Ekko Labs

Terms of service

Last updated: 2 November 2026

These terms apply when a business (you) uses the Ekko Labs call compliance platform (the platform) or our phone service. They are made with Callshield Limited, trading as Ekko Labs, a company registered in England and Wales with number 15060728 (we, us).

Our services are for businesses only, not for consumers.

1. The agreement

1.1 The agreement is made up of:

  • the order form or proposal you accept, which sets out the services, the number of users, the fees and the term;
  • these terms;
  • our data processing agreement (DPA).

1.2 If they conflict, the order form wins, then the DPA, then these terms. A signed agreement that you have with us overrides these terms where they conflict.

1.3 You accept these terms by signing or accepting an order form, or by using the services.

2. The services

2.1 The platform records or receives your firm’s calls, transcribes them, and analyses them against compliance checks and scorecards that you choose. It shows the results, lets your staff review them, and provides reports, exports and a CRM.

2.2 The phone service gives your users phone numbers and calling in the browser. It records calls and sends them to the platform. Section 7 sets out terms that apply only to the phone service.

2.3 We may change and improve the services. We won’t reduce their core functions materially during your term without telling you first.

3. Your accounts and users

3.1 You decide who in your firm gets an account and which role each person has. You’re responsible for what your users do in the services, and for removing access when someone leaves.

3.2 Users must keep their sign-in details secure and not share accounts. Tell us at once if you think an account has been misused.

4. Your responsibilities

4.1 Telling callers. You’re responsible for telling the people on your calls that their calls are recorded and analysed, and for having a lawful basis to do so. That includes your staff and the people they speak to. This is usually done in your privacy notice and with a recorded message or statement at the start of calls.

4.2 Your compliance stays yours. The platform helps you monitor calls. It is a tool, not legal, regulatory or compliance advice. Its transcripts, scores, flags and summaries are produced by AI models and can be wrong or incomplete. You remain responsible for your regulatory obligations, including those to the FCA, and for the decisions you take. A person at your firm should review results before relying on them.

4.3 Acceptable use. You must not use the services:

  • in breach of any law, including data protection, telecommunications and electronic marketing law;
  • to make nuisance, fraudulent or unsolicited marketing calls;
  • to try to get into accounts, data or systems that aren’t yours, or to test, probe or disrupt the services without our written agreement;
  • to copy, resell or reverse-engineer the services, or to build a competing product from them;
  • to upload malware, or content that you have no right to use.

5. Fees and payment

5.1 You pay the fees in the order form. Unless it says otherwise, fees are per user per month, invoiced monthly in advance, and due within 30 days of the invoice date. Fees don’t include VAT, which we add where it applies.

5.2 If an invoice is overdue, we may charge interest under the Late Payment of Commercial Debts (Interest) Act 1998. If it is more than 30 days overdue and we have reminded you in writing, we may suspend the services until it is paid.

5.3 We may change our fees from the start of a renewal term. We’ll give you at least 60 days’ written notice.

6. Data

6.1 Your data stays yours. Recordings, transcripts, the results we produce from them, and anything else you or your users put into the services are yours. You give us the right to use them only to provide, support and secure the services for you.

6.2 Data protection. We process personal data in your data as your processor, under the DPA, which forms part of the agreement. Our privacy policy explains how we handle the personal data we control ourselves.

6.3 AI models. We don’t use your data to train AI models, and our AI providers don’t use it to train theirs.

6.4 Service data. We may use data about how the services are used and perform, without your content and in a form that doesn’t identify individuals, to run and improve the services.

6.5 When the agreement ends. For 30 days after the agreement ends, you can export your data. After that we delete it, as the DPA sets out, unless the law requires us to keep it.

7. The phone service

7.1 Emergency calls. You can call 999 and 112 using the phone service. Because the service runs over the internet:

  • emergency calls won’t work if you lose internet access or power, or if our service or our carrier’s network is down;
  • emergency services may not get your location automatically. Each number must have the correct address registered with us, and you must tell us when it changes.

Make sure your users know this, and have another way to call emergency services, such as a mobile phone.

7.2 Numbers. We provide numbers through our carrier. The numbers are allocated to us, not to you. You can port numbers you already have into the service, and port your numbers out when you leave. We’ll process porting requests in line with Ofcom’s rules.

7.3 Ofcom’s General Conditions. We provide the phone service in line with Ofcom’s General Conditions of Entitlement. Where a condition gives you more rights than these terms, it applies.

7.4 Fair use. Calls must be for your normal business. We may suspend numbers that are being used for nuisance calls, fraud or traffic pumping, and we’ll tell you why.

8. Availability and support

8.1 We aim to keep the services available at all times, apart from planned maintenance. We’ll give advance notice of planned maintenance where we can.

8.2 Email support at hello@ekkolabs.co.

9. Confidentiality

Each of us will keep the other’s confidential information confidential, and use it only for the agreement. This doesn’t apply to information that is public, that was already known to the receiving party, that was received lawfully from someone else, or that must be disclosed by law or a regulator. This section continues after the agreement ends.

10. Intellectual property

We own the services and everything we use to provide them, including our software, models, checks and documentation, other than your data. If you give us feedback, we may use it freely.

11. Liability

11.1 Nothing in the agreement limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that can’t be limited by law.

11.2 Neither of us is liable for loss of profits, revenue, business or goodwill, or for any indirect or consequential loss.

11.3 Subject to 11.1, each party’s total liability under or in connection with the agreement, in any 12-month period, is limited to the fees paid and payable by you in the 12 months before the event that gave rise to the claim. This cap doesn’t apply to your obligation to pay the fees.

11.4 We provide the services with reasonable skill and care. Beyond that, to the extent the law allows, we don’t give any other warranties. In particular, we don’t warrant that the services, or the AI results, will be error-free or uninterrupted, or that they will detect every compliance issue.

12. Term and ending the agreement

12.1 The agreement starts when you accept an order form, and runs for the term it sets out. It renews for the same length unless either of us gives written notice at least 30 days before the end of the term.

12.2 Either of us may end the agreement at once by written notice if the other:

  • seriously breaks it and doesn’t put that right within 30 days of being asked to; or
  • becomes insolvent.

12.3 When the agreement ends, your access ends and section 6.5 applies. Sections that by their nature should continue, such as confidentiality, liability and payment of fees due, do continue.

13. General

13.1 Events outside our control. Neither of us is liable for delay or failure caused by events outside our reasonable control.

13.2 Changes to these terms. We may update these terms. We’ll give you at least 30 days’ notice of a change that materially affects you. A change takes effect for you at your next renewal, unless you agree to it sooner or the law requires it.

13.3 Assignment. Neither of us may transfer the agreement without the other’s written consent, which can’t be unreasonably refused. We may transfer it to a company that takes over our business.

13.4 Notices. Notices must be in writing, by email to the address in the order form, or for us to hello@ekkolabs.co.

13.5 Whole agreement. The agreement is the whole agreement between us about its subject. No one else has rights under it.

13.6 Law and courts. The agreement, and any dispute about it, is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.