Terms & Conditions

These terms govern your use of the Careviel website, the Careviel HR and Careviel Care platforms, and the Careviel Staff and Careviel Care mobile apps (together, the "Service"), provided by Bespoke Infotech and Creatives Ltd ("Careviel", "we", "us"). By subscribing to or using the Service you agree to these terms.

1. Definitions

• "Subscriber" / "you" — the organisation that subscribes to the Service and its authorised users.
• "Customer Data" — all data you or your users enter into the Service, including staff, care and service-user records.
• "Users" — your staff, care workers, administrators and others you authorise to use the Service.
• "Apps" — the Careviel Staff and Careviel Care mobile applications.

2. The Service & licence

Subject to these terms and payment of the applicable fees, we grant you a non-exclusive, non-transferable, revocable right to access and use the Service for your internal business purposes during your subscription. We may improve, update or modify the Service from time to time.

3. Accounts & eligibility

The Service is for organisations (and their authorised users) only, not for members of the public. You must provide accurate account information, keep credentials secure, and are responsible for all activity under your account. You must ensure each User complies with these terms. Notify us promptly of any unauthorised access.

4. Acceptable use

You must not, and must not permit any User to:

• use the Service unlawfully, or to store or transmit unlawful, infringing or harmful material;
• attempt to gain unauthorised access to the Service, other subscribers' data, or our systems;
• copy, decompile, reverse-engineer or create derivative works of the software, except as permitted by law;
• resell, sublicense or provide the Service to third parties except your own Users;
• introduce malware, or interfere with or overload the Service.

5. Fees, subscriptions & payment

• Subscription fees, plans and billing frequency are as set out at sign-up or in your order. Unless stated otherwise, fees are exclusive of VAT.
• Payments are collected by Direct Debit via GoCardless (or another method we make available). You authorise recurring collection of the applicable fees.
• Subscriptions renew automatically for successive terms unless cancelled before the renewal date.
• We may change fees for a future term by giving reasonable notice (at least 30 days before renewal).
• Fees are non-refundable except where required by law. Late or failed payments may lead to suspension (section 15).

6. Free trials & demo accounts

Where we offer a free trial or demo, the Service is provided "as is" for evaluation only, may be withdrawn at any time, and converts to a paid subscription only if you choose to continue. Demo accounts must not be used to store real personal data.

7. Your data & data protection

As between the parties, you own your Customer Data. For personal data within Customer Data, you are the data controller and we are your processor; we process it only on your instructions and in accordance with our Privacy Notice and our data-processing terms (available on request). You are responsible for having a lawful basis for the data you collect and for your own privacy notices to your staff and service users.

8. Your responsibilities (care & compliance)

Without limitation, you are responsible for: verifying medication (eMAR) and controlled-drug records and witnessing where required; confirming right-to-work, DBS and sponsorship obligations; and reviewing any output from optional AI features before relying on it. Features that assist with compliance do not transfer these legal duties to us.

9. Availability & support

We aim to keep the Service available and secure, but do not warrant that it will be uninterrupted or error-free. We may perform maintenance, ideally with notice for planned downtime. Support is provided during our normal business hours via the contact channels we publish.

10. Intellectual property

We and our licensors own all intellectual property rights in the Service, the software and our branding. These terms grant you a right to use the Service only; no ownership transfers to you. You retain all rights in your Customer Data and grant us the limited rights needed to provide the Service.

11. Third-party services & app stores

The Service integrates with third parties (for example GoCardless for payments, background-check providers, email and push-notification gateways, and optional AI providers); your use of those may be subject to their own terms. The Apps are distributed through the Apple App Store and Google Play, and your use of the Apps is also subject to those stores' terms. The app stores are not responsible for the Apps or for support.

12. Warranties & disclaimers

The Service is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we exclude all implied warranties, including fitness for a particular purpose and non-infringement. We do not warrant that the Service will meet every requirement or achieve any particular regulatory outcome.

13. Limitation of liability

Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud. Subject to that:

• we are not liable for indirect, special or consequential loss, loss of profits, revenue, goodwill, or loss or corruption of data beyond our reasonable control;
• our total aggregate liability arising out of or in connection with the Service in any 12-month period is limited to the fees you paid to us for the Service in that period.

14. Indemnity

You will indemnify us against claims, losses and costs arising from your Customer Data, your use of the Service in breach of these terms, or your breach of applicable law or third-party rights.

15. Term, suspension & termination

• These terms apply for as long as you use the Service or hold a subscription.
• Either party may terminate for material breach not remedied within 30 days of notice.
• We may suspend access for non-payment, security risk, or serious breach, restoring it once resolved.
• On termination, your right to use the Service ends. For a limited period we will make your Customer Data available for export, after which we will return or securely delete it in line with our Privacy Notice and your instructions.

16. Changes

We may update these terms from time to time. The "last updated" date shows the current version and we will notify subscribers of material changes. Continued use after changes take effect constitutes acceptance.

17. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that we may seek injunctive relief in any competent court.

18. General

• Entire agreement: these terms (with any order and our Privacy Notice and data-processing terms) are the entire agreement between us.
• Assignment: you may not assign these terms without our consent; we may assign to an affiliate or successor.
• Severability: if any provision is unenforceable, the rest continues in force.
• Waiver: failure to enforce a term is not a waiver of it.
• Force majeure: neither party is liable for delay or failure caused by events beyond its reasonable control.
• Notices: we may give notice by email or in-product; you may contact us at the address below.
• Third parties: no one other than the parties has rights under these terms.

19. Contact