The service
Graftline answers phone calls you divert to us, takes job details from your callers, and sends them to you. It's an automated service — a very good one, but not a human, and not an emergency service. Graftline is for business customers only: by signing up you confirm you're using it for your trade or business, not as a consumer.
Invoicing your customers
Graftline can produce invoices for your jobs and host them on a private link you send to your customer. Those invoices are yours, not ours. We don't process, hold or collect payments — your customer pays you directly using the bank details or PayPal link you enter. You're responsible for those details being correct, for the amounts you charge, for VAT, and for keeping the records HMRC requires. Check your payment details before you send an invoice: we can't recover money paid to the wrong account.
Price and billing
£79.99 per month including 180 minutes of answered calls. Your first 7 days are free; we take card details up front and billing starts automatically when the trial ends — we'll remind you by email about two days before. The subscription then renews automatically every monthon the same billing date, charged to your card, until you cancel. If you use your included minutes, we'll tell you well before you run out; extra minutes are only ever charged when you actively buy a top-up. No surprise bills, ever.
Cancelling
Cancel any time from your dashboard in a couple of taps. You keep the service until the end of the period you've paid for. No notice period, no phone call required, no hard feelings.
Refunds
If we've billed you in error, we refund it — tell us and it's sorted. If the service was materially unavailable for a sustained period during a month you paid for, we'll refund that month pro rata.
Your responsibilities
Keep your job types and prices accurate — we quote what you tell us to quote. Set up call diversion using the instructions we give you. One trial per business. Don't use Graftline for anything unlawful.
Emergencies and limits
We flag emergencies to you fast, and callers who mention a gas smell are always directed to the National Gas Emergency line (0800 111 999) first. But Graftline is a message-taking and booking service: we can't guarantee you'll see any message within a fixed time, and we're not liable for the outcome of any job. Our total liability in any 12-month period is capped at the amount you paid us in that period. Nothing in these terms limits liability that can't legally be limited.
Affiliate and partner programmes
Our public affiliate programme and partner-specific programmes pay the rate shown when the account is created. Commission is calculated on revenue we actually collect and is adjusted for refunds and chargebacks. Customer discounts vary by programme; trade-agency referrals may receive assisted setup instead of a price discount. Fixed month-two bounties become eligible only after the referred customer's second subscription payment is collected. Self-referrals, misleading promotion, voucher-site listing, bidding on Graftline brand terms or gaming attribution void commissions and can end the arrangement. We may remove a partner where the audience or promotion is not a genuine fit.
Data processing terms (UK GDPR Article 28)
These data processing terms form part of our agreement. When you use Graftline for customer calls, you are the controller and Graftline is your processor for the personal data in those enquiries. We process it only to provide, secure and support the service on your documented instructions, which are these terms, your account settings and lawful directions you give us. We will tell you if an instruction appears to breach data protection law.
The processing lasts for your subscription and the applicable retention and deletion periods. It covers receiving calls, automated transcription and analysis, extracting enquiry details, presenting and delivering those details, support, security, retention and deletion. Data subjects are callers, customers and your authorised users. Data can include names, contact details, call audio, transcripts, summaries, job or message details, urgency, addresses, access information and service usage data. Graftline is not intended for health or other special-category details; you must not instruct us to collect them.
- We ensure people authorised to process personal data are bound by confidentiality and receive access only as needed for their role.
- We maintain technical and organisational measures appropriate to the risk, including access controls, retention controls and measures designed to protect confidentiality, integrity, availability and resilience.
- Taking account of the nature of the processing and information available to us, we will reasonably assist you with data-subject requests, security incidents, impact assessments, regulator consultations and your UK GDPR compliance obligations.
- We will notify you without undue delay after becoming aware of a personal-data breach affecting data we process for you and will provide available information reasonably needed for your response.
- You give general authorisation for the sub-processors listed in our Privacy Policy. We will give notice of an intended material addition or replacement so you can raise a reasonable data-protection objection. We require each sub-processor to protect the data on materially equivalent terms, and Graftline remains responsible for its processing.
- At the end of the service, we will delete or return personal data processed for you, at your choice where reasonably possible, and delete remaining copies unless law requires retention. Call-content retention is capped at 90 days.
- We will provide information reasonably necessary to demonstrate compliance with these terms and allow proportionate audits by you or an independent auditor, subject to reasonable notice, confidentiality, security and cost arrangements.
You remain responsible for lawful instructions, an appropriate legal basis, caller information and responding to callers' rights as controller. Contractors receive transcripts, summaries and collected fields, not call-audio playback. More detail is in our Privacy Policy.
Changes
If we change these terms in a way that matters, we'll email you at least 14 days before it takes effect. These terms are governed by the laws of England and Wales.