CSnotepad Terms and Conditions
1. General Terms
This agreement is between Call Solution Ltd, trading as CSnotepad (“us”, “we”, or “our”), with a registered office at The Offices, 57 Newtown Road, Brighton, BN3 7BA, and you (“you” or “your”). It outlines the terms under which you may use our services.
1.1 We may revise these terms, including charges, at our discretion. We will notify you of any changes at least one month in advance via email. If you disagree with the changes, you may terminate this Agreement as outlined in clauses 16.1 to 16.8; otherwise, your continued use of our services constitutes acceptance of the revised terms.
1.2 By using our services, you accept these terms in full. It is your responsibility to review and understand them.
1.3 As Call Solution Ltd is the holding company of Live Web Chat Ltd, you authorise and consent to the sharing of your data and information between CSnotepad and Live Web Chat Ltd.
1.4 This Agreement is supplemented by the Master Service Agreement, Non-Disclosure Agreement, and Data Processing Agreement that governs our relationship with suppliers, ensuring compliance with data protection laws and confidentiality.
1.5 For customers using our Virtual Address Services, "Guarantor" refers to the individual signing this agreement on behalf of the customer, who personally guarantees payment of all sums due as per Clause 5.4.
2. Service Terms
2.1 We will inform you of the necessary information required from you to fulfil our services effectively.
2.2 You must provide us with accurate and timely information, data, or system access as requested. Delays or failures in providing the required information do not exempt you from payment for the services rendered.
2.3 Our services will not commence until the agreed sign-up process is fully completed.
2.4 You must be at least 18 years old to use our services.
2.5 You may not use our services for illegal, immoral, defamatory, or obscene purposes. If we suspect misuse, we reserve the right to cancel your service immediately and report you to relevant authorities.
2.6 We shall not be liable for any costs incurred by you as a result of being a party to this Agreement.
2.7 If you have any complaints regarding our services, please email us at message@csnotepad.co.uk. We will investigate and respond within two working days.
3. Telephone Answering Services – Fees and Charges
3.1 You will be charged a monthly subscription fee for our telephone answering services. This fee covers the setup, use, and ongoing maintenance of your account and varies based on the call plan selected at the time of sign-up. In addition to the monthly subscription fee, you will be charged for each call we receive on your behalf.
The applicable charges are as follows:
- Pay-As-You-Go (PAYG) Plans:
- No fixed monthly call allowances.
- Calls are charged at the standard rate unless otherwise agreed in writing.
- A minimum monthly charge of 10 call minutes applies.
- Fixed Minute/Call Plans:
- Monthly fee includes a pre-defined number of calls or minutes.
- Calls or minutes beyond the included allowance are charged at the standard rate unless otherwise agreed in writing.
- Call Patching:
- Charged at £0.097 per minute (or £0.194 per call when on a per-call plan).
- A minimum monthly charge of £5.07.
- Geographic (01/02/07/08) Numbers:
- Charged at £0.093 per minute (or £0.186 per call when on a per-call plan).
- A minimum monthly charge of £5.07.
- SMS Notifications:
- Charged at £0.18 per SMS, with a minimum of one (1) SMS applied per call.
- Out-of-Hours Voicemail to Email Service:
- Customers who opt for this service will have 5% of their active monthly call minutes automatically added to their call plan to cover listening and processing of voicemails.
- An additional 1.5% will be added per bank holiday.
All charges listed above are exclusive of VAT and will be applied in accordance with your selected plan.
3.2 For call plans billed per call, any call exceeding two (2) minutes and forty-five (45) seconds will incur additional call credits, with an extra call credit applied for every two (2) minutes and forty-five (45) seconds thereafter.
3.3 Any modifications to your account after the initial setup, including changes to call scripts, adjustments to service features, or additional agent training, will be billed at £40 per hour in one-hour increments. Minor adjustments will be charged on a discretionary basis at the equivalent rate of one call credit.
4. Live Chat Services
4.1 As part of our customer communication services, we offer live chat services to assist your customers effectively.
4.2 You will be charged a monthly fee for the live chat service, which will be detailed in your service agreement.
4.3 The live chat service will be monitored to ensure quality and responsiveness. You must provide us with any necessary information or guidelines to effectively communicate with your customers through live chat.
5. Virtual Address Services
5.1 We offer virtual address services, allowing you to use our address for business correspondence.
5.2 You will be charged a monthly fee for the virtual address service, which will be detailed in your service agreement.
5.3 All mail received at the virtual address will be handled according to your instructions. We can either forward the mail to your designated address, store it for collection, or scan and email it to you, depending on your preference.
