These terms govern your use of the AI receptionist service provided by Active Clients Ltd (company number 17311564, registered in England and Wales, registered office: Suite A, 82 James Carter Road, Mildenhall, IP28 7DE), referred to here as "we", "us" or "Active Clients". By starting a trial or using the service, you ("the Client") agree to these terms.
Questions about these terms can be sent to benjamin.harvey@activeclients.co.uk.
We provide an AI receptionist that answers your calls, qualifies callers, captures enquiries, books appointments where your calendar system is compatible, transfers urgent and post-treatment calls to your nominated mobile, and sends you a summary after each call. Higher plans add appointment reminders, review requests and, on the Complete plan, outbound reactivation messaging and higher call volume with multi-practitioner support. We use call forwarding from your existing number; your phone number does not change.
Live calendar booking is available where you use Google Calendar or another compatible, calendar-friendly system, and is included on every plan. Where you use a closed booking system (for example Fresha, Phorest or Treatwell) or no system at all, the AI captures and confirms the enquiry and you complete the booking.
All prices are per month and are stated exclusive of VAT, which will be added where applicable. There is no setup fee and no per-call charge. We may change our prices on reasonable notice; any change will take effect from your next billing period after the notice.
Onboarding. After you submit an enquiry, we arrange a short onboarding call (around 20 minutes) to configure your AI receptionist. Following that call, we send you a secure payment link to take a valid payment card on file before your service goes live. No payment is taken at this stage.
2-week free trial. Your 14-day free trial begins on the date your AI receptionist goes live and starts handling calls for your clinic — not the date you submit an enquiry or the date your card is taken. No payment is taken during the trial.
Auto-conversion. At the end of the 14 days, your trial automatically converts to the plan you selected at sign-up — Starter, Growth or Complete. You are moved onto the plan you chose, not automatically to any other plan. Your first payment is taken at the point of conversion, and monthly thereafter.
Cancel during the trial. You may cancel at any point during the trial by emailing us before it ends, and you will not be charged.
We offer a 60-day money-back guarantee that begins on your first payment. If, within the first 60 days of paid service, the AI receptionist has not recovered at least the equivalent of its own cost in bookings for your clinic, you may request a full refund of the amounts you have paid during that period. To claim, email us within the 60-day window and we will process your refund. This guarantee is offered in good faith on the basis of genuine use of the service as intended.
After the trial, the service runs on a rolling monthly basis. You may cancel at any time by emailing benjamin.harvey@activeclients.co.uk. Cancellation takes effect immediately: we stop the service and no further payments are taken from that point. The current billing period you have already paid for is not refunded, except where the 60-day money-back guarantee in section 4 applies. There are no exit fees.
We aim to provide a reliable service and, in normal circumstances, to have you live within 48 hours of your setup call. The service depends on third-party telephony, AI, calendar and messaging providers, and we do not guarantee it will be uninterrupted or error-free. We will take reasonable steps to resolve any issues promptly.
We handle personal data in line with our Privacy Policy and applicable law. In respect of the callers and clients whose calls we handle, and the messages we send on your behalf, we act as your processor and you act as controller. A data processing agreement on our standard terms applies to that processing and forms part of these terms.
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot lawfully be limited. Subject to that, we are not liable for indirect or consequential loss, or for loss of profit, revenue, bookings or goodwill, and our total liability to you in any 12-month period is limited to the total fees you paid us in that period. The service supports your clinic; it does not replace your own professional judgement or clinical responsibilities.
We retain all rights in our software, systems and materials. You retain all rights in your own clinic content and data. Each party grants the other the permissions needed to deliver and use the service.
We may update these terms from time to time. Where changes are material, we will give you reasonable notice, and your continued use of the service after they take effect means you accept them.
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.