Terms of Service

These terms govern your use of CallsPicked. By using the service you agree to them. If you have a question, email hello@callspicked.com.

The service

CallsPicked provides AI employees that answer your calls, take bookings, and create and publish social media on your behalf. Every business is set up personally; the exact scope and quote are confirmed on your setup call.

Plans & billing

Prices are from-prices, confirmed on your setup call, and billed monthly via Stripe. There are no long contracts; you can cancel anytime and your plan ends at the close of the current billing period. Plans include a fair-use allowance; we'll always flag this with you rather than surprise you.

Your responsibilities

• Give us accurate business information and keep it up to date.
• Hold the rights to any photos and content you provide, and only connect social accounts you own or are authorised to manage.
• Use the service lawfully and not for spam, harassment or anything that breaks the rules of the platforms we post to.

AI and the platforms

Our AI aims to be accurate and on-brand, but it can make mistakes; public social replies are drafted for your approval. We act within the rules of Meta and other platforms, but those platforms are responsible for their own services and may change their terms.

Liability

We provide the service with reasonable care and skill. To the extent permitted by law, we are not liable for indirect or consequential loss, and our total liability is limited to the fees you paid in the previous three months. Nothing here limits liability that cannot be limited by law.

Termination

You can stop using the service at any time. We may suspend or end access for serious or repeated breaches of these terms.

Your customers' data: our processor terms

This section is our data processing agreement with you under Article 28 of the UK GDPR. It is part of these terms and applies automatically, so there is nothing separate to sign. If anything elsewhere in these terms conflicts with it, this section wins for your customers' personal data.

Who is responsible for what

For your own account information, your business details and your billing, CallsPicked is the data controller. For the personal data of the people who contact you, the callers, texters, the people who message your social accounts and the customers you book in, you are the controller and we are your processor. You decide what happens to that data; we act for you.

What we process for you

• Why: to run the AI employees you have switched on. Answering calls, replying to texts, WhatsApp, DMs and comments, taking and managing bookings, and following up with your customers.
• What we do with it: collect it, transcribe it, store it, organise it, use it to reply and to book, and pass it to the sub-processors listed below.
• The data: names, phone numbers, email addresses, the content of calls as transcripts, the content of texts, WhatsApp messages, DMs and comments, booking and appointment details, and the extra details your trade records, such as a pet's name and breed.
• Whose: your customers, your enquirers, and anyone else who gets in touch with your business.
• For how long: to the retention schedule in the Privacy Policy, which deletes call transcripts 12 months after the call and message threads 24 months after the message while your plan is active. What happens to the rest when your plan ends is under "When it ends" below.

We act only on your instructions

We process your customers' data only to provide the service, and only on your instructions. Your instructions are these terms, the settings you choose in your dashboard, and anything else you ask us in writing. If we believe an instruction would break data protection law, we will tell you rather than quietly follow it. We do not use your customers' data to train AI models, and we never sell it.

Confidentiality

Access is limited to the people who need it to run the service or to support you, and everyone who has it is under a duty of confidentiality that continues after they stop working with us.

How we keep it safe

• Everything travels over encrypted connections, including the call audio in transit.
• Every business's records are separated in the database by row-level security, so one business cannot read another's data.
• Incoming requests from our telephony and social providers are signature-checked before we act on them.
• Your data sits in Supabase's managed Postgres in Ireland, which encrypts it at rest.
• Credentials live in our hosting platforms' secret stores, never in the code.

These measures are proportionate to the service as it stands today, and we will keep them under review as it grows.

Sub-processors

You give us general authorisation to use the companies listed at callspicked.com/subprocessors, which names each one, what it handles and where. We engage each on written terms that hold them to the same obligations we owe you, and we stay responsible to you for what they do with your data.

If we add or replace a sub-processor that handles your customers' data, we will update that page and email the owner on your account at least 30 days before the change takes effect. If you object and we cannot resolve it between us, you can end your plan without penalty.

Helping you answer your customers

If one of your customers asks you for a copy of their data, or asks you to correct or delete it, email us and we will do the work so you can answer within the one month the law gives you. This is a manual process today: we handle these by hand rather than through a button in the dashboard, so send it on as soon as it reaches you. We will also help, so far as it is reasonable and relevant to what we do, with data protection impact assessments and any consultation you need to have with the ICO.

If something goes wrong

If we become aware of a personal data breach affecting your customers' data, we will tell you without undue delay and in any event within 48 hours, with what we know at the time: what happened, who is affected, what the likely consequences are and what we are doing about it. Deciding whether to report it to the ICO is yours as the controller, and we will give you what you need to make that decision.

Audits and information

We will give you, in writing, the information you reasonably need to satisfy yourself that we are meeting these terms. If you need to audit us, tell us what you need and we will agree a scope and a time that does not disrupt the service. If audits become frequent we may charge for the time they take.

Sending data outside the UK

Some of our sub-processors are outside the UK. The country and the transfer basis for each are on the sub-processors page. We will not move your customers' data to a new country without a lawful basis for that transfer in place first.

When it ends

When your plan ends, tell us whether you want a copy of your customers' data or want it deleted, and we will do it within 30 days of you asking. If you do not tell us, we keep it, so nothing is lost if you come back, and you can ask for it to be deleted at any point after that. We keep only what the law requires us to keep, such as billing records.

Governing law

These terms are governed by the laws of England and Wales.

Contact

CallsPicked · hello@callspicked.com