Terms of Service

1.The key points in plain English

Please read the full terms below. These are the points most people ask about:

• Monthly subscription. Your plan is charged every month, in advance, to the card you pay with, until you cancel.
• One-off setup fee. This is charged with your first month. We start setting up your account straight away, so the setup fee is non-refundable.
• 3-month minimum. After that, you can cancel at any time with 30 days' notice. Just email us.
• No refunds on fees already paid, apart from the exceptions in section 8. For example, we will refund you if we charge you twice by mistake.
• Usage (texts, calls and AI) is billed monthly, pay-as-you-go.
• Problem? Talk to us first. Please contact us before disputing a payment with your bank. We'll put it right if we got something wrong.
• Business customers only. Consumer cooling-off rights do not apply.
• No guaranteed results. We do the work with care, but we can't promise a particular number of leads or sales.

2.About these terms

These terms apply to your use of our website and to the ECWD Growth Hub services we provide. The services are provided by ECWD Ltd (trading as ECWD Group and ECWD Growth Hub), registered in England and Wales, company number 08793978. Our registered office is 97 London Road, Leicester, LE2 0PF. Email [email protected] or call +44 7727 682442.

"You" means the business that signs up, together with anyone using the services on its behalf. By using our website, signing an order, ticking the box to accept these terms at checkout, or paying for a plan, you agree to these terms. We keep a record of when you accepted them. Our Privacy Policy explains how we use personal information.

3.Using our website

You may use our website to find out about our services and to contact us. You must not misuse it. This includes trying to gain unauthorised access, introducing malicious code, or scraping content. Website content is for general information only. The figures from our calculator and our examples are illustrations, not promises.

4.The services

ECWD Growth Hub is a business growth platform supplied under our own brand. It covers customer management, messaging, automation, booking, payments, reviews and AI assistants, together with the setup and support set out in your plan:

• Starter, Growth and Done For You plans, as described on our website or in your order. Your order or proposal takes priority if it differs from the website.
• Setup work and a 90-day "done-with-you" kickstart period, in which we configure your account and help you get going.

The platform is built on software licensed to us by third parties. We may improve, change or replace features over time, but we will not materially reduce the core features of your plan during your minimum term without telling you.

5.Your account

• Keep your login details secure, and make sure each user has their own login.
• You are responsible for everything done in your account by your users.
• Tell us straight away if you think someone has gained unauthorised access.

6.Fees and payment

• Plan fees are charged monthly in advance, starting on the day you sign up. Annual plans are charged yearly in advance.
• Setup fees are one-off fees charged together with your first payment, unless your order says the fee is waived.
• Usage (texts, calls, phone numbers, email sending and AI usage) is charged monthly in arrears, at the rates in your account or order.
• All prices are in pounds sterling (GBP). No VAT is currently added to our prices. If that changes, we will give you at least 30 days' notice.
• Recurring card payments. Payments are processed securely by Stripe. By subscribing, you authorise us to charge your card (or any replacement card you give us) automatically for each billing period, and for usage, until your subscription ends. Keep your card details up to date.
• Failed payments. If a payment fails, we will retry it and let you know. If it is still unpaid 7 days after the due date, we may suspend your account until it is paid. If it is more than 14 days overdue, we may also charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
• We may change our prices by giving you at least 30 days' written notice. Changes will not apply during your minimum term or a prepaid annual period.

7.Minimum term and cancelling

• Monthly plans have a 3-month minimum term, starting on the date of your first payment. After that they continue month to month.
• After the minimum term, you can cancel by giving 30 days' written notice to [email protected]. The services then end at the end of the billing period in which the notice ends. You can give notice during the minimum term, but it cannot end before the minimum term does.
• If you cancel, or stop paying, during the minimum term, the fees for the rest of that term are still due.
• Annual plans run for 12 months and renew for another year unless you give 30 days' notice before the renewal date.
• Cancelling stops future payments. It does not entitle you to a refund of payments already made (see section 8).

8.Refunds and payment disputes

When you sign up, we start work straight away. We create your account, reserve platform capacity and begin your setup. For that reason:

• the setup fee is non-refundable once paid;
• plan fees are non-refundable, including the first month and any part-used month or year. There are no refunds for unused time, unused features or simply changing your mind;
• usage charges are non-refundable once the messages, calls or AI usage have been used.

When we will give a refund:

• if we charged you twice, or charged the wrong amount, by mistake, we will refund the overpayment;
• if we cancel your services when you are not in breach of these terms, we will refund any fees you have prepaid for the period after the services end;
• if we cannot provide the core features of your plan for a sustained period because of our own fault, and we don't fix it within 14 days of you telling us in writing, you may cancel without further charges. We will also refund fees for the affected period.

Any other refund is at our discretion and does not set a precedent.

