Terms of Service

1. Agreement to Terms

These Terms of Service ('Terms') are a legally binding agreement between you ('Customer', 'you', 'your') and Agents4You Ltd ('Agents4You', 'we', 'us', 'our') covering your use of our AI receptionist and automation platform ('the Service').

By creating an account or using the Service, you agree to these Terms. If you do not agree, you may not use the Service.

2. Service Description

Agents4You provides an AI-powered virtual receptionist service that answers inbound phone calls on behalf of your business, including:

• AI phone answering using natural language understanding
• Appointment booking and calendar management
• Call transcript generation (text only — no audio recordings stored)
• Business configuration management (FAQs, services, opening hours)
• Email and SMS notifications (plan-dependent)
• Usage analytics and call reporting

3. Your Responsibilities as Data Controller

By using the Service, you confirm and agree that:

• You are the data controller for all personal data collected from your callers through your configuration of the Service
• You have a lawful basis under UK GDPR to collect the data fields you have configured
• You will maintain your own Privacy Policy informing your customers how their data is handled
• You will ensure callers are made aware (through your own terms, signage, website, or platform disclosure) that calls may be handled by an AI system
• You will only configure data collection fields that are genuinely necessary for your business operations
• You will not configure the Service to collect prohibited data types (see Section 4)
• You will comply with all applicable data protection laws in your use of the Service

4. Acceptable Use & Prohibited Data

4.1 Prohibited Data Types

You must NOT configure the Service to collect any of the following, regardless of apparent business need:

• Payment card numbers, bank account details, or financial account credentials
• National Insurance numbers, passport numbers, or other government-issued identity numbers
• Health, medical, or biometric data
• Data relating to children under 18 years of age
• Special category data as defined under UK GDPR Article 9

4.2 Prohibited Use Cases

You must NOT use the Service for:

• Illegal activities or violations of any applicable law or regulation
• Spam, unsolicited marketing campaigns, or automated outbound calling
• Harassment, threats, or abusive interactions
• Impersonating another person, business, or entity
• Reselling or sublicensing the Service without our written permission
• Attempting to reverse-engineer, decompile, or extract AI models or platform code

Violation of this section may result in immediate account suspension without refund.

5. Subscription Plans and Billing

• Subscriptions are billed monthly in advance via Stripe
• All prices are in GBP and include VAT where applicable
• Failed payments may result in service suspension after 7 days
• You are responsible for keeping payment information current
• Monthly minutes do not roll over — unused minutes expire at each billing date
• After depleting monthly minutes, up to 5 grace calls will be handled before the service pauses

6. Cancellation & Refunds

6.1 14-Day Money-Back Guarantee

New customers may cancel within 14 days of their first payment for a full refund. Contact support@agents4you.co.uk within 14 days. This applies to your first subscription period only.

6.2 Cancellation

You may cancel at any time from your account settings. Cancellation takes effect at the end of your current billing period. You retain access until that date. We do not provide refunds for unused minutes or early cancellation outside the 14-day guarantee.

6.3 Service Outage Credits

If the Service experiences downtime exceeding 24 consecutive hours due to our fault, you may request a pro-rated credit for the affected period.

7. Service Availability

• We target 99% uptime but do not guarantee uninterrupted service
• Scheduled maintenance will be notified 24 hours in advance where possible
• We are not liable for outages caused by third-party providers (Twilio, Anthropic, Google Cloud, Stripe)
• Force majeure events are excluded from liability

8. Intellectual Property

• The Service, platform, AI configurations, branding, and documentation are the exclusive property of Agents4You Ltd
• You retain ownership of your business data — your FAQs, configurations, call records
• We grant you a limited, non-exclusive, non-transferable licence to use the Service during your subscription
• You may not copy, modify, distribute, or reverse-engineer any part of the Service

9. Limitation of Liability

The Service is provided 'as is'. We do not guarantee it will be error-free or meet your specific requirements.

We are NOT liable for:

• Missed calls, lost appointments, or lost business resulting from service outages, AI errors, or third-party failures
• Incorrect information given by the AI to a caller
• Consequences of a client's failure to comply with their own data protection obligations
• Actions or omissions of third-party providers (Twilio, Anthropic, Google Cloud, Stripe, etc.)

Our maximum total liability to you for all claims shall not exceed the amount you paid us in the 12 months preceding the claim, or £100, whichever is greater.

10. Indemnification

You agree to indemnify and hold harmless Agents4You from any claims, damages, or expenses arising from:

• Your violation of these Terms
• Your failure to comply with data protection laws in your use of the Service
• Claims by your customers relating to data collected through your configuration
• Your business operations or customer interactions

11. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales. We encourage informal resolution first — please contact support@agents4you.co.uk before pursuing formal action.

12. Changes to These Terms

We will notify you of material changes by email at least 30 days before they take effect. Continued use after the effective date constitutes acceptance.

13. Contact