Terms of Service

1. Agreement and scope

These Terms govern access to and use of Noviqent Business by a business, organisation or professional customer (Customer). By signing an order form, accepting these Terms electronically, creating a paid account or otherwise purchasing the Service, the Customer agrees to be bound by them.

The Service provides a configurable business operations platform - CRM and pipeline, property and lettings management, enquiries, viewings, valuations, documents, mileage tracking, calendar/scheduling, workflows and related modules - through the web dashboard at business.noviqent.co.uk and the Noviqent Business app on iOS and Android. The applicable order form, subscription page or quotation may specify plan limits, enabled modules, fees and usage allowances.

2. Business use only

The Customer confirms that it acquires the Service wholly or mainly for business purposes. It must not represent itself as Noviqent's agent or make the Service available as a consumer product in Noviqent's name unless separately authorised in writing.

3. Customer responsibilities and lawful use

The Customer controls what business data is entered into the Service - including personal data about its own clients, applicants, tenants and enquirers - and who on its team can access it, through the roles and permission groups it configures. The Customer is responsible for ensuring its use, and its staff's use, is lawful, fair and proportionate.

Where the Customer's records include personal data about third parties (clients, applicants, enquirers), the Customer is responsible for having an appropriate lawful basis to collect and process that data, for providing any required privacy information to those individuals, and for responding to their data-subject requests.

The Customer must not use the Service for unlawful discrimination, covert surveillance, harassment, impersonation, fraud or another unlawful purpose, and must not use the mileage tracker's location data for any purpose other than calculating trips its own staff have knowingly started.

4. Service description and limitations

Noviqent Business is a record-keeping and workflow tool. Mileage distance estimates, calendar/scheduling reminders, mailbox email sync/parsing and similar automated features are provided as an aid and are not guaranteed to be complete, uninterrupted or free of error - for example, GPS-based mileage figures are estimates, and mailbox sync matches emails to CRM records on a best-effort basis and may occasionally miss or mismatch messages.

Where the Customer connects a third-party mailbox (Gmail or Microsoft 365), the Service parses the sender, recipient, subject and date of each message to log it against a matching CRM contact, and keeps that same metadata for any message it cannot automatically match so a staff member can review and map it by hand or dismiss it; it does not read, store or index the body or attachments of any email. Where offered and separately initiated by a staff member, the Service can also import that connected account's contact list into the CRM, matching against existing contacts by email address before creating anything new.

Where the Customer connects an e-signature workflow via docsign.noviqent.co.uk, that connection is made using the Customer's own credentials and authorisation with the relevant provider, and continued availability of any of these integrations depends on the Customer maintaining valid access with that provider.

The Customer remains responsible for decisions it makes using data or reports produced by the Service, including HMRC mileage claims, property/lettings decisions and communications with its own clients.

5. Service architecture and security

The Service is hosted on infrastructure located in the United Kingdom. Noviqent will maintain technical and organisational measures appropriate to the nature and risk of processing, including access controls, encryption in transit, role-based permissions, logging/monitoring and backup/recovery controls.

No online service can be guaranteed completely secure or uninterrupted. The Customer must protect its accounts, API keys and devices used to access the Service, and promptly notify Noviqent of suspected compromise.

6. Data protection

For business/CRM data the Customer's organisation enters into the Service - contacts, enquiries, properties, viewings, pipeline and similar records - the Customer is the Controller and Noviqent is the Processor, acting only on the Customer's documented instructions. For staff account details (login credentials, the device used to sign in), Noviqent is the Controller, as set out in the Privacy Policy.

Where requested, Noviqent will enter into a Data Processing Agreement with the Customer covering the processing of Customer Personal Data. If there is a conflict concerning that processing, the DPA prevails over these Terms to that extent.

7. Retention

Account and business data is retained for as long as the Customer's organisation has an active subscription, plus a limited period afterwards for legal, accounting and dispute-resolution purposes, in line with the Privacy Policy. Mileage trip records are retained as part of the Customer's business records under the same policy.

8. Sub-processors

Noviqent uses a limited number of service providers to operate the Service, each receiving only what they need to perform their specific function: Stripe and GoCardless (subscription and, where connected, client payment processing), Google (Sign-in with Google, reCAPTCHA, and, where connected, Gmail message metadata and Google Contacts), Microsoft (where connected, Office 365 mailbox metadata and Outlook contacts), docsign.noviqent.co.uk (another Noviqent Ltd product, for e-signing), the hosting provider running the Service, and a transactional email provider for account/notification emails.

9. Accounts, mobile app and credentials

The Customer is responsible for activity through its staff's authorised accounts, including on the mobile app. Credentials must be kept confidential and revoked or rotated when compromise is suspected or a staff member leaves.

The mobile app requests device permissions (location for mileage tracking, notifications, and phone-state for the incoming-call CRM lookup, where enabled) that staff can decline; declining a permission may disable the corresponding feature without otherwise affecting the Service.

Noviqent may apply rate limits, session expiry and security restrictions reasonably required to protect the Service, Customers or other users.

