Voxra Terms of Service

These terms are an agreement between you (the business signing up, "you") and IQ Mobile Limited, trading as Voxra ("Voxra", "we", "us"). IQ Mobile Limited is registered in England and Wales under company number 09411131, with its registered office at Unit 5, Riverside Court, Bath, BA2 3DZ.

Voxra is a service for businesses. By ticking the box at checkout you confirm you are acting for a business (including as a sole trader) and have authority to accept these terms for it. Consumer protection rules that only apply to consumers do not apply to this agreement, but nothing in these terms limits any right you have that cannot lawfully be limited.

These terms, the pricing shown at checkout, our Privacy Policy and — where your plan includes an eSIM — IQ Mobile's mobile terms (section 9) together make up the whole agreement.

Voxra gives your business a UK phone number and, depending on your plan, an AI receptionist that answers calls on your behalf, captures caller details, answers questions from the information you give it, books appointments into a connected calendar, sends you summaries and alerts, and can message you and your customers (for example by SMS or WhatsApp).

Plans: Voxra Line (rings your mobile first. if you don't answer in 25 seconds, voxra answers.); Voxra Pro (your business mobile, with voxra answering built in); Voxra Complete (for busy businesses, or more than one site). What each plan includes is described on voxra.uk and at checkout at the time you buy.

The AI receptionist works from the business information you provide. It can make mistakes, misunderstand callers or fail to answer (for example during a network or supplier outage). You are responsible for checking bookings and messages and for the advice, prices and promises made to your customers in your name. Voxra is not suitable for emergency services, medical triage or any use where a missed or mishandled call could put someone at risk.

We may improve and change the service over time. If a change materially reduces what your plan includes, we will tell you at least 30 days in advance and you may cancel before it takes effect.

New customers get a 7-day free trial. The trial starts when your Voxra number is activated, not when you create your account.

Once your number is activated we will ask you to add a card or set up a Direct Debit. Nothing is charged during the trial. If no payment method is on file by the end of the trial, AI answering pauses until one is added: calls continue to ring your mobile and, if unanswered, go to voicemail. If you cancel before the trial ends you pay nothing.

At the end of the trial your paid subscription starts automatically on the plan and billing period you chose, unless you cancel.

Trials are one per business. We may end a trial early if we reasonably believe it is being misused.

Prices are in pounds sterling and exclude VAT, which is added at the prevailing rate. The price of your plan and any add-ons is the one shown at checkout (or later agreed with you).

You can pay monthly or annually. Monthly plans are billed in advance each month. Annual plans are billed in advance for 12 months at the discounted annual price. Add-ons (AI minute bundles and eSIM data upgrades) are billed monthly in advance.

Billing is provided by IQ Mobile Limited. You can pay by debit or credit card (processed by Stripe) or by Direct Debit (processed by GoCardless). Direct Debits are covered by the Direct Debit Guarantee. By adding a payment method you authorise us to take the charges due under these terms.

If a payment fails we will tell you and retry. If a payment remains unpaid 14 days after we have told you, we may suspend AI answering and other paid features until it is paid, and after a further 14 days we may end your subscription. We may charge statutory interest on late business payments.

Invoices are available in your Voxra account.

An "AI minute" is a minute of a call being handled by the Voxra AI receptionist. Each AI-handled call is rounded up to the next whole minute (for example, a call lasting 1 minute 10 seconds uses 2 AI minutes).

Your plan includes a monthly allowance of AI minutes. You can add a monthly AI minute bundle at checkout or any time from your account. Included and bundled minutes reset at the start of each monthly billing period and do not roll over.

When you reach your total monthly allowance, AI answering stops for the rest of that billing period: calls to your Voxra number continue to ring your mobile and, if unanswered, go to voicemail. We will not charge you for AI minutes beyond your allowance unless you have chosen to add more. We aim to let you know when you are getting close to your allowance.

AI minutes are currently priced at 10p per minute, sold in bundles. We may change the price of AI minutes and AI minute bundles by giving you at least 30 days' notice by email. If you do not want to accept the new price, you may remove the bundle or cancel before the change takes effect without any charge for doing so. This clause exists because the underlying costs of AI services are still changing quickly; we will use it only to reflect genuine changes in our costs.

On Voxra Line, calls ring your mobile first and the AI receptionist answers only if you have not answered within about 25 seconds (or straight away if no mobile is set). Only the calls the AI receptionist handles use AI minutes. Voxra Line does not include customer WhatsApp messaging, workflows, card deposits or multiple numbers; you can move to another plan at any time.

Voxra is for genuine business communications with your own customers. You must not use it:

• to make or receive calls or messages that are unlawful, harassing, fraudulent or misleading;
• to send unsolicited marketing, or any marketing that breaches the Privacy and Electronic Communications Regulations (PECR);
• for call centres, auto-dialling, resale, or routing other businesses' traffic through your plan;
• to impersonate another person or business, or to hide who you are;
• in a way that could damage our network, our suppliers' networks or other customers' service.

Allowances described as unlimited or included are subject to this fair use policy. If your use is well outside what is normal for a small business on your plan we will talk to you first and may move you to a more suitable plan. We may suspend service immediately where we reasonably believe it is being used unlawfully or for abuse.

Calls answered by Voxra's AI receptionist are transcribed, and their audio is recorded unless you switch recording off in your settings, so the service can work (for example, to summarise calls, remember returning callers and let you review what was said). Voicemails left on your Voxra number are recorded messages and are transcribed. Calls you answer yourself — on your own mobile or your Voxra eSIM — are not recorded by Voxra, unless you're on Pro or Complete and turn on "Voxra listens to calls you answer" in your settings.

When that's on, Voxra records the incoming calls you answer on your Voxra number or eSIM (never the calls you make). Before you're connected, the caller hears "This call may be recorded." — you can't switch that announcement off while the feature is on. Voxra transcribes each call and drafts the follow-ups it hears (quotes to send, jobs to book, contacts to save) for you to check. Drafts are never sent to your customer or booked for you. You can turn it off at any time.

For the personal data of your callers you are the controller and we act as your processor (see our Privacy Policy and section 12). You are responsible for having a lawful basis for recording and processing your callers' information and for telling them about it. In particular you must:

• not try to stop callers being told they are speaking to an AI assistant. Voxra says so at the start of every call it answers (and, while recording is on, that calls may be recorded); you can change the wording but not remove it, and you must not instruct Voxra to claim to be a human;
• tell callers how you use their information, including recordings and transcripts, in your own privacy notice (for example on your website);
• if you turn on "Voxra listens to calls you answer", make sure you have a lawful basis for recording those calls (for most businesses, a legitimate interest in keeping records of customer calls), and turn it off for calls it wouldn't be appropriate to record;
• not ask Voxra to collect special category data (such as health information) or payment card numbers by voice unless you have a lawful basis and appropriate safeguards;
• respond to your customers' data protection requests, with our help where needed.

Recordings and transcripts are kept as described in our Privacy Policy. You can download or delete everything held about an individual caller from their customer page in your account.

You are responsible for the accuracy of the business information, prices, opening hours and rules you give Voxra, and for keeping them up to date. Voxra will tell callers what you have told it.

If you connect other services (for example Google Calendar, Outlook or Xero) you authorise us to access them as needed to provide Voxra, and your use of them remains subject to their own terms. You can disconnect them at any time.

Card deposits (Pro and Complete): if you set up deposits, we create a Stripe account for your business and Stripe asks you for the details it needs to verify you. Payment processing services for deposits are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement (together, the "Stripe Services Agreement"; see stripe.com/legal/connect-account). By setting up deposits you agree to be bound by the Stripe Services Agreement, as Stripe may modify it from time to time. As a condition of Voxra enabling payment processing services through Stripe, you agree to give Voxra accurate and complete information about you and your business, and you authorise Voxra to share it, and transaction information about your use of those services, with Stripe.

Your business is the seller for every deposit your customers pay: the money goes to your Stripe balance and then your bank, Stripe's processing fees are taken from it, and you are responsible for refunds, disputes and chargebacks with your customers. Voxra doesn't currently take a fee on deposits and never sees card details. You manage payments, refunds, disputes, payouts and your bank details on Voxra's Payments page. Turning deposits off stops Voxra sending payment links; your Stripe account and its balance stay yours.

Taking payments for a job (Pro and Complete): once your Stripe account can take card payments, you and the team members you allow can take a card payment in person on a compatible phone in the Voxra app (Tap to Pay on iPhone, or Tap to Pay on Android), or send the customer a payment link for what's left on a job. These payments are processed by Stripe under the same Stripe Services Agreement, and your business is the seller for them in the same way as for deposits. Tap to Pay on iPhone is also subject to Apple's Tap to Pay on iPhone terms, which an owner or admin of your business accepts in the app the first time it is used (see stripe.com/legal/apple-acceptance-platform). Stripe needs your phone's location when you take a payment, to prevent fraud. You are responsible for checking the amount before you take it and for who on your team you allow to take payments.

