Terms of Service

1. Business use only

The Service is for businesses. You confirm that you are using it for business purposes, that you are at least 18, and that you have authority to accept these Terms for your business.

2. The Service

The Service lets you create AI assistants that answer questions from your knowledge, capture enquiries and booking requests, and alert you, through a chat widget on your website or a hosted chat page, together with a dashboard, insights and related tools. We may improve and change features over time. If we remove a feature that is material to your plan, we will tell you in advance.

3. Your account

You must give accurate information and keep it up to date. You are responsible for your users, for keeping login details secure, and for everything done under your account. Tell us promptly at hello@codecue.co.uk if you suspect unauthorised access.

4. Free trial

New businesses may get one free trial. The trial length is shown when you sign up. You will not be charged during the trial. If you added a card when starting the trial, your chosen plan starts automatically when the trial ends unless you cancel before then, and we will remind you before the first charge. If you did not add a card, choose a plan before the trial ends to keep your assistant running. We may refuse or end a trial if we reasonably suspect abuse or duplicate trials.

5. Plans, fees and payment

5.1 Paid plans are billed monthly in advance through our payment provider, Stripe, and renew automatically until cancelled.

5.2 Prices are shown at checkout. Unless stated otherwise, prices exclude VAT and other taxes, which are added where applicable.

5.3 An optional one-off setup fee may apply if you ask us to set the Service up for you. Once setup work has started, the setup fee is non-refundable.

5.4 If a payment fails, we and Stripe will retry it and tell you. If payment is still outstanding after the grace period described in section 7, your assistant may be paused.

5.5 We may change prices with at least 30 days' notice. Changes apply from your next billing period after the notice ends. You can cancel before then.

6. Plan limits and fair use

Each plan includes limits (for example conversations, users and imports), shown on your Plan & usage page. If you go over a limit, we may ask you to upgrade, and some features may slow down or stop until the next period or an upgrade. You must not try to get around limits, for example by creating multiple accounts.

7. Cancellation, pause and suspension

7.1 You can cancel at any time from your dashboard. Cancellation takes effect at the end of the current billing period. We do not give refunds for partial periods, except where the law requires it.

7.2 If your trial ends without a plan, your subscription ends, or payments finally fail, your assistant may be paused after a grace period (normally 7 days). While paused, your data is kept, you can still sign in, and visitors can still leave their details through a contact form. Choosing a plan or paying resumes the assistant.

7.3 We may suspend the Service immediately if you seriously or repeatedly break these Terms, if your use creates a security or legal risk, or if required by law. Where reasonable, we will tell you first and give you a chance to fix the problem.

8. Your content and knowledge

8.1 You own the content you provide or import, including your knowledge, settings and your conversations with visitors ("Customer Content"). You give us a licence to host, copy, process and display Customer Content only as needed to provide, secure and support the Service.

8.2 You must have the right to use any content you add or import. Only import websites that you own or have permission to use.

8.3 You are responsible for the accuracy of your knowledge and settings, including prices, availability, opening hours and booking links.

9. AI-generated replies

9.1 The assistant generates replies using artificial intelligence. Replies can be incomplete or wrong, even when based on your knowledge. You are responsible for reviewing your knowledge and how your assistant is set up, and for the information your business gives customers.

9.2 The Service is not designed for emergencies, or for giving medical, legal, financial or other professional advice, and you must not configure it to do so.

9.3 The chat is labelled as an AI assistant. You must not present it as a human or remove that labelling.

10. Acceptable use

You must not use the Service to: break the law or anyone's rights; send spam or unsolicited marketing; impersonate others or mislead people; collect special category data (such as health information) without a lawful basis; harass or harm anyone; attempt to break, overload, probe or reverse engineer the Service; access other customers' data; resell the Service without our written agreement; or use it for any high-risk purpose where errors could cause injury or serious harm.

11. Your visitors and data protection

11.1 For personal data of your visitors and customers processed through the Service, you are the controller and we are your processor. Our Data Processing Agreement at codecue.co.uk/ai-agents/dpa forms part of these Terms.

11.2 You are responsible for having a lawful basis for that processing and for telling visitors how their data is used, for example in your own privacy policy.

11.3 Our own use of personal data (for example your account and billing details) is described in our Privacy Policy at codecue.co.uk/privacy.

12. Third-party services

The Service works with third-party services, such as Stripe for payments, our AI and hosting providers, and booking tools you choose to link. Their own terms may also apply. We are not responsible for third-party services we do not control.

13. Our intellectual property

We and our licensors own the Service, including its software, design and documentation. We give you a non-exclusive, non-transferable right to use the Service during your subscription under these Terms. If you send us feedback, we may use it freely.

14. Confidentiality

Each of us will keep the other's non-public business information confidential and use it only for this agreement, except where disclosure is required by law.

15. Availability and support

We aim to keep the Service available and working well, but we do not guarantee it will be uninterrupted or error-free. We may carry out maintenance and will try to keep disruption to a minimum. Support is available through your dashboard and at hello@codecue.co.uk.

16. Disclaimer

Apart from what these Terms expressly say, the Service is provided "as is" and we give no other warranties, to the extent the law allows. We do not promise any particular number of enquiries, leads or sales.

17. Liability

17.1 Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited by law.

17.2 We are not liable for loss of profits, revenue, business, goodwill, leads or anticipated savings, or for any indirect or consequential loss.

17.3 Our total liability under or in connection with these Terms in any 12-month period is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

18. Indemnity

You will compensate us for reasonable losses and costs arising from third-party claims caused by your Customer Content, your use of the Service in breach of these Terms, or your breach of data protection law.

19. Ending the agreement and your data

These Terms continue until your account is closed. You can export your data for 30 days after your account closes. After that we delete Customer Content within 90 days, except where the law requires us to keep it, and except backups, which are deleted on their normal cycle.

20. Changes to these Terms

We may update these Terms. For material changes we will give at least 30 days' notice by email or in the dashboard, and you may be asked to accept the new version to keep using the Service. If you do not agree, you can cancel before the change takes effect.

21. General

21.1 These Terms, the Data Processing Agreement and anything referred to in them are the whole agreement between us about the Service.

21.2 You may not transfer this agreement without our consent. We may transfer it as part of a reorganisation or sale of our business, and will tell you.

21.3 Neither of us is liable for delays caused by events beyond reasonable control.

21.4 If any part of these Terms is found unenforceable, the rest remains in force. A delay in enforcing a right is not a waiver of it.

21.5 No one other than you and us has any right to enforce these Terms.

21.6 These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

22. Contact

CodeCue Technologies Ltd · Company number 17437371 · Registered in England and Wales · London, United Kingdom · hello@codecue.co.uk