Terms & Conditions

Vesora provides voice AI call handling, missed-call follow-up, call summaries, transcripts, workflow prompts, and related automation tools for private and mixed healthcare, dental, orthodontic, aesthetic, and similar practice groups.

The service is intended to support reception and operational workflows. It does not replace emergency services, a regulated healthcare professional, a clinician's professional judgement, or the practice's clinical governance processes.

Each practice remains responsible for how it configures and uses the service, including call scripts, triage wording, appointment workflows, escalation instructions, retention settings, and staff review of outputs.

Practices must ensure that callers are not given clinical advice by the AI agent, that urgent or emergency presentations are escalated appropriately, and that any patient-facing guidance is reviewed by a suitably qualified person.

The AI agent may collect caller details, appointment preferences, reason-for-call information, and other operational context. It may assist with booking, routing, reminders, follow-up, and administrative summaries.

The AI agent must not be configured as an emergency line, diagnostic tool, prescription service, or substitute for professional clinical judgement. Practices should publish and maintain appropriate emergency and out-of-hours instructions for callers.

The service may process patient, caller, staff, and practice data, including contact details, call recordings, transcripts, summaries, appointment-related information, and operational notes. Depending on use, this may include health-related personal data.

Practices should only configure the service to collect information that is necessary for the agreed workflow and should avoid entering unnecessary special category data into demos or support channels.

Calls handled by the service are recorded and transcribed. The agent informs callers at the start of each call, as part of its greeting, that the call is recorded. Practices must not configure greetings in a way that removes or obscures the recording disclosure. Calls are answered by automated call-handling technology operated on the practice's behalf; that processing is disclosed here and must be reflected in the practice's own privacy information.

Call recordings and transcripts are retained for up to 24 months by default, or for a different period agreed with the practice in its service agreement or Data Processing Agreement. The practice remains responsible for ensuring its own privacy notices reflect this processing and that its lawful basis is documented.

AI-generated summaries may be incomplete or inaccurate and should be reviewed before being relied on for patient communication, appointment decisions, complaint handling, or any clinical or regulatory purpose.

Vesora is used under appropriate data protection terms, including a Data Processing Agreement where Vesora acts as processor for a practice. Security controls, access permissions, audit needs, retention periods, and subprocessor use are agreed before live patient-call handling. Our current subprocessors are listed in the Privacy Policy.

Vesora does not claim full compliance certification, NHS accreditation, or professional regulatory approval unless expressly stated in a signed agreement or published compliance document.

Users must not use the service for unlawful, misleading, abusive, or unsafe purposes. The service must not be used to impersonate clinicians, conceal that automation is involved where disclosure is required, or make unsupported clinical, regulatory, or insurance claims.

During private pilot, features may change, be limited, or be withdrawn. Vesora may pause access to protect callers, practices, data security, service quality, or legal and regulatory compliance.

Commercial terms, service levels, warranties, liability caps, indemnities, retention periods, support commitments, and termination rights are set out in each practice's signed agreement. Where a signed agreement exists, it takes precedence over these website terms.

Questions about these terms can be sent to contactus@vesora.co.uk.