Terms and Conditions
Draft for review. These terms describe the expected customer-facing rules for Dog and Bone. They should be reviewed before accepting real payments.
Service
Dog and Bone is an AI receptionist product for trade businesses, operated by Tustra Limited, trading as Tustra. Registered office: 124-128 City Road, London, England, EC1V 2NX. Before launch, add the company number and VAT number if applicable.
Depending on the package, the service may answer calls, capture lead details, check service areas, send notifications, arrange bookings, help with rescheduling or cancellations, and provide a customer app.
B2B only
Dog and Bone is sold to businesses only. It is not offered as a consumer product. The product may handle inbound calls from consumers or members of the public on behalf of a customer business.
Website demo calls
When you click Speak to Barry or start a website demo call, you agree that the demo may be recorded, transcribed, summarised, and used to respond to your enquiry, book or follow up on a demo, improve the product, and prevent misuse. Do not share sensitive personal information during the demo.
Demo calls are provided to show the product experience. We may pause, block, or rate-limit demo access to protect the service from repeated, abusive, automated, or excessive use.
Customer responsibilities
- Provide accurate business, pricing, service area, availability, and call handling information.
- Review and approve setup details before going live.
- Make sure callers receive any legally required notice about AI handling, call recording, and data use.
- Check important leads, urgent calls, complaints, and bookings rather than relying solely on automation.
- Use the service lawfully and avoid submitting unlawful, misleading, discriminatory, or unsafe instructions.
Plans, payments, and minutes
Package prices, included minutes, features, overage rules, setup fees, taxes, renewal periods, and cancellation rules must be shown clearly at checkout. Payments are expected to be processed through Stripe. Final Stripe checkout links and billing terms should be inserted before launch.
Draft policy direction: all packages include a 30-day money-back guarantee for first-time customers. Refund requests must be made within 30 days of purchase, and the customer must have completed onboarding and made a reasonable attempt to use the product.
Top Dog has a £99 setup fee and Pack Leader has a £299 setup fee. The final checkout wording should say whether setup fees are refundable under the guarantee or excluded once onboarding/build work has started.
AI limitations
AI-generated call handling, summaries, routing, and booking suggestions may occasionally be incomplete or incorrect. Customers remain responsible for reviewing important information, especially urgent jobs, complaints, pricing, safety issues, and appointment commitments.
Call recordings and content
Calls, transcripts, recordings, summaries, prompts, and service instructions may be processed to provide and improve the service. Website demo calls may be used for training and improvement. Customers may be given options about whether their own production calls are used for training and improvement, and remain responsible for making sure their use of call recordings complies with applicable law.
Customers must not use the service to collect unnecessary sensitive information from callers.
Availability
Dog and Bone AI depends on third-party services such as telephony, AI voice platforms, hosting, calendars, messaging, payments, and databases. The service may be interrupted by maintenance, outages, configuration errors, or provider issues.
Cancellation and changes
Final cancellation, refund, plan change, trial, minimum term, and notice-period terms should be added before launch. Customers should be told how to cancel and what happens to call numbers, recordings, data, and agent configuration after cancellation.
Draft SaaS approach: subscriptions renew monthly unless a longer term is agreed in writing; customers can cancel future renewals before the next billing date; cancellation does not normally create a pro-rata refund for time already paid for, except where the 30-day money-back guarantee applies.
Liability
Final liability limits, exclusions, warranties, indemnities, and consumer/business customer distinctions should be drafted by a qualified legal adviser. This is especially important because the service handles calls, bookings, and customer communications.
Contact
Support: Support@dogandboneai.co.uk. General contact: contact@dogandboneai.co.uk. Privacy: privacy@dogandboneai.co.uk.