Chest App Terms & Conditions

August 2026

Welcome!

Hello, we’re Chest.

Chest Group Limited is a limited company registered in England (company number 15923634) with registered address at 124 City Road, London, United Kingdom, EC1V 2NX, United Kingdom (“we”, “us” and “our”).

You may access digital services through our platform, which includes our mobile application (the “Chest App”), including the following which are referred to as our “Services”:

create a personal profile in the Chest App and begin an application to open a Self-Invested Personal Pension (“SIPP”) operated and administered by our partner, an authorised pension provider;
once your application is accepted by the pension provider, view and manage information about your Chest Pension, including contributions, transfers and transactions;
earn and receive cashback and other rewards paid directly into your Chest Pension; and
use additional features such as Saving Rules (defined in Part 3 below), the Chest Score (defined in Part 4 below) and other educational or engagement tools we may offer from time to time.

Our Services do not include the operation or administration of your Chest Pension itself, which is the responsibility of the Pension Provider (defined in Part 2 below), nor do they include investment advice or other financial advice.

Our regulatory status

We are an Appointed Representative of RiskSave Technologies Ltd (our “Principal”), which is authorised and regulated by the FCA (firm reference number 775330). Our Principal takes responsibility for the regulated activities we undertake. You can confirm our current regulatory status by searching for us (or any of our Third Party Providers) on the FCA Register at www.fca.org.uk/register.

We are not directly authorised by the Financial Conduct Authority (“FCA”) and have partnered up with third party financial institutions and providers (each a “Third Party Provider”) to provide you with our Services (as detailed in the relevant Parts below) in accordance with the law.

Please note that our relationship with our Principal is a regulatory arrangement that allows us to provide certain services to you in connection with your Chest Pension. For example, as an appointed representative of the Principal, we are authorised to provide access to your Chest Pension, including enabling you to view your Chest Pension and to give instructions such as buying or selling investments within it. This is an independent regulatory arrangement (see details in Part 2 below).

How to contact us

If you’d like to get in touch with us about our Services, please contact us at support@joinchest.com or via the chat function on the Chest App.

How we’ll contact you

We may contact you through the Chest App, by email, or any other method you’ve agreed to. We’ll communicate with you in the English language.

Our terms with you

These Platform Terms and Conditions (the “Terms”) are split into the following parts:

Part 1: Your Chest App Account
Part 2: Your Chest Pension (with the Pension Provider)
Part 3: Contributing to your Chest Pension
Part 4: Chest Score, Chest Rewards and Cashback
Part 5: General Terms and Conditions

We recommend reading these carefully to familiarise yourself with our Terms and understand how our Services work.

Where you have opened a Chest Pension via the Chest App, please be sure to also read your agreement with the relevant Third Party Provider carefully, which is separate to these terms and conditions, and in addition to these Terms. You can find more information about this and our relationship with any relevant Third Party Provider in Part 2, 3 and 4 of these Terms.

Part 1: Your Chest App Account

1. Opening up your Chest App Account

1.1 When you register on the Chest App, a personal profile is created in your name containing your contact, identification and financial information (“Chest App Account”). The Chest App Account exists prior to the formal establishment of your Chest Pension and allows you to complete onboarding checks, provide required documentation, and review pre-contractual disclosures from the Pension Provider.

1.2 Until your Chest Pension is formally approved and activated by the Pension Provider, your Chest App Account will remain in a pre-activation status. During this time:

(a) you will not be able to make or receive contributions or transfers;

(b) any indicative valuations, projections or investment options shown are for information only; and

1.3 Once your application is accepted and your Chest Pension is established by the Pension Provider, your Chest App Account status will change to active. At this point:

(a) Contributions (defined in Part 3 below), transfers, and investments can be initiated and managed through the Chest App (subject to the Pension Provider’s rules);

(b) information available in your Chest App Account will be based on data supplied by the Pension Provider; and

(c) you agree that all instructions or requests transmitted through the Chest App are subject to acceptance by the Pension Provider and any applicable regulatory or operational requirements.

1.4 We may retain your personal information in accordance with our Privacy Policy at https://www.joinchest.com/privacy-policy and applicable record-keeping obligations.

2. Closing your Chest App Account

2.1 Because your Chest Pension is operated through, and managed via, the Chest App, you cannot close your Chest App Account without also dealing with your Chest Pension.

2.2 If you are still within the 30-day cancellation period for your Chest Pension (see details in Part 2 below), you may cancel it and close your Chest App Account at the same time. We will explain how to do this when you contact us.

