Pricing and packages

This page describes how LEM is packaged and billed: what each package contains, what it deliberately does not contain, how invoices work, and what happens if you cancel.

It does not publish a rate card. Your fees are quoted and fixed in your Order Form, and nothing on this page is an offer or a quotation. Like the rest of this documentation, this page is information only and does not form part of your agreement — where it and your executed contract set disagree, the contract set wins.

How LEM is sold

LEM is sold only to companies, limited liability partnerships and equivalent incorporated organisations acting wholly for business purposes. Consumers, sole traders and unincorporated partnerships are not eligible, and the refund terms below are written on that basis.

There is no self-serve signup, no plan picker and no public checkout. Every workspace is quoted, contracted and set up by hand, and any payment page you are sent is opened against an Order Form you have already executed:

1. You talk to the LEM team about what you need.
2. You receive an Order Form that names your package, your fees, your start date and any add-ons.
3. The LEM team builds your workspace and sends you a one-time activation link; you execute the Order Form by recorded click acceptance of the delivered contract pack at your workspace's first activation.

The Getting started page picks up from the activation email onwards.

Packages

LEM is one product with one base package and two add-ons. There are no tiers, no seat bands and no usage plans to choose between.

LEM Cloud — the base package

LEM Cloud is the only delivery model generally available today. It is one isolated workspace hosted for you, with a dedicated container, volume and network.

The recurring fee covers:

• The hosted workspace itself — your own isolated environment, not a shared tenant.
• The monthly managed service — the team operating that workspace for you.
• Fleet updates — product updates applied to your workspace as they ship.

The workspace has exactly one account, signed in with a password (plus an authenticator code or a one-time recovery code where a second factor is enabled for the workspace). There is no administrator role, no user management, no second seat, no organisation switcher and no customer billing controls.

Backup, support response, availability, restore and service-credit levels are not carried by the recurring fee by default. Each one applies only where your Order Form expressly activates it in the service-level activation table. Nothing in the Service Levels draft becomes a binding commitment to you by implication.

Onboarding — a one-off fee

Onboarding is charged once, separately from the recurring fee; the invoice is issued with your Order Form and becomes payable on your recorded click acceptance at first workspace activation.

It covers only what a Statement of Work attached to your Order Form lists: named deliverables, their dependencies and their acceptance evidence, plus thirty days of hypercare after acceptance. Bespoke work is not included unless that Statement of Work itemises it.

LEM Mac Connector — add-on, not yet generally available

The Mac Connector is the signed macOS application that lets LEM reach your local machine. It is an add-on and is not part of the base package. It is available only if and when the LEM team offers it; if it is ordered before general availability, the delivery dates and connector-specific terms have to be written into the special terms of your Order Form.

LEM Voice — add-on, switched off

The voice add-on has three charge components, each stated in your Order Form:

• a monthly add-on fee;
• per-minute charges, passed through at the voice provider's evidenced third-party cost without markup; and
• any carrier or number charge — where a telephone number is attached to your workspace — passed through on the same evidenced, no-markup basis.

No voice order can be executed while the rate, the carrier or the number-lifecycle field is left open.

The add-on stays disabled until the provider, carrier and data-protection evidence for it is complete, and it additionally requires your own separate written instruction. Ordering it does not switch it on. Where it is eventually enabled, it handles inbound calls only.

What is not included

These are excluded from every package unless your Order Form and its Statement of Work list them individually and their legal, security and provider gates are closed:

• Voice / phone agent. Gated as above.
• Messaging channels. Telegram, WhatsApp and any other messaging channel each need their own signed channel-authorisation evidence before they can be turned on.
• Connected accounts and the connector broker. Connecting a mailbox, a calendar or a document store is a separately ordered capability, switched off by default and not part of the first release.
• The Mac Connector. An add-on, as above.
• Custom software and data migration. Not in scope unless itemised.
• Extra users. One account per workspace. There is no per-seat price because there is no second seat to sell.

Two more limits worth knowing before you budget:

• Model provider costs are yours. LEM runs on your own model-provider API key, on your own account, billed to you by that provider. The alternative — the LEM team supplying model capacity and billing it on — is not available yet.
• Usage-based, pass-through charges are billed in arrears and are non-refundable once the underlying third-party capacity has been used.

How billing works

Your Order Form records which of two payment routes applies to you, and only that route applies. Under the manual-invoice route there is no card on file and no automatic collection: you pay each invoice by the method printed on it. Under the hosted subscription checkout route your recurring fee is collected automatically in advance from the payment method you enter on the payment provider's own hosted pages, and you manage that payment method and cancel through the provider's authenticated customer portal. That portal is not a page inside LEM and there is no standing link to it: on request the LEM team issues you one link, bound to your workspace and valid for five minutes, which opens the provider's own authenticated portal. Either way the amount, currency, interval and tax treatment are the ones written into your executed Order Form; nothing on this page, and no link or checkout page, sets or changes them.

