Service Agreement

1. Parties

[YOUR FULL NAME] trading as Handld, [YOUR ADDRESS OR VIRTUAL OFFICE], [POSTCODE] ("Handld", "we", "us").

AND the business identified in the onboarding form submitted at the time of sign-up ("Client", "you"). Together referred to as "the Parties". This Agreement is effective from the date the Client submits payment.

2. The Service

2.1 What Handld provides

• A dedicated UK mobile number connected to the Client's existing number via call forwarding
• An automated SMS sent to callers within 5 seconds of a missed call
• An AI assistant configured with the Client's business details to handle customer enquiries
• Lead capture and real-time notification to the Client's mobile, including the full conversation
• Secure data storage in EU-based databases, compliant with UK GDPR

2.2 Service plans

Plan	Price	What is included
Starter	£99/mo	Unlimited AI conversations, instant SMS on missed calls, lead capture, full lead notifications, setup included
Pro	£149/mo	Everything in Starter, plus AI trained on up to 20 custom FAQs, custom AI tone, monthly report, priority support
Premium	£249/mo	Everything in Pro, plus CRM integration, quarterly strategy call, WhatsApp when available

Handld is not VAT-registered. The prices shown are the total amount you pay. No VAT is charged.

Pro and Premium: up to 20 FAQ pairs must be supplied by the Client within 5 working days of sign-up. WhatsApp is a forthcoming feature with no guaranteed launch date.

2.3 Setup

Handld will configure the Service within 48 hours of a completed onboarding form and first payment, including AI configuration, a dedicated UK number, call forwarding instructions, and a full end-to-end test.

3. Payment

The Service is billed monthly via Stripe from the date of sign-up. If payment fails, Handld will retry after 3 days. If outstanding for 7 days, the Service may be suspended. Handld may amend fees with 30 days' written notice. The Client may cancel during this period without penalty.

4. Client Obligations

• Provide accurate business information and notify Handld promptly of any changes
• Set up call forwarding as instructed
• Not use the Service for any unlawful or misleading purpose
• Inform customers that unanswered calls may receive an automated AI reply
• Not share dashboard credentials with unauthorised third parties

5. Data Protection

Handld processes customer data on behalf of the Client. The Client is the Data Controller; Handld is the Data Processor. Processing is carried out under UK GDPR and the Data Protection Act 2018. Sub-processors: Twilio (SMS), Anthropic (AI), Supabase (storage), Railway (hosting). Data is retained for 24 months then deleted. Handld will notify the Client within 72 hours of any data breach.

6. Cancellation

The Client may cancel with 30 days' written notice to hello@handld.co.uk. No refund is given for any paid period. Handld may terminate immediately for non-payment (14 days outstanding), material breach (unremedied after 7 days), or unlawful use. If Handld ceases the Service, 30 days' notice and a pro-rata refund will be given.

7. Liability

Handld targets 99% monthly uptime. Total liability in any 12-month period is capped at fees paid in that period. Handld is not liable for indirect loss, third-party outages, or AI responses arising from inaccurate information supplied by the Client.

8. General

This Agreement and the Privacy Policy form the entire agreement between the Parties. Governed by the laws of England and Wales. By ticking the agreement checkbox at onboarding and submitting payment, the Client confirms they have read and agreed to these terms. This constitutes a binding agreement under the Electronic Communications Act 2000.