POLICY PERSONALISATION SERVICE

TERMS & CONDITIONS

Last updated: 26/12/2025

Dehlavi Limited (trading as PolicyEase)
Registered in England & Wales
These Terms & Conditions apply to all Policy Personalisation Services provided by Dehlavi Limited.

1. Definitions

1.1 Agreement means these Terms & Conditions together with any order, proposal, invoice or written confirmation issued by us.
1.2 Client means the GP practice, Primary Care Network (PCN) or organisation purchasing the Services.
1.3 Policy Provider means any third-party organisation supplying policy templates to the Client, including (but not limited to) Practice Index and First Practice Management.
1.4 Templates means editable policy documents supplied by the Client’s Policy Provider.
1.5 Personalisation means inserting Client-specific details and applying formatting, branding and layout changes without altering substantive policy content, legal wording or regulatory requirements.
1.6 Customisation means any alteration to policy wording, structure, processes, procedures or legal content and is expressly excluded from the Services.
1.7 Services means the policy personalisation services described in clause 2.
1.8 Required Inputs means all materials, information and access required to deliver the Services, including logos, letterheads, officer details, font preferences and administrator access where upload services are included.
1.9 Work Commencement means the point at which we begin any preparatory, administrative or delivery activity, including downloading Templates, setting up folders, or producing sample documents.
1.10 Delivery Platform means any secure platform agreed in writing for delivery of completed documents (for example, OneDrive or Google Drive).
1.11 Subscription Upload Service means an optional add-on service where personalised documents are uploaded to the Client’s Practice Index Hub, Clarity TeamNet or similar system.
1.12 Project Window means the scheduled timeframe allocated to the Client’s project.
1.13 Fee means the price payable for the Services, agreed in writing before Work Commencement.
1.14 Expedited Service means an optional accelerated service advertised as a 48-hour turnaround, subject to availability and clause 4.6.

2. Scope of Services

2.1 Included Services

Subject to the Client maintaining an active subscription with their Policy Provider, the Services may include:

a) downloading the latest available Templates at the start of the Project Window;
b) inserting practice details, responsible officer information, logos and font choices where editable;
c) standardising formatting and layout across Templates;
d) removing Policy Provider branding where permitted by licence terms;
e) applying a consistent file-naming convention;
f) delivering personalised documents via a Delivery Platform;
g) temporary hosting of completed documents for 30 calendar days following project completion;
h) uploading documents to the Client’s policy management system where the Subscription Upload Service is purchased and access is provided.

2.2 Excluded Services

Unless agreed in writing, the Services do not include:

a) editing locked, password-protected or image-based files;
b) altering policy wording, legal content or regulatory requirements;
c) personalising handbook-style or “how-to” reference documents;
d) personalising locally created policies, appendices or bespoke documents;
e) structural or functional changes to Excel files;
f) workarounds to bypass template restrictions or technical limitations.

2.3 Practice-Led Documents

Documents requiring local operational detail, clinical processes, HR decisions or internal workflows must be completed and approved by the Client. Delays in Client approval do not affect the Project Window.

2.4 No Professional Advice

The Services are administrative and formatting services only. We do not provide legal, regulatory, clinical, HR or compliance advice. Responsibility for the accuracy, suitability and regulatory compliance of all policies rests solely with the Client and their Policy Provider.

3. Client Responsibilities

3.1 Provision of Required Inputs
The Client must provide all Required Inputs within 14 calendar days of the date the checklist is issued by us. Partial or incomplete submissions are treated as non-provision.

3.2 Accuracy of Information
The Client is responsible for ensuring all information supplied is accurate, current and complete. We rely entirely on the information provided and do not verify factual accuracy.

3.3 Policy Provider Subscription
The Client must maintain a valid and active subscription with their Policy Provider for all Templates supplied.

3.4 Access for Upload Services
Where upload services are purchased, the Client must provide temporary administrator access. Delays caused by missing or incorrect access do not extend the Project Window.

3.5 Sample Approval
Sample documents must be reviewed and approved within 5 working days. Delays may result in rescheduling.

3.6 Single Point of Contact
The Client must nominate one authorised contact. Instructions from that person are binding.

4. Delivery & Turnaround

4.1 Standard Turnaround
Once all Required Inputs are confirmed as complete, delivery typically takes around 7 working days. This is an estimate, not a guarantee.

4.2 Project Window
Each project is allocated a specific Project Window. Client delays do not automatically extend this window.

4.3 Delivery Platform
We are not responsible for downtime, access issues or failures of third-party platforms.

4.4 File Availability
Completed documents remain available for download for 30 calendar days following completion. Files are permanently deleted thereafter.

4.5 Third-Party Limitations
We are not responsible for formatting changes, versioning issues or compatibility problems arising from third-party systems.

4.6 Expedited (48-Hour) Service

Where an Expedited Service is purchased:
a) the 48-hour timeframe begins only once all Required Inputs are confirmed as complete;
b) availability is subject to capacity and not guaranteed;
c) delays caused by missing, late or incorrect information void the expedited timeframe without refund.

5. Fees & Payment

5.1 Upfront Payment
Full payment is required before Work Commencement. Payment constitutes acceptance of this Agreement.

5.2 Pricing
Fees are charged per document, per package or per subscription, as agreed in writing.

5.3 Additional Charges
Additional fees may apply where work falls outside scope, inputs are late, changes are requested post-approval or the project is rescheduled.

5.4 VAT
All prices are exclusive of VAT, which will be added where applicable.

5.5 Late Payment
Interest may be charged on overdue amounts at 4% above the Bank of England base rate.

6. Cancellations, Refunds & Rescheduling

6.1 Cancellation Before Work Commencement
If cancelled before Work Commencement, an 80% refund will be issued. A 20% administrative fee is retained.

6.2 No Refunds After Work Commencement
Once Work Commencement has occurred, no refunds are payable.

6.3 Client Delay or Non-Response
No refunds are due where delays arise from missing inputs, lack of access or non-response for 14 days or more.

6.4 Rescheduling
Up to two reschedules may be offered, subject to availability. Failure after two reschedules results in project closure with no refund.

7. Intellectual Property

7.1 Templates
All policy content remains the intellectual property of the Policy Provider.

7.2 Client Materials
Logos and practice details remain the Client’s property. The Client grants a limited licence for delivery of the Services.

7.3 Our Materials
Our formatting methods, file structures, checklists, workflows and frameworks remain our intellectual property.

7.4 Restrictions
Our intellectual property may not be reused, shared or distributed outside the Client’s organisation without written permission.

8. Confidentiality

8.1 Each party shall keep Confidential Information confidential and use it only for delivery of the Services.
8.2 Confidentiality obligations survive termination for three years.

9. Data Protection

9.1 Both parties shall comply with UK GDPR and the Data Protection Act 2018.
9.2 We act as a data processor; the Client acts as data controller.
9.3 We process only non-sensitive business contact data (for example, names and job titles).
9.4 We do not process patient data or special category data.
9.5 Project data is deleted 30 days after completion.

10. Liability

10.1 Our total liability is limited to the Fees paid in the 12 months preceding the claim.
10.2 We are not liable for indirect or consequential loss, regulatory outcomes, or third-party platform failures.
10.3 We do not guarantee compliance with CQC, NHS England or any regulator.

11. Dispute Resolution

11.1 The parties will attempt informal resolution within 14 days.
11.2 If unresolved, disputes may be referred to mediation.
11.3 The courts of England & Wales have exclusive jurisdiction.

12. Force Majeure

We are not liable for failure or delay caused by events beyond our reasonable control, including illness, system failures or platform downtime.

13. Termination

13.1 Either party may terminate for material breach with 7 days’ written notice.
13.2 Upon termination, unpaid Fees become immediately due.

14. General

14.1 This Agreement constitutes the entire agreement.
14.2 Amendments must be agreed in writing.
14.3 If any clause is unenforceable, the remainder remains in force.
14.4 This Agreement is governed by the laws of England & Wales.