Terms of service

These terms apply between Callahand Digital and the business that holds a Callahand account. By setting up an account or using the service, that business agrees to them.

Where we have signed a separate written agreement with you — a design-partner arrangement, an agreed founding rate, or anything else specific to your business — that agreement governs the points it covers, and these terms cover the rest.

Callahand answers inbound calls to a phone number you connect and acts as an automated receptionist for your business. Depending on how you configure it, it can:

• answer inbound calls and identify what the caller is asking for;
• collect the details of a service request;
• check availability against the settings and calendar you have connected;
• offer appointment times and take a caller’s choice;
• create a booking through a supported integration;
• follow the emergency and safety handling you have configured;
• send you a summary of what happened on a call;
• track your usage against your plan.

Callahand is a tool for handling calls your business would otherwise miss. It is not a replacement for a human receptionist, it does not provide medical, legal or other professional advice, and it is not an emergency service — section 6 covers that specifically.

The receptionist can only be as accurate as what you tell it. You are responsible for:

• providing accurate information about your business;
• keeping your services, hours, service area, pricing and emergency rules up to date;
• maintaining authorised access to any account you connect, such as a calendar;
• making sure someone at your business reviews summaries and acts on anything that needs a person;
• giving callers any notices, and obtaining any consents, that apply to your business and the places you operate;
• using the service for lawful business purposes;
• keeping your sign-in credentials secure and not sharing them.

We do our part too. The receptionist identifies itself as an AI on every call — that is built into the product rather than a setting you have to remember — and we will tell you accurately how the system behaves so you can put questions about your own obligations to your own advisers.

Callahand uses automated systems, including AI, to understand what a caller says. Those systems can misunderstand a caller, classify a request incorrectly, or fail to understand at all — and callers themselves sometimes give incomplete or inaccurate information.

What matters is what the product does when that happens, so here is how it behaves:

• the receptionist is designed to ask again rather than guess when a caller’s intent is unclear;
• a booking is treated as made only when the connected provider confirms it — everything short of that is reported as unresolved rather than as a booking;
• the model does not decide availability or make the booking; the platform and your calendar do;
• where the platform is uncertain, it is built to stop and leave the matter for a person rather than assert something it cannot support.

Some calls will need follow-up from your business. That is an expected part of using the service, not a fault, and the summaries exist so you know which ones.

Google Calendar is currently the booking provider Callahand supports. When you connect it, the receptionist checks when you are busy and creates appointments on the calendar you choose. Additional integrations may be introduced as they become available.

What the receptionist can offer depends on your configuration and on the connected provider. A booking may not be completed if the provider is unavailable, if the credentials for your connection have stopped working, if the time has been taken in the meantime, or if the provider’s response does not confirm what happened. In that last case Callahand deliberately leaves the booking unconfirmed rather than reporting a success it cannot evidence.

Neither you nor a caller should treat an appointment as made unless a confirmation has actually been given. Keeping your calendar connection and your scheduling settings accurate is the single most useful thing you can do to make bookings work.

Callahand is not an emergency service. It does not replace 911 or any other emergency number, and it does not dispatch emergency responders or notify them on anyone’s behalf. In an emergency, a caller should hang up and dial the appropriate emergency number.

The receptionist checks what a caller says against the emergency rules you configure. When one matches, ordinary intake stops and the caller is given the safety instructions you have set, which may include telling them to contact emergency services themselves. Once raised during a call, that handling is not withdrawn.

We cannot promise that every dangerous or urgent situation will be detected. The matching is only as good as the rules you configure and what the caller actually says, and you should not rely on it as a safety system. Configuring rules appropriate to your trade, and reviewing them, remains your responsibility.

Plan prices, included minutes and the additional-minute rate are given to you directly before you start. We do not repeat them here, so there is one set of numbers rather than two.

• included minutes reset at the start of each monthly period;
• the receptionist keeps answering after the included minutes are used — calls are not cut off;
• usage beyond the included minutes is charged at the additional-minute rate;
• applicable taxes may apply.

Subscriptions are billed monthly and renew automatically each month until cancelled. Usage beyond your included minutes is billed monthly, after the period it was used in. Receipts and invoices for your subscription are issued through our payment provider, and we do not store your card number ourselves.

If a payment fails, you have seven days to put it right. Your receptionist keeps answering throughout those seven days and nothing about your service changes. If the payment is still outstanding after seven days your account becomes eligible for suspension — we will contact you before suspending anything, and section 14 covers how that works.

We may change standard pricing or plan features for future billing periods, with notice where appropriate. Where we have agreed a founding rate with you, we hold it for twelve months from the date your plan is activated. After that your plan moves to our then-current standard rate for that plan, and we will tell you at least 30 days before it changes.

You can cancel by contacting us at support@callahanddigital.com. Cancellation takes effect at the end of the billing period you have already paid for. Your receptionist keeps answering until then and you are not billed for another period. We do not automatically refund part of a period you have already paid for, and amounts already incurred remain payable where they apply.

If we have billed you in error, tell us and we will look at it. We may refund a genuine billing error; that is a decision we make case by case rather than an automatic entitlement.

Plan changes and cancellation are handled by us rather than through a screen in your account — write to us and we will make the change.

You can disconnect a connected calendar yourself at any time from the calendar screen in your account. That stops us using the connection; it does not by itself cancel your plan.

We will continue to improve the service, which means features may change, integrations may be added or withdrawn, and technical requirements may be updated. Where a change materially affects the service you are paying for, we will communicate it where appropriate rather than simply making it.

Callahand relies on third-party providers for parts of the service: telephony and voice infrastructure, calendar providers, cloud and database hosting, transactional email, and language-model processing. Our privacy policy names the providers involved and describes what each one does.

The availability and behaviour of those providers affects Callahand. We do not control their outages, their changes, or their own terms — but we do choose them, configure them, and we will work with you when one of them causes a problem for your business rather than treating it as nothing to do with us.

Where you connect your own account to Callahand — a calendar, for example — that provider’s own terms apply to your relationship with them, in addition to these terms.

You agree not to use Callahand:

• for anything unlawful;
• to harass, abuse or threaten anyone;
• to impersonate another person or business, or to commit fraud;
• to attempt to bypass security controls or access another business’s data;
• to reverse engineer the service, except where law permits it regardless;
• by sharing sign-in credentials outside the people at your business we have authorised;
• to make misleading representations about emergencies, health or legal matters through the receptionist;
• for unsolicited bulk calling or similar unwanted outreach.

Callahand answers calls made to you. It is not built for outbound campaigns and must not be used as though it were.

Your business information and the records of calls to your business remain yours. You grant us the limited permission we need to process them in order to provide, support and secure the service, and for nothing else.

How we handle information, what we store and what we do not, and what the providers involved may do, is described in our privacy policy. That document governs, and these terms do not restate it.

Model training. Callahand does not use your business information or your callers’ information to train models of its own, and has approved no such use for unrelated model improvement. Processing by external model providers is governed by the configuration and terms applicable to our account with them; we do not speak for what happens inside their systems.

Callahand owns its software, its branding, its product design and the infrastructure that runs the service. Using the service does not transfer any of that to you.

You keep ownership of your own business information and content. If you send us feedback or suggestions, we may use them to improve the service, without identifying you and without disclosing anything confidential you have shared with us.

Each of us should protect non-public information the other shares through this relationship. Our handling of your data specifically is governed by the privacy policy rather than by this section.

We aim to provide a reliable service and we take it seriously — it answers your phone. Service may still be interrupted by maintenance, by an outage at one of the providers we depend on, by networking problems, by a configuration issue in your own account, or by events outside our reasonable control.

We do not commit to a particular level of availability, and no service-level commitment applies unless we have agreed one with you in writing. The service is provided on a commercially reasonable basis: AI outputs and third-party services are not error-free, we cannot promise every caller will be understood, and we do not promise that every call becomes a booking.

To the extent permitted by applicable law, any limitations of liability will be governed by the applicable agreement between Callahand and the customer.

We may suspend or end service where there is a real reason to: unpaid fees after reasonable notice, a security risk, unlawful or abusive use, a material breach of these terms, or a requirement imposed on us by a provider or by law.

Where the reason is an unpaid subscription, “reasonable notice” means this in practice: a failed payment starts a seven-day period during which your service continues exactly as before; only after those seven days does your account become eligible for suspension; and we will contact you before we suspend anything. Nothing is suspended automatically when the seven days run out — that remains a decision a person at Callahand makes.

We will use the least disruptive step that addresses the problem, and we will tell you what the problem is and give you a chance to fix it where the circumstances allow. Suspending a business’s receptionist means its calls go unanswered, and that is not something we intend to do lightly or without warning.

These terms take effect on 18 September 2026. This is our first version, and we expect to revise it as the product and the business develop.

When we change them, the revised terms and their new effective date appear on this page. If a change materially affects your rights or what you pay, we will tell you directly rather than relying on you noticing.

Questions about these terms, your account, or anything else: support@callahanddigital.com. A person reads that mailbox and will answer directly.