Terms of Service

These terms are an agreement between you and Carpanini Group Ltd, trading as Tillvera (“Tillvera”, “we”, “us”). We are a company registered in England and Wales, company number 17134854, registered office 44 Frogmore Street, Abergavenny, NP7 5AN. You can contact us at support@tillvera.com.

By creating an account you agree to these terms. Please read them — we have tried to keep them clear and short. Our Privacy Policy explains how we handle your personal data.

Tillvera is designed for people running a business. Some parts of these terms apply differently depending on whether you are a business customer or a consumer (someone acting mainly outside their trade, business or profession). Where that matters, we say so. Nothing in these terms takes away rights you have by law, and any term that is unfair under the Consumer Rights Act 2015 will not be enforced against a consumer.

Tillvera is an online profit-intelligence platform for independent retailers. It includes:

• Profit, margin and category dashboards based on data you upload or connect
• The AI Coach, an AI assistant for retail questions
• Retail School lessons and resources
• Trial and experiment tracking tools

The AI Coach and all insights are general guidance only. They are generated automatically, can be wrong, and are not financial, accounting, tax, legal or regulatory advice. Check important decisions with a qualified professional.

• You must be 18 or over.
• Give us accurate details and keep them up to date.
• Keep your password secure and don't share your login. Each person needs their own account — on plans that include team access, invite managers through the Team feature.
• Tell us straight away at support@tillvera.com if you think someone else has accessed your account.
• If you sign up on behalf of a business, you confirm you have authority to accept these terms for it.

Accounts that subscribe on an annual plan get a 7-day free trial. No payment card is needed to start the trial and you will not be charged automatically when it ends — your account simply pauses until you confirm your plan. Monthly subscriptions do not include a free trial and billing begins on the day you subscribe.

If you do not subscribe after a trial, your uploaded data is deleted 90 days after the trial ends.

Before you buy

Before you pay, the checkout shows the plan, the price (in GBP, including VAT where applicable), how often you will be charged, that the subscription renews automatically, and how to cancel. After you pay, we email you a confirmation with these details and a copy of (or link to) these terms.

Billing

Subscriptions are paid monthly or annually in advance. Payments are processed by Stripe; card details are handled by Stripe and never stored by us.

Automatic renewal

Your subscription renews automatically at the end of each billing period until you cancel. We will not renew without clear notice:

• Annual plans: we email you a reminder at least 14 days before each renewal, with the price and how to cancel.
• Monthly plans: we email you a reminder at least every 6 months confirming your plan, price and how to cancel.

Price changes

We will give you at least 30 days' notice by email before a price change affects you. The new price applies from your next billing period after that notice. If you don't want to pay it, you can cancel before it takes effect at no cost.

Failed payments

If a payment fails, we will email you and retry. If it is still unpaid after 14 days, we may pause your access until payment is made. Your data is not deleted while your account is paused for non-payment.

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days of the day you first subscribe (and, for annual plans, within 14 days of each renewal) without giving a reason.

Because Tillvera is a digital service, at checkout we ask you to expressly request that the service starts immediately and to acknowledge that if you cancel within the 14 days, you will pay for the service you have used up to that point. If you cancel in that window, we will refund what you paid, minus a proportionate amount for the days you had access. We refund within 14 days of you telling us, to the card you used.

To use this right, cancel at tillvera.com/cancel and email support@tillvera.com with “14-day cancellation” in the subject, or send us any clear statement that you want to cancel. You can use the model cancellation form but you don't have to.

If you are a business customer, this statutory right does not apply, but you can still cancel at any time as explained in section 7.

Cancelling online takes no more steps than signing up did. You don't need to phone us, give a reason, or email anyone. We will email you to confirm the cancellation and the date your access ends.

What happens to your data

• You keep full access, including to export your data, until the end of your paid period.
• Any EPOS connection is switched off automatically when your access ends.
• Your uploaded business data is then kept for 90 days in case you change your mind, and permanently deleted after that.
• We keep billing records for 6 years because UK tax law requires it.
• You can ask us to delete your data sooner — see our Privacy Policy.

Outside the 14-day window in section 6, we don't refund part-used billing periods, except where the law requires it or section 8 applies.

We must provide the service with reasonable care and skill and as described. If you are a consumer and we don't, the Consumer Rights Act 2015 entitles you to ask us to fix it, or, if we can't fix it in a reasonable time without significant inconvenience to you, to a price reduction or refund.

Whether you are a consumer or a business, if you are charged in error or can't use Tillvera for a significant period because of a fault on our side, email support@tillvera.com and we will put it right fairly — usually with a refund or account credit.

For more on consumer rights, see Citizens Advice.

You own the data you upload. You give us permission to store and process it only to provide Tillvera to you (including generating AI Coach answers). We don't sell it, share it for others' marketing, or use it to train AI models.

You are responsible for having the right to upload it — including any staff personal data in wage files, and any terms in your EPOS or software licences. Where your uploads contain personal data about other people, we process it on your behalf as your processor.

We may use aggregated, anonymised figures that cannot identify you, your business or any individual (for example, industry benchmarks).

You must not:

• use Tillvera for anything illegal, fraudulent or harmful, or to help anyone break the law;
• harass, threaten or abuse anyone, including our staff;
• scrape, crawl, copy in bulk or otherwise extract data or content from the platform, or reverse-engineer it;
• get around plan limits, usage limits, rate limits, paywalls or access controls, or share accounts to do so;
• upload another business's data without permission, or data you have no right to use;
• upload malicious code, attack or overload our systems, or test their security without our written permission;
• resell or republish Tillvera content, including Retail School lessons, without our written permission.

If you break these rules, we may suspend your account immediately and terminate it. Where the breach is minor and can be fixed, we will usually warn you first.

The Tillvera platform, software, design, Retail School lessons and other content we provide belong to Carpanini Group Ltd or our licensors. While you subscribe, you may use them for your own business. You may not copy, sell or redistribute them. If you send us feedback or ideas, we may use them without obligation to you.

What we never exclude

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot legally be limited or excluded (including under the Unfair Contract Terms Act 1977 and the Consumer Rights Act 2015).

If you are a business customer

• We are not liable for loss of profits, revenue, business, goodwill or anticipated savings, loss or corruption of data, or any indirect or consequential loss.
• Our total liability to you for all claims arising out of or in connection with these terms is limited to the total fees you paid us in the 12 months before the event giving rise to the claim.
• Business decisions you make using Tillvera, including those informed by the AI Coach, are your own responsibility.

If you are a consumer

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable. Because Tillvera is a business tool, we are not responsible for loss of business profits or business opportunity.

Availability

We work hard to keep Tillvera running and accurate but can't promise it will always be uninterrupted or error-free. We may need to pause it for maintenance, and will try to give notice of planned downtime.

We may suspend or close your account:

• immediately, if you seriously breach section 10 (Acceptable use) or we reasonably suspect fraud or a security risk;
• after giving you notice and a reasonable chance to fix it, for other breaches or unpaid fees;
• with at least 30 days' notice, if we decide to stop offering Tillvera — in which case we will refund any prepaid fees for the period after closure and give you time to export your data.

After closure, your data is handled as described in section 7.

We improve Tillvera regularly and may change features. If we make a change that significantly reduces what you pay for, we will tell you in advance and you may cancel and receive a refund for any prepaid period you haven't used.

We may update these terms to reflect changes in law, our services or how we operate. For significant changes we will email you at least 30 days in advance. If you don't agree, you can cancel before they take effect.

1. Talk to us first. Email support@tillvera.com with details of the problem. We will acknowledge it within 5 working days and both sides will try in good faith to resolve it informally within 30 days.
2. Courts. If it isn't resolved in that time, either of us may take the dispute to the courts of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

If you live in the EU, you also keep any protection given to you by the mandatory consumer laws of your country, and you may bring proceedings in your local courts.

These terms, and any dispute about them, are governed by the law of England and Wales.

• These terms, together with our Privacy Policy, are the whole agreement between us about Tillvera.
• If a court decides part of these terms is invalid, the rest still applies.
• If we don't enforce a right straight away, we can still enforce it later.
• You may not transfer your rights under these terms without our consent. We may transfer ours to another organisation, and will tell you if we do; this will not reduce your rights.
• No one else has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
• We are not responsible for delays or failures caused by events outside our reasonable control.

Questions about these terms: support@tillvera.com.