Terms of Service
The plain-English terms for using Orra. If anything is unclear, email us and we will explain.
1. About these terms
Orra is a product of Clymb Marketing Ltd, a company registered in England and Wales ("Orra", "we", "us"). You can contact us at hello@orrahq.com.
These terms apply when a business ("you") signs up for or uses Orra, including our AI receptionist, chat, follow-up, dashboard and reporting services (the "Service"). By starting a trial, ticking the box at sign-up or using the Service, you agree to these terms on behalf of your business. Orra is for business use only and is not offered to consumers.
Our Data Processing Agreement forms part of these terms. Our Privacy Policy explains how we handle personal data where we are the controller.
2. The Service
Orra provides AI assistants that answer calls and messages for your business, take details, book appointments, send summaries and carry out follow-ups you set up. The features included depend on your plan, as shown on our pricing page when you sign up.
We set up your assistant using information you give us, such as your services, opening hours, team members and how you want calls handled. You are responsible for making sure that information is accurate and kept up to date.
3. Free trial
New customers get a 3-day free trial. Your trial starts when your assistant goes live on your number. If you cancel before the trial ends, you will not be charged. If you do not cancel, your paid plan starts automatically when the trial ends and the payment method you gave us will be charged.
We may limit trials to one per business and may end a trial early if we believe it is being misused.
4. Plans, minutes and payment
- Fees. You pay the monthly or yearly fee for your plan in advance. All prices exclude VAT, which we add at the current rate.
- Call minutes. Each plan includes a monthly allowance of call minutes. Minutes are counted from when a call is answered to when it ends, for inbound and outbound calls handled by Orra. Unused minutes do not roll over.
- Extra minutes. Minutes beyond your allowance are charged at 39p per minute plus VAT, billed in arrears with your next payment. You can ask us to set a monthly cap.
- Yearly plans. Yearly plans are billed once a year at the discounted yearly price and are non-refundable once the trial has ended, except where the law requires otherwise.
- Late payment. If a payment fails we will let you know and try again. If it is still unpaid after 14 days we may pause the Service until it is paid.
- Price changes. We may change our prices by giving you at least 30 days' notice by email. The new price applies from your next billing date after the notice period.
5. Partner and founding rates
If you signed up with a valid partner code, you receive the rate shown at sign-up. Founding partner rates are fixed for the period stated at sign-up (normally 12 months) while your subscription stays active and paid. After that period, your plan moves to our standard price, and we will remind you by email at least 30 days before it changes. Partner rates apply to monthly billing only and cannot be combined with other offers. If you cancel and later rejoin, the standard price applies.
6. Your responsibilities
You agree to:
- use the Service lawfully, and only for your own business;
- tell callers, where the law requires it, that calls may be recorded and that they may be speaking with an AI assistant (Orra introduces itself and gives a recording notice by default, and you must not ask us to remove these);
- make sure you have a lawful basis for any outbound calls or messages you ask Orra to make, including following the Privacy and Electronic Communications Regulations, Telephone Preference Service rules and any consent you need;
- keep your login details safe and tell us straight away if you think someone else has used your account;
- not use the Service to send spam, make nuisance or abusive calls, impersonate anyone, or handle payment card details over the phone.
7. AI assistants and regulated advice
Orra's assistants are AI. They can make mistakes, mishear callers or misunderstand requests. You should check important details, such as bookings and messages, before relying on them.
Orra does not give financial, legal, medical or other regulated advice, and is set up to say so. Any rough calculations an assistant gives are illustrations only. If your business is regulated (for example by the Financial Conduct Authority), you remain responsible for meeting your regulatory obligations, including how you present information to customers, and for reviewing the scripts and rules your assistant follows. We will work with you to configure the assistant to support those obligations.
8. Data protection
When Orra handles personal data about your callers and customers on your behalf, you are the controller and we are your processor. Our Data Processing Agreement sets out how we handle that data and applies automatically when you accept these terms.
You are responsible for having a lawful basis to collect and use your customers' data and for giving them the privacy information they need, including that you use an AI assistant to answer calls.
9. Availability and support
We aim to keep Orra available around the clock, but we do not guarantee it will be uninterrupted or error-free. The Service relies on telephone networks and third-party infrastructure that are outside our control. We will try to give advance notice of planned maintenance and will work to restore the Service quickly if something goes wrong. If Orra is unavailable, calls forwarded to Orra may not be answered, so we recommend you keep a fallback such as voicemail on your own line.
Support is available by email at hello@orrahq.com during UK business hours. Practice plans include priority support.
10. Intellectual property
We own the Orra software, voices, prompts, designs and everything we create to provide the Service. You get a licence to use the Service for your business while your subscription is active.
You own your business information, call recordings, transcripts and customer data. You give us permission to use them only to provide and improve the Service for you, and as set out in the Data Processing Agreement. We do not use your customers' conversations to train public AI models.
11. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot be limited by law.
Subject to that, we are not liable for any loss of profit, revenue, business, goodwill or opportunity, missed calls or bookings, or any indirect or consequential loss. Our total liability to you in any 12-month period, however it arises, is limited to the fees you paid us in that period.
12. Cancelling and ending the Service
- You can cancel at any time by emailing hello@orrahq.com or from your account. Monthly plans end at the end of the current billing month. There is no contract and no cancellation fee.
- We can end or suspend the Service if you seriously or repeatedly break these terms, do not pay, or use Orra in a way that could cause harm or break the law. Otherwise we will give you at least 30 days' notice.
- When the Service ends, you should remove call forwarding to Orra. You can ask us for a copy of your data within 30 days, after which we will delete it as set out in the Data Processing Agreement.
13. General
We may update these terms from time to time. If we make a change that materially affects you, we will tell you by email at least 30 days before it takes effect. You may not transfer your account to someone else without our agreement. If any part of these terms is found to be unenforceable, the rest still applies.
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.