Legal
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Effective 31 August 2026
These Terms and Conditions ("Terms") govern access to and use of the public ServiceRecord website available at https://servicerecord.co.uk (the "Website"), the ServiceRecord software platform available at https://servicerecord.app, including any associated subdomains through which it is provided (the "Platform"), and any related products, services, software, applications, features or functionality that SERVICE RECORD LTD expressly makes subject to these Terms from time to time. The Website, Platform and those related offerings are collectively referred to as the "Services".
These Terms are between SERVICE RECORD LTD, trading as ServiceRecord ("ServiceRecord", "we", "us" or "our"), and the business or organisation subscribing to or using the Services (the "Customer"). The Services are provided solely for business purposes. By accepting these Terms, creating an Account, placing an Order or using a Service, you confirm that you are acting in the course of a trade, business, craft or profession and not as a consumer. Anyone accepting these Terms on behalf of an organisation confirms that they have authority to bind that organisation to the Agreement.
By clicking to accept these Terms during account creation, accepting an Order, creating an Account or using the Platform after these Terms have been presented to you, you agree to be bound by the Agreement. If you do not agree to these Terms, you must not create an Account or access or use the Platform or any other Service that is subject to them.
In these Terms:
The agreement between ServiceRecord and the Customer consists of these Terms, any applicable Order accepted by the parties and any service-specific terms or schedule expressly presented as applying to a Service (together, the "Agreement"). An Order may set out the applicable plan, subscription period, fees, usage limits, payment terms and any other agreed commercial arrangements.
Service-specific terms or a schedule will take priority over these Terms only in relation to the relevant Service and only to the extent of a conflict. An Order will take priority over these Terms or any service-specific terms only to the extent that it expressly states that it overrides the relevant provision. A purchase order issued by the Customer is for administrative purposes only and does not amend or replace the Agreement unless expressly agreed by us in writing.
The Agreement starts on the earliest of:
We are a digital-services platform for designing, publishing and managing structured forms and workflows, collecting submissions, directing delivery to configured storage, controlling workspace access, maintaining service versions and recording audit events. AI-assisted drafting features can create a draft from a prompt or uploaded material.
The features, user seats, service limits, submission limits, AI allowances, support and storage options included in the service depend on the selected plan or order. We will provide the service with reasonable skill and care and in material accordance with the plan description and any agreed documentation. The Website and Services are operated by:
Our current registered office address and statutory company details are shown in the footer of this website. Questions about these Terms can be sent through our Contact Us form.
You may use the Services only if you are legally capable of entering into a binding agreement. If you use the Services on behalf of a company, organisation or other legal entity, you confirm that you have authority to bind that entity to these Terms.
In that case, references to "you" include both you personally and the relevant entity, as appropriate.
The Customer must provide accurate and current information when creating and administering its account. The Customer is responsible for:
The Customer is responsible for activity carried out through its account by its authorised users.
The Customer must notify us without undue delay if it becomes aware of any suspected unauthorised access, compromise or security incident relating to its use of the Service. We may rely on instructions received from a person reasonably appearing to be authorised to act on behalf of the Customer.
ServiceRecord provides a digital platform that enables customers to create, manage and operate digital services, forms, workflows and related functionality. The features, functionality, user access, usage limits, storage options, support and other elements of the Service available to the Customer will depend on the applicable plan, trial offer, Order or features made available through the Service from time to time.
We may introduce additional products, services, features or functionality from time to time. These Terms apply to an additional offering only where we expressly state that it forms part of the Services or is governed by these Terms. An additional offering may be subject to an Order, service-specific terms or a schedule in accordance with Section 3.
We will provide the Service using reasonable skill and care.
Unless expressly agreed otherwise in an Order, the Service is provided as a standard subscription service and we do not guarantee that any particular feature, integration or functionality will remain available indefinitely.
We may offer free trials, demonstrations, promotional access or other offers from time to time.
The availability, eligibility requirements, duration, features, limits and other conditions of any trial or promotional offer will be those displayed or communicated to the Customer at the time the offer is made.
Unless expressly stated otherwise, a trial or promotional offer does not automatically convert into a paid subscription. We may take reasonable steps to prevent duplicate, fraudulent, abusive or otherwise ineligible use of trials or promotional offers. We may withdraw, suspend or terminate a trial or promotional offer where we reasonably believe that the relevant eligibility requirements have not been met or the offer has been used fraudulently or abusively.
The fees, billing frequency, payment method and applicable usage limits for the Service will be as shown in the applicable plan, checkout process or Order. Unless otherwise stated, subscription fees are payable in advance. The Customer authorises us and our payment service providers to collect applicable fees, taxes and other amounts due using the payment method selected by the Customer.
The Customer must ensure that its billing and payment information remains accurate and current. If a payment fails or an undisputed amount remains overdue, we may, after giving reasonable notice where practicable, retry the payment and restrict or suspend access to all or part of the Service until the relevant amount is paid. Fees are non-refundable except where expressly stated in the Agreement, agreed in writing by us or required by applicable law.
The Customer is responsible for all applicable taxes, duties and governmental charges relating to its purchase or use of the Service, excluding taxes based on our net income.
Payments are processed through Stripe or another payment provider we may make available. By making a payment, you agree to provide accurate payment information and authorise the relevant payment provider to process the payment.
We do not ordinarily store your complete payment card details.
If your payment fails, is reversed, disputed or charged back, we may suspend or restrict access to paid Services until the matter has been resolved.
The Customer’s subscription to the Service will continue for the subscription period selected by the Customer or specified in the applicable Order (the Subscription Period). Unless otherwise stated in the applicable plan, checkout or Order, subscription fees are payable in advance for each Subscription Period.
At the end of the current Subscription Period, the Subscription will automatically renew for a further Subscription Period of the same duration, unless either party gives notice that the Subscription will not renew at the end of the then-current Subscription Period.
The Customer may cancel or give notice of non-renewal through the cancellation functionality made available in the Service or by any other method specified by ServiceRecord. Cancellation or notice of non-renewal will prevent the Subscription from renewing for a further Subscription Period. It will not terminate the current Subscription Period early or entitle the Customer to a refund for any unused part of that period, except where otherwise expressly provided in these Terms, an applicable Order or required by applicable law.
ServiceRecord may give notice that it does not wish to renew the Subscription at the end of the then-current Subscription Period. Where ServiceRecord gives notice of non-renewal, the Customer will continue to have access to the Service until the end of the Subscription Period for which it has already paid, subject to ServiceRecord’s rights to suspend or terminate the Agreement in accordance with these Terms.
An annual Subscription is a commitment for the full annual Subscription Period and the annual fee is payable in advance. A request to change from annual to monthly billing, whether or not it also changes the plan tier, will take effect only at the next renewal date. It will not shorten the current annual Subscription Period.
A change to a higher plan tier may take effect immediately only where that option is made available through the Service, the current Subscription remains active, the change does not move an annual Subscription to monthly billing, and any payment due for the change is successfully collected. An immediate upgrade during an annual Subscription must retain annual billing. A change from monthly to annual billing may also take effect immediately, in which case a new annual Subscription Period and renewal date will begin on the date of the change.
For an immediate change, the payment provider will calculate any applicable pro-rata adjustment. For an upgrade that retains the same billing frequency, this will ordinarily charge the difference between the current and new plan for the unused part of the current Subscription Period. For an immediate change from monthly to annual billing, the amount may take account of unused value from the monthly period before charging for the new annual period. The amount due and the resulting renewal date will be shown before the Customer confirms the change, and payment is due immediately. If payment cannot be collected, the change will not take effect.
A change to a lower plan tier, or another change that reduces the applicable features or limits, will take effect only at the end of the current Subscription Period. Until then, the Customer will retain the current plan and remain subject to the current fees. Scheduling or cancelling a downgrade does not produce an automatic refund or credit for any part of the current Subscription Period.
The Customer may move to a lower plan only if its use of the Service is within that plan’s limits, including applicable limits for users, services or forms, hosted storage and any other metered resources. Eligibility may be checked when the change is requested and rechecked when it is due to take effect. The Customer is responsible for reducing its usage before the applicable check.
If a requested downgrade is blocked before it takes effect, the Customer will be told which limits are exceeded. Where the payment provider has not already applied the change, the current plan will continue and the Customer will continue to be billed for it until its usage becomes eligible and the change can take effect, or the Customer cancels the requested change. Where the payment provider has already applied the lower plan at renewal, the lower plan and its limits will take effect; existing Customer Content will not be deleted solely because a limit is exceeded, but the Customer may be prevented from adding users, services, forms, files or other resources until its usage is reduced to within the applicable limits.
A plan change, cancellation or notice of non-renewal does not entitle the Customer to an automatic refund or credit for fees already paid or for unused time in the current Subscription Period, except where expressly stated in the Agreement, agreed by ServiceRecord in writing or required by applicable law.
When a Subscription ends and is not renewed, the Customer’s access to the Service will end in accordance with Section 29 (Termination).
The Customer remains responsible for exporting any Customer Content it wishes to retain before the end of the applicable data-access or retention period. Any deletion or return of Customer personal data will be carried out in accordance with the Data Processing Terms.
"Customer Content" means information, data, documents, files, materials, configurations, prompts, submissions and other content submitted to, uploaded to, created through or otherwise processed using the Service on behalf of the Customer. As between the parties, the Customer retains its rights in Customer Content.
The Customer grants ServiceRecord a non-exclusive, worldwide, royalty-free licence to host, store, copy, process, transmit, convert and otherwise use Customer Content only to the extent reasonably necessary to provide, secure, maintain and support the Service and comply with applicable law.
The Customer is responsible for:
ServiceRecord provides tools and functionality. The availability or use of those tools does not, by itself, make the Customer’s activities, services or processing operations legally or regulatorily compliant.
The Service may include AI-assisted features from time to time. AI-generated content is provided as a draft or assistance tool and may be incomplete, inaccurate, inappropriate or unsuitable for the Customer’s intended purpose.
The Customer is responsible for reviewing, testing and approving any AI-generated output before publishing, implementing, relying on or otherwise using it. The Customer must ensure that it has the necessary rights and authority before submitting information, documents or other material to an AI-assisted feature.
We do not guarantee the accuracy, completeness, originality, exclusivity, suitability or availability of AI-generated output or any particular AI functionality. We may modify, suspend, replace or discontinue AI-assisted features where reasonably necessary for technical, legal, security, supplier or product reasons.
Fees paid for the Services are non-refundable except where expressly stated in the Agreement, agreed by ServiceRecord in writing or required by applicable law. If a refund is due, ServiceRecord may process it using the original payment method where possible.
We and our licensors retain all rights, title and interest in the Service and all related software, technology, documentation, designs, branding and intellectual property rights, excluding Customer Content. Subject to the Customer’s compliance with the Agreement and payment of applicable fees, we grant the Customer a limited, non-exclusive, non-transferable and non-sublicensable right for its authorised users to access and use the Service for its internal business purposes during the applicable subscription period.
The Customer must not use our name, trademarks or branding without our prior written consent. If the Customer provides feedback, suggestions or recommendations about the Service, the Customer grants us a worldwide, perpetual, royalty-free right to use that feedback without restriction, provided we do not disclose the Customer’s confidential information.
The Service may allow the Customer to connect or use third-party services, storage providers, applications or integrations. Where the Customer chooses and configures a third-party service, the Customer is responsible for:
We are not responsible for the availability, security, acts, omissions, changes or failures of a third-party service outside our reasonable control. Nothing in this section excludes liability for our own breach of the Agreement or failure to exercise reasonable care and skill in providing the Service.
This section applies where ServiceRecord processes personal data contained in Customer Content on behalf of the Customer. Where this section applies, the Customer acts as controller and ServiceRecord acts as processor, except where the Customer itself acts as processor for another controller, in which case ServiceRecord acts as a sub-processor to the extent applicable.
We will process Customer personal data only on the Customer’s documented instructions, including the instructions contained in the Agreement and the Customer’s use and configuration of the Service, unless applicable law requires otherwise. Where legally permitted, we will inform the Customer before processing personal data pursuant to a legal requirement. We will inform the Customer if, in our opinion, an instruction infringes applicable data-protection law.
We will ensure that persons authorised to process Customer personal data are subject to an appropriate duty of confidentiality.
We will implement appropriate technical and organisational measures designed to provide a level of security appropriate to the risk, taking account of the requirements of applicable data-protection law.
We will notify the Customer without undue delay after becoming aware of a personal data breach affecting Customer personal data and will provide such information as is reasonably available to us to assist the Customer in meeting its legal obligations.
Taking account of the nature of the processing and the information available to us, we will provide reasonable assistance to the Customer in relation to: requests from data subjects exercising their rights; security obligations; personal data breach notifications; data protection impact assessments; and consultations with supervisory authorities, to the extent required of us by applicable data-protection law.
Where assistance is requested outside the normal operation of the Service, we may charge reasonable fees for the additional work involved, provided this is permitted by applicable law.
At the end of the provision of the Service, we will, at the Customer’s choice, delete or return Customer personal data, unless applicable law requires us to retain it.
Data contained in backup or disaster-recovery systems may be retained until deleted in accordance with our normal backup lifecycle, provided that it is not used for ordinary operational purposes except where necessary for restoration, security or legal compliance.
We will make available information reasonably necessary to demonstrate compliance with our obligations under this section. Where required by applicable data-protection law, we will allow for and contribute to audits or inspections by the Customer or its mandated auditor, subject to reasonable advance notice, confidentiality, security and access requirements. We may satisfy audit obligations by providing relevant independent audit reports, certifications or other compliance information where these reasonably demonstrate compliance.
The Customer gives general authorisation for us to appoint sub-processors where reasonably required to provide, support, secure or maintain the Service. We will ensure that any sub-processor engaged to process Customer personal data is subject to written obligations which provide the level of protection required by applicable data-protection law.
Where required by applicable data-protection law, we will provide notice of intended changes to sub-processors and allow the Customer to object on reasonable data-protection grounds. We remain responsible for the performance of our applicable data-protection obligations by our sub-processors to the extent required by applicable law.
Where the processing of Customer personal data involves a restricted transfer, we will ensure that an appropriate lawful transfer mechanism and any supplementary measures required by applicable data-protection law are used. The Customer is responsible for transfers arising from a third-party destination or integration independently selected and controlled by the Customer, except to the extent we are legally responsible for the relevant transfer.
The subject matter of the processing is the provision of the Service.
The duration of the processing is the duration of the Agreement and any applicable period required for the return or deletion of Customer personal data. The nature and purpose of the processing are to host, store, organise, retrieve, transmit, validate, convert, support, secure and otherwise process Customer personal data as necessary to provide the Service in accordance with the Customer’s documented instructions. The categories of data subjects are determined by the Customer and may include the Customer’s users, employees, contractors, customers, suppliers, applicants, service users and other individuals whose personal data the Customer chooses to process through the Service. The types of personal data may include identifiers, contact information, account information, form responses, documents, files, signatures, technical and audit information and, where configured by the Customer, special-category or criminal-offence data.
The Customer and its users must not use the Service to:
We will use reasonable skill and care in operating, maintaining and supporting the Service. Unless expressly agreed otherwise in an Order, we do not provide a guaranteed uptime level or service credits.
The availability of the Service may be affected by maintenance, security measures, internet and telecommunications networks, third-party services and other circumstances outside our reasonable control. We may update, modify, improve or change the Service from time to time.
We may also suspend, replace or discontinue a feature or integration where reasonably necessary for security, legal, technical, supplier or product-development reasons.
We warrant that we have authority to enter into the Agreement and will provide the Service using reasonable skill and care. Except as expressly stated in the Agreement, and to the maximum extent permitted by applicable law, the Service is provided without additional warranties, representations or guarantees.
We do not warrant that:
The Customer remains responsible for determining whether the Service is suitable for its intended use and requirements.
Nothing in the Agreement excludes or limits either party’s liability to the extent that it cannot lawfully be excluded or limited, including liability for: death or personal injury caused by its negligence; fraud or fraudulent misrepresentation; or any other liability which applicable law does not permit to be excluded or limited.
Subject to the paragraph above, neither party shall be liable to the other, whether in contract, tort (including negligence), breach of statutory duty, misrepresentation or otherwise, for: any indirect or consequential loss; loss of profit, revenue, business, contracts, anticipated savings or business opportunity; loss of goodwill or damage to reputation; loss, corruption or alteration of data, except to the extent directly caused by that party’s failure to comply with its express obligations under the Agreement; or any loss arising from a third-party service, storage destination, integration or provider selected or controlled by the Customer, except to the extent caused by ServiceRecord’s breach of the Agreement or failure to exercise reasonable care and skill.
Subject to the provisions above, ServiceRecord’s total aggregate liability arising out of or in connection with the Agreement shall not exceed the greater of:
Where the Agreement has existed for less than 12 months, the 12-month period referred to above means the shorter period during which the Agreement has existed.
The limitations and exclusions in this section apply to all claims arising out of or in connection with the Agreement, whether arising from one event or a series of related events. The Customer acknowledges that the fees charged for the Service have been calculated on the basis of the allocation of risk and limitations of liability set out in the Agreement.
For the purposes of this Agreement, "Confidential Information" means non-public commercial, financial, technical, security, operational or business information disclosed by or on behalf of one party to the other in connection with the Agreement.
Each party must keep the other party’s Confidential Information confidential and use it only for the purposes of performing or exercising its rights under the Agreement.
Confidential Information does not include information that:
A receiving party may disclose the other party’s Confidential Information: (a) to its employees, officers, contractors, professional advisers and service providers who need to know it for purposes connected with the Agreement, provided that they are subject to appropriate confidentiality obligations; and (b) where disclosure is required by applicable law, a court, regulator or competent authority.
The receiving party remains responsible for protecting Confidential Information appropriately and, where disclosure is made under paragraph (a), for ensuring that the recipient uses it only for purposes connected with the Agreement and maintains appropriate confidentiality.
If you use the Services on behalf of a business, you will indemnify us against reasonable losses, liabilities, damages, costs and expenses arising directly from:
except to the extent that the relevant loss is caused by our negligence, breach of these Terms or unlawful conduct.
We may change fees for a future subscription or renewal period by giving the Customer reasonable prior notice. We may update these Terms where reasonably necessary to reflect changes in law, security requirements, the Service, suppliers or our business operations.
Where a change materially affects the Customer’s rights or obligations, we will provide reasonable advance notice unless a shorter period is reasonably necessary to comply with law, address a security issue or prevent material harm. Continued use of the Service after the updated Terms take effect constitutes acceptance of the updated Terms, subject to any mandatory legal requirements.
Neither party is liable for delay or failure to perform an obligation caused by circumstances outside its reasonable control, provided that payment obligations already due are not excused. A failure or delay to exercise a right does not waive that right.
The Agreement constitutes the entire agreement between the parties in relation to its subject matter and supersedes previous discussions or understandings relating to that subject matter. Nothing in this provision excludes liability for fraud. No person other than the parties has any right to enforce the Agreement under the Contracts (Rights of Third Parties) Act 1999. Nothing in the Agreement creates a partnership, joint venture, agency, employment or fiduciary relationship between the parties.
Notices relating to a material breach, termination or legal claim must be sent to the relevant contact details notified by the parties for that purpose. Routine operational communications may be sent through the Service or to the relevant account or administrative contact.
The Agreement and any dispute or claim arising out of or in connection with it, including any non-contractual dispute or claim, are governed by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Agreement, including any non-contractual dispute or claim.
If any provision of the Agreement is held to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. Any modification or deletion shall not affect the validity and enforceability of the remaining provisions of the Agreement.
The Customer may not assign, transfer, charge, subcontract or otherwise deal with any of its rights or obligations under the Agreement without ServiceRecord’s prior written consent. ServiceRecord may assign, transfer or otherwise deal with the Agreement or its rights and obligations under it as part of a merger, restructuring, financing, reorganisation or sale of all or a substantial part of its business or assets, or to an affiliate or successor in connection with such a transaction.
We may suspend or restrict access to the Service where reasonably necessary to:
Where reasonably practicable, we will provide notice and an opportunity to remedy the relevant issue before suspension. We may act immediately where delay could reasonably create a material security, legal or operational risk. Either party may terminate the Agreement if the other party commits a material breach and fails to remedy that breach within 30 days after receiving written notice requiring it to do so. On expiry or termination of the applicable subscription, access to the Service may be restricted or withdrawn. The Customer is responsible for exporting Customer Content before the applicable data-retention or deletion period ends.
We may make Customer Content available for export for a limited period following expiry or termination, as described in the applicable plan, Order or Service. After the applicable export period, we may delete Customer Content in accordance with the Agreement, our applicable retention arrangements and applicable law. Termination does not affect rights or obligations accrued before termination. Provisions which by their nature are intended to survive termination will continue to apply.
If you have questions, complaints or concerns about the Website, Services or these Terms, please use our Contact Us form.
Our current registered office address and statutory company details are shown in the footer of this website.
Our team can walk through specifics with your legal, IT or procurement contacts.