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CalmFlow Legal Policies

Last Updated: 01/06/2026 

Business Name: CalmFlow
Website: www.calmflow.co.uk
Contact: hello@calmflow.co.uk

Please review the following text which outlines CalmFlow legal policies. Please contact CalmFlow directly with any legal queries.

Terms and Conditions

1. About CalmFlow:

CalmFlow provides setup, configuration and support for repeatable customer communication workflows for small service businesses. CalmFlow is designed to help businesses send standard customer messages such as:

 

missed call follow-ups;

job enquiry confirmations;

quote reminders;

job confirmations;

job reminders;

review requests; and

review reminders.

 

CalmFlow is intended for operational customer communication linked to genuine enquiries, bookings, quotes and completed jobs. It is not intended to be used for unsolicited marketing campaigns.

 

2. The CalmFlow service:

The CalmFlow service may include:

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  • onboarding support;

  • setup guidance;

  • message template setup;

  • Bigin workflow configuration;

  • Twilio SMS setup;

  • reply forwarding setup;

  • conditional call forwarding guidance;

  • testing of the standard CalmFlow workflow;

  • ongoing support for the standard CalmFlow workflow.

 

CalmFlow is designed to handle repeated customer messages in the background. You remain responsible for job-specific communication with your own customers.

 

3. Bigin and Twilio accounts:

Your Bigin and Twilio accounts are created, owned, paid for and managed by you directly. CalmFlow may assist with the initial setup and configuration of your Bigin and Twilio accounts, but these accounts remain your responsibility. You are responsible for:

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  • creating your own Bigin and Twilio accounts;

  • managing billing and payment details for those accounts;

  • keeping account access secure;

  • maintaining sufficient Twilio credit;

  • enabling auto-recharge where appropriate;

  • complying with Bigin and Twilio’s own terms and policies;

  • managing any third-party account restrictions, verification requirements or service issues.

 

CalmFlow is not responsible for third-party account issues, including billing problems, account suspensions, login problems, service outages, verification delays or changes made by Bigin, Twilio or your mobile provider.

 

4. Temporary setup access

To configure your setup, CalmFlow may require temporary access to your Bigin and Twilio accounts. You should use temporary passwords where possible and change your passwords once setup is complete. During setup, Bigin or Twilio may ask for a one-time verification code sent to your email, mobile or authenticator app. If this happens, CalmFlow may ask you to provide the code during your active onboarding. CalmFlow will only ask for one-time setup verification codes during onboarding and will never ask for banking passwords, card details or unrelated account information.

 

5. WhatsApp onboarding support

CalmFlow may provide a WhatsApp onboarding support number to help with setup questions and one-time verification codes during onboarding. This number is for WhatsApp messages only and is not monitored for phone calls. WhatsApp onboarding support is intended for onboarding only. Once your setup is live, ongoing support is handled by email at hello@calmflow.co.uk unless otherwise agreed.

 

6. Pricing and payment

CalmFlow is designed around a £49/month expected total cost for the standard setup. This expected total includes:

 

  • your Bigin subscription, paid directly by you;

  • your routine Twilio SMS allowance/top-up, paid directly by you;

  • the CalmFlow service fee, paid to CalmFlow. Your CalmFlow payment is adjusted so that, alongside the expected standard Bigin and Twilio costs, your total expected monthly cost is £49. 

 

If your Twilio usage exceeds the expected routine allowance, you are responsible for adding any additional Twilio credit required. Payment to CalmFlow is normally handled through Stripe.

 

7. Subscription and cancellation

CalmFlow is provided on a rolling monthly basis unless otherwise agreed. There are no long-term contracts. You can cancel CalmFlow at any time. If you cancel:

 

  • future CalmFlow payments will stop;

  • your Bigin and Twilio accounts remain yours;

  • CalmFlow support and managed workflow services will end;

  • CalmFlow will disable or remove CalmFlow-managed automation components (within the month of cancellation).

 

Cancellation does not automatically cancel your Bigin or Twilio accounts. You are responsible for managing or cancelling those accounts directly. 

 

8. Failed payments and service suspension

If a CalmFlow payment fails or your subscription is cancelled, CalmFlow may suspend support and disable CalmFlow-managed automation components. This may include disabling or removing:

 

  • CalmFlow-created Twilio routing;

  • CalmFlow-created SMS workflow settings;

  • CalmFlow-created reply forwarding;

  • CalmFlow-created Bigin workflow rules;

  • CalmFlow-managed message automations.

 

CalmFlow will not delete your customer records or take ownership of your Bigin or Twilio accounts. If payment is brought up to date, CalmFlow may reactivate the standard workflow where reasonably possible.

 

9. Customer responsibilities

You are responsible for:

 

  • ensuring your customer details are accurate;

  • ensuring customers have contacted you or are expecting communication from your business;

  • using CalmFlow messages for genuine service-related communication;

  • avoiding unsolicited marketing messages unless you have the correct legal basis and consent;

  • checking that message wording is suitable for your business;

  • maintaining your Bigin and Twilio accounts;

  • keeping Twilio credit topped up;

  • responding to job-specific customer queries directly.

 

CalmFlow does not replace your normal customer relationship or job-specific communication.

 

10. SMS and customer messages

CalmFlow templates are intended for operational service messages linked to enquiries, quotes, bookings, reminders and reviews. You should not use CalmFlow to send unsolicited marketing or promotional SMS messages unless you have ensured that such messages comply with applicable law, including PECR. The ICO explains that PECR restricts unsolicited marketing by text and other electronic messages, and that specific consent is often required for unsolicited direct marketing. Operational service messages are different from promotional marketing messages. The ICO explains that data protection law and PECR do not stop businesses from sending customers important administrative or customer-service information they need as part of their relationship with the business.

 

11. Support

CalmFlow support covers the standard CalmFlow workflow, including:

 

  • setup guidance;

  • message template setup and future adjustments;

  • workflow configuration issues;

  • automation issues;

  • reply forwarding checks;

  • standard onboarding questions.

 

CalmFlow support does not include:

 

  • ongoing management of your Bigin or Twilio accounts;

  • general business administration;

  • mobile provider support;

  • bespoke CRM redesign;

  • job-specific customer communication;

  • non-standard automations unless separately agreed.

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12. Third-party services

CalmFlow relies on third-party services, including Bigin, Twilio, Stripe, WhatsApp Business and website/form tools. CalmFlow is not responsible for delays, outages, errors, pricing changes, account restrictions or policy changes caused by third-party providers. You are responsible for complying with the terms of any third-party accounts you create or use.

 

13. Refunds

Refunds are handled in line with the CalmFlow Refund and Cancellation Policy. Bigin, Twilio, Stripe or other third-party payments made directly by you are not handled by CalmFlow and cannot be refunded by CalmFlow.

 

14. Limitation of liability

CalmFlow is designed to support customer communication but cannot guarantee that every message will be delivered, read, acted on or result in a customer response, booking, quote acceptance or review. CalmFlow is not liable for:

 

  • lost profits;

  • lost business;

  • lost opportunities;

  • third-party service failures;

  • message delivery failures outside CalmFlow’s reasonable control;

  • incorrect customer data entered by you;

  • failure to maintain Twilio credit;

  • issues caused by changes made inside your Bigin or Twilio accounts.

 

15. Changes to the service

CalmFlow may update the service, templates, workflows, onboarding process or pricing structure from time to time. Where changes materially affect existing customers, CalmFlow will aim to provide reasonable notice.

 

16. Contact

For questions about these terms, contact:

 

hello@calmflow.co.uk

Privacy Policy

1. About this policy

This Privacy Policy explains how CalmFlow collects, uses and protects personal information.

CalmFlow provides setup, configuration and support for repeatable customer communication workflows for small service businesses.

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The ICO says privacy information should explain what personal data is collected, why it is used, who it is shared with, how long it is kept and what rights people have.

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2. Information we collect

We may collect and use the following information:

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Information about CalmFlow customers

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  • name;

  • business name;

  • email address;

  • mobile number;

  • business address or service area;

  • website or social media links;

  • payment status;

  • onboarding form responses;

  • message template preferences;

  • support messages;

  • Bigin and Twilio setup information;

  • review link and enquiry form link;

  • onboarding progress.

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Information about your customers/clients; when configuring or testing CalmFlow, we may process limited information about your customers, such as:

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  • customer names;

  • mobile numbers;

  • email addresses, if provided;

  • job dates;

  • quote amounts;

  • job addresses;

  • message content;

  • enquiry details;

  • review request details.

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We only use this information to provide, configure, test and support the CalmFlow service.

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3. How we use information

We use personal information to:

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  • onboard CalmFlow customers;

  • process payments and manage subscriptions;

  • configure Bigin and Twilio workflows;

  • create and test message templates;

  • provide customer support;

  • send onboarding and service emails;

  • send or configure operational SMS messages;

  • manage cancellations or failed payments;

  • improve the CalmFlow service;

  • keep records of setup and support activity.

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4. Lawful basis

Depending on the context, we may rely on:

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  • contract — to provide CalmFlow to customers;

  • legitimate interests — to operate, improve and support CalmFlow;

  • legal obligation — to keep certain business or financial records;

  • consent — where required, such as certain optional communications.

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Where consent is used as the lawful basis, individuals can withdraw consent.

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5. Service messages and marketing

CalmFlow is designed for operational service messages, not unsolicited marketing.

Examples include missed call follow-ups, quote reminders, booking confirmations, job reminders and review requests.

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If CalmFlow customers use the service for marketing messages, they are responsible for ensuring they have the correct consent or lawful basis. PECR rules restrict unsolicited marketing by text, email and other electronic messages.

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6. Who we share information with

We may use third-party providers to operate CalmFlow, including:

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  • Bigin / Zoho;

  • Twilio;

  • Stripe;

  • WhatsApp Business;

  • Wix or website hosting tools;

  • form providers;

  • email providers;

  • cloud storage providers;

  • professional advisers, where required.

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We only share information where needed to provide the service, manage payments, comply with legal duties or support the customer.

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7. Bigin and Twilio accounts

CalmFlow customers create and manage their own Bigin and Twilio accounts.

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Where CalmFlow is given temporary access to configure those accounts, any information viewed or processed is used only for setup, testing and support of the standard CalmFlow workflow.

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Customers remain responsible for their own Bigin and Twilio accounts, including account security, billing and ongoing management.

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8. WhatsApp onboarding support

If you contact CalmFlow by WhatsApp during onboarding, we may process your phone number, message content and any setup-related information you provide.

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WhatsApp onboarding support is used for setup help and one-time verification codes during onboarding. It is not intended for general long-term support.

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9. Payment data

Payments are handled by Stripe.

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CalmFlow does not store full card details. Stripe processes payment information in line with its own privacy and security practices.

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CalmFlow may store payment status, subscription status and transaction references for business administration.

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10. How long we keep information

We keep information only for as long as reasonably needed.

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Typical retention periods:

  • customer onboarding records: while you remain a customer and for a reasonable period afterwards;

  • support messages: for as long as needed to provide support and maintain records;

  • payment and invoice records: as required for accounting/tax purposes;

  • temporary setup information: deleted or removed when no longer needed;

  • customer/client test data: kept only as needed for setup, testing and support.

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Where we do not have a fixed retention period, we decide based on the purpose of the information, legal requirements and whether it is still needed. The ICO says organisations should explain either how long data is kept or the criteria used to decide retention.

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11. Security

We take reasonable steps to protect personal information.

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This includes:

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  • limiting access to setup information;

  • using trusted third-party services;

  • encouraging temporary passwords during setup;

  • recommending password changes after setup;

  • not storing one-time verification codes;

  • using business email and controlled onboarding workflows.

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No online system can be guaranteed completely secure.

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12. Your rights

Depending on the circumstances, individuals may have rights to:

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  • access their personal information;

  • correct inaccurate information;

  • request deletion;

  • restrict processing;

  • object to processing;

  • request data portability;

  • withdraw consent, where consent is used;

  • complain to the ICO.

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The ICO states that privacy notices should tell people about their information rights, including access, rectification, erasure, restriction, objection and portability.

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13. ICO and data protection fee

Organisations that use personal information may need to pay a data protection fee to the ICO unless exempt. The ICO provides a self-assessment tool to help determine whether a fee is required.

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14. Contact

For privacy questions, contact:

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hello@calmflow.co.uk

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You also have the right to complain to the Information Commissioner’s Office.

