Terms of Service

1. Who we are and acceptance

The service is provided by Albion Wealth Services, Ltd, a company with its registered office at 66 Paul Street, London EC2A 4NA, United Kingdom (“Albion”, “we”, “us”). Contact: contact@albionwealthservices.com.

By creating an account, connecting a channel or using the service, you accept these terms, the Privacy Policy, the Data Processing Agreement (DPA), the Acceptable Use and Limits Policy and the Cookie Policy, all of which form part of the contract. If you sign up on behalf of a company, you confirm that you are authorised to bind it.

The service is intended for people aged 18 or over and for professionals and businesses. If you are a consumer, these terms do not limit any mandatory rights you have under the law of your country.

2. What the service includes

Albion Assistant lets you delegate tasks to an assistant that you message or call. Depending on your plan and the integrations you turn on, it can:

• Email: read, summarise, search, sort, draft and, when you ask, send emails from the accounts you connect (Gmail, Outlook or others via IMAP/SMTP).
• Calendar and meetings: view, create, change and cancel events; suggest times; offer a public booking link; generate video call links (section 7).
• Contacts, tasks, reminders, address book and notes: create and look them up, and sync them with Google Contacts if you authorise it.
• Files and cloud storage: receive, save and look up files and folders (including Google Drive, with access limited to the files you create or open with Albion).
• Web search with sourced answers, and a daily briefing with your agenda, emails and alerts.
• News and monitoring of the topics, brands and businesses you choose, at the frequency you set.
• Outgoing calls and messages on your behalf: call a third party to pass on a message, deal with a matter or put the call through to you, and send them a WhatsApp or SMS, always identifying you (section 8).
• Receptionist: answer calls and messages from third parties on your behalf, take messages, manage bookings and delegate tasks to other people (section 8).
• Voice: talk to the assistant by phone or from your browser.
• Notifications and alerts by WhatsApp, according to your preferences.
• Invoices and accounting: view and manage billing documents and, if you connect them, integrations such as Xero.
• Albion and third-party apps that you link from “Connections”, so you can query them or act in them from the chat.
• Web panel with a chat synchronised with WhatsApp, email and calendar views, settings, usage, payments and invoices.

Some features depend on external providers (Google, Microsoft, Meta/WhatsApp, telephone carriers, AI models) and may vary by country, language or plan. We may add, change or withdraw features; if we withdraw an essential feature from a paid plan, we will give you reasonable notice and, where appropriate, you may cancel and receive a pro rata refund for the unused period.

3. Nature and reliability of the assistant

• The assistant is an automated artificial intelligence system, not a person. It can make mistakes, misunderstand requests, leave out information or generate inaccurate content (“hallucinations”).
• It does not provide legal, tax, financial, medical or any other regulated professional advice. Its answers are for information only and you should check them before making decisions.
• It must not be used as the only means for critical communications, legal or contractual deadlines, emergencies or decisions with serious consequences.
• It may be slow, fail or be unavailable; WhatsApp messages, SMS and calls depend on networks and platforms outside Albion’s control.

4. Account, access and security

• Verified sign-up. To open an account you must give your real first name and surname (both are required), confirm your email address with the code we send you (unless you sign in with Google, which already verifies it) and verify your mobile number with a code sent by SMS or by phone call. Accounts using a false identity, someone else’s identity or no identity are not allowed.
• Additional checks. To prevent fraud and misuse, before turning on certain features or at any time for a justified reason, we may ask you to verify your identity or address, for example through a card check by our payment provider that makes no charge and does not store the card, or by providing documents. If you do not pass the check, we may limit those features or your account.
• You must give accurate information and keep it up to date. You are responsible for activity carried out from your account, your numbers and your devices.
• The assistant recognises its owner by phone number or by sign-in. Anyone who controls your mobile or your account can give the assistant instructions in your name; keep your devices secure and tell us without delay if you suspect unauthorised use.
• Do not share your credentials. We may suspend access to protect the security of the service or of other users.

5. Actions on your behalf

When you connect an account or a channel, you authorise us to act on your behalf within the permissions you grant. In particular:

• The assistant carries out low-risk actions without asking (looking something up, summarising, creating a reminder) and must ask for your confirmation before sensitive or hard-to-reverse actions (for example, sending an email or message to third parties, deleting, cancelling, paying or sharing data). Even so, you are responsible for reviewing and confirming what you authorise.
• When the assistant communicates something to third parties on your behalf, that communication is treated as coming from you. You should review the instructions you give it and the rules you set up (for example, email rules, opening hours, automatic replies).
• You can revoke permissions at any time from the panel or from your Google or Microsoft account. Once revoked, the assistant can no longer act on that account.

