Terms and Conditions
Terms & Conditions
Last Updated on 26 Jun, 2026
1.
Terms Acceptance
1.1
The Customer agrees to be bound by these Terms by:
(a)
completing the checkout for the Services, ticking the box to accept these Terms (and the Data Processing Agreement) and submitting payment details; or
(b)
signing an Order Form that refers to these Terms.
1.2
These Terms apply to the exclusion of any other terms the Customer seeks to impose or incorporate. The person accepting these Terms warrants that they have authority to bind the Customer.
2.
Provision of the Services
2.1
LightWork shall provide the Services to the Customer via an online, web-based service and/or mobile service at app.lightwork.co, labs.lightwork.co and/or any other websites and applications designated by LightWork at any time.
2.2
LightWork shall make the Services available during the Term in accordance with these Terms and the Documentation.
2.3
The Services are offered on one of two bases, as set out in the Order:
(a)
a monthly-rolling subscription; or
(b)
an annual subscription, under which the Customer commits to the Services for a 12-month Initial Term (or longer period as specified in the Order).
2.4
The Term renews automatically at the end of the Initial Term for successive periods equal to the Initial Term (each successive period being one month for a monthly-rolling subscription and one year for an annual subscription), unless otherwise set out in the Order.
2.5
The Services may be cancelled via the platform at any time. Cancellation stops the subscription from renewing and takes effect at the end of the Current Term. The Charges payable on cancellation are as set out in clause 10.7.
2.6
Where a free trial is offered to the Customer in the Order, the Services are provided free of Charges from the Effective Date for the trial period. The Customer may cancel at any time before the end of the trial at no cost. LightWork will notify the Customer before the trial ends and billing begins. If the Customer does not cancel, the subscription continues into the Initial Term, which is the first paid period.
3.
Customer’s Use of the Services
3.1
To use the Services, the Customer must be registered with LightWork and create an Account. To create an Account, the Customer may be asked to provide additional information, which if not provided, the Account may not be opened. LightWork accepts no liability or responsibility for any such delay to the extent that any delay is caused by the Customer’s failure to comply with its obligations under this clause 3.1.
3.2
The Customer shall:
(a)
be responsible for the security and confidentiality of the account details, password and all log-in information related to its Account;
(b)
be solely responsible for all use of the Services under its Account, including by Authorised Users, and for Authorised Users’ compliance with these Terms;
(c)
prevent unauthorised access to, or use of, its Account and the Services, and notify LightWork promptly of any such unauthorised access or use of which it becomes aware; and
(d)
ensure it and its Authorised Users comply with LightWork's acceptable use policy at www.lightwork.co/legal/acceptable-use-policy, as updated from time to time; and
(e)
provide timely access to systems, data and contacts in accordance with LightWork's onboarding guide as provided by LightWork at the start of the Term.
3.3
The Customer shall not:
(a)
use the Services in a way that imposes an excessive or disproportionate load on the Services or infrastructure, or that degrades the performance of the Services for other users, and the Customer will, if notified, comply with reasonable requests from LightWork to bring its use within acceptable levels;
(b)
use the Services in violation of applicable Laws;
(c)
in connection with the Services, send or store infringing, obscene, threatening or otherwise unlawful or tortious material or malicious code, including material that violates privacy rights;
(d)
sell, resell, license, sublicense, distribute, make available, rent or lease the Services to any unauthorised third party;
(e)
attempt to gain access to the Services or its related systems or networks in a manner not set out in these Terms or the Documentation;
(f)
interfere with or disrupt, in whole or in part, the integrity or performance of the Services or of any third-party data contained in them;
(g)
permit direct or indirect access to or use of the Services in whole or in part in a way that circumvents a contractual usage limit;
(h)
use the Services to access, extract or replicate LightWork's underlying models, algorithms, prompts, methodologies, configuration, orchestration or software;
(i)
copy the Services or any part, feature, function or user interface thereof;
(j)
frame or mirror any part of the Services;
(k)
use LightWork's Confidential Information, the Services or any Output, in whole or in part, to design, develop, train, build or procure, or to assist any third party in developing, any product or service that competes with the Services, or to benchmark the Services or any Output with a product or service not developed or provided by LightWork; and
(l)
reverse engineer the Services in whole or in part (except to the extent such restriction is prohibited by law).
4.
Changes to the Services
4.1
LightWork will use reasonable endeavours to avoid reducing or removing material functionality. Where changes are necessary (for example, to address a security threat), LightWork will seek to notify the Customer of significant changes via email, or a banner directly within the Services. If the Customer has questions regarding the change or suspected change in functionality, it should contact LightWork at support@lightwork.co.
5.
Proprietary Rights
5.1
LightWork owns all rights, title and interest in the Services and Documentation (including any Intellectual Property Rights contained in them). Subject to the limited rights expressly granted in accordance with these Terms, LightWork reserves all rights, title and interest in and to the Services, and Documentation, including all related Intellectual Property Rights. No Intellectual Property Rights are granted to the Customer in accordance with these Terms other than as expressly set out in these Terms.
5.2
LightWork grants the Customer a non-exclusive, non-transferable licence (without the right to grant sub-licences) for Authorised Users to access and use the Services and Documentation during the Term, solely for the Customer's internal business operations.
5.3
The Customer shall own all Customer Data and Output.
5.4
LightWork may adapt and use any Feedback freely and without restriction, provided that LightWork shall have no obligation to make any improvements based on such Feedback. The Customer shall have no obligation to provide Feedback. LightWork shall own any Intellectual Property Rights in the Feedback and those which arise as a result of LightWork making any changes to the Services or developing any new services based on Feedback. The Customer hereby assigns to LightWork all its right, title and interest in and to Feedback and will reasonably cooperate with LightWork as needed to establish, prove or defend LightWork’s ownership of Feedback.
5.5
LightWork's source code, prompts, models, algorithms, methodologies, configuration, orchestration and any analytics or insights that LightWork derives from operating the Services, are LightWork's Intellectual Property Rights and Confidential Information. They are not Customer Data or Output, and the Customer acquires no right, title or interest in them. The Customer receives the outputs of the Services and no right to access, extract or use the underlying source code, prompts, models, algorithms, methodologies, configuration or orchestration.
6.
Data Protection
4.1
The Parties will comply with the Data Processing Agreement throughout the Term.
7.
Confidentiality
7.1
A Party shall not disclose or use any Confidential Information of the other Party except as reasonably necessary to perform its obligations or exercise its rights pursuant to these Terms (which may include disclosure to employees, advisors, contractors and representatives who have a need to know the Confidential Information) except with the other Party’s prior written permission. Where disclosure has been permitted pursuant to this clause each Party shall ensure that those to whom it has disclosed comply with this clause 7.
7.2
Each Party agrees to protect the Confidential Information of the other in the same manner that it protects its own Confidential Information.
7.3
A disclosure by one Party of Confidential Information of the other Party to the extent required by Law shall not be considered a breach of these Terms, provided the Party so compelled promptly provides the other Party with prior notice of such compelled disclosure (to the extent legally permitted) and provides reasonable assistance, at the other Party’s cost, if the other Party wishes to contest the disclosure.
7.4
If a Party discloses or uses (or threatens to disclose or use) any Confidential Information of the other Party in breach of confidentiality protections in these Terms, the other Party shall have the right, in addition to any other remedies available, to seek injunctive relief to prohibit such acts, it being acknowledged by the Parties that any other available remedies are inadequate.
7.5
Customer Data shall not be subject to the exclusions set out in this clause 7.
8.
Warranties & Indemnities
8.1
LightWork warrants that it will provide the Services with reasonable care and skill. This warranty does not apply to the extent any non-conformity arises from the Customer Data, the Customer's instructions, or use of the Services other than in accordance with these Terms. The warranties in the AI Schedule apply to Output.
8.2
The Customer warrants that it has sole responsibility for the accuracy, quality and legality of all Customer Data, and that it has provided all relevant notices to, and obtained all relevant consents from, individuals as required by applicable Laws.
8.3
LightWork will indemnify the Customer against losses arising from a third-party claim that the Customer's use of the Services in accordance with these Terms infringes that third party's Intellectual Property Rights, subject to the limitations in clause 13. This clause 8.3 does not cover infringement caused by the Customer Data, by changes to the Services not made by LightWork, by the Customer combining the Services with anything LightWork did not supply, or by the Customer’s use of the Services in breach of these Terms.
