Terms of service

Humans and Bots is powered by Launchese Connect, a trading name of Launchese Ltd. Your contract is with Launchese Ltd, trading as Launchese Connect.

• Registered in England and Wales, company number 11878200
• Registered office: 24-26 Arcadia Avenue, Fin009, London N3 2JU
• VAT number: GB 334 553 604

These website terms cover your use of this website only. They are separate from the service agreement you sign if you hire us. By using this website, you accept them. If you do not agree, please do not use it.

• Use the site only for lawful purposes.
• Do not try to break into the site, overload it or put viruses or other harmful code on it.
• Do not use the call box or the write-to-us form to send spam, abuse or false details.
• You are responsible for what you send us. It must be accurate, and it must not be defamatory, obscene, abusive or threatening, invade someone’s privacy or break a duty you owe someone else.

• Ask for a call only to your own UK phone number, or to one you have permission to use.
• Tick the consent box. It says that an AI assistant calls you first, and that the call is recorded and summarised.
• We limit how many calls a number can ask for, and how often.
• If you tell us to stop, we put the number on our do-not-call list and cancel any call already booked for it.

This site gives general information about our service. We are not solicitors, accountants or financial advisers. What is here is not legal, tax, financial or employment advice, and if you rely on it, you do so at your own risk.

The cost calculator gives an estimate from the figures you enter and our stated assumptions. It is not a quote. Your price is the one in your proposal and your signed service agreement.

The words, design, logos and images on this site belong to Launchese Ltd, or to the people who let us use them. You may print a copy of a page, or download extracts, for your own personal or internal business use, as long as you do not change them. Do not use our content, our logo or our branding for commercial purposes without our written permission.

We provide this website “as is”. We work to keep it accurate and running, but we do not promise it is always available, complete or free of mistakes. We may change, suspend or withdraw any part of it without notice.

We are not liable for loss caused by using this website, being unable to use it or relying on what it says. This does not apply where the law does not let us limit our liability, including for death or personal injury caused by negligence, or for fraud.

You may link to our home page, as long as the link is fair and legal, does not damage our reputation, and does not suggest we are connected with you or approve of you when we are not.

Links to other websites are there to help you. We do not control those sites, and we are not responsible for them or for any loss from using them.

We may change these website terms. The version on this page is the one that applies, and the date at the top shows the latest version.

These website terms are under the law of England and Wales, and the courts of England and Wales decide any dispute about them.

If you hire us, you sign a service agreement with us. The sections below sum up its main terms in plain words.

The first week is free. Your person learns your business, shadows your team and drafts replies for your approval.

Live work is charged from week 2. You can stop at the end of the free week and owe nothing.

• The contract is rolling monthly.
• Either side can stop for any reason with 30 days’ notice. There is no exit fee.
• There are no minimum hours. Most clients start at 20 to 45 hours a week.
• You can change your hours up or down with 2 weeks’ notice, and the bill follows.

• We bill monthly in advance for the confirmed hours. Extra hours are added at month end, with daily logs attached.
• You pay only for the hours we cover. Hours we fail to cover are credited on the next invoice.
• One rate applies to every hour we cover, including evenings, nights, weekends and bank holidays.
• There are no setup, onboarding, tooling or exit fees.
• A second brand or a new channel is at the same rate, with no extra setup fee.
• You pay each invoice within 7 days, by bank transfer. Prices are plus VAT at 20%.
• Your rate is fixed for the first 12 months. After that, any rise needs 30 days’ notice and is capped at 10% a year.

If a payment is late, we may charge interest at 4% above the Bank of England base rate, from the date it was due. If a bill is more than 14 days late, we may stop the service after giving you 7 days’ written notice.

These are in the price:

• Your person’s time, managed by a named project manager.
• A trained backup for holidays and sickness.
• Training, both general and specific to your business, and the onboarding plan.
• The playbook we write for you, which you own: your FAQ and brand-voice pack, decision trees and standard operating procedures.
• AI tools set up for your account.
• Daily or weekly updates, the weekly report and quality checks.
• Replacement of your person at no cost.

These stay your own cost:

• Licences and subscriptions in your own tools, such as a helpdesk plan, a phone line or a review platform plan.
• Third-party fees.
• One-off development projects outside the agreed scope, which we quote separately in writing first.

We never charge for setup, onboarding, tooling, exit, holiday cover, sick cover or recruitment.

• A mutual NDA (non-disclosure agreement) before we see anything sensitive.
• A UK GDPR data processing agreement before anyone on our team gets a login.
• A short service agreement, which can be signed during the trial.

For the data we handle on your behalf, you are the data controller and Launchese is the data processor. The data processing agreement sets out how we handle it.

• You own everything we create specifically for your business: your playbook, your reports and any automations built only for you. We keep our underlying tools and methods.
• If we part ways, you keep all documents and reports. We remove all access, delete any data within 14 days, and give up to 5 working days of handover help.

While the agreement runs, and for 12 months after it ends, you may not hire or engage anyone who worked on your account (your agent, a backup agent or your project manager), directly or through another provider, unless we agree in writing. If you want to hire one of them, both sides agree a reasonable placement fee at the time.

• We do not take card details. We send your customers to your own payment pages.
• We have no access to your bank accounts, and we make no payments for you.
• We have no on-site staff.
• We do not give legal, tax, food-safety or medical advice.
• We do not make decisions that need your authority. We gather the facts and escalate the same day.

We scope bot work on a call and put it in writing.

A named person from our team approves what each bot prepares. What a bot may do alone is your choice: a bot does something without asking only after you say “go ahead with this kind of item”, and that list is written down.

A bot that talks to your customers live follows one more rule: every conversation is logged and read by a person from our team, a person follows up when the customer asks, and anything outside the bot’s rules waits for a person.

• Our total liability to you in any 12 months is capped at the fees you paid us in the 12 months before.
• Neither side is liable for indirect loss or lost profit.
• Nothing limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not let us limit.

• If there is a dispute, the two sides talk first.
• If that does not settle it within 30 days, either side may propose mediation before going to court.
• English law applies, and the courts of England and Wales decide any dispute.

This page is a short summary. The full agreement is signed with each client. If anything here differs from it, your signed service agreement is what counts.