Pay As You Go Terms & Conditions

Our agreement

When you apply to make a subscription to our 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.

We’ll decide if we accept your subscription. If we do, we’ll send you an email to confirm it and get everything started. We’ll need to know all about you so we can set up your service correctly so make sure everything is up to date. We’ll give you a login and password to our support portal which you’ll need to keep them secure. If you lose them then someone else might be able to access your account and, for example, make changes or use up your credit. You need to tell us straightaway if you’ve lost your login details so we can protect your account.

Once we accept your subscription, you can’t sell or transfer it to someone else without us giving our written permission for you to do so.

Start your service & your divert number

Once your payment is through, we’ll set everything up and give you a telephone number where 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 need to agree that’s ok.

We might need to change your number at some point but this will be a rare event. Usually, it’s only done in the event you’ve lost your login information and sometimes we may need to take that extra step to secure your account. 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.

Topping up

Once your subscription is live, you can top-up your account at any time through the website. Sometimes we’ll give you a bonus credit depending on how much you top-up. The bonus credit might change from time to time or we might have an offer on when you top-up. Our website will always be up to date so make sure you check when you top-up. As this is a subscription service, we have a small subscription which we charge each month.

Just in case you forget to top-up, we’ll send you a reminder email when your balance drops below £10 and also when your account is empty. If the balance of your account reaches zero, we’ll stop answering your calls – even if your customers are still calling. As soon as you top-up, we’ll start answering calls immediately.

When does my subscription stop?

We’ll keep answering your calls as long as there’s credit in your account and someone has called you within the last 30 days. You can always stop your service at any time as long as you let us know at least one month in advance.

If there’s no credit in your account and you don’t top-up within 30 days, or if we don’t take any calls for you for 30 days, we’ll assume you don’t want us anymore and close your account. We’d also do this if you’re made bankrupt or if, as a business, a winding-up order is issued. If your account is closed for whatever reason, we won’t refund any unused credit.

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. Very rarely we might get part of the message wrong – we’re only human after all! 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 subscription 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. 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 can’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.

Sales calls

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 on your account at the same per-call rate as your last top-up. 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.”

Written communications

Given the nature of what we do, any communications between us must be in writing. The Support Portal is set up to do this and you will need to use that if you need to contact us. Anything else we might need to send to you will be in electronic format.

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 keep going and provide service. We might not do as good a job under the circumstances as we would normally but we’ll do our best.

Legal stuff

Okay…we tried but apparently there has to be some legal stuff.

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.

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.