Terms of Service

1. Who we are

Voxinly is a service provided by Emberquay Ventures Ltd, a company registered in England and Wales (company number 17278440) whose registered office is 52 Grove Lane, Holt, Norfolk, NR25 6ED, trading as "Voxinly". In these Terms, "Voxinly", "we", "us" and "our" mean Emberquay Ventures Ltd. "You" and "your" mean the business or individual that subscribes to the service.

You can contact us at hello@voxinly.com for billing or account questions, and privacy@voxinly.com for data-protection enquiries.

2. The service

Voxinly provides a hosted chatbot widget that you embed on your website. The widget captures customer enquiries, answers questions from a knowledge base you supply, qualifies leads, and alerts you when a customer is ready to book. The service includes an admin dashboard, analytics, email and WhatsApp/SMS notifications, and selected third-party integrations (with further calendar and job-management integrations planned).

We may add, change or remove features from time to time. We'll give you reasonable notice (at least 30 days) before removing or materially changing a feature you actively rely on.

3. Free trial

New accounts get a 14-day free trial (no card needed) with full features. We don't ask for card details to start the trial. At the end of the trial your account goes read-only until you choose a Starter, Pro or Business plan — nothing is charged automatically, and all your setup is saved. We'll email you a reminder a couple of days before the trial ends.

4. Plans and billing

Our published plans at the date of these Terms are Starter (£29/month, 300 conversations), Pro (£89/month, 3,000 conversations) and Business (£249/month, 15,000 conversations). All prices are inclusive of VAT at the prevailing UK rate where applicable. Annual plans are billed up front and include two months free (pay 10 months, get 12).

Subscriptions renew automatically each month or year (as applicable) until you cancel. You can cancel at any time from /admin/billing or by emailing hello@voxinly.com. Cancellation takes effect at the end of your current billing period.

If we change our prices we'll give you at least 30 days' notice by email before the change takes effect on your account. You can cancel before the change takes effect if you don't want to pay the new price.

5. Refunds

We don't refund part-months on monthly plans. If you cancel mid-month, your chatbot keeps running until the end of the month you've paid for. For annual plans, you can request a pro-rata refund of unused full months if you cancel within 30 days of the renewal date — after 30 days the annual plan is non-refundable.

Statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply if you sign up as a consumer rather than a business — see /resources/consumer-cancellation for details.

6. Your account

You're responsible for keeping your account login details safe. Don't share them. Tell us straight away at hello@voxinly.com if you think someone else has got access. You're responsible for any activity on your account up to the point you tell us.

7. Your content and knowledge base

Everything you upload — prices, postcodes, opening hours, branding, knowledge-base articles, customer data — stays yours. You grant us a limited licence to host, process and display that content so we can provide the service. We don't use your knowledge-base content to train any general-purpose AI model.

You promise that your content is accurate, that you have the right to upload it, and that it doesn't infringe anyone else's rights or break any law. We may remove content that breaks these promises, with notice where possible.

8. Acceptable use

You agree not to use Voxinly to: send spam or unlawful marketing; impersonate someone else; harvest personal data without a lawful basis; host or distribute illegal content; attempt to break into our systems or those of other Voxinly customers; or reverse-engineer the service.

9. Your customers and your legal obligations

Voxinly is a tool you use to talk to your customers. You are the data controller for your customers' personal data and remain responsible for: providing your own privacy notice; getting any consents you need; honouring data-subject rights; and complying with UK GDPR, the Privacy and Electronic Communications Regulations 2003 (PECR), and any sector-specific rules (Gas Safe, NICEIC, FCA etc.) that apply to your trade.

We act as a data processor on your behalf for end-customer data. A Data Processing Agreement is available at /legal/dpa and forms part of these Terms when you sign up.

10. Service availability

We aim for 99.5% monthly uptime, measured at our load balancer. We don't promise the service will be uninterrupted or error-free. We carry out planned maintenance and will give you reasonable advance notice where the maintenance is likely to affect you. Unplanned downtime and planned maintenance are reported on our status page at /status.

11. Suspension and termination

We may suspend or terminate your account if you materially breach these Terms, fail to pay an invoice for more than 14 days after we've reminded you, or if continued service would expose Voxinly or other customers to legal or security risk. We'll tell you why, in writing, and give you a chance to fix the problem where it's reasonable to do so.

On termination, we'll give you 30 days to export your data via the Export button in /admin/settings. After 30 days we'll delete your account and the associated data, subject to anything we're legally required to keep.

12. Intellectual property

Voxinly's software, design, documentation, and brand are owned by Emberquay Ventures Ltd or licensed to us. We grant you a non-exclusive, non-transferable, revocable licence to use the service for your own internal business purposes during your subscription. Nothing in these Terms transfers any intellectual-property rights to you.

13. Confidentiality

Each party will keep confidential information shared by the other party confidential and only use it to perform these Terms. This obligation does not apply to information that is already public, lawfully received from a third party, or required to be disclosed by law or a regulator.

14. Warranties and liability

We provide the service with reasonable skill and care. Except as expressly set out in these Terms, we exclude all other warranties, conditions and representations to the fullest extent allowed by law.

We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be lawfully excluded.

Subject to the paragraph above, our total liability to you in any 12-month period (whether in contract, tort, breach of statutory duty or otherwise) is capped at the greater of (a) the fees you've paid us in the 12 months before the claim arose, and (b) £1,000.

We are not liable for indirect or consequential loss, lost profits, lost data (other than as required by the DPA), lost goodwill, or for any loss arising from your use of the leads Voxinly captures (for example, you not following up on a hot lead).

15. Indemnity

You will indemnify Voxinly against any claim, loss or expense (including reasonable legal fees) arising from: (a) your breach of these Terms; (b) content you upload or instruct Voxinly to send; or (c) your breach of UK GDPR, PECR or any other law in your use of the service. This indemnity is uncapped but does not cover loss caused by our negligence or breach.

16. Changes to these Terms

We may update these Terms from time to time. If a change is material we'll email you and give at least 30 days' notice. Continued use of the service after the notice period means you accept the change. If you don't accept it, you can cancel before the change takes effect.

17. Governing law and jurisdiction

These Terms and any dispute arising from them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that we may bring proceedings to enforce intellectual-property rights in any competent court.

18. Contact

Questions about these Terms: hello@voxinly.com. Data-protection enquiries: privacy@voxinly.com. Emberquay Ventures Ltd, 52 Grove Lane, Holt, Norfolk, NR25 6ED, United Kingdom, trading as "Voxinly".