Terms of service
Wording last edited: 2026-09-28. Not yet published.
These terms are between Ordella and the business that buys it. If you rang a tradesperson and spoke to the agent, the privacy notice is the page you want.
docs/legal-review.md.1. These terms
These terms cover your use of the Ordella website and answering service. Using the service means you accept them. If you are signing up for a business, you are confirming you can agree on its behalf.
2. What the service does
An AI voice agent answers the calls you divert to it. It introduces itself with your business name, announces that the call may be recorded, takes the caller's name, number, address, postcode and problem, decides whether the job is urgent based on the rules you set, and either books it into your diary or passes it to you as a message.
It also sends confirmations by text and email, and chases the jobs you ask it to chase. It is not a person, and it does not claim to be one.
3. What it does not do
- It does not give advice or quote a price we made up. Anything it tells a caller about your services, prices, hours or patch comes from what you gave us.
- It is not an emergency service. If a caller is in danger they need 999, not a booking.
- It does not take payments from your callers.
4. Your side of it
- Keep your services, prices, hours and working area up to date. The agent says what you told it to say.
- Divert your number to us only where you are entitled to do so.
- Check your bookings and messages. We tell you; you turn up.
- Tell your own customers what they need to know about how their calls are handled, and deal with their questions about their own data.
- Do not use the service for anything unlawful, misleading or abusive.
5. Setting up, and changes
We set up your agent, your number and your calendar connection from what you give us during onboarding. Changes to what the agent says go through us, and we review them before they go live, so a change is not instant.
6. Fees, minutes and cancelling
Plans are billed monthly in advance through Stripe. Each plan includes a number of call minutes. Your current price and included minutes are the ones shown on the pricing page and in your dashboard when you subscribe — they are not written into these terms, because they change.
You can cancel at any time. Cancelling takes effect at the end of the month you have paid for.
7. Availability
We do not promise uninterrupted service, and we do not offer a service credit. Phone networks and the suppliers listed in our privacy notice are outside our control. Where we can give notice of planned maintenance, we will.
8. Recordings and data
Every call opens with a recording announcement. Audio is deleted after 90 days and transcripts after 12 months, as set out in the privacy notice. A caller can ask us to remove their details, and we do that without cancelling the job in your diary — you keep the appointment, stripped of their personal detail. How we handle the data, and the split of responsibility between us, is in the data-processing statement.
9. If something goes wrong
Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.
10. Ending the agreement
You can stop using the service at any time. We can suspend or end it if you do not pay, or if the service is being used unlawfully or abusively. When it ends we stop answering your calls, and your data follows the retention periods in the privacy notice.
11. Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.