Terms of Service

1. What Avaro Core is

Avaro Core is a cloud CRM and professional services automation platform for services firms. It carries one connected record from a client to a paid invoice: account, deal, quote, contract, project, invoice.

The service is made up of these parts, and which of them your organisation has depends on its plan:

• Clients and contacts: the companies you work with and the people at them.
• Sales: pipeline, products and price books, quotes, and contracts including electronic signature.
• Delivery: projects, tasks, milestones, risks, time entries, timesheet approval and expenses.
• Finance: invoices, payments and recurring billing, including an optional connection to Xero.
• Client portal: giving your clients access to their own records.
• Tickets: service requests raised against a service contract.
• Capacity: who is available, what they are skilled at, and what they are booked onto.

We add to and change the service over time. We will not remove a part of it that your plan includes without telling you first.

2. Your account

You need an account to use Avaro Core, and the information you give us when you create one must be accurate. We review new organisation registrations before approving them and may ask you for more information, for example where the address given is a personal mailbox rather than one at your organisation's own domain.

You are responsible for what happens under your sign-in. Keep your password and any second factor to yourself, do not share a sign-in between people, and tell us promptly if you believe somebody else has used your account.

Avaro Core supports two-factor authentication for every user, and your organisation's administrators can choose to require it for everybody. We strongly recommend turning it on. We require it without exception for our own staff accessing our operator tools, and no setting can switch that off.

When somebody leaves your organisation, removing their access is your administrator's job, and the product provides the controls for it.

3. Your organisation's data

Your data belongs to your organisation, not to us. We claim no ownership of it and we do not use it to train models or to build products.

We process it to provide the service, and on your instructions. Where we process personal data on your behalf we do so as a processor and you remain the controller. The Data Processing Agreement sets out that relationship in full and forms part of your agreement with us.

We separate each organisation's data at the database itself rather than only in application code, and we encrypt personal data at rest.

You must not use Avaro Core to store or process special category data as defined in Article 9 of the UK GDPR, or criminal offence data as defined in Article 10, unless we have agreed to it in writing beforehand.

You are responsible for having a lawful basis for the personal data you put into the service, for its accuracy, and for answering requests from the people it is about.

4. Plans, seats and payment

Avaro Core is sold by the seat. A seat is one person with a sign-in. The current plans are:

• Base: free, up to 5 seats. It covers the whole cycle, so a firm can run a client from first contact to a paid invoice without paying us anything. No card is required and it does not expire.
• Growth: £25 per seat per month, or £250 per seat per year, up to 100 seats, with a minimum of 3 seats.
• Business: £45 per seat per month, or £450 per seat per year, up to 250 seats, with a minimum of 3 seats.

An annual subscription is charged at ten months for twelve. All prices are in pounds sterling and exclude VAT. The plan page inside the product always shows the current list, including what each plan contains and its storage allowance.

Paid subscriptions are billed in advance, monthly or annually as you choose, and are handled by Stripe. We can agree another payment method with you in writing.

Seat and storage limits are enforced by the product. If you reach one, the product says so and tells you what to do about it rather than failing quietly.

We may change our prices by giving you at least 30 days' written notice before the start of your next billing period. If you do not want to continue at the new price, you may cancel under clause 8 and the change will not take effect for you.

If a payment fails we will contact you. If it remains unpaid we may suspend access to the service. Suspension does not delete anything: your data remains available to you under clause 9.

5. What you may and may not do

Your organisation is granted a non-exclusive, non-transferable licence to use Avaro Core for its own internal business purposes for as long as its subscription lasts. The service itself, including the software, its design and its documentation, remains ours.

You must not, and must not let anyone else:

• Use the service for anything unlawful, or in breach of any law that applies to you or to us.
• Store or send content that is unlawful, defamatory, abusive or malicious, or distribute malware of any kind.
• Infringe anybody else's intellectual property or trade secrets.
• Try to reach another organisation's data, another user's account, or any part of our systems you have not been given access to.
• Reverse engineer, decompile or disassemble the service.
• Resell the service, sublicense it, or give access to anyone outside your organisation, other than through the client portal as it is designed to be used.
• Run automated access at a rate that affects the service for other customers. The service applies rate limits, and we may apply more where we need to protect it.

