Terms of Service

Last updated: 19 March 2026

1. Introduction

These Terms of Service (“Terms”) govern your use of the Follow Up Systems platform (“the Service”), operated by Lead Balloon Ltd trading as Follow Up Systems (“we”, “us”, “our”), a company registered in England and Wales.

By creating an account or using the Service, you agree to be bound by these Terms. If you do not agree, you must not use the Service.

The Service provides automated video follow-up sequences, AI receptionist chatbots, lead intelligence dashboards, and related tools for aesthetic clinics and practitioners.

2. Account Terms

  • You must be at least 18 years of age to create an account.
  • You must provide accurate and complete registration information.
  • You are responsible for maintaining the security of your account and password. We cannot and will not be liable for any loss or damage resulting from your failure to comply with this obligation.
  • You are responsible for all activity that occurs under your account.
  • You may not use the Service for any illegal or unauthorised purpose.
  • One person or legal entity may maintain no more than one free or trial account.

3. Acceptable Use

You agree not to:

  • Use the Service to send unsolicited bulk communications (spam).
  • Upload, transmit, or store any content that is unlawful, harmful, threatening, abusive, defamatory, or otherwise objectionable.
  • Impersonate any person or entity, or misrepresent your affiliation with a person or entity.
  • Attempt to gain unauthorised access to the Service, other accounts, or any related systems or networks.
  • Use the Service to collect or store personal data about third parties without their knowledge or a lawful basis under applicable data protection legislation.
  • Use the AI receptionist or sequence generation features to provide medical advice, diagnoses, or treatment recommendations to patients.
  • Resell, redistribute, or sublicence the Service without our prior written consent.
  • Interfere with or disrupt the integrity or performance of the Service.

We reserve the right to suspend or terminate accounts that violate these terms, at our sole discretion, with or without notice.

4. AI-Generated Content

The Service uses artificial intelligence (powered by Anthropic's Claude) to generate follow-up sequences, email scripts, SMS messages, video scripts, chat responses, and outreach content.

You acknowledge and agree that:

  • All AI-generated content is produced algorithmically and should be reviewed by a qualified human before use.
  • AI-generated sequences, scripts, and chat responses may contain inaccuracies, omissions, or inappropriate suggestions.
  • You are solely responsible for reviewing, editing, and approving all AI-generated content before it is sent to patients or leads.
  • AI-generated content does not constitute medical advice, and must not be used as a substitute for professional medical judgement.
  • You must ensure that all content sent from your account complies with the Advertising Standards Authority (ASA) CAP Code, the Committees of Advertising Practice guidelines, and all applicable regulations governing the advertising of medical and aesthetic treatments.
  • We do not warrant the accuracy, completeness, or suitability of any AI-generated content.

5. Widget Embed Terms

The Service includes an embeddable JavaScript widget (the “Widget”) that may be installed on your clinic website. By embedding the Widget, you agree that:

  • You are responsible for ensuring the Widget is displayed lawfully on your website, including compliance with cookie consent requirements under the Privacy and Electronic Communications Regulations (PECR).
  • You must update your website's privacy policy to disclose the use of the Widget and the data it collects (see our Privacy Policy for details).
  • You are responsible for obtaining any necessary consents from your website visitors for data collection through the Widget.
  • We provide the Widget “as is” and do not guarantee uninterrupted availability or compatibility with all website configurations.
  • You must not modify, reverse-engineer, or tamper with the Widget code.

6. Data Processing

When you use the Service to manage lead and patient data, you act as the data controller and we act as a data processor under UK GDPR.

You acknowledge that:

  • You are responsible for ensuring you have a lawful basis for collecting, storing, and processing lead data through the Service.
  • You are responsible for responding to data subject access requests, erasure requests, and other rights requests from your leads and patients.
  • We will process lead data only in accordance with your instructions and the functionality of the Service.
  • We maintain appropriate technical and organisational measures to protect personal data (see our Privacy Policy for details).
  • We will notify you without undue delay upon becoming aware of a personal data breach affecting your data.
  • Upon termination of your account, we will delete lead data within 30 days unless retention is required by law.

7. Payment Terms

  • The Service is offered on a monthly subscription basis. Current pricing is available on our website.
  • All payments are processed securely by Stripe. You agree to Stripe's terms of service in relation to payment processing.
  • Subscriptions are billed monthly in advance, in British pounds sterling (£).
  • All prices are exclusive of VAT, which will be added where applicable.
  • You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. No refunds are provided for partial months.
  • We reserve the right to change pricing with 30 days' written notice. If you do not agree to a price change, you may cancel before it takes effect.
  • If payment fails, we will attempt to collect payment for up to 14 days. If payment remains unsuccessful, your account may be suspended.

8. Intellectual Property

Our property: The Service, including all software, design, branding, documentation, playbooks, and underlying technology, is owned by Lead Balloon Ltd and protected by copyright and other intellectual property laws. You may not copy, modify, distribute, or create derivative works from any part of the Service.

Your content: You retain ownership of all content you upload to the Service, including videos, images, text, and lead data. By uploading content, you grant us a limited licence to use, store, and process that content solely for the purpose of providing the Service to you.

AI-generated content: Content generated by the AI features of the Service (sequences, scripts, chat responses) is provided for your use. You may use, edit, and distribute AI-generated content as part of your clinic's communications. We do not claim ownership of AI-generated content produced for your account.

9. Service Availability

We strive to maintain high availability of the Service but do not guarantee uninterrupted, error-free operation. The Service may be temporarily unavailable due to:

  • Scheduled maintenance (we will provide reasonable advance notice where possible)
  • Unscheduled maintenance or emergency repairs
  • Outages at third-party service providers (Neon, Resend, Twilio, Stripe, Cloudinary, Anthropic)
  • Circumstances beyond our reasonable control (force majeure)

We will use reasonable endeavours to restore the Service promptly following any downtime.

10. Limitation of Liability

To the maximum extent permitted by law:

  • The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied.
  • We do not warrant that the Service will meet your specific requirements, that it will be uninterrupted, timely, secure, or error-free, or that any AI-generated content will be accurate or fit for purpose.
  • Our total aggregate liability to you for any claims arising from or related to the Service shall not exceed the total fees paid by you in the 12 months preceding the claim.
  • We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, goodwill, or business opportunities.
  • We shall not be liable for any loss arising from your failure to review AI-generated content before sending it to patients or leads.
  • We shall not be liable for any loss arising from the actions or omissions of third-party service providers.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

11. Indemnification

You agree to indemnify, defend, and hold harmless Lead Balloon Ltd, its officers, directors, and employees from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from:

  • Your use of the Service
  • Your breach of these Terms
  • Your violation of any applicable law or regulation
  • Any content you upload or send through the Service
  • Any claim by a third party (including patients or leads) relating to communications sent through the Service on your behalf

12. Termination

  • You may cancel your account at any time through the dashboard or by contacting us.
  • We may suspend or terminate your account immediately if you breach these Terms, engage in prohibited conduct, or fail to pay subscription fees.
  • Upon termination, your access to the Service will cease and your data will be handled in accordance with our Privacy Policy.
  • We will provide a reasonable opportunity to export your data before deletion, unless the account was terminated for a serious breach.
  • Provisions of these Terms that by their nature should survive termination (including intellectual property, limitation of liability, indemnification, and governing law) shall remain in effect.

13. Changes to These Terms

We reserve the right to modify these Terms at any time. Where changes are material, we will notify you by email at least 14 days before the changes take effect. Your continued use of the Service after the changes take effect constitutes acceptance of the revised Terms.

14. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the minimum extent necessary to make it valid and enforceable.

16. Contact

If you have any questions about these Terms, please contact us:

Follow Up Systems (Lead Balloon Ltd)
Email: [email protected]