Service Agreement

1. What we do

• During your coverage hours, our agents answer your calls and messages using your business name, take and update reservations, dispatch and coordinate your drivers, and enter bookings in your dispatch software, such as Limo Anywhere, FASTTRAK, Santa Cruz, or Livery Coach.
• Our agents work remotely and may be located outside the United States. Vantus selects, trains, and supervises them, and may replace or rotate agents as long as your coverage continues.
• Vantus does not provide transportation, vehicles, or drivers, and is not an emergency service. If a caller reports an emergency, agents tell them to hang up and call 911, then alert your emergency contact.

2. What you provide

• Access to your dispatch software and phone system, and call forwarding during your coverage hours.
• Accurate booking rules, prices, policies, and driver contacts, kept up to date.
• A contact our agents can reach for emergencies or decisions outside your booking rules.
• You authorize our agents to answer calls and act in your business name, within your written booking rules.
• You remain responsible for your vehicles, drivers, licenses, permits, insurance, pricing, transportation services, and following the laws that apply to your business.

3. Pricing and payment

• You pay the rate in Step 2 for each scheduled hour, subject to any minimum hours in Step 2.
• Before coverage starts, you pay for your first week of scheduled hours through our secure payment page.
• After that, we bill weekly in advance for the coming week's scheduled hours. Each invoice shows the hours worked by day in the previous week.
• You only pay for hours worked. If an agent does not work a scheduled hour, that hour is credited on your next invoice. Extra hours you request are added to your next invoice.
• Saved payment method: you authorize Vantus to save your bank account or card with our payment processor, Stripe, and to charge it automatically for each weekly invoice under this agreement. You can update your payment method anytime, and you can withdraw this permission by ending the agreement as described in Section 5. We never see or store your full card or bank numbers.
• If a payment fails, we will tell you, and you have 3 business days to fix it before service may pause.
• Prices do not include taxes. Any sales or similar taxes that apply are added to your invoice.
• Overdue amounts may carry a late fee of 1.5% per month, or the highest amount allowed by law if lower.
• We may change our rates with at least 30 days' notice by email. If you do not agree, you can cancel before the change takes effect.

4. Changing your schedule

You can change your coverage hours or number of agents with at least 7 days' notice by email. We will confirm changes by email.

5. Trial and cancellation

• If Step 2 includes a trial period, either side can end this agreement during the trial with 24 hours' notice by email.
• After any trial, this agreement continues until either side cancels. You can cancel anytime by email, with no cancellation fee. Your service continues until the end of the week you have already paid for, and you are not charged after that. Vantus can cancel with 14 days' notice by email. Before coverage starts, Vantus may also cancel if it cannot verify your business or staff the number of agents in Step 2, and will refund anything you paid.
• Either side can end it right away if the other seriously breaks it, including nonpayment, and does not fix the problem within 5 days of being told.
• You pay for all service provided up to the end date. Payments are not refundable, except as described here. If an agent did not work any of your scheduled hours, we credit those hours on your next invoice, or pay that credit back to you within 14 days after the end date if there is no next invoice. If Vantus ends this agreement, or you end it because Vantus seriously broke it, we also pay back any prepaid hours after the end date within 14 days.

6. Confidentiality and call recording

• We keep your business information, customer details, and logins confidential, and use them only to serve you. Only agents on your account have access, and you can change or remove access anytime.
• When the agreement ends, we stop using your systems and delete any of your customer information we hold outside them within 14 days.
• If we learn of a security incident affecting your information or your customers' information, we will tell you promptly so you can meet any obligations you have.
• Customer card payments: by default, our agents do not take payment card numbers by phone. Instead, they send your customer your secure online payment or booking link. If you ask us in writing to take card details, agents enter them only directly into your payment system, never write down, record, or store them, and you remain responsible for keeping your payment system compliant with card industry (PCI) rules.
• We will only name you as a client or share your feedback publicly with your written permission.
• We may record calls for quality and training, and keep recordings confidential. Because some states require everyone on a call to agree to recording, our agents tell callers that calls may be recorded. If you prefer, tell us in writing and we will not record your calls.

7. Our agents

• Vantus is an independent contractor. Agents work for Vantus, not for you, and Vantus pays them.
• While this agreement is active and for 12 months after it ends, you agree not to hire or contract directly with an agent who worked on your account without our written approval. If you do, you will pay Vantus a placement fee equal to 8 weeks of that agent's fees at your Step 2 rate.

8. Service interruptions

We make reasonable efforts to keep your coverage running. If coverage stops because of something outside our reasonable control, such as a power or internet outage, a phone or software provider failure, or a natural disaster, we will tell you as soon as possible and restore coverage quickly. You are not charged for hours not covered.

9. Responsibility and liability

• We provide our services professionally and follow your written booking rules. If you report an agent error, we will investigate and work with you to fix it.
• We are not responsible for driver performance, vehicle problems, traffic, or decisions made by you or your drivers.
• Neither side is liable for indirect damages or lost profits. Our total liability under this agreement is limited to what you paid us in the 30 days before the claim.
• Each side will protect the other from third-party claims caused by its own gross negligence, willful misconduct, or breaking the law. You are responsible for claims arising from your transportation services, vehicles, and drivers.

10. Notices

Official notices, such as cancellations and schedule changes, are sent by email to the addresses in Step 1 and Step 4. A notice counts as received when sent, unless the sender gets a delivery failure message.

11. Legal terms

• New Jersey law governs this agreement. If a dispute comes up, we will both first try to resolve it in good faith for 30 days. After that, the state or federal courts located in New Jersey will handle it.
• Sections on payment, confidentiality, our agents, and responsibility and liability continue to apply after this agreement ends.
• This document, together with any setup form you complete, is the full agreement between us and replaces earlier discussions. Changes must be agreed in writing by both sides, and email counts.
• Neither side may transfer this agreement without the other's written consent, except to a business that takes over its operations.
• If any part is found unenforceable, the rest still applies.
• Electronic records: you agree to sign this agreement and receive invoices and notices electronically. Electronic signatures, including a typed name, are valid and binding. You can ask us for a paper copy at any time.
• We will provide a completed Form W-9 on request.