Terms & Conditions

By accessing or using CalmCalls ("the Service", "the App"), you confirm that you have read, understood, and agree to be bound by these Terms and Conditions ("Terms") and our Privacy Policy, which is incorporated by reference. If you do not agree to any part of these Terms, you must not use the Service.

These Terms constitute a legally binding agreement between you and the operator of CalmCalls ("we", "us", "our"). Your continued use of the Service after any changes to these Terms constitutes acceptance of the updated Terms.

CalmCalls is an assistive communication tool that enables users to place outbound telephone calls to UK telephone numbers via a web interface, and to play pre-recorded personal voice notes to the call recipient during a live call. The Service is designed for individuals who experience anxiety or difficulty making phone calls.

The Service is powered by the following third-party infrastructure providers:

Twilio Inc. (USA) — telephony infrastructure, call routing, and caller ID management.

Stripe Inc. (USA) — identity verification via Stripe Identity.

Base44 — application hosting, database storage, and encrypted private file storage.

By using the Service, you acknowledge that your personal data is processed by these providers as described in our Privacy Policy.

You must be at least 18 years old to use this Service. By using the App, you represent and warrant that:

You are 18 years of age or older.

You have full legal capacity to enter into a binding agreement.

You are a resident of the United Kingdom or a jurisdiction where use of this Service is lawful.

You are not prohibited from using the Service under any applicable law.

Access to the calling features of the Service requires successful completion of identity verification via Stripe Identity. This process involves submitting a government-issued photo ID (e.g. passport or driving licence) and a real-time selfie photograph.

Important: Your identity documents and biometric selfie are submitted directly to Stripe and are never received, stored, or processed by CalmCalls itself. Stripe processes this data in accordance with their own Privacy Policy.

By initiating verification, you explicitly consent to Stripe processing your biometric and identity data for identity verification purposes. You may request redaction of your Stripe Identity data at any time by deleting your account via Settings → Delete account data, which triggers an automated redaction request to Stripe's API.

Verification status (verified/not verified) is stored on your CalmCalls account record but no identity documents are ever stored by us.

To make calls, you must verify a UK telephone number that you personally own and are authorised to use. Verification is completed via an automated Twilio call to your number, during which you must enter a validation code.

By verifying a number, you declare under these Terms that:

You are the sole authorised user of the verified number.

You have not obtained the number fraudulently or for the purpose of circumventing these Terms.

You understand that your verified number will be used as your caller ID when placing calls via the Service.

Verifying a phone number you do not own is a material breach of these Terms and may constitute criminal fraud under the Fraud Act 2006. We reserve the right to report such activity to the relevant authorities.

The following number ranges are blocked at the application level and cannot be dialled or registered:

Emergency service numbers: 999, 111, 112.

Premium rate numbers: 084, 087, 09 prefixes.

The Service allows you to record personal audio clips ("voice notes") that can be played to a call recipient during a live call. Before any recording is made, you must provide explicit consent to the storage of your voice recordings.

Storage: Voice notes are stored as private, encrypted audio files on Base44's infrastructure. They are never publicly accessible and can only be retrieved during an active call session under your authenticated account.

Playback: Voice notes are played to the recipient only when you manually trigger playback during an active call. Playback is not automated.

Your responsibility: You are solely and entirely responsible for the content of your voice recordings. You must not record content that is:

Unlawful, threatening, abusive, harassing, or defamatory.

An impersonation of another person or entity.

In breach of any third party's intellectual property or privacy rights.

Obscene, indecent, or likely to cause distress to the recipient.

Deletion: You may delete individual voice notes at any time from the Voice Notes page. You may permanently wipe all voice recordings and simultaneously revoke your storage consent via Settings → Wipe voice notes & revoke consent.

By using the Service, you agree that you will not, under any circumstances:

Make calls that are harassing, threatening, fraudulent, or abusive in nature.

Impersonate any person, organisation, or entity during a call.

Use the Service for unsolicited commercial communications, spam, or robocalling.

Attempt to circumvent identity verification, phone verification, or any rate-limiting mechanism.

Use the Service to place calls on behalf of any other person or for a commercial calling service.

Probe, scan, or test the vulnerability of the system or attempt to gain unauthorised access.

Engage in any activity that would constitute a criminal offence under UK law, including the Communications Act 2003, the Fraud Act 2006, or the Malicious Communications Act 1988.

We reserve the right to immediately terminate access and, where appropriate, report violations to law enforcement or regulatory authorities including Ofcom.

To protect the integrity of the Service and its users, the following technical restrictions are enforced:

Rate limiting: A maximum of 3 calls may be initiated within any 60-second window. Exceeding this limit will temporarily suspend call initiation.

Maximum call duration: Individual calls are capped at 15 minutes during the Alpha period.

Monthly minutes: Each account has a monthly minute allocation. The Service will notify you when minutes are exhausted. Contact support to request a top-up.

We reserve the right to modify, reduce, or remove these limits at any time without notice.

Your use of the Service is governed by our Privacy Policy, which sets out in full:

What personal data we collect and why.

The lawful basis for each type of processing under UK GDPR.

Which third-party processors handle your data and under what safeguards.

How long we retain each category of data.

How to exercise all of your UK GDPR rights.

You have an absolute right to delete your account and all associated data at any time via Settings → Delete account data. This action is immediate, irreversible, and causes:

Permanent deletion of all voice notes, contacts, and call history from our database.

Closure and permanent removal of your dedicated Twilio telephony subaccount.

An automated redaction request to Stripe for all identity verification documents and images.

We implement appropriate technical and organisational security measures, including:

All data transmitted between your device and our servers is encrypted using TLS 1.2 or higher.

Voice note audio files are stored in private, access-controlled storage with signed URL access — files are never publicly accessible.

Each user's telephony activity is isolated via a dedicated Twilio subaccount, preventing cross-account access.

All API credentials and secrets are stored server-side as environment variables and are never exposed in client-side code.

Access to your personal data is restricted to your authenticated session only.

Despite these measures, no internet service can guarantee absolute security. You are responsible for keeping your account credentials and login details confidential.

The Service is provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.

We do not warrant that the Service will be uninterrupted, error-free, or free from viruses or other harmful components. We are not liable for any failure or interruption caused by Twilio, Stripe, Base44, your internet service provider, or any other third party or circumstance outside our reasonable control.

To the fullest extent permitted by applicable law, we shall not be liable to you for any indirect, incidental, special, consequential, or punitive damages whatsoever arising from or in connection with your use of the Service, including but not limited to:

Failed, dropped, or missed calls.

Loss or corruption of voice notes or call data.

Any third-party telephony charges incurred by call recipients.

Service interruptions or downtime.

Unauthorised access to your data despite our security measures.

Nothing in these Terms limits our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

We reserve the right to suspend or permanently terminate your access to the Service at any time, without prior notice, if we reasonably believe you have:

Breached any provision of these Terms.

Engaged in fraudulent, abusive, or unlawful activity.

Attempted to circumvent any security or verification mechanism.

You may terminate your account at any time via Settings → Delete account data. Termination does not affect any rights or obligations that arose prior to termination.

We may update these Terms at any time. Material changes will be communicated via an in-app notice at least 14 days before taking effect (except where changes are required urgently by law or for security reasons, in which case they may take effect immediately). Your continued use of the Service after the effective date constitutes your acceptance of the updated Terms.

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) shall be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales to resolve any legal dispute.

For any questions, data requests, or concerns regarding these Terms or the Service, please contact us at: support@calmcalls.com.

We aim to respond to all enquiries within 72 hours.