Terms of service

Last updated 1 November 2026 · Lilium Group Ltd (company number 17549926)

1. About these terms

1.1 Who we are. These terms are made between Lilium Group Ltd, a company registered in England and Wales with company number 17549926, whose registered office is at 4th Floor Office, 205 Regent Street, London, W1B 4HB, United Kingdom, trading as HeyWilliam (“we”, “us”, “our”), and the business that signs up for or uses the Platform (“Client”, “you”, “your”).

1.2 Accepting these terms. You accept these terms when you sign an Order Form, create a Workspace, start a free trial or paid subscription, or use the Platform. If you accept them on behalf of a business, you confirm that you have authority to bind that business.

1.3 Business customers only. The Platform is for business use only. By accepting these terms you confirm that you are acting for purposes relating to your trade, business, craft or profession and not as a consumer, and that every Authorised User is at least 18. Because you are not a consumer, the consumer protections in the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including the 14-day cooling-off period, do not apply.

1.4 Documents that form the agreement. The agreement between us (“Agreement”) consists of: (a) any Order Form; (b) the Data Processing Addendum (“DPA”) at https://heywilliam.co.uk/dpa; (c) the Schedule 1 module for the product you use; and (d) these terms. If they conflict, they take priority in that order, except that the DPA always prevails on the processing of personal data. Our Privacy Notice at https://heywilliam.co.uk/privacy explains how we handle personal data as a controller; it is for information and is not part of the Agreement.

2. Definitions

In these terms:

3. AI agents, External Integrations and Generated Output

3.1 Authorising Agent Operations. The Platform’s AI agents carry out Agent Operations within the instructions, permissions, approval steps and limits set in your Workspace. You authorise us to carry out Agent Operations as configured in your Workspace. Agent Operations are carried out on your behalf and in your name, and you are responsible for their results as if you had carried them out yourself.

3.2 Limits of AI and your oversight. AI systems can misunderstand instructions and produce output that is wrong, incomplete or unexpected. Some Agent Operations, such as sending a message, submitting a document or making a booking, cannot be undone once carried out. You are responsible for: (a) setting appropriate instructions, permissions, spending limits and human approval steps, and in particular requiring human approval before any Agent Operation that has legal, financial, regulatory or health consequences; (b) checking the Client Materials and External Integrations you connect; and (c) reviewing Generated Output and monitoring Agent Operations. Generated Output is not legal, tax, customs, medical or other professional advice.

3.3 Our right to intervene. We may slow down, pause, require manual approval for, or block any Agent Operation if we reasonably believe it breaches the Agreement, the law or the rules of an External Integration, or creates a security or operational risk. We will tell you promptly when we do this, unless the law or a security reason prevents us.

3.4 Ownership of Generated Output. As between us, you own your Prompts. Subject to your compliance with the Agreement, we assign to you any rights we have in Generated Output. We do not promise that Generated Output is unique or that it does not infringe anyone else’s rights. Other users who give similar inputs may receive similar output. You are responsible for checking Generated Output before you rely on it or share it.

3.5 External Integrations. The Platform may send Client Materials to External Integrations when you direct it to. When an Agent Operation uses an External Integration, we act only as a technical channel: you contract directly with the third-party provider, and we are not a party to that contract or to any dispute under it. External Integrations are governed by their providers’ own terms and privacy policies. We are not responsible for their availability, changes, suspension of your account, or withdrawal of their service. We may add, change or remove connectors where a provider changes or withdraws its service, or for legal or security reasons.

3.6 AI transparency. Where the law requires people to be told that they are dealing with an AI system or that content was generated by AI (including, where it applies, the EU Artificial Intelligence Act), you are responsible for telling the people you communicate with through the Platform. We will provide reasonable features to help you do so.

4. Using the Platform

4.1 Licence. Subject to payment of the fees and your compliance with the Agreement, we grant you a non-exclusive, non-transferable right, during the Subscription Term, to access and use the Platform, and to let your Authorised Users do so, for your own internal business purposes.

4.2 Plans and changes to the Platform. Your plan or Order Form sets out the features, usage limits, connected channels and credits included. We may offer free trials, which last 14 days unless we tell you otherwise. We improve the Platform continually and may change its features. We will not make a change during your Subscription Term that materially reduces the core functionality of your plan unless it is needed for legal, security or third-party reasons. If we do, we will give you as much notice as we reasonably can, and you may end your subscription and receive a refund of any prepaid fees for the period after it ends.

4.3 Support. Support is available by email at [email protected] during UK business hours (9:00 to 17:30 on Business Days). We will use reasonable efforts to respond promptly and to keep the Platform available, but unless a separate service level agreement is signed, we do not guarantee response times or uptime. Planned maintenance will be announced in advance where practical.

4.4 Workspace security. You must give accurate registration details and keep them up to date. You must keep Workspace passwords, API keys and External Integration credentials confidential, and you are responsible for activity in your Workspace unless it results from our breach of the Agreement. Tell us promptly at [email protected] if you suspect unauthorised access. If you use single sign-on, you confirm that you are entitled to use it to give us access.

4.5 Your responsibilities. You and your Authorised Users must: (a) comply with all laws that apply to your use of the Platform, including UK and other applicable sanctions and export controls; (b) comply with the terms of your External Integrations; (c) have all rights, notices, consents and lawful bases needed to provide Client Materials to us and to let us process any personal data in them; and (d) use the Platform within your plan limits and in line with its documentation.

4.6 Things you must not do. You must not, and must not allow anyone else to: (a) use the Platform unlawfully; (b) get around or disable security controls, usage limits or safety guardrails; (c) disrupt or overload the Platform or its infrastructure; (d) copy, modify, reverse engineer, decompile or disassemble the Platform, or try to extract its source code, models or architecture, except to the extent the law does not allow this to be prohibited; (e) access the Platform by scraping or through interfaces we have not approved; (f) use the Platform or Generated Output to build, train or benchmark a competing product, AI model or service; or (g) resell, sublicense or make the Platform available to third parties without our written permission.

5. Intellectual property and data

5.1 Our intellectual property. We and our licensors own all intellectual property rights in the Platform, including its software, AI configuration, documentation and trade marks, and in any improvements to it. You receive no rights in the Platform except those expressly granted in the Agreement.

5.2 Your Client Materials. You own your Client Materials. You grant us a non-exclusive, royalty-free licence, for the duration of the Agreement and any post-termination period in clause 7.4, to host, copy, process, transmit and display Client Materials only as needed to provide, secure and support the Platform for you, carry out Agent Operations and produce Generated Output. We do not use Client Materials, or any personal data in them, to train or improve AI models, ours or anyone else’s, without your prior written agreement. We require the AI model providers we use to give the same commitment.

5.3 System Telemetry and feedback. We may collect and use System Telemetry to operate, secure and improve our services. We will not disclose it in a form that identifies you or any individual. If you give us suggestions or feedback about the Platform, we may use them freely without paying you or naming you.

5.4 Open-source software. Where part of the Platform is provided under an open-source licence, that licence governs that part to the extent it conflicts with these terms.

5.5 Data protection. Each party will comply with Data Protection Law. Where we process personal data on your behalf in providing the Platform, you are the controller and we are your processor, and the DPA applies and forms part of the Agreement, without needing to be signed separately. The DPA lists our sub-processors and the safeguards we use for transfers outside the UK and EEA. Where we process personal data for our own purposes, such as managing your account and billing, we are a controller and our Privacy Notice applies.

5.6 Special category and restricted data. You must not put into the Platform special category personal data (such as health data), criminal offence data or payment card data unless the Schedule 1 module for your product expressly allows it. Where a module allows special category data, you remain responsible for having a valid lawful basis and condition for processing it, and we will process it only in line with the DPA and that module.

5.7 Confidentiality. Each party will keep the other’s confidential information confidential, and use it only to perform or receive the benefit of the Agreement. Each party may share it with its employees, contractors and advisers who need to know it and are bound by similar duties, and as required by law or a regulator. This does not apply to information that is or becomes public other than through a breach of the Agreement, that the recipient already had or developed independently, or that it lawfully received from someone else without restriction.

6. Fees, payment and suspension

6.1 Fees and billing. Subscription fees are as shown on our website or Order Form, in pounds sterling unless stated otherwise, and are billed in advance monthly or annually as you choose. You must keep valid payment details on file and authorise us and our payment provider to charge them at the start of each billing period, including renewals.

6.2 VAT and taxes. Fees exclude VAT and other taxes, which you will pay in addition at the applicable rate.

6.3 Refunds. Fees already paid are non-refundable, except where these terms say otherwise or the law requires.

6.4 Price changes. We may change our prices by giving you at least 30 days’ notice by email. The new price applies from your next billing period after the notice ends. If you do not accept the change, you may cancel before it takes effect.

6.5 Late payment. If you do not pay an amount when due, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

6.6 Suspension. We may suspend or restrict your access to the Platform: (a) if any amount is unpaid 14 days after we notify you that it is overdue; or (b) if we reasonably believe your use breaches the Agreement or the law, infringes someone else’s rights, threatens the security or stability of the Platform or an External Integration, or exposes us to significant legal liability. Where practical, we will give you notice and a chance to put things right first, and we will limit any suspension to what is reasonably needed. We will restore access promptly once the reason for suspension is resolved. We do not routinely monitor Client Materials, but may review them where needed for these purposes or to provide support you ask for.

7. Term and ending the Agreement

7.1 Term and renewal. The Agreement starts when you accept it and continues for the Subscription Term. Subscriptions renew automatically for further periods of the same length (monthly or annually) unless you cancel before the end of the current period. We will remind you by email at least 30 days before an annual subscription renews.

7.2 Cancelling. You may cancel at any time in your Workspace settings or by emailing [email protected]. Cancellation takes effect at the end of your current billing period.

7.3 Ending the Agreement for breach or insolvency. Either party may end the Agreement immediately by written notice if the other party: (a) commits a material breach that cannot be remedied, or that it fails to remedy within 14 days of being asked to in writing (7 days for non-payment); or (b) becomes insolvent, enters administration, liquidation or a similar process, or stops trading. If you end the Agreement because of our breach, we will refund any prepaid fees for the period after it ends.

7.4 What happens when it ends. When the Agreement ends, your right to use the Platform stops. For 30 days afterwards you may export your Client Materials, and we will help you do so on reasonable request. After that we will delete Client Materials, including personal data, in line with the DPA, unless the law requires us to keep them. Clauses 2, 3.4, 4.6, 5, 6 (for amounts already due), 7.4, 8, 9 and 10, and any other terms intended to continue, remain in force after the Agreement ends.

8. Warranties, liability and indemnities

8.1 Our commitment. We will provide the Platform with reasonable care and skill and substantially in line with its documentation. If it does not, tell us and we will use reasonable efforts to correct it. If we cannot do so within a reasonable time, either party may end the affected subscription and we will refund prepaid fees for the period after it ends.

8.2 What we do not promise. Except as set out in clause 8.1, and to the extent the law allows, we exclude all other warranties, conditions and terms, whether implied by statute, common law or otherwise, including terms as to satisfactory quality and fitness for a particular purpose. In particular, we do not promise that the Platform will be uninterrupted or error-free, that Generated Output will be accurate or complete, that configured guardrails will prevent every unintended Agent Operation, that External Integrations will remain available, or that you will achieve any particular business result. The Platform depends on the internet and on third-party services, and may be affected by delays and problems outside our control.

8.3 Liability that is not limited. Nothing in the Agreement limits or excludes either party’s liability for: (a) death or personal injury caused by its negligence; (b) fraud or fraudulent misrepresentation; (c) your obligation to pay fees; (d) your obligations under clause 8.6; or (e) anything else that cannot be limited or excluded by law.

8.4 Losses neither party is liable for. Subject to clause 8.3, neither party is liable to the other, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for: (a) loss of profits, revenue, business, contracts, anticipated savings or goodwill, whether direct or indirect; (b) any indirect or consequential loss; or (c) loss or corruption of data, except that we will be liable for the reasonable cost of restoring Client Materials from our most recent backup where the loss was caused by our breach.

8.5 Cap on liability. Subject to clause 8.3, each party’s total liability arising out of or in connection with the Agreement in each 12-month period starting on the date you first accepted it is limited to 50% of the total fees paid by you to Lilium Group Ltd or any of its affiliates in that 12-month period. This limit also applies to breach of clause 5.5, 5.7 or the DPA.

8.6 Your indemnity. You will indemnify us against losses, damages, fines, costs and expenses (including reasonable legal fees) arising from any third-party claim, or any regulatory investigation, that results from: (a) Client Materials, including your not having the rights, notices, consents or lawful basis needed to provide them; (b) your use of the Platform in breach of the Agreement, External Integration terms or the law; or (c) Agent Operations you configured or approved, except to the extent the claim results from our breach of the Agreement.

8.7 Our indemnity. We will indemnify you against losses, damages, costs and expenses (including reasonable legal fees) arising from any third-party claim that your use of the Platform in line with the Agreement infringes that third party’s UK intellectual property rights. This does not apply to claims arising from Client Materials, Generated Output, External Integrations, or changes or combinations not made by us. If such a claim is made or likely, we may change the Platform so that it does not infringe, obtain a licence for you, or end the affected subscription and refund prepaid fees for the period after it ends.

8.8 Conduct of claims. A party seeking an indemnity must tell the other party promptly about the claim, let it control the defence and settlement (provided no settlement admits fault on the indemnified party’s behalf without its consent), give reasonable help at the indemnifying party’s cost, and not admit liability without the indemnifying party’s consent.

8.9 Why these limits are reasonable. Our fees reflect the allocation of risk in this clause 8. You are responsible for checking Generated Output and approving Agent Operations, and can insure against business losses. If you need a higher liability cap, contact us about an Order Form.

9. Governing law and disputes

9.1 Governing law. The Agreement, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it, is governed by the law of England and Wales.

9.2 Resolving disputes. If a dispute arises, either party may notify the other in writing, and senior representatives of both parties will try in good faith to resolve it within 30 days. If they cannot, the parties may agree to try mediation before starting court proceedings. Nothing in this clause stops either party from seeking urgent injunctive relief.

9.3 Jurisdiction. The courts of England and Wales have exclusive jurisdiction over any dispute or claim arising out of or in connection with the Agreement.

10. General

10.1 Publicity. While you have a paid subscription, we may name you and show your logo on our website and marketing materials as a customer. You may ask us to stop at any time by emailing [email protected]. We will not publish case studies or testimonials about you without your written approval.

10.2 Changes to these terms. We may update these terms or a Schedule 1 module. We will give you at least 30 days’ notice by email of any change that materially affects you. If you do not accept the change, you may cancel before it takes effect and receive a refund of any prepaid fees for the period after it takes effect. Changes required by law or for security reasons may take effect sooner. Changes that do not materially affect you take effect when published. Changes to an Order Form must be agreed in writing by both parties.

10.3 Transfer. We may transfer the Agreement to a company in our group, or to a buyer of all or the relevant part of our business, by giving you notice, provided your rights under it are not reduced. Otherwise neither party may transfer, assign or subcontract its rights or obligations without the other’s written consent, which will not be unreasonably withheld. We may use subcontractors and sub-processors to provide the Platform and remain responsible for them.

10.4 Events outside our control. Neither party is liable for delay or failure to perform obligations (other than payment) caused by events beyond its reasonable control, such as natural disasters, war, terrorism, pandemics, industrial action, failure of utilities, internet or third-party hosting, or government action. The affected party will notify the other and take reasonable steps to limit the effect. If the event continues for more than 60 days, either party may end the Agreement by written notice.

10.5 Notices. Notices under the Agreement must be in writing. We will send notices to the email address registered to your Workspace or through the Platform. You must send notices to [email protected]. Notices of breach, termination or legal claims must also be sent by post or courier to the other party’s registered office or main business address. An email is treated as received at 9:00 on the next Business Day after it is sent. A letter is treated as received two Business Days after posting by first-class or recorded post, or on delivery if delivered by hand or courier.

10.6 Sanctions and anti-bribery. Each party confirms that it is not subject to UK sanctions and will comply with the Bribery Act 2010 in connection with the Agreement.

10.7 No partnership. The parties are independent contractors. Nothing in the Agreement creates a partnership, joint venture or agency, except that the Platform acts on your behalf when carrying out Agent Operations as described in clause 3.

10.8 Third-party rights. No one other than the parties has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Agreement.

10.9 Severability and waiver. If any provision of the Agreement is found invalid or unenforceable, it will apply with the minimum changes needed to make it valid, and the rest of the Agreement is not affected. A failure or delay in exercising a right is not a waiver of it, and a waiver is only effective if made in writing.

10.10 Entire agreement. The Agreement is the entire agreement between the parties about its subject matter and replaces any earlier agreements, promises or understandings. Each party confirms that it has not relied on any statement or promise not set out in the Agreement. Nothing in this clause limits or excludes liability for fraud or fraudulent misrepresentation.

SCHEDULE 1: PRODUCT MODULES

Module A: HeyWilliam (export paperwork agent)

A1 Scope. This module applies when you use HeyWilliam to read orders and correspondence and to prepare export documents and bookings, such as commercial invoices, packing lists, statements on origin, supplier’s declarations and carrier bookings.

A2 You remain the exporter. HeyWilliam prepares drafts and carries out tasks you approve. We are not a customs broker, customs agent or freight forwarder, and we do not act as your direct or indirect representative before HMRC, EU customs authorities or any other authority. You, or the agent you appoint, remain responsible for customs declarations, classification, valuation, origin claims, EORI and VAT registration, licences, and the accuracy of all documents submitted or sent to customers, carriers and authorities.

A3 Checking and signing documents. You must check every document before it is signed, issued or submitted. A statement on origin, supplier’s declaration or similar declaration made through HeyWilliam is your declaration, and you must be able to support it with evidence that the goods meet the relevant rules of origin.

A4 Carriers and third parties. Bookings and other arrangements with carriers, couriers and marketplaces are contracts between you and that provider. We are not responsible for their services, charges, delays, loss or damage to goods, or their terms.

A5 Duties, penalties and delays. To the extent the law allows, and subject to clause 8.3, we are not liable for customs duties, import VAT, tariffs, penalties, storage charges, seizures or delays at the border, which you remain responsible for, except to the extent they result from our failure to follow your approved instructions.