TERMS OF SERVICE

Retane

United Kingdom

Contact: [email protected] | 0115 647 2028

Website: https://retane.co.uk

Governing Law: England & Wales

Last Updated: June 2026 

1. About Retane

Retane is a UK-based business providing subscription-based inbound automation services to trades businesses. 

These Terms of Service constitute a legally binding agreement between Retane and the business entity subscribing to our services, referred to throughout as the Client or you.

Our services are provided to businesses only. By subscribing, you confirm you are acting on behalf of a registered business or as a sole trader and that consumer protection legislation including the Consumer Rights Act 2015 does not apply to this agreement.

By completing payment you agree to these Terms of Service and the Data Processing Agreement set out in our Privacy Policy at https://retane.co.uk/privacy.

2. Services

Retane provides subscription-based inbound automation services to UK trades businesses. Services may include:

AI-powered instant replies to inbound enquiries

Automated appointment booking

Instant lead notifications by SMS

Missed call text-back via a Retane-provided business number

Appointment reminders

Google review automation and AI-powered review responses

Monthly performance reporting

Priority support and account management

Website design, creation, hosting, and maintenance

Domain registration and hosting management

Social media content creation and management

Reputation management

SMS and email communication tools

WhatsApp Business integration

Booking and appointment scheduling systems

Custom integrations and automation workflows

Any additional services or features provided by Retane as part of an active subscription

Services provided to each client will vary depending on the selected subscription plan and any agreed additions. Not all services are included in every plan.

Retane provides tools and systems only. Retane does not guarantee any specific business outcome including increased leads, sales, revenue, bookings, or enquiries.

Retane reserves the right to modify, add, remove, or replace services or features at any time with reasonable notice where changes are material.

2.1 Ownership of Assets Provided by Retane

All assets provided or created by Retane in connection with the delivery of services remain the exclusive property of Retane at all times. This includes without limitation:

Websites and web pages built or hosted by Retane

Domain names registered or managed by Retane

Business phone numbers provided by Retane including numbers used for missed call text-back

WhatsApp Business accounts or numbers set up using Retane-provided or platform infrastructure 

platform sub-account configurations, workflows, automations, and system settings.

Any other digital asset, account, or resource created, owned, or managed by Retane to deliver the subscribed services

None of these assets are transferable to the client or any third party upon cancellation or termination of the subscription. Upon cancellation or termination, all such assets will be deactivated and will not be ported, transferred, or handed over under any circumstances. Clients are strongly advised not to rely on Retane-provided assets as permanent business infrastructure.

3. Subscription Plans and Pricing

3.1 AI Lead Management Plans

AI Lead Management Plans are billed either monthly or quarterly in advance, depending on the billing option selected at checkout.

Where billed monthly, billing occurs on the same date each month as the date your subscription began. For example, if your subscription began on the 4th of the month, billing will occur on the 4th of every subsequent month.

Where billed quarterly, the full quarterly amount is billed in advance every 3 months on the same date as the original subscription start date.

No contracts apply unless otherwise agreed in writing in accordance with Section 3.4. You may cancel at any time in accordance with Section 6.

Starter

Monthly: £149 per month
Quarterly: £134 per month, billed as £402 every 3 months

Every missed call followed up instantly by text

Quote appointments booked automatically while you work

Lead details sent straight to your phone

Books into 1 main calendar

Advanced

Monthly: £299 per month
Quarterly: £269 per month, billed as £807 every 3 months

Everything in Starter, plus:

Every enquiry replied to across WhatsApp, Facebook, and Instagram

Upcoming quote appointment reminders sent to the lead

Cancellations and reschedules handled automatically

Books into up to 3 separate calendars

Premium

Monthly: £599 per month
Quarterly: £539 per month, billed as £1,617 every 3 months

Everything in Advanced, plus:

Books into unlimited calendars

Upcoming quote appointment reminders sent to your team

Monthly performance reports

Priority support

Dedicated account manager

3.2 Quarterly Billing

Where the quarterly billing option is selected at checkout, the full quarterly amount is non-refundable if you cancel mid-quarter. All other payment and cancellation terms apply in full.

