Terms of service

1. Who we are and who may subscribe

Strath AI is operated by Strathern OPEX Consulting Ltd, company number 17166345, registered in England and Wales, at 11 Aske Road, Redcar, TS10 2BS, United Kingdom. Contact support@strath.io for contractual notices, complaints and support.

The service is supplied for business use. You must be at least 18 and authorised to enter an agreement for the subscribing business. These terms do not remove any mandatory rights that apply if you are legally a consumer. An account alone does not activate a paid receptionist service.

2. Your order and the service

The accepted order identifies your plan, price, billing frequency and included allowance. An expressly agreed written variation takes priority over these terms. An agreed data processing agreement takes priority for the processing of customer personal data. Marketing material does not add features or service levels absent from the order.

Strath AI provides an AI telephone receptionist and business workspace for enquiries, appointments and diary management, with the features included in your plan. Activation depends on complete and accurate setup, payment where applicable, number availability and telecommunications verification. We will explain outstanding activation requirements. We do not guarantee a particular activation time.

We will provide the service with reasonable care and skill. The service depends on telecommunications, internet and other suppliers and may be interrupted. No guaranteed uptime, response-time commitment or service-credit scheme applies unless expressly agreed in writing. This does not excuse our own failure to meet our contractual obligations.

3. AI, appointments and emergency use

An AI receptionist can misunderstand speech, give an inaccurate answer or fail to complete a task. You must maintain accurate business instructions, services, hours and availability, review important enquiries and bookings, and provide a practical human contact or fallback route. We do not guarantee sales, revenue, correct answers on every call or uninterrupted appointment capture.

The service must not be used as an emergency line or relied on for urgent medical, safety-critical or other high-risk decisions. It is not a substitute for calling 999 or 112. Do not present it to callers as a human or emergency service. Customers remain responsible for delivering their own goods and services and for promises they authorise the receptionist to make.

4. Telephone numbers and forwarding

An allocated number may be advertised as your business number or used to receive calls forwarded from an existing number. You are responsible for arranging and testing forwarding with your existing carrier and for its charges. Changing a Strath AI setting does not necessarily change forwarding held by your carrier.

Number use is subject to provider and regulatory requirements. You receive a right to use the allocated number during the applicable service, not ownership of the number. Contact us before cancellation if you want to request a transfer. Portability is subject to eligibility and provider processes and is not guaranteed. A released number may become unavailable or be reassigned; do not continue advertising it after your right to use it ends.

5. Fees, usage and renewal

Subscriptions run monthly and renew automatically until renewal is stopped or the subscription ends. The order and checkout show the applicable charges, currency, taxes and allowance. Additional minutes or services are charged only on the basis shown and accepted for that purchase. You must maintain accurate billing information and a valid payment method.

Switching off renewal stops the next renewal; it does not undo the current period or charges already incurred. Use the billing controls before the renewal is processed, or contact support promptly if those controls fail. Immediate cancellation may end access earlier and is a separate choice.

Unused time in a started subscription month does not automatically qualify for a refund. This does not affect refunds required by law or arising from our material breach. Billing errors should be reported promptly with the invoice reference; we will investigate and correct confirmed errors. Do not send card details through support or the receptionist.

We will give at least 30 days’ notice of an increase to your recurring subscription price. It will take effect at a renewal after that notice period, allowing you to stop renewal first. A change does not alter a prepaid period. Plan changes and additional purchases follow the terms presented when you authorise them.

6. Accounts and acceptable use

Keep login credentials secure, use available security controls, limit access to authorised users and notify us promptly of suspected compromise. You are responsible for lawful activity you authorise through your account, but this does not make you responsible for a security failure caused by us.

Do not use the service for fraud, harassment, unlawful marketing, impersonation, infringement, malware, evading security controls or interference with other customers. Do not submit payment-card security codes, passwords or unnecessary sensitive personal data. Do not conduct disruptive security testing without agreed scope and authorisation.

You must have the rights and lawful basis needed for information you supply, including caller notices, communications permissions and business registration details. Do not use the service to make solely automated decisions with legal or similarly significant effects on individuals.

7. Your content, confidentiality and data protection

You retain rights in your business content. You grant us the limited permission necessary to host, process and transmit it to supply, secure and support the service under your instructions. We retain rights in our software, branding and documentation. You may use them for the contracted service; no ownership is transferred.

Each party must protect the other’s confidential information and disclose it only to people who need it for the agreement and are subject to suitable confidentiality duties, or where law requires disclosure. This does not cover information already lawfully public, independently developed or lawfully received without a confidentiality restriction. These duties continue after termination.

Our privacy policy explains our own account, billing and support processing. The Data processing agreement at https://strath.io/legal/data-processing-agreement forms part of these terms for new subscriptions and governs processing of callers’ and your customers’ personal data on your behalf. Data is not promised to remain exclusively in the UK.

8. Suspension and ending the service

We may restrict affected access where reasonably necessary for a security threat, unlawful use, regulatory instruction, non-payment or material breach. We will give notice and a reasonable opportunity to remedy where practicable, explain the reason unless prohibited, and keep restrictions proportionate. Suspending access does not itself cancel a subscription or settle a disputed charge.

Either party may terminate for a material breach that is not remedied within 14 days after written notice, or immediately if it cannot reasonably be remedied. You may stop renewal without giving a reason. If we discontinue the paid service without your breach, we will give reasonable notice and refund prepaid fees for the unused service we will not supply.

Before closure, request any needed export and arrange replacement call handling. Operational data is scheduled for removal within 30 days of account closure, subject to valid earlier requests and documented legal exceptions. Statutory accounting records and restricted backup/provider copies may follow separate periods. Ending a subscription does not automatically constitute a request to erase every record.

9. Liability

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or statutory right that cannot lawfully be excluded or restricted. Data subjects’ statutory rights are unaffected.

Subject to that protection and to applicable requirements of reasonableness, our total aggregate liability arising from the agreement, whether in contract, tort (including negligence) or otherwise, is limited to the fees paid or payable for the service during the 12 months immediately before the event giving rise to the claim. Connected events are treated as one event.

Subject to the same protections, we are not liable for indirect or consequential loss. This does not exclude direct losses merely because they involve data, profit or business interruption. You must take reasonable steps to reduce avoidable loss; we remain responsible for our own obligations. No clause makes a supplier outage an automatic exemption from liability.

10. Changes, notices and disputes

We may make reasonable changes for security, legal requirements or service development. We will notify you of materially adverse contractual changes at least 30 days before they apply, except where an earlier change is required by law or urgently needed for security. You may stop renewal before a notified change takes effect. Changes do not retrospectively remove accrued rights.

Send complaints and formal notices to support@strath.io, identifying your business and the issue. We will investigate and seek a practical resolution. Neither party is prevented from seeking urgent court relief. The agreement is governed by the law of England and Wales, whose courts have jurisdiction, subject to any mandatory protections that apply.

If a provision is unenforceable, the remaining provisions continue where lawful. A delay in enforcing a right is not a waiver. Neither party may transfer the agreement without consent, except that we may transfer it with a business reorganisation or sale if your rights are not materially reduced and you are notified. No third party has contractual enforcement rights unless expressly stated; statutory data-protection rights remain unaffected.