Business Terms & Conditions

1. Who we are

These Business Terms are issued by CTAM Ltd (trading as FullDiaryOps).
Company No: 05491288 (England & Wales) | ICO: Z9179403
Registered Address: 3, Queens Terrace, Exeter, Devon, EX4 4HR
Email: legal@fulldiaryops.com

1.1 Payments and Merchant of Record

Our order and payment process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle handles payment processing, invoicing, taxes (where applicable), and provides customer support for payment queries, chargebacks and refunds.

2. Definitions

Customer means the business purchasing or using the Services (also referred to as “you” or “Tenant”).
Services means the FullDiaryOps system and related setup/support, including missed-call handling, booking workflows, messaging workflows, reporting and proof trails, as described in the Order Form and/or pricing page.
Order Form means the proposal, online order, checkout, or statement of work confirming scope and commercial terms.
Recovered Booking means a missed call that results in either: (a) an appointment booked into your diary (where supported), or (b) a complete “ready-to-book” message delivered to your team (a Recovered Booking Message), each with a proof trail.
Proof Trail means the evidence record for a Recovered Booking (e.g., call record/transcript and outcome record). Where the Proof Trail cannot be shown, it is not billed.
Billing Month means the recurring monthly billing period for your subscription.
Transaction date means the date your payment is processed by Paddle for an order.

3. Contract formation

• A contract forms when we confirm acceptance of your Order Form (including by email), or when you pay, start using the Services, or instruct us to begin onboarding (whichever happens first).
• If there is a conflict, the order of precedence is: (1) Order Form, (2) these Business Terms, (3) website notices/policies.
• These are business-to-business terms. If you are a consumer, you should not purchase under these terms.

4. What you are buying

• Always-on coverage for missed and/or out-of-hours calls (as configured) and creation of Recovered Bookings with a Proof Trail.
• If you have an online booking link or supported diary connection, we can track attendance automatically. If not, we deliver Recovered Booking Messages for your team to confirm and book.

5. Fees (performance-based)

After any trial period, you pay recovery fees only when we create a Recovered Booking with Proof Trail. If we cannot show the Proof Trail, you pay £0 for that item.

5.1 Recovery fee calculation (diary integrated / attendance tracked)

• New patient recoveries: charged as a percentage of your new patient appointment fee (as entered/confirmed), subject to a minimum fee of £8 per Recovered Booking.
• Existing patient recoveries: charged as a percentage of your follow-up appointment fee (as entered/confirmed), subject to a minimum fee of £8 per Recovered Booking.
• Maximum fee per recovery: each recovery fee is capped at £30 per Recovered Booking (unless otherwise agreed in writing in your Order Form).

The current percentage rates shown on the GB pricing page are 22% for new patient and 15% for existing patient (each with a minimum £8).

5.2 Recovery fee calculation (no diary integration / message-based)

If the system is not integrated with a diary (or an online booking link is not available/supported), you are billed per Recovered Booking Message (a complete ready-to-book message), with Proof Trail. The message-based fee is set by caller type (new or existing) and is shown at the point of sale, in your account, or in your Order Form.

5.3 New vs existing classification

Where possible, caller type is identified via diary lookup; otherwise the caller is asked. If unclear, we default to the lower fee for fairness.

6. Monthly minimum and monthly cap

Your monthly bill is the higher of: (a) £99 or (b) your recovery fees, and your total is protected by a £499/month cap.

• Minimum spend: £99 per Billing Month.
• Cap: £499 per Billing Month (cap may be re-evaluated by request).
• No double-charging: recovery fees count toward the £99 minimum, so you do not pay “£99 + recoveries”; you pay £99 if below minimum, or the difference if above (up to the cap).

7. Billing timing and payment authorisation

• Advance charge: you pay £99 in advance for each Billing Month.
• Month-end true-up: after the Billing Month ends, if your recovery fees exceed £99, we charge the excess above £99.
• Next month in advance: at month end we also charge the next Billing Month’s £99 in advance.
• By subscribing, you authorise Paddle (as Merchant of Record) to take these charges using your saved payment method.

8. Fair use (always-on / “unlimited” usage scenarios)

To protect reliability and prevent abuse, “always-on” or “unlimited” style usage is subject to fair use.

• Fair use limit: unless otherwise agreed in writing, fair use is capped at 1,000 Call Events per Billing Month.
• Call Event: recorded whenever a caller connects and a voice session begins (including virtual agent, IVR, voicemail, or similar flow).
• If exceeded: we may apply reasonable temporary controls (e.g., metering or rate limiting) and/or require a plan review.

9. Refunds, adjustments and billing disputes

Paddle (as Merchant of Record) processes refunds and other transaction adjustments to the original payment method, subject to its buyer terms, payment method rules and fraud/abuse checks. This section describes our commercial position on eligibility for refunds/credits between us and business customers, while recognising Paddle controls the refund mechanism.

9.1 No “free usage” refunds; earned fees are not refundable

• Performance-based fees are earned on delivery: where a Recovered Booking (or Recovered Booking Message) has been delivered with Proof Trail, the related fee is not refundable.
• Minimum fee / subscription: the £99 advance charge covers availability and service readiness for the Billing Month. Once a Billing Month has started and Services have been made available, the £99 is generally non-refundable (except as set out below for billing errors or where required by law).

9.2 Refund requests within 30 days (business customers)

If you request a refund within 30 days of the Transaction date, we will work with Paddle to resolve the request fairly. Any refund (if approved) will be limited so that you do not receive Services without paying for value already delivered.

• Refund scope: any refund may be full or partial depending on circumstances.
• Deductions for delivered value: any approved refund may be reduced by (or exclude) (a) performance-based recovery fees already incurred for Recovered Bookings delivered with Proof Trail and/or (b) charges properly due for Services already provided or made available up to the refund request date.
• After 30 days: refund requests made more than 30 days after the Transaction date are not offered under these Business Terms, except where required by law or to correct billing errors.

9.3 Billing disputes and corrections (Proof Trail issues)

• Dispute window: if you believe a charge is incorrect (for example, Proof Trail cannot be shown for an item billed), notify us within 14 days of the invoice/charge and provide sufficient detail for investigation.
• Corrections: if we confirm an error, we will arrange an appropriate correction (credit and/or refund via Paddle as applicable).

9.4 How to request a refund or raise a dispute

• Refund requests: use the refund option in your Paddle receipt email or Paddle customer portal, or contact legal@fulldiaryops.com and we will assist you with your request.
• Billing disputes: email legal@fulldiaryops.com with your company name, the Transaction date, and the charge(s) in question.

10. Suspension, termination and cancellation

• You can cancel to prevent renewal. Unless agreed otherwise, Services continue until the end of the current Billing Month.
• We may suspend Services for non-payment, security concerns, fraud prevention, legal compliance, or material misuse.
• Either party may terminate for material breach not remedied within a reasonable period after notice.

11. Liability

Nothing excludes liability that cannot be excluded by law (including death/personal injury caused by negligence, fraud, or fraudulent misrepresentation). Subject to that, we are not liable for indirect or consequential losses (including loss of profits, revenue, goodwill, or data).

12. Governing law and jurisdiction

These Business Terms are governed by the laws of England and Wales and the courts of England and Wales have exclusive jurisdiction.

13. Contact

Email: legal@fulldiaryops.com
Post: CTAM Ltd, 3, Queens Terrace, Exeter, Devon, EX4 4HR