Policies - Levr

Privacy Policy

This Privacy Policy explains how Levr ("we," "our," or "us") collects, uses, and protects your information when you use our services.

Information We Collect

Personal Information: Name, email address, phone number, company information
Payment Information: Billing details, payment method information (processed securely through Stripe)
Usage Data: Service usage patterns, communication preferences, support interactions
Technical Data: IP address, browser type, device information, cookies

Why We Collect This Information

Service Delivery: To provide virtual assistant services and manage your account
Billing: To process payments and manage subscriptions
Security: To protect against fraud and ensure platform security
Marketing: To send relevant updates and offers (with your consent)
Improvement: To enhance our services and user experience

Who We Share Information With

We only share your information with:

Service Providers: Stripe (payment processing), AWS (hosting), Google Workspace (communication tools)
Legal Requirements: When required by law or to protect our rights
Business Transfers: In case of merger, acquisition, or sale of assets

Your Rights

Access: Request a copy of your personal information
Correction: Update or correct inaccurate information
Deletion: Request deletion of your personal information
Opt-out: Unsubscribe from marketing communications
Portability: Request your data in a portable format

Data Protection & Security

Encryption: All data is encrypted in transit and at rest
Access Controls: Strict access controls and authentication measures
Compliance: Adherence to U.S. privacy laws and industry standards
Regular Audits: Ongoing security assessments and updates

Last Updated: January 2025

Terms of Service

By using Levr's services, you agree to these Terms of Service. Please read them carefully.

Agreement to Terms

You agree to use our platform professionally and lawfully, in compliance with all applicable laws and regulations.

Subscription & Billing

Billing Cycles: Monthly or annual billing as selected
Renewals: Automatic renewal unless cancelled before the billing cycle
Price Changes: 30-day notice required for any price increases
Payment Methods: Credit cards, debit cards, and other accepted payment methods

Scope of Services

Virtual Assistant Services: Executive support, operations, sales support, marketing assistance
Communication Channels: Email, phone, chat, and other agreed-upon methods
Service Hours: As specified in your service agreement
Coverage: 24/7 availability for urgent matters

Client Responsibilities

Clear Instructions: Provide detailed, clear instructions for tasks
Legal Compliance: Ensure all requested tasks are legal and ethical
Timely Communication: Respond to agent inquiries within reasonable timeframes
Resource Access: Provide necessary access to systems and information

Agent Responsibilities

Confidentiality: Maintain strict confidentiality of client information
Professionalism: Conduct all interactions professionally and courteously
Quality Standards: Deliver work meeting agreed-upon quality standards
Communication: Regular updates and clear communication about task progress

Limitation of Liability

Levr is not responsible for:

Indirect, incidental, or consequential damages
Service interruptions or downtime beyond our control
Actions of individual agents outside our direct supervision
Client data loss due to client system failures

Dispute Resolution

Governing Law: State of Delaware (our state of incorporation)
Arbitration: Disputes resolved through binding arbitration
Venue: Arbitration proceedings in Delaware
Class Action Waiver: No class action lawsuits permitted

Last Updated: January 2025

Cookie Policy

This policy explains how Levr uses cookies and similar technologies on levr.co.

What Are Cookies?

Cookies are small text files stored on your device that help us provide and improve our services.

Types of Cookies We Use

Essential Cookies

Authentication: Remember your login status and preferences
Security: Protect against fraud and ensure secure transactions
Functionality: Enable core website features and navigation

Analytics Cookies

Google Analytics: Understand how visitors use our website
Performance: Monitor page load times and user experience
Traffic Sources: Identify where our visitors come from

Marketing Cookies

Retargeting: Show relevant ads to visitors who have shown interest
Social Media: Enable social media sharing and integration
Personalization: Customize content based on user preferences

Managing Cookie Preferences

Browser Settings: Control cookies through your browser preferences
Opt-out Tools: Use industry-standard opt-out mechanisms
Third-party Controls: Manage third-party cookie preferences

Cookie Duration

Session Cookies: Deleted when you close your browser
Persistent Cookies: Remain until expiration or manual deletion
Third-party Cookies: Subject to third-party privacy policies

Last Updated: January 2025

Refund & Cancellation Policy

This policy outlines our approach to refunds and cancellations for our virtual assistant services.

Cancellation Policy

Client Cancellation: Clients may cancel services at any time
Service Continuation: Services continue until the end of the current billing cycle
Notice Period: No advance notice required for cancellation
Immediate Effect: Cancellation takes effect at the end of the current period

Refund Policy

No Refunds for Completed Work: We do not provide refunds for services already delivered
Service Failure Refunds: Refunds only provided if Levr fails to deliver agreed services
Partial Refunds: May be considered for significant service failures
Processing Time: Refunds processed within 5-10 business days

Bundled Hours Policy

Monthly Expiration: Bundled hours expire at the end of each month
No Carryover: Unused hours do not roll over to the next month
Usage Tracking: Real-time tracking of remaining hours
Purchase Options: Additional hours available for purchase as needed

Exceptional Circumstances

Technical Issues: Refunds for significant platform outages
Service Quality: Refunds for documented service quality issues
Billing Errors: Immediate refunds for billing mistakes
Force Majeure: Case-by-case consideration for extraordinary events

How to Cancel

Account Settings: Cancel through your account dashboard
Email Request: Send cancellation request to support@levr.co
Phone Support: Call our support team for assistance
Confirmation: Receive email confirmation of cancellation

Last Updated: January 2025

Service Level Agreement (SLA)

This SLA defines our service commitments and performance standards.

Response Time Guarantees

Urgent Requests: Agent response within 2 hours during business hours
Standard Requests: Agent response within 4 hours during business hours
After Hours: Agent response within 8 hours for non-urgent matters
Weekend Support: Limited availability with 12-hour response time

Platform Uptime Commitment

Target Uptime: 99.5% availability
Monitoring: 24/7 system monitoring and alerting
Maintenance Windows: Scheduled during low-traffic periods
Emergency Maintenance: Minimal downtime with advance notice when possible

Service Quality Standards

Task Completion: 95% of tasks completed within agreed timeframes
Communication Quality: Professional, clear, and timely communication
Accuracy Standards: 98% accuracy rate for data entry and processing
Client Satisfaction: Target 90%+ satisfaction rating

Escalation Process

Level 1: Direct agent support (initial contact)
Level 2: Team lead escalation (within 2 hours if unresolved)
Level 3: Management escalation (within 4 hours if unresolved)
Emergency Contact: Dedicated support line for critical issues

Compensation for SLA Failures

Response Time Failures: Credit for affected billing period
Uptime Failures: Service credits based on downtime duration
Quality Failures: Corrective action and potential compensation
Documentation: All SLA failures documented and reported

Reporting and Monitoring

Monthly Reports: Performance metrics and SLA compliance
Real-time Dashboards: Live monitoring of service levels
Client Notifications: Immediate alerts for SLA violations
Continuous Improvement: Regular review and optimization

Last Updated: January 2025

Acceptable Use Policy (AUP)

This policy defines acceptable and prohibited uses of Levr's services.

Prohibited Activities

Illegal Activities

Fraud: Any form of fraud, deception, or misrepresentation
Harassment: Bullying, intimidation, or discriminatory behavior
Hate Speech: Content promoting violence or discrimination
Copyright Infringement: Unauthorized use of copyrighted materials

Data Security Violations

Sensitive Data: Processing sensitive data without proper compliance
Data Breaches: Actions that could compromise data security
Unauthorized Access: Attempting to access systems without permission
Data Export: Unauthorized export of confidential information

Service Abuse

Excessive Workload: Tasks beyond agreed-upon service hours
Resource Misuse: Using services for unintended purposes
Spam: Sending unsolicited communications
Automation Abuse: Excessive automated requests or scripts

Professional Standards

Respectful Communication: Professional and courteous interactions
Clear Instructions: Provide specific, actionable task requirements
Reasonable Expectations: Set realistic timelines and deliverables
Feedback: Provide constructive feedback for improvement

Compliance Requirements

Industry Standards: Adherence to relevant industry regulations
Data Protection: Compliance with applicable privacy laws
Financial Regulations: Adherence to financial services regulations
Export Controls: Compliance with international trade regulations

Consequences of Violations

Warning: Initial notification of policy violation
Service Suspension: Temporary suspension for repeated violations
Account Termination: Permanent termination for serious violations
Legal Action: Cooperation with law enforcement when required

Reporting Violations

Contact Method: Report violations to compliance@levr.co
Investigation: All reports investigated within 24 hours
Confidentiality: Reporter information kept confidential
Follow-up: Regular updates on investigation progress

Last Updated: January 2025

Disclaimer

Levr provides outsourced virtual agent services. We do not guarantee specific outcomes, and all services are provided 'as-is' within the limits of the Terms of Service.

Service Limitations

No Guarantees: We cannot guarantee specific business outcomes or results
As-Is Service: Services provided in their current state without warranties
Client Responsibility: Clients remain responsible for their business decisions
Market Conditions: Results may vary based on market conditions and other factors

Professional Advice

Not Legal Advice: Our services do not constitute legal, financial, or tax advice
Consultation Recommended: Seek professional advice for complex legal or financial matters
Industry Expertise: We provide operational support, not professional consultation
Client Discretion: Clients should use their judgment in applying our support

Third-Party Services

External Tools: We may use third-party tools and services
No Endorsement: Use of third-party services does not imply endorsement
Service Availability: Third-party service availability not guaranteed
Integration Risks: Third-party integrations may have limitations or risks

Limitation of Liability

Indirect Damages: We are not liable for indirect or consequential damages
Maximum Liability: Our liability limited to amounts paid for services
Force Majeure: Not liable for events beyond our reasonable control
Statute of Limitations: Claims must be brought within applicable time limits

Last Updated: January 2025