2.3 If the 30-day cancellation period has passed, your Chest Pension cannot be closed in the usual sense. Instead, you will need to transfer your Chest Pension to another provider before we can close your Chest App Account. We will help you with the transfer process if you choose to do this.

2.4 Until your Chest Pension is cancelled or transferred away, your Chest App Account must remain open, as this is the only way you can view, manage and maintain your Chest Pension.

2.5 The Pension Provider does not provide customer-facing services. All questions, instructions and updates about your Chest Pension should be made through us via the Chest App.

Part 2: Your Chest Pension (with the Pension Provider)

3. Opening your Chest Pension via the Chest App

3.1 To be eligible to open a Chest Pension via the Chest App, you must:

(a) be at least 18 years old;

(b) be a resident in the United Kingdom;

(d) have a National Insurance Number; and

(e) not currently have another active Chest Pension in place via the Chest App.

3.2 You can apply for a Chest Pension through the Chest App. Important information about your Chest Pension:

(a) your Chest Pension is provided and administered by Quai Investment Services Limited (the “Pension Provider”); and

(b) Quai Trustees Limited is the pension trustee.

3.3 The Pension Provider is responsible for operating your Chest Pension in accordance with regulatory and legislative requirements. However, we will be your point of contact for all communications about your Chest Pension.

3.4 Before you open a Chest Pension or ask us to provide our Services, we will give you the current Pension Provider product documentation, including terms and conditions, key features documentation, and declarations, for the Chest Pension (“Product Documentation”), which you should read carefully and keep for your records. You must accept the Product Documentation for the Chest Pension during your onboarding.

3.5 If there is any inconsistency between these Terms and the Product Documentation, the Product Documentation will take priority for anything relating to your Chest Pension.

4. We will carry out identification and customer due diligence checks

4.1 Before you can open a Chest Pension, you must pass our customer risk assessment. This is part of customer due diligence (“CDD”) checks (both for us and on behalf of our Third Party Providers) we are required to carry out for anti-money laundering and financial crime purposes. The assessment includes verifying your identity and address (using your name, date of birth and address), Politically Exposed Person (PEP) screening and sanctions screening. We may share CDD information and documents with the Pension Provider and other Third Party Providers for these purposes.

4.2 If your identity cannot be verified electronically, we may ask you to complete additional checks through our Third Party Provider, such as uploading identity documents and completing a likeness check.

4.3 In some circumstances, we may need additional information or documents from you before a Chest Pension can be opened. If the assessment identifies issues that prevent us from meeting our or the Pension Provider’s legal or regulatory obligations, we may not be able to open a Chest Pension for you.

4.4 You must pass all required CDD checks before a Chest Pension can be opened or used. The Pension Provider may also carry out its own checks and may decline to open or operate a SIPP if required by law or regulation.

4.5 You agree to provide complete, accurate and up-to-date information, and to tell us promptly if any of your details change.

5. Fees and charges applicable to your Chest Pension

5.1 Your Chest Pension is subject to fees and charges for operating and administering your pension. These may include account fees, drawdown fees, transfer fees or other pension-related charges (“Fees”). Full details of the Fees are set out at www.joinchest.com/fees (“Fees Schedule”).

5.2 If you make Contributions (defined in Part 3 below) into your Chest Pension via the Chest App, the Fees will apply to those Contributions once they are received into your Chest Pension.

5.3 Where the Fees are expressed as percentages, these will be calculated on the basis described in the relevant Fees Schedule.

5.4 All Fees are payable in accordance with the payment method and timing specified in the relevant Fees Schedule. We may deduct the Fees directly from the cash balance or investments held within your Chest Pension.

6. You may cancel your Chest Pension or a transfer-in during a cancellation period

6.1 Once you have completed your application and we have completed our customer risk assessment, we will (together with the Pension Provider) open you a SIPP account via the Chest App (your “Chest Pension”). When you open your Chest Pension, you have a 30-day cancellation period during which you can cancel your Chest Pension or a transfer-in to your Chest Pension, commencing on the date your Chest Pension is opened by the Pension Provider or the date of transfer-in, respectively.

6.2 To cancel your Chest Pension or transfer-in within the cancellation period, you must contact us through the Chest App, and we will forward your request to the Pension Provider on your behalf, but the Pension Provider is responsible for processing any cancellation relating to your Chest Pension.

6.3 Cancelling your Chest Pension does not automatically close your Chest App Account. You may continue to access the Chest App for the Chest Score (defined in Part 4 below) only, unless you also choose to close your Chest App Account.

6.4 If you do not cancel within the cancellation period, your Chest Pension or transfer-in will continue in accordance with the Pension Provider's product documentation. You can still request a transfer or closure of your Chest Pension at any time thereafter, but this will be subject to the Pension Provider's standard procedures.

