CENTRIM LIFE LTD – END USER LICENCE AGREEMENT
Company Number: 16529540
This End User Licence Agreement (EULA) governs access to and use of
the Centrim Life software platform, websites, web portals, mobile
applications, modules, dashboards, APIs, reporting tools and related
services made available in the United Kingdom by Centrim Life Ltd
(Centrim Life, we, us, or our).
By accessing or using Centrim Life, you agree to comply with this
EULA. If you do not agree to this EULA, you must not access or use
the Platform.
This EULA applies to individual users who access or use the Platform,
including staff, contractors, administrators, managers, maintenance
personnel, lifestyle staff, dining and kitchen staff, concierge
staff, reception staff, sales and admissions staff, suppliers,
residents, family members, representatives, visitors and other
authorised users.
1. IMPORTANT USER CATEGORIES
1.1 This EULA applies to different types of users.
1.2 Business Users means users who access the Platform in connection
with their employment, engagement, contract, role or work for a
Customer. This includes employees, contractors, managers,
administrators, maintenance personnel, kitchen staff, lifestyle
staff, concierge staff, reception staff, sales staff, suppliers and
other work-related users.
1.3 External Users means users who are not Business Users but are
given access to part of the Platform by or on behalf of a Customer.
This may include residents, family members, representatives,
visitors, nominees, substitute decision-makers or other external
users.
1.4 Some terms in this EULA apply to all users. Some terms apply
specifically to Business Users or External Users.
2. RELATIONSHIP BETWEEN THIS EULA AND THE CUSTOMER AGREEMENT
2.1 Centrim Life is provided to a care provider, retirement living
operator, housing provider or other organisation under a separate
subscription agreement, order form, SaaS agreement, data processing
agreement, support schedule, statement of work or similar commercial
agreement between Centrim Life and that organisation (Customer
Agreement).
2.2 The organisation that has contracted with Centrim Life is
referred to as the Customer.
2.3 This EULA applies to you as an individual user. The Customer
Agreement governs the commercial relationship between Centrim Life
and the Customer, including subscription fees, service scope, module
availability, implementation services, support arrangements, service
levels, data processing terms and termination rights.
2.4 If there is any inconsistency between this EULA and the Customer
Agreement, the Customer Agreement will prevail to the extent of the
inconsistency, except where this EULA imposes individual user
obligations relating to account security, acceptable use,
confidentiality, privacy, data protection, misuse or unauthorised
access.
2.5 The Customer is responsible for deciding which users may access
the Platform, what information they may see, which modules they may
use and what permissions they are given.
3. DEFINITIONS
In this EULA:
- Authorised User means an individual who has been
authorised by the Customer or Centrim Life to access and use the
Platform.
- Business User has the meaning given in clause 1.2.
- Customer means the organisation that has
contracted with Centrim Life for access to the Platform.
- Customer Agreement has the meaning given in clause 2.1.
- Customer Data means information, records,
documents, content, images, comments, maintenance records, asset
information, resident-related information, family information,
staff information, supplier information, contractor information,
visitor information, dining information, lifestyle information,
feedback records, complaint records, CRM or enquiry records,
communication records, user activity data or other data
submitted to or processed within the Platform on behalf of the
Customer.
- External User has the meaning given in clause 1.3.
- Platform means the Centrim Life software
platform, including web applications, mobile applications,
portals, dashboards, modules, APIs, reporting tools,
administrative tools and related software services.
- Services means the software access, hosting,
support, maintenance, updates, implementation assistance and
related services provided by Centrim Life under the Customer
Agreement.
- User Content means any information, comments,
notes, attachments, photographs, documents, forms, responses,
requests, updates or other materials submitted by a user through
the Platform.
4. PLATFORM SCOPE
4.1 Centrim Life may include one or more of the following modules or
functions, depending on the Customer's subscription and
configuration:
- Maintenance and Asset Management;
- Dining and Kitchen Management;
- Lifestyle and Activities Management;
- Feedback, Complaints, Compliments and Quality Management;
- Communication and Notices;
- Visitor Management;
- Concierge and Resident Services;
- CRM, Enquiry and Lead Management;
- Family, Resident and Representative Portals or Apps;
- Reporting, dashboards and administrative tools;
- document, task, workflow, audit and notification functions; and
- other modules, features, integrations or services made available
by Centrim Life from time to time.
4.2 The specific modules available to you will depend on the
Customer's subscription, your role, your permissions, your site
access and the Customer's configuration of the Platform.
4.3 The Platform does not include the Australian Higher Everyday
Living Fee / HELF module in the United Kingdom unless expressly
agreed in writing by Centrim Life and the Customer.
