Terms & Conditions
Last updated: December 2024
Age requirements
In the UK, you must be aged 16 or over to subscribe to our online services. Outside of the UK, you must be legally recognised as an adult to subscribe.
What you have
A single right to use the service you have subscribed to. This allows you to use it for your own personal use. Access rights are licensed to you (not sold) and access is permitted on a temporary basis.
When does your subscription start?
The day you either complete registration (free subscriptions) or your purchase (paid subscriptions).
When does it finish?
Free subscriptions continue until you tell us to close your account. Paid subscriptions will continue until you cancel your account or your monthly recurring payment fails after 2 consecutive attempts to renew your subscription using your defined payment method.
How we provide our services
We will provide our services as described on our website. We do not promise they will always be available, error free or meet your expectations. We use third-parties in delivering our services and you confirm we can do so. We are responsible for the things they do, forget or fail to do, and we have written agreements with them. We will maintain the security of our services using measures that balance the tools available, their cost, the nature of our services, the processing they do, and any risks to your and others’ rights. We allow you to download and use a copy of any relevant apps that we make available to you. This right is granted to each user.
Licence to use Content
We need to process, store and display your Content and Smart Data so you can use the services. You allow us to do this and grant us the rights to do so. We do not have to pay for this licence.
Summary of terms and how we can change them
These Terms apply to your use of the services through our apps (whether on a laptop, mobile device or otherwise), websites, or via a gateway. We can change these Terms at any time by posting an updated version online and the changes take effect 30 calendar days later. Continued use after that date shall mean you accept the changes. If you are a consumer and the changes are big and not to your advantage we will let you know. If you do not like the changes you may end your subscription within 5 days of our notice and receive a refund of fees paid by you that relate to the period after your subscription ends.
Paid subscriptions
Follow the onscreen prompts to complete your purchase. You will need to provide a current, valid and accepted method of payment. Please check your order carefully before completing it to ensure there are no errors. You will receive an email to confirm completion of your order. If your order cannot be accepted we will let you know. The billing cycle is monthly in advance (unless stated otherwise). Your payment date may change if, for example, a payment cannot be taken on the due date. You remain responsible for uncollected amounts, including if this happens as a result of a refused or failed payment. If a payment is not successfully settled and you do not cancel your subscription, we may suspend access until payment is made. If you do not make any payment by the due date interest may be charged on the overdue amount at the rate of 3% a year above the Bank of England’s base from time to time, or the maximum amount permitted by law if lower. You must pay us interest together with any overdue amount.
All payments must be in funds and through banking channels not blocked or frozen by any authority.
Electronic content provided by us
If we provide electronic content to you and it damages your device because we were not careful, then we will repair your device. This does not apply to Content you send, share or store, or receive from other users.
What we are not responsible for
We are not responsible for:
- damage you could have avoided if you had followed our advice to apply an update (which, if it was an update to our software, we made available free of charge).
- damage caused by your failure to follow installation instructions or meet the technical requirements of our software or services.
- the results and conclusions obtained from your use of the Services, and for decisions that you take. The guidance given by the Prevent service in particular is based on its analysis of your behaviour and is designed to assist, and not replace, your own decision making and judgement.
- loss of profit, loss of business, business interruption, or loss of business opportunity where you use our services for commercial, business or re-sale purposes.
Sometimes things may happen that are outside our control (e.g. problems with the Internet, third-party software, services and hardware, epidemics, pandemics). We will not be responsible for these provided we try to avoid or remove the cause where we can. If the delay is likely to go on for some time you can contact us to end your subscription and we will refund any fees you have paid in advance for the period after the date your subscription ends.
For everything else
For all other damages and liability that it was obvious could occur or that we both knew might happen if we did not comply with these Terms, we will not be required to pay you more than the greater of (i) £1,000; or (ii) the fees paid by you to us in the 12 months prior to your claim, as long as, in each case, we provide our services to you with reasonable care and in a timely manner.
How you can end your subscription
Whilst you can let us know that you want to end a paid subscription at any time, we do not refund any fees paid unless you are terminating because we have breached these Terms or otherwise required by law. You may cancel your subscription through the link on your dashboard or contact us directly. If you are a consumer and you are ending your subscription because: (a) we have told you about a big upcoming change to our services or these Terms and you do not agree with the changes; or (b) we told you about an error in the pricing or the service description and you do not wish to proceed with your order; or (c) we have suspended the services for technical reasons for longer than 7 consecutive calendar days; or (d) you have a legal right to cancel because of something we have done wrong, then we will refund you for any services not provided and you may be entitled to compensation.
Suspension
We can temporarily or permanently suspend your account or otherwise terminate your subscription without notice if: (a) you breach these Terms (including non-payment); or (b) your use poses a security risk, or if we are required to do so by law or regulation (or in our opinion, to respond to a change in law, regulation or risk associated with us operating in a particular territory), or an emergency; or (c) there are serious and/or repeated allegations or complaints about the nature of the Content that you upload, send or share using the services.
If you are a consumer we will contact you in advance to tell you of a suspension unless the issue is urgent or an emergency. If we suspend your account for longer than 7 consecutive calendar days you may contact us to end your subscription and we will refund any fees you have paid in advance for the period after the date your subscription ends.
How we can end your subscription
We can end your subscription at any time by giving you 30 calendar days’ notice. If we do, we will refund any relevant fees to you for services not provided after the date your subscription ends (unless we are terminating because of an event set out under “Suspension” immediately above).
Ownership of the Services
We own our services (and all rights, title and interest in and to them). Sometimes these rights may belong to other companies in our group, or third-parties who let us use them (and to allow you to do so). Use of any third-party software that forms part of the software or services we provide you with access to is also subject to these Terms – it can only be used in conjunction with the relevant service and not separately. We (or the relevant company in our group or third-party) also own the rights in documentation, developments, software code, changes, updates and new versions of them, and to hardware, software and other items used to provide or access them (including any developed or created in response to your request). Unless you have a right to use them in these Terms, you are not granted such rights.
Your feedback is always appreciated. If you give us any ideas we may consider them and use them at our discretion (this means that legally that you grant us a fully-paid up, royalty free, worldwide, perpetual, irrevocable, transferable, sub-licensable (including through multiple tiers) right to use, modify, distribute and incorporate them into software and services without payment or attribution of any kind).
General
- We reserve the right to transfer our rights and responsibilities under these Terms to any buyer of our business. We will make sure that any transfer will not affect your rights under these Terms. We may provide information to any company that is looking to purchase or invest in us (or part of our business).
- You cannot assign or transfer your agreement with us to someone else. These Terms are only between you and us. Except for owners of third-party software who may enforce parts of these Terms to the extent necessary to protect their rights in their software, no-one else has rights under them.
- Each of these Terms operates separately (meaning if something is found to be wrong or cannot be enforced or relied upon then only that bit will be removed, the rest will remain in force).
- Just because a right under these Terms is not exercised fully, immediately or timely, or on a particular occasion, does not mean it will never be used. Waivers must be signed and in writing.
- Everything that applies to your use of our services is set out in these Terms. Documents or policies referred or linked to form part of these Terms by reference. Neither of us relies on anything that is not set out in these Terms. You will not have a claim for innocent or negligent misrepresentations or negligent misstatements. Nothing in this Section excludes or limits liability for fraud or fraudulent misrepresentation. This Section does not apply if you are a consumer (as defined in these Terms).