Legal

Terms of Service

Last updated: 10 November 2026

Aira is for businesses. These terms are a contract between your business and us. By agreeing to them, you confirm you're allowed to agree on your business's behalf.

1. About these terms

Aira is provided by SH Tech Limited, a company registered in England and Wales (company number 17137266), with its registered office at 55 New Hall Street, Burnley, BB10 1DR, United Kingdom ("we", "us", "our"). "You" means the business that uses Aira.

These terms, our Data Processing Agreement and our Privacy Policy together make up the agreement between us. If they conflict on how we process your customers' personal data, the Data Processing Agreement wins.

Aira is not for use as a consumer, so consumer protection rights that apply only to consumers don't apply to these terms.

2. What Aira does

Aira replies to the messages your business receives on Instagram, Facebook Messenger and WhatsApp, using the information and instructions you give it. It can offer appointment times and booking links from your Calendly account, pass conversations to you when a person is needed, and show your conversations, alerts and bookings in one place.

Aira works through services run by other companies, including Meta and Calendly. Those companies decide how their services work, and they can change, limit or withdraw what Aira can do with them, or restrict your accounts on them. We'll try to keep Aira working when that happens, but we can't promise to, and we're not responsible for what they do.

We keep improving Aira, so features may change. We won't remove a main feature of your paid plan during a billing period you've paid for without telling you first.

3. Your account

Give us accurate details, and keep them up to date.
Keep your password safe. You're responsible for what happens in your account, including what the people you share it with do.
Tell us straight away at support@aira-ai.uk if you think someone has used your account without permission.
Our authorised staff may access your account to give you support you've asked for, to fix a problem, or to check compliance with these terms.

4. Free trial

New accounts get a free 14-day trial, with no card needed. When the trial ends, Aira stops replying to your customers and most of the app is locked until you choose a paid plan. Messages that arrive in the meantime are still saved, so you can see them once you've chosen one. We may change or end the free trial offer for new accounts at any time.

5. Plans and payment

What you pay. Each plan has a monthly fee, which includes a number of customer messages. Messages above that number are charged at your plan's rate per message. The fees and rates are shown on the Billing page when you choose a plan.
VAT. We're not registered for VAT, so no VAT is added to our fees. If we register, we'll add VAT at the applicable rate and tell you at least 30 days before.
When you pay. The monthly fee is charged in advance at the start of each billing period. Charges for extra messages are added up over the period and charged after it.
How you pay. Payments are taken by our payment processor, Stripe, using the card you give it. Your subscription renews each month until you cancel.
Price changes. We'll give you at least 30 days' notice by email before a price change applies to you. If you don't want to continue at the new price, you can cancel before it applies.
If a payment fails. We may restrict or suspend your account until it's paid.

6. Changing plan and cancelling

You can change plan or cancel from the Billing page. When you cancel, your plan stays active until the end of the billing period you've paid for, and then ends. Charges for messages used up to then are still due. We don't refund part of a billing period, unless the law requires us to.

If you delete your account, your subscription ends straight away and we charge for messages used up to that point.

7. Your responsibilities

You are responsible for how your business uses Aira. In particular, you must:

only connect accounts that belong to your business, or that you're authorised to connect;
follow the terms and policies of the services you connect, including Meta's Platform Terms, Meta's commerce and messaging policies, and the WhatsApp Business policies;
follow the laws that apply to your business and your messages, including data protection, consumer protection and advertising rules (for clinics, that includes the rules on advertising prescription-only medicines);
make sure the prices, policies, FAQs and instructions you give Aira are accurate and lawful, and keep them up to date;
tell your customers you use automated replies where the law or a platform's rules require it; and
have a lawful basis for the personal data of your customers that you process through Aira, and give them any privacy information the law requires.

8. AI replies

Aira's replies are written automatically by artificial intelligence. They're based on what you've told Aira, but they can still be wrong, incomplete or out of date. You should check your settings and test replies before you go live, and keep an eye on your conversations.

Aira doesn't give medical, legal, financial or other professional advice, and it isn't a substitute for the judgement of you or your practitioners. Aira tries to pass conversations that need a person to you, including those that match your alert words, but it won't always spot every one, and alerts can be delayed or fail to arrive. You remain responsible for the messages sent from your accounts and for the decisions your business makes.

9. What you mustn't do

You mustn't use Aira, or let anyone else use it:

to send spam or unsolicited marketing, or to message people who haven't contacted you first;
for anything unlawful, harmful, misleading, discriminatory or harassing;
to sell or promote products or services that Meta's or WhatsApp's policies prohibit;
to try to get around the limits of Aira or of the services it connects to;
to copy, reverse engineer or resell Aira, or to build a competing product from it; or
in a way that could damage, overload or disrupt Aira or the services it connects to.

10. Data

Our Privacy Policy explains how we use personal data about you and the people in your business. For your customers' personal data, your business is the controller and we're your processor: our Data Processing Agreement sets out how we handle it, and forms part of these terms.

11. Who owns what

We own Aira, including its software, design and brand. You may use it under these terms while your account is open, and you get no other rights in it.

You own your content: your business information and instructions, and your conversations. You give us permission to use it only as needed to provide, secure and support Aira for you. If you send us feedback or ideas, we may use them without owing you anything.

12. Confidentiality

Each of us will keep the other's confidential information private, and use it only for this agreement. This doesn't apply to information that is public, that the other party already had, or that the law requires us to share.

13. Suspension and ending this agreement

You can end this agreement at any time by cancelling your plan and deleting your account.
We can end it by giving you 30 days' notice by email.
We can suspend or close your account straight away if you seriously or repeatedly break these terms, don't pay, or use Aira in a way that puts us, other customers or the services Aira connects to at risk, or if a service Aira relies on requires us to.

When the agreement ends, your access stops and we delete your data as set out in our Privacy Policy and Data Processing Agreement. Sections 7, 8 and 11 to 16 continue to apply after it ends.

14. Our liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow to be limited.

Apart from that:

Aira is provided "as is". We don't promise it will be uninterrupted, error-free or suitable for every purpose, or that AI replies will always be accurate.
We're not liable for any loss of profit, revenue, business, goodwill or data, or for any indirect or consequential loss.
We're not liable for what the services Aira connects to do, such as an outage or a restriction on your account, or for loss caused by the information and instructions you give Aira.
Our total liability to you in any 12 months is limited to the amount you paid us in those 12 months, or £100 if that's more.

15. If someone makes a claim because of how you use Aira

If someone makes a claim against us because you broke these terms, the law or a connected service's policies, or because of your content, you'll cover our reasonable losses and costs from that claim. We'll tell you about the claim promptly and let you have a say in how it's handled.

16. General

Changes to these terms. We may update these terms. If a change matters, we'll tell you by email or in Aira before it applies, and ask you to agree to the new version. If you don't agree, you can stop using Aira and delete your account.
Events outside our control. We're not responsible for delays or failures caused by things we can't reasonably control.
Transfer. We may transfer this agreement to another company, for example if our business is sold, and we'll tell you if we do. You need our written permission to transfer it.
The whole agreement. This agreement replaces anything else we've said or agreed about Aira. Nobody else has rights under it.
If part doesn't apply. If a court decides part of these terms can't be enforced, the rest still applies. If we don't enforce a term straight away, we can still enforce it later.
Law. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

17. Contact

Questions about these terms: support@aira-ai.uk. We'll send notices to the email address on your account.