Terms & Conditions (uplifia.io)

Effective date: 01.05.2025
These Terms & Conditions govern access to and use of the website uplifia.io and the commercial terms under which Uplifia provides outsourced customer support services by phone and other channels. By browsing the website, requesting a consultation, receiving a quotation or onboarding package, or using any service provided by Uplifia, you agree that these Terms & Conditions form part of the agreement between you and Uplifia. If a quotation, order form, statement of work, service schedule, or written confirmation issued by Uplifia specifies different terms for a particular engagement, those specific terms prevail for that engagement and these Terms & Conditions apply in all remaining aspects.
For clarity, “Client” means the business that requests services from Uplifia; “Services” means any support activities performed by Uplifia’s agents or systems for the Client, including handling inbound and outbound interactions, message and ticket handling, after-hours coverage, appointment setting, and related support; “Agents” means human agents engaged by Uplifia; “Work Products” means scripts, playbooks, call outcomes, summaries, and reports prepared while delivering the Services.
Onboarding and scope are defined in the quotation, order form, or written confirmation. The Client provides accurate product and service information, brand guidelines, scripts and FAQs, approved dispositions, escalation paths, and any special handling rules before go-live. Uplifia may decline to handle campaigns or content that are unsafe, misleading, harmful, or otherwise unsuitable for the channels used. Uplifia strives to deliver round-the-clock coverage with empathetic and knowledgeable agents using flexible support models; availability, language coverage, and channels are as agreed in writing for each engagement. Real-time reporting and analytics are provided in the form and cadence agreed with the Client. uplifia.io
The typical onboarding window is two to four weeks depending on complexity and the Client’s readiness to supply materials, integrations, and approvals. Uplifia and the Client will cooperate to finalize workflows, test routing, and train Agents on brand voice before production launch. uplifia.io
The Client ensures that all data, content, and instructions provided to Uplifia are accurate, lawful for the Client to use in its business, and free of malicious code. The Client will not route emergency calls to Uplifia; the Services are not a replacement for emergency or life-safety lines. The Client is responsible for channel and number provisioning where the Client elects to use its own telephony or messaging infrastructure. Uplifia may record or summarize interactions for quality assurance and reporting where permitted by the Client’s policies and applicable notices to end users.
Fees include, as applicable, onboarding, seat or coverage fees, per-minute or per-interaction usage, after-hours uplift, language add-ons, value-added services, integrations, reporting, and project-based work. Pricing and billing cadence are stated in the quotation or order form or otherwise confirmed in writing. Unless otherwise agreed, invoices are due upon receipt. Flexible usage-based or flat-rate plans may be offered; if usage exceeds the agreed thresholds, overage rates apply. Third-party platform, telephony, and carrier charges that relate to the Client’s campaigns may be passed through at cost. Late or unpaid balances may result in suspension of Services, adjustment of credit limits, or reasonable charges related to collection and financing costs. uplifia.io
Quality targets, service levels, and reporting metrics are those expressly set out in the quotation or order form. Unless explicitly stated, timelines and performance statements on the website are not guarantees. Uplifia will use commercially reasonable efforts to meet agreed goals and will keep the Client informed about material issues, backlogs, or constraints that affect operations.
Work Products created specifically for the Client (such as customized scripts, playbooks, and call summaries) may be used by the Client for its internal business. The Client grants Uplifia a non-exclusive right to use the Client’s marks, content, and data only as needed to perform the Services and to operate, secure, and improve service delivery. Uplifia may use aggregated, de-identified information to improve operations and analytics without identifying the Client.
If the Client requests that Uplifia handle payments, medical, or other sensitive categories of information, this must be expressly agreed in writing with appropriate safeguards defined by the parties before such data is handled. Otherwise, the Client will not instruct Uplifia to solicit or store such information through the Service channels.
Claims concerning handling errors, missed dispositions, or other service issues must be submitted in writing with reasonable detail and supporting evidence within a reasonable time after discovery. Where Uplifia is directly responsible for a proven error that causes a measurable loss, Uplifia may credit service fees related to the affected tasks or propose a reasonable make-good plan in consultation with the Client.
To the extent permitted by the terms that apply to your engagement, Uplifia’s aggregate liability arising out of or in connection with the Services will not exceed the total service fees paid by the Client to Uplifia for the three calendar months immediately preceding the event giving rise to the claim. Uplifia is not liable for indirect, incidental, punitive, exemplary, or consequential losses, including lost profits, loss of business, or reputational harm, even if advised of their possibility. Nothing in these Terms & Conditions limits the Client’s obligation to pay undisputed fees or to comply with operational and security requirements.
The Client will indemnify and hold Uplifia harmless from claims and costs arising from the Client’s inaccurate or unlawful content or data, prohibited campaigns, infringement of third-party rights in content supplied by the Client, or misuse of credentials or systems the Client controls. Uplifia will apply reasonable measures to protect Client data and operational information and will disclose such information only to personnel, service providers, and partners who need it to perform the Services, subject to confidentiality undertakings.
Services may be temporarily suspended for maintenance, upgrades, security events, or circumstances outside Uplifia’s control. Performance may also be affected by events such as carrier outages, messaging platform restrictions, utility interruptions, labour shortages, seasonal spikes, or similar conditions. Each party will make reasonable efforts to mitigate the impact of such events and resume normal performance as soon as practicable.
These Terms & Conditions continue until terminated. Either party may end Services for convenience by written notice, allowing a reasonable wind-down period for final billing and handover. Either party may end Services immediately if the other party commits a material breach that is not remedied within a reasonable time after written notice. Upon termination, the Client will pay outstanding balances and cooperate on a reasonable handover of numbers, knowledge bases, and active tickets where applicable. Uplifia may retain operational records for a limited time for audit and service integrity, after which they are deleted or archived according to internal retention practices.
We may update these Terms & Conditions from time to time by posting a new version on uplifia.io; continued use of the website or Services after an update means you accept the updated text. If any provision is held invalid or unenforceable, the remaining provisions continue in effect. A delay or failure to exercise a right is not a waiver of that right. These Terms & Conditions, together with any quotation, order form, statement of work, or written confirmation issued by Uplifia, constitute the entire understanding between the parties concerning their subject matter and replace prior discussions to that extent. If Uplifia and the Client enter into a separate written contract, the parties’ cooperation is governed solely by that contract, and these Terms & Conditions do not apply to the extent of any overlap.
For questions about these Terms & Conditions or to request a quotation, please write to info@uplifia.io.