Pilot of Digital Human Service Agreement


Welcome to the pilot of the Soul Machines Digital Human Service (the “Service”), which is provided by the National Westminster Bank Plc (“we”, “us” or “our”) and powered by Soul Machines Limited (“Soul Machines”).  This Agreement is entered into between you and us and governs your use of the Service. 


The Soul Machines Digital Human Service makes available a ‘digital human’ that can provide you with personalised and tailored customer support by responding to your facial and vocal expressions.  In order to provide the Service it is necessary to obtain information about you, including through your computing device and any embedded microphone or camera.  By using the service, you consent to the collection of your facial or voice characteristics, which may be used to identify you.  Please consult your device settings for information about how to disable your microphone and camera, but please note that disabling these features will have an impact on the performance of the Service.


By using the Service, you accept and agree to the collection and other processing of your information by Soul Machines and us in accordance with this Agreement and their applicable privacy policies.  For more information about Soul Machine’s data use, disclosure, and other processing practices, please review the Soul Machines’ Privacy Notice (“Privacy Notice”), which is available at https://www.soulmachines.com/natwest-privacy-notice


You agree not to access or use, or attempt to access or use, the Service to take any action that could harm us, Soul Machines or any third party, interfere with or harm the Service or its operation , or use the Service (including by providing information to the Service) in any manner that violates any laws or third party rights.  For example, and without limitation, you must not:

a.     Modify, translate, reverse engineer, disassemble, decompile or create derivative works of the Service, or allow a third party, directly or indirectly, to do any of the above;

b.     Permit any third party to access or use the Service;

c.     Post, use, store or transmit information that is false, incomplete, outdated, infringing, unlawful or would otherwise violate third party rights, is libelous, defamatory, deceptive, obscene, fraudulent, predatory of minors, harassing, threatening or hateful;

d.     Disrupt or attempt to disrupt the operation of the Service by any method, including through use of viruses, Trojan horses, worms, time bombs, denial of service attacks, flooding or spamming or use any robot, scraper or similar technology;

e.     Attempt to gain unauthorised access to any user accounts, computer systems or networks; or

f.      Engage in behaviour towards a Digital Human, or encourage a Digital Human to engage in behaviour, which we or Soul Machines deem to be abusive, unlawful, libelous, defamatory, deceptive, obscene, fraudulent, predatory of minors, harassing, threatening, hateful or otherwise harmful or offensive.

Neither we nor our service providers (including Soul Machines) will be liable if for any reason all or any part of the Service is unavailable at any time or for any period. We reserve the right to maintain, delete or destroy all communications and materials posted or uploaded to the Service in our and Soul Machines sole discretion.


a.     Reservation of Rights.  Nothing in this Agreement grants any right, title or interest in or to (including any license under) any intellectual property rights in or relating to, the Service, whether expressly, by implication or otherwise.

b.     Soul Machines Digital Human Service.  All right, title and interest in and to the Service are and will remain with Soul Machines. 

c.     Rights Notices. All Soul Machines trade and service names, including, but not limited to "Soul Machines ®", are trademarks of Soul Machines.  All other brands and names are the property of their respective owners. Nothing contained in the Service should be construed as granting any license or right to use any trademark displayed on this site without the express written permission of us or such third-party that may own the trademark.


  The pilot feedback will be collected via an online questionnaire. You agree that we and Soul Machines and its affiliates, may use the Feedback in any way without obligation to you.


If you live in Scotland, Scots law applies to this agreement. If you live anywhere else, English law applies to this agreement. If there’s a dispute between us, you can take legal action against us in any UK court.