These Terms cover Voqal website plans, website Add Ons, edit allowances, recurring payments, ownership, and cancellation.
Version 1.0
Effective date: 3 August 2026
These Terms are intended mainly for customers buying for business purposes. If the Client is acting as a consumer, clause 21 also applies and takes priority where consumer law requires it.
1.1 Voqal AI Ltd is a company registered in England and Wales under company number 17080303. Our registered office is 71 to 75 Shelton Street, Covent Garden, London, WC2H 9JQ. Our email address is contact@voqalai.com.
1.2 In these Terms, Voqal means Voqal AI Ltd and Client means the person or organisation named in the Service Order.
1.3 The Contract consists of the Service Order, these Terms, any Data Processing Addendum that applies, and any document expressly incorporated into the Service Order. If they conflict, the following order applies:
1.4 Marketing material, demonstrations, estimates, and conversations do not form part of the Contract unless the Service Order expressly includes them.
1.5 The Contract is formed on the earliest of:
1.6 A person accepting the Contract for an organisation confirms that they have authority to bind that organisation.
2.1 Add On means any additional service identified in the Service Order, including AI chat, the Capture pack, the Growth pack, AI voice, or automation.
2.2 Billing Date means the recurring payment date shown in the Service Order or, if none is shown, the monthly anniversary of the first payment.
2.3 Billing Period means the period from one Billing Date to the day before the next Billing Date.
2.4 Client Content means all text, images, logos, trade marks, videos, data, reviews, instructions, and other material supplied or approved by the Client.
2.5 Edit Allowance means the amount of edit time included in each Billing Period and shown in the Service Order.
2.6 Initial Build means the website pages, design, content, and functions expressly included in the Service Order at the start of the Contract.
2.7 Minimum Term means any three month, twelve month, or other fixed minimum term shown in the Service Order.
2.8 Service Order means the order form, proposal, or statement of work that identifies the Client, Services, scope, fees, term, and acceptance details.
2.9 Services means the website subscription, one off website work, care plan, and any Add Ons identified in the Service Order.
2.10 Working Day means Monday to Friday, excluding public holidays in England.
3.1 Voqal will provide the Services described in the Service Order with reasonable care and skill.
3.2 The Client is buying only the pages, functions, integrations, support, revisions, and deliverables expressly stated in the Service Order. Anything else is outside scope.
3.3 Unless the Service Order says otherwise, Website as a Service plans include the following:
3.4 Basic normally includes one page and up to 15 minutes of edits in each Billing Period. Plus normally includes up to five pages, AI chat, and up to 30 minutes of edits in each Billing Period. Signature normally includes the agreed premium design scope, AI chat, and up to 60 minutes of edits in each Billing Period. The Service Order controls if it states something different.
3.5 A promise to provide a demo within 48 hours is a target for a demonstration, not a fixed go live promise. Any go live date depends on the Client supplying content, access, decisions, and approvals on time.
3.6 Voqal may use employees, contractors, and specialist suppliers to provide the Services. Voqal remains responsible for its obligations under the Contract.
4.1 Work starts after the Contract is formed, the first payment has cleared, and Voqal has received the information and access reasonably needed to begin.
4.2 Unless the Service Order says otherwise, the Initial Build includes two revision rounds. A revision round means one consolidated written list of changes from the named approval contact. Separate messages, comments, or requests received before that round is completed may be grouped into the same round.
4.3 A revision corrects or refines the agreed Initial Build. A new page, new feature, new integration, substantial restructuring, new brand direction, or replacement brief is not a revision and will be quoted separately.
4.4 The Client must appoint one approval contact. Voqal may rely on instructions and approvals from that person. The Client is responsible for resolving conflicting internal feedback before sending it to Voqal.
4.5 If the Client does not provide required content or assets within 14 calendar days after Voqal asks for them, Voqal may use clearly identified draft or stock content, pause the project, or proceed using the information available. The subscription and billing continue unless the Service Order says otherwise.
4.6 When Voqal sends a staging site for approval, the Client must report any material failure to match the agreed scope within seven Working Days. If the Client approves the site, instructs Voqal to publish it, or does not report a material scope issue within that period after a reminder, the Initial Build is treated as accepted. This does not remove the Client's right to have a genuine defect corrected.
4.7 After acceptance, requested changes use the Edit Allowance or are charged as Additional Work. Correcting a failure by Voqal to meet the agreed scope, or correcting an error introduced by Voqal, does not use the Edit Allowance.
5.1 The Edit Allowance is a maximum amount of Voqal working time in each Billing Period. It is not a promise that a particular number of requests, pages, or outcomes can be completed in that time.
5.2 Edit time includes the time reasonably spent assessing the request, making the change, testing it, and publishing it. Routine account administration is not counted. Time is recorded in units of at least five minutes.
5.3 Edits means minor changes to existing website content, such as replacing text or images, changing opening hours, correcting contact details, or making a small layout adjustment within the existing design.
5.4 The following are outside the Edit Allowance unless the Service Order expressly includes them:
5.5 Unused Edit Allowance expires at the end of each Billing Period. It does not roll over, carry a cash value, reduce a later invoice, or transfer between services.
5.6 Voqal will tell the Client before knowingly exceeding the Edit Allowance or starting material work outside scope. Additional Work requires written approval of the scope and price. An email approval is sufficient.
5.7 Unless the Client has expressly approved a recurring work block or a stated rate in the Service Order, Voqal will not charge for Additional Work merely because the Client requested it.
5.8 Voqal may choose to provide extra work without charge. Any such work is a one time goodwill decision. It does not increase the Edit Allowance, change the Contract, or create an obligation to provide similar work without charge later.
5.9 Voqal may decline or defer a request that is unsafe, unlawful, technically unsuitable, outside scope, or likely to damage the website or another service.
6.1 Support channels, response targets, and normal hours are stated in the Service Order. A response target is not a guaranteed resolution time.
6.2 Routine hosting, SSL, security maintenance, backups, and uptime monitoring do not use the Edit Allowance.
6.3 Voqal may perform planned maintenance and will try to schedule material interruption outside normal business hours. Emergency maintenance may be performed without advance notice where reasonably necessary to protect security or availability.
6.4 Voqal aims for 99.9 percent monthly availability for websites it hosts, excluding planned maintenance, emergency security work, Client caused issues, internet failures, and failures of third party platforms. This is a target, not a service level guarantee, and no automatic service credits apply.
6.5 The Client must report faults promptly and provide enough information for Voqal to investigate them.
7.1 The Client must:
7.2 The Client confirms that it owns Client Content or has permission to use it. The Client gives Voqal a worldwide, non exclusive, royalty free licence to host, copy, adapt, and display Client Content only as needed to provide the Services.
7.3 The Client must not use the Services for unlawful, fraudulent, misleading, abusive, infringing, or malicious material, or in a way that threatens people, systems, Voqal's reputation, or third party rights.
7.4 Voqal may remove content or suspend affected functionality where it reasonably believes this is necessary to address a legal claim, security issue, platform rule, or serious breach. Where lawful and practical, Voqal will explain the reason and give the Client an opportunity to remedy it.
8.1 AI chat and other automated features can produce incomplete or inaccurate outputs. The Client must validate the knowledge, prices, policies, instructions, and restrictions supplied to those features.
8.2 AI features are not a substitute for professional, medical, legal, financial, safety critical, or emergency advice. Unless expressly agreed in a separate written scope, the Client must not configure them to make high impact decisions about individuals or to give regulated advice.
8.3 The Client must provide an appropriate route to a human where the context, law, or agreed service design requires one.
8.4 Voqal does not guarantee that an AI feature will answer every question correctly or that every enquiry will convert.
9.1 Voqal does not guarantee any search position, indexation date, traffic level, enquiry volume, booking level, review volume, revenue, cost saving, or other commercial result.
9.2 Search engines, directories, social platforms, AI providers, telecommunications providers, and other third parties control their own systems and may change them without notice.
9.3 Where the Growth pack is purchased, its recurring scope is limited to the activities stated in the Service Order. It does not include ongoing article production, broad content marketing, digital advertising spend, or unlimited search work unless expressly stated.
10.1 The Client remains the registrant and owner of its domain. If Voqal assists with registration, the domain must be registered in the Client's name, email address, and account wherever practical.
10.2 The Client must pay domain registration and renewal costs unless the Service Order expressly includes them. Voqal is not responsible for a lost domain where the Client fails to renew it or fails to act on a renewal notice.
10.3 Voqal may manage hosting and DNS while the subscription remains active. Voqal will not intentionally withhold the Client's domain because of a dispute. Reasonable cooperation with a domain transfer is included once the Client has provided the required account details. Unusual migration or reconstruction work may be charged as Additional Work.
10.4 The Client owns Client Content and its business data, including website enquiries, form submissions, and booking details.
10.5 On written request, Voqal will provide a reasonable export of Client Content and Client business data in a commonly used format where technically available. The standard export does not include Voqal's reusable tools, generic templates, internal systems, or third party services that cannot lawfully be transferred.
11.1 Voqal and its licensors retain ownership of the website build, code, design system, templates, components, tools, methods, documentation, AI configurations, and other materials created or used by Voqal, except for Client Content and anything the Service Order expressly assigns to the Client.
11.2 During an active Website as a Service subscription, Voqal grants the Client a limited, non exclusive, non transferable licence to use the website for the Client's own business. The licence ends when the subscription ends, unless the Client completes a buyout.
11.3 The Client may buy out a Website as a Service build at the price stated in the Service Order. If the Service Order does not state a price, the current standard price is £495 for Basic and £995 for Plus or Signature. Any bespoke work or third party licence cost may be quoted separately.
11.4 A buyout takes effect only after the buyout price and all other amounts due have been paid. Voqal will then provide the transferable files and assign to the Client the rights Voqal owns in the Client specific website, so the Client may host, use, and modify it.
11.5 A buyout does not transfer Voqal's generic templates, reusable components, internal tools, build systems, methods, accounts, or know how. It also does not transfer third party materials beyond the rights allowed by their own licences.
11.6 Hosting, maintenance, support, edits, software subscriptions, AI usage, and Add Ons do not continue after a buyout unless the Client purchases a separate care plan or service.
11.7 For a one off website build, the Service Order will state what is assigned and what remains licensed. Unless it says otherwise, Client specific deliverables are assigned after full payment, while Voqal's pre existing and reusable materials remain owned by Voqal and are licensed only as needed to use those deliverables.
11.8 Unless the Service Order marks the engagement as private, Voqal may identify the Client as a customer and display the public website, the Client's name, and the Client's logo in a portfolio and in factual sales material. The Client may withdraw this permission for future use by written notice.
12.1 The Services may depend on providers such as hosting, DNS, payment, scheduling, form, communications, AI, and integration platforms.
12.2 Voqal may replace a provider where reasonably needed for security, reliability, compliance, functionality, or cost, provided that this does not materially reduce the core Service without notice.
12.3 The Client must comply with third party terms that apply to accounts owned by the Client. The Client is responsible for third party fees stated as payable by the Client.
12.4 Voqal is not responsible for a third party outage, suspension, policy change, product withdrawal, or price change outside Voqal's reasonable control. Voqal will use reasonable efforts to reduce the effect and identify a practical alternative where appropriate.
13.1 Fees, Billing Dates, Minimum Terms, Add Ons, usage rates, buyout prices, and any Additional Work rate are stated in the Service Order.
13.2 Recurring fees are charged monthly in advance. Usage charges and approved variable charges may be invoiced in arrears.
13.3 By accepting the Contract, the Client authorises Voqal and its payment provider to charge the agreed recurring fees on each Billing Date until the relevant Service ends. Voqal does not store full card details.
13.4 Voqal will not use a saved payment method for Additional Work unless the Client has approved the work and the amount or calculation method in writing.
13.5 Fees are exclusive of VAT. VAT will be added where Voqal is legally required to charge it.
13.6 The Client must raise a genuine invoice or payment dispute promptly and, where possible, within seven calendar days after receiving the invoice. The Client must pay any undisputed amount on time.
13.7 Failed payments may be retried. If an amount remains unpaid seven calendar days after its due date, Voqal may pause new work. If it remains unpaid 14 calendar days after its due date, Voqal may suspend the affected Service. If it remains unpaid 30 calendar days after its due date, Voqal may take the website offline and terminate under clause 16. Where practical, Voqal will give notice before suspension or termination.
13.8 For a qualifying business debt, Voqal may charge statutory interest and recovery compensation under the Late Payment of Commercial Debts legislation.
13.9 The Client may not withhold or set off sums due unless required by law or agreed in writing.
14.1 A rolling monthly Service may be cancelled at any time by giving written notice to contact@voqalai.com or through any cancellation method Voqal makes available.
14.2 To stop the next recurring payment, Voqal must receive the cancellation notice at least 14 calendar days before the next Billing Date.
14.3 If Voqal receives notice fewer than 14 calendar days before the next Billing Date, the next recurring payment remains due and the Service ends at the end of the Billing Period paid for by that payment.
14.4 Example: if the Billing Date is the twentieth day of each month, notice received on or before the sixth day prevents the payment on the twentieth day. Notice received on the seventh day or later does not prevent that payment, and the Service ends on the nineteenth day of the following month.
14.5 Voqal will acknowledge a cancellation request by email, normally within two Working Days. The Client should keep that acknowledgement. If it is not received, the Client should follow up promptly.
14.6 The Service continues during the paid notice period. Monthly fees are not refunded or reduced for an unused part of a Billing Period, except where this Contract or applicable law requires a refund.
14.7 Cancelling one Add On does not cancel the website plan or another Add On. The Client must identify each Service it wants to cancel.
15.1 If the Service Order states a Minimum Term, the Client may give notice at any time for the Service to end when that Minimum Term expires. Voqal must receive notice at least 14 calendar days before the next Billing Date that follows the end of the Minimum Term if the Client wants to prevent that payment.
15.2 Unless the Service Order says otherwise, after the Minimum Term the Service continues on a rolling monthly basis at the standard rolling monthly price then notified to the Client.
15.3 If the Client ends a Service before the Minimum Term expires for a reason other than an uncured material breach by Voqal, an early termination charge is payable. It equals the remaining website tier fees for the Minimum Term, less the direct third party costs Voqal reasonably saves because of the early ending. Voqal will provide a reasonable calculation on request.
15.4 Add Ons do not have a Minimum Term unless the Service Order expressly says they do.
16.1 Either party may terminate an affected Service if the other party commits a material breach and does not remedy it within 14 calendar days after written notice describing the breach.
16.2 Voqal may suspend or terminate immediately where reasonably necessary because of unlawful use, fraud, a serious security risk, danger to a person or system, repeated infringement, insolvency, or a breach that cannot be remedied.
16.3 Voqal may end a rolling monthly Service without Client fault by giving at least 30 calendar days' written notice. If Voqal ends it before the end of a paid Billing Period, Voqal will refund the unused proportion of the recurring fee for that Service.
16.4 Termination does not affect rights and payment obligations that arose before termination.
17.1 The Client's licence to use a subscription website ends when the paid Service period ends. Unless a buyout or migration arrangement has been completed, Voqal may take the website offline at that point.
17.2 The Client keeps its domain, Client Content, and business data.
17.3 The Client may request the standard export described in clause 10 before termination or within 30 calendar days after the Service ends. After that period, Voqal may delete Client Content and Client business data from active systems, subject to legal duties, dispute preservation, and normal backup deletion cycles.
17.4 Voqal may retain accounting records, acceptance evidence, security logs, and other information that it must retain by law or reasonably needs to establish or defend legal claims.
17.5 Migration, reconstruction, training, or assistance beyond a standard export is Additional Work and will be quoted separately.
17.6 Clauses concerning payment, ownership, confidentiality, data protection, liability, dispute resolution, and any provision intended by its nature to continue will survive termination.
18.1 Each party must keep the other party's confidential information secure and use it only for the Contract. This does not apply to information that is public without breach, was lawfully known already, is received lawfully from another source, or must be disclosed by law.
18.2 Each party must comply with applicable data protection law for personal data it controls.
18.3 Where Voqal processes personal data on the Client's behalf, the Client is the controller and Voqal is the processor. The Voqal Data Processing Addendum forms part of the Contract and must be completed before live personal data is processed.
18.4 The Client is responsible for its lawful basis, privacy notices, retention decisions, responses to individuals, and instructions to Voqal. Voqal is responsible for processing in line with documented instructions and the Data Processing Addendum.
19.1 Nothing in the Contract excludes or limits liability for:
19.2 Subject to clause 19.1, neither party is liable to the other for an indirect or consequential loss, or for loss of profit, revenue, anticipated saving, goodwill, opportunity, or business, except that this exclusion does not remove the Client's duty to pay agreed fees.
