Terms of service

These terms govern your use of ScanSolve. By creating an account, or by using the service, you agree to them. If you are agreeing on behalf of an organisation, you confirm you have authority to bind it. ScanSolve is provided for business use. It is not intended for consumers.

1. Who we are

ScanSolve (“we”, “us”) operates the service at scansolve.co. You can reach us at support@scansolve.co. In these terms, “you” means the organisation holding the account.

2. What the service does

ScanSolve lets you create and print QR code labels, place them at locations you choose, and receive fault reports submitted by people who scan them. You manage those reports in a dashboard, assign them, and track them to resolution. We may change or improve the service over time. If we remove a material feature you rely on, we will tell account holders by email before it happens.

3. Your account

• You are responsible for activity under your account and for the people you invite to it.
• Sign-in is by emailed link or one-time code. Keep access to that mailbox secure.
• You must give accurate account information and keep it current.
• You must be at least 18 and able to enter a contract.

4. Acceptable use

You agree not to:

• Use the service unlawfully, or to store or transmit unlawful content.
• Place QR labels in a way intended to deceive people about who is collecting their report.
• Attempt to access another organisation's data, probe our systems, or bypass rate limits.
• Resell or provide the service to a third party as your own, unless we agree in writing.
• Use the service to collect special category personal data, such as health or biometric data.

We may suspend an account that we reasonably believe is breaching this section, or that poses a security or legal risk. Where practical we will tell you first and give you a chance to put it right.

5. Plans, fees and renewal

• Starter is free. We may change what it includes, or withdraw it, on 30 days' notice by email.
• Prime is a monthly subscription, charged in advance, renewing automatically until cancelled. Prices are shown on our pricing page and exclude VAT where applicable.
• Enterprise is provided under a separate order form, which takes precedence over these terms where the two conflict.
• You can cancel a subscription at any time. It runs until the end of the paid period, and we do not give partial refunds for a period already started.
• We may change prices. Existing subscribers get at least 30 days' notice by email, and the change applies from the next renewal.
• Payments are processed by Stripe. We do not receive or store your card details.
• If a payment fails, we may suspend paid features after telling you. Your data is not deleted for non-payment during a suspension.

6. Your data

Your data stays yours. We do not sell it and we do not use it to train AI models. We use it to run the service, and to keep the service secure and working.

For personal data contained in fault reports, you are the controller and we are the processor. Our data processing agreement sets out that relationship and forms part of these terms.

You can export issue data as CSV at any time. If you ask us to delete your organisation and its data, we will do so within 30 days and confirm when it is done. We may keep backups and records we are required to keep, for no longer than necessary.

7. Availability and support

We work to keep the service available, but we do not promise it will be uninterrupted or error free. Starter and Prime are provided without a service level agreement. Support is by email to support@scansolve.co, and we aim to reply within two working days. Enterprise customers get the response times stated in their order form. We may take the service down for maintenance, and we will give notice where we reasonably can.

8. Our intellectual property

We own the service, the software and our branding. We grant you a non-exclusive, non-transferable right to use it while your account is active. You may use the QR labels you generate in your own premises without restriction. On the Starter plan, reporter pages carry a “Powered by ScanSolve” badge; paid plans can replace it with your own logo.

9. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that:

• Neither of us is liable for indirect or consequential loss, loss of profit, loss of business, or loss of anticipated savings.
• Our total liability in any 12 month period is limited to the fees you paid us in the 12 months before the claim arose.
• If you are on the Starter plan and have paid us nothing, our total liability is limited to £100.
• ScanSolve is a reporting tool. It is not a safety system, an alarm, or a substitute for inspection, maintenance or statutory compliance. You remain responsible for the condition of your premises and for acting on what is reported.

10. Indemnity

You will indemnify us against claims arising from your unlawful use of the service, or from content you or your reporters submit through it, except to the extent the claim is caused by our breach of these terms.

11. Term and ending the agreement

These terms apply while your account exists. You can close your account at any time. Either of us may end the agreement on 30 days' written notice, and we may end it immediately for a material breach that is not put right within 14 days of us asking. On termination your right to use the service stops, and you should export any data you want to keep.

12. Changes to these terms

We may update these terms. For material changes we will give account holders at least 30 days' notice by email, and the version and date at the top of this page will change. Continuing to use the service after that means you accept the new terms.

13. General

• Neither of us may transfer this agreement without the other's consent, except as part of a sale of the business.
• If a clause is unenforceable, the rest still applies.
• Not acting on a breach straight away does not waive the right to act later.
• These terms, the data processing agreement, and any order form are the whole agreement between us.
• Nobody other than you and us has rights under this agreement.

14. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.