Customer Terms
These terms are designed to make Jakoma's services clear, fair and practical. They apply to this website and to Jakoma services unless a proposal, quote, statement of work, support plan or written contract says something more specific.
1. Who we are
Jakoma provides AI governance, data assurance, workflow improvement, practical Home Tech / Independent Living Tech support, toolkits and related advisory services. Contact: support@jakoma.org.
2. Website use
You may use this website for lawful purposes only. You must not misuse the site, interfere with its security, scrape it at scale, attempt unauthorised access, or submit unlawful, harmful or misleading material.
3. Service standard
Jakoma will provide services with reasonable care and skill. Deliverables, timescales, fees and assumptions will be set out in the relevant proposal, quote, booking confirmation, support plan or product page.
4. AI governance, data and advisory services
- AI governance, data assurance and workflow services are practical advisory and implementation support. They are not legal advice, regulatory advice, financial advice or a guarantee of compliance.
- You remain responsible for your organisation's decisions, policies, risk appetite, data protection obligations, staff adoption, approvals and implementation.
- Where legal, regulatory, employment, clinical, safeguarding or financial advice is needed, you should seek appropriately qualified professional advice.
- Any AI-related outputs, templates, registers, policies or recommendations must be reviewed and approved by your organisation before use.
5. Home Tech / Independent Living Tech services
- Home Tech and Independent Living Tech services are practical technology setup and guidance only.
- They are not medical care, clinical monitoring, diagnosis, safeguarding assessment, regulated care, emergency response, 24/7 monitoring or a substitute for professional care.
- Technology cannot guarantee that falls, wandering, harm, missed medication, emergencies, crime, property damage or other incidents will be prevented.
- Families, clients and responsible contacts remain responsible for deciding who receives alerts, what they should do, and what care, safety or emergency arrangements are needed.
- Cameras, microphones, sensors and alerts must be used lawfully, transparently and respectfully. You are responsible for telling relevant household members, visitors, staff, tenants or others where required.
6. Third-party devices, platforms and internet services
Many services rely on third-party devices, apps, cloud platforms, broadband, Wi-Fi, mobile devices and manufacturer services. Those remain subject to their own terms, privacy notices, warranties, outages, updates, account rules and availability. Jakoma is not responsible for third-party service changes or failures outside our control.
7. Bookings, proposals, payment and devices
- Prices and scope are as stated on the relevant page, Stripe checkout, quote, invoice or proposal.
- Where services include hardware or third-party purchases, you may need to pay for devices separately or reimburse committed device costs once approved.
- Unless otherwise stated, invoices are due within 14 days. Jakoma may pause work or support if payment is overdue.
- Quotes are valid for the period stated on the quote, or 14 days if no period is stated.
8. Consumer cancellation, cooling-off and early service start
If you are a consumer buying online, by phone or away from business premises, you may have cancellation rights. Where you ask Jakoma to start work, planning, booking, digital delivery or device ordering during any applicable cooling-off period, you agree that Jakoma may begin before the period ends and may charge a fair amount for work already carried out or costs already committed if you later cancel.
Digital toolkits and downloadable content may be delivered immediately. If you expressly agree to immediate digital delivery, you may lose any cooling-off right for that digital content once delivery starts. Nothing in these terms removes statutory rights that cannot legally be excluded.
9. Rescheduling and access
Please give as much notice as possible if an on-site appointment needs to be changed. Jakoma may charge a reasonable fee for wasted journeys, late cancellations, unsafe access, or time reserved and lost where it is fair to do so.
10. Support plans
Support plans cover the support described in the relevant plan. Unless expressly agreed in writing, they do not include emergency attendance, 24/7 monitoring, replacement hardware, unlimited reconfiguration, broadband repair, clinical support or professional care.
11. Client responsibilities
- Provide accurate information about your organisation, home, property, broadband, users, risks and requirements.
- Ensure safe access for any on-site visit.
- Keep account credentials, device access and Wi-Fi details secure.
- Review, test and maintain any setup after handover.
- Do not rely on any technology setup as the only safeguard against harm or emergency.
12. Intellectual property and use of materials
Jakoma retains rights in its methods, templates, content, checklists, toolkits and know-how. Unless otherwise agreed, you may use deliverables internally for your own organisation or household but may not resell, publish, redistribute or present them as your own product.
13. Confidentiality
Jakoma will treat non-public information shared for a project as confidential, except where disclosure is needed to deliver the service, comply with law, obtain professional advice, manage payment, or protect legitimate interests.
14. Data protection and privacy
Jakoma handles personal data as explained in the Privacy Notice. Do not provide more personal, health, care or household detail than is reasonably needed for the service requested.
15. Liability
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded or limited.
Subject to that, Jakoma is responsible for foreseeable loss caused by failure to use reasonable care and skill. Jakoma is not responsible for losses caused by inaccurate information supplied by you, third-party outages, device/platform changes, broadband failure, power failure, misuse after handover, or circumstances outside our reasonable control.
16. Complaints
Please raise concerns promptly by emailing support@jakoma.org. Jakoma will try to resolve issues fairly and practically.
17. Changes
Jakoma may update these terms from time to time. The latest version will be published on this page and will apply to future website use, enquiries and bookings unless a specific contract says otherwise.