Welcome to SmartScale Global. By accessing or using our website, services, or engaging in any form of business with us, you agree to be bound by the following Terms & Conditions. Please read them carefully.
- Introduction
SmartScale Global (“we”, “us”, “our”) provides outsourced call center, telemarketing, and support services under a pre‑paid operational model. These Terms govern all use of our services, including services described in our Service Level Agreement (SLA) provided to clients. By engaging our services, the client (“you”, “your”) acknowledges and agrees to comply with these Terms and all additional policies referenced herein.
- Scope of Services
As outlined on this site, SmartScale Global provides:
- Offshore recruitment services including candidate search, selection, placement, training, management. This includes management of all tax, payroll, benefits and any other HR considerations
- Client coordination, escalation management, and operational support
- Accurate data logging into approved CRM systems
All services will be delivered according to the KPIs, standards, and processes stated in the SLA.
- Client Responsibilities
Clients agree to:
- Provide clear briefs and requirements for hiring
- Provide clear information on role and responsibilities
- Provide accurate training and support material
- Approve materials in a timely manner
- Respond to operational questions, escalations, or process clarifications when needed
- Maintain professional conduct with agents (no verbal or written abuse or harassment)
Clients are also responsible for ensuring any data or materials provided do not violate local or international laws.
- SmartScale Global Responsibilities
We will:
- Provide trained staff and operational support
- Meet defined SLA KPIs where reasonably possible
- Maintain confidentiality of all client information
- Log and submit hourly, daily, weekly, and monthly reports
- Escalate issues according to agreed procedures
- Ensure compliance with labour laws and internal policies affecting our agents
- Billing & Payment Terms
SmartScale Global operates strictly on a pre‑payment basis.
- Invoices must be paid in full before campaign operations commence.
- Clients must provide a minimum of 15 hours’ notice to temporarily pause services.
- Failure to provide notice will result in the day being billed as a normal operational day.
Service credits apply only for issues caused by SmartScale Global, as described in the SLA. After income tax, benefits and all other deductions, our fees range from 20%-35% of candidate’s salary.
- Fees
After income tax, benefits and all other deductions, our fees range from 20%-35% of candidate’s salary.
- Confidentiality
Both parties agree to maintain strict confidentiality over all business, technical, and operational information exchanged. Information may only be shared internally on a need‑to‑know basis and must not be disclosed externally unless required by law or explicitly permitted.
- Non‑Solicitation & Non‑Hire
For 18 months following:
- A candidate introduction,
- The last interview arranged by SmartScale Global, or
- The concluding date of an assignment,
clients agree not to directly or indirectly hire, engage, or solicit agents or candidates introduced by SmartScale Global without written consent and payment of the applicable Permitted Hire Fee (as defined in the SLA). Breaches will incur:
- 30% of first‑year Total Compensation or £15,000, whichever is higher, for permanent hires
- 30% of total contract value or 120 days of the agreed daily rate for contract hires
- Service Interruptions
SmartScale Global maintains business continuity measures, but is not liable for interruptions caused by:
- Internet outages
- Power failures
- Third‑party vendor disruptions
- Natural disasters
- Force majeure events
Service may be paused to protect staff safety. No charges apply for days where no work is performed due to these events.
- Termination
Either party may terminate services with at least 2 days’ notice, subject to each specific agreement. Outstanding obligations, including pre‑paid billing, performance accountability, and confidentiality, remain enforceable through the notice period. REFUND & CANCELLATION POLICY
- Pre‑Payment Requirement
All SmartScale Global services require advance payment. This ensures staffing, scheduling, and operational resources are secured for your campaign. Because capacity is allocated specifically for your account, refunds are limited as outlined below.
- Refund Policy
Refunds may be issued only under the following conditions: Eligible for Refund:
- Service downtime or operational issues directly caused by SmartScale Global, where performance does not meet agreed SLA standards.
- Verified daily manpower shortages attributable to SmartScale Global.
- Complete non‑delivery of services due to internal SmartScale Global failures.
Refunds are issued in the form of service credits, applied to the next invoice unless otherwise agreed in writing. Not Eligible for Refund:
- Issues caused by client‑side delays, lack of materials, system access issues, or client‑provided data sources.
- Interruptions caused by force majeure or third‑party supplier outages outside SmartScale Global’s control.
- Refund requests for unused hours resulting from the client pausing services without minimum notice.
- Client dissatisfaction that is not related to SLA‑measurable metrics or verified service failures.
- Cancellation Policy (Pausing or Ending Services)
Pausing Services
- Requires 15 hours’ advance notice.
- Without notice, the day will be billed as a normal operational day.
Full Cancellation
- Requires minimum 2 days’ written notice, unless otherwise agreed
- No refunds for partially used billing periods unless SmartScale Global is at fault.
- How to Request a Refund or Cancellation
All requests must be sent in writing to: 📧hello@smartscaleglobal.com Requests should include:
- Business name
- Contact person
- Reason for request
- Evidence (if applicable)
SmartScale Global will respond within 2 business days.
- Acceptance of These Terms
By using SmartScale Global’s services, you acknowledge that:
- You have read, understood, and agree to these Terms & Conditions
- You accept the Refund & Cancellation Policy
- You agree to the terms outlined in the SLA provided to you at the beginning of service