1. Business customers and our agreement
These terms apply to services supplied by Aptimate Solutions Ltd to customers buying for their trade, business, craft or profession. They are not intended for consumer purchases. If you are buying mainly for personal use, tell us before booking so we can agree appropriate terms; nothing here removes mandatory consumer rights.
A contract starts when you accept our written proposal or booking confirmation and we confirm acceptance in writing. We will provide these terms before acceptance. An enquiry or free discovery booking does not create a paid order. The agreed proposal, scope and any signed data-processing agreement take priority over these terms where they expressly differ. We will not change an existing contract without your agreement.
2. Who you are buying from
Aptimate Solutions Ltd is registered in England and Wales, company number 17125277. Our registered office is Orchard Grove, Sevenoaks, TN14 7EU. Contact Ben at ben@aptimate.co.uk. “We” means Aptimate; “you” means the business customer named in the order.
3. Scope and delivery
Your written proposal or booking confirmation sets out the service, deliverables, fees, timings, responsibilities and any acceptance criteria. Services may include AI Tools and Workflow Assessment, AI Training, AI Concierge, workflow implementation, websites, applications and bespoke technical builds. No assessment is compulsory before another suitable service.
Free discovery conversations and free workshops do not include a paid assessment, report, implementation or other promised deliverable. Separate implementation, additional training, software subscriptions, hosting and maintenance are included only when expressly agreed. Changes to scope, fees or timing require written agreement before extra work starts.
We will use reasonable care and skill. Delivery dates are estimates unless expressly agreed as binding. You will provide timely access, accurate information, decisions and an authorised contact. We will explain the effect of delays or missing dependencies and agree revised timing and any additional fees.
4. Fees, invoices and expenses
Fees are in pounds sterling. Your quote states whether VAT is applicable and whether the price includes it; we do not add unagreed charges. Travel, third-party costs and additional hours require your approval in advance.
Unless the order states otherwise, invoices are payable within 14 calendar days. Deposits, milestone payments and monthly billing arrangements apply only as set out in the order. Raise a disputed invoice promptly with reasons; pay the undisputed amount by its due date. We may charge statutory late-payment interest and compensation where legally available. After written notice and a reasonable opportunity to pay, we may pause work on overdue, undisputed invoices.
5. Bookings, cancellation and ending services
Contact us as soon as possible to move or cancel a session. Any cancellation charges must be disclosed in your order before acceptance. Unless a specific policy was agreed, we charge only for work already performed and reasonable, unavoidable third-party commitments approved by you, and refund any remaining prepaid amount. If we cancel a session, we will offer a replacement date or refund the affected undelivered service.
AI Concierge has a three-month minimum, subject to the measurable-value guarantee below. Unless the order says otherwise, it continues monthly after that period and either party may end it on 30 days’ written notice, with notice able to expire at the end of the minimum term. We will not automatically renew a further three-month minimum.
Either party may end an agreement for a material breach that is not remedied within 14 days of written notice, or immediately where a breach cannot be remedied. On termination we will agree a proportionate handover, charge for services properly supplied and agreed unavoidable commitments, and refund unused prepayments where due. Guarantees and statutory rights are not overridden by this clause.
6. AI Concierge support
The standard offer starts from £400 per month and includes half-day support per month across sessions, preparation and implementation, with a regular rhythm tailored to your priorities. We review priorities monthly and agree additional hours in advance. Bespoke options have separately agreed scope and pricing. Your order confirms scheduling, how time is recorded and any carry-over arrangements. Do not assume 24-hour support, unlimited work or a guaranteed response time unless agreed.
7. Projects, acceptance and maintenance
For builds and implementation, we agree scope, feasibility, milestones, dependencies, acceptance criteria and price before starting. You will review deliverables against the agreed criteria and tell us promptly about any failure to meet them. We will correct failures within the agreed scope at no extra charge. Silence does not automatically constitute acceptance.
New features, changes of direction and third-party platform changes may require a separate quote. Hosting, ongoing monitoring, backups, security maintenance and support after handover are included only when expressly agreed. We will explain any licences or subscriptions you need to maintain.
8. Ownership and licences
You retain ownership of the information, branding and materials you supply and confirm you have permission to use them. After full payment, you own bespoke deliverables created specifically for you, except our pre-existing materials, reusable methods, templates, tools and third-party components. We grant you a continuing, non-exclusive licence to use any of our retained materials incorporated in paid deliverables for your business purposes.
Third-party and open-source components remain subject to their licences, which we will identify where relevant. AI-generated material may not be unique or eligible for exclusive intellectual-property rights. We will not use your name, logo or project as a case study without your permission.
9. Confidentiality, personal data and AI tools
Both parties will keep confidential business information secure and use it only to perform the agreement. This does not cover information already public, independently developed, lawfully received from another source, or required to be disclosed by law. These duties continue after the agreement ends.
Our privacy notice explains how we handle enquiry and business-contact information. Where we process personal data on your behalf, we will agree the required data-processing terms before processing starts, including instructions, security, subprocessors, transfers and return or deletion. You remain responsible for lawful collection and sharing of your data.
We will agree appropriate AI tools and human checkpoints. Confidential or personal information must not be submitted to an AI provider unless authorised under the agreed arrangements. AI output can be inaccurate and needs checks appropriate to its use. You retain responsibility for business decisions and authorising live actions; this does not remove our duty to provide services with reasonable care and skill.
10. Performance and liability
Except for an expressly agreed commitment or the guarantees below, we do not promise a particular saving, revenue increase, uninterrupted third-party service or commercial outcome. We will not exclude responsibility for our own failure to deliver the agreed service with reasonable care and skill.
Neither party is responsible for losses that were not reasonably foreseeable when the contract was made. Any project-specific liability cap or insurance requirement must be expressly agreed in writing before acceptance. Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability that cannot lawfully be limited. The written guarantees below remain effective.
11. Events outside our control
If an event outside a party’s reasonable control prevents delivery, that party will notify the other, take reasonable steps to reduce the disruption and propose revised arrangements. If the affected service cannot resume within 30 days, either party may cancel that part, paying only for properly delivered work and approved unavoidable commitments, with unused prepayments refunded.
12. Questions, disputes and governing law
If something is wrong, email ben@aptimate.co.uk with the details so we can investigate and try to resolve it promptly. Both parties will seek a practical resolution before court proceedings; mediation can be used by mutual agreement.
The agreement is governed by the law of England and Wales, with the courts of England and Wales having exclusive jurisdiction, subject to any mandatory legal rights. A failure to enforce a term is not a waiver. If a term is unenforceable, the remainder continues. Neither party may transfer the agreement without the other’s written consent, not to be unreasonably withheld. No third party has rights to enforce it unless expressly stated.
13. AI Concierge measurable-value guarantee
Measurable value, or your money back.
If AI Concierge hasn’t delivered measurable value equal to your fees within your first three months, we’ll refund those fees. We agree upfront how to measure time saved, additional gross profit, or both.
How the guarantee works
Before we begin, we agree your baseline, priorities, hourly value of time saved, and the access, participation and adoption needed from you and/or your team. We review evidence monthly. Value must be attributable to our work, after additional implementation and software costs, without double-counting. Time saved is released capacity, not necessarily a cash saving.
The guarantee covers Concierge fees paid for your first three months only. Separate projects and third-party costs are not refundable. It is subject to the participation and measurement terms agreed upfront; targets change only by mutual agreement.
If the target is not met, email ben@aptimate.co.uk within 30 days of the three-month review. We refund eligible Concierge fees within 14 days of your request, with no compulsory extra delivery period.
14. Assessment seven-day satisfaction guarantee
If you don’t find your AI Tools and Workflow Assessment useful, email ben@aptimate.co.uk within seven calendar days after you have received your written report and completed your playback, and we’ll refund your assessment fee in full.
The window starts after both are complete. This applies only to the £695 assessment; no implementation purchase is required. We confirm your claim deadline and refund arrangements before booking and process valid refunds promptly.
This is a satisfaction guarantee, not a promised saving or implementation deadline.