Terms of Service

Effective date: 8 May 2026 Last updated: 10 May 2026

1. Who we are

PinStaQ is a lost-and-found recovery service that helps owners register items, connect PinStaQ identifiers such as QR codes or tags to those items, receive found-item notifications, communicate with finders, and arrange safe return through supported return channels.

These Terms are between you and:

References to PinStaQ, we, us, or our mean the entity above.

2. Regulations and legal frameworks these Terms are designed to support

Where applicable to PinStaQ's services, users, and operating territories, these Terms are designed to support compliance with:

Consumer and ecommerce rules

• Consumer Rights Act 2015, including reasonable care and skill for services, digital content rules, and fairness of consumer terms.
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including pre-contract information, online/distance selling requirements, cancellation rights, and hidden-cost controls.
• Consumer Protection from Unfair Trading Regulations 2008, as amended and supplemented by applicable consumer protection law.
• Digital Markets, Competition and Consumers Act 2024, including unfair commercial practice enforcement, subscription transparency, and subscription-contract rules as relevant provisions come into force.
• Electronic Commerce (EC Directive) Regulations 2002, including online service-provider identity and contact information requirements.
• Consumer Rights (Payment Surcharges) Regulations 2012, where applicable to payment charges.
• Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, where applicable to consumer complaint signposting.

Privacy and electronic communications

• UK GDPR and Data Protection Act 2018.
• Privacy and Electronic Communications Regulations 2003 (PECR).
• EU GDPR and applicable EU/EEA ePrivacy rules, where PinStaQ offers services to users in the EEA.

Platform, safety, and online service rules

• Online Safety Act 2023, including duties applicable to user-to-user services and search services where PinStaQ falls within those service categories. PinStaQ provides mediated owner/finder messaging and is treated as an in-scope user-to-user service for the purposes of the Act, applying proportionate safety measures as set out in these Terms and our content moderation policies.
• EU Digital Services Act, where applicable to hosted user content or online intermediary services.
• UK online safety, fraud, sanctions, law-enforcement, and prohibited-goods obligations, to the extent applicable.
• Payment Services Regulations 2017, to the extent relevant to third-party payment processing.
• App Store and Google Play subscription guidelines, as PinStaQ subscriptions are sold exclusively through Apple App Store and Google Play in-app purchase systems.

These Terms do not limit any mandatory legal rights that apply to consumers.

3. Acceptance of these Terms

By accessing or using PinStaQ, including the website, mobile app, QR scan pages, item registration, found-item reporting, subscription, payment, messaging, return, or support features, you agree to these Terms.

If you do not agree, you must not use PinStaQ.

If you use PinStaQ on behalf of a business, school, venue, organisation, or other entity, you confirm that you have authority to bind that entity to these Terms. In that case, you and your include that entity.

4. Other terms that apply

The following additional terms may apply:

• Privacy Policy: explains how we process personal data.
• Cookie Policy or cookie settings: explains cookies and similar technologies.
• Subscription or pricing terms: set out fees, renewal, cancellation, and plan limits.
• Return partner terms: courier, postal, locker, drop-off, or fulfilment terms.
• App store terms: Apple App Store, Google Play, or other app marketplace terms.
• School, venue, or business agreement: where PinStaQ is provided through a managed scheme.
• Promotion terms: for discounts, trials, campaigns, or referral offers.

If there is a conflict, a signed business or managed-scheme agreement will take priority for that specific organisation, followed by any specific product or pricing terms, then these Terms.

5. What PinStaQ does

PinStaQ provides tools and workflows that may include:

• item registration;
• QR code, NFC, label, or tag association;
• lost-item status management;
• found-item reporting;
• owner notification;
• finder communication;
• mediated messaging;
• return workflow selection;
• courier, postal, locker, school, venue, or managed drop-off integration;
• subscription and payment management;
• customer support;
• fraud and misuse prevention;
• recovery analytics and service improvement.

