Terms & Conditions

1. About these Terms

These Terms & Conditions (“Terms”) govern the use of the TruWord service supplied by TruWord (“TruWord”, “we”, “us” or “our”) to the business or organisation that creates, purchases or uses a TruWord account (“Customer”, “you” or “your”). Our registered or trading address is Hill Street, Edinburgh, EH2 3JP. Company number (if applicable): Not applicable. VAT number (if applicable): Not applicable. Our website is https://truword.co.uk and our contact email is info@truword.co.uk.

TruWord is intended for business use. By creating an account, purchasing a subscription or continuing to use the service, you confirm that you are acting wholly or mainly for purposes relating to your trade, business, craft, profession or organisation and that the person accepting these Terms has authority to bind that business or organisation.

If you are using TruWord on behalf of a company, partnership or other organisation, references to “you” include that organisation. These Terms, together with any order, checkout information, invoice, applicable programme terms and the documents referred to in these Terms, form the agreement between us.

2. What TruWord provides

TruWord is a software platform that helps businesses request and manage customer reviews and referrals, create referral links, record referred enquiries and rewards, send or organise customer communications, receive enquiries, offer appointment or service booking, publish focused review/referral pages or fuller Business Profiles, use QR codes and share links, and view related account activity.

The exact features available to you may depend on the current version of the service, account configuration and features we make available. Unless we expressly agree otherwise in writing, TruWord is provided as a standard hosted service rather than as bespoke software developed specifically for you.

TruWord does not itself provide the trade, professional, retail or other services advertised by businesses using the platform. A contract between a TruWord business customer and its own customer is separate from the contract between TruWord and the business customer.

3. Creating and using an account

You must provide accurate account and business information and keep it reasonably up to date. You are responsible for maintaining the confidentiality of login details, deciding who may access your account and ensuring that staff or other authorised users only have the permissions they need.

You are responsible for activity carried out through your account except to the extent that it results directly from our breach of these Terms or our failure to use reasonable security measures. You must tell us promptly if you believe credentials have been lost, disclosed or misused, or if an unauthorised person has accessed your account.

You must not allow access to TruWord in a way that circumvents account limits, security controls or payment requirements. You must not attempt to gain unauthorised access to our systems or another customer’s information.

4. Subscription, price and payment

The price, billing interval, payment method and any taxes applying to your subscription are shown before you complete your purchase and are also available in Billing. Prices displayed to business customers may be shown inclusive or exclusive of VAT according to the platform’s current pricing configuration. Where VAT is chargeable, it will be dealt with in accordance with applicable law and the information shown at checkout or on the invoice.

TruWord may offer card payment, annual payment by bank transfer, or both. Where card payment is offered, a monthly or annual interval may be available. Where annual bank transfer is offered, we will issue an invoice using the payment details shown on that invoice. Unless the invoice states otherwise, payment is due within 7 calendar days.

If checkout states that a card subscription renews automatically, the subscription will renew on the interval shown unless automatic renewal is turned off or the subscription is otherwise ended before the renewal is processed. Where renewal is by annual invoice, a new invoice may be issued for the next annual term and payment will be required for continued active service. The renewal arrangement applying to your account is shown in Billing.

We may suspend paid features, public pages, customer messaging or account access if payment is overdue, a payment fails, a subscription expires or we reasonably believe a payment is unauthorised or fraudulent. Suspension does not remove amounts already due.

5. Price changes

We may change our prices from time to time. A price change will not normally alter an amount already paid for the current subscription term. If a new price will apply to your next renewal, we will provide reasonable notice or make the new amount clear before the renewal becomes due. You may choose not to renew if you do not accept the new price.

Promotional, introductory or referral pricing may be subject to additional conditions shown when the offer is made. Unless expressly stated otherwise, promotional pricing applies only for the period or transaction described and does not create a right to the same price indefinitely.

6. Trials and promotional access

If we offer a trial, free period or other temporary access, the length and conditions will be shown when it is offered. We may limit features, usage or support during a trial and may end a trial if it is abused. A trial does not guarantee that any particular feature will remain available after the trial.

7. Cancellation, expiry and refunds

You may choose not to renew a subscription in accordance with the renewal method available to your account. Where automatic card renewal is enabled, you may turn off automatic renewal through the available Billing controls before the next renewal is processed. Where renewal is by invoice, you may allow the subscription to end by not paying the renewal invoice, subject to any amounts already due.

Because TruWord is supplied for business use, statutory consumer cooling-off rights do not normally apply. Fees already paid for an active subscription term are non-refundable except where required by law, where we expressly agree otherwise, or where a refund is due because we have materially failed to provide the contracted service and have not remedied that failure within a reasonable period after being notified.

When a subscription expires or ends, public pages and editing access may be suspended or made read-only. We may retain account data for a limited reactivation period, normally up to 12 months, subject to our Privacy Policy and any longer retention required for invoices, legal claims, security or regulatory obligations.

8. Your business content

You remain responsible for the business information, text, images, logos, service descriptions, prices, testimonials, review links, customer information and other content you add to TruWord (“Customer Content”). You confirm that you have the rights and permissions needed to use and publish that content and that it is accurate, lawful and not misleading.

You grant us a non-exclusive, worldwide, royalty-free licence for the duration of the agreement to host, copy, process, format, transmit and display Customer Content solely as reasonably necessary to provide, secure, support and improve TruWord. This licence ends when the relevant content is deleted from active systems, subject to ordinary backup and legal retention periods.

You must not upload or publish content that infringes intellectual property rights, privacy rights or confidentiality obligations, is defamatory, fraudulent, unlawful, discriminatory, abusive, obscene, malicious or deceptive, or contains malware or code intended to interfere with the service.

9. Reviews and third-party review sites

TruWord can provide links that make it easier for customers to reach review sites chosen by the business, such as Google or other third-party platforms. TruWord is not the operator of those third-party review services and does not control whether a review is accepted, published, removed, ranked or displayed by them.

A review-link click recorded in TruWord shows that a customer opened a review destination; it does not prove that a review was submitted or published. You must comply with the rules of each review platform you choose to use, including rules relating to incentives, review gating, authenticity and prohibited content.

You must not use TruWord to misrepresent customer opinion, fabricate reviews, pressure customers into giving only positive reviews, suppress legitimate criticism unlawfully or otherwise manipulate a third-party review system.

10. Customer communications and electronic marketing

TruWord can help you send or organise messages to your customers, including requests for reviews, recommendations or other follow-up. You are responsible for deciding who should be contacted, the purpose of the message, the lawful basis for using the customer’s information and whether the communication is permitted under the UK GDPR, Privacy and Electronic Communications Regulations and any other applicable law.

You must honour unsubscribe requests, objections and communication preferences. You must not use TruWord for spam, purchased marketing lists, unlawful cold outreach, deceptive communications or messages that you do not have a lawful right to send.

We may apply sending limits, suppress known opt-outs, pause suspicious activity or disable messaging where reasonably necessary to protect recipients, maintain deliverability, comply with law or protect the reputation and operation of the service.

11. Customer referrals and rewards

TruWord allows you to create referral links and, if you choose, offer your own customers a reward for successful referrals. You are solely responsible for the terms of any customer referral programme you create, including the reward offered, eligibility criteria, qualifying event, maximum rewards, expiry, exclusions, tax treatment and payment or fulfilment of rewards.

TruWord records referral activity based on links, attribution identifiers, enquiries and status information available to the platform. No tracking method is perfect. You should review disputed or unusual referrals before paying a reward and must not represent TruWord’s attribution data as infallible evidence where other facts show otherwise.

The TruWord business-to-business referral programme, through which one TruWord customer may recommend TruWord to another business, is separate from customer referral programmes operated by our customers. Additional programme terms or eligibility rules shown in the platform may apply to that programme.

