Terms of Service

1. About Royal Connect

Royal Connect provides an automated SMS receptionist service for Irish tradespeople. The service uses AI-assisted technology to answer inbound calls made to a designated phone number, categorise enquiries, and send SMS summaries to the tradesperson client. Royal Connect operates under Irish law and in compliance with ComReg regulations.

2. Eligibility

To use Royal Connect you must:

• Be a sole trader, partnership, or limited company operating lawfully in Ireland
• Be at least 18 years of age
• Be acting in the course of a business, trade, or profession (not as a consumer)
• Provide accurate and complete registration information
• Have a valid Irish mobile phone number to receive SMS notifications

3. The Service

3.1 What Royal Connect provides

• An Irish phone number (+353) that answers inbound calls on your behalf
• AI-assisted handling of inbound calls — categorised as booking, information, or emergency
• Instant SMS notification to your mobile phone summarising each call
• A daily email report summarising all calls received
• Setup and onboarding support

3.2 What Royal Connect does not provide

• Legal, financial, medical, or professional advice of any kind
• A guarantee that every call will be handled perfectly — AI systems may occasionally misclassify calls
• Emergency services — if a caller is in immediate danger, they should call 999 or 112
• Call recording storage — no audio recordings are retained by Royal Connect
• A Service Level Agreement (SLA) with guaranteed uptime percentage — see Section 3.3

3.3 Service availability

Royal Connect aims to provide a 24/7 service but does not guarantee uninterrupted availability. Scheduled maintenance, third-party outages (including Twilio, OpenAI, or Google), or circumstances beyond our control may result in temporary service interruptions. We will notify clients of planned maintenance in advance where possible. Credits or remedies for service interruptions are at Royal Connect's discretion.

4. Your Responsibilities

As a Royal Connect client, you agree to:

• Provide accurate business information during onboarding and keep it up to date
• Use the service only for lawful business purposes
• Not use Royal Connect to handle calls for illegal, fraudulent, or harmful activities
• Inform your customers that calls to your Royal Connect number are handled by an automated AI service
• Respond promptly to emergency call alerts received via SMS
• Comply with all applicable Irish laws, including your own data protection obligations to your customers
• Not attempt to reverse-engineer, misuse, or interfere with the Royal Connect platform
• Comply with ComReg regulations applicable to your use of SMS and telephone communications

5. Subscription and Payment

5.1 Plans

Royal Connect offers monthly subscription plans as set out on our website. All prices are in Euro (€) and inclusive of VAT where applicable under Irish law.

5.2 Billing

Subscriptions are billed monthly in advance via Stripe. Your subscription renews automatically on the same date each month unless cancelled. By providing payment details, you authorise Royal Connect to charge your payment method for the applicable subscription fee on each renewal date.

5.3 Cancellation

You may cancel your subscription at any time by contacting us at hello@royalconnect.ie. Cancellation takes effect at the end of the current billing period. No refunds are issued for partial months already billed.

5.4 Switching and Data Portability — EU Data Act

In accordance with Regulation (EU) 2023/2854 (EU Data Act), which entered into force on 12 September 2025:

• Right to switch: You may terminate your subscription with a maximum notice period of 30 days. Royal Connect will not impose contractual or technical barriers to switching to an alternative service provider.
• Data export: Upon request and prior to or within 30 days of termination, Royal Connect will provide you with an export of your call log data in a structured, commonly used, machine-readable format (CSV). This export will include call summaries, dates, and SMS notification records held during your subscription period.
• Data deletion: Following termination and data export, Royal Connect will delete your business data from active systems within 30 days, subject to our legal retention obligations under Irish tax law (see Privacy Policy, Section 12).
• No switching fees: Royal Connect will not charge any fee for data export or account transfer in connection with switching providers.

5.5 Failed payments

If a payment fails, we will notify you and attempt to retry the charge. If payment remains outstanding after 7 days, your service may be suspended until the outstanding balance is settled.

5.6 Price changes

We reserve the right to change subscription prices. We will notify you at least 30 days before any price change takes effect. Continued use of the service after the effective date constitutes acceptance of the new price. If you do not accept the new price, you may cancel in accordance with Section 5.3.

6. Data Protection and Data Processing Agreement

6.1 Roles under GDPR

The parties acknowledge and agree that for the purposes of the GDPR and the Data Protection Act 2018:

• You (the Client) are the Data Controller in respect of your customers' personal data — including the personal data of callers who contact your business number.
• Royal Connect is the Data Processor in respect of that caller data, processing it solely on your behalf and in accordance with your instructions as set out in these Terms.
• Royal Connect is also an independent Data Controller in respect of your own business account data (name, email, billing details).

