These Terms of Service ("Terms") govern the subscription to and use of the RingDesk platform ("the Service") provided by TJP365 Ltd, a company incorporated in England and Wales (Company No. 15457512), registered at 55-57 Station Road, Edgware, England, HA8 7HX, trading as RingDesk ("we", "us", "our").
By creating an account, activating a trial, or subscribing to a paid plan, you ("the Customer") agree to be bound by these Terms. Please read them carefully before proceeding.
This Service is provided to businesses only. By creating an account you confirm that you are doing so in the course of a trade, business, or profession, and not as a consumer. If you are a sole trader, you confirm that you are purchasing the Service for business purposes.
These Terms are a legally binding contract. If you do not agree with them, do not use the Service.
PART 1 - THE SERVICE
1. What RingDesk does
1.1 RingDesk provides an AI-powered communication agent for your business across voice and text-messaging channels. When a caller telephones, or sends an SMS text message to, a phone number assigned to your account, the AI agent answers and attempts to respond to their enquiry based on information you have configured ("Your Content").
1.2 The Service is designed to handle routine inbound enquiries such as opening hours, bookings, frequently asked questions, and directions. It is not designed or intended to:
(a) Provide regulated financial advice, investment advice, mortgage advice, or any service regulated by the Financial Conduct Authority (FCA);
(b) Provide medical advice, diagnoses, or clinical guidance;
(c) Provide legal advice or serve as a substitute for qualified legal counsel;
(d) Handle emergency calls requiring the emergency services - the Service must be configured to transfer any caller reporting an emergency to 999 or 112 immediately;
(e) Act as a regulated telecommunications provider or emergency call service.
1.3 The AI agent's responses are generated by a large language model. While we take steps to configure the agent to respond appropriately based on Your Content, we cannot guarantee the accuracy, completeness, or appropriateness of every response. The AI may occasionally produce incorrect, incomplete, or unexpected outputs.
1.4 RingDesk is a tool to assist your business - it does not replace human judgment on matters requiring professional expertise.
1.5 The Service currently operates over the following channels: (a) inbound telephone calls; (b) SMS notifications and caller confirmations; and (c) two-way SMS text-message conversations, where you enable them. We may add or change channels from time to time. Outbound calling and messaging are not part of the standard Service and, where we make them available, are governed by clause 17A.
2. Your Content and configuration
2.1 You are responsible for all information you provide to configure the Service, including business hours, FAQs, pricing, service descriptions, agent persona, and any other content loaded into your account ("Your Content").
2.2 You warrant that Your Content:
(a) Is accurate and up to date;
(b) Does not contain defamatory, misleading, illegal, or harmful information;
(c) Does not instruct the AI agent to make representations that you know to be false;
(d) Complies with all applicable laws and regulations relevant to your industry.
2.3 We are not responsible for the consequences of outdated, inaccurate, or misleading content in your configuration.
3. Phone numbers
3.1 UK phone numbers assigned to your account are provisioned from Twilio Inc. and remain the property of the underlying telecommunications provider.
3.2 RingDesk operates using call forwarding from your existing number - your number remains with your current provider and is not transferred to us. If you have a RingDesk-provisioned number and wish to transfer it away on account closure, you may request this and we will facilitate where technically feasible, though we cannot guarantee success.
3.3 On termination of your account, your RingDesk-provisioned number will be released. We recommend arranging any required number transfer before termination.
3A. Text messaging (SMS)
3A.1 Where enabled, the Service can (a) send SMS notifications to you (for example, when a call is missed or a message is taken); (b) send SMS confirmations or links to your callers; and (c) hold two-way SMS conversations in which the AI agent reads and replies to text messages sent to your number, using the same Your Content as the voice agent.
3A.2 SMS is available only on text-capable numbers. Where your primary number is not text-capable, a separate dedicated texting number may be required, which is charged as an add-on at the rate published for additional numbers.
