Terms and Conditions

Effective date: 24 August 2026

These Terms and Conditions govern access to and use of the websites, software, platforms and services operated by JD Web Services Ltd trading as The Voice Concierge.

By ordering, installing, accessing or using a Service, you agree to these Terms on behalf of yourself and any organisation you represent. If you do not agree, you must not use the Services.

1. Company information

The Services are supplied by:

JD Web Services Ltd trading as The Voice Concierge
Registered in England and Wales
Company number: 11453166
Registered office: 104 High Street, Mold, Flintshire, CH7 1BH
Email: [email protected]

2. Definitions

In these Terms:

Company, we, us and our mean JD Web Services Ltd trading as The Voice Concierge.
Customer, you and your mean the business, organisation or authorised person ordering, installing or using a Service.
Customer Data means information, content and personal data supplied by or processed for the Customer through a Service.
Documentation means the user, technical, support and product documentation we publish for a Service.
Order means a checkout, order form, Marketplace installation, proposal or other agreement identifying the Service, plan and charges.
Service means any website, software, platform, integration, dashboard, API, AI agent, automation, messaging, review-management or related service supplied by us, including The Voice Concierge, Text Concierge, Booking and Lead Capture, Conversational Sales, Review Management and Store Sync.
Third-Party Platform means a service not controlled by us, including HighLevel, LeadConnector, WooCommerce, WordPress, Twilio, payment providers, AI providers and hosting or communications providers.

3. Scope and order of documents

The agreement between you and us consists of:

The Order or Marketplace listing accepted by you
Any product-specific schedule incorporated into the Order
Any Data Processing Agreement that applies
These Terms
The Documentation

If documents conflict, the document appearing earlier in this list takes priority for that conflict.

Store Sync is additionally governed by the Store Sync Terms Schedule, Store Sync Privacy Notice and Store Sync Data Processing Agreement. Those documents supplement these Terms and apply only to Store Sync.

4. Business use and authority

The Services are supplied on a business-to-business basis. You confirm that:

You are at least 18 years old
You act for a business, charity, public body or other organisation
You have authority to bind that organisation
You have authority to connect any website, store, account, telephone number, domain or Third-Party Platform used with the Services
Your use complies with applicable laws, contracts and platform rules

The Services are not offered to consumers acting wholly or mainly outside their trade, business, craft or profession.

5. Accounts and security

You must provide accurate and current account information. You are responsible for:

Keeping credentials, API keys, tokens and access links confidential
Restricting access to authorised personnel
Using appropriate passwords and multi-factor authentication where available
Reviewing user permissions regularly
Notifying us promptly of suspected unauthorised use or compromise
All activity performed through your accounts, installations and credentials, except to the extent caused by our breach of these Terms

Accounts and subscriptions may not be sold, shared or transferred without our written approval.

6. Services

Our Services may provide:

Voice, chat and text-based conversational assistants
Website enquiries, bookings and lead capture
Messaging and follow-up automation
Review requests and review-management tools
Product discovery, store information and commerce-related assistance
Integrations, workflow actions, triggers, APIs and dashboards
Store Sync for authorised WooCommerce and HighLevel connections

The exact features are those described in the applicable Order, plan and current Documentation. Features may be restricted by plan, configuration, availability, usage allowance, platform permissions or law.

7. AI-assisted services

Some Services use artificial intelligence to interpret questions, produce replies, summarise information or support workflows.

You acknowledge that:

AI output can be incomplete, inaccurate or unsuitable
AI output requires appropriate human oversight
You are responsible for instructions, source material, approval controls and business decisions
AI output must not be treated as legal, medical, financial or other regulated professional advice
You must not configure an AI agent to make unlawful, discriminatory or high-impact decisions without appropriate safeguards
You must inform end users about AI use where required by law

We do not guarantee that AI output will be unique, error-free or fit for every purpose.

8. Third-party platforms

The Services may depend on Third-Party Platforms selected or authorised by you. Your use of those platforms remains subject to their terms, privacy notices, availability and technical limits.

We are not responsible for:

Third-party outages, security incidents or service changes
Changes to APIs, permissions, rate limits or pricing
Suspension or termination of your third-party account
Incorrect information supplied by a Third-Party Platform
Delays or failures caused by internet, hosting, DNS, telephone carriers or external networks

We may change or discontinue an integration if a Third-Party Platform changes its service or makes continued operation unreasonable, unlawful or insecure.

9. Subscriptions, fees and taxes

Fees, billing frequency and included usage are shown in the Order, Marketplace listing or plan details. Unless stated otherwise:

Fees are quoted exclusive of VAT and other applicable taxes
Subscriptions are billed in advance
Metered usage is billed in arrears or when the usage event occurs
You authorise the relevant payment or Marketplace billing provider to collect amounts due
You must keep a valid payment method or funded platform wallet where required
You remain responsible for charges generated by authorised users, workflows, agents, API clients and connected systems

If payment fails, we may restrict metered operations, suspend access or require payment before restoring the Service.

10. Trials, credits and usage billing

Trials, free allowances, promotional credits and included usage are subject to the applicable plan terms.

Unless expressly stated otherwise:

Credits are service allowances, not money
Credits cannot be redeemed for cash, transferred or refunded
Unused credits expire at the end of their stated period
Usage beyond an included allowance may be charged at the published rate
Rate limits, per-event caps and daily safety limits may apply
A failed billing check may stop the requested operation

Store Sync credits and metered operations are described in the Store Sync Terms Schedule and current Marketplace listing.

11. Renewal, cancellation and refunds

Subscriptions renew automatically at the stated billing interval until cancelled.

You must cancel through the system identified at purchase. This may be our billing portal, the relevant Service dashboard or a Third-Party Marketplace billing page.

For Marketplace products, disconnecting an integration or uninstalling an application may not cancel the associated Marketplace subscription. You must complete subscription cancellation separately through the Marketplace billing settings where required.

Cancellation normally takes effect at the end of the paid billing period unless the Order states otherwise. Metered charges already incurred remain payable.

Because the Services are supplied to businesses, fees are non-refundable once the relevant subscription period, setup work, activation or usage has begun, except where:

The Order expressly provides a refund right
We agree otherwise in writing
Applicable law requires a refund

11A. Managed HighLevel accounts and offboarding

Where we provide a managed HighLevel account as part of a Voice Concierge or other managed service, cancellation of the Service does not immediately delete the account or its contents.

At the end of the paid service period, we may:

Disable or place workflows and automations into draft
Disable AI agents, chat widgets, messaging and other active services
Remove our payment methods, telephone services and chargeable integrations
Disconnect Store Sync and other integrations supplied through our agency
Pause access to the managed account
Stop providing support, maintenance and platform administration

The Customer remains responsible for charges incurred before the Service ends.

Customer data and account transfer

The Customer retains ownership of its Customer Data, including its contacts, conversations, appointments, business information and uploaded content.

During the 30 days following the end of the Service, the Customer may request:

An available export of its contacts and other exportable Customer Data
Transfer of the HighLevel account to another HighLevel agency
Transfer of the account to an agency account controlled by the Customer
Earlier deletion of the account and Customer Data

Any transfer is subject to:

Payment of all outstanding fees and usage charges
HighLevel’s current transfer rules and technical limitations
The receiving agency or Customer maintaining an eligible HighLevel account
Removal or replacement of services, licences and integrations supplied through our agency
Completion of any identity, authority or security checks we reasonably require

We do not guarantee that every integration, telephone number, email service, domain, Marketplace application, payment connection or externally licensed feature can be transferred.

If no transfer, export or earlier deletion request is received within 30 days after the Service ends, we may permanently delete the managed HighLevel account and its contents.

The Customer is responsible for requesting and securely retaining any required export before the deletion deadline. Once the account has been permanently deleted by HighLevel, its contacts, conversations, workflows, websites, funnels, calendars, campaigns, settings and other information may be irrecoverable.

We may retain billing records, contractual records, security evidence and other information where required for legal, accounting or legitimate business purposes.

Snapshots, workflows and copied assets

A snapshot used to configure a Customer’s HighLevel account copies assets into that account. It does not transfer ownership of our master snapshot, software, methods or reusable materials.

If the account is transferred, workflows, forms, funnels, calendars, custom fields, templates and other assets already copied into that account may remain in the transferred account for the Customer’s internal business use.

