Terms and Conditions for The Care Handbook
1. Introduction
These Terms and Conditions (“Agreement”) govern the use of The Care Handbook platform provided by Care Handbook Ltd (“Provider”). The organisation subscribing to the service is referred to as the “Partner”. By subscribing to our services, the Partner agrees to these terms.
2. Subscription and Payment
The Partner agrees to these terms upon the generation of the first invoice.
A one-time setup fee may be charged as specified on the invoice. This covers account creation, onboarding support, initial configuration, and branded site setup. The setup fee is non-refundable once the Partner’s site has been created.
All subscriptions are provided on a minimum term of twelve (12) months and are based on the number of active named users within the applicable licence tier. Named users include any individual who requires access to the platform, regardless of contracted hours.
Subscription fees are normally billed annually in advance. At the Provider’s discretion, the annual subscription may be paid by monthly instalments. Where monthly instalments are agreed, these represent a payment schedule for the annual subscription and do not constitute a rolling monthly subscription.
Where monthly instalments are used, the Partner remains liable for the full annual subscription fee for the agreed term, regardless of the chosen payment schedule. Repeated payment failure may result in the remaining balance of the annual subscription becoming immediately due.
The Partner must arrange and maintain a standing order or other agreed recurring payment method where monthly instalments are used. The Partner is responsible for ensuring payments are made on the agreed dates. Cancellation of a payment instruction, failure to maintain the standing order, or missed instalments does not cancel the subscription.
If any payment is not received when due, the Provider may suspend access to the platform until payment is received. The Provider reserves the right to charge reasonable administration costs and statutory interest on overdue amounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
Where the annual subscription is paid in advance, the licence tier is normally agreed at the outset based on the Partner’s good-faith estimate of expected active users for the year, supporting predictable billing and minimising administrative oversight.
Where the annual subscription is paid by monthly instalments, the Provider reserves the right to carry out periodic reviews or audits of active user numbers to ensure that the licence tier accurately reflects actual usage. If the number of active named users exceeds the limits of the current tier, the appropriate tier may be applied from the date the increase occurred. The Provider will seek to discuss any tier adjustment with the Partner before applying changes.
Each user must hold an individual licence linked to a unique email address. Shared or generic accounts are not permitted.
If additional users are added during the subscription period and the total exceeds the current tier, the updated tier will normally apply from the next renewal date, avoiding mid-term adjustments.
Non-payment may result in suspension of access to the platform. A reconnection fee equal to the setup fee may apply.
The Provider reserves the right to suspend or terminate access for non-payment and to pursue any outstanding amounts due under this Agreement.
Subscriptions renew automatically for successive twelve (12) month periods unless cancelled in writing with at least ninety (90) days’ notice prior to the renewal date.
If the number of active named users materially exceeds the limits of the Partner’s current licence tier, the Provider reserves the right to adjust the subscription to the appropriate tier. Where necessary, the Provider may apply the revised tier retrospectively from the date the higher usage level became evident. The Provider will normally notify the Partner and discuss any adjustment before applying changes.
3. User Licensing
Licences are issued per individual user. Each member of staff must have their own login linked to a unique email address. Shared or generic accounts (e.g., “team@…”) are not permitted.
Licences are non-transferable and cannot be resold.
The annual licence tier is based on the Partner’s good-faith estimate of expected active users for the year. This approach supports predictable billing and minimises administrative work, with adjustments only needed where usage changes materially.
For renewal purposes, only active users are counted towards the licence tier. Archived or inactive users are excluded so that the renewal tier reflects genuine usage and is aligned with the Partner’s good-faith estimate for the forthcoming year.
4. Adjustments and Changes
The Partner may add or remove users at any time; however, changes will not reduce or alter the current subscription tier during the active billing period.
If there is a significant increase in the number of active named users during the billing period which clearly places the Partner beyond the limits of their current tier, the Provider reserves the right to apply the appropriate tier from the date the increase occurred. A “significant increase” means a sustained rise in user numbers that is not temporary or operationally incidental.
If the number of active named users decreases, the Partner may request a tier review. Any agreed reduction will normally take effect from the next renewal date.
This approach provides predictable billing for the Partner while ensuring the subscription accurately reflects the scale of usage.
5. Technical Provision
The Provider hosts the platform securely; no software installation is required.
Partners must ensure users access the platform on supported devices with a suitable internet connection. Devices should ideally be no more than four (4) years old and capable of running a modern Chromium-based browser (e.g., Google Chrome, Microsoft Edge). Other browsers (e.g., Safari, Firefox) may work but are not recommended. A stable connection such as 4G or broadband is required.
The Provider is not liable for hardware failures, malware, or viruses on Partner systems.
While we aim to maintain continuous access, uninterrupted availability is not guaranteed. Planned maintenance will be communicated wherever possible.
6. Acceptable Use
The Partner must not use the platform for any unlawful, abusive, or improper purpose, including activity that may harm the system, its performance, or other users.
The platform must not be used in a way that circumvents its intended functionality, exploits system processes, or disadvantages other users. This includes any attempt to manipulate, misuse, or interfere with features, workflows, or data for unauthorised purposes.
Attempts to access unauthorised systems, data, or administrative functions are strictly prohibited.
7. Intellectual Property
All content, code, templates, design, and training materials are the intellectual property of the Provider or its licensors.
The Partner may print or save assessment reports and certificates but must handle all data in accordance with GDPR.
Links to third-party content are provided for convenience and do not imply endorsement.
The Partner must not copy, reproduce, reverse engineer, decompile, or otherwise attempt to replicate the platform, its structure, workflows, templates, or training materials for the purpose of creating a competing product or service.
8. Support and Implementation
The Partner is responsible for preparing for implementation. The Provider will offer reasonable onboarding support.
Support is available Monday to Friday, 09:30–16:30, via email and online resources. Out-of-hours support may be provided at the Provider’s discretion in the event of a genuine system-critical emergency.
9. Changes to Pricing or Service
The Provider may update pricing with 30 days’ written notice.
Any pricing changes will apply from the Partner’s next renewal date and will not affect the current billing period.
The Provider may update, modify, add, or remove platform features, content, or functionality as part of ongoing development and service improvement.
10. Cancellation and Termination
Partners may cancel their subscription by providing 90 days’ written notice. A final invoice will be issued to cover the notice period, and access will remain active until the end of that period, provided payment is received.
If payment is cancelled, fails, or is withdrawn without notice, access to the platform will be revoked immediately and a 90-day cancellation fee will apply.
Reinstatement of services will require full payment of all outstanding invoices and a reconnection fee, where applicable.
Once user data is deleted, it cannot be recovered.
The Partner is responsible for exporting any records, reports, or documents required before the account is closed or data is deleted.
11. Data Protection and Privacy
The Provider is registered with the ICO. Full details of our Privacy Policy are available on our website.
Personal data is processed in accordance with UK GDPR.
The Provider will not share personal data with third parties without Partner consent unless required by law.
The Provider may act as either Data Controller or Data Processor depending on the context and will comply with all applicable legislation.
The Partner must avoid recording personally identifiable information unless necessary, lawful, and proportionate.
The Provider may contact users for service-related communications necessary for the operation and security of the platform. The Provider will not use user details for marketing purposes without explicit consent or written authorisation from the Partner.
12. Limitation of Liability
Nothing in this Agreement limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded under applicable law.
The Provider is not liable for indirect or consequential loss, including loss of profits, opportunities, or data.
The Provider’s total liability for any claim shall not exceed the total amount paid by the Partner in the twelve (12) months preceding the claim.
13. Dispute Resolution
Both parties agree to attempt to resolve disputes informally before considering formal legal action.
14. Governing Law
These terms are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Mutual Expectations
The Provider will act in good faith to ensure the platform remains reliable, secure, and beneficial to the Partner.
The Partner is expected to actively manage user accounts, ensure staff are trained to use the platform correctly, and report any issues promptly.
Both parties agree to communicate clearly and constructively, particularly in relation to support or technical queries.
The Provider welcomes feedback and may invite Partners to participate in development trials or consultation opportunities.
16. Custom Work and Development Requests
The Provider may, at its discretion, undertake bespoke development, configuration, or integration work at the Partner’s request.
Any custom work will require a separate written agreement confirming scope, cost, timeline, and approval process.
The Provider reserves the right to decline custom development that is not aligned with the platform’s roadmap or that may compromise system integrity or user experience.
Unless otherwise agreed in writing, all intellectual property arising from custom development will remain with the Provider.
