Terms of Service

Last updated: 13 March 2026

Please read these Terms of Service ("Terms", "Agreement") carefully before using the CallCaptain service. By accessing or using our service, you agree to be bound by these terms.

1. Acceptance of Terms

By creating an account or using CallCaptain, you:

  • Accept and agree to be bound by these Terms
  • Agree to our Privacy Policy
  • Confirm you are at least 18 years old and have authority to bind your business

2. Description of Service

CallCaptain provides:

  • AI-powered virtual receptionist services
  • Call answering and lead capture
  • SMS and email notifications for new leads
  • Lead management dashboard
  • Call recording and voicemail

We reserve the right to modify, suspend, or discontinue any part of the service with reasonable notice.

3. User Obligations

You agree to:

  • Provide accurate, current, and complete information
  • Maintain the security of your account credentials
  • Notify us immediately of any unauthorized access
  • Use the service only for lawful purposes
  • Comply with all applicable laws in your jurisdiction
  • Obtain necessary consents for call recording where required
Important - Call Recording: You are responsible for complying with call recording laws in your jurisdiction. This includes displaying appropriate notices and obtaining consent where required. CallCaptain provides tools to play recording disclosures but you are responsible for their proper use.

4. Account Registration

  • You must provide valid business contact information
  • You are responsible for all activity under your account
  • We reserve the right to refuse service to any business
  • One account per business entity

5. Subscription and Payment

5.1 Subscription Tiers

  • Standard: £29/month per business
  • Prices are in GBP and include VAT where applicable
  • Subscriptions auto-renew monthly unless cancelled

5.2 Payment

  • Payment processed via Stripe
  • Card required for subscription
  • Failed payments may result in service suspension

5.3 Cancellation

  • Cancel anytime via dashboard or Stripe Customer Portal
  • Cancellation takes effect at end of current billing period
  • No refunds for partial months unless required by law

5.4 14-Day Money-Back Guarantee

New customers may request a full refund within 14 days of first payment. To request a refund, contact hello@callcaptain.co.uk.

6. Refund Policy

  • 14-day money-back guarantee for new customers (one per business)
  • No refunds for partial months of service
  • No refunds for add-on services (Twilio numbers, etc.)
  • Refund requests processed within 10 business days

7. Service Level Agreement

7.1 Uptime

  • We target 99.9% uptime
  • Planned maintenance windows will be announced in advance
  • Downtime due to third-party services (Twilio, Stripe) is outside our control

7.2 Support

  • Email support: hello@callcaptain.co.uk
  • Response time: Within 2 business days
  • Priority support available for Enterprise tier

8. Acceptable Use

You must NOT use the service to:

  • Violate any laws or regulations
  • Infringe on intellectual property rights
  • Harass, abuse, or harm others
  • Send spam or unsolicited communications
  • Transmit viruses or malicious code
  • Attempt to gain unauthorized access
  • Use for any illegal purpose

9. Third-Party Services

Our service integrates with:

  • Twilio: Voice services. Subject to Twilio's terms
  • Stripe: Payments. Subject to Stripe's terms
  • OpenAI/Kimi: AI processing. Subject to their terms

We are not responsible for third-party service failures.

10. Intellectual Property

  • CallCaptain and its logo are our trademarks
  • You retain ownership of your business data
  • We may use anonymized data for service improvement

11. Limitation of Liability

Important: Our liability is limited. We are not liable for:
  • Lost profits, revenue, or business opportunities
  • Lost leads or missed calls
  • Indirect, incidental, or consequential damages
  • Service interruptions beyond our reasonable control

Our total liability shall not exceed the amount you paid in the 12 months preceding the claim.

12. Indemnification

You agree to indemnify and hold us harmless from any claims, damages, or expenses arising from:

  • Your use of the service in violation of these Terms
  • Your business operations
  • Your violation of any third-party rights

13. Termination

13.1 Termination by You

You may cancel your subscription at any time. See Section 5.3.

13.2 Termination by Us

We may suspend or terminate your account if:

  • You breach these Terms
  • You fail to pay (payment failure)
  • We are required by law
  • We discontinue the service

13.3 Effect of Termination

  • Access to service ends immediately on termination
  • Data retained for 30 days after termination
  • You may request data export before termination
  • Certain provisions survive termination (Liability, Indemnification)

14. Data Processing (GDPR)

We process personal data as a Data Processor on your behalf as Data Controller. Key terms:

  • We process only as instructed by you
  • We implement appropriate security measures
  • We assist with data subject requests
  • We delete or return data on termination
  • We subprocess only with your consent

See our Privacy Policy for full details.

15. Changes to Terms

We may modify these Terms at any time. Material changes will be notified via:

  • Email to account address
  • Notice in the service dashboard

Continued use after notice constitutes acceptance.

16. Governing Law

These Terms are governed by English law. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact Information

Questions about these Terms:

Email: hello@callcaptain.co.uk
Address: Hartlepool, United Kingdom