Terms and Conditions

Last updated: July 2026

These terms explain how we work with clients, how projects are priced and delivered, and the responsibilities and limits that apply on both sides.

1. About these terms

These terms govern the use of the Caldern website and the provision of services by Caldern Ltd, a company registered in England, company number 17120554 (“we”, “us”, “our”). By using this website or engaging our services, you agree to these terms.

2. Our services

We design, build, and support automations, AI assistants, and internal software systems for small businesses, including:

• The Whole Job — our productised customer follow-up system for trades businesses
• Systems audits
• Custom builds: automations, assistants, and internal tools
• Ongoing hosting and support retainers

All services are subject to a separate written proposal or agreement.

3. Proposals and agreements

Work will only begin once a proposal has been accepted in writing (including email confirmation). Any changes to scope must be agreed in writing before additional work is carried out. Custom builds are quoted as fixed prices in writing; we do not charge hourly or day rates for build work.

4. Pricing and payment

• All prices are in GBP and exclusive of VAT (we are not VAT registered)
• Custom builds over £300: 50% upfront, 50% on completion
• Work under £300: full payment on completion
• The Whole Job: install fee (where applicable) payable before installation; the monthly fee is billed monthly in advance and subject to a 3-month minimum term, after which it continues on a rolling monthly basis
• Retainers: billed monthly in advance
• Retainer hours do not roll over; additional work is charged at £75/hr (out-of-hours emergency work £120/hr), agreed before it is carried out
• On custom builds, third-party API and AI-model usage is passed through at cost
• Payment terms: 14 days from invoice date

Late payments may incur statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998.

5. Delivery and timelines

Delivery timelines are estimates and may be affected by client responsiveness, scope changes, and third-party dependencies. We will communicate any delays promptly.

6. Client responsibilities

To enable us to deliver the agreed services, the client agrees to provide timely access to required systems and information, respond to requests within a reasonable timeframe, and ensure provided data does not infringe third-party rights. Delays caused by the client may extend timelines.

7. Intellectual property

All intellectual property remains the property of Caldern until full payment is received. Upon full payment, the client owns all custom deliverables created specifically for their project. We retain the right to use general methodologies, techniques, and non-client-specific knowledge. Third-party tools remain subject to their own licensing terms.

8. Confidentiality

Both parties agree to keep confidential information private during and after the engagement.

9. AI disclaimer

AI-generated outputs may contain inaccuracies or limitations. The client is responsible for reviewing and approving outputs before use in business operations. Systems we build for customer contact never quote prices to customers; pricing decisions always remain with the client.

10. Limitation of liability

We provide services with reasonable skill and care. However:

• We do not guarantee specific business outcomes
• Our total liability is limited to the fees paid for the relevant project
• We are not liable for indirect or consequential losses
• We are not responsible for issues caused by third-party tools

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.

11. Acceptance of work

Work will be deemed accepted unless issues are raised within 7 days of delivery.

12. Cancellation and termination

• Either party may cancel with written notice
• If cancelled before work begins: refund minus any time spent on planning
• If cancelled after work begins: payment due for work completed
• Retainers: rolling monthly, 30 days’ notice
• The Whole Job: 3-month minimum term, then rolling monthly with 30 days’ notice

We may suspend or terminate services for breach of these terms, including non-payment.

13. Force majeure

We are not liable for delays or failure due to events outside our reasonable control.

14. Website use

Website content is for general information only. Use of the website does not create a client relationship.

15. Governing law

These terms are governed by the laws of England and Wales.

16. Changes to these terms

We may update these terms at any time. Continued use constitutes acceptance.