Terms of Service

The terms under which Padmina is provided to subscribing venues.

The service

Padmina is an AI assistant that handles customer enquiries on behalf of subscribing venues across web chat, Instagram, Messenger, WhatsApp and inbound phone calls. Which channels are included depends on your plan — limits and inclusions are listed on the pricing page. We may improve, change, or deprecate features with reasonable notice.

Subscription and billing

• Plans are billed monthly in advance unless otherwise agreed in writing.
• 14-day free trial on the Starter tier, with no card required during the trial.
• Founding-10 pricing (£199/month for Growth) applies for the first 12 months of subscription, after which the standard Growth price applies. The Founding-10 offer begins with a 14-day free pilot on your live channels; the 12-month founding period runs from the end of that pilot, and the offer is conditional on the testimonial and case-study contributions described at sign-up.
• Plans do not carry a per-message or per-conversation limit. Usage is governed by the Fair usage section below; we will not interrupt customer-facing replies mid-conversation.
• Voice (phone answering) plans include a fair-use allowance of voice minutes per month — currently 250 on Growth and 2,000 on Pro.
• Voice minutes: no overage charges. We do not bill per-minute overage and you will not receive a surprise invoice. Specifically: (a) a call already in progress always completes, and reaching your allowance never interrupts the service mid-month; (b) we aim to notify you at around 80% of your monthly allowance; (c) an occasional month over the allowance carries no charge; (d) if your usage is consistently above the allowance — as a guide, two consecutive months or more than 150% of it — we will contact you to agree the right plan, which is normally a move from Growth to Pro; (e) an optional additional 250 minutes per month is available on Growth for £59/month, limited to one such addition per account, giving Growth a practical ceiling of 500 minutes before the Pro conversation.
• As a backstop only, and solely where usage exceeds approximately twice the fair-use allowance and we have already contacted you about it, we may pause the answering of new inbound calls until a suitable plan is agreed. We will never end or interrupt a call that is already in progress.
• Either party may cancel at any time. Refunds are not given for the current billing period; you retain access until the end of that period.

Fair usage

Our plans are flat-rate because we expect normal enquiry traffic from one venue's own customers. "Fair usage" means exactly that. Specifically:

• One subscription, one venue. A Starter, Growth or Pro subscription covers a single venue at a single location — its channels, its calendar, its enquiries. Groups, multi-site operators and anyone answering for more than one business need a Custom plan, which is priced per venue with its own allowances.
• Your own channels only. The web chat widget may be embedded on the subscribing venue's own website(s). Connected Instagram, Messenger and WhatsApp accounts must belong to that venue. Padmina may not be resold, white-labelled or offered to third parties without a Custom agreement.
• Genuine customer traffic. Conversations are expected to come from real customers enquiring about the venue. Automated, scripted, bulk or generated traffic, or use of the assistant for purposes unrelated to the venue's enquiries, is outside fair usage. We rate-limit conversations to protect the service for everyone, and we may throttle or block traffic that shows these patterns.
• Voice minutes are the one usage with a published allowance — 250 minutes per month on Growth and 2,000 on Pro — and are handled exactly as set out under Subscription and billing above: no overage charges, no interruption of a call in progress, a heads-up at around 80%, an occasional busy month absorbed, and a conversation about the right plan if usage is consistently above the allowance.
• Uploaded materials. The files you upload (menus, packages, policies, brochures) should relate to the subscribing venue. Individual files are limited to 100MB and we may set a reasonable overall storage allowance per venue, which we will publish before enforcing.
• What happens if usage falls outside fair usage. We will contact you first and propose the appropriate plan. We never issue overage charges or surprise invoices; any change to what you pay is agreed with you in advance. Where usage is clearly abusive or puts the service at risk for other customers, we may suspend the affected channel on notice.

Acceptable use

You agree not to use Padmina to send spam, harass customers, misrepresent your business, or process content that is illegal under UK law. We may suspend the service if these terms are breached.

Your responsibilities

• Keeping account credentials secure.
• Ensuring AI disclosures shown to your end-customers comply with applicable consumer law.
• Reviewing automated replies during the trial period and tuning where needed.

Intellectual property

You retain all rights in your venue's content (packages, prices, voice). We retain all rights in the Padmina platform, including the AI models, training data, and orchestration. Your data is yours; our software is ours.

Limitation of liability

To the maximum extent permitted by law, our total aggregate liability arising out of or in connection with the service is limited to the fees paid by you in the 12 months preceding the claim. Nothing in these terms limits liability for fraud, death, or personal injury caused by negligence.

Governing law

These terms are governed by the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

Questions about these terms: admin@padmina.co.uk.