Terms of service

1. Who we are and how to reach us

Minuted is a product of Made Purple Ltd, a company registered in England and Wales with company number 11151840, whose registered office is Keystone Innovation Centre, Croxton Road, Thetford, Norfolk IP24 1JD. Our VAT number is 305187615. These terms are an agreement between you, our customer, and Made Purple Ltd.

You can reach us at [email protected] for general questions, [email protected] for help and [email protected] for billing. By signing up for Minuted you accept these terms.

2. The service we provide

Minuted gives you a UK landline number that diverts to your mobile. Every answered call is recorded, transcribed and summarised into a plain English note and a short list of todos, sent to you and shown on your dashboard.

We are not a call answering or receptionist service. Nobody answers on your behalf. You answer every call yourself and we write it up for you.

3. Your account and eligibility

Minuted is for businesses and sole traders in the United Kingdom. You must be at least 18 and provide accurate details when you sign up, including a valid UK business address, which the carrier needs to issue your number.

You are responsible for keeping your login secure and for everything done under your account. Tell us straight away if you think someone else has access. We recommend turning on two-factor authentication.

4. Your number, diverts and porting

You can take a new local number or keep your existing one by diverting it to Minuted. If you divert an existing number you keep paying your current provider's divert charges, which most packages include.

You can also bring your existing number to us properly by porting it. Porting is free in both directions. Ofcom's rules do not allow providers to charge you for moving your number and we never will. To bring a number in, submit a porting request from your dashboard and we will manage the move with our carrier and keep you updated on its progress.

When you submit a porting request you confirm you are authorised to move that number and that the details you give us match your current provider's records. If they do not match, the port will be rejected or delayed until they are corrected. While you use Minuted your number is provided through our carrier and allocated to you.

If you leave, you can port a number you brought to us, or a Minuted number, to another provider in the normal way, free of charge, including for at least a month after your account closes provided the number has not yet been released.

5. Emergency calls

Your Minuted number is for receiving calls that divert to your mobile. It is not intended for making outbound calls and should not be relied on to call the emergency services. If you need to call 999 or 112, use your mobile or a normal phone line.

We hold an emergency service address with the carrier based on the business address you give us, so please keep it accurate.

6. Acceptable use

You agree to use Minuted lawfully and only for genuine business calls. You must not use it for unlawful, abusive, fraudulent or nuisance activity, for automated or bulk calling or in a way that harms the service or other users.

Diverting your calls to an international destination is not supported. We may suspend or close an account that breaches these terms or that we reasonably believe is being used fraudulently.

7. Call recording and your responsibilities

Recording is always on for answered calls. By default callers hear a greeting first that tells them the call may be recorded. You control this announcement: you can keep the default wording, set your own, or turn it off in your settings. For the content of your calls you are the data controller and we are your processor, on the processing terms in the next section.

As the controller you are responsible for using the recordings lawfully, for having a proper basis to record your callers and for honouring their data rights. The default announcement and the caller privacy notice help you meet these duties. If you change or turn off the announcement, it is your responsibility to make sure your callers are told the call is recorded.

8. Our processing terms for your call content

This section is the data processing agreement between you, as controller of your call content, and Made Purple Ltd, as your processor, for the purposes of UK GDPR Article 28. It covers your call recordings, transcripts, summaries, todos and text messages sent or received through Minuted, for as long as you hold an account with us. The people this data is about are your callers and your own people, and the processing is the recording, transcription, summarisation, storage and messaging described in these terms.

We will process your call content only to provide the service described in these terms and on your documented instructions given through the service, including any transfer outside the UK, unless we are required to process it otherwise by law, in which case we will tell you first where the law allows. If we believe an instruction you give us would break UK GDPR or other data protection law, we will tell you before acting on it. Everyone we authorise to access call content is bound by a duty of confidentiality.

We protect call content with appropriate technical and organisational measures, including encryption in transit, encrypted private storage for recordings reachable only through short-lived signed links, access limited to the people who need it and audit logging of changes. A summary of our security measures is in the privacy policy.

We use a small number of external sub-processors to deliver the service. They are listed in the privacy policy, and we keep that list current. We require each external sub-processor to commit to written data protection terms consistent with UK GDPR before it handles any of your call content. If we plan to add or replace a sub-processor we will tell you at least 14 days before it takes effect, by email or in the app, and you may object on reasonable data protection grounds; if we cannot resolve your objection you may cancel under the cancellation section.

Taking into account the nature of the service, we will help you meet your own obligations as controller: we will assist you in responding to data subject requests that concern your call content, tell you without undue delay if we become aware of a personal data breach affecting your call content and give you the information you need to report it, and assist with data protection impact assessments and any prior consultation with the ICO where they concern our processing.

When your account closes, you choose what happens to your call content: download it from your dashboard, or ask us for a copy and we will return it to you. We then delete it, straight away if you ask or otherwise as the retention periods in the privacy policy expire. Copies in our encrypted backups expire within 30 days of deletion.

We will make available the information reasonably needed to show we meet these obligations, and will allow for and contribute to audits you reasonably request, which for a service of this kind we normally meet by providing our certifications, policies and written answers.

9. Plans, answered minutes and overage

Each plan includes a monthly allowance of answered minutes. Voicemail minutes are free and never count against your allowance. If you go over your allowance, extra answered minutes are charged at your plan's overage rate.

Our authoritative record of your usage is our own call log, built from carrier call events. We may apply fair-use limits and fraud caps to protect the service.

10. Billing, VAT and payment

Plans are billed monthly in advance and your first month is paid at signup. Your number is set up once that first payment is confirmed. Overage is billed in arrears. All prices are in pounds sterling and VAT is added where it applies, handled through Stripe.

Payments are processed by Stripe. If a payment fails we will retry it and email you. If it cannot be collected we may suspend your service, and your calls will route to voicemail while your account is in arrears.

11. Cancellation and what happens to your number

There is no contract and no notice period. You can cancel anytime from your dashboard and you will not be charged for the following month.

When you cancel we keep your number live for a short wind-down period so nothing drops on the day. A cancelled number is released around 60 days after cancellation, after we have emailed you two warnings. If you want to keep a number, port it away before it is released.

12. Availability and support

We work hard to keep Minuted running but we do not promise it will be uninterrupted or error-free. The service depends on third parties such as the telephony carrier and your mobile network, which are outside our control.

Support is by email during UK business hours. We aim to reply quickly and to fix problems promptly, but we do not currently offer a formal service level agreement.

13. Complaints and dispute resolution

If something goes wrong, tell us at [email protected] and we will do our best to put it right. Our complaints procedure, including how we handle a complaint and how long each step takes, is published on the complaints page of this website.

If we have not resolved your complaint within eight weeks, or we tell you in writing that we cannot take it further, you can refer it to the Communications Ombudsman, the independent alternative dispute resolution scheme for communications services. The scheme is free for you to use and its decisions are binding on us but not on you. Details of how to refer a complaint are on the complaints page.

14. Liability

Nothing in these terms limits liability that cannot be limited by law, such as for death or personal injury caused by negligence, or for fraud.

Otherwise, we are not liable for indirect or consequential loss, for lost profits or business, or for calls, messages or notes that are missed, delayed or inaccurate. Our total liability to you in any 12-month period is limited to the fees you paid us in that period. Minuted is a tool to help you capture calls, not a guarantee that every detail will be captured perfectly.

15. Changes to these terms

We may update these terms from time to time. If we make a significant change we will email you or tell you in the app before it takes effect. If you carry on using Minuted after a change, you accept the updated terms.

16. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.