Terms of service

Hey Maisie is supplied to businesses acting in the course of their trade or profession. It is not a consumer service, and the Consumer Contracts Regulations do not apply. By signing up you confirm you are agreeing on behalf of a business and have authority to do so. We offer our own 14-day money-back guarantee instead of a statutory cooling-off period.

• A virtual receptionist who answers calls on a number we provide, using answers we write from the information you give us.
• Setup and testing by a member of our team, at no extra cost, normally within one working day and always within 72 hours of sign-up.
• Text, WhatsApp and email summaries, recordings and transcripts, and a dashboard showing your calls.
• Appointment booking into a connected calendar and warm transfer of calls, on the Pro and Scale plans.
• Changes to what Maisie says, included on every plan.

Maisie is an automated receptionist. She does not give clinical, legal or financial advice, and she is not a substitute for an emergency service. You must not advertise the number as an emergency line, and you are responsible for the answers, prices and promises you ask us to give her.

• Starter: £99 a month or £990 a year, including 150 minutes a month.
• Pro: £249 a month or £2,490 a year, including 500 minutes a month.
• Scale: £449 a month or £4,490 a year, including 1,200 minutes a month.
• A minute means answered talk time — from the moment Maisie answers until the call ends, rounded to the nearest minute and totalled for the billing month. Ringing time is not counted, and a transferred call stops counting when you pick up.
• Minutes reset on your billing date and do not roll over. Minutes used beyond your allowance are charged at £0.35 per minute on your next invoice.
• We email you when you pass 80% of your allowance. We do not stop answering calls when an allowance runs out.
• You can change plan at any time. Upgrades take effect immediately and are pro-rated; downgrades take effect at your next billing date.

• We collect your card details at sign-up and take no payment at that point.
• Your subscription starts, and your first payment is taken, on the day we mark your receptionist ready — after she has been built, tested and demonstrated to you. That is normally within 24 hours and always within 72 hours of sign-up.
• After that you are billed monthly or annually on that date, in advance, plus any overage from the previous period.
• Prices exclude VAT, which is added at the prevailing rate where applicable.
• If a payment fails we will retry and email you. If it remains unpaid we may suspend the service after notice; your number and call records are kept for 30 days from suspension.

If Maisie is not right for your business, tell us within 14 days of the date she went live and we will refund the payment you made in full — monthly or annual. The guarantee applies once per business. It does not cover overage charges already incurred, and it does not apply where the service has been used in breach of our fair use policy.

• There is no minimum term and no notice period. Cancel from your dashboard or by emailing us.
• Cancellation takes effect at the end of the period you have paid for. We do not pro-rate part-months outside the guarantee period.
• Any overage incurred before cancellation is invoiced as normal.
• On cancellation you should remove the divert from your own number. The Maisie number is ours and is released 30 days after cancellation; it cannot be ported to you.
• We can end this agreement on 30 days' notice, or immediately for a serious or repeated breach, non-payment, or unlawful use.

• Give us accurate information about your business, and keep your prices, hours and services up to date so Maisie does not mislead a caller.
• Set up the divert on your own line, and make sure you are entitled to divert that number.
• Include call recording in your own privacy information, and comply with data protection law as controller of your callers' data.
• Keep your account credentials secure and tell us promptly about any unauthorised access.
• Use the service in line with our fair use policy.

You must not use Hey Maisie for unlawful, misleading, harassing or high-volume outbound calling, to run a call centre or answering service for other businesses, to resell the service, or in any way that breaches telecoms rules or PECR. Our fair use policy forms part of these terms.

We aim for continuous availability but do not guarantee uninterrupted service; calls depend on telephone networks and third-party providers outside our control. Support is by email, Monday to Friday, 9am to 6pm UK time, with priority for Scale customers. Decide whether to offer a contractual uptime commitment or service credits, and word it here.

You are the controller and we are the processor for calls Maisie answers on your behalf. Our privacy notice sets out the sub-processors we use, our retention periods and our security measures, and together with these terms forms our data processing agreement. Consider a separate, signable DPA document with Article 28 clauses and the sub-processor list as an annex.

We own the platform, the Maisie voice configuration and everything we build to deliver the service. You own your business information, your call recordings and your customer data, and you grant us the licence we need to provide the service. You may not copy, resell or reverse engineer the platform.

We do not exclude liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded. Otherwise we are not liable for lost profits, lost business, lost bookings or indirect loss, and our total liability in any twelve-month period is limited to the fees you paid us in that period. Confirm the liability cap and exclusions are appropriate and enforceable for a UK B2B SaaS contract.

We may update these terms and will email customers at least 30 days before a material change. Prices for your current plan are held for your current billing period; we give at least 30 days’ notice of any price increase, and you can cancel before it takes effect.

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.