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 creating an account, 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 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 at [email protected] 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 12 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 when registering and for keeping your account credentials secure. You must notify us immediately at [email protected] if you suspect unauthorised access to your account.
2.4 You are responsible for all activity that occurs under your account, including any actions taken by people you authorise to access it.
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 in advance. The first charge is taken on the day your subscription starts (or, if you are on a free trial, on the day the trial ends and the subscription begins). Subsequent charges are taken on the same day each month.
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 card or other supported payment method via our payment processor. By subscribing, you authorise us to charge the recurring monthly fee to 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 account. 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 to your account email address). 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 Plan limits. Some plans include usage limits (for example, a maximum number of AI-answered calls per month). If you exceed your plan limit, we will notify you and either (a) prompt you to upgrade or (b) charge a per-call overage fee disclosed at the point of overage. We will not charge overages without notifying you first.
3.8 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 monthly. There is no minimum term and no cancellation fee.
4.2 How to cancel. You may cancel your subscription at any time by:
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, after which your access ends and your call-forwarding to Tradevoice should be removed by you.
4.4 No partial-month refunds are given for cancellation mid-period, except where required by law or where clause 4.6 (the money-back guarantee) 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 delivered immediately on subscribing 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 you 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 [email protected] 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 any optional add-ons.
5.1 To use the Service effectively, you must:
5.2 You acknowledge that the AI agent will be configured based on the information you provide, and that the quality of the Service depends on the accuracy and completeness of that information.
6.1 You must not use the Service to:
6.2 We may suspend or terminate your account immediately if we reasonably believe you have breached this clause 6, with notice where practicable.
7.1 We aim to provide the Service on a 24/7 basis with high availability. We do not guarantee uninterrupted or error-free operation. Scheduled maintenance, third-party telecoms or AI-provider outages, and force majeure events (clause 14) may cause temporary unavailability.
7.2 Where reasonably possible, we will give advance notice of planned maintenance via email or in-product notification.
7.3 Support is provided by email to [email protected]. Response times depend on your subscription plan as set out at tradevoice.uk/#pricing. Priority support on the Pro and Crew plans is provided during UK business hours (Monday to Friday, 9am–6pm, excluding bank holidays).
7.4 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.
8.1 The Service uses artificial intelligence — including speech-to-text, large language models, and text-to-speech — to handle calls and generate output. By its nature, AI may occasionally:
8.2 You acknowledge and agree that:
8.3 We will inform callers at the start of each call that they are speaking with an automated assistant, in line with applicable transparency requirements.
9.1 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.
9.2 Our processing of personal data is governed by:
9.3 Both documents are incorporated into these Terms by reference. By subscribing, you enter into the DPA on the terms set out at the URL above.
9.4 You are responsible for informing your callers, where required, that their calls may be recorded and transcribed, and for having a lawful basis under UK GDPR for the processing instructions you give us. Tradevoice will play an automated disclosure to callers at the start of each call as a baseline measure, but this does not relieve you of your own data-protection obligations.
10.1 Our IP. The Service, including all software, models, voice prompts, dashboards, 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 and in accordance with these Terms. Nothing in these Terms transfers any of our intellectual property rights to you.
10.2 Your data. You retain ownership of all content and data you upload to the Service or that the Service captures on your behalf — including call audio, transcripts, summaries, configuration data and quotes ("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.
10.3 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. This is set out in our DPA.
10.4 Aggregated, anonymised metrics. We may compute and use aggregated, anonymised statistics about how the Service is used (for example, average call duration, common job types) for the purposes of improving and marketing the Service. Such statistics will not identify you or any individual caller.
10.5 Feedback. If you give us feedback, suggestions or ideas about the Service, you grant us an irrevocable, royalty-free licence to use them without obligation.
11.1 You may terminate (cancel) your subscription at any time as set out in clause 4.
11.2 We may suspend or terminate your subscription immediately, on written notice (which may be by email), if:
11.3 We may terminate the Service generally (i.e. for all customers) on at least 60 days' notice, in which case we will refund any prepaid fees covering the period after the termination date.
11.4 Effect of termination. On termination of your subscription:
12.1 Statutory rights preserved. Nothing in these Terms excludes or limits our liability for:
12.2 Excluded losses. Subject to clause 12.1, we are not liable to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for:
12.3 Liability cap. Subject to clauses 12.1 and 12.2, our total aggregate liability to you arising under or in connection with these Terms or your use of the Service in any 12-month period is limited to the greater of:
12.4 Reasonableness. The exclusions and limitations in this clause 12 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.
13.1 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:
13.2 This clause does not apply where you are a consumer.
14.1 Neither party is liable for any failure or delay in performing its obligations under these Terms (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.
14.2 If a force majeure event continues for more than 30 days, either party may terminate the affected subscription on written notice without liability.
15.1 We may update these Terms from time to time to reflect changes in the Service, in the law, or in our business practices.
15.2 For changes that materially affect your rights or obligations, we will give you at least 30 days' written notice (by email to your registered address and/or via in-product notification). If you do not accept the change, you may cancel before it takes effect.
15.3 For minor changes (clarifications, typo fixes, additions that do not materially affect your rights), we will update the "Last updated" date at the top of this page; continued use of the Service after that date constitutes acceptance.
16.1 Entire agreement. These Terms (together with our Privacy Policy, DPA, and the plan-specific terms displayed at sign-up) constitute the entire agreement between you and Tradevoice and supersede any prior agreements, statements or understandings.
16.2 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.
16.3 Assignment. You may not assign or transfer your rights or obligations under these Terms 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.
16.4 No partnership. Nothing in these Terms creates a partnership, agency, joint venture or employment relationship between you and Tradevoice.
16.5 Severability. If any provision of these Terms is held to be unlawful, void or unenforceable, the remaining provisions continue in full force.
16.6 No waiver. A failure or delay by either party in enforcing any provision of these Terms is not a waiver of that or any other provision.
16.7 Notices. Notices to you may be given by email to your registered address. Notices to us must be sent to [email protected] and, where formal notice is required, also by post to Tradevoice Ltd, 87 Heeley Bank Road, Sheffield, South Yorkshire, S2 3GL, England.
16.8 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 of these Terms.
16.9 Governing law. These Terms, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes), are governed by and construed in accordance with the laws of England and Wales.
16.10 Jurisdiction. The courts of England and Wales have exclusive jurisdiction to settle any such dispute or claim. 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.
16.11 Complaints. If you have a complaint, please contact us first at [email protected] — we'll always try to resolve things directly. If we cannot resolve it, consumer customers may also be able to use an alternative dispute resolution scheme; we will provide details on request.
For any questions about these Terms:
Email: [email protected]
Post: Tradevoice Ltd, 87 Heeley Bank Road, Sheffield, South Yorkshire, S2 3GL, England
Company number: 17194558 (registered in England and Wales)