Disputes and chargebacks. If you are unhappy with a charge, please contact us first at [email protected] or +44 7727 682442. We aim to resolve billing queries within 5 working days. Please do not raise a chargeback or payment dispute with your bank for a charge that is valid under these terms. If you do:

• we may suspend your account while the dispute is open;
• we will give the card issuer evidence of your order and your acceptance of these terms;
• the amount stays payable, together with any dispute fees our payment provider charges us.

9.Your responsibilities and acceptable use

You are responsible for how you use the services, and in particular for following the law on contacting people. You must:

• only send marketing texts, emails, calls and WhatsApp messages where you have a lawful basis, and in line with the UK GDPR and the Privacy and Electronic Communications Regulations (PECR);
• honour opt-outs promptly, and not send spam or unsolicited bulk messages;
• follow the rules of Ofcom, mobile networks, WhatsApp, Meta, Google and any other channel you use;
• not upload or send anything unlawful, misleading, defamatory, infringing or harmful;
• not try to copy, reverse-engineer or resell the platform, unless we agree in writing.

We may suspend messaging or access without notice if we reasonably believe you are breaking these rules or putting the platform, our phone numbers or other clients at risk. Where we can, we will discuss it with you first.

10.Your data and data protection

You own the data you put into ECWD Growth Hub, such as your contacts, conversations and files. You can export it at any time while your account is active. You give us permission to use it only as needed to provide and support the services.

For personal data about your customers and leads, you are the controller and we are the processor. We will:

• process it only on your documented instructions, including these terms and your use of the platform;
• make sure our staff are bound by confidentiality;
• keep appropriate security measures in place;
• use sub-processors only under written terms that give equivalent protection. Our current sub-processors include our platform provider, and our telephony, messaging, email and AI providers. We will tell you about material changes, and you may object;
• transfer data outside the UK only with appropriate safeguards;
• help you respond to requests from individuals, and with security, breach notification and impact assessments;
• tell you without undue delay if we become aware of a personal data breach affecting your data;
• delete or return your data when the services end (see section 16);
• give you the information you reasonably need to show compliance, and allow reasonable audits.

Together these terms make up the contract required by Article 28 of the UK GDPR.

11.AI features

AI chat and voice assistants produce automated responses that can sometimes be inaccurate or incomplete. You are responsible for:

• the instructions, information and prices you give the assistant;
• checking its set-up and monitoring its conversations;
• making sure your customers know when they are dealing with an automated assistant, where that is required.

AI features must not be used to make decisions that have legal or similarly significant effects on people.

12.Third-party services

The services connect to third-party services such as Google, Meta (Facebook, Instagram and WhatsApp), payment providers and telephone networks. Your use of them is also governed by their own terms. We are not responsible for their availability, changes or decisions, including account restrictions they apply.

13.Availability and support

We use reasonable endeavours to keep the services available, but we do not guarantee they will be uninterrupted or error-free. Planned maintenance and problems with third-party providers may cause occasional downtime. Support is available by phone, email and chat, Monday to Friday, 9:00 to 17:30 UK time (excluding bank holidays). Done For You clients get priority support.

14.Intellectual property

We and our licensors own all rights in the platform, our website, the ECWD names and logos, and our templates, automations and playbooks. You get a non-exclusive, non-transferable right to use them for your own business during your subscription. You keep all rights in your own content and branding.

15.No guaranteed results

We will provide the services with reasonable skill and care. However, your results depend on many things we don't control, such as your market, pricing, response times and follow-through. So we do not guarantee any particular number of leads, bookings, reviews or level of revenue.

16.Suspension and ending the services

Either party may end the services immediately by written notice if the other:

• seriously breaches these terms and does not fix the breach within 14 days of being asked to; or
• becomes insolvent.

When the services end, you have 30 days to export your data. After that we may delete your account and data, except where we must keep records by law. Any fees owed stay payable.

17.Our liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

Subject to that:

• we are not liable for loss of profits, revenue, business, goodwill or data, or for any indirect or consequential loss;
• our total liability in each contract year is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

18.Confidentiality

Each of us will keep the other's confidential information confidential. We will use it only for the purposes of these terms, unless disclosure is required by law.

19.General

• Changes: We may update these terms. We will give clients at least 30 days' notice of material changes. The latest version is always on this page.
• Events outside our control: Neither party is liable for delays caused by events beyond its reasonable control.
• Transfer: We may transfer our rights and obligations to another business that takes over our services. You may not transfer yours without our written consent.
• Entire agreement: These terms, together with your order or proposal, are the whole agreement between us about the services.
• Third parties: No one else has rights under the Contracts (Rights of Third Parties) Act 1999.
• Severability: If any part of these terms is found to be unenforceable, the rest still applies.
• Law: These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

20.Contact us

Questions about these terms? Email [email protected] or call +44 7727 682442.