1. Who we are and what these terms cover
These Terms of Service ("Terms") govern the services provided by Feroz Automation, a sole trader business based in Hartlepool, United Kingdom ("we", "us", "our"), including the AI Receptionist service and any other services ordered through this website. By ordering or paying for a service, you ("the Client") agree to these Terms.
Our services are supplied to businesses only. You confirm you are acting in the course of business and not as a consumer.
2. The service
The AI Receptionist service consists of: (a) a one-off setup — building and configuring an AI voice assistant for your business, connecting a phone number and calendar, configuring notifications and compliance settings, and testing with you until you approve it for live use; and (b) an ongoing monthly service — hosting and operating the assistant on the platform we manage, at the tier you have chosen, with reasonable ongoing adjustments to its answers and settings.
The service does not include: outbound sales calling campaigns, custom software development, marketing strategy, media buying, or any work not described in your order. Additional work requires a separate written agreement.
3. What you must do
You are responsible for: providing accurate business information for the assistant's training (services, prices, hours, policies); reviewing and approving the assistant's greeting and answers before go-live; setting up call forwarding from your own number where applicable; telling us promptly when your business details change; and paying subscription fees on time.
You must not instruct the assistant to make claims that are untrue, unlawful, or misleading, and you warrant that the business information you provide is accurate.
4. AI behaviour — important
The assistant is an AI system, and like any AI it may occasionally misunderstand a caller, give an imperfect answer, or fail to complete a booking. We configure it carefully, disclose to callers that they are speaking with an assistant, and correct issues promptly when reported — but we do not guarantee that every call will be handled perfectly, and our sole obligation in respect of any imperfect AI response is to reconfigure the assistant to address it. We are not liable for the content of any individual statement made by the assistant, provided we have configured it in line with the information you approved.
5. Call recording and caller data
Calls handled by the assistant are recorded and transcribed to operate and improve your service. The assistant discloses recording at the start of each call. As between us, you are the controller of your callers' personal data and we act as your processor, handling it only to deliver the service. You are responsible for your own privacy notices to your customers; we provide wording you can use. Further detail is in our Privacy Policy.
6. Fees, term, and cancellation
The setup fee is payable before build begins and is non-refundable once the build has started, as the work is performed specifically for you. If you cancel before the build starts, the setup fee is refunded in full.
The monthly fee is payable in advance and the service runs on a rolling monthly basis. Either party may cancel with 30 days' written notice. No refunds are given for partial months. We may change monthly pricing with 30 days' notice; if you don't accept a change you may cancel before it takes effect. Fees are quoted exclusive of any applicable taxes.
If payment fails and is not remedied within 7 days of notice, we may suspend the service (your calls revert to your own handling) and, after 30 days, terminate it.
7. Fair use
Monthly fees cover inbound call volumes that are reasonable for a small business of your kind. If your volumes are exceptional or sustained far above the norm (for example, call-centre-scale traffic), we will tell you and agree either an adjusted fee or a volume limit before any change takes effect. We will never bill you for overage without agreeing it with you first.
8. Third-party platforms
The service runs on third-party platforms, principally our CRM/automation platform and telephony carriers. We do not control these platforms and accept no liability for their availability, outages, feature or pricing changes, call quality, or the deliverability of SMS and email, which depend on carrier and recipient systems beyond our control. Where a platform change materially affects your service, we will tell you and propose the best available fix.
9. Our liability
Our total aggregate liability to you arising out of or in connection with the service, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, is limited to the fees you have actually paid to us in the three (3) months immediately preceding the event giving rise to the claim (or, before go-live, the setup fee paid). Your sole and exclusive remedies are, at our option: (a) re-performance or reconfiguration of the affected work; or (b) a refund up to that capped amount.
To the fullest extent permitted by law, we shall have no liability for: loss of profits, revenue, business, contracts, or anticipated savings; missed calls, missed bookings, or lost enquiries; loss or corruption of data; loss of goodwill or reputation; claims made against you by your customers; or any indirect, special, or consequential loss, however arising and even if foreseeable.
We give no warranty as to business results, call volumes, booking rates, revenue, or any other commercial outcome.
Nothing in these Terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded or limited under the law of England and Wales.
10. Intellectual property
Our configurations, prompts, processes, documentation, and know-how remain our intellectual property. Your business information, brand, and caller data remain yours. On termination, we will deactivate the assistant and, at your request, provide an export of your call logs and contacts in a standard format.
11. Confidentiality
Each party shall keep confidential any non-public business information of the other obtained in connection with the service, and use it only to perform its obligations under these Terms.
12. Third parties
Any claim relating to the service must be brought by you, the contracting Client. We owe no duty to, and accept no claims from, your customers or any other third party, and the Contracts (Rights of Third Parties) Act 1999 is excluded.
13. General
These Terms are the entire agreement between us in respect of the service. We may update these Terms with 30 days' notice for ongoing services; the version published at the time of your order applies until then. If any provision is found unenforceable, the remainder continues in force. Failure to enforce a right is not a waiver of it. Neither party is liable for delay or failure caused by events beyond its reasonable control.
14. Governing law
These Terms and any dispute arising out of them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
15. Contact
Feroz Automation, Hartlepool, United Kingdom · [email protected]