Terms of Service

What changed — October 2026

Three corrections, so these Terms match what the Platform does. Clause 7.5 no longer says the phone greeting can be configured: the greeting Confirmed supplies always tells the caller they are speaking to an AI assistant and that the call may be recorded. Clause 7.6 no longer says images are stored in your Account: the image itself is not stored, and for a hair, nail or beauty salon, a barbershop or a day spa that has chosen that business type, only a short form of style details — or a note that the photo showed skin, a possible condition or writing — is kept with the enquiry. Sections 3 and 9 now list every task Google Gemini performs, including reading those photos, and that OpenAI plans a turn when Gemini is unavailable.

What changed — August 2026

We have brought these Terms in line with what the Platform actually does. Section 3 now lists every channel we ship — website chat, WhatsApp, Instagram, SMS, the AI phone line, the shared inbox and the AI Consultant — and names the AI providers that see your conversations. Section 5 is repriced to the current Front Desk and Front Desk Pro plans, with the included allowances and the charge for going over them written out in full.

We have also added terms we did not have before: fair use, an honest disclaimer about what an AI booking assistant can and cannot do, your obligations around call recording notices and health information, and clause 8.4 on anonymised, aggregated statistics. Make.com no longer appears in section 9 because we no longer use it.

1. Definitions

2. Acceptance of Terms

By creating an Account or using the Platform, you agree to be bound by these Terms of Service and our Privacy Policy. If you are entering into these Terms on behalf of a business, you represent that you have authority to bind that business.

If you do not agree to these Terms, you must not use the Platform.

3. The Confirmed Platform

3.1 What We Provide

Confirmed answers enquiries and takes bookings for service businesses. The Platform includes:

• An AI assistant embedded on your website
• WhatsApp and Instagram direct messages, answered on your own business accounts through Meta's official APIs
• SMS, including a STOP/START opt-out list we hold and honour on your behalf
• An AI phone line that answers calls on a number you connect
• A shared inbox where your team can read every conversation on every channel and take over from the AI at any moment
• Bookings, reschedules and cancellations, with sync to Google Calendar, Microsoft Outlook or iCal
• Deposits and payments through Stripe Connect (see clause 5.6)
• Booking confirmations and reminders
• An AI Consultant and reporting built on your own numbers, on the Front Desk Pro plan
• A dashboard for services, staff, opening hours, knowledge and settings

Which of these you get depends on your plan. Section 5 sets out what each plan includes.

3.2 AI-Generated Responses

How it works. The AI model never carries out an action. It reads the conversation and produces a plan; our own code then checks that plan against your services, prices, staff and diary, and performs the actual step — offering a time, holding a slot, writing a booking, requesting a deposit. Anything the plan does not support is not executed. This is why the assistant cannot invent a booking that your diary does not allow.

Who processes your conversations. We use Google (Gemini) to plan each turn of a conversation, to run short checks on a customer's message, to write the one-line note you see on each conversation, to read photos as clause 7.6 describes and to write the reply when OpenAI is unavailable; and OpenAI to write the reply, to plan a turn when Gemini is unavailable, to produce insight reports and to run the AI Consultant. What each provider receives is set out in our Privacy Policy and in the DPA. No other AI provider receives your Content. If that changes, we will update section 9 and tell you.

What it cannot do. AI responses are produced automatically and may be inaccurate, incomplete or unsuitable. The assistant only knows what you have configured — if your services, prices, policies or opening hours are wrong or out of date in your dashboard, its answers will be wrong too. It is a booking assistant, not a professional adviser, and it does not give medical, clinical, cosmetic or other professional advice. We do not guarantee the accuracy of AI-generated content. You are responsible for your configuration and for checking your own diary.

3.3 Service Availability

We aim to provide continuous access to the Platform but do not guarantee uninterrupted availability, and we do not offer a service level agreement unless we have agreed one with you in writing. We may carry out maintenance and updates, and we depend on third-party services (section 9) that can fail independently of us. We will endeavour to give reasonable notice of planned maintenance.

