Lead Hero Software Terms & Conditions
General Terms of Business (Software Subscription)
Last updated: 2 November 2026
1. INTRODUCTION
These Terms & Conditions ("Terms") govern your access to and use of the Lead Hero software platform and related services.
This contract sets out:
- your legal rights and responsibilities;
- our legal rights and responsibilities; and
- certain key information required by law.
By subscribing to or using the Services, you agree to be legally bound by these Terms.
2. DEFINITIONS
In these Terms:
"Approved Users"
means any individual expressly approved by Lead Hero to access the Services under your account.
"Lead Hero", "we", "us", "our"
means KRO Projects Ltd., trading as Lead Hero.
"Customer", "you", "your"
means the individual or legal entity identified in the relevant Service Order.
"Customer Data"
means all data, content, and information submitted, uploaded, or processed by you or your Approved Users through the Services.
"Deliverables"
means system outputs generated through use of the Services, including reports, analytics, dashboards, configurations, and platform-generated content.
"Effective Date"
means the date your subscription is activated.
"Lead Hero Platform"
means the managed software platform provided by Lead Hero, built on HighLevel infrastructure.
"Services"
means access to the Lead Hero Platform and related features made available under your subscription.
"Service Order"
means the order or subscription confirmation detailing the Services selected and applicable fees.
"Subscription Term"
means a rolling monthly subscription period commencing on the Effective Date.
"Term"
means the period beginning on the Effective Date and continuing until termination in accordance with these Terms.
3. WHO WE ARE
Lead Hero is a trading name of KRO Projects Ltd., registered in England and Wales (Company No. 11674165).
Registered office:
20-22 Wenlock Road, London, England, N1 7GU
VAT number: 347510702
4. OUR SERVICES
4.1 Access Rights
During the Term, we grant you a non-exclusive, non-transferable, non-sublicensable right to access and use the Services solely for your internal business purposes, subject to these Terms.
4.2 Changes to Services
We may modify or update the Services from time to time. Where a change results in a material reduction in core functionality, we will provide reasonable prior notice.
4.3 Suspension of Services
We may suspend access to the Services where:
- you are in material breach (including non-payment);
- continued access presents a security or legal risk; or
- required by law or third-party platform obligations.
Suspension of access does not suspend billing unless expressly agreed in writing.
5. THIRD-PARTY SERVICES
The Services rely on third-party platforms and infrastructure (including HighLevel, cloud providers, and communications carriers).
We are not responsible for third-party service outages, limitations, or data handling. Your use of third-party services is subject to their own terms.
6. FEES & PAYMENTS
6.1 Subscription Fees
Services are billed on a monthly rolling subscription basis, as set out in your Service Order.
All fees are non-refundable, except where required by law.
6.2 Automatic Renewal
Subscriptions automatically renew each month unless terminated in accordance with Section 14.
Pricing may change upon renewal with prior notice.
6.3 Additional Charges
Usage-based services (including SMS, voice, email, premium integrations, and triggers) may incur additional charges. These are billed separately.
6.4 Taxes
Fees exclude VAT unless stated otherwise. You are responsible for applicable taxes.
7. DATA PROTECTION & GDPR
7.1 Roles
For the purposes of applicable data protection laws:
- You are the Data Controller
- Lead Hero is the Data Processor
7.2 Compliance
Lead Hero shall process Personal Data in accordance with:
- UK GDPR
- EU GDPR (where applicable)
- Data Protection Act 2018
7.3 Data Processing Schedule. When we process personal data for you, we do so under the Data Processing Schedule in Schedule 1, which forms part of these Terms. If these Terms and the Schedule conflict on data protection, the Schedule applies.
7.4 No Ownership
Lead Hero does not acquire ownership of Customer Data and shall never act as Data Controller in respect of it.
8. CONFIDENTIALITY
Each party agrees to protect the other's Confidential Information using reasonable commercial safeguards.
Confidential Information excludes information that is public, independently developed, or lawfully obtained from a third party.
9. INTELLECTUAL PROPERTY
9.1 Customer Data
You retain all rights in Customer Data.
9.2 Licence to Operate
You grant Lead Hero a royalty-free licence to process Customer Data solely to provide and improve the Services.
9.3 Lead Hero IP
All software, workflows, templates, automations, system architecture, and underlying IP remain the exclusive property of Lead Hero.
You may not copy, distribute, or reuse Lead Hero IP outside the platform.
9.4 Account Transfers
A transfer of your HighLevel sub-account under Section 15 does not transfer ownership of Lead Hero's software, templates, workflows, automations, or other intellectual property.
A sub-account transfer does not guarantee that integrations, phone numbers, email settings, domains, WhatsApp services, or other third-party assets will transfer automatically.
10. ACCOUNT MANAGEMENT
You are responsible for:
- safeguarding login credentials;
- all activity under your account;
- ensuring Approved Users comply with these Terms.
Access by competitors, agencies, or unauthorised third parties is strictly prohibited.
11. ACCEPTABLE USE
You must not:
- misuse the Services (including spam or abuse);
- reverse engineer or copy the platform;
- circumvent usage limits;
- introduce malware or security threats;
- resell or provide access to third parties without approval.
Violation may result in immediate suspension or termination.
12. WARRANTIES
Each party warrants that it has authority to enter into these Terms and will comply with applicable laws.
Services are provided "as is", to the fullest extent permitted by law.
13. LIABILITY
13.1 Exclusions
Neither party is liable for indirect, consequential, or loss-of-profit damages.
13.2 Cap
Lead Hero's total liability shall not exceed the fees paid by you in the 12 months preceding the claim.
This does not apply to indemnity obligations.
14. TERMINATION (ROLLING MONTHLY)
14.1 Notice
Either party may terminate the Services for convenience with 30 days' written notice.
Termination takes effect at the end of the next billing cycle following notice.
14.2 Effect of Termination
Upon termination:
- access to Services ceases;
- Customer Data will be permanently deleted after a reasonable period;
- phone numbers must be ported prior to termination or will be released.
Data deletion is irreversible.
15. ACCOUNT TRANSFER & MIGRATION
15.1 Standard Transfer
Where your account is eligible, Lead Hero will submit one standard HighLevel sub-account transfer request at no charge.
To proceed, you must provide the receiving agency's HighLevel Relationship Number, and the receiving agency must accept the transfer.
The standard service covers submitting the transfer request only. The receiving agency is responsible for auditing the transferred account, reconnecting third-party integrations and services, setting up domains and email, and checking the account after transfer.
Transfers are subject to HighLevel's eligibility requirements, account dependencies, and platform processes. We do not guarantee a specific completion time or uninterrupted service during a transfer.
15.2 Optional Managed Migration
Lead Hero may provide a managed migration service for £997 + VAT. The managed migration service includes:
- a pre-transfer review of key account assets and dependencies;
- a written migration checklist;
- one coordination meeting with you and the receiving agency;
- coordination of the standard HighLevel transfer; and
- post-transfer checks against the agreed checklist.
Work outside that scope requires a separate written quote and agreement.
15.3 Items Outside the Managed Migration Fee
Unless expressly included in a written quote, the managed migration fee does not include:
- rebuilding or redesigning workflows, funnels, forms, or other assets;
- reconnecting third-party accounts;
- phone-number porting or carrier work;
- DNS changes;
- third-party subscriptions or usage charges; and
- additional meetings or support beyond the agreed scope.
15.4 Optional Service
The managed migration fee applies only where separately agreed in writing.
The free standard transfer and your access to Customer Data are not conditional on purchasing the managed migration service.
16. AMENDMENTS
We may update these Terms. Material changes will be notified in advance.
Continued use constitutes acceptance.
17. GENERAL
- Assignment: permitted on corporate restructure or sale
- Force Majeure: neither party liable for events beyond control
- Entire Agreement: these Terms supersede all prior agreements
- Governing Law: England & Wales
- Jurisdiction: English courts
18. CONTACT
All notices must be sent to:
Schedule 1: Data Processing
Version 1.0, last updated 2 November 2026
In this Schedule, personal data, controller, processor and processing have the meanings given in the UK GDPR, and Personal Data, Data Controller and Data Processor in the Terms mean the same.
1. How this Schedule works
1.1 This Schedule forms part of the Lead Hero Software Terms and Conditions (the "Terms"). It applies automatically when you accept the Terms. You do not need to sign anything else.
1.2 It applies whenever Lead Hero processes personal data on your behalf in providing the Services. It is the contract between us required by Article 28 of the UK GDPR.
1.3 If this Schedule and the Terms conflict on any data protection matter, this Schedule wins.
1.4 Section 7.3 of the Terms gives effect to this Schedule. This Schedule replaces any earlier data processing terms between us for the Services.
1.5 Words defined in the Terms have the same meaning here. "Data Protection Law" means the UK GDPR, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR) and, where it applies, the EU GDPR. "Personal data", "controller", "processor", "processing", "data subject" and "personal data breach" have the meanings given in the UK GDPR. "Client Personal Data" means personal data within Customer Data that we process for you.
2. Roles
2.1 You are the controller of Client Personal Data. KRO Projects Ltd, trading as Lead Hero (company number 11674165), is the processor.
2.2 The details of the processing are set out in Annex 1.
3. Your instructions
3.1 We will process Client Personal Data only on your documented instructions. This includes instructions about transfers outside the UK. Your instructions are these Terms, this Schedule, the way you configure and use the Services, and any other written instructions you give us that are consistent with the Terms.
3.2 We may process Client Personal Data without your instructions only where the law requires it. If so, we will tell you before we do it, unless the law prevents us from telling you.
3.3 We will tell you promptly if we think an instruction breaks Data Protection Law. We may pause acting on that instruction until you confirm or change it.
4. Confidentiality
We will make sure that anyone we authorise to process Client Personal Data is bound by a duty of confidentiality, either by contract or by law.
5. Security
5.1 We will take appropriate technical and organisational measures to protect Client Personal Data, as required by Article 32 of the UK GDPR. A summary of these measures is in Annex 2.
5.2 You are responsible for the security of your own logins, devices and Approved Users, as set out in section 10 of the Terms.
6. Sub-processors
6.1 You give us general written authorisation to use sub-processors. Our current sub-processors are listed in Annex 3 and at leadhero.ai/sub-processors.
6.2 We will give you at least 14 days' notice before we add or replace a sub-processor. We will do this by updating the list and emailing the main contact on your account.
6.3 You may object to a change on reasonable data protection grounds by emailing us within that 14-day period. We will then work with you in good faith to find a solution. If we cannot, you may end the Services that depend on the new sub-processor by giving notice under section 14 of the Terms.
6.4 We will put a written contract in place with each sub-processor that gives Client Personal Data the same level of protection as this Schedule. Where a sub-processor provides a standard platform on its own terms, such as HighLevel, those terms must meet the requirements of Article 28 of the UK GDPR.
6.5 We remain liable to you for the acts and omissions of our sub-processors in processing Client Personal Data, as if they were our own. Section 5 of the Terms does not limit this.
7. Helping you meet your obligations
7.1 Taking into account the nature of the processing, we will help you by appropriate technical and organisational measures to respond to requests from data subjects who exercise their rights. If we receive a request directly, we will pass it to you without undue delay and will not respond to it ourselves unless you ask us to.
7.2 We will give you reasonable help to meet your obligations under Articles 32 to 36 of the UK GDPR. This covers security, personal data breaches, data protection impact assessments and prior consultation with the Information Commission (formerly the ICO).
7.3 Much of this help is available to you directly through the Lead Hero Platform. We may charge our reasonable fees for help that goes beyond what Data Protection Law requires of us, or beyond what can be provided through the platform. We will tell you the cost before we start.
8. Personal data breaches
8.1 We will tell you about a personal data breach affecting Client Personal Data without undue delay, and where possible within 48 hours of becoming aware of it.
8.2 As far as we can, we will tell you:
- what happened and when
- the categories and approximate number of data subjects and records affected
- the likely consequences
- what we have done, or plan to do, to deal with it and reduce its effects
- who you can contact for more information
8.3 If we do not have all the details at first, we will give them as soon as we can.
8.4 You are responsible for deciding whether to notify the Information Commission or data subjects. We will not do so on your behalf unless you ask us to or the law requires it.
9. Deletion and return
9.1 During the Services. You can delete contacts and their data yourself in the Lead Hero Platform. You can also ask us to delete specific Client Personal Data. We will carry this out manually within a reasonable time.
9.2 Call recordings. The platform can delete call recordings automatically after a period of up to 180 days. If you want recordings kept for longer and then deleted, we will delete them manually when you ask. You are responsible for setting your retention periods and telling us when deletion is due.
9.3 At the end of the Services. Before termination takes effect, you can export your Customer Data or ask us to help you return it, including by an account transfer under section 15 of the Terms. After termination, Client Personal Data held in the Lead Hero Platform will be permanently deleted after a reasonable period, as set out in section 14.2 of the Terms.
9.4 We may keep a copy only where the law requires it. If so, this Schedule continues to apply to that copy.
10. Information and audits
10.1 We will make available the information you reasonably need to show that we are meeting this Schedule and Article 28 of the UK GDPR. This may include our sub-processors' security information and certifications.
10.2 If that information is not enough, you or an auditor you appoint may audit our compliance. You must give us at least 30 days' written notice, and the auditor must agree to keep our information confidential. Audits may take place no more than once in any 12 months, unless there has been a personal data breach or the Information Commission requires it.
10.3 You will pay the costs of any audit, including our reasonable time, unless the audit shows that we have materially breached this Schedule.
11. International transfers
11.1 Some of our sub-processors process Client Personal Data outside the UK, mainly in the United States, with support access from India. Annex 3 sets out where.
11.2 We will only transfer Client Personal Data outside the UK where the transfer is protected under Data Protection Law. We rely on:
- the EU Standard Contractual Clauses with the UK International Data Transfer Addendum (the UK Addendum), or the UK International Data Transfer Agreement, and
- UK adequacy regulations, where they apply to the destination or the recipient
11.3 Where the EU GDPR applies, we rely on the EU Standard Contractual Clauses or an EU adequacy decision.
11.4 You can ask us for a copy of the relevant transfer terms. We may remove commercial information that does not relate to data protection.
12. Your responsibilities
You are responsible for:
- having a lawful basis for the processing you instruct us to carry out, including any consents you need
- complying with PECR and other marketing rules for your own campaigns, including emails, texts, calls and WhatsApp messages
- giving your contacts the privacy information they need, including that their data is processed using the Lead Hero Platform
- setting your own retention periods and telling us when data needs to be deleted
- making sure your instructions to us are lawful
- not uploading special category data or criminal offence data unless we have agreed this in writing first
13. Liability
Each party's liability under this Schedule is subject to the exclusions and limits in section 13 of the Terms.
14. Duration
This Schedule lasts for as long as we process Client Personal Data for you. Paragraphs 9 and 10 of this Schedule continue after the Terms end until all Client Personal Data has been deleted or returned.
15. Contact
Data protection questions, requests and notices under this Schedule should be sent to support@leadhero.ai. We will send notices to the main contact email on your account.
Annex 1: Details of the processing
| Item | Details |
|---|---|
| Subject matter | Providing the Lead Hero Platform and related Services to you under the Terms |
| Duration | The term of your subscription, plus the period until Client Personal Data is deleted under paragraph 9 of this Schedule |
| Nature and purpose | Hosting and managing your CRM. Running automations, campaigns and follow-ups. Sending and receiving email, SMS and WhatsApp messages. Call tracking, call recording and transcripts. Forms, booking calendars and pipelines. AI features, such as spam checks, conversation tools and help drafting messages. Reporting. Support and troubleshooting when you ask for it. |
| Types of personal data | Names and contact details. Call recordings and transcripts. Messages and conversation history. Form submissions. Booking and appointment data. Notes, tags, pipeline and deal information. Marketing preferences and consent records. Technical data, such as IP addresses and message delivery and open data. |
| Data subjects | Your leads, prospects, customers and other contacts, and your staff and Approved Users |
| Special category data | None expected. You must not upload special category data or criminal offence data without our written agreement |
Annex 2: Security measures (summary)
Platform (provided by HighLevel)
- Hosted on Google Cloud and Amazon Web Services infrastructure
- Data encrypted in transit and at rest
- Two-factor authentication and single sign-on options for user logins
- Audit logs of account activity
- SOC 2 Type II certification
Lead Hero
- Access to client accounts limited to staff and contractors who need it for their role
- Individual logins with two-factor authentication. Shared logins are not used
- Role-based permissions within the platform, so users only see what they need
- Confidentiality obligations for everyone who works on client accounts
- Client data shared in support channels kept to the minimum needed and deleted when no longer needed
- A procedure for handling and reporting personal data breaches
- Data protection training for staff
- Regular review of sub-processors and of these measures
Annex 3: Sub-processors
| Sub-processor | What it does | Where data is processed | Transfer safeguard |
|---|---|---|---|
| HighLevel Inc and its affiliate LeadConnector LLC | The CRM platform behind the Lead Hero Platform, including messaging, calls, automations and AI features | United States, with support access from HighLevel India | Standard Contractual Clauses with the UK Addendum under HighLevel's data processing agreement. HighLevel Inc is also listed as active under the UK Extension to the EU-US Data Privacy Framework (UK-US data bridge) |
| HighLevel's own sub-processors, including Google Cloud and Amazon Web Services (storage), Twilio and Mailgun (communications), and OpenAI, Retell AI, Synthflow and BotPress (AI features) | Infrastructure, communications and AI functions within the platform | United States | Covered by HighLevel's data processing agreement. Full list at https://www.gohighlevel.com/sub-processors |
| Zendesk | Our support ticketing. Only holds Client Personal Data that you send to us when asking for support | United States and other locations | Standard Contractual Clauses with the UK Addendum, or UK adequacy regulations where they apply |
| Google (Gmail and Google Workspace) | Our email and documents. Only holds Client Personal Data that you send to us when asking for support | United States and other locations | Standard Contractual Clauses with the UK Addendum, or UK adequacy regulations where they apply |