1. Service Description

1.1. Horizon Answering Services   Horizon Answering is a professional phone answering service that charges businesses on a per-minute basis to handle their incoming calls when they are unavailable or too busy. Our comprehensive service includes:   a) Professional Call Answering: Trained agents answer your business calls using your company name and customized greeting b) Call Redirection and Routing: Intelligent call forwarding based on your specific instructions and business needs c) Message Taking Services: Detailed message capture with accurate caller information, inquiry details, and urgency levels d) Call Screening and Filtering: Professional screening to identify important calls, filter spam, and handle routine inquiries e) Appointment Scheduling: Basic appointment booking and calendar management where instructed f) Order Taking: Simple order processing and information collection for your business g) Customer Service Representation: First-line customer support representing your business professionally h) Emergency Call Handling: Priority routing for urgent calls according to your escalation procedures i) Multilingual Support: Where available, support in multiple languages for diverse customer bases j) After-Hours Coverage: Professional representation outside your normal business hours   1.2. Service Features and Capabilities   1.2.1. Professional Call Management   a) Customized Scripts: Tailored call handling scripts developed specifically for your business b) Brand Representation: Agents trained to represent your company's values, tone, and service standards c) Call Disposition: Proper categorization and handling of different call types (sales, support, complaints, etc.) d) Warm Transfer Capabilities: Live transfer of important calls to designated team members e) Hold and Callback Management: Professional handling of busy periods with callback scheduling   1.2.2. Message and Information Management   a) Detailed Message Taking: Comprehensive capture of caller information, including name, contact details, purpose of call, and any specific requirements b) Real-time Message Delivery: Immediate notification of urgent messages via your preferred communication channel c) Message Prioritization: Classification of messages by urgency level and business importance d) Follow-up Tracking: Basic tracking of message delivery and client response requirements e) Secure Information Handling: Confidential treatment of all business and customer information   1.2.3. Communication and Reporting   a) Multi-Channel Message Delivery: Messages sent via email, SMS, secure client portal, or phone as per your preferences b) Call Summary Reports: Regular reporting on call volumes, types, and handling statistics c) Performance Analytics: Basic analytics on call patterns, peak times, and service efficiency d) Custom Reporting: Tailored reports based on your specific business needs and KPIs   1.2.4. Technology Integration   a) CRM Integration: Where possible, integration with your existing customer relationship management systems b) Call Recording: Professional-grade call recording for quality assurance and training purposes c) Cloud-Based Platform: Secure, reliable cloud infrastructure ensuring service continuity d) Mobile Compatibility: Service management accessible via mobile devices and tablets   1.3. Service Delivery Model Our service operates on a per-minute charging basis, meaning you only pay for the actual talk time our agents spend handling your calls. This model provides:   a) Cost Efficiency: No fixed monthly fees, pay only for services used b) Scalability: Service scales automatically with your business growth or seasonal fluctuations c) Flexibility: No long-term commitments, adjust usage based on your needs d) Transparency: Clear, itemized billing showing exactly what services were provided   1.4. Service Availability and Coverage   a) Operating Hours: Service available 24/7/365 or customized to your specific business hours b) Geographic Coverage: UK-wide service with international call handling capabilities c) Backup Systems: Redundant systems ensuring minimal service interruptions d) Disaster Recovery: Comprehensive business continuity planning for uninterrupted service   1.5. Service Limitations and Exclusions While we strive to provide comprehensive call handling services, certain limitations apply:   1.5.1. Professional Advice Limitations   a) We provide call answering and message-taking services only b) Agents cannot provide legal, medical, financial, or specialized professional advice c) Complex technical support requiring specialized knowledge may need additional arrangements d) Agents cannot make binding business decisions or commitments on your behalf   1.5.2. Service Scope Limitations   a) Services limited to telephone-based communications (unless specifically arranged) b) Cannot provide on-site services or physical presence requirements c) Limited to information provided in your service instructions and training materials d) Cannot access your internal systems without specific integration arrangements   1.5.3. Regulatory and Compliance Limitations   a) Cannot handle calls requiring specific professional licensing (medical, legal, financial advice) b) Compliance with industry-specific regulations is your responsibility c) Cannot guarantee compliance with specialized industry standards without specific arrangements

2. Registration and Account Setup

2.1. Account Registration   To use our Service, you must: · Complete our online registration form · Provide accurate business and contact information · Participate in a service demo or setup call as arranged · Be at least 18 years of age or have parental/guardian consent · Represent a legitimate business operation   2.2. Account Information You agree to:   · Provide complete and accurate registration information · Maintain the accuracy of your account information · Notify us promptly of any changes to your business details or contact information · Keep your account credentials secure and confidential   2.3. Account Verification   We reserve the right to: · Verify your business information and identity · Request additional documentation to confirm your business legitimacy · Decline service to businesses that do not meet our requirements

3. Pricing and Payment Terms

3.1. Service Pricing   a) Call Handling Rate: $1.20 USD per minute (approximately £0.95 GBP equivalent) b) Billing Model: Post-paid monthly billing based on actual usage c) Currency: Invoices issued in both USD and GBP   3.2. Payment Methods   We accept payment via: a) Credit/debit cards through Stripe (primary method) b) PayPal c) Bank transfers (upon arrangement)   3.3. Billing Cycle   a) Post-Paid Billing: You are charged monthly for services used in the previous month b) Automatic Charging: Your registered payment method is automatically charged on the monthly billing date c) Invoice Delivery: Monthly invoices sent via email to your registered email address   3.4. Payment Processing   a) Payment processing is handled securely by certified third-party processors b) We do not store complete credit card numbers on our servers c) All transactions are encrypted and PCI-DSS compliant   3.5. Late Payment and Service Suspension   a) Payment Default: Non-payment for 10 days after the due date may result in service suspension b) No Interest/Penalties: We do not charge interest or late payment penalties c) Resolution Attempts: We will attempt to contact you to resolve payment issues before suspension d) Service Restoration: Service resumed immediately upon successful payment   3.6. No Refunds Policy   a) Post-Paid Nature: As services are billed after use, no refunds or credits are provided b) Service Interruptions: No refunds for service interruptions beyond our control Dispute Resolution: Payment disputes handled through formal dispute resolution process

4. Service Usage and Restrictions

4.1. Acceptable Use Our Service may be used for: · Legitimate business communications and customer service · Professional call handling and message taking · Inbound call management and routing · Customer inquiry handling and appointment scheduling   4.2. Prohibited Industries and Activities   We do not provide services to businesses primarily engaged in: · Adult entertainment or adult content services · Gambling or betting operations · Escort services · Tobacco products or related services · Alcohol sales or distribution · Cannabis or marijuana-related businesses · Weapons, firearms, or ammunition sales · Unregulated financial services or cryptocurrency trading platforms   4.3. Prohibited Uses You may not use our Service for: · Fraudulent, abusive, or unlawful activities · Harassment, spam, or unsolicited marketing calls · Any activity that violates UK telecommunications regulations · Impersonation or misrepresentation of identity or business purpose · Activities that could damage our reputation or violate our policies   4.4. Outbound Calling · Arrangement Required: Outbound calling services available only by special arrangement · Compliance: All outbound activities must comply with UK telecommunications regulations · Additional Terms: Separate terms and pricing may apply for outbound services

5. Data Protection and Privacy

5.1. Privacy Policy Your privacy is important to us. Our collection, use, and protection of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.   5.2. Call Recordings a) Quality Assurance: Calls may be recorded for quality assurance and training purposes b) Retention Period: Call recordings retained for one (1) year from the date of the call c) Data Security: All recordings stored securely and handled in compliance with UK data protection laws   5.3. Caller Information a) We may collect caller information (name, phone number, message content) on your behalf b) Such information is processed as your Data Processor under UK GDPR You remain responsible as Data Controller for ensuring lawful basis for data collection

6. Intellectual Property

6.1. Ownership of Materials a) Our Materials: We own all call scripts, training materials, and operational procedures b) Call Recordings: We own call recordings and may use them for quality assurance and training c) Client Materials: You retain ownership of your business information and branding provided to us   6.2. License to Use a) Client Grant: You grant us a limited license to use your business name, basic information, and instructions to provide our services b) Anonymized Data: We may use anonymized call data for training and service improvement purposes   6.3. No Copying Restriction We do not restrict clients from copying website content or our branding for legitimate business purposes

7. Service Level and Support

8. Limitation of Liability

8.1. Limitation Amount Our total liability for any claims arising from or related to our Service is limited to the amount you paid us in the six (6) months immediately preceding the claim.   8.2. Excluded Damages We are not liable for: · Consequential, indirect, incidental, or punitive damages · Lost profits, business opportunities, or revenue · Data loss or corruption not directly caused by our negligence · Third-party actions or failures beyond our reasonable control   8.3. Force Majeure We are not liable for service interruptions caused by: · Natural disasters, war, or government actions · Internet or telecommunications infrastructure failures · Third-party service provider failures · Other circumstances beyond our reasonable control   8.4. Professional Advice Disclaimer · Our agents provide call answering services only, not professional advice · We are not responsible for business decisions made based on our message-taking services · Clients should seek appropriate professional advice for business, legal, or technical matters

Indemnification

You agree to indemnify, defend, and hold harmless Lingosource Ltd, its officers, directors, employees, and agents from and against any claims, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising from:   · Your use of our Service in violation of these Terms · Your violation of any applicable laws or regulations · Information or content you provide to us or our agents · Third-party claims related to your business operations

10. Term and Termination

11. Marketing and References

11.1. Client References With your consent, we may: · Use your business name and logo as a reference on our website and marketing materials · Include your business in case studies or testimonials · Reference our business relationship in proposals to prospective clients   11.2. Brand Usage Consent If you wish to use our brand or logo publicly, you must obtain our prior written consent.   11.3. Marketing Communications We may send you promotional communications about our services. You can opt out at any time by following the unsubscribe instructions in our emails or contacting us directly.

12. Dispute Resolution and Governing Law

13. General Provisions

13.1. Entire Agreement These Terms, together with our Privacy Policy, constitute the entire agreement between you and Lingosource Ltd regarding the Service.   13.2. Modifications We may modify these Terms from time to time. Material changes will be communicated via email or prominent notice on our website. Continued use after changes constitutes acceptance of the revised Terms.   13.3. Severability If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.   13.4. Assignment You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights and obligations under these Terms in connection with a merger, acquisition, or sale of assets.   13.5. Waiver Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.   13.6. Survival Provisions that by their nature should survive termination (including payment obligations, intellectual property, limitation of liability, and dispute resolution) will survive termination of these Terms.

14. Contact Information