Last updated: 24 March 2026
These terms and conditions govern your use of the Patchcalls.com service. By creating an account or using the service, you agree to be bound by these terms.
Patchcalls.com is operated by Matthew Larby, a sole trader registered in England.
Contact details:
Throughout these terms, “we”, “us”, and “our” refer to Patchcalls.com and Matthew Larby. “You” and “your” refer to the tradesperson or business subscribing to the service. “Callers” refers to the individuals who telephone your business and are answered by the Patchcalls service.
Patchcalls provides an AI-powered telephone receptionist service designed for UK tradespeople. The service:
You must be at least 18 years old and have the legal capacity to enter into a binding contract to use this service. By creating an account, you confirm that you meet these requirements.
You must create an account and provide accurate details including your name, email address, business telephone number, and trade type. You are responsible for maintaining the security of your account credentials. Account sharing is not permitted; one account per business applies.
You must promptly update your account information through the dashboard or by contacting support if your details change.
New customers receive a 14-day trial for £1, with access to all features. The trial begins when your payment is processed.
After the trial, your subscription automatically renews at £49 per month (inc. VAT). Unlimited calls are included with no per-call charges.
All payments are processed by Paddle.com, which acts as our Merchant of Record. Paddle handles payment processing, VAT calculations, receipts, and billing management. By subscribing, you also agree to Paddle’s Terms of Service and Privacy Policy.
You may cancel your subscription at any time from your dashboard or by emailing support@patchcalls.com. Your service will continue until the end of your current billing period, after which no further charges will be made.
Our full refund policy is available at patchcalls.com/refund. Key points:
By using Patchcalls, you agree to:
We will make reasonable efforts to keep the Patchcalls service available 24 hours a day, 7 days a week. However, we do not guarantee 100% uptime. The service may be temporarily unavailable due to scheduled maintenance, updates, or circumstances beyond our reasonable control.
We will notify you in advance of any planned maintenance that may affect the service, where practicable.
The AI receptionist answers calls, qualifies leads, captures job details, and schedules appointments. It does not provide technical trade advice, quotes, or professional assessments. We will use reasonable endeavours to ensure the accuracy of information captured and appointments made by the AI receptionist, but we cannot guarantee complete accuracy in all circumstances. You should review call summaries and confirm bookings where appropriate.
Our Privacy Policy explains how we collect and process your personal data as our customer (account information, billing data, and service usage). For this data, Patchcalls is the data controller.
When the Patchcalls service handles calls on your behalf, it processes personal data belonging to your callers (voice audio, telephone numbers, names, job details, and any other information they provide during the call).
You are the data controller for your callers’ personal data. Patchcalls acts as your data processor, processing this data solely to provide the service to you.
You are responsible for your own compliance with data protection law in relation to your callers, including making appropriate privacy information available to them where required.
Call audio is processed in real-time to generate transcripts and extract lead information. Call audio is retained for up to 90 days to support service delivery, quality assurance, and dispute resolution, after which it is automatically deleted.
We retain call transcripts and extracted lead data for 12 months from the date of the call, after which they are automatically deleted. You may request deletion of your data at any time.
The following terms constitute the data processing agreement between you (the controller) and Patchcalls (the processor) as required by Article 28 of the UK GDPR.
Subject matter and duration: We process caller personal data for the purpose of providing the Patchcalls call handling service to you, for the duration of your subscription and any applicable retention period.
Nature and purpose of processing: Real-time audio processing for transcription and lead extraction; temporary storage of call audio for quality assurance and service improvement; storage of transcripts and lead data; delivery of call summaries via SMS and email; display of call information on your dashboard.
Types of personal data processed: Caller telephone numbers, names (where provided), voice audio (processed transiently, not stored), job and booking details, and any other information callers provide during calls.
Categories of data subjects: Individuals who call your business telephone number while the Patchcalls service is active.
Your obligations as controller: You must ensure you have a lawful basis for the processing of your callers’ data, and that you comply with your transparency obligations under Articles 13 and 14 of the UK GDPR.
Our obligations as processor: We will:
Sub-processors: We use the following sub-processors to deliver the service. By agreeing to these terms, you consent to our use of these sub-processors. We will notify you by email at least 14 days before adding any new sub-processor, and you may object by cancelling your subscription before the change takes effect.
| Sub-processor | Purpose | Location |
|---|---|---|
| Twilio | Telephony and SMS delivery | United States |
| LiveKit | Real-time audio processing | United States |
| Anthropic | AI language processing | United States |
| Resend | Email delivery | United States |
| Paddle | Payment processing (Merchant of Record) | United Kingdom / European Union |
International transfers: The sub-processors listed above process data in the United States. These transfers are protected by Standard Contractual Clauses (SCCs) as adopted under UK data protection law, together with supplementary measures where appropriate. Details of the transfer mechanisms are available on request.
Service improvement and anonymised data: You authorise Patchcalls to use anonymised and aggregated call data (from which all personal identifiers have been irreversibly removed) for the purpose of improving the Patchcalls service, including AI improvement. Anonymised data is not personal data and is not subject to UK GDPR. We will not use identifiable caller personal data for any purpose other than providing the service to you without your prior written consent.
Data breach notification: We will notify you without undue delay upon becoming aware of any personal data breach affecting caller data, and will provide sufficient information to enable you to meet your own breach notification obligations.
The Patchcalls.com website, service, branding, and underlying technology are owned by Matthew Larby. All rights are reserved. You may not copy, modify, distribute, or reverse-engineer any part of the service without prior written permission.
By using Patchcalls, you grant us a limited, non-exclusive licence to use your business name, trade type, service areas, and information you provide, solely for the purpose of operating the service on your behalf. This licence terminates when your account is closed.
To the maximum extent permitted by law:
Nothing in these terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded or limited by English law.
Neither party shall be liable for any failure or delay in performing their obligations under these terms where such failure or delay results from circumstances beyond the reasonable control of that party, including but not limited to: natural disasters, pandemics, acts of government, cyberattacks, failure of third-party telecommunications networks, power outages, or industrial action. The affected party must notify the other party as soon as reasonably practicable and use reasonable endeavours to mitigate the effect of the event. If a force majeure event continues for more than 30 consecutive days, either party may terminate these terms by written notice.
If you have a complaint or dispute, please contact us at support@patchcalls.com and we will do our best to resolve it. We are not obliged to participate in alternative dispute resolution (ADR) through an ADR provider, but we may choose to do so at our discretion.
We may update these terms from time to time. If we make material changes, we will notify you by email at least 14 days before the changes take effect.
Continued use of the service after changes take effect constitutes your acceptance of the updated terms. If you do not agree with the changes, you may cancel your subscription before they take effect.
These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If you are a consumer, nothing in these terms affects any rights you may have under the laws of your country of residence.
For any questions about these terms, please contact us: