Terms of Service

1. About these terms

These Terms of Service ("Terms") govern your use of the website, products, and services provided by Maia Labs LTD ("we", "us", "our"), a company registered in England and Wales.

By accessing our website or purchasing our services, you agree to be bound by these Terms. If you do not agree, you must not use our services.

2. Our services

We provide AI-powered business solutions including but not limited to:

• AI Receptionist (voice AI call handling and appointment booking)
• Custom AI Agents (bespoke agent teams for business workflows)
• Business Automation (workflow automation and integrations)
• Data Analytics (AI-powered reporting and insights)
• Website Design (AI-assisted web development)
• Vertical AI Solutions (industry-specific packages for Healthcare, Retail, Finance, Hospitality, Knowledge Work, and Video)

3. Eligibility

Our services are intended for businesses and individuals aged 18 or over. By entering into a contract with us, you confirm that you have the authority to bind the business or organisation on whose behalf you are acting.

4. Orders and contracts

A contract between you and Maia Labs LTD is formed when we confirm acceptance of your order in writing (including email). All prices are quoted in GBP (£) and are exclusive of VAT unless stated otherwise. We reserve the right to update our pricing at any time, but changes will not affect existing contracts.

5. Setup and onboarding

Services requiring a setup fee will begin onboarding once the setup fee has been received. Estimated go-live timelines are provided in good faith but are not guaranteed. Delays caused by incomplete information or access from the client will not constitute a breach by us.

6. Payment terms

• Setup fees: payable in full before onboarding begins.
• Monthly fees: billed in advance on the same date each month. Payment is due within 7 days of invoice.
• Late payment: we reserve the right to charge interest on overdue amounts at 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
• Overage charges: where applicable (e.g. call minutes exceeding included allowance), these are billed monthly in arrears.

7. Free trials

Where a free trial is offered, you may cancel at any time during the trial period without charge. If you do not cancel before the trial expires, your subscription will automatically convert to a paid plan at the advertised rate. We will notify you before the trial ends.

8. Cancellation and refunds

• Monthly services (no minimum term): you may cancel at any time with 30 days' written notice. No refund is given for the current billing period.
• Services with a minimum term: if you cancel before the minimum term expires, you remain liable for the fees for the remainder of the minimum term.
• Setup fees: non-refundable once onboarding has commenced.
• Consumer rights: if you are a consumer, you have a 14-day statutory right to cancel from the date of contract formation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, unless the service has been fully performed with your prior express consent.

9. Your obligations

You agree to:

• Provide accurate and complete information required for us to deliver the services.
• Ensure you have the necessary rights and permissions for any data, content, or materials you provide to us.
• Not use our services for any unlawful purpose or in violation of any applicable laws or regulations.
• Not attempt to reverse-engineer, copy, or resell our AI models, software, or proprietary technology.
• Comply with all applicable data protection legislation when using our services to process personal data of your own customers.

10. Intellectual property

All intellectual property rights in our website, AI models, software, and service materials belong to Maia Labs LTD or our licensors. You are granted a limited, non-exclusive, non-transferable licence to use our services for the duration of your subscription.

Content, data, and materials you provide to us remain your property. You grant us a licence to use them solely for the purpose of delivering the agreed services.

11. Data protection

We process personal data in accordance with our Privacy Policy and applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018. Where we process personal data on your behalf (as a data processor), we will enter into a Data Processing Agreement with you.

12. AI service disclaimers

• Our AI services are tools designed to assist your business operations. They do not replace professional advice (legal, medical, financial, or otherwise).
• While we strive for high accuracy, AI outputs may occasionally contain errors. You are responsible for reviewing and verifying AI-generated content before acting on it.
• AI Receptionist call handling follows scripts and knowledge bases you approve. We are not liable for outcomes resulting from incorrect or incomplete information provided during onboarding.

13. Service levels and availability

We aim to provide 99.9% uptime for our AI services. Scheduled maintenance will be communicated in advance where practicable. We are not liable for downtime caused by factors outside our reasonable control, including third-party service outages, internet connectivity issues, or force majeure events.

14. Limitation of liability

• Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
• Subject to the above, our total aggregate liability under or in connection with these Terms shall not exceed the total fees paid by you in the 12 months preceding the claim.
• We shall not be liable for any indirect, consequential, or special losses, including loss of profit, loss of revenue, loss of data, or loss of business opportunity.

15. Indemnity

You agree to indemnify and hold harmless Maia Labs LTD, its directors, employees, and agents from any claims, losses, or damages arising from your breach of these Terms, your misuse of our services, or your violation of any applicable law.

16. Confidentiality

Both parties agree to keep confidential any information designated as confidential or that would reasonably be understood to be confidential. This obligation survives termination of the contract for a period of 2 years.

17. Termination

We may suspend or terminate your access to our services immediately if:

• You breach any material term of these Terms.
• You fail to pay any amount due within 14 days of a payment reminder.
• You become insolvent, enter administration, or cease to trade.

Upon termination, all rights granted to you under these Terms cease. We will provide a reasonable period (minimum 30 days) for you to retrieve your data, after which it may be deleted.

18. Force majeure

Neither party shall be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond the reasonable control of that party, including but not limited to natural disasters, pandemics, government actions, power failures, internet outages, or cyber-attacks.

19. Changes to these terms

We may update these Terms from time to time. We will notify you of material changes at least 30 days in advance. Continued use of our services after changes take effect constitutes acceptance of the updated Terms.

20. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

21. Contact

For any questions about these Terms, please contact us at:

• Email: info@maialabs.net
• Company: Maia Labs LTD