5.3.1 Virtual Address and Mail Handling Charges
You will be charged a monthly subscription fee for our virtual address services and a one-off deposit. The price varies based on the plan selected at the time of sign-up or from any subsequent changes confirmed by us. The price covers the use of our address.
In addition to the subscription fee, you will be charged mail handling fees (aligned with Royal Mail’s current first-class up to 100g stamp price) for mail we receive on your behalf depending on your selected method as follows:
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Mail forwarding: One handling fee per letter or two handling fees per parcel/recorded delivery item, plus postage.
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Scan to email: One handling fee per scanned page or two handling fees per parcel/recorded delivery item, plus postage where applicable.
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Storage for collection: One handling fee per letter or two handling fees per parcel/recorded delivery item.
A minimum of six handling fees applies in any month handling fees are due.
Mail stored for over 30 days is subject to an additional flat-rate charge equal to eight handling fees.
Parcels over 30cm are charged at four handling fees and parcels over 1m are charged at eight handling fees.
All mail handling charges are payable in arrears.
5.4 Personal Guarantee - the individual signing this agreement on behalf of the customer (“the Guarantor”) personally guarantees payment of all sums due for the Virtual Address Services. If the customer fails to make payment, the Guarantor shall be jointly and severally liable for any outstanding amounts. This guarantee remains in effect for the duration of the agreement and any unpaid fees remaining after termination.
5.5 Mail Inspection: We do not ordinarily open or inspect your post. However, we reserve the right to open and review any item of mail received at our address if we reasonably suspect that it may contain material connected with fraud, illegal activity, or any other conduct that could cause harm or risk to our company, staff, or customers. Any such review will only be carried out where necessary and in compliance with applicable laws.
5.6 Mail Disposal: If you instruct us not to forward your post in order to save costs, we reserve the right to open and review items before they are securely destroyed. This is to ensure that no items contain material connected with fraud, illegal activity, or any conduct that could cause harm or risk to our company, staff, or customers. Any such review will only be carried out where necessary and in compliance with applicable laws.
6. Out-of-Hours and Voicemail Handling
6.1 Core Hours and Public Holidays:
Our core business hours are Monday to Friday, 8:30 am to 6:00 pm, excluding UK public and bank holidays. Our standard services do not operate on UK public and bank holidays. Where a customer has 24/7 cover in place, that service will remain active throughout public and bank holidays. Where voicemail services are provided, personalised voicemail will remain available outside our standard opening hours, including during public and bank holidays. We will notify customers separately of any changes to our opening hours for Christmas and Easter only.
6.2 Out-of-Hours: Calls received outside of our core hours will be handled by our out-of-hours team or directed to a personalised voicemail. All calls answered outside of core hours are chargeable, with a minimum call duration of three (3) minutes applied.
6.3 Voicemail to Email: Voicemails left outside of core hours that are forwarded to you by email will be charged as a call credit. Customers who opt for an inclusive out-of-hours voicemail to email service will have 5% of their active monthly call minutes automatically added to their call plan, to cover listening and processing of voicemails. An additional 1.5% will be added per bank holiday.
7. Changes to Your Service
7.1 Any modifications made to your account after the initial setup, including call script changes, adjustments to service features, or additional agent training, will be billed at £40 per hour in one-hour increments. Minor adjustments will be billed on a pro-rata basis at the equivalent rate as calls.
8. Minimum Charges and Call Durations
8.1 Minimum Monthly Call Charges: For Pay-As-You-Go (PAYG) plans, a minimum monthly charge equivalent to ten (10) call minutes will be applied, irrespective of actual usage.
8.2 Call Duration Minimums: A minimum call duration of one (1) minute applies for all calls received during core hours. For calls received outside of core hours, a minimum of three (3) minutes per call will be applied. All calls durations are charged in whole minutes (rounded up to the next minute). These minimum durations ensure we can allocate sufficient resources to provide you with a consistent service.
9. Price Adjustments
9.1 We reserve the right to increase our prices annually in line with increases in the Retail Price Index (RPI). Should it be necessary to increase prices beyond the RPI, you will be given twenty-one (21) days’ notice in writing. You may terminate the Agreement should you not wish to accept the new pricing, in accordance with the termination provisions outlined in Section 16.
10. Call Reporting and Additional Services
10.1 Call Reporting Availability: Call reporting is available only to customers on our Intermediate, Advanced, or bespoke call plans.
10.2 Monthly Reporting Fee: If you require monthly call reports for your line, a charge of £25 per month will apply. This reporting service provides detailed call data, which can assist with monitoring call volumes, durations, and other relevant metrics.
