Legal

Terms of Service

Version 1.4 · 18 September 2026 · TheirCall Ltd, Company No. SC887444

These terms are the agreement between you and TheirCall Ltd when you subscribe to TheirCall. We have written them in plain English on purpose. They should be read together with our Privacy Policy, Service Disclaimer and Limitation of Liability, AI Disclosure Statement, Safeguarding Policy, and Acceptable Use Policy — each of which forms part of this agreement.

1. What TheirCall is

TheirCall is a wellbeing companion service. We make a daily, friendly AI phone call to your elderly relative at a time you choose, and we send a plain-English wellbeing summary of those calls to you and to any other recipients you designate — after every call on Family Plus, and as a weekly digest on Family. If a call raises a concern, we alert you promptly.

TheirCall is not a monitoring, emergency, medical, care, or safeguarding service, and you should not rely on it as one. Our Service Disclaimer explains this fully and honestly — please read it before subscribing; by subscribing you confirm that you have.

2. Who can subscribe

You must be at least 18 years old and resident in the United Kingdom, and your relative must live in the UK with a UK phone number. The service is designed for relatives who can hold a daily conversation and give their own consent to receiving it. If you have concerns about your relative's capacity to consent — for example, early dementia — contact us at hello@theircall.co.uk before subscribing rather than signing up.

3. Your responsibilities when you sign up

When you subscribe, you agree to:

• provide accurate information, including your relative's correct name and phone number;
• tell your relative about TheirCall before the first call, so that they are expecting a single friendly introductory call to set up the service you have arranged for them. This matters: the introductory call is a service-setup call arranged by you, and your relative should never be surprised by it;
• keep your account and contact details up to date, so summaries and alerts reach you;
• use the service in line with our Acceptable Use Policy.

4. Your relative's consent — the introductory call

TheirCall is built on your relative's own consent. After you subscribe, the first call your relative receives is a one-off introductory call in which the service is explained plainly — including that the caller is an AI — and they are asked directly for two separate consents: to receive the daily calls, and for summaries of those calls to be shared with you and with anyone else in the family you ask us to keep in the loop. The daily service begins only if they give both. You cannot give these consents on their behalf, and neither can we.

5. If your relative says no — or cannot be reached

If your relative declines either consent on the introductory call, we respect that decision immediately: no daily calls begin, your subscription is cancelled, and your payment is refunded in full, automatically. We will confirm this to you by email.

If your relative cannot be reached for the introductory call, we keep trying for a short while: a small, limited number of further attempts, never more than twice in any one day, over a period of up to five days. Around day three, we email you so you can check the number is right and remind your relative to expect the call. If we still have not reached them by the end of that period, we cancel your subscription and refund your payment in full, automatically. You are always free to subscribe again later — for example, once your relative is home from a stay away.

You will never be charged for a service your relative has not consented to receive.

6. Subscriptions and billing

TheirCall is offered on two monthly subscription tiers, Family and Family Plus, at the prices displayed at sign-up. Billing is monthly only; there are no long-term contracts and no minimum term. Payments are processed by Stripe; we never see or store your card details.

Your subscription renews automatically each month until you cancel. If we change our prices, we will give you at least 30 days' notice by email before any new price applies to you, and you can cancel at any time before it does.

Pausing does not stop billing. If you pause your calls, your subscription continues and renews as normal, and pausing never moves your billing date. If a renewal is taken while you are paused, your account will close about a month later unless you resume before then — we will email you at least ten days before that happens, and your account page shows the exact date once it is known. Resuming at any point stops this, and you can cancel instead if you would rather close the account.

7. Cancelling

You can cancel at any time. If you cancel at the end of your billing period, your calls continue until your next billing date and you are not charged again. If you cancel immediately, your subscription ends that day and your calls stop; we do not refund the remainder of a part-used month.

If your calls are paused, cancelling from your account page takes effect immediately. Both options remain open to you — to cancel at the end of your billing period, resume your calls first and then cancel.

The introductory-call cases described in section 5 are different — those are always refunded in full.

8. If your relative withdraws consent

Your relative can withdraw either consent at any time, including simply by saying so on a call. If they do, the daily calls stop immediately, we notify you, and your subscription is cancelled with no further charges. Their decision is theirs to make, and we will always honour it.

9. Summaries, alerts, and what they tell you

Summaries are sent to the addresses you give us: to you and to any other recipients you designate. Family Plus subscribers can name up to two additional recipients, in addition to themselves. On Family, summaries come to you alone. If you move from Family Plus to Family, your recipients stay in place until the change takes effect at your next renewal. You are responsible for choosing recipients appropriately — they will receive personal information about your relative's daily life and wellbeing.

A delivered summary reflects a real conversation that took place; it is not a welfare guarantee, and it reports what your relative said — which may itself be confused or mistaken — faithfully and without filtering. If we cannot reach your relative for a daily call, you receive a "we couldn't reach them" notice rather than a summary. Our Service Disclaimer (section 3) and Safeguarding Policy explain all of this fully, and both form part of these terms.

10. Acceptable use

The service must be used in line with our Acceptable Use Policy, which forms part of these terms. In short: TheirCall exists for the genuine wellbeing of your relative, with their consent, and must not be used to monitor, control, or gather information against their interests.

11. Our liability to you

Our liability to you is set out in section 7 of the Service Disclaimer and Limitation of Liability, which forms part of these terms. In summary: nothing excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded, and nothing affects your statutory consumer rights; subject to that, we are not liable for reliance on TheirCall as a safety or monitoring service, and our total liability in any 12-month period is limited to the subscription fees you paid in that period.

12. Intellectual property

The TheirCall service, website, software, and brand are owned by TheirCall Ltd or its licensors. Your subscription gives you the right to use the service for its intended personal, family purpose — nothing more is transferred. The summaries we send you are yours to keep and share as you see fit, mindful that they contain your relative's personal information.

13. Suspension and termination by us

We may suspend or end your subscription if payment fails and is not remedied, if these terms or the Acceptable Use Policy are seriously or repeatedly breached, or if we reasonably believe the service is being used against your relative's interests. Where we end the service in these circumstances, we will tell you why. We may also withdraw the service generally with at least 30 days' notice, in which case any part-month you have paid for and not received will be refunded. An account closed because a pause ran through a full billing period is also ended by us in this way; section 6 explains when that happens and the notice you receive.

14. Changes to these terms

These terms are version-controlled. The version number and date at the top always reflect the edition you are reading.

If we make a material change — one that affects what you receive, what you pay, or your rights under these terms — we will give you at least 30 days' notice by email before it takes effect, and you can cancel at any time before it does. This is the same notice you receive for a price change under section 6. If you do not cancel, the new version applies to you from the date we have given you.

Corrections are different and are not notified: a repaired cross-reference, a corrected typo, a sentence made clearer without changing its meaning. The test is simple — if a change alters what we owe you or what you owe us, it is material.

Previous versions are archived and available on request from the address in section 16.

15. Governing law

These terms, and any dispute or claim arising out of or in connection with them or the service, are governed by the law of Scotland, and the Scottish courts have exclusive jurisdiction. Nothing in this section deprives you of any protection or right to bring proceedings available to you as a consumer under the law of the part of the UK in which you live.

16. Contact

TheirCall Ltd, 2nd Floor, 48 West George Street, Glasgow, G2 1BP. Email: hello@theircall.co.uk. We answer plainly and promptly.

Version history

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

v1.1 — 13 August 2026 — Cancellation options described in full; pause billing disclosed.

v1.2 — 14 August 2026 — Section 14 rewritten: notice and a right to cancel replace the acceptance promise; material changes distinguished from corrections.

v1.3 — 16 August 2026 — Section 7 describes how cancelling works while calls are paused; section 6 notes cancelling as an alternative to resuming.

v1.4 — 18 September 2026 — Section 1 states summary cadence by tier; section 4 describes the second consent as asked from disclosure version 2; section 9 states that summaries are sent to the addresses you give us and the recipient allowance by tier. Material change under section 14.