Legal

Service Disclaimer and Limitation of Liability

Version 1.0 · 11 June 2026 · TheirCall Ltd, Company No. SC887444

This document explains plainly what TheirCall is, what it is not, and how far you should rely on it. We would rather be clear with you now than careful with words later. Please read it before subscribing. It forms part of our Terms of Service and should be read alongside them.

1. What TheirCall is — and what it is not

TheirCall is a wellbeing companion service — not a monitoring, emergency, medical, care, or safeguarding service. Its calls, and the summaries and alerts they produce, are generated by AI, which can miss things, misunderstand, or be wrong. TheirCall tries to notice and flag signs of concern, but it cannot and does not promise to detect or report any particular thing. It is meant to supplement a family's own contact with their relative, never to replace it. Families should not rely on TheirCall as a safety net and should keep up their own regular contact and their own arrangements for their relative's care and safety.

That paragraph is the heart of this document. Everything below expands on it.

2. The AI can be wrong, and we say so plainly

TheirCall's daily calls are conducted by an AI voice, and the summaries you receive are written by AI from those conversations. Like any AI system, it can mishear, misunderstand, miss something important, or describe something inaccurately. It is designed and tested with care, and in our experience it performs well — but "performs well" is not "infallible", and we will never pretend otherwise.

TheirCall attempts, on a best-effort basis, to notice signs of concern in a conversation and bring them to your attention. It never guarantees to do so. The absence of an alert is not an assurance that all is well.

3. What a summary does — and does not — tell you

A delivered wellbeing summary tells you one thing with confidence: a real two-way conversation took place between TheirCall and your relative, and the summary is a faithful, plain-English account of what was said in it.

A summary does not tell you:

• that everything in it is factually true. Summaries report what your relative said, in reported speech. People — particularly people whose memory or clarity is changing — sometimes say things that are confused, mistaken, or out of character. We deliberately report these faithfully rather than filtering them, because an unusual statement is often exactly the signal a family most needs to see. The summary is a record of the conversation, not a verified record of fact.
• that your relative is safe or well. A summary reflects a conversation, not an inspection, a welfare check, or a clinical assessment. It is not a welfare guarantee.

If we cannot reach your relative, you receive a "we couldn't reach them" notice — never a summary. We do not generate summaries for calls where no genuine conversation took place. A missed call can have entirely ordinary causes (out at the shops, phone unplugged, network trouble) and a couldn't-reach notice is not, by itself, a cause for alarm — but it is your prompt to make contact yourself if you are concerned.

4. Not a medical, care, or emergency service

TheirCall is not a medical device and does not provide medical advice, diagnosis, or treatment. The AI is instructed never to give medical advice. Nothing in a call, summary, or alert should be treated as a clinical opinion.

TheirCall is not an emergency service and has no connection to the emergency services. If you believe your relative is in immediate danger or needs urgent help, do not wait for a TheirCall summary or alert — call 999, or make direct contact yourself.

Where a call gives rise to a concern, TheirCall notifies you, the family. TheirCall does not contact the emergency services, social services, or any other authority on your relative's behalf. You remain the responsible party at all times, and any decision to involve professional or emergency help is yours.

5. The service depends on technology that can fail

TheirCall calls are carried over telephone networks and delivered using third-party technology providers. Phone networks, email delivery, and cloud services can and occasionally do fail. A call may not connect, a summary may be delayed, or the service may be briefly interrupted, for reasons outside our control. We work to keep the service reliable, but we cannot guarantee uninterrupted operation, and you should not rely on its uninterrupted operation for your relative's safety.

6. Your responsibilities as a subscriber

By subscribing, you acknowledge that you have read and understood this document; that TheirCall supplements but does not replace your own contact with your relative; and that you will maintain your own arrangements for your relative's care, welfare, and safety. TheirCall is one more friendly voice in your relative's week and one more source of reassurance in yours — it is not a substitute for either.

7. Limitation of liability

Nothing in this document excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under the law of Scotland or applicable UK consumer law. Nothing in this document affects your statutory rights as a consumer, including your right under the Consumer Rights Act 2015 to a service performed with reasonable care and skill.

Subject to the paragraph above:

• We are not liable for any loss or harm arising from reliance on TheirCall as a monitoring, safety, alerting, or emergency service, because — as this document makes clear — it is none of those things.
• We are not liable for any loss or harm arising from something the service did not detect, did not report, or reported inaccurately, where we have provided the service with reasonable care and skill.
• We are not liable for indirect or consequential losses, or for losses caused by failures of telephone networks, third-party providers, or other events outside our reasonable control.
• Our total liability to you arising out of or in connection with the service in any 12-month period is limited to the subscription fees you paid to us in that period.

8. Governing law

This document, like our Terms of Service, is governed by the law of Scotland, and any dispute is subject to the exclusive jurisdiction of the Scottish courts.

9. Questions

If anything in this document is unclear, contact us at hello@theircall.co.uk and we will explain it plainly.

Version history

v1.0 — 11 June 2026 — First published version.