Terms of Service

Who can sign up

The service is offered only to businesses acting in the course of their trade, business or profession. Sole traders and partnerships buying for their business are businesses for this purpose. Nothing in these terms affects any right a consumer has by law that cannot be excluded.

Each clause below is written in two parts, and it is worth knowing which one you are reading.

• The summary comes first, in plain English: what the clause does, written to be understood rather than to be argued about. It is not the contract and creates no rights on its own.
• The clause follows it, marked as such. That is the operative text, the words that bind, and where the two differ it is the one that governs.

If you are reviewing SorviAI and have limited time, read Your data, Limitation of liability, and Suspension and termination: they carry most of the commercial exposure in the agreement.

This page is not the whole agreement on its own. Several other documents form part of it, and they are listed here by link rather than copied in, so that they can be updated without either of us having to sign anything again. If two documents conflict, there is a stated order of precedence.

Updating a linked document is still subject to Changes to these terms: a revision that changes your rights or obligations goes through that process, and a link is not a way around it.

The clause.

1. These Terms of Service are an agreement between SORVI AI LTD, a company registered in England and Wales with company number 16927720 (“SorviAI”, “we”, “us”), and the organisation that creates a workspace or signs an order form for the service (“the customer”, “you”).
2. In this agreement: authorised user means an individual the customer allows to use the service under its account; customer data means all data, content and files that the customer or its authorised users enter into, upload to, sync with or generate in the service, including anything published through a storefront, portal or shared link; the service means the SorviAI platform and the applications the customer subscribes to, with the updates we make available; workspace means the customer’s own instance of the service; and order form means an order or quotation for the service signed by both parties.
3. The documents listed in the table below form part of this agreement as published at the addresses shown.
4. If documents conflict, they apply in this order, each only to the extent of the conflict: (a) the UK transfer terms in Annex 4 of the Data Processing Agreement, for a restricted transfer they cover; (b) the Data Processing Agreement, for personal data we process for you; (c) an order form, for the commercial terms it sets out, where it says expressly that it overrides these terms; (d) these Terms of Service; and (e) the other documents listed below.

You enter into this agreement when you create a workspace or start using the service for your organisation. The sign-up and sign-in screens link to these terms. Sign-up does not ask you to tick an acceptance box today, and we do not keep a record of which version of the terms you accepted, as which user, at what time: the version in force is always the one on this page, and a later version takes effect only as Changes to these terms describes.

How the online contract works (Electronic Commerce (EC Directive) Regulations 2002, regs. 9 and 11)

• Technical steps. You create an account with your name, email address and password, and confirm your email address. You can start a free trial of an application without a payment card. A paid subscription starts only when a workspace administrator completes checkout with our payment provider, Stripe.
• Correcting mistakes. Stripe’s checkout page shows the plan, the price and how often you pay before you pay, and you can go back and change them before you confirm.
• Language. The contract is concluded in English.
• Contract text. The current version of these terms is on this page, and every version stays readable at this address. We do not store a copy of the version you accepted against your account.
• Acknowledgement. We do not send an order acknowledgement email of our own. Your invoices are available from Admin, then Plan, which opens our payment provider’s billing page.

Between businesses these duties can be varied by agreement; we follow them for every customer.

The clause.

1. This agreement is formed when a person creates a workspace, or first uses the service, on behalf of an organisation, or, where there is an order form, when both parties have signed it.
2. The person who does so confirms that they are authorised to bind the organisation to this agreement, and that the organisation is acting in the course of its trade, business or profession.
3. Continued use of the service after a change to this agreement takes effect is acceptance of the change, as Changes to these terms sets out.

The customer is the organisation, not the individual who signed up. Your workspace administrators control who else gets in and what they can do. You are responsible for keeping credentials safe and for what happens under your accounts, including by people you gave access to.

The clause.

1. The customer is the organisation named in its workspace or order form. Its workspace administrators act on its behalf, and we may rely on their instructions as the customer’s.
2. The customer must keep its registration details accurate, keep the credentials of its authorised users confidential, and tell us promptly at [email protected] if it believes an account has been used without authority.
3. The customer is responsible for the acts and omissions of its authorised users, and for everything done under their accounts, as if they were its own.
4. If control of a workspace is disputed, for example after an administrator leaves the organisation, we may ask for evidence of authority from the organisation and act on the instructions of a person we reasonably believe it has authorised. We do not transfer control of a workspace on an individual’s request alone.

Multi-factor authentication is available. Each user can switch it on for their own account, and it comes with recovery codes. Its limits matter for how you plan: an administrator cannot yet require it for everyone in the workspace, it is not offered to Portal users, hardware security keys are not supported, and there is no single sign-on. What the platform does and does not enforce on your behalf is described on the Security page. The practical consequence is that credential hygiene sits further on your side of the line than it would with enforced multi-factor authentication.

While you are paying and in good standing, you may use the service for your own business. You are buying access to something we run, not a copy of the software, and the right is not transferable to anyone else.

The clause.

1. Subject to this agreement and to payment of the fees, we grant the customer a non-exclusive, non-transferable and non-sublicensable right, for the subscription term, to access and use the service, and to allow its authorised users to do so, for its own business purposes, within the plan, applications and number of seats it has bought. Those purposes include publishing its own storefront, portals and shared links to its own customers, suppliers and counterparties.
2. The service is provided as a hosted service. No copy of the software is licensed or supplied, and all rights not expressly granted are reserved.

Free trials end. A new workspace can take a free trial of each standalone application once. A trial lasts 30 days and needs no payment card. When it ends, the application stays readable but cannot be changed for 7 more days, and then it locks. A trial never turns into a paid subscription by itself. We email you 3 days before the trial ends. Features labelled preview or beta may change substantially or be withdrawn, may be less reliable than the rest of the service, and are not covered by any availability commitment.

The clause.

1. A free trial is provided so that the customer can evaluate the service. It lasts for the period stated in the product, requires no payment details, and becomes a paid subscription only if the customer completes checkout.
2. A trial, and any feature labelled preview or beta, is provided “as is”, without any warranty or commitment. We may change or withdraw it at any time, and to the fullest extent the law allows we have no liability for it.
3. Customer data entered during a trial remains the customer’s and is handled as When the agreement ends describes.

There are things you may not do with SorviAI: break the law, infringe other people’s rights, send spam through it, attack it, resell it, or use it to harm other customers. The full list is in the Abuse Policy, which forms part of this agreement, and breaking it is grounds for suspension.

The clause.

1. The customer must comply, and must ensure that its authorised users comply, with the Abuse Policy and the Anti-spam Policy, both of which form part of this agreement.
2. A breach of either policy is a material breach of this agreement. It entitles us to suspend the service under Suspension and termination, immediately where that clause allows, and to end the agreement where the breach is serious or repeated.

Because customers can publish public storefronts and send email through SorviAI, acceptable use here carries more weight than on a purely internal tool. The anti-spam rules and the intellectual property complaints process both depend on the enforcement powers this clause and Suspension and termination create.

Parts of SorviAI let a customer show content to people outside their own team. This section records what those parts do, because it decides whether the Online Safety Act 2023 applies to us.

• A storefront shows the merchant’s own catalogue. Shoppers cannot post reviews, comments, ratings or uploads that other shoppers see, and an enquiry goes only to the merchant. Storefronts take enquiries; there is no checkout.
• A Customer Portal or Vendor Portal user sees only the documents of the customer or vendor record they belong to. Every portal login for the same customer sees every upload on that record, including files added by other logins and by the business’s staff. The portal has no ticket view.
• Repair ticket comments are written and seen only by the business’s staff. Customers never see tickets or comments.
• TeamEmail is email. Nest is file storage shared inside a workspace, but anonymous public share links are allowed by default unless an administrator switches them off (optional password, expiry and view-only mode, revocable); each view logs the viewer’s IP address and user agent. Public links are not rate limited, and switching sharing off does not disable public links that already exist.

We have assessed each part of SorviAI against the Online Safety Act 2023. Storefronts, portals, public quote and invoice pages, Repairs, Escalate, TeamEmail and the internal modules are, in our assessment, outside the Act’s user-to-user duties, because their content is the business’s own, is email, or stays inside an internal business service. Nest public share links can let content uploaded by one user be encountered by another, so we treat them as within scope and comply: we have recorded an illegal content risk assessment and a children’s access assessment for them, and named an accountable person.

We do not allow illegal content anywhere on SorviAI. Anyone can report content, including a file shared through a public link, by email to [email protected] or through the form on our contact page, and we remove content we find to be illegal. A complaint about how we handled a report goes through the appeal route in the Abuse Policy. Our right to suspend immediately, under Suspension and termination, covers action we need to take to meet our duties under the Act.

What you pay, when you pay it, and what happens if you do not. Prices are in pounds sterling (GBP) for customers in the United Kingdom, billed monthly or annually in advance. Plans are priced per seat, a seat being a user with access to the application: each plan includes the seats shown on our pricing page and at checkout, including any seat it gives free of charge, and each additional seat is charged. On a subscription bought through checkout, adding a user increases the charge pro rata for the rest of the period, and removing a user earns a pro rata credit, both shown on your next invoice. Subscriptions renew automatically unless you cancel before the renewal date. You pay by card or Apple Pay at checkout with our payment provider.

Plan changes and downgrades are made by our team on request: our team makes the change in our payment provider, which works out the difference pro rata and shows it on your next invoice. You cannot change plan yourself inside SorviAI.

If a payment fails, our payment provider retries it automatically, up to 8 times over 2 weeks, and in the meantime your workspace becomes read-only: you can still sign in, read records and export lists (CSV or Excel), but you cannot create or change records or export reports. Access returns to normal as soon as the payment succeeds. We do not send our own email when a payment fails.

The clause.

1. The customer pays the fees for its plan and seats in advance, monthly or annually as chosen at checkout or in an order form, in the currency shown at checkout.
2. Seats added during a billing period are charged pro rata for the rest of the period, and seats removed earn a pro rata credit; both appear on the next invoice.
3. A subscription renews automatically for successive periods of the same length unless the customer cancels before the renewal date.
4. We may change our prices by giving workspace account owners at least 30 days’ notice by email. A change takes effect from the first renewal after the notice period ends, and the customer may cancel before then.
5. Fees exclude VAT. SORVI AI LTD is not registered for VAT on the date of this version, so no VAT is charged on our subscriptions. If we register, VAT at the rate that applies will be added to invoices issued after the date of registration, and we will tell workspace account owners at least 30 days beforehand.
6. If a payment fails, the workspace becomes read-only until it succeeds. If any amount remains unpaid 30 days after it fell due, we may suspend the service under Suspension and termination.
7. On a late payment we may claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, and we may choose not to claim them.
8. Refunds are governed by the Refund Policy, which forms part of this agreement.

Late payment

The Late Payment of Commercial Debts (Interest) Act 1998 gives us a right to interest on late payments at 8% a year above the Bank of England base rate, and to fixed compensation of £40 for a debt under £1,000, £70 for a debt of £1,000 to under £10,000 and £100 for a debt of £10,000 or more, plus reasonable recovery costs. We may choose not to claim them.

VAT

SORVI AI LTD is not registered for VAT, so no VAT is charged on our subscriptions. A UK company must register once its taxable turnover passes the VAT registration threshold, currently £90,000. If we register, VAT at the standard rate will be added to our invoices from the date of registration, and business customers can account for it in the usual way. Goods you sell through Storefront or Inventory in Northern Ireland may follow EU VAT rules under the Windsor Framework; that is your own VAT position, not ours.

Your data is yours. It stays yours. We take only the narrow permission we need to actually run the service for you: storing it, processing it, transmitting it, backing it up, and keeping it secure. We do not acquire the right to use it for anything else, and we do not use it to train artificial intelligence models.

SorviAI does not currently use an AI provider; if one is added it will be listed as a sub-processor with its transfer basis.

Where your data includes personal data, we process it as your processor under UK GDPR art. 28, and the Data Processing Agreement, which forms part of this agreement, sets out the terms.

The clause.

1. As between the parties, the customer owns all customer data, and nothing in this agreement transfers any right in it to us.
2. The customer grants us a non-exclusive, royalty-free licence to host, store, copy, transmit, back up, display and otherwise process customer data only as needed to provide, maintain, support and secure the service for the customer, to follow the customer’s instructions and to comply with law. The licence ends when this agreement ends, except for data we still hold under When the agreement ends.
3. We do not sell customer data, use it for advertising, use it for any purpose of our own, or use it to train artificial intelligence models.
4. The customer is responsible for having a lawful basis for the customer data it puts into the service, and for its accuracy and lawfulness.

Where data is stored and who can reach it

• The application and its database run with our hosting provider, DigitalOcean, in its London region, behind Cloudflare’s network, which DigitalOcean supplies as part of its App Platform. Uploaded files are stored in DigitalOcean’s London region. Our email provider is Twilio SendGrid. Our error-monitoring provider, Sentry, processes error reports in its EU region in Frankfurt, Germany, which UK law recognises as adequate.
• Some of our team who support the service work from India. A team member employed by SORVI AI LTD is part of the same company, and the ICO does not treat their access to our UK systems as a restricted transfer. Anyone in India who works for us as a contractor, or through another company, makes one: that access must rest on the International Data Transfer Agreement, with a transfer risk assessment covering access by Indian public authorities, and no such agreement has been signed yet.
• Some of our sub-processors are in the United States. Each one we use is certified under the UK Extension to the EU-US Data Privacy Framework (the “data bridge”), and transfers to it rely on that certification for the data it covers. DigitalOcean, Twilio and Sentry’s parent are certified for non-HR data only: for HR data, such as Worklink records, Twilio’s data protection addendum applies the International Data Transfer Agreement, while DigitalOcean’s agreement adds no safeguard if that data is reached from the United States. The Compliance page lists every sub-processor with its location and safeguard.

SorviAI Finance can submit VAT returns to HMRC under Making Tax Digital for VAT, on your instruction. SorviAI calculates the nine box figures from the records in your workspace; you review them, adjust them where needed, and approve every submission before we transmit it. We transmit what you approved; we do not check your return or take responsibility for its content. Checking the figures before you file is your responsibility and your accountant’s.

• HMRC requires software to send fraud-prevention information with each submission, including information about the device used. SorviAI sends it, and the Cookie Policy describes the device identifier it stores for that purpose.
• SorviAI does not currently appear on HMRC’s list of software compatible with Making Tax Digital for VAT.
• Northern Ireland VAT numbers (starting XI) are not supported for filing, and past returns cannot yet be read back from HMRC inside SorviAI.
• Making Tax Digital for Income Tax is not supported, and there is no current plan to support it. SorviAI does not send quarterly updates or final declarations for sole traders or landlords.
• SorviAI does not produce structured e-invoices (for example through Peppol), and does not file accounts with Companies House or HMRC in iXBRL. A PDF invoice is not a structured e-invoice.

Keeping your records

You must keep business and VAT records for the periods UK law sets, generally at least six years for VAT. Our database backups are kept for seven days: they are for recovering the service, not an archive, and no substitute for your own retention duty. Exports in SorviAI are per module and refused above 20,000 rows; Nest downloads one file at a time; TeamEmail, Storefront, POS and Escalate have no export. Keep your own exports.

Tax penalties

You are responsible for the content and the timing of every return you approve. If a defect in the service causes HMRC to charge a penalty or interest, our liability for it is subject to Limitation of liability.

The platform itself, its code, design and brand, remain ours. Using SorviAI does not transfer any of it to you. If you send us an idea for how the product should work, we may act on it without owing you anything.

The clause.

1. We and our licensors own all intellectual property rights in the service, the software, its documentation and our marks. SorviAI and SorviAI Orbit are trade marks of Ralakde Holdings Limited, used by SORVI AI LTD under licence. Nothing in this agreement transfers any of those rights to the customer.
2. If the customer or its authorised users give us suggestions or feedback about the service, we may use them freely, without payment or obligation, and they grant us a perpetual, irrevocable, worldwide, royalty-free licence to do so.

SorviAI connects to outside services when you ask it to, such as a tax authority, a mailbox, a courier or a payment provider. Those services are run by other companies under their own terms, and once your data is with them it is governed by their agreement with you, not by this one.

SorviAI integrates with HMRC Making Tax Digital for VAT filings, with Microsoft 365 for mailboxes, with UPS, FedEx and DHL for shipments, and with your own Stripe account for card payments. Each is enabled by you and each carries its own terms. Online invoice payment through the Customer Portal uses Stripe Connect: the money goes to your own connected Stripe account, but SorviAI creates that account and makes the charges with its own Stripe platform key.

The clause.

1. An integration is enabled on the customer’s instruction, and data sent through it is sent at the customer’s direction under the customer’s own terms with the third party.
2. We are not responsible for a third party’s service, availability or terms, and we may change or discontinue an integration if the third party changes or withdraws its interface.
3. Integrations the customer enables are not our sub-processors. Our own sub-processors are listed on the Compliance page and are our responsibility.

Each of us will keep the other’s confidential information confidential, use it only for the purposes of this agreement, and protect it properly. This runs in both directions, and it survives the end of the agreement.

The clause.

1. Each party will keep the other’s confidential information confidential, use it only to perform or receive the benefit of this agreement, protect it with at least reasonable care, and disclose it only to its staff, advisers and suppliers who need to know it and are bound by equivalent duties. Customer data is the customer’s confidential information.
2. This does not apply to information that is or becomes public other than through a breach of this clause, was lawfully known to the recipient before disclosure, is independently developed, or is lawfully received from a third party without a duty of confidence.
3. A party may disclose confidential information where law, a court or a regulator requires it, after telling the other party where the law allows, and disclosing only what is required.
4. These obligations continue for five years after this agreement ends, and for as long as the information remains a trade secret.

We promise a few specific things: that we have the right to provide the service, and that we will provide it with reasonable skill and care. Beyond those, the service is provided as it is. We do not promise it will never be unavailable or never contain a defect.

For business customers, the term implied by law that a service is supplied with reasonable care and skill (Supply of Goods and Services Act 1982, s.13) can be limited only where that is reasonable (Unfair Contract Terms Act 1977), which is why the clause below pairs its exclusions with positive commitments.

The clause.

1. We warrant that we have the right to provide the service, and that we will provide it with reasonable skill and care and substantially as described in its documentation.
2. If the service does not meet that warranty, the customer should tell us, and we will use reasonable efforts to correct it. If we cannot do so within a reasonable time, the customer may end the affected subscription and we will refund the fees it paid for the unused part of the period.
3. Except as this agreement expressly states, and to the extent the law allows, all other warranties, conditions and terms, whether implied by statute, common law or otherwise, are excluded. We do not warrant that the service will be uninterrupted or error-free. No service level agreement applies.

There is a ceiling on how much either of us can be made to pay the other if something goes wrong: the fees you paid or owed us in the 12 months before the event that caused the claim. The ceiling works the same way in both directions. Certain things sit outside it: neither of us limits liability for death or personal injury caused by negligence, or for fraud. Neither of us is liable to the other for indirect losses such as lost profits.

The clause.

1. Nothing in this agreement limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded, or the customer’s obligation to pay fees that are due.
2. Subject to paragraph 1, neither party is liable to the other, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any loss of profits, revenue, business, contracts, goodwill or anticipated savings, or for any indirect or consequential loss.
3. Subject to paragraph 1, each party’s total liability to the other arising out of or in connection with this agreement, in each period of 12 months from the date the agreement is formed, is limited to the fees paid or payable by the customer under this agreement in the 12 months before the event giving rise to the claim. This limit applies to claims under the Data Processing Agreement, to the indemnities in this agreement, and to any penalty or interest charged by HMRC that is caused by a defect in the service.
4. Each party agrees that this allocation of risk is reasonable, taking into account the price of the service, which reflects it, and each party’s ability to protect itself, including through its own insurance.

A different limit, or specific carve-outs for data breach or confidentiality, applies only where a signed order form says so. The limit is set to meet the reasonableness test.

If someone sues you because the SorviAI platform itself infringes their intellectual property, we defend that claim and cover it. If someone sues us because of what you put into or published from your workspace, you do the same for us.

The customer-side indemnity is not boilerplate for this platform. Customers publish catalogues, product descriptions and images to public addresses on SorviAI infrastructure, so a rights holder whose photographs appear on a storefront will send their notice to whoever they can find, which is us. The takedown process that follows is described in IPR Compliance, and this clause is where the cost of it lands correctly.

The clause.

