Terms of Service — Aurex Horizon

Introduction

These Terms of Service ("Terms") are a legally binding agreement between Aurex Horizon and the business that subscribes to, accesses or uses our AI receptionist platform and related services ("Client", "you", "your"). By creating an account, connecting telephone lines to our platform, or using any part of the service, you agree to these Terms.

1. Business-to-business scope

Aurex Horizon is a business service. We provide an AI receptionist, call triage, appointment scheduling support and job dispatch information for trade and commercial firms. The service is not offered for personal or household use by the account holder. You confirm you have authority to bind your business to these Terms.

2. The service

The service includes: automated answering of your inbound calls by our AI receptionist; spoken conversation with callers; identification of urgent breakdowns, safety issues and routine requests; recording and transcription of calls; a structured job summary after each call, delivered to the business owner and, where you configure it, to the engineer assigned to the job; appointment scheduling support based on the hours, coverage areas and rules you set; and, where enabled, an SMS to the customer confirming their booking. The customer does not receive the internal job summary.

3. Data protection roles

When the service processes caller information on your behalf, you are the data controller and Aurex Horizon is your data processor, acting only on your documented instructions and under our Data Processing Agreement, which forms part of your contract with us. Our handling of personal data is described in our Privacy Policy.

Our system is designed to spot callers who may need extra care or urgent help, including vulnerable customers, and to prioritise them in the information passed to you. Final decisions about how a job is handled always rest with your business.

4. Emergencies and safety

Aurex Horizon is a communications and software service. We are not an emergency service, and we do not attend properties. Where a caller describes a serious hazard, such as a gas escape or a carbon monoxide alarm, our scripts give immediate safety advice, including directing the caller to the National Gas Emergency Service (0800 111 999) or the emergency services as appropriate. You remain solely responsible for attending jobs safely, using appropriately certified engineers (for example Gas Safe registered engineers where the law requires), and maintaining your own insurance.

5. Telephony and call recording

The service records and transcribes inbound calls. You are responsible for your telephone numbers, forwarding arrangements and call routing into the platform, and for meeting your own legal duties about notifying callers that calls are answered by an automated system and may be recorded. Our receptionist identifies itself and gives a data protection notice at the start of each call.

6. Your account and settings

You are responsible for keeping account credentials confidential, for the access rights you grant your staff, and for the accuracy of the settings you enter, including coverage postcodes, opening hours, engineer assignments and booking rules. Job summaries and bookings are produced from those settings.

7. Fees and billing

Fees are charged as set out in your subscription plan or service agreement, including any included inbound minutes and messages and any overage charges described there. Subscriptions renew on their stated cycle until cancelled under your agreement. Standard retention of call recordings and transcripts is as described in the Privacy Policy; extended retention can be arranged and may be charged.

8. Acceptable use

You must not use the service for unlawful, deceptive or unsolicited marketing calls; to harass any person; to attempt to reverse-engineer, copy or compromise the platform or its AI models and prompts; or in breach of applicable trade, licensing or consumer protection law.

9. Intellectual property

Aurex Horizon and its licensors own the platform, software, workflows, AI models, interfaces, documentation and branding. You keep all rights in your own business records, customer lists and data, which we use only to provide the service to you.

10. Availability

We use enterprise-grade infrastructure and aim for high availability, but we do not guarantee uninterrupted or error-free operation. Availability can be affected by maintenance and by outages in upstream hosting, telecommunications or speech services outside our control.

11. Liability

To the maximum extent the law allows, neither party is liable for indirect or consequential loss, including loss of profits, revenue or goodwill. Our total liability under these Terms is limited to the fees you paid us in the twelve months before the event giving rise to the claim. Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot legally be limited.

12. Term and termination

These Terms apply while you use the service. Either party may end the subscription as its agreement allows. We may suspend or end access immediately for material breach, unpaid fees, or a security risk to the platform. On termination, personal data is returned or deleted in line with the Data Processing Agreement.

13. Governing law

These Terms, and any agreement for the service, are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.

14. Contact

Legal and compliance enquiries: compliance@aurexhorizon.com

General enquiries: contact@aurexhorizon.com

Website: www.aurexhorizon.com