Version: 1.0
Last updated: 1 July 2026
Effective from: 1 July 2026
These End User Terms of Service apply when you use Trilo as a customer, payer or end user.
Please read these terms carefully. They explain who we are, how Trilo works, what happens when you make a payment using Trilo, how Trilo Boost works, what you need to do to keep your account secure, and what to do if something goes wrong.
By using Trilo, creating a Trilo account, scanning a Trilo QR code, clicking a Trilo payment link, authorising a payment, using Trilo Boost, or otherwise accessing the Trilo services, you agree to these terms.
If you do not agree to these terms, you must not use Trilo.
Trilo Group Limited is a company registered in England and Wales with company number 11684530.
Our registered office is:
2nd Floor, South One Castle Park, Tower Hill, Bristol, England, BS2 0JA
Trilo Group Limited is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 with permission to provide account information services and payment initiation services. Our Firm Reference Number is 919295.
In these terms, “Trilo”, “we”, “us” and “our” refer to Trilo Group Limited.
“You” and “your” refer to the individual who uses Trilo as an end user, customer or payer.
Trilo provides payment and reward services that allow you to pay participating merchants and, where available, receive or redeem rewards through Trilo.
You may use Trilo through one or more of the following methods:
(a) scanning a QR code;
(b) clicking a payment link;
(c) using a Trilo shopfront or checkout page;
(d) using a merchant’s Trilo-enabled till, terminal or device;
(e) using an online or in-person Trilo payment flow;
(f) creating or using a Trilo account or profile;
(g) using Trilo Boost or other reward features; or
(h) using any other Trilo service made available from time to time.
Trilo may allow you to make payments by Open Banking payment initiation, card, Apple Pay, Google Pay or other supported payment methods. Not all payment methods will be available for all merchants, transactions, banks, accounts or devices.
When you buy goods or services from a merchant using Trilo, your purchase is with the merchant, not with Trilo.
The merchant is responsible for:
(a) describing the goods or services accurately;
(b) setting prices;
(c) supplying the goods or services;
(d) delivery, collection or fulfilment;
(e) cancellations, returns and exchanges;
(f) deciding whether you are entitled to a refund;
(g) customer service relating to the goods or services; and
(h) complying with consumer protection law.
Trilo is responsible for providing the Trilo services to you with reasonable care and skill. We are not responsible for the merchant’s goods, services, pricing, delivery, descriptions, returns, refunds or customer service.
If you have a problem with goods or services you purchased from a merchant, you should contact the merchant first. We may try to help where appropriate, but we do not decide merchant disputes unless we are legally required to do so or the issue relates to Trilo’s own services.
Where you choose to pay using Open Banking, Trilo may provide payment initiation services.
This means that, with your consent and authentication, Trilo helps initiate a payment from your bank account to the merchant’s bank account.
You will usually be redirected to your bank or banking app to review and authorise the payment. You should carefully check the payment amount, merchant name and payment details before authorising the payment.
Trilo does not ask you to give us your online banking password. You should only enter bank authentication details through your bank’s own secure authentication process.
Once you have authorised an Open Banking payment, your bank may process it immediately. You may not be able to cancel the payment once it has been authorised or processed by your bank.
Trilo does not control your bank, the merchant’s bank or any other payment service provider involved in the payment. We are not responsible for a payment being delayed, rejected, blocked, reversed or not completed where this is caused by your bank, the merchant’s bank, incorrect information, insufficient funds, security checks, fraud checks, technical issues or circumstances outside our reasonable control.
Where you choose to connect an account or use a feature that requires account information, Trilo may provide account information services.
This may allow Trilo to access, retrieve, display or use certain information from your payment account, but only where you have given the relevant consent and completed the required authentication process.
The information we may access will depend on the account, bank, permissions and service you choose to use.
You can usually withdraw access through Trilo, through your bank or through the relevant Open Banking consent flow.
Further details about how we use personal data are set out in our Privacy Policy.
Where available, you may be able to use card payments, Apple Pay, Google Pay or other payment methods through Trilo.
These payment methods may be provided by third-party payment processors, acquiring partners, card schemes, wallet providers, your bank or other payment service providers.
Your use of those payment methods may also be subject to terms and conditions issued by your bank, card issuer, wallet provider, card scheme or other third-party provider.
Trilo is not responsible for the acts, omissions, decisions, delays, fees, declines, chargebacks, holds, security checks or availability of your bank, card issuer, wallet provider, card scheme, acquiring partner or other third-party payment provider.
Trilo Boost is a reward, discount, credit, promotion or loyalty benefit that may be made available when you use Trilo with participating merchants.
The value, availability and terms of any Trilo Boost may vary depending on the merchant, promotion, payment method, account status, transaction, location or other conditions shown to you at the time.
Unless we clearly say otherwise, Trilo Boost:
(a) is promotional only;
(b) is not cash;
(c) is not electronic money;
(d) has no cash value;
(e) cannot be sold, transferred or exchanged for cash;
(f) may only be used through Trilo and participating merchants; and
(g) may be subject to expiry dates, limits and conditions.
A merchant may change, pause or withdraw its own reward offering. Trilo may also change, pause, cancel, refuse, reverse or withdraw Trilo Boost where we reasonably believe this is necessary because of fraud, misuse, error, technical issues, refund, cancellation, legal requirements, regulatory requirements, merchant instructions or breach of these terms.
If a transaction is refunded, cancelled, reversed or found to be fraudulent or invalid, any related Trilo Boost may be cancelled, reversed or adjusted.
We may show your Trilo Boost balance, activity or reward history in your Trilo account or payment flow. We will take reasonable care to show accurate information, but where there is an error, we may correct it.
The merchant is responsible for deciding whether you are entitled to a refund for goods or services purchased from that merchant.
Where supported, Trilo may help the merchant process a refund through Trilo. Refunds may not be available through Trilo for all transactions, banks, accounts, merchants or payment methods.
If a refund is processed, it may take time to reach your account depending on the payment method, bank, merchant, processor or other payment provider involved.
Trilo is not responsible for refunds made by a merchant outside Trilo.
If you think a payment was unauthorised, fraudulent or made in error, you should contact your bank or payment provider immediately. You should also contact us at support@trilo.io so we can investigate any issue involving Trilo.
Your rights in relation to unauthorised payments, mistaken payments, disputed payments or refunds may depend on the payment method used and the applicable law.
Trilo does not currently charge end users for ordinary use of Trilo to make payments or use rewards, unless we clearly tell you otherwise before you use a paid feature.
Merchants may charge you for the goods or services you buy from them. Your bank, card issuer, wallet provider or other payment provider may also charge fees under your agreement with them.
If we introduce any fee payable by end users, we will tell you before you incur that fee.
You may only use Trilo if:
(a) you are at least 13 years old;
(b) if you are under 18, you have permission from your parent or guardian to use Trilo where such permission is required;
(c) you are resident in the United Kingdom, unless we make Trilo available in another country;
(d) you are legally able to enter into these terms;
(e) you use Trilo for lawful purposes only; and
(f) you comply with these terms.
If you are under 18, you should ask a parent or guardian to help you understand these terms before using Trilo.
You must not use Trilo if you are under 13.
We may refuse, suspend or restrict your access to Trilo where we reasonably believe you are not eligible to use Trilo, where we cannot verify eligibility where required, or where restriction is required for legal, regulatory, fraud prevention, security, child-safety or operational reasons.
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You may be able to use some Trilo services without creating a full account. Other features may require you to create or log into a Trilo account.
You must provide accurate and up-to-date information when using Trilo.
You are responsible for keeping your Trilo account, devices, email account, phone, login details and authentication methods secure.
You must not share your Trilo login details with anyone else.
You must tell us promptly if you suspect that:
(a) someone else has accessed your Trilo account;
(b) your account has been compromised;
(c) your device has been lost or stolen;
(d) a payment was unauthorised;
(e) your Trilo Boost balance or account activity looks wrong; or
(f) there has been any other security issue.
You can contact us about security issues at security@trilo.io.
You must not:
(a) use Trilo unlawfully, fraudulently or dishonestly;
(b) use Trilo to buy or sell unlawful goods or services;
(c) misuse Trilo Boost, rewards, referrals, discounts or promotions;
(d) create fake, duplicate or misleading accounts;
(e) impersonate another person;
(f) provide false or misleading information;
(g) interfere with, damage or disrupt Trilo;
(h) attempt to access accounts, systems, APIs or data without permission;
(i) reverse engineer, copy, scrape, crawl, decompile or misuse Trilo’s software or systems;
(j) introduce viruses, malware or harmful code;
(k) use automated tools to access Trilo without our permission;
(l) use Trilo in a way that damages Trilo, merchants, banks, payment providers or other users; or
(m) help anyone else do any of the above.
We use personal data in accordance with our Privacy Policy.
Our Privacy Policy explains what personal data we collect, why we use it, who we share it with, how long we keep it and what rights you have.
You should read our Privacy Policy before using Trilo.
We may also use cookies and similar technologies in accordance with our Cookie Policy.
We will use reasonable care and skill in providing Trilo.
We do not guarantee that Trilo will always be available, uninterrupted, error-free or compatible with every device, browser, bank, account, payment method or merchant.
Trilo may be unavailable, delayed or disrupted because of:
(a) maintenance;
(b) updates;
(c) security issues;
(d) fraud prevention;
(e) bank downtime;
(f) payment provider downtime;
(g) card scheme or wallet provider issues;
(h) internet or telecoms issues;
(i) third-party service failures;
(j) legal or regulatory requirements; or
(k) circumstances outside our reasonable control.
We may update, change, suspend, withdraw or discontinue any part of Trilo from time to time.
Trilo and its licensors own all intellectual property rights in Trilo, including the website, platform, software, payment flows, logos, trade marks, designs, content, technology, APIs and related materials.
You may use Trilo only for your personal use as an end user and only in accordance with these terms.
You must not copy, modify, distribute, sell, rent, license, exploit, reverse engineer or create derivative works from Trilo except where permitted by law.
Nothing in these terms limits or excludes our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and any legal rights you have in relation to services provided with reasonable care and skill.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.
Loss or damage is foreseeable if it is obvious that it will happen or if, at the time you accepted these terms, both you and we knew it might happen.
We are not responsible for:
(a) loss or damage that is not foreseeable;
(b) loss caused by your bank, the merchant’s bank, card issuer, wallet provider, payment processor, acquiring partner, card scheme or another third party;
(c) loss caused by the merchant’s goods, services, pricing, delivery, refunds, returns, cancellations or customer service;
(d) loss caused by incorrect information you provide;
(e) loss caused by you failing to keep your account, device or security details secure;
(f) loss caused by your breach of these terms;
(g) loss caused by events outside our reasonable control;
(h) business losses; or
(i) loss of profit, loss of business, business interruption or loss of business opportunity.
Trilo is provided to you for personal and consumer use. If you use Trilo for business purposes as an end user, we will not be liable to you for any business losses.
You are responsible for losses we suffer as a result of your breach of these terms, fraud, misuse of Trilo, unlawful activity or intentional wrongdoing.
You will not be responsible for losses caused by our breach of these terms or our failure to use reasonable care and skill.
We may suspend, restrict or terminate your access to Trilo where we reasonably believe that:
(a) you have breached these terms;
(b) you have misused Trilo;
(c) you have provided false or misleading information;
(d) there is a fraud, security or unauthorised access risk;
(e) we are required to do so by law, regulation, a bank, a payment provider, a regulator or a competent authority;
(f) your use of Trilo may damage Trilo, merchants, banks, payment providers or other users;
(g) your account has been inactive for a significant period; or
(h) suspension, restriction or termination is reasonably necessary for legal, regulatory, operational, fraud prevention or security reasons.
You may stop using Trilo at any time.
If you have a Trilo account, you may contact us at support@trilo.io to ask us to close it, subject to any legal, regulatory, fraud prevention, accounting or dispute-resolution retention requirements.
If you have a complaint about Trilo, please contact us first so that we can investigate.
You can contact us at:
support@trilo.io
Please include your name, contact details, the payment or account details relevant to your complaint, and a clear description of what has happened.
We will investigate your complaint and respond as soon as reasonably practicable.
If your complaint relates to a merchant’s goods or services, we may ask you to contact the merchant directly.
If your complaint relates to regulated payment services provided by Trilo and you are eligible, you may have the right to refer your complaint to the Financial Ombudsman Service if you are unhappy with our final response or if we do not respond within the required timeframe.
We may update these terms from time to time.
The latest version will be made available on our website.
Where changes are material, we may take reasonable steps to notify you, such as by email, in-product notice, website notice or payment-flow notice.
Each time you use Trilo, the terms in force at that time will apply.
If you do not agree to updated terms, you must stop using Trilo.
We may transfer our rights and obligations under these terms to another organisation, for example as part of a business sale, restructuring, investment, acquisition or group reorganisation.
We will take reasonable steps to ensure that any transfer does not materially reduce your rights under these terms.
You may not transfer your rights or obligations under these terms to another person without our consent.
If any part of these terms is found to be invalid, unlawful or unenforceable, that part will be treated as changed or removed to the minimum extent necessary. The rest of the terms will continue to apply.
If we do not enforce any part of these terms immediately, this does not mean we have waived our right to enforce that or any other part of these terms later.
These terms are governed by the laws of England and Wales.
The courts of England and Wales will have jurisdiction over disputes arising out of or in connection with these terms.
If you live in Scotland, you may also be able to bring proceedings in Scotland. If you live in Northern Ireland, you may also be able to bring proceedings in Northern Ireland.
You can contact Trilo at:
Trilo Group Limited
Bath House, Bath Street, Redcliffe, Bristol, England, BS1 6HL
General support: support@trilo.io
Security issues: security@trilo.io
Privacy enquiries: privacy@trilo.io
For legal notices or formal correspondence, please contact us at legal@trilo.io or by post at the address above.
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Version: 1.0
Last updated: 1 July 2026
Effective from: 1 July 2026
This Privacy Policy explains how Trilo Group Limited collects, uses, stores and shares personal data.
It applies to people who use Trilo, including merchants, merchant staff, customers, End Users, website visitors, prospective customers, business contacts, suppliers and anyone who contacts us.
Please read this policy carefully. It explains what personal data we collect, why we use it, the lawful bases we rely on, who we share it with, how long we keep it, and the rights you have.
Trilo Group Limited is a company registered in England and Wales with company number 11684530.
Our registered office is:
2nd Floor, South One Castle Park, Tower Hill, Bristol, England, BS2 0JA
Trilo Group Limited is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 with permission to provide account information services and payment initiation services. Our Firm Reference Number is 919295.
For the purposes of data protection law, Trilo Group Limited is usually the controller of the personal data described in this Privacy Policy. This means we decide how and why that personal data is used.
You can contact us about privacy and data protection at:
privacy@trilo.io
You can also contact us by post at the registered office address above.
This policy explains how we use personal data when you:
This policy should be read alongside our Terms & Conditions, Merchant Terms of Service, Cookie Policy and any other privacy or data terms provided to you.
The personal data we collect depends on how you interact with Trilo.
We may collect and use the following categories of personal data.
This may include:
If you create or use a merchant account, we may collect:
When you use Trilo to make, initiate, receive, manage or refund payments, we may process information such as:
We do not ask you to provide online banking passwords to Trilo. Where you authorise an Open Banking payment or account connection, this is handled through your bank or the relevant Open Banking flow.
This may include:
When you use our website or services, we may collect:
When you contact us, we may collect:
This may include:
We may receive personal data from third parties, including:
We do not normally collect special category personal data, such as health information, religious beliefs, political opinions, trade union membership, ethnicity or biometric data.
Please do not provide special category data to us unless we specifically ask for it or it is strictly necessary.
We collect personal data in the following ways:
We use personal data for the purposes set out below.
We use personal data to:
Our lawful bases for this processing are usually:
Where we provide regulated Open Banking services, we may also ask for explicit consent under payment services rules. This is separate from consent under data protection law.
We use personal data to:
Our lawful bases for this processing are usually:
We use personal data to:
Our lawful bases for this processing are usually:
Where card, Apple Pay, Google Pay, terminal or acquiring partner services are enabled, we may use personal data to:
Our lawful bases for this processing are usually:
We use personal data to:
Our lawful bases for this processing are usually:
We use personal data to:
Our lawful bases for this processing are usually:
We may use personal data to:
Our lawful bases for this processing are usually:
You can opt out of marketing communications at any time by using the unsubscribe link in our emails or by contacting us at privacy@trilo.io.
We use personal data to:
Our lawful bases for this processing are usually:
Where we rely on legitimate interests, our interests may include:
We only rely on legitimate interests where we consider that our interests are not overridden by your rights, interests and freedoms.
You have the right to object to processing based on legitimate interests. You can contact us at privacy@trilo.io.
We may rely on consent where required, including for certain marketing, cookies or optional product features.
Where we rely on consent, you can withdraw that consent at any time. Withdrawing consent will not affect processing that took place before consent was withdrawn.
For Open Banking payment initiation and account information services, we may also ask for explicit consent under payment services rules before providing the relevant regulated service. This is not the same as consent under data protection law.
We may share personal data with the following categories of recipient where necessary and lawful:
We only share personal data where we have a lawful basis to do so and where appropriate safeguards are in place.
Some of our service providers or partners may process personal data outside the United Kingdom.
Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place. These may include:
You can contact us at privacy@trilo.io for more information about international transfer safeguards.
We keep personal data only for as long as necessary for the purposes for which it was collected.
The retention period depends on the type of data, the reason we use it, legal and regulatory requirements, fraud prevention requirements, accounting requirements, and whether we need it to bring or defend legal claims.
As a general guide:
When we no longer need personal data, we will delete it, anonymise it or securely archive it.
We take appropriate technical and organisational measures to protect personal data.
These measures may include:
No system is completely secure. You are responsible for keeping your own login details, devices and accounts secure and for telling us promptly if you suspect unauthorised access.
If you believe there has been a security issue involving Trilo, please contact:
security@trilo.io
If we become aware of a personal data breach, we will assess it and take appropriate action.
Where required by law, we will notify the Information Commissioner’s Office. Where required by law, we will also notify affected individuals.
We may use automated tools to help detect fraud, assess risk, protect our systems, monitor transactions, prevent misuse and support compliance.
We do not currently make decisions based solely on automated processing that have legal or similarly significant effects on individuals, unless this is lawful and appropriate safeguards are in place.
Under data protection law, you may have the following rights:
These rights are not absolute and may depend on the circumstances. For example, we may need to keep certain information to comply with legal, regulatory, accounting or fraud prevention obligations.
To exercise your rights, contact us at:
privacy@trilo.io
We may need to verify your identity before responding.
We will usually respond within one month. If your request is complex or you have made multiple requests, we may take longer, as permitted by law.
You can opt out of marketing emails at any time by using the unsubscribe link in the email or by contacting us at:
privacy@trilo.io
If you opt out, we may keep a suppression record so that we know not to send you further marketing.
You may still receive service, account, legal, security or transactional messages where necessary.
We use cookies and similar technologies on our website and services.
Some cookies are necessary for the website and services to work. Others may help us understand website usage, improve performance, remember preferences or support marketing.
More information is available in our Cookie Policy.
Our website and services may contain links to third-party websites, services or applications.
We are not responsible for the privacy practices, content or security of third-party websites or services. You should read their privacy policies before providing personal data to them.
If you have a concern about how we use your personal data, please contact us first so that we can try to resolve it.
You can contact us at:
privacy@trilo.io
You also have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection.
ICO website: https://ico.org.uk
ICO telephone: 0303 123 1113
We may update this Privacy Policy from time to time.
The latest version will be made available on our website. Where changes are material, we may take additional steps to notify you, such as by email, in-product notice or dashboard message.
Your continued use of Trilo after an updated Privacy Policy is published will be treated as your acknowledgement of the updated policy.
For questions about this Privacy Policy or how we use personal data, contact:
Trilo Group Limited
Bath House, Bath Street, Redcliffe, Bristol, England, BS1 6HL
Email: privacy@trilo.io
For security issues, contact:
security@trilo.io
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Version: 1.0
‍Last updated: 1 July 2026
‍Effective from: 1 July 2026
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These Merchant Terms of Service form a legally binding agreement between Trilo Group Limited and the Customer.
Trilo Group Limited is a company registered in England and Wales with company number 11684530 and registered office at 2nd Floor, South One Castle Park, Tower Hill, Bristol, England, BS2 0JA. Trilo Group Limited is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 with permission to provide account information services and payment initiation services, Firm Reference Number 919295.
In these terms, “Trilo”, “we”, “us” and “our” refer to Trilo Group Limited. “Customer”, “you” and “your” refer to the business, company, sole trader, partnership or other organisation that creates a Trilo merchant account, accepts these terms, orders a Trilo terminal, enables a Trilo product or service, or otherwise accesses or uses the Services.Â
By ticking an acceptance box, creating an account, submitting onboarding information, enabling a product or add-on, ordering a terminal, accessing the dashboard, using the Services, or continuing to use the Services after being notified of an update to these terms, the Customer agrees to be bound by these terms.
The person accepting these terms on behalf of the Customer confirms that they have authority to bind the Customer to these terms. If that person does not have such authority, they must not create an account, accept these terms, order a terminal or use the Services.
Trilo may record and retain evidence of acceptance of these terms, including the date and time of acceptance, the version of the terms accepted, the account details, device information, IP address, email address, business name and any other relevant acceptance or usage record.
If the Customer does not agree to these terms, the Customer must not create an account, order a terminal, enable any Trilo service or use the Services.
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In these terms, the following definitions apply:
Account means the Customer’s account with Trilo.
Acquiring Partner means any third-party acquirer, payment processor, card processor, card scheme, wallet provider, terminal provider, payment facilitator or other payment partner used in connection with card payments, Apple Pay, Google Pay or any other non-Open Banking payment method.
Agreement means these Merchant Terms of Service, together with any applicable order form, pricing schedule, product schedule, data processing terms, policies, schedules or documents expressly incorporated by reference.
API means any application programming interface, integration tool, software development kit, webhook or other technical interface made available by Trilo.
Applicable Law means all applicable laws, regulations, regulatory rules, regulatory guidance, licence conditions, court orders, legally binding decisions, mandatory industry codes and other binding legal requirements applicable to either party.
Applicable Anti-Bribery Laws means all laws relating to anti-bribery, anti-corruption, fraud, facilitation of tax evasion, sanctions, money laundering and similar matters, including the Bribery Act 2010.
Business Day means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for general business.
Card Fees means any transaction fees, processing fees, acquiring fees, card scheme fees, interchange fees, wallet fees, chargeback fees, refund fees, authorisation fees, settlement fees or other charges payable in connection with card payments, Apple Pay, Google Pay or any other non-Open Banking payment method.
Confidential Information means all information disclosed by or on behalf of one party to the other which is marked as confidential, would reasonably be understood to be confidential, or by its nature should reasonably be treated as confidential.
Customer Content means any trade marks, logos, brand assets, product information, business information, images, text, data, materials or other content provided by or on behalf of the Customer to Trilo.
Customer Technology means the Customer’s website, application, till system, device, QR code, ordering flow, shopfront, payment link, product catalogue or other technology through which End Users may access the Services.
Data Protection Legislation means all applicable laws relating to data protection, privacy and the processing of personal data, including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003.
End User means an individual customer or other person who uses or attempts to use Trilo to make a payment, access a reward, use a profile or otherwise interact with the Services.
End User Agreement means the terms and policies between Trilo and End Users, as updated from time to time, governing an End User’s use of the relevant Trilo services.
Fees means the subscription fees, add-on fees, transaction fees, refund fees, card/acquiring fees, implementation fees, support fees or other charges payable by the Customer to Trilo.
Force Majeure Event has the meaning given in clause 21.
Insolvency Event means, in relation to a party, any event where that party becomes insolvent, is unable to pay its debts, enters administration, liquidation, receivership, moratorium, restructuring, compromise or arrangement with creditors, has an administrator, liquidator, receiver or similar officer appointed, ceases or threatens to cease trading, or suffers an equivalent event in any jurisdiction.
Intellectual Property Rights means all intellectual property rights anywhere in the world, whether registered or unregistered, including copyright, trade marks, service marks, trade names, domain names, design rights, database rights, software rights, patents, know-how, trade secrets, rights in goodwill and all applications, renewals and extensions of those rights.
Payment Initiation Services has the meaning given to it in the Payment Services Regulations.
Payment Services Regulations means the Payment Services Regulations 2017, as amended, replaced or supplemented from time to time.
Permitted Purpose means the Customer’s use of the Services in the ordinary course of its own lawful business to receive payments, manage Trilo-enabled transactions, operate rewards, access related Trilo products and use any other functionality made available by Trilo to that Customer.
Services means the Trilo platform, payment initiation services, account information services, merchant dashboard, payment links, QR code payment flows, shopfront features, rewards and loyalty tools, integrations, APIs, reporting tools, support services and any other services or functionality made available by Trilo from time to time.
Terminal means any payment terminal, device, reader, accessory, charger, cable, SIM card, software or related equipment supplied by or on behalf of Trilo to the Customer.
Terminal Replacement Charge means the amount payable by the Customer where a Terminal is lost, stolen, damaged beyond fair wear and tear, not returned, returned late, returned without required accessories, or otherwise not returned in reasonable working condition. The current Terminal Replacement Charge is ÂŁ100 per Terminal, excluding VAT, unless Trilo notifies the Customer of a different amount.
Trilo Boost means the reward, cashback, credit, promotional value or other loyalty amount made available to End Users through the Trilo platform, as configured by the Customer and approved or enabled by Trilo.
Trilo Brand Assets means Trilo’s name, logo, trade marks, brand wording, trade dress, icons, designs, marketing assets and other brand materials.
Trilo Brand Wording means “Pay with Trilo, get a Boost” or any other wording notified or approved by Trilo from time to time.
2.1 Trilo provides technology and regulated payment services that allow End Users to make payments directly to the Customer using Open Banking payment initiation and related services.
2.2 The Customer wishes to make the Services available to End Users in connection with the Customer’s own business.
2.3 Trilo may make the Services available through one or more channels, including QR codes, payment links, shopfronts, browser-based flows, APIs, integrations, dashboards or other tools.
2.4 The Services may include features supplied by Trilo, Trilo affiliates or third-party providers, including payment initiation, account information, card or wallet acceptance, acquiring, fraud tools, reporting, loyalty, refunds, customer profiles, integrations and related functionality.
2.5 Trilo may update, amend, improve, suspend, replace or discontinue any part of the Services from time to time, provided that where a change materially reduces the core functionality of the Services, Trilo will use reasonable endeavours to give the Customer notice where practicable.
2.6 Trilo does not provide banking, deposit-taking, lending, accounting, tax, legal, financial advice or merchant acquiring services unless expressly stated in writing.
2.7 The Services may include the provision of Trilo Terminals, subject to availability, onboarding approval, payment of applicable Fees and the additional terms set out in Schedule 5.
3.1 Subject to the Customer’s compliance with this Agreement, Trilo grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence during the term of this Agreement to access and use the Services for the Permitted Purpose.
3.2 The Customer must only use the Services for its own business and must not resell, white-label, lease, lend, sublicense or otherwise make the Services available to any third party without Trilo’s prior written consent.
3.3 Trilo may impose usage limits, technical limits, risk controls, transaction limits, settlement controls, account limits or other restrictions where required for legal, regulatory, operational, risk, security or commercial reasons.
3.4 The Customer is responsible for ensuring that its own devices, systems, internet connection, browser, till systems and other technology are suitable for accessing and using the Services.
4.1 The Customer must provide all information reasonably requested by Trilo for onboarding, verification, due diligence, risk assessment, regulatory compliance, fraud prevention, billing and ongoing monitoring.
4.2 The Customer warrants that all information it provides to Trilo is accurate, complete, current and not misleading.
4.3 The Customer must promptly notify Trilo of any material change to its business, ownership, control, trading name, address, bank account, products, services, website, regulatory status or other information previously provided to Trilo.
4.4 Trilo may refuse to onboard the Customer, delay activation, suspend access, impose limits, request additional information or terminate this Agreement where Trilo reasonably considers this necessary for legal, regulatory, risk, compliance, operational, reputational or commercial reasons.
4.5 The Customer must not allow any unauthorised person to access its Account and must keep all login credentials, API keys and security information confidential and secure.
4.6 The Customer is responsible for all activity carried out through its Account, unless caused by Trilo’s breach of this Agreement.
5.1 The Customer must:
5.2 The Customer must not, and must not permit any person to:
6.1 Trilo may maintain and update a list of prohibited or restricted businesses, products, services and transaction types.
6.2 The Customer must not use the Services in relation to any prohibited business, product, service or transaction without Trilo’s prior written approval.
6.3 Trilo may immediately suspend or terminate the Services where it reasonably believes the Customer is using the Services for a prohibited or restricted purpose.
6.4 Without limiting clause 6.1, Trilo may prohibit or restrict use of the Services in relation to unlawful goods or services, high-risk financial services, regulated products, adult services, gambling, weapons, controlled substances, counterfeit goods, misleading schemes, sanctions exposure or any other category that Trilo reasonably considers unsuitable.
7.1 Trilo’s Open Banking payment functionality allows End Users to initiate payments from their bank account to the Customer’s nominated account.
7.2 Each payment must be authorised by the relevant End User through the End User’s own bank or payment account provider.
7.3 Trilo does not control the End User’s bank, the Customer’s bank or any account servicing payment service provider.
7.4 Trilo is not responsible for a payment being delayed, rejected, reversed, blocked or not completed where this is caused by an End User, the End User’s bank, the Customer’s bank, incorrect information, insufficient funds, bank downtime, fraud screening, legal or regulatory restrictions, or circumstances outside Trilo’s reasonable control.
7.5 The Customer acknowledges that Open Banking payments are not card payments and may not include the same dispute, chargeback or refund mechanisms that apply to card schemes.
7.6 The Customer remains responsible for reconciling payments received into its own bank account and for ensuring that goods or services are only released, dispatched or fulfilled in accordance with the Customer’s own risk procedures.
7.7 Trilo may make transaction status information available through the Services. Such information is provided for operational convenience and does not replace the Customer’s responsibility to verify receipt of funds where necessary.
8.1 Where Trilo enables the Customer to accept card, Apple Pay, Google Pay or other non-Open Banking payments through an acquiring partner, those services may be provided by a third-party acquiring partner and may be subject to separate terms, fees, scheme rules, onboarding requirements and risk controls.
8.2 The Customer must comply with all terms and requirements of any acquiring partner, card scheme, wallet provider or other third-party provider involved in those services.
8.3 Trilo is not responsible for the acts, omissions, decisions, fees, reserves, chargebacks, delays, restrictions or service availability of any acquiring partner, card scheme, wallet provider or third-party payment provider.
8.4 Transaction fees, acquiring fees, chargeback fees, refund fees, scheme fees or other third-party fees may apply where the Customer enables or uses card, wallet or acquiring partner services.
9.1 Where enabled, Trilo Boost allows End Users to receive or redeem rewards, credit, promotional value or loyalty benefits through the Trilo platform.
9.2 The Customer is responsible for configuring the Trilo Boost amount or reward structure applicable to its business, subject to Trilo’s approval and platform rules.
9.3 The Customer must not vary, advertise, withdraw or alter Trilo Boost in a way that is misleading, unfair, unlawful or inconsistent with the information presented to End Users.
9.4 The Customer must display the Trilo Brand Wording, or any alternative wording approved by Trilo, while accepting Trilo as a payment method where reasonably required by Trilo.
9.5 Trilo may suspend, amend or withdraw any Trilo Boost or rewards functionality where required for legal, regulatory, technical, fraud, operational, reputational or commercial reasons.
9.6 Unless otherwise agreed in writing, the Customer is responsible for the commercial cost of any rewards, discounts, credits, promotions or benefits it makes available to End Users.
10.1 The Customer is responsible for deciding whether an End User is entitled to a refund in relation to the Customer’s goods or services.
10.2 Where supported, Trilo may enable the Customer to process refunds through Open Banking or related functionality.
10.3 Refund functionality may not be available for all banks, accounts, payment types, End Users or transactions.
10.4 Trilo may offer one or more refund methods, including:
10.5 Trilo may charge refund fees, batch processing fees or other charges as set out in the pricing schedule or otherwise notified to the Customer.
10.6 Trilo is not responsible for refunds made outside the Services.
10.7 The Customer must ensure that it has sufficient funds available to process any refund.
10.8 Trilo may decline, delay, block or reverse a refund where required for legal, regulatory, fraud, risk, technical, operational or compliance reasons.
10.9 The Customer remains responsible for any refund, cancellation, return, consumer rights or customer service obligation arising from the Customer’s own goods or services.
11.1 The Customer must pay the Fees applicable to its subscription tier, add-ons, usage, products, Terminals, and any other services selected or used by the Customer.
11.2 Unless otherwise agreed in writing, subscription Fees are payable monthly in advance.
11.3 Usage-based fees, transaction fees, refund fees, acquiring partner fees, implementation fees and other charges may be billed monthly in arrears or at such other time as Trilo reasonably determines.
11.4 All Fees are payable in pounds sterling and are exclusive of VAT and any other applicable taxes, unless expressly stated otherwise.
11.5 The Customer must pay all invoices within 30 days of the invoice date, unless otherwise agreed in writing.
11.6 If the Customer fails to pay any amount when due, Trilo may:
11.7 The Customer must not withhold, reduce or set off any payment due to Trilo except where required by law or agreed by Trilo in writing.
11.8 Trilo may change the Fees by giving the Customer at least 30 days’ notice. If the Customer does not agree to the changed Fees, the Customer may terminate this Agreement before the change takes effect, in accordance with clause 23.
11.9 Fees may include subscription fees, transaction fees, Card Fees, acquiring partner fees, wallet payment fees, refund fees, chargeback fees, Terminal subscription fees, Terminal Replacement Charges, implementation fees, support fees and any other fees notified to the Customer from time to time.
11.10 If the Customer enables card payments, Apple Pay, Google Pay or any other non-Open Banking payment method, Card Fees and third-party fees may apply.
11.11 Card Fees may vary from time to time. Trilo may update Card Fees where required or influenced by card scheme fees, interchange fees, acquiring partner fees, processing costs, payment method costs, regulatory changes, risk profile, commercial changes, or changes to the Customer’s selected pricing plan.
11.12 Trilo will use reasonable endeavours to notify the Customer of material changes to Fees. However, changes to pass-through fees, card scheme fees, acquiring partner fees, interchange fees, taxes, regulatory charges or other third-party costs may take effect immediately or on shorter notice where Trilo reasonably considers this necessary.
11.13 Where the Customer subscribes for or uses a Trilo Terminal, the Customer must pay the applicable Terminal subscription Fees and any Terminal Replacement Charge in accordance with Schedule 5.
12.1 The Customer is responsible for determining, collecting, reporting and paying any taxes, VAT, duties, levies or other amounts arising from the Customer’s sale of goods or services.
12.2 Trilo is not responsible for calculating or remitting taxes on behalf of the Customer unless expressly agreed in writing.
12.3 Where Trilo is required to charge VAT or any other tax on its Fees, the Customer must pay such amounts in addition to the Fees.
13.1 The Customer grants Trilo a non-exclusive, royalty-free, worldwide licence to use, copy, display, host, modify and reproduce Customer Content solely to provide, operate, promote and support the Services.
13.2 The Customer warrants that it has all rights, licences and permissions required to provide Customer Content to Trilo and to allow Trilo to use it under this Agreement.
13.3 Trilo may remove or refuse to display any Customer Content that Trilo reasonably considers inaccurate, misleading, unlawful, infringing, offensive, poor quality or damaging to Trilo’s reputation.
13.4 The Customer may only use Trilo Brand Assets in accordance with Trilo’s brand guidelines and with Trilo’s prior written consent.
13.5 Trilo may refer to the Customer as a Trilo customer and may use the Customer’s name and logo in customer lists, pitch materials, case studies, website pages and marketing materials, unless the Customer notifies Trilo in writing that it does not consent to such use.
14.1 Each party retains ownership of the Intellectual Property Rights it owned before entering into this Agreement.
14.2 Trilo and its licensors own all Intellectual Property Rights in the Services, platform, APIs, software, documentation, processes, designs, data models, analytics, know-how, improvements, modifications and related technology.
14.3 Except for the limited licence expressly granted in this Agreement, the Customer does not acquire any rights in the Services or Trilo’s Intellectual Property Rights.
14.4 The Customer must not copy, modify, adapt, translate, reverse engineer, decompile, disassemble, create derivative works from or otherwise exploit the Services except as expressly permitted by this Agreement or Applicable Law.
14.5 If the parties jointly develop any product, feature, integration, document, service, process, function, concept or other item that may give rise to new Intellectual Property Rights, ownership of those rights must be agreed in a separate written agreement or written amendment to this Agreement.
14.6 Trilo may freely use feedback, suggestions, ideas, requests or recommendations provided by the Customer relating to the Services without restriction or obligation, provided that Trilo does not disclose the Customer’s Confidential Information.
15.1 Each party must comply with its obligations under Data Protection Legislation.
15.2 The parties acknowledge that, unless otherwise agreed in writing, each party acts as an independent controller in relation to personal data it processes in connection with this Agreement.
15.3 Each party is responsible for providing any privacy notices, obtaining any consents and identifying any lawful bases required for its own processing of personal data.
15.4 The Customer must not provide Trilo with any personal data unless it is lawful for the Customer to do so.
15.5 Where a party processes personal data as processor on behalf of the other party, the parties will enter into appropriate data processing terms.
15.6 Trilo will process personal data in accordance with its privacy policy and applicable data protection terms.
15.7 Trilo may use aggregated, anonymised or statistical data relating to use of the Services for analytics, service improvement, reporting, benchmarking, product development and commercial purposes, provided that such data does not identify the Customer or any End User.
16.1 Each party must keep the other party’s Confidential Information confidential and must not disclose it except as permitted by this Agreement.
16.2 A party may disclose Confidential Information:
16.3 Confidential Information does not include information that:
16.4 This clause 16 survives termination of this Agreement.
17.1 Each party must comply with Applicable Anti-Bribery Laws.
17.2 The Customer must not use the Services in any way that would cause Trilo to breach any anti-money laundering, counter-terrorist financing, sanctions, anti-bribery, anti-corruption, tax evasion, financial crime or regulatory obligation.
17.3 The Customer must not offer, promise, give, request, agree to receive or accept any bribe, inducement, facilitation payment or improper advantage in connection with this Agreement.
17.4 Trilo may suspend or terminate the Services immediately if it reasonably suspects a breach of this clause 17.
18.1 Trilo will use reasonable endeavours to make the Services available, but does not guarantee that the Services will be uninterrupted, error-free or available at all times.
18.2 The Services may be unavailable due to maintenance, updates, outages, third-party failures, bank downtime, internet issues, security incidents, regulatory requirements or circumstances outside Trilo’s reasonable control.
18.3 Trilo may provide support through such channels and during such hours as Trilo makes available from time to time.
18.4 Trilo may make changes to the Services to improve performance, security, reliability, compliance, functionality or user experience.
18.5 Trilo may suspend access to the Services without liability where reasonably necessary for maintenance, security, compliance, fraud prevention, risk management, non-payment or to protect Trilo, End Users, banks, third-party providers or other customers.
19.1 Each party warrants that:
19.2 The Customer warrants that:
19.3 Except as expressly set out in this Agreement, the Services are provided “as is” and “as available”.
19.4 To the fullest extent permitted by law, Trilo excludes all implied warranties, conditions, representations and terms, including any implied warranties of merchantability, fitness for a particular purpose, satisfactory quality, non-infringement and uninterrupted availability.
19.5 Trilo does not warrant that the Services will increase sales, reduce costs, generate revenue, improve conversion, produce any particular commercial outcome or be compatible with all Customer systems.
20.1 Nothing in this Agreement limits or excludes either party’s liability for:
20.2 Subject to clause 20.1, neither party will be liable for:
20.3 Subject to clause 20.1, Trilo’s total aggregate liability arising out of or in connection with this Agreement in any contract year will not exceed the greater of:
20.4 Subject to clause 20.1, Trilo is not liable for any loss arising from:
20.5 The Customer must indemnify Trilo against all losses, liabilities, damages, costs, expenses, claims, fines, penalties and regulatory action arising out of or in connection with:
21.1 Neither party will be liable for failure or delay in performing its obligations where caused by circumstances beyond its reasonable control, including natural disasters, extreme weather, fire, flood, epidemic, pandemic, war, terrorism, civil unrest, labour dispute, government action, regulatory action, power failure, telecommunications failure, internet failure, bank outage, payment network failure, cyberattack or third-party service failure.
21.2 The affected party’s obligations will be suspended for the duration of the Force Majeure Event.
21.3 If a Force Majeure Event continues for more than 30 consecutive days, either party may terminate this Agreement by written notice.
22.1 Trilo may suspend or restrict the Customer’s access to all or part of the Services immediately where:
22.2 Trilo will use reasonable endeavours to notify the Customer of suspension where lawful and practicable.
22.3 Trilo may maintain the suspension until the relevant issue has been resolved to Trilo’s reasonable satisfaction.
22.4 Suspension does not affect the Customer’s obligation to pay Fees.
23.1 This Agreement starts when the Customer accepts these terms, creates an Account, signs an order form or first uses the Services, whichever occurs first.
23.2 This Agreement continues until terminated in accordance with this clause 23.
23.3 Either party may terminate this Agreement for convenience by giving the other party at least 30 days’ written notice.
23.4 Trilo may terminate this Agreement immediately by written notice if:
23.5 The Customer may terminate this Agreement immediately if Trilo materially breaches this Agreement and fails to remedy the breach within 14 Business Days of written notice.
24.1 On termination of this Agreement:
24.2 Termination does not affect any rights, liabilities or obligations that accrued before termination.
24.3 Clauses which by their nature should survive termination will survive, including clauses relating to payment, confidentiality, intellectual property, data protection, liability, indemnities, governing law and dispute resolution.
25.1 Notices under this Agreement must be in writing and sent by email or by any other method agreed by the parties.
25.2 Notices to Trilo must be sent to: support@trilo.io or such other email address as Trilo notifies from time to time.
25.3 Notices to the Customer may be sent to the email address registered to the Customer’s Account or any other email address provided by the Customer.
25.4 A notice sent by email will be deemed received 24 hours after sending, provided that if such time falls outside Business Hours on a Business Day, it will be deemed received when Business Hours resume.
25.5 In this clause, Business Hours means 9.00 am to 5.00 pm on a Business Day.
26.1 Trilo may update these terms from time to time.
26.2 Trilo will give the Customer reasonable notice of material changes where practicable.
26.3 If the Customer continues to use the Services after the updated terms take effect, the Customer will be deemed to have accepted the updated terms.
26.4 If the Customer does not agree to a material change, the Customer may terminate this Agreement before the change takes effect.
26.5 Trilo may make changes that are required by law, regulation, security, fraud prevention, payment partners, banks, acquiring partners or technical requirements with immediate effect.
27.1 The Customer must not assign, transfer, novate, subcontract or otherwise deal with any rights or obligations under this Agreement without Trilo’s prior written consent.
27.2 Trilo may assign, transfer, novate, subcontract or otherwise deal with its rights or obligations under this Agreement to an affiliate, successor, purchaser, investor, funder, acquirer or group company, provided that this does not materially reduce the Customer’s rights under this Agreement.
28.1 This Agreement constitutes the entire agreement between the parties relating to its subject matter and supersedes all previous agreements, arrangements, understandings, statements and representations, whether written or oral.
28.2 Each party acknowledges that it has not relied on any statement, representation, assurance or warranty not expressly set out in this Agreement.
28.3 Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.
29.1 No failure or delay by a party to exercise any right or remedy under this Agreement will constitute a waiver of that right or remedy.
29.2 No single or partial exercise of any right or remedy will prevent further exercise of that or any other right or remedy.
30.1 If any provision or part-provision of this Agreement is invalid, illegal or unenforceable, it will be deemed modified to the minimum extent necessary to make it valid, legal and enforceable.
30.2 If modification is not possible, the relevant provision or part-provision will be deemed deleted.
30.3 Any modification or deletion will not affect the validity and enforceability of the rest of this Agreement.
31.1 Except as expressly stated in this Agreement, no person other than the parties has any right to enforce any term of this Agreement under the Contracts (Rights of Third Parties) Act 1999.
32.1 Nothing in this Agreement creates a partnership, joint venture, employment relationship, fiduciary relationship, agency or representative relationship between the parties.
32.2 Neither party has authority to bind the other unless expressly agreed in writing.
33.1 This Agreement and any dispute or claim arising out of or in connection with it, including non-contractual disputes or claims, is governed by English law.
33.2 The parties irrevocably agree that the courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement.
The Customer may access Trilo’s logo and brand assets which will be shared on request.
The Customer must only use Trilo Brand Assets in accordance with Trilo’s brand guidelines and any instructions issued by Trilo from time to time.
The Trilo Boost amount or reward structure applicable to the Customer will be the amount or structure configured in the Customer’s Account, agreed in the relevant order form, or otherwise confirmed by Trilo in writing.
The Customer may not materially vary its Trilo Boost configuration without Trilo’s approval.
Unless otherwise agreed in writing, the Customer is responsible for the commercial cost of any Trilo Boost, reward, discount, credit or promotional value offered to End Users.
The Customer must pay the Fees applicable to its selected subscription, add-ons, usage, Card Fees, Terminal subscription, Terminal Replacement Charges and any other Services, products or payment methods selected, enabled, ordered or used by the Customer.
Unless otherwise agreed in writing:
Current pricing and any agreed commercial terms may be set out in the Customer’s order form, account dashboard, invoice, pricing page or other written confirmation from Trilo.
Support contact: support@trilo.io
Trilo may provide support by email, in-platform chat, helpdesk, documentation, telephone, account management or any other channel made available from time to time.
Unless otherwise agreed in writing, Trilo does not guarantee any specific support response time or resolution time.
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Version: 1.0
Last updated: 1 July 2026
Effective from: 1 July 2026
This Cookie Policy explains how Trilo Group Limited uses cookies and similar technologies on our website, web application, payment flows, merchant dashboard and related services.
This policy should be read together with our Privacy Policy, End User Terms of Service and Merchant Terms of Service.
Trilo Group Limited is a company registered in England and Wales with company number 11684530.
Our registered office is:
2nd Floor, South One Castle Park, Tower Hill, Bristol, England, BS2 0JA
In this policy, “Trilo”, “we”, “us” and “our” refer to Trilo Group Limited.
You can contact us about this Cookie Policy at:
privacy@trilo.io
Cookies are small text files that are placed on your device when you visit a website or use an online service.
Cookies can help a website or service recognise your device, remember your preferences, keep you signed in, maintain security, understand how the service is used, and improve your experience.
Similar technologies include pixels, tags, local storage, session storage, device identifiers, SDKs and other technologies that store information on, or access information from, your device.
In this policy, when we refer to cookies, we mean cookies and similar technologies.
We may use cookies on:
(a) our website;
(b) our web application;
(c) our merchant dashboard;
(d) Trilo payment flows;
(e) Trilo QR code and payment link journeys;
(f) Trilo shopfronts and checkout pages;
(g) support and chat tools;
(h) marketing pages; and
(i) emails and communications, where permitted.
The cookies used may vary depending on the page, service, device, browser, account status, merchant, product or feature you use.
We group the cookies we use into the following categories.
These cookies are needed for our website and services to work properly.
They may be used for:
(a) security;
(b) authentication;
(c) fraud prevention;
(d) remembering cookie choices;
(e) keeping you logged in;
(f) enabling payment flows;
(g) maintaining sessions;
(h) load balancing;
(i) network management;
(j) accessibility; and
(k) core website and application functionality.
You cannot usually switch off strictly necessary cookies through our cookie preference tool because the website or service may not work properly without them.
You may be able to block them through your browser settings, but doing so may mean that parts of Trilo do not work.
These cookies help us remember choices you make and provide enhanced functionality.
They may be used for:
(a) remembering preferences;
(b) remembering dismissed banners or notices;
(c) remembering recently viewed pages;
(d) personalising parts of the service;
(e) improving account or dashboard experience; and
(f) supporting in-product features.
Functional cookies are not always strictly necessary. Where required, we will ask for your consent before using them.
These cookies help us understand how people use our website and services.
They may be used for:
(a) measuring page views;
(b) understanding user journeys;
(c) identifying which pages or features are used most often;
(d) identifying errors;
(e) improving performance;
(f) testing and improving product features;
(g) understanding how users arrive at our website; and
(h) improving the reliability and usability of Trilo.
Where required, we will ask for your consent before using analytics or performance cookies.
These cookies help us provide support, chat, onboarding and communication features.
They may be used for:
(a) live chat;
(b) customer support;
(c) identifying returning users;
(d) managing support conversations;
(e) product onboarding;
(f) in-product messages; and
(g) service updates.
Where required, we will ask for your consent before using support or communication cookies that are not strictly necessary.
These cookies help us understand the effectiveness of marketing and, where used, deliver or measure advertising.
They may be used for:
(a) measuring marketing campaigns;
(b) understanding referrals;
(c) measuring conversions;
(d) building audiences;
(e) limiting repeat advertising;
(f) showing relevant adverts; and
(g) understanding how people interact with Trilo marketing.
Where required, we will ask for your consent before using marketing or advertising cookies.
The exact cookies used may change from time to time depending on the services we operate, the features enabled and the providers we use.
The tools and providers we may use include:
Provider / Tool
Purpose
Cookie category
Trilo
Core website, payment flows, account functionality, security, authentication, fraud prevention and service operation
Strictly necessary / functional
Webflow
Website hosting, page delivery and website functionality
Strictly necessary / functional
Google Analytics
Website and product analytics, traffic measurement and usage insights
Analytics / performance
Hotjar
Website behaviour analytics, heatmaps, session insights and user experience improvement
Analytics / performance
PostHog
Product analytics, feature usage, product improvement and event tracking
Analytics / performance
Intercom
Customer support, chat, onboarding and service communications
Support / communication
Payment, banking and security partners
Payment flow security, fraud prevention, authentication, risk checks and transaction support
Strictly necessary / functional
Some of these providers may set their own cookies or similar technologies when their services are used on our website or platform.
We will update this policy from time to time to reflect material changes to the cookies and providers we use.
Cookies may collect or store information such as:
(a) IP address;
(b) device type;
(c) browser type and version;
(d) operating system;
(e) approximate location derived from IP address;
(f) time zone;
(g) pages viewed;
(h) links clicked;
(i) buttons or features used;
(j) referring website;
(k) session identifiers;
(l) account or login status;
(m) payment flow status;
(n) error messages and diagnostic information;
(o) cookie preferences;
(p) support conversation identifiers;
(q) marketing source information; and
(r) other technical information about how you use our website and services.
Some cookie information may be personal data. Where it is personal data, we use it in accordance with our Privacy Policy.
Cookies may be session cookies or persistent cookies.
Session cookies are usually deleted when you close your browser.
Persistent cookies remain on your device for a period of time after you close your browser, unless you delete them earlier.
The length of time a cookie remains on your device depends on what the cookie is used for and how it is set.
Some cookies may last only for the duration of your session. Others may last for days, months or longer where needed for account functionality, security, preferences, analytics or support.
Where we use a cookie preference tool, we may store your cookie choices so that we can remember them.
We will ask for your consent before using non-essential cookies where required by law.
You can accept or reject non-essential cookies through our cookie banner or cookie preference tool where available.
You can usually change your cookie preferences at any time by using the cookie settings link or tool made available on our website.
Strictly necessary cookies do not usually require consent because they are needed to provide the website or service you have requested.
If you reject non-essential cookies, you can still use the website and services, but some features, personalisation, analytics, support or marketing functionality may be limited.
You can also control cookies through your browser settings.
Most browsers allow you to:
(a) see what cookies are stored;
(b) delete cookies;
(c) block cookies from particular websites;
(d) block third-party cookies;
(e) block all cookies; or
(f) set preferences for future cookies.
If you block all cookies, parts of our website, payment flows, merchant dashboard or services may not work properly.
For more information about cookies, you can visit the Information Commissioner’s Office website at:
https://ico.org.uk/your-data-matters/online/cookies/
Some cookies may be set by third-party providers that help us operate, secure, analyse, support or improve Trilo.
These providers may process information about your use of our website or services in accordance with their own privacy and cookie policies.
We are not responsible for third-party websites or services that are not controlled by Trilo.
Where required, we will ask for your consent before allowing third parties to set non-essential cookies through our website or services.
Some of our emails may contain tracking pixels or similar technologies that help us understand whether an email has been opened, whether links have been clicked and how people interact with our communications.
We may use this information to improve our communications, understand engagement and manage marketing or service messages.
You can opt out of marketing emails at any time by using the unsubscribe link in the email or contacting us at:
privacy@trilo.io
You may still receive service, legal, security, transactional or account-related messages where necessary.
Trilo may be used by people aged 13 or over where permitted by our End User Terms of Service.
Where our services are accessed by young people, we aim to use cookies and similar technologies in a fair, transparent and proportionate way.
We do not knowingly use cookies to target children with behavioural advertising.
We may update this Cookie Policy from time to time.
The latest version will be made available on our website.
Where changes are material, we may take additional steps to notify you, such as by updating our cookie banner, website notice, in-product notice or email.
If you have any questions about this Cookie Policy, contact us at:
Trilo Group Limited
2nd Floor, South One Castle Park, Tower Hill, Bristol, England, BS2 0JA
Privacy enquiries: privacy@trilo.io
General support: support@trilo.io
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