7. Operating your Chest Pension via the Chest App

7.1 You must use your Chest Pension in accordance with applicable law and regulation. We will comply with our own obligations under applicable law and regulation.

7.2 You must keep your account credentials, security details and any security features we provide safe and secure, and tell us immediately at support@joinchest.com if you suspect loss, theft, or unauthorised use so that we can take steps to protect your Chest Pension.

7.3 Through the Chest App, you will be able to:

(a) view the current value and transaction history of your Chest Pension;

(b) make or schedule contributions and transfers (subject to the Pension Provider’s acceptance);

(d) give certain instructions that are passed to the Pension Provider for execution (e.g., changing investment selection).

All instructions you submit through the Chest App relating to your Chest Pension will be treated as requests to the Pension Provider, and they will only take effect once accepted and processed by the Pension Provider in accordance with its own terms and applicable law.

7.4 The Chest App does not let you:

(a) withdraw or take benefits directly from your Chest Pension but you may contact us if you have a drawdown query; or

(b) access any other pensions or accounts outside your relationship with the Pension Provider.

7.5 We make reasonable efforts to ensure the information displayed in the Chest App (such as balances, contributions and transactions) is accurate and up to date, but this information is provided by the Pension Provider and other Third Party Providers to us. The figures shown may occasionally differ from the Pension Provider’s or other Third Party Provider’s official records due to processing times, data synchronisation or valuation cycles. The Pension Provider’s records are the legal record of your Chest Pension.

8. Order instructions and how we handle them

8.1 You can use the Chest App to submit instructions to buy or sell investments held in your Chest Pension (e.g., buying or selling units in a fund). When you place an instruction, we will pass it on to the Pension Provider, who is responsible for arranging the execution of that order.

8.2 All orders we pass on are handled in line with our Order Handling Policy, which explains how your orders are prioritised and the factors that influence how they are executed. You can obtain a copy of the policy here: Order Handling Policy.

8.3 We treat your order as received once it has been successfully submitted through the Chest App. Orders may be subject to cut-off times, fund pricing times or other dealing restrictions, which are explained in the Order Handling Policy or the relevant fund documentation.

8.4 We may decline or delay an instruction if:

(a) it is incomplete or unclear;

(b) it cannot be processed by the Pension Provider or the relevant fund;

(d) doing so is necessary to comply with law, regulation or fraud prevention checks.

If this happens, we will let you know as soon as we reasonably can.

8.5 The Pension Provider is responsible for holding and administering your Chest Pension, including settling any investment transactions once executed.

8.6 When you place an order you are making your own investment decision. We do not provide advice or recommendations about whether to buy or sell any investment.

Part 3: Contributing to your Chest Pension

9. How to make Contributions

9.1 You can contribute money to your Chest Pension (a “Contribution”) via the Chest App. To make a Contribution, you will be required to provide information regarding your bank account or other payment method that you have selected. You represent and warrant to us that such information is true, current, and accurate and that you are authorised to use the applicable payment method you have selected.

9.2 We use a third party payment services provider (currently GoCardless Ltd with firm reference number 597190) authorised by the FCA under the Payment Services Regulations 2017 (“Payment Services Provider”) to provide payment processing and initiation services that enable you to make Contributions from your linked bank account.

9.3 When you authorise a Contribution through the Chest App, the payment instruction is processed by the Payment Services Provider using either:

(a) Direct Debit functionality; or

(b) instant bank transfer via open banking.

By setting up a Contribution, you authorise the Payment Services Provider to initiate payments from your linked bank account to the Pension Provider’s designated trustee account.

9.4 The Payment Services Provider will process your payment in accordance with its own, independent payment terms and privacy policy, which you must accept when setting up a payment mandate.

9.5 We may share with Payment Services Provider and the Pension Provider the information necessary to process your payment and requested Contribution, confirm receipt, maintain accurate contribution records, carry out fraud and anti-money laundering checks, and comply with their regulatory obligations.

9.6 Once you initiate a successful Contribution amount payment request, the funds will be received by the Payment Services Provider and temporarily held in a virtual holding account before being transferred to the Pension Provider. During this time, the funds (which will reflect your Contribution amount) are not yet part of your Chest Pension and are not held by us or the Pension Provider. No interest will be paid on such funds while they are held in Payment Services Provider’s virtual holding account.

9.7 The Payment Services Provider will transfer your Contribution amount to the Pension Provider after it has cleared and been allocated, at which point the Contribution amount will be credited to your Chest Pension and treated as a pension contribution in accordance with the relevant scheme rules.

