Refunds and Cancellation Policy

Words in capitals have the meaning given in the Terms of Service: Agency, Branch, Billing Month, Call Data, Divert, Founding Partner Pilot, Fees, Working Day.

2.1 The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers a 14-day cancellation right for contracts made at a distance. They apply only to consumers (individuals acting outside their trade or business) and so do not apply to an Agency buying Duty Agent for its business.

2.2 We have written cancellation terms anyway, because a customer should be able to see in one page how to leave and what it costs. The answer is: by email, at any time, with no cancellation fee. The month you have already paid for is not refunded.

3.1 Duty Agent is billed monthly in advance per Branch. There is no minimum term, no notice period beyond the current Billing Month, and no cancellation fee.

3.2 Each Billing Month starts on the date the Branch was activated and ends the day before the same date the next month.

4.1 Email hello@dutyagent.co.uk from an email address on the Account with the subject "Cancel" and the name of the Branch or Branches to cancel. That is the whole process. We do not require a call, a form or a reason, though we will ask for one so we can improve.

4.2 We confirm by email within 2 Working Days and state the date the cancellation takes effect. If you do not receive a confirmation within 2 Working Days, please email again; the cancellation still counts from your first email.

4.3 Cancellation takes effect at the end of the current Billing Month. No further Fees are taken.

5.1 Standard subscriptions. We do not refund any part of a Billing Month that has already started. The Service stays live until the end of that month.

5.2 Founding Partner Pilot. The Pilot price covers a Branch's first two Billing Months (the "60 days"). A Pilot Branch may be cancelled at any time during them. The Agency pays the £99 Pilot Fee for each Billing Month started and nothing more. The Agency may leave without ever paying the standard price, provided it has emailed to cancel before the second Billing Month ends. We send a reminder at least 7 days before it ends. If the Agency does not cancel, the third Billing Month is charged at the standard £199.

5.3 Our fault. If we fail to provide the Service for a whole Billing Month for reasons within our control, we refund that month's Fee. Partial outages, telephony faults outside our control and problems with the Agency's own Divert do not qualify. This is the only case in which we issue a pro-rata or full refund.

5.4 Duplicate or mistaken charges. We refund these in full within 5 Working Days of being told.

5.5 Refunds go to the payment method originally used. VAT, where charged, is refunded with the Fee.

6.1 For [POST-CANCELLATION DAYS] days after the cancellation date the Agency can still log in to the call log page, listen to and download every recording and transcript, and receive nothing new (no calls are answered).

6.2 After [POST-CANCELLATION DAYS] days we delete all Call Data for the cancelled Branch from our systems and instruct our Sub-processors to delete their copies, as the Data Processing Addendum requires. We confirm deletion by email on request.

6.3 If the Agency wants deletion sooner, email hello@dutyagent.co.uk with "Delete now" and we do it within 5 Working Days.

6.4 Digest emails already in the Agency's own inbox are the Agency's copies and are unaffected.

6.5 We keep invoices and billing records for 6 years for accounting purposes. They contain no Call Data.

7.1 The Agency's telephone line was never ours. The Divert was set by the Agency on its own line and only the Agency can remove it.

7.2 The one-page divert sheet we sent at onboarding contains the deactivation code for the Agency's system (for most BT lines, dial #61# to cancel divert-on-no-answer; PBX and VoIP systems vary and the sheet gives the steps for the system the Agency told us it uses). Email us if the sheet is lost and we send it again the same Working Day.

7.3 Please remove the Divert on or before the cancellation date. After that date any call that still reaches us is answered with a short message that the number is no longer in service and the Caller should contact the Agency directly. We do not record those calls.

7.4 Test the reversal by calling your own advertised number after hours and letting it ring out.

An Agency that cancels can come back at any time at the then-current standard price. Pilot pricing is not available a second time.