Terms of Service

1. Definitions

Business Support Buddy, BSB, we, our, us

Business Support Buddy, a UK-based business trading via businesssupportbuddy.com.

Site

The above website, sub-domains and associated online portals.

Services

AI phone employees/agents, AI Voice Agents, virtual telephone answering, inbound and outbound calling workflows, lead-generation, consulting and any optional add-ons we provide.

Deliverables

Outputs such as call handling, transcripts, prospect lists, scripts, reports, call summaries, workflow configuration, outreach content or advice supplied under the Services.

User, Client, you, your

The individual or organisation that accesses or uses the Site or Services.

Agreement

These Terms together with any order form, online checkout or statement of work referencing them.

2. Scope of Service

We provide the Services on a pay-as-you-go basis. All Services and Deliverables are bespoke to the instructions you supply.

Optional add-ons charged separately include, but are not limited to:

• Email review and optimisation for sales outreach.
• Tender and contract notice monitoring.
• Custom AI prompt engineering and workflow scripting.
• AI Voice Agent setup, call flow configuration, scripts, routing rules, alerts and workflow optimisation.

We do not provide legal, regulatory, financial or tax advice. Any guidance we give is general insight only.

3. Complimentary Trial

New Clients may receive one Complimentary Trial, such as a sample lead list, demonstration workflow or limited AI agent minutes, solely for evaluation.

• Trial Deliverables must not be resold or sublicensed. You may use the demo invitation features to invite trusted people to evaluate your personal or business AI agent. Protect private links and do not publish confidential information in a demonstration.
• We may refuse, limit or cancel a trial in cases of suspected abuse.

4. Ordering and Acceptance

Orders are placed through our web forms, secure portal, online checkout or by written confirmation. Your order is accepted only when we send a written confirmation or when payment clears, whichever is earlier.

We reserve the right to decline any order. If we do, any payment made is refunded promptly via the original method unless we are legally required to handle it differently.

5. Pricing and Payment

Prices are listed in U.S. dollars (USD $). Business quotations may exclude applicable taxes where clearly stated. Before a consumer places a paid order, we will show the total price including applicable taxes and any mandatory charges, or explain how a charge that cannot reasonably be calculated in advance is determined.

Payment is taken up-front via Stripe or another payment method we make available. We do not store full card information.

Account credits, minutes, SMS usage, AI workflow usage and other usage-based charges are applied in USD. Credits are not bank deposits, stored-value accounts, cash balances or financial products. Credits have no cash redemption value and may be used only for eligible Services.

Subject to the cancellation section and your statutory rights, business fees for work already performed and usage already incurred are non-refundable. Any additional charges require the agreement specified in your order.

Please contact us promptly about disputed charges so we can investigate. Nothing in these Terms prevents a lawful complaint, refund request or payment dispute. Fraudulent claims or payment abuse may lead to proportionate account restrictions.

6. Price Changes

We may change our pricing at any time. New prices apply only to orders, top-ups, renewals or usage placed after the updated prices are published or notified to you.

7. Delivery and Turnaround

Estimated delivery times are provided at checkout or in writing. These are estimates; time is not of the essence.

Deliverables are supplied electronically, for example through CSV, XLSX, PDF, email, dashboards, transcripts, online portals or direct integration.

8. Client Obligations

• Provide accurate, lawful and non-infringing instructions or data.
• Use Deliverables only for legitimate purposes and in compliance with all applicable laws, including the UK GDPR, Data Protection Act 2018 and PECR where applicable.
• Keep personal data we supply secure and confidential.
• Ensure that your own use of call recording, SMS, outbound calling, email outreach, lead generation and marketing complies with all laws that apply to you and your recipients.
• Do not reverse-engineer, scrape or otherwise attempt to derive source data beyond what we provide.
• Keep credentials and private links secure. Do not bypass verification, impersonate others, introduce malicious content, send spam or use the platform for unlawful automated communications.
• Do not use AI agents as an emergency service or as the sole basis for medical, legal, financial or other high-stakes decisions. Review material outputs, routing and factual instructions before live use.

9. Data Compliance and Marketing Regulations

Where you determine the purpose and means of a customer workflow, you are responsible as its controller for lawful instructions, appropriate notices and the rights of the people concerned. Where we act as your processor, applicable data-processing terms govern that processing. These responsibilities do not remove our own obligations under data-protection law.

You must maintain proof of consent or another lawful basis before sending unsolicited communications, placing outbound calls, sending SMS messages or processing personal data for marketing or sales purposes.

We supply data and outputs as-is and do not guarantee that a particular lawful basis will apply to your processing activities.

10. Data Accuracy and Disclaimers

We verify data and configuration at the point of supply where commercially reasonable, but cannot guarantee ongoing accuracy, call outcome accuracy, email deliverability, contact availability, calendar availability, third-party system availability or that contacts remain in the same role.

We do not guarantee specific business outcomes such as calls answered without issue, meetings booked, conversions, replies, revenue, cost savings or customer satisfaction.

For business customers, implied warranties and terms are excluded only to the extent lawful and reasonable. For consumers, nothing in these Terms excludes statutory standards, including reasonable care and skill, or the remedies available when those standards are not met.

