Terms of Use

These Terms of Use govern conciergebysugar.com, www.sugarwallet.co.uk and the services provided in the UK by Conciergebysugar Ltd (company number 16711762), of 41 Castlehaven Road, London, NW1 8RJ ("Sugar", "we", "us" or "our").

By creating an account, buying a membership, or using our services, you agree to these Terms. Please read them before you use Sugar.

1. Who may use Sugar

You must be at least 18 and legally able to enter into a contract. Sugar is designed for adults managing household finances in the UK. You must give us accurate, current information and use Sugar only for your own finances or where you have authority to act.

2. What Sugar does

Sugar is a financial concierge and financial-wellbeing service. Depending on your membership, we may review bills, debts, insurance, mortgages, subscriptions, and other financial documents; identify potential savings; compare available options; help prepare communications; and, with your approval, help carry out agreed administrative steps.

You remain responsible for every financial decision. We will not switch a provider, accept an offer, enter into a contract, or make another material change on your behalf without the authority required for that step.

3. No regulated or professional advice

Unless we expressly agree otherwise in writing through an appropriately authorised service, Sugar provides general information and administrative support, not personalised regulated financial advice, investment advice, mortgage advice, debt counselling, tax advice, or legal advice. Sugar is not a bank, lender, insurer, or credit-reference agency.

Rates, eligibility, savings estimates, AI-generated content, and example calculations may change or contain errors. Check important information and obtain independent professional advice where appropriate before acting.

4. Accounts, email, and documents

• Keep your account and sign-in methods secure, and tell us promptly about suspected unauthorised use.
• If you connect an email account, the permission is read-only and is used to find relevant financial documents. We cannot send, delete, or change your emails.
• You may instead provide documents through supported upload or email channels.
• Sugar does not connect to bank accounts in the UK and will never ask for your online-banking password.
• Do not provide information you do not have the right to share.

Our Privacy Policy explains how we use and protect personal data.

5. Memberships, prices, and payment

Prices are shown in pounds sterling (GBP) at checkout. The checkout page shows the billing frequency, membership term, price, and any promotion before you pay. Payments are processed by our payment provider.

Paid memberships are a 12-month term unless checkout clearly states otherwise. If our pricing page or checkout gives you a two-week cancellation right or a savings-related refund promise, that promise forms part of your contract subject to the eligibility and calculation details shown with it. To cancel or ask about a refund, email us.

For the membership shown on our Pricing page: If savings are below £4,000 over your 12-month membership, we refund any membership fees you paid above 10% of those savings. If we find no savings, we refund your membership fees. Your membership covers savings up to £4,000; a 10% success fee applies only to savings above that amount. This is a refund of membership fees, not a payment of the savings shortfall. The refund cannot exceed the membership fees you paid.

Nothing in these Terms affects cancellation, refund, quality, or other rights that cannot lawfully be excluded under the Consumer Rights Act 2015 or other applicable consumer law.

6. Acceptable use

• Do not use Sugar unlawfully, fraudulently, or to harm another person.
• Do not provide false or misleading information or impersonate another person.
• Do not attempt unauthorised access, interfere with the service, introduce malicious code, scrape the service, or reverse engineer protected software except where the law expressly permits it.

We may restrict or suspend access where reasonably necessary to protect users, comply with law, investigate misuse, or address a material breach. Where practicable, we will explain what happened and how to contact us.

7. Third-party services and offers

Sugar may use or link to third-party providers, including email, identity, payment, cloud, analytics, communications, and AI-processing services. A third party's own terms and privacy notice may also apply. We are not responsible for a provider's decision to offer, refuse, withdraw, or change a product.

8. Intellectual property

Sugar or its licensors own the service, branding, software, and original content. You may use the service for your personal, non-commercial purposes. You may not copy, resell, distribute, or create derivative works from protected parts of the service without permission, except where law allows it.

9. Service standards and liability

We will provide the service with reasonable care and skill. Online services can experience interruptions, and we cannot promise uninterrupted availability or guarantee that a particular provider will accept an application or that you will achieve a particular saving.

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot legally be limited.

Subject to the previous paragraph, we are not responsible for losses that were not reasonably foreseeable when the contract was made, business losses suffered by a consumer, or losses caused by inaccurate information you supplied or by a third party outside our reasonable control. These Terms do not require you to compensate us merely for making a valid consumer claim.

10. Ending the service

You may stop using Sugar and may request account deletion, subject to records we must retain by law. Membership cancellation and payment obligations are governed by Section 5 and the terms shown at checkout. We may end the service for a serious or repeated breach, unlawful use, or where we can no longer lawfully or reasonably provide it.

11. Changes to these Terms

We may update these Terms to reflect service, legal, security, or business changes. If a change materially disadvantages an existing paid member, we will give reasonable notice where practicable. The date at the top shows the latest version.

12. Governing law and disputes

These Terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you also retain the protection of mandatory local consumer law and may bring proceedings in your local courts. Otherwise, the courts of England and Wales will have jurisdiction.

Please contact us first so we can try to resolve a complaint. This does not restrict your right to use any court or dispute process available under applicable law.

13. Contact us

Email: support@conciergebysugar.com

Conciergebysugar Ltd, 41 Castlehaven Road, London, NW1 8RJ

Privacy Policy

This notice explains how Conciergebysugar Ltd uses personal data when you use the Sugar website and services in the UK. Conciergebysugar Ltd (company number 16711762), of 41 Castlehaven Road, London, NW1 8RJ, is the controller of the personal data described here under the UK GDPR and Data Protection Act 2018.

