Terms of service.
Version: 1.0, 24 October 2026. Approved by Vitalos Technologies Limited. Applies to: business customers of Askbridge by Vitalos.
1. About these terms
1.1 These terms are an agreement between Vitalos Technologies Limited, a company registered in England and Wales with company number 16696895, whose registered office is at 114 High Street, Bentley, Doncaster, England, DN5 0AT ("Vitalos", "we", "us"), and the business that signs up for Askbridge ("you", the "Customer").
1.2 Askbridge is for businesses only. By accepting these terms you confirm that you are acting for the purposes of your trade, business, craft or profession, and not as a consumer, and that the person accepting them has authority to bind the business.
1.3 You accept these terms when you create a workspace, start a trial, or pay for a plan, whichever happens first. The data processing agreement, the acceptable use policy and your chosen plan as shown on the pricing page form part of these terms. If they conflict, the data processing agreement wins on data protection, then these terms, then the rest.
2. Definitions
- Service: the Askbridge software, including the dashboard, inbox, widget, APIs and help centre, as we provide it from time to time.
- Workspace: your account on the Service, which holds your content, conversations and team.
- Users: the people you allow to use your Workspace (owners, admins and agents).
- Visitors: people who use the widget on your websites.
- Customer Content: everything you or your Users add to the Service (website pages we read for you, files, FAQs, settings, replies, notes) and Visitor messages.
- AI Output: answers, summaries and other text generated by the Service using an AI model.
- Plan: the subscription you choose (currently Starter, Growth or Scale), with its price and allowances.
- AI Conversation: a Visitor conversation in which the Service sends at least one AI answer, counted once per billing month, as described on the pricing page.
3. The Service
3.1 We will provide the Service to you in line with these terms and with reasonable skill and care.
3.2 We may improve and change the Service. We will not make a change that materially reduces the core functions of your Plan during a paid period without telling you at least 30 days in advance. If such a change affects you badly, you may end your subscription and we will refund any prepaid fees for the period after the change takes effect.
3.3 Some parts of the Service depend on third-party providers (for example, the AI model provider and hosting). They are listed on the sub-processors page.
3.4 Features described as "beta", "preview" or "coming soon" are provided as they are, may change or be withdrawn, and are excluded from any service commitments.
4. Your account and Users
4.1 You must give accurate sign-up and billing information and keep it up to date.
4.2 You are responsible for your Users, for keeping their login details secure, and for everything done in your Workspace. Each User must have their own login. Tell us promptly at support@vitalos.co.uk if you think your Workspace has been accessed without permission.
4.3 The number of Users, websites, pages, files and AI Conversations you may use depends on your Plan.
5. Free trial
5.1 New Workspaces start with a 14-day free trial of the Growth Plan with 150 AI Conversations. No payment card is needed.
5.2 At the end of the trial, if you have not chosen a Plan, AI answers stop. You can still sign in, use the inbox and export your data. We delete the Workspace and its data 30 days after the trial ends unless you choose a Plan.
5.3 During a trial the Service is provided free of charge and, to the extent the law allows, without any commitment on availability or support.
6. Plans, fees and usage
6.1 Fees are as shown on the pricing page when you subscribe, in pounds sterling. Vitalos is not VAT-registered, so no VAT is charged. If we register for VAT, we will tell you at least 30 days before VAT is added at the rate in force. Annual billing is charged at ten times the monthly price ("two months free").
6.2 Usage. Each Plan includes a monthly allowance of AI Conversations. Conversations handled only by people, offline messages and Visitors who fail the bot check are not counted. One AI Conversation may contain up to 30 AI answers.
6.3 At the limit. We email the Workspace owner at 80% of the allowance. At 100%, AI answers pause until the next billing month, and the widget continues to offer a person or a message form. We do not charge overage fees.
6.4 Top-ups. You may choose to buy a top-up of 500 AI Conversations for £15, which can be used until the end of the billing month in which it is bought. Unused top-ups do not roll over and are not refundable.
6.5 Price changes. We may change our prices by giving you at least 30 days' notice by email. The new price applies from your next billing period after the notice ends. Annual subscriptions keep their price until renewal.
