Terms

Version 1.0 · Published [?] October 2026

These terms are the agreement between your business and Tradeworthy for our call answering service. Please read them before you sign up. You can save or print this page.

1. About these terms

1.1 “We”, “us” and “Tradeworthy” mean Tradeworthy Ltd, registered in England and Wales, company number 17376267. Our registered office is 66 Paul Street, London EC2A 4NA. VAT number [?].

1.2 “You” means the business that signs up. Tradeworthy is for businesses only, and our customers are UK limited companies. By signing up you confirm that your business is a UK limited company, that you are acting for the purposes of that business and not as a consumer, and that you have authority to agree these terms for it. If your business isn’t a limited company, talk to us: we may agree to take you on after a check.

1.3 The contract starts when you accept these terms and we take your first payment. The contract is made up of:

• these terms
• our data processing agreement, which covers your callers’ details
• the plan, payment option and choices you make when you sign up and when you tell us how you work
• anything else we agree with you in writing

If they conflict, anything we’ve agreed with you in writing comes first, then the data processing agreement on personal data, then these terms.

1.4 We’ll email you a copy of these terms and your plan details when you sign up.

2. What we do

2.1 We answer your phone, offer callers with a new job to you while the call is live, and send you the details of each call as a message. That is what we provide and what we guarantee.

2.2 Our plans are:

• Capture: calls to your Speedy Quote line, the number we give you for your Google Local Services ad and your website, and for your Google Business Profile if you choose.
• Cover: everything in Capture, plus calls to your main business line. Either you divert your existing landline to us, or we give you a new main number.
• Convert: coming soon. Terms for Convert will be published when it is available.

2.3 On every call, our digital assistant answers in your business name, says that calls are recorded and that it is a digital assistant, and asks what the caller needs. Then:

• A new job, or not sure: we ring your reach number while we take the caller’s details. Press 1 and you’re put through. If you don’t, the assistant finishes the call and we send you the details.
• Not a new job, on your Speedy Quote line (selling to you, looking for work, a wrong number, a service you don’t offer, or an existing customer or supplier): the caller is told politely that the number is for new jobs and pointed to your website.
• Not a new job, on your main line (Cover): we take the caller’s details and send them to you, labelled. For existing customers, suppliers and other callers who aren’t a new job, you choose when you sign up whether we put them through while we take details, or just send you the details.
• Silent calls and automated calls are dropped.
• If a call drops, we ring the caller back once.

2.4 We send call details by WhatsApp if you agree to it when you sign up, or by text message if you don’t. If WhatsApp isn’t available at the time, we send a text instead. We aim to send the details within a minute of the call ending. We also send you a report by email each week listing every call and what happened, including calls that weren’t work.

2.5 We never price jobs. We don’t book work or take payments for you, and we don’t promise that any call will become work. On Capture and Cover we never text your callers.

2.6 Calls are recorded, and recordings are deleted after 30 days. You don’t have access to recordings. You get call notes made from each recording, and we can give you a full transcript if you need one to settle a dispute about a call.

2.7 You can buy Extras, such as Google profiles setup and maintenance, at the prices on our Pricing page. These terms apply to Extras too. A monthly Extra can be cancelled in the same way as a plan (clause 10). If you cancel your plan, any monthly Extras end at the same time.

2.8 Support is by WhatsApp, on the same number that sends your job messages, or by email to support@tradeworthy.co.uk, Monday to Friday, 9am to 5pm. We aim to reply the same working day.

3. Setting up and going live

3.1 We aim to have you live within 7 days of sign-up and payment, or sooner. That depends on you having paid and done the things in clause 3.2, and on how quickly Google acts on our requests.

3.2 To go live you need to:

• give us access to your Google Local Services Ads account, where we answer a Google line (clause 4)
• put your Speedy Quote line on your website, as text and not as an image
• tell us how you work: your main services, the number we should ring when a job comes in (your reach number), the mobile for job messages, the email for your weekly report, your opening hours and what we do with calls outside them
• on Cover, set up the divert on your landline, or start using your new main number
• ring your Speedy Quote line, check what your callers will hear, and tell us it’s right

3.3 Your paid service starts 7 days after we take your first payment. If we can’t go live by then because we are waiting for Google or for you, we add the days of delay to the end of your joining period (or, if you pay month to month, to the end of your first month). Your payment dates don’t change.

3.4 We start work as soon as you pay, so if you cancel before your service starts we don’t refund your payment. We may make an exception at our discretion.

4. Your Google accounts

This clause applies wherever we answer a Google line. If you take Cover for your main line only, without a Google line, it does not apply.

4.1 What we need. To answer your Google calls we need access to your Google Local Services Ads account, and we cannot start without it. Your Speedy Quote line is set on your ad, and you must also show it somewhere on your website, which Google requires. Putting it on your Google Business Profile is optional, and we recommend it. We ask for access to your Business Profile only if you want the number there.

4.2 How you give access. You invite google@tradeworthy.co.uk to your Local Services Ads account with Administrative access and, if you want the number on your Business Profile, to your Business Profile as a Manager. We never ask for, accept or use your Google password.

4.3 Your authority. You confirm that you own these accounts or are authorised to give us access. You authorise us to access them, to link your ads account to Tradeworthy’s Google Ads manager account, and to request or make the changes described in this clause.

4.4 What we will and won’t change. We will change only the phone number on your Google ad and, if you’ve asked us to, the phone number on your Business Profile, and anything else we agree with you in writing. We will not change your budget, bids, billing details, ad content or other users, and we will not take ownership of your account through our manager account. Once setup is done, we reduce our access to the minimum we need.

4.5 Business Profile (optional). If you choose to have your Speedy Quote line on your Business Profile, we use Manager access to set it, keep it the same as the number on your ad, and support the service. We won’t change anything else on your profile unless you ask. Without this access we can’t keep your profile and your ad aligned, and we are not responsible for mismatches between them or for enquiries that go to a different number.

4.6 Google decides. Google runs its platform. We make requests to Google, and we cannot guarantee that Google will accept them, how long they will take, or that your ad will keep running while a change is reviewed. We are not responsible for Google’s decisions, charges, ad spend, lead quality, ranking or refunds. You remain Google’s customer and are responsible for your Google terms, budget and charges. Calls we answer, including outside your opening hours, may be charged by Google as if you had answered them.

4.7 Your part. Tell us if an agency, partner or former employee holds or manages your ads account. Keep your account in good standing with Google. Don’t change or remove the number we set up, or remove our access, without telling us first.

4.8 What we can see. With access we can see your Google enquiries (callers’ names, numbers and, where Google records them, calls). We use them only to provide the service, as your processor, under the data processing agreement.

4.9 Security. We take reasonable steps to protect our access, including two-step sign-in and limiting access to the people who look after your account. We will tell you without undue delay if we become aware of a security incident affecting your accounts.

4.10 Staying connected. While you’re a customer, your ads account stays linked to our manager account. We won’t use the link for other services without your agreement. You can unlink at any time, but we may then be unable to provide the service.

5. Phone numbers

5.1 To run the service we give you Tradeworthy numbers: your Speedy Quote line, a dedicated number we ring you from (save it as a contact so you know it’s us), and, on Cover, a new main number if you choose one. Job messages come from one Tradeworthy messaging number. Tradeworthy numbers belong to us. You can use them while you’re a customer.

5.2 Your own numbers stay yours. If you divert your landline to us, you can switch it back whenever you like.

5.3 Your reach number must never be diverted to us. It’s the number we ring when a caller has a new job.

5.4 Any charges your phone provider makes for diverting calls to us are yours. Check with your provider before you set up a divert.

5.5 Numbers we can put calls through to. We put calls through to UK landline numbers (starting 01, 02 or 03) and UK mobile numbers (starting 07), except the numbers listed below [?]. We may decline to put calls through to any number that costs us more than a standard UK call, and we’ll tell you so you can give us a different number.

6. Your responsibilities

6.1 You must:

• give us accurate information and tell us promptly when it changes, including your services, opening hours, reach number, mobile, email and the numbers you publish
• make sure the business name we answer with matches your Google ad
• keep your reach number working and your mobile able to receive our messages
• tell us before you change or remove any number we’ve set up
• use the call details we send you lawfully, and give your callers the information the law requires, for example by linking your website’s privacy notice to our page How we handle callers’ details
• tell us by WhatsApp or email if a caller you’ve taken over from our assistant asks not to have their details kept

6.2 We recommend showing your main number clearly on your website, because callers on your Speedy Quote line who aren’t a new job are pointed there.

7. Using the service properly

7.1 You must not use the service:

• for anything unlawful, fraudulent or misleading
• to answer for a business you aren’t authorised to represent
• to present our assistant as a person, or to remove the recording notice
• to ask us to collect information we don’t normally take, especially health or other sensitive details about callers
• to resell the service, or let anyone else use it, without our written agreement
• to copy, take apart or interfere with our systems

7.2 We may adjust what the assistant says to keep the service within the law and within Google’s policies.

8. Prices and payment

8.1 Our prices are on our Pricing page, and the price you pay is the one shown when you sign up. Each subscription covers one business: one trading name at one location, with its Google profile where you have one. Each extra trading name, or a profile for another location, needs its own subscription. Talk to us and we’ll set it up.

8.2 All prices are plus VAT at the current rate [?].

8.3 Three months for the price of two (Capture and Cover). You pay for two months when you sign up and get three months of service. After that you pay monthly.

8.4 Month to month. You can instead pay monthly from the start, with no joining offer.

8.5 How payment works. We take each monthly payment 7 days before the month of service it pays for, so months never overlap. For example, a payment on 1 November pays for 8 November to 7 December, and the next payment is on 1 December. We save your card when you sign up and charge it automatically each month until you cancel. We show you the amount and date of your next payment before you pay. Card payments are handled by Stripe.

8.6 Price changes. We may change our monthly prices by giving you at least 30 days’ notice by email. If you don’t want to pay the new price, you can cancel before it takes effect and the 14-day cut-off in clause 10 won’t apply.

8.7 Annual deals. If you want a longer commitment, talk to us. Any annual deal is agreed with you in writing, with its own price, length and cancellation terms, and those written terms apply instead of clauses 8.3 to 8.5 and 10 where they differ.

8.8 If a payment fails. We take payment 7 days before each renewal date (the date your next month of service starts). If the payment fails, we’ll tell you and may try again during those 7 days. If it is still unpaid on the renewal date, you have up to 7 days’ grace. If it is still unpaid after that, we pause the service until you pay, and tell you. If you’ve diverted a landline to us, remove the divert while the service is paused. If it is still unpaid 14 days after we pause the service, we’ll end the contract and clause 12 applies. We’ll remind you before then.

9. Service levels and outages

9.1 We aim for 99% availability each month, measured from the time you first tell us there is a problem. If we fall short, we credit that month’s fee against your next payment. This does not cover problems caused by Google, your telephone provider, a messaging service outage where we delivered your message another way, your phone not being answered, events outside our reasonable control, or maintenance we have told you about at least 48 hours in advance.

9.2 If our service is unavailable, calls to your Tradeworthy numbers may not be answered. If you’ve diverted your landline to us, you can remove the divert to take calls directly until we’re back.

10. Cancelling

10.1 You can cancel at any time. Cancel at least 14 days before your next payment date and we won’t take that payment; your service ends when the month you’ve paid for ends. If you cancel less than 14 days before your next payment date, that payment is taken and your service ends when that month ends. We use those 14 days to hand things over smoothly.

10.2 Example. Payment taken 1 November: the paid month runs 8 November to 7 December, and the next payment date is 1 December. Cancel on or before 17 November and nothing is taken on 1 December; your service ends 7 December. Cancel on 18 November or later and the 1 December payment is taken; your service ends 7 January.

10.3 Cancelling in your joining period. You can cancel at any time in your first three months and choose the date your service ends, up to the end of the joining period. Cancel before your first monthly payment is taken and nothing more is charged. The joining payment is not refunded.

10.4 How to cancel. Email support@tradeworthy.co.uk or use the billing portal. We’ll confirm by reply. Your cancellation date is the date we receive it.

10.5 Refunds. We don’t refund unused time. If we fail to provide the service, the credit in clause 9 applies.

11. If we suspend or end the service

11.1 We may suspend the service, or end the contract by telling you, if:

• a payment is overdue (clause 8.8)
• you seriously break these terms and, if it can be put right, don’t put it right within 14 days of us asking
• you use the service unlawfully, or in a way that could harm us, your callers or other customers
• Google or one of our suppliers requires us to

11.2 We may also end the contract for any reason by giving you at least 30 days’ notice. If we do, we’ll refund any time you’ve paid for and not used.

12. When your service ends

12.1 When your service ends, we unlink our Google manager account, remove our access to your Google accounts and ask Google to change the number on your ad to the number you give us. For a landline you use only for Google, we cancel the divert instead. We can’t guarantee whether or when Google makes the change. Changing your number anywhere else is up to you.

12.2 Your Tradeworthy numbers stay ours. For 30 days after your service ends, anyone calling them hears a recorded message that the number is no longer in service, with your website address. We don’t answer, take messages or put calls through during that time. After 30 days we may withdraw the numbers.

12.3 If you want callers to keep reaching you, you can ask us to:

• keep a number and forward its calls to a number you give us, for £20 a month plus VAT
• transfer (port) a number to you, for a one-off fee of £100 plus VAT

Neither happens automatically: you must ask.

12.4 On Capture and Cover, we delete your callers’ details within 30 days of your contract ending. You keep the job messages we’ve already sent to your devices. On Convert, you can export your data for 30 days after your contract ends, and then we delete it. Until your contract ends, we keep and delete your callers’ details on the schedule in the data processing agreement.

13. Intellectual property

13.1 We own the service, including our software, the assistant, its scripts and settings, our reports and our numbers. You may use them only to receive the service while you’re a customer.

13.2 You own your business name, logo, website content and the information you give us. You let us use them to provide the service, for example to answer in your name and to build the assistant from your website.

13.3 Your callers’ details are yours to control. We handle them only as the data processing agreement allows.

13.4 If you send us ideas or feedback, we may use them freely.

14. Confidentiality

14.1 Each of us will keep the other’s confidential information confidential and use it only for this contract. This doesn’t apply to information that is already public (other than through a breach of this clause), that the other already had, or that the law or a regulator requires us to disclose.

14.2 This clause continues for two years after the contract ends.

15. Data protection

15.1 When we handle your callers’ details we are your processor, and the data processing agreement applies. You accept it when you accept these terms.

15.2 When we handle your own details as our customer, such as your name, contact details and billing, we are the controller. Our Privacy notice explains how.

15.3 We never pass your customers’ details to another trade.

16. Liability

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

16.2 We are not liable for:

• loss of profit, revenue or business
• lost jobs, enquiries or opportunities
• loss of goodwill or reputation
• any indirect or consequential loss
• Google’s decisions or charges, or problems caused by your phone provider, your equipment or information you gave us

16.3 Our total liability to you, under or in connection with this contract, is limited to the total fees you paid us in the 12 months before the claim.

16.4 The service relies on telephone networks, messaging services and Google. We take reasonable care, but we can’t guarantee that every call will be answered or every message delivered.

17. Changes to these terms

17.1 We may change these terms. We’ll email you at least 30 days before a change that affects you. If you don’t agree, you can cancel before the change takes effect and the 14-day cut-off in clause 10 won’t apply.

17.2 We may make a change sooner if the law, a regulator or Google requires it, and we’ll tell you as soon as we can.

17.3 The version and date at the top of this page show when these terms last changed.

18. Contacting each other

18.1 You can contact us at hello@tradeworthy.co.uk, about support or cancelling at support@tradeworthy.co.uk, or about data protection at privacy@tradeworthy.co.uk. Formal notices can also be posted to our registered office.

18.2 We’ll contact you by email or WhatsApp, using the details you gave us.

18.3 If you want to complain, see How to complain.

19. General

19.1 Entire agreement. The contract described in clause 1.3 is the whole agreement between us about the service. You haven’t relied on anything we’ve said that isn’t in it.

19.2 Transfer. We may transfer the contract to a company that takes over our service, and we’ll tell you if we do. You need our written agreement to transfer it.

19.3 Others. Only you and we have rights under this contract. No one else can enforce it.

19.4 Events outside our control. We’re not responsible for delays or failures caused by events outside our reasonable control.

19.5 If part is invalid. If a court decides part of these terms is invalid, the rest still applies.

19.6 No waiver. If we don’t enforce a right straight away, we can still enforce it later.

19.7 Law and courts. These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute.