Terms of service

1. Who we are

Cognumi Ltd is a company registered in England and Wales. Our registered office is in London, UK. References to “we”, “us”, or “Cognumi” in these terms mean Cognumi Ltd. References to “you” or “the client” mean the business applying for or receiving the service.

Questions about these terms: hello@cognumi.co.uk

2. The service

Cognumi provides a managed enquiry workflow service. This means we build, operate, and maintain an AI-assisted response workflow for your business using content and instructions you approve. The service covers written inbound enquiries — email, contact forms, and direct messaging channels — and delivers structured lead summaries to your team.

Cognumi is not an answering service, a chatbot product, or a staffing agency. We do not provide professional advice, valuations, clinical guidance, financial advice, or legal opinions on your behalf. Enquiries that require a qualified professional are escalated to you for handling.

3. Pilot and onboarding

The service begins with a discovery call followed by a workflow brief and knowledge base build. Your workflow goes live once you have reviewed and approved the knowledge base content. Nothing goes live without your explicit sign-off.

Setup guarantee: If your workflow is not live within seven working days of your written sign-off, we will refund the one-time setup fee in full, no questions asked. This guarantee does not apply if the delay is caused by delays in receiving your content, access credentials, or sign-off.

Applying for a pilot does not create a contractual commitment. A binding agreement begins when you sign the service agreement and pay the setup fee.

4. Payment

• A one-time setup fee (£350–£500 depending on workflow scope) is due before onboarding begins.
• The monthly service fee is invoiced in advance at the start of each billing month.
• Payment is due within 14 days of invoice. Overdue balances accrue statutory interest under the Late Payment of Commercial Debts Act 1998.
• Prices are quoted exclusive of VAT. VAT at the prevailing UK rate is added to invoices where applicable.
• Cognumi reserves the right to review pricing annually with 30 days' written notice.

5. Cancellation

Either party may terminate the service agreement with 30 days' written notice. Notice must be given by email to hello@cognumi.co.uk. There is no minimum term beyond the initial pilot month. Setup fees are non-refundable after the workflow goes live, except where the setup guarantee applies.

6. Your responsibilities

• You must provide accurate, lawful content for the knowledge base. You are responsible for ensuring that the information you give us to work with is correct, up to date, and does not infringe third-party rights.
• You must not instruct Cognumi to send communications that are misleading, unlawful, or that impersonate a person or regulated entity.
• You are responsible for obtaining any consents required under the UK GDPR and the Privacy and Electronic Communications Regulations for the channels your workflow covers.
• You must notify us promptly if your business, services, pricing, or compliance requirements change in a way that affects the approved knowledge base content.

7. Intellectual property

You retain ownership of all content, brand materials, and business information you provide to us. Cognumi retains ownership of its workflow architecture, tooling, and proprietary methods. We grant you a non-exclusive, non-transferable licence to use the service outputs during the term of the agreement.

We may reference your business as a client in our marketing materials unless you ask us not to in writing.

8. Confidentiality

Each party agrees to keep the other's confidential business information (including pricing, workflow content, and client data) private and not to disclose it to third parties without prior written consent, except where required by law. This obligation survives termination of the agreement for three years.

9. Data processing

Where Cognumi processes personal data on your behalf (for example, personal data contained in enquiries your workflow handles), we act as a data processor under your instructions and you act as the data controller. We will process that data only as instructed by you, apply appropriate technical and organisational security measures, and assist you in meeting your obligations under UK data protection law.

A Data Processing Agreement is provided as part of the service agreement. Our privacy practices for website and prospect data are described separately in our Privacy Notice.

10. Liability

Cognumi's total liability to you in any 12-month period is limited to the total fees paid by you to Cognumi in that period. We are not liable for indirect or consequential loss, loss of revenue, loss of profit, or loss of data.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.

The service is provided using AI-assisted tools. Cognumi does not warrant that workflow outputs will be error-free. Human escalation is built into the workflow specifically to reduce the risk of incorrect responses reaching your customers, but we cannot guarantee that every response will be perfect.

11. Governing law

These terms and any dispute or claim arising out of them are governed by the law of England and Wales. Both parties agree to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to these terms

We may update these terms from time to time. We will notify active clients of material changes by email with at least 30 days' notice. Continued use of the service after the effective date constitutes acceptance of the revised terms.