Terms of service: InstallerLine (business clients)

These terms are for business customers only. If you have any questions about them, email hello@installerline.co.uk.

Last updated: 20 October 2026

1. About these terms

1.1 These terms apply when InstallerLine Ltd (a company registered in England and Wales, company no. 17531636, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ), trading as InstallerLine ("we", "us"), provides its services to you, the business named in your order or sign-up ("you", "the Client").

1.2 You confirm that you are acting for the purposes of your trade or business and not as a consumer.

1.3 The contract is made up of these terms, your chosen plan (as shown on our website or in our written quote) and the Data Processing Agreement in Schedule 1 (together, the "Agreement"). If they conflict, the Data Processing Agreement applies to data protection matters, and otherwise these terms apply.

2. The service

2.1 We provide an AI telephone receptionist that answers calls diverted to a number we supply. It takes callers' details, gives answers you have approved, can pencil provisional appointments into a calendar you connect for you to confirm (see clause 2.4), sends call summaries by email and SMS, and texts back callers who ring off (the "Service").

2.2 We set up and maintain your call script using the information you provide. You are responsible for checking that the information is accurate (services, prices you allow us to quote, opening hours, service area, safety contacts), and for telling us about changes.

2.3 The Service is an AI system and can make mistakes. It may mishear, misunderstand or fail to capture information, or fail to answer a call because of telephony, network or platform outages. It is a convenience tool, not an emergency service. It does not replace your own safety procedures, an out-of-hours emergency arrangement, or the emergency services.

2.4 Bookings are provisional until you confirm them. Any appointment the Service makes is a provisional request, not a confirmed booking, until you confirm it. (a) We add it to your connected calendar marked "PROVISIONAL" and text you so that you can confirm it, or propose another time, with one tap or reply. (b) The Service tells callers that the time is pencilled in and that your team will text to confirm it. It does not promise a firm time, price or engineer. (c) If you have not confirmed a provisional booking within the confirmation window set for your account (by default, 24 hours after it is made or 2 hours before the slot, whichever is sooner), we will text the caller to say that your team will call to arrange a time, and the slot will be released. (d) The Service only offers slots that fit the booking rules you give us, such as your working hours, travel time between jobs, maximum surveys per day, minimum notice and furthest booking date, excluded postcodes, and which job types may be booked. Repairs and breakdowns are always passed to you for a call-back and are never booked. (e) You are responsible for confirming, rearranging or cancelling provisional bookings, for contacting your callers about them, and for keeping your calendar and booking rules accurate and up to date. Clause 10.6 limits our liability for bookings.

2.5 Safety hand-off. The script will tell callers who report a gas smell or carbon monoxide to leave the property and call the National Gas Emergency Service on 0800 111 999 (or 999 if life is at risk), and will not book such calls as normal jobs. You must not ask us to remove or weaken this wording. If you operate in Northern Ireland, you must tell us so that the correct number is used.

2.6 We aim for the Service to be available 24/7, but we do not guarantee uninterrupted or error-free operation. We will tell you about planned maintenance where we reasonably can.

2.7 We may change the third-party platforms we use (for example the voice AI, telephony or language-model providers), provided the Service is not materially reduced.

3. Founding offer: free first month

3.1 Who it is for. The founding offer is available only to the first 10 business clients whose numbers go live on a paid plan under it, and only once per business. We decide, acting reasonably, whether the limit has been reached. Clients who join after that are not entitled to the founding offer.

3.2 Payment method taken upfront. When you sign up you must give us a valid payment card or Direct Debit mandate for your chosen plan. Nothing is charged during the free month.

3.3 Free first month. Your free month runs for 30 days starting on the day your InstallerLine number goes live (the "Go-Live Date"). During it you receive your chosen plan's normal features and included minutes. No extra-minute charges apply in the free month: if the included minutes run out, calls ring through to you as normal and missed callers still receive a text-back.

3.4 First charge date. Your first monthly fee is charged on the 31st day after the Go-Live Date (the "First Charge Date"), and monthly in advance on the same day of each month after that, under clause 4. We will confirm the First Charge Date by email on the Go-Live Date and remind you by email at least 7 days before it.

3.5 Cancelling before the first charge. You may cancel at any time before the First Charge Date by email to hello@installerline.co.uk. The 30-day notice period in clause 5.2 does not apply to cancellation under this clause. Cancellation takes effect when we receive your email. You will not be charged anything, and we will cancel the card authority or Direct Debit mandate, disable the number, and delete your call data within 30 days unless you ask us to export it to you first.

3.6 Setup fee waived. No setup fee is payable by founding clients.

3.7 12-month price lock. The monthly fee for the plan you sign up on will not increase for 12 months from the First Charge Date, and clause 4.4 does not apply to it during that period. The price lock is not a minimum term: after the free month, the Agreement is monthly rolling and you may end it under clause 5.2. If you move to a different plan, the founding price for that plan (as published on the date you signed up) applies for the rest of the 12 months. Charges for extra minutes, and VAT if it becomes chargeable, are not frozen by the price lock.

3.8 We may decline a founding offer application at our discretion, for example if the business is not eligible under clause 1.2 or is outside the UK.

4. Fees and payment

4.1 You will pay the monthly fee for your plan, monthly in advance, and any one-off setup fee shown in your order. Fees exclude VAT, which will be added where applicable.

4.2 Minutes above your plan's allowance are charged at the rate stated on your plan (currently 12p per minute, capped at £25 a month), and are billed in arrears.

4.3 If a payment is more than 14 days overdue, we may suspend the Service after giving you 7 days' notice. We may claim statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998.

4.4 Subject to the price lock in clause 3.7, we may change our prices by giving you at least 30 days' written notice. You may end the Agreement before the change takes effect.

5. Term and cancellation

5.1 The Agreement starts when you sign up. After any free month under clause 3, it runs month to month (a "monthly rolling" contract) until either of us ends it.

5.2 Except as set out in clause 3.5, either of us may end the Agreement by giving at least 30 days' written notice (email is fine). Fees already paid for the current month are not refunded, except as set out in 5.4.

5.3 Either of us may end the Agreement immediately by written notice if the other materially breaches it and (where it can be fixed) does not fix the breach within 14 days of being asked, or if the other becomes insolvent.

5.4 If we end the Agreement for convenience, we will refund any fees paid for days after the end date.

5.5 When the Agreement ends, we will stop the Service and release or cancel the number. You are responsible for removing your call diversion. We will delete or return client data as set out in the Data Processing Agreement.

5.6 Numbers we supply remain ours (or our provider's). Porting a number to you may be possible on request, at cost.

6. Your responsibilities

6.1 You will give us accurate information and promptly review the scripts and summaries we send you.

6.2 Call recording and transparency. You are the controller of your callers' personal data. You are responsible for meeting your own legal obligations to callers, including having an up-to-date privacy notice that tells callers their calls may be answered by an AI assistant and recorded (we provide suggested wording), responding to their data rights requests, and deciding retention periods. Our greeting announces the AI and the recording on every call, and you must not ask us to remove that announcement.

6.3 You will act on enquiries, call-backs and safety-flagged calls promptly. We are not responsible for losses caused by you not responding to a summary we sent.

6.4 You are responsible for your own phone diversion settings, and for any charges your phone provider makes for diverting calls to us.

6.5 You must make sure any texts sent in your name are lawful. Missed-call text-backs are service messages about the caller's own enquiry. You must not ask us to send marketing texts through the Service unless you have the recipients' valid consent and we have agreed to it in writing.

7. Acceptable use

You must not use, or allow anyone to use, the Service to:

(a) break any law or regulation, including the UK GDPR, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR) and Ofcom rules;

(b) make unsolicited marketing calls or texts, or call people who are registered with the TPS/CTPS without a lawful basis;

(c) mislead callers, including by claiming the AI is a person or by removing required disclosures;

(d) give callers technical advice on gas work or other safety-critical work, or remove the emergency hand-off;

(e) collect payment card details, special category data or criminal offence data over the phone;

(f) send abusive, fraudulent or harmful content; or

(g) try to reverse-engineer, overload or disrupt the Service or our providers' systems.

We may suspend the Service immediately if we reasonably believe this clause has been breached. Where we can, we will tell you why.

8. Data protection

8.1 For callers' data, you are the controller and we are your processor. Schedule 1 (the Data Processing Agreement) applies.

8.2 For your own account data, we are the controller, and our Privacy Notice (installerline.co.uk/privacy.html) applies.

8.3 We may use anonymised, aggregated call statistics (such as call volumes and durations), and de-identified script improvements, to improve the Service. We will not use your callers' personal data for our own purposes.

9. Intellectual property

9.1 We own the Service, our scripts, templates and know-how. We grant you a non-exclusive licence to use the Service during the Agreement.

9.2 You own your business information and your callers' data. You grant us a licence to use it only as needed to provide the Service.

10. Liability

10.1 Nothing in this Agreement limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot legally be limited.

10.2 Subject to 10.1, neither of us is liable for any loss of profit, revenue, business, contracts, goodwill or anticipated savings (including lost jobs or enquiries), or for any indirect or consequential loss.

10.3 Subject to 10.1, each party's total liability arising out of or in connection with this Agreement in any 12-month period is limited to the greater of (a) the total fees paid by you in the 12 months before the event giving rise to the claim, and (b) £1,000.

10.4 Except as set out in these terms, all warranties and conditions implied by law are excluded to the fullest extent permitted.

10.5 We are not liable for failures caused by events beyond our reasonable control, including outages at telephony, AI or cloud providers, network failures, or failures of your own phone diversion.

10.6 Bookings. Subject to 10.1, and because bookings are provisional until you confirm them (clause 2.4), we are not liable for any missed, double or unsuitable booking, or for any loss arising from it, to the extent that it is caused by (a) the availability, events or other data in your connected calendar, or the booking rules you have given us, being inaccurate, incomplete or out of date, or (b) a provisional booking that you did not confirm, rearrange or cancel, or a slot released under clause 2.4(c). Any other liability we have in connection with bookings is subject to clauses 10.2 and 10.3.

11. Confidentiality

Each of us will keep the other's confidential information confidential, and use it only to perform the Agreement, except where disclosure is required by law.

12. General

12.1 Changes to these terms. We may update these terms by giving you 30 days' notice by email. If you don't agree, you may end the Agreement before the change takes effect.

12.2 Assignment. You may not transfer the Agreement without our consent. We may transfer it to another company that takes over our business, if we tell you.

12.3 Notices will be given by email to the addresses each of us provides.

12.4 Entire agreement. The Agreement is the whole agreement between us about its subject matter.

12.5 Third parties have no rights under the Agreement.

12.6 Governing law and jurisdiction: the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

Schedule 1: Data Processing Agreement

The Data Processing Agreement is available on request and forms part of the Agreement.