Terms of Service

Last updated: 21 March 2026

1. Introduction

These terms govern your use of the Eviqa platform (app.eviqa.health) provided by Eviqa Ltd (Company No. 17107619, "we", "us", "our"). By subscribing to or using the platform, you ("the Customer") agree to these terms. The Customer is the care provider organisation that subscribes to the platform, not individual end users.

2. Service description

Eviqa is a cloud-based clinical governance and outcomes platform for domiciliary and complex care providers. The platform provides delegated task management, competency tracking, SOP management, incident and risk management, and outcomes evidencing. The platform is a governance and evidencing tool — it does not replace clinical judgement, care planning, or digital care record systems.

3. Account and access

The Customer is responsible for maintaining the confidentiality of all account credentials and for all activity under their account. The Customer must designate at least one Administrator user who is responsible for managing user access within the organisation. The Customer must ensure that only authorised personnel access the platform and that access is removed promptly when staff leave the organisation.

4. Subscription and payment

Subscriptions are billed monthly in advance at the rate corresponding to the Customer's plan tier. All prices are exclusive of VAT. Payment is due within 14 days of invoice. We reserve the right to suspend access to the platform if payment is more than 30 days overdue. There are no setup fees. Subscriptions may be cancelled at any time with 30 days' written notice to info@eviqa.health.

5. Free trial

New customers are entitled to a 14-day free trial with full access to all platform features. No payment details are required during the trial. At the end of the trial, the Customer may subscribe to a paid plan or their account will be deactivated. Trial data will be retained for 30 days after deactivation to allow the Customer to subscribe and retain their data.

6. Data ownership and processing

The Customer retains full ownership of all data entered into the platform. Eviqa Ltd processes this data solely on the Customer's behalf as a data processor under the UK GDPR. We will not access, use, or share Customer data for any purpose other than providing the platform service, unless required by law. A Data Processing Agreement is incorporated into these terms by reference and is available on request.

7. Data security

We implement appropriate technical and organisational measures to protect Customer data, including: encryption in transit (TLS 1.3) and at rest; role-based access control; JWT authentication with short-lived tokens; immutable audit logging of all data mutations; automated daily backups with off-site replication; hosting exclusively within AWS eu-west-2 (London, United Kingdom).

8. Data export and portability

The Customer may request a full export of their data at any time during their subscription. Exports are provided in standard formats (CSV, JSON, or PDF as appropriate). Upon termination of the subscription, the Customer has 30 days to request a data export before data is scheduled for deletion.

9. Data deletion

Upon receipt of a confirmed deletion request following subscription termination, all Customer data will be permanently deleted within 90 days, including all backups. We will provide written confirmation of deletion. Data may be retained beyond this period only where required by law or regulation.

10. Availability and support

We target 99.5% platform availability, measured monthly, excluding planned maintenance. Planned maintenance will be notified at least 48 hours in advance and scheduled outside core business hours (9am–6pm UK time) wherever possible. Support is provided via email (info@eviqa.health) and live chat during business hours. Priority support customers receive a response within 4 business hours.

11. Customer responsibilities

The Customer is responsible for:

• The accuracy of data entered into the platform
• Ensuring they have an appropriate lawful basis for processing personal and special category data entered into the platform
• Managing user access and permissions within their organisation
• Using the platform in compliance with CQC regulations and all applicable legislation
• Ensuring the platform is not used as a substitute for clinical judgement or statutory record-keeping obligations

12. Limitation of liability

Eviqa is a governance evidencing tool. It does not provide clinical advice, make clinical decisions, or replace the professional judgement of registered or non-registered care staff. We are not liable for clinical outcomes, regulatory findings, or care delivery decisions made by the Customer or their staff.

To the fullest extent permitted by law, our total aggregate liability to the Customer for any claims arising from or related to the platform shall not exceed the total fees paid by the Customer in the 12 months preceding the claim. We are not liable for indirect, consequential, or incidental losses including loss of data (except where caused by our negligence), loss of revenue, or regulatory penalties.

13. Intellectual property

All intellectual property rights in the platform, including software, design, documentation, and branding, belong to Eviqa Ltd. The Customer is granted a non-exclusive, non-transferable licence to use the platform for the duration of their subscription. Customer data remains the Customer's intellectual property.

14. Acceptable use

The Customer shall not: attempt to gain unauthorised access to any part of the platform or its infrastructure; use the platform in any way that violates applicable law or regulation; upload malicious software or content; share login credentials between users; attempt to reverse-engineer, decompile, or extract the source code of the platform.

15. Termination

Either party may terminate the subscription with 30 days' written notice. We may terminate immediately if the Customer materially breaches these terms and fails to remedy the breach within 14 days of written notice. Upon termination, the data export and deletion provisions in sections 8 and 9 apply.

16. Changes to terms

We may update these terms from time to time. Material changes will be communicated to active subscribers at least 30 days before they take effect. Continued use of the platform after the effective date constitutes acceptance of the updated terms.

17. Governing law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact

Eviqa Ltd, 21 Chelston Road, Newton Abbot, TQ12 2NN. Email: info@eviqa.health. Company No. 17107619. Registered in England & Wales.