3.3 Website and Digital Services

Website and digital services are billed monthly in advance unless otherwise agreed. Pricing for website and digital services is not displayed on the Retane website and is provided on request. All pricing will be confirmed in writing before services commence.

3.4 Minimum Term Contracts

Where a client requests or agrees to a minimum term contract, typically in exchange for a reduced subscription rate, the agreed minimum term and pricing will be confirmed in writing at the time of subscription. Early termination of a minimum term contract may result in the remaining balance of the contract becoming immediately due and payable. All other terms of this agreement apply in full during any minimum term period.

3.5 General Pricing Terms

Retane reserves the right to update pricing with a minimum of 30 days written notice. Continued use of services after that period constitutes acceptance of updated pricing.

4. Website Services and Revision Policy

4.1 Website Development

Where website design and development is included in your subscription, Retane will design and build a website based on the information, branding, and content you provide. You are responsible for supplying accurate, complete, and timely information required for delivery.

4.2 Revision Limits

A round of revisions means one consolidated set of feedback submitted in a single communication. Revisions beyond included limits will be scoped and quoted separately.

4.3 Ongoing Updates

Ongoing support and updates included in subscriptions covers minor amendments such as text changes and image swaps. Full redesigns, new page builds, or structural overhauls are not included and will be treated as additional work quoted separately.

4.4 Client Responsibility for Content

You are responsible for reviewing and approving all website content before it is published. Retane accepts no liability for errors, inaccuracies, or omissions in content that was provided by or approved by you.

5. Payment Terms

5.1 Subscription Model

Services are provided on a rolling subscription basis billed in advance. AI Lead Management Plans are billed monthly on the same date each month as the original subscription start date. Website and digital services are billed monthly unless otherwise agreed. Your subscription begins on the date your order is confirmed.

5.2 Payment Authorisation

By subscribing, you authorise Retane to collect the applicable subscription fee from your nominated payment method on a recurring basis in accordance with your plan's billing cycle, and to retry failed payments in accordance with Section 5.4.

5.3 Payment Processing

All payments are processed securely via Stripe. Retane does not store or have direct access to your full card or bank account details.

5.4 Failed Payments

If a payment fails, Retane will retry up to 3 times over 3 days. If payment remains unsuccessful after 3 attempts, your account will be suspended immediately on day 4. Suspended accounts and all associated data will be permanently deleted after 30 days if payment is not received during that period. You will be notified prior to suspension and prior to deletion wherever reasonably practicable.

5.5 Refunds

Subscription payments are non-refundable. No refunds will be issued for partial billing periods, unused services, or mid-cycle cancellations. This does not affect any statutory rights you may have.

5.6 No Setup Fees

All services are billed as subscription only. There are no separate setup fees unless otherwise agreed in writing.

6. Cancellation and Termination

6.1 Cancellation by You

You may cancel your subscription at any time by contacting us at https://retane.co.uk/technical-support or by emailing [email protected]. Upon cancellation your services will remain active until the end of your current billing period, at which point your subscription will end automatically. No refund is due for any remaining days in that billing period. Where a minimum term contract applies, early termination is subject to Section 3.4.

6.2 Rejoining After Cancellation

Where a client cancels their subscription and subsequently rejoins, the following applies:

If you rejoin within 30 days of your cancellation date, your previous account data may still be available and accessible

If you rejoin after 30 days of your cancellation date, all previous data will have been permanently deleted and you will receive a new account with no previous data restored

Retane does not guarantee that data will be retained or recoverable during the 30 day window and strongly recommends exporting any data you wish to keep before your account is deleted

6.3 Termination by Retane

We reserve the right to suspend or terminate your account immediately and without prior notice if:

You fail to meet payment obligations as set out in Section 5

You breach any provision of these Terms

You engage in unlawful, abusive, harmful, or offensive behaviour toward Retane or its representatives

Continuing to provide services would expose Retane to legal, reputational, or financial risk

6.4 Effect of Termination

Upon termination of your subscription:

