Terms of Service

Last updated: 24 July 2026 · TradeMason Front Desk

These terms apply to TradeMason Front Desk, an AI telephone receptionist and customer follow-up service for UK trade businesses. By creating an account, choosing a plan or using the service, you agree to these terms.

1. The service

Front Desk can answer telephone or browser-voice conversations, collect trade-specific enquiry details, prepare summaries and structured handovers, send permitted continuation messages, route calls and support owner-approved service follow-up such as requested callbacks or outstanding-quote conversations. Available capabilities depend on your plan and the channels connected to your account.

2. AI receptionists and human decisions

Important: Front Desk uses artificial intelligence. It can misunderstand a caller, a name, a measurement or the context of a job. You must review important information before relying on it. Variable pricing, final scope, attendance, availability, safety-critical advice and contractual commitments remain the responsibility of your business unless you have explicitly configured an approved fixed response.

You control the business information, greeting, questions, escalation rules and permitted actions supplied to your receptionist. You are responsible for keeping those instructions accurate and for ensuring a suitable person handles matters that require professional judgement.

3. Telephone numbers, transfers and availability

You may connect a new number or arrange forwarding from an existing number. Telephone and messaging services depend on communications providers and internet services outside our direct control. We do not guarantee that every call will connect, transfer, transcribe or complete successfully. Outbound calls must use a valid, diallable number that identifies the calling business.

4. Outbound calls and customer contact

You may use supported outbound features only for lawful purposes and in accordance with the permissions and rules applying to your business. You are responsible for the lawful basis for each contact, any required consent, Telephone Preference Service or Corporate TPS screening where applicable, your own do-not-contact list, appropriate call times and any information or disclosures required during the call.

TradeMason may apply safety controls, attempt limits, quiet hours, consent checks or suppression rules and may block an outbound action where the required evidence is missing. Cold autonomous calling campaigns are not part of the standard Front Desk service.

5. Call recordings, transcripts and summaries

Where recording or transcription is enabled, you must make sure callers and relevant workers receive appropriate information and that your use, retention and access arrangements comply with data protection and communications law. Front Desk may store call metadata, transcripts, summaries or recordings according to the configuration shown in your account. Do not collect information you do not need.

6. Your account and customer data

You must provide accurate account and business information and keep sign-in credentials secure.
You are responsible for activity under your account and for the people authorised to use it.
You must have a lawful basis for customer information processed through Front Desk.
You must not use Front Desk for unlawful, deceptive, abusive, discriminatory or harmful activity.

You retain ownership of the business and customer data you provide. Our handling of personal information is described in the Privacy Policy.

7. Plans, allowances and payment

Current plan names, prices, included voice minutes, receptionist roles, numbers, concurrency and channel allowances are shown before purchase. Prices are per business in GBP. VAT is added where legally applicable. A subscription renews for the billing period selected at checkout until it is cancelled.

Included usage resets according to the plan period. We will show any additional usage price or upgrade requirement before charging it. You can manage payment details, invoices and cancellation through the secure billing portal when billing is active. Cancellation stops future renewals; refunds for part-used periods are not normally provided except where required by law.

We will give reasonable notice of material pricing or plan changes. A price change does not authorise us to charge a different amount without the notice and consent required by applicable law and the payment arrangement.

8. Acceptable use and service protection

You must not attempt to access another organisation’s data, evade usage limits, interfere with call routing, impersonate another business, conceal the identity of an outbound caller, upload unlawful material or use Front Desk to harass people. We may pause calls, messaging or an account to protect callers, customers, the service or other users.

9. Availability and liability

The service is provided on an “as is” and “as available” basis. We aim for reliable operation but do not guarantee uninterrupted access or error-free AI output. To the fullest extent permitted by law, TradeMason is not liable for indirect loss, loss of profit, loss of business or decisions made without appropriate human review. Nothing in these terms excludes liability that cannot lawfully be excluded.

10. Ending the agreement

You may cancel your subscription and stop using the service. You may request export or deletion of your data subject to legal, security and accounting retention requirements. We may suspend or end access for serious or repeated breaches and will explain the reason where appropriate.

11. Changes and contact

We may update these terms as Front Desk develops. We will update the date above and give account holders appropriate notice of material changes. Questions can be submitted through Support.

These terms are written in plain English. They should be reviewed by a suitably qualified UK legal adviser before broad paid launch and do not constitute legal advice to subscribers.