Terms of Service

These Terms of Service (“Terms”) govern access to and use of the MemberBridge platform and this website. By accessing this website or entering into a subscription agreement with MemberBridge Ltd (“MemberBridge”, “we”, “us”), you agree to these Terms.

For enterprise clients, a separate Master Services Agreement (MSA) and Order Form will govern the subscription. In the event of any conflict, the MSA takes precedence over these Terms.

1. The service

MemberBridge provides a governed AI platform that pension schemes, occupational benefits providers, and their administrators (“Clients”) embed in member-facing portals. The platform enables pension scheme members to receive personalised, data-driven answers to common queries via a conversational interface.

The specific features, workflow bundles, and hosting model available to a Client are defined in the relevant Order Form.

2. Eligibility and account access

The MemberBridge platform is intended for use by organisations, not individual consumers. By subscribing, you represent that you have authority to bind your organisation to these Terms.

You are responsible for maintaining the confidentiality of your admin credentials and for all activity carried out under your account. You must notify us immediately of any unauthorised access at security@memberbridge.io.

3. Acceptable use

You agree not to:

• Use the platform to provide regulated financial advice within the meaning of the Financial Services and Markets Act 2000 without appropriate authorisation
• Attempt to reverse-engineer, decompile, or extract the underlying AI models or proprietary workflows
• Use the platform to process data for purposes other than those agreed in your Order Form
• Circumvent or disable any security, governance, or audit controls
• Resell or sublicense access to the platform without our prior written consent

4. Client responsibilities

As a Client, you are responsible for:

• Ensuring that any member data passed to the platform is done so lawfully and with appropriate data subject transparency
• Configuring intents, response templates, and escalation rules accurately and in accordance with your regulatory obligations
• Reviewing and approving all response content before enabling it for your members
• Maintaining your own appropriate policies regarding the use of AI in member communications
• Complying with guidance from The Pensions Regulator (TPR), the Financial Conduct Authority (FCA), and any other applicable regulatory body

MemberBridge is a technology platform, not a regulated adviser. The accuracy, suitability, and regulatory compliance of the information provided to members remains the responsibility of the Client.

5. Intellectual property

All intellectual property in the MemberBridge platform, including software, intent bundles, workflow templates, and documentation, remains owned by MemberBridge Ltd. We grant Clients a limited, non-exclusive, non-transferable licence to use the platform during the subscription term for the purposes set out in the Order Form.

Client data, including member data and scheme-specific configuration, remains the property of the Client. We claim no rights over it beyond what is necessary to deliver the service.

6. Confidentiality

Each party agrees to keep the other’s confidential information (including pricing, technical architecture, and member data) strictly confidential and not to disclose it to third parties without prior written consent, except as required by law.

7. Data processing

Where MemberBridge processes personal data on behalf of a Client, it does so as a data processor under a Data Processing Agreement (DPA). The DPA forms part of the subscription agreement and governs all processing of personal data. Our approach to data protection is set out in our Privacy Policy.

8. Availability and support

We aim to provide a reliable and performant service but do not guarantee uninterrupted availability. Planned maintenance will be communicated in advance. Support response times and SLA commitments are set out in the relevant Order Form.

9. Fees and payment

Subscription fees are as agreed in the Order Form. Invoices are payable within 30 days of issue unless otherwise agreed. We reserve the right to suspend access for accounts more than 60 days overdue, following reasonable notice.

10. Term and termination

Subscriptions continue for the term specified in the Order Form and renew automatically unless notice of non-renewal is given at least 60 days before the end of the current term.

Either party may terminate immediately on written notice if the other commits a material breach that remains unremedied 30 days after written notice, or becomes insolvent. On termination, we will make Client data available for export for 30 days, after which it will be securely deleted.

11. Limitation of liability

To the maximum extent permitted by law, MemberBridge’s total aggregate liability to a Client in any 12-month period shall not exceed the fees paid by that Client in that period. Neither party shall be liable for indirect, consequential, or punitive losses.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

12. Website use

This website is provided for informational purposes. Content is subject to change without notice. We make no warranties as to the accuracy or completeness of information on this site. Links to third-party websites are provided for convenience only and do not constitute endorsement.

13. Governing law

These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to these Terms

We may update these Terms from time to time. We will provide at least 30 days’ notice of material changes to existing Clients. Continued use of the platform after that period constitutes acceptance of the revised Terms.

15. Contact

For questions about these Terms: hello@memberbridge.io