TERMS OF SERVICE
1. AGREEMENT
These Terms of Service ("Terms") constitute a binding agreement between you ("Customer", "you") and Accolade ("we", "us"). By accessing or using accolade.live, you agree to these Terms. If you do not agree, do not use the platform.
2. THE SERVICE
Accolade provides a cloud-based event management platform for awards ceremonies, conferences, and weddings. The platform includes tools for nominations, judging, guest management, sponsorship, ticketing, ceremony production, and related workflows.
We reserve the right to modify, suspend, or discontinue any part of the service with 30 days' notice. Critical changes affecting your data or access will be communicated via email.
3. ACCOUNTS
You must provide accurate information when creating an account. You are responsible for maintaining the security of your login credentials and for all activity under your account. Notify us immediately at hello@accolade.live if you suspect unauthorised access.
You must be at least 16 years of age to use Accolade. Organisations must ensure that the individual creating the account has authority to bind the organisation to these Terms.
4. PLANS AND PRICING
Accolade offers four tiers for awards events: Free, Professional, Enterprise, and Agency. Conferences are billed under the Summit plan. Weddings are billed under the one-time Occasions plan. Every one of these, including Summit and Occasions, is priced on our pricing page, and pricing may change with 30 days' notice. Existing subscribers retain their current pricing for the duration of any pre-paid term and for at least 90 days after notice of change.
4.1 Tier limits
Each tier carries enforced limits on the number of events, seats, and guests. As of the date above:
- Free: 1 event, 1 seat, 50 guests, 50 nominations, 3 judges, 5 categories. Accolade-branded exports.
- Professional (£495/mo): 1 event per 12-month period, 3 seats, 500 guests. Your logo on exports.
- Enterprise (£1,750/mo): 1 event per 12-month period, unlimited seats, unlimited guests. Full white-label.
- Agency (£3,500/mo): 4 events per 12-month period, unlimited seats, unlimited guests. Multi-event console. Additional events available at £500/mo each.
An "event" is defined in our Acceptable Use Policy. Attempting to circumvent event limits by re-using a single event record for multiple physical events is a breach of these Terms and may result in account suspension and back-billing for the appropriate tier.
4.2 Billing cadence
Paid awards plans are billed monthly or annually. Annual billing includes a 20% discount. You may upgrade or downgrade at any time; upgrades take effect immediately with pro-rated billing; downgrades take effect at the next billing cycle.
4.3 Conferences (Summit) and Weddings (Occasions)
Summit (£129/mo, or £1,238/year billed annually) is billed monthly or annually like an awards plan. Occasions (£349) is a one-time payment covering twelve months of access for a single wedding; no recurring charges. Both are listed on the pricing page.
4.4 Intelligence add-on
The Intelligence add-on (£1,500/mo) is available on any paid tier and includes unlimited AI sponsor dossiers, AI proposal generation, sponsor matching, live pricing benchmarks, and quarterly market intelligence reports. It does not change your underlying tier limits.
5. PAYMENT
Payments are processed by Stripe. By subscribing, you authorise us to charge your payment method on a recurring basis (for monthly/annual plans) or as a one-time charge (for wedding/occasion plans). All prices are in GBP and exclusive of VAT unless stated otherwise.
Failed payments will be retried up to 3 times over 7 days. If payment cannot be collected, your account may be suspended until the balance is resolved. After 30 days of non-payment, the account may be downgraded to Free or terminated at our discretion.
6. CANCELLATION AND REFUNDS
You can cancel your subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period. You will retain access until that date.
Annual plans are refundable within the first 30 days. Monthly plans are not refundable for partial months. One-time Occasions plans are non-refundable after 14 days or once event data has been entered, whichever comes first.
Founder-tier or promotional pricing granted under a written agreement is locked in for the lifetime of the account and survives subsequent price changes, unless that account is in material breach of these Terms. Promotional codes are issued individually and are not transferable.
7. YOUR DATA
You retain full ownership of all data you enter into the platform. We process your data solely to provide the service, as described in our Privacy Policy and, where we act as your processor, in our Data Processing Agreement.
