Ringbridge Terms of Service

1. About these Terms

These Terms govern:

• your use of the Ringbridge website;
• demonstrations, trials and sample services;
• paid Ringbridge call-handling services;
• associated booking, messaging, integration and reporting features; and
• any related services described in an Order.

Ringbridge is a business-to-business service.

By entering into an Order for Ringbridge, you confirm that you are acting wholly or mainly for the purposes of your trade, business, craft or profession and not as a consumer.

If you are purchasing Ringbridge on behalf of a company, partnership or other organisation, you confirm that you have authority to bind that organisation.

2. How the contract is formed

A contract between you and Ringbridge is formed when one of the following occurs:

• you sign or electronically accept an Order, proposal or quotation referring to these Terms;
• you accept these Terms through an online purchasing or onboarding process;
• you instruct us to begin providing a paid Ringbridge service after being given access to these Terms; or
• we otherwise confirm in writing that your Ringbridge service has commenced subject to these Terms.

The contract consists of:

1. the relevant Order, proposal or quotation;
2. any specific service schedule expressly incorporated into it;
3. the Data Processing Schedule at the end of these Terms; and
4. these Terms.

If there is a conflict, the documents apply in that order, except that the Data Processing Schedule takes precedence in relation to processing Customer Personal Data.

3. Definitions

In these Terms:

Customer means the person or organisation purchasing Ringbridge.

Customer Call means a genuine call from a caller that is connected to Ringbridge and in which Ringbridge materially handles the conversation.

Customer Data means data, information, content, instructions, business rules, recordings, transcripts and other material supplied by or processed for the Customer through Ringbridge.

Customer Personal Data means personal data that Ringbridge processes on behalf of the Customer.

Initial Term means the initial minimum contract period stated in the Order. Unless the Order states otherwise, the Initial Term is three months.

Integration means any connection between Ringbridge and a third-party calendar, booking system, job-management system, CRM, messaging service or other software.

Order means an order form, proposal, quotation, statement of work or similar document describing the Ringbridge service purchased by the Customer.

Ringbridge Service or Service means the call-handling, conversational, booking, workflow, messaging, reporting and related functionality provided by Ringbridge.

4. What Ringbridge does

Ringbridge provides call-handling and related automation for trades, garages, field-service businesses and other service businesses.

Depending on the configuration purchased, Ringbridge may:

• answer incoming telephone calls;
• understand why a caller is contacting the business;
• collect caller and job information;
• answer approved questions;
• use business information supplied by the Customer;
• apply configured coverage, service or booking rules;
• check appointment availability;
• create bookings;
• transfer calls;
• create callbacks or messages;
• send confirmations;
• interact with approved third-party systems;
• create call summaries and transcripts;
• classify call outcomes;
• provide call and service analytics; and
• perform quality checking to help identify improvements.

The exact functionality available to a Customer depends on the Order and the Customer's configuration.

5. Ringbridge is configured around your business

Ringbridge is not supplied as an unrestricted autonomous system.

Before or during onboarding, we may ask the Customer to provide information such as:

• services offered;
• services not offered;
• opening hours;
• geographical coverage;
• prices;
• pricing rules;
• booking rules;
• appointment durations;
• availability;
• questions callers should be asked;
• situations requiring transfer or escalation;
• emergency or safety instructions;
• customer-facing policies;
• authorised integrations;
• other information needed to configure the Service.

The Customer is responsible for ensuring that this information is accurate, current and lawful.

Ringbridge is entitled to rely on information and instructions provided by the Customer.

6. Customer responsibilities

The Customer must:

• provide accurate and up-to-date configuration information;
• promptly tell Ringbridge about material changes to its services, prices, availability or business rules;
• ensure it has all rights and permissions necessary to provide Customer Data to Ringbridge;
• use Ringbridge only for lawful business purposes;
• ensure its use of Ringbridge complies with applicable laws and regulatory obligations;
• keep its account credentials secure;
• ensure authorised users understand the limits of the Service;
• review any important configuration or business rules supplied to Ringbridge;
• respond reasonably to questions or issues raised during onboarding or support;
• ensure suitable human processes exist where a call needs escalation or review.

The Customer must not deliberately configure Ringbridge to mislead callers or cause Ringbridge to make statements the Customer knows are false or unlawful.

