Terms and Conditions

1. About Covely and These Terms

These Terms and Conditions of Use ('Terms') govern your access to and use of the Covely platform, including the Covely mobile application, web platform, and associated services (together, 'the Platform' or 'Covely').

The Platform is operated by Covely Technologies Ltd, a company registered in England and Wales, with its registered office at 18 Lakewall, Westonzoyland, Bridgwater, Somerset, TA7 0LP ('Covely', 'we', 'us', or 'our').

These Terms apply to all users of the Platform, including:

• Individual users — bereaved adults who access Covely directly or through a funeral director partner
• Family account holders — individuals who manage a family account on behalf of a bereaved household
• Children and young people — users under the age of 18 who access Covely's child-specific features
• Funeral director partners — funeral homes and funeral directors who subscribe to offer Covely to the families in their care ('FD Partners')

These Terms should be read alongside our Privacy Policy, which explains how we collect and use your personal data, and our Cookie Policy. Both documents are available on our website.

1.1 Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. Where we make material changes, we will notify you by email and/or by displaying a prominent notice within the Platform at least 30 days before the changes take effect. Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the revised Terms.

2. The Covely Platform — What It Is and What It Is Not

2.1 What Covely Is

Covely is a guided digital grief support platform designed to help bereaved adults and children navigate the emotional, psychological, and practical challenges of bereavement. The Platform provides structured, evidence-based tools including:

• Memory Garden — a personal digital memorial space
• Guided Journaling — structured reflective writing prompts
• Guided Breathing and Body Scan — physiological regulation exercises
• Emotional Regulation Tools — evidence-based cognitive and affective strategies
• Draw Your Feelings — visual expressive tools
• Let's Talk — guided AI-supported reflective conversation
• Tear Drop (Release) — structured emotional release tool
• Feeling Colour Tool — emotional identification tool
• Whisper Away — private emotional expression tool
• Storytelling Corner — age-appropriate grief stories for children
• Feelings Tree — emotional check-in tool for children
• 7-Week Grief Pathway — a structured long-term grief support programme
• Tribute Pages — memorial pages with memory sharing and donation features

2.2 What Covely Is Not

If you or someone you know is experiencing a mental health crisis, is at risk of self-harm, or requires urgent support, please contact the appropriate emergency or clinical services immediately:

• Emergency services: 999
• Samaritans (24/7): 116 123
• Crisis text line: Text SHOUT to 85258
• NHS urgent mental health support: 111

3. Eligibility and Account Registration

3.1 Age Requirements

To register for a Covely account as an individual user, you must be at least 18 years of age. Children and young people under the age of 18 may access child-specific features of the Platform only through a family account set up by a parent, legal guardian, or authorised FD Partner, and only with appropriate parental or guardian consent as described in our Privacy Policy.

3.2 Account Registration

To access the full features of the Covely Platform, you must register for an account. When registering, you agree to: provide accurate, current, and complete information; maintain and promptly update your account information; keep your login credentials secure and confidential; not share your account credentials with any other person; and notify us immediately at info@covelysupport.co.uk if you suspect any unauthorised access to your account.

You are responsible for all activity that occurs under your account.

3.3 One Account Per User

Individual users may hold one personal account. FD Partners may hold one business account per registered funeral home. You may not create multiple accounts to circumvent any restrictions or pricing tiers applied to your account.

3.4 Account Suspension and Termination by Us

We reserve the right to suspend or terminate your account, with or without notice, if we have reasonable grounds to believe that you have violated any provision of these Terms, provided false or misleading information during registration, used the Platform in a manner that could cause harm to others, engaged in fraudulent, abusive, or unlawful activity, or failed to pay any applicable subscription fees.

3.5 Dormant Accounts

An account is considered dormant if there has been no login or activity for a continuous period of 12 months. We will send a warning notification to your registered email address 30 days in advance. If no activity is recorded within that 30-day period, your account will be deactivated. Following deactivation, your account data will be retained for a further 90 days, after which your account and associated data will be permanently deleted.

4. Subscription Tiers, Pricing, and Billing

4.1 Overview of Tiers

Tier	Pricing	Who For	Description
Explorer	Free	Funeral directors only	Access to the Covely platform to explore features. No family accounts included.
Tier 1	Monthly subscription	FD Partners	Up to 25 active family accounts per month.
Tier 2	Monthly subscription	FD Partners	Up to 50 active family accounts per month.
Tier 3	Monthly subscription	FD Partners	Up to 75 active family accounts per month.
iFrame	Monthly subscription	FD Partners	Embed the Covely platform within your own funeral home website with your branding. Covely branding remains discretely visible. Custom full white-label solutions available on request.
Family Direct	Monthly subscription	Individual families	Available to bereaved families who wish to continue using Covely independently after their initial 3-month access period, or who access Covely directly.
Custom / Enterprise	Bespoke pricing	FD Partners / Organisations	For larger organisations, groups, or full white-label requirements. Contact info@covelysupport.co.uk to discuss.

