Terms of Service

Version 2026-10-05 · In effect from 4 October 2026

These terms govern your use of Sivo. Sivo is provided by Ankit Agarwal trading as Mirqon Technologies. Where these terms say “we” or “us” they mean that business; “you” means the organisation that holds the account.

You may see both names: invoices and card statements show Mirqon Technologies, and the service and website are Sivo. They are the same business.

1. What the service does

Sivo handles enquiries to your business with an automated agent, captures what the person wanted, and sends you a summary. Depending on your configuration it may answer telephone calls, power web chat and conversational widgets on your website, and operate on other messaging channels. It may also book, reschedule and cancel appointments, send emails or texts on your behalf, and pass urgent matters to you.

It is not a clinical service and not an emergency service. It does not give medical advice, triage patients, or make clinical decisions, and it must not be presented to your patients as doing so. If a caller may be having an emergency, they must contact the emergency services. You are responsible for telling the people who contact you how to reach you urgently by other means.

The agent is automated and will sometimes mishear, misunderstand, or fail to capture something. You remain responsible for your customers and your diary.

2. Your account

• You are responsible for everything done under your account, including by your staff.
• Keep your login details secure and tell us promptly if you think they are compromised.
• Keep your billing contact address current. We use it for invoices, payment problems, and to recover your account if you lose access.
• The information you give the agent — your services, prices, opening hours, and all other answers it is configured to give — is yours to keep accurate. The agent repeats what you tell it.

3. Plans and what counts as a call

Each plan includes a number of calls and texts per monthly period. The plans page shows the current allowances and prices.

A call counts if the caller speaks at all, or if they stay on the line for ten seconds or more without speaking. A wrong number that hangs up within ten seconds without speaking is never charged.

4. Going over your allowance

Calls beyond your allowance are charged at the per-call rate shown for your plan, and texts beyond your allowance at the per-text rate shown for your plan. Both rates are on your billing page, and both appear as their own line on any invoice.

These charges are not held until the end of the month. Once the amount you have accrued in a period reaches a threshold we set — currently £50, which we may change, including to a lower figure — we will tell you and then charge it to your card. This repeats as further charges accrue. We will notify you before charging, and we will tell you when you have used an allowance — whichever runs out first — so that you can move up a plan before anything extra is charged.

There is no ceiling on these charges: every call beyond your allowance is charged for. Where a different plan would have cost you less for the usage we can see, we will tell you. That is a suggestion and not a limit — moving plan remains your decision, from your portal.

Moving up a plan takes effect immediately, and we charge the difference for the rest of the period that day. The larger allowance applies to the whole of that period, including calls you have already made. Moving down a plan takes effect at the end of your current billing period — you keep the plan you have paid for, and its full allowance, until then, and we charge nothing for the change. You can cancel a pending move at any time before it happens, from your portal.

5. Paying

• Plans are monthly, in advance, by card, and renew automatically until cancelled.
• Prices exclude VAT. If VAT becomes chargeable we will add it and tell you first.
• Changing plan is charged or credited immediately for the remainder of the period. Moving up takes payment on the day; moving down adds credit to your account, which comes off future invoices. Credit is not a refund and is not paid back to you.
• You authorise us to charge your card for your plan, for any additional usage described above, and for amounts you have agreed to.

6. If a payment fails

Your card is retried over roughly two weeks. Your agent keeps answering throughout, and we will tell you before anything stops. If payment has still not been made when those attempts end, we may suspend the service until it is. The amount owed remains payable.

7. Cancelling

You may cancel at any time from your portal. Your plan then runs to the end of the period you have already paid for, and your agent keeps answering until then.

We do not refund part of a period, and we do not refund unused calls, unused texts, or account credit.

After cancellation your agent stops answering. Nothing is deleted: your call history, settings and team access remain, and starting a plan again brings the agent straight back.

8. Suspending or ending your account

We may suspend or end your account if you do not pay, if you break these terms, or if your use of the service is unlawful or puts others at risk. Where the problem can be put right we will say so first and give you a reasonable opportunity to do it.

9. Your data

Your call records, settings and the information you give the agent are yours. We do not sell them, and we do not use the contents of your calls to train AI models.

We use aggregate, non-identifying information about how the service is used to operate and improve it.

For personal data about the people who contact you, you are the data controller and we are your processor. Section 10 sets out the terms on which we process it. Our privacy policy explains what we collect and why.

10. Data protection

This section applies where we process personal data on your behalf, and forms our data processing terms under the UK GDPR.

• Subject matter and purpose. Answering your telephone calls and the activities you configure, for as long as your account is open.
• Types of data. Names and contact details, what the person said and what the agent said, appointment details, and anything else they volunteer. People may mention sensitive information unprompted; the service is not designed to collect it and you should not configure it to ask for it.
• Our instructions. We process this data only to provide the service and as you direct, except where the law requires otherwise.
• Confidentiality. Anyone with access is bound to keep it confidential.
• Security. We take appropriate technical and organisational measures, including encryption in transit, access limited to those who need it, and separation of each client’s data.
• Sub-processors. We use providers in the categories below and remain responsible for what they do with your data. You can ask us at any time for the current list of named providers — that list is the baseline, and it is how you can tell what has changed. We will notify your billing contact before we add one, so that you can object; if we cannot resolve an objection, you may cancel.
• Helping you. We will assist you, so far as is reasonable, with requests from individuals about their data and with your obligations on security, breach notification and impact assessments.
• Breaches. We will tell you without undue delay after becoming aware of a personal data breach affecting your data.
• Deletion. On request, or after your account ends, we will delete or return your data, except where we must keep it by law.
• Audit. We will give you the information you reasonably need to show that we meet these obligations.

Some of these providers are outside the United Kingdom. Where personal data is transferred outside the UK we rely on the UK International Data Transfer Addendum or another lawful safeguard. The database holding your call records runs in the United Kingdom.

11. Availability

We aim to keep the service running at all times, but we do not guarantee it will be uninterrupted or error-free, and we do not offer a service level agreement. The service depends on third parties — telephone networks, AI providers, hosting — and on your own telephone configuration.

We may change the service, and may carry out maintenance. Where a change materially reduces what you receive, we will tell you.

12. Our responsibility to you

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Subject to that, our total liability to you for all claims in any twelve-month period is limited to the fees you paid us in the twelve months before the claim arose.

We are not liable for loss of profit, loss of business, loss of goodwill, loss of anticipated savings, or for indirect or consequential loss. We are not liable for missed or mishandled calls, missed appointments, or the consequences of anything a caller said or did not say. The service supplements how you answer your telephone; it does not replace your own arrangements for reaching patients or for being reached urgently.

13. Changes to these terms

We may change these terms. For a change that materially affects you, we will give at least 30 days’ notice by email to your billing contact and by posting the new version here. Continuing to use the service after that means you accept the change; if you do not, you may cancel.

14. General

• These terms are the whole agreement between us about the service.
• You may not transfer your rights under them without our consent. We may transfer ours to a business that takes over ours, on notice to you.
• If any part is found unenforceable, the rest continues to apply.
• Nobody other than you and us has rights under these terms.
• These terms and any dispute about them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Contact

Ankit Agarwal trading as Mirqon Technologies · hello@getsivo.com

We do not publish a postal address. If you need one for your records, ask us and we will provide it.