Terms of service

These terms explain how CallVest works when you use it for your business. By starting a free trial or paying for a plan, you agree to them, including the data processing agreement in Schedule 1. If you have a question, email hello@callvest.co.uk.

CallVest is a trading name of CallVest AI Ltd, a company registered in England and Wales (company number 17567995). Registered office: 66 Paul Street, London EC2A 4NA. ICO registration ZC296433. In these terms, "we" and "us" means CallVest AI Ltd, and "you" means the business using CallVest.

1. What CallVest does

1.1 CallVest provides Vesty, an automated AI receptionist. When calls are diverted to the number we give you, Vesty answers them, takes details, books jobs into the diary you connect and sends messages, depending on your plan. Vesty is software. It works hard to get things right but it can make mistakes, so please check new bookings and messages.

1.2 Vesty is not an emergency service. Where you tell us to, Vesty directs callers to the right emergency number (for example 999 or the National Gas Emergency line on 0800 111 999) and alerts you. You remain responsible for responding to your customers.

1.3 Texts to your customers. To provide the service, we send text messages to your callers in your business name. These include booking confirmations, a link to change or cancel a booking, a reminder the evening before a visit, and a link to send photos or videos of the job. We only send messages connected to a call or booking. We never use your customers' details for our own marketing.

1.4 Booking changes. Your customers can move a booking themselves, online or by ringing Vesty, up to 24 hours before the visit, and cancel any time before it. When they do, we update your diary and tell you straight away. Changes inside 24 hours are passed to you to handle.

1.5 The CallVest app. Receptionist and Full Office include the CallVest app at callvest.co.uk/app. You log in with your mobile number and a one-time code we text you. Keep your phone secure, because anyone with access to it can see your jobs, recordings and customers' details. Tell us straight away if your phone is lost or your number changes, and we'll log it out.

2. Free trial

2.1 Your free trial lasts 14 days from the day Vesty goes live for your business. Founding customers (see clause 4) get 30 days.

2.2 We don't ask for card details to start a trial and we won't charge you during it. Before it ends we'll ask for payment details if you want to continue. If you don't add them, the service simply stops at the end of the trial.

3. Plans and payment

3.1 Prices are shown on our website and confirmed when you sign up. All prices are in pounds sterling.

3.2 You can pay monthly or yearly. Yearly plans cost the same as 10 months.

3.3 Receptionist includes 200 call minutes a month and Full Office includes 300. Extra minutes cost 15p each. We'll let you know before you go over your allowance.

3.4 There's no setup fee. Same-day setup is £49, free on Full Office and for founding customers.

3.5 If a payment fails. Our payment provider will retry the payment and email you a link to update your card. Vesty keeps answering during this time. If the payment still hasn't gone through after about two weeks, we may pause the service, which means calls go back to your own voicemail. We'll tell you before we do, and switch Vesty back on as soon as the account is paid.

4. Founding offer

Our first 20 paying customers keep their plan price for as long as they stay subscribed without a break, and get a 30-day free trial and free same-day setup. If you cancel and come back later, current prices apply.

5. The Vesty guarantee

If Vesty doesn't book at least one job into your diary during your first paid month, your second month is free. Just email us at the end of that month and we'll check and apply it.

6. No contract: cancelling

• You can cancel at any time by emailing hello@callvest.co.uk or through your billing page.
• Monthly plans stop at the end of the month you've paid for.
• If you paid yearly, we'll refund any full months you haven't used.
• Remember to turn your call divert off when you leave (dial ##002#).
• When you leave, Schedule 1 explains what happens to your customers' data.

7. Your responsibilities

• Give us accurate information about your business, prices, hours, areas and how you want urgent calls handled, and tell us when it changes.
• Keep your diary up to date so Vesty only offers times you can really do.
• Tell your customers that calls may be answered by an automated receptionist and may be recorded, for example in your own privacy notice. We can give you wording, and add a short recording notice to Vesty's greeting if you ask.
• Only divert numbers you're entitled to use, and only give us customers' mobile numbers for messages about their job.
• Use CallVest lawfully. Don't use it for nuisance, spam, misleading or threatening calls or messages, or to collect information you're not allowed to collect.
• You're responsible for the work you do for your customers and the prices you agree with them.

If CallVest is being used in a way that breaks the law or these terms, we may suspend it straight away and will tell you why.

8. Our responsibilities

We'll provide the service with reasonable care and skill, set it up as agreed with you, and fix problems as quickly as we reasonably can. CallVest relies on phone networks and third-party services, so there may occasionally be interruptions outside our control. If there's a problem, we'll tell you and work to get things running again.

9. Liability

We're not responsible for indirect losses, such as lost profits or lost jobs, or for losses caused by incorrect information you've given us. Our total liability to you in any 12-month period is limited to the amount you've paid us in that period. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that can't be limited by law.

10. Your data and your customers' data

10.1 Our privacy policy explains how we handle personal information about you.

10.2 When Vesty handles your callers' details, you are the controller of that information and we are your processor. The data processing agreement in Schedule 1 forms part of these terms and sets out how we handle it.

11. Changes

We may update these terms or our prices. We'll give customers at least 30 days' notice by email of any change that affects them, and you can cancel before it takes effect. Founding customers' prices don't change while they stay subscribed.

12. The law

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute.

Schedule 1: Data processing agreement

This schedule forms part of the terms of service between you (the business using CallVest, the controller) and CallVest AI Ltd (the processor). It meets the requirements of Article 28 of the UK GDPR. If it conflicts with the rest of the terms, this schedule wins on data protection.

1. What we process

2. Your instructions

2.1 We only process the data on your documented instructions. These terms, your plan, and the setup details you give us are your instructions. We'll also follow any other reasonable written instruction from you.

2.2 If we think an instruction breaks data protection law, we'll tell you straight away and won't carry it out until it's sorted.

2.3 We won't use the data for any other purpose, including our own marketing, unless the law requires it. If it does, we'll tell you first unless the law forbids that.

3. Your responsibilities as controller

You're responsible for having a lawful basis to use CallVest for your callers, and for telling them how their information is used (clause 7 of the terms). You confirm your instructions to us are lawful.

4. Confidentiality

Everyone at CallVest who can access the data is bound by confidentiality and only accesses it where needed to provide or support the service.

5. Security

We take appropriate technical and organisational measures to protect the data, including:

• encryption in transit (HTTPS) and the encrypted storage provided by our suppliers
• access to your jobs only through a logged-in app session tied to your mobile number, and private links for customers that can't be guessed
• access to admin systems limited to named people, with strong passwords and two-factor authentication where available
• only collecting what's needed to answer calls and book jobs
• keeping software and suppliers up to date and reviewing these measures as the service grows

6. Sub-processors

6.1 You give us general permission to use the sub-processors listed in Schedule 2.

6.2 We'll give you at least 14 days' notice by email before adding or replacing a sub-processor. If you object on reasonable data protection grounds, we'll try to find a fix. If we can't, you can cancel and we'll refund any prepaid months you won't use.

6.3 We put a written contract in place with each sub-processor that protects the data at least as well as this schedule, and we remain responsible to you for what they do.

7. International transfers

Some sub-processors store or access data outside the UK, for example in the United States. Where that happens, we make sure the transfer is protected in a way UK law approves, such as an adequacy decision (including the UK-US data bridge), the UK international data transfer agreement, or the UK addendum to the EU standard contractual clauses.

8. Helping you

8.1 People's rights. If a caller asks to see, correct or delete their information, we'll pass the request to you if it comes to us, and help you answer it. You can also ask us to delete any call, recording or job.

8.2 Breaches. If we become aware of a personal data breach affecting your data, we'll tell you without undue delay, and in any case within 48 hours, with what we know and what we're doing about it. We'll help you decide whether to report it to the ICO or tell the people affected.

8.3 Other help. We'll give you reasonable help with security, data protection impact assessments and any contact with the ICO about the service.

9. When you leave

When you stop using CallVest, we'll delete your callers' data (recordings, transcripts, job cards, photos and videos) within 30 days, unless you ask for a copy first or the law requires us to keep it. Our suppliers' backups clear on their normal cycles. Billing records about you are kept as tax law requires.

10. Checking we comply

We'll give you the information you reasonably need to show we meet this schedule, and answer reasonable written questions. Where that isn't enough, you or an auditor you choose can carry out a reasonable audit, with at least 30 days' notice, no more than once a year unless there's been a breach.

Schedule 2: Sub-processors

These suppliers handle your callers' data to run CallVest. We'll update this list, with notice, before adding a new one.