Terms of Service

Effective Date: 22 March 2026 Last Updated: 28 May 2026

1. Introduction

These Terms of Service ("Terms") govern your access to and use of the CTrend platform ("Service"), operated by CTrend Ltd ("Company", "we", "us", or "our"), a company registered in England and Wales (Company Number: 17200901, Registered Address: 61 Bridge Street, Kington, Herefordshire, HR5 3DJ).

By accessing or using the Service, you agree to be bound by these Terms. If you do not agree, you may not use the Service.

2. Definitions

3. Eligibility and Business-to-Business Use

3.1. Business Use Only. The Service is offered exclusively for use by businesses, organisations, and self-employed professionals in the course of their trade, business, or profession. The Service is not intended for, marketed to, or available to consumers (as defined in the UK Consumer Rights Act 2015 or equivalent legislation in other jurisdictions).

3.2. Customer Representations. By accessing or using the Service, the Customer represents and warrants that:

(a) the Customer is at least 18 years of age;

(b) the Customer is acting in the course of a trade, business, or profession;

(c) the Customer has full legal authority and capacity to enter into these Terms on behalf of the entity (if any) on whose behalf the Customer is acting;

(d) the Customer is not registering, accessing, or using the Service as a consumer for personal, family, or household purposes.

3.3. Consumer Protection Legislation. Because the Service is provided exclusively for business use, consumer protection legislation (including but not limited to the UK Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and equivalent legislation in other jurisdictions) does not apply to these Terms or to the relationship between CTrend and the Customer.

3.4. Misrepresentation. If CTrend determines, at its sole discretion, that the Customer is using the Service as a consumer rather than for business purposes, CTrend reserves the right to suspend or terminate the Customer's account immediately. The Customer's misrepresentation does not entitle the Customer to consumer protection rights.

3.5. Conflict. This Section 3 supplements and clarifies any other provision of these Terms relating to the nature of the Customer or the use of the Service. In the event of conflict between this Section 3 and any other provision, this Section 3 prevails for the purpose of determining whether the Customer is a business or a consumer.

4. Account Registration

4.1. You must provide accurate and complete information when creating an Account.

4.2. You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your Account.

4.3. You must notify us immediately of any unauthorised use of your Account.

4.4. Disposable or temporary email addresses are not permitted for registration.

5. Subscriptions and Payments

5.1. The Service offers various subscription plans with different features, message limits, and AI capabilities.

5.2. Free trial subscriptions are subject to the trial duration and message limits specified at the time of registration. Each communication channel identifier (phone number, email address) may only be used for one free trial. Creating multiple accounts to obtain additional free trials is a violation of these Terms and may result in account suspension.

5.3. Paid subscriptions are billed monthly or annually. Prices are displayed in GBP (£) unless otherwise stated.

5.4. Payments and Refunds. Payment processing is handled by Paddle.com Market Ltd ("Paddle"), which acts as our authorised reseller and Merchant of Record. By subscribing, you also agree to Paddle's terms of service. All invoices, payment collection, refunds, and applicable tax compliance are managed by Paddle. Our Refund Policy is set out in Section 5.7 below and at ctrend.co.uk/legal/refunds.

5.5. We reserve the right to change pricing with 30 days' notice. Existing subscriptions will be honoured until the end of the current billing period.

5.6. Feature access is determined by your subscription plan. Features may be restricted or unavailable on lower-tier plans.

5.7. Refund Policy.

5.7.1. Merchant of Record. All payments are processed by Paddle as our Merchant of Record. Any refund is issued by Paddle to the original payment method.

5.7.2. Free trial. The Service includes a 14-day free trial so that you can evaluate it before any payment is taken. We encourage you to use the trial to confirm the Service meets your needs prior to subscribing.

5.7.3. Subscriptions. Subscription fees are billed in advance (monthly or annually) and are generally non-refundable, except where a refund is required by applicable law or is granted by us at our discretion. We do not provide pro-rata refunds for partial billing periods or for periods during which you did not use the Service.

5.7.4. Cancellation. You may cancel your subscription at any time from your account settings or by contacting us. Cancellation stops future billing; your subscription remains active and you retain access until the end of the current paid period, after which it will not renew.

5.7.5. Requesting a refund. To request a refund, contact us at support@ctrend.co.uk. You may also be able to request a refund directly through Paddle using the receipt or invoice Paddle sent you. We aim to respond to refund requests within five (5) business days.

5.7.6. Statutory rights. Where mandatory consumer-protection or statutory rights apply to you, nothing in this Refund Policy limits or excludes those rights.

6. Acceptable Use

You agree not to:

7. AI Features

7.1. The Service includes AI-powered features for automated responses, message routing, conversation escalation, contact memory, and knowledge retrieval.

7.2. AI-generated content is provided "as is" without guarantees of accuracy, completeness, or appropriateness.

7.3. You are solely responsible for: - Configuring AI agent personas, knowledge bases, and skills appropriately - Reviewing and approving AI-generated content where required - Ensuring AI agents do not provide regulated advice (medical, legal, financial) unless you are qualified to supervise - Monitoring escalated conversations and responding in a timely manner

7.4. We are not liable for any damages resulting from AI-generated content, including but not limited to incorrect information, inappropriate responses, or failed escalations.

7.5. AI agents may automatically extract factual information from conversations to provide personalised responses. You may disable this feature in your tenant settings.

7.6. Knowledge bases uploaded to the Service are used solely for your AI agents' retrieval-augmented generation and are not shared with other tenants or used for AI model training.

7A. Customer Responsibility for AI Configuration and Outputs

Plain English summary: When you build an AI agent on CTrend, the agent is yours, not ours. We provide the platform; you decide what the agent says, how it behaves, and what business decisions it makes. We are not a party to any transaction your agent conducts. If your agent gives wrong information, takes a wrong order, or makes a mistake in production, that is your responsibility — like an employee you have hired and trained. We provide the tools; you run the business.

This Section 7A sets out additional obligations of the Customer that supplement those described in Section 7.3.

7A.1 Pre-Production Testing. The Customer is solely responsible for thoroughly testing each AI agent in a non-production environment before deploying it to communicate with end users. CTrend does not pre-validate Customer agent configurations, knowledge base content, skills, or routing rules, and assumes no obligation to do so. The Customer acknowledges that AI behaviour can vary across inputs and that comprehensive testing is essential before production deployment.

7A.2 Business Decisions and Transactions. The Customer is solely responsible for any business decision, transaction, communication, commitment, or representation made by their AI agents, including but not limited to: order processing, appointment booking, pricing quotes, product recommendations, refund decisions, contractual statements, regulatory representations, and any other automated action that creates obligations or expectations on the part of an end user. The Customer acknowledges and agrees that:

(a) CTrend is not a party to any transaction, contract, or commitment entered into by an AI agent and an end user;

(b) CTrend does not act as agent, broker, intermediary, or representative of the Customer in any such transaction;

(c) The Customer remains solely liable to its end users for the consequences of any agent action, including financial loss, missed deliveries, incorrect bookings, or regulatory non-compliance;

(d) For high-stakes interactions (including but not limited to: financial transactions, medical or health information, legal advice, regulated services, and irreversible commitments), the Customer is responsible for implementing appropriate human-in-the-loop review, fallback mechanisms, and confirmation steps.

7A.3 Knowledge Base and Configuration Accuracy. The Customer is solely responsible for the accuracy, completeness, currency, and lawfulness of any information uploaded to a knowledge base, used to train an agent, or referenced in agent configuration. CTrend does not verify, validate, or warrant the accuracy of Customer-provided content. The Customer is responsible for keeping knowledge base content current and removing outdated or incorrect information.

7A.4 Third-Party AI Provider Changes. AI agents on CTrend rely on third-party AI providers (including but not limited to Anthropic, OpenRouter, and other LLM providers selected by the Customer through the BYOK feature). The Customer acknowledges that:

(a) Third-party AI providers may modify, deprecate, replace, or change the behaviour of AI models without notice to CTrend or to the Customer;

(b) Identical inputs to the same agent may produce different outputs over time as underlying models change;

(c) CTrend does not warrant that AI agents will produce consistent or identical outputs over time;

(d) CTrend is not liable for any change in agent behaviour resulting from third-party AI provider changes, including but not limited to: model deprecation, pricing changes, rate limit changes, regional availability, or content policy updates.

7A.5 Messaging Channel Compliance. The Customer is solely responsible for ensuring their use of any third-party messaging channel (including WhatsApp, Telegram, Viber, Facebook Messenger, Instagram, email, and any other connected channel) complies with the policies, terms of service, and operational requirements of that channel. This includes, without limitation, the WhatsApp Business Policy, WhatsApp Commerce Policy, Telegram Terms of Service, Viber Terms, and Meta Platform Terms. The Customer acknowledges that:

(a) Channel providers may suspend, restrict, or terminate Customer accounts at their sole discretion;

(b) CTrend has no control over channel provider decisions and is not liable for consequences of channel suspension, restriction, or termination;

(c) The Customer is responsible for obtaining all necessary opt-ins and consents from end users as required by the relevant channel and applicable law (including PECR and ePrivacy Directive).

7A.6 Connector Setup and Credentials. By connecting a messaging channel (including but not limited to WhatsApp, Telegram Bot, Telegram Personal, Email IMAP/SMTP, Facebook Messenger, Instagram, Viber, and Webchat), the Customer:

(a) Confirms they have the right and authority to connect the account, phone number, bot, or email address to the Service;

(b) Acknowledges that credentials provided during setup (bot tokens, API keys, IMAP/SMTP passwords, phone numbers) are stored in encrypted form and are used solely to operate the connection on the Customer's behalf;

(c) Accepts responsibility for the security of the connected account and for promptly disconnecting or revoking access if the account is compromised;

(d) For Telegram Bots: confirms compliance with the Telegram Bot Developer Terms of Service (https://telegram.org/tos/bot-developers) and agrees to provide a Privacy Policy to end users of the bot via @BotFather;

(e) For Telegram Personal accounts: acknowledges that using a personal account for automated messaging may result in restrictions or suspension by Telegram, and that CTrend is not liable for any such action;

(f) For Email (IMAP/SMTP): confirms they have authorisation to access the email account and that the use complies with the email provider's terms of service;

(g) For WhatsApp (Evolution API): acknowledges that the connection uses an unofficial integration method and that WhatsApp may restrict or terminate access at any time without notice.

7A.7 Platform Provider, Not Operator. CTrend provides a platform on which the Customer designs, builds, and deploys AI agents. CTrend does not operate, supervise, control, or take responsibility for the day-to-day operational behaviour of agents created by Customers. The Customer is the sole party responsible for the design, configuration, content, deployment, and operational behaviour of their agents. Any error, omission, misstatement, financial loss, missed booking, incorrect order, regulatory breach, or other damage caused by the operation of an AI agent is the sole responsibility of the Customer who configured and deployed that agent.

8. Mobile App and Extension

8.1. The Mobile App provides access to conversations, messaging, and AI features on mobile devices.

8.2. The Extension provides translation, speech-to-text, and AI features within WhatsApp Web.

8.3. Both the Mobile App and Extension are subject to these Terms and our Privacy Policy.

8.4. We may release updates to the Mobile App and Extension that you must install to continue using them.

9. Webchat Widget

9.1. The Webchat Widget may be embedded on third-party websites to enable real-time chat with your AI agents.

9.2. You are responsible for informing your website visitors about the use of the Webchat Widget and linking to your privacy policy.

9.3. The Widget collects visitor name, email (if configured), and message content. This data is processed in accordance with our Privacy Policy.

10. Data and Privacy

10.1. Your use of the Service is subject to our Privacy Policy and Data Processing Agreement.

10.2. You retain ownership of your Content. By using the Service, you grant us a limited licence to process your Content solely for the purpose of providing the Service.

10.3. We process personal data in accordance with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

10.4. Where you act as a data controller for End User data processed through the Service, we act as a data processor. The terms of processing are set out in our DPA.

11. Intellectual Property

11.1. The Service, including its design, code, and documentation, is owned by CTrend Ltd and protected by intellectual property laws. AI models used by the Service (e.g., GPT, Claude) are the property of their respective providers and are accessed via API under their licence terms.

11.2. Your Subscription grants you a limited, non-exclusive, non-transferable licence to use the Service for its intended purpose.

11.3. Skills, knowledge bases, and agent configurations you create remain your intellectual property.

12. Service Availability

12.1. We aim to provide 99.9% uptime but do not guarantee uninterrupted access.

12.2. We may perform scheduled maintenance with reasonable advance notice.

12.3. We are not liable for any downtime caused by factors beyond our reasonable control, including third-party messaging platform outages.

12A. Disclaimer of Warranties

12A.1. Service Provided "AS IS". TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. CTREND SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

12A.2. No Guaranteed Uptime. Without limiting Section 12A.1, CTrend does not warrant that:

(a) the Service will be uninterrupted, timely, secure, or error-free;

(b) the results obtained from use of the Service will be accurate or reliable;

(c) any errors in the Service will be corrected;

(d) the Service will meet the Customer's specific requirements or expectations;

(e) data transmitted through the Service will not be lost, corrupted, or accessed without authorisation despite reasonable security measures.

12A.3. Third-Party Components. The Service relies on third-party components and services, including but not limited to AI providers (Anthropic, OpenRouter), cloud infrastructure (Hetzner), messaging channel providers (WhatsApp, Telegram, Viber, Meta platforms), and payment processors (Paddle). CTrend makes no warranty regarding the availability, performance, or behaviour of any such third-party component, and CTrend shall not be liable for any failure, change, or interruption attributable to a third-party component.

12A.4. Statutory Rights. Nothing in this Section 12A excludes or limits any warranty, condition, or term that cannot be excluded or limited under applicable English law.

13. Limitation of Liability

13.1. To the maximum extent permitted by law, our total liability arising from or related to these Terms shall not exceed the amount paid by you to us in the 12 months preceding the claim.

13.2. We shall not be liable for any indirect, incidental, special, consequential, or punitive damages.

13.3. We shall not be liable for: - Loss of business, revenue, or profits - Loss of data beyond our documented retention periods - Actions taken by AI agents based on your configuration - End User reliance on AI-generated content

13.4. Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

13.5. Platform vs Operator. Without limiting any other provision of these Terms, the Customer acknowledges that CTrend's role is limited to providing the platform on which AI agents are built and deployed. CTrend does not operate, supervise, or control the agents created by Customers, and shall have no liability for any decision, action, inaction, or output of an AI agent or for any reliance placed by an end user on an AI agent's output. This limitation applies regardless of the cause, including but not limited to: Customer configuration choices, knowledge base content, third-party AI provider behaviour, channel provider actions, or end user actions.

13A. Indemnification

13A.1. Customer Indemnification of CTrend. The Customer agrees to indemnify, defend, and hold harmless CTrend Ltd, its directors, employees, contractors, and affiliates from and against any and all claims, demands, lawsuits, damages, liabilities, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to:

(a) the Customer's use of the Service in violation of these Terms or applicable law;

(b) any content, message, communication, or transaction generated or facilitated by the Customer's AI agents, including any claim brought by an End User or third party in connection therewith;

(c) the Customer's breach of any representation, warranty, or obligation under these Terms, the Acceptable Use Policy, or the Data Processing Agreement;

(d) the Customer's failure to comply with the policies of any third-party messaging channel (including WhatsApp, Telegram, Viber, Meta platforms, and others);

(e) the Customer's infringement of the intellectual property, privacy, or other rights of any third party;

(f) the Customer's failure to obtain necessary consents from End Users prior to processing their personal data through the Service.

13A.2. Indemnification Procedure. CTrend will (a) promptly notify the Customer in writing of any claim subject to indemnification under this Section; (b) provide the Customer with reasonable cooperation in the defence of the claim; and (c) allow the Customer to control the defence and settlement of the claim, provided that any settlement requiring CTrend to admit liability or pay any amount requires CTrend's prior written consent.

13A.3. CTrend's Limited Indemnification of Customer. CTrend will defend the Customer against any third-party claim alleging that the Service, as provided by CTrend and used in accordance with these Terms, infringes a UK or EU copyright or registered trademark, and will pay any damages finally awarded by a court of competent jurisdiction. CTrend's indemnification obligation under this Section 13A.3 is subject to the liability cap set out in Section 13.1 and does not apply to claims arising from: (a) Customer's modifications to the Service; (b) Customer's combination of the Service with other software or services not provided by CTrend; (c) Customer's use of the Service in breach of these Terms; or (d) Customer's content, configuration, or data.

14. Termination

14.1. You may terminate your Account at any time from the Service settings or by contacting us.

14.2. We may suspend or terminate your access if you breach these Terms, with reasonable notice where possible.

14.3. Upon termination, your right to use the Service ceases immediately. We recommend exporting your data before deletion (available in Settings > Data Export). Your data is permanently deleted immediately upon account deletion in accordance with our Privacy Policy §6.

14.4. Sections 7.4 (AI Liability), 7A (Customer Responsibility), 11 (IP), 12A (Disclaimer of Warranties), 13 (Liability), 13A (Indemnification), and 15 (Governing Law) survive termination.

15. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Changes to Terms

16.1. We may update these Terms from time to time. Material changes will be communicated through the Service (in-app notification) and/or via email. The "Last Updated" date at the top indicates when Terms were last revised. We encourage you to review this page periodically.

16.2. Continued use of the Service after changes constitutes acceptance of the updated Terms.

17. Contact

For questions about these Terms, contact us at:

CTrend Ltd Company Number: 17200901 61 Bridge Street, Kington, Herefordshire, HR5 3DJ