Senso Follow-through business terms

1. Who we are and your order

1.1 Senso

Senso Follow-through is provided by Senso Access Ltd (“Senso”, “we”, “us”, “our”).

We are registered in England and Wales under company number 17501820. Our registered office is 116a Wennington Road, Rainham, Essex, RM13 9DG.

Our ICO registration number is ZC291814.

Contact us at support@wearesenso.com.

1.2 Your agency

“You” and “your” mean the estate agency identified in the order.

These terms apply to business customers. The person accepting them must have authority to enter into the contract for the agency.

1.3 The order

Our reply email sets out your tier, agreed scope, setup fee, monthly fee and start date. It also identifies any agreed extras and when monthly billing begins. This email is your order.

Your contract starts when you accept that order by email. The contract consists of the order, these terms and Schedule 1.

Schedule 1 takes priority on the processing of your client data. The order takes priority on scope, fees and dates. Any other departure from these terms must be expressly agreed in writing.

2. What we provide

2.1 Nila

Nila is the assistant you use through Telegram.

Your authorised staff send a message or voice note. Nila prepares a proposed change to your records system.

Nila shows a preview and requires a fresh “Yes” from an authorised member of staff before each change. Earlier approval does not approve later changes.

The service can add or update contacts, add notes and create or move follow-up tasks within the agreed scope.

Nila sends your staff a morning list with draft messages. Your staff send every client message themselves. Nothing is sent to clients automatically.

2.2 Undo

Staff can undo a records change within 24 hours.

Nila never deletes a real contact. Undo does not override this rule. If an added contact needs removal, your authorised staff must handle that in your records system.

2.3 Tier 1

Tier 1 covers:

• One branch.
• One supported records system.
• One seller group.
• One follow-up workflow.

The order sets out any other tier or additional scope.

2.4 Setup

Setup runs during the first two weeks from the agreed start date.

During setup, we agree the seller group, timing, wording, staff responsibilities, record fields and escalation arrangements.

You must provide the agreed access and information in time. If missing access or information affects setup, we will explain the effect and agree revised dates with you.

3. Your responsibilities

You must:

• Give us authorised access to the agreed records system and Telegram channel.
• Keep your accounts secure and tell us promptly when staff access should end.
• Provide lawful, relevant and reasonably accurate information.
• Read each preview before giving a fresh “Yes”.
• Check draft messages and send every client message yourself.
• Tell your clients how their data is used.
• Maintain a lawful basis for processing and contacting your clients.
• Honour objections, preferences and requests to stop contact.
• Keep your own records and working arrangements lawful.

You must not provide special-category data or criminal-offence data. This includes health information and criminal allegations or convictions.

You must tell us about records-system rules that could send a client message when a record changes. We will check the relevant rules with you before enabling writes. You must not later enable such rules for Nila’s changes without agreeing a safe arrangement with us.

Staff approval does not remove our responsibility to provide the service with reasonable care and skill.

4. Fees and contract length

4.1 Fees

Prices are agreed in the order. We do not publish a standard price list.

The setup fee is payable before setup starts, unless the order sets out staged payments.

The monthly fee is payable in advance, from the billing date stated in the order.

The order states whether the prices include VAT.

Connections to other systems, paid data and voice services are quoted separately. We will obtain your agreement before charging for an extra.

4.2 Monthly contract

The service runs month to month. There is no minimum term.

Either party may end the contract by giving 30 days’ written notice. Notice can be given at any time. It does not have to fall on a billing date.

4.3 Payment problems

Tell us promptly if you dispute an invoice. Explain the amount and reason.

If an undisputed payment remains overdue, we may suspend the service after written notice and a reasonable opportunity to pay.

5. Service and support

We provide monitoring and the support agreed in your order.

We will use reasonable care and skill when setting up and running the service.

We do not promise uninterrupted availability or a particular uptime level. The service depends on Telegram, your records system and other providers.

We will notify you in advance of planned changes that materially affect your use of the service. Urgent security work may require shorter notice.

Support hours and any response targets must be agreed in the order. A response target is not a promise that an issue will be resolved within that time.

6. Drafts and suggestions

Nila uses AI to interpret your messages and prepare proposed changes and drafts.

These outputs can contain mistakes. They may miss context or identify the wrong person or task.

You must check names, contact details, dates, facts and wording before approving a change or sending a message.

We do not promise accuracy, time or cost savings, leads, instructions, sales or other business results.

The service does not provide legal, financial, surveying or other professional advice.

7. Ownership

You retain ownership of your data and the messages your staff send. As between you and Senso, you may use and edit the drafts prepared for your agency.

Senso retains ownership of its templates, prompts, software, methods and know-how.

During the contract, we give your authorised staff permission to use the service and its setup for your agency’s internal business purposes.

You give us permission to use your data only as needed to provide the agreed service and meet our legal duties. Processing of client personal data is governed by Schedule 1.

8. Data protection

You are the controller of your agency’s client personal data. You decide why it is used and give us lawful instructions.

Senso acts as your processor for that data. Schedule 1 is the data processing agreement between us.

Senso acts as controller for the business contact, contract, billing and support data it uses to manage its relationship with your agency.

Our agent service privacy notice explains that separate use. It does not replace Schedule 1 or extend our permission to use your client data.

9. Confidentiality

Each party must keep the other party’s confidential information secure and use it only for the contract.

It may be shared with people who need it to perform the contract and who are bound by confidentiality duties.

This duty does not cover information that is already public, was lawfully known beforehand or is lawfully obtained elsewhere.

Disclosure required by law is permitted. Where lawful, the disclosing party must give advance notice.

These duties continue after the contract ends.

10. Liability

Neither party is liable to the other for indirect or consequential loss arising from the contract.

Subject to the exceptions below, Senso’s total liability arising from or connected with the contract is limited to the fees you paid us in the 12 months before the claim.

This limit applies across the contract, including Schedule 1.

Nothing in the contract excludes or limits liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any liability that cannot lawfully be excluded or limited.

The contract does not restrict an individual’s rights under data protection law or a regulator’s powers.

11. Ending the contract

11.1 Notice

Either party may end the contract on 30 days’ written notice.

Send your notice to support@wearesenso.com. We will send ours to the agency contact named in the order.

11.2 Serious problems

Either party may end the contract if the other commits a material breach that cannot be put right.

For a breach that can be put right, the party ending the contract must first give written notice and a reasonable opportunity to fix it.

We may suspend affected processing immediately where needed to protect data or prevent unlawful use. We will explain the reason unless the law prevents us from doing so.

11.3 Final charges

Monthly fees remain payable until the contract ends.

Monthly fees already paid are not refunded. If the contract ends part way through a billing month, you keep access to the service until the end of that month.

If the service cannot pass the agreed test run on your account during setup, we will refund the setup fee you have paid.

If the order includes a trial period, the order states what you pay if you stop during that period or at the end of it. You decide whether to continue. If you stop, the service ends and no later instalment or monthly fee is charged.

In any other case, a setup fee already paid is not refunded.

Any agreed extras already supplied remain payable.

11.4 Data and access

We will stop running the service and remove our access when the contract ends.

We will return or delete client data as set out in Schedule 1. Records already held in your records system remain under your control.

Confidentiality, payment obligations already incurred and provisions intended to apply after termination will continue.

12. Changes, law and contact

Changes to the agreed scope or fees require written agreement.

We will give at least 30 days’ written notice of proposed material changes to these terms. They apply to your existing contract only if agreed in writing.

If a change is legally required sooner, we will explain the requirement and its effect. Either party may end any affected service that can no longer lawfully continue.

The contract is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over disputes.

For notices, support or questions, email support@wearesenso.com.

1. Parties and instructions

1.1 Roles

The controller is the agency identified in the order.

The processor is Senso Access Ltd, company number 17501820, of 116a Wennington Road, Rainham, Essex, RM13 9DG. Its ICO registration number is ZC291814.

The agency must confirm that it controls the client data covered by the service. If another organisation controls that data, the correct parties and instructions must be agreed before processing starts.

1.2 Applicable law

“Data protection law” means the UK GDPR, the Data Protection Act 2018 and other applicable UK data protection legislation, as amended.

“Personal data”, “controller”, “processor” and “personal data breach” have their meanings under that law.

1.3 Instructions

We will process client personal data only on your documented instructions. These include the order, this schedule and instructions from your authorised staff.

Each proposed records change still requires a preview and a fresh “Yes”.

We will immediately tell you if we consider an instruction to breach data protection law. We will pause that processing while the issue is resolved.

If the law requires processing outside your instructions, we will tell you before processing unless the law prohibits this.

2. Purpose and duration

We process data to provide the agreed Senso Follow-through service.

Processing includes receiving messages and voice notes, transcription, interpretation, preparing previews, recording approved changes, preparing staff lists and draft messages, and supporting undo.

It also includes storage, retrieval, security monitoring, support, export and deletion needed to run the service.

We will not sell client data, use it for our advertising or use it to train models. We will require the same restriction on model training from providers processing it for us.

Processing lasts for the contract and the limited return or deletion period in section 12 of this schedule.

3. People and data

3.1 People

The data concerns people within the agreed seller group. These may include sellers, prospective sellers and relevant contacts mentioned in their records.

It may also include authorised agency staff whose messages and actions are recorded.

3.2 Data

The data may include:

• Names, telephone numbers, email addresses and property addresses.
• Property interests, plans, timing, budgets and relevant preferences.
• Conversation notes, tags, follow-up dates and task status.
• Staff messages, voice recordings and transcripts.
• Draft messages and approved record changes.
• Record identifiers, approval records and service activity logs.

3.3 Excluded data

Special-category data and criminal-offence data are outside the agreed scope.

You must not send this data or include it in records made available to Nila.

If we discover it, we will restrict its use, tell you and arrange its removal or return under your instructions.

4. Locations and channels

4.1 Senso storage

The service, database, audio and transcript storage use Google Cloud in London, region europe-west2.

Gemini processing through Google Vertex AI takes place in an EU region.

Speech to text through Google Chirp 3 takes place in an EU region.

4.2 Your services

Telegram is your chosen communication channel. It handles and stores messages under its own terms.

Your records system holds the contacts, notes and tasks written to it.

Telegram and your records-system provider are your own providers. They are not appointed by Senso as sub-processors under this schedule.

You are responsible for your arrangements with them. We remain responsible for our own processing and use of access.

4.3 Service email

Resend provides service email. Client data must be limited to what is needed for that purpose.

Resend does not give Nila permission to send messages to your clients.

4.4 International transfers

We will not make a restricted international transfer without your documented instructions and a lawful transfer mechanism.

Before such a transfer, we will identify the destination and safeguards. Where required, these will include approved contractual protections and the relevant transfer assessment.

A stated hosting region does not by itself authorise overseas access or onward transfers.

5. Retention

Audio recordings held by Senso are deleted after seven days.

Transcripts held by Senso are deleted after 30 days.

You may instruct us to use shorter periods. We will confirm them in writing.

The database is backed up daily in London. Backups are kept for seven days. Deletions are reapplied after a restore.

Other client data is kept only as needed to run and secure the service, follow your instructions and complete the exit process.

Records written to your records system follow your retention arrangements. Copies in Telegram follow your arrangements with Telegram.

These service deletion periods do not delete copies held in your own systems.

6. Approvals and client messages

Every change to your records system requires a preview and a fresh “Yes” from authorised staff.

A general instruction or earlier approval cannot replace that confirmation.

Nila sends lists and drafts to your staff. Your staff send every client message themselves.

Before enabling writes, we will check with you that the relevant records-system rules create tasks only and do not cause client messages to be sent.

Changes can be undone within 24 hours. Nila never deletes a real contact.

7. Lawful contact

You decide whether a client may lawfully be contacted and through which channel.

You are responsible for privacy information, any required consent, marketing rules and contact preferences.

You must keep objections and requests to stop contact up to date in the records available to the service.

Preparing a draft does not establish permission to send it.

Newsletter sending is not included in this schedule.

8. Individual rights

We will help you respond to requests to access, correct, export, restrict or delete personal data, and to objections.

We will provide the relevant assistance within 10 working days of your request. We will act sooner where needed to help you meet a legal deadline.

If someone contacts us directly about data we process for you, we will pass the request to you promptly and within five working days.

We will not respond substantively without your instructions unless the law requires it.

You remain responsible for changes or deletion in your records system. Nila’s rule against deleting a real contact does not prevent lawful deletion of copies held by Senso.

9. Security and assistance

9.1 Security measures

We will maintain appropriate technical and organisational measures for the risks involved.

These will include:

• A Google Cloud project dedicated to your agency’s service.
• Encryption in transit and at rest.
• Access limited to authorised people who need it to run or support the service.
• Confidentiality duties for those people.
• Access keys held in Google Secret Manager and excluded from logs.
• Restricted operator access through Google sign-in.
• Client names, contact details and note text excluded from diagnostic traces and alerts.
• Records of approvals and writes.
• Backup, restoration and deletion controls.
• Regular checks of whether the security measures remain effective.

9.2 Assistance

Taking account of the processing and information available to us, we will help you meet your duties on security, breaches, data protection impact assessments and consultation with the ICO.

9.3 Evidence and audits

We will provide information needed to demonstrate compliance with this schedule.

We will allow and contribute to audits and inspections by you or an auditor you appoint. Reasonable notice and confidentiality arrangements may be used, but must not prevent a necessary audit.

10. Sub-processors

You authorise the following providers for the stated purposes.

The relevant contracting legal entities and transfer arrangements must be recorded in the order or an accompanying provider list before client data is shared with them.

We will give you at least 30 days’ written notice before adding or replacing a sub-processor. The notice will explain its purpose and processing location.

You may object on reasonable data protection grounds during that period. We will discuss an alternative. We will not share your data with the proposed provider while the objection remains unresolved.

If no suitable alternative is agreed, either party may end the affected service before the change takes effect.

We will impose equivalent data protection obligations on each sub-processor. We remain responsible to you for its performance of those obligations.

11. Personal data breaches

We will notify you without undue delay after becoming aware of a personal data breach affecting your data. Notification will be no later than 72 hours after awareness.

We will not wait for a complete investigation before giving initial notice.

As information becomes available, we will explain:

• What happened.
• The types and approximate amounts of data and people affected.
• The likely consequences.
• What we have done or propose to do.
• How to contact us for further information.

We will provide updates and help you assess whether the ICO or affected people must be notified.

You remain responsible for notifications required of you as controller. Our 72-hour maximum does not extend your own legal deadline.

12. Ending and deletion

This schedule starts when the contract is accepted. It continues until we have completed the required return or deletion.

Either party may end the service on 30 days’ written notice under the business terms.

At the end, you may choose return or deletion of client personal data held by Senso.

We will complete your choice within 30 days of the end date. Returned data will be in a commonly used file format. After return, we will delete our remaining copies.

Deletion includes backup copies when they expire, within that 30-day period. We will confirm completion in writing.

If you give no choice, we will delete the data within that period.

Where UK law requires us to retain particular data, we will identify the requirement and retention period unless prohibited. We will protect that data and use it only for the required purpose.

Data in your records system and Telegram remains subject to your arrangements with those providers.

13. Acceptance

Your authorised acceptance of the order also accepts this schedule. No separate signature is required.

The order must identify the agency’s legal name, address and authorised contact.

We will not process real client data until the contract has been accepted and the controller’s identity has been confirmed.