Terms of Service

Last updated: February 2026

1. Who We Are

The First Contact ("we", "us", "our") provides a virtual UK landline number and smart call answering service for small businesses and sole traders. By using our service you agree to these terms.

2. The Service

We provide:

• A UK geographic landline number assigned to your account
• Call forwarding to your mobile number
• Professional call answering when you do not pick up
• SMS notification with caller details within 60 seconds

The service is provided on a best-efforts basis with a target uptime of 99.7%. We are not liable for outages caused by third-party providers including Twilio, VAPI, or mobile network operators.

3. Pricing and Billing

Our pricing is £10 per month base fee plus £0.85 per call answered by our service. You are only charged for calls we answer. If you answer the call yourself, there is no per-call charge.

You will be billed monthly via Stripe. Usage charges (per-call fees) are billed at the end of each billing cycle. All prices are exclusive of VAT where applicable.

We offer a 7-day free trial with no card required. After the trial period, a payment method is required to continue the service.

4. Cancellation and Refunds

You may cancel at any time with no cancellation fees. Your number will remain active until the end of your current billing period.

We offer a 30-day money-back guarantee. If you are not satisfied within 30 days of your first paid month, contact us and we will issue a full refund of your base fee.

5. Your Responsibilities

• You must provide accurate information when signing up
• You must not use the service for unlawful purposes
• You must not use the service to harass, deceive, or defraud callers
• You are responsible for informing callers that calls may be recorded or handled by a third-party service where legally required

6. Call Recording and Data

Calls answered by our service may be recorded for quality and transcription purposes. Recordings are stored for 30 days and transcripts for 90 days. All data is held on UK-based servers and handled in accordance with our Privacy Policy and GDPR.

7. Phone Numbers

Phone numbers assigned to your account remain the property of our telephony provider (Twilio). If you cancel your account, you will lose your assigned number unless you arrange to port it before cancellation. Number porting requests should be made at least 14 days before cancellation.

8. Limitation of Liability

We are not liable for any missed calls, lost business, or consequential damages arising from service downtime or failure. Our total liability is limited to the fees paid by you in the preceding month.

9. Changes to These Terms

We may update these terms from time to time. We will notify you by email at least 14 days before any material changes take effect. Continued use of the service after that date constitutes acceptance of the new terms.

10. Contact

Questions about these terms? Email us at [email protected]