Website Terms & Conditions

These Website Terms and Conditions ("Website T&Cs") govern your use of the ferrison.com website and any Ferrison-branded web pages (collectively, the "Website"). The Website is operated by Ferrison Ltd (trading as "Ferrison"), a company registered in England and Wales (company number: 17227541) ("Ferrison", "we", "us", or "our").

By accessing or using the Website, you confirm that you have read, understood, and agree to be bound by these Website T&Cs. If you do not agree, please do not use the Website.

These Website T&Cs apply to all visitors and users of the Website, wherever located, including visitors in the United Kingdom, the European Economic Area, and the United States. They are separate from the Ferrison Terms of Service, which govern access to and use of the Ferrison software platform by registered subscribers.

Use of the Website

1. You may use the Website for lawful purposes only and in a manner consistent with all applicable local, national, and international laws and regulations.
2. You must not use the Website in any way that is unlawful, harmful, fraudulent, deceptive, or abusive, or that interferes with or disrupts the Website or its servers or networks.
3. You must not attempt to gain unauthorised access to any part of the Website, any server or network connected to the Website, or any account, computer system, or network associated with the Website.
4. You must not use the Website to transmit or distribute any malicious code, viruses, worms, Trojan horses, spam, or other harmful or disruptive material.
5. You must not use automated tools (including bots, scrapers, or crawlers) to access or collect data from the Website without our prior written consent.

Intellectual property

1. All content on the Website, including but not limited to text, graphics, logos, icons, images, audio clips, digital downloads, data compilations, and software, is the property of Ferrison or its content suppliers and is protected by applicable intellectual property laws, including copyright, trade mark, and database rights.
2. The Ferrison name, logo, and all related marks are trade marks of Ferrison Ltd (pending or registered as applicable). You may not use any Ferrison trade marks, logos, or branding without our prior written consent.
3. You may view, download, and print pages from the Website solely for your own personal, non-commercial use, provided that you retain all copyright and proprietary notices, do not reproduce or distribute such content for commercial purposes, and do not present such content as your own work.
4. Nothing in these Website T&Cs grants you any licence to use Ferrison's intellectual property except as expressly stated.

Disclaimer of warranties

1. The Website and all content on it are provided on an "as is" and "as available" basis, without any warranties of any kind, express or implied. To the fullest extent permitted by applicable law, Ferrison disclaims all warranties, including warranties of merchantability, fitness for a particular purpose, non-infringement, and accuracy.
2. While we take reasonable steps to ensure the accuracy and currency of information on the Website, we do not warrant that the Website or any content on it is accurate, complete, up to date, or free from errors or omissions. The content on the Website is for general information purposes only and does not constitute professional, legal, financial, medical, or other advice.
3. Ferrison does not warrant that the Website will be continuously available, uninterrupted, secure, or free from errors or viruses. We reserve the right to withdraw, suspend, or modify the Website at any time without notice.

Limitation of liability

1. Nothing in these Website T&Cs excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded or limited by applicable law.
2. Subject to clause 4.1, to the fullest extent permitted by applicable law, Ferrison shall not be liable for any:
   INDIRECT, CONSEQUENTIAL, SPECIAL, OR PUNITIVE LOSSES OR DAMAGES; LOSS OF PROFITS, REVENUE, DATA, BUSINESS, GOODWILL, OR ANTICIPATED SAVINGS; OR LOSSES ARISING FROM YOUR RELIANCE ON ANY INFORMATION ON THE WEBSITE, HOWEVER CAUSED.
3. Subject to clause 4.1, Ferrison's total aggregate liability to you arising out of or in connection with these Website T&Cs or your use of the Website shall not exceed one hundred pounds (£100) or one hundred US dollars (US$100), whichever applies to you.

Third-party links and content

1. The Website may contain links to third-party websites or resources. These links are provided for your convenience only. Ferrison does not endorse, control, or take responsibility for the content, privacy practices, or terms of any third-party website. You access third-party websites entirely at your own risk.
2. The Website may include content from third parties (such as embedded social media posts or customer testimonials). Ferrison is not responsible for and does not endorse any third-party content.

Privacy and cookies

1. Your use of the Website is also governed by our Privacy Policy, which is incorporated into these Website T&Cs by reference.
2. Our use of cookies on the Website is described in the Privacy Policy. By continuing to use the Website, you consent to our use of cookies as described in that Policy, where consent is required.

Prohibited uses

Without limiting the above, you must not use the Website to:

• post, upload, or distribute any content that is unlawful, defamatory, obscene, pornographic, offensive, or abusive, or that violates the rights of any third party;
• impersonate any person or entity or misrepresent your affiliation with any person or entity;
• collect or harvest personal data about other users of the Website without their consent;
• send unsolicited communications (spam) to any person via the Website; or
• engage in any conduct that restricts or inhibits anyone's use or enjoyment of the Website.

Changes to the Website and these T&Cs

1. We reserve the right to update or modify the Website at any time and without notice. We may add, remove, or change features, content, or functionality.
2. We may revise these Website T&Cs at any time by updating this page. The revised T&Cs will be effective immediately upon posting. Your continued use of the Website after any changes are posted constitutes your acceptance of the revised T&Cs. We encourage you to check this page periodically.

Suspension and termination of access

1. We reserve the right to restrict, suspend, or terminate your access to the Website at any time without notice if we reasonably believe that you have breached these Website T&Cs or applicable law, or that your access is causing harm to the Website or other users.

Governing law and jurisdiction

1. These Website T&Cs and any disputes arising out of or in connection with your use of the Website shall be governed by and construed in accordance with the laws of England and Wales.
2. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Website T&Cs, except where you are a consumer resident in another country (including a US state) whose local consumer protection laws provide for exclusive jurisdiction in your home courts, in which case those laws will apply.

