Terms and Conditions

1. About these Terms

These Terms and Conditions (“Terms”) are a legally binding agreement between you (“you”, “your”) and Terranav Ltd trading as Zivlo (“Zivlo”, “we”, “us”, “our”), governing your access to and use of the Zivlo website, web application, mobile applications, and any associated services (collectively, the “Service”). By creating an account, ticking the acceptance box at sign-up, or otherwise using the Service, you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy. If you do not agree to these Terms, you must not use the Service.

2. Who we are

3. What Zivlo is — and what it is not

Zivlo is a platform that lets trusted friends and family members screen incomingcalls to a vulnerable person and step in if a call sounds suspicious. It is a tool, not a scam-prevention guarantee. The Service routes the protected member's incoming calls through our infrastructure, alerts designated guardians in real time, and gives those guardians the ability to silently listen to live calls and end calls they decide are fraudulent or harmful.

Zivlo monitors incoming calls only. Outgoing calls are not affected by Zivlo — they continue to be made and billed through the protected member's normal phone provider, exactly as before, and Zivlo plays no part in routing, recording, or monitoring them.

The judgement and intervention is performed by the guardians, not by Zivlo. We do not listen to calls on your behalf, do not decide whether any particular call is a scam, and do not block, end, screen, or warn about calls on our own. Whether a scam is detected and stopped depends on whether a guardian is available, alert, and able to listen and act in time — and on factors outside our control (see sections 7 and 12). A “protected member” is the person whose calls are being monitored. A “guardian” is a person designated by the account manager to receive alerts and (where appropriate) intervene. The “account manager” is the person who creates and is responsible for the account.

Zivlo is nota scam-prevention service, a telecommunications provider, an emergency service, a legal or financial advisor, or a substitute for any of these. Zivlo does not replace the protected member's existing phone line or phone number. In an emergency, always dial 999 from any phone in the normal way (see section 13).

4. Your account

You must be at least 18 years old and resident in the United Kingdom to create an account. You are responsible for keeping your account credentials secure and for all activity that occurs under your account. You agree to provide accurate, current, and complete information when you sign up and to keep that information up to date. You must tell us promptly if you suspect any unauthorised access to your account.

Each protected member may have up to three (3) guardians assigned. Guardian accounts are provided free of charge and are linked to the account. Every person who signs in to Zivlo — whether as an account manager, protected member, or guardian — is bound by these Terms.

5. Acceptable use

You agree to use the Service only for its intended purpose of protecting individuals from unwanted or fraudulent phone calls. You must not:

• Use the Service to monitor the calls of any person without their full, informed, prior knowledge and consent.
• Use the Service for surveillance, stalking, harassment, or any other unlawful purpose.
• Attempt to reverse-engineer, decompile, copy, or extract the source code of the Service.
• Interfere with or disrupt the Service, its infrastructure, or other users' access to it.
• Share or transfer your account credentials, or allow anyone else to use your account on your behalf without our permission.
• Use the Service in any way that breaches any law or regulation applicable to you, including the Investigatory Powers Act 2016, the Regulation of Investigatory Powers Act 2000, the UK GDPR and Data Protection Act 2018, and any applicable Ofcom rules.

We may suspend or terminate your account if we reasonably believe you are breaching these acceptable-use Terms.

6. Consent to call monitoring and your responsibility

The Service is designed to be used openly, with the full knowledge and consent of the protected member. It must not be used covertly. By using the Service, you confirm that:

• You have obtained the express, informed permission of the protected member (or, where the protected member lacks capacity, of their legal representative) to have their incoming calls monitored by their guardians.
• The protected member understands which calls are monitored, who their guardians are, and what those guardians can do.
• It is your responsibility (as account manager) to ensure that the use of the Service complies with all applicable laws in your jurisdiction, including those relating to call recording, call monitoring, data protection, and the rights of vulnerable adults. We provide the tool; we do not provide legal advice on its use.
• Callers to a protected number will be informed at the start of each call that the call may be monitored, by means of an automated message that we play before the call is connected.

7. Things outside our control — including missed calls

Zivlo depends on a long chain of third-party systems that we neither own nor control. We use reasonable care and skill to operate our part of that chain, but we cannot and do not guarantee that any particular call will be routed, monitored, alerted on, joined by a guardian, or connected through to the protected member. We are not responsible for any missed call, late call, dropped call, or failed alert, and we are not responsible for any loss, harm, distress, or cost arising from a missed, late, dropped, or unalerted call. Causes that are outside our control include, without limitation:

• Mobile networks, landline providers, Wi-Fi networks, and internet service providers, and any congestion, outage, or policy change affecting them.
• Whether the protected member's phone provider permits call forwarding or diversion (many pay-as-you-go and some landline tariffs do not), and whether call forwarding is correctly configured on the protected member's line.
• Whether a guardian's mobile device is switched on, charged, online, signed in, has the Zivlo app installed and up to date, has not been force-stopped, and has the permissions and settings that the app requires (including notification permissions, background activity, and battery-optimisation exceptions imposed by the device manufacturer).
• Push-notification delivery by Apple (APNs) and Google (FCM), including operating-system “Doze”, app-standby, and other power-management features that can delay or suppress notifications.
• Third-party services we rely on, including but not limited to Stripe (payments), Apple (App Store and in-app purchases), Google (Play Store and in-app purchases), SendGrid (email), and our hosting and telephony providers.
• Power cuts, hardware failures, cyber-attacks, denial-of- service events, software bugs or defects (including in third-party software, operating systems, libraries, or device firmware we rely on), and any other event reasonably outside our control.
• Changes by the protected member or anyone else to phone settings, SIM, handset, network, or carrier that interrupt call forwarding.

You acknowledge that the Service is provided on a best-efforts basis and is not a guaranteed alarm, emergency, or fail-safe system.

8. Costs and charges you may incur from third parties

The subscription you pay to Zivlo is separate from any charges that other organisations may apply for connecting to, using, or accessing the Service. We are not responsible for, and will not reimburse, any third-party costs that you, the protected member, or any caller may incur in connection with the Service, including, without limitation:

• Charges from the protected member's mobile or landline provider for activating, maintaining, or using a call-forwarding or call-diversion service.
• Call charges incurred by the protected member when their incoming calls are forwarded to the Zivlo 0330 number, including any out-of-bundle, per-minute, or pay-as-you-go rates set by their provider. 0330 numbers are regulated by Ofcom to be charged at “local rate” or cheaper and are typically included in standard UK mobile and landline bundles, but you should check with the protected member's provider before using the Service.
• Charges from callers' own phone providers when they call a Zivlo-protected number.
• Mobile data charges incurred by the Zivlo app on a guardian's or protected member's device, including charges while roaming.
• Battery wear, device damage, or any other physical effect on hardware caused by running the Zivlo app or its background services.
• App Store or Google Play fees, in-app-purchase processing fees, foreign-exchange or interchange fees applied by your bank or card issuer, or any other payment-processing charges.
• Any consequential cost arising from a missed, late, dropped, or unalerted call — including, without limitation, money sent to a scammer, money lost to a fraudulent transaction, or charges arising from any contract entered into during such a call.

9. Subscription and payment

Use of the Service requires a paid subscription. The subscription fee and any per-call charges are displayed at the time of purchase and on our pricing page. All fees are in British Pounds (GBP) and are inclusive of UK VAT where applicable. Payments are processed by Stripe (web) or by Apple / Google (in-app purchase on mobile). By providing payment information, you authorise us — or, where applicable, the relevant store — to charge your payment method on a recurring basis until you cancel your subscription. If a payment fails, we may suspend the Service until payment is made.

10. Cancellation, refunds, and your right to cancel

14-day right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a UK consumer you have the right to cancel your subscription within 14 days of signing up, without giving a reason. To exercise this right, email [email protected] within the 14-day period. If you ask us to begin providing the Service during the 14-day period, you may be charged a pro-rata amount for the part of the Service you used before cancelling, and you will lose the right to cancel once the Service has been fully performed.

Cancelling after the 14-day period. You may cancel your subscription at any time through your account settings or, for in-app-purchase subscriptions, through your Apple ID or Google account. After the 14-day cooling-off period, your subscription will remain active until the end of the current billing period, and we do not provide pro-rata refunds for partial periods.

Charges in error. If you believe you have been charged in error, contact [email protected] within 30 days of the charge.

Nothing in this section affects your statutory rights, including those under the Consumer Rights Act 2015.

11. Service availability

We aim to keep the Service available and operating, but we do not offer or commit to any guaranteed service level. The Service may be temporarily unavailable due to scheduled maintenance, unscheduled outages, third-party failures, changes to underlying networks, or other circumstances. We will make reasonable efforts to give advance notice of planned maintenance where we can.

12. No warranty — software defects, bugs, and scam prevention

Other than as expressly set out in these Terms and to the extent permitted by law, the Service is provided on an “as is” and “as available” basis. Software is complex, and the Service may contain bugs, defects, errors, security vulnerabilities, incompatibilities, or other issues. We do not warrant that the Service will be free from bugs, defects, errors, viruses, or other harmful components, that it will operate without interruption, or that defects will be corrected. Zivlo does not stop scams — it is a platform that enables guardians to screen calls. We do not decide which calls are scams and we do not listen to calls on your behalf. We do not warrant that the Service will detect, identify, alert on, or prevent every fraudulent or unwanted call, that guardians will respond in time, or that any particular outcome will be achieved. The Service must not be relied upon as the sole means of protecting against phone scams or financial harm. You should continue to use your own judgement and other protections, including reporting suspected scams to Action Fraud (actionfraud.police.uk) and your bank.

We use reasonable care and skill in developing and operating the Service, but we do not guarantee that any specific bug, defect, or issue will be identified or fixed within any particular timeframe, or at all. Your statutory rights as a UK consumer (including under the Consumer Rights Act 2015) are not affected.

13. Not a substitute for emergency services or professional advice

The Service is not an emergency or alarm service. Zivlo does not handle outgoing calls of any kind — calls dialled from the protected member's phone (including 999, 111, and any other number) are made through the protected member's normal phone provider and do not pass through Zivlo. In an emergency, dial 999 from any phone in the normal way. The Service is also not a substitute for legal, medical, financial, or other professional advice.

14. Our liability to you

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under English law, including under the Consumer Rights Act 2015. Your statutory rights as a UK consumer are not affected by these Terms.

Subject to the paragraph above, and to the maximum extent permitted by law:

• We are not liable for any loss that was not foreseeable to both of us when you accepted these Terms, nor for any indirect, consequential, special, or punitive loss, nor for any loss of profit, business, opportunity, anticipated savings, goodwill, or data.
• We are not liable for any loss, harm, distress, or cost arising from a missed, late, dropped, or unalerted call, or from any failure of the Service to detect, identify, alert on, or prevent a fraudulent or unwanted call.
• We are not liable for any loss, harm, distress, or cost arising from any bug, defect, error, malfunction, security vulnerability, incompatibility, regression, downtime, data loss, data corruption, or other software or system issue in the Service, in our applications, or in the underlying infrastructure we use to provide it.
• We are not liable for any loss, harm, distress, or cost caused by any third party, including without limitation mobile networks, landline providers, internet providers, Apple, Google, payment processors, scammers, or other callers.
• We are not liable for any third-party charge incurred by you, the protected member, or any caller in connection with the Service (see section 8).
• We are not liable for any loss or harm caused by misuse of the Service, by failure to keep account credentials secure, by failure to keep the Zivlo apps installed and up to date, or by failure to grant the permissions and settings the apps require.
• Our total aggregate liability to you for all claims arising from or relating to the Service shall not exceed the greater of (i) one hundred pounds sterling (£100) and (ii) the total amount you have paid to us for the Service in the twelve (12) months immediately preceding the event giving rise to the claim.

15. Indemnity

You agree to indemnify and hold harmless Terranav Ltd and its directors, employees, and agents from and against any claims, liabilities, damages, losses, fines, penalties, and reasonable legal fees arising out of: (a) your use of the Service in breach of these Terms; (b) your use of the Service to monitor any person without their full, informed, prior consent; or (c) your breach of any law, regulation, or third-party right in connection with your use of the Service.

16. Suspension and termination

We may suspend or terminate your access to the Service, with or without notice, if (a) you breach these Terms, (b) we are required to do so by law or by a regulator, (c) your payment fails and is not remedied, or (d) we reasonably believe continued provision of the Service to you would expose us, a protected member, a guardian, or a third party to harm or liability. We will tell you why we have suspended or terminated your account unless doing so would itself be unlawful.

17. Changes to the Service and to these Terms

We may modify, suspend, or discontinue any part of the Service at any time. We may also revise these Terms from time to time. Where we make a material change to these Terms, we will give you at least 30 days' notice by email or by a prominent notice on the Service before the change takes effect. If you do not agree with the change, you may cancel your subscription before the change takes effect. Your continued use of the Service after the revised Terms take effect constitutes your acceptance of them.

18. Other terms

Severability. If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or removed to the minimum extent necessary; the remainder of these Terms will continue in full force and effect.

Entire agreement. These Terms, together with our Privacy Policy, are the entire agreement between you and us about the Service and supersede any prior agreement or statement about the Service.

No assignment. You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to a successor business.

No waiver. A failure or delay by us in enforcing any of these Terms is not a waiver of our right to do so later.

No third-party rights. A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of them.

19. Governing law and jurisdiction

These Terms, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation, are governed by the laws of England and Wales. You and we both agree that the courts of England and Wales have exclusive jurisdiction to settle any such dispute or claim. If you are resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts where the law gives you that right.

20. Contact us

If you have any questions about these Terms, please contact us: