When you sign up to our Pay Monthly service, you must be at least 18 years old and, if you’re applying for a business, you must be authorised to apply on behalf of the business. If you decide to change your mind and cancel, we’ll need to know within 24 hours, otherwise, we’ll assume that you still want to go ahead. Once you sign up, you can’t sell or transfer our contract to someone else without us giving our written permission for you to do so.
We’ll need to know all about you so we can set up your service correctly. When you place your order, you’ll fill out the online form to tell us how to answer your calls and any other information we might need. When we receive your order, we’ll check to ensure we have all we need and then start setting it up. We aim to have your account running within 8 working hours but this may vary depending on our workload and any Bank Holidays for example.
As we only take payment by direct debit, we’ll ask you to complete and return a direct debit mandate as part of the setup process. Your account will go live as soon as the setup is finished and the signed mandate has been received.
Your Divert Number
Once your account is set up, we’ll give you a telephone number to which you should divert your calls. Please remember that the divert number is ours so you’ll need to tell us if you plan to make it public in some way, for example printing it on your business cards, and we will need to agree that’s ok.
We might need to change your divert number at some point but this will be a rare event. Usually, it’s only done in the event that we’re receiving a lot of wrong numbers or other sorts of calls. If that happens, we might have to change or temporarily switch off your number straightaway and then tell you about it. We’ll try not to do that but it’s better to be safe than sorry.
If we do have to change your number or turn it off for any reason, we won’t be responsible for any costs you might incur as a result.
If you ask us to provide a number for you, you are renting it from us and ownership remains with us at all times.
Your Package and How It Works
We work on a rolling month to month contract. This means that you’re not tied in for lots of months – just one at a time. Your contract will auto-renew each month unless you give us a notice that you don’t want to continue with us. If you do give us notice, we need an email to confirm that it’s really you that is cancelling. We can’t accept verbal cancellations as they may have come from anybody.
When you give notice, we treat that as being effective from the 1st day of the following month and your service will cease on the last day of that month. We don’t pro-rate our package fees so the final month’s package fee, even if it’s just a few days of the next month, is still payable.
You will have signed up for one of our packages of included calls. Each package has a set number of calls which are included each month. If you receive more calls than are included, we charge for each extra call at the rate which is set for your package. If you receive fewer calls than are included in your package, any unused calls don’t rollover into the next month.
If we make a call on your behalf, this counts as one of your included calls and the cost of the call is charged at different rates depending on the number we are calling. The current rates are shown on our website when you order and a call is charged with a minimum duration of one minute and then in one minute units from then on.
You can change your package at any time to increase or decrease the number of included calls each month. Any change will take effect from the beginning of the next billing period which will be the 1st of the following month. Under no circumstances will this be applied retrospectively.
Invoices, Payments & Price Rises
We raise your invoices on the 1st of each month and send them to you by email. If there’s a problem with an invoice, you need to let us know within 3 working days of receiving it so we can fix it. After that time, we will treat the invoiced as being agreed.
Your first invoice will be pro-rated depending on the day when you ordered. We pro-rate your invoice to bring you in line with our monthly billing cycle.
We only accept payments by direct debit. Your payment will be collected on the 8th day of the month or the last working day before. If your direct debit bounces, we’ll resubmit it and we’ll charge you an administrative fee to cover our costs for doing so.
If you cancel your direct debit, we will immediately stop taking your calls contact you to find out why it was cancelled. We do this because it’s very easy for a client to run up a large bill after cancelling their direct debit. We’ve been burned in the past so we’re very cautious when this happens. If you don’t want to continue, that’s fine but our notice terms (see above) would still apply.
We raise our prices on 1st May each year. We’ll let you know in advance of the increase which will occur automatically and show in your May invoice. If you do not accept the increase, you will need to give notice in accordance with our terms of notice above. We reserve the right to change or adjust our prices at other times.
