Last updated: 12/06/2026

Name of company

Thames Innovation Systems Limited

Registered office

25, The Crescent, Plymouth, PL13AD

Business ID no.

Limited company ID: 16057073

VAT no.

GB491313989

Regulatory authority

United Kingdom

These Terms and Conditions govern access to and use of the OnePal software platform and website.

OnePal is operated and licensed by Thames Innovation Systems Limited, a company registered in England and Wales under company number 16057073, with its registered office at T25, The Crescent, Plymouth, PL13AD (“OnePal”, “we”, “us”, “our” or the “Licensor”).

The business or organisation creating an account or purchasing a subscription is referred to as the “Customer”, “Licensee”, “you” or “your”.

1. Acceptance of these Terms

By creating a OnePal account, activating a licence, purchasing a subscription, selecting the acceptance checkbox or otherwise accessing the OnePal platform, you confirm that:

1. you have read and accepted these Terms and Conditions;
2. you are authorised to enter into this agreement on behalf of the relevant business or organisation;
3. the information supplied during registration is accurate; and
4. you will use OnePal only for lawful business purposes.

If you do not agree to these Terms, you must not create an account or use the platform.

These Terms apply from the date on which your account is created or your subscription is activated.

2. Business use

OnePal is provided for business and professional use.

It is not intended primarily for personal, domestic or consumer use.

The person registering the account confirms that they have authority to accept these Terms on behalf of the organisation named on the account.

3. Software licence

Subject to payment of all applicable fees and compliance with these Terms, Thames Innovation Systems Limited grants you a limited, non-exclusive, non-transferable and revocable licence to access and use OnePal for your internal business operations.

Your licence may be limited by:

• the number of users;
• the number of business locations or sites;
• the modules included in your subscription;
• storage or usage allowances;
• the selected payment plan; and
• any limits stated during registration, checkout or in a separate written agreement.

You may not:

• resell, sublicense or commercially distribute access to OnePal without our written permission;
• copy or reproduce the software except as permitted by law;
• reverse engineer, decompile or attempt to obtain the source code;
• bypass user, site, payment or security restrictions;
• share account access with unauthorised persons;
• introduce viruses, malware or harmful code;
• interfere with the security or operation of the platform; or
• use OnePal for unlawful, fraudulent, abusive or misleading purposes.

4. Regulatory and compliance information

OnePal provides digital tools for recording, organising and managing operational and compliance-related activities.

We will use commercially reasonable efforts to develop and update relevant features and templates with reference to:

• applicable UK legislation and regulations;
• relevant ISO standards;
• publicly available government and regulatory guidance;
• recommendations published by the Care Quality Commission where applicable; and
• guidance issued by other relevant UK agencies and industry bodies.

However, laws, regulations, standards and official guidance may change at any time. We do not guarantee that every feature, template, question, workflow or recommendation will always reflect every regulatory change immediately.

OnePal is not:

• a legal advisory service;
• a clinical or medical advisory service;
• a regulatory inspection service;
• an ISO certification service;
• a replacement for professional advice; or
• a guarantee that your organisation will achieve or maintain regulatory compliance.

You remain responsible for:

• identifying the laws and regulations that apply to your organisation;
• reviewing whether OnePal templates are suitable for your activities;
• configuring the platform correctly;
• maintaining appropriate policies and procedures;
• training and supervising your employees and contractors;
• ensuring records are accurate and complete;
• responding appropriately to incidents, alerts and identified risks;
• retaining records for the required periods; and
• meeting all regulatory, safeguarding, clinical, employment, data-protection and health and safety obligations.

Use of OnePal does not by itself establish or prove compliance with any law, regulator, ISO standard or industry requirement.

5. User accounts

You are responsible for all activity carried out through your organisation’s account.

You must:

• provide accurate registration and billing information;
• keep account information up to date;
• keep passwords and access credentials secure;
• assign appropriate access permissions;
• prevent unauthorised account use;
• remove access when a member of staff leaves or no longer requires access;
• use suitable security measures on devices used to access OnePal; and
• notify us promptly if you suspect that an account has been compromised.

You are responsible for the actions and omissions of users authorised to access your account.

We may require you to reset login details or take additional security steps where suspicious activity is identified.

6. Customer data

You retain ownership of the information, records, documents, photographs, assessment results and other content entered into OnePal by or on behalf of your organisation (“Customer Data”).

