Terms of Service

Last updated: 14 August 2026

These Terms of Service (“Terms”) govern the supply of services by Berardo Limited, a private company limited by shares incorporated in Hong Kong (Company / Business Registration No. 81030046), with its registered office at Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong, trading as Clarity Support Agency (“Clarity Support Agency”, “we”, “us”, “our”), to its clients (“Client”, “you”, “your”).

By booking a strategy call, signing a proposal, accepting a quotation, paying an invoice, or otherwise instructing us to begin work, you agree to these Terms.

1. Business-to-business only

Our services are offered exclusively to businesses, sole traders and other professionals acting in the course of a trade or profession. We do not contract with consumers. By engaging us, you confirm that you are acting for business purposes and that you have authority to bind the entity you represent.

Because these Terms are business-to-business, statutory consumer protections — including any consumer right of withdrawal — do not apply.

2. Services

We provide remote customer support outsourcing and related operational services. Depending on what is agreed in writing, these may include:

managing customer support inboxes and responding to customer enquiries on your behalf;
order tracking and shipping status assistance;
processing and handling refund, return and cancellation requests according to your policies;
coordination with your suppliers and fulfilment partners;
design and documentation of support workflows and standard operating procedures;
recruitment, training and deployment of a dedicated support agent into your team.

The exact scope, volume, working hours, channels, response targets and deliverables for your engagement are those set out in the written proposal, quotation, statement of work or onboarding document agreed between us (the “Engagement Terms”). Where the Engagement Terms conflict with these Terms, the Engagement Terms prevail for that engagement.

Anything not expressly included in the Engagement Terms is out of scope. Additional work is quoted and agreed separately in writing.

3. Service models and fees

We currently offer two commercial models. The model that applies to you is stated in your Engagement Terms.

3.1 Hourly support. Support delivered on an hourly basis at the rate published on our website or agreed in your Engagement Terms (currently EUR 6 per hour, exclusive of any applicable taxes). Time is recorded and billed in accordance with clause 4.

3.2 Agent deployment. A one-time fee (currently EUR 1,000, exclusive of any applicable taxes) covering the sourcing, training, onboarding and integration of a dedicated support agent into your operation. This fee covers our recruitment and training work, which is performed and consumed at the start of the engagement. Where ongoing hours are also required, they are billed separately under clause 3.1 unless your Engagement Terms state otherwise.

3.3 Price changes. Published prices may change at any time for new engagements. Prices for a live engagement will not change during an agreed term; where no fixed term applies, we will give at least thirty (30) days’ written notice of a price change.

3.4 Currency. Unless stated otherwise in writing, all amounts are in euro (EUR). Any currency conversion costs, correspondent bank charges, or transfer fees are borne by the Client, and invoices must be settled in the full invoiced amount net of such charges.

4. Invoicing and payment

4.1 Method. Fees are payable by bank transfer against an invoice issued by Berardo Limited. We do not accept cash. Bank details are stated on each invoice; we will never notify you of a change of bank details by email alone, and you should telephone or verify with us directly before acting on any such notice.

4.2 Billing cycle. Unless your Engagement Terms state otherwise, hourly support is invoiced in arrears on a weekly or monthly basis, and one-time deployment fees are invoiced in advance and payable before work begins.

4.3 Payment terms. Invoices are due within seven (7) days of the invoice date unless a different period is stated on the invoice.

4.4 Late payment. If an invoice remains unpaid after its due date we may, after giving written notice, suspend all or part of the services until payment is received, and charge interest on the overdue amount at 1.5% per month or the maximum rate permitted by law, whichever is lower, together with reasonable costs of recovery. Suspension for non-payment does not relieve you of the obligation to pay accrued fees.

4.5 Taxes. All fees are exclusive of value added tax, goods and services tax, withholding tax and any similar levy. Where any such tax is chargeable, or where you are required to withhold any amount, you are responsible for it and must gross up the payment so that we receive the full invoiced amount.

4.6 Disputed invoices. If you dispute an invoice in good faith, you must notify us in writing within seven (7) days of receipt, setting out the reason. Undisputed portions remain payable on the due date. Raising a payment dispute or reversal directly with your bank, rather than with us, is a breach of these Terms — see clause 5.8 of these Terms.

5. Refunds and cancellation

This policy explains how billing, cancellation and refunds work for services supplied by Berardo Limited (Company / Business Registration No. 81030046), registered office Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong, trading as Clarity Support Agency (“we”, “us”).

It forms part of our Terms of Service. Where your signed proposal or statement of work (“Engagement Terms”) says something different, the Engagement Terms apply to that engagement.

5.1 What we sell

We supply business-to-business professional services delivered by people: managed customer support, order and refund handling, supplier coordination, workflow design, and the recruitment, training and deployment of dedicated support agents.

We do not sell physical goods, digital downloads, subscriptions billed automatically, or any product that can be returned. Because our services are consumed as they are performed, refunds work differently from a product return — this policy sets out exactly how.

Our clients are businesses. Statutory consumer withdrawal and cooling-off rights do not apply to business-to-business professional services.

5.2 How and when you are billed

Payment method. All fees are paid by bank transfer against an invoice issued by Berardo Limited. We do not accept cash, and we do not store any card details.

Currency. Invoices are issued in euro (EUR) unless agreed otherwise in writing. Bank charges, correspondent fees and currency conversion costs are borne by the client; invoices must be settled so that we receive the full invoiced amount.

Hourly support (currently EUR 6 per hour). Time is tracked and invoiced in arrears, weekly or monthly as agreed. You only pay for hours actually worked.

Agent deployment (currently EUR 1,000, one-time). Invoiced in advance and payable before we begin sourcing and training. This fee covers recruitment, screening, training, onboarding and integration work that we perform at the start of the engagement.

Payment terms. Invoices are due within seven (7) days of the invoice date unless the invoice states otherwise. Late payment is dealt with in clause 4 of our Terms of Service.

5.3 Cancelling before work starts

You may cancel any engagement free of charge by written notice to claritysupp0rtagency@gmail.com at any time before we begin work.

If you have already paid and we have not yet started, we refund 100% of what you paid, within ten (10) business days of confirming the cancellation, to the account the payment came from.

“Beginning work” means the first of: starting to source or screen candidates for your agent, starting onboarding or training, or handling your first support ticket.

5.4 Cancelling an ongoing engagement

Either party may end an ongoing engagement by giving fourteen (14) days’ written notice, unless your Engagement Terms set a different notice period.

During the notice period we continue to deliver the agreed service, and you pay for the hours worked in that period. There is no cancellation penalty and no exit fee.

On the effective date we hand over the documentation and materials you have paid for, and you revoke our access to your systems.

5.5 Refunds on hourly support

Because hourly support is invoiced in arrears for work already performed, there is normally nothing to refund. Where a refund or credit does apply:

We will credit or refund hours that were invoiced but not actually worked; hours invoiced in error or duplicated; and hours where we failed to deliver the agreed service through our own fault and could not put it right.

We will not refund hours properly worked because the commercial outcome did not meet your expectations; hours lost to your delay, missing information, or unavailability of your systems or a third-party platform; or work performed under instructions you later change your mind about.

Service quality issues. If you are not satisfied with the quality of work, tell us in writing within seven (7) days of the invoice covering that work, with specifics. We will investigate within five (5) business days. Where we agree the work fell short, our first remedy is to redo it at no charge; where that is not practical, we issue a credit note or a refund of the affected hours.

5.6 Refunds on the agent deployment fee

The deployment fee pays for recruitment and training work that is performed once, at the start, and cannot be recovered afterwards. Refunds are therefore tied to how far that work has progressed at the moment you cancel.

Before sourcing or training begins

100%

After sourcing has begun but before the agent is presented to you

50%

After the agent has been presented, onboarded or started work

No refund

Replacement guarantee. If, within the first thirty (30) days of a deployed agent starting work, the agent is not performing to the agreed standard, tell us in writing with specifics. We will replace the agent and carry out the sourcing and training again at no additional cost. This replacement is our remedy in place of a refund, and it may be used once per deployment.

If the agent resigns or becomes unavailable within the first thirty (30) days for reasons attributable to us, we replace them at no cost on the same basis.

5.7 How to request a refund

Send an email to claritysupp0rtagency@gmail.com with:

We acknowledge every request within two (2) business days and give a written decision within ten (10) business days. Where a refund is approved, we pay it within ten (10) business days of the decision, by bank transfer to the account the original payment came from. We do not refund to a different account or a different payer.

Bank transfer fees on a refund are borne by us, except where the refund arises from your own cancellation under clause 5.6, in which case each party bears its own bank charges.

your company name and the invoice number;
the amount concerned;
what you are asking for and why, with dates and specifics.

5.8 Payment disputes and reversals

If you believe an invoice is wrong, raise it with us first, in writing, within seven (7) days of receiving it. We take billing complaints seriously and will always look at the record.

Initiating a payment reversal, recall or dispute through your bank without first raising the matter with us is a breach of our Terms of Service. Where that happens we may suspend all services immediately, and we reserve the right to recover the disputed amount together with reasonable costs.

We keep detailed records — engagement documents, time logs, ticket volumes, correspondence and deliverables — and we will provide them in full to any bank or payment provider reviewing a dispute.

5.9 Suspension or termination by us

If we suspend or terminate an engagement because of non-payment, or because of a breach of the acceptable use rules in clause 7 of our Terms of Service, no refund is due and all fees for work performed up to that date remain payable.

If we terminate for our own convenience or because we can no longer deliver the service, we refund any amount you have paid for work we have not performed, on a pro rata basis.

5.10 Force majeure

Where an event outside either party’s reasonable control prevents delivery, we will discuss the situation in good faith and agree a fair adjustment. If the event continues for more than thirty (30) days, either party may terminate and we refund any amount paid for services not delivered.

6. Client responsibilities

To let us do our job, you agree to:

provide timely, accurate and complete information, product and policy documentation, and answers to our questions;
grant and maintain the access we need to your helpdesk, store back office, communication tools and any other systems required, and revoke that access promptly when the engagement ends;
keep your own refund, return, shipping and privacy policies accurate, lawful and up to date, and inform us of changes;
ensure that your products, marketing claims and business practices comply with all applicable law in the markets where you sell;
nominate a responsible contact person able to make decisions and respond to escalations;
hold and maintain a lawful basis for any personal data you make available to us, and provide any privacy notices and obtain any consents required from your customers.

We are not responsible for delays, service failures or outcomes caused by your failure to meet these responsibilities, by inaccurate information you provide, or by unavailability of your systems or third-party platforms.

7. Acceptable use

You may not instruct us to perform, and we will not perform, any work which is unlawful, deceptive or in breach of a third party’s rights. In particular, we will not:

send unsolicited bulk marketing or messages in breach of applicable anti-spam law;
make statements to customers that we know or reasonably believe to be false or misleading, including false claims about shipping times, stock, refunds, endorsements or product characteristics;
assist in deflecting or obstructing legitimate refund, chargeback or statutory consumer rights, or in delaying customers with the aim of running out a dispute window;
handle special categories of personal data, payment card numbers, or full financial credentials, unless expressly agreed in writing with appropriate safeguards in place;
support the sale of counterfeit goods, unlicensed pharmaceuticals or medical devices, weapons, illegal drugs, adult content involving minors, or any other product whose sale is prohibited in the relevant market;
work on any business engaged in fraud, money laundering, sanctions evasion, or any activity we reasonably consider likely to expose us to legal or reputational harm.

We may refuse or immediately stop any instruction that falls within this clause, and may terminate the engagement under clause 12 without liability. You remain liable for fees for work properly performed up to that point.

8. Personnel and non-solicitation

8.1 Our agents and staff work for and are engaged by Berardo Limited. They are not your employees, and nothing in these Terms creates an employment relationship, partnership, joint venture or agency between you and any of our personnel beyond the limited authority to act on your behalf in customer communications as agreed.

8.2 We select personnel at our discretion and may replace an agent where necessary, including for illness, resignation or performance. We will give reasonable notice and manage the handover where we can.

8.3 During the engagement and for twelve (12) months afterwards, you agree not to directly or indirectly solicit, hire or engage any person we have introduced to you or assigned to your account, whether as employee, contractor or through a third party, without our prior written consent. If you breach this clause, you agree to pay a recruitment fee equal to EUR 5,000 or six (6) months of that person’s total compensation, whichever is greater, as a genuine pre-estimate of our loss in recruitment and training.

9. Confidentiality

Each party will keep the other’s confidential information secret, use it only for the purposes of the engagement, and disclose it only to personnel and advisers who need it and who are bound by equivalent obligations. Confidential information includes customer lists, supplier terms, pricing, business processes, and any information marked or reasonably understood to be confidential.

These obligations do not apply to information that is or becomes public through no fault of the receiving party, was already lawfully known, is independently developed, or must be disclosed by law or court order — in which case the disclosing party will be notified where legally permitted.

These obligations survive termination for three (3) years, and indefinitely for anything that constitutes a trade secret.

10. Intellectual property

10.1 Each party retains ownership of its pre-existing intellectual property. Nothing in these Terms transfers ownership of our methodologies, templates, internal tooling, training materials or know-how.

10.2 Standard operating procedures, macros, response templates and workflow documentation created specifically for you and paid for by you become your property on full payment of all sums due, and we assign to you all rights in them with effect from that payment.

10.3 We retain a perpetual right to use the general skills, know-how, experience and non-client-specific improvements gained during the engagement.

10.4 You grant us a limited, non-exclusive licence to use your name, brand assets and systems solely as necessary to perform the services. We will not use your name or logo as a reference or case study without your prior written consent.

11. Service levels, warranties and disclaimers

11.1 We will perform the services with reasonable care and skill, using suitably trained personnel, and in accordance with any response targets agreed in your Engagement Terms.

11.2 Response targets are measured during agreed working hours and exclude time attributable to your delay, third-party platform outages, or force majeure.

11.3 We do not guarantee any specific business outcome. We make no warranty as to revenue, conversion rate, customer satisfaction score, chargeback rate, dispute win rate, or retention. Where we assist with refund or chargeback documentation, we do not guarantee that any dispute will be resolved in your favour — the decision rests with the payment provider, card scheme or bank.

11.4 We are not a law firm, accountancy practice, tax adviser or licensed financial services provider. Nothing we provide is legal, tax, accounting or financial advice, and you should take your own professional advice.

11.5 Except as expressly stated in these Terms, and to the maximum extent permitted by law, all warranties, conditions and terms implied by statute or common law are excluded.

12. Term, suspension and termination

12.1 The engagement starts on the date agreed in your Engagement Terms and continues until terminated in accordance with this clause.

12.2 Either party may terminate an ongoing engagement for convenience by giving fourteen (14) days’ written notice, unless a different notice period is stated in your Engagement Terms.

12.3 Either party may terminate immediately by written notice if the other party commits a material breach that is not remedied within ten (10) days of written notice, becomes insolvent, enters liquidation or administration, or ceases to carry on business.

12.4 We may suspend or terminate immediately, without liability, where clause 7 applies, where we are required to do so by law, or where continuing would in our reasonable opinion expose us to legal, regulatory or reputational risk.

12.5 On termination: all fees for services performed up to the effective date fall due immediately; each party returns or deletes the other’s confidential information on request; we will hand over agreed documentation and materials that have been paid for; and you must revoke our access to your systems.

12.6 Clauses 4, 7.3, 8, 9, 10, 12, 13, 14 and 15 survive termination.

13. Limitation of liability

13.1 Nothing in these Terms limits or excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be limited.

13.2 Subject to clause 13.1, neither party is liable to the other for loss of profit, loss of revenue, loss of anticipated savings, loss of business or goodwill, loss or corruption of data, or any indirect or consequential loss, however arising.

13.3 Subject to clause 13.1, our total aggregate liability arising out of or in connection with an engagement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total fees actually paid by you to us under that engagement in the three (3) months immediately preceding the event giving rise to the claim.

13.4 Any claim must be notified to us in writing within six (6) months of the date on which you became aware, or ought reasonably to have become aware, of the circumstances giving rise to it.

13.5 The allocation of risk in this clause is reflected in our fees, and you acknowledge that it is reasonable in a business-to-business context.

14. Indemnity

You will indemnify us against all claims, losses, fines and reasonable legal costs arising from: your products or services; your instructions where they breach clause 7; your breach of applicable consumer protection, advertising or data protection law; content or information you provide to us; and any claim by a customer of yours to the extent it results from your own policies, acts or omissions rather than our negligence.

15. Data protection and processor terms

Each party will comply with applicable data protection law, including the EU General Data Protection Regulation (Regulation (EU) 2016/679) and the Hong Kong Personal Data (Privacy) Ordinance (Cap. 486) where applicable. Our handling of personal data as a controller is described in our Privacy Policy.

Where we process personal data on your behalf in the course of the services — for example the name, contact details, order information and support messages of your own customers — you are the controller and we act as processor. In that role we commit to the following, which together form our Article 28 processor terms:

We process that personal data only on your documented instructions, and not for our own purposes. We do not sell it, and we do not use it to train any artificial intelligence or machine learning model.

Every person we authorise to process it is bound by a written confidentiality obligation and receives data protection training before being granted access.

We maintain technical and organisational measures appropriate to the risk, including least-privilege access on individual named accounts, mandatory multi-factor authentication, encryption in transit and at rest, and prompt revocation of access when a person leaves or an engagement ends.

You give us general authorisation to engage sub-processors, comprising the individual support agents and contractors we engage and the platform providers listed in our Privacy Policy. We will give you at least thirty (30) days’ written notice before adding or replacing a sub-processor, and you may object on reasonable data protection grounds. We remain fully liable for their performance.

We will assist you, so far as possible, in responding to data subject requests. If a data subject contacts us directly about data we process for you, we will forward the request to you within three (3) business days and act only on your instructions.

We will notify you without undue delay, and in any event within twenty-four (24) hours, after becoming aware of a personal data breach affecting personal data we process for you, and will assist you with your own notification obligations.

Our personnel work remotely from several countries, including the Philippines and Portugal, so delivering the services involves transferring personal data outside the European Economic Area. Where personal data originating in the EEA is transferred to a country without an adequacy decision, the transfer takes place under the European Commission’s Standard Contractual Clauses (Commission Implementing Decision (EU) 2021/914), Module Two, controller to processor.

On termination, and at your choice, we will delete or return all personal data we process for you within thirty (30) days, unless we are required by law to retain it.

A full standalone Data Processing Agreement, including the detailed annexes and the completed Standard Contractual Clauses, is available on request to claritysupp0rtagency@gmail.com, and we will execute a signed counterpart on your own paper if you require one.

16. General

16.1 Force majeure. Neither party is liable for failure or delay caused by events beyond its reasonable control, including natural disaster, war, civil unrest, epidemic, government action, internet or telecommunications failure, or failure of a third-party platform. If such an event continues for more than thirty (30) days, either party may terminate on written notice.

16.2 Independent contractors. The parties are independent contractors. Neither party may bind the other except as expressly stated.

16.3 Subcontracting. We may use subcontractors and remote personnel to deliver the services and remain responsible for their performance. You may not assign or transfer these Terms without our written consent.

16.4 Notices. Notices must be in writing and sent to claritysupp0rtagency@gmail.com (for us) or to the email address on record for you. Notices are deemed received on the next business day after sending.

16.5 Entire agreement. These Terms together with the Engagement Terms and the policies incorporated by reference form the entire agreement and supersede all prior discussions. Neither party relies on any statement not set out in them.

16.6 Variation. We may update these Terms for new engagements at any time by posting a revised version with a new “Last updated” date. Changes affecting a live engagement take effect thirty (30) days after we notify you in writing; if you object, you may terminate under clause 12.2 without penalty.

16.7 Severability and waiver. If any provision is held unenforceable, the rest remains in force. A failure to enforce a right is not a waiver of it.

16.8 No third-party rights. A person who is not a party to these Terms has no right to enforce them under the Contracts (Rights of Third Parties) Ordinance (Cap. 623) or otherwise.

16.9 Language. These Terms are drawn up in English. Any translation is provided for convenience only, and the English version prevails.

17. Governing law and disputes

These Terms and any dispute arising out of or in connection with them, including non-contractual disputes, are governed by the laws of the Hong Kong Special Administrative Region.

The parties will first attempt to resolve any dispute in good faith through direct discussion between senior representatives for a period of thirty (30) days. Failing that, the courts of the Hong Kong Special Administrative Region have exclusive jurisdiction, save that either party may seek injunctive relief in any competent court to protect its confidential information or intellectual property.

18. Contact

Berardo Limited (trading as Clarity Support Agency)
Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong
Company / Business Registration No. 81030046
Email: claritysupp0rtagency@gmail.com