Terms of service

1. About these terms

These terms form a contract between you and JMB Technology Ltd (company number 15525231), registered at 20 Wenlock Road, London, England, N1 7GU and trading as SimplyAnswered. By creating an account or using any of our services, you agree to these terms.

2. Your account

You must be at least 18 years old to create an account. You're responsible for keeping your password and API keys secure. If you think someone has accessed your account without permission, contact us immediately.

You can have multiple users on one account (team feature). The account owner is responsible for all activity on the account, including usage by team members.

3. Our services

We provide:

• Phone numbers — UK 01 and 02 geographic area numbers with a flat £5 monthly rental; memorable tiers may have a clearly displayed one-off selection fee
• Call forwarding — forward calls to your mobile or landline, with business hours, voicemail and menus
• AI assistants — automated call answering, caller-detail capture, summaries, transcripts and appointment-request capture
• Fax — send and receive faxes as PDFs from your account
• Language Bridge — live two-way call translation
• Included minutes packages — bundled call minutes per month

4. Paying for services

Our services are prepaid. You add credit to your account by card payment, and we deduct charges from that balance.

• Monthly rental for phone numbers is deducted from your balance each month
• Number selection fees are charged once when you choose a Memorable, Premium or Signature number and do not recur
• Call charges are deducted per call based on our published rates
• Fax charges are per delivered page for outbound faxes (inbound is included in your rental)
• Package minutes are used before credit; overage uses credit at standard rates
• AI assistant calls use assistant package minutes first, then the displayed connected-minute rate

All prices shown include VAT where applicable. Your credit balance is not transferable and can only be used for our services, except where a refund is required by law or expressly agreed by us.

5. Low-balance top-up reminders

If you enable top-up reminders, we'll send you a secure checkout link when your balance drops below your chosen threshold. We do not charge your card automatically. You choose whether to complete each payment, and you can turn reminders off at any time.

6. Number rental and renewal

Phone numbers are rented monthly. If your balance is insufficient at renewal time:

• We'll email you a reminder before the renewal date
• There is a grace period during which you can top up
• If payment isn't made, the number may be suspended and eventually returned to our inventory

Call-minute packages can be set not to renew at any time. The package remains available until the end of its paid period, after which the number and call handling continue at the standard £5 monthly rental and calls use PAYG rates. A pending package cancellation can be withdrawn before it takes effect.

7. Cancelling

You can stop a call-minute package renewing from Numbers → Number & plan. It remains active until the end of its paid period. Any statutory cancellation or refund rights that apply to you are unaffected.

To cancel a phone number on its own, contact support. To request deletion of your entire account, open Settings → Account → Delete your account. We verify your sign-in email, show the request status and target date, and confirm when our team has completed the closure and deletion. Services stay active until the request is processed; records required for billing or other legal duties are retained.

8. Moving your number

If you want to take your number to another provider, you're free to do so — we won't block it. Contact your new provider to start the process.

9. Acceptable use

You must not use our services for any unlawful purpose, including but not limited to:

• Sending unsolicited faxes or marketing without consent
• Harassment, threats or malicious calls
• Fraud or deception
• Any activity prohibited by Ofcom or other regulators

See our full Acceptable Use Policy for details.

10. Service availability

We aim to provide a reliable service but cannot guarantee 100% uptime. We may suspend services for maintenance, which we'll try to announce in advance. We're not liable for losses caused by factors outside our reasonable control.

11. Fax delivery

While we use commercial-grade fax infrastructure, we cannot guarantee that every fax will be delivered successfully. Factors affecting delivery include the destination fax machine's condition, line quality and carrier routing. We only charge for pages that are confirmed as delivered.

12. API access

If you use our API, you're responsible for keeping your API keys secure. We may rate-limit or suspend API access if it's abused. Don't share your API keys publicly.

13. Data retention

We retain fax documents for 30 days, then they're automatically deleted. AI assistant transcripts, summaries and captured caller details are kept for 90 days. Assistant audio is kept for 90 days only when you enable call recording; otherwise it is deleted. Call records are retained for longer for billing purposes. See our Privacy Policy for full details.

14. AI assistants and recordings

AI assistants can misunderstand a caller or give an incomplete answer. You are responsible for reviewing the business information, instructions and handover destination you provide, and for deciding whether the assistant is suitable for your use. Do not rely on it for emergency calls or professional medical, legal or financial advice.

If you enable call recording, you are responsible for telling callers and meeting any consent, employment, confidentiality and data-protection requirements that apply to your business. You must also have a lawful reason to collect and use caller details, transcripts and appointment information.

15. Changes to these terms

We may update these terms from time to time. We'll notify you by email if the changes are significant. Continued use after changes means you accept the updated terms.

16. Contact and complaints

Email: [email protected]

If you have a complaint, email us with the subject "Complaint". We'll acknowledge it, investigate it and give you a written outcome with the escalation information that applies to your complaint.

17. Governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, subject to any mandatory consumer rights that apply where you live.