Terms of Service

1. Who we are

EITRI is the trading name of a sole trader business based in England ("EITRI", "we", "us", or "our"). We build AI agents and custom software for businesses, and we look after what we build under an optional monthly retainer.

You can contact us at hello@eitri.so. Our postal address is 114A SILVERDALE AVENUE, WESTCLIFF-ON-SEA, SS0 9BD.

These Terms of Service (the "Terms") govern your use of our website (the "Site") and any services you buy from us (the "Services"). By using the Site, requesting a demo, or engaging us for any Service, you agree to these Terms.

2. Business customers only

Our Services are provided to businesses, not consumers. By engaging us, you confirm that you are acting for purposes relating to your trade, business, craft, or profession, and that the person accepting these Terms on behalf of your business has the authority to do so. Consumer protection laws that apply to consumer contracts do not apply to our engagements.

3. Our Services — and what we don't do

We build and deliver:

• AI agents — including the Sales Agent, the Customer Support Agent, and the Office Agent, built on your prices, your terms, and your own answers, and connected to your systems where those systems allow it.
• Custom software — dashboards, portals, job boards, quoting tools, and other systems built to your spec, quoted individually.
• The retainer — optional monthly management of what we built for you (see section 13).

We are not a marketing agency, an SEO agency, or an advertising agency. We do not run paid ads, manage social media, or generate traffic or leads. Our work is the software itself. Getting people to it is your side of the job.

Our agents work by text, email, and message. They do not place or answer phone calls.

4. The demo

We offer a demo so you can see how an agent behaves before you buy anything. When you submit your name, number, and email on the Site, one of our agents contacts you by text and email and you can put questions to it as a customer would.

• The demo is a demonstration, provided at our discretion, and it is our property. It is not built on your business data and it is not a working product for your company.
• Requesting a demo creates no obligation on you to buy, and no obligation on us to offer one to everyone.
• Anything the demo says is illustrative. It is not a quote, an offer, a warranty, or advice, and the prices and terms on the Site prevail over anything the demo tells you.
• You must give consent before we message you, and you can stop the messages at any time (see section 10).

5. Prices and payment

Our prices are published on the Site. The price you see is the price before you ever get in touch. If your build needs something beyond the published scope, you will see the number in writing before we start any additional work.

Builds are paid in full before we start work. We do not take deposits, we do not run stage payments, and we do not offer payment plans. Nothing is invoiced later that you did not agree to in writing first.

All prices are in {{ currencyName }} unless stated otherwise. Payments are processed by our payment provider, Stripe. Taxes, duties, and any charges applicable to you are your responsibility.

Prices on the Site may change at any time, but the price in effect when you pay is the price for your engagement.

The retainer is billed monthly in advance at the rate published on the Site or agreed with you in writing.

6. Refunds and cancellation

Builds: you may cancel at any time before taking delivery and receive a full refund of everything you have paid, no questions asked and no argument.

"Taking delivery" means the point at which the completed build is handed over to you: when we transfer the logins, credentials, code, or accounts to you, or put the build live in your environment, whichever happens first. Once you have taken delivery, fees are non-refundable.

The retainer: month-to-month with no minimum term. You can cancel any day, and cancellation takes effect at the end of your current billing period. Fees already paid for the current period are not refunded.

7. How we work: communication and delivery

Custom work carries no fixed completion date — every build is different, and we won't invent a deadline to win the job. What we commit to instead is visibility: while we build, you hear from us daily, and you get a test link so you can message your own agent while it is being built. Changes you request during the build are discussed and handled as we go; changes that expand the scope are quoted in writing before we do them.

Where a service carries a stated timeframe on the Site, that timeframe is our standard, and we deliver earlier when we can.

8. Your responsibilities

To let us do the work, you agree to:

• Provide accurate, complete, and current information about your business — prices, terms, availability, and the answers you want given.
• Supply the materials and access we need (logo, content, and access to the software that holds your jobs, calendar, and customer records) and respond to our questions within a reasonable time.
• Ensure you have the rights to everything you give us. If you supply content, branding, images, or data, you confirm they are yours to use and don't infringe anyone else's rights.
• Use the Services and your build lawfully.

If delays on your side hold up a build, the build waits — that isn't a breach by us.

Some software opens up to integration and some does not. If we cannot reach the data an agent needs to read, we will tell you before you have paid anything.

9. AI agents: how they work, and what is yours to carry

An agent answers on your behalf, in your name, using the information you gave us. Please read this section carefully, because it sets out who is responsible for what.

• It is not a person and it can be wrong. AI systems generate answers and can produce output that is inaccurate, incomplete, or unexpected, even when built and configured carefully. We do not warrant that any answer will be accurate, complete, or suitable for a particular purpose.
• You are responsible for what it says on your behalf. As between us, the agent speaks for your business. You are responsible for the accuracy of the prices, terms, availability, and answers you give us, for the messages the agent sends to your customers, and for any commitment, booking, quote, or price it communicates.
• Guardrails, not guarantees. We configure rules for what an agent will not discuss and hand awkward or sensitive matters to a human instead of guessing. Those guardrails reduce risk; they cannot remove it.
• Review it. While you are on the retainer, we review conversations and correct what the agent got wrong. Outside the retainer, reviewing the agent's output is yours to do.
• No professional advice. Agents must not be used to give legal, medical, financial, safety-critical, or other regulated advice, to make decisions about credit, employment, housing, or insurance, or for any purpose where an inaccurate answer could cause injury, loss, or a breach of law.
• Your customers are yours. You are responsible for your own privacy notice, your lawful basis for contacting your customers, and your compliance with the marketing and messaging laws that apply to you — including any obligation to tell your customers that an automated system may reply.
• Models change. The underlying AI models are provided by third parties and are updated, deprecated, and repriced by them. Where behaviour changes because a model changed, we will address it under the retainer; outside the retainer it is quoted as work.

We may use AI tools in producing your build. Everything we deliver is covered by these Terms regardless of how it was produced.

10. Messaging: text, email, and consent

When you tick the consent box on the Site you agree that EITRI may contact you at the number and email address you gave us, by text (SMS) and email, about your enquiry and our Services, including automated messages sent by one of our agents.

• What you will get: in the normal course, one text and one email, plus replies to anything you send back. If a conversation is running, message frequency varies.
• Rates: message and data rates may apply. Your carrier's charges are yours, and carriers are not liable for delayed or undelivered messages.
• Stopping: reply STOP to any text to opt out of texts, or reply HELP for help. You can also email hello@eitri.so at any time and we will stop. Unsubscribing from email is one click in any email we send.
• No sale of your number: we do not sell or rent your phone number or email address, and consent to be messaged by us is not a condition of buying anything.
• Under-18s: our Services are for businesses, and you must be 18 or over to give consent.

Consent is recorded when you submit the form. How we handle your information is set out in our Privacy Policy.

Where an agent we built messages your customers, the messaging programme is yours: you are the sender of record, you are responsible for having consent to contact them, for honouring opt-outs, and for complying with the messaging rules that apply in your area. We configure the agent to honour standard opt-out keywords.

11. Ownership and intellectual property

When your build is complete and paid for in full, it is yours. That means: the code we wrote for your build, the configuration and prompts written for your agents, the database structure and its contents, and the content we created for it are yours. Your accounts, your domain, your data — yours.

Two ordinary exceptions:

• We keep ownership of our general know-how, techniques, and any pre-existing or generic components and tooling we bring to every job. Where any of those sit inside your build, you have a permanent, royalty-free licence to use them as part of your build. This never gives us any right to your specific build — see section 12.
• Materials you supplied to us remain yours throughout.

Until payment clears, the work in progress and any demo remain our property.

Unless you ask us not to (one email is enough), we may identify you as a client and show non-confidential parts of completed work in our portfolio.

The Site, its content, and the EITRI name and branding are our property. You may not copy, scrape, reproduce, or reuse them without our written permission.

12. Never resold

The build we make for you is never sold, licensed, rented, or repurposed for anyone else — including your competitors. A competitor who finds us pays for his own build from scratch, at full price.

13. The retainer

The retainer is our monthly management plan for the things we built for you. It costs {{ retainerPrice }} a month regardless of how much we built. While you are on it:

• We look after everything we built: hosting and workflows kept running, your information kept current as your prices and terms change, conversations reviewed and corrected, moving onto better models as they arrive, your connections kept alive, your AI spending cap watched, backups, and account renewals.
• You get priority support: one message, and changes start the same day where reasonably possible.
• Small changes are included. Entirely new builds and new products are not — they are quoted separately before anyone builds anything.
• The retainer covers only what EITRI built. We can't take responsibility for systems other people built.

It is optional, month-to-month, with no contract, and you can stop any day (see section 6). While you stay, your price does not go up: if we raise the price, we raise it for new customers. If you stop and rejoin later, you join at the then-current price.

If you stop, we do a full handoff: every login, credential, and detail is handed over, written down, and everything is yours to manage as you please. From the moment of handoff, hosting, renewals, upkeep, review of the agent's output, and third-party fees are your responsibility, and our access ends.

Outside the retainer, one-time fixes and changes are quoted at our then-current rates, in writing before we start. Same-day priority is available to retainer clients only.

14. Third-party services, accounts and costs

Builds rely on third-party services: hosting, databases, domains, APIs, payment processors, messaging providers, and the AI models that power your agents. Those services belong to their providers, their terms apply to your use of them, and their fees are yours.

• Accounts in your name. Where a service needs an account, it is opened in your name and billed to you direct at the provider's normal price. We add nothing on top.
• Spending caps. Your AI account is set with a spending cap, so your bill cannot exceed the cap you set. A cap that is set too low can stop your agent replying; raising it is your decision.
• You see the numbers first. We tell you the running costs before anything is set up.
• Platform rules. Where a build touches a third-party platform, that platform decides its own rules, approvals, availability, and pricing, and can change them. We are not responsible for third-party outages, price changes, or rule changes, though on the retainer we manage those services on your behalf and deal with the fallout as part of the plan.

15. No guarantee of business outcomes; no professional advice

We build and maintain software. We do not guarantee any business result — leads, jobs, sales, bookings, rankings, traffic, revenue, or savings. Our agents answer and sell to the people already coming to you; they do not find new customers. What your business does with the software, and what comes through the door, depends on your business and factors outside our control.

Nothing on the Site or in our communications is legal, tax, accounting, or financial advice. That includes anything about tax deductibility — whether and how a purchase is deductible depends on your circumstances, so confirm it with your accountant.

16. Confidentiality

Each of us will keep the other's non-public information confidential and use it only for the engagement. This doesn't apply to information that is public, already known, independently developed, or that must be disclosed by law. Your business information stays between us; our methods and pricing discussions stay between us.

17. Data protection

Our own handling of personal data (yours, and your team's contact details) is described in our Privacy Policy.

Where a build or the retainer involves us hosting, running, or managing systems that contain personal data belonging to your business — for example, your customers' or crew's details, and the conversations your agents have with them — we process that data on your behalf and on your instructions. In legal terms, you are the controller and we are your processor. For that data we will: use it only to deliver the Services; keep it confidential and secure; engage sub-processors (such as hosting, messaging, and AI providers) only as needed to deliver, under terms no less protective than these; tell you without undue delay if we become aware of a personal data breach affecting it; assist you as reasonably needed with your own compliance and with requests from the people whose data it is; and on handoff or termination, hand it over and delete what we hold, as you instruct.

You are responsible for your own privacy notices, lawful bases, and compliance towards your customers. If you need a separate data processing agreement for your records, ask us and we will sign one.

18. Website use

You may browse the Site and use the forms for their intended purpose. You may not: scrape or systematically collect content or data from the Site; interfere with its operation or security; submit someone else's contact details or misrepresent who you are in a form; or use the Site for anything unlawful. Information on the Site is provided in good faith but may contain errors; we may correct or update it at any time.

19. Warranties and defects

We provide the Services with reasonable skill and care. If something we built does not work as agreed at the point of delivery, tell us within 30 days of taking delivery and we will fix it at no charge. That covers defects in what we built — not changes of mind, new features or scope, issues caused by third-party services or model changes, or problems caused by changes made by you or anyone else after handoff.

Except as expressly set out in these Terms, and to the fullest extent permitted by law, all other warranties, conditions, and terms implied by law are excluded. In particular, we do not warrant that any AI output will be accurate, complete, or uninterrupted. After handoff, and outside the retainer, your build is yours to run, and it is provided as-is beyond the 30-day defect promise above.

20. Limitation of liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under the law of England and Wales.

Subject to that: we are not liable for indirect or consequential loss, loss of profits, loss of revenue, loss of business, loss of anticipated savings, loss of goodwill, loss or corruption of data, or third-party claims arising from what an agent said on your behalf, in each case arising from or in connection with the Services or the Site. Our total liability to you arising from or in connection with any engagement, however arising, is limited to the amount you paid us for the specific Service giving rise to the claim (and for the retainer, the amounts paid in the 12 months before the claim arose).

You are responsible for keeping your own backups of anything important to you. After handoff, your systems, data, and their upkeep are in your hands unless you are on the retainer.

21. Indemnity

You will compensate us for losses, claims, and reasonable costs we suffer arising from: materials, data, or instructions you supplied that infringe someone else's rights or break the law; your business's use of the build towards your own customers, including messages sent to them by an agent we built; or your breach of these Terms.

22. Events beyond our control

Neither of us is responsible for delay or failure caused by events beyond reasonable control (including outages of third-party platforms and AI providers, natural events, or other force majeure). The affected obligations pause for the duration.

23. Changes to these Terms

We may update these Terms from time to time. The version in force when you pay governs that engagement; for the retainer and Site use, updated Terms take effect when posted, and material changes will be notified. Continued use after the effective date means you accept the updated Terms.

24. General

These Terms, together with anything agreed with you in writing for your engagement (email counts), are the entire agreement between us. If any provision is found unenforceable, the rest remain in force. A failure to enforce a right is not a waiver of it. These Terms don't create any partnership, joint venture, employment, or agency relationship between us, and no third party has rights under them.

We may transfer our rights and obligations under these Terms to a successor of our business — for example, if the business is incorporated or sold — and your service continues unchanged. You may not transfer yours without our written agreement, which we won't unreasonably withhold.

25. Governing law and jurisdiction

These Terms, and any dispute arising from them or the Services, are governed by the laws of England and Wales. The courts of England and Wales have non-exclusive jurisdiction, which means we may also bring proceedings where you are based if we need to.

26. Contact

EITRI
hello@eitri.so
114A SILVERDALE AVENUE, WESTCLIFF-ON-SEA, SS0 9BD