Terms and conditions

1. Who we are

Vookeeper is operated by Vookeeper Ltd.

Registered office: 85 Great Portland Street, London, United Kingdom, W1W 7LT

Company number: 14351855

Email: contact@vookeeper.co.uk

Website: vookeeper.co.uk

In these Terms, “Vookeeper”, “we”, “us” and “our” mean the Vookeeper business named above. “You” and “your” mean the business, organisation or individual using our website, portal or services.

2. These Terms are for business clients

Vookeeper provides bookkeeping services to businesses. Our services are intended for business users, including sole traders, partnerships, limited companies and other commercial organisations.

By purchasing a plan, creating an account or using our services, you confirm that you are acting for business purposes and that you have authority to bind the relevant business.

Our website is not intended for use by children or by individuals seeking personal consumer services.

3. Other terms that may apply

These Terms should be read together with:

• our Privacy Policy
• any service plan, pricing page or checkout terms shown on our website
• any written onboarding confirmation or service agreement we issue to you
• any third-party terms that apply to tools used in connection with the services, such as accounting software, payment providers, identity verification providers or document management platforms.

If there is a conflict between these Terms and a specific service agreement signed or accepted by both parties, the specific written agreement will take priority for that engagement.

4. What Vookeeper does

Vookeeper provides bookkeeping and related support services for small businesses. Depending on the plan or add-on you choose, services may include:

• processing purchase invoices, receipts and sales transactions
• bank transaction coding and reconciliation
• maintaining bookkeeping records in supported accounting software
• routine bookkeeping reviews
• monthly or periodic bookkeeping summaries
• bookkeeping queries and administrative support
• document collection and organisation
• optional add-ons shown on our website or agreed with you in writing.

The exact services included in your plan are those displayed on our website, checkout page, proposal, onboarding confirmation or written engagement terms at the time you purchase or agree to the service.

5. What Vookeeper does not do

Our bookkeeping services do not include:

• statutory accounts preparation
• corporation tax, income tax or VAT filing
• audit, assurance or regulated investment advice
• legal advice
• tax planning or tax advisory work
• insolvency advice
• company secretarial services
• making business decisions on your behalf
• approving payments from your bank account
• acting as your agent with HMRC, Companies House or any other authority
• guaranteeing that your records are sufficient for tax filing, audit, financing, due diligence or regulatory purposes.

We may identify issues or inconsistencies while doing bookkeeping work, but we are not responsible for detecting fraud, errors, unlawful activity, tax underpayments or regulatory breaches.

6. Plans, transaction allowances and add-ons

Vookeeper offers monthly bookkeeping plans based on transaction volume. A “transaction” generally means a bookkeeping item that requires processing or review, such as a bank line, invoice, bill, receipt, payment, transfer, refund, adjustment or other accounting entry.

Your plan includes a monthly transaction allowance. If your number of transactions exceeds the allowance, you will need to move to a higher plan or we may:

• charge additional fees
• pause the work until the plan or fee issue is resolved
• propose a custom plan for higher-volume or more complex businesses.

Where a plan says “up to” a certain number of transactions, it does not mean we must process unlimited complexity within that transaction count. A lower transaction count may still require a higher plan or custom pricing if the bookkeeping is unusually complex, disorganised, urgent or outside standard scope.

Optional add-ons are charged separately.

7. Onboarding and acceptance

Purchasing a plan or completing checkout does not automatically mean we have accepted you as a client.

Our acceptance of your engagement is subject to:

• receiving the information we need to understand your business
• confirming that your business is within our service scope
• receiving access to the relevant accounting software, records and documents
• confirming that your selected plan is suitable.

We may decline, pause or cancel onboarding if the work is outside our scope, if we identify unacceptable risk, or if you do not provide the information we reasonably request.

8. Your responsibilities

You are responsible for:

• giving us complete, accurate and timely information
• ensuring your accounting records, bank feeds, receipts, invoices and supporting documents are made available to us
• ensuring we have appropriate access to the accounting software and systems needed to perform the services
• responding promptly to bookkeeping queries
• reviewing the work, reports and summaries we provide
• telling us promptly if anything appears wrong, incomplete or unclear
• keeping your own business records as required by law
• ensuring your business meets its tax, accounting, filing, regulatory and payment deadlines
• keeping your portal login details secure
• ensuring that anyone you invite to your account or portal has authority to act for your business.

You remain responsible for the accuracy and completeness of your business records and filings, even where we assist with bookkeeping.

9. Deadlines and turnaround times

We aim to provide bookkeeping in a timely and organised way. Any turnaround times shown on our website are estimates unless expressly agreed as firm deadlines in writing.

Our ability to meet deadlines depends on you providing complete information, access and responses on time. We are not responsible for delays caused by:

• missing or inaccurate information
• late document uploads
• unresolved bookkeeping queries
• delayed access to software or bank feeds
• third-party platform issues
• payment issues
• circumstances outside our reasonable control.

If urgent work is requested, we may charge an additional fee or decline the urgent request if we cannot reasonably accommodate it.

10. Client portal and online account

We provide a client portal for onboarding, document upload, messages, billing, service updates and other account functions.

You must keep your login details secure and must not share access with unauthorised people. You are responsible for activity carried out through your account unless caused by our failure to use reasonable care.

You must notify us promptly if you suspect unauthorised access, compromised credentials or incorrect permissions.

We may suspend portal access if we reasonably believe there is a security risk, misuse, unpaid fees, unlawful activity or breach of these Terms.

11. Documents, attachments and secure communications

You should use the client portal or any other secure method for sharing sensitive financial, identity or business documents.

We may communicate with you by email, client portal and other ordinary business communication methods. Email is a common and accepted way to communicate with clients, and we may use it for general service messages, bookkeeping queries, updates, invoices and routine document requests.

For particularly sensitive documents, such as identity documents, payroll records, bank statements, large data exports or documents containing substantial personal or financial information, we may ask you to use the client portal or another secure method we provide.

If you choose to send sensitive documents by email, you acknowledge that ordinary email may carry some security risks, including misdirection, unauthorised access, phishing or interception. We will use reasonable care when handling emails and attachments we receive, but you are responsible for checking recipient details before sending sensitive information to us.

We may refuse to open links, attachments or files that we reasonably consider suspicious, unsafe or unrelated to the services.

12. Subcontracted bookkeepers

Vookeeper provides bookkeeping services through trained subcontracted bookkeepers engaged by Vookeeper. These subcontractors carry out the bookkeeping work on behalf of Vookeeper and are required to follow our processes, confidentiality requirements, data protection standards and service quality expectations.

Our bookkeepers are currently based in the Philippines. By using our services, you acknowledge that your business records and related personal information may be accessed by our Philippines-based subcontracted bookkeepers for the purpose of providing the bookkeeping services.

Vookeeper remains responsible to you for the services provided under your plan, including work carried out by our subcontracted bookkeepers. We take reasonable steps to ensure that subcontractors only access the information needed to perform their work and that appropriate confidentiality, security and data protection safeguards are in place.

Further details about how we handle personal information, overseas access and international data transfers are set out in our Privacy Policy.

13. Fees, billing and payment

Fees are payable as shown on our website and checkout page.

Unless stated otherwise:

• monthly plan fees are charged in advance
• add-ons, excess transactions, catch-up work and out-of-scope work may be charged separately
• prices exclude VAT unless stated otherwise
• payment is collected using our payment provider
• you authorise us and our payment provider to collect recurring payments for your selected plan.

You must keep your billing details up to date.

If payment fails, we may retry payment, contact you for updated payment details, pause services, restrict portal access, charge reasonable recovery costs, or terminate the service if the issue is not resolved.

14. Price changes

We may change plan prices, add-on fees or service scope from time to time.

Where a price change affects an active subscription, we will give you reasonable notice before the change takes effect, unless the change is due to tax, regulatory, third-party cost or scope changes that require earlier adjustment.

If you do not agree to a material price change, you may cancel your subscription before the new price applies.

15. Cancellations

You may cancel your monthly plan by giving notice through the method stated on our website, portal or engagement terms.

Unless stated otherwise, cancellation takes effect at the end of your current paid billing period. We do not usually provide partial refunds for unused parts of a billing period, unless required by law or expressly agreed in writing.

You remain responsible for fees incurred before cancellation, including unpaid plan fees, add-ons, excess usage and out-of-scope work.

16. Refunds

Because bookkeeping services involve allocation of staff time, setup, review, access configuration and ongoing work, fees are generally non-refundable once a billing period has started.

We may offer a refund or credit at our discretion where we consider it fair to do so. Nothing in these Terms limits any legal rights that cannot be excluded.

17. Suspension or termination by us

We may suspend or terminate services if:

• you do not pay fees when due
• you do not provide required information or access
• you provide false, misleading or incomplete information
• you ask us to do something unlawful, unethical or outside our professional obligations
• your business activities fall outside our risk appetite
• you misuse the website, portal or services
• continuing the engagement would create a legal, regulatory, professional or security risk for us.

Where appropriate, we will give notice before suspension or termination. In serious cases, we may act immediately.

18. Third-party software and services

Our services may depend on third-party software and services, such as accounting platforms, payment processors, cloud storage providers, identity verification tools, email providers, analytics providers and communication tools.

You are responsible for complying with the terms of any third-party platform you use.

We are not responsible for failures, outages, security incidents, data loss, pricing changes or functionality changes caused by third-party providers, except to the extent caused by our own failure to use reasonable care.

19. Accuracy of website information

We aim to keep our website accurate and up to date, but website content is provided for general information only.

Information on our website is not accounting, tax, legal, financial or professional advice. You should obtain specific advice before relying on any general content for business, tax, legal or financial decisions.

We may update, change or remove website content at any time.

20. Intellectual property

All content on the Vookeeper website, including text, branding, design, graphics, icons, layouts, documents and other materials, belongs to us or our licensors unless stated otherwise.

You may view and use the website for your own internal business purposes. You must not copy, reproduce, modify, distribute, scrape, sell or exploit our website content without our written permission.

You retain ownership of the business records, documents and data you provide to us.

21. Confidentiality

We will keep your confidential business information confidential and will only use it to provide services, manage our relationship with you, comply with legal obligations, protect our rights, or as otherwise permitted by these Terms and our Privacy Policy.

You must also keep confidential any non-public information we provide to you, including our internal processes, pricing arrangements, templates, training materials and commercially sensitive information.

Confidentiality does not apply to information that is public, already known lawfully, independently developed, or required to be disclosed by law, regulation, court order, professional obligation or competent authority.

22. Data protection

We will handle personal information in accordance with our Privacy Policy and applicable data protection laws.

You must ensure that any personal information you provide to us has been collected and shared lawfully. This includes personal information about your employees, customers, suppliers, directors, shareholders, contractors or other individuals.

Where necessary, you must provide appropriate privacy information to those individuals explaining that their information may be shared with your bookkeeping provider.

23. Security

We will use reasonable technical and organisational measures to protect systems and information under our control.

However, no online service, email system, portal, software platform or data transmission method is completely secure. You are responsible for using strong passwords, enabling multi-factor authentication where available, limiting user permissions, keeping devices secure and telling us promptly about suspected security issues.

24. Our liability

We will provide services with reasonable care and skill.

To the fullest extent permitted by law, we are not liable for:

• losses caused by inaccurate, incomplete or late information provided by you or third parties
• missed deadlines where you did not provide required information or access on time
• decisions you make based on bookkeeping records, summaries or general information
• tax, filing, penalty, interest or compliance consequences unless caused directly by our breach of an expressly agreed responsibility
• loss of profit, revenue, goodwill, opportunity, anticipated savings or indirect loss
• third-party software failures, outages or data issues outside our reasonable control
• unauthorised access caused by your failure to secure your systems or credentials.

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

Where liability may legally be limited, our total liability to you in connection with the services will not exceed the fees paid by you to us for the affected service during the three months before the event giving rise to the claim, unless a different limit is agreed in writing.

25. Indemnity

You agree to indemnify us against losses, claims, costs and expenses arising from:

• your breach of these Terms
• inaccurate, incomplete or unlawful information you provide
• your failure to comply with tax, accounting, employment, data protection or other legal obligations
• misuse of the website, portal or services by you or anyone using your account
• claims by third parties arising from information or documents you provide to us.

26. Force majeure

We are not responsible for delay or failure caused by events outside our reasonable control, including internet outages, cyber incidents, third-party platform failures, power failures, illness, natural events, war, terrorism, government action, regulatory change, industrial action or other events we could not reasonably prevent.

27. Changes to these Terms

We may update these Terms from time to time. The latest version will be posted on our website.

If we make material changes that affect active clients, we will take reasonable steps to notify you. Continued use of the website, portal or services after the updated Terms take effect means you accept the updated Terms.

28. Complaints

If you are unhappy with our services, please contact us at contact@vookeeper.co.uk. We will aim to acknowledge your complaint promptly and respond fairly.

For complaints about personal data, please see the complaints section of our Privacy Policy.

29. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction over disputes arising from or relating to these Terms, the website or our services, except where mandatory law provides otherwise.

30. Contact

Questions about these Terms should be sent to:

Vookeeper Ltd

Email: contact@vookeeper.co.uk

Address: 85 Great Portland Street, London, United Kingdom, W1W 7LT