Terms of Service

Effective date: 12 April 2026 · Last updated: 12 April 2026

These Terms of Service ("Terms") govern your access to and use of the Hande platform, website, and related services (the "Service") provided by Hande Enterprise Ltd ("Hande", "we", "us"), a company registered in England and Wales.

By accessing or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.

1. Definitions

• "Account" means the user account created to access the Service.
• "Customer" means the organisation that subscribes to the Service.
• "Authorised User" means any individual granted access to the Service by the Customer.
• "Customer Data" means all data entered into the Service by the Customer or its Authorised Users.
• "Subscription" means the paid plan selected by the Customer.

2. The Service

Hande is a cloud-based care management platform designed for Ofsted-regulated children's homes and supported accommodation providers. The Service enables care providers to manage young person records, incident reporting, care planning, staff management, compliance monitoring, and related operational functions.

The Service is intended for use by care professionals in their professional capacity. It is not intended for direct use by children or young people.

3. Account registration

• You must provide accurate and complete information when creating an Account.
• You are responsible for maintaining the confidentiality of your login credentials.
• You must notify us immediately of any unauthorised use of your Account.
• You are responsible for all activity that occurs under your Account.
• We reserve the right to suspend or terminate Accounts that violate these Terms.

4. Subscriptions and payment

4.1 Plans and pricing

The Service is offered on a monthly subscription basis. Current pricing is published on our website. Prices are exclusive of VAT unless otherwise stated.

4.2 Billing

Subscription fees are billed monthly in advance. Payment is due on the billing date and will be charged to the payment method on file. If payment fails, we may suspend access to the Service until the outstanding balance is settled.

4.3 Changes to pricing

We may change our pricing with 30 days' written notice. Price changes will take effect at the start of your next billing cycle following the notice period.

4.4 No long-term contracts

You may cancel your Subscription at any time. Cancellation takes effect at the end of the current billing period. No refunds are provided for partial billing periods.

5. Customer data

5.1 Ownership

You retain all rights in your Customer Data. Hande does not claim ownership of any data you enter into the Service.

5.2 Licence

You grant Hande a limited, non-exclusive licence to process your Customer Data solely for the purpose of providing the Service to you, in accordance with our Privacy Policy and any Data Processing Agreement in place.

5.3 Data export

You may export your Customer Data at any time during your Subscription. Upon termination, we will make your data available for export for 30 days. After this period, Customer Data will be securely deleted unless retention is required by law.

5.4 Data processing

Where the Customer is a data controller and Hande acts as a data processor, the parties will enter into a Data Processing Agreement that complies with Article 28 of UK GDPR. Hande will process Customer Data only in accordance with the Customer's documented instructions.

6. Acceptable use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable regulations
• Attempt to gain unauthorised access to the Service or its underlying systems
• Interfere with the security or integrity of the Service
• Reverse-engineer, decompile, or disassemble any part of the Service
• Use the Service to store or transmit malicious code
• Share Account credentials with unauthorised individuals
• Use the Service in a manner that could damage, disable, or impair its operation
• Resell, sublicence, or redistribute the Service without our written consent
• Use automated scripts or bots to access the Service without prior authorisation

7. Regulatory compliance

Hande is designed to support compliance with applicable regulations, including the Children's Homes (England) Regulations 2015 and the Supported Accommodation (England) Regulations 2023. However:

• The Service is a tool to assist compliance — it does not guarantee compliance.
• The Customer remains solely responsible for meeting its regulatory obligations.
• Hande does not provide legal advice. Features referencing specific regulations are informational only.
• AI-assisted features (such as report drafting) are advisory tools. The Customer is responsible for reviewing and approving all content before use in a regulatory context.

8. Intellectual property

The Service, including its software, design, documentation, and branding, is owned by Hande Enterprise Ltd and protected by intellectual property laws. Your Subscription grants you a limited, non-exclusive, non-transferable right to use the Service for your internal business purposes during the Subscription period.

You may not copy, modify, distribute, or create derivative works based on the Service without our written consent.

9. Availability and support

9.1 Availability

We aim to maintain Service availability of 99.5% measured monthly, excluding scheduled maintenance. We will provide reasonable notice of planned maintenance where practicable.

9.2 Support

Support is available via email at hello@handeapp.co.uk. We aim to respond to support requests within one business day.

9.3 Updates

We may update the Service from time to time to improve functionality, fix issues, or address security concerns. We will notify you of material changes that affect how you use the Service.

10. Limitation of liability

10.1 Service provided "as is"

To the maximum extent permitted by law, the Service is provided on an "as is" and "as available" basis. We make no warranties, express or implied, regarding the Service's fitness for a particular purpose, accuracy, or uninterrupted availability.

10.2 Liability cap

To the maximum extent permitted by law, Hande's total aggregate liability arising out of or in connection with these Terms or the Service shall not exceed the total fees paid by you in the 12 months preceding the claim.

10.3 Exclusions

To the maximum extent permitted by law, Hande shall not be liable for:

• Indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunity
• Costs of procuring substitute services
• Any matter beyond our reasonable control

10.4 Nothing excluded

Nothing in these Terms excludes or limits liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under applicable law.

11. Indemnification

You agree to indemnify and hold Hande harmless from any claims, damages, or expenses (including reasonable legal fees) arising from:

• Your breach of these Terms
• Your use of the Service in violation of applicable law
• Customer Data that infringes the rights of a third party
• Your failure to meet your obligations as a data controller

12. Suspension and termination

12.1 By you

You may cancel your Subscription at any time by contacting us at hello@handeapp.co.uk. Cancellation takes effect at the end of the current billing period.

12.2 By us

We may suspend or terminate your access if:

• You breach these Terms and fail to remedy the breach within 14 days of notice
• Fees remain unpaid for more than 30 days after the due date
• Continued provision of the Service to you would violate applicable law
• Your use of the Service poses a security risk to the Service or other users

12.3 Effect of termination

Upon termination: (a) your right to access the Service ceases immediately; (b) we will make your Customer Data available for export for 30 days; (c) after the export period, Customer Data will be securely deleted; (d) any outstanding fees remain payable.

13. Confidentiality

Each party agrees to keep confidential any information designated as confidential or that would reasonably be understood to be confidential. This obligation does not apply to information that: (a) is publicly available; (b) was already known to the receiving party; (c) is independently developed; or (d) is required to be disclosed by law.

14. Force majeure

Neither party shall be liable for failure to perform its obligations where such failure results from circumstances beyond its reasonable control, including natural disasters, acts of government, power failures, internet disruptions, or pandemic-related restrictions.

15. Changes to these Terms

We may update these Terms from time to time. We will provide at least 30 days' notice of material changes via email or in-platform notification. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms. If you do not agree, you may terminate your Subscription before the changes take effect.

16. General provisions

• Entire agreement: These Terms, together with our Privacy Policy and any Data Processing Agreement, constitute the entire agreement between you and Hande.
• Severability: If any provision is found to be unenforceable, the remaining provisions shall continue in full force and effect.
• Waiver: Failure to enforce any right or provision shall not constitute a waiver of that right or provision.
• Assignment: You may not assign these Terms without our written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.
• Third-party rights: These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

17. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact us

If you have any questions about these Terms, contact us:

• Email: hello@handeapp.co.uk
• Website: handeapp.co.uk