Terms of Service

Version 1.0 · Last updated: 22 August 2026 · Effective: 22 August 2026

These Terms of Service (“Terms”) are the agreement between Offboard HQ Ltd and the care organisation that uses ISO Care. They are business-to-business terms. They are not a consumer subscription contract for an individual carer, family member or member of the public.

The ISO Care Data Processing Addendum forms part of these Terms whenever Offboard HQ Ltd processes Customer Personal Data as processor. The Privacy Policy describes how Offboard HQ Ltd handles personal information, including where it acts as controller. Those documents are not restated in full here.

1. About ISO Care and the parties

ISO Care is a care-operations software service and companion mobile application for UK domiciliary and home-care organisations, provided from https://www.isocare.uk.

The provider and contracting entity is Offboard HQ Ltd, company number 17015641, registered office 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ (“Offboard HQ Ltd”, “we”, “us”).

The Customer is the care organisation that subscribes to, is provisioned for, or otherwise uses ISO Care under these Terms. Staff, carers, family members and other individuals use ISO Care through the Customer’s organisation. They are not separate subscribers to the ISO Care SaaS under these Terms.

2. Agreement and acceptance

These Terms, the DPA, the Privacy Policy (to the extent it applies to the relationship), and any written order, trial confirmation or subscription confirmation we issue, together form the Agreement.

The Customer agrees to these Terms by any of the following:

an authorised representative accepting these Terms in writing or through an in-product acceptance step, where that step is provided;
signing or otherwise accepting an order, trial confirmation or subscription confirmation that refers to these Terms; or
using the Services after Offboard HQ Ltd has made these Terms available and has provisioned or otherwise given the organisation access.

Submitting a trial request on the website is an application only. It does not by itself create an organisation, a Subscription or a paid contract. A trial request currently asks the applicant to acknowledge the Privacy Policy; it does not currently include a separate Terms-acceptance checkbox.

If any Authorised User is an individual consumer in a limited respect, nothing in these Terms affects rights that applicable law does not allow the parties to exclude.

3. Definitions

Active Staff User means an active workforce/staff user the Customer maintains in ISO Care for use of the Services. Plan bands are based on that count. Clients/service users do not count. Family/Guardian Users do not count. Organisation owners and administrators count only where they are also maintained as active staff/workforce users. ISO Care does not currently meter that count or change plans automatically.
Agreement means these Terms, the DPA, and any order, trial or subscription confirmation between the parties.
Authorised User means an individual the Customer permits to use the Services, including Staff Users, Family/Guardian Users, and organisation owners or administrators.
Customer means the care organisation that contracts for ISO Care.
Customer Data means data the Customer or its Authorised Users submit to, or create in, ISO Care, including care records, staff records, family information, documents and operational data. It includes Customer Personal Data.
Customer Personal Data has the meaning given in the DPA.
DPA means the ISO Care Data Processing Addendum at https://www.isocare.uk/dpa, as updated in accordance with that addendum.
Family/Guardian User means an invited family member, guardian or representative who uses family-facing access configured by the Customer.
Services means ISO Care as made available to the Customer from time to time, including the website application, companion mobile application, and related hosted functionality.
Staff User means an Authorised User who uses ISO Care as a member of the Customer’s workforce (including via the companion app).
Subscription means the Customer’s then-current right to use the Services, whether as a trial or a paid plan.

4. Trial

We offer a 14-day trial of ISO Care. No payment card is required to request or start the current trial. The trial is intended to include the same feature set as standard paid plans.

Trial access is subject to our approval and organisation setup. Organisations are provisioned by Offboard HQ Ltd (including through Platform Admin), not by automatic public self-signup. The 14-day period begins when the organisation is provisioned and trial access is activated, not merely when a website request is submitted.

A trial does not guarantee a later paid Subscription. There is currently no automatic conversion from trial to paid service. If the Customer does not agree a paid Subscription before the trial ends, access may end when the trial expires unless we agree otherwise in writing.

We may suspend or end a trial for misuse, security risk, or other serious breach of these Terms.

5. Subscription and pricing

Standard published plans are based on the number of Active Staff Users, not on locked product areas. Every standard plan currently includes the same feature set. Clients/service users and Family/Guardian Users are not paid staff seats.

The published monthly prices (exclusive of any tax that later applies) are:

Solo — 1 Active Staff User — £19 per month;
Grow — 2–5 Active Staff Users — £29 per month;
Grow+ — 6–10 Active Staff Users — £49 per month;
Team — 11–25 Active Staff Users — £99 per month;
Agency — 26–50 Active Staff Users — £195 per month; and
Enterprise — 51 or more Active Staff Users — priced by agreement.

The Customer must use a plan that covers its then-current number of Active Staff Users. If that number moves into another published band, the applicable plan and fees may change. We may require the Customer to move to the correct band. ISO Care does not currently meter Active Staff Users or upgrade or downgrade plans automatically. Enterprise pricing is individually agreed.

Published prices are not permanent. We may update pricing on reasonable notice. We will not retroactively change fees already paid for a then-current paid period without notice. A price change takes effect from the next renewal or from a later date we specify in the notice.

6. Payment

Live card collection for ISO Care subscriptions is not yet enabled. When paid subscriptions are enabled or otherwise agreed, Subscription fees are payable in advance for each monthly billing period using the payment method and provider we then offer (which may include a third-party billing provider).

If a payment due under a paid Subscription is not received, we will give reasonable notice and an opportunity to remedy. If non-payment continues, we may suspend the Services and, after a further reasonable period, terminate the Subscription. We will not treat a single failed attempt, without notice, as automatic termination.

Fees are stated exclusive of VAT and similar taxes. Tax will be added only where legally required. Offboard HQ Ltd is not currently VAT-registered and will charge VAT only if and when the law requires it to do so.

ISO Care can generate and send the Customer’s own care invoices to the Customer’s payers. Offboard HQ Ltd does not collect those care charges from the Customer’s clients or payers, and those invoices are not payments for the ISO Care Subscription.

7. Authorised users and accounts

The Customer controls who it invites, the roles and permissions it grants, and when access should end. Authorised Users may use the Services only for the Customer’s internal care-operations purposes and must comply with these Terms to the extent they apply to that use.

The Customer is responsible for account administration, including keeping user lists and permissions current and promptly disabling access that should no longer exist.

Credentials must be kept secure. Sharing login details is not permitted where it would circumvent a seat, role or security control, or allow use by someone who is not an Authorised User.

8. Customer responsibilities

The Customer shall:

provide accurate organisation and account information and keep it reasonably up to date;
ensure information entered into ISO Care is lawful, relevant and appropriate;
obtain any permissions, notices and legal bases required for the Customer’s care, staff and family records (including special-category data where applicable);
use the Services only for lawful purposes;
comply with care-sector law and regulation that applies to the Customer; and
maintain suitable devices, accounts and internet connectivity for its Authorised Users.

Care decisions remain the Customer’s responsibility. ISO Care does not replace professional judgement, clinical judgement, safeguarding duties, Care Quality Commission registration, statutory recordkeeping, or emergency services.

9. Care and regulatory responsibilities

ISO Care provides tools to help organisations manage care operations and records. Using ISO Care does not itself mean the organisation meets Care Quality Commission or other regulatory requirements, does not guarantee lawful or safe care, and does not automatically satisfy every statutory record obligation.

The Customer remains responsible for how it delivers care, for the accuracy of information its users enter, and for acting on that information.

Where ISO Care supports medication or eMAR workflows, the software records information and process steps entered by Authorised Users. Medication decisions, prescriptions, administration and clinical responsibility remain with appropriately authorised individuals and the Customer. ISO Care does not provide clinical or medical advice.

10. Acceptable use

The Customer shall not, and shall not allow others to:

use the Services unlawfully;
gain or attempt unauthorised access to the Services or data;
bypass or undermine permissions, tenant isolation or other security controls;
probe, scan or attack the Services except with our prior written consent for a bona fide security test we have agreed;
introduce malware;
scrape or reverse engineer the Services except where applicable law expressly permits it and cannot be excluded;
upload or process material the Customer has no right to process; or
use the Services to harm people or to compromise another customer’s organisation.

11. Mobile, offline working and GPS

The companion mobile application is for Authorised Users of an existing Customer organisation. It is not a public sign-up or billing channel. Subscriptions are contracted with Offboard HQ Ltd under these Terms, not with Apple or Google. Apple and Google are not parties to this Agreement. Use of an app store may also be subject to that store’s own terms.

Mobile features may work offline. Information queued on a device may not reach the hosted service until a connection is available and synchronisation succeeds. Authorised Users should follow in-app sync and status indicators. Device, connectivity or sync problems may delay updates. We do not promise uninterrupted mobile connectivity.

Check-in and check-out may capture a one-off foreground reading of precise location, used as visit and attendance verification evidence. Accuracy can vary. Exceptions may need office review. This is not continuous background tracking. Location evidence does not prove with certainty that a visit was delivered correctly. Further detail is in the Privacy Policy.

12. Customer Data

The Customer retains ownership of Customer Data. Offboard HQ Ltd does not acquire ownership of care records merely because they are hosted in ISO Care.

The Customer grants Offboard HQ Ltd a limited licence to host, process, transmit, display, back up and otherwise use Customer Data solely as needed to provide, maintain, secure and support the Services, to comply with law, and to exercise rights under the Agreement (including the DPA).

ISO Care software, branding, documentation and underlying technology remain separate from Customer Data.

13. Data protection and DPA

The DPA at /dpa is incorporated into this Agreement. Whenever Offboard HQ Ltd processes Customer Personal Data as processor, the Customer is the controller and Offboard HQ Ltd is the processor, as set out in the DPA.

If these Terms conflict with the DPA on processing of Customer Personal Data, the DPA prevails to the extent of that conflict. Mandatory international-transfer clauses, if separately executed, prevail where legally required.

Processing where Offboard HQ Ltd acts as controller is described in the Privacy Policy and is outside the processor terms of the DPA.

14. Confidentiality

Each party shall keep the other party’s non-public business, customer and service information confidential and use it only to perform the Agreement. This is separate from the personal-data obligations in the DPA.

Confidentiality does not apply to information that:

is or becomes public other than by breach of this clause;
was independently developed without use of the confidential information;
is lawfully received from a third party not bound to keep it secret; or
must be disclosed by law, a court or a competent authority (after giving notice where legally allowed).

15. Intellectual property

Offboard HQ Ltd and its licensors retain all rights in the ISO Care software, website, designs, branding, documentation and underlying technology, subject to third-party and open-source rights.

During an active Subscription, Offboard HQ Ltd grants the Customer a limited, non-exclusive, non-transferable right to use the Services in accordance with the Agreement. This does not transfer ownership of Customer Data.

16. Third-party services

ISO Care depends on third-party infrastructure and providers. Current subprocessors and related processing are described in the DPA and Privacy Policy. Using those providers does not mean Offboard HQ Ltd has no responsibility for the Services. Offboard HQ Ltd remains responsible for providing the Services in accordance with the Agreement, including for subprocessors to the extent the DPA requires.

17. Availability, maintenance and support

We will use reasonable efforts to keep ISO Care available and to operate it with reasonable care and skill. We do not promise a specific uptime percentage, recovery time or recovery point, and we do not promise uninterrupted access.

The Services depend on the internet, cloud infrastructure, devices and mobile networks. Maintenance may be required. We will give reasonable advance notice of planned material maintenance where practicable. Emergency maintenance may occur with little or no notice where needed for security or stability.

Support is available at support@isocare.uk during ordinary business operations. We do not offer 24/7 cover or a guaranteed response time unless we agree that separately in writing.

