Last updated: 26 Jan 2026
This agreement (“Agreement”) sets out the terms under which Interrobang Limited, trading as Vouchsafe, provides its services to customers.
By accessing or using the Services, you agree to be bound by this Agreement.
1. Definitions
In this agreement:
“Agreement” means this master services agreement, together with any Payment Schedule and any additional or varied terms we both agree in writing, including any supplementary service level agreement.
“Effective Date” means the date this agreement is signed by the last party to do so.
“Commencement Date” means the date the Services start and fees become payable, as set out in the Payment Schedule.
“Provider”, “we”, “us” or “Vouchsafe” means Interrobang Limited, trading as Vouchsafe.
“Customer”, “you” or “your” means the organisation entering into this agreement with us.
“Services” means the identity, age, address, and related verification services we provide under this agreement.
“Authorised Users” means your employees and contractors who are allowed to access the Services on your behalf.
“Payment Schedule” means the document setting out your fees, billing cycle, usage allowances, and Commencement Date.
“Token” means a unit used to measure usage of the Services.
“Customer Data” means data you provide to us that is not personal data relating to an individual being verified.
“End User Data” means personal data relating to an individual whose identity, age, or address is verified using the Services.
“Data Protection Laws” means all applicable data protection and privacy laws in the United Kingdom, including UK GDPR and the Data Protection Act 2018.
“Confidential Information” means information disclosed by one party to the other that is confidential or would reasonably be considered confidential, including information about business operations, pricing, security, suppliers, sub-processors, data sources, and third-party services used to provide the Services.
“Resale” means making the Services available to any third party, whether directly or as part of another product or service.
“Term” means the period starting on the Effective Date and continuing until this agreement is terminated.
2. Agreement structure and precedence
This agreement sets out the general terms under which we provide the Services to you.
It applies together with any Payment Schedule we both sign. The Payment Schedule sets out fees, billing, usage allowances, and the Commencement Date.
We may also agree additional or varied terms in writing, including supplementary service level agreements. These apply only if signed by both parties.
If there is a conflict:
- any additional or varied terms take priority, but only for the matters they cover;
- a supplementary service level agreement takes priority for service levels;
- a Payment Schedule takes priority for fees and billing; and
- this agreement takes priority over all other documents.
Together, these documents form the entire agreement between us.
3. Services
We provide the Services to help you verify identity, age, address, and related information as part of your business processes.
The Services are provided through our platform, including any dashboards, APIs, or other interfaces we make available to you, as described in our documentation.
You may use the Services only for your own internal business purposes and only through your Authorised Users.
We may update, improve, or change the Services from time to time. This may include adding, removing, or modifying features, verification methods, or underlying providers. We will not make changes that materially reduce the overall functionality of the Services you are paying for without reasonable notice.
The Services provide verification results and signals to support your decision-making. You remain responsible for how those results are used and for any decisions you make based on them.
4. Customer responsibilities
You are responsible for how you use the Services and for complying with all laws and regulations that apply to your business.
You must use the Services lawfully and not for fraud, coercion, or any unlawful or harmful activity.
You are responsible for deciding whether and how to use verification results, including identity, age, and address checks, to meet your legal or regulatory obligations. The Services support your decision-making but do not replace it.
For data protection purposes, you are responsible for determining the lawful basis and purpose for processing personal data. When providing the Services, we normally act as a processor or sub-processor on your behalf. The detailed data protection terms that apply are set out in the data processing agreement.
You must ensure that you have all necessary rights, notices, and consents to collect and share End User Data with us and to use the Services for your intended purposes.
You may only allow access to the Services through your Authorised Users. You are responsible for their actions and for keeping access credentials secure.
You must not resell, sublicense, or make the Services available to any third party unless we have agreed otherwise in writing.
You must not use the Services in a way that would put us in breach of Data Protection Laws or duties imposed by regulators or trust framework rules.
5. Fees and payment
All use of the Services is measured using Tokens.
Each verification, lookup, or check consumes a number of Tokens, broadly based on the type and number of checks performed. Tokens are consumed only when a check is completed. We do not charge Tokens for abandoned or incomplete attempts.
Your plan, as set out in the Payment Schedule, may include a monthly or annual Token allowance, or no allowance at all. Some plans may also limit the types of checks that can be performed.
If you use more Tokens than your plan includes, overage charges will apply. Overage charges are calculated based on actual usage in each calendar month and are billed at the end of that month, regardless of whether you are on a monthly or annual plan.
You may also pre-purchase additional Tokens at discounted rates, where this is offered in the Payment Schedule. Pre-purchased Tokens:
- are non-transferable;
- are used first, before any overage charges are applied; and
- normally expire 12 months after purchase, unless we agree otherwise in writing.
We will invoice you in accordance with the Payment Schedule. Invoices are payable within the time period stated on the invoice.
Fees are exclusive of VAT and any other applicable taxes, which you are responsible for paying.
If any undisputed amount is not paid when due, we may suspend access to the Services until payment is made.
6. Service levels and support
Availability
We aim to provide 99.99% service availability in each calendar month, measured at the load balancer.
Maintenance
We may carry out maintenance or updates from time to time. Where planned maintenance is expected to last longer than 30 minutes, we will give at least 7 days’ notice where practicable. Emergency maintenance may be carried out without notice.
Support hours
Our standard support hours are Monday to Friday, 9am to 5pm (UK time), excluding bank holidays.
Response and resolution times
We aim to respond to new support requests within:
- Pay as you go plan: 8 business hours
- Flex plan: 4 business hours
We aim to resolve support requests within:
- Pay as you go plan: 3 business days
- Flex plan: 2 business days
Supplementary SLAs
Customers with a supplementary service level agreement may have different service levels or response times, which will apply instead of the defaults set out above.
