Terms of Service

The short version

We answer your business’s calls around the clock, book appointments into your calendar and send confirmations to your callers. Setup is £200 for founding members (£325 afterwards), and you get it back in full if you cancel within 14 days. Then it’s £175 a month plus VAT, with no per-minute charges, subject to a fair-use limit of 1,200 answered minutes. You can cancel any time. Keep your business details with us accurate, and remember we’re a receptionist — not an emergency line.

1. Who these terms are between

These terms are an agreement between your business (“you”) and We Action Every Thing Ltd, trading as We Answer Every Call, a company registered in England & Wales (company number 16867659) with its registered office at 128 City Road, London EC1V 2NX (“we”, “us”). By starting a trial or subscribing, you accept them.

2. The service

We answer calls on your behalf, 24 hours a day, 7 days a week. That includes: - answering in your business’s name and handling common caller queries; - taking messages and passing them to you with summaries; - booking appointments into your calendar based on the availability and rules you give us; - sending booking confirmations and reminders to callers by SMS and email. Calls may be recorded and transcribed so we can do this accurately — see our Privacy Policy for how that data is handled.

3. Trial, pricing and cancellation

• Setup — a one-off setup fee, paid when you sign up: £200 for founding members, £325 afterwards. It covers building your service — loading your prices and services, testing it, and switching it on.
• 14-day trial — your setup fee back, in full — if you cancel within 14 days of signing up, we refund your setup fee in full, as money. Not credit, not a voucher.
• Subscription — £175 per month, billed monthly in advance. No per-minute charges and no overage — subject to fair use, below.
• Referral reward — refer another business, and once they subscribe and pay their first full month, your next month costs £5 instead of £175. Rewards stack and are applied to consecutive months, with no cap and no expiry. The reward is earned on their first completed payment, not on their signup.
• VAT — the prices above don’t include VAT. It goes on the invoice at the going rate, the same as any other business bill.
• Call carriage — the phone line itself is passed through at cost and shown separately. It is not covered by the “no per-minute charges” promise, and we won’t pretend otherwise.
• Cancel anytime — you can cancel whenever you like and keep the service running until the end of your current billing cycle. The setup fee is fully refundable inside the first 14 days. After that, months already under way are not refunded — you keep the service you have paid for right through to the end of the cycle. (If the service was unavailable through our fault, section 7 gives you a pro-rata refund instead.) If we ever change our prices, we’ll give you at least 30 days’ notice first — you can cancel before the new price applies.

4. Fair use

One subscription covers call answering for one business location or phone number. If you have more locations or lines, talk to us and we’ll agree an arrangement — we won’t just bill you for it without asking. The fair-use limit is 1,200 minutes of answered call time per month — roughly 25 hours of live conversation, which is several times what a busy single-site business generates. Almost nobody will come near it. Going over does not trigger a charge and does not cut you off. It triggers a conversation: we will contact you, and where the volume is genuine we will agree a plan that fits. We will never bill you retrospectively for going over. The service is for answering genuine inbound calls to one business. It may not be used for: reselling or sharing the service with another business; outbound telemarketing or cold-calling campaigns; autodialler, robocall or bulk-call traffic; artificial or automated traffic generated to inflate usage; or as a general-purpose telephone line.

5. Reviews — what we will and will not do

If you take our Reputation and Reviews service, we invite every one of your customers to leave a review — whether or not we expect them to be happy. We will not filter, screen, gate, hide or suppress negative reviews, and we will not route unhappy customers to a private feedback form instead of a public review. That practice is called review gating, and UK law bans it — it can get every review you’ve earned removed, and it carries serious penalties. So if you ever ask us to do it, we’ll say no. That’s us protecting your business, not being difficult — and if it keeps coming up, we’d have to end the agreement rather than break the law on your behalf. We will help you reply well to a bad review. We will not make it disappear. We also never reward anyone for leaving a review. Referrals and reviews are entirely separate: we reward you for sending us a business, never for saying something nice about us.

6. Your responsibilities

• Forward your business number to the number we give you — we can only answer calls your line delivers to us.
• Give us accurate information about your business: opening hours, services, prices, booking rules and anything else we need to answer well.
• Tell us promptly when any of it changes. If we answer with out-of-date information you gave us, that’s on the information, not the answering.
• Make sure you’re entitled to have us answer the line you forward, and that your own use of caller data complies with the law.

7. What we don’t guarantee

We answer every call our system receives. What we can’t do is answer a call that never reaches us — a failed connection, a forwarding problem, or a network outage between your phone provider and our systems — any more than a human receptionist could answer a phone that never rang. And like any receptionist, human or otherwise, ours can occasionally mishear or misunderstand a caller. We provide the service with reasonable skill and care, but we don’t promise it will never make a mistake, that information given to a caller will always be correct, or that the service will never have an interruption. If the service is ever unavailable through our fault for a material part of a month, we’ll refund that part of the month pro-rata — fair’s fair. We are not an emergency service. The service directs medical, fire and crime emergencies to 999 and takes no message. If a caller or anyone else is in danger or needs urgent help, they should ring 999, not your business line.

8. Liability

Our total liability to you under these terms, in any twelve-month period, is capped at the fees you paid us in the twelve months before the event giving rise to the claim. We’re not liable for indirect or consequential losses, such as lost profits or lost business opportunities. Nothing in these terms excludes or limits any liability that cannot legally be excluded or limited — including liability for death or personal injury caused by negligence, or for fraud.

9. Data protection

We handle personal data — yours and your callers’ — as described in our Privacy Policy, which forms part of these terms. For caller data we process on your behalf, you are the controller and we are the processor under UK data protection law, and we each agree to comply with it. Our Data Processing Agreement also forms part of these terms and takes effect when you accept them — a signed copy is available on request. Calls are recorded and transcribed so the service can work, and a spoken notice tells callers so at the start of each call. We may change the AI models, voices or suppliers behind the service to improve quality or manage cost — your price does not change when we do, subject to the sub-processor notice and objection rights in the Data Processing Agreement.

10. Suspension and ending the service

We may suspend or end the service if your account is unpaid after we’ve reminded you, or if the service is being misused. Except where the traffic is fraudulent, unlawful, or actively degrading the service for others, we’ll always contact you before we do — and we’ll never suspend without warning for a simple billing hiccup.

11. General

If we update these terms, we’ll post the new version here with a new “last updated” date and tell you about significant changes before they apply. If any part of these terms turns out to be unenforceable, the rest still stands. Notices — formal notices go by email: to you at the address on your account, to us at [email protected], and are treated as received the next working day. Entire agreement — these terms, the Privacy Policy, the Fair Use Policy and the Data Processing Agreement are the whole of the deal. If something we’ve said matters to you, ask us to put it in writing in one of them — neither of us can hold the other to promises made outside these documents. Assignment — selling your business? Talk to us and we’ll move the agreement to the new owner — we just need to agree it in writing first. If our business ever changes hands, the agreement moves with it: we’ll tell you, and your rights don’t change. Events outside our control — if something genuinely beyond either of us (a flood, a national network outage) delays or stops things, neither of us is liable for it. Service already delivered still gets paid for — fair’s fair. Third parties — no one other than you and us has any right to enforce these terms. Payment — fees are collected by card on or after the billing date. If a payment fails we’ll retry and let you know — an expired card won’t cut you off. Suspension (section 10) only comes into it if the account stays unpaid after we’ve been in touch. These terms are governed by the law of England & Wales, and the courts of England & Wales have exclusive jurisdiction over any dispute. Questions? Call us on +44 7414 142721 or contact us via this website. We Answer Every Call