Currency	Invoiced in GBP, unless your Order Form states another invoicing currency
Tax	All fees are exclusive of VAT and other applicable taxes
Recurring fees	Invoiced monthly in advance
Onboarding fee	Invoiced on execution of the Order Form
Usage / pass-through charges	Invoiced in arrears
Payment terms	Manual-invoice route: payable within 14 days of the invoice date. Hosted checkout route: collected automatically on the date your Order Form records for each billing period
Method	The route recorded in your Order Form — by the method and to the account stated on the invoice, or from the payment method you supply to the payment provider
Term	One month, rolling, renewing automatically

Under the manual-invoice route each invoice is issued as a fixed PDF, and delivery, payment evidence and reconciliation are recorded in the LEM team's private ledger. Under the hosted checkout route the payment provider makes your invoice or receipt available electronically, and LEM records only that provider's customer, checkout, subscription, invoice, payment-status, refund, dispute and reconciliation references, the transaction and event identifiers those records carry, and the refunded amount they record — and no primary card number, payment-method credential or online-banking credential.

Never send payment credentials to LEM. Do not submit card data, bank-account credentials or online-banking credentials into the product or to support. Card and payment-method details are entered only on the payment provider's own hosted pages; on the manual-invoice route, payment is made to the account printed on your invoice.

If fees change

Recurring fees can be increased once in any twelve-month period, on at least sixty days' written notice, and by no more than the greater of UK CPI over the preceding twelve months and five percent.

If an invoice is wrong, or late

• Dispute it within ten Business Days of the invoice date, in writing. An amount under genuine, timely dispute is not treated as unpaid while that dispute is being reviewed.
• On undisputed sums past their due date, the LEM team may — it is a right it may exercise, not an automatic charge — claim statutory interest, the applicable fixed-sum compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998. Interest runs at eight percent above the Bank of England base rate and accrues daily from the due date.
• If an invoice goes unpaid, a ladder applies and every step is notified to your billing contact in writing. At day 7 the team issues a written payment warning. From day 14 it may suspend the workspace — during suspension your data is retained intact and access is restored promptly on payment, though fees for the billing period already running continue to accrue. From day 30 it may terminate the agreement and begin offboarding. Only the day-7 warning is automatic; the two later steps are discretionary.

Refunds and cancellation

This is a summary. The Refund Policy is the document that governs.

The 14-day window. You get one refund window covering the first month's subscription fee on your first workspace. It runs from your Activation Date, and the deadline is 23:59 UK time on the calendar date thirteen days after it — fourteen calendar dates including the Activation Date itself. Requests are made in writing to the support address named in your Order Form.

Three limits on that window are easy to miss:

• The refund is the first month's fee less any pass-through charges you have actually consumed, which are deducted at cost.
• It applies once only, to the first subscription term of your first workspace. It does not apply to renewals, later billing periods, additional workspaces, a re-subscription after a previous cancellation, tier upgrades, or add-ons activated after that first term.
• Outside the window there is no pro-rata refund. Fees for a billing period that has started are not refundable in whole or in part.

Eligibility is confirmed within five Business Days and the refund is made within fourteen days of your notice, by the reverse of your original payment route where that is reasonably available or to another verified account in your name. Both timings remain subject to the banks at each end.

The onboarding fee. Fully refundable before Install Day. From Install Day the LEM team may retain the reasonable portion attributable to work actually performed, plus non-cancellable third-party costs — but only those identified in your Order Form.

What is never refunded. Usage-based, pass-through charges and consumed third-party provider credits, once the capacity behind them has been used. Bespoke work is non-refundable to the extent you have accepted it or elected in writing to keep it.

Cancelling. You can cancel at any time, effective at the end of the current billing period, unless your Order Form states a minimum term — the default is that none applies beyond the period already running. The LEM team must give you at least thirty days' written notice to cancel on you. No fixed time is currently promised for acknowledging a cancellation, because the support response level is not yet activated.

Before your bank. You agree to use the process in the Refund Policy before asking your bank or card issuer to recall, reverse or otherwise dispute a payment, where that route is open to you.

After cancellation. The workspace is stopped, a final snapshot is taken, and you get a thirty-day grace period in which you can export your data and in which offboarding is still reversible. Hard deletion runs after that. If you need erasure sooner, you can elect that in writing. The FAQ covers export and deletion in more detail.

How to start

Ask for a quote and an Order Form. The Support page publishes the address the LEM team currently answers on, and it is the only published route today — but one thing is worth knowing before you use it for a pricing enquiry. That inbox is scoped by the Service Levels to operating a contracted workspace and the features described in this documentation, not to pre-sales. So no response time is promised on a sales enquiry.

Useful to have ready when you write:

• What you want LEM to do, and for whom.
• Whether you need any of the gated capabilities above, so the team can tell you where each evidence gate actually stands.
• Which model provider account you intend to use.

LEM is sold by NOVUS POINT LIMITED, company number 08146241, registered in England and Wales.