Terms & Conditions

TERMS AND CONDITIONS of the “VIRTUAL ASSISTANT/RECEPTIONIST” SERVICES

PLEASE READ THESE TERMS OF SERVICES BEFORE USING THE “VIRTUAL ASSISTANT/RECEPTIONIST” SERVICE

These terms of use (“Terms”) are a binding contract between you and Epik Contact Inc., and our other affiliates and subsidiaries (collectively, “Epik Contact,” “us,” “we,” or “our”). These Terms, together with our Privacy Notice, govern your use of (i) our Receptionist or Chat Services (ii) epikcontact.com and other websites we own or operate (altogether, the “Site”), (iii) live chat, visitor tracking, mobile applications, customer portals and dashboards and other software we offer (collectively, the “Software”), as well as (iv) our digital properties, applications, social network and other channels hosted on third party websites or platforms (together, with the Site and Software, the “Services”). Any terms we use in these Terms of Use without defining them have the definitions given to them in the Privacy Notice. Please note that additional, separate terms may apply to our Services, including but not limited to our Data Processing Agreement, each of which will be considered to form part of these Terms. These Terms shall substitute for and replace all prior Terms of Use or Terms and Conditions that may have governed your use of Epik Contacts VA/Receptionist Services.

THESE TERMS INCLUDE A CLASS ACTION WAIVER AND AN ARBITRATION PROVISION THAT GOVERNS ANY DISPUTES BETWEEN YOU AND EPIK CONTACT. 

Acceptance.

By visiting the Site or using our other Services, you agree to be unconditionally bound by these Terms. If you are using or accessing the Services on behalf of a company or other entity (“Entity”), you represent, agree, and warrant that you are authorized to act on behalf of the Entity and to bind such Entity to these Terms. You accept the Terms by clicking to accept or agree to the Terms where this option is made available to you over the phone or chat or in any agreement, electronic form, or the user interface for any Service we offer, or by actually visiting the Site or using another Service. ACCEPTANCE OF THESE TERMS IS REQUIRED FOR USE OF EPIK CONTACT’S SERVICES AND ANY USE OF EPIK CONTACT’S SERVICES SHALL CONSTITUTE ACCEPTANCE OF THESE TERMS. You must be of legal age and capacity to form a binding contract in order to accept the Terms. These Terms will remain in effect while you use our Services. If you do not agree with any of these Terms, do not access the Site or use our other Services. You acknowledge and agree that we may make changes to the Services or these Terms at any time and that you will be bound by such changes if you continue to use our Services. If you have any questions about these Terms or the Services, please contact us at support@epikcontact.com. 

Subscriptions (“Virtual Assistant / Receptionist” Service)

This section governing subscriptions applies only to those users that sign up for the “Virtual Assistant/Receptionist” Services as a paid subscription plan, a free trial of a paid Service or a promotional offering (in each case as a “Customer”). To become a “Virtual Assistant/Receptionist” Customer, you must first register with us, and select the “Virtual Assistant/Receptionist” Service and complete your initial payment.

If you sign up as a “Virtual Assistant/Receptionist” Customer, you agree to pay us the applicable fees and taxes described below and to use the Services only as permitted by these Terms of Use. We reserve the right to change our subscription plans and other Services offered to Customers or adjust pricing for our Services or any components thereof in any manner and at any time. We will give you at least 30 days’ notice prior to any price change or change to your subscription plan.

Receptionist Fees. We charge Customers two types of fees for Receptionist Services by phone, which are calculated on a monthly basis. First, we charge a fixed fee based on the package of Services you purchase, and such fixed fee is due in advance, on or before the first day of each monthly billing period. Second, we charge a variable overage fee if your usage exceeds the base usage units included with your subscription, and such variable overage fee is due in arrears on or around the first business day following each monthly billing period. 

Receptionist Minutes. We measure Customer usage of our Receptionist Services using the concept of Total Handling Time. Total Handling Time is calculated by adding up total call time with after call work time (where we input call notes and send them to you). As an example, if a call is ten seconds long, and it took our receptionist 20 seconds to input the call notes, 30 seconds will be calculated as work time (or half of a Receptionist Minute).

