Legal

Terms and Conditions

Effective date: 22 October 2026Last updated: 22 October 2026

We know Terms and Conditions are rarely anyone’s idea of a relaxing read, but these are the rules that keep VaultHQ fair, secure and running properly. We’ve kept them in plain English—because managing your team is complicated enough already.

About these Terms

These Terms are an agreement between Mullens Ltd, trading as VaultHQ (company number 17109449), whose registered office is at 46 Sparsholt Road, Southampton, England, SO19 9NJ (“VaultHQ”, “we”, “us”) and the organisation that creates or uses a VaultHQ account (“you”, the customer).

The person who accepts these Terms for an organisation confirms that they are at least 18, that they are authorised to act for the organisation, and that they have permission to accept these Terms and the data-processing terms for it.

By using VaultHQ, you accept these Terms.

The service

VaultHQ is a web-based staff-management service. It includes features such as staff records, rotas and shifts, holiday and leave, attendance and clocking in, qualifications, shift cover, notifications and reports.

VaultHQ is currently provided through a web browser. We may introduce iOS and Android applications in the future.

We may improve or change features over time. We will give reasonable warning before we materially remove an established core feature.

Accounts and users

  • Your Organisation Admins control who has access to your account and assign each user an appropriate role.
  • Users must keep their sign-in details secure and must not share them.
  • Tell us promptly at hello@vaulthq.uk if you suspect that an account has been misused.
  • You are responsible for making sure your authorised users use VaultHQ appropriately.

Users under 18

  • The person who creates an organisation account must be at least 18.
  • Staff users should normally be at least 16.
  • Someone aged 13 to 15 may have a login only if they are lawfully employed, volunteering or otherwise properly engaged by the organisation. The organisation must obtain any parental or guardian consent that is required and provide appropriate safeguarding and supervision.
  • Nobody under 13 may have their own VaultHQ login.
  • The customer organisation is responsible for meeting the employment, safeguarding and data-protection requirements that apply to users under 18.

Customer data

You control the workforce information you put into VaultHQ (“customer data”). Your organisation is normally the controller of that information, and we process it to provide VaultHQ to you, under the data-processing terms below.

You are responsible for:

  • having a lawful reason to collect and use your staff’s information;
  • telling your staff how their information is used; and
  • keeping the information reasonably accurate.

You can download the exports available in VaultHQ at any time. Additional reasonable export requests can be sent to hello@vaulthq.uk.

Acceptable use

You must not, and must not allow anyone else to:

  • use VaultHQ for anything unlawful;
  • store information you have no right to hold;
  • try to access another organisation’s account or information;
  • get around security measures or permissions;
  • upload malicious code;
  • disrupt or overload the service; or
  • copy, resell or reverse engineer VaultHQ without our permission, except where the law allows it.

Fees

VaultHQ costs £1.20 per active billable employee per month.

An active billable employee is a user in your organisation who has an active profile, has not been suspended or archived, is marked as billable, and is not a VaultHQ internal or Super Admin account.

Each month’s charge uses the highest number of active billable employees recorded at the same time during the billing period.

Special arrangements may apply to your organisation, such as Lifetime No Charge, a percentage discount, a custom monthly fee or wallet credit. Any special arrangement will be shown in your account or agreed with you in writing.

Billing

The usual billing period is monthly. Once billing is switched on for your organisation:

  • payments will be processed by Stripe, our payment provider;
  • payment will be collected using the payment method you supply;
  • an invoice will be issued for each billing period, and invoices are due when issued;
  • failed payments may be retried;
  • you must keep a valid payment method on your account; and
  • we will give you reasonable warning before suspending your account because an invoice is unpaid.

We will not charge you until billing is switched on and we have told you how it works.

VAT

Mullens Ltd is not currently registered for VAT, so VAT is not currently added to VaultHQ charges. If we become required to charge VAT, VAT will be added at the applicable rate and we will tell Organisation Admins before the change takes effect.

