Terms of Service

Last updated 12 July 2026

These Terms of Service (the Terms) are a contract between the business or organisation accepting them (Customer, you) and Totally Comms, trading as Totally Called (we, us). They apply when you create an account, start a trial, or use Totally Called (the Service). The person accepting these Terms confirms that they are authorised to bind the Customer. The Service is for business use only and is not offered to consumers.

1. The Service

Totally Called provides business calling, SMS, optional call recording, phone-number management, and related activity logging within Pipedrive. Features may depend on your country, number type, plan, carrier approval, Pipedrive configuration, and third-party services. We may use affiliates and service providers to operate the Service.

The Service is not a traditional telephone service, does not replace your mobile or fixed line, and must not be your only way to make or receive important calls. Internet, power, Pipedrive, carrier, or third-party failures may make it unavailable.

2. Accounts and administrators

You must provide accurate information, keep it current, protect credentials and devices, and promptly tell us about suspected unauthorised use. You are responsible for everyone you invite, their permissions, and all activity under your account. Account administrators may access and control Customer data, settings, recordings, numbers, billing, and users. You must remove access when it is no longer required.

3. Trial, number activation and eligibility

A new Customer may receive one 14-day trial unless we state otherwise. No payment card is required to begin the standard trial. Trial features, destinations and volumes may be limited. Phone-number activation can require identity, address, business, emergency-address, or regulatory information and carrier approval. Approval times are estimates, and we cannot guarantee that a requested number or capability will be available.

You may use verified caller ID for eligible outbound calls before a new number is active. You authorise us and our carriers to submit the information you provide for number, messaging, caller-ID, fraud-prevention, and regulatory checks, and confirm that it is complete and lawful to use.

4. Charges, taxes and payment

Current subscription prices, included allowances and usage rates are shown on the pricing page or an order form agreed with you. Usage is measured by our and our carriers' records; SMS is charged by carrier segment, so one visible message may use more than one segment. Unless stated otherwise, subscriptions renew automatically for the same billing period until cancelled.

You authorise Stripe to charge your chosen payment method for subscriptions, usage, additional numbers, applicable taxes, and other agreed charges. Charges are exclusive of taxes unless expressly stated. You must raise a good-faith billing dispute within 30 days of the charge and pay undisputed amounts when due. Except where law requires otherwise, charges already incurred are non-refundable and plan allowances do not roll over or have cash value.

5. Customer responsibilities and acceptable use

You must use the Service lawfully and must not use it to:

• make or send unlawful, fraudulent, deceptive, abusive, threatening, harassing, or unsolicited communications;
• send bulk or automated traffic without all required consent, notices, registrations, and opt-out mechanisms;
• misrepresent caller identity, spoof a number you are not entitled to use, evade carrier controls, or interfere with emergency services;
• infringe privacy, intellectual-property, confidentiality, or other rights;
• probe, disrupt, overload, reverse engineer, bypass security or usage limits, or provide access to the Service to an unauthorised third party; or
• use the Service for medical, safety-critical, high-risk, or regulated activity where a failure could cause death, personal injury, or serious harm.

You are responsible for contact lists, calling hours, consents, suppression lists, marketing rules, number registrations, and the content of your communications. We may block traffic or suspend access where reasonably necessary to protect people, the Service, our suppliers, or carrier networks, or to comply with law.

6. Emergency calls

Do not rely on Totally Called for emergency calls. Emergency calling may be unavailable, limited by country or number, or fail to provide accurate location or callback information. Keep an independently powered mobile or fixed telephone available and use it for emergency services. You must tell every user of this limitation and keep any emergency address we request accurate. Nothing in these Terms promises emergency-calling capability.

7. Call recording and communications compliance

You decide whether recording is enabled and act as controller of your calls, messages, recordings and CRM data. You are solely responsible for determining whether recording is lawful, configuring an appropriate announcement, obtaining every required consent, and meeting industry rules. You must not record payment-card details, health information, or other sensitive data unless you have established a lawful, secure process for doing so. We provide technical controls, not legal advice.

8. Customer data and data protection

As between the parties, you retain rights in data submitted to or generated through your account (Customer Data). You instruct us to process Customer Data to provide, secure, support and improve the Service, prevent fraud, comply with law, and perform these Terms. You confirm that you have all rights and lawful bases needed to give us those instructions.

