Rivora Customer Terms & Conditions

1.The Service

1. Rivora provides an AI voice agent (the "Service") that answers, qualifies and routes inbound telephone enquiries on behalf of the Customer.
2. The Service includes initial configuration, integration with the Customer's phone number, ongoing optimisation and standard support, as set out on the Rivora website at rivoraos.ai.
3. The Service is hosted, operated and supported by Rivora. The Customer does not need to install, host or maintain any software.

2.Subscription & Billing

1. The Service is provided on a monthly subscription at the price displayed at checkout, exclusive of VAT, sales tax or any other applicable tax.
2. Payment is taken in advance, on the same date each month, by the payment method you provided at checkout (typically Stripe). Your first payment is taken on sign-up.
3. If a scheduled payment fails, Rivora may retry it for up to 7 days. If payment is still unsuccessful, Rivora may suspend the Service on written notice (email) and may terminate this Agreement if payment is not resolved within a further 14 days.
4. Rivora may change the subscription price from time to time on not less than 30 days' written notice (by email). If you do not accept the new price you may cancel before the new price takes effect under clause 3 (Cancel anytime).

3.Cancel Anytime

1. You may cancel your subscription at any time by emailing info@rivoraos.ai or via the customer portal (where available). No reason is required.
2. On cancellation, the Service continues until the end of the current paid month, after which it ends and no further payments are taken.
3. Payments already made are non-refundable for partial months, except where required by law or where Rivora has been unable to provide the Service for a continuous period of more than 7 days due to fault on our part (see clause 12).
4. Rivora may also terminate this Agreement on 30 days' written notice for convenience, or immediately for cause under clause 11.

4.Setup & Onboarding

1. Rivora will normally configure and deploy your AI voice agent within one working day of receiving the information needed (business description, hours, FAQs, call-handling rules).
2. You are responsible for providing accurate and up-to-date information about your business. Inaccurate information may affect the quality of the Service.
3. Material changes you ask us to make to the agent after launch (new services, new opening hours, etc.) are included at no extra cost as part of the standard subscription, subject to fair use under clause 6.

5.Customer Responsibilities

1. You are responsible for:
   1. obtaining and maintaining a working telephone number to be forwarded to the Service;
   2. complying with all laws applicable to your business, including consumer protection, advertising, financial services, healthcare and data protection laws;
   3. ensuring your end customers are made aware (where required by law) that calls may be answered, transcribed or recorded by an AI system; and
   4. responding promptly to enquiries forwarded by the Service to you (bookings, callbacks, transfers).
2. You must not use the Service for any unlawful, fraudulent, harassing, defamatory, or abusive purpose, or to make or facilitate unsolicited marketing calls in breach of applicable law.

6.Fair Use

1. The standard subscription assumes normal inbound call volumes for a single business location and a reasonable number of configuration changes per month. Rivora may contact you to agree a higher tier where call volume or change frequency materially exceeds these norms.

7.Data & Privacy

1. Rivora processes personal data of your end-customer callers as a processor on your behalf, in accordance with applicable data protection laws (UK GDPR, EU GDPR, UAE Federal Decree-Law No. 45 of 2021 where applicable).
2. Rivora's privacy policy and data processing addendum are available on request via info@rivoraos.ai, and are incorporated into this Agreement.
3. Calls answered by the Service may be transcribed and processed by third-party AI service providers approved by Rivora. Recordings and transcripts are retained for the duration of the subscription plus 90 days for quality, training and dispute purposes, unless you instruct otherwise in writing.
4. You will not provide Rivora with special category personal data (health, biometric, political, religious, etc.) without Rivora's prior written agreement.

8.Intellectual Property

1. Rivora retains all right, title and interest in and to the Service, the underlying technology, prompts, models, configurations and brand. You receive a non-exclusive, non-transferable, revocable licence to use the Service for your own business during your subscription.
2. You retain all rights in your business name, marks and the content (call scripts, FAQs, brand assets) you provide to Rivora, and grant Rivora a licence to use that content solely to provide the Service to you.

9.Warranties, Disclaimers & Liability

1. Rivora will provide the Service with reasonable skill and care. Save as expressly stated, and to the maximum extent permitted by law, the Service is provided "as is" and all other warranties (express, implied, statutory or otherwise) are excluded.
2. Rivora does not warrant that the Service will be uninterrupted, error-free or capture or handle every call correctly in every circumstance.
3. Nothing in this Agreement limits liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be limited or excluded by law; or (d) (for consumers) your statutory rights.
4. Subject to clause 9.3, Rivora's total aggregate liability arising out of or in connection with this Agreement (whether in contract, tort, statute or otherwise) is capped at the total fees actually paid by you to Rivora in the 12 months immediately preceding the event giving rise to the claim, or £500 / €500 / $500 (in the currency of your subscription), whichever is greater.
5. Neither party is liable to the other for indirect, special, incidental or consequential loss, loss of profit, loss of business, loss of goodwill, or loss of anticipated savings.

10.Service Availability

1. Rivora aims to make the Service available 24/7 but does not guarantee a specific uptime level for standard subscriptions. Planned maintenance will be communicated by email where it is likely to affect the Service.
2. If the Service is materially unavailable for a continuous period of more than 7 days due to fault on Rivora's part, you may either (i) request a pro-rata service credit, or (ii) terminate this Agreement immediately by written notice and receive a refund of any pre-paid fees for the period of unavailability.

11.Termination for Cause

1. Either party may terminate this Agreement immediately by written notice if the other party:
   1. commits a material breach which is incapable of remedy or is not remedied within 14 days of being notified;
   2. becomes insolvent, enters liquidation, has a receiver or administrator appointed, or ceases trading; or
   3. (in Rivora's case) uses the Service in a way that Rivora reasonably considers unlawful, fraudulent, abusive or materially damaging to Rivora's reputation or compliance position.
2. On termination, Rivora will deprovision the Service. Clauses 7, 8, 9 and 13 survive termination.

12.Refunds

1. Subscription payments are non-refundable except: (a) where required by law (including any applicable consumer cancellation rights); (b) where Rivora has terminated this Agreement under clause 10.2 (extended unavailability); or (c) at Rivora's discretion in cases of genuine hardship or fault.

13.General

1. Variation. Rivora may update these Terms from time to time. Updated Terms take effect 30 days after notice by email or posting on rivoraos.ai. Continued use of the Service after that date constitutes acceptance.
2. Notices. Notices to Rivora should be sent to info@rivoraos.ai. Notices to you will be sent to the email address you provided at checkout.
3. Assignment. Rivora may assign this Agreement to any successor entity or group company without notice. You may not assign your rights without Rivora's prior written consent.
4. Entire agreement. This Agreement (with any signed addendum) is the entire agreement between the parties.
5. Governing law. This Agreement is governed by the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales, save that Rivora may enforce its intellectual property rights in any jurisdiction in which you are established or operate. If you are a consumer in another jurisdiction, you may have additional rights under local law that this clause does not limit.