Terms of Service

These Terms of Service (the Terms) are a legal agreement between Zavo LTD, a company registered in England and Wales (company number 14543620), whose registered office is at 3 Orchard Pl, Broadway, London SW1H 0BF, United Kingdom (Zavo, we, us or our), and the business that registers for or uses our service (you, your or the Customer).

They govern your access to and use of Zavo's AI phone agents, the Zavo dashboard, our website and any related services, integrations and documentation (together, the Service). By creating an account, clicking to accept, or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

This is a business-only service. You confirm that you are using the Service in the course of a business, trade, craft or profession and not as a consumer. The Service is not offered to consumers, and consumer-protection rules (such as the statutory 14-day cooling-off period) do not apply. If you are agreeing to these Terms on behalf of a company or other organisation, you confirm you have authority to bind it to these Terms.

• AI Agents — the AI-powered voice agents you configure and deploy through the Service to make and answer telephone calls and perform related tasks.
• Customer Content — everything you provide to or generate through the Service, including agent instructions, scripts, knowledge bases, contact data, call audio, recordings, transcripts and any personal data of your End Users.
• End User — any person your AI Agents call or who calls your numbers, and any individual whose data you process through the Service.
• Minutes — live talk-time consumed by your AI Agents. Ringing and hold time are not counted. Each connected call with any live talk-time is charged as a minimum of one Minute, and usage is rounded up to the next whole Minute per call.
• Plan — the subscription tier you select (for example Starter, Growth or Scale), including its included Minutes, numbers and features.
• Fees — the subscription, usage, overage and other charges payable for the Service.

Zavo provides software that lets you build, configure and operate AI Agents that answer and place calls, book and manage appointments, qualify leads, capture messages and update your connected tools — in multiple languages, around the clock.

We are continually improving the Service. We may add, change or remove features, and we may release features labelled beta, preview or experimental. Beta features are provided "as is", may be unstable, and are excluded from any availability commitments. We will not materially reduce the core functionality of your paid Plan during a billing cycle without notice.

To use the Service you must register an account and provide accurate, current and complete information. You are responsible for keeping your login credentials secure and for all activity that happens under your account, including the actions of your team members and your AI Agents.

• Keep your account details and payment information up to date.
• Don't share credentials or let unauthorised people use your account.
• Tell us promptly at the contact below if you suspect any unauthorised access or security breach.
• You're responsible for the acts and omissions of anyone you give access to.

You may use the Service only for lawful business purposes and in line with these Terms. You must not, and must not allow anyone else to:

• Use the Service to make unlawful, fraudulent, deceptive, harassing, threatening or abusive calls, or to impersonate any person or organisation in a misleading way.
• Send unsolicited marketing or automated calls in breach of applicable rules (including the Privacy and Electronic Communications Regulations (PECR), Ofcom rules, and the Telephone Preference Service / Corporate TPS).
• Use the Service for emergency, life-safety, medical, financial or other high-risk decisions where a failure or inaccurate output could lead to death, personal injury or serious damage.
• Upload or transmit malware, attempt to gain unauthorised access to the Service, or interfere with its security, integrity or performance.
• Reverse engineer, decompile, copy, resell, sublicense or create derivative works from the Service, except to the extent this restriction is prohibited by law.
• Use the Service to build a competing product, or scrape or harvest data from it.
• Exceed or circumvent usage limits, or use the Service in a way that imposes an unreasonable load on our infrastructure.

We may investigate suspected breaches and may remove content or suspend access where we reasonably believe these rules have been broken or where required to protect the Service, our other customers or any third party.

Because you control who your AI Agents call, what they say and what gets recorded, you are responsible for the legal basis of your calls. In relation to all calls and recordings made or received through the Service, you must:

• Obtain all consents and provide all notices required by law before calling, messaging or recording an End User — including any call-recording notification and any consent needed for automated or marketing calls.
• Comply with all telecoms, marketing, data-protection and consumer laws that apply to your calls, including the UK GDPR, the Data Protection Act 2018 and PECR.
• Honour opt-outs, do-not-call requests and screening lists, and maintain records of consent where required.
• Configure your AI Agents, scripts and disclosures truthfully, and make clear to End Users when they are speaking with an automated agent where the law requires it.

You are the controller of the personal data of your End Users. We act as your processor for that data and process it on your instructions — see our Privacy Policy. You are responsible for any claims by End Users arising from your calls, recordings or configuration.

AI Agents generate responses automatically using machine-learning models. They are powerful, but they can make mistakes, misunderstand callers, or produce inaccurate or unexpected output.

• You are responsible for reviewing, testing and supervising your AI Agents and their outputs before and during use.
• Don't rely on AI Agents as the sole basis for decisions that have legal, financial, medical or safety consequences without appropriate human review.
• You're responsible for the instructions, scripts, prompts and knowledge you give your AI Agents, and for the results they produce on your behalf.
• As between you and us, output generated by your AI Agents for you forms part of your Customer Content.

We may provision telephone numbers to you, or let you connect a number you already control, through our telephony partners. Numbers we provision are licensed to you for use with the Service only — you do not own them, and we may need to change or reclaim a number where a carrier, regulator or partner requires it, or on termination.

The Service is not a telephone or emergency-calling service. It must not be used to call emergency services (such as 999 or 112) and cannot be relied on to do so. You must ensure you and your End Users have an alternative means of contacting the emergency services.

The Fees for each Plan are set out on our pricing page or in your order. By subscribing you authorise us (and our payment processor) to charge your payment method for all Fees due.

• Subscriptions renew automatically. Plans are billed in advance each month or year and renew for the same period until cancelled.
• Minutes & overage. Only live talk-time counts towards your Minutes. If you exceed your bundle, calls keep flowing and we charge the per-minute overage rate for your Plan.
• Changing Plans. Upgrades take effect immediately and are prorated for the rest of your billing period. Downgrades take effect at the start of your next cycle.
• No setup fees. Onboarding is included; additional numbers, seats or integrations are charged as shown for your Plan.
• Taxes. All Fees are exclusive of VAT and other taxes, which we will add where applicable.
• Failed payments. If a payment fails, we may retry and may suspend the Service until amounts due are paid. Overdue sums may accrue interest at 4% a year above the Bank of England base rate.
• Price changes. We may change our Fees, with at least 30 days' notice before they apply to your next renewal.

We want you to try Zavo with confidence. If you're not happy in your first 30 days, contact us at support@zavo.ai and we'll refund your subscription fee.

The guarantee covers subscription (Plan) fees only. It does not cover telephony usage that has already been consumed — including Minutes, overage, and number or carrier charges — which reflect real third-party costs. The guarantee applies once per customer and to your first paid subscription period only. Outside the guarantee, Fees are non-refundable except as required by law or expressly stated in these Terms.

There's no minimum term and no lock-in. You can cancel at any time from your account or by contacting us.

• Cancellation takes effect at the end of your current billing cycle, and you keep access until then.
• If you're on an annual Plan, we'll refund the full unused whole months remaining when you cancel.
• We may suspend or terminate your access immediately if you materially breach these Terms, fail to pay, or where we're required to by law or to prevent harm or legal risk.
• On termination, your right to use the Service ends and any numbers we provisioned may be reclaimed.

You may export your Customer Content while your account is active. For a limited period after termination we will, on request, make your Customer Content available for export, after which we may delete it in line with our retention practices and the data-processing terms.

You retain all rights in your Customer Content. You grant us a worldwide, non-exclusive licence to host, process and use your Customer Content only as needed to provide, secure, support and improve the Service for you and to comply with law.

We do not use your Customer Content to train AI models. We do not use your call audio, transcripts or other Customer Content to train or fine-tune our own or any third party's general AI models. We may use aggregated, anonymised operational data that does not identify you or your End Users to monitor and improve the Service.