9.8 While held by the Payment Services Provider, your funds are safeguarded or otherwise protected in accordance with the Payment Services Regulations 2017. The Payment Services Provider is responsible for holding and transferring your Contribution amount(s) securely until they reach the Pension Provider.

9.9 If a Contribution amount payment request fails, is recalled, or is reversed (e.g., because of insufficient funds or a cancelled mandate), the Contribution may not be credited to your Chest Pension. The Payment Services Provider may retry the payment request or we contact you to resolve the issue.

9.10 You can contact us to cancel a Contribution payment mandate at any time. Cancelling a Contribution payment mandate will stop future Contributions by the relevant payment method but will not affect Contributions that have already been processed.

10. You can set up a Saving Rule and make automated Contributions

10.1 The Chest App allows you to set up personalised settings that automatically calculate and make contributions into your Chest Pension based on criteria you choose (e.g., rounding up purchases or saving a fixed amount on a regular basis) to make automatic contributions into your Chest Pension (“Saving Rule”). You can select, amend or cancel a Saving Rule at any time within your Chest App Account.

10.2 When you activate a Saving Rule, we will use Account Information Services ("AIS") provided by the Payment Services Provider to securely access your linked bank account data and calculate the relevant saving amount in accordance with your chosen rule. Based on that data, the Payment Services Provider will initiate a Direct Debit payment from your linked bank account to your Chest Pension whenever the conditions of your chosen Saving Rule are met.

10.3 By setting up a Saving Rule, you authorise us and the Payment Services Provider to:

(a) access your transaction data from your linked bank account via AIS to calculate the savings amount;

(b) initiate and process payments via PIS in accordance with your rule; and

(c) share the information necessary with the Pension Provider so that the contribution can be received and applied to your Chest Pension.

10.4 Each Contribution made through a Saving Rule will appear in the dashboard in your Chest App Account and your transaction history. The Pension Provider's records remain the legal record of your Chest Pension balance and contributions.

10.5 You may pause, amend or cancel a Saving Rule at any time in your Chest App Account. Cancellation will stop new payments, but any payment already in progress may still complete.

10.6 If a Saving Rule contribution fails, is duplicated or is made in error, the Payment Services Provider may attempt to correct the payment before it is applied to your Chest Pension. Once a Contribution has been credited to your Chest Pension, only the Pension Provider can reverse or correct it. We may contact you to resolve the issue where required.

10.7 The Saving Rule is a convenience feature to help you save automatically. We do not guarantee that Contributions from the Saving Rule will occur on a particular date, or that your linked account balance will always permit payments.

11. Important provisions about your Contributions

11.1 Please note that we are not an authorised payment institution and we do not hold your money at any time when you make a Contribution to your Chest Pension via the Chest App.

11.2 Contributions you make through the Chest App are processed by the Payment Services Provider and are paid into the Pension Provider’s designated trustee bank account in line with the Pension Provider’s terms, applicable HMRC and pension scheme rules, and the Finance Act 2003.

11.3 All Contributions (including Cashback) must comply with the pension scheme rules and HMRC limits (including annual allowance, money purchase annual allowance and eligibility for relief at source). It is your responsibility to ensure that:

(a) the details you provide (amount, references, bank/card details) are accurate and authorised; and

(b) you are eligible to contribute and to claim any tax relief.

11.4 We do not provide investment, tax, or financial advice. Through the Chest App, you will be able to choose from a range of pre-defined investment options. When you make a selection in the Chest App, you are instructing the Pension Provider to invest your Chest Pension Contributions in the corresponding fund. The Pension Provider is responsible for arranging the execution of your investment instructions.

11.5 We do not:

(a) assess whether any fund or investment option is suitable or appropriate for you;

(b) control how the funds are managed or how they perform; or

Investment values can go down as well as up, and you could get back less than you invest. If you are unsure about which investment option is right for you, you should seek independent financial advice before making a decision.

11.6 We, the Pension Provider and our Third Party Providers take fraud prevention, financial crime and misuse of pension funds very seriously. We may request additional information, and we may delay, suspend or block a Contribution (including Cashback) where we reasonably suspect misuse, fraud, or breach of these Terms or the Third Party Provider’s terms or while we (or they) carry out checks or resolve issues.

11.7 If you believe a Contribution has been taken in error, applied incorrectly, or your Chest Pension is being misused, please contact us at support@joinchest.com. We will investigate and, where relevant, escalate to the Pension Provider and/or the Third Party Provider. Where a Contribution cannot be applied to your Chest Pension (e.g., because of failed verification, ineligible third party funds, or an overpayment), it will be returned to the original funding source where permitted by law and the Pension Provider’s rules.

11.8 You understand and agree that we, the Pension Provider and/or the Payment Services Provider may:

(a) reject a Contribution for any reason consistent with our policies, the Pension Provider's terms, or legal or regulatory requirements;

(b) delay crediting your Chest Pension until funds are received as cleared funds and all checks are completed;

(c) change, suspend or discontinue acceptance of any particular payment method at any time, or introduce new payment methods; and

(d) correct manifest errors in the recording or allocation of Contributions (with prompt notice to you).

11.9 Where the Payment Services Provider collects Contributions or makes refunds, refunds will be handled according to the Payment Services Provider’s processes and fees, and you may be liable for certain fees initiated through your bank. Any applicable refund fees may be passed through to you where permitted.

12. Pension consolidation (transfers into your Chest Pension)

12.1 You can ask us to help transfer (“transfer-in”) one or more of your existing UK pension plans into your Chest Pension. We provide the technology and coordination and the Pension Provider decides whether to accept a transfer-in under their rules and UK law.

12.2 By asking to consolidate pensions into your Chest Pension, you confirm that:

(a) you are the legal owner of the transferring benefits and have authority to request the transfer-in;

(b) the information you give us (including any advice confirmation) is true and complete; and

12.3 You authorise us and the Pension Provider to contact your current or previous pension providers (each a “Ceding Scheme”) and to share the information needed to process your request.

12.4 Transfers may be cash (your existing investments are sold and cash is sent) or in-specie (eligible assets are re-registered) if the Pension Provider supports this and the investments are compatible.

12.5 We may use industry-standard electronic transfer services and Third Party Providers to help with identification checks, payments and communications.

13. Your pension consolidation transfer request may be declined or delayed

13.1 The Pension Provider may decline or delay a transfer-in where:

(a) it is not a recognised transfer-in under HMRC rules;

(b) the Ceding Scheme or assets are incompatible;

(d) required information is missing.

13.2 We or the Pension Provider may request additional information, and may delay or reject a transfer-in if required by law or policy (e.g., where pension scheme checks fail).

14. Transfer-ins are at your risk

14.1 We do not provide advice or recommendations on whether you should consolidate or transfer into your Chest Pension. A transfer-in may mean giving up valuable guarantees or protections under your existing pension plan. Please consider independent advice before deciding.

14.2 Transferring may mean you lose guarantees or protections (e.g., guaranteed annuity rates, certain with-profits features, or a protected pension age/tax-free cash right). Please check your existing pension scheme documents carefully before proceeding. The Pension Provider does not accept transfers from Defined Benefit schemes, and any request to transfer a Defined Benefit pension will be rejected.

Part 4: Chest Score, Chest Rewards and Cashback

15. Your Chest Score

15.1 The Chest App, under your Chest App Account, may display a “Chest Score”, which is an educational indicator designed to help you understand your overall retirement preparedness. It combines your own data (such as your age, income, target retirement age, current pension savings and contributions) with industry benchmark assumptions to produce a single summary score.

15.2 The Chest Score is an educational and engagement tool, not a financial promotion, recommendation or guarantee. It does not take into account your full financial position or personal circumstances, and it should not be relied upon as financial advice or as a guarantee of your retirement adequacy or future investment outcomes.

15.3 We strongly recommend that you seek independent financial advice before making any decisions about contributions, transfers, withdrawals or investment strategy.

16. How the Chest Score is calculated

16.1 The Chest Score brings together three main components:

(a) Pot Strength – comparing your current pension savings to age-based salary multiples;

(b) Contribution Rate – assessing the adequacy of your personal and employer contributions as a percentage of income; and

(c) Income Replacement Requirement – projecting your future retirement income (based on standard assumptions for growth, inflation and charges) against income replacement benchmarks.

16.2 All Chest Score projections use standardised industry assumptions, including long-term growth rates, and inflation. The State Pension is generally assumed to be received in full, unless you indicate otherwise. These assumptions are used for illustration and comparability only, not as forecasts or guarantees.

16.3 The accuracy of your Chest Score depends on the information you provide and the data we obtain from third parties. If your information is incomplete, inaccurate or out of date, the Chest Score will not reflect your actual position. You are responsible for ensuring that your inputs are accurate and up to date.

16.4 The Chest Score covers pension assets only. It does not include other forms of wealth such as individual savings accounts, property, business assets or other investments.

16.5 The methodology and benchmarks of the Chest Score are designed for UK users only and assume the UK State Pension system. The feature may not be available or accurate if you are outside the UK.

16.6 Because the methodology uses standardised assumptions, individual results will vary, and your actual retirement outcomes may be higher or lower than indicated.

17. We do not accept liability for your decisions based on your Chest Score

17.1 To the extent permitted by law, we are not responsible for any loss, decision, or action you may take (or not take) based on the Chest Score or any associated projections, charts or educational content.

18. About our Cashback feature

18.1 The Chest App may let you earn cashback or similar rewards ("Cashback") when you buy selected vouchers, gift cards or other qualifying products or services from participating retailers ("Retail Partners") through the Chest App. Cashback is a discretionary promotional reward funded by us or by our Retail Partners. Cashback is not guaranteed, and does not form part of your Chest Pension benefits, and is not interest, investment income or a guaranteed return on your Chest Pension.

18.2 The Cashback and payment features in the Chest App are powered by independent Third Party Providers, including:

(a) our cashback partner, Reward Cloud Limited or such other third party provider we engage from time to time (“Cashback Provider”); and

(b) our Payment Services Provider who processes and facilitates payments to the Pension Provider.

Each of these Third Party Providers acts under its own terms and privacy policy, which you must accept when using their services and electing to benefit from the Cashback feature.

18.3 To earn Cashback, you must make an eligible purchase through the Chest App or one of our participating Retail Partners as described in each offer.

18.4 The amount of Cashback available, eligibility conditions, and any caps or expiry dates will be displayed in the Chest App before you complete your purchase.

18.5 Cashback will only be confirmed once the qualifying transaction has been successfully completed and verified by the Retail Partner or the Cashback Provider. This may take several days or weeks. Once we confirm and award Cashback, legal ownership of the Cashback amount transfers at the point of payment to the Pension Provider. Until then, Cashback remains a discretionary promotional reward and you have no right or entitlement to receive it.

19. How Cashback is credited to your Chest Pension

19.1 Once confirmed, the Cashback amount is transferred by the Cashback Provider and/or Payment Services Provider to the Pension Provider's designated trustee account and is then treated as a Contribution into your Chest Pension.

19.2 We will display each Cashback Contribution in your transaction history in your Chest App Account once we receive confirmation from the Pension Provider that it has been applied. The Pension Provider's records are the definitive record of your Chest Pension.

20. Important things to note about Cashback

20.1 Cashback will not be earned or may be cancelled if:

(a) you cancel, refund or fail to complete the underlying purchase from the relevant Retail Partner(s);

(b) the Retail Partner or Cashback Provider determines that the purchase was ineligible (e.g., due to use of another promotion or breach of offer terms);

(d) the Retail Partner or Cashback Provider does not pay us (or the Cashback Partner) the relevant commission.

20.2 We or the Cashback Partner reserves the right to adjust or reverse any Cashback entry if any of the above conditions apply or if a technical error occurs.

21. No advice or guarantee

21.1 We do not provide advice about or guarantee the availability, rate, or value of Cashback. Cashback offers are promotional and may be changed or withdrawn at any time. The decision to credit Cashback into your Chest Pension does not represent investment advice or a recommendation about pension contributions.

21.2 We may amend, suspend or withdraw Cashback offers or our Cashback programme at any time for commercial, technical or legal reasons. Any Cashback already earned and confirmed before the change will continue to be processed and, once confirmed, credited into your Chest Pension.

22. Chest Rewards Programme

22.1 You may be eligible to participate in our rewards programme, which covers referral bonuses, promotional cash rewards, or other incentives in place via the Chest App from time to time (“Chest Rewards”).

22.2 Participation in and eligibility for any Chest Rewards is subject to our separate Rewards Programme Terms and Conditions at https://www.joinchest.com/terms-and-conditions (the “Chest Rewards Terms”).

22.3 If there is any inconsistency between these Terms and the Chest Rewards Terms in relation to a particular Chest Reward, the Chest Rewards Terms will apply.

22.4 Chest Rewards are not guaranteed, may be changed or withdrawn at any time, and are separate from your Chest Pension and Contributions.

Part 5: General Terms and Conditions

23. General restrictions when using our Services

23.1 You may not use any of our Services in any way to:

(a) violate any applicable law, regulation, industry requirement, or third party guidelines or agreements by which you are bound, including those of our Third Party Providers (as applicable);

(b) knowingly do anything that is fraudulent, misleading, inaccurate, dishonest, or impossible, or that could reasonably be regarded as such;

(c) infringe or misuse the intellectual property rights, confidential information or privacy rights of any other person or organisation;

(d) attempt to bypass, avoid or interfere with the designated payment methods provided through our Third Party Providers, or to make or receive payments other than through the authorised routes in the Chest App;

(e) attempt to access another user’s pension, Chest Pension or Chest App Account, compromise any security measure or otherwise interfere with the privacy, data or use of our Services by others;

(f) use the Cashback, Chest Rewards or Chest Score features for any purpose other than genuine personal use, including, without limitation, by:

(i) generating artificial or duplicated transactions to obtain Cashback;

(ii) purchasing vouchers or gift cards for resale or commercial gain;

(iii) engaging in "cash-cycling" or other activity intended to convert funds for money-laundering or tax-avoidance purposes; or

(iv) manipulating referral, promotion or cashback offers in a way not intended by us or our partners;

(g) attempt to alter, copy, reverse engineer, decompile or otherwise misuse any part of the Chest App, underlying software or our intellectual property;

(h) upload, transmit or distribute any material that contains viruses, malware, or other harmful code, or that could interfere with the operation or security of the Chest App or our systems;

(i) use the Chest App or your Chest Pension or your Chest App Account to facilitate or disguise unlawful payments, including gambling, terrorist financing, or any other criminal activity; or

(j) use automated scripts, bots or scraping tools to interact with the Chest App or to harvest information about users, merchants or offers.

24. Intellectual Property

24.1 All information, data and copyright material contained in our Services, the Chest App and our website, including any trade marks (whether registered or unregistered), trade names, brands and logos belong to us or our licensors who have given us permission to use them. We and our licensors are and shall remain the owner or licensee of all intellectual property rights in our Services and the material or content published on them. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. Unless expressly provided under these Terms, we do not grant to you any rights in any of our Services which shall at all times remain the sole and exclusive property of us or our licensors.

25. Updating these Terms or amending our Services

25.1 We may update these Terms from time to time. We’ll always aim to give you at least 30 days’ notice of any material changes to these Terms via email and/or the Chest App, and we’ll specify the date those changes will come into effect.

25.2 In some cases, we may not notify you in advance, but that would only be where:

(a) we need to make a change to comply with law and we cannot give you notice in advance; or

(b) the change is required by, or results from, a change imposed by a Third Party Provider, including the Pension Provider or the Payment Services Provider; or

25.3 Unless you tell us otherwise before any changes take effect, we will assume you are happy to accept them. If you are not happy with the changes, you may stop using the features of the Chest App. You cannot close your Chest App Account while your Chest Pension remains open, because the Chest App is the way you access and manage your pension. If you do not wish to continue using the Chest App, you will need to transfer your Chest Pension to another provider first, in accordance with the Pension Provider’s rules and applicable pension law. Once the transfer is completed, you may then close your Chest App Account.

25.4 We may make changes to suspend or discontinue certain features of the Chest App or our Services (e.g., Cashback, Saving Rules, Chest Rewards, Chest Score or interface functions) where we reasonably need to do so for technical, operational, legal or regulatory reasons. Where possible, we will give you reasonable notice before making such changes.

25.5 We will not suspend or discontinue your access to your Chest Pension, which will continue to be operated by the Pension Provider in accordance with their terms and applicable law. However, if a Service or feature of the Chest App is changed or withdrawn, this may affect how you view or use some aspects of your Chest Pension through the Chest App.

25.6 If we ever permanently discontinue the Chest App, you will be required to transfer your Chest Pension to another pension provider in accordance with the Pension Provider’s rules and applicable law. We will provide you with information on how to request a transfer and any relevant timescales or requirements at that time.

25.7 To the extent permitted by law, we are not responsible for losses you may suffer due to temporary unavailability of the Chest App caused by maintenance, unplanned outages or events beyond our reasonable control.

26. Our liability to you

26.1 Our responsibility to you under these Terms relates only to the provision and operation of the Chest App and its associated platform features (including Cashback, Saving Rules, Chest Rewards and the Chest Score). We are not responsible for:

(a) the operation, administration or safeguarding of your Chest Pension, which is the sole responsibility of the Pension Provider under its own terms and relevant pension scheme rules;

(b) the acts or omissions of any Third Party Provider (including the Payment Services Provider, Retail Partners or Cashback Partners) acting in accordance with their own terms; or

26.2 You understand that all our Services are provided on an “as is”, “as available” basis. To the fullest extent permitted by applicable law, we make no representation or warranty about our Services including any representation that it will be uninterrupted or error-free and we disclaim any implied or statutory warranty, including accuracy of data or fitness for a particular purpose.

26.3 To the extent permitted by law, our total aggregate liability to you for all claims, losses, or causes of action arising out of or relating to these Terms, the Chest App or our Services (whether in contract, tort, negligence or otherwise) shall be limited to the greater of £1,000 or the total amount of fees (if any) you have paid to us in the twelve (12) months preceding the event giving rise to the claim.