3.4 Automated Abuse Controls

The Platform applies automated controls that protect you from abuse — for example refusing obviously invalid phone numbers and capping how many bookings can be made from one number or one IP address in a period. These controls can refuse an End User's request. They are protective measures, not decisions about a person that produce legal or similarly significant effects, and a human can always override them: your team can take over any conversation and make the booking directly.

4. Accounts and Eligibility

• You must be at least 18 years old and operate a legitimate business to create an Account.
• You are responsible for maintaining the security of your Account credentials, and for what the people you give access to do with it.
• You must provide accurate and complete information when registering.
• You must not share your Account with third parties or allow unauthorised access.
• We reserve the right to suspend or terminate Accounts that violate these Terms.

5. Subscriptions and Billing

5.1 Plans

The Platform is offered on a subscription basis. Current plans and pricing are at razaq.ai/pricing. All prices are exclusive of VAT.

5.2 Free Trials

We offer a 30-day free trial. A payment card is required to start it. Cancel at any point before the trial ends and you will not be charged; otherwise the trial converts automatically to the paid plan you selected.

5.3 Payment

Subscriptions are billed monthly in advance through Stripe. By providing payment details you authorise us to charge the applicable subscription fee and any usage charges under clause 5.7. All prices are exclusive of VAT.

5.4 Cancellation

You may cancel your subscription at any time from your dashboard. Cancellation takes effect at the end of the current billing period. We do not provide refunds for unused portions of a billing period, except where required by law.

5.5 Price Changes

We may change subscription prices, included allowances or usage rates with at least 30 days' written notice. Continued use of the Platform after the change takes effect constitutes acceptance of the new price.

5.6 Deposits and Payments

The Platform lets you take deposits and payments from End Users through Stripe Connect. You are the merchant of record. Payments are made on your behalf into your own connected Stripe account; Confirmed provides the software that requests and tracks them and is not a party to the contract between you and the End User. To use this feature you must complete Stripe onboarding and you are bound by Stripe's own terms.

Your deposit, cancellation and refund policy is yours to set, to publish to your customers, and to apply. Refunds are issued by you.

Where an End User disputes a payment, the dispute is decided through the payment provider's own chargeback process, on the evidence submitted, and neither you nor we control the outcome. You are responsible for the underlying booking and for supplying evidence promptly when we ask for it. Where a disputed payment is reversed, the reversed amount and any dispute fee relate to your transaction, and we may recover them from you or set them off against sums we owe you.

5.7 Included Usage, Overages and Fair Use

Each plan includes a monthly allowance: 500 conversations, and on Front Desk Pro 500 AI phone-line minutes. Allowances apply per Account per billing period and do not roll over. Beyond the allowance, additional conversations are charged at 30p each and additional call minutes at 20p per minute, in addition to your subscription fee. We will tell you on request exactly how conversations and call minutes are counted.

The allowances assume ordinary use by one business. If your usage is materially out of line with that — for example automated or bulk traffic, or use on behalf of businesses other than your own — we may ask you to move to a suitable plan, and we may apply rate limits or suspend a Channel where usage threatens the stability of the Platform or breaches the rules of a third-party provider we depend on.

Some Channels carry fees set by others, such as messaging fees charged by Meta or by mobile networks. Where a charge of that kind would be passed on to you, we will tell you what it is before it applies.

6. Acceptable Use

You agree not to use the Platform to:

• Violate any applicable law or regulation
• Transmit spam, unsolicited messages, or harassing content
• Send marketing to people who have not consented, or to any number that has opted out of SMS
• Ask End Users for health information, medical history, or other special category data (see clause 7.6)
• Operate the AI phone line without giving callers the notices the law requires (see clause 7.5)
• Upload malicious code, viruses, or attempt to compromise Platform security
• Impersonate any person or business
• Process personal data in a manner that violates UK GDPR or other applicable data protection law
• Use the Platform in connection with any unlawful, deceptive, or harmful business practice
• Resell or sublicense access to the Platform without our written consent

We reserve the right to suspend or terminate access immediately if we reasonably believe these rules are being violated.

