Terms of Service

These Terms of Service (“Terms”) are a contract between The Local Post Media Ltd, a company registered in England and Wales of 128 City Road, London, United Kingdom, EC1V 2NX, trading as Extra Hands (“we”, “us”), and the business that creates an account (“you”, “your organization”). By creating an account, paying for, or using Extra Hands, you accept these Terms on behalf of that business. If you do not agree, do not use the service. Our Privacy Policy and Data Processing Addendum are part of these Terms.

Extra Hands is an AI front desk: it answers phone calls, SMS, WhatsApp messages and web chat for your business, captures leads, and books appointments into a connected calendar, using AI models and the third-party providers listed in our Privacy Policy. Some features (for example WhatsApp, phone numbers, or calendar booking) depend on you completing setup with the relevant provider and are not available until you do.

You must give accurate information when you sign up, keep your login details confidential, and tell us promptly if you suspect unauthorised access. You are responsible for everything that happens under your account, including actions taken by team members you invite. You must be old enough, and have the authority, to bind the business you are signing up on behalf of.

Because Extra Hands acts on your instructions when it talks to your own customers, you are responsible for:

• The accuracy of the business information you provide or approve (services, prices, hours, policies) — the AI answers from what it has been given.
• Complying with the law that applies to how you contact your own customers by phone, SMS, WhatsApp and web chat, including obtaining any consent required for automated or AI-assisted communications, telemarketing rules, and any requirement in your jurisdiction to disclose that a caller or recipient may be interacting with an AI system.
• Having a lawful basis, under data protection law, for the personal data of your own customers that you have us process on your behalf (see our Data Processing Addendum).
• Reviewing what the AI drafts about your business before it goes live, and monitoring the inbox and calls, since Extra Hands can hand a conversation to a person but cannot resolve everything on its own.
• Not using the service for anything unlawful, fraudulent, abusive, or for unsolicited bulk messaging (spam), harassment, or to contact people who have not consented to be contacted where consent is legally required.

• Plans, prices and what is included are shown at checkout and on your Billing page. Payments are processed by Whop; we never see or store your full card details.
• Subscriptions renew automatically at the price shown for your plan until you cancel. An introductory first-month price, where offered, applies once per business.
• You can cancel any time from your Billing page; cancellation takes effect at the end of the current billing period, and you keep access until then.
• Fees are exclusive of VAT and any other applicable taxes, which are added where required.
• Except where the law gives you a right to a refund, fees already paid are non-refundable, including for a partial period.
• Each plan includes a monthly allowance of call minutes, messages and locations; if usage above the allowance is charged, this will be shown clearly on your Billing page before it applies.

You must not, and must not let anyone else, using your account:

• Reverse engineer, decompile, or attempt to extract the models or source code behind the service;
• Resell, sublicense or provide the service to a third party as your own product, except to serve your own customers as intended;
• Probe, scan or attempt to bypass the security or rate limits of the service;
• Upload malware, or content that infringes someone else’s rights, is defamatory, or is unlawful in the place it is sent;
• Use the service to make or facilitate calls or messages that break telemarketing, robocall or anti-spam law.

We may suspend or terminate an account that we reasonably believe breaches this section, with notice where practical.

We and our licensors own the service, including its software, design and the Extra Hands name and mark. You own your business data and the content you provide us. You grant us a licence to use, host, process and display that content only to provide the service to you. We claim no ownership over your data.

If you choose to record your own voice so the phone agent sounds like you, you confirm the voice is your own or that you have the right to have it cloned, and you consent to it being processed by our voice provider for that purpose. You can delete a cloned voice from the app at any time; see the in-product notice for what is and is not retained by our voice provider.

We aim to keep the service available and will give notice of planned maintenance where practical, but we do not guarantee uninterrupted availability. We may change, add to or remove features as the service develops; we will tell you in advance of a change that materially reduces what your plan includes.

The service is provided “as is”. AI-generated answers, summaries and drafted business information can be wrong; you are responsible for reviewing and correcting them before they reach your customers. To the fullest extent the law allows, we exclude all implied warranties, including fitness for a particular purpose. Nothing in these Terms excludes liability that cannot lawfully be excluded, such as for death or personal injury caused by our negligence, or for fraud.

To the fullest extent the law allows, neither party is liable to the other for indirect or consequential loss, or for loss of profits, revenue, business or data. Each party’s total liability arising out of or in connection with these Terms in any 12-month period is limited to the fees you paid us in that period. This limitation does not apply to your payment obligations, a breach of section 6 (Acceptable use), or liability that cannot lawfully be limited.

Either party can terminate for convenience by cancelling the subscription (section 5). We may suspend or terminate immediately for a material breach, non-payment, or where required by law or a provider we depend on. On termination, your right to use the service ends; you can export your data beforehand, and it will otherwise be deleted in line with our Privacy Policy.

These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute, without prejudice to any mandatory consumer protections of your own country that cannot be contracted out of.

We may update these Terms from time to time. If a change is material, we will give account holders reasonable notice by email or in-app before it takes effect. Continuing to use the service after a change takes effect means you accept it.

The Local Post Media Ltd, 128 City Road, London, United Kingdom, EC1V 2NX. legal@extrahands.io.