Terms and Conditions

Flexpoint Solutions OÜ (“Flexpoint Solutions”, “we”, “us”)

1. Applicability and Definitions

1.1 These Terms and Conditions (“Terms”) apply to all services provided by Flexpoint Solutions OÜ, registered in Estonia (registration code: 17339990, address: Tuukri tn 19-202, Kesklinna linnaosa, 10120 Tallinn, Estonia, VAT number: EE102908327, e-mail: legal@flexpointsolutions.eu), to business customers (“Client”, “you”).

1.2 Our services include multilingual virtual assistant and back-office support, customer service, and related administrative tasks (“Services”), as described in our service packages.

1.3 These Terms apply to all quotations, agreements, and orders between Flexpoint Solutions and the Client.

2. Services

2.1 All services are provided remotely only. We do not provide onsite support.

2.2 We provide support in Dutch, German, and English.

2.3 Typical tasks include administrative support, agenda and CRM management, email handling, order processing, returns, bookings, and customer communication by phone, email, chat, and WhatsApp.

2.4 Excluded tasks: bookkeeping, accounting, translations, outbound sales, cold calling, lead generation, appointment setting, marketing campaigns, or social media strategy.

2.5 Outbound communication is limited to service-related purposes (e.g., call-backs or data confirmation).

3. Contract Duration and Renewal

3.1 The Trial Starter package (10 hours) is one-time only and non-renewable.

3.2 The Part-time subscription (~84 hrs/month) has a minimum term of four (4) months. After that, it is automatically renewed every four months unless terminated in writing at least one (1) month prior to renewal.

3.3 The Full-time subscription (~172.5 hrs/month) has a minimum term of six (6) months. After that, it is automatically renewed every six months unless terminated in writing at least two (2) months prior to renewal.

3.4 Contracts are binding for the entire term.

4. Use of Hours and Flexibility

4.1 Unused hours expire at the end of the month. Hours cannot be carried over.

4.2 Subscriptions cannot be paused or downgraded during the term.

4.3 Scaling up (extra hours or upgrade to a larger package) is only possible if capacity is available.

4.4 Scaling down is not possible during the contract term. After the contract period, a smaller package can be agreed upon, subject to availability.

5. Working Hours and Surcharges

5.1 Standard hours: Monday to Friday from 08:00 to 20:00 CET.

5.2 Surcharges outside standard hours:

• 20:00–22:00 → +25% surcharge

  
  

• 22:00–08:00 → +50% surcharge

  
  

• Saturday → +25% surcharge

  
  

• Sunday → +50% surcharge

  
  

• Public holidays → +50% surcharge (Christmas Eve/Day and New Year’s Eve/Day only by prior arrangement)

5.3 Work outside standard hours will be invoiced weekly in addition to the subscription.

6. Continuity

6.1 Clients generally always work directly with the founders of Flexpoint Solutions.

6.2 In case of illness, vacation, or other temporary absence, Flexpoint Solutions may appoint a qualified substitute. This substitute works under the responsibility of Flexpoint Solutions and is paid by us.

6.3 If no substitute is available, or a substitute unexpectedly fails, Flexpoint Solutions will credit or refund the unused hours proportionally. This applies only in cases of force majeure.

7. Client Obligations

7.1 The Client shall provide timely and accurate information, access, and tools necessary for the provision of services.

7.2 The Client remains responsible for compliance with applicable laws and regulations in their sector.

7.3 Any license costs or tools required by Flexpoint Solutions will be charged separately.

8. Pricing, Payment and Invoicing

8.1 All rates are agreed per package and are exclusive of VAT.

8.2 For EU clients with a valid VAT number, VAT is reverse-charged.

8.3 Invoices must be paid within fourteen (14) days.

8.4 In the event of late payment, services may be suspended and statutory interest charged.

8.5 Rates remain fixed during the contract term. Upon renewal after twelve (12) months, a price adjustment may be applied, always with prior notice.

9. Liability

9.1 Flexpoint Solutions is not liable for indirect or consequential damages, including loss of profit or data.

9.2 Total liability is limited to the amount paid by the Client to Flexpoint Solutions in the three (3) months preceding the claim.

11. Confidentiality and Data Protection

10.1 Both parties shall keep all confidential information strictly secret.

10.2 Flexpoint Solutions processes personal data in accordance with the GDPR.

10.3 Details are included in our Privacy Policy and GDPR Statement.

12. Governing Law and Jurisdiction

11.1 These Terms are governed by Estonian law.

12.2 Any dispute shall be submitted to the competent courts of Tallinn, Estonia.

13. Amendments

13.1 Flexpoint Solutions may amend these Terms with thirty (30) days’ notice.

12.2 Continued use of the services after the effective date of the amendments constitutes acceptance.