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: 14 Sollershott West, Letchworth Garden City, Hertfordshire, SG6 3PX
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, works out when you are free by reading the busy times on your connected calendar, and books appointments on your behalf.
SMS notifications and booking confirmations sent to you and your customers.
Google Calendar, Microsoft Calendar, and Apple Calendar (via CalDAV) integration: we read the busy times of your existing events to work out your availability, and we create, update, or delete booking events as appointments are made, changed, or cancelled. See our Privacy Policy for how we handle Google Calendar data specifically.
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 is 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 is recorded. This disclosure plays on every call, 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).

AI transparency (EU callers)— where a caller is located in the European Union, Article 50 of the EU AI Act requires that people are told when they are interacting with an AI system. The call-start disclosure described above — informing every caller that they are speaking with an AI assistant — already meets this requirement. Voice PA is a UK-focused service, and this note is included for completeness.

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.
You will be prompted to add a payment method during your trial, but you are not required to. If no payment method is in place when your trial ends, your subscription will not start and access to the service will stop.
After the trial, continued use of the service requires a paid subscription. You may choose either £12 per week or £43 per month. Prices shown are the total amount payable.
Payments are processed securely by Stripe. By subscribing, you authorise recurring charges to your chosen payment method at the interval you select — weekly or monthly — until you cancel.
You may switch between the weekly and monthly plans at any time from your dashboard. A change takes effect from your next billing period; we do not refund or pro-rate the period you are already in.
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 billing periods.
We may from time to time offer an extended or promotional trial at our discretion. Any such extension will be confirmed to you in writing.
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 through our telephony provider, Telnyx. This number remains the property of Voice PA and is licensed to you solely for use with the service.
SMS messaging— SMS messages are sent through Telnyx. Transactional messages (booking confirmations, appointment reminders, and missed-call notifications) are sent to your customers as part of the service you have requested and do not require separate marketing consent under PECR. We only send marketing messages with the recipient's explicit consent, in compliance with PECR Regulation 22. 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 your subscription ends — whether you cancel it or your free trial expires without a subscription — your provisioned phone number will be retained for at least 7 days. During that period you may resubscribe and keep the same number. After that period the number is withdrawn from your account and returned to our pool, where it may be reassigned to another customer.
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. Responsibility for that data is shared between you and Voice PA, and how it is shared depends on the data in question:

Caller and booking data — we are joint controllers — for the calls our AI receptionist answers on your behalf (including caller details, bookings, and call recordings), you and Voice PA are joint controllers under UK GDPR Article 26. You run the customer relationship and act on the booking; Voice PA decides how the AI works, what is captured, how long the data is kept, and how it is kept secure. We are not a mere processor acting only on your instructions.
Your provider account — we are the controller — for your own provider account, our website analytics, and the prospect research we carry out, Voice PA is the sole data controller. This is explained in our Privacy Policy.
Your responsibilities— you must have an appropriate lawful basis under UK GDPR Article 6 for your own use of your customers' personal data (for example, to provide your trade services and follow up on bookings). You must deal fairly and lawfully with your customers, honour any consent withdrawals or data-subject requests they bring to you directly, and pass on to us promptly any request that concerns the data we control (such as a call recording, a retention question, or a security matter).
Our responsibilities— we provide the call-start disclosure (that the caller is speaking with an AI assistant and that the call is recorded), set and document the lawful basis for recording (legitimate interests, UK GDPR Article 6(1)(f)), implement appropriate technical and organisational security measures, apply our retention periods, and handle access and erasure requests through our data-subject request process.

This section, together with our Privacy Policy, sets out how responsibility for your customers' personal data is shared between you and Voice PA as joint controllers under UK GDPR Article 26. For full details of how personal data is handled, see our Privacy Policy.

9. Data processing terms

As joint controllers of the caller and booking data described in section 8, the following terms apply to how that data is handled:

Scope of use— caller and booking data is used to operate the AI receptionist service, including answering calls, booking appointments, sending SMS confirmations, and providing call transcripts and summaries via the dashboard. We do not sell this data or use it for unrelated purposes.
Sub-processors — we rely on third-party service providers to deliver the service (for example, Telnyx for voice, call recording, and SMS). The full and current list, together with each provider's purpose and data location, is maintained in our Privacy Policy. We do not maintain a separate list here so that there is a single, authoritative source.
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— if we become aware of a personal data breach affecting caller or booking data, we will notify you without undue delay. As the party responsible for the systems that hold this data, we will notify the Information Commission where the breach meets the threshold in UK GDPR Article 33 (within 72 hours of becoming aware of it) and affected individuals where required. Our notification to you will include the nature of the breach, the categories of data affected, and the measures taken or proposed to address it.
Data deletion — upon termination of your account, we will delete or anonymise caller and booking 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 disclosure— at the start of each call, our AI receptionist informs callers that they are speaking with an AI assistant and that the call is recorded. We rely on our legitimate interests as the lawful basis for recording (UK GDPR Article 6(1)(f)); the call-start disclosure means callers are on notice and can end the call if they do not wish to be recorded.
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.

In addition, Voice PA is a regulated telephony and messaging service that relies on third-party carriers and communications providers. To protect our customers, our reputation, and our providers, you must not use the service in connection with, or on behalf of, any of the following business types or purposes. We may refuse to provide, suspend, or immediately terminate the service, at our sole discretion, where we reasonably believe it is being used for any of them:

Adult or sexual services— escort or adult entertainment services, pornography, or any sexually explicit service.
Illegal activity— any business, product, or service that is unlawful under the laws of England and Wales, or that promotes, facilitates, or enables illegal activity.
Harassment or abuse— using the service to harass, abuse, threaten, stalk, defame, or intimidate any person.
Fraud, scams, and deception— fraudulent, deceptive, or misleading schemes, including phishing, impersonation, fake invoicing, advance-fee schemes, or any attempt to obtain money or data by deception.
Unsolicited marketing and spam— using the service or your Voice PA number to make or facilitate unsolicited marketing calls or messages, automated/robocalls, bulk messaging, or any traffic that breaches PECR or our carriers' acceptable use policies (see section 7).
Regulated activities we do not serve— activities requiring a regulator's authorisation that you do not hold, including consumer credit, lending, or debt collection (FCA); gambling or betting; the supply of prescription medicines or regulated medical or pharmaceutical advice; and any other activity for which you lack the required licence, registration, or authorisation.
Restricted or dangerous goods— the sale or supply of weapons, ammunition, controlled drugs, or other goods whose sale is restricted or prohibited by law.
Hate, violence, and extremism— content or services that promote hatred, violence, terrorism, or extremist activity, or that discriminate against any protected group.
Carrier and provider risk— any use that breaches the acceptable use policies of our telephony or messaging providers, or that would place our phone numbers, message routes, or provider relationships at risk — including premium-rate fraud, “wangiri” (one-ring) schemes, traffic pumping, grey-route or SIM-box traffic, and number spoofing.
Impersonation— holding yourself out as Voice PA, or as a person or business you are not authorised to represent.

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 at least 7 days (see section 7) before being withdrawn.

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.
We will not ask you to formally re-accept the Terms. Continued use of the service after the changes take effect is treated as 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, 14 Sollershott West, Letchworth Garden City, Hertfordshire, SG6 3PX, company number 17057403

Data-protection complaints — if you have a concern about how Voice PA handles personal data, you can complain to us at privacy@voicepa.ai and, if you remain unhappy, to the Information Commission (formerly the Information Commissioner's Office). Section 11 of our Privacy Policysets out the full complaints route, including our 30-day acknowledgement and the regulator's contact details.