11. Intellectual Property

We retain ownership of our pre-existing software, methodologies, templates, frameworks and know-how. You retain rights in content and materials you lawfully provide, and grant us the permissions reasonably needed to deliver and secure the agreed Services. Rights in bespoke deliverables are subject to the agreed order.

Upon full payment, you receive a non-exclusive, non-transferable, worldwide licence to use Deliverables internally. You must not resell, sublicense, publicly post or redistribute Deliverables without our written permission.

12. Confidentiality

Each party must keep confidential all information marked confidential or reasonably understood to be confidential. This obligation survives termination for five years.

13. Data Security and Retention

We take commercially reasonable steps to protect project data, account data and workflow data using appropriate technical and organisational measures.

Data may be processed or stored using secure cloud infrastructure and trusted service providers. Non-personal research data is retained for up to six years; personal data is retained for no longer than necessary or as required by law.

You may request earlier deletion in writing unless retention is required by law, contract, dispute handling, fraud prevention, accounting, security or legitimate business record keeping.

14. Subcontracting and Third-Party Services

We may subcontract parts of the Services to vetted specialists or use trusted third-party providers bound by obligations no less protective than these Terms where appropriate.

We may use third-party providers, including Stripe for payment processing, OpenAI or similar AI service providers for AI-assisted functionality, hosting providers, communications providers, analytics providers and operational tooling.

Services depend on third-party networks and providers. Their availability and features may change. We cannot guarantee uninterrupted third-party performance, but remain responsible for our own contractual and statutory obligations and will take reasonable steps to address issues within our control.

15. Support and Service Availability

AI-assisted intake may be available around the clock. Human support response times depend on the request and any service level agreed in writing. Email support@businesssupportbuddy.com for help.

We may proportionately suspend access where reasonably necessary to address security risks, unlawful activity, material misuse or overdue undisputed charges. Where lawful and practicable, we will explain the reason and steps needed to restore access. Suspension does not remove your statutory rights.

No specific uptime or service-level guarantee is provided unless expressly agreed in writing, but we take commercially reasonable steps to maintain continuous availability.

16. Cancellation and Refund

You may cancel an order before work starts for a full refund via the original payment method where reasonably possible.

If you buy as a consumer under a qualifying distance contract, you normally have 14 days from agreeing a service contract to cancel. Contact our support team with your name, order details and a clear cancellation request. Where you expressly request an early start, a lawful proportionate charge may apply for services supplied before cancellation. Any loss of cancellation rights for fully performed services or supplied digital content requires the consent and acknowledgements required by law.

For business orders, fees for work already performed and usage already incurred are normally non-refundable unless agreed otherwise. These terms do not exclude remedies for services that are not supplied with reasonable care and skill or other rights that cannot lawfully be excluded.

Unused credits or minutes may roll over where the relevant plan or published pricing states this, but they have no cash redemption value and are not refundable unless required by law or expressly approved by us in writing.

Because our model is pay-as-you-go with no minimum commitment unless otherwise agreed, you may simply choose not to place further orders or top-ups.

17. Indemnity

For business customers only, you agree to reimburse reasonable, evidenced losses and third-party claim costs to the extent directly caused by the following. This does not cover losses caused by our own breach, negligence or unlawful conduct, and we must take reasonable steps to mitigate losses:

• Your breach of these Terms.
• Your misuse of the Deliverables or Services.
• Your infringement of any intellectual-property, privacy, publicity, data protection or other rights.
• Any unlawful, misleading, harmful, non-compliant or unauthorised calling, recording, SMS, email, marketing, outreach or data processing activity.

18. Limitation of Liability

Nothing in these Terms limits liability for death, personal injury caused by negligence, fraud or any liability that cannot legally be limited.

For business customers only, and subject to the preceding paragraph and applicable law, our aggregate liability arising under this Agreement in any 12-month period is limited to the fees paid to us in that period. We exclude indirect or consequential business losses and loss of profit, revenue, goodwill or anticipated savings to the extent lawful and reasonable.

For consumers, we remain responsible for foreseeable loss caused by our breach or failure to use reasonable care and skill, subject to applicable law. Nothing in these Terms limits mandatory consumer remedies or data-protection rights.

19. Force Majeure

Neither party is liable for delay or failure to perform caused by events beyond its reasonable control, including natural disasters, power failure, internet disruption, telecommunications failure, third-party service outage, civil unrest, industrial disputes, regulatory change or government action.

20. Amendments

We may update these Terms to reflect changes in our business, legal requirements, pricing, technology, services or best practice.

Material changes will be announced on the Site and take effect 30 days after posting unless required sooner by law. Your continued use of the Services after the effective date constitutes acceptance of the revised Terms.

21. Assignment and Novation

You may not assign or transfer any rights or obligations under this Agreement without our prior written consent. We may assign or transfer our rights and obligations to a successor entity as part of a merger, acquisition, sale, restructuring or business transfer.

22. Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision will be severed and the remainder will continue in full force and effect.

23. Waiver

No failure or delay by either party to exercise any right or remedy under these Terms will constitute a waiver of that right or remedy.

24. Entire Agreement

This Agreement constitutes the entire understanding between the parties and supersedes all prior discussions, representations and agreements relating to the subject matter.

25. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Business disputes are subject to the courts of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in their place of residence that applicable law provides.