Terms of service

Last updated 11 October 2026

Who we are

Lagoona is run by Steve McLean, a sole trader in the UK ("we", "us"). "You" means the business using our service. These terms apply to Lagoona's AI team members (Pearl, Marina, Coral, Manta, Horizon and Rock), Reef, and their dashboards ("the service").

What you get

On a monthly plan, we run the service for you on our systems and give you access to it, for use in your own business. The plan's price, allowance (for example, chats a month) and what's included are shown on our pricing page or in your written quote. If you go over your allowance, we'll tell you before anything changes.

Set-up

Standard set-up is included on monthly plans: we load your information, put the service on your website, test it with you and take it live. Bigger custom work, such as connecting booking systems, tills or CRMs, is quoted separately and only done if you agree the quote.

If you cancel within your first 3 months, a set-up fee equal to two months of your plan's price applies, to cover the set-up work. After 3 months, there is no set-up fee.

Paying

• Monthly plans are paid monthly, in advance.
• Prices exclude VAT where VAT applies.
• We'll give you at least 30 days' notice of any price change. You can cancel before it starts.
• If a payment fails, we'll email you straight away. If it's still unpaid 48 hours later, we may pause or end the service, and any set-up fee becomes due.

Cancelling

You can cancel any time. The service runs to the end of the month you've paid for, then stops. For 30 days after that, you can ask for a copy of your data; after that we delete it, unless the law requires us to keep something.

We can end the service with 30 days' notice, or straight away if a payment is more than 48 hours late or these terms are seriously broken (for example, by copying our software or using it unlawfully).

What's yours

Your information, documents, logos, and the conversations and records the service creates for your business belong to you. You give us permission to use them only to run the service for you.

What's ours

We own the service and everything in it: the software, code, designs, AI instructions and prompts, team-member names and characters, dashboards, checks, methods and documentation, including any improvements we make while working with you. Using the service, or paying for set-up, doesn't transfer any of this to you.

If you buy a team member ("buy it"), you get a permanent licence to use and change it, including its source code, in your own business only, set out in a separate written agreement. Updates and support after the first 12 months are an optional yearly care plan. Full ownership of the intellectual property is only included if that agreement says so.

If you give us ideas or feedback, we may use them to improve the service.

What you agree not to do

• Copy, reproduce or rebuild the service, or any part of it.
• Reverse engineer it, or try to get its code, instructions or prompts.
• Resell, rent or give access to anyone outside your business.
• Use it to build or train a competing product.
• Try to break its security, overload it, or get around its limits.
• Use it for anything unlawful, harmful or misleading, or to send spam.

AI, honestly

• Our team members always tell people they're AI.
• AI can make mistakes. Keep the information you give us accurate and up to date, and check anything important before you rely on it.
• Team members that act for you (for example, sending messages) wait for your OK where the service says so.
• Reef only reads your systems. It never changes them. Its savings and value figures are estimates, not guarantees.

Keeping it running

We aim to keep the service running all day, every day, and to fix problems quickly. We can't promise it will never be interrupted, for example during updates or when an outside provider we rely on has a problem.

Connections to other systems

We provide standard connectors (for example, the booking connector and webhooks) so the service can work with your own booking system, calendar or other tools. Choosing, connecting and maintaining those systems, and any automation tools in between, is done by you or your IT partner, under those providers' own terms. We aren't responsible for third-party systems, their availability, their charges, or what they do with data you send them. A booking is only shown as confirmed to your customer when your own system, your calendar or a person on your team confirms it.

Data protection

When the service handles your customers' personal data, you are the controller and we process it for you, only to run the service. We keep it secure, use only trusted providers, and help you with your customers' requests. A data processing agreement is available on request. Our own use of data is explained in our privacy policy.

Confidentiality

We'll keep your business information confidential. You'll keep confidential anything we share about how the service works that isn't public.

Liability

Our total liability to you in any 12 months is limited to what you paid us in those 12 months. We're not liable for indirect losses, such as lost profit, lost data you could have backed up, or lost opportunities. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow us to limit.

Changes to these terms

If we change these terms, we'll update this page and give you at least 30 days' notice of anything that affects you. You can cancel before the change starts.

The law

These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute. We'd always rather talk it through first.

Contact

Use Ask Rock and ask for Steve, or reply to any email we've sent you.