Terms

A pack of recovered leads. We give you a dedicated answering line, you forward the calls you don't answer to it, and every call it takes is answered, recorded and summarised for you. You pay per recovered lead, from your pack. There is no setup fee, no monthly fee and no minimum term.

One call from a new caller who gives a genuine reason for calling and can be rung back, meaning the call captured a callback number (confirmed by the caller or shown by caller ID). Each such call uses one credit from your pack.

These never use a credit: existing customers (told to us on the call, or tagged by you afterwards), sales and marketing calls, robocalls, wrong numbers, hang-ups and silent calls, callers outside the service area you've given us, and our own test calls. Repeat calls from the same number about the same matter within seven days use at most one credit.

The decision is made by our system at the end of each call and shown on the lead card we send you, including how many credits remain.

If you believe a charged lead wasn't a real new caller, reply DISPUTE to the lead text or email, or contact support, within seven days. A person listens to the recording. If it doesn't meet the definition above, the credit goes back on your pack. Our decision on a dispute is final but we'll always tell you why.

Credits never expire and stay on your line for as long as your account is open. Pack purchases are final. Founding packs include free credits; free credits are used first and have no cash value.

Auto top-up is on by default: when your pack runs out, another pack of the same size is charged to the card on file at your held rate, and we tell you by text or email. You can switch it off at any time on your line page or by replying PAUSE to any message from us. Your rate is held at the price you first paid for as long as your account stays open.

If your pack is empty and auto top-up is off, we may still answer and deliver a lead rather than leave a caller unanswered; leads delivered this way are marked as not charged.

You only pay for real leads. A credit is used only for a call that meets the definition above, decided by our system and shown to you on the lead card. If any charged call turns out not to be a real new caller, dispute it and the credit goes back. There is no charge for calls that aren't leads, and no charge for anything but leads.

The line only receives calls you forward to it. Forwarding is set on your phone or phone system using the code or steps we show you; some providers charge for forwarding or don't support it, which is outside our control. We ring your business number once, from our test number, to confirm forwarding works. Nothing counts against your pack until that test has passed or your line has received its first real call.

The number is ours and is assigned to you while your account is open. Don't advertise it as your business number; advertise your own and forward to ours.

Every call is answered by an automated assistant that says so, and says the call is recorded, at the start of the call. Recordings and transcripts are kept so you can act on leads and so disputes can be checked, and are deleted on request or when your account closes. You're responsible for making sure recording and forwarding are lawful for your business and location, and for any text-back messages sent to your callers in your name.

The assistant never quotes prices, books work or promises times. It captures the enquiry and tells the caller you'll ring back. What you do with the lead is yours.

We hold your business details, your callers' details from calls to your line, recordings, transcripts and billing records. We use them to run the service and for nothing else. Card details are held by Stripe, not by us. Contact support to see or delete what we hold.

Switch forwarding off with one code and the line stops receiving calls; your credits stay on your account. To close the account, contact support. We may close an account used for anything other than a genuine business line, or that hasn't been forwarded for 90 days after purchase, after telling you first.

If we change these terms we'll tell you by email before the change applies to you. Support: tom@convert-crew.com.