19.3 Subject to clauses 19.1 and 19.2, Voqal's total aggregate liability arising from the Contract in any rolling twelve month period is limited to the total fees paid or payable for the affected Services during that period.
19.4 The limits in this clause reflect the fees, the nature of the Services, the availability of insurance, and the fact that the Client controls its business decisions, Client Content, and independent backups.
19.5 Voqal is not liable for delay or failure caused by the Client, by a third party outside Voqal's reasonable control, or by an event described in clause 20.6, but Voqal remains responsible for taking reasonable steps within its control to reduce the effect.
19.6 Each party must take reasonable steps to reduce any loss it suffers.
19.7 The Client will reimburse Voqal for reasonable losses and third party claims arising directly from Client Content or Client instructions that infringe another person's rights or break the law, except to the extent Voqal caused or increased the loss. Voqal must notify the Client promptly and allow the Client reasonable involvement in the defence or settlement.
20.1 Changes. A change to scope, price, or another Contract term must be agreed in writing, except that Voqal may change these standard Terms for a rolling Service by giving at least 30 calendar days' notice. A material change will not apply during a Minimum Term unless required by law or agreed by the Client. If the Client does not accept a material change to a rolling Service, it may cancel before the change takes effect.
20.2 Notices. Contract notices must be sent by email to the addresses in the Service Order. Cancellation notices to Voqal must also be sent to contact@voqalai.com or through an available cancellation method. An email is treated as received when it enters the recipient's mail system without a failure message, provided that a message received outside 9am to 5pm on a Working Day is treated as received at 9am on the next Working Day.
20.3 Assignment. The Client may not assign the Contract without Voqal's written consent, which will not be unreasonably withheld. Voqal may assign the Contract as part of a genuine sale or reorganisation of its business, provided that the Client's rights are not materially reduced.
20.4 No partnership. The Contract does not create a partnership, employment relationship, agency, or joint venture.
20.5 No waiver. A delay in enforcing a right does not waive it. A one time concession does not change the Contract.
20.6 Events outside reasonable control. Neither party is liable for delay or failure caused by an event outside its reasonable control, including serious internet or utility failure, natural disaster, war, civil disorder, epidemic, government action, labour dispute not limited to its own workforce, or widespread supplier outage. The affected party must notify the other and use reasonable efforts to resume performance.
20.7 Entire agreement. The Contract is the entire agreement about its subject matter and replaces earlier discussions and representations. Nothing in this clause limits liability for fraud or fraudulent misrepresentation.
20.8 Severance. If a provision is unlawful or unenforceable, it will be adjusted only as much as needed, and the remaining provisions continue.
20.9 Third party rights. A person who is not a party to the Contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
20.10 Electronic signatures. Signatures, check box acceptance, and electronic records may be used to form and evidence the Contract.
20.11 Disputes. The parties will first try in good faith to resolve a dispute through their named contacts. If it is not resolved within 14 calendar days, either party may request a senior discussion or mediation before issuing proceedings, unless urgent relief is needed.
20.12 Law and courts. The Contract and any non contractual dispute are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that a consumer may have the right to bring or defend proceedings in the courts of the part of the United Kingdom where they live.
21.1 This clause applies only if the Client is an individual acting wholly or mainly outside their trade, business, craft, or profession.
21.2 Nothing in the Contract reduces the Client's statutory consumer rights, including the right for services to be provided with reasonable care and skill.
21.3 For a distance or off premises contract, a consumer normally has 14 calendar days after the Contract is formed to cancel without giving a reason.
21.4 If the consumer expressly asks Voqal to start during that period and then cancels before it ends, Voqal may charge only a proportionate amount for the Services supplied up to cancellation, as permitted by law.
21.5 For a one off service completed in full during the cancellation period, the cancellation right may end once the service is fully performed only if the consumer expressly requested early performance and acknowledged that consequence.
21.6 Any clause concerning payment, cancellation, renewal, liability, or jurisdiction applies to a consumer only to the extent it is fair and lawful. If consumer law gives the Client a better right or remedy, that law prevails.
21.7 The consumer cancellation instructions and model cancellation form supplied with the Service Order form part of the Contract.
Questions, complaints, and cancellation notices may be sent to:
Voqal AI Ltd
71 to 75 Shelton Street
Covent Garden
London
WC2H 9JQ
Email: contact@voqalai.com
Telephone: 020 3996 0962