Terms of service

These terms apply to the Klarvo Access service at klarvoaccess.com and app.klarvoaccess.com, the Klarvo Access WordPress plugin, and the professional audit. By using any of them you accept these terms. If something here is unclear or seems wrong, tell us — we would rather correct it than defend it.

1. What the service is

Klarvo Access detects accessibility failures in a website's rendered HTML using three independent accessibility engines and six custom measurement probes, generates fixes for a defined set of failure families, applies those fixes server-side through the Klarvo Access WordPress plugin, independently re-validates each applied fix by re-fetching the live page, records what happened, and re-scans on a schedule according to your plan.

The free tier provides detection and findings only. Paid plans additionally apply fixes, maintain a review queue, serve an accessibility statement and monitor for regressions.

2. What the service does not promise

This section matters more than any other, so it is stated bluntly.

• Automated tiers do not establish conformance. A finding, an applied fix and a re-validation are evidence of work done. They are not a declaration that your store conforms to WCAG, EN 301 549, the ADA, the European Accessibility Act or any other standard or law.
• No legal outcome is promised. We do not promise that you will not receive a complaint, a demand letter or a claim, and no supplier can honestly promise that. We do not provide legal advice.
• Automated detection is partial. Many WCAG success criteria cannot be evaluated by software at all. We publish which ones, per criterion, and the honest answer for those is a human audit.
• Nothing is permanent. A store changes; conformance drifts. Monitoring exists because of that, and it reduces the risk rather than removing it.

3. The professional audit is different

The professional audit is a human service. A qualified auditor assesses a defined scope, remediation is carried out, the scope is re-tested, and a conformance statement is issued naming the standard, the scope and the date, together with an accessibility conformance report (VPAT/ACR). That statement is a professional opinion about the audited scope at the audit date. It does not extend to pages outside the scope, or to the store after it changes.

Where an in-scope item is found to have been missed, we will remediate it at no further charge. That is the extent of the commitment, and it is a commitment about our work rather than about your legal position.

4. Your account and your responsibilities

• You must be entitled to authorise scanning and modification of the stores you connect.
• You are responsible for keeping your account credentials and your per-site plugin key confidential, and for what happens under your account.
• You are responsible for your store's content. Where we generate text — alternative text, labels — you can review, edit or reject it, and anything the system is not confident about is routed to you rather than applied.
• You must not use the service to scan sites you have no right to scan, to attempt to overload it, or to circumvent its rate limits. The public free scan is rate-limited per address and per target.

5. What the plugin does to your site

The plugin applies fixes to the HTML at output time, from a store it keeps in your database. It does not rewrite your theme files, your posts or your product data. Deactivating the plugin removes the applied changes and your markup returns to what it was; uninstalling it removes its table and its options.

The plugin requires the Klarvo Access service to function, and it discloses what it sends and when in its readme. It applies a change only when the resulting markup passes an integrity check; if it does not, the change is abandoned rather than emitted.

6. Billing, renewal and cancellation

• Plans are billed monthly or annually in advance in euro, through Stripe. Annual billing is charged at ten months for twelve.
• Plans renew automatically until cancelled. You can cancel at any time from the billing portal.
• Cancellation takes effect at the end of the paid period. We do not pro-rate part-months, and we do not charge an exit fee.
• The professional audit is €1,950 one-time; recertification is €990 a year, billed annually. Audit work that has begun is not refundable, because the work has been done.
• Prices exclude any VAT or sales tax due, which is applied at checkout where applicable.
• If we change a plan's price, existing subscribers keep the price they signed up on unless they change plan.

7. Availability

We aim for the service to be available and correct, and we monitor it. We do not offer a contractual uptime guarantee at these prices, and we will not pretend otherwise. Scanning capacity is finite and is fairly shared; the free tier is subject to daily limits so that paid work is not affected.

If a fix cannot be verified in your served page, the service records it as unresolved or as pending your cache rather than reporting success. That behaviour is deliberate and is not a defect.

8. Your data and ours

You keep all rights in your site content and your data. We keep all rights in the service, the engine, the plugin code and our documentation. Applied fixes and the conformance records they produce are yours: you can export them, and they survive cancellation for as long as we hold them.

How we handle personal data is set out in the privacy policy, which forms part of these terms.

9. Liability

Nothing in these terms limits liability where it cannot lawfully be limited — including for death or personal injury caused by negligence, or for fraud. Subject to that, our total liability arising from the service is limited to the fees you paid us in the twelve months before the claim, and we are not liable for lost profits, lost revenue or indirect loss.

In particular, we are not liable for the outcome of any accessibility complaint, enforcement action or claim brought against you. Nothing we sell is a substitute for your own judgement about your legal obligations.

10. Suspension and termination

We may suspend or terminate an account that is being used to scan sites without authorisation, to attack the service, or in breach of these terms. Where the breach is fixable we will say what needs fixing first. You can terminate at any time by cancelling and disconnecting your stores.

11. Changes to these terms

We will update these terms as the service changes, and the date at the top will change with them. For a change that materially reduces what you get, we will tell existing customers by email before it takes effect.

12. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction. If you are a consumer, this does not affect rights you have under the law of your own country of residence.

13. Contact

hello@klarvoaccess.com. Klarvo Access is a product of Klarvo. Questions about this document get a real answer from someone who works on the service.