Terms: the deal, in plain English.

1. What you get

You get the plan or tier named on your order, at the price agreed with you and written on your order or payment link, which is never more than the price on our Pricing page on the day you order. Frame Empire Ltd is not VAT registered, so no VAT is added to any price.

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. The setup fee is the same as on the monthly plan: paid once, at setup, and not charged when the receptionist is bought with a website, or for a website client whose site is still with Frame Empire on Hosted or a Care plan. When the year ends, the plan continues month to month at the monthly price, with 30 days' notice, unless you renew for another year; we remind you 30 days before the year ends.

With the Website + Care bundle, Care starts from month one and the first three months are free. Those three months are the minimum term, so after them Care continues month to month and either of us can end it with 30 days' notice.

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 agreed price is due before the site goes live on your domain. Paying the invoice is how you accept these terms. Once the site is live on your domain the agreed price is not refunded: the work is finished and the files, the design and the domain are yours to keep.

5a. Get Found packages

Get Found Local (£295), Get Found + Search (£495) and Get Found Everywhere (£795) are paid once, with no monthly fee. We never promise a ranking, a position on a map, traffic, calls or customers, and we never refund for results, because none is promised. What we promise is the work listed for the package you choose. Before we start, we look at your site. If a cheaper package would do the same job we say so, move you down and refund the difference. If none of them would help you, we refund the whole price. That judgement is ours and we make it before any work begins; it is not a refund you can claim after the work is done.

Our part is done within 5 working days of you giving us what we need: manager access to your Google Business Profile and a user on Google Search Console. You add us; we never ask for a password. You can cancel for a full refund at any time before we start. If our part is not done within 5 working days of you giving us access, you also get a full refund. If you have not given us access 30 days after paying, we deliver what we can, send your report and close the work.

Your profile and listings stay in your name. We remove our access once the work is done (for Get Found + Search, after the 30-day check; for Get Found Everywhere, after the 60-day check) unless you ask us to stay. We never write, buy or reward reviews. We never go into your website: you or your web person paste in the pages we write, using our written guide. If your site cannot take them, the full price you paid counts towards a Frame Empire website ordered within 60 days.

6. Your website and domain

When you have paid for a website it is yours: the files, the content and the design. The one exception is material we license rather than own, such as stock photographs and fonts: those stay under their own licences, which allow their use on your site but not resale or reuse elsewhere, and we tell you which images are stock on request. 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.

We may show your finished, live site, your business name and your logo as an example of our work: on our website, on our social media and to businesses we are talking to. You can ask us to stop at any time by emailing hello@frameempire.co.uk, and we take it down within 7 days. We never show a preview before it is live, anything you gave us in confidence, or your customers' details. If you became a client before 25 October 2026, your terms said we would ask first: we still do, and nothing of yours is shown until you have said yes.

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: we start the transfer within 14 days of your request, at no charge, subject to the carrier's own porting process and number type. 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 our 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 every call that they are speaking to an assistant, and where the call is recorded they are told that too.

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; 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 07886 705438, 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.

12. Complaints

If something has gone wrong, tell us: use the form at frameempire.co.uk/complaints, email hello@frameempire.co.uk, WhatsApp 07886 705438, ring 020 8058 5348, or write to Frame Empire Ltd, 4 Thameshill Avenue, Romford, Essex, RM5 3BU. We acknowledge every complaint by the end of the next working day and give you our answer in writing within 15 working days; if we need longer, we tell you why and when. Our director decides every complaint and, if you are not satisfied, will look at it again if you ask within 28 days, and answers within 10 working days. A complaint about how we use personal data can also go to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint.

Frame Empire Ltd, registered in England and Wales, Company No. 16163944. Registered office: 4 Thameshill Avenue, Romford, Essex, RM5 3BU.