Legal

Terms of Service

Last updated: 2 November 2026

These terms set out how DeskHand works with your business. They apply from the moment you accept a written proposal from us or pay a build fee. Where your written proposal says something different from these terms, the proposal wins. We’ve tried to keep them plain — if anything is unclear, ask us before you sign up.

1. Who we are

“DeskHand”, “we” and “us” means the business run by Will Farmer and Fin Aston under the name DeskHand, based in England. “You” means the business that signs up for our services, and the person accepting these terms confirms they have authority to do so on its behalf. Our services are for businesses only, not consumers.

2. What we provide

We design, build and run a bespoke team of AI staff for your business — for example a Receptionist, CRM Manager, Accounts Assistant, Reviews Manager or Scheduler. Every build is tailored to you. The exact roles, the systems we connect, the rules your staff follow and the targets we’ll measure are set out in a written proposal after your audit.

A typical engagement runs:

Build — we train your staff on your services, prices, tone and rules, and connect them to the tools you already use.
Supervised trial — about two weeks of live work with us reviewing interactions. You approve anything new before it becomes routine.
Ongoing upkeep — day-to-day supervision, retraining when your business changes, fixes, and a weekly report against your targets.

Timelines we give are good-faith estimates. Delays caused by waiting on access, information or approvals from you will extend them.

3. Your staff are AI

Your DeskHand staff are AI systems supervised by us, not human employees. That means:

They can occasionally misunderstand a request or get something wrong. We design them to hand over to you when they’re unsure, when a customer asks for a person, or when a situation falls outside the rules you’ve set.
They will not knowingly claim to be human if a customer sincerely asks. We’ll agree the wording of any disclosure with you.
They should not be used to give medical, legal, financial or other regulated advice, or to make decisions with legal or similarly significant effects on people, unless we have agreed specific safeguards with you in writing.
Anything that can’t easily be undone — such as sending a large quote, issuing a refund or cancelling a booking — can be set to need your approval first. We’ll recommend sensible approval rules during the build.

4. The free audit

The audit is free and carries no obligation. Any figures we give you in it, or that the calculator on our website shows, are estimates based on the information available. They’re not a promise of any particular revenue or result.

5. Fees and payment

Build fee. A one-off fee, typically between £1,350 and £1,750 (or the US-dollar equivalent shown in your proposal), fixed in writing before we start. It depends on the roles and systems involved. 50% is payable on acceptance and 50% when your staff go live after the supervised trial, unless your proposal says otherwise.
Monthly upkeep. £35 a month (or the US-dollar equivalent shown in your proposal), billed monthly in advance from the go-live date.
Usage costs. Your upkeep covers normal use as described in your proposal. If you need a phone number, a significantly higher volume of calls or messages, or a paid third-party tool, we’ll tell you the cost up front and won’t add it without your written agreement.
Invoices are due within 14 days. If an invoice is more than 14 days overdue, we may pause your staff after giving you notice by email.
Price changes. We won’t change your monthly upkeep without at least 30 days’ written notice, and you can cancel before the change takes effect.
Prices exclude VAT or any other sales tax, which we’ll add if and when it applies.
Refunds. If you cancel before your staff go live, we’ll refund any build fee you’ve paid for work we haven’t yet done. Once your staff are live, the build fee is non-refundable.

6. The 60-day targets guarantee

Before go-live we agree measurable targets with you in writing — for example share of calls answered, time to first reply, share of quotes followed up, or bookings made. If your DeskHand staff have not met those targets by the end of the first 60 days after go-live, you will not be charged monthly upkeep from that point until the targets are met, and we will keep working to meet them.

The guarantee applies only to targets agreed in writing, and doesn’t apply where a target is missed because of something outside our control — for example access we need being withdrawn, settings or connected systems being changed without telling us, a third-party outage, unpaid invoices, or a big change in your business that we haven’t been told about. Where that happens we’ll agree revised targets with you. The guarantee doesn’t cover the build fee.

7. Your responsibilities

Give us accurate information about your services, prices, opening hours and policies, and tell us promptly when they change.
Give us the access we need to the accounts and systems we connect to, and keep your own logins secure.
Review and approve the rules and wording we propose before go-live, and respond to approval requests in reasonable time.
Make sure you have the right to let us use the customer data and content you share with us, and that your own customer-facing notices (such as your privacy policy) cover the use of AI staff.
Remain responsible for your own business decisions, the work you deliver to your customers, and your compliance with the rules of your profession or industry.

8. Acceptable use

You must not ask us, or use your DeskHand staff, to do anything unlawful, deceptive or harmful — including sending unsolicited marketing that breaks the law (such as PECR in the UK, or TCPA/CAN-SPAM in the US), harassing people, impersonating someone else, or collecting data you’re not entitled to. We can pause or end the service immediately if we reasonably believe this is happening.

9. Data protection

When your staff handle your customers’ personal data, you are the data controller and we act as your data processor. We will:

process that data only to provide the service and on your documented instructions;
keep it confidential and ensure anyone working on it is bound by confidentiality;
use appropriate technical and organisational security measures;
only use sub-processors (such as hosting, telephony and AI model providers) that are bound by data-protection terms, and tell you who they are on request;
help you respond to requests from individuals exercising their rights, and tell you without undue delay if we become aware of a personal-data breach affecting your data;
delete or return your data at the end of the service, unless the law requires us to keep it;
give you the information you reasonably need to show compliance.

Where data is transferred outside the UK, we’ll make sure appropriate safeguards are in place. We’re happy to sign a separate data processing agreement or an NDA on request. How we handle information submitted through our own website is covered by our Privacy Policy.

10. Ownership

Your business information, customer data and content remain yours. The scripts, rules and knowledge written specifically for your business are licensed to you for as long as you use the service, and on request we’ll give you a copy of them when the service ends. Our own methods, templates, tools and know-how remain ours, and we may reuse general learnings — never your data or confidential information — to improve our service.

11. Third-party services

Your staff rely on third-party services such as phone networks, calendars, CRMs, messaging platforms and AI model providers. We choose them carefully, but we can’t control them and aren’t responsible for their outages, changes or terms. If a provider changes in a way that affects your service, we’ll tell you and work with you on an alternative.

12. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
We are not liable for loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.
We are not liable for loss caused by information you gave us being inaccurate or out of date, by actions you approved, or by third-party services outside our control.
Otherwise, our total liability to you in any 12-month period is limited to the total fees you paid us in that period.

13. Cancelling and ending

Monthly upkeep is month-to-month. You can cancel any time by emailing us; the service runs to the end of the month you’ve paid for, with no exit fee.
We can end the service with 30 days’ written notice, or immediately if you seriously breach these terms (including non-payment after notice or a breach of the acceptable-use rules).
When the service ends we’ll switch off your staff, disconnect them from your systems, hand over your scripts and rules on request, and delete or return your data as set out in section 9.

14. Changes to these terms

We may update these terms from time to time. If a change materially affects you, we’ll email you at least 30 days before it takes effect, and you can cancel before then. The date at the top of this page shows when they last changed.

15. Law and disputes

These terms are governed by the law of England and Wales. If something goes wrong, please tell us first — most issues are fixed with a conversation. If we can’t resolve it, the courts of England and Wales have exclusive jurisdiction. If any part of these terms is found to be unenforceable, the rest still applies. These terms and your written proposal are the whole agreement between us about the service.

16. Contact

Questions about these terms, or want to cancel? Email wahfarmer@icloud.com.