Productvoorwaarden

Version 2026-10-28 · 28 October 2026

These are the terms on which Human Forward LTD supplies its products to businesses. Part A applies to every product. Part B has a schedule for each product, with its plans, billing, limits and rules. Part C explains how these terms change and lists every version.

When you sign up to a product you tick to agree to these terms. We record on your account the product, the version you accepted and the date. That version applies to that product until it is replaced as Part C describes.

• Part A. General terms
• Part B. Product schedules
  • Schedule 1. Findability
  • Schedule 2. Storefront and Storefront Enterprise
  • Schedule 3. Conseil
  • Schedule 4. Community platform
  • Schedule 5. Sessions
  • Schedule 6. Agents, Human Forward Plus and human services
• Part C. Changes and version history

Part A. General terms

1. Who we are and what these terms cover

These terms are between you and Human Forward LTD, a company registered in England and Wales under number 17452304, whose registered office is at 66 Paul Street, London EC2A 4NA. You can reach us at hello@humanforward.io.

They cover each product described in Part B, on every plan, free and paid, however you reach it: on the web, in our console, in Shopify, in ChatGPT or another AI tool, or through an API.

These Product Terms are the main terms for our products. Our App and AI Tools Terms continue to apply alongside them for the rules they set on AI tools, agents that act on your accounts and Shopify apps. Where the two conflict, these Product Terms govern. Our Website Terms cover the website itself, the free findability score on it and the website assistant.

2. Definitions

In these terms:

• Account means the account you hold with us for a product, including your store, site or brand in our console or in a Shopify app
• Agreement means these terms, the schedule for each product you use, any Order Form, and the documents section 26 lists
• Billing Period means the month or year you pay for in advance, starting on the day your paid plan starts or renews
• Console means the place where you manage a product: app.humanforward.io for Findability, the Human Forward console for Storefront, Conseil and the community platform, or the app inside Shopify
• Customer Personal Data has the meaning in our Data Processing Agreement
• Activities means any run, ride, walk, swim, climb, race, training session, class, event, trip, meet up, competition, challenge or other physical, sporting, outdoor or social activity, online or in person, that is arranged, promoted, shared, joined or tracked through a product, by you, a Member or anyone else
• Fees means the amounts payable for a product, including subscription fees, usage and overage charges and platform fees
• Order Form means an order form, proposal, statement of work or engagement letter that we both agree in writing
• Outputs means scores, reports, recommendations, lines, answers, content and other material a product generates for you
• Human Forward Parties means Human Forward LTD, its affiliates, and its and their directors, officers, employees, contractors, agents, successors and assigns
• Plan means the tier of a product you are on, free or paid, with the allowances and features shown for it
• Product means each product described in Part B. Each product is a separate contract under these terms
• Shoppers and Members means the people who visit your site, buy from you, or join your community, and anyone who uses a product through you
• Third Party Services means services we do not control that a product relies on or connects to, including AI engines and model providers, search engines, AI shopping agents and agent protocols, Shopify, Stripe and Stripe Connect, your own payment provider, app stores, hosting and cloud providers, and the platforms, ERPs and tools you connect
• Trial means a free period on a paid plan before the first charge
• Your Content means everything you, your users or your systems provide to us or make available to a product, including your site, store and feed data, product data, images, prices, policies, trade marks, member content and any material a product reads from your site with your authority
• Working Day means a day other than a Saturday, Sunday or bank holiday in England

Headings are for convenience. Including means including without limitation. A reference to a law includes it as amended or replaced.

3. How the contract is formed

A contract for a product forms between us on the first of these: you tick to agree to these terms when you sign up, you complete checkout, you approve a charge in Shopify, you sign an Order Form that refers to these terms, or you start using the product.

We record on your Account the product, the version of these terms you accepted, the date, and the user who accepted. Our record is evidence of what you accepted. Each time you start a further product, or move to a new version under Part C, the same applies.

The person who accepts confirms that they have authority to bind the business they name, and the business is bound. These terms apply in place of any terms in your purchase order or other document, even if we accept or sign it.

4. Business use only

Our products are for businesses and business use only. By signing up you confirm that you are acting for a trade, business, craft or profession and not as a consumer, that you are at least 18, and that you, your business and its owners are not on any UK, EU, US or UN sanctions list and are not located in a country subject to comprehensive sanctions.

If, despite this, the law of your country treats you as a consumer, the rights it gives you that cannot be excluded apply on top of these terms, and the market terms for your country below explain them.

We sell and market our products only to businesses, never to the public. Where members of the public use a product through you, as Shoppers, Members, participants or visitors, they do so as your customers and community, under your terms, and you are responsible to them and for their use of it. We have no contract with them for your products, and section 24 applies to any claim they make against a Human Forward Party.

5. Accounts and users

You are responsible for everyone who uses a product through your Account, for keeping sign in details, passkeys and API keys secure, and for everything done under your Account. Anyone who uses a product through your Account is treated as authorised by you. Tell us straight away at hello@humanforward.io if you think your Account has been compromised.

You must give us accurate information and keep it up to date, including the email address we use for notices and billing.

6. Your licence to use the products

We grant you a limited, non exclusive, non transferable licence, without the right to sublicense, to use each product you are entitled to for your own business during your subscription, subject to the Agreement.

You must not, and must not let anyone else:

• Copy, modify, reverse engineer, decompile or try to extract the source code, prompts, models, scoring methods or configuration of a product, except where the law expressly allows it
• Resell, rent, sublicense or provide a product to third parties, or use it to run a service for others, unless an Order Form allows it
• Get around plan limits, usage caps, rate limits or security controls, including by opening several Accounts
• Use a product to build or train a competing product, or to build a dataset or train a machine learning model
• Use a product in breach of the Acceptable Use Policy, the law or a Third Party Service's terms

7. Your responsibilities

Your content, site and data. You are responsible for Your Content and for your site, store, feed and systems. You confirm that Your Content is accurate, lawful and not misleading, that you have every right, licence and consent needed for us to use it as these terms describe, and that it does not infringe anyone's rights. Products act on Your Content as it is: if your feed, pages or product data are wrong, what agents, engines and Shoppers see will be wrong too.

Your sales and your customers. You are the seller to your Shoppers and Members. You are responsible for your prices, offers, terms of sale, product safety and labelling, delivery, returns, cancellation and withdrawal rights, refunds, chargebacks, customer service, taxes and every other legal duty you owe them, including under consumer protection, advertising and electronic commerce law in every market you sell to. We are not a party to any contract between you and a Shopper or Member.

Your notices and consents. You are responsible for your own privacy notice, cookie and device storage notice, community rules and terms of sale, for any disclosure the law or a platform requires that a Shopper is dealing with AI, and for any consent you need from your Shoppers, Members or staff.

Your accounts with others. You keep your own administrator access to every account you connect, comply with the terms of each Third Party Service you use, and pay its fees.

Backups. Keep your own copies of Your Content. Our products are not a backup service.

Cooperation. You give us the information, access and decisions we reasonably need to supply a product, on time. We are not responsible for a delay or failure caused by you not doing so.

8. Third Party Services

Our products depend on and connect to Third Party Services we do not control. Each is supplied to you, where it is supplied to you at all, under its own terms, which apply between you and that provider. We are not a party to them and we do not act for any provider.

