Terms & Conditions

Last updated August 2026

These terms apply to agencies using Estelle on a standard monthly retainer. If you're on our free 14-day trial, there's nothing to sign and no separate terms — no payment details are taken, and you can walk away at any point during the trial with nothing owed. The fees and payment terms below only take effect if and when you choose to continue onto a paid plan afterwards.

Who these terms are between

These terms are between Ryan Johnson, trading as Estelle ("we", "us"), and the estate agency ("you") that sets up an Estelle account. By using Estelle, you agree to these terms.

What Estelle provides

A chat widget for your website, along with the dashboard used to view and manage the leads it captures, as described on this site. We may add, change, or improve features over time as part of the service.

Fees and payment

Estelle is provided on a monthly retainer. The fee is the amount agreed with you when your account is set up, and is billed monthly by Direct Debit.

Your first payment is taken on the day your Estelle widget actually goes live on your website — not the day your account is created. Every payment after that is collected on the same day of the month as your first payment (your "payment date"), which is shown on your dashboard.

Direct Debit

Payments are collected by Direct Debit through our payment provider. When you set up your Direct Debit mandate, our payment provider will give you the formal Direct Debit Guarantee, which sets out the standard protections that apply to all UK Direct Debits — including your right to a full and immediate refund from your bank in the event of an error, and your right to cancel a Direct Debit at any time directly with your bank.

If you need to change your Direct Debit details — for example, moving it to a different account — after your mandate has already been set up, an administration fee of £25 applies.

Missed payments

If a payment is missed, your account is paused. While paused, your chat widget stops accepting new conversations on your website, but your dashboard login and all your existing leads and history are kept exactly as they were. Your account is reactivated as soon as the missed payment is resolved.

Cancelling

There's no minimum term. You can cancel at any time by letting us know — you won't be charged for any period after your cancellation takes effect.

Your data

How we handle your own business and billing information as our customer is covered in our Privacy Policy for agencies. How your own website visitors' enquiries are handled is covered in our separate visitor privacy notice, which your visitors can also see linked directly in the chat widget.

Service availability

We aim to keep Estelle available and working reliably, but don't guarantee uninterrupted access — for example, third-party services Estelle depends on (such as Anthropic, Supabase, or Resend) may occasionally be unavailable, and we aren't liable for issues caused by those outages.

Changes to these terms

If these terms change, we'll update this page and let existing customers know. Continuing to use Estelle after a change takes effect means you accept the updated terms.

Governing law

These terms are governed by the law of England and Wales.