Terms of service
The agreement between you and Second Shadow Ltd: what we provide, what you pay, who owns what, and how either of us ends it.
Last updated 18 August 2026
Who these are with
These terms are between you (or the company you are acting for) and Second Shadow Ltd, registered in England & Wales.
By creating an account you accept these terms. If you are accepting on behalf of a company, you confirm you are allowed to.
What we provide
SecondShadow is a customer relationship management service provided over the internet. Some parts are still being built; the roadmap says what exists now and what does not, and we would rather you judged us on that than on a feature list.
We may change or remove features. Where a change materially reduces what you are paying for, we will tell you first and you may cancel.
The trial
Every plan starts with a 14-day free trial. We do not take card details to begin it. At the end of the trial nothing is charged automatically. You decide whether to continue, and if you do nothing the account simply stops being usable rather than quietly becoming a bill.
What you pay
Prices are published on the pricing page, per user per month, in the currency you select. Annual billing is charged yearly in advance; monthly billing is charged monthly in advance. Volume discounts apply automatically by seat count; there is nothing to negotiate and no discount you have to ask for.
Prices exclude VAT, which is added where applicable. Enterprise is quoted rather than self-serve, and is governed by whatever we agree in writing, where that conflicts with these terms, the written agreement wins.
If we change prices, existing customers get at least 30 days' notice and the change takes effect at the next renewal, never mid-term.
Your data
The data you put into SecondShadow is yours. We process it to provide the service and for nothing else. We do not sell it, mine it, or use it to train models for anybody else.
Where you upload information about your own customers, you are the controller and we are your processor. A data processing agreement will form part of these terms.
On cancellation you can export your data. We will keep it for 30 days so an accidental cancellation is recoverable, then delete it.
How we handle your personal data as our own customer is in the privacy policy.
Acceptable use
You agree not to:
- Break the law with it, or help anyone else to
- Send spam, or upload contacts who never agreed to hear from you
- Try to break, overload, or get into parts of the service that are not yours
- Resell or white-label it without a partner agreement
- Copy the software or work out how it is built
We can suspend an account that is doing any of this. Where it is safe and lawful to warn you first, we will.
Who owns what
We own the software. You own your data. Neither gains rights over the other by using it.
If you send us an idea or a feature request, we may act on it without owing you anything for it. We mention this because it surprises people.
Availability
We work to keep the service available and will give notice of planned maintenance where we can. We do not currently offer a contractual uptime guarantee, and saying so is more useful than a number we have not yet earned the right to promise. If that changes it will be written here, not implied.
Liability
Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to limit.
Otherwise, neither side is liable for indirect or consequential loss, lost profits, lost revenue or lost data, and our total liability in any twelve month period is limited to the fees you paid us in that period.
The service is provided as it is. We do not promise it will be free of faults or fit some particular purpose you have in mind but have not told us about.
Ending it
You can cancel at any time from your account, effective at the end of the period you have paid for. We do not refund part-periods unless we have broken these terms.
We can end an account with 30 days' notice, or immediately if it is being used in breach of the acceptable use section or the fees go unpaid.
Changes to these terms
We may update these terms. Material changes get at least 30 days' notice by email, and continuing to use the service after that means you accept them. If you do not, you may cancel.
Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.