We are not responsible for the acts, omissions, errors, outages, decisions or policy changes of any Third Party Service, including:

• What an AI engine, search engine or AI agent says about you, whether it lists, ranks, recommends or cites you, or whether it buys from you
• Whether a shopping programme in ChatGPT, Gemini, Google AI Mode, Meta AI, Copilot, Perplexity or any other channel accepts you, keeps you, or offers checkout in your markets
• Orders, carts or requests an agent creates, and the accuracy of what an agent tells a Shopper
• Actions Shopify, Stripe, an app store, your payment provider or any platform takes on your account, including suspension, delisting, holds on funds and fees
• Changes to a protocol or interface, such as UCP, ACP or MCP, that a product relies on

Where a Third Party Service changes, restricts or withdraws something a product depends on, we may change, suspend or withdraw the affected feature without liability, and we will tell you when we can. Any statement we make about a Third Party Service, for example which agents check out in which countries, is our understanding on the date we give and may change without notice.

9. No guarantee of results

We do not promise and do not guarantee any result from using a product. In particular we do not guarantee:

• Any ranking, visibility, citation, mention or recommendation in any AI engine, AI answer, search engine or agent
• That any engine, agent, channel or platform will find, list, show, recommend or buy from you, or will do so in a particular market or by a particular date
• Any traffic, visits, conversions, sales, revenue, average order value, members, bookings or other commercial result
• That a score, a fix or any Output will change what an engine or agent does
• That AI answers about you will be accurate, or will stay the same from one day to the next

A score or recommendation is our assessment at a point in time, using methods we may change. You decide what to do with it.

10. AI features and Outputs

Our products use AI models from third party providers, listed in our AI transparency statement. Outputs are generated automatically, may be wrong, incomplete, out of date or biased, may be similar to Outputs given to others, and are not checked by a person before you see them unless a schedule says so. They are not legal, financial, tax or other professional advice. Review Outputs before you rely on them or publish them. How you use an Output is your decision and your responsibility.

As between you and us, you own the Outputs generated for you, subject to our rights in section 12. No agent, assistant or automated feature of a product can agree anything for Human Forward. Nothing one of them says is an offer, a price, a discount, a refund, a promise or any other commitment by us, and only the price shown at checkout, in your Console or in an Order Form applies.

Where you deploy a product that speaks to your Shoppers or Members, for example the Conseil shopping chat, it speaks on your site, in your name, from Your Content and the settings you choose. As between you and us, you are responsible for what it says to them.

11. Acceptable use

Our Acceptable Use Policy forms part of these terms and applies to every product. The schedules add rules for each product. A breach of the Acceptable Use Policy is a breach of these terms. We may monitor usage metadata, such as volumes, rates and patterns, to enforce it and to keep the products secure.

12. Intellectual property

Ours. We and our licensors own the products and everything in them, including software, interfaces, designs, scoring methods, prompts, models, templates, documentation, our trade marks, and all improvements to them, whoever suggested them. Nothing in these terms transfers any of it to you. Rights not expressly granted are reserved.

Yours. You keep all rights in Your Content and your brand.

Your licence to us. You grant us, our subcontractors and sub processors a worldwide, non exclusive, royalty free licence, for as long as we supply a product and for any period after that which section 19 or the law allows, to host, copy, crawl, read, store, process, adapt, translate, reformat, display, transmit and publish Your Content, including your names, trade marks, product data, images and prices, so far as needed to supply, secure and support the products. That includes making Your Content available to AI engines, agents, search engines, platforms, app stores, Shoppers and Members in the way the product is designed to do. Once a product has given Your Content to a Third Party Service as you intended, we cannot recall it from that service.

Usage data. We own data about how the products are used and perform, such as counts, timings, events and which lines or fixes worked. We may use it to supply, secure and improve the products, and in aggregated form that does not identify you or any person, for benchmarks, research and marketing.

Feedback. If you give us ideas, suggestions or feedback, you grant us a perpetual, irrevocable, worldwide, royalty free licence to use them for any purpose, without any duty to you.

Publicity. You may say you use our products. We may name you as a customer and show your logo, unless you ask us not to at hello@humanforward.io. Neither of us may otherwise use the other's trade marks without written permission.

13. Confidentiality

Each of us will keep the other's confidential information secret, use it only for the Agreement, and protect it with at least reasonable care. Each of us may share it with our staff, advisers, subcontractors and sub processors who need it and are bound by similar duties. This does not apply to information that is or becomes public through no fault of the receiver, that the receiver already had or develops independently, or that the law, a court or a regulator requires to be disclosed, in which case the receiver tells the other first where it lawfully can.

This clause lasts for five years after the last product ends, and for trade secrets for as long as they remain trade secrets. Paid sessions are also covered by the mutual NDA we send before each session.

14. Data protection

For your Account, billing and contact details, and data we collect to run our business, we are a controller and our Privacy Policy explains what we do.

Where a product processes personal data on your behalf, such as data about your Shoppers, Members or staff, you are the controller and we are your processor, and our Data Processing Agreement forms part of these terms. On data protection, the Data Processing Agreement prevails. Where you take payments through Stripe Connect, Stripe is an independent controller of card data.

You must not give us special category data, children's data, government identifiers or financial account credentials unless we have agreed it in writing. You are responsible for having a lawful basis for the data you give us or let a product collect, and for the notices and consents section 7 describes.

We protect data as our Security page and the Data Processing Agreement describe. No system is completely secure, and we do not promise that a product will be free of every vulnerability.

15. Fees and payment

Prices. The Fees for a product are those shown at checkout, on the plan page, in your Console, in the Shopify app or in an Order Form when you buy or renew. Prices can differ by market and currency, so these terms do not list them except where a schedule says so. Prices exclude VAT and other taxes unless shown otherwise.

How you pay. You pay by card or another method Stripe offers at checkout. If you use one of our Shopify apps, you pay through Shopify Billing and Shopify's billing terms apply to those charges. Enterprise customers may pay by invoice and bank transfer, only where we have agreed that separately in an Order Form. On the community platform our fee is deducted from each charge through Stripe Connect. The schedule for each product says which apply. We do not see or store full card numbers.

Authority to charge. When you start a paid plan or a Trial that takes a card, you authorise us, through Stripe, to charge your payment method for each Billing Period in advance, for any proration when you change plan, and for usage charges in arrears, until you cancel. You must keep a valid payment method on file.

Taxes. You pay all VAT, sales and similar taxes on the Fees. Where the reverse charge applies, you account for the tax. If the law requires you to withhold tax, you increase the payment so that we receive the full amount we would have received without the withholding. Give us your VAT or tax number in your Console or by email.

Invoices. Invoices we issue are payable within 14 days of their date unless an Order Form says otherwise. Tell us about any charge or invoice you dispute within 30 days of the charge, or within 14 days of the invoice date, and pay the part you do not dispute. After that the charge is accepted as correct.

Late or failed payment. If a payment fails we retry and email you. If it still fails, or an invoice is overdue, we may move you to a free plan, pause or suspend the product as its schedule says, until payment is made. Overdue amounts carry interest at 8% a year above the Bank of England base rate, and the fixed sums and reasonable recovery costs allowed, under the Late Payment of Commercial Debts (Interest) Act 1998. You must pay in full, without set off, deduction or counterclaim.

Third party fees. Fees charged by Shopify, Stripe, your payment provider, an app store or any channel are yours and are not part of our Fees.

Discounts and codes. A discount or promotional code applies only to what it says and for the period it says, cannot be combined with another unless we say so, applies once per business, and may be withdrawn at any time before it is used. When a discount period ends, the full price applies automatically from the next charge. Codes obtained or used in breach of their conditions are void and we may charge the full price.

Pricing errors. Where a price is obviously wrong, or wrong by our records, we are not bound by it, as our Purchases and Refunds policy explains.

Price changes. We may change a price, including a usage rate or platform fee, by giving you at least 30 days notice by email or in your Console. The new price applies from your first renewal after the notice period ends, or for a yearly plan from your next yearly renewal. If you do not want to pay it, cancel before then. A change in tax applies from the date the law sets.

16. Renewal, cancellation and refunds

Automatic renewal. Paid plans renew automatically at the end of each Billing Period, for the same period, at the price that then applies, until you cancel. The price, Billing Period and renewal terms are shown before you pay.

Cancelling. You can cancel a paid plan at any time in your Console, in the Stripe billing portal linked from it, or in Shopify for a Shopify app. Unless the schedule says otherwise, cancelling stops the next renewal: you keep the plan until the end of the Billing Period you have paid for, then it ends or drops to the free plan as the schedule says. Usage charges already incurred remain payable.

Changing plan. Moving to a higher plan takes effect straight away, with a prorated charge for the rest of the Billing Period. Moving to a lower plan takes effect as shown when you make the change.

Refunds. Fees are not refundable, and there are no refunds or credits for part of a Billing Period, for unused allowances, for a downgrade, or for the unused months of a yearly plan, except:

• Where our Purchases and Refunds policy expressly provides for a refund
• Where the law requires a refund
• Where we end a product for convenience or withdraw it under section 19, when we refund prepaid Fees for the period after it ends

Unused allowances do not roll over to the next month or Billing Period.

17. Free plans, Trials and early access

Free plans. A free plan is provided at our discretion, as it is, with no service level. We may change its allowances or withdraw it at any time.

Trials. Where a paid plan offers a Trial:

• The length of the Trial is shown on the sign up page and at checkout before you start
• Where checkout takes a card up front, nothing is charged during the Trial. When the Trial ends the paid plan starts automatically and your card is charged the price shown at sign up, then each Billing Period after, until you cancel
• To avoid the first charge, cancel before the Trial ends. You then keep access until the Trial ends, unless you ask us to end it sooner
• One Trial per business, per brand. We may refuse a Trial, or end one early, where we suspect abuse or a repeat Trial

Early access. Features or products described as early access, beta, preview or coming soon are provided as they are, may change or be withdrawn at any time, carry no warranty or service level, and may be confidential.

18. Usage, limits and overage

Allowances. Each plan has the allowances its schedule and plan page describe. We measure usage, and our usage records are the record of it unless they are clearly wrong.

Fair use. Every plan, including any described as unlimited, is subject to fair use as the Acceptable Use Policy describes.

Going over. What happens when you reach an allowance is set out in the schedule for that product. Depending on the product, the feature stops or rests until the next period, keeps working up to a limit, or keeps working with each extra unit charged. We may also ask you to move to a plan that fits your usage.

Metered charges. Where a schedule provides for metered overage:

• Extra units are charged at the rate shown at checkout or in your Console when they are used
• They are billed in arrears through your subscription, on the payment method you have on file
• Where you set a cap in your Console, we do not charge more extra units in a period than the cap allows, and the metered feature stops once it is reached until the next period or until you raise the cap
• You are responsible for the cap you set and for the charges up to it. Using a product beyond its allowance authorises those charges

A feature stopping or resting because an allowance or cap has been reached is not a breach of these terms.

19. Availability, support and changes to products

We aim to keep the products available at all times, but we do not guarantee that they will be uninterrupted, error free or available at any particular time. We may carry out maintenance, and will try to give notice of planned work and do it outside UK working hours. A service level applies only where a schedule or Order Form gives one, and its remedies are the only remedies for missing it.

Support is by email at hello@humanforward.io. We aim to reply within two Working Days.

We may change, add to or remove features, Plans and allowances. Where a change materially reduces the core function of a paid plan you are on, we will give you at least 30 days notice where we reasonably can. If you cancel because of it before the change takes effect, we refund prepaid Fees for the period after the change. Changes required by law, for security, or by a Third Party Service may take effect at once.

We may withdraw a product, or end a contract for a product for any reason, on at least 30 days notice for a paid plan, or at any time for a free plan. We then refund any prepaid Fees for the period after it ends, and that refund is your only remedy.

20. Suspension

We may suspend or limit a product, all or part, immediately and without liability if:

• A payment is overdue or has failed, after we have told you
• You breach these terms or the Acceptable Use Policy, or we reasonably suspect you have
• Your use, or Your Content, puts at risk the products, other customers, Shoppers, Members, our providers or us
• The law, a court, a regulator or a Third Party Service requires it
• We reasonably suspect fraud, unlawful activity or a compromised Account

We will tell you why when we can, and restore the product once the reason is resolved. Fees remain payable during a suspension caused by you.

21. Term and termination

A contract for a product lasts from when it forms until every plan for that product on your Account has ended.

You may end it by cancelling as section 16 says, or as your Order Form says.

Either of us may end it straight away by notice if the other commits a material breach that cannot be remedied, or that is not remedied within 14 days of a notice asking for it, or if the other becomes insolvent, enters administration or liquidation, makes an arrangement with its creditors, or stops trading.

We may also end it straight away by notice if a payment is more than 14 days overdue, if you seriously or repeatedly breach the Acceptable Use Policy, or if continuing would put us in breach of the law or of sanctions. Fees are not refunded where we end a contract or suspend for any of these reasons or those in section 20.

When a contract ends:

• Your licence for that product ends and you must stop using it
• Fees owed become payable straight away
• You can ask for an export of Your Content held in the product until the end date. After that we delete Customer Personal Data within 30 days, and copies in backups within 90 days, as the Data Processing Agreement describes, unless the schedule says otherwise or we must keep it for legal, billing or dispute reasons. Where we end a contract for your breach, we may delete sooner
• Data given to Third Party Services while the product ran stays with them under their terms
• Sections that by their nature should survive continue, including sections 7, 8, 9, 10, 12, 13, 14, 15 for amounts owed, 21, 22, 23, 24 and 27 to 30

22. Warranties

Each of us confirms it has the power and authority to enter into the Agreement.

We will supply each product with reasonable skill and care, and materially as its schedule describes. If we do not, tell us within 30 days. Your only remedy is for us to fix the problem or, if we cannot do so within a reasonable time, to refund the Fees paid for the affected product for the affected period.

Otherwise the products and Outputs are provided as they are and as available. To the extent the law allows, we exclude all other warranties, conditions and terms, express or implied, including as to satisfactory quality, fitness for a particular purpose, accuracy and results.

23. Liability

Nothing excluded that cannot be. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow to be limited or excluded. Nothing limits your duty to pay Fees, or your liability under section 24.

Losses we are not liable for. Subject to that, we are not liable, whether in contract, tort including negligence, breach of statutory duty or otherwise, for:

• Loss of profit, revenue, sales, business, contracts, opportunity, goodwill or anticipated savings
• Loss or corruption of data, except our cost of restoring it from our latest backup
• Wasted expenditure, including advertising spend and the cost of staff time
• Any indirect or consequential loss
• Anything a Third Party Service, an AI engine, an agent, a Shopper or a Member does or does not do
• Loss caused by Your Content, by your site, feed or systems, by your acts or instructions, or by your breach of these terms or the law
• Fraudulent orders, chargebacks, refunds or disputes between you and your Shoppers or Members
• Changes made in a connected account or store that you approved, or that were made within limits you set
• Loss of data you did not export before it was deleted under these terms
• Any Activity, or anything that happens at, during, on the way to or because of one, including injury, illness, death, or loss of or damage to property
• The content, conduct, communications or meetings of Members, Shoppers, leaders, venues or anyone else using your community or your site, online or offline
• Any use of a product for an unlawful purpose, or in a way that does not comply with the law of any country where you or your Members are, by you or anyone using it through you

Cap. Subject to the first paragraph of this section, our total liability to you arising out of or in connection with a product, for all claims of any kind in any 12 month period starting on the date its contract formed or an anniversary of it, is limited to the Fees you paid us for that product in the 12 months before the event giving rise to the first claim in that period, or £100 if that is more. Our total liability across all products in any such period is limited to the total Fees you paid us in the 12 months before the first claim in that period, or £100 if that is more. Liability under the Data Processing Agreement counts towards these caps.

Our people. Our directors, officers, employees and contractors owe you no personal duty in connection with the products. You will not bring any claim against any of them personally, in contract, tort including negligence, or otherwise, for anything connected with the products or these terms, except for fraud. Any claim may be brought only against Human Forward LTD. This does not increase our liability beyond the limits in this section.

Time limit. Any claim against us must be started within 12 months of the date you became aware, or ought reasonably to have become aware, of the event giving rise to it, after which it is barred.

You agree that these limits are reasonable, given the price of the products, the free plans, the role of Third Party Services, and the fact that you control Your Content and how you use Outputs.

24. Indemnity

What you cover. You will defend, indemnify and hold harmless each Human Forward Party, in full and on demand, against every loss, liability, damage, fine, penalty, award, settlement, cost, claim, demand and expense, including reasonable legal and expert fees and the cost of dealing with any regulator, that any of them suffers or incurs arising out of or in connection with:

• Your Content, or our use of it as these terms allow, including any claim that it infringes someone's rights or was provided to us unlawfully
• Your products, prices, offers, sales, deliveries, refunds and customer service, and any contract between you and a Shopper or Member
• Your community: its purpose, rules, membership and moderation, the content, conduct and communications of its Members and leaders, and any meeting between people who met through it
• Any Activity, whether arranged by you, a Member or anyone else, including any claim for injury, illness, death, or loss of or damage to property, by a participant, a spectator, a member of the public or anyone else
• Any unlawful act, or any use of a product that does not comply with the law of any country where you, your Members or your Shoppers are, by you or by anyone using a product through you or your community
• Your breach of these terms, the Acceptable Use Policy, the Data Processing Agreement, an Order Form or the law, including laws on data protection, online safety, consumer protection, advertising, prize promotions, competitions and gambling, health and safety, safeguarding, equality, employment, tax, sanctions and export controls
• Anything a product said, showed or did on your site, in your app or in your community using Your Content and your settings, or that you approved
• Any claim by Shopify, Stripe, an app store, an AI provider, a payment provider or another Third Party Service arising from your use of a product or from your community
• Any malicious or unauthorised use of a product through your Account
• Any tax, duty or charge payable on your sales or on payments made through your Stripe account

Including our negligence. This indemnity applies whatever the legal basis of the claim, and even where it is alleged, or found, that a Human Forward Party was negligent or in breach of duty, except to the extent a court finally decides the loss was caused by that Human Forward Party's fraud or wilful misconduct. It does not apply to the extent the law does not allow it to.

How it works. We will tell you about a claim we want to be covered for. We may conduct the defence ourselves, with lawyers of our choice, at your cost, or ask you to conduct it with lawyers we approve. You will not settle or admit anything in a way that affects a Human Forward Party without our written consent. You will pay defence costs as they are incurred, give us the help we reasonably ask for, and keep the indemnity in place after the Agreement ends.

Your insurance. Where you run a community or Activities through a product, you must hold, and on request show us, public liability insurance and any other insurance that is usual or required by law for what you do, at a level a prudent business in your position would hold, with a reputable insurer.

Not limited. Your liability under this section is not limited by section 23 or by any cap in an Order Form.

25. Changes to these terms

Part C explains how we change these terms. In short: a new version gets a new version number and date; for paid plans we give at least 30 days notice of a material change; and using a product after a change takes effect means you accept it.

26. The whole agreement and order of precedence

The Agreement for each product is made up of: these terms, including the schedule for that product; any Order Form; the Data Processing Agreement; the Acceptable Use Policy; the Purchases and Refunds policy; the App and AI Tools Terms; and the market terms for your country printed below, where they apply. Our Privacy Policy and AI transparency statement are for information and do not add contractual duties.

If they conflict, they apply in this order:

1. The market terms for your country, to the extent the local law they reflect requires
2. An Order Form, for the work it covers and only where it says expressly that it overrides these terms
3. The Data Processing Agreement, on data protection
4. The schedule in Part B for the product concerned
5. Part A of these terms
6. The Purchases and Refunds policy
7. The App and AI Tools Terms
8. The Website Terms

The Acceptable Use Policy applies alongside all of them and, where it is stricter, its rule applies.

The Agreement is the whole agreement between us for each product and replaces any earlier discussion, proposal, pitch or statement. You confirm you have not relied on any statement, promise or representation that is not written in the Agreement, including anything said by a person, on the website, in marketing, or by an agent or assistant. Nothing in this section limits liability for fraud.

27. Force majeure

Neither of us is liable for delay or failure caused by events outside its reasonable control, including outages or changes of AI providers, cloud and hosting providers, Shopify, Stripe or the internet, cyber attacks not caused by a failure to take reasonable precautions, acts of government, sanctions, war, terrorism, civil unrest, fire, flood, pandemic, and strikes not involving the affected party's own staff. The affected party tells the other and does what it reasonably can to limit the effect. If the event prevents a product being supplied for more than 30 days in a row, either of us may end the contract for that product by notice, and we refund prepaid Fees for the period after it ends. This never excuses a payment.

28. Assignment and subcontractors

You may not assign, transfer or subcontract the Agreement or any right under it without our written consent. We may assign or transfer it to a group company, or to a buyer of all or part of our business or of the product concerned, and we will tell you when we do.

We may use subcontractors and sub processors to supply the products. Our sub processors are listed in the Data Processing Agreement. We are responsible for what our subcontractors do in supplying the products as if we had done it, within the limits of section 23.

29. Notices

Notices to us go to hello@humanforward.io. Notices of a claim or of termination for breach must also be sent by post to Human Forward LTD, 66 Paul Street, London EC2A 4NA.

Notices to you go to the email address on your Account or, for general notices, in your Console. An email is treated as received when sent if sent between 9am and 5pm UK time on a Working Day, and otherwise at 9am on the next Working Day. Legal proceedings may not be served by email.

30. General

• Nothing in the Agreement creates a partnership, joint venture, employment or agency. Neither of us can bind the other
• No one other than you and us has any right to enforce the Agreement, except that each Human Forward Party may enforce sections 23 and 24, and sections 4.1A to 4.1E of Schedule 4, under the Contracts (Rights of Third Parties) Act 1999. We and you may change or end the Agreement without their consent
• If a court finds part of the Agreement unenforceable, that part is changed to the minimum extent needed and the rest still applies
• A delay or failure to enforce a right is not a waiver of it
• These terms are written in English. Any translation is for convenience, and the English version applies if they differ, unless the market terms for your country say otherwise for a mandatory disclosure
• These terms, and any dispute or claim arising out of or in connection with them or their subject matter, including non contractual disputes or claims, are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that we may seek an injunction or recover unpaid Fees in any court that has jurisdiction

Part B. Product schedules

Each schedule below applies to the product it names, together with Part A. Where a schedule and Part A conflict, the schedule applies to that product. The allowances and features listed are those at the date of this version. Those shown on the plan page when you buy or renew apply to you, and may be changed under section 19.

Schedule 1. Findability

1.1 What it is. Findability measures how a site or store is seen by AI engines, currently ChatGPT, Gemini, Claude, Perplexity, Grok, DeepSeek, Mistral Le Chat and Meta AI (Muse), by Google Search, and by AI shopping agents, across the markets you choose. It gives a score, ranked fixes and prompts you can paste into your own AI tool. It is available as a web app at app.humanforward.io, in ChatGPT's app directory, through a connector for your own AI tool, and as a Shopify app once Shopify has approved it. The free findability score on our website is covered by the Website Terms, not this schedule.

1.2 Plans and allowances. Each plan is per site or per store.

An engine that was not checked in a run, for example because it was unavailable or switched off in your settings, is shown as not checked and left out of the score.

1.3 Billing. On the web app, paid plans are billed monthly in advance through Stripe, at the price and in the currency shown on the Plan page. On the Shopify app, plans are billed through Shopify Billing at the price shown in the app, Findability Plus in US dollars, and Shopify's billing terms and refund process apply to those charges. There is no Trial: the free plan is the way to try Findability.

1.4 Founding code. The code FOUNDING, entered at web app checkout, gives 50% off Pro or Scale for the first 12 months, for the first 100 businesses to use it. It applies to the web app only, not to Shopify billing, once per business, and cannot be combined with another offer. After 12 months the full price applies automatically. We may end the offer once the places are taken.

1.5 Usage. Runs are limited to those the plan includes. You may only run Findability on sites and stores you own, operate or are authorised in writing to act for, as the Acceptable Use Policy says, and we may ask you to prove it. Use outside fair use may be limited or charged as section 18 and the App and AI Tools Terms describe.

1.6 Findability Plus and changes to your store. When Findability Plus is on sale and you approve a fix, we write the change into your Shopify store, for example product titles, descriptions, image alt text, metafields, policies, an FAQ page, structured data through an app embed, or llms.txt. You are responsible for reviewing each change before you approve it and for its effect on your store, your Merchant Center feed and your legal notices. One click undo is provided to help, but it may not restore everything, for example where the store has changed since. Keep your own backups.

1.7 The connector. When you connect Findability to your own AI tool, that tool's provider receives your report under its own terms. We are not responsible for what your AI tool does with it.

1.8 Disclaimers. Engines give different answers at different times, in different markets and languages, and to different users. We ask them through our own accounts and interfaces, so what a Shopper sees may differ from what we report. A score reflects our methods, which we may change, and section 9 applies in full.

1.9 Cancellation and data. Cancel at any time: on the web app under Plan, then Cards, invoices, cancel; on Shopify by choosing the free plan or uninstalling. You keep the paid plan until the end of the month you have paid for, then drop to Free. Your runs and history stay in your Account while it exists. When you uninstall the Shopify app or close your Account, we delete your store data within 30 days, unless we must keep it for billing or legal reasons. The first month refund in our Purchases and Refunds policy applies.

1.10 Third Party Services it relies on. The AI engines and model providers named above, Google Search, Shopify, Stripe, Google Sheets and Looker Studio, and the AI tool you connect.

Schedule 2. Storefront and Storefront Enterprise

2.1 What it is. Storefront reads your product feed, in Google Merchant Centre format, and gives your brand its own MCP and UCP endpoints on your own domain, so any AI agent that connects can search your range and see live price, stock, sizes and images, and send the Shopper to buy on your own product page or on a hosted checkout on your own domain, paid through your own payment provider. It also serves catalogue feeds for agent channels, such as the Meta catalogue feed, an OpenAI product feed and a Microsoft Merchant Center feed. We read your feed again every night. We apply to add you to ChatGPT, Gemini and Meta AI shopping as each programme opens, but Storefront does not by itself put you in those results, and acceptance is for each programme to decide. Storefront is built for brands that are not on Shopify.

2.2 Plans.

If you move from Storefront Enterprise to Storefront, the Enterprise features pause, including connections and domains, and come back if you upgrade again.

2.3 Trial and billing. Both plans start with a free Trial of 90 days, with your card taken up front at Stripe Checkout. The monthly price in your currency is shown on the sign up page and at checkout. Nothing is charged during the Trial. When it ends, the monthly plan starts automatically and your card is charged monthly in advance until you cancel. Storefront Enterprise may instead be paid yearly by invoice under an Order Form. A sign up that does not complete checkout stays paused, and is deleted after seven days.

2.4 No cut of your sales. We charge no fee per order and no commission on your sales through Storefront. You pay your own payment provider's charges, and any fee an agent or channel charges you.

2.5 Failed payment. While Stripe retries a failed payment, Storefront stays live. If the subscription is then cancelled or unpaid, your brand is paused and your endpoints stop answering agents until a payment goes through.

2.6 Your responsibilities. In addition to section 7:

• You are the seller and, where relevant, merchant of record for every order. Your terms of sale apply between you and the Shopper
• Your feed must be accurate and lawful, including prices with VAT where the law requires, stock, delivery and returns information, product safety information such as GPSR data, and the 30 day lowest price for any reduction
• You must hold and keep your account with your payment provider, and you are responsible for fraud checks, chargebacks, refunds and disputes
• You are responsible for tax on your sales, including US sales tax. The US sales tax feature calculates tax through Stripe Tax, but registration, filing and payment remain yours
• You must not list products the Acceptable Use Policy or an agent channel's policy prohibits
• You are responsible for your domains and DNS, and for the credentials of the systems you connect

2.7 Orders from agents. Agents act for Shoppers or for themselves, never for us. We pass the orders, carts and requests they create to you or your systems. We do not guarantee what an agent shows or says, and a price or stock error that comes from your feed is yours. You decide whether to accept and fulfil an order.

2.8 The hosted checkout. The hosted checkout runs on your domain, in your name, under your terms of sale. We build in features meant to help with EU rules, such as a clear order button, VAT inclusive prices and a withdrawal button, but they are not legal advice and you remain responsible for compliance in each market you sell to.

2.9 Cancellation and data. Cancel at any time in your Console. Cancelling stops the next charge, and your brand stays live to the end of the Billing Period, or of the Trial, then pauses and your endpoints stop answering agents. Agents and channels may keep copies of product data they have already read, which we cannot recall. We delete your data as section 21 describes.

2.10 Third Party Services it relies on. AI agents and assistants, including those of OpenAI, Google, Meta, Microsoft, Anthropic and Perplexity, the agent protocols UCP, ACP and MCP, Google Cloud, Stripe, your payment provider, and the systems you connect. Statements we publish about where agents offer checkout are correct on the date given and may change.

Schedule 3. Conseil

3.1 What it is. Conseil, formerly called Concierge, is a shopping agent for your own website. You install it with a script tag or a Google Tag Manager tag. It reads your public site, from your sitemap, your pages and your schema.org product data, respecting your robots.txt. It writes lines in your voice and languages, offers help at the right moment, and learns which lines and timings work from what visitors do. It can show as an overlay with a shopping chat, inline in your page, or headless. The shopping chat is an AI, says so, and answers from your own pages and products. Orders, returns, delivery problems and account questions are handed to your own support channel. References to Concierge in our code, Console or invoices mean Conseil.

3.2 Plans and allowances. Allowances are per month.

A visit and a conversation are counted by Conseil and shown in your Console. A conversation is a shopping chat a visitor starts, however many messages it has.

3.3 Billing. The free plan needs no card. Paid plans have no Trial: they start, and are charged, when you complete checkout, monthly or yearly in advance through Stripe on a subscription separate from any other product. Yearly is priced at ten months. Upgrades are prorated. Switching between monthly and yearly is done in the Stripe billing portal.

