Terms of service.

1. Using the service

You can use Atlas Core for any lawful business purpose. Accounts are for organisations, not consumers - by signing up you confirm you are doing so on behalf of a business and that you can commit it to these terms.

Giving your people access is your job. You create, suspend and remove user accounts yourself; we do not vet, train or supervise the people you invite. Anything done from an account in your tenant - data entered, orders raised, prices changed, records deleted, messages sent to your customers - counts as done by you, whether the person at the keyboard is an employee, a contractor or a seasonal temp. Keep credentials confidential and tell us as soon as you suspect an account has been compromised.

You must not: reverse-engineer the platform, resell or sublicense access, attempt to reach other tenants, or use it to send unsolicited bulk email. We will suspend accounts engaged in this kind of activity.

2. Your licence

While your subscription is paid up, you have a non-exclusive, non-transferable right to use Atlas Core for your own business, limited to the number of user seats on your plan. Seats are named users, not concurrent sessions - one login per person, not one login per shift.

Atlas Core is self-service. You sign up, configure it, load your data and run it yourself. Onboarding, migration, training, integration and custom development are not part of the subscription; where we offer them at all, they are quoted and paid for separately.

Everything we have not expressly granted here stays ours: the software, its source, its design, its documentation, and any feedback you send us that we choose to build into the product.

3. Your data

Your data is your data. We process it on your behalf under the Data Processing Agreement signed at account opening. You can export it at any time - from the Settings screen, over API, or by asking us. No "exit fees", no surcharges, no delay tactics.

Every instance is dumped nightly and the control plane hourly. Each dump is checksummed, and restores are tested on a rotation rather than assumed to work. Backups are kept for 30 days.

4. Subscriptions & billing

Subscriptions are billed monthly in advance. We charge at the beginning of each billing month, for that month, to the payment method on file. Your plan, its price, its seat count and its renewal date are shown on the billing page.

A subscription runs for the full period it was paid for. Charges already taken are not refundable - not in whole, not pro rata, and not for time or seats you did not end up using. Pausing your own use of the service does not pause billing.

We may raise subscription prices once per year, by no more than CPI plus 3%, with at least 60 days' notice. If you don't like the new price, you can cancel before it takes effect and pay nothing extra.

If a payment fails we retry it and email you. Late payment after 30 days will pause new feature access and scheduled exports; we'll email twice before anything is disabled. Service is fully restored the day payment clears. Prices exclude VAT and any other taxes, which are added where they apply.

5. Upgrades, downgrades & seats

Upgrades take effect immediately and are charged immediately. Moving to a higher plan, or adding user seats, is billed at once: a pro-rata amount covering the extra users for the remainder of the current period, then the full new price from the next invoicing cycle onward.

Downgrades take effect from the next invoicing period. Moving to a lower plan, or reducing the number of seats, applies from your next invoice. The current period stands as paid, with no refund or credit for the seats you are giving up, and those seats stay usable until the period ends.

So the direction matters: up is immediate and charged now, down is deferred and never refunded. Buy the seats you need this month, not the ones you might need next quarter.

6. Free trials

Where we offer a free trial, it runs for the period stated when you sign up. Trials cannot be extended, and there is one per customer - a second sign-up under a different email address, a related company or another trading name is still the same customer.

A trial gives you the software as it stands, with no support commitments, no uptime credits and no guarantee that a feature you tried will still work the same way later. We may change a trial's limits or end it early if it is being used to load-test the platform, resell access, or get around the one-trial rule.

A trial turns into a paid subscription. You give us a payment method when you start one. When the trial period ends, the plan you signed up on begins automatically and is charged to that payment method, monthly in advance, on the terms in section 4. The price and the date it starts are shown on your billing page for the whole of the trial.

To stop that, cancel before the trial ends - from the billing page, at least 24 hours before the end date, as in section 10. Cancel in time and you are charged nothing at all. Cancel later than that and the first month has already run: it stands, it is not refunded, and the subscription closes at the end of that month instead.

If the trial ends without becoming a subscription, access stops and trial data is deleted 30 days later.

7. Uptime & credits

We target 99.95% monthly uptime on production tiers. If we miss it in a given month, you can claim a service credit:

• 99.5% – 99.94%: 10% of that month's fee
• 99.0% – 99.49%: 25% of that month's fee
• Below 99.0%: 50% of that month's fee

Claim within 30 days of the end of the month in question by emailing support with the dates you were affected; we check it against our incident record and tell you either way. Credits apply to your next invoice and are your sole remedy for downtime or degraded performance. Planned maintenance (announced 7 days in advance, never during UK/EU business hours) doesn't count toward downtime. Trials, sandboxes and free tiers carry no uptime target and earn no credits.

8. Support

Email support is included on every plan, with a 2-working-day response target on Grower and a 1-working-day target on Wholesaler and above. Priority email and phone support is included from Wholesaler upward, with a 2-hour target and 24/7 cover on severity-1 issues. A dedicated customer success manager and SLA-backed response targets are standard on Omnichannel; available as an add-on otherwise. Response targets are targets, not guarantees, and support covers the product as built - not your configuration decisions, your hardware or your network.

9. Changes to the service

We add features all the time. We don't quietly remove them. If we need to retire or materially change a feature you depend on, you'll get at least 90 days' notice and a migration path.

We update these terms only where we have to. Anything to your disadvantage needs 30 days' notice before it takes effect, and you may cancel for free during that window.

10. Cancellation & ending the agreement

You can cancel at any time from the billing page. Cancellation must reach us at least 24 hours before your renewal date. Later than that and the renewal has already run: it stands, it is not refunded, and the cancellation takes effect at the end of that new period instead.

Cancelling stops the next renewal - it does not end the period you are in. Your subscription runs to the end of the period you have paid for, you keep full access until then, and that payment is not refunded. Asking us to terminate mid-period means the same thing: the account closes when the current period ends.

We can end the agreement for material breach you haven't fixed within 30 days of us telling you, or for non-payment after 60 days.

Either way, you get a 90-day export window from the end of your last paid period, during which your data stays accessible at no cost. After that we delete it.

11. Warranties & liability

Atlas Core is provided as it is and as available. We do not warrant that it will be error-free or uninterrupted, that it will meet your particular requirements, or that it is fit for any specific purpose of yours. Beyond the uptime credits above and anything the law implies and will not let us exclude, we give no warranties, express or implied.

We make no promise about results. Nothing on our website, in a demo, in a proposal or in a sales conversation is a guarantee of revenue, margin, cost saving, yield, stock accuracy, regulatory compliance or any other outcome. The decisions you take on the strength of what the software shows you are yours, and running your own checks on figures that matter is part of using it.

Neither side is liable for indirect or consequential loss, lost profit, lost revenue, lost sales, lost or corrupted data, wasted expenditure or business interruption. For anything we are liable for, our total liability in any 12-month period is capped at the fees you paid us in that period.

Nothing in this clause limits liability for death, personal injury, fraud, or anything else the law says we can't exclude.

12. Legal stuff

These terms, the Data Processing Agreement, your order form and our Privacy Notice form the whole agreement between us. They're governed by the laws of England and Wales. Disputes go to the courts of London - though we'll genuinely try to resolve them over a call first.

Neither side is responsible for delay or failure caused by events outside its reasonable control. If a clause turns out to be unenforceable, the rest of these terms stand. Not enforcing a term straight away doesn't waive it later.

You can't transfer this agreement without our consent; we can transfer it as part of a corporate restructuring, on 30 days' notice.

Questions? [email protected].