We retain ownership of:

Our master snapshots
Reusable workflows and automation structures
Prompts, templates and configuration methods
Documentation, software and integration logic
Materials used across more than one Customer account

The Customer may continue using copied assets that remain in a transferred account for its own internal business purposes. The Customer may not resell, publish, distribute or use those assets to create a competing template, snapshot, product or service.

Store Sync included with managed services

Store Sync may be supplied at no separate subscription charge while the Customer:

Maintains an active qualifying Voice Concierge or managed-service subscription with us
Operates the relevant HighLevel account under our agency
Remains eligible for the included Store Sync access described in its Order or plan

This included entitlement ends when the qualifying managed service ends or the HighLevel account is transferred away from our agency.

After transfer or cancellation, continued use of Store Sync requires the Customer or its new agency to install Store Sync under its own HighLevel account and purchase an eligible Store Sync subscription at the then-current price.

Existing Store Sync tools, workflows, actions, triggers or configuration may remain visible in the transferred HighLevel account, but they may stop functioning until a separate Store Sync subscription is installed, authorised and correctly configured.

Store Sync data, credits, included allowances, billing status and agency-specific entitlements do not automatically transfer to another agency or subscription.

12. Messaging and communications

Where a Service sends SMS, email, telephone or other electronic communications, you are responsible for:

Having a lawful basis and any required consent
Providing appropriate privacy and marketing notices
Maintaining suppression and opt-out records
Honouring unsubscribe, STOP and similar requests promptly
Complying with UK GDPR, PECR, carrier rules and platform policies
Ensuring message content is accurate and lawful

Message and data rates may apply to recipients. Delivery is not guaranteed because it depends on external networks, carriers and providers.

13. Customer responsibilities

You must:

Configure the Services accurately and test material workflows before live use
Maintain valid third-party accounts, subscriptions, credentials and permissions
Check prices, stock, booking availability, discounts and other commercially important data
Supervise automated and AI-assisted activity appropriately
Keep Customer Data accurate, lawful and relevant
Back up information where loss would cause material harm
Respond to your customers, contacts and data subjects as required by law
Ensure your website and communications contain appropriate notices, consents and terms

You are responsible for actions deliberately initiated through your authorised workflows, agents, API clients and users.

14. Acceptable use

You must not use the Services to:

Break any law, regulation, court order or third-party right
Send unlawful, misleading, abusive or unsolicited communications
Access a store, account, contact or dataset without authority
Harvest, scrape or profile people unlawfully
Upload malware or interfere with service security or availability
Circumvent authentication, plan controls, billing, limits or tenant separation
Probe or exploit vulnerabilities except through an authorised security-testing process
Reverse engineer, copy, resell or create a competing service except where law expressly permits
Generate unlawful discrimination or prohibited automated decisions
Misrepresent affiliation with us or a Third-Party Platform

We may investigate suspected misuse and suspend activity needed to protect customers, platforms or the public.

15. Customer content and data

You retain ownership of Customer Data and responsibility for its accuracy, legality and collection.

You grant us a non-exclusive, worldwide, royalty-free licence to host, copy, transmit, transform and otherwise use Customer Data only as needed to:

Supply and support the Services
Follow your documented instructions
Maintain security and reliability
Meet legal obligations

This licence ends when the relevant Customer Data is deleted, subject to lawful retention, backups, audit records and the applicable Data Processing Agreement.

16. Confidentiality

Each party must protect the other party’s confidential information using reasonable care and use it only for the agreement.

Confidential information does not include information that:

Is public without breach of confidence
Was lawfully known without restriction
Is independently developed without using confidential information
Is received lawfully from another person without restriction

A party may disclose confidential information where required by law, after giving notice where legally permitted.

17. Intellectual property

We and our licensors retain all intellectual-property rights in the Services, software, designs, Documentation, trademarks and improvements.

During an active subscription, we grant you a limited, non-exclusive, non-transferable right to use the relevant Service for your internal business purposes in accordance with the agreement.

You retain rights in your branding and Customer Data. Feedback may be used by us without restriction, provided it does not identify you or disclose confidential information unless you agree.

18. Privacy and data protection

We process personal data in accordance with our Privacy Policy.

Where we process personal data on your behalf, you are normally the controller and we are the processor. The applicable Data Processing Agreement forms part of the agreement and governs that processing.