1. We will defend the customer against any claim by a third party that the customer’s use of the service in accordance with this agreement infringes that third party’s intellectual property rights in the United Kingdom, and will pay the damages and costs finally awarded or agreed in settlement. This does not apply to a claim arising from customer data, from a combination with anything we did not supply, or from a modification we did not make.
2. If such a claim is made or likely, we may procure the right for the customer to continue using the service, modify it so that it does not infringe, or, if neither is reasonably possible, end the affected subscription and refund the fees paid for the unused part of the period.
3. The customer will defend us against any claim by a third party arising from customer data, from content the customer publishes through the service, or from use of the service in breach of the Abuse Policy or the Anti-spam Policy, and will pay the damages and costs finally awarded or agreed in settlement.
4. A party seeking an indemnity must notify the other promptly, let it control the defence and settlement, and give it reasonable help at its cost. Both indemnities are subject to Limitation of liability.

Either of us can end the agreement in the ways set out here. We can also suspend access, and in some situations we can suspend it immediately and without notice: where there is a legal requirement, a security risk, fraud, or harm being done to other customers. For a problem you can put right, we tell you what is wrong and give you a chance to fix it first. We restore access as soon as the cause is resolved.

Today suspension applies to the whole workspace, sign-in included; a single item can be removed only by our staff acting inside the workspace through support access, and the platform sends no automatic notice when we suspend, so we tell you ourselves. A read-only workspace (after a failed payment) can still be read, and its lists exported, but a suspended workspace cannot be signed in to at all.

The clause.

1. Either party may end this agreement with effect from the end of the current subscription period, the customer by cancelling before the renewal date, and we by giving at least 30 days’ notice by email before it.
2. Either party may end this agreement immediately by written notice if the other commits a material breach that cannot be remedied, or does not remedy it within 30 days of written notice requiring it (the cure period), or becomes insolvent, enters administration, liquidation or any similar process, or stops carrying on business.
3. We may suspend the service, in whole or in part, immediately and without notice where we reasonably believe it is necessary: (a) to comply with law, a court order or a request from a competent authority, including a notice under section 3 of the Terrorism Act 2006 and our duties under the Online Safety Act 2023; (b) because of a security risk to the service or to other customers; (c) because of suspected fraud or unlawful activity; (d) because of a breach of the Abuse Policy or the Anti-spam Policy that is causing, or is likely to cause, harm; or (e) where any fee remains unpaid 30 days after it fell due. In any other case we will give notice and a reasonable opportunity to remedy the problem first.
4. We may remove or disable access to specific content instead of suspending the workspace, and will use the least disruptive measure that deals with the problem.
5. We will restore access as soon as the reason for a suspension has been resolved. Suspension does not end this agreement or the obligation to pay fees, and does not delete customer data.

When your subscription ends, you need your records out before anything is deleted, and UK law may require you to keep some of them for years. What the platform does today is set out below. Some clauses, such as confidentiality and liability, keep applying after the agreement is over.

• Export. Today you can export lists per module as CSV or Excel, up to 20,000 rows per export, documents as PDF, and reports as CSV, Excel or PDF, except Worklink reports, which export as CSV only. Nest files download one at a time. There is no single export of a whole workspace, and TeamEmail, Storefront, POS and Escalate have no export. When a subscription ends, every application locks at once and only the sign-in and billing screens respond, so export what you need before your subscription ends.
• Deletion. We do not delete a workspace automatically when the agreement ends. Your data stays in our systems until you ask us to delete it; we then delete it from our live systems within 30 days of your written request, and backup copies are overwritten within 7 days after that.

The clause.

1. Before this agreement ends, the customer should export the customer data it needs using the export functions in the service. We do not provide a retrieval period after the end date.
2. After this agreement ends, we keep customer data in the workspace, on the terms of this agreement and the Data Processing Agreement, until the customer asks us in writing at [email protected] to delete it, so that the customer can re-subscribe and regain access. We delete it from our live systems within 30 days of that request, and backup copies are overwritten within 7 days after that.
3. We may keep customer data to the extent the law requires us to, and we protect it under this agreement while we do.
4. The following survive the end of this agreement: the obligation to pay fees due, Your data (for as long as we hold customer data), Confidentiality, Limitation of liability, Indemnities, this clause, Governing law and disputes, and General.

How to raise a complaint with us, who handles it, and how long we take. Separately, if you believe content hosted on SorviAI infringes your intellectual property, there is a dedicated process for that, and complaints about how we handle personal information have their own route.

