The agreement between Automatus Labs and the businesses that use Automatus Assist.
These terms are a contract between AUTOMATUSLABS LTD, trading as Automatus Labs (“we”, “us”), registered in England and Wales, company number 16794391, registered office 54 Barfield Avenue, London, England, N20 0DD, and the business that uses Automatus Assist (“you”).
Automatus Assist is for businesses only. Whoever accepts these terms confirms they are at least 18 and authorised to act for the business. Consumer protection rules for individuals buying as consumers do not apply.
2.1 Automatus Assist is an AI receptionist. It answers calls to your number, talks to callers using artificial intelligence, books, moves and cancels appointments within the rules you set, sends confirmations and reminders by text and email, and passes calls or messages to your team when it should.
2.2 Accounts are set up by us. There is no self sign-up. After a demo call and your agreement to proceed, we set up your account and send the owner an invitation to sign in.
2.3 AI can make mistakes. It may misunderstand a caller, book incorrectly or give an inaccurate answer. It is designed to hand over to a person when unsure, and you must keep a way for it to reach your team. You are responsible for checking bookings and messages that matter to your business.
2.4 Not an emergency service and no professional advice. Automatus Assist does not handle emergencies, and nothing it says is medical, legal, financial or other professional advice. It is not a medical record system.
2.5 No guarantee every call is answered. The service depends on phone networks, your own phone line and forwarding, our providers and our systems. We aim for high availability but do not promise uninterrupted service.
3.1 We set up your receptionist: its script, voice, opening hours, services, staff and booking rules, based on what you tell us. We test it with you before it takes calls from your customers.
3.2 We provide a UK phone number for your receptionist. UK telecoms rules require us to submit your business details (and sometimes proof of address) to our telecoms provider before a number can be issued. You must give us accurate details. Approval usually takes one to three working days and is outside our control.
3.3 You may forward your existing business number to your receptionist. Your own phone provider may charge you for forwarding; that is between you and them.
3.4 The number is provided to you for use with the service. It is not transferable, and it may be released if your account is closed or remains unpaid (section 7).
4.1 Setup fee. We charge a one-off setup fee, quoted in writing before we start. It covers your discovery call, the build of your receptionist, your number and its paperwork, and testing.
4.2 Pay as you go. Usage is paid from a prepaid balance (your “wallet”) that you top up. Calls, texts and emails are charged at the rates agreed with you.
4.3 Phone line. Each number we provide has a monthly line charge, taken from your wallet a little each day (the monthly price divided by the days in that month).
4.4 When your balance runs low. We email you when your balance is expected to run out within about 7 days and 2 days. If a charge cannot be covered, the unpaid amount is recorded as owed and taken first from your next top-up.
4.5 Price changes. We give at least 30 days' notice by email before increasing any of your prices. Price reductions apply from the next day.
4.6 Prices exclude VAT, which will be added where it applies.
You must:
You must not use the service to mislead callers into thinking they are speaking to a person, to handle emergencies, to send unlawful or unsolicited messages, to interfere with or probe the service's security, to access another business's data, or to resell the service.
6.1 For your customers' and callers' data, you are the controller and we are your processor. For your own account data, we are the controller. Our Privacy Policy explains what we collect and how.
6.2 We process your customers' data only on your instructions (these terms and your settings), keep it confidential and secure, and use only the providers listed in our Privacy Policy. We will tell you before adding a new provider that handles your customers' data.
6.3 Our team may access your account to set it up, support you, investigate problems and keep the service working. They are bound by confidentiality, and every access is recorded in our internal log.
6.4 We will help you answer requests from your customers about their data, and tell you without undue delay if we become aware of a breach affecting it.
6.5 When your account is closed, your data is deleted as described in section 7 and our Privacy Policy. Ask us before then if you want a copy.
7.1 Empty wallet. When your balance reaches zero, the receptionist stops answering and stops sending messages. Calls to your number are put through to the owner's verified mobile instead, and those minutes are charged as owed. If there is no verified mobile, or the amount owed reaches £10, callers hear a short message asking them to try again later.
7.2 14 days unpaid. If an amount is still owed after 14 days, the number is suspended: callers hear a short message and nothing is forwarded. The number is kept.
7.3 30 days unpaid. After 30 days we may release the number, after telling you. A released number cannot be recovered.
7.4 We may suspend or end the service immediately if you seriously breach these terms, if continuing would break the law, or for misuse or a security concern, giving notice where we reasonably can.
7.5 Closing your account. You may close your account at any time by emailing [email protected] from the owner's email address. The account is suspended and scheduled for permanent deletion 30 days later; until then it can be restored on request. Refunds are covered in our Refund Policy.
8.1 You own your data and your customers' data. You let us use it only to provide the service to you.
8.2 We own Automatus Assist: its software, designs, scripts we create and documentation. While your account is active you may use it for your own business.
9.1 We will provide the service with reasonable skill and care. Beyond that, and as far as the law allows, we do not give other promises, including that the AI's output will always be accurate or that the service will be uninterrupted.
9.2 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot legally be limited.
9.3 Neither of us is responsible to the other for indirect or consequential loss, or for loss of profit, revenue, business or goodwill.
9.4 Our total liability to you in any 12 months is limited to the amount you paid us in those 12 months.
We may update the service and these terms. For important changes we will email you at least 30 days before they take effect. If you do not accept a change, you may close your account before it applies.
11.1 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
11.2 If any part of these terms cannot be enforced, the rest still applies. Neither of us may transfer this agreement without the other's consent, except to a buyer of the business. These terms, any written quote, and our Privacy and Refund Policies are the whole agreement.
11.3 Contact us at [email protected] or by post at 54 Barfield Avenue, London, England, N20 0DD.