You are responsible for:

Identifying a lawful basis for Customer Data
Providing required privacy information
Responding to data-subject requests as controller
Giving only lawful documented instructions
Avoiding unnecessary or prohibited data

Product-specific privacy information may supplement the main Privacy Policy.

19. Service availability and changes

We aim to provide reliable Services but do not guarantee uninterrupted or error-free availability.

We may perform maintenance, introduce security controls, change technical requirements or modify features. Where a change materially reduces a paid core feature, we will take reasonable steps to notify affected Customers in advance where practical.

Emergency security, legal or third-party changes may be applied without prior notice.

20. Suspension and termination

We may suspend or terminate access if:

You materially breach the agreement
Payment remains overdue
Your activity threatens security, service availability or another person
A Third-Party Platform withdraws required access
Continued supply would be unlawful
You use the Service fraudulently or outside its intended purpose

Where reasonable, we will give notice and an opportunity to remedy the issue. Immediate action may be taken for security, illegality, fraud or urgent platform risk.

On termination:

Your right to use the Service ends
Outstanding fees remain due
Connected actions and new processing stop
Data is returned, retained or deleted according to the Privacy Policy and applicable Data Processing Agreement
Clauses intended to survive remain effective

21. Warranties and disclaimers

We warrant that we will provide the Services with reasonable skill and care.

Except as expressly stated and to the fullest extent permitted by law, the Services are supplied as available. We do not warrant that:

Every response, integration, workflow or AI output will be accurate
Every Third-Party Platform will remain compatible
The Services will meet every business requirement
Operation will be uninterrupted or free from all defects

You are responsible for deciding whether a Service is suitable for your intended use.

22. Liability

Nothing in the agreement excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to that:

Neither party is liable for indirect or consequential loss
We are not liable for loss of profit, revenue, anticipated savings, goodwill, opportunity or data, except where such loss is a direct and reasonably foreseeable result of our breach
We are not liable for Customer configuration, unauthorised credentials, inaccurate Customer Data or Third-Party Platform failure
Our total aggregate liability arising from the relevant Service in any 12-month period is limited to the fees paid or payable for that Service during the preceding 12 months

If you use a free Service, our aggregate liability for that Service is limited to GBP 100, to the fullest extent permitted by law.

23. Indemnity

You will indemnify us against third-party claims and reasonable costs arising from:

Customer Data or content that infringes rights or breaks the law
Your unlawful messaging, marketing or automated activity
Your unauthorised connection to a store, account or platform
Your material breach of the acceptable-use or data-protection obligations

We will notify you promptly and allow you reasonable control of the defence, provided no settlement admits liability for us or imposes obligations on us without our consent.

24. Force majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control, including internet or utility failure, widespread platform outage, cyberattack not caused by a failure to use reasonable security, natural disaster, industrial dispute, government action or war.

The affected party must take reasonable steps to reduce the impact and resume performance.

25. Changes to these Terms

We may update these Terms for legal, security, technical or commercial reasons. The updated version will show a revised effective date.

For material changes affecting an active paid Service, we will take reasonable steps to notify you. Continued use after the effective date constitutes acceptance where legally permitted. If you do not accept a material change, you may cancel before it takes effect.

26. Notices

Notices to us must be sent to [email protected] or our registered office.

We may send notices to the email address, account notification area or Marketplace contact associated with your account.

27. General provisions

Assignment: You may not assign the agreement without our written consent. We may assign it as part of a restructuring, financing or transfer of the relevant business, provided your rights are not materially reduced.
No partnership: The agreement does not create a partnership, employment, agency or joint venture.
Third-party rights: A person who is not a party has no right to enforce the agreement under the Contracts (Rights of Third Parties) Act 1999.
Severability: If a provision is unenforceable, it will be adjusted or removed only to the extent necessary, and the remainder continues.
Waiver: Delay in enforcing a right is not a waiver.
Entire agreement: The documents listed under Scope and order of documents form the entire agreement concerning the Service and replace earlier discussions about the same subject.

28. Governing law

The agreement is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except where the parties agree another dispute-resolution process in writing.

29. Contact

For contractual, legal or support enquiries:

JD Web Services Ltd trading as The Voice Concierge
104 High Street, Mold, Flintshire, CH7 1BH
Email: [email protected]