Fair terms for the CoNest digital service.

CoNest, trading as CoNest. Geographical and correspondence address: Bournemouth, Dorset, United Kingdom.

Website: conest.org.uk
Customer support: customerservice@conest.org.uk
Privacy enquiries: info@conest.org.uk

In these terms, “CoNest”, “we”, “us” and “our” refer to the operator identified above. “You” means the person using the service or purchasing a subscription.

CoNest is an online digital co-parenting and shared family organisation service. It may include accounts, connected family spaces, messages, structured communication, calendars, expenses, child-related profiles, document storage, calls and other digital tools.

CoNest is supplied as an ongoing digital service. Some features or files may also amount to digital content for the purposes of UK consumer law. The statutory rules that apply depend on the nature of the feature and the circumstances of the purchase.

A Free account contract is formed when we accept your registration and make the account available. A paid subscription contract is formed when Stripe or the relevant app store confirms the purchase and CoNest activates the paid plan.

Before payment, you will be shown the plan, price, billing interval, recurring nature of the subscription and relevant policy links. You must check that information before paying.

• You must be at least 18 and legally capable of entering into a contract.
• You must provide accurate information and keep it reasonably up to date.
• You are responsible for protecting your password, email account and devices.
• You must not share login credentials or allow another person to impersonate you.
• Children must not independently create or control an account unless CoNest provides a lawful, age-appropriate route.

Tell Customer Support promptly if you suspect unauthorised access.

CoNest Free, Plus and Pro may have different features, limits, storage and support. Website and app-store prices may differ. The final price and billing period are shown before purchase.

Monthly and yearly paid subscriptions renew automatically until cancelled. By completing checkout, the billing owner authorises the payment provider to collect the displayed recurring amount using the chosen payment method.

A website subscription is generally attached to the relevant connected CoNest family space. The billing owner is responsible for the subscription charge, although other authorised members may benefit from the plan.

CoNest Plus and Pro are primarily supplied as ongoing digital services. A UK consumer who enters into the contract online will normally have 14 days after the day the contract is made to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, unless a lawful exception applies.

Checkout requires you to accept these Terms and expressly request that CoNest begins the paid service immediately. If you cancel during the statutory period after making that request, we may deduct only the proportionate amount permitted by law for the service supplied before cancellation. If the requirements for that deduction have not been met, we will provide the refund required by law.

A separate rule may apply to a qualifying item of digital content supplied other than on a tangible medium. A cancellation right is lost for that digital content only where all statutory requirements, including express consent, acknowledgement and confirmation, have been met. Your rights where a service or digital content is faulty remain unaffected.

Website subscriptions can be cancelled from the CoNest Account and Billing page. You may also send a clear cancellation request from the account email address to customerservice@conest.org.uk. No cancellation reason is required.

CoNest cancellations take effect immediately once completed. Paid access ends, the family space returns to the applicable Free entitlement and no further recurring subscription charge will be created. Deleting the app, deleting an account or leaving a family space does not by itself cancel a subscription.

Immediate cancellation does not automatically create a refund for a past charge or unused time. Refund rights are explained below and statutory rights always take priority.

Apple App Store or Google Play subscriptions must normally be cancelled through the store account used to make the purchase. The store controls the cancellation and refund process.

Read the full Cancellation and Refund Policy →

Refund requests can be made through Customer Support. Include the account email, charge date, amount and a short explanation. Never send a full card number, CVC, password or one-time code.

We will provide any refund, repeat performance, repair, replacement, price reduction or other remedy required by the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK law. This may include remedies where the service is not supplied with reasonable care and skill, does not match binding information, or applicable digital content is not of satisfactory quality, fit for purpose or as described.

Outside statutory rights, refunds are not automatic merely because a subscription is no longer wanted. We may approve refunds for duplicate or incorrect charges, unauthorised payments, material service failure or other fair circumstances. Approved refunds are sent to the original payment method wherever possible.

