Terms & Conditions

1. Overview

These Terms & Conditions govern the relationship between Assist-CX ("we", "us", "our") and any client ("you", "the client") who engages our services for the design, development, and delivery of custom internal tools built on or integrated with the Zendesk platform. By engaging our services — whether via email, WhatsApp, or any other channel — you agree to these terms in full.

2. Services

Assist-CX provides custom software development services including but not limited to:

• Custom Zendesk apps, dashboards, and internal tools
• Data visualisation and reporting solutions
• AI-powered ticket management and automation tools
• Ongoing monthly improvement and maintenance packages

The exact scope of each engagement is defined in a written project brief or statement of work agreed upon before work begins.

3. Pricing & Payment

All prices are quoted in EUR unless otherwise agreed. Standard payment terms are:

• 50% deposit required before work begins
• Remaining 50% due upon delivery and client sign-off
• Monthly retainer packages are billed at the start of each month
• Invoices are due within 14 days of issue

Late payments may result in work being paused until outstanding balances are settled. We reserve the right to charge interest on overdue invoices at a rate of 2% per month.

4. Delivery & Timelines

Estimated delivery timelines are provided in good faith based on the agreed scope. Timelines may be affected by delays in receiving required access, data, or feedback from the client. We will communicate any changes to timelines promptly. Assist-CX is not liable for delays caused by third-party platforms (including Zendesk) or factors outside our reasonable control.

5. Ownership & Intellectual Property

Upon receipt of full payment, the client owns the delivered code and assets in full. Assist-CX retains no ongoing rights to the delivered work. We may reference the project type (without identifying the client) in our portfolio or marketing materials unless the client requests otherwise in writing. Any pre-existing frameworks, libraries, or tools used in development remain the property of their respective owners.

6. Confidentiality

We treat all client data, business information, and project details as strictly confidential. We will not share, sell, or disclose any client information to third parties without explicit written consent, except where required by law. Clients are equally expected to keep any proprietary methods, pricing, or internal processes shared by Assist-CX confidential.

7. Revisions & Change Requests

Each project includes a defined number of revision rounds as specified in the project brief. Requests that fall outside the agreed scope will be quoted separately. We aim to accommodate reasonable change requests and will always communicate any impact on timeline or cost before proceeding.

8. Limitation of Liability

Assist-CX's total liability to the client for any claim arising from our services shall not exceed the total fees paid for the specific project in question. We are not liable for any indirect, consequential, or incidental damages including loss of revenue, data, or business opportunity. All tools are delivered as custom software — ongoing compatibility with third-party platform updates (e.g. Zendesk API changes) is not guaranteed unless covered under a maintenance agreement.

9. Termination

Either party may terminate an engagement with 14 days written notice. In the event of termination, the client is liable for payment of all work completed up to the termination date. The deposit is non-refundable once work has commenced. Assist-CX reserves the right to terminate immediately in cases of non-payment or breach of these terms.

10. Governing Law

These terms are governed by the laws of Romania. Any disputes arising from our services shall be subject to the exclusive jurisdiction of the Romanian courts.

11. Contact

For any questions regarding these terms, please contact us at [email protected] or reach the founder directly at [email protected].