10.3 If you wish to port a telephone number to or from CSnotepad, a minimum fee of £87.50 will apply. This fee covers administrative costs associated with the porting process. In some cases, additional costs may apply, and the total fee will be quoted and payable before the process is initiated.
11. Call Termination Rights
11.1 We reserve the right to terminate a call if the caller is abusive or if proper communication is not possible. This ensures that our staff can maintain a professional environment and focus on providing quality service to all customers.
12. Payment Terms
12.1 Payments are to be made by credit or debit card unless we agree otherwise.
12.2 Payments by bank transfer will incur an additional £7.50 administrative fee per invoice unless the invoice total exceeds £1,000. This fee covers the additional time required for manual reconciliation. Payments made by Direct Debit or card are not subject to this charge.
12.3 You must provide valid credit or debit card details, and by doing so, you authorise us to retain these details for billing purposes.
12.3.1 Where payment for a Virtual Address Service is made using Klarna, you must maintain a valid credit or debit card on file with us. If any Klarna payment, renewal invoice, instalment, or recurring payment remains unpaid for more than seven (7) days after becoming due, you authorise us to take payment for the outstanding balance using the card details held on file.
12.4 You must ensure that your payment and contact details are accurate and up to date.
12.5 Credit terms may be offered at our discretion, subject to references.
12.6 Deposits may be required, and any unclaimed deposits after six months from contract termination will be forfeited.
12.7 Failed transactions will incur an administration fee of £16 per invoice.
12.8 Interest on late payments may accrue at a rate of 8% above the Bank of England base rate, together with any applicable recovery costs.
12.9 We may suspend or terminate services due to non-payment.
12.10 All prices are subject to VAT.
12.11 For customers using Virtual Address Services, the Guarantor shall be jointly and severally liable for all sums due under this agreement in accordance with Clause 5.4.
13. Privacy & Compliance
13.1 Each party shall comply with all applicable data protection laws, including the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018.
13.2 Where CSnotepad processes personal data on behalf of the Client, such processing shall be governed by Schedule A (Data Processing Agreement), which forms part of this Agreement.
13.3 The Client warrants that it has all necessary rights, consents and lawful bases to provide personal data to CSnotepad for processing in connection with the services, and that such data has been collected and shared in accordance with applicable data protection laws.
13.4 CSnotepad shall process personal data only on documented instructions from the Client, except where required to do so by law.
13.5 CSnotepad shall implement appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, and against accidental loss, destruction or damage.
13.6 CSnotepad shall ensure that all personnel authorised to process personal data are subject to appropriate confidentiality obligations.
13.7 CSnotepad shall not process personal data for its own marketing purposes using Client end-user data. Any direct marketing by CSnotepad shall be limited to its own customers and conducted in accordance with applicable law.
13.8 Where a caller makes a direct enquiry to CSnotepad regarding its own services during the course of a communication, CSnotepad may respond to such enquiry. Any such response shall be limited to the information requested and shall not involve the use of personal data for unsolicited marketing purposes.
13.9 We only retain your data for as long as necessary. Caller data (excluding Caller ID) will be deleted within 13 months, and customer records will be deleted following account closure, subject to legal retention requirements. Invoices issued are held for up to 7 years, and signed contracts are retained for 13 months. If you have used our virtual address service, your copy of ID, proof of address, and signed contract must be held for a minimum of 5 years and no longer than 6 years, in compliance with anti-money laundering legislation.
13.10 Mail that has been scanned and emailed to you will be stored electronically for a minimum of six (6) months and destroyed after nine (9) months.
13.11 Retention periods applicable to personal data are set out in this Agreement and in CSnotepad’s Data Retention Policy.
13.12 We do not record inbound calls unless explicitly requested by you. Where such a request has been received, we do not guarantee that all calls will be successfully recorded due to factors beyond our reasonable control. If calls are recorded, a message advising the caller that the call is being recorded will be played before the call is answered, allowing callers the option to request that their call not be recorded. All call recordings are retained for a maximum of three (3) months. We do not record any outbound calls.
13.13 Any mail stored for collection and not retrieved by your account closure date will be securely destroyed, with a fee of £40 charged to you for this service.
13.14 CSnotepad may disclose personal data to law enforcement or regulatory authorities where required by law or for the prevention or detection of crime.
13.15 Upon termination of the services, CSnotepad shall delete or return personal data in accordance with the Client’s instructions, unless retention is required by law or permitted under this Agreement.
13.16 Any information we hold on you is available upon request. Requests relating to personal data or account information must be submitted via email to message@csnotepad.co.uk and will be handled in accordance with applicable data protection laws and Schedule A (Data Processing Agreement).
