Terms & Conditions – Your Office & PA Ltd

1. Introduction

These Terms & Conditions govern the provision of services by Your Office & PA Ltd (“we”, “us”, “our”) to our clients (“you”, “your”).

By using our services, you agree to these Terms.

2. Our Services

We provide telephone answering and virtual receptionist services, which may include:

• Answering inbound calls in your company name
• Taking and forwarding messages
• Diary and appointment management
• Call transfers and related support services 

The exact service provided will be agreed with you during onboarding.

3. Service Standards

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

Our service levels are supported by our Service Guarantee, which outlines our commitment to call handling performance. Full details can be found here:
https://www.yourofficeandpa.co.uk/our-guarantee/

However:

• We do not guarantee that every call will be answered
• We do not guarantee uninterrupted or error-free service
• Service may be affected by factors outside our control, including telecommunications or system failures 

4. Client Responsibilities

You agree to:

• Provide accurate and up-to-date information required to deliver the service
• Give clear instructions on how calls, messages and appointments should be handled 

Where a call cannot be transferred or completed as instructed, we will take a message in line with your agreed call handling process.

5. Messages, Appointments and Transactions

We will take reasonable care in recording and passing on messages and information.

However:

• We do not guarantee the accuracy, completeness, or timeliness of messages 
• We are not responsible for any loss, missed opportunity, or business impact arising from messages taken or passed on

Where we provide additional services such as:

• Diary or appointment booking 
• Taking payments 
• Placing orders on your behalf 

We act strictly on the instructions provided by you.

We are not responsible for:

• Errors in booking details or availability
• Financial transactions processed on your behalf
• Any loss arising from incorrect, incomplete or misunderstood instructions 

You remain responsible for verifying and managing all bookings, payments and orders.

6. Call Handling and Recordings

Calls may be recorded for training, quality and monitoring purposes.

By using our service, you agree to the recording of calls handled on your behalf.

7. Charges and Payment

• Charges are based on the pricing plan agreed with you
• We reserve the right to review pricing if usage significantly differs from expected levels
• Payment terms will be confirmed at the start of the service

Failure to make payment may result in suspension of services.

8. Fair Use

Our services are intended for normal business use.

We reserve the right to review usage and adjust pricing or service arrangements where usage is excessive or outside expected levels.

9. Limitation of Liability

To the fullest extent permitted by law:

• We are not liable for any indirect or consequential loss, including loss of business, revenue, profit, or opportunity
• Our total liability in relation to the services shall be limited to the lower of:
  • £5,000
  • or the total fees paid by you in the preceding 3 months 

Nothing in these Terms limits liability where it cannot legally be excluded.

10. Data Protection

We handle personal data in accordance with UK data protection law.

• We act as a data processor when handling calls on your behalf
• You remain the data controller for your customer data 

Please refer to our Privacy Policy for full details.

11. Confidentiality

We treat all client information as confidential and handle it in line with our Confidentiality Policy.

12. Termination

• Either party may terminate the service by giving notice as agreed at the start of the contract
• We reserve the right to suspend or terminate services in cases of non-payment or misuse 

13. Changes to These Terms

We may update these Terms from time to time. The latest version will always be available on our website.

14. Governing Law

These Terms are governed by the laws of England and Wales.

15. Contact

If you have any questions, please contact:

Email: [email protected]
Website: www.yourofficeandpa.co.uk