10. Fees, subscriptions and taxes

Fees, billing frequency, enabled modules and subscription term are those shown in the applicable order form, quotation or subscription checkout. Unless expressly stated otherwise, fees are exclusive of VAT and other applicable taxes.

Recurring subscriptions renew for the period stated at purchase unless cancelled in accordance with the applicable order. The Customer remains responsible for charges properly incurred before cancellation becomes effective.

Late or failed payment may result in suspension after reasonable notice, except where immediate suspension is reasonably required to prevent fraud, security risk or unlawful use.

11. Availability, maintenance and support

Noviqent will use reasonable skill and care in operating the Service. Planned maintenance may temporarily affect availability. Unless an order form contains a separately agreed service-level commitment, no guaranteed uptime percentage or service credit applies.

Noviqent may modify the Service to improve security, compliance, performance or functionality, provided it does not materially remove paid core functionality during an active committed term without reasonable justification or an appropriate remedy.

12. Intellectual property

Noviqent and its licensors retain all intellectual-property rights in the Service, its software, APIs, documentation, branding and improvements. No ownership transfers to the Customer.

Noviqent grants the Customer a limited, non-exclusive, non-transferable right during the subscription term to access and use the Service for its internal business purposes.

The Customer must not reverse engineer, copy, resell, sublicense, scrape, circumvent security controls, or use the Service to develop a materially competing product, except to the extent such restriction is prohibited by law.

13. Customer data

As between the parties, the Customer retains its rights in Customer Data. The Customer grants Noviqent the limited rights necessary to host, process, transmit and otherwise handle Customer Data solely to provide, secure and support the Service and meet legal obligations.

Noviqent will not use Customer business or personal data to train general-purpose AI models, or sell it, or use it to serve advertising.

14. Confidentiality

Each party must keep the other party's non-public business, technical, security and commercial information confidential and use it only for the agreement. This does not apply to information that is public through no breach, was lawfully known, is independently developed or must be disclosed by law.

15. Suspension

Noviqent may suspend access where reasonably necessary because of a material security threat, suspected unlawful use, material breach, non-payment, or a legal/regulatory requirement. Where practicable, Noviqent will give notice and work with the Customer to restore access after resolution.

16. Term and termination

These Terms apply for the subscription or order term. Either party may terminate for material breach not remedied within a reasonable written cure period where capable of remedy. Immediate termination may apply to insolvency, serious unlawful use or a breach creating an unacceptable security/data-protection risk.

On termination, access ends. Customer Personal Data will be returned or deleted in accordance with the DPA (where one applies), documented instructions, applicable retention requirements and backup lifecycle.

17. Warranties and disclaimers

Each party warrants that it has authority to enter into the agreement. Noviqent warrants that it will provide the Service with reasonable skill and care.

Except as expressly stated and to the maximum extent permitted by law, the Service is provided without implied warranties as to uninterrupted operation, absolute accuracy of automated features (mileage estimates, email matching), or fitness for a particular regulated purpose.

18. Liability

Nothing in these Terms excludes or limits liability where it cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to the preceding sentence, neither party will be liable for indirect or consequential loss, loss of profit, revenue, business, anticipated savings or goodwill, except to the extent such exclusion is prohibited by law.

Subject to any different limit expressly agreed in an order form, each party's aggregate liability arising out of or in connection with the Service during any twelve-month period will be limited to the fees paid or payable by the Customer for the Service during the twelve months immediately preceding the event giving rise to the claim.

19. Indemnity for unlawful customer use

To the extent permitted by law, the Customer will be responsible for losses, claims and reasonable costs arising from its unlawful use of the Service, material breach of data-protection obligations, or content/data supplied without necessary rights or authority, except to the extent caused by Noviqent's breach, negligence or unlawful processing.

20. Changes to these Terms

Noviqent may update these Terms for legal, regulatory, security or service reasons. For material changes affecting an active paid subscription, Noviqent will provide reasonable notice. Changes will not retrospectively remove accrued rights.

21. Notices

Contractual notices may be sent using contact details recorded in the Customer account/order form, or to hello@noviqent.co.uk.

22. Governing law and jurisdiction

These Terms and any non-contractual obligations arising from them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, unless the parties expressly agree otherwise in writing.

23. Order of precedence

If documents conflict, the following order applies unless an order form expressly states otherwise: (1) a signed Order Form or negotiated addendum; (2) the Data Processing Agreement, where one applies, for matters concerning Customer Personal Data; (3) these Terms; and (4) service documentation.

24. Entire agreement and general terms

The agreement constitutes the entire agreement between the parties concerning the Service and supersedes prior proposals or representations on the same subject, except for fraud or fraudulent misrepresentation. Failure to enforce a right is not a waiver. If a provision is unenforceable, the remaining provisions continue.

25. Acceptance

For self-serve subscribers, these Terms are accepted electronically at account creation - this is treated as an equally valid path to being bound as a signed order form (see Section 1). A negotiated Order Form may instead record signature by both parties for larger or bespoke arrangements.