Ouvora customer guide

Last updated: 8 October 2026

This guide explains how to use Ouvora and check the outcome of an action. Your agreed Order Form identifies your plan and selected modules. Some features require configuration or a connected provider before they are available. Your accepted SaaS Conditions, Order Form and Data Processing Agreement govern your service.

Get help

Contact hello@goouvora.com or 0161 528 1883, Monday to Friday, 08:00–18:00 UK time. Sebastian handles enquiries through these channels. Include your business name, reference and a description of the problem. Do not send passwords, verification codes or full payment-card details. These contact hours are not a guaranteed response time.

Your workspace and public profile

Your business workspace is the signed-in area for authorised members of your team. Your public business profile is the experience your customers see. The SaaS Conditions call the latter the “Customer’s Portal”. An NFC tag, QR code or public profile link is not an administrator login.

Initial setup and physical touchpoints

Provide accurate business details, contact links, branding, opening hours and services. Supply only material you are entitled to use. Review the profile and any physical-item design before approving production. Complete account activation and payment-method steps through the supplied private links.

Check the destination of each enabled action before distributing NFC items or QR codes. Test them on a compatible device with an internet connection. Phone, social, review and external-booking links may open third-party services. Do not put activation links or private customer-management links on physical tags.

Customers and team access

Use the customer-record area to find contacts and review information collected through enabled enquiry, booking or loyalty flows. Check the correct organisation before viewing or changing records. Keep notes relevant and avoid unnecessary sensitive information. Contact support if you need help resolving duplicate records.

Use individual accounts and give each person only the access their role needs. Remove access when it is no longer required. Do not share an owner login or another person’s activation link.

Bookings

Use the booking arrangement agreed for your business: Ouvora booking or a link to an external service. Review service durations, hours, eligible staff, locations and availability settings. Calendar synchronisation needs its own authorised connection; a calendar-download button does not establish synchronisation.

Check the date, time, service, location and recorded booking status. A pending request is not a confirmed appointment. Use the available booking controls or support for cancellations and rescheduling. Deposits, waitlists, collection, delivery and mobile services apply only where included and configured.

Loyalty

Check the active programme, qualifying action and reward before inviting customers. Authorised staff use the loyalty workflow to record visits, points or redemptions. Check the resulting record before repeating an uncertain operation. External reward services and wallet passes depend on their own setup and availability.

Campaigns and service messages

A person being in Customers does not itself authorise marketing. Check the sender, recipients, channel permissions, opt-outs, message and available allowance before sending or scheduling. Keep suppression and consent records accurate.

Queued, accepted, sent and delivered are different states. Delivery depends on the enabled provider and recipient service. Message length and special characters can affect SMS charging units. A WhatsApp contact link is not an automated campaign.

AI assistance

Use the assistance available under your plan and the information approved for your business. Keep services, prices, opening hours and answers current. Review generated replies and suggestions before relying on them. AI output can be incomplete or wrong; it is not professional advice or a guaranteed business result.

An answer in a conversation does not prove that a booking, message or payment completed. Check the relevant system record. Ask for human help when information is missing, and avoid supplying unnecessary sensitive information to chats or uploads.

Reports and privacy choices

Check the report’s organisation, date range and metric definition. Taps, visits, clicks, enquiries, bookings and revenue are different events. A click on Call does not prove that a conversation took place, and a review-link click does not prove that a review was posted.

The website’s Cookie settings control optional storage on goouvora.com. Optional product analytics in the client workspace have separate Analytics settings. Rejecting optional analytics does not cancel bookings or remove operational records. See our Cookie Policy and Privacy Policy.

Fees, delivery and leaving the service

The first recurring subscription charge under your Initial Order Form is due one calendar month after Ouvora makes your portal live. If the next month has no corresponding day, the date is the last day of that month. The first month after your portal goes live has no recurring subscription charge. Ouvora sends you an email when your portal is ready, confirming your first payment date. NFC key-ring delivery does not trigger or delay billing. Setup, physical-item, add-on and usage charges remain payable as agreed.

Check your agreed Order Form for the plan, setup fee, physical items and additions. Confirm the scheduled billing date in your account or with Ouvora. Plan changes, cancellation, renewal, refunds and physical-item warranties follow your accepted Conditions and Order Form; this guide does not create an alternative notice period or refund promise.

Request any required export through the authorised support process before access ends. Data return, deletion and lawful retention follow the accepted contract and DPA. Hiding a module or removing a user account is not a complete data-deletion process. For personal-data concerns, use our data protection complaints policy and optional form.

If an action appears unsuccessful

Read the error and check the resulting record before trying again. A loading indicator, button click or return to a success page is not proof that a payment, booking or message completed. Keep the reference and contact support if the result is unclear, to avoid duplicate bookings, payments or messages.