Terms and Conditions

These terms have two parts and two annexes:

• Part A: Customer Terms. These apply to businesses that use the Deflectly service.
• Part B: Website Terms of Use. These apply to everyone who visits deflectly.com.
• Annex 1: Data Processing Terms. These form part of the Customer Terms.
• Annex 2: Suggested wording for your callers. This is guidance, not part of the contract.

Deflectly is a trading name of SUPERVISIA LTD, a company registered in England and Wales (company number 17018774), registered office 167–169 Great Portland Street, 5th Floor, London, W1W 5PF. Contact: support@deflectly.com.

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Part A: Customer Terms

1. About these terms

1.1 These terms form the contract between SUPERVISIA LTD, trading as Deflectly ("we", "us", "our") and the business that signs up for Deflectly ("you", "your").

1.2 Deflectly is for businesses only. By signing up you confirm that you are acting for the purposes of your trade, business or profession, and not as a consumer.

1.3 You accept these terms when you tick the box to agree to them on our sign-up page, or confirm in writing (email is fine) that you want to start the free trial or the service, or first divert calls to Deflectly, whichever happens first. If you accept on behalf of a business, you confirm you are authorised to do so.

1.4 If anything in these terms conflicts with something we have agreed with you in writing for your business specifically (for example in your setup confirmation email), the specific written agreement wins.

2. Words with special meanings

• "Service": the Deflectly service described in clause 3.
• "Deflectly number": the phone number we provide for your business, to which your calls are diverted.
• "Caller": anyone who calls or texts your business and is answered by the Service.
• "Enquiry": a call or text conversation answered by the Service in which a caller tells the assistant who they are and what they need. Repeat calls from the same caller about the same matter within 7 days count as one Enquiry. Calls that are silent, abandoned within the first few seconds, wrong numbers, spam or sales calls to you are not counted.
• "Booking calendar": the calendar the Service uses to find free times and book appointments for you. At present this is a Cal.com calendar that we set up and manage for you.
• "Settings": the information you give us about your business so the Service can work: your services, opening hours, booking rules, how you want callers greeted, and who receives alerts.
• "Month": each monthly billing period, starting on the day your paid subscription starts.

3. What the Service does, and what it doesn't

3.1 What it does. When you can't answer, calls to your business are diverted to your Deflectly number and our AI voice assistant answers. The assistant:

• (a) tells the caller at the start that it is an AI assistant;
• (b) finds out who is calling, their phone number, what they need and, where relevant, their business or location;
• (c) where the enquiry is one you have told us can be booked, offers free times from your booking calendar and books the appointment;
• (d) texts the caller a confirmation of any booking and, before it, a reminder;
• (e) texts you an alert with the caller's details and a summary; and
• (f) if a call can't be handled by voice, or a caller texts, carries on the conversation by text message.

3.2 What it doesn't do. Please read this carefully, so you know what to expect:

• (a) It can't transfer calls to you or anyone else. It is not a switchboard.
• (b) It is an AI. It always says so. It can mishear, misunderstand or get things wrong, like any assistant. Please check alerts and bookings, and contact callers yourself where it matters.
• (c) It only books what you tell us is bookable, within your Settings. Anything else, it takes the details so you can follow up.
• (d) It doesn't give advice, quotes or prices unless you have given us approved wording for it to use.
• (e) It is not an emergency service. It must not be relied on for urgent safety, health or emergency matters. Callers in an emergency should call 999.
• (f) It doesn't make outbound calls and it doesn't send marketing messages.

3.3 No dashboard. You don't need to log in or configure anything. We set the Service up for you from your Settings, and make changes when you ask us by email.

3.4 We may improve or change how the Service works (for example, changing a supplier or the voice it uses), as long as the change doesn't materially reduce what is described in clause 3.1. If a change would materially reduce it, we will give you at least 30 days' notice by email, and you may cancel before it takes effect.

4. Getting started

4.1 We will agree your Settings with you on a setup call, by email or through our online setup form, and set up your Deflectly number and booking calendar. Your Deflectly number goes live only after we have checked your Settings with you.

4.2 Call divert. You set up your phone line to divert calls to your Deflectly number (for example, when you don't answer, are busy or are out of hours). We will explain how, but your phone provider controls the divert, and any charges your phone provider makes for diverted calls are yours to pay.

4.3 The Deflectly number belongs to us. When the contract ends you can't take it with you, and you should switch your divert off.

5. Free trial

5.1 Your first period with Deflectly is free. The free trial lasts until the Service has caught 20 Enquiries for your business, or for 90 days from when the trial starts, whichever comes first.

5.2 When the free trial ends, we will tell you by email. Your paid subscription starts only if you confirm, in writing (email is fine), that you want to carry on. It never starts automatically.

5.3 If the trial ends without your paid subscription starting, you owe us nothing and the Service stops. You should then switch your divert off.

5.4 We offer one free trial per business. Clauses 9 to 18 and Annex 1 apply during the free trial as well.

6. Fees and payment

6.1 The price. The Service costs £99 per Month, which includes up to 100 Enquiries in that Month. There is one plan. Answering calls and handling text messages are both included. No VAT is charged.

6.2 Invoices. We will invoice you monthly in advance, at the start of each Month. Please pay by bank transfer within 14 days of the invoice date.

6.3 Late payment. If you don't pay on time, we may charge interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, and we may suspend the Service under clause 12.

6.4 Price changes. We may change the price by giving you at least 30 days' notice by email. If you don't want to pay the new price, you can cancel before it takes effect.

7. If you regularly get more than 100 Enquiries

7.1 We don't meter calls or charge per call, and there is no automatic extra charge if a Month goes over 100 Enquiries.

7.2 If you get more than 100 Enquiries in each of two Months in a row, we will contact you to talk about what happens next, which may be a different price. If we can't agree, either of us may end the contract by giving at least 30 days' notice by email, and the Service carries on at the normal price until then.

8. How long the contract lasts, and cancelling

8.1 No long tie-in. After the free trial, your subscription runs month by month until you or we end it.

8.2 You can cancel at any time by emailing support@deflectly.com. Cancellation takes effect at the end of the Month in which you cancel. You won't be charged for later Months. We don't refund part-Months.

8.3 We can end the contract by giving you at least 30 days' notice by email, for any reason. If we do, we will refund any fees you have paid for the period after the contract ends.

8.4 Either of us can end the contract straight away by email if the other:

• (a) seriously breaks these terms and, if it can be put right, doesn't put it right within 14 days of being asked to; or
• (b) becomes insolvent, enters administration or liquidation, or stops trading.

9. Your responsibilities

You agree to:

• (a) use the Service lawfully, and in line with the acceptable use rules in clause 10;
• (b) tell your callers about the Service. This includes telling them, in your own privacy notice, that calls may be answered by an AI assistant and are recorded and transcribed, and giving them any other information the law requires. Annex 2 has suggested wording;
• (c) give us accurate, up-to-date Settings, including your services, opening hours, which enquiries can be booked, and who should receive alerts, and tell us promptly when they change;
• (d) keep your booking calendar accurate: if you agree to block times or take bookings outside the Service, let us know so the calendar reflects when you are actually free;
• (e) set up and maintain your call divert and keep your phone line active;
• (f) follow up the enquiries and bookings the Service passes to you, and contact callers where an appointment needs to change;
• (g) tell us if your business is in a sector where callers are likely to share sensitive information (for example health or care), so we can agree whether extra measures are needed before you start; and
• (h) have authority to give us the information in your Settings, including staff contact details for alerts.

10. Acceptable use

You must not use the Service, or allow it to be used:

• (a) for anything unlawful, fraudulent or harmful, or in breach of anyone else's rights;
• (b) to mislead callers, including asking us to make the assistant pretend to be a human;
• (c) for emergency, safety-critical or crisis services;
• (d) to send marketing messages, or to contact people who have not contacted you;
• (e) to collect payment card details or other financial details over the phone;
• (f) in a way that deliberately overloads, disrupts, tests the security of, or reverse-engineers the Service; or
• (g) to resell the Service to others without our written agreement.

11. Availability and support

11.1 We work hard to keep the Service running at all times, but we can't guarantee that every call will be answered or that the Service will be uninterrupted or error-free. The Service depends on phone networks, your phone provider's divert, and our suppliers' systems, which are outside our control.

11.2 If the voice assistant can't take a call, the Service is designed to text the caller where it can, but this is not guaranteed either.

11.3 We may need to pause the Service briefly for maintenance or urgent fixes. Where we can, we will do this at quiet times and tell you in advance.

