Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Lancelot website, our waitlist, the Lancelot mobile app once it is available, and the related services we provide (together, the "Platform"). The Platform is operated by Lancelot Technology Limited ("Lancelot", "we", "us", or "our"), a company registered in England and Wales and based in Manchester, United Kingdom.

Please read these Terms carefully. By joining the waitlist, creating an account, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

Our Privacy Policy explains how we handle your personal data and forms part of your agreement with us.

1. Definitions

• Client — a user who uses the Platform to find and book help.
• Hero — an independent service provider who offers services to Clients through the Platform.
• Lance — our AI-powered assistant, which helps interpret requests, suggest Heroes, and coordinate bookings, quotes, invoices, and payments.
• Booking — an arrangement between a Client and a Hero for the provision of services, made through the Platform.
• Content — any text, images, video, reviews, or other material submitted to the Platform.
• Waitlist — the pre-launch sign-up list through which prospective Clients and Heroes register interest in Lancelot.

2. Who can use Lancelot

To use the Platform, you must:

• be at least 18 years old;
• have the legal capacity to enter into a binding contract; and
• use the Platform in compliance with these Terms and all applicable laws.

The Platform is currently intended for users in the United Kingdom. We make no promise that it is appropriate or available elsewhere, and we may restrict access by location.

If you use the Platform on behalf of a business, you confirm that you have authority to bind that business to these Terms.

3. Early access and the waitlist

Lancelot is launching progressively. Until the app is generally available, the Platform mainly consists of our website and the Waitlist. The following applies to the Waitlist and any early-access period:

• No guarantee of access. Joining the Waitlist registers your interest; it does not create an account or guarantee you access to the app, a place in any launch group, or a launch by any particular date. We decide when and where to launch, and in what order to invite people (for example, by area or by role), at our discretion.
• Referral codes. Waitlist referral codes are personal to you, may not be sold or advertised commercially, and have no cash or monetary value. Any waitlist position, score, or perk is a goodwill benefit, not a contractual entitlement.
• Fair play. We may adjust waitlist standings and remove entries where we reasonably believe they were created or advanced through fraud or gaming — for example, fake or disposable email addresses, self-referrals, or automated sign-ups.
• Changes. We may modify, pause, or end the Waitlist or any referral programme at any time.
• Early-access features. During early access, features may be labelled beta or experimental, may change or be withdrawn without notice, and may not work perfectly. Please bear with us — and tell us what's broken.

4. Your account

You sign in to Lancelot using a supported authentication method, such as Google sign-in. You are responsible for:

• providing accurate, current, and complete information;
• keeping your account credentials and device secure; and
• all activity that takes place under your account.

Please tell us immediately at support@trylancelot.com if you suspect any unauthorised use of your account. We may refuse, suspend, or remove accounts at our reasonable discretion, including where we believe these Terms have been breached.

5. What Lancelot is — and what it is not

Lancelot is a technology platform that introduces Clients to Heroes and helps them arrange and pay for services through a chat-led experience. Heroes are independent providers. They are not employees, workers, agents, or partners of Lancelot.

When a Client books a Hero, any contract for the services themselves is formed directly between the Client and the Hero. Lancelot is not a party to that contract. We are not a builder, tradesperson, beauty professional, cleaner, or other service provider, and we do not supervise, direct, or control the work Heroes perform.

We facilitate introductions, communication, scheduling, and payment, and we provide trust and safety features, but we do not guarantee the quality, safety, timing, legality, or outcome of any service provided by a Hero.

6. Using Lance

Lance helps you describe what you need, surfaces suitable Heroes, and assists with bookings, quotes, invoices, and payments. Lance's suggestions are generated with the help of artificial intelligence and:

• are provided to assist you, not to replace your own judgement;
• may occasionally be inaccurate, incomplete, or unsuitable; and
• do not constitute professional, legal, financial, medical, or other regulated advice.

You are responsible for reviewing and confirming the details of any Booking before you rely on it. Key steps, such as accepting a Booking and releasing payment, require your confirmation.

7. Bookings

When you use the Platform to request help, Lance will help you agree the scope, timing, and price of a Booking with a Hero. A Booking is formed when the Client and Hero confirm the arrangement through the Platform. You agree to provide accurate information, to be available as arranged, and to treat the other party with respect and honesty.

Any changes to a Booking should be agreed through the Platform so that there is a clear record. Both parties are responsible for honouring what they have agreed.

8. Payments, fees, and wallets

• Payment processing. Payments are processed by our third-party payment provider (Stripe). By making or receiving payments, you agree to the payment provider's terms. Lancelot never stores your full card or bank details.
• Holding and release of funds. For many Bookings, a Client's payment is taken and held securely, then released to the Hero's wallet once the work is confirmed as complete, in line with the terms shown to you at the time of Booking. If a Client does not confirm completion or raise an issue within the period shown in the app, funds may be released to the Hero automatically.
• Service fees. We may charge service fees to Clients and/or Heroes for use of the Platform. Any applicable fees will be shown to you before you commit to a Booking or payout. We may change our fees, but changes will not affect Bookings already confirmed.
• Payouts and withdrawals. Heroes can withdraw available funds from their wallet in line with the payout process shown in the app. Payout timing may depend on our payment provider and applicable checks, including identity and fraud checks.
• Taxes. Heroes are responsible for their own taxes, including income tax, National Insurance, and VAT where applicable. Prices agreed with Clients are inclusive of any tax the Hero must account for unless stated otherwise.

9. Cancellations, refunds, and disputes

Cancellation and refund terms for a Booking will be made available to you through the Platform. Because the service contract is between the Client and the Hero, refunds and remedies for the service itself are primarily a matter between those parties.

We encourage Clients and Heroes to resolve issues directly and in good faith, and to raise any problem promptly — ideally before payment is released. Where a dispute cannot be resolved, we may, at our discretion, help facilitate a resolution, including by reviewing the record of the Booking and, where appropriate, holding, releasing, or refunding funds in line with our policies. Nothing in this section limits your statutory rights (see section 16).

10. Your responsibilities as a Client

When you use the Platform as a Client, you agree to:

• describe your needs honestly and provide safe, lawful access for the work;
• pay the agreed amount for services you book; and
• treat Heroes with respect and not attempt to arrange or pay for services outside the Platform in order to avoid fees or protections.

11. Your responsibilities as a Hero

When you use the Platform as a Hero, you agree that you:

• act as an independent provider and are responsible for how, when, and where you perform your services;
• hold all licences, registrations, insurance, and qualifications required by law to provide your services, and have the right to work in the UK;
• will provide services with reasonable care and skill and in line with what you agree with Clients;
• are responsible for your own tax and regulatory obligations;
• will keep your profile accurate and not misrepresent your identity, experience, or credentials; and
• will not solicit or accept payment for a Booking outside the Platform in order to avoid fees or protections.

12. Trust, safety, and verification

We invest in trust and safety features, which may include identity checks, ratings, reviews, and referral signals. However, verification and moderation have limits, and we cannot and do not guarantee the identity, conduct, honesty, or suitability of any user. You are responsible for exercising your own judgement and taking sensible precautions when interacting with, hosting, or working for other users.

Lancelot is not an insurer and does not provide insurance cover for Clients, Heroes, or Bookings unless we expressly state otherwise. Heroes are responsible for holding the insurance their work requires (see section 11), and Clients may wish to check a Hero's cover before booking.

13. Content, reviews, and feedback

You retain ownership of the Content you submit. By submitting Content, you grant Lancelot a worldwide, non-exclusive, royalty-free licence to host, store, use, display, reproduce, and adapt that Content as needed to operate, promote, and improve the Platform, including creating shareable receipts and referral links that are part of how Lancelot works.

You are responsible for your Content and confirm that you have the rights to share it and that it is accurate and not unlawful. We may remove Content that breaches these Terms or our guidelines. Reviews must be honest and based on genuine experience.

If you send us ideas, suggestions, or feedback about the Platform, we may use them without restriction or obligation to you. (We genuinely read them — feedback from early users shapes what we build.)

