Terms of Service

These Terms of Service ("Terms") govern your access to and use of SupplyFi, a software-as-a-service platform operated by CounterCarbon Ltd ("CounterCarbon", "we", "us"), company number 17061500, registered in England and Wales.

By creating an account or using the Service, you agree to these Terms. If you are using the Service on behalf of a business, you confirm you have authority to bind that business to these Terms.

1. The Service

SupplyFi is a cloud-based product-data platform that enables businesses of any industry to collect, review, approve, and distribute structured product data — including data sourced from their suppliers. The Service is provided on a subscription basis.

2. Accounts and access

• You must provide accurate information when creating your account.
• You are responsible for maintaining the security of your login credentials.
• You must notify us immediately at hello@supplyfi.co.uk if you suspect unauthorised access to your account.
• Each subscription is for a single organisation. You may not resell or sublicence access to the Service without our prior written consent.
• You are responsible for all activity that occurs under your account, including actions taken by your invited users (admins and suppliers).

3. Subscription and payment

• Subscriptions are billed monthly or annually in advance, as you choose at checkout, unless otherwise agreed in writing. Yearly billing is priced at ten times the monthly price (two months free).
• Prices are as published on our pricing page at the time of purchase and are in GBP, exclusive of VAT.
• VAT will be added at the applicable UK rate where required.
• Payment is processed by Stripe. By subscribing, you authorise us to charge your payment method on a recurring basis.
• If a payment fails we'll retry and email you; if it still hasn't been paid after 7 days, the workspace becomes read-only: you can still view and export your data, and nothing is deleted. Paying restores full access.
• Subscriptions renew automatically until cancelled. You can cancel any time, and cancellation takes effect at the end of the current paid period. Annual plans have a 14-day money-back window from purchase (see section 5.4).
• We reserve the right to change pricing with 30 days' written notice. Price changes will not apply until your next renewal period.

4. Plans, SKU limits and fair use

Each subscription tier includes a maximum number of active SKUs (Stock Keeping Units) as described on our pricing page. If you are over your plan's SKU limit, you can't add new SKUs until you upgrade or archive some.

4.1 Plans

Plans are banded by the number of active SKUs: Free (200 SKUs), Starter (2,000), Growth (5,000), Pro (10,000) and Scale (25,000). Enterprise (50,000 and above) is priced by quote. Archived SKUs and sample data do not count towards your limit. Paid plans include unlimited team users, and suppliers and customers you invite are free and unlimited. The Free plan is for one user and does not include the supplier or customer portals.

Each plan includes a monthly allowance of AI credits, storage and support as described on our pricing page. Every paid plan also includes API access (with a monthly call limit) and the scheduled CSV/SFTP export, and every plan includes Digital Product Passports (one per SKU, see section 13). Shop connectors (Shopify, WooCommerce and Magento) are an add-on on every paid plan at £60 per month or £600 per year per connector, and are not available on the Free plan. Other add-ons are priced as published on our pricing and add-ons pages. A dedicated database and deployment is available on request, set up by our team and scoped with you, from £600 per year. Single sign-on (SSO) is available on Enterprise plans, priced on request.

4.2 Free trial

Every paid plan (Starter, Growth, Pro and Scale) starts with a 14-day free trial of that plan, with no payment card required. You choose the plan when you create your workspace; the Free plan has no trial. Each workspace has one trial. During the trial you have that plan's features and limits, subject to fair-use caps of 5,000 SKUs and 25 GB of storage where those are lower than the plan's, and 1,000 AI credits. You can subscribe to any plan at any time during the trial. When the trial ends without a paid subscription, the workspace becomes read-only and nothing is deleted. You can still sign in, view your data and export it (CSV exports and the full data export), manage billing, remove team members and delete your account. Editing, Fi and AI, tech sheets, imports, uploads, supplier and customer portal actions, the API, connectors and scheduled exports are switched off until you subscribe, and the workspace does not move to the Free plan. When you subscribe, full access returns straight away with your data as you left it.

4.3 Free accounts

We may suspend or close Free accounts at our discretion, for example after long inactivity or misuse. We'll give notice where we reasonably can. If a Free account that has never paid for a plan is closed or suspended, all its passports go offline.

Free accounts may display advertising and promotional content, from SupplyFi or selected partners, and may otherwise be supported through marketing. We don't sell your personal data; any use of personal data follows our Privacy Policy.

