Terms & Conditions

1. Agreement to Terms

By accessing or using GymLeadHub (the "Service"), you agree to be bound by these Terms & Conditions ("Terms"). If you disagree with any part of these terms, you may not access the Service.

These Terms apply to all users of the Service, including gym owners, administrators, and any other users who access or use the Service.

UK Business: GymLeadHub operates under UK law. These Terms are governed by the laws of England and Wales.

2. Service Description

GymLeadHub provides an AI-powered lead management platform specifically designed for fitness businesses. Our Service includes:

• AI Agents: Automated AI-powered communication with leads via SMS and form submissions
• Contact Management: CRM functionality to manage and track leads
• Conversation Monitoring: Real-time visibility into AI agent conversations
• AI Credits System: Token-based billing for AI usage (1 credit = 1000 tokens)
• Integration Services: Optional integrations with third-party platforms (e.g., GoHighLevel)
• Analytics & Reports: Usage tracking and performance metrics

Service Plans

• Lite CRM: Limited to AI agents and contact management only
• Full Platform: Full CRM with advanced features and integrations

3. Account Registration

3.1 Eligibility

You must be:

• At least 18 years of age
• Authorized to bind your business to these Terms
• Operating a legitimate fitness business
• Compliant with UK GDPR and data protection laws

3.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access
• Ensuring your account information is accurate and up-to-date

3.3 One Account Per Organization

Each organization is permitted one account. Multiple accounts by the same organization to circumvent billing or usage limits is prohibited and may result in immediate termination.

4. Acceptable Use Policy

You agree NOT to:

• Spam: Use the Service to send unsolicited messages or communications
• Illegal Activity: Use the Service for any unlawful purpose or in violation of any laws
• Abuse: Harass, threaten, or discriminate against any individual
• System Interference: Attempt to hack, reverse engineer, or compromise the Service
• Data Scraping: Extract data from the Service using automated tools without permission
• Resale: Resell or redistribute the Service without our written consent
• Impersonation: Impersonate any person or entity
• Malicious Content: Upload viruses, malware, or harmful code

AI Agent Compliance

When using AI agents, you must:

• Only communicate with leads who have consented to be contacted
• Comply with UK GDPR and the Privacy and Electronic Communications Regulations (PECR)
• Clearly disclose that AI is being used to communicate with leads
• Honor opt-out requests immediately
• Not use AI agents to impersonate humans deceptively

Zero Tolerance: Violations of this Acceptable Use Policy may result in immediate account suspension or termination without refund.

5. Payment Terms & AI Credits

5.1 AI Credits System

• Credit Definition: 1 credit = 1000 AI tokens (approximately 750 words)
• Credit Purchase: Credits are purchased in advance via Stripe
• Credit Deduction: Credits are deducted after each AI agent interaction based on actual token usage
• Minimum Balance: At least 1 credit is required for AI agents to send messages
• Pricing: Current pricing is displayed at point of purchase and may change with 30 days notice

5.2 Billing & Payment

• Payment Processor: All payments are processed securely via Stripe
• Payment Methods: We accept all major credit and debit cards
• Currency: All prices are in GBP (£)
• VAT: VAT will be added where applicable for UK customers
• Failed Payments: Service may be suspended if payment fails

5.3 Refunds & Credits

• No Refunds: AI credits are non-refundable once purchased
• Credit Expiry: Credits do not expire while your account is active
• Account Closure: Unused credits are forfeited upon account closure
• Disputes: Billing disputes must be raised within 30 days of the charge

5.4 Free Tier & Trial

We may offer free credits or trial periods at our discretion. These are subject to fair use limits and may be withdrawn at any time.

6. Service Availability & Support

6.1 Uptime & Maintenance

• Target Uptime: We aim for 99.5% uptime but do not guarantee uninterrupted service
• Scheduled Maintenance: We will notify you of planned maintenance when possible
• Emergency Maintenance: May be performed without notice
• Third-Party Dependencies: Service availability depends on third parties (Anthropic, Stripe, Supabase, Vercel, GoHighLevel)

6.2 Support

• Email Support: sam@gymleadhub.co.uk
• Response Time: We aim to respond within 48 hours on business days
• Business Hours: Monday - Friday, 9am - 5pm GMT
• No SLA: Support is provided on a best-effort basis

6.3 No Service Guarantees

The Service is provided "as is" and "as available". We do not guarantee that:

• The Service will be error-free or uninterrupted
• AI agents will respond perfectly or achieve specific outcomes
• Leads will book appointments or convert to customers
• Integrations with third-party platforms will always function

7. Intellectual Property

7.1 Our Intellectual Property

GymLeadHub retains all rights, title, and interest in:

• The Service platform and software
• GymLeadHub branding, logos, and trademarks
• AI agent prompts, system instructions, and SOPs
• Platform architecture and design
• Documentation and training materials

7.2 Your Content

You retain ownership of:

• Your gym/business information
• Lead data you collect
• Custom agent instructions you create
• Conversation content between your agents and leads

7.3 License to Use Your Content

By using the Service, you grant us a limited license to:

• Store and process your content to provide the Service
• Use anonymized data for service improvement and analytics
• Display your content within the platform to authorized users

Important: We do NOT use your lead data to train AI models for other customers. Your data remains private and isolated.

