Terms and Conditions

2.1 What we provide

WorryLess Ltd provides access to Ivy, a voice-first AI assistant designed to support older adults with: the assessment of suspicious messages and potential scam communications; step-by-step guidance on digital tasks including NHS App, online banking navigation, WhatsApp, and email; login and account recovery assistance; TV, broadband, and device setup guidance; and trusted contact escalation where Ivy identifies a situation warranting it.

2.2 What we do not provide

The Service is a consumer digital assistance product. It is not any of the following, and must not be relied upon as such:

• A professional advisory service of any kind, including legal, financial, medical, or cyber-security advice;
• A fraud investigation or prevention service guaranteed to detect every scam, phishing attempt, or fraudulent communication;
• A substitute for human judgment, professional consultation, or contact with official bodies (including Action Fraud, banks, HMRC, or the NHS);
• An emergency response service — in emergencies, users must contact 999;
• A service providing binding determinations about the safety or legitimacy of any communication.

2.2a Technical requirements

To use the Ivy application you will need: a compatible smartphone running iOS 16 or later (iPhone) or Android 10 or later; an active internet connection (Wi-Fi or mobile data); and sufficient device storage to install the application. The worryless.online website is accessible on any modern browser with JavaScript enabled. WorryLess Ltd does not apply digital rights management (DRM) restrictions to the Service. We will provide reasonable notice of any material change to compatibility requirements.

2.3 Service standards

We will supply the Service with reasonable care and skill, as required by section 49 of the Consumer Rights Act 2015. We will take reasonable steps to ensure Ivy's guidance is accurate and helpful. We cannot and do not warrant that every response will be correct — see Clause 3.

3.1 Ivy is an AI assistant, not an authority

Ivy's responses are generated by an artificial intelligence language model. AI systems produce outputs based on statistical patterns in training data, probabilistic inference, and contextual information provided in each conversation. Accordingly:

• Ivy's assessments constitute opinions, not verified statements of fact. When Ivy assesses a communication as suspicious or legitimate, that assessment reflects a probabilistic judgment and does not constitute a verified finding;
• Ivy's Guidance is fallible. Ivy may assess a fraudulent communication as legitimate, or a legitimate communication as suspicious. WorryLess Ltd makes no representation that Ivy achieves or will achieve any particular level of accuracy;
• Ivy's Guidance does not constitute professional, legal, financial, medical, or cyber-security advice and carries no official weight or legal standing;
• No professional or advisory relationship is created between the Ivy User or Subscriber and WorryLess Ltd by reason of using the Service.

3.2 Limitations specific to scam detection

Scam and fraud techniques evolve continuously. Ivy's ability to identify suspicious communications is subject to the following inherent limitations, which you accept by using the Service:

• Ivy cannot verify the identity of a message sender, the authenticity of a phone number or email address, or whether a website or link is genuinely operated by the organisation it claims to represent;
• Ivy's training data has a knowledge cutoff and may not reflect the latest scam techniques, newly registered fraudulent domains, or current fraud campaigns at the time of use;
• Ivy assesses communications based on the information provided to it — if a user describes a communication incompletely or inaccurately, Ivy's assessment will reflect those limitations;
• Sophisticated social engineering attacks, particularly those that mimic legitimate communications closely, may not be identified as suspicious by Ivy;
• Ivy does not have access to real-time fraud databases, banking records, or law enforcement intelligence.

3.3 The user remains the decision-maker

Ivy provides information and guidance. The decision whether to act on that guidance rests entirely with the Ivy User and the Subscriber. WorryLess Ltd does not make decisions on behalf of users, does not take action on behalf of users, and is not responsible for the consequences of decisions made by users in reliance on Ivy's Guidance.

3.4 Ivy cannot replace professional advice

Where a situation involves a significant financial transaction, a potential crime, legal rights, medical conditions, or any other matter of material consequence, the user should seek independent professional advice — from a bank, solicitor, GP, or relevant authority — regardless of what Ivy has said. Ivy is a supportive tool, not a professional adviser. No professional relationship is created between the user and WorryLess Ltd by use of the Service.

3.5 Escalation does not guarantee protection

Where Ivy escalates a situation to a Trusted Contact, that escalation is a notification feature — it is not a guarantee that the Trusted Contact will be reached in time, that the situation will be resolved, or that harm will be prevented. The escalation mechanism is subject to the availability of network connectivity, the accuracy of contact details provided, and the responsiveness of the Trusted Contact.

4.1 Who may subscribe

To subscribe to the Service, you must: be aged 18 or over; be resident in the United Kingdom; have legal capacity to enter into a binding contract; and provide accurate and complete information during registration. By registering, you confirm that these requirements are met.

4.2 Account security

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately at support@worryless.online if you suspect any unauthorised access to your account. We are not liable for any loss resulting from unauthorised use of your account where you have failed to take reasonable steps to protect your credentials.

4.3 Accuracy of information

You must ensure that the information you provide during registration — including the name and contact details of the Ivy User and any Trusted Contacts — is accurate and kept up to date. We are not responsible for failures in the Service resulting from inaccurate or outdated information provided by you, including failed escalation alerts caused by incorrect contact details.

4.4 One account per subscription

Each Standard subscription covers one Ivy User. The Family subscription covers a maximum of two (2) Ivy Users as set out in the plan description on worryless.online at the time of subscription. Subscription credentials must not be shared with individuals outside the designated user configuration.

5.1 Plans and pricing

WorryLess Ltd currently offers the following subscription plans:

Prices are inclusive of VAT at the applicable rate. We reserve the right to change our pricing with not less than 30 days' written notice by email before any price increase takes effect. Your continued use of the Service after the effective date of a price change constitutes acceptance of the new price. If you do not accept the new price, you may cancel in accordance with Clause 6 before the change takes effect.

5.2 Payment and auto-renewal

Subscription Fees are payable monthly in advance, charged on the same date each month from the Commencement Date. Payment is processed by Stripe on behalf of WorryLess Ltd. Your subscription renews automatically at the end of each billing period unless cancelled in accordance with Clause 6. By subscribing, you authorise Stripe to charge your payment method on a recurring monthly basis.

5.3 Failed payments

If a payment fails, we will notify you by email and attempt to collect payment again within 3 days. If payment is not received within 7 days of the original due date, we may suspend access to the Service until outstanding amounts are paid. We are not liable for any loss suffered by the Ivy User during a period of suspension caused by non-payment.

5.4 App Store purchases

Where you purchase or manage your subscription through the Apple App Store or Google Play Store, payment terms, renewal, and refund rights are governed by Apple's or Google's terms, as applicable, rather than this clause. In that case, please refer to the App Store's subscription management settings to cancel. We have no ability to process refunds for App Store purchases.

6.1 Your right to cancel — cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a new subscription within 14 days of the Commencement Date (the ‘cancellation period’) without giving any reason. However, by ticking the relevant confirmation during sign-up, you acknowledge that you are requesting that the Service commence immediately — meaning that if you exercise your right to cancel within 14 days, you will be charged a pro-rata amount for the days on which the Service was available to you. Any amount paid above that pro-rata charge will be refunded within 14 days of your cancellation.

6.2 Ongoing cancellation rights

After the 14-day cancellation period, you may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period. You will not receive a refund for any partial month after cancellation, except where cancellation is a result of a material breach by WorryLess Ltd or a material change to these Terms.

6.3 Refunds for service failure

If the Service fails to conform to these Terms — for example, if it fails to operate for a material period during your subscription — you are entitled to request a repeat performance of the affected service or, where repeat performance is not possible or is not carried out within a reasonable time, a price reduction. Please contact support@worryless.online to raise a service failure claim.

6.4 Waitlist offer

Where a discount was offered as part of a waitlist promotion, that discount applies for the promotional period stated at the time of sign-up. Upon expiry of the promotional period, the standard subscription price applies. You will be notified by email at least 14 days before any such change takes effect.

7.1 Permitted use

The Service is provided for personal, non-commercial use in connection with the support of older adults with digital tasks and scam protection. Any other use requires our prior written consent.

7.2 Prohibited conduct

You must not, and must ensure that the Ivy User does not:

• Use the Service for any unlawful purpose or in contravention of applicable law;
• Attempt to reverse-engineer, decompile, or extract the source code, model weights, or underlying AI systems of the Application;
• Use automated means to access the Service or generate volume requests beyond normal personal use;
• Deliberately input false, misleading, or fabricated information into Ivy for the purpose of generating harmful or misleading outputs;
• Use the Service to harass, intimidate, or cause distress to any person;
• Share account credentials with unauthorised third parties;
• Attempt to circumvent any security, authentication, or access control mechanism of the Service;
• Use the Service to monitor, surveil, or control the Ivy User without their knowledge and consent — see also Clause 10.4.

7.3 Consequences of breach

Breach of this clause may result in immediate suspension or termination of your subscription in accordance with Clause 15.2, without prejudice to any other rights or remedies available to us.

8.1 Our intellectual property

All intellectual property rights in the Application, the Ivy system (including its underlying AI models, prompts, and architecture), the worryless.online website, and all content and materials produced by WorryLess Ltd are owned by or licensed to WorryLess Ltd. Nothing in this Agreement transfers any intellectual property rights to you.

8.2 Licence to use

Subject to your compliance with this Agreement and payment of the applicable Subscription Fee, we grant you a personal, non-exclusive, non-transferable, revocable licence to use the Application and Service for the purposes and within the parameters set out in this Agreement. This licence terminates automatically upon cancellation or termination of your subscription.

8.3 Your content

You retain ownership of any content you or the Ivy User input into the Service. By using the Service, you grant WorryLess Ltd a limited licence to process that content for the purposes of providing the Service, as described in the Privacy Policy. You warrant that you have the right to provide any content you input into the Service.

9.1 AI and infrastructure providers

Ivy is powered by OpenAI's API. The Application's backend is hosted by Convex. These third-party services are essential to the operation of Ivy. WorryLess Ltd is not responsible for failures, errors, or outages attributable to these providers, except to the extent that we have failed to select a provider exercising reasonable care, or have failed to maintain appropriate contractual safeguards. Any interruption in the Service caused by OpenAI or Convex will not constitute a breach of this Agreement, provided we take reasonable steps to restore service promptly.

9.2 App Store platforms

The Application is distributed through the Apple App Store and Google Play Store. Apple Inc. and Google LLC are third-party beneficiaries of this Agreement to the extent required by their respective platform terms. In the event of any conflict between this Agreement and the App Store terms (for example, regarding subscription management or in-app purchase refunds), the App Store terms prevail in relation to that specific matter.

9.3 Third-party links and services

Ivy may, in the course of providing Guidance, refer users to third-party websites, telephone numbers, or services (for example, Action Fraud, bank helplines, or HMRC's official contact details). WorryLess Ltd does not endorse, warrant, or assume responsibility for any third-party content, service, or outcome. Users access such third-party resources at their own risk.

10.1 Availability

We aim to make the Service available 24 hours a day, 7 days a week, but we do not guarantee uninterrupted availability. The Service may be temporarily unavailable due to scheduled maintenance, emergency maintenance, third-party service failures, or circumstances beyond our reasonable control. We will provide reasonable advance notice of planned maintenance where practicable.

10.2 Changes to the Service

We may update, modify, or enhance the features of the Service from time to time. Where a change materially reduces the functionality available to you under your current subscription plan, we will provide not less than 30 days' advance notice by email. You may cancel your subscription without penalty if you do not accept a material reduction in functionality. Minor changes, improvements, and bug fixes do not require prior notice.

10.3 Changes to these Terms

We may update these Terms and Conditions from time to time. Where we make material changes — including any changes to Clauses 3, 11, or 12 — we will provide not less than 30 days' advance notice by email before the change takes effect. Continued use of the Service after the effective date of material changes constitutes acceptance. If you do not accept material changes, you may cancel in accordance with Clause 6 before they take effect, in which case no early termination charge applies.

10.4 Ethical use safeguard

WorryLess Ltd reserves the right to refuse to provide the Service, or to suspend an account, where we have reasonable grounds to believe the Service is being used to surveil or control the Ivy User without their genuine informed consent. We treat such situations as a safeguarding matter.

11.1 Liabilities we do not exclude or limit

Nothing in this Agreement limits or excludes our liability for:

• Death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors;
• Fraud or fraudulent misrepresentation by us;
• Any breach of the obligations implied by sections 49 to 51 of the Consumer Rights Act 2015 (digital services supplied with reasonable care and skill, fit for purpose, and matching their description), to the extent that those rights cannot lawfully be limited;
• Any other liability which cannot be limited or excluded by law.

