AIM

Terms of Service

Aim Automations Ltd  ·  weaim.io

Last updated: 15 September 2026

1. Definitions

In these Terms, the following expressions have the meanings set out below:

  • “Agreement” means these Terms together with any Order Form, quotation, subscription checkout, Client Services Agreement, the Data Processing Addendum, and any written variation expressly accepted by Aim.
  • “Service(s)” means the Aim software-as-a-service platform, including AIM Care Manager, the AIM Business Suite and any additional modules, integrations, templates, content or professional services supplied by Aim.
  • “Subscription” means the Client’s right to access and use the Service under a Monthly Plan, Annual Plan or bespoke commercial agreement.
  • “Order Form” means any written order, quotation, checkout confirmation or Client Services Agreement accepted by Aim.
  • “Authorised User” means an individual employee, contractor, bank worker or agent of the Client who is permitted to access the Service under a licensed Seat.
  • “Seat” means a single named licence to access the Service, allocated to one Authorised User. Seats are either Full Seats or Bank Seats.
  • “Full Seat” means a Seat allocated to an Authorised User who is engaged by the Client on a permanent, contracted or regular basis, or who is used in practice in that way.
  • “Bank Seat” means a Seat allocated to a bank, relief, casual, agency or otherwise temporary worker who remains set up on the Service but who may or may not be used in any given week.
  • “Baseline Seats” means the number of Full Seats recorded on the Client’s account at the subscription start date, as set out in Section 4.
  • “Billing Month” means the recurring monthly period beginning on the subscription start date and each monthly anniversary of it.
  • “DPA” means Aim’s Data Processing Addendum, published at https://weaim.io/data-processing-agreement and incorporated into this Agreement by reference.
  • “AI Features” means any part of the Service that generates, drafts, summarises, classifies, transcribes, predicts or otherwise produces output using artificial intelligence or machine learning, including AIM Assist.
  • “Migration Services” means any data migration, onboarding, configuration, induction or training service supplied by Aim.
  • “Confidential Information” means any non-public information disclosed by one party to the other, including the Service, its interfaces, workflows, demo environments, pricing, source data and any materials marked or reasonably understood to be confidential.

2. The Service

Aim provides a software-as-a-service platform designed to support domiciliary care, supported living and related social care operations.

The Service is provided on an “as is” and “as available” basis, subject to Section 21 (Service Availability & Support).

Aim continuously improves the Service and may add, modify, deprecate or remove features at its discretion, provided that:

  • material adverse changes to core functionality during an active paid term will be notified in writing at least 30 days in advance; and
  • any regulatory features expressly referenced in the Order Form will be preserved or replaced with a functional equivalent.

Where a change under this Section materially and adversely affects the Client’s ability to use the Service for its core purpose, and Aim does not remedy this within 30 days of written notice from the Client, the Client may terminate under Section 27.

3. Accounts, Eligibility & Subscription Plans

3.1 Eligibility and accurate information

The Service is intended for businesses, regulated care providers and professional users only.

By registering, the Client warrants that it is legally able to enter into this Agreement and that all information provided, including company details, billing contact, role, sector, number of Authorised Users and operational scope, is true, accurate, complete and not misleading.

The Client must keep this information up to date, and must notify Aim in writing of any material change.

Aim may refuse, suspend or terminate any account where, in Aim’s reasonable opinion, information provided is false, incomplete or misleading.

3.2 Business use only

The Client confirms that it is entering into this Agreement wholly or mainly for the purposes of its trade, business, craft or profession, and not as a consumer.

The Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to this Agreement.

3.3 Monthly billing (12-month minimum term)

  • The Subscription has a minimum term of 12 months from the subscription start date, billed monthly in advance.
  • 90 days’ written notice is required to cancel, submitted in accordance with Section 12.
  • Notice may be served at any time during the minimum term, but a cancellation cannot take effect before the end of that 12-month minimum term.
  • Worked example: a subscription starting 1 January 2027 has a minimum term ending 31 December 2027. Notice served on or before 2 October 2027 ends the Subscription on 31 December 2027. Notice served on 1 November 2027 ends the Subscription on 31 January 2028, and the Client is charged for January 2028.
  • After the minimum term, the Subscription continues on a rolling monthly basis until valid 90 days’ written notice takes effect.
  • Charges continue in full during the notice period, and access remains available until the notice period ends.

3.4 Annual billing (12-month term, paid upfront)

  • The Subscription has a term of 12 months, paid upfront.
  • After the cooling-off period in Section 3.5, the plan is non-refundable and non-cancellable until the end of the term.
  • 90 days’ written notice is required before the end of the term to prevent automatic renewal. See Section 8.

3.5 Cooling-off periods

Cooling-off applies once only, at the start of the first subscription term. It does not reset on renewal, on an upgrade, on a plan change, or at the start of any subsequent Billing Month.

  • Monthly Plans: the Client may cancel within 14 calendar days of the initial payment date and receive a refund of the initial monthly payment.
  • Annual Plans: the Client may cancel within 30 calendar days of the initial payment date and receive a refund of the amounts paid for the Subscription.
  • Migration Services and any other one-off professional services fees are excluded from all cooling-off refunds and are non-refundable in accordance with Section 19.
  • Cancellation during a cooling-off period must be submitted in accordance with Section 12.
  • Where Migration Services have commenced, the Migration Services fee remains payable in full even if the Subscription is cancelled within the cooling-off period.

3.6 Bespoke commercial agreements

Where the Client enters into a separate Client Services Agreement, Order Form or similar written commercial contract with Aim, the commercial terms of that document, including term length, payment frequency and pricing, take precedence over Sections 3.3, 3.4 and 3.5.

The remainder of these Terms continues to apply in full.

3.7 Order of precedence

Where there is a conflict, the following order applies:

  1. a signed Client Services Agreement or Order Form;
  2. the DPA, in respect of personal data;
  3. these Terms.

4. Seats, Baseline and Seat Changes

4.1 Minimum Seats

All Subscriptions are subject to a minimum of 10 Full Seats.

The Client is charged for a minimum of 10 Full Seats in every Billing Month, at the applicable Full Seat rate, regardless of how many Authorised Users the Client actually has.

Bank Seats do not count towards the 10 Full Seat minimum.

4.2 Baseline Seats

At the subscription start date, Aim records the number of Full Seats on the Client’s account. This is the Baseline Seat count.

The Baseline Seat count is the greater of:

  • the number of Full Seats confirmed by the Client at sign-up or on the Order Form; and
  • 10.

The Client is charged for no fewer than its Baseline Seats in any Billing Month for the remainder of the Agreement, unless a decrease is approved under Section 4.4.

4.3 Automatic increases

Charges are calculated on the exact number of Seats on the Client’s account in each Billing Month.

Where the number of Full Seats exceeds the Baseline Seat count, the additional Full Seats are charged automatically from the next Billing Month, at the applicable published rate, with no tolerance, allowance or free margin.

An increase in Seats permanently resets the Baseline Seat count to the higher number, unless a decrease is subsequently approved under Section 4.4.

There is no automatic reduction in charges if Seats are removed.

4.4 Decreases require written approval

Seat reductions are not automatic and are not applied by removing or deactivating users in the Service.

Where the Client’s Seat requirement has decreased on a permanent basis, the Client must:

  • submit a written request to care@weaim.io;
  • state the new Seat count requested and the reason for the reduction; and
  • confirm that the reduction is permanent and not seasonal, temporary or related to a short-term drop in service hours.

Aim will review the request and respond in writing within 10 business days.

Approval is at Aim’s discretion. Where a reduction is approved:

  • it takes effect from the start of the next Billing Month following approval;
  • it may not reduce the Seat count below 10 Full Seats; and
  • the Baseline Seat count is reset to the approved lower figure.

No retrospective adjustment, refund or credit is given for Billing Months already invoiced or paid.

4.5 Bank Seats

Bank Seats are available for bank, relief, casual, agency and other temporary workers who are set up on the Service but who may or may not be used in any given week.

  • Bank Seats are charged at Aim’s published Bank Seat rate, currently £5 per Bank Seat per Billing Month, plus VAT, as published on the Aim pricing page and on the applicable Order Form.
  • The Bank Seat rate is a discounted promotional rate offered at Aim’s discretion. It is reviewable at each renewal and may be varied in accordance with Section 5.
  • Bank Seats are charged for every Billing Month in which the Seat exists on the Service, whether or not the Authorised User logs in, is rostered, or delivers any care in that month.
  • Bank Seats do not count towards the 10 Full Seat minimum in Section 4.1.
  • Bank Seats do not count towards the Baseline Seat count in Section 4.2.
  • Aim determines, acting reasonably, whether a Seat qualifies as a Bank Seat.

4.6 Reclassification of Bank Seats

Bank Seats exist to support genuine temporary and relief working patterns. They are not an alternative rate for regular staff.

Aim may reclassify a Bank Seat as a Full Seat, acting reasonably, where an Authorised User is used in practice in the manner of a permanent, contracted or regular worker. Indicators include, but are not limited to:

  • the Authorised User is rostered in a majority of weeks over a rolling 3-month period;
  • the Authorised User’s activity on the Service is comparable to that of the Client’s Full Seat users; or
  • the Authorised User holds an administrative, coordination, management or office-based role.

Where Aim reclassifies a Seat:

  • Aim will notify the Client in writing, with the basis for the decision;
  • the Seat is charged at the Client’s applicable Full Seat rate for its product and plan from the next Billing Month; and
  • the Client may respond in writing within 10 business days with evidence of the worker’s actual pattern of engagement, which Aim will consider before the change takes effect.

Where Aim reasonably determines that the Client has deliberately misclassified Full Seat users as Bank Seats, Aim may recover the difference in fees for the period of misclassification, for a maximum of the preceding 6 Billing Months.

4.7 Seat sharing

Each Seat is personal to one named Authorised User.

Seats must not be shared, pooled, rotated between individuals, or used under generic or shared logins.

Where Aim reasonably determines that a Seat has been shared, Aim may charge for the additional Seats that should have been licensed, for the period of the sharing, for a maximum of the preceding 6 Billing Months, and may suspend the affected accounts.

5. Pricing & Adjustments

The Client’s agreed price remains fixed for the current contract term, subject to the Seat rules in Section 4.

Pricing may be adjusted on renewal, or during a term where the Client:

  • adds Seats, staff, locations or modules;
  • requests custom features, integrations, migrations, data work or professional services; or
  • materially changes the scope, volume or nature of its use.

Any pricing adjustment outside these triggers will be communicated in writing at least 30 days before taking effect.

Aim may also pass through, with 30 days’ written notice, any third-party cost increases, including hosting, AI inference, SMS, telephony and payment processing.

5.1 Renewal uplift

Aim may apply an uplift to the Client’s rates at the start of each renewal term.

Aim will notify the Client of the new rates in writing at least 30 days before the renewal date. Continued use of the Service after the renewal date constitutes acceptance of the new rates.

Where Aim has expressly agreed in writing to waive or fix an uplift for a particular Client, Aim will confirm that directly to that Client. In the absence of a written waiver from Aim, the published rates apply on renewal.

5.2 Published rates

Published rates, including the Full Seat rate, premium rates and the Bank Seat rate, are set out on the Aim pricing page and on the applicable Order Form.

Changes to published rates do not take effect for an existing Client during a current contract term, except as permitted by this Section 5.

6. Billing, Payment & Recurring Charges

6.1 Payment authorisation

By submitting a payment through Aim’s checkout, including card payments processed via Stripe, the Client authorises Aim to store the provided payment method and charge it for recurring subscription fees in line with the selected plan.

This constitutes ongoing consent for recurring charges until the Subscription is validly cancelled under Section 12.

6.2 Direct Debit

Aim does not operate Direct Debit by default. Direct Debit is enabled only where expressly approved by Aim in writing.

6.3 Invoices and taxes

All fees are exclusive of VAT and any other applicable taxes, duties or withholdings, which will be added at the prevailing rate.

Invoices are due on the date stated on the invoice or, where no date is stated, on the date of issue.