3.4 Allowances and overage. Counts reset at the start of each calendar month, in UTC, whatever your Billing Period.

• Visits. On Free, Conseil stops showing once the monthly visit allowance is reached, until the next month. On Starter and Growth it keeps showing up to one and a half times the allowance, then rests until the next month. On Scale it keeps showing past the allowance, and we may ask you to move to Enterprise if your traffic stays above it. Visits are never charged extra
• Conversations. On Free, the shopping chat stops once the monthly conversation allowance is used, until the next month. On a paid plan, extra conversations continue up to the cap you set in your Console, and each is charged at the per conversation price shown at checkout or in your Console, through Stripe metered billing, in arrears, as section 18 describes. With a cap of zero, no extra conversations are charged and the chat stops at the allowance

Conseil resting or the chat stopping at an allowance or cap is not a breach of these terms. Moments, lines and support handover keep working within the plan's limits.

3.5 Your responsibilities. In addition to section 7:

• You may only install Conseil on sites you own or control, and you authorise us to read the sites you add. Exclude pages you do not want read through robots.txt or your Console
• Conseil answers from your pages, so keep them accurate. Your checkout price and terms are the ones that apply, and your terms of sale should say so
• Review the lines and settings in your Console. You can add, approve and remove lines, and you are responsible for any offer or incentive you set it to show and for honouring it
• You must not remove or hide the statement that the chat is an AI
• Your privacy notice must describe Conseil. Conseil uses no cookies and no identifiers. A visit is kept in the browser tab, and only kept across visits on the visitor's own device if they tick Remember where I got to. You decide whether your use needs a consent under the device storage rules in your markets, and get it where it does
• You must not use Conseil to give advice in regulated areas, such as health, medical, financial or legal matters, or on products the Acceptable Use Policy prohibits
• Where you use the headless mode, Google Tag Manager or handover to your own agent, what your own code, tags and agent do with what Conseil passes them is yours

3.6 Disclaimers. Conseil may misread a page, choose a line that does not fit, or give a wrong answer. Learning takes time and traffic, and we do not guarantee any change in conversion, order value or sales. Conseil is a shopping agent, not customer service, and handover to your support channel or agent ends our part in that conversation.

3.7 Cancellation and data. Cancel a paid plan at any time in the Stripe billing portal. You keep the plan to the end of the Billing Period, monthly or yearly, then drop back to Free, and your site keeps Conseil with Free's allowances. If a payment fails and the subscription ends, you also drop back to Free. To stop Conseil entirely, remove the script from your site and ask us to close it. We then delete your Conseil data as section 21 describes.

3.8 Third Party Services it relies on. Our AI model providers, Stripe, Google Tag Manager where you use it, and the support tools and agents you hand over to.

Schedule 4. Community platform

4.1 What it is. The community platform gives your brand a community app, on iOS, Android, the web and inside ChatGPT, with members near you, events, a feed, chat, tribes and competitions, run from one admin screen. We host the platform and the app. The Community plan runs your community inside the shared Human Forward app. The White label plan publishes an app in your own name. The platform is in early access, so section 17 applies to it, and features described as coming, such as fitness integrations, are not promised.

4.1A We are a platform provider only. The community platform is software and hosting. Your community belongs to you, not to us: you set its purpose, recruit, admit, manage and remove its Members, appoint its leaders, decide what happens in it, and are responsible for it. We are not the organiser, operator, promoter, host, leader, coach, instructor, guide, supervisor or insurer of any community, group, tribe, chapter, Activity or meeting, whoever created it. We do not vet, screen, verify or supervise Members, leaders, venues, routes, conditions or equipment, and we do not check anyone's identity, age, fitness, qualifications or background. Where we help you set up or run the platform, including onboarding, configuration, content, advice or people on the ground under an Order Form, that help supports your decisions: it is not management of your community, our people act on your instructions, and you keep responsibility for every decision and for everything done in your community.

4.1B Activities are at the risk of you and those who take part. Sporting, fitness, outdoor and other physical Activities carry an inherent risk of injury, illness, death, and loss of or damage to property. Every Activity arranged, promoted, shared, joined or tracked through the platform, whether by you, a Member or anyone else, takes place entirely at the risk of you and the people who take part, and not of any Human Forward Party. You are responsible for deciding whether an Activity should happen and for running it safely and lawfully, including risk assessments, suitable and qualified leaders, safety briefings, routes, weather and conditions, first aid, permits and permissions, venue and capacity, insurance, age limits, the safeguarding of children and adults at risk, accessibility, the rules of any sporting body, and telling participants the risks. Fitness data, routes, times and suggestions shown in the app are for information only and are not advice on safety, health, training or whether to take part.

4.1C Social features. You are responsible for how the social features are used in your community, including chat, the feed, groups and tribes that Members start, members near you, invitations, and Members meeting each other in person. You must have clear community rules, enforce them, moderate content, give Members ways to report and block, act promptly on reports, and remove unlawful or harmful content and Members. Members near you shows an approximate location only to Members who choose to share it, and you must make sure Members understand the risks of meeting people they have met online. We provide moderation tools in the Console, but we do not monitor your community and have no duty to.

4.1D Compliance where you operate. You must make sure your community and everything done in it complies with the law of every country where it operates or has Members, and with any international rules that apply, including laws on data protection and privacy, online safety, consumer protection, advertising and influencer marketing, prize promotions, competitions and gambling, health and safety, safeguarding and child protection, equality and accessibility, the employment or engagement of leaders and ambassadors, tax, sanctions and export controls, and local permits and licences. So far as the law allows, you are the provider and operator of your community for every law that places duties on whoever runs an online community, user to user service, platform or event, and you will carry out those duties. Where a law places a duty on us all the same, you will do what we reasonably ask so that we can meet it, and section 24 applies to our costs of doing so. You must not use, or let anyone use, the platform for any unlawful purpose or any Activity that is unlawful where it takes place.

4.1E Your Member terms and waivers. You are responsible for having valid, enforceable terms of service and community rules for your community in every country where it operates, and for making sure every Member, leader and participant accepts them before they join or take part in any Activity, keeping a record of that acceptance. Those terms must at least: say that the community is yours and not ours; say that you or its Members, not Human Forward, organise its Activities; say that taking part in an Activity is voluntary and at the participant's own risk; include, so far as the law where you operate allows, a waiver and release of liability, and an agreement not to sue, in favour of the platform providers you use, naming Human Forward LTD and the other Human Forward Parties, for anything arising from the community or any Activity; say that Human Forward is a technology provider only; include a health and fitness declaration and parental consent for minors where Activities call for them; and explain how you use Members' data. You must take your own legal advice on whether those terms and waivers are valid where you operate. If they are missing, invalid or not accepted, that is at your risk, and section 24 applies. We may also show Members our own platform terms, which say the same.

4.2 Subscription. The Community and White label plans start with a free Trial. Their price is confirmed by us in your Console or in an Order Form before you pay. Where checkout is offered, your card is taken up front and the plan starts automatically when the Trial ends, as section 17 describes. Where it is not, the Trial runs without a card and your community pauses at the end of the Trial unless you have subscribed. Fees for white label apps, set up and people on the ground are set out in your Order Form.

4.3 Memberships, paid events and the platform fee. Memberships, paid events, members first drops and other charges to Members are made by you, on your own Stripe account, connected through Stripe Connect. You are the merchant of record. You set the prices and your refund rules, and you handle refunds, disputes, chargebacks and tax. You agree to Stripe's Connected Account Agreement, and Stripe, not us, holds and pays out the money. We never hold your funds.

We take a platform fee on each charge, at the rate shown in your Console or Order Form, deducted automatically through Stripe from the charge. Stripe's own fees are separate. Where a charge is refunded through the platform, for example when you cancel an event in the Console, our platform fee on that charge is refunded with it. Where you refund a Member outside the platform, or a charge is disputed, our platform fee is not refunded. We may change the rate as section 15 describes.

4.4 Your community and your Members. You are responsible for your community, its rules, its moderation and its Members. Our community rules in the Acceptable Use Policy are the minimum. Any contract for a membership or event is between you and the Member. You are the controller of Members' data and we are your processor. Members own their content and can export their data and leave at any time, and you grant, and must get from Members, the rights needed for us to host and show their content in the community. We may remove content or a Member, or suspend a community, where we reasonably believe the Acceptable Use Policy or the law has been broken, or where someone's safety is at risk.

4.5 Events. You organise your events. We do not. You are responsible for running them safely and lawfully, including venues, capacity, health and safety, risk assessments, insurance, permits, safeguarding, accessibility, and anything that happens at or because of them.

4.6 White label apps. Where we publish an app in your name, we do so under developer accounts we agree with you, and you are responsible for the store listing content and for complying with Apple's and Google's rules, including their rules on in app payments. We may update the app at any time to keep it working and secure. We are not liable if an app store rejects, delays or removes the app.

4.7 Cancellation and data. Cancel as your Console or Order Form says. When the plan ends, the community pauses, and white label apps are withdrawn from the app stores unless we agree a handover. Tell your Members before it ends. On request made before the end, we give you an export of your community data in a standard format within 30 days, then delete it as section 21 describes.

4.8 Third Party Services it relies on. Stripe and Stripe Connect, Apple and Google's app stores, OpenAI for the ChatGPT app, our chat, maps, email and push notification providers, and the services you or your Members connect.

Schedule 5. Sessions

5.1 What it is. Time with our people on your problem: a free 20 minute intro call, a 50 minute working session, or a 90 minute deep dive. The intro call is a conversation, not a service, and creates no obligation on either side.

5.2 Booking. A paid session starts with a short note from you. Asking for one is a request. A session is booked when we accept it in writing and tell you the fee.

5.3 Payment. Paid sessions are paid in advance by card through Stripe, or through Shopify Billing where a session is bought in one of our Shopify apps. Enterprise customers may pay by invoice where we have agreed that separately in an Order Form. The session goes ahead once payment is received.

5.4 Moving or cancelling. You can move or cancel a session free of charge up to 48 hours before it starts. Inside 48 hours, or if you do not attend, the fee is due, though we will always try to move it rather than charge. If we cancel, you choose a new time or a full refund.

5.5 Confidentiality. We send a mutual NDA before every new session and client, and it governs confidentiality for the session.

5.6 What you get. A session gives you our views, from experience, on commercial, digital and marketing questions. It is not legal, financial, tax, regulatory or investment advice, the decisions you make are yours, and we do not guarantee any result. We do not record a session unless we both agree. Our liability for a session is limited to the fee paid for it.

5.7 Further work. Work after a session, such as consulting or a retainer, is agreed separately in an Order Form.

Schedule 6. Agents, Human Forward Plus and human services

6.1 Agents. Agents for paid media, SEO, AEO, socials, CRM and email, accessibility and site health are coming in 2027. Registering interest does not create a contract or oblige either of us to anything. When Agents launch, we will add a schedule to these terms for them, and the rules in the App and AI Tools Terms on agents acting on your accounts will also apply. Conseil, the first agent, is available now under Schedule 3.

6.2 Human Forward Plus. Human Forward Plus, one subscription for the apps, the agents and people who look after your store and marketing, is planned for 2027. Registering interest does not create a contract. We will add a schedule when it opens.

6.3 Human services. PR, launches, audience building, consulting and retained work, including Let's Get You Moving and Warm Up and Launch, are contracted separately by an Order Form, such as a proposal or statement of work, which sets out the scope, fees and terms for that work. Part A applies to that work only so far as the Order Form says, and the consulting section of our Purchases and Refunds policy applies to its payment.

Part C. Changes and version history

How we change these terms. We may change these terms from time to time. Each version has a version number in the form year, month and day, and a date, shown at the top of this page and listed below.

• Paid plans. For a material change we give you at least 30 days notice by email and in your Console before it takes effect, and it applies from the start of your first Billing Period after the notice ends. If you do not accept it, cancel before then and you are not bound by it. If a material change is to your disadvantage and you are on a yearly plan, you may cancel within the notice period and we refund prepaid Fees for the months after the change takes effect
• Free plans and Trials. Changes apply when we publish them
• Changes that do not disadvantage you, new products and schedules, and changes required by law, a regulator, security or a Third Party Service may apply sooner, including on publication
• Order Forms. Where an Order Form fixes terms for a fixed period, a change applies to it from its next renewal, unless the change is required by law

We may ask you to tick to accept a new version, and we record your acceptance as section 3 describes. If you keep using a product after a change takes effect, you accept the new version. Earlier versions are available on request at hello@humanforward.io.

Version history

Contact: Human Forward LTD, 66 Paul Street, London EC2A 4NA. hello@humanforward.io

Marktvoorwaarden: Nederland

Deze voorwaarden gelden naast het document hierboven als je in Nederland bent. Wijken ze ervan af, dan gaan deze voorwaarden voor.

1. Wie we zijn en welk recht geldt

Human Forward LTD is een vennootschap ingeschreven in Engeland en Wales, zonder vestiging in de Europese Unie. Op onze relatie met jou is het recht van Engeland en Wales van toepassing. Die rechtskeuze neemt je geen bescherming af die dwingend Nederlands of Europees recht je geeft, in het bijzonder de AVG, de Uitvoeringswet AVG, de Telecommunicatiewet en, als je consument bent in de zin van art. 6:230g BW, het consumentenrecht in Boek 6 en 7 van het Burgerlijk Wetboek (art. 6 lid 2 Verordening (EG) nr. 593/2008, Rome I). Daaronder vallen ook de regels over algemene voorwaarden, met de zwarte en de grijze lijst (art. 6:236 en 6:237 BW). Die bepalingen gaan voor.

Informatie over de dienstverlener (art. 3:15d BW). Dienstverlener: Human Forward LTD, een vennootschap naar Engels recht, ingeschreven bij Companies House voor Engeland en Wales onder nummer 17452304. Adres: 66 Paul Street, London EC2A 4NA, Verenigd Koninkrijk. Contact: hello@humanforward.io. Vertegenwoordigd door: de directors van de vennootschap, zoals ingeschreven in het openbare register van Companies House voor Engeland en Wales onder nummer 17452304: find-and-update.company-information.service.gov.uk/company/17452304/officers. Btw-identificatienummer: we verkopen vooral aan ondernemers, die de btw zelf afdragen via de verleggingsregeling. Bij verkoop aan consumenten berekenen, innen en betalen onze betaaldienstverleners (Stripe of Shopify) bij het afrekenen namens ons de btw die in het land van de klant verschuldigd is. Een lokaal btw-nummer staat hier daarom niet.

Vertegenwoordiger in de Unie (art. 27 AVG). Human Forward LTD is niet in de Unie gevestigd en valt onder de UK GDPR, waarvoor de Europese Commissie een passend beschermingsniveau heeft vastgesteld (adequaatheidsbesluit, verlengd in december 2025). We hebben art. 27 lid 2 AVG getoetst. We verwerken persoonsgegevens van mensen in de EU alleen incidenteel, het gaat alleen om zakelijke contactgegevens, accountgegevens en openbaar toegankelijke inhoud van websites, er zitten geen bijzondere categorieën persoonsgegevens of gegevens over strafrechtelijke veroordelingen bij, en de verwerking brengt waarschijnlijk geen risico mee voor de rechten en vrijheden van natuurlijke personen. Daarom doen we een beroep op de uitzondering van art. 27 lid 2 en hebben we geen vertegenwoordiger aangewezen. We toetsen dit opnieuw naarmate ons aantal klanten in de EU groeit, en wijzen een vertegenwoordiger aan, die we hier noemen, zodra de uitzondering niet meer geldt. Tot die tijd oefen je elk recht rechtstreeks bij ons uit via hello@humanforward.io, en onze privacyverantwoordelijke antwoordt binnen de termijnen van de AVG.

2. Privacy in Nederland

Toezichthouder. De Autoriteit Persoonsgegevens, autoriteitpersoonsgegevens.nl. Je kunt daar altijd een klacht indienen.

Grondslagen. De tabel in de Privacyverklaring volgt art. 6 AVG: overeenkomst (lid 1 onder b), wettelijke verplichting (onder c), gerechtvaardigd belang (onder f) en toestemming (onder a) voor de nieuwsbrief. Marketing per e-mail sturen we alleen met je voorafgaande toestemming, of als je al klant bent over eigen soortgelijke diensten, mits je bij het verzamelen van je gegevens de kans kreeg om daartegen bezwaar te maken (art. 11.7 lid 1 en lid 4 Telecommunicatiewet). In elk bericht kun je je kosteloos afmelden.

Cookies (art. 11.7a Telecommunicatiewet). De website gebruikt geen cookies of vergelijkbare technieken waarvoor toestemming nodig is. Bezoekersstatistieken meten we zonder cookies en zonder individuele kenmerken, en Cloudflare Turnstile is strikt noodzakelijk voor de beveiliging van de formulieren. Kies je zelf een markt, met de marktkiezer of via de vraag of je in een bepaald land zit, dan zetten we één eigen functionele cookie, hf_market. Die onthoudt je keuze een jaar, zodat we het je niet opnieuw vragen. Deze cookie is strikt noodzakelijk om te leveren wat je zelf vraagt (art. 11.7a lid 3 onder b) en volgt je niet. De suggestie welke markt bij je past komt van een verzoek aan onze eigen server, die het land van je IP-adres leest; daarbij wordt geen cookie gezet. Daarom is er geen cookiebanner. Verandert dat, dan vragen we eerst je toestemming. De enige uitzondering is vrijwillig: vraag je de assistent om je bezoek te onthouden, dan doen we dat alleen met je toestemming en alleen in je browser, en je trekt die altijd in met Vergeet mijn bezoek.

Doorgifte. Je gegevens worden verwerkt in het Verenigd Koninkrijk, waarvoor een adequaatheidsbesluit van de Europese Commissie geldt dat in december 2025 is verlengd tot 2031. Doorgifte aan dienstverleners in de Verenigde Staten is gebaseerd op het gegevensprivacykader tussen de EU en de VS voor gecertificeerde dienstverleners, en anders op de standaardcontractbepalingen van de Commissie. Op verzoek krijg je een kopie van de waarborgen.

Bewaartermijnen en rechten. De bewaartermijnen uit de Privacyverklaring gelden onverkort. Je hebt recht op inzage, rectificatie, wissing, beperking, bezwaar en overdraagbaarheid. Mail naar hello@humanforward.io. We antwoorden binnen een maand; bij ingewikkelde verzoeken kan dat met twee maanden worden verlengd.

3. Betalen, prijzen, btw en herroepingsrecht

Op de Nederlandse pagina's staan prijzen in euro. Webabonnementen reken je af via Stripe, met de betaalmethoden die Stripe voor jouw aankoop aanbiedt: creditcard of debitcard, Apple Pay, Google Pay, PayPal, Klarna, iDEAL | Wero, SEPA-incasso, Bancontact, Revolut Pay of Amazon Pay. Betaalde sessies reken je alleen per kaart af via Stripe. Abonnementen voor een Shopify-winkel reken je af via Shopify Billing, in de valuta die Shopify toont. Consultancy, Agents en het communityplatform factureren we in de valuta van het voorstel; je betaalt per bankoverschrijving.

Prijzen zijn exclusief btw. Ben je ondernemer in Nederland, dan wordt de btw naar jou verlegd (art. 12 lid 2 en 3 Wet op de omzetbelasting 1968); geef ons je btw-identificatienummer. Ben je consument, dan komt bij het afrekenen de Nederlandse btw erbij en zie je de totaalprijs inclusief btw (art. 3:15d lid 2 en art. 6:230m lid 1 onder e BW). Stripe of Shopify berekent, int en betaalt die btw bij het afrekenen namens ons; een eigen registratie in het éénloketsysteem (OSS) staat hier daarom niet.

Herroepingsrecht. Ben je consument, dan kun je de overeenkomst binnen veertien dagen na het sluiten zonder opgave van redenen ontbinden (art. 6:230o BW). Dat doe je met een duidelijke verklaring aan hello@humanforward.io of met het modelformulier voor herroeping uit bijlage I, deel B, van Richtlijn 2011/83/EU. Dat recht vervalt bij een dienst die we met je uitdrukkelijke voorafgaande instemming volledig hebben uitgevoerd, als je hebt verklaard dat je afstand doet van je herroepingsrecht zodra wij de overeenkomst zijn nagekomen (art. 6:230p onder d BW). Het vervalt ook bij digitale inhoud zonder materiële drager waarvan de levering met je uitdrukkelijke voorafgaande toestemming is begonnen, als je hebt verklaard daarmee afstand te doen van je herroepingsrecht en wij dat hebben bevestigd (art. 6:230p onder g BW). Neem je een abonnement en start je binnen de bedenktijd een check, dan vraag je ons uitdrukkelijk om meteen te beginnen en erken je dat je herroepingsrecht in zoverre vervalt. Herroep je daarna toch, dan betaal je naar verhouding voor wat we al hebben geleverd (art. 6:230s lid 4 BW). Daarnaast geeft ons beleid Aankopen en terugbetalingen je, onder voorwaarden, je eerste maand van een webabonnement terug als je daar binnen veertien dagen om vraagt. Ondernemers hebben geen herroepingsrecht. Voor consumenten geldt de wettelijke conformiteitsregeling voor digitale inhoud en digitale diensten (art. 7:50aa e.v. BW). Een abonnement als consument zeg je online op in je account, op dezelfde manier als je het afsloot, of met een bericht aan hello@humanforward.io (art. 6:236 onder o BW).

Geschillen. Ben je consument, dan kun je een geschil ook voorleggen aan de Nederlandse rechter van je woonplaats (art. 18 lid 1 Verordening (EU) nr. 1215/2012, Brussel I bis). De keuze voor de Engelse rechter in onze voorwaarden doet daar niets aan af (art. 19 van die verordening en art. 6:236 onder n BW). We zijn niet aangesloten bij een geschilleninstantie voor consumenten, zijn daartoe niet verplicht en nemen niet deel aan buitengerechtelijke geschilbeslechting (art. 6:230m lid 1 onder t BW). Het platform van de Europese Commissie voor onlinegeschillenbeslechting is op 20 juli 2025 opgeheven; een link ontbreekt daarom.

4. Taal

Deze Nederlandse versie is er voor je gemak. Bij verschillen gaat de Engelse versie voor, behalve bij informatie die de wet aan consumenten in het Nederlands voorschrijft; daarvoor is de Nederlandse tekst bepalend.

5. Contact voor Nederland

hello@humanforward.io. We antwoorden binnen een redelijke termijn en binnen elke termijn die het toepasselijke recht stelt. Human Forward LTD, 66 Paul Street, London EC2A 4NA, Verenigd Koninkrijk.

Toetsing aan Nederlands recht: volgt nog. Zie je iets wat niet klopt, mail dan naar hello@humanforward.io.