11.2 Categories of loss we exclude

Subject always to Clause 11.1, and to the fullest extent permitted by the Consumer Rights Act 2015 and any other applicable law, we exclude liability for:

• Any indirect or consequential loss — including loss of profit, loss of business, loss of opportunity, or reputational damage — whether arising from contract, tort, breach of statutory duty, or otherwise;
• Any loss arising from your or the Ivy User's reliance on Ivy's Guidance where that reliance was not reasonable in the circumstances, for example where independent verification was practicable and would have prevented the loss;
• Any loss arising from your failure to follow Ivy's recommendation to seek professional advice, contact official bodies, or avoid taking an action Ivy identified as potentially risky;
• Any loss arising from a failure of Ivy to identify a scam or fraudulent communication — see Clause 12 for the specific scam disclaimer;
• Any loss arising from third-party actions, including the actions of fraudsters, scammers, and criminals, even where those actions are the subject of a conversation with Ivy;
• Any loss arising from unavailability of the Service due to planned maintenance, third-party infrastructure failure, or circumstances outside our reasonable control;
• Any loss arising from inaccurate or incomplete information provided to Ivy by you or the Ivy User.

11.3 Cap on our liability

Subject to Clause 11.1, our total aggregate liability to you under or in connection with this Agreement — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — shall not exceed the total Subscription Fees paid by you in the 12 months immediately preceding the event giving rise to the claim.

This cap is assessed per Subscriber. Where multiple claims arise from the same or related circumstances, they shall be treated as a single claim for the purposes of this cap.

11.4 Proportionality and fairness

The limitations in Clauses 11.2 and 11.3 reflect: the nature of AI-generated guidance as probabilistic and advisory rather than authoritative; the subscription price paid, which is calibrated for a consumer digital assistance service and not for professional advisory liability; and the fact that independent verification of important decisions remains practicable and is always recommended. We consider these limitations to be fair and reasonable in the context of this Agreement.

12.1 No warranty against scam losses

WorryLess Ltd does not warrant, guarantee, or represent that use of the Service will prevent the Ivy User from being scammed, defrauded, or otherwise deceived. No such warranty is given, expressly or by implication. The Service is designed to reduce the risk of scam victimisation by providing a second opinion and guided reflection — it is not an insurance policy, fraud prevention guarantee, or infallible detection system.

12.2 No liability for scam losses

Subject to Clause 11.1, WorryLess Ltd accepts no liability for any financial loss, psychological harm, or other damage suffered by the Ivy User, the Subscriber, or any other person arising from:

• A scam, phishing attack, fraud, impersonation, or other deceptive communication, whether or not the relevant communication was discussed with Ivy;
• Ivy incorrectly assessing a fraudulent communication as legitimate;
• Ivy incorrectly assessing a legitimate communication as suspicious, where the Subscriber or Ivy User acts on that assessment to their detriment;
• The Ivy User acting contrary to Ivy's Guidance — including proceeding with a transaction or action that Ivy identified as potentially fraudulent or suspicious;
• The Ivy User or Subscriber acting on Ivy's Guidance without independent verification of a communication's authenticity, where such verification was reasonably practicable.

12.3 Inaccurate information generated by Ivy

Ivy's responses are generated by AI and may occasionally be factually inaccurate, out of date, or contextually inappropriate. Subject to Clause 11.1, WorryLess Ltd accepts no liability for loss arising from the Ivy User or Subscriber acting on inaccurate information generated by Ivy, except where that inaccuracy constitutes a failure to provide the Service with reasonable care and skill under section 49 of the Consumer Rights Act 2015 and causes direct, foreseeable loss to you.

Where you believe Ivy has provided materially inaccurate information, please report it to support@worryless.online.

The collection and processing of personal data in connection with the Service is governed by our Privacy Policy, available at worryless.online/privacy. By subscribing, you acknowledge that you have read and understood the Privacy Policy.

Where you provide us with the personal data of the Ivy User or Trusted Contacts, you confirm that you have: (a) informed those individuals that their data will be provided to WorryLess Ltd for the purposes described in the Privacy Policy; and (b) obtained any necessary consent from those individuals. WorryLess Ltd processes such data as a data controller in accordance with UK GDPR and the Data Protection Act 2018.

In the event of any conflict or inconsistency between these Terms and the Privacy Policy in relation to data protection matters, the Privacy Policy prevails.

15.1 Termination by you

You may terminate this Agreement at any time by cancelling your subscription in accordance with Clause 6. Termination takes effect at the end of the current billing period.

15.2 Termination by us

We may suspend or terminate your access to the Service immediately, with written notice by email, if:

• You are in material breach of this Agreement and (where the breach is capable of remedy) you have failed to remedy it within 14 days of written notice from us;
• You fail to pay the Subscription Fee and payment is not made within 7 days of our payment reminder;
• We have reasonable grounds to believe the Service is being used for unlawful purposes or in a manner that poses a risk to the safety or wellbeing of any person;
• We are required to do so by applicable law or regulatory authority.

15.3 Effect of termination

Upon termination: your right to access the Service ceases immediately (or at the end of the billing period in the case of cancellation under Clause 6.2); any outstanding Subscription Fees for the period of access remain payable; and we will handle your personal data in accordance with the Privacy Policy. Clauses 3, 8.1, 11, 12, 13, and 18 survive termination.

16.1 Internal complaints procedure

If you have a complaint about the Service, please contact us in the first instance at support@worryless.online. We aim to acknowledge complaints within 2 working days and to provide a substantive response within 10 working days. We take all complaints seriously and will attempt to resolve them fairly and promptly.

16.2 Alternative dispute resolution

If we are unable to resolve your complaint through our internal procedure, you may be entitled to refer the matter to an approved Alternative Dispute Resolution (ADR) provider. WorryLess Ltd is not currently a member of a certified ADR scheme. If we cannot resolve your complaint, we will confirm this in writing and indicate whether we are willing to engage with a specific ADR provider on an ad hoc basis. This does not affect your right to pursue the matter through the courts.

16.3 Your statutory rights

Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection law. You may also seek assistance from Citizens Advice (citizensadvice.org.uk) or the Competition and Markets Authority (gov.uk/cma).

17.1 Entire Agreement

This Agreement (including the Privacy Policy) constitutes the entire agreement between you and WorryLess Ltd in relation to the Service and supersedes all prior discussions, representations, and agreements. No statement made during any sales process shall be incorporated into this Agreement unless confirmed in writing by WorryLess Ltd.

17.2 Severance

If any provision of this Agreement is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible. The remaining provisions shall continue in full force and effect. In particular, if any limitation or exclusion of liability in Clauses 11 or 12 is held to be unenforceable in respect of a particular type of loss, that holding shall not affect the enforceability of any other limitation or exclusion.

17.3 No waiver

Failure by WorryLess Ltd to enforce any provision of this Agreement at any time shall not constitute a waiver of that provision or of any other provision. A waiver of any breach does not constitute a waiver of any subsequent breach.

17.4 Assignment

WorryLess Ltd may assign or transfer its rights and obligations under this Agreement to any successor in business or to any entity acquiring substantially all of our assets, provided that the assignee assumes all obligations under this Agreement. You may not assign or transfer your rights or obligations under this Agreement without our prior written consent.

17.5 Force majeure

WorryLess Ltd shall not be liable for any failure or delay in performance resulting from causes outside its reasonable control, including but not limited to acts of God, pandemic, civil disorder, failure of third-party infrastructure providers (including OpenAI and Convex), cyber-attacks, or failure of telecommunications networks. In such circumstances, the performance of our obligations is suspended for the duration of the relevant event. If the event continues for more than 30 days, either party may terminate this Agreement on 14 days' written notice.

17.6 Notices

Notices under this Agreement shall be sent by email: to you at the email address associated with your account; and to WorryLess Ltd at legal@worryless.online. Notices are deemed received on the next working day after the email is sent, unless a non-delivery notification is received.

17.7 Third-party rights

No third party (other than Apple Inc. and Google LLC to the extent required by their platform terms, as described in Clause 9.2) has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement.

This Agreement is governed by the laws of England and Wales. Subject to your statutory rights as a consumer to bring proceedings in the courts of your country of habitual residence (where different from England and Wales), any dispute arising out of or in connection with this Agreement shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland, you may bring proceedings in the Scottish courts. If you are a consumer resident in Northern Ireland, you may bring proceedings in the Northern Irish courts. Nothing in this clause affects your rights under applicable consumer protection law in your country of residence.