TLScare Terms of Service

Last updated: [date of sign-off]

1.1 TLScare is operated by THE INERTIA GROUP LTD, a company registered in England and Wales (company number 12622619), whose registered office is 167 Great Portland Street, London W1W 5PF ("TLScare", "we", "us"). Contact: [info@tlscare.com — confirm this is the monitored address].

1.2 These terms apply when a business that provides care ("you", "the Provider") starts a free trial of, or subscribes to, the TLScare care-management software and related services (the "Service"). They also apply to the TLScare website at www.tlscare.com.

1.3 These terms are for businesses. They are not for consumers.

1.4 If you accept these terms on behalf of a business, you confirm you have the authority to bind that business.

2.1 The Service is software that helps care providers keep care records, plan visits, record medication administration, manage staff and produce reports. The features available depend on your plan, as shown on our pricing page at the time you subscribe.

2.2 The Service is a record-keeping and planning tool. It does not give clinical, medical, legal or regulatory advice and does not make decisions about anyone's care. You and your staff remain responsible for every care and medication decision, for checking information before relying on it, and for keeping any backup procedures your own policies require.

2.3 [CLINICAL SAFETY: The Service has not been assessed against the NHS clinical risk-management standards (DCB0129) and is not a registered medical device. — HOLD for the CIO: this sentence is accurate only if the DCB0129 gap assessment confirms it. If the assessment concludes the eMAR feature needs clinical-safety assurance, this clause is replaced by a description of the interim controls.]

2.4 We may improve or change the Service. If we make a change that materially reduces what the Service does for you, we will tell you in advance [notice period — officer decision].

3.1 TLScare is not approved, certified, accredited or endorsed by the Care Quality Commission (CQC). CQC does not approve or certify software. The Service can help you keep and find the records you may use as evidence when you assess your own compliance. Whether you meet CQC's requirements is your responsibility and CQC's judgement, not ours.

3.2 We do not promise that using the Service will give you any particular CQC rating or inspection outcome.

3.3 [ICO / DSPT — HOLD. The wording follows the ICO fee self-assessment and the DSPT position on TLS-6. At the date of this draft: not registered with the ICO, no fee self-assessment dated, DSPT not started. Do not publish a claim here. If the self-assessment finds no fee due, say: "We act as a processor for your care data. We have assessed under ICO fee rules that we are not currently required to pay a data protection fee [date]." Never say "registered with the ICO" unless a fee has been paid.]

4.1 We currently offer a free trial of 14 days, with no payment card required to start. [Confirm the trial really needs no card in the live signup flow and what happens at day 15 — data kept, access paused or deleted? The pricing page says "No credit card needed" and "Cancel any time"; this clause must match the product behaviour.]

4.2 After the trial, paid plans are charged monthly in advance at the prices shown on our pricing page when you subscribe ([prices exclude VAT — confirm]). Plans currently shown run from £49 to £399+ per month. "£399+" or enterprise plans are priced by agreement in writing.

4.3 Payments are processed by Stripe. We do not store your card details. [Confirm billing is switched on in production: the code has a SUBSCRIPTIONS_ENABLED switch.]

4.4 You may cancel at any time. Cancellation takes effect at the end of the billing month you have paid for. We do not refund part-months [officer decision].

4.5 We may change prices on [30] days' written notice. The change applies from your next billing month, and you may cancel before it applies.

5.1 We aim to keep the Service available but we do not guarantee uninterrupted or error-free service and do not currently offer an uptime commitment (service level agreement). Do not rely on the Service as your only means of recording or finding information needed to keep people safe, and keep your own contingency arrangements.

5.2 Maintenance, third-party outages and events outside our control may make the Service unavailable. [Officer/CIO: this clause is deliberately modest because production APIs were unavailable for roughly 38 hours in October 2026 for a billing reason. Do not replace it with an uptime figure unless it is measured.]

5.3 Support is provided by [email — address, hours and response targets to be agreed; do not publish response times we cannot meet].

6.1 You will:

6.2 You are responsible for what your users do in your account.

7.1 For the personal data you and your users put into the Service about the people you support, your staff and others ("Customer Data"), you are the controller and we are your processor. We process Customer Data only on your documented instructions, to provide the Service.

7.2 [DPA — HOLD. This clause cannot say a data processing agreement is "incorporated" or "in force" until the DPA is approved and an officer has decided how it is offered to customers (TLS-25 Q1). Until then: do not publish this clause in its final form. Once approved, it should read: "The Data Processing Agreement at [URL] forms part of these terms and applies to all Customer Data." Art. 28(3) UK GDPR requires that terms of this kind exist; the DPA is the document that provides them.]

7.3 Our sub-processors are listed at [URL of sub-processor list]. [Notice of changes: per the sub-processor list, A4.]

7.4 For personal data about visitors to our website and prospective customers, we are the controller. See our Privacy Policy and Cookie policy.

7.5 We tell you without undue delay after we become aware of a personal data breach affecting Customer Data. [DPA to set the detail. Do not publish a time commitment (e.g. "24 hours") unless the officer has approved it and an on-call process exists to meet it.]

8.1 Customer Data is yours. We do not claim ownership of it.

8.2 [EXPORT AND DELETION — UNVERIFIED. The code review found no self-service bulk export feature and no documented deletion process. Do not publish a promise like "export within 30 days, deletion within 90 days" until Engineering confirms what exists: (a) what export is available, in what format; (b) how deletion from the database, file storage, search index and backups works, and how long backups persist; (c) what is the retention period for records a provider must keep for a statutory period. Social-care records carry statutory retention duties; deletion on cancellation could harm the provider.]

9.1 Nothing in these terms limits liability that cannot lawfully be limited, including for death or personal injury caused by negligence, or for fraud.

9.2 Subject to 9.1, we are not liable for loss of profit, loss of business or indirect loss.

9.3 Subject to 9.1, our total liability to you arising from the Service in any 12-month period is limited to [the fees you paid us in that period — officer/lawyer decision. A zero-fee trial customer needs a stated figure.].

9.4 The Service is provided "as is" for trial customers [lawyer to confirm wording]. We do not give any warranty that the Service will meet your regulatory obligations or is free from errors.

9.5 No security or isolation warranty. We do not warrant that the Service is free from security vulnerabilities. [CIO instruction, TLS-5: no tenant-isolation, "secure" or equivalent claim anywhere in this pack until the TLS-23/24/32 defect class is fixed, deployed and independently re-tested. This clause is a neutral disclaimer, not a statement of any specific issue.]

You must not: misuse the Service or try to interfere with it; test its security or run scans or load tests without our written permission; access another customer's data or accounts; upload unlawful content or malware; resell the Service without our written agreement; or use it to store data you are not entitled to hold.

11.1 We may suspend your account if you materially breach these terms, if your account poses a security risk to others, or if payment is overdue by [14] days. Where we can, we will warn you first and keep suspension as narrow and short as possible. [Consider: care providers need access to records for safety; define the minimum notice before suspending a live account.]

11.2 Either party may end the contract for the other's material breach that is not put right within [30] days of written notice.

11.3 Clause 8 applies on termination.

We may update these terms. We will give existing customers [30] days' written notice of any material change. Continued use after that date means you accept the updated terms. Changes never apply retroactively to Customer Data already held.

13.1 These terms, with the DPA once in force, the pricing page and any signed order form, are the whole agreement.

13.2 English law applies and the courts of England and Wales have exclusive jurisdiction. [Lawyer to confirm.]

13.3 If part of these terms is unenforceable the rest continues. Neither party may transfer the contract without the other's consent, except to a successor to the business.

13.4 Contracts that must be signed by a company officer (for example an order form with enhanced terms) require the signature of an authorised officer of THE INERTIA GROUP LTD.