These terms govern your use of Sayora (“we”, “us”, “our”), operated by Sayora Ltd, a company registered in Scotland with company number SC888928, registered office 13/4 Grindlay Street, Edinburgh, Scotland, EH3 9AT. By signing up for or using Sayora you agree to them. If you don’t agree, don’t use the service.

1. What Sayora does

Sayora is an AI-powered phone-answering service for UK businesses. When a customer dials a phone number we provision to you, Sayora answers, captures lead details, answers questions from a knowledge base you’ve configured, and sends your team a summary of the call by text, email or both. Optionally, if you connect a calendar (cal.com or Google Calendar), Sayora can also book, reschedule, and cancel appointments.

Sayora is inbound only. We do not offer outbound calling.

2. Eligibility

To use Sayora you must:

Be at least 18 years old.
Be authorised to act on behalf of a UK-registered business (sole traders included).
Provide accurate information when signing up.
Comply with applicable UK law and the rules of Ofcom, the Information Commission (formerly the ICO), and the Privacy and Electronic Communications Regulations (PECR).

3. The phone number we provision to you

We assign a UK phone number to your account through our telephony partner, under Ofcom’s individual regulatory bundle. The number is licensed for your business; it is presented as your own number when Sayora answers. You are responsible for using it as your business contact number, displaying it consistently, and complying with any caller-ID and Ofcom rules that apply to your business.

If you terminate, we will use reasonable efforts to assist with porting the number to a provider of your choice, subject to our carrier’s and Ofcom’s process and timing. UK port-outs typically take several business days; see §10 for how we handle call routing during an in-progress port.

4. Recording disclosure (your obligation)

UK law and good practice require calls to be announced as recorded. Sayora plays an audible disclosure on every call we answer, either in Sayora’s opening words or at the start of Sayora’s first reply, and always before Sayora asks the caller for any details. You must not disable, modify, or shorten this disclosure. If you do, your account may be suspended.

You are also responsible for displaying a privacy notice on your own website and at your premises explaining that incoming calls are answered by Sayora’s AI and recorded.

5. Acceptable use

You must not:

Use Sayora for any illegal purpose.
Use Sayora to send unsolicited marketing calls or SMS (Sayora is inbound only; PECR rules around outbound marketing are out of scope).
Knowingly configure Sayora in a way that misleads callers.
Use the service in a way that interferes with other clients or with our infrastructure.
Attempt to reverse-engineer, scrape, or circumvent the service.
Upload knowledge-base content that infringes others’ rights or that contains illegal material.
Attempt to extract or exfiltrate other clients’ data via the AI.

6. Your responsibilities for caller data

You decide why callers call you. You are the data controller for caller data; Sayora is your data processor. Our Data Processing Addendum forms part of these terms and sets out how we process caller data on your behalf. You must:

Have a lawful basis for processing caller data. For most inbound business calls this will be legitimate interests (handling a customer enquiry) or contract performance (where the caller is already a customer). If the calls you receive routinely involve special-category data (for example health information for medical, care or therapy services), you must have a condition under UK GDPR Article 9, and for criminal offence data a condition under Article 10.
Maintain a privacy notice on your own website explaining how callers’ data is handled, that calls are answered by Sayora’s AI, and that they are recorded.
Respond to caller subject-access requests. We will help you locate the data we hold on your behalf.
Promptly notify us of any breach you become aware of that involves caller data.
Provide accurate information in your knowledge base. Sayora reads from it, and you remain responsible for what’s there.

7. SMS messaging

Sayora sends SMS through a UK messaging provider, using an alphanumeric sender ID (“Sayora” or, where supported, your business name). SMS is one-way: recipients cannot reply. You are responsible for the content of any SMS templates you customise. We include opt-out language where regulations require it.

Support chat

We use Crisp to provide support chat on our website and in the Sayora portal. When you use support chat while signed in, we share your account email address and display name with Crisp so our team can identify and respond to your request. Our use of Crisp and the personal data involved is described in our Privacy Policy.

8. Calendar integration (optional)

If you connect cal.com or Google Calendar to Sayora, you authorise us to:

Read free/busy time on the calendar you select.
For Google Calendar, read the events on that calendar, as our Privacy Policy describes, to keep Sayora’s bookings in step with it and, where travel-aware booking is on, to rank the times offered by how much travel they would add.
For cal.com, receive cal.com’s notices when a booking on your account is rescheduled or cancelled, acting only on the bookings Sayora made.
Create events when Sayora books an appointment on a caller’s behalf.
Update events when Sayora reschedules.
Delete events when Sayora cancels.

You confirm you have the right to grant this access (the connected account must be yours or one you are authorised to manage). You may disconnect at any time from the Sayora portal, and we stop using the connection as soon as you disconnect. For Google Calendar you can also remove Sayora’s access in your Google account settings; if you do, also disconnect it in the portal so your receptionist stops offering bookings.

Our use of Google Calendar data is governed by the Google API Services User Data Policy and our Privacy Policy, which sets out which events we read and that we act only on the ones Sayora created.

9. Service availability

We aim for high availability but do not guarantee uninterrupted service. Voice calls depend on several third-party providers for telephony, speech recognition, language models and speech synthesis; the failure of any of those may briefly affect Sayora. We use reasonable efforts to maintain redundancy and to notify you of significant incidents. The categories are set out in our Privacy Policy, and we will give you the current provider names on request.

10. Suspension and termination

We may suspend or terminate your account if:

You breach these terms.
You fall behind on fees (where billing applies).
You use the service in a way that endangers other clients, our infrastructure, or the public.

We will give you reasonable notice except where the breach is material or illegal.

You can stop your subscription yourself at any time under Settings → Billing, which ends billing and stops calls being answered at the end of your current period. You can also email hi@sayora.ai and ask us to close the account outright. Once you have paid for your plan, both routes end the same way, and so does a subscription that lapses because payment stopped. The only difference is how quickly calls stop:

Calls stop being answered and the assigned number plays a message saying it can’t take calls. If you cancelled in the portal, that happens at the end of your paid period. If you asked us to close the account, within 24 hours. If a payment failed, we keep answering and retrying for 14 days, and calls stop then if it is still unpaid. If you have a number port to another provider already in progress on the termination date, we will keep routing the number to Sayora until the port completes, or for up to 30 days, whichever comes first.
The account is held for 90 days from the day your service ended, recoverable on request, and your assigned number is held for you across that whole window. At 90 days it moves to Deleted automatically. You can request immediate Deletion at any time.
For an account that has paid, we will email you 7 days before that automatic deletion, and again when it completes.
If a free trial ends without a payment and you did not ask us by email to close it, the 90 days do not apply: we email you when calls stop, and the account is deleted and its number released 30 days later.
When the account moves to Deleted, the assigned phone number is released back to the operator pool (if it has not already been ported), and all data we control is purged per the retention schedule in our Privacy Policy.
Billing stops at the end of your current billing period and no further charges are raised after it. Any amount already due for a period you have used remains payable.

11. Intellectual property

We own Sayora: the software, AI configuration, brand, and infrastructure. You own:

Your knowledge-base content.
Your account and configuration.
Your customer / caller data.

You grant us a non-exclusive licence to use your content solely to deliver the service.

12. Confidentiality

We treat your business information as confidential. You will treat as confidential any non-public information about Sayora that we share with you (e.g., feature roadmap, internal pricing).

13. Warranties and disclaimers

Sayora is provided “as-is”. We do not warrant that:

Sayora will give a correct answer on every call.
Every caller will be successfully captured.
Integrations will be uninterrupted.

AI-generated responses may occasionally contain errors or omissions. You remain responsible for following up on leads and verifying any caller-provided information that materially affects you. Statutory rights you have as a consumer that cannot be excluded under Scots law (or, where you are a consumer based elsewhere in the UK, the law applicable to you) are not affected by these terms.

14. Limitation of liability

To the maximum extent permitted by law, our total aggregate liability for any claim arising out of or related to the service in any 12-month period is limited to the fees you paid to us in the 12 months preceding the claim.

We are not liable for:

Loss of business, profit, or revenue.
Indirect or consequential damages.
Loss arising from the failure of third-party providers we depend on (the telephony, speech, language-model and calendar providers described in our Privacy Policy), where we have taken reasonable measures to select reliable providers.

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

15. Indemnity

You will indemnify us against losses, claims, and reasonable costs arising from:

Your breach of these terms.
Your breach of your data-protection obligations as controller of caller data.
Content you upload to Sayora that infringes a third party’s rights.

16. Governing law and jurisdiction

These terms are governed by the laws of Scotland. Any dispute is subject to the exclusive jurisdiction of the Scottish courts.

17. Changes to these terms

We may update these terms. We will email you at least 30 days before material changes take effect. Continued use after that date constitutes acceptance.

18. The early bird price

While early bird places are available, an account that starts at the early bird price of £49 a month keeps that price, with no limit on calls or minutes, for as long as its subscription stays active, whatever we later charge new accounts. There are 50 places, and a place is held by an account on the early bird price that is in its free trial or paying. If the subscription ends, for any reason, the early bird price ends with it and the place is freed; restarting later is at the price new accounts pay at the time. An early bird account also has a named account manager at Sayora for as long as it holds the early bird price. When no places are left, new accounts pay the price on our pricing page.

If Sayora registers for VAT, we will not add VAT to an early bird price. We will not use section 17 (changes to these terms) to take the early bird price away from an account that holds it.

19. Contact

Email: hi@sayora.ai
Postal address: Sayora Ltd, 13/4 Grindlay Street, Edinburgh, Scotland, EH3 9AT
Company: Sayora Ltd, registered in Scotland, company number SC888928.

Terms of Service