These Terms cover Voqal website plans, one off builds, AI chat, usage, handover support, payments, ownership, and cancellation.
Version 1.5
Edition date: 28 September 2026
These website terms apply when incorporated into a new Service Order. Existing clients retain the terms they accepted unless a change is agreed or takes effect under their contract.
These Terms are written for business customers. Clause 21 applies where a Client is legally a consumer.
1.1 These Terms apply to Services supplied by Voqal AI Ltd, company number 17080303, whose registered office is at 71 to 75 Shelton Street, Covent Garden, London, WC2H 9JQ.
1.2 The Contract consists of, in descending order of priority:
1.3 The public Refund and Cancellation Policy is an explanatory summary. If it conflicts with the Contract, the Contract and applicable law prevail.
1.4 A quotation or proposal is not binding until accepted by both parties. Unless the Service Order says otherwise, it expires after 30 calendar days.
1.5 The Contract is formed when the Client signs or electronically accepts the Service Order, or makes the first payment after Voqal has provided these Terms and the Service Order, whichever happens first.
1.6 No purchase order, procurement condition, email footer, or Client standard term changes the Contract unless Voqal expressly agrees in writing.
2.1 Add On means an additional service identified in the Service Order, such as website chat.
2.2 Additional Work means work outside the agreed scope, edit allowance, support allowance, or included usage.
2.3 Billing Date means the recurring payment date shown in the Service Order or payment record.
2.4 Billing Period means the period beginning on one Billing Date and ending immediately before the next.
2.5 Client means the person or organisation identified in the Service Order.
2.6 Client Content means text, images, logos, audio, data, instructions, credentials, documents, and other material supplied by or for the Client.
2.7 Handover Date means the date Voqal first provides the Client with the completed one off build, access details, or handover materials described in the Service Order.
2.8 Minimum Term means a fixed initial commitment expressly stated in the Service Order.
2.9 Services means the website subscription, one off website build, care plan, Add On, or other work identified in the Service Order.
2.10 Service Order means the order form, checkout summary, or other written order accepted by the parties.
2.11 Voqal means Voqal AI Ltd.
2.12 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 Service Order must identify the selected plan or build, price, Billing Date, Minimum Term if any, included usage, material deliverables, dependencies, and Client responsibilities.
3.3 Website subscription plans may use established design systems, reusable components, and bespoke work selected for the Client. A subscription is a managed service and is not an unlimited custom development engagement.
3.4 Voqal may make reasonable technical or design changes that do not materially reduce the agreed outcome.
3.5 Dates are estimates unless the Service Order expressly labels a deadline as fixed. Voqal may depend on Client Content, approvals, access, third party services, and technical review.
3.6 If the Client delays content, feedback, access, approval, or another dependency, Voqal may adjust the timetable and charge reasonable Additional Work caused by the delay after giving notice.
4.1 A demonstration, mock up, prototype, or draft is illustrative until included in the Service Order and approved for launch.
4.2 The Client must review material facts, prices, contact details, policies, claims, links, forms, booking rules, and other business content before launch.
4.3 Approval may be given by email, accepted revision, signed Service Order, or another written method agreed by the parties.
4.4 Voqal is not responsible for an error the Client approved or failed to identify where the Client had a reasonable opportunity to review it, except to the extent Voqal introduced a technical defect or applicable law says otherwise.
4.5 Voqal may refuse to publish or activate material that appears unlawful, misleading, infringing, unsafe, or contrary to a third party platform rule.
5.1 A website subscription includes the pages, features, hosting, maintenance, support, and monthly edit allowance stated in the Service Order.
5.2 Edit time is measured in reasonable increments. Unused time does not roll over unless the Service Order says otherwise.
5.3 Included edits are minor content, image, link, opening hours, price, or layout adjustments within the existing design and technical structure.
5.4 A new page, redesign, new integration, migration, bespoke feature, substantial rewrite, search campaign, advertising, or work outside the existing structure is Additional Work unless the Service Order expressly includes it.
5.5 Voqal will identify Additional Work before starting it and provide a price or calculation method. It will not be chargeable unless the Client approves it in writing.
6.1 The scope, milestones, acceptance process, payment schedule, ownership, and handover materials for a one off build are stated in the Service Order.
6.2 Unless the Service Order says otherwise, a one off website build does not include ongoing hosting, maintenance, software fees, AI usage, edits, or support after the included Handover Support period.
6.3 A separate care plan may include hosting, security maintenance, backups, monitoring, updates, and an edit allowance as stated in the Service Order.
6.4 Without an active care plan, the Client is responsible after handover for hosting, updates, licences, security, backups, monitoring, and repairs.
6.5 Third party subscriptions and usage fees are payable by the party identified in the Service Order.
6.6 Unless the Service Order states a different period, every one off website build includes 14 calendar days of Handover Support beginning on the Handover Date.
6.7 Handover Support covers reasonable questions about operating the delivered website and correction of reproducible defects where the delivered website does not materially match the approved scope.
6.8 Handover Support does not include new features, new pages, redesign, new integrations, content creation, training beyond the agreed handover, hosting administration, security monitoring, routine updates, or changes requested after approval. Those items require an active care plan or approved Additional Work.
6.9 The Client must report a claimed defect during the Handover Support period with enough information for Voqal to reproduce it.
6.10 Handover Support is a support period, not a general refund or change of mind period. It does not reduce statutory consumer rights.
7.1 The Client must provide accurate and lawful Client Content, decisions, access, instructions, and approvals in time; maintain secure credentials; nominate an authorised contact; and keep independent copies of important business records.
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, process, 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, malicious, discriminatory, or unsafe activity.
7.4 The Client is responsible for the lawful basis, transparency notice, consent where required, and business decisions connected with website enquiries, chat messages, and follow up.
7.5 Voqal may remove content or suspend affected functionality where it reasonably believes this is necessary to address a legal claim, security issue, platform rule, serious risk, or material breach. Where lawful and practical, Voqal will explain the reason and allow a reasonable opportunity to remedy it.
8.1 AI features can produce incomplete, inaccurate, or unexpected outputs. The Client must validate the knowledge, prices, policies, instructions, and restrictions supplied to them.
8.2 AI features are not a substitute for professional, medical, legal, financial, safety critical, or emergency advice. Unless separately agreed in writing, they must not make high impact decisions about individuals or 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, complete every booking, or generate a commercial result.
8.5 The Client must promptly notify Voqal of suspected fraud, misuse, unusual traffic, or compromised access. Voqal may apply reasonable usage or security controls to protect the Client, website visitors, Voqal, or a supplier.
8.6 Website chat features depend on model, hosting, integration, and other third party platforms. Voqal will use reasonable efforts to reduce disruption but cannot guarantee continuous availability where a supplier is unavailable or changes its service.
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, and other third parties control their own systems and may change them without notice.
9.3 Search, advertising, content, review, and directory management are outside scope unless the Service Order expressly includes a specific deliverable.
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 expressly included. Voqal is not responsible for a lost domain where the Client fails to renew it or act on a renewal notice.
10.3 Voqal may manage hosting and DNS while the relevant Service remains active. Voqal will not intentionally withhold the Client's domain because of a dispute. 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, chat messages, and booking details, subject to third party platform rights and applicable law.
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 non transferable third party services.
11.1 Voqal and its licensors retain ownership of website builds, code, design systems, 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.
11.2 During an active website subscription, Voqal grants the Client a limited, non exclusive, non transferable licence to use the website for its own business. The licence ends when the subscription ends unless the Client completes a buyout.
11.3 The Client may buy out a subscription website at the price stated in the Service Order. If none is stated, the current standard price is £495 for Basic and £995 for Plus or Signature. Bespoke work or third party licence costs 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 transferable files and assign the rights it owns in the Client specific website.
11.5 A buyout does not transfer Voqal's generic templates, reusable components, internal tools, build systems, methods, accounts, or know how, or third party materials beyond their licences.
11.6 Hosting, maintenance, support, edits, software subscriptions, AI usage, and Add Ons do not continue after a buyout unless separately purchased.