3A.3 You are responsible for ensuring that any message you cause the Service to send complies with the Privacy and Electronic Communications Regulations 2003 (PECR) and UK GDPR, including obtaining any consent required for marketing messages. The Service is intended for handling enquiries and transactional confirmations; it is not a bulk-marketing or SMS broadcast tool, and you must not use it to send unsolicited marketing.
3A.4 The Service honours opt-outs. A recipient who replies "STOP" is automatically unsubscribed and you will not be able to message that number through the Service until they reply "START". You must not attempt to circumvent opt-outs.
3A.5 The content and metadata of SMS messages are personal data and are processed in the same way as call data under clause 10 and the DPA.
3B. Third-party integrations
3B.1 The Service can connect to third-party systems that you choose to enable, such as booking, calendar, and CRM platforms ("Integrations").
3B.2 By enabling an Integration, you instruct and authorise us to exchange relevant call, message, booking, and caller data with that third-party system on your behalf, and you confirm that you have the right to connect that system and to share that data with it.
3B.3 Third-party systems are operated by you and/or the relevant third-party provider. Their processing of data is governed by your own agreement with that provider, not by these Terms; for the purposes of UK GDPR they are your processors or controllers and are not our sub-processors. Once data has been delivered to a system you control, we are not responsible for its handling.
3B.4 You are responsible for your Integration credentials and for keeping them secure, and for complying with the third party's terms. We do not warrant the availability, accuracy, or continued operation of any Integration and are not liable for the acts or omissions of any third-party provider.
PART 2 - SUBSCRIPTIONS AND PAYMENT
4. Plans and pricing
4.1 Subscription plans and pricing are as published on our website and admin app at the time of your order. Current plans include Pay As You Go, Starter, Standard, Pro, Scale, and Enterprise - see our pricing page for current rates.
4.2 Subscription fees are billed monthly in advance unless you have agreed annual billing. Your subscription renews automatically each month (or year, if on annual billing) until you cancel it in accordance with clause 7.
4.3 Minutes included in your plan are as stated at the time of subscription. Calls that exceed your included minutes are billed at the overage rate published for your plan.
4.4 All prices are quoted in GBP and are exclusive of VAT. VAT at the prevailing rate will be added to all invoices where applicable.
5. Payment
5.1 Payment is collected via Stripe. By subscribing, you authorise us to charge your payment method on a recurring basis.
5.2 If payment fails, we will retry on days 3, 5, and 7. If payment has not cleared by day 7, the following escalation applies:
| Days overdue | Action |
|---|---|
| Day 7 | Overdue notice sent |
| Day 14 | Final warning sent |
| Day 21 | Service degradation (feature lockout banner) |
| Day 28 | Agent suspended |
| Day 35 | Account deactivated |
"Account deactivated" means your account is closed, your agent is decommissioned, your RingDesk-provisioned phone number is released, and your data enters the post-termination retention period described in clause 20.2.
5.3 You are responsible for keeping your payment method up to date.
5.4 Invoices are available in the admin app. We do not issue paper invoices unless requested.
6. Trial period
6.1 New accounts receive a 14-day free trial capped at 200 minutes. No credit card is required to start a trial.
6.2 At the end of the 14-day trial period, if no paid subscription has been started, the agent will switch to notification mode (callers are informed the trial has ended). After a further 7-day grace period, the agent is decommissioned and the phone number released.
6.3 Trial accounts are for genuine evaluation only. You may not use a trial to provide a production service to your callers without converting to a paid plan.
7. Cancellation and refunds
7.1 You may cancel your subscription at any time from the admin app. Cancellation takes effect at the end of the current billing period. You retain access to the Service until that date.
7.2 We do not provide pro-rata refunds for cancellations mid-billing period, except in cases of our material breach of these Terms.
7.3 If you cancel and wish to reactivate later, your previous configuration may no longer be available. Account configuration data is retained for 90 days after cancellation, then deleted. Call recordings and transcripts are retained for 90 days from the date of each call by default (configurable at account level), regardless of account status.
7.4 Setup fees and one-off charges are non-refundable once the relevant work has been carried out.
8. Plan changes
8.1 You may upgrade your plan at any time. Upgrades take effect immediately and are pro-rated on your next invoice.
8.2 Downgrades take effect at the end of the current billing period.
8.3 If you downgrade to a plan with fewer included minutes than your current usage, you may incur overage charges.
PART 3 - CALL RECORDING AND DATA
9. Call recording
9.1 The Service records all calls handled by the AI agent. These recordings are used to generate transcripts and to allow you to review calls in the admin app.
9.2 You are responsible for ensuring compliance with applicable call recording laws. In the UK, the Regulation of Investigatory Powers Act 2000 (RIPA) and associated regulations permit recording where at least one party to the call consents. As the operator of the line, your business is a party to the call. However, you may wish to play a call recording notification to callers.
9.3 We recommend that your agent persona includes a brief notification that calls may be recorded, e.g. "Just to let you know, this call may be recorded." We will include this in the default agent configuration.
9.4 You must ensure that your use of call recordings complies with your sector's specific regulatory requirements (for example, FCA regulated firms have specific obligations around call recording under SYSC 10A).
9.5 Call recordings and transcripts are stored securely and retained for 90 days from the date of the call by default, after which they are automatically deleted. The retention period is configurable at account level; a longer period may be set where you have a documented lawful basis.
10. Your data and our data processing
10.1 In providing the Service, we process personal data on your behalf. We act as a Data Processor and you act as the Data Controller in respect of personal data contained in call recordings, transcripts, and caller information.
10.2 Our data processing activities are governed by our Data Processing Agreement (DPA), which forms part of these Terms and is available in the admin app.
10.3 We process call audio, message content, transcripts, and caller data using third-party sub-processors including Twilio (call and SMS routing), Deepgram (speech-to-text), Anthropic (AI language model), Amazon Web Services (managed AI model hosting), Cartesia AI (text-to-speech), Supabase (database, authentication, and encrypted storage), Stripe (payment processing), Netlify (admin-app hosting), and Resend (transactional email). A current list of sub-processors is maintained in the DPA and will be updated with 30 days' prior written notice of any change.
10.4 Certain sub-processors (including Twilio, Anthropic, Cartesia AI, Stripe, Netlify, and Resend) are located in the United States. Personal data transfers to these sub-processors are protected by the UK International Data Transfer Agreement (UK IDTA) between us and each sub-processor, as required under UK GDPR Article 46. Sub-processors located in the EEA (including Deepgram, Amazon Web Services, and Supabase) are covered by UK adequacy regulations.
10.5 You must ensure you have an appropriate lawful basis to process caller personal data under UK GDPR. For most businesses, legitimate interest will apply, but you should satisfy yourself that your use case is compliant.
10.6 Our full Privacy Policy is available at ringdesk.co.uk/privacy.
10.7 AI transparency disclosure. You must ensure that callers are clearly informed at the start of each call that they are speaking with an automated system. RingDesk provides a configurable transparency notice for this purpose. You must not remove or alter this notice in a way that would mislead callers into believing they are speaking with a human being. Where you modify the default notice, you remain solely responsible for ensuring the amended wording satisfies your obligations under UK GDPR, PECR, and any other applicable legislation.
10.8 Security. We implement and maintain appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access, in accordance with UK GDPR Article 32. These measures include access controls with row-level data separation, TLS encryption in transit, encrypted storage at rest, and documented incident response procedures. Full details are set out in Schedule B of the DPA.
10.9 Returning-caller recognition. Where you enable returning-caller recognition for a desk, the Service retains a limited history of previous calls and messages associated with a caller's telephone number and may use it to identify a returning caller and personalise the interaction (for example, greeting them by name or referring to a previous enquiry). This feature is configurable per desk and can be disabled.
10.10 You are responsible for ensuring you have an appropriate lawful basis for this personalisation and profiling under UK GDPR, and for reflecting it in the privacy information you provide to callers where required. Caller history is subject to the same retention period and DPA terms as other caller data.
