Terms of Service · Polo HQ

Effective date: 31 July 2026
Last updated: 22 September 2026

These Terms of Service (the Terms) govern access to and use of the Polo HQ website, web application, mobile applications, application programming interfaces, software, documentation and related services (together, the Service).

The Service is provided by POLO HQ LTD, a company incorporated in England and Wales under company number 17059471, whose registered office is at 43 Diamond Ridge, Camberley, England, GU15 4LB (Polo HQ, we, us or our).

By starting a trial, creating or activating an account, accepting an invitation, purchasing a subscription or using the Service, you agree to these Terms. If you act for a club, team, company or other organisation, you confirm that you have authority to bind it. In that case, Customer and you include that organisation.

If you do not agree, do not create an account or use the Service.

1. Important summary

The following points are particularly important. The full Terms below still apply.

Public signup takes place through the web wizard. A Customer chooses an Account Type, a core Plan, monthly or annual billing, and any eligible Add-ons, Bundles or Capacity Packs before entering details and reviewing the order.
Product eligibility is controlled by Account Type. A Player Account cannot be used to recreate Team or Club functionality through cheaper products, and Polo HQ may reject incompatible or cross-persona combinations.
Player Free is a standalone limited product. It cannot purchase Add-ons, Bundles or Capacity Packs. Continued use beyond its included allowances requires an upgrade to an eligible paid Player Plan.
Polo HQ validates baskets and subscription changes. It may remove invalid or duplicated products and may propose a lower-priced valid package that provides the same or greater requested entitlement. No paid subscription is created or changed until the corrected package and recurring total are shown and confirmed.
Every eligible Paid Plan starts with a 14-day card-backed trial. Stripe collects a payment method at checkout. The amount due today is £0, but unless the Trial is cancelled before it ends, the confirmed Subscription Configuration automatically becomes payable on day 15 and then renews monthly or annually until cancelled.
Cancelling a card-backed Paid Plan Trial takes effect immediately. Access ends for all Users, the Account enters a locked state, the payment method is not charged for Trial conversion, and Customer Data is retained under the Data Retention Policy.
After the Trial has converted and a paid billing period has started, ordinary cancellation takes effect at the end of the current paid period. The Account then locks for all Users and does not automatically move to Player Free.
Capacity Packs supplement an existing eligible entitlement. They do not independently unlock the underlying module and may be subject to plan-specific quantity limits.
Polo HQ owns the Service and its software, interfaces, data models, workflows, algorithms, documentation and branding. You receive only a limited right to use the Service for legitimate internal operations.
You must not copy the Service, reverse engineer it, scrape it, manipulate requests to bypass commercial rules, use it to build or support a competing product, publish unauthorised benchmarks, or disclose non-public proprietary information.
Mandatory consumer rights are not excluded.

2. Definitions

In these Terms:

Account means a Polo HQ account belonging to an individual or Organisation.
Account Manager means a User with authority to administer an Account, select Plans or manage billing.
Account Type means the commercial and functional category selected for an Account: Player, Team or Club.
Add-on means an optional recurring module sold separately from a core Plan.
Bundle means a recurring package containing specified Add-ons for an eligible Account Type.
Capacity Pack means a recurring product that increases an existing allowance and does not independently grant access to the underlying module or functionality.
Corrected Package means a valid Subscription Configuration proposed after Polo HQ removes incompatible or duplicated items or identifies a lower-priced valid package that provides the same or greater requested entitlement.
Customer Data means data, files, records, images, documents, communications and other content submitted to the Service by or for a Customer, excluding Polo HQ technology, system metadata and aggregated or anonymised data.
Eligible Product means a Plan, Add-on, Bundle or Capacity Pack available to the selected Account Type and satisfying any parent-module, quantity or other catalogue rule.
Free Plan means Player Free, which has no recurring subscription fee and is subject to strict feature and capacity limits.
Full-Access Trial means a legacy, pre-existing or manually granted card-free trial that may provide broad evaluation access and is not available through standard public signup.
Organisation means a club, team, polo operation, company, partnership, association or other entity using the Service.
Paid Plan means a monthly or annual recurring subscription purchased through the Service.
Plan means a free or paid core entitlement that determines Account Type, enabled modules, Users and base capacity limits.
Pricing and Product Schedule means the current schedule of optional-product prices, bundle contents, pack allowances and commercial eligibility rules published by Polo HQ and incorporated into these Terms.
Recommended Configuration means an advisory or corrected combination of a Plan and Eligible Products calculated from the Customer's selected Account Type, requested modules, requested or recorded capacity, current entitlements, current catalogue and selected billing interval.
Subscription Configuration means the Plan and any Add-ons, Bundles or Capacity Packs attached to an Account.
Checkout Trial means the standard 14-day trial attached to an eligible Paid Plan selected through public checkout, for which Stripe collects a payment method and which automatically converts to paid billing unless cancelled.
Trial means a Checkout Trial or Full-Access Trial, as the context requires.
User means an individual authorised to log in to the Service.
Valid Package means a Subscription Configuration permitted for the selected Account Type, containing no incompatible or duplicate products, satisfying parent-entitlement and Capacity Pack limits, and priced using the applicable catalogue.

A player or member stored only as an operational roster record is not a User unless separately given login access. The Account owner does not count towards the Account's User allowance, which is the number of Users the Account owner may add.

3. Eligibility and authority

An individual purchasing a Paid Plan, creating an Organisation Account or acting as an Account Manager must be at least 18 years old and legally capable of entering a binding agreement.

Users aged 13 to 17 may use an Account only where the Organisation and, where required, a parent or guardian has authorised their access and the use is appropriate. Children under 13 must not create or independently operate a User account.

