Legal

Terms of service

Effective date: 1 October 2026. The agreement between you and Humainly Ltd for use of the platform.

1. WHO WE ARE AND WHAT THESE TERMS COVER

1.1 These terms of service (the “Terms”) are a contract between you and Humainly Ltd, a company incorporated in England and Wales with company number 17279934 whose registered office is at 11 Broadgates Avenue, Barnet, England, EN4 0NU (“Humainly”, “we”, “us”). You can contact us at support@behumainly.com.

1.2 The Terms govern your use of the Humainly workplace development platform, on web and mobile, including coaching delivered by artificial intelligence by text chat and live voice, human coaching (including booking, video sessions and messaging), structured development programmes, written reflections, podcasts and progress tracking (together, the “Platform”).

1.3 The Humainly Privacy Policy explains how we handle personal data. It does not form part of these Terms, and nothing in these Terms affects your rights under data protection law. The Humainly Cookie Notice explains our use of cookies.

2. ACCEPTANCE

2.1 You accept these Terms by ticking the acceptance box at sign-up or, for existing accounts, by accepting through the in-application prompt. If you do not accept these Terms, you must not use the Platform.

2.2 Each version of these Terms carries a version number and effective date. The version you accepted, and an archive of previous versions, are available at behumainly.com/app-terms. We keep a record of your acceptance.

3. HOW YOU GET ACCESS

3.1 Through your organisation. Most users access the Platform because their employer or another organisation (the “Customer”) has an agreement with Humainly (the “Customer Agreement”). Your access starts when the Customer provisions your account or you accept an invitation, and ends when the Customer Agreement ends or the Customer removes your access, subject to clause 13.4 (export before deletion).

3.2 Directly. You may also register directly with Humainly. If you purchase a subscription as a consumer, the Humainly Consumer Terms of Sale also apply and prevail over these Terms in respect of payment, renewal, cancellation and your statutory consumer rights.

3.3 Conflict. If there is any conflict between these Terms and the Customer Agreement in respect of your individual use of the Platform, these Terms prevail as regards your individual use, and clause 8 applies notwithstanding any term of the Customer Agreement; the Customer Agreement prevails in all other respects.

3.4 Eligibility. The Platform is intended for adults in a professional context. You must be at least 18 years old. By accepting these Terms you confirm that you meet this requirement.

4. YOUR ACCOUNT

4.1 You must provide accurate account information and keep it up to date. Your account is personal: you must not share your credentials, allow anyone else to use your account, or use anyone else’s.

4.2 You are responsible for activity on your account unless it results from our failure to maintain reasonable security. You must use a strong password (and multi-factor authentication where offered) and notify us promptly at support@behumainly.com of any suspected compromise.

4.3 We may suspend an account that we reasonably believe is compromised, while we investigate and restore secure access.

5. LICENCE AND USE OF THE PLATFORM

5.1 We grant you a personal, non-exclusive, non-transferable, revocable licence to use the Platform, on web and on supported mobile devices, for your own professional development for the duration of your access under clause 3.

5.2 Mobile applications. The mobile application is licensed, not sold, to you. App store terms also apply: where you download the application from the Apple App Store or Google Play, the additional provisions in the Schedule (App store provisions) apply and are required by those stores.

5.3 Updates. We may issue updates to the application; you should install them, as old versions may stop working or lack security fixes.

6. THE COACHING SERVICES

6.1 AI coaching. The artificial intelligence coach generates responses using your conversation, your goals and your coaching history, as described in the Privacy Policy. Outputs of artificial intelligence systems are probabilistic: they may be incomplete, inaccurate or inappropriate to your circumstances despite our safeguards. You must use your own judgement before acting on any suggestion.

6.2 Human coaching. Human coaching sessions are delivered by professional coaches engaged by Humainly as independent contractors. Sessions are booked, held and messaged through the Platform. A coach has no access to your coaching content unless and until you enable it through the consent controls described in clause 8.3.

6.3 Voice sessions. In live voice sessions your speech is transcribed to text in real time. Humainly never stores voice audio; only the transcript is retained. Transcription providers acting for Humainly may retain submitted audio transiently for abuse monitoring under their own controls, as described in the Privacy Policy. Live video and voice sessions are not recorded by the Platform, and neither you nor the coach may record a session by any means without Humainly’s prior written consent.

6.4 Programmes and podcasts. Structured development programmes, reflections and podcasts are provided for your individual professional development and are subject to the licence at clause 5.1 and the restrictions at clause 9.

7. IMPORTANT LIMITATIONS OF THE SERVICE

7.1 Not professional advice. The Platform provides workplace development and coaching. It does not provide medical, psychiatric, psychological, therapeutic, legal or financial advice, and is not a substitute for advice from a qualified professional. No coach-client communication through the Platform constitutes a clinical relationship.

7.2 Not an emergency service. The Platform is not a crisis or emergency service. It includes safety features (such as crisis signposting and a safeguarding escalation route for coaches), but it does not provide clinical triage, guaranteed human review of conversations, or real-time intervention. If you are in crisis, at risk of harming yourself or others, or in danger, contact the emergency services on 999 (United Kingdom) or 112 (European Union), or an appropriate crisis helpline.

7.3 Your employment. The Platform does not advise on your employment rights or act for you in any dispute with your employer. Use of the Platform is not a substitute for advice from a solicitor, trade union or other adviser.

8. YOUR CONTENT, YOUR PRIVACY AND YOUR EMPLOYER

8.1 Ownership. You retain all rights in the content you create on the Platform, including your coaching conversations, transcripts, reflections, goals, commitments and messages (“Your Content”).

8.2 Licence to us. You grant Humainly a non-exclusive, royalty-free licence to host, transmit and process Your Content to the extent necessary to provide the Platform to you, as described in the Privacy Policy and subject to clause 8.7, for the duration of your account. We do not use Your Content to train artificial intelligence models, and our providers are contractually prohibited from doing so. For this purpose “train” means using content to create or adjust the parameters of a machine learning model; it does not include processing your content in order to generate your own coaching responses, or evaluating the safety and quality of the service.

8.3 Consent controls. You control disclosure of Your Content to your coach through two separate settings, each off by default: per-booking transcript access, and sanitised pattern summaries configurable per coach. You can change either at any time in your settings.

8.4 Your employer. The Customer has no access to Your Content. This restriction is enforced in our systems, not merely in the interface. The Customer receives only anonymised, aggregated engagement information. We will not disclose Your Content to the Customer, except where disclosure is required by law or where you expressly authorise a specific disclosure.

8.5 Export and deletion. You can export a complete copy of Your Content at any time (immediate JSON download) and delete your account at any time, through the Platform settings. On deletion, Your Content is deleted from our live systems promptly and residual copies in encrypted backups expire within 30 days, except where retention is required by law or for the establishment, exercise or defence of legal claims, in which case the data is put beyond ordinary use and deleted when the requirement ends, as described in the Privacy Policy.

8.6 Responsibility for Your Content. You are responsible for Your Content. You warrant that it does not infringe any third party’s rights and is not unlawful. You should not include another person’s sensitive information in your coaching conversations except as necessary for your own development.

8.7 Safety. Where Humainly reasonably believes it necessary to protect any person’s life or physical safety, or to comply with its safeguarding obligations, Humainly may access Your Content to the minimum extent necessary and may disclose it to the emergency services or another appropriate body. We will not disclose it to your employer under this clause, except where disclosure is required by law. Humainly’s safeguarding procedure governs the use of this clause.

9. ACCEPTABLE USE

9.1 You must not, and must not attempt to:

(a) use the Platform unlawfully, fraudulently, or to harass, threaten, defame or harm any person, including any coach;

(b) upload or transmit content that is unlawful, infringing, obscene, or malicious (including malware or any code intended to disrupt the Platform);

(c) gain or attempt unauthorised access to any part of the Platform, other users’ accounts or data, or our systems or networks;

(d) probe, scan or test the vulnerability of the Platform except under a responsible disclosure arrangement agreed with us in writing;

(e) interfere with the proper working of the Platform, including by imposing an unreasonable load on our infrastructure;

(f) copy, reproduce, distribute, sell, frame or create derivative works from the Platform or its content, except as these Terms allow;

(g) reverse engineer, decompile or disassemble any part of the Platform, except to the extent such restriction is prohibited by law;

(h) use automated means (including scraping, crawling or bulk extraction) to access or extract data from the Platform;

(i) use the Platform or any output of it to develop, train or improve a competing product or any machine learning model;

(j) circumvent usage limits, access controls or the consent controls described at clause 8.3;

(k) impersonate any person, misrepresent your affiliation, or use the Platform on behalf of another person; or

(l) resell, sublicense or make the Platform available to any third party.

