These Terms of Service ("Terms") govern your use of the Tradevoice voice AI service (the "Service") provided by Tradevoice Ltd, a company registered in England and Wales with company number 17194558 and registered office at 87 Heeley Bank Road, Sheffield, South Yorkshire, S2 3GL, England ("Tradevoice", "we", "us", "our").
By subscribing to a plan or otherwise using the Service, you ("the Customer", "you", "your") agree to be bound by these Terms. If you do not agree to these Terms, do not use the Service.
1.1 The Service is a software-as-a-service (SaaS) AI receptionist designed for UK tradespeople. The core features include:
1.2 The Service is provided over the internet on a subscription basis. We do not supply the Service as a one-off product or perpetual licence.
1.3 No customer login. The Service is deliberately built without a customer dashboard or app. We configure and maintain your assistant on your behalf. Where these Terms require you to give us an instruction, you may do so by email or by telephone, and we will confirm it in writing.
1.4 We may modify, add to, or remove features of the Service from time to time. We will not materially reduce the core features of your subscribed plan without giving you at least 30 days' notice and the right to cancel without penalty if you do not accept the change.
2.1 You may only use the Service if you are at least 18 years old and either:
2.2 The Service is sold for business use. If you are an individual buying for purposes wholly or mainly outside your trade, business, craft or profession, please contact us before subscribing — additional consumer protections under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply, and certain provisions of these Terms (in particular the limitations of liability in clause 13 and the cooling-off provisions in clause 4) are read subject to those statutory rights, which cannot be excluded.
2.3 You are responsible for the accuracy of the information you provide to us, both when you subscribe and afterwards.
3.1 Subscription plans, features and prices are set out on our website at tradevoice.uk/#pricing. The plan you select forms part of these Terms.
3.2 Subscriptions are billed monthly or annually in advance, as you choose at sign-up. Annual subscriptions are charged at ten months' fee for twelve months' service. The first charge is taken on the day your subscription starts, and subsequent charges on the same day of each billing period.
3.3 All fees are in pounds sterling (GBP). Prices on our website are exclusive of VAT, which will be added at the prevailing rate where applicable.
3.4 Payment is taken by Direct Debit, card, or another supported method via our payment processor. By subscribing, you authorise us to collect the recurring fee from your nominated payment method until you cancel.
3.5 If a payment fails, we will retry it and notify you. If payment remains outstanding after 7 days, we may suspend your access to the Service and, after a further 14 days, terminate your subscription. Suspension does not relieve you of your obligation to pay accrued fees.
3.6 We may change our prices on at least 30 days' written notice by email. If you do not accept the price change, you may cancel before it takes effect; continued use of the Service after the effective date constitutes acceptance.
3.7 Unlimited calls and fair use. Your plan includes unlimited calls. There is no per-call charge, no per-minute charge, and no overage fee of any kind. Calls screened out as sales or nuisance calls are not counted at all.
3.8 Each plan carries a fair-use allowance of talk time, published with the plan at tradevoice.uk/#pricing. The allowance exists only to prevent a single account consuming a disproportionate share of the Service, and almost no customer approaches it. If your usage approaches or exceeds it, we will contact you and discuss moving you to a plan that fits. We will not invoice you for exceeding a fair-use allowance, and we will not move you to a higher-priced plan without your agreement. If we cannot agree, either of us may end the subscription on 30 days' notice under clause 12.
3.9 Late payment in B2B. Where you are not a consumer, we reserve our statutory right to claim interest and reasonable recovery costs on overdue sums under the Late Payment of Commercial Debts (Interest) Act 1998.
4.1 No fixed term. Subscriptions are rolling. There is no minimum term and no cancellation fee.
4.2 How to cancel. You may cancel at any time by emailing us from the address registered to your account, or by telephoning us. We will confirm the cancellation in writing. There is no dashboard to cancel in, and you do not need to give a reason.
4.3 Effect of cancellation. Cancellation takes effect at the end of your current billing period. You retain access to the Service until that date. You must remove the call forwarding from your business number to Tradevoice, or your callers will reach a number that no longer answers on your behalf. We will remind you how to do this.
4.4 No partial-period refunds are given for cancellation mid-period, except where required by law or where clause 4.6 applies.
4.5 Cooling-off period. Where you qualify as a "consumer" under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel within 14 days of subscribing without giving a reason. Because the Service is set up for you immediately and you have given express consent for it to begin during the cancellation period, your right to cancel under those Regulations may be lost once the Service has been fully provided. Where the Service has been partly provided, we may charge a proportionate amount for the part provided. This clause does not apply to business customers, but the money-back guarantee in clause 4.6 does.
4.6 Money-back guarantee. If, in your first calendar month of paid subscription, the Service does not book at least one job for you, you may request a full refund of that month's subscription fee by emailing us within 14 days of the end of that month. We will issue the refund to your original payment method within 14 days of accepting your request. The guarantee applies once per customer and only to the first paid month. It does not extend to subsequent months or to optional add-ons.
5.1 We build and maintain your assistant. To do that we need information from you: your trade, service area, working hours, the hours you are willing to be booked, your rates, the jobs you will not take, and the questions your customers commonly ask. We may also read the public pages of your website.
5.2 You are responsible for the accuracy of that information. The assistant repeats what you have told us. If your prices change, your coverage changes, or anything else material changes, tell us and we will update it. We cannot know that something has changed unless you say so.
5.3 What the assistant will not do. The assistant answers questions about your business. It does not give technical advice to your callers about their own property, installation or job. It will not tell a caller whether an existing installation is safe or compliant, what specification of anything they need, whether work requires building regulations approval or other authorisation, or whether another trade's work was done correctly. Those questions are taken down and passed to you. We will not remove or relax this restriction on request.
5.4 Emergency and same-day work. The assistant does not book urgent same-day work. It takes the details and tells the caller you will ring back, so that you decide. The Service must not be relied upon for emergency call handling. See also clause 7.1.
6.1 To use the Service, you must:
6.2 Calendar access. Where your plan includes it, you may give us a credential allowing us to read the calendars you nominate and to write bookings into one of them. You confirm that you are entitled to grant that access. You may revoke it at any time directly with your calendar provider. We will delete the connection when your subscription ends, but only you can revoke the credential at your provider's end, and we will ask you to do so.
6.3 Follow-up messages and review requests. Where your plan includes them and you have asked us to switch them on, we send these to your callers on your instruction and on your behalf. Messages of this kind are electronic marketing under PECR. You are the sender for regulatory purposes and are responsible for having a lawful basis, for honouring objections, and for the content you approve. We will stop sending on request at any time, and we will act on any objection a recipient raises with us directly.
7.1 You must not use the Service to:
7.2 We may suspend or terminate your subscription immediately if we reasonably believe you have breached this clause, with notice where practicable.
8.1 We aim to provide the Service 24/7. We do not guarantee uninterrupted or error-free operation. Scheduled maintenance, third-party telecoms or AI-provider outages, and force majeure events (clause 15) may cause temporary unavailability.
8.2 Where reasonably possible, we will give advance notice of planned maintenance by email.
8.3 Support is provided by email and by telephone. Response times depend on your plan as set out at tradevoice.uk/#pricing. Priority support is provided during UK business hours (Monday to Friday, 9am–6pm, excluding bank holidays).
8.4 If the Service is materially unavailable for an extended period attributable solely to our fault, we will, at our discretion, extend your subscription period by an equivalent amount or apply a service credit. This is your sole and exclusive remedy for unavailability, save for any non-excludable statutory rights.
9.1 The Service uses artificial intelligence, including speech-to-text, large language models and text-to-speech. By its nature, AI may occasionally:
9.2 We configure the assistant to answer from the information you have given us and to refer anything outside it to you rather than guessing. We do not represent that it will never be wrong.
9.3 You acknowledge and agree that:
9.4 Transparency to callers. The assistant identifies itself as an assistant and will always answer honestly if a caller asks whether they are speaking to a person. You may choose whether it makes a fuller announcement at the start of each call. As the controller of your caller data, deciding what your callers are told, and ensuring it meets your own obligations, is your responsibility. See clause 10.
10.1 The Service records and transcribes inbound calls in order to operate. By using the Service, you instruct us to record, transcribe, store and process those calls on your behalf.
10.2 Our processing of personal data is governed by:
10.3 Both documents are incorporated into these Terms by reference. By subscribing, you enter into the DPA on the terms set out at that URL.
10.4 You are responsible for informing your callers, where required, that their calls may be recorded and transcribed, and for having a lawful basis for the processing instructions you give us.
11.1 Our IP. The Service, including all software, models, voice prompts, documentation, branding and trade marks, is owned by Tradevoice Ltd or its licensors. We grant you a non-exclusive, non-transferable, non-sublicensable licence to use the Service for the duration of your subscription. Nothing in these Terms transfers any of our intellectual property rights to you.
11.2 Your data. You retain ownership of all content and data the Service captures on your behalf, including call audio, transcripts, summaries and configuration data ("Customer Data"). You grant us a worldwide, royalty-free licence to host, store, process and transmit Customer Data solely as necessary to provide the Service.
