Terms of Service

1. About these Terms

These Terms of Service (the “Terms”) are a binding agreement between you and Vora Financial LLC, a Florida limited liability company (“Vora”, “we”, “us”). They govern your use of the website at vorafinancial.io (the “Website”) and of the Vora CRM platform at https://app.vorafinancial.io, including the web app, mobile web app, client portal, power dialer, texting, AI features and APIs (together, the “Service”).

If you use the Service on behalf of an insurance agency, IMO or other business, you also confirm that you are authorized by that business to use the Service under these Terms. The business that subscribes to the Service (the “Customer” or “Agency”) is bound by the Master Subscription Agreement (the “MSA”), which these Terms do not replace.

If you only browse the Website, these Terms apply to that browsing. If you create an account, accept an invitation, complete onboarding or complete a checkout, you accept these Terms by ticking the box that says you have read and agree to them (see section 5).

Please read section 22 (Dispute resolution and arbitration) carefully. It requires most disputes to be resolved by individual binding arbitration and waives class actions and jury trials, unless you opt out.

If you do not agree to these Terms, do not use the Service.

2. Definitions

Capitalized words have these meanings. The same words mean the same thing in the MSA, the Data Processing Addendum, the Dialer & Telemarketing Addendum and the Acceptable Use Policy.

3. Who provides the Service

The Service is provided by Vora Financial LLC, 400 Sunny Isles Blvd, Sunny Isles Beach, FL 33160.

Vora Financial LLC is also a licensed insurance agency and uses the Service for its own book of business. That agency activity is separate from the Service. When we provide the Service to other agencies, we act only as a software vendor (see section 13).

4. Eligibility

You may use the Service only if:

• you are at least 18 years old and can form a binding contract;
• you are not barred from using the Service under US law and are not on any US government list of prohibited or restricted parties;
• if you are an Authorized User, a Customer has invited you or you are setting up a workspace for a business you are authorized to bind; and
• if you sell, solicit or negotiate insurance through the Service, or work leads in it, you hold every insurance licence and carrier appointment the law requires for that activity in each state where the Client is located.

The Service is built for use in the United States. The Website is not directed to children, and we do not knowingly collect personal information from anyone under 18 through it.

5. How you accept these Terms, and new versions

When you accept

You accept these Terms by ticking a box that says “I have read and agree to …” next to a link to the exact version, and then continuing. We ask at these points:

What we record

When you accept, we record which document and version you accepted, a fingerprint (hash) of its exact text, the date and time, a one-way hash of your email address, your workspace, and the IP address and browser user agent you used. We keep this record as evidence of the agreement. See the Privacy Policy for how long.

When a version changes

When we publish a new version of these Terms, we tell you in two ways: by email to the address on your account, and by a notice in the Service. For a material change, we aim to give that notice at least 30 days before the new version takes effect. Changes required by law, or needed to address security or abuse, may take effect sooner. Each notice says what changed and when the change takes effect.

When the new version takes effect, the Service shows you a re-acceptance screen the next time you sign in. You must accept the new version to keep using the Service. If you do not want to accept it, you can stop using the Service, and anyone who manages a paid plan can still cancel it online (the re-acceptance screen never blocks cancellation). The version you accepted earlier continues to apply to anything that happened before the new version took effect.

Changes to the Website-only parts of these Terms apply to Website visitors from the date they are posted.

6. Accounts, invitations and security

Most accounts start with an invitation from a Customer. An invitation link is personal to the person it was sent to. Do not forward it.

You must give accurate information and keep it current, including your name, email address and, if you are a producer, your licence information.

You are responsible for keeping your credentials secret and for activity under your account. In particular:

• Do not share your password, one-time codes or authenticator app with anyone, including co-workers. Each person needs his or her own account.
• Your agency may require multi-factor authentication (MFA) for admins or for everyone. Where it is required, you must enroll an authenticator app.
• Some sensitive actions, such as exporting data or removing a number from a do-not-call list, require a fresh MFA code (“step-up”) even when you are already signed in.
• Sign out of shared devices, and lock any device you use for the Service.
• Tell your agency's admin and us at info@vorafinancial.io right away if you think someone else has used your account or your credentials have leaked.

We may require a password reset, end sessions, or temporarily lock an account if we see signs that it has been compromised.

7. Your agency controls its workspace and its data

If you use the Service as an Authorized User, you use it on behalf of the Customer that invited you. The Customer, not you, owns and controls the Customer Data in its workspace, including the Clients, leads, deals, recordings and messages you create or upload.

This means the Customer (through its owners and admins) can, without your consent:

• change your role, permissions, team and visibility, or remove you from the workspace;
• see, export, change or delete Customer Data you created, including your notes, messages, call recordings and activity history;
• require MFA, and review audit records of what you did in the workspace;
• connect or disconnect integrations, and set retention periods for recordings and other data.

When a Customer removes you, you lose access to its workspace and its Customer Data. Customer Data stays with the Customer. If you work with more than one agency, each agency controls only its own workspace.

Where a parent agency has sub-agencies, the parent agency may see a sub-agency's information at the visibility level the agencies have set (totals only, deals, or full records). The MSA explains these levels.

Questions about your agency's use of Client Data, or requests to access or delete it, should go to your agency. We handle Customer Data as the agency's service provider under the Data Processing Addendum.

8. Agency subscriptions

Subscriptions to the Service are bought by agencies. A Customer subscribes under the MSA and an Order Form, which states the plan, the number of seats, the fees and the term. Every seat includes everything: texting, calls and AI features are not billed separately unless the Order Form says otherwise.

If you are an Authorized User, you get access through your agency and you pay Vora nothing, unless your agency's Order Form says otherwise. Your agency decides whether you have a seat, and your access ends when your agency removes you or its subscription ends.

If these Terms conflict with the MSA or an Order Form, the MSA and the Order Form control for the Customer and its Authorized Users. These Terms still govern each individual's own conduct and account.

9. Paid plans, renewal and cancellation

Before anyone buys a paid plan, the Order Form or the online checkout shows the price, the billing period, whether and how the plan renews automatically, any free trial and when it ends, and how to cancel. The person buying must agree to those terms before paying, and we send a confirmation that repeats them. Those terms, together with the MSA, govern the purchase.

Payments made online are processed by Stripe. We do not see or store full card numbers.

Fees, renewal, non-payment and suspension for a Customer's subscription are governed by the MSA. Any plan that renews automatically can be cancelled online, in the same place it was bought or in the billing settings, without calling or emailing us.

10. Acceptable use

You must follow the Acceptable Use Policy, which is part of these Terms. Among other things, it prohibits calls and texts without required consent, calling numbers on do-not-call lists, caller ID spoofing, uploading data the Service is not built to hold (such as full Social Security numbers or payment card numbers), circumventing compliance checks or security, scraping and reverse engineering, working leads in states where you are not licensed, and unlawful or discriminatory conduct.

We may investigate suspected violations and suspend a campaign, a phone number or an account as described in the Acceptable Use Policy and section 18.

11. Calling and texting

The Service includes a power dialer and texting. Calls and texts placed through the Service are made on behalf of the Customer, which is the Seller. If you place them, you do so for that Customer.

You and the Customer are responsible for complying with every law that applies to your calls and texts, including the Telephone Consumer Protection Act (47 U.S.C. §227) and the FCC's rules (47 C.F.R. §64.1200), the Telemarketing Sales Rule (16 C.F.R. Part 310), state telemarketing and mini-TCPA laws such as the Florida Telephone Solicitation Act (Fla. Stat. 501.059), state call-recording consent laws such as Fla. Stat. 934.03, do-not-call rules, and wireless carrier and 10DLC messaging requirements. The Dialer & Telemarketing Addendum sets out how responsibility is divided, and the SMS Terms govern the text-messaging program.

The Service includes compliance tools: consent checks, do-not-call checks, calling-hour windows, frequency caps, licence checks, abandonment controls and opt-out handling. These tools help you comply. They are not legal advice, and they do not guarantee compliance. Their rules are configured from data and settings that may be incomplete or wrong, and laws change. A call or text the Service allows may still be unlawful, for example if the consent behind a lead is invalid. You must not rely on the tools as a substitute for your own legal judgment and counsel.

Calls placed through the dialer are recorded, and a recording disclosure is played or stated on the call. You must not disable or talk over the disclosure, and you must follow any additional disclosure your state or the Client's state requires.

Medicare marketing and enrollment calling is not supported. Do not use the Service for Medicare calls unless and until the Customer has signed a separate addendum that enables it.

12. AI features

The Service includes optional features that use artificial intelligence, such as the Data Assistant, report-layout mapping, call transcription and call summaries. Your agency decides whether they are turned on. Some are available only to admins.

AI output can be wrong, incomplete or out of date. Review it before you rely on it. Do not use AI output as the sole basis for an insurance recommendation, an underwriting decision, a compliance decision or any decision that affects a Client's rights. A licensed person must review it.

AI requests are sent through Vercel's AI Gateway to model providers under zero-data-retention settings, and the providers do not use the data to train their models. The Data Assistant works on masked data and does not receive Client contact details or identifiers. Lead files are never sent to AI features. The Sub-processors page lists the providers and what each receives, and the Privacy Policy and DPA explain the processing.

Some audio features (noise cleanup of call recordings and generated voice audio) use a voice provider that is called directly rather than through the AI Gateway; the Sub-processors page describes its terms. Generated or cloned voices must not be used on calls without the consent the law requires (see the Acceptable Use Policy).

You must not use AI features to generate content that is unlawful, misleading to Clients, or that the Acceptable Use Policy prohibits.

13. Vora is software, not your insurance agency

The Service is software that helps agencies run their business. When we provide the Service to a Customer, Vora does not transact insurance, solicit, sell or negotiate insurance, give insurance or financial advice, or act as an insurance producer, agent or broker for the Customer or its Clients. Quotes, carrier information, commission figures and underwriting tools in the Service are aids for licensed professionals and may be incomplete or out of date.

The Customer and its licensed producers are solely responsible for every insurance activity they carry out using the Service, including licensing and appointments, product suitability, disclosures, applications, replacements, commissions and their relationships with carriers and Clients.

Vora Financial LLC also operates its own licensed insurance agency, which is one of the Service's users. That agency's dealings with its own clients are separate from, and are not part of, the Service we provide to other agencies.

14. Third-party services and integrations

The Service can connect to services we do not control, for example Discord webhooks for team announcements, carrier portals and reports, lead vendors and consent-certificate providers (such as TrustedForm, Jornaya or comply.support), and Stripe for payments.

When you or your agency turn on an integration, data moves to or from that service at your direction. The third party's own terms and privacy policy govern its handling of the data. We are not responsible for third-party services, their availability, or what they do with data you send them. Do not send Client Data to a channel, such as a Discord server, that is not appropriate for it.

Lead data and consent certificates supplied by lead vendors are the Customer's responsibility. We do not verify that a vendor's consent is valid.

15. Client-portal users

If you are a Client of an agency that uses the Service, the agency may invite you to its client portal so you can see your own policies. The agency, not Vora, is responsible for your policies and for the information shown to you. Questions about coverage, premiums or claims go to your agency or the insurance company.

The portal is provided as a convenience and may not show every policy or the latest status. The insurance company's records control.

Sections 6, 10, 16 and 19 to 27 of these Terms apply to you. Sections 8, 9, 11 and 13 apply to agencies and their users. Client-portal users pay nothing to use the portal.

16. Privacy and data protection

The Privacy Policy explains how we collect and use personal information about Website visitors and account holders, and how we handle Client Data on behalf of agencies.

For Customer Data, the Customer is the controller (and the financial institution under the Gramm-Leach-Bliley Act) and Vora acts as its processor and service provider under the Data Processing Addendum. The exception is Vora's own agency book, for which Vora is the controller.

You must not put information into the Service that you do not have the right to share, or that the Service is not built to hold (see the Acceptable Use Policy).

17. Intellectual property and feedback

We and our licensors own the Service, the Website, and all software, designs, text, trademarks and other materials in them, including all improvements. These Terms do not transfer any of those rights to you. “Vora”, “Vora Financial”, “Vora CRM” and the Vora logo are our marks; do not use them without our written permission.

Subject to these Terms and your agency's subscription, we give you a limited, revocable, non-exclusive, non-transferable right to use the Service for your agency's internal business purposes while you are an Authorized User.

Customer Data belongs to the Customer, and content you submit as a client-portal user belongs to you. You give us the permission we need to host, process, transmit and display it to provide and support the Service, as described in the MSA and the DPA.

If you send us suggestions, ideas or feedback, you give us a perpetual, irrevocable, worldwide, royalty-free licence to use them for any purpose without obligation to you. We will not identify you or your agency as their source without permission.

18. Suspension and termination

You may stop using the Service at any time. Cancelling a paid plan is covered in section 9 and the MSA.

We may suspend or limit your access, or a specific campaign, phone number or feature, immediately and without prior notice where we reasonably believe it is needed to:

• stop a breach of these Terms or the Acceptable Use Policy, including unlawful calls or texts;
• protect the security or integrity of the Service, Customer Data or other users;
• comply with law, a court order, or a request from a carrier, a messaging registry or a regulator; or
• respond to non-payment by your agency, as described in the MSA.

Where practical, we will tell you (or your agency's admin) the reason and how to fix it, and we will restore access once the issue is resolved. We may end your access permanently for serious or repeated violations.

Your access also ends if your agency removes you, or when your agency's subscription ends. When an agency's subscription ends, the agency's data is exported and deleted as the MSA describes.

Sections 7, 13, 17 and 19 to 27, and any payment obligation already incurred, survive termination.

19. Disclaimers

To the fullest extent the law allows, the Website and the Service are provided “as is” and “as available”. We disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, title and non-infringement, and any warranty arising from course of dealing or usage of trade.

We do not promise that the Service will be uninterrupted, error-free or secure at all times, that it will meet your requirements, that data will never be lost, or that compliance tools, AI output, quotes, carrier data or commission figures will be accurate or complete. Telephone and messaging delivery depends on carriers and networks we do not control.

Nothing in the Service is legal, tax, insurance or financial advice.

Some jurisdictions do not allow the exclusion of certain warranties, so some of these exclusions may not apply to you. Any warranty given to a Customer in the MSA or an Order Form applies to that Customer.

20. Limitation of liability

To the fullest extent the law allows, neither Vora nor its affiliates, officers, employees, agents or suppliers will be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, lost revenue, lost commissions, lost business, lost data or the cost of substitute services, arising out of or relating to these Terms or the Service, even if advised of the possibility.

To the fullest extent the law allows, our total liability to you for all claims arising out of or relating to these Terms or the Service is limited to the greater of (a) the amounts you paid us for the Service in the 12 months before the event giving rise to the claim, and (b) US $100.

These limits apply to every theory of liability (contract, tort, negligence, statute or otherwise) and even if a remedy fails of its essential purpose. They do not limit liability that cannot be limited by law, such as liability for fraud or for death or personal injury caused by negligence. A Customer's claims are governed by the liability terms of the MSA instead of this section.

21. Indemnity

To the extent the law allows, you will defend, indemnify and hold harmless Vora and its affiliates, officers, employees and agents from and against any claim, demand, fine, penalty, loss, damages, settlement, cost and expense (including reasonable attorneys' fees) arising out of or relating to:

• calls, voicemails or texts you made or caused to be made through the Service, including claims under the TCPA, the TSR, the Florida Telephone Solicitation Act or other telemarketing, do-not-call, call-recording or messaging laws;
• leads, lead lists or Client Data you uploaded or used, including any lack of valid consent or consent that does not name the Seller;
• your insurance activities, including acting without a required licence or appointment;
• your breach of these Terms or the Acceptable Use Policy, or your violation of law or of anyone's rights.

The Customer gives the corresponding indemnity for its Authorized Users under the MSA. We will tell you promptly about a claim, let you control the defence (with counsel reasonably acceptable to us), and cooperate at your expense. You may not settle a claim in a way that admits fault by us or imposes an obligation on us without our written consent.

This section does not apply to client-portal users acting only as consumers, except for claims arising from their misuse of the Service.

22. Dispute resolution and arbitration

Informal resolution first

Before starting arbitration or a small-claims case, the party with the dispute must send the other a written notice describing the dispute and the relief sought. Send notices to us at info@vorafinancial.io and by mail to Vora Financial LLC, Attn: Legal, 400 Sunny Isles Blvd, Sunny Isles Beach, FL 33160. We will send notices to the email address on your account. Both parties will try in good faith to resolve the dispute for 60 days after the notice is received, including, at either party's request, by a phone or video call. Time limits for bringing claims are paused during this period.

Binding arbitration

If the dispute is not resolved, either party may start arbitration. This agreement covers every dispute or claim between you and Vora arising out of or relating to these Terms, the Website or the Service, including whether a dispute must be arbitrated, except the exceptions below. The Federal Arbitration Act (9 U.S.C. §1 et seq.) governs this section.

The arbitration will be administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules if you use the Service as an individual consumer (for example, as a client-portal user), and otherwise under its Commercial Arbitration Rules, as modified by this section. The rules are available at adr.org. A single arbitrator will decide the dispute. The arbitrator may award the same individual relief a court could, but only to you or Vora individually and only to the extent needed for the individual claim.

Unless the arbitrator decides otherwise, the arbitration will take place by video or by written submissions, or in person in Miami-Dade County, Florida. If you are a consumer, an in-person hearing may instead take place in the county where you live. Payment of filing and arbitrator fees follows the AAA rules; for consumer claims we will pay the fees the AAA rules require a business to pay.

If 25 or more similar demands are filed against Vora by or with the help of the same law firm or organization, the AAA's mass-arbitration procedures apply, and the demands may be resolved in batches. Time limits are paused for demands waiting in a batch.

Exceptions

• Either party may bring an individual claim in small claims court if it qualifies and stays there.
• Either party may go to court to stop infringement or misuse of intellectual property, or unauthorized access to the Service.
• Disputes between Vora and a Customer under the MSA follow the dispute terms of the MSA.

Class-action waiver

You and Vora may bring claims against each other only individually and not as a plaintiff or class member in any class, collective, consolidated or representative proceeding. The arbitrator may not consolidate claims of more than one person. If this waiver is found unenforceable for a particular claim or remedy, that claim or remedy (and only that one) will be decided in court under section 23, after all individual claims are arbitrated, and the rest of this section still applies.

Opting out

You may opt out of this arbitration agreement by emailing info@vorafinancial.io within 30 days after you first accept these Terms, with the subject “Arbitration opt-out” and your name, the email address on your account, and a clear statement that you opt out. Opting out does not affect any other part of these Terms. If you opted out of an earlier version, you remain opted out.

Changes to this section

If we make a material change to this section, it will not apply to a dispute already notified to us, and you may reject the change by emailing us within 30 days after it takes effect.

23. Governing law and venue

These Terms are governed by the laws of the State of Florida and applicable US federal law, without regard to conflict-of-laws rules. If you are a consumer, this does not take away protections that the laws of your state of residence give you and that cannot be waived by contract.

Any dispute not subject to arbitration (or if you opt out) will be brought only in the state courts located in Miami-Dade County, Florida, or the United States District Court for the Southern District of Florida, and you and Vora consent to their jurisdiction and venue. A party may still enforce an arbitration award or seek emergency relief in any court with jurisdiction.

24. Changes to these Terms and to the Service

We may update these Terms. The notice and re-acceptance process in section 5 applies. The date and version at the top of this page show which version is current, and earlier versions you accepted remain available in the Service.

We may add, change or remove features. Changes to an agency's paid features are governed by the MSA.

25. Notices and electronic communications

You agree to receive agreements, notices, disclosures, receipts and other communications from us electronically, by email to the address on your account or by notices in the Service. They satisfy any legal requirement that a communication be in writing. Keep your email address current. A notice we send by email is received when sent, unless we receive a delivery failure.

Service emails (for example, sign-in, security, billing and legal notices) are not marketing, and you cannot opt out of them while you have an account. You can turn off announcement emails in your settings.

Send legal notices to us at info@vorafinancial.io, with a copy by mail to Vora Financial LLC, Attn: Legal, 400 Sunny Isles Blvd, Sunny Isles Beach, FL 33160.

26. General

• Entire agreement. These Terms, together with the policies they link to, are the entire agreement between you and Vora about the Website and the Service. For Customers, the MSA and Order Forms also apply and control on conflict.
• Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate or to a successor in a merger, acquisition or sale of the business.
• Severability. If any part of these Terms is unenforceable, the rest remains in effect, and the unenforceable part is limited to the minimum extent needed (except as section 22 says about the class-action waiver).
• No waiver. Not enforcing a right is not a waiver of it.
• Force majeure. We are not liable for delay or failure caused by events beyond our reasonable control, including carrier or network outages, failures of hosting providers, natural disasters, war, labour disputes and acts of government.
• Export and sanctions. You will not use the Service in violation of US export control or sanctions laws.
• No third-party beneficiaries. No one other than you and Vora has rights under these Terms, except Vora's indemnified parties under section 21.
• Headings and summary. Headings and the plain-language summary at the top are for convenience and do not change the meaning of these Terms.

27. Contact

Vora Financial LLC, 400 Sunny Isles Blvd, Sunny Isles Beach, FL 33160.

Email: info@vorafinancial.io. Phone: 786-654-1233.

Security reports: info@vorafinancial.io. Privacy requests: info@vorafinancial.io. Legal notices: info@vorafinancial.io.