Terms of service
How access, property credits and responsibilities work when you use RetroPilot for your business.
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RetroPilot provides property information and tools for organising field work. Your plan and confirmed order explain the access and credits you purchase.
On this page 9 sections
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.
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.