Terms & Conditions

These terms govern your access to and use of the Scarlett AI service (“Scarlett”, “the Service”), provided by Alta Vena Technologies Ltd (trading as Scarlett), a company registered in England and Wales (company number 17330369, registered office in London, UK) (“we”, “us”, “our”). By creating an account, paying a subscription, or otherwise using Scarlett you agree to these terms. If you don’t agree, please don’t use the Service.

1. The Service

Scarlett is an AI receptionist for UK tradespeople. We answer inbound calls to a phone number we allocate to you, qualify callers, capture lead details, book appointments into your calendar, and follow up by SMS where appropriate. We do this using a combination of speech-to-text, large language models and text-to-speech systems described in our Privacy Policy.

Scarlett is sold and supported only for use by businesses, partnerships and sole traders established in the United Kingdom. You confirm you are signing up as a business and not as a consumer.

2. Your account

To use Scarlett you must create an account, give us accurate information about your business, and verify your email address. You’re responsible for everything that happens under your account, including any activity by your staff members or anyone you give access to. Keep your login credentials private; tell us straight away if you think they’ve been compromised.

You must be at least 18 years old and authorised to enter into this contract on behalf of the business you’re signing up.

3. Free trial

New accounts get a 14-day free trial of Scarlett, starting the day you complete signup. We ask for a payment method at signup but don’t charge anything during the trial, and you may start the trial without one. You can cancel at any time during the trial via the customer portal or by emailing us, in which case no charge is ever made.

At the end of the trial we’ll automatically start your paid subscription on the plan you selected at signup, billed monthly in advance to the payment method on file. If you don’t want that to happen, cancel before the trial ends.

4. Subscriptions, billing and cancellation

Scarlett is sold on a monthly subscription. The pricing in effect at the time you subscribe is shown on our pricing page and the relevant Stripe checkout. As of 15 May 2026 we operate two tiers:

• Premium User — £149 per month exclusive of VAT, including three user logins and call forwarding to an unlimited number of your own internal numbers
• Premium Bundle — £199 per month exclusive of VAT, including everything in Premium User plus the website we build and host for you, as described in section 5

Additional user logins beyond the three included are not sold self-serve. If you need more, contact us and we’ll agree the arrangement with you directly.

All prices are stated exclusive of VAT. Alta Vena Technologies Ltd is not currently VAT registered, so no VAT is added and the amount you pay today is the price shown. If and when Alta Vena becomes VAT registered, VAT will be added to the prices above at the prevailing rate. We’ll give you notice before that happens.

We use Stripe to take card payments; you also agree to Stripe’s terms when you provide a card.

On Premium User you can cancel your subscription at any time via the Billing section of your dashboard or via the Stripe customer portal. When you cancel, your subscription continues to the end of the period you’ve already paid for and is not renewed after that. Premium Bundle works differently and has a 90-day notice period — see section 5.2, which applies instead of this paragraph. We don’t offer refunds for partial months except where required by law.

We may change our prices, but if we do, we’ll give you at least 30 days’ notice by email before the new price applies to your subscription. You can cancel before the new price takes effect if you don’t want to continue.

5. Websites (Premium Bundle only)

If you are on Premium Bundle we build you a website, put it on a domain you own, host it and make changes for you. This section is what you are actually buying, and the parts people are usually surprised by are set out plainly rather than buried.

5.1 The website is a service, not something you buy

There is no build fee. We do the work up front and recover it over the months you stay, which is why the site is part of the subscription rather than an asset you own outright. While you subscribe, the site is yours to use, change and put on your business cards. When the subscription ends, the site stops being served. Section 5.4 sets out exactly what you keep.

5.2 Ninety days’ notice

Premium Bundle has a 90-day notice period. Premium User does not. If you are on Premium User you can still cancel at any time as described in section 4, and moving to Premium Bundle is what brings the notice period into effect. This applies to Premium Bundle subscriptions started on or after 15 May 2026.

To cancel, tell us and the 90 days runs from the day we receive that. You keep the website, the hosting and your changes for the whole notice period, and you are billed monthly as usual until it ends.

The reason for the notice period is the free build. Without it, somebody could take a website built at our cost and leave the following month. If you would rather pay for a site outright and own it, we are not the right supplier and we would rather say so before you sign than after.

5.3 Your domain is always yours

You buy and own your domain name. We do not register domains, we do not hold them on your behalf, and we never take control of one. All we do is ask you to point it at our servers, which is two DNS records that you or we can undo at any time. Your email and anything else on that domain is unaffected.

When your subscription ends we remove your domain from our hosting so you are free to point it wherever you like. We will not hold a domain, or a DNS record, to encourage you to stay.

5.4 What you keep when you leave

You keep:

• Your domain name. You bought it and it is yours.
• Your photographs and your words. Anything you gave us is your property. Ask and we will send your images back as files, along with the text of your site.
• Your enquiries. Every enquiry your site received is in your Scarlett inbox and can be exported like any other message.

You can also ask us for a copy of the finished site as a folder of web files. Please read this next sentence before relying on it: that folder cannot be imported into WordPress, Wix, Squarespace or any other website builder. It is the raw ingredients of the page. A web developer could put it online for you; you will not be able to upload it anywhere yourself. We would rather tell you that now than hand you a file you cannot use and call it an export.

We do not sell the site outright, and there is no fee that transfers ownership of it to you. If that is what you need, a one-off website build from a local designer is the better purchase and we will happily say so.

5.5 Changes and the monthly allowance

Premium Bundle includes 30 minutes of changes to your website each month — new services, updated prices, a different phone number, swapped photos. Ask however you like; a message in your own words is fine.

The allowance does not roll over and is not pooled across months. Beyond it we charge £30 per additional 30 minutes, exclusive of VAT, and we will always tell you before doing chargeable work rather than after. Larger pieces of work we will quote for separately.

5.6 What the website does not include

To be clear about the boundary, Premium Bundle does not include:

• Search engine optimisation
• A domain name — you buy and own yours
• Logo or brand design
• Copywriting beyond the website itself
• E-commerce or a customer login area

Some competitors bundle SEO at a lower price. If SEO is what you want, buy that from someone who does it.

5.7 What we need from you

We cannot build the site without a few things from you: your business details, a domain, and confirmation of any trade accreditations you want shown. We only publish accreditations you confirm you hold, because claims like Gas Safe or NICEIC are publicly checkable and both of us carry the consequences of getting one wrong. You are responsible for the accuracy of what you tell us and for owning the rights to any photographs you send.

Nothing goes live until you have seen it and approved it.

6. Fair usage policy

Our plan is advertised as “unlimited calls”. That’s deliberate: our typical customer takes anywhere from a handful to several hundred calls a month and we want price to reflect business value, not per-minute metering. But “unlimited” isn’t infinite. To keep the Service stable and the pricing fair for everyone, the following limits apply.

6.1 Soft monthly cap

We consider call volumes up to 1,500 inbound calls per account per calendar month to be within normal fair use for a UK tradesperson or small trades team. The vast majority of our customers fall well below this. If your account averages above this cap for two consecutive months, we’ll get in touch personally to talk through options — either an enterprise plan with priced minutes, or a custom arrangement that matches your volume. We will never silently rate-limit your number without telling you first.

6.2 What counts as a call

A “call” for fair-use purposes means an inbound voice call to a Scarlett-allocated number that connects for at least 10 seconds. Voicemail-style hang-ups under 10 seconds, silent calls, and obvious automated dialler tests don’t count toward your cap. SMS follow-ups sent by Scarlett are included in the price and aren’t separately metered.

6.3 What you must not use Scarlett for

You may not use Scarlett, and we may suspend or terminate your account if we believe you have used it, for any of the following:

• Outbound cold-calling, robocalling, telemarketing, or any outbound voice activity that is not a direct response to an inbound enquiry from a customer of yours.
• Receiving calls to numbers that are not the Scarlett-allocated number we’ve issued to you (e.g. you may not point a premium-rate or international number at our service).
• Conducting business that is unlawful in England and Wales, including but not limited to unlicensed gas work, unlicensed electrical installation work where a registration scheme applies, or any activity an OFCOM-regulated provider would decline.
• Operating multiple businesses on a single subscription. Each distinct trading business or brand that takes inbound enquiries through Scarlett needs its own subscription. The three included user logins are for people within one business, not for separate businesses sharing an account.
• Reselling, sub-licensing, white-labelling, or otherwise providing Scarlett as a service to third parties, except where user logins are issued to staff or subcontractors performing work for your own business.
• Attempting to scrape, reverse engineer, model-extract, or otherwise replicate the Service, including the system prompts and conversational behaviour of the voice agent.
• Inputting content into the Service (in services lists, scenarios, website content, or callers’ speech you encourage) that contains personal data of third parties for whom you have no lawful basis, that is unlawful, defamatory, obscene, or that attempts to instruct the AI to behave in ways contrary to these terms.
• Using Scarlett to mislead callers about who they are speaking to. Our voice agent identifies itself as “Scarlett” at the start of every call and discloses that the call is recorded and analysed by AI; you may not configure or instruct Scarlett to deny it is an AI when asked.
• Sharing your account credentials, or operating two distinct businesses on a single subscription by using each included login for a separate company.

6.4 Excessive concurrent calls

Scarlett is provisioned for a sensible level of concurrency. If your inbound traffic regularly exceeds 5 simultaneous calls, please contact us to discuss your volume. Otherwise callers beyond that concurrency limit may hear a polite holding message or be diverted to voicemail.

6.5 What happens if you exceed fair use

We will always speak to you before taking any restrictive action. If your account meaningfully and consistently exceeds these limits, our approach is, in order: (a) email and ring you to understand the cause; (b) propose an enterprise plan or custom pricing; (c) if neither (a) nor (b) leads anywhere, give you 30 days’ notice that the Service will be suspended. We will only act faster than this if you are actively using Scarlett to do something illegal, fraudulent, or that puts the platform at immediate risk for other customers — in which case we may suspend immediately and explain afterwards.

7. Call recording and consent

Inbound calls to your Scarlett number are recorded and transcribed. The opening Scarlett speaks on every call discloses that the call is recorded and analysed by AI, which satisfies the lawful-basis requirement under UK GDPR for the purpose of running our service. You are responsible for ensuring that any phone number you advertise as a Scarlett number is presented to your customers as a way to reach your business, and that nothing in your separate marketing contradicts our recording disclosure.

Recording retention defaults to 90 days, with a transcript and call summary kept while your account is active. See the Privacy Policy for the full data retention schedule.

8. Your data and our data

You own everything you put into Scarlett — your business details, services list, scenarios, customer call data, transcripts, and recordings. You grant us a non-exclusive licence to process all of that solely for the purpose of operating the Service for you, providing support, and meeting our legal obligations.

We own Scarlett — the software, the website, the voice agent, the system prompts, the brand, and any aggregated or anonymised analytics derived from how the platform is used in total across customers (no individual customer’s data is identifiable in that aggregate). We will never sell your raw call data, your customers’ data, or your contact list to anyone.

On request, and within 30 days, we will export your raw account data in a machine-readable format and delete it from our systems in accordance with your rights under UK GDPR.

9. Service availability

Scarlett is provided on a best-efforts basis and we don’t warrant uninterrupted operation. We target 99.9% availability for the call-handling service and the dashboard, but downtime happens — for upstream provider outages (Twilio, Anthropic, Speechmatics, ElevenLabs, Stripe, Supabase, Vercel, SendGrid), for our own deployments, and for the rare hard failure. If a call comes in while Scarlett is unavailable, standard Twilio voicemail or a configured fallback number will apply.

If you experience meaningful downtime attributable to us, please contact support. Service credits are at our discretion.

10. Liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded under English law. Subject to that:

• Our total aggregate liability to you under or in connection with these terms in any 12-month period is limited to the total subscription fees you actually paid us in that 12-month period.
• We are not liable for any loss of profit, loss of business, loss of contracts, loss of anticipated savings, loss of goodwill, loss of data, or any indirect or consequential loss, however arising.
• We are not liable for the consequences of Scarlett booking, quoting, declining, or misclassifying a call — you remain responsible for the work you do for your customers, and for checking and confirming bookings, quotes and other commitments before they take effect.

11. Suspension and termination

You can close your account at any time via the dashboard or by emailing us. We can suspend or terminate your account if you materially breach these terms (including the fair usage policy in section 6), fail to pay, or use Scarlett for unlawful purposes. We’ll give you reasonable notice and a chance to remedy where the breach is capable of remedy. On termination you’ll lose access to the Service and your data is deleted in accordance with the Privacy Policy.

12. Changes to these terms

We may update these terms from time to time. If we make changes we consider material, we’ll email you at the address on your account at least 30 days before they take effect. Changes that are purely clarifying — fixing typos, restructuring, updating references — take effect when we publish them. The current version is always at this URL with a Last updated date at the top.

13. Governing law and jurisdiction

These terms are governed by the laws of England and Wales. Any dispute that we can’t resolve between us will be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in this clause prevents us pursuing an injunction in any competent jurisdiction.

14. Contact

Questions about these terms or about your account can go to hello@getscarlett.ai. Notices that need to be in writing for legal purposes can be sent to Alta Vena Technologies Ltd, registered office in London, UK — full address available on request and on Companies House (company number 17330369).