Terms of service

These are the terms on which we provide CallCatcher. They are written in plain English to match what the service actually does. By subscribing to a plan you agree to them.

1. Who you are contracting with

CallCatcher is a trading name of Keelson Holdings Ltd, a company registered in England and Wales under number 17359226, registered office 71-75 Shelton Street, Covent Garden, London WC2H 9JQ ("we", "us"). You can reach us at info@shipitstudio.co.uk.

CallCatcher is a business service. By subscribing you confirm that you are doing so in the course of a business, not as a consumer.

2. What the service is

CallCatcher is a fully managed AI receptionist and missed-call recovery service. Depending on your plan it answers calls diverted from your number, texts back missed callers, takes messages, captures booking and quote details, escalates emergencies to your nominated contact, and sends you summaries by text and email. We build, configure, monitor and tune it for you.

The assistant is an automated system. It is good, and we keep improving it, but it is not a human and will occasionally misunderstand a caller or fail to answer a question. Where it cannot help, it takes a message and flags it to you. You remain responsible for acting on the messages, bookings and quotes it passes to you.

3. Plans and prices

• Missed-Call Recovery — £299 per month. Instant text-back on missed calls, out-of-hours answering, message taking and a daily summary.
• Full AI Receptionist — £499 per month. Everything in Recovery plus 24/7 answering in your company's voice, diary booking and quote capture, emergency escalation rules and a monthly recovered-revenue report.
• Multi-site / Group — custom pricing, agreed in writing before anything starts.

Prices are flat monthly fees. There is no per-minute or per-call charge and no separate setup fee — setup is included in your first month. Keelson Holdings Ltd is not VAT registered, so the price shown is the total payable. If that changes we will tell you at least 30 days in advance.

Plans are subject to fair use. If your call volume is materially beyond what a single-line business of your kind would normally generate, we will talk to you about moving to a Group plan rather than cut you off without notice.

4. Payment

Subscriptions are paid monthly in advance by card through Stripe's hosted checkout. Your first payment is taken when you subscribe and each further payment on the same day each month until you cancel. Card details are entered on Stripe's page and are never seen or stored by us. If a payment fails we will let you know and retry; if it still fails after 14 days we may suspend the service until it is settled.

5. Setup and going live

After you subscribe we build your receptionist from your website, Google profile and a short call with you, then send it to you to test. It goes live once you have signed it off and set up call diversion on your line. Most businesses are live inside a week; that depends on how quickly you can test and confirm, and on your phone provider.

Call diversion is set up on your own number with your own provider. Any charges your provider makes for diverted calls are yours, not ours. We will tell you what to set and help you do it.

6. What we need from you

• Accurate information about your services, prices, coverage area and diary rules, and prompt notice when they change. The assistant can only say what it has been told.
• A working mobile number and email address for messages and escalations, and someone who actually reads them.
• Your assurance that you are entitled to have calls to your number answered and recorded on your behalf, and that you will tell your customers, where the law requires it, that calls may be recorded. We provide standard wording.
• Not to use the service for anything unlawful, deceptive or abusive, or to make outbound marketing calls or texts to people who have not consented to them.

7. Cancelling

There is no minimum term. You can cancel at any time by emailing info@shipitstudio.co.uk or through the Stripe billing link in your receipt. Cancellation takes effect at the end of the month you have already paid for; the service keeps running until then and you will not be charged again. We do not refund part-months, because the setup, monitoring and tuning are done whether or not calls come in.

We can end the service on 30 days' written notice, or immediately if you breach these terms, if a payment remains unpaid after the 14 days in section 4, or if we are required to by a telephony or AI provider we depend on. If we end it for our own convenience we refund any unused part of the month.

8. Data and privacy

For your callers' data you are the controller and we are your processor, acting on your documented instructions. Our privacy notice explains what is handled, which suppliers are involved and how long things are kept. A short data-processing agreement setting out the same in the form UK GDPR requires forms part of your setup, and this section is subject to it.

Call recordings, transcripts and summaries are held for the retention period agreed with you at setup and deleted after it. On cancellation we delete your configuration and any remaining recordings within 30 days, except billing records we must keep by law.

9. Service levels

We aim for the service to be available around the clock and we monitor it. We cannot promise it will never fail: it relies on telephony and AI providers, mobile networks and your own phone line, none of which we control. If the service is down for a material period through our fault we will credit a fair proportion of that month's fee. That credit is the extent of our liability for downtime.

10. Liability

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

Otherwise, we are not liable for loss of profit, loss of business, loss of a job or booking, or any indirect or consequential loss, including where the assistant misheard a caller, gave a wrong price, missed a booking, or a message did not reach you. Our total liability to you in any twelve-month period is limited to the fees you paid us in that period.

The assistant is not an emergency service. If your work involves genuine emergencies you must keep an independent route for them and tell your customers what it is; the escalation rules are a help, not a substitute.

11. Intellectual property

The CallCatcher platform, prompts, voices and configurations are ours or our suppliers' and remain so. Your business information, recordings and the messages produced for you are yours. You give us a licence to use them only to provide the service. We do not use your calls to train models available to anyone else.

12. Changes to these terms

We may update these terms. If a change is material we will email you at least 30 days before it takes effect, and you can cancel before then if you do not accept it. The date at the bottom of this page tells you when it last changed.

13. General

These terms are the whole agreement between us for the service, together with any Group plan proposal and data-processing agreement we sign with you. They are governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction. If any part is found unenforceable the rest still applies. Neither of us is liable for failing to perform because of something outside our reasonable control.