Terms of service

Last updated 30 October 2026

These terms are between [Company name to be added] (“we”) and the business or agency that opens a Calltrail account (“you”). By using Calltrail you agree to them. They apply only to business customers, not consumers.

1. The service

Calltrail provides tracking phone numbers, call routing and recording, website call tracking, transcripts and AI summaries, reports, alerts and integrations. We may improve and change features; if we remove something you rely on, we will give you reasonable notice.

2. Your account

• Keep logins secure and tell us straight away if you think someone else has access.
• You are responsible for what people you invite do in your account. Give each person only the access they need.
• If you are an agency, you confirm you are authorised by each client to set up and manage Calltrail for them.

3. Phone numbers

• Numbers are provided through our telecoms partners and must be registered to a verified UK business. The details you give must be accurate.
• You may use numbers only for your own business or your clients' businesses. We do not own the number ranges, and a regulator or carrier may require a number to be changed or withdrawn; we will tell you as soon as we can.
• If you close your account you can ask us to help move numbers to another provider where the carrier allows it.

4. Recording, consent and the law

• You are the controller of your callers' and website visitors' personal data. You must have a lawful basis, tell people about call recording (our recording notice plays before recording starts unless you switch it off, which you may only do where the law allows), and have a cookie banner where needed.
• You must not use Calltrail for nuisance or unsolicited calls or texts, to break the Privacy and Electronic Communications Regulations, Ofcom rules or any other law, or to record people unlawfully.
• Our data processing terms form part of these terms and apply to personal data we process for you.

5. AI features

Transcripts and summaries are produced automatically and can contain mistakes. Check them before relying on them. Suggested lead stages only change anything when a person accepts them.

6. Fees

Fees are as shown in your account or agreed in writing, and may include monthly charges per number and charges for call minutes, texts and transcription. We will give you at least 30 days' notice of price changes. Unpaid invoices may lead to suspension after we have told you and given you a reasonable chance to pay.

7. Availability and support

We work to keep Calltrail available at all times and design call routing so that, if our systems are unavailable, calls still reach your phone where the carrier supports it. We cannot promise the service will never be interrupted, including by carriers, networks or providers outside our control.

8. Liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot be limited by law.
• Neither of us is liable for loss of profit, revenue, business or goodwill, or for indirect losses.
• Otherwise, our total liability in any 12 months is limited to the fees you paid us in that period.

9. Ending the service

You can close your account at any time. We may suspend or close an account that breaks these terms, after warning you where reasonable. After closing you have 30 days to export your data; then we delete it as described in our privacy policy.

10. General

We may update these terms and will tell you about significant changes at least 30 days in advance. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Contact: privacy@calltrail.co.uk, [registered office address].