Terms of service

1. Scope

These terms govern the provision of Recepciona's outsourced reception service (the Service): answering calls, WhatsApp messages, emails and, where applicable, insurer platforms, on behalf of the contracting client (the Client), on the terms set out in their business profile and the plan contracted. The plan or proposal accepted in writing forms part of the contract and prevails over these terms where it completes or specifies them.

2. Onboarding and business profile

The Service begins once the plan is accepted and the business profile prepared with the Client. The profile sets out the services, guide prices, hours, availability, tone and decision rules Recepciona will use. The Client is responsible for the accuracy and currency of that information and undertakes to communicate changes through the agreed channel.

3. Provision of the Service

Recepciona will handle the channels and hours of the contracted plan, informing in accordance with the business profile, booking appointments within the availability indicated by the Client and logging every enquiry in the agreed software or summary. Queries not covered by the profile will be referred to the Client before any answer is committed. Recepciona assumes no commercial, technical or timing commitments on the Client's behalf that are not in the profile.

4. Client obligations

The Client undertakes to: provide accurate and up-to-date information; hold the necessary rights over the numbers, accounts and platforms whose handling it entrusts; respond to queries referred by Recepciona within a reasonable time; and inform its own customers about data processing as required by applicable law.

5. Price and billing

The price is that of the contracted plan (Essential, €499 a month; Complete, €799 a month), excluding VAT, billed monthly in advance unless the proposal states otherwise. Extensions of channels, volume, sites or hours will be agreed in writing before they apply and will update the price.

6. Duration, changes and termination

The Service is provided for renewable monthly periods. Either party may terminate it by written notice with the notice period stated in the proposal. Plan changes apply from the next billing period. On termination, Recepciona will return or delete the data processed on the Client's behalf according to its instructions.

7. Data protection

The Client is the controller of its customers' data and Recepciona acts as processor under Article 28 of Regulation (EU) 2016/679, under the data-processing agreement signed with the proposal. If a call is recorded, the caller is informed before continuing. Voice cloning requires the express consent of the person concerned and is limited to the Client's business messages.

8. Confidentiality

Recepciona will treat as confidential all information about the Client and its customers to which it has access through the Service, during the contract and after it ends.

9. Liability

Recepciona is responsible for the diligent provision of the Service in accordance with the business profile and the contracted plan. It is not liable for consequences arising from inaccurate or outdated information provided by the Client, from the unavailability of third-party services (telephone carriers, messaging, insurer platforms or management software) or from the Client's decisions on referred enquiries. Recepciona's total liability shall be limited, except in cases of wilful misconduct or gross negligence, to the amount invoiced for the Service in the three months preceding the event giving rise to it.

10. Changes to these terms

Recepciona may amend these terms by giving the Client reasonable notice. Changes will not affect periods already invoiced.

11. Applicable law and jurisdiction

These terms are governed by Spanish law. Any dispute shall be submitted to the competent courts under applicable regulations.