The Client must keep a valid payment method on file at all times during the term.

6.4 Payment records and billing queries

Records held by Aim’s payment processor, including Stripe logs, are strong evidence of payment authorisation, billing frequency, amounts charged and transaction status.

The Client may challenge a charge by producing evidence to the contrary.

Any billing query must be raised in writing to care@weaim.io within 60 days of the invoice or charge date. After that period, the charge is treated as accepted, except in the case of manifest error or fraud.

Charges processed in accordance with these Terms and the payment provider’s records remain valid and payable pending the outcome of any query.

7. Refunds, Credits & Billing Finality

7.1 General position

Aim does not issue cash refunds outside the cooling-off periods in Section 3.5.

Where Aim agrees to provide a remedy as a matter of goodwill, that remedy is provided as an account credit, not as a refund.

7.2 Monthly charges are non-refundable

Once a monthly subscription payment has been processed, it is non-refundable.

The payment covers access to the Service for that Billing Month and is deemed fully earned once the Billing Month has begun.

This does not affect the cooling-off refund in Section 3.5, which applies only to the initial payment.

7.3 Account credits

Where the Client believes a credit is due, it must submit a written request to care@weaim.io setting out the reason and the period concerned.

Credits are only valid where expressly approved in writing by an Aim director or an authorised member of Aim’s admin or support team. No verbal, WhatsApp, SMS or social media approval is valid.

Approved credits:

  • are applied against future invoices only;
  • have no cash value and are not exchangeable for money;
  • are not transferable to another organisation, account or person;
  • do not reduce, offset or shorten the minimum term or any notice period;
  • do not extend the Subscription; and
  • expire and are forfeited on termination or expiry of the Agreement, however caused.

7.4 No usage-based remedies

No refund or credit will be issued due to:

  • lack of usage, partial usage or non-adoption of the Service;
  • onboarding, migration or training delays caused by the Client;
  • internal operational issues at the Client;
  • staff changes, staff turnover or reduced staffing levels;
  • loss of individual care packages, local authority contracts or private clients;
  • the Client’s own decision to continue running a legacy system in parallel; or
  • dissatisfaction where the Service remains available and substantially as described.

7.5 Non-refundable items

The following are non-refundable in all circumstances, including during a cooling-off period, once work has commenced:

  • Migration Services fees;
  • onboarding, configuration, induction and training fees;
  • bespoke development, integration and data work fees;
  • policy and procedure document packs, once delivered or made available; and
  • any third-party pass-through costs already incurred by Aim.

8. Automatic Renewal & Effect of Payment

All Subscriptions renew automatically on their existing terms unless cancelled in accordance with these Terms.

An annual Subscription renews for a further 12-month term. A monthly Subscription continues on a rolling monthly basis. In each case this applies unless valid 90 days’ written notice has been given under Sections 3 and 12.

It is the Client’s responsibility to diary and serve any notice required to prevent renewal. Aim is not obliged to send a renewal reminder, and the absence of a reminder does not waive the notice requirement or prevent renewal.

Any successful subscription payment confirms continuation of the active Subscription for the applicable billing period. Payments do not constitute one-off transactions unless expressly stated in writing by Aim.

9. Acceptable Use

The Client, and each Authorised User, must not:

  • use the Service in any way that is unlawful, fraudulent, deceptive, or intended to harm Aim, another user, or a third party;
  • upload, transmit or store content that is unlawful, infringing, obscene, defamatory, discriminatory or malicious, or which contains viruses or malicious code;
  • attempt to gain unauthorised access to the Service, any other user’s account, or any underlying systems, networks or infrastructure;
  • interfere with, disrupt, degrade or overload the Service, its APIs, or any connected services;
  • scrape, harvest, crawl, data-mine or otherwise extract data from the Service by automated means, except through features expressly provided for that purpose;
  • share login credentials or allow account access by anyone other than the Authorised User to whom the Seat is assigned;
  • use the Service to develop, train, benchmark against, or improve a competing product or service; or
  • violate any applicable law, regulation or regulatory code, including, for regulated care providers, the standards of the Care Quality Commission or equivalent body.

The Client is responsible for the acts and omissions of its Authorised Users and for all activity under its account.

10. Client Conduct & Right to Terminate for Cause

Aim is committed to a safe, respectful and professional working relationship with its clients and to protecting the welfare of its staff, contractors and wider user community.

Aim may, at its discretion and without refund, suspend or terminate the Agreement, restrict access to the Service and cease the provision of support where the Client, any Authorised User, or anyone acting on the Client’s behalf:

  • engages in abusive, aggressive, threatening, harassing, bullying, discriminatory, sexually inappropriate or otherwise hostile conduct towards Aim’s directors, employees, contractors, agents, users or community;
  • makes knowingly false or maliciously misleading statements about Aim, its products, its personnel or its other clients;
  • repeatedly engages in unreasonable or disruptive behaviour that materially interferes with Aim’s ability to provide the Service in a professional manner;
  • makes a threat of reputational harm, a public campaign, or a bad-faith payment dispute, as a means of extracting a commercial concession to which the Client is not contractually entitled; or
  • commits a material breach of this Agreement.

10.1 Protected activity carve-out

Nothing in this Section 10, or anywhere else in this Agreement, prevents, restricts, penalises or is a ground for termination where the Client, an Authorised User or any individual:

  • raises a genuine concern, complaint or report with the Care Quality Commission, the Information Commissioner’s Office, a local authority, an integrated care board, the police, or any other regulator, commissioner or public body;
  • makes a protected disclosure within the meaning of the Employment Rights Act 1996;
  • reports a safeguarding, patient safety or data protection concern;
  • exercises or asserts a legal right in good faith, including issuing a letter before action or commencing proceedings; or
  • provides truthful information in response to a regulatory, statutory or judicial request.

Aim will not treat any of the above as abusive conduct, as a threat, or as a breach of this Agreement, and will not restrict access to the Service on those grounds.

10.2 Process

Where Aim exercises its rights under this Section 10, it will provide written notice to the Client setting out the basis for the action.

