Terms of Service

1. Agreement to Terms

By accessing or using the Thrive platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.

If you do not agree to these Terms, you must not access or use the Service.

2. Description of Service

Thrive is a cloud-based clinical care management platform designed for Positive Behaviour Support (PBS) organisations. The Service provides tools for incident tracking, functional behaviour assessments, care planning, medication management, daily observations, and outcome tracking.

The Service is intended for use by qualified care professionals and is not a substitute for professional clinical judgement, medical advice, or emergency services.

3. Account Registration

• You must provide accurate and complete information when creating an account
• You are responsible for maintaining the security of your account credentials
• You must notify us immediately of any unauthorised access to your account
• You must not share your login credentials with others
• One account per individual — shared accounts are not permitted

4. Acceptable Use

You agree to use the Service only for its intended purpose of clinical care management. You must not:

• Use the Service for any unlawful purpose
• Attempt to gain unauthorised access to other users' data or accounts
• Interfere with or disrupt the Service or its infrastructure
• Reverse engineer, decompile, or attempt to extract source code
• Use automated tools to scrape or extract data from the Service
• Upload malicious content, viruses, or harmful code
• Use the Service to store data unrelated to clinical care delivery
• Sublicense, resell, or redistribute access to the Service

For full details, see our Acceptable Use Policy.

5. Data Ownership

Your data remains yours. You (or your organisation) retain full ownership of all clinical data, patient records, and content entered into the Service. We claim no ownership or intellectual property rights over your data.

You grant us a limited licence to store, process, and display your data solely for the purpose of providing the Service to you. This licence terminates when you delete your data or close your account.

6. Data Protection Responsibilities

As the data controller, your organisation is responsible for:

• Ensuring you have a lawful basis for processing personal data within Thrive
• Obtaining any necessary consents from data subjects
• Ensuring the accuracy of data entered into the platform
• Managing user access and removing staff who leave your organisation
• Complying with data subject access requests

As the data processor, we are responsible for keeping your data secure, processing it only on your instructions, and assisting you with data protection obligations as outlined in our Data Processing Agreement.

7. Service Availability

We strive to maintain 99.9% uptime but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control. We will provide reasonable notice of planned maintenance where possible.

The Service should not be relied upon as the sole record of clinical information in life-critical situations. Organisations should maintain appropriate backup procedures as part of their business continuity planning.

8. AI Features

The AI writing assistant (Aayu) is provided as an optional productivity tool. It processes text locally in your browser and does not transmit data externally. The AI output is a suggestion only — users are responsible for reviewing, accepting, or discarding AI-generated text. The AI does not make clinical decisions and should not be treated as clinical advice.

9. Payment & Subscription

Access to Thrive requires a paid subscription. Subscriptions are billed on a monthly or annual basis as agreed during onboarding. Pricing is determined by the number of active service users managed within the platform and the tier selected by your organisation.

All fees are exclusive of VAT (where applicable) and are non-refundable unless otherwise stated. We reserve the right to modify pricing with a minimum of 30 days' written notice. Existing contract terms will be honoured for the remainder of any annual billing period.

If payment fails, we will attempt collection up to three times over a 14-day period. If payment remains outstanding after 30 days, access to the Service will be suspended. Your data will be retained for 90 days to allow for reactivation, after which it may be permanently deleted in accordance with our data retention policy.

10. Intellectual Property

The Thrive platform, including its design, code, features, and documentation, is the intellectual property of THRIVE. You may not copy, modify, distribute, or create derivative works based on the Service without our written permission.

The name "THRIVE", our logo, and associated branding are our trademarks and may not be used without permission.

11. Limitation of Liability

To the maximum extent permitted by law, THRIVE shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service. Our total liability shall not exceed the amount paid by you for the Service in the 12 months preceding the claim.

The Service is a documentation and management tool. It does not provide medical advice, clinical diagnoses, or treatment recommendations. Clinical decisions remain the sole responsibility of qualified practitioners.

12. Termination

Either party may terminate this agreement at any time. You may close your account by contacting us. We may suspend or terminate your access if you breach these Terms, fail to pay fees, or use the Service in a manner that threatens its security or integrity.

Upon termination, you may request export of your data within 30 days. After this period, data will be handled in accordance with our data retention policy.

13. 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.

14. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated to registered users via email at least 30 days before taking effect. Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

15. Contact

For questions about these Terms, contact us at: [email protected]