4.4 Any UK-specific premium services, optional services, billing,
resident services, AI-assisted features, clinical functionality,
custom workflow or bespoke integration may be subject to additional
terms, an order form, a module schedule or a separate statement of
work.
5. LICENCE TO USE THE PLATFORM
5.1 Subject to this EULA and the Customer Agreement, Centrim Life
grants you a limited, non-exclusive, non-transferable,
non-sublicensable and revocable licence to access and use the
Platform.
5.2 Business Users may use the Platform solely for the Customer's
authorised internal business and operational purposes.
5.3 External Users may use the Platform solely for the limited
purposes made available to them by the Customer, such as viewing
authorised information, submitting requests, communicating with the
Customer, making bookings or using resident or family app
functions.
5.4 You must only use the Platform:
- as an Authorised User;
- for legitimate and authorised purposes;
- in accordance with this EULA, the Customer's policies and any
instructions provided by the Customer; and
- within the scope of the modules, sites, homes, residents,
families, records, permissions and functions made available to
you.
5.5 You must not use the Platform for unauthorised, unlawful,
harmful, misleading, abusive, competitive or improper purposes.
6. CUSTOMER CONFIGURATION AND RESPONSIBILITY
6.1 The Customer is responsible for determining how the Platform is
configured and used within its organisation.
6.2 This includes responsibility for:
- user permissions;
- site and home access;
- role-based access controls;
- onboarding and offboarding users;
- module settings;
- workflow design;
- escalation pathways;
- approval processes;
- family, resident and representative access;
- communication settings;
- reporting use;
- internal policies and procedures; and
- determining what information is entered into or made visible
through the Platform.
6.3 Centrim Life is not responsible for the Customer's internal
policies, operational decisions, regulatory compliance, staffing
decisions, care decisions, safeguarding decisions, complaint
handling, food safety processes, maintenance decisions, admissions
processes, billing decisions or failure to act on information
recorded in the Platform.
6.4 The Customer remains responsible for ensuring that its use of
the Platform complies with applicable laws, regulatory requirements,
care standards, data protection obligations, consumer obligations,
safeguarding obligations, food safety obligations, health and safety
obligations and internal governance requirements.
7. USER ACCOUNTS AND ACCESS SECURITY
7.1 You are responsible for maintaining the confidentiality and
security of your login credentials.
7.2 You must not:
- share your username, password, MFA code, access token or session
access with any other person;
- allow another person to access the Platform using your
account;
- use another person's account;
- attempt to bypass security controls, permissions, MFA, audit
logs or access restrictions;
- continue using the Platform after your authority to access it
has ended; or
- attempt to access information, modules, records, sites, homes,
residents, families, suppliers, visitors, reports or functions
that you are not authorised to access.
7.3 You must immediately notify your manager, system administrator,
the Customer or Centrim Life support if you become aware of any
unauthorised access, suspected account compromise, incorrect
permission, data issue, security incident or privacy incident.
7.4 The Customer is responsible for managing user access, role
permissions, onboarding, offboarding and internal authorisation
unless otherwise agreed in the Customer Agreement.
8. ACCEPTABLE USE
8.1 You must use Centrim Life responsibly, lawfully and
professionally.
8.2 You must not:
- upload, submit or transmit unlawful, defamatory, abusive,
offensive, discriminatory, misleading, fraudulent or malicious
content;
- use the Platform to harass, intimidate, monitor, threaten or
target another person unlawfully;
- interfere with the operation, security, performance or
availability of the Platform;
- introduce viruses, malware, harmful code or unauthorised
scripts;
- scrape, crawl, copy, extract or harvest Platform data except
through authorised functionality;
- reverse engineer, decompile, disassemble, modify, adapt or
attempt to derive the source code of the Platform;
- use the Platform to develop, train, benchmark or improve a
competing product or service;
- remove or obscure proprietary notices;
- misuse resident, family, staff, visitor, supplier, contractor
or care-home information;
- submit false, misleading, backdated, incomplete or
inappropriate records;
- send spam, unauthorised marketing, offensive communications or
messages to incorrect recipients; or
- use the Platform in a way that may breach applicable law,
regulation, care standards, privacy obligations, safeguarding
obligations, health and safety obligations, food safety
obligations or the Customer's policies.
9. CARE HOME, RETIREMENT LIVING AND OPERATIONAL USE
9.1 Centrim Life is designed to assist care providers, retirement
living operators and related organisations with operational
workflows, including maintenance management, dining operations,
lifestyle activities, feedback and quality processes, visitor
records, communication, resident and family engagement, concierge
services, CRM and enquiry management, reporting and
administration.