Where the conduct is capable of being remedied, Aim will give the Client a reasonable opportunity to remedy it, of not less than 10 business days, before terminating, except where the conduct involves an immediate risk to safety, security or data.

No refunds or credits are due for unused periods where termination is for cause under this Section.

11. Identity, Misrepresentation & Competitor Access

The integrity of the Aim ecosystem depends on all clients, prospects, trial users and demo participants being who they represent themselves to be.

The Client warrants on a continuing basis that:

  • it is acting in its own name, or as an expressly authorised representative of a named organisation disclosed in writing to Aim;
  • it is not, and is not acting on behalf of, any person or entity that develops, markets, resells, consults on or materially contributes to a product that competes, or is intended to compete, with the Service, unless Aim has consented in writing;
  • it will not use a false identity, false business name, false email address, a colleague’s or third party’s credentials, a misleading job title or any other form of impersonation to access demos, trials, pricing information or the Service; and
  • it will not facilitate or permit access to the Service, demos or trials by a competitor, an undisclosed investor in a competitor, or a consultant engaged by a competitor.

Aim may at any time require identity and entity verification, including government-issued identification of the registered signatory, Companies House references, domain ownership evidence and live verification calls.

Where Aim reasonably determines that the Client has misrepresented its identity, affiliation, role or purpose, Aim may:

  • terminate the Agreement with immediate effect and without refund;
  • revoke all access to the Service, demo environments and associated materials;
  • recover from the Client the losses Aim has actually suffered as a result of the misrepresentation, including the reasonable costs of investigation, verification, professional and legal fees, and management time reasonably incurred;
  • recover any profits derived by the Client from the misrepresentation; and
  • pursue any available civil, equitable or criminal remedies, including claims in deceit and for breach of confidence.

Fees already paid may be set off against the sums recoverable under this Section. Nothing in this Section is intended to operate as a penalty.

12. Cancellation Method (Strict)

All cancellation notices must be submitted in writing by email to care@weaim.io, or to any other address notified by Aim in writing for that purpose.

Cancellation requests via WhatsApp, SMS, social media, in-app chat, phone calls, or verbal communication are not valid.

The cancellation notice must state the Client’s registered organisation name, the account email, and the intended cancellation, and must be sent by an individual with authority to bind the Client.

Aim will acknowledge a valid cancellation notice in writing within 7 business days, confirming the notice date and the resulting end date. Where the Client does not receive an acknowledgement within 7 business days, it must contact Aim to confirm receipt.

The notice period runs from the date the Client’s email is received by Aim.

The Subscription remains active and billable until both:

(a) a valid cancellation notice has been received; and (b) the applicable notice period has fully elapsed.

13. Intellectual Property

13.1 Aim IP

Aim and its licensors own all right, title and interest in and to the Service, including all source code, object code, algorithms, machine learning models, prompts, system designs, database structures, user interfaces, workflows, screens, wireframes, documentation, brand assets including the Aim name, logo, colour system and typography, methodologies, training materials, templates and demonstration environments (“Aim IP”).

All rights not expressly granted to the Client are reserved.

13.2 Licence to the Client

Subject to the Client’s compliance with this Agreement and payment of all fees, Aim grants the Client a non-exclusive, non-transferable, non-sublicensable, revocable licence to access and use the Service during the term, solely for the Client’s internal business operations, limited to the number of Seats paid for.

13.3 Restrictions

Except to the extent permitted by mandatory law, the Client must not, and must not permit any third party to:

  • copy, clone, replicate, reproduce, translate or adapt any part of the Service, its interfaces, workflows, data models, screens or content, whether in whole or in substantial part;
  • decompile, disassemble, reverse engineer, derive, or attempt to discover the source code, underlying ideas, algorithms, model weights, prompts, file structures, or trade secrets of the Service;
  • create, or assist in the creation of, any product, feature, service, framework, template or document pack that is substantially similar to the Service, or that is derived from Aim’s Confidential Information;
  • remove, obscure, alter or fail to reproduce any copyright, trade mark, or other proprietary notice on the Service or Aim materials;
  • use Aim’s name, brand, logos, screenshots, demo recordings or Confidential Information in marketing, fundraising, investor materials, press, social media, comparative advertising or training materials without prior written consent; or
  • use any output of the Service, including generated care plans, templates, documents or data extracts, to train, fine-tune or benchmark a competing AI system or competing software product.

13.4 Client data

The Client retains ownership of the data it uploads to the Service.

The Client grants Aim a worldwide, royalty-free licence to process, store, transmit and display that data to the extent necessary to provide the Service, support the Client, comply with law, and protect the security and integrity of the platform.

Aim may use anonymised and aggregated data, which cannot reasonably be linked back to the Client or any individual, to improve the Service, develop new features and produce analytics.

13.5 Feedback

Any suggestions, ideas, feedback, enhancement requests or recommendations provided by the Client in relation to the Service (“Feedback”) may be used by Aim without restriction and without obligation of any kind. The Client assigns to Aim all right, title and interest in any Feedback.

14. Demos, Trials & Pre-Contract Access

Aim shares its product through live demonstrations, recorded walkthroughs, guided trials, beta programmes and pilot environments (together, “Demos”). Access to a Demo is a privilege, not a right, and is provided strictly on the following terms:

  • Demos are Confidential Information of Aim. The Client and each attendee must treat everything shown, including screens, workflows, prompts, data models, features, roadmap, pricing and commercial approach, as confidential.
  • The Client and each attendee must not record, screen-capture, screenshot, photograph, stream, transcribe, or otherwise preserve or transmit any part of a Demo, in any format, without Aim’s prior written consent.
  • The Client and each attendee must not share, circulate, post or publish any Demo material, screenshots, features or commercial information on social media, in blogs, in investor updates, in training materials or in any public or semi-public channel.
  • The Client and each attendee must not attend a Demo on behalf of, or while acting as a consultant to, a competitor, nor use anything learned during a Demo to inform the design, development, specification or marketing of a competing product.
  • Aim may require attendees to sign an individual non-disclosure agreement, verify identity, decline or re-schedule Demos, or remove any attendee from a session.
  • Where Aim reasonably concludes that a Demo has been attended in bad faith, including to copy, benchmark, profile pricing or extract specifications for a competing product, Aim’s rights under Sections 10, 11 and 13.3 apply in full.

The obligations in this Section 14 survive indefinitely, whether or not the Client becomes a paying subscriber.

15. Confidentiality

Each party must keep the other’s Confidential Information strictly confidential, use it only for the purposes of performing this Agreement, and protect it using at least the same standard of care it uses for its own confidential information, and in any event no less than a reasonable standard of care.

This obligation survives termination for a period of 5 years, except that obligations relating to trade secrets, source code, prompts, model designs and Demo materials continue indefinitely.

Nothing in this Section prevents disclosure required by law, regulation, a court, or a regulator, or any disclosure covered by Section 10.1.

16. Data Protection

Where Aim processes personal data on behalf of the Client, it does so as a processor, and the Client is the controller, for the purposes of the UK GDPR and the Data Protection Act 2018.

Aim’s Data Processing Addendum is published at https://weaim.io/data-processing-agreement and forms part of this Agreement. The DPA sets out:

  • the subject matter, duration, nature and purpose of the processing;
  • the categories of personal data and data subjects;
  • Aim’s obligations as processor under Article 28 of the UK GDPR;
  • the current list of sub-processors, and the process for notifying the Client of changes and for the Client to object;
  • the technical and organisational security measures applied;
  • the arrangements for international transfers, where applicable; and
  • the arrangements for audit, assistance, breach notification, and the return or deletion of personal data at the end of the Agreement.

By accepting these Terms, the Client accepts the DPA and confirms that the DPA constitutes its documented instructions to Aim for the purposes of Article 28(3)(a) of the UK GDPR.

Aim will notify the Client without undue delay, and in any event within 48 hours of becoming aware, of any personal data breach affecting the Client’s personal data.

The Client is responsible for ensuring it has a lawful basis for the personal data it uploads to the Service, for issuing privacy information to its own staff and service users, and for carrying out any Data Protection Impact Assessment required for its use of the Service. Aim will provide reasonable assistance.

17. AI Features & Outputs

17.1 Nature of AI output

The Service includes AI Features that generate drafts, summaries, suggestions, classifications, transcriptions and other output.

AI output is generated automatically. It may be incomplete, inaccurate, out of date, or unsuitable for a particular individual or situation.

AI output is provided as a working draft and a decision support aid only. It is not medical advice, clinical advice, legal advice, regulatory advice, or employment advice.

17.2 Mandatory human review

The Client must ensure that all AI output is reviewed, verified and approved by a suitably qualified and competent person before it is:

  • used in the delivery of care;
  • relied upon for any clinical, medication, risk or safeguarding decision;
  • entered into a care plan, risk assessment or care record as a final record;
  • submitted to a regulator, commissioner, local authority or insurer; or
  • used in any employment, disciplinary or performance decision.

The Client remains the decision-maker at all times. Aim is not responsible for any decision made by the Client, or any outcome, arising from unreviewed or unverified AI output.

17.3 AI sub-processors

Aim uses third-party AI providers to deliver AI Features.

Those providers act as sub-processors and are listed in the DPA. Aim maintains written data processing terms with each of them covering confidentiality, security and permitted use.

Aim does not permit its AI providers to use Client personal data to train their general foundation models.

17.4 Client responsibilities

The Client must not input into AI Features any data that it is not lawfully permitted to process, or that it is contractually prohibited from disclosing.

The Client must ensure its own AI usage policies, staff training and record-keeping meet the standards expected by the Care Quality Commission or equivalent body.

18. Policies & Procedures (If Purchased)

18.1 Template source

Policies and procedures may be prepared by independent contractors.

18.2 No Aim liability

Aim does not warrant the accuracy, completeness or suitability of third-party or contractor-provided documents and is not liable for their content, to the maximum extent permitted by law.

18.3 Client responsibility

Templates are editable by design. The Client is solely responsible for reviewing, editing, and ensuring documents meet its operational needs and all applicable laws and regulatory standards, including CQC or equivalent.

18.4 No legal advice

Documents are templates only and do not constitute legal advice. The Client should seek advice from a qualified professional before implementation.

19. Migration, Onboarding, Training & Client Commitment

19.1 Scope

Where the Client purchases Migration Services, Aim will migrate the Client’s data from its existing system in accordance with the scope confirmed in writing with the Client before work begins.

This Section 19 applies where the Client has purchased Migration Services, and to any onboarding, induction, configuration or training sessions arranged by Aim for the Client, whether or not those sessions are charged for separately.

The confirmed written scope prevails over any general description on the website or in marketing materials.

19.2 One-time fee

Migration Services are charged separately from the Subscription, at the fee stated at checkout or on the applicable Order Form.

Migration Services fees are non-refundable once work has commenced, including where the Subscription is cancelled within a cooling-off period under Section 3.5.

19.3 Client project lead

The Client must nominate a named project lead with authority to make decisions, provide access and sign off milestones, and must notify Aim in writing of any change to that person.

19.4 Mandatory attendance

Migration, onboarding and go-live involve scheduled sessions, including kick-off calls, data review calls, configuration sessions, induction sessions, training sessions and go-live readiness reviews (“Scheduled Sessions”).

Attendance at Scheduled Sessions by the project lead, or a suitably authorised delegate, is a contractual obligation of the Client and is mandatory.

Aim allocates staff, systems and capacity to each Scheduled Session in advance.

  • Scheduled Sessions are agreed with the Client in advance.
  • Where the Client needs to move a Scheduled Session, it must tell Aim beforehand, either in the shared WhatsApp project group or by email to care@weaim.io. There is no fixed minimum notice period, but the Client must give Aim as much notice as it reasonably can.
  • A Scheduled Session moved with advance notice is not a missed session.
  • A Scheduled Session is treated as missed where no attendee from the Client joins at any point during the scheduled time, and no advance notice was given.

19.5 Consequences of missed sessions

Aim does not charge the Client a fee for a missed Scheduled Session.

Where a Scheduled Session is missed:

  • the migration, onboarding and training timeline is paused, and Aim is not in breach of any target date or turnaround for the period of the delay;
  • Aim will offer further opportunities to reschedule, in writing; and
  • where the Client repeatedly does not attend and does not re-engage within 30 days of Aim’s final written reminder, Aim may pause or close the migration project and treat the Migration Services as delivered to the extent completed. Section 19.2 continues to apply to the fee.

The Client’s non-attendance at, or non-engagement with, Scheduled Sessions is not evidence that the Service is defective, unsuitable or not working for the Client, and the Client may not rely on it as such.

Non-attendance is not a ground for any refund, credit, fee reduction, early cancellation, or for withholding or delaying payment.

Subscription fees continue to be charged in full throughout, and the minimum term and notice period are unaffected.

19.6 Timelines are targets

Any stated turnaround, including any indicative period such as a 14-day migration, is a good-faith target and not a guarantee.

Delivery depends on timely Client cooperation, attendance at Scheduled Sessions, the provision of the necessary access and credentials, and on what the Client’s existing provider permits to be exported.

19.7 Third-party export limitations

The completeness of migrated data, including historical records, depends on the source system and on what that system allows to be exported.

Aim is not liable for data that cannot be migrated, or for delays, where this results from the incumbent provider’s restrictions, formats, access limitations or delays, or from incomplete or inaccurate source data provided by the Client.

19.8 Readiness and non-adoption

Aim will confirm in writing when the Client’s account is configured, populated and ready for operational use (“Readiness Confirmation”).

From the date of Readiness Confirmation, the Service is treated as delivered and available to the Client, whether or not the Client begins using it.

The Client’s failure or refusal to begin using the Service, once the Readiness Confirmation has been issued, is not:

  • a failure or breach by Aim;
  • a ground for any refund, credit or fee reduction;
  • a ground for early cancellation or for suspending payment; or
  • a ground for shortening the minimum term or any notice period.

The Client is expected to make genuine and sustained use of the Service. Where the Client no longer wishes to continue, its only route is to serve valid notice under Sections 3 and 12 and to pay the fees due for the minimum term and the notice period.

Where Aim has expressly agreed in writing, including by email, that a particular Client may run on a rolling monthly arrangement without the 12-month minimum term, the 90-day written notice requirement still applies in full, and the Client remains liable for all fees falling due during that notice period.

19.8.1 Disputing a Readiness Confirmation

Where the Client disputes a Readiness Confirmation, it must, within 10 business days of the Readiness Confirmation, submit to care@weaim.io a single written report in PDF format setting out:

  • each specific function, record set, configuration or data item that the Client says is not ready or not working;
  • screenshots taken from within the Service showing the issue;
  • the navigation path or location within the Service where each issue can be found; and
  • where the issue concerns migrated data, the corresponding evidence from the source system so that Aim can compare the two.

General statements that the Service is “not ready”, “not working” or “not suitable”, without the detail above, are not a valid dispute.

Aim will review a valid dispute and respond in writing within 1 working week of receipt. Aim will investigate and remedy any genuine deficiency at its own cost.

Where the Client does not submit a valid dispute within 10 business days, the Readiness Confirmation is treated as accepted.

19.9 Aim’s commitments

To support the Client fairly, Aim commits that it will:

  • confirm the migration scope in writing before work begins;
  • provide a written schedule of Scheduled Sessions in advance;
  • provide written summaries and any agreed materials after each Scheduled Session;
  • issue a written Readiness Confirmation setting out what has been configured;
  • provide induction and training as set out in the Order Form; and
  • make reasonable written attempts to re-engage a non-responsive Client before closing a migration project under Section 19.5.

19.10 No outcome guarantee

Migration Services are subject to Section 20 and to the limitations of liability in this Agreement.

The Client remains responsible for verifying migrated data before relying on it operationally.

20. No Regulatory or Business Outcome Guarantee

Aim does not guarantee any regulatory outcome, inspection result, compliance rating, or business performance, including CQC ratings, hours won, tenders awarded, staff retention, or revenue.

The Client remains solely responsible for regulatory compliance and for all operational decisions made using the Service.

21. Service Availability & Support

21.1 Availability target

Aim targets availability of the core Service of 99.5% per calendar month, measured excluding:

  • planned maintenance notified at least 48 hours in advance;
  • emergency maintenance required for security or stability;
  • failures of third-party services outside Aim’s reasonable control; and
  • issues caused by the Client’s own equipment, network or misuse.

21.2 Support

Support is available by email to care@weaim.io during business hours, being 09:00 to 17:30 UK time, Monday to Friday, excluding English public holidays.

Aim targets an initial response within 1 business day for standard requests and within 4 business hours for a total loss of service affecting all the Client’s users.

21.3 Service credits

Where availability in a calendar month falls below 99.0%, and the Client submits a written request within 30 days of the end of that month, Aim will apply an account credit equal to 5% of that month’s subscription fee for each full 1% below 99.0%, up to a maximum of 25% of that month’s subscription fee.

Service credits are the Client’s sole and exclusive financial remedy for failure to meet the availability target, and are governed by Section 7.3.

22. Warranties

Aim warrants that:

  • it will provide the Service with reasonable skill and care;
  • it has the right to grant the licence set out in Section 13.2; and
  • it will apply appropriate technical and organisational security measures as set out in the DPA.

Except as expressly set out in this Agreement, all warranties, conditions, representations and terms, whether express or implied by statute, common law or otherwise, are excluded to the maximum extent permitted by law.

23. Limitation of Liability

23.1 Liabilities that are never limited

Nothing in this Agreement limits or excludes either party’s liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation; or
  • any other liability that cannot lawfully be limited or excluded.

23.2 Excluded losses

Subject to Section 23.1, neither party is liable to the other for any indirect, incidental, special, punitive or consequential loss, or for any loss of profits, revenue, goodwill, anticipated savings, contracts or business opportunity, in each case whether direct or indirect.

23.3 Aim’s liability cap

Subject to Sections 23.1 and 23.4, Aim’s total aggregate liability under or in connection with this Agreement, whether in contract, tort including negligence, breach of statutory duty or otherwise, is limited to the total fees paid by the Client to Aim in the 6 months immediately preceding the first event giving rise to the claim.

Where a court or tribunal determines that the 6-month cap in this Section 23.3 is unenforceable, the parties intend that the cap will instead be the total fees paid by the Client to Aim in the 12 months immediately preceding the first event giving rise to the claim. Where that is also held unenforceable, the cap will be the total fees paid by the Client to Aim under this Agreement. Each of these limits is severable and is intended to apply in turn.

23.4 Data protection claims

Subject to Section 23.1, each party’s aggregate liability for claims arising from a breach of data protection law or of the DPA is subject to the same cap as set out in Section 23.3, and forms part of, and is not additional to, that cap.

Nothing in this Agreement affects any right a data subject may have to bring a claim directly against either party under data protection law.

23.5 The Client’s liability cap

Subject to Section 23.1, the Client’s total aggregate liability under or in connection with this Agreement is limited to the same amount as Aim’s under Section 23.3, except in respect of:

  • the Client’s obligation to pay fees properly due;
  • the Client’s breach of Section 11 (Identity, Misrepresentation & Competitor Access);
  • the Client’s breach of Section 13 (Intellectual Property);
  • the Client’s breach of Section 14 (Demos); and
  • the Client’s breach of Section 15 (Confidentiality),

in respect of which the Client’s liability is not limited by this Section 23.5.

23.6 Client responsibilities affecting liability

The Client acknowledges that:

  • it is responsible for the accuracy of the data it enters into the Service;
  • it is responsible for maintaining its own records in accordance with its regulatory retention obligations;
  • it is responsible for human review of AI output under Section 17.2; and
  • Aim’s liability is reduced to the extent that any loss is caused or contributed to by the Client’s own acts or omissions.

23.7 Reasonableness

The parties agree that the allocation of risk in this Section 23 is reasonable, having regard to:

  • the level of fees payable under this Agreement, which are low relative to the value of the Client’s own operations;
  • the fact that the Client retains ownership and control of its own records and is able to export, back up and retain them under Section 28;
  • the Client’s responsibility for human review of AI output under Section 17.2, and for all operational and regulatory decisions under Section 20; and
  • each party’s ability to arrange its own insurance under Section 25.

The Client acknowledges that it has had the opportunity to consider these limits, to take independent advice, and to arrange its own insurance cover, and that the fees payable reflect this allocation of risk.

24. Indemnity

The Client agrees to indemnify, defend and hold Aim, its directors, employees, contractors and affiliates harmless from and against all claims, losses, damages, liabilities, penalties, fines and reasonable costs, including legal fees, arising from or in connection with:

(a) the Client’s edits to, or implementation of, templates or documents; (b) the Client’s use of, or reliance on, AI output without the human review required by Section 17.2; (c) the Client’s breach of Sections 9, 10, 11, 13, 14, 15 or 16; (d) any content uploaded to the Service by the Client or its Authorised Users; or (e) the Client’s failure to comply with applicable laws, regulations or regulatory codes.

The Client’s liability under this Section is subject to the caps in Section 23.5.

Aim will notify the Client promptly of any claim, will not settle without the Client’s consent, and will provide reasonable assistance at the Client’s cost.

25. Insurance

Each party is responsible for arranging and maintaining its own insurance appropriate to its own business and risk profile.

Neither party warrants that it holds, or will hold, any particular class or level of insurance cover, and nothing in this Agreement requires either party to hold insurance.

The limitations of liability in Section 23 apply in full regardless of the insurance position of either party.

26. Suspension; Breach; Non-Payment & Chargebacks

26.1 Grounds for suspension

Aim may suspend access immediately and without liability if:

  • payment is overdue by 14 days or more;
  • the Client materially breaches this Agreement;
  • Aim reasonably believes the Service is being misused, used unlawfully, or used in a way that threatens the security, stability or reputation of the platform; or
  • the Client initiates a chargeback or payment dispute in breach of Section 26.3.

26.2 Notice and reinstatement

Aim will give the Client written notice before suspending for non-payment, and will send a reminder at least 3 business days before suspension takes effect.

Suspension is lifted promptly, and normally within 1 business day, once the Client either:

  • makes the outstanding payment; or
  • contacts care@weaim.io and agrees a payment arrangement in writing with Aim.

Suspension does not entitle the Client to refunds or credits, does not extend the term, and does not relieve the Client of its obligation to pay accrued and future fees due for the remaining term.

26.2.1 Emergency data access during suspension

Where a suspended Client has an urgent operational, safeguarding or regulatory need for its data, it may apply in writing to care@weaim.io.

The application must set out the specific need, the records required, and supporting evidence of the need, such as a regulatory request, inspection notice or safeguarding referral.

Applications are considered and approved only by an Aim director or an authorised member of Aim’s management team. Approval is at Aim’s discretion.

Where an application is approved, Aim may provide all or part of the requested data, in a format of Aim’s choosing, and may charge a reasonable administrative fee for doing so.

Providing data under this Section does not lift the suspension, waive any unpaid fees, waive any breach of this Agreement, or release the Client from its obligations under the remaining term.

26.3 Chargebacks

Before raising a chargeback or payment dispute, the Client must first contact care@weaim.io and allow Aim 14 business days to investigate and resolve the matter.

Raising a chargeback or payment dispute without first doing so is a material breach of this Agreement.

Aim may recover from the Client any chargeback fees, reasonable administrative costs and losses caused by a dispute raised in breach of this Section, and may suspend access under Section 26.1.

This Section does not purport to remove any right the Client may have under its card scheme rules or with its payment provider. It sets out the contractual consequences, as between Aim and the Client, of exercising that right without following the process above.

27. Termination by the Client for Cause

In addition to its cancellation rights under Section 3, the Client may terminate this Agreement with immediate effect by written notice to care@weaim.io if:

  • Aim commits a material breach of this Agreement and fails to remedy it within 30 days of written notice specifying the breach;
  • the core Service is unavailable for 10 or more consecutive business days for reasons within Aim’s reasonable control; or
  • Aim makes a material adverse change to core functionality and does not remedy it under Section 2.

Where the Client terminates under this Section, Aim will refund a pro-rata share of any prepaid fees covering the period after the termination date. No other refund or credit is due.

28. Exit, Data Export & Deletion

28.1 Export window

For 30 days following the end of the Agreement, the Client retains read-only access to the Service to export its data using the Service’s standard export functions.

On written request during that 30-day window, Aim will also provide a standard export of the Client’s data in CSV and, where applicable, PDF format, at no additional charge.

Bespoke export formats, database dumps or non-standard extracts are chargeable at Aim’s then-current professional services day rate.

Aim may withhold an export while fees properly due remain unpaid.

28.2 Retention period

After the 30-day export window closes, Aim retains the Client’s data in a secured, access-restricted archive for a further 6 months from the end of the Agreement.

During that period, the Client may request a one-off export, which Aim will provide at its then-current professional services rate.

28.3 Deletion

At the end of the 6-month retention period, Aim will permanently delete the Client’s personal data from its live systems and archives.

Data held in encrypted backups is overwritten on Aim’s normal backup cycle and, in any event, within a further 90 days. Aim will not access or restore backup data during that period except where required for security, legal or regulatory reasons.

On written request, Aim will provide a written confirmation of deletion.

28.4 Earlier deletion

The Client may request deletion earlier than the periods above by written notice to care@weaim.io. Aim will comply within 30 days, except where retention is required by law.

28.5 The Client’s own retention duties

The Client is the controller of its records and is solely responsible for its own statutory and regulatory retention obligations.

Retention periods for adult social care records are considerably longer than the 6-month period in Section 28.2. Under the Records Management Code of Practice, adult social care records are generally retained for 8 years after the last contact, and children’s records for significantly longer.

The Client must export and retain its own records before the retention period in Section 28.2 expires. Aim is not responsible for any loss, regulatory finding or penalty arising from the Client’s failure to do so.

28.6 Survival

Sections 13, 14, 15, 16, 20, 23, 24, 28, 30 and 37 survive termination or expiry of this Agreement.

29. Late Payment Interest & Recovery Costs

All sums not paid by the due date will bear interest at 8% per annum above the Bank of England base rate, calculated daily from the due date until payment is made in full, whether before or after judgment, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

Aim is also entitled to recover reasonable costs incurred in collecting overdue amounts, including debt collection agency fees, legal fees and court costs.

30. Non-Solicitation

During the term and for 12 months after termination, the Client will not, directly or indirectly, solicit for employment or engagement any Aim director, employee or contractor with whom the Client has had material contact in connection with the Service.

General, non-targeted recruitment advertising, and the engagement of any person who responds to it, is not a breach of this Section.

31. Force Majeure

Neither party will be liable for any failure or delay in performance, other than payment obligations, caused by events beyond its reasonable control, including acts of God, war, terrorism, civil unrest, pandemic, cyber-attack, failures of third-party services including hosting, AI inference, telephony and payment providers, and changes in law.

Where a force majeure event continues for more than 30 consecutive days and prevents Aim from providing the core Service, either party may terminate on written notice, and Aim will refund a pro-rata share of prepaid fees for the unused period.

32. Assignment & Subcontracting

The Client may not assign, transfer, charge or otherwise deal with this Agreement without Aim’s prior written consent, such consent not to be unreasonably withheld in the case of a sale of the whole of the Client’s business.

Aim may assign, transfer or subcontract any of its rights or obligations without consent, provided that the Service continues to be delivered substantially as described, and that any sub-processing of personal data complies with the DPA.

33. Insolvency

Either party may terminate this Agreement with immediate effect on written notice if the other party becomes insolvent, enters administration, liquidation or a company voluntary arrangement, has a receiver or administrator appointed, ceases or threatens to cease trading, or suffers any equivalent event in any jurisdiction.

Termination under this Section does not affect fees accrued up to the date of termination.

34. Notices

Notices under this Agreement must be in writing.

Notices to Aim must be sent to care@weaim.io. Notices to the Client may be sent to the primary contact email on the account.

Notices sent by email are deemed received on the next business day after sending, provided no delivery failure is received.

It is the Client’s responsibility to keep its primary contact email current.

35. Entire Agreement

These Terms, together with any Order Form, checkout, Client Services Agreement, the DPA, or written variation expressly accepted by Aim, constitute the entire agreement between the Client and Aim.

Verbal statements, demonstrations, marketing materials or informal communications do not form part of the contract unless confirmed in writing by Aim.

Each party confirms that it has not relied on any statement, representation or warranty not expressly set out in this Agreement. Nothing in this Section limits liability for fraudulent misrepresentation.

36. Severability, Waiver & Third-Party Rights

If any provision of this Agreement is held to be invalid or unenforceable, that provision will be modified to the minimum extent necessary, and the remaining provisions will continue in full force.

Failure or delay by either party to enforce any right does not constitute a waiver of that right.

Except as expressly stated, this Agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999.

37. Variation

Aim may update these Terms from time to time.

Material changes will be notified by email to the primary account contact, or by in-product notice, at least 30 days before they take effect.

Where a material change has a material adverse effect on the Client during a current paid term, the Client may object in writing within 30 days of the notice. Where Aim does not withdraw the change or agree an alternative, the Client may terminate under Section 27, with a pro-rata refund of prepaid fees for the unused period.

Continued use of the Service after the 30-day period, without objection, constitutes acceptance.

Changes required by law, security, or to protect the Service or its users may take effect immediately.

Changes to these Terms do not alter the pricing agreed for a current contract term, except as permitted by Section 5.

38. Governing Law & Jurisdiction

These Terms are governed by the laws of England & Wales.

The parties submit to the exclusive jurisdiction of the courts of England & Wales, except that Aim may bring proceedings to enforce its intellectual property rights or recover unpaid fees in any competent jurisdiction.

39. Contact

Support, credits, seat changes and cancellations: care@weaim.io

Registered office: 40 Bank Street, Level 18, Canary Wharf, London E14 5NR

More information: weaim.io

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