Any successful refund of a CoNest subscription payment, or the opening of a chargeback or payment dispute, causes the connected paid subscription to be cancelled immediately and paid access to end. This prevents further recurring charges while the payment is reversed or investigated. A later reversal of the dispute does not automatically reactivate the old subscription; a new subscription may be required.

A chargeback is not intended to replace contacting us about an ordinary billing query, but nothing in these terms prevents a consumer from exercising lawful rights through their bank or payment provider.

If a recurring payment fails, Stripe may retry it in accordance with the billing settings shown to you. We may ask you to update the payment method and may restrict paid features or move the family space to Free if the subscription is unpaid, cancelled or otherwise inactive.

We will not remove rights you have already paid for except where cancellation, refund, dispute, non-payment, misuse, security or law justifies doing so.

The renewal date and billing interval are available in your account and Stripe billing portal. We will provide renewal information, reminders and any additional cooling-off information required by the law applying at the relevant time.

We may change prices. An increased recurring price will not be charged without the notice, information or consent required by applicable law and the payment provider’s rules. You may cancel before an increased price takes effect.

A shared space may contain information about children and other people. You must only invite people, add information, upload documents and share records where you have the necessary authority and lawful basis.

Parental responsibility or membership of a family space does not automatically create an unrestricted right to every record. Permissions, privacy rights, court orders, safeguarding duties and legal restrictions may affect access.

You retain rights you have in content you add. You give CoNest the limited permission needed to host, process, protect, display, back up and transmit it to provide the service and comply with law.

You are responsible for the accuracy and lawfulness of content you submit. We may preserve, restrict or remove content where reasonably necessary for security, safety, legal compliance, rights protection or enforcement of these terms.

You must not use CoNest to:

• Break the law, breach a court order or encourage unlawful activity.
• Harass, threaten, intimidate, stalk, monitor or abuse another person.
• Submit deliberately false, misleading, discriminatory or unlawful content.
• Upload information without authority or a lawful basis.
• Bypass security, access restricted systems or interfere with the service.
• Introduce malicious code, scrape protected data or misuse automated tools.
• Commercially exploit CoNest software, design or branding without permission.

CoNest is an organisational and communication service. It is not a court, legal adviser, medical service, therapist, safeguarding authority, contact supervisor or emergency service. It does not decide parenting arrangements, determine whether an allegation is true or enforce a court order.

Document-reading and organisational tools are aids only. You must review extracted dates, wording and suggestions against the original document and obtain professional advice where needed.

We aim to provide a reliable service but cannot promise uninterrupted availability. Maintenance, security work, faults, third-party failures and events outside reasonable control may affect access.

We may improve, replace or withdraw features. If a change materially reduces a paid service, we will provide the notice or remedy required by law. We may suspend or restrict an account where reasonably necessary to protect users, investigate misuse, comply with law or address non-payment.

CoNest software, branding, design and original materials are owned by or licensed to CoNest. You receive a personal, limited, non-transferable right to use the service while your account is active.

Stripe, Supabase, app stores, identity providers and other suppliers control their own services and may apply their own terms and privacy information.

Nothing in these terms excludes or limits liability where that would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your mandatory consumer rights.

If you use CoNest as a consumer, we are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, business loss arising from personal use, or loss caused by unlawful user content, unreviewed information, compromised credentials or events outside reasonable control, except where the law says otherwise.

Please contact customerservice@conest.org.uk first so we can investigate. We will provide information about an applicable accredited alternative dispute resolution provider where UK law requires us to do so.

These terms are governed by the laws of England and Wales. If you live elsewhere in the UK, you keep any mandatory rights to bring proceedings in the courts of the part of the UK where you live.

We may update these terms when the service, law or business changes. Material changes affecting an existing paid subscription will be communicated where required. The version shown at the top applies from its stated date and does not retrospectively remove accrued rights.

Customer support: conest.org.uk/support
Email: customerservice@conest.org.uk
Privacy and data requests: conest.org.uk/data-requests