Terms of Service

1. About these Terms

1.1 These Terms of Service (the "Terms") govern your access to and use of ScoreView (the "Service"), a research and analytics platform operated by ThinkTribal Limited (registered in England and Wales, company number 12116434, registered office as published at Companies House, VAT number 332 7521 19) ("ThinkTribal", "we", "us", "our").

1.2 By creating an account, clicking to accept these Terms, or otherwise accessing the Service, you confirm acceptance of these Terms and form a legally binding agreement with ThinkTribal. If you do not accept these Terms in full, you must not use the Service.

1.3 We recommend you save or print a copy of these Terms for your records. We also publish the current version at our Terms page and archive historical versions on request.

1.4 If you are accepting these Terms on behalf of an organisation, you warrant you have authority to bind the organisation, and references to "you" or "your" mean both you and the organisation.

2. Definitions

In these Terms the following expressions have the meanings set out below.

"AI Output" means any text, summary, briefing, classification, embedding, score, or other output generated by or with the assistance of artificial intelligence or large language models within the Service.

"Business Day" means any day other than a Saturday, Sunday, or public holiday in England.

"Consumer"means an individual acting wholly or mainly outside that individual's trade, business, craft, or profession, as defined in section 2(3) of the Consumer Rights Act 2015.

"Content" means all data, text, graphics, summaries, AI Output, and other materials made available through the Service.

"Determination Data" means structured metadata from Housing Ombudsman Service determinations, including landlord identifier, outcome, category, and remedy fields.

"Force Majeure Event" has the meaning set out in clause 23.

"Order" means a subscription order, plan selection, or paid feature purchase placed through the Service.

"Personal Data" has the meaning given in Article 4(1) of the UK GDPR.

"Privacy Notice" means the ScoreView privacy notice published on our website, as updated from time to time.

"Subscription" means a paid plan giving access to the Service for a Subscription Term.

"Subscription Term" means the period of access purchased under an Order.

"UK GDPR" means the United Kingdom General Data Protection Regulation as defined in section 3(10) (supplemented by section 205(4)) of the Data Protection Act 2018.

3. Eligibility and account creation

3.1 You must be at least 18 years old and have the legal capacity to enter into a binding contract to use the Service.

3.2 To access most features you must create an account. You agree to provide accurate, current, and complete information when registering and to keep your account information up to date.

3.3 You are responsible for safeguarding your login credentials and for all activity occurring under your account. You must notify us promptly at security@thinktribal.com if you suspect unauthorised access or compromise of your credentials.

3.4 You must not share your account, password, or session with any other person. We treat each account as a single named user account unless your Order expressly grants multi-seat or organisation-wide access.

4. The Service

4.1 ScoreView provides structured access to Housing Ombudsman Service Determination Data, AI Output derived from that data, regulatory benchmarking content drawn from Regulator of Social Housing publications, Companies House data, and related analytical tools.

4.2 We continually develop the Service. We reserve the right to add, modify, suspend, or withdraw features at our discretion. Where a change materially reduces functionality during a paid Subscription Term, we will give written notice and offer a pro-rata refund for the unused portion if you choose to cancel.

4.3 The Service is provided to support research and analysis. It is not intended as, and does not constitute, legal advice, regulatory guidance, financial advice, or professional advice of any kind. See clause 6 for further provisions on AI Output.

4.4 We aim for high availability but do not warrant the Service will be uninterrupted or error-free. Planned maintenance windows will be notified in advance where reasonably practicable.

5. Subscriptions, fees, and cancellation

5.1 Subscription plans, fees, billing cycles, and feature entitlements are set out at the point of purchase. Prices are exclusive of VAT unless stated. VAT will be charged at the prevailing rate where applicable.

5.2 Subscriptions renew automatically at the end of each Subscription Term unless cancelled in your account settings before the renewal date. We will email a renewal reminder at least 14 days before any annual renewal date.

5.3 You authorise us, or our payment processor, to charge your payment method for all fees due under your Order, including renewals, until you cancel.

5.4 Refunds outside the statutory cooling-off period under clause 5.6 are discretionary, save where a refund is required by mandatory law or where we have materially reduced the Service in accordance with clause 4.2.

5.5 We reserve the right to change fees on renewal. We will give at least 30 days' written notice before any price change takes effect, and you have the right to cancel before the new price applies.

5.7 Late payment of any undisputed sum entitles us to suspend access until payment is received and to charge interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, or 4 per cent over the Bank of England base rate where the 1998 Act does not apply.

6. AI-generated content

6.1 The Service uses artificial intelligence, including large language models, to produce two categories of AI Output.

• (a) Determination summaries. A summary of each Housing Ombudsman Service determination, produced from structured metadata fields including landlord name, outcome, categories, and remedy. The source determination text is not stored or reproduced.
• (b) Intelligence briefings. A synthesis across multiple determination records produced at query time in response to a search input.

6.2 You acknowledge and accept the following limitations of AI Output before using AI features.

• (a) Hallucination risk. Large language models are known to produce plausible-sounding content that is factually incorrect, incomplete, biased, or misleading. This is an inherent limitation of current AI technology. AI Output from the Service may contain such errors even when it appears authoritative.
• (b) Not a substitute for primary sources. AI Output is a research aid only. The authoritative record for any determination is the original published document on the Housing Ombudsman Service website, linked from every determination record on the Service.
• (c) Not advice. Nothing produced by the Service, whether AI Output or otherwise, constitutes legal advice, regulatory guidance, or professional advice. You should not act on AI Output without independent verification and, where appropriate, qualified professional advice.
• (d) Provenance. AI Output is generated by ThinkTribal using the Service. It is not a statement of the Housing Ombudsman Service, the Regulator of Social Housing, Companies House, or any other body whose data is referenced.

6.3 Transparency labelling. AI Output is marked within the Service interface as AI-generated. You must not remove, alter, or obscure such labels if you reproduce AI Output in any permitted context.

6.4 EU users. Where the Service is accessed from the European Union, Article 50 of Regulation (EU) 2024/1689 (the EU AI Act) imposes transparency duties on providers and deployers of AI systems generating synthetic text. We meet these duties by labelling AI Output as AI-generated and by publishing this clause. Other AI Act obligations apply only to the extent the Service falls within scope.

6.5 No training on your inputs. We do not use your search queries, account data, or any personal data submitted to the Service to train third-party foundation models without your express consent. Our Privacy Notice describes how inputs are processed and retained.

7. Data sources and third-party rights

7.1 The Service presents data from the following sources.

• (a) Housing Ombudsman Service determinations. Crown copyright. Structured metadata only is stored. Each record links to the original. Licensed under the Open Government Licence v3.0.
• (b) Regulator of Social Housing data, including stock, Tenant Satisfaction Measures, and regulatory ratings. Crown copyright. Public sector information licensed under the Open Government Licence v3.0.
• (c) Companies House data. Public sector information licensed under the Open Government Licence v3.0.
• (d) Other public datasets as identified within the Service.

7.2 The Service is an independent research tool. It is not affiliated with, endorsed by, or acting on behalf of the Housing Ombudsman Service, the Regulator of Social Housing, Companies House, or any other body referenced.

7.3 You agree to comply with the terms of the Open Government Licence v3.0 and any other applicable licence when handling Content derived from these sources.

8. Intellectual property

8.1 The Service, including its software, design, layout, branding, structure, training data sets, prompts, and AI Output, is owned by or licensed to ThinkTribal. All rights are reserved save for the rights granted in these Terms.

8.2 We grant you a non-exclusive, non-transferable, revocable licence during your Subscription Term to access and use the Service and to use AI Output internally for your own research, analysis, and reporting, subject to clause 9.

8.3 You retain all rights in any search queries, instructions, or content you submit to the Service. You grant us a worldwide, royalty-free licence to host, process, and use such inputs solely for the purpose of providing and improving the Service in accordance with our Privacy Notice.

9. Acceptable use

9.1 You agree not to do any of the following.

• (a) Reproduce, re-publish, or redistribute Content in bulk, or in any manner breaching the Crown copyright or Open Government Licence v3.0 conditions applicable to the underlying data sources.
• (b) Represent AI Output as an official statement of the Housing Ombudsman Service, the Regulator of Social Housing, Companies House, or any other body.
• (c) Use the Service for any unlawful purpose, including any use breaching applicable law, regulation, professional standards, the UK GDPR, or the Data Protection Act 2018.
• (d) Attempt to circumvent access controls, security features, rate limits, or watermarks. Scrape, crawl, harvest, or programmatically extract Content beyond documented and authorised application programming interface routes.
• (e) Reverse-engineer, decompile, or disassemble any part of the Service except to the extent permitted by section 50B or 296A of the Copyright, Designs and Patents Act 1988.
• (f) Use AI Output as training data for any third-party model without our prior written consent.
• (g) Use the Service to defame, harass, or unlawfully target any individual or organisation, including landlords identified in Determination Data.
• (h) Share account credentials, transfer your account, or permit access by anyone other than the named user, save under a multi-seat plan.

9.2 We reserve the right to investigate suspected breaches of clause 9.1 and to suspend or terminate access in accordance with clause 17.

10. Service availability and changes

10.1 We aim for 99.5 per cent monthly availability measured excluding planned maintenance, third-party outages outside our reasonable control, and Force Majeure Events.

10.2 We will give reasonable advance notice of planned maintenance windows and will schedule them outside UK business hours where practicable.

10.3 We track service status at a public status page. Service credits, where offered, are set out in the applicable Order and are the sole financial remedy for availability shortfalls.

11. Warranties and disclaimers

11.1 We warrant we will provide the Service with reasonable care and skill in accordance with section 49 of the Consumer Rights Act 2015 (where you are a Consumer) and on equivalent terms (where you are not a Consumer).

11.2 Except as expressly set out in these Terms, and subject to clause 12, all conditions, warranties, terms, and undertakings, whether express, implied, statutory, or otherwise, including any implied warranty of satisfactory quality, fitness for a particular purpose, or non-infringement, are excluded to the fullest extent permitted by law.

11.3 We do not warrant the accuracy, completeness, currency, or reliability of any Content, including AI Output. See clause 6 for specific AI Output disclaimers.

12. Limitation of liability

12.1 Nothing in these Terms limits or excludes liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) breach of section 49 of the Consumer Rights Act 2015 where you are a Consumer; (d) any other liability that cannot be limited or excluded by applicable law.

12.2 Subject to clause 12.1, to the fullest extent permitted by law we exclude all liability for:

• (a) loss or damage arising from inaccurate, incomplete, outdated, or AI-generated Content;
• (b) any decision made, action taken, or omission in reliance on Content accessed through the Service;
• (c) any interruption, suspension, or termination of the Service;
• (d) loss of profits, loss of business, loss of revenue, loss of goodwill, loss of anticipated savings, loss of opportunity, or any indirect or consequential loss;
• (e) loss or corruption of data, save where caused by our negligence.

12.3 Subject to clauses 12.1 and 12.2, our total aggregate liability to you arising out of or in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, is limited to:

• (a) where you are a Consumer, the greater of (i) the fees paid by you to ThinkTribal in the twelve months preceding the event giving rise to the claim, and (ii) one hundred pounds sterling (GBP 100); and
• (b) where you are not a Consumer, one hundred and twenty per cent of the fees paid by you to ThinkTribal in the twelve months preceding the event giving rise to the claim.

12.4 Each provision of this clause operates separately. If any part is held unenforceable, the remainder continues in force.

13. Indemnity

13.2 This clause 13 does not apply to Consumers.

14. Data protection and privacy

14.1 ThinkTribal processes Personal Data in accordance with the UK GDPR, the Data Protection Act 2018, and, where applicable, the Privacy and Electronic Communications (EC Directive) Regulations 2003. The Privacy Notice describes our lawful bases, retention periods, international transfer mechanisms, and your rights as a data subject.

14.2 You are responsible for the lawful basis of any Personal Data you submit to the Service in queries or uploads, and for ensuring you have the right to provide it.

14.3 Where ThinkTribal processes Personal Data on your behalf, a separate data processing addendum will apply and form part of the agreement between us. Contact dpo@thinktribal.com for a copy.

14.4 If you have concerns about how we process Personal Data, you have the right to lodge a complaint with the Information Commissioner's Office at ico.org.uk.

15. Confidentiality

15.1 Each party will treat as confidential all non-public information disclosed by the other and identified as confidential or which a reasonable person would treat as confidential, and will use it only for the purpose of performing these Terms.

15.2 Confidentiality obligations survive termination for three years, save for trade secrets, which remain protected indefinitely.

16. Security

16.1 We maintain technical and organisational measures appropriate to the risk in line with Article 32 of the UK GDPR, including encryption in transit, access controls, logging, and tested backup procedures.

16.2 You agree to notify us without undue delay if you become aware of any actual or suspected security incident affecting the Service or your account.

