Terms and Conditions

1. Service and customers

1.1. IQ Home provides software as a service (SaaS) to businesses, non-profit organisations and public providers of community and home care. These terms are not intended for consumers. The “Customer” is the organisation named in the agreement or electronic order; the “Platform” is the service at iqhome.app.

1.2. The scope of the right to use the Platform follows from the selected plan, its features and the limits on the number of workers and active clients set out in Annex 2 – Price List. IQ Home itself does not provide care or healthcare, healthcare facilities or training. Software and AI outputs do not replace a worker’s professional judgement.

2. Orders, conclusion of the agreement and activation

2.1. The agreement is concluded on the Customer’s behalf by an authorised person. Before conclusion, the Customer must have available the selected plan, the price and VAT treatment, the billing period, the renewal method, the limits and the termination conditions. The agreement is concluded either by electronic order or in writing by signature of both parties.

2.2. When concluding online, the Customer expressly accepts these Terms, including Part 8 on data processing, and approves the order. A paid order requires a clear confirmation of the payment obligation. The agreement is formed when the Provider electronically accepts the order and sends a confirmation to the Customer. The Free plan creates no payment obligation, and a demo request is not a paid order.

2.3. When concluding in writing, the Customer and an authorised representative of IQ Home (including a sales representative holding a valid power of attorney) sign the main agreement. These Terms and the Price List are handed over as paper annexes; the Customer receives one copy. Effectiveness is governed by the main agreement and any obligation to publish it. Activation via an email invitation is technical access to the account, not a renewed conclusion of the agreement.

2.4. The Provider records the method of conclusion, the identity of the acting person and the version of the accepted documents; for electronic conclusion also a verifiable record of the confirmation. The recommended involvement of a sales representative and their assignment after online registration does not change the content or effectiveness of the agreement.

2.5. Individual price or scope arrangements are valid only if the Provider and the Customer expressly confirm them in writing or in another verifiable agreed manner; they take precedence over the general price list only to the agreed extent.

3. Free plan and trial period

3.1. The Free plan is free of charge, not a time-limited trial of a paid plan. Worker and client limits are set out in the Price List. The Customer must expressly confirm a move to a paid plan.

3.2. A sales representative may arrange one month of free trial of a selected paid plan. The written confirmation must state the start and end, the available features and the price of any continuation. The trial does not automatically become a paid subscription; without an express order, paid features end. Data is not deleted immediately when the trial ends; any move to Free is subject to its limits.

4. Price, invoicing and plan changes

4.1. The price from the relevant archived version of Annex 2 – Price List or from a confirmed individual offer applies. The price and VAT treatment must be clear before a payment obligation arises. Paid plans are invoiced monthly or annually according to the confirmed order; the price is for access to the Platform, not for the extent of use.

4.2. Payment is made by bank transfer to the account stated on the invoice. Payment is due 14 days from issue unless agreed otherwise. The Customer states the invoice identifier with the payment. Invoices are available in the application; their delivery can be arranged through a sales representative.

4.3. On an expressly confirmed upgrade to a higher plan, the new features become available from the confirmed date. For the unused part of the current billing period, the pro rata difference between the prices of the original and the new plan is charged; the calculation is based on the actual number of days in the period and the remaining days. The renewal date remains unchanged unless the parties agree otherwise. Before confirming, the Customer sees the amount of the additional charge and the date of the next invoice.

4.4. A downgrade to a lower plan takes effect, as standard, only at the beginning of the next billing period. Until then the original plan remains. The amount paid is not automatically refunded; this does not affect statutory or individually agreed claims. Exceeded limits must be resolved before a downgrade; existing records must not be deleted automatically without an express rule and the Customer’s instruction.

4.5. A change from annual to monthly subscription is, as standard, made after the paid year ends. A change from monthly to annual, or any other change of the billing interval, requires a separately displayed and confirmed financial settlement, the start of the new cycle and the date of the next payment. A change of billing cycle is not automatically the same as a plan upgrade.

4.6. Non-renewal of a recurring subscription and changes to the general price are governed by Part 6. The price for a period already ordered cannot be changed retroactively. Non-use of the service does not in itself give rise to a refund; claims for breach of the agreement or incorrect invoicing remain unaffected.

5. Use, support and defects

5.1. The Customer manages its users’ access, is responsible for the accuracy and lawfulness of the data entered and protects login credentials. It must not disclose other persons’ data without authorisation, disrupt operation or circumvent plan limits.

5.2. Support and complaints: info@iqhome.app. A first response is provided within 24 hours of receiving the request; this is not a guarantee that the defect will be fixed within that time. The Customer states the organisation’s identification, the time and a description of the problem, and does not send sensitive health data by ordinary email. The service may be temporarily unavailable during maintenance or a fault; a specific percentage availability applies only under an individual agreement.

6. Renewal, termination and data after termination

6.1. If the order expressly provided for a recurring subscription, it continues for the next agreed period unless the Customer requests non-renewal before that period begins. Without such an agreement, a new paid period is not ordered automatically. Requests for termination or non-renewal are received at info@iqhome.app; the Provider verifies the requester’s authority and confirms the date. On regular termination the service remains available until the end of the paid period, unless the Customer requested an earlier end.

6.2. The Provider gives at least 30 days’ notice of a change to the general price list; the new price applies only to a future billing period, with the option not to renew. This does not apply to the price difference from an upgrade expressly ordered by the Customer.