8.4
The Customer will indemnify LightWork against losses arising from a third-party claim relating to the Customer Data, the Customer's breach of these Terms or the Customer's use of the Services in breach of applicable Laws.
8.5
The Party seeking indemnification under clause 8.3 or 8.4 (the Indemnified Party) shall:
(a)
promptly notify the other Party (the Indemnifying Party) in writing of the claim;
(b)
give the Indemnifying Party sole conduct of the defence and settlement, provided that no settlement admitting fault by, or imposing a non-financial obligation on, the Indemnified Party is made without its consent; and
(c)
provide reasonable cooperation at the Indemnifying Party's expense.
8.6
In respect of a claim under clause 8.3, LightWork may at its option procure the right for the Customer to continue using the Services, modify or replace the affected Services so they are non-infringing, or, if neither is reasonably available, terminate the affected Services and refund pre-paid Charges for the unused period. Clauses 8.3 and 8.6 state LightWork's entire liability and the Customer's sole remedy for any claim that the Services infringe a third party's Intellectual Property Rights.
9.
Customer PMS
9.1
The Services may require access to a Customer PMS. The Customer is responsible for granting and maintaining that access, and LightWork is not responsible for the content, functionality, availability or accuracy of any Customer PMS. LightWork is not liable for actions it takes on the Customer's instructions or through Customer PMS access, except to the extent caused by LightWork's negligence.
9.2
LightWork will use reasonable care to accurately read and transmit Customer Data accessed from any Customer PMS in connection with the Services. LightWork is not liable for losses to the extent they arise from the Customer's breach of clause 9.1, provided LightWork has complied with this clause 9.2.
9.3
The Customer warrants that:
(a)
it has obtained all necessary rights, releases and permissions to permit LightWork to:
(i)
transmit, process, store and otherwise use Customer data from any Customer PMS to provide the Services; and
(ii)
trigger access, alterations or other processing activity to the underlying Customer data stored on any Customer PMS via the Services or LightWork’s personnel; and
(b)
LightWork's use of Customer Data from Customer PMS Providers as authorised by the Customer under these Terms, whether by LightWork's personnel or through the Services, will not violate any Customer PMS Provider's terms of service that the Customer has agreed to or is otherwise required to comply with.
10.
Charges and Payment
10.1
The Customer shall pay the Charges as set out in the Order.
10.2
The Customer authorises LightWork (and its payment processor) to charge the Customer's nominated payment method for the Charges at the frequency and on the billing dates set out in the Order (for example, monthly or annually in advance). Unless the Order states otherwise, subscription Charges are billed monthly in advance at the start of each month and any overage under clause 11 is billed monthly in arrears.
10.3
All Charges are exclusive of VAT, which will be added at the prevailing rate.
10.4
Where a payment method charge fails, LightWork may retry the charge and may suspend the Services if the Charges remain unpaid for 14 days after the due date. LightWork may charge interest at 4% per annum above the Bank of England's base rate, accruing daily from the due date until payment.
10.5
All amounts due shall be paid in full without set-off, counterclaim, deduction or withholding.
10.6
The Customer may add or remove branches or features during the Term. Additions are charged pro-rata for the part-month in which they go live and increase the recurring monthly Charges from then on. For an annual subscription, an addition commits the Customer to the incremental Charges for the rest of the Current Term. Removals take effect from the end of the month in which they are requested and the current month is not refunded. For an annual subscription, branches and features may not be removed during the Current Term.
10.7
If the Customer cancels the Services before the end of the Current Term, cancellation takes effect at the end of that period and the Charges for that period remain payable, continuing to be invoiced in accordance with the billing frequency set out in the Order. Charges already paid for that period are not refunded. This does not apply where the Customer terminates for LightWork's material breach or insolvency under clause 14.2.
10.8
LightWork may change the Charges on at least 30 days' written notice. If the Customer does not agree to a change, it may give notice of non-renewal or cancel before the change takes effect, and the Term will end at the end of the Current Term.
11.
Usage
11.1
Where the Order includes a usage allowance for each branch, usage within that allowance carries no additional Charge. Usage above the allowance is charged at the overage rates set out in the Order.