You confirm that:

the information you provide is accurate and complete;
you are authorised to act for the relevant Organisation or account holder;
the Account Type you select accurately represents the individual, Team or Club operation that will use the Service;
you will keep Account information current;
you will use the Service only for lawful purposes; and
you will comply with these Terms and all policies incorporated into them.

4. Contract formation and legal acceptance

For a Paid Plan, the contract is formed when you complete the web order flow after actively accepting these Terms and Stripe confirms creation of the Checkout Trial or paid subscription. The recurring products, quantities, billing interval, price after the Trial and renewal terms shown in the Review step and Stripe Checkout form part of the contract.

For Player Free, the contract is formed when you submit the signup after actively accepting these Terms and Polo HQ accepts and provisions the Account.

For a legacy or manually granted Full-Access Trial, the contract is formed when you accept these Terms and activate or use the Account after the Trial is granted.

The Privacy Policy is a notice explaining how personal information is handled. Acceptance of these Terms does not turn privacy consent into the lawful basis for processing where another lawful basis applies.

We may record the date and time of acceptance, the version of these Terms and the Privacy Policy, the email address, Account or Organisation identifier, onboarding or checkout identifier, selected products and prices, and the acceptance source. You agree that electronic acceptance has the same effect as a handwritten signature to the extent permitted by law.

If a material new version is presented and requires renewed acceptance, continued access may depend on accepting that version, subject to mandatory rights.

5. Account registration and one trial per email

The public signup wizard is available at /get-started and ordinarily follows this sequence:

Account Type;
core Plan and monthly or annual billing;
eligible Add-ons, Bundles and Capacity Packs;
Account or Organisation name, applicant name and email address;
itemised order review, package validation and legal acceptance; and
Stripe Checkout for an eligible Paid Plan, or direct provisioning for Player Free.

A pricing-page action may deep-link to the wizard with a particular Plan preselected. A preselection is not a completed purchase. You remain responsible for reviewing and confirming the Account Type, Plan, items, allowances, billing interval, taxes and recurring total.

Polo HQ validates selections in the interface and server-side. We may reject a basket that includes Player Free with paid extras, a product unavailable to the selected Account Type, a Capacity Pack without its required parent entitlement, a pack quantity above the applicable limit, or duplicated entitlement.

If a higher Plan provides all requested eligible modules and capacity for a lower or equal recurring price, Polo HQ may present a Corrected Package instead of the inferior package. The corrected items, reason and recurring total must be shown before checkout or a subscription change. You must review and confirm the Corrected Package before it creates or changes a payment obligation.

One Polo HQ Account or pending invitation is permitted per email address. One Checkout Trial is permitted per email address unless Polo HQ expressly approves another Trial. Full-Access Trials are granted only at Polo HQ's discretion.

We may reject, suspend or consolidate duplicate, abusive, fraudulent or misleading signups. You must not create multiple addresses, misstate Account Type or use another person's details to obtain repeated Trials, avoid limits or access products for which the Account is not eligible.

6. Email activation and account security

New Accounts are activated only through the single-use activation link sent to the signup email address. The activation link normally expires seven days after issue.

For a Paid Plan, Stripe must first confirm the Checkout Trial or subscription setup before Polo HQ provisions the selected Subscription Configuration and sends the activation email. Player Free follows the same email-verification route without a Stripe payment step.

You are responsible for providing a valid, accurate and accessible email address. Activation messages, Trial reminders, cancellation confirmations, deletion warnings applicable to Full-Access Trials, security notices and billing communications may be sent to that address. You must keep it current.

You are responsible for:

keeping passwords and login links confidential;
using unique credentials for each User;
preventing unauthorised sharing of User accounts;
promptly removing access when a User no longer requires it; and
notifying us immediately at info@polohq.com if you suspect unauthorised access.

You must not share one User login between several people to avoid User limits. Polo HQ may require a password reset, revoke sessions or restrict access where reasonably necessary for security.

7. The 14-day card-backed Checkout Trial

7.1 Standard Checkout Trial for every eligible Paid Plan

Every eligible Paid Plan selected through the public web wizard starts with a 14-day Checkout Trial unless the order page expressly states otherwise.

Before Stripe Checkout, the Review step identifies:

the core Paid Plan;
each selected Add-on, Bundle and Capacity Pack;
the monthly or annual billing interval;
the all-in recurring price;
Due today: £0;
the exact amount and date due after the Trial; and
that the Subscription Configuration will renew automatically until cancelled.

Stripe Checkout collects a valid payment method when the Checkout Trial starts. Polo HQ does not receive or store the full card number or card security code.

During the Checkout Trial, access is limited to the modules, features and capacities included in the Subscription Configuration selected before checkout. A Checkout Trial is not a universal or unlimited Trial unless the order expressly says so.

No subscription amount is charged during the 14-day Checkout Trial. Unless you cancel before the Trial ends, Stripe automatically attempts to charge the payment method on file on day 15 for the amount disclosed at checkout. The subscription then continues and renews monthly or annually according to the selected billing interval.

Polo HQ normally sends a reminder shortly before the Trial ends. Failure to receive a reminder does not change the clearly disclosed Trial end date or charging authority, except where applicable law requires otherwise.

7.2 Cancelling a Checkout Trial

Cancelling while the Stripe subscription is still in trialing status takes effect immediately. Stripe cancels the Trial on the spot, the payment method is not charged for conversion from that Trial, and access ends immediately for every User.

The Account enters a locked or cancelled state. Customer Data is retained under the Data Retention Policy. An authorised Account Manager may later select a new Subscription Configuration and subscribe again through the lock screen or another available billing route.

Cancellation of a Checkout Trial does not automatically move the Account to Player Free. Player Free is available only through an explicit selection.

The cancellation confirmation screen and confirmation email will explain the immediate loss of access, non-charge, locked status and data retention.

7.3 Trial eligibility and abuse

Polo HQ may refuse, suspend or terminate duplicate, fraudulent, abusive or technically manipulated Trials. We may extend a specific Trial or grant a different Trial arrangement at our discretion. Mandatory consumer rights remain unaffected.

8. Legacy and manually granted Full-Access Trials

The public card-free Trial signup route is closed. Polo HQ may nevertheless continue a Full-Access Trial that was created under an earlier onboarding model or manually grant one through Super Admin.

A Full-Access Trial may provide all current modules and broad or unlimited evaluation capacity. No payment method is required solely because of that Full-Access Trial, and it does not automatically convert into a paid subscription.

Polo HQ may end a manually granted Full-Access Trial through an administrative End trial now action. When a Full-Access Trial ends, normal operational access is restricted and an Account Manager is directed to choose a Plan. Customer Data remains intact during this Plan-selection period.

The Plan-selection screen may show:

the Customer's own usage counts and modules used during the Full-Access Trial;
each Paid Plan available to the Account's established Account Type, evaluated together with eligible Add-ons, Bundles and Capacity Packs;
a Recommended Configuration;
all Plans available within the established Account Type, including Player Free only for an eligible Player Account;
the recurring monthly or annual price of each item and the all-in total for the displayed configuration; and
a deactivation warning only where the displayed configuration cannot cover current recorded usage.

For each available Paid Plan, the recommendation engine uses recorded Full-Access Trial usage and the current product catalogue to calculate the lowest-priced eligible set of extras that would cover that usage. Depending on the Account, that calculation may include:

module Add-ons for modules actually used during the Full-Access Trial but not included in the core Plan;
a discounted Bundle instead of separate module Add-ons where the Bundle has the lower current total, even if it includes additional modules; and
one or more Capacity Packs sufficient to cover resource counts above the core Plan limits, subject to product dependencies and the maximum quantity permitted for that Plan.

The Service compares the all-in recurring totals of Valid Packages within the established Account Type for the selected billing interval and recommends the lowest-priced all-in configuration identified by that calculation. It does not treat Player, Team and Club Plans as interchangeable products. It does not predict future usage or take account of non-price preferences, bespoke arrangements, future catalogue changes, or taxes and charges except to the extent included in the displayed total.

Each Paid Plan card and confirmation flow identifies the suggested extras and all-in recurring total. Selecting Choose plan + extras sends the identified Plan and recurring extras to Stripe Checkout as one subscription containing the listed items. The applicable Checkout Trial terms are shown before confirmation if a new 14-day card-backed Trial is offered for that conversion.

For Paid Plans, a deactivation warning is shown only where no eligible combination of that Plan and available extras can cover current usage. Player Free is deliberately excluded from automatic extra attachment and remains a separate explicit selection. Selecting it may trigger section 12 where its included limits do not cover current usage.

The recommendation is informational only. It does not itself take payment, change the Account or deactivate records. The Account Manager remains free to choose any available Plan and is responsible for reviewing the listed items, limits, price and suitability before confirming.

Staff Users without billing authority may be unable to choose a Plan and may be directed to contact an Account Manager.

9. Abandoned Trials and permanent deletion after 90 days

This section applies only to a Full-Access Trial where:

the Full-Access Trial has expired or been ended; and
no Plan has ever been selected after that Trial, including Player Free.

It does not apply to a Checkout Trial that was cancelled. A cancelled Checkout Trial enters the locked state described in section 7 and is not automatically deleted under this 90-day abandoned-Trial process.

If the Full-Access Trial conditions continue, the Account is treated as an abandoned Full-Access Trial. The Account and associated Customer Data are scheduled for permanent deletion 90 days after Trial expiry.

The current notification schedule is:

approximately three days before Full-Access Trial expiry: Trial-ending reminder;
on or around Trial expiry or administrative termination: Trial-ended notice and link to choose a Plan;
60 days after expiry: first permanent deletion warning;
80 days after expiry: second permanent deletion warning; and
90 days after expiry: permanent deletion.

Choosing any Plan, including Player Free, before deletion removes the Account from this abandoned Full-Access Trial process.

Permanent deletion may include the Organisation, operational records, uploaded files, module records, invitations and User login accounts. Deletion is intended to be irreversible. Protected backup copies may remain until overwritten under infrastructure backup cycles and will not be restored for ordinary use after deletion.

Warning emails are sent to the signup email address, including where the Account was never activated. You are responsible for monitoring that address, spam filters and mailbox access.

After deletion, Polo HQ retains a limited deletion audit record containing the Organisation or Account name, signup email address, Trial dates, deletion date and record-count totals by data category. This record is retained for the period stated in the Privacy Policy for accountability, duplicate-Trial prevention, dispute handling and legal claims.

Subject to mandatory law, Polo HQ is not responsible for a business Customer's loss arising solely because it failed to select any Plan or act on the clearly disclosed deletion timetable and notices sent to the supplied email address.

10. Plans, modules, bundles and capacity packs

A Plan determines the Account Type, included modules, Users and base capacity limits. The selected Account Type is both a pricing category and a functional entitlement boundary.

10.1 Player Accounts

Player Accounts are intended for individual player operations. They cannot purchase Practices, Lessons, Practices Capacity Packs or Lessons Capacity Packs. Paid Player Accounts may purchase eligible operational products such as Stables, Maintenance, Financials and Breeding, subject to the current Pricing and Product Schedule. Analytics and Timeline are included in every Plan. Competitions is available to Team and Club Accounts only.

Player Free is subject to the additional restrictions in section 13.

10.2 Team Accounts

Team Accounts may purchase Practices, Lessons, eligible operational Add-ons and Bundles, Team-player capacity and relevant module Capacity Packs. Team Accounts cannot purchase Club-member packs or access functionality designated as Club-only.

10.3 Club Accounts

Club Accounts include Practices access within the core Plan, subject to the included monthly allowance stated in the Pricing and Product Schedule. Club Accounts may purchase Lessons, eligible operational Add-ons and Bundles, Club-member capacity, additional Practices capacity and relevant module Capacity Packs.

10.4 Dependencies and eligibility

Product availability depends on Account Type, Plan and current entitlements. A Capacity Pack increases an existing allowance; it does not independently unlock the associated module. Examples include:

additional Practices require Practices entitlement;
additional Lessons require Lessons entitlement;
additional Maintenance tasks require Maintenance;
additional Breeding records require Breeding;
Team-player capacity requires a Team Account; and
Club-member capacity requires a Club Account.

Polo HQ may reject, remove or prevent a product that is incompatible with the Account Type, lacks its required parent entitlement or exceeds a permitted pack quantity.

10.5 Bundles and duplicate entitlements

Bundle contents depend on Account Type. Selecting a Bundle replaces any standalone Add-on already covered by that Bundle. A Plan change may similarly remove a standalone item that becomes included in the new core Plan. Polo HQ may normalise a basket or subscription to remove duplicated entitlement and avoid charging twice for the same module.

Breeding is not included in the current Operations, Player Operations Plus, Team Full or Club Full Bundles and remains separately chargeable unless a future product description expressly states otherwise.

10.6 Current catalogue

The current optional-product prices, Bundle contents, Capacity Pack allowances, quantity limits and Club Practices allowances are stated in the Pricing and Product Schedule and the live checkout. The exact Valid Package confirmed at checkout forms part of the contract.

Polo HQ may add, rename, reorganise or retire products for future purchases. We will not use such changes to impose an undisclosed charge. Material changes affecting an existing paid entitlement will be handled in accordance with section 36 and applicable law.

11. Capacity limits and record status

Capacity limits and product eligibility may be enforced across the Service, including the web interface, mobile applications, imports and APIs.

Capacity Packs may be limited by Plan. Player Free permits no Capacity Packs. The current standard self-service limits are stated in the Pricing and Product Schedule and may be configured or changed for future purchases. Polo HQ may require an upgrade or offer bespoke pricing where requested capacity is not available on the current Plan.

If an Account is at or above an allowance, Polo HQ may prevent creation or activation of further items, restrict affected functionality, require archiving or retirement of eligible records, require additional capacity, or require a Plan upgrade. The exact effect applicable to a proposed Plan or subscription change must be disclosed in the relevant interface before confirmation where it is material.

Where the Service expressly applies counting exclusions or monthly resets, those rules are shown in the relevant Plan, product or module description. A Customer is not entitled to exceed an allowance merely because a record exists in the database or because an attempted request bypasses the user interface.

Polo HQ may offer custom limits or managed commercial arrangements for unusually large or non-standard Accounts.

12. Selecting a Plan below current usage

A Customer may not assume that a lower Plan or removal of an entitlement will continue to support all existing active usage.

Before a Plan change is confirmed, Polo HQ may compare current or requested modules and capacity against the proposed Valid Package and display any material shortfall. Depending on the functionality then implemented and disclosed, affected records or modules may become inactive, read-only, inaccessible or unavailable for further creation until sufficient entitlement is restored.

The detailed treatment of retained records, module access and restoration is governed by the Data Retention and Account Deletion Policy and the confirmation shown for the relevant change. Unless Polo HQ expressly confirms otherwise, the availability of a retained record after a downgrade does not create an entitlement to active use beyond the current Plan.

Package validation may replace a commercially inferior selection with a lower-priced Valid Package that provides the same or greater requested entitlement. Such replacement does not occur silently: the Customer must be shown and confirm the Corrected Package and recurring total before the subscription is created or amended.

13. The Free Plan

Player Free has no recurring subscription fee, requires no payment card and is available only when expressly selected through the public wizard or another authorised route.

Player Free is a standalone limited product. It provides only the modules, features and capacities expressly stated for that Plan and cannot purchase:

Add-ons;
Bundles;
additional horses;
additional Users; or
any other paid Capacity Pack.

A Player Free Customer that reaches an allowance or requires paid functionality must upgrade to an eligible paid Player Plan before purchasing any extra module or capacity. Polo HQ may reject an attempted order or API request containing Player Free and a paid extra.

Player Free does not provide Team or Club functionality, universal Trial access or an automatic destination when a Paid Plan Trial or subscription is cancelled.

It remains subject to these Terms, the Acceptable Use Policy and its stated limits. For a Full-Access Trial, an explicit Player Free selection prevents deletion under the abandoned-Trial policy, but any usage beyond Player Free's entitlement may be restricted in accordance with sections 11 and 12.

Polo HQ may amend or discontinue Player Free on reasonable notice. Where reasonably practicable, we will provide active users with notice and an opportunity to select another available Plan or request an export before material discontinuation.

14. Web-only purchases and Stripe

All purchases, Checkout Trials and billing changes occur on the Polo HQ website or Stripe-hosted pages. The native iOS and Android applications do not offer in-app purchases and do not process money.

A billing action started in a native application may open the device's default browser through a short-lived, single-use login link.

Stripe provides payment checkout, card collection for Checkout Trials, subscription billing, invoices, payment method storage and customer billing tools. Payment card information is entered on Stripe-hosted pages. Polo HQ does not receive or store full card numbers or card security codes.

By completing checkout for a Paid Plan, you authorise Polo HQ and Stripe to store the payment method with Stripe and charge it for:

the all-in recurring amount shown as due after the 14-day Checkout Trial, unless cancelled before Trial end;
subsequent monthly or annual renewals; and
separately confirmed prorated or other charges arising from later subscription changes.

Stripe may apply its own terms and privacy information to the payment services it provides.

15. Prices, currency, tax and catalogue changes

Prices are stated in pounds sterling unless checkout expressly states otherwise. Stripe processes GBP amounts in the smallest currency unit.

The current optional-product catalogue is set out in the Pricing and Product Schedule. Core Plan prices and base entitlements are displayed on the Pricing Page, Plan-selection step and Review step. The itemised package and recurring amount shown and confirmed immediately before checkout govern the order.

Monthly products are billed monthly. Annual pricing is currently calculated at ten times the corresponding monthly price for core Plans, Add-ons, Bundles and Capacity Packs, equivalent to two months without charge compared with twelve separate monthly payments. Annual billing is a discounted annual commitment, not a separate free entitlement.

Before confirmation, the Service must show the selected billing interval, recurring monthly or annual amount, renewal frequency, applicable Trial information, taxes where known, and any Corrected Package applied by validation.

Prices may include or exclude VAT or other taxes as stated at checkout. You are responsible for taxes properly chargeable to you, except taxes on Polo HQ's income.

We may change prices, product eligibility, Bundle contents and pack limits for future purchases. A change to the recurring price of an existing subscription will take effect only after any notice and process required by the contract and applicable law. Nothing in these Terms promises permanent grandfathering, a particular pricing-version migration method or an indefinite right to buy a retired product.

16. Paid subscription start and automatic renewal

A Paid Plan is selected before the standard Checkout Trial begins. The contractual Subscription Configuration and access begin when Stripe confirms the Trial setup and Polo HQ provisions the Account, while the first subscription charge is deferred for 14 days.

Unless the Checkout Trial is cancelled before it ends, Stripe automatically charges the payment method on file on day 15 for the amount disclosed at checkout. After that first successful charge:

a monthly subscription renews automatically each month; or
an annual subscription renews automatically each year,

until cancelled.

The price, billing interval, first-charge date, first-charge amount and renewal information must be shown before checkout. The payment method on file will be charged at each renewal.

A Full-Access Trial does not automatically charge. A paid obligation arises only after the Account Manager separately selects and confirms a Paid Plan through checkout.

You can cancel through the available billing controls, Stripe customer portal where enabled, or by contacting info@polohq.com if the self-service route is unavailable.

17. Consumer cooling-off rights and immediate supply

If you purchase as a consumer, you may have statutory cancellation rights for a distance contract. Those rights are not excluded.

Where you ask for a Paid Plan or paid feature to begin immediately during a statutory cooling-off period, you expressly request immediate supply. If you validly cancel during that period, Polo HQ may deduct or charge a proportionate amount for services supplied before cancellation where the law permits.

Any loss or waiver of a statutory cancellation right applies only where all legal requirements for it have been met. Nothing in these Terms removes rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 or other mandatory consumer law.

The new UK subscription-contract regime under the Digital Markets, Competition and Consumers Act 2024 is expected to commence after the effective date of these Terms. When it applies, Polo HQ will provide the additional reminders, cancellation methods, cooling-off rights and refunds required by that regime.

18. Upgrades, Add-ons and prorated charges

An upgrade to an equal or higher-value Plan, or the addition of an Eligible Add-on, Bundle or Capacity Pack, normally applies immediately after confirmation.

Every change is subject to Account-Type eligibility, parent-entitlement dependencies, pack limits, duplicate-entitlement removal and package validation. Polo HQ may present a Corrected Package where it provides the same or greater requested entitlement for a lower or equal recurring price.

Stripe may charge a prorated amount for the remainder of the current billing period at the time of the change. The confirmation flow will show the final items, timing, recurring total and immediate charge, if any.

A request is not complete until the Customer confirms the final Valid Package and the Service or Stripe confirms the change.

19. Downgrades, removals and billing-frequency changes

A downgrade normally takes effect at the end of the current paid billing period. The Customer keeps the existing paid entitlement until then.

Removing an Add-on or Bundle, or reducing a Capacity Pack quantity, normally takes effect at the end of the current billing period. Polo HQ may also remove a Capacity Pack whose required parent entitlement ends, a standalone Add-on covered by a remaining Bundle, or another item that would make the resulting package invalid or duplicated. The proposed result and price impact must be shown before confirmation.

Switching between monthly and annual billing is handled using the Service's then-current upgrade, downgrade, proration and billing-cycle rules. The confirmation screen will state the interval of each final recurring item, when the change applies and any charge or credit. These Terms do not represent mixed-interval prevention or co-terming as implemented unless the confirmation expressly shows it.

When the lower entitlement takes effect, section 12 and the Data Retention and Account Deletion Policy apply.

20. Cancellation and resumption

You may cancel a Trial or Paid Plan through the available cancellation controls.

20.1 Cancellation during a Checkout Trial

If the Stripe subscription is still in trialing status, cancellation takes effect immediately. Access ends immediately for all Users, Stripe will not charge the payment method for conversion from that Trial, and the Account becomes locked. Customer Data is retained and an authorised Account Manager may subscribe again from the lock screen.

A Checkout Trial cancellation cannot be resumed as the same Trial after Stripe has cancelled it, unless Polo HQ expressly grants a new arrangement.

20.2 Cancellation after paid billing has started

After the Checkout Trial has converted and a paid billing period has started, cancellation ordinarily takes effect at the end of the current paid billing period. Access continues until that date. A cancellation scheduled for period end may be resumed before its effective date where the Service provides that option.

At the effective cancellation date, the Account locks for every User. It does not automatically downgrade or move to Player Free. Customer Data is retained under the Data Retention Policy and an authorised Account Manager may later subscribe again.

20.3 Full-Access Trial

A Full-Access Trial may be ended by Polo HQ through Super Admin or may expire at the stated time. It then follows the Plan-selection and abandoned-Trial process in sections 8 and 9 rather than the Checkout Trial cancellation process.

The confirmation dialog and confirmation email will state which cancellation treatment applies and when access ends. Mandatory consumer rights remain unaffected.

21. Refunds

The Service does not issue automatic refunds merely because a Customer cancels, downgrades or removes an item before the end of a paid period. The existing entitlement ordinarily remains available until period end.

Refunds will be provided where required by law, including where a consumer validly exercises a statutory right and a refund is due.

Outside mandatory rights, Polo HQ may issue a refund or credit at its discretion for a duplicate charge, demonstrable billing error or exceptional circumstance.

To raise a billing dispute, contact info@polohq.com promptly and identify the Account, charge and reason.

22. Failed payments and billing lock

If a payment fails, Stripe may retry the charge using configured payment-recovery processes. Retries may continue over approximately two weeks, although timing may vary.

During an unresolved payment failure, the Account may enter a billing-lock state. Users may still be able to sign in and view a payment notice, but operational screens may be blocked. Account Managers may be directed to update the payment method through Stripe.

Polo HQ and Stripe may send payment-failure and recovery communications.

If payment succeeds, access is restored automatically once the successful event is processed. Customer Data is not deleted solely because of a billing lock.

If payment remains unpaid, we may suspend, downgrade, cancel or terminate the affected paid entitlement after reasonable recovery attempts and any notice required by law.

23. Legacy, custom and manually managed Accounts

Some Accounts may pre-date automated billing or operate under custom, sponsored, invoiced, offline, unlimited or manually managed arrangements.

These automated billing provisions do not create a new payment obligation for a legacy Account unless that Customer accepts a new Subscription Configuration or separately agrees payment terms.

Where a separate signed or written commercial agreement conflicts with these Terms, that agreement prevails for the specific subject matter of the conflict.

24. Customer responsibilities for Users and data

The Customer is responsible for:

deciding who may access its Account;
assigning appropriate roles and permissions;
ensuring Users comply with these Terms;
maintaining lawful and accurate Customer Data;
obtaining any notices, permissions or lawful basis needed to upload and use personal information;
managing access when staff, players, members or contractors leave; and
keeping its own operational, legal, tax, accounting, safeguarding, animal-welfare and regulatory records where required.

The Customer must not assume that storing a record in Polo HQ satisfies every legal or professional record-keeping obligation.

25. Customer Data ownership and licence

As between Polo HQ and the Customer, the Customer retains ownership of Customer Data.

The Customer grants Polo HQ and its authorised service providers a worldwide, non-exclusive licence to host, copy, transmit, index, display, back up and otherwise process Customer Data only as reasonably necessary to:

provide and secure the Service;
follow the Customer's instructions;
operate integrations and communications;
prevent fraud or abuse;
comply with law; and
enforce these Terms.

The Customer confirms that it has all rights and permissions needed to grant this licence.

We may remove, restrict or preserve Customer Data where reasonably necessary to comply with law, protect rights or security, investigate abuse, preserve evidence or enforce these Terms.

26. Data protection roles

For signup, Account administration, direct billing, security, product communications and Polo HQ's own business operations, Polo HQ determines the purposes and means of processing and acts as a controller.

For personal data that an Organisation uploads and controls within operational modules, the Organisation ordinarily acts as controller and Polo HQ ordinarily acts as processor. The Data Processing Addendum applies to that processing.

The exact legal role depends on the processing activity, not merely the label used by the parties.

27. Intellectual property ownership

Polo HQ and its licensors own all intellectual property rights in and to the Service and related materials, including:

source code and object code;
software architecture and technical design;
databases, schemas, taxonomies, structures and data models;
workflows, rules, methods and operational logic;
chukker generation, allocation, balancing, scoring and recommendation logic;
algorithms, calculations, ranking and optimisation methods;
interfaces, screen layouts, icons, graphics, visual designs and interaction patterns;
documentation, specifications, templates and written content;
product names, domain names, logos, trade dress and brand assets;
non-public product roadmaps, pricing logic, security information and technical information; and
improvements, modifications and derivative works of the foregoing.

No ownership right in the Service transfers to you.

The names Polo HQ, the Polo HQ logo and related product names are trade marks or trading identifiers of Polo HQ LTD. No right to use them is granted except as expressly permitted.

28. Limited licence to use the Service

Subject to these Terms and payment of applicable fees, Polo HQ grants the Customer a limited, revocable, non-exclusive, non-transferable and non-sublicensable right during the applicable Account term to permit authorised Users to access and use the Service for the Customer's own legitimate internal polo or related operational activities.

This licence does not permit resale, service-bureau use, white-labelling, commercial redistribution or access for the benefit of an unrelated third party unless Polo HQ agrees in writing.

