Terms of Service

1. Acceptance

By accessing or using Sprevi (the "Service"), provided by Sprevi ("we", "us", "our"), you agree to be bound by these Terms. If you use the Service on behalf of a business, you confirm you have authority to bind that business. These Terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

2. Service Description

Sprevi is an intelligent enquiry management platform. It reads your connected email inbox via IMAP or OAuth, classifies and prioritises inbound enquiries, extracts structured lead data, and queues reply drafts for your approval. The Service does not send emails on your behalf without your explicit per-message or explicitly configured approval.

You must use the Service only for lawful business purposes and in compliance with all applicable laws, including UK GDPR, CAN-SPAM, PECR, and the anti-spam laws of any jurisdiction from which you send automated emails.

3. Subscriptions and Billing

Paid plans are billed monthly in advance via Stripe. Prices are as displayed at the time of subscription. We reserve the right to change pricing with 30 days' written notice to your account email address.

You may cancel your subscription at any time from your account Settings. Cancellation takes effect at the end of the current billing period; no partial refunds are issued for unused time, except under the money-back guarantee below. If payment fails and is not resolved within 7 days, your account will be downgraded to the free plan and queued sends will be paused.

Money-back guarantee: if you take a paid plan, you may ask for a full refund of your first payment within 60 days of that payment, provided you have not yet sent a re-engagement campaign (a bulk email to past enquirers) from Sprevi. Ordinary replies and follow-ups on current enquiries do not count. Once a campaign has been sent the guarantee no longer applies; you can still cancel at any time as described above. Refunds are made to the original payment method.

4. Data Processing Agreement (DPA)

The following terms apply because Sprevi processes personal data on your behalf as a data processor under UK GDPR Article 28. You are the data controller.

• Processing instructions: We process personal data only on your documented instructions — to provide the features of the Service — and for no other purpose.
• Confidentiality: All personnel with access to personal data are bound by confidentiality obligations.
• Security: We implement appropriate technical and organisational measures, including AES-256-GCM field-level encryption on all PII fields and encrypted-at-rest credentials. See our Privacy Policy for full details.
• Sub-processors: We use sub-processors (hosting, payment processing) under equivalent data protection terms. We will notify you of material changes to sub-processors giving you the opportunity to object.
• Data subject rights: We will assist you in responding to data subject rights requests (access, erasure, portability) within the timescales required by law.
• Breach notification: We will notify you without undue delay after becoming aware of a personal data breach affecting data we hold on your behalf, so that you, as data controller, can meet your own regulatory obligations, including notifying the ICO within 72 hours where required.
• Deletion on termination: On account closure or subscription cancellation, we will delete all personal data we hold on your behalf within 30 days, except where retention is required by applicable law.
• Audit rights: You have the right to audit our compliance with this DPA clause on reasonable written notice. We may satisfy this obligation by providing a current third-party audit report.

5. Data Retention

We apply the following retention limits to data held in the Sprevi database (these do not affect your own email mailbox, which we never modify):

• Free plan: Message content older than 3 months is automatically purged.
• Starter plan: Message content older than 1 year is automatically purged.
• Business plan: Message content older than 2 years is automatically purged.
• Enterprise plan: Message content older than 6 years is automatically purged.
• Account inactivity: Accounts with no login activity for 23 months will receive a warning email. If no login occurs within 30 days of that warning, the account and all data are permanently deleted.

6. Automated Actions and Your Responsibility

You are solely responsible for the content and legality of all automated communications sent through the Service. This includes ensuring that:

• Recipients have a legitimate expectation of receiving contact from you.
• Unsubscribe requests are honoured promptly.
• Your use of campaign features complies with UK PECR, CAN-SPAM, and any equivalent legislation.

We reserve the right to suspend automated sending if we identify patterns of abuse, high bounce rates, or spam complaints.

7. Account Responsibilities

You are responsible for maintaining the security of your login credentials and for all activity under your account. Notify us immediately at security@sprevi.com if you suspect unauthorised access.

8. Shared Mailboxes and Team Members

On a plan that allows it, the account holder who connects a mailbox (the "owner") may give other people access to that mailbox by adding them in Sprevi. By default a person you add can see only the enquiries in that mailbox and the conversations with the people who sent them; you may give any person wider access, or remove their access, at any time.

As the owner you are responsible for:

• deciding who is given access, and at what level;
• having the right to give that access, including that each person is part of your business or otherwise authorised by you, and that the people whose messages they will see have been told about this as data protection law requires;
• the acts and omissions of every person you add, as if they were your own; and
• removing a person's access promptly when they should no longer have it.

Each person you add needs their own Sprevi account and agrees to these terms for their own use. They may act only within the access they have been given, and may use features of a plan you have paid for (for example Bookings and availability) only in connection with your mailbox. The number of people on a mailbox is limited by your plan, and each additional person may be charged as shown on our pricing page. We process the data of people you add as your personnel under the Data Processing Agreement in section 4.

Reply protection is a safeguard, not a guarantee. Sprevi warns when another person has recently replied to, approved a reply for, or is replying to the same person, and blocks a second reply sent very soon after the first. It can only take account of activity in Sprevi: it cannot see a reply sent from outside Sprevi (for example from a mail app on a phone), so it reduces, but cannot remove, the chance of two people replying to the same person. Responsibility for what is sent from your mailbox stays with you, as set out in section 6.

9. Acceptable Use

You must not use the Service to send unsolicited bulk email, distribute malware, attempt to access other users' accounts, or in any way that would breach applicable law or harm other users or recipients.

10. Limitation of Liability

To the maximum extent permitted by law, our total liability to you for any claim arising out of or relating to the Service is limited to the fees you paid in the 12 months preceding the claim. We are not liable for indirect, consequential, or incidental losses, including lost profits or revenue, regardless of whether we were advised of the possibility of such losses.

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

11. Service Changes and Termination

We may modify or discontinue features of the Service with reasonable notice. We may terminate your account for material breach of these Terms, with immediate effect if required for security reasons. On termination, the data deletion provisions in clause 4 apply.