You grant us permission to host, copy, organise, display, transmit, secure, back up and otherwise process Customer Data only where reasonably necessary to:

• provide the OnePal service;
• maintain and secure the platform;
• provide customer support;
• follow your lawful instructions;
• comply with legal obligations; and
• enforce these Terms.

You are responsible for ensuring that Customer Data:

• is collected and processed lawfully;
• is accurate and appropriate;
• does not infringe the rights of another person;
• is not entered into OnePal without an appropriate legal basis;
• is accessible only to authorised users; and
• is managed in accordance with your own legal and regulatory obligations.

7. Data protection and GDPR

Each party must comply with applicable data-protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018.

In relation to personal data entered into OnePal by your organisation:

• your organisation will normally act as the data controller; and
• Thames Innovation Systems Limited will normally act as the data processor.

Where we act as a data processor, we will take appropriate technical and organisational measures intended to protect personal data against unauthorised access, unlawful processing, accidental loss, destruction or damage.

We may use third-party service providers and subprocessors where necessary to provide OnePal. These may include hosting, infrastructure, communication, analytics, support and payment-processing providers.

Additional information about how personal data is handled is available in our:

• Privacy Policy;
• Data Processing Agreement; and
• Subprocessor List,

where published or separately agreed.

You are responsible for:

• determining your lawful basis for processing personal data;
• providing appropriate privacy information to employees, residents, clients, patients, service users and other individuals;
• obtaining consent where consent is legally required;
• managing data-subject requests;
• deciding which information should be entered into OnePal; and
• ensuring that your users handle personal data appropriately.

8. Independent backups

We will use reasonable measures intended to protect the security, availability and resilience of Customer Data.

However, OnePal must not be treated as your organisation’s only permanent archive or backup system.

You are responsible for keeping separate and appropriately secured copies of important or sensitive records where loss or temporary unavailability could:

• create a risk to an individual;
• disrupt your operations;
• prevent you from meeting a legal obligation;
• prevent you from demonstrating regulatory compliance; or
• result in the loss of important historical information.

This may include:

• staff and employment records;
• client, resident, patient or service-user records;
• safeguarding records;
• clinical or medication records;
• health and safety records;
• incident reports;
• training and qualification records; and
• evidence that must be retained for legal or regulatory purposes.

You should regularly export or separately back up important records in accordance with your own data-retention and business-continuity procedures.

Nothing in this section removes any data-protection or security obligations that apply to us under applicable law.

9. Software changes and updates

OnePal is an evolving software platform.

We may periodically add, remove, replace, redesign or modify:

• features;
• modules;
• templates;
• workflows;
• reports;
• terminology;
• integrations;
• navigation;
• user interfaces;
• data displays; and
• technical infrastructure.

This may result in Customer Data being displayed, grouped, filtered, exported or accessed differently over time.

Changes to the presentation or organisation of Customer Data do not affect your ownership of that data.

We may make immediate changes where reasonably necessary for:

• security;
• data protection;
• legal or regulatory compliance;
• technical stability;
• prevention of misuse; or
• urgent maintenance.

Where reasonably practicable, we will provide notice of changes that materially affect core paid functionality.

We do not guarantee that every existing feature will remain available permanently or in its original form.

10. Hosting and availability

OnePal is provided using third-party hosting, cloud and infrastructure services, which may include services provided by Amazon Web Services.

The availability and performance of OnePal therefore depend partly on systems and suppliers outside our direct control.

The platform may occasionally be unavailable, delayed or operate more slowly because of:

• planned maintenance;
• emergency maintenance;
• infrastructure updates;
• third-party service interruptions;
• internet or telecommunications failures;
• security incidents;
• unusually high demand;
• software updates; or
• circumstances outside our reasonable control.

We will use reasonable efforts to maintain the availability of the platform and restore services following an interruption.

Unless a separate Service Level Agreement states otherwise, we do not guarantee that OnePal will be continuously available, uninterrupted or free from errors.

11. Subscription fees and payments

The fees, subscription period, billing frequency, renewal terms, user limits, site limits and included features will be shown:

• during registration or checkout;
• on the applicable pricing page;
• in your selected payment plan;
• in an order form or quotation;
• on an invoice; or
• in a separately agreed contract.

Unless otherwise stated:

• prices are exclusive of VAT;
• subscription fees are payable in advance;
• you must maintain a valid payment method;
• subscriptions will continue until cancelled in accordance with the applicable plan; and
• fees already paid are non-refundable except where required by law or expressly agreed in writing.

