Muluno Limited Platform Terms for Organisations

This published document matches the current Muluno platform agreement. The Organisation's owner accepts the applicable version within Muluno.

1. Parties, authority and acceptance

These Terms form a business-to-business agreement between the organisation using the Muluno platform (the Organisation) and Muluno Limited, trading as Muluno (Muluno). Muluno Limited is the legal entity providing the platform and is the contracting party under this agreement; references to Muluno in these Terms mean Muluno Limited acting through the Muluno platform and brand. The individual accepting confirms that they are the Organisation's owner, have authority to bind it and intend their electronic signature and acceptance action to authenticate this agreement. The current Privacy and Data Processing Terms form part of the same agreement.

2. Muluno is a technology platform only

Muluno provides administrative software for matters such as websites, appointments, customer records, questionnaires, notifications, prepaid SMS credits, subscriptions, vouchers, staff and kiosk workflows, data-migration intake, technical-support tickets, audits, exports and payment integrations. Muluno does not provide the Organisation's underlying goods or services and is not its pharmacy, clinic, salon, prescriber, healthcare professional, practitioner, employer, agent, partner, merchant, insurer, financial adviser or payment provider. Use of platform wording, templates, alerts, calculations or workflows does not transfer the Organisation's professional, clinical, regulatory or commercial responsibilities to Muluno.

3. Organisation responsibilities

The Organisation is solely responsible for its business, staff, premises, services, products, licences, registrations, insurance, professional competence, safeguarding, accessibility, emergency and business-continuity arrangements, consumer-law compliance, taxes and record keeping. It is the merchant and service provider in every customer transaction. It must keep its public information, prices, availability, cancellation and refund rules, customer terms and privacy information accurate and lawful. As controller, it must establish and document all required lawful bases, special-category conditions, notices, consents, retention rules, direct-marketing permissions and data-subject procedures, pay any applicable data-protection fee, and comply with professional confidentiality and sector rules.

4. Customer and service relationships

Every appointment, consultation, treatment, sale, voucher, refund and other service relationship is exclusively between the Organisation and its customer. A customer using an Organisation website does not thereby contract with Muluno Limited. Muluno does not endorse, supervise, warrant or assume responsibility for an Organisation or its service. The Organisation remains responsible for checking identity, age, capacity, eligibility, suitability, contraindications, consent, instructions, outcomes, complaints, cancellations, chargebacks and refunds. Customer statutory rights against the Organisation are not affected by these Terms.

5. No professional or clinical reliance

Muluno does not diagnose, prescribe, recommend treatment, make safeguarding decisions, determine clinical or professional suitability, or replace qualified judgement. Information, questionnaires, prompts, templates, flags and automated outputs are administrative aids only. The Organisation must independently review relevant records, verify accuracy and make every professional or clinical decision through appropriately qualified people. Muluno does not guarantee any service, decision or outcome.

6. Accounts, instructions and information

The Organisation controls its authorised users and devices and is responsible for permissions, credentials, access reviews, lawful instructions, input accuracy and appropriate use. It must apply least privilege, promptly disable access that is no longer required, protect authentication credentials, secure its devices and networks, train its personnel and notify Muluno without undue delay of suspected compromise. Each Organisation is a separate tenant. An individual staff login may hold active memberships in more than one Organisation and must select and verify the correct business context; one membership gives no right to another Organisation's data, and each owner remains responsible for that person's access within its own Organisation. Platform permissions, prompts and audit records support but do not replace the Organisation's own governance, supervision or record checks. Muluno may treat authenticated activity as authorised by the Organisation unless Muluno has been told and has had a reasonable opportunity to act. Files supplied for migration and information entered in technical-support tickets must be lawful, necessary, accurate, free from malicious content and stripped of passwords, payment credentials and irrelevant sensitive data. The Organisation must review migrated or support-assisted results before operational or professional reliance; Muluno may reject unsafe, unsupported, unlawful or materially incomplete submissions. The Organisation must not use the platform unlawfully, to harm others, introduce malicious code, probe security, evade safeguards or process information it has no right to use.

7. Third-party services, communications and payments

The platform may depend on third parties such as Apple, Google, Firebase, Stripe, SendGrid, Twilio, hosting, mapping, monitoring and communications providers. Their services and separate terms may apply. Muluno does not control a third party's approval, decline, delivery, network, device, settlement, payout, dispute, refund or availability. The Organisation must verify important communications and payment or refund status before relying on them. Full card details are handled by the relevant payment provider and are not supplied to Muluno.

8. Availability, maintenance and changes

Muluno will use reasonable care in providing the platform but does not promise uninterrupted, delay-free, error-free or universally compatible operation. Software, networks and devices can fail. The Organisation must maintain proportionate contingency, backup, security, record-checking and manual operating procedures. Muluno may maintain, secure, update, suspend or change features where reasonably required for safety, law, third-party changes or operation of the service.

9. Intellectual property and licence

Muluno and its licensors retain rights in the platform, software, designs, documentation, branding and platform-generated materials, excluding Organisation content and customer data. While the Organisation's account remains authorised, Muluno grants it a limited, non-exclusive, non-transferable and revocable licence to use the platform for its internal business. The Organisation must not copy, resell, sublicense, reverse engineer or create competing products from protected platform materials except where applicable law does not permit that restriction.

10. Plans, subscriptions, renewal and taxes

Muluno may offer Free, Grow and Pro plans and may add, remove or rename plans in future. The features, limits, recurring price, billing period, taxes and any trial, introductory or promotional terms shown in the account and immediately before purchase form part of the applicable order and prevail over general marketing material. Grow and Pro are recurring subscriptions unless checkout expressly states otherwise. An Apple-billed subscription is charged to the purchaser's Apple Account and renews automatically for the displayed period until cancelled through Apple; Apple's billing, renewal, upgrade, downgrade, refund and cancellation processes and applicable terms also apply. Cancellation normally stops a future renewal rather than ending access already paid for, unless Apple revokes or refunds the transaction. Website or invoice billing, when offered, will follow the terms shown by the relevant payment provider. The server-held entitlement for the Organisation is authoritative across supported Muluno apps and websites and may reflect a verified paid period, billing grace period, trial or Muluno-authorised complimentary grant. When eligible Grow or Pro access ends because of expiry, cancellation, failed payment, refund, revocation, the end of a trial or grant, or another lawful suspension, affected paid features may become unavailable and the Organisation may return to Free. Restricted data is not necessarily deleted at that moment, but access and use remain subject to the current plan and the data-transition terms. Subscriptions and grants are attached to the identified Organisation, are not cash, and cannot be transferred between organisations or accounts. Prices and plan contents may change for future billing periods or purchases on the notice and consent required by the billing provider and applicable law. Unless stated otherwise, charges include or exclude taxes as shown at checkout, and the Organisation remains responsible for taxes arising from its own services.

11. SMS credits and messaging eligibility

SMS is an optional prepaid usage service and is not included in the monthly subscription price. SMS is unavailable on Free. To purchase SMS credits, the Organisation must have a current Grow or Pro entitlement, including an active paid subscription or a trial or complimentary entitlement expressly authorised by Muluno. To use those credits, it must also keep the Notifications module and SMS channel enabled. Important: if that eligible entitlement expires, is cancelled, refunded, revoked, suspended or otherwise becomes inactive, every remaining SMS credit becomes unusable and no SMS may be sent from that balance while the Organisation remains ineligible. The balance remains attached to the same Organisation unless refunded, revoked, applied to a deficit, deleted under the data-retention terms or otherwise required by law; it is not automatically converted to cash or refunded merely because a subscription or other entitlement ends. If eligible access is later restored for the same Organisation, the remaining balance can ordinarily be used again. Muluno may prevent new top-ups while the Organisation is ineligible. One credit represents one billable SMS segment, not necessarily one visible message. Standard GSM-7 text generally uses one segment up to 160 encoded characters and 153 characters per segment in a longer message; Unicode, emoji, smart punctuation and other non-GSM characters generally use 70 characters for one segment and 67 per segment in a longer message. A single message may therefore consume several credits, and any preview is an estimate until the final text is encoded. Credits are reserved when Muluno submits a message to its communications provider. A credit may be returned if the provider definitively rejects that attempt before acceptance, but provider acceptance, queuing or charging does not guarantee handset delivery and later non-delivery does not automatically produce a credit refund. Credit bundles are non-cash, non-interest-bearing, non-transferable and cannot be redeemed or moved to another Organisation. The owner must confirm the bundle and price shown by Apple or another authorised checkout. If a credit purchase is refunded, reversed or charged back, Muluno may revoke the corresponding credits; if some were already used, later purchased or granted credits may first settle the resulting deficit. Except where required by law or the payment provider's binding decision, unused credits and accepted message segments are not refundable. Bundle sizes and prices may change for future purchases without changing credits already validly held. The Organisation is responsible for accurate recipient details, lawful authority or consent, message content, sender identification, required opt-outs, suppression lists and ensuring that service messages do not conceal marketing. SMS is not an emergency, guaranteed-delivery or two-way response service, and important communications must be checked through an appropriate alternative.

12. Suspension, termination and data transition

Muluno may suspend access where reasonably necessary to address security risk, unlawful use, material breach, non-payment or harm to the platform or others. Either party may end the service in accordance with the applicable order or subscription terms. On termination, the Organisation must stop using the platform and arrange any permitted export within the stated transition period. Data return, deletion and legally required retention are governed by the Privacy and Data Processing Terms, technical backup cycles and applicable law.

13. Warranties and reliance

Muluno will provide the platform with reasonable care and skill. Except for express commitments in this agreement and rights that cannot lawfully be excluded, the platform is provided on an as-available basis. Muluno does not warrant that the platform will be uninterrupted or error free, that every communication will be delivered, that every third-party service will remain available, or that data entered by the Organisation or its customers is accurate or suitable for a professional decision. The Organisation must verify material records, communications, payment status and clinical or professional information before acting.

14. Liability allocation and cap

Nothing excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or a person's rights under data-protection law. Subject to that, Muluno is not liable for the Organisation's underlying services, professional or clinical decisions, inaccurate or unlawful Organisation content or instructions, customer conduct, unsupported equipment, loss caused by the Organisation's failure to follow reasonable security or continuity measures, or third-party acts outside Muluno's reasonable control. To the fullest extent permitted by law, Muluno is not liable for indirect or consequential loss or for loss of profit, revenue, goodwill, anticipated savings, business opportunity or corrupted data where an up-to-date recoverable copy should reasonably have been maintained by the Organisation. Muluno's aggregate contractual liability arising from the platform in any twelve-month period is limited to the charges paid or payable to Muluno for that period, except where applying that exclusion or cap would be unlawful or fail an applicable reasonableness or fairness requirement.

15. Organisation indemnity and third-party claims

To the fullest extent permitted by law, the Organisation will indemnify Muluno Limited against third-party claims, regulatory costs, losses and reasonable professional fees arising from the Organisation's goods or services, staff, professional or clinical decisions, unlawful content, infringement, breach of customer terms, controller obligations, marketing rules or documented instructions, except to the extent directly caused by Muluno's breach or unlawful act. Muluno must notify the Organisation reasonably promptly, permit it to participate in the defence where appropriate and not agree an admission or settlement imposing liability on the Organisation without consent, not to be unreasonably withheld. Nothing requires either party to compensate the other for the other's own fraud, negligence, unlawful processing or breach of a non-excludable duty.

16. Data-protection responsibility

The Privacy and Data Processing Terms allocate controller and processor duties and are incorporated into these Terms. The Organisation remains responsible for its purposes, lawful bases, transparency, collection, accuracy, professional retention, disclosures, direct marketing, decisions and responses to individuals. Muluno remains responsible for the processor and independent-controller duties imposed directly on it by applicable law. No contractual limitation, indemnity or description of roles removes an individual's rights, the UK data-protection regulator's powers or liability that cannot lawfully be restricted.

17. Changes and re-acceptance

Muluno may update these documents to reflect law, security, suppliers or platform changes. A material new version will require fresh owner acceptance before the Organisation can activate or continue using affected public website and appointment functions. The acceptance record identifies the exact version and document digest signed. Continued use alone will not replace a required signature where the platform asks for one.

18. General

If a provision is invalid or unenforceable, the remainder continues and the affected provision applies only to the lawful extent. Delay in enforcing a right is not a waiver. The Organisation may not transfer this agreement without Muluno's written consent; Muluno may transfer it as part of a genuine business reorganisation or transfer while preserving applicable rights. These Terms, the Privacy and Data Processing Terms and the applicable order form the entire agreement about the platform. They are governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction, except where mandatory law requires otherwise.