CIPHER LEADS
TERMS & CONDITIONS
Last updated: September 2026
These Terms & Conditions govern the provision of services by Cipher Leads to business customers. By purchasing or using the Services, the Client agrees to these Terms & Conditions.
1. About These Terms
1.1 These Terms & Conditions form an agreement between Cipher Leads ("Cipher Leads", "we", "us" or "our") and the business purchasing our Services ("Client", "you" or "your").
1.2 The Client confirms that it is entering into this agreement for purposes relating to its business, trade or profession and not as a consumer.
1.3 The Services are provided as a managed service. Cipher Leads builds, configures, maintains and manages the underlying AI receptionist, workflows, automations and integrations on the Client's behalf.
2. The Services
2.1 Cipher Leads provides AI-powered receptionist services designed primarily for beauty, aesthetic and other service-based businesses.
2.2 Depending on the package purchased, the Services may include answering customer enquiries, providing clinic-specific information, treatment information, pricing and FAQs, qualifying enquiries, capturing lead information, checking appointment availability, booking appointments, connecting to calendars and other third-party services, sending booking or enquiry notifications and confirmations, and recording lead and appointment information.
2.3 The exact Services provided will depend on the package and scope agreed at the time of purchase.
2.4 Our current packages may include:
Cipher AI — From £750 setup + £250 per month.
Cipher AI + Booking — From £1,500 setup + £500 per month.
These are starting prices. The final price may vary depending on the Client's requirements, integrations, level of customisation and scope of work. The final price will be confirmed to the Client before purchase.
2.5 Cipher Leads may update or change features, functionality or underlying technology where reasonably necessary to maintain, improve or develop the Services.
3. Setup & Onboarding
3.1 Any applicable setup fee is payable in full before setup work begins.
3.2 Cipher Leads will begin setup following receipt of the setup fee and the information and access reasonably required from the Client.
3.3 The expected setup timeframe will be communicated to the Client before or during onboarding.
3.4 Typical setup is expected to take approximately 3–7 days, but the actual timeframe may vary depending on the complexity of the Service and how quickly the Client provides the information, approvals and access required.
3.5 The Client agrees to provide accurate, complete and up-to-date information and reasonable access required to configure and deliver the Services.
3.6 Cipher Leads is not responsible for delays caused by the Client's failure to provide required information, approvals, access or cooperation.
4. Setup Fee & Refund Protection
4.1 The setup fee covers the work required to configure, customise and prepare the AI receptionist and associated systems for the Client.
4.2 Once Cipher Leads has commenced setup or development work, the setup fee is generally non-refundable.
4.3 However, if Cipher Leads receives the setup fee and subsequently fails to deliver the agreed Service, the Client may request a refund of the setup fee, provided that the Client has supplied the information, approvals and access reasonably required, has not prevented or materially delayed delivery, and the failure relates to Cipher Leads' failure to deliver the agreed Service rather than a third-party service or circumstance outside Cipher Leads' reasonable control.
4.4 This provision is intended to give the Client confidence that the setup fee is being paid for a genuine service that Cipher Leads is required to deliver, while recognising that setup and development work involves time and resources.
5. Monthly Subscription
5.1 Where the Client purchases a monthly subscription, the applicable monthly subscription fee will be confirmed before purchase.
5.2 The monthly subscription provides ongoing access to and management of the agreed Services.
5.3 The monthly subscription may include ongoing management, maintenance, monitoring, optimisation, troubleshooting, reasonable minor content or configuration updates, and reasonable improvements to the existing Service.
5.4 Reasonable minor updates may include changes to treatment information, pricing, FAQs, opening hours or similar updates to existing functionality.
5.5 Major new features, substantial redevelopment, new integrations or work outside the agreed scope may be charged separately. Where applicable, Cipher Leads will agree the additional cost with the Client before beginning that work.
6. 14-Day Money-Back Guarantee
6.1 The Client may cancel the monthly subscription within 14 days of the AI receptionist going live.
6.2 Where the Client cancels within this 14-day period, Cipher Leads will refund the applicable first monthly subscription payment.
6.3 The 14-day guarantee applies to the monthly subscription and does not automatically provide a right to a refund of setup or development fees where setup or development work has already commenced.
6.4 The 14-day period begins when the agreed AI receptionist is made live and available for use by the Client.
7. Cancellation
7.1 The Client may cancel its monthly subscription at any time by contacting Cipher Leads.
7.2 Unless otherwise agreed, cancellation will take effect at the end of the Client's current paid monthly billing period.
7.3 No long-term minimum subscription period applies unless expressly agreed in writing.
7.4 Cancellation does not remove any payment obligations that have already become due.
8. Changes to Pricing
8.1 Cipher Leads may update its subscription pricing from time to time.
8.2 If Cipher Leads increases the Client's subscription price, Cipher Leads will provide at least 30 days' notice before the new price takes effect.
