Terms of Service

LEGAL · TERMS

Effective October 7, 2026 · Formello Market LLC, Eugene, Oregon

These Terms set out the rules for using this website and the baseline conditions for remote customer support engagements with Formello Market LLC.

1. Acceptance and parties

These Terms of Service (“Terms”) govern your use of the formellomarket.com website and any inquiry you make to Formello Market LLC, an Oregon limited liability company (“Formello Market,” “we,” “us”). By using the site or submitting a desk request you agree to these Terms. If you act for a business, you confirm you have authority to bind it.

Paid services are delivered under a written proposal, order form, or statement of work (together, an “Engagement”). If an Engagement conflicts with these Terms, the Engagement controls for that service.

2. Website use

You may browse the site and send a desk request for lawful business purposes.
You may not misuse the form, send spam, probe or disrupt the site, attempt unauthorized access, or submit information you do not have the right to share.
Site content is provided for general information about our services; it is not a binding offer until confirmed in writing.

3. Services we provide

Formello Market provides remote customer support outsourcing as described on the site, which may include chat support, email and ticket handling, inbound call coverage, inquiry intake and routing, communication playbooks, and prepaid overflow hours. Each Engagement states the channels, monthly hours, coverage window, queue rules, escalation contacts, reporting cadence, and fees.

Services are delivered remotely only. We do not provide on-site staffing, walk-in desks, or in-person customer service.

4. Packages, hours, and starting prices

Prices shown on the site are “from” prices for a starting scope. Final fees depend on channels, volume, tools, coverage window, and any customization, and are confirmed in the Engagement before work begins. Monthly retainers include up to the stated hours; hours beyond that may be added at the then-agreed hourly rate, shown as starting from $42 per hour. Unused retainer hours do not roll over unless the Engagement says so. Prepaid overflow blocks are used on already-scoped channels and are scheduled by agreement.

5. Coverage windows and no service-level guarantee

Agent coverage is limited to the windows stated in the Engagement. Outside those windows, messages queue or calls route as you configure. Unless a written Engagement expressly provides a service-level commitment, we do not guarantee response times, resolution times, customer satisfaction scores, conversion outcomes, or availability during any particular period. Any target we describe in conversation or marketing is a planning aim and not a promise.

We do not provide 24/7 emergency dispatch, crisis response, or after-hours guarantees unless they are scoped and priced in writing.

6. Client responsibilities

Provide accurate information, timely access to tools, and named contacts able to make decisions.
Give us written reply rules, tone guidance, refund and exception policies, and escalation paths. We act within those rules and hand off what falls outside them.
Maintain the accounts, licenses, and permissions for your own help desk, chat, telephony, and email platforms, and grant us only the access you intend.
Provide any notices or consents your customers are entitled to receive, including call-recording disclosures.
Remain responsible for decisions, commitments, credits, and refunds made to your customers, except where we exceed written authority.

7. Client data access and confidentiality

To deliver support we may be given access to your systems and to customer data inside them. We will use that access only for the Engagement, apply the safeguards described in our Privacy Policy, and not disclose it except to people and providers who need it for the work and are bound by confidentiality, or as required by law.

Each party will keep the other’s non-public business information confidential, using it only for the Engagement. This duty does not cover information that is public through no fault of the recipient, already known to it, independently developed, or lawfully received from a third party. Confidentiality obligations survive for three years after the Engagement ends, and for as long as applicable law requires for personal data.

8. Regulated and excluded matters

Our agents are not licensed professionals. We do not provide legal, medical, financial, tax, or other regulated advice lines, and we do not act as a collections agency, emergency service, or security monitor. Decisions that require owner or licensed-professional approval must be covered by a written rule or escalated to you.

9. Fees, invoicing, and payment

Retainers are invoiced in advance for each monthly period; one-time and prepaid items are invoiced when ordered. Payment terms and accepted methods are stated on the invoice or Engagement. Late amounts may be paused or suspended after notice. Unless stated, fees exclude taxes, tool licenses, telephony charges, and third-party costs, which remain yours. See our Refund & Cancellation Policy.

10. Term and termination

Monthly Engagements renew each period until ended. Either party may end a retainer with written notice as described in the Refund & Cancellation Policy and the Engagement. We may suspend or end services for non-payment, misuse, unlawful instructions, or conduct that endangers our staff. On ending, we will stop using your systems, return or delete data you ask us to, and deliver any final status notes that were scoped.

11. Intellectual property

The site, its text, graphics, and Channel Stack tool belong to Formello Market or its licensors. You may not copy or reuse them except to view the site or discuss our services. Deliverables prepared for you, such as playbooks and templates, become yours upon payment for that work, excluding our pre-existing methods, tools, and general know-how, which we keep and which you may use inside those deliverables. Your brand, content, and customer records remain yours.

12. Disclaimers

The site and services are provided “as is” and “as available.” To the fullest extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not promise that the site will be uninterrupted or error-free, or that support will produce any specific business result. We do not claim certifications, partnerships, or endorsements from any third-party platform.

13. Limitation of liability

To the fullest extent permitted by law, Formello Market will not be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, goodwill, or data, even if advised of the possibility. Our total liability arising out of an Engagement is limited to the fees you paid for the services in the three months before the event giving rise to the claim. Nothing here excludes liability that cannot be excluded by law.

14. Indemnity

You will defend and hold harmless Formello Market from third-party claims arising from instructions, content, or policies you supplied, your breach of these Terms, or your failure to give legally required notices to your customers, except to the extent caused by our gross negligence or willful misconduct.

15. Governing law and disputes

These Terms are governed by the laws of the State of Oregon, without regard to conflict-of-law rules. The parties will first try in good faith to resolve a dispute by written notice and discussion for thirty days. Unresolved claims will be brought in the state or federal courts located in Lane County, Oregon, and you consent to that venue and jurisdiction.

16. Force majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control, including outages of third-party platforms, telecommunications or power failures, severe weather, labor disputes, or government action. Payment obligations for services already delivered are not excused.

17. General

These Terms and any Engagement are the entire agreement on their subject. If a provision is unenforceable, the rest remains in effect. Failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them to a successor. We may update these Terms by posting a revised version with a new effective date; Engagements continue under the Terms in force when they were signed unless both parties agree otherwise.

18. Contact

Questions about these Terms: Formello Market LLC, 30 E 17th Ave, Eugene, OR 97401, United States · phone +1 (929) 873-2811 · email connectteam1@formellomarket.com.

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