Smart Receptionist Terms

These Smart Receptionist Service Terms form part of the WeCatchIt Terms & Conditions and apply to all customers using the WeCatchIt Smart Receptionist service.

By purchasing or using this Service, you agree to these Terms.

1. About the Service

The WeCatchIt Smart Receptionist is a cloud-based virtual receptionist designed to assist businesses by handling customer enquiries, answering common questions, directing callers, capturing lead information, scheduling appointments and supporting customer communications.

The Service is intended to complement your business operations and does not replace human judgement where required.

2. Service Features

Depending on your subscription, the Smart Receptionist may provide:

• Call answering
• Call routing
• Appointment booking
• Lead capture
• Frequently asked question responses
• Business information
• SMS follow-ups
• Email notifications
• CRM integration
• Smart automation workflows
• Customer message taking
• Out-of-hours call handling

Available features may vary depending on your chosen plan.

3. Customer Responsibilities

The Customer agrees to:

• Provide accurate business information.
• Supply current opening hours.
• Keep contact information up to date.
• Inform WeCatchIt of service changes.
• Review and approve any scripted responses where requested.
• Ensure information supplied is accurate and lawful.

The Customer is responsible for ensuring that business information remains current.

4. Smart Responses

The Smart Receptionist may generate automated responses based upon information supplied by the Customer.

Whilst reasonable care is taken to provide accurate responses, the Customer acknowledges that:

• responses may require updating;
• unusual enquiries may not always be answered correctly;
• some enquiries may require human intervention.

Customers should regularly review the Service to ensure information remains accurate.

5. Appointment Booking

Where appointment booking is enabled:

• appointments are based upon the information and availability supplied by the Customer;
• WeCatchIt is not responsible for double bookings caused by incorrect calendar information;
• Customers remain responsible for managing their own appointments unless otherwise agreed.

6. Call Handling

The Smart Receptionist is designed to:

• greet callers professionally;
• collect caller information;
• direct enquiries;
• record messages;
• notify the Customer where appropriate.

The Service is not an emergency telephone answering service.

Customers must not rely upon the Service for emergency communications.

7. Service Availability

We aim to maintain 99.9% service availability, excluding:

• scheduled maintenance;
• emergency maintenance;
• telecommunications failures;
• internet outages;
• cloud provider outages;
• third-party platform interruptions;
• events beyond our reasonable control.

Availability is not guaranteed.

8. Third-Party Services

The Smart Receptionist may integrate with third-party services including:

• Twilio
• OpenAI
• Zapier
• Google Calendar
• Microsoft 365
• Outlook Calendar
• Calendly
• CRM platforms
• Telephone providers

Interruptions affecting these providers may impact the Service.

WeCatchIt accepts no responsibility for failures caused by third-party providers.

9. Customer Data

To provide the Service we may process:

• Caller names
• Telephone numbers
• Business information
• Appointment requests
• Email addresses
• Messages left by callers
• Calendar information
• CRM data

All personal information is processed in accordance with our Privacy Policy and applicable UK data protection legislation.

10. Business Information

The Customer is responsible for ensuring that:

• opening hours are accurate;
• prices are current;
• contact details remain correct;
• staff details are up to date;
• appointment availability is accurate.

WeCatchIt cannot be held responsible for incorrect information supplied by the Customer.

11. Fair Usage

Our pricing assumes reasonable business usage.

Where call volumes significantly exceed normal expectations, WeCatchIt reserves the right to:

• review usage;
• recommend an alternative plan;
• introduce fair usage limits;
• charge for excessive usage where agreed in advance.

12. Prohibited Use

The Smart Receptionist must not be used:

• for unlawful purposes;
• to mislead callers;
• to impersonate another business;
• to transmit abusive or offensive communications;
• for fraudulent activity;
• in breach of telecommunications legislation.

Any misuse may result in immediate suspension.

13. Support

Customer support is available 24 hours a day, 7 days a week.

For urgent issues, we aim to respond within 15–30 minutes, although resolution times may vary depending on the nature of the issue and any involvement required from third-party providers.

14. Maintenance & Updates

We continually improve our Smart Receptionist service.

We may:

• update software;
• improve functionality;
• introduce additional features;
• strengthen security;
• improve response accuracy.

Scheduled maintenance will be carried out whenever reasonably possible outside normal business hours.

15. Suspension

We reserve the right to suspend or terminate the Service where:

• payment is overdue;
• fraudulent activity is suspected;
• these Terms are breached;
• continued operation poses a security risk;
• unlawful use is identified.

16. Limitation of Liability

To the fullest extent permitted by law, WeCatchIt shall not be liable for:

• missed telephone calls;
• missed appointments;
• caller dissatisfaction;
• incorrect information supplied by the Customer;
• third-party outages;
• internet failures;
• telecommunications failures;
• loss of profits;
• indirect or consequential losses.

Our total liability shall not exceed the fees paid by the Customer for the Service during the 12 months immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes liability which cannot lawfully be excluded under Scots law.

17. No Guarantee of Results

Whilst the Smart Receptionist is designed to improve customer service and operational efficiency, WeCatchIt does not guarantee:

• increased enquiries;
• increased bookings;
• improved customer satisfaction;
• increased revenue;
• uninterrupted operation;
• business growth.

Business outcomes depend upon a range of factors beyond our control.

18. Governing Law

These Terms shall be governed by the laws of Scotland.

Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the Scottish Courts.

19. Contact Information

WeCatchIt
Sole Trader
83 Edinburgh Road
Harthill
Shotts
ML7 5PT
United Kingdom

Email: wecatchit@outlook.com
Telephone: 07996 532472