Last updated: 22 April 2025
These terms explain how you can use Vouchsafe’s KYC and identity verification services. If you use Vouchsafe, you agree to these rules.
For questions, email help@vouchsafe.id
1. Who can use Vouchsafe
- End users using Vouchsafe to verify themselves
- Business customers using Vouchsafe to verify their own users
Separate commercial contracts may apply for business customers, which add to these terms.
2. How we make money
Vouchsafe is free for end users.
We charge our business customers for checking and verifying customer identity data. We do not sell end user data. Users control when and how their data is shared.
Plan names, token prices, and feature limits are shown on our pricing page and may change with 30 days’ notice.
3. Your responsibilities
3.1 Legal and safe use
You must use the service lawfully and not for fraud, coercion, or any criminal activity.
3.2 Personal use
You may not assign or resell access to the platform without written agreement from us.
3.3 Account security
Keep your login details and unique sign-in links safe. Contact help@vouchsafe.id if your account is accessed without permission.
4. Sub-processors and third parties
We use trusted providers such as Amazon Web Services and Vercel to help run our services. These may process or store data on our behalf.
A full list of sub-processors is available on request. We’ll notify customers of material changes at least 30 days in advance.
5. Service levels (SLAs)
5.1 Uptime
We aim for 99.99% service availability in each calendar month, measured at the load balancer.
5.2 Scheduled maintenance
We will give at least 7 days’ notice for maintenance longer than 30 minutes. Emergency patches may be applied without notice.
5.3 Support hours and response times
Our standard support hours are Mon–Fri 9–5, excluding bank holidays.
We respond to new tickets within:
- 8 business hours for Pay as you go customers
- 4 business hours for Flex customers
- 1 business hour on the Enterprise plan
We resolve tickets within:
- 3 business days for Pay as you go customers
- 2 business days for Flex customers
- 12 business hours on the Enterprise plan
Enterprise customers may have specific SLAs in place which supersede these standard terms.
5.4 Data accuracy
Our automated checks use algorithms benchmarked in the latest NIST Face Recognition Vendor Tests (FRVT) and ISO/IEC 30107‑3 liveness tests. Vouchsafe is certified to ISO 27001:2022 and operates as a certified IDSP under the UK Digital Identity & Attributes Trust Framework (gamma 0.4).
We aim for a False Match Rate (FMR) of ≤ 0.01 % (1 in 10 000) and a False Non‑Match Rate (FNMR) of ≤ 1 % (1 in 100) across our biometric and photo ID checks.
Final recommendations are probabilistic, and are made with no warranty or guarantee of perfect accuracy. If you believe a result is wrong, email help@vouchsafe.id and we will review it within 2 business days.
5.5 Remedies
If we miss a target in 5A.1 or 5A.3, Enterprise customers may claim service credits equal to a percentage of monthly fees for each full hour of breach. Credits will be applied to the next invoice and are your sole remedy for SLA failures. The precise figure will be quoted in your contract.
6. Changes to these terms
We may update these terms from time to time.
- You’ll be notified by email and in-app at least 30 days in advance.
- We track and record acceptance of updated terms.
- If you do not agree to the changes, you may stop using the service and request data deletion.
7. Privacy and data protection
We follow UK data protection law and the UK DIATF.
- Your personal data is used only for lawful purposes.
- Our full privacy policy explains your rights.
- You can ask us to correct, delete, restrict, or export your data.
- We will inform you of any breach affecting your data.
We use automated checks (such as face recognition) for identity verification. You can request a human review of any automated recommendation.
7.1 Data location and international transfers
We store personal data primarily in the United Kingdom, in the AWS London region (eu-west-2).
In some cases, data may be processed or backed up in other locations with adequate protections under UK data law.
If we transfer data outside the UK or EEA, we use approved safeguards such as Standard Contractual Clauses.
All processing follows UK GDPR and the ICO’s guidance on international transfers.
7.2 Legal requests and data separation
If we receive a valid legal request (such as a subpoena or court order), we will only disclose customer data:
- When legally required to do so
- After verifying the request is lawful and specific
- In a way that protects the confidentiality of other customers’ data
Vouchsafe maintains strict data separation between client organisations. We will not disclose your information in response to a request targeting another customer.
Where permitted by law, we will notify you if your data is subject to a legal request.
8. Monitoring compliance
We regularly review laws, regulations, and DIATF updates. Our security and privacy practices are updated to remain compliant.
9. Intellectual property
We own the software, tools, and documentation provided. You may not copy, reverse-engineer, or modify our service.
10. Collaboration and sublicensing
At present, Vouchsafe does not support sublicensing or collaborative use with third-party vendors. If this changes, written consent will be required.
11. Liability
- The service is provided “as is”, without guarantees.
- We are not liable for indirect, incidental, or punitive damages.
- Our total liability is limited to the fees you paid in the last 12 months (if any).
- We are not liable for service disruptions beyond our control (see Force Majeure).
12. Indemnity
You agree to indemnify Vouchsafe against any claims, losses, or legal fees arising from your breach of these terms or misuse of the service.
13. Force Majeure
We’re not responsible for delays caused by events outside our control (e.g. natural disasters, war, government action). If such an event lasts over 60 days, either party may end the agreement.
14. Complaints and disputes
- For help, contact help@vouchsafe.id or use the in-app support chat.
- You can raise complaints with the UK Information Commissioner’s Office (ICO).
15. Ending the service
15.1 You can leave at any time
Clients may cancel a paid plan from the Dashboard. The agreement ends at the close of the current billing period unless stated otherwise in your commercial contract.
15.2 Our right to suspend or terminate
We may suspend or terminate access immediately if you breach these terms or use Vouchsafe unlawfully. We will tell you why unless the law prevents us.
15.3 Data extraction
Before your account closes you may:
- Download verification results in PDF format from the dashboard, or in JSON format with our API
- Request an encrypted S3 archive or CSV record of raw uploads and results
15.4 Data deletion
We delete personal data in line with your verification flow’s retention settings or within 30 days of your written request, whichever is sooner, unless law requires us to keep it longer.
15.5 Survival
Sections on privacy, intellectual property, liability, indemnity and governing law survive termination.
16. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be resolved in English courts.
We will notify business customers by email at least 30 days before a change to these terms takes effect. Continued use after that date means you accept the update.