PART 4 - ACCEPTABLE USE
11. Permitted use
11.1 You may use the Service only for lawful business purposes relating to the management of inbound telephone and text-message enquiries for your business.
11A. Authorised users and team access
11A.1 You may invite additional individuals to access your account ("Authorised Users") and assign them roles and permissions through the admin app.
11A.2 You are responsible for the acts and omissions of your Authorised Users as if they were your own, for ensuring each Authorised User keeps their login credentials secure, and for promptly removing access for any user who should no longer have it.
11A.3 You must ensure that each Authorised User complies with these Terms. You remain the account owner and the Customer under these Terms regardless of how many Authorised Users you add.
12. Prohibited use
12.1 You must not use the Service to:
(a) Provide any regulated advice service including financial advice, mortgage advice, legal advice, or medical diagnosis;
(b) Handle calls where a failure to respond correctly could result in harm to life (emergency medical services, crisis lines) - unless specifically configured with mandatory emergency transfer;
(c) Deceive callers as to the nature of the Service - the agent must not claim to be a human being when directly and sincerely asked;
(d) Collect personal data from callers beyond what is necessary for handling their enquiry;
(e) Facilitate unsolicited outbound marketing calls or messages, or any activity in breach of PECR (outbound features that we may make available under clause 17A are subject to the consent and compliance requirements set out there);
(f) Engage in any activity that is fraudulent, misleading, or likely to bring RingDesk or TJP365 Ltd into disrepute;
(g) Operate the Service in any sector or manner that would require TJP365 Ltd to hold a regulatory licence that it does not hold;
(h) Resell or sublicense access to the Service to third parties (unless you are a registered Reseller under a separate Reseller Agreement).
12.2 We reserve the right to suspend access immediately if we reasonably believe the Service is being used in breach of clause 12.1, without prior notice.
17A. Outbound communications (where enabled)
Note: Outbound calling and messaging are not generally available at the date of these Terms. This clause is a placeholder; full outbound terms will be provided, and your acceptance obtained, before any outbound feature is enabled on your account.
17A.1 Where we make outbound features available (such as appointment reminders or scheduled callbacks), you are the instigator of those communications and are solely responsible for ensuring you have a lawful basis and any consent required under PECR and UK GDPR.
17A.2 You are responsible for screening recipients against the Telephone Preference Service (TPS) / Corporate TPS where applicable, for honouring opt-out requests, and for respecting reasonable contact hours.
17A.3 We may impose technical controls (such as quiet-hours windows and automated opt-out handling), but these do not relieve you of your own compliance obligations.
PART 5 - SERVICE LEVELS AND AVAILABILITY
13. Service availability
13.1 We aim to provide a high-availability service but do not guarantee 100% uptime. We target 99.5% monthly availability, measured across the call answering service.
13.2 Scheduled maintenance will be communicated at least 24 hours in advance where possible and will take place outside UK business hours where practicable.
13.3 We are not liable for interruptions caused by:
(a) Third-party telecommunications or infrastructure providers (including Twilio, Deepgram, Anthropic, or Cartesia AI);
(b) Force majeure events;
(c) Your own misconfiguration of the Service.
13.4 In the event of a material service outage, we will communicate updates via email and status.ringdesk.co.uk (or equivalent).
14. AI limitations disclaimer
14.1 The RingDesk AI agent is a language model-based system. You acknowledge that:
(a) The AI may produce incorrect, incomplete, or unexpected responses despite appropriate configuration;
(b) The AI cannot access real-time information unless you have configured specific integrations;
(c) The AI's responses are not a substitute for professional advice in regulated fields;
(d) Caller satisfaction is affected by the quality of Your Content - we are not responsible for poor agent performance caused by missing, incomplete, or inaccurate configuration.
