Terms and Conditions

Who provides Dog and Bone

Dog and Bone is provided by Tustra Limited, trading as Tustra. Our company number is 16566433 and our registered office is 124-128 City Road, London, England, EC1V 2NX. We are not currently VAT registered.

Contact and support: info@dogandboneai.co.uk.

B2B only

Dog and Bone is supplied to businesses only. By buying or using Dog and Bone, you confirm you are acting for a business, trade, company, partnership, or sole-trader operation and not as a consumer.

The service may handle inbound calls from consumers or members of the public on your behalf. You remain responsible for your own customers, callers, bookings, pricing, services, and legal obligations.

What the service does

Dog and Bone is an AI receptionist service for trade businesses. Depending on your package and setup, it may answer calls, take job details, filter unsuitable enquiries, check service areas, send lead summaries, support bookings, handle rescheduling or cancellations, and provide a customer app.

Features, minutes, retention, voice options, notification channels, integrations, setup support, and package limits are described on the website, checkout page, order form, proposal, or agreed scoping document.

Website demos and Speak to Barry

Website demos are provided so prospective customers can experience the product. When you start a demo call, you agree that the call may be recorded, transcribed, summarised, reviewed, and used to respond to your enquiry, book or follow up on a demo, improve the product, and prevent misuse.

We may limit, block, pause, or remove demo access where we suspect abuse, automated use, repeated excessive calls, offensive behaviour, or use that increases our costs unfairly.

Your responsibilities

• Provide accurate business, service, price, location, availability, team, escalation, and booking information.
• Review setup details and tell us promptly if anything is wrong or outdated.
• Make sure callers receive any legally required notice about AI call handling, call recording, transcription, and data use.
• Check important leads, urgent jobs, complaints, bookings, pricing, safety issues, and unusual requests.
• Keep account logins secure and tell us if you suspect unauthorised access.
• Use the service lawfully and do not instruct it to mislead callers, discriminate, collect unnecessary sensitive data, or do anything unsafe or unlawful.

AI and service limitations

Dog and Bone is designed to reduce missed calls, capture better lead information, and organise enquiries. It is not a guarantee that every call, booking, message, or lead will be handled perfectly.

The service may be affected by call forwarding setup, telecoms networks, internet connectivity, third-party outages, caller behaviour, unclear speech, background noise, wrong business instructions, calendar permissions, payment status, or configuration errors.

AI outputs can occasionally be incomplete, inaccurate, delayed, or unsuitable. You should review important information before relying on it, especially for urgent jobs, safety matters, complaints, legal issues, pricing, appointments, and customer commitments.

Plans, payments, and renewals

Prices, included minutes, features, setup fees, taxes, renewal dates, and any overage or add-on charges will be shown before purchase or set out in an agreed proposal/order form. Unless VAT is shown at checkout or on an invoice, prices are not stated as VAT-inclusive because Tustra Limited is not currently VAT registered.

Unless agreed otherwise, subscriptions renew monthly in advance. You authorise us and our payment provider to charge the payment method you provide for recurring fees, setup fees, add-ons, and agreed usage charges.

If payment fails, we may suspend or restrict the service until payment is made. You remain responsible for charges incurred before cancellation or suspension.

30-day money-back guarantee

First-time Dog and Bone customers buying for a UK trade business may request a refund within 30 days of their first payment if they have completed onboarding and made a reasonable attempt to use the product.

• Starter and Hound: the guarantee applies to the first monthly package payment.
• Top Dog: the guarantee applies to the first monthly package payment. The £99 setup fee covers onboarding and custom setup work and is non-refundable once setup work has started, unless we agree otherwise in writing.
• Tailored: setup fees are non-refundable once scoping, build, integration, or custom work starts. Refund, exploration month, minimum term, and cancellation rules are agreed during scoping or in the order form.

The guarantee does not apply to misuse, abuse, repeated refund attempts, non-payment, failure to provide required setup information, or use outside the intended B2B trade-business purpose.

Cancellation

Starter and Hound are monthly rolling unless agreed otherwise. Top Dog has a 3-month minimum term unless agreed otherwise in writing. Tailored normally has a 6-month or 12-month minimum term depending on custom work, integrations, support, and committed call volume. After any minimum term, you can cancel future subscription renewals before your next billing date by contacting info@dogandboneai.co.uk.

Cancellation stops future renewals. It does not normally create a pro-rata refund for a billing period already started, except where the 30-day money-back guarantee applies or where we are legally required to provide one.

After cancellation, we may remove access to the app, stop call handling, release or disable numbers, archive or delete data in line with our retention rules, and end integrations.

Call numbers, forwarding, and integrations

Where we provide or configure phone numbers, call forwarding, calendar integrations, messaging integrations, or third-party workflows, these depend on third-party providers and correct setup. You must not represent that you own a number, workflow, or integration unless ownership or portability has been agreed in writing.

If you leave Dog and Bone, number transfer, export, or handover options depend on the provider, the package, your account status, and any agreed handover process. If a number is provided or managed by Dog and Bone, you may request a transfer where technically and commercially possible. Transfers require all outstanding invoices to be paid and may be subject to an admin or provider fee.

Data protection

Each party will comply with applicable data protection laws. Where we process caller or lead personal data on your behalf, we will process it to provide Dog and Bone and follow your lawful instructions, unless the law requires otherwise.

You are responsible for deciding what caller data should be collected, how long it should be kept, whether calls should be recorded, and what notices should be given to callers. Live production calls are not used for training by default unless you opt in or agree this with us. Our Privacy Notice explains how we handle personal data.

Acceptable use

You must not use Dog and Bone to harass people, break the law, collect unnecessary sensitive data, mislead callers, impersonate others, send spam, interfere with the service, reverse engineer the product, or attempt to bypass usage limits or security controls.

Intellectual property

We and our licensors own the Dog and Bone product, website, software, prompts, workflows, templates, designs, brand, and underlying technology. You receive a limited right to use the service during your active subscription.

You own your business information and customer lead information, subject to the rights we need to provide, secure, support, and improve the service.

Availability and changes

We aim to provide a reliable service, but Dog and Bone depends on third-party services including hosting, AI models, telephony, voice providers, messaging, databases, payments, email, and calendars. We do not guarantee uninterrupted or error-free availability.

We may update, improve, replace, suspend, or remove features where needed for security, reliability, legal compliance, supplier changes, product improvement, or commercial reasons.

Liability

Nothing in these terms limits liability that cannot legally be limited, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

Dog and Bone is a business tool. We are not liable for indirect or consequential loss, loss of profit, loss of revenue, loss of goodwill, lost contracts, lost opportunities, or business interruption, except where the law does not allow us to exclude that liability.

Subject to the above, our total liability for claims connected with the service is limited to the fees you paid to us for Dog and Bone in the 3 months before the event giving rise to the claim, unless a different liability cap is agreed in writing.

Changes to these terms

We may update these terms from time to time. If a change materially affects active customers, we will give reasonable notice where practical. Continued use of the service after changes take effect means you accept the updated terms.

Governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, unless we agree otherwise in writing.