Personalise

Terms & Conditions

Last updated: 4 October 2026

These Terms & Conditions ("Terms") govern access to and use of Personalise ("Personalise", "we", "us" or "our").

By creating an account, accepting these Terms during registration, purchasing a subscription or using the Service, a user agrees to these Terms. If a user uses the Service on behalf of an organisation, they confirm that they have authority to bind that organisation.

The Service is provided for business and professional use only and is not intended for consumers acting primarily for personal purposes.

1. Definitions

2. The Service

Personalise enables customers to personalise web experiences based on information and rules they configure.

Features may include page and element personalisation; audience and segment management; person, account, industry, role and campaign-based personalisation; personalised links; third-party integrations; asset management; preview and publishing tools; analytics; AI-assisted tagging and content functionality; and other features made available from time to time.

We may improve, change or add features as the Service develops. We will not materially reduce the core functionality of a paid subscription during its committed subscription period without reasonable cause.

3. Accounts and authorised users

Customer must provide accurate account information, keep account credentials secure, prevent unauthorised use, ensure Authorised Users comply with these Terms and notify us promptly of suspected unauthorised access.

Customer is responsible for activity carried out through its Account except to the extent caused by our breach of these Terms or our security obligations.

Accounts may not be shared outside Customer's organisation except where a subscription expressly permits agency, partner or external-user access.

4. Subscriptions, fees and payment

The applicable subscription, usage allowances, fees and billing frequency will be shown at checkout or in the applicable Order.

Unless stated otherwise, subscription fees are payable in advance; fees exclude applicable VAT and other taxes; Customer is responsible for applicable taxes other than taxes on our own income; and additional usage beyond plan allowances may result in additional fees or require an upgraded subscription.

Trials

We may offer a free or discounted trial. Trial length, functionality and any conversion to a paid subscription will be clearly disclosed when the trial is started. We may restrict or withdraw abuse of a trial programme.

Automatic renewal

Where a subscription is described as recurring, it will renew for the same billing period unless Customer cancels before the applicable renewal date. Any material price increase will take effect no earlier than the next renewal period and will be communicated in advance.

Cancellation

Customer may cancel a recurring subscription using functionality provided within the Account or available support channels. Cancellation takes effect at the end of the paid subscription period unless otherwise agreed. Except where required by law or expressly stated in an Order or refund policy, fees already paid are non-refundable.

5. Acceptable use

Customer must not use the Service to break any applicable law or regulation; infringe intellectual-property or privacy rights; collect or process personal information unlawfully; send unlawful unsolicited communications; create deceptive, fraudulent or misleading experiences; distribute malware or malicious code; attempt unauthorised access to systems or accounts; probe or circumvent security or usage controls; disrupt the integrity or performance of the Service; scrape or systematically extract the Service or its underlying data without permission; reverse engineer the Service except to the extent a restriction is prohibited by law; resell or sublicense the Service unless expressly authorised; build a competing service using our confidential information or proprietary technology; process prohibited sensitive information without our written agreement; or use the Service for unlawful discrimination or decisions producing significant legal effects on individuals.

We may suspend use that we reasonably believe presents a security, legal or material operational risk.

6. Customer responsibilities

Customer controls its use of the Service and is responsible for Customer Content; the accuracy and legality of Customer Content; obtaining appropriate rights to use Customer Content; deciding which audiences or individuals should receive personalised experiences; ensuring its personalisation practices are lawful and appropriate; providing required privacy notices; establishing the appropriate lawful basis for processing; obtaining cookie or tracking consent where required; respecting opt-outs and data-subject rights; complying with advertising and direct-marketing laws; and ensuring its employees and Authorised Users comply with these Terms.

Customer must not instruct us to process information where doing so would cause us to breach applicable law.

7. Website visitors and personalisation

Customer acknowledges that website personalisation may involve processing information about visitors or contacts.

Customer is responsible for determining whether and how personalisation is used on its websites. Where required by applicable law, Customer must clearly disclose the use of personalisation and relevant technologies; obtain consent before deploying technologies that require consent; provide a mechanism for withdrawing consent or objecting where required; avoid using sensitive personal information for personalisation unless legally permitted; and honour applicable privacy choices.

We may provide technical functionality to help Customer meet these responsibilities, but Customer remains responsible for configuring its implementation appropriately.

8. Third-party services and integrations

The Service may integrate with third-party products such as CRM, marketing automation, data, website, analytics or content services.

If Customer enables an integration, Customer authorises us to exchange information with that provider as reasonably necessary to provide the integration.

Third-party services are governed by their own agreements and privacy practices. We are not responsible for the operation or availability of third-party services outside our reasonable control.

We may modify or discontinue an integration where the relevant third party changes or discontinues its services or where continued integration creates a security, legal or technical risk.

9. AI-assisted functionality

The Service may contain AI-assisted features.

Customer acknowledges that Generated Output may contain errors; may be incomplete; may not be unique; may produce similar results for different users; may reflect limitations or biases in underlying systems; and may not be suitable for publication without review.

Customer is responsible for reviewing and approving Generated Output before deploying it. Generated Output does not constitute legal, financial, medical or other professional advice.

Customer must ensure that its use of Generated Output complies with applicable law, advertising standards and third-party rights.

As between the parties and to the extent permitted by law, Customer may use Generated Output created specifically for Customer. We retain ownership of the underlying Service, models, systems, prompts, workflows and technology.

Identifiable Customer Personal Data will not be used to train general-purpose AI models without Customer's express agreement.

10. Customer Content and data ownership

Customer retains all rights it holds in Customer Content.

Customer grants us a non-exclusive right to host, copy, transmit, display and otherwise process Customer Content only to the extent reasonably required to provide the Service, operate Customer's requested integrations, maintain security, provide support, comply with law and perform other processing expressly agreed with Customer.

We acquire no ownership of Customer Content.

We may use aggregated or genuinely de-identified information that cannot reasonably identify Customer or an individual to understand and improve the Service.

11. Our intellectual property

We and our licensors retain all rights in the Service, including software, source and object code, APIs, designs, interfaces, workflows, algorithms, technology, documentation, branding and improvements or derivatives.

Except for the limited right to use the Service under these Terms, no intellectual-property rights are transferred to Customer.

12. Feedback

If Customer voluntarily provides suggestions or feedback about the Service, we may use that feedback to improve our products without restriction or payment, provided we do not publicly identify Customer without permission.

13. Confidentiality

Each party may receive confidential information belonging to the other.

The receiving party must use confidential information only for purposes connected with the Service; protect it using reasonable care; and disclose it only to people who need to know it and are subject to appropriate confidentiality obligations.

These restrictions do not apply to information that is already lawfully known; becomes public other than through breach; is independently developed without use of confidential information; or is lawfully obtained from another source.

A party may disclose confidential information where legally required, subject where permitted to giving reasonable advance notice.

14. Privacy and data protection

Each party will comply with applicable data-protection law.

Our Privacy Policy explains how we act as controller for information relating to our own website, accounts and business operations.

Where we process Customer Personal Data on Customer's behalf, Customer is controller or processor, as applicable; we act as Customer's processor or sub-processor; and the Data Processing Addendum in Schedule 1 applies.

If there is a conflict concerning Customer Personal Data, Schedule 1 takes precedence.

15. Security

We will maintain appropriate technical and organisational measures designed to protect Customer Personal Data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access.

Customer remains responsible for configuring its Account appropriately, managing Authorised Users, protecting credentials, maintaining suitable security on its own systems and controlling third-party integrations it enables.

No internet-connected service can be guaranteed to be completely secure.

16. Service availability and support

We will use commercially reasonable efforts to provide the Service reliably.

Unless a separate service-level agreement expressly applies, the Service is provided without a guaranteed uptime commitment.

Availability may be affected by planned maintenance, emergency maintenance, internet or infrastructure failures, third-party services, events beyond our reasonable control, or actions required to protect security.

Support arrangements may vary according to subscription plan.

17. Suspension

We may temporarily suspend access where reasonably necessary because fees are materially overdue; Customer has breached these Terms; Customer's use poses a security or legal risk; Customer's use threatens the Service or other customers; we reasonably suspect fraud or abuse; or suspension is required by law.

Where reasonably practicable, we will notify Customer and give it an opportunity to remedy the problem before suspension.

18. Term and termination

These Terms continue while Customer uses the Service.

Either party may terminate as permitted by the relevant subscription or Order; for a material breach not remedied within a reasonable period following written notice; or immediately where the other party becomes insolvent or continuation would be unlawful.

We may terminate a free Account on reasonable notice.

19. Effect of termination

On termination, Customer's right to use the Service ends; unpaid amounts become due; Customer should export information it wishes to retain; and Customer Content will be handled in accordance with our retention and deletion procedures.

Our intended standard is to delete Customer Content from active systems within 30 days after termination, with backup copies potentially remaining for up to 90 days, subject to technical and legal requirements. These periods must be verified against the production architecture before contractual publication.

Terms that by their nature should survive termination will continue, including provisions concerning confidentiality, intellectual property, accrued payment obligations, liability and governing law.

20. Warranties

Each party warrants that it has authority to enter into these Terms.

We warrant that we will provide the Service with reasonable skill and care.

Except as expressly stated, and to the extent permitted by law, we do not warrant that the Service will always be uninterrupted or error-free; every feature will meet every Customer requirement; personalisation will produce a particular commercial outcome; third-party integrations will remain available indefinitely; or Generated Output will always be accurate, unique or fit for a particular purpose.

21. Liability

Nothing in these Terms excludes or restricts liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that applicable law prevents us from excluding.

Subject to that, neither party will be liable to the other for indirect or consequential loss, or loss of profits, revenue, anticipated savings, goodwill or business opportunity, except to the extent such loss forms part of a third-party claim covered by an express indemnity.

The intended commercial position is that each party's aggregate liability arising from the Service in any 12-month period will not exceed the fees paid or payable by Customer for the Service during the 12 months preceding the event giving rise to the claim. For a free Service, the intended maximum aggregate liability is £100. This position is subject to legal review before production launch.

22. Customer indemnity

Customer will indemnify us against third-party claims, losses and reasonable costs arising from Customer Content infringing third-party rights; Customer's unlawful collection or use of personal information; Customer's unlawful or misleading personalisation; Customer's breach of the acceptable-use provisions; or Customer's use of the Service in breach of applicable law, except to the extent the claim arises from our own breach of these Terms.

23. Changes to these Terms

We may update these Terms to reflect product changes, changes in law, security requirements or changes to our business practices.

Material changes affecting an existing paid subscription will be communicated with reasonable notice. Continued use following the effective date of updated Terms constitutes acceptance where permitted by law. If Customer does not accept a material change, it may stop using the Service in accordance with the applicable cancellation provisions.

24. Notices

Legal notices may be sent using the support/contact functionality available through the Service until a dedicated legal contact is published.

We may send notices to the email address associated with Customer's Account or display notices within the Service.

25. General

Neither party is liable for delay or failure caused by events outside its reasonable control.

Customer may not assign these Terms without our written consent, except in connection with a genuine corporate reorganisation or sale of substantially all of its business.

We may assign these Terms as part of a merger, reorganisation, financing or sale of our business.

If any provision is unenforceable, the remaining provisions remain effective. A failure to enforce a provision is not a waiver of that provision.

These Terms and any applicable Order and Data Processing Addendum constitute the entire agreement concerning the Service.

26. Governing law

These Terms and any non-contractual obligations arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless the parties expressly agree otherwise in writing.

Schedule 1 — Data Processing Addendum

This Data Processing Addendum ("DPA") forms part of these Terms.

1. Scope and roles

This DPA applies where we process Customer Personal Data on behalf of Customer.

Customer is the Controller of Customer Personal Data or, where Customer itself acts as processor, Customer appoints us as a Sub-processor. We act as Processor or Sub-processor as applicable.

Customer instructs us to process Customer Personal Data only to provide the Service; according to Customer's configuration and use of the Service; according to these Terms and any applicable Order; and according to other documented instructions agreed between the parties.

If we believe an instruction breaches applicable data-protection law, we will inform Customer unless prohibited by law.

2. Details of processing

Subject matter: provision of website personalisation, audience management, personalised-link, analytics, integration and related functionality.

Duration: for the duration of Customer's use of the Service and the period required to delete or return Customer Personal Data following termination.

Nature of processing may include collection, receipt, hosting, storage, retrieval, organisation, matching, segmentation, personalisation, analysis, transmission, display, deletion and other processing initiated by Customer through the Service.

Purpose: to provide and support the functionality selected and configured by Customer.

Categories of data subject may include Customer employees and Authorised Users, Customer prospects, Customer customers, website visitors, campaign recipients, business contacts and other people whose information Customer lawfully submits.

Types of personal data may include name, business contact information, company, job title, department, industry, audience and segment information, campaign identifiers, pseudonymous identifiers, CRM attributes, website interaction information, IP and technical information, and other business-related information submitted by Customer.

The Service is not intended for special-category personal data or other highly sensitive information unless separately agreed in writing.

3. Confidentiality

We will ensure that people authorised to process Customer Personal Data are bound by appropriate confidentiality obligations.

4. Security

We will implement appropriate technical and organisational security measures taking into account available technology, implementation cost, nature, scope and context of processing, and risks to individuals.

Our controls may include as appropriate access controls, encryption, authentication, logging and monitoring, vulnerability management, backup and recovery, staff access restrictions and incident-response procedures.

5. Sub-processors

Customer provides general written authorisation for us to appoint Sub-processors necessary to provide the Service.

A current Sub-processor list will be made available before production launch.

We will require Sub-processors handling Customer Personal Data to enter into contractual obligations providing an equivalent level of data-protection protection required by applicable law.

Where required by applicable law or Customer's applicable Order, we will provide advance notice of material new Sub-processors and a reasonable opportunity to raise legitimate data-protection objections.

We remain responsible for our Sub-processors' performance of the obligations we delegate to them.

6. International transfers

We will not make a restricted international transfer of Customer Personal Data unless an appropriate legal transfer mechanism is available.

Depending on the transfer, this may include an adequacy regulation, the UK International Data Transfer Agreement, the UK Addendum to approved EU Standard Contractual Clauses, or another lawful transfer safeguard.

7. Individual rights

Taking into account the nature of the processing, we will provide reasonable assistance to Customer with requests from individuals exercising data-protection rights.

Where we receive a request relating to Customer Personal Data for which Customer is Controller, we will normally refer the individual to Customer and will not independently respond except on Customer's instructions or where required by law.

8. Personal-data breaches

We will notify Customer without undue delay after becoming aware of a personal-data breach affecting Customer Personal Data.

The notice will contain information reasonably available to us to help Customer meet its legal obligations. We will take reasonable steps to contain, investigate and mitigate the breach.

9. Compliance assistance

Taking into account the nature of the processing and information available to us, we will provide reasonable assistance with Customer's obligations relating to security, personal-data breaches, data-protection impact assessments, consultations with supervisory authorities and data-subject rights.

10. Deletion and return

Following termination of the Service, we will delete or return Customer Personal Data in accordance with Customer's instructions, except where applicable law requires retention.

Our intended operational standard is deletion from active production systems within 30 days and deletion or overwriting of residual backup copies within 90 days. These periods are subject to verification against the final production infrastructure.

11. Audit and information

We will make available information reasonably necessary to demonstrate compliance with our processor obligations.

Where that information is insufficient, Customer may request a reasonable audit relating specifically to the processing of Customer Personal Data.

Audits must be conducted on reasonable notice; occur no more than once per year unless required following a security incident or by a regulator; minimise disruption; protect the confidentiality of other customers; and, where appropriate, first rely on independent security or compliance reports we make available.

12. Customer obligations

Customer warrants that it has a valid lawful basis for the processing; has provided required privacy information; its instructions comply with applicable law; it will not supply prohibited sensitive information without our agreement; and it has all permissions needed to instruct us to process Customer Personal Data.

13. Priority

If this DPA conflicts with the main Terms concerning processing of Customer Personal Data, this DPA takes precedence. Any applicable statutory transfer clauses take precedence over this DPA to the extent of an irreconcilable conflict.