On this page
1. What Cohavo is
Cohavo is a business phone system with a shared help desk, website chat, AI call notes and reports, in one app, for teams that look after customers. Each customer has its own server, which we host in London and connect to the phone network for you. What each part includes (Phone, Desk, Chat, AI and Insights) is in Schedule A of our Terms of service; your order says which parts you have. What each person can use depends on the licence your admins give them: Basic (the phone only), Team (everything but the AI part) or Pro. Schedule A sets out each one.
2. Who it’s for
Businesses and other organisations, not consumers. For now we only take on organisations with more than 10 people working for them.
3. What you need
- A reliable internet connection wherever your team works. Cohavo works over the internet: in a power cut or if the connection fails, it won’t work.
- A Mac, a Windows PC, an iPhone or a web browser for each person, and a headset if they’re on calls a lot.
- Desk phones, bells and paging speakers only if they’re models we support.
- For Desk email: the DNS records we give you for your domain, or a connected Microsoft 365 mailbox.
4. Quality of service
We don’t offer minimum quality levels, service levels or service credits unless your order says so (Terms, section 16). Call quality depends on your internet connection and equipment.
5. Prices
Prices are set for each customer and written in your quote or order form: the monthly charges for the parts and the licences you have, and usage, such as calls outside any allowance. Any charge for moving your numbers to us, and any equipment, is in your quote too. Prices don’t include VAT. How charges are invoiced and paid, and how prices can change: Terms, sections 8 and 9.
6. Your contract
It runs month to month. Either of us can end it with 30 days’ notice in writing, and you pay the charges up to the end of the notice period (Terms, section 10). When it ends, you can ask for a copy of your data before we delete it (section 15). We’ll give you at least 30 days’ notice of any material change to the Terms or our prices (section 9).
7. Getting help
Email support@cohavo.io, or send a request from inside the Cohavo app.
8. Emergency calls
999 and 112 don’t connect through Cohavo yet, except from the iPhone app, which hands them to the iPhone’s own dialler. Keep another way to call the emergency services. Please read Emergency calls and share it with your team.
9. Disabled users
If anyone in your team needs help using Cohavo because of a disability, tell us at support@cohavo.io and we’ll work through it with you.
10. Complaints and disputes
Our Complaints page says how to complain and what happens next, and section 18 of the Terms says how disputes are settled.
11. Refunds and compensation
We don’t pay service credits or compensation unless your order says so (Terms, section 16). If you think an invoice is wrong, tell us within 30 days and why, and pay the part you don’t dispute; if we agree, we correct it (section 8).
12. Contact
support@cohavo.io. Our other policies, including how we handle data, are listed on our Policies page.
Changes to this page
- Version 1.1, 12 November 2026: Licences: what each person can use depends on their licence (Basic, Team or Pro), set out in Schedule A of the Terms. Monthly charges are for the licences in your order. Prices are still set for each customer.
- Version 1.0, 9 November 2026: First published: the information Ofcom asks phone providers to publish (General Condition C2.3), gathered in one place.