11.7 For a one off build, the Service Order states what is assigned and what remains licensed. Unless it says otherwise, Client specific deliverables are assigned after full payment while pre existing and reusable materials remain Voqal's and are licensed as needed to use the deliverables.
11.8 Unless the Service Order marks the engagement private, Voqal may identify the Client as a customer and display the public website, Client name, and Client logo in a portfolio and factual sales material. The Client may withdraw this permission for future use by written notice.
12.1 The Services may depend on 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 this does not materially reduce the core Service without notice.
12.3 The Client must comply with third party terms applying to its accounts and pay third party fees identified as its responsibility.
12.4 Voqal is not responsible for a third party outage, suspension, policy change, product withdrawal, or price change outside its 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, included usage, overage rates, Add Ons, buyout prices, and Additional Work rates are stated in the Service Order.
13.2 Recurring fees are charged monthly in advance. Approved usage, overages and variable charges may be invoiced or charged in arrears.
13.3 By accepting the Contract, the Client authorises Voqal and its payment provider to charge the agreed recurring and variable fees 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 approved the work and amount or calculation method in writing.
13.5 Fees are exclusive of VAT, which will be added where legally required.
13.6 The Client must raise a genuine payment dispute promptly and, where possible, within seven calendar days after receiving the invoice, while paying any undisputed amount on time.
13.7 Failed payments may be retried. If unpaid after seven days Voqal may pause new work; after 14 days it may suspend the affected Service; and after 30 days it may terminate under clause 16. Where practical, Voqal will give notice first.
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 written notice to contact@voqalai.com or another cancellation method Voqal makes available.
14.2 To stop the next recurring payment, Voqal must receive notice at least 14 calendar days before the next Billing Date.
14.3 If notice arrives fewer than 14 calendar days before the next Billing Date, that payment remains due and the Service ends at the end of the Billing Period it pays for.
14.4 Example: for a Billing Date on the twentieth, notice received on or before the sixth prevents that payment. Notice received on the seventh or later does not, and the Service ends on the nineteenth of the following month.
14.5 Voqal will acknowledge a cancellation request by email, normally within two Working Days. The Client should follow up promptly if it does not receive an acknowledgement.
14.6 The Service continues during the paid notice period. Recurring and usage fees are not refunded or reduced for an unused part of a Billing Period except where the Contract or law requires it.
14.7 Cancelling one Service or Add On does not cancel another. 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 for the Service to end when it expires. Notice must arrive at least 14 calendar days before the next Billing Date following expiry to prevent that payment.
15.2 Unless the Service Order says otherwise, after the Minimum Term the Service continues monthly at the standard rolling price then notified to the Client.
15.3 If the Client ends a Service early for a reason other than Voqal's uncured material breach, an early termination charge is payable. It equals the remaining recurring base fees for that Service, less direct third party costs Voqal reasonably saves. Voqal will provide a reasonable calculation on request.
15.4 An Add On has no Minimum Term unless the Service Order expressly says it does.
16.1 Either party may terminate an affected Service if the other materially breaches the Contract and does not remedy it within 14 calendar days after written notice.
16.2 Voqal may suspend or terminate immediately where reasonably necessary because of unlawful use, fraud, serious security or safety risk, insolvency, repeated infringement, or an irremediable breach.
16.3 Voqal may end a rolling monthly Service without Client fault on at least 30 calendar days' written notice. If it ends before a paid Billing Period finishes, Voqal will refund the unused proportion of the recurring base 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 period ends. Unless a buyout or migration has completed, Voqal may take the website offline.
17.2 The Client keeps its domain, Client Content, and business data, subject to third party rights and applicable law.
17.3 The Client may request the standard export in clause 10 before termination or within 30 calendar days after the Service ends. After that, Voqal may delete data from active systems subject to legal duties, dispute preservation, the DPA, and normal backup deletion cycles.
17.4 Voqal may retain accounting records, acceptance evidence, security logs, and information required by law or reasonably needed for legal claims.
17.5 Migration, reconstruction, training beyond reasonable cooperation, or work beyond a standard export is Additional Work.
17.6 Clauses intended by their nature to continue, including payment, ownership, confidentiality, data protection, liability, and dispute provisions, survive termination.
18.1 Each party must keep the other's confidential information secure and use it only for the Contract, except where it is public without breach, lawfully known or received, 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 for the Client, the Client is controller and Voqal is 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 lawful basis, privacy notices, consent where required, retention decisions, individual rights, and documented instructions. Voqal is responsible for following those instructions and the Data Processing Addendum.
19.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, deliberate misconduct, or liability that cannot lawfully be limited.
19.2 Subject to clause 19.1, neither party is liable for indirect or consequential loss or loss of profit, revenue, anticipated saving, goodwill, opportunity, or business, except that the Client must still 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 fees paid or payable for the affected Services during that period.
19.4 The limits reflect the fees, nature of the Services, available insurance, and the Client's control of business decisions, Client Content, and independent backups.
19.5 Voqal is not liable for delay or failure caused by the Client, a third party outside its reasonable control, or an event under clause 20.6, but remains responsible for reasonable mitigation within its control.
19.6 Each party must take reasonable steps to reduce loss.
19.7 The Client will reimburse Voqal for reasonable losses and third party claims arising directly from unlawful or infringing Client Content or instructions, except to the extent Voqal caused or increased the loss. Voqal must notify the Client promptly and allow reasonable involvement in the defence or settlement.
20.1 Changes. Scope, price, or another Contract term must be changed in writing. Voqal may change these standard Terms for a rolling Service on at least 30 days' notice. A material change will not apply during a Minimum Term unless required by law or agreed. A Client that rejects a material rolling Service change may cancel before it takes effect.
20.2 Notices. Contract notices must be emailed to the Service Order addresses. Cancellation notices to Voqal must also go to contact@voqalai.com or an available cancellation method. An email is received when it enters the recipient's mail system without a delivery failure message. For cancellation deadlines, receipt counts on every calendar day, including weekends and public holidays, using United Kingdom local dates. Acknowledgement is not required for a cancellation notice to be valid.
20.3 Assignment. The Client may not assign the Contract without Voqal's written consent, not to be unreasonably withheld. Voqal may assign it in a genuine business sale or reorganisation if Client rights are not materially reduced.
20.4 No partnership. The Contract creates no partnership, employment, agency, or joint venture.
20.5 No waiver. A delay enforcing a right does not waive it, and 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 events outside reasonable control. The affected party must notify the other and use reasonable efforts to resume.
20.7 Entire agreement. The Contract is the entire agreement about its subject and replaces earlier discussions and representations, without limiting liability for fraud.
20.8 Severance. An unlawful or unenforceable provision will be adjusted only as much as needed and the rest continues.
20.9 Third party rights. A non party has no right to enforce the Contract under the Contracts (Rights of Third Parties) Act 1999.
20.10 Electronic acceptance. Signatures, check boxes, checkout records, payment records, and electronic communications may form and evidence the Contract.
20.11 Disputes. The parties will first try in good faith to resolve a dispute through named contacts. After 14 days either may request senior discussion or mediation before proceedings, unless urgent relief is needed.
20.12 Law and courts. England and Wales law applies. Its courts have exclusive jurisdiction, except that a consumer may have rights to use the courts where they live.
21.1 This clause applies only where the Client is an individual acting wholly or mainly outside their trade, business, craft, or profession.
21.2 Nothing reduces statutory consumer rights, including reasonable care and skill.
21.3 For a distance or off premises contract, a consumer normally has 14 calendar days after formation to cancel without a reason.
21.4 If the consumer expressly asks Voqal to start during that period and then cancels, Voqal may charge only a proportionate amount for Services supplied up to cancellation, as permitted by law.
21.5 For a one off service fully completed during that period, the cancellation right may end only where the consumer expressly requested early performance and acknowledged that consequence.
21.6 Payment, cancellation, renewal, liability, and jurisdiction clauses apply to consumers only where fair and lawful. Better statutory rights prevail.
21.7 Consumer cancellation instructions and the model 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