Terms of service
Business Concierge (the “Service”) is provided by IWG trading as Rovva and is available to all customers who purchase a Business Concierge bundle from the Rovva website. All customers must be aged 18 or older. We reserve the right to suspend or remove User’s access to the Service, the grounds on which We can do this are explained below. You agree that the information you provide upon registration for the Service and at all other times will be true, accurate, current and complete.
• “Service” – Rovva Business Concierge
• “Helpline” – The Helpline available to you as part of the Service, (Monday – Friday 9am-5pm excluding Bank Holidays).
• “Us,” “Our” or “We” – IWG trading as Rovva
• “Website” – The Website (rovva.business-conceierge.online) which you may access as part of the Service, which is provided by Law-Match.
• “Tech Assist” – The support available as part of the Service from a Tech Assist agent during the Technical Support opening times as detailed in section ‘Tech Assist opening hours’
Benefits of Rovva Business Concierge;
Legal and Accountancy Assist
Business Concierge helps to put you in touch with a variety of legal and accountancy advisors to find the right advisor to suit your needs, as well as providing a range of tools and resources to help you run your business. This benefit includes
• Access to legal and financial advisors who are specialist in all facets of commercial, finance and corporate law.
• Free initial consultation(s) with a trained advisor and a discounted rate of up to 10% on advisor’s fee if you decide to instruct the advisor to act for you.
• Accountancy Software Subscription with Pandle ® - Please see separate Terms and Conditions.
• A legal document health check to ensure you have the right policies, procedures and documents in place, as Well as, access to a complimentary suite of commercial document templates e.g. Contract of Employment and Property Lease Contract.
Legal and Accountancy Assist – How to set up and Use this benefit
As a customer of Rovva Business Concierge, you will be sent a Welcome SMS and email which will contain the Website link (rovva.business-concierge.online) to the Business Concierge portal. Visit the Website and input your email address and postcode to sign in. Once logged in, you can access the Legal Assist and Accountancy Assist tabs which gives you access to; Legal document health check, details of your accountancy subscription to Pandle ® and the suite of commercial document templates.
Access to unlimited Technical Support for all of your connected devices in your office and home.
Tech Assist – How to set up and Use this benefit
As a customer of Rovva Business Concierge, you will be sent a Welcome SMS and email which will contain the telephone number for Tech Assist. This number can also be found via the Business Concierge customer portal at rovva.business-concierge.online and going to the Tech Assist tab. You will just need your email address and postcode to login to the site.
Legal and Accountancy Assist
I. Rovva Business Concierge Eligibility
To be eligible for Rovva Business Concierge you must:
• Be aged 18 years or older
• Have purchased a Business Concierge bundle from the Rovva website
We reserve the right to suspend or remove user’s access to the Service, the grounds on which We can do this are explained below.
II. Scope of the Service – Legal and Accountancy Assist
Rovva Business Concierge allows you to access the Website and the Legal Helpline which is provided by Assurant and sourced by Law-Match;
a) Access to specialist legal and financial advisors
b) Free initial consultations with a legal and financial
c) Discounts to advisors usual charging rates if you decide to instruct the advisor after your initial consultation
d) Templates of some common business contracts.
Access to the free helpline providing free legal and accounting consultation(s) can be accessed between the hours of 9:00 - 17:00, Monday to Friday, excluding Bank Holidays. To request a free consultation, you can either, fill out the enquiry form on rovva.business-concierge.online or by calling our legal or accounting helplines (numbers for which can be found on the Web link above).
Whether you request is by enquiry form or helpline, We will arrange with you to speak to an advisor. If, when you call, a specialist is available at the time We may arrange for you to speak with them straight away, however, this will not always be possible.
Free consultations are only available on singular case/topic basis. If any requests are made regarding a subject which you have already been given a consultation on, this may be rejected.
Following your free initial consultation, if you choose to instruct the legal or financial advisor, they will send you separate terms of engagement, upon which you will engage with them directly to provide a legal Service at a discounted rate.
III. Scope of the Service – Tech Assist
Tech Assist allows you unlimited access to Technical Support for all of your connected devices in your office and home, such as connectivity, Bluetooth ®, WI-FI, setup and installation, help with setting up your new device and installing new software and apps. Support can be provided for you mobile device, tablets, printers and other connected devices within your business. Opening hours for Technical Support can be found below.
In the event that the fault is through Services provided by a third party e.g. network, broadband or electricity supplier, We will be unable to support the problem until these Services have been restored.
Tech Assist opening hours;
Monday – Friday 8:00 – 21:00
Saturday 9:00 – 21:00
Excluding UK Bank Holidays
Tech Assist can be Used an unlimited amount of times and Use is via telephony only.
1. Important information about using the Service
1.1. The specialist legal and financial advisors are solely those who have a relationship with Law-Match to provide this Service to you. You are under no obligation to use any of these advisors or use this Service. There may be other firms or advisors who may be more appropriate or suitable to for you. Our responsibility to you is limited to using reasonable skill and care to select reputable firms and advisors using the specialist skills of Law-Match.
1.2. Please ensure that all information you provide in the course of using the Service is correct, complete, accurate and not misleading and that you provide all relevant facts. It is your responsibility to check that any information, content, material or data you have provided whilst using this Service meets the criteria and that any information that the firm holds about you is correct.
Failure to provide accurate information, disclose all relevant facts or correct mistakes or errors in the information the firm holds about you could invalidate the advice provided to you. Law-Match do not accept responsibility or liability for any loss or damage you may suffer or incur if any information, content, material or data you provide is not correct, complete and accurate or if it is misleading, or you fail to disclose all the relevant facts.
1.3. If you choose to instruct a legal or financial advisor following your initial free telephone consultation, they will send you separate terms of engagement upon which you will deal with them directly. Once you have accepted their terms of engagement, any advice, or assistance provided to you will be subject to those terms and you will be solely liable for any fees resulting from instructing the advisor to act for you.
1.4. If you are providing information about someone other than yourself, you must get permission to use this information before providing it to Law-Match. By submitting any details on another person, you are confirming that you have their permission to do so and that they understand how their information is to be used.
2. Important information about using the Website
2.2. You are responsible for all activities that occur under your login on the Website. You must notify Law-Match immediately of any unauthorised use of your login details.
2.3. None of the material on the Website constitutes personal legal or financial advice – it is for guidance only. Please ensure that either you seek legal or financial advice through accessing legal and accounting advisors as part of the Service or independently before you rely on any guidance to check that it is appropriate to your specific circumstances and meets your requirements. All legal materials on the Website is stated as being based on English, Scottish or Northern Irish law (as applicable). Please ensure that you review the correct guidance based on the law to apply to your specific situation.
2.4. The download and use of free legal templates from the Website do not constitute legal advice. Any template will need to be carefully considered and tailored to reflect your business needs and requirements, Law-Match make no representation and give no warranty with respect to the suitability of the template to your specific needs. You should seek legal advice before relying on a template.
2.5. All templates are provided as part of the Service and are for your use only; they must not be resold or supplied to any third party. Use of the templates by a third party will constitute as infringement of the intellectual property of Law-Match and may be actionable by them against you.
2.6. The templates will be periodically updated to reflect changes in the law, however, Law-Match cannot guarantee that any template or information guide is completely up to date with the law at the time you use it. Each document will be clearly labelled with the date with which it was last updated. The only warranty that Law-Match provide, is that the document reflected the current law at the time of last update.
3. Fees, Cancellations and Refunds
3.1. As you have purchased a Rovva plan which includes Business Concierge, you will need to pay a fee to Rovva for the Service. The amount and term of the fee will be explained to you by Rovva at the time you select the Business Concierge bundle and will be taken at the agreed term set out at point of purchase via the agreed payment method. If you have any questions or comments about the fees, or the term of the fee, please contact Rovva at email@example.com
Cancellations, terminations, suspensions and refunds
3.2. You can cancel the Service at any time by notifying Rovva by emailing firstname.lastname@example.org
3.3. You have 14 days from purchasing Rovva Business Concierge to cancel without paying anything, if payment has been made, you will get a full refund. However, if the Service has been used, this does not apply, and you will not receive a refund.
3.4. The below sets out the cancellation notice you will need to give Rovva dependant on the term you selected which purchasing the Business Concierge bundle:
• Monthly Term – Required one month notice to cancel and will automatically renew if Rovva are not advised you wish to opt out.
• Six, Twelve and Twenty-Four Month Term’s – Required two months’ notice in advance of the automatic renewal. Rovva will contact you two months before the renewal date to advise you that your bundle is due to renew. If you no longer wish to continue you will be given the option to opt out.
3.5. We may suspend, terminate, cancel or refuse you access to the Service where:
• Our agreement with Rovva to make this Service available to its customers ends, provided that We give you at least 30 days’ notice of the cancellation;
• We believe it is necessary to ensure that safety and security of your or other customers personal information;
• We believe you haven’t made the agreed payment for the Service;
• We believe it is necessary to prevent a crime or fraud, or where required by law; or
• We believe you breached these Terms or Use or the Website Terms.
3.6. We will also suspend access to the Website from time to time to allow Us to conduct regular maintenance.
3.8. When your Business Concierge is cancelled or termination, We will send you confirmation within 72 hours by either text message or email.
4. Limitation of Liability
4.2. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and We make no warranties, whether express or implied, in relation to either the Website or its use. You acknowledge that We cannot guarantee and cannot be responsible for the security or privacy of the Website and any information provided by you. You must bear the risk associated with the use of the Internet.
(a) any indirect, special, punitive, exemplary or consequential losses or damages of whatever kind arising out of your use or access to the Website , including loss of profit or the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise;
(b) any damage or alteration to your equipment including but not limited to computer equipment, handheld device or mobile device as a result of the use of the Website; or
(c) any failure to perform Our obligations hereunder where such failure results from any cause beyond Our reasonable control including, without limitation, mechanical, electronic or communications failure or degradation
(d) any loss or damage you may suffer or incur in connection with any Service you obtain after using the Website and instructing a legal advisor directly or for any acts, omissions, errors or defaults of any law firm in connection with that service. These services are not provided by Us but are instead provided by third parties over whom We do not have control. It is your responsibility to satisfy yourself that you wish to obtain any Service before doing so.
4.4. Any views, opinions, advice or assistance which is given or provided to you by a third party after you have used the Website do not represent Our views, opinions, advice or assistance and are not checked, monitored, reviewed, verified or endorsed by Us. We do not endorse, recommend or take responsibility for any third party who provides you with any views, opinions, advice or assistance. You act or refrain from acting on any third party's views, opinions, advice or assistance at your sole risk and sole discretion and you are solely responsible for any decision to act or refrain from acting on such views, opinions, advice or assistance. We are not responsible or liable for any loss or damage you may suffer or incur in connection with such views, opinions, advice or assistance including in relation to their accuracy, truthfulness or completeness or for any acts, omissions, errors or defaults of any third party in connection with such views, opinions, advice or assistance.
4.5. We do not warrant that the Service or any materials on the Website will meet all of your requirements or that they will be uninterrupted, timely, error free or secure. Any material downloaded or otherwise obtained through the use of the Service is done at your own discretion and risk and you are solely responsible for any damage to your device, corruption, or loss of data that results from the download of any such material.
6. How We will contact you
You agree that all communications between you and Us will be conducted electronically; this includes all notices, reports, documents, disclosures or other information that We are required to provide to you by law or as is reasonably necessary to provide the Service. We may provide communications to you by one or more of the following methods: (1) email; (2) Website; (3) text or picture message; or (4) any other method to the extent permissible by law.
7. Making an Enquiry or Complaint
7.1. We will always be fair and reasonable. Should there ever be an occasion when you feel that We have not provided you with a satisfactory level of service, We would like you to contact Rovva who will inform us, We will do our best to solve the problem.
7.2. We always do Our best to deal with any query promptly. You can email Rovva at email@example.com
7.3. Once We have received the query, We will attempt to resolve it immediately. If this is not possible, We promise to acknowledge your query within 5 working days of receiving it. In the unlikely event that your query has not been resolved within 4 weeks of Our receiving it, We will write and let you know the reasons why, and what further action We will take.
7.4. Once We have resolved your query, We will confirm our response in writing by email.
7.5. If your complaint related to the Service you have received from a legal or financial advisor after you have instructed them to act on your behalf and engaged with them directly, you should direct your complaint to the firm to be dealt with in accordance with the terms of your engagement with them including their complaints handling procedures. Although these complaints will be dealt with by the relevant firm, it is important to Us to monitor the quality of the legal of financial advisors who We use as part of the Service so We would like to know if you are unhappy with the firm.
8. Third Party Rights
9.2. A waiver by Us of any default will not constitute a waiver of any subsequent default.
11. Entire Agreement
12. Law and Jurisdiction
13. Data Protection – How We Handle Your Personal Information
We are committed to safeguarding the privacy of Our customers, and We have aligned Our information handling practices to applicable requirements of the EU General Data Protection Regulation (GDPR) and the UK Data Protection Act 2018. We collect and use your personal information as part of providing the Service to you. We use this information to perform Our obligations under Our Service agreement with you and to provide the Service features and benefits for which you are eligible, including customer support in connection with Business Concierge.
We process your personal information in accordance with applicable data protection and security laws. When processing your information, We use service providers (“data processors”) that use your personal information in accordance with contractual obligations in order to provide certain features related to the Service. We require these data processors to apply industry standard security measures designed to protect your personal information. Some of Our data processors are located outside the UK and European Economic Area (“EEA”), and in certain cases We transfer your personal information outside of the EEA. Where Personal Information is transferred outside the UK and EEA to a country that is not subject to an adequacy decision by the EU Commission, or the equivalent in the UK, We shall ensure that relevant safeguards are in place to afford adequate protection for your Personal Information. To obtain a copy of the relevant transfer mechanism or additional information on the transfers, please address these requests to Us. We take reasonable steps to ensure that your data is protected.
You have a right of notice, access, data portability, rectification, restriction of processing, erasure of the information We hold about you, as well as an objection right and the right not to be subject to a decision which is based solely on automated processing (without human involvement) where that decision produces a legal effect or otherwise significantly affects you which you may exercise at any time by contacting Us at firstname.lastname@example.org
Please note that the exercise of such rights is not absolute and is subject to the limitations provided by applicable law. You may send Us a complaint or question concerning the processing of your personal information by contacting Us at email@example.com. You may also lodge a complaint with the UK Information Commissioner’s Office.