Terms of Service

These Terms of Service (the “Terms”) govern (i) your access to and use of the website operated by Done Outsourcing Sh.p.k. at donegroup.al (the “Site”) and (ii) any evaluation, quotation, or business correspondence you exchange with Done Outsourcing prior to executing a written services agreement. Any actual provision of services is governed by a separate written Master Services Agreement (“MSA”) and an associated Data Processing Agreement (“DPA”) signed by both parties; in case of conflict between these Terms and the MSA, the MSA prevails for that engagement.

1. Definitions

• “Done Outsourcing”, “we”, “us”: Done Outsourcing Sh.p.k., a limited liability company incorporated in Albania.
• “You”, “Client”: the business entity or its authorised representative accessing the Site or engaging Done Outsourcing for services.
• “Services”: inbound call handling, outbound calling, lead generation, appointment setting, back-office support, and ancillary professional services as described on the Site or in an MSA.
• “End Customer”: a natural or legal person whom Done Outsourcing contacts on behalf of a Client.

2. Eligibility

Done Outsourcing serves business clients only. By accessing the Site or engaging us, you represent and warrant that you (i) are at least 18 years old, (ii) have legal capacity to enter into binding agreements, and (iii) act on behalf of a legitimate business or organisation.

3. Description of services

We provide inbound and outbound call-centre and back-office services from our facilities in Tirana, Albania, in English, German, and Albanian, with additional languages available on a per-engagement basis. The exact scope, key performance indicators, hours of coverage, languages, integrations, headcount, and pricing are defined in the MSA and any related Statements of Work (“SOWs”).

4. The engagement process

1. Discovery. You share the brief; we ask clarifying questions in writing or by call.
2. Quotation. We respond with a non-binding written quote, typically within one business day.
3. Contract. Upon mutual agreement, the parties execute an MSA and a DPA.
4. Onboarding. Agent training, scripting, system integrations, and a controlled go-live, typically within 5–10 business days.
5. Operations. Service delivery against the agreed KPIs, with weekly QA and reporting.

5. Service levels and quality assurance

Service-level commitments (response time, average speed of answer, first-call resolution, abandonment rate, etc.) are defined per engagement in the MSA. We monitor agent performance through call recording, scorecards, and weekly QA reviews. Continuous improvement findings are shared with the Client at the agreed cadence.

6. Fees and payment

Pricing models include per-hour, per-campaign, dedicated-team, and outcome-based pricing, as defined in the SOW. Unless otherwise agreed, invoices are issued monthly in arrears, payable within 14 days of invoice date. Overdue amounts may accrue statutory default interest. Bank fees and currency conversion are borne by the Client.

7. Term, suspension, and termination

Engagements run for the term defined in the MSA. Either party may terminate for material breach with 30 days' written notice if the breach is not cured. Done Outsourcing may suspend services immediately if (i) the Client has overdue payments older than 30 days, (ii) the Client's use of the Services violates applicable law, or (iii) continued provision exposes Done Outsourcing or its agents to a credible safety, compliance, or reputational risk.

8. Acceptable-use policy

You and your campaigns must not, directly or indirectly:

• Violate the Telephone Consumer Protection Act (TCPA), the Telemarketing Sales Rule, the General Data Protection Regulation (GDPR), the ePrivacy Directive, or equivalent laws in the recipient's jurisdiction.
• Place calls or messages to recipients listed on a national, state, or company-specific Do Not Call (DNC) registry without a valid established business relationship or a legally recognised exemption.
• Promote firearms, illegal goods or services, fraudulent schemes, adult content, deceptive medical or financial claims, debt collection without proper licensing, or any content prohibited by the laws of Albania, the EU, or the recipient's jurisdiction.
• Provide call lists, contact data, or scripts that have been unlawfully obtained or that otherwise breach a third party's rights.
• Use Done Outsourcing systems to send unsolicited commercial communications outside of an opted-in audience.

Done Outsourcing reserves the right to refuse, pause, or terminate any campaign that violates these requirements, and to retain fees already due for work performed up to that point.

9. SMS and voice compliance

When a phone number is provided to Done Outsourcing — through the contact form, email, WhatsApp, or any campaign opt-in — the provider consents to receive SMS or voice communications from Done Outsourcing or the contracted Client related to the purpose for which the number was given. Reply STOP to opt out. Reply HELP for assistance. Message and data rates may apply. Frequency varies. Opt-out requests are honoured immediately and recorded.

For campaigns directed at recipients in the United States, Done Outsourcing operates in accordance with the TCPA, the Telemarketing Sales Rule, and applicable state law, including the use of prior express written consent and the suppression of national and state Do Not Call lists.

10. Confidentiality

Each party agrees to keep confidential all non-public business, technical, and personal information disclosed by the other party, and to use it solely for the purpose of performing or evaluating the Services. Confidentiality obligations survive termination of the engagement for a period of five (5) years, or longer where required by law (e.g. for personal data or trade secrets).

11. Data protection

Where Done Outsourcing processes personal data on behalf of the Client, the parties shall enter into a separate Data Processing Agreement compliant with Article 28 GDPR. The DPA defines the subject-matter, duration, nature, purpose, and categories of processing, the categories of data subjects, and the obligations and rights of the Client. Sub-processors are appointed only with prior written consent (general or specific) of the Client. See our Privacy Policy for additional information.

12. Intellectual property

Each party retains all right, title, and interest in its pre-existing intellectual property. The Client grants Done Outsourcing a limited, non-exclusive, royalty-free licence to use the Client's name, logo, scripts, and materials strictly to the extent necessary to deliver the Services. Done Outsourcing retains ownership of its operational know-how, training materials, QA frameworks, and software. Deliverables created specifically for the Client are addressed in the MSA.

13. Warranties and disclaimers

Done Outsourcing warrants that the Services will be performed with reasonable skill and care by trained personnel and in accordance with the MSA. Except for this express warranty, the Site and Services are provided “as is” and “as available”, without any other warranty, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted operation.

14. Limitation of liability

To the maximum extent permitted by law, neither party shall be liable to the other for any indirect, incidental, consequential, special, exemplary, or punitive damages, including lost profits, lost revenue, or loss of goodwill, even if advised of the possibility. The aggregate liability of Done Outsourcing under any engagement shall not exceed the total fees paid by the Client to Done Outsourcing during the twelve (12) months preceding the event giving rise to the claim. Nothing in these Terms limits liability for (i) wilful misconduct or gross negligence, (ii) breach of confidentiality, (iii) breach of the DPA leading to a personal-data breach, (iv) bodily injury or death, or (v) any other liability that cannot be limited or excluded under applicable law.

15. Indemnification

The Client shall defend, indemnify, and hold harmless Done Outsourcing and its officers, employees, and agents from and against any third-party claim arising out of (i) the Client's breach of these Terms or the MSA, (ii) the Client's violation of applicable telemarketing, SMS, or data-protection laws, or (iii) the content of any script, list, or material provided by the Client.

16. Force majeure

Neither party is liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, large-scale telecom or internet outages, government actions, war, terrorism, civil unrest, epidemics, or labour disputes that are not within the affected party's direct control. The affected party shall notify the other promptly and use commercially reasonable efforts to resume performance.

17. Sub-contractors

Done Outsourcing may engage carefully vetted sub-contractors to deliver parts of the Services and remains responsible for their performance. Where personal data is involved, sub-contractors are bound by written agreements imposing the same data-protection obligations as those applicable to Done Outsourcing.

18. Notices

Notices required under these Terms must be made in writing to the registered address of the party or, where permitted, by email to info@donegroup.al with confirmation of receipt.

19. Changes to these Terms

Done Outsourcing may revise these Terms from time to time. The version effective at the time of your access to the Site governs your use of it. Material changes that affect a live engagement will be communicated to the Client and require written agreement to take effect for that engagement.

20. Dispute resolution and governing law

These Terms and any dispute arising out of or in connection with them or with the Services are governed by the laws of the Republic of Albania, without regard to its conflict-of-law principles. The parties shall first attempt to resolve any dispute amicably through good-faith negotiation. Any dispute that cannot be resolved within sixty (60) days shall be subject to the exclusive jurisdiction of the competent courts of Tirana, Albania. The parties may agree in writing to submit specific disputes to arbitration under the rules of a recognised arbitral institution.

21. Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force and effect, and the invalid provision shall be replaced with a valid provision that most closely reflects the original commercial intent.

22. Entire agreement

Together with the MSA, the DPA, and any executed SOW, these Terms constitute the entire agreement between the parties regarding the Site and the Services and supersede all prior or contemporaneous understandings on the same subject.

23. Contact

Questions about these Terms? Write to info@donegroup.al or by post to Done Outsourcing Sh.p.k., [INSERT STREET AND NUMBER], Tirana, Albania.