Our Service: what we'll do and what we won't
We never sleep and so we’ll answer your calls 24 hours a day, 7 days a week, 365 days a year. We’ll do our best to answer every call and to take a message every time. We can’t guarantee that we’ll always answer every single call but we’ll try our hardest to do so. If any of these happen, we won’t be responsible or liable for any costs you might incur as a result.
Given that we have our reputation to consider, we won’t answer calls that are in any way involved or associated with anything iffy. By iffy we mean anything illegal, obscene, racist, immoral or anything else we consider might harm our reputation. If we think that’s the case, we’ll cancel your contract immediately and without notice. As it’s our reputation, our decision is final.
We’re nice people and we don’t like being abused by callers. If we take a call for you and the caller is abusive in any way or uses offensive language, we’ll hang up. Where possible, we’ll bar that caller from your account so they can’t ring back and be abusive again. If we can’t bar them and they ring back, we’ll just hang up on them.
Although we do our very best to handle your calls with the utmost care and skill, sometimes things go wrong – we’re only human after all! If we are unable to take a message on a call or, by mistake, take incorrect information, or fail to send a message to you, we won’t be liable for any problems this may cause nor costs it may incur. This would include loss of income or profits, damage to your reputation, loss of any data, or any consequential loss.
We hate them too! Most sales calls are really obvious and we can get rid of them for you without problems. However, we all know how sneaky some people can be so, occasionally, one might slip through. If that happens, please let us know and we’ll refund that call as a credit against any additional calls you’ve had that month. If there aren’t any additional calls, the credit will be included within your monthly package. We’ll check the call itself and, if we disagree with you that it’s a sales call, we might not refund you.
Having been used and abused in the past, the maximum number of calls we will refund won’t be more than 5% of the calls you received in the previous 30 days. If you’re receiving lots of sales calls, we may change your divert number to stop the problem. In case you’re wondering, we decide how many calls mean “lots of sales calls.”
Given the nature of what we do, any communications between us regarding changes to your service must be in writing.
Events Outside Our Control
Sometimes things really go wrong. In 2007 we had two feet of water running through the building: not good. While we have backup phone and data lines, and a big generator sitting in the car park, sometimes even those aren’t enough for us to keep going.
When something happens that we decide is outside our control, such as a fire or flooding or whatever else might be the problem, we’ll deal with it as best as we can so we can try to keep going and provide service. On very rare occasions and despite our best efforts, we may go offline for a short time while we work to resolve the problem.
We won’t be liable for any problems this may cause nor costs it may incur. This would include loss of income or profits, damage to your reputation, loss of any data, or any consequential loss.
Okay…we tried but apparently there has to be some legal stuff.
All your messages are confidential: we won’t tell anyone about them. However, if we’re served with a Court Order requiring any information about you or your messages, we will co-operate with those law enforcement agencies in disclosing whatever information they may require or is covered by the Court Order.
To the extent that you are not a consumer (as defined below), regulations 9(1) 9(2) and 11 of the Electronic Commerce (EC Directive) Regulations 2002 (Regulations) shall not apply to this Agreement. The term “Consumer” is as defined in the Regulations.
We reserve the right to charge daily interest on outstanding accounts until cleared payment in full is received. Payment must be made by bank transfer only. Interest will be calculated at a rate of 8% above the ruling Bank of England base rate current from time to time whether before or after judgement. Interest shall continue to accrue not withstanding termination of this agreement for any cause whatsoever. We understand and exercise our statutory right to interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998 if we are not paid according to terms.
If any of these Terms are determined to be invalid, unlawful, or unenforceable then that term will be severed from the remaining ones which will continue to be valid.
These terms and conditions represent the entire agreement between us and they supersede any prior terms, agreement, understanding, or any other arrangement between us. They are governed by English law and, if there is any dispute arising from or related to the Agreement, it will be subject to the exclusive jurisdiction of the Courts of England and Wales.
We may need to change these Terms from time to time and the most current version of our Terms will always be on our website.