Terms of Service
1. Who we are
Jack is a trading name of Sam Part, a sole trader, of 185 Tamworth Lane, Mitcham, CR4 1DH ("we", "us"). Contact: samueljpart@gmail.com, 07527 028088.
2. Who these terms are for
These terms are for businesses. By accepting them you confirm you are buying Jack for your trade or business, not as a consumer. "You" means the business named at checkout.
3. What we provide
3.1 An AI assistant ("Jack") that answers calls (and any other channels you choose) on behalf of your business, takes details, books or pencils in work, sends messages and alerts you, as set out in your quote and setup summary.
3.2 Setup: we build and test Jack around the information you give us, connect the systems agreed in your quote, and agree a go-live date with you.
3.3 Care plan: we run, monitor and improve Jack, review calls (weekly on Full care, monthly on Lite care) and make reasonable changes you ask for.
3.4 Your dashboard: a sheet and stats page showing your calls, jobs and outcomes.
4. Fees and payment
4.1 Fees are in your quote: a setup fee (including any add-ons) and a monthly care plan fee. All payments are taken by Stripe.
4.2 Half of the setup fee is paid at checkout. It covers the build and is not refundable once the build has started.
4.3 Your 14 days start on your go-live date. If you don't cancel before the 14 days end, we will charge the second half of the setup fee and your first monthly fee to your saved card. Monthly fees are then charged every month in advance.
4.4 Your plan includes an allowance of call minutes and texts each month (shown in your quote). Allowances don't roll over. Use above the allowance is charged at the rates in your quote on your next invoice. We'll warn you when you reach 80% of your allowance. Jack keeps answering if you go over.
4.5 Calls where the caller says nothing, or obvious spam we can identify, don't count towards your allowance.
4.6 VAT: we are not currently VAT registered, so no VAT is charged. If we register for VAT, VAT will be added to our fees at the current rate from the date of registration, and we'll tell you in advance.
4.7 If a payment fails, we'll tell you. If it isn't paid within 14 days, we may pause Jack until it is.
4.8 Price changes: we may change our prices. We'll give you at least 30 days' notice of any change to your monthly fee, allowances or usage rates. If you don't want to continue at the new price, you can cancel before it takes effect. A setup fee already agreed in your quote won't change.
5. Your 14 days to decide
5.1 You can cancel any time in the 14 days after go-live by telling us or by cancelling in the billing portal. We won't charge the second half of the setup fee or any monthly fee.
5.2 The first half of the setup fee isn't refunded.
5.3 This is a voluntary right we give you. It is separate from any statutory cancellation right, which doesn't apply to business purchases.
6. Cancelling after the 14 days
6.1 There's no minimum term. You can cancel any time in the billing portal or by telling us. Cancellation takes effect at the end of the current monthly billing period. We don't refund part months.
6.2 When the service ends you must remove any call divert to Jack's number. We'll stop Jack answering at the end date.
6.3 We may end the service with 30 days' notice, or straight away if you seriously or repeatedly break these terms, don't pay, or use Jack unlawfully.
7. Your responsibilities
7.1 Give us accurate, up-to-date information: prices, areas, hours, rules for urgent jobs, and anything Jack should or shouldn't say. Tell us promptly when it changes.
7.2 Check the bookings, quotes and messages Jack passes to you. Jack pencils jobs in for you to confirm unless you've agreed otherwise.
7.3 Telling callers: Jack tells callers they're speaking to your business's AI assistant and, if you have chosen to record calls, that the call is recorded. You're responsible for any other notices or consents your business needs, and for your own privacy notice to your customers.
7.4 Use Jack lawfully. Don't use it for cold calling, unsolicited marketing, or anything misleading.
7.5 Keep the access you give us (calendars, apps, accounts) working, and tell us if you change it.
8. What Jack can and can't do
8.1 Jack is an AI. He can mishear, misunderstand, or fail to pass something on. We work to keep this rare and fix problems quickly, but we can't promise every call will be handled perfectly.
8.2 Jack is not an emergency service. For emergencies (for example a gas leak or electrical danger) Jack will tell callers to contact the emergency services or the relevant emergency line, and will alert you by your urgent rules.
8.3 Jack runs on third-party services (for example Vapi, Twilio, n8n, Google and Stripe). We use reasonable care in choosing and running them, but we can't guarantee they'll be available all the time.
9. Liability
9.1 Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else that can't be limited by law.
9.2 We're not liable for loss of profit, loss of jobs or business, loss of data, or any indirect or consequential loss.
9.3 Our total liability in any 12 months is limited to the fees you paid us in those 12 months, or £500, whichever is higher.
9.4 Any claim must be made within 12 months of the event it relates to.
10. Data protection
10.1 When Jack handles your callers' and customers' details, you are the controller and we are your processor. Our Data Processing Agreement forms part of these terms.
10.2 Our privacy notice explains how we handle your own details as our customer.
11. Our improvements
We regularly improve Jack (for example a more natural voice or better wording) and may roll improvements out to all customers. We'll tell you about changes that affect how Jack behaves for your business.
12. Changes to these terms
We may update these terms. We'll give you at least 30 days' notice of changes that affect you. If you don't agree, you can cancel before they take effect.
13. General
13.1 These terms, your quote and the Data Processing Agreement are the whole agreement.
13.2 We can't transfer the agreement to someone else without telling you; you can't transfer it without our agreement.
13.3 English law applies, and the courts of England and Wales decide any dispute.