PART 6 - LIABILITY
15. Our liability to you
15.1 We are liable to you for direct losses caused by our material breach of these Terms or our negligence.
15.2 We are not liable for:
(a) Any lost revenue, lost profit, or lost business opportunity arising from the Service being unavailable or an AI agent responding incorrectly;
(b) Any missed calls, failed bookings, or customer complaints attributable to the Service;
(c) Any regulatory fine, penalty, or sanction imposed on your business for your use of the Service;
(d) Any claim by a third party (including your callers) arising from the AI agent's responses;
(e) Any indirect, consequential, or speculative loss of any kind.
15.3 Our total aggregate liability to you in any 12-month period shall not exceed the total subscription fees paid by you to us in the 6 months immediately preceding the relevant claim.
15.4 Nothing in these Terms limits our liability for:
(a) Death or personal injury caused by our negligence;
(b) Fraud or fraudulent misrepresentation;
(c) Any other matter that cannot be excluded or limited by law.
16. Your liability to us
16.1 You shall indemnify us against any claims, costs, losses, or liabilities we suffer arising from:
(a) Your breach of these Terms;
(b) Your Content being unlawful, defamatory, or misleading;
(c) Your failure to comply with applicable call recording or data protection laws;
(d) Any claim by a caller or third party arising from your configuration of the Service.
PART 7 - TERM, TERMINATION, AND SUSPENSION
17. Term
17.1 These Terms apply from the date you create an account and continue until your account is terminated.
18. Termination by you
18.1 You may close your account at any time from the admin app. See clause 7 for cancellation terms.
19. Termination or suspension by us
19.1 We may suspend your access immediately and without notice if:
(a) We reasonably believe your account is being used in breach of clause 12;
(b) Your account has an overdue invoice and our escalation process under clause 5.2 has been exhausted;
(c) We receive a credible legal claim or regulatory direction requiring us to suspend the account.
19.2 We may terminate your account on 30 days' written notice for any reason.
19.3 We may terminate your account immediately if:
(a) You commit a material and unremedied breach of these Terms;
(b) You become insolvent or enter administration.
20. Effect of termination
20.1 On termination, your access to the Service ceases. Your phone number will be released after 30 days unless you arrange a port-out.
20.2 Following termination, data is handled as follows:
- Call recordings and transcripts are retained for 90 days from the date of each call by default (as per clause 9.5, configurable at account level), then automatically deleted. This period is unaffected by account termination.
- Account configuration data (desk setup, FAQs, agent persona, and similar settings) is retained for 90 days post-termination, then deleted.
You may export your configuration data at any time during the 90-day period via the admin app or by contacting support.
PART 8 - GENERAL
21. Changes to these Terms
21.1 We may update these Terms from time to time. We will give you at least 30 days' notice of material changes by email.
21.2 Your continued use of the Service after the effective date of changes constitutes acceptance.
21.3 If you do not accept the changes, you may terminate your account in accordance with clause 7.
22. Intellectual property
22.1 The Platform, software, AI models, branding, and documentation are owned by TJP365 Ltd. You receive a limited, non-exclusive licence to use the Service for your business purposes.
22.2 Your Content remains your property. You grant us a licence to process Your Content solely to provide the Service.
23. Complaints
23.1 We aim to resolve all complaints promptly. Contact us at support@ringdesk.co.uk or on 0333 011 1168.
23.2 If a complaint cannot be resolved directly, you may refer it to alternative dispute resolution. We will provide details of an appropriate ADR provider on request.
24. General provisions
24.1 Entire agreement. These Terms (including the DPA and any Order Form) constitute the entire agreement between the Parties.
24.2 Severability. If any provision is unenforceable, it is severed and the remainder continues in force.
24.3 Assignment. We may assign this Agreement to a successor in business. You may not assign your account without our prior written consent.
24.4 Force majeure. Neither Party is liable for delays or failures caused by events beyond their reasonable control.
24.5 Governing law. These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.
24.6 Notices. Notices to us should be sent to legal@ringdesk.co.uk or our registered address. We will send notices to the email address registered on your account.
24.7 Third party rights. These Terms do not confer any rights on third parties (including callers) under the Contracts (Rights of Third Parties) Act 1999.