Terms of Service

1. Who we are

Twisthand Intelligence is the trading name of Twisthand Intelligence Ltd, a company registered in England and Wales (company number 17077464). Registered office and trading address: 16 Commerce Square, Nottingham NG1 1HS. Phone 0330 043 2489 · [email protected]. "We", "us" and "our" mean Twisthand Intelligence Ltd; "you" means the organisation engaging us.

2. How these terms work

These terms apply to every engagement we carry out. Each engagement also has its own statement of work or letter of engagement (together, the "SOW"), which sets out the scope, deliverables, timeline, fee and anything specific to that piece of work. If the SOW and these terms disagree, the SOW wins. We work with organisations, not consumers.

3. Fees

Every engagement has a fixed fee, stated in the SOW and agreed before work starts. It doesn't change with the hours we put in. The prices on our website are a guide; the SOW is what you sign up to. All fees are in pounds sterling. We aren't currently registered for VAT, so no VAT is charged. If that changes, VAT will be added at the standard rate and shown in any SOW issued after we register.

4. Invoicing and payment

• AI Adoption Audit, Proof Sprint and Discovery & Roadmap: invoiced when you accept, or are treated as accepting, the deliverables (clause 5).
• Builds: half the fee is invoiced when the SOW is signed and half on acceptance.
• Workshops: invoiced after the session is delivered.

Invoices are payable within 14 days. We may charge interest and compensation on late payments as allowed by the Late Payment of Commercial Debts (Interest) Act 1998.

5. Acceptance, and our guarantee

When we deliver, you have seven days to tell us in writing if the deliverables don't materially meet the scope agreed in the SOW, and why. If you don't, they're accepted. If you do, we have five working days to put it right. If they still don't materially meet the agreed scope after that, no fee is payable for them, apart from any pre-agreed expenses, and neither of us has any further obligation on that engagement.

The guarantee applies to the AI Adoption Audit, Proof Sprints, Discovery & Roadmap and the acceptance half of a Build. It applies once per set of deliverables. It's about whether the work meets what we agreed, not whether you like the findings: a well-evidenced recommendation not to go ahead is a result we deliver, and the guarantee covers the quality of that evidence.

6. Proof Sprints: the go/no-go point

A Proof Sprint includes a go/no-go point after its feasibility stage. If the evidence shows the workflow shouldn't go ahead, we stop there and give you a written go/no-go report setting out why. That report is a deliverable, subject to clause 5. If it's accepted, you pay the gate fee stated in the SOW instead of the full Sprint fee, and the engagement ends.

7. Approvals and access on your side

Much of our work depends on approvals, access or information from you. If something we need stays outstanding for more than 10 working days (or the period stated in the SOW), we'll hand over the approval pack and a written status summary. That hand-over counts as reaching the go/no-go point: the gate fee becomes payable, subject to clause 5. When the approval lands, we'll agree a new date to finish the work. The gate fee counts towards the full fee, so you never pay more in total than the SOW price.

8. Check-ins after a Proof Sprint

Proof Sprints include short check-ins at around 30 and 90 days after acceptance, to review repeat use and quality against the agreed criteria. They're included in the fee and don't affect acceptance or payment. Any further work they identify is scoped separately.

9. Your responsibilities

You'll give us a named point of contact; reasonable access to the people, systems, documents and data the SOW needs (read-only where appropriate); and, for Proof Sprints and Builds, a named owner for the workflow or system once it's handed over.

10. Changes to scope

Any change to scope, deliverables or timeline is agreed in writing and may change the fee. We won't expand the work without your agreement. The SOW states how many rounds of revision are included.

11. Expenses

Travel within the East Midlands is included. Travel further afield, and any other expenses, are agreed with you in advance, charged at cost with receipts, and payable whether or not the deliverables are accepted.

12. Ending an engagement

Either of us can end an engagement in writing. What's payable is set out in the SOW; where the SOW doesn't say, clauses 5 to 7 decide it, plus any pre-agreed expenses already incurred.

13. Confidentiality and data

We each keep the other's confidential information confidential and use it only for the engagement. We work inside your approved tools and follow your data and security policies. We won't process your data through tools you haven't approved or share it with third parties. Where we process personal data on your behalf, we'll agree data processing terms that meet UK GDPR before we start. On request, or when the engagement ends, we'll return or securely delete your materials. How we handle personal data about you is covered in our Privacy Policy.

14. AI tools and outputs

We help you design, test and adopt AI in your work. AI outputs can be wrong, so every Proof Sprint and Build includes acceptance criteria, a fallback and a named owner. You stay responsible for how outputs are used in your business and for your own commercial, legal and operational decisions. We don't give legal, regulatory or data protection advice.

15. Intellectual property

Once the relevant fee is paid, the deliverables we produce specifically for you, including reports, roadmaps and anything we build, belong to you. We keep ownership of our own pre-existing methods, frameworks, scoring tools and templates, and we may reuse general know-how gained from the work, as long as none of your confidential information is disclosed.

16. Liability

Our total liability under an engagement is limited to the fees paid under it. Neither of us is liable for indirect or consequential loss, or for loss of profit, revenue or data. Nothing in these terms limits any liability that can't lawfully be limited.

17. Publicity

We won't name you as a client or describe your work publicly without your written permission.

18. General

The SOW and these terms together form the whole agreement for an engagement. If we update these terms, the update applies to new engagements only. These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.