Terms of Use

1 Introduction and Acceptance

These Terms of Use ("Terms") form a legally binding agreement between you ("you", "your", "the Customer") and HiveSuite Limited ("HiveSuite", "we", "us", "our"), a company registered in England and Wales under company number 16791803 ("Company").

By creating an account, subscribing to a plan, or otherwise accessing or using any part of the HiveSuite service - including our website at hivesuite.co.uk, the HiveSuite portal, mobile applications, Customer Portal, public forms, or any related API - you confirm that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and our Refund & Cancellation Policy.

Business use. HiveSuite is designed for use by businesses, sole traders, and self-employed individuals in connection with their trade, business, or profession. By using HiveSuite, you confirm that you are acting in a business capacity and not as a consumer. If you are entering into these Terms on behalf of a company or other organisation, you confirm that you have authority to bind that organisation.

If you do not agree to these Terms, you must not use HiveSuite.

2 The HiveSuite Service

HiveSuite is a cloud-based business management platform for UK contractors, trades, and mobile service businesses. The service currently includes functionality across areas such as customer relationship management, job and project management, scheduling and planning, quoting, invoicing, finance and expense tracking, inventory management, team and workforce management, compliance documentation, customer portal, public enquiry forms, AI-powered reporting and assistance, SMS messaging, and integrations with selected third-party services.

The specific features, functionality, and integrations available may vary between subscription plans and may change over time. HiveSuite reserves the right to add, modify, or withdraw features at any time. We will use reasonable efforts to give advance notice of material feature withdrawals, but this is not always possible - particularly where changes are required by third-party providers, for security reasons, or to comply with applicable law.

Nothing in these Terms or on our website constitutes a guarantee that any particular feature, integration, or capability will remain available indefinitely.

3 Account Registration and Security

Eligibility. To register for HiveSuite, you must be at least 18 years of age and have the legal capacity to enter into a binding agreement. You must provide accurate and complete registration information and keep it up to date.

Tenant accounts. When you register, HiveSuite creates a tenant workspace for your business. The person who registers the account is the initial administrator. Administrators may invite additional admin users and team members (including HiveCrew users) within the limits of the applicable subscription plan.

Account security. You are responsible for:

• Maintaining the confidentiality of all account credentials
• Using strong, unique passwords for all user accounts
• Configuring appropriate access permissions for each user
• Promptly removing access for any person who should no longer have it (including former staff and contractors)
• Notifying us immediately at support@hivesuite.co.uk if you suspect any unauthorised access or security compromise

Responsibility for account activity. You are responsible for all activity that occurs under your account or through users you have authorised, whether or not you were aware of the specific activity. HiveSuite is not liable for any loss arising from unauthorised use of your account where you have failed to maintain adequate security.

4 Acceptable Use

You agree to use HiveSuite only for lawful business purposes and in accordance with these Terms. You must not:

• Violate any applicable law, regulation, or third-party rights
• Transmit harmful, offensive, defamatory, or unlawful content
• Use HiveSuite to send spam, unsolicited marketing, or messages in breach of the Privacy and Electronic Communications Regulations (PECR) or equivalent legislation
• Attempt to gain unauthorised access to HiveSuite systems, other accounts, or any connected third-party services
• Reverse-engineer, decompile, disassemble, or otherwise attempt to derive the source code of any part of the platform
• Scrape, crawl, or use automated tools to extract data from HiveSuite except through officially provided APIs and export features
• Introduce viruses, malware, or any other harmful code
• Interfere with or disrupt the integrity or performance of the service
• Resell, sublicense, or provide access to HiveSuite to any third party without our prior written consent
• Use HiveSuite in a manner that places an unreasonable or disproportionate load on our infrastructure

Fair usage. HiveSuite plans include unlimited jobs, customers, quotes, and invoices for genuine business use. We do not impose arbitrary caps on normal operational activity. However, we reserve the right to investigate and, where necessary, restrict activity that appears to be automated abuse, bulk data harvesting, or use that is inconsistent with the intended purpose of the service.

5 Subscription Plans, Billing and Payment

Plans and pricing. HiveSuite is offered on a subscription basis. Current plans and pricing are shown on our pricing page. All prices displayed on our website include VAT at the applicable rate unless otherwise stated.

Billing cycle. Subscriptions are billed in advance on a monthly or annual basis, depending on the billing cycle you select. Where you actively authorise a paid subscription during a free trial, the subscription will commence and the applicable payment will be collected on the date shown or otherwise communicated during the subscription process.

Automatic renewal. Subscriptions renew automatically at the end of each billing period at the then-current rate unless you cancel before the applicable renewal/payment date. We will charge the payment method on file for each renewal. The billing date and amount should be checked in the subscription process and account billing information.

Payment processing. Payments are processed by Stripe. By subscribing, you agree to Stripe's terms of service. HiveSuite does not store your payment card details.

Failed payments. If a payment fails, we may retry the charge and will notify you. If payment remains outstanding, we may suspend access to your account until the balance is settled. We are not required to maintain your account indefinitely during non-payment.

Price changes. We may change subscription prices from time to time. We will give you at least 30 days' notice of any price increase. The new price will apply from your next billing period after the notice period. If you do not agree to the new price, you may cancel your subscription before the new price takes effect.

VAT. If you are a VAT-registered business outside the United Kingdom, reverse charge or other VAT treatment may apply. You are responsible for determining and accounting for any taxes applicable to your use of HiveSuite.

Add-ons. Certain features or services (such as dedicated SMS numbers or additional SMS credits) may be available as paid add-ons to your subscription. Add-ons may have their own billing terms, which will be presented at the time of purchase.

6 Free Trials and Promotional Offers

Free trial. HiveSuite may offer a free trial period. During the trial, you can access the service without providing payment details. A trial does not automatically create a paid charge in every case. If, during the trial, you actively select and authorise a paid subscription, the subscription will commence and the applicable payment will be collected on the date shown or otherwise communicated during that process. If you do not authorise a paid subscription, your access may be suspended when the trial ends.

Trial limitations. Free trials are intended for genuine evaluation of the service. We reserve the right to limit trials to one per business and to suspend or terminate trial accounts that we reasonably believe are being created repeatedly to avoid payment or for purposes other than genuine evaluation.

Promotional offers. We may offer introductory pricing, first-payment discounts, discounted add-ons, promotional codes, referral discounts, or other temporary offers from time to time. Such offers are subject to the terms presented with the relevant offer and may be withdrawn or modified at our discretion. Promotional pricing applies for the stated period only; subsequent payments may revert to the standard price where this was stated as part of the offer.

7 Cancellation and Refunds

The detailed rules on cancellation, trial payments, renewals, refunds, billing errors, add-ons and SMS credits are set out in our Refund & Cancellation Policy, which forms part of these Terms. Please read it before subscribing or buying an add-on.

8 SMS and Communications

HiveSuite includes SMS messaging functionality that enables customers to send text messages to their contacts directly from the platform. The following terms apply to SMS and other automated communications.

Availability. SMS is available only where enabled for your account and where your subscription plan and account status support it. SMS functionality requires a paid plan and available SMS credits.

SMS credits. SMS operates on a credit-based system. One credit represents one standard SMS segment, not necessarily one visible message. Messages that exceed a single SMS segment (due to length or character encoding) will consume multiple credits. The message composer indicates the estimated segment count before sending.

Monthly included credits. Subscription plans that include a monthly SMS credit allowance receive a fresh allowance through the applicable credit-reset process. Unused monthly credits do not roll over to the next billing period unless the service specifically states otherwise at the time. The timing of a reset may depend on the account and scheduled processing.

Purchased credits. Additional SMS credits may be purchased separately. Purchased credits do not expire while your HiveSuite account remains active and in good standing. Purchased credits are non-transferable between accounts, have no cash value, and are generally non-refundable except where required by applicable law. Monthly included credits are consumed before purchased credits. Unused purchased credits may be forfeited when an account is permanently closed or terminated.

Credit pricing. HiveSuite may change the pricing or included quantities for future SMS credit purchases at any time. Previously purchased credits will not be reduced or deducted because future prices change. SMS pricing may change as a result of underlying carrier, telecommunications, or supplier costs.

No delivery guarantee. SMS delivery depends on third-party telecommunications networks and carriers. HiveSuite does not guarantee that any message will be delivered. Messages may be rejected, delayed, filtered, or blocked by telecommunications providers, carriers, or recipient devices for reasons outside our reasonable control. Delivery status information is provided where available but may not always be accurate or complete.

Your responsibilities. You are solely responsible for the content, recipients, and lawful use of all SMS messages sent through HiveSuite. This includes compliance with UK GDPR, the Privacy and Electronic Communications Regulations 2003 (PECR), and any other applicable telecommunications or data protection legislation. You must ensure you have a lawful basis to contact each recipient and must honour opt-out requests.

Automated messages. Where you configure automated SMS messages (for example, quote reminders, invoice notifications, or job updates), messages are sent according to your configuration. You are responsible for reviewing templates, automation settings, and triggers before enabling them. HiveSuite is not responsible for automated messages sent as a result of your configuration.

Restrictions. HiveSuite may restrict, suspend, or disable SMS functionality for your account if we reasonably believe messages are being used for spam, fraud, abuse, phishing, or any unlawful purpose, or where required by our telecommunications providers or applicable law.

Dedicated SMS Numbers

Dedicated UK telephone numbers are available as an optional paid add-on to enable two-way SMS conversations. The following additional terms apply:

• Dedicated numbers are recurring paid add-ons billed alongside your subscription
• Number availability is subject to provider and carrier availability at the time of request
• HiveSuite does not guarantee permanent ownership or retention of any particular telephone number
• Numbers may need to be changed due to provider, carrier, or regulatory circumstances beyond our control
• Numbers may be released following cancellation, termination, or prolonged non-payment of the add-on or your subscription
• Number availability and functionality depend partly on third-party telecommunications providers and are subject to change

9 Email and Automated Communications

HiveSuite enables you to send emails (such as quotes, invoices, reminders, and notifications) to your customers and team members. You are responsible for:

• The recipients you choose to contact
• The content and accuracy of messages and templates
• Configuring and reviewing triggers and automation settings before relying on them
• Timing and frequency of communications
• Having a lawful basis or appropriate consent for each communication where required by law

HiveSuite does not guarantee delivery of email communications. Email delivery depends on third-party email service providers, recipient mail servers, and other factors outside our control. Messages may be filtered, delayed, or rejected by recipient mail systems.

10 AI Features

HiveSuite includes AI-powered features, including HiveIntel (natural-language business reporting and analytics) and HiveAssist (quotation assistance, receipt and document extraction, template generation, and other AI-powered tools). The following terms apply to all AI functionality within HiveSuite:

• Output accuracy. AI-generated output may be inaccurate, incomplete, out of date, or otherwise unreliable. You must review all AI output before relying on it or sharing it with others.
• Not professional advice. AI output does not constitute professional, legal, accounting, tax, financial, compliance, or safety advice. You remain responsible for all decisions and actions based on AI output.
• No guarantees. HiveSuite does not guarantee any particular AI result, level of accuracy, or consistency of output.
• Third-party providers. AI features may use third-party AI service providers to process requests. Data sent to AI providers is governed by both our Privacy Policy and the applicable provider's terms. See our Subprocessors page for details.
• Changes. AI features may be modified, improved, or withdrawn at any time. AI behaviour may vary over time as underlying models are updated.

11 Finance, Accounting and VAT Tools

HiveSuite includes financial tools such as invoicing, expense tracking, a finance ledger, VAT calculation features, receipt processing, and financial reporting. These tools are provided as software to assist your business administration. The following apply:

• HiveSuite is not an accounting firm, bookkeeper, or tax adviser. Our software tools do not constitute accounting, bookkeeping, or tax advice.
• You remain solely responsible for the accuracy and completeness of your accounting records, VAT returns, tax filings, and statutory submissions.
• You must verify VAT and tax treatment independently. Automated VAT calculations may not reflect the correct treatment for every transaction or business circumstance.
• Receipt and document extraction (including OCR and AI-powered extraction) may produce errors. You must review extracted data before relying on it.
• Financial reports and calculations are based on the data you enter. HiveSuite is not responsible for errors resulting from incorrect or incomplete data entry.

12 Third-Party Integrations

HiveSuite integrates with third-party services including (but not limited to) Stripe for payment processing, Xero and QuickBooks Online for accounting, and other providers for SMS delivery, email delivery, AI processing, and mapping services. The following terms apply:

• Third-party services are governed by their own terms and privacy policies. You are responsible for reviewing and accepting those terms.
• HiveSuite does not guarantee the availability, performance, or accuracy of any third-party service.
• Third-party APIs, features, and pricing may change or be discontinued without notice from HiveSuite.
• Integrations may disconnect, fail, or produce synchronisation errors. You should verify important data that has been synchronised with or from a third-party service.
• HiveSuite is not responsible for third-party outages, errors, or actions outside our reasonable control.

Payments Through HiveSuite

Where you use HiveSuite to accept payments from your customers (for example, through Stripe), the following apply:

• HiveSuite is not the payment processor. Payment processing is performed by the applicable third-party provider (currently Stripe).
• HiveSuite does not control payment authorisations, declines, chargebacks, payouts, holds, or other processor decisions.
• The payment processor's own fees, terms, and policies apply separately to your use of their services.
• HiveSuite does not store your customers' payment card details.

13 Public Forms

HiveSuite provides embeddable public enquiry forms that you can place on your own website or other digital properties. When using public forms:

• You decide which information is collected through the form
• You are responsible for ensuring that the form collects information lawfully and that appropriate privacy information is provided to the individuals completing the form
• You are responsible for obtaining any consents required for the collection and processing of personal data through the form
• HiveSuite processes submitted information as a data processor acting on your instructions, in order to provide the service
• Any automated actions triggered by form submissions (such as automatic customer or quote creation) are your responsibility to configure and review

14 Customer Portal and Interactive Quotes

The HiveSuite Customer Portal allows your customers to log in, view jobs and quotes, accept or decline quotations, select quote options and extras, pay deposits and invoices, and exchange messages. Interactive quotes allow your customers to make selections and approve work electronically.

• HiveSuite is not a party to any contract, quotation, or agreement between you and your customer. The Customer Portal facilitates communication and record-keeping but does not create a contractual relationship between HiveSuite and your customer.
• You are solely responsible for the content, accuracy, and commercial terms of your quotations, invoices, and contracts.
• HiveSuite records acceptance data (such as timestamps, names, IP addresses, and selections) as platform records. These records are intended to assist your business processes but are not a guarantee of legal enforceability in every circumstance. You should seek independent legal advice about the enforceability of electronic acceptances in your specific context.
• Deposit and payment functionality through the Customer Portal is subject to the payment processing terms in section 12 above.

15 Compliance Documents

HiveSuite includes tools for creating compliance documents such as certificates, checklists, risk assessments, method statements (RAMS), and similar documentation. The following terms apply:

• HiveSuite provides document and software tools only. We do not certify, validate, or approve the underlying work, installation, or service.
• Templates and document formats are provided as starting points. They do not guarantee compliance with any particular regulation, standard, or industry requirement.
• You are responsible for selecting appropriate templates, ensuring accuracy and completeness, and complying with all applicable legislation, industry standards, and professional requirements.
• Use of HiveSuite's compliance tools does not imply endorsement by, or affiliation with, any regulatory or professional body (including but not limited to Gas Safe Register, NICEIC, or any other body).

16 Scheduling, Automation and Recurring Jobs

HivePlanner and related features allow you to schedule jobs, create recurring jobs, assign work to team members, configure reminders, and set up automated actions such as status changes and automatic invoicing. You are responsible for:

• Reviewing your schedules, assignments, and automated actions to ensure they are correct
• Checking recurring job configurations and ensuring they reflect your current requirements
• Verifying that automated invoicing and other financial automation produces the intended results

HiveSuite is not responsible for consequences arising from incorrect scheduling, assignment, or automation configuration.

17 HiveCrew and Workforce Data

HiveCrew enables team members to view assigned jobs, log time, record GPS location data, upload photographs and notes, and update job statuses from the field. As the account holder, you are responsible for:

• Informing your workers and contractors about the data collected through HiveSuite (including GPS location tracking, time tracking, and photographs)
• Ensuring that any workforce monitoring is lawful and proportionate under applicable employment and data protection law
• Obtaining any required permissions or providing any required notices in connection with location tracking and related features
• Configuring appropriate access levels so team members see only the information relevant to their role

18 Inventory

HiveSuite includes inventory management features such as stock tracking, purchase orders, and stock reservations. Inventory quantities shown in HiveSuite are calculated based on the data entered and system events. They may not reflect actual physical stock. You remain responsible for verifying physical stock levels independently. HiveSuite does not guarantee that system quantities match actual inventory.

19 Customer Content and Files

Your content. You retain ownership of all data, documents, images, videos, logos, messages, and other content you upload to or create within HiveSuite ("Customer Content"). HiveSuite does not claim ownership of your Customer Content.

Licence. By uploading Customer Content to HiveSuite, you grant us a limited, non-exclusive licence to host, copy, process, transmit, display, back up, and otherwise handle the content solely as reasonably necessary to provide, secure, maintain, and improve the service. This licence continues for as long as your content is stored on our platform and terminates when it is deleted.

Your responsibility. You represent and warrant that you have all necessary rights, permissions, and consents to upload and process the content you provide through HiveSuite, and that your content does not infringe any third party's intellectual property rights or other rights.

20 Data and Backups

HiveSuite takes reasonable measures to protect your data, including regular backups. However, we do not guarantee zero data loss. No backup or storage system is entirely immune to failure, corruption, or data loss.

We strongly recommend that you maintain your own copies of business-critical information, including by using the export features available within HiveSuite. You should not rely on HiveSuite as your sole record of important business data.

21 Service Availability

We aim to maintain high availability of the HiveSuite service but do not guarantee uninterrupted, error-free, or continuous access. The service may be temporarily unavailable due to:

• Scheduled or emergency maintenance
• Third-party service outages (including hosting, payment processors, SMS providers, and email services)
• Network or infrastructure issues
• Force majeure events

Where possible, we will provide advance notice of planned maintenance. We are not liable for any loss or damage arising from service interruptions that are outside our reasonable control.

22 Security

HiveSuite implements technical and organisational security measures designed to protect your data. However, no system is completely secure. Your security responsibilities include:

• Using strong, unique passwords for all accounts
• Keeping credentials confidential and not sharing them
• Removing access for former staff, contractors, and anyone who no longer requires it
• Using appropriate permissions so users only access what they need
• Ensuring devices used to access HiveSuite are kept secure and up to date
• Notifying us promptly if you suspect any security compromise

23 Suspension and Termination

Suspension by HiveSuite. We may suspend or restrict access to your account, in whole or in part, where we reasonably consider it necessary due to:

• Non-payment or failed payment
• Breach of these Terms
• Spam, abuse, fraud, or suspected unlawful activity
• Activity that threatens the security or stability of the platform or other customers
• Requirements from third-party providers (including telecommunications or payment providers)
• Protecting HiveSuite, other customers, or third parties
• Compliance with applicable law or regulatory requirements

Where reasonably practicable, we will notify you before or at the time of suspension and give you an opportunity to remedy the issue. However, we may act immediately where we consider there is a significant risk.

Termination by HiveSuite. We may terminate your account if a suspension is not resolved within a reasonable time, or immediately for serious or repeated breaches of these Terms.

24 Intellectual Property

HiveSuite IP. HiveSuite, its software, code, design, branding, logos, documentation, and all related content are the intellectual property of HiveSuite Limited and are protected by applicable UK and international intellectual property laws. These Terms do not transfer any ownership of HiveSuite intellectual property to you. You receive a limited, non-exclusive, non-transferable, revocable licence to use the service for the duration of your subscription.

Your data. Your business data, Customer Content, and any content you create within HiveSuite remain your property. We claim no ownership over your data, subject to the limited licence described in section 19 above.

25 Limitation of Liability

This section sets out the entire liability of HiveSuite Limited (including its directors, employees, and agents) to you in connection with these Terms and your use of the service.

Exclusions that cannot be made. Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any other liability that cannot lawfully be excluded or limited under English law.

Service provided "as is". Subject to the above, HiveSuite is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, we exclude all warranties, conditions, and representations (whether express or implied) that are not expressly stated in these Terms, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Indirect losses. To the maximum extent permitted by law, HiveSuite Limited shall not be liable for any indirect, incidental, special, consequential, or punitive loss or damage, including but not limited to:

• Loss of profits, revenue, or business
• Loss of anticipated savings
• Loss of or corruption of data (except where caused by our wilful default)
• Loss of goodwill or reputation
• Loss arising from reliance on AI-generated output
• Loss arising from third-party service failures, outages, or actions
• Loss arising from automated communications sent according to your configuration
• Loss arising from accounting, tax, or compliance decisions made using our tools
• Loss arising from contracts between you and your customers

Aggregate cap. Our total aggregate liability to you for all claims arising under or in connection with these Terms in any 12-month period shall not exceed the total subscription fees actually paid by you to HiveSuite in that 12-month period.

Reasonableness. Each provision of this section is to be construed separately. If any provision is held to be unreasonable, the remaining provisions shall continue to apply to the fullest extent permitted by law.

26 Indemnity

You agree to indemnify and hold harmless HiveSuite Limited, its directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable legal fees) arising from or in connection with: (a) your breach of these Terms; (b) your use of the service; (c) content you upload or transmit through HiveSuite; (d) communications you send through HiveSuite (including SMS and email); (e) your violation of any applicable law or third-party rights; or (f) any dispute between you and your customers.

27 Beta and Preview Features

From time to time, HiveSuite may make features available on a beta, preview, early-access, or experimental basis. Such features are provided "as is" without any warranty or commitment. They may be incomplete, contain bugs, or behave unexpectedly. We may modify or discontinue beta features at any time without notice. Beta features should not be relied upon for business-critical operations. Our liability limitations apply with additional force to beta features.

28 General Provisions

Force majeure. HiveSuite shall not be liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemics, government actions, power failures, internet or telecommunications failures, cyberattacks, and third-party service failures.

Entire agreement. These Terms, together with the Privacy Policy, Data Processing Agreement, and any other policies referenced herein, constitute the entire agreement between you and HiveSuite in relation to your use of the service and supersede all previous agreements, understandings, and representations.

Severability. If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary so that the remaining provisions continue in full force and effect.

Waiver. Our failure to exercise or enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

Assignment. You may not assign or transfer these Terms or any rights or obligations hereunder without our prior written consent. HiveSuite may assign these Terms in connection with a merger, acquisition, reorganisation, or sale of substantially all of its assets.

Third-party rights. These Terms do not confer any rights on any person or party other than you and HiveSuite under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

Notices. Notices to HiveSuite should be sent by email to legal@hivesuite.co.uk or by post to the Company's registered office. We may send notices to you by email to the address associated with your account or through the HiveSuite portal.

29 Changes to These Terms

We may update these Terms from time to time to reflect changes to the service, business practices, or legal requirements. When we make material changes, we will update the version number and effective date at the top of this page and notify you by email or through the HiveSuite portal at least 30 days before the changes take effect.

Your continued use of HiveSuite after the effective date of updated Terms constitutes your acceptance. If you do not agree to the updated Terms, you may cancel your subscription before they take effect.

30 Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales for the resolution of any dispute arising under or in connection with these Terms.

31 Contact Us

For any questions about these Terms, please contact us: