Terms of Service

These Terms of Service govern your use of DeskCaller, an AI phone agent service operated by Conovo Ltd at 268 Bath Road, Slough, SL1 4DX, United Kingdom.

By signing up for DeskCaller, you agree to these terms. If you do not agree, please do not use our service.

1. The Service

DeskCaller is a managed AI phone agent service. This means:

• We build and configure a custom AI phone agent for your business
• The agent answers incoming calls to your business phone number
• The agent can qualify leads, book appointments, answer questions, and update your CRM
• We manage, maintain, and monitor the agent on your behalf
• We provide monthly performance reviews and make improvements based on your feedback

This is a service, not a self-serve software platform. You do not manage the AI agent yourself – we do it for you.

2. Payment Terms

Service-Based Engagement

DeskCaller operates as a managed service engagement, not a subscription. Every engagement is custom-scoped during your discovery call and may include:

• AI Agent Setup: One-time setup including script writing, voice configuration, testing, and launch
• Telephony Setup: One-time configuration of phone number provisioning, call routing, and SIP infrastructure
• CRM or Calendar Integration: Integration with platforms like HubSpot, GoHighLevel, Pipedrive, Zoho CRM, Salesforce, Google Calendar, Calendly, Outlook, or custom REST APIs
• Monthly Management: Ongoing monthly service for agent hosting, monitoring, script updates, monthly review calls, and direct support

Pricing is provided on your discovery call based on your specific requirements. Custom integrations, multi-agent setups, and bespoke dashboards are individually scoped.

3 months Minimum Commitment

All DeskCaller engagements include a 3 months minimum commitment for ongoing management services from your go-live date. This is because:

• We invest significant time building and configuring your custom agent during onboarding
• It takes at least 6 to 8 weeks of live calling to properly train and optimize your agent
• Most businesses see the best results after the first full month of operation

After the initial 3 months, your monthly management service continues on a rolling monthly basis until you provide 30 days notice to cancel.

Payment Method and Billing

By engaging our services, you authorize us to invoice you for:

• One-time setup and integration fees, invoiced when work begins
• Monthly maintenance fees, invoiced in advance at the start of each billing month
• Additional customization or development work, invoiced when scoped and approved

Failed Payments

If your payment is not received by the due date:

• Day 1: You will receive an email notification requesting payment
• Day 3: A reminder will be sent
• Day 7: If payment is still outstanding, your AI agent will be suspended and will stop answering calls
• Day 14: If payment has not been received, your service will be terminated and all data will be deleted after 30 days

You remain responsible for all outstanding fees even if the service is suspended.

3. Cancellation Policy

You can cancel your DeskCaller subscription at any time after the 3 months minimum term by providing 30 days written notice.

To cancel:

1. Email contact@deskcaller.com with "Cancellation Request" in the subject line
2. Include your account email address and business name
3. Your cancellation will take effect 30 days after we receive your notice

4. Refund Policy

No refunds are provided once onboarding has begun.

Onboarding begins as soon as you complete your initial consultation call and we start building your agent. This typically happens within 1 to 2 business days of signing up.

Because we invest significant time and resources into building, configuring, and testing your custom AI agent, we cannot offer refunds once this work has started.

If you cancel before onboarding begins, you will receive a full refund of any payments made.

5. Your Responsibilities & Indemnities

As a DeskCaller client, you are responsible for:

Client Sign-Off & Logic Approval

Toll Fraud Indemnification

You must maintain the security of your integrated telephony systems, SIP trunks, call routing platforms, and DeskCaller-provided lines. If your systems, credentials, or DeskCaller phone lines are targeted by "toll fraud" or malicious manipulation (e.g., unauthorized actors manipulating the AI agent's inputs to keep lines active, routing/transferring calls to premium international numbers, or generating massive call volumes to rack up premium rates), you are entirely and solely responsible for paying all incurred telecom charges. DeskCaller is completely exempt from liability for these charges, and you agree to fully indemnify, defend, and hold harmless DeskCaller against any telecom bills, overages, fees, or penalties arising from such fraudulent activity.

Compliance with UK Law & Telecom Regulations

You must ensure your use of DeskCaller complies with:

• PECR & Ofcom Guidelines: If you use DeskCaller for outbound calling, or general inbound routing, you must strictly comply with Ofcom guidelines and the Privacy and Electronic Communications Regulations (PECR). You must not use the service for generating spam, deceptive content, or silent calls.
• UK GDPR: You are the Data Controller for all caller data. You must have a lawful basis for processing, recording, and transcripting caller interactions (see our Privacy Policy).
• ICO Registration: You must maintain active registration with the Information Commissioner's Office (ICO) as required.

DeskCaller is not responsible for your compliance with these laws. If you are fined or penalized for non-compliance, we are not liable.

Providing Accurate Information

During onboarding, you must provide:

• Accurate business information (services offered, pricing, opening hours)
• Clear instructions on how to qualify leads and handle calls
• Correct CRM and calendar integration details
• Up-to-date contact information for escalations

If the information you provide is incorrect or incomplete, we cannot guarantee the agent will perform as expected. You must notify us immediately if any business information changes.

Keeping Your Payment Method Current

You must maintain a valid payment method and ensure there are sufficient funds to cover your subscription and any overage charges.

Appropriate Use & Unilateral Suspension Rights

You must not use DeskCaller to:

• Make unsolicited marketing calls without consent (spam)
• Engage in fraudulent, illegal, or harmful activity
• Impersonate another business or individual
• Harass, threaten, or abuse callers

Immediate Termination / Suspension: DeskCaller reserves the absolute right to immediately suspend or terminate the service without notice, prior warning, or liability if: (a) you fail to pay any fees on time, or (b) your AI agent is found or suspected to be generating spam, deceptive content, violating UK telecom regulations (Ofcom guidelines), or otherwise abusing the telephony infrastructure.

6. Our Responsibilities & Disclaimers

DeskCaller is responsible for:

Building and Maintaining Your Agent

• Configuring your AI agent based on the information you provide during onboarding
• Ensuring the agent is live and answering calls within 14 days of onboarding completion
• Monitoring agent performance and fixing technical issues
• Making improvements and updates to the agent based on your feedback

Monthly Performance Reviews

We will provide:

• A monthly report showing call volume, bookings, and agent performance
• Access to call recordings and transcripts via your client dashboard
• A scheduled monthly review call (optional, available on all plans)

AI Output & Large Language Models Disclaimer ("As-Is")

Third-Party Dependency Decoupling

DeskCaller’s managed service relies heavily on third-party upstream providers (including but not limited to ElevenLabs for voice synthesis, OpenAI and Anthropic for cognitive reasoning models, and global telecommunication / SIP trunk routing networks for voice path delivery). You explicitly acknowledge and agree that DeskCaller is completely exempt from all liability for any service downtime, latency, voice lag, speech degradation, dropped calls, or communication interruptions caused by outages, service changes, deprecations, rate limits, or API updates from these third-party upstream providers.

7. Limitation of Liability & Exclusion of Damages

To the fullest extent permitted by UK law:

• Hard Cap on Financial Liability: DeskCaller's total aggregate liability to you for any and all claims, losses, or damages arising out of or in connection with these terms or the service—whether in contract, tort (including negligence), strict liability, breach of statutory duty, or otherwise—shall be strictly limited to the total fees actually paid by you to DeskCaller in the immediate three (3) months preceding the incident giving rise to the claim (as configured in `siteConfig.legal.liabilityCapMonths`).
• Total Exclusion of Consequential Damages: In no event shall DeskCaller, its directors, employees, or partners be liable for any indirect, special, incidental, punitive, exemplary, or consequential damages. This explicitly includes, but is not limited to, lost business profits, missed leads, loss of revenue, loss of data, reputational damage, or business interruption, even if DeskCaller has been advised of the possibility of such damages, arising from the failure, inaccuracy, downtime, or misbehavior of any AI agent.

Nothing in these terms excludes or limits our liability for fraud, death or personal injury caused by our negligence, or any other liability that cannot legally be limited under the laws of England and Wales.

8. Intellectual Property & "Brains" Retention

What We Own (AI "Brains" & Middleware)

While the client retains ownership of their raw customer data, DeskCaller retains 100% exclusive ownership of all intellectual property, assets, and technology developed, utilized, or configured during the course of the service. This includes:

• All underlying prompt engineering, system instructions, and cognitive prompts (the "brains" of the agents)
• Custom middleware code, backend integration logic, API schemas, and orchestration configurations
• Call scripts, conversation flow architectures, and cognitive design patterns
• The AI agent configuration, telemetry setups, and platform integrations

License to Use

While your subscription is active and all fees are paid, we grant you a non-exclusive, non-transferable, revocable license to use the AI agent solely for your internal business operations.

What You Own

You retain ownership of:

• Your business name, branding, and trademarks
• The raw information and content you provide to us (business details, pricing, FAQs)
• All customer data collected during calls (names, phone numbers, conversation transcripts)

You can request a copy of your call data at any time, and we will delete it upon request (see our Privacy Policy).

9. Data Processing

Your Role: Data Controller

You are the data controller under UK GDPR. This means:

• You decide what customer data is collected during calls
• You are responsible for having a lawful basis to process that data
• You must respond to data subject requests (e.g., requests to delete or access data) from your customers
• You are responsible for your own privacy policy and terms of service

Our Role: Data Processor

DeskCaller is the data processor. This means:

• We process customer data only on your instructions and for the purpose of providing the service
• We use secure third-party processors (ElevenLabs, Telnyx) who are contractually bound to protect the data
• We will assist you with data subject requests where reasonably possible
• We will delete or return your data upon request after your subscription ends

A Data Processing Agreement (DPA) is included as part of these terms. For more details on how we handle data, see our Privacy Policy.

10. Changes to the Service

We may update, modify, or discontinue features of DeskCaller at any time. We will notify you of significant changes by email at least 30 days in advance.

If a change materially reduces the functionality you are paying for, you may cancel your subscription within 14 days of the notice and receive a pro-rata refund for the unused portion of your subscription.

11. Governing Law & Jurisdictional Protection

12. Dispute Resolution

If you have a problem with the service, please contact us first at contact@deskcaller.com. We will do our best to resolve the issue quickly and fairly.

If we cannot resolve the issue informally, we agree to attempt mediation before pursuing legal action. Mediation will be conducted by a mutually agreed mediator in the UK.

If mediation fails, either party may pursue legal action in the courts of England and Wales as set out above.

13. Changes to These Terms

We may update these Terms of Service from time to time. When we do:

• We will update the "Last updated" date at the top of this page
• We will notify you by email at least 30 days before the changes take effect
• Continuing to use the service after the changes take effect means you accept the new terms

If you do not agree to the new terms, you may cancel your subscription with 30 days notice as set out above.

14. Contact Us

If you have any questions about these Terms of Service, please contact us: