Terms of service

These Terms of Service (the "Terms") govern your access to and use of the CareVoice service, including the website at carevoice.app, the authenticated application, the voice agent, and any related products (together, the "Service").

The Service is provided by Care Voice Group Ltd, trading as CareVoice ("CareVoice", "we", "our", or "us"), a company registered in England and Wales, Company No. 17356608, with its registered office at 66 Paul Street, London EC2A 4NA.

By creating an account, accessing, or using the Service, you agree to be bound by these Terms. If you do not agree, you must not use the Service.

• "Customer" means the organisation or individual that has registered for the Service.
• "User" means any individual authorised by the Customer to use the Service under the Customer's account.
• "Customer Data" means any data, content, or information that the Customer or its Users submit to or generate through the Service, including voice recordings, transcripts, assessments, care plans, and resident or service-user records.
• "Personal Data" has the meaning given in the UK GDPR.
• "Sub-processor" means any third-party processor engaged by CareVoice to process Customer Data on our behalf, as listed in our Privacy Policy.

CareVoice is a voice-first care intelligence platform for UK social care. The Service allows Users to capture care interactions by voice, generate structured care documentation using AI processing, support evidence gathering for CQC inspection themes, and maintain audit trails and intelligence about the people they support.

The Service is provided on a subscription basis. Specific features available depend on the plan you subscribe to. We may add, remove, or modify features over time. We will not materially reduce the functionality of your subscribed plan during your active billing period without notice.

To use the Service, you must create an account. You agree to provide accurate, current, and complete information and to keep it up to date. You are responsible for safeguarding your password and for any activity under your account.

You agree that you will not, and will not permit any User to:

• Use the Service for any purpose other than the documentation and care intelligence purposes for which it is designed
• Submit Customer Data that you do not have the legal right to submit
• Use the Service to violate any applicable law, including the Health and Care Act, the Care Act 2014, the Mental Capacity Act 2005, the UK GDPR, or any safeguarding regulations
• Reverse engineer, decompile, or attempt to extract the source code of the Service
• Resell, sublicense, or commercially exploit the Service without our written agreement
• Use the Service to send spam, malware, or any abusive content
• Attempt to gain unauthorised access to any part of the Service or the systems of other Customers

As between you and CareVoice, the Customer owns all right, title, and interest in Customer Data. CareVoice does not claim ownership of any Customer Data.

You grant CareVoice a limited licence to host, process, transmit, and display Customer Data solely as needed to provide the Service to you, including processing via our sub-processors.

For Personal Data within Customer Data, CareVoice acts as a data processor and the Customer acts as the data controller under the UK GDPR. Our processing of Personal Data is governed by our Privacy Policy, which forms part of these Terms.

A complete list of sub-processors, their processing locations, and retention terms is maintained in our Privacy Policy and updated when sub-processors change.

Key commitments:

• Customer Data at rest in CareVoice's own database, file storage, and backups is held in the United Kingdom (London, AWS eu-west-2). One category sits outside it: recordings of phone-agent calls are held by our telephony provider, Vapi, on their infrastructure in the United States. Sub-processors and their locations are listed in the Privacy Policy
• We do not use Customer Data to train AI models
• We do not sell Customer Data or share it with advertisers
• Voice audio is stored, and is deleted on the published schedule set out below
• Every edit, view, and change to an assessment is timestamped and logged

Voice audio. We store the audio of voice capture, not only the transcript, and we time-limit it. A temporary backup of assessment audio is deleted once the transcript saves, and in any case within 24 hours. Visit recordings are kept for no more than 90 days, and family recordings for no more than 180 days, from the recording; a job runs every day and deletes raw audio that has passed its window. We will not delete audio while an incident involving that person is open, while its transcription has failed, or while it is under a legal hold. A Customer may choose to keep its own audio for longer than these periods; no one can set a shorter period than the ones we publish. Calls to and from the phone agent are recorded by our telephony provider, and callers are told so. The transcript, and the information confirmed into a person's record, are part of the care record and are kept for as long as that record is kept — deleting the audio removes nothing the service knows about the person. Full detail is in the Privacy Policy.

Audit trail. Every edit, view, and change to an assessment is timestamped and logged. We do not claim cryptographic tamper-evidence: this is a logged history, not a sealed one, and we would rather say so than describe a protection we have not built.

The Service uses third-party large language models (currently OpenAI and Anthropic) and speech-to-text providers (currently Deepgram) to convert voice into structured documentation. The voice agent feature uses Vapi for telephony.

AI-generated content is a draft. The Customer remains responsible for the accuracy, completeness, and clinical appropriateness of all generated documentation before it is acted upon, signed, or used in care delivery. CareVoice provides tools to assist documentation; CareVoice does not provide clinical advice.

AI sub-processors operate under enterprise API terms that prohibit training on Customer Data. Voice transcripts are transmitted via encrypted, stateless API calls and are not retained by AI providers beyond their respective abuse-monitoring windows (typically 30 days), after which they are permanently deleted.

Subscriptions are billed in advance on a recurring basis (monthly, or annually where agreed with us). Fees are payable in pounds sterling (GBP). CareVoice is not currently registered for VAT, so no VAT is added — the price shown is the total amount payable.

Payments are processed by Stripe. By providing payment information you authorise us to charge the applicable fees through Stripe at the start of each billing period.

Failure to pay may result in suspension or termination of the Service. Fees already paid are non-refundable except where required by law.

We may change our pricing. Price changes take effect at the start of your next billing period and we will give you at least 30 days' notice by email.

The Service, including all software, design, content, trademarks, and documentation (excluding Customer Data) is owned by CareVoice or its licensors and is protected by intellectual property law.

We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for your internal business purposes, subject to these Terms.

You may provide feedback, comments, or suggestions about the Service. We may use your feedback for any purpose without obligation to you.

These Terms remain in effect for as long as you use the Service. You may cancel at any time by telling us — email info@carevoice.app and we will cancel it for you. There is no self-serve cancel button: our billing is set up with each service personally, and cancellation runs the same way. Cancellation takes effect at the end of the current billing period.

We may suspend or terminate your access to the Service if you breach these Terms, fail to pay applicable fees, or use the Service in a way that creates legal, regulatory, or security risk for CareVoice or other Customers.

On termination:

• You can export your Customer Data at any time, in any account state — active, paused, or closed. Leaving CareVoice never costs you your records
• After cancellation your Customer Data stays available for a 30-day grace period, in case you change your mind
• We do not delete your Customer Data automatically after that period. To have it deleted, email info@carevoice.app and we will delete it within 30 days of your request. This is also how you exercise your right to erasure. We would rather tell you deletion is a request we act on than claim an automatic process we have not built
• Any provisions of these Terms that by their nature should survive termination (including ownership, fees due, liability, governing law) will survive

We provide the Service with reasonable care and skill. We will use commercially reasonable efforts to keep the Service available and secure. To the maximum extent permitted by law, we disclaim all other warranties, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

The Service is not a substitute for professional clinical or legal advice. AI-generated content must be reviewed by qualified care professionals before use in care delivery or regulatory submissions. CareVoice does not warrant that AI-generated content is accurate, complete, or clinically appropriate; the Customer retains responsibility for all care decisions.

To the maximum extent permitted by law, CareVoice and its officers, employees, and suppliers shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, loss of goodwill, or business interruption, arising out of or related to your use of the Service.

Our total aggregate liability arising out of or related to these Terms or the Service shall not exceed the greater of (a) the fees you paid to CareVoice in the 12 months preceding the event giving rise to the claim, or (b) one hundred pounds (£100).

Nothing in these Terms limits or excludes liability that cannot be limited or excluded under English law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

You agree to indemnify and hold CareVoice harmless from any claim, demand, loss, or damage (including reasonable legal fees) arising out of (a) Customer Data you submit to the Service, (b) your breach of these Terms, (c) your violation of any law, or (d) your violation of any third-party rights.

These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We may modify these Terms from time to time. When we make material changes, we will notify you by email and update the "Last updated" date at the top of this page. Changes take effect 30 days after notice. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

Questions about these Terms can be sent to:

• General, privacy and data subject requests: info@carevoice.app — one inbox, read by the founder. Mark data subject requests clearly in the subject line and we will treat them as such.