Terms of Service
The terms governing Ladder Labs AI consulting engagements and AI agent subscriptions. Sold business-to-business. All fees in United States Dollars. Hong Kong governing law.
The terms governing Ladder Labs AI consulting engagements and AI agent subscriptions. Sold business-to-business. All fees in United States Dollars. Hong Kong governing law.
Effective date: 13 August 2026
Last updated: 13 August 2026
These Terms of Service (“Terms”) govern your access to and use of the websites, subscriptions, software, AI agents, and consulting services (collectively, the “Services”) provided by DEEP INSIGHT SOLUTION LIMITED, a company registered in the Hong Kong Special Administrative Region, trading as Ladder Labs (“Ladder Labs”, “we”, “us”, or “our”).
By purchasing a subscription, signing a Statement of Work, or otherwise using the Services, you (“Client”, “you”) agree to these Terms. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity, and “you” refers to that entity.
If you do not agree to these Terms, do not use the Services.
The Services are sold business-to-business only. They are intended for retail businesses, multi-location retail operators, and their staff. The Services are not offered to consumers for personal, family, or household purposes, and are not directed to anyone under the age of 16.
By using the Services you confirm that you are acting in the course of a business and that you are at least 16 years old.
Recurring, subscription-based access to our AI agent platform and managed operations, which may include lead capture and qualification, automated customer response, appointment booking, advertising campaign optimisation, performance reporting, and related workflows. The specific features included in your subscription are determined by the plan you purchase, as described on our pricing page at the time of purchase.
Project-based advisory and implementation work, defined in a written Statement of Work (“SOW”) or proposal that we agree with you. Each SOW sets out the scope, deliverables, timeline, fees, and payment milestones for that engagement. Where an SOW conflicts with these Terms, the SOW controls for that engagement only.
We continuously develop the Services and may add, modify, or remove features. If we make a change that materially reduces the core functionality of your subscription plan, we will give you at least 30 days’ written notice, and you may cancel under Section 6 without the 30-day notice period applying.
The following are expressly excluded from all subscription fees and consulting fees unless a written SOW states otherwise:
To deliver the Services you will need to grant us access to certain of your business accounts and systems (for example advertising accounts, business pages, CRM, and communication tools). You are responsible for having the right to grant that access.
“Client Data” means all data, content, contact records, and materials you or your customers provide to, or generate through, the Services. As between you and us, you own all Client Data. You grant us a non-exclusive, worldwide licence to host, process, transmit, and display Client Data solely to provide, secure, support, and improve the Services for you.
You are responsible for, and you represent and warrant that:
Consulting deliverables and subscription performance depend on your timely cooperation in providing access, approvals, feedback, assets, and information. If you do not provide these, timelines will extend accordingly and we are not liable for the resulting delay.
All fees are stated and charged in United States Dollars (USD). If your payment card or bank account is denominated in another currency, your bank or card issuer may apply conversion rates and foreign transaction fees, which are your responsibility.
Subscription fees are the monthly amounts shown on our pricing page for the plan you select. Fees are billed monthly in advance, on the same day of each month as your original subscription start date (your “billing date”). Where a month does not contain that day, you will be billed on the last day of that month.
Certain subscriptions include a one-time onboarding and setup fee, disclosed to you before purchase. This fee covers account configuration, integrations, workflow build, and training, and is charged with your first invoice.
Subscriptions renew automatically each month until cancelled in accordance with Section 6. By subscribing, you authorise us and our payment processor to charge your payment method the then-current subscription fee on each billing date, without further notice, until you cancel.
Unless the SOW states otherwise, consulting engagements are invoiced 50% on commencement and 50% on delivery. The commencement instalment is due before work begins. The delivery instalment is due on presentation of the final deliverables. Invoices are payable within 14 days of issue.
All fees are exclusive of taxes. You are responsible for all sales, use, VAT, GST, withholding, and similar taxes and duties imposed on your purchase, other than taxes on our net income. If withholding is required by law, you will gross up the payment so that we receive the full invoiced amount.
Payments are processed by Stripe, Inc. and its affiliates. Your use of payment functions is also subject to Stripe’s terms and privacy policy. We do not collect, transmit, or store your full card details on our own systems — card data is submitted directly to Stripe, a PCI-DSS Level 1 certified provider. See Section 12.
If a payment fails, we may retry the charge. If a payment remains outstanding 7 days after the due date, we may suspend the Services on written notice. If it remains outstanding 30 days after the due date, we may terminate for cause under Section 7.2. Overdue amounts may accrue interest at 1.5% per month, or the maximum permitted by law, whichever is lower. You are responsible for reasonable costs of collection.
We may change subscription pricing. We will give you at least 30 days’ written notice before a price change takes effect for your subscription, and the new price will apply from your next billing date after that notice period. If you do not accept the new price, you may cancel under Section 6, and the 30-day notice period in Section 6.1 will not apply.
Any discount, trial, or promotional offer is subject to the specific terms disclosed with that offer. Unless stated otherwise, promotions are limited to new clients, cannot be combined, apply to the first billing cycle only, and revert to standard pricing on renewal.
Subscriptions continue month to month until cancelled. To cancel, you must give us at least 30 days’ written notice by emailing phil@ladder-labs.com from an email address associated with your account, or by using any cancellation function provided in your account.
Your cancellation takes effect at the end of the billing period in which the 30-day notice period expires. You will continue to have access to the Services, and remain liable for the fees, through that date.
Example: if your billing date is the 10th of each month and you give notice on 1 March, the 30-day notice period ends on 31 March, and your subscription ends at the close of the billing period running to 9 April. You are billed for that period and retain access through it.
Except where Section 6.3 or our Refund and Cancellation Policy provides otherwise, fees for the current billing period are not refunded on a pro-rata basis when you cancel. Onboarding and setup fees are non-refundable once onboarding work has begun.
Refunds are governed by our Refund and Cancellation Policy, which forms part of these Terms. That policy sets out the circumstances in which refunds are provided, how to request one, and how quickly they are processed.
On cancellation, your access to the Services ends and automated workflows we operate on your behalf will be switched off. On written request made within 30 days of cancellation, we will provide an export of your Client Data in a commonly used machine-readable format. After that 30-day window we may delete Client Data in accordance with Section 11 and our Privacy Notice.
These Terms apply from your first use of the Services and continue until all subscriptions and SOWs have ended.
Either party may terminate immediately on written notice if the other party materially breaches these Terms and fails to cure the breach within 14 days of written notice, or becomes insolvent, enters liquidation, or ceases to carry on business.
We may suspend the Services immediately, with notice where practicable, if your payment is overdue as described in Section 5.8; your use poses a security risk to us or another client; your use may cause us or a third-party platform legal liability; or we are required to do so by law or by a platform we operate on. We will restore the Services promptly once the cause is resolved.
Sections 3, 4.2, 5, 8, 9, 10, 11, 12, 13, 14, 15, and 16 survive termination.
We own all rights in the Services, including our platform, software, AI agents, models, prompts, workflows, templates, methodologies, documentation, and all improvements to them. Nothing in these Terms transfers ownership of our IP to you.
Subject to your payment of fees and compliance with these Terms, we grant you a non-exclusive, non-transferable, non-sublicensable licence to use the Services and the deliverables produced for you, for your internal business purposes, during the term.
On full payment for a consulting engagement, you own the specific, bespoke deliverables created for you under that SOW, excluding any of our pre-existing or generally applicable IP embedded in them, which we licence to you as set out in Section 8.2.
You grant us a perpetual, royalty-free licence to use any feedback you provide. We may compile anonymised and aggregated statistical data from use of the Services, provided it does not identify you or any individual, and use it to operate and improve the Services.
We will not use your name or logo as a client reference without your prior written consent.
Each party may receive non-public information of the other. The receiving party will protect it with at least reasonable care, use it only to perform under these Terms, and not disclose it except to personnel and contractors bound by equivalent obligations. These obligations do not apply to information that is public through no fault of the receiving party, independently developed, or lawfully received from a third party, and do not prevent disclosure required by law, provided the disclosing party is given notice where legally permitted.
We do not guarantee any specific commercial outcome. Marketing, advertising, and lead-generation results depend on many factors outside our control, including your pricing, inventory, staff responsiveness, market conditions, competitor activity, and the algorithms and policies of third-party advertising platforms.
Any figures, benchmarks, case studies, or projections we present are illustrative of past or expected performance in particular circumstances and are not a promise, warranty, or guarantee of the results you will achieve. Unless an SOW expressly sets out a written performance guarantee signed by us, none exists.
Our handling of personal data is described in our Website Privacy Notice. Where we process personal data contained in Client Data on your behalf, we act as a data processor and you act as the data controller. We will process such data only on your documented instructions, apply appropriate technical and organisational security measures, impose confidentiality obligations on personnel with access, and assist you with data-subject requests to the extent reasonably practicable. Data may be processed in jurisdictions outside your own; where required, we apply appropriate safeguards for cross-border transfers.
We use commercially reasonable technical and organisational measures to protect the Services, including encryption of data in transit over HTTPS/TLS and access controls on production systems.
We never handle your full payment card details. All card data is captured and processed by Stripe, which is certified to PCI-DSS Level 1 — the highest level of certification available in the payments industry. We receive only limited, non-sensitive information from Stripe such as the card brand, the last four digits, and the transaction result.
No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
You must not, and must not permit any third party to:
The Services are provided from Hong Kong and may incorporate technology subject to export control and sanctions laws.
You represent and warrant that you are not located in, organised under the laws of, or ordinarily resident in a country or territory subject to comprehensive economic sanctions; named on any restricted or denied-party list maintained by the Hong Kong authorities, the United Nations, the United States (including the OFAC Specially Designated Nationals list), the United Kingdom, or the European Union; or acting on behalf of any such person.
You will not use, export, or re-export the Services in violation of any applicable export control or sanctions law. We may suspend or terminate the Services immediately if we determine, in good faith, that continuing would breach these laws.
We do not provide services to businesses in categories prohibited by our payment processor or by the card networks.
Except as expressly stated in these Terms, and to the maximum extent permitted by law, the Services are provided “as is” and “as available”, and we disclaim all other warranties, express, implied, or statutory, including merchantability, fitness for a particular purpose, non-infringement, and uninterrupted or error-free operation.
To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, goodwill, business opportunity, or data, however caused, even if advised of the possibility.
To the maximum extent permitted by law, our total aggregate liability arising out of or relating to these Terms and the Services, whether in contract, tort, or otherwise, will not exceed the total fees you paid to us in the 12 months immediately preceding the event giving rise to the claim.
Nothing in these Terms limits either party’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be limited. Section 15.3 does not limit your obligation to pay fees due.
You will defend, indemnify, and hold harmless Ladder Labs and its officers, employees, and contractors from any third-party claim, and any resulting losses, damages, liabilities, and reasonable legal costs, arising from Client Data, including any claim that it infringes rights or was collected or used unlawfully; your breach of Section 4.3, 13, or 14; or your marketing claims, products, or services.
These Terms and any dispute arising out of or in connection with them are governed by the laws of the Hong Kong Special Administrative Region, without regard to conflict-of-law rules. The parties submit to the exclusive jurisdiction of the courts of Hong Kong.
Before commencing proceedings, the parties will attempt in good faith to resolve any dispute by discussion for 30 days after written notice of the dispute.
If you have a billing concern, please contact us first at phil@ladder-labs.com. We resolve most billing issues within a few business days, which is faster than a card dispute and avoids fees for both of us.
DEEP INSIGHT SOLUTION LIMITED (trading as Ladder Labs)
Unit 2223, 22/F, Yan’s Tower, 25–27 Wong Chuk Hang Road, Aberdeen, Hong Kong
Email: phil@ladder-labs.com
Phone: +1 (949) 204-7671
Web: https://ladder-labs.com
Refund and Cancellation Policy · Website Privacy Notice · Contact