Terms & Conditions

Lucy Ernest IVR (“we”, “us”, “our”) provides professional voiceover recording services for Interactive Voice Response (IVR) systems, auto attendant greetings, on-hold messages, voicemail prompts, and related phone system audio.

By placing an order through our website at ivrvoice.co.uk, you agree to be bound by these terms and conditions.

Orders are placed through our online order form. You select a package, provide your IVR script, and complete payment. Upon successful payment, your order is confirmed via email.

By submitting an order, you confirm that:

• The information you have provided is accurate and complete
• You have the right to use any company names, trademarks, or content included in your script
• The script does not contain any unlawful, defamatory, or offensive content

We reserve the right to refuse any order at our discretion. In such cases, a full refund will be issued.

All prices are displayed in British Pounds (GBP) and are inclusive of VAT where applicable. Payment is taken in full at the time of ordering.

Payments are processed securely via Stripe. We do not store your credit or debit card details on our servers. Payment must be received before work begins on your recordings.

We reserve the right to change our pricing at any time. Price changes will not affect orders already placed and paid for.

Completed recordings are delivered digitally via email or secure download link. Delivery timescales depend on your chosen package:

• Starter Package— 48-hour turnaround
• Business Package— 24-hour turnaround
• Enterprise Package— same-day priority

Turnaround times are estimates calculated from Monday to Friday, excluding UK bank holidays. We will make every effort to meet these timescales but cannot guarantee exact delivery times.

Recordings are delivered in industry-standard audio formats suitable for your phone system (e.g., WAV, MP3). If you require a specific format, please indicate this when placing your order.

Each package includes a specified number of revision rounds:

• Starter Package— 1 revision
• Business Package— 2 revisions
• Enterprise Package— unlimited revisions

A revision covers minor adjustments to tone, pace, or pronunciation. Changes to the script content (adding new text, rewriting sections) may be subject to additional charges.

Revision requests must be submitted within 30 days of the original delivery. After this period, re-recordings will be treated as a new order.

Upon full payment, you receive a perpetual, non-exclusive licence to use the recordings for their intended purpose (telephone systems, IVR menus, on-hold messages, and voicemail greetings) within your business.

You may not:

• Resell, sublicence, or distribute the recordings to third parties
• Use the recordings in broadcast media (TV, radio) without a separate broadcast licence
• Modify the recordings in a way that misrepresents the voice artist
• Use the recordings to train AI or text-to-speech systems

We retain intellectual property rights in the recordings. The usage licence is granted upon full payment.

To the maximum extent permitted by law, our total liability for any claim arising from or related to our services is limited to the amount you paid for the specific order giving rise to the claim.

We are not liable for any indirect, incidental, consequential, or special damages, including but not limited to loss of profits, business interruption, or loss of data.

We are not responsible for any issues arising from the integration of our recordings with your phone system or VoIP platform. It is your responsibility to ensure compatibility with your system.

Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

You may cancel your order and request a full refund provided that recording work has not yet commenced. Once recording has begun, cancellation is at our discretion.

As our recordings are bespoke digital content made to your specification, the Consumer Contracts Regulations 2013 right to cancel within 14 days does not apply once recording work has started with your consent.

If we are unable to fulfil your order for any reason, we will notify you and issue a full refund within 14 business days.

To request a cancellation, contact us at hello@lucyivr.co.uk as soon as possible.

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

If you have any questions about these terms and conditions, please contact us:

• Email: hello@lucyivr.co.uk
• Phone: +44 (0) 1234 567 890
• Website: Contact form