Terms and Conditions
The agreement between Ralphio and the business using it, in plain English. If you sign up for anything, these are the terms you're agreeing to.
Last updated: October 2026
Who we are, and who these terms are for
Ralphio is a sole trader business based in London, run by JP. When these terms say "we" or "us", they mean Ralphio. "You" means the business signing up, and the person signing up on its behalf.
Our services are for businesses, including sole traders, buying for their trade. They aren't sold to people buying for themselves as consumers.
What we provide
- The widget (Basic or Advanced): a chat on your website that asks customers about the job and sends you each enquiry by email and, if you choose, by text.
- The Ralphio System: the widget, plus missed calls texted back, visits booked, quotes chased, reviews asked for and every enquiry kept in one list.
- Custom websites: a website designed and built for your business, with the Ralphio System running behind it.
- Content: photos and video of your work, if you add it.
Prices are on our pricing page, or in the quote we send you.
The widget
You set the widget up yourself on our website and save a card with Stripe. Nothing is charged when you save the card. Your plan starts, and your card is charged for the first month, on the day the widget sends you its first real enquiry. There is no setup fee.
A real enquiry is one that comes from a customer through the widget on your website and has a phone number we can use. These don't count, and won't start your plan:
- enquiries using your own phone number or email address, or ones you've given us for your alerts
- someone marking themselves as an existing customer
- enquiries with a test name, like "test"
They still reach you. They just don't start the clock. If the enquiry that started your plan was obviously junk, tell us and we'll put it right.
Not happy? If you tell us within 30 days of your first payment, we'll refund that first month in full.
The Ralphio System
The System starts with a 15 minute call so we can learn how you work. To book your setup in, you pay the setup fee. Your monthly plan starts on the day your System goes live, not before.
Live in 48 hours, or the setup fee is on us. The 48 hours count Monday to Friday, and start once you've had the call, sent your logo and answered the setup questions. If we miss it, we refund the setup fee in full. Moving an existing phone number to us depends on the phone networks, so it's outside the 48 hours, and we give you a number that rings your mobile in the meantime.
Otherwise the setup fee isn't refundable, because it pays for work we've already done.
Custom websites
Every website is quoted after a call. Unless the quote says otherwise, you pay half of the build price to start, and the other half when the site is ready to go live. The deposit isn't refundable once design work has started.
The quote says what's included. If you ask for something outside it, we'll tell you the cost before doing it.
A custom website comes with the Ralphio System, and the monthly plan starts the day the site goes live.
Once the build is paid for in full, the design, words and photos made for your site are yours, and your domain name is always registered in your name.
If you stop your monthly plan, you choose what happens to the site:
- Take it with you. We move it off the Ralphio System and onto hosting of your choice, with a plain contact form in place of the chat. That's a one-off handover fee of £250, or free once you've been on the monthly plan for 12 months.
- Let it go. We take it down at the end of your last paid month, at no charge.
Either way, the System's features (missed calls texted back, chasing, reviews) stop when the plan does.
Paying
Monthly plans are charged to the card you saved with Stripe, on the same date each month. Your card details go to Stripe and never reach us.
If a payment fails, Stripe tries again over the following days and we'll let you know. If it's still unpaid 14 days after it was due, we may pause your service until it's paid.
No contract, cancel any time
Every plan is a rolling month. You can cancel any time by emailing info@ralphio.co.uk or replying to any email from us. Your plan stops at the end of the month you've paid for, and nothing more is charged.
When you leave:
- the widget stops working, and you can take its two lines off your site
- on the System, we'll send you a copy of your enquiries if you ask for one within 30 days
- if we moved your phone number to us, it's still yours. Ask your new provider to move it across and we'll release it.
Your part
- Give us information that's accurate and up to date, like your hours, the areas you cover and your prices.
- Only ask us to put things on your website or in messages that you have the right to use.
- Check that the messages sent in your name sound right. You approve them at setup, and you can ask us to change them at any time.
- Have the right to contact the people the System messages for you. Replying to someone who rang you or used your widget is fine. Messaging past customers about other things, like a quiet-month offer or a service reminder, needs them to have bought from you and been given the chance to say no. Ask us if you're not sure.
Your customers' details
When your customers use your widget or the System, the details they give belong to your business. You're responsible for them as the "data controller", and we handle them on your behalf as your "data processor". This section is our agreement with you about that. We will:
- only use your customers' details to provide the service to you, following your instructions
- keep them secure, and make sure anyone who handles them is bound to keep them confidential
- only use the providers listed in our privacy policy to help us, on the same terms, and tell you before we add a new one
- help you answer anyone who asks what you hold about them, or asks you to delete it
- tell you without delay if their details are ever lost or exposed
- delete them when you leave, or give you a copy first if you ask, unless the law says we have to keep them
- give you the information you reasonably need to check we're doing all this
How long we keep each kind of detail is set out in our privacy policy.
What we can't promise
We'll do everything we say we will, carefully. But we can't promise that you'll win a particular number of jobs, or that any customer will reply.
Texts, emails and the widget rely on phone networks, email providers, hosting and other companies outside our control. We aim to keep everything running all the time, but we can't guarantee it will never be interrupted. If something stops working, we'll fix it as fast as we can.
If something goes wrong
If we're at fault, the most we'll pay you in total is what you paid us in the three months before the problem happened.
We're not responsible for indirect losses, such as profit or jobs you say you would have won.
Nothing in these terms limits our responsibility for death or injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.
What's ours
The widget, the System and the way we build them stay ours. You get to use them while you're on a plan. What's made specifically for you, like your website's design and content, is yours once it's paid for.
We may show work we've done for you as an example, unless you ask us not to.
Changes
If we change our prices or these terms, we'll email you at least 30 days before it affects you. If you don't like the change, you can cancel before it starts.
We can end your plan if you don't pay, use the service to break the law, or use it to send spam. Otherwise, we'll give you at least 30 days' notice.
The law
These terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales.
Contact
Questions about these terms? Email info@ralphio.co.uk and JP will get back to you.