Terms of Service

1. The Service

The Service reads enquiries submitted through a Customer’s website widget or forwarded email inbox, classifies each one using an AI model (category, urgency, and a plain-English summary), and presents them on a live dashboard. Depending on the Customer’s plan, the Service may also send an automatic reply to the enquirer, send review-request emails, notify the Customer’s team by push notification, and support assigning enquiries to team members.

AI classification is provided on a best-efforts basis. It is a triage aid, not a substitute for the Customer’s own judgment — the Customer remains responsible for how it responds to every enquiry the Service surfaces.

2. Accounts

The Service is intended for use by businesses, not consumers. The person who signs up for an account (the “Manager”) may invite additional team members (“Engineers”) up to the limit included in the Customer’s plan. Managers are responsible for the accuracy of information supplied about their business, for who they invite, and for keeping sign-in access to their own accounts secure.

Access is passwordless — a one-time code or link is sent to the email address on file each time someone signs in. You are responsible for the security of that email account.

3. Subscription, Fees & Payment

The Service is offered on the subscription plans published at ia-intelligence.co.uk/#pricing, or on any bespoke terms separately agreed in writing. Fees are billed monthly in advance unless otherwise agreed. There are no long-term contracts — a Customer may cancel at any time, effective at the end of the current billing period, with no refund for the remainder of that period.

We may change our published prices with at least 30 days’ notice to existing Customers; the new price applies from your next billing cycle. Bespoke pricing agreed directly with a Customer is governed by that agreement instead.

4. Acceptable Use

You agree not to use the Service to:

• submit or process content that is unlawful, fraudulent, or infringes another party’s rights;
• attempt to reverse-engineer, scrape, or gain unauthorised access to the Service or another Customer’s data;
• use the Service to send unsolicited bulk email or spam;
• overload, disrupt, or attempt to disrupt the Service’s availability to other Customers; or
• misrepresent your identity or your business when signing up.

We may suspend or terminate access for a material breach of this section.

5. Your Content and Data

“Customer Data” means the enquiries, contact details, and business configuration (system prompt, categories, branding, and similar settings) a Customer submits to or configures within the Service. As between you and us, you own your Customer Data. You grant us a licence to process it solely to provide, maintain, and improve the Service for you.

Where Customer Data includes personal data about a Customer’s own enquirers (end customers), the Customer is the data controller of that personal data and we act as a data processor on the Customer’s behalf, on the terms set out in our Privacy Policy, which forms part of these Terms. A separate written Data Processing Agreement is available on request.

6. Sub-processors & Third-Party Services

We rely on the following third-party providers to deliver the Service. Details of what each processes are set out in our Privacy Policy.

• OpenAI — AI classification of enquiry text
• Resend — transactional email delivery
• Supabase — database, authentication, and file storage
• Vercel — application hosting
• Cloudflare — inbound email routing

We may add or change sub-processors as the Service evolves; material changes will be reflected in an updated Privacy Policy.

7. Service Availability

We aim to keep the Service available at all times but do not guarantee uninterrupted or error-free operation. The Service is provided on an “as is” and “as available” basis. We may carry out planned maintenance and will use reasonable efforts to keep any resulting downtime brief.

8. Intellectual Property

The Service, including its software, design, and branding, is our intellectual property (or licensed to us). Nothing in these Terms transfers ownership of the Service to you. You retain ownership of your own Customer Data and any branding assets (logo, brand colour, business name) you upload for use within your own white-labelled widget.

9. Limitation of Liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited. Subject to that, our total liability to you arising out of or in connection with the Service in any 12-month period is limited to the fees you paid us in that period, and we are not liable for any indirect or consequential loss, including loss of profit, revenue, or business opportunity — including any arising from a missed or mishandled enquiry the Service failed to flag correctly.

10. Termination

Either party may terminate for the other party’s uncured material breach on 14 days’ written notice, or immediately for non-payment or a serious breach of Section 4. On termination, we will make your Customer Data available for export for 30 days, after which it may be permanently deleted.

11. Changes to These Terms

We may update these Terms from time to time. We will give existing Customers reasonable notice of material changes. Continued use of the Service after a change takes effect constitutes acceptance of the updated Terms.

12. Governing Law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.

13. Contact

Questions about these Terms can be sent to support@ia-intelligence.co.uk.