TERMS AND CONDITIONS
ENLIGHTEN CONSULTANCY UK COMPANY LIMITED
Last updated: 24/01/2023
1. About Us
These Terms and Conditions (“Terms”) govern the provision of services by:
ENLIGHTEN CONSULTANCY UK COMPANY LIMITED
A company registered in England and Wales
Registered office:
Suite 6238, Unit 3A, 34–35 Hatton Garden, Holborn, London, EC1N 8DX
(“we”, “us”, “our”)
By accessing or using our services, you (“Client”, “you”) agree to be bound by these Terms.
2. Scope of Services
We provide AI-assisted after-sales support services, including but not limited to:
- Servadra – Enquiry Gate
- Servadra – After-sales Desk
- Associated onboarding, configuration, and operational support services (collectively, the “Services”).
The Services are provided within defined operational boundaries and are designed to assist with routine, repeatable enquiries. They are not a replacement for human judgement or decision-making.
3. Nature of the Service
3.1 Servadra operates as a controlled, first-line support role, based on:
- Approved knowledge sources
- Predefined rules and escalation logic
- Human oversight and accountability
3.2 Servadra does not:
- Make discretionary, legal, financial, or emotional judgements
- Provide professional advice
- Act autonomously outside agreed scope
3.3 All responses generated by the system remain subject to:
- Defined escalation rules
- Monitoring and review
- Human intervention where required
4. Evaluation / Demo Access
4.1 We may, at our discretion, provide a temporary evaluation account for demonstration purposes.
4.2 Evaluation access is subject to:
- A fixed access period (e.g. 14 days, unless otherwise agreed)
- Usage limitations (including knowledge base size and interaction volume)
- Restricted functionality
4.3 All data uploaded during evaluation:
- Is used solely for demonstration
- Will be automatically deleted after the evaluation period
- Must not include sensitive, confidential, or regulated information
4.4 Evaluation access does not create any obligation to continue service.
5. Onboarding and Deployment
5.1 Deployment includes:
- Review and structuring of approved knowledge sources
- Definition of scope, boundaries, and escalation rules
- Controlled go-live and initial monitoring
5.2 An onboarding or deployment fee may apply and will be agreed in advance.
5.3 The Client is responsible for:
- Providing accurate and authorised content
- Confirming operational rules and escalation paths
- Reviewing outputs during initial deployment
6. Client Responsibilities
The Client agrees to:
- Use the Services only for lawful business purposes
- Ensure all provided content is accurate and authorised
- Maintain appropriate internal processes for escalated cases
- Not rely on the Services as the sole decision-maker
The Client remains responsible for all business decisions and customer outcomes.
7. Data and Confidentiality
7.1 Each party agrees to keep confidential any non-public business, technical, or operational information.
7.2 We implement reasonable technical and organisational measures to protect data processed as part of the Services.
7.3 We do not claim ownership of Client-provided content.
7.4 Data handling is governed by our Privacy Policy and applicable UK data protection laws.
8. AI Limitations and Disclaimer
8.1 The Services involve AI-assisted processing and therefore:
- May produce incorrect or incomplete outputs
- Depend on the quality and completeness of provided knowledge
8.2 The Services are not guaranteed to be error-free and are provided as a managed operational tool, not as an autonomous system.
8.3 The Client acknowledges that:
- AI outputs must be reviewed within agreed processes
- Escalation mechanisms are essential and mandatory
9. Fees and Payment
9.1 Fees are as set out in the agreed service package or proposal.
9.2 Fees are payable monthly in advance unless otherwise agreed.
9.3 All fees are exclusive of VAT unless stated otherwise.
9.4 Late payments may result in suspension of Services.
10. Suspension and Termination
10.1 We may suspend or terminate the Services if:
- The Client breaches these Terms
- Payment is overdue
- Use of the Services presents legal or operational risk
10.2 Either party may terminate the agreement with written notice, subject to any minimum commitment period.
10.3 Upon termination:
- Access to the Services will cease
- Client data will be handled in accordance with agreed data retention terms
11. Limitation of Liability
11.1 To the maximum extent permitted by law:
- We shall not be liable for indirect or consequential losses
- Our total liability shall not exceed the fees paid in the preceding 12 months
11.2 Nothing in these Terms limits liability for:
- Fraud or fraudulent misrepresentation
- Death or personal injury caused by negligence
- Any liability that cannot be excluded under UK law
12. Intellectual Property
12.1 All intellectual property relating to the Services remains our property.
12.2 The Client is granted a non-exclusive, non-transferable right to use the Services during the term of the agreement.
13. Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the English courts.
14. Changes to These Terms
We may update these Terms from time to time.
The latest version will be published on our website.
15. Contact
For questions regarding these Terms, please contact us via the website Contact Form.