Hire ANNA – Terms and Conditions

These terms and conditions apply to your use of “Hire ANNA”. They form a contract between you and us and apply on their own, whether or not you also have an ANNA business account. If you do, that account remains governed by the Account Terms, which these terms do not change. Hire ANNA is available to UK-based businesses only, meaning companies and limited liability partnerships registered in the UK and sole traders and partnerships whose main place of business is in the UK. It is for business use only: by accepting these terms you confirm that you are entering into them for the purposes of your trade, business or profession and not as a consumer.

In these terms: 

Account Terms – the terms and conditions that govern an ANNA business account. 

Additional Usage – use of a metered Service above its Included Allowance in a Billing Period.

Agreement – these terms, including the Service Schedules and the Data Processing Terms, and your Plan Details, as varied from time to time.

ANNA, we, us or our – ANNA Admin Limited, a company registered in England and Wales with number 15219006 and whose registered office is at 7e Wakefield Street, London, England, WC1N 1PG.

ANNA Number – a telephone number we provide for use with Calls and messages.

Approval Mode – a setting under which Hire ANNA prepares messages, documents, filings or payments for you to approve, and does not send, submit or make them until you do.

Auto Mode – a setting under which Hire ANNA carries out the tasks you have chosen without asking you to approve each one, within your Configuration.

Billing Period – each month, or any other period shown in your Plan Details, for which your subscription fees are charged.

Booking – an appointment, reservation or job that Hire ANNA creates, amends, records or cancels on your behalf.

Call Recording – an audio recording and/or written transcript of a communication handled by Hire ANNA.

Channels – the communication channels Hire ANNA operates across, such as telephone, WhatsApp, Instagram direct messages, email and web chat, as enabled for your account.

Configuration – the settings, scripts, price lists, permissions, limits and guardrails (such as things Hire ANNA must not say) you set (or agree with us) that determine what each Service may and may not do on your behalf, including whether it works in Approval Mode or Auto Mode.

Data Processing Terms – the terms in Schedule 7.

Data Protection Legislation – the UK GDPR, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR) and all other data protection and privacy laws applicable in the United Kingdom.

Deposit – a payment collected from an End User through a third-party payment provider to secure a Booking.

End User – any person who contacts you, or whom you or Hire ANNA contact, through the Channels or otherwise in connection with Hire ANNA, including your customers, prospective customers, patients, clients, suppliers and enquirers.

Free Trial – a period during which you can use a Plan, or particular Services, free of charge. The length of the Free Trial, and when it starts, are shown in your Plan Details.

Included Allowance – the use of a Service included in your Plan for each Billing Period, as shown in your Plan Details.

Integrated Services – third-party services you connect to Hire ANNA, such as your booking system, calendar, email account, accounting or practice-management software, CRM, bank account or payment provider.

Outbound Communications – calls or messages Hire ANNA makes or sends to End Users on your behalf, such as appointment confirmations and reminders, no-show recovery, follow-ups on enquiries and quotes, and payment reminders.

Plan – the Hire ANNA plan you subscribe to, as set out in your Plan Details (see clause 4.1).

Plan Details – the confirmation we send you when you subscribe, and any later confirmation of a change, setting out your Plan, the Services it includes, its price, any Included Allowances, the rates for Additional Usage, what happens when you reach an Included Allowance, any Free Trial and, where relevant, your Registered Address.

Platform – the ANNA app and web chat, https://anna.money and its sub-pages (including https://anna.money/hire-anna/), annareception.com and any other website or application we use to provide Hire ANNA.

Registered Address – an address we make available to you under Schedule 6 (Company services).

Service – each service available through Hire ANNA and described in a Service Schedule: Calls and messages, Quotes and follow-ups, Invoices and payments, Bookkeeping, Tax and accounts, and Company services.

Service Schedule – each of Schedules 1 to 6, which describes a Service.

Usage Unit – the unit in which use of a metered Service is measured, as described in its Service Schedule.

you, your – the business that subscribes to Hire ANNA.

2.1 Hire ANNA gives you access to one or more AI-powered Services. The Services in your Plan are listed in your Plan Details, and each Service is described in its Service Schedule. These general terms apply to every Service. If a Service Schedule conflicts with these general terms, the Service Schedule applies to that Service. If these terms conflict with your Plan Details, these terms apply unless your Plan Details expressly say otherwise.

2.2 Each Service acts on your behalf, within the scope of your Configuration. You decide what each Service is permitted to do, and you can change this or turn a Service off at any time. Except where a Service Schedule says otherwise, Hire ANNA does not make clinical, medical, veterinary, legal, financial or other professional decisions, which remain with you and your qualified team.