Current pricing for each tier is published on our website at www.covelysupport.co.uk/pricing.

4.1a Waiting List

Joining the Covely waiting list is completely free of charge and does not constitute a purchase, subscription, or financial commitment of any kind. No payment is required to join the waiting list. Waiting list members will be contacted when their place becomes available and will be free to choose whether to proceed with a paid subscription at that time.

4.2 Family Access Period

When an FD Partner adds a family to the Covely Platform, that family receives access to the full Covely feature set for a period of three (3) calendar months from the date their account is activated, as part of the FD Partner's subscription. This initial access period is provided at no direct cost to the family. FD Partners may not charge families separately for the initial three-month access period.

4.3 Billing and Payment

Paid subscriptions are billed on a monthly basis. By subscribing, you authorise Covely to charge your chosen payment method on a recurring monthly basis until your subscription is cancelled. All prices are displayed inclusive of VAT where applicable. Payment is due in advance at the start of each billing period.

4.4 Cancellation

You may cancel your subscription at any time through your account settings or by contacting us at info@covelysupport.co.uk. Cancellation will take effect at the end of your current billing period. You will retain access to paid features until the end of the period for which you have already paid. We do not provide refunds for partial billing periods, except where required by applicable law.

4.4a Marketing Communications and Email Preferences

By registering for a Covely account or joining the waiting list, you will receive transactional emails necessary for the operation of your account. These include account confirmations, password resets, billing notifications, and service updates. These emails do not require separate consent and will be sent as part of the service.

Marketing communications — including product updates, launch announcements, new features, partnership opportunities, and newsletters — are entirely optional and will only be sent to you if you have actively opted in by ticking the marketing communications checkbox at the point of registration. This checkbox is separate from the Terms and Conditions and Privacy Policy checkboxes, is unticked by default, and is completely optional.

You may unsubscribe from marketing communications at any time by:

• Clicking the unsubscribe link in any marketing email we send
• Updating your email preferences in your account settings
• Contacting us at info@covelysupport.co.uk

Upon unsubscribing, we will cease sending marketing communications immediately. We will not re-add you to our marketing list without your active consent, and we will not contact you to ask whether you wish to re-subscribe. Your unsubscribe preference will be recorded and honoured permanently. You will continue to receive transactional emails related to your account after unsubscribing from marketing communications.

4.5 Price Changes

We reserve the right to change our subscription prices. Where we increase prices for existing subscribers, we will give you at least 30 days' written notice by email before the new price takes effect. Early Partner pricing, where offered, will be honoured for the period agreed at the time of subscription.

4.6 iFrame Tier and Branding

The iFrame tier allows FD Partners to embed the Covely Platform within their own funeral home website. Under the iFrame tier: FD Partners may apply their own branding within the embedded interface; the Covely name and logo will remain discretely visible at all times and may not be removed or obscured; FD Partners may not misrepresent the origin of the service to users. Full white-label solutions are available on a custom basis — please contact info@covelysupport.co.uk to discuss.

5. Acceptable Use of the Platform

5.1 Permitted Use

You may use the Covely Platform for personal, non-commercial purposes in connection with bereavement support and grief processing, or for the professional purposes described in your subscription tier as an FD Partner. You agree to use the Platform in a manner that is lawful, respectful, and consistent with these Terms.

5.2 Prohibited Conduct

You must not use the Covely Platform to:

• Upload, share, or transmit any content that is unlawful, defamatory, abusive, threatening, harassing, obscene, or otherwise objectionable
• Impersonate any person or entity, or falsely represent your affiliation with any person or entity
• Attempt to gain unauthorised access to any part of the Platform, another user's account, or our systems
• Introduce viruses, malware, or other harmful code to the Platform
• Use automated tools, bots, or scrapers to access or extract data from the Platform
• Reproduce, distribute, modify, or create derivative works of any part of the Platform without our express written permission
• Use the Platform in any way that could damage, disable, overburden, or impair it
• Use the Platform for any commercial purpose other than as expressly permitted under your subscription tier
• Share access to your account with others in a way that circumvents our subscription pricing
• Use the AI conversation feature to attempt to extract harmful, dangerous, or illegal information
• Upload content depicting or describing child abuse, violence, or illegal activity

5.3 User-Generated Content

You retain ownership of all User Content you create or upload. By uploading User Content to the Platform, you grant Covely a limited, non-exclusive, royalty-free licence to store, display, and process that content solely for the purpose of providing the Covely service to you. We do not use your User Content for marketing purposes or use it to train AI models without your explicit consent. We reserve the right to remove any User Content that violates these Terms, without prior notice.

5.4 AI Conversation Feature

The 'Let's Talk' AI conversation feature is designed to provide gentle, structured emotional support for bereaved users. You acknowledge and agree that: the AI feature is not a human, therapist, counsellor, or medical professional; responses generated by the AI are automated and may not always be accurate or appropriate; you will not rely solely on the AI feature for mental health support or crisis intervention; and you will not attempt to use the AI feature to obtain harmful, dangerous, or illegal information.

6. Intellectual Property

6.1 Covely's Intellectual Property

The Covely Platform — including its design, features, functionality, software, algorithms, tools, text, graphics, logos, and all other content created by Covely — is owned by or licensed to Covely Technologies Ltd and is protected by copyright, trade mark, and other intellectual property laws. The Covely name, logo, and brand elements are trade marks of Covely Technologies Ltd. You may not use our trade marks without our prior written consent.

6.2 Licence to Use the Platform

Subject to these Terms and payment of any applicable subscription fees, Covely grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for its intended purposes. This licence does not include the right to copy, reproduce, reverse engineer, decompile, create derivative works, or sublicense access to the Platform to any third party.

6.3 FD Partner Licence — iFrame

FD Partners subscribing to the iFrame tier are granted a limited licence to embed the Covely Platform within their own website, subject to the branding requirements set out in Section 4.6. This licence is personal to the FD Partner and may not be sublicensed, transferred, or assigned without our prior written consent.

7. Funeral Director Partner Obligations

7.1 Partner Responsibilities

By subscribing as an FD Partner, you agree to: use the Platform only for the purpose of providing bereavement aftercare support to the families you serve; obtain appropriate consent from families before setting up accounts on their behalf; provide accurate information when creating family accounts; not misrepresent the nature of the Covely Platform to families — in particular, you must not represent it as a clinical or therapeutic service; ensure that any staff members who access the Platform are aware of and comply with these Terms; inform families of the three-month access period and their ability to subscribe directly thereafter; not charge families separately for access to Covely during the initial three-month period; and comply with all applicable professional, legal, and regulatory obligations in your capacity as a funeral director.

7.2 Partner Data Responsibilities

Where an FD Partner creates accounts or uploads data on behalf of bereaved families, the FD Partner acts as a data controller in respect of that data and is responsible for ensuring that they have appropriate lawful grounds to share that data with Covely. FD Partners must comply with all applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.

7.3 Explorer Tier Limitations

The Explorer tier is provided free of charge and is intended solely to allow FD Partners to explore the Platform's features before committing to a paid subscription. The Explorer tier does not include the ability to create family accounts or provide access to bereaved families.

8. Disclaimers, Liability, and Indemnity

8.1 Platform Provided 'As Is'

The Covely Platform is provided on an 'as is' and 'as available' basis. While we take all reasonable steps to ensure the Platform operates reliably, we make no warranties or representations — express or implied — that: the Platform will be uninterrupted, error-free, or free from viruses; the Platform will meet your specific requirements or expectations; any information or content on the Platform is accurate, complete, or up to date; or the AI conversation feature will always produce appropriate, accurate, or helpful responses.

8.2 No Medical or Clinical Warranty

Covely makes no representation that the Platform or its tools will produce any particular clinical, psychological, or therapeutic outcome. Individual responses to grief support tools vary significantly. The Platform is designed as a supportive tool and does not guarantee any specific result in connection with the grieving process.

8.3 Limitation of Liability

To the fullest extent permitted by applicable law, Covely Technologies Ltd shall not be liable for: any indirect, incidental, consequential, special, or punitive loss or damage; loss of data, revenue, profits, business, or goodwill; any harm arising from reliance on the Platform as a substitute for professional medical or mental health care; any loss arising from interruption or unavailability of the Platform; or any loss arising from content uploaded by other users or third parties.

Where liability cannot be excluded by law — for example, liability for death or personal injury caused by negligence, or liability for fraud — nothing in these Terms shall limit or exclude such liability. Our total aggregate liability to you shall not exceed the total amount paid by you to Covely in the 12-month period immediately preceding the event giving rise to the claim, or £100, whichever is greater.

8.4 Consumer Rights

If you are a consumer (an individual using Covely for personal, non-commercial purposes), nothing in these Terms affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015.

8.5 Indemnity

You agree to indemnify, defend, and hold harmless Covely Technologies Ltd and its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses arising from: your use of the Platform in breach of these Terms; any User Content you upload or share through the Platform; your violation of any third party's rights; or your violation of any applicable law or regulation.

9. Platform Availability and Changes

9.1 Availability

We aim to make the Covely Platform available 24 hours a day, 7 days a week. However, we do not guarantee uninterrupted availability. The Platform may be temporarily unavailable due to scheduled maintenance (we will endeavour to give advance notice of planned downtime), emergency maintenance or urgent security updates, or circumstances beyond our reasonable control including third party service failures, network outages, or force majeure events.

9.2 Changes to the Platform

We reserve the right to modify, update, or discontinue any feature or aspect of the Platform at any time. Where we make material changes that significantly reduce the functionality of a paid subscription, we will give you reasonable notice and, where appropriate, offer a pro-rata refund or the opportunity to cancel without penalty.

10. Third Party Services and Links

The Platform may contain links to third party websites, services, or resources. These links are provided for your convenience only. Covely does not endorse, control, or take responsibility for the content, privacy practices, or terms of any third party website or service. Your use of third party services is at your own risk and is subject to their terms and conditions. Certain features of the Platform are powered by third party technology providers, including artificial intelligence and analytics providers. These providers are bound by contractual obligations to process data only in accordance with our instructions and our Privacy Policy.

11. Termination

11.1 Termination by You

You may close your account and terminate these Terms at any time by using the account deletion function within the Platform or by contacting us at info@covelysupport.co.uk. Upon termination, your access to the Platform will cease. Your data will be handled in accordance with our Privacy Policy.

11.2 Termination by Us

We may terminate your account and these Terms with immediate effect if you materially breach these Terms and, where the breach is capable of remedy, fail to remedy it within 14 days of written notice from us. We may also terminate your account with 30 days' notice for any other reason, in which case we will refund any unused portion of your subscription.

11.3 Effect of Termination

Upon termination of these Terms for any reason: your right to access and use the Platform will cease immediately; any unpaid subscription fees will become immediately due and payable; provisions relating to intellectual property, limitation of liability, indemnity, and governing law will continue to apply; and your data will be retained and deleted in accordance with our Privacy Policy.

12. Governing Law and Dispute Resolution

12.1 Governing Law

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. Users in Scotland and Northern Ireland retain the benefit of any mandatory protections afforded to them under the laws of their respective jurisdictions.

12.2 Jurisdiction

Subject to Section 12.3, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms. If you are a consumer resident in Scotland, you may also bring proceedings in the Scottish courts. If you are a consumer resident in Northern Ireland, you may also bring proceedings in the courts of Northern Ireland.

12.3 Dispute Resolution — Consumers

If you are a consumer and have a complaint about our service, we encourage you to contact us first at info@covelysupport.co.uk. We will endeavour to resolve any complaint within 14 working days. If we are unable to resolve your complaint to your satisfaction, you may refer it to an alternative dispute resolution (ADR) scheme. Details of available ADR schemes will be provided upon request.

13. General Provisions

13.1 Entire Agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Covely Technologies Ltd in relation to your use of the Platform and supersede all prior agreements, representations, and understandings.

13.2 Severability

If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable from the remaining provisions and shall not affect their validity or enforceability.

13.3 Waiver

No failure or delay by Covely in exercising any right or remedy under these Terms shall constitute a waiver of that right or remedy.

13.4 Assignment

You may not assign, transfer, or sub-licence your rights under these Terms without our prior written consent. Covely may assign its rights and obligations under these Terms to any successor entity in connection with a merger, acquisition, or sale of assets, subject to the provisions of our Privacy Policy.

13.5 Force Majeure

Covely shall not be liable for any failure or delay in performance of its obligations under these Terms arising from causes beyond its reasonable control, including acts of God, pandemic, war, civil unrest, government action, industrial action, failure of third party services, or interruption of power or communications infrastructure.

13.6 Contact

Company	Covely Technologies Ltd
Address	18 Lakewall, Westonzoyland, Bridgwater, Somerset, TA7 0LP
Email	info@covelysupport.co.uk
Website	www.covelysupport.co.uk