For Inbound Calls, call time is calculated starting from the time the Receptionist receives the call and ending when a Receptionist transfers the call through to someone, or to voicemail, or otherwise disconnects because the call is over. We include hold time and exclude talk time once a call is transferred to you or your voicemail box.

For Outbound Calls, call time is calculated by counting the time our Outbound Call Specialist is on the call, as well as the time they spend sending a follow-up email to notify you of the outcome of the call.

Billing and Payment. By signing up as a “Virtual Assistant/Receptionist” Customer, you acknowledge and agree to the billing and payment provisions described herein. You are responsible for paying the fees associated with the Services you have selected as described above, as well as any and all applicable sales and use taxes for the purchase of your subscription based on the address that you provide when you register as a Customer.  Your initial billing period may be less than a full month, in which case, your fees for that initial billing period will be prorated accordingly. All fees are quoted in United States dollars or Candian Dollars.

You must maintain a valid payment method on file with us. You agree that we may charge your credit or debit card, or withdraw amounts from your designated account at your depository institution, or charge any other payment method that you have on file with the fees due hereunder, any sales and use taxes and any late fees or interest (as described below). You represent and warrant that the payment information you provide to us is correct and accurate and you are using a form of payment that you are legally authorized to use for this purpose. You agree that you are solely liable for any payment or credit card fraud, abuse or unauthorized use by you or others. Except for downgrades and cancellations by you in the manner permitted herein, payments are non-refundable, and there are no refunds or credits for partially used periods.

If you do not pay on time or if we cannot charge the payment method you have on file for any reason, we reserve the right to either suspend or terminate your access to the Services. In addition, if any payment is not received within 30 days after the due date, then we may charge a late fee of $10 and we may assess interest at the rate of 1.5% of the outstanding balance per month (18% per year), or the maximum rate permitted by law, whichever is lower, from 30 days after the due date until the date paid. If your unpaid fees are referred to an attorney or collections agency, you shall pay all reasonable attorney’s fees or collections agency fees.

You may contact us to upgrade, downgrade or cancel the Services you have selected by contacting Epik Contact at info@epikcontact.com. Your upgrade or downgrade is effective immediately and applies to the entire monthly billing period during which you contacted us. If you contact us to cancel during a free trial or an introductory period during which we give you a money back guarantee, your cancellation is effective immediately. Otherwise, your cancellation is effective at the end of the then-current monthly billing period.

Duration and Termination. As a “Virtual Assistant/Receptionist” Customer, the duration of your contract with Epik Contact is 30 days. Epik Contact may in its sole discretion change the contract’s terms or cancel the contract by giving 30 days’ notice in writing or as otherwise provided in these Terms. You may cancel the contract with 30 days’ notice by contacting Epik Contact at support@epikcontact.com. If your contract with Epik Contact is not changed or canceled as provided herein, it will renew automatically each 30 days. You acknowledge that Epik Contact’s obligations to you under the contract begin a new with each renewal, and that Epik Contact owes you no obligations beyond each successive 30-day contract period.

We may terminate your contract immediately upon giving notice to you if: (i) we suspect  that a request from you or your client, customer or caller interacting with us by telephone, text, live chat, or other Software features (in each case, a “Caller”) constitutes or otherwise relates to fraudulent or otherwise illegal activity or to a sexual or otherwise potentially illicit encounter, (ii) you or your Callers are abusive, disrespectful, or otherwise inappropriate to our personnel, or (iii) you breach any of these Terms. In addition, we may terminate your subscription for any other reason or for no reason by giving you 30 days’ notice. If you cancel your subscription or otherwise terminate your agreement with Epik Contact, we will retain any fees you paid to us under these Terms unless otherwise set forth in our Refund Policy or herein. If we terminate your subscription and determine you are owed a refund for paid but unused fees, we will refund a prorated amount based on your subscription fee at the time of termination and the number of days remaining in the billing cycle by issuing a credit to your credit card.

