Terms
Terms of Service
The terms on which we supply call centre services and leads to business clients. Written to be read, not to be scrolled past.
Counsel review copy — read this page first
These documents are in conflict with the entity that publishes them.
Callrez is registered in the Arab Republic of Egypt. Both the privacy policy and the terms of service were drafted against UK law: the privacy policy takes its lawful bases from the UK GDPR and routes complaints to the Information Commissioner's Office, and the terms use English-law drafting conventions throughout. The governing law clause now says Egypt. Nothing has been done to reconcile the two, because that reconciliation is a matter for counsel rather than for the person who filled in the entity details.
Please treat every reference to UK law in these documents as unverified against the Egyptian position, not as a settled drafting choice.
The four most serious points
- No UK or EU representative is appointed or named. A controller established outside the UK or EU that offers services to, or monitors, UK or EU data subjects is generally required to appoint a representative in writing and publish their contact details in the privacy notice. Callrez calls UK consumers from Egypt. No representative appears anywhere in the document. No clause has been drafted and no person named — that is counsel's to settle.
- Egypt's data protection regime is not mentioned anywhere. The privacy policy is built on UK GDPR and US state law. It says nothing about the law of the jurisdiction in which the controller is actually registered. Counsel should determine what Egyptian law requires here, including whether a data protection officer must be appointed, whether processing or electronic direct marketing requires a permit or licence, what the breach notification timetable is, and how financial data is classified — the debt settlement records described in this policy contain financial information, which the policy currently treats as sensitive only as a matter of practice rather than of law. Nothing has been asserted about Egyptian requirements, deliberately.
- Cross-border transfers are described backwards. The international transfers section describes moving data from the UK or EU to countries whose laws differ, in generic terms. With an Egyptian controller the principal transfer runs the other way, and Egypt is not the subject of a UK or EU adequacy decision. Separately, the business model involves supplying lead records from Egypt to clients in the US and UK, which is an outbound transfer in the opposite direction again. Counsel should specify the mechanism for each direction and confirm whether any Egyptian authorisation is required.
- The claim "we do not sell personal data" has been removed. It previously appeared under who we share data with. It was removed because the business supplies lead records in exchange for payment, and the claim is not obviously sustainable — it is the kind of sentence that is litigated under US state privacy law. It was deliberately not replaced with a softer formulation. Counsel should decide what, if anything, this policy can accurately say about sale of personal data, in particular under the California Consumer Privacy Act. Note that removing the sentence also removed a second clause that was probably true and may be worth restoring on its own: that lead data is not supplied to anyone other than the client who commissioned or purchased it.
Further points for review
- Terms, liability. The carve-outs are verbatim English-law drafting: death or personal injury caused by negligence, fraud, fraudulent misrepresentation. Egypt is a civil-law jurisdiction. These have not been redrafted.
- Terms, warranties. The exclusion covers terms "implied by statute or common law". The concept of common law does not carry over to an Egyptian governing law clause.
- Terms, jurisdiction. The clause now gives the Egyptian courts exclusive jurisdiction, over a client base of US and UK businesses. There is no arbitration clause anywhere in the document. None has been added.
- Terms, data protection. The clause refers to a data processing agreement governing processing carried out on a client's instructions. No such agreement exists or is referenced.
- Privacy, complaints. Routes are given for the UK, the EU and the US. There is no route for a data subject in Egypt.
- Privacy, breach notification. The policy says the regulator will be notified but states no timetable.
- Privacy, lawful bases. The UK GDPR framework has been left in place despite the Egyptian entity. Which regime leads, and whether extraterritorial application is being relied on, is unresolved.
- Privacy, suppression records. These are kept indefinitely and the policy describes that retention as a legal obligation. The specific obligation is not identified, and now needs identifying across three regimes.
- Privacy, contact point. A role mailbox is given for data subject requests. If a named data protection officer is required, a mailbox may not satisfy it.
- Both documents. The "last updated" date has deliberately been left at its previous value. The client sets it on publication.
- Forms. The website forms are now connected. Submissions, including voice recordings and CVs from job applicants, are stored on a virtual server rented from DigitalOcean in its London region, and a notification email is sent through Hostinger, the company's mail provider. The policy now names both as processors and states retention periods for each kind of submission. Four questions this raises are listed under "Statutory disclosures and processors" below.
- Statutory disclosures and processors. Counsel is asked to confirm: (1) whether a processor agreement with DigitalOcean and with Hostinger is required and in place; (2) which transfer mechanism covers form data held in the UK by a US-headquartered host and mail relayed through a Lithuanian provider, given the Egyptian controller; (3) whether each provider must be named in the policy or whether a category description suffices in each applicable jurisdiction; (4) whether Egypt's Personal Data Protection Law imposes any additional requirement on these transfers or on the retention periods stated. Separately, whether either the Egyptian Commercial Register Law or, if the company has any UK establishment, the UK trading disclosure rules require the registration number to be published despite counsel's instruction to withhold it.
Judgement calls made without legal input
These were decided in order to produce a complete document. Each may be wrong.
- The registered name has no legal form suffix. It appears as "CallRez", with no S.A.E., L.L.C. or equivalent. This is the item most likely to be simply wrong, and it appears in the opening line of both documents.
- The commercial registration number is deliberately not published. Counsel instructed that it be withheld. The entity sentences in both documents now identify the company by name, country of registration and registered office only. Whether Egyptian or UK law requires the number to appear on the website or in these documents is a question for counsel (see the note on statutory disclosures below).
- Capitalisation is inconsistent by design. The entity is written "CallRez" as instructed; the defined short form and the brand used everywhere else is "Callrez".
- The registered office was corrected and extended. It was supplied as "39 East City, 8th Distrct, Nasr City". The spelling of District was corrected and Cairo was added. It must be checked against the commercial register.
- The registered office is also used as the public contact address on the website contact page. If operations are elsewhere, that is now wrong in two places.
- Governing law is expressed as "the laws of the Arab Republic of Egypt" rather than "Egypt".
- Jurisdiction was left as exclusive. Only the placeholder was replaced; the surrounding clause, including the word exclusive, is as previously drafted.
- Call recording retention now states criteria rather than a period. The criteria describe the purposes served and provide for deletion once none applies. No duration was invented, because the actual retention practice was not known.
- The two website bullets on third-party requests and server logging were rewritten to separate browser-initiated requests from server-side logging. This is a clarity change; the underlying factual claims were verified against the built site and are accurate as at the date of this copy.
- The lawful basis framework was not touched. Reworking it is the substance of point 2 above.
About these terms
These terms govern the supply of services by CallRez, a company registered in the Arab Republic of Egypt with its registered office at 39 East City, 8th District, Nasr City, Cairo, Egypt ("Callrez", "we", "us") to a business client ("you"). They apply alongside the specific commercial terms agreed for your engagement. Where a signed agreement or statement of work conflicts with these terms, that document takes precedence for the engagement it covers.
Our services are offered to businesses. They are not offered to consumers, and nothing on this website is an offer capable of acceptance without a separate agreement.
Definitions
Our services
We provide two categories of service:
- Outsourced call centre services. Outbound campaigns operated by our agents on our Platform, including campaign setup, script development, agent training, quality review and reporting.
- Lead supply. Contact records sourced, verified, screened and delivered by us in the verticals we operate in.
Pricing for both is agreed per engagement. We do not publish a rate card, and no price is fixed until it is set out in an Order.
Engagement and scope
Each engagement begins with an Order recording the services, the markets and verticals in scope, volumes or capacity, the fees and the term. Work outside an agreed Order is not covered by it, and a change of scope requires a written variation.
Campaign setup follows the process described on our call centre page. We may decline to launch a campaign, or pause one already running, where we reasonably believe proceeding would breach applicable calling regulations, would require dialing data we cannot verify as lawfully obtained, or would put our regulatory position at risk. We will tell you why and give you a chance to resolve it.
Fees and payment
- Fees, invoicing frequency and payment terms are set out in the Order.
- Invoices are payable within the period stated in the Order. Where no period is stated, invoices are payable within 30 days of the invoice date.
- Fees are exclusive of any applicable sales tax, VAT or equivalent, which is added where due.
- We may suspend services on written notice where undisputed invoices remain unpaid after the due date.
- Where you dispute an invoice in good faith, you must tell us promptly and pay the undisputed portion while the dispute is resolved.
Your obligations
Some of these are ordinary commercial terms. Two of them are not, and they matter more than the rest.
- Lawfully obtained data. Where you supply Client Data for us to call, you confirm it was obtained lawfully, that you have a lawful basis for it to be called for the purpose of the campaign, and that any consent required for that contact was properly obtained. We screen supplied data before dialing it, but screening cannot create a consent that was never given.
- Accurate representations. The offer, claims and disclosures in a script must be accurate and must comply with the law and any regulatory requirements applying to your industry. We will write and test the script, but you are responsible for the truth of what it says about your product.
- Provide the information and approvals we need to build and run the campaign, within reasonable timescales.
- Comply with your own obligations under applicable telemarketing, consumer protection and data protection law.
- Use Leads only for the purpose agreed, and not resell or redistribute them unless the Order expressly permits it.
Lead supply terms
- Leads are delivered in the format and on the cadence agreed in the Order.
- Before delivery, records are verified for contact detail, screened against applicable do-not-call registers including TPS and CTPS for UK data, and checked against records we have previously delivered to you to avoid duplication.
- Leads are supplied for your own use. Reselling or redistributing them is not permitted unless the Order says otherwise.
- We make no representation about what a Lead will produce commercially. We do not quote conversion rates, contact rates or return figures, and no such figure forms part of this agreement unless it is expressly written into an Order.
- Where a delivered record is materially inaccurate against the agreed field set, tell us within the period stated in the Order and we will replace or credit it as that Order provides.
Campaign terms
- We supply the agents, supervision, Platform and quality review for the campaign. Agents are our personnel, not yours.
- Compliance controls described on our compliance page are applied to every campaign and are not configurable away at a client's request. A campaign cannot be run outside permitted calling windows, past applicable attempt caps, against records flagged on a do-not-call register, or without the recording consent required in the relevant jurisdiction.
- Reporting is delivered on the cadence agreed in the Order.
- Capacity commitments, where given, are stated in the Order. Absent such a statement, we do not guarantee a specific number of agents, dials or hours.
Call recording
We record calls made on every campaign, applying the consent rules of the jurisdiction being called. Recordings are retained for the period agreed in the Order and are made available to you on request for calls made on your campaign. Our handling of recordings is described in our privacy policy.
Data protection
Where we process personal data on your instructions for a campaign, you are the controller and we are the processor, and a data processing agreement governs that processing. Where we source lead data ourselves, we are the controller of that data until it is supplied to you, after which you determine how it is used.
Each party will comply with the data protection law applying to it. We will implement appropriate technical and organisational measures, assist you with data subject requests relating to your campaign, and notify you without undue delay of any personal data breach affecting your data.
Confidentiality
Each party will keep the other's confidential information confidential, use it only for the purposes of the engagement, and disclose it only to personnel and advisers who need it and are bound by equivalent obligations. This does not apply to information that is public through no breach, was already lawfully known, or must be disclosed by law.
We will not name you as a client, use your logo or describe your campaign publicly without your written permission. This is a standing commitment rather than a courtesy: we do not publish client names.
Intellectual property
- The Platform, and all software, tooling and methodology we use to deliver the services, remain ours. Nothing in an Order transfers any interest in them.
- Your brand, product materials and Client Data remain yours.
- Scripts developed for your campaign are licensed to you for use in connection with that campaign, on the terms set out in the Order.
- Each party grants the other the licences reasonably necessary to perform the engagement, and no more.
Warranties and disclaimers
We warrant that we will provide the services with reasonable skill and care, using suitably trained personnel, and in accordance with the compliance controls described on this website.
We do not warrant any particular commercial outcome. Outbound performance depends on your offer, your market, your pricing and how quickly leads are worked, and those are not within our control. Except as expressly stated in these terms or an Order, all other warranties, conditions and terms implied by statute or common law are excluded to the fullest extent permitted by law.
Limitation of liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be limited.
Subject to that, neither party is liable for loss of profit, loss of business, loss of anticipated savings or any indirect or consequential loss. Each party's total aggregate liability arising out of an engagement is limited to the total fees paid or payable under the Order in the twelve months preceding the event giving rise to the claim.
You remain responsible for liabilities arising from Client Data that was not lawfully obtained, and from claims or representations in a script that you approved and that turn out to be inaccurate.
Term and termination
- An engagement runs for the term stated in the Order.
- Either party may terminate for material breach that is not remedied within 30 days of written notice, or immediately where the other becomes insolvent.
- We may terminate or suspend a campaign immediately where continuing would in our reasonable view breach applicable law or regulation.
- On termination you must pay for services delivered and any committed costs incurred up to the termination date.
- Clauses that by their nature should survive termination, including confidentiality, data protection, intellectual property and limitation of liability, continue to apply.
General
Force majeure. Neither party is liable for failure to perform caused by events beyond its reasonable control, provided it takes reasonable steps to mitigate and resume.
Assignment. Neither party may assign an engagement without the other's written consent, which will not be unreasonably withheld.
Entire agreement. An Order together with these terms is the whole agreement between us for that engagement, and replaces any prior discussion or proposal.
No partnership. Nothing in these terms creates a partnership, joint venture or employment relationship between the parties.
Governing law. These terms and any dispute arising from them are governed by the laws of the Arab Republic of Egypt, and the courts of that jurisdiction have exclusive jurisdiction.
Changes. We may update these terms for future engagements. The terms applying to a live engagement are those in force when its Order was signed, unless both parties agree otherwise in writing.
Contact. Questions about these terms go to [email protected].
Last updated 16 September 2026