Terms of Service

Last updated: 28/06/2026

These Terms of Service ("Terms") govern access to and use of the Callmate website at callmate.io (the "Site"), the Callmate platform, dashboard, and application (the "App"), and the Callmate AI voice services (the "Services"), all operated by Callmate Ltd ("Callmate", "we", "us", "our"), a company incorporated in England and Wales with its registered office at 128 City Road, London, EC1V 2NX, United Kingdom.

By accessing or using the Site, App, or Services, or by signing an Order Form that references these Terms, you ("Customer", "you") agree to these Terms.

These Terms, together with any Order Form you sign and our Data Processing Terms, form the entire agreement between you and Callmate (the "Agreement") governing your use of the Services. An Order Form sets out the commercial terms only (such as fees, plan, and usage limits); all other terms governing the Services are set out in these Terms and the DPA.

Order of precedence. In the event of conflict, the following order applies: (i) the Order Form, with respect to commercial terms such as fees, plan, and usage limits; (ii) these Terms; (iii) the DPA, solely with respect to data protection and processing matters.

1. The Services

1.1 Provision. Callmate shall make the Services available during the term set out in the applicable Order Form, for the fees payable under that Order Form, provided that the Customer is solely responsible for procuring, maintaining, and paying for any SIP trunking, telephony services, phone numbers, and related infrastructure required to use the Services. Callmate does not provide phone numbers, branded caller ID, or verified numbers unless expressly stated in an Order Form. The absence or unavailability of the Customer's SIP/telephony provider will materially affect the availability of the Services.

1.2 No high-risk use. The Services are not intended for high-risk, safety-critical, or emergency use, including emergency services or life-support systems. The Customer shall not use, or permit any authorised user to use, the Services where failure could reasonably be expected to cause death, personal injury, or serious harm.

1.3 Accounts and access. The Customer shall establish and maintain an account to access the Services, keep all account information accurate and up to date, safeguard all access credentials, and remain fully responsible for all activities conducted through its account, whether authorised or unauthorised (including the acts and omissions of its employees and contractors granted access as authorised users). The Customer shall implement reasonable internal access controls, including prompt revocation of access where no longer required, and promptly notify Callmate of any actual or suspected unauthorised access or security compromise.

2. Fees and billing

2.1 Fees. The Customer shall pay the subscription fees and any usage-based charges set out in the applicable Order Form. Each plan includes a usage allowance per billing period; if the Customer exceeds the applicable allowance, overage fees apply at the per-unit rates specified in the Order Form, billed in arrears. Subscription fees are payable in advance as specified in the Order Form. Usage is measured in accordance with the metrics specified in the Order Form, and Callmate's usage records shall be conclusive for billing purposes unless the Customer demonstrates a material error with reasonably sufficient evidence.

2.2 Pricing changes. Callmate may adjust subscription fees, overage rates, and/or plan pricing by giving the Customer at least 30 days' written notice (email sufficient). Updated pricing applies from the start of the next billing cycle and does not require a new Order Form.

2.3 Card charges. The Customer authorises Callmate and its payment service provider to store the Customer's payment method token and automatically charge recurring subscription fees and any overage or usage fees due under the Agreement. The Customer confirms it is acting in a business-to-business capacity and that the signatory is authorised to grant this authorisation.

2.4 Taxes. All fees are exclusive of VAT and any applicable taxes, duties, or governmental levies. Where VAT is chargeable, the Customer shall pay it in addition to the fees, upon receipt of a valid VAT invoice. The Customer is responsible for all such amounts other than taxes assessed on Callmate's net income.

2.5 Suspension for non-payment. If the Customer fails to pay any fees when due, Callmate may, upon reasonable notice or immediately, suspend access to the Services without prejudice to any other rights or remedies.

3. Service availability

3.1 Availability. Callmate shall use reasonable efforts to make the Services available on a 24/7 basis, excluding planned maintenance, emergency maintenance, outages caused by third-party actions, or force majeure events. Uninterrupted availability is not guaranteed. Where reasonably practicable, Callmate shall give advance notice of planned maintenance, and may perform emergency maintenance without prior notice where required to address security, performance, or legal concerns. The Services may depend on third-party systems (including the Customer's telephony/SIP provider or upstream infrastructure), and Callmate is not responsible for unavailability, degradation, or performance issues caused by third-party services outside Callmate's control.

3.2 Service changes. Callmate may modify, update, or enhance the Services from time to time, including by adding, removing, or changing features. Callmate shall not materially reduce the core functionality of the Services under an Order Form without at least 30 days' prior notice.

4. Customer compliance

4.1 Responsibility. The Customer is solely responsible for the way and purposes for which it uses the Services, including all content, configurations, scripts, prompts, workflows, and knowledge bases, and for ensuring its use complies with all applicable laws and regulations, including applicable privacy, electronic communications, marketing, and telecommunications laws in the United Kingdom and European Union (including the UK GDPR, the Data Protection Act 2018, PECR, the EU GDPR, and applicable ePrivacy rules).

4.2 Consents. The Customer represents and warrants that it shall not use the Services to make unlawful marketing or spam calls or other prohibited communications. The Customer is solely responsible for obtaining and maintaining any required consents or lawful basis, providing legally required notices and disclosures, promptly honouring opt-outs, maintaining do-not-call lists, and suppressing calls where prohibited or where consent has been withdrawn. The Customer shall, upon reasonable request, provide evidence of such procedures where necessary for Callmate to investigate complaints, carrier action, abuse, or legal risk.

4.3 Use of AI. The Customer is solely responsible for providing any legally required disclosures relating to the use of automated or AI-driven systems (including disclosures that an AI-generated or synthetic voice is being used) and, where call recording is enabled, for providing required notices, obtaining required consents, and complying with all applicable call recording and interception laws.

4.4 Prohibited use. The Customer must not (and must ensure its authorised users do not) use the Services for any unlawful, fraudulent, deceptive, or harmful purpose, including: unlawful marketing or outbound calling; failure to honour opt-outs or do-not-call requests; caller-ID spoofing, impersonation, or other misleading identification; phishing, scams, harassment, or hate or discriminatory conduct; introducing malware or attempting unauthorised access; or attempting to bypass security controls, rate limits, or other safeguards.

4.5 Suspension and mitigation. Callmate may immediately suspend or restrict access to the Services, in whole or in part, where it reasonably believes the Customer's use violates the Agreement, creates legal, regulatory, security, operational, or reputational risk, results in complaints, carrier enforcement, call blocking, or spam labelling, may cause harm to Callmate or others, or where undisputed fees remain unpaid. Callmate may implement reasonable mitigation measures (including rate limiting, workflow restrictions, or outbound calling limits) and require Customer cooperation prior to reinstatement.

5. Intellectual property and licence

5.1 Callmate IP. As between the parties, Callmate and its licensors own and retain all right, title, and interest in and to the Services and all related software, platforms, APIs, models, documentation, interfaces, workflows, templates, designs, know-how, and any improvements or derivative works. No rights are granted to the Customer except as expressly set out in the Agreement. Subject to payment of applicable fees and compliance with the Agreement, Callmate grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence during the term to access and use the Services solely for the Customer's internal business purposes.

5.2 Customer Data. As between the parties, the Customer owns all customer content and personal data submitted to or processed through the Services on the Customer's behalf ("Customer Data"). The Customer grants Callmate a limited, non-exclusive, worldwide licence to host, copy, process, transmit, and display such Customer Data solely as necessary to provide, maintain, secure, support, and improve the Services in accordance with the Agreement.

5.3 Restrictions. The Customer shall not, and shall not permit any third party to: reverse engineer or attempt to derive the Services; bypass security or usage limits; copy, modify, resell, or create derivative works of the Services; use the Services to develop or train competing products (including through scraping or model extraction); or remove or alter proprietary notices.

5.4 Feedback. If the Customer provides any suggestions, ideas, comments, or other feedback relating to the Services, Callmate may use it without restriction, and the Customer grants Callmate a perpetual, irrevocable, worldwide, royalty-free licence to use, incorporate, and exploit such feedback for any purpose without obligation.

6. Data handling

6.1 Data use. The Customer represents and warrants that it has obtained and shall maintain all rights, permissions, consents, and lawful bases necessary to provide Customer Data to Callmate and to instruct Callmate to host, process, transmit, and otherwise use such data to provide the Services. The Customer acknowledges that operation of the Services may involve processing call-related data including call metadata, transcripts, summaries, analytics outputs, and call recordings where enabled by the Customer.

6.2 Risk-based restrictions. Callmate may remove, disable access to, or restrict any Customer Data, content, workflows, or configurations where it reasonably believes they violate the Agreement or third-party rights, or create legal, regulatory, security, operational, or reputational risk.

6.3 Improvements. Callmate may use data derived from the Customer's use of the Services in de-identified and aggregated form to operate, maintain, and improve the Services, including for usage metrics and performance analytics.

6.4 Excluded data. The Customer shall not provide to the Services, and shall not instruct Callmate to process: (a) protected health information regulated by HIPAA; (b) payment card data subject to PCI DSS (including full PAN, CVV/CVC, or magnetic stripe/track data); or (c) special category data under UK/EU law or any other data regulated as "sensitive" under applicable privacy law. If the Customer nevertheless submits such data, the Customer remains solely responsible for compliance, and Callmate may delete, restrict, or suspend processing of such data to mitigate risk or comply with law.

6.5 Data processing. Callmate's processing of Customer Data as a processor is governed by the Data Processing Addendum, which forms part of the Agreement.