8.3 The Client may cancel its subscription before the new price takes effect.
8.4 Changes to pricing will not affect amounts already paid for the period before the new price takes effect.
9. Payment & Non-Payment
9.1 All fees must be paid by the payment method agreed between Cipher Leads and the Client.
9.2 If a payment is overdue, Cipher Leads may suspend the Services until the outstanding amount has been paid.
9.3 Suspension of the Services does not remove or reduce amounts already owed by the Client.
9.4 If an overdue payment remains unpaid for a reasonable period after the Client has been notified, Cipher Leads may terminate the agreement.
10. Client Responsibilities
10.1 The Client is responsible for providing accurate and up-to-date information about its business, treatments, prices, opening hours, policies, booking requirements and other information used by the AI receptionist.
10.2 The Client is responsible for promptly notifying Cipher Leads of any material changes to information used by the AI receptionist.
10.3 The Client must provide reasonable access, information and cooperation required to set up and operate the Services.
10.4 The Client remains responsible for its own website, calendar, booking system, email accounts and other third-party accounts connected to the Services.
10.5 The Client is responsible for ensuring that its use of the Services complies with applicable laws, regulations and professional requirements relevant to its business.
11. AI, Medical & Clinical Information
11.1 The AI receptionist is an administrative and informational tool and is not a medical professional.
11.2 The AI receptionist is not intended to provide medical diagnosis, treatment recommendations or personalised medical advice.
11.3 The Client is responsible for ensuring that the information and content supplied to Cipher Leads is accurate and appropriate for use by its patients and for making all clinical decisions.
11.4 The Client must not rely on the AI receptionist as a substitute for professional medical assessment or advice.
11.5 Cipher Leads does not guarantee that AI-generated responses will always be completely accurate or error-free.
11.6 Where the AI receptionist is unable to confidently answer a question, it is designed to direct the user to the Client or an appropriate professional where reasonably appropriate.
11.7 Cipher Leads will take reasonable steps to improve and maintain the AI receptionist, but cannot guarantee that every response, qualification or booking will always be completely accurate or error-free.
12. Appointments & Bookings
12.1 Where the Services include appointment booking, Cipher Leads will use reasonable efforts to check availability information provided by the Client's connected calendar or booking system.
12.2 The Client remains responsible for maintaining accurate calendars, availability, appointment durations, opening hours and booking rules.
12.3 Cipher Leads does not guarantee that a patient will attend an appointment, pay for an appointment, purchase a treatment or achieve any particular business or financial result.
12.4 The Client remains responsible for managing appointments, contacting patients where necessary and determining whether a particular patient is suitable for a treatment.
13. Third-Party Services
13.1 The Services may rely on third-party platforms and services, including hosting, AI, automation, calendar, email, payment and other technology providers.
13.2 Cipher Leads will take reasonable steps to maintain the Services, but cannot guarantee uninterrupted availability where an issue is caused by a third-party service outside its reasonable control.
13.3 Cipher Leads is not responsible for failures, outages, changes, restrictions or discontinuation of third-party services that materially affect the Services.
13.4 Where reasonably possible, Cipher Leads will work to restore or adapt the Service following a third-party issue.
14. Data Protection
14.1 Each party will comply with applicable data protection and privacy laws.
14.2 Where Cipher Leads processes personal data on behalf of the Client, the Client will generally act as the data controller and Cipher Leads will act as a data processor for that processing, subject to the particular circumstances of the processing.
14.3 Where required, the parties will enter into a separate Data Processing Agreement (DPA) governing the processing of personal data.
14.4 The DPA forms part of the contractual arrangements between the parties in relation to applicable personal data processing.
14.5 The Client is responsible for ensuring that it has an appropriate lawful basis for collecting and using personal data through the Services and for providing any privacy information required by law.
15. Intellectual Property
15.1 The Client retains ownership of information, branding, materials, content, pricing, treatment information and other materials supplied by the Client.
15.2 The Client grants Cipher Leads permission to use those materials as reasonably necessary to provide and manage the Services.
15.3 Unless otherwise agreed in writing, Cipher Leads retains ownership of its underlying systems, software configurations, workflows, automations, prompts, templates, methods, processes, technical configurations and other intellectual property used to provide the Services.
15.4 The Client receives the right to use the finished Service for its own business during the period in which it is subscribed to the Services.
15.5 The Client does not acquire ownership of Cipher Leads' underlying systems or infrastructure by purchasing the Services.
16. Confidentiality
16.1 Each party agrees to keep confidential information received from the other party confidential and to use it only for purposes connected with the business relationship.
16.2 This obligation does not apply to information that is already publicly available, becomes publicly available through no breach of these Terms, was lawfully known by the receiving party before disclosure, or must be disclosed by law or a competent authority.
17. Service Improvements
17.1 Cipher Leads may update, modify, test and improve the AI receptionist and its underlying systems from time to time.
17.2 Such changes may include improvements to prompts, workflows, responses, integrations, configuration, safety measures and performance.
17.3 Cipher Leads will use reasonable efforts to ensure that such changes do not materially reduce the agreed functionality of the Service.
18. Suspension & Termination by Cipher Leads
18.1 Cipher Leads may suspend or terminate the Services where reasonably necessary because of serious breach of these Terms, fraudulent or unlawful use, non-payment, misuse of the Services, a serious security risk, or circumstances where continuing to provide the Services would be unlawful or expose Cipher Leads to significant risk.
18.2 Where reasonably possible, Cipher Leads will notify the Client before suspension or termination and provide an opportunity to remedy the issue.
18.3 Termination does not affect rights or payment obligations that arose before termination.
19. Effect of Termination
19.1 Following termination, the Client's access to the managed Service will end unless otherwise agreed.
19.2 Where applicable, Cipher Leads will return or delete Client personal data in accordance with the applicable Data Processing Agreement and data protection requirements.
19.3 Cipher Leads may retain information where required by law or where reasonably necessary for legitimate legal, accounting, dispute-resolution or record-keeping purposes.
19.4 Termination does not transfer ownership of Cipher Leads' underlying systems, workflows, prompts, automations, software configuration or intellectual property to the Client.
20. No Guarantee of Business Results
20.1 Cipher Leads provides technology and managed services intended to help businesses respond to and manage enquiries more effectively.
20.2 Cipher Leads does not guarantee any particular number of enquiries, leads, bookings, patients, sales, revenue or return on investment.
20.3 Business results may depend on factors outside Cipher Leads' control, including website traffic, advertising, demand, pricing, clinic reputation, treatment availability, staff performance and patient behaviour.
21. Liability
21.1 Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.
21.2 Subject to clause 21.1, Cipher Leads' total aggregate liability to the Client arising out of or in connection with the Services or these Terms will be limited to the total fees paid or payable by the Client to Cipher Leads during the 12 months immediately preceding the event giving rise to the claim.
21.3 Subject to clause 21.1, Cipher Leads will not be liable for indirect or consequential loss, or for loss of profit, revenue, business opportunity, goodwill or anticipated savings.
21.4 Cipher Leads will not be responsible for losses caused by inaccurate, incomplete or outdated information supplied by the Client, failures of third-party services outside Cipher Leads' reasonable control, or the Client's misuse of the Services.
21.5 The limitations in this section are intended to reflect the commercial nature and value of the Services and the risks reasonably foreseeable by both parties.
22. Events Outside Our Reasonable Control
22.1 Cipher Leads will not be responsible for failure or delay caused by circumstances outside its reasonable control.
22.2 This may include major failures or outages affecting third-party platforms, internet or telecommunications failures, cyber incidents affecting third-party infrastructure, changes to third-party services, natural disasters, government action, or other events that could not reasonably have been prevented or overcome.
22.3 Cipher Leads will take reasonable steps to minimise the effect of such events and restore the Services where reasonably possible.
23. Marketing & Use of Client Name
23.1 Cipher Leads will not use the Client's name, logo or branding publicly for marketing purposes without the Client's permission.
23.2 Where permission is provided, the Client may withdraw that permission by contacting Cipher Leads.
24. Changes to These Terms
24.1 Cipher Leads may update these Terms from time to time to reflect changes to the Services, technology, legal requirements or business operations.
24.2 Where a change materially affects the Client's rights or obligations, Cipher Leads will provide reasonable notice before the updated Terms apply, where reasonably practicable.
24.3 The version of the Terms accepted by the Client at the time of purchase will continue to apply to the relevant Service unless updated in accordance with this section.
25. General
25.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
25.2 A failure by either party to enforce a provision of these Terms does not mean that party has waived its right to enforce that provision later.
25.3 The Client may not transfer or assign its rights or obligations under these Terms without the prior written consent of Cipher Leads, except where required by law.
25.4 These Terms, together with any agreed order, pricing confirmation and applicable Data Processing Agreement, form the agreement between the parties in relation to the Services.
26. Governing Law
26.1 These Terms and any dispute or claim arising from them will be governed by the laws of England and Wales.
26.2 The courts of England and Wales will have jurisdiction over disputes arising from or in connection with these Terms.
27. Contact
For questions regarding these Terms or the Services:
Cipher Leads
Email: contact@cipherleads.com
© 2026 Cipher Leads. All rights reserved.