Terms of Service

1. About these terms

These terms of service (“Terms”) govern your use of the Rate My Care platform, website, and related services (collectively, the “Service”) provided by Rate My Care Ltd (company number 15603776), registered at 19 Faraday Road, London, W10 5NZ (“we”, “us”, “our”).

By accessing or using the Service, you agree to be bound by these Terms. If you do not agree, you must not use the Service. If you are using the Service on behalf of an organisation (such as an NHS Trust), you confirm that you have the authority to bind that organisation to these Terms.

2. The Service

Rate My Care is a digital platform that helps NHS Trusts and healthcare providers collect, manage, and analyse patient feedback. The Service includes:

• Friends and Family Test (FFT) feedback collection and reporting.
• Patient Advice and Liaison Service (PALS) case management.
• AI-powered analysis and insights to identify themes, trends, and areas for improvement.
• A patient portal for submitting feedback and tracking the progress of complaints or enquiries.
• Reporting and analytics tools including statutory KO41 reporting.

We reserve the right to modify, suspend, or discontinue any part of the Service at any time. We will give reasonable notice of any significant changes where practicable.

3. Your use of the Service

When using the Service, you agree to:

• Use the Service only for its intended purpose and in accordance with applicable laws.
• Not attempt to gain unauthorised access to any part of the Service, other users' accounts, or our systems.
• Not use the Service to submit false, misleading, or malicious feedback.
• Not use automated tools (bots, scrapers, etc.) to access the Service without our written permission.
• Not upload or transmit any material that contains viruses, malware, or other harmful code.
• Comply with any acceptable use policies we may publish from time to time.

We may suspend or terminate your access to the Service if we reasonably believe you have breached these Terms.

4. Accounts

Some features of the Service require you to create an account or log in using single sign-on (e.g. Microsoft or Google). You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account.

You must notify us immediately if you become aware of any unauthorised use of your account. We are not liable for any loss arising from unauthorised use of your account where you have failed to maintain the security of your credentials.

5. Intellectual property

All intellectual property rights in the Service, including but not limited to the software, design, text, graphics, and logos, are owned by or licensed to Rate My Care Ltd. You may not copy, modify, distribute, or create derivative works based on the Service without our prior written consent.

Feedback data submitted by patients remains the property of the relevant NHS Trust or healthcare provider (as the data controller). We do not claim ownership of patient feedback content. We may use anonymised and aggregated data to improve the Service and for research purposes.

6. Data protection

We take the protection of personal data seriously. Our processing of personal data is governed by our Privacy Notice, which forms part of these Terms.

Where we process personal data on behalf of an NHS Trust or healthcare provider, we do so as a data processor under a separate data processing agreement. NHS Trusts and providers are responsible for ensuring they have a lawful basis for sharing personal data with us.

7. Limitation of liability

To the fullest extent permitted by law:

• The Service is provided on an “as is” and “as available” basis without warranties of any kind, whether express or implied.
• We do not warrant that the Service will be uninterrupted, error-free, or free from harmful components.
• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service.
• Our total liability to you for any claims arising from or related to the Service shall not exceed the amount paid by you (or your organisation) for the Service in the 12 months preceding the claim.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

8. Changes to these terms

We may revise these Terms from time to time. The updated version will be posted on this page with a revised date. If the changes are material, we will notify you by email or through the Service. Your continued use of the Service after the changes take effect constitutes acceptance of the revised Terms.

9. Governing law

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

10. Contact us

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

• Email: info@ratemycare.com
• Post: Rate My Care Ltd, 19 Faraday Road, London, W10 5NZ