Terms of service

These terms are between you and Fixology Ltd, registered in England and Wales at 47 Bradley Road, Luton, Bedfordshire, England, LU4 8SL. Callwise is a trading style of Fixology Ltd. They apply from the day your assistant goes live.

A managed answering service. We build a voice assistant around your business, connect it to your calendar, and run it for you. It is a service, not a software licence: you are not buying a login and being left to configure it.

The assistant answers calls diverted to it, and depending on your configuration it will:

• Answer the questions you have told us your callers ask.
• Take bookings into the calendar you have connected.
• Transfer or escalate anything on the list you have given us.
• Record and transcribe the call, and send you the summary.

Stated here so that nothing on the marketing pages can be read as promising more.

• It identifies itself as an assistant when it answers, and confirms it is not a person if asked directly. We will not configure it to claim otherwise.
• It does not give clinical, legal or financial advice. Where a caller asks for it, the assistant says only a qualified person can answer and takes the details instead.
• It does not perform clinical triage. It asks the questions you specify and applies the rules you set.
• We make no promise about a specific answer time, a specific accuracy rate, or a specific level of uptime. Where you need a service level, it has to be agreed separately in writing.

Setup is a short call, a build, your approval of the script, and a divert on your existing phone system. You can usually be live within 24 hours of that call. There is no setup charge.

For the first week we read the transcripts and tune the assistant. It will get things wrong in that period and we would rather say so here than surprise you with it.

• Prices run from £499 to £1,499 a month depending on the number of sites and diaries. Your written quote states which applies.
• Billed monthly in advance. Nothing to pay up front and no charge per minute or per call.
• There is no minimum term. The agreement runs month to month, with no minimum term.
• Either of us can end it with one month’s written notice, to take effect at the end of a billing period. Email is sufficient.
• We will give at least 60 days' written notice before changing your monthly fee. If you do not accept the change you may end the agreement before it takes effect.
• Fees are exclusive of VAT where it applies. Invoices are due within 14 days, and we may suspend the service if an invoice is more than 30 days overdue, after telling you first.

When the agreement ends, remove the divert and the assistant stops answering immediately. We will make your recordings and transcripts available for download, then delete them 30 days after the last day of service unless you ask us to delete them sooner.

• The accuracy of the information you give us: opening hours, services, prices and availability.
• Your escalation and emergency criteria. You set them, and you are responsible for their clinical or professional correctness. We will implement exactly what you approve.
• Keeping the mobile numbers for escalated calls current, and telling us when they change.
• Telling your own callers about call recording where your regulator requires it in addition to the notice the assistant gives at the start of the call.
• Being the controller of your callers' personal data, with us as your processor under the data processing agreement.

The service is for answering inbound calls to your business. It must not be used for outbound marketing calls, for anything unlawful, or to impersonate another organisation. We may suspend the service immediately if it is, and we will tell you why.

We work to keep the service running continuously, but no telephone service is immune to network failure. If the assistant is unavailable, calls follow whatever your phone system does when the divert fails, which is normally your own voicemail. Keeping a sensible fallback configured is worth doing.

If something goes wrong, tell us and we will fix it. Where a fault is ours and materially affects the service for more than a day, we will credit the affected part of that month’s fee.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that, neither of us is liable for loss of profit, loss of business, loss of anticipated savings or indirect loss, and our total liability in any twelve month period is limited to the fees you paid us in that period.

You remain responsible for your own emergency arrangements. The assistant applies the escalation rules you set, and it is not a substitute for a clinical, legal or emergency service.

Each of us will keep the other’s confidential information confidential. Your call recordings, transcripts, customer data and the content of your assistant’s script are yours. The platform, tooling and our general know-how remain ours.

We will not name you as a client or quote you publicly without your written permission.

How personal data is handled is set out in the privacy policy and the data processing agreement, which forms part of these terms.

These terms, your quote and the data processing agreement are the whole agreement between us. Neither of us may transfer the agreement without the other’s consent, except to a company acquiring the business. If any part is unenforceable the rest still applies. There are no third party beneficiaries.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.