Terms & Conditions

Payment Processing: All payments are processed by our third-party payment processor, Stripe. We do not store your credit card details. By providing your payment information, you authorise Stripe to charge the applicable one-off and/or recurring fees.

Your Right to Cancel (14-Day Cooling-Off Period): Under the Consumer Contracts Regulations, you have a statutory right to cancel a new subscription or purchase within 14 days for a full refund. However:

• If you choose to begin using your Illora Plus or Pro subscription immediately, you acknowledge and agree that you are requesting us to begin the Service before the end of the 14-day cancellation period. If you cancel after starting to use the Service but within the 14 days, you will be refunded any fees paid, less a reasonable deduction for the value of the Service you have already received.
• For Illora Pro's one-off £149 fee, if the Expert Quality Review is fully performed (i.e., your plan has been reviewed and the outcome delivered to you) within the 14-day period, your right to cancel and receive a refund of that one-off fee will be lost.

The waiver above does not affect your statutory rights under the Consumer Rights Act 2015 (for example, if the Service is not performed with reasonable skill and care).

Cancelling Your Subscription: You may cancel your Illora Plus or Pro subscription at any time via the app's settings. Cancellation will take effect at the end of your current billing period, and you will not be charged again after that date. Once your subscription ends, your account will revert to Illora Free, and you will lose access to Plus/Pro features, though you may retain access to your most recently finalised Digital Report for a limited period — see Account Duration & Access below. If you are using Illora Free, you can stop using the Service and delete your account at any time, with no notice period and no charge.

Price Changes: We reserve the right to change subscription fees. If we do, we will give you at least 30 days' advance notice, and continued use of the paid tier after the new price takes effect constitutes acceptance. If you do not agree to a price change, you may cancel before it takes effect.

Non-Payment: If a subscription payment fails and is not resolved within a reasonable period, we may suspend or downgrade your account to Illora Free until payment is successfully made.

Account Access: Your Illora account remains active for as long as you choose to use the Service, at whichever tier you are subscribed to (Free, Plus, or Pro). You may access your tier's features at your convenience.

Active Subscription Access: While your Illora Plus or Pro subscription is active, you may interact with the AI Coach, use the interactive modelling software, and (for Pro) receive your Expert Quality Review, and update or regenerate your Financial Plan as often as you like.

Legacy Access: If you downgrade to Illora Free or cancel your subscription entirely, you will retain read-only access to your most recently finalised Digital Report for 12 months from the date your subscription ends, after which it will be securely deleted or anonymised in accordance with our Privacy Policy. You will not be able to generate a new Digital Report, use scenario modelling, or access the AI Coach's Plus/Pro features unless you resubscribe.

The Snapshot Rule: Any Digital Report, plan, or saved tool output is a "point-in-time" document. It is based on the financial data, market conditions, and tax laws that existed on the date it was generated. We do not update your saved reports or past outputs to reflect changes in the economy, interest rates, or your personal life.

Data Retention & Deletion: You may terminate your account at any time. Upon account deletion, your personal data will be securely deleted or anonymised in accordance with our Privacy Policy.

Changes to or Stopping the Service: Illora reserves the right to modify, suspend, or discontinue the Service (or any part of it) at any time. In the event of a permanent cessation of the Service, we will provide you with reasonable advance notice where possible, so that you may download a copy of your plan for your own records.

Where your circumstances call for services we do not provide — for example regulated financial advice, mortgage broking, or debt management — we may suggest that you consult an FCA-regulated professional or another third-party provider. We may also introduce you to offers, products, or services from third parties, and if you choose to take one up, we may receive a commission. Where that is the case, we will tell you at the point the offer is made.

Any such suggestion is for your information only and does not constitute an endorsement or a personal recommendation. Our coaching and the insights generated by the Illora AI Coach are not influenced by any commercial arrangement we may have with a third party.

If you choose to engage a third party, your relationship is directly with them. Illora is not responsible or liable for any advice, products, or services provided by these third parties, nor for any loss or damage arising from your engagement with them.

You agree to provide information that is accurate, complete, and current. The relevance of the educational information and tool outputs provided by the Service is directly dependent on the information you provide. You are solely responsible for independently verifying the accuracy of any information before making any financial decisions.

The Illora AI Coach does not require highly sensitive personal data to function. You agree not to input sensitive personal identifiers—including, but not limited to, your full name, bank account numbers, sort codes, passwords, or National Insurance numbers—into the chat interface. While Illora uses automated technology to scan and filter personal details, it cannot guarantee absolute detection, especially if your text contains typos. Therefore, you acknowledge that any text you type into the chat interface may be processed by our third-party AI providers to generate your response.

You remain solely and fully responsible for all financial decisions you make. The Service is an educational tool to assist your financial understanding, not to make decisions for you.

You must not use the platform for any unlawful reasons. Prohibited conduct includes attempting to reverse-engineer the app or attempting to manipulate the AI (such as typing hidden commands designed to trick or bypass our system's rules), or accessing the app with a view to copying its functionality.

The Service is provided "as is".

Not Financial Advice: As stated in the Service Definition, the Service provides educational information and coaching, not regulated financial advice.

AI as a Tool: The Service uses artificial intelligence. AI outputs may contain errors, inaccuracies, or "hallucinations". You acknowledge that the Illora AI Coach can make mistakes, and you must independently verify all educational information before acting on it.

Human Review (Illora Pro only): The Expert Quality Review confirms that the AI Coach captured your conversation correctly, followed the Illora coaching process, and produced a Summary Report that reflects what you discussed. It does not verify that the financial strategies in your plan are appropriate for your circumstances, and passing this review does not mean Illora endorses your plan or considers it suitable for you. You remain solely responsible for any decisions you take.

No Guarantees: All outputs, examples, and scenarios generated by the General Financial Tools or the Illora AI Coach are illustrative and based on user inputs and assumptions. They are not a guarantee of future financial performance. We also do not guarantee that the platform will always be available.

Foreseeable loss: We are not responsible to you for any loss or damage that is not a foreseeable result of our breaking these Terms or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these Terms, both we and you knew it might happen.

We are not liable for business losses: Our platform is for domestic and private use. If you use the platform for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Your decisions: You are responsible for the financial decisions you make. Because our Service provides educational information and coaching rather than personal recommendations, we are not responsible for the outcome of decisions you choose to take or to refrain from taking.

Limitation of Liability: Nothing in these Terms excludes or limits our liability for fraud or fraudulent misrepresentation, for death or personal injury caused by our negligence, or for anything else which cannot be excluded or limited by law. This includes your statutory rights in relation to services supplied with reasonable skill and care.

Subject to that, and to the extent permitted by law, our total liability to you arising out of or in connection with these Terms or your use of the platform, under any form of liability (including negligence), is limited to the greater of: (a) £1,000; or (b) ten times (10x) the total fees you have paid to us in the 12 months preceding the claim.

We monitor interactions to ensure the Illora AI Coach remains within the scope of educational guidance and does not provide regulated financial advice. If you identify any inaccuracies or believe the Illora AI Coach is making a specific recommendation to buy or sell a financial product, you agree to report this immediately via the in-app reporting tools. This helps us maintain the safety and quality of the Service.

We use pseudonymised session data (where direct identifiers like your name and email are separated from your conversational data) to review cases, refine our educational tools, and ensure safety guardrails are functioning correctly. Please note that as Illora is an unregulated coaching service, this feedback process is for service improvement only; it does not constitute a formal regulatory complaint and does not grant access to the Financial Ombudsman Service (FOS).

We may modify these Terms from time to time. If we make material changes, we will provide you with reasonable notice (e.g., via email, in-app notification, or by posting the updated Terms on our website). Your continued use of the Service after changes become effective constitutes your acceptance of the new Terms. If you do not agree to the changes, you must terminate these Terms as set out in paragraph 14. This does not apply to changes in subscription fees for Illora Plus or Pro, which are governed separately by the Price Changes provision in the Fees and Payment section above.

Regulatory Transition: We may update these Terms to reflect changes in our regulatory status or the introduction of new UK financial guidance frameworks. If we become authorised to provide regulated financial advice or personal recommendations in the future, we will notify you of your new statutory rights (including potential access to the Financial Ombudsman Service and the Financial Services Compensation Scheme) and any updates to how we process your data.

We will communicate with you in English, primarily via the email address associated with your account, where you have one. It is your responsibility to ensure your contact details are kept up to date.

Any formal notice or communication sent by us to your registered email address we will assume you have received it 24 hours after it is sent. If we need to send you a formal legal notice, we may also write to your last known home address.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force.

Entire Agreement: These Terms, along with our Privacy Policy, make up the complete and only agreement between you and us for using Illora. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these Terms.

No Waiver: If we do not act immediately when you break a rule in these Terms, it does not mean we are giving up our right to enforce that rule (or any other rule) in the future.