Monthly Terms of Service

Last Updated: 11 December 2025

1. Overview

These Terms of Service (“Terms”) apply to customers who use Smartix services under a Monthly Subscription or Enterprise Agreement (“Monthly Contract”).
By creating an account, completing an application within Smartix Studio, or using Smartix services, you agree to these Terms.

Where a Customer has an individually negotiated contract, that contract will take precedence over these standard Terms to the extent of any inconsistency.

These Terms form part of the Smartix legal framework, which also includes the Smartix Privacy Policy, Data Processing Agreement (DPA), Service Level Agreement (SLA), and other documents at:
www.smartix.uk/terms

2. Service Access

All Monthly Contract customers receive access to:

Smartix Studio
Smartix API
Smartix Scan

You must keep your login credentials secure and notify Smartix of any suspected unauthorised access.

Smartix may update, modify, or improve the Service at any time, provided the core functionality of your Monthly Contract is not materially degraded.

For availability expectations, please refer to the Smartix SLA:
www.smartix.uk/terms/sla

3. Active Pass Allowance

Each Monthly Contract provides a defined maximum number of active passes allowed at any one time.

You may create and delete passes without limit, as long as the number of active passes does not exceed your contracted allowance.
Smartix may prevent new pass creation if the limit is reached.
Active-pass limits for your plan are specified in your individual agreement or in Smartix Studio.

4. Payment and Pricing

Monthly Contract fees are billed monthly in advance by Direct Debit via Stripe.

You are responsible for maintaining a valid Direct Debit mandate.

4.1. Billing Process

An invoice is generated at the start of each billing month.
Smartix will initiate collection five days after the invoice date.
Stripe may take up to two additional days to complete settlement.
All prices are shown exclusive of VAT unless stated otherwise.
A minimum monthly fee of £50 + VAT applies even if usage falls below this level.

No refunds or pro-rated credits are offered for partial months or unused allowances.

Pricing on the Smartix website may be superseded by individually agreed pricing in your Monthly Contract.

5. Invoices and Billing Records

Invoices are:

Automatically issued each month
Available in Smartix Studio
Sent to your registered billing email address

You must ensure your billing and contact information is accurate.

6. Grace Period, Non-Payment and Suspension

If a payment fails or your Direct Debit mandate is cancelled:

Smartix will notify you via email
A reasonable grace period may be provided to resolve the issue (duration determined case-by-case)
If payment remains outstanding after the grace period, Smartix may suspend or restrict access to the Service

6.1. Chargebacks

A Direct Debit chargeback or dispute will result in immediate account suspension.
Smartix may terminate the contract at its discretion.

7. Notifications and Usage Rules

Monthly customers may send wallet pass notifications subject to both Smartix rules and third-party platform restrictions.

7.1. Google Wallet Notification Limits

Google imposes surfaced-notification limits:

3 notifications per pass per 24 hours
8 notifications per pass per 24 hours for UK rail passes

7.2. Smartix Reasonable Use Requirements

Notifications — and any pass updates or patches intended to create a notification-like effect — must be used responsibly.

Examples:

Not allowed: promotional or spam-like messages sent frequently
Allowed: operational or event-related updates, batch updates close to event dates

Notification and pass-update behaviour is governed by the Smartix Fair Use Policy:
www.smartix.uk/terms/fair-use-policy

Smartix may suspend accounts that breach the Fair Use Policy or otherwise act unreasonably.

7.3. Google Wallet Notification Limits

Google imposes strict limits on surfaced notifications:

3 per pass per 24 hours
8 per pass per 24 hours for UK rail passes

Smartix enforces these limits automatically.

7.4. Smartix Notification Expectations

Smartix does not charge for notifications, but customers must:

Use notifications responsibly
Avoid spam-like or excessive campaigns
Ensure end-user experience is not negatively impacted

Smartix may suspend accounts for unreasonable or abusive notification activity.

Examples:

Not allowed: daily promotional messages to all users.
Allowed: operational updates, schedule changes, event reminders.

8. Queued Operations

Some operations may be processed asynchronously to ensure system reliability.

8.1. Bulk Processing Queue

Requests affecting multiple passes are processed through Smartix’s bulk processing queue:

Passes are processed sequentially
Processing time depends on batch size and system load
Bulk processing delays do not count as downtime under the SLA

8.2. Google Wallet Delivery Queue

Issuing or updating a Google Wallet pass requires communication with the Google Wallet API.

If the Google API is unavailable or returns errors, Smartix places the request into a retry queue
Smartix will retry regularly until the request succeeds
Delays caused by Google API outages do not count toward Smartix downtime

9. Acceptable Use

You must use Smartix services in a lawful and responsible manner.

Prohibited activities include:

Illegal, misleading, or fraudulent use
Generating deceptive passes
Excessive or abusive notification use
Interference with Smartix systems
Actions that breach Apple or Google Wallet policies
Attempting to reverse engineer or subvert Smartix systems

Smartix may suspend or terminate accounts engaging in prohibited conduct.

10. Support

Support for Monthly Contract customers is available via:

Smartix Studio support page
Support email where provided

Smartix aims to:

Respond to general enquiries within 2 business days
Handle critical issues as soon as possible, 24/7

These are response targets, not guaranteed service levels.

For availability commitments, refer to the Smartix SLA.

11. Data and Privacy

Smartix processes data in accordance with:

Smartix Privacy Policy
Smartix Data Processing Agreement (DPA)

Customers act as Data Controllers for all Pass Data they upload.

Smartix:

Encrypts pass data, logs, notifications, and messages using AWS KMS with rolling keys
Decrypts Pass Data only inside secure AWS Lambda runtime environments
Allows customers to store specific searchable fields unencrypted (if configured)

More information is available at:
www.smartix.uk/terms/privacy-policy

12. Intellectual Property

All software, technology, documentation, and branding remain the property of Smartix Ltd.

You receive a limited, non-exclusive, non-transferable licence to use the Service for your organisation’s legitimate business purposes under these Terms.

13. Term and Termination

Monthly Contracts:

Continue on a rolling monthly basis unless otherwise agreed
May be terminated by either party with notice, typically three months, unless an individual agreement specifies otherwise

Smartix may suspend or terminate the Service immediately if:

You breach these Terms
You fail to pay fees
You misuse notifications or pass features
Your activity presents a security, legal, or operational risk

Upon termination:

All outstanding fees become due immediately
Account closure occurs at the end of the billing period
No refunds or pro-rated credits are provided

14. Liability

Smartix provides the Service on an “as-is” and “as-available” basis.

Smartix is not liable for:

Indirect or consequential losses
Loss of profit or business interruption
Failures or delays caused by Apple, Google, AWS, Stripe, or other external providers

Smartix’s total liability for any claim will not exceed the monthly fees paid in the 30 days preceding the event giving rise to the claim.

15. Changes to Terms

Smartix may update these Terms periodically.
Updated Terms will be published at:

www.smartix.uk/terms/monthly

Updated Terms apply from the date of publication unless otherwise agreed in writing.

Individual written agreements take precedence over these general terms.

16. Governing Law

These Terms are governed by and interpreted in accordance with the laws of England and Wales.
Any disputes will be resolved exclusively in the courts of England and Wales.