2.3 Where a Service offers them, you can choose Approval Mode or Auto Mode for each type of task and switch between them at any time. In Approval Mode, nothing is sent, submitted or paid until you approve it. In Auto Mode, you authorise Hire ANNA to carry out the tasks you have chosen within your Configuration without asking you first, and actions it takes within your Configuration are taken on your behalf as if you had taken them yourself. We remain responsible if Hire ANNA takes an action outside your Configuration because of a fault or error on our part, such as making or cancelling a Booking you didn't permit. The separate risk of Hire ANNA giving inaccurate responses is dealt with in clauses 8.7 and 8.8.

2.4 We will provide Hire ANNA with reasonable skill and care. We aim to make each Service available 24/7, but we do not guarantee that it will be uninterrupted, timely or error-free (see clause 14).

2.5 We may provide Hire ANNA through other companies in our group and through subcontractors, such as the providers of our voice, messaging, telephony, AI and address services. We remain responsible to you for the parts of Hire ANNA they provide.

2.6 Hire ANNA does not include credit. If you apply for a credit product through the Platform, it is provided by the lender named when you apply, under the lender's own terms. We are not the lender.

3.1 This Agreement starts when you accept these terms (for example by ticking a box, clicking to accept or confirming in the ANNA chat) and we confirm your Plan. We'll send you your Plan Details by email or in the app, and they form part of this Agreement.

3.2 Please keep a copy of these terms and your Plan Details. The version and date of these terms are shown at the top, and you can ask us for a copy of the version that applied to you at any time.

3.3 We may agree a bespoke Plan, allowance or price with you in writing, including by email. Anything we agree in this way forms part of your Plan Details.

3.4 If you signed up before 2 November 2026, the previous version of these terms continues to apply to you until 2 December 2026, and this version applies from then.

4.1 Our Plans, and the Services each one includes, are set out below. Prices, Included Allowances and any Free Trial are shown on the Platform, and those that apply to you are the ones in your Plan Details.

Legacy bundles (Front-desk, Accounting and Everything) are no longer available to new customers. If you have one, you can keep it, but if you change to another Plan you can't switch back.

4.2 Each Service in your Plan works on one of the following bases, as shown in your Plan Details:

(a) fixed-scope: the Service delivers set outputs in each period, such as one confirmation statement a year;

(b) unlimited: there is no set limit on your use, subject to clause 4.7; or

(c) metered: you have an Included Allowance for each Billing Period, measured in Usage Units, and Additional Usage may be charged.

4.3 Your Included Allowances reflect the Plan you chose and are a starting point; your needs may change over time. Included Allowances reset at the start of each Billing Period, and unused allowance doesn't carry over.

4.4 If you go over an Included Allowance, we may charge for the Additional Usage at the rate in your Plan Details, billed in arrears with your next payment. We may choose not to charge some or all Additional Usage; that doesn't stop us charging it in future.

4.5 Your Plan Details say whether a metered Service keeps working at the Additional Usage rate once you reach your Included Allowance, or pauses until your next Billing Period. If a Service will pause, we'll warn you before it does and you can choose to keep it working at the Additional Usage rate. While a Service is paused, it won't answer calls or messages or carry out tasks. If your Plan Details don't say, the Service keeps working and Additional Usage applies.

4.6 We aim to tell you when you reach 80% and 100% of an Included Allowance. If your use regularly goes above your Included Allowance, we may suggest a Plan that fits better, but we won't change your Plan unless you ask us to. Choosing the right Plan for your business is up to you.

4.7 Where a Service or feature is described as unlimited, there is no set limit for normal use by a business of your size and type. If your use is excessive or abusive (for example automated, resold, or shared with businesses that are not part of your Plan), we'll contact you to agree a suitable Plan. We won't charge you extra for unlimited use, or suspend it, without contacting you first.

4.8 Our records of usage are conclusive unless shown to be clearly wrong. You can see your usage in the app. If you think a charge is wrong, please tell us within 30 days of the invoice.

5.1 A Free Trial may be available; its length, and when it starts, are shown in your Plan Details. We may discontinue Free Trials, or remove features during a Free Trial, at any time and without notice.

5.2 Where a Free Trial is taken without a payment method on file, it will not automatically convert into a paid Plan. Where a Free Trial is taken with a payment method on file, it will roll over into your paid Plan unless you cancel before the trial ends. We'll remind you before your Free Trial ends.

5.3 We don't prepare or file annual accounts, tax returns or confirmation statements during a Free Trial (see Schedule 5).

6.1 You'll pay the subscription fees for your Plan monthly in advance, starting when your Free Trial ends or, if there is no Free Trial, when your Plan starts.

6.2 Additional Usage and any other charges in your Plan Details are billed in arrears with your next payment.

6.3 Our prices exclude VAT, which we'll add at the applicable rate.

6.4 You can pay by card or, where we agree, from your ANNA business account. If you choose to pay from your ANNA business account, you authorise us to collect the fees from it as they fall due, in line with the Account Terms.

6.5 If a payment fails, we'll try again and let you know. If it is still unpaid 7 days after we tell you, we may suspend your Services until it is paid.

6.6 We don't refund fees for part of a Billing Period, except where we end this Agreement, or remove a Service from your Plan, without you being at fault (see clauses 7.5 and 15.3).

6.7 Invoices are available in the app.

7.1 You can upgrade your Plan at any time. An upgrade takes effect straight away, with a pro-rated charge and pro-rated Included Allowances for the rest of the Billing Period, unless we tell you when you make the change that it will start from your next Billing Period.

7.2 You can downgrade your Plan with effect from the start of your next Billing Period.

7.3 The All-in price applies only while you keep the whole All-in Plan. If you change to part of it, the price of the Plan you change to applies.

7.4 Our fees, Additional Usage rates, Included Allowances and billing periods may change in the future. We'll give you at least 30 days' notice of any increase in fees or Additional Usage rates, any reduction in your Included Allowances and any other change that materially disadvantages you, and you can end your Plan before the change applies. A change can take effect sooner if the law or a regulator requires it, or if it is in your favour.

7.5 We may change or discontinue features of a Service, giving you reasonable notice. If we remove a whole Service from your Plan, we'll give you at least 30 days' notice and either reduce your price or let you cancel with a refund of any fees you have paid for the period after the change.

8.1 Each Service relies on the information you provide (such as your services, prices, availability, team, scripts, records and documents) and on your Configuration. You are responsible for the accuracy, completeness and lawfulness of that information and for keeping it up to date. We do not guarantee that Hire ANNA will produce accurate results where the underlying information or Configuration is incomplete or incorrect.

8.2 You remain responsible for overseeing Bookings, communications, documents and payments made on your behalf. Each Booking is recorded with a transcript and, where enabled, confirmed to the End User, so that you and the End User can identify and correct errors. You should review Bookings in your systems ahead of the relevant appointment.

8.3 You authorise Hire ANNA to communicate with End Users using your business name, and the tone and phrasing you provide, and to make commitments within your Configuration (such as offering, confirming, amending or cancelling appointment times, and sending quotes you have approved). You are responsible for honouring Bookings, quotes and other commitments made within your Configuration.

8.4 Where you ask us to reflect your voice or phrasing (for example from a voice sample you provide), you confirm that you consent to us using that sample for this purpose and that doing so does not infringe anyone else's rights.

8.5 You must not set up Hire ANNA to claim to be a human, or to deny being an AI assistant if asked. We may include a short notice at the start of calls and conversations explaining that the person is speaking to an AI assistant, which can make mistakes.

8.6 Where Hire ANNA books a job, sends a quote or agrees terms with an End User on your behalf, the contract is between you and the End User. You are responsible for giving End Users any information the law requires (including, for consumers, pre-contract information and cancellation rights) and for any discounts, deposits or payment plans you offer. You must not set up Hire ANNA to offer credit, other than interest-free instalments that are exempt from consumer credit regulation.

8.7 Hire ANNA uses generative AI, which can sometimes give answers that are wrong, incomplete or inappropriate, including statements that aren't based on the information you gave us or that go against the instructions and guardrails in your Configuration. Guardrails reduce this risk but can't remove it, and we don't guarantee that Hire ANNA will always respond accurately or stay within your Configuration. You accept that risk as part of using Hire ANNA. You should review transcripts and summaries regularly, tell us promptly about any problem you find, and correct anything Hire ANNA has told an End User that is wrong. Where a mistake would be costly, such as in a quote, price or payment, use Approval Mode so that you can check it before it is sent.

8.8 Subject to clause 14.3, we are not liable for any loss arising from Hire ANNA's inaccurate, incomplete or unexpected responses, except to the extent that it results from our failure to use reasonable skill and care, and in that case our liability is limited as set out in clause 14.2.

8.9 You can give your own accountant access to your Hire ANNA account. You are responsible for who you give access to and for what they do with it, and we can act on their instructions within the access you have given them. We share your information with your accountant on your instructions.

9.1 Hire ANNA operates over third-party Channels and Integrated Services (for example WhatsApp Business, Instagram, your email account, your booking system and your accounting software). Your use of those services is subject to the relevant third party's own terms, and you are responsible for holding the necessary accounts and permissions. We are not responsible for a third party changing, suspending or discontinuing its service, or for failures, delays or errors in Integrated Services, including a Booking failing to sync.

9.2 If you ask us to bring your data over from other software or services, you authorise us to access and copy it for that purpose. Where we can, we'll use exports or connections the provider offers rather than your passwords. You are responsible for having the right to share the data with us and for keeping your own back-ups; we are not responsible for data held in third-party systems.

10.1 You keep ownership of the information and materials you give us (Your Content) and of the outputs Hire ANNA creates for you, such as quotes, invoices, summaries and transcripts. You give us a non-exclusive licence to use Your Content to provide and support Hire ANNA in line with clause 11. You confirm that you have the rights needed to give us this licence, including for content taken from your website.

10.2 We and our licensors own the Platform and Hire ANNA, including the software, models, templates and know-how we use to provide them. Nothing in this Agreement transfers those rights to you.

10.3 You must not use Hire ANNA:

(a) for anything unlawful, fraudulent or misleading;

(b) to send spam or any marketing the law does not allow;

(c) to impersonate any person or business;

(d) to resell Hire ANNA or provide it to anyone else; or

(e) for a business in a sector we have told you we do not support.

11.1 In providing Hire ANNA we process personal data about your End Users and others on your behalf. For that personal data you are the controller and we are the processor, and we will process it only on your documented instructions and in accordance with Data Protection Legislation and the Data Processing Terms. Schedule 7 also explains where we act as a controller in our own right, for example when we carry out identity checks or keep records the law requires us to keep.

11.2 Where Hire ANNA may handle special category data (for example health information in dental, veterinary or similar contexts), you are responsible for ensuring you have an appropriate lawful basis and condition under Article 9 UK GDPR for that processing. We will apply appropriate technical and organisational security measures, engage sub-processors only in accordance with the Data Processing Terms, and support you with retention settings and End User data requests as set out there.

11.3 We do not use personal data about your End Users to train AI models, and our providers are contractually prohibited from doing so. We may use aggregated or de-identified information about how Hire ANNA is used to operate and improve it.

11.4 We process personal data about you and your staff as a controller, in line with our privacy notice.

12.1 Each of us will keep the other's confidential information confidential and use it only for the purposes of this Agreement. Either of us may disclose it where the law or a regulator requires, or to our professional advisers, subcontractors and group companies who need to know it and are bound by duties of confidentiality.

13.1 Information and outputs provided by Hire ANNA (including summaries, triage, transcripts, forecasts, suggestions and answers to questions) are intended to help you run your business. They are general information based on what you have told us. They are not legal, regulated financial, investment or pension advice, and we do not recommend specific financial products. Except for the professional services described in the Service Schedules (such as the accounts and returns we prepare under Schedule 5), you are responsible for exercising your own judgement.

14.1 Hire ANNA uses artificial intelligence and depends on third-party networks, Channels and Integrated Services. We do not guarantee that it will be accurate, uninterrupted, error-free or available at any particular time. Subject to clause 14.3, we are not liable for missed calls or enquiries, lost or incorrect Bookings, or losses arising from interruptions to the service or from faults, delays or changes in third-party Channels or Integrated Services. This clause does not apply where a Service pauses at an Included Allowance without the warning described in clause 4.5.

14.2 Subject to clause 14.3, our total liability to you arising out of or in connection with this Agreement in any 12-month period is limited to the greater of £500 and the fees you paid us under this Agreement in the 12 months before the event giving rise to the claim. We are not liable for loss of profits, loss of business, loss of goodwill, or any indirect or consequential loss.

14.3 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under the law of England and Wales.

14.4 You will indemnify us against claims, fines, penalties and losses arising from: the information, content and Configuration you provide; Bookings, quotes or communications made within your Configuration; Outbound Communications you instruct without the necessary lawful basis or consent; any failure to inform End Users that calls are recorded; and any use of a Registered Address in breach of Schedule 6.

15.1 You may cancel your Plan at any time by telling us in the ANNA chat or by email to support@anna.money. Cancellation takes effect at the end of your current Billing Period. We don't refund fees for the rest of that Billing Period, and we'll bill any Additional Usage up to the end of it.

15.2 We may refuse, suspend or withdraw Hire ANNA, or particular Services or features, where required by law, where a third-party Channel or Integrated Service requires it, where you are in breach of these terms, where we cannot complete checks the law requires us to carry out, or to protect the security or integrity of the service. Where practical we will give you reasonable notice.

15.3 We may end this Agreement, or stop providing a Service, by giving you at least 30 days' notice. If we do, we'll refund any fees you have paid for the period after it ends.

15.4 We may end this Agreement immediately by telling you if you materially breach it and, where the breach can be put right, you don't put it right within 14 days of our asking you to; if any amount remains unpaid 14 days after we tell you it is overdue; if we reasonably suspect fraud, money laundering, a breach of sanctions or other financial crime; or if you become insolvent or stop trading.

15.5 When your Plan or a Service ends: 

(a) you can download your Call Recordings, transcripts, summaries and documents from the Platform before your Plan ends and for 30 days afterwards, after which we'll delete them in line with the Data Processing Terms, unless the law requires us to keep them;

(b) your ANNA Number is withdrawn (see Schedule 1);

(c) if you use a Registered Address, you must change your registered office address (see Schedule 6); and

(d) we'll complete or hand back to you any returns or filings we're working on.

15.6 Clauses 6, 8.8, 10.1, 12, 14 and 15.5, and any other terms that by their nature should continue, continue after this Agreement ends.

16.1 We may vary these terms from time to time. Where a change materially disadvantages you, we will give you at least 30 days' notice and you can cancel before it takes effect. A change can take effect sooner if the law or a regulator requires it, or if it only adds new Services or features.

16.2 We'll contact you through the app or by email to the address you've given us. You can contact us through the ANNA chat or by email to support@anna.money.

16.3 If you're unhappy with Hire ANNA, please tell us through the ANNA chat or by email to support@anna.money. We'll deal with your complaint under our complaints policy and try to put things right.

16.4 You may not transfer your rights or obligations under this Agreement without our consent. We may transfer ours to another company in our group or to a buyer of our business, and we'll tell you if we do.

16.5 We're not responsible for delays or failures caused by events beyond our reasonable control, such as failures of telecommunications networks or of third-party providers, but we'll do what we reasonably can to limit their effect.

16.6 This Agreement is the entire agreement between you and us about Hire ANNA and replaces anything said or written before you accepted it. Neither of us relies on any statement that is not set out in this Agreement, but nothing in this clause limits liability for fraud.

16.7 No one other than you and us has any right to enforce this Agreement.

16.8 If a court decides that any part of this Agreement is invalid, the rest of it continues to apply.

16.9 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

1. What Calls and messages does

1.1 Calls and messages answers and responds to enquiries across the Channels you enable, triages and routes them, and creates and manages Bookings on your behalf. It can flag likely spam and summarise new enquiries with a suggested next step. Where you enable them, it also makes Outbound Communications and helps collect Deposits.

1.2 Hire ANNA writes Bookings to your Integrated Services where those integrations support it. It does not replace your booking system; it handles the enquiries your booking system cannot.

1.3 Hire ANNA is trained on the information you give us, including content from your website. It can put a caller through to you or your team when they ask, or when a call is urgent, using the numbers you give us; answering those calls is up to you. It can handle conversations in many languages, and translated conversations may contain errors. You can also give it guardrails, such as topics it must not discuss; they reduce the risk of mistakes but can't remove it (see clause 8.7).

1.4 Your Plan Details may include a number of Locations and a level of support (such as email, priority or a named manager). These describe features of your Plan; they are not service levels. A Location is a separate business premises or site with its own set-up.

1.5 Calls and messages provides triage and routing only. It does not provide clinical, medical, veterinary, legal, financial or other professional advice, and must not be relied on to do so. Professional and clinical decisions remain the responsibility of you and your qualified team. Hire ANNA is not an emergency service and may be unavailable; you must maintain your own arrangements for genuine emergencies.

2. Usage Units

2.1 Calls and messages is a metered Service. Your Included Allowance is measured in Usage Units. Calls and text conversations use the same allowance, which resets at the start of each Billing Period; unused Usage Units don't carry over.

2.2 A call of 30 seconds or less uses 0.2 Usage Units, but the first 30 calls of 30 seconds or less in each Billing Period are free. A call of more than 30 seconds and up to 3 minutes uses 1 Usage Unit, and each further 3 minutes or part of 3 minutes uses 1 more.

2.3 When Hire ANNA puts a call through to you, the call keeps using Usage Units for as long as it stays connected through our service.

2.4 A text conversation on WhatsApp, Instagram, web chat or another text Channel uses 0.5 Usage Units for every 15 messages, or part of 15, sent by Hire ANNA. Messages sent to Hire ANNA don't count. A conversation ends when 24 hours pass without a message.

2.5 Outbound Communications use Usage Units in the same way as incoming calls and conversations.

2.6 Your Plan Details show your Included Allowance in Usage Units, the rate for each Usage Unit of Additional Usage and whether Calls and messages pauses when you reach your Included Allowance (see clauses 4.4 to 4.6). For example, an allowance of 35 Usage Units covers 35 calls of up to 3 minutes; longer calls and text conversations use more of it.

3. Your ANNA Number

3.1 We may give you an ANNA Number to use with Calls and messages, either directly or by forwarding calls to it from your own line. You pay any charges your own provider makes for forwarding calls.

3.2 Your ANNA Number belongs to us or our telephony provider. You can't take it with you if you leave Hire ANNA, so please bear that in mind before you publish it.

3.3 We may need to change your ANNA Number, for example if it is flagged as spam or if our telephony provider or a regulator requires it. Where practical, we'll give you notice.

3.4 When your Plan ends, your ANNA Number is withdrawn and may be given to someone else after 30 days. You can download your Call Recordings, transcripts and summaries before your Plan ends and for 30 days afterwards.

3.5 You must give us any information our telephony provider needs to comply with telephone numbering rules.

4. Call recording

4.1 Hire ANNA records and/or transcribes the communications it handles in order to provide the service and to give you a record. You are responsible for ensuring End Users are informed that calls are recorded, as required by Data Protection Legislation. We will provide reasonable functionality to support this (such as a recording notice).

5. Outbound Communications

5.1 Outbound Communications are switched off until you turn them on. Where you enable them, you instruct us to contact End Users on your behalf. You control who is contacted and when, on a per-campaign opt-in basis.

5.2 Service calls and messages, such as appointment confirmations, reminders and rescheduling, may be sent within your Configuration.

5.3 You are responsible for ensuring you have a lawful basis and any necessary consent to contact each End User, and for compliance with PECR (including, where applicable, screening against the Telephone Preference Service) and the rules of the Channel used. In particular, you must not use Outbound Communications to make direct marketing calls unless each person called has told you in advance that they consent to receive automated or AI-generated marketing calls from you; screening against the Telephone Preference Service is not enough on its own. Marketing by email, SMS or WhatsApp may only be sent with consent or where the law allows it without consent, and every message must offer a simple way to opt out.

5.4 You will indemnify us against claims, fines and losses arising from Outbound Communications you instruct where you did not have the necessary lawful basis or consent.

6. Deposits

6.1 Where you enable Deposit collection, Deposits are processed by a third-party payment provider under its own terms. We are not the payment processor and do not hold Deposits. You are responsible for your arrangement with the payment provider and for handling refunds, cancellations and chargebacks, including where these relate to a Booking made by Hire ANNA.

1. Quotes and follow-ups captures enquiries from the Channels, tracks them through your sales process, drafts quotes and follows up on quotes that haven't been answered.

2. Hire ANNA drafts quotes from the price lists and information you give it. You approve each quote before it is sent, and quotes you approve are given on your behalf (see clauses 8.3 and 8.7).

3. Follow-up messages about quotes are sent in your name. Where the recipient is an individual, a follow-up can be direct marketing, so each one will include a simple way to opt out, and Hire ANNA won't send follow-ups to anyone who has opted out.

4. If you set Hire ANNA up to offer discounts, deposits or instalments, those offers are yours. Instalments must be interest-free and must not be regulated credit (see clause 8.6).

5. Where a job is agreed with a consumer by phone, message or online, you are responsible for giving the consumer the information and cancellation rights required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Hire ANNA can draft and send invoices for you, track whether they have been paid and send payment reminders.

2. Invoices and payment reminders are sent in your name. You are responsible for the amounts you claim and for the reminders you set up. You must not use Hire ANNA to collect debts under regulated credit agreements.

3. If you have a legacy bundle that includes paying bills, and an ANNA business account, Hire ANNA can fill in a payment from a bill you upload. We don't hold or move your money ourselves: the payment is made from your ANNA business account under the Account Terms, and only once you approve it, using the authentication the Account Terms require. Hire ANNA doesn't make payments automatically, and it can't pay from an account you hold with another provider.

4. You are responsible for checking payees, bank details and amounts before you approve a payment.

5. Forecasts and suggestions (for example to chase a payment, offer an early-payment discount or delay paying a supplier) are general information, not financial advice (see clause 13).

6. Any credit product shown alongside Hire ANNA is provided by the lender named when you apply, under its own terms (see clause 2.6).

1. Bookkeeping matches receipts to transactions and invoices to payments, categorises your transactions, shows you a bookkeeping score and produces reports such as profit and loss. It can accept receipts sent in by you or your staff, for example over WhatsApp or email, and import sales from e-commerce platforms you connect (see clause 9).