7. Confidentiality

7.1 Confidential information. "Confidential Information" means any non-public information disclosed by one party to the other in connection with the Agreement which is marked confidential or which is reasonably deemed confidential given the nature of the information and the circumstances of disclosure, including business, commercial, technical, security, product, and pricing information. Customer Data constitutes the Customer's Confidential Information. Callmate IP, the Services, and related non-public documentation constitute Callmate's Confidential Information. Confidential Information does not include information that is publicly available, was lawfully known without restriction prior to disclosure, is independently developed without use of the other party's Confidential Information, or is lawfully received from a third party without breach of confidentiality.

7.2 Obligations. Each party shall keep the other's Confidential Information confidential, use it solely to perform its obligations or exercise its rights under the Agreement, and protect it using at least the same degree of care it uses for its own confidential information of a similar nature. A party may disclose Confidential Information to its employees, contractors, and professional advisers who have a need to know and are bound by confidentiality obligations no less protective than these. The disclosing party remains responsible for any breach by such recipients.

7.3 Publicity. Except with the other party's prior written consent, neither party shall make any public announcement regarding the Agreement, provided that Callmate may identify the Customer as a customer on its website and in marketing.

7.4 Compelled disclosure. Confidential Information may be disclosed to the extent required by law or court order, provided that, where legally permitted, prompt notice is given and reasonable efforts are made to limit the disclosure.

7.5 Return or deletion. Upon termination or expiry, each party shall, upon request, return or securely delete the other's Confidential Information, except that one archival copy may be retained for legal or compliance purposes and shall remain subject to this section.

8. Warranties and disclaimers

8.1 Service disclaimer. Except as expressly set out in the Agreement and to the maximum extent permitted by law, the Services are provided "as is" and "as available". Callmate gives no warranty, representation, or undertaking (whether express, implied, statutory, or otherwise) in relation to the Services, and all implied terms, conditions, and warranties are excluded to the fullest extent permitted, including any implied terms as to satisfactory quality, fitness for a particular purpose, accuracy, completeness, non-infringement, availability, or uninterrupted or error-free operation.

8.2 AI outputs. The Customer acknowledges that AI-generated outputs may be inaccurate, incomplete, misleading, offensive, or otherwise inappropriate. The Customer is solely responsible for reviewing, verifying, and determining the suitability of any outputs and for all decisions, actions, and omissions taken in reliance on them. Callmate does not warrant that the Services or any outputs will meet the Customer's requirements, achieve any particular results, or be suitable for any specific use case.

9. Indemnities and limitation of liability

9.1 Customer indemnity. The Customer shall indemnify, defend, and hold harmless Callmate, its affiliates, and their respective officers, directors, shareholders, employees, and agents from and against any and all claims, demands, actions, investigations, proceedings, damages, losses, liabilities, fines, penalties, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) the Customer's or any authorised user's use of the Services in breach of the Agreement or applicable law; (b) the Customer's calling practices, including any breach of applicable marketing or electronic communications laws, failure to establish lawful basis or obtain required consents, failure to provide required notices or disclosures (including AI-use or call recording disclosures), failure to maintain or honour opt-outs and do-not-call lists, or use of misleading caller identification; (c) Customer Data, including any allegation that it infringes or misappropriates third-party rights; and (d) any fraud, phishing, impersonation, harassment, or other unlawful or harmful activity conducted by the Customer using the Services.

9.2 Callmate IP indemnity. Callmate shall indemnify and defend the Customer against any third-party claim alleging that the unmodified Services, as provided by Callmate and used in accordance with the Agreement, infringe any UK registered patent, UK registered trade mark, EU trade mark, or copyright (an "IP Claim"), and shall pay any damages finally awarded (or agreed in a settlement approved by Callmate). This indemnity does not apply to claims arising from: (a) Customer Data or materials provided by the Customer or third parties at the Customer's direction; (b) use of the Services in breach of the Agreement or applicable law; (c) modification of the Services not made by Callmate; (d) combination of the Services with items not provided by Callmate (including the Customer's telephony/SIP provider) where the claim would not have arisen but for such combination; or (e) use of any beta or preview feature. If the Services become, or are likely to become, the subject of an IP Claim, Callmate may, at its option: (i) procure the right for the Customer to continue using the Services; (ii) modify or replace the Services so they become non-infringing without materially reducing core functionality; or (iii) terminate the affected Services and refund any prepaid, unused fees for the terminated portion. This section states the Customer's sole and exclusive remedy and Callmate's entire liability for any IP Claim.

9.3 Exclusions. To the maximum extent permitted by law, neither party shall be liable to the other for any indirect or consequential loss or damage, or for any loss of profits, revenue, business, contracts, goodwill, anticipated savings, opportunity, or data, whether arising in contract, tort (including negligence), misrepresentation, restitution, breach of statutory duty, or otherwise, and whether or not such loss was foreseeable. Nothing in the Agreement limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be limited or excluded.

