Customer agreements

Schedule E: Web Chat Assistant

Version 10.0 · Effective October 30, 2026

Applies whenever the Order Form includes web chat, as the main solution or as an add-on. Where the Order Form also names Schedule A, B, C, or D, that Schedule applies to the web chat too, except where this Schedule says otherwise.

E1. Service Description

The Platform places an automated assistant on your website. It answers visitors' questions from Customer Content, captures the visitor's question and contact details when a person needs to follow up, and delivers a Chat Card to your Delivery Channel. It works as your only solution or alongside a phone solution.

E2. Installation and Your Website

2.1 You, or your web provider, place the web chat code supplied by Leadin Solutions on the pages of your website where you want it. Leadin Solutions provides the design and the installation instructions. You control where it appears. The web chat runs only on the website domains named on the Order Form.

2.2 You are responsible for your website, its hosting, and its other code. Leadin Solutions is not responsible for any effect of other code on your website on the web chat, or of the web chat on other code, beyond correcting defects in its own code.

2.3 Leadin Solutions may decline to serve, or stop serving, the web chat on a website whose content would breach Master Agreement 10.1.

E4. Out of Scope

The web chat does not, and you may not configure it to: (a) take, change, or cancel orders, returns, exchanges, or refunds; (b) accept payments or payment details; (c) access customer accounts; (d) look up order status in a store system, unless an integration on the Order Form provides read-only order status; (e) make bookings, reservations, or appointments; (f) quote prices beyond those published in Customer Content; or (g) send any message outside the chat window, including SMS (Master Agreement 5.7).

E5. Product Suggestions

Where enabled, the web chat may suggest products that are commonly bought together, drawn only from your own catalog and purchase data. Suggestions are suggestions only. They are never advice on fitness for a purpose, sizing, safety, load, compatibility, installation, or engineering, and the web chat directs those questions to you as a Chat Card. You are responsible for your catalog and product information as Customer Content.

E6. Visitor Privacy

6.1 You will disclose in your website privacy notice that visitors' chat messages and the contact details they choose to share are processed by Leadin Solutions as your service provider, and stored as Customer Data under Master Agreement 6.

6.2 The web chat collects only what the visitor types and the technical information needed to run the chat (for example the page it was opened on). It does not set advertising or tracking cookies.

6.3 The web chat is not directed at children under 13, and you will not place it on any page directed at children.

E7. Service Levels

Target 99% monthly uptime for the web chat, excluding scheduled maintenance and Sub-processor outages, with the credit in Schedule B, Section B9. The web chat normally replies within seconds. The 30-second SMS engagement guarantee in Schedules A and B does not apply to the web chat; every web chat conversation in which the visitor shares a request and contact details will be delivered as a Chat Card, and a verified failure to deliver one in a calendar month credits that month's web chat fee (or, where web chat is the main solution, the monthly fee) in full.

E8. Minimum Liability Cap

For Master Agreement 13.2(B), the minimum cap under this Schedule is one month's monthly fee at the rate on the Order Form.

These documents are accepted together, in one signature, when you enroll at leadin.solutions/start. Questions about any term: hello@leadin.solutions.