Fluidi5 Technologies Private Limited (“Fluidi5/Company”) is a company registered under the Companies Act, 2013, bearing CIN U72200KA2014PTC073582 and having its registered office at Ground Floor, Indiqube-Orion, 24th Main Road, Haralukunte Village,2nd Sector, HSR Layout, Bengaluru (Bangalore) Urban, Karnataka, 560102.
1.1. Voiz is the trademark owned by Fluidi5 Technologies Private Limited ("Fluidi5"). All back- end support for the application has been created and managed by Fluidi5 and Voiz is the user interface (" also herein after referred as Platform")
1.2. Platform is only a facilitator between the users who post various services/jobs ("Project(s)") on the Platform (Client(s)) and users interested in procurement of those Projects (CX Agent[s]) or Contact Centre(s) ( accumulation of multiple service provider acting together), to help strike a mutually agreeable deal and is not the authority on the quality of Projects made available by the Clients or various contact centres and performed by Contact Centre on the Platform.
2.1. The Contact Centre shall be duly registered under the applicable law.
2.2. To access the services of the Platform, it is necessary for the User to create an account and register with the Platform as a Contact Centre ("Contact Centre") either in the category of (a) CX Agent or (b) CX Client, in addition to the acceptance of these Terms and Conditions.
2.3. The process of creating an account requires the Contact Centre to fill in certain personal information depending upon the category under which the Contact Centre is getting registered subject to the above clause. In the event Contact Centre is getting registered as CX Agent then the Contact Centre shall provide information such as name, address, mobile phone number, email address, work experience, preference among others. However, if the Contact Centre is getting registered as CX Client, the Contact Centre shall sign up with the Platform and fill in certain personal information such as business name, address, mobile phone number, email address, no of agents to hire, and types of process among others and verify the account through mobile number OTP based verification shall provider following information. ("Account").
2.4. KYC data of the Contact Centre shall be validated by Fluidi5 back office, within a period of 24 hrs. After this validation and approval, the Contact Centre may use the Platform.
2.5. The Contact Centre guarantees the accuracy, completeness and timeliness of the information that he/she submits. If the information submitted proves to be false, incomplete or outdated, Fluidi5 may disable the Contact Centre's access to the Platform.
2.6. The Contact Centre is responsible for all activity in his/her Account and undertakes to always keep the security and confidentiality of his/her User name and password.
2.7. The Contact Centre undertakes to immediately notify Fluidi5 if he/she becomes aware of an unauthorized use or any other breach of security relating to his/her Account.
2.8. With the creation of the Account, the Contact Centre is entitled to access services provided by the Platform, according to these Terms and Conditions.
2.9. The Contact Centre undertakes to keep his/her Account (Bank, KYC) updated at all times and shall immediately notify Fluidi5 operations team in the event any error found in the data of the Contact Centre and request to update the same by providing the relevant supporting document to Fluidi5 operations team. Further at no point of time Fluidi5 shall be liable for any false, incomplete or outdated information provided by the Contact Centre in the Account
1.1. The Platform allows: (a) the placement of information regarding various Projects posted by the Clients or Contact Centres acting as CX Client; (b) to make application for procurement of the Projects available on the Platform for Contact Centres acting as CX Agent and (c) intermediation by Platform between the Clients and the CX Agents or between other Contact Centres.
3.2. Through the Platform, the Contact Centre acting as CX Clients may (a) place any information for the Project(s) by uploading complete details of the Project(s) (project type, description and Terms & condition) and (b) release on the Platform or send invitation to CX Agents or other contact centres to perform the Project(s) as per the terms and conditions of the Project(s),
3.3. However if the Contact Centre is acting as a CX Agent then it shall make an application for the Projects to be performed by the Contact Centre. To this end, the Contact Centre shall indicate on the Platform any data requested, namely the Project that he/she intends to perform, time slot and working days and other details of the Project etc.
3.4. In the event that the Contact Centre places the information for the Projects in terms of clause 3.2 above or makes the application in terms of clause 3.3 above, the CX Client shall confirm, within 24 hours, the receipt of the application and inform the Contact Centre acting as CX Agent of the acceptance of the application and other details related to the Project.
3.5. The Contact Centre shall receive the information of the acceptance of the application for the Project, thus initiating the conclusion of the process.
3.6. The CX Client shall at all times have access to the data of the Contact Centre with respect to their performances of the Project(s) assigned by CX Clients as per the terms and condition of this agreement.
3.7. The CX Client shall be solely responsible for evaluation of the performance of the Contact Centre and shall ensure that the Project(s) are performed to the satisfaction of the CX Client. At no point of time will Fluidi5 be liable for failure of Contact Centre to perform the Project(s) assigned to it by the CX Client to the satisfaction of the CX Client.
