These Terms and Conditions (“Terms”) govern the use of the Lumine BPO website and the services provided by Lumine BPO. By accessing our website or engaging our services, you agree to be bound by these Terms. If you do not agree, you should not use our website or services.

1. Scope of Services

Lumine BPO provides Business Process Outsourcing (BPO) services, including but not limited to customer support, digital customer experience solutions, back-office processing, interpretation and translation services, and remote workforce solutions.

The specific scope of services will be defined in a separate written agreement or statement of work agreed upon by both parties. Any modifications or expansions to services must be documented and approved in writing.

2. Service Levels and Performance

Service levels, performance metrics, and operational benchmarks will be outlined in applicable Service Level Agreements (SLAs). These metrics may include response times, quality assurance standards, staffing requirements, and operational availability.

SLAs are designed to ensure transparency, accountability, and continuous service improvement.

3. Pricing and Billing

Pricing for services will be determined based on the agreed commercial model, which may include per-agent, per-hour, or performance-based pricing.

Invoices are issued according to the billing schedule outlined in the client agreement and are payable within the agreed payment terms. Additional services, upgrades, or changes to scope may result in additional charges.

4. Data Security and Compliance

Lumine BPO is committed to protecting client and customer data. We implement administrative, technical, and physical safeguards designed to secure data and prevent unauthorized access.

All data is processed in accordance with applicable privacy laws, contractual obligations, and internal security policies.

5. Confidentiality

Both parties agree to maintain the confidentiality of all non-public business information, operational data, and customer information exchanged during the course of the engagement.

Confidential information may not be disclosed to third parties without prior written consent, except as required by law or regulatory authority.

6. Onboarding and Training

Lumine BPO is responsible for recruiting, onboarding, and training personnel assigned to deliver services, based on the client’s requirements and operational standards.

Clients may provide materials, documentation, systems access, and brand guidelines necessary for successful service delivery.

7. Contract Term and Termination

Contract Term

Standard service agreements typically include a minimum contract term of one (1) year, unless otherwise agreed in writing.

Termination Notice

Either party may terminate the agreement by providing one (1) year written notice prior to the intended termination date. This notice period supports operational continuity and an orderly transition.

Early Termination

Early termination without the required notice period may result in applicable disengagement or transition fees, reflecting resources invested in staffing, training, and operational setup.

Renewal

Agreements will automatically renew annually unless terminated in accordance with the notice provisions.

8. Technology and Tools

Lumine BPO may provide or utilize operational tools, workforce management platforms, and communication systems required to deliver services. Integration with client systems will be coordinated during onboarding.

9. Reporting and Performance Reviews

Clients receive periodic performance reports and operational reviews to ensure transparency, alignment, and continuous improvement.

10. Continuous Improvement

Lumine BPO is committed to ongoing process optimization, cost efficiency, and service enhancement through automation, digital CX solutions, and operational best practices.

11. Limitation of Liability

To the maximum extent permitted by law, Lumine BPO shall not be liable for indirect, incidental, or consequential damages arising from the use of its website or services.

12. Governing Law

These Terms shall be governed by and construed in accordance with applicable laws, without regard to conflict-of-law principles.

13. Updates to These Terms

Lumine BPO reserves the right to update or modify these Terms at any time. Updates will be posted on this page and will apply prospectively.

14. Contact Information

For questions regarding these Terms & Conditions, please contact Lumine BPO using the contact information provided on our website.