The terms, written so a trustee can read them before you migrate.

These terms govern your organisation's use of HOPEAQUE, the donor and volunteer relationship management service described on this website, including the workspace, the engagement scoring engine, campaign and appeal tracking, impact report generation, and the grant and major gift pipelines.

By completing signup, whoever does so confirms they are authorised to accept these terms for their organisation. The organisation, not the individual, is the customer.

After signup, workspace credentials are issued to the work email address given on the form. Keep them confidential. Your organisation is responsible for activity carried out under its accounts, so administrators should remove access promptly when a staff member or volunteer coordinator leaves.

Seats are per person and not to be shared. A shared login inside a fundraising team destroys the attribution that makes relationship notes and audit logs worth anything, which is a practical objection as much as a contractual one.

Administrators can require multi-factor authentication across their organisation, and we recommend it for any workspace holding a full donor file.

Your supporter records, giving history, volunteer hours, notes, appeals and reports belong to your organisation. We claim no ownership of them and acquire no licence to use them beyond what is required to operate the service for you.

You can export the full dataset at any time, in a format readable without HOPEAQUE, on every tier including the smallest. There is no fee for an export and no requirement to give a reason. We will not withhold a donor file to influence a renewal decision.

Your organisation decides what supporter data to collect and why, and remains the controller of it. That means you are responsible for having a lawful basis for the data you enter, for honouring the communication consents you record, and for responding to requests from your own supporters. We act as processor on your instructions.

Two obligations matter in practice. First, do not import a list you do not have a lawful basis to hold, including purchased or scraped lists. Second, respect the consent values in your own records: HOPEAQUE can distinguish an appeal-only supporter from a report-only supporter, and overriding that distinction is a decision your organisation owns.

Engagement scores, lapse-risk flags, suggested next steps, appeal recommendations and report drafts are automated decision support. They are produced from the data in your workspace and are intended to prompt human judgement, not to substitute for it.

We do not warrant that a score predicts any individual supporter's future behaviour, that a flagged relationship is recoverable, or that an unflagged relationship is safe. Retention prediction is probabilistic and any figure suggesting otherwise should be distrusted, including ours.

Report drafts are assembled from the giving and programme data you have entered. You are responsible for reviewing accuracy before anything is sent to a donor, a funder or a regulator. Where programme data is missing, the draft states the gap rather than filling it, and removing that statement without supplying the figure is your decision and your responsibility.

You agree not to use HOPEAQUE to:

Send communications to people who have withdrawn consent, or to circumvent the consent and preference controls in the product. Import lists obtained without a lawful basis. Record identifiable beneficiary information in donor-facing fields without consent. Attempt to access another organisation's workspace or data. Probe, scan or test the security of the service other than through the reporting route described on the Security page. Resell or white-label the service without a written agreement.

Where a breach threatens other customers or the integrity of the service, we may suspend access, and we will tell you why and what needs to change.

Tiers are set by supporter record count, where one person is one record whether they give, volunteer or both. Gifts, appeals, emails, volunteer shifts and reports are unlimited on every tier. We do not charge per transaction, per email or per report.

Concession pricing is available on every tier to registered nonprofits, public charitable trusts, registered societies and Section 8 companies, and is applied once registration documents have been provided. The concession is a reduced rate on the same tier, not a reduced version of the product. If registration status changes, the applicable rate changes at the next renewal rather than retroactively.

Fees are quoted in writing before the first invoice. Where a rate changes, we give at least thirty days' notice before a renewal, and you can cancel within that period rather than absorb it.

If your file grows past your tier's capacity, nothing is deleted and nothing stops working. You receive notice and a month to decide whether to move tier or reduce the file. We will not lock a fundraiser out of their own donor list in the middle of an appeal to force an upgrade.

The trial is free and runs on data you import yourself, so the scoring can be judged against supporters you already know. No payment instrument is required to start it.

Community and Growth are available monthly or annually and can be cancelled with effect from the end of the current term, with no exit fee. Foundation is an annual agreement, because the custom workflow configuration involves real work at the outset.

On cancellation your data remains available for export for thirty days. After that it is deleted from live systems and removed from backups within a further thirty days.

We aim for continuous availability and will give advance notice of planned maintenance wherever the work allows it. We do not currently publish a contractual uptime guarantee, and we would rather say that plainly than publish a figure we cannot yet stand behind. Foundation-tier agreements can include specific commitments.

Features are added and refined over time. Where a change removes or materially alters a capability your organisation depends on, we notify administrators in advance. Support is available on every tier, including the smallest, because a question about your own donor file is urgent regardless of what you pay.

The service, its interface, the scoring methodology and all associated materials remain our intellectual property. Your data remains yours. Feedback you send us may be used to improve the product without obligation, and it will never be attributed to your organisation or illustrated with your supporter data without your written permission.

Each party will protect the other's confidential information with at least the care it applies to its own, and will use it only to perform this agreement. Your supporter data, giving figures, appeal performance and pipeline values are treated as confidential and are not used in our marketing, case studies or published material unless you have agreed to it in writing.

The service is provided as described on this website. To the extent permitted by law, we exclude implied warranties of merchantability and fitness for a particular purpose. We do not warrant that automated scores, flags or drafts are error-free or that they will produce any particular fundraising outcome.

Neither party is liable for indirect, incidental or consequential losses, including lost donations, lost grants or reputational harm. Our total aggregate liability under this agreement is limited to the fees paid by your organisation in the twelve months preceding the claim. Nothing here excludes liability that cannot lawfully be excluded, including for wilful misconduct.

Your organisation indemnifies us against claims arising from supporter data you had no lawful basis to hold, from communications sent contrary to recorded consent, and from published statements taken from a report draft that you did not verify before sending. We indemnify you against third-party claims that the service itself infringes intellectual property rights.

This agreement is governed by the laws of India, and the competent courts at our registered place of business have exclusive jurisdiction over any dispute arising from it. Before starting proceedings, both parties agree to raise the issue in writing and attempt to resolve it directly, which in practice resolves nearly everything.

Where a change materially affects your organisation's rights or obligations, we notify administrators before it takes effect and, on a paid subscription, you may cancel within that notice period rather than accept it. Clarifications that do not change substance are made to this page as the product and our practice develop.