Terms of Service

Last updated 18 October 2026

1. Who we are

MyCirCall is a service provided by Eridan One Ltd, a company registered in England and Wales under company number 17304032, with its registered office at 89 The Everglades, Hempstead, Gillingham, ME7 3PZ. In these terms, "we", "us" and "our" mean Eridan One Ltd, and "you" means the person who holds a MyCirCall account.

You can reach us:

• by email at hello@mycircall.com; or
• by post at the address above.

VAT. Eridan One Ltd is not registered for VAT, so no VAT is added to our prices. The price you see is the price you pay. If that changes, we will treat it as a price change under section 8.

The rules we follow. As a provider of a communications service, we must follow the rules Ofcom sets for providers, called the General Conditions. That does not mean Ofcom has approved or endorsed MyCirCall.

These terms apply when you create an account, run a Test Drive, or subscribe. Please read them before you sign up. By creating an account you agree to them. Before you pay for a subscription, we also show you a Contract Summary and our Contract Information (see section 8).

2. MyCirCall is not an emergency service

MyCirCall only receives calls and passes them on. It does not make outgoing calls, so you cannot use it to call 999, 112 or anyone else. It does not connect callers to the emergency services, does not pass your location to anyone, and is not monitored by us. It rings you and the people you have chosen, and only if someone is able to answer.

MyCirCall is useful in situations where a call matters and you may not be able to take it yourself: a school trying to reach a parent, a carer, a relative, a care home. That is a different thing from an emergency service. It is important that everyone who gives out their MyCirCall Number understands the difference.

3. What MyCirCall does

When you subscribe, we allocate you a dedicated UK mobile number: your MyCirCall Number. You give that number to the people and organisations who may need to reach you about something important.

When someone calls it, we ring your own mobile (once you have confirmed it, see section 5) and everyone in your CirCall (the trusted people you have chosen) at the same time. Each person hears a short message asking them to press 5 to take the call. The first person to press 5 is connected to the caller, and the other phones stop ringing. Pressing 5 is how we know a person has answered, rather than a voicemail.

What the people being rung see. Their phone shows your MyCirCall Number as the caller, not the number of whoever is calling it. This is deliberate. A call from a school or a surgery might otherwise show a number they don't recognise and be ignored. Your MyCirCall Number tells them it is an important call coming through you. If they save your MyCirCall Number in their contacts, their phone can show your name.

Depending on your plan, we may also send text alerts telling you and your CirCall who answered, or that a call was missed. Your account shows a history of the calls to your number.

On Peace of Mind, two more things happen when a call isn't taken. Up to 3 people in your Backup CirCall are rung as well if nobody has taken the call after 30 seconds. And if nobody takes it at all, the caller can leave a voicemail of up to 2 minutes, which we email to you as an audio file; we don't keep a copy, so keep the email if you want to keep the message.

That is the whole service. MyCirCall is not a phone line, a business telephone system, a switchboard, a voicemail box or a messaging app, and we do not offer it as one.

We route the call. We cannot make anyone answer it. Whether a call is answered depends on you, the people in your CirCall, their phones, and their mobile networks, none of which we control. Section 14 explains what we are responsible for.

4. Who can use it

To hold a MyCirCall account you must:

• be at least 18 years old;
• be resident in the United Kingdom, with a UK mobile number; and
• be using the service for personal, family or household purposes.

MyCirCall is designed for individuals and families. It is not sold or supported as a business telephony product.

5. Your account

You agree to give accurate details when you sign up, and to keep them up to date. This matters particularly for your mobile number, because it is rung when your MyCirCall Number is called, and for your email address, because we use it to reach you about your service.

Confirming your mobile. When you sign up, we text a code to your mobile so you can confirm it is yours. Until you enter that code, your own phone is not rung when your MyCirCall Number is called (everything else works as normal); this is so that a mistyped number never rings a stranger. You can confirm it later from your account. You can change your details in your account at any time: a new mobile number is confirmed the same way, and a new email address by a link we send to it.

Keep your password to yourself, and tell us promptly if you think someone else has got into your account. You are responsible for what you do on your account, and for what happens because you let someone else use it or didn't take reasonable care of your password. You are not responsible for anything caused by a failure in our security, or by someone getting in through no fault of yours.