5. Billing, cancellation, and refunds

5.1 Billing cadence

Subscriptions are available on a monthly or annual basis. Annual subscriptions are priced at a discount (typically equivalent to two months free) in exchange for the customer's commitment to the full year. You may switch between cadences at your next renewal.

5.2 Cancellation

You may cancel your subscription at any time from your billing settings or by emailing us. Cancellation stops future automatic renewal; your access continues until the end of the period you have already paid for. When that period ends, the workspace becomes read-only: you can still sign in, view your data and export it, nothing is deleted, and subscribing again restores full access straight away.

5.3 Refunds — monthly subscribers

If you cancel a monthly subscription, your access continues to the end of the current billing month and you are not charged the following month. We do not refund the current month on a pro-rata basis, because the whole point of monthly billing is that the commitment is only the month you're in. When the month you have paid for ends, the workspace becomes read-only (view and export only, nothing deleted) until you subscribe again.

5.4 Refunds — annual subscribers

Annual subscribers benefit from a 14-day money-back guarantee on their first paid invoice. If you cancel within 14 days of your first annual payment, we refund the full amount paid, less any third-party fees we have already incurred on your behalf (typically zero). No questions asked, no forms.

After 14 days, the annual commitment stands. We do not issue pro-rata refunds for the unused portion of an annual subscription, because the annual discount is contingent on that commitment — if you wanted monthly flexibility, you had the option to pick monthly billing at the higher monthly rate.

5.5 Exceptional circumstances

We are a small team, and we believe customers shouldn't feel trapped in a tool they genuinely cannot use. If your circumstances have changed materially (the product fundamentally doesn't fit your workflow, a key member of your team has left, your business has changed direction, or something has gone wrong on our side that we couldn't resolve), email us and we will work something out on a case-by-case basis. This is at our discretion and is not a contractual entitlement, but we'd rather lose a small amount of revenue than damage a working relationship with someone who might come back later.

5.6 Data after cancellation

Whatever your cancellation choice and whatever the refund treatment, the data-portability and archive options in section 6.1 of these Terms apply. You can take an export bundle with you, park your data with us free of charge for up to 7 years, or have it deleted immediately. Until you choose otherwise, a workspace whose paid plan has ended stays read-only: view and export only, nothing deleted, and subscribing restores it.

6. Data ownership, isolation, and portability

• You retain full ownership of all data you upload or generate through the Service ("Customer Data").
• You grant us a limited licence to process Customer Data solely to provide and improve the Service.
• We will never sell, share, or use your Customer Data for any purpose other than providing the Service.

6.0 How your data is isolated from other customers

By default, your Customer Data lives in a shared, EU-resident Postgres database operated by us. Isolation between tenants is enforced at two layers:

• Application-layer scoping. Every read and write made by our application code is filtered by your tenant ID, which is resolved server-side from your authenticated session — it is never trusted from the request.
• Database-layer Row Level Security. Postgres has RLS policies on every tenant-scoped table that restrict each row to its owning tenant. Row-level security is enforced on every table, and every query is also scoped to your workspace in the application. Auditors can verify the policies are in place with SELECT * FROM pg_policies WHERE schemaname='public'.

You can verify your tenant's isolation status, run an on-demand isolation test, and download a signed attestation of your data footprint at any time from the Security & Isolation page inside your workspace.

If your industry requires stronger physical separation (your own database server, not just your own row scope), the Dedicated database + deployment option (a dedicated database and deployment, set up by our team on request and scoped with you, from £600/year) is available.

6.1 What happens to your data when you cancel

When you cancel your subscription, you choose what happens to your Customer Data. We offer three options at no additional cost:

• Take it with you. Request a full export at any time within 30 days of cancellation. We provide a full export of your data as JSON, with links to every uploaded file. Available for download for 30 days from the export request.
• Park it with us for up to 7 years. If you cancel but expect to need the data later (regulatory audits, warranty obligations, customer disputes, future reactivation), we will hold a read-only archive at no charge for up to seven years from cancellation. You can request an export from the archive at any time during that period, or ask us to delete it sooner — whichever you prefer.
• Delete it now. If you would rather we delete your Customer Data immediately on cancellation, just say so in writing. We will purge live systems within 7 days of your deletion request being confirmed, and confirm in writing once complete. Backups roll off on their normal schedule.

After the 7-year archive period (or any shorter window you choose), Customer Data is permanently and irreversibly deleted from our systems. We will email you at 90, 30, 7, and 1 day before automatic deletion so you have a final chance to export or extend.

While your data is in archived state, we do not access it, process it, or use it for any purpose. It exists only so that you can come back to it if you need to.

6.2 Data processing

To the extent we process personal data in your Customer Data on your behalf, our Data Processing Addendum forms part of these Terms.

7. Acceptable use

You agree to use the Service in accordance with our Acceptable Use Policy. We reserve the right to suspend or terminate accounts that violate these policies.

8. Intellectual property

• The Service, including its software, design, and documentation, is owned by CounterCarbon Ltd and protected by applicable intellectual property laws.
• We grant you a limited, non-exclusive, non-transferable licence to use the Service during your subscription.
• You may not copy, reverse engineer, decompile, or create derivative works of the Service.

9. Uptime and support

• We target 99.9% monthly uptime for the Service, excluding scheduled maintenance.
• Scheduled maintenance will be notified at least 24 hours in advance where possible.
• Starter and Growth plans include email support at hello@supplyfi.co.uk. The Free plan includes help documentation.
• Pro and Scale plans include priority support, with a response within 2 calendar days. The Scale plan also includes a setup call.
• Enterprise customers may be entitled to a service-level agreement (SLA) and a named contact as set out in their separate agreement.

10. Limitation of liability

To the maximum extent permitted by law:

• Our total liability to you in any 12-month period is limited to the fees you paid to us in that period.
• We are not liable for indirect, incidental, special, or consequential losses, including loss of profits, data, or business opportunity.
• Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

11. Indemnity

You agree to indemnify and hold harmless CounterCarbon Ltd, its officers, directors, and employees from any claims, losses, or damages (including legal fees) arising from your use of the Service, your Customer Data, or your violation of these Terms.

12. AI Services

Where you use Fi, our AI agent, or any other AI-powered feature ("AI Services"), the following terms apply in addition to the rest of these Terms.

12.1 Third-party models

AI Services are powered by large language models supplied by third parties (e.g. Anthropic, OpenAI), routed either through our infrastructure or, where you have configured your own provider API key, through your chosen provider directly. We are not the developer of these models. We have no control over their accuracy, availability, behaviour, output, version changes, deprecation, or pricing. We may switch providers or models at any time, with or without notice, to maintain or improve the Service.

12.2 Credits and estimates

AI Services are measured in credits. The number of credits an action uses is based on the underlying model cost of the work involved, which depends on factors including: the length and complexity of your prompts; the length and structure of the data you submit (including product records, audit logs, and field schemas); model version and configuration; retries triggered by model errors or timeouts; and behaviour of the model that is outside our control. As a guide, one credit is about one product description or one translation.

Any estimate we show, including estimates on our website and the estimate Fi displays before bigger jobs (and, best-effort, elsewhere), is best-effort and not a guarantee. Actual credit use depends on the size and state of your data and how many changes you ask Fi to make, and can vary significantly between actions that look similar. Examples of what a given number of credits could achieve are illustrations only. We will not be liable for credit use that exceeds your expectation, including where credits are consumed faster than you anticipated, or for the outcome of any setup or other work you ask Fi to do and approve.

12.3 AI credits

Each paid plan includes a monthly allowance of AI credits (the Free plan includes a small monthly allowance). The monthly allowance resets at the start of each billing month and unused credits do not roll over. Additional credits may be bought as top-ups (currently 1,000, 5,000 or 25,000 credits). Purchased top-up credits stay valid for 12 months from purchase. Monthly plan credits are not refundable, whether used or unused. A top-up can be refunded only if none of its credits have been used; the refund is the full price paid for that pack (for example, a 5,000-credit pack is refunded at the 5,000-credit price). A pack that is partly used cannot be refunded. We may apply a hard stop on AI Services when your monthly allowance and credit balance reach zero; we are not obliged to warn you in advance, although Fi shows a credit estimate before bigger jobs, and best-effort elsewhere.

12.4 Bring-your-own-key (BYOK)

If you supply your own provider API key, or connect your own assistant over MCP, your use does not consume SupplyFi AI credits. All usage costs are billed by your provider directly to you, and we have no insight into or responsibility for those charges. You are solely responsible for the security of your key, for monitoring your usage with your provider, and for any costs or charges your provider levies. We store your key encrypted at rest and use it only to make AI calls on your behalf inside the Service.

12.5 Acceptable use

Your use of AI Services must comply with (a) these Terms; (b) our Acceptable Use Policy; and (c) the usage policies of the underlying model provider, including Anthropic's Usage Policy (anthropic.com/legal/aup) and OpenAI's Usage Policies (openai.com/policies/usage-policies) as updated from time to time. You may not use AI Services to generate content that violates those policies. We may suspend or terminate your access to AI Services at any time, with or without notice, where we reasonably believe usage has breached or risks breaching these policies.

12.6 Output and data handling

AI-generated output is provided "as is" and may be inaccurate, incomplete, biased, or misleading. You are responsible for reviewing any AI output before relying on it for business decisions, customer-facing content, or regulatory compliance. We do not warrant the accuracy or fitness for purpose of any AI output.

Data you submit through AI Services (including prompts and the records they reference) is transmitted to the model provider for processing. We use AI providers and settings that do not use your data to train their models, and we route requests in a way intended to prevent customer data from being retained by the provider where the provider's terms support that mode. We cannot guarantee the data-retention practices of any third-party provider.

12.7 No SLA on AI Services

AI Services are provided on a reasonable-efforts basis. We do not offer a service-level agreement on AI Services. Upstream model provider outages, rate limits, and behavioural changes are outside our control.

13. Digital Product Passports

Digital Product Passports are included with every plan, at no extra charge. One passport is issued per SKU, because variants with different materials need their own passport data.

• Passports are included with every plan, one per SKU up to the plan's SKU limit: 200 on Free, 2,000 on Starter, 5,000 on Growth, 10,000 on Pro and 25,000 on Scale, and as agreed in the contract on Enterprise. During a trial the limit is the trial's SKU cap.
• If you have paid for a plan and that plan ends (cancelled, lapsed, unpaid or downgraded to Free), all the passports you had published stay online, read-only, for one calendar year from the date the paid plan ends, at no charge. We will remind you 90 days before they are taken down, so you have time to move them and stay compliant. Choosing a paid plan again ends the countdown.
• Passports of a workspace that has never paid for a plan go offline when access ends. When a trial ends the workspace is read-only, and its passports go offline. If a Free account is closed or suspended, all its passports go offline.
• You can export your passport data in open formats at any time, free of charge.

We keep the passports of a workspace that has paid for a plan available for a year after that plan ends because passport data must remain available for the lifetime of the product under applicable EU rules. You remain responsible for the accuracy and completeness of the data in your passports, and for keeping a copy of the exported data if you need them available for longer than that year.

14. Compliance package

The compliance package (£99 per month or £990 per year) includes UK packaging EPR reporting (including the RPD file), Plastic Packaging Tax, EU PPWR design checks, WEEE and battery reporting, document expiry tracking and the audit pack, and Regulation Radar. Regulation Radar is also available on its own at £19 per month or £190 per year.

The compliance package and Regulation Radar provide information and tools to help you prepare for compliance. Figures and files are estimates and are not legal advice. You remain the legal filer and are responsible for the accuracy of your own declarations and for confirming your obligations with your compliance scheme or adviser.

15. Implementation services

We offer an implementation project (currently £10,000, one-off) in which we build a working SupplyFi workspace around your business workflows, loaded with your product data.

• The scope is agreed in writing before work starts.
• The 2-month delivery period starts once we have your complete product data, workflow details and the access we need. Delays in providing these extend the delivery period.
• The fee is non-refundable once work has started, unless we agree otherwise in writing.
• You remain responsible for checking and approving your data and any compliance content in the finished workspace.

16. Termination

• Either party may terminate these Terms with 30 days' written notice.
• We may terminate or suspend your access immediately if you breach these Terms, fail to pay, or engage in conduct that harms the Service or other users.
• On termination, your licence to use the Service ends immediately.

17. Governing law

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.

18. Changes to these Terms

We may update these Terms from time to time. We will give you at least 30 days' notice of material changes by email. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

19. Contact

CounterCarbon Ltd
Company No. 17061500
Registered in England and Wales
Email: hello@supplyfi.co.uk