The plain English version
We know nobody reads Terms of Service, so here are the things that actually matter to you:
Your phone number
Phone numbers are provided through Twilio, our telecoms partner — they technically hold the number on your behalf, similar to how a hosting company holds your domain. If you ever leave VoxBot, you can take your number with you by porting it to another provider. The process takes around 4–6 weeks and requires a signed Letter of Authority and a recent phone bill. See Twilio's UK porting guide. Keep your account active until the port completes — cancelling early can make your number unportable.
Your callers' data
Call recordings and caller information are yours. We store them securely and do not sell or share them with third parties. You are the data controller under UK GDPR — we process data only on your instructions.
Cancelling is straightforward
Email support@voxbot.io and we'll close your account within 2 business days. No lengthy calls, no hoops to jump through. If you want your number ported out first, tell us and we'll help you do that before closing.
Pricing
You only pay for what you use. No hidden fees, no minimum spend. If something goes wrong on our end, contact us — we'll sort it.
The full legal terms are below. If anything conflicts between this summary and the full terms, the full terms apply.
Terms of Service
Effective Date: 20 February 2026
1. Acceptance of Terms
By accessing and using VoxBot's services, you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to these terms, please do not use our services.
2. Description of Service
VoxBot provides automated call services that enable businesses to handle phone calls professionally. Our services include call routing, call forwarding, text-to-speech greetings, and custom call flow management.
3. User Responsibilities
You agree to:
- Use the service in compliance with all applicable laws and regulations
- Not use the service for illegal, unauthorised, or harmful purposes
- Comply with Twilio's Acceptable Use Policy and messaging guidelines
- Not engage in spam, robocalling, or unsolicited communications
- Obtain proper consent before making calls to recipients
- Maintain the security of your account credentials
- Provide accurate and complete information
- Inform callers about call recording where applicable and obtain necessary consent
4. Payment Terms and Refund Policy
Payment for services is processed through Stripe. We operate on a usage-based pricing model where you pay for the services you use.
Refunds: Refunds may be granted at our discretion on a case-by-case basis for reasonable circumstances, including but not limited to:
- Service outages or technical issues that prevented you from using the service
- Billing errors or duplicate charges
- Requests made within 14 days of initial charge for first-time users
To request a refund, please contact us at support@voxbot.io with details of your request. Refund decisions are made at our sole discretion and will be processed within 7-10 business days if approved.
5. Account Management and Cancellation
Currently, VoxBot does not provide self-service features for account cancellation, subscription changes, or payment method updates through the user interface.
To make any of the following changes to your account, you must contact our support team:
- Cancel your subscription
- Update your payment method or billing information
- Modify your subscription plan
- Delete your account and associated data
Please email support@voxbot.io with your request, and our team will process it within 2 business days. When requesting account cancellation or deletion, please include your account email address and any relevant details.
6. Call Recording and Consent
VoxBot's services may involve the recording and processing of telephone calls. You are responsible for:
- Complying with all applicable call recording laws in your jurisdiction
- Obtaining necessary consent from call participants before recording
- Providing appropriate notice to callers that calls may be recorded
- Implementing proper data protection measures for recorded calls
Call recording requirements vary by jurisdiction. Some regions require all parties to consent (two-party or all-party consent), while others only require one party to consent (one-party consent). You are solely responsible for understanding and complying with the laws applicable to your business and the locations of your callers.
7. Twilio Compliance
Our telephony services are powered by Twilio. By using VoxBot, you agree to comply with:
- Twilio's Acceptable Use Policy
- The Privacy and Electronic Communications Regulations 2003 (PECR)
- UK GDPR and the Data Protection Act 2018
- Ofcom regulations and applicable UK telecommunications law
- Data protection requirements for call recordings and transcripts
Violations of these policies may result in immediate service suspension.
7a. Phone Number Ownership
Phone numbers provided through VoxBot are allocated via Twilio, our telecommunications partner, and are subject to Twilio's number ownership and porting policies. VoxBot does not own your phone number.
You may request to port (transfer) your number to another provider at any time. To do so, you must keep your VoxBot account active until the port is fully complete — cancelling your account before the port completes may result in the number being released and becoming unportable. VoxBot will assist with the porting process where possible.
For full porting requirements, timelines, and processes, please refer to Twilio's UK Porting Guidelines.
7b. UK GDPR and Data Processing
VoxBot acts as a data processor on your behalf. You, as the business using our service, are the data controller for any personal data collected through your call flows, including caller information and call recordings. We process this data only on your instructions and in accordance with UK GDPR and the Data Protection Act 2018.
We do not sell, rent, or share your callers' personal data with third parties, except where required by law or necessary to deliver the service (e.g. passing call audio to our speech processing infrastructure).
The supervisory authority for data protection in the UK is the Information Commissioner's Office (ICO). If you have a complaint about how we handle personal data, you may contact the ICO at ico.org.uk.
8. Service Availability
We strive to maintain high service availability but do not guarantee uninterrupted access to our services. Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.
9. Data Retention and Deletion
We retain your account data and call records in accordance with our Privacy Policy and applicable legal requirements. You may request deletion of your data by contacting support@voxbot.io. Please note that some data may be retained for legal or regulatory compliance purposes even after account deletion.
10. Intellectual Property
All intellectual property rights in the VoxBot platform, including but not limited to software, designs, trademarks, and content, remain the property of VoxBot. You are granted a limited, non-exclusive, non-transferable licence to use the service in accordance with these terms.
11. Limitation of Liability
Nothing in these terms limits or excludes VoxBot's liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable UK law.
Subject to the above, and to the maximum extent permitted by law, VoxBot shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities, arising from your use of our services. Our total liability shall not exceed the amount paid by you in the 12 months preceding the claim.
12. Indemnification
You agree to indemnify and hold harmless VoxBot from any claims, damages, losses, or expenses (including legal fees) arising from your use of the service, violation of these terms, or infringement of any third-party rights.
13. Modifications to Terms
We reserve the right to modify these terms at any time. We will notify users of material changes via email or through the service. Continued use of the service after changes constitutes acceptance of the modified terms.
14. Termination
We may terminate or suspend your account immediately and without prior notice where you have materially breached these terms, including but not limited to misuse of the service, non-payment, or violation of applicable law.
In all other circumstances, we will provide at least 30 days' written notice before terminating your account, during which time you may port your number to another provider if you wish. Upon termination, your right to use the service will cease.
15. Governing Law
These terms shall be governed by and construed in accordance with the laws of the United Kingdom. VoxBot Ltd is registered in Northern Ireland and subject to UK law. Any disputes shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.
16. Company Information
VoxBot Ltd is a company registered in Northern Ireland.
- Company Name: VoxBot Ltd
- Company Number: NI736457
- Registered Office: 24 Rhanbuoy Park, Holywood, Northern Ireland, BT18 0DX
17. Contact Information
For questions about these Terms of Service, please contact us at support@voxbot.io