Terms of Service

RETAIN is a trading style of CX Advisory Ltd, a company registered in England and Wales (Company No. 16469923). The platform is accessible at cxretain.co.uk and provides an AI-native customer experience platform to B2B SaaS businesses. These Terms of Service govern your access to and use of the RETAIN platform and all associated features.

By creating a RETAIN account, starting a subscription, or accessing the platform, you agree to these Terms of Service and our Privacy Policy. If you are subscribing on behalf of a business, you confirm you have authority to bind that business to these terms.

Plans: RETAIN is offered on three subscription tiers — Starter (£149/month), Growth (£399/month), and Scale (£999/month). Features included in each tier are described at cxretain.co.uk/pricing and may be updated with reasonable notice.

Billing: Subscriptions are billed monthly in advance via Stripe. By subscribing, you authorise RETAIN to charge your payment method on a recurring monthly basis until you cancel.

Changes: You may upgrade your plan at any time; the new rate applies from the next billing cycle. Downgrades take effect at the end of the current billing period.

Cancellation: You may cancel at any time from your account settings. Cancellation takes effect at the end of your current billing period. No refunds are issued for partial periods.

Failed payments: If a payment fails, we will notify you and attempt to retry. Access may be suspended after reasonable notice if payment cannot be collected.

Pricing changes:We will provide at least 30 days' notice before increasing subscription prices. Continued use after the notice period constitutes acceptance.

We aim to maintain platform availability of 99.5% measured monthly, excluding scheduled maintenance. We will provide advance notice of planned downtime where possible.

RETAIN is provided as-is and we do not guarantee uninterrupted access. We are not liable for losses arising from platform unavailability outside our reasonable control.

Access is granted per organisation. You are responsible for ensuring all users in your organisation comply with these terms. Each user must have their own login — sharing credentials is not permitted.

You agree to use RETAIN only for lawful purposes and in accordance with these terms. You must not:

• Use the platform to store or process unlawful content or data
• Attempt to gain unauthorised access to any part of the platform or other organisations' data
• Use automated tools to scrape, copy, or extract platform data without permission
• Reverse-engineer, decompile, or attempt to extract the platform's source code
• Resell or sublicense access to the platform to third parties
• Use the platform in a way that imposes unreasonable load on our infrastructure
• Misrepresent your identity or organisation when using the platform

Ownership: You retain full ownership of all data you enter into RETAIN including account records, contact information, health scores, QBR content, and other customer data.

Data processing: By using RETAIN, you appoint CX Advisory Ltd as a Data Processor for the personal data of your customers that you enter into the platform. We process this data solely to deliver the platform features you have subscribed to, in accordance with our Privacy Policy and applicable data protection law.

Data export: You may export your data at any time from the platform. On account cancellation, your data will be available for export for 30 days, after which it will be deleted from our systems.

AI features:The INTEL AI layer uses your account data as context to generate intelligence summaries and search responses. This data is processed via the Anthropic Claude API. Query data is not used to train Anthropic's models. See anthropic.com/privacy for Anthropic's data handling practices.

Security:We implement appropriate technical measures including Row-Level Security to ensure your organisation's data is isolated and inaccessible to other organisations on the platform.

The RETAIN platform, including its software, design, AI frameworks, playbook methodology, and all associated content, is the intellectual property of CX Advisory Ltd and is protected by copyright and other applicable laws.

Your subscription grants you a non-exclusive, non-transferable licence to access and use the platform for your internal business purposes during your subscription period. This licence does not permit you to copy, modify, or create derivative works of the platform software.

The Churn Crusher™ methodology and related frameworks embedded in RETAIN playbooks remain the intellectual property of CX Advisory Ltd.

RETAIN includes a client-facing portal that allows you to share account health data and QBR content with your customers. By inviting clients to the portal, you confirm you have the necessary rights and permissions to share that data with them.

You are responsible for the content published to client portals. CX Advisory Ltd is not liable for the accuracy of data or narratives you choose to publish to your customers.

Client portal users (your customers) are subject to the access terms you grant them within the platform. They are not party to these Terms of Service.

RETAIN connects with third-party services including Companies House, with concierge-managed CRM data sync available today and native HubSpot and Salesforce integrations on the roadmap. Your use of any third-party service is governed by its own terms and privacy policies.

We are not liable for issues arising from third-party service outages, API changes, or data sync errors beyond our reasonable control. Integration availability may change and we will provide reasonable notice of any removals.

To the fullest extent permitted by law, CX Advisory Ltd's total liability in connection with RETAIN shall not exceed the subscription fees you paid in the 12 months preceding the claim.

We are not liable for indirect, incidental, consequential, or punitive damages including lost profits, lost data, or business interruption arising from your use of the platform.

Nothing in these terms limits our liability for death or personal injury from negligence, fraud, or any liability that cannot be excluded by law.

RETAIN is provided in good faith and based on extensive CX expertise. However, the platform's AI-generated content (health scores, QBR narratives, risk summaries, INTEL insights) is provided as decision-support information and should be reviewed by a qualified CS professional before acting on it.

We do not warrant that the platform will achieve specific business outcomes including churn reduction or NRR improvement. Results will vary based on your team, product, customers, and execution.

By you: You may cancel your subscription at any time from account settings.

By us: We may suspend or terminate access if: (a) you breach these terms and fail to remedy within 14 days of notice; (b) payment remains outstanding after reasonable notice; (c) we reasonably believe your use is unlawful or harmful to other users.

On termination, your access ends at the conclusion of the current billing period. Your data export window is 30 days from termination.

We continuously improve RETAIN and may add, modify, or remove features over time. We will provide reasonable notice of material changes that remove significant functionality. Continued use after changes take effect constitutes acceptance.

We may update these Terms from time to time. The "Last updated" date reflects the most recent revision. For material changes, we will notify active subscribers by email with at least 14 days' notice. Continued use after the notice period constitutes acceptance of updated terms.

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

CX Advisory Ltd (Company No. 16469923), trading as RETAIN

sales@cxretain.co.uk

cxretain.co.uk

For terms-related queries, we aim to respond within 2 business days.