Terms & Conditions

By creating an account, purchasing a subscription, or otherwise using our Service, you confirm that:

• You are at least 18 years old and have the legal authority to enter into this agreement (on your own behalf, or on behalf of the business you represent).
• The information you provide to us is accurate and current.
• You have read and accept these Terms, our Privacy Policy, and our Refund Policy — which together form the entire agreement between us.

In these Terms, the following words have specific meanings:

Fluis sells outcomes, not features. Our commercial model is No Bookings, No Bill. What that means in practice:

• A fixed monthly fee for the plan you signed up to. No surprise charges.
• No setup fee, ever. Onboarding work is included in your monthly fee.
• Zero Bookings in a month means that month is free. If the Service creates no Bookings in a calendar month, we refund your fee for that month in full.
• You are billed as normal, and the money comes back. We do not skip the invoice. We take the fee on your usual date and refund it once the month closes with zero Bookings. There is nothing for you to claim.
• A Booking is an appointment created on your connected calendar. A no-show still counts as a Booking.
• Local SEO is the exception. Ranking work cannot be measured in Bookings, so Local SEO carries the Visibility Promise instead. See Refund Policy §3. When Local SEO is bought together with Full Business Setup as the bundle, No Bookings, No Bill applies to the whole bundle fee and the Visibility Promise applies on top.
• Full Business Setup and the AI Receptionist are month to month. Cancel any month, no termination fee. Any plan that includes Local SEO has a six-month Minimum Term, then continues month to month. Early-exit terms are in §10 and in Refund Policy §7.
• You own everything. All Client Data, content, and outputs produced for you are owned by you (see §6).

The full mechanics — how a Booking is counted, which Services the promise covers, the Visibility Promise, exclusions, and how a refunded month is reported — are set out in our Refund Policy, which is incorporated into these Terms by reference.

All published prices on this site are in British Pounds (GBP, £) and are billed monthly in advance unless your written agreement says otherwise.

Specifically:

• Your subscription begins on the day we activate your Service. Your first monthly fee is invoiced on or before that day.
• Subsequent monthly fees are invoiced on the same calendar day of each month (or the last day of the month if that day does not exist, e.g. 31st).
• Payment is due on receipt of the invoice unless otherwise stated. Persistent late payment may result in suspension of the Service (see §10).
• VAT. Prices are stated exclusive of VAT unless explicitly marked "VAT inclusive". Where VAT applies, it will be added at the prevailing UK rate to invoices issued to UK businesses.
• Plans and prices. Full Business Setup £197 a month. Local SEO £497 a month. Full Business Setup together with Local SEO (the bundle) £697 a month, in which the Full Business Setup work is included for as long as the bundle is active. AI Receptionist (Chat) £97 a month and AI Receptionist (Voice) £147 a month, whether added to a plan or taken alone. All prices exclusive of VAT.
• No setup fees. We do not charge any setup, onboarding, or activation fee at any tier.
• Price changes. We may change the published price of a Service from time to time. Any change to your fixed monthly fee will be notified in writing at least 30 days in advance and will take effect at your next renewal — never mid-cycle.
• Minimum Term. Any Subscription that includes Local SEO (Local SEO alone, or the bundle) runs for a Minimum Term of six months from your first invoice date. After the Minimum Term it continues month to month. A month refunded under No Bookings, No Bill, or a no-charge month under the Visibility Promise, does not shorten the Minimum Term.

The promise described in §2 applies month by month, for as long as you are an active client. In summary:

• In any calendar month where the Service creates zero Bookings, we refund your fee for that month in full. You do not need to ask, claim, or qualify for it.
• The refund is automatic. We calculate it when the month closes and return it to the payment method you paid from. There is nothing to claim and nothing for us to clawback.
• A Booking is an appointment created on your connected calendar. A no-show still counts as a Booking. The calendar and the reporting source are named in your service brief.
• Local SEO alone is not covered by the Bookings count. It carries the Visibility Promise instead. See Refund Policy §3. The bundle of Full Business Setup and Local SEO is covered, on its whole fee.
• A refunded month changes nothing else. It does not end your subscription, raise your future price, or alter these Terms.

How a Booking is counted, which Services the promise covers, the Visibility Promise, the limited exclusions, and how a refunded month is reported to you are set out in detail in our Refund Policy. That policy is incorporated into these Terms.

You agree to use the Service lawfully and in good faith. Specifically, you agree not to:

• Use the Service for any unlawful purpose, including to send spam, phishing, harassment, defamation, or content that infringes intellectual property rights.
• Use the Service to process personal data without a valid lawful basis, or in breach of UK GDPR, PECR, or applicable consumer-protection law.
• Use AI Communications features (AI Receptionist (Voice), AI Receptionist (Chat), automated email) to send unsolicited marketing without first obtaining proper consent or relying on a valid soft opt-in.
• Attempt to gain unauthorised access to our systems, decompile or reverse-engineer the Service, or interfere with its operation (including via denial-of-service attacks).
• Resell, sublicense, or white-label the Service to third parties without a separate written agreement with Fluis.
• Provide false or misleading information when signing up, or impersonate another person or business.

You are responsible for keeping your account credentials confidential and for everything done from your account. Notify us at legal@fluis.ai (falls back to hello@fluis.ai) as soon as you become aware of any unauthorised access or use.

You own your stuff. All Client Data, content, brand assets, contacts, and outputs we produce for you under your subscription belong to you. You have a perpetual right to export them at any time, including after termination (see §10). We do not retain any ownership claim over the website pages, chat copy, voice scripts, SEO content, CRM contacts, or campaign assets we deliver to you.

We own our methodology. The underlying software, AI training pipelines, internal tooling, playbooks, templates, and methodologies we use to deliver the Service remain our intellectual property. Nothing in these Terms transfers ownership of those to you. We grant you a non-exclusive, non-transferable licence to use the Service for the duration of your subscription.

Third-party content. Where we incorporate third-party content (stock imagery, fonts, open-source software) into a deliverable, we will only use materials we have a valid licence to use. Some assets (e.g. stock imagery) may carry their own licence terms that pass through to you.

Reusable building blocks. We may incorporate non-confidential, generalised improvements derived from our work for you into our internal tooling for the benefit of future clients. We will never reuse your Client Data, brand, or confidential business information without your written permission.

Several of our Service components are powered by large language models and other AI systems. AI Output (transcripts, summaries, qualifying notes, draft content, recommendations) can be incomplete, out of date, or factually wrong — a phenomenon commonly referred to as "hallucination".

You acknowledge and agree that:

• AI Output is provided as-is and without warranty of accuracy, completeness, or fitness for any specific decision-making purpose.
• You are responsible for keeping a competent human in the loop for any decision that depends on AI Output — including (but not limited to) booking calls, approving content, sending emails, or pricing work.
• Fluis is not liable for any loss arising from your or your end-users' decision to act on AI Output without human review.
• We will configure our AI providers to refuse content that is plainly unlawful or harmful where the platform supports such guardrails, but no automated filter is perfect; you remain responsible for the use of the Service.

This disclaimer does not exclude any liability we cannot exclude by law (see §8).

Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be limited or excluded under UK law.

Subject to that:

• Our total aggregate liability to you arising out of or in connection with the Service in any contract year is capped at the total fees paid by you to us in the 12 months immediately preceding the event giving rise to the claim.
• We are not liable for any indirect, consequential, or special loss; lost profits; lost revenue; lost data; loss of goodwill; or wasted management time.
• We are not liable for any failure or delay in performing the Service to the extent it is caused by an event outside our reasonable control (force majeure), including outages of our sub-processors named in the Privacy Policy §6.

The No Bookings, No Bill promise (see Refund Policy) is in addition to, and not in substitution for, the liability framework in this section.

How we handle personal data is set out in our Privacy Policy, which forms part of these Terms.

Controller / processor roles. Where you are a paying client using the Service to process personal data about your own customers, leads, or staff, we act as your data processor for that data and you are the controller. Our standard Data Processing Agreement ("DPA") sets out the processor terms required by Article 28 UK GDPR and is incorporated into these Terms; a current copy is available on request to privacy@fluis.ai.

Confidentiality. Each party will keep the other party's confidential information confidential and only use it for the purpose of performing this agreement. Confidential information does not include information that is or becomes public through no fault of the receiving party, or that the receiving party can show it lawfully held before disclosure.

Encryption. Personal data we process is encrypted in transit and at rest. AI Receptionist (Voice) recordings and chat transcripts auto-delete after 90 days by default. See Privacy Policy §5 and §8.

Your Subscription continues month to month unless it includes Local SEO, in which case it runs for the Minimum Term (§3) and then month to month, unless terminated as set out below.

How to cancel. Cancel via your account dashboard, by emailing billing@fluis.ai (falls back to hello@fluis.ai), or in writing to our registered office. For Full Business Setup alone and for the AI Receptionist, cancellation takes effect at the end of your current paid month, with no termination fee and no clawback of the month you have paid for.

Leaving a Local SEO plan before the Minimum Term ends. If you cancel the bundle (Full Business Setup with Local SEO) before the end of the Minimum Term, a one-off early-exit charge of £197 is payable for the Full Business Setup work that was included. If you cancel Local SEO alone before the end of the Minimum Term, the monthly fees for the remaining months of the Minimum Term become payable. In both cases your Subscription ends at the end of the current paid month and nothing else is owed. After the Minimum Term, cancellation works as for Full Business Setup above.

We may suspend the Service with reasonable notice if you are in material breach of these Terms (including non-payment after a written reminder, or breach of §5 acceptable use), or if continuing to provide the Service would put us in breach of the law. We will restore the Service as soon as the underlying issue is resolved.

We may terminate the agreement on 30 days' written notice for convenience, or immediately for cause (material breach not remedied within 14 days of written notice; insolvency; serious risk to Fluis or other clients).

After termination, you keep everything. Your website pages, content, domain, contacts, bookings and reports remain yours (§6). We give you a reasonable export window (default 30 days) to download your Client Data, after which it is deleted from our active systems in line with our retention schedule. If you would rather keep the system running, we will on request move your CRM into an account of your own with the software provider, which you then pay directly; we may receive a referral commission from the software provider when you do. Outstanding fees for services delivered up to termination, and any early-exit charge under this section, remain due.

These Terms and any non-contractual obligations arising out of them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any dispute between us, except that we may bring proceedings against you for unpaid sums in any jurisdiction where you are located or do business.

Pre-litigation mediation. Before either party starts court proceedings (other than for urgent injunctive relief, or to recover unpaid sums), both sides agree to attempt in good faith to resolve the dispute via a structured meeting between senior representatives, and, if that fails within 21 days, to attempt mediation under the rules of an accredited UK mediation provider such as CEDR.

For clients based outside the UK, this clause does not deprive you of the mandatory protection of the law of your country of residence; we will not seek to enforce any choice-of-law term that conflicts with such mandatory protections.

• Entire agreement. These Terms, together with the Privacy Policy, the Refund Policy, and any signed order form or DPA, are the entire agreement between us. They supersede any prior oral or written representations.
• Notices. Notices should be sent by email to the addresses on each party's most recent invoice or sign-up form. A notice is deemed received at the time of successful transmission.
• Force majeure. Neither party is liable for failure to perform caused by an event outside its reasonable control (e.g. natural disaster, war, internet failure, third-party SaaS outage), provided it gives prompt notice and resumes performance as soon as reasonably possible.
• Severability. If any part of these Terms is held by a court to be unlawful or unenforceable, the rest will remain in force.
• No waiver. Failure to enforce a right does not waive it; any waiver must be in writing.
• Assignment. You may not assign or transfer your subscription without our prior written consent. We may assign to a successor in a sale or restructure.
• Third-party rights. A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.
• Updates to these Terms. We may update these Terms from time to time. Material changes will be notified in writing at least 30 days in advance.