VOICEProvider
ORVIA Voice is provided by ORVIA Oversight Ltd, company number 16123685, registered in England and Wales.
SERVICE-SPECIFIC TERMS
ORVIA Voice is a product operated by ORVIA Oversight Ltd.
These terms explain the service-specific rules for ORVIA Voice. They sit alongside ORVIA Oversight Ltd's Terms of Business and Privacy Notice. Where a customer order, written scope or signed agreement contains specific terms, those agreed terms take precedence for that deployment.
LEGAL OPERATOR
Who you contract with.
Data protection
ORVIA Oversight Ltd is the accountable organisation behind the ORVIA Voice service. Data-protection roles for a customer deployment are confirmed during onboarding and in any applicable data-processing agreement.
Product brand
ORVIA Voice may use its own website, communications and product identity, but it is not a separate legal company from ORVIA Oversight Ltd.
SERVICE SCOPE
What ORVIA Voice is designed to do.
Routine communication
Answer, classify and capture routine calls and enquiries using approved information and configured workflows.
Verified actions
Where technically configured and tested, ORVIA Voice may route, notify, book, create tasks or update agreed systems.
Human handover
Defined exceptions, sensitive matters and anything needing judgement or authority are handed to an accountable person.
Configuration
The customer approves business information, FAQs, call journeys, escalation contacts, boundaries and any systems to be connected.
IMPORTANT BOUNDARIES
Automation does not replace accountable judgement.
No consequential decision-making
ORVIA Voice does not make safeguarding, legal, clinical, financial, regulatory or other consequential decisions on behalf of the customer.
No invented policy
When the configured information does not support an answer, the service should clarify, capture or hand over rather than manufacture certainty.
No unverified completion claims
If an integration is unavailable, unverified or fails, the service should use the agreed fallback and must not represent the action as successfully completed.
Emergency use
ORVIA Voice is not an emergency service. Customers remain responsible for defining and maintaining appropriate emergency and urgent escalation routes.
CUSTOMER RESPONSIBILITIES
What we need from the organisation using Voice.
Accurate information
Customers must provide accurate, current business information and promptly notify ORVIA of material changes.
Escalation contacts
Customers must maintain valid human escalation routes and ensure the people named are authorised to receive the relevant information.
Lawful use
Customers are responsible for using the service for lawful purposes and for the lawful basis, notices and permissions required for their own processing and communications.
Testing and approval
Customers must review and approve the configured journey before it is switched into their live call flow.
INTEGRATIONS & THIRD PARTIES
Connections are customer-specific.
ORVIA Voice may rely on telephony, speech, AI, messaging, CRM, calendar, hosting and other suppliers. A logo or general capability statement does not mean a customer-specific integration is already active.
Verification first
Each integration must be assessed, configured and tested before it is described as active for that customer.
Supplier availability
Third-party availability, rate limits, account permissions and outages can affect service delivery. Agreed fallback behaviour should be used where possible.
Customer accounts
Where a workflow uses the customer's own third-party account, the customer remains responsible for maintaining that account, permissions and licences.
CHARGES & COMMERCIAL TERMS
The order or published plan controls the commercial detail.
We are not changing ORVIA Voice pricing or package structure on this page. The applicable subscription, setup charge, included usage, overage or bespoke scope is the one shown in the customer's order, checkout, written quotation or agreed plan at the time of purchase.
Usage
Where a plan contains included usage or usage-based charging, the applicable allowance and rate are disclosed before the customer commits.
Specialist scope
Premium numbers, unusual supplier usage, custom integrations or specialist operational requirements may be separately scoped where applicable.
Cancellation and minimum term
The applicable cancellation and minimum-term rules are those stated in the order or written agreement. This page does not create a different cancellation promise.
LEGAL DOCUMENTS
These documents should be read together.
ORVIA Oversight Ltd Terms of Business
The parent terms set the wider contractual framework for ORVIA Oversight Ltd. Read the ORVIA Terms of Business.
Privacy and data protection
The ORVIA Privacy Notice and data-protection information apply alongside any customer-specific data-processing terms. Read the Privacy Notice.
Customer-specific scope
The order, statement of work, onboarding approval, DPA or other signed agreement may add deployment-specific details and will govern those agreed details.
Questions about a Voice deployment?
Contact ORVIA Oversight Ltd before purchase or go-live if anything about scope, data handling or responsibility is unclear.