9.2 Unless expressly agreed in writing, Centrim Life is not:
- a clinical decision-making system;
- an electronic medication management system;
- an emergency response system;
- a nurse call system;
- a fire alarm or building safety system;
- a safeguarding reporting authority;
- a medical device;
- a substitute for professional care, clinical judgement,
safeguarding processes, emergency procedures or regulatory
obligations; or
- a substitute for the Customer's internal policies, procedures,
approvals or escalation pathways.
9.3 Users remain responsible for applying professional judgement,
following the Customer's policies, escalating urgent issues and
complying with applicable laws, regulatory requirements, care
standards, safeguarding requirements, workplace obligations and
professional responsibilities.
10. EMERGENCY, SAFEGUARDING AND URGENT ESCALATION
10.1 The Platform must not be used as the sole method for reporting
or managing emergencies, urgent resident safety issues, safeguarding
concerns, clinical concerns, critical maintenance failures, fire
risks, infection control risks, food safety risks, security risks or
other time-sensitive matters.
10.2 Users must immediately escalate emergencies, safeguarding
concerns, resident safety concerns, serious complaints, food safety
risks, fire risks, infection control risks, building safety concerns
or urgent operational issues through the Customer's approved urgent
escalation channels.
10.3 External Users must contact the Customer directly, emergency
services or another appropriate urgent contact where a matter is
urgent, serious, safety-related or time-sensitive.
10.4 Logging a request, message, job, feedback item, complaint or
note in Centrim Life does not guarantee that it will be reviewed
immediately.
11. NO CLINICAL, LEGAL, FINANCIAL OR PROFESSIONAL ADVICE
11.1 The Platform may display, store or process information relating
to residents, families, maintenance, dining, lifestyle, services,
feedback, communications, enquiries and operational workflows.
11.2 Centrim Life does not provide medical, clinical, nursing,
nutritional, dietetic, safeguarding, legal, financial, tax,
insurance, property, employment or professional advice.
11.3 Users must not rely on the Platform as the sole basis for
clinical, safeguarding, legal, financial, employment, billing, care,
dietary, resident safety, admissions or regulatory decisions.
11.4 Where information in the Platform is relevant to care, safety,
food, dietary, allergy, texture, safeguarding or resident wellbeing
matters, users must verify that information in accordance with the
Customer's approved procedures before relying on it.
12. CUSTOMER DATA AND USER CONTENT
12.1 Customer Data belongs to the Customer or its licensors, not to
Centrim Life.
12.2 You are responsible for the User Content you submit through the
Platform.
12.3 You must ensure that User Content is:
- accurate to the best of your knowledge;
- relevant to the task, workflow, resident, family, site, enquiry,
job, activity, feedback item, complaint, communication or
report;
- not excessive;
- not misleading;
- not offensive or inappropriate;
- entered in the correct module or field; and
- entered in accordance with the Customer's policies and
applicable law.
12.4 Centrim Life may process, store, transmit, back up, access or
use Customer Data and User Content as necessary to provide, secure,
maintain, support, improve and administer the Services, subject to
the Customer Agreement and applicable data protection terms.
12.5 You acknowledge that activity within the Platform may be
logged, audited, monitored or reviewed by the Customer and/or
Centrim Life for security, support, compliance, troubleshooting,
performance, audit and operational purposes.
13. RECORDS AND REPORTS
13.1 The Platform may be used to record, manage, display and report
information relating to operational workflows.
13.2 Unless expressly agreed in the Customer Agreement, the Platform
is an operational workflow and record-management tool and is not the
Customer's sole or definitive statutory, clinical, financial,
regulatory, safeguarding, complaint, food safety, health and safety
or care record.
13.3 Reports, dashboards, exports and analytics may depend on the
accuracy, completeness and timeliness of data entered by users and
received from third-party systems.
13.4 The Customer is responsible for validating reports, dashboards
and exports before using them for regulatory, financial,
contractual, employment, care, safeguarding, compliance or formal
decision-making purposes.
14. PERSONAL DATA AND PRIVACY
14.1 Centrim Life processes personal data in accordance with
applicable data protection laws, including the UK GDPR and the Data
Protection Act 2018, where applicable.
14.2 Where Centrim Life processes Customer Data containing personal
data on behalf of the Customer, Centrim Life does so as processor
and the Customer acts as controller, unless the Customer Agreement
or Data Processing Agreement expressly states otherwise.
14.3 The processing of personal data by Centrim Life is governed by
the applicable Data Processing Agreement between Centrim Life and
the Customer.
14.4 Individual users must comply with the Customer's instructions,
policies, privacy notices, lawful basis requirements, data
minimisation obligations, access controls and retention requirements
when using the Platform.
14.5 You must only access, use, disclose, upload or process
personal data where you are authorised to do so and where it is
necessary for your role or authorised use of the Platform.
14.6 You must not export, copy, download, screenshot, disclose or
share personal data from the Platform unless authorised by the
Customer and permitted by applicable law.
14.7 You must promptly report any actual or suspected privacy
breach, unauthorised disclosure, incorrect access, data loss or data
security issue in accordance with the Customer's incident reporting
procedures.
14.8 Centrim Life's Privacy Policy may provide further information
about how Centrim Life handles personal data in connection with the
Platform.
15. SPECIAL CATEGORY DATA AND SENSITIVE INFORMATION
15.1 The Platform may contain or process sensitive information,
including information relating to residents, health, dietary needs,
allergies, food texture requirements, family circumstances,
complaints, safeguarding matters, financial representatives, service
requests or wellbeing.
15.2 Users must not enter health information, dietary information,
allergy information, safeguarding information, financial information
or other sensitive personal data unless it is necessary, authorised,
accurate and entered in accordance with the Customer's policies and
applicable data protection laws.
15.3 Users must avoid entering unnecessary sensitive information in
free-text fields, comments, attachments, photographs, notes or
communications.
15.4 Users must only upload photographs or documents containing
personal or sensitive information where there is a legitimate
operational reason and they are authorised to do so.
16. CONFIDENTIALITY
16.1 You may have access to confidential information belonging to
Centrim Life, the Customer, residents, families, staff, visitors,
suppliers, contractors or third parties.
16.2 You must keep confidential information secure and must not use
or disclose it except as authorised and required for legitimate
purposes.
16.3 Confidential information includes:
- resident, family, staff, visitor, supplier and contractor
information;
- care-home and retirement living operational information;
- maintenance records, dining records, lifestyle records, feedback
records, complaint records, incident-related information,
quality records, audit records, enquiry records and
reports;
- Platform functionality, pricing, security information,
workflows, documentation and technical information; and
- any information that should reasonably be understood to be
confidential.
16.4 Your confidentiality obligations continue after your access to
the Platform ends.
17. INTELLECTUAL PROPERTY
17.1 Centrim Life and its licensors own all intellectual property
rights in the Platform, including software, source code, object
code, architecture, designs, interfaces, workflows, databases,
templates, documentation, branding, trade marks, know-how and
related materials.
17.2 Except for the limited licence expressly granted under this
EULA, you receive no ownership rights in the Platform.
17.3 You must not copy, reproduce, modify, distribute, sell, lease,
host, resell, sublicense, commercially exploit or create derivative
works based on the Platform.
17.4 Feedback, suggestions, ideas, enhancement requests or
recommendations provided by you may be used by Centrim Life to
improve the Platform without restriction or obligation to compensate
you, provided Centrim Life does not disclose Customer confidential
information in doing so.
18. THIRD-PARTY SERVICES, INTEGRATIONS AND SOURCE SYSTEMS
18.1 The Platform may interoperate with third-party systems, hosting
providers, communication tools, identity providers, digital signing
platforms, email services, analytics tools, payment providers, APIs,
clinical systems, CRM systems or other integrations.
18.2 Your use of third-party services may be subject to separate
terms, privacy notices, security arrangements and service
availability.
18.3 Centrim Life is not responsible for third-party systems,
outages, errors, data issues, changes, delays or failures except to
the extent expressly stated in the Customer Agreement.
18.4 Where data is imported, synced, displayed or received from a
third-party system or Customer system, users must verify its
accuracy before relying on it for operational, care, safety,
billing, dietary, allergy, safeguarding, compliance or reporting
purposes.
18.5 The Customer is responsible for ensuring that it has the right
to connect third-party systems, share data with Centrim Life and
use integrated workflows.
19. AI-ASSISTED FEATURES
19.1 The Platform may include AI-assisted, automation-assisted or
recommendation-based features from time to time.
19.2 AI-assisted outputs are provided to assist users and must not
be treated as final, complete, verified or professional advice.
19.3 Users must review, validate and approve AI-assisted outputs
before relying on them, sending them, submitting them, actioning
them or using them in records.
19.4 AI-assisted features must not be used as the sole basis for
clinical, safeguarding, legal, financial, employment, billing, care,
dietary, resident safety, admissions, regulatory or disciplinary
decisions.
19.5 The availability and scope of AI-assisted features may be
subject to additional terms, Customer configuration, module
availability and applicable laws.
20. MOBILE APPLICATIONS AND APP STORES
20.1 If you access Centrim Life through a mobile application, you
are responsible for maintaining the security of your device.
20.2 You must not use the mobile application on a device that is
compromised, jailbroken, rooted, insecure, shared inappropriately
or used in a way that may expose Customer Data.
20.3 You must promptly install updates made available for the mobile
application where required for security, compatibility or continued
use.
20.4 Mobile app store providers, including Apple and Google, are
not parties to this EULA and are not responsible for providing
maintenance, support or services for the Platform.
20.5 Your use of a mobile application may also be subject to
applicable app store terms and device operating system
requirements.
21. COMMUNICATIONS, MESSAGING AND MARKETING
21.1 Where the Platform is used to send messages, notices, updates,
announcements, emails, SMS messages, app notifications or other
communications, the Customer is responsible for ensuring that such
communications are lawful, authorised, accurate and sent to the
correct recipients.
21.2 Users must not send unauthorised marketing communications,
sensitive information, confidential information or personal data to
recipients unless authorised by the Customer and permitted by
applicable law.
21.3 Users must take care when selecting recipients, groups, sites,
homes, residents, family members, representatives or staff before
sending communications.
21.4 The Customer is responsible for ensuring that it has
appropriate consent, lawful basis or other authority to send
communications through the Platform.
22. CONCIERGE, OPTIONAL SERVICES AND PAYMENTS
22.1 Where the Concierge or Resident Services module is used for
service requests, bookings, optional services, payments, billing or
resident services, the Customer is responsible for the relevant
service descriptions, prices, approvals, consents, fulfilment,
refunds, taxes, complaints and disputes.
22.2 Centrim Life provides software functionality only unless
expressly agreed otherwise in the Customer Agreement.
22.3 Users must not promise services, charges, discounts, refunds,
approvals, availability or outcomes unless authorised by the
Customer.
22.4 External Users should contact the Customer directly regarding
any service delivery issue, billing issue, refund request,
complaint or dispute relating to goods or services offered by the
Customer.
23. AVAILABILITY, SUPPORT AND CHANGES
23.1 Platform availability, service levels, support commitments,
maintenance windows and response times are governed by the Customer
Agreement.
23.2 Centrim Life may update, modify, improve, enhance, suspend or
discontinue parts of the Platform from time to time, provided this
is done in accordance with the Customer Agreement.
23.3 Centrim Life may suspend or restrict your access if:
- required by the Customer;
- your account is suspected of being compromised;
- you breach this EULA;
- your access creates a security, legal, operational, privacy or
data protection risk;
- required by law or a competent authority; or
- necessary to protect the Platform, Customer Data, other users
or Centrim Life's systems.
24. NO SEPARATE WARRANTIES TO BUSINESS USERS
24.1 The Platform is provided to Business Users under the Customer
Agreement.
24.2 To the maximum extent permitted by law, Centrim Life does not
provide any separate warranty, representation, guarantee, service
commitment or remedy directly to Business Users.
24.3 Any warranties, service commitments, support obligations,
service credits or remedies are provided to the Customer under the
Customer Agreement and not separately to Business Users.
25. EXTERNAL USERS AND CONSUMER RIGHTS
25.1 Where you use the Platform as an External User, your access is
provided because the Customer has chosen to make certain Platform
functions available to you.
25.2 External Users must only use the Platform for the purposes
made available by the Customer.
25.3 External Users must not misuse the Platform, access another
person's information, submit abusive or unlawful content, interfere
with the Platform, send inappropriate communications or rely on the
Platform for urgent care, safeguarding, emergency, clinical, legal
or financial matters.
25.4 Nothing in this EULA excludes, restricts or limits any
statutory rights that apply to an individual user where those rights
cannot lawfully be excluded, restricted or limited.
25.5 Where you use the Platform as a consumer, this EULA applies
only to the extent permitted by applicable law.
26. LIMITATION OF LIABILITY
26.1 Nothing in this EULA excludes or limits liability where it
would be unlawful to do so, including liability for death or
personal injury caused by negligence, fraud, fraudulent
misrepresentation, breach of any obligation that cannot lawfully be
excluded, or any other liability that cannot lawfully be excluded or
limited.
26.2 To the maximum extent permitted by law, Centrim Life's
contractual obligations, service commitments, warranties, service
credits, support obligations and remedies are owed to the Customer
under the Customer Agreement and not separately to individual
users.