6. Third-party services and platforms

The service relies on platforms we do not control (Google, Microsoft, Meta/WhatsApp, Twilio, Telnyx, Nylas, Revolut, AI model providers and others included in the list of sub-processors). Their availability, terms and changes may affect the service. You must comply with the terms of each platform you connect (for example, the WhatsApp Business Terms, the WhatsApp Business Messaging Policy and the terms of Google and Microsoft). Albion is not responsible for the decisions, limits, blocks or suspensions of those platforms, including Meta restricting a WhatsApp number.

7. Meetings, appointments and video calls

Albion Assistant can schedule meetings and appointments in your calendar and offer a public booking link, always within the rules you set (hours, maximum length, types of meeting and no overlaps).

Video call links (Google Meet or Microsoft Teams) are generated from your own Google or Microsoft account, which you connect to the service. Albion does not provide its own video conferencing accounts for users: you are the meeting organiser and you need the relevant licence or plan. The conditions, limits (length, number of participants, recording, etc.) and availability of those platforms depend on your provider and your plan, and are governed by that provider’s terms.

If your calendar is neither Google nor Microsoft, the appointment will be created without a video call link. Albion is not responsible for the limitations, interruptions or changes of Google Meet, Microsoft Teams or any other provider, or for meetings that cannot take place as a result.

You are responsible for the information you share with guests and for telling them, where appropriate, how their data is used to manage the booking (name, email and appointment details).

8. Receptionist, communications with third parties and delegation

• When the assistant answers or contacts third parties (calls, messages, messages taken, delegated tasks), you are responsible for those communications and for the processing of those people’s data (see the DPA).
• Transparency: people who interact with the assistant must know that they are talking to an automated system acting on your behalf (Regulation (EU) 2024/1689 on artificial intelligence, Article 50). The assistant always introduces itself as an AI assistant. You may not set it up to pose as a real person or to mislead anyone about what it is.
• Mandatory sender identification: when the assistant sends a WhatsApp or SMS to a third party, or calls them, from a shared Albion line, it always states on whose behalf it is acting, giving your first name and surname and your contact phone number (the verified number on your account). You agree to these details being disclosed to the recipient. This identification cannot be turned off: Albion does not send anonymous messages or make anonymous calls. If you cannot be identified, the message or call is not sent. With your own number, the recipient sees that number as the sender.
• Welcome: when you complete sign-up, Albion sends you a welcome WhatsApp (or SMS) and calls you once on the number you give to introduce itself. This is a service message, not marketing, and it is not repeated.
• Calls: calls answered by the assistant may be transcribed and summarised, and the audio may be processed by our voice providers. You must inform callers and comply with the rules on recording and consent that apply in your country and in theirs.
• WhatsApp messages to third parties: you may only ask the assistant to write to people who have given their consent or with whom you have a relationship that justifies it. Outside WhatsApp’s 24-hour conversation window, outgoing messages use templates approved by Meta; we cannot guarantee their approval or delivery.
• You may not use the receptionist for spam, unsolicited mass prospecting, aggressive debt collection or any practice prohibited by the Acceptable Use Policy.

9. WhatsApp channels and numbers

• You can use Albion’s shared number (basic/PAYG plan) or a number of your own: one you already have and connect (by QR code or through Meta’s WhatsApp Business registration), or one managed by Albion that you take as an add-on.
• Connecting a number of yours means Meta links it to a WhatsApp Business account managed through our providers. Depending on the connection method you choose, registration may affect how you can use that number in the WhatsApp app; you accept that effect. You must own the number or be authorised to use it.
• Numbers managed by Albion are rented from telephone providers: they may require regulatory documents (for example, proof of identity and address for Spanish numbers), are subject to the carrier’s availability, and their portability is not guaranteed. If you stop paying or cancel, the number may be released and lost.
• Spanish numbers managed by Albion. The number is taken out in the customer’s name, and the customer is the holder registered with the carrier (Telnyx). To activate it, the customer: (i) provides their contact details, their DNI or NIE (or, for a company, its CIF and its Registro Mercantil certificate or deed of incorporation) and a recent proof of address located in the same province as the number’s area code; (ii) warrants that the details and documents are true, current and their own, or that they are authorised to provide them on the company’s behalf; (iii) authorises Albion to send them to the carrier solely to verify the holder and activate the number; and (iv) undertakes to report any change of holder or address. Albion does not keep a copy of the documents or the identity document number. The customer is responsible for the use of the number and for complying with the applicable telecommunications rules. Albion registers the number on WhatsApp Business on the customer’s behalf within Albion’s WhatsApp Business account. If the customer cancels, the number may be released; to keep it, the customer may request porting to another carrier before cancelling, with no guarantee that the receiving carrier will accept it.
• Refunds for your own numbers: the one-off set-up fee (€20) is refunded in full if (i) you cancel the request before the number is purchased, (ii) the carrier finally rejects the verification of your identity or address, or (iii) we cannot provide the number for a reason that is not your fault. The refund is made to the same payment method within 14 days. Once the number has been purchased from the carrier, the set-up fee is not refundable unless the failure is Albion’s fault or the law requires it. The monthly fee (€5) can be cancelled at any time; the month already started is not refunded and the number may be released at the end of the paid period.
• Meta or the carrier may limit, suspend or ban a number (because of low quality, user complaints or breach of their policies). Albion does not guarantee the continuity of any number or the messaging quality rating that Meta assigns.

