AI Receptionist Service Specific Terms

Last updated 28 May, 2026

By using this Service from Fasthosts Internet Limited ("Fasthosts", "We" and "Our"), you ("You", "Your" or "Customer") agree to the terms and conditions set forth herein. The provisions contained in these AI Receptionist Service Specific Terms (the "AI Receptionist Agreement") incorporate and are supplemental to Fasthosts General Terms and Conditions of Service and any other applicable terms and conditions related to your Service, by which you are also bound. In the event of any conflict or ambiguity between the provisions of this AI Receptionist Agreement and the Fasthosts General Terms and Conditions, the provisions of this AI Receptionist Agreement shall prevail to the extent of that conflict.

  1. Application

    1. These AI Receptionist Service Specific Terms ("AI Receptionist Agreement") apply to the Customer use of the AI Receptionist Service.
    2. Capitalised terms not defined in this AI Receptionist Agreement shall have the meanings given to them in the Fasthosts General Terms and Conditions.
    3. The Customer represents, warrants, and undertakes that the AI Receptionist Service is intended for, and shall be used exclusively for, business, trade, or professional purposes, and that the Customer is not contracting as a "consumer" as defined under applicable UK consumer protection legislation.

  2. Definitions

    1. "AI Receptionist Service" means the artificial intelligence-powered virtual receptionist, call handling, message taking, call routing, appointment scheduling, customer interaction, transcription, and related services provided by Fasthosts.
    2. "Customer Data" means any information, content, communications, personal data, prompts, instructions, business information, scripts, workflows, documentation, or other materials submitted to, uploaded to, or processed through the AI Receptionist Service by or on behalf of the Customer.
    3. "Output" or "Outputs" means any text summary ("Call Summary"), booking confirmation, response, recommendation, analysis, instruction, or other content generated by the AI Receptionist Service.
    4. "Third Party Provider" means any third-party technology provider, software provider, hosting provider, artificial intelligence provider, telecommunications provider, or subcontractor utilised by Fasthosts in connection with the AI Receptionist Service.

  3. Provision of the AI Receptionist Service

    1. Fasthosts provides the AI Receptionist Service as a reseller. The technical infrastructure and automated processing capabilities of the Service are carried out by Third Party Providers engaged by Fasthosts.
    2. Fasthosts shall make the AI Receptionist Service available in accordance with the AI Receptionist Agreement.
    3. The Customer acknowledges that the AI Receptionist Service utilises artificial intelligence technologies and automated processing systems to generate Outputs.
    4. Fasthosts may from time to time:
      1. modify functionality;
      2. introduce, amend, or remove features;
      3. replace or update underlying AI models;
      4. replace Third Party Providers;
      5. impose usage limits; and
      6. alter technical specifications,
      where reasonably required for commercial, technical, security, legal, regulatory, or operational reasons.
    5. Fasthosts does not guarantee the continued availability of any particular functionality, integration, feature, or third-party capability.

  4. Nature of the Service

    1. The AI Receptionist Service is an automated software service which generates Outputs based upon Customer Data and automated processing.
    2. The AI Receptionist Service is intended to assist with administrative and customer communication activities and does not replace human judgement, business oversight, or professional advice.
    3. No Output shall constitute legal advice, financial advice, medical advice, regulated professional advice, or any other professional advice.
    4. No Output shall be deemed to constitute a representation, warranty, undertaking, or commitment given by Fasthosts.

  5. Customer Responsibilities

    1. The Customer shall:
      1. ensure that all Customer Data is accurate, complete, lawful, and up to date;
      2. ensure that all information supplied to configure the AI Receptionist Service accurately reflects the Customer's business processes and requirements;
      3. maintain appropriate human oversight of the AI Receptionist Service;
      4. review and verify Outputs where appropriate before reliance or use;
      5. comply with all applicable laws and regulations; and
      6. promptly correct inaccurate information supplied to the AI Receptionist Service.
    2. The Customer is solely responsible for configuring the AI Receptionist Service, including:
      1. prompts;
      2. scripts;
      3. workflows;
      4. escalation procedures;
      5. routing instructions;
      6. business information;
      7. appointment settings;
      8. contact details; and
      9. operational parameters.
    3. Fasthosts shall have no liability or responsibility whatsoever for any Output, communication, action, or omission generated by the AI Receptionist Service, regardless of whether such Output arises from:
      1. inaccurate, incomplete, or misleading information, instructions, prompts, or configuration settings supplied by or on behalf of the Customer; or
      2. an inherent limitation, fault, or "hallucination" of the underlying artificial intelligence technology.
      The Customer acknowledges that it bears sole responsibility for monitoring the Service in real time and implementing human intervention workflows to override automated Outputs.
    4. The Customer remains solely responsible for:
      1. communications with its customers;
      2. business decisions;
      3. compliance obligations;
      4. products and services promoted through the AI Receptionist Service; and
      5. determining whether Outputs are suitable for any intended purpose.

  6. Artificial Intelligence Outputs

    1. The Customer acknowledges and agrees that AI Services are based on statistical patterns and probabilities and therefore, Outputs may:
      1. contain inaccuracies;
      2. contain omissions;
      3. contain factual errors;
      4. be incomplete;
      5. be inconsistent;
      6. be misleading;
      7. contain inappropriate content; or
      8. otherwise fail to meet the Customer's expectations.
    2. The Customer acknowledges that such characteristics are inherent limitations of artificial intelligence technologies.
    3. Fasthosts does not warrant, represent, or guarantee that any Output shall:
      1. be accurate;
      2. be complete;
      3. be current;
      4. be reliable;
      5. be suitable for any purpose;
      6. comply with applicable law; or
      7. achieve any particular outcome.
    4. The Customer assumes sole responsibility and all associated risk arising from the review, approval, rejection, use, publication, communication, implementation, omission, reliance upon, or failure to verify any Output generated through the AI Receptionist Service.

  7. Artificial Intelligence Transparency

    1. The Customer acknowledges and agrees that interactions with the AI Receptionist Service may be conducted wholly or partly by artificial intelligence systems.
    2. The Customer shall not knowingly represent that communications generated exclusively by the AI Receptionist Service were generated by a human individual where such representation would be misleading or unlawful.
    3. The Customer shall ensure that all disclosures, notices, and transparency measures required by applicable law (including the UK GDPR) in connection with the use of artificial intelligence systems are provided to its customers and users.
    4. Fasthosts may implement, modify, or introduce AI-related disclosures, notices, announcements, or transparency measures where reasonably required for legal, regulatory, compliance, or operational reasons.

  8. Call Summarisation and Data Processing

    1. The Customer acknowledges and agrees that the AI Receptionist Service processes real-time audio communications on behalf of the Customer solely to generate text-based call summaries, booking confirmations, or to execute customer-configured workflows ("Call Processing").
    2. The parties agree that for the purposes of Data Protection Legislation, the Customer is the Data Controller and Fasthosts is the Data Processor in respect of all Personal Data processed within the audio stream and resulting outputs. Fasthosts shall process such data strictly in accordance with the Customer's instructions and the Data Processing Agreement ("DPA").
    3. The Customer is solely responsible for ensuring that all legally required privacy notices, disclosures, or consents relating to automated call handling, AI interactions, or data collection are provided to callers in strict compliance with applicable laws, including the Privacy and Electronic Communications Regulations (PECR).

  9. Prohibited Uses

    1. The Customer shall not use the AI Receptionist Service:
      1. in breach of applicable law;
      2. to generate unlawful, defamatory, fraudulent, discriminatory, misleading, or abusive content;
      3. to infringe intellectual property rights or other third-party rights;
      4. for emergency response services;
      5. in connection with life-critical, safety-critical, or mission-critical activities;
      6. in any manner likely to damage, impair, or compromise the AI Receptionist Service; or
      7. to route, forward, or otherwise connect calls to premium rate numbers, non-geographic numbers attracting higher termination rates (including, but not limited to, UK numbers starting with 09, 070, or certain 084/087 ranges), or international destinations not explicitly permitted within the Customer's service tier;
      8. to collect, process, request, or ingest: (i) Special Category Data as defined under Article 9 of the UK GDPR (including but not limited to health, biometric, genetic, or ethnic data); (ii) criminal offence data; or (iii) high-risk financial or payment card data (such as full card numbers or CVVs); or
      9. for any applications, deployment scenarios, or practices prohibited under the EU AI Act (Regulation (EU) 2024/1689), nor utilise the Service in any application case classified as a "High-Risk AI System" under Article 6 and Annex III of the EU AI Act, to the extent such regulations apply extra-territorially to the Customer or the destination of the Service's Outputs. The Customer assumes sole responsibility for auditing its specific use case against these frameworks.

  10. No Critical Reliance

    1. The AI Receptionist Service must not be used as the sole means of receiving, processing, or responding to:
      1. emergency communications;
      2. safeguarding concerns;
      3. health and safety incidents;
      4. legal notices;
      5. service of court proceedings;
      6. regulatory notifications; or
      7. communications where delay or failure may reasonably result in injury, regulatory breach, significant financial loss, or other material harm.
    2. The Customer shall maintain appropriate alternative communication channels and business continuity arrangements.
    3. Fasthosts shall not be responsible for any loss arising from the Customer's failure to maintain alternative communication arrangements.

  11. Third Party Providers

    1. The Customer acknowledges that AI Receptionist Service relies upon infrastructure, software, telecommunications services, and artificial intelligence technologies supplied by Third Party Providers.
    2. Fasthosts may replace or change Third Party Providers at any time.
    3. The availability and functionality of the AI Receptionist Service may be affected by acts, omissions, restrictions, outages, modifications, or decisions of Third Party Providers.
    4. The Customer shall comply with all reasonable requirements, restrictions, and acceptable use requirements notified by Fasthosts from time to time in relation to Third Party Providers.

  12. Data Protection

    1. The parties shall comply with their respective obligations under applicable data protection legislation (including the Data Protection Act 2018 and the UK GDPR).
    2. The Customer warrants that it has obtained all rights, permissions, consents, and lawful bases necessary for the processing of Customer Data through the AI Receptionist Service.
    3. The Customer shall not submit any information through the AI Receptionist Service which it is not legally entitled to process.
    4. Fasthosts shall not be responsible for determining the lawfulness of any processing activity undertaken by the Customer through use of the AI Receptionist Service.
    5. The processing of personal data within the AI Receptionist Service shall be governed by the Data Processing Agreement ("DPA") incorporated within the Fasthosts General Terms and Conditions. The Customer acknowledges that by using this Service, it provides a specific instruction to Fasthosts to process and transfer Customer Data (including personal data) to Third Party Providers solely as necessary to provide the functionality of the AI Receptionist Service.
    6. The parties acknowledge and agree that for the purposes of the Data Protection Legislation, the Customer is the Data Controller and Fasthosts is the Data Processor in respect of all Personal Data processed within the AI Receptionist Service to generate Call Summaries, collect caller information, or trigger third-party integrations.
    7. The AI Receptionist Service allows the Customer to configure the AI platform via prompts and workflows to dynamically request, collect, and ingest specific categories of data from callers. The Customer warrants and undertakes that it shall not configure or instruct the AI to request or collect:
      1. Special Category Data as defined under Article 9 of the UK GDPR (including health, biometric, genetic, ethnic, sexual orientation, or political data);
      2. Criminal offence data; or
      3. High-risk financial data, including full Primary Account Numbers (PAN), CVVs, or online banking credentials for payment cards.
    8. The Customer assumes sole legal liability for any data collected by the AI as a result of the Customer's custom configurations, scripts, or instructions. The Customer shall ensure it has established a valid lawful basis under Data Protection Legislation for all such data collection activities.
    9. Where unsolicited Special Category Data or high-risk financial data as per Section 12.7 above ("Unsolicited Financial and Sensitive Data") are provided by callers, the Customer acknowledges that the Service is not configured to store such data securely. The Customer assumes sole responsibility for managing, redacting, and deleting any such data from any Call Summaries or platform logs and Fasthosts shall have no liability whatsoever for any data breaches, losses, or compliance failures resulting from the caller's voluntary disclosure of such Unsolicited Financial and Sensitive Data.

  13. Availability and Warranties

    1. The AI Receptionist Service is provided on an "as available" basis.
    2. Fasthosts does not warrant or guarantee:
      1. uninterrupted availability;
      2. continuous operation;
      3. error-free operation;
      4. freedom from defects;
      5. freedom from vulnerabilities;
      6. achievement of any particular business outcome; or
      7. compatibility with any third-party system not expressly agreed by Fasthosts.
    3. Maintenance, updates, security measures, technical issues, and Third Party Provider outages may result in interruptions to the AI Receptionist Service.

  14. Indemnity

    1. Without prejudice to any indemnity contained within the Fasthosts General Terms and Conditions, the Customer shall indemnify and keep indemnified Fasthosts, its group companies, officers, employees, contractors, licensors, and subcontractors against all claims, losses, liabilities, damages, costs, and expenses arising from or in connection with:
      1. Customer Data;
      2. the Customer's use of the AI Receptionist Service;
      3. reliance upon any Output by the Customer or any third party;
      4. any breach of applicable law by the Customer;
      5. any allegation that Customer Data infringes third-party rights;
      6. any claim brought by the Customer's customers, users, or other third parties arising from use of the AI Receptionist Service;
      7. any failure by the Customer to provide necessary disclosures, privacy notices, or obtain valid consents;
      8. any breach by the Customer of clauses 12.7 or 12.8 (Dynamic Data Collection); and
      9. any third-party claims, customer disputes, or regulatory actions arising from the integration of external APIs or third-party scheduling platforms under Clause 18.

  15. Suspension and Discontinuation

    1. Without prejudice to any rights contained within Fasthosts General Terms and Conditions, Fasthosts may suspend access to the AI Receptionist Service immediately where it reasonably considers that:
      1. the Customer is in breach of the AI Receptionist Agreement;
      2. continued provision may expose Fasthosts, any Third Party Provider, or any other customer to legal, regulatory, reputational, operational, or security risk;
      3. suspension is required by law;
      4. suspension is requested or required by a Third Party Provider; or
      5. continued provision is commercially impractical.

  16. Liability

    1. Any liability arising from or in connection with the AI Receptionist Service shall be subject to the exclusions, limitations, and liability cap set out in the Fasthosts General Terms and Conditions.
    2. Without limiting clause 16.1, the Customer acknowledges and agrees that:
      1. artificial intelligence systems may generate inaccurate, misleading, or inappropriate Outputs;
      2. the Customer bears sole responsibility for reviewing and validating Outputs;
      3. Fasthosts shall not be responsible for decisions made in reliance upon Outputs; and
      4. use of the AI Receptionist Service is undertaken entirely at the Customer's own risk.

  17. Changes to the AI Receptionist Agreement

    1. Fasthosts may amend this AI Receptionist Agreement from time to time where reasonably necessary to reflect:
      1. changes in technology;
      2. changes to Third Party Provider requirements;
      3. legal or regulatory developments;
      4. security requirements; or
      5. changes to the functionality of the AI Receptionist Service.
    2. Continued use of the AI Receptionist Service following notification of any amendment shall constitute acceptance of the amended AI Receptionist Agreement.

  18. Integrations and Custom APIs

    1. The AI Receptionist Service may permit the Customer to connect the Service to third-party scheduling platforms (including, but not limited to, Calendly and Cal.com) or connect external Application Programming Interfaces (APIs) to enable the AI assistant to perform actions, book appointments, look up external data, or trigger business workflows.
    2. Where the Customer utilises such integrations or custom APIs, the Customer acknowledges and agrees that:
      1. Fasthosts does not control, vet, or guarantee the security, functionality, availability, data handling practices, or accuracy of any third-party platform or external API;
      2. The Customer is solely responsible for maintaining valid accounts, credentials, and API keys with those third parties, and for configuring the data-mapping securely;
      3. Any data transmitted from the AI Receptionist Service to an external API or third-party platform is processed and transferred strictly as a Data Processor acting on the Customer's explicit instruction and at the Customer's sole risk.
    3. Fasthosts shall have no liability whatsoever for any losses, regulatory fines, data breaches, service interruptions, corrupted data, or incorrect actions (including failed, duplicated, or corrupted calendar bookings or workflow failures) arising from:
      1. Faults, outages, or security vulnerabilities in the third-party platforms or external APIs;
      2. The AI assistant executing an action or webhook based on a misunderstood or hallucinated user request; or
      3. The Customer's failure to properly restrict API permissions (least privilege access) on their external target systems.
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