Terms & Conditions

Last updated: 7 October 2026

1. About us

Ai-Line is a trading name of Meelad Hamdard, a sole trader based in England, whose business address is Burney House, Hainault Business Park, 11–17 Fowler Road, Ilford IG6 3UJ.

In these terms, "we", "us" and "our" mean Meelad Hamdard trading as Ai-Line. "You" and "your" mean the business that uses our services.

Our services are provided to businesses only, not to consumers. By signing a Pilot Agreement or order form, or paying a set-up fee, you confirm you are acting for a business and agree to these terms.

2. Definitions

• AI Receptionist: the AI phone answering system we configure and run for your business.
• Callers: the people who phone your business and are answered by the AI Receptionist.
• Order Form: the written confirmation (including by email) of your chosen plan, set-up fee and monthly plan.
• Pilot: the 14-day trial period described in section 4, which starts on the day your AI Receptionist first goes live on your calls.
• Pilot Agreement: the written agreement (including by email or e-signature) you sign to start a Pilot.
• Your Information: the details you give us about your business, such as services, prices, opening hours, policies and staff rules.

3. Our services and plans

We offer the following plans. The exact features for your business are confirmed in your Order Form.

Prices exclude VAT, which will be added if applicable. Some features depend on your booking system, phone provider or payment provider supporting them. We'll tell you before the Pilot if any feature isn't available for your setup.

4. 14-day pilot and refunds

• To start a Pilot, you sign a Pilot Agreement and pay the set-up fee for your chosen plan. We then design, build and test your AI Receptionist and run it on your real calls for 14 days.
• During the Pilot we measure your call volume and patterns, so we can confirm your chosen plan fits your usage or recommend the other plan if it fits better.
• If you're happy at the end of the Pilot: you pay nothing more for the rest of that calendar month. Your monthly plan starts on the 1st day of the following month and is charged on the 1st of each month after that.
• If you're not happy at the end of the Pilot: you can end the service by telling us in writing (email is fine) before the Pilot ends. We'll switch off your AI Receptionist and refund 50% of the set-up fee within 14 days. No monthly fee is payable.
• Why the refund is 50%: the set-up fee pays for work that starts as soon as you sign the Pilot Agreement, including designing, building, configuring and testing an AI Receptionist specific to your business. Because this work has already been carried out, a full refund isn't available once the Pilot Agreement has been signed, and the remaining 50% covers that work.
• If you don't tell us before the Pilot ends that you want to stop, you'll be treated as continuing, and your monthly plan will start on the 1st of the following month at the price for your chosen plan.
• We may offer one Pilot per business. If we end a Pilot because of a problem on our side that we can't fix, we'll refund the set-up fee in full.

5. Fees and payment

• Set-up fee: the one-off set-up fee for your plan (£499 for Ai-Line Essentials, £899 for Ai-Line Pro) is payable in full when you sign the Pilot Agreement, before we start building your AI Receptionist. It is refundable only as set out in section 4.
• Monthly plan: the monthly fee for your plan (£249 for Ai-Line Essentials, £499 for Ai-Line Pro) is first charged on the 1st of the month following the end of the Pilot, and then on the 1st of each month in advance, by Direct Debit, card or bank transfer.
• Usage: each plan includes a monthly allowance of AI-answered call minutes (500 for Essentials, 1,000 for Pro). Minutes above your allowance are charged at 25p per minute, billed in arrears with your next monthly invoice. Unused minutes don't roll over. If you regularly exceed your allowance, we'll suggest the plan that fits better. We won't change our prices for you without giving you at least 30 days' written notice.
• Late payment: invoices are due within 7 days. We may charge interest and compensation on late payments under the Late Payment of Commercial Debts (Interest) Act 1998, and we may suspend the service if an invoice is more than 14 days overdue, after giving you notice.
• Refunds after the Pilot: once your monthly plan has started, set-up fees are non-refundable, and monthly fees already paid are not refunded for part months, unless we fail to deliver the agreed service.

6. Term, cancellation and termination

• After the Pilot, your plan runs on a rolling monthly basis. There is no minimum term unless your Order Form says otherwise.
• You can cancel at any time by giving us 30 days' written notice by email. The service continues, and is payable, until the end of the notice period.
• We can end the service by giving you 30 days' written notice.
• Either of us can end the service immediately by written notice if the other seriously breaches these terms and doesn't fix the breach within 14 days of being asked to, or becomes insolvent.
• When the service ends, we'll switch off the AI Receptionist, return or delete your data as described in our data processing agreement, and help you redirect your phone line if needed.

7. Your responsibilities

You agree to:

• give us accurate, up-to-date Your Information, and tell us promptly about changes to services, prices, hours or policies;
• review your AI Receptionist's set-up during the Pilot and tell us about anything that needs changing;
• make sure you have the right to forward your phone line to us and to connect any booking or payment systems you ask us to use;
• use the service lawfully, and not use it for unsolicited marketing calls, misleading callers or any unlawful purpose;
• keep your own systems, such as your booking diary and payment account, secure and working;
• comply with your own legal duties to your customers, including data protection and any rules that apply to your industry.

8. How the AI receptionist works

• The AI Receptionist answers only using Your Information and the rules agreed with you. It tells every caller at the start that it is an AI assistant and that the call may be recorded.
• It does not give medical, legal, financial or other professional advice, and it does not make promises on your behalf beyond what you have authorised.
• AI technology can occasionally mishear callers, misunderstand requests or make mistakes. We design the system to confirm key details back to callers and to pass anything it can't verify to your team, but we can't guarantee that every call will be handled perfectly.
• You remain responsible for decisions made about your customers, for checking bookings and messages, and for dealing with complaints from your customers.
• The AI Receptionist is not an emergency service. In an apparent emergency, it tells callers to contact the emergency services.

9. Service availability

We aim to keep the AI Receptionist available 24 hours a day, 7 days a week. However, the service depends on phone networks, internet connections and third-party providers, so we can't guarantee it will be uninterrupted or error-free. We'll make reasonable efforts to fix problems quickly and to tell you about planned maintenance in advance. The number of calls that can be handled at the same time depends on your plan and the capacity of our providers.

10. Third-party providers

To provide the service, we use carefully chosen third-party providers, including telephony providers, AI voice and language technology providers, email providers, hosting providers and, where you use them, booking and payment systems. Your use of your own booking and payment systems is also governed by those providers' terms. We're not responsible for outages or changes caused by third-party providers outside our reasonable control, but we'll work to reduce any impact on you.

11. Data protection and call recordings

• When we handle your Callers' personal data (such as names, phone numbers, email addresses, call recordings and transcripts), we act as your data processor and you are the data controller.
• Before the service goes live, we'll sign a data processing agreement with you that meets the requirements of UK GDPR.
• We process Caller data only on your instructions, keep it secure, and use it only to provide and improve the service for you.
• Calls may be recorded and transcribed for quality, accuracy and to provide the service. We keep recordings and transcripts only for as long as set out in the data processing agreement.
• How we handle personal data about you and your staff is explained in our Privacy Policy.

12. Intellectual property

• We own all rights in the Ai-Line service, including our software, prompts, configurations, workflows, templates, scripts and know-how, and any improvements to them. These terms don't transfer any of those rights to you.
• You own Your Information and your customer data. You give us permission to use them only to provide the service to you.
• You must not copy, resell, reverse engineer or try to extract our prompts, configurations or system design, or let anyone else do so.

13. Confidentiality

Each of us will keep the other's confidential information private and use it only for the purposes of this agreement, unless disclosure is required by law. This includes your business information and our system design, pricing and configurations.

14. Limitation of liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law.
• We are not liable for any loss of profits, revenue, business, bookings, goodwill or data, or for any indirect or consequential loss.
• Our total liability to you in any 12-month period, whether in contract, negligence or otherwise, is limited to the total fees you paid us in the 12 months before the event giving rise to the claim.
• We are not liable for losses caused by inaccurate Your Information, by your own systems, or by events outside our reasonable control, such as network failures, third-party outages, cyber attacks or extreme weather.

15. Transfer of this agreement

We may transfer our rights and obligations under these terms to a limited company set up to run the Ai-Line business (in which Meelad Hamdard is a director or shareholder), or to anyone who takes over the Ai-Line business. We'll tell you in writing if this happens, and it won't reduce your rights under these terms. You may not transfer your rights without our written consent.

16. Changes to these terms

We may update these terms from time to time. We'll give you at least 30 days' notice by email of any change that materially affects you. If you don't agree with a change, you can cancel before it takes effect.

17. General

• These terms, together with your Order Form and data processing agreement, form the whole agreement between us. If there's a conflict, the Order Form takes priority.
• If any part of these terms is found to be unenforceable, the rest remains in force.
• Nobody other than you and us has any right to enforce these terms.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

18. Contact us