Terms & Conditions

01Who we are & these terms

These Terms and Conditions (the "Terms") are a legal agreement between Artificial Ignorance Ltd, a company registered in England and Wales under company number 16414035 with its registered office at c/o Growth Accountants Ltd, Merlin House, Brunel Road, Reading RG7 4AB, United Kingdom, trading as Artificial Ignorance ("we", "us", "our"), and the business that subscribes to our services ("you", "your", the "Customer").

These Terms apply to every customer of the Artificial Ignorance platform. They govern your access to and use of our website, our AI agents, our voice infrastructure, our knowledge platform and every related service we provide (together, the "Service").

You accept these Terms when you do any of the following, whichever happens first: sign an order form, proposal or quotation that references them; click to accept them; pay an invoice for the Service; or begin using the Service. If you do not accept these Terms, you must not use the Service.

If we have signed a separate written agreement, order form or statement of work with you, and anything in that document conflicts with these Terms, that document takes priority for the conflicting point only. Everything else in these Terms continues to apply.

02Definitions

• "Agent" — an AI worker made available through the Service, including Carl, Mike, Penny, Sherlock, Rosa and Eva, and any agent we add later.
• "Brain" — the knowledge layer we build for you: your indexed documents, records and business context, made searchable and usable by the Agents.
• "Customer Data" — all data, content, documents, recordings, transcripts, records and materials you or your End Users upload to, generate in, or connect to the Service.
• "End User" — anyone who interacts with the Service through you, including your staff, your customers, your leads and your callers.
• "Module" — a discrete component of the Service you subscribe to, such as AI Voice, CRM, the Brain, an individual Agent, or the Full Stack bundle.
• "Output" — any content the Service generates, including replies, calls, transcripts, summaries, posts, articles, emails and recommendations.
• "Subscription" — your paid, recurring right to use the Modules set out in your order form.
• "Renewal Date" — the day each 30-day cycle of your Subscription renews.
• "Usage Charges" — consumption-based fees such as voice minutes, telephone numbers, messages sent and AI processing volume.

03The Service

Artificial Ignorance is a software-as-a-service platform. We build, host, configure and operate AI infrastructure for your business. Depending on the Modules in your order form, the Service may include:

• The Brain — ingestion and indexing of your business knowledge so the Agents can retrieve accurate, business-specific context.
• AI Voice — inbound and outbound voice agents that answer, qualify, book and follow up by telephone.
• CRM and workflow — pipelines, automations, calendars and communication tooling connected to your business systems.
• The Agents — Carl (support), Mike (social), Penny (outreach), Sherlock (SEO and content), Rosa (sales) and Eva (executive assistance), individually or together.
• Configuration, deployment and ongoing management of the above.

We provide the Service on a hosted, multi-tenant basis unless your order form says otherwise. We may improve, update, add to and refine the Service continuously. We will not make a change that materially reduces the core functionality of a Module you pay for without giving you notice under clause 26.

The Service is provided to businesses for business purposes. It is not offered to consumers.

04Eligibility & your account

To subscribe you must be at least 18 years old, acting for a business, and authorised to enter into these Terms on that business's behalf. If you accept these Terms for an organisation, you confirm you have that authority and you bind that organisation.

You are responsible for your account credentials and for everything done through your account, whether or not you authorised it. You must keep credentials confidential, use them only within your organisation, and tell us immediately at supportdesk@artificialignorance.io if you suspect unauthorised access.

You must give us accurate registration, billing and contact information and keep it current. We may refuse, suspend or close an account where information is false, incomplete or out of date.

05Onboarding & build phase

Most subscriptions begin with an onboarding and build phase in which we configure your Brain, connect your systems, train your Agents and deploy your infrastructure. Where your order form specifies a one-off setup, onboarding, build or implementation fee, that fee covers this work.

Setup and onboarding fees are non-refundable once the build work has started, because the work is performed specifically for you. This does not affect your statutory rights where they apply.

Onboarding depends on your cooperation. You agree to provide the documents, access, integrations, approvals, telephone numbers, brand assets and decisions we reasonably need, within reasonable timescales. Any go-live date we give is a good-faith estimate, not a contractual deadline, and shifts if the inputs we need are delayed.

06Subscription term — 30-day rolling

Because the cycle is 30 days rather than a calendar month, your Renewal Date moves forward through the calendar over time. Your invoices and account dashboard always show the current Renewal Date.

Annual and multi-month plans are available and are governed by the term stated on the relevant order form. Where an order form specifies an annual or fixed term, that term overrides this clause 6 for that Subscription and the plan does not benefit from 30-day rolling cancellation.

Adding a Module mid-cycle takes effect immediately and is charged pro rata for the remainder of the current 30-day cycle, then at the full rate from the next Renewal Date. Removing a Module takes effect at the next Renewal Date; we do not refund the unused part of a cycle.

07Fees, usage & payment

How we charge

Subscription fees are charged in advance on each Renewal Date, using the payment method on your account. Usage Charges are charged in arrears, either on the following Renewal Date or on a separate invoice.

You authorise us, and our payment processor, to charge your nominated card or direct debit for all fees as they fall due, on each Renewal Date, without further authorisation from you, until your Subscription ends and all sums are settled.

Usage-based charges

Some parts of the Service consume metered third-party resources. Where your plan includes an allowance, usage beyond that allowance is billed at the rates in your order form or current price list. Metered items typically include:

Our records of usage are the definitive record, absent manifest error. You are responsible for monitoring your own usage. We may, but are not obliged to, set usage caps or alerts.

Tax, late payment and price changes

All fees are exclusive of VAT and any other applicable taxes, which are added at the prevailing rate. Where you are required to withhold tax, you must gross up so we receive the full amount invoiced.

All fees are payable in the currency stated on your invoice. Fees are non-refundable except where these Terms expressly say otherwise, or where the law requires a refund.

If a payment fails or is not made when due, we may retry the payment method, charge interest at 4% per year above the Bank of England base rate accruing daily from the due date, recover reasonable costs of collection, and suspend the Service under clause 24. We will normally give you notice and a short window to fix a failed payment before suspending.

We may change our prices. For 30-day rolling subscriptions, we will give you at least 30 days' written notice before a price change takes effect, and the new price applies from the first Renewal Date after that notice period ends. If you do not accept a price change, your remedy is to cancel under clause 8 before it takes effect. Usage Charges that we pass through from telephony and infrastructure providers may change with shorter notice where those providers change their own rates.

08Cancellation

If you cancel with less than 7 days' notice before a Renewal Date, the next 30-day cycle may already have been billed. In that case your cancellation takes effect at the end of that cycle instead, and you keep access for it.

We do not provide partial or pro-rata refunds for a cycle that has started, for unused time, for unused allowances, or for periods in which you chose not to use the Service. This reflects the fact that there is no minimum term: you are never committed beyond the 30 days you have paid for.

We may cancel your Subscription for convenience by giving you 30 days' written notice. In that case we will refund any Subscription fee you have paid covering the period after the cancellation takes effect.

Cancelling does not waive any amount you already owe, including Usage Charges incurred up to the end date.

09Trials, pilots & demos

We may offer free trials, discounted pilots or demonstration environments. Unless we agree otherwise in writing, these are provided as-is, with no warranties and no service commitments, and we may change or withdraw them at any time.

Where a trial converts into a paid Subscription, the first 30-day cycle begins at the end of the trial and is charged then, unless you cancel before the trial ends. We will tell you the conversion date in advance.

Any configuration, data or Output created in a trial or demo environment may be deleted when that environment ends. Do not rely on it as a system of record.

10Your responsibilities

You are responsible for:

• the accuracy, quality, legality and completeness of Customer Data, including everything you put into the Brain;
• obtaining every consent, permission and legal basis needed for us to process Customer Data and for the Agents to contact your End Users;
• reviewing and approving how each Agent is configured, including its scripts, prompts, tone, escalation rules and the actions it is allowed to take;
• supervising Output before it is relied upon in any decision that has legal, financial, medical, safety or similarly significant consequences;
• your own compliance with the laws and regulations that apply to your industry;
• maintaining your own backups of anything you cannot afford to lose; and
• the acts and omissions of your End Users, as if they were your own.