8. Data Processing Agreement

When you use GymLeadHub to process lead data, the following applies:

8.1 Data Controller & Processor Roles

• You (Gym Owner): Data Controller for your leads' personal data
• GymLeadHub: Data Processor acting on your behalf

8.2 Your Obligations as Data Controller

• Obtain valid consent from leads before collecting their data
• Provide leads with a privacy notice explaining data usage
• Inform leads that AI is used to communicate with them
• Honor data subject rights (access, deletion, rectification, etc.)
• Have a lawful basis for processing under UK GDPR
• Report data breaches to the ICO within 72 hours (if required)

8.3 Our Obligations as Data Processor

• Process lead data only on your documented instructions
• Implement appropriate technical and organizational security measures
• Assist with data subject requests (access, deletion, etc.)
• Notify you of data breaches affecting your lead data
• Use sub-processors (Anthropic, Supabase, etc.) with adequate safeguards
• Delete or return lead data upon account termination (as requested)

8.4 Sub-Processors

We use the following sub-processors:

• Anthropic: AI model provider (Claude) - US-based, DPA in place
• Supabase: Database hosting - EU servers, ISO 27001 certified
• Stripe: Payment processing - PCI DSS Level 1 compliant
• Vercel: Application hosting - EU deployment available

Your Responsibility: You are ultimately responsible for GDPR compliance when using GymLeadHub. Ensure you have proper consents and legal basis before processing lead data.

9. Liability & Disclaimers

9.1 Limitation of Liability

To the fullest extent permitted by UK law, GymLeadHub shall not be liable for:

• Indirect Damages: Loss of profits, revenue, data, or business opportunities
• AI Errors: Incorrect, inappropriate, or offensive AI agent responses
• Third-Party Issues: Problems with Anthropic, Stripe, Supabase, Vercel, or GoHighLevel
• Data Loss: Loss or corruption of data (maintain your own backups)
• Service Interruptions: Downtime, maintenance, or technical issues
• Lead Conversions: Leads not booking, converting, or responding
• GDPR Fines: Fines imposed on you for GDPR violations as a data controller

9.2 Maximum Liability Cap

Our total liability to you for any claim shall not exceed the amount you paid to GymLeadHub in the 12 months preceding the claim.

9.3 Disclaimer of Warranties

The Service is provided "AS IS" and "AS AVAILABLE" without warranties of any kind, including:

• No warranty of merchantability or fitness for a particular purpose
• No warranty that AI agents will meet your specific requirements
• No warranty of error-free or uninterrupted service
• No warranty regarding third-party integrations

9.4 AI-Specific Disclaimers

AI technology is inherently probabilistic and imperfect. We cannot guarantee:

• AI agents will always respond appropriately or accurately
• AI agents will never generate offensive, incorrect, or misleading content
• AI performance will remain consistent over time
• AI responses will comply with all industry-specific regulations

Your Responsibility: You are responsible for reviewing AI agent conversations and ensuring they comply with your business policies and legal obligations.

10. Indemnification

You agree to indemnify, defend, and hold harmless GymLeadHub and its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any law or regulation
• Your violation of GDPR or data protection laws
• Content you submit to the Service
• AI agent interactions with your leads
• Disputes with your leads or customers
• Your breach of any third-party rights

11. Termination & Suspension

11.1 Termination by You

You may terminate your account at any time by:

• Using the "Delete Account" option in Settings
• Emailing sam@gymleadhub.co.uk

Upon termination, your access will cease immediately. Unused credits are forfeited (no refunds).

11.2 Termination by Us

We may terminate or suspend your account immediately if:

• You violate these Terms
• You breach the Acceptable Use Policy
• You fail to pay for credits (if payment fails)
• We reasonably believe your account is being used fraudulently
• We are required to do so by law
• You engage in abusive behavior towards our staff

11.3 Effect of Termination

• Your access to the Service will cease immediately
• AI agents will stop responding to leads
• Unused credits are forfeited
• You may request data export within 30 days (email sam@gymleadhub.co.uk)
• We will delete your data after 30 days (as per Privacy Policy retention schedule)

11.4 Survival

The following sections survive termination: Intellectual Property, Liability & Disclaimers, Indemnification, Governing Law, and Dispute Resolution.

12. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via:

• Email notification to your registered email address
• Prominent notice on the Service
• Update to the "Last updated" date at the top of this page

Continued use of the Service after changes constitutes acceptance of the updated Terms. If you do not agree to the changes, you must stop using the Service and terminate your account.

Material Changes: For significant changes (e.g., pricing, liability), we will provide at least 30 days notice before the changes take effect.

13. Dispute Resolution

13.1 Informal Resolution

Before initiating legal action, you agree to first contact us at sam@gymleadhub.co.uk to attempt to resolve the dispute informally. We will work in good faith to resolve disputes within 30 days.

13.2 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

13.3 Arbitration (Optional)

By mutual agreement, disputes may be resolved through binding arbitration rather than court proceedings.

14. General Provisions

14.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and GymLeadHub regarding the Service.

14.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

14.3 No Waiver

Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights.

14.4 Assignment

You may not assign or transfer these Terms or your account without our prior written consent. We may assign these Terms to any successor or affiliate without your consent.

14.5 Force Majeure

We are not liable for any failure to perform due to circumstances beyond our reasonable control, including acts of God, war, terrorism, pandemics, internet outages, or third-party service failures.

14.6 Third-Party Services

The Service may integrate with third-party platforms (e.g., GoHighLevel, Anthropic). Your use of these integrations may be subject to additional third-party terms. We are not responsible for third-party services.

15. Contact Us