Terms and Conditions

1. About us

Signals is provided by Signals AI Limited, a company registered in England and Wales under company number 16760169.

Registered office: 2 Blandford Drive, Wokingham, RG41 4EN

Contact email: [email protected]

In these Terms:

• Signals, we, us and our mean Signals AI Limited.
• Customer, you and your mean the business accepting these Terms.
• Authorised User means an employee, contractor or other individual authorised by the Customer to use Signals.
• Customer Data means information submitted, connected, imported or otherwise made available to Signals by or for the Customer.
• Service means the Signals platform, including its dashboards, integrations, reports, analysis, recommendations, alerts and AI-supported features.

2. Business use only

Signals is provided exclusively for business and professional use. It is not intended for use by consumers acting for purposes wholly or mainly outside their trade, business, craft or profession.

By accepting these Terms, you confirm that:

1. you are acting on behalf of a business;
2. you have authority to bind that business;
3. the information supplied during registration is accurate; and
4. you are at least 18 years old.

3. The service

Signals connects to supported customer-service systems and related business tools. It analyses available operational information to provide dashboards, health indicators, trends, signals, summaries, recommendations, reports and other insights.

We may update, improve, replace or modify parts of the Service as the product develops. We will not intentionally remove its core paid functionality without reasonable notice or justification.

Features described as beta, preview, experimental or early access may be incomplete, contain errors or change without notice. We may limit or withdraw such features at any time.

4. Accounts and authorised users

The Customer is responsible for:

1. controlling access to its workspace;
2. ensuring that Authorised Users comply with these Terms;
3. keeping account credentials secure;
4. maintaining accurate account and billing information;
5. removing access when it is no longer required; and
6. notifying us promptly of suspected unauthorised access.

The Customer is responsible for activity carried out through its account unless that activity results directly from a security failure for which Signals is responsible.

5. Acceptable use

We grant the Customer a limited, non-exclusive, non-transferable and revocable right to use the Service for its internal business purposes during an active subscription.

The Customer and its Authorised Users must not:

1. use the Service unlawfully, fraudulently or deceptively;
2. upload malware or attempt to disrupt, damage or overload the Service;
3. attempt to access another customer’s workspace, data or systems;
4. bypass security controls, usage limits or subscription restrictions;
5. reverse engineer, decompile or copy the Service except where applicable law expressly permits it;
6. resell, sublicense or provide the Service to third parties unless expressly agreed in writing;
7. use the Service or its outputs to develop, train or improve a competing product;
8. conduct excessive automated querying, scraping or extraction;
9. provide data that the Customer has no lawful right to use or share;
10. use the Service to discriminate unlawfully against any person; or
11. use the Service as the sole basis for an unlawful automated decision about an individual.

6. Customer responsibilities

The Customer is responsible for:

1. determining whether the Service is suitable for its intended use;
2. checking the accuracy and suitability of outputs before relying on them;
3. maintaining appropriate source records and backups of Customer Data;
4. correctly configuring integrations, permissions and account settings;
5. obtaining all notices, permissions and lawful bases needed to provide Customer Data to Signals; and
6. complying with all applicable laws when using the Service and its outputs.

Signals is a decision-support and analytical service. The Customer remains responsible for its operational, commercial, employment, customer-service, financial, legal and regulatory decisions.

7. Artificial intelligence

7.1 AI-supported features

Signals uses artificial intelligence and machine-learning systems to analyse data and generate classifications, summaries, explanations, recommendations, forecasts, answers and other outputs.

AI-generated outputs are probabilistic. They may be incomplete, inaccurate, inconsistent, outdated or unsuitable for a particular purpose. Similar inputs may produce different outputs.

7.2 Human review

The Customer must apply appropriate human review before relying on an AI-generated output for a material operational, commercial, employment, legal or customer-related decision.

Signals does not make final decisions on behalf of the Customer.

7.3 No professional advice

Outputs from Signals do not constitute legal, financial, accounting, employment, regulatory or other professional advice.

7.4 Third-party AI providers

We may use selected third-party AI providers and infrastructure suppliers to deliver parts of the Service.

Where a provider processes personal data on our behalf, it will be treated as a subprocessor and managed in accordance with applicable data-protection requirements and our Data Processing Agreement.

7.5 AI model training

We do not permit identifiable Customer Data to be used to train shared, general-purpose AI models unless the Customer has expressly agreed to that use in writing.

Signals may use information that has been genuinely anonymised and aggregated to improve its analytical methods, prompts, systems, benchmarks and product features.

8. Customer data

As between the parties, the Customer retains ownership of Customer Data.

The Customer grants Signals a limited right to host, retrieve, copy, transmit, organise, normalise, analyse and otherwise process Customer Data as necessary to:

1. provide and support the Service;
2. perform the Customer’s instructions;
3. secure and maintain the Service;
4. detect fraud, abuse and security incidents;
5. comply with applicable law; and
6. create anonymised and aggregated information in accordance with these Terms.

The Customer confirms that it has all rights, permissions and lawful bases required to provide Customer Data to Signals and instruct us to process it.

We do not sell Customer Data and do not use Customer Data for advertising.

9. Anonymised and aggregated data

Signals may create anonymised, aggregated and statistical information from Customer Data and use of the Service.

We may use that information to:

1. operate, maintain and improve Signals;
2. improve analytical and AI-supported features;
3. measure product quality and performance;
4. develop benchmarks and industry insights;
5. conduct research and product development; and
6. produce internal or external reports.

We will only rely on this clause where the resulting information does not identify, and cannot reasonably be used to identify or re-identify, the Customer, an Authorised User or another individual.

Pseudonymised information that can still be linked to an individual remains personal data and will continue to be protected accordingly.

We will not publish Customer-specific performance data or identify the Customer without its permission.

10. Data protection

Each party must comply with applicable data-protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Where Signals processes personal data contained in Customer Data on the Customer’s behalf:

1. the Customer will normally act as controller; and
2. Signals will normally act as processor.

Our processing obligations are set out in the Signals Data Processing Agreement, which is incorporated into these Terms.

Our processing of account, billing, product-usage, website and business-contact information for our own purposes is explained in our Privacy Policy.

The Customer authorises Signals to appoint subprocessors where reasonably necessary to provide the Service, subject to the safeguards contained in the Data Processing Agreement.

11. Security

Signals will maintain reasonable technical and organisational measures designed to protect Customer Data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or unauthorised access.

Information about our current security arrangements is available on our Security page.

No internet-based service can be guaranteed to be completely secure or continuously available.

The Customer must maintain appropriate security within its own organisation, including secure credentials, access management and the prompt removal of access that is no longer required.

12. Integrations and third-party services

Signals may connect to third-party platforms, including customer-support, CRM, analytics, cloud-hosting, payment and AI services.

The Customer authorises Signals to exchange Customer Data with services it chooses to connect, to the extent required to provide the relevant functionality.

Signals is not responsible for:

1. the availability or performance of a third-party service;
2. changes made by a third-party provider;
3. the Customer’s agreement with that provider;
4. loss caused by the Customer’s configuration of an integration; or
5. conduct by a third party outside Signals’ reasonable control.

The Customer must comply with the terms governing each connected third-party service.

13. Fees and payment

Subscription fees are displayed during registration, on our pricing page, or in a separate written order agreed with the Customer.

Unless expressly stated otherwise:

1. subscriptions are billed monthly in advance;
2. fees exclude VAT and other applicable taxes;
3. payment will be collected using the payment method supplied by the Customer;
4. subscriptions renew automatically each month until cancelled; and
5. the Customer authorises us and our payment provider to collect recurring payments.

If payment is overdue, we may retry collection and may restrict or suspend access after providing reasonable notice.

Except where required by law or expressly agreed otherwise, fees already paid are non-refundable.

13.1 Price changes

We may change subscription prices by giving at least 30 days’ notice. A change will take effect from the first renewal after the notice period. The Customer may cancel before the new price takes effect.

14. Cancellation

The Customer may cancel its subscription at any time through the Service or by contacting us.

Cancellation takes effect at the end of the Customer’s current paid billing period. The Customer may continue using the Service until that date unless access is suspended or terminated for breach.

Cancellation does not normally entitle the Customer to a refund or credit for a partially used billing period.

14.1 Trials and beta access

We may provide free trials, beta access or promotional access. Unless expressly stated otherwise:

1. the access is provided without charge;
2. features may be incomplete or unavailable;
3. service levels do not apply;
4. we may restrict or end access on reasonable notice; and
5. the Customer will not be charged unless the sign-up process clearly explains when a paid subscription begins.

15. Fair use

Subscriptions are subject to reasonable and proportionate use consistent with the Customer’s selected plan.

Usage allowances or fair-use considerations may include:

1. connected systems and workspaces;
2. Authorised Users;
3. ticket, record and historical data volumes;
4. data refresh frequency;
5. AI-generated analyses;
6. Ask questions and AI interactions;
7. reports and exports;
8. storage volumes; and
9. API or integration activity.

We may contact the Customer where usage is materially higher than reasonably expected for its plan or creates excessive cost, instability, security risk or an adverse effect on other customers.

We may then require the Customer to:

1. reduce or modify its usage;
2. move to a more appropriate subscription plan;
3. purchase additional capacity; or
4. agree custom commercial terms.

We will normally provide reasonable notice before restricting usage, unless immediate action is required to protect the Service, its users or third parties.

16. Availability and support

We will provide the Service with reasonable care and skill.

Unless a separate service-level agreement has been signed, we do not guarantee:

1. continuous or uninterrupted availability;
2. that every error will be corrected immediately;
3. that every integration will remain available;
4. that every issue, risk or opportunity will be detected; or
5. that AI-generated outputs will always be accurate.

We may temporarily suspend access for maintenance, security, legal compliance or circumstances beyond our reasonable control.

17. Intellectual property

Signals and its licensors own all intellectual-property rights in the Service, including:

1. software and source code;
2. platform design, branding and documentation;
3. analytical frameworks, prompts, methods and templates;
4. product features and workflows; and
5. improvements and derivative materials.

The Customer receives only the limited right to use the Service granted under these Terms.

The Customer retains ownership of Customer Data and materials it uploads.

Subject to third-party rights, the Customer may use and reproduce reports and outputs generated specifically for its internal business purposes.

17.1 Feedback

Signals may use suggestions, feedback and ideas supplied by the Customer without restriction or payment, provided that this does not disclose confidential Customer Data or publicly identify the Customer without permission.

18. Confidentiality

Each party must keep the other party’s confidential information confidential and use it only for the purposes of providing, receiving or supporting the Service.

This obligation does not apply to information that:

1. is publicly available other than through a breach;
2. was lawfully known without restriction;
3. is lawfully obtained from another source;
4. is independently developed; or
5. must be disclosed by law or a competent authority.

A party may disclose confidential information to its employees, contractors, professional advisers and subprocessors who require it and are subject to appropriate confidentiality obligations.

19. Suspension and termination

19.1 Suspension

We may suspend access where reasonably necessary because:

1. fees are overdue;
2. the Customer has materially breached these Terms;
3. use creates a security or legal risk;
4. use threatens the Service or other customers;
5. we reasonably suspect fraud or unauthorised access; or
6. suspension is required by law or a competent authority.

Where reasonably possible, we will notify the Customer and provide an opportunity to resolve the issue.

19.2 Termination for breach

Either party may terminate these Terms immediately by written notice if the other party:

1. commits a material breach that cannot be remedied;
2. fails to remedy a remediable material breach within 30 days after receiving written notice; or
3. becomes insolvent or ceases trading.

19.3 Effect of termination

When the subscription ends:

1. the Customer’s right to use the Service ends;
2. outstanding fees become payable;
3. Customer Data will be returned or deleted in accordance with the Data Processing Agreement and our retention procedures; and
4. clauses intended to continue after termination will remain in effect.

20. Liability

Nothing in these Terms excludes or limits liability for:

1. death or personal injury caused by negligence;
2. fraud or fraudulent misrepresentation;
3. liability that cannot lawfully be excluded or limited; or
4. any other matter for which limitation is prohibited by law.

Subject to the paragraph above, Signals will not be liable for:

1. loss of profit, revenue or anticipated savings;
2. loss of business, contracts or opportunity;
3. loss of goodwill or reputation;
4. indirect or consequential loss;
5. loss resulting from inaccurate, incomplete or unsuitable Customer Data;
6. decisions made without appropriate review of AI-generated outputs; or
7. failures or changes to third-party systems outside our reasonable control.

Subject to the exclusions above, Signals’ total aggregate liability arising out of or relating to the Service in any 12-month period will not exceed the total fees paid or payable by the Customer to Signals during the 12 months immediately before the event giving rise to the claim.

Each limitation in this section applies only to the extent permitted by law.

20.1 Customer indemnity

The Customer will reimburse Signals for reasonable losses, liabilities and costs arising from a third-party claim caused by:

1. unlawful Customer Data;
2. the Customer lacking the necessary rights or authority to provide Customer Data;
3. unlawful use of the Service by the Customer; or
4. a material breach of these Terms by the Customer.

This indemnity does not apply to the extent that the claim was caused by Signals’ own breach, negligence or wilful misconduct.

21. General terms

21.1 Changes to these Terms

We may update these Terms to reflect changes to the Service, law, regulation, security, suppliers, technology or our reasonable commercial requirements.

We will provide reasonable advance notice of material changes. Material changes will normally take effect from the Customer’s next subscription renewal unless earlier application is required by law or for urgent security reasons.

We may require the Customer to accept materially updated Terms before continuing to use the Service.

21.2 Notices

Notices to Signals must be sent to [email protected].

We may send notices to the email address associated with the Customer’s account or display them within the Service.

21.3 Assignment

The Customer may not transfer these Terms without our prior written consent.

Signals may transfer these Terms as part of a merger, financing, corporate reorganisation, sale of business or transfer of the Service, provided that this does not materially reduce the Customer’s rights.

21.4 Entire agreement

These Terms, together with any agreed order, the Data Processing Agreement and applicable plan description, form the entire agreement between the parties concerning the Service.

The Privacy Policy explains how we handle personal data in our own capacity but does not form part of the commercial contract except where these Terms expressly state otherwise.

21.5 Order of priority

If documents conflict, the following order applies:

1. a separately signed order or agreement;
2. the Data Processing Agreement for personal-data processing matters;
3. these Terms; and
4. the relevant pricing or plan description.

21.6 Severability and waiver

If part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect.

A delay or failure to enforce a right does not waive that right.

21.7 Relationship

Nothing in these Terms creates a partnership, agency, employment relationship or joint venture between the parties.

21.8 Third-party rights

A person who is not a party to these Terms has no right to enforce them under the Contracts (Rights of Third Parties) Act 1999.

21.9 Governing law

These Terms and any dispute or claim arising from them are governed by the laws of England and Wales.

The courts of England and Wales have exclusive jurisdiction.

22. Contact