Legal
Terms of Service
These are the terms England Voice works under. They are written to be understood rather than to be impenetrable, and there is nothing buried in them. If a clause does not suit your business, say so before you sign up and we will discuss it.
1. Who this is between
England Voice is a trading name of Abderrahim Diassem (“we”, “us”). “You” means the business buying the service. These terms apply from the moment you accept a quote or pay a setup fee.
2. What we provide
We build, host and maintain an AI phone agent configured for your business. The agent answers calls diverted to it, handles the conversations you have asked it to handle, books into your calendar where we have integrated one, and sends you a summary and transcript after each call.
We tune the agent using your real call transcripts so it improves over time. We do not promise that it will handle every call correctly, and we design it to escalate rather than guess when it is unsure.
3. Getting started
- A one-off setup fee of £300 covers building and tuning your agent.
- You complete an intake questionnaire so we know your hours, services, prices and escalation rules.
- We aim to have you live within five to seven working days of the setup call. Delays are almost always waiting on information from you.
- You keep your existing phone number and divert it to the agent. Nothing is ported and you can remove the divert at any time without asking us.
4. Fees and billing
- Essential: £299 a month, up to 300 call minutes.
- Professional: £499 a month, up to 800 call minutes.
- Extra minutes: 45p per minute beyond your allowance.
- Fees are billed monthly in advance. Extra minutes are billed in arrears on the following invoice.
- Prices exclude any tax that may apply.
If your usage consistently exceeds your allowance we will tell you and suggest moving tier, rather than quietly billing overage month after month.
5. Cancelling
There is no contract beyond the first month. After that, either of us can end the arrangement with 30 days’ written notice. Email is fine.
On cancellation we stop the agent, and you remove the divert from your number. We keep your call data for 30 days in case you need it, then delete it.
6. The setup fee guarantee
Run the agent for the first two weeks alongside your normal arrangements and read the transcripts. If it is not doing the job, tell us within 30 days of going live and we will refund the setup fee in full. Monthly fees for months already used are not refunded.
7. What you are responsible for
- Giving us accurate information about your business. An agent trained on wrong opening hours will confidently tell your customers the wrong thing.
- Having the right to divert your number and to have calls to it recorded.
- Telling your staff that calls to the diverted number are answered by an AI agent and recorded.
- Reviewing transcripts often enough to spot anything the agent is getting wrong, particularly in the first fortnight.
- Being the data controller for your callers’ personal data. We act as your processor. See our Privacy Policy.
8. What the service must not be used for
- Outbound marketing calls. We build agents that answer calls. We do not provide them for cold calling, and using one that way would put you in breach of these terms.
- Anything unlawful, deceptive, or designed to mislead callers about who they are speaking to. The AI disclosure in the greeting stays.
- Emergency services. The agent is not a substitute for 999, 111, or any emergency line, and must never be presented to callers as one. Where we build triage into an agent it directs callers to emergency services rather than handling the emergency itself.
9. Availability
We use reasonable efforts to keep your agent running at all times, and we monitor it. We do not offer a guaranteed uptime figure, and we would rather say so than promise one we cannot control.
The service depends on third parties including telephony, speech and language providers. If one of them has an outage, your agent will be affected. Calls diverted to an unavailable agent behave as your provider’s divert settings dictate, which is why we recommend a fallback in your phone system.
10. Liability
Our total liability to you in any twelve month period is limited to the fees you paid us in that period. We are not liable for lost profits, lost business or lost opportunity arising from a call the agent handled, missed or handled imperfectly.
Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.
11. Your data and your agent
Your call recordings, transcripts and business information remain yours. We do not use them to train models, and we do not share them with other clients. The configuration we build for you is ours, but nothing stops you building or buying an equivalent elsewhere after you leave.
12. Changes to these terms
If we change these terms in a way that affects you materially, we will tell you at least 30 days beforehand. If you do not accept the change you can cancel within that period without notice.
13. Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
14. Getting in touch
hello@englandvoice.com. We aim to reply to clients within one working day.