Terms of Service

Last updated: 2 April 2026

These Terms of Service ("Terms") govern your access to and use of the Uptrue platform, website, and related services (collectively, the "Service") operated by Vision Software Solutions Limited, a company registered in England and Wales with its registered office at C/O Benison Solvers Limited, 1000 Great West Road, Brentford, United Kingdom, TW8 9DW ("Uptrue", "we", "us", or "our").

By creating an account, accessing, or using the Service, you agree to be bound by these Terms. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity. If you do not agree to these Terms, you must not use the Service.

1. Service Description

Uptrue is a software-as-a-service ("SaaS") platform that provides website and infrastructure monitoring services, including but not limited to:

The specific features available to you depend on the subscription plan you select. We reserve the right to modify, discontinue, or introduce new features at any time, with reasonable notice where practicable.

2. Account Terms

2.1 Registration

To use the Service, you must create an account by providing accurate, complete, and current information. You must be at least 16 years of age to create an account. You agree to update your account information promptly if it changes.

2.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials, including your password and any API keys issued to your account. You agree to notify us immediately at support@uptrue.io if you become aware of any unauthorised access to or use of your account. We are not liable for any loss or damage arising from your failure to protect your account credentials.

2.3 Organisational Accounts and Roles

Uptrue supports organisational accounts with multiple users. The account owner ("Owner") may invite additional users and assign roles including Administrator, Member, and Viewer. The Owner is responsible for the actions of all users within their organisation and for ensuring that all users comply with these Terms.

2.4 Agency Accounts

If you register as an Agency, additional terms apply as set out in the Agency Partner Agreement, which forms part of these Terms by reference. Agency accounts enable you to manage monitoring on behalf of your clients and to resell monitoring services under your own brand.

3. Subscription Plans and Billing

3.1 Plans

Uptrue offers multiple subscription tiers including free and paid options. Feature availability, monitor limits, check intervals, and alert channel access vary by plan. For current pricing and plan details, please visit our pricing page.

3.2 Payment

Payments are processed securely through Stripe and, where available, through Razorpay for customers in India. By providing your payment information, you authorise us to charge the applicable fees to your chosen payment method via the relevant payment processor.

Prices are displayed in the currency applicable to your region. We currently support British Pounds Sterling (GBP) and Indian Rupees (INR). The currency charged to your payment method will be confirmed at checkout. All prices are exclusive of applicable taxes, which will be added where required by law.

Regional pricing.INR pricing is available exclusively to customers whose primary billing address and payment method are registered in India. By selecting INR pricing, you confirm that your primary place of business or residence is India and that your payment method is issued by an Indian financial institution. Uptrue reserves the right to migrate accounts to GBP pricing, with 30 days' notice, if we determine that this condition is not met. We will not disable accounts for this reason — any pricing adjustment will be applied at the next renewal date.

Where available, you may choose to pay annually. Annual billing is charged as a single upfront payment for the full year at the applicable annual rate. Annual subscriptions are non-refundable except as set out in Section 3.5. When upgrading your plan mid-billing period, you will be charged the prorated difference for the remainder of the current billing period.

3.3 Auto-Renewal

Monthly subscriptions renew automatically at the end of each billing period unless cancelled before the renewal date. You will be charged the then-current rate for your plan at each renewal. We will notify you of any price changes at least 30 days before they take effect.

3.4 Cancellation

You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period. You will retain access to the Service until the end of that period. No partial refunds are issued for unused time within a billing period.

3.5 Refunds

As a general policy, fees paid are non-refundable. However, if you experience a material service failure attributable to Uptrue, you may request a credit or refund by contacting support@uptrue.io within 14 days of the issue. Refund requests are assessed on a case-by-case basis at our reasonable discretion.

3.6 Plan Changes

You may upgrade or downgrade your plan at any time. Upgrades take effect immediately. When upgrading, you will be charged the prorated difference for the remainder of the current billing period. Downgrades take effect at the start of the next billing period. If you downgrade to a plan with lower limits and your current usage exceeds those limits, monitoring will be paused on excess monitors until you reduce your usage or upgrade.

3.7 Overdue Payments

If a payment fails, we will retry the charge up to three times over a seven-day period. If payment remains unsuccessful, your account will be downgraded to a restricted state with monitoring paused. If payment is not resolved within 30 days, we reserve the right to suspend or terminate your account.

3A. Community Credits

Uptrue may offer a credit system ("Community Credits") that allows you to earn credits through certain activities, including but not limited to: referring new users, embedding the Uptrue trust badge on your website, and leaving verified reviews.

Community Credits are subject to the following conditions:

3B. Account Access by Uptrue Personnel

To provide technical support, diagnose issues, and ensure the integrity of the Service, authorised Uptrue administrators may access your account in a read-only view ("account impersonation"). This access is subject to the following safeguards:

4. Service Level Agreement

Uptrue targets 99.9% platform availability for the Service, measured on a calendar month basis, excluding scheduled maintenance windows. Scheduled maintenance will be announced at least 48 hours in advance via our status page at status.uptrue.io and by email.

If we fail to meet the 99.9% uptime target in any calendar month, affected customers on paid plans may request a service credit equal to 10% of their monthly fee for each full 0.1% below the target, up to a maximum of 100% of that month's fee. Credit requests must be submitted within 30 days of the month in question.

This SLA does not apply to: (a) downtime caused by factors outside our reasonable control, including force majeure, internet disruptions, or third-party service failures; (b) issues resulting from your equipment, software, or network connections; (c) downtime during scheduled maintenance; or (d) abuse or excessive use in violation of these Terms.

5. Data Ownership

You retain all right, title, and interest in and to any data you submit to the Service, including monitoring configurations, check results, incident records, and reports ("Customer Data"). We do not claim ownership of your Customer Data.

You grant Uptrue a limited, non-exclusive licence to process, store, and transmit your Customer Data solely for the purpose of providing the Service to you. This licence terminates when you delete your data or close your account.

You may export your Customer Data at any time using the data export feature in your account settings, or by contacting support@uptrue.io.

6. Intellectual Property

The Service, including all software, code, design, documentation, trademarks, logos, and content created by Uptrue ("Uptrue IP"), is and remains the exclusive property of Vision Software Solutions Limited. These Terms do not grant you any right, title, or interest in the Uptrue IP except for the limited right to use the Service in accordance with these Terms.

You may not copy, modify, distribute, sell, lease, reverse-engineer, decompile, or create derivative works based on any part of the Service or Uptrue IP without our prior written consent.

Any feedback, suggestions, or ideas you provide to us regarding the Service may be used by us without restriction or obligation to you.

7. Prohibited Uses

You agree not to use the Service to:

Violation of this section may result in immediate suspension or termination of your account. See our Acceptable Use Policy for further detail.

8. Limitation of Liability

To the maximum extent permitted by applicable law:

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under applicable law.

9. Indemnification

You agree to indemnify, defend, and hold harmless Vision Software Solutions Limited, its officers, directors, employees, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any applicable law or regulation; or (d) your infringement of any third-party rights.

10. Suspension and Termination

10.1 Termination by You

You may close your account at any time by contacting support@uptrue.io or using the account deletion feature in your settings. Upon termination, your data will be retained for 30 days to allow for recovery, after which it will be permanently deleted in accordance with our Privacy Policy.

10.2 Termination or Suspension by Us

We may suspend or terminate your access to the Service, in whole or in part, at any time and for any reason, including but not limited to:

Where practicable, we will provide you with reasonable notice before suspension or termination, except where immediate action is necessary to protect the Service or comply with legal obligations.

10.3 Effect of Termination

Upon termination, your right to access and use the Service ceases immediately. Sections of these Terms that by their nature should survive termination will survive, including but not limited to provisions relating to intellectual property, limitation of liability, indemnification, and governing law.

11. Disclaimers

The Service is provided on an "as is" and "as available" basis without warranties of any kind, whether express, implied, or statutory. To the maximum extent permitted by applicable law, we expressly disclaim all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, and reliability.

We do not warrant that: (a) the Service will be uninterrupted, error-free, secure, or free of viruses or other harmful components; (b) monitoring results will be accurate, complete, or timely in all circumstances; (c) alerts or notifications will be delivered successfully; (d) the Service will detect every outage, security vulnerability, or performance issue; (e) third-party services integrated with the platform (including but not limited to Stripe, Supabase, Vercel, and communication providers) will be available or functioning correctly.

You acknowledge that uptime monitoring is inherently imperfect and that no monitoring solution can guarantee detection of all incidents. You are solely responsible for your own disaster recovery, backup, and incident response procedures. Uptrue is a supplementary tool and does not replace your operational obligations.

You use the Service at your own risk. Any reliance on monitoring data, reports, AI-generated summaries, or alerts is at your sole discretion and risk.

11A. Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: acts of God, natural disasters, pandemics, war, terrorism, riots, government actions, power failures, internet or telecommunications failures, third-party service outages (including cloud hosting providers, payment processors, and email delivery services), cyberattacks, or any other force majeure event. During any such event, our obligations shall be suspended for the duration of the event.

12. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email to the address associated with your account and by posting a prominent notice on the Service at least 30 days before the changes take effect.

Your continued use of the Service after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, you must stop using the Service and close your account before the changes take effect.

13. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms, including any question regarding their existence, validity, or termination, shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Before initiating formal proceedings, the parties agree to attempt to resolve any dispute through good-faith negotiation for a period of at least 30 days following written notice of the dispute.

14. General Provisions

14.1 Entire Agreement

These Terms, together with the Privacy Policy, Cookie Policy, Acceptable Use Policy, Data Processing Agreement, and (where applicable) the Agency Partner Agreement, constitute the entire agreement between you and Vision Software Solutions Limited regarding the Service and supersede all prior agreements and understandings.

14.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

14.3 Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.

14.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations under these Terms without restriction.

14.5 Force Majeure

Neither party shall be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, pandemic, government action, internet or telecommunications failures, or third-party service outages.

15. Contact Us

If you have any questions about these Terms, please contact us at: