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Service Agreement

NexGen eHub Limited

Version: 1.0

Effective Date: 15 July 2026

MASTER SERVICE AGREEMENT

This Master Service Agreement (“Agreement”) is entered into between:

NexGen eHub Limited
Liverpool, United Kingdom
Email: enquiry@nexgenehub.co.uk

(“Service Provider”, “NexGen eHub”, “we”, “our”, “us”)

and

Client Name: ______________________

Company: ____________________________

Address: ____________________________

Email: ______________________________

(“Client”, “you”, “your”)

Both parties agree as follows.

1. Purpose

This Agreement establishes the general terms under which NexGen eHub Limited will provide business support services to the Client.

Individual projects may include additional details in a Proposal, Statement of Work (SOW), Service Level Agreement (SLA), Purchase Order, or written email confirmation. Where there is any inconsistency, those project-specific documents take precedence over this Agreement.

2. Our Services

Services may include, but are not limited to:

  • Digital & Back-Office Support
  • Virtual Assistant & Administrative Support
  • CRM Administration
  • Data Entry & Processing
  • Document Management
  • Data Cleansing & Verification
  • Lead Research & CRM Support
  • E-Commerce Operations
  • Marketplace Management
  • Product Uploading
  • Business Process Support
  • Reporting & Administrative Assistance
  • Other agreed operational support services

Services will be provided in accordance with the agreed scope of work.

3. Free Sample

Where appropriate, NexGen eHub Limited may provide a small sample task before the commencement of paid work.

A sample is intended solely to demonstrate our working approach and does not create any obligation for either party to proceed.

4. Project Scope

Before work begins, both parties will agree:

  • services to be provided;
  • deliverables;
  • expected completion dates;
  • pricing;
  • communication arrangements;
  • any service levels;
  • responsibilities of each party.

Any work outside the agreed scope may require additional approval and charges.

5. Changes to Scope

If the Client requests changes after work has commenced, NexGen eHub Limited may:

  • revise delivery times;
  • revise pricing;
  • issue an updated proposal; or
  • prepare a revised Statement of Work.

No additional work will commence until both parties agree the changes.

6. Client Responsibilities

The Client agrees to:

  • provide accurate instructions;
  • provide necessary information and documentation;
  • respond promptly to requests;
  • nominate a primary contact person;
  • review completed work within a reasonable time;
  • provide required approvals without unnecessary delay.

Project delays caused by incomplete information or delayed responses may affect agreed timelines.

7. Service Delivery

NexGen eHub Limited aims to deliver services:

  • professionally;
  • accurately;
  • efficiently;
  • in accordance with agreed requirements.

Delivery dates are estimates unless expressly agreed in writing.

8. Communication

Communication may take place via:

  • Email
  • Microsoft Teams
  • Zoom
  • Google Meet
  • WhatsApp (where agreed)
  • Telephone (where agreed)

Important approvals should always be confirmed in writing.

9. Pricing

Pricing will be agreed before work begins.

Projects may be:

  • Fixed Price
  • Hourly
  • Monthly Retainer
  • Custom Quotation

Unless stated otherwise, prices are exclusive of applicable taxes.

10. Invoicing & Payment

Invoices will normally be issued:

  • upon completion of agreed project milestones; or
  • monthly for ongoing support services,

unless alternative arrangements have been agreed in writing.

Payment methods currently accepted include:

  • Bank Transfer
  • PayPal (where agreed)

Payment is due within the period specified on the invoice.

Late payment may result in suspension of ongoing services until outstanding amounts are settled.

11. Refund Policy

Refund requests will be considered fairly on a case-by-case basis.

Factors considered include:

  • amount of work completed;
  • agreed deliverables;
  • project stage;
  • nature of the concern.

Where possible, we will first seek to resolve any issue through correction or additional work before considering a refund.

12. Confidentiality

Both parties agree to treat confidential information responsibly.

Confidential information includes:

  • business information;
  • customer information;
  • project documentation;
  • pricing;
  • technical information;
  • commercial information.

Neither party shall disclose confidential information without prior written consent except where required by law.

13. Data Protection

NexGen eHub Limited is committed to responsible handling of personal information in accordance with applicable UK data protection legislation.

Where personal information is processed as part of delivering agreed services, both parties agree to comply with applicable legal obligations.

14. Use of Contractors

To support service delivery, NexGen eHub Limited may engage trusted employees, subcontractors, or specialist service providers.

Where subcontractors are used:

  • confidentiality obligations will apply;
  • appropriate contractual safeguards will be implemented;
  • overall responsibility for service delivery remains with NexGen eHub Limited.

15. Intellectual Property

Unless otherwise agreed:

  • all information provided by the Client remains the Client’s property;
  • completed deliverables become the Client’s property upon receipt of full payment;
  • NexGen eHub Limited retains ownership of its internal templates, methodologies, workflows, software, documentation, and know-how.

16. Quality Assurance

Every project is subject to internal quality review before delivery where appropriate.

If the Client identifies genuine errors relating to the agreed scope, reasonable corrections will be made without additional charge.

17. Service Levels

Where applicable, service levels may include:

  • agreed response times;
  • delivery schedules;
  • reporting frequency;
  • communication arrangements.

Specific service levels will be defined within the Statement of Work or Service Level Agreement.

18. Suspension of Services

We may suspend services where:

  • invoices remain unpaid;
  • abusive behaviour occurs;
  • illegal activity is suspected;
  • requested work breaches applicable laws;
  • required information is not provided.

19. Termination

Either party may terminate this Agreement by providing written notice.

Termination will not affect:

  • work already completed;
  • outstanding invoices;
  • confidentiality obligations;
  • intellectual property rights;
  • accrued legal rights.

20. Limitation of Liability

To the fullest extent permitted by applicable law, NexGen eHub Limited’s total liability arising from any project shall not exceed the total fees paid by the Client for the specific services giving rise to the claim.

Nothing in this Agreement excludes liability for fraud, fraudulent misrepresentation, death, or personal injury caused by negligence where such exclusion is prohibited by law.

21. Force Majeure

Neither party shall be liable for delays caused by events beyond reasonable control including:

  • natural disasters;
  • internet failures;
  • power outages;
  • government restrictions;
  • pandemics;
  • industrial disputes;
  • cyber incidents.

22. Non-Solicitation

During the term of this Agreement and for 12 months after it ends, the Client agrees not to knowingly employ or directly engage employees or contractors introduced through NexGen eHub Limited without our prior written consent.

23. Dispute Resolution

If a dispute arises, both parties agree to:

  1. discuss the issue in good faith;
  2. attempt to resolve it amicably;
  3. consider mediation before commencing legal proceedings where appropriate.

24. Governing Law

This Agreement shall be governed by the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction unless otherwise required by applicable law.

25. Entire Agreement

This Agreement, together with any Statement of Work, Proposal, Quotation, or Service Level Agreement, represents the entire agreement between the parties and supersedes prior discussions relating to the services.

26. Signatures

For NexGen eHub Limited

Name:

Position:

Signature:

Date:

For Client

Name:

Company:

Signature:

Date:

Appendix A – Statement of Work (SOW)

For each project, attach a simple schedule including:

  • Client Name
  • Project Title
  • Scope of Services
  • Deliverables
  • Start Date
  • Target Completion Date
  • Service Level (if applicable)
  • Pricing
  • Payment Terms
  • Client Responsibilities
  • Assumptions
  • Exclusions
  • Approval

Appendix B – Service Levels (Optional)

Specify where relevant:

  • Business hours
  • Response times
  • Turnaround times
  • Reporting frequency
  • Escalation process
  • Communication channels