11.3 No AI training on your data. We do not use Customer Data to train our own or any third-party AI models, and we do not permit our sub-processors to do so.
11.4 Aggregated, anonymised metrics. We may compute and use aggregated, anonymised statistics about how the Service is used for the purposes of improving and marketing it. Such statistics will not identify you or any caller.
11.5 Feedback. If you give us feedback or suggestions, you grant us an irrevocable, royalty-free licence to use them without obligation.
12.1 You may cancel at any time as set out in clause 4.
12.2 We may suspend or terminate your subscription immediately, on written notice, if:
12.3 We may terminate the Service generally on at least 60 days' notice, refunding any prepaid fees covering the period after termination.
12.4 Effect of termination. On termination:
13.1 Statutory rights preserved. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded under English law.
13.2 Excluded losses. Subject to clause 13.1, we are not liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for loss of profits, revenue or anticipated savings; loss of business, business opportunity, contracts or goodwill; loss of or damage to reputation; loss arising from a missed, dropped, mishandled or mis-transcribed call where the loss could not reasonably have been foreseen at the time you subscribed; or indirect or consequential loss.
13.3 Liability cap. Subject to clauses 13.1 and 13.2, our total aggregate liability arising under or in connection with these Terms in any 12-month period is limited to the greater of the total fees paid by you in the 12 months preceding the event giving rise to the claim, and £500.
13.4 Reasonableness. The exclusions and limitations in this clause reflect a fair allocation of risk in light of the subscription fees, the nature of the Service including its dependence on third-party telecoms and AI providers, and the availability of insurance to both parties. They are intended to be reasonable for the purposes of the Unfair Contract Terms Act 1977.
14.1 You agree to indemnify, defend and hold harmless Tradevoice, its directors, employees and agents from and against any third-party claim, liability, cost or expense (including reasonable legal fees) arising out of or in connection with:
14.2 This clause does not apply where you are a consumer.
15.1 Neither party is liable for any failure or delay in performing its obligations (other than payment obligations) caused by events beyond its reasonable control, including acts of God, war, civil unrest, terrorism, pandemic, government action, internet or telecoms failures, third-party AI or voice provider outages, fire, flood and industrial action.
15.2 If a force majeure event continues for more than 30 days, either party may terminate the affected subscription on written notice without liability.
16.1 We may update these Terms from time to time to reflect changes in the Service, in the law, or in our business practices.
16.2 For changes that materially affect your rights or obligations, we will give at least 30 days' written notice by email. If you do not accept the change, you may cancel before it takes effect.
16.3 For minor changes, we will update the "Last updated" date at the top of this page; continued use after that date constitutes acceptance.
17.1 Entire agreement. These Terms, together with our Privacy Policy, DPA, and the plan you selected, constitute the entire agreement between you and Tradevoice and supersede any prior agreements, statements or understandings.
17.2 No reliance. You confirm that, in entering into these Terms, you have not relied on any representation, statement or warranty not expressly set out in them. This does not exclude liability for fraudulent misrepresentation.
17.3 Assignment. You may not assign or transfer your rights or obligations without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganisation, or sale of all or substantially all of our assets, on notice to you.
17.4 No partnership. Nothing in these Terms creates a partnership, agency, joint venture or employment relationship.
17.5 Severability. If any provision is held unlawful, void or unenforceable, the remaining provisions continue in full force.
17.6 No waiver. A failure or delay in enforcing any provision is not a waiver of it.
17.7 Notices. Notices to you may be given by email to your registered address. Notices to us must be sent by email and, where formal notice is required, also by post to Tradevoice Ltd, 87 Heeley Bank Road, Sheffield, South Yorkshire, S2 3GL, England.
17.8 Third-party rights. A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.
17.9 Governing law. These Terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes), are governed by and construed in accordance with the laws of England and Wales.
17.10 Jurisdiction. The courts of England and Wales have exclusive jurisdiction. Where you are a consumer resident elsewhere in the United Kingdom, you may also bring proceedings in the courts of the part of the UK in which you are resident.
17.11 Complaints. If you have a complaint, please contact us first and we will always try to resolve it directly. If we cannot, consumer customers may also be able to use an alternative dispute resolution scheme; we will provide details on request.
Email: [email protected]
Phone: 0800 088 4336
Post: Tradevoice Ltd, 87 Heeley Bank Road, Sheffield, South Yorkshire, S2 3GL, England
Company number: 17194558 (registered in England and Wales)