Terms and Conditions

Vox4 Customer Agreement · Version 1.1 · October 2026

These are the standard terms on which VOX4 LTD supplies its services to business customers. They apply when you sign an Order Form with us. Earlier versions are available on request.

1. Parties and structure of this agreement

This agreement is between VOX4 LTD (company number 17041394), whose registered office is at 41 Highfield Road, Lymm, WA13 0DS (Vox4, we, us), and the business named on the Order Form (the Customer, you).

1.1 This agreement is made up of these documents:

• the Order Form, which sets out the services you are buying, the price and the minimum term;
• these Terms and Conditions (section 3);
• the Schedule for each service on your Order Form (Schedules 1 to 4);
• the Data Processing Terms (Schedule 5);
• the Support and Service Levels (Schedule 6);
• the Acceptable Use Policy (Schedule 7); and
• the Supplier terms that apply to the services you buy (Schedule 8).

1.2 If the documents conflict, they apply in this order: the Order Form, then Schedule 5 (for anything about personal data), then the relevant service Schedule, then these Terms and Conditions, then Schedules 6, 7 and 8.

1.3 We supply our services to businesses only. By signing the Order Form you confirm that you are acting for the purposes of your business and not as a consumer.

1.4 Each signed Order Form is a separate contract on these terms. You can add services later by signing a further Order Form.

1.5 Any terms you send us (for example on a purchase order) do not apply, even if we accept the purchase order.

2. Order Form

The Order Form sets out your details, the services you are buying, the prices, any annual price rise, the minimum term and the billing start date. We provide it to you to sign before your services start.

3. Terms and Conditions

3.1 Definitions

In this agreement: Charges means the prices on the Order Form plus any usage, call and extra charges; Go-Live Date means the date we tell you a service is ready to use; Minimum Term means the period on the Order Form, starting on the Billing Start Date; Supplier means any third party whose network, platform or software we use to provide a service; Your Content means any data, recordings, scripts, knowledge base material, messages or other information you or your users put into a service.

3.2 Start, term and renewal

3.2.1 Each Order Form starts when both parties have signed it and runs for the Minimum Term.

3.2.2 After the Minimum Term, each service renews for further periods of 12 months unless either of us gives written notice to end it at least 90 days before the end of the current term.

3.2.3 Phone services for small businesses: if you have 10 or fewer employees and buy a phone system service, we will write to you between 10 and 40 days before your Minimum Term ends, and after the Minimum Term that service continues month to month and you can end it on 30 days’ written notice.

3.3 Setting up the services

3.3.1 We will use reasonable care and skill to set up the services by the date we agree with you. Dates are estimates unless the Order Form says otherwise.

3.3.2 You will give us the information, access, approvals and help we reasonably need, on time. If you delay us, we are not responsible for the delay and the Billing Start Date still applies.

3.3.3 We connect the services to your phone system as part of set-up. Integrations with your CRM, calendar or other systems are listed on the Order Form as either “supported”, in which case we will give you an estimated timescale and complete them after go-live, or “subject to scoping”, in which case we will assess what is needed and send you a written quote, which you must accept before we start. Any integration not listed on the Order Form is not included.

3.4 Charges and payment

3.4.1 We start charging on the Billing Start Date shown on the Order Form. If the delay to go-live is caused by us, we will move the Billing Start Date back by the length of our delay. Because billing may start before go-live, if you complete your first Minimum Term and have paid all Charges on time, we will not charge you the monthly Charges for the final month of that Minimum Term.

3.4.2 Monthly charges are collected by Direct Debit monthly in advance. Usage, call and overage charges are collected monthly in arrears.

3.4.3 One-off set-up fees are payable on signing.

3.4.4 All prices exclude VAT, which you will pay at the applicable rate.

3.4.5 If you think an invoice is wrong, you must tell us in writing within 30 days of the invoice date, saying which amount and why. You must still pay the parts you do not dispute. If you do not tell us within 30 days, the invoice is treated as accepted.

3.4.6 If a payment fails or is late, we may charge interest at 4% a year above the Bank of England base rate from the due date until paid, and our reasonable costs of recovering the debt.

3.4.7 We may ask for a deposit or advance payment if we reasonably think there is a risk you will not pay.

3.5 Price changes

3.5.1 We may increase the monthly Charges once a year, on 1 April, by the fixed amount in pounds and pence set out on the Order Form. We will not otherwise increase the monthly Charges during the Minimum Term, except under 3.5.2.

3.5.2 If a Supplier increases its prices to us, or a change in law or regulation increases our costs, we may pass that increase on to you by giving you at least 30 days’ written notice. If you do not accept the increase, you may end the affected service without an early termination charge by telling us in writing within 30 days of our notice.

3.5.3 Call and usage rates follow our current price list. We will give you at least 30 days’ written notice of any increase, and you may end the affected service without an early termination charge in the same way as under 3.5.2.

3.6 Your responsibilities

You will:

3.6.1 use the services in line with the law, this agreement and the Acceptable Use Policy (Schedule 7), and make sure your users do the same;

3.6.2 keep passwords and log-in details secure, use multi-factor authentication where it is offered, and tell us straight away if you suspect anyone has accessed your account without permission;

3.6.3 be responsible for Your Content, including that you have every right, consent and notice needed to use it with the services;

3.6.4 be responsible for all charges run up on your account, including charges caused by fraud or misuse that results from poor security on your side; and

3.6.5 comply with the Supplier terms in Schedule 8 that apply to the services you buy, copies of which we will give you before you sign.

3.7 Suppliers

3.7.1 We use Suppliers to provide the services. What we commit to for each service is set out in these Terms and Conditions and the Schedules.

3.7.2 We may change a Supplier, or change how a service is provided, as long as the change does not materially reduce the service you receive.

3.8 Equipment

3.8.1 Risk in any equipment we supply passes to you on delivery. Ownership passes to you when you have paid for it in full, unless the Order Form says it is rented.

3.8.2 Manufacturers’ warranties for equipment are passed on to you. We do not give any other warranty for equipment.

3.9 Suspending services

We may suspend all or part of a service, giving you notice where we reasonably can, if:

3.9.1 you have not paid an undisputed amount within 14 days of it falling due;

3.9.2 we reasonably suspect fraud, misuse, a security risk or a breach of the Acceptable Use Policy;

3.9.3 a Supplier suspends the service to us, or we are required to by law, a regulator or the police; or

3.9.4 we need to carry out urgent maintenance.

Charges continue during a suspension under 3.9.1 or 3.9.2.

3.10 Intellectual property

3.10.1 We and our Suppliers keep all rights in the services, software, platforms and documentation. You get a non-transferable right to use them during this agreement for your own business.

3.10.2 You keep all rights in Your Content. You give us and our Suppliers permission to use Your Content only as needed to provide the services.

3.10.3 If you or your users give us or our Suppliers suggestions or feedback about the services, we and our Suppliers may use it freely, without any obligation to you.

3.11 Confidentiality

Each of us will keep the other’s confidential information private and use it only to perform this agreement. This does not apply to information that is public, already known, independently developed, or required to be disclosed by law. We may share your information with our Suppliers, insurers and professional advisers as needed.

3.12 Your indemnity

You will cover our losses, costs (including reasonable legal costs) and liabilities arising from any claim by a third party, a Supplier or a regulator that results from:

3.12.1 Your Content, or calls, messages or recordings made through your account;

3.12.2 you or your users breaching the Acceptable Use Policy, a Supplier’s end-user terms or the law; or

3.12.3 you not giving notices or getting consents that you are responsible for under this agreement.

3.13 Limits on our liability

3.13.1 Nothing in this agreement limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

3.13.2 Neither of us is liable for loss of profits, revenue, business, goodwill, anticipated savings or data (except as set out in Schedule 5), or for any indirect or consequential loss.

3.13.3 Subject to 3.13.1, our total liability in each contract year is limited to the Charges you paid us in the 12 months before the event giving rise to the claim.

3.13.4 Our total liability for breach of Schedule 5 (data protection) is limited to £100,000 in total.

3.13.5 Service credits under Schedule 6 are your only remedy for service availability or performance.

3.13.6 We are not liable for any failure of a Supplier’s network or platform, the public internet, your own equipment, power or broadband, or anything outside our reasonable control.

3.13.7 The limits in this clause do not apply to your obligation to pay the Charges or to your indemnity in 3.12.

3.14 Ending the agreement

3.14.1 Either of us may end this agreement or a service immediately by written notice if the other: (a) materially breaches it and does not put the breach right within 30 days of being asked to; or (b) becomes insolvent, enters administration or liquidation, or stops trading.

3.14.2 We may end a service on 30 days’ notice if a Supplier stops providing it to us, or immediately if you have not paid an undisputed amount within 30 days of the due date.

3.14.3 If you end a service before the end of its Minimum Term or renewal term (other than because of our breach), or we end it because of your breach or non-payment, you will pay an early termination charge equal to the Charges that would have been due for the rest of that term, less any costs we save by ending early.

3.14.4 When a service ends, you must pay all outstanding Charges. We will port your numbers to a new provider when it asks us to, even if you still owe us money, and we will not charge for a standard port. We may charge for other help, such as exporting data in a custom format. You should export any recordings, transcripts or data you want to keep before the service ends.

3.15 Transfer of this agreement

3.15.1 You may not transfer this agreement without our written consent.

3.15.2 We may transfer this agreement, or any service under it, to a group company, a buyer of our business, or the Supplier of that service, by giving you written notice. You agree to sign any document reasonably needed to make the transfer effective.

3.16 Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, including Supplier or network failures, cyber attacks we could not reasonably prevent, power cuts, fire, flood, strikes and actions of government. If an event lasts more than 60 days, either of us may end the affected service without an early termination charge.

3.17 Complaints

If you are unhappy with our service, contact us at complaints@vox4.ai. We aim to acknowledge complaints within 2 working days and resolve them within 20 working days. Our full complaints code is at www.vox4.ai/complaints. If you have 10 or fewer employees and your complaint about a phone or communications service is not resolved within 8 weeks, or we send you a deadlock letter saying we cannot resolve it, you may refer it free of charge to our alternative dispute resolution scheme. If 8 weeks pass without a resolution, we will write to you to explain this right.

3.18 General

3.18.1 Notices must be in writing and sent by email to the contacts on the Order Form, or to us at legal@vox4.ai. Email notices are received on the next working day.

3.18.2 This agreement is the whole agreement between us about its subject matter. Changes must be agreed in writing, except for changes to our price list and to the Acceptable Use Policy, which we may update on notice.

3.18.3 If a court finds any part of this agreement unenforceable, the rest continues to apply.

3.18.4 A delay in enforcing a right does not mean we have given it up.

3.18.5 No one else has any right to enforce this agreement under the Contracts (Rights of Third Parties) Act 1999.

3.18.6 This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Schedule 1: AI voice agents

• The service. We set up and run an AI voice agent that answers and, where agreed, makes calls for your business. It can answer questions, take messages, book appointments and transfer callers to your team, as described on the Order Form.
• Set-up. We build the agent from the information you give us, including your opening hours, services, prices, FAQs, transfer numbers and the greeting, voice and accent you choose. You are responsible for checking that this information is accurate and for telling us promptly when it changes.
• Testing and approval. Before go-live you will test the agent and confirm in writing (email is fine) that it is ready. Go-live is treated as approved if you start using the agent with callers.
• AI limits. The agent uses artificial intelligence. It will usually give accurate answers but may sometimes misunderstand a caller or give an incorrect or incomplete answer. It must not be relied on for medical, legal, financial or emergency advice. You must check its bookings, messages and summaries as part of your normal work.
• Telling callers. You are responsible for telling callers that they may be speaking to an AI agent and that calls may be recorded, for example in the greeting, and for having a lawful basis for recording and processing callers’ information.
• Transfers to people. Where the agent transfers callers to your team, you are responsible for having someone available to answer, or a fallback such as voicemail or a message.
• Outbound calls. If the Order Form includes outbound calls, you must make sure they comply with the Privacy and Electronic Communications Regulations, the Telephone Preference Service and Ofcom’s rules on silent and abandoned calls. You must not use the agent for unsolicited marketing calls to people who have not agreed to them.
• Allowances. Your monthly allowance of calls or minutes is set out on the Order Form. Unused allowance does not carry over. Use above the allowance is charged at the rate on the Order Form. We will tell you if your use is regularly above your allowance so you can move to a better-value package.
• Changes. Small changes to the agent’s information (for example new opening hours) are included. Larger changes, such as new call flows, new integrations or a new agent, are quoted separately.
• Voices. We will not create a voice copied from a real person without that person’s written consent, which you must provide.
• Availability. The service depends on our Suppliers’ AI, voice and telephone platforms. AI features are excluded from any uptime commitment in Schedule 6.