Access to all services will cease

All Retane-owned assets including websites, domain names, phone numbers, WhatsApp Business accounts, and GHL sub-account configurations will be deactivated and are not transferable

All associated data will be permanently deleted from our systems in accordance with our Privacy Policy

Any outstanding fees remain due and payable in full

You are solely responsible for requesting and exporting any data you wish to retain before permanent deletion takes place. Retane will not initiate data exports on your behalf

7. AI Tools, Automation, and Automated Systems

7.1 Nature of AI and Automation Services

Where AI tools, chatbots, automated messaging, or AI lead management systems are deployed as part of your services, you acknowledge and agree that:

AI-generated content and automated responses are produced by machine learning systems and may not always be accurate, appropriate, complete, or suitable

Retane does not guarantee the accuracy, reliability, or fitness for purpose of any output produced by AI tools or automated systems

AI systems may occasionally produce unexpected, incorrect, or inappropriate outputs

7.2 Client Responsibility

You are solely responsible for:

Reviewing and monitoring all AI-generated content and automated responses associated with your account

Ensuring AI tools and automations are used in compliance with all applicable laws

Any consequence arising from AI-generated content communicated to your customers, prospects, or any third party

Notifying Retane promptly of any changes to your business, services, pricing, or availability that may affect the accuracy of AI responses

7.3 No Liability for AI Errors

To the fullest extent permitted by law, Retane shall not be liable for any errors, omissions, misstatements, or inappropriate outputs produced by AI tools, chatbots, or automated systems delivered as part of our services. This includes without limitation any reputational damage, financial loss, missed opportunity, missed lead, customer complaint, or regulatory consequence arising from such outputs.

8. No Warranties

Except as expressly stated in these Terms, all services are provided on an "as is" and "as available" basis. Retane makes no warranty or representation that its services will be uninterrupted, error-free, secure, or suitable for any particular purpose.

9. Conversation Monitoring and Quality Assurance

To maintain service quality, ensure accuracy, and improve the performance of AI systems deployed on your behalf, you acknowledge and agree that Retane may access, review, and monitor conversations handled by AI tools and automated systems associated with your account. This includes messages exchanged between the AI and your customers via SMS, WhatsApp, Instagram, Facebook, or any other channel through which the Retane system operates.

Such access is used solely for the purposes of:

Identifying and resolving errors or inaccuracies in AI responses

Improving prompt configuration and system performance

Investigating complaints or reported issues

Ensuring compliance with these Terms and applicable law

Retane will not use conversation data for any purpose outside of service delivery and improvement.

10. Booking and Appointment Systems

Where Retane provides booking, scheduling, or appointment management as part of your subscription:

Booking systems are provided as a tool to assist with managing enquiries and appointments

Retane does not guarantee booking accuracy, availability, or attendance

Retane is not responsible for missed bookings, double bookings, no-shows, notification failures, calendar sync issues, or any loss of revenue arising from the use of booking systems

Clients are responsible for monitoring and managing their own bookings and calendars at all times

11. Missed call text-back is included across all AI Lead Management plans. Where included, Retane will provide the client with a dedicated business phone number. This number is owned and managed by Retane and is provided solely for use in connection with the subscribed services. Upon cancellation or termination of the subscription, the Retane-provided number will be deactivated and cannot be ported or transferred to the client or any third party.

12. Social Media and Reputation Management

This section applies to clients who have subscribed to website and digital services as described in Section 3.3. It does not apply to clients subscribed solely to an AI Lead Management Plan.

12.1 Social Media Content

Where social media posting is included in your plan, Retane will publish content to your nominated accounts on your behalf. All visual content must be provided by you and must consist of your own materials. Retane is not liable for any content provided by you that infringes third-party rights. Where content is not supplied by you in a timely manner, Retane accepts no responsibility for missed or delayed posts.

12.2 Review Management

Where review management is included in your plan, Retane will manage and respond to reviews on your behalf using reasonable skill and care. Retane is not responsible for the content of reviews posted by third parties or any reputational impact arising from such reviews.

12.3 No Guaranteed Outcomes

Retane does not guarantee any specific number of reviews, follower growth, engagement levels, or business outcomes resulting from social media or reputation management services.

13. Limitation of Liability

13.1 No Liability for Indirect Loss

To the fullest extent permitted by law, Retane shall not be liable for any:

Loss of profits, revenue, or anticipated savings

Loss of business, contracts, or opportunities

Missed leads, enquiries, or sales

Reputational damage or loss of goodwill

Data loss arising from account suspension, termination, or third-party failures

Indirect, consequential, or special loss of any kind

whether or not such loss was foreseeable or Retane had been advised of the possibility of such loss.

13.2 Cap on Direct Liability

Our total aggregate liability to you for direct loss arising from these Terms, whether in contract, tort including negligence, or otherwise, shall not exceed the total fees paid by you to Retane in the 3 months immediately preceding the event giving rise to the claim.

13.3 Exceptions

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

14. Third-Party Services and Force Majeure

14.1 Third-Party Services

Retane uses third-party providers to deliver parts of its platform including hosting, payment processing, SMS delivery, email services, booking systems, and AI tools. Retane is not liable for any issues, outages, changes, or data loss caused by third-party services. Third-party services may change, suspend, or discontinue features without notice.

14.2 Force Majeure

Retane is not responsible for any interruption, delay, or loss caused by circumstances beyond our reasonable control including natural disasters, power outages, internet outages, cyber attacks, government action, or other events outside our control.

14.3 Service Availability

Retane aims to maintain consistent service availability across all platforms. Occasional downtime may occur for maintenance, updates, or technical issues. Retane is not liable for minor or temporary interruptions to service.

15. Intellectual Property

15.1 Retane's Intellectual Property

All platform software, templates, automation workflows, AI configurations, prompt engineering, systems, processes, frameworks, and Retane branding remain the exclusive intellectual property of Retane. Nothing in these Terms transfers ownership of any of these to you.

15.2 Client Content

You retain ownership of all content, branding, logos, and materials you provide to Retane. You grant Retane a non-exclusive licence to use such materials solely for the purpose of delivering your services.

15.3 Deliverables

Upon full payment of all outstanding fees, you will own the website content and creative assets specifically produced for you. This does not include underlying systems, templates, platforms, automation frameworks, AI configurations, or infrastructure used to build and deliver your services.

15.4 Prohibited Use

You may not copy, reproduce, resell, reverse-engineer, or repurpose any systems, workflows, processes, templates, or methodologies developed or provided by Retane without our express written permission.

16. Data Protection and Privacy

16.1 Data Processing Agreement

By subscribing to Retane's services, clients enter into the Data Processing Agreement set out in our Privacy Policy, available at https://retane.co.uk/privacy. The DPA forms part of this agreement and is binding on both parties from the date of first payment or first use of the platform.

16.2 Data Roles

For the purposes of UK GDPR and the Data Protection Act 2018:

The client acts as data controller in respect of all personal data collected from their customers via any Retane-operated system or channel

Retane acts as data processor on behalf of the client, processing personal data only as necessary to provide the subscribed services and in accordance with the scope of the subscription the client has entered into

16.3 Client Data Obligations

The client confirms that all personal data provided to or processed through Retane has been collected lawfully. The client is responsible for:

Determining the lawful basis for processing personal data

Obtaining and managing all required consents and permissions

Ensuring compliance with UK GDPR, PECR, and any other applicable data protection legislation

Ensuring they are registered with the ICO where required under applicable data protection law

Understanding and complying with their own data protection obligations as a data controller

Retane is not a legal adviser and does not provide data protection advice. Clients are strongly recommended to seek independent legal advice regarding their data protection obligations before using Retane's services. Retane accepts no liability for any fines, penalties, regulatory action, reputational damage, or any other consequence arising from a client's failure to understand or comply with their data protection obligations, including but not limited to failure to register with the ICO, failure to obtain required consents, or failure to maintain a lawful basis for processing personal data.

16.4 Platform Access

To set up, configure, and maintain services on your behalf, you grant Retane authorised access to any CRM, messaging platform, or third-party account necessary to deliver the agreed services. Retane will access these accounts solely for the purpose of delivering your services and will not use this access beyond what is strictly necessary.

16.5 Further Information

Full details of how Retane processes personal data, including the complete Data Processing Agreement, are set out in our Privacy Policy at https://retane.co.uk/privacy.

17. Client Responsibilities

Clients must:

Not use the platform or any Retane service for illegal, harmful, or fraudulent activities

Not engage in abusive, offensive, or threatening behaviour toward Retane or its representatives

Ensure all data uploaded to or processed through the platform complies with applicable data protection laws

Provide accurate and complete information required for the delivery of services

Ensure Retane has the necessary permissions and access to any third-party accounts required to deliver services

Keep their calendar and availability up to date at all times where booking systems are in use

Notify Retane promptly of any changes to their business, services, pricing, or availability that may affect AI system accuracy

Ensure they have obtained any consents required under PECR, UK GDPR, or any other applicable legislation before deploying automated messaging to their customers

Understand and comply with their own legal obligations as a business operating in the United Kingdom, including data protection, consumer law, and any sector-specific regulations applicable to their trade

18. Indemnification

You agree to indemnify, defend, and hold harmless Retane, its directors, employees, and agents from and against any claims, losses, damages, costs, and expenses including reasonable legal fees arising from:

Your use or misuse of our services or platform

Your breach of these Terms

Any content or materials you have provided to us

Any claim by a third party arising from AI-generated content or automated systems delivered under your subscription

Your failure to comply with applicable data protection or other legal obligations

Any regulatory fine, penalty, or enforcement action arising from your failure to register with the ICO or comply with your obligations as a data controller

19. Confidentiality

Both parties agree to keep confidential any proprietary or sensitive business information disclosed during the course of this agreement and not to disclose such information to any third party without prior written consent, except where required by law.

20. Support

Clients can access support via:

Email: [email protected]

Support page: https://retane.co.uk/technical-support

Support hours: Monday to Friday 09:00 to 17:00, Saturday to Sunday 10:00 to 16:00

Priority WhatsApp support is included for AI Lead Management Premium plan subscribers.

21. Referral Programme

Retane may offer an optional Referral Programme allowing existing clients to refer other businesses in exchange for rewards such as a discount on their next billing period.

Eligibility: Participation is open to active Retane subscribers in good standing. The referred business must be new to Retane and not a previous subscriber. Each referral must be submitted through Retane's official referral process.

Reward Conditions: Rewards are granted to the referrer only once the referred business successfully completes registration and their first payment is processed. Rewards cannot be exchanged for cash, transferred, or combined with other promotions.

Fair Use: Self-referrals or fraudulent submissions are strictly prohibited. Referrers must confirm they have obtained consent from the referred business before submitting their details. Retane reserves the right to withhold or revoke rewards if abusive or fraudulent activity is detected.

Changes: Retane may amend, suspend, or discontinue the Referral Programme at any time without prior notice.

22. Dispute Resolution and Governing Law

22.1 Good Faith Resolution

In the event of any dispute arising from these Terms or the use of Retane's services, both parties agree to first attempt to resolve the matter in good faith through discussion and negotiation before pursuing formal legal proceedings.

22.2 Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

23. Changes to These Terms

Retane may update these Terms at any time. Where changes are material, we will provide at least 30 days written notice by email. Updated Terms will be published at https://retane.co.uk/terms. Continued use of the platform following that period constitutes acceptance of the updated Terms.

24. General Provisions

24.1 Entire Agreement

These Terms, together with our Privacy Policy including the Data Processing Agreement contained therein, constitute the entire agreement between you and Retane and supersede all prior agreements, representations, or understandings whether written or oral.

24.2 Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed from the remainder of the Terms, which shall continue in full force and effect.

24.3 Waiver

Failure by Retane to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

24.4 No Assignment

You may not assign or transfer any rights or obligations under these Terms without Retane's prior written consent.