PinStaQ is a facilitation service. We do not guarantee that an item will be found, reported, returned, undamaged, or returned within a particular timeframe.

6. Eligibility

You must be at least 18 years old to create or use a PinStaQ account.

PinStaQ does not offer accounts to anyone under the age of 18, and the service is not designed for or directed at minors. Adults (such as parents, guardians, teachers, or school administrators) may register and manage items that belong to children using their own adult PinStaQ account, provided no separate account or login is created for the child.

You must not use PinStaQ if you are prohibited from doing so by law, sanctions, court order, or these Terms.

7. Accounts

You may need an account to use certain features.

You agree to:

• provide accurate, current, and complete information;
• keep your login details secure;
• not share your account without permission;
• promptly update your details if they change;
• notify us if you suspect unauthorised access;
• accept responsibility for activity under your account unless caused by our failure to use reasonable care and skill.

We may suspend, restrict, or close accounts that appear fraudulent, unsafe, abusive, inactive, compromised, unlawful, or in breach of these Terms.

8. Social login and app authentication

PinStaQ may allow login through Apple, Google, Facebook, or another identity provider. Your use of those services is subject to their own terms and privacy policies.

We may rely on information provided by the identity provider to create or secure your account, such as name, email address, authentication identifier, and profile information.

9. Item registration and QR/tag use

When registering an item, you must only register items that you own, control, or are authorised to manage.

You must not:

• register another person's item without permission;
• falsely claim ownership;
• attach a PinStaQ tag or QR code to property you do not own or control;
• use PinStaQ to track people without consent;
• use PinStaQ for surveillance, stalking, harassment, theft, fraud, or unlawful monitoring;
• include misleading, offensive, confidential, or excessive personal data in item descriptions.

A PinStaQ tag, QR code, NFC identifier, or label does not prove legal ownership. It is a recovery aid only.

10. Found-item reporting

If you find an item and use PinStaQ to report it, you agree to:

• act honestly and lawfully;
• provide accurate information to the best of your knowledge;
• not demand unlawful payments or threaten the owner;
• not misuse owner details;
• not retain, damage, sell, exploit, or dispose of the item unlawfully;
• follow reasonable safety and return instructions;
• comply with applicable lost-property, theft, and local laws.

PinStaQ may limit what owner information is shown to a finder and may route communications through PinStaQ.

Reporting an item through PinStaQ does not transfer ownership to the finder.

11. Owner and finder communications

PinStaQ may provide mediated communication tools. You must not use those tools to:

• harass, threaten, abuse, discriminate against, or exploit others;
• request unnecessary personal information;
• share payment links outside approved workflows;
• scam, deceive, impersonate, or phish;
• arrange unsafe in-person meetings;
• send unlawful, explicit, hateful, or harmful content;
• disclose another person's private information without lawful basis.

PinStaQ may monitor, moderate, restrict, remove, or disclose communications where reasonably necessary for safety, fraud prevention, legal compliance, service delivery, or enforcement of these Terms.

12. Return options

PinStaQ may support different return options, such as:

• owner-arranged collection;
• finder drop-off;
• school, venue, workplace, or lost-property desk return;
• Royal Mail Click & Drop return, including the "Labels to Go" workflow that allows finders to drop the item at any participating Royal Mail Customer Service Point or Post Office branch using a QR code provided by PinStaQ, without the need for a printer;
• courier collection;
• postal return;
• locker network return;
• partner-managed return.

Availability depends on location, item type, user settings, partner coverage, payment status, and operational constraints.

Return partners (including Royal Mail) are independent third parties unless expressly stated otherwise. Their terms, availability, service levels, prohibited-item rules, insurance limits, and liability rules apply in addition to these Terms. Where Royal Mail handles the carriage of a returned item, Royal Mail's own terms and conditions of carriage and compensation apply.

You must not use PinStaQ return services for prohibited, unsafe, unlawful, or restricted items (see Section 14). Items prohibited by Royal Mail's restricted and prohibited goods list must not be sent through Royal Mail return.

13. Safety rules for in-person collection

Where in-person collection is used, users should:

• meet in a public, safe, well-lit location where possible;
• avoid sharing home addresses unless necessary and safe;
• consider using a school, venue, workplace, concierge, police station, or managed drop-off point;
• not attend alone if uncomfortable;
• stop communication and contact PinStaQ or the relevant authorities if they feel unsafe.

PinStaQ is not responsible for user conduct outside the PinStaQ platform, but we may restrict users who misuse the service.

14. Prohibited items and restricted returns

You must not use PinStaQ to register, report, transport, recover, or return items where doing so would be unlawful, unsafe, or prohibited by PinStaQ or a return partner.

Prohibited or restricted items may include:

• weapons, firearms, ammunition, explosives, knives, or offensive weapons;
• controlled drugs, illegal substances, or drug paraphernalia;
• stolen goods;
• counterfeit goods;
• hazardous materials, chemicals, biological material, or radioactive material;
• perishable goods, alcohol, tobacco, vapes, or regulated age-restricted goods;
• live animals, except where a specific lawful pet-recovery workflow is supported;
• human remains or biological samples;
• explicit sexual material or illegal content;
• passports, driving licences, bank cards, government IDs, or confidential documents, except where lawful handling instructions are followed;
• medical records or highly sensitive personal data;
• cash, high-value jewellery, or valuables where unsupported by the return partner;
• any item prohibited by courier, locker, postal, school, venue, or partner rules.

PinStaQ may refuse, cancel, block, report, or redirect a return where an item appears prohibited or unsafe.

15. Fees and charges

PinStaQ may charge fees for:

• subscriptions;
• item registration;
• replacement QR codes, labels, or tags (sold as physical goods, see Section 15A);
• owner recovery fees;
• return handling, including Royal Mail postage and service fees;
• postage, courier, or locker services;
• premium support;
• business, school, or managed schemes;
• add-on services.

In addition, PinStaQ may facilitate optional charitable donations as part of the return workflow. Where you choose to make a donation:

• the donation is voluntary and additional to any return service fee;
• the recipient charity will be identified before payment;
• the donation will be transferred to the recipient charity (less any unavoidable payment processor fees) after the return has been completed and confirmed received by the owner;
• donations are not refundable once the item has been delivered, except where required by law or where the donation was taken in error;
• where eligible, you may be invited to add Gift Aid; you are responsible for the accuracy of any Gift Aid declaration.

All prices should be shown before purchase where required by law. Prices may include or exclude VAT depending on how they are displayed and the applicable rules. Any delivery, postage, return, or third-party charges will be shown where applicable before checkout.

You are responsible for fees you agree to pay.

15A. Physical goods (QR tags, labels, and accessories)

Where PinStaQ supplies physical goods, including QR tag packs, stickers, or labels, those goods are supplied under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Consumers buying physical goods online have:

• a 14-day cooling-off period from receipt of the goods to cancel and return for a refund, except where the goods have been personalised or made to your specifications;
• statutory rights that the goods will be of satisfactory quality, fit for purpose, and as described.

Personalised tags (for example, tags pre-printed with a school name, child's name, or organisation logo) are exempt from the cooling-off period under regulation 28(1)(b) once production has begun.

Faulty goods will be repaired, replaced, or refunded in accordance with statutory rights.

16. Subscriptions

PinStaQ subscriptions are sold and billed exclusively through the Apple App Store and Google Play in-app purchase systems. Subscriptions are not sold directly through the PinStaQ website or any other payment channel.

Where you purchase a PinStaQ subscription, the subscription is billed by Apple or Google under their respective billing systems. The following terms apply:

• plan, price, billing period, renewal period, and any free trial are presented in the app at the point of purchase, in line with App Store and Google Play disclosure rules;
• billing, renewal, price changes, and cancellation are managed through your Apple ID or Google Account subscription settings;
• automatic renewal applies to subscriptions unless you cancel at least 24 hours before the end of the current period (Apple) or in line with Google Play's cancellation rules;
• refunds for in-app subscription purchases are handled by Apple or Google in accordance with their refund policies; PinStaQ cannot directly refund a payment processed by Apple or Google;
• cancellation of auto-renewal can be made at any time through your App Store or Google Play subscription settings; cancellation takes effect at the end of the current billing period;
• Restore Purchases is available within the PinStaQ app to allow you to recover an active subscription after reinstalling the app or signing in on a new device;
• Family Sharing, where supported by Apple or Google and offered by PinStaQ for a given plan, is subject to the relevant store rules;
• subscription duration, price, and product configuration follow the rules of the relevant store, including the rule that, once a subscription is approved, its duration cannot be changed retroactively;
• on Android, purchases must be acknowledged within the period required by Google Play; if not acknowledged, the purchase may be automatically refunded and the subscription revoked;
• renewal reminders, price-change notices, and cancellation reminders required by law (for example, under the Digital Markets, Competition and Consumers Act 2024 once relevant provisions come into force) will be provided where applicable, including in cooperation with Apple and Google as required.

If a conflict arises between these Terms and the rules of Apple or Google in relation to a subscription purchased through their billing system, the rules of the relevant platform will prevail to the extent required.

PinStaQ will provide a reasonably accessible cancellation guide in the app and on the PinStaQ website. Where the law requires a specific cancellation route, reminder, cooling-off right, or renewal notice, PinStaQ or the relevant store will provide it.

16A. Early-bird launch tier

The PinStaQ early-bird launch tier is a limited promotional offer for users who joined the pre-launch waitlist via the coming-soon site at pinstaq.com before PinStaQ became publicly available.

Eligibility. The first 100,000 unique email addresses to submit the "Notify me" form on pinstaq.com (or any successor pre-launch site operated by PinStaQ) are eligible for the early-bird tier, subject to these Terms. Eligibility is determined by the order in which the waitlist server records the signup, decided at the moment of submission and recorded against the email address on PinStaQ's systems. Eligibility is non-transferable and cannot be assigned, sold, or gifted.

Linking eligibility to an account. When you create a PinStaQ account using the same email address you used to join the waitlist, PinStaQ will mark that account as early-bird eligible. If you create the account using a different email address, the eligibility does not transfer; PinStaQ may, at its discretion and on a case-by-case basis, manually re-link an eligibility record where you can demonstrate ownership of the original waitlist email.

Tier benefit. Early-bird-eligible accounts may purchase a one-year PinStaQ Premium subscription at the early-bird price (currently 99p per year, subject to App Store and Google Play tax/currency adjustments) instead of the standard price (currently £3.99 per year). The early-bird price applies to renewals as well as the first year, for as long as the subscription remains in continuous, uninterrupted, paid-up status (the "lifetime" framing in marketing copy refers to this continuous-renewal lock-in, not to a one-off lifetime payment).

Forfeiture. Early-bird eligibility is forfeited and the early-bird price is permanently lost if any of the following occurs:

• you cancel the subscription (whether via Apple, Google, or by request to PinStaQ), and the subscription expires at the end of the current billing period without immediate renewal;
• the subscription lapses for non-payment, including failure to update a declined payment method within the grace period offered by Apple or Google;
• the subscription is paused, suspended, refunded in full at your request, or otherwise terminated;
• your PinStaQ account is closed (whether by you or by PinStaQ in accordance with these Terms);
• you transfer or attempt to transfer the eligibility to another person or account.

Where eligibility is forfeited, any future PinStaQ Premium subscription purchased on the same account will be at the then-current standard price. PinStaQ does not operate a re-instatement process for forfeited early-bird eligibility.

Changes to the offer. PinStaQ may, on reasonable prior notice to affected eligible users, change the standard price (which will not affect existing early-bird subscriptions in good standing for the remainder of their then-current billing period) or close the early-bird tier to new eligible signups. PinStaQ will not retroactively withdraw early-bird pricing from a continuously-renewing eligible subscriber, except where required by law, by the rules of Apple or Google, or in cases of fraud, abuse, or breach of these Terms.

Tax, currency, and store rules. All early-bird pricing is subject to local taxes, currency conversion, and the App Store / Google Play pricing tier nearest to 99p. The displayed price at the point of purchase is authoritative. Where Apple or Google require a different price configuration for legal or operational reasons, the price shown in the relevant store will govern.

Verification. PinStaQ may verify early-bird eligibility before allowing the early-bird subscription product to be purchased, including by checking the email address against the waitlist record. If verification fails, the standard subscription product will be presented instead.

This Section 16A applies in addition to, and does not override, the general subscription terms in Section 16.

17. Free trials and promotions

If PinStaQ offers a free trial, discount, referral credit, promotional price, or introductory offer, we will set out the key terms of that offer.

Unless stated otherwise:

• promotions are non-transferable;
• promotions cannot be exchanged for cash;
• promotions may be limited by time, geography, customer type, quantity, or eligibility;
• we may withdraw or change promotions prospectively;
• misuse, fraud, or duplicate claims may result in cancellation.

If a trial converts into a paid subscription, we will provide the required pre-contract information and obtain any legally required consent or acknowledgement.

18. Payment processing

PinStaQ uses two distinct payment channels:

• Apple App Store and Google Play in-app purchase for subscriptions only (see Section 16). These payments are processed by Apple or Google under their billing systems.
• Stripe for all other payments, including:
  • one-off item registration or recovery fees;
  • return service fees, including Royal Mail postage and handling;
  • charity donations and any associated Gift Aid handling;
  • replacement QR tag, label, or accessory purchases;
  • business, school, or managed-scheme invoices.

You must provide accurate payment information and have authority to use the payment method.

PinStaQ may refuse, delay, or cancel a transaction if payment fails, appears fraudulent, is subject to chargeback, breaches these Terms, or is prohibited by law.

PinStaQ does not store full card details. Card and bank details for Stripe payments are processed and stored by Stripe under Stripe's terms and PCI-DSS-aligned security controls. App Store and Google Play card details are managed by Apple or Google.

19. Refunds and consumer cancellation rights

Your refund and cancellation rights depend on the product or service purchased, the payment channel used, your location, whether you are a consumer or business customer, whether performance has started, and applicable law.

19.1 Consumer statutory rights

Nothing in these Terms affects your statutory rights. If PinStaQ supplies services to consumers, services must be performed with reasonable care and skill. Digital content and goods, where supplied, must comply with applicable consumer law.

19.2 Cooling-off rights

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, consumers entering an online distance contract may have a 14-day cancellation right.

For PinStaQ subscriptions purchased through the App Store or Google Play:

• cancellation, refund, and billing are governed by Apple's or Google's policies. PinStaQ cannot directly refund a subscription paid through these stores;
• you may also have separate statutory rights against PinStaQ as the supplier of the service. Where a refund is owed and Apple or Google do not provide one, contact PinStaQ at [email protected].

For Stripe-processed payments (item registration, return services, charity donations, physical goods):

• if the payment is for a service that you ask PinStaQ to begin during the 14-day period and acknowledge that you may lose your cancellation right once the service is fully performed, your right to cancel may end when the service has been fully performed;
• if you cancel within 14 days but the service has been partially performed, you may be charged a proportionate fee for the part performed;
• charity donations are not refundable once the item has been delivered to the owner, except where required by law or where the donation was taken in error;
• physical goods (such as QR tag packs) are subject to the rules in Section 15A;
• digital content supplied immediately, where you acknowledge that the right to cancel will be lost, is exempt once supply begins.

