Seat Subscription Terms

These terms apply when you choose the monthly seat route at the hire moment. They supplement our Terms of Service the search that found your operator (the £399 Search Deposit, the shortlist, no-hire refund) is governed there. If you sign a separate seat agreement with us, that agreement prevails over these terms to the extent they conflict.

What a seat is

A seat is the ongoing supply of one named, vetted Philippines-based operator who works remotely under your day-to-day direction, for one all-in monthly fee. For seats, Talent Torch Recruitment Limited, trading as Adarna acts as an employment business: we engage the operator (through our contracting platform), we pay them, and we remain responsible for their pay, leave administration, wellbeing checks, and replacement. You direct their day-to-day work; we run everything around it.

• The operator is engaged by us, not employed by you. Don't pay them directly, and don't agree side arrangements with them, everything commercial runs through Adarna.
• Operators work remotely from the Philippines using their own workspace and equipment. We verify workspace, internet, and backup arrangements before placement; we do not supply hardware.
• One seat is one operator. If you need two operators, that's two seats.

The monthly fee

• The fee is the tier rate agreed at hire (our current published tiers: Support Rep £1,595, Senior CS £1,995, CS Lead £2,695 per month, exclusive of VAT). Your seat keeps its agreed rate, published tier changes don't affect running seats.
• Billing is monthly in advance by Direct Debit, anchored to the 1st of the month; a mid-month start is prorated on the first invoice.
• There is no success fee on the seat route: the Search Deposit you already paid plus the monthly fee is the whole cost. No deposit, no setup fee, no payroll markup.
• Each seat is reviewed annually. The standard move is a 5% uplift to the monthly fee (mirrored by a raise for your operator), confirmed with you before it applies.

What's included

• The operator's pay, handled entirely by us.
• Leave administration. Your operator's paid-leave allowance, requests and approvals run through Adarna, and you're told of approved leave in advance.
• Weekly operator check-ins and a monthly client satisfaction touchpoint.
• A monthly, human-reviewed performance summary.
• Replacement, whenever it's needed (see below), not limited to a 90-day window.

Replacement

If the seat isn't working (performance, fit, or the operator resigns), tell us. We source and assess a replacement through the same pipeline that found the original operator, at no additional fee. While a seat is vacant (no operator working), we pause or credit the monthly fee for the vacant period. Replacement is part of the service for as long as you keep the seat.

Your obligations

• Provide day-to-day direction, reasonable and lawful instructions, and the system access the operator needs to do the role.
• Keep working hours to the pattern agreed at hire; changes to hours or role scope go through Adarna (they can affect tier and pay).
• Raise problems with us early, the weekly check-ins work best alongside your honest feedback.
• Treat the operator's personal information confidentially, and use it only for the working relationship.
• Don't engage the operator outside the seat (directly, through an affiliate, or via another agency) except by the transfer route below.

Taking the operator on directly

If you'd like to move your operator onto your own books, that's allowed: openly. If, during the seat or within the relevant period after it ends, you engage the operator directly (or through another employment business), a transfer fee of £3,500 applies. Instead of the fee, you may choose an extended hire period of 12 weeks: the seat continues on its existing terms for those 12 weeks, after which the operator can transfer to you with nothing further to pay.

The relevant period is whichever ends later: 8 weeks from the day after the seat ends, or 14 weeks from the operator's first day with you (as defined in regulation 10 of the Conduct of Employment Agencies and Employment Businesses Regulations 2003).

Term and ending a seat

• Seats run month to month with no minimum term. Either of us can end a seat with 30 days' written notice; the notice period is billed as normal.
• We may suspend or end a seat on shorter notice for unpaid invoices (see below), unlawful instructions to the operator, or conduct that puts the operator at risk.
• Ending a seat doesn't affect the transfer terms above during the relevant period.

If a payment fails

Your operator is always paid by us, on time, whatever the state of your invoice, that's our risk, not theirs. If an invoice fails, our payment provider retries automatically and we'll get in touch. Persistently unpaid invoices accrue interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998, and we may suspend the seat with notice until the account is settled.

Liability

Nothing in these terms limits liability for fraud, or for death or personal injury caused by negligence. Otherwise, our total liability arising from a seat is limited to the seat fees paid in the three months before the event giving rise to the claim, and neither of us is liable to the other for indirect or consequential loss. The operator works under your direction. We are not liable for the consequences of instructions you give them.

General

• We may update these terms with at least 30 days' notice to running seats; changes are never retroactive.
• These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
• Questions? hello@joinadarna.com