What you are agreeing to, and with whom.

Who you are contracting with

These terms are between Kluup Limited (“Kluup”, “we”, “us”), company number company number not yet supplied, registered office registered office not yet supplied, and the organisation that creates a workspace (“you”, “the Customer”). VAT number VAT number not yet supplied. Written notice to us goes to contact email not yet supplied.

These terms cover the commercial relationship. How your data is handled is governed by the data processing agreement, which is presented and accepted in the product when your workspace is created and forms part of this agreement. Read it before you sign up.

What Kluup provides

Kluup ingests recordings of your sales calls, transcribes them on infrastructure we operate, scores each call against a scorecard configured for your organisation, judges the lead against a separate set of gates, and presents the result with the verbatim words behind each judgement. What the product does and does not do is described on the product page, including what it deliberately does not do.

We may change the product. We will not remove the rep's own view, the dispute route or the audit record, because clause 10 makes those permanent.

Seats, and what a seat is

A seat is a rep whose calls are ingested and scored. It is not a login. Billing is per rep provisioned, not per person who signs in, and read-only logins are free and unlimited — managers, directors and anyone else who only reads results costs nothing.

All prices are in pounds sterling and exclude VAT.

What a seat includes

Every allowance below is pooled across your organisation rather than held per rep, so one busy rep is not blocked while quieter ones leave headroom unused.

A call too short to contain a conversation is gated out before it reaches a model. It costs nothing, consumes no allowance, and is still counted as a call attempted so that coverage figures stay honest.

Extra usage, and the spend cap

Beyond the included breakdowns you may buy more at £1.75 each, or a pack of 25 for £34.99 (£1.40 each), also pooled.

We will not bill you for something you did not agree to. When the pooled allowance reaches zero the product stops and asks: a manager has to approve the spend explicitly before anything further is produced. You may also set your own cap on overage, so there is a ceiling you chose as well as a question you have to answer.

The trial

14 days, 10 full breakdowns, no payment card. Because no card is taken, nothing is charged when it ends — there is no subscription to cancel and no automatic conversion to a paid plan. At the end of the trial the workspace stops analysing new calls until seats are bought.

The founding rate

£59 per seat per month is a founding rate, not the long-term list price. Early customers are held at it for twelve to twenty-four months in exchange for reference and case-study terms, which are agreed separately and in writing. It is said here rather than left to be discovered at a first renewal.

Any change to your rate takes effect no earlier than notice period for a price change not yet settled.

Additional call types

2 call types are included — outbound plus demos, or outbound plus inbound, each with its own dimensions, gates and playbook. A third and any beyond it are £69 per month each.

The slots are included; the labour of calibrating a scorecard against roughly thirty of your real calls is £2,500 per scorecard and is optional — a self-serve customer fills a slot from the product's own scorecard generator instead.

The Enterprise package

An optional add-on, not a second product. £500 per month on top of seats, not instead of them, plus £2,500 calibration per scorecard. Seats remain £59.

Published minimum engagement: £1,680 per month. There is no headcount requirement — the package is gated by need at any size. It covers SSO and SCIM, a security review, an SLA'd dispute workflow with export, data residency, an uptime commitment, a named contact and unlimited call types, and it is delivered against a signed engagement rather than shipped speculatively.

What every account gets, whatever it pays

A data processing agreement, the rep's own view of their scores with the evidence behind them, a route for a rep to dispute a score, and a core audit record are included in every account at no extra cost and cannot be switched off.

That is a legal position rather than a pricing choice. Article 28 of the UK GDPR makes a data processing agreement a precondition of lawful processing, and the Data (Use and Access) Act 2025 together with the Article 22 safeguards make the rep-facing view and the dispute route obligations of an employer using scores in decisions. They were never ours to sell as premium features.

Single-track recordings

If your phone system records a single mixed track rather than one track per speaker, Kluup provides activity, the lead gates, the verdict and the score, and does not provide the deep breakdown, quotes attributed to a speaker, talk ratio or the call timeline. We will not infer who spoke, because a coaching note that puts the wrong words in a rep's mouth is worse than no note.

This is checked by sampling one of your recordings when a source is connected, and it carries no discount. The full policy and the reasoning are published at pricing, single-track recordings, before you sign up rather than after.

Your data

You are the controller of the personal data in your recordings and we are the processor. We process it only on your documented instructions, which are the things you do in the product. No data crosses a tenant boundary for any purpose, including improving Kluup, and nothing you upload is used to train, tune or evaluate anything for anybody but you.

Recordings are deleted after 90 days from the call date and that window cannot be lengthened by anyone. Transcripts are never written to disk. The retention table, the sub-processor list and the deletion routes are in the data processing agreement and summarised on the security page.

Your obligations

• You are responsible for having a lawful basis for recording the calls you send us, and for telling the people on them what you record and why.
• You are responsible for any decision you take using a score. Kluup neither makes nor recommends employment decisions; it produces scores traceable to the words that justified them, and a person reads them.
• If you use a score in a review, a bonus, a promotion or a dismissal, you are responsible for meaningful human involvement, for explaining the logic to the person affected, and for giving them a route to contest it. Clause 10 exists so that you can.
• You must not use Kluup to infer a person's emotional state, and the product will not help you: it never infers emotion from a voice, in any jurisdiction. See the red line on the security page.
• You are responsible for the accounts you invite and for keeping your own credentials secure.

Availability and support

The product carries no uptime commitment. An uptime commitment, an SLA'd dispute workflow and a named contact are what the Enterprise package sells; it would be dishonest to imply they come with a seat.

Our staff do not read your calls, and there is no support path that needs to.

Term, cancellation and deletion

commitment length, notice and cancellation not yet drafted

Whatever those terms turn out to be, this does not change: you can delete by contact, by rep, or the whole organisation, from inside the product at any time, and each leaves no residue in the database, in storage or in the ledger — except that the billing ledger keeps the money under an opaque reference for 7 years because accounting law requires it. On termination we delete everything on the same basis and the retention windows stop applying.

What is not settled yet

13 facts these terms need are not yet known, and each appears above as a visible marker rather than as something plausible. They are listed here so that nobody has to hunt for them, and the build that publishes this site fails while any of them is still missing.

• The company number, registered office, VAT number and contact address — clause 1.
• The commitment length, the notice period and the cancellation terms — clause 15.
• The notice period for a change to your rate — clause 7.
• The limitation of liability and the indemnities: limitation of liability and indemnities not yet drafted.
• Governing law: governing law not yet settled. Jurisdiction: jurisdiction not yet settled.

Two more open questions belong to the product rather than to these terms, and are published for the same reason: whether Kluup is a high-risk system under the EU AI Act for EU deployments has not been assessed, and the data protection impact assessment is awaiting review and signature. Both are set out on the security page.