14. Acceptable use

You agree not to use the Platform to:

• break any applicable law or infringe the rights of others;
• harass, threaten, discriminate against, defraud, or harm any person;
• post false, misleading, obscene, or unlawful Content;
• circumvent our fees, payment flows, waitlist, or safety features;
• introduce malware, scrape data, or interfere with or attempt to gain unauthorised access to the Platform; or
• misuse Lance, including by attempting to manipulate it into unsafe, unlawful, or abusive behaviour.

15. Intellectual property

The Platform, including the Lancelot name, logos, the "Lance" persona, software, design, and content we provide, is owned by or licensed to Lancelot Technology Limited and is protected by intellectual-property laws. We grant you a limited, personal, non-transferable, revocable licence to use the Platform in accordance with these Terms. You may not copy, modify, distribute, sell, or reverse-engineer any part of the Platform except as permitted by law.

16. Your statutory rights as a consumer

Nothing in these Terms affects your legal rights as a consumer that cannot be excluded or limited under applicable law, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where you deal with a Hero, the Hero is responsible for providing services with reasonable care and skill as required by law. If you are unsure of your rights, you can get free advice from Citizens Advice.

17. Third-party services and app stores

The Platform relies on third-party services, including Google, Firebase, and Stripe, and the app will be distributed through the Apple App Store and Google Play. Your use of those services and stores is subject to their own terms.

Where you download the app from an app store, you acknowledge that these Terms are between you and Lancelot, not the store provider; that the store provider has no obligation to provide maintenance or support for the app and is not responsible for addressing any claims relating to it; and that the store provider and its subsidiaries are third-party beneficiaries of these Terms with the right to enforce them against you.

18. Disclaimers

The Platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we do not warrant that the Platform will be uninterrupted, error-free, or secure, or that Lance's suggestions will be accurate or suitable. We make no warranty regarding the services provided by Heroes, which are the responsibility of the Heroes themselves.

19. Limitation of liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.

Subject to the paragraph above, and to the fullest extent permitted by law:

• we are not liable for the acts, omissions, conduct, or performance of any Hero or Client, or for the quality, safety, or legality of any service booked through the Platform;
• we are not liable for any indirect or consequential loss, or for loss of profit, revenue, goodwill, or data; and
• our total liability to you arising out of or in connection with the Platform and these Terms will not exceed the greater of (a) the total service fees you paid to us in the 12 months before the event giving rise to the claim, or (b) £100.

20. Indemnity

To the extent permitted by law, you agree to indemnify us against reasonable losses, damages, and costs we suffer arising from your breach of these Terms, your misuse of the Platform, or your infringement of any law or third-party right.

21. Suspension and termination

You may stop using the Platform and close your account at any time. We may suspend or terminate your access, with or without notice, if you breach these Terms, if we are required to do so by law, or if we reasonably believe it is necessary to protect the Platform or our community. Provisions that by their nature should survive termination (including sections on payments owed, content licences, disclaimers, liability, indemnity, and governing law) will continue to apply.

22. Changes to the Platform and these Terms

We are continually improving Lancelot and may change or discontinue features. We may also update these Terms from time to time. When we make material changes, we will update the "Last updated" date at the top of this page and, where reasonably practicable, give you advance notice in the app or by email — except where a change must take effect immediately for legal or security reasons. Your continued use of the Platform after changes take effect means you accept the updated Terms. If you do not agree to a change, you should stop using the Platform and may close your account.

23. Governing law and jurisdiction

These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts and the law of that nation may apply.

24. General

• Entire agreement. These Terms and the documents referred to in them form the entire agreement between you and us regarding the Platform.
• Assignment. You may not transfer your rights or obligations without our consent. We may assign or transfer ours as part of a reorganisation or sale of our business.
• Severability. If any provision is found to be unenforceable, the remaining provisions will continue in full force.
• No waiver. A failure to enforce any provision is not a waiver of our right to do so later.
• Third-party rights. Except as stated in these Terms (including section 17), no one other than you and us has any right to enforce them.
• Force majeure. We are not liable for failure or delay caused by events beyond our reasonable control.

25. How to contact us

Questions, notices, or complaints about these Terms can be sent to:

• Email: support@trylancelot.com