Terms of use
Read the terms of use relating to our website, mobile app and services.
1. Introduction
1.1. These terms apply to your use of the Pillar app (“App”), website and the services offered through them by us (“Services”).
1.2. When we refer to Pillar, us or we, we mean Pillar Labs Limited, company registration number: 13637649. Our registered Address, and principal place of business is: Co-Foundry, 11-13 Cowgate, Peterborough, United Kingdom, PE1 1LZ.
1.3. We are Pillar Labs Limited. We own and operate the personalised financial essentials website, www.hellopillar.com, and the Pillar app. We provide a range of services to help you better understand and improve your financial situation and also provide a range of credit products.
1.4. Pillar Labs Limited is a company registered in England (No. 13637649). Our trading address and registered office address is Co-Foundry, 11-13 Cowgate, Peterborough, United Kingdom, PE1 1LZ.
1.5. Pillar Labs Ltd, trading as Pillar, is authorised and regulated by the Financial Conduct Authority (FCA) under firm reference number 996727 in respect of:
1.5.1. Providing credit information services
1.5.2. Consumer credit lending
1.6. You can check the Financial Services Register by visiting the FCA website.
1.7. Data protection law applies to our collection and use of personal data and Pillar Labs Limited is the controller of that personal data (ICO Registration Number ZB261170).
1.8. If you have any questions about this set of terms, please contact us or email us at help@hellopillar.com.
2. Services & Subscriptions
2.1. Some of the App is provided free of charge but there are some Services that are only available on a paid for subscription basis. Details of the pricing and services included in any subscription are available to you in the App or on our website and will be confirmed to you when you make any purchase.
2.2. If you choose to sign up to any subscription service, then you have the right to change your mind, cancel and obtain a refund within 14 days of entering into it with us. The cancellation period expires on the 14th calendar day after the conclusion of these Terms. To exercise your right of withdrawal, you are required to notify us of your intention to withdraw by emailing us on help@hellopillar.com, informing us through the Pillar Mobile App chat function or by writing to Pillar Customer Services, Pillar Labs Limited, 11-13 Cowgate, Peterborough, PE1 1LZ. Should you wish to notify us of your intention to withdraw orally, you can request a call back on the Pillar Mobile App.
2.3. Once the cancellation period in 2.2 has passed, you can still choose to cancel any subscription at any time on giving not less than 30 days’ notice in advance in which case the subscription will then terminate at the end of the relevant subscription term.
2.4. Subscriptions are managed on a rolling basis but we will always notify you in advance before the expiry or rollover of any renewal term.
2.5. If you don’t have any subscription service with us, then you can simply choose to stop using the App or any free services at any time.
2.6. Pillar does not provide you with any investment advice or any advice in relation to any consumer credit product. Any decision by you to obtain any financial services product must be made by you having obtained appropriate advice from a person authorised and regulated by the Financial Conduct Authority.
2.7. For details of operating models and technical specifications for our App, please see the details in the appstore listings or you can contact us for details at any time.
3. Credit Score & Report
3.1. In order to gain access to the Credit Scores and Report, you will be required to successfully pass an authentication process. This requires us to share some of your data to TransUnion, Experian and Equifax (the CRAs). Not everyone will successfully pass authentication and Pillar is not required to notify you why you have not been successfully authenticated. One reason for this may be that, at the time you request access to your Credit Score and Report, we have been unable to match your personal details to the correct credit profile in its database.
3.2. You must only request your Credit Score and Report for your own personal, non-commercial use and not on behalf of anyone else. You cannot request credit information about any third party using Pillar.
3.3. TransUnion, Experian and Equifax shall use its reasonable efforts to verify the accuracy of the information provided as part of the Credit Score and Report, however, the CRAs cannot guarantee that it is completely accurate. Some of this information comes from other organisations and sources, such as the electoral roll, insurance companies or financial institutions. Neither the CRAs nor any other third parties used to provide this data have any control over the content of such information and are not responsible if it turns out to be inaccurate. If you have concerns about this information, please reach out to CRAs directly.
3.4. You acknowledge and agree that all intellectual property rights in the CRAs Credit Score and Report shall be owned by the CRAs and/or its licensors.
3.5. You acknowledge that the request for a Credit Report shall leave a footprint on your credit file, which is not visible to lenders, but will be visible to you, TransUnion, Experian and Equifax and any other third party you permit to view your full Credit Report. This will occur without you requesting a Credit Report.
3.6. In the event of a query or dispute in connection with your Score and Report, please contact us via our customer support channels within the app. We may refer your query or dispute directly to the CRA.
3.7. You understand that any information provided as part of the Score and Report is provided for guidance and information only. The fact that you have a good credit score does not mean that a lender, credit card company or other provider of financial services products will accept your application, and they have their own acceptance criteria. A credit score does not take into consideration your affordability which is separately assessed by financial services/credit providers.
3.8. You understand that your full Credit Report may not be displayed, relevant information will be displayed for guidance.
4. Pillar Build
4.1. You will have a separate contract direct setting out these terms which comes into effect if and when any request you make for credit with Pillar Build through the App is accepted ("Credit Agreement").
4.2. Pillar will notify you if your request has been successful or not through the App. If you wish to make changes to the request (or to cancel it before it has been accepted and approved), please contact us as soon as possible. You will be able to contact us for these purposes through the communication channels within the Pillar App.
4.3. We may require further information from you in order to approve your request or during the period your subscription subsists. If additional information is required, we will contact you to request the required information. If you do not provide us with the required information within a reasonable period of time we may decline your request.
4.4. Termination by Pillar or you of the Credit Agreement should be managed in accordance with the terms of the Credit Agreement. Similarly, your cancellation rights in respect of Pillar are set out in the Credit Agreement.
4.5. When we provide you with access to the App and services this is on a licence basis for your own personal use but all intellectual property rights remain with us.
5. Contact
5.1. You can reach us via email at help@hellopillar.com or via the in-application messaging service. We will communicate with you via the App and/or via the email address and contact information that you have provided to us. These Terms and correspondence are only available in English.
6. Privacy
6.1. Pillar will process your personal information in accordance with our Privacy Policy.
6.2. You must make sure that all personal information you provide to subscribe for and access any services is true and accurate. Personal information means any information relating to you including, but not limited to, your name, email address, date of birth, address, current employer details, employment details and hours worked, average monthly savings and income and debt obligations, and bank account information. You should promptly notify us of any changes.
6.3. If you believe there is a security or privacy issue regarding your Pillar account, please contact us immediately via email at help@hellopillar.com or via the in-application messaging service.
7. Your obligations
7.1. You must be 18, or over, to use our App or Services and live in the UK.
7.2. You agree that you will:
7.2.1. only use the App and Services for your own personal use (and you can make one back up copy of any materials for such purposes)
7.2.2. not rent, lease, sub-licence, loan, provide or otherwise make available the App or services to any person without our consent;
7.2.3. not use the App or Service for any unlawful activity or in any manner that may cause offence or harm to any person or which may infringe the intellectual property or other rights of us or any third party;
7.2.4. not do anything that may disable, modify or harm our App or Service.
7.3. You are responsible for all activities which happen under your login details so make sure you keep your password and log in details safe and secure. Do not share these details with anyone else.
7.4. We may terminate these Terms with you and your access to the App or any Services if you are in breach of (or we reasonably suspect you to be in breach of) these Terms.
7.5. Termination of these Terms with you for any reason will not affect any liability you have for repayments under the Pillar Build Credit Agreement.
8. Exclusion of Liability & Your Rights
8.1. We are not liable for:
8.1.1. (a) any damage or loss caused to you while using the Subscription Service or any of our other services in breach of these Terms including where you are using services for purposes other than your own personal, non-commercial use;
8.1.2. (b) any loss of data that results from your use of our services;
8.1.3. (c) any loss of income, revenue, business, profits or contracts that result from your use of the services;
8.1.4. (d) any failure, suspension and or termination of access to services in connection with or arising out of an event which is outside our reasonable control (including strikes, lock-outs or other industrial disputes, nuclear accident or acts of God, war or terrorist activity, riot, civil commotion, malicious damage, compliance with any law or government order, rule regulation or direction, accident or breakdown of plant or machinery, fire, flood, storm or default of suppliers and where they are beyond our reasonable control, any other accidents, acts or omissions);
8.1.5. (e) third party products and services which are mentioned or linked via the App (including Pillar Build) or any vouchers for third party products or services and we do not endorse any third party products or services;
8.1.6. (f) any claims brought against you by a third party except as stated in these Terms; and/or
8.1.7. (g) any damage or loss caused to you where such damage or loss: (i) is not reasonably foreseeable to you and us when you use the services; or (ii) is reasonably foreseeable to you and us but is only indirectly related to your use of the services; in both cases including where the damage or loss results from our breach of these Terms.
8.2. We can’t promise that the App and Services will always be available. We may need to make changes or conduct maintenance from time to time.
8.3. Nothing in these Terms will:
8.3.1. (a) restrict your statutory rights as a consumer (including your rights to receive a reasonable standard of service, more details about which can be obtained from your local Trading Standards Office or Citizen’s Advice Bureau); or
8.3.2. (b) limit our liability for death or personal injury resulting from our negligence or our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, or other liability which cannot be excluded or limited under applicable law or applicable FCA rules.
9. Other important terms
9.1. Each of the clauses of these Terms operate separately. If any court or competent authority decides that any of the clauses are unlawful or unenforceable for any reason, the remaining clauses will remain in full force and effect to the fullest extent intended and permitted.
9.2. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations.
10. Complaints & Compensation
10.1. If you are dissatisfied with the App or any Services you can lodge a complaint directly to us in writing using the following details - Email: complaints@hellopillar.com or through our in app messaging service.
10.2. To the extent that any service is subject to regulation by the Financial Conduct Authority if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. Contact details for the Financial Ombudsman are:
10.3. Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567www.financial-ombudsman.org.uk
11. Jurisdiction
11.1. These Terms are available in English only and are governed by and construed in accordance with the laws of England (or the laws of Scotland if you are domiciled there). Disputes arising in connection with these Terms are subject to the exclusive jurisdiction of the courts of England and Wales unless you choose the jurisdiction of your domicile in Scotland or Northern Ireland.