1. Business customers only
DeskCaller is provided for use in the course of a business. By signing up you confirm you are acting for a business and not as a consumer.
2. What the service does
We assign you a UK telephone number and answer calls made to it using an automated assistant. The assistant takes the caller’s details, can book an appointment where you have enabled it, notifies you by text message, and can transfer a caller to a second number you nominate. You forward your existing business line to the number we assign.
3. The number we assign you
This section matters more than it looks. UK telephone numbers are a regulated resource and we are accountable for how ours are used.
3.1 We obtain the number and assign it to you for use with the service. You do not own it. We may withdraw it if you stop being a customer or if this section is breached.
3.2 You agree to use the number in compliance with Ofcom’s General Condition B1, the National Telephone Numbering Plan, and the Non-Provider Numbering Condition, and not to use it for anything unlawful, for nuisance or scam calls, or to misrepresent who is calling.
3.3 If you allow anyone else to use the number, you must take all reasonably practicable steps to ensure they comply with 3.2, and you remain responsible for them.
3.4 You must tell us promptly if you become aware of the number being misused, or of a complaint about calls associated with it.
3.5 We may block, suspend or withdraw the number — immediately and without notice where necessary — if we have reasonable grounds to believe it is being misused, or if a regulator, a network or our own supplier requires it. We will tell you why as soon as we reasonably can.
3.6 To assign you a number we must verify your business. You agree to give us accurate registered company details, business address, nature of business and contact details, and to update them when they change. Giving us false information is a material breach.
3.7 If you leave, you may be able to port the number to another provider, subject to the receiving provider accepting it. We will not obstruct a legitimate port.
4. Call forwarding, and what it means
4.1 You are responsible for setting up forwarding on your own line, and for any charges your own provider makes for diverted calls.
4.2 If you use unconditional forwarding, your own phone will not ring and we answer every call. You should nominate a second number for transfers and keep it answerable.
4.3 The number you nominate for transfers must not be the number you have forwarded to us, and must not be a DeskCaller number. Doing so creates a call loop. We validate this and will reject it.
4.4 We are not a substitute for the emergency services. The service cannot be used to make or receive 999 or 112 calls.
5. Calls are recorded
5.1 Calls to your number are recorded and transcribed so you can review them. Our assistant tells the caller at the start of each call.
5.2 You are the controller of that call content; we process it on your behalf. Our respective obligations are set out in the data processing agreement at deskcaller.com/dpa, which forms part of these terms.
5.3 You are responsible for meeting your own obligations to your callers, including any notice or retention requirements specific to your business.
5.4 We do not use your call recordings or transcripts for our own purposes — not to train or tune our systems, not for analytics, not for benchmarking. If we ever wish to, we will ask you first.
6. Fees, minutes and billing
6.1 Fees are as shown at deskcaller.com/pricing when you sign up. Plans include a monthly allowance of minutes.
6.2 Going over your allowance does not create a charge. You keep going, and the extra minutes are deducted from the following month’s allowance, up to the grace limit shown for your plan. We will alert you as you approach your allowance.
6.3 Subscriptions renew automatically. You can cancel at any time before the next renewal, effective at the end of the paid period.
6.4 We may change prices with 30 days’ notice, effective at your next renewal.
6.5 Annual plans are paid in advance and are non-refundable except under clause 6.6.
6.6 30-day money-back: if you cancel within 30 days of first subscribing and are not satisfied, we will refund the amount paid for that period.
7. Your responsibilities
You will not use the service to make outbound marketing calls, to handle calls unlawfully, to impersonate anyone, or to process data you have no right to process. You will keep your account credentials secure and tell us promptly of unauthorised access.
8. Availability
8.1 We aim for high availability but do not guarantee uninterrupted service. Maintenance will be notified in advance where practicable.
8.2 This matters if you use unconditional forwarding, because during an outage your callers will not reach you at all. We provide failover routing to your nominated second number, and we recommend you enable it. You are responsible for choosing your forwarding arrangement.
9. Suspension and termination
We may suspend or terminate for non-payment, for breach of clauses 3 or 7, or where required by a regulator or supplier. You may terminate at any time. On termination we will delete or return your data in accordance with the DPA, and the number will be withdrawn unless ported.
10. Liability
10.1 Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot lawfully be limited.
10.2 We are not liable for indirect or consequential loss, loss of profit, loss of business, or loss of an opportunity arising from a call that was not answered, was answered incorrectly, or was not passed on.
10.3 Subject to 10.1, our total liability in any 12-month period is limited to the fees you paid in that period.
10.4 You should not rely on the service as the sole means by which customers reach you.
11. General
11.1 We may change these terms with 30 days’ notice; continued use after that constitutes acceptance. Changes required by law or regulation may take effect sooner.
11.2 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
11.3 The Contracts (Rights of Third Parties) Act 1999 does not apply.
11.4 Questions: legal@deskcaller.com, or write to the registered office above.