Terms of Service

SIMCOAI is provided for business use by SIMCOAI LTD. These terms apply to customers, authorised users, trial users, administrators and anyone who accesses the dashboard, API, documentation or customer-facing tools through your account.

If you accept these terms for a company or other organisation, you confirm you have authority to bind that organisation and manage its SIMCOAI account. Consumer use is not the intended service model.

SIMCOAI provides AI-assisted chat, phone reception, knowledge, records, analytics, billing controls, workflow capture and integration tooling. Availability of features depends on plan, add-ons, configuration, provider status, compliance checks and backend entitlement decisions.

The service may help answer customer questions, collect booking/refund/order information, route calls and log conversations. It does not guarantee a business outcome, legal compliance, revenue recovery, uninterrupted communications or a particular AI response.

You must keep sign-in methods, API keys, OAuth accounts, email access and team permissions secure. You are responsible for activity under your account unless caused by SIMCOAI failing to apply reasonable security controls.

Administrators should remove users who leave the business, avoid shared logins, review support/billing changes and use business-controlled email accounts where possible.

Plans and add-ons decide which features are enabled. SIMCOAI may enforce conversations, AI call minutes, Twilio numbers, API keys, team seats, locations, storage, integrations and high-cost workflows server-side.

Trials can end, convert, expire or be withdrawn if payment, compliance or fraud controls fail. Enterprise or unlimited options are subject to written contract, fair-use terms, telecommunications obligations and onboarding review.

Paid subscriptions and add-ons are normally processed through Stripe Checkout and the Stripe Customer Portal. We do not ask you to send card details through chat, voice, email or support tickets.

Prices are shown in GBP unless stated otherwise and may exclude VAT or other taxes unless Stripe Checkout or invoices show them. Failed, disputed, incomplete or cancelled payments can restrict paid features while billing recovery remains available.

AI answers can be incomplete, outdated, misunderstood or unsuitable for a specific customer. You must test workflows before go-live, review logs and correct business knowledge when answers drift.

You must not rely on SIMCOAI for emergency response, regulated advice, medical diagnosis, legal advice, financial advice, debt collection decisions, employment decisions or any use that requires a qualified professional unless a written contract and control framework says otherwise.

Phone and messaging features may rely on Twilio, telecoms carriers, local rules, number availability, caller consent, call recording notices, message templates and sender registration. You must only use numbers, caller IDs and message flows you are authorised to use.

You are responsible for customer-facing disclosure wording, recording notices, marketing consent, quiet-hour rules and do-not-contact requirements that apply to your business. SIMCOAI may block or suspend telecoms features that create legal, carrier or provider risk.

You must not use SIMCOAI to send spam, impersonate others, abuse telecommunications networks, scrape without rights, bypass plan limits, upload unlawful content, collect payment card numbers into AI logs, process unnecessary sensitive data, or automate harmful, deceptive or discriminatory decisions.

We may throttle, suspend or terminate risky use, including high-volume behaviour, security probing, attempts to access another customer account, or workflows that providers, carriers or regulators may reject.

You decide what customer information to put into SIMCOAI. Keep data accurate, minimal and relevant. Do not upload special category data, children data, payment card numbers or confidential third-party material unless your contract and compliance basis allow it.

You remain responsible for your own privacy notices, lawful bases, consent records, retention periods, staff training and customer handling instructions.

SIMCOAI may use suppliers including Supabase, Stripe, Twilio, OpenAI, Cloudflare and hosting or monitoring providers. Provider outages, API changes, carrier filtering, payment declines, model safety systems and compliance reviews can affect features.

Where a provider degrades, SIMCOAI may queue, retry, fall back, disable a feature, show a dashboard warning or ask you to use a human fallback.

Support is provided through dashboard channels, documentation and email unless an Enterprise contract says otherwise. We may ask for account email, timestamps, request IDs, provider references and safe reproduction steps.

We can update features, limits, documentation, integrations, model configuration, prompts and operational policies to improve security, reliability, compliance or user experience. Material legal changes may require renewed acceptance.

We aim to operate a reliable service but do not promise uninterrupted availability. You should keep human fallback paths for urgent customer work, critical bookings, refunds, complaints and safety issues.

Before public launch, test chat and phone flows, verify escalation contacts, review disclosure wording, confirm billing status and check that your knowledge base reflects your real business policies.

SIMCOAI, its interface, docs, prompts, workflows, branding and software remain owned by SIMCOAI or its licensors. You keep rights to your business data and customer content subject to the permissions needed to operate the service.

If you send feedback, suggestions or improvement ideas, we may use them without obligation, provided we do not disclose your confidential information.

To the fullest extent permitted by law, SIMCOAI is provided without guarantees that it will be error-free, uninterrupted, compliant for every business, or suitable for every customer scenario. Nothing in these terms limits liability that cannot legally be limited.

We are not responsible for losses caused by your configuration, inaccurate business data, unsupported use, provider outages, telecoms carrier decisions, unauthorised account access caused by your controls, or relying on AI output without review.

You may cancel subscriptions through available billing controls. We may suspend or terminate access for unpaid invoices, security risk, abuse, unlawful use, provider requirements, breach of terms, or risk to customers, SIMCOAI or third parties.

After termination, some records may be retained where needed for billing, audit, security, legal claims, accounting or compliance obligations.

These terms are intended to operate under the laws of England and Wales unless a signed contract states otherwise. If you have a complaint, contact hello@simcoai.co.uk with your account email, business name, issue summary and relevant dates.

Nothing in these terms removes rights or obligations that cannot legally be excluded.