1. The agreement
These terms apply when an organisation ("you") creates a OrchidHall account or uses the service. The person accepting them confirms they are authorised to do so on the organisation's behalf. Our privacy notice explains how we handle personal data.
2. Your account
Keep sign-in details confidential, give each person their own account, and choose roles that match what each person needs. Admins manage who has access through invitations and can remove access at any time. Tell us promptly if you suspect unauthorised access.
3. Your data is yours
You keep all rights in the records you put into the service. You grant us only the permission needed to host, process and display them to provide the service to you. You can export your data at any time, in standard formats, on every plan.
You are responsible for having a lawful basis for the supporter data you hold, for honouring supporters' choices (such as email consent), and for the accuracy of tax-related records, including Gift Aid declarations and acknowledgement receipts.
4. Acceptable use
- Use the service only for lawful fundraising, supporter care and related administration.
- Do not send unsolicited bulk email, probe or disrupt the service, try to reach other organisations' data, or resell access without our agreement.
- Do not upload malware, or data you have no right to hold.
We may suspend access that puts the service, other customers or supporters at risk, and will tell you why as soon as we reasonably can.
5. Plans, fees and billing
Prices are shown on the pricing page. Paid plans are billed monthly or yearly in advance through Stripe and renew automatically until cancelled; you can cancel in the app at any time, and the plan stays active until the end of the paid period.
Plans are priced by active contacts. Going over your band never blocks gifts, donations or imports, and we never move you to a higher price mid-term: your band is reviewed at renewal, with at least 30 days' notice of any change. We will give at least 30 days' notice of any price change to an existing subscription.
6. Donations and payments
Donations are made to your organisation through your own connected Stripe account; they are paid by Stripe directly to you, not held by us. Your use of Stripe is also governed by Stripe's terms. Any platform fee or optional donor tip is exactly as shown on the pricing page and the donation form. Refunds and disputes are handled between you, the donor and Stripe; we provide the records to help.
7. Data processing terms
This section forms the data processing agreement between us under Article 28 of the GDPR and the UK GDPR for supporter and other personal data we process on your behalf. You are the controller; OrchidHall is the processor. We will:
- process the data only on your documented instructions, which are these terms and your use of the service, unless the law requires otherwise (in which case we will tell you, if allowed);
- ensure everyone who can access it is bound by confidentiality;
- apply appropriate technical and organisational security measures, described on the security page;
- use only the sub-processors listed in the privacy notice, under written terms that protect the data to the same standard, and notify you in advance of any new sub-processor so you can object;
- help you respond to data subject requests and meet your obligations on security, breach notification and impact assessments;
- notify you without undue delay after becoming aware of a personal data breach;
- delete or return the data when the service ends, at your choice, unless the law requires us to keep it; and
- make available the information needed to demonstrate compliance, and allow for and contribute to reasonable audits.
International transfers are covered by the safeguards described in the privacy notice. If your organisation needs these terms as a separately signed document, contact us and we will provide one on the same terms.
8. Availability and support
We work to keep the service fast and available, and we report its health openly on the status page. We do not offer a contractual uptime commitment or service credits unless agreed in writing. We may improve or change features; we will not remove a core feature you rely on (such as data export) without reasonable notice.
9. Ending the agreement
You can ask us to close your account at any time. We may end the agreement for serious or repeated breach of these terms, or with at least 60 days' notice if we stop offering the service. After closure you will have 30 days to export your data, after which it is deleted as described in the privacy notice.
10. Responsibility and liability
We provide the service with reasonable skill and care. Neither of us is liable to the other for indirect or consequential loss, or for loss of profits. Each party's total liability under these terms in any twelve months is limited to the fees you paid in that period, or 100 euros if greater. None of this limits liability that cannot be limited by law, including for fraud, or for death or personal injury caused by negligence, nor your rights under applicable consumer or data protection law.
11. Changes to these terms
If we make material changes we will tell account admins at least 30 days in advance by email or in the app. If you do not agree, you may close your account before the change takes effect.