Unleashed Customer Terms

Version 4 changes section 5: what happens when your business uses up its fair-use allowance (a grace period to the end of your working week, during which nothing is cut off but any use over your allowance is still charged, after which, if it has not been paid for, calls are forwarded to your verified mobile and texts (other than booking confirmations and reminders), WhatsApp, Studio and bulk sending pause until the amount owed is paid), optional Auto-Boost, which you can turn on or off at any time and which charges your card automatically up to a monthly limit you set, very short and spam calls not counting towards your allowance, and extra locations sharing one allowance. It also confirms that the 30-day money-back guarantee (section 7) covers automatic Boosts and over-allowance charges. Version 3 replaced call minutes and top-ups with a fair-use allowance and Boosts. Version 2 added per-location pricing, the Rate Card and the 30-day money-back guarantee.

These terms apply when you buy an Unleashed product through an Unleashed payment link or checkout. You accept them when you pay at checkout, where they are linked above the pay button. The version you accept, and the Rate Card version in force, are shown above the pay button and recorded with your order.

1. Who we are

Unleashed OS Ltd, company number 16601258, Office 13552, 182-184 High Street North, East Ham, London E6 2JA, England ("Unleashed", "we"). Contact: legal@unleashed.vision.

2. What you are buying

The product, price, billing period, lock-in and any set-up charge are the ones shown on your order page (the checkout page) when you pay, and on your receipt. Only what is written on your order page, your receipt and in these terms forms part of your contract.

Which document wins. If they differ, your order page wins over these terms' descriptions, and these terms win over the Rate Card (section 5). Nothing overrides your money-back guarantee or your legal rights.

What someone selling for us told you. Partners and sales reps who introduce Unleashed are independent and cannot change these terms. If someone selling for us told you something that is not in your order or these terms, email legal@unleashed.vision within 30 days of your order. We will either honour it or let you cancel with a full refund. If you are a consumer, this does not reduce your legal rights.

3. Billing and renewal

3.1 Monthly plans renew automatically each month at the price on your order until you cancel.

3.2 Lock-in plans (paying for several months at once) renew for the same number of months, at the price on your order (subject to 3.4). We email you at least 14 days before each lock-in renewal, with the amount and how to cancel.

3.3 Cancel before the renewal date and you are not charged again.

3.4 Price changes. We can change prices only to reflect changes in our costs or the service. We give you at least 30 days' notice by email. A price change never applies during a lock-in term you have already paid for. If you do not accept it, cancel before it applies. If you use Auto-Boost, the same email gives the new price of each automatic Boost. Your monthly limit stays the same, and you can change your limit or turn Auto-Boost off before the new price applies.

3.5 Failed payments. If a payment for your plan fails, we email you. This does not apply to an automatic Boost: if that payment fails, the Boost is simply not added, and a failed charge for use over your allowance is dealt with in section 5, not by the 7-day rule below. If it is still unpaid 7 days after that email, we may pause the service until it is paid.

3.6 Free trials. If your order page shows a free trial, you are not charged during it. It becomes a paid plan at the end of the trial unless you cancel before then, and we email you a reminder 3 days before the first charge.

4. Cancelling

You can cancel at any time in your account, by emailing legal@unleashed.vision, or in any other way shown for your product (for some products, by text message). Cancelling is as easy as signing up, and you can turn off Auto-Boost the same way. Cancelling stops the next renewal; the product keeps working until the end of the period you have paid for. There is no minimum term and no cancellation fee. We confirm every cancellation by email. If you cancel while an amount for use over your allowance is owed, it is charged when you cancel, unless the 30-day money-back guarantee refunds it.

5. Your plan, price, allowance and the Rate Card

Your plan, price, allowance and lock-in are as shown on your order page and receipt. Your order page names the Rate Card version in force at the time of your order, and we record it with your order. The Rate Card is our published, versioned list of products, prices, fair-use allowances, Boost prices and lock-in terms, at https://partners.unleashed.vision/legal/rate-card. Each version has a number, a start date and a SHA-256 hash, is kept online permanently and is never edited after it is published. The Rate Card version of your order is fixed for your order; a later Rate Card version applies to you only through a price change under 3.4.

Per location. Products priced per location treat each shop, branch or site as its own business for pricing and set-up, with its own number and price. All your locations share one allowance, and any of your locations can use it. If the shared allowance is used up, the grace period and pause below apply to all your locations together. Businesses with 10 or more locations, franchises and national chains are quoted a custom price (book a call at book.unleashed.vision).

Fair use and Boosts. Your plan includes a fair-use allowance that we look after. Your billing month starts on the same day of each month as your plan started, and your allowance starts afresh then. The Rate Card version of your order says how the allowance is set, and your account shows how much of it you have used this billing month at any time. Short calls, meaning calls that last less than 20 seconds from the moment our receptionist answers until the call ends, and calls our receptionist identifies as spam, do not count towards it. You can see which calls were treated as spam in your call log. If you think a call or message was counted wrongly, tell us within 30 days at legal@unleashed.vision. If we agree, we add it back to your allowance and refund any Boost or over-allowance charge it caused. We never move you to a higher plan without your agreement. Using more than your allowance is not free: it is charged as Boosts and, if you have not paid it yourself, taken from your card automatically at the end of the grace period (see below). If your business runs near it, we get in touch, and you can add a Boost, turn on Auto-Boost or move up a plan. A Boost adds 10% or 25% to your plan for the month, for the same share of your plan price, at the Boost price in the Rate Card version of your order. A Boost you buy yourself is charged only when you choose to buy it. Every Boost lasts until the end of the billing month in which it is added and does not renew by itself.

If you use up your allowance. Everything keeps working as normal for a grace period, so your customers are not cut off. The grace period is not free: what your business uses over its allowance still has to be paid for. The amount owed is the price of one 10% Boost for each 10% of your allowance (a part of 10% counts as a full 10%, so using 1% over costs one Boost and 11% over costs two) used over it, at the Boost price in the Rate Card version of your order, and your account shows it at any time. What you pay counts as Boosts you have bought, so the same use is never charged twice, and like any Boost it ends with your billing month. You can pay it during the grace period by adding a Boost, moving up a plan or paying the amount shown in your account. The grace period ends at closing time on your last working day of that week (a week runs Monday to Sunday, UK time). If you use up your allowance on that last working day or later in the week, it ends at closing time on your last working day of the following week instead. Your working days and closing time are the opening hours in your account (for more than one location, the latest closing time of any of them). If you have not set opening hours, or you are open around the clock, your last working day is Friday and closing time is 5pm. Bank holidays in the part of the UK where your business is based are not working days. We tell you by email and text when the grace period starts, and again about a day before it ends (if the grace period is shorter than a day, the first message is the only one), each time with the amount owed so far. If anything is still unpaid at the end of the grace period, we charge it to the card on your plan, as you agree when you accept these terms at checkout. You can withdraw that agreement at any time by emailing legal@unleashed.vision, and if you do, we do not charge the card and the unpaid amount is dealt with as in the next sentence. We email and text you a receipt for every such charge. If that payment fails, is declined or needs your bank's approval, or you have withdrawn your agreement to card charging, the amount stays owed and our AI stops answering your calls and forwards them to the mobile number you have verified in your account, so you can take them yourself (if you have not verified a mobile, our AI keeps answering). We also stop sending text messages and WhatsApp messages for you, except booking confirmations and reminders, which keep going. Studio (our content and design tools) and bulk or marketing sending pause. Messages your customers send you are still received and shown in your account. This lasts until you pay the amount owed (by adding a Boost, moving up a plan or paying it in your account). A new billing month does not cancel an amount still owed. Nothing else in your plan changes. If you tell us under the section above before the grace period ends that you dispute part of the use, we do not charge that part until we have answered you. The pause never stops messages we send you, you cancelling or managing your plan by text, or opt-out (STOP) replies to your customers.

Auto-Boost (optional). Auto-Boost is off unless you turn it on. The account owner can turn it on or off at any time in your account settings. When you turn it on you choose the Boost size and a monthly spending limit in pounds, and your settings show the price of each Boost. We email you confirming your Boost size, its price and your limit when you turn Auto-Boost on and whenever you change it. Each time your allowance (including any Boosts added that month) runs out, we then add a Boost of the size you chose straight away, at its price on the Rate Card version of your order (or the new price under 3.4), and charge it to the card on your plan. While Auto-Boost is on and under your limit, each Boost is charged as it is added, so there is nothing left owing at the end of the week. We never add an automatic Boost that would take automatic Boosts in one billing month over your limit. We email and text you a receipt for every automatic Boost, and tell the account owner by email and text when automatic Boosts reach 80% of your limit and when your limit is reached. If your limit has been reached or a payment fails, no Boost is added and the grace period above applies, including its charge for use over your allowance. Your monthly limit caps automatic Boosts only; it does not cap that charge. You can change your limit or turn Auto-Boost off at any time in your settings or by emailing legal@unleashed.vision, and no automatic Boost is charged after you do. Automatic Boosts are covered by the 30-day money-back guarantee in the same way as Boosts you buy yourself.

6. Changes you ask for

If you ask us to change your set-up (for example wording, opening hours or call handling), we aim to make the change within 24 hours on UK working days.

7. Refunds and the 30-day money-back guarantee

30-day money-back guarantee. If you buy any Unleashed plan (Systems, Business, Scale or Managed), you can cancel within 30 days of your first payment for that plan and we will refund what you paid for it in that period: subscription and set-up charges, and any Boosts bought or added automatically in it, and any amount charged for use over your allowance. It covers each plan, and each location added later, from that location's first payment. If you pay on a lock-in, we refund the whole term you paid. It applies once per business per plan. A website build fee is not refunded once the site has been built. There is no minimum term and no reason is required. To use it, email legal@unleashed.vision or cancel in your account.

Lock-in (paying for several months in advance). You can cancel at any time to stop the next term. There is no refund for part of a term already paid, except under the 30-day money-back guarantee or the next paragraph.

If we end or fail the service. We can end your service with 30 days' notice, or straight away if you seriously break these terms. If we end it (other than for your breach), stop providing it, or change these terms and you cancel because of that, we refund any prepaid months not yet started, plus the unused part of the current month, worked out by day.

Otherwise payments are not refundable, except where these terms or the law say otherwise. Nothing in these terms affects your statutory rights.

8. If you are a consumer

If you buy as an individual for purposes outside your trade, business or profession, you also have these rights:

1. 14-day right to cancel. You may cancel within 14 days of the day the contract is made, without giving a reason, by telling us clearly (for example by email to legal@unleashed.vision). You can use the model cancellation form below, but you do not have to.
2. If you ask us to start straight away. If you want the service to start within the 14 days, tick the box at checkout to ask us to start now. If you then cancel within the 14 days, you pay for what you used up to then, unless the 30-day money-back guarantee gives you a full refund, in which case you get the full refund.
3. Website builds. If you want us to start your website build within the 14 days, tick the box at checkout that says: "Start my website build now. I understand I lose my right to cancel the build once it is finished." If you tick it and we finish the site within the 14 days, you lose the right to cancel the build once it is finished.
4. Faulty service. If the service is not provided with reasonable care and skill or does not match what we described, you have rights under the Consumer Rights Act 2015, including a repeat performance or a price reduction.

Model cancellation form. To Unleashed OS Ltd, Office 13552, 182-184 High Street North, East Ham, London E6 2JA, legal@unleashed.vision: I hereby give notice that I cancel my contract for the supply of the following service: [service], ordered on [date], name, address, date.

9. Our responsibility

We provide the product with reasonable care and skill. We are not responsible for losses that were not foreseeable, or for business losses (such as lost profit or lost opportunity) if you buy as a business. If you buy as a business, our total liability in any 12 months is limited to the amount you paid us in those 12 months or, if greater, £100. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

10. Your data

We use your information as set out in our privacy notice at https://unleashed.vision/privacy. Our Data Processing Terms, which we send you on request at legal@unleashed.vision, form part of this contract and apply whenever we handle personal data for you, including your own callers' and customers' data, as your processor. Where we are a controller of data we collect about you, our privacy notice at https://unleashed.vision/privacy applies.

11. Changes to these terms

We may update these terms. We tell you by email at least 30 days before a change that affects you, and you can cancel before it applies. The version you accepted applies until then. A new Rate Card version is not a change to these terms and does not change your order (section 5).

12. Law and disputes

These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, but if you are a consumer living in Scotland or Northern Ireland you may also bring proceedings there.