26.3 Subject to clauses 26.1 and 26.2, Centrim Life will not be
liable to an individual user for:
- loss of profit, revenue, business, goodwill, opportunity,
anticipated savings or reputation;
- indirect, special, incidental, punitive or consequential
loss;
- loss arising from unauthorised use of the user's account
caused by the user's failure to protect login credentials;
- loss arising from the user's breach of this EULA or the
Customer's policies;
- loss arising from third-party systems, integrations, source
systems or services;
- loss arising from inaccurate, incomplete or delayed
information entered by users or third-party systems;
- loss arising from reliance on the Platform as a substitute for
professional judgement, urgent escalation, clinical processes,
safeguarding procedures, emergency procedures, food safety
processes or regulatory compliance processes; or
- matters governed by the Customer Agreement.
26.4 Any liability owed by Centrim Life to the Customer is
governed by the Customer Agreement.
26.5 This clause does not affect any rights that cannot lawfully
be excluded or limited.
27. USER RESPONSIBILITY AND INDEMNITY
27.1 You are responsible for your own misuse of the Platform,
breach of this EULA, unauthorised access, unauthorised disclosure
or unlawful use of data.
27.2 Business Users agree, where permitted by law, to indemnify
Centrim Life for losses, claims, damages, costs or expenses arising
from their intentional misuse of the Platform, unlawful conduct,
unauthorised disclosure of confidential information, infringement
of intellectual property rights or serious breach of this
EULA.
27.3 The indemnity in clause 27.2 does not apply to External
Users acting as consumers, except to the extent permitted by
applicable law.
27.4 This clause does not limit any rights or obligations that
may exist between you and the Customer under employment,
contractor, confidentiality, professional, resident, family,
representative or workplace policies.
28. SUSPENSION AND TERMINATION OF ACCESS
28.1 Your right to use the Platform will end immediately if:
- the Customer withdraws your access;
- your employment, engagement, residency-related access, family
access, representative access or other authorisation with the
Customer ends;
- the Customer Agreement expires or terminates;
- Centrim Life suspends or terminates access in accordance with
this EULA or the Customer Agreement; or
- you breach this EULA.
28.2 On termination of access, you must stop using the Platform
and must not attempt to regain access without authorisation.
28.3 Termination of your access does not affect clauses intended
to survive, including confidentiality, intellectual property,
privacy, data protection, limitation of liability, indemnity and
governing law.
29. AUDIT LOGS AND MONITORING
29.1 The Platform may record audit logs, including login activity,
user actions, timestamps, IP addresses, device information, data
changes, task updates, comments, attachments, form submissions,
administrative actions and workflow activity.
29.2 Audit logs may be used for security, support, compliance,
investigation, dispute resolution, operational reporting,
regulatory purposes and audit purposes.
29.3 You must not attempt to alter, conceal, delete, interfere
with or bypass audit logs.
30. EXPORT CONTROLS AND RESTRICTED USE
30.1 You must not use the Platform in breach of applicable
sanctions, export control laws or restrictions.
30.2 You must not access or use the Platform from a location,
organisation or account that is prohibited by applicable law or
by Centrim Life's reasonable security requirements.
31. UPDATES TO THIS EULA
31.1 Centrim Life may update this EULA from time to time.
31.2 Where changes are material, Centrim Life may provide notice
through the Platform, by email, through the Customer or by
another reasonable method.
31.3 Continued use of the Platform after the updated EULA takes
effect will constitute acceptance of the updated EULA.
31.4 Where required by law, Centrim Life will obtain appropriate
consent or provide additional notice before material changes
apply to individual users.
32. GOVERNING LAW AND JURISDICTION
32.1 This EULA is governed by the laws of England and Wales.
32.2 The courts of England and Wales will have exclusive
jurisdiction in relation to any dispute arising out of or in
connection with this EULA, subject to any mandatory rights or
alternative dispute arrangements that cannot lawfully be
excluded.
33. CONTACT
For questions about this EULA, please contact:
Centrim Life Ltd
Email: dpo@centrimlife.co.uk
Website: www.centrimlife.co.uk
Registered Office:
Victory House, 400 Pavillion Drive
Northampton Business Park
Northampton, NN4 7PA
United Kingdom
Company Number: 16529540
SCHEDULE 1 — ADDITIONAL USER RULES FOR CARE HOME AND
RETIREMENT LIVING ENVIRONMENTS
1. RESIDENT, FAMILY AND REPRESENTATIVE INFORMATION
Users must treat resident, family, representative and visitor
information with care and confidentiality. Users must only access
such information where necessary for their authorised role or
permitted use.
2. PHOTOGRAPHS AND ATTACHMENTS
Users must not upload photographs of residents, family members,
staff, visitors, private rooms, personal belongings, medical
information or sensitive areas unless authorised and necessary
for a legitimate operational purpose.
3. SAFETY ESCALATION
Where an issue may affect resident safety, safeguarding, fire
safety, infection control, food safety, building safety, access,
heating, cooling, water, electricity, care delivery or urgent
operations, users must follow the Customer's urgent escalation
process and must not rely solely on logging the issue in Centrim
Life.
4. ACCURACY OF RECORDS
Users must not intentionally enter false, misleading, incomplete,
backdated or inappropriate information into the Platform.
5. PROFESSIONAL LANGUAGE
Comments, notes and records entered into Centrim Life must be
professional, factual, respectful and suitable for audit,
management review, complaint review or regulatory scrutiny.
6. ROLE-BASED ACCESS
Users must not attempt to view or access records for another
site, home, resident, family, supplier, asset, job, enquiry,
activity, visitor, complaint, feedback item or department unless
authorised to do so.
SCHEDULE 2 — DATA PROTECTION SUMMARY FOR USERS
- The Customer usually decides what personal data is entered
into Centrim Life and why it is used.
- Centrim Life usually processes that data on the Customer's
behalf to provide the Platform.
- Users must only enter personal data that is necessary,
accurate, relevant and authorised.
- Users must not export, share, photograph, screenshot or
disclose personal data unless authorised.
- Suspected privacy or security incidents must be reported
promptly.
- Centrim Life may use technical and organisational measures
such as access controls, encryption, audit logs, backups,
monitoring and role-based permissions to protect Customer
Data.
- Data retention, export, deletion and return are governed by
the Customer Agreement and the Customer's instructions.
- Users should avoid entering unnecessary sensitive personal
data into comments, free-text fields, attachments and
communications.
SCHEDULE 3 — MODULE-SPECIFIC USER TERMS
1. MAINTENANCE, HOUSEKEEPING AND ASSET MANAGEMENT
1.1 The Maintenance and Asset Management module is intended to
assist with maintenance requests, asset records, contractor
coordination, planned maintenance, reactive maintenance,
reporting and operational oversight.
1.2 The module does not replace the Customer's legal obligations
for health and safety, fire safety, building compliance,
contractor compliance, workplace safety, safeguarding,
care-quality compliance or regulatory reporting.
1.3 Users must ensure that jobs are categorised, prioritised,
assigned, updated and closed in accordance with the Customer's
internal process.
1.4 Urgent safety issues must be escalated outside the Platform
using the Customer's approved urgent response process.
1.5 Users must not use the module to store unnecessary sensitive
personal data.
2. DINING AND KITCHEN MANAGEMENT
2.1 The Dining and Kitchen Management module is intended to
assist with menus, meal services, kitchen workflows, resident
preferences, dietary information, meal orders, production
reports and related dining operations.
2.2 The module does not replace the Customer's responsibility
for food safety, allergen management, dietitian input, clinical
advice, modified texture compliance, resident nutrition, kitchen
procedures or regulatory obligations.
2.3 Users must ensure that dietary, allergy, texture, preference
and meal information entered into or displayed by the Platform
is accurate, current and verified in accordance with the
Customer's internal procedures.
2.4 Urgent food safety, allergen, choking risk, nutrition or
resident safety concerns must be escalated through the
Customer's approved process and must not rely solely on the
Platform.
2.5 Users must not make unauthorised clinical, dietary, allergy
or texture changes unless permitted by their role and the
Customer's procedures.
3. LIFESTYLE AND ACTIVITIES MANAGEMENT
3.1 The Lifestyle and Activities module is intended to assist
with activity planning, attendance, resident engagement,
calendars, lifestyle records, communications and reporting.
3.2 Users must record lifestyle participation, preferences,
feedback and engagement information accurately and
respectfully.
3.3 Users must not include inappropriate comments, assumptions,
sensitive personal opinions or unnecessary health information
in lifestyle records.
3.4 The module does not replace professional judgement, resident
consent processes, safeguarding obligations, risk assessment or
the Customer's care and wellbeing responsibilities.
4. FEEDBACK, COMPLAINTS, COMPLIMENTS AND QUALITY
MANAGEMENT
4.1 The Feedback and Quality module is intended to assist with
recording, tracking, managing, reviewing and reporting feedback,
complaints, compliments, suggestions, quality actions, audits,
surveys, risks, incidents, improvement items and related
processes.
4.2 Users must ensure feedback and quality records are factual,
professional, respectful and entered in accordance with the
Customer's complaint handling and quality procedures.
4.3 The module does not replace the Customer's regulatory,
complaint handling, safeguarding, duty of candour, quality
assurance, incident reporting or notification obligations.
4.4 Serious complaints, safeguarding concerns, reportable
incidents or urgent risks must be escalated through the
Customer's approved escalation channels.
5. COMMUNICATION AND NOTICES
5.1 The Communication module is intended to assist with sending
or displaying authorised communications, notices, updates,
messages, announcements and related content.
5.2 Users must ensure communications are accurate, appropriate,
authorised and intended for the correct audience.
5.3 Users must not use the communication functions to send spam,
offensive content, unauthorised marketing, confidential
information to unauthorised recipients or messages that breach
privacy, employment, safeguarding, consumer protection or
communication obligations.
5.4 The Customer remains responsible for approving
communications and ensuring they are suitable for residents,
families, staff, visitors and other recipients.
6. VISITOR MANAGEMENT
6.1 The Visitor Management module is intended to assist with
visitor registration, check-in, check-out, visitor records,
site access information and related operational processes.
6.2 The module does not replace the Customer's responsibilities
for site security, safeguarding, infection control, emergency
management, access control or visitor screening procedures.
6.3 Users must not misuse visitor information or access visitor
records unless authorised.
6.4 Any urgent concern relating to an unauthorised visitor,
safeguarding risk, emergency, infection control issue or site
safety risk must be escalated through the Customer's approved
process.
7. CONCIERGE AND RESIDENT SERVICES
7.1 The Concierge module is intended to assist with resident
requests, service requests, bookings, optional services, tasks,
approvals, communications and related operational workflows.
7.2 Users must ensure that resident and family requests are
recorded accurately and handled in accordance with the
Customer's policies.
7.3 Users must not promise services, charges, refunds, approvals,
availability or outcomes unless authorised by the Customer.
7.4 Where payment, billing or optional service information is
used, the Customer remains responsible for ensuring that
charges, approvals, disclosures, resident consent, refunds and
financial processes comply with applicable law and the
Customer's policies.
8. CRM, ENQUIRY AND LEAD MANAGEMENT
8.1 The CRM, Enquiry and Lead Management module is intended to
assist with enquiries, prospective residents, family contacts,
tours, follow-ups, admissions-related workflows, communications
and reporting.
8.2 Users must ensure enquiry records are accurate, professional
and handled in accordance with privacy, consent, marketing and
communication requirements.
8.3 Users must not enter misleading information, make
unauthorised promises or send unauthorised marketing
communications.
8.4 The module does not replace the Customer's obligations in
relation to admissions, resident agreements, consumer
information, capacity, consent, financial disclosure, marketing
compliance or regulatory requirements.
9. FAMILY, RESIDENT AND REPRESENTATIVE APPS OR
PORTALS
9.1 Family, resident and representative access may be provided
where enabled by the Customer.
9.2 Users of family, resident or representative portals must
only access information and functions made available to them by
the Customer.
9.3 Such users must not misuse communications, submit
inappropriate content, attempt to access another resident's
information or use the Platform for abusive, unlawful or
disruptive purposes.
9.4 The Customer is responsible for deciding what information
is made available to families, residents, representatives or
other external users.
9.5 Family, resident and representative users must contact the
Customer directly for urgent matters, complaints, corrections,
service disputes, care concerns, safeguarding concerns or
emergency issues.
10. REPORTING, DASHBOARDS AND ADMINISTRATION
10.1 Reporting, dashboard, analytics and administration
functions are intended to assist with operational oversight,
management review, audit, quality improvement and internal
reporting.
10.2 Users must not export, disclose, circulate or rely on
reports outside their authorised purpose.
10.3 Reports and dashboards may depend on the accuracy and
completeness of data entered by users and integrated
systems.
10.4 The Customer remains responsible for validating reports
before using them for regulatory, financial, contractual,
employment, care, safeguarding, compliance or formal
decision-making purposes.
SCHEDULE 4 — EXCLUDED OR SEPARATELY AGREED
MODULES
- Any premium services, resident billing, optional services,
AI-assisted features, clinical functionality or fee-management
module may be introduced under a separate module schedule,
order form or additional terms.
- Clinical, medication, electronic care planning, nurse call,
emergency response or medical-device functionality is not
included unless expressly stated in the Customer
Agreement.
- Any custom integration, migration, data conversion, API
development, bespoke workflow, custom report or third-party
system connection is subject to the Customer Agreement or a
separate statement of work.