Terms of Service

These Terms of Service ("Terms," "Agreement") govern your access to and use of the Unified GRC services, applications, platform, and related offerings (collectively, the "Service") provided by Unified GRC ("we," "us," "our," or the "Company"). By accessing, registering for, or using the Service, you ("Customer," "you," or "your") agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use the Service.

If you are entering into this Agreement on behalf of a company, organization, or other legal entity, you represent that you have the authority to bind that entity to these Terms, in which case "you" and "your" refer to that entity.

The Service is provided on a shared, multi-tenant cloud platform designed to deliver consistent, reliable, and fair access to all customers. The Service is intended for use within the European Union, the United States of America, and worldwide, subject to the limitations and obligations set out in these Terms and applicable law.

System designs, architectural statements, and related documentation describing the operation of the Service are available on request and, where applicable, within the application itself.

3.1 Email-Only Support

The Service operates under a deliberate "hands-off" support model. Support is offered exclusively via email at unifiedgrc.support@unifiedgrc.ai. We do not provide telephone support, live chat, on-site support, or dedicated account management as part of the standard Service unless separately agreed in writing.

3.2 Scope of Support

Email support covers questions relating to standard operation of the Service, account administration, billing inquiries, and reasonable troubleshooting. Support does not extend to custom development, bespoke integrations, third-party software configuration, or consultancy unless separately contracted.

3.3 Response Expectations

We endeavor to respond to support requests within a reasonable timeframe during normal business hours. While we make good-faith efforts to respond promptly, response times are provided as targets and not as contractual guarantees unless explicitly stated in a separate service-level agreement (SLA).

3.4 Customer Cooperation

Effective support depends on your cooperation. You agree to provide accurate, complete, and timely information necessary for us to investigate and resolve any issue, including relevant account details, error messages, and reproduction steps.

The Service operates on a model of fairness. Because the platform is shared among many customers, fair-use limits exist to protect the stability, performance, and availability of the Service for everyone. These limits include, but are not limited to, the following.

4.1 Records and Storage Limits

• Records: The total records saved across all registers shall account for no more than 3,000 lines in aggregate across the various registers.
• Storage: Total data storage associated with your account shall not exceed 100 megabytes (MB).

4.2 Access and Operational Use

Access to the Service is provided for normal operational use only. The Service is not intended for bulk data extraction, automated scraping, load testing, resale of platform capacity, or any use that places a disproportionate burden on shared resources.

4.3 API Usage

The Service may expose application programming interfaces (APIs). API calls may be rate-limited, throttled, or temporarily suspended where usage is deemed excessive, abnormal, or harmful to the platform or other customers. We may publish, vary, or enforce API rate limits at our discretion to preserve overall service quality.

4.4 Throttling and Resource Management

The Service is provided on a shared platform, and we reserve the right to throttle, rate-limit, or otherwise restrict usage deemed excessive or detrimental to the performance, security, or availability of the Service for other customers. Where reasonably practicable, we will aim to provide notice before applying restrictions, except where immediate action is necessary to protect the platform.

4.5 Exceeding Limits

If your usage approaches or exceeds the limits set out above, we may contact you to discuss options, which may include upgrading to a higher tier (where available), reducing usage, or agreeing to revised limits. Persistent or deliberate breaches of fair-use limits may result in throttling, suspension, or termination in accordance with Section 11.

You agree not to use the Service to:

• Violate any applicable local, national, or international law or regulation.
• Infringe the intellectual property, privacy, or other rights of any third party.
• Transmit malware, viruses, or other harmful code.
• Gain or attempt to gain unauthorized access to the Service, other accounts, or connected systems.
• Interfere with, disrupt, or impose an undue load on the platform or its infrastructure.
• Engage in fraudulent, deceptive, abusive, harassing, or unlawful activity.
• Use the Service to store or transmit content that is illegal, defamatory, or otherwise objectionable.
• Circumvent, disable, or attempt to bypass any usage limits, security measures, or access controls.

We reserve the right to investigate suspected violations and to take appropriate action, including content removal, suspension, or termination.

6.1 Account Registration

You are responsible for providing accurate registration information and keeping it up to date. You are responsible for all activity occurring under your account.

6.2 Credentials

You must keep your login credentials confidential and secure. You must notify us promptly of any suspected unauthorized access to or use of your account.

6.3 Authorized Users

Where you permit others to access the Service under your account, you are responsible for their compliance with these Terms.

7.1 Security Commitment

We take the security of the shared platform seriously and apply industry-standard practices to protect the Service and customer data.

7.2 Patching Cadence

Security patching is performed on a regular cadence designed to ensure that operations are not impacted and that the stability of the platform is maintained. We balance prompt remediation against the need to avoid unnecessary disruption to the Service.

7.3 Critical and High Severity Patches

For vulnerabilities classified as Critical or High severity, we commit to applying remediation or mitigation within 30 days of the patch becoming available, subject to vendor availability and operational constraints. Lower-severity patches are applied as part of the regular maintenance cycle.

7.4 Maintenance Windows

We may perform scheduled or emergency maintenance. Where reasonably practicable, we will provide advance notice of planned maintenance that may affect availability. Emergency maintenance, including urgent security action, may be performed without prior notice where necessary to protect the platform.

We strive to keep the Service available and operational. However, the Service is provided on a shared platform and may be subject to interruptions, downtime, maintenance, or factors beyond our reasonable control (including force majeure events). Unless a separate SLA is agreed in writing, no specific uptime guarantee is provided.

9.1 Compliance

Because the Service is intended for use within the EU, the USA, and worldwide, we process personal data in accordance with applicable data protection laws, including, where applicable, the EU General Data Protection Regulation (GDPR), the UK GDPR, and relevant U.S. state privacy laws.

9.2 Roles

Depending on the nature of the data processed, we may act as a data controller or data processor. Where we act as a processor on your behalf, a separate Data Processing Agreement (DPA) may govern that processing and forms part of these Terms by reference.

9.3 International Transfers

Given the worldwide nature of the Service, data may be transferred across borders. Where required, we implement appropriate safeguards (such as Standard Contractual Clauses) for international data transfers.

9.4 Privacy Notice

Our collection and use of personal data is further described in our Privacy Notice, which is incorporated into these Terms by reference.

9.5 Customer Responsibilities

You are responsible for ensuring that you have a lawful basis to upload, store, and process any personal data within the Service and for complying with your own data protection obligations.

10.1 Our Rights

We retain all right, title, and interest in and to the Service, including all software, documentation, system designs, and underlying technology. No rights are granted except as expressly set out in these Terms.

10.2 Your Content

You retain ownership of the data and content you submit to the Service ("Customer Data"). You grant us a limited license to host, process, and transmit Customer Data solely as necessary to provide the Service.

10.3 License to Use

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your internal business or personal purposes.

11.1 Suspension

We may suspend or restrict access to the Service, in whole or in part, where necessary to protect the platform, comply with law, address a security risk, or respond to a breach of these Terms (including breach of the Fair Use Policy).

11.2 Termination by You

You may stop using and terminate your account at any time in accordance with any applicable cancellation process.

11.3 Termination by Us

We may terminate or suspend this Agreement for material breach that is not remedied within a reasonable period after notice, or immediately where the breach poses a serious risk to the platform or other customers.

11.4 Effect of Termination

Upon termination, your right to access the Service ceases. We may delete Customer Data after a reasonable retention period, subject to legal obligations. You should export any data you wish to retain before termination where the facility to do so is available.

12.1 Commitment to Engagement

We will always engage with customers to work through any disagreement relating to these Terms. Before pursuing formal remedies, both parties agree to attempt in good faith to resolve any dispute through direct, constructive discussion via the email support channel.

12.2 Protecting the Service for All

Notwithstanding any dispute, our overriding obligation to protect the Service and its availability for all customers remains paramount. Where a dispute concerns usage that threatens the platform, we may take protective measures (such as throttling or suspension) while the matter is being resolved.

12.3 Escalation

If a dispute cannot be resolved through good-faith discussion within a reasonable period, the parties may pursue resolution in accordance with the governing law and jurisdiction provisions below.

Where the Service (or any tier or feature) is offered for a fee, you agree to pay all applicable charges. Fees, billing cycles, and payment terms will be set out at the point of subscription or order. We may change fees on reasonable notice. Failure to pay may result in suspension or termination.

Merchant of Record. Paid subscriptions and one-time purchases on the Service are sold and fulfilled by Paddle.com Market Limited ("Paddle") acting as the Merchant of Record on behalf of Unified GRC. Paddle handles the order, payment processing, billing, invoicing, fraud screening, applicable sales tax/VAT/GST, refunds and chargebacks. When you make a purchase, you are also accepting Paddle's Checkout Buyer Terms. We offer a 30-day money-back guarantee on subscriptions and one-time purchases — see our Refund Policy for details. Refund requests should be directed to Paddle in the first instance (via paddle.net); see Paddle's Refund Policy. Receipts and invoices issued by Paddle will reference Paddle as the seller of record.

The Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, we disclaim all warranties, whether express, implied, or statutory, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or completely secure. Nothing in these Terms excludes liability that cannot lawfully be excluded.

To the maximum extent permitted by law, neither party shall be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill. Our total aggregate liability arising out of or relating to these Terms shall not exceed the amount paid by you for the Service in the twelve (12) months preceding the event giving rise to the claim, or, where the Service is provided free of charge, a reasonable nominal sum. Nothing limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited.

You agree to indemnify and hold us harmless from claims, damages, losses, and expenses (including reasonable legal fees) arising out of your use of the Service, your Customer Data, or your breach of these Terms or applicable law, to the extent permitted by law.

We may modify the Service or these Terms from time to time. Where changes are material, we will provide reasonable notice (for example, by email or in-application notice). Continued use of the Service after changes take effect constitutes acceptance of the revised Terms. If you do not agree to the changes, you should stop using the Service.

We shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including natural disasters, acts of government, war, terrorism, civil unrest, labor disputes, internet or utility failures, or third-party service provider outages.

These Terms are governed by the laws of the jurisdiction in which Unified GRC is established, without regard to conflict-of-law principles. Subject to Section 12, the courts of that jurisdiction shall have exclusive jurisdiction over any dispute, save that mandatory consumer protection or data protection rights available to you under the laws of your country of residence remain unaffected.

• Entire Agreement: These Terms, together with any referenced policies (including the Privacy Policy and any DPA), constitute the entire agreement between the parties.
• Severability: If any provision is found unenforceable, the remaining provisions remain in full force.
• Waiver: Failure to enforce any provision is not a waiver of that or any other provision.
• Assignment: You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets.
• No Third-Party Beneficiaries: These Terms do not confer rights on any third party.
• Notices: Notices to us should be sent via the designated support email; notices to you may be sent to your registered email address.

For all support, inquiries, and notices under these Terms, please contact us via our email support channel: unifiedgrc.support@unifiedgrc.ai.