Terms of Service

These Terms of Service (“Terms”) set out the agreement between Stonehill Labs Limited (“we”, “us”, “our”) and the organisation (“you”, “Customer”) using Alivio (the “Service”). By using the Service you agree to these Terms.

Alivio is a new and actively developed service, and we may add to or refine it over time. Paid subscriptions are available now, each starting with a one-month free trial (see section 5). Where we make material changes to these Terms, we will tell you in advance (see section 10).

1. The Service

Alivio is software for managing horse welfare records, daily yard tasks, health logs, and team coordination at riding schools and livery yards. The Service is delivered via the Alivio mobile app and related web services.

We grant you a non-exclusive, non-transferable, revocable licence to use the Service for your own internal yard operations during the term of these Terms.

2. Your account

You must register an account to use the Service. You are responsible for keeping your account credentials secure and for any actions taken under your account. You must promptly notify us of any unauthorised use.

Each user must have their own credentials. Account sharing between individuals is not permitted.

Accounts are for individuals aged 16 or over. You must not create an account for, invite, or otherwise record as a team member anyone under 16. If you tell us that someone under 16 has been added to your account, we will remove their data.

3. Acceptable use

You agree not to:

• Use the Service for any unlawful purpose
• Upload content you do not have permission to use
• Use the Service to store data unrelated to legitimate equine welfare and yard operations
• Attempt to reverse-engineer, copy, or compete with the Service
• Probe, scan, or test the vulnerability of the Service without our prior written consent
• Send unsolicited marketing communications via the Service

We may suspend or terminate access for breach of this section.

If you believe you have found a security vulnerability, please report it to support@alivio.org.uk rather than testing it further. We will not pursue action under this section against anyone who reports a genuine issue in good faith and gives us reasonable time to fix it.

4. Data and content

You own your data. All horse records, welfare data, photographs, notes, and other content you upload remain your property. We claim no ownership and will not use your data for any purpose other than providing the Service to you.

You grant us a licence to host, store, transmit, and process your data as necessary to provide the Service. We may also use pseudonymous product-usage analytics to understand and improve the Service, as described in our Privacy Policy.

We process personal data on your behalf under the terms of our Data Processing Agreement, which forms part of these Terms.

5. Fees and billing

Alivio is provided on a paid subscription basis. Each subscription starts with a one-month free trial. We ask for valid payment details to begin the trial, but you will not be charged during it and may cancel at any time before it ends without charge. If you do not cancel before the trial ends, your subscription begins automatically and the applicable fee is charged.

Fees are as published at alivio.org.uk or as agreed in writing, and are billed monthly or annually in advance depending on the plan you choose. Annual plans may include a discount as advertised. Prices shown are the total amount payable; we are not currently VAT-registered, so no VAT is added. If that changes we will give notice before VAT is applied.

Each plan includes a stated number of horses and a stated number of people on your team, both published at alivio.org.uk. We may prevent horses or team members being added beyond those numbers. Where a plan’s limit is not enforced automatically, sustained use materially beyond it is not covered by that plan, and we will contact you to agree suitable terms before taking any other step.

Fees already paid are non-refundable, including where you cancel part way through a monthly or annual term. Cancelling stops future charges and your plan runs to the end of the period you have paid for. This does not affect any rights you have under law, and it does not stop us offering a refund where we think it is right to.

We may change pricing with at least 30 days’ notice. Price changes apply to renewals only; your current term is unaffected.

Founding member pricing.If you subscribed on a founding member price, that price is held for as long as your subscription remains continuously active — the price-change provision above does not apply to it, and it carries through your renewals. It is tied to the subscription, not to the plan: if you change plan or billing interval, the founding price for the plan you move to applies if one is available, and otherwise standard pricing does. If your subscription lapses or is cancelled, the founding price ends with it and re-subscribing is at the then-current price.

6. Term and termination

These Terms remain in effect for as long as you use the Service. You can cancel at any time from your account settings at alivio.org.uk. If you cancel during your free trial, it ends immediately and you will not be charged. If you cancel a paid subscription, cancellation takes effect at the end of your current paid period and you will not be charged again.

We may terminate your account, after giving reasonable notice where possible, if you materially breach these Terms, fail to pay any fees due, or use the Service in a way that harms us or other customers.

On termination:

• Exporting your records is a feature of the Plus plan. If your plan includes it, export what you need before you cancel — exports run from the web app while your subscription is active. Plans that do not include the feature do not get an export, and we do not commit to producing one after termination, so keep your own copies of anything you rely on
• On any plan, and separately from the above, you may ask us to return the personal data we process on your behalf rather than delete it, as set out in our Data Processing Agreement. That means personal data such as the names and contact details of your team and the people you record — horse, welfare, and health records are not personal data and are covered by the export feature above
• After 30 days from termination, your data will be permanently deleted from our systems, except where retention is required by law
• Sections of these Terms that should reasonably survive termination (including ownership of data, liability, and dispute resolution) will continue to apply

7. Service availability

We aim to provide a reliable Service but do not guarantee uninterrupted availability. Planned maintenance will be communicated in advance where practical.

While we work to keep Alivio reliable, the Service is currently provided “as is” without a formal uptime commitment or Service Level Agreement. If we introduce one, we will publish it here.

8. Liability

Nothing in these Terms limits or excludes:

• Liability for death or personal injury caused by negligence
• Liability for fraud or fraudulent misrepresentation
• Any other liability that cannot be limited or excluded under UK law

Subject to the above, our total liability under or in connection with these Terms in any 12-month period is limited to the greater of (a) the fees you have paid us in that 12-month period, or (b) £100.

We are not liable for indirect, consequential, or special losses; loss of profit, revenue, anticipated savings, business opportunity, goodwill, or data; or loss arising from your failure to maintain your own backups or records.

Welfare and clinical decisions remain your responsibility. Alivio is a record-keeping and workflow tool. It is not a veterinary advice service. Decisions about the care of a horse, including responses to alerts, reminders, or recorded observations, are made by you and your team using your own judgement and, where appropriate, qualified veterinary advice.

9. Confidentiality

Each party will keep the other’s confidential information in confidence and not use it except for the purpose of these Terms. “Confidential information” means information disclosed by one party to the other that is marked confidential or would reasonably be regarded as confidential.

10. Changes to these Terms

We may update these Terms from time to time. For material changes, we will notify you by email at least 30 days before the changes take effect. Continued use of the Service after that date constitutes acceptance.

11. General

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

If any provision of these Terms is held invalid or unenforceable, the remainder will continue in effect.

These Terms (together with the Privacy Policy and Data Processing Agreement) form the entire agreement between us concerning the Service.

Contact

Questions about these Terms: support@alivio.org.uk.