Terms of Use

Company: Auricall.ai Ltd ("Auricall", "we", "us", "our")

Jurisdiction: United Kingdom

1. Introduction

These Terms of Use ("Terms") apply to your use of Auricall's websites, web dashboard, Auricall Voice mobile app, Auricall Chat mobile app, embeddable livechat widget, VoIP and telecommunications features, AI-enabled tools, and any related digital services (collectively, the "Services"). By accessing or using the Services, you agree to these Terms. If you do not agree, please do not use our Services.

The Services are provided for business use only. Auricall does not provide services to consumers.

2. Who We Are

Auricall.ai Ltd provides cloud-based VoIP, AI-enabled telecommunications, and livechat services to business customers.

Registered Address: 3rd Floor, The Blade, Abbey Square, Reading, RG1 3BE, United Kingdom

Email: hello@auricall.ai

3. The Services

Depending on your subscription and configuration, the Services may include:

• voice calling, numbers, call handling, and related VoIP features via the web dashboard and Auricall Voice app;
• livechat for business teams via the web dashboard and Auricall Chat app;
• an embeddable website chat widget, visitor messaging, site-traffic visibility, and related agent tooling;
• optional AI-assisted features for calls or chat where enabled by you.

4. Using Our Services

You agree to use the Services only for lawful purposes and in accordance with these Terms. In particular, you must not:

• Use the Services in a way that breaches UK law or the rights of others.
• Upload, send, or store harmful, infringing, unlawful, or abusive content via voice, chat, attachments, or the widget.
• Attempt to copy, reverse-engineer, scrape, or interfere with our technology or other customers' use of the Services.
• Misrepresent results generated by our AI tools.
• Use the livechat widget or visitor tracking features without providing any privacy notices or obtaining any consents required for your website visitors.
• Use the Services for spam, phishing, unsolicited marketing, or abusive messaging or calling practices.

We reserve the right to suspend or terminate access if misuse occurs.

5. Your Account

Access to the Services may require an account. You are responsible for:

• Keeping your login credentials secure.
• Ensuring the accuracy of information provided.
• Controlling which team members may access voice, livechat, or other features.
• Not sharing your account with others without permission.

6. Customer Content & Livechat Responsibilities

You retain responsibility for content and data you and your end users submit through the Services, including call content, chat messages, attachments, visitor profiles, and widget configuration.

• You are the data controller for visitor, caller, and end-user personal data processed through the Services on your behalf.
• You must ensure your use of the chat widget, visitor tracking, messaging, and any call-recording or AI features complies with applicable privacy and telecoms laws.
• You are responsible for moderating chat content and attachments uploaded by your agents and website visitors.

7. Data Protection & Privacy

We comply with the UK GDPR and Data Protection Act 2018.

• We collect and process only the data necessary to operate and improve the Services, as described in our Privacy Policy.
• By using our Services, you agree to our Privacy Policy.
• Processing of Customer Content is further governed by our Data Processing Agreement where applicable.

8. AI Output Disclaimer

Our AI features are designed to support operational assistance for calls and chat, but:

• Outputs may not always be accurate, complete, or free of bias.
• They should not be relied upon for safety-critical, legal, or financial decisions without human oversight.
• Auricall is not liable for consequences of reliance on AI outputs.

9. Intellectual Property

All content, code, models, and tools within the Services are the property of Auricall.ai Ltd or licensed third parties.

• You are granted a limited, non-transferable licence to use the Services for your internal business purposes, subject to these Terms and your subscription.
• You may not copy, modify, distribute, or exploit our intellectual property without prior written consent.

10. Service Availability

We aim to keep our Services available at all times but do not guarantee uninterrupted access. We may suspend, modify, or withdraw parts of the Services for maintenance, updates, or security reasons without prior notice.

11. Fair Usage Policy – Call Minutes

Where your subscription includes a monthly allowance of call minutes, that allowance is subject to this Fair Usage Policy. The number of included minutes, applicable overage rates, and any plan-specific limits are as stated on your plan, pricing page, or order confirmation at the time of purchase or renewal.

11.1 Included minutes

• Included minutes apply to answered or completed calls with a measurable duration to or from United Kingdom (UK) numbers, unless we expressly state otherwise for your plan.
• Minutes are calculated based on connected call duration in each monthly billing period. Unused included minutes do not roll over to the next period.
• International and non-UK calls are not covered by the standard UK included-minute allowance and are charged separately at the rates then applicable to your account.

11.2 Overage

If your UK call usage exceeds the included minutes for your plan in a billing period, excess minutes will be charged at the then-current overage rate for your plan. Overage and international charges may be billed with your subscription renewal or as otherwise described in your billing settings.

11.3 Fair use

Included minutes and voice Services are intended for normal business use consistent with your plan. You must not use the Services in a way that is abusive, fraudulent, or unreasonably excessive relative to typical customer usage of a comparable plan. Without limitation, prohibited or unfair use includes:

• Automated, continuous, or high-volume dialling, robocalling, or spam calling;
• Reselling, sharing, or redistributing minutes or voice capacity outside your organisation without our written consent;
• Using the Services primarily as a wholesale transit, call-centre dumping, or SIM/VoIP bypass service;
• Any use that degrades network quality, security, or availability for other customers.

11.4 Our rights

If we reasonably believe your usage breaches this Fair Usage Policy or is otherwise abusive, we may, with or without prior notice:

• Throttle, suspend, or restrict voice or related Services;
• Require you to upgrade to a more suitable plan;
• Charge applicable overage or usage fees; and/or
• Suspend or terminate your account in accordance with these Terms.

We may update included-minute allowances, overage rates, and this Fair Usage Policy from time to time. Material changes will be reflected in your plan details, pricing information, or an updated version of these Terms.

11.5 Usage billing (numbers and minutes)

• Phone number rental is billed separately from seat subscriptions, from £5 per number per month (ex VAT). The price shown before purchase applies.
• Included UK minutes apply to inbound calls to a UK number and outbound calls to UK destinations, pooled across your account for the billing period.
• Usage beyond the included allowance, international outbound calls, and some destinations are billed at standard per-minute rates shown in your account. Some destinations may be unavailable if no rate is published.
• Usage charges may be invoiced with your monthly subscription or as shown in billing settings.

11.6 Monthly usage spend caps

We may apply a monthly limit on billable call usage (excluding seat subscriptions and number rent) for your account. When the limit is reached, new outbound calls may be blocked until the next billing period or until the limit is raised. Reseller-managed accounts may have a limit set by the reseller. Direct customers may contact us to discuss limits.

12. Reseller and wholesale partners

If you access the Services through a reseller or wholesale partner ("Reseller"), these additional terms apply alongside the Reseller agreement between Auricall and the Reseller.

• The Reseller sets your seat price within Auricall's published bounds (not below wholesale, which is 20% off Auricall list prices, ex VAT).
• You pay the Reseller for subscriptions and usage; Auricall bills the Reseller at wholesale for seats and passes through carrier costs for numbers and call usage.
• The Reseller is your first line of support for billing and service questions. Auricall remains the platform provider.
• Usage spend caps, fair use, and suspension for abusive calling apply to resold accounts as they do for direct customers.

13. Limitation of Liability

To the extent permitted by law:

• Auricall.ai Ltd is not responsible for loss of profits, revenue, data, or indirect damages.
• We do not guarantee that Services will always be error-free or secure.
• Nothing in these Terms limits liability for death, personal injury caused by negligence, or any liability that cannot legally be excluded.

14. Third-Party Links & Services

Our Services may include links to third-party websites or integrate third-party services. We are not responsible for their content, security, or privacy practices.

15. Changes to These Terms

We may update these Terms from time to time. Updates will be posted on our website or apps with a revised "Effective Date." By continuing to use our Services, you accept the updated Terms.

16. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact Us

If you have questions about these Terms, please contact:

Auricall.ai Ltd

Email: hello@auricall.ai

Address: 3rd Floor, The Blade, Abbey Square, Reading, RG1 3BE, United Kingdom