Terms of Service

These Terms of Service (“Terms”) govern your access to and use of Retavu (the “Service”), operated by Registered business name not published yet (“we”, “us”, “our”). By creating an account or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

1. The Service

Retavu provides software that lets a business (“you”, the “Business”) create a booking website, take online bookings and payments, manage services and staff, and send marketing communications to its own customers. We provide the software; the Business is responsible for the content of its website, the services it offers, and its relationship with its own customers. Through its developer programme (section 8a) it also lets designers and agencies build websites for their own clients and sell them through the Service.

2. Accounts

• You must provide accurate account details and keep them up to date.
• You are responsible for keeping your login credentials secure and for all activity under your account.
• You must be at least 18 years old and able to enter into a binding contract.
• You are responsible for your team members’ use of the Service under access you grant them.

3. Plans, trials, billing and cancellation

• Paid plans are billed monthly in advance at the price shown when you subscribe. Prices are in GBP and exclusive of any taxes unless stated otherwise.
• Free trial. Where a free trial is offered, it applies to the Starter plan only and once per Business. If you do not cancel before the trial ends, we will charge the plan fee to your payment method and your subscription continues. Upgrading to a paid plan during a trial ends the trial immediately and starts billing at the higher plan’s price.
• Cancellation. You may cancel at any time; cancellation takes effect at the end of your current billing period and you keep access until then. We do not provide refunds for partial periods except where required by law.
• Changes. We may change plan prices or features on reasonable notice; changes apply from your next billing period.
• Payments are processed by Stripe. We do not store your full card details. Your use of Stripe is subject to Stripe’s terms.
• Payments that your own customers make for bookings settle to the Business’s own connected Stripe account — or, for a booking with a team member you have set to be paid directly, to that team member’s own connected Stripe account. Whoever’s account a payment settles to is the merchant for it and pays its Stripe processing fees, refunds and disputes. A payment set to go to a team member is never taken into the Business’s account instead: if theirs cannot take it, the booking cannot be paid for by card. We do not take a commission on any of these payments.
• A team member who connects their own Stripe account to be paid directly does so under Stripe’s terms, and agrees that the Business — and we, acting for it — may refund those payments to the customers who made them from the Service.
• Card needed to book. If you switch it on for a service, your customers save a card when they book, on the same connected Stripe account their booking’s payment would go to; nothing is charged then. The fee is charged exactly as the customer agreed it when they booked, at most once and within 7 days of the appointment, in only these ways: for a no-show, when you press the button yourself; and, where you switched late cancellations on, for a cancellation inside the late window — when the customer cancels through their own booking link, having been shown the fee and confirmed it, or when you cancel the booking because they asked you to and choose to charge it. You agree to charge a late cancellation fee on a cancel you record only when the customer asked you to cancel, never when you are calling the appointment off yourself. Whoever’s account the card is saved on is the merchant for the fee and handles its refunds and disputes. You are responsible for setting a fee that is fair, lawful and what your customer agreed to. The card is removed once 7 days have passed since the appointment, or sooner when no fee can apply.
• Because the card is saved on your own Stripe account (or the team member’s), you could in principle reach it from Stripe’s own dashboard. You agree not to — and not to let anyone — charge a card saved this way other than through the Service, and never for anything but the fee the customer agreed to. If you disconnect that Stripe account from the Service while cards are still saved on it, you agree to remove them from your Stripe account yourself: the Service can no longer reach them, and tells you which they are.

4. Acceptable use

You agree not to, and not to allow anyone to:

• use the Service for anything unlawful, fraudulent, or harmful;
• upload or publish content that is illegal, infringing, defamatory, obscene, or that you do not have the right to use;
• send unlawful, deceptive, or unsolicited marketing, or breach any marketing or spam laws;
• attempt to gain unauthorised access to, disrupt, reverse-engineer, or overload the Service;
• resell or provide the Service to third parties except as intended (running your own business on it, or building and selling websites for clients through the developer programme).

5. Your content and your customers’ data

You retain ownership of the content you upload (text, images, and your business information). You grant us a licence to host, process, and display that content solely to provide the Service. You are responsible for having the rights to any content you upload and for its accuracy and legality.

In respect of the personal data of your own customers (for example, people who book with you), you are the data controller and we act as your data processor. Our handling of personal data is described in our Privacy Policy. The terms on which we process it are in section 6, which forms the written contract required by Article 28 of the UK GDPR.

6. Data processing terms

This section applies whenever we process personal data on your behalf. It is the data processing agreement required by Article 28 of the UK GDPR, and it prevails over anything inconsistent elsewhere in these Terms.

What we process, and why. Subject matter: providing the Service. Duration: for as long as your account is open, plus the retention periods in our Privacy Policy. Nature and purpose: hosting, storing, transmitting and displaying the data so your bookings, shop, emails, reviews and website work. Types of personal data: names, email addresses, phone numbers, delivery addresses, booking and order records, saved-card references (never card numbers), reviews, and anything else you or your customers enter. Categories of data subject: your customers, your staff, and you.

Your obligations. You are the controller. You confirm that you have a lawful basis for the personal data you put into the Service, that you have given your own customers the information the law requires, and that your instructions to us are lawful. You are responsible for the accuracy and legality of the data you or your customers enter.

Our obligations. We will: (a) process personal data only on your documented instructions, of which these Terms and your use of the Service are the instructions — including as regards any transfer outside the UK — unless required otherwise by law, in which case we will tell you first unless the law forbids it; (b) ensure everyone authorised to process it is under a duty of confidence; (c) take the technical and organisational security measures required by Article 32; (d) not engage a sub-processor without the authorisation below, impose equivalent obligations on any we do engage, and remain fully responsible to you for their performance; (e) taking account of the nature of the processing, assist you by appropriate measures in responding to requests from data subjects; (f) assist you with security, breach notification, data protection impact assessments and prior consultation; (g) at your choice, delete or return the personal data at the end of the Service, and delete existing copies, except where we must keep it by law; and (h) make available the information needed to demonstrate compliance with this section, and allow for and contribute to audits, on the terms below.

If we think an instruction is unlawful. We will tell you promptly if, in our opinion, something you have instructed us to do would breach data protection law. We may pause that particular instruction until it is resolved, without pausing the rest of the Service.

Audits. You may audit our compliance with this section once in any twelve-month period, on thirty days’ written notice, during normal business hours, without unreasonably disrupting the Service, and subject to confidentiality. We will answer a reasonable written questionnaire first, and an on-site inspection only applies where that genuinely leaves your question unanswered. You bear your own costs, and ours where an audit goes beyond a questionnaire. A regulator with the power to audit us may do so without these limits.

Costs of assistance. The help described in (e) and (f) is free where the Service already does it — a customer who booked can remove their own details themselves; from a customer’s panel on your Customers page you can correct their name, email or phone, download a copy of everything held about them to send them, or remove their details, which you can also do from one of their shop orders; and the dashboard and its exports show you what you hold. Where you ask for work beyond that, we may charge our reasonable costs, having told you before we start.

Sub-processors. You give us general authorisation to use the following: Supabase (database, sign-in and file storage), Resend (email delivery), Vercel (hosting), Anthropic (the AI drafting features), and Expo (notifications to the phone app, which it hands to Apple or Google to deliver). Where you turn on browser notifications, your browser’s push service (Google, Mozilla, Apple or Microsoft, depending on the browser) transmits them to your device; those messages are encrypted with your device’s own keys and the push service cannot read them. Notifications to the phone app are different: they pass through Expo and then Apple or Google to the device as readable text, and they include a customer’s name, what they booked and when — and, if an email to a customer couldn’t be delivered, that customer’s email address.

Stripe is not simply a sub-processor. For payment processing, fraud prevention and its own regulatory obligations it acts as a controller in its own right, deciding those things for itself rather than on our instructions; it acts as a processor only where its own data processing agreement says it processes on our behalf. Your use of Stripe is governed by its terms and privacy policy alongside these Terms, and where you take payments yourself you have your own direct relationship with them.

Changing them. We will give you at least fourteen days’ notice before adding or replacing a sub-processor. If you have a reasonable data protection objection, tell us within that period and we will work with you in good faith to find an alternative. If we can’t, you may end your subscription without penalty and we will refund the unused part of the period you have paid for.

Where the data goes. Where it sits and who we contract with are two different things, and both matter. The database, logins and files are stored in Ireland, which UK law treats as protecting data to the UK’s standard, but the company behind them is in Singapore, with support from its US company — covered by the standard contractual clauses, with the UK Addendum, in our agreement with them. The application runs in the United Kingdom, though our hosting provider is a US company. Our hosting provider, Resend, Expo and Stripe’s US company process data in the United States and say they are certified under the UK Extension to the EU–US Data Privacy Framework; all but Expo also have standard contractual clauses with us, with the UK Addendum, so protection does not lapse if that recognition changes. Anthropic’s Irish company processes the AI features’ data in the United States under standard contractual clauses with the UK Addendum. We will tell you if this picture changes materially, and you can ask us for a copy of any of those safeguards.

Breaches. We will tell you without undue delay after becoming aware of a personal data breach affecting data we process for you, with the information you need to meet your own notification duties, and more as we learn it.

Requests and complaints from your customers. If one of your customers asks us to do something with their data, or complains to us about how it has been handled, we will pass it to you promptly and help you answer it; we will not answer it for you unless you ask us to.

7. Selling through your shop

Where you use the shop, you are the seller and the contract for those goods is between you and your customer. We provide the software; we are not a party to that sale, do not hold the money, and take no commission on it. Payments settle directly into your own connected Stripe account.

Your legal obligations as the seller. Selling to consumers at a distance in the UK carries duties that fall on you, not us — telling buyers the total price including delivery, your identity and address, the delivery timescale and their right to cancel before they pay; honouring the statutory cancellation period; refunding within the statutory time; and meeting your obligations on goods that are faulty or not as described. Our software helps you meet several of these, but the responsibility is yours, and you are responsible for what you list and sell.

Refunds, cancellations and disputes are between you and your customer. You decide them and you fund them, out of your own Stripe balance. We may provide tools to issue a refund, but doing so does not make us a party to it.

If we are charged for your sale. If a refund, chargeback, dispute, fine or other amount arising from your sales is debited from us — for example because your connected account has insufficient funds and Stripe recovers the shortfall from the platform — you agree to reimburse us that amount in full. We may set it off against any money we hold or owe you, or charge it to the payment method on your subscription.

7a. Reviews and tips

Reviews on your booking site are written by your customers, from the email the Service sends after a visit, and are held to our Reviews Policy. You choose whether your booking site shows them — all of them, or none — and who is asked. In using reviews you agree:

• not to write, buy or arrange a review of your own business — by you, your staff, or anyone who didn’t visit — or to hide or misrepresent one;
• not to offer anything to a customer for a review, or for changing or removing one, and not to put pressure on anyone over a review;
• that your replies follow the same rules as reviews do, and appear in public under the review;
• to use “This review is untrue” only for a statement of fact you can say is false — never for an opinion — and to use a reviewer’s name and postal address, if you are given them, only to settle the matter with them or to take it to court, and for nothing else. We may stop you using it if you report opinions as untrue again and again;
• that only we take a review down, for the reasons our Reviews Policy gives, and that court orders and other legal requests about a review come to us through our own contact details.

Tips. A team member paid directly into their own Stripe can switch on tips from their customers, paid straight into that account. You can switch on tips for yourself, paid into your business’s Stripe, only while nobody on your team is paid through your business — nobody customers book who isn’t paid into their own Stripe, and nobody with a team login who isn’t on your booking grid — and the Service switches them off by itself if that changes. You can only switch them on having confirmed that nobody works for you except people paid directly into their own Stripe, on the Service or off it. If you employ anyone, the law on sharing tips with workers is yours to follow. We take nothing from a tip; Stripe’s usual fee comes out of it. Tips are the income of the person who receives them, and theirs to account for.

8. Referring others (Refer & earn)

Anyone with an account can share a referral link. If a business signs up through your link and pays for the Pro plan, you earn a commission for each month they stay on it; if a developer signs up through your link, you earn a flat monthly amount while their subscription is paid. A referral counts if they sign up during the visit your link started or, if they let us remember it, within 12 months; the most recent referral link someone followed is the one credited. The current rates are shown on your Refer & earn page and may change for future referrals, but a change never alters commission you have already earned. Starter referrals, free trials and the part-month charge for an upgrade earn nothing — you are paid when a referral makes a full monthly payment.

You need somewhere to be paid. Commissions are paid to a Stripe account you connect yourself. You can share your link and start earning before connecting one — commissions accrue in the meantime and are paid automatically the moment your account is set up.

Unclaimed commission expires after 90 days. Each commission is held for 90 days from the day it is earned. If you have still not connected an account that can receive payouts by then, that commission can no longer be claimed. We will email you when you first earn something we cannot send, again 30 days before the deadline, and again 7 days before it — and nothing is ever forfeited unless those warnings were actually sent to you. If we cannot reach you, or the delay is on our side, the money keeps waiting. Connecting an account at any point before the deadline releases everything still held.

Commission can be reversed. If the payment that earned a commission is later refunded or charged back, that commission is reversed — from your balance if it has not been paid out, or from your connected account if it has. You cannot earn commission on your own accounts, and we may withhold or reverse commission we reasonably believe arises from misleading promotion, spam, or attempts to game the programme.

8a. The developer programme

The developer programme is for designers and agencies who build websites on the Service for their own clients and sell each one to its client through the Service. If you join it, this section applies to you as well as the rest of these Terms.

The subscription. It costs £29.99 a month, billed monthly in advance from the day you subscribe, with no free trial. You can cancel at any time from your Settings: it stops at the end of the month you have paid for, and nothing changes until then. Once it has ended you keep your login, your earnings records and any referral income, but you cannot create or send projects until you subscribe again.

Selling a site. You set the price, up to the most the Service allows, and your client pays it on a Stripe page. The payment is taken by, and settles into, your own connected Stripe account: you are the seller and the merchant for it, and its Stripe fees, refunds, disputes and chargebacks are yours. We take nothing from a sale. The contract for the website is between you and your client and we are not a party to it; before they pay, we tell your client that the site becomes theirs and goes live once they have paid, and that the payment is not refundable. If any amount arising from one of your sales is debited from us, you agree to reimburse it on the same terms as a shop sale (section 7).

Until it is paid for, the project is yours. You can keep changing it, and you can withdraw a sale you have sent at any time before it is paid: your client’s link stops working and the project goes back to a draft. To buy it, your client needs their own business account on the Service, with a live subscription.

When your client pays, the design you sold is copied into their account, and from then on it is their content under section 5 — theirs to change, keep or delete. You confirm that you have the right to let them have it, including every image and piece of text in it, and that nothing in it infringes anyone else’s rights. If you offered to look after the site and your client accepts, you are added to their account as a team member who can change their website and nothing else; your client can remove you at any time, and their account and its data are theirs, not yours.

Your clients’ details. To send a sale you give us your client’s name, their business name and their email address. You confirm you are allowed to, and we use them to send the sale and complete the handover, as our Privacy Policy describes.

9. AI-generated content

Some features use artificial intelligence to help draft website copy, designs, or emails. AI output can be inaccurate or unsuitable — you are responsible for reviewing, editing, and approving anything you publish or send. We make no warranty that AI-generated content is accurate, original, or fit for any particular purpose.

10. Third-party services

The Service relies on third parties (for example, payment, hosting, email, and AI providers). We are not responsible for those third parties’ services, and your use of features that depend on them may be subject to their terms.

11. Availability

We aim to keep the Service available but do not guarantee it will be uninterrupted or error-free. We may modify, suspend, or discontinue features, and may perform maintenance, from time to time.

12. Suspension and termination

We may suspend or terminate your access if you breach these Terms, if payment fails and is not resolved, or if required by law. You may stop using the Service at any time. Before you close your account you can download your bookings, finances and tips; 30 days after you close it we delete your customers’ personal details, your team’s logins, your files and your website, keeping your business name and the de-identified financial records (see our Privacy Policy). If your subscription lapses and you do not close the account, your site goes offline and your data is kept so that you can come back, until you close it.

13. Disclaimers

To the fullest extent permitted by law, the Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including fitness for a particular purpose and non-infringement. Nothing in these Terms limits any rights you have that cannot be limited by law.

14. Limitation of liability

To the fullest extent permitted by law, we are not liable for any indirect, incidental, or consequential loss, or for loss of profits, revenue, data, or goodwill. Our total liability to you for any claim arising out of or relating to the Service is limited to the amount you paid us for the Service in the twelve months before the event giving rise to the claim. Nothing in these Terms excludes liability that cannot be excluded by law (such as for death or personal injury caused by negligence, or for fraud).

15. Indemnity

You agree to indemnify us against claims, losses, and costs arising from your content, your use of the Service in breach of these Terms, or your relationship with your own customers.

16. Changes to these Terms

We may update these Terms from time to time. If we make material changes we will take reasonable steps to notify you. Continued use of the Service after changes take effect means you accept the updated Terms.

17. Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except where mandatory local law provides otherwise.

18. Contact

Questions about these Terms? Contact us at Contact address not published yet or Postal address not published yet.