Terms of Service

Pavilion is operated by Sanctuary Stories Ltd, a company registered in England and Wales (company number 16230261) with its registered office at 20 Wenlock Road, London, England, N1 7GU. You can contact us at hello@pavilion.place, or support@pavilion.place for help with your account.

Pavilion is a private online home for a building or renovation project: a place for the people involved to keep photographs, documents, floorplans, decisions, and costs together. We provide the service with reasonable skill and care.

Pavilion is a record-keeping and collaboration tool. It does not provide architectural, construction, financial, or legal advice, and it does not replace the professionals working on your project.

Pavilion works in any modern web browser on a phone, tablet, or computer, with an internet connection; no software needs installing. Your content carries no digital locks or copy protection, and you can request a complete copy of it at any time (section 10).

You need an account to use Pavilion, created with an email address and password or by signing in with Google. Keep your sign-in details secure and let us know if you believe your account has been compromised. You must give accurate information and keep it up to date.

You must be at least 18 to purchase a plan. Younger members of a household may be invited to a project by an adult member, and participate under that adult’s supervision.

You can delete your account at any time from your account settings. Deletion is immediate and cannot be undone. Anything you contributed to projects remains part of those projects, attributed to “Former member”.

Each purchase creates a one-time project code. The code is the entitlement to create one project on the plan purchased: you can redeem it yourself or pass it to the person who will run the project. A code can be redeemed once.

Prices are in pounds sterling, per project, per year — Canvas £550 and Pavilion Pro £750, as shown on the pricing page and at checkout. The price shown is the total amount payable; nothing is added to it. Payment is handled by Stripe; your card details are collected by Stripe on its own pages and never reach our systems.

Your project code is provided immediately after payment — on the confirmation page and by email — and your project can be created straight away.

Plans are annual subscriptions and renew automatically each year until cancelled. You can cancel, or switch between Canvas and Pro, at any time from Settings inside your project.

If you cancel, your project remains fully available until the end of the period you have paid for. After that it is suspended: nothing is deleted, and its contents are preserved and restored if you resubscribe — contact us and we will reconnect it.

If you are not happy with your purchase for any reason, tell us within 14 days of buying and we will refund it in full. This guarantee applies to every purchase — personal or professional.

If you buy as a consumer, you also have a statutory right under the Consumer Contracts Regulations 2013 to cancel the contract within 14 days without giving a reason. Because your project code is supplied immediately (section 4), you agree that the service begins during that period; our guarantee above means we refund in full within the 14 days regardless, so you are never worse off than your statutory position. Refunds are made to the payment method you used, without undue delay.

To cancel, email hello@pavilion.place or support@pavilion.place. You may, but do not have to, use this form:

To Sanctuary Stories Ltd, 20 Wenlock Road, London, N1 7GU (hello@pavilion.place): I hereby give notice that I cancel my contract for the supply of the following service: Pavilion [plan], ordered on [date]. Name:  —  Address:  —  Signature (only if on paper):  —  Date:  —

Everything you and your fellow members put into a project — photographs, documents, notes, decisions — belongs to you and them, not to us. You give us permission to host, store, back up, display, and process that content only as needed to provide the service.

You are responsible for what you upload: you must have the right to share it, and it must not be unlawful. We do not monitor project content, but we may remove content or suspend access if we are made aware it is unlawful or breaches these terms.

You agree not to misuse Pavilion. In particular, you must not attempt to access other people’s projects, probe or circumvent our security, upload malicious software, use the service to store or share unlawful material, or resell the service without our written agreement.

Pavilion includes assistive AI features: a concierge that answers questions about your project and files things for you, and a Design Wizard that generates images. AI output can be inaccurate or incomplete — check anything important before relying on it. AI features can be switched off per project in Settings by the project’s creator.

Every project is backed up weekly to separate, off-site storage, with a monthly longer-term copy. If you delete a project, its backups are erased within 45 days. You can request a complete copy of your project’s data at any time from support@pavilion.place, and we will provide it in a machine-readable format.

How we collect, use, protect, and delete personal information — including where it is hosted, how long we keep it, and your rights over it — is set out in our Privacy Policy at pavilion.place/privacy, which forms part of the picture of how we provide the service. Where a professional practice provisions Pavilion for its client, a data-processing agreement is available on request.

We may suspend or close an account or project for serious or repeated breach of these terms, for non-payment, or where the law requires it. Where reasonable, we will warn you first and give you the chance to put things right. Suspension preserves your data; it does not delete it.

You can end the agreement at any time by cancelling your subscription and, if you wish, deleting your project and account.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded under the law of England and Wales.

If you use Pavilion as a consumer: we are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable skill and care. We are not responsible for loss that was not foreseeable, or for business losses.

If you use Pavilion in the course of business: our total liability arising out of or in connection with the service is limited to the fees you paid us in the twelve months before the event giving rise to the claim, and we are not liable for indirect or consequential loss, loss of profit, or loss of business.

We improve Pavilion continuously, and may change or withdraw features provided the service as a whole remains materially as described. If we make a material change to these terms, we will give you reasonable notice by email or in the product before it takes effect. If you do not accept a change, you may cancel and, within 14 days of the change taking effect, ask us to refund the unused portion of your subscription.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction — though if you live elsewhere in the UK, you may also bring proceedings in your local courts, and nothing in this clause removes protections you have under local consumer law. If any part of these terms is found unenforceable, the rest remains in force. We may transfer this agreement as part of a reorganisation or sale of our business; your rights will not be reduced if we do.

If something has gone wrong, email hello@pavilion.place with “Complaint” in the subject line. We will acknowledge your complaint within two working days and aim to resolve it within fourteen. We are not a member of an alternative dispute resolution scheme.

Questions about these terms: hello@pavilion.place. Help with your account or project: support@pavilion.place.