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END-USER SERVICES AGREEMENT (EUSA)

Last update: 05/06/2026 Company: Customer Care Linguists (“Customer Care Linguists,” “we,” “our,” or “us”)

​1. INTRODUCTION

This End-User Services Agreement (“Agreement”) governs your access to and use of the services, platforms, communications, websites, applications, support systems, and business operations provided by Customer Care Linguists.

By accessing, using, registering for, purchasing, or interacting with our services, you (“Client,” “Customer,” “User,” or “you”) acknowledge that you have read, understood, and agreed to be legally bound by this Agreement.

If you are entering into this Agreement on behalf of a business, organization, healthcare provider, law firm, educational institution, airline, government entity, or other legal entity, you represent that you have the authority to bind that entity to this Agreement.

 

2. COMPANY SERVICES

Customer Care Linguists provides professional business support and customer engagement services, including, but not limited to:

  • Virtual assistant services

  • Multilingual customer support

  • Translation and interpretation services

  • Call center and contact center operations

  • Live chat support

  • Administrative support

  • Technical support coordination

  • Appointment scheduling

  • Airline support services

  • Healthcare support services

  • Legal support services

  • Educational support services

  • E-commerce support services

  • Customer retention and engagement services

  • Email and ticket management

  • CRM and data entry support

  • Back-office operational support

  • Vendor and contractor coordination

  • AI-assisted workflow support where applicable

Services may be delivered remotely, virtually, by phone, by email, through digital platforms, or through integrated third-party systems.

 

3. ELIGIBILITY

To use our services, you must:

  • Be at least 18 years old;

  • Have the legal authority to enter into binding agreements;

  • Provide accurate and current information;

  • Use the services only for lawful business purposes.

We reserve the right to refuse, suspend, or terminate services to any user who violates this Agreement or applicable laws.

 

4. ACCOUNT RESPONSIBILITIES

Clients are responsible for maintaining the confidentiality and security of all:

  • Account credentials

  • Passwords

  • Access tokens

  • API credentials

  • Internal systems

  • Communication platforms

  • CRM systems

  • Cloud accounts

  • Customer databases

You agree to notify Customer Care Linguists immediately of any unauthorized access, data breach, suspicious activity, or misuse involving your account or systems.

Customer Care Linguists is not responsible for losses resulting from unauthorized access caused by client negligence, weak passwords, unsecured systems, or failure to maintain proper cybersecurity controls.

 

5. ACCEPTABLE USE POLICY

You agree not to use our services for:

  • Illegal activities

  • Fraudulent transactions

  • Harassment or abusive conduct

  • Distribution of malware or harmful software

  • Intellectual property infringement

  • Unauthorized surveillance or data collection

  • Spam or deceptive communications

  • Activities that violate privacy rights

  • Discriminatory or unlawful conduct

  • Misrepresentation of identity or authority

  • Activities prohibited under local, state, federal, or international law

Customer Care Linguists reserve the right to investigate suspected violations and cooperate with law enforcement or regulatory authorities when required.

 

6. DATA PRIVACY AND CONFIDENTIALITY

Customer Care Linguists recognizes the importance of data privacy, confidentiality, and information security.

We may process confidential, proprietary, or sensitive business information while delivering services. Both parties agree to maintain strict confidentiality regarding all non-public information shared during the business relationship.

Confidential information may include:

  • Customer information

  • Internal business operations

  • Employee information

  • Financial records

  • Medical or healthcare-related information

  • Legal documentation

  • Educational records

  • Airline or travel information

  • Technical systems and credentials

  • Business strategies

  • Vendor information

  • Client communications

Neither party may disclose confidential information to unauthorized third parties unless:

  • Required by law;

  • Authorized in writing;

  • Necessary to fulfill contracted services;

  • Required for security, compliance, or operational purposes.

Confidentiality obligations survive the termination of this Agreement.

 

7. HIPAA AND SENSITIVE DATA

For healthcare-related services, Customer Care Linguists may support clients subject to the Health Insurance Portability and Accountability Act (“HIPAA”) or similar privacy regulations.

Where applicable:

  • A separate Business Associate Agreement (“BAA”) may be required;

  • Clients remain responsible for determining HIPAA applicability;

  • Both parties agree to implement reasonable safeguards for protected information;

  • Access to sensitive information shall be limited to authorized personnel only.

Customer Care Linguists does not guarantee HIPAA compliance unless explicitly agreed upon in a signed written agreement.

 

8. SECURITY PRACTICES

Customer Care Linguists implements commercially reasonable administrative, technical, and organizational safeguards designed to protect information and systems.

Security measures may include:

  • Access controls

  • Role-based permissions

  • Encrypted communications where applicable

  • Secure remote work procedures

  • Multi-factor authentication

  • Monitoring and logging systems

  • Confidentiality agreements for staff and contractors

  • Security awareness training

  • Device and endpoint protections

  • Incident response procedures

  • Data minimization practices

No digital system can be guaranteed to be completely secure. By using our services, you acknowledge and accept the inherent risks associated with internet-based operations and electronic communications.

 

9. THIRD-PARTY SERVICES

Our services may integrate with or rely upon third-party platforms, software, telecommunications providers, payment processors, cloud services, CRM systems, or external vendors.

Customer Care Linguists is not responsible for:

  • Third-party outages;

  • Platform failures;

  • Vendor security incidents;

  • External system downtime;

  • Delays caused by third-party providers;

  • Data loss caused by external services.

Use of third-party services may also be governed by separate terms and privacy policies.

 

10. INTELLECTUAL PROPERTY

All content, branding, materials, workflows, documentation, systems, trademarks, logos, graphics, service methodologies, and proprietary business processes provided by Customer Care Linguists remain the exclusive property of Customer Care Linguists unless otherwise agreed in writing.

Clients may not:

  • Copy proprietary materials;

  • Reverse engineer systems;

  • Resell services without authorization;

  • Remove ownership notices;

  • Reproduce training materials;

  • Use company branding without written permission.

Any client-owned materials remain the property of the client.

 

11. PAYMENT TERMS

Clients agree to pay all fees, invoices, recurring charges, and service costs according to the agreed pricing structure.

Unless otherwise stated:

  • Payments are due according to invoice terms;

  • Late payments may incur penalties or suspension of services;

  • Outstanding balances may be referred for collection;

  • Certain services may require deposits or advance payment.

Customer Care Linguists reserves the right to modify pricing with reasonable notice for ongoing services.

 

12. SERVICE LEVELS

While Customer Care Linguists strives to maintain professional service quality, response times, and operational availability, we do not guarantee uninterrupted or error-free services unless specifically stated in a separate Service Level Agreement (“SLA”).

Operational performance may be affected by:

  • Internet disruptions

  • Force majeure events

  • Client-side technical failures

  • Third-party outages

  • Natural disasters

  • Government restrictions

  • Cybersecurity incidents

  • Utility interruptions

 

13. RECORDING AND COMMUNICATIONS

Where permitted by law, calls, chats, emails, meetings, and communications may be monitored or recorded for:

  • Quality assurance

  • Compliance

  • Training

  • Security

  • Dispute resolution

  • Operational improvement

By using our services, you consent to such monitoring and recording practices where legally permissible.

 

14. CLIENT RESPONSIBILITIES

Clients agree to:

  • Provide accurate information;

  • Maintain lawful business operations;

  • Secure their own systems and devices;

  • Maintain appropriate licenses and authorizations;

  • Cooperate during onboarding and service delivery;

  • Notify us of compliance requirements;

  • Promptly communicate operational issues or changes.

Clients are solely responsible for the legality, accuracy, and ownership of the content and data they provide.

 

15. DISCLAIMERS

Services are provided on an “as-is” and “as-available” basis unless otherwise stated in writing.

To the maximum extent permitted by law, Customer Care Linguists disclaims all warranties, including but not limited to:

  • Merchantability

  • Fitness for a particular purpose

  • Non-infringement

  • Continuous availability

  • Error-free operations

  • Specific business outcomes

Customer Care Linguists does not guarantee:

  • Increased sales or profits;

  • Regulatory approval;

  • Business growth;

  • Specific response times;

  • Continuous uptime;

  • Prevention of all cyber threats.

 

16. LIMITATION OF LIABILITY

To the maximum extent permitted by law, Customer Care Linguists shall not be liable for:

  • Indirect damages

  • Consequential damages

  • Lost profits

  • Business interruption

  • Data loss

  • Reputational harm

  • Cyber incidents

  • Service interruptions

  • Third-party failures

  • Special or punitive damages

In no event shall Customer Care Linguists’ total liability exceed the amount paid by the client for services during the three (3) months preceding the event giving rise to the claim.

Some jurisdictions may not allow certain limitations, so portions of this section may not apply.

 

17. INDEMNIFICATION

You agree to defend, indemnify, and hold harmless Customer Care Linguists, its owners, employees, contractors, affiliates, agents, and partners from any claims, liabilities, damages, losses, costs, or legal expenses arising from:

  • Your use of the services;

  • Violation of this Agreement;

  • Violation of laws or regulations;

  • Infringement of third-party rights;

  • Misuse of data or systems;

  • Negligence or misconduct.

 

18. TERMINATION

Either party may terminate services according to the applicable contract, service agreement, or written notice requirements.

Customer Care Linguists may suspend or terminate services immediately if:

  • Payment obligations are not met;

  • There is suspected fraud or illegal activity;

  • Security risks are identified;

  • The client violates this Agreement;

  • Continued services create operational or legal risk.

Upon termination:

  • Access to systems may be revoked;

  • Outstanding balances remain due;

  • Confidentiality obligations continue;

  • Certain records may be retained as required by law or operational necessity.

 

19. FORCE MAJEURE

Customer Care Linguists shall not be liable for delays or failures caused by events beyond reasonable control, including:

  • Natural disasters

  • Hurricanes

  • Earthquakes

  • Pandemics

  • Cyberattacks

  • Government actions

  • Telecommunications failures

  • Power outages

  • Labor disputes

  • Civil unrest

  • War

 

20. GOVERNING LAW

This Agreement shall be governed by and interpreted in accordance with the laws of the applicable jurisdiction specified in the governing service agreement or contract.

Any disputes arising from this Agreement shall be resolved through negotiation, mediation, arbitration, or courts of competent jurisdiction as applicable.

 

21. MODIFICATIONS TO THIS AGREEMENT

Customer Care Linguists reserves the right to modify, update, or revise this Agreement at any time.

Updated versions may be posted on our website or provided through official communications. Continued use of services after changes become effective constitutes acceptance of the revised Agreement.

 

22. SEVERABILITY

If any provision of this Agreement is found unenforceable or invalid, the remaining provisions shall remain in full force and effect.

 

23. ENTIRE AGREEMENT

This Agreement constitutes the entire understanding between the parties regarding the subject matter herein and supersedes prior oral or written agreements related to the services.

Additional agreements, including:

  • Master Service Agreements (MSA)

  • Statements of Work (SOW)

  • Non-Disclosure Agreements (NDA)

  • Data Processing Agreements (DPA)

  • Business Associate Agreements (BAA)

  • Service Level Agreements (SLA)

may supplement this Agreement where applicable.

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24. ACCEPTANCE OF TERMS

By using Customer Care Linguists’ services, platforms, websites, communications, or systems, you acknowledge that you have read, understood, and agreed to this End-User Services Agreement.

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