You authorise us and our payment provider to collect payments in accordance with your selected subscription or payment plan.

We may update our prices by providing reasonable advance notice. Unless otherwise stated, price changes will apply from the next renewal or billing period.

12. Late and missing payments

Access to OnePal features is conditional on your account remaining up to date with payments.

Where a payment is late, rejected, disputed or otherwise outstanding, we may:

• contact you for payment;
• attempt to collect the payment again;
• restrict access to certain features;
• place the account into read-only mode;
• suspend access to the account; or
• terminate the subscription in accordance with these Terms.

Where reasonably practicable, we will provide notice and an opportunity to resolve an overdue payment before suspending the account.

Suspension or restriction of access does not remove your obligation to pay fees that have already become due.

You remain responsible for maintaining separate access to any records that your organisation must be able to access during a payment dispute or account suspension.

13. Suspicious or prohibited activity

We may restrict, suspend or terminate access where we reasonably believe that:

• an account has been compromised;
• fraudulent activity has occurred;
• the platform is being used unlawfully;
• a user is attempting to bypass licence restrictions;
• Customer Data or another person may be at risk;
• the activity threatens the security or operation of OnePal;
• the account is being used in breach of these Terms; or
• we are required to act by law or by a competent authority.

We may act immediately where necessary to protect users, personal data, our systems or third parties.

14. Intellectual property

OnePal and its underlying intellectual property remain owned by or licensed to Thames Innovation Systems Limited.

This includes, where applicable:

• software;
• source code;
• databases;
• designs;
• layouts;
• branding;
• logos;
• documentation;
• system architecture;
• templates; and
• platform content created by us.

These Terms do not transfer ownership of OnePal or its intellectual property to you.

You retain ownership of Customer Data entered into the platform by your organisation.

15. Third-party services

OnePal may integrate with or depend on services provided by third parties.

We are not responsible for:

• changes made by third-party providers;
• the availability of third-party services;
• separate terms imposed by third parties;
• third-party websites;
• failures caused solely by third-party systems; or
• data entered directly into a third-party service outside OnePal.

Your use of third-party services may be subject to additional terms imposed by the relevant provider.

16. Confidentiality

Each party must protect confidential information received from the other party and use that information only for purposes connected with the provision or use of OnePal.

Confidential information does not include information that:

• is already lawfully known to the receiving party;
• becomes publicly available without a breach of these Terms;
• is lawfully received from another source;
• is independently developed; or
• must be disclosed by law, court order or regulatory authority.

Any separately signed Non-Disclosure Agreement will apply in addition to this section.

17. Support

Support arrangements may vary depending on your selected subscription plan.

Support may be provided through:

• email;
• online messaging;
• help documentation;
• telephone;
• video call; or
• another agreed support channel.

Unless a separate Service Level Agreement states otherwise, we do not guarantee a particular response or resolution time.

Support does not include legal, clinical, regulatory or professional advice.

18. Suspension and termination

You may cancel your subscription in accordance with the cancellation terms shown in your payment plan, order form or account settings.

We may suspend or terminate your account where:

• you fail to pay fees that are due;
• you materially or repeatedly breach these Terms;
• you use the platform unlawfully;
• your use creates a security or data-protection risk;
• you attempt to copy, damage or misuse OnePal;
• you become insolvent or cease trading; or
• we are required to do so by law.

When your account is terminated:

• your licence to use OnePal ends;
• your users may lose access to the platform;
• outstanding fees remain payable;
• you should export any required Customer Data before termination; and
• Customer Data may be retained or deleted in accordance with our Data Processing Agreement, Privacy Policy, retention procedures and legal obligations.

We may retain limited information where necessary for accounting, security, fraud prevention, legal claims or compliance with the law.

19. Disclaimer

OnePal is provided as a business software tool.

Although we will use reasonable skill and care in providing the platform, we do not guarantee that:

• OnePal will meet every individual business requirement;
• every feature will be suitable for every industry;
• all templates will be suitable without review or adjustment;
• the platform will always be available;
• the software will be completely free from errors;
• all information entered by users will be accurate;
• using OnePal will prevent incidents or regulatory breaches;
• using OnePal will result in a particular inspection outcome; or
• using OnePal will establish compliance with any regulator or standard.

You are responsible for deciding whether OnePal is suitable for your organisation and intended use.

20. Limitation of liability

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any liability that cannot legally be excluded or limited.

Subject to the above, we will not be liable for indirect or consequential losses or for loss of:

• profit;
• revenue;
• contracts;
• anticipated savings;
• business opportunities;
• goodwill; or
• reputation.

Subject to any different limit contained in a separately signed agreement, our total aggregate liability arising from or relating to OnePal will not exceed the total subscription fees paid or payable by you during the 12 months immediately preceding the event giving rise to the claim.

These limitations apply only to the extent permitted by applicable law.

21. Events outside our control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control, including:

• failures of cloud or hosting providers;
• internet or telecommunications outages;
• cyberattacks despite reasonable security measures;
• natural disasters;
• power failures;
• industrial disputes;
• government action;
• epidemics or pandemics; or
• failure of critical third-party suppliers.

We will take reasonable steps to reduce the impact of such an event and restore the service where possible.

22. Separate agreements and payment plans

By accepting these Terms, you also agree to comply with any additional terms that apply to your account and have been provided or agreed separately, including:

• your selected payment plan;
• an order form;
• a quotation;
• a Service Level Agreement;
• a Data Processing Agreement;
• a Non-Disclosure Agreement;
• a trial agreement;
• a statement of work; or
• another signed contract.

If there is a conflict between these Terms and a separately signed agreement, the separately signed agreement will take priority to the extent of that conflict.

A Data Processing Agreement will take priority in relation to the processing of personal data.

A Service Level Agreement will take priority in relation to expressly agreed service levels.

A payment plan, order form or quotation will take priority in relation to pricing, billing periods, user quantities, site quantities and subscription duration.

23. Changes to these Terms

We may update these Terms where reasonably necessary to reflect:

• changes to OnePal;
• changes in law or regulation;
• changes to our technology or suppliers;
• security requirements;
• data-protection requirements; or
• reasonable changes to our commercial arrangements.

We will provide reasonable notice of material changes through the platform, by email or on our website.

The updated Terms will apply from the stated effective date.

Your continued use of OnePal after the effective date will constitute acceptance of the updated Terms.

Where a change materially disadvantages you, you may stop using OnePal and cancel your subscription before the change takes effect, subject to any separately agreed fixed subscription period.

24. General terms

You may not transfer your rights under this agreement without our written permission.

We may transfer our rights and obligations as part of a company restructuring, merger, financing arrangement or sale of the OnePal business, provided that your contractual rights are not materially reduced.

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived that provision.

If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.

No person other than Thames Innovation Systems Limited and the Customer has the right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

These Terms and any additional documents identified in section 22 constitute the agreement between the parties concerning access to and use of OnePal.

25. Governing law

These Terms are governed by the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction over disputes arising from or connected with these Terms, unless a separately signed agreement states otherwise.

26. Security Frameworks

OnePal’s development and information-governance practices are informed by recognised software-security, privacy, accessibility and quality frameworks, including the UK Software Security Code of Practice, OWASP ASVS, OWASP Top 10, NIST Cybersecurity Framework, NIST Secure Software Development Framework, WCAG 2.2 and data-protection-by-design principles.

Where applicable, our internal controls are mapped and self-assessed against these frameworks. References to standards do not represent independent certification unless explicitly stated:

• The platform is self-assessed against the UK Software Security Code of Practice
• Application-security controls is mapped to OWASP ASVS 5.0.0
• Security testing addresses OWASP Top 10: 2025 risks
• Cybersecurity risk management is informed by NIST CSF 2.0
• Secure-development practices is informed by NIST SSDF 1.1
• The platform is designed using data-protection-by-design and default principles
• Accessibility of the platform is tested against WCAG 2.2 Level AA criteria
• Software-quality requirements are informed by ISO/IEC 25010:2023
• Human-centred design is informed by ISO 9241-210:2019
• Cloud-security controls is informed by ISO/IEC 27017 and ISO/IEC 27018

27. Insurance and risk management:

Thames Innovation Systems Limited maintains documented contractual, data-protection, security and operational risk controls intended to support professional indemnity underwriting. Professional indemnity underwriting documentation has been prepared. Coverage subject to jurisdiction.

28. Contact details

Questions about these Terms should be sent to:

Thames Innovation Systems Limited
Trading as OnePal
Company number: 16057073
Registered office: 52 Richmond Court, Exeter, Devon, United Kingdom, EX4 3RD
Email: support@compliancetablet.co.uk