Crisis Cloud AI Subscription Terms

Version: 2026-09-14
Effective date: 14 September 2026

1. About these terms

These terms apply to paid subscriptions to the Crisis Cloud AI service provided by Crisis Solutions Ltd, company number 03981161, whose registered office is at Ashwell House, High Street, Longborough GL56 0QE (“Crisis Solutions”, “we”, “us” or “our”).

The organisation purchasing or using the subscription is the “Customer”. The person purchasing the subscription or accepting these terms confirms that they:

are at least 18 years old;
are acting for business, professional, public-sector, charitable or organisational purposes and not primarily as a consumer;
are authorised to accept these terms for the Customer; and
have supplied accurate information.

The subscription checkout page, any agreed order form or quotation, and these terms together form the agreement. If they conflict, an agreed order form or quotation takes precedence for the specific commercial matter it addresses, followed by the checkout page and then these terms.

2. The service

Crisis Cloud AI is a hosted platform for planning and running simulated crisis-management and resilience exercises. A subscription gives the Customer access to the functions and usage limits included in the purchased plan for one organisation, unless otherwise agreed in writing.

The service is a simulation and exercising tool. It must not be used:

to manage an actual emergency or live safety-critical incident;
as the sole basis for operational, safety, legal, medical or financial decisions;
as a production records system; or
for any purpose that has not been authorised by the Customer.

3. Subscription start and activation

The paid subscription starts when payment is successfully completed or on another start date agreed in writing. Where the Customer converts from a trial, the paid service begins only after the Customer separately purchases or agrees to the paid subscription. A trial does not convert automatically.

Activation and continued access may be subject to successful payment, organisation and hostname validation, available platform capacity, security checks and successful site-readiness checks. We may reasonably delay activation where information is incomplete or activation presents a security, legal or operational risk.

4. Charges tax and payment

The charges and billing period are shown on the checkout page, order form or quotation. Unless stated otherwise, charges exclude VAT and any other applicable taxes. The Customer must pay those taxes in addition to the subscription charge where required.

Payments are collected in advance using the payment method selected at checkout. The Customer authorises us and our payment processor to collect each recurring charge when it falls due. The Customer must keep its payment and billing information accurate and current.

Payment-processing charges are borne by us unless the checkout page or an agreed order expressly states otherwise. The Customer is responsible for charges imposed by its own bank, card issuer or payment provider.

5. Automatic renewal

A monthly subscription renews automatically each month. An annual subscription renews automatically each year. On each renewal, the Customer will be charged the then-applicable subscription price and taxes using the payment method held for the subscription, unless the subscription has been cancelled under section 6.

We may change the subscription price for a future renewal by giving at least 30 days’ notice. A price change will not alter a period already paid for. If the Customer does not accept the new price, it may cancel before the next renewal.

6. Cancellation and refunds

The Customer may cancel by emailing info@crisis-solutions.com. The request must identify the Customer and the relevant Crisis Cloud AI organisation site and must be received before the next renewal payment is taken.

Cancellation takes effect at the end of the current paid billing period. The Customer may continue using the service until that date, subject to these terms.

Payments already made are non-refundable. No refund or credit will be provided for unused time, reduced usage or early cessation of use, except where required by law or expressly agreed by us in writing.

Cancelling a monthly subscription prevents the next monthly renewal. Cancelling an annual subscription prevents the next annual renewal; it does not terminate the current annual subscription early.

7. Failed and overdue payments

If a payment is declined, reversed, disputed or otherwise not received, we may retry collection and may suspend or restrict access until the outstanding amount is paid. Suspension does not cancel an amount already due. We will restore access within a reasonable period after cleared payment, subject to necessary security or readiness checks.

If an overdue amount remains unpaid, we may terminate the subscription on written notice and may recover reasonable external costs properly incurred in collecting it, to the extent permitted by law.

8. Accounts and authorised users

The Customer may permit authorised facilitators and participants to use its organisation site. The Customer is responsible for:

deciding who should have access and assigning appropriate roles;
ensuring its users comply with these terms;
promptly removing access that is no longer required;
keeping account credentials secure;
notifying us promptly of suspected unauthorised access; and
ensuring users access only information they are authorised to see.

Individual accounts must not be shared. A group account may be used only where the service expressly provides a group-participant function. No Customer user receives WordPress Network Administrator access.

9. Acceptable use

The Customer and its users must not:

use Crisis Cloud AI unlawfully, fraudulently or deceptively;
upload malware, malicious code or material intended to disrupt a service;
attempt to bypass authentication, quotas or security controls;
attempt to access another organisation’s site or information;
probe, scan or test platform security without our prior written permission;
send spam or unsolicited bulk communications;
impersonate another person or organisation;
infringe intellectual-property, confidentiality or privacy rights;
upload unlawful, defamatory, discriminatory or abusive content;
use the service to develop or operate weapons, malicious software or unlawful surveillance;
resell, sublicense or commercially provide access unless agreed in writing; or
use automated tools to scrape data, create accounts or generate unreasonable traffic.

We may suspend access immediately where reasonably necessary to protect people, information, the platform, suppliers or other customers.

10. Usage limits and fair use

The applicable plan may include limits for participants, facilitators, media storage, service emails, AI requests, concurrent operations, processing, API use and other shared resources. Current limits may be displayed within the service or agreed in an order form or quotation.

Reaching a limit may prevent additional activity without removing existing content. We may immediately restrict abusive, unlawful or clearly excessive use. We will give reasonable notice of other material reductions to plan limits and will not apply them retrospectively to remove rights already paid for during the current billing period.

11. Customer Content

“Customer Content” means information, exercise material, scenarios, messages, uploads, prompts and other material placed in the service by or for the Customer. The Customer retains ownership of its Customer Content.

The Customer grants us a limited, non-exclusive right to host, copy, transmit, secure, back up and otherwise process Customer Content only as reasonably necessary to:

provide and protect the service;
investigate support or security issues;
comply with applicable law; and
carry out the Customer’s authorised instructions.

The Customer confirms that it has the rights and lawful authority necessary to provide and use its Customer Content. Unless specifically agreed in writing, the Customer must not upload:

special-category personal information;
criminal-offence information;
live operational secrets;
classified information;
payment-card data;
medical records; or
information whose loss or disclosure could create a serious risk to a person.

Exercise content should use fictional, anonymised or appropriately minimised information wherever possible.

12. Artificial intelligence

Some Crisis Cloud AI functions use artificial intelligence to assist with generating exercise material.

AI-generated content may be inaccurate, incomplete, inappropriate or inconsistent. It must be reviewed by an authorised facilitator before being used.

The Customer must not rely on AI output as professional advice or as the sole basis for a real-world decision. The Customer must not include unnecessary personal, confidential or security-sensitive information in an AI prompt.

13. Intellectual property

Crisis Solutions and its licensors retain all rights in:

the Crisis Cloud AI platform;
software, source code and technical architecture;
standard templates and presentation;
documentation;
trademarks and branding; and
improvements that do not disclose the Customer’s confidential information.

During the paid subscription, the Customer receives a limited, non-exclusive, non-transferable and non-sublicensable right for its authorised users to use the service for the Customer’s internal organisational purposes. No ownership of the platform or right to source code is transferred.

If the Customer provides feedback or suggestions, we may use them to improve the service provided that we do not disclose the Customer’s confidential information or identify the Customer without permission.

14. Availability maintenance and support

We will provide the service with reasonable care and skill. Unless a separate service-level agreement is expressly agreed in writing, we do not guarantee uninterrupted or error-free availability or a particular response or resolution time.

The service may be unavailable because of planned or emergency maintenance, updates, faults, security action, supplier interruption or circumstances outside our reasonable control. We will seek to minimise material disruption where reasonably practicable.

Support is available through info@crisis-solutions.com.

15. Data protection and security

Our processing of personal information for account, billing, security, support and service administration is described in the Crisis Cloud AI Privacy Notice.

Where we process personal information contained in Customer Content solely on the Customer’s documented instructions, the parties will enter into an appropriate data-processing agreement where required. The Customer remains responsible for determining the lawful basis and instructions for its processing and for providing required information to its users.

We will maintain reasonable technical and organisational measures designed to protect the service and Customer Content. No online service can be guaranteed completely secure. The Customer must follow reasonable security instructions and promptly report suspected incidents.

16. Confidentiality

Each party must use reasonable care to protect confidential information received from the other party, use it only to perform or receive the service, and disclose it only to people who need it and are subject to appropriate confidentiality obligations.

This obligation does not apply to information that:

was already lawfully known without restriction;
becomes public other than through a breach;
is independently developed without using the other party’s confidential information;
is lawfully received from another source; or
must be disclosed by law.

Where lawful, the receiving party will give reasonable advance notice of a compelled disclosure.

17. Warranties

Each party warrants that it has authority to enter into the agreement. We warrant that the service will be supplied with reasonable care and skill and will materially conform to its published description. If we breach this warranty, the Customer must notify us with reasonable detail and allow us a reasonable opportunity to correct or reperform the affected service.

Except as expressly stated and to the fullest extent permitted by law, all other warranties, conditions and terms implied by statute or common law are excluded.

18. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for fraud or fraudulent misrepresentation, or death or personal injury caused by negligence.

Subject to the paragraph above, neither party will be liable for indirect or consequential loss, or for loss of profit, revenue, anticipated savings, business opportunity, goodwill or reputation.

We will not be liable for loss caused by reliance on unreviewed AI output, unauthorised use of an account resulting from the Customer’s failure to secure credentials, or loss of Customer Content that the Customer could reasonably have exported or retained.

Subject to the first paragraph of this section, each party’s total aggregate liability arising out of or in connection with the agreement in any 12-month period will not exceed the subscription charges paid or payable by the Customer for that period. The exclusions and cap apply whether liability arises in contract, tort including negligence, breach of statutory duty or otherwise.

19. Suspension and termination

We may suspend or terminate access immediately for a serious breach, unlawful use, material security risk, fraudulent activity or conduct likely to harm the platform or another customer. For another remediable material breach, we may terminate if the breach is not corrected within 14 days after written notice.

The Customer may terminate for our uncured material breach by giving written notice and allowing us 14 days to remedy it. If the Customer validly terminates for our uncured material breach, we will refund prepaid charges covering the period after termination. This is the sole contractual exception to the general rule against refunds, without affecting rights that cannot lawfully be excluded.

On termination or expiry, access may be blocked. The Customer should export material it needs before access ends. We may retain, archive or delete Customer Content in accordance with our Privacy Notice, retention policy, legal obligations and any applicable data-processing agreement.

20. Changes to the service and terms

We may modify the service to improve it, maintain security, comply with law or reflect supplier and technical changes. We will give reasonable notice where a change materially reduces the core paid functionality during a current billing period.

We may update these terms for future subscriptions or renewals. We will give at least 30 days’ notice of a material change affecting an existing Customer. The change will take effect at the next renewal unless earlier application is required by law or necessary to address an urgent security risk. If the Customer does not accept a change taking effect at renewal, it may cancel before that renewal.

21. General

Neither party is liable for delay or failure caused by circumstances beyond its reasonable control, except that this does not excuse the Customer’s obligation to pay charges already due.

The Customer may not assign or transfer the agreement without our prior written consent, not to be unreasonably withheld. We may assign it as part of a genuine corporate reorganisation, sale of business or transfer of the Crisis Cloud AI service, provided this does not materially reduce the Customer’s rights.

The agreement constitutes the entire agreement about the paid service and supersedes earlier discussions and representations about that subject. Nothing in this paragraph limits liability for fraud or fraudulent misrepresentation.

If any provision is invalid or unenforceable, it will be treated as modified to the minimum extent necessary and the remaining provisions will continue. A delay in enforcing a right is not a waiver. No person other than the parties has a right to enforce the agreement under the Contracts Rights of Third Parties Act 1999.

Email: info@crisis-solutions.com