1. Agreement
These terms apply when you use odel-labs (“the platform”) at hellofixi.com or any subdomain operated under the same brand. By signing in, you agree to them. If you are agreeing on behalf of an organisation, you confirm you have authority to bind that organisation to them.
The platform is provided by FIXI Group Limited(“we”, “us”), a private limited company registered in England and Wales (company number 16725973), registered office 86–90 Paul Street, London EC2A 4NE.
2. Your account
- You are responsible for the security of your account credentials and any action taken under your account.
- You must be at least 18 years old to create an account.
- You must use a valid email address and provide accurate information.
- We may suspend or terminate any account that breaches these terms or our acceptable use policy.
3. The service we provide
We provide odel-labs on a continuous best-effort basis. Our target availability is 99.5% measured monthly, excluding scheduled maintenance announced at least 48 hours in advance. Customers on a paid plan with a signed Service Level Agreement receive the SLA stated there in priority over this section.
We may add, change, or withdraw features. Where a change is material and adverse to a customer (a feature is removed or significantly restricted), we provide at least 30 days' notice and a way to export affected data.
4. Fees, billing, and renewals
- Plan fees are stated upfront before purchase and on the invoice. We do not use drip pricing.
- Monthly plans renew on the same day each month; annual plans renew on the same date each year.
- For annual renewals we send reminders 28 days and 14 days before the renewal date, in line with the Digital Markets, Competition and Consumers Act 2024 (DMCC).
- You can cancel any subscription at any time from the dashboard. Cancellation takes effect at the end of the current term unless you elect immediate cancellation, in which case we refund the unused portion on a pro-rata basis (annual plans only, within the 14-day cooling-off window).
- Late payments accrue statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 if applicable.
- All fees are exclusive of VAT, which is applied at the prevailing rate where required.
5. Cooling off
Where you are a consumer (not acting in a business capacity) you have 14 days from the start of your annual subscription to cancel for any reason and receive a full refund. We acknowledge that you waive this right by using the platform during the cooling-off period; if you do, we may deduct an amount proportionate to the use you have made.
6. Acceptable use
You must use the platform in accordance with our acceptable use policy. Breach gives us the right to suspend or terminate your account.
7. Intellectual property
- You keep ownership of all content you put into the platform (“Customer Content”).
- You grant us a worldwide, non-exclusive, royalty-free licence to host, store, transmit, copy, and display Customer Content solely as necessary to provide the service to you.
- We do not use Customer Content to train any model or to develop features for other customers, except where you have explicitly opted in.
- The platform itself, including its software, design, brand, and documentation, is our intellectual property or licensed to us. You receive no rights in it beyond the right to use the service per these terms.
8. Data processing
For personal data within Customer Content, we act as the processor and you act as the controller. The data processing terms in our Data Processing Agreement (DPA) form part of these terms; the DPA is available on request. Our sub-processors are listed at /sub-processors.
9. Warranties
We warrant that the service will be provided with reasonable skill and care. We do not warrant that the service will be uninterrupted or error-free, or that all defects can be corrected. Statutory rights that cannot be excluded under English law are unaffected.
10. Liability
Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be lawfully limited.
Subject to that, our total aggregate liability arising out of or in connection with the service in any 12-month period is capped at the fees you paid us in the same period.
We are not liable for: loss of profit; loss of revenue; loss of anticipated savings; loss of goodwill; loss arising from a third-party service we depend on (e.g. a sub-processor outage); or any indirect or consequential loss.
11. Termination
- You may close your account at any time.
- We may suspend or terminate your account on 30 days' notice for any reason, or immediately for material breach (including breach of the acceptable use policy).
- On closure we soft-delete your data for 30 days to allow restoration, then purge it. Financial records are retained for six years per HMRC requirements.
12. Changes to these terms
We notify you of material changes by email at least 30 days before they take effect. Continued use of the platform after a change takes effect is acceptance of the updated terms. If you do not accept a change you can close your account.
13. Governing law and jurisdiction
These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising out of or in connection with these terms.
14. Complaints
We try to resolve any issue informally first. Email support@hellofixi.com; we acknowledge within one working day. If we cannot resolve the matter within 30 days, you may refer it to the Information Commissioner's Office (for data-protection issues) or to a court of competent jurisdiction.
15. Contact
FIXI Group Limited, 86–90 Paul Street, London EC2A 4NE.
General: hello@hellofixi.com.
Support: support@hellofixi.com.
Privacy: privacy@hellofixi.com.
Security: security@hellofixi.com.