Terms of Service

These Terms of Service (“Terms”) govern access to and use of the CivicFlow platform, mobile apps, API and related services (the “Services”). They form an agreement between CivicFlow Technologies S.L., a company registered in Madrid, Spain, and the organization that accepts them (“Customer”, “you”).

If you accept on behalf of an organization, you confirm that you are authorized to bind it. If an order form or a signed master agreement conflicts with these Terms, the signed document prevails.

• Customer Data — all data submitted to the Services by you, your users or residents, including Resident Data.
• Resident Data — personal data of members of the public, submitted in reports to you through the Services.
• Users — your staff and contractors who you authorize to use the Services.
• Order Form — the document or online checkout that sets out your plan, term and fees.
• Documentation — the guides and API reference we publish for the Services.

You are responsible for your Users and for keeping their credentials secure. Accounts are personal and may not be shared. Tell us promptly at security@civicflow.site if you suspect unauthorized access. We recommend enforcing single sign-on and two-factor authentication for every User.

• Fees are stated in euros (EUR) and exclude VAT and other applicable taxes, which are added to the invoice.
• Plans are billed monthly or annually in advance. Annual billing is priced at ten months for twelve.
• Invoices are payable within 30 days. Public bodies may pay by bank transfer against a purchase order.
• Subscriptions renew for the same period unless either party cancels before the renewal date. We give at least 60 days’ notice of any price change, which applies from your next term.
• Fees for a term already paid are non-refundable, except where these Terms say otherwise.

You will not, and will not allow others to:

• use the Services in breach of law, including data protection and public-sector transparency rules;
• upload malware or attempt to access systems or data that are not yours;
• interfere with the Services, exceed rate limits deliberately or run load tests without our written consent;
• resell the Services, or use them to build a competing product;
• use CivicFlow AI to make decisions with legal effects on residents without human review.

We may suspend access that poses a security risk, after notifying you where we reasonably can.

You own all Customer Data, including Resident Data. You grant us a limited right to host, process and display it solely to provide, secure and support the Services. We do not sell Customer Data, use it for advertising, or use Resident Data to train AI models offered to other customers.

For personal data, we act as your processor under the Data Processing Agreement, which forms part of these Terms. You are responsible for having a lawful basis to collect Resident Data and for the instructions you give us.

Each party will protect the other’s confidential information with at least reasonable care, use it only to perform this agreement, and share it only with people who need to know and are bound by similar duties. This does not apply to information that is public, already known or independently developed, or that must be disclosed by law — including freedom-of-information requests, which you may answer after giving us a chance to identify commercially sensitive details.

We aim to keep the Services available around the clock. Enterprise plans include a 99.99% monthly uptime commitment with service credits; Growth includes 99.95% and Starter 99.9%. Planned maintenance is announced at least 72 hours in advance on our status page. How we protect availability and your data is described on our Security page.

We own the Services, the Documentation and all improvements to them. You receive a non-exclusive, non-transferable right to use the Services during your subscription. If you send us feedback, we may use it without obligation. You keep all rights to your logos, content and Customer Data.

We warrant that the Services will perform materially as described in the Documentation and that we will not materially reduce their security during your term. If they do not, we will fix the issue or, if we cannot, you may terminate the affected Service and receive a pro-rata refund.

Except as stated here, the Services are provided “as is”. CivicFlow AI suggestions are aids to staff judgement and may be inaccurate; you remain responsible for decisions made with them.

Neither party is liable for indirect or consequential losses, or for lost profits or revenue. Each party’s total liability under this agreement is limited to the fees paid or payable in the 12 months before the claim. These limits do not apply to breaches of confidentiality, your payment obligations, or liability that cannot be limited by law, such as for fraud or gross negligence.

This agreement lasts for as long as you have an active subscription. Either party may terminate for a material breach that is not cured within 30 days of written notice.

After termination, you can export your Customer Data for 30 days in standard formats (CSV, GeoJSON and JSON via the API). After that period we delete it from production systems, and from backups within a further 35 days, unless the law requires us to keep it.

These Terms are governed by the laws of Spain, excluding the UN Convention on Contracts for the International Sale of Goods. Disputes will be submitted exclusively to the competent courts of the city of Madrid, unless mandatory public-procurement law requires otherwise.

We may update these Terms to reflect changes to the Services or the law. We notify admins at least 30 days before material changes take effect. If you do not agree, you may terminate before the change applies and receive a pro-rata refund of prepaid fees.

Questions about these Terms can be sent to legal@civicflow.site, or by post to CivicFlow Technologies S.L., Legal, Patio Studio, 7 Calle del Almendro, 28005 Madrid, Spain. You can also reach us through our contact page.