Terms of service

These Terms govern your use of clinstead.com and the Clinstead platform (the “Service”) provided by Clinstead Ltd, a company incorporated in England and Wales (“Clinstead”, “we”, “us”). By browsing the website, booking a demo, or entering into an order form with us, you accept these Terms. If you do not accept them, do not use the Service.

Where you accept these Terms on behalf of an organisation, you confirm you have authority to bind that organisation, and “you” refers to that organisation throughout.

The Clinstead platform is a canonical-native clinical study operating system comprising:

• SteadFlow — design-time tooling for protocol authoring, forms, logic, and amendments.
• SteadOS — the runtime that executes the study with EDC, CTMS, monitoring, and queries.
• SteadReach — the participant-facing surface for eConsent, eCOA, eDiaries, and televisits.

Specific feature availability, support levels, and SLAs are set out in your order form and any applicable service-level addendum. We may update the Service from time to time, but we will not materially reduce a feature that is paid for under an active subscription without 90 days' prior notice.

You are responsible for any user accounts created under your organisation. You must keep credentials confidential, enable MFA for administrative roles, and notify us immediately if you suspect unauthorised access.

We may suspend or terminate accounts that breach these Terms or that introduce risk to other customers (for example, by sharing credentials or attempting to bypass security controls).

You agree not to:

• Use the Service in a way that violates applicable law, including data protection, clinical research, and pharmacovigilance regulation;
• Upload content you don't have the right to process, or that contains malware;
• Probe, scan, or reverse-engineer the Service except as expressly permitted by law;
• Interfere with the integrity of audit trails, electronic signatures, or canonical data structures;
• Resell or sub-license the Service without our written consent;
• Use the Service to build a competing product or service.

Responsible-disclosure reports of suspected vulnerabilities are always welcome at security@clinstead.com.

All study data, protocols, instruments, and other content you upload or generate via the Service remains yours (“Customer Data”). We process Customer Data only on your documented instructions, in line with the DPA and your order form.

We do notuse Customer Data to train models, benchmark products, or improve other customers' experiences. Aggregated, de-identified service telemetry (e.g. error rates, throughput) may be used to operate and improve the Service.

The Service, its software, documentation, and branding are owned by Clinstead Ltd and protected by IP law. We grant you a non-exclusive, non-transferable licence to use the Service in accordance with these Terms and your order form for the duration of your subscription.

You retain all rights to Customer Data and to any feedback you choose to provide, though you grant us a non-exclusive, royalty-free licence to use such feedback to improve the Service.

Fees are set out in your order form. Unless agreed otherwise:

• Invoices are issued in advance for the relevant billing period;
• Payment is due within 30 days of invoice date;
• Overdue amounts accrue interest at the Bank of England base rate + 4% per annum;
• Fees are exclusive of VAT, which will be added where applicable.

We do not pro-rate refunds for unused subscription time except where required by law.

The Service is designed for use in regulated clinical research and built with operating discipline informed by:

• 21 CFR Part 11 — electronic records and signatures;
• ICH E6(R3) — Good Clinical Practice;
• UK GDPR, EU GDPR and HIPAA where applicable to participant data.

Clinstead does not currently hold third-party certifications against these frameworks. Compliance is a shared responsibility: you remain responsible for the regulatory submission of your studies, the qualification of your users and any sponsor/CRO obligations under applicable trials regulations.

Our standard production target is 99.95% monthly uptime, calculated as set out in your service-level addendum. Planned maintenance is notified in advance and excluded from the calculation.

Support tiers, response targets, and escalation procedures are specified in your order form. Standard support is available during UK business hours; 24/7 support is available on Enterprise plans.

Subscriptions run for the term in your order form and renew for successive equal periods unless either party gives written notice at least 60 days before the end of the current term.

Either party may terminate for material breach if the breach is not cured within 30 days of written notice. On termination, we will export your Customer Data in a structured machine-readable format and then securely delete it on the schedule defined in the DPA.

We warrant that the Service will perform materially in accordance with its published documentation. Except as expressly set out here, the Service is provided on an “as is” basis and we disclaim all other warranties to the maximum extent permitted by law.

We do not warrant that the Service will be uninterrupted or error-free, nor that it will meet every specific requirement of your study. You are responsible for assessing fitness for purpose in your operational context.

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

Subject to that, neither party is liable for indirect, consequential, or special losses (including loss of profit, loss of opportunity, or loss of goodwill). Each party's total aggregate liability under or in connection with the Service in any 12-month period is capped at the fees you paid us in that period.

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising from or in connection with them, except that either party may apply to any court for urgent injunctive relief.

We may update these Terms from time to time. We will notify active customers of material changes at least 30 days in advance via the email address on file. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

Questions about these Terms? legal@clinstead.com.