Service Terms and Acceptable Use Note

Who we are

DeskCrew.ai is a trading name of The Technology Framework Ltd ("DeskCrew", "we", "us"), registered in England and Wales, company number 13918137, VAT GB435606204, at 20-22 Wenlock Road, London, N1 7GU. Contact: hello@deskcrew.ai. Phone: +44 (0)117 456 2799.

These Service Terms, together with the Acceptable Use Note below, the plan details on your order form, and any Data Processing Agreement and dated sub-processor list issued with that order, form the agreement between us and the business customer named on the order ("you").

What these terms cover

They cover DeskCrew services you order through our signup flow or a written order we confirm, including AI Call Agents and related setup, hosting of your configured agent, telephony routing we provide as part of that service, transcripts, reporting and agreed integrations.

They do not cover one-off consultancy engagements sold separately, unless an order says they do. Website browsing, the contact form and analytics are covered by our privacy policy and cookie notice, not by this contract.

Orders and when the contract starts

An order is placed when you complete signup (or we confirm a written order), accept these terms and the other acceptances shown at checkout, and payment of the amount due today succeeds, or we agree in writing to take payment another way.

Accepted online at signup is enough. No wet signature is required. We record when you accepted, and the IP address and browser you accepted from, so there is a record of the agreement.

If setup detail is delegated to a colleague, the commercial terms, fees and acceptances still bind you once payment clears. Build work starts when the outstanding setup detail comes back.

Fees, VAT and billing

Prices are as stated on the order form for your chosen plan. All prices exclude VAT. VAT is charged at the prevailing UK rate.

What is taken at signup depends on the plan: either a one-off setup fee with no month taken that day, or the first month with the setup fee waived. The billing cycle for the monthly fee starts on the date of go-live, not the date of the order. Nobody pays for service that is not live yet.

From go-live, the monthly fee and included minutes on your plan apply. Overage above the included allowance is billed at the per-minute rate on the order. Usage alerts are sent at 80% and 100% of the allowance. Where overage occurs in two consecutive months, we review the tier with you.

By accepting the payment terms at signup you authorise us to store the card you present (via Stripe) and charge the monthly fee plus VAT each month from the start date described on the order, until you cancel in line with the notice and commitment rules for your plan. Card details go to Stripe; we do not store full card numbers on our systems.

Flex plans are rolling monthly with the notice period on the order (30 days unless the order says otherwise). Price on Flex is reviewable on 30 days' notice. The 12-Month Plan locks the monthly fee and per-minute rate for 12 months from go-live, then rolls onto rolling monthly at the same rate rather than auto-locking into another year. Switching from Flex to the 12-Month Plan within the first 90 days credits the full setup fee against monthly fees, as stated on the pricing and order materials.

How minutes are counted

Connected talk time is measured per second and billed in whole minutes, rounded up per call.

Calls under 10 seconds are not billed. Ringing time is not billed.

Included minutes are per calendar month and do not roll over.

Minutes are measured across all agents and all numbers on the account.

DeskCrew test calls, and supervised soft launch and testing minutes before go-live, are not charged.

Day-90 Performance Exit (12-Month Plan)

Where your plan includes the Day-90 Performance Exit, the following applies. Two or three measurable KPIs are agreed at kickoff and written onto the order form. Performance is measured from DeskCrew's own transcripts and reporting for calls that reach DeskCrew. A call the caller abandons before your forward completes never arrives here, so it is in neither the numerator nor the denominator.

KPIs are measured monthly from month three onward. Months one and two are the tuning window and are reported but do not count. If the agreed KPIs are missed for two consecutive months from month three onward, you notify us in writing. We then have a 30-day cure period. If the shortfall is not fixed inside that period, you may leave on 30 days' notice, with no exit fee and no setup fee clawback.

A month counts as a miss if any one agreed KPI is below target. A KPI month only counts where there were at least 50 answered in-scope calls, unless a rolling three-month window was agreed because normal volume is below that. Where a KPI is missed because a client dependency was not met, that month does not count as a miss.

Setup, go-live and your dependencies

Typical build time is two to four weeks from kickoff, then a supervised soft launch. Go-live depends on information and access only you can supply: phone routing, knowledge base material, transfer destinations, content sign-off, and any integration credentials. Outstanding blockers pause the deployment clock; that is agreed at kickoff.

You remain responsible for your own telephony provider account, any per-minute forwarding charges your provider bills you, and naming someone who can reverse a forward without us. We recommend testing that reversal before go-live.

You warrant that the material you supply for the knowledge base is accurate and that you have the right to give it to us for this purpose. The agent answers from what you approve. Out-of-date website pages you ask us to use as a source are your risk unless you tell us what is wrong.

Service standard

We provide the service with reasonable care and skill for a UK B2B hosted AI telephony product. We do not promise uninterrupted availability, perfect recognition on every call, or that every caller will reach a human outcome. AI can be wrong; your staff remain accountable for acting on transcripts and recommendations.

Emergency calls are not a substitute for 999 or other emergency services. Unless your signed configuration says otherwise, the agent will direct emergency callers to 999 and escalate according to the rules you approve.

Acceptable Use Note

You must use the service lawfully and only for your genuine business telephony and messaging needs. You must not use it to send spam, scrape or harass individuals, commit fraud, collect payment card data through the agent, process special category or children's data except as declared and agreed in writing, or instruct the agent to break the law or your sector rules.

You must not attempt to reverse engineer, overload, or probe the platform beyond ordinary use, share login or portal access outside people who need it, or present the agent as a human where you have agreed proactive AI disclosure.

We may suspend or restrict the service, after notice where practical, if use breaches this note, creates a security risk, or risks harm to callers or the platform. Repeated or serious breach is grounds for termination.

Data protection

How we handle personal data as a controller for the website, signup and our own operations is in our privacy policy. Where we process personal data on your behalf as a processor for live client service, the Data Processing Agreement and dated sub-processor list issued with the order apply. Those documents are accepted at signup and confirmed with the order pack; they are not reproduced in full on this page.

You must not instruct the agent to collect payment card details. Card payments for DeskCrew itself are handled by Stripe as a separate controller for the payment.

Intellectual property and confidentiality

We own the DeskCrew platform, prompts, tooling and generic improvements. You own your content, caller data and the configuration material you supply. Each of us keeps the other's confidential business information confidential and uses it only to perform the agreement, except where disclosure is required by law.

Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited under English law.

Subject to that, we are not liable for loss of profit, revenue, goodwill, or indirect or consequential loss, and our total liability arising out of or in connection with an order is limited to the fees you paid us for that order in the 12 months before the claim. You are responsible for decisions your staff make from AI output.

This clause is standard-practice draft wording for a UK B2B SaaS order and should be confirmed with your solicitor before you treat it as final.

Suspension, cancellation and ending the service

Either party may end a Flex plan on the notice stated on the order. The 12-Month Plan runs for the commitment from go-live, subject to the Day-90 Performance Exit where it applies, then continues on rolling monthly terms with the same notice. No exit fee applies on Flex, or on a valid Day-90 exit.

We may suspend for non-payment after notice, or for Acceptable Use breaches as above. On termination we will stop the service and, subject to the DPA and legal retention duties, stop processing service data on your behalf.

Changes, law and contact

We may update these public terms for future orders. The version that applies to an existing paid order is the one accepted at signup and referenced on that order form, unless we agree a change in writing or a change is required by law.

These terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that we may seek injunctive relief in any jurisdiction to protect intellectual property or confidential information.

Questions: hello@deskcrew.ai, or +44 (0)117 456 2799. Setup for paid orders: setups@deskcrew.ai.