Terms of Service

1. Introduction

Welcome to Paddl. Paddl is a trading name of Trading Projects Ltd. These terms of service ("Terms") govern your access to and use of Paddl's hospitality operations software platform and related services (the "Service").

By accessing or using the Service, you agree to be bound by these Terms. If you do not agree to these Terms, you may not access or use the Service.

2. Definitions

"Account" means a unique account created for you to access our Service.

"Business" means the company, organisation, or entity that has registered to use the Service.

"Content" means any information, data, text, documents, images, or other materials uploaded, submitted, or transmitted through the Service.

"Subscription" means your subscription to access and use the Service according to a specific pricing tier.

"User" means any individual who is authorised by a Business to access and use the Service.

"Mobile App" means our mobile application available on iOS and Android devices, which provides staff access to the Service.

"Location" means a physical business premises registered within your account for which the Service is provided.

3. Account Registration

3.1 Account Creation

To use the Service, you must register for an account. You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate, current, and complete.

3.2 Account Security

You are responsible for safeguarding your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorised access or use of your account.

3.3 Account Restrictions

You must be at least 18 years old to create an account. You may not create an account on behalf of another person without their permission.

4. Subscription and Billing

4.1 Pricing

Service fees are as stated on our website or as agreed in writing. All prices are quoted in GBP and are exclusive of VAT unless otherwise stated. Subscriptions are billed per Location registered in your account.

4.2 Trial Period

We offer a 14-day free trial for new accounts. During the trial, you have access to all features at the Growth tier limits. A credit card is required to start a trial. At the end of the trial period, your subscription will automatically begin unless you cancel before the trial ends. If you cancel, your access will be suspended but your data will be retained for 14 days.

4.3 Auto-Renewal

Your subscription will automatically renew at the end of each billing period (monthly or annually) unless you cancel before the renewal date. You will be charged the then-current subscription fee for the renewal period. We will send you a reminder email before each renewal.

4.4 Payment Terms

Subscriptions are billed in advance via credit or debit card (or Direct Debit for UK customers) through our payment processor, Stripe. Payment is due on the billing date. Failure to pay may result in suspension or termination of your account. You are responsible for keeping your payment information current.

4.5 Currency

Prices may be displayed in your local currency for convenience. All charges are processed in the currency selected at the time of checkout (GBP, USD, EUR, or AUD). The currency for your subscription is fixed at checkout and cannot be changed for an existing subscription.

4.6 Usage Limits

Each subscription tier includes specific limits on team members, locations, and features. If you exceed your tier limits, you may be required to upgrade to a higher tier. Current limits are displayed on our pricing page and within your account settings.

4.6 Cancellation

You may cancel your subscription at any time through your account settings or by contacting us. Upon cancellation:

• You will retain access until the end of your current billing period
• No refunds are provided for partial billing periods
• Your data will be retained for 14 days after your subscription ends, during which you may export your data or resubscribe
• After 14 days, your data will be permanently deleted

4.7 Refunds

Refunds are generally not provided for subscription fees. However, if you believe you are entitled to a refund due to a service issue, please contact us and we will review your request on a case-by-case basis.

4.8 Price Changes

We reserve the right to change our prices. We will notify you at least 14 days in advance of any price changes affecting your subscription. If you do not agree to the new pricing, you may cancel your subscription before the changes take effect.

5. Use of the Service

5.1 Permitted Use

You may use the Service only for lawful purposes and in accordance with these Terms. You agree to use the Service only for managing your hospitality business operations.

5.2 Prohibited Use

You agree not to:

• Use the Service in any way that violates applicable laws or regulations
• Upload or transmit viruses, malware, or other malicious code
• Attempt to gain unauthorised access to the Service or its systems
• Use the Service to store or transmit infringing, defamatory, or unlawful content
• Interfere with or disrupt the Service or servers connected to it
• Reverse engineer, decompile, or disassemble any part of the Service
• Resell, sublicense, or share your account with third parties

6. Mobile Application

6.1 Mobile App Access

The Mobile App is provided as part of your subscription and allows your authorised staff members to access certain features of the Service. The Mobile App is available for download from the Apple App Store and Google Play Store.

6.2 Mobile App Licence

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable licence to download and use the Mobile App on devices owned or controlled by you or your authorised Users, solely for accessing the Service.

6.3 Device Permissions

Certain features of the Mobile App require access to device capabilities such as location services, camera, and push notifications. You can manage these permissions through your device settings. Disabling certain permissions may limit functionality.

6.4 Updates

We may release updates to the Mobile App from time to time. Some updates may be required to continue using the Service. We recommend enabling automatic updates to ensure you have the latest features and security improvements.

7. AI Features

7.1 AI-Powered Functionality

The Service includes AI-powered features such as the AI assistant, content generation, document extraction, equipment health analysis, HACCP plan generation, risk assessment generation, and automated compliance insights. These features are provided as productivity tools to assist you and should not be relied upon as the sole basis for compliance, legal, health and safety, or business decisions.

7.2 AI Limitations and Disclaimer

AI-generated content, suggestions, analyses, and recommendations may contain errors, inaccuracies, or omissions. You are solely responsible for reviewing, verifying, and approving any AI-generated content before use, publication, or reliance. We do not guarantee the accuracy, completeness, timeliness, or suitability of any AI-generated outputs for any particular purpose.

Without limiting the generality of the above, you acknowledge that:

• AI-generated HACCP plans, risk assessments, and compliance documents require review by a qualified person before implementation
• AI-generated equipment health analyses and maintenance recommendations do not replace professional inspections
• AI assistant responses are informational only and do not constitute professional food safety, legal, or regulatory advice
• AI document extraction (insurance, licences, safety data sheets) should be verified against source documents

7.3 No Liability for AI Outputs

To the maximum extent permitted by law, Paddl accepts no liability for any loss, damage, injury, regulatory action, fine, penalty, or other consequence arising from reliance on AI-generated content, suggestions, or recommendations provided through the Service. This includes, without limitation, any actions taken or not taken based on AI assistant responses, generated compliance documents, automated analyses, or predictive insights.

7.4 Third-Party AI Providers

AI features are powered by third-party AI service providers. Your data is processed in accordance with our Privacy Policy and is not used to train AI models. We are not responsible for the availability, accuracy, or performance of third-party AI services, and any interruption or degradation of third-party AI services does not constitute a breach of these Terms.

8. Compliance and Food Safety Tools

8.1 Record-Keeping Tool

The Service includes compliance and food safety features such as SFBB (Safer Food Better Business) packs, HACCP plans, risk assessments, and related documentation tools. These features are provided solely as digital record-keeping tools to help you organise and document your existing food safety management procedures. SFBB-specific features reference UK Food Standards Agency guidance and are intended for UK-based businesses. International users should rely on HACCP and other universally applicable features for their compliance needs.

8.2 Not Professional Advice

The compliance tools within the Service do not constitute professional food safety, legal, or regulatory advice. The content within templates, packs, and generated documents is provided for informational purposes only and should not be treated as a substitute for professional guidance from qualified food safety consultants, environmental health officers, or legal advisors.

8.3 Your Responsibility

You are solely responsible for:

• The accuracy and completeness of all information entered into compliance documents
• Ensuring your food safety procedures comply with all applicable laws, regulations, and industry standards
• Reviewing and verifying all content before signing or distributing compliance documents
• Maintaining adequate food safety practices independently of the Service
• Training staff appropriately on food safety procedures, regardless of whether they have signed documents through the Service

8.4 Electronic Signatures

When you or your staff sign a document through the Service, the electronic signature confirms that the signer has reviewed and understood the content of that document. The act of signing does not transfer any responsibility or liability to Paddl for the accuracy of the content or the adequacy of your food safety procedures.

8.5 No Liability for Content

Paddl accepts no liability for any loss, damage, or regulatory action arising from the use of compliance tools, including but not limited to the content of SFBB packs, HACCP plans, risk assessments, or any other compliance documentation generated, stored, or managed through the Service. This includes any template content derived from public sources such as the Food Standards Agency.

9. Content and Data

9.1 Your Content

You retain all rights to the Content you upload to the Service. By uploading Content, you grant us a limited licence to store, process, and display that Content solely to provide the Service to you.

9.2 Content Responsibility

You are solely responsible for the Content you upload. You represent that you have the necessary rights to upload and use all Content.

9.3 Data Storage

Your Content is stored on secure servers within the UK or European Economic Area. We implement appropriate technical and organisational measures to protect your data.

9.4 Data Export

You may export your Content at any time using the export features in the Service. Upon termination, we will retain your data for 14 days to allow for export, after which it will be permanently deleted.

10. Intellectual Property

10.1 Our Intellectual Property

The Service, including its original content, features, and functionality, is owned by Paddl and is protected by intellectual property laws. You may not copy, modify, or create derivative works from the Service.

10.2 Feedback

If you provide feedback or suggestions about the Service, you grant us the right to use that feedback without restriction or compensation to you.

11. Service Availability

11.1 Geographic Availability

The Service is designed primarily for hospitality businesses operating in the United Kingdom and includes features specific to UK food safety regulations (such as SFBB packs and EHO inspection preparation). The Service is available internationally, and many features including HACCP plans, allergen management, equipment tracking, staff training, and document management are applicable to hospitality businesses worldwide. International users should verify that their use of the Service meets their local regulatory requirements.

11.2 Uptime

We aim to maintain 99.9% uptime for the Service. However, we do not guarantee uninterrupted access. The Service may be unavailable due to maintenance, updates, or circumstances beyond our control.

11.3 Modifications

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

12. Disclaimer of Warranties

The Service is provided on an "as is" and "as available" basis without warranties of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, accuracy, and non-infringement. Paddl does not warrant that the Service will be uninterrupted, error-free, secure, or free of harmful components.

Without limiting the foregoing, Paddl makes no warranty or representation that: (a) the Service will meet your specific requirements or expectations; (b) any compliance documents, AI-generated content, or automated analyses produced by the Service will be accurate, complete, or suitable for regulatory purposes; or (c) the results obtained from use of the Service will ensure compliance with any applicable laws or regulations.

13. Limitation of Liability

13.1 Exclusion of Damages

To the maximum extent permitted by law, Paddl shall not be liable for any indirect, incidental, special, consequential, or punitive damages resulting from your use of or inability to use the Service, including but not limited to:

• Loss of profits, revenue, data, or business opportunity
• Regulatory fines, penalties, enforcement actions, or prosecution arising from your compliance practices, whether or not you used the Service to support those practices
• Any injury, illness, or damage to persons or property arising from food safety practices, equipment maintenance decisions, or operational procedures, regardless of whether the Service was used in connection with those activities
• Business interruption, loss of goodwill, or reputational damage
• Costs of substitute goods or services

13.2 Liability Cap

Our total aggregate liability for any and all claims arising from or related to the Service shall not exceed the fees actually paid by you in the 12 months immediately preceding the event giving rise to the claim.

13.3 Basis of the Bargain

The limitations and exclusions in this section reflect a reasonable allocation of risk between the parties and form an essential basis of the bargain between you and Paddl. Paddl would not be able to provide the Service on an economically reasonable basis without these limitations.

13.4 Exceptions

Nothing in these Terms excludes or limits liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited by applicable law.

14. Indemnification

You agree to indemnify, defend, and hold harmless Paddl and its officers, directors, employees, agents, and licensors from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from or related to:

• Your use of the Service or any content generated through it
• Your violation of these Terms
• Your food safety practices, compliance procedures, or operational decisions, whether or not informed by the Service
• Any third-party claim that your use of the Service or reliance on its outputs caused harm, loss, or regulatory non-compliance
• Your failure to verify AI-generated content, compliance documents, or automated recommendations before use

15. Termination

15.1 Termination by You

You may terminate your account at any time by cancelling your subscription and contacting us to request account deletion.

15.2 Termination by Us

We may terminate or suspend your account immediately, without prior notice, if you breach these Terms or engage in conduct that we determine is harmful to the Service or other users.

14.3 Effect of Termination

Upon termination, your right to access the Service will immediately cease. Sections of these Terms that by their nature should survive termination will survive.

16. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by email or through the Service at least 30 days before the changes take effect. Your continued use of the Service after the effective date constitutes acceptance of the revised Terms.

17. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you access the Service from outside the United Kingdom, you are responsible for compliance with local laws to the extent that they apply.

18. Contact

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

Email: info@paddl-ai.co