1. Agreement to terms
By accessing the ServPatch website or using the ServPatch platform, you agree to these Terms of Service. If you are agreeing on behalf of an organisation, you confirm you have the authority to bind that organisation.
2. The service
ServPatch provides mobile first care management software covering digital care records, medication tracking, rostering, incident reporting and CQC evidence tools for UK care homes and domiciliary care providers. Features available to a given customer depend on their selected plan.
3. Trials
Where offered, a free trial period runs for the duration stated at sign-up, typically three months. We may ask for feedback during the trial to help scope the right plan. Either party may end a trial at any time; no card or payment commitment is required to start a trial.
4. Customer responsibilities
- Provide accurate account and organisational information
- Keep staff login credentials secure and not shared between individuals
- Use the platform in line with applicable care regulations and safeguarding duties
- Ensure only authorised staff access resident or service-user records
- Notify us promptly of any suspected unauthorised access
5. Data ownership
Care record data entered into ServPatch by a customer remains owned by that customer. ServPatch acts as a data processor for this data, in line with our Data Processing Agreement, and does not use it for purposes beyond providing and improving the service, as agreed with the customer.
6. Fees and billing
Pricing is agreed per customer based on service size, modules and implementation support, as set out in an order form or plan agreement. Fees are billed on the schedule agreed at sign-up. Continued use of the platform after a trial constitutes acceptance of the applicable plan pricing.
7. Availability and support
We aim to keep the platform available at all times and will give reasonable notice of planned maintenance. Support is provided through the channels agreed at onboarding, with implementation leads available during the trial and support arrangements continuing under the customer's plan.
8. Acceptable use
You agree not to misuse the platform, including attempting unauthorised access, reverse engineering the software, or using the service in a way that breaches applicable law, including data protection and care regulation requirements.
9. Termination
Either party may terminate an agreement in line with the notice period set out in the customer's plan. On termination, customer data is exported or deleted in line with our Privacy Policy and Data Processing Agreement.
10. Liability
ServPatch is provided to support, not replace, professional care judgement. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited under UK law. Beyond that, our liability is limited as set out in the relevant customer agreement.
11. Changes to these terms
We may update these terms from time to time. Material changes affecting existing customers will be communicated in advance where reasonably possible.
12. Governing law
These terms are governed by the laws of England & Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England & Wales.
13. Contact us
Questions about these terms can be sent to [email protected].