Draft – to be reviewed. This page is a working draft with placeholders in [square brackets]. It is not legal advice and must be checked before the service launches.

Terms of service

These terms apply between [BUSINESS NAME] ("we", "us") and the business that signs up for Offhook ("you"). Offhook is a service for businesses, not consumers.

1. The service

Offhook answers calls you forward to it when you can't pick up. It asks the caller for their name, the job, where it is and how urgent it is, and texts you a summary. Calls are saved in your dashboard. We set the service up for you and help you switch on call forwarding.

2. What the AI receptionist does not do

• It never gives prices, quotes or estimates.
• It never promises a visit time, a date or that a job will be done.
• It tells callers it is an automated assistant.
• In an emergency (such as a gas leak, fire or injury), it tells the caller to contact the emergency services. It is not an emergency service.

3. Pilot and money-back guarantee

The 30-day pilot costs £[XX], paid once, and includes [XXX] call minutes. If you are not happy, tell us within 30 days of the pilot starting and we will refund the pilot price in full. [Add how refunds are paid.]

4. Monthly plan and billing

After the pilot, the monthly plan costs £[XX] per month [plus VAT, if applicable], billed monthly in advance, and includes [XXX] call minutes a month. [Add payment method and due date.] We will give you at least [30] days' notice of any price change.

5. Minute caps

Unused minutes don't carry over. If you reach your monthly minutes, [calls are no longer answered until the next month / extra minutes are charged at [£X] per minute]. We will warn you by text or email when you reach [80%] of your minutes.

6. Cancellation

There is no minimum term. You can cancel any time by emailing hello@offhook.uk. Cancellation takes effect at the end of the month you have paid for, and we don't refund part months (except under the pilot guarantee). Remember to switch off call forwarding on your phone.

7. Your responsibilities

• Keep your business details, services and area up to date with us.
• Check job texts and call your customers back yourself.
• Use the service lawfully and only for your own business.
• Keep your dashboard login private.

8. Availability

We aim to keep the service running at all times, but it depends on phone networks and on our providers (Vapi, Twilio, Supabase and Vercel), so we can't guarantee it will never be interrupted. We will tell you about planned maintenance in advance where we can.

9. Limits of liability

The AI can mishear or misunderstand callers, and a text can be delayed or fail to arrive. Always check the details with the caller. To the extent the law allows, we are not liable for lost jobs, lost profits or indirect losses, and our total liability in any 12 months is limited to the fees you paid us in that period. Nothing in these terms limits liability that can't be limited by law. [Have this section reviewed.]

10. Data protection

We process your callers' details on your behalf. Our privacy policy explains what we collect and why. [Attach a data processing agreement.]

11. Changes to these terms

We may update these terms. We will email you at least [30] days before a change that affects you, and you can cancel before it takes effect.

12. Governing law

These terms are governed by the laws of Finland, and disputes go to the courts of [Helsinki], unless the law requires otherwise.

Last updated: [DATE]