Terms of Service

1. Agreement

These Terms of Service (“Terms”) govern access to and use of the Graicx platform and website provided by Graicx Ltd (“Graicx”, “we”, “us”). By using the service you agree to these Terms. Where a signed order form or master agreement exists between Graicx and your organisation, that agreement takes precedence over these Terms to the extent of any conflict.

2. Definitions

• “Customer” — the organisation that subscribes to the service.
• “Authorised User” — a person the Customer permits to use the service (office users and technicians).
• “Customer Content” — data the Customer or its users submit to the platform.
• “Service” — the Graicx platform, mobile field app, occupant portal and related features.

3. Accounts and access

The Customer is responsible for its Authorised Users, for keeping credentials secure, and for all activity under its account. Access is licensed, not sold, and is non-exclusive and non-transferable.

4. Subscriptions, pricing and billing

The service is provided on a subscription basis priced by site size, as described at www.graicx.com/#pricing. Plans include a number of office seats and unlimited technician seats; additional office seats are charged as published. Fees are billed monthly or annually in advance and are exclusive of VAT.

• Milo AI chat and document-analysis usage is included up to the monthly allowance for your plan; usage beyond the allowance may be capped or charged as agreed.
• Triage, closeout assist, dispatch and notifications are included at no additional usage charge.
• Fees are non-refundable except where required by law or expressly agreed in an order form.

5. Acceptable use

The Customer must not, and must ensure its users do not:

• Use the service unlawfully, or to store or transmit unlawful, infringing or harmful content.
• Attempt to gain unauthorised access to the service, other tenants’ data, or underlying systems.
• Reverse engineer, resell or provide the service to third parties except as permitted.
• Interfere with the integrity or performance of the service, or circumvent usage limits.

6. AI features

The service includes AI-assisted features (for example service-request triage, the Milo assistant, asset suggestions and document analysis). AI output is probabilistic and may be incomplete or incorrect. It is provided to assist Authorised Users and must be reviewed by a competent person before being relied upon.

Compliance, Dynamic Risk Assessment and related features support the Customer’s processes but do not constitute legal, safety or professional advice and do not transfer or discharge the Customer’s statutory or regulatory duties, which remain the Customer’s responsibility.

7. Customer Content and data protection

As between the parties, the Customer owns its Customer Content. The Customer grants Graicx the rights needed to host and process Customer Content to provide the service. Graicx processes personal data as described in the Privacy Policy and, where applicable, a data-processing agreement. The Customer is responsible for the accuracy and lawfulness of the Customer Content it provides.

8. Availability and support

We aim to keep the service available and to provide support appropriate to the plan, but unless a specific service level is set out in an order form, the service is provided without a guaranteed uptime commitment. We may carry out maintenance and will use reasonable efforts to minimise disruption.

9. Intellectual property

Graicx and its licensors own all rights in the service, including software, design and documentation. No rights are granted except the limited right to use the service under these Terms. Feedback you provide may be used by Graicx to improve the service without obligation.

10. Warranties and disclaimers

We provide the service with reasonable skill and care. Except as expressly stated, and to the extent permitted by law, the service is provided “as is” and we exclude all implied warranties, including fitness for a particular purpose. Nothing in these Terms excludes liability that cannot be excluded by law.

11. Limitation of liability

To the extent permitted by law, neither party is liable for indirect or consequential loss, loss of profit, revenue or data. Each party’s total liability arising under or in connection with the agreement is limited to the fees paid by the Customer in the 12 months before the event giving rise to the claim. Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be limited.

12. Term and termination

Subscriptions run for the term selected and renew unless cancelled before renewal. Either party may terminate for material breach not remedied within 30 days of notice. On termination, the Customer’s right to use the service ends; the Customer may export its data for a reasonable period, after which it may be deleted.

13. Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, without affecting any statutory rights the Customer may have.

14. Changes and contact

We may update these Terms; material changes will be notified through the service or by email. Questions? Email alexander@graicx.ai or write to [registered address].