Terms of service
Summary for the website. The binding terms are the ones in each written proposal accepted by the client. Draft for legal review.
The service
Hobbits & Co. Services S.A.C. (RUC 20614502330) provides bilingual English/Spanish agents who work remotely from Peru for the client. Agents are employees of Hobbits & Co. Services S.A.C.; the client directs the daily work inside its own tools and pays an hourly rate per agent.
Rates and billing
- Hourly rates per role as published on the website and confirmed in the proposal, in US dollars.
- Coverage surcharges: evenings and weekends +10%, 24/7 +15%. Volume discounts: 5% from 10 agents, 8% from 25 agents.
- Minimum 20 hours per agent per week. Teams of 1–2 agents pay a one-time onboarding fee of US$ 150.
- Billing in advance: the pilot is invoiced on acceptance and paid before go-live; each following month is invoiced on the first business day for the scheduled hours, and hours not worked are credited on the next invoice.
- Invoices are due within 7 days, by card or wire transfer. Unpaid invoices may pause the service after written notice.
Pilot, notice and replacement
- The first 14 days are a paid pilot at normal rates. The client may stop at the end of the pilot with no penalty.
- After the pilot the service is month to month; cancel or reduce agents with 15 days' written notice.
- Free replacement of an agent within the first 30 days; afterwards, a new agent within 5 business days.
Confidentiality and data
Agents sign a confidentiality agreement. Each party protects the other's confidential information. For healthcare clients, a Business Associate Agreement (HIPAA) can be signed. The client is responsible for its scripts and for complying with the rules that apply to its own calls and messages (for example, TCPA or FDCPA).
Non-solicitation
During the service and for 12 months after, the client will not hire FirstLine agents directly without a written agreement and the placement fee stated in the proposal.
Governing law
Laws of Peru. Disputes go first to good-faith negotiation for 30 days, then to the courts of Lima, Peru. FirstLine may also claim unpaid invoices before the courts of the client's domicile.
Contact
henry@hobbitacademy.net.pe · +51 994 694 490 · Oxapampa, Pasco, Perú