Terms of service

Who can purchase

RetroPilot is for purchases mainly relating to a business, trade or profession. This includes companies, sole traders, self-employed people and individuals sourcing leads or canvassing for work. Individuals do not need a company registration number to use the service. Private consumer purchases are outside our intended offering. Your actual purpose determines your rights; a business-use declaration cannot remove rights that apply by law.

Who provides RetroPilot

RetroPilot is a trading name of VibePilot Systems Ltd.

Registered in England and Wales. Company number 17085959. Registered office: 3rd Floor, 86-90 Paul Street, London, EC2A 4NE, United Kingdom.

Your agreement for the RetroPilot service is with VibePilot Systems Ltd. In these terms, we, us and our refer to that company.

The service and your agreement

RetroPilot is business software for researching properties, saving working lists, planning visits and recording follow-up. These terms apply alongside your confirmed order and our Acceptable Use policy. Ask us to clarify anything before purchasing.

An access enquiry is not a purchase. Review the account type, included seats, credits, price and any specific order terms before completing payment. Keep the order confirmation for your records.

Accounts, owners and Team members

Keep your account details accurate and your password private. Use an individual login for each authorised person. Tell us promptly if you suspect someone has accessed your account without permission.

The Team owner manages membership, billing and company oversight. Members can search with shared Team credits and work with properties and routes they can access. An owner may set member reveal allowances. Do not share an owner's login to give workers access.

Payments and property credits

The checkout or confirmed order shows the amount payable. Activation plans and credit packs are one-off purchases where described that way; a separate agreement must identify any recurring charge.

One credit reveals one new property in the workspace. A positive shared balance is needed for live searches. Reopening a property already revealed in that workspace, adding it to a route or exporting it does not use another reveal credit. Searches can return no results and do not guarantee a customer lead.

Team members use the same workspace balance. On a Solo-to-Team upgrade, the remaining balance is kept and the credits included with the upgrade are added as shown by the upgrade order. Credits do not give ownership of the underlying source data.

Property information and coverage

EPC information describes a property when it was assessed. Records may be incomplete, out of date or unavailable. Planning information has variable coverage; no matching record does not establish that there is no planning history or restriction.

Information and recorded recommendations help you decide what to review. They do not confirm an occupant's needs, consent, funding eligibility, installation suitability or that recommended work has been completed. Confirm relevant facts before giving advice or carrying out work.

Maps can contain approximate locations. Lines between stops show their order; the navigation provider calculates walking or driving directions. Check the address before travelling.

Your workspace and exported information

You are responsible for the notes and other information you add, the people you authorise and how you use downloaded records. Keep visit notes relevant, accurate and respectful, and follow applicable privacy and contact rules.

You retain your rights in the material you supply. We use it to operate and support your workspace. Downloaded files are separate copies under your control; protect them and delete them when no longer needed.

Availability and changes

The service depends on hosting, property-data and other providers. Maintenance, provider outages or changes to source coverage can interrupt features. We do not promise uninterrupted access or a particular sales result.

We may make maintenance, security and usability changes. Material changes to a paid order or its terms should be explained separately. These terms do not replace a specific written service commitment agreed with you.

Credit-pack refunds and purchase scope

For business purchases of standalone credit packs, you may request a full refund if the entire pack is unused and available to remove. Submit the request by 23:59 UK time on the fourteenth calendar day after successful payment. For example, a pack paid for on 1 October has a request deadline of 15 October at 23:59 UK time. The payment date, not checkout creation, starts the window. A request received on time stays on time while we investigate.

We refund the amount actually paid for that pack, including the effect of discounts and less any refund already issued for the same payment, and remove the refunded credits. We do not deduct an administration or processing fee from this promised refund. Promotional or free credits have no separate cash refund value.

We do not offer routine change-of-mind refunds for partly used packs, or requests made after the deadline. This applies even if some credits remain, you close your account, change your plans or do not obtain sales. Each pack has its own window; a later purchase does not extend an earlier one. This policy does not introduce credit expiry.

For packs purchased under these terms, credit use is allocated to the oldest available credit grants first, including starting and promotional credits. A reveal uses those older credits before a newer pack. A positive overall balance does not by itself mean a particular pack is unused. We review corrections, refunds and ambiguous records individually rather than assuming a pack was used.

Activation, Solo-to-Team upgrades and additional seats purchase access or entitlements and are not standalone credit packs. The unused-pack promise does not apply to their whole price. We review requests for those purchases individually against the order, service supplied and applicable rights.

Email [email protected] or use workspace Support, giving your order reference and reason. Do not send full card details. We record when your request arrives, check payment and credit use, and explain our decision. An eligible unused-pack request receives the promised refund after these checks. An approved monetary refund goes back through the original payment method. We confirm when it has been issued and tell you if it is pending or fails.

For card payments, allow approximately 5–10 working days after we issue the refund through Stripe for it to appear, depending on your bank or card issuer. Working days exclude weekends and bank holidays. This is an estimate, not a guaranteed arrival date, and starts when the refund is issued, not when you request it. Other payment methods, pending refunds and failed refunds can take longer. If a card refund has not appeared after 10 working days, contact us with the order reference so we can check its status and help trace it. Sometimes the original charge disappears as a reversal instead of a separate refund credit appearing.

The ordinary change-of-mind limits do not exclude remedies for duplicate or incorrect charges, failure to supply the agreed service, faults, or rights that cannot lawfully be excluded. We investigate those separately, even after the ordinary deadline or after credits have been used. Credit usage does not automatically defeat such a claim.

These refund terms apply to new purchases expressly accepted under this version. They do not replace the terms of earlier purchases. If your actual purchase was mainly for private use, tell us so that we can consider the rights that apply; a ticked business-use box alone does not decide this.

Billing problems, closure and refunds

Contact us with the order reference if a payment, credit balance or access level appears wrong. Do not include full card details. We will review the transaction and any correction or refund request against your order and the rights that apply.

Ask us if you want to close a workspace. Export any work you need before access ends. Closing access does not necessarily erase records needed for accounting, security or resolving a dispute. There is no blanket exclusion here of rights that cannot lawfully be excluded.

Misuse, suspension and questions

Access may be restricted for security, serious misuse, non-payment of an agreed charge or a legal requirement. Restrictions can affect the whole Team when the workspace is suspended. We will explain the reason where it is appropriate and lawful to do so.

Raise a service or terms question through our contact form, with enough detail for us to investigate. Nothing in these terms excludes liability or statutory rights where doing so would be unlawful.