Terms and Conditions

In using this website and services, you are deemed to have read and agreed to the following terms and conditions of this Agreement:

The following terminology applies to this Agreement: “Client”, “You” and “Your” refers to you, the person accessing, and accepting the Company’s terms and conditions. “The Company”, “Ourselves”, “We” and “Us”, refers to Syrow Pvt. Ltd. and its subsidiaries hereinafter referred as “Syrow”, and “Party”, “Parties” refers to both the Client and ourselves, or either the Client or ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same. By becoming a registered Client of Syrow, you agree to be contacted by us via any/all communication modes including but not limited to email, SMS, and telephonic calls.

Syrow reserves the right to refuse access to use the Services offered to new Clients or to terminate access granted to existing Clients at any time without according any reasons for doing so.

 

Payment

We accept Visa and Master Credit Card, Debit Cards, UPI and Net banking as mode of payments which are processed through our payment gateway partner(s). No information pertaining to payment is shared/stored with us, as you fill all the payment related information on your bank’s site. Billing starts from the next working day of Knowledge Transfer.

 

Refunds

All purchases are final, and upon payment made by Client, there will be no refund in part or whole of amount paid.

In case, money has been charged to your card or bank account and not recevied by Syrow, please contact your bank immediately. Also within 15 days from the date of initiation of the transaction you may inform us regarding the same by sending an email to payment@syrow.com. Please include in the email the following details: payment transaction number, mode of payment, banker name, account/card number, payment value, transaction date and order details. We shall investigate such incidents within 30 working days from the date of receipt of your email and if it is found that money was indeed charged to your card or bank account then the same will be refunded by the banker. We have the sole discretion to determine whether to assist on the case or not to get the refund in full or partial.

Service

The responsibilities of Syrow include, but not limited to:

• Assigning shared Client Relationship Manager for the process as a single point of contact for all communications going forward after the initial payment

• The fixed pricing charged for the Service offered that includes Manpower, Systems Hardware, Software, Outbound Calling Charges within India, shared Client Relationship Manager, Trainer, Quality Analyst, Complete Infrastructure and Recruitment.

• Starting the internal training from the next working day of Knowledge Transfer, and billing cycle intimation to Client

• Starting operations within 5 working days from the date of Knowledge Transfer

• People Management and ensuring all Customer Service Staff have correct skills

• Mentoring the staff to deliver all contractual requirements

• Scheduling Working Hours as per requirement

• Making decisions on day-to-day operations

• Coordinating with other Supporting Staff/Departments

• Planning on operational excellence

• Keep updating Client’s Management on Operations

• Keeping drop call ratio below 10% and contacting such calls within 30 minutes

• Preparing and Presenting Work Efficiency Reports to Management

• Having the absenteeism/leaves below 10% 

• Preparing Billing Reports for Syrow

• Improving Customer Satisfaction (CSAT)

• In order to achieve the above listed tasks, Client should provide their full support and powers to Syrow.

• Syrow shall have rights to discontinue the service after the due date if Client is default on payment.

The responsibilities of Client include, but not limited to:

• To cooperate and give support on related queries in-time, along with any further details that the team request.

• To provide and ensure a smooth coordination between Customer Service team and other internal or external departments like Sales, Finance etc.

• To pay monthly charges towards process start in advance, and there onwards on or before 1st of every month.

• To handle and resolve the problems occurred by other sources that are not under the control of Syrow.

• To escalate unresolved problems of to Syrow within 72 hours of occurrence for resolution, if any.

• To provide one (1) week time to add/increase the resource or upgrade package, and one (1) month notice to downsize resource or downgrade package.

 

General Provision

Personnel introduced by Syrow should not hire directly on to its own payroll or engage as independent contractor by Client either during the period such Personnel is working under the terms of this Agreement or within six (6) months after resignation of the Personnel from the roles of Syrow. In the event that Client makes such hire, Client shall pay to Syrow an amount equal to the amount would have paid for such Personnel had worked for six (6) months period.

If any of the individual activity is having a high volume of work and different process information, then Syrow will suggest to treat it as a separate shared channel, the same can be decided further with mutual discussion.

If process needs any travel, Manager’s travel and accommodation expenses will be charged at actuals.

All the terms and conditions between you and Syrow shall be governed by the law of India. By visiting Syrow or using services or Syrow, you agree to the laws. Any dispute of any sort that might arise between you and Syrow or its affiliates is subject to Bangalore, India jurisdiction only.

 

Cancellation

After first month of service, upon extension a one (1) month prior written or email notice need to be served for cancelation of agreement. The dues that are there till agreed duration need to pay as per the payment terms, even in case of sudden discontinuity.

 

Duration

The agreement is effective till cancellation with multiples of one (1) year extension from the date of process initiated. That is, it will get auto extended in multiples of one (1) year, if there is no prior notice as per cancelation terms above.

Every year there will be a raise in pricing of about 10%, which will be intimated in advance.

 

Modification of These Terms and Conditions

Syrow reserves the right to change these conditions from time to time as it sees fit and your continued use of services will signify your acceptance of any adjustment to these terms. Clients is required to check terms and conditions. No notification communication will be done subject to change in terms and conditions.

 

Exclusions and Limitations

The information on this website is provided on an “as is” basis. To the fullest extent permitted by law, this Company: excludes all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or the Company’s literature; and excludes all liability for damages arising out of or in connection with your use of this website or our service. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages.

 

Limitation of Liability

Limitation applies whether the alleged liability is based on contract, tort, negligence, strict liability, or any other basis, even if Syrow has been advised of the possibility of such damage. Because some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, Syrow liability in such jurisdictions shall be limited to the extent of the amount actually paid for by any Client while availing any of the services with Syrow.

 

Force Majeure

Neither party shall be liable to the other for any failure to perform any obligation under any Agreement which is due to an event beyond the control of such party including but not limited to any Act of god, terrorism, war, Political insurgence, insurrection, riot, civil unrest, act of civil or military authority, uprising, earthquake, flood or any other natural or man made eventuality outside of our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen. Any Party affected by such event shall forthwith inform the other Party of the same and shall use all reasonable endeavours to comply with the terms and conditions of any Agreement contained herein.

 

Non-Disclosure

Parties agree to hold all Confidential Information received from one Party in confidence; restrict disclosure of such Confidential Information to its employees and employees of its affiliated companies with a need to know and inform such employees of the obligations assumed herein; and not disclose such Confidential Information to any third party without prior written approval of the disclosing party. It includes all information like customer data, order details; call details pertaining to the Client, commercial information, any specimens, processes and patentable concepts.

 

Non-Competition

Parties will not compete with each other directly or indirectly. This restriction would continue for a period of one (1) year from the date of Company completing the execution of all the assignments for the Client. In the case where no assignment is executed and this agreement is cancelled, this restriction would continue for a period of six (6) months from the date of cancellation.

 

Confidentiality

Syrow acknowledges that it or its employees or contractors or other persons associated with Syrow will, in the course of performing services pursuant to this Agreement, be exposed to or acquire information which is proprietary or confidential of Client. Any non-public information of any form obtained by Company in the performance of services hereunder shall be deemed to be confidential information.

 

Notices

Any notice or communication required or permitted to be given by either party under this Agreement either send by electronic mail (Email), or shall be in writing and shall be hand delivered, or send by registered overnight delivery service to the Party receiving such communication at the address specified below.

 

We are headquartered at:

Syrow Pvt. Ltd.,
S3, #255, 2nd Floor, Anjanadri Towers,
2nd Cross Road, HRBR Layout 1st Block,
Kalyan Nagar, Bengaluru – 560 043, INDIA.
Email: care@syrow.com Phone: +91 80 46 113 113