Terms of Service

1. Who we are and how these terms apply

Deload is a CRM platform for fitness businesses operated by Cloud Lobsters Ltd, registered in England and Wales (company number 16016819), registered office 71‑75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom ("Deload", "we", "us").

These terms are a contract between us and the business on whose behalf a Deload workspace is used (the "Customer", "you"). By creating a workspace, claiming a workspace we set up for you, accepting an invitation to one, or otherwise using the service, you accept these terms — and if you do so on behalf of a business, you confirm you have authority to bind it. Individual team members using a workspace must also use the service in accordance with these terms.

Deload is a business tool. You may only use it in the course of business, and you must be at least 18 years old.

2. The service

The service is a hosted, multi-tenant CRM: each Customer gets a workspace on its own subdomain with tools for managing leads and clients, conversations across connected messaging channels, broadcasts, landing pages and lead forms, advertising campaigns, bookings, automations, and AI-assisted features. Access is currently provisioned by us or by invitation from an existing workspace; where self-serve signup is offered, these terms apply to it equally.

3. Accounts and security

• Keep your registration details accurate and your credentials confidential.
• You are responsible for activity under your workspace, including by team members you invite; assign roles appropriately and remove people who leave your business.
• Two-factor authentication is available on every account and we recommend enabling it.
• Tell us promptly at legal@deload.co.uk if you suspect unauthorised access.

4. Your data and our roles

You own the content you and your team store in Deload — your leads, clients, messages, pages, and campaigns ("Customer Data"). You grant us the licence needed to host, process, transmit, back up, and display Customer Data solely to provide and secure the service.

For Customer Data you are the data controller and we are your processor, as described in our Privacy Policy. You are responsible for the lawfulness of the Customer Data you collect and how you use it — including having a lawful basis for storing your contacts' details and honouring their privacy rights. If you need a data processing agreement, contact legal@deload.co.uk.

5. Acceptable use

You must not:

• break the law, or store or send unlawful, infringing, or deceptive content;
• probe, scan, or test the vulnerability of the service, bypass its access controls or rate limits, or access another tenant's workspace or data;
• use automated scripts to scrape the service or submit forms (including the waitlist);
• resell or white-label the service without our written agreement;
• upload malware or use the service to host or distribute it, or interfere with the service's operation or other customers' use of it.

We may investigate suspected abuse and suspend access where reasonably necessary to protect the service or other customers (see section 15).

6. Messaging and marketing compliance

Deload lets you contact people by email, SMS, WhatsApp, Facebook Messenger, and Instagram, including in bulk. You are solely responsible for how you use those channels:

• only message people you are entitled to contact under applicable law (in the UK, that includes UK GDPR and PECR), with valid consent where required;
• honour opt-outs and unsubscribe requests promptly;
• comply with each channel's own rules — for example the Meta/WhatsApp Business messaging policies and messaging windows, and your SMS provider's acceptable-use rules and carrier requirements;
• do not send spam, harassing content, or messages designed to mislead.

Channel providers may throttle, block, or ban senders independently of us; we are not responsible for deliverability or for enforcement action a provider takes against your accounts.

7. Third-party integrations

Deload connects to third-party services you choose — including Meta (WhatsApp, Messenger, Instagram, Ads), Google, Microsoft, Zoom, Twilio, Stripe, SendGrid, Resend, and SMTP servers. Your use of each connected service is governed by your agreement with that provider, and you authorise us to access it on your behalf to provide the features you asked for. We are not responsible for third-party services, their availability, or changes to their APIs, pricing, or policies — which can limit or break a Deload feature that depends on them. You can disconnect an integration at any time from Settings → Integrations.

8. AI features

Some features generate content or recommendations using large language models — campaign copy, landing pages, message drafts, coaching insights, and the in-app assistant (see the Privacy Policy for how data flows). AI output can be wrong, incomplete, or unsuitable. It is provided as a draft or suggestion for you to review: you are responsible for anything you approve, publish, or send, including its accuracy and legality. Automated checks we run on AI output (such as the pre-publish review of generated landing pages) are a safeguard, not a guarantee, and do not shift that responsibility. AI features are not professional (legal, medical, or financial) advice.

9. Fees and billing

• Paid plans are billed as a recurring subscription at the price and interval shown when you subscribe, plus applicable VAT. Payments are processed by Stripe.
• Subscriptions renew automatically until cancelled. Cancellation takes effect at the end of the current billing period; amounts already paid are non-refundable except where the law requires otherwise.
• If a renewal payment fails or is charged back, we may suspend the workspace after reasonable notice until payment is made.
• We may change prices with at least 30 days' notice; changes apply from your next billing period.
• Questions about billing: billing@deload.co.uk.

10. Intellectual property and feedback

We (and our licensors) own the service — the software, design, and branding. We grant you a non-exclusive, non-transferable right to use it for your business while you have an active workspace. Third-party names and logos shown in the product belong to their owners and appear for identification only. If you send us feedback or suggestions, we may use them without restriction or obligation to you.

11. Availability and changes to the service

We aim to keep Deload available and evolving, but we do not promise uninterrupted or error-free operation, and we do not offer a service-level agreement unless we sign one with you separately. We may improve, change, or withdraw features — including features marked as beta or "coming soon", which are provided as-is and may change or disappear without notice. We will give reasonable notice of changes that materially reduce the service's core functionality.

12. Warranties and disclaimers

The service is provided "as is" and "as available". To the fullest extent permitted by law, we exclude all implied warranties, conditions, and other terms, including satisfactory quality, fitness for a particular purpose, and non-infringement. You are responsible for keeping independent copies of data you cannot afford to lose and for results obtained through your use of the service.

13. Liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited under the law of England and Wales.

Subject to that: (a) neither party is liable for loss of profits, revenue, goodwill, or anticipated savings, or for indirect or consequential loss; and (b) our total aggregate liability arising out of or in connection with the service in any 12-month period is capped at the fees you paid us for the service in that period (or £100 if you have paid none).

14. Indemnity

You will indemnify us against losses, claims, and reasonable costs arising from Customer Data, your messaging and advertising through the service, or your breach of sections 5, 6, or 7 — except to the extent caused by our own breach of these terms.

15. Suspension and termination

• You can stop using the service at any time and cancel a paid plan as described in section 9.
• We may suspend a workspace or an account immediately where reasonably necessary — for a serious or repeated breach of these terms, a security risk, unlawful use, or non-payment — and will tell you why unless the law prevents us.
• We may terminate for a material breach that is not cured within 14 days of notice, or on 30 days' notice if we discontinue the service.
• On closure of a workspace, ask us for an export of your Customer Data before or promptly after termination; we then delete it as described in the Privacy Policy. Sections that by their nature should survive (including 10, 13, 14, and 19) survive termination.

16. Waitlist

Joining the Deload waitlist is informational only: it creates no obligation on us to provide services or on you to buy anything. Submit only your own, accurate details. Our Privacy Policy explains how waitlist data is handled.

17. Changes to these terms

We may update these terms as the service and the law evolve. For material changes we will give account holders at least 30 days' notice by email or in the app; continuing to use the service after a change takes effect means you accept it. If you do not accept a change, stop using the service and cancel before it takes effect.

18. General

These terms plus any order or plan you accept are the entire agreement between us about the service. If a court finds part of them unenforceable, the rest stands. Not enforcing a right is not a waiver of it. You may not assign these terms without our consent; we may assign them as part of a corporate transaction. Neither party is liable for failure caused by events beyond its reasonable control. Notices to us go to legal@deload.co.uk; notices to you go to your account email.

19. Governing law and contact

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over disputes arising from them, without prejudice to any mandatory rights available to you in your country of residence.

Cloud Lobsters Ltd, 71‑75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom · legal@deload.co.uk