Terms of service

Last updated: 24 May 2026

These Terms of Service ("Terms") govern your use of the EdgeAudit voice receptionist service and the edgeaudit.app website (the "Service"), operated as a UK sole trader based in the North-West of Northern Ireland. By signing up you agree to these Terms.

1. What we provide

EdgeAudit configures, deploys and maintains an AI voice assistant that answers calls to your business according to instructions you provide during setup. Depending on your package, this may also include SMS follow-up, missed-call rescue, and weekly statistical ROI reports. Where confirmed feasible on your discovery call, we can also set up integration with your booking system. (WhatsApp follow-up is on the roadmap and not yet available.)

2. What we don't provide

• Replacement for human judgement on complex, legal, medical, or otherwise sensitive calls. The assistant is configured to escalate these to you.
• Guaranteed call answering during major outages of underlying carriers (Twilio) or AI providers (Google, Deepgram). We monitor these and route around incidents where possible.
• A guaranteed service level on the backup/failover system. If our main system is interrupted, calls automatically reroute to an independent backup we operate. This backup is a safety net provided on a best-effort basis — it depends on third-party networks (telephone carrier, internet and AI providers) being available, may take a few seconds to engage, and is not covered by any uptime guarantee or SLA. It is an enhancement to, not a replacement for, your own contingency planning.
• Coverage for content outside the assistant's configured scope. If your business introduces new services, you tell us and we update it.

3. Pricing and billing

• Subscriptions are billed monthly in GBP via Stripe. Annual billing receives a 15% discount and is billed in a single payment up-front.
• Setup fees (£150) are billed once at the start of service and are non-refundable, except where waived for annual prepayment (see the pricing page). Discretionary discounts or waivers may be offered to early customers on a case-by-case basis.
• Price-lock commitment: Your monthly price is locked for the first 12 months from contract start. Any price adjustment after that period will be communicated in writing at least 90 days in advance and you may cancel without penalty if you do not wish to continue at the new price.
• Technology adaptation: We continuously evaluate the voice AI tooling we use. Where we adopt cheaper or more efficient providers that reduce our cost-to-serve, we commit to passing the proportionate savings back to existing customers rather than retaining them as additional margin.
• VAT: EdgeAudit is not currently VAT-registered (turnover below the UK £90,000 threshold). No VAT is added to invoices at present. Should we cross the threshold and register for VAT in future, we will give existing customers written notice at least 30 days before any VAT charge is added to invoices.
• Monthly call caps are listed in your package; calls exceeding the cap are billed at the per-call overage rate listed on the pricing page.

4. Cancellation

• Monthly subscriptions are 30-day rolling. Cancel any time; service continues until the end of the paid period.
• Annual subscriptions are non-refundable after the first 30 days. Within the first 30 days, you can convert to monthly billing and receive a refund of the difference.

5. Acceptable use

You agree not to:

• Use the Service for illegal activities, fraud or harassment.
• Configure the assistant to misrepresent who or what it is in ways that violate UK law. How the assistant describes itself when asked is agreed with each client at onboarding, in line with the disclosure expectations for your sector and applicable law.
• Reverse-engineer, scrape or attempt to access the underlying platforms outside of the service we provide.

6. Support and availability (good-faith targets, not guarantees)

• We run hot-standby infrastructure and uptime monitoring and aim to keep the service available at all times, but we do not guarantee a specific uptime level. Maintenance is announced in advance where possible; force-majeure events are excluded.
• We aim to respond to support requests within 24 hours (Starter), the same business day (Pro), or via a dedicated contact (Enterprise).
• We aim to acknowledge critical incidents (assistant fully offline) within 1 hour during UK business hours.

7. Liability

Our maximum liability to you for any claim arising from the Service is limited to the total fees you've paid us in the 12 months preceding the claim. We're not liable for indirect or consequential losses including lost profits, lost data or reputational harm.

8. Data protection

How we handle data is set out in our Privacy Policy. A Data Processing Agreement (DPA) is available on request for all clients and is required for clients in healthcare, legal and financial services.

9. Changes to terms

We may update these Terms as the service evolves. Material changes will be emailed to active customers at least 30 days before they take effect. If you don't agree to the changes, you can cancel within that window.

10. Governing law

These Terms are governed by the laws of Northern Ireland. Disputes go to the courts of Northern Ireland.

11. Contact

Questions: hello@edgeaudit.app.