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LEGAL

Terms of service

Last updated 6 November 2026

1. About these terms

These terms apply when a business ("you") uses Callpathway, a service provided by Vendo Digital Limited (company number 11933532, registered office 5 Sandiford Road, Sutton, England, SM3 9RN) ("we" or "us"). Together with the plan you choose, they form the agreement between us. Callpathway is for businesses only, not consumers.

By creating an account or starting a plan, you confirm you can accept these terms for your business.

2. The service

Callpathway provides call tracking for healthcare practices: tracking phone numbers, call routing, call records and reports, and optional features such as call recording, missed-call text back, transcription and AI call scoring. The features in each plan are listed on our pricing section. We may improve and change the service, but we won't remove a core feature of your plan during a paid period without telling you first.

3. Free trials

If we offer you a free trial, you can use the service at no charge for the trial period. At the end you can choose a plan; if you don't, we may pause the account. We may end a trial early if it's being misused.

4. Plans and payment

  • Prices are those shown when you sign up and exclude VAT, which we add at the current rate.
  • Monthly plans are paid monthly in advance, with a one-off setup fee of £99. Annual plans are paid yearly in advance and the setup fee is waived.
  • Extra tracking numbers cost £1.50 each per month. Extra locations on the Group plan are charged at the price shown on our pricing section.
  • We may change prices with at least 30 days' notice by email. For annual plans, a change applies from your next renewal.
  • If a payment is overdue, we'll tell you. If it's still unpaid 14 days after that, we may suspend the service until it is paid.

5. Fair use

All plans include unlimited calls and missed-call texts for normal practice use, up to 5,000 call minutes and 1,000 texts per location per month. If you regularly go over that, we'll contact you to agree a suitable plan. Text messages are only for replying to people who called you; bulk or marketing messaging through Callpathway is not allowed.

6. Your responsibilities

  • Use Callpathway lawfully, including data protection, privacy and electronic communications law.
  • If you turn on call recording or AI features, tell callers, for example with a message at the start of the call and in your privacy notice.
  • Have a privacy and cookie notice on your website that covers the Callpathway tracking code, and get consent where the law requires it.
  • Keep your account details accurate and your sign-in details secure, and tell us promptly if you think your account has been misused.
  • Don't try to break, overload or get around the security of the service, or use it to harass, spam or mislead anyone.

We may suspend accounts that put the service, other customers or callers at risk. Where we reasonably can, we'll tell you first.

7. Phone numbers

Tracking numbers are supplied through our telephony provider and remain allocated to us while you use them. If you leave and want to keep a number, we'll help you move it to another provider where our provider and Ofcom rules allow. Numbers you bring to Callpathway stay yours.

8. Availability

We work to keep Callpathway available at all times and design call routing so calls still reach your practice if our system is unavailable. We can't promise the service will never be interrupted, for example during maintenance or problems with telephone networks or our suppliers. We'll give notice of planned maintenance that could affect calls where we can.

9. Your data

You own the data in your account, including call records and recordings. You give us permission to use it to provide, support and secure the service. You can export your reports while your account is open.

When your account closes, you have 30 days to ask us for an export. After that we delete your data, and it is removed from backups as they expire, within 90 days. We keep invoices and billing records as the law requires.

10. Data processing

For call data and other personal data we process for you, you are the controller and we are your processor. We will:

  • process it only on your documented instructions, which are these terms and how you set up your account, unless the law requires otherwise (and if so we'll tell you, unless the law forbids it);
  • make sure our staff with access are bound by confidentiality;
  • keep it secure with appropriate technical and organisational measures;
  • use only the suppliers listed in our privacy policy, under contracts with equivalent data protection terms. We'll give you notice of new suppliers so you can object, and remain responsible for them;
  • only transfer it outside the UK with the safeguards UK law requires;
  • help you respond to requests from individuals, and with security, breach notifications and data protection impact assessments, as far as is reasonable given what we process;
  • tell you without undue delay after becoming aware of a personal data breach affecting your data;
  • delete or return it when the service ends, as set out in section 9;
  • give you the information you reasonably need to show we meet these obligations, and allow reasonable audits with notice.

The data covers callers, patients and your staff: phone numbers, call details, recordings, transcripts and marketing source data, for as long as you use the service.

11. Our intellectual property

We own Callpathway, its software and its content. You may use it for your business while your plan is active. Don't copy, resell or reverse engineer it.

12. Confidentiality

Each of us will keep the other's confidential information private and only use it for this agreement, unless it's already public or the law requires disclosure.

13. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow us to limit.

Otherwise, neither of us is liable for loss of profits, revenue, business or goodwill, or for indirect or consequential loss. Our total liability in any 12 months is limited to the fees you paid us in the 12 months before the event that caused the claim.

14. Cancelling

  • Monthly plans run month to month. You can cancel at any time; the service continues to the end of the month you've paid for. We don't refund part months.
  • Annual plans run for a year and renew for another year unless you cancel before the renewal date. We don't refund part years.
  • Either of us can end the agreement straight away if the other seriously breaches it and doesn't fix the breach within 14 days of being told, or becomes insolvent.
  • We can end the agreement for any reason with 30 days' notice, refunding any fees paid for the period after it ends.

15. Changes to these terms

We may update these terms. We'll email you at least 30 days before a change that affects you materially takes effect. If you don't accept it, you can cancel before then.

16. General

We send notices to the email address on your account; you can send them to [email protected]. Neither of us is responsible for delays caused by events outside our reasonable control. If any part of these terms is found unenforceable, the rest still applies. These terms are the whole agreement between us about Callpathway. They are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.