For Royal Mail, courier, locker, or postal return services booked through PinStaQ:

• the return service may be treated as fully performed once a label has been generated, the carrier has been instructed, the item has been collected, deposited, or scanned in;
• where the return service is fully performed during the cancellation period at your request, the cancellation right may not apply.

PinStaQ will provide legally required cancellation information before checkout where applicable.

19.3 Refunds for return services

Return, postage, courier, or locker fees may be non-refundable once the service has been booked, label generated, collection attempted, item deposited, or service performed, except where required by law or where the partner terms provide otherwise.

19.4 Refund method

Approved refunds for Stripe-processed payments will usually be made to the original payment method. Refunds for App Store or Google Play subscriptions are issued by Apple or Google to the original payment method according to their policies.

20. Availability and service changes

PinStaQ may be unavailable or interrupted due to maintenance, partner outages, network issues, app store issues, payment provider issues, security incidents, force majeure events, or other causes.

We may modify, suspend, withdraw, or discontinue features, plans, tags, QR workflows, return options, or integrations. Where a change materially affects paid consumer services, we will provide any notice or remedy required by law.

21. No recovery guarantee

PinStaQ improves the chances of item recovery but does not guarantee:

• that a lost item will be found;
• that a finder will scan a QR code or report the item;
• that a finder will return the item;
• that a returned item will be undamaged;
• that a courier, locker, postal, school, venue, or partner return will be successful;
• that location data will be accurate;
• that a tag or QR code will remain attached, readable, or functional;
• that any estimated return time will be achieved.

Users should still take reasonable precautions to protect their property.

22. User content

You retain ownership of content you submit, such as item descriptions, photos, messages, found-item reports, and support materials.

You grant PinStaQ a worldwide, non-exclusive, royalty-free licence to host, store, use, reproduce, display, transmit, adapt, moderate, and share your content as necessary to:

• provide the service;
• notify owners or finders;
• arrange returns;
• provide support;
• prevent fraud and abuse;
• improve the service;
• comply with law;
• enforce these Terms.

You confirm that you have the necessary rights to submit your content and that it does not breach the law or another person's rights.

23. Acceptable use

You must not:

• use PinStaQ unlawfully;
• impersonate another person or organisation;
• falsely claim ownership of items;
• submit fake found-item reports;
• scrape, harvest, or extract data without permission;
• interfere with the service or infrastructure;
• bypass security or access controls;
• reverse engineer the app except where permitted by law;
• upload malware or harmful code;
• use bots or automated access without written permission;
• spam, phish, scam, or defraud users;
• misuse payment, refund, referral, or promotion systems;
• use PinStaQ to track people or vehicles without lawful authority;
• upload unlawful, harmful, discriminatory, violent, explicit, or abusive content;
• breach courier, locker, school, venue, or return partner rules.

23A. Online safety and illegal content

PinStaQ is treated as a user-to-user service under the Online Safety Act 2023 because it allows mediated communication between owners and finders. We take proportionate steps to keep the service safe.

You must not use PinStaQ to share, send, or generate any content that is:

• a priority offence under the Act, including content related to terrorism, child sexual abuse, harassment, threats, hate, drugs, firearms, fraud, or assisting suicide;
• illegal under any applicable law;
• a means of disclosing another person's private information without lawful basis;
• abusive, threatening, harassing, or designed to cause significant distress.

PinStaQ uses a combination of automated tools, user reporting, and human review (where applicable) to moderate communications and item content. We will:

• act expeditiously to remove illegal content where we have actual knowledge of it;
• report content to law enforcement where legally required;
• provide accessible reporting tools to users.

PinStaQ accounts are restricted to users aged 18 and over (see Section 6). Where age verification or assurance measures are required by the Online Safety Act or by Ofcom guidance, PinStaQ will apply proportionate measures.

