Mylo On Call

DRAFT — not legal advice. Not yet checked by a solicitor. Do not publish until the [bracketed] parts are filled in and it has been reviewed.

Terms of service

Last updated: 15 October 2026

These terms are between Jesse Turner, a sole trader trading as Mylo On Call, 189 Howth Drive, Woodley, Reading RG5 3DJ ("we", "us"), and the business that signs up ("you"). They cover the Mylo On Call AI phone answering service.

Mylo On Call is for businesses only, including sole traders using it for their trade. By signing up you confirm you are acting for a business.

1. What we provide

  • A UK phone number (or forwarding from your number) answered by an AI assistant.
  • The assistant takes messages and sends them to you by text and email.
  • If you connect a calendar, it can book appointments into free slots you allow.
  • An online account to see calls, messages and bookings and change settings.

1a. Google Calendar

  • Connecting Google Calendar is optional. If you connect it, you allow us to see when you are busy (start and end times only) and to add bookings to your main calendar. We do nothing else with your Google account.
  • We check busy times only during a call, and do not keep them. We keep an encrypted Google access key while your calendar is connected, and delete it when you disconnect or within 30 days of leaving. Bookings we add stay in your calendar; they are yours.
  • You can remove our access at any time in your Google account (myaccount.google.com/permissions) or by emailing us. The assistant then takes messages only.
  • Our privacy notice (section "Google Calendar") says exactly what we see and keep. Our use of Google data follows the Google API Services User Data Policy, including the Limited Use requirements.

2. What the AI can and can't do

  • The assistant is an AI. It can make mistakes: mishear a name or number, miss a message, or book the wrong slot. Check your messages and diary.
  • It is not an emergency service. It will tell callers in danger to ring 999.
  • It always tells callers it is an AI. You can't switch that off.
  • It must not be used to take card payments or give medical, legal or financial advice.

3. Price and payment

  • [£59] a month [ex/inc VAT], including [300] minutes of calls. Extra minutes are [20p] each, billed at the end of the month.
  • [14]-day free trial. We take your card at sign-up; the first charge is when the trial ends unless you cancel before.
  • Payments are taken by Stripe each month in advance. If a payment fails we will email you; if it is still unpaid after [7] days we may pause the service.
  • We will give you at least 30 days' email notice of any price change. You can cancel before it starts.

4. Cancelling

  • Month to month. Cancel any time in your account. The service runs to the end of the month you've paid for. No refunds for part months.
  • We may end the service with 30 days' notice, or at once if you break these terms seriously (for example, misuse in section 5).
  • After you cancel you have 30 days to export your data. Then we delete it (see our privacy notice).
  • The phone number: [we may keep and reuse numbers we provide / you can ask to port the number out — confirm with the number provider].

5. Your responsibilities

  • Give correct details about your business, hours and services.
  • Use the service lawfully. No spam, no nuisance calls, no misleading callers.
  • Keep your login safe.
  • You are the controller for your callers' personal data. Add a line to your own privacy notice saying calls are answered by an AI service and may be recorded (we give you suggested wording). Pay the ICO data protection fee if you need to.

6. Our responsibilities

  • Run the service with reasonable skill and care.
  • Aim to keep it available all the time, but we don't promise it will never fail. Our providers (like Retell, phone carriers and Google) can have outages.
  • Look after data as set out in the Data Processing Schedule below.

7. Liability

  • Nothing here limits liability for death or personal injury caused by negligence, fraud, or anything else the law does not allow us to limit.
  • We are not liable for lost profits, lost jobs or lost business, including from a missed or wrong message or booking.
  • Otherwise our total liability in any 12 months is limited to the fees you paid us in those 12 months.

8. Changes to these terms

We may update these terms. We will email you at least 30 days before a change that affects you badly. If you don't agree you can cancel.

9. General

  • English law applies, and the courts of England and Wales decide disputes.
  • If any part of these terms can't be enforced, the rest still applies.
  • Contact: Hello@MyloOnCall.co.uk.

Schedule — Data Processing (UK GDPR Article 28)

This schedule applies when we process your callers' personal data for you.

  1. Roles. You are the controller. We are the processor.
  2. What. Callers' phone numbers, names, addresses, what they say on the call, recordings, transcripts and booking details. Callers are members of the public and your customers. Purpose: answering your calls, taking messages and booking appointments. Duration: while you use Mylo On Call, plus the deletion period below.
  3. Instructions. We only process this data on your documented instructions — these terms and your settings — unless the law requires otherwise (we will tell you if so, unless the law forbids it).
  4. Confidentiality. Anyone we let process the data is bound to keep it confidential.
  5. Security. We use appropriate measures, including encryption in transit and at rest, access controls, and keeping each customer's data separate.
  6. Sub-processors. You agree we may use the sub-processors listed at [site]/subprocessors (including Retell AI in the USA). We will give you [14] days' notice by email before adding or replacing one; you can object and, if we can't resolve it, cancel. We put the same data protection duties on them, and remain responsible for them.
  7. Transfers outside the UK. Only with a lawful safeguard, such as the UK–US data bridge, the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.
  8. Helping you. We help you answer callers' rights requests (access, deletion and so on), and with security, breach reporting and any data protection impact assessment, as far as we reasonably can.
  9. Breaches. We tell you without undue delay, and aim for within 48 hours, after we become aware of a personal data breach affecting your data, with the details we have.
  10. Deletion. At the end of the service we delete your callers' data within 30 days, after giving you the chance to export it, unless the law requires us to keep it. Routine deletion follows the retention periods in our privacy notice.
  11. Audits. We give you the information you reasonably need to show we meet this schedule, and allow reasonable audits (usually by questionnaire) on reasonable notice.