One account is allowed per person, and per mobile number.

6. Your CirCall and the people in it

You choose who is in your CirCall. Those people are called CirCall Members. They do not need an account, an app or a subscription, and they never pay us anything. They simply receive calls and, depending on your plan, text messages.

You must have each person's permission before you add them, and they must be 16 or over. When you add someone, you are giving us their name and mobile number so that we can ring them on your behalf. You confirm that you are entitled to share those details with us for that purpose, and that you have told them what MyCirCall is.

Nobody is added without agreeing.

• Each invitation is a link we text to the person, together with a 4-digit PIN that we show to you and that you give them yourself, ideally while you are talking to them.
• Before they accept, the invitation tells them who invited them, what MyCirCall is, the calls and texts they may receive, that they will not pay anything or have a subscription, how to leave, and where to read our Privacy Notice.
• They must open the link, enter the PIN, and confirm their own mobile number with a code we text to it. Until they have done all of that, they will never be rung.
• An invitation stops working after a set time, and after too many wrong PINs.
• If you change the mobile number of someone already in your CirCall, the new number must accept a fresh invitation before it is rung. If a member changes their own number in their member account, they confirm the new number with a code we text to it, and we email you.

Leaving. A CirCall Member can leave at any time, without needing your permission. They can use the "Leave this CirCall" link we give them, or contact us. When someone leaves, we email you so that you know, and they are not rung again.

How we handle CirCall Members' information is set out in our Privacy Notice.

Your CirCall can have up to two CirCall Members at a time on Basic, four on Essential and five on Peace of Mind, in addition to your own phone. Before you choose a plan you can add up to five, so you can test the CirCall you want. If you choose a plan with room for fewer people than your CirCall already has, we ask you to remove someone first; we never remove anyone for you. The limit that applies to you is shown in your account.

7. The Test Drive

Before you subscribe, you can build your CirCall and run a Test Drive: a short, controlled test call that rings your CirCall Members for real, so that you can see the service work before paying for it.

A Test Drive rings from a MyCirCall number, not a number of your own, and no MyCirCall Number is allocated to you until you subscribe. Test Drives are limited in number and may be limited in other ways to prevent misuse.

A Test Drive is a demonstration. It is not a period of live service. You should not give anyone your details as a way of reaching you until you have subscribed and received your MyCirCall Number.

8. Plans, prices and payment

Plans. MyCirCall is a subscription, paid monthly or yearly. A yearly plan costs the same as ten months of the monthly price. Each plan's price, what it includes and its allowances are shown before you subscribe, and that is the price that applies to you.

Before you pay. Immediately before you subscribe, we show you:

• a one-page Contract Summary for the plan you have chosen, which you can save or download; and
• our Contract Information, with these terms.

They tell you the plan, the price, whether it is monthly or yearly, what happens when it renews or (on a yearly plan) when your year ends, and at what price, the main allowances, how to cancel, that the service starts straight away, and your cancellation rights. The button you press to subscribe says that you are agreeing to pay, for example "Pay £8.99 and subscribe". After you subscribe, we email you a copy of the contract details to keep.

What each plan includes is listed before you pay, in the plan's description and its Contract Summary. Everything listed is part of that plan.

Launch offer. When MyCirCall launches, there will be an introductory offer on yearly plans. It has its own short terms, which we show with the offer.

Monthly plans renew automatically at the end of each month, at the price shown in your account, until you cancel (section 10). There is no minimum term. Your account always shows your next billing date.

Yearly plans are a 12-month contract, paid at the start.

• Before your year ends, about a month before, we email you to ask whether you would like another year, at the yearly price shown, and tell you everything you need to decide (the date it ends, what you have, the prices, your options and our best prices for you). We never start another year without your yes. You can say yes from that email or from your account at any time before your year ends.
• If you don't choose another year, your plan carries on monthly from the day your year ends, at the monthly price, and you can cancel it at any time (it keeps working until the end of the month you have paid for). Once a year after that, we email you our best prices for you.
• Leaving before your year ends is explained in section 10.