7. Calls, recordings and caller transparency

Where recording or transcription is enabled, Ringbridge may record and transcribe calls handled for the Customer.

The Customer is responsible for determining the appropriate lawful basis for its processing of caller information and for providing any privacy or recording notices required by applicable law.

Ringbridge can assist with configuring a call introduction or recording notice, but responsibility for the Customer's transparency obligations remains with the Customer.

The Customer must maintain an appropriate privacy notice explaining how it uses personal information collected through its business, including information processed through Ringbridge where applicable.

Ringbridge does not advise the Customer that consent is necessarily required for every recording. The lawful basis will depend on the Customer's circumstances and purposes.

8. Artificial intelligence and automated processing

Ringbridge uses artificial intelligence and automated systems as part of the Service.

AI systems can misunderstand language, make incorrect classifications or produce inaccurate responses.

Ringbridge is designed to reduce those risks through measures including:

• defined business rules;
• controlled permissions;
• structured business information;
• escalation paths;
• quality checking;
• review of unusual or problematic calls; and
• testing of material improvements where appropriate.

However, no AI service can be guaranteed to be error-free.

The Customer acknowledges that:

• Ringbridge may occasionally misunderstand a caller;
• a transcription may contain errors;
• caller-provided information may itself be inaccurate;
• an external integration may return incomplete or incorrect information;
• an AI-generated summary may require interpretation;
• a booking or action may fail because of factors outside Ringbridge's control.

Ringbridge will use reasonable skill and care in providing the Service but does not guarantee perfect accuracy.

9. Human escalation

Ringbridge can be configured so that particular calls or situations are:

• transferred;
• referred for callback;
• recorded as requiring human attention; or
• handled according to another agreed process.

The Customer is responsible for identifying circumstances in which Ringbridge should not make or complete a decision.

Ringbridge does not guarantee that a nominated person will answer a transferred call or respond to a callback request.

10. Emergency and safety-critical use

Ringbridge is not an emergency service.

The Customer must not rely on Ringbridge as a substitute for:

• 999 or 112 emergency services;
• emergency medical assistance;
• emergency gas or utility services;
• immediate safety intervention;
• other life-critical or safety-critical services.

Where the Customer's business may receive urgent or hazardous enquiries, the Customer must provide appropriate emergency instructions and escalation rules.

Ringbridge may refuse to implement a workflow that we reasonably believe creates an unacceptable safety or legal risk.

11. Regulated and specialist advice

Unless expressly agreed in writing, Ringbridge must not be configured to provide regulated professional advice such as:

• medical diagnosis;
• legal advice;
• regulated financial advice;
• regulated insurance advice;
• other advice requiring professional authorisation.

Ringbridge may collect information, provide approved factual business information, arrange appointments or direct callers to an appropriate person.

12. Every-call quality checking

Quality checking forms part of the Ringbridge Service.

Completed calls may be analysed to identify matters such as:

• misunderstood caller intent;
• missing business information;
• incomplete qualification;
• incorrect workflow behaviour;
• questions not covered by the current configuration;
• inappropriate escalation;
• opportunities to improve the Customer's Ringbridge setup.

Not every identified issue will automatically result in a change.

Changes may require:

• review;
• approval;
• updated business information;
• revised rules;
• technical development; or
• testing against previous scenarios.

Ringbridge does not permit an agent to autonomously rewrite the Customer's core business rules merely because of a single call.

13. Service improvement

Ringbridge may use Customer Data to provide, support, secure and improve that Customer's Ringbridge service.

Where Ringbridge uses information for broader product analytics, benchmarking or service improvement outside the individual Customer's service, we will use information that has been aggregated, de-identified or anonymised so that it no longer identifies callers or reveals the Customer's confidential information, unless another use has been expressly agreed.

Ringbridge will not intentionally disclose one Customer's confidential call content or business rules to another Customer.

14. General-purpose AI model training

Ringbridge does not obtain ownership of Customer call content merely because it is processed by the Service.

Unless expressly agreed otherwise in writing, Ringbridge will not itself use identifiable Customer Personal Data to train a general-purpose foundation model.

Where third-party AI or voice providers are used, Ringbridge will configure and contract for their services in accordance with our data-protection obligations.

15. Integrations

Ringbridge may support Integrations with third-party services such as:

• calendars;
• booking systems;
• field-service platforms;
• CRM systems;
• messaging services;
• automation tools;
• other software.

An Integration may allow Ringbridge to:

• read availability;
• create or update bookings;
• create customer records;
• create job records;
• send call details;
• trigger another workflow;
• retrieve information required for an authorised call flow.

Availability of an Integration does not imply that Ringbridge is endorsed by or formally partnered with the third-party provider.

16. Third-party services

Integrations and parts of the Ringbridge infrastructure depend on third-party services.

Those services may:

• change their APIs;
• alter their pricing;
• withdraw functionality;
• experience outages;
• impose usage restrictions;
• suspend accounts;
• discontinue services.

Ringbridge is not responsible for the operation of third-party systems outside our reasonable control.

If a third-party change materially affects an Integration, we will use reasonable efforts to provide an alternative or explain the available options.

We do not guarantee that every third-party Integration will remain available indefinitely.

17. Customer authorisation for integrations

The Customer authorises Ringbridge to access and exchange information with each Integration the Customer chooses to connect, solely as reasonably necessary to provide the configured Service.

The Customer is responsible for:

• ensuring it has authority to connect the relevant third-party account;
• maintaining any licences required by that provider;
• complying with the provider's applicable terms;
• ensuring information within the third-party system is accurate.

The Customer may be required to re-authorise an Integration where third-party authentication expires or changes.

18. Availability and maintenance

We aim to provide a reliable service, but unless a specific service level agreement is included in the Order, Ringbridge does not guarantee uninterrupted or error-free availability.

The Service may occasionally be unavailable because of:

• planned maintenance;
• emergency maintenance;
• telephony-provider issues;
• internet or network disruption;
• cloud-provider outages;
• third-party Integration failures;
• events outside our reasonable control.

Where reasonably practicable, we will schedule planned maintenance to minimise disruption.

19. Telephone numbers and call routing

Ringbridge may operate using:

• call forwarding from the Customer's existing telephone number;
• a telephone number supplied through Ringbridge or a telecommunications provider;
• another agreed call-routing method.

The Customer remains responsible for its own existing telephone services unless the Order states otherwise.

Where a number is supplied through Ringbridge, continued availability or portability may depend on the relevant telecommunications provider and applicable technical or regulatory requirements.

20. Demonstrations and sample calls

Sample calls, transcripts, caller details, vehicle registrations, job prices and similar examples shown on the Ringbridge website may be fictional or scripted illustrations.

Unless clearly labelled otherwise, demonstrations should not be assumed to be recordings of actual customers.

A demonstration illustrates what Ringbridge can be configured to do. It does not guarantee identical behaviour in every production call.

21. Pricing

The Customer must pay the fees set out in the Order.

Ringbridge's standard public pricing may also be displayed on our Pricing page.

Unless otherwise stated in the Order, standard plans are based on a monthly allowance of Customer Calls.

A Customer Call generally means a genuine caller who engages with Ringbridge and has a conversation materially handled by the Service.

We do not normally count:

• obvious spam calls;
• automated robocalls;
• immediate hang-ups;
• failed connections;
• Ringbridge support or testing calls initiated by us.

22. Additional calls and overages

If the Customer exceeds the included monthly call allowance, Ringbridge will continue handling calls unless otherwise agreed.

Additional calls will be charged at the overage rate specified in the Order or applicable pricing schedule.

At the date of these Terms, the standard published overage rate is:

£1.50 per additional Customer Call

unless the Customer's Order states otherwise.

We may contact the Customer if its usage indicates that another plan would be more economical.

23. Unusually high or abnormal usage

Ringbridge plans are intended for ordinary business-call patterns.

If usage is unusually high, automated, abusive or materially different from what would reasonably be expected for the Customer's business, we may contact the Customer to agree:

• a revised plan;
• usage limits;
• specialist pricing; or
• another reasonable arrangement.

We will not use this clause merely to penalise a Customer for an ordinary busy month.

24. Setup

Unless the Order states otherwise, standard onboarding and configuration are included in the monthly Ringbridge price.

Standard setup may include configuration of:

• business information;
• services;
• opening hours;
• prices;
• coverage;
• caller questions;
• booking rules;
• escalation rules;
• supported calendar or booking connections.

Bespoke integrations, unusual workflows, data migration, significant custom development or specialist consultancy may be quoted separately.

We will tell the Customer before incurring separately chargeable custom-development costs.

25. Payment

Unless the Order states otherwise:

• recurring subscription fees are payable monthly in advance;
• usage or overage charges may be invoiced in arrears;
• bespoke implementation or integration charges are payable according to the relevant quotation or Order;
• prices exclude VAT where applicable.

Invoices must be paid by the date shown on the invoice.

The Customer must provide accurate billing information and promptly tell us if it changes.

26. Late payment

If an undisputed payment becomes overdue, Ringbridge may:

• contact the Customer for payment;
• charge statutory interest or recovery costs where legally permitted;
• suspend some or all of the Service after reasonable notice.

We will not normally suspend a live call-handling service for a minor or genuinely disputed billing issue without first attempting to resolve it.

27. Pricing changes

We may change standard pricing from time to time.

A pricing change will not retrospectively alter charges already incurred.

For an existing Customer, we will give reasonable advance notice before a material recurring-price increase takes effect.

Unless otherwise agreed, price changes will take effect no earlier than the next renewal period following that notice.

If the Customer does not accept a material price increase, it may terminate the affected Service before the increase takes effect, provided any Initial Term has expired.

28. Initial Term

Unless the Order states otherwise, Ringbridge has an initial minimum term of:

Three months

The Initial Term exists because Ringbridge is configured and tuned around the Customer's business.

During the Initial Term, the Customer remains responsible for the recurring fees due for that period unless:

• Ringbridge materially breaches the contract and does not remedy the breach as required below; or
• we expressly agree otherwise.

29. Renewal

After the Initial Term, the Service continues on a rolling monthly basis unless the Order states otherwise.

Either party may terminate the rolling Service by giving at least 30 days' written notice.

A notice of termination does not remove the Customer's obligation to pay charges properly incurred before the termination date.

30. Changing plan

The Customer may ask to change its Ringbridge plan.

Plan changes will normally take effect from the next billing period unless agreed otherwise.

If usage consistently exceeds the selected plan, we may recommend a different plan but will not move the Customer without informing it.

31. Suspension

Ringbridge may suspend all or part of the Service where reasonably necessary because:

• fees are materially overdue;
• the Customer is using the Service unlawfully;
• the Customer's use creates a security risk;
• continued operation could expose callers, Ringbridge or another person to material harm;
• the Customer materially breaches these Terms;
• a third-party provider suspends functionality required to provide the Service;
• we are legally required to do so.

Where reasonably possible, we will notify the Customer and give an opportunity to resolve the issue before suspension.

32. Termination for breach

Either party may terminate the contract by written notice if the other party:

• commits a material breach that cannot be remedied; or
• commits a material breach capable of remedy and fails to remedy it within 14 days after receiving written notice requiring it to do so.

A party may also terminate immediately where the other party becomes insolvent, ceases trading or becomes subject to an equivalent formal insolvency process, subject to applicable law.

33. Effect of termination

On termination:

• Ringbridge will stop providing the affected Service;
• outstanding fees become payable;
• Customer access may be disabled;
• connected integrations may be disconnected;
• personal data will be handled in accordance with the Data Processing Schedule;
• provisions intended to survive termination will continue.

Where reasonably possible, we will allow the Customer to request an export of available Customer Data before deletion, subject to technical feasibility, data-protection requirements and payment of outstanding undisputed fees.

34. Customer Data ownership

As between Ringbridge and the Customer, the Customer retains ownership of its Customer Data and business information.

These Terms do not transfer ownership of Customer Data to Ringbridge.

The Customer grants Ringbridge a limited licence to host, copy, transmit, transform and otherwise process Customer Data only to the extent reasonably necessary to:

• provide the Service;
• support the Customer;
• maintain security;
• comply with the contract;
• perform authorised service improvement; and
• comply with law.

35. Ringbridge intellectual property

Ringbridge and its licensors retain all intellectual-property rights in:

• the Ringbridge software;
• platform design;
• workflows;
• source code;
• models and orchestration;
• methods;
• documentation;
• website;
• brand;
• templates;
• generic system improvements;
• know-how;
• other materials developed independently of Customer Data.

The Customer receives only the rights expressly granted under the contract.

36. Customer-specific configuration

Customer-specific business information remains Customer Data.

Ringbridge may nevertheless retain ownership of generic software, techniques, workflow components and know-how used to implement that configuration, provided doing so does not disclose the Customer's confidential information.

37. Feedback

If the Customer gives Ringbridge suggestions or feedback about the Service, Ringbridge may use that feedback to improve its products and services.

We will not identify the Customer publicly as the source of feedback without permission.

38. Confidentiality

Each party must keep the other party's Confidential Information confidential and use it only as necessary to perform or receive the Service.

Confidential Information includes information that:

• is marked confidential;
• is described as confidential; or
• would reasonably be understood to be confidential from its nature or circumstances.

Ringbridge Confidential Information includes non-public technical architecture, security information, software, pricing arrangements and product plans.

Customer Confidential Information includes non-public Customer Data, call content, business rules, customer information and commercially sensitive information.

39. Confidentiality exclusions

Confidentiality obligations do not apply to information that the receiving party can demonstrate:

• was already lawfully known without confidentiality restrictions;
• becomes public without breach of the contract;
• is received lawfully from a third party without confidentiality restrictions;
• is independently developed without reference to the confidential information.

A party may disclose Confidential Information where required by law, court order or regulator, provided it gives advance notice where legally permitted.

40. Data protection

Each party must comply with applicable data-protection law.

For information Ringbridge processes for its own business purposes, Ringbridge may act as an independent controller.

Where Ringbridge processes Customer Personal Data on behalf of the Customer, the Customer normally acts as controller and Ringbridge acts as processor.

The Data Processing Schedule below applies to that processing.

41. Security

Ringbridge will maintain technical and organisational measures appropriate to the nature of the Service and the risks presented by the processing.

Measures may include:

• access controls;
• encryption;
• authentication;
• logging;
• restricted administrative privileges;
• secure software-development practices;
• supplier due diligence;
• backup and recovery controls;
• vulnerability and incident-management processes.

No internet-based service can guarantee absolute security.

42. Customer security responsibilities

The Customer must:

• protect account credentials;
• restrict access to authorised users;
• promptly revoke access for users who no longer require it;
• notify Ringbridge promptly if credentials may have been compromised;
• use reasonable security measures for its own systems and Integrations.

Ringbridge is not responsible for loss caused by the Customer knowingly sharing credentials with an unauthorised person.

43. Warranties

Ringbridge warrants that it will provide the Service with reasonable care and skill.

Except as expressly stated in the contract and to the maximum extent permitted by law, all other warranties, representations and conditions are excluded.

In particular, Ringbridge does not warrant that:

• every call will result in a booking;
• every caller will complete a conversation;
• every call will be understood correctly;
• Ringbridge will generate any particular amount of revenue;
• the Customer will achieve a particular return on investment;
• every third-party Integration will always be available;
• the Service will operate without interruption;
• every transcription or summary will be completely accurate.

44. Customer business decisions

Ringbridge provides communication and workflow technology.

The Customer remains responsible for its own:

• commercial decisions;
• pricing;
• quotations;
• work acceptance;
• staffing;
• scheduling;
• regulatory compliance;
• service delivery;
• customer contracts;
• workmanship;
• health and safety;
• professional obligations.

A booking or enquiry handled by Ringbridge does not amount to Ringbridge accepting responsibility for the Customer's underlying work.

45. Liability that cannot be excluded

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of any liability that cannot lawfully be excluded or limited; or
• any other liability to the extent exclusion or limitation is prohibited by law.

46. Excluded losses

Subject to clause 45, neither party will be liable to the other for:

• indirect or consequential loss;
• loss of anticipated savings;
• loss of goodwill;
• loss of business opportunity;
• loss of anticipated profit;
• loss arising from a third-party service outside that party's reasonable control.

Ringbridge will not be liable merely because a caller chose not to book, could not be contacted later, provided incorrect information or chose another supplier.

47. Liability cap

Subject to clause 45, Ringbridge's total aggregate liability arising from or in connection with the contract during any 12-month period will not exceed the greater of:

• the total fees paid or payable by the Customer to Ringbridge during the 12 months immediately preceding the event giving rise to the claim; and
• £5,000.

If the Customer has used Ringbridge for less than 12 months, the relevant fees are those paid or payable since the Service began.

This cap applies to all claims arising from the same or related events.

48. Data-protection liability

The liability limitations above do not remove either party's direct statutory responsibilities under applicable data-protection law.

To the extent legally permissible, contractual claims between the parties concerning data protection remain subject to the liability provisions of these Terms.

Nothing limits an individual's rights against either party under applicable data-protection law.

49. Customer indemnity

The Customer will indemnify Ringbridge against reasonable third-party claims, losses, damages and costs arising directly from:

• Customer Data that the Customer had no lawful right to provide;
• an unlawful Customer instruction;
• the Customer's use of Ringbridge for unlawful activity;
• the Customer's failure to provide legally required caller privacy information;
• the Customer's underlying goods, services or workmanship.

This indemnity does not apply to the extent a claim was caused by Ringbridge's breach of contract, negligence or unlawful processing.

50. Force majeure

Neither party is liable for delay or failure caused by circumstances beyond its reasonable control.

These may include:

• widespread telecommunications outages;
• internet outages;
• cloud-provider failures;
• natural disasters;
• war;
• civil disturbance;
• industrial action;
• governmental action;
• major cyber incidents not caused by that party's failure to use reasonable security measures.

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

51. Website use

Visitors may browse the Ringbridge website, listen to demonstrations and share links to public pages.

You must not:

• attempt unauthorised access;
• interfere with site security;
• deliberately disrupt the website;
• introduce malware;
• scrape the site in a manner that materially impairs it;
• falsely present Ringbridge content as your own;
• use Ringbridge branding in a misleading way.

52. Website information

Information on the website is provided for general business information.

We take reasonable care to keep it current, but website content may change.

Insights articles, calculators and illustrative examples do not replace professional advice or the Customer's own business judgement.

Illustrative financial examples are not guarantees of savings, revenue or return on investment.

53. Third-party links and trademarks

The website may link to third-party products or services.

A link does not imply endorsement or partnership unless explicitly stated.

Third-party names, logos and trademarks belong to their respective owners.

Ringbridge is not responsible for the content or operation of third-party websites.

54. Public customer references

Ringbridge will not publish the Customer's name, logo, testimonial or identifiable case-study information for marketing purposes without permission.

Aggregated or anonymised statistics that do not identify the Customer may be used in accordance with these Terms.

55. Changes to the Service

We may update or improve Ringbridge from time to time.

This may include:

• changing underlying technical providers;
• improving models;
• updating infrastructure;
• changing user interfaces;
• improving workflows;
• replacing third-party services.

We will not intentionally remove a material paid capability during an active term without providing reasonable notice or an appropriate alternative where practicable.

56. Changes to these Terms

We may update these Terms from time to time.

Changes that are administrative, clarifying or required by law may take effect when published.

For material changes affecting an existing paid Customer, we will provide reasonable notice.

A material change will not retrospectively change rights or obligations that have already accrued.

57. Notices

Formal notices under the contract must be sent by email or another written method specified in the Order.

Notices to Ringbridge may be sent to:

hello@ringbridge.co.uk

Notices to the Customer may be sent to the main account or billing contact supplied by the Customer.

58. Assignment

The Customer may not assign the contract without Ringbridge's prior written consent, which will not be unreasonably withheld.

Ringbridge may assign the contract:

• as part of a corporate restructuring;
• to an affiliate;
• in connection with a sale of all or substantially all of the relevant business or assets.

Any assignment remains subject to applicable data-protection obligations.

59. Subcontractors

Ringbridge may use subcontractors and service providers to deliver parts of the Service.

Ringbridge remains responsible for its contractual obligations.

Where a subcontractor processes Customer Personal Data, the Data Processing Schedule applies.

60. No partnership or agency

Nothing in the contract creates:

• a partnership;
• joint venture;
• employment relationship;
• commercial agency relationship.

Neither party may bind the other except where expressly authorised.

61. Entire agreement

The contract constitutes the entire agreement between the parties concerning the Ringbridge Service and supersedes prior discussions or representations concerning the same subject matter.

Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

62. Waiver

A failure or delay in exercising a contractual right does not waive that right.

A waiver is effective only if given in writing.

63. Severability

If any provision of the contract is found invalid or unenforceable, the remaining provisions continue in force.

The invalid provision will be interpreted or modified to the minimum extent necessary to make it enforceable where legally possible.

64. Third-party rights

Unless expressly stated otherwise, a person who is not a party to the contract has no right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999.

65. Governing law

The contract and any dispute or claim arising from it are governed by the laws of England and Wales.

The courts of England and Wales have exclusive jurisdiction.

66. Contact

Questions about these Terms may be sent to:

Ringbridge
Elevyn Technology Group Limited
167–169 Great Portland Street
London
W1W 5PF
United Kingdom

Email: hello@ringbridge.co.uk

Schedule 1 — Data Processing Terms

1. Scope

This Schedule applies where Ringbridge processes Customer Personal Data on behalf of the Customer.

For that processing:

• the Customer is the controller;
• Ringbridge is the processor,

unless applicable law or the factual circumstances require a different classification.

Terms such as personal data, controller, processor, processing and data subject have the meanings given by applicable UK data-protection law.

2. Subject matter

Ringbridge processes personal data as necessary to provide:

• inbound call handling;
• call recording where configured;
• transcription;
• caller-information capture;
• qualification;
• booking;
• messaging;
• transfer and escalation;
• workflow automation;
• call summarisation;
• service analytics;
• quality checking;
• customer support;
• connected integrations.

3. Duration

Processing continues for the duration of the Customer's Ringbridge Service and for any limited period after termination required to:

• return data;
• complete deletion;
• maintain controlled backups;
• comply with law;
• resolve disputes or security incidents.

4. Nature and purpose

Processing may include:

• collection;
• recording;
• organisation;
• structuring;
• storage;
• retrieval;
• consultation;
• transcription;
• analysis;
• classification;
• transmission;
• integration;
• restriction;
• deletion.

The purpose is to provide and support the Ringbridge Service in accordance with the Customer's documented instructions.

5. Categories of data subjects

Personal data may relate to:

• callers;
• prospective customers of the Customer;
• existing customers of the Customer;
• employees;
• contractors;
• engineers;
• mechanics;
• tradespeople;
• suppliers;
• other individuals contacting the Customer.

6. Types of personal data

Depending on the Customer's configuration, Customer Personal Data may include:

• names;
• telephone numbers;
• email addresses;
• postal addresses;
• postcodes;
• call recordings;
• call transcripts;
• vehicle registrations;
• vehicle details;
• property or service-location details;
• booking details;
• service requirements;
• job descriptions;
• correspondence;
• messages;
• call metadata;
• business/customer relationship information;
• call outcomes;
• integration identifiers.

7. Special-category information

Ringbridge is not primarily designed to collect special-category personal data.

A caller may nevertheless disclose sensitive information during an ordinary conversation.

Where the Customer intentionally configures Ringbridge to collect special-category data, the Customer must ensure that:

• doing so is necessary;
• an appropriate lawful basis exists;
• an applicable special-category condition exists;
• suitable safeguards and transparency information are provided.

8. Customer instructions

Ringbridge will process Customer Personal Data only:

• on the Customer's documented instructions; or
• where required by applicable law.

The contract, Customer configuration, approved Integrations and subsequent written instructions constitute documented instructions.

If Ringbridge believes an instruction infringes applicable data-protection law, we may inform the Customer and suspend the affected processing while the issue is resolved.

9. Confidentiality

Ringbridge will ensure that people authorised to process Customer Personal Data are subject to appropriate confidentiality obligations.

Access will be limited to people who reasonably require it for their role.

10. Security

Ringbridge will maintain appropriate technical and organisational security measures having regard to:

• the state of the art;
• implementation cost;
• nature, scope, context and purpose of processing;
• risk to individuals.

Measures may include, as appropriate:

• encryption in transit;
• encryption at rest;
• access controls;
• authentication;
• logging;
• least-privilege access;
• backup;
• resilience and recovery procedures;
• vulnerability management;
• incident response;
• supplier controls;
• secure software-development practices.

11. Sub-processors

The Customer gives Ringbridge general written authorisation to appoint sub-processors required to provide the Service.

Ringbridge will:

• select sub-processors reasonably capable of protecting Customer Personal Data;
• impose written data-protection obligations providing an appropriate level of protection;
• remain responsible for its obligations where processing is delegated to a sub-processor.

Ringbridge will make information about material sub-processors available to the Customer.

Where practicable, Ringbridge will provide reasonable advance notice of a material new sub-processor that will process Customer Personal Data.

The Customer may raise a reasonable data-protection objection.

The parties will work in good faith to resolve any such objection. If no reasonable alternative is available, either party may terminate the affected Service without penalty for the unused portion of any prepaid period relating solely to that affected Service.

12. International transfers

Ringbridge will not make a restricted transfer of Customer Personal Data outside the United Kingdom unless an appropriate legal transfer mechanism applies.

This may include:

• an adequacy regulation;
• the UK International Data Transfer Agreement;
• the UK Addendum to approved standard contractual clauses;
• another legally recognised safeguard.

13. Data-subject requests

Taking into account the nature of the processing, Ringbridge will provide reasonable assistance to the Customer with requests concerning:

• access;
• rectification;
• erasure;
• restriction;
• objection;
• portability;
• automated decision-making rights,

where required by applicable law.

If Ringbridge receives a request directly from an individual concerning Customer Personal Data, we may direct that person to the Customer and notify the Customer where appropriate.

14. Security incidents and personal-data breaches

Ringbridge will notify the Customer without undue delay after becoming aware of a confirmed personal-data breach affecting Customer Personal Data.

The notice will include available information reasonably necessary to assist the Customer with its legal obligations.

Information may be provided in stages where it is not all available immediately.

Ringbridge will take reasonable steps to:

• contain the incident;
• investigate it;
• reduce its effects;
• prevent recurrence.

15. DPIAs and regulatory assistance

Taking into account the nature of processing and information available to Ringbridge, we will provide reasonable assistance where the Customer is required to:

• assess processing risk;
• conduct a data-protection impact assessment;
• consult the Information Commissioner's Office;
• demonstrate compliance relating to Ringbridge's processing.

Assistance requiring substantial bespoke work beyond ordinary compliance support may be chargeable where legally permitted and agreed in advance.

16. Audit information

Ringbridge will make available information reasonably necessary to demonstrate compliance with this Schedule.

The Customer may conduct an audit where reasonably required to verify compliance.

Unless there is evidence of a material breach or a regulator requires otherwise:

• audits should normally occur no more than once in any 12-month period;
• reasonable notice must be given;
• the audit must not unnecessarily disrupt Ringbridge or compromise another customer's confidentiality or security;
• confidential security information must be appropriately protected.

Ringbridge may satisfy reasonable audit requests through existing independent reports, questionnaires, security documentation or other evidence where appropriate.

17. Return and deletion

At termination of the Service, Ringbridge will, at the Customer's choice and subject to technical feasibility:

• return available Customer Personal Data; and/or
• delete Customer Personal Data,

unless applicable law requires continued retention.

Data contained in controlled backups may remain until overwritten through the normal backup cycle, provided it remains protected and is not restored for ordinary operational use.

18. Customer obligations as controller

The Customer is responsible for:

• determining the lawful basis for processing;
• providing required privacy information;
• ensuring its instructions are lawful;
• deciding appropriate retention periods;
• handling data-subject requests;
• assessing whether a DPIA is required;
• ensuring any special-category processing has an appropriate condition;
• ensuring call recording and transcription are lawful;
• determining what Ringbridge is permitted to say or do with callers.

19. No sale of personal data

Ringbridge does not sell Customer Personal Data.

Ringbridge will not disclose Customer Personal Data to advertisers or data brokers.

20. General-purpose model training

Unless expressly agreed in writing, Ringbridge will not intentionally use identifiable Customer Personal Data to train a general-purpose foundation model for Ringbridge's independent purposes.

Ringbridge will take reasonable contractual and technical steps to ensure sub-processors process Customer Personal Data in accordance with the purposes for which they have been engaged.

21. End of Schedule

This Schedule forms part of the Ringbridge Terms of Service.