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Terms of service

The agreement between your organisation and us when you use hailo. Written to be read: if anything is unclear, ask us before you sign up.

Last updated 3 November 2026

About these terms

These terms are an agreement between SimpleKPI Ltd ("we", "us"), which provides hailo, a company registered in England and Wales with company number 06191007 and registered office at 66 Paul Street, London EC2A 4NA, and the organisation that signs up ("you"), such as a charity, club, place of worship, parish or business.

By creating an account or using hailo, you confirm that you're acting for an organisation that runs or uses a venue, and that you can accept these terms for it. These terms don't apply to consumers.

These terms include the data processing terms below. If anything in a separate written agreement you sign with us conflicts with these terms, that agreement wins.

Words we use

  • hailo or the service: the app at app.gethailo.co.uk, the briefing pages and emergency cards it makes, and anything else we provide with them.
  • Admins: the people you allow to run your venues in hailo.
  • People: the volunteers, staff, keyholders and hirers you add to brief.
  • Venue data: the information you and your admins add to hailo, such as your answers about the building, your plans, your people and your evidence.
  • Plan: Community, Business or Multi-site, as described on our pricing page.

Your account

Give us accurate details and keep them up to date. You're responsible for your admins and for everything done through your account, so keep sign-in details safe and tell us straight away at hello@gethailo.co.uk if you think someone has accessed your account without permission.

Plans and fees

Always free: check whether Martyn's Law applies, set up your venue, and answer the questions to see your draft plans.

To approve your plans, brief people and keep your evidence, each venue needs a plan:

  • Community, for places of worship, village halls, clubs and charities: £39 a year per venue, plus VAT.
  • Business, for pubs, bars and restaurants: £99 a year per venue, plus VAT.
  • Multi-site, for organisations with 5 or more venues: £35 a year per venue, plus VAT.

Fees are paid yearly in advance, in pounds sterling, plus VAT. You pay when you first approve your plans, not before. Card payments are taken securely by our payment provider, Stripe, and we send your invoices. We don't see or store your full card number.

If you change your mind, ask us within 14 days of your first payment for a venue and we'll refund it in full. The venue then goes back to the free features, and nothing is deleted.

We may change our prices. We'll give you at least 30 days' notice, and a change takes effect from your next renewal.

Renewal and cancelling

Each venue's plan renews automatically every year until you cancel. We'll remind you 14 days before. You can cancel at any time in your account's billing settings. Cancelling takes effect at the end of the year you've paid for. Apart from the 14-day refund above, we don't refund part-used years.

If a renewal payment fails, or the paid year ends, the venue becomes read-only for 60 days: you can still see your plans and evidence and download your evidence pack, but not edit, approve or send anything. After that, you'll need to renew to use the paid features again. Emergency cards keep working throughout, so your people are never left without the plan.

Using hailo

You agree to use hailo lawfully and not to:

  • copy, resell or reverse engineer the service, or try to get around its security or limits;
  • use it to break the law, including data protection law;
  • interfere with the service or other customers' use of it.

You're responsible for telling the people you add that their details are used to brief them. Please don't put anyone's name in your answers about the building: use a role, such as "the duty volunteer".

What hailo does and doesn't do

hailo helps you get ready for the Terrorism (Protection of Premises) Act 2025, known as Martyn's Law: it drafts your plans, helps you brief your people and keeps your records. It doesn't make a venue compliant, and it isn't legal advice. Whether your venue meets the law is for you, and the regulator, to judge. The responsibility for your venue stays with its responsible person.

The plans hailo drafts are a starting point built from your answers. Read each one, change what doesn't fit your building, and approve it only when it's right. The assistant answers from our help and your venue's progress; it can be wrong, so check anything important against the official guidance.

Your data

Venue data belongs to you. You give us permission to use it only to provide, secure and support hailo for you. Your venue data is held in the UK, in Microsoft Azure's UK South region.

Your account owner can download everything your organisation holds, and each venue's evidence pack, at any time. When the account owner closes your account, it's hidden straight away and we delete your data 30 days later, unless the law requires us to keep it.

Data processing terms

When hailo processes personal data for you, such as the details of the people you brief, you're the controller and we're your processor, and these terms are the contract that UK GDPR Article 28 requires. We will:

  • process that personal data only on your documented instructions, which are these terms and the choices you make in hailo, unless the law requires otherwise, in which case we'll tell you first where the law allows;
  • make sure everyone who processes it is bound by confidentiality;
  • keep it secure with appropriate technical and organisational measures;
  • use other processors (sub-processors) only under a written contract with the same protections, tell you before we add or replace one, and let you object; our current sub-processors are listed on our sub-processors page;
  • help you respond to requests from people exercising their data protection rights, and with DPIAs and consultations with the regulator;
  • tell you without undue delay after we become aware of a personal data breach affecting your data;
  • delete or return the personal data at the end of the service, as you choose, unless the law requires us to keep it;
  • give you the information you need to show we meet these obligations, and allow and contribute to reasonable audits.

We only transfer this personal data outside the UK with the safeguards UK data protection law requires.

The details we process for you: names, email addresses and mobile numbers of your volunteers, staff, keyholders and hirers, and their role; when each was sent, opened and confirmed a briefing; who approved each plan; and your answers about the building. We process them for as long as you use hailo, to write and keep your plans, brief people and keep your evidence.

Your part: you make sure you can share these details with us, and tell the people you add that their details are used to brief them.

Confidentiality

Each of us will keep the other's confidential information confidential and use it only for this agreement, except where it's already public, was rightfully known before, or must be disclosed by law. Your plans are confidential: they're shown only to the people you choose, and never on a public page.

Intellectual property

We own hailo and everything in it. While you have an account, you may use it for your venues under these terms. If you send us feedback, we may use it to improve hailo without owing you anything for it.

Availability and support

We work to keep hailo available and secure, but we can't promise it will be uninterrupted or error-free. We may need to carry out maintenance, and we'll try to do it at quiet times. Help is in the app, and you can email us at support@gethailo.co.uk.

The law and official guidance

hailo follows the Act and the Home Office's and the Security Industry Authority's (the SIA's) guidance as we understand them. Both can change. We work to keep hailo up to date, but if you're unsure, check the official guidance.

Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow to be limited.

Otherwise, neither of us is liable for indirect or consequential loss, or for loss of profit, revenue or goodwill. Each party's total liability under or in connection with these terms in any 12 months is limited to the fees you paid us in the 12 months before the claim, or £100 if you haven't paid us anything.

Suspending and ending

You can close your account at any time. We may suspend or end your account if you seriously or repeatedly break these terms, if you don't pay, or if your organisation becomes insolvent. Where we reasonably can, we'll warn you first and give you a chance to put things right. The sections on your data, confidentiality, liability and general terms continue after the agreement ends.

Changes

We improve hailo all the time and may change features. We may also update these terms. If a change is significant, we'll tell you at least 30 days before it takes effect. If you don't agree, you can cancel before then.

General

  • These terms are the whole agreement between us about hailo.
  • You may not transfer this agreement without our agreement. We may transfer it to a company that takes over hailo.
  • No one else has rights under these terms under the Contracts (Rights of Third Parties) Act 1999.
  • Neither of us is responsible for delays caused by events outside our reasonable control.
  • If a court finds part of these terms unenforceable, the rest still applies.
  • These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Contact

Questions about these terms? Email hello@gethailo.co.uk. Legal notices: SimpleKPI Ltd, 66 Paul Street, London EC2A 4NA.