Free trials

  • We may offer free trials of different lengths. The length that applies to your organisation is the one shown when your trial is granted.
  • No subscription fee is charged during the stated trial.
  • Your trial dates are fixed when the trial is granted. Later changes to our promotions do not alter an existing trial.
  • We will show or tell you when your trial ends.
  • Paid billing begins only after billing is switched on, you have been told, and a valid payment method has been supplied.
  • If payment arrangements are not complete when a trial ends, we may restrict or suspend access rather than charge you unexpectedly.

Price changes

We will give at least 30 days’ notice of a price increase. The new price applies from the first billing period that begins after the notice period. If you do not accept the new price, you may cancel before it takes effect. A price reduction may take effect immediately.

Availability and support

We aim to keep VaultHQ available and reliable, but we cannot guarantee that it will be uninterrupted or free from errors. We may need to carry out maintenance from time to time.

Support is provided by email at hello@vaulthq.uk. We aim to acknowledge support requests within two business days. This is a target, not a guaranteed resolution time. Urgent security reports will be prioritised.

Suspension

We may suspend access where reasonably necessary because of:

  • unpaid fees after reminders;
  • a serious breach of these Terms;
  • illegal activity;
  • a security risk; or
  • misuse that threatens VaultHQ or other customers.

We will normally tell you why, unless doing so would create a security or legal risk.

Cancellation

You may cancel at any time. Cancellation normally takes effect at the end of the current paid billing period.

You remain responsible for charges already incurred, outstanding invoices and charges for the billing period in which cancellation takes effect. Payments already made are not normally refundable, except where the law requires it or we have expressly agreed.

If you cancel during a free trial, before it ends, no subscription charge applies.

Data after closure

For 30 days after your account closes, your organisation can request or download an available export of its data. After that period:

  • customer data may be removed from the live service;
  • residual copies may remain for a limited time in protected backups; and
  • some records may be kept where needed for accounting, security, legal obligations or legal claims.

Any records we keep remain protected and access is restricted.

Intellectual property

VaultHQ’s software, design, brand and original content belong to Mullens Ltd. While your account is active, you have a limited right to use VaultHQ for your organisation. If you send us feedback, we may use it to improve VaultHQ without any obligation to pay for it.

Liability

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

Subject to that, and only where lawful and reasonable:

  • our total liability to you arising from or in connection with VaultHQ is limited to the greater of £100 and the fees paid or payable by you during the 12 months before the event giving rise to the claim; and
  • we are not liable for indirect or consequential losses, loss of profit, loss of revenue, loss of anticipated savings, loss of business opportunity, loss of goodwill or business interruption.

Changes to these Terms

We will give at least 30 days’ notice of a material change to these Terms. Urgent changes needed for legal, regulatory or security reasons may take effect sooner where reasonably necessary, and we will tell you promptly.

General provisions

  • These Terms, our Privacy Policy and the data-processing terms below form the agreement between us.
  • We will send notices to your organisation’s contact email address. You can send notices to us at hello@vaulthq.uk.
  • Neither of us may transfer this agreement without the other’s consent, which will not be unreasonably withheld. We may transfer it to a business that takes over VaultHQ or the relevant part of our business.
  • These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute.

Data-processing terms

This section applies where we process personal information on your behalf, as required by Article 28 of the UK GDPR.

  • Subject: providing VaultHQ to you.
  • Duration: for the life of your account and the deletion period after it closes.
  • People: your staff, managers, administrators and other users you authorise.
  • Information: workforce, scheduling, leave (including sickness), attendance, qualifications, contact and related records.

We will:

  • process the information only on your documented instructions, which are these Terms and your use of VaultHQ, unless the law requires otherwise;
  • make sure people authorised to process it are subject to confidentiality;
  • maintain appropriate technical and organisational security measures;
  • help you respond to individuals exercising their rights, and with data-protection impact assessments, where reasonably required;
  • notify you of a relevant personal-data breach without undue delay and, where reasonably possible, within 24 hours of becoming aware of it;
  • delete or return customer data when the service ends, subject to any retention the law requires;
  • give you the information reasonably needed to show that these commitments are met; and
  • use appropriate providers (subprocessors), and remain responsible for them as the law requires.

You give general authorisation for us to use subprocessors. Current subprocessor information is available on request at hello@vaulthq.uk, and we will tell you about material new or replacement subprocessors where required.