12. Enquiries and bookings

TruWord may allow members of the public to submit an enquiry or request a booking with your business. You are responsible for responding to enquiries, maintaining accurate availability, providing the booked service, setting any cancellation or rescheduling terms that apply between you and your customer, and complying with consumer, professional, licensing, health and safety or other laws relevant to your own services.

TruWord does not guarantee that a booking or enquiry will result in a sale, that a customer will attend an appointment, or that information submitted by a visitor is accurate. You should use your normal business judgement before accepting work or relying on information supplied by a customer.

13. Business Profiles and public pages

You may publish a Business Profile or focused TruWord page using a TruWord address. Public pages are intended to present information supplied or selected by the relevant business. TruWord does not endorse, certify or guarantee a business merely because it uses the platform.

You are responsible for keeping public information accurate, including service descriptions, contact details, opening hours, service areas, prices and availability. You must not impersonate another business or use branding, photographs or content you do not have the right to use.

14. Third-party services and integrations

TruWord may connect to or rely on third-party services such as payment providers, email-delivery services, calendar applications, review platforms, analytics services or other external systems. Those services may have their own terms and privacy policies and may change, restrict or discontinue their services independently of us.

We will take reasonable care when selecting and operating integrations, but we are not responsible for the acts, omissions, availability or independent decisions of a third-party service outside our reasonable control. Where an integration becomes unavailable, we may modify, replace or remove it.

15. Intellectual property

TruWord, the software, design system, source code, databases, documentation, branding and all intellectual property created by or for us remain owned by us or our licensors. Except for the limited right to use the service during an active subscription, no intellectual property rights are transferred to you.

You must not copy, resell, sublicense, reverse engineer, scrape, reproduce or create derivative services from TruWord except to the extent expressly permitted by law or by us in writing. You may use ordinary exports, QR codes, public links and materials generated for your business in the way the service is intended to be used.

16. Acceptable use

You must use TruWord lawfully and in a way that does not harm the service, other customers or members of the public. You must not attempt to bypass security, probe vulnerabilities without permission, introduce malware, overload the service, automate access in an abusive way, scrape other customers’ information, interfere with another account or use TruWord to facilitate fraud, harassment or unlawful conduct.

We may investigate suspected misuse and may restrict or suspend access where reasonably necessary to protect the service or others. Where practical and appropriate, we will give you an opportunity to correct a problem before permanent termination, but we may act immediately where there is a serious security, legal, fraud or abuse risk.

17. Availability, maintenance and changes to the service

We aim to keep TruWord available and reliable, but no online service can be guaranteed to operate without interruption or error. Planned maintenance, emergency maintenance, hosting failures, internet outages, software defects, third-party incidents or events outside our reasonable control may temporarily affect availability.

We may update, improve, replace or remove features as the service develops. We will not deliberately remove the core value of a paid subscription during its current term without a reasonable operational, legal, security or product reason. Where a material change significantly reduces the service a customer has already paid for, we will take reasonable steps to provide notice and an appropriate remedy where required.

18. Support

Support is provided through the channels made available in TruWord. We will use reasonable efforts to respond to support requests and resolve faults, but unless we have agreed a separate written service level, we do not guarantee a particular response or resolution time.

19. Data protection roles

For business account information, billing information, support records, security information and our own website or marketing activity, TruWord generally acts as a controller. For customer information that you place in TruWord and instruct us to process for your reviews, referrals, messages, bookings and enquiries, you generally act as controller and TruWord acts as processor.

You are responsible for complying with your obligations as controller, including providing appropriate privacy information, choosing a lawful basis, responding to data subject rights and ensuring that your instructions to us are lawful. Our Privacy Policy explains these roles in more detail.

20. Data Processing Terms: scope and instructions

Where TruWord processes personal data on your behalf as a processor, this section forms the data processing agreement required by Article 28 of the UK GDPR. The subject matter of processing is the provision of the TruWord service. Processing lasts for the period during which we provide the service and for any limited retention period required to return, secure, back up, delete or lawfully retain information after the service ends.

The nature and purpose of processing may include hosting customer records; organising review and referral requests; sending communications you instruct us to send; generating customer referral links; recording referral attribution, enquiries, jobs and rewards; processing public form submissions; administering bookings; providing account analytics; importing and exporting customer information; providing support; maintaining security; and carrying out other processing reasonably necessary to provide the features you choose to use.

The categories of data subjects may include your customers, prospective customers, referred persons, people making enquiries or bookings, your staff and other individuals whose information you lawfully place in TruWord. Personal data may include names, email addresses, telephone numbers, company names, service or job information, dates, notes, communication status, referral identifiers, enquiry details, reward information, booking information, location information and technical identifiers generated through use of the service.

We will process this personal data only on your documented instructions, including these Terms and instructions given through your use and configuration of TruWord, unless UK law requires us to process it otherwise. If the law requires processing outside your instructions, we will inform you before doing so unless the law prohibits that notice.

21. Data Processing Terms: confidentiality and security

We will ensure that people authorised to process customer personal data are subject to appropriate confidentiality obligations. We will maintain technical and organisational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access, taking account of the nature of the data, the service and the risks reasonably known to us.

You acknowledge that no security system is perfect and that you remain responsible for using suitable passwords, controlling user access, securing your own devices and systems, and avoiding the upload of personal data that you do not need TruWord to process.

22. Data Processing Terms: sub-processors

You give us general written authorisation to appoint sub-processors where reasonably required to provide TruWord, including providers of hosting, infrastructure, email delivery, payments, support, security and other technical services. We will ensure that a sub-processor is bound by written data protection obligations that provide an appropriate level of protection for the processing it performs.

We remain responsible for our sub-processors to the extent required by applicable data protection law. We may change sub-processors as the service develops. Where a change is likely to materially affect the processing of customer personal data, we will take reasonable steps to provide information about the change. Information about current categories of sub-processors is available on request.

23. Data Processing Terms: assistance and data subject rights

Taking account of the nature of the processing and information available to us, we will provide reasonable assistance to help you respond to data subject rights requests and to meet obligations relating to security, personal data breaches, data protection impact assessments and regulator consultation where those obligations relate to processing carried out by TruWord on your behalf.

If we receive a request directly from a person relating to personal data for which you are controller, we may direct the person to you or forward the request to you rather than responding substantively on your behalf, unless you instruct us otherwise or the law requires a different response.

24. Data Processing Terms: personal data breaches

If we become aware of a personal data breach affecting customer personal data that we process on your behalf, we will notify you without undue delay after becoming aware of it and provide information reasonably available to us to help you assess and meet any applicable notification obligations. Our notice does not amount to an admission of fault or liability.

25. Data Processing Terms: international transfers

We will not make a restricted transfer of customer personal data outside the United Kingdom unless an appropriate transfer mechanism or exception permitted by UK data protection law applies. This may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses or another lawful mechanism.

26. Data Processing Terms: return, deletion and audits

At the end of the service, and subject to the normal account-retention period, backups and legal retention duties, we will delete or anonymise customer personal data or make available the export functionality provided by the service. If you require an export, you should obtain it before the account is permanently deleted.

We will make available information reasonably necessary to demonstrate compliance with our processor obligations. If a formal audit is reasonably required by law and cannot be satisfied by existing information, the parties will agree a proportionate scope, timing and method that protects the security and confidentiality of TruWord and other customers. You will bear your reasonable audit costs, and we may charge reasonable costs for exceptional assistance beyond normal compliance information unless the audit identifies a material breach by us.

27. Confidentiality

Each party may receive confidential business, technical, security or commercial information belonging to the other. Each party will use the other’s confidential information only for the purposes of the agreement, protect it with reasonable care and not disclose it except to staff, advisers, contractors or service providers who need it and are subject to appropriate confidentiality obligations, or where disclosure is required by law.

