Terms & Conditions
Virtual Call Centre PTY LTD
Registration: 1999/000598/07
Last updated: March 2026
1. Financial Terms
Project Initiation: 90% of the agreed project fee is payable upfront before any project or engagement commences. The remaining 10% is payable upon project launch or go-live.
Monthly Licensing: All monthly licence and platform fees are due and payable within 21 calendar days of invoice date.
Variable Charges: Variable charges — including interaction-based fees, agent hours, and consumption-based platform usage — are billed monthly in arrears and due within 21 days of invoice.
Overdue Accounts: Accounts overdue beyond the agreed payment terms will attract interest at 2% per month (compounded monthly) on the outstanding balance.
2. Evaluation Period
All new client engagements are subject to a three-month evaluation period from commencement date. During this period, CXG and the client will jointly review performance against agreed KPIs, SLAs, and engagement objectives. Either party may raise concerns during this period via the designated account management process.
3. Client Obligations
Clients are responsible for providing accurate, complete, and timely information required to deliver the agreed services. This includes:
- Timely access to required systems, platforms, and data
- Prompt approval of content, scripts, and operational documentation
- Designated points of contact for day-to-day operations and escalations
- Compliance with applicable laws, including consumer protection and data privacy legislation
4. Intellectual Property Rights
All intellectual property developed by CXG in the course of delivering services — including methodologies, frameworks, platform configurations, AI models, and operational processes — remains the property of CXG (Virtual Call Centre PTY LTD) unless otherwise agreed in writing. Client data and materials provided to CXG remain the property of the client.
5. Portfolio & Case Study Rights
CXG retains the right to include client engagements in its portfolio and to reference client relationships in business development materials, unless the client has expressly requested confidentiality in writing prior to engagement commencement. Specific case study content will be agreed with clients before publication.
6. Confidentiality
Both parties agree to maintain the confidentiality of all non-public information exchanged during the course of the engagement. This obligation survives termination of the service agreement for a period of three years.
7. Limitation of Liability
CXG's liability in connection with any services provided shall be limited to the total fees paid by the client in the three-month period immediately preceding the event giving rise to the claim. CXG shall not be liable for indirect, consequential, or special damages.
8. Governing Law
These terms are governed by the laws of the Republic of South Africa. Any disputes arising shall be subject to the jurisdiction of the South African courts.