The short version. Use TruLens to run your food business. Do not use it to break the law, attack the service, spam people, or reach another customer's data. If something goes badly wrong we can suspend an account, but we will always try to talk to you first.
This summary is for orientation. The sections below are the policy.
1. Purpose and scope
1.1 This Acceptable Use Policy sets out what may and may not be done with the TruLens for Food platform. It forms part of our Terms and Conditions and applies to every customer and to every person they authorise to use their account.
1.2 It exists for two reasons: to keep the service safe and available for everyone using it, and to make sure neither of us ends up on the wrong side of the law.
1.3 The examples below are illustrative, not exhaustive. Something can breach this policy without being listed.
2. Your responsibility for your users
2.1 You are responsible for everything done under your account, whether by you, your staff, a manager, a contractor or anyone else you give access to.
2.2 You must make sure the people you authorise know what this policy requires, and you must give each person the lowest level of access that lets them do their job.
2.3 When someone leaves your business or changes role, remove or adjust their access promptly. We cannot see who has left your team, so this one is entirely on you.
3. Data you upload
3.1 You must have the right to put into the platform whatever you put into it, including supplier information, pricing, product data and staff records.
3.2 Where the data includes personal information about your staff, you must have told them how it is used and have a lawful basis for it. Our Data Processing Agreement covers how we handle it once it reaches us.
3.3 Do not upload special category data, meaning health records, ethnicity, religious belief, trade union membership, sexual orientation, genetic or biometric data. The platform is not designed to hold it and we do not expect to process it.
3.4 Do not upload payment card numbers into free text fields, notes or attachments. We are not a card environment and card data has no business being there.
3.5 Do not upload material that infringes anyone's intellectual property, is defamatory, is obscene, or is otherwise unlawful.
4. Prohibited uses
4.1 You must not use the platform to:
- break any law, or help anyone else to;
- produce false or misleading records, including falsifying stock, waste, traceability, temperature or production records for the purpose of deceiving a regulator, an auditor, an insurer or a customer;
- harass, threaten or abuse anybody, including our staff;
- impersonate another business or person, or misrepresent your connection with one;
- store or distribute malicious code; or
- do anything that damages our reputation or that of the service.
4.2 You must not resell the platform, run it as a service for other businesses, or give access to anyone outside your business, unless we have agreed that in writing.
4.3 You must not copy, adapt, translate, decompile or reverse engineer any part of the platform, except to the limited extent the law says you may despite an agreement to the contrary.
4.4 You must not use the platform, or data taken from it, to build a competing product, or to benchmark it for publication without our written agreement.
5. Security and system integrity
5.1 You must not attempt to access any account, database schema, data or part of the system that you have not been given access to.
5.2 You must not probe, scan or test the security of the platform, or attempt to defeat any authentication, rate limiting or isolation control, without our prior written permission.
5.3 You must not interfere with the service or the infrastructure it runs on, including by overloading it, or by any denial of service activity.
5.4 You must not scrape, crawl or bulk extract data by automated means beyond the export and reporting features we provide.
5.5 If you discover a vulnerability, tell us at hello@trulens.co.uk and give us a reasonable chance to fix it before telling anyone else. We will not pursue anyone who reports a genuine issue in good faith and does not exploit it, access other customers' data, or disrupt the service.
6. Accounts and credentials
6.1 Each person must have their own login. Do not share credentials between people or run a shared generic account, because it destroys the audit trail and makes it impossible to tell who did what.
6.2 Keep credentials confidential and use a strong, unique password.
6.3 Tell us promptly if you suspect any unauthorised access to your account.
6.4 Do not attempt to circumvent the usage limits, user counts or feature restrictions of your plan.
7. Fair use of resources
7.1 The platform is provided for normal operational use by a food business. Where a plan is described as unlimited, that means we do not meter it, not that it may be used in ways that degrade the service for others.
7.2 If your usage is materially higher than normal for your plan and affects performance for other customers, we will contact you to discuss a suitable plan or a technical fix. We will not throttle or suspend an account for this reason without talking to you first, unless the service is actively at risk.
7.3 Where we make an application programming interface available, you must stay within any published rate limits and must not use it to replicate the platform's functionality outside it.
8. Messages sent from the platform
8.1 The platform can send emails on your behalf, for example purchase orders to suppliers, invoices to wholesale clients, and alerts to your team.
8.2 You must only send messages to people who expect to hear from you in the course of your business dealings with them. You must not use the platform to send marketing to purchased lists, or to send unsolicited bulk email.
8.3 Contact details you upload must be accurate and lawfully obtained, and you must honour any request to stop contacting someone.
8.4 Sending through the platform is subject to the Privacy and Electronic Communications Regulations and to the terms of our email provider. Misuse damages the sending reputation shared by all our customers, so we treat it seriously.
9. Connected services
9.1 When you connect a delivery marketplace, till system or other third party service, you must be entitled to make that connection and to import the data.
9.2 You must comply with the terms of those third party services. Connecting an account you do not control, or extracting data in a way that breaches their terms, is a breach of this policy as well as theirs.
9.3 Do not share credentials for a connected service with anyone who is not authorised on your account.
10. Automated and AI assisted features
10.1 Some features use automated matching or artificial intelligence to suggest results, for example matching product names between channels or reading uploaded documents.
10.2 These produce suggestions, not decisions. You must review the output before relying on it, particularly where it affects costing, allergen information or anything you report to a third party.
10.3 Do not use these features to process material you have no right to process, and do not attempt to manipulate them into producing output that breaches this policy.
11. What happens if this policy is breached
11.1 Our normal response is to contact you, explain the problem and give you a chance to put it right. Most breaches are accidental and get resolved with a conversation.
11.2 Where a breach is serious, ongoing, or puts the service, our other customers or anyone's personal data at risk, we may suspend access to all or part of the account immediately, remove or disable the offending content, and where necessary end the agreement under our Terms and Conditions.
11.3 Where we suspend without prior notice, we will tell you as soon as we reasonably can, explain why, and set out what needs to happen to restore access.
11.4 We may report activity to law enforcement or a regulator where we are required to, or where we reasonably believe a criminal offence has been committed.
11.5 Suspension for breach of this policy does not entitle you to a refund of fees for the suspended period.
12. Reporting misuse
12.1 If you believe someone is misusing the platform, or you have received an unwanted message sent through it, email hello@trulens.co.uk with as much detail as you can. We investigate every report.
13. Changes to this policy
13.1 We may update this policy as the platform develops or as new forms of misuse appear. The version in force is always the one published here. Where a change materially restricts what you may do, we will give account contacts at least 30 days' notice by email.
TruLens, company number 17011282, 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London W1T 6EB. Version 1.0, effective 9 August 2026. Previous versions are available on request.