26.4 If we do (or fail to do) anything that creates any costs for you, we’ll generally be responsible for those costs, but there are a few exceptions. We will not be responsible to you for any loss to the extent it results from:

(a) your fraud or intentional or reckless misconduct;

(b) your failure to provide information we reasonably request, or your provision of false or incomplete information;

(c) your use of third party websites or apps that we do not control and which may be accessed via links in the Chest App (this does not affect your statutory rights);

(d) events outside our reasonable control, provided we take reasonable steps to minimise the effects and resume performance as soon as reasonably practicable; or

(e) your breach of these Terms or your agreement with a Third Party Provider, to the extent the loss is caused by that breach.

26.5 We will always be liable if we act fraudulently, and these Terms do not exclude or limit our liability to you where it is against the law for us to do so.

27. Your liability to us

27.1 If you breach these Terms and it creates costs for us, we may be able to recover those costs from you. This could include the costs of tracing you and taking steps to deal with the issue, enforcing the payment of any money you owe us or our Third Party Providers, or the costs of third party claims against us arising from you breaching these Terms. We may also charge for communicating with you about what has happened.

28. Conflicts of interest

28.1 Sometimes a situation can arise where our interests, the platform or another customer might not fully align with yours. We have a conflict of interest policy which explains how these situations are identified and managed so that your interests are protected.

28.2 In summary:

(a) we look for any situations where a conflict might occur;

(b) we have controls and oversight in place to make sure any conflicts are managed fairly; and

(c) if a conflict cannot be managed in a way that fully protects you, we will explain this to you before carrying out the Services.

28.3 If you would like to see the full conflicts of interest policy, you can ask for a copy at any time by contacting us at support@joinchest.com.

29. How to make a complaint

29.1 To make a complaint about our Services, please contact our support team at support@joinchest.com. Please include:

your name and contact details;
your account username or reference (if applicable);
a clear description of the issue; and
any relevant supporting information.

29.2 We will acknowledge your complaint, confirm who is handling it, and ensure it is investigated promptly in line with our complaints handling procedure below.

29.3 We will review your complaint fairly and objectively, considering all relevant information, and may contact you if we require further details. We aim to provide a response within 3 business days of receiving your complaint. If we need more time, we will explain why and provide an updated timeframe.

29.4 Our response will explain our findings, set out any action we will take (if applicable), and provide reasons where the complaint is not upheld. Any remedies offered are at our discretion and do not constitute an admission of liability. If you are not satisfied with our response, you may request a review by a senior team member by replying within 14 days of our decision.

29.5 As we are an Appointed Representative of our Principal, your complaint may be handled by them on our behalf if it relates to a regulated activity. If your complaint relates to the operation or administration of your Chest Pension, it may be handled by the Pension Provider in accordance with its own complaints procedure.

29.6 If your complaint is unresolved or not settled to your satisfaction within 8 weeks from the date you first made the complaint, you may be able to refer it directly to the Financial Ombudsman Service ("FOS"). The FOS is an independent organisation that can investigate and resolve disputes between financial services companies and their customers, free of charge. The address of the FOS is Exchange Tower, London E14 9SR. You can also telephone the FOS at: 0800 023 4567 or email the FOS at complaint.info@financial-ombudsman.org.uk. You can find out further information about the FOS on its website: www.financial-ombudsman.org.uk. It’s important to note that the FOS will normally only look at your complaint after we’ve sent you our final response, or if we’ve taken longer than the above timelines to respond. You have 6 months from the date of our final response to refer your complaint to the FOS. If you do not refer your complaint on time, the FOS may not be able to consider your complaint, and will only be able to do so in very limited circumstances.

29.7 If your complaint relates to the operation or administration of your Chest Pension and remains unresolved after the Pension Provider has completed its complaints process, you may have the right to refer it to the Pensions Ombudsman (“TPO”). TPO investigates and determines complaints and disputes about the administration and management of personal pension schemes. You can contact TPO at www.pensions-ombudsman.org.uk or by telephone on 0800 917 4487.

30. Other important terms

30.1 By accepting these Terms, you agree to us using your personal information in accordance with our Privacy Policy at https://www.joinchest.com/privacy-policy.

30.2 Nothing in these Terms limits or affects your rights as a consumer under UK consumer law, including your rights under the Consumer Rights Act 2015. If any part of these Terms conflicts with your statutory rights, your statutory rights will take priority.

30.3 We might assign or transfer our rights under these Terms to another company. You cannot transfer your rights under these Terms to another person or company.

30.4 The laws of England and Wales apply to these Terms and English courts will settle any disputes. If a court decides that we can’t rely on a particular part of these Terms this will not stop the rest of the Terms from applying to you.