Terms and Conditions

1. Acceptance of these Terms

These Terms apply to every visitor, registered user, and paying subscriber of the Service. By accessing or using TraceHero in any way you accept these Terms in full, together with our Privacy Policy, which is incorporated here by reference.

If you do not agree with any part of these Terms, you must not use the Service. If you are entering into these Terms on behalf of an organisation, you confirm that you have the authority to bind that organisation, and references to "you" include that organisation.

2. Definitions

"Service" means the TraceHero website, applications, and location features. "You" or "User" means the person or entity using the Service. "Recipient" means the holder of the mobile phone number that is the subject of a locate request. "Locate request" means an SMS-based request asking a Recipient to share their approximate position. "Subscription" means the recurring paid plan described in these Terms.

Headings are included for convenience only and do not affect the interpretation of these Terms.

3. The Service

TraceHero lets you request the approximate location of a mobile phone by sending its Recipient an SMS. A location is only ever returned after the Recipient receives that message and gives explicit consent to share their position. Where a Recipient declines or does not respond, no location is provided.

The Service is consent-based by design. It is not, and must never be used as, a covert or surveillance tool. TraceHero does not enable tracking of any person without their knowledge and agreement, and any attempt to use it that way is a serious breach of these Terms.

4. Eligibility

You must be at least 18 years of age, or the age of legal majority in your jurisdiction if that is higher, to create an account or purchase a Subscription. By using the Service you represent and warrant that you meet this requirement.

The Service is intended for personal, lawful use by individuals with a legitimate reason to locate a consenting Recipient. You may not use the Service if you are barred from doing so under any applicable law.

5. Accounts and security

To use certain features you must provide accurate account information, including a valid email address, and keep it up to date. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

You must notify us promptly at support@tracehero.com if you suspect any unauthorised access to or use of your account. We are not liable for losses arising from your failure to keep your credentials secure.

6. Consent requirement and your responsibilities

Consent is the foundation of the Service. Before sending any locate request you must have a lawful basis to contact the Recipient and a genuine, good-faith expectation that they will consent to share their location. The Recipient's freely given consent, obtained through the SMS they receive, is required before any position is returned.

You must not use the Service to stalk, harass, intimidate, monitor, or track any person without their knowledge and agreement, and you must not use it in connection with domestic abuse, fraud, or any other unlawful purpose. You are solely responsible for ensuring that each locate request complies with all laws that apply to you and the Recipient, including data-protection and privacy laws.

You agree that you are the person responsible for every request made through your account, and you will indemnify us in accordance with these Terms for any misuse.

7. Acceptable use and prohibited conduct

You agree to use the Service only for its intended, lawful purpose. Without limitation, you must not: use the Service to locate a person who has not consented; impersonate another person or misrepresent your identity when sending a locate request; use the Service to harass, threaten, defraud, or harm anyone; or use it in any way that violates applicable law or the rights of others.

You must not attempt to interfere with, disrupt, reverse-engineer, or gain unauthorised access to the Service or its underlying systems, introduce malicious code, scrape or harvest data, or resell or commercially exploit the Service without our written permission.

We may investigate suspected breaches and cooperate with law-enforcement authorities where required, and we may suspend or terminate any account that we reasonably believe is engaging in prohibited conduct.

8. Trial and auto-renewing subscription

New customers may start with a 24-hour trial for EUR 1.25, which unlocks full access to the Service for the trial period. Unless you cancel before the trial ends, your plan automatically renews into a recurring Subscription at EUR 39.95 per month, charged to your payment method until you cancel.

Each renewal is charged in advance for the upcoming month. Your billing statement will show the descriptor TRACEHERO.COM. By starting the trial you authorise TraceHero and its payment processor to charge the trial fee and, unless cancelled, the recurring monthly fee to your chosen payment method.

9. Price changes

We may change the price of the Subscription from time to time. Where we do, we will give you reasonable advance notice by email to the address on your account, and any new price will apply to renewals that occur after the notice period.

If you do not agree to a price change, you may cancel your Subscription before the new price takes effect. Continuing to use the Service after a price change has taken effect constitutes acceptance of the new price.

10. Cancellation

You can cancel your Subscription at any time, and the process is self-serve. Visit the Cancel Subscription page at /cancel-subscription and enter the email address associated with your account. Cancelling immediately turns off auto-renewal so that you are not charged again.

When you cancel, you keep access to the Service until the end of the billing period you have already paid for; no further charges are made after that. If you need help cancelling, contact support@tracehero.com and we will assist you.

11. Refunds

We offer a 30-day money-back guarantee. If you are not satisfied with the Service, contact support@tracehero.com within 30 days of your charge, using the email address you used at checkout, and we will arrange a refund of the eligible amount.

Refund requests are reviewed promptly, and we aim to reply within 24 hours. This guarantee is in addition to, and does not limit, any statutory refund or withdrawal rights you may have under consumer law in your jurisdiction.

12. Payment processing

Payments are handled by a PCI-DSS-compliant third-party payment processor. Your card details are collected and processed securely by that provider; we do not receive or store your full card number.

You are responsible for ensuring that the payment details you provide are valid and that you are authorised to use the payment method. If a charge is declined or reversed, we may suspend your access until payment is resolved.

13. Availability and accuracy

The Service is provided on an "as available" basis. A successful locate depends on factors outside our control, including whether the Recipient's phone is switched on, has network coverage, and whether the Recipient consents to share their position.

Where a location is returned, it represents an approximate position and may be affected by network conditions, device settings, and other technical factors. We do not guarantee that any particular request will succeed or that a returned position will be precise, complete, or continuously available.

14. Disclaimer of warranties

To the fullest extent permitted by law, the Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including any implied warranties of merchantability, fitness for a particular purpose, accuracy, or non-infringement.

TraceHero does not warrant that the Service will be uninterrupted, error-free, secure, or free from harmful components, or that any defects will be corrected. Some jurisdictions do not allow the exclusion of certain warranties, so some of these exclusions may not apply to you.

15. Limitation of liability

To the fullest extent permitted by law, TraceHero, its officers, employees, and suppliers will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, data, goodwill, or opportunity, arising out of or relating to your use of, or inability to use, the Service.

To the extent liability cannot be excluded, our total aggregate liability arising out of or relating to the Service is limited to the amount you paid to us in the twelve months preceding the event giving rise to the claim. Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence or for fraud.

16. Indemnification

You agree to indemnify, defend, and hold harmless TraceHero and its officers, employees, and agents from and against any claims, liabilities, damages, losses, and expenses, including reasonable legal fees, arising out of or connected with your use of the Service, your locate requests, your breach of these Terms, or your violation of any law or the rights of any third party, including any Recipient.

17. Governing law and disputes

These Terms are governed by the laws applicable at our place of establishment, without regard to conflict-of-law principles, and the courts there will have jurisdiction over any dispute, unless mandatory law in your country of residence provides otherwise.

Nothing in these Terms removes or reduces any mandatory statutory rights you have as a consumer under the laws of the European Union, an EU member state, or the United States and its states. Where a mandatory consumer-protection law conflicts with these Terms, that law prevails to the extent of the conflict. We encourage you to contact us first so we can try to resolve any concern informally.

18. Changes to these Terms

We may update these Terms from time to time to reflect changes in the Service, the law, or our practices. When we make material changes, we will update the "last updated" date above and, where appropriate, notify you by email.

Your continued use of the Service after updated Terms take effect constitutes your acceptance of the changes. If you do not agree to the updated Terms, you should stop using the Service and may cancel your Subscription.

19. Termination

We may suspend or terminate your access to the Service, in whole or in part, at any time if you breach these Terms, if we are required to do so by law, or if we reasonably believe the Service is being misused. Where practical and lawful, we will give you notice.

You may stop using the Service and terminate your account at any time by cancelling your Subscription. Provisions that by their nature should survive termination, including those on prohibited conduct, disclaimers, limitation of liability, indemnification, and governing law, will continue to apply.

20. Contact us

If you have any questions about these Terms or the Service, please contact our support team at support@tracehero.com. We are happy to help and aim to respond within 24 hours.