Legal
These Terms and Conditions (“Terms”) govern access to and use of the CritiCall Ops platform (including CAD dispatch, MDT responder, wallboard, messaging, and related modules) (“Service”) provided by the operator of CritiCall Ops (“we”, “us”, “our”, “Supplier”). Contact: contact@criticallops.co.uk.
By requesting a pilot, creating an account, logging in, paying an invoice, or otherwise using the Service, the organisation you represent (“Customer”, “you”) agrees to these Terms. If you do not agree, do not use the Service.
1.1 The Service is offered to organisations acting in the course of business (B2B). You confirm that you have authority to bind your organisation.
1.2 If you are a consumer, you must not use the Service. Nothing in these Terms affects your statutory rights where applicable law does not permit exclusion.
2.1 We grant Customer a non-exclusive, non-transferable, revocable licence to access and use the Service for internal operational purposes during the term, subject to these Terms and any order, pilot letter, or invoice.
2.2 We may provide the Service under pilot, event, subscription, or charity arrangements as agreed in writing or via invoice. Module access may be limited by licence configuration.
2.3 We may update, modify, or withdraw features at any time. We are not obliged to maintain backward compatibility or specific integrations unless expressly agreed in writing.
3.1 The Service is a software tool, not an emergency service. It does not replace professional judgment, radio systems, telephony, statutory reporting, or procedures required by law, regulation, or your organisation.
3.2 Customer is solely responsible for operational decisions, dispatch, medical response, security response, and compliance with applicable laws (including health and safety, licensing, and sector-specific requirements).
3.3 Customer must maintain adequate fallback arrangements (including manual procedures, alternative communications, and redundant records) if the Service is slow, unavailable, or inaccurate.
4.1 Customer is responsible for all activity under its accounts and for keeping credentials secure. Notify us promptly of unauthorised access.
4.2 Customer must not: (a) misuse or overload the Service; (b) attempt unauthorised access; (c) introduce malware; (d) use the Service unlawfully or in a way that harms others; (e) reverse engineer except where law permits; or (f) resell or sublicense except with our written consent.
4.3 We may suspend access immediately for breach, security risk, non-payment, or to protect the Service or other customers.
5.1 Customer data remains Customer’s responsibility. Customer is responsible for the accuracy, legality, and appropriateness of data entered into the Service.
5.2 Customer must maintain its own independent backups and exports of operational data it relies on. Do not treat the Service as your sole record of incidents, deployments, messages, or audit trails.
5.3 We implement reasonable technical and organisational measures for a developing hosted platform, but we do not guarantee uninterrupted storage, retrieval, integrity, or availability of any data. Data may be lost, corrupted, delayed, or unavailable due to software defects, maintenance, outages, third-party failures, connectivity issues, misconfiguration, user error, or events beyond our reasonable control.
5.4 To the fullest extent permitted by applicable law, we accept no liability for any loss, corruption, deletion, or failure to restore data, or for reliance on data displayed in the Service.
5.5 On termination, we may delete Customer data after a reasonable period unless law or a separate written agreement requires otherwise. Customer should export data before termination where possible.
6.1 The Service is provided without guaranteed uptime, service levels, or response times unless expressly agreed in a separate signed SLA.
6.2 Planned and emergency maintenance may occur without notice. We may perform changes that temporarily affect availability.
6.3 Support is provided on a reasonable-efforts basis via agreed channels (e.g. email). We do not guarantee resolution within any particular timeframe.
7.1 Fees are as quoted on our website, invoice, or order. Unless stated otherwise, fees are exclusive of VAT and payable in pounds sterling.
7.2 Invoices are due on the date stated. We may charge interest on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.
7.3 Pilot or charity arrangements are subject to separate approval. We may withdraw discretionary pricing at any time.
7.4 Access may be suspended or terminated for non-payment.
8.1 We (and our licensors) own all rights in the Service, software, documentation, branding, and underlying technology. No rights are granted except as expressly set out.
8.2 Customer retains ownership of Customer data. Customer grants us a licence to host, process, and display Customer data solely to provide and improve the Service, secure the platform, and comply with law.
8.3 Feedback may be used by us without restriction or compensation.
Each party may receive confidential information from the other. The receiving party will protect it using reasonable care and use it only for purposes of the relationship, except where disclosure is required by law or to professional advisers bound by confidentiality.
10.1 Except as expressly stated in writing, the Service is provided “as is” and “as available”.
10.2 We disclaim all warranties, conditions, and representations, whether express, implied, or statutory, including implied warranties of satisfactory quality, fitness for a particular purpose, and non-infringement, to the fullest extent permitted by law.
10.3 We do not warrant that the Service will be uninterrupted, error-free, secure, or free from vulnerabilities, or that it will meet Customer’s operational requirements.
11.1 Nothing in these Terms excludes or limits liability that cannot be excluded or limited under English law, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited by agreement.
11.2 Subject to clause 11.1, we shall not be liable for any:
whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable.
11.3 Subject to clauses 11.1 and 11.2, our total aggregate liability arising out of or in connection with the Service and these Terms (whether in contract, tort, or otherwise) shall not exceed the greater of:
11.4 If Customer uses the Service under a free pilot or charity arrangement with no fees paid, the cap in clause 11.3 shall be one hundred pounds (£100).
11.5 Each party acknowledges that the limitations in this clause 11 are reasonable given the nature of an early-stage software service and the fees (if any) charged.
Customer will indemnify and hold us harmless against claims, losses, and reasonable costs arising from: (a) Customer data or use of the Service in breach of these Terms or law; (b) operational decisions made using the Service; or (c) misuse of accounts by Customer’s users, except to the extent caused by our fraud or wilful misconduct.
13.1 These Terms apply from first use until terminated.
13.2 Either party may terminate on notice if the other materially breaches and (where remediable) fails to remedy within fourteen (14) days of written notice.
13.3 We may terminate or suspend immediately for non-payment, security risk, or breach of acceptable use.
13.4 On termination, access ends and licences cease. Provisions intended to survive (including clauses 5, 8, 10–12, 11, 15–18) continue in force.
Neither party is liable for failure or delay due to events beyond reasonable control, including internet or hosting failures, power loss, labour disputes, war, terrorism, pandemic, government action, or failure of third-party telecommunications — provided the affected party uses reasonable efforts to mitigate.
15.1 Each party will comply with applicable UK data protection law (including UK GDPR and the Data Protection Act 2018).
15.2 For personal data processed through the Service, the parties’ roles (controller / processor) and processing terms will be as set out in a separate data processing agreement where required. Customer is typically the controller of operational and staff data it enters.
15.3 Customer must provide any required privacy notices to its users and ensure a lawful basis for processing.
We may update these Terms by posting a new version on our website and updating the “Last updated” date. Material changes will be notified where practicable. Continued use after the effective date constitutes acceptance. If Customer objects, Customer must stop using the Service and may terminate.
17.1 Customer may not assign these Terms without our written consent. We may assign to an affiliate or successor.
17.2 If any provision is invalid, the remainder continues in effect.
17.3 No failure to enforce is a waiver.
17.4 These Terms, together with any invoice, pilot confirmation, or written agreement, constitute the entire agreement regarding the Service and supersede prior discussions on that subject.
17.5 A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.
These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that we may bring proceedings for payment in any court of competent jurisdiction.