Terms: the deal, in plain English.

1. What you get

You get the plan or tier named on your order, at the price on our Pricing page on the day you order. All prices are plus VAT where applicable.

The AI receptionist answers calls to the number we provide, or to your own number if you forward it. On every plan it answers on the first ring, 24 hours a day, seven days a week; says it is an assistant; takes the caller's name, number and what they need; texts the caller to say someone will ring back; texts and emails you a summary within a minute; and puts the caller through to a mobile you nominate if they ask. Reception Plus adds appointment booking into your Google Calendar and missed-call text-back on your own number. Reception Pro adds a second number or department and a monthly review call. The assistant does not make judgement calls, does not quote prices it has not been given in the script, and can occasionally mishear a name, which is why it spells names back.

A website includes what the tier lists on the Pricing page: the number of pages, the forms, the rounds of changes, and domain and hosting for the first year. Anything not listed is quoted separately before we do it.

2. Minutes and overage

Receptionist plans include a number of minutes per calendar month. Unused minutes do not roll over. Minutes over your allowance are charged at your plan's rate (30p a minute on Reception, 25p on Reception Plus, 20p on Reception Pro) and added to your next invoice.

We send you a text and an email when you reach 80 percent and 100 percent of your included minutes. If you go over your included minutes in two months out of any three, we move you up to the next plan and tell you before we do.

3. Fair use

There is no cap on the number of calls. Minutes are the only cap. Time on a call that is transferred to your mobile counts towards your minutes until the call ends.

4. Term and notice

Receptionist and care plans run for a minimum of three months from the day the service goes live, then continue month to month. Either of us can end a monthly plan with 30 days' notice by email. Yearly receptionist plans (£1,450 for Reception, £2,400 for Reception Plus, £3,350 for Reception Pro) are paid in advance and are not refunded after the first month.

5. Setup and refunds

The receptionist setup fee covers building and testing your assistant with you. If your assistant is not live within 10 working days of us having what we need from you, the setup fee is refunded. Monthly fees are not refunded for part of a month.

For websites, nothing is paid until you have seen the preview and approved it. Once approved, the tier price is due before the site goes live on your domain.

6. Your website and domain

When you have paid for a website it is yours: the files, the content and the design. The domain is registered in your name, or transferred into your name on request at no charge. If you leave us, you receive the files and the domain within 14 days of asking.

Domain and hosting are included for the first year. After that the site needs a home, which is the Hosted plan or a Care plan on the Pricing page, or your own hosting if you prefer to move it.

7. Your number

The receptionist number is provided by Frame Empire for the service. After the minimum term you can take it with you for £50, and we transfer it within 14 days. Your own advertised number is never ours: if you forward it to the assistant, you keep control of it at all times.

8. Your data

You own your callers' data. Frame Empire processes it on your behalf under a data processing agreement, which forms part of these terms. Call recordings are kept for 30 days and transcripts for 12 months, then deleted. Callers are told at the start of a call that they are speaking to an assistant and that the call is recorded.

If your callers may share health or other sensitive information, tell us and recording is turned off for your assistant. Our Privacy page lists the categories of supplier we use and how long data is kept.

9. What we are not responsible for

We are not responsible for a missed booking or lost work because the assistant misheard something; for outages at our telephony or AI suppliers, although days affected are credited to your account; or for anything you asked us to put in the script.

Our total liability to you for any claim is capped at three months' fees for the service concerned. Nothing in these terms limits liability that cannot be limited by law.

10. Changes

One script change a month is included on Reception, two on Reception Plus and Pro. Further script changes are £35 each. New capabilities are quoted before we build them.

On websites, a small change is one request that takes under 30 minutes, such as text, prices, photos, opening hours or a new team member. Care plans include a number of small changes a month; without a plan a small change is £35, or £75 for same day, and anything larger is £45 an hour, agreed first.

11. Help

Email hello@frameempire.co.uk or WhatsApp 07777 467829, weekdays 9 to 6. We reply within one working day. A website that is down, or showing a wrong phone number, is fixed the same day on every plan and with no plan.

Frame Empire Ltd, registered in England and Wales, Company No. 16163944.