Terms of service

1. The service and who provides it

CallTrace is a call tracking, recording, transcription, AI analysis and call-back service provided by Zayn Productions Ltd, registered in England & Wales (company no. 16892199), 1 Alvin Street, Gloucester GL1 3EJ ("we", "us"). By opening an account you agree to these terms on behalf of your organisation. CallTrace is a business service — it is not offered to consumers.

2. Fees and billing

Plans are billed monthly in pounds sterling: Call Intelligence at £99/month and Live Coach at £199/month, plus any usage charges (numbers, minutes) set out in your account. Where usage billing applies, accumulated usage may be charged when it reaches the threshold shown in your account settings.

Subscriptions are monthly rolling with no minimum term. You can cancel at any time from your account or by writing to us; cancellation takes effect at the end of the current billing period. Payment is by card through Stripe; your card details are held by Stripe, not us.

3. Your responsibilities

You must use CallTrace lawfully. In particular: you are responsible for telling callers that calls are recorded (we supply wording); for having a lawful basis to record and process calls under UK GDPR and PECR; for only requesting call-backs to people who have asked your firm to contact them; and for keeping your login credentials confidential. You must not use the service for unsolicited marketing calls, harassment, or any unlawful purpose. We may suspend accounts used in breach of this section.

4. Our responsibilities

We provide the service with reasonable skill and care and aim for continuous availability, but we do not guarantee the service will be uninterrupted — it depends on third-party networks (including telephone carriers) that we do not control. We process your call data only to provide the service, as described in our data processing agreement and on our compliance page.

5. AI outputs

Transcripts, scores, summaries and coaching suggestions are generated by AI and can contain errors. They are aids to your judgement, not a substitute for it, and are not legal advice. See our AI disclaimer for detail.

6. Data and exit

Your call data belongs to you. A data processing agreement is available for every client. On cancellation you may request a data export, and we delete your call data on request.

7. Liability

Nothing in these terms limits liability that cannot be limited by law. Otherwise, our total liability arising out of the service in any 12-month period is limited to the fees you paid us in that period, and we are not liable for indirect or consequential losses, loss of profit, or loss of business. You remain responsible for your own regulatory compliance, including SRA obligations where applicable.

8. Changes and governing law

We may update these terms; material changes will be notified to your account email at least 30 days before they take effect, and if you disagree you may cancel before they do. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.