10. Plans, tokens, usage and limits

Plans

The panel shows the available plans (Pay As You Go and subscription plans), their prices, taxes and conditions before you pay. Prices may change; changes do not affect a period already paid for and, for recurring subscriptions, we will tell you at least 30 days in advance.

Tokens

• Use of the assistant (conversations, email processing, searches, voice and other features) is measured in tokens. Actual usage depends on the length and complexity of each request and on the data the assistant has to read; it is not a number of messages.
• The Pay As You Go plan starts with a balance (with a welcome bonus where applicable) that is used up as you use the service; you can top up with packs. Subscription plans include a monthly token allowance; unless the plan says otherwise, unused allowance does not roll over to the next month and is not refundable.
• We charge for the tokens the AI model actually processes for each request. When the provider reuses content it has already processed (cache), that part is counted with the discount the provider applies; when it stores it for the first time, with its surcharge. The breakdown is shown in the usage section of the panel.
• Before handling a request, we check that your available balance covers its estimated cost, after deducting usage not yet charged. If it does not, the request is not carried out and we let you know so that you can top up.
• Voice and other features with variable costs are converted into equivalent tokens at the current rate published in the panel.
• Balance used up: when your balance or allowance reaches zero, the assistant may stop replying (pausing the service until you top up, renew or change plan) or use additional balance if you have turned on automatic top-up. We may send you low-balance alerts by WhatsApp at the threshold you set.
• Tokens are a balance for using the service, they are not money, cannot be exchanged for cash or transferred, and expire if you close your account, unless the law requires otherwise. Gift vouchers can be used once only unless stated otherwise.
• Features such as the automatic briefing, delegation or the receptionist may be limited to certain plans.

Fair use and technical limits

We may apply limits on frequency, file size, number of connected accounts, call length and other technical limits to protect the service and other users, as described in the Acceptable Use and Limits Policy. Unusual or abusive use (for example, automating the assistant at scale or reselling it) may lead to restrictions, additional charges or suspension.

11. Payments, renewal, cancellation and refunds

• Payments: processed through Revolut. Albion does not store your full card details. Amounts may include VAT or other taxes depending on your country and status (consumer or business).
• Subscriptions: charged monthly in advance and renewed automatically using the saved payment method, with payment taken at each renewal. If a payment fails, we may retry it, let you know and suspend paid features until it is settled.
• Managed numbers of your own: a one-off set-up fee is charged when you order it, plus a recurring monthly fee for as long as you keep it.
• Cancellation: you can cancel renewal at any time from the panel or by writing to us; you keep access until the end of the paid period. There is no minimum term.
• Refunds: because the digital service starts immediately, amounts paid are not refunded except (i) where the law requires it, (ii) in the event of a serious failure attributable to Albion that prevents use of the service for a prolonged period, or (iii) where there has been a billing error. Token packs that have been used are not refundable. The specific policy in section 9 (“Refunds for your own numbers”) applies to numbers of your own.
• Right to cancel (EU and UK consumers): you have the right to withdraw within 14 calendar days of signing up, without giving any reason. By asking for the service to start immediately, you acknowledge that you lose this right once the service has been fully provided; if you cancel before that, you will pay for the proportion already provided and we will refund the rest within 14 days using the same payment method.
• How to cancel: use the “Withdraw from contract here” function, available at all times at the foot of the panel, and confirm with “Confirm withdrawal”; we will immediately send you an acknowledgement by email with the date and time. You can also tell us in writing at contact@albionwealthservices.com.
• Invoices are available in the panel. You are responsible for providing correct billing details.

12. Acceptable use and safety monitoring

You agree to use the service lawfully and in line with the Acceptable Use and Limits Policy. A breach may lead to immediate suspension without a refund.

• Automated screening: to prevent the platform from being used for unlawful purposes and to protect third parties, every message and instruction the assistant receives is screened automatically for content that requests or announces a crime, threats, harassment, extortion, sexual content involving minors, plans for violence or a serious risk to someone’s life or safety.
• Human review: if a message is flagged, authorised Albion staff are alerted and review it. No action is taken on your account based on the automated decision alone.
• Measures: we may refuse to carry out the instruction, suspend or close the account, keep the relevant information and pass it to the police or courts where the law requires or allows it, or where necessary to protect a person’s life or safety.

13. Your content and our intellectual property

• Your content (messages, emails, events, files, contacts, instructions) remains yours. You grant us a limited, non-exclusive, worldwide licence to process it solely to provide the service to you, in accordance with the Privacy Policy and the DPA. We do not use your content to train AI models and we do not sell it.
• You confirm that you have the right to use and process that content and to connect the accounts and numbers you add.
• The software, brand, design and know-how of Albion Assistant belong to Albion Wealth Services, Ltd or its licensors. No rights are transferred to you other than the right to use the service under these terms.
• You may freely use content the assistant generates at your request, without any guarantee that it is original or free of third-party rights.
• If you send us ideas or suggestions, we may use them without any obligation to you.

14. Availability, maintenance and suspension

We aim to provide a continuous service, but we do not guarantee uninterrupted availability or that it will be free of errors. We may carry out maintenance, updates and changes. We may suspend or limit the service, with notice where possible, in the event of non-payment, a security risk, unlawful or abusive use, a legal requirement or a decision by an essential provider (for example, Meta). There is no service level agreement (SLA) unless agreed in writing for an Enterprise plan.

15. Warranties

The service is provided “as is” and “as available”. To the fullest extent permitted by law, we exclude implied warranties of satisfactory quality, fitness for a particular purpose and non-infringement, and we do not guarantee that the AI’s answers are correct, complete or up to date. This does not affect the rights the law gives consumers.

16. Limitation of liability

• Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for wilful misconduct or fraud, or any other liability that cannot be excluded by law.
• Subject to the above, and to the extent permitted by law, Albion is not liable for indirect or consequential losses, loss of profit, loss of business opportunities, customers, reputation or data, or for damage arising from: (a) errors or inaccurate content generated by the AI; (b) actions you have confirmed or authorised; (c) incorrectly configured instructions or rules; (d) communications sent to third parties on your behalf; (e) failures or decisions of third-party platforms (Google, Microsoft, Meta, carriers, AI providers); (f) unauthorised access resulting from the loss or compromise of your devices or credentials; (g) service interruptions, delays or undelivered messages.
• Our total aggregate liability to you for all claims arising from the service in any 12-month period is limited to the amount you have paid Albion in the 12 months before the event that gave rise to the claim (or €100 if you have paid nothing).
• If you are a consumer, these limitations apply only to the extent the law of your country allows.

17. Your responsibilities and indemnity

You are responsible for your use of the service and for communications made on your behalf. If you are a business or professional, you agree to indemnify Albion against third-party claims arising from (i) your breach of these terms or of the law, (ii) the content you give us or have us process, or (iii) communications sent to third parties without the necessary legal basis or consent.

18. Data protection

We process your data in accordance with the Privacy Policy. For the content you entrust to us and the third-party data the assistant processes on your behalf (your contacts, email senders, people you deal with), we act as a processor under the DPA, which forms part of these terms.

19. Changes to these terms

We may update these terms. We will tell you about material changes through the panel, by email or by WhatsApp at least 30 days in advance, unless the law or a security measure requires them to apply sooner. If you do not agree, you can cancel before they take effect; if you continue to use the service, you will be taken to accept them.

20. Term and termination

You can stop using the service and ask for your account to be closed at any time. We may terminate the contract for serious breach, non-payment or if the service ends, giving reasonable notice. On termination, your integrations will be disconnected and we will delete or return your data in accordance with the DPA and the Privacy Policy. Clauses that by their nature should survive (liability, intellectual property, governing law) will remain in force.

21. Governing law and jurisdiction

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, unless you are a consumer: in that case you keep the protection of the mandatory rules of your country of residence and the right to bring proceedings in its courts. Before going to court, we will try to resolve any dispute in good faith: write to us at contact@albionwealthservices.com, and we will acknowledge your message and reply within 30 days at most. If you are a consumer, you can also contact the consumer authorities in your country or an alternative dispute resolution body.

22. General provisions

If any clause is found to be invalid, the rest remains in force. Any delay in exercising a right is not a waiver of it. You may not assign the contract without our consent; we may assign it to a company in our group or to a successor to the business. Neither party is liable for failures caused by force majeure (widespread internet or provider outages, decisions of authorities, conflicts, disasters). These terms, together with the documents they incorporate, are the entire agreement between the parties.

23. Contact

Albion Wealth Services, Ltd · 66 Paul Street, London EC2A 4NA, United Kingdom · contact@albionwealthservices.com