Payment. Payments are taken by Square, our payment provider. We never see or store your full card details.

Changing plan. You can change plan from your account at any time.

• A move to a higher plan takes effect straight away: you get its features immediately.
  • On a monthly plan, the new price applies from your next billing date.
  • On a yearly plan, you also pay the difference between the two plans' yearly prices for the rest of the year you have paid for, straight away, from the card you pay with. It is worked out by the day, from the day after you move up until your renewal date, and rounded down to the penny; a difference of less than £1 is not charged. We show you the exact amount before you confirm, and nothing is charged until you do. The new plan's yearly price applies from your renewal date. If that payment doesn't go through, you keep the higher plan and your calls are not affected; we send you a link to pay it.
• A move to a lower plan takes effect from your next billing date, so you keep what you have paid for until then. On a yearly plan, that includes a higher plan you moved up to and paid the difference for.
• If you cancel within 14 days (section 9) after moving up on a yearly plan, the refund includes the difference you paid, less the whole days you had of what it paid for (those start the day after you moved up, so the day you move up is never charged).

Allowances. Plans include monthly allowances of connected call minutes and Smart SMS Alerts. An allowance runs for a calendar month.

• How minutes are counted. Minutes are the time spent talking once someone answers. Ringing does not count. We add up the talk time of all your calls in the month and round the total up to the next whole minute.
• We never stop your calls because of your allowance, on any plan. We would rather sort out the cost than have an important call fail.
• Free minutes after your included minutes. When you have used 75% of your included minutes, we email you. If you use them all, calls carry on: the next 25% over your included minutes are free (rounded up to a whole minute in your favour: for example, 5 minutes on Basic, 10 on Essential, 19 on Peace of Mind). We email you again when you start using them, and when they are used up.
• Extra minutes on Basic and Essential. Minutes beyond those free minutes cost 15p a minute on Basic and 10p a minute on Essential. Extra minutes are added up and charged at the end of a month once they reach £5, or every 3 months if that comes first, so you're never charged small amounts (card fees would swallow them). They are charged as one payment, to the card you pay your subscription with, itemised by month. A balance under £1 is never charged: it carries over. Your account shows your extra minutes, what they come to, and the latest date they will be charged. Monthly and yearly plans work the same way. If that payment does not go through, your calls are not affected; we send you a link to pay it.
• Peace of Mind is never charged for extra minutes. Calls carry on and cost you nothing extra, however many minutes you use.
• Which plan counts. If you change plan during a month, the month is counted on the most generous plan you held at any point in it. An upgrade covers the whole month it happens in; a downgrade never costs you more for that month.
• If your subscription ends (you cancel, cancel within 14 days, it ends for non-payment, or you delete your account), any extra minutes not yet paid for, including that month's so far, are charged on the day it ends if they come to £1 or more. Less than £1 is written off. They are not part of any 14-day refund.
• Smart SMS Alerts carry on if you use more than your plan includes, and you are never charged extra for them. We email you once in the month when you have used your included alerts.
• We record your usage and every extra-minute charge, and you can see your usage in your account.

Failed payments. If a payment fails, we will tell you straight away and give you a simple way to pay. What happens next is set out in section 13.

Price changes. We may change our prices. If we change the price of your plan, we will tell you by email at least one month before the new price applies to you, and you can end your contract without any charge for leaving (section 15).

• On a monthly plan, the new price applies from a billing date at least one month after we tell you.
• On a yearly plan, we never change the price of a year you have already paid for. Another year is only ever at the price we tell you before you say yes, and the monthly price it would carry on at is in the email we send before your year ends.

9. Your 14-day cancellation right

Because you subscribe online, you have a legal right to cancel your contract within 14 days, without giving a reason. The 14 days start on the day you subscribe.

Starting straight away. When you subscribe, you ask us to start your service immediately, by ticking a separate box that says:

The box is never ticked for you. We keep a record that you ticked it, when, and the wording you saw. Your MyCirCall Number is then allocated straight away so that it can start receiving calls.

