Terms of service

1. Who these terms apply to

These terms (“Terms”) govern your use of the SureRedact and SurePrepare products, and of the website at surematters.com and any other service we operate in support of them.

“We”, “us” and “our” mean SureMatters Ltd, company number 03724474, registered in England and Wales. “You” means the organisation or individual using the products.

2. The products

SureRedact is software for redacting documents before disclosure. SurePrepare is software for gathering and scoping the material that goes into a disclosure. Both run on your own devices.

Together with any tiers, editions and add-ons we make available from time to time, these are the “Products”.

What each Product does, which tiers exist, what each tier includes, and which operating systems are supported are as published at surematters.com and identified in your order form. Those descriptions change as the software changes. This clause is deliberately short: these Terms govern the relationship between us, not the feature list.

Two things do not change with the software:

• the commitments in §5, which bind us regardless of what we build; and
• your right under §13 to be told before anything material to you changes.

3. Pricing and payment

3.1 The free tier

Where we offer a free tier, it is free to download and use subject to these Terms. Our commitment about what we will not do to it is in §5.5.

3.2 Paid tiers

Prices are as published at surematters.com/pricing and as set out in your order form. Where the two differ, your order form governs your contract.

Pricing is per user with no limit on the number of Matters you may work on. Annual billing is the default.

3.3 Fair use on device count

Each licensed seat is intended for one primary operator. We apply an honour-system fair-use posture to the number of devices a seat is used from, and we will contact you before taking any action if usage suggests a seat is being shared across a team.

There are no hard caps that block your workflow, and we do not lock seats to specific devices.

3.4 Billing and invoicing

Invoices are payable within the period stated on the invoice. We retain invoice records for seven years to meet HMRC requirements.

3.5 Refunds

We offer a full refund within 30 days of an initial paid contract, without question. After 30 days, refunds are at our reasonable discretion and follow the process in §11.

4. Licence grant

Subject to your compliance with these Terms and payment of any applicable fees, we grant you a non-exclusive, non-transferable, non-sublicensable, revocable licence to install and use the products.

You may not:

• reverse-engineer, decompile or disassemble the products, except so far as the law expressly permits;
• modify, distribute, sublicense, sell, lease or rent the products or any part of them;
• remove, alter or obscure any proprietary notices in the products;
• use the products to break the law, infringe anyone’s rights, or process personal data unlawfully;
• circumvent any technical measure we apply to enforce these Terms, including licence verification.

We may revoke the licence, without refund of amounts already accrued, if you materially breach these Terms and do not remedy the breach within 30 days of written notice.

5. Trust commitments

The following commitments form part of these Terms and bind us contractually. They are not marketing statements.

5.1 Your documents stay inside your own boundary

We do not send your documents — your records, your scope, your decisions log, the Matters you prepare, or your disclosure packs — to OpenAI, Anthropic, Google, AWS Bedrock, Azure OpenAI, or any other third-party artificial-intelligence service, under any tier or any add-on.

SureRedact and SurePrepare run on your own devices. Where a SurePrepare connector requires a deployed helper service, it runs in your own cloud under your own credentials. Your documents do not transit our infrastructure.

5.2 The operator makes every final redaction decision

There is no autonomous final redaction. Every applied redaction is the result of an explicit operator action, recorded in an append-only decisions log.

5.3 You control what leaves your machine

Today the Products transmit nothing to us except an error report when something goes wrong, and you can switch that off — you are asked on first run, and it can be changed in Settings at any time. Operational records stay on your own machine, where you can see them and clear them.

If we ever transmit anything else, a real off-switch will exist before we do. There will be no paid-feature gating attached to it, no trade in which leaving it on suppresses prompts or unlocks anything, and no design intended to discourage you from using it. We honour the choice on every tier.

5.4 We label our own use of AI assistance

Where our customer-facing work — support replies, website pages, blog posts, release notes, policy documents — has been drafted with AI assistance, we say so, and a named person reviews it.

5.5 The free tier stays genuinely free

Where we offer a free tier, we do not introduce volume gating, time-limited trials, document-count caps, or watermarks on it, and we do not withdraw capability from it to make a paid tier more attractive.

5.6 Changing these commitments

We will not silently withdraw any commitment in §5.1 to §5.5. A material change to their substance requires a notice on our website at least 30 days before it takes effect, a direct email to current customers, and the right for you to terminate and receive a pro-rata refund.

These commitments are not tied to any particular version of the Products. They apply to whatever we ship, and they survive changes to tiers, features, pricing and platforms.

6. Software updates

We sign every release we publish, so that your operating system can confirm the software came from us and has not been altered.

You choose when to update. The Products do not update themselves; you download a new version when you decide to.

Where a release changes how the software identifies material for your review, it is published with a changelog saying so.

Changes to the file formats the Products produce preserve backwards compatibility for at least one prior version. A breaking change to a published format requires a major version and a transition period.

7. Your data and privacy

7.1 Privacy Notice

Our processing of personal data is governed by the Privacy Notice, which forms part of these Terms.

7.2 Telemetry

We do not currently operate a telemetry service. Where the Products record operational information, it stays on your own machine and you can see it there.

The only thing transmitted to us is an error report when something goes wrong, and you can switch that off, per §5.3. What we would collect if that ever changed is described at surematters.com/telemetry, and it would change under §13.

7.3 Data subject requests

If you receive a request from an individual relating to data we process on your behalf, contact privacy@surematters.com. We will support you in responding, on the terms of our data processing agreement.

8. Limitation of liability

To the extent the law permits, our total liability to you under or in connection with these Terms is limited to the amounts you paid us in the twelve months before the event giving rise to the liability.

We are not liable for indirect, incidental, special, consequential or punitive damages, including loss of profits, loss of business opportunity, or loss of data.

Nothing in these Terms excludes or limits our liability for fraud or fraudulent misrepresentation, for death or personal injury caused by our negligence, or for any other liability that cannot lawfully be excluded.

9. Warranties and disclaimers

We warrant that the products will substantially conform to their published documentation.

We do not warrant that the products will meet your particular requirements, that they will operate without interruption, or that they will detect every item you may wish to redact. The products surface candidates for your decision; the decision, and the disclosure, remain yours.

Except for the warranties in this section and the commitments in §5, the products are provided “as is”, and to the extent the law permits we exclude all other warranties, conditions and terms implied by statute or common law.

10. Use of our website

Visiting surematters.com is governed by these Terms. You may not:

• attempt to compromise the security or availability of the site or its infrastructure;
• scrape, copy or republish the site’s content beyond what copyright law permits;
• submit false information through our forms;
• use the site to send unsolicited messages or to phish.

We may suspend access in response to any of the above without notice.

11. Disputes

If a dispute arises, both parties will first attempt to resolve it directly and in good faith over a period of 30 days. If it remains unresolved, the parties will attempt mediation before commencing proceedings.

12. Governing law

These Terms are governed by the law of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

13. Changes to these Terms

We update these Terms when our products, pricing or commercial position change. A material change — one that reduces your rights or increases your obligations — is notified on our website at least 30 days before it takes effect, and by email to current customers. Editorial changes are made in place and recorded below.

Change history

14. Contact

• General questions: hello@surematters.com
• Billing: billing@surematters.com
• Legal questions: legal@surematters.com
• Data protection: privacy@surematters.com

SureMatters Ltd, company number 03724474, registered in England and Wales.

Registered office: Ground Floor, 108–112 Main Road, Sundridge, Sevenoaks, TN14 6ES.