ClearTrack CX – Terms of Use

Last updated: April 2025

These Terms of Use (“Agreement”) govern the use of the ClearTrack CX platform and services. By accessing or using the platform, you agree to be bound by these terms. If you do not agree, you must not use the Services.

1. Definitions

• “ClearTrack CX”, “we”, “us”: The customer experience software platform and services operated by ClearTrack CX Ltd.
• “Customer”, “you”: The business or organisation subscribing to the Services.
• “Authorised Users”: Individuals you authorise to access and use the platform under your subscription.
• “Customer Data”: All data and content provided by or on behalf of you, your users, or your systems.
• “Services”: Access to the ClearTrack CX software, reporting tools, feedback systems, and any associated features and support.
• “Effective Date”: The date your subscription is activated and access to the Services begins.

2. Subscription Basis

ClearTrack CX is available strictly on a subscription-only basis.

Access to the Services is conditional on maintaining an active, paid subscription in accordance with our current pricing model. Our most up-to-date pricing and packaging are published at: [Insert Link to Pricing Page].

3. Use of Services

You are granted a limited, non-exclusive, non-transferable right to access and use the ClearTrack CX platform during your active subscription period.

You agree not to:

• Copy, adapt, or reverse engineer any part of the platform;
• Use the platform to build a competing service;
• Permit unauthorised access or use of the system.

ClearTrack CX reserves the right to suspend access or terminate use in cases of misuse, breach of these terms, or unlawful activity.

4. Authorised Users

You are responsible for managing user access within your organisation. Only your nominated Authorised Users may access the platform using secure credentials. You are responsible for all activities conducted under your account.

5. Data Privacy & Security

You retain full ownership of all Customer Data.

ClearTrack CX processes Customer Data solely to deliver the Services and complies with all applicable UK data protection laws.

We act as data processor, and you remain the data controller under UK GDPR.

Data may be stored or transferred securely outside the UK/EEA with appropriate legal safeguards in place.

6. Service Availability

We aim to maintain platform availability 24/7, subject to reasonable maintenance windows and third-party dependencies. Planned downtime will typically occur outside business hours and will be notified in advance where possible. We do not guarantee uninterrupted service and are not liable for downtime caused by third-party infrastructure.

7. Intellectual Property

All intellectual property rights in the platform, features, documentation, and outputs (excluding Customer Data) remain the sole property of ClearTrack CX Ltd or its licensors. Nothing in this Agreement transfers ownership to you.

8. Termination & Cancellation

Subscriptions continue on a rolling basis unless formally cancelled.

You may cancel your subscription by providing a minimum of 3 months’ written notice, to allow for disengagement, integration unravelling, and secure transfer or deletion of Customer Data.

Access will remain active during the notice period, and you are responsible for all fees due during this time.

Upon cancellation:

• We will provide a standard export of Customer Data if requested;
• All system integrations and automation will be deactivated at the end of the notice period;
• Any bespoke transfer support may be subject to additional charges.

We reserve the right to suspend or terminate your access for non-payment, breach of terms, or misuse of the platform.

9. Fees and Invoicing

Subscription fees are billed monthly in advance and are non-refundable.

Our current pricing schedule is published at [Insert Link to Pricing Page].

We reserve the right to revise fees with prior notice.

Late or failed payments may result in immediate suspension of services.

10. Limitation of Liability

The Services are provided “as-is” and without warranties of any kind. To the fullest extent permitted by law:

• We are not liable for indirect, incidental, or consequential losses;
• Our total liability under this Agreement is limited to the amount paid by you in the 3 months prior to any claim;
• We are not responsible for delays, outages, or failures caused by third-party providers or force majeure events.

11. Governing Law

This Agreement is governed by the laws of England and Wales. Any disputes shall be resolved exclusively in the courts of England and Wales.

12. Contact

ClearTrack CX Ltd
St Georges Court, St. Georges Road
Bristol, BS1 5UG
Company No. 08141298
Email: wecanhelp@cleartrackcx.com