18. Changes to the service

We may add, improve, secure or otherwise change ISO Care, including making technical changes. We may discontinue a feature where reasonably necessary.

If we make a material reduction in core paid functionality, we will give reasonable notice where practicable. If the Customer is materially adversely affected and we cannot offer a reasonable alternative, the Customer may cancel the Subscription in accordance with these Terms as its remedy for that change.

19. Cancellation

Paid Subscriptions are monthly. The Customer may cancel before the next renewal. Cancellation takes effect at the end of the then-current paid period. No further renewal fee is due after cancellation takes effect. Access continues through that paid period unless the Subscription is suspended or ended earlier for serious breach or security reasons under these Terms.

Fees already paid are ordinarily non-refundable, except where applicable law requires a refund or we expressly agree one.

There is not currently a self-service cancellation control in the product. Until one exists, the Customer may cancel by emailing support@isocare.uk from an authorised account contact, stating the organisation name and requesting cancellation.

Trial access may be ended as described in section 4. Sales enquiries about moving from trial to a paid plan may be sent to sales@isocare.uk.

20. Suspension and termination

We may suspend the Services where reasonably necessary because of: a serious or unremedied breach; a security threat; unlawful use; non-payment after reasonable notice; a legal or regulatory requirement; or a threat to other customers or to the integrity of the service. We will give notice and a chance to remedy where practical. Emergency security or legal suspension may be immediate.

Either party may terminate the Agreement:

if the other party commits a material breach and does not remedy it within a reasonable period after written notice (where the breach is remediable);
if the other party becomes insolvent, enters a relevant insolvency process, or is unable to pay its debts as they fall due, to the extent termination is permitted by law; or
if we are legally unable to continue providing the Services.

We may also terminate for prolonged non-payment after the process in section 6. The Customer may terminate by cancellation under section 19.

On termination or expiry, access to the Services ends, offboarding is handled under section 21 and the DPA, accrued payment obligations remain, and clauses that are intended to survive (including confidentiality, intellectual property, data protection, liability, and this survival wording) continue to apply.

21. Offboarding and data return

ISO Care does not currently provide a complete self-service organisation export. On written request during offboarding, we will take reasonable steps to return or export Customer Data, subject to technical feasibility, an agreed format, legal retention duties and reasonable notice. Unusually complex or custom export work may be chargeable if we agree the scope and charges in advance.

Return and deletion of Customer Personal Data is also governed by the DPA. Backup copies may remain until they are overwritten or retired in the ordinary backup lifecycle, as described in the DPA. We do not publish a contractual backup retention period in these Terms.

22. Disclaimers and professional responsibility

ISO Care does not itself provide medical, clinical, legal, regulatory, accounting or tax advice. Reports and records generated from information the Customer enters are operational tools. The Customer must apply its own professional judgement.

Except as set out in the Agreement, and to the extent permitted by law, we do not give any other warranty as to fitness for a particular regulatory outcome. Section 23 preserves liabilities that cannot legally be excluded.

23. Liability

Nothing in the Agreement excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that applicable law does not allow to be excluded or limited.

Subject to the paragraph above, neither party is liable to the other for: loss of profit, loss of revenue, loss of business, loss of goodwill, or loss of anticipated savings; or for any indirect or consequential loss.

Subject to the two paragraphs above, Offboard HQ Ltd’s total aggregate liability arising out of or in connection with the Agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited as follows.

The General Cap is the greater of (a) £5,000 and (b) the total Subscription fees paid or payable by the Customer in the 12 months preceding the event giving rise to the claim (or, if the Customer has had a Subscription for less than 12 months, during that shorter period).

The Super Cap is the greater of (a) £25,000 and (b) the total Subscription fees paid or payable by the Customer in the 24 months preceding the event giving rise to the claim (or, if the Customer has had a Subscription for less than 24 months, during that shorter period).

Protected Claims means liability arising from breach of data-protection obligations under the Agreement (including the DPA) or breach of confidentiality obligations under the Agreement. Protected Claims are limited by the Super Cap. All other claims against Offboard HQ Ltd that are subject to a financial cap under this section are limited by the General Cap.

The Super Cap is a separate ceiling for Protected Claims. It is not an additional pot of recovery for the same loss. The Customer may recover a given loss only once. A Protected Claim is recovered under the Super Cap and cannot also be recovered again under the General Cap. Other capped claims are recovered under the General Cap only. Where one event causes both Protected Claims and other capped claims, each category is limited by its own cap, but the same loss cannot be counted in both.

The Customer shall indemnify Offboard HQ Ltd against reasonably incurred losses arising from a third-party claim to the extent the claim is caused by Customer Data that the Customer had no right to process, by the Customer’s instruction to process personal data unlawfully, or by deliberate misuse of the Services by the Customer or its Authorised Users. This indemnity is subject to the liability framework in this section (including the General Cap or, where the indemnified claim corresponds to a Protected Claim, the Super Cap), except where the Customer’s conduct is fraudulent or applicable law does not permit limitation. Offboard HQ Ltd shall give prompt notice of a relevant claim and reasonable cooperation, at the Customer’s cost for that cooperation.

24. Force majeure

Neither party is in breach, or liable for delay or failure to perform, to the extent caused by an event beyond that party’s reasonable control (including failure of a third-party infrastructure provider despite reasonable precautions, epidemic, war, terrorism, riot, fire, flood, or a change in law that makes performance illegal). Lack of funds, staffing shortages within the affected party’s reasonable control, and ordinary defects in that party’s own software that it could reasonably have prevented or remedied, are not force majeure.

The affected party shall give notice where practicable and use reasonable efforts to mitigate. If a force-majeure event continues for more than 30 days, either party may terminate the affected Subscription on written notice.

25. Changes to these Terms

We may update these Terms for legal or regulatory reasons, security, product changes or commercial reasons. The current version will be published at https://www.isocare.uk/terms with an updated date.

Material changes that affect an existing Customer will take effect on reasonable notice (including by email to an account contact or an in-service message). We do not treat a silent website edit, with no notice, as immediately binding an existing paid Customer to a material change. Continued use after the stated effective date constitutes acceptance of the updated Terms, except where applicable law requires a different method of agreement.

26. Assignment

The Customer may not transfer this Agreement to another organisation without Offboard HQ Ltd’s prior written consent, not to be unreasonably withheld or delayed for a genuine transfer of the Customer’s care business to a solvent transferee that agrees in writing to these Terms.

Offboard HQ Ltd may assign or transfer this Agreement to an affiliate or to a purchaser of the ISO Care business, and will notify the Customer. The transfer will not reduce the Customer’s rights under the Agreement.

27. Notices

Formal contractual notices may be given by email to support@isocare.uk (for notices to Offboard HQ Ltd) and to the Customer’s then-current organisation owner or billing contact email (for notices to the Customer). Postal notice to the registered office may be used but is not required for ordinary operational communications.

Privacy and data-protection requests remain as described in the Privacy Policy and DPA, including support@isocare.uk.

28. General

The Agreement is the entire agreement between the parties about its subject matter and replaces earlier discussions on that subject. Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

A delay or failure to enforce a right is not a waiver. If a provision is found unenforceable, the rest remains in effect.

The parties are independent contractors. These Terms do not create a partnership, joint venture or agency, and neither party may bind the other.

A person who is not a party to this Agreement has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999, except where a mandatory international-transfer mechanism or the DPA legally requires a third-party right, or a clause expressly says otherwise. The parties may vary or terminate the Agreement without a third party’s consent except where that would be unlawful.

29. Governing law and jurisdiction

This Agreement is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

30. Contact

Offboard HQ Ltd
Company number: 17015641
Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Support: support@isocare.uk
Sales: sales@isocare.uk

You may also use our Contact page.