Fair use policy

• A plan covers a single business and the numbers listed on it — one number on Starter and Pro, up to three on Scale.
• You may not share, sublicense or resell the service, or present Maisie as your own product to other businesses.
• You may not operate Maisie as a shared answering service, call centre or overflow desk taking calls for third parties.
• Agencies and franchise groups are welcome, but each trading business needs its own plan. Email us and we will sort a sensible arrangement.

• Inbound calls from your own customers and enquirers, answered on your Maisie number.
• Minutes beyond your allowance are billed at £0.35 a minute. That is not a penalty — but if you are consistently over, we will suggest a plan that costs you less.
• Outbound marketing calls, cold calling, automated campaigns, surveys and bulk dialling are not permitted, on any plan.
• Test calls are fine and are not something we count against you in normal use.

• Anything unlawful, fraudulent or deliberately misleading, including impersonating another business or a public body.
• Harassing, abusive or nuisance calling, or any use that breaches PECR, Ofcom rules or the Telephone Preference Service.
• Advertising the Maisie number as an emergency, medical, crisis or safety-of-life line.
• Asking Maisie to give clinical, legal or financial advice, or to take payment card details over the phone.
• Attempting to overload, probe or reverse engineer the platform, or to extract another customer's data.

Numbers are provided for genuine human calls. Where we see machine-generated traffic, repeated very short calls, revenue-share dialling patterns or evidence of telecoms fraud, we may block the source, suspend the number and charge the carrier costs incurred.

• In almost every case we email you first and give you a fortnight to sort it out.
• For a clear or repeated breach — resale, call-centre use, unlawful calling or fraud — we may suspend or end the service immediately, as our terms allow.
• Suspension for a fair-use breach does not entitle you to a refund under the 14-day guarantee.

Confirm the carrier cost pass-through wording and any Ofcom obligations for handling suspected telecoms fraud.

Questions, or an unusual use case you would like cleared first? Email hello@heymaisie.com.