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Terms of Service

Last updated: May 2026

1. About the service

CallBack is a missed-call recovery and automated SMS booking service for tradespeople in the UK. When a customer calls your business and gets no answer, CallBack texts them automatically, has a conversation, and books a callback slot into your Google Calendar on your behalf.

The service is operated as a sole trader business. By creating an account and using CallBack, you agree to these terms in full. If you do not agree, do not use the service.

2. Eligibility

You must be at least 18 years old and operating a legitimate business in the United Kingdom to use CallBack. The service is intended for sole traders, limited companies, and partnerships operating in the trades sector (plumbing, electrical, building, and similar).

3. Subscription and pricing

  • Free trial: New accounts receive a 14-day free trial. A credit card is required to start the trial — no charge is made until the trial ends. At the end of the trial period, your account will be charged automatically unless you cancel first.
  • Subscription: The standard subscription is £97 per month per business account, billed monthly in advance.
  • Billing: Payments are processed by Stripe. By subscribing, you authorise us to charge your payment method on a monthly recurring basis.
  • Price changes:We reserve the right to change our pricing. We will give you at least 30 days' notice before any price increase takes effect.

4. Cancellation

You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of your current billing period — you will retain access to the service until that date.

We do not offer refunds for partial months. If you cancel mid-cycle, your subscription will not renew and your account will be deactivated at the end of the paid period.

To delete your account and all associated data, use the account deletion option in Settings. This action is permanent and irreversible.

5. Your responsibilities

By using CallBack you agree to:

  • Provide accurate business information during onboarding and keep it up to date.
  • Use the service only for legitimate business purposes.
  • Ensure your use of CallBack complies with UK communications regulations, including the Privacy and Electronic Communications Regulations (PECR) and the UK GDPR, as they apply to the SMS messages sent to your leads.
  • Not use the service to send unsolicited marketing, spam, or misleading messages.
  • Keep your login credentials secure and not share them with others.
  • Promptly notify us of any unauthorised use of your account.

6. Acceptable use

You may not use CallBack to:

  • Send abusive, harassing, defamatory, or illegal content via SMS.
  • Impersonate another person or business.
  • Attempt to access or interfere with another user's account or data.
  • Reverse-engineer, copy, or resell any part of the service.
  • Circumvent any security measures or usage limits.

We reserve the right to suspend or terminate accounts that violate these rules, without refund, and to report illegal activity to the relevant authorities.

7. Service availability

We aim to provide a reliable service but cannot guarantee 100% uptime. The service depends on third-party infrastructure including Vonage, Supabase, Google, and Vercel. Downtime caused by these providers is outside our control.

We will endeavour to notify you in advance of planned maintenance. Unplanned outages will be communicated as promptly as possible via email.

8. Limitation of liability

To the fullest extent permitted by law, CallBack shall not be liable for any indirect, incidental, special, consequential, or punitive damages — including lost revenue, lost leads, or missed appointments — arising from your use of or inability to use the service.

Our total liability to you for any claim arising from or related to these terms or the service shall not exceed the amount you paid us in the 3 months immediately preceding the event giving rise to the claim.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully limited or excluded under English law.

9. Intellectual property

All content, software, and technology forming part of the CallBack service is our property or licensed to us. You are granted a limited, non-exclusive, non-transferable licence to use the service for your own business purposes only.

You retain ownership of any data you provide to the service, including your business information, leads, and appointment records.

10. Termination

We may suspend or terminate your access to CallBack immediately and without notice if you breach these terms, engage in fraudulent or illegal activity, or if we are required to do so by law.

You may terminate your account at any time by cancelling your subscription and deleting your account from Settings.

11. Changes to these terms

We may update these terms from time to time. The date at the top of this page reflects the last update. We will give you at least 14 days' notice of material changes by email before they take effect. Continued use of the service after that date constitutes acceptance of the updated terms.

12. Governing law

These terms are governed by the laws of England and Wales. Any disputes arising from or related to these terms or the service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

For any questions about these terms, email support@getcallback.co.uk.