11Acceptable use

You must not, and must not let anyone else, use the Service to:

• break any law, regulation or third-party right, or facilitate anyone else doing so;
• send unlawful marketing, spam, or bulk unsolicited communications of any kind;
• impersonate a real person in a way designed to deceive, or misrepresent an Agent as a specific named human being;
• generate or distribute content that is defamatory, harassing, hateful, obscene, deceptive or that promotes violence or self-harm;
• process special category personal data, children's data, payment card data or similarly sensitive data through the Service unless we have agreed it in writing and put appropriate safeguards in place;
• upload malware, attempt to gain unauthorised access, probe or test the security of the Service, or interfere with its operation;
• reverse engineer, decompile, scrape or attempt to derive the source code, models, prompts or architecture of the Service, except where the law expressly permits it;
• resell, sublicense, white-label or provide the Service to third parties, except under clause 17;
• use the Service to build, train or benchmark a competing product; or
• place load on the Service that is excessive, automated beyond normal use, or designed to circumvent usage metering.

We may investigate suspected breaches and take proportionate action, including removing content, restricting features, suspending the Service under clause 24, or terminating under clause 25.

12Voice, calling & messaging compliance

The Service can place and receive telephone calls and send messages on your behalf. You are the sender and the caller for legal purposes. You alone are responsible for compliance with the rules that govern electronic communications, including the Privacy and Electronic Communications Regulations, applicable Ofcom rules on automated calling and abandoned or silent calls, telephone preference services and do-not-call registers, and the equivalent rules in every other territory you call or message into.

You confirm that, for every contact the Service reaches on your behalf:

• you hold a valid legal basis and, where required, prior consent to call or message that person;
• you have screened the number against all applicable suppression, opt-out and preference lists;
• you will honour opt-out and do-not-contact requests promptly, and will configure the Service to do the same; and
• calling times, frequency and content comply with the rules of the destination territory.

Call recording and AI disclosure

Where the Service records, transcribes or analyses calls, you are responsible for giving all legally required notices to callers and for obtaining consent where consent is required. You must not disable, suppress or edit out any disclosure that the caller is speaking to an automated system where such disclosure is legally required or where we have configured it as a default.

We may refuse to enable, or may disable, outbound calling or messaging for any account where we reasonably believe it is being used non-compliantly. This right protects our infrastructure, our carriers and our other customers.

The indemnity in clause 23 applies in full to breaches of this clause 12.

13AI outputs & human oversight

The Service uses large language models, retrieval systems, speech recognition and speech synthesis. You should understand and accept the following.

• Output is probabilistic, not deterministic. The same input may produce different Output. Output can be incomplete, out of date or factually wrong, even when the Brain contains the correct information.
• Output is not advice. It is not legal, financial, tax, medical, regulatory or professional advice, and must not be presented to your End Users as such.
• Output is not guaranteed to be unique. Similar prompts by different customers may produce similar Output. We give no warranty that Output is original or that using it does not infringe a third party's rights.
• You must keep a human in the loop for any decision with legal or similarly significant effects on an individual, and for anything published in your name. Review before you rely.
• Automated decision-making. You must not configure the Service to make solely automated decisions producing legal or similarly significant effects on individuals unless you have satisfied yourself that a lawful basis and appropriate safeguards are in place.

As between you and us, and to the extent legally capable of ownership, you own the Output generated for your account, and we assign to you any rights we may have in it. This ownership is conditional on your account being current on all fees due.

Figures on our website and in our marketing describing time saved, cost avoided or return on investment are illustrative estimates based on typical scenarios. They are not a promise, forecast or warranty of the results you will achieve.

14Your data & who owns what

You own your Customer Data. We claim no ownership of it. You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, index, transmit, process, display and otherwise use Customer Data solely to provide, secure, support and improve the Service for you, and to comply with the law.

We do not use your Customer Data to train foundation models for the benefit of other customers, and we contract with our AI providers on terms intended to prevent them doing so. We may use aggregated, de-identified statistical information about how the Service is used — from which neither you, your End Users, nor your Customer Data can be identified — to operate, secure, benchmark and improve the Service.

On termination, clause 25 governs data export and deletion.

15Intellectual property

We own, or licence from our suppliers, all intellectual property rights in the Service. That includes the platform, the software, the Agents and their personas, the models and prompt architecture, the workflows and templates, our documentation, our brand names and logos including "Artificial Ignorance", and all improvements to any of it. Nothing in these Terms transfers any of those rights to you.

Subject to your compliance with these Terms and payment of all fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence to access and use the Service for your own internal business purposes during your Subscription.

If you send us feedback, suggestions or ideas about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use them without restriction and without owing you anything.

We may identify you as a customer and use your name and logo in our customer lists and marketing materials. You may withdraw that permission at any time by writing to supportdesk@artificialignorance.io.

16Third-party services

The Service integrates with, and depends on, third-party platforms: telephony carriers, AI model providers, CRM and calendar systems, messaging and social platforms, payment processors and cloud hosting. Your use of those platforms through the Service may also be subject to their own terms.

Where you connect a third-party account, you authorise us to access and exchange data with it as needed to deliver the Service, and you confirm you are entitled to grant that access.

We are not responsible for third-party services, their availability, their pricing, their changes, or their acts and omissions. If a third party changes, restricts, deprecates or withdraws a service, or changes its rates, we may need to change the affected part of the Service accordingly, and clause 26 applies.

17White-label & reseller terms

This clause applies only where your order form expressly grants white-label, agency or reseller rights.

• You may present the Service to your own clients under your own brand, and may resell it as part of your own offering.
• You contract with your clients in your own name, on your own terms, at your own prices, and you carry the commercial and credit risk of doing so. There is no contract between us and your clients.
• You remain fully liable to us for all fees for your account and for every act and omission of your clients and their end users, as if they were your own.
• Your client-facing terms and privacy notice must be at least as protective of us and of end users as these Terms, must impose equivalent acceptable-use and calling-compliance obligations, and must not make any representation, warranty or service commitment on our behalf that we have not given you in writing.
• You must not misrepresent the Service's capabilities, imply a partnership or endorsement beyond what your order form allows, or use our brand assets outside any guidelines we provide.
• For data protection purposes you are the controller or the processor in respect of your clients' data as the case may be, and we act on your instructions. You are responsible for the lawfulness of those instructions.
• Your white-label rights end automatically when your Subscription ends. You must then stop presenting the Service under your brand and migrate or wind down your clients.

18Data protection

Each party will comply with the UK GDPR, the Data Protection Act 2018 and, where applicable, the EU GDPR.

In respect of personal data contained in Customer Data, you are the controller and we are the processor. We will process that personal data only on your documented instructions, which these Terms and your configuration of the Service constitute, unless we are required to do otherwise by law.

In respect of your own account, billing and business-contact data, and our website, we are the controller. Our Privacy Policy explains that processing.

Our Data Processing Terms — covering the subject matter and duration of processing, security measures, sub-processors, assistance with data subject rights, breach notification, international transfers under the UK International Data Transfer Addendum and the EU Standard Contractual Clauses, audit and deletion — form part of these Terms and are available on request from supportdesk@artificialignorance.io. Where you require a signed standalone Data Processing Agreement, we will provide one.

You authorise us to appoint sub-processors to deliver the Service. We keep a current list of sub-processors, available on request, and we will give you reasonable notice of any intended new sub-processor so you can object on reasonable data protection grounds.

19Availability & support

We aim to make the Service available 99.5% of the time in each 30-day cycle, measured excluding the exclusions below. This is a target, not a guarantee, unless your order form contains a signed service level agreement with service credits.

The target excludes downtime caused by: planned maintenance notified in advance; emergency maintenance; failures of third-party services, carriers or model providers; your systems, integrations, configuration or network; suspension under clause 24; and force majeure under clause 27.

Support is provided by email to supportdesk@artificialignorance.io during our normal business hours, 9:00–17:30 UK time, Monday to Friday excluding English public holidays. We aim to acknowledge requests within one business day. Response and resolution times are targets, not commitments, unless your order form says otherwise.

Support covers the Service as configured by us. Work outside that scope — new builds, new integrations, substantial reconfiguration, migration or training beyond onboarding — is chargeable at our then-current rates and requires your approval before we start.

20Confidentiality

Each party may receive information from the other that is marked confidential or that a reasonable person would treat as confidential. Each party will keep the other's confidential information secret, use it only to perform these Terms, and disclose it only to those of its staff, contractors and professional advisers who need it and who are bound by equivalent obligations.

These obligations do not apply to information that is public through no breach, was already lawfully known, is independently developed, or is lawfully received from a third party. A party may disclose confidential information where required by law, regulation or court order, giving the other party notice where lawfully able to do so.

These obligations survive for three years after termination, and indefinitely for anything that constitutes a trade secret.

21Warranties & disclaimers

We warrant that we will provide the Service with reasonable skill and care, in accordance with these Terms, and in compliance with laws applicable to us as a provider of the Service.

Except as expressly stated in these Terms, and to the fullest extent permitted by law, the Service is provided "as is" and "as available", and we exclude all other warranties, conditions and terms, whether express, implied or statutory, including any implied terms of satisfactory quality, fitness for a particular purpose and non-infringement.

In particular, we do not warrant that: the Service will be uninterrupted, timely, secure or error-free; Output will be accurate, complete, current, lawful or suitable for your purposes; the Service will achieve any particular commercial result, revenue, conversion rate or cost saving; defects will be corrected; or the Service will be compatible with any specific third-party system.

22Limitation of liability

Nothing in these Terms limits or excludes either party's liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.

Subject to that, and to the fullest extent permitted by law:

• Neither party is liable for loss of profits, loss of revenue, loss of business, loss of anticipated savings, loss of goodwill or reputation, loss of opportunity, wasted expenditure, or loss of or corruption of data, in each case whether direct or indirect.
• Neither party is liable for indirect, special, incidental, consequential or punitive loss, however arising.
• Our total aggregate liability arising out of or in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total fees you actually paid us for the Service in the 12 months immediately before the event giving rise to the claim, or £5,000 if that is greater.
• We are not liable for any loss arising from Output you relied on without the human review required by clause 13, from your breach of clause 11 or clause 12, from Customer Data you were not entitled to provide, or from acts and omissions of third-party services under clause 16.

These limits do not apply to your obligation to pay fees, or to your liability under the indemnity in clause 23.

You accept that the allocation of risk in this clause is reflected in the price of the Service, and is reasonable given the 30-day rolling nature of the contract and your ability to exit at any cycle.

23Indemnity

You will indemnify us, and our officers, employees and contractors, against all claims, demands, proceedings, losses, damages, fines, penalties, costs and reasonable legal fees arising from or in connection with:

• Customer Data, including any claim that it infringes a third party's rights or was provided without the necessary rights or consents;
• your breach of clause 11 (acceptable use), clause 12 (calling and messaging compliance) or clause 17 (white-label and reseller);
• your use of Output, including publication, transmission or reliance on it;
• any regulatory action or complaint concerning communications sent on your behalf; and
• any claim brought by your End Users or, where clause 17 applies, by your clients.

We will notify you of any claim, give you reasonable control of the defence, and provide reasonable assistance at your cost. You may not settle a claim in a way that admits our liability or imposes obligations on us without our written consent.

24Suspension

We may suspend all or part of the Service, immediately and without liability, where: a payment is overdue; we reasonably believe there is a breach of clause 11 or clause 12; there is a security threat, compromise or unusual activity on your account; a carrier, regulator, model provider or other supplier requires it; or we are required to do so by law.

