These terms govern the supply of the Aiva service by Lessmedia Limited (registered in England and Wales, company no. 15128741), trading as Aiva ("Aiva", "we", "us"), to a business customer ("you"). By using Aiva you agree to them. If you are agreeing on behalf of a business, you confirm you are authorised to do so.
Aiva is supplied only to businesses, for use in their trade or profession. It is a business-to-business service. We do not supply Aiva to consumers, and consumer contract rights do not apply. Nothing in these terms is intended to create a consumer relationship.
Aiva answers calls you cannot take on a number you forward to it. It plays a short spoken message telling the caller you will continue by text, then handles the conversation by SMS: working out what the job is, when it is needed, and booking it.
By default Aiva books confirmed jobs directly. You can instead switch on approvals, in which case Aiva sends you the details and books nothing until you reply to accept. You choose which mode applies and can change it at any time.
The service depends on third-party telecoms and software providers, listed in our Privacy Policy. Calls are not recorded.
Setup normally takes about 10 minutes and is completed with you on a call. Going live requires you to forward your existing number to the number we provide. You remain responsible for your own telephone line, its costs, and any forwarding charges your provider makes.
Plans described as including unlimited calls are intended for normal use by a single trade business of the size the plan describes. They are not intended to cover automated dialling, marketing campaigns, call volumes that are abnormal for your trade and plan, or sharing one account across separate businesses.
If your usage is materially and persistently out of line with normal use, we will contact you to discuss it and agree a suitable plan. We will not apply a charge or restriction without telling you first and giving you a reasonable opportunity to bring usage back in line.
Aiva is supplied on a monthly subscription. The plan and price are agreed with you before your account goes live and are set out on our pricing page.
Fees are payable monthly in advance by card, and the subscription renews automatically each month until cancelled. Payment is handled by our payment provider; we do not store your card details. There is no setup fee.
Lessmedia Limited is not currently registered for VAT, so no VAT is charged. If we become VAT registered we will tell you in advance, and VAT will then be added to fees at the applicable rate.
If a payment fails we will tell you and try again. If it remains unpaid we may suspend the service under section 12.
We offer a 30-day money-back guarantee running from the date your account goes live. If, within those first 30 days, Aiva has not generated more value than it cost, or you are simply not happy with it, you may request a full refund of the fees paid for that period and we will return them.
The guarantee applies once per business. It covers Aiva subscription fees only, and does not extend to third-party charges you incur outside the service, such as your own telephone line or forwarding costs. You keep any bookings Aiva made for you. To claim, email hello@textaiva.com within the 30-day window.
There is no fixed-term contract and no cancellation fee. You may cancel at any time and cancellation takes effect at the end of your current billing period. You keep access until then.
On cancellation, the number we provided is deactivated and active conversations end. Tell us in advance if you need to port a number away, and we will help where the number is portable.
Where Aiva handles conversations with members of the public on your behalf, you are the data controller and we act as your data processor. We process that data only on your documented instructions, as set out in these terms and our Privacy Policy, which forms part of this agreement.
You can ask us at any time to export or delete the conversation data held for your business, and we will do so within a reasonable period unless we are required to keep it by law.
We aim to keep the service available at all times but do not guarantee uninterrupted operation. The service depends on third-party telecoms networks we do not control, and may occasionally be unavailable for maintenance.
All intellectual property in the Aiva software, branding and documentation remains ours. You get a non-exclusive, non-transferable right to use the service for your business while your subscription is active. Your business data and your customers' data remain yours.
We may suspend or end the service if these terms are breached, if fees remain unpaid, if usage puts the service or other customers at risk, or if continued operation would be unlawful. Except where the issue is urgent or unlawful, we will give reasonable notice and an opportunity to put things right.
Aiva supports your business but does not guarantee any particular volume of calls, leads, bookings or revenue.
To the fullest extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, loss of business or goodwill, or loss arising from third-party telecoms or network failures. Our total liability to you in connection with the service is limited to the fees you paid us in the 12 months before the claim.
Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, or for fraud.
We may change the service to improve it, and may update these terms from time to time. Where a change materially affects you, we will give at least 30 days' notice by email. If you do not accept a material change, you may cancel before it takes effect and we will refund any fees paid for a period you have not used.
These terms, together with the Privacy Policy and the plan you agreed, form the whole agreement between us. If any part is found unenforceable, the rest continues to apply. A delay in enforcing a term is not a waiver of it. Neither party may transfer this agreement without the other's consent, except that we may transfer it to a company that acquires our business.
These terms and any dispute arising from them are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
Questions about these terms? Email hello@textaiva.com or write to Lessmedia Limited, 10 Bellegrove Road, Welling, DA16 3PR.
