Terms of Service

Acceptance of Terms

By accessing or using the Complybase platform (the "Service") operated by Complybase Ltd ("Complybase", "we", "us" or "our"), you confirm that you are at least 18 years of age, have the authority to bind the business entity you represent, and agree to be bound by these Terms and our Privacy Policy.

If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind such entity. If you do not have such authority, you must not accept these Terms and may not use the Service.

Your continued use of the Service after any changes to these Terms constitutes acceptance of the revised Terms.

Description of Service

Complybase is a software-as-a-service (SaaS) platform designed to assist UK businesses in meeting their obligations under the Extended Producer Responsibility (EPR) for Packaging regulations. The Service provides:

• AI-powered extraction of packaging material data from supplier invoices and related documents
• Automated calculation of EPR fees using official gov.uk base rates published by PackUK
• Generation of compliance reports formatted for submission to the Environment Agency (EA) and the National Packaging Waste Database (NPWD)
• Period comparison, cost forecasting, material optimisation recommendations, and team collaboration tools (feature availability depends on subscription tier)

The Service is intended as a compliance assistance tool. While we use best efforts to maintain accuracy, Complybase does not provide legal, tax or regulatory advice. You remain solely responsible for ensuring your EPR submissions are accurate and submitted within the deadlines set by the relevant regulatory authorities.

EPR fee rates and reporting requirements are set by government and may change. We update our rate tables promptly when official changes are published, but you should verify current rates on gov.uk before submission.

User Accounts

To access the Service you must create an account and provide accurate, current and complete registration information including your company name, registration number (where applicable) and a valid email address.

Account security

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately at contact@complybase.co if you become aware of any unauthorised use of your account or any security breach.

Team members

Account owners on Professional and Enterprise plans may invite additional users. Each invited user is subject to these Terms. The account owner is responsible for all actions taken by invited users under the account.

User Obligations

You agree that you will:

• Provide accurate, complete and up-to-date information when uploading documents or entering data into the Service
• Use the Service only for lawful purposes and in accordance with these Terms
• Not attempt to reverse engineer, decompile, disassemble or otherwise derive the source code of the Service
• Not use the Service to store or transmit malicious code, viruses or any material that is unlawful, harmful, threatening, defamatory or otherwise objectionable
• Not attempt to gain unauthorised access to any part of the Service, its related systems or networks
• Not resell, sublicense or commercially exploit any portion of the Service without our express written consent
• Not use automated scripts, bots or other means to access the Service in a manner that exceeds normal usage or places undue burden on our infrastructure
• Comply with all applicable laws and regulations, including UK EPR regulations and GDPR

We reserve the right to suspend or terminate your account if we reasonably believe you have breached these obligations.

Free Trial & Payment Terms

14-day free trial

New accounts receive a 14-day free trial with full access to the features of your chosen plan. No credit card is required to begin a trial. At the end of the trial period, access to paid features will be suspended unless you provide valid payment details and select a subscription plan.

Subscription plans

Following the free trial, continued access requires a paid subscription. Plans are available on a monthly or annual basis. Current pricing is published at complybase.co/pricing and may change with notice as described below.

Billing and auto-renewal

Subscriptions renew automatically at the end of each billing period (monthly or annual) unless cancelled before the renewal date. You authorise us to charge your payment method on file for the applicable subscription fee at each renewal.

Cancellation and refunds

You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period — you will retain access until then. We do not offer pro-rata refunds for unused time within a paid billing period, except where required by applicable law. Annual plans may be eligible for a refund within 30 days of the initial purchase; contact us to request this.

Price changes

We will give at least 30 days' written notice before increasing subscription prices. Price increases will take effect at your next renewal after the notice period. Continuing to use the Service after a price change takes effect constitutes your acceptance of the new price.

Taxes

All prices are exclusive of VAT unless stated otherwise. Where VAT applies, it will be added at the applicable UK rate at the point of billing.

Data Usage

Your use of the Service involves us processing data on your behalf, including business data contained in uploaded invoices and documents. How we collect, use, store and protect this data is described in full in our Privacy Policy.

Key points:

• You retain ownership of all data you upload to the Service ("Customer Data")
• We process Customer Data solely to provide the Service to you
• Document content is passed to OpenAI's API for AI extraction; this is covered by appropriate data processing agreements
• We do not sell your data to third parties or use it to train AI models without your explicit consent
• On account termination, your data will be retained for 30 days and then securely deleted, unless you request earlier deletion

By uploading documents to the Service you confirm that you have the right to share that data with us and that doing so does not breach any third-party confidentiality obligation.

Intellectual Property

Our intellectual property

The Service and all of its underlying technology, software, algorithms, user interface designs, trademarks, logos and documentation are the exclusive property of Complybase Ltd and are protected by copyright, trademark and other intellectual property laws. These Terms do not grant you any right, title or interest in the Service beyond the limited licence to use it described herein.

Licence to you

Subject to your compliance with these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service during your subscription period for your internal business compliance purposes.

Your data

You retain all intellectual property rights in Customer Data you upload to the Service. You grant us a limited, worldwide licence to process, store and use Customer Data solely for the purpose of providing the Service to you.

Feedback

If you provide feedback, suggestions or ideas about the Service, you grant us a perpetual, royalty-free licence to use such feedback in any way we see fit without obligation to you.

Limitation of Liability

Disclaimer of warranties

The Service is provided "as is" and "as available" without warranty of any kind. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that: (a) the Service will be uninterrupted or error-free; (b) any EPR calculations or reports produced by the Service will be accepted by the Environment Agency or any other regulatory body; or (c) EPR fee rates displayed are current at any given moment.

Limitation of damages

To the fullest extent permitted by applicable law, Complybase shall not be liable for any indirect, incidental, special, consequential or punitive damages, including but not limited to loss of profits, loss of data, loss of goodwill, regulatory fines, penalties or sanctions arising from non-compliance, or cost of substitute services.

Our total aggregate liability to you in connection with these Terms or the Service, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the greater of: (a) the total fees paid by you to Complybase in the 12 months preceding the claim; or (b) £500.

Your compliance responsibility

You are solely responsible for reviewing and verifying all outputs from the Service before submitting any report or data to the Environment Agency, HMRC or any other regulatory authority. Complybase is a compliance assistance tool — final responsibility for regulatory submissions rests with you.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited by law.

Termination

By you

You may close your account and terminate these Terms at any time by cancelling your subscription in account settings and ceasing use of the Service.

By us

We may suspend or terminate your access to the Service immediately, without prior notice or liability, if:

• You materially breach these Terms and fail to cure the breach within 10 days of written notice
• You fail to pay any amounts due under your subscription
• We are required to do so by law
• We reasonably believe your use of the Service poses a security risk or could harm other users or our infrastructure

Effect of termination

On termination: your licence to use the Service ends immediately; we will retain your data for 30 days during which you may request an export; provisions that by their nature should survive termination (including Intellectual Property, Limitation of Liability, and Governing Law) will do so.

Governing Law

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.

You and we both agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.

If you are a consumer located in Scotland or Northern Ireland, you may also have the right to bring proceedings in the courts of your home jurisdiction under applicable consumer protection legislation.

Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email (to the address associated with your account) and by displaying a notice within the Service at least 14 days before the changes take effect.

If you do not agree to the revised Terms, you may cancel your subscription before the effective date. Continued use of the Service after the effective date of any change constitutes your acceptance of the revised Terms.

Non-material changes (such as corrections of typographical errors or updates to contact details) may be made at any time without notice.

Contact Us

If you have questions about these Terms, wish to exercise any rights described herein, or need to report a legal concern, please contact us: