1. General Terms

This agreement is between Call Solution Ltd, trading as Your LawFirm Reception (“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 16.9; 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 provides services through a number of trading styles and associated companies, including CSnotepad and Live Web Chat Ltd, you authorise and consent to the sharing of your data and information between those businesses where necessary for the provision of services.

1.4 This Agreement is supplemented by Schedule A (Data Processing Agreement) and our Privacy Policy, which govern the processing of personal data and ensure compliance with applicable data protection laws and confidentiality obligations.

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 enquiries@yourlawfirmreception.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.

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.

Standard rate:
Calls are charged at £1.62 per minute 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.

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 and Saturday, 9:00am to 3:30pm, 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 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 call durations are charged in whole minutes (rounded up to the next minute).

9. Price Adjustments

9.1 We reserve the right to increase our prices annually by up to the Retail Price Index (RPI) plus an additional 2%. Any such increase may be applied at our discretion without further notice. Should it be necessary to increase prices beyond RPI plus 2%, you will be given twenty-one (21) days’ notice in writing.

10. Call Reporting and Additional Services

10.1 Call reporting is available only to customers on our Reception Support, or Dedicated Reception plans.

10.2 If you require monthly call reports for your line, a charge of £25 per month will apply.

10.3 If you wish to port a telephone number to or from Your Law Firm Reception, a minimum fee of £87.50 will apply.

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.

12. Payment Terms

12.1 Payments are to be made by Direct Debit 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.

12.3 You must provide valid payment details, and by doing so, you authorise us to retain these details for billing purposes.

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.

12.9 We may suspend or terminate services due to non-payment.

12.10 All prices are subject to VAT.

13. Privacy & Compliance

13.1 Each party shall comply with all applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

13.2 Where Your LawFirm Reception processes personal data on behalf of the Client, such processing shall be governed by Schedule A (Data Processing Agreement).

13.3 The Client warrants that it has all necessary rights, consents and lawful bases to provide personal data.

13.4 Your LawFirm Reception shall process personal data only on documented instructions from the Client.

13.5 Appropriate technical and organisational measures will be implemented to protect personal data.

13.6 All personnel authorised to process personal data are subject to confidentiality obligations.

13.7 Personal data will not be used for unsolicited marketing purposes.

13.8 Where a caller makes a direct enquiry regarding our own services, we may respond to that enquiry.

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.

13.10 Retention periods applicable to personal data are set out in this Agreement and in our Data Retention Policy.

13.11 We do not record inbound calls unless explicitly requested by you.

13.12 Your LawFirm Reception may disclose personal data to law enforcement or regulatory authorities where required by law.

13.13 Upon termination of the services, personal data shall be deleted or returned in accordance with the Client’s instructions.

13.14 Any information we hold on you is available upon request.

13.15 We acknowledge that many of our customers operate within regulated legal environments. Whilst we will always endeavour to maintain strict confidentiality and professionalism in all communications, ultimate responsibility for compliance with any regulatory obligations, including those imposed by the Solicitors Regulation Authority (SRA), remains with the Client.

14. Liability & Exclusions

14.1 Subject, as expressly provided in these conditions, all warranties, conditions, and other terms implied by statute or common law are excluded to the fullest extent permitted by law.

14.2 Whilst every reasonable effort is made to ensure that staffing requirements match your call volumes, we cannot offer any guarantees on staffing levels and associated call answer times.

14.3 We accept no liability whatsoever for the content of any verbal communication on behalf of you.

14.4 We agree to provide you with a telephone answering and customer enquiry management service where all reasonable efforts will be made to ensure that accurate data is recorded and your callers’ requirements are fulfilled.

14.5 When required we will use third parties to provide or assist with providing some elements of your service.

14.6 We cannot accept any liability for any third party transaction on behalf of you.

14.7 We work within a normal tolerance level for errors of 5%.

15. High Call Volume Handling

15.1 During periods of unexpectedly high call volume, we reserve the right to direct a waiting call to a bespoke voicemail in your company name.

16. Disputes, Termination & Downgrading Your Service

16.1 The minimum contract period for all contracts is three calendar months unless otherwise agreed.

16.2 You cannot give notice to stop your service if you have downgraded your service or call plan within the last three calendar months.

16.3 Termination and notice terms are subject to three calendar months’ notice which commences from the end of the month notice is given.

16.4 Monthly subscriptions recur on the first day of each calendar month.

16.5 We shall be entitled to amend or terminate your contract or service without liability by notice given at any time.

16.6 Invoice disputes must be raised within 28 days.

16.7 Written notice by email is required to terminate your service.

16.8 Fees will continue to be invoiced until the notice period has expired.

16.9 This agreement is construed in accordance with the laws of England and Wales.