Terms of Service

Lynna is a product of Lynna Labs Ltd, a company registered in England and Wales (company number 17168299), whose registered office is at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom ("we", "us", "our"). These Terms of Service, together with our Data Processing Agreement and Privacy Notice, form the agreement between us and the business that uses Lynna ("you").

By creating an account, starting a trial or using the service on behalf of a business, you agree to these terms and confirm that you have authority to bind that business.

Lynna is sold to businesses, such as letting agents, trades, salons and clinics, for use in the course of their business. It is not offered to consumers, and by accepting these terms you confirm you are not acting as a consumer. Consumer protection rules that apply only to consumers, such as the 14-day cancellation right for online purchases, therefore do not apply.

Lynna lets you add knowledge (your website, documents, notes and saved answers), place an AI assistant on your website with a short code snippet or share it through a hosted page, and manage the Questions it cannot answer. Visitors can ask questions in their own words; the assistant answers from your knowledge with its sources, and passes anything it cannot answer to your team.

We may improve, add to or change features. We will give you reasonable notice of any change that materially reduces what your plan includes.

• You must give accurate details and keep your sign-in secure. You are responsible for everything done through your account and by people you invite to your workspace.
• Each person may have one workspace and one free trial. Owners decide who joins the workspace and what role they have.
• Tell us straight away at hello@lynnalabs.com if you think someone has accessed your account without permission.

New workspaces start with a 14-day free trial with smaller limits (shown on our Pricing page). No payment card is needed to start.

When the trial ends without a paid plan, or a paid subscription ends, the workspace moves to the Free plan. The assistant keeps answering within the Free plan's limits (shown on our Pricing page); your knowledge and settings are kept, and content beyond those limits stays but nothing more can be added until you are within them. We may change the Free plan's limits or withdraw it with at least 30 days' notice by email.

• Prices: Plans are charged monthly or annually in advance, in pounds sterling, at the prices on our Pricing page. Prices exclude VAT, which is added at the applicable rate. Stripe handles payment and issues VAT invoices; we never see your full card details.
• Renewal: Subscriptions renew automatically at the end of each billing period until you cancel.
• Price changes: We will give you at least 30 days' notice by email before a price change applies to your subscription. The new price applies from your next renewal, and you can cancel before then.
• Changing plan: You can upgrade or downgrade from the billing portal. Stripe adjusts the charge for the rest of the period.
• Failed payments: If a payment fails, you keep your plan for 7 days while Stripe retries. After that the workspace moves to the Free plan until payment is made. Your data is kept.

Each plan includes a number of AI replies per billing period, and limits on web pages, documents, team seats and branches or departments. When the reply allowance is used up, the assistant stops generating answers until the next period or until you upgrade; visitors can still leave questions for your team, and we email owners once when this happens. Unused replies do not roll over.

Owners on a paid plan can buy reply packs of 1,000 extra AI replies for £20 plus VAT each, paid once through Stripe at the time of purchase; nothing is charged automatically. Pack replies are used only after the plan's reply allowance for the period is used up, do not expire while your workspace exists, remain usable if you change or end your plan, and are deleted with your workspace. Reply packs are not refundable except where we have materially failed to provide the service or the law requires it.

Some automated work has daily limits to keep the service fair and reliable, such as manual refreshes of a source and AI-drafted answers. Very large websites are refreshed weekly rather than daily.

You can cancel at any time from the billing portal. Cancellation takes effect at the end of the current billing period, and you keep your plan until then; after that the workspace moves to the Free plan. Fees already paid are not refunded, except where we have materially failed to provide the service or the law requires it.

You can delete your workspace at any time from Settings. This permanently deletes your knowledge, conversations, Questions and uploaded files and cancels your subscription.

You keep all rights in the knowledge you add and the answers your team writes. You give us a licence to store, process and display that content only as needed to run the service for you, including generating answers for your visitors.

You are responsible for your content: that it is accurate, up to date and lawful, that you have the right to use it, and that it does not include other people's personal data unless you have a lawful basis to process it. Remove customers' and other people's personal details from documents before you upload them.

Our crawler reads only the websites you add, follows their robots.txt rules and identifies itself as LynnaBot. Only add websites you own or are entitled to use.

The assistant generates answers automatically from your knowledge. AI can be incomplete or wrong, so it shows its sources, tells visitors they are talking to an AI, and passes questions it cannot answer to your team. You should review your knowledge regularly and correct anything inaccurate.

Lynna does not give legal, financial or other professional advice, and the assistant is instructed to refuse such requests and route them to your team. You remain responsible for the information you publish to your visitors through the assistant and for meeting your own regulatory obligations, including those of any regulator, trade body or redress scheme you belong to.

You must not use Lynna to:

• Publish unlawful, misleading, discriminatory or harmful content, or content that breaches anyone's rights.
• Collect personal data covertly, send spam, or impersonate anyone.
• Embed the assistant on websites you do not control, or present it as a human.
• Probe, overload, reverse engineer or disrupt the service, get around usage limits, or access another business's data.
• Resell or provide the service to third parties as your own, except to the businesses you manage within your own workspace.

For your visitors' data (their conversations and any contact details they choose to leave) you are the controller and we process it on your behalf. Our Data Processing Agreement, at /dpa, applies to that processing and forms part of these terms.

For your account, workspace and billing data we are the controller, as described in our Privacy Notice at /privacy.

Each of us will keep the other's confidential information confidential and use it only for this agreement, except where disclosure is required by law. This does not apply to information that is or becomes public through no fault of the recipient.

We own Lynna, including its software, design and documentation. You may use it for your business during your subscription. If you send us feedback, we may use it without obligation to you.

We aim to keep Lynna available and to fix problems promptly, but the service is provided without a guaranteed level of availability and may occasionally be interrupted for maintenance or by events outside our control. Support is by email at hello@lynnalabs.com.

We may suspend or end your access if you materially breach these terms and do not put it right within 14 days of our notice, or straight away if your use puts the service, other customers or visitors at risk or breaks the law.

When the agreement ends, the assistant stops answering. You can delete your workspace from Settings at any time, which deletes your data straight away, or ask us to and we will do so within 30 days, except where we must keep records by law. Export anything you need, such as your conversations as CSV, first.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

Subject to that, neither of us is liable for loss of profit, revenue, business, goodwill or anticipated savings, or for indirect or consequential loss. Our total liability arising out of or in connection with this agreement in any 12-month period is limited to the fees you paid us in that period.

You will indemnify us against claims from third parties arising from content you add to Lynna or from your breach of the acceptable use rules.

Neither of us is responsible for delay or failure caused by events outside our reasonable control, such as the failure of a third-party provider, a cyber attack or a natural disaster. We will tell you if this affects the service and do what we reasonably can to reduce the impact.

We may update these terms. We will email owners at least 30 days before a material change takes effect. If you do not agree, you can cancel before the change applies. Continuing to use the service afterwards means you accept the updated terms.

These terms are the entire agreement between us about Lynna. You may not transfer them without our consent; we may transfer them to a company that takes over the service, and will tell you if we do. If any part is found unenforceable, the rest still applies. Notices to you are sent to the email address of your workspace owners; notices to us go to hello@lynnalabs.com.

These terms, and any dispute about them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. We will always try to resolve a problem with you directly first.

Email hello@lynnalabs.com, or write to Lynna Labs Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.