What you get back. If you cancel within the 14 days, we refund what you paid, minus a proportionate amount for the service you had up to the time you told us you were cancelling. We work this out by days: the amount you paid (the launch-offer price, if that's what you paid), multiplied by the number of whole days the service was provided (each a full 24 hours; a part day isn't counted), divided by the number of days in the period you paid for, rounded down to the penny. For example, on a monthly plan of £8.99 for a 30-day month, cancelling after 3 days means we keep £0.89 and refund £8.10.

We refund you within 14 days of the day you tell us, to the card you paid with. There is no fee for cancelling.

How to cancel. Do any of these within the 14 days:

• use "Cancel within 14 days" on the billing page in your account;
• email hello@mycircall.com;
• write to us at the address in section 1; or
• use the model cancellation form in our Contract Information.

You don't have to use the form. Any clear statement that you want to cancel is enough.

What happens next. Your subscription ends straight away, calls to your MyCirCall Number stop, and the number is released (section 10). Your account, your CirCall and your Trusted Directory are kept, so you can subscribe again later or delete your account if you prefer.

This is in addition to your other rights under UK consumer law, which nothing in these terms takes away.

10. Ending your subscription, deleting your account, and your number

There are three different things you can do, and they are kept separate in your account so that you only do what you mean to.

Cancel your subscription

This stops your subscription renewing. You can do it at any time from the billing page in your account, or by contacting us.

• You will not be charged again.
• Your service keeps working, calls included, until the end of the period you have already paid for. Your account shows that date, for example: "Your subscription will not renew. MyCirCall will continue working until 7 November 2026."
• On that date your subscription ends and your MyCirCall Number is released. Your account, your CirCall and your Trusted Directory are kept, so you can subscribe again whenever you like (you would be given a new number).
• You can change your mind before that date, and nothing will have changed.
• If you would also like your account deleted on that date, you can tick a box to say so when you cancel.

Yearly plans. Cancelling a yearly plan means it won't carry on after your year; your service carries on until the end of the year you have paid for.

Leaving a yearly plan before your year ends. After the 14-day cancellation period, you can give one month's notice from your account ("Leave before my year ends"). Your service carries on, calls included, until the notice ends, and then your subscription ends as above. We refund the days of your year after the notice ends, worked out by the day at the price you paid for the year: what you paid, multiplied by the days left after the notice, divided by the days in the year (a part day counts in your favour). If you moved up a plan and paid the difference this year, the difference for those days comes back too. We show you the amount before you confirm, and we make the refund to the card you paid with within 14 days. You can change your mind before the notice ends, as long as we haven't made the refund yet. If there is less than a month of your year left, the notice would run past the end of your year, so there is nothing to refund: simply cancel.

If we change these terms or your price, and you leave because of it, there is no notice to give and no charge for leaving: see section 15.

Cancel within 14 days

If you are within your 14-day cancellation period, you can cancel and get a refund. This is explained in section 9.

Delete your account

This removes your account. You can do it at any time from your account, or by contacting us.

• It happens straight away. If you still have a subscription, it ends at the same moment, calls to your MyCirCall Number stop, and the number is released.
• Outside the 14-day cancellation period, there is no refund for the time left in the month you have paid for on a monthly plan. On a yearly plan, your service stops that day, so we refund the days of your year from that day, worked out by the day, in the same way as "Leaving a yearly plan before your year ends" above, with no notice month. If you had already given notice, you also get back the days between deleting and the end of the notice. We tell you the amount before you confirm. If you would rather keep the time you have paid for, cancel your subscription instead, and choose to delete your account on the date it ends.

What happens to your information when you delete your account:

We delete or anonymise your account information in line with our Privacy Notice, except information we need to keep for legal, regulatory, fraud-prevention, security or accounting purposes. The Privacy Notice explains what is kept, and for how long. Make sure you have a copy of anything you need before you delete your account.

Your MyCirCall Number

Your MyCirCall Number is allocated to you while you use the service. It is released from your account when your subscription ends: when a cancelled subscription reaches its end date, when you cancel within 14 days, when you delete your account, or after 33 days unpaid (section 13). A released number no longer rings you or your CirCall. We set it aside: we don't give it to anyone else.

Keeping your number. If you want to keep your MyCirCall Number when you leave MyCirCall, you may be able to transfer it to another communications provider. Use "Transfer my MyCirCall Number" in your account, or contact us, and we will tell you what to do. You arrange the transfer with your new provider. It is free of charge, and you can do it while your subscription runs and for at least a month after it ends.

Tell people your new number. If you have given your MyCirCall Number to a school, a doctor's surgery or a care home and you are not transferring it, give them a different number before it is released. Otherwise they will eventually be ringing a number that is no longer yours.

11. What the service may not be used for

MyCirCall exists so that important calls reach someone who can help. You agree not to use it:

• as, or instead of, an emergency service;
• to run a business phone line, call centre, switchboard, booking line or answering service;
• for marketing calls or messages of any kind, or for bulk or automated calling;
• to ring anyone who has not agreed to be in your CirCall, or who has asked to be removed;
• to harass, alarm, deceive or defraud anyone;
• to resell, rent out or transfer your account or subscription to someone else (the people in your CirCall are, of course, part of how you use it); or
• in any way that breaks the law, or that breaches the rules of the telephone networks we depend on.

We may investigate suspected misuse. Section 13 explains what we can do about it.

12. Availability and things outside our control

We work hard to keep MyCirCall running. Reliability on the day a call matters is the single thing this service is built around. But we cannot promise it will never be unavailable, and we do not offer a guaranteed level of service.

MyCirCall depends on things we do not control: the mobile networks that carry the calls to people's phones, the internet, and the phones and signal of the people being rung. A call may not be answered because someone is out of signal, has their phone off or on Do Not Disturb, is already on a call, or simply cannot get to it. We use a telephone network provider to carry calls to and from MyCirCall; we chose it, and we remain responsible to you for the service we provide with it (section 14).

We may occasionally need to interrupt the service for maintenance or improvements. Where we can, we will do it at a quiet time and tell you first.

13. Unpaid subscriptions, suspension and ending your account

If a payment fails:

1. For the first 3 days, calls to your MyCirCall Number keep being connected as normal while you put it right. We will tell you that the payment failed and how to pay.
2. After 3 days, if the payment is still outstanding, we stop connecting calls to your number until it is paid. Paying reconnects them straight away.
3. After 33 days, if the payment is still outstanding, we end your subscription and release your MyCirCall Number. Your account and your CirCall are kept, so you can subscribe again later. You would be given a different number.

Reminders. Throughout this time we will remind you, so that nothing comes as a surprise. Every reminder gives the actual dates that apply to you, and the warnings before your number is released give your MyCirCall Number and the date it will be released.

Each reminder gives you a simple way to pay and a simple way to leave.

"Give me a few days." If you need a little more time, every reminder up to day 24 (and the warning on your dashboard) has a "Give me a few days" option. One tap, without signing in, stops the reminders for 7 days, and you can use it more than once. We will not ask why. Our support team is told when you use it, so that someone is aware.

Your lifeline. If you use "Give me a few days" while your calls are still being connected, it is also a lifeline: calls keep being connected until the 7 days end, instead of stopping after 3 days. The lifeline can be used once for each unpaid payment. Using "Give me a few days" after calls have stopped pauses the reminders only; it does not reconnect calls. Neither changes the 33-day date: the day-30 warning and the day-33 notice are always sent, and we always tell you when your calls stop.

We may also stop connecting calls on your account:

• straight away, if it is being used in a way section 11 doesn't allow and that is harming, or is likely to harm, someone or the phone networks (for example, harassing someone or automated calling). We tell you the same day, and why;
• after a warning, if we reasonably believe it is being misused in any other way. We tell you what the problem is first and give you a reasonable time to put it right, normally 7 days;
• if we are required to by law or by our telephone network provider. We tell you as soon as we are allowed to.

If that happens, your account itself stays open and usable. You can still sign in, see your CirCall and your contacts, and reach the billing page to put things right. Only the calls stop.

If you think we have got it wrong, tell us (section 16). We will look at it again promptly. If we were wrong, we reconnect your calls straight away and refund the days they were stopped.

If we suspend your account, we also stop billing you for it. We will not charge you for a service we have switched off.

