Terms & Conditions

Last updated: 13th March 2026

These Terms & Conditions explain how your Lead IT Lab Business Hub account, subscription billing, and data are managed.
By using the platform, you agree to these Terms and to the related policies provided by our technology partner, Go High Level LLC.
They're designed to protect both you and Lead IT Lab Ltd, ensuring fair use, transparency around fees, and compliance with UK data protection laws.

1. Introduction

These Terms & Conditions govern the use of the Lead IT Lab Business Hub ("the platform"), provided by Lead IT Lab Ltd (company registered in England and Wales).

By accessing or using the platform, you agree to comply with these Terms and all applicable laws.

The platform operates on technology licensed from Go High Level LLC ("GHL"). By using the platform, you also agree to GHL's own Terms of Service and GDPR Policy.

The platform may provide a range of services including CRM tools, automations, website building, email and SMS marketing, AI integrations, and booking management.

2. Services

The platform provides customer relationship management (CRM) functionality, marketing automations, email and SMS distribution, funnel and website building tools, booking calendars, AI-powered chat and workflow tools, and other digital marketing features. These services may be updated or expanded over time.

You acknowledge that some features rely on third-party providers — such as Twilio (for SMS), Mailgun (for email), and LeadConnector (for billing and usage processing). These third parties may charge usage-based fees for their services, which are billed separately as described on our Extra Costs page.

3. Fees & Payment

Your subscription fee grants access to the Lead IT Lab Business Hub. Subscription plans are billed in advance on a recurring basis (monthly or annually). All subscriptions renew automatically unless cancelled at least 28 days before the next billing date.

Payment is processed securely through Stripe or Direct Debit using the payment method you provided. You are responsible for keeping your payment details up to date.

3.1 Usage-Based Costs

Certain features, including but not limited to email sends, SMS messages, phone calls, and AI-generated content, incur additional usage-based costs. These are billed according to Go High Level's current rates and deducted from your wallet balance under Settings → Billing.

Usage fees are billed directly and are separate from your Lead IT Lab subscription. These charges exist because each email, text, and AI action uses third-party delivery networks and processing services. The wallet simply covers those per-use infrastructure costs rather than being part of your subscription.

You can enable Auto-Recharge to prevent service interruption. Current usage rates are available at leaditlab.co.uk/extra-costs.

3.2 Failed Payments and Cancellations

If payment fails, your account will move into suspended status immediately. During suspension, your hosted assets (funnels, websites, and workflows) may remain live temporarily to avoid business disruption.

If payment remains outstanding for more than 14 days, live assets and automations may be paused. After 28 days of non-payment, your account may be cancelled and all data permanently removed.

Reactivation after cancellation requires settlement of overdue fees plus a £60 administration fee.

Refunds are not issued for partial periods or unused services. We may adjust subscription pricing or pass-through costs from Go High Level with reasonable notice via email or dashboard alert.

4. Client Responsibilities

You are responsible for:

• Maintaining the security of your account and login credentials.
• Obtaining proper consent for any data you upload, store, or communicate via the platform.
• Ensuring compliance with all applicable UK laws, including data protection (UK GDPR) and privacy and marketing regulations (PECR).
• Using the platform lawfully and ethically, refraining from misuse, spamming, fraud, or prohibited content.
• Keeping your contact, billing, and payment details accurate and up to date.

You are the data controller of all personal data processed through your account. Lead IT Lab Ltd acts as data processor, following UK GDPR standards and relying on Go High Level's GDPR compliance as our sub-processor. See Section 9 (Data Processing Agreement) for full details.

5. Acceptable Use Policy

The platform must be used lawfully, ethically, and in accordance with these terms. The following activities are strictly prohibited:

5.1 Prohibited Content

• Content that is unlawful, defamatory, threatening, abusive, obscene, or discriminatory.
• Content that infringes third-party intellectual property, privacy, or other rights.
• Misleading or deceptive content, including false claims about products, services, or qualifications.
• Content promoting illegal activities, substances, or services.

5.2 Prohibited Actions

• Sending unsolicited bulk email or SMS ("spam") or messages without valid recipient consent as required by PECR and UK GDPR.
• Purchasing, renting, or using third-party contact lists without proper consent documentation.
• Exceeding reasonable sending volumes or engaging in activity that damages shared platform deliverability or reputation.
• Attempting to reverse engineer, copy, or redistribute the platform or its components.
• Using the platform to harass, stalk, or intimidate any individual.
• Sharing account credentials with unauthorised third parties.
• Using AI features to generate content that is misleading, harmful, or impersonates real individuals without consent.

5.3 Consequences of Breach

If we reasonably believe you have breached this Acceptable Use Policy, we may:

• Issue a written warning requiring immediate corrective action.
• Temporarily suspend specific features (e.g., email or SMS sending) pending investigation.
• Suspend your entire account with immediate effect.
• Terminate your account permanently without refund.

We will use reasonable efforts to notify you before or at the time of any action taken, except where immediate suspension is necessary to protect the platform, other users, or third parties.

6. Special Category Data

6.1 What Is Special Category Data?

Under UK GDPR, special category data includes information about a person's physical or mental health, racial or ethnic origin, religious beliefs, sexual orientation, biometric data, and genetic data. For wellness, therapy, and coaching practitioners, this most commonly includes health-related information shared during consultations, assessments, intake forms, or treatment records.

6.2 Your Responsibilities as Data Controller

If you process special category data through the platform, you must:

• Identify a lawful basis for processing under Article 6 of UK GDPR and a separate condition under Article 9 — most commonly explicit consent from the data subject.
• Ensure consent is freely given, specific, informed, and unambiguous, and that it is recorded and retrievable.
• Conduct a Data Protection Impact Assessment (DPIA) where processing is likely to result in a high risk to individuals' rights and freedoms.
• Implement appropriate technical and organisational measures, including access controls, encryption where possible, and staff training.
• Only store the minimum data necessary to provide your services.
• Never use special category data for marketing purposes unless you have obtained separate, explicit consent.

6.3 Lead IT Lab's Role

Lead IT Lab Ltd does not determine the purposes or means of your data processing. As data processor, we provide the platform and infrastructure. We do not access, review, or use your clients' special category data for any purpose beyond providing the platform services and technical support you request.

We strongly recommend that you seek independent legal or compliance advice to ensure your use of the platform meets your regulatory obligations, particularly if you are subject to sector-specific codes of conduct (e.g., BACP, UKCP, NMC, or similar professional bodies).

7. Intellectual Property

All intellectual property rights in the platform and its content (excluding your own data) belong to Lead IT Lab Ltd or its licensor Go High Level LLC. You may not copy, modify, reverse engineer, or use any part of the platform for purposes other than those permitted under these terms.

You retain full ownership of your content and data. Lead IT Lab Ltd may access your account solely for support, troubleshooting, or billing purposes and only when reasonably necessary.

8. Confidentiality

We will keep your confidential information secure and will not disclose it to third parties except where required to provide services or comply with legal obligations. You agree to handle any confidential information we share with the same level of care.

Confidential information does not include information that is publicly available, independently developed, or lawfully received from a third party without restriction.

9. Data Processing Agreement

This section constitutes the Data Processing Agreement ("DPA") between you (the data controller) and Lead IT Lab Ltd (the data processor) as required under Article 28 of UK GDPR.

9.1 Scope and Purpose

Lead IT Lab Ltd processes personal data on your behalf solely for the purpose of providing the Lead IT Lab Business Hub platform services. We process data only on your documented instructions and do not process personal data for our own purposes.

9.2 Categories of Data

The types of personal data processed may include:

• Contact details (names, email addresses, phone numbers, postal addresses).
• Booking and appointment records.
• Communication records (emails, SMS, chat transcripts).
• Payment and transaction references.
• Website and funnel interaction data.
• Any other data you choose to collect and store through the platform.

9.3 Data Subjects

Data subjects may include your clients, leads, prospects, newsletter subscribers, website visitors, and any other individuals whose data you add to or collect through the platform.

9.4 Security Measures

Lead IT Lab Ltd implements appropriate technical and organisational measures to protect personal data, including:

• Secure, password-protected access to all accounts.
• Role-based access controls within the platform.
• Data transmitted via encrypted connections (HTTPS/TLS).
• Reliance on Go High Level LLC's infrastructure security, including SOC 2 compliance, encryption at rest, and regular security audits.

9.5 Sub-Processors

You authorise Lead IT Lab Ltd to engage the following sub-processors in connection with providing the platform:

Sub-Processor	Purpose	Location
Go High Level LLC	Core platform infrastructure, CRM, automations	United States
Twilio Inc.	SMS and voice communications	United States
Mailgun Technologies Inc.	Email delivery	United States
Stripe Inc.	Payment processing	United States
LeadConnector	Usage billing and telephony	United States
OpenAI / Anthropic	AI-powered features (where enabled)	United States

We will notify you of any intended changes to sub-processors and give you the opportunity to object on reasonable grounds.

9.6 Data Breach Notification

In the event of a personal data breach, Lead IT Lab Ltd will:

• Notify you without undue delay and in any event within 48 hours of becoming aware of the breach.
• Provide sufficient detail to enable you to meet your own notification obligations to the ICO (within 72 hours) and to affected data subjects where required.
• Cooperate with you in investigating and mitigating the breach.

9.7 Audits and Compliance

Lead IT Lab Ltd will make available to you, on reasonable request, information necessary to demonstrate compliance with this DPA. You may request an audit or inspection, subject to reasonable notice, scope limitations, and confidentiality obligations.

9.8 Duration

This DPA applies for the duration of your subscription. Upon termination, data will be handled in accordance with Section 10 (Data Retention Policy).

10. Data Retention Policy

10.1 During Your Subscription

All data you store on the platform — including contacts, conversations, files, workflows, funnels, and booking records — is retained for the duration of your active subscription and accessible through your account.

10.2 After Cancellation or Termination

Timeframe	What Happens
0–14 days	Account is suspended. Data is preserved but inaccessible. You may reactivate by settling any outstanding balance.
14–28 days	Live assets (funnels, websites, automations) may be paused. Data is still preserved.
After 28 days	Account is permanently cancelled. All data is queued for deletion and permanently removed within 30 days of cancellation.

10.3 Data Export

You may export your data at any time during your active subscription via the platform's built-in export tools (e.g., contact CSV export, conversation downloads). We recommend you export any data you wish to keep before your subscription ends.

If you need assistance with data export during the post-cancellation retention window (0–28 days), contact us at [email protected]. A reasonable administration fee may apply.

10.4 Legal Retention

Lead IT Lab Ltd may retain limited records (such as billing history, correspondence, and audit logs) beyond the above periods where required to comply with legal obligations, resolve disputes, or enforce our agreements. Such records will be held securely and access will be restricted.

11. Limitation of Liability

The platform is provided "as is" without warranties of any kind, express or implied.

To the extent permitted by law, Lead IT Lab Ltd and Go High Level LLC will not be liable for indirect, incidental, or consequential losses, including loss of revenue, profit, data, business opportunity, or goodwill.

Our total aggregate liability to you will not exceed the total subscription fees you paid to Lead IT Lab Ltd in the preceding twelve months.

Nothing in these terms limits liability for fraud, wilful misconduct, or negligence resulting in death or personal injury.

12. Service Availability

12.1 No Guaranteed Uptime

Lead IT Lab Ltd does not guarantee any specific level of platform uptime or availability. While we strive to maintain reliable service, the platform depends on third-party infrastructure (including Go High Level LLC, Twilio, Mailgun, and others) which may experience outages, maintenance windows, or performance degradation outside our control.

12.2 Scheduled Maintenance

Where possible, we will provide advance notice of planned maintenance that may affect platform availability. Urgent security patches or infrastructure updates may be applied without notice.

12.3 Service Interruptions

Lead IT Lab Ltd is not liable for any loss, cost, or damage arising from temporary service interruptions, including but not limited to:

• Lost or delayed email or SMS deliveries.
• Missed bookings or calendar sync failures.
• Workflow or automation disruptions.
• AI feature downtime or degraded performance.
• Third-party API outages.

We recommend maintaining your own backups and not relying on the platform as your sole business-critical system without appropriate contingency plans.

13. Indemnification

You agree to indemnify, defend, and hold harmless Lead IT Lab Ltd, its directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your use of the platform in breach of these Terms.
• Your breach of applicable laws, including UK GDPR, PECR, or any other data protection, marketing, or consumer protection legislation.
• Any content you upload, publish, or distribute through the platform.
• Any complaint, claim, or regulatory action brought by a data subject, the ICO, or any other regulatory body in connection with your data processing activities.
• Your use of AI features in a manner that causes harm, misrepresentation, or legal liability.

This indemnification obligation survives the termination of your account and these Terms.

14. Force Majeure

Neither party shall be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond the affected party's reasonable control, including but not limited to:

• Natural disasters, severe weather events, or pandemics.
• Acts of government, regulatory changes, sanctions, or embargoes.
• War, terrorism, civil unrest, or industrial action.
• Power failures, internet or telecommunications outages.
• Third-party platform outages, including Go High Level LLC, Twilio, Mailgun, Stripe, or other infrastructure providers.
• Cyberattacks, including DDoS attacks, ransomware, or other security incidents affecting the platform or its sub-processors.

The affected party shall notify the other party as soon as reasonably practicable and use reasonable efforts to mitigate the effects. If the force majeure event continues for more than 60 consecutive days, either party may terminate these Terms by giving written notice.

15. Dispute Resolution

15.1 Informal Resolution

In the event of any dispute arising out of or in connection with these Terms, both parties agree to first attempt to resolve the matter informally by written notice to the other party. The parties shall engage in good faith discussions for a period of 30 days from the date of the initial notice.

15.2 Mediation

If the dispute is not resolved within the 30-day informal resolution period, either party may refer the dispute to mediation administered by a mediator agreed upon by both parties, or failing agreement, appointed by the Centre for Effective Dispute Resolution (CEDR). The costs of mediation shall be shared equally.

15.3 Court Proceedings

If mediation does not resolve the dispute within 60 days of the mediator's appointment, either party may commence court proceedings. Nothing in this section prevents either party from seeking urgent injunctive or interim relief from a court of competent jurisdiction at any time.

16. Termination

You may stop using the platform at any time. To avoid further charges, you must cancel your subscription at least 28 days before your next billing date.

We may suspend or terminate your access if you breach these terms, fail to make payment, violate the Acceptable Use Policy, or use the platform unlawfully.

Upon termination, your right to use the platform ceases immediately. Your data will be retained and deleted according to Section 10 (Data Retention Policy).

Lead IT Lab Ltd reserves the right to cancel accounts after 28 days of non-payment.

Sections that by their nature should survive termination — including Intellectual Property, Confidentiality, Limitation of Liability, Indemnification, Data Retention, and Governing Law — shall continue in full force and effect.

17. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Subject to Section 15 (Dispute Resolution), any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

These services are provided under the Lead IT Lab Ltd brand, powered by Go High Level LLC.

18. Contact

For support or enquiries:

📧 [email protected]
🏢 Lead IT Lab Ltd, 59 Woodland Avenue, Penryn, Cornwall, TR10 8PG, United Kingdom