Terms of Service | 0161 Reception

1. Introduction

These Terms of Service (“Terms”) govern your use of the AI receptionist services provided by 0161 Reception (“we”, “us”, “our”). By signing up for, accessing, or using our services, you agree to be bound by these Terms. If you do not agree, you must not use our services.

These Terms should be read alongside our Privacy Policy.

2. Definitions

“Service” means the AI-powered receptionist, call-handling, message-taking, and appointment-booking services provided by 0161 Reception.
“Client” / “You” means the business or individual that subscribes to and uses our Service.
“Caller” means any person who places a phone call that is answered by the AI receptionist on your behalf.
“Subscription” means the paid plan you have selected, as described on our website or in a separate agreement.

3. Service Description

0161 Reception provides an AI-powered virtual receptionist that answers inbound phone calls on behalf of your business. The Service may include:

Answering inbound calls with a customised greeting using your business name and details.
Taking messages and forwarding them to you via SMS, email, or app notification.
Booking appointments and managing diary entries where calendar integrations are configured.
Answering frequently asked questions about your business based on information you provide.
Transferring calls to a designated phone number when required.

The Service is powered by artificial intelligence and, while designed to handle calls professionally and accurately, it may occasionally misinterpret caller requests or provide imperfect responses. We continually work to improve accuracy but do not guarantee error-free operation.

4. Eligibility

Our services are available to registered businesses and sole traders operating in the United Kingdom. By subscribing, you confirm that you are authorised to enter into these Terms on behalf of your business and that you are at least 18 years of age.

5. Subscription & Payments

Plans: Details of available subscription plans, including features and pricing, are published on our website. We reserve the right to update pricing with 30 days' written notice.
Billing cycle: Subscriptions are billed monthly in advance on the date you first subscribe.
Setup fees: A one-off, non-refundable setup fee may apply depending on your chosen plan. This covers initial configuration, prompt engineering, knowledge base setup, and call testing.
Included minutes: Each plan includes a specified number of call minutes per month. Unused minutes do not roll over to the following month.
Overage charges: If you exceed your included minutes, additional usage will be billed at the overage rate specified in your plan (currently £0.35 per additional minute).
Payment method: Payments are processed via Stripe. You agree to provide a valid payment method and authorise recurring charges.
Failed payments: If a payment fails, we will attempt to retry. If payment remains outstanding for more than 7 days, we reserve the right to suspend your Service until the balance is cleared.

6. Cancellation & Refunds

No lock-in: You may cancel your subscription at any time. There are no long-term contracts or cancellation fees.
Effect of cancellation: Your Service will continue until the end of your current billing period. After that, the AI receptionist will stop answering calls on your behalf.
Refunds: Monthly subscription fees are non-refundable once the billing period has commenced. Setup fees are non-refundable.
How to cancel: You may cancel by contacting us at [email protected] or through your account dashboard.

7. Your Responsibilities

As a client, you agree to:

Provide accurate and up-to-date information about your business, services, operating hours, and any FAQs for the AI receptionist to use.
Inform us promptly of any changes to your business details that may affect the Service.
Ensure that your use of the Service complies with all applicable UK laws and regulations, including data protection legislation.
Not use the Service for any unlawful, fraudulent, or harmful purpose.
Inform your own callers, where required, that calls may be handled by an AI assistant (our system provides an automated disclosure at the start of each call).
Maintain appropriate business insurance relevant to your trade or profession.

8. Service Availability & Limitations

Uptime: We aim to provide a reliable, 24/7 service but do not guarantee 100% uptime. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.
AI limitations: The AI receptionist is designed to handle common call scenarios but may not correctly interpret every caller request. It is not a substitute for professional advice (legal, medical, financial, or otherwise).
Concurrent calls: Your plan may have a limit on the number of simultaneous calls that can be handled. When all available lines are busy, callers will be placed in a queue until a line becomes available.
Emergency calls: The Service is not designed to handle emergency calls (999/112). Callers with emergencies should be directed to the appropriate emergency services.

9. Intellectual Property

All intellectual property rights in the Service, including but not limited to software, AI models, branding, and website content, remain the property of 0161 Reception. You are granted a limited, non-exclusive, non-transferable licence to use the Service for the duration of your subscription.

Any business-specific content you provide (e.g., FAQs, business descriptions, service lists) remains your property. You grant us a licence to use this content solely for the purpose of delivering the Service.

10. Data Protection

We process personal data in accordance with UK GDPR and our Privacy Policy. Where we process personal data on your behalf (e.g., caller information), we act as a data processor and you act as the data controller. We will:

Process data only on your documented instructions.
Implement appropriate technical and organisational security measures.
Assist you in responding to data subject access requests.
Delete or return personal data at the end of the service agreement, subject to our retention policy.
Make available information necessary to demonstrate compliance.

11. Limitation of Liability

To the maximum extent permitted by law, 0161 Reception shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, business, or data arising from your use of the Service.
Our total aggregate liability for any claim arising from or relating to the Service shall not exceed the total fees paid by you in the 3 months preceding the claim.
We are not liable for any losses caused by inaccurate information provided by the AI receptionist, missed or incorrectly handled calls, or service interruptions due to third-party platform outages.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

12. Indemnification

You agree to indemnify and hold harmless 0161 Reception from any claims, damages, losses, or expenses (including legal fees) arising from your use of the Service, your breach of these Terms, or any claim by a third party relating to the information or instructions you have provided for use in the Service.

13. Suspension & Termination

We may suspend or terminate your access to the Service if:

You breach any of these Terms.
Your payment is overdue by more than 7 days.
You use the Service for unlawful or fraudulent purposes.
We are required to do so by law or regulatory authority.

Where possible, we will provide reasonable notice before suspension or termination. In cases of serious breach, we may suspend access immediately.

14. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email or through the Service at least 30 days before they take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.

15. Governing Law & Disputes

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Contact Us

If you have any questions about these Terms, please contact us at:

Email: [email protected]