Schedule 2: AI call recording and insights

• The service. We connect your phone system to a call recording and analysis platform that records, transcribes, summarises and scores your calls against scorecards agreed with you, and gives you dashboards and reports.
• Connection. The service works with the phone systems listed on the Order Form. You will give us, or arrange for your phone provider to give us, the access needed to connect them. Changes to your phone system may affect the service.
• Lawful recording. You are the controller of the calls and are responsible for: (a) telling callers and your staff that calls are recorded and analysed using AI, for example in your call greeting, privacy notice and staff policies; (b) having a lawful basis for recording and analysing calls; and (c) carrying out any data protection impact assessment needed, especially for monitoring staff.
• Payment card details. You must not let card numbers or security codes be recorded. Where you take payments by phone, you will use pause-and-resume or a compliant payment method.
• Human review. AI scores, summaries and insights can be wrong or incomplete. A person must review them before you make any decision about an individual, including any disciplinary, performance or employment decision. You must not make such decisions based only on the AI output.
• Retention. Recordings and transcripts are kept for the period you choose in the platform settings, or 12 months if you do not choose. They are then permanently deleted. Export anything you need to keep longer.
• Scorecards. We will set up your first scorecards with you. Later changes you make yourself are free. Extra set-up work we do is quoted separately.
• End-user terms. Your users must accept the platform provider’s end-user terms, which we will give you.
• Availability. AI features (transcription, summaries, scoring) are excluded from any uptime commitment in Schedule 6.

Schedule 3: Phone systems

• The service. We provide a cloud phone system that works over your internet connection on desk phones, mobile and desktop apps, with the users, numbers and features listed on the Order Form.
• Emergency calls (999 and 112). You can call 999 and 112 free of charge from the phone system. Because the service runs over the internet, calls (including emergency calls) will not work during a power cut or a broadband or network outage, and the emergency services may not receive the right location if a user is working away from the address registered for their number. You must: (a) tell every user about these limits before they use the service; (b) make sure every user has another way to call the emergency services if there is a power cut or internet outage, such as a mobile phone; and (c) tell us the address where each number is used, and tell us promptly when it changes, so the emergency services receive the right location.
• Your internet connection. Call quality depends on your internet connection and local network. Unless we supply your connection, we are not responsible for problems caused by it.
• Numbers. Numbers we provide are allocated to you for use with the service but are not owned by you. We will help you move (port) existing numbers to us and, when you leave, to a new provider. Porting depends on the losing provider and may take several weeks. We are not responsible for delays or loss of service caused by another provider.
• Fair use. Any “unlimited” calling is for normal business use by one person per user licence. It excludes premium-rate, international (unless listed), and auto-dialled or call-centre-style calling, which are charged at our price list rates. We may charge for, or ask you to change, use that is well above normal business levels.
• Call charges. Calls not included in your package are charged at the rates in our current price list.
• Fraud. We may bar outbound calls straight away if we see unusual or suspicious activity. You are responsible for securing your devices, apps and accounts, and for charges caused by fraud resulting from poor security on your side.
• Recording calls. If you record calls, you are responsible for telling callers and staff and for having a lawful basis to record.
• Equipment. Handsets and headsets are covered by the manufacturer’s warranty only. You are responsible for loss or damage after delivery.
• Small businesses. If you have fewer than 50 employees, we will give you a contract summary before you sign. If you have 10 or fewer employees, clauses 3.2.3 and 3.17 of the Terms and Conditions also apply to this service.

Schedule 4: AI webchat agents and automations

• The service. We set up an AI chat assistant for your website and, where listed on the Order Form, automations that carry out tasks such as updating your CRM, sending follow-up emails or texts, and creating notes after calls.
• Your information. The assistant answers from the information you give us. You are responsible for its accuracy and for telling us when it changes.
• Telling visitors. You will make it clear on your website that visitors are chatting with an AI assistant, and your website privacy notice must explain how chat data is used.
• Collecting leads. Where the assistant collects names and contact details, you are responsible for having a lawful basis to use them, and for getting consent before sending marketing.
• AI limits. The assistant may sometimes give incorrect or incomplete answers. It must not be relied on for medical, legal, financial or emergency advice.
• Integrations and access. You will give us the access we need to your website and systems, and keep it in place. If a third party changes its system or ends our access, the automation may stop working. We will help fix it, and may charge for significant rework.
• Testing. You will test each automation and confirm it works as you need before relying on it, and check its results as part of your normal work. We are not responsible for actions an automation takes based on data or rules you approved.
• Usage limits. Any limits on conversations, tasks or messages are set out on the Order Form. Use above the limits is charged at the rates shown there.
• Availability. AI features are excluded from any uptime commitment in Schedule 6.

Schedule 5: Data processing terms

This Schedule is the data processing agreement between you and us required by Article 28 of the UK GDPR. Words such as controller, processor, personal data, data subject and personal data breach have the meanings given in UK data protection law (the UK GDPR, the Data Protection Act 2018 and the Data (Use and Access) Act 2025).

1. Roles

1.1 You are the controller of the personal data processed through the services (for example callers’ details, call recordings and transcripts). We are your processor.

1.2 We are a controller of the business contact and billing details we hold about you, which we use under our privacy policy at www.vox4.ai/privacy. We are registered with the Information Commissioner’s Office under registration number ZC267253.

2. Our obligations

We will:

2.1 process personal data only on your documented instructions, which are this agreement, the Order Form and your use and settings of the services, unless the law requires otherwise (in which case we will tell you, unless the law forbids it);

2.2 tell you if we think an instruction breaks data protection law;

2.3 make sure anyone we allow to process the data is bound by confidentiality;

2.4 keep in place the security measures in Annex B;

2.5 only use sub-processors in line with paragraph 3;

2.6 help you, taking into account the nature of the processing, to respond to requests from data subjects. We will pass any request we receive to you within 2 working days and not respond to it ourselves unless you ask us to;

2.7 help you with security, breach notifications, data protection impact assessments and consulting the ICO, using the information available to us;

2.8 at the end of the services, delete the personal data within 30 days, or return it to you first if you ask in writing before the services end, unless the law requires us to keep it. Copies in backups are deleted as the backups are overwritten in the normal cycle and are kept secure until then; and

2.9 make available the information reasonably needed to show we comply with this Schedule, and allow audits under paragraph 5.

3. Sub-processors

3.1 You give us general permission to use sub-processors. The sub-processors we use at the start of this agreement are listed in Annex C.

3.2 We will tell you at least 10 days before adding or replacing a sub-processor. If you have reasonable data protection grounds to object, you must tell us in writing within that period. We will discuss your objection in good faith. If we cannot resolve it, you may end the affected service without an early termination charge.

3.3 We will put in place written terms with each sub-processor that give the personal data protection appropriate to the processing. We remain responsible to you for our sub-processors’ performance under this Schedule, subject to the limits in clause 3.13 of the Terms and Conditions.

4. Personal data breaches

4.1 We will tell you without undue delay, and aim to do so within 48 hours, after becoming aware of a personal data breach affecting your personal data.

4.2 We will give you the information we have about the breach, and update you as we learn more, so you can meet your own obligations to notify the ICO and data subjects.

4.3 We may tell our Suppliers, insurers and professional advisers about a breach. We will not otherwise tell any third party about a breach affecting your data without your agreement, unless the law requires it.

5. Audits

5.1 You may audit our compliance with this Schedule once a year, on at least 30 days’ written notice, during business hours and at your own cost.

