Terms of service
These terms apply when you use Franki: ringing or texting her, having her ring you, using the website, creating an account, buying minutes, or subscribing to a Franki service. By using Franki you agree to them. Please also read our privacy policy, which explains how we handle personal data.
1. Who we are
Franki is provided by Jarhed Ltd, a company registered in England and Wales (company number 17261050), registered office Braiseworth Lodge, Eye, Suffolk IP23 7HB ("we", "us"). Contact us at hello@chat-to-franki.com.
2. What Franki is, and isn't
Franki is an artificial intelligence. She is not a person, and her replies are generated by AI models, so they can be wrong, incomplete or out of date. Don't rely on her for anything important without checking.
Franki is not:
- an emergency service. If you or someone else is in danger, ring 999;
- a medical, mental health, legal or financial adviser;
- a crisis line. If you're struggling, Samaritans are on 116 123, and Childline is on 0800 1111 for anyone under 19, any time.
3. Who can use Franki
You must be 18 or over to create an account, buy minutes or subscribe. People of any age may ring or text Franki where we make that available; children under 13 should only use Franki with a parent's or carer's permission. We apply child-safety rules on every call.
4. Free use
We may offer free calls, free minutes or free texts. What's free, and how much, can change at any time, and we may limit or stop free use, for example to one free call per phone number.
5. Your account
Keep access to your email and phone secure; you're responsible for what happens through your account. Only add phone numbers you own or are authorised to use.
6. Booking calls to other people
If you book Franki to ring someone else, you must have their agreement first, and you're responsible for the instructions you give her. Never use Franki to call someone who has asked not to be contacted. Anyone can ask us to stop calling them, and once they have, we will never ring that number again. You'll see short summaries of their calls, never transcripts.
7. Using Franki properly
You must not use Franki to:
- prank, harass, threaten or deceive anyone, or call or text people who haven't agreed to it;
- do anything illegal, or get help with anything illegal or harmful;
- impersonate someone, or record or share conversations with other people without their permission;
- try to get round free-use limits, safety rules or technical protections, or overload the service.
We may suspend or block a phone number or account that breaks these rules, or end a call that's being misused.
8. Minutes and prices
Prices are shown before you pay and include VAT where it applies. Minutes you buy are added to your account or to the phone number shown at checkout, and are used up as you talk. Unused paid minutes don't expire while Franki is running; if we ever close the service, we'll refund unused paid minutes. Payments are taken by Stripe.
9. Subscriptions
Subscriptions (such as Franki Family, Receptionist and Screen) are monthly and renew automatically at the price shown when you subscribed until you cancel. You can cancel at any time from your account, which opens Stripe's secure billing page; cancelling stops future payments, and the service continues until the end of the period you've paid for. We'll tell you in advance before we change a subscription's price, and you can cancel before the change applies.
When a Receptionist or Screen subscription ends, its Franki phone number is released. If you forwarded your own number to it, remember to switch that forwarding off.
10. Your right to cancel
If you're a consumer, you can cancel a purchase or a new subscription within 14 days of buying it, by emailing us. We'll refund you within 14 days, minus a fair amount for any service you've already used in that time, such as minutes you've spoken. This doesn't affect your other legal rights.
11. Receptionist and Screen: handling your callers' data
When Franki answers calls for you, the messages she takes are yours: you decide why the calls are handled, and we process your callers' personal data on your behalf. For that data, Jarhed Ltd acts as your processor and agrees to:
- use it only to provide the service to you, following your documented instructions;
- keep it confidential, and protect it with appropriate security;
- use only the sub-processors listed in our privacy policy, and give you notice before adding new ones;
- help you respond to your callers' requests to use their data rights, and with your own security and data protection obligations;
- tell you without undue delay if we become aware of a breach affecting it;
- delete or return it when the service ends, unless the law requires us to keep it;
- give you the information you reasonably need to show these obligations are met.
You're responsible for telling your callers that their calls are handled by an AI on your behalf, and for having a lawful basis for that.
12. Availability
We work hard to keep Franki running, but phone networks, AI providers and the internet can fail, so we can't promise she'll always be available, answer every call, or deliver every text or summary. We may change, add or remove features, and we may suspend Franki for maintenance or safety reasons.
13. Our responsibility to you
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit, and nothing affects your statutory rights as a consumer.
If you're a consumer, we're responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill, but not for loss that wasn't foreseeable, and not for business losses.
If you use Franki for a business, we're not liable for loss of profit, revenue, business, goodwill or data, or for indirect losses, and our total liability to you in any 12 months is limited to the fees you paid us in that period.
14. Ending things
You can stop using Franki and ask us to close your account at any time. We may suspend or close an account, or block a number, if these terms are broken or to protect people's safety; where it's fair to, we'll tell you why. If we close an account that hasn't broken these terms, we'll refund unused paid minutes.
15. Intellectual property
Franki, the website and everything in them belong to us or our licensors. You may use them only to use Franki as these terms allow. Pictures Franki makes for you are yours to use for personal, non-commercial purposes.
16. Changes to these terms
We may update these terms, for example when we change Franki or the law changes. We'll post the new version here and tell account holders by email about significant changes before they take effect. If you don't agree to a change, you can stop using Franki and cancel any subscription.
17. Law and complaints
If something goes wrong, please email us first and we'll try to put it right. These terms are governed by the law of England and Wales, and the courts of England and Wales can hear any dispute; if you live in Scotland or Northern Ireland, you can also use your local courts.