Terms of Service

1. What we provide

We design, build and operate AI automation for businesses. An engagement typically combines two things: implementation work (we scope, build, configure and deploy the automation around your existing processes) and access to our software (the platform on which that automation runs, including the AI receptionist, quoting, drafted replies, document capture and the customer portal).

The scope of each engagement is defined in a written proposal. Nothing in marketing material forms part of the contract; the proposal and these terms do.

2. Current capabilities and limitations

So there is no misunderstanding about what you are buying, the following are not part of the platform today and are only delivered if expressly agreed and priced in a proposal:

• Appointment booking during a live call. The AI receptionist captures the enquiry and sends you a transcript; a person calls the customer back.
• Scheduled or automatic sending. Quotes, replies and payment reminders are AI-drafted and released by you.
• Integrations with third-party systems (accounting, calendar, CRM, practice management, e-signature).
• Native iOS or Android applications. The software runs in a web browser.

3. Engagement, scope and changes

We begin with a discovery call at no charge and with no obligation. If we proceed, you receive a written proposal setting out the scope, the deliverables, the timetable and a fixed price. No chargeable work begins until you have accepted that proposal in writing.

If you ask for work outside the agreed scope, we will tell you before doing it and confirm the additional cost in writing. We do not carry out unquoted chargeable work.

4. Your responsibilities

• Giving us timely access to the information, accounts and people we need. Delays on your side move the timetable.
• The accuracy of the business information you supply (prices, opening hours, service details), because the AI answers from it.
• Reviewing AI-generated output before it reaches your customers (see section 6).
• Making sure your own use of call recording, transcription and customer messaging complies with the obligations that apply to you.

5. Fees and payment

Implementation is charged at the fixed price stated in the proposal. Ongoing platform access and support are charged monthly in advance. Invoices are payable within 14 days unless the proposal says otherwise. We may suspend the service if an invoice remains unpaid after written notice. Where a card subscription applies, payments are processed by Stripe.

We will tell you in advance if our prices change; a change applies from your next renewal and never retrospectively.

6. AI output

The software uses AI to draft quotes, answer calls and summarise messages. AI systems make mistakes. AI output is a draft for you to review. You remain responsible for what you send to, and agree with, your customers, and for checking figures before they go out. AI output is not professional, legal, tax or safety advice.

7. Intellectual property

You keep everything that was yours: your data, your content, your prices, your customer records and your brand. We keep ownership of our platform, our source code, our tooling and anything we developed before or outside your engagement, including improvements of general application. On payment in full you receive a non-exclusive right to use the configuration and materials we produced for you, for your own business, for as long as these terms are in force.

8. Confidentiality

Each party will keep the other’s confidential information in confidence, use it only for the purposes of the engagement, and protect it with reasonable care. This does not apply to information that is public through no fault of the receiving party, was already lawfully held, or must be disclosed by law. These obligations continue after the engagement ends.

9. Data protection

Where we process personal data on your behalf, you are the controller and we are the processor. We process it only on your documented instructions, keep it confidential, apply appropriate technical and organisational measures, assist you with data-subject requests, and delete or return it at the end of the engagement. Our sub-processors and the personal data involved are listed in our Privacy Policy. We will tell you before adding a sub-processor. If you require a separate signed data processing agreement, ask and we will provide one.

10. Subcontractors and third-party services

The platform depends on third-party providers (for example telephony, speech processing, AI models, email delivery and hosting). We remain responsible to you for the service, but we are not liable for a third party’s own outage, price change or discontinuation beyond replacing the component within a reasonable time.

11. Availability and support

We aim for high availability but do not guarantee uninterrupted service, and we do not offer a contractual uptime guarantee unless one is stated in your proposal. Support is provided during UK working hours by email. We will give you reasonable notice of planned maintenance where we can.

12. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Subject to that, neither party is liable for indirect or consequential loss, loss of profit, loss of business or loss of anticipated savings; and our total liability in connection with the engagement is limited to the fees you paid us in the twelve months before the claim arose.

13. Term and termination

Ongoing services run month to month unless the proposal states a minimum term. Either party may end them by giving 30 days’ written notice. Either party may end the engagement immediately if the other commits a material breach that is not put right within 14 days of being asked in writing, or becomes insolvent. On termination you can ask us for an export of your data.

14. General

These terms and the accepted proposal are the whole agreement between us. Neither party may transfer the agreement without the other’s consent, except to a group company or a buyer of the business. A failure to enforce a term is not a waiver of it. If a clause is held unenforceable, the rest continues to apply. Nothing here creates a partnership, employment or agency relationship.

15. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

16. Contact

Questions about these terms: contact@softfrance.fr.