29. Prohibited copying, competitive use and reverse engineering

Except to the extent a restriction is prohibited by mandatory law, you must not, and must not permit anyone else to:

copy, reproduce, adapt, translate, modify, mirror, frame, republish or create derivative works from the Service;
reverse engineer, decompile, disassemble or attempt to derive source code, algorithms, models, database structures or non-public logic;
observe, test or study the Service for the primary purpose of creating or improving a competing product or service;
use access, screenshots, demonstrations, documentation, outputs or workflows to design, train, validate, market, support or develop a competing product;
replicate, imitate or recreate features, user journeys, data models, chukker-generation methods, scheduling logic, entitlement systems or other proprietary functionality;
scrape, crawl, harvest, bulk export, data-mine or automatically extract the Service or its contents except through an authorised export or API;
publish benchmarking, performance testing, security testing or comparative analysis without prior written consent;
remove or alter copyright, trade mark, proprietary or attribution notices;
circumvent authentication, rate limits, plan limits, User limits, billing controls or technical protections;
rent, lease, sell, sublicense, distribute or commercially exploit access; or
assist or encourage a third party to do any of the above.

Nothing in these Terms restricts an act that cannot lawfully be restricted, including limited decompilation for interoperability where all statutory conditions are satisfied. Before relying on such a right, you must, where lawful, request the necessary interoperability information from Polo HQ and give us a reasonable opportunity to provide it.

A breach of this section is a material breach. Polo HQ may seek injunctive relief and other available remedies because unauthorised copying or disclosure may cause harm that damages alone cannot adequately remedy.

30. Confidential information

Confidential Information means non-public information disclosed through or in connection with the Service that a reasonable person would understand to be confidential, including non-public technical information, security information, algorithms, product roadmaps, source materials, pricing arrangements and business methods.

You must:

use Polo HQ Confidential Information only to use the Service lawfully;
protect it using at least reasonable care;
disclose it only to authorised personnel who need it and are bound by confidentiality duties; and
promptly notify us of unauthorised disclosure.

Confidential Information does not include information that you can demonstrate was lawfully public without breach, already lawfully known without restriction, independently developed without use of Confidential Information, or lawfully received from a third party.

This section survives termination for five years, and for trade secrets for as long as the information remains a trade secret under applicable law.

31. Feedback

If you voluntarily provide ideas, suggestions, requests, improvements or other feedback about the Service, you grant Polo HQ a perpetual, irrevocable, worldwide, royalty-free right to use, develop, commercialise and incorporate that feedback without restriction or payment.

This does not transfer ownership of Customer Data or confidential business information that is clearly identified as such.

32. Acceptable use and security

You must comply with the Acceptable Use Policy.

You must not use the Service to:

break the law or facilitate unlawful activity;
access another Account or data without authorisation;
introduce malware or harmful code;
probe, scan or test vulnerabilities without written authorisation;
harass, discriminate, defame or threaten;
upload content that infringes intellectual property, privacy or confidentiality rights;
send spam or unauthorised marketing;
process personal data without lawful authority;
place unreasonable or abusive load on infrastructure; or
falsify identity, authority, records or billing information.

We may investigate suspected breaches and preserve relevant evidence.

33. Third-party services and integrations

The Service relies on third-party infrastructure and may integrate with third-party services. These may include Supabase, Vercel, Resend, Stripe, app stores, calendar providers and other services selected by the Customer.

Third-party services may have separate terms, privacy notices, availability and functionality. Polo HQ is not responsible for a third party's independent acts or omissions, but we will use reasonable care in selecting and managing material providers.

If you enable an integration, you authorise the Service to exchange the information necessary to operate it.

34. Service availability, maintenance and support

We aim to provide a reliable Service but do not guarantee uninterrupted, error-free or continuously available access.

The Service may be unavailable because of maintenance, deployment, internet failure, provider outage, security response, force majeure or other circumstances outside reasonable control.

We may maintain, update and improve the Service. Where reasonably practicable, we will give notice of material planned disruption.

Support is provided through the channels and service levels shown in the Service or separately agreed. Unless a separate service-level agreement is signed, response times are targets and not guaranteed contractual service levels.

35. Beta and experimental features

Features labelled beta, preview, experimental or similar may be incomplete, change without notice or contain errors.

They are provided for evaluation and may be withdrawn. You should not rely on them for critical, safety-sensitive, regulated or irreversible decisions.

36. Changes to the Service and these Terms

We may update the Service and these Terms to reflect legal, security, technical, commercial or operational changes.

If a change materially affects an active paid Customer's rights or obligations, we will provide reasonable advance notice unless an immediate change is required by law, security or circumstances outside our control.

A change will not retrospectively create an undisclosed payment obligation.

Where applicable law requires express agreement, we will request it. Otherwise, continued use after the effective date may constitute acceptance.

37. Suspension and termination by Polo HQ

We may suspend or restrict an Account where reasonably necessary because of:

payment failure;
security risk or suspected compromise;
fraud or abuse;
unlawful activity;
unauthorised copying or competitive use;
a material breach of these Terms;
risk to another customer or the Service; or
a legal or regulatory requirement.

Where appropriate, we will explain the reason and allow a reasonable opportunity to remedy it. We may act immediately where delay could create material risk.

We may terminate an Account for a material breach that cannot be remedied or is not remedied within a reasonable period after notice.

38. Account closure, export and deletion

A person may delete their own account from Settings, under Account & Security, using Delete Account, or without signing in at app.polohq.com/delete-account. Deletion takes permanent effect after a 30-day recovery period during which the account is disabled and can be restored only through the emailed cancellation link. A sole Account Manager of an Organisation with other members must either transfer the manager role first and delete only their own account, or expressly choose to delete the entire Organisation and its member accounts with it. A Customer may also request closure by contacting info@polohq.com.

Before closure, the Customer should export records it needs to retain. Any User may download a copy of their data from Settings, under Account & Security, using Download My Data; the download expires 7 days after the export is generated. Polo HQ may also provide support-assisted export depending on the Account and technical capability.

Following verified closure, Customer Data will be handled under the Data Retention Policy and Data Processing Addendum. Certain billing, acceptance, security, dispute and legal records may be retained after operational data is deleted.

The abandoned Full-Access Trial deletion process in section 9 is separate and applies automatically only where a Full-Access Trial ended and no Plan was ever chosen.

39. No professional advice and operational responsibility

The Service helps organise information and workflows. It does not provide veterinary, medical, legal, safeguarding, tax, accounting, financial, insurance, employment or regulatory advice.

Any analytics, recommendations, alerts, schedules, workloads, balances, forecasts or generated chukkers are decision-support tools. The Customer remains responsible for reviewing outputs and making appropriate decisions.

Polo and equestrian activities involve inherent risk. The Service does not guarantee safety, fitness, horse welfare, sporting fairness, payment collection, legal compliance or a particular result.

40. Warranties and consumer rights

We will provide the Service with reasonable care and skill.

Nothing in these Terms excludes rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015.

Subject to mandatory law, the Service is provided on an as-available basis. We do not warrant that it will meet every requirement, operate without interruption, prevent every data loss or security incident, or produce a particular commercial or sporting outcome.

41. Liability to business Customers

This section applies where the Customer is acting wholly or mainly for business purposes.

Nothing excludes or limits liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of obligations that cannot lawfully be limited; or
any other liability that cannot lawfully be excluded.

Subject to the paragraph above, Polo HQ is not liable for:

loss of profit, revenue, business, contracts, anticipated savings, goodwill or opportunity;
indirect or consequential loss;
loss caused by inaccurate Customer Data or unauthorised credential sharing;
loss caused by reliance on the Service as professional advice;
loss caused by a third-party service outside our reasonable control; or
loss that the Customer could reasonably have avoided through backup, export, access management or acting on a clear notice.

Subject to the exclusions above, Polo HQ's aggregate liability arising from the Service in any 12-month period is limited to the greater of:

£100; and
the fees paid or payable by the Customer to Polo HQ for the Service during the 12 months immediately before the event giving rise to liability.

42. Liability to consumers

This section applies where you are acting wholly or mainly outside your trade, business, craft or profession.

We are responsible for foreseeable loss or damage caused by our breach of these Terms or failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or both parties knew it might happen when the contract was made.

We are not responsible for business losses arising from consumer use, losses caused by information or instructions you supplied, or losses caused by events outside our reasonable control.

Nothing in these Terms limits mandatory consumer rights or liability that cannot lawfully be limited.

43. Business Customer indemnity

A business Customer will indemnify Polo HQ against third-party claims, losses and reasonable costs arising from:

Customer Data that infringes another person's rights;
the Customer's unlawful processing of personal data;
the Customer's material breach of the Acceptable Use Policy;
instructions given by the Customer that cause Polo HQ to breach law; or
use of the Service outside the permitted licence.

This indemnity does not apply to the extent the claim was caused by Polo HQ's breach, negligence or wilful misconduct. Polo HQ will give reasonable notice of a claim and allow the Customer reasonable participation in the defence, provided Polo HQ retains control where its interests may be materially affected.

44. Intellectual property complaints

If you believe material in the Service infringes your intellectual property rights, email info@polohq.com with:

your identity and contact details;
the work or right claimed;
the location of the material;
the basis of the complaint; and
a statement that the information is accurate and you are authorised to act.

We may remove or restrict material while investigating and may share the complaint with the relevant Customer where lawful.

45. Force majeure

Neither party is liable for delay or failure caused by an event beyond reasonable control, including major internet or cloud failure, natural disaster, war, civil disorder, epidemic, labour disruption, governmental action or widespread cyber incident.

This does not excuse payment already due or prevent a consumer exercising mandatory rights.

46. Notices

We may send notices through the Service or to the email address associated with the Account. You must keep that address current.

A notice is treated as received when displayed in the Service, or when sent by email unless the sender receives a delivery-failure notice.

Legal notices to Polo HQ should be sent to info@polohq.com and, where formal service is required, to the registered office.

47. Assignment

You may not transfer these Terms or an Account without our written consent, except where mandatory law provides otherwise.

We may transfer these Terms as part of a merger, reorganisation, financing, acquisition or sale of the Service, provided the transfer does not reduce mandatory consumer rights.

48. General provisions

If any provision is invalid or unenforceable, it will be modified to the minimum extent necessary or severed, and the remaining provisions continue.

A delay in enforcing a right is not a waiver.

These Terms, the Privacy Policy, Data Processing Addendum, Acceptable Use Policy, Data Retention Policy, Intellectual Property and Brand Policy, the confirmed Subscription Configuration and any expressly agreed written terms form the agreement concerning the Service.

No person other than the parties has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, except that Polo HQ affiliates and licensors may enforce provisions expressed for their benefit.

49. Language

The Service may be available in English and Spanish. Unless Polo HQ expressly publishes an official translated legal version stating otherwise, the English version governs.

A translation is provided for convenience. If there is an inconsistency, the English version prevails to the extent permitted by law.

50. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales.

For business Customers, the courts of England and Wales have exclusive jurisdiction.

A consumer may have mandatory rights to bring proceedings in the courts of the part of the United Kingdom or other jurisdiction where the consumer lives. Those rights are not removed.

Before starting formal proceedings, the parties should attempt in good faith to resolve the matter through info@polohq.com.

51. Contact

POLO HQ LTD
Company number: 17059471
Registered office: 43 Diamond Ridge, Camberley, England, GU15 4LB
Email: info@polohq.com