Confidential information does not include information that is already lawfully public, was lawfully known without restriction before disclosure, is independently developed without use of the confidential information, or is lawfully received from a third party without a duty of confidence.

28. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Subject to the paragraph above, neither party will be liable to the other for loss of profit, loss of revenue, loss of anticipated savings, loss of business opportunity, loss of goodwill, indirect loss or consequential loss arising out of or in connection with TruWord, except to the extent such exclusion is not permitted by law.

Subject to the first paragraph of this section, our total aggregate liability arising out of or in connection with the service, whether in contract, tort (including negligence), breach of statutory duty or otherwise, will not exceed the total fees paid or payable by you to TruWord during the 12 months immediately preceding the event giving rise to the claim. If the claim arises during your first 12 months, the cap will be the fees paid or payable for that first 12-month period.

We are not liable for the quality, safety, legality or performance of services supplied by a TruWord business to its own customers, for the independent decisions of third-party review platforms, or for losses caused by inaccurate information, unlawful communications, missed bookings, unpaid referral rewards or other matters under the control of the business using TruWord.

29. Your responsibility for claims caused by your misuse

If a third party makes a claim against us because Customer Content, customer communications, referral terms or another use of TruWord by you is unlawful or infringes that third party’s rights, you will be responsible for the reasonable losses, liabilities and costs we incur to the extent the claim was caused by your breach of these Terms, your unlawful instructions or material you did not have the right to use. We will take reasonable steps to mitigate loss and will not settle a material claim in a way that imposes a non-financial obligation on you without consulting you where reasonably practicable.

30. Suspension and termination by us

We may suspend or terminate an account if you materially breach these Terms and, where the breach can reasonably be remedied, fail to remedy it after notice; if payment remains overdue; if use of the account creates a material security, fraud, legal or reputational risk; if you misuse customer data or communications; if you become insolvent; or if we are required to do so by law.

Where the circumstances allow, we will act proportionately and give reasonable notice. We may suspend immediately where delay would expose people, data, systems or the service to serious risk.

31. Force majeure

Neither party is responsible for delay or failure caused by events outside its reasonable control, such as widespread internet or telecommunications failure, failure of critical third-party infrastructure, natural disaster, war, civil disorder, industrial action, government action or major cyberattack, provided the affected party takes reasonable steps to reduce the effect of the event and resumes performance when reasonably possible.

32. Changes to these Terms

We may update these Terms to reflect changes in law, regulation, security requirements, payment methods or the service. The current Terms will be published on https://truword.co.uk. If a change materially affects an existing paid customer’s rights or obligations, we will take reasonable steps to give notice before the change takes effect. Changes will not retrospectively alter fees already paid for a completed period unless required by law.

33. Notices

We may send contractual or operational notices to the email address associated with your account or display them within TruWord. You are responsible for keeping your account email address current. Notices to us should be sent to info@truword.co.uk, unless we specify another address for a particular matter.

34. Assignment

You may not transfer the agreement to another person or organisation without our written consent, which we will not unreasonably withhold where the transfer is part of a genuine sale or reorganisation of your business and the new party agrees to these Terms. We may transfer the agreement as part of a sale, restructuring or transfer of the TruWord business, provided this does not materially reduce your contractual rights.

35. Entire agreement and severability

These Terms and the documents expressly incorporated into them form the entire agreement relating to the TruWord service and replace earlier discussions or representations about the same subject, except for fraud or any matter that cannot legally be excluded. If a provision is found unenforceable, the remaining provisions will continue in effect and the invalid provision will be treated as modified only to the minimum extent necessary to make it enforceable.

36. No waiver and third-party rights

If either party does not enforce a right immediately, that does not waive the right. Unless these Terms expressly say otherwise, a person who is not a party to the agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.

37. Governing law and courts

These Terms and any non-contractual obligations arising from them are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where mandatory law requires otherwise.

38. Contact

If you have a question about these Terms or your TruWord subscription, please contact us at info@truword.co.uk.