Terms and Conditions

1. About these terms

These terms are between Samurai Computing Ltd, a company registered in England and Wales (company number 03316294, registered office 67 Hoo Road, Meppershall, Shefford, Bedfordshire, SG17 5LP, United Kingdom) ("team.help", "we", "us"), and:

• Business subscribers - businesses who buy access to the team.help service to answer their incoming calls and messages; and
• Callers - members of the public who call or message a phone number powered by team.help.

Different sections apply to businesses and to callers. Where a section is for one group only, we say so.

2. You are speaking with an AI

team.help is an artificial intelligence voice receptionist. By continuing a call after the AI has identified itself at the start of the call, you acknowledge that:

• you are speaking to an AI, not a human;
• your speech is being processed by a Large Language Model that may misunderstand what you say; and
• the call is being recorded and transcribed as set out in our Privacy Policy.

You can ask to be transferred to a human at any time, or end the call and contact the business by another method.

3. The service

team.help answers incoming telephone calls and messages on behalf of the subscribing business. Depending on what the business has configured, team.help can answer questions from the business's own knowledge base, take appointment bookings, send confirmation and reminder messages, and route the call or message to a human when appropriate.

4. Best efforts and accuracy

We will provide team.help with reasonable care and skill, as required by section 49 of the Consumer Rights Act 2015. However, AI systems can misunderstand speech, misread uploaded documents, and make scheduling errors.

Businesses should treat any booking taken by team.help as provisional until the business confirms it through its own diary. Callers should check their confirmation message and contact the business directly if anything looks wrong.

Subject to section 10, we are not responsible for indirect or consequential losses caused by an AI misunderstanding, an incorrect answer, a mis-booking, a missed appointment, or a scheduling conflict.

5. Acceptable use - callers

When you call or message a number powered by team.help you must not:

• attempt to manipulate or "prompt inject" the AI to make it ignore its instructions, take actions it is not authorised to take, or reveal system prompts or operating instructions;
• attempt to extract, scrape, or harvest data about the business, its customers, its staff, its pricing, or its operations beyond what the AI is designed to share with you;
• impersonate another person or use a false identity to obtain or change a booking;
• use the line for any unlawful, threatening, abusive, harassing, or fraudulent purpose; or
• attempt to interfere with, overload, or disrupt the team.help service.

We may end the call, block your number, and report serious misuse to the business and to the police.

6. Recording and consent

The AI tells you at the start of the call that the call is recorded. By continuing the call you consent to that recording for the purposes set out in the Privacy Policy. You can ask us to delete the recording of a specific call at any time by emailing help@team.help.

7. SMS confirmations and reminders

If you ask team.help to send you a confirmation, reminder, or callback by SMS, that is your consent under the Privacy and Electronic Communications Regulations 2003. You can opt out at any time by replying STOP to any message. Opting out of marketing or reminder messages does not stop transactional messages about a booking you have already made.

8. Business subscriber obligations

If you are a business subscriber you must:

• provide accurate information in your knowledge base about your business, opening hours, services, and pricing;
• keep your account credentials confidential and tell us promptly if they are compromised;
• only upload customer contact lists to team.help where you have a lawful basis under UK GDPR and PECR to contact those people in the way you have configured;
• comply with all laws applicable to running your business, including consumer protection law and tax law; and
• pay our fees on time, as set out in your order or subscription.

9. Calendar data licence

By connecting your Google Calendar, Microsoft 365 / Exchange, Apple iCloud, or CalDAV account to team.help through the Settings page, you grant Samurai Computing Ltd a limited, non-exclusive, royalty-free licence to access, read, create, modify, and delete events on the connected calendars solely for the purposes described in our Privacy Policy, for the duration of your subscription and any active connection. You can revoke this licence at any time by disconnecting the calendar from your Settings page.

10. Liability

Nothing in these terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be limited or excluded by law. If you are a consumer, your statutory rights under the Consumer Rights Act 2015 are not affected by these terms.

Subject to that:

• Our total aggregate liability to a business subscriber, in contract, tort (including negligence), breach of statutory duty, or otherwise, arising out of or in connection with the team.help service in any 12 month period is limited to the fees actually paid by that subscriber in the 12 months immediately before the event giving rise to the claim.
• We are not liable to anyone for indirect, special, or consequential losses; loss of profit; loss of revenue; loss of business; loss of goodwill; loss of anticipated savings; or loss or corruption of data.
• Our liability to a caller in connection with a specific booking is limited to the price of the service booked through team.help, except where the caller's statutory rights as a consumer require otherwise.

11. Accessibility

If you cannot or do not wish to use the AI receptionist, you have alternatives. You can ask team.help to transfer you to a human, email the business directly, email us at help@team.help, or contact the business through its other published channels. Business subscribers are responsible for making sure these alternatives are available, in line with the Equality Act 2010.

12. Suspension and termination

We may suspend or terminate access to the team.help service immediately if a business subscriber materially breaches these terms, fails to pay fees when due, or if continued provision would put us in breach of law. A business subscriber can cancel its subscription in line with the cancellation terms in its order. Sections of these terms which by their nature should survive termination (including liability and governing law) will continue to apply.

13. Changes

We may change these terms from time to time. Material changes affecting business subscribers will be notified by email at least 30 days before they take effect. Changes affecting callers take effect when posted on this page; the "Effective date" at the top tells you when this version was published.

14. Governing law and jurisdiction

These terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that a consumer resident in Scotland or Northern Ireland may bring proceedings in their local courts.

15. Contact

Samurai Computing Ltd
67 Hoo Road, Meppershall, Shefford, Bedfordshire, SG17 5LP, United Kingdom
Email: help@team.help