Service credits
If we miss agreed service levels, we may credit your account with additional Tokens.
Service credits are provided as Tokens only and are the remedy for service level failures, unless we agree otherwise in writing.
7. Data protection and privacy
We process personal data in connection with the Services in accordance with Data Protection Laws.
For data protection purposes, you are responsible for determining the purposes and lawful basis for processing personal data. When providing the Services, we normally act as a processor or sub-processor on your behalf.
The detailed data protection terms that apply to the Services are set out in the data processing agreement, which forms part of this Agreement.
We operate the Services in line with duties imposed by regulators and applicable trust framework rules.
We will take appropriate technical and organisational measures to protect personal data and will notify you of any personal data breach affecting the Services in accordance with the data processing agreement.
8. Intellectual property
We own all intellectual property rights in the Services, the platform, and our documentation.
You own your Customer Data and End User Data. Nothing in this agreement transfers ownership of that data to us.
While this agreement is in force, we grant you a non-exclusive, non-transferable right to use the Services for your internal business purposes, in line with this agreement.
You must not copy, modify, reverse engineer, or create derivative works from the Services, except where the law does not allow this restriction.
We may use aggregated and anonymised data derived from use of the Services to operate, improve, and develop our services. This data will not identify you or any individual.
9. Confidentiality
Each party must keep the other party’s Confidential Information confidential and must not disclose it to anyone else, except as allowed under this agreement. Confidential Information includes information about business operations, pricing, security, suppliers, sub-processors, data sources, and third-party services used to provide the Services.
Confidential Information may be used only to perform obligations or exercise rights under this agreement.
A party may disclose Confidential Information:
- to its employees, contractors, and advisers who need to know it and are bound by confidentiality obligations; or
- where disclosure is required by law, in which case the party will notify the other party where permitted.
The confidentiality obligations do not apply to information that:
- is or becomes public other than through a breach of this agreement;
- was lawfully known before disclosure; or
- is independently developed without reference to the Confidential Information.
These confidentiality obligations continue after this agreement ends.
10. Warranties and disclaimers
We warrant that we will provide the Services with reasonable care and skill.
Except as set out in this agreement, the Services are provided as is and as available. We do not warrant that the Services will be error-free, uninterrupted, or suitable for any particular purpose.
We do not guarantee the accuracy or completeness of any verification results. The Services provide information and signals to support your decision-making, and you remain responsible for how those results are used.
Each party warrants that it has the authority to enter into this agreement and to perform its obligations under it.
11. Liability and responsibility
Nothing in this agreement limits or excludes any liability that cannot be limited or excluded by law.
Subject to that, we are not liable for any indirect, consequential, incidental, or special losses, including loss of profits, revenue, business, goodwill, or anticipated savings.
We are not responsible for losses, claims, or costs arising from:
- how you use the Services or verification results;
- decisions you make based on those results; or
- your failure to comply with applicable laws or regulations.
Our total liability to you under or in connection with this agreement is limited to the total fees you have paid to us in the 12 months before the event giving rise to the claim.
12. Suspension and termination
Suspension
We may suspend access to the Services if:
- you do not pay fees when they are due;
- you breach this agreement; or
- we reasonably believe the Services are being used unlawfully or in a way that could cause harm.
Where practicable, we will tell you why we have suspended the Services and what you need to do to restore access.
Termination by you
You may terminate this agreement by giving notice in line with the Payment Schedule. Unless agreed otherwise, termination takes effect at the end of the current billing period.
Termination by us
We may terminate this agreement immediately by notice if:
- you materially breach this agreement and fail to remedy the breach within a reasonable time after being asked to do so; or
- you use the Services unlawfully.
Effect of termination
When this agreement ends:
- your right to use the Services ends immediately;
- any unpaid fees become due; and
- you may request access to your data in line with section 13.
Sections that by their nature should continue after termination will remain in force.
13. Data return and deletion
Before this agreement ends, you may download verification results and related records from the Services, including:
- PDF copies of individual verification results via the dashboard;
- a CSV export of verification records; or
- JSON data accessed through the API, where available.
If you ask us in writing, we will provide a copy of your Customer Data and End User Data in a reasonable and commonly used format, where this is technically feasible.
After termination, we will delete End User Data processed under this agreement in line with your configured retention settings or within a reasonable period after your written request, unless we are required by law or trust framework rules to keep it for longer.
The detailed handling of personal data, including retention and deletion, is set out in the data processing agreement.
14. Force majeure
Neither party is responsible for any failure or delay in performing its obligations under this agreement where that failure or delay is caused by events beyond its reasonable control. This includes natural disasters, war, terrorism, civil unrest, government action, failure of utilities or networks, or widespread outages affecting third-party infrastructure.
If a force majeure event continues for more than 60 days, either party may terminate this agreement by written notice.
15. General
You may not assign or transfer this agreement without our prior written consent, except as part of a sale of your business or assets. We may assign this agreement as part of a corporate reorganisation or sale.
Nothing in this agreement creates a partnership, agency, or joint venture between us. We are independent contractors.
We may use your name and logo to identify you as a customer of the Services in our marketing materials and on our website. You may ask us to stop doing this at any time by giving us written notice, and we will do so within a reasonable period.
Any notice under this agreement must be given in writing and sent to the contact details we have for each other. Notices are effective when received.
If any part of this agreement is found to be invalid or unenforceable, the rest will remain in force.
If either party does not enforce a right under this agreement, that does not waive the right to enforce it later.
This agreement sets out the entire agreement between us and replaces any prior discussions or agreements relating to the Services.
16. Governing law and jurisdiction
This agreement is governed by the laws of England and Wales.
The courts of England and Wales have exclusive jurisdiction to resolve any dispute arising out of or in connection with this agreement.