Terms of Service

These Terms of Service (the “Terms”) govern your access to and use of DeskCaller, an AI phone receptionist software product operated by Conovo Ltd (company number 12703009), a company registered in England and Wales at 268 Bath Road, Slough, SL1 4DX, United Kingdom (“DeskCaller”, “we”, “us”, or “our”).

By creating an account, ticking the box to accept these Terms, or using the Service, you (the business customer, “you” or “Customer”) agree to be bound by these Terms, our Privacy Policy, and the acceptable-use and compliance obligations set out below. If you are entering into these Terms on behalf of a business, you confirm you have authority to bind that business. If you do not agree, do not use the Service.

1. Definitions

• Service: the DeskCaller software, AI phone receptionist, dashboard, telephone numbers we provision for you, and related features.
• AI Receptionist: the automated AI voice agent that answers your inbound calls, captures caller details, answers questions, and books appointments.
• Caller: a person who calls a telephone number connected to your Service.
• Caller Data: personal data of Callers processed through the Service (for example names, phone numbers, call audio, transcripts, and appointment details).
• Providers: the third-party telephony, voice, AI, and infrastructure suppliers we use to deliver the Service, including telephony carriers such as Twilio, AI voice provider ElevenLabs, large language model providers, and calendar/integration partners.

2. The Service

DeskCaller is a self-serve software product that provides an AI phone receptionist for inbound business calls. Using the dashboard you can:

• Provision a telephone number (or connect call forwarding) so your inbound calls are answered by the AI Receptionist.
• Configure your greeting, voice, opening hours, services, FAQs, and where calls transfer.
• Have the AI answer callers, capture their details as leads, and book appointments into your connected calendar.
• Review calls, transcripts, summaries, leads, and (where you enable it) recordings in your dashboard.

The Service is designed to handle inbound calls only. It is not a dialler and must not be used to place outbound marketing or sales calls. You are responsible for the configuration you set and for the accuracy of the information the AI relies on.

3. Eligibility & Your Account

• You must be a business (or acting for one), aged 18 or over, and legally able to enter into these Terms.
• You must provide accurate registration and business information and keep it up to date, including a valid business address and, where we require it for number provisioning, verification documents for a telecoms regulatory bundle.
• You are responsible for the security of your account and login credentials and for all activity under your account. Notify us immediately of any unauthorised use.
• You must keep a valid payment method on file where your plan requires one.

4. Subscriptions, Credits & Billing

The Service is offered on a subscription and/or prepaid-credit basis. Card details are entered on our payment provider's secure page, never stored by us directly.

• Plans and credits: a plan grants a monthly allowance of call minutes (1 credit = 1 minute), or you may buy prepaid minutes. We serve your calls while you have available credit.
• Renewal: subscriptions renew automatically each billing period until cancelled. Prepaid credit is used as you consume it.
• Overage: your account only serves calls beyond your available credit if you have expressly enabled overage; otherwise the AI stops serving new calls until you top up or your plan renews.
• Cancellation: you may cancel your subscription at any time from your account or by emailing us. Cancellation takes effect at the end of the current billing period. Fees already paid are non-refundable except as required by law or as set out below.
• Refunds: subscription fees and consumed usage are non-refundable. Unused prepaid credit is non-refundable once purchased, save where a mandatory legal right applies.
• Taxes: fees are exclusive of VAT and other applicable taxes, which you are responsible for.

Failed Payments

If a payment fails or is not received by the due date:

• Day 1: Email notification sent.
• Day 3: Retry payment charge.
• Day 7: Agent suspended — the AI Receptionist stops answering and callers hear a temporary-unavailable message.
• Day 14: Account closed, data deleted after 30 days.

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

5. Acceptable Use Policy

This Acceptable Use Policy is a core part of these Terms. You agree that you will use the Service only for lawful, inbound, consent-based business communications. You must not, and must not permit anyone to, use the Service to:

• Place outbound cold calls, automated or recorded marketing calls, robocalls, or bulk/broadcast calling of any kind.
• Send unsolicited marketing, spam, or messages without a lawful basis and any required consent.
• Make silent or abandoned calls, or otherwise engage in conduct that would amount to persistent misuse of a telecommunications network under section 128 of the Communications Act 2003.
• Misuse Calling Line Identification (CLI): you must present accurate, valid CLI, must not spoof or withhold your identity unlawfully, and must ensure a return call reaches your organisation and identifies you.
• Impersonate any person or business, or misrepresent who is calling or being called.
• Engage in fraud, scams, phishing, or any illegal, harmful, deceptive, harassing, threatening, or abusive activity.
• Handle high-risk or specially regulated content the Service is not designed or authorised for (for example emergency services, medical triage, or financial advice) as if it were a substitute for a qualified human.
• Attempt to disrupt, reverse engineer, resell, or circumvent the Service, or exceed the usage the Service is provisioned for.
• Violate the acceptable-use policies of our Providers (see clause 6).

6. Carrier & Provider Compliance (Flow-Down)

The Service depends on third-party telephony carriers and communications Providers, including Twilio. Numbers and traffic on the Service are subject to those Providers' terms and acceptable-use policies, including the Twilio Acceptable Use Policy.

• You agree to comply with, and to ensure your Callers and personnel comply with, the acceptable-use and regulatory policies of our Providers as if they applied to you directly.
• Telephone numbers must be used consistently with the intended use and regulations of the country in which they are provisioned.
• You will promptly report any suspected violation to us and cooperate with any Provider or regulator investigation or remediation.
• You acknowledge that a Provider may suspend numbers or traffic, and that any resulting interruption is not our liability.

7. Telecoms & Regulatory Compliance

You are responsible for ensuring your use of the Service complies with all applicable laws and regulations, including:

• Ofcom & the Communications Act 2003: you must not engage in persistent misuse of the network (including silent or abandoned calls) and must comply with Ofcom's CLI and nuisance-call rules.
• PECR (Privacy and Electronic Communications Regulations 2003): you must not use the Service for direct marketing without the consents PECR requires, and you must respect the Telephone Preference Service (TPS/CTPS) and any “do not call” requests.
• UK GDPR & the Data Protection Act 2018: you must have a lawful basis for processing Caller Data (see clause 9) and maintain any required registration with the Information Commissioner's Office (ICO).
• Other markets: where you serve callers outside the UK, you are responsible for local rules (for example, in the United States, the TCPA and messaging/10DLC requirements). The Service is inbound-only; outbound or messaging use is not enabled by default and, if ever offered, is subject to additional terms.

You are solely responsible for your compliance. If you are investigated, fined, or penalised for non-compliance, we are not liable, and you will indemnify us as set out in clause 15.

8. Call Recording & AI Disclosure

AI disclosure

Call recording

Call recording is off by default and only occurs if you enable it. If you enable recording, you are responsible for lawful recording, which under UK law generally requires:

• A lawful basis under UK GDPR (typically legitimate interests, supported by a documented Legitimate Interests Assessment) and compliance with the Telecommunications (Lawful Business Practice) Regulations 2000.
• Informing Callers that the call may be recorded — the Service requires a recording notice in your greeting when recording is enabled.
• Disclosing, where applicable, that calls are analysed with AI, in line with current ICO guidance.
• Secure storage, responding to data-subject requests, and retention limits. We retain recordings for up to 12 months unless you set a shorter period or delete them.

You are responsible for ensuring recording, its notice, and its retention are lawful for your callers. See our Privacy Policy for detail.

9. Data Protection

In respect of Caller Data processed through the Service:

• You are the Data Controller. You decide what Caller Data is collected and why, must have a lawful basis, must provide your own privacy information to your Callers, and must handle their data-subject requests.
• DeskCaller is the Data Processor. We process Caller Data only on your documented instructions to provide the Service, and apply appropriate technical and organisational security measures.
• Sub-processors. We use vetted sub-processors, including ElevenLabs (AI voice) and telephony carriers such as Twilio, and calendar/integration partners, each bound by data-protection terms. Some may process data outside the UK under appropriate safeguards (such as the UK International Data Transfer Agreement or equivalent).
• Assistance. We will provide reasonable assistance with data-subject requests, security, and breach notification, and will delete or return Caller Data after your account ends, subject to legal retention.

These provisions, together with our Privacy Policy, form the data processing terms (Article 28 UK GDPR) between us. You must maintain any required Information Commissioner's Office (ICO) registration.

10. Toll Fraud & Telecoms Charges

You must keep your account, credentials, integrations, and connected systems secure. If your account, numbers, or call routing are targeted by toll fraud or malicious manipulation (for example, unauthorised actors driving calls, transfers to premium or international numbers, or artificially inflated traffic), you are solely responsible for all resulting telecoms and usage charges. You agree to indemnify, defend, and hold us harmless against any such charges, overages, fees, or penalties.

11. Your Responsibilities & Configuration Sign-Off

If the information you provide is inaccurate or incomplete, the AI may not perform as expected, and we are not responsible for the consequences.

12. Intellectual Property

We (and our licensors) own all intellectual property in the Service, including the platform, software, models orchestration, base prompts and system instructions, middleware, integrations, and design. While your account is active and fees are paid, we grant you a non-exclusive, non-transferable, revocable licence to use the Service for your own internal business operations. On suspension, termination, or cancellation, that licence ends and you have no right to copy, export, reproduce, or replicate our prompts, configurations, or middleware.

You retain ownership of your business name, branding, the content you provide, and the Caller Data collected through your account. You may export or request deletion of your Caller Data as described in our Privacy Policy.

13. AI Output Disclaimer (“As-Is”)

14. Third-Party Dependencies

The Service depends on upstream Providers (including telephony carriers such as Twilio, ElevenLabs for voice, large language model providers such as OpenAI and Anthropic, and calendar/integration partners). You acknowledge that we are not liable for downtime, latency, dropped calls, degraded audio, deprecations, rate limits, price changes, or interruptions caused by these Providers.

15. Warranties, Liability & Indemnity

To the fullest extent permitted by the laws of England and Wales:

• No implied warranties: except as expressly stated, the Service is provided without warranties of any kind, including fitness for a particular purpose or uninterrupted or error-free operation.
• Liability cap: our total aggregate liability arising out of or in connection with these Terms or the Service (whether in contract, tort including negligence, breach of statutory duty, or otherwise) is limited to the total fees actually paid by you to us in the 3 months immediately before the event giving rise to the claim.
• Exclusion of indirect loss: we are not liable for any indirect, special, incidental, or consequential loss, including lost profits, lost or missed leads, loss of revenue, loss of data, reputational damage, or business interruption.
• Your indemnity: you will indemnify, defend, and hold us and our Providers harmless from claims, losses, fines, and costs arising from your use of the Service, your content or configuration, your breach of the Acceptable Use Policy or clauses 6–10, toll fraud, or your non-compliance with law.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the laws of England and Wales, including for fraud or for death or personal injury caused by negligence.

16. Suspension & Termination

You may stop using and cancel the Service at any time (clause 4). We may suspend or terminate your access immediately and without liability if you breach these Terms or the Acceptable Use Policy, fail to pay, create legal, security, regulatory, or financial risk, or if a Provider or regulator requires it. On termination, your licence ends, the AI stops answering, and we handle your data as described in our Privacy Policy. Clauses that by their nature should survive (including intellectual property, disclaimers, liability, indemnity, and governing law) survive termination.

17. Changes to the Service or These Terms

We may update, improve, or discontinue features, and may update these Terms from time to time. We will update the “Last updated” date and, for material changes, notify you by email or in the dashboard. Continuing to use the Service after changes take effect means you accept the updated Terms. If you do not agree, you may cancel as set out in clause 4.

18. Governing Law & Jurisdiction

19. Contact Us