General

1. Severability. If any provision of these Website T&Cs is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
2. Waiver. Our failure to enforce any provision of these Website T&Cs shall not constitute a waiver of our right to enforce that provision in the future.
3. No partnership. These Website T&Cs do not create any partnership, joint venture, employment, or agency relationship between you and Ferrison.
4. Third-party rights. These Website T&Cs do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

Contact us

If you have any questions about these Website T&Cs or our Website, please contact:

Privacy Policy

This Privacy Policy explains how Ferrison Ltd (trading as "Ferrison"), a company registered in England and Wales (company number: 17227541) ("Ferrison", "we", "us", or "our") collects, uses, shares, and protects personal data in connection with the Ferrison platform and website.

We are committed to protecting your privacy and processing your personal data in accordance with the UK General Data Protection Regulation ("UK GDPR"), the Data Protection Act 2018, the EU General Data Protection Regulation ("EU GDPR") where applicable, the California Consumer Privacy Act as amended by the California Privacy Rights Act ("CCPA/CPRA") and other US state privacy laws where applicable, and other applicable data protection laws.

Who are we

Ferrison is a B2B SaaS platform that enables small businesses to deploy a single AI-powered assistant across their telephone lines and messaging channels (including SMS text messaging), with built-in appointment booking. When you interact with Ferrison, whether as a business customer, a website visitor, or a caller or texter who has reached a business using our platform, this Policy explains how we handle your personal data.

This Policy applies to:

• Platform Users: employees, administrators, or representatives of businesses ("Customers") who access and use the Ferrison platform to manage AI assistants;
• Website Visitors: individuals who visit ferrison.com or any Ferrison-branded web pages; and
• End Users: individuals who place telephone calls to, or exchange text messages with, a Ferrison AI Agent on behalf of a Customer (referred to in this Policy as "Callers" whether they call or text).

If you are an End User, please note that the business whose AI Agent handled your call or message (the Customer) is the data controller for your personal data in relation to that interaction, and you should also refer to that business's own privacy notice. Ferrison processes End User data as a data processor (a "service provider" under US law) on the Customer's behalf.

What this policy applies to

Where we refer to Data Protection Law in this Policy, this means the UK GDPR, the Data Protection Act 2018, the EU GDPR (where applicable), the CCPA/CPRA and other US state privacy laws (where applicable), and any other applicable privacy or data protection laws, in each case as amended or updated from time to time, and any successor legislation.

Your privacy is important to us. We will process your data in accordance with Data Protection Law. This means the personal information we hold about you must be:

• Used lawfully, fairly, and in a transparent way;
• Collected only for valid purposes that we have clearly explained to you, and not used in any way that is incompatible with those purposes;
• Relevant to the purposes we have told you about and limited only to those purposes;
• Accurate and kept up to date;
• Kept only as long as necessary for the purposes we have told you about; and
• Kept securely.

Data controller and data processor

For personal data relating to Platform Users and Website Visitors, Ferrison acts as an independent data controller (a "business" under the CCPA/CPRA).

For personal data relating to Callers and texters (End Users) processed via the AI Agent infrastructure, Ferrison acts as a data processor (a "service provider" under US law) on behalf of the Customer (who is the data controller / "business"). The Customer determines why and how End User data is processed; Ferrison merely processes it on their documented instructions and does not sell or share it, retain it, or use it for any purpose other than providing the Service.

If you have queries about how a specific Customer processes your data as an End User, please contact that Customer directly.

Personal data we collect

Platform Users (Business Accounts)

When you register for or use the Ferrison platform, we collect:

• Identity data: first name, last name, job title;
• Contact data: email address, phone number;
• Account credentials: hashed password (or Google account ID for Google SSO users);
• Business data: business name, business address, industry, telephone numbers provisioned through the platform;
• Usage data: features accessed, configuration settings, AI Agent settings, knowledge-base content you upload, booking and availability settings, and the activity / event log of actions taken in your account;
• Technical data: IP address, browser type and version, device type, operating system, login timestamps, session identifiers; and
• Financial data: billing contact details, credit (wallet) balance and transaction history, and payment records. Full payment card details are handled by our payment processor (Stripe) and are not stored by Ferrison.

Callers and texters (End Users)

When an individual calls or sends a text message to a telephone number managed through the Ferrison platform, messages a Customer on Facebook Messenger or Instagram, or chats, books, orders or enquires on a Ferrison-hosted booking page or a Customer's website chat widget, we (on behalf of the relevant Customer) may process:

• The End User's telephone number (caller ID / sender number);
• Date, time, and duration of the call or message exchange;
• Voice audio: for telephone calls, the live audio stream is processed in real time to generate the AI response and the transcript. Ferrison does not store audio recordings of calls; only the text transcript is retained;
• Transcript and message content: a text transcript of a voice conversation, and the content of text messages exchanged between the End User and the AI Agent; and
• Any information volunteered by the End User during the conversation, such as name, booking details, contact details, or queries;
• Messenger and Instagram: the platform-specific identifier Meta assigns to the End User for that business, and the messages exchanged; and
• Web chat and booking pages: a chat session identifier, a hashed (not stored in readable form) IP address used to prevent abuse, and the email address or mobile number to which a one-time confirmation code is sent.

Website Visitors

• Technical data: IP address, browser type, pages visited, referral source, and session duration; and
• Cookie data: as described in the Cookies section below.

How we collect personal data

• Directly from you: when you register for an account, complete the onboarding wizard, configure your AI Agent, fund your credit wallet, or contact us by email or other means;
• Automatically: through your use of the platform, our website, and cookies and similar technologies;
• From third parties: Google (where you use Google Sign-In to create or access your account; your business's public Google listing, which we look up during onboarding; and, where you connect it, Google Calendar, as described below), Meta (where you connect a Facebook Page or Instagram account) and Stripe (payment and fraud-prevention status relating to your transactions);
• From your website: during onboarding we read the public text of the website on your Google listing to draft your assistant's description; and
• Via the AI Agent: transcripts and message content are generated in real time when End Users call, text, message or chat with your AI Agent, through the Twilio, Meta and OpenAI integrations described below.

How we use your personal data

Platform Users

We use Platform User personal data for the following purposes:

• To create and manage your account and provide you with access to the platform (lawful basis: performance of a contract);
• To process credit purchases, manage your wallet balance, operate auto-recharge, and manage billing (lawful basis: performance of a contract);
• To communicate with you about your account, service updates, and technical notices (lawful basis: performance of a contract / legitimate interests);
• To provide customer support (lawful basis: legitimate interests);
• To improve and develop the platform, including by analysing usage patterns and aggregated data (lawful basis: legitimate interests);
• To detect and prevent fraud, security incidents, and abuse (lawful basis: legitimate interests / compliance with legal obligations);
• To comply with legal and regulatory obligations (lawful basis: compliance with legal obligations); and
• To send you marketing communications about Ferrison products and services, where you have opted in or where we have a legitimate interest in doing so and you have not opted out (lawful basis: consent / legitimate interests).

Callers and texters (End Users)

Ferrison processes End User data as a data processor / service provider on the instructions of Customers. The Customer determines the lawful basis for processing End User data. Ferrison uses End User data solely to:

• Provide the AI assistant service to the Customer, including generating real-time AI voice and text responses to End User queries and managing appointment bookings; and
• Store transcripts and message content for the Customer to access via the dashboard.

Ferrison does not sell or share End User data, does not use it for its own marketing, and does not use it to train AI models for any party.

Google user data (Google Calendar)

If you choose to connect a Google account to sync your bookings with Google Calendar, Ferrison asks Google for permission to see the list of calendars in that account and to view and edit events on them. We use that access only to provide the calendar sync you have switched on:

• What we read: the email address of the Google account you connect, so you can see which account is linked; the names of your calendars, so you can choose which calendar belongs to which member of staff; and, for the calendars you map, the start and end times and busy/free status of their events, so Ferrison does not offer those times to customers. We do not store the titles, descriptions, locations or attendees of events Ferrison did not create;
• What we write: an event for each Ferrison booking with a mapped member of staff, showing the service, the customer's first name and the booking reference, which we update or remove when the booking changes or is cancelled;
• How we store it: your Google refresh token is encrypted before it is stored. Busy times are stored as start and end times only;
• Deletion: when you disconnect Google Calendar in the dashboard we ask Google to revoke our access, delete the stored token, and delete the busy times we imported. You can also remove Ferrison's access at any time from your Google Account's security settings.

We do not use Google user data for advertising, we do not sell it, we do not use it to train or improve AI models, and we do not allow people to read it except where you ask us to for support, where it is needed for security, or where the law requires it. Ferrison's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Website Visitors

We use Website Visitor data to operate and improve our website, analyse traffic, and ensure security (lawful basis: legitimate interests).

Notice at collection (US residents)

This section provides the "notice at collection" required under the CCPA/CPRA. It describes the categories of personal information Ferrison collects from Platform Users and Website Visitors as a business, the purposes for which it is used, and the retention applied. We do not sell or share (for cross-context behavioural advertising) any of these categories, and we do not collect this information for those purposes.

CCPA category	Examples we collect	Purpose	Retained
Identifiers	Name, email, phone number, account ID, IP address	Account creation, login, support, security	Account life + 7 years
Customer records / commercial information	Business details, credit balance, transaction history	Billing, fraud prevention, accounting	Account life + 7 years
Internet / network activity	Usage logs, feature interactions, session data, activity log	Service delivery, analytics, security	Up to 26 months
Audio / electronic information	Live call audio (transient), call transcripts, message content (processed as a service provider for Customers)	Providing the AI assistant service to the Customer	Per Customer's instructions; audio not stored
Professional / employment information	Job title, employer (the Customer)	Account administration	Account life + 7 years

We do not knowingly collect "sensitive personal information" as defined by the CCPA/CPRA for the purpose of inferring characteristics about an individual. We do not use or disclose sensitive personal information for any purpose other than those permitted under the CCPA/CPRA.

Sharing your personal data

Sub-processors and service providers

We engage third-party sub-processors to help us deliver the Service. These include providers of telephony and messaging (SMS) infrastructure, social messaging (Facebook Messenger and Instagram), AI model processing, user authentication, calendar sync (where you connect it), payment processing, transactional email, cloud hosting and infrastructure, website platform services, and customer communication tools. Each sub-processor is bound by a data processing agreement requiring them to protect your data to a standard consistent with applicable law.

A current list of our sub-processors, including their location and the safeguard used for any international data transfer, is available at ferrison.com/sub-processors. We will update that list and notify you of any material changes before a new sub-processor starts processing your data.

Business transfers

If Ferrison is involved in a merger, acquisition, financing, or sale of assets, your personal data may be transferred to a successor entity as part of that transaction, subject to equivalent privacy protections.

Legal and regulatory disclosures

We may disclose personal data where required to do so by law, court order, or at the request of a competent regulatory authority, or where necessary to protect the rights, property, or safety of Ferrison, its customers, or others.

No sale or sharing of personal data

We do not sell personal data, and we do not share personal data for cross-context behavioural advertising, within the meaning of the CCPA/CPRA or any other US state privacy law. We have not done so in the preceding twelve (12) months. We do not permit third-party advertising networks to access personal data processed through the Ferrison platform.

International data transfers

The sub-processors listed above are based in the United States. When we transfer personal data from the United Kingdom or European Economic Area to these processors, we ensure that appropriate safeguards are in place, including:

• Standard Contractual Clauses (SCCs) approved by the UK Information Commissioner's Office (UK SCCs / IDTA) and/or the European Commission;
• Data processing agreements that incorporate the required safeguards; and
• Where applicable, reliance on adequacy decisions or other permitted transfer mechanisms under UK and EU data protection law.

Ferrison hosts and processes data using infrastructure located in the United States. We do not represent that personal data is stored within the United Kingdom, the European Economic Area, or any particular jurisdiction. You may request a copy of the transfer safeguards we have in place by contacting us at info@ferrison.com.

Data retention

We retain personal data for as long as necessary to fulfil the purposes set out in this Policy, and in any event for the following minimum periods:

• Account data (Platform Users): for the duration of the Customer's subscription and for seven (7) years after termination of the account (to satisfy tax and accounting obligations);
• Transcripts, message content, and analytics: for the duration of the Customer's subscription period, unless the Customer requests earlier deletion or instructs a shorter retention period;
• Call audio: not stored; processed transiently in real time only;
• Website visitor data and analytics: up to 26 months from collection, in anonymised or aggregated form thereafter;
• Marketing consent records: for as long as you remain a subscriber or until you withdraw consent, plus a reasonable period thereafter for compliance purposes; and
• Legal and compliance records: as required by applicable law, which may extend beyond the periods above.

When personal data is no longer needed, we will securely delete or anonymise it.

Your rights

UK and EU residents

If you are located in the United Kingdom or European Economic Area, you have the following rights under UK GDPR / EU GDPR:

To exercise any of these rights, please contact us at info@ferrison.com. We will respond within one month of receipt of your request. We may ask you to verify your identity before processing your request.

Right to lodge a complaint

UK residents have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

EU residents have the right to lodge a complaint with the supervisory authority in their EU member state of residence.

California residents (CCPA / CPRA)

If you are a California resident, you have the following rights under the California Consumer Privacy Act as amended by the California Privacy Rights Act:

• Right to know / access: to request disclosure of the categories and specific pieces of personal information we have collected, the categories of sources, the business or commercial purpose for collecting it, and the categories of third parties to whom it is disclosed;
• Right to delete: to request deletion of personal information we have collected from you, subject to certain exceptions;
• Right to correct: to request correction of inaccurate personal information;
• Right to opt out of sale or sharing: we do not sell personal information and do not share it for cross-context behavioural advertising, so no opt-out is necessary; however, you may still submit a request and we will confirm our practice;
• Right to limit use of sensitive personal information: we do not use or disclose sensitive personal information beyond the purposes permitted by the CCPA/CPRA, so no limitation request is necessary; and
• Right to non-discrimination: we will not discriminate against you for exercising any of your rights, and we do not offer financial incentives in exchange for personal information.

How to submit a request. You may submit a request by emailing info@ferrison.com with the subject line "CALIFORNIA PRIVACY REQUEST", or by using the contact details in the Contact Us section. We will acknowledge your request within ten (10) business days and respond within forty-five (45) days (extendable by a further 45 days where reasonably necessary, with notice). We will verify your identity before fulfilling a request to know, delete, or correct.

Authorised agents. You may use an authorised agent to submit a request on your behalf. We may require the agent to provide proof of authorisation and may require you to verify your own identity directly with us.

"Shine the Light". California Civil Code § 1798.83 permits California residents to request information about disclosure of personal information to third parties for their direct marketing purposes. We do not disclose personal information to third parties for their direct marketing purposes.

Other US state residents

If you are a resident of Virginia, Colorado, Connecticut, Utah, Texas, Oregon, Montana, or another US state with a comprehensive privacy law in force, you may have rights to access, correct, delete, and obtain a portable copy of your personal data, and to opt out of targeted advertising, the sale of personal data, and certain profiling. We do not sell personal data, engage in targeted advertising, or carry out profiling that produces legal or similarly significant effects. To exercise your rights, contact us at info@ferrison.com. If we decline a request, you may appeal by replying to our decision; if your appeal is denied, you may contact your state Attorney General.

Other jurisdictions

If you are located in a jurisdiction with specific data protection rights not covered above (including Canada, Australia, Brazil, or other jurisdictions with applicable privacy laws), you may contact us at info@ferrison.com to exercise any rights afforded to you under applicable local law.

Data security

We implement appropriate technical and organisational security measures to protect personal data against unauthorised access, alteration, disclosure, or destruction. These measures include:

• Encryption of data in transit using TLS;
• Secure password storage using bcrypt hashing;
• JWT-based authentication with short-lived access tokens;
• Role-based access controls within the platform;
• Regular security monitoring and logging; and
• Data processing agreements with all third-party sub-processors.

No method of transmission over the internet is 100% secure. In the event of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify the relevant supervisory authority and affected individuals in accordance with applicable law.

Cookies and similar technologies

Our website and platform may use cookies and similar tracking technologies to enhance your experience, analyse usage, and for security purposes.

• Strictly necessary cookies: required for the platform to function (e.g., session authentication tokens). These cannot be disabled.
• Analytics cookies: help us understand how visitors use our website and platform. These are set only with your consent where required.
• Preference cookies: remember your settings and preferences.

You can manage your cookie preferences through your browser settings or any cookie consent tool we provide. Please note that disabling certain cookies may affect the functionality of the platform.

Children's privacy

The Ferrison platform is a business-to-business service intended solely for use by adults acting on behalf of commercial entities. We do not knowingly collect personal data from individuals under the age of 18 (or under 13 in the United States, in accordance with the Children's Online Privacy Protection Act). If you believe we may have collected data from a minor, please contact us at info@ferrison.com.

Third-party links

Our website or platform may contain links to third-party websites or services. This Privacy Policy does not apply to those third parties' websites or services. We encourage you to review the privacy policies of any third-party sites you visit.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify Platform Users of material changes by email or in-app notification at least 14 days before the changes take effect. The "Last updated" date at the top of this Policy indicates when it was most recently revised.

Contact us

If you have any questions, concerns, or requests relating to this Privacy Policy or our processing of your personal data, please contact:

We will do our best to respond to all legitimate enquiries within 30 days.

Terms of Service

These Terms of Service ("Agreement") govern your access to and use of the Ferrison platform and services. Please read them carefully before using the Service. By registering for or using the Service, you confirm that you have read, understood, and agree to be bound by this Agreement on behalf of the business entity you represent.

1. Definitions

In this Agreement, the following terms have the meanings set out below:

2. The Service

2.1 Scope of Service

1. Ferrison provides a cloud-based platform that enables Customers to deploy a single AI-powered assistant across inbound telephone lines, SMS messaging, Facebook Messenger and Instagram direct messaging, and web chat. The Service includes: AI Agent configuration and management; telephone number provisioning and management; real-time AI handling of voice calls, text messages, direct messages and web chats via the OpenAI APIs; Booking Pages and the embeddable website chat widget; appointment booking, order and enquiry capture, and availability management; booking confirmations, appointment reminders and review requests (where the Customer switches them on); optional Google Calendar synchronisation; analytics, reporting, and an activity / event log; and knowledge-base management.
2. The Service is provided on a software-as-a-service basis. Ferrison hosts and maintains the Platform and you access it via the internet. No software is delivered to you for installation.

2.2 Service Availability

1. Ferrison will use commercially reasonable efforts to make the Platform available 99.5% of the time in any calendar month, excluding scheduled maintenance and downtime caused by Third-Party Services or factors outside Ferrison's reasonable control.
2. Ferrison will endeavour to provide at least 48 hours' advance notice of scheduled maintenance that may affect Service availability. Emergency maintenance may be carried out without prior notice where necessary to protect the security or integrity of the Service.

2.3 Third-Party Services

1. The Platform integrates with Third-Party Services including Twilio, OpenAI, Stripe, Meta and Google. The availability and functionality of certain features depend on those third-party platforms. Ferrison does not warrant the continued availability, accuracy, or performance of any Third-Party Service and accepts no liability for any failure, degradation, or change in a Third-Party Service.
2. Your use of Third-Party Services integrated with the Platform may be subject to separate terms and conditions imposed by those third parties. By using the Service, you acknowledge that call audio, message data, and transcripts may be processed by Twilio, Meta and OpenAI, that calendar data you choose to connect may be processed by Google, and that payment data may be processed by Stripe, in accordance with their respective privacy policies and data processing agreements.

3. Account Registration and Security

1. To use the Service, you must register for an account and provide accurate, current, and complete information as prompted. You are responsible for keeping your account information up to date.
2. You must ensure that all Users are aware of and comply with this Agreement. You are responsible for all activity that occurs under your account, whether authorised or not.
3. You must implement reasonable security measures to prevent unauthorised access to your account and must notify Ferrison immediately at info@ferrison.com if you suspect any unauthorised access or security breach.
4. You may not share login credentials between multiple individuals or create accounts on behalf of third parties without their consent. Each User must be assigned their own login credentials.

4. Customer Obligations and Acceptable Use

4.1 General Obligations

1. You shall: use the Service only for lawful purposes and in accordance with this Agreement and applicable law; ensure that your use of the Service does not infringe the rights of any third party; and cooperate with Ferrison in any investigation relating to suspected misuse of the Service.
2. You shall not: use the Service to process calls or messages for businesses, industries, or purposes that are unlawful or that facilitate unlawful activity; attempt to reverse-engineer, decompile, or copy the Platform or its underlying technology; use the Service in any manner that imposes a disproportionate load on the Platform or disrupts other customers' use of the Service; resell, sublicense, or make the Service available to third parties except as permitted by this Agreement; or use automated scripts or bots to access the Platform except via Ferrison's published APIs.

4.2 AI Disclosure Obligations

1. You acknowledge that the AI Agent is an artificial intelligence system, not a human. Whether, when and how End Users are told that they are interacting with an AI is your decision and your responsibility. You are solely responsible for ensuring that any legal or regulatory requirement to disclose the use of artificial intelligence to End Users (including under the laws of any jurisdiction in which you or your End Users are located) is met.
2. The Platform lets you set the AI Agent's greeting and instructions, which you can use to make any disclosure you need on calls, text messages and direct messages. Web chat on Booking Pages always identifies the AI Agent as an AI assistant. Ferrison does not otherwise add a disclosure on your behalf and gives no advice on whether one is required.
3. Without limiting the above, you shall:
   • comply with all applicable telephone consumer protection, unsolicited communications, automated-calling, and AI transparency laws (including any "bot disclosure" laws such as California's B.O.T. Act) in every jurisdiction where you operate; and
   • obtain any consents from End Users required by applicable law before collecting, recording, or processing their personal data via the AI Agent.
4. Ferrison shall not be liable for any failure by you to make required AI disclosures or to obtain required consents from End Users, and clause 11 (Indemnification) applies to any claim arising from such a failure.

4.3 Messaging, Calling, and Consumer Protection Compliance

1. You are solely responsible for ensuring that your use of the Channels (including voice calls and SMS text messaging) complies with all applicable laws and industry requirements, including, in the United States, the Telephone Consumer Protection Act ("TCPA") and its implementing regulations, the CAN-SPAM Act, state telemarketing and recording laws, and the messaging principles and codes of conduct published by the CTIA and mobile carriers; and, in the United Kingdom and EU, the Privacy and Electronic Communications Regulations ("PECR") and equivalent laws.
2. Consent. You represent and warrant that, before any message is sent or any outbound communication is made through the Service, you have obtained all legally required consent from the recipient, including, where required, prior express consent for informational messages and prior express written consent for marketing or promotional messages. You are responsible for maintaining records of consent.
3. Opt-out and required disclosures. You shall honour opt-out requests (such as "STOP") promptly, support "HELP" responses, clearly identify yourself as the sender, and include any required notices (such as that message and data rates may apply). You shall not send messages with prohibited content, including content relating to sex, hate, alcohol, firearms, or tobacco ("SHAFT"), or any other content prohibited by carriers or applicable law.
4. Call recording and monitoring. Where calls are processed through the Service, you are responsible for providing any notice and obtaining any consent required by applicable wiretapping, eavesdropping, and call-recording laws, including the "all-party" (two-party) consent laws of states such as California, Florida, and Illinois.
5. No outbound campaigns without compliance. The Service is intended primarily for handling inbound calls and messages. You shall not use the Service to conduct unsolicited bulk or automated outbound calling or texting campaigns unless you have independently confirmed full compliance with all applicable laws and carrier requirements.
6. You acknowledge that statutory damages for messaging and calling violations can be substantial (for example, the TCPA provides for damages of US$500 to US$1,500 per message or call) and that, as between you and Ferrison, you bear sole responsibility and liability for your communications and your consent practices.

4.4 Knowledge Base and Content

1. You are solely responsible for all content you upload to the knowledge base or otherwise input into the Platform. You warrant that such content does not infringe third-party intellectual property rights, does not contain malicious code, and is accurate and lawful.
2. Ferrison reserves the right, without liability, to remove any Customer Data that it reasonably believes violates this Agreement or applicable law, subject to notifying you where reasonably practicable.

5. Fees, Credits, Billing, and Payment

5.1 Prepaid Credits and Wallet

1. The Service operates on a prepaid basis. You purchase Credits in advance, which are held as a balance in your account wallet. Unless stated otherwise on the Ferrison pricing page or your Order Form, one Credit is equal to one pound sterling (£1), or to one US dollar (US$1) where US-dollar Credits are offered.
2. Credits are debited from your wallet as you use the Service, including for voice call usage, SMS message usage, monthly telephone number rental, and any other usage described on the pricing page. Usage rates are set out on the Ferrison pricing page and may be shown in your activity / event log.
3. Certain features that incur usage charges become available only once your wallet holds a positive balance (the "activation" requirement). If your wallet balance is exhausted, the Service (or affected features) may be suspended until you add Credits.
4. New accounts may receive a one-off promotional welcome credit, as described on the Ferrison pricing page. Promotional Credits are subject to clause 5.6, are limited to one per business, and may be withdrawn or reversed if we reasonably believe an account was created or used to obtain them more than once or otherwise in bad faith.

5.2 Auto-Recharge

1. You may opt in to auto-recharge, under which you authorise Ferrison to charge your saved payment method (via Stripe) to top up your wallet by a chosen amount whenever your balance falls below a threshold you set. You may change or disable auto-recharge at any time in your account settings. You are responsible for monitoring your usage and balance.

5.3 Payments and Payment Processor

1. Payments are processed by our third-party payment processor, Stripe. By providing payment details, you authorise Ferrison and Stripe to charge your payment method for the Credits and amounts you purchase or that become due. Ferrison does not store full payment card details. Your use of Stripe may be subject to Stripe's own terms.

5.4 Taxes

1. All amounts are exclusive of value added tax (VAT), sales tax, use tax, and any other applicable taxes or duties, which will be added at the applicable rate where Ferrison is required to collect them. You are responsible for any taxes arising from your purchase or use of the Service other than taxes on Ferrison's income.

5.5 Changes to Rates

1. Ferrison may revise usage rates and pricing by giving at least 30 days' notice (including by email, in-app notification, or by posting to the pricing page). Revised rates apply to usage and Credit purchases made after the notice period. If you do not accept revised rates, you may stop using the Service and terminate this Agreement under clause 12.

5.6 Refunds and Credit Balance

1. Credits are intended for use within the Service and have no cash value except as set out in this clause or as required by applicable law. Promotional, bonus, or complimentary Credits are non-refundable and may expire.
2. On termination of this Agreement, you may request a refund of the unused portion of Credits that you have actually paid for, less any amounts owed to Ferrison. We will process valid refund requests within a reasonable period using the original payment method where practicable. No refunds are given for Credits already consumed through usage.

6. Intellectual Property

1. As between the parties, Ferrison owns all intellectual property rights in and to the Platform, Documentation, and any derivative works, improvements, or enhancements thereto, including all underlying software, algorithms, models, and data. Nothing in this Agreement transfers any intellectual property rights in the Platform to you.
2. Subject to your compliance with this Agreement and timely payment of all amounts due, Ferrison grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform and Documentation during the Subscription Period for your internal business purposes.
3. As between the parties, you own all intellectual property rights in Customer Data. You grant Ferrison a worldwide, non-exclusive, royalty-free licence to use, store, process, and transmit Customer Data solely to the extent necessary to provide the Service and as set out in the Privacy Policy.
4. Ferrison may use anonymised and aggregated data derived from Customer Data and Service usage to improve the Platform, develop new features, and produce analytics, provided that such data cannot identify you or any individual. Ferrison shall own all intellectual property rights in any such aggregated data. Ferrison does not use Customer Data, transcripts, or message content to train AI models for any party.
5. You may not remove, alter, or obscure any proprietary notices, branding, or marks appearing on or within the Platform.

7. Confidentiality

1. Each party ("Receiving Party") may receive confidential information of the other party ("Disclosing Party") in connection with this Agreement ("Confidential Information"). Confidential Information means any information that is designated as confidential or that by its nature should reasonably be understood to be confidential, including pricing, technical specifications, business plans, and Customer Data.
2. The Receiving Party shall: hold all Confidential Information of the Disclosing Party in strict confidence; use Confidential Information only for the purposes of performing its obligations or exercising its rights under this Agreement; and not disclose Confidential Information to any third party without the prior written consent of the Disclosing Party, except to employees, contractors, and service providers who need to know such information and are bound by confidentiality obligations no less protective than those in this Agreement.
3. The obligations in clause 7.2 do not apply to information that: is or becomes publicly known other than through a breach of this Agreement; was already known to the Receiving Party at the time of disclosure; is independently developed by the Receiving Party without reference to the Confidential Information; or is required to be disclosed by law or court order, provided that the Receiving Party gives the Disclosing Party reasonable prior written notice where lawfully permitted.
4. This clause 7 shall survive termination or expiry of this Agreement for a period of five (5) years.

8. Data Protection

1. Each party shall comply with its respective obligations under applicable data protection laws, including the UK General Data Protection Regulation ("UK GDPR"), the Data Protection Act 2018, the EU General Data Protection Regulation ("EU GDPR") where applicable, and the CCPA/CPRA and other US state privacy laws where applicable.
2. To the extent that Ferrison processes personal data on your behalf in providing the Service, Ferrison acts as a data processor (and, under US law, a "service provider") and you act as a data controller (and, under US law, a "business") in respect of such processing. The parties' data processing obligations are set out in the Data Processing Addendum ("DPA"), which forms part of this Agreement and is available upon request to info@ferrison.com. As a service provider, Ferrison shall not sell or share personal data, shall not retain, use, or disclose it for any purpose other than providing the Service (or as otherwise permitted by the CCPA/CPRA), and shall not combine it with personal data from other sources except as permitted by law.
3. In respect of personal data relating to your platform Users (such as account registration data), Ferrison acts as an independent data controller and processes such data in accordance with its Privacy Policy.
4. You acknowledge that personal data (including call audio, transcripts, and message content) may be transferred to and processed by Third-Party Services (including Twilio and OpenAI) in the United States and other jurisdictions. Ferrison will ensure that appropriate safeguards (such as Standard Contractual Clauses or equivalent mechanisms) are in place for such transfers where required by applicable data protection laws.
5. You are responsible for ensuring that you have a lawful basis for collecting and processing the personal data of End Users through the AI Agent, including obtaining any required consents and providing any required privacy notices to End Users.

9. Warranties and Disclaimers

1. Each party warrants to the other that: it has full power and authority to enter into and perform this Agreement; this Agreement constitutes a binding and enforceable obligation on it; and its performance of this Agreement will not violate any applicable law or agreement to which it is a party.
2. Ferrison warrants that the Service will perform materially in accordance with the Documentation during the Subscription Period. Ferrison's sole obligation and your sole remedy for any breach of this warranty is, at Ferrison's option, to re-perform the affected Service or to issue a pro-rata credit for the affected period.
3. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE". FERRISON DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ACCURACY. IN PARTICULAR, FERRISON DOES NOT WARRANT THAT: (A) THE SERVICE WILL MEET ALL OF YOUR REQUIREMENTS; (B) THE AI AGENT WILL ALWAYS PROVIDE ACCURATE, COMPLETE, OR APPROPRIATE RESPONSES; (C) THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE FROM VULNERABILITIES; OR (D) ANY INFORMATION OBTAINED THROUGH THE AI AGENT IS RELIABLE OR SUITABLE FOR YOUR PURPOSES.
4. You acknowledge that AI-generated responses may be inaccurate or inappropriate and that you are solely responsible for verifying the suitability of any AI Agent configuration and monitoring the quality of your AI Agent's responses to End Users.

10. Limitation of Liability

1. NOTHING IN THIS AGREEMENT LIMITS OR EXCLUDES EITHER PARTY'S LIABILITY FOR: DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE; FRAUD OR FRAUDULENT MISREPRESENTATION; OR ANY OTHER LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED BY APPLICABLE LAW.
2. SUBJECT TO CLAUSE 10.1, NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR ANY INDIRECT, CONSEQUENTIAL, SPECIAL, INCIDENTAL, OR PUNITIVE LOSS OR DAMAGE, INCLUDING LOSS OF PROFITS, LOSS OF REVENUE, LOSS OF DATA, LOSS OF BUSINESS, OR LOSS OF ANTICIPATED SAVINGS, WHETHER ARISING IN CONTRACT, TORT (INCLUDING NEGLIGENCE), BREACH OF STATUTORY DUTY, OR OTHERWISE, EVEN IF THAT PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH LOSSES.
3. SUBJECT TO CLAUSES 10.1 AND 10.2, FERRISON'S TOTAL AGGREGATE LIABILITY TO YOU IN RESPECT OF ALL CLAIMS ARISING UNDER OR IN CONNECTION WITH THIS AGREEMENT SHALL NOT EXCEED THE TOTAL AMOUNTS PAID OR PAYABLE BY YOU TO FERRISON IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
4. The parties acknowledge that the limitations of liability in this clause 10 reflect a reasonable and fair allocation of risk between commercial parties and that Ferrison would not have entered into this Agreement without these limitations.

11. Indemnification

1. You shall indemnify, defend, and hold harmless Ferrison and its officers, directors, employees, agents, and licensors from and against any claims, liabilities, damages, judgments, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to: (a) your breach of this Agreement; (b) your breach of applicable law, including data protection laws and the TCPA, CAN-SPAM, state telemarketing or recording laws, and other communications laws; (c) your failure to make required AI disclosures to End Users or to obtain required consents (including consent to receive messages or to record calls); (d) any claim by an End User or any other recipient of a call or message arising from your use of the Service; or (e) any Customer Data that infringes a third party's intellectual property rights.
2. Ferrison shall promptly notify you of any claim for which indemnification is sought and shall cooperate with you in its defence. You may not settle any claim in a manner that imposes obligations or restrictions on Ferrison without Ferrison's prior written consent.

12. Term and Termination

12.1 Term

1. This Agreement commences on the date you register for the Service and continues until terminated in accordance with this clause 12.
2. Each Subscription Period shall automatically renew for a further Subscription Period of the same duration unless either party gives written notice of non-renewal at least 14 days before the end of the then-current Subscription Period.

12.2 Termination for Convenience

1. You may terminate this Agreement at any time by giving 14 days' written notice to info@ferrison.com. Refunds of unused, paid-for Credits are addressed in clause 5.6.
2. Ferrison may terminate this Agreement at any time by giving 30 days' written notice to you.

12.3 Termination for Cause

1. Either party may terminate this Agreement immediately on written notice if: the other party materially breaches this Agreement and fails to remedy that breach within 30 days of written notice; or the other party becomes insolvent, enters administration or liquidation, has a receiver appointed, or ceases or threatens to cease carrying on business.
2. Ferrison may terminate or suspend this Agreement immediately on written notice if you: breach clause 4 (Customer Obligations and Acceptable Use); fail to maintain a sufficient Credit balance or fail to pay any amount due; or use the Service in a manner that, in Ferrison's reasonable opinion, causes legal or regulatory risk to Ferrison.

12.4 Consequences of Termination

1. On termination or expiry of this Agreement for any reason: your licence to use the Service shall immediately cease; any telephone numbers provisioned through the Service may be released; Ferrison shall delete or anonymise all Customer Data within 90 days of termination (except where required to retain it by law); and all accrued payment obligations shall become immediately due and payable.
2. You may request an export of Customer Data (in a standard machine-readable format) within 30 days of termination, after which Ferrison will have no obligation to retain or provide Customer Data.
3. Clauses 1, 5.6, 6.1, 7, 8, 9.3, 10, 11, 13, 14, 15, and 16 shall survive termination or expiry of this Agreement.

13. Changes to the Service and This Agreement

1. Ferrison reserves the right to modify, update, or discontinue any part of the Service at any time. For material changes that reduce core functionality, Ferrison will provide at least 30 days' prior written notice. Non-material changes (such as UI updates, bug fixes, or new features) may be made without notice.
2. Ferrison may amend this Agreement at any time by providing 30 days' written notice (including by email or in-app notification). Your continued use of the Service after the expiry of the notice period constitutes your acceptance of the amended Agreement. If you do not accept the amendments, you may terminate this Agreement pursuant to clause 12.

14. Force Majeure

1. Neither party shall be in breach of this Agreement or liable for delay in performing, or failure to perform, any of its obligations under this Agreement if such delay or failure results from events, circumstances, or causes beyond its reasonable control, including acts of God, floods, fires, earthquakes, pandemics, war, terrorism, governmental actions, or failure of internet or telecommunications infrastructure not caused by that party ("Force Majeure Event").
2. The affected party shall promptly notify the other party of the Force Majeure Event and its likely duration. If the Force Majeure Event continues for more than 60 days, either party may terminate this Agreement by written notice, with no liability to the other (save for accrued payment obligations).

15. General

1. Entire Agreement. This Agreement (together with any Order Form, DPA, and schedules) constitutes the entire agreement between the parties relating to its subject matter and supersedes all prior agreements, representations, and understandings.
2. Severability. If any provision of this Agreement is held to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
3. Waiver. No failure or delay by either party in exercising any right under this Agreement shall operate as a waiver of that right.
4. Assignment. You may not assign or transfer your rights or obligations under this Agreement without Ferrison's prior written consent. Ferrison may assign this Agreement in connection with a merger, acquisition, or sale of all or substantially all of its assets, on written notice to you.
5. Notices. Any notices required or permitted under this Agreement shall be sent by email to info@ferrison.com (in the case of notices to Ferrison) or to the email address registered on your account (in the case of notices to you).
6. Relationship. The parties are independent contractors. Nothing in this Agreement creates a partnership, joint venture, employment, agency, or franchise relationship between the parties.
7. Third-Party Rights. Except where applicable law provides otherwise, this Agreement does not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

16. Governing Law and Dispute Resolution

16.1 Customers outside the United States

1. If your billing address is outside the United States, this Agreement and any disputes arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales, and, subject to clause 16.3, the courts of England and Wales shall have exclusive jurisdiction.

16.2 Customers in the United States

1. If your billing address is in the United States, this Agreement and any disputes arising out of or in connection with it shall be governed by and construed in accordance with the laws of the State of Delaware, excluding its conflict-of-laws rules and the United Nations Convention on Contracts for the International Sale of Goods.
2. Binding arbitration; class-action waiver. Subject to clause 16.3, any dispute between you and Ferrison arising out of or relating to this Agreement shall be resolved by final and binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, conducted by a single arbitrator. The seat of arbitration shall be Delaware, and the proceedings shall be conducted in English. Each party agrees that disputes shall be brought only in an individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding. The arbitrator may not consolidate more than one party's claims. Judgment on the award may be entered in any court of competent jurisdiction.

16.3 Pre-action escalation and exceptions

1. Before commencing any arbitration or formal legal proceedings, the parties shall attempt to resolve any dispute in good faith through senior management escalation. If the dispute cannot be resolved within 30 days of written notice, either party may commence proceedings in accordance with this clause 16.
2. Nothing in this clause prevents either party from seeking urgent injunctive or equitable relief, or from bringing a claim in a small-claims court for disputes within that court's jurisdiction.

Contact Us

For questions about the platform, these terms or your personal data, contact us at:

info@ferrison.com

For data protection or privacy requests (access, deletion, correction, or objection, including US state privacy requests), please use the same address and mention "Data request" in the subject line so we can prioritise it. California residents should use the subject line "CALIFORNIA PRIVACY REQUEST".

Ferrison Ltd · Registered in England and Wales · Company No. 17227541