Our Terms
And
Conditions
Explained
These outline how we operate, what you can expect from us. It’s all about keeping things transparent, and respectful.
Welcome to Backbone Customer Service. By engaging with our services, you agree to comply with the following Terms and Conditions. Please read them carefully. If you do not agree, you should refrain from using our services.
→ Backbone Customer Service: Refers to the service provider.
→ Customer: Refers to the individual or organization using our services.
→ Agreement: The contract between Backbone Customer Service and the Customer as outlined in these terms.
→ SLA (Service Level Agreement): The agreed performance targets for our services.
Effective Date: 18th January 2025
Backbone Customer Service provides outsourced customer service solutions, including but not limited to: Handling customer inquiries via email, chat, or other platforms. Managing disputes on platforms such as PayPal, Klarna, and Shopify. Providing performance insights and analytics for customer service operations. The exact scope of services is defined in the agreement between Backbone Customer Service and the Customer.
→ We aim to meet or exceed SLA targets 90% of the time.
→ SLA performance may be affected by external factors beyond our control, such as system outages or force majeure events.
→ SLA compliance reports are available upon request.
Legal Responsibility: The Customer remains legally responsible for all aspects of their business, including compliance with applicable laws, regulations, and the accuracy of information provided to Backbone Customer Service.
Data and Access: The Customer must provide accurate information and grant necessary access to systems and platforms to enable Backbone to deliver its services.
Dispute Outcomes: While we strive to achieve the highest dispute win rates, success is contingent upon factors such as the Customer’s organizational structure, PayPal settings, product quality, and delivery times.
→ The Customer agrees to pay all fees as outlined in the agreement.
→ Payment is due within 7 days of receiving the invoice.
→ Late payments may incur additional charges as outlined in applicable laws.
→ Additional fees may apply for optional services, such as extra data storage or third-party integrations.
Backbone’s Liability: We are only liable for direct damages caused by gross negligence or willful misconduct and up to the amount paid for services in the preceding one month.
Exclusions: We are not liable for indirect damages, including loss of profit, reputation damage, or business interruption.
Force Majeure: Backbone Customer Service is not responsible for service disruptions caused by events beyond our control, such as natural disasters, cyberattacks, or third-party system failures.
→ Both parties agree to keep confidential information secure and use it only for the purposes outlined in the agreement.
→ We comply with applicable data protection laws, including GDPR. Please refer to our privacy policy for more details.
→ All content, tools, and materials developed by Backbone Customer Service remain our intellectual property unless otherwise agreed in writing.
→ The Customer retains ownership of their own data and materials shared with Backbone.
→ Any disputes will first be addressed through mutual discussion.
→ If no resolution is achieved, disputes will be submitted to the jurisdiction of the courts in The Netherlands.
Backbone Customer Service reserves the right to update these Terms and Conditions at any time. Updates will be communicated via email or on our website.
For any questions or concerns regarding these Terms and Conditions, please contact us at: Backbone Customer Service
support@backbonecustomerservice.com - WhatsApp: (085) 333 23 89
Backbone Customer Service, Trasmolenlaan 12, 3447GZ, Woerden, Utrecht, Netherlands
