Legal information
Terms of service
Last updated 19 October 2026
The Trade Hook is operated by HAMILTON HOMEWARE LTD (registered in England and Wales, company number 16146583, registered office 81 Priest Avenue, Canterbury, CT2 8PP). In these terms “we” and “us” mean HAMILTON HOMEWARE LTD.
These terms govern business use of The Trade Hook. The service is provided for trade and service businesses, not for personal or household use.
1. The service
The Trade Hook helps a business respond to unanswered calls. When the business has correctly configured call forwarding, an unanswered call may reach a recovery number, receive a business greeting, allow voicemail and trigger a text asking what the caller needs. Replies, recordings, readable voicemail and enquiry details may then appear in the business inbox.
2. Your account
You must provide accurate business and contact details, keep login details secure and promptly tell us about suspected unauthorised access. Your account is for your own business. You must not use another business account or attempt to access another customer’s enquiries.
3. Your phone connection
You remain responsible for your normal business number, phone provider and forwarding charges. Forward only calls that are not answered. Do not forward every call. You must complete the connection check before relying on the service and remove forwarding when the service ends.
4. Customer communications
You are responsible for your relationship with callers and for responding appropriately. You must ensure that your use of calls, texts, voicemail and customer information is lawful. The service does not provide emergency call handling and must not be used where a delayed response could put somebody at risk.
5. Third party services
The service depends on communications, transcription, email and payment providers. These may include Twilio, OpenAI, an email delivery provider and Stripe where those features are enabled. Their networks and services may be unavailable or delayed beyond our control.
6. Availability and changes
We aim to operate the service reliably but do not promise uninterrupted or error free availability. Maintenance, provider outages, carrier behaviour, internet failure or circumstances outside reasonable control may affect calls, texts, recordings or the inbox. We may make reasonable changes needed for security, reliability or legal compliance.
7. Usage and fair use
Your plan may include limits for calls, texts, recording time or transcription. Protective limits may pause chargeable activity. You must not use the service for spam, harassment, unlawful content, automated abuse, fraud or activity that harms another person or service.
8. Fees and payment
Any price, allowance, billing period and payment terms will be agreed with you before paid service begins. Where subscription billing is enabled, failure or cancellation may suspend chargeable recovery activity. Provider or carrier charges outside our service may still apply.
9. Suspension, cancellation and offboarding
We may suspend service to protect customers, control unexpected costs, respond to nonpayment or investigate misuse. Cancellation does not itself remove call forwarding. You must confirm forwarding has been removed before recovery resources can be safely closed. Phone numbers assigned for recovery are not transferred to you and may remain quarantined after use.
10. Intellectual property
The Trade Hook service, software, branding and site content remain ours or our licensors’. You retain rights in your business information and customer content. You give us permission to process that information only as needed to provide, secure and operate the service.
11. Results and liability
The service helps organise missed call enquiries but does not guarantee callers, leads, bookings, revenue, transcription accuracy or successful delivery by a carrier. Nothing excludes liability that cannot legally be excluded. Subject to that, we are not responsible for indirect loss, lost profit, lost opportunity or loss caused by incorrect forwarding, unavailable third party services or failure to follow setup instructions.
12. Ending access
We may end access for serious or repeated breach, unlawful use, security risk or nonpayment. We will use reasonable steps to preserve safe offboarding and existing records where appropriate.
13. Governing law
These terms are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, unless mandatory law requires otherwise.
Contact
The service is operated by HAMILTON HOMEWARE LTD. Contact hello@thetradehook.co.uk.