Terms of Service

Skye Line Trades Ltd — last updated 8 September 2026

These terms of service (the "Terms") govern your subscription to and use of the AI receptionist service provided by Skye Line Trades Ltd, a company incorporated in England and Wales with company number 17358493, whose registered office is at Suite 3b, Kings House, 1 King Street, Leeds LS1 2HH ("Skye Line Trades", "we", "us" or "our").

By subscribing to the Service, creating an account, or using the Service, you ("Customer", "you" or "your") agree to these Terms. If you do not agree, you must not use the Service.

The Service is supplied to business customers only. See Clause 2.

1. Definitions and interpretation

1.1 In these Terms:

1.2 In these Terms, unless the context otherwise requires:

(a) references to clauses are to clauses of these Terms;

(b) headings are for convenience only and do not affect interpretation;

(c) words in the singular include the plural and vice versa;

(d) "including", "in particular" and similar expressions are illustrative and do not limit the words that precede them; and

(e) a reference to writing or written includes email.

2. Business customers only

2.1 The Service is provided solely to business customers — including sole traders, partnerships and companies acting in the course of their trade or business (in particular, tradespeople).

2.2 By subscribing, you confirm that you are acting for purposes relating to your trade, business, craft or profession and not as a consumer.

2.3 Because you are not a consumer, the statutory rights and remedies that apply to consumer contracts (including the Consumer Rights Act 2015 and the consumer cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) do not apply to your Subscription. Your cancellation rights are those set out in Clause 5.

3. The Service

3.1 The Service is an automated, AI-based telephone receptionist. It answers inbound calls made to a number configured for your business, interacts with the Caller using an automated voice, takes messages and bookings, and passes those messages and bookings on to you. Summaries and Transcripts of calls are made available to you.

3.2 You acknowledge that the Service:

(a) uses automated speech recognition, conversational artificial intelligence and text-to-speech technologies, which are not error-free and may misunderstand, mis-transcribe or mis-handle a call;

(b) is not a substitute for a human receptionist for calls requiring urgent, emergency, safety-critical or professional judgement; and

(c) must not be relied upon as the sole means of handling emergency, life-safety or time-critical communications.

3.3 We will provide the Service with reasonable skill and care and use commercially reasonable efforts to make it available at all times. However, the Service is provided on the basis of the availability terms and the allocation of responsibility set out in Clauses 4 and 10.

3.4 Emergency and safety-critical calls. You must not use the Service for emergency services contact, life-safety systems, clinical triage, or any other call handling where a delay, error or omission could result in death or personal injury. Where your business receives calls of that kind, you must maintain an alternative means of human contact and make it clear to Callers how to reach it. The Service does not provide emergency calling, emergency location information, priority routing or any equivalent emergency-service functionality, and will not connect a Caller to the emergency services.

3.5 No professional advice. The Service captures messages and bookings. It does not, and must not be configured to, give legal, financial, medical, insurance or other regulated or professional advice, and nothing it says to a Caller constitutes advice from us.

3.6 Recording and call-opening announcement. All calls handled by the Service are recorded and transcribed. The Service includes a default call-opening announcement telling Callers that the call is handled by an automated system and is recorded. Your obligations in relation to it are set out in Clause 9.

3.7 No commercial outcomes guaranteed. We do not guarantee that use of the Service will generate enquiries, bookings, sales, revenue, cost savings or any other business outcome, or that any Caller will attend a booking made through the Service. The Service may not be compatible with every telephone network, number-porting or call-forwarding arrangement, handset or third-party system.

3.8 Changes to the Service. We may modify, replace, suspend or discontinue non-material features of the Service, including third-party integrations and the underlying artificial-intelligence, voice and telephony technology, where reasonably necessary for security, legal compliance, maintenance, product improvement or a change of supplier. We will not materially reduce the core functionality of your Subscription during a Monthly Period you have paid for without giving you reasonable notice, unless immediate action is required. Any feature we describe as beta, trial or preview is provided as is, may carry separate usage limits, and may be withdrawn at any time. Changes to the sub-processors who handle Caller personal data are governed by Clause 7 of the DPA.

4. Availability, AI errors and downtime

4.1 We use commercially reasonable efforts to make the Service available 24 hours a day, 7 days a week, but we do not guarantee uninterrupted or error-free operation.

4.2 Availability may be affected by:

(a) planned maintenance, for which we will give reasonable notice where practicable;

(b) emergency maintenance needed to protect the security or integrity of the Service;

(c) faults, outages or changes in third-party networks, telephony carriers, or the underlying AI, hosting and connectivity providers on which the Service depends; and

(d) events beyond our reasonable control.

4.3 Allocation of responsibility. Responsibility for the handling of calls is allocated as follows:

(a) we are responsible for providing the Service with reasonable skill and care and for using commercially reasonable efforts to correct faults we are notified of within a reasonable time;

(b) you are responsible for configuring the Service correctly, for the accuracy of the information and call-handling instructions you provide, for monitoring the messages and bookings passed to you, and for independently following up on any matter that requires human attention;

(c) because the Service is automated, you acknowledge that occasional mis-handled calls, mis-transcriptions, missed bookings or downtime may occur despite reasonable skill and care, and that these are an inherent characteristic of an AI receptionist rather than a breach of these Terms, save where they result from our failure to exercise reasonable skill and care; and

(d) you must not use the Service for any call handling where an error, delay or omission could result in death, personal injury, or significant financial, legal or safety consequences without an independent human check.

4.4 You must notify us promptly of any fault, mis-handled call or period of downtime so that we can investigate and, where appropriate, correct it. Your remedy for downtime or AI errors is limited as set out in Clause 10.

4.5 No service credits or uptime guarantee.

(a) We do not guarantee any specific uptime percentage or service level for the Service.

(b) You are not entitled to any service credits, fee reductions, or financial compensation for any period of downtime, whether planned or unplanned.

(c) Your sole remedy for extended or repeated downtime is to cancel your Subscription under Clause 5.

4.6 Support. Support is provided by email at support@skyelinetrades.com. We aim to respond promptly during normal business hours on Business Days. We do not provide guaranteed response times, 24-hour or telephone support, on-site support, or bespoke configuration work unless we agree otherwise in writing.

5. Subscription term, cancellation and refunds

5.1 Your Subscription is a rolling monthly subscription. There is no minimum term and no fixed commitment period. The Subscription begins when you first subscribe and renews automatically each month unless cancelled.

5.2 You may cancel your Subscription at any time by sending an email to support@skyelinetrades.com from, or identifying, the email address associated with your Account.

5.3 Cancellation takes effect on our receipt of your cancellation email. What happens then depends on whether you are within your first 30 days, as set out in Clauses 5.4 and 5.5.

5.4 Cancelling within your first 30 days. This Clause 5.4 applies once only, and only to a Customer who has not previously subscribed to the Service. If we receive your cancellation within 30 days of the start date of your first Subscription:

(a) your access to the Service ends immediately;

(b) we will refund in full the Fees you have paid for your Subscription, to the original payment method, within a reasonable period; and

(c) you must still pay for any minutes used above your Free Minutes allowance up to the date of cancellation, charged under Clause 6.6. We may deduct those charges from the refund.

5.5 Cancelling at any other time. If Clause 5.4 does not apply, whether because you have subscribed to the Service before or because more than 30 days have passed since the start date of your first Subscription:

(a) your Subscription will not renew;

(b) your access to the Service continues until the end of the Monthly Period you have most recently paid for, and ends at the end of that Monthly Period;

(c) no refund of the Fees for that period is payable, because the Service remains available to you throughout it; and

(d) you must pay for any minutes used above your Free Minutes allowance during that period, charged under Clause 6.6.

5.6 We may cancel or suspend your Subscription in accordance with Clause 11.

5.7 Free Minutes allowance.

(a) Your Free Minutes allowance is 100 minutes on the Minimum tier and 250 minutes on the Premium tier. On the Custom tier, your allowance is the one we agree with you in writing.

(b) Free Minutes are allocated for each Monthly Period and must be used within that Monthly Period. Unused Free Minutes do not roll over into any later Monthly Period and have no cash value.

(c) Minutes used above your Free Minutes allowance are charged under Clause 6.6.

5.8 Exporting your data. At any time while your Subscription is running, and for 30 days after it ends, you may ask us at support@skyelinetrades.com to provide a copy of the messages, bookings and Transcripts held for your Account that have not already been deleted under the retention periods in the DPA. We will provide them in a commonly used machine-readable format, such as CSV or JSON, within a reasonable period and at no charge.

6. Fees, VAT and payment

6.1 The Fees for the Service are as set out on the pricing or checkout page of the Website at the time you subscribe.

6.2 We may change our Fees from time to time; any change will apply to your next monthly renewal and we will give you at least 30 days' notice of it. If you do not accept a change, you may cancel under Clause 5 before the change takes effect.

6.3 Unless stated otherwise, all Fees are exclusive of value added tax (VAT), which will be added at the prevailing rate where applicable and shown on your invoice or receipt.

6.4 The Fees are payable monthly in advance. You authorise us and our payment processor to charge your chosen payment method for the Fees on each renewal date.

6.5 If any payment fails or is not received when due:

(a) we may retry the payment and notify you;

(b) we may suspend your access to the Service until payment is made; and

(c) if payment remains outstanding for 14 days after the due date, we may cancel your Subscription under Clause 11, without prejudice to our right to recover amounts owed.

6.6 Charges for additional minutes.

(a) Minutes used above your Free Minutes allowance are charged at £0.06 per minute. Minutes are measured as set out in the definition of "Minutes" in Clause 1.1, and your usage is shown in your Account.

(b) We will invoice you for those charges, and payment is due within 7 days of the invoice date.

(c) Charges for minutes used above your allowance remain payable on cancellation, as set out in Clauses 5.4(c) and 5.5(d).

(d) If payment is not received within 7 days, Clauses 6.5 and 11.1(a) apply as if those charges were Fees.

6.7 Fair usage.

(a) Our normal response to usage above your Free Minutes allowance is to charge for the additional minutes under Clause 6.6. This Clause 6.7 applies only where usage is abusive or inconsistent with normal business use — for example, sustained call volumes far in excess of the allowance for your tier over two or more consecutive months, automated or artificially generated call traffic, or use that degrades the Service for other customers.

(b) Where that applies, we may:

(i) require you to move to a higher subscription tier;

(ii) charge you for additional minutes under Clause 6.6; or

(iii) suspend or terminate your Subscription under Clause 11.

(c) We will give you at least 14 days' notice, and an opportunity to bring your usage within normal limits, before taking any action under this Clause 6.7, except where immediate suspension is necessary to protect the integrity of the Service or other customers' usage.

6.8 Invoices, disputes and payment reversals.

(a) You must keep your billing contact details and payment method current.

(b) If you dispute an invoice or a usage record, you must tell us in writing within 14 days of the invoice date, giving the amount disputed and your reasons. You must pay all undisputed amounts when they fall due.

(c) If you reverse or charge back a payment that is properly due, we may suspend the Service under Clause 6.5 and recover the amount from you together with any fee charged to us by our payment processor.

7. Your account

7.1 You must provide accurate, current and complete information when registering and keep it up to date.

7.2 You are responsible for maintaining the confidentiality of your Account credentials and for all activity that takes place under your Account.

7.3 You must notify us promptly at support@skyelinetrades.com if you become aware of any unauthorised use of your Account.

7.4 Telephone numbers. You warrant that you have all necessary rights, permissions and authority to use, configure, divert, forward or connect any telephone number you supply for use with the Service, and that doing so does not breach any agreement with your telephone provider or any other third party.

8. Acceptable use

8.1 You must use the Service only for lawful business purposes and in accordance with these Terms.

8.2 You must not use, or permit the Service to be used, in connection with:

(a) any unlawful, fraudulent, harassing, abusive, threatening or defamatory activity;

(b) regulated financial services, investment, insurance, lending, credit-broking or debt-collection calls, or any other activity that requires authorisation or a licence which you do not hold;

(c) the marketing or handling of calls relating to gambling, adult services, or other high-risk or restricted categories;

(d) any activity that would require the Service to give regulated advice (including legal, financial, medical or other professional advice);

(e) the transmission of unsolicited communications (spam) in breach of applicable law, including the Privacy and Electronic Communications (EC Directive) Regulations 2003;

(f) any attempt to interfere with, disrupt, reverse engineer, decompile or gain unauthorised access to the Service or its underlying systems;

(g) any use that infringes the Intellectual Property Rights or other rights of any third party;

(h) unsolicited outbound automated calling or mass telemarketing campaigns, unless you have obtained prior consent from each recipient that complies with the Privacy and Electronic Communications (EC Directive) Regulations 2003. You are solely responsible for ensuring compliance with those Regulations for any outbound calling activity; or

(i) any use that falls within Clause 6.7.

8.3 Special category and criminal-offence data. You must not direct to the Service any calls that you know, or ought reasonably to expect, will involve special category personal data — meaning personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and genetic data, biometric data used for identification, data concerning health, and data concerning sex life or sexual orientation — or personal data relating to criminal convictions and offences. Your full obligations in respect of Caller data are set out in the DPA.

9. AI transparency and data protection

9.1 You shall ensure that your Callers are informed, clearly, in plain language, and before or at the start of each relevant call, that the call is being answered and handled by an automated or artificial-intelligence system rather than a human, that the call is recorded and transcribed, and how they may exercise their data protection rights, including where to direct a request. Clause 3.2 of the DPA sets out this obligation in full.

9.2 The Service includes a default call-opening announcement which gives that information audibly at the start of the call. You must not disable that announcement, move it behind a menu, or modify it in a way that removes or obscures that information. You remain responsible for ensuring that the information given to your Callers is adequate for your business and complies with applicable law.

9.3 You are responsible for obtaining any consents, and for giving any further notices, required under applicable law in respect of the recording, transcription and automated handling of your Callers' calls, and for keeping records of those consents and notices where the law requires it.

9.4 As between you and us, you act as the controller of Caller personal data and we act as your processor.

9.5 The DPA is available at skyelinetrades.com/data-processing-agreement and is incorporated into these Terms. It sets out our obligations as your processor, including the permitted purposes of processing, security measures, sub-processor arrangements, breach notification, retention and deletion, and international transfers. If there is any conflict between these Terms and the DPA in relation to the processing of personal data, the DPA prevails.

9.6 You shall indemnify us against any losses, claims, fines, penalties and reasonable costs we suffer or incur arising out of your failure to comply with Clauses 9.1 to 9.3, including any claim by a Caller and any regulatory action resulting from a failure to inform Callers that they are dealing with an automated system. We will notify you promptly of any such claim, will not admit liability or settle it without your prior written consent (not to be unreasonably withheld or delayed), and will give you reasonable assistance in dealing with it at your cost.

9.7 Retention periods for Call Recordings, Transcripts, messages, bookings and related records are set out in the DPA and the Privacy Policy. Data may be deleted in accordance with those periods, including while your Subscription is running. If you need a longer-term record, export it under Clause 5.8.

10. Limitation of liability

This clause allocates risk between the parties and limits our liability. Please read it carefully.

10.1 Nothing in these Terms excludes or limits our liability for:

(a) death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation;

(c) any liability under section 2(3) of the Consumer Protection Act 1987; or

(d) any other liability that cannot lawfully be excluded or limited.

10.2 Subject to Clause 10.1, we are not liable to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any:

(a) loss of profit, revenue, business, contracts or anticipated savings;

(b) loss of goodwill or reputation;

(c) loss or corruption of data (except to the extent arising from our breach of the DPA);

(d) loss arising from missed, delayed, mis-handled or mis-transcribed calls, missed bookings, or Service downtime, save to the extent caused by our failure to exercise reasonable skill and care; or

(e) indirect or consequential loss,

in each case whether or not the loss was foreseeable.

10.3 Subject to Clauses 10.1 and 10.2, our total aggregate liability arising out of or in connection with these Terms and the Service (whether in contract, tort, breach of statutory duty or otherwise) is limited, in respect of all claims in aggregate, to the greater of:

(a) the total Fees paid by you in the 12 months immediately preceding the event giving rise to the claim; and

(b) £5,000.

10.4 The limits and exclusions in this Clause 10 are considered by the parties to be reasonable having regard to the nature of the Service, the Fees payable, the fact that the cap materially exceeds the annual cost of the Service, the availability to you of insurance and of independent human checks on call handling, and the availability of alternative providers. You acknowledge that you have had the opportunity to obtain independent legal advice before accepting these Terms.

11. Suspension and termination

11.1 We may suspend or terminate your Subscription and access to the Service immediately, on written notice (which may be by email), if:

(a) you fail to pay any Fees when due and the failure continues as described in Clause 6.5;

(b) you materially breach these Terms (including the acceptable use provisions in Clause 8 or the AI Transparency Obligation in Clause 9) and, where the breach is capable of remedy, fail to remedy it within a reasonable period after notice;

(c) you use the Service in a way that we reasonably believe is unlawful, harmful, or exposes us or third parties to liability; or

(d) you become insolvent, enter into any insolvency procedure, or cease or threaten to cease carrying on business; or

(e) we reasonably believe that suspension or termination is necessary to investigate or mitigate a suspected security incident, fraud or misuse, a legal or regulatory risk, or a material risk to the Service, other customers, Callers or third parties.

11.2 You may cancel at any time under Clause 5.

11.3 On termination or cancellation for any reason:

(a) your right to use the Service ends at the time determined by Clause 5.4 or Clause 5.5, or immediately where we terminate or suspend under Clause 11.1;

(b) any Fees properly due remain payable, subject to any refund under Clause 5.4;

(c) you are responsible for removing any call diversion or forwarding from your telephone number to the Service, and we are not responsible for calls that fail to reach you because a diversion remains in place after termination;

(d) you may export your data under Clause 5.8;

(e) each party will return or destroy the other's Confidential Information on request, subject to any retention required by law; and

(f) we will handle Transcripts and Caller personal data in accordance with the retention and deletion terms in the Privacy Policy and the DPA.

11.4 Termination does not affect any rights or remedies that have accrued before termination.

11.5 Clauses 1, 5.8, 8.3, 9.4, 9.5, 9.6, 9.7, 10, 11.3, 11.4, 12, 13 and 14 survive termination.

12. Intellectual property

12.1 Our technology. We own all Intellectual Property Rights in:

(a) the configuration, workflows, prompts and call-handling logic that power the Service;

(b) the dashboard, website and user interface through which you access the Service; and

(c) any documentation, training materials and other materials we provide to you.

12.2 Third-party technology. The Service relies on third-party AI and telephony infrastructure (including voice orchestration, speech-to-text, conversational AI and text-to-speech providers). We have licences to use this infrastructure to provide the Service to you, but we do not own it. You acquire no rights in this third-party technology.

12.3 Your data. You own all Intellectual Property Rights in:

(a) the information you provide to us when setting up your Account;

(b) the messages, bookings and caller contact details captured through the Service for your business; and

(c) any other content you upload or submit through the Service.

12.4 Licence to process. You grant us a non-exclusive, worldwide, royalty-free licence to use, store and process the information described in Clause 12.3 solely to provide the Service to you and as described in the DPA.

12.5 No AI training. We do not use Transcripts, call recordings or Caller data to train, develop or improve any artificial-intelligence or machine-learning model, whether ours or a third party's.

12.6 No transfer of ownership. Nothing in these Terms transfers ownership of any Intellectual Property Rights from one party to the other, except as expressly stated in this Clause 12.

13. Confidentiality

13.1 Each party shall keep the other party's Confidential Information confidential, shall not use it except to perform or receive the Service, and shall not disclose it except to those of its personnel or contractors who need to know it and who are bound by equivalent obligations.

13.2 A party may disclose Confidential Information to the extent required by law or by a regulator, provided that, where lawful, it gives the other party reasonable prior notice.

14. General

14.1 Entire agreement. These Terms, together with the Privacy Policy and the DPA, form the entire agreement between the parties relating to the Service and supersede any prior arrangements.

14.2 Variation. We may update these Terms from time to time. We will publish the updated Terms on the Website and, where the change is material, give you at least 30 days' notice by email, including a summary of what has changed and the date the change takes effect. Your continued use of the Service after that date constitutes acceptance. If you do not accept a change, you may cancel under Clause 5 before it takes effect.

14.3 Assignment. You may not assign or transfer your rights or obligations without our prior written consent. We may assign or transfer our rights and obligations to a successor to our business.

14.4 Waiver and severability. A failure to enforce a right is not a waiver of it. If any provision is held invalid or unenforceable, the remaining provisions continue in full force, and the invalid provision will be modified to the minimum extent necessary to make it valid.

14.5 Force majeure. We are not liable for any failure or delay in performing our obligations caused by events beyond our reasonable control.

14.6 Notices. Notices to us must be sent to support@skyelinetrades.com. Notices to you will be sent to the email address associated with your Account.

14.7 Third parties. A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these Terms.

14.8 Governing law and jurisdiction. These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by the law of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.