Delivery Policy

This Delivery Policy explains how Orato AI Limited ("Orato AI", "we", "us", or "our") delivers access to the Orato Flow platform and related services. Orato Flow is a digital service delivered electronically — there are no physical goods, no shipping, and no postal delivery.

1. Nature of delivery

Orato Flow is a cloud-based service that runs in a web browser. There is nothing to install. Delivery consists of provisioning your account and making the Service available to you online.

Event attendees do not receive anything to install either — they join a session by scanning a QR code, which opens the session in their phone browser.

2. How orders are placed

Orato Flow is sold through our team rather than through a self-service checkout on this website. You can start an order by contacting us, or by subscribing through Microsoft Marketplace where that option is available to you.

We will confirm your plan, pricing and start date with you before your order is finalised.

3. How you receive access

Once your order is confirmed:

• Account provisioning: we create your organisation's workspace and enable the plan you have purchased.
• Activation email: you receive an email at your registered address with instructions to activate your account and sign in.
• Access: you sign in through your web browser. No download or licence key is required.

4. Delivery timeframe

• Direct orders: accounts are typically provisioned within one business day of your order being confirmed.
• Microsoft Marketplace subscriptions: provisioning is typically completed within 24 hours after the subscription is confirmed, although Marketplace processing may occasionally take longer.
• Enterprise and custom plans: where an event requires custom configuration, glossary preparation or production support, delivery may take longer. We agree expected timelines with you during onboarding.

If your event has a fixed date, tell us when you order so we can confirm we can meet it.

5. Live hours and validity

Hour Packs are delivered as a balance of live hours on your account. Hours can be used across one event or many, and each pack is valid for 12 months from the date that pack is activated on your account.

Unused hours expire at the end of the validity period. For how expiry and refunds are handled, see our Refund & Cancellation Policy.

6. What you need

To run a session with Orato Flow you will need:

• A current version of a supported web browser
• A stable internet connection — real-time transcription and translation depend on it
• An audio input device (microphone or a feed from the venue's sound system) for the speaker audio

Attendees need only a phone with a camera and a browser. Attendees who wish to listen to translated audio will also need an internet-connected device with audio output; headphones or earphones are recommended in shared event spaces. It is your responsibility to ensure your venue's internet connection and audio setup meet these requirements. We are not liable for delivery failures caused by venue network conditions, hardware, or audio sources outside our control — though we are happy to advise on setup before your event.

7. If access does not arrive

If you do not receive access within the expected timeframe, please:

• Check your email inbox, including spam and junk folders, for your activation email
• Confirm the email address on your order is correct
• Contact us at [email protected] with your order details

We will investigate and resolve delivery issues as promptly as possible, and will prioritise anything affecting an event with a confirmed date.

8. Service availability

We aim to maintain high availability of the Orato Flow platform. The Service may occasionally be unavailable due to scheduled maintenance, updates, or unforeseen technical issues. We will provide reasonable notice of planned downtime where practicable and, where reasonably practicable, we avoid scheduled maintenance during events that have been notified to us in advance.

Temporary service interruptions do not in themselves constitute a failure of delivery. Where an interruption prevents you from running a booked event, see our Refund & Cancellation Policy.

9. Contact us

If you have any questions about this Delivery Policy or issues with accessing the Service, please contact: