01
Introduction
This Voice AI Setup & Service Agreement governs the setup, configuration, and delivery of the AI voice receptionist service by Kinto Creative Ltd to the client. This Agreement should be read alongside the related policies listed in Section 14.
02
Project Scope
The scope of each setup is defined by the completed onboarding form: one AI voice agent configured for one business, covering its script, service list, pricing, opening hours, and a single connected Google Calendar. Ongoing tweaks to any of this, including services, pricing, hours, and calendar buffer or lead times, are covered under Sections 06 and 13, and are never treated as out of scope.
03
Payment
The monthly fee is free for the first 30 days from the go-live date, subject to the included minutes allowance set out in Section 08. After that, the monthly fee is billed automatically, continuing on the same date each month thereafter.
04
Timeline
Timelines are estimates based on timely receipt of the completed onboarding form, calendar access, and call-forwarding setup. If the client fails to provide required information or access within 14 days of request, the timeline shifts accordingly. The Company bears no responsibility for client-caused delays.
05
Client Responsibilities
The client is responsible for providing the following prior to go-live:
- A fully completed onboarding form (business details, services, pricing, opening hours, emergency/out-of-hours policy)
- Access to a Google Calendar for the AI to check availability and book against
- The business phone number to be forwarded to the AI system
- A real name and number for the emergency/escalation fallback
- Confirmation of any wording, pricing, or policy the AI must use exactly
The client confirms that all business information, pricing, and service descriptions supplied are accurate. The Company cannot verify these and does not warrant them. This section is to be read alongside the Voice AI Client Responsibilities Agreement.
06
Revisions
Corrections to the business information used to configure the service (services, pricing, hours, policies) are unlimited and included at no extra charge before go-live.
07
Sign-Off & Go-Live
Written client sign-off is required before the AI voice service goes live. The Company will provide a test call or call recording together with an approval request. Sign-off may be given by email or other written message, and confirms that:
- The client has listened to/reviewed the AI's script and call flow
- All business information is correct, including services, prices, opening hours, and emergency policy
- The client accepts this Agreement and the related policies listed in Section 14
Once sign-off is received, the Company provides the client with the number to forward their business number to, and the service goes live once forwarding is active.
Important
The Company will not go live without written sign-off. A client's written request to go live without reviewing the script counts as sign-off for this purpose, and the client accepts responsibility for the accuracy of everything the AI says on their behalf in that case.
08
What the Monthly Plan Includes
The service is delivered through the monthly plan, which includes: configuration, hosting and running the AI voice agent, calendar-integrated booking, continuous 24/7 call handling in line with the Voice AI Service Level Agreement, standard support, and up to 300 minutes of call time per calendar month for the full duration of the service, including any free trial period. Additional minutes beyond this allowance are charged at £0.20 per minute, billed monthly in arrears. This allowance is based on estimated usage and may be reviewed as real client data becomes available.
Each call ends automatically after 10 minutes, so that a call left running on hold music, a voicemail, or silence cannot use up the allowance.
09
Ownership
The client owns their own business data, customer records, and calendar bookings at all times. The Company retains full ownership of the underlying voice AI system, prompt, scripts, and configuration tooling used to deliver the service. The client is not granted access to, or a copy of, this system at any point, including after termination.
10
AI-Generated Content
The AI voice agent's script is produced from information the client provides (services, pricing, hours, policies). The Company may use AI-assisted tools to help build and refine this script; all scripted content is reviewed by a person before it is sent to the client for sign-off. The client is responsible for checking that everything the AI is configured to say is factually accurate about their own business. The Company cannot verify this and does not warrant it. This section is to be read alongside the AI Disclaimer.
11
Portfolio & Promotional Use
Unless the client notifies the Company otherwise in writing, the Company may describe the work in case studies and reference the client's trading name to identify the work, but will never disclose the client's confidential business information, the fees agreed between the parties, or any personal data belonging to the client's own customers/callers. The client may withdraw this permission at any time by writing to hello@kintocreative.co.uk.
12
Termination
Either party may terminate this Agreement with 30 days written notice. The service continues to run as normal for the duration of the notice period. Once the notice period ends and termination takes effect, the Company deactivates the AI phone number, and the client is responsible for promptly removing call forwarding so their business number returns to ringing as normal. If the client has not removed call forwarding by the termination date, calls to their business number will not connect, since the number they are being forwarded to will no longer be active. The Company's access to the client's Google Calendar (or other connected account) is removed within 14 days of that date, with full ownership/access returned to the client. Fees already billed are non-refundable, in line with the Company's Refund Policy. Any overage charges for minutes used before the termination date remain payable, even if invoiced afterward.
13
Changes After Go-Live
Clients may request unlimited changes to their services, pricing, opening hours, and calendar settings, at no extra charge, typically completed within 2–3 working days.
15
Governing Law
This Agreement is governed by the laws of England and Wales.
Have a question about this policy?
Kinto Creative Ltd · hello@kintocreative.co.uk · kintocreative.co.uk