Terms of Service

Last updated: 9 May 2026

1. The parties

These terms are between you (the business or individual signing up to Poppy) and Hey Poppy Ltd ("we", "us"), a private limited company registered in England and Wales under company number 17218518, with its registered office at 66 Paul Street, London, EC2A 4NA, United Kingdom. Paul Rose is the founder and sole director. By creating a Poppy account or starting a free trial you agree to these terms.

2. The service

Poppy is an AI voice receptionist for UK service businesses. We provide:

• A dedicated phone number for your business calls
• Voice AI that answers those calls in your business name
• Call recordings, transcripts and summaries delivered to your dashboard, email and SMS
• Configurable greetings, FAQs, and call-handling rules
• Pro-tier features: appointment booking, live transfers, mid-call SMS

We're building Poppy actively. Some advertised features may roll out shortly after launch (we'll always be honest about what's live and what's coming). If a feature you're relying on isn't available, tell us and we'll work it out.

3. Your account

• You're responsible for keeping your login credentials secure.
• You must be 18 or older and authorised to enter into contracts on behalf of your business.
• Tell us promptly if you suspect unauthorised access to your account.
• One Poppy subscription covers one business. If you run multiple businesses you'll need separate subscriptions.

4. Subscription, trial & payment

Free trial

Every Poppy subscription includes a 7-day free trial. We collect your card details at signup (via Stripe) so the transition to paid is seamless, but we won't charge a penny until day 8. Cancel any time before then and you pay nothing.

Pricing & billing

• Starter: £79/month (or £49/month for founder members — see below).
• Pro: £179/month.
• All prices are in pounds sterling (GBP) and exclusive of VAT where applicable.
• Subscriptions renew automatically each month on the same calendar day.
• Payment is processed by Stripe. We do not store your card details.
• If a payment fails, we'll retry over 7 days. If it still fails after that, we'll pause your account and email you. Reactivation requires a successful payment.

Plan changes

You can upgrade from Starter to Pro at any time via your dashboard or by contacting us. The new tier price applies from the next billing date. Founder members keep a 15% loyalty discount on any Pro upgrade for as long as their subscription stays active (see "Founder pricing" below).

5. Founder pricing

The first 50 paying customers qualify for "Founder" pricing: £49/month for the Starter tier, locked in for life.

• The price will not increase while your subscription stays active.
• If you cancel and rejoin later, you'll be on whatever the public price is at that time.
• Founder members get a permanent 15% loyalty discount on Pro upgrades, applied automatically via Stripe coupon.
• Founder slots are first-come, first-served. Once the 50 are gone the offer ends and we revert to standard pricing for new customers.

6. Acceptable use

You agree not to use Poppy to:

• Engage in spam, robocalling, or unsolicited cold-call campaigns.
• Harass, threaten, defame or impersonate any person.
• Conduct anything illegal under UK law (or the laws of any jurisdiction your callers are in).
• Reverse-engineer, scrape, or attempt to extract our underlying AI prompts, models, or systems.
• Resell, sublicense, or pass off Poppy as your own product.
• Connect Poppy to numbers you don't own or have permission to use.

We may suspend or terminate accounts that breach these rules. For serious breaches (illegal activity, abuse) we may report to the relevant authorities.

7. AI disclosure obligations

Poppy answers calls as an AI. Under current UK consumer protection guidance and ICO recommendations, being upfront with callers that they're speaking to an AI is best practice. By default, every Poppy greeting includes an AI disclosure ("just so you know, I'm an AI receptionist").

You can edit your greeting in your dashboard. If you turn AI disclosure off, you take on responsibility for ensuring this complies with whatever consumer protection or accessibility rules apply to your sector. We strongly recommend keeping it on.

8. Data & privacy

How we handle data is covered fully in our Privacy Policy. Key points:

• You are the data controller for your callers' data. We're the processor.
• We retain call recordings and transcripts for 12 months unless you ask us to delete sooner.
• We never sell your data and never share with advertisers.
• If a caller asks for their data to be deleted, contact us and we'll action it within UK GDPR's one-month window.

9. Service availability

We aim to keep Poppy running 24/7, but we don't guarantee uptime. Voice AI services depend on third-party infrastructure (Twilio, Vapi, the underlying language model providers) which can experience outages outside our control.

For critical calls (genuine emergencies) we strongly recommend you keep an alternative way for customers to reach you — a backup mobile, an out-of-hours pager, or a call-forwarding chain. Poppy is designed to complement human availability, not eliminate it.

10. Cancellation & refunds

• You can cancel from your dashboard at any time. No notice period, no exit fees, no contracts.
• On cancellation, your account remains active until the end of your current billing period, then becomes inactive.
• Phone numbers we've provisioned for you will be released back to our telecoms provider on cancellation. If you reactivate later, we'll provision a fresh number.
• 30-day money-back guarantee: if Poppy is not right for your business within 30 days of your first charge (i.e. within 30 days of day 8 of your trial), email hello@heypoppy.co.uk with the subject "Refund request" and we will refund your first month in full. No quibbles, no clawback questions. After 30 days from your first charge, we do not refund partially-used billing periods, but we'll always sort out genuine faults on our end fairly.
• Trial cancellations: cancel any time within the first 7 days and you pay absolutely nothing.

11. Liability

We're a small business and we want to be straight with you. Poppy is provided "as is". We'll do our best to keep it working, but to the extent permitted by law:

• Our total liability for any claim is capped at the total amount you've paid us in the 12 months before the event giving rise to the claim.
• We're not liable for indirect or consequential losses (lost profits, missed opportunities, reputational damage).
• We're not liable for any third-party service failures (Twilio, Vapi, Stripe etc.) beyond our reasonable control.
• Nothing in these terms limits liability for fraud, fraudulent misrepresentation, death, or personal injury caused by negligence (because UK law won't allow that anyway).

12. Changes to these terms

We may update these terms from time to time. Material changes will be notified by email at least 14 days before they take effect, giving you a chance to cancel if you don't agree.

13. Governing law

These terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact

Questions, issues, or feedback: hello@heypoppy.co.uk.

— Paul Rose, Founder and Director, Hey Poppy Ltd