Service Terms of Use

Our agreement with you consists of these service terms of use, our website terms of use, and the privacy policy.

1. Agreeing to these service terms of use

You must agree to all these terms to use our service. They explain the service and how we supply it to you.

2. Who we are

We are Hope Macy Ltd, registered in England & Wales with company number 11621440 and registered office at W2 Business Centre, Wellington House (First Floor), Wellington Street, Cardiff, CF11 9BE. We are registered with the Financial Conduct Authority with reference numbers 934392 & 962292.

3. About you

In these terms we use “you” to refer to you as the individual that registers or uses our service. You must be over 16 years of age and reside only in the United Kingdom.

4. Registration

During registration you must provide details that are true, accurate and complete. You must keep these details up to date.

5. The service

The service allows a registered person known as a “supporter” to see the recent bank transactions and to receive transaction alerts about another registered person known as an “account holder”. Once registered, you may act as an account holder, a supporter or both.

A connection between an account holder and a supporter is established by the supporter sending an invitation to the account holder and the account holder accepting the invitation. Either person can end the connection at any time.

6. Supporter

As a supporter you can view the account holder’s last three months of bank account transactions, their bank and bank account names, and their personal details consisting of their username, email address and telephone number. You may also choose to receive regular email alerts of new transactions.

You must at all times act in the best interests of the account holder, only use their banking information to help them, and not disclose this information to anyone else. The service does not permit you to access the account holder’s bank account, initiate a payment instruction or obtain their bank login details.

As a supporter you must only invite an account holder who you know well, who is expecting your invitation, and who was not in a marriage or civil partnership with you that has legally ended. You may invite someone who is not yet registered.

You are deemed to be your own supporter if you can view your own bank accounts but are not connected to another supporter.

7. Account holder

As an account holder you can connect to your bank accounts. We will direct you to your bank’s website where you follow the online instructions. We do not monitor this part of the process and we do not ask for your login details. As an account holder you are authorising us to store your bank account transactions and display them to you and your supporters.

It is the responsibility of the account holder to appoint only supporters who are suitably qualified, trusted and known. The account holder is responsible for the actions of any supporter they appoint. We do not endorse or approve anyone to act as your supporter. Once an account holder has accepted an invitation from a supporter, they are deemed to have appointed the supporter.

If you are an account holder, you can remove a supporter and stop them from viewing and receiving alerts about your transactions. You do this by logging in to our website.

An account holder can view the last three months of bank account transactions and can choose to receive regular email alerts of new transactions. An account holder can connect to at most three banks and a total of eight bank accounts.

8. Email

Account holders and their supporters can choose to receive email alerts about recent transactions.

We will send you email messages to inform you about the availability and status of the service, changes made by the account holder or their supporters and improvements that we make to the service.

Anyone with access to your email can view the content of alerts or messages. You should therefore ensure that your email account is private and secure.

Email alerts and messages from us may contain confidential information and you should not forward them to others.

9. Your use of the service

Your right to access and use the service is personal to you and is not transferable to any other person. You are only entitled to access and use the service for lawful purposes. You must not: use the service unless you have registered; share login details; share the service with an unregistered person; or use the service in a way that we reasonably believe might harm us, others, or our ability to provide the service.

We may: limit how many supporters or account holders you can have; limit the number of invitations you may send; prevent you acting as a supporter or an account holder; or delay, revoke or stop a registration.

10. Service availability

Our communications with you are in English.

We try to ensure that the service is available for normal use 24 hours a day but we shall not be liable if it is unavailable. We may suspend the service temporarily and without notice in the case of system failure, maintenance, repair or for reasons beyond our control.

To use the service, you must have access to the internet and maintain your email account and telephone number.

If your bank is unavailable, then we will be unable to provide you the latest account transactions.

We obtain information related to new account transactions up to four times per day. Your bank will have more up to date information about your bank transactions than we do. You should check with your bank for your latest balance and account transactions before you make any decisions.

If you are an account holder, you will need to reconfirm with your bank every three months that you wish to continue to use the service. You can do this through our website. We shall remind you and your supporters when you need to reconfirm.

Banks that can connect to the service are listed on our website: https://www.hopemacy.com/bank-list.html.

11. Security

When you register with us you choose a password to access the service. You are responsible for maintaining the confidentiality of your password. If you become aware of any unauthorised access to the service, you must notify us and you should change your password immediately. You are solely responsible for all activities that occur with the use of your password.

You, or any other concerned person, can email us to remove an account holder or a supporter. If we receive an email instruction from a person expressing concerns about an account holder or supporter, we shall review the instruction before acting upon it. If we remove an account holder or a supporter from our service, we will notify them.

12. Fees

There are no fees if you are an account holder and not a supporter. During registration you may be asked to enter a code that would have been sent to you by one of our partner companies, if you have such a code enter it during the registration process and you will not incur any fees from us provided the code remains valid.

If you are a supporter you can choose one of two price plans:

  • A Standard price plan where you pay £2.95 per month. You can support at most one other account holder and can yourself be an account holder; or
  • An Extended price plan where you pay £4.95 per month. You can support up to five other account holders and can yourself be an account holder.

There is an initial 21-day free period which begins when a fee would otherwise become due. If you continue with the service after the free period ends, then the fees for the first month are calculated pro-rata. We shall let you know when the free period ends.

Once paid, a monthly fee is not refundable except as set out in sections 15 and 16.

13. Consumer Contract Regulations 2013

The maximum fee that you will pay to use the service is £2.95 per month for the Standard price plan or £4.95 per month for the Extended price plan.

Our contact details are on our website www.hopemacy.com on the About webpage.

We provide a free period for using our service during or after which you can terminate with no liability. This meets our obligations to give you a right to cancel under the Consumer Contract Regulations 2013.

14. Payments of monthly fees

With your agreement, we take any recurring fees which are due for the service using major credit or debit cards.

Payments are processed by our third-party payment partner. We do not see or store your card details. Our partner is certified by the card schemes as having secure systems with which to process your card using encrypted payment mechanisms.

Card payments are subject to authorisation by your card issuer. We will check your card details when you provide them by getting an authorisation for no value. We will only debit your card when you have started to use the service in the way specified above.

15. Stopping your use of our service

You can stop using our service whenever you want.

We may stop you from using the service immediately if you fail to follow any term of this agreement including non-payment of fees, if we consider you are dishonest towards us, if we consider you are a risk to us or other users of our service, or if we consider the service is not suitable for you.

We may also terminate the service for any other reason by giving you at least two months’ written notice. If we terminate in this way, or if we discontinue the service for any reason other than any legal requirement, we will refund you the relevant proportion of your fee.

If we are unable to make contact with you using your email account or telephone number, we reserve the right to suspend your account.

16. Effect of stopping your service

When the service has been stopped: you will no longer be able to view your bank transactions using the service; you will no longer receive email alerts; and we will remove all data relating to you from our systems, other than data we may need to retain for legal reasons or other statutory purposes.

If we stop the service for our convenience or because we do not consider use of the service is suitable for you, we will refund to your payment card the relevant portion of any prepaid fee remaining.

17. Changes to the agreement

We may change the terms of this agreement. If this is due to a change in the law we will give you as much notice as possible. Otherwise, we will notify you at least eight weeks before the change.

If you do not agree with these changes, then you must delete your registration within five weeks of receiving notification of the change. If you do not delete your registration, we shall be entitled to assume you have agreed to the change.

18. Help

If you need help with the service, you can email us at support@hopemacy.com. We aim to respond to all emails within 48 working hours.

19. Privacy and transactions

By using the service, you agree that you are the legal owner of and entitled to access your bank account transactions and that you have the authority to appoint, and do expressly appoint, us and our partners and/or any relevant third party providers as your agent to access and retrieve such transactions on your behalf and for the use of any supporters as indicated in this agreement.

Our policies relating to how we use your personal data can be found in our privacy policy.

20. Disputes

If you have any complaint about us or our service, please email us at support@hopemacy.com. If you and we cannot resolve a dispute using our internal complaint handling procedure within 28 days, we will let you know this.

If you disagree with the decision we make, you can refer the matter to the Financial Ombudsman Service free of charge. It provides a way of resolving disputes if you are unhappy with something we have done. Details are available from us on request or you can get further information at www.financial-ombudsman.org.uk.

If your complaint relates to how we have managed your information, you may also contact the Information Commissioners Office at https://ico.org.uk/make-a-complaint/.

21. Things outside our reasonable control and liability

We will not be liable to you if we are prevented from or delayed in performing our obligations under this agreement, or from carrying on business, by an event of force majeure. Where there is an event of force majeure, we shall notify you giving full particulars of the event and how it will affect our service.

The provisions relating to warranties, liability and intellectual property as set out in our website terms of use shall also apply to these service terms of use.

22. Exclusions

If any of the following apply you must not register, or if you have already registered you must delete your registration immediately: you are a citizen or a permanent resident of Canada or the United States of America; you are bankrupt; you are subject to a debt relief order, an individual voluntary arrangement, trust deed or debt arrangement scheme; or you have had a conviction for domestic abuse or domestic violence.

23. The country laws that apply to disputes

These service terms of use, their subject matter and their formation, are governed exclusively by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

24. Transfer of this agreement

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the agreement.

Copyright (c) Hope Macy Ltd 2019-2023

01 December 2023