11.2
Overage is charged only from the date the relevant metering is made available and is never applied to usage incurred before then.
11.3
Allowances apply per branch, are not pooled or transferable between branches and do not roll over between billing periods unless the Order states otherwise. LightWork measures usage on its platform.
11.4
The Customer may set a monthly overage spend cap for each branch via the platform. Once a branch reaches its cap, LightWork will not charge further overage for that branch that month.
11.5
LightWork may change the overage rates, allowance, model or metered channels. Any change that is adverse to the Customer takes effect, for an annual subscription, at the start of the next renewal term, and for a monthly-rolling subscription, on 30 days' notice (during which the Customer may cancel with effect from the end of the current month). Changes that are not economically adverse to the Customer may take effect at any time. No change applies retrospectively to usage already incurred.
12.
Disclaimer
12.1
Except as expressly provided in these Terms and to the maximum extent permitted by applicable Laws, LightWork makes no warranties of any kind, whether express or implied, statutory or otherwise, and specifically disclaims all implied warranties, including any warranties of merchantability, fitness for a particular purpose or non-infringement with respect to the Services and/or related Documentation. LightWork does not warrant that the Services will be error free or uninterrupted. The limited warranties provided in these Terms are the sole and exclusive warranties provided to the Customer in connection with the provision of the Services.
13.
Limitation of Liability
13.1
Neither Party will be liable to the other whether in contract or in tort (including negligence), for breach of statutory duty, or otherwise, arising under or in connection with these Terms for:
(a)
loss of profits;
(b)
loss of sales or business;
(c)
loss of contract;
(d)
loss of anticipated savings;
(e)
loss of use or corruption of software, data or information;
(f)
loss of or damage to goodwill; and
(g)
any indirect or consequential loss.
13.2
Subject to clause 13.3, and to the maximum extent permitted by law, in no event shall either Party’s total aggregate liability towards the other arising out of or related to these Terms and the Data Processing Agreement, whether in contract, tort or otherwise, exceed:
(a)
for liability under the indemnities in clauses 8.3 and 8.4, the greater of £100,000 and 200% of the total Charges paid by the Customer to LightWork in the 12-month period preceding the claim; and
(b)
for all other liability, 100% of the total Charges paid by the Customer to LightWork in the 12-month period preceding the claim.
13.3
Nothing in these Terms excludes or limits either Party's liability for:
death or personal injury caused by negligence;
(b)
fraud or fraudulent misrepresentation;
(c)
any liability that cannot legally be excluded or limited;
(d)
the Customer's obligation to pay Charges due under these Terms; or
(e)
the Customer's liability for breach of clause 3.3 (use restrictions), clause 5 (Proprietary Rights) or clause 7 (Confidentiality).
14.
Termination and Suspension
14.1
The Customer may terminate these Terms in accordance with clause 2.5.
14.2
Either Party may terminate these Terms:
(a)
if the other Party commits a material breach that is not remedied within 14 days of written notice; or
(b)
if the other Party becomes insolvent or ceases to carry on business.
14.3
LightWork may terminate these Terms at any time on reasonable notice, and will refund, pro-rata, any Charges the Customer has paid for Services not yet delivered as at the date of termination.
14.4
Upon termination of these Terms, the Customer shall, as of the date of such termination:
(a)
immediately cease accessing and otherwise utilising the Services; and
(b)
return and make no further use of any Documentation and other items (and all copies of them) belonging to LightWork.
14.5
LightWork shall, on the Customer's written request made within 30 days of termination, return or make available for download a copy of the Customer Data. LightWork shall delete all Customer Data in accordance with the Data Processing Agreement, unless legally required to retain it.
14.6
LightWork shall be entitled to immediately on notice suspend provision of the Services where the Customer or an Authorised User breaches these Terms or the Law.
15.
Surviving Provisions
15.1
The following provisions of these Terms shall survive any termination or expiration of these Terms to the extent necessary to give effect to the purpose of such provision: clause 3.3 (use restrictions), clause 5 (Proprietary Rights), clause 6 (Data Protection), clause 7 (Confidentiality), clauses 8.3 to 8.6 (Indemnities and remedies), clause 12 (Disclaimer), clause 13 (Limitation of Liability), clauses 14.4 and 14.5 (effect of termination), this clause 15 (Surviving Provisions) and clause 16 (General Provisions), and paragraphs 2 (Training Data) and 3 (Aggregated Data) of the AI Schedule to these Terms.
15.2
Termination or expiry of these Terms does not affect any rights, remedies or liabilities that accrued before that date, including any accrued obligation to pay Charges.
16.
General Provisions
16.1
Conflict. If there is an inconsistency between any of the provisions in the main body of these Terms and the Order, the provisions in the Order will prevail. The Data Processing Agreement prevails over these Terms to the extent of any inconsistency concerning the processing of Personal Data.
16.2
Entire Agreement. These Terms (including the AI Schedule to these Terms), together with the Order and the Data Processing Agreement, constitute the entire agreement between the Parties and supersede all prior discussions, representations or arrangements.
16.3
Severance. If any provision of these Terms is or becomes, or is declared by any competent court or body to be, illegal, invalid or unenforceable this shall not affect or impair the legality, validity or enforceability of the remaining provisions of these Terms.
16.4
Waiver. A waiver of any right or remedy is only effective if given in writing and shall not be deemed a waiver of any subsequent right or remedy.
16.5
Variation. LightWork may update these terms from time to time. LightWork will notify the Customer of material changes by email not less than 30 days before the changes take effect. If the Customer does not agree to the changes, it may terminate these Terms by written notice before the changes take effect. Continued use of the Services after the changes take effect constitutes acceptance.
16.6
Relationship of the Parties and Third Party Rights. Nothing in these Terms is intended to or shall give rise to a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the Parties. A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce or to enjoy the benefit of any term of these Terms.
16.7
Notices. All notices under these Terms shall be in writing and shall be deemed to have been given upon transmission by email. Notices to LightWork shall be addressed to notices@lightwork.co. Notices to the Customer shall be addressed to the Customer’s contact address set out in the Order.
16.8
Announcements and Marketing.
(a)
No Party will make, or permit any person to make, any public announcement concerning the existence, subject matter or terms of these Terms, the wider transactions contemplated by them or the relationship between the Parties, without the prior written consent of the other Party (consent not to be unreasonably withheld or delayed), except as required by law, any governmental or regulatory authority (including any relevant securities exchange), or any court or other authority of competent jurisdiction.
(b)
The Customer consents to LightWork using the Customer's name and logo in LightWork's client lists, website and marketing materials. LightWork shall obtain the Customer's prior written approval before publishing any case study or detailed reference relating to the Customer.
16.9
Assignment. The Customer may not assign any of its rights or obligations under these Terms, whether by operation of law or otherwise, without the prior written consent of LightWork (which will not be unreasonably withheld).
16.10
Force Majeure. LightWork is not liable for any delay or failure to perform caused by an event beyond its reasonable control. This includes internet or telecommunications failures, the failure or change of terms of a third-party AI model provider or Customer PMS Provider, power failures, acts of God, war, terrorism, civil unrest, epidemic, government action and industrial action. Charges remain payable for any affected period of up to 30 days.
16.11
Disputes, Governing Law and Jurisdiction. The Parties agree that they will resolve any dispute or claim arising out of or in connection with these Terms or its subject matter or formation through negotiation in good faith or mediation in the first instance. Should negotiations and mediation fail the Parties agree that the dispute or claim will be governed by and construed in accordance with the law of England and Wales and that the courts of England and Wales shall have exclusive jurisdiction to settle the dispute or claim.
17.
Definitions
14.1
All capitalised terms used in these Terms not otherwise defined in context shall have the following meanings:
Account: A registered account with LightWork for the use of the Services.
Affiliate: Any entity which directly or indirectly controls, is controlled by, or is under common control by either Party. For purposes of the preceding sentence, “control” means direct or indirect ownership or control of more than fifty per cent (50%) of the voting interests of the subject entity.
Aggregated Data: All aggregated and statistical data derived from the operation of the Services, including, without limitation, the number of records in the Services, the number and types of transactions, average rental price and occupancy rates in geographical areas, configurations and reports processed in the Services and the performance results for the Services.
Authorised User: Those employees, agents and independent contractors of the Customer or of any Affiliate of the Customer who are authorised by the Customer to use the Services.
Business Day: A day other than a Saturday, Sunday or public holiday in England and Wales on which banks in London are open for general business.
Charges: The fees payable for the Services as presented to the Customer in the Order, as varied under clause 10.
Confidential Information: All information (however recorded or preserved) that one Party discloses or makes available to the other in connection with these Terms and which is designated as confidential or would reasonably be regarded as confidential. It includes these Terms and the Order, the Services and their source code, models, algorithms, prompts, methodologies, configuration and orchestration (for LightWork), and Customer Data and any information relating to the Customer's property portfolio, tenants, landlords, contractors, pricing, finances, business, operations and internal processes (for the Customer). It does not include information that:
a). is or becomes public other than through the recipient's breach;
b). was known to the recipient before disclosure;
c). is lawfully received from a third party not under a duty of confidence; or
d). is independently developed without use of the discloser's Confidential Information.
Current Term: The subscription period then in effect, being one month for a monthly-rolling subscription, and the Initial Term or the then-current renewal period for an annual subscription.
Customer: The entity that places the Order.
Customer Data: The data inputted or provided by the Customer, Authorised Users or the provider of the Customer PMS, or by LightWork on the Customer's behalf, for the purpose of using or facilitating the Customer's use of the Services, which may include Personal Data.
Customer PMS: Any third-party service, connection, site, platform, application, software or integration that interoperates with the Services, or that the Customer provides LightWork with access to, to enable delivery of the Services.
Customer PMS Provider: The provider of the Customer PMS.
Data Processing Agreement: The data processing agreement as can be seen at www.lightwork.co/legal/data-processing-agreement, as may be updated and amended from time to time in accordance with its terms.
Documentation: The documentation made available to the Customer at app.lightwork.co, labs.lightwork.co and/or any other websites and applications designated by LightWork at any time in relation to the description and use of the Services, which may be updated by LightWork from time to time.
Effective Date: The date on which the Customer completes the Order by accepting these Terms at checkout or, where the Order is an Order Form, the date on which the Order Form is signed (or such other date as the Order Form specifies).
Feedback: Suggestions, enhancement requests, recommendations or other feedback provided by Customer relating to the operation or functionality of the Services.
Initial Term: The initial subscription period for the Services as selected by the Customer in the Order (or, if none is specified, one month from the Effective Date).
Intellectual Property Rights: Any and all common law, statutory and other industrial property rights and intellectual property rights, including copyrights, trademarks, trade secrets, patents and other proprietary rights issued, honoured or enforceable under any applicable Laws anywhere in the world, and all moral rights related thereto.
Law(s): Any local, state, national and/or foreign law or laws, treaties and/or regulations applicable to a respective Party.
LightWork: LightWork Holding Ltd (company number: 15027977), with registered address of 83 Victoria Street, London, England, SW1H 0HW.
Order: The order for the Services placed by the Customer, which forms part of these Terms, being either:
a). an order placed through LightWork’s online checkout, which the Customer accepts by completing the checkout and accepting these Terms (and the Data
Processing Agreement); or
b). an Order Form.
Order Form: An order form signed by the Customer and LightWork that refers to these Terms (and the Data Processing Agreement).
Output: Information, data, materials, text, images or other content generated by the Services in response to Customer Data or input from Authorised Users. For the avoidance of doubt, Output does not include, and the Customer shall acquire no rights in, the underlying algorithms, models, methods, training data, or processes used by the Services.
Party: LightWork and the Customer.
Personal Data: Has the meaning given in the UK General Data Protection Regulation.
Services: LightWork’s software-as-a-service property operations and logistics platform as further described in the Documentation and Order.
Term: The period beginning on the Effective Date and continuing until these Terms are terminated or expire in accordance with these Terms.
Schedule – Artificial Intelligence Terms
1.
About this Schedule
1.1
This Schedule sets out the terms governing the AI functionality of the Services, including training data, AI-specific disclaimers and Customer responsibilities.
1.2
Capitalised terms used in this Schedule have the meanings given in clause 17 of these Terms unless otherwise defined in this Schedule.
1.3
In the event of any conflict between this Schedule and Terms, this Schedule shall prevail in respect of the subject matter covered by this Schedule.
2.
Training Data
2.1
LightWork may use Customer Data or Output to train or otherwise improve the Services, but only once such data has been (a) de-identified so that it does not identify the Customer, its users or any other person and (b) aggregated with data across other customers. The Customer may opt out of this paragraph 2 by written notice to LightWork.
3.
Aggregated Data
3.1
LightWork owns the Aggregated Data. Nothing in these Terms shall be construed as prohibiting LightWork from utilising the Aggregated Data for the purposes of operating LightWork’s business, provided that LightWork’s use of Aggregated Data will not reveal the identity, whether directly or indirectly, of any individual or specific data entered by any individual into the Services. In no event shall the Aggregated Data include any Personal Data.
4.
Customer obligations
3.1
The Customer will not represent any Output as being approved or vetted by LightWork or as being an original work or a wholly human-generated work.
5.
AI disclaimers and Customer responsibilities
5.1
The Customer understands and acknowledges that the Services utilise agentic AI functionality and that:
(a)
they do not include advice from human advisors and that errors may occur, and for this reason LightWork does not warrant that the Services can, or should, be used as a substitute for appropriate and suitably qualified legal, financial, tax, accounting, investment and other professional advice;
(b)
Outputs provided to the Customer may be similar or identical to Outputs independently provided by LightWork to others, and the Customer acknowledges that such similarity shall not constitute a breach of clauses 5 or 7, or any other provision of these Terms;
(c)
the AI models used by the Services may be updated, retrained or replaced from time to time, which may result in changes to the nature or quality of Output; and
(d)
human oversight of Output is recommended, particularly for communications with end users, customers of the Customer and other third parties, and for compliance-related actions.
5.2
To the fullest extent permitted by applicable Laws and except as expressly and specifically provided in these Terms:
(a)
the Customer assumes sole responsibility for results and Output obtained from the use of the Services by the Customer, and for conclusions drawn from such use. LightWork shall have no liability for any damage caused by errors or omissions in any Customer Data, information, instructions or scripts provided to LightWork by the Customer in connection with the Services, or any actions taken by LightWork at the Customer's direction; and
(b)
save as these Terms expressly provide, the Services are provided without further representation or warranty. Output generated by the Services falls into the following categories:
(i)
Agentic Output: LightWork will use reasonable endeavours to ensure that Output generated by autonomous AI actions (including prospect, tenant, landlord and contractor communications) materially conforms to the specifications and configurations agreed in the applicable Order and these Terms;
(ii)
Advisory Output: Output that is informational or analytical in nature is provided as decision-support only. The Customer retains responsibility for review before acting on it; and
(iii)
General: LightWork does not warrant that Output will be free from all errors or suitable for every use-case. The Customer should exercise appropriate judgment, particularly in novel or unusual circumstances.
6.
AI models and transparency
6.1
LightWork uses third-party foundational AI models in the provision of the Services. The current AI model providers are listed as sub-processors in the Data Processing Agreement.
6.2
LightWork may change, update or replace the AI models used in the Services at any time, provided that any such change does not materially reduce the functionality or performance of the Services. Where a change is necessitated by circumstances outside LightWork's reasonable control (including the deprecation, discontinuation or material change in terms of a third-party AI model provider's services), LightWork shall use reasonable endeavours to minimise any adverse impact on the Services and shall notify the Customer promptly of the change and its plan for mitigating any temporary reduction in functionality or performance. Where a change of AI model provider constitutes the engagement of a new sub-processor, the sub-processor notification provisions of the Data Processing Agreement shall apply.
6.3
LightWork will, on reasonable request, provide the Customer with a general description of the AI models used in the Services and the measures LightWork takes to mitigate known risks associated with AI-generated content, including bias, hallucination and inaccuracy.
7.
Human oversight
7.1
LightWork maintains an internal product team that provides human oversight of certain actions taken by the Services.
7.2
The scope and nature of human oversight may vary by Service configuration and is subject to any specifications agreed in the Order or under these Terms.
7.3
Notwithstanding any human oversight provided by LightWork, the Customer remains responsible for the ultimate review and approval of Output before it is acted upon, in accordance with paragraph 5.2(a).
