Terms of service

Who these are with

These terms are between you (or the company you are acting for) and Second Shadow Ltd, registered in England & Wales under company number 17466353, whose registered office is 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

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, and we say so where we describe them: we would rather you judged us on what exists 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. If you have not added a card by the end of the trial, nothing is charged: the workspace is paused rather than quietly becoming a bill, and adding a card later picks it up again.

If you add a card during the trial, the first payment is taken when the trial ends, for the plan and seats you chose.

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.

Each plan includes a monthly allowance of Photon Tokens, the unit SecondShadow's AI features use, as shown on the pricing page. If a workspace uses all of it, more can be bought, for example as a Photon boost, which adds a fixed number of Photon Tokens every month. Allowances, a boost included, reset at the start of each month: unused Photon Tokens do not carry over.

Add-ons, such as web analytics or a Photon boost, are priced per workspace rather than per user, unless the pricing page says an add-on is priced per seat, with any minimum shown there. They are billed with your plan, and on yearly billing they are charged for the twelve months in advance like the plan.

Your plan renews automatically at the end of each month or year until you cancel. Adding seats, moving up a plan or moving from monthly to annual takes effect straight away: the unused part of what you already paid is credited, the new price is charged for the rest of the period, and you pay the difference then. Reducing seats, moving down a plan or moving from annual to monthly takes effect at your next renewal, and a change that does both waits for renewal as a whole. Changes during the trial cost nothing.

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 or mine it, and we never use it to train AI models for anybody else. Where SecondShadow scores your deals, the score is worked out from your own records and used only in your workspace.

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 we keep your data for 30 days so an accidental cancellation is recoverable, then delete it. Until then you can export your records from the reports in your workspace, and if you need a complete copy, ask us and we will put one together.

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.

If a payment fails, we retry it over 14 days and tell your billing contact. If it is still unpaid after that, we suspend the workspace until it is paid.

We can end an account with 30 days' notice, or immediately if it is being used in breach of the acceptable use section.

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.

Contact

contact@secondshadow.com.