Terms of service

Last updated 1 November 2026

These terms cover how aiflo provides its virtual receptionist service to businesses. They're written in plain English. If anything is unclear, email info@aiflo.co.uk before you sign up.

1. About these terms

aiflo is a UK sole trader business, and aiflo is our legal name. "We" and "us" mean aiflo. "You" means the business using our service. These terms apply from when you start using the service, together with anything we've agreed with you in writing, such as your setup details and price. If the two conflict, what we've agreed in writing wins.

The service is for businesses, not for personal use.

2. The service

• We set up a virtual receptionist that answers calls in your business's name, using the greeting and script agreed with you.
• It takes the caller's details and message and emails you a summary after each call.
• You get a client portal with your call log, recordings, transcripts, script, company details, balance and invoices.
• We may improve or change how the service works, as long as it doesn't make the service you've agreed materially worse.

3. Your responsibilities

• Set up and pay for call forwarding with your own phone provider, and remove it if you stop using the service.
• Give us accurate information about your business and keep your script up to date. Check important details in a message with the caller before relying on them.
• Keep your portal login private and tell us straight away if you think someone else has used it.
• Use the service lawfully. Don't use it for nuisance or unsolicited calls, or for anything harmful or misleading.
• Don't rely on the service for emergencies. It is not an emergency line, and callers who need urgent help should call 999.

4. Telling callers about recording

You are responsible for making sure your callers know that their call is answered by a virtual receptionist on your behalf, and that it is recorded and transcribed. We can include a short line in your greeting for this, and we recommend you keep it. You should also mention it in your own privacy notice.

5. Data protection

For the calls we answer for you, you are the controller of your callers' personal information and we are your processor. We will:

• only use it to provide the service, following your instructions
• keep it confidential and secure, and limit access to aiflo
• only use the providers listed in our privacy notice, and tell you before adding a new one so you can object
• help you respond to requests from callers about their data
• tell you without undue delay if we become aware of a breach affecting your data
• keep call recordings, transcripts and summaries for 2 years from the date of the call, then delete them
• delete your call data sooner when the service ends, unless you ask for a copy first or the law requires us to keep it
• give you the information you reasonably need to show you're complying with data protection law

6. Fees and payment

• The service is paid for from a prepaid balance in pounds sterling. Your rates (the per-minute rate for answered calls, how call time is rounded, and the monthly number fee) are the ones we agree with you in writing before you start, and are also shown in your portal.
• You add money to your balance in the portal by card, Pay by Bank or bank transfer, depending on which options are shown to you. A top-up is added once the payment has gone through. Bank transfers are added when they arrive, which can take up to one working day.
• Answered calls are taken from your balance shortly after they happen, usually within the hour. The monthly number fee is taken from your balance on the same day each month, starting from your start date. Every charge and top-up is listed in the Balance page of your portal.
• If you set up a Direct Debit, we'll collect the top-up amount you choose when your balance drops below the low-balance level shown in your portal, and no more than one collection at a time. Direct Debit payments are processed by Stripe and protected by the Direct Debit Guarantee. If a collection fails, we'll email you and switch automatic top-ups off until you turn them back on. You can cancel the Direct Debit in the portal at any time.
• We'll email you when your balance runs low. Calls are still answered if your balance goes below £0, but you won't be able to see the details or recordings of new calls in the portal until you top up to £0 or more. Any amount below £0 is owed to us and is taken from your next top-up.
• If the service ends, we'll refund any unused balance to you within 30 days, after taking anything you owe.
• We'll give you at least 30 days' notice by email of any change to your rates.

7. Availability

We work hard to keep the service running around the clock, but we rely on phone networks and other providers, so we can't promise it will never be interrupted. Like a person, the receptionist can occasionally mishear something. We'll fix problems as quickly as we reasonably can and tell you about any planned downtime.

8. Ending the service

• There's no long contract. You can stop at any time by emailing info@aiflo.co.uk. The service ends at the end of the period you've already paid for, and we don't refund part months.
• We can end the service with 30 days' notice by email.
• We can pause or end the service straight away if you seriously break these terms, for example by using it unlawfully or not paying what you owe.
• When the service ends, remember to turn off call forwarding. Download anything you want to keep from your portal first. We'll then delete your account and call data as set out in our privacy notice.

9. Liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow us to limit.
• We're not liable for loss of profit, revenue, business, opportunity or goodwill, including from missed or mishandled calls or messages, or for any indirect or consequential loss.
• Apart from that, our total liability to you in any 12-month period is limited to the fees you paid us in the 12 months before the claim.
• We're not responsible for delays or failures caused by things outside our reasonable control, such as phone network or provider outages.

10. General

• Your content: your script, greeting and business details remain yours. You let us use them only to provide the service.
• Changes to these terms: we'll email you at least 30 days before any significant change. If you don't agree, you can stop using the service before the change applies.
• Notices: we'll contact you at the email address you gave us, and you can contact us at info@aiflo.co.uk.
• Transfer: you can't transfer these terms to someone else without our agreement.
• Law: these terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute.