Legal · Business terms

Business Terms of Service

Effective and last updated: 30 August 2026

1. The parties and the agreement

These terms are between the business identified in an order, checkout or written proposal (the Customer) and the individual operator of the TradieDial trading name in Iceland (the Provider). The Provider's address is awaiting publication. 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. 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, completes checkout, or first uses an activated paid service.

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 Beta, preview or explicitly experimental features may change or be withdrawn and are provided without a service commitment.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, service areas, emergency rules, appointment availability, escalation contacts and lawful caller notices. The Customer authorises us to configure telecommunications, calendar, messaging and AI providers only to the extent selected in setup or later approved.

• 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. If the Customer asks us to disable recording, some transcription, review and dispute-resolution functions may be unavailable.

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. Outreach mailboxes use Mailforge SMTP/IMAP infrastructure when that feature is configured; mailbox credentials are encrypted at rest and are not exposed in the customer interface.

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

The Order states the subscription fee, included minutes or usage, overage rate, billing interval and any promotional protection. Fees are exclusive of VAT or other applicable taxes unless the Order says otherwise. We will not impose a new paid overage or materially increase a recurring price during a paid billing period without notice and any consent required by the payment method.

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.

10. Acceptable 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.

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. 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 Terms and non-contractual disputes 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.