Terms of Service

Last updated: 11 June 2026

These Terms of Service (“Terms”) govern your use of Lyla, an AI front-desk chat assistant service provided by ArloWebStudio (“we”, “us”, “our”). By creating an account, subscribing, or using the Service, you agree to these Terms. If you do not agree, do not use the Service. If you have any questions, contact us at privacy@meetlyla.com.

1. Definitions

• Service — the Lyla website (meetlyla.com), the customer account portal, and the Lyla chat assistant and related software we provide.
• Customer / you — the business or person that registers for an account and subscribes to the Service.
• Visitor — a person who interacts with the Lyla assistant on the Customer’s website.
• Customer Content — the information you provide for your assistant to use, such as your business details, opening hours, services, prices, and FAQs.
• Subscription — your chosen plan and the recurring fees payable for it.

2. The Service

Lyla provides an AI-powered chat assistant that a Customer can add to their website to answer Visitor questions using the Customer’s own information and to capture enquiries. The assistant is openly identified as AI. We may add, change, or remove features over time to improve the Service.

3. Accounts

To use the Service you must create an account and provide accurate, current information. You are responsible for keeping your login credentials secure and for all activity under your account. Notify us promptly at privacy@meetlyla.com if you believe your account has been accessed without authorisation. You must be at least 18 and authorised to act for the business you represent.

4. Subscriptions, fees, and payment

• Plans and fees. The Service is offered on subscription plans (currently Standard and Advanced), plus a one-off setup fee of £149. Current prices are shown at meetlyla.com.
• Payment. Fees are billed through our payment provider, Stripe. Subscription fees recur monthly in advance. By subscribing, you authorise us (via Stripe) to charge your chosen payment method for the setup fee and recurring fees.
• Setup fee. The £149 setup fee is non-refundable.
• Cancellation. You may cancel your monthly subscription at any time. On cancellation, your subscription remains active until the end of the current paid billing period, after which it will not renew. We do not provide pro-rata refunds for partial billing periods.
• Failed payments. If a payment fails, we may suspend or limit the Service until payment is resolved.
• Price changes. We may change fees, with reasonable advance notice. Changes apply from your next billing period.
• Taxes. Fees are exclusive of any applicable taxes, which will be added where required.

5. Your responsibilities and acceptable use

You agree that:

• The Customer Content you provide is accurate and lawful, and you are responsible for keeping it up to date and for reviewing and monitoring your assistant’s responses.
• You will not use the Service for any unlawful, harmful, deceptive, or abusive purpose, or to transmit malicious code, infringe others’ rights, or send spam.
• You will not misrepresent the assistant as a human, and you will not disable or alter its identification as AI.
• Data protection. Where your assistant collects personal data from your Visitors, you are the data controller for that data. You are responsible for having a lawful basis, providing your own privacy notice to your Visitors, obtaining any required consents, and otherwise complying with applicable data protection law. You must not configure your assistant to collect special category data or data from children.
• You will comply with all laws applicable to your use of the Service.

We may suspend or restrict the Service if we reasonably believe these obligations are breached.

6. AI output and disclaimer

The assistant generates responses automatically using AI. While we work to make it useful and accurate, AI responses may be incomplete, outdated, or incorrect. The Service is provided to help with routine front-desk enquiries and is not a substitute for professional advice (including legal, medical, or financial advice). You are responsible for the Customer Content you supply and for reviewing the assistant’s performance. To the extent permitted by law, we are not liable for reliance placed on AI-generated responses by you or your Visitors.

7. Intellectual property

We (and our licensors) own all rights in the Service, including its software, design, and branding. You retain ownership of your Customer Content. You grant us a non-exclusive licence to host, process, and use your Customer Content as needed to provide and improve the Service. You may not copy, resell, reverse-engineer, or create derivative works from the Service except as permitted by law.

8. Data protection

Our handling of personal data is described in our Privacy Policy. Where we process your Visitors’ personal data, we do so as your processor, on your instructions, for the purpose of providing the Service. You and we will each comply with our respective obligations under applicable data protection law.

9. Availability and support

We aim to keep the Service available and reliable but do not guarantee uninterrupted or error-free operation. We may carry out maintenance, and we may modify, suspend, or discontinue parts of the Service, with reasonable notice where practicable. We provide support via the channels described on the Service.

10. Suspension and termination

• You may stop using the Service and cancel your subscription at any time (see Section 4).
• We may suspend or terminate your access if you breach these Terms, fail to pay, or use the Service unlawfully, or if we are required to do so by law.
• On termination, your right to use the Service ends. We will handle any remaining data in line with our Privacy Policy and applicable law. Accrued fees, including the setup fee, remain payable and non-refundable as set out above.

11. Disclaimer of warranties

To the fullest extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including fitness for a particular purpose, accuracy, or non-infringement. This does not exclude any warranties or rights that cannot be excluded under applicable law.

12. Limitation of liability

To the fullest extent permitted by law:

• We are not liable for indirect, incidental, special, or consequential losses, or for loss of profits, revenue, data, business, or goodwill.
• Our total aggregate liability arising out of or related to the Service is limited to the total fees you paid to us in the twelve (12) months before the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, or for fraud.

13. Indemnity

You agree to indemnify and hold us harmless from claims, losses, and costs (including reasonable legal fees) arising from your Customer Content, your use of the Service, your handling of your Visitors’ data, or your breach of these Terms or applicable law.

14. Changes to these Terms

We may update these Terms from time to time. We will post the updated version with a revised “Last updated” date, and where changes are significant we will take reasonable steps to notify you. Continued use of the Service after changes take effect constitutes acceptance.

15. Governing law and jurisdiction

These Terms and any dispute arising from them are governed by the laws of England. The courts of England and Wales have exclusive jurisdiction, except where applicable law gives you the right to bring proceedings elsewhere.

16. General

• Entire agreement. These Terms and the Privacy Policy form the entire agreement between you and us regarding the Service.
• Severability. If any provision is found unenforceable, the rest remain in effect.
• No waiver. A failure to enforce a provision is not a waiver of it.
• Assignment. You may not assign these Terms without our consent; we may assign them in connection with a reorganisation or sale.
• Notices. We may provide notices to you by email or through the Service.

17. Contact us

ArloWebStudio — operator of Lyla
Email: privacy@meetlyla.com
Web: arlowebstudio.com