Customer Agreement

1. The service

CareCore provides an operations and workforce-coordination service for domiciliary care. It can receive calls and messages, support rota and cover workflows, apply the Customer’s uploaded policies, and create tasks, incidents and escalations. CareCore is not a care-planning, eMAR, payroll, invoicing or HR system.

2. Customer responsibilities

The Customer must:

• provide accurate, lawful and current information, policies, contact details and rota data;
• maintain appropriate human oversight, on-call arrangements and safeguarding processes;
• ensure each account is used only by its authorised user and promptly revoke unnecessary access;
• obtain any notices, permissions and consents required for calls, messages and personal data; and
• not use the service unlawfully, to provide clinical advice, or to replace professional judgement.

3. AI and automation

The service uses bounded automation to classify operational requests, retrieve relevant agency policy and draft or deliver permitted responses. The Customer remains responsible for care decisions and for reviewing escalated, safeguarding, clinical and low-confidence matters. The applicable controls and limitations are described in the AI & Automation Policy.

4. Data protection

For personal data the Customer supplies when providing care, the Customer is the controller and CareCore acts as its processor. CareCore will process that data only to provide, secure and support the service, apply appropriate technical and organisational safeguards, and assist the Customer with data-subject and regulatory obligations. Further information appears in the Privacy Notice.

5. Access and security

The Customer controls access granted to its staff and is responsible for keeping account details secure. CareCore may suspend access where reasonably necessary to protect people, data or the service, investigate misuse, or comply with law. The Customer must promptly report suspected unauthorised access.

6. Charges and subscription

The Customer will pay the subscription fees, usage charges and any agreed add-ons shown when ordering or set out in an order form. Unless stated otherwise, charges exclude VAT. CareCore may change fees by giving reasonable advance notice before a renewal period.

7. Availability and support

CareCore will provide the service with reasonable skill and care. Communications and automated actions can depend on external telephone, messaging, hosting and AI providers. The service is not an emergency service; the Customer must maintain suitable business-continuity and emergency arrangements.

8. Intellectual property

CareCore and its licensors retain rights in the service. The Customer retains rights in its uploaded data, policies and materials and grants CareCore the limited rights needed to provide and support the service. Neither party receives ownership of the other party’s intellectual property under this Agreement.

9. Liability

Nothing in this Agreement excludes liability that cannot lawfully be excluded. Subject to that, neither party is liable for indirect or consequential loss. CareCore’s total liability arising in a 12-month period is limited to the fees paid or payable for the service during that period, except where a signed order form states a different limit.

10. Termination and data return

Either party may terminate for a material breach that is not remedied within a reasonable written cure period, or as otherwise stated in an order form. On termination, access ends and the Customer may request an export during any agreed retrieval period. CareCore may retain or delete records as required by law and the applicable retention schedule.

11. Changes and general terms

CareCore may update this Agreement for legal, security or service changes and will give reasonable notice of material changes. Neither party may transfer this Agreement without the other’s consent, except as part of a corporate reorganisation or sale of substantially all relevant assets. If a term is unenforceable, the remaining terms continue. English law governs this Agreement and the courts of England and Wales have exclusive jurisdiction.