Terms of Service

1. About us

Voice PA Limited (“Voice PA”, “we”, “us”, “our”) operates the Voice PA service at voicepa.ai.

Company number: 17057403 (registered in England and Wales)
Registered address: 128 City Road, London, EC1V 2NX
Contact: support@voicepa.ai

These Terms of Service (“Terms”) govern your use of the Voice PA service. By creating an account or using the service, you agree to be bound by these Terms. If you do not agree, do not use the service.

2. The Service

Voice PA provides an AI-powered phone receptionist that answers inbound calls on behalf of tradespeople and small service businesses. The service is operated by artificial intelligence, not human receptionists.

The service includes:

An AI receptionist that answers calls, qualifies enquiries, checks your calendar availability, and books appointments on your behalf.
SMS notifications and booking confirmations sent to you and your customers.
Google Calendar and Microsoft Calendar integration for availability and booking management.
A web dashboard for managing your account, viewing call history, and configuring your receptionist.

All calls handled by the service are answered by an AI assistant. Callers are informed at the start of each call that they are speaking with an AI and that the call may be recorded.

3. Eligibility

To use the service, you must:

Be at least 18 years old.
Be a resident of the United Kingdom.
Have the legal authority to enter into these Terms on behalf of yourself or the business you represent.

By using the service, you represent and warrant that you meet all of the above eligibility requirements.

4. Account and authentication

You sign in to Voice PA using your Google or Microsoft account via OAuth. We do not store your Google or Microsoft password.

You are responsible for maintaining the security of your Google or Microsoft credentials and for all activity that occurs under your Voice PA account.
You must provide accurate and complete business information during onboarding.
You must not share your account with others or create multiple accounts for the same business.
You must notify us immediately at support@voicepa.ai if you believe your account has been compromised.

5. AI receptionist

The Voice PA receptionist is powered by artificial intelligence. It is not a human operator. By using the service, you acknowledge and agree to the following:

AI disclosure — all callers are informed at the start of each call that they are speaking with an AI assistant and that the call may be recorded. This disclosure is required and cannot be disabled.
Call recording — calls handled by the AI receptionist are recorded and transcribed. Recordings and transcripts are stored in accordance with our Privacy Policy.
Accuracy of business information — the AI receptionist uses the business information you provide (services, pricing, availability, service area) to respond to callers. You are responsible for ensuring this information is accurate, complete, and up to date.
AI limitations — the AI may occasionally misinterpret caller requests, provide imperfect responses, or fail to complete a booking correctly. Voice PA is not liable for any loss, damage, or missed business opportunity resulting from AI errors, but we will make reasonable efforts to improve the accuracy and reliability of the service.
Transcript storage — call transcripts and AI-generated summaries are stored and made available to you via the dashboard. They are retained for 12 months from the date of the call (see our Privacy Policy for full retention details).

6. Free trial and subscription

New users receive a 14-day free trial with full access to all features. No credit card is required to start the trial.
After the trial, continued use of the service requires a paid subscription at £10 per week.
Payments are processed securely by Stripe. By subscribing, you authorise recurring weekly charges to your chosen payment method.
You may cancel your subscription at any time via the dashboard. Cancellation takes effect at the end of the current billing period. You will continue to have access until that date.
We do not offer refunds for partial weeks of service.
We reserve the right to change our pricing with at least 30 days' notice. Price changes will not affect your current billing period.

7. Phone numbers and SMS

Phone number ownership — we provision a UK phone number for your use with the service. This number remains the property of Voice PA and is licensed to you solely for use with the service.
SMS consent — SMS messages (booking confirmations, appointment reminders, missed call notifications) are sent to your customers as part of the service. You warrant that you have an appropriate basis to contact your customers in connection with bookings made through the service.
Opt-out — all SMS messages include instructions for recipients to opt out by replying STOP. When a customer opts out, we will cease sending them SMS messages and record the opt-out in compliance with PECR.
Number on cancellation — if you cancel your subscription, your provisioned phone number will be retained for a 30-day grace period. During this period, you may resubscribe and retain your number. After 30 days, the number will be released and may be reassigned.
Prohibited use — you must not use your Voice PA phone number or the SMS capability to send unsolicited marketing messages, spam, or any messages that violate PECR or other applicable regulations.

8. Customer data responsibilities

When the AI receptionist handles calls and bookings on your behalf, personal data about your customers (such as names, phone numbers, email addresses, and booking details) is collected and processed. The following responsibilities apply:

You are the data controller — under UK GDPR, you (the provider) are the data controller for your customers' personal data. You determine the purposes for which their data is collected (e.g., to provide your trade services, manage bookings).
Voice PA is the data processor — we process your customers' personal data on your behalf, solely to provide the Voice PA service. We act on your instructions and do not use customer data for our own purposes.
Your obligations — as data controller, you must ensure that you have an appropriate lawful basis under UK GDPR Article 6 to process your customers' personal data. You must also comply with your obligations under the UK GDPR, including responding to data subject access requests (DSARs) from your customers.
Our obligations — as data processor, we will process personal data only in accordance with your instructions (as defined by your use of the service), implement appropriate technical and organisational security measures, and assist you in meeting your obligations under UK GDPR where reasonably practicable.

This section establishes the controller-processor relationship required by UK GDPR Article 28. For full details of how we process personal data, see our Privacy Policy.

9. Data processing terms

Voice PA processes personal data on behalf of providers as described in our Privacy Policy. The following data processing terms apply:

Processing scope — we process customer personal data solely to operate the AI receptionist service, including answering calls, booking appointments, sending SMS confirmations, and providing call transcripts and summaries via the dashboard.
Sub-processors — we use the following sub-processors to deliver the service: Retell AI (voice and call handling), Twilio (SMS and phone number provisioning), Stripe (payment processing), Google (authentication and calendar), Microsoft (authentication and calendar), Vercel (frontend hosting), and DigitalOcean (backend infrastructure and database). A current list is maintained in our Privacy Policy.
Data security — we implement appropriate technical and organisational measures to protect personal data, including encryption in transit (TLS), encryption at rest, access controls, and regular security reviews.
Data breach notification — in the event of a personal data breach affecting your customers' data, we will notify you without undue delay and in any event within 72 hours of becoming aware of the breach, in accordance with UK GDPR Article 33. The notification will include the nature of the breach, the categories of data affected, and the measures taken or proposed to address the breach.
Data deletion — upon termination of your account, we will delete or anonymise customer personal data in accordance with the retention periods set out in our Privacy Policy, unless retention is required by law.

Voice PA provides mechanisms to capture and manage consent from your customers:

Call recording consent — at the start of each call, our AI receptionist informs callers that they are speaking with an AI assistant and that the call may be recorded. By continuing the call, the caller provides implied verbal consent to recording.
Booking form consent — when customers provide their details during a call or via the booking process, they are informed of how their data will be used.
Consent management page — customers who have interacted with the service can access a consent management page (linked in SMS messages) to view and manage their consent preferences, including opting out of SMS communications.
Provider responsibility — as the data controller for your customers' data, you are responsible for honouring consent withdrawals and data subject requests from your customers. Voice PA will assist by providing consent records and processing opt-out requests received through the service.

11. Acceptable use

You agree not to:

Use the service for any unlawful purpose or in violation of any applicable laws or regulations.
Provide false or misleading information to the AI receptionist or your customers.
Use the service to send unsolicited marketing messages or spam via SMS or any other channel.
Attempt to reverse-engineer, decompile, disassemble, or otherwise derive the source code of any part of the service.
Interfere with, disrupt, or place an undue burden on the service or its infrastructure.
Resell, sublicense, or redistribute the service without our prior written consent.
Use the service in any way that could damage our reputation or the reputation of Voice PA.

We reserve the right to suspend or terminate your account if you breach these acceptable use terms.

12. Intellectual property

Voice PA's IP — all intellectual property rights in the service, including the software, AI models, website, dashboard, branding, and documentation, are owned by Voice PA Limited or our licensors. Nothing in these Terms grants you any rights in our intellectual property except the limited right to use the service in accordance with these Terms.
Your content — you retain ownership of all business information, customer data, and other content you provide to the service. By using the service, you grant us a limited licence to use this content solely to provide and improve the service.
Feedback — if you provide us with feedback, suggestions, or ideas about the service, we may use them without restriction or obligation to you.

13. Limitation of liability

To the maximum extent permitted by applicable law:

Voice PA shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, business opportunities, data, or goodwill, arising from your use of the service.
Our total aggregate liability for any claim arising out of or relating to these Terms or the service shall not exceed the total amount you have paid to us in the 12 months immediately preceding the event giving rise to the claim.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

14. Service availability

We aim to provide a reliable, high-availability service but do not guarantee 100% uptime. The service may be temporarily unavailable due to:

Planned maintenance — we will endeavour to provide reasonable advance notice of scheduled maintenance windows via the dashboard or email.
Unplanned outages — including infrastructure failures, third-party service disruptions, or force majeure events beyond our reasonable control.
Updates and improvements — we may update the service from time to time to add features, fix bugs, or improve performance.

We will make reasonable efforts to minimise disruption and restore the service as quickly as possible following any downtime.

15. Termination

Termination by you — you may cancel your subscription and close your account at any time via the dashboard or by contacting us at support@voicepa.ai. Cancellation takes effect at the end of your current billing period.
Termination by us — we may suspend or terminate your account immediately if you breach these Terms, engage in fraudulent or abusive behaviour, or if we are required to do so by law. We may also terminate your account with 30 days' written notice for any other reason.
Effect of termination — upon termination, your access to the service will cease. Your data will be handled in accordance with our Privacy Policy, including the retention periods described therein. Your provisioned phone number will be retained for a 30-day grace period (see section 7) before being released.

16. Changes to these Terms

We may update these Terms from time to time to reflect changes in our service, business practices, or legal requirements.

We will notify you of material changes via email or through a prominent notice on the dashboard at least 30 days before the changes take effect.
Non-material changes (such as clarifications or formatting updates) may be made without prior notice.
Continued use of the service after changes take effect constitutes your acceptance of the updated Terms.
If you do not agree with any changes, you may terminate your account before the changes take effect.

The “Last updated” date at the top of this page indicates when these Terms were last revised.

17. Governing law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact

If you have any questions about these Terms, please contact us:

Email: support@voicepa.ai
Privacy matters: privacy@voicepa.ai
Company: Voice PA Limited, 128 City Road, London, EC1V 2NX, company number 17057403