Terms of Service

1. Introduction

These Terms of Service (“Terms”) govern your use of the call centre, customer support, and related services (“Services”) provided by DL Business Limited (“DL Business,” “we,” “us,” or “our”), a company registered in England and Wales.

By engaging our Services, you agree to be bound by these Terms. If you do not agree, you must not use our Services.

2. Company Information

• Company Name: DL Business Limited
• Registered Address: Office 12855, 182-184 High Street North, London, United Kingdom, E6 2JA
• Email: info@dlbusinessltd.com
• Phone: +44 20 3883 4222

3. Services

We provide outsourced customer support services including, but not limited to: inbound call handling, email support, live chat, multilingual support, after-hours cover, and omnichannel customer engagement.

Service scope, hours of operation, language requirements, and performance targets are defined in the Service Agreement or Statement of Work agreed between both parties before commencement.

4. Client Obligations

When using our Services, you agree to:

• Provide accurate and complete information about your products, services, and customers as necessary for us to perform the Services.
• Grant us reasonable access to your systems, knowledge bases, and personnel for training and integration purposes.
• Notify us of any material changes to your business that may affect our ability to deliver the Services.
• Pay invoices within the agreed payment terms (typically 30 days net, unless otherwise specified in your contract).

5. Fees & Payment

Fees are calculated as set out in your Service Agreement. We may invoice monthly in arrears or as otherwise agreed. All fees are exclusive of VAT, which will be added at the prevailing rate where applicable.

Late payments may incur interest at the rate of 4% per annum above the Bank of England base rate, calculated daily.

6. Confidentiality

Both parties agree to keep confidential all non-public information disclosed by the other party in connection with the Services. This obligation survives termination of the agreement.

We take the confidentiality and security of your customer data seriously. All data is processed in accordance with our Privacy Policy and applicable data protection laws.

7. Data Protection

DL Business acts as a Data Processor on behalf of its clients (Data Controllers). We process personal data only on documented instructions and have implemented appropriate technical and organisational measures to ensure a level of security appropriate to the risk. A Data Processing Agreement (DPA) is provided as part of our standard contract.

8. Intellectual Property

Each party retains ownership of its pre-existing intellectual property. Any training materials, scripts, or processes developed specifically for a client during the course of service delivery will be assigned to the client upon full payment, unless otherwise agreed in writing.

9. Limitation of Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Subject to the above, our total aggregate liability arising out of or in connection with the Services shall not exceed the total fees paid by you in the twelve (12) months preceding the event giving rise to the claim.

10. Termination

Either party may terminate the Service Agreement by giving written notice as specified in your contract (typically 30 to 90 days). Either party may terminate immediately if the other commits a material breach that is incapable of remedy, or if the other party becomes insolvent.

Upon termination, we will cooperate to ensure an orderly handover of services and return or securely delete client data in accordance with our data retention policy.

11. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the English courts.

12. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated to active clients at least 30 days before they take effect. Continued use of our Services after changes take effect constitutes acceptance of the revised Terms.

13. Contact

For questions about these Terms, contact us at info@dlbusinessltd.com or write to DL Business Limited, Office 12855, 182-184 High Street North, London, E6 2JA, United Kingdom.