Terms of service
01. Agreement to these terms
By signing up to Graftap or using any part of our service, you agree to be bound by these Terms of Service ("Terms"). Please read them carefully.
These Terms form a legally binding agreement between you ("you", "your") and Graftap ("we", "us", "our").
If you do not agree to these Terms, you must not use Graftap.
These Terms apply to tradespeople who sign up to receive leads via Graftap. Separate terms apply to end customers who interact with Graftap via WhatsApp — see Section 6.
02. What Graftap provides
Graftap is a WhatsApp-based job capture and routing service that:
- Provides a WhatsApp number that answers customer enquiries on your behalf
- Collects job details from customers via an AI-powered conversation
- Delivers lead summaries to your WhatsApp number
- Allows you to accept or decline leads via WhatsApp reply
Graftap is a lead delivery service only. We do not guarantee that leads will result in completed jobs. We do not act as an agent or intermediary between you and customers. Any contract for work is solely between you and the customer.
⚠️ Graftap does not verify the identity or legitimacy of customers who submit enquiries. You are responsible for conducting your own due diligence before agreeing to any job.
03. Your account
To use Graftap you must:
- Be at least 18 years of age
- Be a legitimate self-employed tradesperson or trade business operating in the UK
- Provide accurate and complete information during signup
- Keep your account information up to date
- Hold any licences, certifications or registrations required for your trade
You are responsible for all activity that occurs under your Graftap account. You must not share your account with others or allow others to use your Graftap WhatsApp number without our permission.
We reserve the right to suspend or terminate accounts that provide false information, violate these Terms, or are used in a manner that could damage Graftap or other users.
04. Plans and payment
Graftap offers the following plans:
| Plan | Price | Accepts/mo |
|---|---|---|
| Lite trial | Free for 30 days | 15 |
| Beta trial | Free for 60 days (invite only) | 15 |
| Lite | £14.99/mo | 15 |
| Essentials | £29.99/mo | 30 |
| Pro | £49.99/mo | 60 |
Graftap Lite trial: New accounts receive 30 days of Lite access at no charge. No card is required. After 30 days, your account moves to a read-only state unless you subscribe to a paid plan.
Essentials & Pro: Billed monthly or annually. Annual billing is billed as a single upfront payment and works out cheaper. Payment is due at the start of each billing period. We use Stripe as our payment processor — by subscribing you also agree to Stripe's terms.
Cancellation: You may cancel your Pro subscription at any time. Cancellation takes effect at the end of the current billing period. No refunds are provided for partial months.
Price changes: We may change our pricing with 30 days notice. Continued use after a price change constitutes acceptance of the new price.
05. Acceptable use
You agree to use Graftap only for legitimate trade business purposes. You must not:
- Use Graftap for any unlawful purpose or in violation of any UK law or regulation
- Use Graftap to harass, abuse, or harm customers or other users
- Misrepresent your qualifications, certifications, or trade credentials to customers
- Accept leads for work you are not qualified or legally permitted to carry out
- Use Graftap to collect customer data for purposes other than responding to their enquiry
- Attempt to reverse engineer, copy, or replicate any part of the Graftap service
- Use automated tools to interact with Graftap beyond normal usage
- Resell or sublicense access to Graftap without our written permission
⚠️ Gas engineers must hold a valid Gas Safe registration. Electricians must comply with Part P notification requirements. You are solely responsible for ensuring your work meets all applicable UK regulations and standards.
06. Customer enquiry data
When a customer submits an enquiry through your Graftap number, their personal data (name, phone number, location, job details) is collected by Graftap and forwarded to you via WhatsApp.
By using Graftap you agree that:
- You will use customer data only for the purpose of responding to their enquiry
- You will not use customer data for unsolicited marketing without their explicit consent
- You will handle customer data in accordance with UK GDPR
- Your registered WhatsApp number may be shared with customers as a fallback contact if your Graftap service becomes unavailable (for example, if your trial expires or your account is paused due to non-payment). You are informed of this at signup.
- You will delete customer data when it is no longer needed
- You will not sell or share customer data with third parties
Graftap provides customers with a summary of how their data is used when they interact with your Graftap number. You are an independent data controller for any customer data you receive via Graftap.
Right to erasure: Data subjects may request deletion of their personal data by contacting our contact form. Requests will be actioned within 30 days in accordance with UK GDPR Article 17.
06b. Data retention
We retain personal data only as long as necessary. Our retention periods are:
- Lead records (customer PII) — 12 months from the date of enquiry. After 12 months, personal data (name, phone number, location) is anonymised. Anonymised statistics are retained indefinitely.
- Tradesperson account data — retained while active and for 30 days after an erasure request, then anonymised.
- Payment records — 7 years (HMRC requirement), held by Stripe.
- Usage logs — 90 days, then automatically purged.
You may request erasure at any time via your dashboard or our contact form. Requests processed within 30 days under UK GDPR Article 17.
07. Service availability
We aim to provide Graftap on a 24/7 basis but we do not guarantee uninterrupted availability. The service may be unavailable due to:
- Scheduled maintenance (we will provide notice where possible)
- Unplanned technical issues
- Third-party service outages (Twilio, Groq, Supabase)
- Circumstances beyond our reasonable control
We will not be liable for any losses arising from service unavailability. For critical business communications, you should maintain alternative contact methods.
💡 We recommend keeping your own phone number visible to customers (on your van, website, etc) as a backup alongside your Graftap number.
08. Limitation of liability
To the maximum extent permitted by UK law, Graftap's total liability to you for any claim arising from these Terms or your use of the service shall not exceed the total amount you have paid to Graftap in the 3 months preceding the claim.
We are not liable for:
- Loss of profit, revenue, or business opportunity
- Loss of data or information
- Indirect, consequential, or special losses
- Losses arising from your reliance on leads delivered by Graftap
- Losses arising from the actions of customers who contact you via Graftap
- Losses arising from third-party service outages
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.
09. Termination
By you: You may close your Graftap account at any time by contacting us at our contact form. On closure your data will be retained for 12 months then permanently deleted in accordance with our Privacy Policy.
By us: We may suspend or terminate your account immediately if:
- You breach these Terms
- We reasonably suspect fraudulent or abusive use
- You fail to pay Pro subscription fees
- We are required to do so by law
On termination, your right to use the service ends immediately. Any outstanding Pro subscription fees remain due.
10. Changes to these terms
We may update these Terms from time to time. When we make significant changes we will:
- Update the "last updated" date at the top of this page
- Notify Pro subscribers via WhatsApp at least 14 days before changes take effect
Your continued use of Graftap after changes take effect constitutes acceptance of the updated Terms. If you do not accept the new Terms, you must stop using Graftap and close your account.
11. Governing law
These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
These Terms constitute the entire agreement between you and Graftap regarding your use of the service, superseding any prior agreements.
12. AI-Powered Features
Graftap uses artificial intelligence to respond to customer enquiries on your behalf. By using Graftap you acknowledge:
AI limitations: The AI may occasionally make errors or misunderstand messages. Graftap is not liable for any loss of business or reputation damage arising from AI errors.
Your responsibility: You are responsible for reviewing lead cards and following up with customers. Graftap does not guarantee all enquiries will be captured or categorised correctly.
AI disclosure: When customers directly ask if they are speaking to a human, the AI will disclose it is automated. You must not use Graftap to deceive customers.
Data processing: Customer messages are processed by Groq (AI inference provider) to generate responses. Messages are not stored by Groq beyond the immediate request. You confirm you have a legitimate basis under UK GDPR to process customer data in this way.
13. Refund Policy
Free trial: No charges apply during your free trial period. No card is required.
First 14 days of paid subscription: If you are not satisfied within the first 14 days of your first paid subscription, contact us for a full refund.
After 14 days: Subscriptions are non-refundable. You may cancel at any time from your dashboard and your subscription will continue until the end of the current billing period. No partial-month refunds are issued.
Mid-cycle cancellation: Cancelling part-way through a billing period does not entitle you to a refund for the unused portion. Access continues until the billing period ends.
PAYG credits: Pay-as-you-go credits are non-refundable once purchased. Unused credits roll over each month and do not expire while your account is active.
Beta accounts: Beta trial accounts are provided free of charge for the duration of the beta period. No refunds apply as no charges are made.
Disputes: Contact us via our contact form within 30 days of any disputed charge.
14. Contact
If you have any questions about these Terms, please contact us: