Terms & Conditions

1. Definitions

"Charlie" means the AI-powered telephone receptionist service provided by Tradeline Connect Ltd.

"Subscription" means the monthly recurring plan selected by the Client — Core, Professional, or Premium Tradeline Connect.

"Forwarding Number" means the dedicated inbound telephone number provided by Tradeline Connect for call routing.

"Call Record" means the structured log, SMS confirmation and/or email notification generated following each inbound call handled by Charlie.

2. The service

We provide access to Charlie as described on our website and in the plan selected at signup.

Charlie answers calls forwarded to your Forwarding Number, subject to planned and unplanned maintenance.

Charlie's accuracy depends on caller responses and call audio quality. We do not guarantee 100% accuracy of every detail captured.

Call Records are sent to your registered email and mobile number. It's your responsibility to keep these up to date.

We may update or improve the service at any time, including adding features described as "in development" once ready.

3. Emergency call handling — important limitation

Charlie is designed to recognise emergencies described by a caller — configured to your trade, for example leaks, suspected gas, electrical faults, or loss of heating — and to log and dispatch them to your team.

Charlie is not a substitute for emergency services. Where a caller reports a suspected gas leak, Charlie instructs them to hang up and contact the National Gas Emergency Service on 0800 111 999 directly, ahead of any other action. Charlie does not, and cannot, guarantee response times from your team, and Tradeline Connect accepts no liability for the outcome of any emergency, including delays or non-response by your team.

4. Fees and payment

Subscription fees are billed monthly in advance by Direct Debit via GoCardless, at the rate for your selected plan (£99 / £199 / £349 per month as applicable).

A one-off setup fee of £149 applies on activation, billed once.

Prices shown are [VAT status to confirm].

We may change subscription pricing with at least 30 days' notice to existing clients.

5. Term and cancellation

Subscriptions run on a rolling monthly basis with [no minimum term — confirm]. You may cancel at any time by contacting charlie@tradelineconnect.co.uk; cancellation takes effect at the end of the current billing month, and the one-off setup fee is non-refundable.

6. Client obligations

You agree to provide accurate business information and keep your contact and diary details current, and to ensure calls are correctly forwarded to your Tradeline Connect number.

7. Liability

Except as set out in Clause 3, our total liability to you in respect of any claim arising from the service is limited to the fees paid by you in the three months preceding the claim.

We are not liable for indirect or consequential losses, including loss of business, profit, or missed jobs, except where caused by our negligence or breach of these terms.

Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraud.

8. Data protection

Where we process personal data on your behalf as part of the service, this is governed by our Data Processing Agreement, provided separately as a schedule to these terms.

9. Intellectual property

All software, branding and content used to deliver Charlie remain the property of Tradeline Connect Ltd. Nothing in these terms transfers ownership of our intellectual property to you.

10. Termination

We may suspend or terminate the service if fees remain unpaid after 14 days' notice, or if you breach these terms and fail to remedy the breach within a reasonable period.

11. Governing law

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

12. Contact us