3.8. In the event the Contact Centre is acting as CX Client the Contact Centre shall have the option to invite other users to be member of the Contact Centre team by sending invitation to the users and the Contact Centre may at any time add or remove any member from the Contact Centre team by accessing the Platform
4.1. The Site and the Platform may undergo periodic update and revision. Fluidi5 maintains the right to delete or modify information on this Site and the Platform without prior notice.
4.3. Contact Centre may not delete or in any manner alter or remove any text, copyright, trademark, and other proprietary rights or in any services or Projects available on the Platform. Contact Centre agree to abide by all access and use restrictions contained in any service of the Platform or the Projects or content made available to the Contact Centre.
4.4. The trademarks, trade names, designs, logos and service marks displayed on the Site or the Platform ("Marks") are the property of Fluidi5. Contact Centre are not permitted to use the Marks without the prior written consent of Fluidi5. Contact Centre shall not refer to or attribute any information to Fluidi5 in any public medium or otherwise imply any endorsement by, or relationship with, Fluidi5.
4.7. All information contained herein is obtained by Fluidi5 from sources believed by it to be accurate and reliable. However, Fluidi5 is not liable for guaranteeing the accuracy of such information since the same could be affected by human or mechanical errors or various other factors including errors at the source which are beyond the control of Fluidi5 to verify. Therefore all information contained herein is provided “AS IS” without warranty of any kind. Fluidi5 adopts all necessary measures so that the information it uses is of sufficient quality and from sources Fluidi5 considers to be reliable including, when appropriate, independent third-party sources. However, Fluidi5 is not an auditor and cannot in every instance independently verify or validate information received in preparing this Site and the Projects serviced through this Platform. Contact Centres are therefore further advised to employ due diligence and may on their own try to validate the information before basing any decision on the information provided by Fluidi5. Fluidi5 is by no way liable for the accuracy of the information shared on the Site or the Project and consequently for any losses that may be suffered by any Contact Centre due to any decision made on the basis of such information.
4.8. All information contained herein must be construed solely as statements of opinion, and Fluidi5 or its affiliates or group companies and its respective and any of its officers, directors, personnel and employees, shall not be liable for or accept any liability for any loss, damage of any nature, including but not limited to direct, indirect, punitive, special, exemplary, consequential, as also any loss of profit in any way arising from the use of this Platform or its contents in any manner or for any contingency within or beyond the control of, Fluidi5 or any of its directors, officers, employees, agents, representatives, licensors or suppliers, arising directly or indirectly from or in connection with the information contained herein or the use of or inability to use any such information. Opinions expressed in the Site or the Platform are not the opinions of Fluidi5 and should not be construed as any indication of credit rating or grading of Fluidi5 for any instruments that have been issued or are to be issued by any entity. The recipient alone shall be fully responsible and/or are liable for any decision taken on the basis of this document and/or the information contained herein.
4.9. Fluidi5 may suspend (temporarily or indefinitely) or terminate or block access to the Site and/or Contact Centre Account at any time.
4.10. Any information ( “Third Party Information”) accessed by the Contact Centre by accessing any third party website(s) hyperlinked on the Site or any third party API plugged in to/ integrated with the Site, shall be the sole responsibility of such Contact Centre and such third party and neither Fluidi5 nor its affiliates, holding or subsidiary or group entities shall be liable in any way for any losses suffered by the C X Agent or the CX Client arising out of decisions made on the basis of such Third Party Information. Fluidi5 neither confirms nor denies the veracity of such Third Party Information.
5.2. Contact Centre shall not:
7.1. The registration on the Fluidi5 website ( “Site”) will require Contact Centre to enter certain PII, including but not limited to it's business name, email address, phone number, sensitive personal information, feedback or other details to help Contact Centre with better experience.
7.2. Further Fluidi5 will collect IP addresses for site security and to better understand of how Contact Centre behaviour, difficulty of use, Contact Centre experience on the site or the Projects and shall internally analyse such data in an anonymous form to improve Fluidi5’s services and effectively Contact Centre over all user experience on the Site and the Projects.
We collect information from Contact Centre when Contact Centre register on our Site, fill out a feedback form or post Projects on the Platform make a service enquiry on our Site. From time to time, the Site may also request other PII to provide Contact Centre with other benefits of the services of the Site. On all such occasions, Contact Centre will have the opportunity to provide or to decline to provide such further PII. However, declining to provide such PII sought may result in Contact Centre not being able to use such specific service that required such additional PII.
9.1. We may use the information collected from Contact Centre in following ways:
9.2. To personalize Contact Centre experience and provide content and service offerings that are best suited to Contact Centre interests
9.3. To improve our website in order to serve Contact Centre better
9.4. To allow us to better respond to Contact Centre specific service requests
9.5. To improve our service offering(s)
9.6. To improve with better placement of advertisements
10.1. The following paragraph briefly describes the mechanisms put in place and practices implemented by Fluidi5 to protect and maintain integrity and confidentiality of Contact Centre PII
10.2. Fluidi5 shall, at all times, store Contact Centre PII in its cloud server storage ( operated by external vendor) and is General Data Protection Regulation (EU) 2016/679 ("GDPR") compliant. Fluidi5 ensures that such cloud storage mechanism does not result in storage of Contact Centre PII in any server outside the territory of the Republic of India.
10.3. Contact Centre unique user ID allocated to Contact Centre at the time of registration shall be accorded a confidential code internally in its stored form such that Contact Centre PII cannot be linked to Contact Centre USER ID without access to the specific code
10.4. Further all Contact Centre PII shall be stored in an encrypted and anonymized form. Contact Centre PII is stored in secured networks and only limited number of persons can access Contact Centre PII. These personnel are conferred special access rights and are required to keep the information confidential. Such persons are themselves bound by stringent standards and contractual terms on their obligations in relation to maintaining the confidentiality of Contact Centre PII.
10.5. All sensitive/credit information Contact Centre supply are encrypted and anonymized. Further, Fluidi5 shall employ a private key and public key mechanism to maintain the integrity of the encryption. However, in the event of any regulatory inquiry, including court issued warrants or written request from Government agencies supported by warrants, Fluidi5 shall have no option but to de-encrypt the PII to the extent sought and share the same with such regulator or court or appropriate authority upon receiving specific warrant from such authority issued by a competent Court. In such an event Fluidi5 shall not be liable in any way for such disclosure and Fluidi5 shall not be responsible to either inform Contact Centre or seek Contact Centre prior approval. Fluidi5 regularly carries out security audit of its website and server storage mechanisms and any loopholes, bugs found there in are immediately removed and addressed.
11.1. However, any third party API linked to our Site shall be accessed by the Contact Centre at their own risk and responsibility and subject to privacy terms of such third party service provider or platform. Any information including PII disclosed to such third parties by the Contact Centre shall not be the responsibility of the Site and/or Fluidi5 and shall solely lie with such third party vendor and/or the Contact Centre.
11.2. We may disclose PII if required by any applicable law, or in response to any legal action, to protect the rights or property of the website and the services of the Platform, or to protect the Project(s) of the CX Clients or to protect the safety of our Contact Centre, or others.
12.1. Contact Centre personal data shall be stored with Fluidi5 for a pre-determined period after Contact Centre cease to use or access our Platform as per the internal policies for data storage of Fluidi5 and the same shall be eventually erased/ purged/removed from Fluidi5 storage as per relevant applicable policies of Fluidi5.
13.2. Help us remember and process the items that CX Agent are looking for
13.3. Understand CX Agent preferences based on previous or current site activity, which enables us to provide CX Agent with improved services.
13.4. Compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in future.
13.5. Understand and save CX Agent preferences for future visits.
13.6. CX Agent can choose to direct its browser warn CX Agent each time a cookie is being sent, or CX Agent can turn off all cookies through CX Agent's browser settings. Each browser is different, so refer your browser's help menu to learn the correct way to modify your cookies.
13.7. If CX Agent disable cookies CX Agent can still visit our site but some features will be disabled. This could affect CX Agent's site and service experience and efficiency, and some of our services will not function as desired.
14.2. Any information (“Third Party Information accessed by the CX Agent by accessing any third party website hyperlinked on the Site or any third party API plugged in to the Site , shall be the sole responsibility of such CX Agent and such third party and neither Fluidi5 nor its affiliates, holding or subsidiary or Group entities shall be liable in any way for any losses suffered by the CX Agent arising out of decisions made on the basis of such Third Party Information. Fluidi5 neither confirms nor denies the veracity of such Third Party Information.
No material from the Site or the Projects made available therein, may be copied, modified, reproduced, republished, uploaded, transmitted, posted or distributed in any form without prior written permission from Fluidi5. All rights not expressly granted herein are reserved. Unauthorised use of the materials and and/or the Projects and/or the services available on the Site may violate trademark and other applicable laws, and could result in legal penalties. CX Agent are granted a non-exclusive, non-transferable, limited right to access the Site and avail the Projects provided by Fluidi5 and the CX Clients on the Site. All information displayed on the Site and the services available on the Site ( unless expressly cited or credited to be sourced from a third party source) shall be considered to be copyrighted work of Fluidi5 and any unlawful use or reproduction, distribution, financial exploitation of the same shall be considered to prima facie infringement of Fluidi5’s copyright and Fluidi5 shall have the right to seek all remedies available in law including but not limited to injunctive reliefs against such CX Agent in order to best protect its property as well as to mitigate any further irreversible damage.
