Terms of Service

Canduit provides a telephone number that answers calls automatically. It plays a greeting you write, offers callers a keypad menu you configure, plays back answers you have supplied, sends text messages to callers, records and transcribes calls, produces written summaries of them, and makes all of this available to you by email and in a web dashboard.

It is software. It is not a person, not a call centre, and not a substitute for a member of staff. It answers with the information you give it and nothing else.

The service is provided for use by a business or sole trader in the course of that business. You must be at least 18 and authorised to act for the business you are signing up. You are responsible for everything done under your account, including by your staff.

Canduit cannot be used to contact the emergency services and must never be relied on in an emergency.

The service cannot dial 999, 112 or any emergency number, cannot transfer a caller to the emergency services, and cannot guarantee that any person will see a message in any particular timeframe — or at all. Do not publish a Canduit number as the contact point for any urgent, medical, safeguarding or safety-critical purpose, and do not use it as the only means of contacting your business where a delayed response could cause harm. You are responsible for making a separate, monitored, human-answered route available for anything of that kind.

Automated speech recognition, transcription and summarisation are imperfect. Calls may be misheard, transcripts may contain errors, summaries may omit or misstate what was said, and the service may fail to answer a question it appears equipped to answer.

Transcripts and summaries are working aids, not records of fact. Do not rely on them as an accurate or complete account of a conversation, as evidence, or as the basis of a decision with legal, financial, medical or safety consequences without checking the underlying facts yourself.

The service answers using content you provide. We do not review, verify or endorse that content, and we are not responsible for a caller acting on an answer you configured — including a price, an availability, or a statement about your business that turns out to be wrong or out of date.

• Keeping your greeting, opening hours, prices and answers accurate and current.
• Telling callers that calls are recorded and transcribed. The default greeting includes a recording notice — if you edit the greeting, you must keep an equivalent notice in it.
• Having a lawful basis for the text messages sent on your behalf, and not using them for marketing to anyone who has not consented to receive it.
• Responding to your own callers. Messages taken by the service are delivered to you; acting on them is yours to do.
• Ensuring you are entitled to use, forward or port any telephone number you connect to the service.
• Keeping your account credentials secure.

You must not use the service:

• for anything unlawful, fraudulent, harassing, or deceptive;
• to impersonate another business or person, or in a way likely to mislead a caller about who they have reached;
• for unsolicited bulk messaging, autodialling, premium-rate revenue sharing, or any use that breaches telecoms or direct-marketing rules;
• to provide regulated advice (legal, medical, financial) through automated answers where doing so would breach a regulator's rules that apply to you;
• in a way that damages the service, circumvents its limits, or interferes with other customers.

We may suspend an account immediately where we reasonably believe this section has been breached, or where a carrier or regulator requires it.

The plan is Canduit Classic at £30 per month, billed in advance through Stripe, renewing automatically until cancelled. Prices are stated exclusive of VAT unless the checkout says otherwise; VAT is added where it applies.

You can cancel at any time from the billing section of your dashboard. Cancelling stops future renewals and takes effect at the end of the period you have already paid for. We do not give partial refunds for an unused part of a period except where the law requires it.

If a payment fails we will retry it and may notify you. If it stays unpaid, we may reduce the service to a basic answering message and then suspend it. Numbers on a suspended account may be reclaimed after 30 days, after which we may not be able to return the number to you.

We may change prices with at least 30 days' notice by email. If you do not want to continue at the new price, cancel before it takes effect.

A number allocated to you is provided under our arrangements with an underlying carrier and is subject to Ofcom numbering rules. While you are subscribed you have the right to use it and to port it away. You do not own it, and it cannot be transferred except by porting.

Numbers you port in remain yours to port back out. Porting timescales depend on the losing and gaining providers and are not something we control or guarantee.

We aim to keep the service running continuously but do not promise any level of uptime, and there is no service credit or SLA. The service depends on third-party telephony carriers, speech and language providers, hosting and network operators; an interruption at any of them can interrupt the service.

We may suspend the service for maintenance, security, or where required by a supplier or regulator, and we will try to give notice where it is practical to do so.

For the personal data of your callers, you are the controller and we are the processor: we handle that data to provide the service and on your instructions. For your own account data, we are the controller. What we collect, how long we keep it and who processes it are set out in our Privacy Policy, which forms part of these terms.

You are responsible for the lawfulness of the call handling you configure — including the recording notice in your greeting and your own privacy information to callers. If you need a written data processing agreement, contact us at [email protected].

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that, we are not liable for:

• business lost, work missed, customers not reached, or revenue not earned as a result of a call being missed, mishandled, misrouted, mistranscribed or misreported;
• loss of profit, goodwill, reputation, anticipated savings, or data, or any indirect or consequential loss;
• failures of underlying carriers, networks, or third-party providers outside our reasonable control;
• anything arising from your own content, configuration or misuse.

Our total liability arising out of or in connection with the service in any 12-month period is limited to the fees you paid us in the 12 months before the claim arose.

The service is provided "as is". To the extent permitted by law we exclude implied warranties of merchantability, fitness for a particular purpose, and that the service will be uninterrupted or error-free.

You will indemnify us against claims, losses and reasonable costs arising from your use of the service in breach of these terms, from the content you configure, or from your failure to give callers the notices required of you.

You may cancel at any time. We may end or suspend your account on reasonable notice, or immediately for a material breach, non-payment, or where required by law or a supplier.

After termination your call history remains available to export for 30 days, and is then deleted. See the Privacy Policy for the detail.

We may update these terms. For a change that materially affects you we will give at least 30 days' notice by email, and continuing to use the service after it takes effect means you accept it.

These terms are the entire agreement between us about the service. If a clause is found unenforceable the rest continues to apply. We may assign these terms to a successor of our business; you may not assign without our consent. No third party may enforce these terms.

These terms and any dispute under them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

[email protected]