Our Privacy Policy explains our handling of personal data. Where we process personal data on your behalf, the parties must put an appropriate data processing agreement in place where required by law. Contact privacy@totallycomms.com to request one.

9. Connected and third-party services

The Service interoperates with Pipedrive and relies on providers including Twilio, AWS, Stripe and PropelAuth. Your use of their separate services may be subject to their terms. You authorise us to exchange Customer Data with connected services at your direction. We are not responsible for a third party's products, acts, changes, suspension, security, or availability, but we remain responsible for our obligations under applicable law.

10. Intellectual property and feedback

We and our licensors own the Service, software, branding, documentation and all related intellectual-property rights. During the subscription, we grant you a limited, non-exclusive, non-transferable, revocable right to use the Service internally in accordance with these Terms. No other rights are granted. If you give us feedback, you permit us to use it without restriction or payment, provided we do not identify you publicly without permission.

11. Availability, support and changes

We aim to provide a reliable Service but do not promise uninterrupted or error-free operation and do not offer a service-level agreement unless an order form says so. We may maintain, change or discontinue features to improve safety, comply with law, respond to supplier changes, or develop the Service. We will give reasonable notice of a material reduction in core paid functionality where practicable. Beta or trial features are provided as available and may change or end without notice.

12. Suspension

We may suspend all or part of the Service for overdue payment, security risk, suspected fraud, unlawful use, material breach, carrier or regulatory instruction, or harm to the Service or others. Where practicable, we will explain the reason and give you a reasonable opportunity to remedy it. Seven days after billing suspension, inbound calls may stop routing. Sixty days after suspension, active numbers may be released and might not be recoverable.

13. Cancellation and termination

You may cancel at any time through available account controls or by contacting support@totallycalled.com. Cancellation stops the next renewal but does not reverse charges already incurred. Either party may terminate for a material breach not remedied within 14 days after written notice, or immediately for an irremediable breach, insolvency, unlawful use, or where continued service is prohibited.

On termination, your right to use the Service ends. You remain responsible for accrued charges. We may retain Customer Data while reasonably needed for account closure, legal obligations, disputes and backups, then delete or anonymise it in accordance with the Privacy Policy. You should export information you need from Pipedrive before termination. Clauses intended by their nature to survive termination do so.

14. Warranties and disclaimers

We will provide the Service with reasonable care and skill. Subject to that promise and to the fullest extent permitted by law, the Service is provided “as is” and “as available”; we exclude implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any guarantee that communications will always connect, arrive, be recorded, or be written to Pipedrive.

15. Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Neither party is liable for indirect or consequential loss, or for lost profit, revenue, business, goodwill, anticipated savings, or data, except that this does not limit your obligation to pay charges or liability arising from unlawful communications, misuse of the Service, or infringement of our intellectual-property rights.

Subject to the previous paragraph, each party's total aggregate liability arising out of or relating to the Service in any 12-month period is limited to the fees paid or payable by you for the Service in that period. If you used only a free trial, our aggregate liability is limited to £100. The limits apply to all causes of action together and reflect the allocation of risk in the price.

16. General

Neither party is liable for delay caused by events beyond its reasonable control. You may not assign these Terms without our written consent; we may assign them as part of a reorganisation, financing, or sale of the business. These Terms, the Privacy Policy, applicable order form and any data processing agreement are the entire agreement about the Service. If there is a conflict, an order form prevails over these Terms for its subject matter. Failure to enforce a term is not a waiver. If part is unenforceable, the rest remains effective. No person other than the parties has a right to enforce these Terms.

17. Changes to these Terms

We may update these Terms. We will post the revised version and change the date above. For a material change, we will give reasonable advance notice through the Service or by email where practicable. Changes required by law, security, or a provider may take effect sooner. Continuing to use the Service after the effective date means you accept the revised Terms; if you do not agree, you must stop using and cancel the Service.

18. Governing law and disputes

These Terms and any non-contractual dispute are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that either party may seek urgent injunctive relief in any competent court. Before starting proceedings, each party will try in good faith for 30 days to resolve the dispute through written notice and discussion.

19. Contact

Notices and questions about these Terms may be sent to support@totallycalled.com. We may send notices to the account owner's email address or through the Service.