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 CritiCall Ops Ltd (company number 17364960, registered in England and Wales) (“we”, “us”, “our”, “Supplier”). Registered office: 66 Paul Street, London EC2A 4NA. Contact: contact@criticallops.co.uk.
By exploring the live demo, requesting paid access, 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 event, subscription, charity, or (where already agreed) evaluation arrangements as confirmed in writing or via invoice. Module access may be limited by licence configuration.
2.3 New customers. We no longer open new self-serve private trials. We have moved evaluation to a shared live demo because, in practice, organisations gain more from a realistic seeded demo environment than from empty standalone trial tenants. The change is also stronger on security and data-protection grounds: it limits unmanaged private-tenant sprawl, demo content resets on a published schedule, and visitors must not enter real personal, clinical, or operational data. The live demo is at respond.criticallops.co.uk/demo. Demo use is for evaluation only and does not create a paid tenancy.
2.4 Paid access. When you are ready for your own tenant, contact us at contact@criticallops.co.uk or via our website. Fees follow our published pricing at criticallops.co.uk/pricing.html (or a written Order Schedule). Payment may be by invoice and/or via Stripe.
2.5 Existing trials (grandfathered). Organisations that already hold an active free trial under a prior written confirmation keep that access until the trial end date we confirmed. Clauses 2.6 to 2.8 apply only to those existing trials. New applicants cannot rely on those clauses to demand a private trial.
2.6 For an existing trial, Customer may cancel at any time before the trial end date by contacting contact@criticallops.co.uk or using End trial in the CAD (where available). If we receive cancellation before the trial end date, no trial fee is charged. Access ends on cancellation or at the confirmed trial end date, whichever is sooner, unless we agree otherwise in writing.
2.7 For an existing trial, if Customer does not cancel before the trial end date, that is treated as a decision to continue, the trial converts to paid access, and Customer agrees we may invoice and charge the published fees for continued use. Going silent after a trial is not a way to keep using the Service free of charge. For event-based use, the first invoice or charge after conversion will include at least one operational event date at the published per-event rate (currently £10 per event date), plus tenant onboarding for new organisations where applicable. Control room, charity, and other tiers are charged at the applicable published rates.
2.8 We may limit, suspend, or withdraw evaluation or demo access for misuse, and we may refuse duplicate evaluation requests. References to “pilot” or “trial” in older correspondence mean evaluation or early-access access unless otherwise agreed in writing.
2.9 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 record of who did whats.
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 Service levels for paying customers are set out in our Service Level Agreement at criticallops.co.uk/sla.html, unless a separate signed SLA in an order schedule or enterprise agreement overrides it. Free trials (where already agreed), the live demo, and other evaluation access are excluded from service levels.
6.2 Planned and emergency maintenance may occur. Where practicable we give at least 48 hours’ notice for planned maintenance via the status page or email. We may perform changes that temporarily affect availability.
6.3 Support targets and channels are described in the SLA. We do not guarantee resolution within any particular timeframe beyond the first-response goals stated there. Support outside published hours is on a reasonable-efforts basis only.
7.1 Fees are as quoted on our website, invoice, or order and are payable in pounds sterling. Unused event date credits purchased or granted to Customer's account remain valid for twelve (12) months from the date they are credited. Credits that remain unused after that period expire without refund. When a credit is used, it covers one twenty-four (24) hour dispatch period for the selected operation.
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.
7.5 Existing free trials (clause 2.5) remain at our discretion for those already provisioned. Cancel before the trial end date (clause 2.6) and there is no trial fee. If Customer does not cancel, fees apply as set out on our pricing page and clause 2.7, and we may invoice and charge those fees (including via Stripe) for continued access. New customers evaluate via the live demo (clause 2.3) and purchase paid access separately. Promotional codes apply only where stated on the pricing page or invoice, and only while that promotion remains current. The PILOT setup-fee promotion ended on 31 August 2026 (UK); invoices raised before that date with PILOT already applied keep that discount. Standard published setup fees apply unless a different written offer is agreed.
7.6 Online card payments and saved payment methods are processed by Stripe. If Customer saves a card or other payment method, Customer authorises us to use it to pay amounts due under these Terms (including post-trial conversion under clause 2.7, event dates, subscriptions, and unpaid invoices). Company admins manage invoices and billing in CAD under Settings → Billing. Stripe's terms and privacy policy apply to payment processing. We do not store full card numbers on our servers.
7.7 Fourteen (14) day money-back guarantee. For a new paying Customer, if you are not satisfied with the Service you may request a refund of your first successful payment (the first invoice or charge we collect for paid access — typically onboarding and any event credits or first monthly site fee on that invoice) within fourteen (14) days of that payment, by email to contact@criticallops.co.uk. We will refund the unused portion of that first payment to the original payment method within a reasonable time. The value of any event date credits already used for a dispatch period is not refundable. Paid access ends when the refund is processed. This guarantee applies once per Customer organisation and does not apply to later top-ups, renewals, subsequent invoices, promotional or demo access where no fee was paid, or SLA service credits (which remain as set out in the SLA). Abuse (for example repeated purchase-and-refund patterns) may void the guarantee at our reasonable discretion.
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 an existing free trial, free pilot, charity arrangement, or the live demo 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 the 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.
13.5 Customer on an existing free trial may end it at any time before the trial end date by email to contact@criticallops.co.uk (see clauses 2.6 and 2.7). No trial fee is charged if cancellation is received before the trial end date.
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.
15.4 For transparency: under the Data Protection (Charges and Information) Regulations 2018, CritiCall Ops Ltd provides the Service on UK servers it owns and operates as processor for operational data Customer enters. Customer (the registering organisation) is typically controller of that data and responsible for its own ICO registration where the law requires it. CritiCall Ops has used the ICO registration self-assessment and is exempt for its limited controller processing; see Privacy Policy (section 7). Exemption does not affect either party's UK GDPR or Data Protection Act 2018 compliance duties.
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.