The deal, in plain English.
You pay £9.99 a month to use Neutrily. We carry messages between you and your co-parent through Sam — our automated, staff-supervised messenger — rewriting each one into calm, factual language that keeps every date, time and arrangement intact, and delivering it by WhatsApp or email with delivery and read receipts. Your co-parent pays nothing and never signs up. We keep a faithful, shared record of what was sent and read, because that record protects both of you. There’s a 14-day free trial, you can cancel any time, and you can delete your account from the app. We are not lawyers, therapists, or an emergency service — in an emergency, call 999.
Nothing in these terms takes away the rights the law gives you as a consumer. If anything here ever conflicts with those rights, your legal rights win.
Last updated: 10 August 2026. These terms are written to sit alongside our privacy notice, which explains how we handle your data. Where the two touch the same subject, we’ve kept them consistent; where the privacy notice goes into more detail, we point you to it rather than repeat it. Some wording will be refined with our advisers, and we’ll always tell you plainly when it changes.
Neutrily is a service provided by Neutrily Ltd (company number 16159614), a company registered in England and Wales, with its registered office at 86–90 Paul Street, London EC2A 4NE. In these terms, “Neutrily”, “we”, “us” and “our” mean Neutrily Ltd.
These terms are the agreement between you and us for using Neutrily. By signing up, paying, or using Sam, you’re agreeing to them. If you don’t agree with them, please don’t use the service. We’ve tried to keep them short and plain — if anything here is unclear, email us at help@neutrily.com and we’ll explain it in ordinary words.
What it is. Neutrily is a communication firewall for separated co-parents who find it hard to message each other directly. Instead of messaging each other, both parents message Sam (sam@neutrily.com). Sam reads each message, works out whether it’s meant to be passed on or is just for us, rewrites the ones to be passed on into neutral, factual, respectful language — keeping every date, time and arrangement intact — and delivers them by WhatsApp or email, with delivery and read receipts.
Sam is not a real person. Sam is an automated messenger persona operated by Neutrily’s software and supervised by trained Neutrily staff. It is not an individual personal assistant, and it does not take sides. Sam works for the situation — calm, accurate communication about a child — not for either parent.
What it isn’t. This matters, so we’ll say it plainly. Neutrily is a communication service, and nothing more. We are not:
Neutralisation is best-effort, not a guarantee. Sam rewrites messages using software with human oversight, and it works hard to keep every message calm, faithful and complete. But no automated rewriting is perfect. We don’t promise that every message will be flawlessly neutral, that Sam will always read your intent correctly, or that delivery will be instant. When you can see the original wording alongside a rewrite (a setting you control), you’ll see exactly what Sam did.
We do commit to providing the service with reasonable care and skill — that’s your legal right as a consumer, and Section 11 confirms it.
You must be 18 or over to use Neutrily. By using it, you confirm that you are.
Neutrily is designed for co-parents arranging matters for their children. It is not for children to use, and it is not a channel for contacting a child directly.
You must give us accurate information when you sign up, and keep it up to date — particularly the contact details we use to deliver messages, and the co-parent’s name and contact details, which you provide so Sam can introduce itself. If we reasonably believe you don’t meet these requirements, we may decline to provide, or may stop providing, the service (see Section 10).
Every Neutrily “case” has two people in it, and only one of them has an account:
Because the co-parent doesn’t sign up, Neutrily begins with a careful, human-supervised first contact: Sam introduces itself and explains what’s happening, and the co-parent can opt out at any time simply by telling Sam. Opting out never reveals to the other parent that it was the co-parent who did so. Re-starting the relay after an opt-out needs both parents to agree. (How we handle each parent’s data, and their rights — including the parent who never signed up — is set out in the privacy notice.)
If you’re the co-parent and you’d like the plain-English version written for you, it’s at neutrily.com/you — the same link the first message from Sam contains.
The acceptable-use rules in Section 5 apply to how anyone uses Sam, so that the calm-communication guardrails hold for both parents even though only the primary is a contracting party.
Neutrily exists to reduce conflict. Using it to do the opposite defeats the point, and some uses aren’t allowed at all. When using Sam, you agree not to:
Reducing the heat in a message is what Sam is for — venting, frustration and strong feeling in what you send to Sam are fine and expected. It’s using the service as a weapon against the other parent that isn’t allowed.
If Neutrily is misused, we may review the case and, in serious cases, suspend or close it — with both parents notified evenly, never singling one out (see Section 10). Where a message discloses a criminal offence, Section 7 explains what we may do.
For every message that passes through Sam, we keep the original wording, the rewritten version, the classification, the thread, the timestamps, and the delivery and read receipts. Together, that’s the shared record.
We keep it deliberately, and for your protection. In high-conflict co-parenting, “I never got it” and “you never told me” are among the most damaging disputes — the record turns them from an argument into a look-up, visible to both parents, that neither can rewrite after the event. Read receipts have evidential value: they show what was sent, when it was delivered, and when it was read.
Two things follow from that, and we want you to understand them before you rely on the service:
The privacy notice also explains one honest boundary worth repeating here: when this record talks about deleting or keeping messages, we mean the record held inside Neutrily. Copies of a message that already exist on your phone, your co-parent’s phone, or on WhatsApp’s systems (Meta) are outside our control, and we can’t delete those.
We don’t read your messages in order to police you, and we don’t share your data except with the providers who help us run the service (listed in the privacy notice). Neutrily runs an automated safety check (including a check for threats of violence) with human oversight. There are two situations where we may act on, or share, the content of a message:
When we do either, we share only what is necessary and proportionate, and we keep a record of what we shared and why. This is explained more fully, with the lawful bases, in the privacy notice.
We say all this so you know where you stand, not to monitor you. But please read Section 2 again on this point: Neutrily is not an emergency service. Our safety checks are part of running a calm messaging service, not a real-time guarantee that harm will be spotted and stopped. If someone is in danger, call 999.
Price and trial. Neutrily costs £9.99 a month, following a 14-day free trial. We won’t take any payment before your trial ends, so you have a genuine chance to decide before you pay anything. £9.99 a month is the total price you pay — there are no separate fees added on top. Only the primary pays; the co-parent never pays.
How you’re billed depends on how you signed up:
Your right to change your mind. You have a statutory right, under the Consumer Contracts Regulations 2013, to change your mind within 14 days of entering into the contract. Sam starts relaying during your trial — that is, the service begins within that window, with your consent — but because those first 14 days are a free trial, you pay nothing if you cancel in that time.
Refunds and your remedies. Your statutory rights as a consumer always apply (see Section 11).
If a payment fails. We’ll tell you, and give you a fair chance to fix it. We never hold your messages hostage over a billing hiccup — but a subscription that stays unpaid will eventually pause the service, and we’ll always warn you first.
One thing to note: deleting your account in the app does not automatically cancel your subscription. If you subscribed through Apple, cancel in your Apple subscription settings; if through the web, cancel it from your account settings or contact us. We’ll remind you of this when you delete.
To the service. Neutrily is a live, evolving product, and we’ll keep improving it. We may add, change or remove features to improve the service, keep it secure, or reflect changes in the third parties we rely on. If we ever make a change that materially reduces the core service you’re paying for, we’ll tell you, and you’ll be free to cancel.
To these terms. We may update these terms from time to time — for example, to reflect new features, new legal requirements, or clearer wording. If we make a change that materially affects you, we’ll give you reasonable advance notice (by email or in the app) before it takes effect, and you’ll be free to cancel if you don’t accept it. We may make genuinely non-substantive corrections — such as fixing a typo or formatting — without notice, but these won’t change your rights or obligations. The “last updated” date at the top always tells you when these terms last changed. We’ll never use a change to these terms to take away the statutory rights described in Section 11.
By you. You can stop using Neutrily at any time. To end your subscription, cancel it (Section 8). To remove your account, delete it from within the app — this deletes your login, ends your session, deletes your preferences, and scrubs your live contact details, and it stops the relay for your case, as described in the privacy notice. As explained in Section 6 and the privacy notice, the shared record and your children’s facts remain for the finite six-year retention period, because that record was never yours alone to erase. Remember that deleting your account is not the same as cancelling your subscription — do both if you mean to stop paying.
By us. We may suspend or close a case, or end your access, if:
Where it’s appropriate and safe to, we’ll tell you first and give you a chance to put things right. If we close a case for misuse, we notify both parents evenly — we never reveal one parent’s conduct or choices to the other beyond what fairness and the law require. Closing a case stops the relay; it does not delete the shared record, which is retained as described above. If we stop the service through no fault of yours, and you’ve paid in advance for a period you can no longer use, we’ll refund the unused part.
We want to be straight about this, because your trust is the product.
What we take seriously — genuinely. Reliably carrying a message about your child is the whole job, and we’ve built Neutrily to a real safety bar around it: delivery is driven by confirmed status callbacks, and the pipeline is designed to reduce the risk that messages are silently dropped or let through unfiltered — though, as the honest limit below explains, we cannot absolutely guarantee it. We provide the service with reasonable care and skill, as the law requires, and we mean to.
The honest limit. We can’t absolutely guarantee perfect delivery, instant delivery, constant uptime, or perfectly neutral rewriting — and we won’t pretend we can. Neutrily depends on software and on third parties we don’t control, including WhatsApp/Meta (which carries the messages), Apple (app and payments), Stripe, our messaging and hosting providers, and the internet and phone networks themselves. If one of them is down or delays a message, that can affect delivery in ways outside our hands. So we promise our best effort to a real reliability standard — not a cast-iron guarantee that no messaging product could truthfully make. This is not us saying “we take no responsibility for delivering your messages”: we take that responsibility seriously, and we stand behind our duty to provide the service with reasonable care and skill.
What we don’t limit — and never would. Nothing in these terms limits or excludes our liability for:
What we do limit, reasonably. Subject to the paragraph above, and to the extent the law permits:
Your statutory rights are not affected. These terms sit on top of your rights under the Consumer Rights Act 2015 and other UK consumer law — including that services must be provided with reasonable care and skill, and, where relevant, as described — and they don’t replace or reduce them. If anything here ever conflicted with those rights, your rights win. For free information about your rights, you can contact Citizens Advice (citizensadvice.org.uk).
Governing law. These terms are governed by the law of England and Wales, and disputes can be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you can bring proceedings in your own local courts and rely on the consumer-protection rules that apply where you live — nothing here takes that away.
How to complain. If something’s gone wrong, please tell us first — email complaints@neutrily.com and we’ll do our best to put it right, quickly and fairly. We’d genuinely rather hear from you and fix it than have you feel let down.
Alternative dispute resolution. Neutrily is not currently a member of an alternative dispute resolution (ADR) scheme. If we can’t resolve a complaint between us, you can get free, independent guidance on your options from Citizens Advice (citizensadvice.org.uk). If we join a certified ADR scheme in future, we’ll name it here.
How to reach us:
These terms reflect how Neutrily actually operates today. They are our careful reading of what UK consumer law requires and permits, written to be readable, honest, and fair to a consumer — and we’ll keep them that way as the service grows. Some wording will be refined with our advisers, and we’ll always tell you plainly when it changes.