1. Scope of these Service Terms
These Service Terms set out the B2B contract framework for Zavvion’s AI implementation, automation, CRM, lead response, AI receptionist, follow-up, appointment booking, payment, invoicing and ticketing services.
They should apply only where they are incorporated into a signed proposal, order form, statement of work or online acceptance flow. High-risk or regulated implementations may require bespoke lawyer-reviewed terms.
2. Key definitions
- Client: the business buying services from Zavvion.
- Services: the services described in the accepted proposal, order form or statement of work.
- Deliverables: configured workflows, automations, scripts, dashboards, templates, integrations, documentation or other outputs we agree to provide.
- Client Data: data, content, records, prompts, scripts, customer details, lead information, call content and other materials supplied by or for the Client.
- Third-Party Services: platforms, APIs, software, telecoms, payment tools, AI models, CRM systems, email/SMS providers, hosting providers or other third-party tools used in the implementation.
3. Services and delivery
We will provide the Services with reasonable skill and care, based on the agreed scope, timelines, dependencies and information supplied by the Client.
Unless expressly agreed in writing, scope does not include legal advice, compliance advice, professional sector advice, custom software development beyond agreed configuration, data cleansing at scale, legacy-system remediation, cybersecurity audits, regulated advice, or 24/7 managed support.
Changes to scope, timelines, integrations, usage volumes or deliverables should be agreed through a written change request.
English-only service: Unless expressly agreed in writing, Zavvion provides its website, documents, implementation, support and service communications in English only. Clients are responsible for translation, localisation and local-law review where a workflow will be used in another language or jurisdiction.
4. Client responsibilities
The Client is responsible for:
- providing accurate information, business rules, approved scripts, brand guidance and timely feedback;
- ensuring it has lawful rights to use and supply Client Data;
- checking that workflows comply with laws, sector rules, privacy rules, marketing rules and professional obligations;
- testing and approving automations before live use;
- maintaining appropriate human oversight, escalation routes and staff training;
- keeping login credentials secure and controlling user access; and
- paying third-party platform, telecoms, AI model, SMS, payment, hosting or licence fees unless the proposal says otherwise.
5. AI and automation safeguards
AI and automation systems are not perfect. The Client must review, test and approve outputs before launch and monitor them after launch.
Unless specifically agreed in writing, AI systems must not be used to:
- make final decisions with legal, medical, financial, employment, insurance, housing or similarly significant effects on individuals;
- provide regulated professional advice;
- handle emergencies without immediate human escalation;
- process special category data or children’s data; or
- send direct marketing without a lawful basis and required opt-outs.
6. Fees, payment and cancellation
Fees, deposits, subscriptions, licence charges, expenses, billing dates and any minimum term will be set out in the accepted proposal, order form or statement of work.
- Payment terms: Unless the accepted proposal says otherwise, invoices are payable within 7 calendar days of the invoice date.
- Setup work and deposits: Setup fees, deposits and implementation fees are payable as stated in the accepted proposal. Once implementation work has started, these are non-refundable except where the law requires otherwise or Zavvion agrees in writing.
- Subscriptions: Recurring services continue for the agreed billing period and renew until cancelled under the accepted proposal or these Service Terms.
- Cancellation: Unless the accepted proposal says otherwise, either party may cancel recurring services by giving at least 30 days’ written notice. The client remains responsible for fees due up to the end of the current billing period and for any committed third-party licence, usage or supplier costs.
- Late payment: Zavvion may pause work, support or access if undisputed invoices remain unpaid after written reminder. Late-payment interest and reasonable recovery costs may apply where permitted by law and stated in the accepted proposal or contract.
7. Third-party services
Implementations may depend on Third-Party Services. The Client may need to accept third-party terms and privacy notices.
We are not responsible for outages, pricing changes, API changes, model changes, data retention practices, security incidents or feature changes by Third-Party Services outside our reasonable control.
If a Third-Party Service becomes unavailable or unsuitable, we will discuss a practical workaround or change request.
8. Intellectual property and deliverables
Unless the proposal says otherwise:
- Zavvion keeps ownership of its pre-existing tools, know-how, templates, methods, frameworks, generic prompts, documentation and reusable workflow components.
- The Client keeps ownership of Client Data, brand materials and client-specific content supplied by the Client.
- On full payment, the Client receives a non-exclusive licence to use the agreed Deliverables for its internal business operations.
Bespoke ownership terms should be agreed in writing where the Client needs exclusive ownership or transfer of IP.
9. Data protection
Each party must comply with applicable data protection law. Where Zavvion processes personal data for the Client as processor, the Data Processing Addendum should apply.
The Client is responsible for privacy notices, lawful basis, consent, marketing permissions, call recording notices, retention rules and data subject requests for its own customers, leads, callers, attendees and end users.
10. Confidentiality
Each party must keep the other party’s confidential information confidential and use it only for the contract. Confidential information includes business plans, customer data, system designs, pricing, credentials, scripts, financial information and non-public operational information.
This does not apply to information that is public, already known lawfully, independently developed, or required to be disclosed by law.
11. Support, acceptance and changes
Support levels, response times and maintenance windows should be set out in the proposal or support plan. Unless agreed otherwise, support is provided during UK business hours.
Deliverables should be deemed accepted when the Client approves them, uses them in live operations, or does not report material defects within 5 business days after delivery.
12. Warranties and exclusions
We warrant that we will perform the Services with reasonable skill and care.
Unless expressly agreed, we do not warrant that any automation will be uninterrupted, error-free, immune from cyber risks, compatible with every third-party change, or guaranteed to generate revenue, profit, leads, bookings, reviews or conversion improvements.
13. Liability cap
This section needs lawyer review before use.
Neither party excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot legally be excluded.
Subject to that, Zavvion’s total aggregate liability arising out of or in connection with the services should be capped at the revenue actually received by Zavvion from that particular customer during the three months immediately before the event giving rise to the claim.
Exclusions for indirect loss, loss of profit, loss of goodwill, loss of data, business interruption, failed campaigns, lost opportunities and third-party platform issues should be reviewed by a lawyer for enforceability before use.
14. Suspension and termination
Either party may terminate as set out in the proposal. Suggested triggers include material breach not remedied within 14 calendar days, non-payment, insolvency, unlawful use, security risk, or use that breaches the Acceptable Use Policy.
On termination, the Client must pay outstanding fees. Data return/deletion should follow the Data Processing Addendum and any agreed offboarding plan.
15. Governing law and disputes
Suggested default: England and Wales law and courts of England and Wales.
For higher-value projects, consider adding escalation, good-faith negotiation and mediation before litigation. Cross-border clients may require local law review.
16. Contract contact
Commercial or contract questions can be sent to info@zavvion.com.
Last updated: 18 May 2026.