Last updated: August 2026
By subscribing to Recello ("the Service") you agree to these Terms of Service. If you subscribe on behalf of a business, you confirm you are authorised to bind that business.
To order the Service, contact us via the contact form on our website or by email. We will reply with a secure payment link. Your subscription begins once payment is received and your plan is activated.
Every plan is covered by our 14-day satisfaction guarantee on your first 20 answered calls (whichever comes first). If you are not satisfied, you may request a refund of your first payment within 14 days of activation or within your first 20 answered calls, whichever comes first. Call time already used is deducted from the refund at the standard credit rate. This means you only ever pay for the calls you actually made, and nobody can use the service for free. To claim, email billing@recello.co.uk with your account details. Refunds are processed within 14 days. The guarantee applies only to the first payment. Prepaid credits are not refunded once used; unused credits remain on your account.
Recello answers calls on your business number(s) 24/7, answers questions based on data you provide, takes orders and bookings, records conversations, and can transfer calls. The AI may not always be able to answer every question; where it does not have information it will say so and take a message. You remain responsible for confirming orders, appointments and any information given to your customers.
Each plan includes a monthly allowance of answered calls. Calls are never cut off when you exceed it — additional usage runs on your prepaid credits, and we warn you in advance. Very short calls (a few seconds) are not counted. Credits never expire and are deducted only for actual usage.
Recello is a software service that connects to your business calls. Recello does not sell, rent, assign or resell telephone numbers to customers, and is not a telecommunications operator or mobile virtual network operator. Any number used with the Service is yours: either a number you already own, or a number you obtain directly from a licensed telecommunications provider (such as DIDWW) under your own contract with that provider. Where you obtain a number from a licensed provider, that provider bills you directly for it.
You may connect your own existing business number or SIP provider with the Service. Recello may, as a convenience and upon your request, help you set up routing to the Service, but the number and your contract with its provider remain yours. You are solely responsible for the number, for using it in accordance with the provider's terms and applicable law (including any Ofcom requirements that apply to UK numbers), and for any costs charged by that provider.
Our AI receptionist states on every call that the call is recorded. You agree that calls to your number may be recorded and transcribed, and you will inform your customers as required by law. Recordings are accessible to you in the app and are handled in line with our Privacy Policy.
The Service, website and AI technology are owned by Recello. You keep ownership of your company data and content. You may not copy, resell or reverse-engineer the Service.
The Service is provided "as is". To the maximum extent permitted by law, Recello is not liable for indirect or consequential losses, lost profits, or for missed calls, or for information the AI provides based on the data you supplied. Our total liability is limited to the amounts you paid in the 3 months before the claim. Nothing in these terms limits liability that cannot be limited by law (e.g. for fraud or death or personal injury caused by negligence).
We may suspend or terminate access if you breach these terms or fail to pay. You may cancel at any time via email to billing@recello.co.uk.
We may update these terms with reasonable notice by email. Continued use after changes take effect means you accept them.
These terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
Questions about these terms: legal@recello.co.uk.
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