Where we process personal data within your Customer Content, we act as your processor and you as the controller. Our processing is governed by our Privacy Policy and our Data Processing Agreement, which form part of these Terms and set out security measures, sub-processors and international-transfer safeguards. We host customer data in the EU and encrypt it in transit and at rest. You are responsible for having a lawful basis to provide Customer Content to us.

The Service, including all software, models, designs, text and branding, is owned by Zavo and our licensors and is protected by intellectual-property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription, in accordance with these Terms. We reserve all rights not expressly granted.

If you send us feedback, suggestions or ideas about the Service, you grant us a perpetual, royalty-free licence to use them without restriction or obligation to you.

The Service can connect to third-party tools such as CRMs, calendars and telephony carriers. Those services are provided by others under their own terms, and we are not responsible for their availability, security or acts. Your use of an integration is between you and that provider, and you authorise us to exchange data with it as needed to deliver the features you enable.

We work hard to keep the Service available and will use commercially reasonable efforts to do so, but we do not guarantee uninterrupted or error-free operation. The Service is not sold with a specific uptime commitment unless a service-level agreement is expressly agreed in writing (for example on an enterprise Plan).

We may carry out maintenance, and will try to schedule planned maintenance to limit disruption. Support is provided through the channels described for your Plan.

Each party may receive confidential information from the other. Each party will protect the other's confidential information with reasonable care, use it only to perform under these Terms, and not disclose it except to those who need it and are bound by similar obligations, or where required by law. This does not apply to information that is or becomes public through no fault of the receiving party, or that is independently developed without using the other's confidential information.

Except as expressly stated in these Terms, the Service is provided "as is" and "as available". To the fullest extent permitted by law, we exclude all warranties, conditions and representations not set out here, whether express or implied, including any implied terms as to satisfactory quality, fitness for a particular purpose and non-infringement. We do not warrant that the Service or any AI Agent output will be accurate, complete, reliable or uninterrupted, or that it will meet your requirements. You are responsible for determining whether the Service is suitable for your purposes.

Nothing in these Terms limits or excludes either party's liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded under English law.

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

• We are not liable for any indirect or consequential loss, or for loss of profits, revenue, business, goodwill, anticipated savings, or loss or corruption of data, even if we were advised the loss was possible.
• We are not liable for losses arising from your AI Agent instructions, scripts or output, from your failure to obtain consents for calls or recordings, or from claims brought by your End Users.
• Our total liability arising out of or in connection with these Terms and the Service, whether in contract, tort (including negligence) or otherwise, is limited in aggregate to the total Fees you paid us in the three (3) months immediately before the event giving rise to the claim.

You will indemnify and hold us harmless against all claims, losses, liabilities, damages, costs and expenses (including reasonable legal fees) arising out of or in connection with your use of the Service, your Customer Content, your calls and recordings, your breach of these Terms (including the acceptable-use and call-consent sections), or any claim brought by an End User or other third party relating to your use of the Service.

We may update these Terms from time to time. If we make material changes we'll give you reasonable notice (for example by email or in the dashboard) before they take effect. If you continue to use the Service after the changes take effect, you accept the updated Terms. If you don't agree, you may cancel as described above. The "Last updated" date at the top shows when these Terms were last revised.

• Entire agreement. These Terms, together with our Privacy Policy, Data Processing Agreement and any order, are the entire agreement between us about the Service and supersede any prior discussions.
• Assignment. You may not assign or transfer these Terms without our consent. We may assign them to a group company or in connection with a reorganisation, merger or sale.
• Waiver & severability. A failure to enforce a term is not a waiver of it, and if any term is found unenforceable the rest remain in effect.
• Force majeure. Neither party is liable for delays or failures caused by events beyond its reasonable control.
• No partnership. Nothing here creates a partnership, agency or employment relationship between us.
• Third parties. No one other than you and us has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
• Governing law & jurisdiction. These Terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Questions about these Terms? Get in touch: