Terms of service

Last updated: 26 September 2026

1. Introduction and acceptance

These Terms of Service (‘Terms’) constitute a legally binding agreement between you (‘you’, ‘your’ or ‘Customer’) and HEXYL LTD, a company registered in Scotland (company number SC875134), registered office 18 Woodside Place, 2nd Floor, Glasgow, G3 7QL (‘we’, ‘us’, ‘our’ or ‘Hexyl’).

By accessing or using the Hexyl website and platform, including any associated services, APIs and integrations, and the Packages and Products you subscribe to (collectively, the ‘Platform’), you agree to be bound by these Terms. If you do not agree, you must not use the Platform.

If you are using the Platform on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms.

2. Definitions

• ‘Platform’ means the Hexyl website and platform, including the Packages and Products you subscribe to, as described in Section 1.
• ‘Package’ means a bundle of Platform features offered for a recurring price, as described at checkout.
• ‘Product’ means an individual Platform feature or module, which may be included in a Package or added to a Subscription for an additional price.
• ‘Subscription’ means the paid access to the Packages and Products selected by the Tenant.
• ‘Tenant’ means a business or organisation that subscribes to the Platform and is allocated its own dedicated database schema within the Platform.
• ‘Authorised Users’ means individuals authorised by the Tenant to access and use the Platform, including administrators, staff and managers.
• ‘End Users’ or ‘Contacts’ means the Tenant’s customers, patients or clients who interact with the Platform through chatbots, voice assistants, booking systems, surveys or the patient portal.
• ‘Customer Data’ means all data uploaded, created or generated by or on behalf of the Tenant through use of the Platform.
• ‘AI Services’ means the artificial intelligence features of the Platform, including chatbot, voice assistant, sentiment analysis and recommendation services.

3. Account registration and eligibility

3.1 Eligibility

You must be at least 18 years of age and have the legal capacity to enter into a binding agreement to use the Platform. The Platform is designed for business use by service-based organisations.

3.2 Account creation

To start a trial or subscribe to the Platform, you must register for an account and provide accurate, complete and current information. You do not need an account to browse the Hexyl website or to try its demos. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Immediately notifying us of any unauthorised use of your account
• Ensuring that all Authorised Users comply with these Terms

3.3 Account security

You must implement reasonable security measures for your account, including using strong passwords. We are not liable for any loss arising from your failure to protect your account credentials.

4. Subscriptions and payments

4.1 Packages and products

The Platform is offered as Packages, each of which bundles a set of features, and as individual Products, which may be included in a Package or added to your Subscription. What each Package and Product includes, and its price, is shown at checkout before you subscribe and, where published, on the website. We reserve the right to modify pricing with 30 days’ prior notice.

4.2 Billing and payment

• Subscriptions are billed monthly in advance via Stripe.
• Prices are shown exclusive of VAT unless the website or checkout states otherwise. VAT and any other applicable taxes will be added where required.
• You authorise us to charge your designated payment method on each billing cycle.
• If a payment fails, our payment provider may try to take it again. If payment is still outstanding after our payment provider’s retry period, we may suspend your account, or your Subscription may end (see Section 13.2).

4.3 Free trials

We may offer a 14-day free trial, which you can start without a payment method. To continue on a paid Subscription, contact us at hello@hexyl.ai before your trial ends. At the end of a trial, your account will be suspended unless a paid Subscription has started, and we keep and then delete your Customer Data as described in Section 6.5, counting from the end of the trial. We reserve the right to modify or discontinue trial offers at any time.

4.4 Refunds

Subscription fees are generally non-refundable. However, if you are dissatisfied with the Platform within the first 14 days of a new paid Subscription, you may request a refund by contacting hello@hexyl.ai.

5. Permitted use

5.1 Licence grant

Subject to your compliance with these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for your internal business purposes during your trial or Subscription. You may browse the Hexyl website and try its demos without a Subscription, in line with Section 5.2.

5.2 Acceptable use

You agree to use the Platform only for lawful purposes and in accordance with these Terms. You shall not:

• Use the Platform for any unlawful, fraudulent or harmful activity
• Attempt to gain unauthorised access to any part of the Platform or its systems
• Reverse engineer, decompile, disassemble or attempt to derive the source code of the Platform
• Interfere with or disrupt the Platform’s infrastructure or other users’ access
• Use the Platform to send unsolicited communications (spam) or violate anti-spam laws
• Upload or transmit viruses, malware or other harmful code
• Use the AI Services to generate content that is illegal, defamatory, discriminatory or harmful
• Misrepresent AI-generated communications as being from a human without appropriate disclosure
• Sublicense, resell or redistribute the Platform without our written consent
• Exceed any usage limits or rate limits associated with your Subscription

5.3 Healthcare and regulated industries

If you operate in healthcare or other regulated industries, you are responsible for ensuring your use of the Platform complies with all applicable regulations, including but not limited to:

• UK GDPR and the Data Protection Act 2018
• Care Quality Commission (CQC) requirements where applicable
• General Dental Council (GDC) guidelines where applicable
• Any industry-specific data handling requirements

The Platform provides tools to support compliance (such as GDPR data subject request handling, consent management and audit logging), but you remain solely responsible for your regulatory compliance obligations.

6. Customer data

6.1 Ownership

You retain all rights, title and interest in your Customer Data. We do not claim ownership of any data you upload or create through the Platform.

6.2 Licence to use Customer Data

You grant us a limited licence to use, process, store and transmit your Customer Data solely to provide, secure and support the Platform for you, as described in these Terms, our Privacy Policy and the Data Processing Agreement.

6.3 Data processing

Where we process personal data on your behalf, we act as a data processor and you act as the data controller. A separate Data Processing Agreement (DPA) governs this relationship.

6.4 Data separation

The records the Platform holds for you in its main database are stored in a dedicated database schema for your organisation, separate from other tenants. Files (such as call recordings and documents) and some operational, account and billing data are stored separately and kept apart by your tenant identifier.

6.5 Data export and deletion

You may export key records (such as contacts, bookings and survey responses) through the Platform’s export features. You may also ask us at any time for an export of your Customer Data by contacting us at hello@hexyl.ai, and we will provide it in a commonly used format.

While your account is active, the Platform deletes or anonymises some Customer Data automatically, such as conversations, call transcripts, call recordings and message attachments, after the retention periods set out in our Privacy Policy; you can adjust some of these periods in your settings. While your account is suspended, these automatic deletions do not run, and your Customer Data is kept until it is deleted as described below.

When a cancellation under Section 13.1, or a termination by us under Section 13.3, takes effect, your account remains available in read-only mode for 30 days so that you can export your Customer Data, after which your account is closed. We keep your Customer Data until six months after cancellation or termination took effect. It then becomes eligible for deletion, and our team deletes it from our live systems, unless the law requires us to keep it.

7. AI services

7.1 AI chatbot and voice assistant

The Platform includes AI-powered chatbot and voice assistant services. You acknowledge that:

• AI responses are generated automatically and may not always be accurate or appropriate
• You are responsible for configuring, monitoring and reviewing AI interactions
• The AI is not a substitute for professional medical, legal or financial advice
• You should inform your End Users that they may be interacting with an AI system

7.2 AI model training

We do not currently use your Customer Data to train AI models.

7.3 How the AI Services are provided

The language processing in the AI Services runs on language models that we operate on our own servers, hosted by Hetzner in Germany. This covers:

• replies to your End Users on voice calls, WhatsApp and web chat
• call summaries and call quality scores
• review and survey analysis
• FAQ suggestions, marketing recommendations and briefings
• answers to questions your staff ask the Platform
• importing details from your website or another web page, when we set up your account or when your staff ask the Platform to do so

We do not send your data to external AI providers for any of this language processing. The only outside AI services involved are the speech providers described below, which convert speech to and from text:

• On voice calls, the caller’s audio is transcribed by a speech-to-text provider (currently Speechmatics), and the AI receptionist’s spoken replies are produced by a text-to-speech provider (currently Cartesia).
• Where voice-note transcription is enabled for your account, WhatsApp voice notes are also transcribed by Speechmatics.
• If one of these providers cannot be used, some voice services may fall back to speech components on our own servers or, as a last resort for spoken replies, to Microsoft’s online text-to-speech service.

Our Privacy Policy explains how we handle personal data.

8. Integrations

8.1 Third-party services and integrations

The Platform works with third-party services in two ways:

• Services we provide through our own service providers: phone numbers, calls and SMS (through Twilio), WhatsApp messaging (through Meta), subscription billing and patients’ payments to you (through Stripe, including Stripe Connect), and the MyClinics practice-management connection, which runs through our vendor account. These providers are listed in section 5.1 of our Privacy Policy.
• Integrations you connect: practice management and CRM systems (Pabau, Dentally, Cliniko), calendars (Google Calendar, Microsoft Outlook), email delivery (SendGrid), payment, direct-debit and accounting services (GoCardless, Global Payments, Xero, QuickBooks), review platforms (Google, Trustpilot), advertising platforms (Google Ads, Meta Ads) and Google Sheets, and a Twilio, WhatsApp or Stripe account of your own if you connect one instead of using ours.

8.2 Your responsibility

When you connect an integration described under ‘Integrations you connect’ in Section 8.1:

• You are responsible for complying with the third party’s terms of service
• You authorise us to exchange data with those services as configured by you
• We are not responsible for the availability, accuracy or security of third-party services
• You are responsible for maintaining valid API credentials and authorisations

9. Intellectual property

9.1 Our intellectual property

The Platform, including its source code, design, algorithms, AI models, documentation and all related intellectual property, is owned by HEXYL LTD or its licensors. Nothing in these Terms transfers any intellectual property rights to you except the limited licence granted in Section 5.1.

9.2 Feedback

If you provide us with feedback, suggestions or ideas about the Platform, you grant us an unrestricted, irrevocable, perpetual licence to use such feedback for any purpose without compensation to you.

10. Availability and support

10.1 Service availability

We aim to keep the Platform available but do not guarantee uninterrupted service. Scheduled maintenance will be communicated in advance where possible. We are not liable for downtime caused by factors beyond our reasonable control.

10.2 Support

Support is provided by email at hello@hexyl.ai during UK business hours.

11. Limitation of liability

11.1 Exclusion of certain damages

To the maximum extent permitted by applicable law, HEXYL LTD shall not be liable for any indirect, incidental, special, consequential or punitive damages, including but not limited to:

• Loss of profits, revenue or business
• Loss of data or data corruption
• Loss of goodwill or reputation
• Business interruption
• Cost of procurement of substitute services

11.2 Cap on liability

Our total aggregate liability under these Terms shall not exceed the greater of: (a) the total fees paid by you in the 12 months preceding the claim, or (b) £100.

11.3 Exceptions

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited by applicable law.

12. Indemnification

You agree to indemnify, defend and hold harmless HEXYL LTD, its directors, officers, employees and agents from and against any claims, liabilities, damages, losses and expenses (including reasonable legal fees) arising out of or in connection with:

• Your use of the Platform in violation of these Terms
• Your violation of any applicable law or regulation
• Your Customer Data or content
• Any claim by a third party (including your End Users) related to your use of the Platform
• Your failure to comply with applicable data protection laws in relation to your End Users’ data

13. Suspension and termination

13.1 Termination by you

You may cancel your Subscription at any time by emailing us at hello@hexyl.ai. Cancellation takes effect at the end of the current billing period, and you keep access until then. You will not receive a refund for any remaining unused period unless covered by our 14-day refund policy (Section 4.4).

13.2 Suspension by us and non-payment

We may suspend your access to the Platform immediately if:

• You breach any material provision of these Terms
• Payment is still outstanding after our payment provider’s retry period
• We reasonably believe your use poses a security risk
• Required by law or regulatory authority

If your Subscription ends because payment was not made, your access to the Platform ends at that point and the 30-day read-only period in Section 6.5 does not apply. You can still request an export of your Customer Data by emailing hello@hexyl.ai, and we keep and then delete your Customer Data as described in Section 6.5, counting from the date your Subscription ended.

13.3 Termination by us

We may terminate your account with 30 days’ written notice for any reason. We may terminate immediately if you materially breach these Terms and fail to remedy the breach within 14 days of written notice.

13.4 Effect of termination

Upon termination:

• Your licence to use the Platform ceases, except that your account remains available in read-only mode for 30 days so that you can export your Customer Data (unless your Subscription ended for non-payment, as described in Section 13.2)
• You must cease all other use of the Platform
• We keep your Customer Data until six months after termination takes effect, after which our team deletes it, as described in Section 6.5
• Any outstanding fees become immediately due and payable
• Sections that by their nature should survive termination will continue to apply (including Sections 6, 9, 11, 12, 15 and 16)

14. Modifications to terms

We may modify these Terms at any time. We will provide at least 30 days’ notice of material changes by email or through the Platform. Your continued use of the Platform after the effective date of any modifications constitutes your acceptance of the updated Terms. If you do not agree with the changes, you must stop using the Platform and cancel your Subscription.

15. Governing law and dispute resolution

15.1 Governing law

These Terms are governed by and construed in accordance with the laws of Scotland and the United Kingdom, without regard to conflict of law principles.

15.2 Dispute resolution

In the event of any dispute arising from these Terms, the parties agree to first attempt to resolve the dispute through good faith negotiation. If the dispute cannot be resolved within 30 days, either party may submit the dispute to the exclusive jurisdiction of the courts of Scotland.

16. General provisions

16.1 Entire agreement and order of precedence

These Terms, together with our Privacy Policy, any applicable Data Processing Agreement and any call-recording acknowledgement you accept during onboarding, constitute the entire agreement between you and HEXYL LTD regarding the Platform and supersede all prior agreements and understandings. If these Terms and the Data Processing Agreement conflict about how we process personal data on your behalf, the Data Processing Agreement prevails.

16.2 Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

16.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

16.4 Assignment

You may not assign or transfer these Terms or your rights hereunder without our prior written consent. We may assign these Terms in connection with a merger, acquisition or sale of all or substantially all of our assets.

16.5 Force majeure

Neither party shall be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond the reasonable control of that party, including but not limited to natural disasters, acts of government, pandemic, war, terrorism, power failure, internet outages or third-party service failures.

16.6 Notices

All notices to us should be sent to:

HEXYL LTD, 18 Woodside Place, 2nd Floor, Glasgow, G3 7QL

Email: hello@hexyl.ai

Notices to you will be sent to the email address associated with your account.

17. Contact us

If you have any questions about these Terms, please contact us:

HEXYL LTD, 18 Woodside Place, 2nd Floor, Glasgow, G3 7QL

Email: hello@hexyl.ai