Customer Terms

Last updated: 19 October 2026

These terms apply to companies that subscribe to ExactaPlan. By setting up an account you accept them on behalf of your company.

1. About these terms

These terms are a contract between Empire Technologies Ltd ("we", "us") and the company named on the account ("you"). The person accepting them confirms they are allowed to do so for that company. ExactaPlan is for businesses only: these terms are not for consumers.

They work together with our Privacy Policy, and any order, quote or written special price we agree with you. If those say something different for your account, the specific agreement wins.

2. Your account

  • Accounts are opened by invitation, usually after a demo.
  • Your plan includes unlimited users. The account owner decides who joins and what each role can do, and is responsible for what your users do in ExactaPlan.
  • Keep sign-in details safe and tell us straight away if you think someone has got into your account.

3. Plans and the quote allowance

Plans are priced by the value of quotes your clients accept each month, not by the number of users.

  • A quote counts its value excluding VAT in the calendar month (UK time) your client accepts it. A change order counts the difference it makes.
  • On plans with an allowance, value you don't use rolls over to the next month up to the limit shown for your plan.
  • We never stop your clients accepting quotes. If you go over your allowance we'll let you know, and we may agree with you a move to the plan that fits. A change of plan takes effect from the start of a billing period.
  • What each plan includes (the allowance, AI documents, SMS and storage) is shown in Settings → Plan and may be improved from time to time.

4. Add-ons

  • Some features are paid add-ons, for example the Stock add-on (order requests, goods in, warehouse, the ExactaStock apps) and integrations such as Xero.
  • An add-on runs month to month alongside your plan until you or we cancel it.
  • If an add-on ends, its features stop but its data is kept, and comes back if you take the add-on again.
  • AI documents and SMS beyond your plan's monthly allowance are bought in packs. Packs don't expire; the monthly allowance doesn't carry over. An AI documents balance never goes below zero, so nothing is carried into the next month.

5. Fees and payment

  • Prices exclude VAT, which is added where it applies.
  • Your subscription is billed in advance for each billing period, starting when you first pay.
  • Payments are taken by our payment processor, Stripe. We email your invoices and receipts, and in Settings → Plan → Manage billing you can see them, change your card and cancel.
  • If we agree a special price, it applies for the number of months we agreed (or for as long as you subscribe, if we said so); after that your plan's normal price applies.
  • We may change our prices by giving you at least 30 days' notice before your next billing period.

6. If a payment fails

  • We'll email the account owner. You then have 14 days to update your payment details.
  • If the payment is still outstanding after 14 days, your account is put on hold: you and your team can't use ExactaPlan (on the web, the field app or the ExactaStock apps) until it is paid. Your data is kept.
  • As soon as the payment goes through, your account opens again.
  • If an account stays unpaid for a long period, we may end these terms under section 13.

7. Cancelling

  • The account owner can cancel at any time. Cancellation takes effect at the end of the current billing period, and you keep access until then.
  • We don't refund part-used billing periods, except where the law requires it.
  • Before your account closes you can export your data. After it closes we keep your data for 90 days in case you change your mind, then delete it, except records we must keep by law.

8. Your data

  • The content you and your users put into ExactaPlan (projects, quotes, reports, photos, documents and details of your clients and contacts) is yours.
  • We process it only to provide and support the service, as your processor, in line with our Privacy Policy, and for symbol learning as set out below. You are responsible for having the right to use the personal data you add, including your clients' details.
  • Symbol learning. When your team adds the symbols found on a drawing to a plan, we may keep small pictures of single symbols from it, with your team's answers about them: never the whole drawing, nor where a symbol sits on it. Our staff check them, and only the pictures they approve are used to train our own symbol-recognition model, on our own systems. They are never shown to other customers. On request we stop, for your whole company or for one project, and remove the pictures already kept. If your account is erased, we keep only approved pictures, with nothing linking them to you.
  • We keep regular backups, but you should keep your own copies of anything you can't afford to lose.

9. Using ExactaPlan properly

You agree not to:

  • use ExactaPlan for anything unlawful, harmful or fraudulent;
  • try to get around its security, its limits or another customer's data;
  • resell or give access to people outside your company except through the guest and sharing features it provides; or
  • copy, scrape or reverse-engineer it, or use it to build a competing product.

10. AI features

Some features use artificial intelligence and draw on your company's AI documents. Where we offer a choice of AI, you pick which one runs; each run's price in AI documents is shown before it runs, and a run is charged only when it delivers a result. AI output can be wrong or incomplete: check it before you rely on it, especially in quotes, documents and anything you send to a client. You remain responsible for what you send. The AI may be provided by a third party (such as OpenAI) acting for us.

11. Availability and support

  • We work to keep ExactaPlan available and secure, and to fix problems promptly, but we can't promise it will never be interrupted. We'll try to give notice of planned maintenance.
  • Support is by email and the in-app chat during UK business hours.

12. Ownership of ExactaPlan

ExactaPlan and everything in it, other than your content, belongs to us or our licensors. While you subscribe we give you and your users the right to use it for your business. If you send us ideas or feedback, we may use them freely.

13. Ending these terms

Either of us may end these terms if the other seriously breaks them and doesn't put it right within 30 days of being told. We may also end them, or suspend your account, if fees stay unpaid after your account has been on hold, or if your use puts ExactaPlan, us or other customers at risk.

14. Our liability

  • Nothing in these terms limits liability that can't be limited by law, such as for death or personal injury caused by negligence, or for fraud.
  • We are not liable for loss of profit, revenue, business, contracts or goodwill, or for any indirect or consequential loss.
  • Otherwise, our total liability in any 12 months is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

15. Changes to these terms

We may update these terms. We'll give at least 30 days' notice of changes that materially affect you; if you don't accept them you may cancel before they take effect.

16. Governing law

These terms are governed by the law of England and Wales, and its courts deal with any dispute.

17. Contact

Empire Technologies Ltd. Email support@exactaplan.com.