ChatterBot Terms & Conditions

Client Terms and Conditions
Oct 19, 2026
These terms are between Paul Clossick, trading as ChatterBot ("we", "us"), and the UK business that signs up to our chatbot service ("you"). They apply to business customers only. Prices are in the Pricing Schedule (Schedule 1).
Version 1.0. Effective date: 19 October 2026.
1. About these terms
1.1 These terms, the Pricing Schedule (Schedule 1), the worked examples (Schedule 2) and the Data Processing Addendum (Schedule 3) are the agreement between you and us for our chatbot service. By signing up you confirm you have read and accept them.
1.2 We are Paul Clossick, a sole trader, trading as ChatterBot. Address for service: 2 Bredon Road, Bromsgrove, B61 7HD. Contact: [email protected].
1.3 Our service is for businesses only. By signing up you confirm that you are acting for a business and that you are authorised to add a chatbot to your business's website and to pay for the service after the free trial.
1.4 Our Privacy Policy explains how we use your own details. Data protection for enquirers' details is covered in section 9 and Schedule 3.
1.5 Version and acceptance. These terms have a version number and an effective date, shown at the top. When you sign up, we record which version you accept and the date and time you accept it. We also keep a timestamped record of changes you make to your account, such as your minimum details, delivery channel and plan. If we change these terms under section 13.1, the version number and date change.
2. Definitions in plain English
2.1 Chatbot: the AI chat assistant we build for your business, which tells people it is an AI assistant.
2.2 Enquirer: a customer or potential customer of yours who chats with your chatbot.
2.3 Chat: one conversation between an enquirer and your chatbot.
2.4 Minimum details: the details you choose (from the menu we offer for your trade) that a chat must collect to count as a fully qualified enquiry. They always include the enquirer's consent and at least one way to contact them.
2.5 Fully qualified enquiry: a chat where the enquirer has agreed to their details being passed on, has given a way to contact them, and has given all of your minimum details, and which we have delivered to you. This is the only kind of enquiry we charge for.
2.6 Partially qualified enquiry: a chat where the enquirer has agreed and given a way to contact them, but has not given all of your minimum details. We deliver these to you by default, labelled, at no charge. You can switch this off.
2.7 Non-qualified: a chat we do not deliver and do not charge for. We label each one with a plain reason: "no contact details", "consent withdrawn", or "other" (for example out of your area, a service you do not offer, or spam or a test). We cannot reliably tell spam, tests and duplicates apart from real enquiries, so they are treated as non-qualified where the chat does not meet section 2.5.
2.8 Delivered: sent to the delivery channel you gave us. It does not mean you have read it.
2.9 Billing month: each period of one calendar month starting on the day a payment is due. Month 1 starts on day 15. The trial is described in section 3.
3. The service, free trial, build and install
3.1 We build a chatbot for your business using the details you give us and information from your public website, and we deliver the enquiries it collects to the channel you choose.
3.2 Free trial. You get a 14-day free trial. We do not ask for a card. The trial starts at the first real enquiry through your live website (chats you run to test the chatbot do not count, and we will give you a way to test without starting the trial). If no real enquiry has arrived by day 10 after we tell you the chatbot is "ready for you", the trial starts then.
3.3 Build. We usually tell you your chatbot is ready within 24 hours of getting what we need from you. This is a target, not a promise. We check each build and may come back to you with questions before it is ready.
3.4 Install. We never access your website's back end or install anything on your site ourselves. We send you the chatbot with instructions, and you or your web person add it to your site. Some website hosts and plans do not allow custom code, so you may need to change plan at your own cost.
3.5 Hosted page. If your site cannot carry the chatbot, we may offer a hosted chat page with its own link instead. It does not pop up on your website.
3.6 No cap during the trial. We do not cap the number of enquiries during the trial. If usage looks abnormal or like spam, we may contact you about it. We do not block enquiries automatically.
3.7 After the trial. If you want to keep your chatbot, you pay as set out in section 6. If you do not, we switch the chatbot off.
3.8 Changing your details. You can update your details later through our client service chat, including your minimum details, delivery channel, service area and exclusions, and (as a paying client) extra answers to common questions. A change to your minimum details applies from the effective date we record, and each enquiry is counted under the version in force when it arrived.
4. Your responsibilities
4.1 You must:
(a) be authorised to add the chatbot to your website and to pay for the service;
(b) give us accurate information about your business and confirm your profile when we ask;
(c) keep your services, area covered and any exclusions up to date, because the chatbot relies on them;
(d) give us a correct delivery channel (for example WhatsApp number or email address) and keep it working. You must follow the terms of that channel's provider, and any costs of receiving enquiries on that channel are yours;
(e) respond to the enquiries we deliver. The chatbot passes details to you but is not an emergency service, and you stay responsible for how you deal with the people who contact you;
(f) use enquirers' details lawfully, including keeping your own privacy notice up to date so it covers your use of a chatbot, and dealing with requests from enquirers about details we have delivered to you;
(g) comply with the laws that apply to your business;
(h) use enquirers' details only to respond to their enquiry and to keep proper records of it, and not for unrelated marketing unless the enquirer separately agrees.
4.2 You must not use the chatbot for anything unlawful, to mislead people, or in a way that harms the service or other clients.
4.3 We may send you a short message explaining what you need to do to meet your data protection duties.
5. Enquiries: what counts, minimum details and delivery
5.1 Your minimum details. You choose your minimum details from a menu we offer for your trade, up to a maximum of 5, including name and mobile. The floor is the enquirer's consent plus at least one way to contact them. We suggest you ask for more than the floor so that the enquiries you get are useful. Each extra detail you make mandatory lowers the share of chats that count as fully qualified, and that is your choice. Optional extras (for example photos, access notes or preferred time) do not form part of the definition.
5.2 What the enquirer is told. The chatbot starts by saying it is an AI assistant and that it will pass what the enquirer tells it to your business. When it asks for contact details, it says who will receive them. After the enquirer gives details, it tells them that if they do not want the details passed on, they can say so and the chatbot will delete them. We will give you the wording on request.
5.3 If the enquirer withdraws. If the enquirer says no before we deliver, the chat is non-qualified ("consent withdrawn"), the personal details are deleted, and only an anonymous count is kept. If they ask after delivery, the chatbot tells them your business now holds the details and they should contact you directly, and you handle the request as controller.
5.4 Spam, tests and duplicates. We cannot reliably tell these apart from real enquiries. A chat that does not meet the definition in section 2.5 is non-qualified and is never delivered or charged. A chat that does meet it counts as a fully qualified enquiry even if it later turns out to be spam or a test, unless you dispute it under section 8.
5.5 Chasing missing details. The chatbot makes one gentle attempt to collect missing minimum details in each chat. We may update your chatbot from time to time to make it work better for you, and we will keep trying to collect missing details.
5.6 Timing. Currently, once all minimum details are in, we deliver a fully qualified enquiry after about 3 minutes without further messages, unless the enquirer withdraws in that time. Chats that are not complete, and non-qualified chats, are classified after about 20 minutes without messages. Once classified, a chat is final: if the enquirer comes back, that is a new chat, and a completed new chat is a new fully qualified enquiry. We may adjust these timings as we learn.
5.7 Out of your area or services. If the chatbot can tell from your confirmed profile that an enquiry is outside your area, or is for a service you have explicitly said you do not offer, the chat is non-qualified ("other") and the chatbot tells the enquirer plainly. Only explicit exclusions count. Borderline cases are delivered normally.
5.8 Delivery. We deliver to the channel or channels you chose. If delivery of an otherwise complete enquiry fails, we alert you and retry rather than lose it, and we count it only once it has been delivered. Delivered means sent, not read.
5.9 Partial enquiries. We deliver partially qualified enquiries by default, labelled, at no charge. You can switch this off. If you do, we do not deliver them. If the chatbot cannot answer a question and the enquirer agrees and gives contact details, we may pass the question on as a partially qualified enquiry labelled "question"; if you have switched partial enquiries off, the chatbot says it cannot pass it on and suggests contacting you directly.
5.10 Repeat contacts. The chatbot has no memory of earlier chats. We may keep a scrambled (hashed) copy of delivered contact details for about 30 days so we can label a delivery as a "possible repeat". Each completed chat counts separately, even if it is labelled a possible repeat. We may change this rule on 30 days' notice, in line with section 6.9.
5.11 Reporting. Each month we send you a summary with counts by type of enquiry and by reason code.
5.12 We cannot promise any number of enquiries or any result.
6. Fees and billing
6.1 All prices are in the Pricing Schedule (Schedule 1).
6.2 Month 1. Month 1 is a flat fee that covers all fully qualified enquiries delivered in that month, with no numeric cap. If usage looks abnormal or like spam, we may contact you about it. We do not block enquiries automatically.
6.3 When month 1 is charged. The trial is free. Month 1 is charged up front on day 15, which is the day after your 14-day trial ends. We send a payment link and reminders about a week, two days and one day before. You can pay at any time. Your chatbot keeps running on day 15 while payment is due. If payment has not arrived, we may switch your chatbot off. We may then send a small number of follow-up messages offering to switch it back on (see our Privacy Policy).
6.4 From month 2. Your plan for each month is set by the number of fully qualified enquiries delivered in the previous month, moving up or down, and never below the base plan. Enquiries during your free trial do not count towards this. A move between plans under this section is not a price change under section 6.9.
6.5 Notice before each charge. About a week before each charge, we send you a summary of your usage, the plan we propose and the price. You can change your plan or cancel up to 2 days before the charge is taken, and we will not take it if you cancel in time. By signing up you agree to this way of setting your plan, so we do not ask for your agreement again each month.
6.6 Going over your plan. If you go over your plan's level during a month, we still deliver every enquiry. Your plan moves for the next month.
6.7 What we charge for. We charge only for fully qualified enquiries (after month 1, through your plan). We do not charge for partially qualified or non-qualified enquiries.
6.8 Payment details. We take payment through our payment provider, by card or direct debit. By making your first payment you authorise us to take later payments by the same method, for the amounts set under this section 6, which can change from month to month. Our prices are the full price you pay and include any VAT that applies. If a payment fails, section 6.3 applies.
6.9 Changing prices. We may change the prices and plans in Schedule 1 for new clients at any time. Once you are a client, we will give you at least 30 days' notice of a change to the prices or plans that apply to you. A change never applies to a billing month that has already started, and you can cancel before it takes effect.
7. Ending the service and switching off
7.1 You can end the service at any time by giving us 30 days' notice, by email to [email protected] or through our client service chat.
7.2 If you give notice, we will not take any payment that would fall due after your notice. At your request we will switch your chatbot off on any date up to the end of the 30 days. If you do not ask for a date, we switch it off at the end of the 30 days.
7.3 If your free trial ends and you do not pay, the service ends and we switch your chatbot off (section 6.3).
7.4 We may suspend or end the service immediately if you seriously break these terms, use the service unlawfully, or do not pay when payment is due. We may also stop the service at any time for any other reason, giving you as much notice as we reasonably can. If we do so for a reason other than your breach, we refund the unused part of any month you have paid for.
7.5 When the service ends, we stop delivering enquiries, you must remove the chatbot code from your website, and we delete or return the data we hold for you as set out in Schedule 3. We keep records we are required by law to keep.
7.6 Ending the service does not affect rights that have already arisen, including payment for enquiries already charged.
8. Complaints and disputing a billed enquiry
8.1 If you think a fully qualified enquiry we have counted was spam or a test, tell us within 14 days of the monthly summary that shows it, giving the details.
8.2 We will review it and reply within 10 working days. If it was clearly spam or a test, we will credit it against your next charge or refund it. Our decision on whether it was clearly spam or a test is final unless it is unreasonable.
8.3 You do not have to pay the disputed amount while we review it.
8.4 Repeat contacts: see section 5.10.
8.5 Complaints. If you are unhappy with the service, email [email protected]. We will acknowledge your complaint within 2 working days and reply within 10 working days.
9. Data protection
9.1 Roles. For the details of enquirers that your chatbot collects, you are the controller and we are your processor. Schedule 3 sets out how we handle those details. For your own details and those of prospects and visitors, we are the controller, as our Privacy Policy explains.
9.2 Enquirer notice. The chatbot gives enquirers a short notice and a chance to withdraw (section 5.2) because you may not update your own privacy notice. This does not replace your own duties. You must make sure your privacy notice covers your use of a chatbot and the passing of enquirers' details to you.
9.3 Deleting details. Before delivery, the chatbot deletes an enquirer's details if they ask. After delivery, you handle requests from enquirers about the details you hold.
9.4 Providers. We use other companies to run the service, listed in our Privacy Policy. We stay responsible for them and will tell you before we add or change one that handles enquirers' details. If you object to a new provider, you can end the service under section 7.
9.5 Our own marketing consent. Your agreement to receive follow-up messages from us (section 6.3) is given separately from your agreement to these terms.
10. AI and the limits of the service
10.1 Your chatbot is an AI assistant. It tells enquirers that it is an AI, and if someone sincerely asks, it answers honestly. AI can make mistakes: it may misunderstand an enquirer, record a detail wrongly,