Legal · Terms

Terms of Service

Draft for legal review · not yet in force

01The agreement

These terms govern the use of the FCRM platform (the “Service”) provided by [LEGAL ENTITY NAME] (“FCRM”, “we”). By creating an organisation, or by using the Service on behalf of one, you accept them. If you accept on behalf of an organisation, you confirm you are authorised to do so.

Where the Service processes case content, these terms incorporate the Data Processing Agreement and the Privacy Policy. If they conflict on data protection, the DPA prevails.

02The service

FCRM is a platform for community feedback and misconduct reporting: intake forms, case management with a standard and a sensitive track, sensitivity routing to named recipients, an append-only accountability trace, workflow rules, webhooks and reporting. The Service is delivered as hosted software; we operate it, you configure it.

We may improve or change features. We will not materially reduce the security properties described on the Security page for the term of a paid subscription without notice.

03Plans, limits and prices

Prices are per staff user per month, billed monthly, exclusive of VAT.

Community submitters are not users for billing purposes and are never charged, on any plan. Plans may be changed at any time; the new price applies from the next billing period. If you exceed a plan limit, we may ask you to move to the plan that covers your use, and will not suspend intake without notice.

Trial. A new organisation may run a trial for 30 days with up to 25 active users, extendable once by 30 days with a recorded reason. At the end of the trial the staff application becomes read-only and the reporting form stays open for 14 further days; data is due for deletion 60 days after the trial ends unless you convert.

04Accounts and security

• Each person uses their own account. Credentials are not shared.
• Multi-factor authentication is required for staff accounts; you are responsible for enrolling your people.
• You must have at least one organisation administrator and one billing contact, and tell us promptly when they change.
• Tell us immediately at [SECURITY EMAIL] if you believe an account or a case has been compromised.

05Your data, and who decides about it

You own the data you and your submitters put into the Service. We process it as your processor, on your instructions — the configuration you set is the instruction. You decide which cases are sensitive, who may read them, and how long they are kept.

We will not access case content except to provide support you have asked for, to investigate a security incident, or where the law requires it, and such access is logged and limited to named staff.

06Acceptable use

You may not use the Service to:

• submit knowingly false reports as a systematic attack on a person or organisation;
• harass, threaten, or retaliate against anyone who reports in good faith;
• process data you have no lawful basis to process;
• attempt to access cases, tenants or data you are not authorised to access;
• probe, scan or load-test the platform without written agreement;
• resell the Service, or operate it as a bureau service for third parties.

We may suspend a specific form or integration, rather than the whole organisation, where that is enough to stop abuse — intake for vulnerable people should not stop because of an administrative dispute.

07Availability and support

We target 99.5% monthly availability for public intake endpoints. Support is by email to [SUPPORT EMAIL], with a target first response of one business day and a security incident acknowledged the same day. Service credits are not offered under this version of the terms; where an enterprise agreement provides for them, that agreement prevails.

08Billing

• Subscriptions are billed monthly in advance; usage above plan seats is billed in arrears by seat-day.
• Invoices are due within 14 days. Late payment may lead to suspension after notice.
• We do not store card data; the payment provider does.
• Prices may change with 30 days' notice, never mid-period.
• Taxes are added where applicable; you provide a valid VAT number where you have one.

09Suspension and termination

You may cancel at any time; the subscription ends at the close of the current billing period. Either party may terminate for material breach that is not cured within 30 days of notice. On termination, we make an export available for 30 days in open formats, then delete or return data as the DPA requires and issue a deletion certificate.

10Intellectual property

We own the Service, its code, and its documentation. You own your data, your forms and your case content. You grant us only the licence needed to operate the Service for you. Nothing in these terms transfers ownership of case content to us, and we will not use it to train models.

11Liability

Nothing limits liability for wilful misconduct, death or personal injury caused by negligence, or any liability that cannot be limited by law. Subject to that, each party's aggregate liability in any 12-month period is limited to the fees paid or payable in that period, and neither party is liable for indirect or consequential loss, including lost funding, lost reputation, or loss of anticipated savings.

12Changes, law and contact

We may update these terms with 30 days' notice for material changes; continued use after that date is acceptance. These terms are governed by the laws of North Macedonia, with the courts of [CITY] having jurisdiction, without prejudice to mandatory consumer or data protection rights.

Notices: [LEGAL EMAIL] · [POSTAL ADDRESS].