We may close an account permanently, with reasonable notice where possible, for serious or repeated breaches of these terms, after warning you where we can. We then refund any part of a period you have paid for and won't receive, worked out by the day. We may also stop offering MyCirCall altogether. In that case we will give you at least one month's notice and refund any period you have paid for but not received.

14. Our responsibility to you

Our promise. We are legally required to provide MyCirCall with reasonable care and skill, and as we have described it to you. Nothing in these terms affects your statutory rights as a consumer. For advice about your rights, contact Citizens Advice.

If we get it wrong. If we do not provide MyCirCall with reasonable care and skill, or as we described it, you can ask us to put it right. If we cannot, or we don't do it within a reasonable time and without significant inconvenience to you, you may be entitled to a price reduction, which may be a full refund. This includes failures that are ours: for example, if a fault in our system, or in a service we use to provide MyCirCall such as our telephone network provider, means we do not try to ring your CirCall when your MyCirCall Number is called. These are not your only remedies: you may also be able to claim for loss we cause (below), and you keep all your other legal rights.

What we cannot promise. MyCirCall gives an important call more chances to reach someone. It does not guarantee that you, or anyone in your CirCall, will answer. We cannot control:

• the people in your CirCall, or whether they can get to their phone;
• their phones, their signal or their mobile networks;
• phones being switched off, on silent or on Do Not Disturb; or
• people simply being unavailable.

A call that rings but is not answered for reasons like these is not a failure by us.

Loss we are responsible for. If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss or damage is foreseeable if it was obvious it would happen, or if, at the time you subscribed, we and you both knew it might happen. We are not responsible for loss or damage that is not foreseeable.

What we never exclude. We do not exclude or limit our liability where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breaching your legal rights as a consumer, including your right to a service provided with reasonable care and skill.

Business use. We supply MyCirCall for personal and household use. If you use it for a business purpose, we are not responsible for business losses such as lost profit, lost business or lost opportunity.

15. Changes to these terms

We may update these terms from time to time, for example to reflect changes to the service or to the law.

At least one month's notice. We tell you by email, clearly, at least one month before a change to these terms or to your price takes effect. We don't need to give that notice for a change that is only to your benefit, that is purely administrative and doesn't affect you badly in any way, or that the law requires (we will still tell you about it).

You can leave because of it. If you don't accept the change, you can end your contract within one month of our telling you, with no notice to give and no charge for leaving. Your contract ends the day before the change takes effect, and on a yearly plan we refund the days of your year after that, worked out by the day. Our email tells you how.

A change never increases the price of a period you have already paid for.

The date at the top of these terms shows when they were last updated.

16. Complaints

If something has gone wrong, please tell us. We want to put it right.

How to complain. You can complain:

• by email to hello@mycircall.com;
• by phone, on the number in our Customer Complaints Code (mycircall.com/complaints); or
• by post to Eridan One Ltd, 89 The Everglades, Hempstead, Gillingham, ME7 3PZ.

Complaining is free. Someone else can complain for you if you give them permission.

What happens next is set out in our Customer Complaints Code, at mycircall.com/complaints. It explains how we handle complaints, how long it takes, and what you can do if you are not happy with our answer.

Independent help, free of charge. If your complaint is not resolved after 6 weeks, or sooner if we write to tell you that we cannot resolve it (a "deadlock" letter), you can take it to our independent Alternative Dispute Resolution scheme, CISAS, the Communications and Internet Services Adjudication Scheme (Website: cedr-assist.com/consumer/cisas · Phone: 020 7520 3814 · Post: CISAS, 100 St Paul's Churchyard, London EC4M 8BU). The scheme is approved by Ofcom and is free for you to use. Its decision is binding on us if you accept it. It doesn't stop you going to court instead.

17. Governing law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your own country's courts, and you keep the benefit of any consumer protection that applies where you live.

If any part of these terms turns out to be unenforceable, the rest of them still apply.

18. Accessibility and extra help

If you need information in a different format, such as large print or plain text, or you need extra help using MyCirCall for any reason, tell us. Our Contract Summary, Contract Information and these terms are available in an accessible format free of charge. Our Accessibility & Vulnerable Customer Policy, at mycircall.com/accessibility, explains the help we offer.

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