11.4 Support is by email at support@deflectly.com. We aim to reply within one working day.

11.5 To protect against abuse we apply automatic limits (for example on bookings and texts per phone number per day, and a 10-minute limit per call). Occasionally these may affect a genuine caller.

12. Suspension

12.1 We may suspend all or part of the Service if:

• (a) you haven't paid an invoice within 14 days of its due date, after we have reminded you by email;
• (b) we reasonably believe the Service is being used in breach of clause 10, or in a way that could harm callers, us or our suppliers; or
• (c) we must, to comply with the law or a regulator, or to deal with a security incident.

12.2 Where we reasonably can, we will warn you before suspending, explain why, and restore the Service as soon as the reason has gone.

13. Intellectual property

13.1 We (and our licensors) own the Service, including the software, prompts, scripts, voice set-up and know-how behind it. Nothing in these terms transfers that ownership to you.

13.2 You own your business information, your Settings and your records of enquiries and bookings. You give us permission to use them only to provide and support the Service for you.

13.3 If you send us ideas or feedback about the Service, we may use them freely.

14. Confidentiality

14.1 Each of us will keep the other's confidential information confidential, and use it only for the purposes of this contract. Confidential information includes your Settings, your callers' details and our pricing and technical information that isn't public.

14.2 This doesn't apply to information that is already public (other than through a breach of this clause), that the receiver already had or developed independently, or that must be disclosed by law or a regulator.

14.3 This clause continues after the contract ends.

15. Data protection

15.1 For your callers' personal data, you are the controller and we are your processor. Annex 1 (Data Processing Terms) forms part of these terms and sets out how we handle that data.

15.2 For your own account, billing and contact data, we are the controller, and our Privacy Policy at deflectly.com/privacy applies.

16. Liability

16.1 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that the law does not allow to be limited or excluded.

16.2 Subject to clause 16.1, neither of us is liable to the other for:

• (a) loss of profits, revenue, business, contracts, goodwill or anticipated savings; or
• (b) any indirect or consequential loss,

in each case however it arises, including from a missed call, a missed or wrongly booked appointment, or a lost enquiry.

16.3 Subject to clause 16.1, our total liability to you under or in connection with this contract, in any 12-month period, is limited to the greater of: (a) the total fees you paid us in the 12 months before the event that gave rise to the claim; and (b) £500.

16.4 Except as set out in these terms, all terms implied by law are excluded to the fullest extent the law allows.

17. When the contract ends

When the contract ends for any reason:

• (a) the Service stops, and you should switch off your call divert;
• (b) you must pay any invoices due for the period before the end;
• (c) we will delete or return your callers' data as set out in Annex 1; and
• (d) clauses 13, 14, 16, 17, 19 and 20, and Annex 1 for as long as we hold any of your callers' data, continue to apply.

18. Changes to these terms

18.1 We may update these terms from time to time, for example to reflect changes in the law or in the Service.

18.2 If a change materially affects you, we will tell you by email at least 30 days before it takes effect. If you don't agree with the change, you can cancel before it takes effect, and the old terms will apply until your cancellation takes effect.

18.3 Other changes take effect when we publish them on deflectly.com/terms.

19. General

19.1 Entire agreement. These terms (including the annexes) and any specific written agreement under clause 1.4 are the whole agreement between us about the Service. Neither of us is relying on any statement not set out in them. This doesn't limit liability for fraud.

19.2 Events outside our control. Neither of us is responsible for delay or failure caused by events outside our reasonable control, such as failures of phone networks, power or internet, or our suppliers' outages that we couldn't reasonably prevent. This doesn't affect your obligation to pay for the Service you have received.

19.3 Transfer. You may not transfer this contract to anyone else without our written agreement. We may transfer it to another business that takes over Deflectly, and we will tell you if we do.

19.4 Notices. Notices under these terms must be in writing. Email is fine: to us at support@deflectly.com, and to you at the email address you gave us at sign-up (or a new one you tell us about).

19.5 No third-party rights. Only you and we have rights under this contract. No one else, including your callers, can enforce it under the Contracts (Rights of Third Parties) Act 1999.

19.6 Severability. If a court decides that part of these terms can't be enforced, the rest still applies.

19.7 No waiver. If either of us delays in enforcing a right, we can still enforce it later.

20. Governing law and courts

These terms, and any dispute about them (including non-contractual disputes), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

21. Founding clients

21.1 If we agree in writing that you are a founding client, you pay the reduced price we agree with you instead of the price in clause 6.1, for the period we agree.

21.2 In return, you agree that we may measure how the Service performs for your business and publish the results. We will only publish anonymous, aggregated figures (for example, how many enquiries were answered or booked) unless you agree in writing that we may name your business. We will never publish callers' names, numbers, recordings or transcripts, or anything that could identify a caller.

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Part B: Website Terms of Use

These terms apply to everyone who uses deflectly.com (the "site"). By using the site you agree to them.

B1. Who we are. The site is run by SUPERVISIA LTD, trading as Deflectly (details at the top of this page).

B2. Information only. The site describes our Service in general terms. It isn't advice, and it isn't an offer that you can accept. Any figures on the site, including those produced by the calculator from numbers you type in, are illustrations and estimates, not promises. Only the Customer Terms in Part A form a contract.

B3. Using the site. You may view and print pages for your own use. You must not:

• misuse the site, or try to gain unauthorised access to it or to the systems behind it;
• introduce viruses or other harmful material; or
• copy or reuse the site's content or design for commercial purposes without our written permission.

B4. Calling our line. The phone number on the site is Deflectly's live business line. Calls are answered by our AI assistant and are recorded and transcribed, as explained in our Privacy Policy.

B5. Our content. We, or our licensors, own the site and its content.

B6. Links. Where the site links to other websites (such as our booking page, provided by Cal.com), we aren't responsible for their content or how they handle your data.

B7. Availability. We don't guarantee that the site will always be available, uninterrupted or error-free, and we may change or remove it at any time.

B8. Liability. We aren't liable for any loss arising from your use of the site, or from relying on its content, except where the law doesn't allow us to exclude liability (including for death or personal injury caused by negligence, or for fraud). This doesn't affect any rights you have as a consumer.

B9. Privacy. Our Privacy Policy at deflectly.com/privacy explains how we use personal data. The site uses no tracking cookies.

B10. Law. These website terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

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Annex 1: Data Processing Terms

This annex forms part of the Customer Terms in Part A. It is the contract required by Article 28 of the UK GDPR between you (the controller) and us (the processor).

1. Definitions and roles

1.1 In this annex:

• "Data Protection Laws" means the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, as amended from time to time.
• "Customer Personal Data" means personal data we process on your behalf in providing the Service.
• "controller", "processor", "personal data", "processing", "data subject" and "personal data breach" have the meanings given in the UK GDPR.

1.2 You are the controller, and we are your processor, of Customer Personal Data.

1.3 We are a controller (not your processor) for your account, billing and support data, and for data about people who contact Deflectly directly. That processing is covered by our Privacy Policy, not by this annex.

2. Details of the processing

3. Our obligations

We will:

• (a) Instructions. Process Customer Personal Data only on your documented instructions. Your instructions are these terms, your Settings, and your written requests (email is fine). By signing up you instruct us to answer calls with an AI assistant, record and transcribe them, and store the records as described in clause 2. The only exception is where the law requires otherwise, in which case we will tell you first, unless the law forbids that. We will tell you if we think an instruction breaks Data Protection Laws.
• (b) Confidentiality. Make sure anyone we authorise to process Customer Personal Data is bound by a duty of confidentiality.
• (c) Security. Take appropriate technical and organisational measures under Article 32 of the UK GDPR, including those in clause 6 of this annex.
• (d) Sub-processors. Use sub-processors only in line with clause 5 of this annex.
• (e) Data subject rights. Help you, by appropriate measures, to respond to requests from people exercising their rights. We will pass any request we receive to you without undue delay, and won't answer it ourselves unless you ask us to.
• (f) Helping you comply. Help you meet your obligations under Articles 32 to 36 of the UK GDPR (security, breach notification, data protection impact assessments and prior consultation with the ICO), taking into account the nature of the processing and the information available to us.
• (g) Deletion or return. At the end of the Service, delete or return Customer Personal Data as set out in clause 10 of this annex.
• (h) Information and audits. Make available the information needed to show we comply with Article 28, and allow and contribute to audits as set out in clause 9 of this annex.

4. Your obligations

You confirm that:

• (a) you have a lawful basis for the processing, and you have given your callers appropriate privacy information, including that an AI assistant may answer and that calls are recorded and transcribed (Annex 2 has suggested wording);
• (b) your instructions comply with Data Protection Laws; and
• (c) you have authority to give us the personal data in your Settings.

5. Sub-processors

5.1 You give us general authorisation to use the sub-processors listed in our Privacy Policy at deflectly.com/privacy#subprocessors. At the date of these terms, they are:

• Twilio (phone line and text messages, including the alerts we send you);
• ElevenLabs (AI voice assistant, call recording and transcripts) (ElevenLabs may use other model providers as its own sub-processors);
• Anthropic (AI text processing);
• Turso (database);
• Vercel (hosting);
• Cal.com (booking calendar);
• Cloudflare (email routing to our support address); and
• Google (Gmail mailbox for our support email).

5.2 We will give you at least 30 days' notice by email before we add or replace a sub-processor. If you object on reasonable data protection grounds within that period, we will discuss your objection in good faith. If we can't resolve it, you may end the affected Service without penalty.

5.3 We engage each sub-processor under its terms with us. We remain responsible to you for our sub-processors' performance.

6. Security measures

We will maintain at least the following measures:

• (a) Encryption in transit (TLS) for data moving between our service and our sub-processors.
• (b) No secondary use. We will not use Customer Personal Data to train or improve AI or machine-learning models, for advertising, or for sale to anyone.
• (c) Abuse controls. Per-call security tokens and rate limits on the booking tools.
• (d) Access control. Only people who need access have it, protected by strong passwords and multi-factor authentication where the provider supports it.

7. Personal data breaches

We will tell you without undue delay, and in any event within 72 hours, after becoming aware of a personal data breach affecting Customer Personal Data. Our notice will give you the information you need to meet your own obligation to report to the ICO where required. Where information isn't yet available, we will provide it in stages. We will take reasonable steps to contain the breach and reduce its effects.

8. International transfers

We will transfer Customer Personal Data outside the UK only where a lawful transfer safeguard applies. That means UK adequacy regulations (including the UK Extension to the EU-US Data Privacy Framework for certified US organisations), or the UK International Data Transfer Agreement or Addendum. The current details for each sub-processor are in our Privacy Policy.

9. Audits

9.1 On reasonable written request, and no more than once a year (unless there has been a breach or a regulator requires it), we will give you written answers and evidence (such as policies, sub-processor contracts and security summaries) to show we comply with this annex.

9.2 Where that is not enough to show compliance, you, or an independent auditor bound by confidentiality, may carry out a proportionate audit:

• on at least 30 days' notice;
• during business hours;
• remotely where possible; and
• at your cost, unless the audit finds a material breach by us.

We may rely on our sub-processors' own audit reports (for example SOC 2 reports) for their parts of the Service.

10. End of the Service: deletion or return

10.1 We keep Customer Personal Data only as long as we need it to provide the Service. We delete it when you ask, or at the end of the contract, subject to our sub-processors' own retention periods, unless the law requires us to keep it.

10.2 At the end of the contract, you may ask us to export your booking records and call transcripts in a common format (CSV or JSON) before we delete them. Copies in backups are deleted on our suppliers' normal backup cycle, and stay protected by this annex until then.

10.3 Our sub-processors keep data under their own terms. We will instruct them to delete Customer Personal Data where their service allows it.

11. Liability and precedence

This annex forms part of the Customer Terms, and the limits of liability in clause 16 of Part A apply to it. If this annex conflicts with Part A on a data protection matter, this annex wins.

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Annex 2: Suggested wording for your callers

This annex is guidance only and is not part of the contract. You are responsible for your own privacy notice. Adapt this wording to fit your business.

For your privacy notice:

When we can't answer the phone, our calls are answered by an AI assistant provided by Deflectly (SUPERVISIA LTD) on our behalf. The assistant tells you it is an AI. Calls it answers are recorded and transcribed, and the details you give are used to book your appointment or pass your enquiry to us, and to text you a confirmation and a reminder. Deflectly processes this information only on our instructions. We are responsible for it, and you can contact us about it at [your contact details].

For your website or voicemail greeting (optional):

If we can't pick up, our AI assistant will answer, take your details and book you in where it can. Calls it answers are recorded.