Service Access. Epik Contact will use commercially reasonable efforts to maintain availability of the Services during your subscribed-to Service times. You agree and understand that there will be times when the Services will not be available, such as scheduled maintenance times; outages; emergency maintenance; unavailability caused by software, hardware, other Customers or Callers; and causes beyond our reasonable control. Epik Contact will make commercially reasonable efforts to notify you of planned downtime and unavailability of the Services. Epik Contact is not liable for any delays, interruptions, or other transmission errors resulting from any lack of Service, whether or not the cause is mentioned in this paragraph, or any lack of Service caused by your device or your internet or wireless service provider.

Telephone Numbers. When you sign up as a Customer, at your option, we will host your established telephone number or assign you a forwarding telephone number. We will allow you to port-away the telephone number associated with your account if you terminate your subscription provided your account is in good standing and (i) we were hosting your established telephone number or (ii) the forwarding telephone number was assigned to you more than twenty-one days prior to the port-away date. Epik Contact reserves the right to release or reassign any telephone numbers not ported back within one months after termination of the applicable subscription.

Consent to Do Business Online

By accessing our Site, signing up for Services or creating an account with us, or typing your name into any of our electronic forms and indicating your acceptance or submission of information by clicking a box, you consent to (i) Epik Contact communicating with you electronically; (ii) receiving all applications, notices, disclosures and authorizations (collectively, “Records”) from us electronically; and (iii) entering into agreements and transactions using electronic Records and signatures. Please note that federal law treats electronic signatures as having the same legal force and effect as if they were signed on paper by hand, and online contracts have the same legal force as signing an equivalent paper contract in ink. We will use electronic documents for all communications, notices, agreements, disclosures, authorizations and other documents necessary to provide you with the Services. You agree that any notices, agreements, disclosures or other communications that we send to you electronically will satisfy any legal communication requirements, including that such communications be in writing. You must have a computer or other web-enabled device, an internet connection, an active email account, and the ability to receive and read PDF files to conduct business with us electronically. You agree to be responsible for keeping your own Records. If you require assistance with your Records or if you wish to receive Records in paper format or to withdraw your consent to receiving electronic records from us, please contact us at support@epikcontact.com. Agreements and transactions executed prior to this request will remain valid and enforceable.

Disclaimer of Warranties

YOUR USE OF THE SERVICES IS AT YOUR OWN RISK. EPIK CONTACT MAKES NO EXPRESS, IMPLIED OR STATUTORY REPRESENTATIONS, WARRANTIES, OR GUARANTEES IN CONNECTION WITH THE SERVICES OR RELATING TO THE AVAILABILITY, QUALITY, RELIABILITY, SUITABILITY, TIMELINESS, TRUTH, ACCURACY OR COMPLETENESS OF THE SERVICES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICES ARE PROVIDED TO YOU ON AN “AS IS,” “AS AVAILABLE” AND “WHERE-IS” BASIS WITH NO WARRANTY OF IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON- INFRINGEMENT OF THIRD-PARTY RIGHTS. Epik Contact does not warrant that the services will meet all of your requirements or that its operations will be uninterrupted or error free, or that any defect within the services will be corrected. No oral or written information, representation or advice given by Epik Contact shall create a warranty without a writing signed by Epik Contact reflecting the creation of such warranty. 

Limitation of Liability

EPIK CONTACT SHALL NOT BE LIABLE TO YOU FOR ANY DAMAGES RESULTING FROM YOUR USE OF THE SERVICES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL EPIK CONTACT BE LIABLE TO YOU FOR ANY INDIRECT, EXTRAORDINARY, EXEMPLARY, PUNITIVE, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OR ANY LOSS OF DATA, REVENUE, PROFITS, USE OR OTHER ECONOMIC ADVANTAGE, HOWEVER ARISING, EVEN IF EPIK CONTACT KNOWS THERE IS A POSSIBILITY OF SUCH DAMAGE. NOTWITHSTANDING ANYTHING TO THE CONTRARY HEREIN, EPIK CONTACT SHALL NOT BE LIABLE TO YOU FOR ANY AMOUNTS THAT, TOGETHER WITH AMOUNTS ASSOCIATED  WITH  ALL  OTHER  CLAIMS,  EXCEED  THE AGGREGATE OF THE FEES  PAID  BY  YOU TO EPIK CONTACT FOR SERVICES DURING THE THREE MONTHS PRIOR TO THE ACT THAT GAVE RISE TO THE LIABILITY OR, IF NO FEES WERE PAID DURING SUCH THREE MONTH PERIOD, ONE HUNDRED US DOLLARS ($100), IN EACH CASE, WHETHER OR NOT EPIK CONTACT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Indemnification

