Retane

United Kingdom

Contact: [email protected] | 0115 647 2028

Website: https://retane.co.uk

Governing Law: England & Wales

Last Updated: September 2026

1. About Retane

Retane is a UK-based business providing subscription-based inbound automation and web services to trade contractors and businesses.

These Terms of Service constitute a legally binding agreement between Retane and the business entity or sole trader subscribing to our services, referred to throughout as the "Client" or "you".

Our services are provided strictly B2B (business-to-business). By subscribing, you confirm you are acting on behalf of a registered business or as a sole trader and that consumer protection legislation, including the Consumer Rights Act 2015, does not apply to this agreement.

By completing payment or subscribing to any Retane service, you agree to these Terms of Service and the Data Processing Agreement set out in our Privacy Policy at https://retane.co.uk/privacy.

2. Services

Retane provides software-as-a-service (SaaS), automated inbound communication systems, website design and hosting, digital tools, and related technical services to business clients. The specific features, usage limits, and capabilities included in your account depend on the subscription plan or service package selected at checkout, specified in your order confirmation, or managed within the Retane Client Portal. Retane provides tools and technical systems only and does not guarantee specific commercial outcomes, including lead generation, sales, or business revenue. Retane reserves the right to modify, enhance, or discontinue specific features with reasonable notice where changes are material.

2.1 Ownership of Assets & Infrastructure

All assets, digital infrastructure, and systems provided or created by Retane remain the exclusive intellectual property and asset of Retane at all times. This includes without limitation:

Websites, web pages, landing pages, custom code, and hosted designs built or managed by Retane

Business phone numbers provided by Retane (including numbers used for missed call text-back or call tracking)

WhatsApp Business accounts, API setups, or communication channels provisioned via Retane infrastructure

Platform sub-account configurations, workflows, automations, templates, AI prompts, and system settings

Domain Ownership Exception: You retain sole ownership of your domain name only if you independently purchased and registered it prior to or during onboarding and connected it to Retane via DNS settings. Any domain registered, purchased, or directly managed by Retane remains Retane property.

None of Retane's assets, phone numbers, hosted websites, or configurations are porting-eligible, transferable, or handed over upon cancellation or termination under any circumstances.

2.2 Mandatory Use of Templated Website Policies

If Retane builds, hosts, or manages a website or landing page for your business, you explicitly agree that your website must display standard privacy and cookie compliance documentation. You agree to the deployment and maintenance of Retane’s mandatory template policies on your customer-facing site, which include live, working hyperlinks to:

Retane Privacy Policy Template

Retane Cookie Policy Template

3. Subscription Plans and Pricing

3.1 Subscription Fees: You agree to pay the subscription fees applicable to your selected plan, as displayed at checkout or agreed in your order confirmation, invoice, or client portal. All fees are quoted in Pounds Sterling (£ GBP) and are exclusive of VAT unless stated otherwise.

3.2 Recurring Billed Services: Services are provided on a recurring subscription basis (monthly or quarterly or Annual) and are payable in advance. Your subscription automatically renews at the agreed rate unless cancelled in accordance with Section 6.

3.3 Price Modifications: Retane reserves the right to modify subscription fees or plan structures upon providing at least 30 days written notice to the email address associated with your account. Continued use of the service following the notice period constitutes acceptance of the updated pricing.

3.4 Minimum Term Contracts

If a minimum term contract is agreed in writing (e.g., in exchange for a discounted rate), early cancellation renders the remaining balance of the full contract term immediately due and payable.

4. Website Services & Revisions

Development: Websites are built based on information, media, and branding supplied by you. You are responsible for ensuring all supplied materials are accurate and lawful.

Revisions: Included revision rounds consist of single, consolidated sets of feedback. Further structural overhauls or additional page builds outside the original scope are quoted separately.

Ongoing Amendments: Subscriptions cover minor textual or image swaps. Full site redesigns or structural rebuilds are treated as separate projects.

Content Approval: You are solely responsible for reviewing and approving site content prior to going live.

5. Payment Terms & Failed Payment Policy

5.1 Recurring Billing

Services operate on a rolling subscription model. Charges are automatically debited on the same calendar day each month (or quarter) as your initial signup date.

5.2 Payment Authorisation

By subscribing, you authorize Retane to collect recurring subscription fees via Stripe or direct debit and to initiate automated payment retries upon failure.

5.3 Automated Failed Payment Sequence & Service Pause

If a recurring payment fails, our automated system executes the following strict 3-attempt cycle over 48 hours:

First Attempt (Day 1): You receive an automated email and SMS notification detailing the failure. Your service and website remain fully active. The system automatically retries in 24 hours.

Second Attempt (Day 2): If unresolved, a second automated email and SMS warning is sent. Your service and website remain fully active. This serves as the final notice before service suspension.

Third Attempt & Automatic Pause (Day 3): If the final payment attempt fails, your website, phone numbers, missed call text-back, and system access are automatically paused and taken offline immediately.

28-Day Data Deletion Grace Period: Following service suspension on Day 3, you have exactly 28 days to log into the Retane Client Portal and settle the outstanding balance. If payment is cleared within 28 days, your site and services are reactivated. If payment is not received within 28 days of notice, your account, website, phone routing, and all associated data will be permanently deleted and cannot be recovered.

5.4 Refunds

All subscription fees paid are non-refundable. No pro-rata refunds are issued for partial billing periods or mid-cycle cancellations.

6. Cancellation and Termination

6.1 Cancellation Process & Active Period

To cancel your subscription, you must process your cancellation directly through the Retane Client Portal. For security, account verification, and automated system offboarding, cancellation requests submitted via email, phone, live chat, or support ticket are not valid cancellation notices and will not be processed. 

Upon receipt of your cancellation request:

You will receive a cancellation confirmation email.

Your services, website, and phone routing will remain fully active until the very end of your current paid billing period.

No further automatic payments will be drawn. No pro-rata refund is due for remaining days in the cycle.

6.2 Post-Cancellation Deletion & Data Retention Schedule

Once your paid billing cycle reaches its end date, the following automated 30-day offboarding schedule takes effect:

Day 0 (Service End Date): Your subscription ends, and all services, websites, sub-accounts, and phone numbers are deactivated. You receive an email confirming deactivation and noting that data is held for 30 days.

Day 27 (Final Deletion Warning): An automated reminder email is sent notifying you that your account and all associated data will be permanently purged in 3 days.

Day 30 (Permanent Deletion): Exactly 30 days post-deactivation, your account, configurations, hosted assets, and stored lead data are permanently and irreversibly deleted from Retane’s servers. An email confirming complete deletion is issued.

6.3 Data Export Requests

If you require copies of lead logs, contact lists, or specific data, you must submit a formal written request to [email protected] before the 30-day post-deactivation period expires. Retane is under no obligation to extract or recover data once the 30-day window has closed.

6.4 Rejoining Retane

If you decide to rejoin Retane within 30 days of deactivation, your previous account setup may be restored if available. If you rejoin after 30 days, your original data will have been permanently deleted; you will be set up with a completely brand-new account, and no historic data can be restored.

6.5 Termination by Retane

Retane reserves the right to suspend or terminate services immediately without notice if you breach these Terms, engage in unlawful activity, abuse Retane staff, or fail to resolve payment disputes.

7. AI Tools, Automation, & Communications

Machine Learning Limitations: AI-generated replies, chatbots, and automated voice/text systems are generated via machine learning algorithms. Retane does not guarantee that AI responses will always be 100% accurate, error-free, or contextually perfect.

Client Oversight: You are responsible for monitoring AI outputs, automated calendar bookings, and customer communications sent on your behalf.

Exclusion of Liability for AI Errors: Retane accepts no liability for missed bookings, incorrect quote information, lost sales, customer disputes, or reputational claims resulting from automated AI communication outputs.

8. Conversation Monitoring & Quality Control

To ensure system performance, refine AI prompt configurations, and resolve technical issues, you grant Retane permission to monitor and review automated conversations (including SMS, WhatsApp, Facebook, Instagram, and web chat logs) processed through your account. Conversation data is strictly used for platform operation and service improvement.

9. Limitation of Liability

No Consequential Loss: To the maximum extent permitted by English law, Retane shall not be liable for any loss of profits, lost revenue, missed jobs, business interruption, loss of data, or reputational harm arising from service downtime, software bugs, AI errors, or phone network delays.

Cap on Direct Liability: Retane’s total aggregate liability for any direct claim arising out of or related to these Terms shall not exceed the total subscription fees paid by you to Retane in the 3 months immediately preceding the event giving rise to the claim.

Statutory Exceptions: Nothing in these terms excludes liability for death or personal injury caused by negligence or fraud.

10. Third-Party Infrastructure & Force Majeure

Retane relies on upstream providers for core delivery (including Twilio, GoHighLevel, Stripe, OpenAI, and cloud hosting platforms). Retane is not liable for temporary service degradation, network outages, API changes, or force majeure events outside our reasonable control.

11. Intellectual Property Rights

All underlying platform software, system architecture, workflow designs, snapshot configurations, software code, and AI prompts created by Retane remain the exclusive intellectual property of Retane. You are granted a limited, non-exclusive, non-transferable license to use the systems during an active subscription. Reverse-engineering, copying, or reselling Retane’s frameworks is strictly prohibited.

12. Data Protection & Electronic Marketing Compliance

12.1 Data Roles: For the purposes of UK GDPR and the Data Protection Act 2018, the Client acts as the Data Controller for personal data gathered from end-customers, and Retane acts exclusively as a Data Processor. Retane executes messaging automations solely based on Client configuration and instructions and does not determine or verify the legal eligibility of any recipient.

12.2 Compliance with Marketing Laws: Client confirms and warrants that all customer contact details supplied to or processed by Retane for automated communications (including SMS, Email, WhatsApp, and social messaging) have been collected and will be used in full compliance with all applicable laws, including UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR). Client is solely responsible for ensuring that customers are eligible to receive intended communications, establishing a valid legal basis, and obtaining and maintaining any required consents or satisfying applicable "soft opt-in" conditions.

12.3 Opt-Outs and Unsubscribe Obligations: Client is responsible for ensuring that all end-user opt-out, stop, or unsubscribe requests are honoured. Where Retane provides automated opt-out functionality, Retane will process such requests through the relevant automated system on the Client's behalf.

12.4 Account Suspension for Non-Compliance: Retane reserves the right to immediately suspend or terminate access to the platform without prior notice or refund in the event of suspected non-compliance with PECR/UK GDPR, high complaint or unsubscribe rates, spam abuse, or regulatory inquiry.

12.5 ICO Registration: Client is solely responsible for ensuring it is registered with the Information Commissioner's Office (ICO) as a Data Controller where required by law.

12.6 Data Processing Agreement (DPA): The full terms governing data processing between Controller and Processor are incorporated into this agreement via Section 13 of our Privacy Policy at https://retane.co.uk/privacy.

13. Legal Indemnification

You agree to defend, indemnify, and hold harmless Retane, its officers, and directors against any third-party claims, liabilities, damages, losses, legal fees, or regulatory fines (including ICO penalties) arising from your breach of these Terms, misuse of automated messaging, failure to honor opt-outs, or non-compliance with data protection and electronic marketing laws.

14. Dispute Resolution & Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Both parties agree to attempt good-faith informal negotiations to settle disputes before initiating court proceedings. The courts of England and Wales have exclusive jurisdiction.

15. Summary of Key Links & References

Technical Support & Cancellation Form: https://retane.co.uk/technical-support

Retane Privacy Policy & DPA: https://retane.co.uk/privacy

Retane Terms of Service: https://retane.co.uk/terms

Mandatory Template Privacy Policy: https://retane.co.uk/template-privacy-policy

Mandatory Template Cookie Policy: https://retane.co.uk/template-cookie-policy