The short version. We provide an automated telephone assistant that answers calls your business doesn't pick up, takes details, and books jobs. It's a monthly subscription with a three-month minimum, then rolling with 30 days' notice. The assistant always tells callers it's automated. It is not an emergency service, and you stay responsible for the advice and work your business provides.
1. These terms
These terms govern use of the CatchEveryCall service, provided by Mercia Sales Engine Ltd (Company No. 16966606), registered office 139 Solihull Road, Solihull, West Midlands, B90 3HW ("we", "us"). Where you sign a separate written services agreement with us, that agreement takes precedence over these terms if the two conflict.
The service is provided to businesses only. It is not offered to consumers.
2. What the service does
You divert calls from your existing number to a number we provide, normally after a set number of rings so that you always have the first opportunity to answer. When a call reaches us, an automated assistant configured for your business answers, takes the caller's details, books an appointment where your diary allows, and sends confirmation and summary messages.
You keep your own phone number. You can stop diverting calls to us at any time by dialling a code with your network provider.
3. Honest disclosure — a condition of using the service
Our assistant identifies itself as an automated assistant, confirms it is not a human if asked directly, and tells callers the line is recorded. These behaviours cannot be turned off or configured away. If you require an assistant that claims to be a human being, we cannot provide the service to you, and we will end the contract if this is requested after signing.
4. Setting up
We build your assistant from your website and a setup call covering your services, coverage area, prices and diary. You are responsible for the accuracy of what you give us. We will test the assistant before it goes live, and we aim to have you live within 48 hours of the setup call, though that is a target rather than a guarantee.
You must review and approve your assistant's configuration — including any prices it is permitted to quote — before it starts answering calls, and tell us promptly when any of it changes.
5. Fees, term and cancellation
- Subscription fees are as set out in your order or on our pricing page, payable monthly in advance.
- A one-off setup fee applies unless waived in writing.
- The initial term is three months from your go-live date.
- After the initial term the contract continues monthly. Either of us may end it by giving 30 days' written notice, expiring at the end of a billing month.
- Fees already paid are not refundable except where we have failed to provide the service and cannot put it right.
- Call volumes shown against each plan are fair-use guidance, not hard caps. If your usage is persistently and substantially above your plan, we will discuss moving you to a suitable plan with at least 30 days' notice before any change takes effect.
- We may change prices on 30 days' written notice. If you don't accept a price increase, you may end the contract before it takes effect.
6. Your responsibilities
- Give us accurate information, and keep it current.
- Hold and maintain any licences, insurance and accreditations your trade requires. We do not verify these.
- Deal with the bookings and callbacks we pass to you. We take the details; we don't do the work.
- Tell your callers what they need to know about your own handling of their data — you are the data controller for calls made to your business.
- Use the service lawfully, including compliance with the Privacy and Electronic Communications Regulations. The service is for answering inbound calls; it must not be used for outbound marketing calls.
7. What the service is not
This is not an emergency service. Where a caller reports a gas leak, fire, injury or other emergency, the assistant directs them to the relevant emergency number and flags the call to you. It cannot attend, assess or resolve an emergency, and it must not be presented to your customers as an emergency line.
The assistant does not give professional, technical, medical or legal advice, and does not take payments. Any price it quotes is an estimate drawn from information you supplied, subject to your confirmation before work starts.
8. Availability
We aim for high availability but do not guarantee uninterrupted service. The service depends on third-party telephony, AI and network providers, and on your own call-diversion settings. We are not responsible for failures in your phone network, your diversion configuration, or events outside our reasonable control. Because you always retain your own number and answer first, an outage means calls behave as they did before you engaged us.
9. Accuracy
Automated speech recognition and language systems are not perfect. Details may occasionally be misheard, mis-transcribed or misclassified. We flag low-confidence calls for review and provide recordings and transcripts so you can check anything that matters. You should verify important details — particularly addresses, phone numbers and prices — before acting on them.
10. Data protection
For calls answered on your behalf, you are the data controller and we are your data processor. We process call data only on your documented instructions, on the terms set out in our Privacy Policy and in the data processing terms of your services agreement. Recordings and transcripts are deleted after 90 days by default.
11. Intellectual property
We own the platform, prompts, configurations and tooling that make up the service. You own your business information and your customer data. You may not copy, resell or reverse-engineer the service, or use it to build a competing product.
12. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be limited.
Subject to that, we are not liable for lost profits, lost business, lost bookings, loss of goodwill, or indirect or consequential loss. Our total liability arising in any 12-month period is limited to the fees you paid us in that period.
You are responsible for the work your business carries out, including any job booked through the service.
13. Suspension and termination
We may suspend or end the service immediately if fees are more than 14 days overdue, if the service is used unlawfully, or if you require the assistant to misrepresent itself as human. On termination we stop answering calls, you remove the diversion, and we delete call data in line with our retention periods.
14. Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
15. Contact
Questions about these terms: hello@catcheverycall.co.uk, or write to Mercia Sales Engine Ltd, 139 Solihull Road, Solihull, West Midlands, B90 3HW.