Terms of Service

These Terms of Service (the "Terms") form a binding agreement between you (or the business you represent) and Digital Tactics Ltd, a company registered in England and Wales at 5 Boundary Road, Hove, East Sussex, BN3 4EH ("we", "us", "our"). By creating a Customer Compass account, connecting a Xero organisation to the service, or purchasing credits or a subscription, you accept these Terms.

Customer Compass is a business-to-business service. If you are signing up on behalf of a company, partnership or other legal entity, you confirm that you have authority to bind that entity to these Terms.

You should also read our Privacy Policy and our Security Statement, which are incorporated by reference. If there is a conflict between these Terms and either of those documents, the more protective wording (from your perspective) prevails.

Customer Compass reads data from the Xero organisation you connect, computes a set of deterministic revenue-and-risk signals, and drafts suggested actions — for example a chase email, a price note, or a checklist. The wording of every drafted action is generated by an AI provider (currently Anthropic, with OpenAI as fallback). The underlying numbers are always computed deterministically from your Xero data.

The service is advisory. Nothing is written back to Xero, sent to a client, or otherwise acted upon until you review the draft and click Approve. You remain responsible for every decision you take on the back of an insight or a drafted action.

Customer Compass is not accounting, tax, legal or investment advice. It does not replace your accountant, bookkeeper, solicitor or financial adviser. You should consult a qualified professional before relying on any output for a regulated purpose.

To use the service you must:

• Be at least 18 years old and legally able to enter into contracts.
• Provide accurate account information and keep it up to date.
• Verify your email address. Sign-in is blocked until verification is complete.
• Keep your credentials confidential. You are responsible for activity taken under your account. Notify us at support@customercompass.ai if you suspect unauthorised access.

We recommend enabling TOTP multi-factor authentication from /uk/account/mfa. We do not offer SMS-based MFA because of SIM-swap risk.

You agree not to:

• Use the service in breach of any applicable law, including data-protection law and financial-services regulation.
• Attempt to reverse-engineer, decompile, or extract the source code of the service, except to the extent this restriction is prohibited by law.
• Interfere with the security or integrity of the service, including probing for vulnerabilities without our written permission (we run an internal security programme; see the Security Statement).
• Use the service to send unsolicited commercial email (spam) to your Xero contacts. Every drafted email must be reviewed before you approve it.
• Scrape, resell, or expose the service to third parties as if it were your own without a written agreement.
• Connect a Xero organisation you are not authorised to access.
• Use the service to process special-category personal data or the data of children.

We may suspend your account without notice if we reasonably believe you have breached this section, or if continued access poses a security risk to other customers or to us. Where suspension is reasonable, we will contact you to explain and give you a chance to fix the issue before we terminate.

Customer Compass reads Xero data under a read-only OAuth 2.0 scope set at connection time (accounting.contacts.read, accounting.transactions.read, accounting.reports.read). Write scopes for contacts and transactions are requested separately when you approve an action that requires writing back to Xero.

You can disconnect a Xero organisation at any time from /uk/account/xero or from the Xero side at Settings → Connected apps. Disconnection destroys the stored OAuth tokens for that organisation immediately. Historic scan blobs stay in your account until you delete them or close your account.

Xero acts as a joint data controller for the accounting data you have chosen to share with us. Xero's own Terms and Privacy Notice continue to apply to your relationship with Xero.

We own the Customer Compass service, including all software, signal maths, product design, documentation, brand and site content. Nothing in these Terms transfers ownership of that material to you. We grant you a non-exclusive, non-transferable, revocable licence to use the service in accordance with these Terms while your subscription or credit balance is active.

You own your Xero data. You grant us a limited licence to read, process, transmit and store that data solely for the purpose of providing the service to you. We do not use your Xero data to train our own models. We do not share your Xero data with third parties for their own purposes.

Drafted actions produced by the AI provider are yours to keep once produced; you may edit, discard, or send them as you see fit. Anonymised metrics derived from aggregated telemetry (event counts, no client identifiers) may be used to improve the service.

Customer Compass is offered on two commercial models:

• Pay-as-you-go (PAYG) credits. Credits are purchased in packs of 1, 5, 10 or 25 via Stripe. One credit is consumed by one successful scan. Failed scans do not consume credits. Credits do not expire.
• Compass Pro subscription. £19.99 per organisation per month, billed via Stripe. Includes unlimited scans on the connected organisation, priority queue, and full LLM narrative on every insight. Cancel at any time from the Stripe Customer Portal; the subscription runs to the end of the current billing period and then stops.

Prices are shown ex-VAT if we are VAT-registered at the point of sale, with the VAT line added at checkout; otherwise prices are shown flat. Currency is GBP.

Customised digital service — no refunds on delivered analysis. Because each scan is produced specifically for you from your own Xero data, and because the drafted actions are made available for immediate use, Customer Compass is a customised digital content service under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and a bespoke digital service under the Consumer Rights Act 2015. Once a scan has run, or a subscription period has begun, the analysis has been personalised to you and cannot be recovered by us.

Accordingly, and as displayed at checkout:

• We do not refund credits that have been consumed by a scan.
• We do not refund completed or in-progress subscription periods.
• We do refund unused credit balances on request within a reasonable time (typically 14 days from purchase) where you have not run any scans.
• We will always refund charges resulting from a demonstrable billing error on our side (double-charge, duplicated subscription, etc.).

By purchasing you expressly acknowledge that this constitutes an express request for the digital content / service to be supplied immediately and that you understand the cooling-off right under regulation 37 of the 2013 Regulations is lost once supply has begun. This is why we do not display a cooling-off checkbox at checkout.

Nothing in this section excludes your statutory rights under the Consumer Rights Act 2015 for the service to be provided with reasonable care and skill. If a scan fails, or an action is materially defective in the way the CRA describes, we will re-run the scan free of charge or, at our discretion, refund the credit.

If you are a "consumer" under the Consumer Rights Act 2015 (an individual acting for purposes wholly or mainly outside your trade, business, craft or profession) then the digital-content chapter of the CRA gives you the following rights, which we do not exclude:

• The service must be provided with reasonable care and skill (s. 49).
• The service must match any information given about it (s. 50), including the descriptions on our marketing site.
• The service must be provided within a reasonable time (s. 52).

Note that Customer Compass is marketed as a business tool. Most users are sole traders, agencies, consultancies and limited companies, and the "trade or business" test will usually mean these Terms are business-to-business rather than consumer. If you believe you are a consumer under the CRA, contact us at support@customercompass.ai and we will handle your issue under CRA remedies (repeat performance or price reduction, per ss. 55-56).

We provide the service on an "as is" and "as available" basis. To the fullest extent permitted by law, and without limiting your statutory consumer rights above, we do not warrant that the service will be uninterrupted, error-free, or that it will meet any particular business objective.

Signal outputs are advisory. Deterministic numbers are computed from your Xero data as it stands at scan time and are only as accurate as that source. The AI narrative and drafted actions are provided as suggestions and may occasionally contain mistakes; you must review before approving.

Uptime target: 99.5% monthly average, excluding scheduled maintenance and events outside our reasonable control. See the Security Statement for detail.

Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any liability that cannot be limited or excluded under English law (for consumers, that includes the non-excludable rights described in Section 8).

Subject to the paragraph above:

• We are not liable to you for any indirect or consequential loss, loss of profits, loss of business, loss of anticipated savings, loss of goodwill, or loss of opportunity, however arising.
• Our total aggregate liability to you under or in connection with these Terms in any 12-month period is limited to the greater of (a) £100 or (b) the total fees you have paid us in the 12 months immediately preceding the event giving rise to the claim.

You agree that this allocation of risk is reasonable given the price of the service. If you require a higher liability cap for your use case, contact us before signing up and we can negotiate a bespoke agreement.

You may close your account at any time from /uk/account/delete. When you do, we:

• Immediately destroy stored Xero OAuth tokens for the organisations you have connected.
• Delete scan blobs within 24 hours.
• Remove account and profile data within 30 days.
• Retain billing records for six years for HMRC compliance.
• Retain audit-log entries for 12 months.

We may suspend or terminate your account with reasonable notice if you materially breach these Terms, if we are required to by law, or if the service is being discontinued. We may terminate immediately for a serious breach (for example, use of the service to send unsolicited email at scale). We aim to give as much notice as reasonably possible.

Any credits remaining on your balance at the point of termination for cause on your part are forfeit. If we terminate for our own commercial reasons (for example the service is discontinued), we will refund unused credits and any prepaid subscription time on a pro-rata basis.

We may update these Terms from time to time to reflect changes to the service, to the law, or to our business. The Effective date at the top of the page is the date of the current version.

For material changes, we will notify you by email at least 30 days before the change takes effect. If you continue to use the service after the effective date, you accept the updated Terms. If you do not accept the update, you may close your account and we will refund any prepaid subscription time on a pro-rata basis.

These Terms and any non-contractual obligations arising out of them are governed by the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law entitles you to bring proceedings in the courts of the part of the United Kingdom in which you are resident.

Support inbox: support@customercompass.ai. Initial response within two business days.

Data-protection contact: chris@digitaltactics.co.uk.

Post: Digital Tactics Ltd, 5 Boundary Road, Hove, East Sussex, BN3 4EH, United Kingdom.