Terms of service

1. Who these terms are between

These terms govern the relationship between Practice Digital ("we", "us", "our") and the practice or clinic that signs up to use our service ("you", "your"). By submitting an onboarding application and authorising a Direct Debit mandate, you agree to be bound by these terms.

2. What we provide

We design, build, host and maintain a website for your practice on one of the published tiers — Standard, Managed, or PCN bundle. Each tier's included features are described on the pricing page at the time of signup, and form part of your contract with us.

3. Fees and payment

Fees are as published on the pricing page at the time of signup. You authorise us, via GoCardless, to collect:

• An annual subscription fee, invoiced on the date your site first goes live and on each anniversary thereafter. There is no setup fee.

You will receive three working days' written notice of every Direct Debit collection. The full Direct Debit Guarantee applies.

4. Price changes

We do not raise prices on existing customers. The subscription fee you sign up at today is the subscription fee you pay at every renewal for as long as you remain a customer, on the same tier and at the same billing frequency. Should we ever need to revise this policy — for example if a regulatory cost change makes a tier impossible to sustain — we will notify you in writing at least 90 days before any change takes effect and you will have the right to cancel without penalty.

5. Contract length and cancellation

There is no minimum contract term. You can cancel by giving us 30 days' written notice. We will continue to provide service through the notice period, and on its expiry we will export your content and assist with migration to whichever provider you choose.

If we materially fail to meet the service levels described in your tier, you may cancel immediately for breach.

6. What we expect from you

You agree to provide us with the information we need to deliver the service (practice details, content, team information where requested), to respond to drafts and approvals within reasonable timeframes, and to keep your login credentials secure. You confirm that you have the authority to set up Direct Debits on the practice's bank account.

7. Content and intellectual property

Content you provide remains yours. The design, code and template we develop for you is licensed to you for as long as you remain a customer. On cancellation we will export your content in a portable format; the underlying template and any platform-shared components remain ours.

You are responsible for ensuring that content you supply is accurate, legal, and that you have the rights to use it. Photographs of staff and patients must have appropriate consent, including under the relevant data-protection and clinical-confidentiality frameworks.

8. Clinical content review

Patient-facing clinical content on your site will be reviewed by one of our practising clinicians before going live. This review is a quality safeguard, not a substitute for clinical governance within your own practice. You remain the clinical authority on what appears on your site, and you have final sign-off on every page before it is published.

9. Service levels

Our published service levels are: 48-hour routine update turnaround; 2-working-hour response to urgent requests; 99.9% uptime target; daily encrypted backups. These are commitments, not guarantees of result. If we breach them materially, we'll credit your account accordingly and tell you what we're doing to fix the cause.

10. Compliance

We build every site to meet NHS England benchmarking, WCAG 2.2 AA, UK GDPR and (for Welsh practices) the Welsh Language Standards. Where compliance frameworks evolve, we will update your site within a reasonable timeframe at no extra cost.

11. Liability

To the maximum extent permitted by law, our liability to you in respect of any claim arising under these terms is capped at the total fees you have paid us in the twelve months preceding the claim. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.

12. Data protection

How we handle your data is set out in our privacy policy. We will sign a Data Processing Agreement on request and engage directly with your DPO. We do not route patient personally-identifiable information through third-party trackers or analytics.

13. Governing law

These terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising under them.

14. Changes to these terms

We may update these terms from time to time. Material changes will be notified to you in writing at least 60 days in advance, and you will have the right to cancel without penalty if you don't accept them.

Note for the legal team: this is a draft. Before going live, fill in the company name in section 1, confirm the SLA wording in section 9 against what you actually want to commit to, and have a UK solicitor familiar with B2B SaaS review the whole document — particularly sections 7, 8 and 11.