• General complaints about the service or about us: email [email protected]. We acknowledge within 2 working days and aim to resolve a complaint within 10 working days, telling you if it will take longer.
• Data protection complaints. Complain to us first, through the form on our contact page or by email to [email protected]. We acknowledge a complaint within 30 days and respond without undue delay. If you are not satisfied, you can complain to the Information Commission (the ICO), at ico.org.uk. The Privacy Policy has the details.
• Reports of illegal content. To [email protected], as set out in the Abuse Policy.
• Intellectual property complaints follow their own process and are handled through IPR Compliance rather than through general support.

The clause.

1. We handle complaints in the way and within the times this section describes, and we keep a record of each complaint and its outcome.

These terms will change over time. When they do, we tell you in advance. We give at least 30 days’ notice by email of any change that reduces your rights or adds to your obligations, and if you do not want to accept it you can leave before it takes effect.

The clause.

1. We may change this agreement, including the documents that form part of it, by publishing a new version and giving workspace account owners at least 30 days’ notice by email of any change that reduces the customer’s rights or increases its obligations.
2. Other changes, such as corrections, clarifications and changes the law requires, take effect when published or when the law requires. Changes to our sub-processors follow the Data Processing Agreement’s own procedure.
3. If the customer does not accept a change of the first kind, it may end this agreement by notice before the change takes effect, and we will refund the fees it paid for the period after that date. Continued use of the service after the change takes effect is acceptance of it.
4. A change does not affect terms agreed in a signed order form.

That archive is not optional politeness: if a dispute concerns conduct from eighteen months ago, the terms in force at that time are what governs it, and SorviAI must be able to produce them. Anyone who accepted a version must be able to read it for as long as it can matter to them.

Which country’s law applies to this agreement, and where a dispute would be heard if we could not resolve it between ourselves. The law of England and Wales and its courts apply to business customers across the United Kingdom, including in Scotland and Northern Ireland.

The clause.

1. This agreement, and any dispute or claim arising out of or in connection with it or its subject matter (including non-contractual disputes or claims), is governed by the law of England and Wales.
2. The courts of England and Wales have exclusive jurisdiction over any such dispute or claim.
3. Before starting proceedings, except to seek urgent injunctive relief, a party will notify the other of the dispute in writing, and the parties’ senior representatives will try in good faith to resolve it within 30 days.

The clauses that do not fit anywhere else and matter mostly when something has already gone wrong: who can transfer the agreement, what happens if one clause turns out to be unenforceable, what counts as formal notice, and the fact that this agreement replaces anything said before it.

The clause.

1. Assignment. The customer may not assign or transfer this agreement without our written consent, which we will not unreasonably withhold. We may assign it to a company in our group or to a successor to our business, on notice to the customer.
2. Force majeure. Neither party is liable for a delay or failure caused by an event beyond its reasonable control, such as natural disaster, war, terrorism, epidemic, government action, or a widespread failure of the internet or of power supplies. An ordinary failure of one of our own suppliers is not such an event, and this clause does not excuse payment of money due. If an event continues for more than 60 days, either party may end the affected subscription by notice.
3. Severability. If any provision is found invalid or unenforceable, the rest of the agreement continues in force, and the provision applies with the minimum change needed to make it valid.
4. Entire agreement. This agreement is the entire agreement between the parties about its subject matter and replaces all earlier discussions and representations. Each party confirms it has not relied on any statement that is not set out in it. Nothing in this clause limits liability for fraud.
5. Notices. Notices to us go by email to [email protected], or by post to our registered office. Notices to the customer go by email to its workspace account owners. An email notice is received on the next working day after it is sent.
6. No waiver. A failure or delay in exercising a right is not a waiver of it.
7. Third-party rights. No one other than the parties has any right to enforce this agreement under the Contracts (Rights of Third Parties) Act 1999.
8. Relationship. The parties are independent contractors. Nothing in this agreement creates a partnership, agency or employment relationship.
9. Publicity. We may name the customer as a customer of SorviAI only with its prior written consent.

Force majeure is defined in the clause because English law has no general doctrine of it, only the narrow doctrine of frustration.

The details UK law requires us to give about ourselves. The same details are on our standalone company information page, and the two always match.

For questions about these terms before you sign up, use the addresses above. For security and compliance questions, the Security and Compliance pages describe what we do and what we do not yet do.

The contract vocabulary on this page, in plain language. Several of these are words whose ordinary meaning is narrower than their legal one, which is exactly where readers get caught out.