9.4 Liability cap. Each party's aggregate liability arising out of or in connection with the Agreement (whether in contract, tort, misrepresentation, restitution, breach of statutory duty, or otherwise) shall not exceed the total fees paid and payable by the Customer to Callmate under the Order Form(s) giving rise to the claim in the twelve (12) months immediately preceding the event giving rise to the claim. Where the Customer uses any beta features or free-of-charge Services, Callmate's total aggregate liability arising out of or in connection with such beta features or free Services shall be limited to £100 (or the minimum amount permitted by law if higher).

10. Term and termination

10.1 Term. The Agreement commences on the effective date set out in the applicable Order Form and continues until all Order Forms have expired or been terminated in accordance with the Agreement. Unless an Order Form states otherwise, subscriptions are monthly with auto-renewal for successive monthly terms unless either party gives 30 days' notice of termination before renewal.

10.2 Termination. The Customer may terminate the Agreement for convenience within thirty (30) days after the effective date by written notice, with a full refund of subscription fees paid. Either party may terminate by written notice if the other materially breaches and fails to cure within thirty (30) days after notice, or within ten (10) days in the case of non-payment of undisputed fees. Callmate may terminate immediately by written notice where it reasonably believes the Customer's use creates significant legal, regulatory, security, operational, or reputational risk, or involves fraud, phishing, impersonation, or other harmful or abusive activity.

10.3 Effect of termination. Upon termination or expiry, the Customer's access to the Services shall cease, the Customer shall promptly pay all outstanding undisputed fees accrued to the termination date, and Customer Data shall be returned or deleted in accordance with the DPA.

11. General

11.1 Sanctions and export controls. The Customer represents and undertakes on a continuing basis that neither it nor its affiliates is subject to UK, EU, or US sanctions or export restrictions or owned or controlled by a restricted party, shall not permit access to or use of the Services in breach of applicable sanctions or export control laws, and shall promptly notify Callmate of any change affecting this compliance. Callmate may immediately suspend or terminate the Services without liability where it reasonably believes the Customer's use breaches or exposes Callmate to sanctions or export-control risk.

11.2 Force majeure. Neither party shall be liable for delay or failure in performing its obligations (other than payment obligations) due to events beyond its reasonable control, provided that the affected party promptly notifies the other and uses reasonable endeavours to mitigate.

11.3 Assignment and subcontracting. The Customer may not assign the Agreement without Callmate's prior written consent. Callmate may assign the Agreement in connection with a merger, acquisition, reorganisation, or sale of substantially all of its assets, and may use subcontractors and subprocessors to provide the Services, subject to the DPA where applicable.

11.4 Notices. Notices shall be in writing and delivered by email or recorded post to the addresses set out in the applicable Order Form. Email notices are deemed received on the next business day after sending unless a delivery failure is received.

11.5 Governing law and dispute resolution. The Agreement and any dispute or claim arising out of or in connection with it (including non-contractual disputes) are governed by the laws of England and Wales. Any dispute arising out of or in connection with the Agreement shall be finally resolved by arbitration under the LCIA Arbitration Rules, which are deemed incorporated by reference. The seat of arbitration shall be London, England; the language shall be English; the tribunal shall consist of one arbitrator; and the parties agree that the arbitration shall, to the maximum extent permitted and as directed by the tribunal, be conducted on an online/remote basis without any requirement for in-person hearings unless the tribunal determines otherwise.

[NOTE TO REVIEW: This arbitration clause is carried over from your MSA and applies to the Services/Customer relationship. For disputes with general Site visitors who never become customers, you may also want a simpler "courts of England and Wales" clause. Confirm the split with your lawyer.]

11.6 Entire agreement; severability; survival. The Agreement constitutes the entire agreement between the parties in relation to its subject matter and supersedes all prior understandings. If any provision is held invalid or unenforceable, the remaining provisions remain in full force. Provisions which by their nature are intended to survive termination shall survive, including Section 5 (Intellectual Property), Section 7 (Confidentiality), Section 9 (Indemnities and Limitation of Liability), Section 11.5 (Governing Law and Dispute Resolution), and any accrued payment obligations.

12. Use of the Site (general visitors)

If you use the Site without becoming a customer, you agree to use it only for lawful purposes; not to attempt unauthorised access, introduce malware, or scrape or copy its content except as permitted; and that the Site and its content are provided "as is". Any demos, samples, or trial materials on the Site are illustrative only and provided for evaluation. Our handling of your personal data is described in our Privacy Policy.

Contact

Callmate Ltd 128 City Road, London, EC1V 2NX, United Kingdom Email: dennis@callmate.io