Terms of service

Plain English draft, September 2026. These terms are published so a firm's review has something to read. They have not yet had a solicitor's eye over them and will be reissued once they have.

1. Who these terms are between

They are between Gatherwell ("we") and the firm that opens an account ("you"). Your clients are not party to them. They are the people whose documents you collect, and their relationship is with you.

2. What the service does

Gatherwell sends your clients a checklist of documents you need, reminds them on a schedule until every item arrives, records what comes back against the right item, and shows your firm what is still missing. The done-for-you service means we operate that process on your behalf, always sending under your firm's identity.

3. What we will do

• Keep the service available, aiming at 99.5 percent monthly uptime outside announced maintenance. Maintenance is announced at least 48 hours ahead and scheduled outside UK business hours where we can.
• Answer support within four working hours, Monday to Friday, 09:00 to 17:30 UK time. Practice plan firms are answered first.
• Hold your data as described on the security page and in the data processing agreement.
• Tell you before we change anything that materially affects how the service works, and tell you within 72 hours if your data is caught up in a security incident.
• Let you export everything, at any time, without asking us.

4. What you agree to

• Use it for collecting records from your own clients in the course of your practice.
• Make sure you are entitled to send us the personal data you send us, and that your engagement terms with your clients allow you to use a processor for this.
• Keep your account secure: two-factor authentication on owner accounts, and staff removed when they leave.
• Not attempt to reach another firm's data, test our security without telling us first, or resell the service without a written agreement.

5. Price and payment

• Plans are per firm and not per user: Free, Firm at 79 pounds a month and Practice at 149 pounds a month, all excluding VAT. Done-for-you starts at 399 pounds a month.
• Paid plans include a 14-day trial. Card details are taken at the start of the trial and you are not charged until it ends.
• Subscriptions renew monthly until cancelled. Annual payment gets two months free.
• We will give 30 days' notice before any price change, and a price change never applies inside a period you have already paid for.
• Usage above your plan's included volumes is charged at the rates shown in your settings and is visible there before it is billed.

6. Cancelling

Cancel from your billing settings at any time. The service runs to the end of the period you have paid for. We do not require a phone call and we do not ask you to explain. Your data stays available for export for 30 days after cancellation and is then deleted. The first week of a done-for-you engagement is refundable if it is not working.

7. What we do not promise

• That your clients will respond. We can chase reliably; we cannot make someone send a bank statement.
• That an email or text reaches an inbox. Delivery depends on networks and mailbox providers outside our control. We report what we can see and fall back to another channel where one is configured.
• That the service is a substitute for your professional judgement. Deciding what a client needs to provide, and whether what arrives is right, remains your work.
• Availability of third-party integrations that the third party changes or withdraws.

8. Liability

Our total liability to you in any twelve-month period is limited to the amount you paid us in that period. We are not liable for lost profits, lost business or missed statutory deadlines. Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

9. Ending the agreement

Either of us may end it with 30 days' notice. We may suspend an account immediately if it is being used to attack the service or to break the law, and we will tell you why. On termination you keep your export rights for 30 days.

10. Changes and governing law

We will give 30 days' notice of any material change to these terms. They are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.