7.1 Multi-tenant isolation
Accolade is a multi-tenant platform. Each customer's data is stored in shared infrastructure but isolated at the row level by organisation ID. We commit to enforcing this isolation on every read and write. Where a tenant has a custom subdomain (e.g. yourname.accolade.live), requests are additionally scoped to that tenant's organisation. We do not share customer data between tenants and we do not allow other tenants to access your data.
7.2 Export and deletion
You can export your data at any time via CSV or PDF from your dashboard. After cancellation, your data is retained for 90 days for export purposes, then permanently deleted from primary databases.
Backups are encrypted and taken daily. They expire automatically on a rolling window set by our database provider, which means a record deleted from the live platform remains inside unexpired backups until the last backup containing it rolls off. Backups are never used to restore deleted customer records to the live platform. We are confirming the exact retention window with the provider and will publish it here once it is confirmed.
8. ACCEPTABLE USE
Your use of the platform is also governed by our Acceptable Use Policy. In summary, you agree not to:
- Use the platform for any unlawful purpose
- Attempt to gain unauthorised access to other accounts, tenants or systems
- Upload malicious code, viruses, or harmful content
- Resell, sublicense or redistribute access to the platform except as expressly permitted under the Agency tier
- Use automated tools to scrape or extract data from the platform other than through the export tools we provide in your dashboard
- Circumvent tier limits (e.g. running multiple physical events under a single "event" record)
- Violate the rights of nominees, judges, guests, or any other individuals whose data you manage
9. INTELLECTUAL PROPERTY
The Accolade platform, brand, design, code, and documentation are owned by Accolade. Your subscription grants you a non-exclusive, non-transferable licence to use the platform for your events.
Content you create within Accolade (proposals, letters, reports) belongs to you. Templates and AI-generated content are provided under a royalty-free licence for your commercial use.
10. AVAILABILITY AND SUPPORT
10.1 Availability
We target 99.9% monthly uptime measured against the production platform, excluding scheduled maintenance windows announced in advance. We aim to keep the platform available 99.9% of the time each calendar month, excluding announced maintenance.
We do not currently offer a service credit against this target, because we do not yet publish measured availability and we will not price a remedy on a figure we cannot show you. Service credits will be introduced alongside published availability monitoring, and the calculation method will be published with them. Until then this target is a commitment we hold ourselves to and not a formula, and your remedies are the ones the rest of these Terms give you — nothing here is your sole or exclusive remedy.
Availability is not measured or published today. Nothing in the platform records availability history, and accolade.live/status says so rather than showing a percentage nobody computed. We would rather state that here than publish a figure we cannot substantiate, or have you discover the gap during your ceremony.
10.2 Support
Severities are defined as follows, and the same definitions are published on accolade.live/support:
| Severity | Name | Definition |
|---|---|---|
| P1 | Outage | The platform, or a station you rely on, is unavailable or unusable for all of your users. |
| P2 | Broken feature with workaround | A feature does not work as documented, but there is a way to get the job done in the meantime. |
| P3 | Question or minor issue | A question, a cosmetic defect, or a request for guidance. |
Written first-response targets by tier are published on accolade.live/support. Free customers receive community and documentation support only. Agency customers additionally receive a 1-hour first response to P1 reports, 24/7, on event dates registered with us in advance. Outside registered event dates, the Agency target published on accolade.live/support applies.
11. LIMITATION OF LIABILITY
To the maximum extent permitted by law, Accolade's total liability is limited to the fees you paid in the 12 months preceding the claim. We are not liable for indirect, consequential, or incidental damages, including lost profits, data loss, or business interruption.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.
12. INDEMNIFICATION
You agree to indemnify and hold harmless Accolade from any claims arising from your use of the platform, your event data, or your violation of these Terms.
13. GOVERNING LAW
These Terms are governed by the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
14. CHANGES TO TERMS
We may update these Terms with 30 days' notice. Continued use after the notice period constitutes acceptance. Material changes will be emailed to account holders.
15. CONTACT
Questions about these Terms? Email hello@accolade.live. Data protection questions go to our Data Protection Lead at privacy@accolade.live.