Terms of service

Last updated: 2026-05-26

Draft terms — pre-publication

These terms are a draft pending solicitor review. They reflect what the platform actually does, but the legal clauses (limitation of liability, indemnity, dispute resolution) need professional review before they become binding. Context for the draft scope lives in the v1 launch-decisions document referenced in our source repository at docs/v1-launch-decisions.md.

Parties

These terms are a contract between Handby Ltd (company number 17092920), the company that operates the CarersDoc platform ("CarersDoc", "we"), and the care provider that subscribes to the CarersDoc platform ("you", "the tenant"). End users (carers, managers, HR admins) access the platform under your tenancy and are bound by your internal policies; they are not direct contracting parties with Handby Ltd.

Scope

CarersDoc is a multi-tenant document-management platform built for adult social care providers in the UK. The service includes carer onboarding, training-record management, e-signature workflows, audit-log keeping, CQC inspection-pack generation, and supporting administrative surfaces. The specific feature set available to your tenancy is described in your order form.

User accounts

You are responsible for creating, managing, and deactivating user accounts inside your tenancy. CarersDoc enforces role-based access controls + multi-factor authentication for high-risk roles. You agree to keep account credentials confidential and notify us promptly of suspected compromise.

Acceptable use

Use the platform only for your own legitimate business purposes as a UK care provider.
Do not reverse-engineer, decompile, or otherwise attempt to derive the source code of the platform.
Do not share account credentials. Each user must have their own account.
Do not use the platform to process data in breach of UK GDPR, the Data Protection Act 2018, or any other applicable law.
Do not run automated scrapers, load tests, or other high-volume programmatic access without prior written consent.

Data Processing Agreement

Personal data processing is governed by the Data Processing Agreement (DPA) referenced in your order form. The DPA sets out CarersDoc's processor-side commitments under UK GDPR Article 28 + the sub-processor list. In the event of a conflict between these terms and the DPA, the DPA governs personal data matters.

[SOLICITOR REVIEW: link to a published canonical DPA template once the standard form is finalised. Confirm flow-down language matches the sub-processor list at docs/sub-processors.md.]

Service levels

We target 99.5% availability measured per calendar month, excluding scheduled maintenance windows announced at least 7 days in advance. Service credit terms are set out in your order form.

[SOLICITOR REVIEW: 99.5% target sits well below upstream-vendor published SLAs (Vercel Pro Edge Network 99.99%, AWS RDS Multi-AZ 99.95%) — the substrate has operational headroom. Service-credit schedule still requires commercial decision (recommend a tiered credit model). Confirm the wording is industry-standard for healthcare-adjacent UK SaaS.]

Fees + billing

Fees are set out in your order form. Invoicing is monthly in advance. Late payment terms follow the Late Payment of Commercial Debts (Interest) Act 1998.

[SOLICITOR REVIEW: insert published pricing schedule reference + clarify VAT treatment.]

Intellectual property

CarersDoc retains all intellectual property rights in the platform itself. You retain all rights in the data you submit. CarersDoc grants you a non-exclusive, non-transferable licence to use the platform for the duration of your subscription. You grant CarersDoc a limited licence to process your data to provide the service.

Confidentiality

Each party agrees to keep confidential information of the other party in confidence. Confidential information includes your data submitted to the platform and CarersDoc's pricing, roadmap, and security architecture.

Termination

Either party may terminate for material breach not cured within 30 days of written notice. You may terminate for convenience at the end of your billing period.

On termination, CarersDoc will make your data available for export in a structured format for 30 days. After 30 days, your data is deleted from production systems within a further 30 days. Backups containing your data are deleted on a rolling 35-day cycle.

Limitation of liability

To the maximum extent permitted by law, CarersDoc's total liability under these terms in any 12-month period is limited to the fees paid by you to CarersDoc in that period. CarersDoc is not liable for indirect or consequential losses including loss of profits, loss of business, or loss of reputation.

[SOLICITOR REVIEW: limitation-of-liability cap needs professional review — for healthcare-adjacent processors, the 12-month fees cap is conventional but may need uplift for personal-injury / death exclusions and gross-negligence carve-outs.]

Indemnity

Each party will indemnify the other against claims arising from breach of the confidentiality + intellectual property provisions, subject to the limitation of liability above.

[SOLICITOR REVIEW: indemnity scope is currently mutual + symmetric; confirm whether asymmetric indemnity (controller indemnifies processor for its instructions) is appropriate.]

Changes to these terms

We may update these terms from time to time. Material changes will be notified at least 30 days in advance. Continued use after the notice period constitutes acceptance.

Governing law + jurisdiction

These terms are governed by the laws of England and Wales. Each party submits to the exclusive jurisdiction of the courts of England and Wales for any dispute arising under or in connection with these terms.