Terms of service

Last updated 16 August 2026. These terms cover founding-place pre-orders made on nellanswers.com and, from launch, use of the Nell service. Plain English on purpose; the headings are for convenience only.

1. Who we are and how to contact us

Nell is a trading name of James Barkway, a sole trader, 182-184 High Street North, East Ham, London E6 2JA (“we”, “us”). You can contact us at support@nellanswers.com. We will contact you at the email address you gave when you reserved.

2. These terms and your agreement

By reserving a founding place you agree to these terms, our Refund and pre-order policy and our Privacy policy, which together form the contract between us. If you are reserving on behalf of a clinic or company, you confirm you have authority to bind it, and “you” means that business.

3. The pre-order

• Nell is an automated telephone receptionist service that is still in development. A founding-place reservation is a pre-order of a monthly subscription to that service, at the founding price, to begin when the service launches for you.
• Our estimated launch is November 2026. This is a good-faith estimate, not a guaranteed date. We will keep you informed by email at least monthly and will tell you promptly if the estimate changes.
• Reserving does not give you access to any service today, and we do not charge you anything today.
• Nell is offered to businesses in the United Kingdom. Nell answers inbound calls only; she is not an outbound calling, telemarketing or sales-dialling service and cannot be used as one.
• The number of founding places is limited at our discretion. We may close reservations at any time; existing reservations are unaffected.

4. Price and payment

• The founding price is £19 per month in pounds sterling, including VAT where applicable. It applies for as long as your subscription remains continuously active. The public price after launch is currently planned at £99 per month and may change; your founding price will not increase while you remain subscribed.
• Payments are processed by Stripe Payments Europe Ltd and its affiliates (“Stripe”). We do not receive or store your full card details. Stripe’s terms and privacy policy also apply to the payment.
• When you reserve, Stripe validates and saves your card. Nothing is charged at that point. Your first payment is taken when Nell launches for you (see the Refund and pre-order policy for what “launches for you” means), and monthly thereafter until you cancel.
• If a payment fails we will email you and retry; if it continues to fail we may pause the service until payment is made.
• Payments will appear on your card statement as NELLANSWERS.

5. Cancellation and refunds

You can cancel at any time by emailing support@nellanswers.com. Our refund promise is set out in full in the Refund and pre-order policy. In summary: cancel any time before your first payment and nothing is charged; a full refund is available for 30 days after your first payment; after that, cancellation stops future payments. If we cannot launch, or the launched service is materially different from what we described when you reserved, you receive a full refund of anything paid.

6. The service at launch

• At launch we intend Nell to: answer inbound calls forwarded to a UK number we provide; introduce herself as Nell for your clinic; identify herself as an automated assistant when asked; check live availability in your booking system (Amelia, Bookly or LatePoint on your WordPress website, or Google Calendar); book appointments into that system; send the caller a confirmation by text; and take messages and callback requests, sending them to you by text or email.
• Features may change before launch as we build and test. We will tell you about material changes by email. If a change materially reduces what we said Nell would do for you, you may cancel for a full refund.
• Nell relies on third-party systems (your telephone provider, your website host, your booking system, Stripe, our telephony and speech providers). We are not responsible for their availability, but we will tell you what we know when something breaks.

7. Your responsibilities

• Give us accurate details about your clinic, your booking system and your opening hours, and keep them up to date.
• You are responsible for forwarding your number to Nell and for switching that off when you do not want her to answer.
• You are responsible for the accuracy of your diary. Nell books what your system shows as available.
• You must have the right to have calls to your number answered and, where recording is enabled, recorded, and to tell your callers as the law requires. Nell will play a short announcement at the start of each call; you agree not to ask us to remove it.
• You are responsible for your website’s and booking plugin’s security and for keeping the Nell connector, once installed, up to date when we ask.

8. Emergency calls and clinical matters

Nell is a receptionist for appointment bookings and messages. She does not give clinical or medical advice, does not triage, and cannot contact the emergency services. If a caller describes an emergency, Nell will tell them to hang up and call 999, and will notify you. You must not present Nell to your patients as a way to obtain urgent care or clinical advice.

9. Data protection

Our Privacy policy explains what personal data we process about you and how. At launch, when Nell answers calls for your clinic, you will be the controller of your callers’ personal data and we will process it on your behalf as your processor. A data processing agreement forming part of these terms will be provided before launch, and no call data will be processed until it is in place.

10. Acceptable use

You must not use Nell for anything unlawful, to make or receive calls that would be unlawful marketing, to impersonate another business, to harass anyone, or in a way that could damage the service or other customers. We may suspend the service while we investigate a breach and will tell you why.

11. Availability and support

Before launch there is no service to keep available; our commitment is honest communication. From launch we will aim for the service to be available at all times but do not guarantee uninterrupted operation. Support is by email at support@nellanswers.com, Monday to Friday, UK office hours; we aim to reply within one working day.

12. Our liability

• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded, including your rights as a consumer where they apply.
• Subject to that, we are not liable for loss of profit, loss of business, loss of bookings, or any indirect or consequential loss, and our total liability to you in any 12-month period is limited to the amount you paid us in that period.
• Nell is a tool that helps you take bookings. She does not replace your responsibility for your patients, your diary or your clinical decisions.

13. Changes to these terms

We may update these terms. If we do, we will email you at least 14 days before the change takes effect. If a change is to your disadvantage you may cancel before it takes effect and receive a refund of anything paid for the period after cancellation.

14. General

• These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that if you are a consumer resident elsewhere in the UK you may bring proceedings in your local courts.
• If any part of these terms is found unenforceable, the rest still applies.
• These terms, with the policies they refer to, are the entire agreement between us about the pre-order and the service. Nothing on this website is an offer capable of acceptance until Stripe confirms your reservation.
• You may not transfer your reservation without our written consent; we may transfer our rights to a successor business that takes over Nell, and will tell you if we do.