Terms & Conditions

The statement of work is the agreement

Before any work starts we send a written statement of work naming the deliverables, the timeline, the price, and what is explicitly not included. Nothing gets built on the strength of a phone call. If a request falls outside that document, we quote it separately rather than absorbing it quietly and running out of time later.

You own every account we touch

Third-party services used in your system — telephony, model providers, CRM, scheduling, hosting — are registered in your company name and billed to your payment method. You receive those invoices directly. We do not resell software, mark it up, or place your business inside a subscription that belongs to us.

You grant us access to operate those accounts on your behalf. We use that access only for the work described in the statement of work, and we tell you before adding any new paid service.

Vendor charges are yours and are separate from our fees. We give an estimate before anything is switched on, but usage-based pricing is set by those vendors and can move.

Setup on signature, retainer monthly

• Setup is invoiced in full at signature and is non-refundable once build work begins.
• Retainers are billed monthly in advance, with the first two months payable at the start.
• Retainers run for a minimum of six months, then continue month to month.
• Any agreed increase to the retainer is written into the statement of work at signature, with its date. We do not raise a price mid-term.
• Invoices are due within fourteen days. Work pauses on accounts more than thirty days overdue, after we have told you in writing.

Operation, not unlimited building

The retainer covers running the system: monitoring, fixing what breaks, tuning prompts and routing, small changes, and a monthly account of what it did. It does not cover new features, new integrations, or a second system — those are quoted as their own piece of work.

Support hours are stated in the statement of work. Anything beyond them is billed at the hourly rate written there, and we flag it before it is spent.

Separate, and not ours to reuse

Each client runs in an isolated environment. Your data is never pooled with another client's, never used to train anything, and never shared beyond the vendors your system runs on.

Where a system handles regulated data — health records, payment details, recorded calls — that is named in the statement of work along with the specific obligations it carries. As the owner of the data and the accounts, you remain the controller, and compliance duties under laws such as TCPA or HIPAA sit with you. We build to meet them and we tell you plainly where a requested design would not.

The work is yours on payment

On full payment for a phase, everything built specifically for you — configuration, prompts, integrations, application code, documentation — becomes yours, delivered in a repository you own.

We keep ownership of the general tooling, templates and internal libraries that predate your project or that we develop across clients, and we grant you a perpetual licence to keep using them inside your system. We do not reuse anything specific to your business, your data, or your customers.

Both directions, and it outlasts the engagement

Neither side discloses the other's non-public information. We will not name you as a client, publish a case study, or quote a result without your written approval of the exact wording. That approval can be withdrawn later, and we will take the page down.

Thirty days, and nothing switches off

After the minimum term, either side may end the retainer with thirty days' written notice. Either side may end it immediately for a material breach that is not fixed within fifteen days of being raised in writing.

On the last day we revoke our own access, hand over the repository and the operating notes, and answer questions for thirty days at no charge. Because the accounts were always yours, the system keeps running. There is no export request, no migration, and nothing held back as leverage.

The honest limits

We do not guarantee a revenue figure, a conversion rate, or a specific number of recovered calls. Those depend on your market, your pricing and your team, and anyone promising them in advance is guessing.

We do not guarantee that third-party services stay available, keep their prices, or keep behaving the same way. When a vendor changes something under us, we tell you and propose the fix.

Our total liability is limited to the fees you paid us in the three months before the claim. Neither side is liable for indirect or consequential losses.

Not retroactively

We may update this page. Changes apply to engagements signed after the date shown below and never to one already running. Terms for a live engagement change only by written agreement between us.

Governing law and venue are named in the statement of work.