Callout Digital is a trading name of Hossain Mohseeni ("we", "us"). Address for post and legal documents: 4th Floor, 18 St. Cross Street, London, EC1N 8UN. Contact: moh@calloutdigital.co.uk, 07356 068727.

These terms are between us and the business named on your order ("you"). By ticking "I agree" on our order form, or by paying your first invoice, you agree to them.

1. Who these terms are for

1.1 We only work with businesses. By agreeing, you confirm you're buying for your trade or business, not as a private consumer.

2. What you get

2.1 You pick a plan: Text-back only, Get Found, Get Booked or Fully Booked. What each plan includes is set out in Schedule 1. 2.2 We'll build your website, put it live, host it, keep it running, and run the automations included in your plan. 2.3 We aim to have your site live within 2 working days of receiving everything on the onboarding form (your details, photos, prices and payment). If we're waiting on you, the clock pauses. 2.4 We'll keep your site's software, security and hosting up to date. We aim for the site to be available all the time, but we can't promise it will never go down, because we rely on hosting and phone/text providers outside our control. If something breaks, we'll fix it as fast as we reasonably can. 2.5 No promise of jobs. We build your site and automations to help customers find you and get in touch, but we don't promise any number of calls, jobs, rankings on Google or income. 2.6 Missed-call text-back (Text-back only, Get Booked and Fully Booked) is switched on at handover, when your site goes live. We do it together: you dial a few short codes on your phone that send unanswered calls to a number we run for you, and we test it with you there and then. If it can't be switched on that day (for example, because of your phone network), we'll tell you why and get it working as soon as we can, usually within a few days. 2.7 Text-back only doesn't include a website. You keep your own site, and we don't build, host or change it. So the parts of these terms about building your site, site edits, domains and site files (clauses 2.2–2.4 as they relate to a website, 3, 6.1, 6.2, 6.5 (site files) and 7) don't apply to that plan. Everything about the text-back, payment, leaving and your customers' data does.

3. Changes to your site (edits allowance)

3.1 Each month your plan includes the edit time shown in Schedule 1 for small changes: prices, opening hours, services, photos, wording, areas covered. 3.2 Send changes by WhatsApp or email. We aim to reply within 2 working days and make the change within 5 working days. 3.3 Unused edit time doesn't roll over to the next month. 3.4 Bigger jobs (new pages, a redesign, new features) aren't included. We'll quote first and only do them if you agree the price.

4. Price and payment

4.1 Your plan has a one-off setup fee and a monthly fee, shown on your order. We are not VAT registered, so no VAT is added. 4.2 The setup fee is paid by bank transfer before we start work. The monthly fee is collected in advance each month by Direct Debit, starting on the day your site goes live. 4.3 If a payment fails or is reversed, we'll tell you and try again. If it's still unpaid 14 days after it was due, we may pause your site and automations until it's paid. We'll warn you at least 3 days before pausing anything. 4.4 We can charge interest and compensation on late payments as allowed by the Late Payment of Commercial Debts (Interest) Act 1998. 4.5 We may change our prices, but not during your minimum term (or any longer price guarantee on your order, such as the founding offer). After that, we'll give you at least 30 days' notice in writing, and you can leave before the new price starts.

5. How long the agreement lasts, and leaving

5.1 Minimum term: website plans (Get Found, Get Booked, Fully Booked): 6 months from the day your site goes live. Text-back only: 3 months from the day the text-back is switched on. 5.2 After the minimum term, it carries on month to month. Either of us can end it by giving one month's notice in writing (WhatsApp or email is fine). 5.3 Leaving during the minimum term. You can tell us at any time that you want to leave before your minimum term is up. Your service ends at the end of the month you've already paid for, and you pay an early exit fee of 50% of the monthly fees for the months left in your minimum term. There's no separate notice period on top. Your setup fee isn't refunded, because it pays for the setup work. Example: on Get Booked (£99 a month), you leave after 3 months with 3 left. Exit fee: 50% × 3 × £99 = £148.50. (Founding clients: see the Founding Client Offer instead.) 5.4 We can end the agreement straight away if you don't pay for more than 30 days after we've warned you, or if you use the site or automations for anything illegal, abusive or misleading. 5.5 You can end the agreement straight away, with no exit fee, if we seriously break these terms and don't put it right within 14 days of you telling us. 5.6 We can end the agreement with one month's notice if we stop offering the service. If we do, no exit fee is payable and we'll help you move your site and domain (clause 7).

6. Who owns what

6.1 Your domain is yours. We register it in your business's name (you're listed as the owner, called the "registrant") and manage it for you while you're a client. 6.2 Domain cost. Your plan includes one standard domain ending in .co.uk or .uk, which we pay for while you're a client (we cover up to £15 a year; standard ones cost much less). If you want a different ending (like .com or .london) or a "premium" domain that costs more than £15 a year, you pay the difference each year, and we'll tell you the cost before buying. If you already own a domain, we can use it and you keep paying for it yourself. 6.3 Your content is yours. Your business name, logo, photos, prices and wording remain yours. You give us permission to use them to build and run your site. 6.4 Our tools stay ours. The design template, code, automations and systems we use belong to us. While you're a client, you can use them as part of your site. 6.5 When you leave (with all fees paid), we give you a copy of your site's files, and you can keep using that site design for your business. The automations stop when the agreement ends, because they run on our systems. The text-back phone number is ours and is closed when you leave; you cancel the divert on your phone (clause 10.3). After the transfer, renewing the domain is your responsibility. 6.6 You confirm you have the right to use everything you send us (photos, logos, text), and that anything you ask us to say on your site is true. Don't send us photos or reviews you don't have permission to use.

7. Leaving: moving your domain and site

7.1 When the agreement ends and all fees are paid, we'll move your domain to a domain company of your choice (for .co.uk and .uk domains this is done by changing the domain's "IPS tag") or to an account in your name, within 10 working days of you asking. 7.2 We'll send you your site's files in a zip, and a list of your settings (Google profile links, any connected accounts). 7.3 We'll keep your site live until your service ends, then take it down. 7.4 If fees are unpaid when you leave, we'll still transfer your domain once they're paid. We will never hold your domain to stop you leaving.

8. Reviews

8.1 Any review requests we send for you will go only to your real customers, and will ask for an honest review. We won't write, buy or filter reviews, and we won't offer anything in return for positive ones. This is the law under the Digital Markets, Competition and Consumers Act 2024. 8.2 You're responsible for only giving us customers you actually did work for, who were told when they booked that they might get a text asking for a review and didn't say no (clause 10.5). 8.3 Every review request includes a simple way to opt out ("Reply STOP"). Anyone who opts out won't be sent another one.

9. Your customers' data

9.1 Your site and automations handle your customers' details (for example, the phone number of someone who called and you missed, a voicemail they left, or a name and message from a contact form). For this data, you are the "controller" and we are your "processor". Schedule 2 sets out how we handle it.

10. Your responsibilities

10.1 Tell us accurate information and let us know when things change (prices, areas, phone number). 10.2 Reply to enquiries the site sends you. The site and automations help you get messages; they don't answer them for you. 10.3 Missed-call text-back needs your phone's divert switched on. Please: - keep the divert codes we set up together switched on, and tell us before you change your phone, number or network, so we can set it up again; - know that the divert replaces your network voicemail. Callers can still leave a message with our system, and we text you a link to listen to it straight away; - know that a diverted call is charged to you like a normal call to a UK mobile. On most UK plans it comes out of your inclusive minutes; we'll check your plan with you before switching it on; - if you ever need to turn it off in a hurry, dial ##002# and tell us. 10.4 Don't use the service for anything unlawful, including sending marketing texts to people who haven't agreed to them. 10.5 Review requests. When a customer books, tell them they may get one text after the job asking for a review, and that they can say no. (We'll give you a one-line script and wording for your invoices.) Only pass us customers who didn't say no. This keeps review requests within the law on marketing texts (see Schedule 2).

11. Liability

11.1 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow us to limit. 11.2 We aren't responsible for lost jobs, lost profits, or loss of business, or for problems caused by things outside our reasonable control (for example, hosting, phone network or text provider outages, or changes Google makes). 11.3 Otherwise, our total liability to you in any 12 months is limited to the total fees you paid us in those 12 months.

12. Use of AI

12.1 We use AI tools to help write and build sites faster. A person (us) checks and approves everything before it goes live, and we're responsible for it.

13. Showing your site as an example

13.1 Once your site is live, we may show it (a link or screenshot) as an example of our work. If you'd rather we didn't, tell us and we'll stop.

14. Changes to these terms

14.1 We may update these terms. We'll give you at least 30 days' notice of any change that affects you. Changes don't increase your price during your minimum term or any price guarantee on your order.

15. General

15.1 These terms, your order and any founding addendum are the whole agreement between us. 15.2 Notices can be sent by email or WhatsApp to the details on your order. 15.3 English law applies, and the courts of England and Wales deal with any dispute. We'll always try to sort things out by talking first.

Schedule 1: What each plan includes

Text and phone usage: missed-call texts and review requests are included up to 200 texts a month on every plan with text-back, which is far more than a one-person business will use. We'll tell you before you get close.

Schedule 2: Data processing (your customers' data)

This is the part the law (UK GDPR, Article 28) says must be in writing when one business handles personal data for another.

1. What data: names, phone numbers, email addresses, messages and car/job details from people who contact you through your site, call your number, or receive a review request from you. For missed-call text-back this includes the caller's phone number, the time of the call, and the text of any reply they send, and any voicemail they leave (an audio recording).
2. Why: only to run your site and the automations in your plan (sending missed-call texts, passing on enquiries, replies and voicemails to you, sending review requests, building your monthly report). We don't use your customers' details for anything else, and we never contact them about our own business.
3. How long: for as long as you're a client. Voicemail recordings are deleted after 90 days (you'll already have had the link by text). When the agreement ends we'll send you a copy if you ask, then delete it within 30 days, unless the law requires us to keep it. This includes closing your text-back number and deleting its call and message logs and any recordings in Twilio.
4. We will:
5. only use the data as you instruct (these terms are your instructions);
6. make sure anyone working on it for us keeps it confidential;
7. keep it secure (strong passwords, two-step login on our accounts, encrypted connections);
8. not copy your customers' numbers out of the text provider into any other system, except forwarding enquiries and replies to you;
9. only use the suppliers listed below to help us, tell you before we add a new one, and make sure each one has proper data protection terms;
10. help you if a customer asks to see or delete their data;
11. tell you without undue delay (and within 48 hours) if we find a data breach affecting your customers;
12. give you the information you reasonably need to show you're following data protection law.
13. Suppliers we use (sub-processors):

Some of these suppliers store data outside the UK. Where they do, they use legally approved safeguards. For example, Twilio publishes a Data Protection Addendum and relies on Binding Corporate Rules for transfers. 6. Your part: you're responsible for having a lawful reason to use your customers' details, for telling customers about review texts at booking (clause 10.5), and for putting a short privacy notice on your site (we write it for you). We'll set texts up to be plain service messages, not adverts.

Rules for texts sent in your name (and why). UK law (PECR) treats marketing texts differently from service messages. The ICO says a neutral message giving people information they need is "more likely to be a service message", but anything that "actively promotes" an offer counts as marketing, even if that wasn't the main point.

A. Missed-call text-back: a service reply. Keep it neutral. - It only goes to someone who has just called you, once per missed call. - It says who you are, that you missed them, and that you'll call back. Nothing else. - No offers, discounts, links to deals, "book now and save", or reviews pitch. If a client asks for one, the answer is no: it would turn the text into marketing. - Standard wording (under 160 characters, plain characters only): - Mechanic / tyres: "Hi, it's [Business]. Sorry we missed your call, we're probably on a job. We'll ring you back soon. Reply with your reg and what you need." - Locksmith: "Hi, it's [Business]. Sorry we missed your call. If you're locked out, reply with your location and car and we'll call you right back." - Landlines and withheld numbers can't be texted; you get an alert to ring them back instead.

B. Review requests: treat as marketing, to be safe. The ICO hasn't clearly said where review requests sit, so we treat them as marketing and rely on the "soft opt-in". That only works if all three of these are true: 1. the person is an existing customer (you did a job for them); 2. they were told at booking that they might get a review text, and given a simple chance to say no (clause 10.5); 3. every text includes a free, simple opt-out. - Wording: "Hi [Name], thanks for using [Business] today. If you have a minute, an honest review helps us a lot: [link]. Reply STOP to opt out." - One request per job. No reminders unless they asked for one. No offers or rewards for reviewing. - Anyone who replies STOP: the reply is forwarded to you and to us, and they go on that client's do-not-text list before the next review request is sent.

C. MOT or service reminders: not in any plan yet. If we add them, the same rules as B apply.