Fluidi5 reserves the right to deny in its sole discretion any CX Agent access to this Web site or the services of the Platfrom and the Projects or any portion thereof without notice.
18.2. The Website and all services provided by Fluidi5 with reasonable skill and care but on an "as is" and "as available" basis. All warranties whether express, implied, statutory or otherwise, including without limitation any implied warranties as to non-infringement, correspondence with description, merchantability or fitness for a particular purpose are excluded to the fullest extent permitted by law.
18.3. Fluidi5 is not responsible in any way for: (a) any type of dispute, default or damage caused to the CX Agent through the use of Platform; (b) any damage caused to third parties; (c) any damage, injury or loss arising from the use of the services provided by the Platform, including any failures or interruptions in the functioning of the Platform and the inability to access the Platform; (d) any damage that may result from a malfunction of the Platform, either by computer failure, viruses, Trojan horses, worms or something causing interference in the system.
18.4. Subject to section clause 18.1 above, and to the maximum extent permitted by law, Fluidi5 shall not be liable for:
18.5. The information available on the Platform, Fluidi5 assumes no responsibility for any error, omission, inaccuracy or falsity of the information transmitted by the CX Agent. The Company is in no way responsible for the information contained on the Platform.
18.7. In no event shall Fluidi5 be liable to the CX Agent or any contact centre or Client for any consequential, exemplary, punitive, incidental, indirect, or special damages or costs (including attorneys’ or experts’ fees) arising from the use of the Platform under this Agreement or otherwise arising out of or related to this Agreement, whether or not Fluidi5 has been advised of the possibility of such damages or costs
18.8. CX Agent acknowledges that the exclusions and limitations on Fluidi5 liability set out in this clause are distinct and separate provisions. If any provision or part-provision of this clause is or becomes invalid, illegal or unenforceable, the provisions of clause 24 shall apply.
The CX Agent agrees that Fluidi5 may approach the CX Agent for reference quotes for the Platform. The Agent also agrees to reasonably cooperate with Fluidi5 in the evaluation of the Platform and to provide feedback to Fluidi5 upon its request.
The CX Agent acknowledges and agrees that the Platform and the technical information contained therein and all information generated through the Platform, including data related to trouble reports, are highly proprietary and confidential to Fluidi5. All data generated from the calls/emails/ chat by the CX Agents shall be the confidential information of the Client of the Fluidi5 hiring the CX Agent. Except as (i) permitted by this Agreement, or (ii) required by law or by any competent government authority, the CX Agent shall not use the Platform or disclose the Platform to any third party, either during the term of this Agreement or thereafter, without the prior written consent of Fluidi5. The CX Agent shall take all reasonable measures to protect the secrecy of and avoid disclosure or use of the Platform or information contained therein, to protect it from falling into the public domain or the possession of unauthorized persons, which measure shall include the highest degree of care that the CX Agent uses to protect its own information of a similar nature, but in no event less than a reasonable degree of care. The CX Agent shall not cause or permit the reverse engineering or disassembly or de-compilation or translation of the source code into human readable form of the Platform (or any portion thereof). The CX Agent shall promptly notify the Company in writing of any misuse or misappropriation of the Platform, which may or should come to CX Agent’s attention.
The CX Agent will indemnify, defend and hold Fluidi5 and its Affiliates harmless, at its own expense, against any third-party claim, suit, action, or proceeding (each, an "Claims") brought against Fluidi5 (and/or its officers, directors, employees, agents, service providers, licensors, and affiliates) by a third party or the Client not affiliated with Fluidi5 or its Affiliates to the extent that such Claim are based upon or arises out of
I. unauthorized or illegal use of the Platform by the Agent,
II. non-compliance with or breach of this Agreement
The CX Agent acknowledges and agrees that unauthorized disclosure or use of the Platform, or any information contained therein, will diminish the value thereof to Fluidi5. Therefore, if the CX Agent breaches any obligations set forth in this Agreement, Fluidi5 shall be entitled to equitable relief to protect its interests in the Platform, or any information contained therein, including but not limited to injunctive relief, as well as any other remedies available to Fluidi5 in equity or law from a court of competent jurisdiction.
The CX Agent may be required to execute a Non-Disclosure Agreement with the Client and/or contact centre prior to the commencement of Projects, which will govern the non-confidentiality, non-compete provisions of the CZ Agent with respect to the Client.
All rights including copyright and moral rights are reserved by Fluidi5 Technologies Private Limited.