Ansela / Terms of service

Terms of service

Last updated: 11 October 2026.

These terms are the contract between Bookeasy.ai Ltd (“we”, “us”), which provides Ansela, and the business that signs up (“you”). By starting a subscription you accept them.

They include our data processing terms, which cover your callers’ personal data. Our privacy notice explains how we use your own data.

Who we are

Ansela is a trading name of Bookeasy.ai Ltd, a company registered in England and Wales with company number 15411906. Our registered office is 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Our VAT number is GB 464 9305 71. Email legal@bookeasy.ai about these terms, or hello@ansela.ai for anything else.

Business customers only

Ansela is for businesses. When you sign up, you confirm that:

• you’re signing up for your business, trade or profession, not for personal use; and
• you can agree to these terms on behalf of that business.

Sole traders are welcome, as long as Ansela is for their work. Because Ansela is a business service, the consumer rights in the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, including the 14-day cancellation period, don’t apply. If you’re not signing up for a business, please don’t use Ansela. If we find an account is for personal use, we’ll close it and refund any payments taken.

The service

Ansela is an AI phone receptionist. Depending on your plan and settings, she:

• answers calls to your Ansela number, or calls you pass to it;
• answers callers’ questions using the information you give her;
• books appointments into your Ansela diary;
• takes messages, and passes calls on to the numbers you choose;
• records and transcribes calls, writes a summary of each one and emails it to you;
• sends text messages when you ask her to.

Ansela is software. She works from what you tell her, and she can mishear, misunderstand or get things wrong. Check her summaries and transcripts, and don’t rely on her where a mistake could cause serious harm.

We improve Ansela all the time, so features change. If we remove something important you rely on, we’ll give you at least 30 days’ notice and you can cancel.

Your Ansela number

Your plan comes with a UK phone number, provided through our carrier, Twilio. You can use it while your subscription runs. If your subscription ends, we hold the number for 30 days and email you before we release it. If you come back within those 30 days, you keep the number. After that it may be given to someone else.

You can’t move (port) the number to another provider yourself. If you want to, contact us before your subscription ends and we’ll tell you whether it can be done.

Plans, minutes and charges

Plans are billed monthly in advance. Starter is £99, Team £279 and Scale £499 a month, plus VAT. Each plan includes a number of call minutes a month: 600, 1,800 and 3,500. Unused minutes don’t carry over.

Your first month. Your first month on Starter costs £1.99, including VAT, and includes 60 minutes. Unless you cancel before it ends, your subscription then renews automatically at £99 a month plus VAT, and carries on monthly until you cancel. If you use up your first-month minutes early, you can start paying the full Starter price straight away to get the full Starter minutes for the rest of that month. Your renewal date doesn’t change.

How minutes are counted. We measure each call Ansela answers to the second, add up the seconds over your billing month, and round the total up to the next whole minute.

Going over. On a paid plan, once your included minutes are used, Ansela keeps answering and extra minutes cost 20p each plus VAT. Extra minutes are added to your next invoice. We email you when you’ve used 80% of your included minutes, when you’re close to your extra-minutes limit, and when you reach it.

Your extra-minutes limit. To protect you from a surprise bill, extra minutes stop at a limit. It’s set at 25% of your plan’s included minutes unless you change it. You can change it on your billing page, from zero up to twice your included minutes. In your first month there are no extra minutes: the limit is your 60 first-month minutes.

At the limit. When you reach the limit, Ansela stops answering new calls until your next billing month starts, or until you raise the limit or move to a bigger plan. Until then, callers go to your fallback instead: your forwarding number if you’ve set one, otherwise voicemail. Calls already in progress aren’t cut off.

Calls at the same time. Each plan answers a set number of calls at once: 1 on Starter, 3 on Team and 3 on Scale. If another call comes in while that many calls are in progress, the caller goes to voicemail and can leave a message. That call doesn’t use your minutes.

Changing plan. You can move from Starter to Team on your billing page. We charge the difference for the rest of the billing month straight away, and your new minutes apply at once. To move to Scale, or to a smaller plan, contact us at hello@ansela.ai.

Paying. Bookeasy.ai Ltd bills you through Stripe. You authorise us to take each monthly charge, and any extra minutes, from the payment method you give us. Prices exclude VAT, which we add at the current rate where it applies.

Price changes. We’ll give you at least 30 days’ notice by email. If you don’t want to pay the new price, cancel before it starts.

If a payment fails

We’ll retry the payment and email you. While a payment is overdue, Ansela is switched off and won’t answer calls. She switches back on when the payment goes through, which you can do from your billing page. If a payment stays unpaid after our retries, we may end your subscription. If it ends, the rules below for when a subscription ends apply, including the 30 days we hold your number.

Cancelling

There’s no minimum term. You can cancel at any time, online, from the billing page in your account. It takes a few clicks, and you don’t need to call or write to us. Your cancellation takes effect at the end of the billing month you’ve paid for. Ansela keeps answering until then, and you won’t be charged again. We don’t refund part months when you cancel. Extra minutes you’ve already used are still payable.

We can end your subscription with 30 days’ notice for any reason. We can end it or suspend Ansela straight away if you don’t pay, seriously break these terms, or use Ansela unlawfully.

Until your subscription ends, you can see and export your calls and data. After that we delete or anonymise your data within six months, unless you ask us to delete it sooner or the law requires us to keep it. Call recordings and transcripts are deleted sooner, on their normal 90-day schedule.

Your responsibilities

• What you tell Ansela. She answers from the hours, prices, services and rules you give her. Keep them accurate and up to date.
• Telling your callers. Ansela’s greeting tells callers the call may be recorded. You’re responsible for your own notices: your privacy notice should explain that you use an AI receptionist, that calls are recorded and transcribed, and who handles the data. Where the law or your regulator requires you to tell callers they’re speaking to an automated service, or to get their consent, that’s up to you.
• Your sector’s rules. If you’re regulated, for example in healthcare, law, finance or veterinary work, you’re responsible for checking that using Ansela fits your rules.
• Your account. Keep your sign-in details safe. You’re responsible for what happens in your account, including what people you invite do.
• Your callers’ data. You’re the controller of your callers’ personal data and must have a lawful basis for using it. The data processing terms set out both sides’ duties.

Acceptable use

You must not use Ansela:

• as an emergency service. She can’t contact 999 or 112. Set her up to tell urgent callers to contact the emergency services or another number you choose;
• to give medical, clinical, legal or financial advice. She isn’t designed for it and mustn’t be set up to do it;
• to take payment card details over the phone;
• to send marketing that people haven’t agreed to, or to break PECR or any other law on calls and messages;
• to collect data you have no right to, or to record people where that’s unlawful;
• to mislead callers about who they’re dealing with, or for anything unlawful, fraudulent, abusive or harmful;
• to copy, reverse engineer or resell the service, build a competing product, or attack or overload our systems.

If your use breaks these rules or puts others at risk, we can suspend Ansela. We’ll tell you why, and switch her back on once it’s fixed.

Your data and ours

You own your data, including your recordings, transcripts and contacts. You let us use it only to provide Ansela to you and as our data processing terms allow. We may use anonymised, combined service figures, such as call counts and minutes used, to run and improve Ansela. These never identify you or your callers.

We own Ansela: the software, the name and the voice. While you subscribe, you have a right to use it under these terms.

When Ansela isn’t available

We work to keep Ansela answering at all times, but we can’t promise she’ll never be down. Phone networks, our suppliers and maintenance can interrupt her. These plans don’t come with a service level agreement. We suggest you keep a way to divert calls back to your own phone.

Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn’t allow us to limit.

Apart from that:

• we’re not liable for indirect or consequential loss, or for lost profit, revenue, business, goodwill or opportunity. That includes the value of work you might have won from a call Ansela didn’t answer or handled wrongly;
• we’re not liable for loss caused by information or instructions you gave Ansela, or by what a caller says or does;
• our total liability to you in any 12 months is limited to the greater of the fees you paid us in the 12 months before the event that led to the claim, or £1,000.

That doesn’t take away your right to get back what you paid for a service we didn’t provide. If Ansela fails to answer calls because of our fault, tell us and we’ll credit or refund the fees for the affected period, within the limit above.

Ansela is provided with the care and skill of a reasonable provider of this kind of service. We don’t give any other promises or warranties beyond those in these terms, as far as the law allows.

Changes to these terms

We may update these terms. For changes that matter, we’ll email you at least 30 days before they apply. If you don’t agree, you can cancel before then. If you keep using Ansela after that date, the new terms apply.

General

• These terms, the data processing terms and the plan you choose are the whole agreement between us about Ansela.
• Nobody else has rights under these terms.
• We’re not responsible for delays or failures caused by things outside our reasonable control.
• We may transfer this contract to another company in our group or to a buyer of our business. We’ll tell you if we do. You can’t transfer it without our agreement.
• We send notices to the email address on your account. Send yours to legal@bookeasy.ai.
• If a court finds part of these terms invalid, the rest still applies.

Governing law

These terms are governed by the law of England and Wales. The courts of England and Wales deal with any dispute about them.

Contact

Questions about these terms? Email legal@bookeasy.ai, or write to Bookeasy.ai Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.