Perfect Reception – Customer Terms & Conditions

1. Definitions

• “We”, “Us”, “Our” = Perfect Reception
• “You”, “Client” = the customer using our services
• “Services” = telephone answering, message handling, call transfer, and related services

2. Our Service Commitment

We aim to provide a professional, reliable and high-quality service at all times.

We will use reasonable care, skill, and best endeavours to handle calls in accordance with your agreed instructions and to represent your business in a professional manner.

However, due to the nature of telecommunications services, we cannot guarantee uninterrupted availability or completely error-free performance.

3. Client Responsibilities

To enable us to deliver the best possible service, you agree to:

• Provide clear, accurate and up-to-date instructions for call handling
• Keep all contact details, escalation procedures and availability information current
• Notify us promptly of any changes to your requirements
• Ensure your own systems (including telephone lines and email) are operational and able to receive communications

We will not be responsible for issues arising from incorrect, incomplete or outdated information provided by you.

4. Message Handling & Accuracy

We will use reasonable care and best endeavours to accurately record and relay messages received from callers.

Messages are based on information provided by callers, which may occasionally be incomplete, unclear or inaccurate. Unless specifically agreed in writing, we do not independently verify caller identity or the information provided.

While we always aim for accuracy and clarity, we cannot accept responsibility for losses arising from:

• Incorrect or misleading information provided by callers
• Misunderstandings beyond our reasonable control
• Messages that are delayed due to factors outside our control

5. Call Handling & Availability

We will use best endeavours to answer and handle calls promptly during agreed service hours.

During periods of unusually high demand, technical issues, or circumstances outside our control, there may occasionally be delays, interruptions, or calls that cannot be answered.

We will make reasonable efforts to minimise such occurrences wherever possible.

6. Technology & Third-Party Services

Our services rely on telecommunications networks, software platforms, and third-party providers.

While we carefully select and manage our suppliers and emergency procedures are in place to minimise any downtime, we are not responsible for failures or disruptions caused by:

• Telecommunications network outages
• Internet or power failures
• Third-party system errors or downtime

7. Data Protection & Confidentiality

We take confidentiality and data protection seriously.

We will process personal data in accordance with applicable UK data protection laws, including UK GDPR, and implement appropriate technical and organisational measures to safeguard information.

While we follow industry best practices, no system can be guaranteed to be completely secure.

You are responsible for ensuring that:

• You have the right to share any personal data with us
• Your use of our services complies with applicable data protection laws

8. Fees & Payment

Fees are charged in accordance with your agreed pricing plan.

We may review and adjust pricing from time to time, providing reasonable notice in advance.

Invoices must be paid in accordance with agreed payment terms. We reserve the right to suspend services where payments are significantly overdue.

9. Limitation of Liability

Nothing in these terms is intended to limit or exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, or fraud.

Subject to this:

• We shall be liable only for losses that are a reasonably foreseeable result of our breach of these terms
• We shall not be liable for any indirect or consequential losses, including loss of profits, business, goodwill, or opportunity
• Our total liability in respect of all claims arising in any 12-month period shall not exceed the total fees paid by you to us during that period

10. Service Suitability

Our services are designed to support general business communications.

They are not generally intended to be relied upon for acute emergency situations where immediate action is essential unless otherwise briefed and agreed.

11. Termination

Following the initial three-month period, either party may terminate the agreement by providing 30 days’ written notice.

We may suspend or terminate services immediately where:

• Payments are significantly overdue
• The service is misused or used unlawfully

12. Changes to Services

We may update or improve our services from time to time.

Where changes materially affect the nature of the service, we will provide reasonable notice

13. Force Majeure

We shall not be liable for failure or delay in performing our obligations where this is caused by events beyond our reasonable control, including but not limited to:

• Natural disasters
• Industrial disputes
• War or civil unrest
• Major infrastructure or network failures

14. Governing Law

These terms are governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.