Hire ANNA – Terms and Conditions

These terms and conditions apply to your use of “Hire ANNA”. They are in addition to, and should be read together with, ANNA's main Terms and Conditions and (where you also use them) ANNA's Business Tools Terms and Conditions. Where there is a conflict about Hire ANNA, these terms take precedence. Hire ANNA is available to UK-based businesses only.

ANNA Reception – An AI-powered reception service, available on the Channels, that answers and handles enquiries and Bookings on your behalf and, where you enable it, makes Outbound Communications and helps collect Deposits. ANNA Reception is provided on a paid subscription basis as set out on the Website.

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.

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

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

End User – any person who contacts you, or whom you contact, through the Channels, including your customers, patients, clients and enquirers.

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

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

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

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

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

Configuration – the settings, scripts, permissions and limits you set (or agree with us) that determine what ANNA Reception may and may not do on your behalf.

Free Trial – a period during which you can use ANNA Reception free of charge. The length of the Free Trial may vary by plan and customer type.

Subscription (or Plan) – a paid subscription to ANNA Reception as described on the Website.

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.

Website – https://anna.money and its sub-pages, including https://anna.money/hire-anna/ and https://anna.money/reception/.

Agreement – these terms as varied from time to time.

2.1 ANNA Reception is an AI-powered service that, across the Channels you enable, answers and responds to enquiries, triages and routes them, and creates and manages Bookings on your behalf. Where you enable it, ANNA Reception also makes Outbound Communications and helps collect Deposits.

2.2 ANNA Reception acts on your behalf, within the scope of your Configuration. You decide what ANNA Reception is permitted to do, and you can change this or turn the service off at any time. ANNA Reception triages, routes and books; it does not make clinical, medical, veterinary, legal, financial or other professional decisions, which remain with you and your qualified team.

2.3 ANNA Reception 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.

2.4 We aim to make ANNA Reception available 24/7, but we do not guarantee that it will be uninterrupted, timely or error-free (see section 4).

3.1 Current pricing, plans and features for ANNA Reception can be obtained on the Website. Plans may be based on usage, such as the number of calls or Bookings per month, and different limits and prices may apply to different plans.

3.2 A Free Trial may be available; its length may vary by plan. We may discontinue Free Trials, or remove features during a Free Trial, at any time and without notice.

3.3 The subscription cost, length and billing periods may change in the future. You will be given reasonable notice and an opportunity to end your subscription before any change applies.

3.4 Where your Plan is subject to usage limits (for example a monthly call allowance), we will make clear on the Website what happens if you exceed them, such as additional charges or moving to a higher Plan.

3.5 You may cancel at any time from your dashboard. Where a Free Trial is taken without a payment card, it will not automatically convert into a paid Subscription. Where a Free Trial is taken with a payment method on file, it will roll over into a paid Subscription unless you cancel before the trial ends.

3.6 We reserve the right to discontinue any feature of ANNA Reception, giving you reasonable notice.

3.7 ANNA Reception relies on the information you provide (such as your services, prices, availability, team and scripts) 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 ANNA Reception will produce accurate results where the underlying information or Configuration is incomplete or incorrect.

3.8 You remain responsible for overseeing Bookings and communications 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.

3.9 You authorise ANNA Reception 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). You are responsible for honouring Bookings made within your Configuration.

3.10 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.

3.11 ANNA Reception 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).

3.12 Where you enable Outbound Communications, you instruct us to contact End Users on your behalf. 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. You control who is contacted and when, on a per-campaign opt-in basis. 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.

3.13 ANNA Reception operates over third-party Channels and Integrated Services (for example WhatsApp Business, Instagram and your booking system). 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.

3.14 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 ANNA Reception.

3.15 ANNA Reception 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. ANNA Reception is not an emergency service and may be unavailable; you must maintain your own arrangements for genuine emergencies.

3.16 In providing ANNA Reception we process personal data about your End Users on your behalf. You are the controller and we are the processor of that personal data. We will process it only on your documented instructions and in accordance with Data Protection Legislation.

3.17 Where ANNA Reception 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 Agreement, and support you with retention settings and End User data requests as set out there.

3.18 We reserve the right to refuse, suspend or withdraw ANNA Reception, or particular features, where required by law, where a third-party Channel or Integrated Service requires it, where you are in breach of these terms, or to protect the security or integrity of the service. Where practical we will give you reasonable notice.

4.1 Any information, output, Booking, triage or transcript provided by ANNA Reception is intended to help you run your business and does not constitute advice of any kind. You are responsible for exercising your own judgement and for overseeing Bookings and communications made on your behalf.

4.2 ANNA Reception 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 4.4, 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.

4.3 Subject to clause 4.4, our total liability to you arising out of or in connection with ANNA Reception in any 12-month period is limited to the subscription fees you paid for ANNA Reception in that period. We are not liable for loss of profits, loss of business, loss of goodwill, or any indirect or consequential loss.

4.4 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.

4.5 You will indemnify us against claims, fines, penalties and losses arising from: the information and Configuration you provide; Bookings or communications made within your Configuration; Outbound Communications you instruct without the necessary lawful basis or consent; and any failure to inform End Users that calls are recorded.

5.1 We may vary these terms from time to time. Where a change materially affects you, we will give you reasonable notice.

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