We will give you as much notice as is reasonably practicable and will restore the Service promptly once the cause is resolved. Suspension does not suspend your obligation to pay, except where the suspension is our fault.

25Termination & exit

Either party may terminate these Terms immediately by written notice if the other: commits a material breach that is incapable of remedy, or fails to remedy a remediable material breach within 14 days of written notice; or becomes insolvent, enters administration or liquidation, has a receiver appointed, or ceases to carry on business.

We may also terminate immediately where required by law or by a regulator, or where continuing to provide the Service would expose us to material legal or regulatory risk.

On termination or expiry:

• your right to access the Service ends immediately;
• all fees accrued up to the end date become immediately payable, including Usage Charges;
• we will, on written request received within 30 days of the end date, make Customer Data available to you for export in a commonly used machine-readable format. Export assistance beyond a standard export is chargeable;
• after that 30-day window we will delete or anonymise Customer Data within a further 60 days, except where we must retain it by law, for the establishment or defence of legal claims, or in routine backups which are overwritten on their normal cycle; and
• telephone numbers we procured on your behalf may be released unless you arrange porting before the end date.

Clauses 7, 11, 13, 14, 15, 20, 21, 22, 23, 25, 28 and 29 survive termination, together with any other clause that by its nature should survive.

26Changes to the Service or terms

We may amend these Terms. We will publish the updated version on this page with a new effective date and, where the change is material, notify you by email or in-app at least 30 days before it takes effect.

Because your Subscription is a 30-day rolling contract, changes take effect from the first Renewal Date after the notice period ends. Continuing to use the Service after that date means you accept the updated Terms. If you do not accept them, cancel under clause 8 before that Renewal Date.

Changes required by law, regulation or a regulator, and changes that do not materially disadvantage you, may take effect immediately.

27Force majeure

Neither party is liable for failure or delay in performing its obligations, other than payment obligations, caused by events beyond its reasonable control. These include acts of God, war, terrorism, civil unrest, epidemic or pandemic, government action, industrial action, failure of utilities, internet, telecommunications, carrier or cloud infrastructure, cyber attack, and failure or withdrawal of an essential third-party service. If the event continues for more than 30 days, either party may terminate on written notice.

28General

Entire agreement. These Terms, together with your order form and any document expressly incorporated, are the entire agreement between us and replace all previous discussions, proposals and representations. Neither party relies on any statement not set out in them. This does not limit liability for fraudulent misrepresentation.

Assignment. You may not assign or transfer these Terms without our written consent, not to be unreasonably withheld. We may assign or transfer them to an affiliate or in connection with a merger, acquisition or sale of assets.

Subcontracting. We may subcontract any of our obligations, and remain responsible for our subcontractors' performance.

No partnership. Nothing creates a partnership, joint venture, agency or employment relationship between us.

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

Severability. If any provision is held invalid or unenforceable, it is modified to the minimum extent necessary or severed, and the rest remains in force.

Waiver. A failure or delay in enforcing a right is not a waiver of it.

Notices. Notices to us go to supportdesk@artificialignorance.io and to our registered office. Notices to you go to the email address on your account. Email notices are deemed received on the next business day after sending.

29Governing law & disputes

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation, including non-contractual disputes and claims, are governed by and construed in accordance with the law of England and Wales.

The parties irrevocably agree that the courts of England and Wales have exclusive jurisdiction to settle any such dispute or claim.

Before starting proceedings, each party agrees to escalate the dispute to a senior representative and to attempt in good faith to resolve it within 30 days. This does not prevent either party seeking urgent injunctive relief at any time.

30Contact us

Questions about these Terms, your Subscription or your billing:

• Email — supportdesk@artificialignorance.io for support, billing and data protection
• Telephone — +44 2046 343169
• Post — Artificial Ignorance Ltd, c/o Growth Accountants Ltd, Merlin House, Brunel Road, Reading RG7 4AB, United Kingdom

Artificial Ignorance is a trading name of Artificial Ignorance Ltd, registered in England and Wales, company number 16414035. See also our Privacy Policy.