Terms and Conditions

Last Updated: 23 January 2026

1. Introduction

Welcome to FiveStar Support ("the Service"), provided by Ryan Weber Ltd ("we", "us", or "our"). By accessing or using our Service, you agree to be bound by these Terms and Conditions ("Terms"). If you do not agree to these Terms, please do not use our Service.

Service Provider:
Company Name Ryan Weber Ltd
Registered Office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Company Number 16585489
Email tech@ryan-weber.com
Website https://fivestar.support

2. Description of Service

FiveStar Support is a multi-tenancy Software as a Service (SaaS) platform that enables creators, developers, and businesses to collect, manage, and respond to customer feedback, including bug reports and feature requests.

The Service includes:

  • Dashboard for managing feedback submissions
  • Public feedback submission pages for your customers
  • Response management and commenting features
  • Voting and prioritisation tools
  • Customer management features
  • Email notifications

3. Acceptance of Terms

By creating an account, subscribing to our Service, or using our platform, you acknowledge that you have read, understood, and 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 such entity to these Terms.

4. Account Registration and Security

4.1. Age Requirement: You must be at least 16 years of age to create an account and use our Service.

4.2. Account Security: You are responsible for:

  • Maintaining the confidentiality of your account credentials
  • All activities that occur under your account
  • Notifying us immediately of any unauthorised use of your account

4.3. Accurate Information: You agree to:

  • Provide accurate, current, and complete information during registration
  • Maintain and update your account information
  • Accept responsibility for all activities conducted under your account

4.4. We reserve the right to suspend or terminate accounts that violate these Terms.

5. Subscription Plans and Payments

5.1. FiveStar Support offers various subscription plans as detailed on our website. All fees are displayed in Pound Sterling (£).

5.2. Monthly Subscriptions

Feature Details
Billing Recurring monthly payments
Cancellation You may cancel at any time
Effect Cancellation takes effect at the end of the current billing period
Reminder We will send you a reminder notice at least 7 days before each recurring payment

5.3. One-Time Payments

Feature Details
Payment Single payment for access
Recurring charges None
Duration Access continues for as long as we provide the Service

5.4. Pre-Contract Information

Before you subscribe, we will provide you with:

  • The main characteristics of the subscription
  • The total price or pricing calculation
  • The duration of the contract
  • The cancellation and termination rights

5.5. Payment Terms

  • Fees are charged in advance on a recurring basis unless stated otherwise
  • We reserve the right to change our pricing with 30 days' notice to existing subscribers
  • All payments are processed through Stripe, a secure third-party payment provider
  • You authorise us to charge your chosen payment method for the selected plan

5.6. Refunds

Plan Type Refund Policy
Monthly subscriptions Refunds considered within 14 days of initial purchase
One-time payments Refunds considered within 30 days of purchase if the Service has not been materially used
After applicable period All sales are final

5.7. Your Right to Cancel (Consumer Rights)

If you are a consumer (an individual acting for purposes outside your trade, business, or profession), you have the right to cancel this contract within 14 days without giving any reason.

To exercise this right, you must inform us of your decision by:

  • Email: tech@ryan-weber.com
  • Clearly stating your intention to cancel

The cancellation period will expire after 14 days from the day of the conclusion of the contract.

Effect of cancellation:

  • We will reimburse all payments received from you within 14 days of receiving your cancellation
  • We will use the same means of payment as you used for the transaction
  • You will not have to pay any compensation for cancelling

6. Cancellation and Termination

6.1. How to Cancel

You may cancel your subscription at any time by:

  • Using the cancellation feature in your dashboard, or
  • Contacting us at tech@ryan-weber.com

Upon cancellation:

  • You will retain access until the end of your current billing period
  • Your data will be deleted after 30 days (you may request export during this time)

6.2. Our Right to Terminate

We may suspend or terminate your account immediately if:

  • You breach these Terms
  • You provide false or misleading information
  • Your use of the Service is harmful to our systems or other users
  • We are required to do so by law
  • Your account is inactive for 24 months

6.3. Effect of Termination

Upon termination:

  • Your right to use the Service ceases immediately
  • We will delete your data within 30 days (except where required by law)
  • You may request a data export before deletion

7. User Responsibilities and Conduct

You agree not to:

  • Use the Service for any illegal purpose or in violation of any laws
  • Submit false, misleading, or fraudulent information
  • Upload malicious code, viruses, or harmful content
  • Attempt to gain unauthorised access to our systems or other users' accounts
  • Interfere with or disrupt the Service or servers connected to the Service
  • Use the Service to spam, harass, or abuse others
  • Reverse engineer, decompile, or attempt to derive the source code of the Service
  • Use automated systems to access the Service without express permission
  • Remove or alter any proprietary notices on the Service

8. Data and Content

8.1. Your Data

You retain ownership of all data you submit to the Service, including:

  • Feedback submissions
  • Customer information
  • Comments and responses
  • Any other content you create

8.2. Licence to Use

You grant us a limited, non-exclusive, royalty-free licence to use, store, and process your data solely for the purpose of providing the Service.

8.3. Third-Party Data

You are responsible for ensuring you have the necessary rights and consents to submit any personal data about your customers to our Service, including compliance with the UK GDPR and Data Protection Act 2018.

8.4. Data Deletion

Upon termination of your account:

  • You may request export of your data
  • Data will be permanently deleted within 30 days unless required to be retained by law

9. Intellectual Property

9.1. Our Intellectual Property

All intellectual property rights in the Service, including but not limited to:

  • Software and code
  • Text, graphics, and logos
  • Database structure and design
  • Trade marks and trade names

are owned by Ryan Weber Ltd or our licensors.

9.2. Your Licence

You are granted a limited, non-exclusive, non-transferable licence to use the Service in accordance with these Terms.

9.3. Restrictions

You may not:

  • Copy, modify, or create derivative works of the Service
  • Remove any proprietary notices from the Service
  • Use our trade marks without express written permission

10. Service Availability and Modifications

10.1. Availability

We strive to maintain high availability but do not guarantee uninterrupted access to the Service. We will:

  • Use reasonable efforts to maintain the Service
  • Provide notice of planned maintenance where practicable
  • Aim for 99.5% uptime (excluding scheduled maintenance)

10.2. Service Modifications

We reserve the right to:

  • Modify, suspend, or discontinue any aspect of the Service at any time
  • Introduce new features or modify existing features
  • Place limits on certain features or restrict access to parts of the Service

10.3. Notice of Changes

We will provide reasonable notice of material changes that may affect your use of the Service, including:

  • Posting on our website
  • Sending you an email notification (where applicable)
  • In-app notifications

11. Privacy and Data Protection

Your use of the Service is also governed by our Privacy Policy, which forms part of these Terms.

Key points:

  • We comply with the UK GDPR and the Data Protection Act 2018
  • We do not sell your personal data
  • You have rights to access, rectify, and delete your data
  • For full details, see our Privacy Policy at https://fivestar.support/privacy

For data protection enquiries, contact: tech@ryan-weber.com

12. Limitation of Liability

12.1. Exclusions of Liability

To the fullest extent permitted by law, Ryan Weber Ltd shall not be liable for:

  • Indirect, incidental, special, consequential, or punitive damages
  • Loss of profits, data, business, or goodwill
  • Downtime or unavailability of the Service
  • Loss or corruption of data

12.2. Cap on Liability

Our total liability shall not exceed the amount you have paid to us in the twelve (12) months preceding the claim.

12.3. Nothing Excludes Liability For:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Any matter for which it would be illegal to exclude or limit liability

13. Indemnification

You agree to indemnify and hold harmless Ryan Weber Ltd, our directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

  • Your use of the Service
  • Your breach of these Terms
  • Your violation of any laws or rights of third parties
  • Your submission of personal data about your customers without proper consent

14. Dispute Resolution

14.1. Resolution Process

If you have a dispute with us, we will attempt to resolve it as follows:

  1. You contact us at tech@ryan-weber.com with details of the dispute
  2. We will acknowledge your complaint within 5 working days
  3. We will investigate and respond within 30 days

14.2. Alternative Dispute Resolution

If we cannot resolve the dispute internally, you may have the right to refer the matter to Alternative Dispute Resolution (ADR). We will provide information about ADR providers if requested.

15. Modifications to These Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by:

  • Posting the updated Terms on our website
  • Sending you an email notification (where applicable) at least 30 days before changes take effect

Continued use of the Service after changes constitutes acceptance of the updated Terms.

16. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the remaining Terms remain in full force and effect.

18. Entire Agreement

These Terms constitute the entire agreement between you and Ryan Weber Ltd regarding the Service and supersede all prior agreements, communications, and understandings.

19. Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer. If you are a consumer, you may have additional rights under:

  • Consumer Rights Act 2015
  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
  • Digital Markets, Competition and Consumers Act 2024 (from Spring 2026)

20. Contact Information

For any questions about these Terms, please contact:

Ryan Weber Ltd

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Email tech@ryan-weber.com
Website https://fivestar.support
Company Number 16585489

Version: 1.0

Effective Date: 23 January 2026