AI Assistant Terms

1. Your plan

1.1 We set up, host and look after an AI assistant for your business on the plan you choose:

1.2 Every plan includes setup, hosting and running costs, the support in section 3, and for phone plans a UK phone number we provide and the booking-link texts the assistant sends during calls. There is no setup fee.

1.3 How usage is counted:

• A chat answer is each reply the assistant sends to a visitor. Error messages and replies that fail to send are not counted.
• Phone minutes are measured to the second, from when the assistant answers until the call ends, and added up across the month. Time on a call the assistant transfers to you still counts. Unanswered calls, failed connections and calls under 10 seconds do not count.
• Allowances reset on your monthly billing date. Unused answers and minutes do not roll over.
• Your own phone provider's charges for forwarding calls to your assistant's number are yours to pay.

1.4 Extra phone minutes cost 20p each and are charged after the billing month ends. We email you when you reach 80% and 100% of your minutes. Your monthly limit for extra minutes is £20 unless we agree a different limit by email. When the limit is reached, calls go to a voicemail that we email to you until your next billing date or until you raise the limit. We do not charge for calls we reasonably believe are spam, or for minutes caused by a fault on our side. If you think a charge is wrong, tell us within 30 days and we will check the call records with you.

1.5 When a chat assistant reaches its monthly answers, it shows your contact details instead until your next billing date. You can move to a bigger plan at any time.

1.6 Your assistant is an AI. It says so at the start of every call and chat, answers from the information you give us, and can still make mistakes.

2. Getting started

2.1 You pay your first month at checkout. Your first month and its allowance start on the day your assistant goes live, not the day you pay.

2.2 On the setup call we check that your phone, website and booking systems work with your plan. We aim to have your assistant live within 5 working days of receiving everything on our setup checklist.

2.3 If you have not sent what we need within 30 days of paying, your first month starts on that day anyway.

2.4 We refund everything you have paid if you cancel before your assistant goes live, or if a feature included in your plan cannot work with your systems and you decide not to continue without it.

3. Support and changes

3.1 Support is by email to hello@altrensa.co.uk. We reply within 1 working day (Monday to Friday, 9am to 5pm).

3.2 Routine changes are included: opening hours, prices, services, FAQs, contact details and booking links. Starter plans include 1 update a month and Plus plans 2 updates a month. An update is one email request, which can cover several small edits.

3.3 On Plus plans, "monthly check and tuning" means we review a sample of that month's chats or calls and correct answers the assistant got wrong.

3.4 New workflows, new integrations, extra websites or phone numbers, and rebuilds are not included. We quote for them separately before doing any work.

4. Payment, notice and cancelling

4.1 You pay monthly in advance by card through Stripe on your billing date. Prices have no VAT added while we are not VAT registered. If we register, we will tell you first and add VAT from that date.

4.2 There is no minimum term. Either of us can end the service with 30 days' notice by email to hello@altrensa.co.uk. We confirm your notice by email within 1 working day, and the 30 days run from the day we receive it. Your service ends 30 days after we receive your notice. If that falls part-way through a billing month, your last charge covers only the days up to the end date. Extra minutes used before the end date are charged to your card after it.

4.3 If we end the service for any reason other than your breach, we refund any fees you have paid for time after the end date.

4.4 If a payment fails and is not fixed within 14 days, we may pause your assistant until it is paid, after telling you by email.

4.5 We may change our prices with at least 30 days' notice by email. If you give notice before the new price starts, you pay the old price until your service ends.

5. Your part

5.1 You give us accurate information about your business, prices and policies, and tell us when it changes so we can update the assistant.

5.2 You are responsible for forwarding your calls to the assistant's number, and for the booking or calendar accounts you connect.

5.3 You must not use the assistant for anything unlawful, misleading or harmful, or for cold calling.

5.4 You tell callers and website visitors in your own privacy notice that you use an AI assistant and that calls and chats are transcribed. We give you suggested wording.

6. Health information

6.1 If you run a clinic or similar business, the assistant handles admin only: bookings, prices, opening hours and messages. It does not give medical advice, does not ask about symptoms, and tells anyone describing an emergency to call 999, or 111 if it is not an emergency.

6.2 Callers may still mention health details. You are the controller of that information and are responsible for having a lawful basis and a special category condition for it. We process it only to run your assistant. We email you messages that sound urgent as soon as the call ends.

7. Data

7.1 For the chats and calls your assistant handles, you are the controller and we are your processor. Our Data Processing Terms form part of these terms. They list our current sub-processors and explain how data sent outside the UK is protected. We will tell you before we add or replace a sub-processor, and you can object.

7.2 Stripe handles your payment details for our own billing. It is not a processor of your callers' or visitors' data.

7.3 What we keep:

• Call audio: not kept.
• Call transcripts, call summaries and chat transcripts: 12 months, then deleted.
• The call summary emails we send you are yours to keep under your own policy.

7.4 When the service ends, you can ask for an export of your transcripts and your assistant's content within 30 days. We delete your data within 60 days of the end date, and our providers' backups expire within a further 30 days.

8. Reliability and fallback

8.1 We aim for your assistant to be available at all times, but it relies on third-party services.

8.2 For phone plans, we set up a fallback so calls go to a voicemail that we email to you if the assistant cannot answer.

8.3 An outage means the assistant answers no calls or chats for 4 hours or more in a row because of a fault on our side or our suppliers'. Faults with your phone line, forwarding, website or internet connection do not count. For each started 24 hours of outage, we credit one day's fee on your next bill if you ask within 30 days.

9. Ownership and ending

9.1 You own your business content and your data. We own our software, prompts, templates and configuration, and you can use them while you subscribe.

9.2 You keep your own business number, and callers keep calling it. Your calls are forwarded to an assistant number we provide behind the scenes, and booking texts are sent from that number. It stays with us when the service ends. When the service ends, you remove the forwarding to our number, and we tell you how. For 30 days after that, our number plays a message giving callers your own number.

10. Liability

10.1 We will set up and run your assistant with reasonable skill and care. We are not responsible for errors caused by inaccurate, out-of-date or incomplete information you give us, or for problems with your own phone lines, website or systems.

10.2 We are not liable for lost profits, lost revenue, lost business or indirect losses.

10.3 Our total liability in each contract year is limited to the greater of £500 and the fees paid or payable in the 12 months before the event that caused the claim. A contract year is each 12 months from your go-live date, and related claims count as one claim.

10.4 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

11. General

11.1 Suspension. We may suspend your assistant straight away for abuse, unlawful use or a security risk. We will tell you as soon as we can and restore the service once the problem is fixed.

11.2 Breach. Either of us can end the service straight away if the other seriously breaches these terms and does not fix the breach within 14 days of being asked to.

11.3 Confidentiality. Each of us keeps the other's business information confidential, not just personal data.

11.4 Which document wins. On data protection, the Data Processing Terms win. Otherwise these terms win over the plan description on our website.

11.5 Changes. We keep a dated copy of every version of these terms, and the version you accepted applies until we give you 30 days' notice of a new one. If a change is materially worse for you, you can end the service before it applies.

11.6 Law. These terms are governed by the law of England and Wales, and its courts decide any dispute.