9.2 We may investigate suspected breaches of this clause and may suspend access under clause 12 while we do.

9.3 Reporting content and complaints. You can report unlawful or harmful content or conduct encountered on the Platform through the in-product reporting function or to support@behumainly.com. We review reports promptly and may remove content or restrict accounts in accordance with these Terms. If you are affected by a moderation decision, you may use our complaints procedure by contacting the same address.

10. THIRD PARTY SERVICES

10.1 Calendar integration. You may choose to connect a third party calendar. The integration is subject to the third party’s own terms, and you may disconnect it at any time; tokens are encrypted and event data is retained for no more than 30 days, as described in the Privacy Policy.

10.2 Service providers. The Platform is operated using the service providers listed in the Privacy Policy. We remain responsible to you for the Platform; this clause does not exclude our responsibility for our providers.

11. INTELLECTUAL PROPERTY, FEEDBACK AND BETA FEATURES

11.1 The Platform, including its software, design, coaching methodologies, programme content, podcasts, trade marks and the selection and arrangement of its content, is owned by Humainly or its licensors. Except for the licence at clause 5.1 and your rights in Your Content, no rights are granted to you.

11.2 Outputs. As between you and Humainly, you may use the coaching outputs generated for you (such as summaries and suggested actions) for your own professional development. You must not represent that any output was authored by Humainly or use outputs at scale for any commercial purpose.

11.3 Feedback. If you give us feedback, suggestions or ideas about the Platform, we may use them without restriction or obligation to you, and you assign to us any intellectual property rights necessary for that use.

11.4 Beta features. We may offer features identified as beta, preview or early access. They are provided for evaluation, may be changed or withdrawn at any time, may be less reliable than the rest of the Platform, and are used at your option. Clause 16 applies to them with that context in mind.

12. SUSPENSION

12.1 We may suspend your access, in whole or in part, where:

(a) we reasonably believe you have materially breached these Terms, including clause 9;

(b) suspension is necessary to protect the security or integrity of the Platform or other users;

(d) the Customer suspends or ends your authorisation.

12.2 Unless it would be unlawful or defeat the purpose of the suspension, we will tell you why we have suspended access and what, if anything, you can do to restore it. We will limit the scope and duration of any suspension to what is reasonably necessary.

13. TERMINATION

13.1 By you. You may stop using the Platform at any time and may delete your account through the settings (clause 8.5).

13.2 By us. We may terminate these Terms: immediately, if you seriously or repeatedly breach them; on notice, if the Customer Agreement under which you access the Platform expires or terminates; or on not less than 30 days’ notice if we withdraw the Platform, subject (for paid consumer subscriptions) to the refund provisions of the Consumer Terms of Sale.

13.3 Automatic. Your access ends automatically when the Customer removes your authorisation.

13.4 Effect. Where your access ends other than by your own deletion, we will, where practicable and lawful, give you a reasonable opportunity (not less than 14 days) to export Your Content before the account is closed and deleted in accordance with the Privacy Policy and the Data Retention Policy. Clauses 8 (in respect of accrued rights), 9, 11, 16, 17, 18, 19, 20 and 21 survive termination.

14. AVAILABILITY, MAINTENANCE AND CHANGES TO THE PLATFORM

14.1 We aim to keep the Platform available at all times, but we do not guarantee uninterrupted availability. We carry out maintenance, where practicable outside business hours, and rely on third party infrastructure that can fail.

14.2 We may improve and modify the Platform, including adding, altering or retiring features. If a change would materially reduce the core functionality of a paid subscription during a period already paid for, we will tell you in advance and (for consumers) the Consumer Terms of Sale set out your rights, including a refund of the unused period if you cancel because of the change.

15. CHANGES TO THESE TERMS

15.1 We may update these Terms. Material changes take effect not less than 30 days after we notify you by email or through the Platform, and require your re-acceptance through the in-application prompt. Non-material changes (such as clarifications or new feature descriptions) take effect when published, with notice through the Platform.

15.2 If you do not accept a material change, you may end these Terms before the change takes effect; for paid consumer subscriptions the Consumer Terms of Sale govern any refund.

16. DISCLAIMERS

16.1 Except as expressly stated in these Terms, and subject to clause 17.2 (consumers): we do not warrant that the Platform will be uninterrupted or error free; we give no warranty that the Platform is fit for any particular purpose of yours, even if you have told us about that purpose; and any term implied to that effect is excluded to the extent the law permits.

16.2 We do not warrant that the Platform will be error free, that defects will be corrected, or that coaching outputs will be accurate, complete or suitable for your circumstances (clauses 6.1 and 7).

17. LIABILITY

17.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be excluded or limited under the law of England and Wales.

17.2 If you are a consumer. These Terms do not affect your statutory rights. We are responsible for foreseeable loss and damage caused by our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the contract was made, or for business losses. Clauses 16.1, 17.4 and 18 do not apply to you.

17.3 Subject always to clauses 17.1 and 17.2, we are not liable for loss to the extent it arises from: your reliance on coaching suggestions in place of professional advice of the kind described at clause 7.1, where the loss is not caused by our negligence; your breach of these Terms; or events outside our reasonable control (clause 20.5).

17.4 If you are not a consumer. Our total aggregate liability to you in connection with the Platform in any 12 month period is limited to: where you access the Platform under a Customer Agreement, £1,000; and otherwise, the greater of £1,000 and the amounts paid by you to us in that period. We are not liable to non-consumers for loss of profits, loss of business, loss of anticipated savings, loss of goodwill, or indirect or consequential loss.

18. INDEMNITY (DIRECT BUSINESS ACCOUNTS ONLY)

18.1 If you hold a direct paid business account (that is, you are not a consumer and you do not access the Platform under a Customer Agreement), you will indemnify Humainly against losses, liabilities and reasonable costs arising from any third party claim caused by your breach of clause 8.6 or clause 9, except to the extent caused by our own breach or negligence. Your liability under this clause is capped at £100,000. No indemnity is given by individuals who access the Platform under a Customer Agreement.

19. NOTICES AND COMMUNICATIONS

19.1 We will contact you using your account email address or through the Platform. Legal notices to us must be sent to legal@behumainly.com and are deemed received on the next working day. Service communications (such as session summaries and inactivity warnings) are part of the Platform; marketing communications are sent only in accordance with the Privacy Policy.

20. GENERAL

20.1 Entire agreement. These Terms, together with the documents they refer to and (where applicable) the Consumer Terms of Sale, are the entire agreement between you and us concerning your individual use of the Platform, subject to clause 3.3. Neither of us relies on any statement not set out in them, but nothing in this clause limits liability for fraud.

20.2 Severance and waiver. If any provision is found unenforceable, the remainder continues in effect. A failure to enforce a right is not a waiver of it.

20.3 Assignment. You may not transfer your rights under these Terms. We may transfer ours to a successor of our business, on notice and provided your rights are not reduced.

20.4 Third party rights. No third party has rights under the Contracts (Rights of Third Parties) Act 1999, except that Apple and Google may rely on the App store provisions in the Schedule in respect of the mobile application.

20.5 Events outside our control. We are not responsible for delay or failure caused by events outside our reasonable control, provided we take reasonable steps to mitigate the effect on you.

21. GOVERNING LAW AND JURISDICTION

21.1 These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer resident in Scotland or Northern Ireland, you may also rely on the laws of, and bring proceedings in, your home nation; if you are a consumer resident in the European Union, you retain the benefit of the mandatory consumer protections of, and may bring proceedings in, your country of residence.

SCHEDULE 1: APP STORE PROVISIONS

1. Apple. These Terms are between you and Humainly only, not with Apple Inc. (“Apple”). Apple has no obligation to provide maintenance or support for the application. In the event of any failure of the application to conform to an applicable warranty, you may notify Apple and Apple will refund the purchase price (if any) of the application; to the maximum extent permitted by law Apple has no other warranty obligation. Apple is not responsible for addressing claims relating to the application, including product liability claims, claims that the application fails to conform to a legal or regulatory requirement, and consumer protection claims. In the event of a third party claim that the application infringes intellectual property rights, Humainly, not Apple, is responsible. You represent that you are not located in a country subject to a United States Government embargo and are not on any United States Government list of prohibited or restricted parties. Apple and its subsidiaries are third party beneficiaries of these Terms in respect of the application and may enforce them against you.

2. Google. Where the application is downloaded from Google Play, you acknowledge the Google Play Terms of Service additionally apply, and in the event of conflict in respect of the distribution of the application, the Google Play Terms of Service prevail.