YOU AGREE TO INDEMNIFY AND HOLD US, OUR SUBSIDIARIES AND OUR AFFILIATES, AND THEIR RESPECTIVE MEMBERS, DIRECTORS, OFFICERS, AGENTS, PARTNERS AND EMPLOYEES, HARMLESS FROM ANY LOSS, LIABILITY, COST, EXPENSE, CLAIM, DAMAGES, OR DEMAND, INCLUDING WITHOUT LIMITATION REASONABLE ATTORNEYS’ FEES, DUE OR RELATING TO OR ARISING OUT OF (I) YOUR USE OF OUR SERVICES IN VIOLATION OF OUR TERMS, (II) YOUR BREACH OF OUR TERMS, OR (III) ANY BREACH OF YOUR REPRESENTATIONS AND WARRANTIES SET FORTH IN OUR TERMS. 

Class Action Waiver

YOU HEREBY WAIVE ANY RIGHT TO COMMENCE OR PARTICIPATE IN ANY CLASS ACTION LAWSUIT AGAINST EPIK CONTACT RELATED TO ANY CLAIM, DISPUTE OR CONTROVERSY, AND, WHERE APPLICABLE, YOU HEREBY AGREE TO OPT OUT OF ANY CLASS PROCEEDING AGAINST EPIK CONTACT OTHERWISE COMMENCED ON OR AFTER THE EFFECTIVE DATE OF THESE TERMS. 

Dispute Resolution, Binding Arbitration

Any controversy or claim between you and Epik Contact arising out of or relating to: (i) these Terms, or the breach thereof, or (ii) your access to or use of the Services, or (iii) any alleged violation of any federal or state or local law, statute or ordinance (each such controversy or claim, a “Claim”), shall be resolved exclusively by a binding arbitration administered by the Canadian Arbitration Association in accordance with its Commercial Arbitration Rules, with the arbitration to be held in Toronto, Ontario, Canada. You hereby consent to the exclusive jurisdiction of the provincial and federal courts located in Toronto, Ontario, Canada to enforce these Terms. However, judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof. Claims shall be heard by a single arbitrator. Arbitrations shall be held in Toronto, Ontario but the parties may choose for themselves whether to appear in person, by phone, or through the submission of documents. The arbitration shall be governed by the Commercial Arbitration Act and by the internal laws of the Province of Ontario, without regard to conflicts of laws principles. The prevailing party shall be entitled to an award of reasonable attorneys’ fees. In arbitration, the parties give up their right to have their Claim decided by a judge or jury, and their Claim is instead decided by an arbitrator. Discovery rights and appellate rights in arbitration are more limited than in court. The arbitrator shall issue a reasoned award in writing, including all findings of fact and law upon which the award was made.

YOU AND EPIK CONTACT AGREE THAT EACH MAY BRING OR PARTICIPATE IN CLAIMS AGAINST THE OTHER ONLY IN THEIR RESPECTIVE INDIVIDUAL CAPACITIES, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, CONSOLIDATED OR REPRESENTATIVE PROCEEDING. UNLESS BOTH YOU AND EPIK CONTACT AGREE OTHERWISE IN WRITING, THE ARBITRATOR MAY NOT CONSOLIDATE OR JOIN THE CLAIMS OF OTHER PERSONS OR PARTIES WHO MAY BE SIMILARLY SITUATED, AND MAY NOT OTHERWISE PRESIDE OVER ANY FORM OF A REPRESENTATIVE OR CLASS PROCEEDING. IF A CLAIM IMPLICATES THIS SECTION, AND IF THIS SECTION IS FOUND TO BE INVALID, UNENFORCEABLE OR ILLEGAL BY A COURT OF COMPETENT JURISDICTION, THEN SUCH CLAIM MUST BE ADJUDICATED BY A COURT AND NOT BY AN ARBITRATOR. NOTWITHSTANDING THE FOREGOING, IF ANY CLAIM IS NOT SUBJECT TO ARBITRATION, YOU AGREE TO SUBMIT AND CONSENT TO THE PERSONAL AND EXCLUSIVE JURISDICTION IN, AND THE EXCLUSIVE VENUE OF, THE STATE AND FEDERAL COURTS LOCATED WITHIN MULTNOMAH COUNTY, OREGON, WHICH IS THE PLACE OF PERFORMANCE OF THESE TERMS.

TERMINATION

Except for your contract with Epik Contact as a “Virtual Assistant/Receptionist” Customer, both you and Epik Contact may terminate the contract formed by these Terms of Use at any time with notice to the other. On termination, you lose the right to access or use the Services. The terms and conditions set forth under the following section headings shall survive termination: Acceptable Use; Disclaimer of Warranties; Limitations on Liability; Class Action Waiver; Dispute Resolution, Binding Arbitration; and General. For the avoidance of doubt, this section does not apply to any contract between Epik Contact and a Customer, which may only be terminated as provided under the section heading Subscriptions.

Terms of Use Revisions

Epik Contact reserves the right to revise these Terms of Use by updating the Terms of Use posted to its website without prior notice.  Your continued use of our Services following the posting of changes constitutes your acceptance of such changes. You are advised to periodically visit this page to determine the then current Terms of Use. You further agree that in the event any portion of these Terms of Use are found to be unenforceable, the remainder of these Terms of Use shall remain in full force and effect and the otherwise unenforceable portion shall be amended so as to be enforceable to the greatest extent permitted by law. 

 

TERMS OF USE of the WEBSITE

PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING THIS WEBSITE.

The following Terms and Conditions govern and apply to your use of or reliance upon this website maintained by Epik Contact Centers Inc. (the “Website”).

Your access or use of the Website indicates that you have read, understand and agree to be bound by these Terms and Conditions and any other applicable laws, statutes and/or regulations. We may change these Terms and Conditions at any time without notice, effective upon its posting to the Website. Your continued use of the Website will be considered your acceptance to the revised Terms and Conditions.

  1. AGE RESTRICTION

You must be at least eighteen (18) years of age to use this Website or any services contained herein. Your access or use of this Website indicates your representation that you are at least eighteen (18) years of age. We assume no responsibility or liability for any misrepresentation of your age.

  1. INTELLECTUAL PROPERTY

All intellectual property on the Website is owned by us or our licensors, which includes materials protected by copyright, trademark, or patent laws. All trademarks, service marks and trade names are owned, registered and/or licensed by us. All content on the Website, including but not limited to text, software, code, designs, graphics, photos, sounds, music, videos, applications, interactive features and all other content is a collective work under Canadian and other copyright laws and is the proprietary property of the Company; All rights reserved.

  1. USE OF COMPANY MATERIALS

We may provide you with certain information as a result of your use of the Website including, but not limited to, documentation, data, or information developed by us, and other materials which may assist in the use of the Website or Services (“Company Materials”). The Company Materials may not be used for any other purpose than the use of this Website and the services offered on the Website. Nothing in these Terms of Use may be interpreted as granting any license of intellectual property rights to you.

  1. PAYMENT

When you make a purchase on the Website, you agree to provide a valid instrument to make a payment. Pay attention to the details of the transaction, as your total price may include taxes, fees, and shipping costs, all of which you are responsible for.

When you provide a payment instrument to us, you confirm that you are permitted to use that payment instrument. When you make a payment, you authorize us (and our designated payment processor) to charge the full amount to the payment instrument you designate for the transaction. You also authorize us to collect and store that funding instrument, along with other related transaction information.

If you pay by credit or debit card, we may obtain a pre-approval from the issuer of the card for an amount as high as the full price. If you cancel a transaction before completion, this pre-approval may result in those funds not otherwise being immediately available to you.

We may cancel any transaction if we believe the transaction violates these Terms, or if we believe doing so may prevent financial loss.

In order to prevent financial loss to you or to us, we may contact your funding instrument issuer, law enforcement, or affected third parties (including other users) and share details of any payments you are associated with, if we believe doing so may prevent financial loss or a violation of law.

  1. SALE OF GOODS AND SERVICES

We may sell goods or services or allow third parties to sell goods or services on the Website. We undertake to be as accurate as possible with all information regarding the goods and services, including product descriptions and images. However, we do not guarantee the accuracy or reliability of any product information and you acknowledge and agree that you purchase such products at your own risk.

  1. ACCEPTABLE USE

You agree not to use the Website for any unlawful purpose or any purpose prohibited under this clause. You agree not to use the Website in any way that could damage the Website, the services or the general business of Epik Contact Centers Inc.

You further agree not to use and/or access the Website:

  • To harass, abuse, or threaten others or otherwise violate any person’s legal rights;
  • To violate any intellectual property rights of us or any third party;
  • To upload or otherwise disseminate any computer viruses or other software that may damage the property of another,
  • To perpetrate any fraud;
  • To engage in or create any unlawful gambling, sweepstakes, or pyramid scheme;
  • To publish or distribute any obscene or defamatory material;
  • To publish or distribute any material that incites violence, hate or discrimination towards any group;
  • To unlawfully gather information about others.
  1. PROTECTION OF PRIVACY

Through your use of the Website, you may provide us with certain information. By using the Website, you authorize us to use your information in Canada and any other country where we may operate.

We may receive information from external applications you use to access our Website, or we may receive information through various web technologies, such as cookies, log files, clear gifs, web beacons or others.

We use the information gathered from you to ensure your continued good experience on our website. We may also track certain of the passive information received to improve our marketing and analytics, and for this, we may work with third-party providers, including other marketers.

If you would like to disable our access to any passive information we receive from the use of various technologies, you may choose to disable cookies in your web browser.

  1. REVERSE ENGINEERING & SECURITY

You may not undertake any of the following actions:

  • Reverse engineer, or attempt to reverse engineer or disassemble any code or software from or on the Website;
  • Violate the security of the Website through any unauthorized access, circumvention of encryption or other security tools, data mining or interference to any host, user or network.
  1. INDEMNIFICATION

You defend and indemnify Epik Contact Centers Inc. and any of its affiliates and hold us harmless against any and all legal claims and demands, including reasonable attorney’s fees, which may arise from or relate to your use or misuse of the Website, your breach of these Terms and Conditions, or your conduct or actions. We will select our own legal counsel and may participate in our own defence, if we wish to so.

  1. SERVICE INTERRUPTIONS

We may need to interrupt your access to the Website to perform maintenance or emergency services on a scheduled or unscheduled basis. You agree that your access to the Website may be affected by unanticipated or unscheduled downtime, for any reason, but that the we will have no liability for any damage or loss caused as a result of such downtime.

  1. NO WARRANTIES

Your use of the Website is at your sole and exclusive risk and any services provided by us are on an “as is” basis. We disclaim any and all express or implied warranties of any kind, including, but not limited to the implied warranty of fitness for a particular purpose and the implied warranty of merchantability. We make no warranties that the Website will meet your needs or that the Website will be uninterrupted, error-free, or secure. We also make no warranties as to the reliability or accuracy of any information on the Website or obtained through the Services. Any damage that may occur to you, through your computer system, or as a result of loss of your data from your use of the Website is your sole responsibility and we are not liable for any such damage or loss.

  1. PRIVACY

In addition to these Terms and Conditions, this Website has a Privacy Policy that describes how your personal data is collected and how cookies are used on the Website. For more information, you may refer to our Privacy Policy, available on the Website.

By using or browsing this Website, you also acknowledge that you have read our Privacy Policy.

  1. LIMITATION ON LIABILITY

We are not liable for any damages that may occur to you as a result of your use of the Website, to the fullest extent permitted by law. The maximum liability of Epik Contact Centers Inc. arising from your use of the Website is limited to the greater of one hundred ($100) Canadian Dollars or the amount you paid to Epik Contact Centers Inc. in the last six (6) months. This applies to any and all claims by you, including, but not limited to, lost profits or revenues, consequential or punitive damages, negligence, strict liability, fraud, or torts of any kind.

CONTACT EPIK CONTACT

If you have any questions about these Terms, please contact us at info@epikcontact.com