Legal · Business terms

Business Terms of Service

Last updated: 15 October 2026

1. The parties and the agreement

These service terms are between the business identified in an order, checkout or written proposal (the Customer) and Sindri Páll Benediktsson and Birgir Sveinn Benediktsson, trading as TradieDial (the Provider). The Order must identify the service provider and the seller taking payment before acceptance. Contact: hello@tradiedial.com.

The agreement consists of the Order, these Terms, the Data Processing Addendum, the Privacy Policy and any expressly incorporated service schedule, including our Billing, Cancellation and Refund Policy and Acceptable Use Policy. If they conflict, the Order controls commercial details, the DPA controls processing of personal data, and these Terms control everything else.

The agreement starts when the Customer accepts an Order or approves a subscription after these Terms have been made available. A sales demonstration or a prepared account does not itself authorise payment. A sales representative cannot approve payment on the Customer's behalf.

2. The service

TradieDial provides a configurable AI receptionist and related workflow tools. Depending on the Order, features may include answering calls, capturing caller and job details, identifying urgency, sending alerts, booking appointments, continuing genuine enquiries by SMS, collecting secure customer updates, displaying recordings/transcripts, recording outcomes and estimating recovered revenue.

We may improve or replace a feature provided that the service's material overall function is not substantially reduced during a paid term. Beta, preview or explicitly experimental features may change or be withdrawn and are provided without a service commitment.

3. Setup, authority and Customer instructions

The Customer must provide accurate business information, routing instructions, accepted jobs, service areas, hours, urgent-callout availability, escalation contacts and lawful caller notices. Sam supplies standard danger guidance; the Customer does not need to write emergency scripts. The Customer confirms the business details and authorises the selected integrations. A TradieDial owner approves the saved setup before it is applied to Sam; payment, setup approval and forwarding activation are separate steps.

The service guide explains the checks required for each feature. Booking requests are not confirmed appointments; automatic booking requires a connected calendar, the Customer's approval and a successful booking result. Sam uses approved price guidance only and must not invent a quote or arrival time.

• The Customer must test forwarding, alerts, booking rules and emergency handover before relying on them.
• The Customer must keep account access secure, use named users where available and notify us promptly of suspected compromise.
• The Customer is responsible for the services it provides to callers, its prices, availability, licences, safety obligations and professional judgement.
• The Customer must not instruct Sam to make deceptive claims, provide regulated professional advice, discriminate unlawfully or conceal that it is an AI assistant.

4. Caller privacy, recording and customer responsibility

The Customer is normally the controller of caller, booking and job data and TradieDial is its processor. The Customer must determine and document a lawful basis, publish clear caller privacy information, handle data-subject requests, complete any required impact or legitimate-interest assessment, and register/pay a data-protection fee where applicable.

The configured greeting discloses that the caller is speaking with an AI assistant and that the call may be recorded. The Customer must not remove or contradict that disclosure. A recording announcement is not, by itself, consent or a substitute for a lawful basis. Ask us to confirm available recording controls before relying on a recording-free service; live speech still needs processing for Sam to answer.

5. AI limitations and human oversight

AI and speech systems are probabilistic. Sam may misunderstand speech, names, addresses, urgency, availability or instructions, and generated summaries or recommendations may be incomplete. The Customer must review important information and maintain a practical human fallback.

TradieDial is not a substitute for a qualified tradesperson, emergency dispatcher, medical professional, gas engineer, lawyer or other professional. We do not warrant that every call will connect, every detail will be accurate, or every enquiry will become a job.

6. Emergency use

TradieDial is not an emergency service and does not dispatch emergency responders. Safety scripts may tell a caller to leave danger and contact 999 or an appropriate emergency line, but the Customer remains responsible for reviewing urgent alerts and deciding what action to take. The service must not be the Customer's sole control for life safety, gas, fire, electrical danger, flooding or medical emergencies.

7. Connected services

The Customer may authorise integrations such as calendars, telephony, messaging, payment or email. The Customer authorises the permissions clearly shown during connection and confirms it has authority over the account. TradieDial's own sales mailboxes are separate from the receptionist service; a subscription does not include an autonomous cold-marketing service.

The Customer must comply with each connected provider's terms and acceptable-use rules. The Customer must not use TradieDial or a connected mailbox to send spam, evade provider limits or contact a person unlawfully. Connecting an integration does not by itself activate autonomous sending or provisioning.

8. Fees, usage and taxes

Our advertised UK plans are £99, £149 and £249 per month, in GBP, excluding VAT. Applicable VAT is added to the advertised base price and shown before payment. For a Creem sale, Creem calculates the applicable transaction tax using the Customer's billing details and tax status. Its payment-processing fee is separate from customer VAT; we do not describe that fee as a tax or add an undisclosed fee to the bill. Existing agreed PayPal orders keep the amount shown on their own checkout and receipt.

The Order and checkout state the provider, recurring amount, billing interval, allowances, applicable tax, first payment and renewal terms before approval. We do not silently add tax or extra usage afterwards. The Customer must provide accurate business, billing and tax information. Transaction-tax handling by a Merchant of Record does not determine the Customer's or TradieDial's separate registration, income-tax or accounting obligations.

For purchases through Creem, its Buyer Terms govern the sale, payment and Creem's customer services and take precedence for those matters if they conflict with these service terms. The DPA continues to govern processing of caller and job data by TradieDial for the Customer.

Minutes cover connected Sam call time, including listening. Allowances renew with the paid period and do not roll over. Each new call temporarily reserves up to ten minutes, so new-call cover can pause before the displayed balance reaches zero or while concurrent calls settle. Long texts and some characters use multiple SMS segments; owner alerts share the outgoing allowance. No extra spending is authorised by the subscription alone. See the billing policy.

Unless the Order says otherwise, subscriptions renew monthly and may be cancelled at any time, effective at the end of the current paid period. The Customer remains responsible for authorised usage incurred before cancellation. Failed or overdue payment may result in notice, restricted functionality or suspension.

9. Thirty-day money-back guarantee

A new Customer may request a refund of its first subscription fee within 30 days after its first paid service period begins. The guarantee applies once per business, covers the subscription fee only, and excludes separately agreed third-party, telephone or usage charges. It does not apply to fraud, abusive use or a material breach. Nothing in this section limits a mandatory legal remedy.

Included minutes and texts are part of that subscription fee and are not retrospectively deducted from a qualifying guarantee refund. Email hello@tradiedial.com with the account and payment reference. Do not send card details or passwords.

A qualifying first-fee refund includes the transaction tax charged on that refunded fee, subject to the payment provider's applicable tax adjustments. Approved refunds go through the original payment provider and method. We confirm submission and provider status; the bank or payment provider determines when the funds appear. Other refunds and mandatory remedies are explained in the billing policy.

10. Acceptable use

The Acceptable Use Policy forms part of this agreement and sets out the rules for Sam, calls, messages, recordings and customer information, including how to report misuse and request a review. The Customer must ensure its authorised users follow it. No Order or instruction permits unlawful use.

The Customer must not use or allow the service to:

• break law, regulation, sanctions, professional rules or another person's rights;
• make abusive, threatening, discriminatory, deceptive, fraudulent or unsolicited automated calls or messages;
• impersonate a person, conceal sender identity or use deceptive caller ID, headers or subject lines;
• collect unnecessary sensitive data, payment-card data or account passwords through Sam;
• upload malware, probe security, bypass access controls or rate limits, or interfere with the service;
• reverse-engineer the service except where that restriction is prohibited by law; or
• use output or connected-provider data to train an unrelated model, build surveillance profiles or resell personal data.

11. Availability, maintenance and support

We aim to keep the service available but do not promise uninterrupted or error-free operation. Availability depends on telecommunications networks, internet access and third-party providers. We may perform maintenance, respond to incidents and apply emergency safety changes. Support is available at hello@tradiedial.com.

24/7 answering describes automated call handling while the service is active and has available allowance; it is not a promise of round-the-clock human support. Follow our support and complaints process if something goes wrong.

12. Intellectual property and feedback

TradieDial and its licensors own the service, software, models, workflows, documentation, branding and improvements. Subject to payment and these Terms, the Customer receives a limited, non-exclusive, non-transferable right to use the service for its internal business during the agreement.

The Customer retains rights in its business information, instructions and Customer Data. It grants us the limited rights needed to process that material to provide, secure and support the service. Feedback may be used without restriction provided we do not identify the Customer or disclose its confidential information.

13. Confidentiality

Each party must protect the other's non-public business, technical and commercial information with reasonable care and use it only for the agreement. This does not cover information already lawfully known, public through no breach, independently developed, or lawfully received from another source. A legally compelled disclosure is permitted after notice where lawful.

14. Data protection and security

Each party must comply with data-protection law applicable to its role. The DPA applies whenever TradieDial processes personal data for the Customer. Our security measures are described in the DPA and Privacy Policy. No security measure eliminates all risk, and each party must notify the other promptly of an incident relevant to the service.

15. Suspension and termination

We may suspend affected functionality immediately where reasonably necessary for security, safety, legal compliance, provider restrictions, non-payment or material misuse. Where practicable, we will explain the reason and allow the Customer to remedy it. Suspension is scoped to the affected service where reasonably possible.

Either party may terminate for material breach not cured within 14 days after written notice, or immediately for an incurable breach, insolvency or unlawful use. On termination, access ends and Customer Data is returned or deleted as described in the DPA, except for legal records, backups pending deletion and suppression data that must be retained.

16. Warranties

Each party warrants that it has authority to enter the agreement. We warrant that we will provide the service with reasonable care and skill. Except as expressly stated and to the fullest extent permitted by law, other warranties and conditions are excluded. If the service materially fails to conform, we will use reasonable efforts to correct it; if we cannot, the Customer may terminate the affected service and receive a pro-rata refund for the unused paid period.

17. Liability

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, wilful misconduct, or any liability that cannot lawfully be excluded.

Subject to that sentence, neither party is liable for indirect or consequential loss, loss of profit, revenue, anticipated savings, goodwill or business opportunity. TradieDial's total aggregate liability arising in any rolling 12-month period is limited to the fees paid or payable for the service in that period. Liability for breach of confidentiality or data-protection obligations is capped at twice that amount. The limits apply across contract, tort, negligence and other causes together.

The parties acknowledge that the fees reflect this allocation of risk. Each party must take reasonable steps to mitigate loss. TradieDial is not liable for failure caused by inaccurate Customer instructions, unavailable third-party networks, an emergency outside the service's intended use, or Customer delay in reviewing an alert, except to the extent caused by TradieDial's breach.

18. Customer indemnity

The Customer will defend and indemnify TradieDial against a third-party claim arising directly from unlawful Customer content or instructions, the Customer's unlicensed services, or the Customer's knowing use of the service for unlawful calls or marketing. This does not apply to the extent the claim was caused by TradieDial's breach, negligence or unauthorised processing. TradieDial must give prompt notice and reasonable control of the defence, and no settlement may admit TradieDial's fault without consent.

19. Changes to these Terms

We may change these Terms to reflect law, security, providers or product changes. We will give at least 30 days' notice of a material change that adversely affects an active Customer, unless urgent law or security requires less. A Customer that objects may terminate before the change takes effect and receive a pro-rata refund of prepaid unused fees.

20. General

Neither party is liable for delay caused by events beyond reasonable control, but payment obligations already due are not excused. The Customer may not assign the agreement without consent, not to be unreasonably withheld; TradieDial may assign it with the business or service on notice, subject to applicable law and any consent required to transfer contractual obligations. Later incorporation does not itself replace the legal seller, change a subscription or authorise a new payment mandate. We may use sub-processors as set out in the DPA.

If a provision is unenforceable, it is adjusted or removed only as necessary and the rest remains effective. A delay in enforcement is not a waiver. The agreement creates no partnership, agency or employment relationship. No third party may enforce it under the Contracts (Rights of Third Parties) Act 1999.

The agreement is the entire agreement about the service and replaces prior statements, without excluding liability for fraud. Notices may be sent to the email in the Order and to hello@tradiedial.com.

21. Governing law and disputes

The parties will first try in good faith to resolve a dispute through senior representatives. These service Terms and non-contractual disputes between the Customer and TradieDial are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, unless the Order expressly states otherwise and subject to mandatory law. A purchase through Creem has separate Buyer Terms governing the Customer's relationship with Creem; this clause does not replace those terms or bind Creem.