6. Security testing and reporting a problem

Do not run vulnerability scans, penetration tests or other security assessments against Avaro Core without our prior written agreement. We do not say this to discourage security research. We say it so that we can tell a test from an attack. Write to security@avarotechnologies.com and we will arrange it.

If you believe you have found a security problem, tell us at the same address. We would rather hear about it early and informally than not at all, and we will not pursue anybody who reports something to us in good faith and does not exploit it.

7. Availability, maintenance and support

We will use commercially reasonable efforts to keep Avaro Core available. We will give advance notice of planned maintenance where it is likely to interrupt the service, and will tell your administrators by email and in the product if we have to do something urgently.

We do not commit to a numeric availability figure under these terms. Where your organisation needs one, it has to be agreed with us separately and in writing, and it will say how it is measured and what happens if it is missed.

Support is by email during UK business hours, 09:00 to 17:30 Monday to Friday, excluding public holidays in England and Wales.

8. Suspending or ending access

You can end your subscription at any time by telling us in writing. It ends at the end of the billing period you have already paid for, and we do not refund part of a period.

We may suspend or end your access if your organisation materially breaches these terms and has not put it right within 14 days of our telling you. Where something is causing active harm, such as an attack, unlawful content or a payment dispute involving fraud, we may suspend immediately and tell you why.

9. Getting your data out, and what happens to it afterwards

You can ask us for a copy of your organisation's data at any time, and we will provide it in a machine-readable format within 30 days of the request.

When a subscription ends, your data stays available to you for 30 days. During that time you can ask for a copy as above. After those 30 days we delete it from our live systems, and it falls out of our backups within a further 30 days.

We keep records we are required to keep by law after that, principally billing records, which HMRC requires us to hold for six years. Those records are contact and transaction details, not the contents of your account.

10. Our liability

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

Subject to that, our total liability to your organisation in connection with these terms will not exceed the subscription fees it paid us in the twelve months before the event giving rise to the claim. For an organisation on the free Base plan, which has paid us nothing, that figure is nil, and we say so plainly rather than leaving it to be worked out.

We are not liable for indirect or consequential loss, or for lost profits, revenue, goodwill or business opportunity.

Nothing here reduces our obligations as a processor of personal data, or either party's liability under data protection law.

11. Changing these terms

We version these terms and publish each version. When we publish a new one, everybody signed in is asked to accept it the next time they open the product, and what changed is shown alongside it. We record which version each person accepted, and when.

We will not change these terms retrospectively. If a change materially reduces what you get or increases what you owe, and you do not accept it, you may end your subscription under clause 8 and we will refund any period you have paid for but not used.

12. General

These terms, together with the Data Processing Agreement and any order form or service level agreement we have signed with your organisation, are the whole agreement between us.

If any part of them is found to be unenforceable, the rest continues to apply. A failure to enforce something is not a waiver of it.

Your organisation may not transfer these terms to somebody else without our written consent. We may transfer them as part of a merger, acquisition or sale of our business, and will tell you if we do.

Neither of us is liable for a failure to perform caused by something genuinely outside our reasonable control.

Notices to us go to Avaro Technologies Ltd at its registered office, or to the contact address given in the product. Notices to your organisation go to its administrators at the addresses held in its account.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.

Using this website

This website describes our products for information. We keep it accurate, but features, plans and prices can change; the plan page inside Avaro Core and your order with us take precedence over anything here. All prices on this website exclude VAT.

The content, design, logos and trade marks on this website belong to Avaro Technologies Ltd. You may share links to it and quote short extracts with attribution, but please don't copy it wholesale or use our name or logo without our permission.

Links to other websites are provided for convenience. We aren't responsible for their content.

Avaro Technologies Ltd, registered in England and Wales, company number 17073861. Registered office: C/O Wainwrights Accountants, Faversham House, Old Hall Road, Bromborough, Wirral, CH62 3NX, United Kingdom.