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Terms of Service

The legal stuff, written clearly. By accessing or using HeyOperator, you confirm that you've read, understood and agree to these Terms of Service. You also confirm that you're legally able to enter into this agreement (including meeting the age requirement below). If you don't agree to these terms, please don't use the service.

Last updated: 3 May 2026

Who we are

HeyOperator is operated by Chapter 33 Ltd., a company registered in England and Wales. References to "we", "us" or "our" mean Chapter 33 Ltd.

What is HeyOperator?

HeyOperator is your AI safety companion — Sam, a friendly voice on the phone when you're travelling alone. It's designed to make late-night walks or solo taxi rides feel safer. It is not, and is not a substitute for, an emergency service.

Who can use HeyOperator?

UK only: HeyOperator currently only works with UK phone numbers (starting 07 or +44). We plan to expand.

You must be at least 16 years old to use HeyOperator. If you're under 18, we recommend that a parent, guardian or trusted adult is aware you're using the service.

Your phone number is your account identifier. Don't share your number/account with anyone else.

Sam is AI

Sam is an AI agent. He sounds like a person, but he isn't one. We're upfront about this, and Sam will say so if you ask.

• Calls are recorded and transcribed by our voice partner ElevenLabs to deliver the conversation and improve the service.
• Sam's responses are generated automatically and may occasionally be wrong, irrelevant, or oddly phrased.
• Sam is not a counsellor, therapist or medical professional and does not provide professional advice. If you're struggling, please reach out to qualified support (Samaritans: 116 123).

For more detail on how voice and other data is handled, see our Privacy Policy.

Acceptable use

Treat the service, Sam and the people behind HeyOperator with respect. You must not:

• Use HeyOperator instead of calling 999 in a real emergency
• Provide false or misleading information (including a phone number that isn't yours, or a safety contact who hasn't agreed to be one)
• Use the service for anything illegal
• Try to hack, disrupt, reverse-engineer or damage the service
• Stage fake emergencies, harass Sam, or abuse the service
• Misuse the service in a way that wastes resources or affects other users
• Violate anyone else's privacy or rights

If you add a safety contact, you confirm you have their permission to share their phone number with us and to send them messages and (if enabled) location links.

The free tier and Always On

HeyOperator currently offers two tiers:

• Free — basic access to call Sam.
• Always On — a paid subscription that unlocks the full feature set.

We may change what's included in each tier as the service evolves. We'll give reasonable notice of significant changes.

Subscriptions, billing and renewal

• Pricing: the current price for Always On is shown at the point of sign-up. Prices include VAT where applicable.
• Payment: payments are handled by Stripe. We never see or store your full card details.
• Auto-renewal: Always On subscriptions renew automatically at the end of each billing period (monthly or annually, as selected) until you cancel. We'll charge the payment method you provided.
• Receipts and reminders: you'll receive a receipt for each charge. We'll send a reminder before any annual renewal.
• Failed payments: if a renewal payment fails we'll let you know and may retry the charge. If we can't take payment, your Always On features will pause until payment is restored.
• Price changes: if we change the subscription price, we'll give you at least 30 days' notice before the new price applies. You can cancel before then.

Cancellation

You can cancel Always On at any time by emailing us at sam@heyoperator.uk with the phone number associated with your account. (We're working on a self-serve cancellation flow — once added, instructions will appear in the app.)

When you cancel:

• You'll keep access to Always On features until the end of the current billing period
• You won't be charged again unless you re-subscribe

Your right to cancel (cooling-off period)

Under the UK Consumer Contracts Regulations 2013, you normally have 14 days from the day you subscribe to cancel for a full refund.

If you start using Always On features within that 14-day window, you accept that you're asking us to begin the service immediately, and you may lose your right to a full refund. If you cancel during the cooling-off period after using the service, we may charge a proportionate amount for the days you used it.

To exercise your cooling-off right, email sam@heyoperator.uk within 14 days of subscribing.

Refunds outside the cooling-off period

Outside of the cooling-off period and in addition to your statutory rights, we generally don't offer refunds for unused subscription time. If something goes seriously wrong on our side, get in touch and we'll do the right thing.

What we promise (and what we don't)

We'll aim to:

• Call you when you tap "Call me now"
• Keep the service running smoothly
• Text your safety contact when you say you're home safe
• Protect your data as set out in our Privacy Policy
• Improve the service over time

We can't promise:

• The service will work 100% of the time
• Calls will always connect
• Texts will always be delivered
• Location information will always be accurate
• Third-party services we rely on won't experience issues

HeyOperator is designed to offer reassurance and support. It is not medical, legal or professional advice.

Things that can go wrong

HeyOperator depends on your phone, your network, our systems and several third parties. Things that can affect the service include:

• Network issues — calls might not connect if your signal is poor
• Service downtime — our partners (Twilio, ElevenLabs, Supabase, Stripe, etc.) may have technical problems
• Location problems — GPS can be wrong, especially indoors or in tunnels
• Message delays — texts to your safety contact might be late or not arrive
• Voice quality — Sam may sound odd at times due to connection issues

Your responsibility

By using HeyOperator, you agree that:

• You understand the service's limitations and risks
• You won't use HeyOperator instead of emergency services
• You'll keep backup safety plans (telling someone your route, keeping your phone charged, knowing how to reach 999)
• You'll provide accurate information
• You'll keep your phone working and charged

Liability

This section sets out the limits of our legal responsibility. Please read it carefully.

Nothing in these terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be excluded or limited under UK law

Subject to that, and to the fullest extent permitted by law:

• We're not responsible for losses caused by events outside our reasonable control (network outages, power failures, third-party service outages, natural events, industrial action, etc.)
• We're not responsible for losses that weren't reasonably foreseeable when you started using HeyOperator
• For paid users, our total liability for any claim relating to the service is limited to the amount you've paid us in the 12 months before the claim
• For free users, our total liability for any claim relating to the service is limited to £100

HeyOperator is intended for personal, non-commercial use only. We're not liable for business losses (loss of profit, loss of business, business interruption, or loss of business opportunity).

If you're a consumer, you have legal rights under the Consumer Rights Act 2015. Nothing in these terms affects those rights.

Third-party services

HeyOperator relies on third-party providers, including:

• ElevenLabs — AI voice and conversation
• Twilio — phone calls and SMS
• Supabase — database
• Stripe — payments
• Zapier — connecting services together
• Google Maps — location services
• Netlify — hosting
• Fathom — analytics

These providers have their own terms and privacy policies. If they have problems, HeyOperator may not work properly. We choose providers carefully and aren't responsible for their independent failures, though we'll always do our best to keep the service running.

Intellectual property

HeyOperator — including the app, Sam's voice, branding, design and all related content — is owned by Chapter 33 Ltd. or its licensors. Using the service doesn't give you ownership of, or rights to, any part of HeyOperator beyond the right to use it in line with these terms.

Your data

Your profile data is stored securely in our database. Calls are recorded and transcribed by ElevenLabs. For full detail on how we handle personal data, see our Privacy Policy.

Changes to the service

We may:

• Add or remove features
• Change how parts of the service work
• Pause the service for maintenance
• Discontinue the service entirely (we'll give reasonable notice where possible, and refund any unused portion of paid subscriptions)

Ending your use

You can stop using HeyOperator at any time:

• Free tier: simply stop using the service. Email us at sam@heyoperator.uk if you'd like us to delete your data.
• Always On: cancel as described above. Email us if you'd like us to delete your data after the subscription ends.

We may suspend or end your access if you breach these terms, misuse the service, or if we're legally required to. Where we end your access, we'll refund any unused portion of paid subscription time unless you've materially breached these terms.

Changes to these terms

We may update these Terms of Service from time to time. When we do:

• We'll update the date at the top
• We'll let you know about significant changes via email or in the app
• If you keep using HeyOperator after the change, you accept the updated terms

If something goes wrong

• For real emergencies: call 999 immediately
• For app problems, billing or anything else: email sam@heyoperator.uk

We'll do our best to help, while remembering the service's limitations.

Legal jurisdiction

These terms are governed by the laws of England and Wales. Any disputes will be handled in the courts of England and Wales.

Other legal bits

If part of these terms doesn't apply: if any part of these terms is found invalid or unenforceable, the rest still applies.

Transferring these terms: we may transfer our rights and obligations under these terms to another organisation (for example, if Chapter 33 Ltd. is sold). We'll let you know in writing if this happens. You can't transfer your rights or obligations under these terms to anyone else without our agreement.

No waiver: if we don't enforce a right under these terms, that doesn't mean we've waived it.

Entire agreement: these terms, together with the Privacy Policy, are the full agreement between you and Chapter 33 Ltd. about HeyOperator.

Contact

• Email: sam@heyoperator.uk
• Website: heyoperator.uk
• Postal address: Chapter 33 Ltd., 10 Marine Terrace Mews, Brighton, BN2 1AR