Last updated: 2026-05-11
These Terms of Service ("Terms") form a contract between A1 Ergotech Limited ("we", "us", "our"), a company registered in England and Wales, and the customer practice named in the Order Form or sign-up flow ("you", "Customer", "the practice"). Together with the Order Form, the Privacy Policy, and the Data Processing Agreement ("DPA"), they govern your use of A1 Voice ("the Service").
| Company number (Companies House) | 10369880 |
| VAT registration | GB 465689729 |
| ICO data-controller registration | ZC141264 |
| Registered office | On record with Companies House under company number 10369880. |
| Trading name for the product | A1 Voice |
| Contact for legal / contractual notices | privacy@a1ergo.tech |
By signing the Order Form, clicking "I agree", or otherwise using the Service, you confirm that the individual accepting these Terms has authority to bind the practice. If you do not have that authority, you must not use the Service.
These Terms supersede any prior proposals or correspondence on the same subject matter. Where a signed Order Form, master agreement, or bespoke addendum conflicts with these Terms, the signed document prevails for that conflict only.
A1 Voice is an AI receptionist platform for UK practices. The Service handles inbound voice calls on the practice's behalf and provides:
The Service is offered in product tiers (currently Aria for discovery / triage and Reya for reception), as defined on the Order Form.
The Service is an administrative receptionist tool. It does not provide, and you must not represent it as providing:
The Service is configured to refer callers to a clinician (or to emergency services where appropriate) for any of the above. The practice remains the sole regulated clinical provider for its patients.
Some features may be marked "Beta", "Preview", or "Early Access". Those features are provided as-is, may change or be withdrawn without notice, and are excluded from the service-level commitments in § 9.
The Service is sold on a monthly subscription basis. Two product lines are offered:
The Order Form sets out the tier(s) you have ordered, the monthly fee, the included inbound-minute volume per calendar month, per-minute overage rates (where applicable), the integrations enabled, the number of dashboard seats, the support level per § 9.2, and any add-ons. Minutes beyond the included volume are charged on the next monthly invoice at the per-minute rate stated on the Order Form. For practices that need bespoke integrations or capacity beyond the published tiers, a custom enterprise arrangement is available on request.
Subscription fees are charged monthly in advance via Stripe, on the calendar day matching your start date (or the last day of the calendar month for accounts started on the 29th, 30th, or 31st). You may also elect annual prepayment at a 10% discount on the annual fee, paid in advance at the start of each annual term. There is no minimum term beyond the current billing period. Termination notice is governed by § 11.
We may change Service prices on at least 60 days' written notice before the start of the next renewal cycle. If a price increase exceeds 10% on any tier, you may terminate the affected subscription on written notice before the new price takes effect, with no early-termination charge.
All prices are exclusive of VAT, which is charged at the prevailing UK rate where applicable. You are responsible for any other taxes payable in your own jurisdiction.
We are at an early stage and offer a Founding-Customer Programme for the first five practices in any given sector who sign up. The programme is documented in a separate Founding-Customer Addendum (signed alongside the main Order Form) and provides:
After the 12-month lock expires, the subscription rolls onto our then-current list price for the relevant tier, on 30 days' written notice. The Programme is closed to a sector once five practices in that sector have signed; we do not publish the list of founding customers but will confirm available slots on enquiry.
Nothing in this clause modifies any other term of these Terms; the Addendum is purely commercial and varies only the fee, the lock duration, and the testimonial commitment.
You agree:
You must not, and must not permit any third party to:
If you breach this section, we may suspend the affected functionality (or the whole Service) on notice, and may terminate for material breach under § 11 if the breach is not remedied.
We retain all right, title, and interest in the Service, including the codebase, models we have developed or fine-tuned, prompts, configuration schemas, dashboards, documentation, and brand. Nothing in these Terms transfers any of that IP to you. We grant you, for the duration of your subscription, a non-exclusive, non-transferable, non-sublicensable licence to access and use the Service for your own internal practice operations.
"Customer Data" means data you (or your patients calling into the Service) provide to or generate through the Service, including call audio, transcripts, contact details, appointment metadata, practice configuration data, and dashboard input. As between you and us, Customer Data is yours. You grant us a worldwide, royalty-free licence to host, copy, transmit, process, and display Customer Data solely as needed to provide, secure, and support the Service, to comply with our legal obligations, and to produce non-identifiable aggregated metrics for service improvement.
We do not use Customer Data (call audio or transcripts) to train third-party large-language models. Internal model evaluation uses anonymised / aggregated data only, and the practice may opt out at the practice level. See the Privacy Policy § 3 for the lawful-bases table and § 4 for sub-processors.
If you give us feedback, suggestions, or feature requests, we may use them without restriction or obligation; you do not give up rights in your own underlying ideas, but you accept that similar features may be developed independently.
Each party (the "Receiver") agrees, with respect to confidential information disclosed by the other (the "Discloser") and marked or reasonably understood as confidential:
These confidentiality duties survive termination for 3 years, except for trade secrets which remain confidential for as long as they qualify as such under law.
These duties do not apply to information that is or becomes public other than by breach of this section, was lawfully known to the Receiver before disclosure, is independently developed without use of the confidential information, or is required to be disclosed by law (in which case the Receiver will, where permitted, give the Discloser prompt notice).
The Service processes personal data, including special-category health data of your patients. The roles are:
Our handling of personal data is governed by:
https://voice.a1ergo.tech/privacy, andhttps://voice.a1ergo.tech/dpa, which forms part of these Terms by reference and is automatically accepted on Order-Form sign-off.You must not submit personal data to the Service that is outside the scope of the Order Form, the Privacy Policy, and the DPA. If a regulator or data subject contacts us about your data, we will (where lawful) refer them to you and co-operate per the DPA.
We target the monthly availability committed on the Order Form for the production Service, calculated against successful response from the call-handling endpoint, measured per calendar month, and excluding the events listed in § 9.5. We may adjust this target upward over time as the platform matures; any change will be communicated under § 17.
We respond to support requests on a severity-tiered basis, during UK business hours 09:00–17:30 Monday–Friday (excluding England-and-Wales bank holidays):
The support channel is privacy@a1ergo.tech (a dedicated support@a1ergo.tech alias will be provisioned in due course; until then, privacy@a1ergo.tech is the canonical address).
Scheduled maintenance is performed during the window of Sundays 02:00–06:00 UK time. We will give you at least 48 hours' notice of any maintenance via in-dashboard banner and email to the technical contact on the Order Form. Emergency maintenance to address security issues may be performed outside this window with such notice as is reasonably practicable.
If actual availability falls below the target in § 9.1 in a calendar month, you may claim service credits against the next monthly invoice. The service-credit scale (the availability thresholds and the percentage of monthly fees credited at each threshold) is set out on the Order Form.
Service credits are capped at the relevant month's fees, do not roll over, are your sole and exclusive financial remedy for missed availability, and must be claimed in writing within 30 days of the affected calendar month.
The availability target excludes:
Fees are as set out on the Order Form. Invoices are issued via Stripe and are payable on issue.
You authorise us to charge your nominated payment method (typically a card or direct debit via Stripe) for all fees due. If a charge fails, you must remedy within 7 days of our notification.
Where any sum is overdue, we may charge interest at the statutory rate set under the Late Payment of Commercial Debts (Interest) Act 1998 (Bank of England base rate + 8% per annum), accruing daily from the due date until paid in full.
If an invoice remains unpaid more than 14 days after the due date and after a single written reminder, we may suspend access to the Service. We will restore access promptly on payment of all outstanding sums. Suspension does not waive the unpaid fees.
If you in good faith dispute any portion of an invoice, you must (a) pay the undisputed portion on time, and (b) notify us in writing within 14 days of the invoice date with the reasons. We will work with you to resolve the dispute in good faith.
These Terms start on the date of the Order Form (or first use of the Service, whichever is earlier) and continue for the term stated on the Order Form. If no term is stated, the Service is provided on a rolling monthly basis.
Either party may terminate any subscription on 30 days' written notice, with effect at the end of the next billing cycle following the notice. Any pre-paid fees beyond the termination effective date are refunded pro-rata on a daily basis. The Customer remains liable for fees that accrued before the effective date.
Either party may terminate immediately on written notice if the other:
On termination:
Subject to § 12.3, each party's total aggregate liability arising out of or in connection with these Terms, whether in contract, tort (including negligence), or otherwise, is limited to the total fees paid or payable by you under the Order Form in the 12 months immediately preceding the event giving rise to the liability.
Subject to § 12.3, neither party is liable for:
Nothing in these Terms limits or excludes either party's liability for:
We will defend you against, and pay damages finally awarded for, any third-party claim that your authorised use of the Service infringes a UK copyright, registered trade mark, or registered design right, provided that you (a) notify us promptly in writing, (b) give us sole control of the defence and any settlement, and (c) co-operate at our expense.
If we reasonably consider the Service may be the subject of such a claim, we may, at our option: (i) procure for you the right to continue using the Service, (ii) modify the Service so it is non-infringing, or (iii) terminate the affected subscription and refund pre-paid fees for the unused term.
We have no liability for claims arising from: your modification of the Service; your combination of the Service with anything not provided by us where the claim would not have arisen but for the combination; or your use of the Service in breach of these Terms.
You will defend us against, and pay damages finally awarded for, any third-party claim arising from:
The same notice / control / co-operation procedure in § 13.1 applies to both indemnities, mutatis mutandis.
Neither party is liable for failure to perform (other than payment obligations) caused by events beyond its reasonable control, including: acts of God, fire, flood, earthquake; war, terrorism, civil unrest; epidemic / pandemic; failure of public utilities, internet backbones, or third-party telephony / cloud providers; lawful acts of government; industrial action affecting third parties.
The affected party must notify the other as soon as reasonably practicable and use reasonable efforts to mitigate. If a force-majeure event continues for more than 60 days, either party may terminate the affected Order Form on written notice without further liability.
These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them are governed by the laws of England and Wales.
The parties agree that the courts of England and Wales have exclusive jurisdiction to settle any such dispute or claim, except that we may bring proceedings to enforce payment or to obtain injunctive relief against breach of § 5 or § 6 in any competent court.
Notices under these Terms must be in writing.
privacy@a1ergo.tech and copied by post to the registered office in § 1. Email notices are deemed received on the next business day after sending; postal notices on the second business day after posting (first-class) or signed-for delivery date (recorded).Operational support requests are not "notices" for this purpose; use the support channel in § 9.2.
We may update these Terms from time to time. Material changes — meaning changes that materially reduce the Service or your rights, or materially increase your obligations — will be communicated to you with at least 30 days' written notice before they take effect. If you object to a material change, you may terminate the affected subscription on written notice before the change takes effect, and we will refund any pre-paid fees for the unused term.
Non-material changes (clarifications, typographical fixes, cross-reference updates) take effect on publication. The version date at the top of this document will always reflect the latest update; previous versions are retained in our git history.
These Terms (together with the Order Form, the Privacy Policy, and the DPA) form the entire agreement between the parties on their subject matter, and supersede any prior agreement, proposal, or representation. Each party agrees that it has not relied on any statement not set out in these documents, save that nothing in this clause limits liability for fraudulent misrepresentation.
If any provision is held unenforceable, it will be modified to the minimum extent needed to make it enforceable, and the remaining provisions will continue in full force.
A failure or delay in exercising a right is not a waiver of that right. A single or partial exercise does not preclude further exercise.
You may not assign or transfer these Terms without our prior written consent, save to a successor in a merger or sale of substantially all the assets of your practice. We may assign or transfer to a member of our group or to a successor in a merger or sale of substantially all our assets, on written notice to you.
Nothing in these Terms creates a partnership, agency, joint venture, or employment relationship between the parties.
A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce them.
Where signed, these Terms may be executed in counterparts and by electronic signature, each of which is deemed an original.