Terms of Service

CloudSecretary is operated by Yo Respondo Telesecretariado S.L. (tax ID B-85171379), registered in the Mercantile Registry of Madrid, registered office at Comunidad de Canarias 46, 28231 Las Rozas, Madrid, Spain. Contact: contact@cloudsecretary.com.

These terms govern use of this website and of the answering service. By opening an account you accept them.

CloudSecretary answers telephone calls on behalf of business clients. Depending on the plan and configuration, that includes: answering with the client’s greeting, following the client’s script, taking messages, screening callers, transferring calls live, booking appointments in the client’s calendar, and escalating urgent calls through the client’s contact list.

Calls are answered by trained people, in English and Spanish, 24 hours a day, every day of the year.

What the service is not

We do not provide legal, medical, financial or technical advice to callers, and our receptionists do not exercise professional judgment on the client’s behalf. We do not quote prices beyond what the client publishes, make commitments about timelines, or assess clinical urgency. We do not record calls by default. We do not take payment card details, bank details or other financial credentials over the phone.

You are responsible for the greeting, script, qualifying questions, escalation rules and never-say list you provide, and for keeping them accurate. You are responsible for the lawfulness of the instructions you give us, including any notice your own callers require.

You must not use the service for unlawful purposes, for calls you are not entitled to receive, or in any way that would require us to mislead a caller about who they are speaking to.

You keep your own telephone number. The service works by call forwarding, which you configure with your carrier and can disable at any time. Where we provide a dedicated number, it remains associated with the service and does not port out.

There is no setup fee for a standard configuration: one number, one script, one forwarding arrangement.

The unit is one answered call. A single call is one billable unit regardless of what happens inside it — a message, a booking, a transfer, a screening or an escalation. There are no per-action charges.

Not billable: spam and automated calls, calls disconnected in under ten seconds, calls abandoned before we answer, and wrong numbers.

Billable as separate calls: a caller who rings back on a later occasion, and each outbound call we make at your request.

Plan allowances and overage. Each plan includes a number of answered calls per month. Calls above the allowance are billed individually at the plan’s stated overage rate. Exceeding the allowance does not automatically move you to a larger plan.

Fair use. Plans assume an average of 3 minutes per call, including post-call work. If your account exceeds that average in two consecutive months we may propose moving you to Custom Operations. Any change applies going forward and is never applied retroactively.

Payment. Fees are charged monthly in advance to the payment method on file. Overage is billed in arrears.

Where you sign up under the first-month-free offer:

• The plan fee for the first month is waived.
• A 12-month agreement, card on file at signup, overage billed from month one, no setup fee applies.
• Eligible plans: Essential, Business, Growth and Scale (Flex excluded).
• Overage is billed from month one, including during the free month.
• The first plan charge falls in month two.

These conditions are stated on the offer page and on the pricing page as well as here.

Outside the introductory offer, plans run month to month.

You may change plan up or down by writing to contact@cloudsecretary.com; the change applies from your next billing cycle. You may cancel by writing to the same address, effective at the end of the current cycle. No phone call is required to cancel.

Where a minimum term applies under the introductory offer, cancellation before the end of that term is subject to the commitment you accepted at signup.

We may suspend or terminate an account for non-payment, for breach of these terms, or for use of the service that is unlawful or that exposes our staff to abuse. We will tell you why.

On termination, your call history is available for export in CSV.

Information captured on calls belongs to you, not to us. We process it under your instructions and for no other purpose. How we handle personal information is set out in our Privacy Policy, which forms part of these terms.

We aim to answer every forwarded call, and the service is designed to run continuously. We do not guarantee uninterrupted availability, and we are not responsible for failures in your carrier’s network, your call forwarding configuration, or third-party services outside our control. Any answer times or volumes published on this website are averages for information, not a guaranteed service level.

To the fullest extent permitted by law, we are not liable for indirect, incidental or consequential damages, including lost profits or lost business opportunities arising from a call that was missed, mishandled or misreported. Our total liability to you for any claim arising from the service is limited to the fees you paid us in the twelve months before the event giving rise to the claim. Nothing in these terms limits liability that cannot be limited by applicable law.

The website, its content and the service software belong to us or our licensors. Your script, greeting and instructions remain yours. Neither party may use the other’s trademarks without written permission.

We will post changes on this page and update the date. Material changes affecting account holders are notified by email at least 30 days in advance.

These terms are governed by the laws of Spain, where the operating company is established. Before bringing any claim, both parties agree to try in good faith to resolve the matter by written notice and discussion within 30 days. Disputes that cannot be resolved that way are submitted to the courts of Madrid, Spain. Nothing in this section deprives you of the protection of mandatory rules of the state or country where you are based, including the right to bring a claim there where the law gives you that right.

Yo Respondo Telesecretariado S.L. · Comunidad de Canarias 46, 28231 Las Rozas, Madrid, Spain · contact@cloudsecretary.com