Virtual Receptionist Services
Ivyanswer.com is owned and operated by VirtualHeadquarters.com LLC (VHQ). VirtualHeadquarters.com LLC (VHQ) acts as an agent for ReceptionHQ LLC (RHQ). These Terms of Service (these “Terms”) govern the access and use of all services and products offered by VirtualHeadquarters.com LLC ("VHQ") and ReceptionHQ LLC (“RHQ”) (Company Number R13564778). These Terms constitute a legally binding agreement between VHQ, RHQ and any individual or entity that accesses or otherwise uses or receives any VHQ or RHQ services or products (“Customer”).
2.1 Account. Customer must register with VHQ before receiving any RHQ Services. After such registration is complete, RHQ will establish an online account for Customer (“Customer’s Account”) that can be accessed on the client portal on the VHQ Website and, at VHQ/RHQ’s option, from one or more VHQ/RHQ Apps.
2.2 Password. Customer will not share with any third party, and will otherwise keep secret, any password that can be used to access Customer’s Account (“Customer’s Password”). Customer will be solely responsible for all activities conducted through Customer’s Account, and will be liable for all losses and damages arising from any use or misuse of Customer’s Account. If Customer believes that any third party knows Customer’s Password or that there has been any unauthorized access to Customer’s Account, Customer will immediately change Customer’s Password and notify VHQ/RHQ. Customer will not, and will have no right to, transfer Customer’s Account or Customer’s Password to any third party.
2.3 Telephone Number. After Customer registers with VHQ/RHQ:
(a) VHQ/RHQ will assign to Customer a unique telephone number for use with RHQ services provided to Customer; or
(b) Customer may port their existing telephone number to RHQ's telecommunications carrier for use with RHQ Services provided to Customer.
To the extent not prohibited by applicable law or regulation, in the event that any Trial Service or VHQ/RHQ Paid Service (as defined in Section 4 below) is terminated, RHQ may retain the assigned telephone number for use as it sees fit.
3. TRIAL SERVICE
3.1 Trial Period. Subject to these Terms, VHQ/RHQ may provide to Customer a live receptionist answering service (“Trial Service”) during a trial period commencing on Customer’s registration with VHQ/RHQ and expiring within a number of days specified by VHQ/RHQ, which period may be extended or shortened by RHQ in its discretion provided the Customer is notified (such period, “Trial Service Term”). Customer acknowledges and agrees that the scope and details of the Trial Service will be determined by RHQ in its discretion. The Trial Service is not applicable for prior Customers of VHQ/RHQ, casual Customers or new Customers that require RHQ Services for promotional or advertising campaigns.
3.2 Trial Usage Charges. At no charge to Customer, RHQ will provide Customer with a credit to be applied to incremental charges that are incurred based on Customer’s usage of the Trial Service (“Trial Usage Credit”). Customer acknowledges and agrees that (a) the amount of the Trial Usage Credit will be determined by RHQ in its discretion and (b) the amount of such incremental charges will be determined, and may be changed, by RHQ in its discretion. RHQ will notify the Customer of the amount of the Trial Usage Credit and the amount of incremental charges.
3.3 Termination of Trial Service. VHQ/RHQ or Customer may immediately terminate the Trial Service at any time for any reason or no reason by providing written notice to the other. Without limiting the foregoing, VHQ/RHQ may terminate the Trial Service upon expiration of the Trial Service Term, depletion of the Trial Usage Credit, or commencement of any VHQ/RHQ Paid Services (as defined in Section 4 below). After the termination of the Trial Service, Customer will need to purchase VHQ/RHQ Paid Services, as described in Section 4 below, in order to continue to receive services from VHQ/RHQ after the end of the Trial Service Term. Any portion of the Trial Usage Credit not used prior to termination of the Trial Service will be forfeited and may not be used in connection with any VHQ/RHQ Paid Services.
4. PAID SERVICES
4.1 Adding Paid Services. Customer may at any time request to receive one or more of the paid services described on the VHQ Website or in these Terms (“VHQ/RHQ Paid Services”). Customer will select a pricing plan for each VHQ/RHQ Paid Service from the pricing plans offered by VHQ/RHQ (“Pricing Plans”). Prior to providing any VHQ/RHQ Paid Services, RHQ may require that Customer provide information about a credit card to which Customer authorizes RHQ to submit charges as permitted under these Terms (“Customer’s Credit Card”).
4.2 Paid Service Terms. Each VHQ/RHQ Paid Service that Customer requests and VHQ/RHQ agrees to provide (which agreement may be withheld by VHQ/RHQ acting reasonably) is referred to in these Terms as a “Selected Paid Service.” Subject to these Terms, VHQ/RHQ will provide the Selected Paid Services for consecutive one (1) calendar month periods (each such period, a “Paid Service Term”) until terminated in accordance with these Terms.
5. SMARTPHONE APPS
5.1 licence. Subject to these Terms, VHQ/RHQ grants to Customer a personal, limited, nonexclusive, nontransferable, nonsublicenceable licence to install and use each VHQ/RHQ App on devices for which it was designed solely for the purpose of accessing Customer’s Account and using VHQ/RHQ Services.
5.2 Restrictions. Customer will not, and will have no right to (a) modify or create derivative works of any VHQ/RHQ App; (b) sell, rent, lease, lend, distribute or sublicence any VHQ/RHQ App; or (c) decompile, reverse engineer or disassemble, or otherwise attempt to derive the source code of, any VHQ/RHQ App, or encourage, assist or authorize any other person to any of the foregoing.
5.3 Updates. VHQ/RHQ will use its reasonable endeavours to make available to Customer updates, upgrades and new versions of one or more VHQ/RHQ Apps (collectively, “App Updates”). Each App Update will be deemed to be a VHQ/RHQ App for the purposes of these Terms.
5.4 licence Termination. The licence granted to Customer in Section 5.1 will be terminated by written notice from RHQ if Customer fails to comply with this Section 5 after VHQ/RHQ has given Customer five (5) days’ written notice to remedy the non-compliance, or upon termination of all Selected Paid Services in accordance with these terms. In addition, RHQ may terminate such licence at any time with respect to any or all RHQ Apps (after providing Customer with reasonable written notice, where this is reasonably practicable) and upon such termination RHQ may modify the affected RHQ Apps to make them inoperable. Upon any termination of such licence with respect to any RHQ App, Customer will cease all use of such RHQ App and delete all such copies thereof.
5.5 Ownership. Except for the rights explicitly granted to Customer in these Terms, all right, title and interest in the RHQ Apps are reserved and retained by RHQ and its licensors. Customer will not acquire any intellectual property rights or other rights in any RHQ App as a result of downloading or using it.
6.1 Pricing. The charges for each VHQ/RHQ Paid Service may include (a) subscription charges that do not vary based on Customer’s usage of the VHQ/RHQ Paid Service (“Subscription Charges”) and/or (b) incremental charges that are incurred based on Customer’s usage of the VHQ/RHQ Paid Service, e.g., without limitation, excess inbound call charges, messages sent via SMS, call transfer charges and after-hour charges (“Usage Charges”). The charges for the VHQ/RHQ Paid Services are set out in the price list on the VHQ/RHQ Website (“Price List”) and restated along with any additional charges in Section 6.2, both of which may be revised by VHQ/RHQ from time to time as set out in Section 7. All prices quoted exclude any applicable taxes.
6.2 Fees and Charges
Virtual Receptionist Subscription Charges
Calls Per Month
|Virtual Receptionist 25||25||Monthly||$2.60||$65.00|
|Virtual Receptionist 50||50||Monthly||$2.45||$110.00|
|Virtual Receptionist 100||100||Monthly||$2.40||$199.00||Virtual Receptionist 150||150||Monthly||$2.40||$299.00|
|Virtual Receptionist 200||200||Monthly||$2.40||$395.00|
|Virtual Receptionist 250||250||Monthly||$2.40||$490.00|
|Virtual Receptionist 300||300||Monthly||$2.40||$585.00|
|Virtual Receptionist 350||350||Monthly||$2.40||$685.00|
|Virtual Receptionist 400||400||Monthly||$2.40||$780.00|
|Virtual Receptionist 450||450||Monthly||$2.40||$875.00|
|Virtual Receptionist 500||500||Monthly||$2.35||$975.00|
|Virtual Receptionist 600||600||Monthly||$2.35||$1,165.00|
|Virtual Receptionist 700||700||Monthly||$2.35||$1,355.00|
|Virtual Receptionist 800||800||Monthly||$2.30||$1,545.00|
|Virtual Receptionist 900||900||Monthly||$2.30||$1,740.00|
|Virtual Receptionist 1,000||1,000||Monthly||$2.30||$1,925.00|
** After Hours Calls. Calls answered by VHQ/RHQ outside of 5am to 7pm Monday to Friday local time in Phoenix, Arizona or on a United States Federal Holiday (based on Mountain Standard Time) will incur a surcharge of $0.30 per call for ReceptionistPlus subscriptions.
MyAssistant Subscription Fees & Charges
Minutes Per Month*
(Charged Per Second)
|My Assistant 25||25||Monthly||$1.90||$95.00|
|My Assistant 50||50||Monthly||$1.90||$135.00|
|My Assistant 100||100||Monthly||$1.90||$195.00||My Assistant 150||150||Monthly||$1.85||$250.00|
|My Assistant 200||200||Monthly||$1.85||$320.00|
|My Assistant 250||250||Monthly||$1.85||$395.00|
|My Assistant 300||300||Monthly||$1.85||$470.00|
|My Assistant 350||350||Monthly||$1.85||$555.00|
|My Assistant 400||400||Monthly||$1.85||$620.00|
|My Assistant 450||450||Monthly||$1.85||$695.00|
|My Assistant 500||500||Monthly||$1.80||$760.00|
|My Assistant 600||600||Monthly||$1.80||$910.00|
|My Assistant 700||700||Monthly||$1.80||$1,050.00|
|My Assistant 800||800||Monthly||$1.75||$1,195.00|
|My Assistant 900||900||Monthly||$1.75||$1,335.00|
|My Assistant 1,000||1,000||Monthly||$1.70||$1,475.00|
** After Hours Calls. Calls answered by VHQ/RHQ outside of 5am to 7pm Monday to Friday local time in Phoenix, Arizona or on a United States Federal Holiday (based on Mountain Standard Time) will incur a surcharge of $0.30 per call ($0.25 per minute from 1 May 2022) for MyAssistant subscriptions.
MessageExpress Subscription Fees & Charges
Calls Per Month*
|MessageExpress||Nil, pay as you go||Monthly||$1.50||$15.00|
** After Hours Calls. Calls answered by VHQ/RHQ outside of 5am to 7pm Monday to Friday local time in Phoenix, Arizona or on a United States Federal Holiday (based on Mountain Standard Time) will incur a surcharge of $0.20 per call for MessageExpress subscriptions.
|Number of additional contacts||Price (per month)|
|More than 50||Price on application|
Customer may place their account on hold to retain their phone number and avoid reactivation fee for $5 per month.
Usage Charges.VHQ/RHQ Paid Services may attract the following additional charges dependent on Customer preferences (as agreed by VHQ/RHQ and customer) and Customer usage.
Messaging and Call Transfer
|Message by SMS||$0.05 per message ($0.10 multi segment)|
|Call transfer to landline or cell phone||$0.20 per call|
|Call transfer to international number||Dependent on country - please enquire if you anticipate calls being transferred outside of the United States|
|Virtual Address||$50 per month|
|Additional Numbers||$10 per month|
Minutes Per Month
|MessageCenter Voicemail||200||$9.95||$0.06 per minute|
After Hours Calls. Calls answered by the RHQ answering service outside of 5am to 7pm Monday to Friday local time in Phoenix, Arizona or on Paid Public Holidays (New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas) based on Mountain Standard Time, will incur a surcharge of $0.30 per call or $0.20 per call for Message Express. will incur a surcharge of $0.30 per call or $0.20 per call for Message Express.
Calls identified by RHQ as being from telemarketers or promotional companies will not be deducted from subscription allowances or incur the excess call rates stated above in Section 6.2. RHQ makes best endeavours but takes no responsibility for the accurate identification of such calls as being from telemarketers or promotional companies.
VHQ & RHQ define a telemarketing call as one that:
- (a)Solicits interest from prospective customers, relates to a political campaign or contains music and/or messages with no apparent association to Customer, and
- (b)is either a recording or from a natural person where Customer has instructed RHQ to immediately terminate such a call.
Short Duration Calls.Calls answered by VHQ/RHQ that are under 5 seconds in duration will not be deducted from subscription allowances or incur the excess call rates stated above in this section 6.2.
6.3 Discounts. If VHQ/RHQ grants to Customer any discount for any Selected Paid Service, VHQ/RHQ will notify Customer in writing about the details of the discount and the period during which it will apply. The discount will be applied to the applicable charges set out in the Price List or these Terms and will apply only during the period specified by VHQ/RHQ in writing (“Discount Period”), after which the charges set out in the Price List or these Terms will apply without such discount.
6.4 Subscription Charges. For each Selected Paid Service, the applicable Subscription Charge for each Paid Service Term may be charged to Customer’s Credit Card in advance of such Paid Service Term (which will not be more than one (1) day prior to the commencement of a Paid Service Term). With respect to any Selected Paid Service that is added during the course of (i.e., not on the first day of) a Paid Service Term, the Subscription Charge for such Paid Service Term will be pro-rated for the remainder of such Paid Service Term and may be charged to Customer’s Credit Card when RHQ starts providing such Selected Paid Service.
6.5 Usage Charges.
- (a)Customer will be required to maintain a prepaid credit to be applied to Usage Charges incurred by Customer (“Prepaid Usage Credit”). On or before the first day of the first Paid Service Term, VHQ/RHQ may establish the Prepaid Usage Credit by charging to Customer’s Credit Card an amount of $50 or such other amount as is otherwise specified by RHQ in writing (“Prepayment Amount”). Customer may not transfer the Prepaid Usage Credit to any third party.
- (b)For each Selected Paid Service, all Usage Charges incurred by Customer in excess of the usage allowances included in the Pricing Plan selected by Customer (“Excess Usage Charges”) will be deducted automatically from the balance of the Prepaid Usage Credit. The usage allowances included in each Pricing Plan will expire if not used within the time periods to which they apply, and in any event, unused usage allowances for any Paid Service Term will not be carried over to any subsequent Paid Service Term.
- (c)Each time the balance of the Prepaid Usage Credit decreases below a certain threshold amount determined by RHQ (which will be $0 unless RHQ notifies Customer otherwise in advance), VHQ/RHQ may charge to Customer’s Credit Card an amount equal to that which restores the Prepaid Usage Credit to $0 plus the Prepayment Amount, which will be added to the balance of the Prepaid Usage Credit (“Prepayment Charge”).
- (d)The Prepayment Amount will increase for subsequent Prepayment Charges should the value of a Prepayment Charge exceed a $50 increment higher than it has previously been (for example if a Prepayment Charge is $170, the Prepayment Amount would be set to $150 for subsequent Prepayment Charges). This practice will apply until the Prepayment Amount is set at the maximum value of $500. VHQ/RHQ will otherwise have the right to increase the Prepayment Amount upon reasonable written notice to Customer if VHQ/RHQ reasonably determines, that the Prepayment Amount is insufficient to cover Excess Usage Charges likely to be incurred by Customer.
- (d)RHQ may charge to Customer’s Credit Card any Excess Usage Charges incurred by Customer that exceed the available balance of the Prepaid Usage Credit.
6.6 Pricing Plan Changes. Customer may request to change the Pricing Plan it selected for any Selected Paid Service to a different Pricing Plan. If VHQ/RHQ approves such request (acting reasonably), the new Pricing Plan will take effect on the first day of the Paid Service Term following the Paid Service Term in which VHQ/RHQ receives such request unless Customer requests, and VHQ/RHQ agrees, that the new Pricing Plan will take effect during the Paid Service Term in which VHQ/RHQ receives such request, in which case the following will apply:
(a) Customer’s Paid Service Term for the new Pricing Plan will commence the following day (unless Customer and VHQ/RHQ agree otherwise); and
(b) if there are unused usage allowances in the previous Pricing Plan, the Customer will receive a credit to their account calculated as:
Credit % (defined below) x Subscription Charge of previous Pricing Plan
Credit % means the amount equal to the lesser of:
(i) days remaining in the Paid Service Term divided by the average number of days in a month (30.4 days); or
(ii) unused usage allowances in the previous Pricing Plan divided by usage allowances of the previous Pricing Plan.
(c) Usage Charges incurred by Customer during a Paid Service Term in excess of usage allowances will be calculated under the terms of the Pricing Plan that was in place at that time of the usage; and
(d) except as set out in Section 6.6(b) above, where a Pricing Plan change occurs pursuant to this Section 6.6, Customer will not be entitled to any refunds or credits for any amounts previously paid, and any charges previously incurred by Customer will remain payable by Customer.
6.7 Taxes. Customer will be responsible for any taxes, duties, levies or other governmental charges (collectively, “Taxes”) assessed or imposed in connection with any VHQ/RHQ Offerings provided to Customer or any payments or transactions under these Terms, excluding VHQ/RHQ’s income taxes. Customer will be responsible for paying applicable sales and use taxes for the purchase of any Paid Services based on the address that Customer provides when registering with VHQ/RHQ. If VHQ/RHQ is obligated to collect or pay any such Taxes, VHQ/RHQ may charge to Customer’s Credit Card the amount of such Taxes except to the extent Customer provides VHQ/RHQ with a valid tax exemption certificate authorized by the appropriate taxing authority.
6.8 Credit Card Payments. Customer hereby authorizes VHQ/RHQ to submit charges to Customer’s Credit Card as permitted under this Section 6. Notwithstanding anything to the contrary, VHQ/RHQ may, acting reasonably at its discretion, and after providing Customer with reasonable notice, require that (a) a different credit card be provided as Customer’s Credit Card, or (b) any amount VHQ/RHQ is permitted to charge to Customer’s Credit Card be paid by Customer using an alternative method of payment e.g., cheque or electronic funds transfer.
6.9 Other Payment Terms.All amounts payable by Customer under these Terms will be charged in United States dollars and paid via a payment method agreed by the parties. If any amount payable by Customer under these Terms is not paid when due (including, without limitation, due to a charge to Customer’s Credit Card being declined or initially accepted but subsequently reversed), (a) Customer may be charged interest on any overdue amount at a rate of 10% per annum which will accrue on a daily basis from the due date until such amount is paid in full, (b) Customer will be responsible for all reasonable expenses (including collection and legal fees) reasonably incurred by RHQ in collecting such amount and (c) RHQ reserves the right to re-direct Customer’s telephones calls to an automated answering service with immediate effect until such amount is paid in full after providing Customer written notice of the redirection, unless there is a genuine dispute about the invoice as reasonably determined by VHQ/RHQ.
6.10 Unwanted Calls. VHQ/RHQ does not take any responsibility for any inbound calls, including, without limitation, any inbound calls from (a) telemarketers or promotional companies, (b) callers who misdialed, or (c) or callers who do not leave messages. VHQ/RHQ makes best endeavours to facilitate the blocking of numbers as nominated by Customer to minimise the number of such calls, however these calls qualify as inbound calls and may result in Usage Charges in accordance with Section 6.2.
6.11 Invoices. VHQ/RHQ will email Customer, and make available via the client portal, invoices which:
- outline the Subscription Charge within a reasonable period of time upon the commencement of a Paid Service Term
- outline the Usage Charges and relevant fees that have accrued to Customer during the relevant period of service
- are calculated by reference to the data recorded by VHQ/RHQ. VHQ/RHQ’s records are sufficient proof of a charge that is payable unless they are shown to be incorrect.
6.12 Invoice disputes. Customer will use its reasonable endeavours to notify VHQ/RHQ of any invoice dispute within fourteen (14) days of receipt of an invoice, following the process outlined in Section 15. If Customer disputes an invoice, the invoice must continue to be paid on time however VHQ/RHQ will credit or refund Customer if it is later reasonably determined by VHQ/RHQ or pursuant to the dispute resolution process outlined in Section 15 that the invoice was incorrect and the Customer is entitled to a credit or refund.
7. Changes to Terms and Services.
7.1 Revisions to Prices.VHQ/RHQ may revise the Price List or charges set out in these Terms from time to time. Such revisions may include, without limitation, changes to the amounts of the Subscription Charges or Usage Charges for VHQ/RHQ Paid Services, changes to the usage allowances included in the Pricing Plans, and discontinuation of Pricing Plans.
(a) Each such revision will take effect after reasonable advance written notice is provided to Customer (for example, by being posted to the VHQ/RHQ Website), except that any such revision that affects a Selected Paid Service will apply to Customer starting at the commencement of a Paid Service Term beginning no less than thirty (30) days from the date which RHQ provides notice of such revision to Customer in accordance with Section 16.8. If Customer does not agree to any such revision, Customer may terminate the affected Selected Paid Services in accordance with Section 10.1 below on and from the effective date of the revision and discontinue its use of such Selected Paid Services. If Customer does not terminate its use of any affected Selected Paid Service prior to the effective date of such revision, Customer will be deemed to have agreed to such revision with respect to such Selected Paid Service.
(b) If a Pricing Plan selected by Customer is discontinued, VHQ/RHQ will provide Customer with reasonable advance notice of no less than thirty (30) days and Customer will be given the option of selecting a new Pricing Plan from then-current pricing plans offered by VHQ/RHQ. If Customer does not select a valid new Pricing Plan prior to the effective date of such discontinuation, then (i) RHQ may suspend the affected Selected Paid Service until Customer selects a valid new Pricing Plan after providing reasonable advance written notice to Customer or (ii) Customer may terminate the affected Selected Paid Service pursuant to Section 10.1 on and from the effective date of the discontinuation by providing written notice to VHQ/RHQ.
7.2 Changes to Services or Terms. VHQ/RHQ may from time to time make changes to any Selected Paid Service (including, without limitation, the scope, nature and other details of such Selected Paid Service), these Terms, VHQ/RHQ’s Fair Use Policy (as defined in Section 8.4 below) or any other terms or conditions appearing on the VHQ/RHQ Website that may be referred to in these Terms, in each case by providing reasonable advanced written notice to Customer in accordance with Section 13.3. Each such change will be effective on the date of such notice if such change is made by VHQ/RHQ to comply with any applicable laws or to address any actual or reasonably likely potential third party claims, or if such notice is provided to Customer during the Trial Service Term, provided that Customer may terminate the affected Selected Paid Service pursuant to Section 10.1 on and from the effective date of the change by providing written notice to VHQ/RHQ if the nature or functionality of the affected Selected Paid Services is materially impacted by the change it will be effective at the end of the Paid Service Term in which such notice is delivered, provided that if such notice is delivered less than fifteen (15) days prior to the end of such Paid Service Term, such change will be effective at the end of the subsequent Paid Service Term if Customer does not agree to such change, Customer may terminate the affected Selected Paid Services in accordance with Section 10.1 below on and from the effective date of the change and discontinue its use of all other affected VHQ/RHQ Offerings. If Customer does not terminate such Selected Paid Services and discontinue its use of all other affected VHQ/RHQ Offerings in accordance with this Section 7.2, Customer will be deemed to have agreed to such change. For avoidance of doubt, this paragraph does not apply to changes to the Price List, which are addressed in Section 7.1.
8. OTHER OBLIGATIONS OF CUSTOMER
8.1 Information Provided by Customer. Customer represents that all information provided by Customer to VHQ/RHQ (including, without limitation, all contact information and information regarding Customer’s Credit Card) is accurate, up-to-date and complete at the time it is provided to VHQ/RHQ. Customer will update all such information so that it remains accurate, up-to-date and complete at all times.
8.2 Forwarding Phone Numbers. Some VHQ/RHQ Offerings may involve the forwarding of calls or messages to phone numbers specified by Customer (“Forwarding Telephone Numbers”). Customer represents that all Forwarding Telephone Numbers are under Customer’s direct control, and Customer will not direct VHQ/RHQ to forward calls or messages to any phone numbers not under Customer’s direct control. In addition, Customer acknowledges and agrees that VHQ/RHQ will have the right to reasonably refuse to forward calls and messages to any telephone number VHQ/RHQ, in which case Customer will need to provide a different telephone number to receive forwarded calls and messages.
8.3 Compliance with Laws. Customer will at all times comply with all applicable laws and regulations in connection with its use of VHQ/RHQ Offerings. Customer will not use any VHQ/RHQ Offerings to engage in, or to encourage or assist others to engage in, any illegal or fraudulent activities.
