Service & Free Trial Terms

1. Provider, business use and contract documents

The service is provided by Mateusz Ryszard Drozd, sole trader trading as Lorenwick Systems. These terms apply to the managed enquiry service configured for the client business.

The service is supplied for business use only. By accepting these terms, the client confirms that it is entering into the agreement wholly or mainly for purposes relating to its trade, business, craft or profession and that the person accepting is authorised to bind the client business.

The service agreement consists of these Service & Free Trial Terms, the incorporated Data Processing Agreement, the accepted order or trial configuration, and the approved Business Blueprint. If there is a direct conflict, the Data Processing Agreement prevails for processor obligations and a specific written order prevails for agreed commercial particulars such as price or billing period.

2. Free trial

The standard V1 trial lasts 14 days from confirmed go-live or 50 genuine customer enquiry sessions, whichever happens first. Setup activity and Lorenwick-controlled internal testing do not count as genuine customer enquiry sessions.

There is no setup fee, no card is required for the trial, and there is no automatic paid conversion. Paid continuation requires an active agreement. The current standard continuation price is £99 per month, month-to-month, unless a different written order is agreed.

3. What V1 does

Lorenwick may collect enquiry details, ask approved follow-up questions, classify and structure enquiries, provide bounded routine responses, flag uncertainty or urgency, and hand enquiries to the client business.

V1 does not automatically set or confirm prices, confirm appointment availability, create binding bookings, provide regulated professional advice, or make decisions producing legal or similarly significant effects.

4. Automated processing and disclosure

The client authorises Lorenwick to use automated and AI-assisted processing within the agreed configuration. Automated customer conversations must make clear that an automated enquiry assistant is involved and that human staff confirm prices, availability and bookings.

5. Client responsibilities

• Provide accurate business information and operational rules and keep them up to date.
• Review escalated or uncertain enquiries.
• Maintain lawful customer-facing privacy information and a lawful basis for customer processing.
• Protect its provider accounts and promptly report suspected compromise or incorrect configuration.
• Not instruct Lorenwick to perform unlawful marketing or other unlawful processing.

6. V1 scope restrictions

V1 is not approved for health, legal, financial or other materially higher-risk sectors without a fresh Lorenwick privacy/legal review.

The client must not deliberately use the service to collect passwords, access tokens, recovery codes, full payment-card data, bank-account credentials, government identity-document numbers, or unnecessary sensitive personal data.

7. Third-party services

The service depends on third-party messaging, hosting, authentication, AI and automation platforms. Lorenwick does not guarantee uninterrupted availability of those third-party services. Provider outages, permission changes or API changes may temporarily limit a channel.

8. Data protection

The client is normally controller for its end-customer enquiry data and Lorenwick normally acts as processor. The Lorenwick Data Processing Agreement is incorporated into these terms wherever Lorenwick processes personal data on the client's behalf.

The default V1 live end-customer enquiry retention period is 90 days unless the client instructs a shorter period or a justified different period is agreed in writing.

At termination, Lorenwick will provide reasonable return/export support where requested and delete live client-controlled customer data within 30 days, subject to legal obligations and unavoidable provider backup-expiry periods.

9. Sub-processors

The client gives general written authorisation for Lorenwick to use sub-processors needed to provide the agreed service. Lorenwick will maintain a current sub-processor record and provide notice of material changes where required under the Data Processing Agreement.

10. Security and confidentiality

Lorenwick will maintain technical and organisational measures proportionate to V1, including tenant isolation, server-side secrets, access controls, minimised logging, duplicate suppression, human takeover and retention/deletion controls.

Each party must protect the other's non-public business information and use it only as necessary to perform the service, except where disclosure is required by law.

11. Intellectual property and customer data

Each party retains its pre-existing intellectual property. The client retains rights in its business information and customer data. Lorenwick retains rights in its software, workflows, designs, templates and know-how.

Lorenwick does not acquire the right to train models or build unrelated cross-client datasets from client customer-message content.

12. Suspension and termination

Lorenwick may suspend automation where reasonably necessary for security, suspected unauthorised access, legal/compliance risk, provider failure, unsafe configuration or misuse. Where practical, Lorenwick will inform the client and restore safe service when the issue is resolved.

On termination, automation is disabled, connected access is revoked or disconnected where applicable, agreed data return/export is completed, and client-controlled live customer data is deleted under the Data Processing Agreement and offboarding procedure.

13. Fees, invoicing and service outcomes

No fee applies to the standard free trial. Paid fees are payable as stated in the agreed order or invoice. If no different payment date is stated, an invoice is due within 30 days of the invoice date.

Unless stated otherwise, quoted fees are exclusive of any VAT or other tax that Lorenwick is legally required to charge. Lorenwick may exercise applicable statutory rights in relation to overdue business payments, including statutory interest and recovery costs where the law permits.

Lorenwick is an operational enquiry-management service and does not guarantee revenue, conversion, bookings or any particular commercial outcome. The client remains responsible for final prices, quotations, availability, bookings and regulated/professional advice.

14. Liability

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.

Subject to that, the parties acknowledge that V1 is a managed operational tool, that third-party platforms may fail or change, and that the client retains responsibility for final business decisions including prices, quotations, availability, bookings and regulated/professional advice.

No fixed monetary liability cap is set in this V1 standard form at this stage. Any agreed liability cap or additional exclusion must be stated in a written order or later version of these terms and must remain subject to applicable law and the reasonableness requirements that apply to business standard terms.

15. Events outside reasonable control

Neither party is responsible for delay or failure caused by events outside its reasonable control, including widespread provider outages, internet or telecommunications failures, changes imposed by third-party platforms, acts of government, severe infrastructure incidents or similar events, provided the affected party uses reasonable efforts to reduce the impact and resume performance.

16. Notices

Operational notices may be sent using the agreed business contact details. Formal notices under the agreement may be sent by email to the most recently notified business/legal contact address. The client must keep its contact details current.

17. Assignment and relationship

The client may not transfer the agreement to another person or business without Lorenwick's written consent, not to be unreasonably withheld where the transfer is part of a genuine business reorganisation. Lorenwick may transfer the agreement as part of a legitimate business restructuring provided this does not materially reduce the client's contractual protections.

Nothing in the agreement creates a partnership, employment relationship, fiduciary relationship or agency authorising either party to bind the other, except to the limited extent expressly agreed for data processing or technical platform administration.

18. Entire agreement, changes, waiver and severability

The contract documents identified in section 1 form the entire agreement about the service and replace prior statements on the same subject, except that nothing limits liability for fraud or fraudulent misrepresentation.

A material contractual change must be agreed or notified in accordance with the applicable service arrangement. A failure or delay in enforcing a right is not a waiver of that right.

If a court finds one provision invalid or unenforceable, the remaining provisions continue in effect so far as legally possible.

19. Third-party rights

Except where the Data Processing Agreement or another written term expressly states otherwise, a person who is not a party to the service agreement has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

20. Governing law

These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, subject to any mandatory applicable rights.

21. Contact

Business/legal contact: admin@lorenwick.co.uk.