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Terms of Service

FirstVoice AI Ltd · Last updated: 17 June 2026

These Terms of Service ("Terms") govern access to and use of the AI-powered virtual reception, email management, and voice agent platform provided by FirstVoice AI Ltd ("FirstVoice", "we", "us", "our") at firstvoice-ai.com (the "Service").

By creating an account or subscribing to the Service, the practice or organisation entering into this agreement ("Customer", "you", "your") agrees to be bound by these Terms. If you are accepting these Terms on behalf of an organisation, you confirm you have authority to do so.

These Terms, together with our Privacy Policy and Data Processing Agreement (DPA), form the entire agreement between FirstVoice and the Customer in relation to the Service (the "Agreement").

1. About these Terms

These Terms set out the basis on which FirstVoice makes the Service available to you. They apply from the moment you register and continue for as long as you use the Service.

2. The Service

FirstVoice provides an AI voice agent and email management platform that can:

  • answer inbound calls to a number forwarded by the Customer;
  • hold natural-language conversations with callers to understand their needs;
  • book, amend, and cancel appointments in the Customer's diary or practice management system;
  • detect and escalate urgent or emergency calls to the Customer's team;
  • provide call summaries, transcripts, and a dashboard for the Customer's staff;
  • manage and respond to patient emails on the Customer's behalf, where this feature is enabled.

The specific features available depend on the subscription plan selected (Starter, Growth, or Enterprise), as described on our Pricing page, which may be updated from time to time.

3. Eligibility and registration

To use the Service, you must:

  • be a registered dental or healthcare practice, or an organisation acting on behalf of one, operating lawfully in the United Kingdom;
  • provide accurate, current, and complete information when registering;
  • ensure that any staff accounts you create are used only by authorised personnel; and
  • keep your login credentials secure and notify us promptly of any unauthorised access.

You are responsible for all activity that occurs under your account.

4. Subscriptions, fees and billing

  • Subscription plans, pricing, and billing frequency (monthly, 6-monthly, or annual) are as set out on our Pricing page or in your order confirmation.
  • Fees are billed in advance and are non-refundable except as required by law or as expressly stated in these Terms.
  • We may change our prices, but will give Customers at least 30 days' notice before any change takes effect on renewal.
  • 6-monthly plans are billed as a single upfront payment covering six months; a 5% discount applies compared to the equivalent monthly rate.
  • Annual plans are billed as a single upfront payment covering twelve months; a 10% discount applies compared to the equivalent monthly rate.
  • Cancelling a 6-monthly or annual plan part-way through the term does not entitle you to a pro-rata refund unless required by law.
  • You are responsible for any applicable taxes (e.g. VAT) in addition to the listed fees.

5. Your responsibilities

As the Customer, you confirm and agree that:

  • You remain the data controller for all patient personal data processed through the Service, including any special category (health) data, as described in our Privacy Policy and DPA.
  • You are responsible for ensuring you have a lawful basis under UK GDPR (including, where relevant, an Article 9 condition) for the AI voice agent to process patient calls and data on your behalf.
  • You are responsible for informing patients that calls to your practice may be answered, recorded, and processed by an automated AI system, including providing any required notices (for example, a recorded message at the start of the call, or updates to your practice's own privacy notice). FirstVoice can provide template wording on request.
  • You are responsible for configuring the Service accurately, including opening hours, services offered, appointment types, and emergency escalation contacts and protocols.
  • You will not use the Service for any unlawful purpose, to transmit harmful code, or in a way that infringes the rights of others.
  • You will ensure that any third-party systems you connect (e.g. practice management software) are used in accordance with your agreements with those providers.

6. AI limitations and emergency calls — important

The Service uses artificial intelligence to interpret and respond to caller requests. While the Service includes emergency-detection features designed to identify high-risk or urgent calls and escalate them to your team:

  • the AI voice agent is not a medical professional and does not provide medical advice, diagnosis, or treatment;
  • the Service is not a substitute for emergency services. Callers experiencing a medical emergency should always be directed to call 999 (or the relevant local emergency number), and callers seeking urgent medical advice outside your practice's hours should be directed to other appropriate services, as configured by you;
  • FirstVoice does not guarantee that the AI will correctly identify every urgent or emergency situation, and the Customer remains responsible for clinical oversight, staffing of escalation channels, and ensuring patients are made aware of how to access emergency care;
  • to the maximum extent permitted by law, FirstVoice is not liable for any harm arising from a caller's failure to receive, or delay in receiving, emergency medical attention, except to the extent caused by our breach of this Agreement or our negligence.

7. Data protection and the Data Processing Agreement

The parties shall comply with their respective obligations under UK GDPR and the Data Protection Act 2018. To the extent FirstVoice processes personal data (including patient data) on behalf of the Customer, the terms of the Data Processing Agreement (DPA), available on request, are incorporated into this Agreement and shall prevail in the event of any conflict in relation to data processing matters. The DPA sets out, among other things:

  • the subject matter, duration, nature, and purpose of processing;
  • the types of personal data and categories of data subjects;
  • FirstVoice's security obligations;
  • the use of sub-processors (a current list is available on request or via our sub-processor page);
  • assistance with data subject requests and personal data breaches; and
  • arrangements for deletion or return of data on termination.

8. Service availability and support

We aim to provide a highly available service (targeted at 99.97% uptime) but do not guarantee uninterrupted access. We may carry out planned maintenance with reasonable notice where practicable. Support is provided according to your subscription tier, as described on our Pricing page (for example, standard or priority support).

9. Intellectual property

FirstVoice and its licensors own all rights, title, and interest in and to the Service, including all software, AI models, designs, trademarks, and documentation. Subject to your compliance with these Terms, we grant you a non-exclusive, non-transferable licence to access and use the Service during your subscription term for your internal business purposes.

You retain ownership of your own data, including patient data, call recordings, and transcripts generated through your use of the Service ("Customer Data"). You grant FirstVoice a licence to use Customer Data as necessary to provide, maintain, and improve the Service, subject to the DPA.

10. Confidentiality

Each party agrees to keep confidential any non-public information disclosed by the other party in connection with this Agreement, and to use it only for the purposes of this Agreement, except where disclosure is required by law.

11. Term, suspension and termination

This Agreement begins when you register for the Service and continues for the subscription term selected, renewing automatically unless cancelled.

You may cancel your subscription at any time via your account dashboard or by contacting us; cancellation will take effect at the end of the current billing period.

We may suspend or terminate your access if: (a) you fail to pay fees when due; (b) you materially breach these Terms and do not remedy the breach within 14 days of notice; or (c) we reasonably believe continued provision of the Service would breach applicable law or pose a security risk.

On termination, we will, on request, make Customer Data (including call logs and transcripts not already deleted under the retention schedule) available for export for a period of 30 days, after which it will be deleted in accordance with our retention policy and the DPA.

12. Warranties and disclaimers

We will provide the Service with reasonable skill and care. Except as expressly stated in this Agreement, the Service is provided "as is" and we exclude all other warranties, conditions, and representations to the extent permitted by law, including any implied warranties of satisfactory quality, fitness for a particular purpose, or non-infringement.

13. Limitation of liability

Nothing in this Agreement limits or excludes either party's liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot lawfully be limited or excluded.

Subject to the above, FirstVoice's total liability arising out of or in connection with this Agreement, whether in contract, tort (including negligence), or otherwise, shall not exceed the total fees paid by the Customer in the 12 months preceding the event giving rise to the claim. Neither party shall be liable for any indirect, special, or consequential losses, including loss of profits, revenue, or data, except to the extent such loss constitutes a direct loss.

14. Indemnification

The Customer agrees to indemnify and hold harmless FirstVoice against any claims, losses, or expenses arising from: (a) the Customer's breach of its data protection obligations under this Agreement; (b) the Customer's failure to obtain necessary consents or provide required notices to patients; or (c) the Customer's use of the Service in breach of these Terms.

15. Compliance with healthcare regulations

The Customer is solely responsible for ensuring its use of the Service complies with all applicable healthcare regulatory requirements, including those of the Care Quality Commission (CQC), General Dental Council (GDC), NHS contractual requirements, and any equivalent bodies relevant to the Customer's practice. FirstVoice provides features intended to support compliance (e.g. UK-only data storage, audit trails, emergency escalation) but does not warrant that use of the Service alone satisfies any specific regulatory obligation.

16. Changes to the Service or these Terms

We may update the Service and these Terms from time to time to reflect changes in our offering, technology, or legal requirements. We will give Customers reasonable notice of material changes (for example, by email or dashboard notice). Continued use of the Service after such changes take effect constitutes acceptance of the updated Terms.

17. Governing law and jurisdiction

This Agreement is governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with it.

18. General

  • Assignment: You may not assign or transfer this Agreement without our prior written consent. We may assign this Agreement in connection with a merger, acquisition, or sale of assets.
  • Force majeure: Neither party is liable for delays or failures caused by events beyond its reasonable control.
  • Severability: If any provision of this Agreement is found unenforceable, the remaining provisions continue in full force.
  • Entire agreement: This Agreement (including the Privacy Policy and DPA) constitutes the entire agreement between the parties and supersedes all prior agreements relating to its subject matter.
  • Notices: Notices under this Agreement should be sent to the contact details provided at sign-up, or to firstvoiceai10@gmail.com for notices to FirstVoice.

19. Contact us

FirstVoice AI Ltd

Email: firstvoiceai10@gmail.com