Terms of Service

These terms are a contract between you and NexGen eHub Limited (company number 15533142), registered in England and Wales at 72 Sparrow Hall Road, Liverpool, L9 6BU. They apply to the NexGen eHub website, client portal, AI tools, automations and managed services (together, “the service”).

By creating an account, subscribing or using the service, you agree to these terms, our Acceptable Use Policy, our Privacy Policy and, where you send us personal data to process, our Data Processing Agreement. If you subscribe to a paid plan, you will also be asked to accept the agreement for that plan before payment. If a plan agreement conflicts with these terms on a matter specific to that plan, the plan agreement prevails for that matter.

Some customers are consumers and some are businesses. Where a section applies only to one group, it says so. Nothing in these terms removes rights you have as a consumer that cannot lawfully be excluded.

You must be at least 18 years old to use the service. If you use it for a business, you confirm that you have authority to bind that business to these terms. The service is designed for business use; it is not intended for children or for personal, household use.

You must give accurate account information, keep it up to date and keep your sign-in details secure. You are responsible for activity under your account, except where it results from our failure. Tell us promptly if you believe your account has been compromised.

Accounts are for the named account holder or business. Do not share sign-in credentials to avoid plan limits, and do not resell access unless we have agreed otherwise in writing. We may suspend an account where we reasonably believe it is being used in breach of these terms or the Acceptable Use Policy; where practical, we will tell you why and how to put it right.

The service includes software tools, AI-assisted features, storage for your work and support. The product pages describe what is available now, what is limited, what is available by enquiry and what is planned. Features labelled planned or coming soon are not part of the service until they are made available.

We may improve, change or retire features to keep the service secure and working. If a change materially reduces what a paid plan provides, we will give reasonable notice and, where appropriate, let you cancel before the change takes effect. We do not remove a paid feature mid-term without a fair remedy.

Some tools are deterministic calculators or checklists; others use AI. AI outputs are assistive and must be reviewed. Their limits are described in our AI Usage Policy.

We offer a Free plan, self-service paid plans and plans arranged by enquiry. The current plans, prices and inclusions are shown on our pricing page and at checkout.

• Billing intervals. Self-service plans are billed monthly or yearly. Yearly plans are charged in full for 12 months when you subscribe and renew each year unless cancelled.
• Renewal. Paid plans renew automatically at the end of each billing period using your payment method, unless you cancel before renewal. We will remind you where the law requires it.
• Plan changes. Upgrades and downgrades are handled through the client portal or with our team. A downgrade takes effect at the next renewal unless we agree otherwise. We do not remove credits already granted except as described in section 6.
• Business and Enterprise. These plans are arranged by enquiry and may have a separate order form. The order form and plan agreement govern the commercial detail.

Prices are shown in pounds sterling and are before VAT unless stated otherwise. Any VAT that applies to your order is identified on your invoice or confirmed with you in writing before payment. Business customers are responsible for their own taxes, duties and accounting treatment.

We may change prices. We will tell you before a price change applies to your renewal, and you can cancel before it takes effect. A price change does not alter the amount already charged for the current period.

AI features use credits. The credit cost of a request is shown before you run it, and every charge is recorded in your usage history in the client portal. Plan allowances are set out on the pricing page for the plan you buy.

• Renewal and expiry. Plan credits are added at the start of each billing period. Unused plan credits expire when the next allowance is added. On a yearly plan, credits are added monthly across the year.
• Free plan credits. The Free plan includes a one-time welcome allowance. It does not renew and stays on the account until used.
• Top-ups. Where top-up credit packs are offered in your portal, purchased top-up credits do not expire while your account is active. They are not cash, are not transferable and have no cash value.
• Fair use. Credits are for use through the normal features of the service. We may adjust or withhold credits obtained through error, abuse, duplicate grants or a reversed payment.

If a request fails before a result is produced, we aim to release the reservation so you are not charged for an outcome you did not receive. Your usage history is the record of what was charged.

Where a free trial is offered, it lasts seven days and includes the trial AI credit allowance shown at sign-up. Trials are available once per account, require no payment details and do not convert automatically into a paid subscription. At the end of a trial, access reverts to the Free plan unless you choose a paid plan.

Payments are processed by Stripe. By subscribing, you authorise recurring charges to your chosen payment method until you cancel. Card details are handled by Stripe and are not stored by us.

If a payment fails, we may retry it and will contact you. We may suspend paid features or AI access until the balance is settled, after giving you notice where practical. Your data is not deleted solely because a payment failed, but we may restrict access while an account is in arrears.

You can cancel a self-service subscription from the billing section of the client portal. Cancellation stops the next renewal; it does not end the current paid period, and access continues until that period ends. We do not normally refund part of a monthly or yearly period that has already started, except where the law requires it or we agree otherwise.

If you cancel during a trial, no charge is made. If you cancel a Business or Enterprise plan, the notice terms in your order form apply.

Consumers. If you are a consumer in the UK, you normally have 14 days from the day the contract is made to cancel a distance contract and receive a refund, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where you ask us to start the service immediately, you acknowledge that you lose the 14-day right once the service has been fully performed. If you cancel within the 14-day period before the service is fully performed, we may charge a proportionate amount for the service supplied up to cancellation and refund the rest.

To exercise this right, contact us at info@nexgenehub.com or use the contact form and state that you are cancelling. Refunds are made to the original payment method without undue delay and within 14 days of the cancellation or of us receiving the information we need.

Businesses and discretionary refunds. If you are a business, refunds are at our discretion unless your order form or the law says otherwise. We may consider a refund where a paid feature could not be used because of a fault on our side. We do not refund credits that have been used.

Future subscription rules. The subscription-contract provisions in Part 4, Chapter 2 of the Digital Markets, Competition and Consumers Act 2024 are not yet in force. We will update these terms and our renewal reminders before those rules apply to your plan.

You keep ownership of the content you upload or create, including documents, data, prompts and saved outputs. You give us a limited licence to host, copy, process and display that content as needed to provide the service, support you and keep backups. That licence ends when the content is deleted, except for copies retained in backups or as required by law.

You are responsible for having the right to submit the content, including any personal data in it. Where you send us personal data about other people, you confirm you have a lawful basis to do so and, where required, our DPA applies.

Keep your own copies of important material. The service is not a substitute for your own records, and we do not promise that any tool will preserve every version of every file.

We own the service, our software, designs, text, branding and underlying technology. These terms do not transfer ownership of any of that to you. You may use the service only as permitted by these terms.

You must not copy, resell, sublicense or create a competing service from our software, or attempt to extract source code, except where the law expressly allows it. If you send us feedback or suggestions, we may use them without obligation to you.

As between you and us, you may use AI outputs you generate for your business, subject to the rights of third parties and the terms of the AI provider. We assign to you any rights we have in the output, but we cannot guarantee that an output is protectable by copyright or free of third-party claims.

AI outputs can be wrong, incomplete or out of date. You are responsible for reviewing them before use, especially for legal, financial, medical, safety or regulated matters. Outputs are not legal, medical or other professional advice. See the AI Usage Policy.

Some features rely on third parties, including Stripe for payments, Google for AI processing and Supabase for authentication and database services. Their terms and privacy notices also apply to their part of the service. We are not responsible for a third party’s own acts or omissions, but we choose our providers carefully and remain responsible for the service we contract to provide to you.

Managed services are delivered by our team and are separate from the software subscription. Scope, deliverables, price, deadlines and revision rounds are agreed in writing before work starts, normally in an order form or statement of work.

Unless the order form says otherwise, fees are payable as stated in it, deliverables are provided for your internal business use, and you are responsible for reviewing and accepting them. Where you send us personal data for a managed service, the DPA applies.

We work to keep the service available and secure, but we do not promise uninterrupted availability unless a separate written service level applies. We may carry out maintenance, apply security fixes or suspend access to protect the service or other customers. Where a planned change is likely to cause a significant interruption, we will give reasonable notice in the portal or by email. This section does not affect your statutory rights.

You must follow the Acceptable Use Policy and keep your account secure. We may investigate suspected misuse and may suspend or restrict an account where we reasonably believe there is a security risk, unlawful activity, a threat to other customers or a material breach of these terms.

Where practical, we will tell you what has happened and give you a chance to respond before a permanent termination. We may act immediately where the risk is serious, such as a security incident, fraud or harm to another person.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Nothing affects your statutory rights as a consumer, including your right to a service performed with reasonable care and skill.

Business customers. Subject to the paragraph above, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity or loss of goodwill. Our total liability arising from or connected with the service is limited to the fees you paid us in the 12 months before the event giving rise to the claim. We are not liable for loss caused by your failure to keep backups or to review AI outputs.

Consumers. We are responsible for foreseeable loss and damage caused by us. We are not responsible for unforeseeable loss, or for loss caused by your misuse of the service or failure to follow our guidance.

You can stop using the service at any time and cancel a paid plan as described in section 9. We may end the agreement if you materially breach these terms and do not put it right within a reasonable period after notice, if payment remains overdue, or if we are required to do so by law.

When the agreement ends, your right to use the service stops. You can export your content before closure using the tools in the portal or by contacting us. We then delete or anonymise personal data as described in the Privacy Policy, except where we must keep records by law. Sections that by their nature should survive termination — including payment, intellectual property, liability and governing law — continue to apply.

If something has gone wrong, contact us first at info@nexgenehub.com or through the contact form. Please include your account reference and what you would like us to do. We will acknowledge your complaint and try to resolve it with you.

We do not currently subscribe to an alternative dispute resolution (ADR) scheme. This does not affect your right to take a dispute to court or, for consumers, to complain to a relevant regulator where one has jurisdiction.

These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, except that if you live in Scotland you may bring proceedings in Scotland, and if you live in Northern Ireland you may bring proceedings in Northern Ireland. Consumers also benefit from any mandatory protections in their country of residence.

We may update these terms to reflect changes in the service or the law. The “last updated” date shows the current version. If a change materially affects your rights or obligations, we will give reasonable notice by email or in the client portal before it takes effect. Continued use after the effective date means you accept the updated terms.

NexGen eHub Limited, 72 Sparrow Hall Road, Liverpool, L9 6BU. Email info@nexgenehub.com. Our Company Information page has our registered details.