Terms of Service

1. About these terms

These terms set out the contract between AutomateIT Online Ltd (company number 17096237, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, in these terms "AutomateIT", "we", "us" or "our") and the business or individual who signs up to use our platform (in these terms "you" or "your"). They apply from the moment you create an AutomateIT account and continue for as long as you have one.

By signing up you confirm that you have read and accepted these terms. If you do not accept them, do not sign up.

These terms incorporate two other documents by reference: our privacy policy, which explains how we handle personal data; and our Data Processing Agreement, which forms the Article 28 UK GDPR processor contract between us for the personal data of the people who call your AI agent.

We are registered with the UK Information Commissioner's Office under registration number ZC129488. The director responsible for the contractual relationship is Ivan Aguilar Mari, who can be reached at ivan@automateitonline.co.uk.

2. The service

AutomateIT is a subscription service that provides UK businesses with an AI phone agent. After a short setup we provision a UK phone number that we operate on your behalf. Inbound calls to that number are answered by an AI receptionist that we have configured using the business details you give us during onboarding. Within the boundaries you set, the agent can read your connected Google Calendar to check availability, write booked appointments back to that calendar, send payment links via your connected Stripe account, and escalate certain calls to you in real time.

The service includes a customer dashboard at https://automateitonline.co.uk where you can review calls, see booked jobs, edit your business settings, and manage the agent's behaviour.

The features available to you depend on your subscription plan. We publish the plans and their headline limits at https://automateitonline.co.uk. The plan you select at signup, or that we agree with you in writing, is the plan that applies to your account until you switch.

We may add, remove or change features over time. Section 19 explains how we tell you about material changes.

3. Eligibility

To open an AutomateIT account you must:

• be at least 18 years old;
• be a business operating in the United Kingdom, or an individual acting in the course of a business operating in the United Kingdom;
• have the authority to bind the business you are signing up on behalf of;
• give us accurate and current information during signup;
• have a UK bank account capable of accepting Stripe Connect payouts if you plan to take deposits or other payments through the platform.

AutomateIT is not intended for consumers acting outside the course of a business. If you are a consumer and you would still like to use the service, please contact us before signing up so we can confirm whether it is appropriate for you.

4. Your account

You are responsible for everything that happens under your account. That means:

• keep your email address, password and any other access credentials secure;
• do not share your account with anyone outside the business named on it;
• tell us as soon as possible if you think someone has accessed your account without your permission, by emailing ivan@automateitonline.co.uk;
• keep the contact details on your account up to date, particularly the email address, since that is how we send service notices, billing communications, and notices under section 21.

If we believe an account has been compromised, we may suspend it under section 8 while we investigate.

5. Subscription, fees and payment

Each plan has a monthly subscription fee and may include usage-based components (for example, an included pool of call minutes with overage fees, setup fees, or transaction fees on payments collected through Stripe Connect). The fees applicable to your plan are the ones in force at the time you signed up or last switched plans, recorded in our pricing communications to you. If we cannot point to a written record, the fees are the ones published on our website on the date your account was opened.

Subscription fees are billed monthly in advance through your Stripe billing account, or by another method we agree with you in writing. Usage-based fees are billed monthly in arrears based on the metering recorded in your dashboard. We will send you an invoice or receipt for each charge.

If a payment fails we will notify you and retry. If a failed payment is not resolved within 14 days we may suspend your service under section 8 until payment is made.

All fees are exclusive of VAT, which we add at the rate applicable on the invoice date.

You are responsible for the following costs which fall outside the AutomateIT subscription:

• the Stripe processing fees Stripe charges you directly for payments collected through Stripe Connect (Stripe's own terms apply between you and Stripe);
• any Google account costs you incur for the Google Calendar you connect (none are expected on a standard consumer Google account);
• any out-of-bundle telecoms costs that exceed the included minutes on your plan, charged at the rates published in your dashboard.

6. Free trials, betas and discounts

If we offer you a free trial, a private beta, a discount, a setup-fee waiver or any other promotional arrangement, the specific terms are set out in writing in the email or signup page that offers it. Promotional arrangements expire on the date stated in that communication, after which the standard fees for your plan apply.

If we have invited you into a private beta of a feature, or of the platform as a whole, you accept that the service may have rough edges, that we may change behaviour without notice, and that we may collect more telemetry than the standard service. We will tell you when the beta ends and what, if anything, you need to do.

7. Phone numbers we assign you

When you complete onboarding we provision a UK phone number from our telecoms supplier (Twilio Ireland Limited) on our account, and we route inbound calls to it through Retell AI Inc., which runs the AI agent. The number is operated on our side; you do not have direct access to the Twilio console.

If you cancel your subscription we release the number back to Twilio. We do not port the number to another provider on your behalf, except where we have agreed a specific port-out in writing.

If we need to release or change your assigned number for telecoms-compliance reasons, supplier reasons, or because the number was assigned in error, we will give you reasonable notice and a replacement number, except where the change is required immediately by law or by our supplier.

8. Cancellation, suspension and termination

You can cancel your subscription at any time from inside the dashboard, or by emailing ivan@automateitonline.co.uk. Cancellation takes effect at the end of your current billing month. We do not refund partial months unless we are required to by law (for example, the Consumer Contracts Regulations 2013, where they apply).

After cancellation we offer a 30-day grace period during which you can restore the account, after which the account moves into the deletion path set out in our data retention policy (the public-facing summary is in privacy policy section 8). We release your assigned phone number to Twilio at the start of the grace period.

We may suspend or terminate your account if:

• you fail to pay an invoice within 14 days of the due date;
• you breach these terms in a material way and (if the breach can be put right) you do not put it right within 14 days of us asking you to;
• we have a reasonable concern about a security incident affecting your account;
• we are required to do so by law, a regulator, or a supplier;
• we decide to discontinue the AutomateIT service entirely, in which case we will give all customers at least 60 days' notice before terminating.

If we terminate for cause under the first or second bullet, you remain liable for fees accrued up to termination. If we terminate because we are discontinuing the service, we will refund any prepaid subscription fees covering periods after the termination date, on a pro-rata basis.

9. Your data, your end-callers' data, and your content

Personal data flows in three directions on AutomateIT: data about you (the customer); data about the people who call your agent (your end-callers); and operational data we generate to run the service. The full description, lawful bases, retention periods and your data subject rights are in our privacy policy.

For end-caller data, that is, the call transcripts, recordings, summaries, booked jobs and SMS messages the agent generates while answering your calls, we act as a processor on your behalf. The Article 28 UK GDPR processor contract between us is the Data Processing Agreement, which forms part of these terms. By signing up you accept the DPA in the version effective on your signup date.

You own the call transcripts, recordings, customer details, business settings and any other content you, or your end-callers on your behalf, provide to or generate through the service ("Your Content"). You grant us a worldwide, non-exclusive, royalty-free licence to host, process, transmit and display Your Content solely to operate the service, to comply with the law, and to improve the service in aggregate, anonymised form. This licence ends when Your Content is deleted from the platform in line with the retention policy.

We may use anonymised, aggregated metrics about the service (call volumes, conversion rates, model performance) to improve the platform and to publish industry benchmarks. We will not publish anything that identifies your business, your end-callers, or Your Content without your consent.

10. Acceptable use

You agree not to use AutomateIT, and not to allow anyone else to use it on your behalf:

• to break any UK law, including the Privacy and Electronic Communications Regulations 2003 ("PECR") for outbound communications, the Consumer Protection from Unfair Trading Regulations 2008, and any sector-specific regulation that applies to your trade;
• to send unsolicited marketing calls, marketing SMS, or marketing emails to consumers who have not given the consent required by PECR;
• to commit fraud, deceive callers about who they are speaking to, or impersonate another person or business;
• to harass, threaten or abuse callers, our staff, or our suppliers' staff;
• to circumvent our security or rate-limiting measures, including by repeatedly generating accounts to avoid plan limits;
• to reverse engineer, decompile or scrape the platform, except to the extent UK law expressly permits;
• to use the AI agent for purposes that are out of scope of what was described to us at signup (for example, mass survey calls, political campaigning, deceptive marketing);
• to upload malware or otherwise damage the platform;
• to misrepresent your relationship with AutomateIT.

If we have a reasonable belief that you have breached this section we may suspend the account immediately, ask you to put the breach right within 14 days, and terminate the account if the breach is not put right or is severe enough to warrant immediate termination. We will tell you in writing what we believe has happened.

You agree that calls made through your AutomateIT number are made on your behalf and that any complaints from end-callers, regulators or third parties about those calls are your responsibility. We will help you respond to such complaints, but the substantive response and any settlement are yours to make.

11. Third-party integrations

The service depends on third-party platforms that you connect to your AutomateIT account, or that we operate on your behalf. The currently named integrations are:

• Stripe Connect (Stripe Payments Europe Limited as the UK-customer contracting entity; Stripe LLC as the United States data importer) for taking deposits and other payments. Your relationship with Stripe is governed by Stripe's own terms, including the Stripe Connect Account Agreement.
• Google Calendar (Google Ireland Limited) for reading availability and writing booked appointments. The connection is OAuth-based and you can revoke it at any time in your Google account or in the AutomateIT integrations page.
• Twilio (Twilio Inc., contracting through Twilio Ireland Limited for the EEA) as the telecoms provider for the phone number and SMS we operate on your behalf. You have no direct contractual relationship with Twilio.
• Retell AI Inc. (United States) as the AI voice-agent platform that runs the agent. You have no direct contractual relationship with Retell.
• Anthropic (Anthropic, PBC, United States) for the language models that power the agent's reasoning and the assistant in the dashboard. You have no direct contractual relationship with Anthropic.
• Google (Google Ireland Limited; Google LLC for the United States leg) for the agent-avatar image generation and onboarding business-data lookups.
• Resend (Resend Inc., United States) for transactional emails.
• Supabase (Supabase Inc., United States, with EEA hosting) for the application database and authentication.

The current list of sub-processors and their roles is maintained in our privacy policy section 6 and in DPA Annex 2. If we change our sub-processors we will give you the notice required by the DPA.

We are responsible for our own performance under these terms. Where a third-party service we depend on fails (for example, a Twilio outage), we will do what is reasonable to restore service, but we are not liable for the third party's failure beyond the limits set out in section 14.

12. Service availability and support

We aim for high availability but do not currently commit to a contractual uptime percentage. Our internal target during normal operation is 99.5% measured monthly, excluding scheduled maintenance and force majeure events.

We provide support via ivan@automateitonline.co.uk during UK business hours (09:00 to 17:30, Monday to Friday, excluding English bank holidays). Our target response time for support enquiries is one working day; our target resolution time depends on the issue. Outside business hours the AI agent continues to answer your calls, but support enquiries will be answered the next working day.

Critical incidents (the service is fully unavailable to you, or your assigned phone number is not answering) are responded to as quickly as is reasonable in the circumstances. We will publish a status page in due course; until then we email customers directly when we know of an active incident.

13. Our intellectual property

The AutomateIT platform, including the underlying code, prompts, model configurations, AI-agent design, branding, documentation, and the dashboard interface, is and remains our intellectual property (or that of our licensors). Nothing in these terms transfers any of those rights to you.

You receive a personal, non-exclusive, non-transferable, revocable licence to access and use the platform for the duration of your subscription, only for the operation of your own business. You may not sublicense the platform, resell it, or build a competing product using insights gained from it.

14. Limitation of liability

Nothing in these terms limits or excludes either party's liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• any other liability that cannot lawfully be limited or excluded under UK law, including under the Consumer Rights Act 2015 where it applies.

Subject to the above, our total aggregate liability to you under or in connection with these terms (whether in contract, tort, breach of statutory duty or otherwise) in any rolling 12-month period is capped at the greater of (a) the total fees you have actually paid to us in that period, or (b) £100.

We are not liable for indirect, consequential, special or incidental loss, including loss of profits, loss of business, loss of revenue, loss of anticipated savings, loss of contracts, loss of goodwill, or loss of data, even if foreseeable.

We are not liable for loss arising from:

• a third-party service we depend on being unavailable, subject to our duty to act reasonably under section 12;
• the AI agent giving an answer that turns out to be wrong, where you had a reasonable opportunity to review the answer (for example, in a follow-up SMS or in the dashboard) and did not raise it with us;
• your use of the service in breach of section 10;
• the actions of your end-callers, including any fraud or harm they cause through interacting with your agent.

You acknowledge that the AI agent is an automated system that occasionally makes mistakes. The limits in this section reflect the price you are paying for the service.

15. Indemnity

You indemnify us, and our directors, employees and sub-processors, against any claim, loss, damage or expense (including reasonable legal fees) arising from:

• your breach of section 10 (acceptable use);
• your breach of any law or regulation that applies to your business or to the calls made through your agent;
• a claim by an end-caller, a third party, or a regulator about a call made through your AutomateIT number, except to the extent the claim is caused by our breach of these terms.

We indemnify you, on a like-for-like basis, against a claim that the platform itself infringes a third party's UK intellectual property rights, provided you tell us about the claim promptly, let us handle the defence, and do not admit liability or settle without our consent. If the platform is held to infringe, we may at our option (i) procure the right for you to continue using it, (ii) modify it so it no longer infringes, or (iii) terminate the account and refund any prepaid fees covering periods after termination.

16. Warranties and disclaimers

We warrant that we will provide the service with reasonable skill and care.

Subject to that warranty and to the rights you have under UK consumer law (where applicable), the service is provided "as is" and we make no other warranties, express or implied, including any implied warranty of fitness for a particular purpose or non-infringement. We do not warrant that the service will be uninterrupted, error-free, or free from inaccuracies in the AI agent's responses.

We do not warrant that the service is suitable for any specific regulated activity (for example, dispensing medical advice, providing legal advice, or arranging consumer credit). It is your responsibility to confirm that AutomateIT is appropriate for your business and that the agent's configuration meets the law that applies to your trade.

17. Confidentiality

Each party will keep the other party's confidential information confidential and use it only for the purpose of operating under these terms. "Confidential information" means anything one party gives the other that a reasonable person would understand to be confidential, including the internals of the AutomateIT platform, our pricing, your business data, and your end-callers' data.

Both parties may disclose confidential information where required by law, regulator, or court order, giving the other party as much advance notice as is lawful.

This section does not apply to information that is or becomes public other than through a breach of these terms, that the receiving party already had on a non-confidential basis, or that the receiving party develops independently.

18. Changes to these terms

We may change these terms by giving you at least 30 days' notice. Notice is given by emailing the address on your account, by posting a banner in the dashboard, or by publishing an updated version at https://automateitonline.co.uk/terms with a new effective date and a brief summary of what changed.

If the change is materially adverse to you, you may cancel your subscription at any time during the notice period without penalty by emailing ivan@automateitonline.co.uk. If you do not cancel before the new terms take effect, your continued use of the service amounts to acceptance.

Changes required by law, by a regulator, or by a critical security need may take effect on shorter notice.

19. Changes to the service

We may add, change, deprecate or remove features over time. We will give you reasonable notice in advance of any change that materially reduces the service available to you on your plan. If the change is materially adverse, you have the same right to cancel as in section 18.

Bug fixes, security improvements, and changes that add rather than remove functionality may be deployed without prior notice.

20. Force majeure

Neither party is in breach of these terms because of an event beyond their reasonable control, including acts of God, war, terrorism, civil unrest, pandemic, natural disaster, fire, flood, embargo, telecoms outage at a third-party provider, internet backbone failure, or government regulation. The affected party will tell the other as soon as is reasonably practicable and will take reasonable steps to mitigate the impact. If a force majeure event lasts more than 30 consecutive days, either party may terminate the account on written notice.

21. Notices

Notices to us must be sent to ivan@automateitonline.co.uk with a courtesy copy to hello@automateitonline.co.uk, or by post to the registered office. Notices from us to you go to the email address on your account.

A notice is treated as received on the same working day if sent before 17:00 UK time, otherwise on the next working day. Postal notices are treated as received two working days after first-class posting.

22. Assignment

We may assign or transfer these terms (and your account with them) to a successor entity in connection with a merger, acquisition, reorganisation or sale of all or substantially all of our business. We will tell you in advance. You may not assign or transfer these terms or your account without our written consent.

23. General

Entire agreement. These terms, the privacy policy, and the DPA together form the entire agreement between us about the AutomateIT service. They replace any prior representation about the service that is not recorded in them.

Severability. If any part of these terms is held to be unlawful or unenforceable, the rest continues in force.

No waiver. If we do not enforce a right under these terms on a particular occasion, that is not a waiver of the right on future occasions.

No partnership or agency. These terms do not create a partnership, agency, joint venture, or employer/employee relationship between us.

Third-party rights. Nobody other than us and you can enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

24. Governing law and jurisdiction

These terms, and any non-contractual obligation arising out of them, are governed by the laws of England and Wales. Any dispute arising under or in connection with these terms is subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer for the purposes of UK law, this clause does not deprive you of the protection of the mandatory consumer rights of the part of the United Kingdom where you live.

25. Contact

Questions about these terms? Email ivan@automateitonline.co.uk or write to:

AutomateIT Online Ltd 71-75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom

Marked for the attention of the Director.

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