17. Suspension and termination

17.1 You may cancel your Subscription at any time through your account. Cancellation takes effect at the end of the current Subscription Term unless you exercise a statutory cooling-off right under clause 5.6.

17.2 We may suspend or terminate your access immediately if: (a) you breach clauses 5, 6, 9, or 14; (b) we are required to do so by law or regulator; (c) continuing to provide the Service exposes us or other users to material legal or security risk; or (d) you become insolvent or cease to carry on business.

17.3 On termination, your right to access the Service ends. Clauses surviving by their nature, including clauses 8, 12, 13, 14, 15, 22, 25, and 30, remain in force.

17.4 We will retain Personal Data after termination only as set out in the Privacy Notice.

18. Modern slavery, anti-bribery, and sanctions

18.1 Each party will comply with all applicable laws relating to anti-bribery and anti-corruption, including the Bribery Act 2010, and to modern slavery, including the Modern Slavery Act 2015.

18.2 You warrant you are not subject to any UK, US, EU, or UN sanctions, and you will not use the Service in breach of any sanctions regime.

19. Complaints, dispute resolution, and ADR

19.1 If you have a complaint, please contact us first at support@thinktribal.com. We aim to acknowledge complaints within five Business Days and resolve them within thirty Business Days.

19.2 Before issuing court proceedings, both parties agree to attempt to resolve any dispute in good faith through escalation to senior representatives.

19.3 Consumers in the European Union have a right to use the European Commission Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Use of an alternative dispute resolution provider is voluntary for ThinkTribal.

20. Changes to these Terms

20.1 We may update these Terms from time to time. Material changes will be notified by email and through the Service and will require fresh acceptance before continued use. Material changes include changes to fees, scope of licence, data sources, AI Output handling, liability, or governing law.

20.3 We will keep an archive of historical versions and make them available on request.

21. Notices

21.1 Notices to ThinkTribal must be sent to legal@thinktribal.com and copied by post to our registered office.

21.2 Notices to you will be sent to the email address registered on your account or displayed within the Service.

21.3 Email notices are deemed received on the next Business Day after sending, save where a delivery failure is received.

22. Third-party rights

22.1 No person other than the parties has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these Terms.

23. Force majeure

23.1 Neither party is liable for any failure or delay caused by events beyond reasonable control, including acts of God, war, terrorism, cyber-attack, civil unrest, pandemic, government action, failure of upstream cloud or telecoms providers, or failure of public utilities (a "Force Majeure Event").

23.2 The affected party will notify the other promptly and use reasonable efforts to mitigate. If a Force Majeure Event continues for more than 60 days, either party may terminate without liability.

24. Assignment

24.1 You may not assign, transfer, sub-licence, or charge any of your rights or obligations under these Terms without our prior written consent.

24.2 We may assign or novate our rights and obligations to an affiliate or to a successor in connection with a merger, acquisition, or sale of all or substantially all of the assets of the ScoreView business, on no less favourable terms.

25. Severability

25.1 If any provision of these Terms is held invalid or unenforceable, the remaining provisions will continue in full force. The invalid provision will be replaced by an enforceable provision reflecting the original intention as closely as possible.

26. Waiver

26.1 No failure or delay by either party to exercise any right or remedy operates as a waiver. A single or partial exercise does not preclude further exercise of that or any other right or remedy.

27. Entire agreement

27.1 These Terms, together with the Privacy Notice, any Order, and any data processing addendum, constitute the entire agreement between the parties and supersede all prior agreements relating to the Service.

27.2 You acknowledge you have not relied on any statement, representation, assurance, or warranty not expressly set out in these Terms.

28. Relationship of the parties

28.1 Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between the parties.

29. Language

29.1 These Terms are concluded in English. Translations, where provided, are for convenience only and the English version prevails in case of conflict.

30. Governing law and jurisdiction

30.1 These Terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes, are governed by the law of England and Wales.

30.2 The courts of England and Wales have exclusive jurisdiction, save that nothing in this clause prevents a Consumer from bringing proceedings in the courts of the part of the United Kingdom in which the Consumer is resident, where required by mandatory law.

31. Contact

For questions about these Terms:

ThinkTribal Limited
Legal: legal@thinktribal.com
General queries: info@thinktribal.com
Billing: billing@thinktribal.com
Security: security@thinktribal.com
Data protection: dpo@thinktribal.com