Legal

Terms of Service

Effective date: 23 May 2026 · Last updated: 20 July 2026

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 texts you a summary of the call. 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 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 (Twilio Ireland Limited), 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 Twilio’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 at the start of every call we answer. 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.

Fair use. Unlimited minutes covers the ordinary use of an answering service by a single business. It does not cover automated or machine-generated call traffic, deliberate abuse, or reselling access to the service. If your usage looks like one of those, we will contact you and talk it through before anything about your account changes.

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. 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), additional conditions under UK GDPR Article 9 apply and you should obtain explicit consent.
  • 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; you remain responsible for what’s there.

7. SMS messaging

Sayora sends SMS via The SMS Works using a UK 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.
  • 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 — disconnection revokes our access immediately.

Our use of Google Calendar data is governed by the Google API Services User Data Policy and our Privacy Policy. We do not access events Sayora did not create.

9. Service availability

We aim for high availability but do not guarantee uninterrupted service. Voice calls depend on multiple third-party providers (Twilio, Retell AI, Deepgram, Anthropic, ElevenLabs); the failure of any of those may briefly affect Sayora. We use reasonable efforts to maintain redundancy and to notify you of significant incidents.

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 may terminate at any time by emailing hi@sayora.ai. After termination:

  • Your account moves to Archived (calls stop being answered within 24 hours and the assigned number plays an out-of-service message). 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 stays Archived for 6 months, recoverable on request. At 6 months it moves to Deleted automatically. You can request immediate Deletion at any time.
  • 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 on the termination date regardless of state.

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 (Twilio, Retell, Google, etc.), 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. 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.