Terms and Conditions
1. Introduction
Welcome to OurLines (“we,” “our,” or “us”). We appreciate your interest in our virtual customer service platform (the “Platform”). These Terms and Conditions (“Terms”) outline the rules and guidelines for using OurLines.
By utilizing our services, you expressly acknowledge and agree to adhere to these Terms and Conditions. Your engagement with our services constitutes a legally binding agreement, and you hereby waive any right to pursue legal action or claims against OurLines except as explicitly provided for in these Terms. Your understanding and compliance with these terms are fundamental to fostering a positive and secure experience for all users.
2. User Accounts
(a) To access certain features of the Platform, you may be required to register for an account. You agree to provide accurate, current, and complete information during the registration process and to update such information to keep it accurate, current, and complete.
(b) You are responsible for maintaining the confidentiality of your OurLines account and password and for restricting access to your account. You agree to accept responsibility for all activities that occur under your OurLines account or password.
(c) We reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at our sole discretion.
3. Freelancers and Service Providers
(a) OurLines connects businesses with freelancers globally for virtual customer service. Freelancers shall use their own equipment, including but not limited to a computer, high-speed internet connection, and a headset.
(b) Freelancers may be required to provide verification proof of their identity, qualifications, and equipment specifications.
(c) Freelancers are strictly prohibited from working directly with OurLines clients without our prior written consent.
(d) Freelancers must sign a Non-Disclosure Agreement (NDA) before accessing client information and agree not to disclose any confidential information obtained during the course of their engagement.
(e) Freelancers are required to provide a certificate of good conduct, demonstrating a clear criminal record, as part of the onboarding process.
(f) Freelancers are responsible for their own taxes, insurance, and compliance with local laws and regulations.
(g) Freelancers acknowledge that they are responsible for maintaining the confidentiality of any client information, data, or proprietary materials accessed during their engagement. They agree to take all necessary measures to prevent unauthorized disclosure or use of such information.
(h) Freelancers must comply with all security protocols and guidelines provided by OurLines to safeguard client information and ensure the integrity of the virtual customer service process.
(i) Freelancers may be subject to periodic performance evaluations conducted by OurLines to ensure the quality and effectiveness of the virtual customer service provided.
(j) Freelancers must promptly report any technical issues, conflicts, or challenges that may impact their ability to fulfill their virtual customer service obligations.
(k) OurLines reserves the right to conduct background checks on freelancers, including but not limited to criminal history and professional conduct, to ensure the safety and integrity of the virtual customer service platform.
(l) Freelancers shall not engage in any form of discrimination, harassment, or unethical behavior while representing OurLines in the course of their virtual customer service duties.
(m) OurLines reserves the right to terminate the engagement of any freelancer who fails to comply with these Terms or whose conduct is deemed detrimental to the reputation or operations of the Platform.
4. Intellectual Property
(a) The content on the Platform, including text, graphics, logos, images, audio clips, digital downloads, and software, is the property of OurLines and is protected by intellectual property laws.
(b) Freelancers grant OurLines a non-exclusive, worldwide, royalty-free license to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display any work product created during the virtual customer service engagement for the sole purpose of providing services to clients.
5. Limitation of Liability
(a) To the fullest extent permitted by law, OurLines shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues.
(b) In no event shall OurLines’ liability exceed the total fees paid by you to us during the six months preceding the claim.
6. Governing Law and Dispute Resolution
(a) These Terms shall be governed by and construed in accordance with the laws of [Your Jurisdiction], without regard to its conflict of law principles.
(b) Any dispute arising out of or in connection with these Terms shall be resolved through arbitration in accordance with the rules of the [Arbitration Organization], and judgment upon the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof.
7. Changes to Terms
(a) We reserve the right to modify these Terms at any time. The most current version of the Terms will supersede all previous versions.
(b) Your continued use of the OurLines Platform after any changes to the Terms constitutes your acceptance of the revised Terms.
8. Client Interaction
(a) Freelancers must adhere to the client interaction guidelines provided by OurLines. This includes maintaining a professional demeanor, adhering to client-specific protocols, and promptly addressing client inquiries or concerns.
(b) Freelancers shall not disclose any personal contact information to clients or engage in any communication outside the OurLines platform without explicit written consent.
9. Payment and Compensation
(a) Freelancers will receive compensation as agreed upon in individual service agreements. Payments will be processed every 15 or 30 days, as mutually agreed upon. Some projects may include compensation for training, which will be outlined in the NDA and notified during the interview process.
(b) OurLines reserves the right to terminate the engagement of any freelancer who fails to respect the agreed-upon hourly rate or compensation terms.
10. Reporting Accuracy of Work
(a) Freelancers must accurately report the amount of work completed during their virtual customer service engagements.
(b) If inaccurate reporting is identified, OurLines reserves the right to terminate the freelancer’s engagement immediately.
11. Language Proficiency
(a) Freelancers must command one or more of the following languages: French, English, Spanish, and Haitian Creole.
(b) Failing to provide accurate language proficiency information or providing incorrect details may lead to termination.
12. Direct Client Contact
(a) Freelancers cannot contact clients directly to seek additional jobs or contract opportunities outside of the OurLines platform. Such actions may lead to termination.
These terms are subject to change. Freelancers are encouraged to review the terms regularly to stay informed of any updates.