Terms of Service

1. About these terms

The service is provided by Veritas Digital Ltd, trading as Veritas AI ("we", "us"), a company registered in England and Wales (company number 17472554). Our registered office is 82a James Carter Road, Mildenhall, Bury St. Edmunds, Suffolk, IP28 7DE, United Kingdom.

"You" means the business that signs up for a trial or plan. These terms apply to businesses only. By signing up, you confirm that you are acting for the purposes of your business, and that you have authority to agree to these terms on its behalf.

Together, these terms and any written quote or order we agree with you (the "agreement") form the contract between us. If a written quote conflicts with these terms, the quote applies to that conflict.

2. Our service

We design, build, tune and maintain an AI voice agent that answers calls for your business (the "agent"). What your plan includes, including its monthly allowance of call minutes, is shown on our pricing page or in your order.

• We will provide the service with reasonable skill and care.
• Booking into Cal.com is included in every plan. Connections to other systems are separate add-ons. We will scope and price them with you in writing before any work starts, and we will tell you honestly if a system cannot be connected.
• We may update or replace the technology behind the service, including our suppliers, as long as the service does not become materially worse for you.

3. Free trial

We may offer a free trial, normally for two weeks. We may extend it if you need longer to decide. A trial uses a simple set-up without custom integrations.

• There is no charge and no obligation to continue.
• The trial ends automatically at the end of the trial period unless you sign up for a plan. We will not charge you.
• When a trial ends, you should cancel the call diversion on your phone line. We will remind you how. Trial recordings and transcripts are kept and deleted as described in section 13.
• We provide trials "as is" and may end one at any time if it is being misused.

4. Plans, minutes and charges

• Included minutes. Each plan includes a monthly allowance of call minutes. Unused minutes do not carry over to the next month.
• How minutes are counted. We measure the time your agent spends on calls in seconds and add it up each month.
• Extra minutes. If you use more than your allowance, extra minutes are charged at the rate for your plan shown on our pricing page, and invoiced with your next charge. We will let you know when you have used most of your allowance.
• Prices. All prices exclude VAT, which we add where it applies.
• Price changes. We may change our prices by giving you at least 30 days' written notice. If you do not accept a change, you may cancel before it takes effect. A change does not apply to an annual plan until its next renewal.

5. Set-up fees and integrations

Where there is a one-off set-up fee, we will tell you the amount in writing before we start. The quoted price stays fixed unless the scope changes, and we will agree any change with you first. The set-up fee is payable when you accept the quote, and is not refundable once work has started. Add-on integrations may also carry a monthly fee for monitoring and maintenance, shown on our pricing page or in your quote.

6. Payment

• We charge the monthly fee in advance, by card or Direct Debit through our payment provider, at the start of each billing month.
• One-off charges and extra minutes are invoiced and payable on the terms stated on the invoice.
• If a payment fails, we may try again. If an amount stays unpaid, we may suspend the service after giving you at least 7 days' notice, and we may charge interest and recovery costs as the law allows for late payment of commercial debts.
• You are responsible for keeping your payment details up to date.

7. Term, renewal and cancelling

Monthly plans. A monthly plan starts when you sign up and renews each month until you cancel. There is no minimum term. You can cancel at any time by emailing us. Cancellation takes effect at the end of your current billing month, and we do not refund the rest of that month.

Annual plans. An annual plan is paid for 12 months in advance and renews each year unless you cancel. We will email you a reminder at least 30 days before each renewal. If you cancel part-way through the year, you keep the service until the end of the year and we do not refund the rest, unless we have materially failed to provide the service and have not put it right within a reasonable time, in which case we will refund the unused prepaid months.

Ending by us. We may end or suspend the agreement if you seriously breach it and do not fix it within 14 days of our notice, if you do not pay as set out in section 6, if you use the service unlawfully or abusively, or if you become insolvent. We may also end the agreement for any other reason by giving you at least 30 days' written notice, in which case we will refund any prepaid fees for the period after it ends.

What happens when it ends. We will switch off your agent. Please cancel the call diversion on your phone line before your end date, or your callers may not be able to get through. We will tell you how. We will delete your data as described in section 13.

8. Changes to your agent

We make reasonable changes to your agent whenever you ask. Ordinary updates are included in your plan, such as changes to your opening hours, services, prices, wording, or the people your agent should contact for urgent matters.

Fair use applies. Larger pieces of work are not included. Examples are a new integration, an additional phone number or location, or a substantial redesign of how calls are handled. We will scope and quote for those separately. If your requests become frequent or excessive for a business of your size, we may ask you to group them, or quote for the extra work.

9. Availability and reliability

We use reasonable endeavours to keep the service running, but we do not guarantee that it will be uninterrupted or error-free. It depends on phone networks, AI and telephony providers and other third parties that we do not control. We may also need to carry out maintenance from time to time.

We set up call diversion so that, where your phone provider allows it, calls the agent cannot take return to your existing arrangement, such as your voicemail. Phone networks differ, so we cannot guarantee this will work in every situation. We will test it with you during set-up. We recommend you keep a way for urgent callers to reach you.

10. How the AI works, and its limits

• The agent is an AI. It can make mistakes. We set it up to take a message rather than guess, and we review and tune it, but we cannot promise it will always be right.
• The agent does not give medical, legal, financial or other professional advice. It is not an emergency service. If a caller describes an emergency, it tells them to call 999.
• For urgent matters that are not emergencies, the agent follows the rules we agree with you, so please keep those details up to date.
• The agent tells callers that it is an AI assistant and, where calls are recorded, that the call may be recorded.
• You remain responsible for your own business decisions and for how you act on the messages and bookings your agent passes on.

11. Your responsibilities

You agree to:

• give us accurate and complete information about your business, and tell us promptly when it changes;
• have the right to divert calls from your phone lines to us, and to use the service for your business;
• make sure that your callers are given any privacy information the law requires from you as the business they are calling, including in your own privacy notice;
• tell us if your callers are likely to give sensitive information, such as health information, so that we can set up your agent to collect only what you need;
• keep any links or logins we give you to your call data confidential, and share them only with people in your business who need them;
• give us the access we reasonably need to set up the service, such as changes to your email domain settings if you want emails sent from your own address; and
• not use the service unlawfully, to harass anyone, to send unsolicited marketing, or in a way that could harm our systems or other customers.

12. Phone numbers and email

Where we provide a phone number for your agent, it stays under our account and is released when the agreement ends. It is not transferable to you. If you give us access to your email domain settings so that emails can be sent from your address, we will use that access only to provide the service, and you may remove it when the agreement ends.

13. Data protection

This section applies to the personal data of your callers that we handle on your behalf. For how we handle our own business and website data, see our privacy notice.

• Roles. You are the controller of your callers' personal data and we are your processor. Schedule A sets out what we process, why, and for how long.
• Instructions. We process that data only on your documented instructions, which are these terms, your set-up and your reasonable written requests, unless the law requires otherwise.
• Confidentiality and security. We make sure that people who handle the data are bound by confidentiality, and we keep appropriate technical and organisational security measures in place.
• Suppliers. You authorise us to use the suppliers listed in Schedule A to help provide the service. We will give you notice of any new supplier that processes your callers' data, and you may object on reasonable grounds. We stay responsible for our suppliers, and we require them to protect the data to the same standard.
• Transfers. If personal data leaves the UK, we make sure it is protected by an approved safeguard.
• Help. We will help you respond to requests from people exercising their data protection rights, and with your security and breach duties, where you ask us to and where it relates to the data we process.
• Breaches. We will tell you without undue delay if we become aware of a personal data breach affecting your callers' data.
• Retention. By default, we keep call recordings and transcripts for 30 days and then delete them. You can ask us to use a different period. We delete the rest of your callers' data, or return it to you, within a reasonable time after the agreement ends, unless the law requires us to keep it.
• Information. We will give you the information you reasonably need to show that we are meeting these obligations, and allow for reasonable audits on notice.
• Our use. We do not sell your callers' data and we do not use it to market to your callers. We use it only to provide and improve the service for you.

14. Ownership

Our work. We own the intellectual property in your agent's set-up, including its prompts, workflows, configuration and our know-how. While your agreement continues, we give you a non-exclusive licence to use it for your business as part of the service.

Your content and data. You own your business information and the content of your calls. You give us permission to use them as needed to provide the service to you.

15. Confidentiality

Each of us will keep the other's confidential information private, use it only for the purposes of the agreement, and share it only with people who need it and are bound to keep it confidential. This does not apply to information that is already public, or that the law requires us to disclose.

16. Our liability

• Nothing in these terms limits liability that cannot be limited by law, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation.
• Subject to that, our total liability to you in connection with the agreement, whether in contract, negligence or otherwise, is limited to the fees you paid us in the 12 months before the event that gave rise to the claim.
• We are not liable for loss of profit, revenue, business, bookings, goodwill or anticipated savings, or for any indirect or consequential loss, including loss that arises because a call was not answered or was not handled correctly.
• We are not liable for failures of phone networks, your phone provider, or other third parties that we do not control.

17. Events beyond our control

Neither of us is liable for failing to meet our obligations (other than to pay money) because of events beyond our reasonable control, such as network or power failures, supplier outages, or industrial action. We will tell the other as soon as reasonably possible and try to limit the effect.

18. Changes to these terms

We may update these terms from time to time. We will give you at least 30 days' written notice of any change that materially affects you, and if you do not accept it you may cancel before it takes effect. The version in force when you sign up applies until then.

19. General

• Whole agreement. The agreement is the whole deal between us about the service, and replaces anything said or written earlier.
• Notices. We may give you notice by email to the address you gave us. You can give us notice by emailing the address in section 22.
• Transfers. You may not transfer your rights under the agreement without our written consent. We may transfer ours to a business that takes over ours, and we will tell you.
• Third parties. Only you and we have rights under the agreement. No one else can enforce it.
• If part is unenforceable. If a court finds part of these terms unenforceable, the rest stays in force. If we delay enforcing a right, that does not mean we have given it up.

20. Governing law and disputes

The agreement, and any dispute arising from it, is governed by the law of England and Wales. If we have a disagreement, please contact us first so that we can try to put it right. If we cannot, the courts of England and Wales have exclusive jurisdiction.

21. Using our website

You may use this website to find out about our service and to request a trial. Please do not misuse it. That includes trying to overload or break into it, using automated tools to run up demo calls, or copying its content without our permission. The website and demo are provided "as is" for general information. We own the content of this website unless it says otherwise.

22. Contact us

Veritas Digital Ltd, trading as Veritas AI. Registered in England and Wales, company number 17472554. Registered office: 82a James Carter Road, Mildenhall, Bury St. Edmunds, Suffolk, IP28 7DE, United Kingdom.

Questions, cancellations and notices: [email protected]. Privacy requests: [email protected]. See also our contact page.

Schedule A: Data processing details