Terms of service

These terms cover the Flowpane website and the Flowpane service. References to we, us or our mean Flowpane. If you act for an organisation, you must have authority to agree on its behalf. Any separately accepted order, subscription agreement or beta agreement identifies the customer and the applicable service arrangements.

Service terms apply when accepted as part of your agreement with Flowpane. Publishing or updating this page does not by itself enrol you in a paid subscription or replace an existing agreement. A separately agreed order or contract takes priority over these terms where it expressly addresses the same subject.

The End User Licence Agreement governs permitted use of the software and access rights. The Acceptable Use Policy governs use of the service. The Privacy notice, Data Processing Agreement and AI and ML declaration address the relevant data and automated-processing arrangements.

Flowpane is the service and trading name used in these documents. The contracting parties and their notice contacts are those identified in the accepted order, beta agreement or other service agreement.

Keep your account details accurate and your credentials secure. Each person must use their own authorised identity. You are responsible for invitations, permissions and activity you authorise within your organisation, including access to client workspaces. Tell us promptly if you suspect account misuse.

Only add, verify, monitor or connect websites and systems that you own or are authorised to manage. Site verification is technical evidence of control; it does not replace permission from a client or rights holder.

Only features available to your account form part of the service you can use. Documentation, previews and planned functionality do not guarantee availability. A beta may have incomplete features, restricted access and changes as it develops. Any beta charges or complimentary access must be agreed explicitly; beta participation does not itself require a paid subscription.

Flowpane provides observations, assessments and assistance. Scores, reports, recommendations and generated content are not legal advice, security certification or a guarantee of regulatory compliance, search ranking, advertising eligibility or the behaviour of third parties. Review the evidence and proposed changes before relying on or applying them.

We will use reasonable care and skill in providing the service. Availability can be affected by maintenance, third-party dependencies and failures outside our control. A service-level commitment applies only where expressly agreed in your contract.

Where a plan or agreement describes an allowance as unlimited, Flowpane sets no fixed numeric cap on that allowance. Unlimited does not mean unlimited capacity, speed, frequency or concurrency. Unlimited allowances are provided for your organisation's own website governance work, and authorised client work under the EULA, at volumes consistent with ordinary use of that plan. Fair use is not intended to restrict that ordinary use.

Rate limits, queueing, scheduling and other technical controls may apply to every plan, including unlimited allowances. They protect the stability, security and performance of the service for all customers, and the websites Flowpane checks and crawls. They may slow, defer or limit activity such as checks, crawls, imports, exports and AI-assisted requests, and may change as the service develops. Fair use does not reduce a numeric allowance stated in your plan; technical controls and the protective action described below apply to every plan.

Use falls outside fair use where it materially exceeds what is reasonably expected for the plan, or degrades or threatens to degrade the service for others. Examples include:

• Automated, scripted or repeated checks, crawls or requests beyond the needs of genuine website governance work.
• Using Flowpane as general-purpose crawling, scraping, load-testing or uptime-monitoring infrastructure.
• Pooling access between unrelated organisations, or spreading use across several accounts to avoid a limit.
• Activity that places a disproportionate load on shared infrastructure, or on a website being checked, compared with ordinary use of the same plan.

If usage appears to fall outside fair use, we will normally contact your organisation's administrator first, explain the concern and work with you on a remedy. Depending on the cause, that may include adjusting check schedules or crawl settings, a temporary rate limit, moving to a plan or agreement suited to the volume, or, for very large portfolios and high-traffic sites, providing the service from a dedicated or isolated environment where available, under separately agreed terms and charges.

Where usage threatens the stability, security or availability of the service, other customers or a website being checked, we may slow, pause or restrict the affected activity and, where the risk is serious or continuing, suspend the account. Urgent action may be taken without prior notice. Where practical, we will explain the action and give you an opportunity to resolve it. Continued use outside fair use after notice is a material breach of these terms.

A separately accepted order or Enterprise agreement may set specific volumes, capacity or service commitments. Where it does, those commitments take priority over this section on the same subject.

You retain your rights in material you submit. You grant Flowpane only the rights needed to process it to provide, secure and support the service in accordance with your agreement and the applicable data arrangements. You must have the rights and permissions needed for that processing.

Flowpane and its licensors retain their rights in the software, branding and documentation. Your access rights are limited by the EULA. You may use and share reports and other outputs you are entitled to receive as part of your own work, including authorised client services; outputs may include third-party material and do not confer rights in the Flowpane service itself.

Prices, billing periods, renewal, cancellation and refunds must be stated in the subscription or order agreement that you accept. We will not infer a payment obligation from browsing the website, contacting us or submitting a beta application. Any expressly agreed liability provision takes priority over the default limits below.

We may restrict access where reasonably necessary to address a security threat, unlawful activity, a material breach or usage that threatens the stability of the service, as described under unlimited allowances and fair use. Where practical, we will explain the restriction and provide an opportunity to resolve it. Urgent protective action may be taken first. Data export, retention and deletion remain subject to the applicable agreement and legal obligations.

Material changes to contractual terms will be brought to affected customers' attention before they take effect, with any acceptance or notice required by the existing agreement and law. The revision date on this page is not evidence that an existing customer accepted a change.

Either party may end the service agreement for a material breach that remains unresolved 14 days after written notice explaining it and requesting a remedy, or immediately if the breach cannot be remedied. Urgent security restrictions may be imposed sooner. Ordinary cancellation, beta expiry and any notice period follow the accepted service agreement. Ending access does not remove accrued payment obligations, confidentiality, the permitted use of previously obtained outputs or applicable data-protection obligations.

Each party will protect the other's confidential information with reasonable care, use it only to perform the agreement or exercise rights under it, and disclose it only to people or service providers who need it for that purpose and are subject to appropriate confidentiality obligations. Confidential information includes non-public customer material, credentials, commercial arrangements and information reasonably understood to be confidential.

This does not restrict information that is lawfully public, already known without a confidentiality duty, independently developed or lawfully received from another source. Disclosure required by law is permitted; the disclosing party will give notice and limit the disclosure where legally permitted. Personal-data handling remains subject to the DPA. These duties continue after the agreement ends while the information remains confidential.

Flowpane's assessments and outputs depend on the available evidence, customer instructions and third-party systems. They may contain errors, omissions or outdated information. You remain responsible for assessing suitability, checking the evidence and approving changes. Flowpane does not guarantee a particular commercial, regulatory or technical outcome. These limitations do not remove our obligation to provide the service with reasonable care and skill.

For business use, and subject to the exceptions below and any separately agreed liability provision, Flowpane is not liable for indirect or consequential loss, or loss of profit, revenue, anticipated savings, business opportunity or goodwill. Flowpane's total liability arising from the service agreement, including the EULA and DPA, in contract, tort or otherwise, is limited in aggregate to the greater of GBP 1,000 and the fees paid or payable for the affected service during the 12 months immediately before the event giving rise to the claim. The GBP 1,000 amount applies where access is complimentary.

No exclusion or limit applies to fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or another liability that cannot lawfully be excluded or limited. Nothing restricts a person's statutory data-protection rights, a regulator's powers or mandatory consumer rights. If a restriction is not lawful in your circumstances, it applies only to the extent permitted by law.

Nothing in these terms excludes rights or remedies that cannot lawfully be excluded, or liability for fraud, fraudulent misrepresentation or death or personal injury caused by negligence. The applicable law and dispute arrangements are those agreed in your contract, subject to any mandatory protections that apply to you.

For account and product support, use the help options inside the Flowpane app, or the contact form if you cannot sign in. For contractual questions, general enquiries or privacy and data requests, use the contact form. Vulnerabilities should be reported through the Security disclosure policy.

Contractual notices must be sent in writing to the contacts recorded in the accepted service agreement. Flowpane's general contact is the contact form. A support ticket is not a substitute for contractual notice unless agreed. Keep your notice contact current. Service support hours and any response or availability commitments exist only where expressly agreed; these documents do not promise continuous monitoring or round-the-clock support.

Unless a separately accepted agreement provides otherwise, the agreement is governed by the law of England and Wales and disputes are subject to the courts of England and Wales, subject to any mandatory rights to another law or forum. The parties should first seek a practical resolution through their notice contacts, without preventing urgent relief or access to a regulator.

The accepted service agreement and incorporated documents constitute the agreement on their subject matter; no marketing statement creates an additional guarantee. Any mandatory international-transfer clauses take priority, followed by the DPA on personal-data processing, followed by an expressly agreed order variation and these Terms and the EULA. A waiver must be express; delay in enforcing a right does not waive it. If a provision is unenforceable, the remaining provisions continue. Account assignment or transfer requires Flowpane's written consent. Contractual changes require the agreement or notice and acceptance process specified above.