1. Scope

This policy covers conciergebysugar.com, www.sugarwallet.co.uk, Sugar accounts, memberships, customer support, document and email connections, financial-concierge work, and related communications. It does not replace the privacy notices of providers whose websites or products you choose to use.

2. Personal data we collect

• Identity and contact data: name, email address, telephone number, country, and account identifiers.
• Account and service data: sign-in records, preferences, membership status, support messages, instructions, approvals, and records of work completed for you.
• Financial-document data: information contained in bills, statements, renewals, credit agreements, insurance documents, mortgage documents, receipts, and other files you choose to share.
• Email-connection data: provider, connection status, OAuth permissions and tokens, and relevant read-only message metadata and content needed to identify financial documents.
• Payment data: plan, price, payment status, billing cadence, and transaction identifiers. Our payment processor handles full card details; Sugar does not need to store them.
• Technical and usage data: IP address, browser, device, approximate location derived from IP, logs, page activity, referral information, cookies, and security events.

Sugar does not offer bank-account connections in the UK and will never ask for your online-banking password.

3. Where the data comes from

We receive data directly from you, from documents and email accounts you authorise us to read, from authentication and payment providers, from service providers that support Sugar, and from publicly available sources where needed to compare providers or validate information.

4. How and why we use personal data

• To perform our contract: create and secure your account, provide the membership, find and analyse relevant documents, identify possible savings, respond to instructions, process payments, and provide support.
• For legitimate interests: improve and troubleshoot Sugar, measure service performance, prevent fraud and misuse, keep records, understand demand, and communicate about closely related service features. We balance these interests against your rights.
• With consent: connect an email provider where its authorisation flow requires consent, send optional marketing, or use non-essential cookies where consent is required. You may withdraw consent at any time.
• To comply with law: keep required financial and corporate records, respond to lawful requests, protect legal rights, and meet data-protection and consumer-law duties.

We do not sell personal data or use the contents of connected email or uploaded financial documents for third-party advertising.

5. Connected email and Google user data

Email access is read-only and limited to finding and processing relevant financial documents. Sugar cannot send, alter, or delete messages. Access to Google user data follows the Google API Services User Data Policy, including its Limited Use requirements. You can disconnect an email provider in Sugar or revoke its access through the provider.

We use connected-email data only to provide or improve the user-facing Sugar features you request, protect those features, and comply with law. We do not transfer this data to advertising platforms, data brokers, or humans for general inbox surveillance.

6. AI and automated processing

Sugar may use automated systems and AI providers to classify documents, extract fields, compare options, draft summaries, and prioritise work. Outputs can be wrong and are subject to appropriate checks. Sugar does not make a decision based solely on automated processing that produces legal or similarly significant effects for you. You may ask for human review or challenge an output by contacting us.

7. Who we share data with

We share only what is reasonably needed with:

• cloud hosting, database, security, monitoring, and communications providers;
• identity, email, document-processing, and customer-support providers;
• payment processors and professional advisers;
• AI and analytics providers acting under contractual controls;
• providers or counterparties you ask us to contact or compare; and
• regulators, courts, law enforcement, or other parties where required by law or necessary to establish, exercise, or defend legal rights.

Service providers may act as processors under our instructions or as separate controllers where they determine their own purposes, such as a payment provider meeting its legal obligations.

8. International transfers

Some providers process data outside the United Kingdom. Where UK data protection law requires a safeguard, we rely on an adequacy regulation, the UK International Data Transfer Agreement or Addendum, or another lawful mechanism, together with appropriate technical and contractual protections. You may ask us for more information about the safeguard used for a relevant transfer.

9. How long we keep data

We retain personal data only for as long as reasonably needed for the purpose collected, including providing your account and membership, resolving complaints, enforcing agreements, preventing fraud, and meeting tax, accounting, and legal duties. Retention periods vary by record. When data is no longer needed, we delete or anonymise it unless law requires continued retention.

10. Security

We use access controls, encryption in transit and at rest where appropriate, logging, restricted staff access, and supplier controls. No online system is risk-free. If a personal-data breach is likely to create a risk to people, we will notify the Information Commissioner's Office and affected people when the law requires it.

11. Your UK data-protection rights

Depending on the circumstances, you may have the right to:

• access your personal data and receive a copy;
• correct incomplete or inaccurate data;
• ask us to delete data or restrict how it is used;
• receive certain data in a portable format;
• object to processing based on legitimate interests or direct marketing;
• withdraw consent without affecting earlier lawful processing; and
• ask for human intervention regarding qualifying automated decisions.

These rights can have legal exceptions. Email support@conciergebysugar.com to make a request. We may need to verify your identity and normally respond within one month.

You may also complain to the Information Commissioner's Office (ICO). We would appreciate the chance to address your concern first.

12. Cookies and analytics

Sugar uses essential storage for security, sign-in, checkout, and preferences. We may use analytics to understand how the public website and service are used. Where UK law requires consent for non-essential cookies or similar technology, we will request it before use. Browser controls can also restrict cookies, although essential features may stop working.

13. Children

Sugar is for adults aged 18 and over. We do not knowingly collect data from children. Contact us if you believe a child has provided data so we can investigate and delete it where appropriate.

14. Changes to this policy

We may update this policy when the service, law, or our providers change. We will post the new version here and use reasonable means to notify account holders of material changes.

15. Contact us

Email: support@conciergebysugar.com

Conciergebysugar Ltd, 41 Castlehaven Road, London, NW1 8RJ