TERMS OF SERVICE

Last updated: July 2026

Agreement

These Terms apply to services provided by Deia AI Ltd trading as VocalWeb (“VocalWeb”, “we”, “us” or “our”) to business clients (“Client”, “you” or “your”).

By purchasing, accessing or using our services, you agree to these Terms.

VocalWeb is a trading style of Deia AI Ltd, registered in England and Wales under company number 16540314.

Contact: [email protected]

Services

VocalWeb provides business-to-business services including trust-led marketing, AI automation, voice/chat agents, customer journey systems, CRM workflows, review support, testimonial support, referral systems, reactivation campaigns, implementation and related managed services.

Services may include VocalWeb Edge, Website Concierge, quote journey support, customer proof systems, review requests, review replies, branded video testimonial templates, customer prompts, referral links, reactivation campaigns and performance-focused follow-up journeys.

The exact scope of work will be set out in the relevant proposal, checkout page, invoice, payment link, written agreement or onboarding communication.

No guaranteed results

VocalWeb aims to help clients improve follow-up, customer proof, reactivation, referrals and sales opportunities.

However, we do not guarantee sales, revenue, conversion rates, leads, appointments, testimonials, reviews, referrals or any specific commercial result.

Performance depends on many factors outside our control, including client data quality, customer demand, pricing, reputation, sales handling, market conditions, response times, offer strength and client follow-up.

Client responsibilities

You are responsible for:

Providing accurate business information.

Approving copy, scripts, prompts, campaigns and customer communications where required.

Ensuring you have the right to use and share any customer data, prospect data, quote records, phone numbers, reviews, testimonials, images, videos, logos, content or materials you provide.

Ensuring your use of the services complies with applicable laws and regulations, including data protection, privacy and marketing communication rules.

Confirming which contacts should or should not be included in any reactivation, follow-up, review, testimonial or referral campaign.

Responding promptly to requests for information, approvals or access needed to deliver the services.

Following up with sales opportunities handed back to your team.

Reactivation, follow-up and customer communication

Where VocalWeb supports reactivation, follow-up, review, testimonial or referral campaigns, we work with agreed contact groups, agreed messages and agreed handover points.

You remain responsible for confirming that the contacts supplied are appropriate to contact and that any required permissions, opt-outs or exclusions have been respected.

Active sales conversations, complaints, opted-out contacts, sensitive cases or contacts you do not want approached should not be included unless specifically agreed.

Testimonials, videos and customer proof

Where testimonial or customer proof services are included, VocalWeb may help create testimonial prompts, branded templates, customer messages, video/text testimonial assets, social sharing messages, links, referral prompts and related campaign material.

You are responsible for ensuring that any customer testimonial, review, video, photo or story is used with appropriate permission and does not infringe any third-party rights.

We may rely on the information, approvals and permissions you provide.

Third-party providers

VocalWeb may use third-party providers to deliver parts of the services, including CRM, automation, telephony, messaging, email, AI, transcription, hosting, payment processing, analytics, review, testimonial and referral tools.

We are not responsible for outages, failures, policy changes, pricing changes or service limitations caused by third-party providers outside our reasonable control.

Payments and billing

Fees are payable as shown in the relevant proposal, payment link, checkout page, invoice or written agreement.

Payments may include setup/build fees, start payments, monthly managed service fees, usage-based charges, and agreed performance fees.

Recurring fees are billed in advance unless otherwise agreed.

If a payment fails or becomes overdue, we may pause, suspend or limit access to the services until payment is made.

Start payments, setup fees and refunds

Where a start payment, setup fee or build fee is paid, it secures project capacity and allows work to begin.

Because planning, setup, configuration, implementation and project work may begin shortly after payment, start payments, setup fees and build fees are non-refundable once work has commenced, unless we agree otherwise in writing.

Monthly service fees are non-refundable once the relevant billing period has started, unless we agree otherwise in writing.

Performance fees

Some services may include agreed performance fees where VocalWeb-supported journeys help generate sold jobs, tracked referrals, recovered quotes or other agreed outcomes.

Performance fees only apply where agreed in writing, such as in a proposal, service agreement, payment schedule, email confirmation or other written arrangement.

The method of attribution, qualifying events, fee amount and any exclusions should be agreed before performance fees are applied.

Usage-based costs

Some services may involve usage-based costs, such as SMS, phone calls, AI usage, telephony, transcription or messaging charges.

Where usage-based costs apply, they will be handled as set out in the relevant proposal, invoice, checkout, subscription or written agreement.

Cancellation

You may cancel an ongoing monthly service by emailing [email protected] unless another cancellation process has been agreed.

Cancellation prevents future renewals but does not automatically refund payments already made or fees for the current billing period.

Unless otherwise agreed, services remain active until the end of the current paid period.

Intellectual property

VocalWeb retains ownership of its underlying systems, processes, prompts, templates, workflows, methods, know-how, designs and materials created before or outside a client project.

You retain ownership of your business name, logo, brand assets, customer data, supplied content and approved client-specific materials.

Where we create client-specific campaign materials, copy, testimonial assets or customer-facing content as part of a paid service, you may use those materials for your own business purposes, subject to payment of all fees due and any third-party tool restrictions.

Acceptable use

You must not use the services for unlawful, harmful, deceptive, abusive, discriminatory or spam-related activity.

You must not use the services to contact people unlawfully or in a way that breaches data protection, privacy, marketing or communications rules.

We may refuse, pause or terminate work if we believe a proposed use creates legal, reputational or operational risk.

Limitation of liability

To the maximum extent permitted by law:

Our total liability arising from or relating to the services is limited to the amount paid by you to us in the 30 days before the event giving rise to the claim.

We are not liable for indirect, consequential or special losses, including loss of profit, revenue, goodwill, anticipated savings, business opportunity or data.

Nothing in these Terms limits liability where it cannot legally be limited, including liability for fraud.

Changes to services

We may update, improve, replace or modify parts of the services where reasonably necessary, including where third-party tools, technical requirements, legal requirements or business needs change.

We will aim to avoid unnecessary disruption and will communicate material changes where appropriate.

Governing law

These Terms are governed by the laws of England and Wales.

Any disputes are subject to the courts of England and Wales.