Repeated or serious breaches may result in account suspension, termination, restriction of return services, or referral to authorities.

24. Moderation, suspension, and enforcement

We may remove content, block reports, delay notifications, restrict returns, suspend accounts, cancel transactions, withhold access, or terminate accounts where we reasonably believe:

• these Terms have been breached;
• the service is being misused;
• fraud, theft, abuse, harassment, spam, or security risk is involved;
• a payment is disputed, unauthorised, or fraudulent;
• an item is prohibited or unsafe;
• required by law, regulator, court, payment provider, app store, or return partner.

Where reasonably possible and appropriate, we may explain the action taken. We may not provide detailed explanations where doing so would compromise security, fraud prevention, safety, legal obligations, or another user's privacy.

25. Intellectual property

PinStaQ owns or licenses all rights in the PinStaQ platform, website, app, software, designs, text, graphics, logos, icons, workflows, trade marks, domain names, documentation, and related materials.

You may use PinStaQ only as permitted by these Terms.

You must not copy, modify, distribute, sell, lease, sublicense, create derivative works from, or exploit PinStaQ intellectual property without written permission, except where permitted by law.

The PinStaQ name, logos, and brand assets must not be used without prior written consent.

26. Feedback

If you provide feedback, ideas, suggestions, or improvement proposals, you allow PinStaQ to use them without restriction or compensation. You should not submit confidential information as feedback unless a separate written agreement applies.

27. Third-party services

PinStaQ may rely on or link to third-party services, including:

• app stores;
• payment processors;
• courier, postal, or locker providers;
• email, SMS, or push providers;
• social login providers;
• maps or location providers;
• schools, venues, or business partners;
• analytics, support, hosting, and security providers.

Third-party services may have their own terms, privacy policies, availability, limits, and fees. PinStaQ is not responsible for third-party services except where required by law.

28. Business, school, venue, and managed-scheme customers

Where PinStaQ is used by an organisation, additional terms may apply, including:

• administrative access rules;
• user role and permission rules;
• data protection agreement;
• service level terms;
• pricing and invoicing;
• implementation support;
• QR/tag distribution;
• staff training;
• lost-property operating procedures;
• acceptable-use requirements;
• reporting and audit rights.

The organisation is responsible for ensuring that its staff, pupils, parents, visitors, contractors, or authorised users use PinStaQ lawfully and appropriately.

29. Data protection

Our Privacy Policy explains how we process personal data.

By using PinStaQ, you acknowledge that personal data may be processed to provide the service, including owner/finder notifications, item return workflows, payments, security, fraud prevention, support, and legal compliance.

You must not submit another person's personal data unless you have a lawful basis or permission to do so.

30. Security

You must not compromise or attempt to compromise PinStaQ's security.

You agree to notify us promptly if you discover a vulnerability, unauthorised access, data exposure, or suspected account compromise.

You must not publicly disclose vulnerabilities or exploit them. Responsible disclosure should be sent to [email protected].

31. Disclaimers

PinStaQ is provided with reasonable care and skill where required by law.

Subject to your statutory rights, PinStaQ is provided on an "as available" basis. We do not promise that:

• the service will always be uninterrupted, error-free, or secure;
• every item will be recovered;
• every finder or owner will act honestly;
• every return partner will perform without delay or loss;
• location, scan, or status information will be complete or accurate;
• the service will meet every user's expectations.

Nothing in these Terms excludes warranties or rights that cannot legally be excluded.

32. Liability

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory rights that cannot be excluded;
• any liability that cannot legally be excluded or limited.

Subject to the above, PinStaQ is not liable for:

• loss of, damage to, or failure to recover an item except where caused by our failure to use reasonable care and skill and where liability cannot be excluded;
• user conduct;
• finder or owner dishonesty;
• unsafe in-person meetings arranged outside recommended workflows;
• third-party courier, postal, locker, venue, school, or partner failures except where we are legally responsible;
• loss of profits, revenue, business, goodwill, opportunity, data, or anticipated savings;
• indirect or consequential loss;
• losses caused by your breach of these Terms;
• losses that were not foreseeable.

For paid consumer services, our liability will not be limited below what consumer law permits.

For business users, unless a separate written agreement states otherwise, PinStaQ's total aggregate liability arising out of or related to the service is limited to the greater of:

• the fees paid by the business user to PinStaQ in the 12 months before the event giving rise to the claim; or
• £1,000.

33. Indemnity for business users

If you use PinStaQ as a business, school, venue, organisation, or professional user, you agree to indemnify PinStaQ against losses, claims, liabilities, costs, and expenses arising from:

• your breach of these Terms;
• unlawful or unauthorised use of PinStaQ;
• content or data you provide;
• your managed-scheme users' misuse;
• prohibited items;
• failure to obtain required consents or permissions;
• breach of third-party rights;
• breach of applicable law.

This indemnity does not apply to consumers acting for personal, non-business purposes.

34. Termination

You may stop using PinStaQ at any time. You may close your account through available account settings or by contacting support, subject to any active paid service, unresolved return, payment, fraud, dispute, or legal obligation.

PinStaQ may suspend or terminate access where permitted by these Terms.

After termination:

• your right to use PinStaQ ends;
• active tags or QR codes may stop functioning or provide limited information;
• we may retain data as explained in our Privacy Policy;
• outstanding fees remain payable;
• provisions intended to survive termination will continue.

35. Changes to these Terms

We may update these Terms from time to time.

If changes are material, we will take reasonable steps to notify users, such as by website notice, app notice, email, or account notification.

If you continue using PinStaQ after updated Terms take effect, you accept the updated Terms. If you do not accept them, you must stop using PinStaQ and cancel any subscription where applicable.

For paid consumer subscriptions, we will provide any notice, cancellation option, or remedy required by law.

36. Complaints and dispute resolution

If you have a complaint, contact us at [email protected] with:

• your name;
• account email;
• item or transaction reference;
• a clear description of the issue;
• the outcome you seek.

We will try to resolve complaints fairly and within a reasonable time.

Consumers may have access to alternative dispute resolution services. PinStaQ will provide any ADR information required by law, but is not obliged to use a particular ADR provider unless required or agreed.

37. Governing law and courts

These Terms are governed by the laws of England and Wales.

If you are a consumer resident in another UK nation, EU/EEA country, or jurisdiction with mandatory consumer protections, you may also have rights under your local mandatory laws.

Subject to mandatory consumer rights, the courts of England and Wales will have jurisdiction over disputes arising from these Terms or PinStaQ.

38. Force majeure

PinStaQ is not responsible for delay or failure caused by events outside our reasonable control, including natural disasters, extreme weather, war, terrorism, civil unrest, strikes, labour disputes, epidemics, pandemics, power failure, network failure, cyberattack, supplier failure, courier disruption, app store outage, payment provider outage, legal restriction, or government action.

39. Assignment

You may not assign or transfer your rights or obligations under these Terms without our written consent.

PinStaQ may assign or transfer its rights and obligations to an affiliate, successor, purchaser, investor, acquirer, or other entity involved in a merger, acquisition, restructuring, financing, or sale of assets, provided this does not materially reduce consumer rights.

40. Severability

If any part of these Terms is found invalid or unenforceable, the remaining parts will continue to apply. The invalid part will be treated as modified to the minimum extent necessary to make it valid and enforceable, where lawful.

41. No waiver

If PinStaQ does not enforce a right immediately, that does not mean we waive it. Any waiver must be in writing.

42. Entire agreement

These Terms, together with the Privacy Policy and any applicable additional terms, form the agreement between you and PinStaQ for use of the service.

43. Contact

For questions about these Terms, contact: