Terms of service

HoopoeHQ is operated by Sparked FM Ltd, a company registered in England and Wales, number 16960222, whose registered office is 6 Chesterfield Drive, Burton Joyce, Nottingham, NG14 5EQ, United Kingdom. In these terms, "we" and "us" mean that company, and "you" means the agency that holds the account.

HoopoeHQ is a client delivery platform. You create workspaces, one for each of your clients, and your clients raise and follow requests inside their own workspace. Each workspace is isolated from the others, and that isolation is enforced by the server rather than by the interface.

Some features depend on third parties and may be unavailable if those third parties are. The AI drafting and summary features are optional and the product works without them.

You are responsible for what happens under your account. Anyone on your team with a staff role must use two-factor authentication; this is not optional and cannot be turned off while a staff membership exists.

Personal API tokens allow an assistant or a script to act as you, with exactly your permissions and no more. Treat a token as you would your password, and revoke it if it is exposed.

Client users are free and unlimited. You decide who to invite into each workspace, and you are responsible for having the right to invite them and for what they are shown there.

Agency plans are charged monthly in advance and include the client workspaces, team members, AI credits and storage shown on the pricing page. Extra team members and optional usage packs are priced separately. VAT is not currently charged. Any future applicable VAT will be shown before payment.

Every plan begins with a free trial. If you do not subscribe by the end of it, the account becomes read only rather than being deleted, so your clients' history stays reachable.

You may cancel at any time and keep your plan until the end of the period you have paid for. We do not refund part-months.

Included AI credits renew on the first day of each UTC calendar month, independently of your subscription renewal. The trial allowance is provided once. Purchased credits do not expire and require an active paid plan to use. A credit represents US$0.003 of model usage, with input, output and cached tokens charged at their published model rates.

AI requests reserve their maximum estimated cost before starting and release unused credits after confirmed usage. Uncertain provider costs remain reserved until reconciled. Requests stop when there are insufficient credits. We do not automatically buy credits or charge overages.

Storage measures retained files, including earlier versions, and does not reset monthly. Extra storage renews monthly until cancelled through Manage billing. At the storage limit, new uploads stop and existing files remain accessible. Refunds and disputed payments reverse the corresponding purchased allowance. We do not automatically delete saved files when an allowance falls.

On plans that include it, you may present the product under your own name, logo and colours, and on your own domain. You keep all rights in your brand assets and grant us only the permission needed to display them to your users. If your plan changes so that it no longer includes white labelling, your branding stops being applied.

You and your clients keep ownership of everything you put into HoopoeHQ. We store and process it in order to provide the service, and for no other purpose. We do not use your content to train models.

Do not use HoopoeHQ to store or send unlawful material, to infringe someone else's rights, to attempt to reach another agency's data, or to disrupt the service for others.

We aim to keep HoopoeHQ available and to give notice of planned maintenance where we can, but we do not guarantee uninterrupted service unless a separate written agreement says otherwise.

You may close your account at any time. We may suspend or end an account that breaches these terms, or where payment fails and remains unpaid after we have asked. On termination you may export your data for a reasonable period before it is deleted.

Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, our total liability in any twelve month period is limited to the fees you paid in that period, and we are not liable for loss of profit, revenue, or anticipated savings.

Support is provided by email during UK business hours, to the address shown on the pricing page. We do not commit to a response time unless a separate written agreement says otherwise. The service-level targets you may configure inside the product govern your relationship with your own clients, not ours with you.

Neither of us is liable for a failure to perform caused by something genuinely outside our reasonable control, including the failure of a third party this service depends on. Where that happens we will tell you, and if it continues for a prolonged period either of us may end the agreement without penalty.

You may not transfer your rights under these terms without our written consent, which we will not unreasonably withhold. We may transfer ours to a company that acquires our business, provided your rights are not reduced. We may use sub-processors to help run the service, as listed in the data processing agreement, and we remain responsible for what they do.

Notices to you are sent to the email address on your account, so keep it current. Notices to us go to josh.harris@thesparkedgroup.com, or by post to 6 Chesterfield Drive, Burton Joyce, Nottingham, NG14 5EQ, United Kingdom.

These terms, the privacy policy and the data processing agreement are the entire agreement between us, and they replace anything said beforehand. If any part is found unenforceable, the rest continues to apply. Nobody other than you and us may enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

We may change these terms and will tell you before a material change takes effect. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Questions about these terms: josh.harris@thesparkedgroup.com.