Terms of Service

1 Acceptance of these terms

By browsing this website, by requesting a briefing, by signing an order or by using any platform we supply, you agree to these terms of service and to the privacy policy that sits alongside them. If you represent an organisation, you confirm that you have authority to bind that organisation and that the organisation will honour the agreement.

If you do not agree with any part of these terms, do not use the service and do not place an order. A decision made in the calm of a first briefing is easier to reverse than a disagreement discovered mid-pilot.

2 Definitions

The words below carry a fixed meaning throughout this document so there is no room for a later dispute about a bare term.

• Company or GHFHEALTH LIMITED: the supplier described at 19 Wingate Way, ST. ALBANS - AL1 5RF, United Kingdom (GB).
• Customer: the organisation or person who buys or licenses the service and who is bound by an order.
• Service: the platforms, the dashboards, the rota and handover tools and the related help we supply under the order.
• User: a named person given an account by the customer on the service.
• Care record: information about a person receiving care that passes through the service.
• Order form: the written record of the service, duration and fee that the parties sign.

Where a definition applies in a specific section it is stated there too, so the reader does not have to keep one eye on this list.

3 Who we are and how to reach us

GHFHEALTH LIMITED supplies software for care coordination, remote monitoring and handover routines to community health teams across the United Kingdom. The company registered address and the contact numbers appear at the foot of this page and in the footer of the website.

All formal notices under these terms should be sent in writing to the registered address or by email to connect@ghfhealth.lol. A message left by phone is returned, but a written notice is the safer way to begin any dispute or to exercise a termination right.

4 The services we provide

The service is a group of connected tools that help a care team keep its rounds visible and its handovers orderly. The main elements are listed here to set the expectation of what you are buying.

• Patient coordination platforms that collect admissions, assignments, observations and notes in a shared record.
• Remote monitoring dashboards that draw vital readings as a clear trend and raise a flag when a reading slips.
• Rota and handover systems that make the shift change orderly and leave an honest trail.
• Medication schedule trackers that keep each person on time and on dose with a visible record.
• Family notification portals that share an approved view of the day with trusted relatives.
• Care audit trails that record who did what and when for assurance and for learning.

The precise scope of a project is fixed in the order form. We deliver what the order says, and we do not quietly add or remove functions without telling you in writing.

5 Orders, agreements and start dates

An order begins when both parties sign an order form that names the service, the number of wards or users, the starting date and the price. Until signatures are on the form there is no binding commitment on either side, however long the conversation has run.

A pilot is a short order with a clear end date and a defined scope, designed so the customer can test the service on one wing before a wider rollout. If it suits you we will agree the pilot boundaries in writing so that what happens in the pilot does not silently become a wider contract.

We provide the credentials and the setup detail on the agreed start date, and the term then runs for the period stated in the order unless it is renewed or ended under section 18.

6 Fees, invoicing and payment

The fees for the service are set out in the order form and are stated either as a fixed sum for the term or as a recurring amount that covers the stated users or wards. Fees are exclusive of any taxes unless the order says otherwise.

We invoice in advance or in arrears in the way the order states, and payment is due within the days allowed on the invoice. We may pause a dormant account for an unpaid invoice after giving written notice, but we will not remove care records until the end of the agreed data export at termination.

If the customer adds users or wards beyond the agreed number, the fee adjusts at the rate in the order. We tell you in writing before we charge any extra, so an expanding team is never surprised by an invoice.

7 Your obligations as the customer

A smooth service depends as much on the customer habits as on our software, so we set the expectations plainly here.

• Provide accurate details about the wards, the rota and the people who will hold accounts.
• Give your users the training they need to sign in, observe and hand over correctly.
• Keep passwords private and report any account you suspect has been misused.
• Hold the lawful authority and consent to put any care record into the service.
• Tell us about a fault, a build error or a data worry as soon as you find one.
• Use the service for the care it is designed for and not for an unauthorised purpose.

Where a duty falls to you and is missed, the responsibility stays with you rather than passing to us. This is fair because you hold the direct relationship with the people receiving care and the staff on your rota.

8 Access, accounts and security

Each user is issued an individual account so that the audit trail can tell one person from another. Shared logins are forbidden because they make the record meaningless and the ward unsafe when a question is asked about who acted.

You decide who holds an account and you may retire an account when a person leaves. We provide the tools to set roles so that a user sees only the area and the data that user needs. Keeping these roles current is part of your section 7 duties, and we will help a named administrator make the changes on request.

We keep the infrastructure that hosts the records under the security measures set out in the privacy policy, and we will tell you promptly if we become aware of a matter that touches the safety of your records.

9 Availability and service levels

We aim to keep the service available around the clock, because a night care team has no convenient hour for an outage. Planned maintenance that may interrupt a ward is scheduled for a quiet window and announced in advance where that is practical.

Ordinary levels are agreed in the order. Where we miss a written availability target through no fault of yours, the remedy is stated in the order, commonly as a credit against the next invoice or an extension of the term. A credit is not a payment to you, so it is set out as a service remedy rather than a cash value.

An occasional lapse cannot make every night unreliable. We hold ourselves to the level we can honestly sustain, and we measure the record so the claim is easy to check rather than hidden behind fine print.

10 Data and care records

Care records are the most sensitive thing the service holds, so this section separates who owns the records from who keeps them safe. As between you and us, the care records that you choose to put into the service belong to you or to the person receiving care, under the authority you hold. We hold the records as a processor for you and we do not claim ownership of them.

We process the records only to run the service and to obey the law. We will not use your records for our own marketing, we will not sell them and we will not pass them to a third party except to operate the service or to meet a legal duty.

On termination we help you export the records you need in a common format within the period stated in the order. After the export we erase our copies on the agreed schedule in line with the privacy policy. If your records were supplied to us further to their own clinical record standards, we follow the retention rules that apply to that kind of record.

11 Intellectual property

The software, the designs, the instructions, the screen layouts and the underlying code of the service remain the property of GHFHEALTH LIMITED or its rightful licensors. What you buy is a right to use the service for your own care, not a transfer of its ownership.

We grant you a non-exclusive right to use the service for the term and for the purposes the order states, subject to the limits here. You may not copy, resell, rent or reverse-engineer the service beyond what the law allows, and you may not build a competing product from what we show you.

Nothing in this agreement stops you from keeping your own care records or moving them to another system, and nothing here changes who owns those records. The boundary between your data and our software is deliberate and both sides respect it.

12 Confidential information

Each side may see the other side confidential material while the relationship runs, such as a care standard, a fee structure or a plan for a new ward. Both sides agree to use that material only for the agreement and to guard it as carefully as they guard their own similar secrets.

This duty of confidence does not apply to information that is already public, that lawfully reaches a party from elsewhere, or that a law or a regulator insists must be disclosed. The duty survives the end of the agreement for a reasonable period, so that the trust built during the term does not simply dissolve at the close.

13 Suitability for care and clinical use

The service supports care teams with records, reminders and trends, but it does not replace the judgement of a qualified clinician or carer. A monitor that flags a low reading and a tracker that lists a dose are tools that help a human decide; they are not themselves the diagnosis or the treatment.

You remain responsible for deciding how the service is used in clinical practice, for confirming that its use fits your local protocols and for the professional decisions made by your staff. Where a national care standard or a regulator sets a requirement, you confirm that the way you run the service meets that requirement in your setting.

We will tell you honestly what the service does and does not do, and we will never present it as a substitute for the care itself. If you rely on us for a judgement that only your team can make, the mistake is not ours to carry alone.

14 Liability and limitation

Nothing in these terms excludes a liability that the law does not allow a supplier to exclude, such as liability arising from fraud, from death or personal injury caused by negligence, or from any duty that cannot lawfully be limited.

To the extent the law allows, our total liability to you under this agreement is limited to the fees you have paid us in the twelve months before the event giving rise to the claim. We are not liable for any indirect or consequential loss, which includes lost profit, lost opportunity, loss of goodwill and the cost of cover, unless that loss was a reasonably foreseeable result of our breach.

A limit on liability is not an admission that we expect to fail. It is the honest frame that lets both sides price the risk and plan for a long relationship rather than fear the one bad day.

15 Warranties and disclaimers

We warrant that the service will be provided with reasonable skill and care, that it will match the description in the order in all material ways and that we hold the rights needed to supply it. If a material fault appears, we will correct it within a reasonable time at no charge.

The service is otherwise provided as available, and we give no warranty that it will be free from every fault, that it will work with every device, or that it will meet a use the order did not promise. Care decisions remain yours under section 13, and we make no warranty that software alone secures a particular clinical outcome.

When the customer carries a fix or a habit that the order relies upon, such as keeping accounts current or entering data in the right field, our warranty runs fairly next to that duty rather than replacing it.

16 Indemnity

You agree to indemnify GHFHEALTH LIMITED against a claim, loss or damage that arises because the care records you supplied were put into the service without proper authority, or because you used the service in a way that broke the law or these terms. That indemnity is a fair mirror of your section 7 duty to hold the lawful basis for the records.

We will tell you promptly if a claim covered by this indemnity is made and we will give you a reasonable chance to take part in the defence. The indemnity does not cover a loss that flows from our own breach of these terms, because it is not meant to shield us from our own fault.

17 Changes to the service and these terms

We may improve the service by adding functions, by fixing faults and by retiring features that are no longer useful, and we may adjust these terms as the law or the service evolves. We will not use a minor change to strip away a right that matters to you.

We give written notice of a material change a reasonable time before it takes effect. If you object to a change, you may end the agreement for the remaining term with the effect of section 18. Where you keep using the service after a change is announced, you accept the new form of the terms.

18 Suspension and termination

Either side may end the agreement at the end of the stated term by written notice given within the period the order allows, usually thirty days. During the term, either side may end the agreement immediately in writing if the other commits a serious breach and fails to put it right within fourteen days of being told.

We may suspend access to protect the records or the service from harm, for example where an account is used unlawfully or a fee is overdue. A suspension is a holding action rather than an end of the agreement, and we restore the service as soon as the reason for it is resolved.

Ending the agreement does not end your section 10 rights to export records or your duty to pay for what you used. Where a breach is cured we prefer to keep the ward running, so we treat termination as the last resort rather than the first response.

19 What happens when a duty is missed

A missed duty on either side is first a problem to fix, not a reason to fight. When we are told of a fault, a gap or a concern we respond within the working time set out in the order and we keep you informed until the matter is closed.

Where the fix needs a decision about who carries the cost, we settle it against these terms. Where a fault was ours we correct and re-check it; where it flowed from a duty that was yours we help you put it right while being clear that the responsibility was yours to carry.

We keep a plain record of a serious incident so that both sides can learn from it. That honesty is part of the working relationship the terms are built to protect.

20 Governing law and disputes

These terms are governed by the law of England and Wales, and if a dispute reaches a court it will be heard in the courts of England and Wales. That choice is practical for a company registered in the United Kingdom and it lets both sides rely on a familiar legal frame.

Before any court case the parties will first try to settle the dispute by a good faith discussion, then by a structured mediation at a neutral venue if that seems likely to help. We ask for these steps not to delay your rights but to give a working relationship a fair chance to survive a difference in opinion.

Nothing in this section stops either side seeking an urgent order from a court where delay would cause real harm, such as to protect a care record or to stop a breach of confidence.