Terms of service

01Who this agreement is between

“We” and “us” means Truephase AI Limited, trading as Truephase AI, registered in England and Wales under company number 17469289, registered office 11 St. Nicholas Road, Thorne, Doncaster, DN8 5BS. “You” means the business named in the order form. These terms, your order form and the data processing terms in section 7 together make up the agreement. If the order form says something different from these terms, the order form wins.

Our services are for businesses. By signing an order form or using the client portal you confirm you are acting for a business and that the person signing has the authority to do so.

02What we provide

We provide the services named in your order from the list on this site: the AI receptionist, chatbot, review management, task automation, web design and AI video. For the services that run every day we configure them, connect them to your number, diary and accounts, test them with you and keep them running. Web design and video are projects: booked in, built, handed over.

What the AI is and is not

• The receptionist and chatbot are AI systems. They work from the information and the script you approve. They can misunderstand, and they can be wrong. We build them to hand over to a person early rather than guess, and to never give clinical advice, but you should check what they do, especially in the first weeks.
• They are not an emergency service and must not be presented to callers as one. Your voicemail, out-of-hours and emergency arrangements remain your responsibility.
• Calls depend on your phone provider, call forwarding, the internet and the platforms we build on. We do not promise that every call is answered, only that the system is designed and monitored to answer the calls that reach it.

03What we need from you

• Accurate information about your business, services, prices and opening hours, and prompt updates when they change. The AI can only say what it has been told.
• Sign-off on the script and the opening message before the service goes live. The opening message tells callers that the call is recorded and that they are speaking with an AI assistant. You may reword it; you may not remove it.
• Lawful use. You must have the right to forward your number to us, to have calls recorded, and to send the messages you ask us to send. You must not use the service to send unsolicited marketing or to collect information you have no right to collect.
• Keeping logins secure. Each person on your team gets their own login. Tell us straight away if you think a login has been compromised, and remove people who leave.
• Telling your patients or customers, in your own privacy notice, that calls and messages are handled by an AI service provided by us. We give you wording for this.

04Fees and payment

• Fees are set out in your order form and are exclusive of VAT, which is added where it applies. Monthly services are billed monthly in advance; projects are billed as the order form says.
• Invoices are due within fourteen days unless the order form says otherwise.
• Charges made by third-party platforms you choose to use, for example per-message fees on WhatsApp or telephony charges above the allowance in your order, are passed on at cost and shown separately.
• If an invoice is more than fourteen days overdue we may suspend the service after giving you seven days’ written warning. We restore it when the account is settled.
• We may change our fees once a year with at least thirty days’ written notice. If you do not accept a change you may end the agreement before it takes effect.

05Length of the agreement and how it ends

• Monthly services start on the go-live date in your order and run month to month until ended. Either of us may end them by giving thirty days’ written notice by email.
• Either of us may end the agreement immediately if the other breaks it in a serious way and does not put it right within fourteen days of being asked, or becomes insolvent.
• When the agreement ends we switch the service off, you turn call forwarding off, and for thirty days you can take a copy of your calls, transcripts, bookings, reviews and reports from the portal or by asking us. Ninety days after the end we delete your data from our systems, except what we must keep for tax and company law, and except where you have asked us in writing to delete it sooner.
• Fees already paid for a period are not refunded if you end the agreement early, unless we ended it or the law requires a refund.

06Support and service levels

Every client has a named contact at Truephase AI and can reach us by email during UK business hours. We aim to acknowledge a problem within one business day and to fix anything that stops calls being answered as a priority. We monitor the service automatically and are often working on a fault before you notice it.

We do not promise uninterrupted service. Planned maintenance happens outside your opening hours wherever possible. Where a fault is caused by a platform we build on, we are limited by that platform’s own repair time.

07Data protection

For your callers’ and customers’ personal information, you are the controller and we are your processor. This section is the written contract that UK GDPR requires between us.

• We process personal information only to provide the services in your order and on your documented instructions, which include these terms and the settings you choose in the portal.
• We keep it confidential, make sure our staff are bound by confidentiality, and apply the security measures described in our privacy notice.
• We use the service providers listed in our privacy notice as sub-processors. We will tell you before adding or replacing one, and you may object within fourteen days; if we cannot resolve the objection you may end the affected service.
• Where a provider is outside the UK we put in place a lawful transfer mechanism and will show it to you on request.
• We help you respond to requests from individuals about their information, and to meet your own security, breach-notification and impact-assessment duties, within reason and at no extra charge for ordinary requests.
• We tell you without undue delay if we become aware of a personal data breach affecting your information, and give you what you need to assess it.
• At the end of the agreement we return or delete personal information as described in section 5, unless the law requires us to keep it.
• We make available the information you reasonably need to show that we meet these obligations, and allow an audit by you or an auditor you appoint, with reasonable notice and no more than once a year unless a regulator requires otherwise.

You confirm that you have a lawful basis for the processing you instruct, that your own privacy notice covers it, and that you will tell callers and customers that calls are recorded and handled by an AI service.

08Who owns what

• You own your data: your call records, transcripts, bookings, reviews, reports and the content you give us. You give us the permission we need to process it to run the service.
• We own the platform, the configurations, the prompts and the tools we use to build and run the service, and we may reuse what we learn in general for other clients, never your data or anything confidential to you.
• For web design and video projects, once the final invoice is paid you own the finished website content and videos we deliver. Stock, font and software licences stay with their owners and we tell you what they are. We keep the right to show the work in our portfolio unless you ask us not to.

09Other people’s platforms

Parts of the service run on platforms we do not control: telephone networks, Meta (WhatsApp, Instagram, Messenger), Google, Wix and others. Their rules apply, they change them without asking us, and they occasionally fail. Where a platform rule limits what the service can do, we tell you on this site and in onboarding rather than promise around it.

10Liability

• Nothing in this agreement limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be limited.
• Subject to that, our total liability to you under or in connection with this agreement in any twelve-month period is limited to the fees you paid us in the twelve months before the event giving rise to the claim.
• Neither of us is liable to the other for loss of profit, loss of business, or indirect or consequential loss.
• We are not liable for a missed call, booking or message caused by your phone provider, your call-forwarding settings, your internet connection, information you gave us that was wrong or out of date, or a third-party platform outage.

11Confidentiality

Each of us keeps the other’s confidential information confidential and uses it only for this agreement, during the agreement and for three years after it ends. This does not cover information that is already public, that was known before it was shared, or that the law requires to be disclosed.

12General

• We may update these terms. We give at least thirty days’ notice of a change by email and by updating the version and date at the top of this page. If you do not accept a change you may end the agreement before it takes effect.
• Notices between us are sent by email to the addresses on the order form and to info@truephase.co.uk.
• Neither of us may transfer this agreement to someone else without the other’s written consent, except to a company that takes over our business.
• If part of this agreement turns out to be unenforceable, the rest still applies.
• This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.