Terms of service

1. About these terms

In these terms, SpyDine, we, us and our means the UK sole-trader business operating under the SpyDine trading name. You and your mean the restaurant business, organisation or person booking or using the service.

By placing a booking, accepting an invitation, creating an account or using the service, you confirm that you are authorised to act for the relevant organisation and agree to these terms. The service is intended for business use by restaurant operators, not personal or household use.

2. The service

SpyDine provides guest-experience audits, confidential reports, action plans, training and related platform features. The exact scope, price, restaurant, service window and plan are those confirmed at booking, in an invoice, in Stripe Checkout or in another written agreement with us.

For an audit, you provide a broad service window. To preserve the integrity of the visit, the exact visit date and time remain confidential. We may use an assigned auditor or a suitable substitute, and may need to rearrange an audit where safety, availability, illness, operational conditions or other reasonable circumstances require it.

3. Booking, payment and annual plans

• You must provide accurate booking, contact, restaurant, area and service-window information.
• One-off audits are currently offered from £499. The price and any applicable tax shown at checkout or in an invoice apply to your order.
• You can pay securely through Stripe or request a 14-day invoice where available. We do not allocate an audit until payment has been confirmed or another funding route has been approved by SpyDine.
• The annual plan is currently £999 per year and includes three visits for the restaurant named in the booking across the following 12 months, subject to capacity and the agreed service windows.
• If an annual plan is supplied as a Stripe subscription, its renewal date, payment method and cancellation controls are shown in Stripe Checkout and the Stripe billing portal.

If you need to change or cancel a booking, contact hello@spydine.com as soon as possible. We will confirm any change, credit or refund in writing, taking account of the booking stage, committed costs and any rights that cannot be excluded by law.

4. Reports, action plans and confidentiality

Reports are confidential operational assessments based on the guest experience observed during a particular visit. They are not public rankings, food-safety certificates, regulatory inspections, legal advice or a guarantee of a particular commercial result.

We will make reports and associated evidence available only to authorised users of the relevant organisation, the assigned auditor and SpyDine personnel who need access to provide or support the service. You must keep reports, evidence, platform access and audit methodology confidential and must not present a SpyDine report as an endorsement or certification.

5. Platform access and acceptable use

You are responsible for your authorised users, keeping passwords and devices secure, and promptly telling us if you suspect unauthorised access. You must not attempt to bypass security, access another organisation's information, interfere with the platform, upload unlawful content or use the service in a way that could harm people, the platform or SpyDine's reputation.

You retain responsibility for information submitted by you or your users. You confirm that you have the necessary rights and notices to provide it to us for the service. SpyDine retains all rights in its platform, templates, audit methodology and training materials. We grant you a limited, non-transferable right to use the delivered reports and training internally for your organisation.

6. Data protection

Each party must comply with applicable data-protection law. Our use of personal information is described in our Privacy Notice. When SpyDine processes personal information for a customer's own purposes in the platform, the customer is normally responsible for ensuring it has an appropriate lawful basis and any required privacy information for its people.

7. Availability and liability

We work to provide the service with reasonable care and skill, but do not promise uninterrupted platform availability or a particular business, financial, guest-experience or training outcome. We may maintain, update or suspend parts of the platform where reasonably necessary for security, maintenance or legal reasons.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited. Subject to that, neither party is liable for indirect or consequential loss, loss of profit, revenue, goodwill or anticipated savings. SpyDine's total liability arising from a service is limited to the fees paid or payable for that service in the 12 months before the event giving rise to the claim.

8. Ending access and changes

We may suspend or end access where fees remain unpaid, there is a security risk, these terms are materially breached or we are required to do so by law. You may stop using the service at any time, but this does not remove payment obligations already incurred. We may update these terms; the current version will be published here, and we will take appropriate steps to notify active customers about material changes.

9. Governing law and contact

These terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except where applicable law says otherwise.

For service questions, booking changes or legal notices, email hello@spydine.com.