Terms and conditions

1. About these terms

Kestrelo is provided by Kestrelo Ltd. Our company registration details are shown at the bottom of every page. In these terms, "we", "us" and "our" mean Kestrelo Ltd, and "you" means the person or business that holds the account.

These terms apply together with the plan you choose (Free, Plus or Max for personal accounts; Starter, Team or Scale for business accounts) and any extra terms we show you before you use a particular feature. If extra terms conflict with these, the extra terms apply to that feature.

We will always communicate with you in English, through the app or by email.

2. Who can open an account

• You must be 18 or over and live in the UK.
• You can hold one personal account. Business accounts are for sole traders, freelancers and limited companies based in the UK.
• You must give us information that is true, complete and up to date, and tell us when it changes.
• We may ask for more information to confirm who you are, and we can decline an application without giving a reason.

3. Opening your account

You open an account by completing sign-up on our website or in the app. Once it is open, we show you your account number. A personal account comes with a Current account and a Savings Space. A business account comes with a Business account in your trading name and a Tax pot.

If you change your mind, you can close the account within 14 days of opening it without paying any fees for that period. Just ask us in the app.

4. Keeping your account safe

You are responsible for keeping your login details secure. In particular you should:

• use a password you do not use anywhere else, and never share it with anyone, including anyone who says they work for us;
• lock your phone and keep the app up to date;
• log out of devices you no longer use (you can log out of every device at once in Settings);
• check your transactions regularly and tell us immediately through the app if you see anything you do not recognise.

We will never ask for your full password, or ask you to move money to a "safe account". If anyone does, stop and contact us.

5. Payments and Spaces

You can move money between your own accounts and Spaces instantly from the Pay screen. A payment is authorised when you confirm it in the app. We will refuse a payment if there is not enough money in the account it comes from.

Spaces sit alongside your main account and have their own balance. Money in a Space is not included in your main balance until you move it back.

We may delay or refuse a payment if we reasonably suspect fraud, if following your instruction would break the law, or if these terms have been breached. Where we can, we will tell you why.

6. Plans and fees

The monthly fee for your plan is shown on our plans pages and in the app before you choose it.

Fees are taken from your main account on the same date each month. You can change plan at any time; a new fee applies from your next monthly billing date. We do not add any fee when you spend abroad on any plan.

7. Business accounts

• A business account must only be used for the business named on it.
• You confirm that you are authorised to open and run the account for the business.
• If you add team members, you are responsible for what they do with the account and with any cards you give them.
• Money in your Tax pot is your money. Setting it aside does not pay any tax for you, and you remain responsible for your own tax affairs.

8. Closing your account

You can close your account at any time by messaging us in the app. Move any money out first, or tell us where to send it.

We can close your account by giving you at least two months' notice. We may close it straight away, or suspend it, if we reasonably believe that:

• you have given us false information;
• the account is being used for anything illegal or fraudulent;
• you have seriously or repeatedly broken these terms;
• you have behaved in a threatening or abusive way towards our staff.

9. If something goes wrong

We are responsible for losses that are a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for losses caused by things outside our reasonable control, or for business losses on a personal account.

Nothing in these terms limits liability that cannot be limited by law.

10. Complaints

If you are unhappy with anything we have done, tell us in the app or by email. We will acknowledge your complaint promptly, keep you updated and send you a final response within 15 business days. In exceptional circumstances we will explain why we need longer, and reply within 35 business days at the latest.

11. Changes to these terms

We may change these terms, for example to reflect new features, changes in the law or changes in our costs. We will give you at least two months' notice of any change that is not in your favour. If you do not agree, you can close your account free of charge before the change takes effect.

12. Law and language

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

13. Contact us

The quickest way to reach us is through chat in the Kestrelo app, 24 hours a day. You can also email support@example.com. Our postal address is shown at the bottom of every page.