6.2 Data Processing Agreement (Article 28 GDPR)

This Section 6 constitutes the Data Processing Agreement (DPA) between you (Controller) and Royal Connect (Processor) as required by Article 28 of the GDPR.

6.3 Processor obligations

Royal Connect as Processor agrees to:

• Process caller personal data only on documented instructions from the Client (i.e. to provide the service as described)
• Ensure that persons authorised to process data are bound by confidentiality obligations
• Implement appropriate technical and organisational security measures (Article 32 GDPR)
• Not engage sub-processors without informing the Client — current sub-processors include Twilio Inc., OpenAI L.L.C., Google LLC, Make.com, and Brevo (full list in Privacy Policy)
• Assist the Client in responding to data subject rights requests relating to caller data
• Delete or return all caller personal data upon termination of the agreement
• Provide all information necessary to demonstrate compliance with Article 28 GDPR upon reasonable request

6.4 Controller obligations

You as Controller agree to:

• Ensure you have a lawful basis for directing Royal Connect to process your callers' personal data
• Inform your callers that their calls are handled by an automated AI service (Royal Connect)
• Comply with your own obligations as Data Controller under GDPR and the Data Protection Act 2018

6.5 International transfers

Some sub-processors are located outside the EEA (including the USA). All such transfers are subject to Standard Contractual Clauses (SCCs) as set out in Royal Connect's Privacy Policy.

7. Intellectual Property

All intellectual property in the Royal Connect platform, website, branding, and technology belongs to Royal Connect. You are granted a limited, non-exclusive, non-transferable licence to use the service during your subscription period. You may not copy, reproduce, or distribute any part of the Royal Connect platform without our written consent. Royal Connect does not claim any ownership over your business data or call log data generated through your use of the service.

8. Confidentiality

Each party agrees to keep confidential any proprietary or sensitive information received from the other party in connection with these Terms, and not to disclose such information to third parties without prior written consent, except as required by law.

9. Limitation of Liability

To the maximum extent permitted by Irish law:

• Royal Connect is not liable for any indirect, consequential, or special loss arising from your use of the service
• Royal Connect is not liable for missed calls, miscategorised enquiries, or SMS delivery failures caused by third-party network issues
• Royal Connect is not liable for any loss of business, revenue, or profit resulting from service interruptions
• Our total liability to you in any 12-month period shall not exceed the total fees paid by you to Royal Connect in that same 12-month period

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot be excluded under Irish or EU law.

10. Indemnity

You agree to indemnify and hold Royal Connect harmless from any claims, losses, or damages (including reasonable legal fees) arising from: your use of the service in breach of these Terms; your violation of any applicable law or regulation; any claim by a third party (including your customers) arising from your business activities; or your failure to comply with your own data protection obligations as Data Controller.

11. Termination

Royal Connect may suspend or terminate your account immediately if:

• You breach these Terms and fail to remedy the breach within 7 days of written notice
• You use the service for illegal or harmful purposes
• You fail to pay subscription fees after a 7-day grace period
• We are required to do so by law or regulatory authority (including ComReg or the DPC)

Upon termination, your access to the service will cease and your data will be handled in accordance with Section 5.4 and our Privacy Policy.

12. Governing Law and Disputes

These Terms are governed by the laws of Ireland. Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the Irish courts. Before commencing legal proceedings, both parties agree to attempt to resolve any dispute informally by contacting hello@royalconnect.ie and allowing 30 days for good-faith resolution.

13. Regulatory Compliance

Royal Connect operates in compliance with:

• ComReg — Communications Regulation Acts 2002–2023; SMS Sender ID registered under Decision D14/24
• Revenue Commissioners — registered for Income Tax as Sole Trader (Ireland)
• CRO — registered business name (Ref: SR8979950)
• GDPR / Data Protection Act 2018 — registered Data Controller
• EU Data Act (Regulation EU 2023/2854) — data portability and switching rights honoured

14. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email at least 30 days before they take effect. If you do not accept the updated Terms, you may cancel your subscription in accordance with Section 5.3. Continued use of the service after the effective date constitutes your acceptance of the updated Terms. Previous versions are available upon request.

15. Severability

If any provision of these Terms is found to be invalid or unenforceable under Irish law, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.

16. Entire Agreement

These Terms, together with the Privacy Policy (which includes the Data Processing Agreement in Section 6 above), constitute the entire agreement between you and Royal Connect regarding the service and supersede all prior agreements or understandings.

17. Contact

For any questions about these Terms:

Royal Connect
Email: hello@royalconnect.ie
Website: https://royalconnect.ie
Registered in Ireland — CRO Ref: SR8979950