Legal

Terms & Conditions

Last updated: 4 October 2026

1. Introduction and Agreement

These Terms & Conditions (the "Terms") govern your access to and use of the website at https://multilevel.agency/ (the "Website") and the done-for-you business-to-business (B2B) outbound services provided by Multilevel LTD, trading as Multilevel Agency ("Multilevel Agency", "we", "us", "our"), including cold email, prospect data, outbound dialing, SMS follow-up, qualification, and appointment booking (the "Services").

By accessing the Website, booking a call, or engaging us to provide the Services, you agree to be bound by these Terms. If you are agreeing to these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity. If you do not agree to these Terms, do not use the Website or the Services.

These Terms should be read together with our Privacy Policy, which explains how we handle personal information.

2. Definitions

  • "Client", "you", "your" means the individual or entity that engages us to provide the Services.
  • "Prospect" means a business contact that we identify, contact, or qualify as part of the Services.
  • "Qualified Meeting" means a meeting between the Client (or its representative) and a Prospect that meets the qualification criteria agreed in writing before campaign launch and that the Prospect attends.
  • "Campaign" means the outbound sequence or sequences we operate on the Client's behalf.

3. Our Services

We provide a managed B2B outbound service. Depending on the agreed scope, this may include:

  • Defining ideal customer profiles and target markets;
  • Sourcing prospect data and decision-maker contact details, including phone numbers;
  • Setting up and managing email sending infrastructure;
  • Developing offers, angles, and messaging;
  • Building, launching, and running outbound campaigns;
  • Testing and optimising targeting, messaging, and offers;
  • Handling replies, including speed-to-lead calls to positive replies;
  • Call and SMS follow-up with prospects;
  • Qualifying prospects against the agreed criteria; and
  • Booking Qualified Meetings onto the Client's calendar.

The specific scope, deliverables, qualification criteria, timelines, and fees for your engagement will be set out in a proposal, statement of work, order form, or other written agreement between us (the "Agreement"). In the event of a conflict, the Agreement prevails over these Terms.

4. Eligibility

The Services are intended for businesses and business users. By using the Website or the Services, you confirm that you are at least 18 years old and have the legal authority to enter into these Terms. You agree to provide accurate, current, and complete information where requested and to keep it up to date.

5. Fees, Performance-Based Pricing and Payment

Fees for the Services are set out in the Agreement. Our pricing is structured so that a meaningful part of our compensation may be tied to Qualified Meetings that show up, together with any base or retainer fees and approved operational costs described in the Agreement.

  • Invoices are payable within the period stated in the Agreement or invoice, unless otherwise agreed in writing.
  • Fees are exclusive of applicable taxes, which will be added where required by law.
  • Operational costs, such as sending infrastructure, phone-data tools, and messaging costs, may be passed through or billed separately as described in the Agreement.
  • Late or unpaid amounts may result in suspension of the Services and may incur interest or recovery costs where permitted by law.

Where a Qualified Meeting does not attend, the performance fee applicable to attended meetings will not apply, subject to the terms agreed in the Agreement.

6. Client Responsibilities

To allow us to deliver the Services effectively, you agree to:

  • Provide accurate information about your offer, ideal customer, pricing, and sales process;
  • Agree the qualification criteria that define a Qualified Meeting before campaign launch;
  • Provide the assets, access, and information reasonably needed during onboarding and throughout the engagement;
  • Ensure your team has the capacity to attend booked calls and to follow up with prospects;
  • Comply with all applicable laws and regulations in connection with your business and the opportunities we generate for you; and
  • Promptly notify us of any change that affects the Campaign or the agreed qualification criteria.

You are responsible for your own products, services, claims, pricing, and sales process. We do not provide legal, financial, or regulatory advice.

7. No Guarantee of Results

We control the outbound process, but we do not control whether any individual Prospect buys from you, how your sales team performs, or market conditions. Except as expressly stated in the Agreement, we do not guarantee any specific number of replies, meetings, sales, revenue, or other results. Any examples, projections, case studies, or estimates provided are illustrative only and are not a promise of future performance.

8. SMS Messaging Program Terms

As part of the Services and our communications, we may send SMS/text messages. The following terms apply to our SMS messaging program:

  • Purpose. We send appointment reminders and confirmations for calls and meetings, scheduling information, service updates, responses to your enquiries, and related communications.
  • Consent. By providing your mobile number and opting in, you consent to receive SMS messages from us. Consent is not a condition of purchasing any goods or services.
  • Message frequency. Message frequency varies depending on your interactions with us.
  • Rates. Message and data rates may apply for messages sent to you from us and from you to us. For questions about your text or data plan, contact your wireless provider.
  • Opting out. You can cancel the SMS service at any time. Simply text STOP to the number that messaged you. Upon sending "STOP", we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us. To rejoin, sign up as you did initially and we will resume sending SMS messages to you.
  • Help. If you experience issues with the messaging program, reply with the keyword HELP for more assistance, or reach out to us directly at [email protected].
  • Carrier liability. Carriers are not liable for delayed or undelivered messages.

We do not sell, rent, or share your mobile phone number or SMS opt-in consent with third parties or affiliates for their marketing or promotional purposes. SMS opt-in data and consent will not be shared with any third parties. For more information, see our Privacy Policy.

Where we operate outbound campaigns on a Client's behalf, the Client is responsible for ensuring that it has a lawful basis to contact the Prospects and to send any SMS messages, and for complying with all applicable marketing, privacy, and telecommunications laws.

9. Acceptable Use

You agree not to use the Website or the Services to:

  • Violate any applicable law or regulation, including anti-spam, privacy, and telecommunications laws;
  • Send unsolicited or misleading communications, or make false, deceptive, or unlawful claims;
  • Infringe the intellectual property or other rights of any third party;
  • Transmit malware or attempt to gain unauthorised access to our systems or those of any third party; or
  • Interfere with the operation of the Website or the Services.

We may suspend or terminate the Services if we reasonably believe that your use breaches these Terms or applicable law.

10. Intellectual Property

The Website and the Services, including all content, software, text, graphics, logos, and materials we create or provide (excluding Client materials), are owned by or licensed to Multilevel LTD and are protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable right to use the Website for your internal business purposes. You may not copy, reproduce, distribute, or create derivative works without our prior written consent.

You retain ownership of the materials, trademarks, and information you provide to us. You grant us a licence to use such materials as necessary to provide the Services.

11. Confidentiality

Each party may receive confidential information from the other. Each party agrees to keep the other's confidential information confidential, to use it only for the purposes of the Agreement, and to protect it with reasonable care. This obligation does not apply to information that is or becomes public through no fault of the receiving party, or that is required to be disclosed by law.

12. Limitation of Liability

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

Subject to the above, and to the fullest extent permitted by law:

  • We will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business opportunity;
  • Our total aggregate liability arising out of or in connection with the Agreement or these Terms will not exceed the total fees paid by you to us in the three (3) months preceding the event giving rise to the claim; and
  • We are not responsible for the acts or omissions of third-party platforms, carriers, or service providers, or for delays or failures caused by events beyond our reasonable control.

13. Indemnification

You agree to indemnify and hold harmless Multilevel LTD, its directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your breach of these Terms or the Agreement; (b) your products, services, claims, or content; (c) your failure to comply with applicable marketing, privacy, or telecommunications laws; or (d) your use of the Website or the Services.

14. Term, Termination and Suspension

The Agreement takes effect on the date agreed and continues until terminated in accordance with its terms. Either party may terminate the Agreement as set out in the Agreement, or immediately if the other party commits a material breach that is not remedied within a reasonable period after written notice.

We may suspend or terminate access to the Website or the Services if you breach these Terms, if required by law, or if necessary to protect our systems or other users. On termination, fees for Services rendered up to the termination date remain payable, and provisions that by their nature should survive (including intellectual property, confidentiality, liability, and indemnity) will continue to apply.

15. Changes to These Terms

We may update these Terms from time to time. The updated version will be indicated by an updated "Last updated" date and will be effective as soon as it is accessible. Your continued use of the Website or the Services after any update constitutes acceptance of the revised Terms. Material changes affecting an active Agreement will be handled in accordance with the Agreement.

16. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction to settle any such dispute or claim, unless mandatory local law provides otherwise.

17. Contact Us

If you have any questions about these Terms, please contact us at [email protected] or by post at:

Multilevel LTD (trading as Multilevel Agency)
14 Lupin Crescent
Ilford, London
United Kingdom
IG1 2JR