7. Data and Privacy

7.1 Privacy Policy

Our Privacy Policy explains how we collect and use personal data. By using the Platform, you agree to our Privacy Policy.

7.2 Roles

For personal data about End Users — the people who message, call and book — you are the data controller and Razaq Ltd is your data processor. For your own account data, such as your business details, your staff logins and your billing records, Razaq Ltd is the controller; our Privacy Policy describes that processing.

7.3 Data Processing Agreement

Business Customers are required to accept our Data Processing Agreement (DPA), which forms part of these Terms and is incorporated by reference. By using the Platform, you agree to the DPA. A copy is available at razaq.ai/dpa.

7.4 Your Obligations

You are responsible for: having a lawful basis for collecting End User personal data through the Platform; giving End Users a compliant privacy notice on every Channel you enable; obtaining consent where a Channel requires it; responding to End User data rights requests, with our assistance as set out in the DPA; and ensuring your use of the Platform complies with UK GDPR and other applicable law.

7.5 Voice Calls and Recording Notices

If you enable the AI phone line, you are responsible for making sure callers receive whatever notice the law requires — including notice that they are speaking to an automated assistant, and notice of any recording or monitoring. The greeting Confirmed supplies always says both.

Calls to the AI phone line are recorded by our voice provider, Retell AI, which holds the audio under its own retention arrangements. Confirmed itself stores no call audio: voice conversations are kept as text in the same way as any other conversation, and the caller's number is kept in the call usage record. Because calls are recorded, you must ensure callers are given a recording notice. The AI greeting states that the caller is speaking to an AI assistant and that the call may be recorded; you must not disable or replace that notice, and you are responsible for any additional notice your own line or regulator requires.

7.6 Images and Health Information

End Users can upload images into a conversation. In a beauty or aesthetics setting those images may show skin, hair or body, and may amount to health data. The image itself is not stored. Where you have chosen a hair, nail or beauty salon, a barbershop or a day spa as your business type, Google Gemini reads the image, and what is kept with the enquiry, to answer it, is a short form of style details — or, for a photo that shows skin, may show a condition or has writing in it, only a note of that kind of photo, with nothing about it described. Otherwise, images are not sent to any AI model. Our Privacy Policy and the DPA (Clause 5.3) set out exactly what is kept.

You must not configure or use the Platform to solicit health information, medical history, or other special category data from End Users. Where you need that information — for a patch test, a consultation form, or a contraindication check — collect it through your own process, with your own lawful basis and your own notice.

7.7 Where Data Is Held

Most of the providers listed in section 9 are based in the United States or route data globally. We do not offer UK or EU data residency. International transfers rely on the UK International Data Transfer Agreement, or the UK Addendum to the EU Standard Contractual Clauses, as applicable. Our error monitoring is hosted in the EU.

8. Intellectual Property

8.1 Our IP

All intellectual property rights in the Platform, including software, design, trademarks, and underlying technology, belong to Razaq Ltd. Nothing in these Terms transfers any IP rights to you.

8.2 Your Content

You retain ownership of any Content you upload to the Platform. You grant Razaq Ltd a non-exclusive, royalty-free licence to use that Content solely to provide the Platform to you, and as set out in clause 8.4.

8.3 Feedback

If you provide feedback or suggestions about the Platform, we may use them without restriction or obligation to you.

8.4 Anonymised, Aggregated Statistics

We may create Aggregated Statistics from the way the Platform is used — for example booking volumes, utilisation, no-show rates, response times and conversion rates — and we may use them to operate, secure, measure, benchmark and improve the Platform, and to produce industry-level insight and benchmarks for our customers and for our own business.

Aggregated Statistics must not identify you, your business, any End User, or any other individual, and we will not publish figures attributed to your business without your written consent. Aggregated Statistics are not personal data and are not your Content: as between you and us, they and any material derived from them are the property of Razaq Ltd. This clause survives termination of these Terms, and we may continue to use Aggregated Statistics afterwards.

To be plain about what we do today: the metrics we log for your business each day — utilisation, no-show rate, repeat-client rate, confirmed revenue and total bookings — stay inside your own Account, and we do not currently combine data across businesses. This clause is what permits us to do so in future on an anonymised, aggregated basis.

9. Third-Party Services

The Platform depends on the third-party providers below. Your use of them is subject to their own terms and privacy policies, and we are not responsible for their availability or performance. This is also our sub-processor list for data protection purposes; the Privacy Policy and the DPA describe what each one receives.

We may also disclose data where required by law, court order, or regulatory authority.

10. Disclaimers

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE". TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not warrant that: the Platform will meet your specific requirements; the Platform will be uninterrupted, timely, or error-free; AI-generated responses will be accurate or appropriate; or any defects will be corrected.

About the assistant specifically. It can misread a message, miss the point of a question, or answer from information that is out of date because your dashboard is out of date. It can decline a booking that you would have accepted, and it can accept one you would rather it had not. It gives no professional, medical or clinical advice and must not be relied on as if it did. The Platform is a tool for running your front desk; it does not replace your own judgement, your own diary checks, or your duty to your customers. Where a conversation matters, take it over — your team can do so at any time.

11. Limitation of Liability

To the maximum extent permitted by applicable law:

• Razaq Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages.
• Our total aggregate liability to you for any claim arising out of or related to these Terms or the Platform shall not exceed the total fees paid by you to us in the 12 months preceding the claim.
• Nothing in these Terms limits or excludes liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded or limited by English law.

12. Indemnification

You agree to indemnify and hold harmless Razaq Ltd and its officers, directors, and employees from any claims, losses, damages, and expenses (including reasonable legal fees) arising from: (a) your use of the Platform; (b) your breach of these Terms; (c) your violation of any third-party rights; (d) any claim by an End User relating to your business, including any booking, deposit, refund or treatment; (e) the services, prices, policies or knowledge you configure, where these cause the assistant to give an incorrect or unlawful answer; or (f) messages sent through your Account without the recipient's consent.

13. Term and Termination

These Terms apply from the date you first use the Platform and continue until your subscription ends or is terminated.

We may suspend or terminate your access immediately if: you breach these Terms and (where the breach is capable of remedy) fail to remedy it within 14 days of written notice; you become insolvent or enter administration; or we are required to do so by law.

On termination, your right to access the Platform ceases. You may request an export of your data within 30 days of termination. We hold the data in your Account for as long as your Account is open, and we will delete it on your request or after that 30-day export window, in line with the retention periods in our Privacy Policy.

Three things outlive termination. We keep booking and payment references for seven years because tax and accounting law requires it. We keep SMS opt-out records indefinitely, by design, so that someone who has told us to stop is never messaged again. And Aggregated Statistics under clause 8.4, which are not personal data, are unaffected.

14. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email or in-platform notification at least 14 days before the changes take effect. Your continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

15. Governing Law and Disputes

These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Before commencing formal proceedings, the parties agree to attempt to resolve any dispute by good-faith negotiation for a period of 30 days.

16. General

Entire Agreement: These Terms (including our Privacy Policy and DPA) constitute the entire agreement between you and Razaq Ltd regarding the Platform.

Severability: If any provision is found unenforceable, the remaining provisions continue in full force.

Waiver: Failure to enforce any provision does not constitute a waiver of our right to enforce it in future.

Assignment: You may not assign these Terms without our written consent. We may assign our rights and obligations at any time.

Survival: Sections 8, 10, 11, 12, 13, 15 and 16 survive termination of these Terms.

Force Majeure: We are not liable for delays or failures caused by circumstances beyond our reasonable control.

17. Contact

Razaq Ltd
Email: legal@razaq.ai
Website: razaq.ai
General and multi-site enquiries: hello@razaq.ai
For data protection enquiries: privacy@razaq.ai

© 2026 Razaq Ltd. All rights reserved.