8.4 VHQ/RHQ Fair Use Policy. In connection with its use of VHQ/RHQ Offerings, Customer will at all times comply with VHQ/RHQ’s fair use policy (“Fair Use Policy”). The Fair Use Policy pertains to:
(a) Customer’s usage during the Trial Service Term. RHQ may shorten or end the Trial Service Term of the Customer with immediate effect should it determine, at its absolute discretion, that the Customer’s usage is in any way unreasonable.
(b) Customer’s inbound call durations on ReceptionistPlus and Message Express subscriptions. After providing reasonable (30 days) written notice to Customer, VHQ/RHQ may require that Customer’s Account be re-configured, that Customer transition to a MyAssistant subscription or terminate any or all Selected Paid Services with effect at the end of the next Paid Service Term ending no sooner than thirty (30) days after notice is provided, should it determine in its reasonable opinion, that the Customer’s inbound call durations are in any way excessive or unreasonable. (c) Customer’s call transfer durations. After providing reasonable (30 day) written notice, VHQ/RHQ may require that Customer’s call transfers be charged on a per minute basis or terminate any or all Selected Paid Services with effect at the end of the next Paid Service Term ending no sooner than thirty (30) days after notice is provided, should it determine, in its reasonable opinion at that the Customer’s use of call transfers is in any way unreasonable.
This Fair Use policy may be amended by VHQ/RHQ from time to time by providing reasonable written notice (30 days) to Customer.
8.5 Other Prohibited Activities. Customer will not, and will have no right to:
(a) sell, resell or otherwise provide any VHQ/RHQ Offerings to third parties, or use or otherwise exploit any VHQ/RHQ Offerings for the purpose of selling or otherwise providing to third parties the benefit of any VHQ/RHQ Offerings or any products or services that are similar to any VHQ/RHQ Offerings;
(b) overburden, disable or otherwise disrupt any VHQ/RHQ Offerings or interfere with the use of any VHQ/RHQ Offerings by any other VHQ/RHQ customers; or
(c) obtain or attempt to obtain any materials or information regarding any VHQ/RHQ Offerings or any other user of VHQ/RHQ Offerings through any means not intentionally made available or provided for by VHQ/RHQ through the VHQ/RHQ Website or any VHQ/RHQ App.
8.6 Indemnification. Customer will indemnify, defend, and hold harmless VHQ/RHQ from and against all liabilities, damages, and costs (including settlement costs and reasonable attorneys’ fees) arising out of any breach by Customer of this Section 8 or any third party claim relating to any of Customer’s products, services or businesses.
8.6 Indemnification. Customer will indemnify, defend, and hold harmless VHQ/RHQ from and against all liabilities, damages, and costs (including settlement costs and reasonable legal fees) arising out of any breach by Customer of these Terms or any third party claim relating to any of Customer’s products, services or businesses, provided that Customer’s liability under or in connection with this indemnity will be proportionately reduced to the extent VHQ/RHQ’s breach of the Terms or other wrongful act or omission caused or contributed to VHQ/RHQ’s liability, damages or costs.
9. SERVICE SUSPENSION
9.1 Insufficient Funds. VHQ/RHQ may suspend the performance of any or all Selected Paid Services if any charge submitted by VHQ/RHQ to Customer’s Credit Card as permitted under these Terms is declined or is initially accepted but subsequently reversed, or any amount payable by Customer under these Terms is not otherwise paid when due after providing Customer with seven (7) days prior written notice to pay all outstanding amounts in full.
9.2 Emergency Suspension. VHQ/RHQ may immediately suspend the performance of any or all Selected Paid Services and disable Customer’s access to Customer’s Account and any VHQ/RHQ Offerings if VHQ/RHQ has a reasonable belief that (a) Customer has committed any breach of Section 8 or has engaged in any activity that could pose a serious threat or risk to VHQ/RHS or its employees, (including attracting calls causing undue stress for VHQ/RHQ employees) or disrupt any VHQ/RHQ Services, or (b) there has been any unauthorized access to Customer’s Account or unauthorized use of any VHQ/RHQ Services in Customer’s name.
9.3 Customer Default. If VHQ/RHQ’s performance of any of its obligations under these Terms is prevented or delayed by any act or omission by Customer or failure by Customer to perform any obligation, including Sections 9.1 and 9.2 above, (“Customer Default”): (a) without limiting or affecting any other right or remedy available to it, VHQ/RHQ shall have the right to suspend performance of any of the VHQ/RHQ Services until Customer remedies the Customer Default, and to rely on the Customer Default to relieve it from the performance of any of its obligations in each case to the extent the Customer Default prevents or delays VHQ/RHQ’s performance of any of its obligations; (b) VHQ/RHQ shall not be liable for any costs or losses sustained or incurred by Customer arising from VHQ/RHQ’s failure or delay to perform any of its obligations as set out in this Section 9, and (c) Customer shall reimburse VHQ/RHQ on written demand for any costs or losses reasonably sustained or incurred by VHQ/RHQ arising from the Customer Default, provided that Customer’s liability under or in connection with this indemnity will be proportionately reduced to the extent VHQ/RHQ’s breach of the Terms or other wrongful act or omission caused or contributed to VHQ/RHQ’s costs or losses.
9.4 Effect of Suspension. In the event of a suspension in accordance with this Section 9, applicable charges will continue to accrue to Customer.
10. SERVICE TERMINATION
10.1 Termination by Customer.(a) For Cause. Customer may terminate any Selected Paid Service on written notice to VHQ/RHQ: (i) if VHQ/RHQ is in material breach of the Terms and the breach remains unremedied for more than thirty (30) days after receipt of a written notice from Customer to remedy the breach; or (ii) Customer has the right to terminate pursuant to Section 7.1 or Section 7.2, in which case Customer will have access to the VHQ/RHQ Services for any remaining period of the Paid Service Term and be entitled to a refund of any unused balance of the Prepaid Usage Credit, from which has been deducted any amounts Customer incurred prior to termination or that are owed by Customer pursuant to these Terms. (b) For Convenience Customer may terminate the Selected Paid Services at any time by sending VHQ/RHQ an email to firstname.lastname@example.org that identifies the Selected Paid Services to be terminated and the date on which Customer desires such termination to take effect (“Requested Termination Date”), which date will be no earlier than three (3) days after the date such email is sent. If a new Paid Service Term starts earlier than three (3) days after such email is sent, Customer will incur the applicable Subscription Charge for the new Paid Service Term (the “Final Paid Service Term”). The effective date of such termination will be either (i) the Requested Termination Date, or should Customer not state a Requested Termination Date, (ii) the last day of the Final Paid Service Term. Irrespective of the effective date of termination, Customer will have access to the Selected Paid Services until the last day of the Final Paid Service Term.(c) Where Customer terminates pursuant to this Section 10.1(b): (i) Default position the Subscription Charges which have been pre-paid will be retained and the VHQ/RHQ Services available to Customer until the last day of the Final Paid Service Term (subject to reinstatement fees under clause 10.3(f)) and the unused balance of the Prepaid Usage Credit will be retained by VHQ/RHQ for future use by Customer if Customer decides to re-instate or otherwise re-commence the VHQ/RHQ Service pursuant to Section 10.3(f); or (ii) Refund Request where Customer requests a refund of the unused Prepaid Usage Credit referred to in Section 10.1(c)(i) and VHQ/RHQ agrees to the request (acting reasonably), VHQ/RHQ will refund Customer this amount from which has been deducted an administration fee of $30 (to cover VHQ/RHQ’s reasonable costs in processing the refund) and any amounts Customer incurred prior to termination or that are owed by Customer pursuant to these Terms.
10.2 Termination by VHQ/RHQ
(a) For Cause. VHQ/RHQ may terminate any Selected Paid Services on written notice to Customer if (i) Customer is in material breach of Section 5.2, 8.3, 8.4 or 8.5 of these terms, (ii) Customer commits is in material breach of any other sections of these Terms and the breach remains unremedied for more than thirty (30) days after the receipt of a written notice from RHQ/OHQ to remedy the breach or (iii) Customer ceases conducting business in the normal course, becomes insolvent, makes a general assignment for the benefit of creditors, suffers or permits the appointment of a receiver for its business or assets, avails itself of or becomes subject to any petition or proceeding relating to insolvency or the protection of the rights of creditors, or any other insolvency or bankruptcy proceeding or other similar proceeding for the settlement of Customer’s debt is instituted. Where VHQ/RHQ terminates any Selected Paid Service pursuant to this Section 10.2(a), VHQ/RHQ will have no obligation to refund any Subscription Charges pre-paid by Customer for any such Selected Paid Service for the terminated portion of the relevant Paid Service Term or the unused balance of any Prepaid Usage Credit.
(b) For Convenience. VHQ/RHQ may terminate for convenience any Selected Paid Service by providing written notice to Customer in accordance with Section 16.8. Such termination will be effective immediately if such Selected Paid Service is terminated by VHQ/RHQ to comply with any applicable laws or to address any actual or reasonably likely potential third party claims; otherwise, VHQ/RHQ must provide Customer with at least thirty (30) days’ prior written notice, with the termination being effective at the end of the Paid Service Term ending no sooner than thirty (30) days following such notice being given provided that Customer will be entitled to a refund of the unused balance of the Prepaid Usage Credit, from which has been deducted any amounts Customer incurred prior to termination or that are owed by Customer pursuant to these Terms.
10.3 Other Effects of Termination
(a) Unless expressly provided by these Terms or otherwise required by law, VHQ/RHQ will have no obligation to refund any Subscription Charges or any unused balance of the Prepaid Usage Credit if the Selected Paid Services are terminated by either party. (b) Phone Calls and Messages. Following termination of any VHQ/RHQ Service, VHQ/RHQ will not be responsible in any way for answering calls, taking or delivering messages, or performing any other activities in connection with such VHQ/RHQ Service. (c) Customer’s Account. Upon termination of all VHQ/RHQ Services, VHQ/RHQ may terminate Customer’s Account and Customer’s access to the Account. (d) Customer Data. VHQ/RHQ will have no obligation to retain any data or other information (including, without limitation, any messages or call logs) obtained or generated by VHQ/RHQ in connection with any VHQ/RHQ Service after termination of such VHQ/RHQ Service unless otherwise agreed in writing between VHQ/RHQ and Customer. (e) Service Reinstatement. Following termination of any VHQ/RHQ Service, VHQ/RHQ will have no obligation to reinstate or otherwise recommence such VHQ/RHQ Service. If VHQ/RHQ elects (in its discretion) to reinstate or otherwise recommence a terminated VHQ/RHQ Service, VHQ/RHQ may require that Customer pay a reinstatement fee of $50 (to cover VHQ/RHQ’s reasonable costs in processing the reinstatement).
12. GDPR DATA PROTECTION (relevant to individuals located in the EU)
12.1 VHQ/RHQ and Customer all agree to comply with the relevant data protection regulation and laws (the “Data Protection Laws”), these being; up to and including 24 May 2018, the Data Protection Act 1998 (the “Act”) and thereafter the General Data Protection Regulation (“GDPR”) (as amended or updated from time to time). Further VHQ/RHQ and Customer acknowledge that these Terms, in part or whole, do not relieve, remove or replace, either VHQ/RHQ or Customer’s obligations under the Act or GDPR.
12.2 VHQ/RHQ and Customer acknowledge that for the purposes of the Act and GDPR, RHQ is the data processor (the “Processor”) and the Customer is the data controller (the “Controller”) in relation to Customer’s personal data (“Personal Data”). The Controller hereby appoints the Processor with respect to processing activities undertaken in the course of the provision of receptionist services.
12.3 RHQ and Customer acknowledge and agree that the Processor is subject to the following obligations:
12.3.1 The Processor shall comply with the relevant Data Protection Laws and must: –
- - (a)only act on the written instructions of the Controller and ensure those acting under their authority so the same
- - (b)ensure that people processing the data are subject to a duty of confidence
- - (c)use its best endeavours to safeguard and protect all personal data from unauthorised or unlawful processing, including (but not limited to) accidental loss, destruction or damage
- ensure that all processing meets the requirements of the GDPR and related Data Protection Laws
- - (d)ensure that all processing meets the requirements of the GDPR and related Data Protection Laws;
- - (e)ensure that where a Sub-Processor is used, they:
- - only engage a Sub-Processor with the prior consent of the Controller
- - inform the Controller of any intended changes concerning Sub-Processors
- - they implement a written contract containing the same data protection obligations as set out in these Terms
- - understand that any failure on the part of the Sub-processor to comply with the Data Protection Laws, the Processor remains fully liable to the Controller for the performance of the Sub-Processor’s obligations
- - assist the Controller in providing subject access and allowing data subjects to exercise their rights under the Data Protection Laws
- - assist the Controller in meeting its data protection obligations in relation to:
- - (i)the security of processing data protection impact assessments
- - (ii)the investigation and notification of personal data breaches
- - (g)delete or return all personal data to the Controller as requested unless not permitted to do so by law
- - (h)make available to the Controller all information necessary to demonstrate compliance with the obligations laid down in the relevant Data Protection Laws
- - (i)tell the Controller immediately if they have done something (or are asked to do something) infringing on Data Protection Law
- - (j)co-operate with supervisory authorities in accordance with GDPR Article 31
- - (k)notify the Controller of any personal data breaches in accordance with GDPR Article 33
12.3.2 The Processor is responsible for ensuring that each of its employees, agents, subcontractors or vendors are made aware of its obligations regarding the security and protection of the personal data and the terms set out in these terms.
12.3.3 The Processor shall maintain induction and training programs that adequately reflect the Data Protection Law requirements and regulations.
12.3.4 Any transfers of personal data to a third country or an international organisation shall only be carried out on documented instructions from the Controller; unless a legal requirement exists, the Processor shall inform the Controller of that legal requirement before processing.
12.3.5 The Processor shall maintain a record of all categories of processing activities carried out on behalf of the Controller, containing: –
- - (a)the name and contact details of the Processor(s) and of each Controller on behalf of which the Processor is acting
- - (b)the categories of processing carried out on behalf of each Controller
- - (c)transfers of personal data to a third country or an international organisation, including the identification of that third country or international organisation and, the documentation of suitable safeguards
- - (d)a general description of the technical and organisational security measures referred to in Article 32(1)
12.3.6 The Processor shall maintain records of processing activities in writing, including in electronic form and shall make the record available to the supervisory authority on request
12.3.7 When assessing the appropriate level of security and the subsequent technical and operational measures, the processor shall consider the risks presented by any processing activities, in particular from accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to personal data transmitted, stored or otherwise processed.
12.4 VHQ/RHQ and Customer acknowledge and agree that the Controller is subject to the following obligations:
12.4.1 The Controller is responsible for verifying the validity and suitability of the Processor before entering into a business relationship.
12.4.2 The Controller shall carry out adequate and appropriate onboarding and due diligence checks for all Processors, with a full assessment of the mandatory Data Protection Law requirements.
12.4.3 The Controller shall verify that the Processor has adequate and documented processes for data breaches, data retention and data transfers in place.
12.4.4 The Controller shall obtain evidence from the Processor as to the: –
- - verification and reliability of the employees used by the Processor
- - any certificates, accreditations and policies as referred to in the onboarding process
- - technical and operational measures used in safeguarding the Personal Data
- - procedures in place for allowing data subjects to exercise their rights, including (but not limited to), subject access requests, erasure & rectification procedures and restriction of processing measures
12.4.5 Where the Controller has authorised the use of any Sub-Processor by the initial Processor, the Controller must verify that similar data protection agreements are in place between the initial Processor and Sub-Processor.
12.4.6 Where the Controller has authorised the use of any Sub-Processor by the initial Processor, the details of the Sub-Processor must be added to a register of Sub-Processors.
12.5 The Controller and Processor acknowledge they understand and agree to the following specifics with respect to the Processor’s processing activities:
- - (b)The Controller authorises the Processor to transfer certain Personal Data to other member entities of the wholly owned group to which the Processor belongs in order for receptionist services to be provided outside of local operating hours. These other member entities are located in Australia and the United Kingdom;
- - (d)When the Processor handles phone calls on behalf of the Controller, the caller may provide Personal Data of their own to Processor (RHQ) in the form of their contact details to be forwarded to Controller (Customer). In this instance the caller is the controller and RHQ the Processor and as Processor, RHQ relies on the concept of “legitimate interest” (as defined in GDPR Article 6(1)(f)) in collecting this Personal Data and transmitting it to Customer;
- - (e)The appointment by the Controller of the Processor will remain until terminated by either party in accordance with the notice periods outlined in section 10
13. LIMITATIONS OF LIABILITY
13.1 Disclaimer of Warranties. Customer acknowledges and agrees that Customer’s use of the VHQ/RHQ offerings is at Customer’s sole risk. Subject to Section 13.2 and to the maximum extent permitted by applicable law, the VHQ/RHQ Offerings are provided “as is” and “as available,” with all faults and without warranty of any kind, and VHQ/RHQ expressly disclaims all representations and warranties (whether express, implied, statutory or otherwise) regarding any VHQ/RHQ offerings or any other aspects of these Terms, including, without limitation, any warranties of title, satisfactory quality, non-infringement of third party rights, accuracy, quiet enjoyment, merchantability or fitness for a particular purpose, and any warranties arising out of any industry custom or course of dealing. Without limiting the foregoing, RHQ makes no representations or warranties regarding the quality, accuracy or content of any information or messages received on behalf of customer, and VHQ/RHQ does not warrant that any VHQ/RHQ offering will be free of mistakes, defects or inaccuracies, will be available without interruption, or will meet customer’s requirements.
13.2 Statutory Guarantees. VHQ/RHQ does not exclude, restrict or modify any liability that cannot be excluded, restricted or modified, or which cannot be excluded, restricted or modified except to a limited extent, as between VHQ/RHQ and Customer by law. However, where such statutory provisions apply, to the extent to which VHQ/RHQ is entitled to do so, VHQ/RHQ’s liability will be limited at its option to:
- (a) in the case of a supply of goods:
- the replacement of the goods or supply of equivalent goods:
- the payment of the cost of replacing the goods or acquiring equivalent goods:
- the payment of the cost of having the goods repaired; or
- the repair of the goods; and
- (b) in the case of services:
- the supply of the services again; or
- the payment of the cost of having the services supplied again.
13.3 Limitations of Liability. . References to liability in this Section 13 include every kind of liability arising under or in connection with these Terms including liability in contract, tort (including negligence), misrepresentation, restitution or otherwise. To the extent not prohibited by applicable law, (a) Neither party will be liable under or in connection with these Terms for any indirect, special, incidental, consequential, exemplary or punitive damages, or any damages for business interruption or loss of revenues, profits, business or data, and (b) VHQ/RHQ’s maximum aggregate liability under or in connection with these Terms is limited to the total of all amounts paid by Customer to VHQ/RHQ for the VHQ/RHQ Offerings giving rise to liability applicable to the Paid Service Terms during which the events giving rise to liability occurred. The foregoing limitations will apply even if the above stated remedy fails of its essential purpose.
13.4 Essential Part of Bargain. Customer acknowledges that the disclaimers of warranties and limitations of liability set out in these Terms are essential to the bargain between Customer and VHQ/RHQ, and that VHQ/RHQ would not have been willing to enter into these Terms or to provide any VHQ/RHQ Offerings to Customer absent any such disclaimers or limitations.
13.5 Exceptions. The laws of some jurisdictions may not allow the exclusion of implied warranties or limitations on applicable statutory rights of a consumer. If such laws apply to Customer, some or all of the warranty exclusions and limitations of liability set out in these terms may not apply to Customer.
14. CONFIDENTIAL INFORMATION
14.1 Confidentiality.Each party must keep all Confidential Information of the other party confidential and secret at all times, only use and disclose that Confidential Information to the extent necessary for compliance with its obligations and duties in accordance with the provisions of these Terms and must take all action necessary to maintain the confidential nature of the other party’s Confidential Information.
14.2 Disclosure required by law.A party may disclose the Confidential Information of the other party if legally compelled to do so by any judicial or administrative body in which case it must promptly inform the other party and take all reasonably available legal measures to avoid such disclosure.
14.3 Return or destruction of Confidential Information. Each party must, on receipt of written notice from the other party requiring the return or destruction of any of the Confidential Information in the possession, custody or control of the relevant party:
- (a) return to the other party or, at the option of the other party, destroy within 10 Business Days all Confidential Information, including all documentation and materials in its possession or under its control which in any way relate to or embody the Confidential Information together with any and all copies of extracts of the Confidential Information or related documentation;
- (b) provide to the other party or, at the option of the other party, destroy within 10 Business Days all original and copy reports, notes and records prepared by it in relation to the Confidential Information; and
- (c) where reasonably practicable, delete any Confidential Information that has been entered into a computer, database or other electronic means of data or information storage by it.
14.4 Definitions For the purposes of these Terms:
- (a) “Business Days” means any day other than a Saturday, Sunday or public holiday in Arizona, United States.
- (b) “Confidential Information” means, in respect of a party:
- (i) any confidential or commercially sensitive information regarding the business or the assets and affairs of that party; and
- (ii) these Terms.
15. DISPUTE RESOLUTION
15.1 Subject to section 15.9, a party must not start court proceedings in respect of a dispute arising out of or in connection with these Terms (“Dispute“) unless it has complied with this section 15.
15.2 If any Dispute arises, the party claiming that a Dispute has arisen must notify the other party (giving details of the Dispute) and the parties will make every effort to resolve the Dispute by mutual negotiation followed by mediation in accordance with this section 15.
15.3 During the seven day period after a notice is given under section 15.2 (or such longer period agreed to in writing by the parties to the Dispute) (the “Initial Period”), each party must use its best efforts to resolve the Dispute through mutual negotiation between a representative from each party with authority to agree to a resolution of the Dispute.
15.4 If the parties are unable to reach a resolution of the Dispute by mutual negotiation of their representatives by the end of the Initial Period, each party agrees that the Dispute must be referred for mediation in accordance with the laws of Arizona.
15.5 The role of any mediator is to assist in negotiating a resolution of the Dispute. A mediator may not make a decision that is binding on a party unless that party has so agreed in writing.
15.6 Any information or documents disclosed by a party under this section:
- (a) must be kept confidential; and
- (b) may not be used for any purpose except to attempt to resolve the Dispute.
15.7 Each party must bear its own costs of complying with this section and the parties must bear equally the costs of the mediator.
15.8 If a party has complied with sections 15.1 to 15.4 and the Dispute has not been resolved within 21 days from the end of the Initial Period, then either party may terminate the dispute resolution process by giving written notice to the other party.
15.9 Nothing contained in this section will deny any party the right to seek injunctive relief from an appropriate court.
15.10 The dispute resolution procedures in this section will not apply where a party is entitled under these Terms to immediately terminate these Terms.
16.1 Governing Law and Venue. These Terms will be governed by and construed pursuant to the laws of Arizona, United States and the parties agree to submit to the jurisdiction of the Courts of Arizona, United States in connection with any dispute relating to these Terms.
16.2 Force Majeure. If VHQ/RHQ or customer is prevented from or delayed in complying with an obligation by an event beyond its reasonable control, performance by it of that obligation is suspended during the time compliance is prevented or delayed.
16.3 Severability. If the whole or any part of a provision of these Terms is invalid or unenforceable in a jurisdiction it must, if possible, be read down for the purposes of that jurisdiction so as to be valid and enforceable. If however, the whole or any part of a provision of these Terms is not capable of being read down, it is severed to the extent of the invalidity or unenforceability without affecting the remaining provisions of these Terms or affecting the validity or enforceability of that provision in any other jurisdiction.
16.4 Waiver.A party does not waive a right, power or remedy if it fails to exercise or delays in exercising the right, power or remedy. A single or partial exercise by a party of a right, power or remedy does not prevent another or further exercise of that or another right, power or remedy. A waiver of a right, power or remedy must be in writing and signed by the party giving the waiver.
16.5 Survival.Any indemnity or obligation of confidentiality in these Terms is independent and survives termination of these Terms. Any other term which by its nature is intended to survive termination of these Terms survives termination of these Terms.
16.6 Assignment.Customer will not assign, whether in whole or part, the benefit of these Terms or any rights or obligations under these Terms, without the prior written consent of RHQ, which will not be unreasonably withheld.
16.7 Entire Agreement.This Agreement constitutes the entire agreement between the parties in connection with its subject matter and supersedes all previous agreements or understandings between the parties in connection with its subject matter.
16.8 Notices to Customer. Any notice from VHQ/RHQ to Customer required, permitted or otherwise contemplated by these Terms may be provided by VHQ/RHQ to Customer by email, text message, message in the client portal on the VHQ website, telephone or voicemail message.