6.6 Changing Plan. A change of Plan takes effect straight away, and our payment provider charges or credits the difference pro rata for the rest of the billing period. You cannot move to a lower Plan while your Users or websites exceed its limits.
7. Payment
7.1 Payments are collected by our payment provider, Stripe, in advance for each billing period. You authorise us to charge your chosen payment method for fees, top-ups and any VAT due.
7.2 Where we are required to charge VAT or any other tax, it is added at the rate in force.
7.3 If a payment fails, we will tell you and retry. If it is still unpaid 7 days after the due date, we may pause AI answers until payment is made. Your data is kept, and you can still sign in and use the inbox.
7.4 Fees are non-refundable except where these terms say otherwise or the law requires.
8. Customer Content
8.1 You keep all rights in Customer Content. You grant us a non-exclusive licence to host, copy, process, transmit and display Customer Content only as needed to provide, secure and support the Service, and to meet our legal obligations.
8.2 You are responsible for Customer Content and confirm that you have the rights and permissions needed for us to use it under these terms. In particular, you must only ask the Service to read websites that you own or have permission to use.
8.3 We do not use Customer Content to train AI models.
8.4 We may use aggregated and de-identified data about how the Service is used (for example, counts of conversations, latency and error rates) to run and improve the Service. This data does not identify you, your Users or Visitors.
9. AI Output
9.1 The Service answers Visitors from Customer Content using an AI model. AI Output is generated automatically and may be incomplete, out of date or wrong, even when it cites a source. The Service is designed to reduce this risk (citations, a confidence threshold, hand-off to a person), but we cannot guarantee that AI Output is accurate.
9.2 You are responsible for:
- keeping your knowledge accurate and current, and checking answers before and after going live
- how you use the Service and AI Output in your business, including any statements made to Visitors on your behalf
- telling Visitors that they are using an AI assistant and that a person is available (the widget does this by default; you must not remove or obscure it)
- not using the Service to make decisions about Visitors that have legal or similarly significant effects on them
9.3 As between you and us, and to the extent we have any rights in it, AI Output generated for your Workspace belongs to you.
9.4 You must not hold AI Output out as professional advice (for example legal, financial, tax or medical advice). If you are in a regulated sector, you are responsible for meeting your regulator's rules on communications with customers.
10. Acceptable use
You must comply, and make sure your Users comply, with the acceptable use policy. We may suspend the Service under clause 15 if you do not.
11. Data protection
11.1 Each party will comply with the UK GDPR and the Data Protection Act 2018 (and, where they apply, the EU GDPR and the Privacy and Electronic Communications Regulations 2003).
11.2 For personal data in Customer Content, you are the controller and we are your processor. The data processing agreement applies and forms part of these terms.
11.3 For personal data about you and your Users that we use to run our own business (for example, account, billing and support records), we are a controller, and our privacy policy applies.
11.4 Customer Content is stored in the United Kingdom (London). Some processing, including by the AI model provider, takes place outside the UK, as described on the sub-processors page and in the data processing agreement.
12. Confidentiality
12.1 Each party will keep the other's confidential information confidential, use it only to perform or receive the Service, and share it only with its staff, advisers and sub-processors who need it and are bound by similar duties.
12.2 This does not apply to information that is or becomes public (other than through a breach), that the recipient already had or develops independently, or that must be disclosed by law or a regulator (with notice where lawful).
13. Intellectual property
13.1 We and our licensors own all rights in the Service, including the software, the Askbridge name and logo, and documentation. Apart from the right to use the Service under these terms, nothing transfers to you.
13.2 If you send us feedback or suggestions, we may use them without obligation to you.
13.3 You may not copy, modify, reverse engineer (except as permitted by law), resell or sublicense the Service, or use it to build a competing product.
14. Availability and support
14.1 We aim to keep the Service available at all times but do not guarantee uninterrupted service. We may carry out planned maintenance, and will try to do so outside UK business hours and give notice where practical. We do not offer a numeric uptime commitment or service credits.
14.2 Support is by email, with the response targets described for your Plan on the pricing page. Targets are aims, not guarantees.
15. Suspension
15.1 We may suspend all or part of the Service, including switching off AI answers, immediately and without liability if we reasonably believe that:
- you or a User are in material breach of the acceptable use policy
- suspension is needed to protect the security or integrity of the Service, other customers or Visitors
- fees are overdue as described in clause 7.3
- we are required to by law
15.2 We will tell you promptly and give the reason, unless the law prevents us, and will restore the Service as soon as the reason no longer applies.
16. Term and termination
16.1 Your subscription runs for the billing period you choose (monthly or annual) and renews automatically for the same period until cancelled.
16.2 You may cancel at any time in the billing settings. Cancellation takes effect at the end of the current billing period. We do not refund the unused part of a period except where these terms say otherwise.
16.3 We may end your subscription on 30 days' notice for any reason, and will refund prepaid fees for the period after the end date.
16.4 Either party may end the agreement immediately by written notice if the other commits a material breach that is not remedied within 14 days of notice, or becomes insolvent or enters any insolvency process.
17. What happens when the agreement ends
17.1 AI answers stop. For 30 days you can still sign in and export your Customer Content (conversation transcripts, FAQs and settings).
17.2 After 30 days we delete the Workspace and Customer Content from the live systems. Copies in encrypted backups are deleted as the backups expire, as described in the data retention document.
17.3 Clauses that by their nature should survive (including 7, 8.4, 9, 12, 13, 18 to 23) continue after the agreement ends.
18. Warranties
18.1 Each party confirms that it has the power to enter into these terms.
18.2 Except as set out in these terms, the Service is provided without any other warranty, condition or term, whether implied by statute, common law or otherwise, to the fullest extent the law allows. In particular, we do not warrant that the Service or AI Output will be error-free or meet your particular requirements.
19. Liability
19.1 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.
19.2 Subject to 19.1, neither party is liable for any loss of profits, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss, whether in contract, tort (including negligence) or otherwise.
19.3 Subject to 19.1, each party's total liability arising out of or in connection with these terms in any 12-month period is limited to the greater of £100 and the fees paid and payable by you in the 12 months before the event giving rise to the claim. This limit does not apply to your obligation to pay the fees.
19.4 You are responsible for statements made to Visitors through the Service on your behalf, including AI Output based on your Customer Content. We are not liable for loss arising from AI Output that reflects inaccurate, out-of-date or incomplete Customer Content.
20. Indemnity
20.1 You will indemnify us against claims by third parties arising from Customer Content (including claims that Customer Content infringes their rights) or from your breach of the acceptable use policy.
20.2 We will indemnify you against claims by third parties that your use of the Service as permitted by these terms infringes their UK intellectual property rights, excluding claims arising from Customer Content or from combinations with things we did not provide.
20.3 A party seeking an indemnity must tell the other promptly about the claim, let the other control its defence and settlement, and give reasonable help at the other's cost.
21. Changes to these terms
We may update these terms. We will give you at least 30 days' notice by email of changes that materially affect you, unless the change is needed sooner for legal or security reasons. If you do not agree, you may cancel before the change takes effect and we will refund prepaid fees for the period after it. Continuing to use the Service after that date means you accept the change.
22. General
22.1 Notices. We send notices to the Workspace owner's email address. You send notices to support@vitalos.co.uk.
22.2 Subcontracting. We may use subcontractors and sub-processors to provide the Service and remain responsible for them.
22.3 Assignment. You may not transfer your rights under these terms without our consent. We may transfer them to a group company or a buyer of the business, and will tell you.
22.4 Events outside our control. Neither party is liable for delay or failure caused by events beyond its reasonable control (for example, failure of a public network or a provider outage outside our control), provided it takes reasonable steps to limit the effect.
22.5 Entire agreement. These terms are the whole agreement between us about the Service and replace earlier discussions. Neither party relies on any statement not set out in them. Nothing excludes liability for fraud.
22.6 Third parties. No one other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
22.7 Severance and waiver. If a provision is found invalid, the rest stays in force. A delay in enforcing a right is not a waiver of it.
23. Law and courts
These terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.