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Last updated: 27 September 2026
These terms are an agreement between Orlo Ltd, a company registered in England and Wales (company number 16715372), registered office at 124 City Road, London EC1V 2NX, UK (“Orlo”, “we”, “us”), and the business that creates an Orlo account or signs an Order Form (“you”, the “Customer”).
Orlo is built for businesses — gyms, studios and personal trainers. It is not offered to consumers, and by accepting these terms you confirm you are acting for a business and have authority to bind it.
You accept these terms by creating an account, ticking the acceptance box, signing an Order Form, paying for a Plan or using Orlo. No signature is needed.
2.1 Free until you go live. You can create an account, set up your site, import your timetable and configure Orlo free of charge, with no time limit, until Go-Live.
2.2 When paying starts. Your paid Plan starts at Go-Live, or earlier if you choose to subscribe. Before Go-Live you’ll be asked to choose a Plan and add a valid payment method.
2.3 Inactive free accounts. If a free account has no activity for six months, we may delete it after giving you at least 30 days’ notice by email.
2.4 Plans. The features, limits and prices of each Plan are those shown on our pricing page (or in your Order Form) when you subscribe. Not every feature is included in every Plan, and some features are paid add-ons.
2.5 Order Forms. If you have an Order Form, it forms part of this agreement. If it conflicts with these terms, the Order Form wins, but only for the specific point it covers.
2.6 Existing customers. If you signed an Order Form before the date above, the commercial terms in that Order Form (price, term, discounts) continue to apply until it ends. Everything else is governed by these terms.
3.1 Monthly Plans renew automatically each month. You can cancel at any time from your account or by emailing us; cancellation takes effect at the end of the billing period you’ve already paid for.
3.2 Annual Plans or fixed terms in an Order Form run for the stated term and renew for the same period unless either of us gives at least 30 days’ notice before the end of the current term.
3.3 No refunds for partial periods. Fees already paid are not refundable, except where these terms say otherwise.
4.1 Subscription and service Fees are charged in advance through Stripe, monthly or annually as your Plan states. You must keep a valid payment method on file.
4.2 Taxes. Fees exclude VAT and other taxes. Where the reverse-charge mechanism applies (for example, a UK company supplying a business in Spain or elsewhere in the EU), you are responsible for accounting for VAT in your own country. Please give us your correct tax details.
4.3 Failed payments. If a payment fails, we’ll tell you and try again. If it’s still unpaid 10 days after we notify you, we may suspend the Platform until it’s paid. Suspending your Stripe subscription or removing your card does not cancel your Plan or any fixed-term commitment.
4.4 Late payment. We may charge interest on overdue amounts at 4% a year above the Bank of England base rate, and recover our reasonable costs of collection.
4.5 Disputed amounts. If you think a charge is wrong, tell us in writing within 30 days. We’ll look into it in good faith. You must pay any undisputed part on time.
4.6 Price changes. We may change our prices by giving you at least 30 days’ notice. The new price applies from your next billing period after the notice ends (or, for fixed terms, from your next renewal). If you don’t agree, you can cancel before the change takes effect.
5.1 Stripe. Member payments are processed by Stripe through a connected account. You must accept Stripe’s terms, including the Stripe Connected Account Agreement. Stripe, not Orlo, holds and pays out those funds.
5.2 You are the seller. You are the merchant for all sales to your members. You are responsible for your prices, refunds, cancellations, chargebacks, disputes, and any terms you offer your members.
5.3 Transaction fees. Stripe’s processing fees apply to each member payment. We may also charge a platform fee per transaction, as shown on our pricing page. These are deducted from the payment before payout.
5.4 Holds and reserves. Stripe may delay, hold or refuse payouts under its own rules. We are not responsible for Stripe’s decisions but will help where we reasonably can.
6.1 Accounts. You are responsible for everyone you give access to (owners, staff, trainers) and for keeping logins secure. Tell us promptly at steve@orlo.es if you suspect unauthorised access.
6.2 Acceptable use. You must not, and must not let anyone else:
6.3 Your members’ use. Your members use Orlo’s member-facing features under your relationship with them. You are responsible for telling them how you use their data and for the terms you offer them.
7.1 What we do. Depending on your Plan, we may build, rebuild or redesign your website on Orlo, including migrating content from your existing site.
7.2 Your content, your responsibility. You confirm that you have the right to use all content you give us or ask us to use (including photos, logos, text, reviews and videos), and that it is accurate and lawful.
7.3 Approval. We’ll share your website before it goes live. Going live with it counts as your approval.
7.4 Domains. Your domain name stays yours. You are responsible for renewing it and for any DNS changes we ask you to make.
7.5 Search engines. We include tools and checks to help your search performance, but we cannot guarantee any ranking, traffic or number of leads. Search engines are run by third parties and change often.
7.6 If you leave. You can take Your Content with you (see section 13.3). Orlo’s templates, design system, code and hosting remain ours and cannot be exported.
This section applies if your Plan or an add-on includes Google Ads management.
8.1 Your account, your budget. Campaigns run in a Google Ads account in your name. You pay Google directly for all ad spend. Ad spend is separate from, and in addition to, Orlo’s Fees.
8.2 Access. You give us access to your Google Ads account so we can create, run and optimise campaigns. You can remove our access at any time; if you do, we stop managing your campaigns.
8.3 Approval. We (or our tools) will propose campaigns, ad copy and budgets, and won’t launch a new campaign without your approval. Once a campaign is approved, we may adjust bids, keywords and targeting within the approved budget without asking each time.
8.4 Your claims. You are responsible for the accuracy of what your ads say about your business, including prices, offers, qualifications and any health or results claims.
8.5 No guaranteed results. Advertising results depend on many things outside our control. We don’t guarantee leads, sign-ups, cost per click or return on spend.
8.6 Google’s rules. Your campaigns must follow Google’s advertising policies. If Google disapproves ads or suspends your account, we’ll help where we can but are not responsible for Google’s decisions.
8.7 Management fee. Any management fee is set out on our pricing page or in your Order Form, and may be a fixed amount, a percentage of ad spend, or both.
9.1 What they do. Orlo includes AI features, such as an assistant that answers questions about your business, suggests actions and drafts content; AI-assisted set-up from your existing website or timetable; and automatic reading of marketplace booking emails to create bookings.
9.2 Check the output. AI can get things wrong. You are responsible for reviewing AI suggestions and content before relying on them or publishing them. Where we say a feature will ask for your approval before acting, it will.
9.3 Providers. AI features use third-party AI providers, listed in our Privacy Policy. We only use providers whose terms do not allow them to train their models on data we send them.
10.1 Orlo lets you send emails, WhatsApp messages and other communications to your members and leads.
10.2 You are responsible for having a lawful basis and any consent required to send those messages, including under the GDPR, UK GDPR and Spain’s LSSI-CE, and for honouring opt-outs promptly.
10.3 We may suspend messaging if we reasonably believe it is being used to send spam or unlawful messages, or if it risks our sending reputation with email or messaging providers.
11.1 Orlo connects with third-party services such as Stripe, Google (Analytics, Search Console, Business Profile, Ads), Wellhub, Urban Sports Club and GoHighLevel. Your use of those services is governed by their own terms.
11.2 We aren’t responsible for third-party services, and if a provider changes or withdraws its service, we may need to change or remove the related integration. We’ll give you as much notice as we reasonably can.
12.1 Ours. Orlo owns the Platform, its software, designs, templates, documentation and any improvements to them. You get a non-exclusive, non-transferable right to use the Platform during your subscription, under these terms.
12.2 Yours. You keep ownership of Your Content and Member Data. You give us a non-exclusive licence to host, copy, adapt, display and process them as needed to provide the Platform to you.
12.3 Feedback. If you give us ideas or feedback, we can use them freely without paying you.
12.4 Your name and logo. We may name you and show your logo as an Orlo customer on our website and in sales materials. Tell us if you’d rather we didn’t, and we’ll stop. Anything beyond that (such as case studies or testimonials) needs your agreement.
13.1 Roles. For Member Data, you are the controller and Orlo is your processor. The Data Processing Terms in Schedule 1 apply and form part of this agreement.
13.2 Orlo as controller. We are a controller for (a) data about you and your staff needed to run your account, bill you and support you, and (b) aggregated, anonymised data about how the Platform is used. We may use anonymised data that does not identify you or any individual to improve Orlo and to publish industry benchmarks and reports. Our Privacy Policy explains how we handle this data.
13.3 Getting your data out. For 30 days after your subscription ends, you can export your Member Data and Your Content, or ask us to provide it in a common format. After that we will delete it, unless the law requires us to keep it.
Each of us will keep the other’s non-public business information confidential and use it only for this agreement. This doesn’t apply to information that is already public, already known to the recipient, independently developed, or that must be disclosed by law. We may share your information with our staff, contractors and sub-processors who need it to provide the Platform, under similar obligations.
15.1 We aim to keep Orlo available at all times but can’t promise it will be uninterrupted or error-free. We may carry out maintenance, and we’ll try to do planned work at quiet times.
15.2 Support is provided by email and WhatsApp during Spanish business hours. Response times are not guaranteed unless an Order Form says otherwise.
15.3 We may improve and change the Platform over time. We won’t remove a core feature of your Plan without at least 30 days’ notice; if that change materially reduces what you get, you may cancel and receive a pro-rata refund of any prepaid Fees.
16.1 Ours. We will provide the Platform with reasonable skill and care, and it will work substantially as described in our published materials. If it doesn’t, tell us and we’ll use reasonable efforts to fix it. If we can’t fix it within a reasonable time, you may cancel and receive a pro-rata refund of any prepaid Fees.
16.2 Yours. You confirm that you have the rights and permissions to use Your Content and Member Data in the way these terms describe, and that you’ll use Orlo lawfully.
16.3 Nothing else. Except as set out in these terms, and to the extent the law allows, we give no other warranties, whether express or implied.
17.1 What we never exclude. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot legally be limited.
17.2 Indirect losses. Neither of us is liable for loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.
17.3 Cap. Our total liability to you under or in connection with this agreement in any 12-month period is limited to the Fees you paid us in the 12 months before the event giving rise to the claim. Ad spend paid to Google and member payments processed by Stripe do not count as Fees.
17.4 Your indemnity. You will compensate us for losses and reasonable costs arising from third-party claims caused by Your Content, your ads, your messages to members, or your breach of data protection or marketing law.
18.1 Either of us may end this agreement immediately by written notice if the other:
18.2 We may suspend or end your access immediately if you seriously break section 6 (acceptable use) or section 10 (messaging), or if your use puts the Platform, other customers or anyone’s personal data at risk.
18.3 When the agreement ends, any Fees already due remain payable, section 13.3 applies to your data, and any sections which by their nature should continue (including 4, 12, 13, 14, 17 and 20) remain in force.
We may update these terms from time to time. For material changes, we’ll give you at least 30 days’ notice by email or in the Platform. If you don’t agree, you can cancel before the change takes effect. Continuing to use Orlo after that date means you accept the new terms. Prices and terms agreed in a signed Order Form won’t change until it ends unless we both agree in writing.
20.1 Notices. Notices must be in writing. Email is fine: to us at steve@orlo.es, and to you at the email address on your account or Order Form. An email is treated as received when sent, or at 9am on the next business day if sent outside business hours.
20.2 Assignment. You may not transfer this agreement without our consent (which we won’t unreasonably refuse). We may transfer it to a group company or to a buyer of our business, and will let you know if we do.
20.3 Subcontractors. We may use subcontractors, but remain responsible for our obligations.
20.4 Events outside our control. Neither of us is liable for delays or failures caused by events beyond our reasonable control, such as major outages at hosting or internet providers, natural disasters or government action. This doesn’t suspend your obligation to pay Fees that are already due.
20.5 Relationship. Nothing in this agreement creates a partnership, joint venture or agency.
20.6 No third-party rights. Nobody other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
20.7 Severability and waiver. If any part of these terms is found unenforceable, the rest still applies. Not enforcing a right straight away doesn’t mean we’ve given it up.
20.8 Entire agreement. These terms, any Order Form and the documents they refer to are the whole agreement between us about Orlo.
20.9 Language. These terms are available in English and Spanish. If there is a difference between the versions, the English version applies.
20.10 Law and courts. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
These terms apply where Orlo processes Member Data on your behalf. They satisfy Article 28 of the GDPR and UK GDPR.
1. Details of processing
2. Orlo will:
3. You will make sure you have a lawful basis for all Member Data you put into Orlo, give your members the information the law requires (including that you use Orlo to process their data), and only give us lawful instructions.