Terms

thechurnclinic.co.uk is run by The Churn Clinic. The Churn Clinic was founded by, and is run by, Lauren Matthews, and is based in the United Kingdom. In these terms, “we”, “us” and “our” mean The Churn Clinic.

You can contact us by replying to any email you have had from us, or by booking a time through our booking page.

The website is free to use. We don't guarantee that it will always be available or uninterrupted, and we may change, suspend or withdraw any part of it at any time. You are responsible for your own internet access and devices.

The website gives general information about The Churn Clinic and the Churn Clinic Install. It isn't advice, and you shouldn't rely on it as advice for your business.

Examples on the website, such as the sample Slack alert and the customer and company names in it, are illustrations of how the system works. They are not real customers and they are not promises about the results for your business.

We try to keep the website accurate and up to date, including our prices. If you book the Churn Clinic Install, your written proposal sets out exactly what you get and what you pay, and it takes priority over anything on the website.

We own, or have permission to use, the content of this website, including its text, design, graphics and photographs, and the names “The Churn Clinic”, “The Churn Clinic Install” and “Renewal Probability Engine”.

You may view, print or share pages for your own information, as long as you don't change them and you credit us. You may not reuse our content for commercial purposes without our written permission.

Other names mentioned on the website, such as HubSpot, Slack, Notion and Gainsight, are trade marks of their owners. We mention them only to describe what our service works with or how it compares. Mentioning them doesn't mean their owners endorse us.

You must not use the website:

• in any way that breaks the law, or is fraudulent or harmful;
• to try to gain unauthorised access to the website, the server it is stored on or any connected system;
• to introduce viruses or other harmful material, or to attack the website, for example with a denial-of-service attack;
• to collect content by automated means in a way that our robots.txt file doesn't allow, or that disrupts the website.

The website links to other websites, such as Calendly for booking calls and BrandOr, who built this website. We don't control those websites and we aren't responsible for their content or for how they use your information. Their own terms and privacy policies apply.

We provide the website free of charge and “as is”. 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 anything else that the law doesn't allow us to limit or exclude.

If you use the website as a business, then as far as the law allows we exclude all implied conditions, warranties and representations about the website and its content. We are not liable to you for any loss of profits, sales, business, revenue, anticipated savings, business opportunity, goodwill or reputation, for business interruption, or for any indirect or consequential loss, arising from your use of, or inability to use, the website or your reliance on its content.

If you use the website as a consumer, we provide it only for your domestic and private use, and we are not liable to you for any business losses. Your legal rights as a consumer are not affected.

We use established hosting and take reasonable steps to keep the website secure, but we can't guarantee that it will be free from bugs or viruses. Please use your own virus protection software.

We may update these terms from time to time. The version on this page when you use the website is the one that applies. The date at the top of the page shows when they were last updated.

These website terms, and any dispute or claim about them or the website (including non-contractual disputes or claims), are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Your proposal (sometimes called a statement of work) sets out the specifics for your business: the work, the fee, payment terms, dates and anything else we agree. It also names both parties to the contract. Together, your proposal and these terms form the contract between you and us. If your proposal and these terms conflict, your proposal takes priority.

Our services are for businesses only. By accepting a proposal, you confirm that you are acting for the purposes of your business and that you have authority to agree to these terms for it.

Terms in your purchase order or other documents don't apply unless we agree to them in writing. The version of these terms that applies is the one on this page on the date you accept your proposal.

The 30-minute strategy call is free and there is no obligation to go ahead. Anything we say on the call about what the system is likely to find is an initial view, not a promise.

You don't need to send us your customers' personal details before you are a client. Talking us through your accounts, or sharing your screen, is enough. Our privacy policy explains how we treat anything you do share.

If we both want to go ahead after the call, we will confirm the details in a written proposal. The contract starts when you accept the proposal in writing (email is fine). We will then agree a kickoff date with you, and the timeline runs from kickoff.

Unless your proposal says otherwise, the Churn Clinic Install includes:

• a Signal Architecture audit of the churn signals already in your tools;
• a Renewal Probability Score for each customer, built and calibrated to your business and living in your HubSpot;
• an AI Trigger Layer that posts alerts and recommended actions to your Slack at the time you choose;
• risk-tiered Intervention Playbooks (critical, high and medium);
• a Feedback Loop, so the score learns from renewal outcomes; and
• a full handover, so that you own and run the system.

We aim to have your system live within 30 days of kickoff. That timeline depends on you giving us timely access and input (see section 15). The 30-day install is built around HubSpot. If you use a different CRM, your proposal sets out the scope and timeline.

We will carry out the work with reasonable care and skill.

To deliver on time, we need you to:

• give us timely access to HubSpot, Slack and the other tools in scope, with the permissions we need, and remove that access when the work is finished;
• name one person who can answer our questions and make decisions, and reply to us within a reasonable time;
• give us accurate and complete information;
• make sure you have the subscriptions, licences and permissions needed for the tools the system runs in, and that we are allowed to access them for this work;
• make sure you are allowed to share your customers' data with us for this work (see section 22); and
• keep your own backups of your data, as far as your tools allow.

If a delay is caused by something we are waiting on from you, the timeline moves back to match, and we are not responsible for that delay.

The Churn Clinic Install is sold for a fixed fee. Our website shows the standard fee, currently £2,500. The fee that applies to you, whether VAT is added, and when and how payment is due are set out in your proposal and invoice. There is no retainer and no ongoing platform fee from us.

The fixed fee doesn't change unless you ask for extra work (see section 18).

You are responsible for your own subscriptions to the third-party tools and services the system runs in or connects to, such as HubSpot, Slack and Notion, and for any usage charges they make, unless your proposal says otherwise.

If you pay late, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and we may pause the work until the overdue amount is paid.

Your proposal explains how the guarantee is assessed and what happens to the rest of the install if it applies. The guarantee is in addition to your other rights under the contract.

If you want to change the scope, or add work that isn't in your proposal, tell us. Before we start, we will confirm in writing whether we can do it and any effect on the timeline or the fee. Nothing changes until we have both agreed in writing (email is fine).

Your materials

You keep ownership of your data, content and systems. You give us permission to use them only to deliver the work.

What we build for you

Once the fee has been paid, you own the deliverables we create specifically for you, including your score set-up, triggers, playbooks and documentation.

Our methods and brand

We keep ownership of the methods, frameworks, templates, know-how and tools that we had before working with you or develop independently, and of our names and brands, including “The Churn Clinic”, “The Churn Clinic Install” and “Renewal Probability Engine”. Where any of this is built into your deliverables, we give you a permanent, royalty-free, non-exclusive licence to use, copy and adapt it as part of your system for your own business. You may pass this licence on to anyone who buys your business, and it continues after our work ends.

Third-party tools

HubSpot, Slack and the other tools the system runs in belong to their providers and are used under your own agreements with them.

Third-party tools. The system runs inside tools provided by other companies, such as HubSpot and Slack. We don't control them. Their availability, features, pricing, limits and terms can change, and we aren't responsible for the effect of those changes on the system.

AI-written content. The AI Trigger Layer uses AI to write situation summaries and recommend actions. AI can make mistakes, so a person should check summaries, scores and recommendations before you act on them.

Results. The Renewal Probability Score is a prediction based on the data available, not a certainty. Apart from the diagnostic guarantee, we don't promise that any particular customer will renew, or that you will reach any particular retention or revenue figure. Decisions about your customers, and how you act on alerts, are yours.

When we hand over, the system is yours to run. Unless your proposal says otherwise, ongoing support, maintenance, monitoring and updates after handover are not included. We aren't responsible for the effect of changes that you, your tool providers or anyone else make to the system or your tools after handover. If you would like further help, just ask and we can agree it separately.

Each of us will comply with UK data protection law, including the UK GDPR and the Data Protection Act 2018. Our privacy policy explains how we handle personal information where we are the controller, such as your team's contact details.

For personal information about your customers and users that we access while doing the work, you are the controller and we are your processor. This section sets out our data processing terms. If we also sign a separate data processing agreement with you, that agreement takes priority.

Details of the processing

• Subject matter and purpose: building, calibrating and handing over your churn-prediction system.
• Duration: the length of the engagement, until the data is deleted or returned.
• Nature: accessing, reviewing, analysing, structuring and scoring data held in your systems.
• Types of personal data: contact details, job titles, product usage and activity data, survey and NPS responses, support tickets, call notes or summaries, and account, renewal and billing information.
• People concerned: your customers' contacts and users.

What we will do as your processor

• Use the data only on your documented instructions, which include this contract, unless the law requires otherwise (in which case we will tell you first, if the law allows).
• Make sure anyone who handles the data is bound by confidentiality.
• Take appropriate technical and organisational measures to keep it secure.
• Use another processor (a sub-processor) only with your written authorisation and under a written contract that gives the same protection. You authorise the sub-processors named in your proposal or data processing agreement. We will tell you in advance about any new or replacement sub-processor so you can object, and we remain responsible for the sub-processors we use.
• Help you, where reasonable, to respond to people using their data protection rights, and with your obligations on security, breach notification and data protection impact assessments.
• Tell you without undue delay after becoming aware of a personal data breach affecting your data.
• At the end of the work, delete or return the data, as you choose, unless the law requires us to keep it.
• Give you the information you reasonably need to show that we meet these obligations, and allow for and contribute to audits, including inspections, by you or an auditor you appoint.
• Not transfer the data outside the UK unless the safeguards required by law are in place.

What you are responsible for

• having a lawful basis for us to process your customers' data for this work;
• telling your customers, in your privacy notice, how their information is used, including for churn scoring;
• giving us access only to the data we need for the work; and
• making sure the way you use the score and alerts complies with data protection law, including the rules on automated decision-making.

Each of us will keep the other's confidential information confidential and use it only for the engagement. This doesn't apply to information that is already public (other than through a breach of this section), that the other party already had or developed independently, or that the law requires to be disclosed. Either of us may share confidential information with professional advisers who must keep it confidential.

We won't name you as a client, or publish your results or a case study about your business, without your written permission. This section continues after the engagement ends.

Nothing in this contract limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that the law doesn't allow to be limited or excluded.

Subject to that:

• we are not liable for any loss of profits, revenue, customers, contracts, business, goodwill or anticipated savings, or for any indirect or consequential loss, however it arises;
• we are not liable for problems caused by third-party tools, by changes made to the system or your tools after handover, or by you not meeting your responsibilities in section 15;
• our total liability to you arising out of or in connection with each engagement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total fees paid and payable by you for that engagement; and
• apart from the promises in this contract, we give no other warranties, and terms implied by law are excluded as far as the law allows.

We think these limits are fair: the fee is fixed, the system runs in your own tools, and decisions about your customers stay with you.

If you want to stop the work, tell us in writing. Unless your proposal says otherwise, you pay a fair proportion of the fee for the work done up to that point, subject to the diagnostic guarantee.

Either of us can end the contract straight away by writing to the other if the other:

• seriously breaches the contract and doesn't put it right within a reasonable time of being asked to; or
• becomes insolvent, enters administration, liquidation or a similar process, or stops trading.

When the contract ends, you pay for work done up to that date (subject to the diagnostic guarantee), we delete or return your customers' data as set out in section 22, and you remove our access to your systems. Sections 19, 22, 23, 24 and 27 continue to apply.

Neither of us is responsible for a delay or failure caused by events outside our reasonable control, such as outages or changes at third-party platforms, internet failures, serious illness or extreme events. If this happens, we will tell you as soon as we can and agree a revised timeline. If it goes on so long that the work can't sensibly be finished, either of us can end the contract, and you pay only for work done. This doesn't affect payment for work already done.

• Whole agreement. Your proposal and these terms are the whole agreement between us about the engagement. Neither of us has relied on anything that isn't written in them, but this doesn't limit liability for fraud.
• Transfer. Neither of us may transfer the contract to someone else without the other's written agreement, which won't be unreasonably withheld.
• Third parties. Only you and we have rights under this contract. Nobody else can enforce it under the Contracts (Rights of Third Parties) Act 1999.
• If part is invalid. If a court decides that any part of the contract can't be enforced, the rest still applies.
• Delays in enforcing. If either of us doesn't enforce a right straight away, we can still enforce it later.
• Notices. Notices under the contract must be in writing, and email is fine. We will use the email address in your proposal, and you can use the email address we correspond with you from.
• Disputes. If something goes wrong, tell us first and we will try to resolve it quickly and in good faith.
• Governing law. The contract, and any dispute or claim arising out of or in connection with it (including non-contractual disputes or claims), is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.