Refund and Cancellation Policy

1. Our approach

We want CalmFlow to feel simple, fair and low-pressure.

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This policy explains how refunds and cancellations work.

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2. First CalmFlow fee payment

Your first CalmFlow payment starts the onboarding process and gives you access to setup guidance, message templates and standard workflow configuration support.

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The first CalmFlow fee payment is normally £14.60.

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If you change your mind before CalmFlow begins configuration work, we may refund your initial CalmFlow payment.

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If CalmFlow has already started setup or configuration work, the initial payment may not be refundable because time will already have been spent reviewing your details, preparing your workflow and supporting onboarding.

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3. If setup cannot be completed

If CalmFlow cannot complete your setup due to a technical issue that we cannot reasonably resolve, we may refund your initial CalmFlow payment.

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This does not include situations where setup cannot continue because:

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  • required information has not been provided;

  • Bigin or Twilio accounts have not been created;

  • billing has not been set up in Bigin or Twilio;

  • temporary access has not been provided;

  • verification codes are not provided when required;

  • third-party accounts are restricted, suspended or unavailable;

  • mobile provider call forwarding cannot be configured.

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4. Bigin, Twilio and third-party costs

Bigin and Twilio are third-party services created and managed by you directly.

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Payments made directly to Bigin, Twilio, Stripe, mobile providers or other third parties are not handled by CalmFlow and cannot be refunded by CalmFlow.

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You should contact those providers directly about their own refund or cancellation policies.

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5. Monthly CalmFlow fee payments

After the first month, CalmFlow fee is normally charged at £29.60 per month.

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You can cancel anytime.

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Once cancelled, no further CalmFlow payments will be taken.

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Monthly CalmFlow payments already taken are generally non-refundable unless:

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  • there has been a billing error; or

  • CalmFlow is unable to provide the paid service due to an issue on our side.

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6. Cancellation

You can cancel CalmFlow by contacting:

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hello@calmflow.co.uk

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You may also be able to cancel through Stripe, depending on the payment setup.

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Cancellation stops future CalmFlow payments. It does not cancel your Bigin or Twilio accounts. Those accounts are managed by you directly.

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7. What happens after cancellation

If CalmFlow is cancelled or payment remains unresolved, CalmFlow may suspend, disable or remove CalmFlow-managed automation components.

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Your Bigin and Twilio accounts remain yours.

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CalmFlow will not delete your customer records or take ownership of your accounts.

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8. Consumer cancellation rights

If you are buying as a consumer online or at distance, you may have cancellation rights. GOV.UK explains that online and distance customers may have the right to cancel within 14 days and must be told about cancellation rights.

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CalmFlow is primarily intended for business customers. If you are unsure how this applies to you, contact us before purchasing.

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9. Contact

For refund or cancellation questions, contact:

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hello@calmflow.co.uk

Cookie Policy

1. About cookies

​Cookies are small files placed on your device when you visit a website.

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They help websites work properly, remember preferences, understand usage and support features such as forms, analytics or payments.

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2. How CalmFlow uses cookies

CalmFlow may use cookies and similar technologies to:

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  • make the website work;

  • understand how visitors use the website;

  • improve pages and content;

  • support website forms;

  • connect visitors to Stripe checkout;

  • support security and performance;

  • remember preferences, where applicable.

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3. Types of cookies we may use

Essential cookies

These are needed for the website to work properly.

They may support page loading, security, forms or checkout links.

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Analytics cookies

These help us understand how visitors use the website, such as which pages are visited and where visitors may drop off.

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Functionality cookies

These may remember preferences or support embedded tools.

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Third-party cookies

Some tools may set their own cookies, including:

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  • Wix;

  • Stripe;

  • embedded forms;

  • analytics tools;

  • social media or tracking tools, if used.

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4. Managing cookies

You can usually manage or block cookies through your browser settings.

Blocking some cookies may affect how the website works.

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5. Privacy information

The ICO says privacy and cookie information should be simple to read, transparent and easy to access.

For more information about how CalmFlow handles personal information, please see our Privacy Policy.

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6. Contact

For cookie questions, contact:

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hello@calmflow.co.uk

© 2026 CalmFlow. All rights reserved.

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