1. Introduction
Welcome to Novara CX ("we," "our," or "us"). These Terms & Conditions ("Terms") govern your access to and use of our website, services, and offerings (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these Terms. If you do not agree, please do not use our Services.
Novara CX provides AI-powered customer experience consulting, chatbot deployment, human agent services, and process consulting for D2C brands. Our Services are designed to help businesses reduce refunds, improve CSAT, and scale CX operations.
2. Our Services
Novara CX offers a range of CX solutions, including but not limited to:
- CX Diagnostic Audit: 2–3 week CX health assessment with a 90-day roadmap.
- AI Chatbot: WhatsApp + Website chatbot with continuous training and optimization.
- Fractional Head of CX: Strategic CX leadership on a month-to-month basis.
- Managed Agents: Trained, AI-assisted human agents for ticket resolution.
- AI Pre-Trained Staffing: Vetted CX candidates pre-trained on real customer scenarios.
All Services are delivered on a project-based or retainer basis, as outlined in the engagement agreement signed with each client.
3. Client Responsibilities
To ensure the successful delivery of our Services, clients agree to:
- Provide timely access to necessary systems, data, and personnel.
- Designate a point of contact for coordination and approvals.
- Provide accurate and complete information required for AI training and process design.
- Use our Services in compliance with all applicable laws and regulations.
💡 Important: Our AI solutions rely on the quality of data provided. We are not responsible for inaccuracies resulting from incomplete or incorrect client data.
4. Payment Terms
Our Services are offered on a fixed-fee, retainer, or project-basis model as agreed upon in the engagement contract.
All fees are in Indian Rupees (INR). Invoices are due within 7 days of receipt. Late payments may incur interest at 1.5% per month.
5. Intellectual Property
All intellectual property developed or delivered by Novara CX in connection with our Services — including but not limited to software code, chatbot configurations, process documentation, playbooks, and dashboards — remains the property of Novara CX unless otherwise explicitly agreed in writing.
Clients are granted a non-exclusive, non-transferable license to use the deliverables for their internal business purposes. Any modifications or reverse engineering of the deliverables is strictly prohibited.
6. Confidentiality
Both parties agree to maintain the confidentiality of any proprietary or sensitive information disclosed during the engagement. This includes but is not limited to business strategies, customer data, financial information, and technical details.
We take data security seriously and implement industry-standard measures to protect your information. However, no system is completely secure, and we cannot guarantee absolute security.
7. Refund Policy
We stand behind the quality of our work. Our 30-day satisfaction guarantee allows clients to request a refund for the first month of the two retainer-based services, namely "AI Chatbot" and "Fractional Head of CX", if they are not satisfied with the results.
Refund requests must be submitted in writing within 30 days of the engagement start date. One-time project fees (such as the CX Diagnostic Audit) are non-refundable.
✅ Our Commitment: We have a proven track record of delivering measurable results — 77% refund reduction, 88% faster response times, and 40% retention boosts. We're confident in our work.
8. Limitation of Liability
To the maximum extent permitted by law, Novara CX shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from the use of our Services. Our total liability for any claim arising from these Terms or our Services shall not exceed the total fees paid by the client in the 12 months preceding the claim.
We do not guarantee that our Services will be uninterrupted, error-free, or completely secure. We strive for excellence, but we cannot control all external factors.
9. Termination
Either party may terminate a retainer agreement with 30 days' written notice. One-time project engagements are considered complete upon delivery and acceptance of the final deliverables.
We reserve the right to suspend or terminate Services if the client fails to comply with these Terms or fails to make timely payments.
10. Governing Law
These Terms are governed by and construed in accordance with the laws of India. Any disputes arising from these Terms or our Services shall be subject to the exclusive jurisdiction of the courts in Delhi, India.
11. Changes to These Terms
We may update these Terms from time to time to reflect changes in our Services, legal requirements, or business practices. We will notify clients of material changes via email or website notice. Continued use of our Services after such changes constitutes acceptance of the updated Terms.
12. Contact Us
If you have any questions, concerns, or requests regarding these Terms, please reach out to us:
- Email: rishi@novaracx.com
- Phone: +91-9999251547
- LinkedIn: linkedin.com/in/rishirana27