Terms of Service

Last updated: 24 August 2026 · TradesAI Operator Ltd (Companies House 17114582)

1. Definitions

• Company / We / Us: TradesAI Operator Ltd, Companies House 17114582, 5 Brayford Square, London, E1 0SG.
• Customer / You: The trade business that has subscribed to the Service.
• End User: Any individual who contacts your business via the AI receptionist (callers, enquirers).
• Service: The TradesAI Operator platform, including the AI receptionist, portal, APIs, and all related features.
• Subscription Fee: The monthly recurring charge for access to the Service.
• Go-Live Date: The date on which the Service first answers a call on the Customer’s behalf. All term and pilot timings referenced in these Terms are measured from this date.
• Pilot Period: The 10 calendar days immediately following the Go-Live Date.

2. Service Description

TradesAI Operator provides a 24/7 AI receptionist service for UK trade businesses (plumbers, electricians, HVAC engineers, roofers, and 40+ other trades). The Service handles inbound calls, captures enquiries, books appointments into Google Calendar, logs interactions to Google Sheets, sends SMS confirmations via Twilio, detects emergencies, and provides a management portal for the Customer.

The Service is a software platform. We are not a licensed trade business and we provide no trade services directly. The Customer remains solely responsible for all trade work carried out for End Users.

3. Subscription & Billing

Setup fee (one-time):

• £1,197 — covers bespoke AI configuration, Twilio provisioning, Google integrations, and onboarding.
• Non-refundable once the onboarding process has commenced. One exception: if the Service is not live and answering calls within 72 hours of onboarding completion due to our failure, the setup fee is refunded in full. See Section 6.

Monthly subscription (billed in advance):

• Starter — £447 / month (currently available)
• Professional — £997 / month (launching October 2026)
• Enterprise — £2,197 / month (launching October 2026)

All fees are quoted exclusive of VAT. Where applicable, VAT will be added at the prevailing UK rate. Payment is due on the billing anniversary each month. Failure to pay within 14 days may result in service suspension.

4. Unlimited Use

Your subscription includes unlimited inbound call answering, bookings, and confirmation SMS for genuine business use. To protect service quality for all clients, ‘unlimited’ does not cover abnormal or artificial traffic (for example auto-dialled, bulk, or non-customer calls). If we identify abnormal usage we will contact you and allow at least 14 days to resolve it together before any change to your service.

5. Cancellation

5.1 — 10-day live pilot

You have a 10-day live pilot starting on the Go-Live Date (as defined in Section 1). At any time during the Pilot Period you may cancel the subscription by written notice to admin@tradesaioperator.uk. Notice must include your business name and registered account email address. On a valid Pilot-Period cancellation: the agreement ends, you owe no minimum term, no further monthly fees are payable, and the setup fee is retained.

5.2 — 12-month minimum term

If you do not cancel during the Pilot Period, the subscription continues on the Starter tier (currently £447/month) for a 12-month minimum term measured from the Go-Live Date.

5.3 — Early termination during the minimum term

You may cancel at any time during the 12-month minimum term by written notice to the address above. On early termination, an early-termination fee of 50% of the remaining monthly fees to the end of the minimum term applies, subject to a minimum of £500. The early-termination fee is invoiced with your final billing cycle. Access to the portal and Service ends at the end of that final billing cycle.

5.4 — Cancellation at or after the end of the minimum term

At or after the end of the 12-month minimum term either party may cancel on 30 days’ written notice. No fee applies. Your account remains active until the end of the current billing period; no further charges are taken after the notice period expires.

5.5 — Founding clients

Where the setup fee has been waived under our Founding Client offer, the same structure applies with one adjustment: cancellation during the Pilot Period ends the agreement with nothing to pay (no setup fee retained, no further monthly fees). After the Pilot Period, the 12-month minimum term and the Section 5.3 early-termination fee apply on the same basis as any other Customer.

5.6 — Termination for breach

We may terminate your access immediately and without notice if you materially breach these Terms, fail to pay fees outstanding for more than 30 days, or use the Service for any unlawful purpose. In that case, no refund or waiver of unpaid fees applies.

6. Refund Policy

Monthly subscription fees are non-refundable except where the Service has experienced documented downtime exceeding 10% of total hours in a calendar month (i.e. less than 90% availability in that month). In that case, the Customer is entitled to a pro-rata refund for the affected period only.

To claim a downtime refund, the Customer must submit a written request with supporting evidence within 14 days of the affected month. Refund claims are assessed against our server monitoring records. Refunds are issued to the original payment method within 14 business days of approval.

The one-time setup fee is non-refundable after onboarding has commenced, save for one exception: if the Service is not live and answering calls within 72 hours of onboarding completion due to our failure, the setup fee is refunded in full and no further amount is payable by you.

7. Acceptable Use

You agree not to:

• Use the Service for any unlawful, fraudulent, or deceptive purpose.
• Collect or process End User data beyond what is necessary to deliver trade services.
• Reverse-engineer, decompile, or attempt to extract the source code of any part of the platform.
• Resell, sublicense, or transfer access to any third party without written consent.
• Use the Service in a manner that could harm, overload, or impair its availability for other customers.
• Misrepresent the AI receptionist as a human to End Users in a manner that violates applicable law.

You are responsible for ensuring that your use of the Service complies with all applicable UK regulations, including GDPR, the Consumer Rights Act 2015, and any trade-specific licensing requirements (Gas Safe, NICEIC, etc.).

8. Limitation of Liability

To the fullest extent permitted by law, our total aggregate liability to you for all claims arising under or in connection with these Terms shall not exceed the total fees paid by you to us in the 12 months immediately preceding the event giving rise to the claim.

We shall not be liable for any indirect, consequential, special, or exemplary loss, including loss of revenue, loss of profit, loss of business opportunity, or damage to reputation, even if we have been advised of the possibility of such loss.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

9. Service Availability

We target 99% availability for the platform, measured monthly. This is a target, not a contractual SLA guarantee. No financial penalty applies for failure to meet the 99% target at the Starter tier.

Downtime may occur due to scheduled maintenance (notified in advance where possible), failures of third-party infrastructure (Retell AI, Twilio, Google, Vercel), force majeure events, or security incidents requiring immediate intervention.

We will use reasonable endeavours to restore service promptly and to notify affected Customers of significant outages via email.

10. Data Ownership & Intellectual Property

Your data:

The Customer retains full ownership of all data inputted into the Service, including End User data (call records, bookings, transcripts). We process this data on your behalf as a data processor under UK GDPR. See our Privacy Policy for full details.

Our intellectual property:

TradesAI Operator Ltd retains all rights, title, and interest in and to the platform, including all software, AI models, algorithms, APIs, designs, trademarks, and documentation. No rights in our IP are transferred by these Terms. The limited licence granted to use the Service is non-exclusive, non-transferable, and terminates when your subscription ends.

11. Changes to These Terms

We may update these Terms from time to time. Where changes are material, we will provide at least 30 days' notice by email to your registered address before the new Terms take effect. Continued use of the Service after the effective date constitutes acceptance of the revised Terms.

If you do not accept revised Terms, you may cancel your subscription in accordance with Section 5 before the effective date, and we will issue a pro-rata refund for any unused prepaid period.

12. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales for the resolution of any dispute arising under or in connection with these Terms.

We encourage good-faith discussion to resolve any dispute before formal legal action. Where a dispute cannot be resolved informally, either party may refer the matter to the courts.

13. Contact