You keep ownership of your content. You give us a licence to use it to provide, secure and improve the service for you.

Where your plan includes an eSIM, the mobile service (calls, texts and data) is provided by IQ Mobile Limited and is also governed by IQ Mobile's mobile service terms, which are incorporated into this agreement by reference and available at https://iqmobile.biz/legal. If those terms and these terms conflict on something about the mobile service itself, the mobile terms apply; for everything else, these terms apply.

Your eSIM's included data allowance is shown on your plan. Data upgrades replace the included allowance for the months they are active. Unused allowances do not roll over.

You are responsible for the device the eSIM is installed on, for keeping it secure and for telling us promptly if it is lost or stolen so we can bar the line. Charges run up before you tell us remain payable.

Mobile coverage is not guaranteed everywhere. Calls to UK emergency services (999/112) are available on the mobile network but must never rely on Voxra's AI receptionist.

We allocate you a UK number when your Voxra service is activated. Numbers are allocated to us by Ofcom and assigned to you for as long as you are a customer; you do not own them.

You may ask to port an existing number to Voxra. Porting depends on your current provider and can take time; until it completes your calls stay with your current provider. You remain responsible for your contract with them.

To port a landline or other non-mobile number you sign a Customer Letter of Authority (CLoA), on screen or on paper. By signing it you confirm that you are authorised to act for the business that holds the number, and you authorise us and our network partner (IQ Mobile / Magrathea) to ask your current provider to move the numbers listed and to obtain the service details needed to do so. Porting the main number usually ends the line with your current provider, including services such as broadband on it; arranging the end of, or changes to, any other services with your current provider is your responsibility. If you sign on screen we record your drawn signature with the time, your IP address and the email address of your Voxra login, and that electronic signature has the same effect as a signature on paper. We keep the signed CLoA as the porting rules require (see our privacy policy).

If you leave Voxra you may port your Voxra number to another provider, provided your account is paid up and the port request is made before your service ends. After your service ends we may reallocate the number after a quarantine period.

You can cancel any time from your account or by emailing us. Monthly plans end at the end of the current monthly billing period; you will not be charged again. Annual plans end at the end of the annual period and are not refunded for the unused part, except where the law requires or where we end the service without cause.

Add-ons can be removed at any time and stop at the end of the current month.

We may end this agreement on 30 days' notice for any reason, and immediately if you seriously or repeatedly break these terms, fail to pay (as described in section 4), or become insolvent.

When the service ends, AI answering, your number (unless ported) and your eSIM stop working. You can export your data until then; we then delete it as described in our Privacy Policy.

Our Privacy Policy explains how we use personal data about you. For personal data about your callers and customers that Voxra processes on your behalf, we act as your processor under UK GDPR: we process it only on your instructions (these terms and how you configure Voxra), keep it confidential and secure, use only the sub-processors listed in our Privacy Policy (and tell you before adding new ones), help you respond to data subject requests and personal data breaches, and delete or return it when the service ends.

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

We are not liable for loss of profits, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss — including jobs or bookings missed because a call was not answered, was mishandled, or because AI answering had paused at your allowance.

Our total liability to you in any 12-month period is limited to the total charges you paid us for Voxra in that period.

We are not responsible for failures caused by events outside our reasonable control, including failures of networks, suppliers or power.

We may update these terms. If a change is material and to your disadvantage we will give you at least 30 days' notice by email, and you may cancel before it takes effect. The current version and its date are always shown on this page.

If something isn't right, tell us at help@helloiq.uk and we will aim to resolve it within 5 working days. If we can't, we will escalate it within IQ Mobile and give you a final response within 8 weeks.

For complaints about the communications services (your number or eSIM), if we haven't resolved things within 8 weeks, or we write to say we are at deadlock, small businesses with 10 or fewer employees may be able to take the complaint to our independent Alternative Dispute Resolution scheme, free of charge. Details are in IQ Mobile's complaints code.

You may not transfer this agreement without our consent. We may transfer it to another company in our group or to a buyer of the Voxra business, and will tell you if we do.

If any part of these terms is found unenforceable, the rest still applies. If we don't enforce something straight away, we can still enforce it later.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.