2. You authorise us to contact your suppliers in your name to ask for missing receipts and invoices.

3. Categorisation is automated. You should review it, particularly before your records are used for a tax return. Reports are only as accurate as the records behind them, and keeping adequate business records remains your legal responsibility.

4. You can export your records at any time, and for 30 days after your Plan ends. You are responsible for keeping your business records for as long as the law requires.

1. Unless your Plan Details say otherwise, Tax and accounts covers one business. For each tax year or financial year, we prepare the following for you to check, approve and submit:

(a) if you're a sole trader, your Self Assessment tax return and your Making Tax Digital updates;

(b) if you're a company, your annual accounts and your Corporation Tax return (CT600); and

(c) if you're registered for VAT, your VAT returns.

Paragraphs 6 to 8 cover the confirmation statement, payroll and registrations. Other services aren't included unless your Plan Details say so.

2. You submit everything listed in paragraph 1 yourself, through the Platform, once you've checked and approved it. We don't submit it on your behalf, and we don't act as your agent with HMRC or Companies House for it.

3. You must give us complete and accurate information, records and explanations in good time, and in any event at least 6 weeks before a filing deadline, and tell us about anything that may affect your tax position.

4. Your business remains responsible for its own returns and filings, including making sure they are accurate and complete and are submitted on time.

5. Your business is responsible for any penalties, interest or surcharges that HMRC or Companies House charges it, and we don't pay or reimburse them. This doesn't limit any claim you have against us if we fail to do something we have agreed to do in this Schedule, which is subject to clause 14.

6. If you're a company, we'll prepare your confirmation statement and send it to you to approve in good time before it is due, and file it at Companies House as an Authorised Corporate Service Provider once you approve it. The Companies House fee, and any processing fee charged by our filing partner, are not included in your Plan price. We'll tell you the amount before we file, and charge it with your next payment.

7. If your Plan includes payroll, we run it on your instructions and the pay and employee information you give us. You approve each pay run before anything is sent to HMRC. You remain responsible for your payroll submissions to HMRC, for paying your staff, HMRC and any pension provider, for the accuracy of the information you give us and for complying with employment and pension law.

8. We can prepare your VAT or PAYE registration for you to check and submit to HMRC.

9. Answers to tax questions, tax calendars and calculators, any tax call included in your Plan, and suggestions for saving tax are general information based on what you have told us. They are not a recommendation of any pension, investment or other financial product, and you should take advice before acting on anything significant.

10. We may decline or stop work where we cannot complete the identity and anti-money laundering checks the law requires, or where the work falls outside this Schedule. If we stop, we'll hand back any work in progress.

This Schedule applies only if you have a legacy Front-desk or Everything bundle. These services aren't part of any Plan we currently offer to new customers.

1. Company services gives you a Registered Address, receives and scans your post and, on your instructions, files changes at Companies House (such as changes of director or share allotments). It also includes your confirmation statement, which we prepare and file as described in Schedule 5, paragraph 6. The Companies House fees, and any processing fee charged by our filing partner, are not included in your Plan price. We'll tell you the amount before we file, and charge it with your next payment.

2. We provide the Registered Address through our address partner, The Hoxton Mix. Your Plan Details name your address, which is 66 Paul Street, London EC2A 4NA, unless you use our previous address (see paragraph 10). You can use it as your company's registered office address, as a correspondence address for your directors and as your general postal address.

3. The Registered Address can only be used as a registered office by companies registered in England and Wales, other than companies whose registered office must be in Wales. Companies registered in Scotland or Northern Ireland may use it as a correspondence address only.

4. Before you can use the Registered Address, we (and our address partner) must verify the identity of your company, its directors and its beneficial owners, as the Money Laundering Regulations 2017 require. We may ask for more information at any time, and we may refuse or withdraw the Registered Address if we cannot complete these checks.

5. We'll scan post that arrives at your Registered Address addressed to your company or its directors, usually within 1 working day, and add it to your Documents. Post that doesn't show your company's name may be returned to the sender.

6. Our address partner can only accept items that fit through a letterbox (up to 300mm × 65mm), and signs for them on your behalf where a signature is needed. Anything larger is refused and returned to the sender, even if it needs a signature, and we can't store it.

7. Where forwarding is available on your Plan, we'll post physical items (such as cards or chequebooks) on to you on request; any fee is shown in your Plan Details. Originals are securely destroyed 30 days after scanning unless you ask us to forward them.

8. We may summarise letters and suggest what to do. Summaries are produced with AI and don't replace reading the scan yourself, particularly for anything with a deadline.

9. We file at Companies House as an Authorised Corporate Service Provider on your instructions. You are responsible for the accuracy of the information you give us and for obtaining any board or shareholder approvals a change needs (for example to allot shares). We don't give legal advice on company law.

10. If we need to change the Registered Address (for example because our address partner moves), we'll give you at least 3 months' notice and can file the change at Companies House for you. If you use our previous address (86–90 Paul Street, London EC2A 4NE), you may continue to do so until May 2030.

11. When your Plan ends, or we stop providing the Registered Address, you must change your registered office address, and any correspondence addresses that use it, within 14 days. If you don't, we may apply to the Registrar of Companies to change your registered office address, and we'll stop accepting post for you.

1. This Schedule applies where we process personal data on your behalf as your processor in providing Hire ANNA. Words such as controller, processor, personal data, processing and personal data breach have the meanings given in Data Protection Legislation.

2. Details of the processing:

(a) subject matter and duration: providing Hire ANNA to you, for the duration of this Agreement and until the personal data is deleted under paragraph 10;

(b) nature and purpose: answering, recording and transcribing calls and messages; managing Bookings, enquiries and quotes; preparing and sending invoices, reminders and other communications; matching receipts and transactions; preparing tax returns, accounts and payroll; scanning and summarising post; storing records; and related support;

(c) types of personal data: names and contact details; Call Recordings, transcripts and message content; booking, quote, invoice and payment details; the content of emails, documents and letters; pay, tax and other employment details of your employees, such as National Insurance numbers; and any special category data End Users choose to share; and

(d) data subjects: End Users, your employees and other staff and representatives, your suppliers and their staff, and people named in your post or records.

3. We will: 

(a) process the personal data only on your documented instructions, including about transfers outside the UK, unless the law requires otherwise, in which case we'll tell you before processing unless the law prevents us;

(b) ensure that people we authorise to process the personal data are bound by confidentiality;

(c) take the security measures required by Article 32 UK GDPR;

(d) engage sub-processors only in line with paragraph 5;

(e) help you, taking into account the nature of the processing, to respond to requests from data subjects exercising their rights;

(f) help you comply with your obligations on security, personal data breaches, data protection impact assessments and prior consultation with the ICO;

(g) delete or return the personal data at the end of this Agreement in line with paragraph 10;

(h) make available the information needed to show that we comply with this Schedule, and allow for and contribute to audits in line with paragraph 9; and

(i) tell you straight away if we think an instruction from you breaks Data Protection Legislation.

4. This Agreement, your Configuration and your use of the Platform are your documented instructions.

5. You authorise us to use sub-processors. Our current sub-processors are NEWO (voice and messaging AI platform), our telephony provider (telephone numbers and call carriage), The Hoxton Mix (receiving and scanning post), Meta Platforms (WhatsApp Business and Instagram messaging), our AI model providers (language and speech processing) and our cloud hosting providers. We'll give you the full list, including each provider's name and location, on request. We'll give you at least 30 days' notice of a new sub-processor through the Platform or by email. If you object on reasonable data protection grounds and we can't resolve your objection, you may cancel the affected Service without charge. We'll impose data protection obligations on each sub-processor equivalent to those in this Schedule, and we remain responsible to you for its performance.

6. Where a sub-processor processes personal data outside the UK, we'll make sure the transfer is covered by UK adequacy regulations (including the UK Extension to the EU–US Data Privacy Framework) or by appropriate safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

7. We'll tell you without undue delay, and in any event within 48 hours, after becoming aware of a personal data breach affecting the personal data, and give you the information you reasonably need to meet your own obligations.

8. You are responsible for having a lawful basis for the processing and for giving End Users the privacy information the law requires.

9. You may audit our compliance with this Schedule on reasonable notice, at your cost and not more than once a year, unless a regulator requires it or following a personal data breach. Where we can, we'll meet an audit request by giving you reports, certifications or written answers.

10. When this Agreement ends, we'll delete the personal data after the 30-day download period in clause 15.5, unless the law requires us to keep it.

11. For Calls and messages, Quotes and follow-ups, Invoices and payments, Bookkeeping, and Tax and accounts, we act as your processor for the personal data we handle for you. We act as a controller in our own right, and our privacy notice applies, where: 

(a) Company services: we verify the identity of your company, its directors and its beneficial owners and keep the records the Money Laundering Regulations 2017 require (when scanning and handling your post, we are your processor);

(b) Tax and accounts: we check your identity and keep the records the Money Laundering Regulations 2017 require; and

(c) all Services: we process information about you and your staff as our customer, and aggregated or de-identified information about how Hire ANNA is used.