General Terms and Conditions Last updated: March 13, 2026
These general terms and conditions apply unless otherwise agreed in writing. 1. Definitions
In these general terms and conditions, the following is understood to mean:
Contractor:
Unity , based in Amersfoort.
Client:
the natural person or legal entity that makes use of the services of the contractor.
Services:
All activities in the field of customer service, contact center operations, back office support, and related services.
2. Applicability
These general terms and conditions apply to all offers, agreements, and services of the Contractor.
Deviations from these terms and conditions are only valid if agreed upon in writing.
3. Services
The Contractor provides services in the field of, among others:
- customer service support
- inbound and outbound contact center activities
- call, email, webcare and chat support
- back office activities
The exact content of the services is set out in an agreement or quotation.
4. Conclusion of the agreement
An agreement is concluded when:
- a quotation is accepted in writing, or
- parties confirm cooperation in writing.
5. Obligations of the Client
The Client ensures that all information required for the performance of the services is provided in a timely and correct manner.
The Contractor is not liable for damage resulting from incorrect or incomplete information provided by the Client.
6. Payment
Invoices must be paid within 14 days of the invoice date, unless otherwise agreed.
In the event of late payment, the contractor is entitled:
- to charge statutory interest
- to claim collection costs
7. Liability
The Contractor shall perform its services to the best of its knowledge and ability.
The Contractor is not liable for indirect damages, including:
- consequential damage
- lost profit
- loss of data
The Contractor's liability is limited to the amount paid by the Client for the relevant services.
7A. Liability regarding customer instructions and systems
The Contractor performs its services based on the instructions, processes, any scripts, and systems provided or approved by the Client.
The Contractor is not liable for damage arising from:
- incorrect or incomplete instructions from the client.
- errors in documentation or knowledge bases provided by the client.
- defects or malfunctions in the Client's systems, software, or platforms.
- decisions or actions performed by agents based on guidelines provided by the client.
The Client remains responsible for the accuracy and completeness of all information, instructions, and systems used in the context of the services.
The Contractor shall endeavor to prevent errors but cannot guarantee a specific result.
8. Force Majeure
The Contractor is not obliged to fulfill obligations in the event of force majeure.
Force majeure is understood to mean all circumstances beyond the reasonable control of the Contractor that temporarily or permanently prevent the performance of the services. This includes, but is not limited to:
- Disruptions or failures of telecommunication or internet connections
- Malfunctions in software, systems, or platforms supplied or prescribed by the Client.
- Disruptions at external suppliers or infrastructure providers
- Power outages
- Government measures
- Pandemics or other extraordinary circumstances.
9. Confidentiality
The parties undertake to maintain the confidentiality of all confidential information they receive in the context of the cooperation.
This obligation remains in force even after termination of the agreement.
10. Data protection
The Contractor processes personal data in accordance with applicable privacy legislation, including the GDPR.
If the Contractor processes personal data on behalf of the Client, additional agreements may be laid down in a data processing agreement.
11. Duration and termination
The agreement is entered into for the duration as agreed between the parties.
Both parties may terminate the agreement in writing with a notice period of 30 days, unless otherwise agreed.
12. Applicable law
Dutch law applies to all agreements.
Disputes shall be submitted to the competent court in the Netherlands.