Service terms

Last updated: 2 October 2026

These terms apply when you call PrivateSecre. They are the contract for the paid telephone service. Use of the website itself is covered by the Website terms.

1. Who we are

The service is provided by [Registered company name] (company number [Company number]) of [Registered office address], trading as PrivateSecre. Full details are on the legal notice.

2. The price

Call cost £3.60 per minute, plus your phone company’s access charge.

• Our charge is £3.60 for each minute, or part of a minute, that the call is connected. That includes any time you are waiting to be answered or are on hold.
• Your phone company adds its own access charge. We do not set that charge and it is not included in the £3.60.
• There is no subscription. You pay only for the time the call is connected.
• The charge appears on the bill for the telephone number used to call us. If that number is not yours, the bill payer is responsible for the cost.
• Hanging up stops any further per-minute charge. Charges for time already connected still apply.

The same price is shown in the banner at the top of this website and next to the call buttons.

3. Who may call

This is a paid phone service for adults. Do not call if you are under 18. Do not call if you do not have the bill payer’s permission, or if paying £3.60 per minute would cause you difficulty. If the cost is a problem, hang up. We will not ask you to stay on the line.

4. What the call includes

On the call, an adviser can help with everyday secretarial and concierge tasks you ask for, for example:

• diary entries, reminders and chasing an appointment;
• drafting or sending a straightforward letter or message;
• calling a third party on your behalf while you are on the line, or from the notes you give us;
• asking a restaurant, hotel or travel provider about availability and, if you agree, passing on a booking request.

We do the work during the call. We do not offer a retained or offline service after you hang up, unless we agree a follow-up call with you. A follow-up call is charged at the same rate.

5. What is not included

• We do not give legal, tax, immigration, benefits or financial advice, and we do not give medical advice. We are not authorised by the Financial Conduct Authority or the Solicitors Regulation Authority.
• The price of a table, room, ticket or fare is charged by that supplier, to you, on the card or account you give them. It is not part of the call cost and we do not take payment for it.
• A supplier may refuse a booking, apply its own terms, or ask for a deposit. We cannot override that.
• We do not guarantee that a venue, appointment or journey will be available, or that a third party will answer.

6. Starting the service

The service starts when your call connects. By staying on the line you ask us to begin immediately. Because the service is supplied in full while the call lasts, you will not have a 14-day right to cancel time that has already been used. You can end the service at any moment by hanging up.

If we cannot help with your request, say so and hang up. You will still be charged for the time the call was connected.

7. Your information

Tell us if a detail is wrong. We rely on what you say on the call. You are responsible for instructions you give us and for information you ask us to pass to a third party. How we use personal data is explained in the Privacy policy.

8. Complaints and refunds

Email [email protected] with your name, the number you called from, the date and approximate time of the call, and what went wrong. We aim to acknowledge a complaint within 5 working days and to send a final response within 8 weeks.

If our charge was applied in error, or the call failed because of our systems before an adviser could help, we will ask your network to refund the PrivateSecre per-minute charge for the affected time where the network allows it. A refund of the access charge is a matter for your phone company.

If you remain unhappy after our final response, or 8 weeks have passed, you can refer a phone-paid complaint free of charge to the Communications Ombudsman. You can also contact the Phone-paid Services Authority.

9. Liability

We provide the service with reasonable care and skill. We are not liable for a supplier’s acts, prices or cancellations, or for loss caused by information you gave us that was incomplete or wrong. We do not exclude liability for death or personal injury caused by negligence, for fraud, or for any other liability the law does not allow us to exclude. Nothing in these terms affects your rights under the Consumer Rights Act 2015.

10. Law

These terms are governed by the laws of England and Wales. If you are a consumer you may bring a claim in the courts of England and Wales or in the courts of the UK country where you live.