5.2 We may first answer an audit request by giving you our and our sub-processors’ current security certificates and reports (such as Cyber Essentials or ISO 27001). You may carry out a further audit only if those do not reasonably answer your concerns, or if the ICO requires it.

6. International transfers

We and our sub-processors may process personal data outside the UK only where there is a lawful transfer method, such as a UK adequacy regulation, the International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses. Annex C shows where each sub-processor stores data.

7. AI and use of data

7.1 We will not use your personal data to train AI models.

7.2 Our sub-processors’ commitments on AI training and on the use of anonymised or aggregated data are set out in their own terms, and summarised in Annex C. Anonymised data that no longer identifies anyone is not personal data.

8. Costs

We may charge reasonable fees, at our standard rates, for help under paragraphs 2.6, 2.7 and 5 that goes beyond what is reasonable as part of normal service, or that is caused by your own breach.

9. Your obligations

You are responsible for having a lawful basis for the processing, giving the notices and getting the consents needed (including telling callers about recording and AI), and making sure your instructions comply with data protection law.

Annex A: Details of processing

Annex B: Security measures

• Data encrypted in transit and at rest
• Access limited to staff who need it, with unique log-ins and multi-factor authentication
• Sub-processors hosted in professionally managed data centres with recognised security certification
• Regular software updates and security patching
• Backups and recovery processes
• Staff confidentiality obligations and data protection training
• A process for detecting, recording and responding to security incidents

Annex C: Sub-processors

The providers that our sub-processors use (such as hosting, speech-to-text and AI model providers) are available on request.

Schedule 6: Support and service levels

• How to get support. Email support@vox4.ai or call 0161 250 0014. Support hours are 9am to 5:30pm, Monday to Friday, excluding UK bank holidays.
• Response targets. We aim to respond within these times during support hours:

• Our Suppliers. Some faults can only be fixed by our Suppliers. We will report them promptly, chase them and keep you updated. Fix times depend on the Supplier.
• No uptime guarantee. We do not guarantee that any service will be uninterrupted or available 100% of the time, and we do not give an uptime guarantee for phone system services.
• Service credits. Where a Supplier gives us a service credit for downtime that affected your service, we will pass on a fair share of that credit to you as a reduction on your next invoice. You must claim within 30 days of the end of the month concerned. Service credits are your only remedy for downtime.
• Exclusions. Response targets and service credits do not apply to problems caused by AI features, your internet connection, power, network or equipment, your own changes or misuse, planned maintenance, suspension under clause 3.9, or events outside our control.
• Planned maintenance. We or our Suppliers may carry out planned maintenance. Where we can, we will give you notice and arrange it outside normal business hours.

Schedule 7: Acceptable use policy

You and your users must not use the services to:

• break any law or regulation, including data protection law, the Privacy and Electronic Communications Regulations and Ofcom’s rules on nuisance, silent and abandoned calls;
• make unsolicited marketing calls or send unsolicited marketing messages to people who have not agreed to receive them or who are registered with the Telephone Preference Service;
• send or store material that is defamatory, offensive, obscene, threatening, harassing, discriminatory or that infringes anyone’s rights, including copyright;
• mislead callers or website visitors, including by having an AI agent claim to be a human when sincerely asked;
• impersonate any person or organisation, or copy a real person’s voice without their written consent;
• collect payment card details through an AI agent, chat assistant or recording;
• try to get around the services’ security, test or attack them, or access another customer’s data;
• try to manipulate an AI agent or assistant to behave outside its instructions (prompt injection), or copy, scrape or reverse engineer the services or their AI models;
• use outputs from the services to build or train a competing AI product;
• resell or provide the services to anyone outside your business without our written consent; or
• use the services in a way that harms our network, our Suppliers or other customers, including auto-dialling or very high call volumes not agreed in advance.

The Supplier terms in Schedule 8, including our Suppliers’ own use policies, also apply. We may update this policy by giving you notice. If you break it, we may suspend the service under clause 3.9 and you will be responsible under clause 3.12.

Schedule 8: Supplier terms

Some services are provided using a Supplier’s platform. The Supplier terms listed below apply to your use of that service as well as this agreement. We will give you a copy before you sign, and tell you in writing if they change.

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