Fair Use Policy

1. What fair use means

TradelineAI answers inbound calls for your own business: customers and prospective customers ringing your business number about the work you do. Fair use means using the service for that purpose, at a volume that is normal for a business of your type and size.

"Unlimited calls" means we don't set a fixed number of minutes on your plan. It doesn't mean the service can be used in any way or at any volume.

2. What isn't fair use

On every plan, you must not:

• Resell, share or sublet the service, or use one account to answer calls for other businesses, unless we have agreed this with you in writing
• Generate calls to your number artificially, for example with automated diallers, bots, call-pumping schemes or repeated test calls
• Use the service for outbound, bulk or marketing calls
• Keep calls open for no genuine reason, for example by leaving a line connected or playing recordings or hold music into it
• Use the service for anything unlawful, fraudulent, abusive or that breaks the rules of Ofcom or our telephony providers

3. How minutes are counted

We add up the connected time of every call answered on your number during a billing period, as reported by our telephony provider, and round the total up to the next whole minute. Calls that are never connected aren't counted.

• A billing period is one month, running from your renewal date. A free trial counts as a single period from sign-up until the trial ends.
• Unused minutes don't carry over to the next period.
• You can see the minutes you've used this period on the Billing page of your dashboard.

4. Plans with included minutes

Some plans include a set number of minutes each billing period, shown on our pricing page. On those plans:

• We text and email you when you've used 80% of your minutes, and again when you've used all of them.
• Your calls keep being answered after that, up to 25% more than the minutes your plan includes.
• Beyond that, the AI stops answering until your next billing period. Callers hear a short message saying you'll call them back, and we text you each caller's number so no enquiry is lost.
• You can upgrade at any time from your dashboard, and calls are answered again straight away.
• Each plan also answers a set number of calls at once (shown on our pricing page). A caller who rings while you're at that limit hears the same short message, and we text you their number.

5. Plans with unlimited calls

We monitor call volumes on unlimited plans. We will only consider usage to be outside fair use if it is well above what is typical for comparable businesses on the same plan, and stays there for at least two billing periods in a row. One busy week or a seasonal peak won't count against you.

6. What happens if usage isn't fair

We'll always talk to you first. If we think your usage falls outside this policy, we will:

• Contact you, explain what we've seen and listen to the reasons for it
• Give you at least 30 days to bring your usage back in line or move to a plan or price that suits your volume
• Only if it isn't resolved after that, limit the service, charge for the excess at a rate we have agreed with you in advance, or end your plan with notice as set out in our Terms & Conditions

If usage involves fraud, call pumping, unlawful activity or anything that puts our service or other customers at risk, we may suspend the service straight away and tell you why.

7. Changes to this policy

We may update this policy from time to time. If we make a change that materially affects you, we will email you at least 30 days before it takes effect. The date at the top of this page shows when it was last updated.

8. Contact us

If you have questions about this policy or expect your call volume to change, contact us at: