What you agree to
when you join Fae.

1.Who We Are and What This Is

Fae is operated by Fae Technologies Ltd, a company incorporated in England and Wales (Company Number: 16753505), with its registered address at 20 Station Road, Cambridge, England, CB1 2JD.

Fae Technologies Ltd (FRN 1064646) is a registered agent of Moneyhub Financial Technology Ltd, which is authorised and regulated by the Financial Conduct Authority as a payment institution (FRN 809360) for the provision of account information services under the Payment Services Regulations 2017. You can check these details on the FCA Register at register.fca.org.uk.

Fae is a personal money companion whose job is to improve your financial wellbeing. It is built to align with its Members’ interests. No selling, no commissions, no conflicts of interest, no compromises.

These Terms apply to everyone with a Fae account (a "Member").

2.Eligibility

By accepting these Terms, you confirm you are at least 18 years old, resident in the United Kingdom, have an active UK personal bank account, and will use Fae only for your own personal, non-business purposes.

3.Your Fae Journey

3.1 Account Creation

Fae operates across two environments: the Fae app, where you create your account and connect your financial data, and the Fae Member room, a web space you log into with the same account.

To use Fae, you need to register to create a Fae account using your legal name and email address and use further authentication factors when required. Please provide accurate information and keep it up to date. Your account is personal to you, and you can only have one.

Please keep your login details secure and don't share them with anyone. If your phone is lost or stolen, or you think someone else has used your account, tell us straight away at hello@askfae.com.

3.2 Connecting Your Data

To be personalised and useful to you, Fae needs you to share some personal information, and financial information. The amount of information you share will always be up to you.

Data connections are made through the Fae app. Each connection is optional, incremental, and revocable at any time. The available connections may include:

• Open banking (powered by Moneyhub): your transaction history and account balances. Fae provides this account information service as an agent of Moneyhub Financial Technology Ltd, and Moneyhub provides the secure connection to your bank. Fae can read your transactions and balances but cannot make payments, move your money or hold money for you. You give your consent in the Fae app and then confirm it with your bank. Your consent lasts until you withdraw it, but every 90 days the app will ask you to confirm that you want it to continue. If you don't confirm, Fae stops receiving new data from that account. Bank data isn't always real time, and Fae can't check or correct your bank's records, so if something looks wrong, please check with your bank.
• Other financial accounts (powered by Moneyhub): your transaction history and account balances on pensions, investments, savings, mortgages. This connection is not a regulated account information service.
• Email (read-only, personal accounts only): with your permission, Fae looks for billing emails, subscription confirmations, insurance documents and financial correspondence to give contextual understanding to your spending. Please connect a personal email account, not a work one. No one at Fae reads your emails unless you ask us to (for example, to help with a support request), or where it's needed for security or to comply with the law. If you connect a Google account, Fae's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
• Document upload: insurance policies, bank statements, or similar documents you choose to share.

You can disconnect any data source at any time with immediate effect through the Fae app. You can also remove Fae's access to a Google account at any time in your Google Account settings.

Only connect accounts, email and documents that are yours. If you connect a joint account, you confirm the other account holder is happy for you to do so. Your data will sometimes include information about other people, such as the sender of a bill or someone you pay. Fae uses it only to understand your own finances. It never builds profiles of those people or contacts them.

We're absolutely committed to treating you and your data with respect. We know that talk is cheap, but missteps and mistakes are expensive. We want neither. Trust is everything to us. Full details of how your data is collected, used, and protected are in our Privacy Policy.

3.3 Moneyhub’s Terms

Before you connect a bank account or other financial account, the Fae app will ask you to accept Moneyhub's terms of use for the open banking connection (moneyhub.com/terms-of-use). They apply to the connection itself. Your relationship with Fae, including your membership, fees, refunds and complaints, is governed by these Terms. Nothing in Moneyhub's terms reduces your rights under these Terms or your statutory rights.

4.The Fae Service

4.1 What Fae Does

Fae is a personal money companion. Fae connects to your financial data with your permission and uses AI to give you a clearer picture of your financial life, identify opportunities, and help you decide what, if anything, you want to do. The service will develop and grow as Fae progresses.

To do this, Fae's AI, which includes AI models provided by third parties, reads and analyses the data you choose to connect, including your emails and documents. You can also chat with Fae. Its replies are generated by AI using your own connected data, and what you type in chat is processed in the same way. Fae only uses your data to provide features you can see in the app.

As Fae grows, we may add new features and data connections. Some of these may have their own terms or need your consent. We’ll explain them, and ask you to agree, before you use the feature for the first time. They will form part of these Terms. You never have to use a new feature.

4.2 What Fae Is Not

Fae is not a bank, payment institution, regulated financial adviser, insurance intermediary, or credit broker and it does not recommend or arrange financial products. Nothing Fae generates is regulated financial advice, or tax, legal, pension, investment, debt or insurance advice. Fae gives you information and insight; what you do with it is always your decision. If you need regulated advice, please speak to a qualified professional. MoneyHelper (moneyhelper.org.uk) offers free, impartial money guidance.

4.3 Fae Will Not Act Without You

Fae will never take an action like cancelling a subscription, initiating a switch, or anything else without your explicit confirmation first. You are always in control.

4.4 AI Outputs Are Informational

Fae uses AI to categorise transactions, generate insights, and make suggestions. All outputs are informational, not advice. You can override anything at any time. Fae does not make automated decisions with legal or similarly significant effects on you.

AI can make mistakes. An insight may be incomplete, out of date (for example, if your bank data is delayed) or not right for your circumstances, so please check anything important before you rely on it. Fae will always tell you that it is an AI, and you can always contact a person at Fae about anything Fae has told you. Your data is never used to train or improve general AI models, whether ours or those of the AI providers we use. Fae only learns about you to personalise Fae for you.

4.5 Valuations Are Estimates

If this feature is available to you and if you choose to, Fae can show you an estimated value for your home or your car, using the address or registration number you give us. These estimates are generated automatically by Moneyhub’s data partners from public and market data, such as recent sales and listings. No one inspects your property or vehicle.

An estimate is not a professional valuation, survey or inspection, and it may be higher or lower than the price your home or car would actually sell for. It can’t take into account things like its condition, any work you’ve done, or local factors. Please don’t rely on it to buy, sell, borrow against, insure, or value a property or vehicle for tax, probate, divorce or any other legal purpose. For those, use a qualified valuer, surveyor, or the lender or insurer involved.

Fae shows you estimates to help you understand your overall finances. It won’t tell you whether to sell, remortgage or change your insurance. Only ask Fae to value a home or car that you own or are responsible for.

5.Membership

Fae membership is by invitation only. Members help shape Fae by sharing detailed and honest feedback with the Fae team and trying pre-release features. We'll invite you to feedback sessions, usually about an hour a week, but taking part is voluntary and flexible: you choose how much to contribute, and you can stop at any time. You can leave Fae at any time (see Section 12.1).

6.The Fae Community

As a Fae Member, you have access to a shared community space visible to all Fae Members. Please treat the community with respect. What you post is visible to other Members, so please don't post your own or anyone else's financial details, other people's personal information, or anything you wouldn't want your peers to see.

You keep ownership of what you post, and you give us permission to host and display it in the community. We may remove content, or restrict your access to the community, if it breaks these Terms or the law. If you see something that worries you, report it in the community or email us. We review every report and will let you know what we've done. If you think we've got a moderation decision wrong, you can complain to us (Section 16).

7.Confidentiality

As a Member, you'll see features, designs and product plans that haven't been publicly announced. Please keep them confidential. Don't share screenshots, describe unreleased features publicly, or discuss what you've seen with people outside Fae without our permission.

This isn't legal formality; it's about giving us space to build and iterate without pressure at a delicate stage. This obligation continues for six months after you stop being a Member.

It doesn't cover anything already public (unless you made it public), anything you already knew, your own personal data or how Fae has treated you, anything the law requires you to disclose, or anything you share in confidence with your own professional advisers. Nothing in these Terms stops any Member from complaining to us, raising a concern with a regulator such as the Information Commissioner's Office or the Financial Conduct Authority, or leaving an honest review of Fae.

8.Intellectual Property and Feedback

Everything in the Fae service belongs to Fae Technologies Ltd or its licensors. Being a Fae Member doesn't give you ownership of our intellectual property, but while you're a Member we give you a personal, non-transferable right to use the Fae app and Member room for your own personal use.

When you give us feedback (through questions, conversations, feedback sessions or the app), you're giving us permission to use it to improve Fae, without restriction or compensation. We won't attribute it publicly without your permission. You retain ownership of any personal data and documents you share; we use them only to provide the service and as described in our Privacy Policy.

We may ask to record feedback sessions. We'll always ask first, and we'll only use recordings to improve Fae.

9.Acceptable Use

Please use Fae and the Fae community honestly and in good faith. You must not:

• Use the service for any unlawful purpose;
• Attempt to reverse engineer, scrape, or extract data from the service;
• Introduce malicious code or attempt to compromise the security of the service;
• Connect accounts, email or documents that aren't yours, or that you're not authorised to share;
• Try to make Fae's AI break its rules or produce harmful content, or use bots or automated tools to access the service;
• Share false feedback with intent to manipulate product development; or
• Use the community to harass, mislead, or harm other Members.

If you seriously or repeatedly break these rules, we may suspend or close your account (see Section 12.2).

10.Disclaimers and Limitation of Liability

We work hard to make Fae accurate, secure and reliable, and we will provide it with reasonable care and skill. But we can't promise it will always be uninterrupted or error-free, or that every insight will be accurate, complete or right for your specific circumstances. Features we describe as pre-release or preview, including those Members test, are still being developed and are provided as they are. That is not us covering ourselves; it is us being honest about where we are.

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these Terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business losses (Fae is for personal use only), for financial decisions you make that were not caused by our breach or carelessness, or for the actions of third-party services you choose to connect. Apart from the things listed below, our total liability to you is limited to £100.

There are things we will always stand behind, regardless of what any terms say: death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, damage to your device or other digital content caused by digital content we supply where we failed to use reasonable care and skill, and anything else the law does not allow us to exclude. Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in this section.

11.Third-Party Services

Fae's open banking is provided by Fae as Moneyhub's agent, using Moneyhub's connection to your bank. Fae also uses other providers, such as email providers, to deliver the service, and your use of those services is subject to their own terms. We choose these providers carefully, but we are not responsible for their services or for any failure by them to perform, unless it was caused by our own breach of these Terms or carelessness. This doesn't affect your rights in relation to the open banking service, including your right to complain (Section 16).

12.Leaving Fae

12.1 How You Can Leave

You can leave at any time by closing your account in the Fae app or by emailing us, and your account closes straight away.

When your account closes, we'll delete your personal data within 30 days, except anything the law requires us to keep, as explained in our Privacy Policy. If you'd rather just disconnect a data source, you can do that immediately at any time.

12.2 How We Might Suspend or Close Your Account

We may suspend or close your account straight away if you seriously or repeatedly breach these Terms, if the law requires us to, or if we need to protect the security of the service or other Members. Where we reasonably can, we'll suspend your account first and explain why. We may also end your membership if continuing it would create a conflict of interest or a risk to confidential product information (Section 7).

We may stop offering Fae by giving you at least 30 days' notice. In every case, we'll handle your data in accordance with our Privacy Policy.

If we can no longer provide open banking, for example because our arrangement with Moneyhub ends or a regulator requires it, we'll tell you as soon as we can. Fae will stop receiving data from your bank accounts, and we'll explain your options, including closing your account.

If you haven't used Fae for 12 months, we may close your account. We'll email you at least 30 days before we do, so you can keep it open if you want to.

12.3 What Survives

Confidentiality (Section 7), intellectual property (Section 8), limitation of liability (Section 10), and governing law (Section 14) continue to apply after your account closes.

13.Changes to These Terms

We may update these Terms, for example to reflect changes to Fae or to the law. For material changes, we'll email you at least 30 days before they take effect, unless the law requires a change sooner. If you don't agree, you can close your account before the change takes effect. If you keep using Fae after the change takes effect, the updated Terms will apply to you.

14.Governing Law

These Terms are governed by the law of England and Wales. You may bring proceedings in the courts of the jurisdiction in which you live: England and Wales, Scotland, or Northern Ireland.

15.General

If any part of these Terms is unenforceable, the rest continues to apply. These Terms, together with our Website Terms of Use and Privacy Policy, are the complete agreement between you and Fae. You cannot transfer your rights or obligations under these Terms to anyone else.

We may transfer our rights and obligations under these Terms to another organisation. We'll tell you if we do, and it won't reduce your rights. No one other than you and Fae has any rights under these Terms. If we delay enforcing any part of these Terms, we can still enforce it later. We're not responsible for delays or failures caused by events outside our reasonable control, but we'll tell you and do what we can to limit the effect.

How we contact you. We'll contact you mainly in the Fae app and by email, in English. Please keep your email address up to date, because that's where we'll send important notices, such as changes to these Terms or to your membership.

16.Questions and Complaints

If you have questions about these Terms, please get in touch. We're building this with you; that starts with being available.

If you're unhappy with anything, please tell us in the app or by email at hello@askfae.com. We'll acknowledge your complaint promptly.

Complaints about open banking. We handle complaints about our open banking service on behalf of Moneyhub. We'll send you a full response within 15 business days. In exceptional circumstances, if we can't reply within that time, we'll tell you why and give you a full response within 35 business days.

Other complaints. We aim to give you a full response within 15 business days, and always within 8 weeks.

If you're not happy with our response, or we haven't responded within these times, you may be able to refer your complaint to the Financial Ombudsman Service, free of charge. Contact them at financial-ombudsman.org.uk, on 0800 023 4567, or at Exchange Tower, London E14 9SR. You must normally do this within six months of our final response.