6.3. After the service ends, the Customer has 30 days to request a data export through support. This does not constitute a continuation of paid features. Operational data is then deleted within a further 30 days, unless law or a documented instruction authorising further processing requires otherwise. Accounting records and evidence for legal claims may be retained separately for the statutory period. Backups are removed according to a documented retention cycle with restricted access.

7. Client data and use of AI

7.1. For records of clients, family contacts and workers that the organisation enters into the Platform, the Customer is as a rule the controller and IQ Home the processor. Rights and obligations regarding this data are governed by the binding Part 8 of these Terms (DPA). IQ Home is an independent controller of data for managing its own customer relationship, accounts, invoicing and security, as described at iqhome.app/en/privacy.

7.2. AI document extraction runs only on the instruction of an authorised user. The output is a proposal for manual review, not an automated legal or medical decision. Manual data entry is an available alternative. A user’s consent to the feature does not replace the organisation’s legal basis under Article 6 and any exemption under Article 9 GDPR.

8. Data processing terms (DPA)

8.1. Subject matter and duration. This Part is a binding data processing agreement under Article 28(3) GDPR between the Customer as controller and the Provider as processor. It covers operation of the Platform, storage, organisation, making data available to authorised users, backup, technical support and, on the Customer’s instruction, activated document processing including AI extraction. It lasts for the duration of the service and until the statutory settlement of the data is completed.

8.2. Purpose, data subjects and data. The purpose is managing and organising home and community care. Data subjects: the organisation’s clients/patients, caregivers and other workers, family and emergency contacts, authorised users. Types of data: identification, contact and address data; data on visits, services, procedures, photographs, documents and communication; when the relevant modules are used, also data on health status, diagnoses and allergies. The scope is determined by the Customer through its authorised instructions and the features it uses.

8.3. Controller’s instructions. The Provider processes data only on documented instructions from the Customer (including the configuration and use of the Platform by authorised users), unless other processing is required by Union or Member State law. It informs the Customer of such a legal requirement before processing, unless the law prohibits this. It informs the Customer without undue delay of an instruction that in its opinion infringes data protection rules. The Customer is responsible for the legal basis, informing data subjects and internal permissions.

8.4. Confidentiality and security. The Provider ensures that authorised persons are bound by confidentiality and takes appropriate measures under Article 32 GDPR: role and access management, separation of organisations, authentication protection, encrypted connections, appropriate protection of stored data, access logging without sensitive content, backup, recovery and regular security review. Specific technical measures are updated according to risk, without reducing the required level of protection.

8.5. Sub-processors. The Customer grants general written authorisation to engage further processors necessary to provide the service. The Provider makes available a current list of suppliers, their activities and processing locations and announces intended changes in advance, as a rule at least 30 days, so that the Customer can raise a reasoned objection. It contractually imposes on each sub-processor at least the same obligations and is liable for its performance. The parties resolve an objection by restricting the feature, by an alternative or by terminating the affected service.

8.6. Location and transfers. It is a contractual requirement that customer and health data is stored in data centres in the European Union and processed in the EU to the extent of the service provided. Transfer, remote access or other processing of this data outside the EU is not permitted. Any future change to this binding rule requires an express written amendment and compliance with all GDPR requirements. The Provider must not declare a supplier’s regional restriction as fulfilled without verifiable technical and contractual confirmation.

8.7. Assistance. Taking into account the nature of the processing, the Provider assists the Customer in handling data subject requests, securing processing, notifying incidents, impact assessments and consultations with the supervisory authority under Articles 32 to 36 GDPR, to the extent of available information. It forwards data subject requests concerning customer data to the Customer without delay, unless it has the Customer’s instruction to handle them itself.

8.8. Incidents. After becoming aware of a personal data breach, the Provider informs the Customer without undue delay and continuously provides the available information needed to assess the risk and make any notifications. The initial notification need not contain all findings; these are supplemented gradually. The Customer’s obligation to assess notification of the authority or data subjects is not affected.

8.9. Audits and demonstration of compliance. The Provider provides the information necessary to demonstrate compliance with Article 28 GDPR and allows reasonable audits and inspections conducted by the Customer or an independent auditor mandated by it, after reasonable notice and while protecting other customers, trade secrets and security. Available reports and documentation are used first; further verification is allowed where legally necessary.

8.10. End of processing. At the Customer’s choice, after the service ends the Provider returns the data in a reasonable export format or deletes it within the periods in Part 6.3 and removes existing copies, unless Union or Member State law requires their retention. The retention of technical backups must be documented, and during it the data is not used for regular operation.

8.11. Precedence and changes. This Part constitutes the specific data processing arrangements. In case of conflict with other provisions of these Terms, this Part prevails in matters of obligations under Article 28 GDPR, unless mandatory law provides otherwise. Changes must not reduce the agreed level of protection without an appropriate legal basis and must be duly notified to the Customer.

9. Final provisions

9.1. The software and its components are owned by the Provider or the respective rights holders; the Customer obtains only a contractual right to use them. Customer data remains under the Customer’s control, subject to the rights of data subjects and the law.

9.2. The agreement is governed by the law of the Slovak Republic. The parties will try to resolve disputes through communication at info@iqhome.app, and then before the competent court. In order of precedence, individually signed arrangements prevail, followed by the main agreement, this Annex 1 and Annex 2 – Price List, unless mandatory law and the special Part 8 provide otherwise.

9.3. These revised Terms take effect on the publication date stated at the top of this document; they do not automatically replace the version effective from 24 October 2026. The current Privacy Policy remains separate information for data subjects.