Terms of Service

1. Agreement to Terms

By accessing and using Flo Support's services, you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by the above, please do not use this service.

2. Description of Service

Flo Support provides outsourced customer service solutions for e-commerce businesses, including but not limited to:

• Handling customer inquiries via email and messaging platforms
• Processing refund and return requests
• Managing order-related queries (WISMO)
• Resolving customer complaints
• Providing general customer support

3. Service Availability

Our customer service operates during UK business hours (Monday to Friday, 9 AM to 5 PM GMT). Response times may vary based on query complexity and volume. We aim to respond to all inquiries within 24 hours during business days.

4. Client Responsibilities

As a client, you agree to:

• Provide accurate and complete information about your business and policies
• Grant necessary access to your customer service platforms
• Maintain up-to-date product information and policies
• Pay invoices according to agreed terms
• Comply with all applicable laws and regulations
• Not use our services for any illegal or unauthorized purpose

5. Payment Terms

Payment terms will be specified in your service agreement. Generally, invoices are due within 30 days of issue. Late payments may result in service suspension. All prices are exclusive of VAT unless otherwise stated.

6. Confidentiality

We understand the sensitive nature of customer data and business information. All Flo Support team members are bound by strict confidentiality agreements. We will not disclose any client or customer information to third parties except as required by law.

7. Data Protection

We comply with UK GDPR and data protection laws. When handling customer data on your behalf, we act as a data processor. You remain the data controller and are responsible for ensuring you have appropriate legal bases for processing customer data.

8. Limitation of Liability

Flo Support's liability is limited to the monthly service fee paid by the client. We are not liable for any indirect, incidental, special, or consequential damages. We make no warranties about the uninterrupted or error-free operation of our services.

9. Termination

Either party may terminate the service agreement with 30 days' written notice. We reserve the right to terminate services immediately for breach of these terms or non-payment. Upon termination, we will securely delete or return all client data as requested.

10. Service Level Agreement

We commit to:

• Respond to customer inquiries within 24 hours during business days
• Maintain 99% uptime during business hours
• Follow your brand guidelines and tone of voice
• Escalate complex issues to you promptly
• Provide monthly performance reports

11. Intellectual Property

You retain all rights to your brand, products, and customer data. Flo Support retains rights to our proprietary methods, processes, and systems. Neither party may use the other's intellectual property without written consent.

12. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

13. Changes to Terms

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting. Continued use of our services constitutes acceptance of modified terms.

14. Contact Information

For questions about these Terms of Service, please contact us: