Terms of Use

These terms are an agreement between you and Ennora Ltd, a company registered in England and Wales with company number 17472698, whose registered office is at 64 Nile Street, London N1 7SR. In these terms “Ennora”, “we”, “us” and “our” mean Ennora Ltd, and “you” means the person using Ennora. We also use “Ennora” for the service itself: the care portal, the Ennora apps and the family portal.

These terms apply to you if a care home, or the organisation that runs it, has given you access to Ennora (in these terms, “your home”). That will be because:

1. you work for or on behalf of your home, for example as an employee, agency worker or contractor, and your home has authorised you to use Ennora for your work (a staff user, called an “Authorised User” in the home’s agreement); or
2. your home has invited you to its family portal as a relative, friend or other contact of a resident (a family user).

Where a clause applies to only one kind of user, it says so.

You accept these terms when you confirm that you agree the first time you sign in. If you do not agree, do not use Ennora, and tell your home.

Your home’s agreement with us. We provide Ennora to your home under a separate written agreement between your home and Ennora Ltd (“the home’s agreement”). The home’s agreement governs the service: what your home may use Ennora for, which features are switched on, how personal data is handled and what your home and we are each responsible for. These terms summarise the rules that apply to the use of Ennora, but please note that you must also follow any instructions, policies or restrictions communicated by us and/or the home regarding your access to or use of Ennora.

Other documents. The Ennora Usage Policy forms part of these terms. It explains what Ennora is for, what it is not for, and the rules for using it safely. Our Privacy Policy explains what we do with personal data. The Usage Policy is at www.ennora.ai/legal/usage-policy and the Privacy Policy at www.ennora.ai/legal/privacy-policy.

Your home’s own rules. If you are a staff user, your contract with your home and your home’s policies (for example on confidentiality, data protection, record keeping, safeguarding and the use of devices) continue to apply. These terms add to them and do not reduce them. Where your home’s rules are stricter than these terms, follow your home’s rules. If you think an instruction from your home conflicts with these terms or the Usage Policy, raise it with your home or with us.

These terms are for people given access by care homes in the United Kingdom. A separate version will apply in the United States, where Ennora is provided by Ethero, Inc.

Ennora is software that helps care home staff write records. A member of staff records a conversation or dictates afterwards. Ennora turns the speech into text and drafts notes, summaries and the forms the home uses, showing the words each entry came from. A person at the home checks each draft and signs it before it becomes a record. Ennora can also help staff prepare handovers, reports and updates to families. Through the family portal, a home can share updates with a resident’s family, and the family can reply.

Which features you can use depends on what your home has agreed with us and on the role your home gives you.

Ennora is a tool for your home. Ennora Ltd is not a health or social care provider, does not provide care to anyone, and Ennora is not designed to replace professional judgement. The care of residents, and every decision about it, remains the responsibility of your home and its staff.

Where your home uses Ennora as part of a pilot, Ennora is being tested and evaluated. It uses new and developing technology, including artificial intelligence, and may not always work as expected. We may change, restrict or withdraw features as the home’s agreement allows.

There is no public sign-up. Your home creates your account or invites you by email, and decides your role and what you can see. You cannot create an account yourself.

Your account is for you alone. Do not share it, let anyone else use it, or use anyone else’s account.

You can sign in with a password or, where your home offers it, with your Google account. Where two-factor sign-in is available, we recommend you turn it on, and you must use it if your home requires it.

Keep your sign-in details private. In particular:

1. use a password you do not use for anything else, and do not tell it to anyone, including colleagues, your manager or anyone who says they are from Ennora. We will never ask you for it;
2. do not write your password down where others could find it, or let a shared device remember it;
3. sign out when you finish, especially on a shared device, and lock any device you use for Ennora when you step away from it; and
4. follow your home’s rules on which devices you may use for Ennora.

To protect residents’ information, the care portal signs you out automatically after 15 minutes without activity, with a warning a minute before. A recording in progress counts as activity.

Tell your home, and us at contact@ennora.ai, straight away if you think someone else knows your password or has used your account, or if a device that is signed in to Ennora is lost or stolen. We may suspend the account while this is looked into (clause 9).

What is done under your account is recorded against your name (clause 8.4). You are responsible for what is done under your account, unless it was done by someone else without your knowledge and you had kept your sign-in details private.

Staff users may use Ennora only for their work at their home, for the purposes and use cases their home has approved, and in line with the Usage Policy, their home’s instructions and the training their home gives. Family users may use the family portal only to keep in touch with the home about their relative.

You must not:

1. use Ennora for anything your home has not approved, as the only basis for any decision about a resident or anyone else, or to make automated decisions about anyone;
2. record anyone without following your home’s process for telling them and obtaining their agreement, or record anyone secretly;
3. put into Ennora any information that your home has told you not to;
4. copy, change, download, frame, republish or distribute any part of Ennora’s software, or reverse engineer, decompile or disassemble it, except where the law allows this and these terms cannot prevent it;
5. try to get round any security measure or access restriction, including by trying to see information about residents, people or homes you are not authorised to see;
6. let anyone else use Ennora through your account;
7. use Ennora, or anything you learn from it, to build, train or test a competing product or service, or to provide services to anyone other than your home;
8. upload a virus or anything else harmful, or do anything that could damage, overload or disrupt Ennora; or
9. send, store or share anything that is unlawful, harmful, threatening, defamatory, obscene, infringing, harassing, discriminatory or sexually explicit, that promotes unlawful violence, or that helps anyone break the law.

The Usage Policy sets out these rules in more detail, including the rules for recording and for the family portal.

Ennora uses artificial intelligence, including speech recognition and language models. What it produces can be inaccurate, incomplete, misleading or inappropriate. It can mishear words, attribute words to the wrong person or fill in a field wrongly, and it can sound confident when it is wrong.

Staff users. Treat everything Ennora produces as a draft and review each output before relying on it. Before a note, transcript, summary, form, report or family update is relied on, shared, used to make any decision or added to a resident’s record, it must be reviewed, verified, edited where needed and approved by a member of staff whom your home has trained and authorised to do so. When that is you, you must:

1. read it properly, and check it against what you know and against the words Ennora shows it came from;
2. correct anything that is wrong or missing before you approve it; and
3. not approve or sign anything you know or suspect is wrong, or that you cannot check.

When you sign a record, Ennora records your name and the time. Signing confirms that you have checked the record and that it is accurate. It is not a formality.

Ennora does not replace your professional judgement and does not reduce your professional duties or your duties to residents. If what Ennora shows you conflicts with what you know, rely on what you know and follow your home’s procedures.

Family users. Updates you receive through the family portal are written and sent by staff at the home, who may use Ennora to help draft them. If something in an update looks wrong, or you are worried about your relative, contact the home. The family portal is not monitored continuously and must not be used for emergencies, urgent safeguarding or urgent medical matters.

Why this matters. Through Ennora you will see, hear or receive personal and sensitive information about residents, their families and staff, much of it about health and care, as well as information about your home and about Ennora. This clause is your promise to us to keep that information confidential. For staff users, it means a separate confidentiality agreement with us is not needed.

What is confidential. In these terms, “Confidential Information” means any information you see, hear or receive through Ennora or because you have access to it, in any form (spoken, written, recorded, photographed or on screen), and in particular:

1. information about residents, including their health, care, circumstances, records, transcripts, recordings and pictures;
2. information about residents’ families and other contacts, including the messages, pictures, videos and voice notes they send;
3. information about your home’s staff, including what they say in recordings;
4. information about your home’s business and how it operates; and
5. information about Ennora that is not public, including how Ennora works, its designs, features that have not been released, its security arrangements, the results of any pilot, and our business.

Staff users: what you must do. You must:

1. keep Confidential Information confidential, and not disclose it to anyone except people who need it for a resident’s care or for your home’s work and who are entitled to it under your home’s policies (for example colleagues, or a resident’s GP or other professionals involved in their care);
2. use Confidential Information only for your work at your home, and never for your own purposes or anyone else’s;
3. look only at the information you need for your work;
4. not copy, download, print, photograph, screenshot, record, forward or export Confidential Information except as your work requires and your home’s policies allow;
5. not put Confidential Information into personal email, personal messaging apps, social media, personal cloud storage, or any other software or AI tool your home has not approved;
6. keep secure any copy you are allowed to make, and return or destroy it when your home tells you to or when you no longer need it for your work; and
7. tell your home, and us at contact@ennora.ai, as soon as you think Confidential Information has been lost, shared with someone who should not have it, or seen by someone not entitled to see it.

Family users: what you must do.

1. Information about your own relative concerns them and their family. You may share it with other family members, appointed attorneys or deputies, carers, or with healthcare professionals involved in their care where reasonably necessary and respecting your relative’s privacy and wishes.
2. Keep confidential anything you see in the family portal about anyone else, including other residents, their families and staff (for example in the home’s posts or in pictures). Do not share it, post it online, or use it for anything other than keeping in touch with the home.
3. Do not share pictures or videos from the family portal that show anyone other than your relative without the home’s agreement.
4. If you receive something through the family portal that was not meant for you, stop reading, tell the home, and do not keep or share it.
5. Keep confidential any information about Ennora that is not public.

How long this lasts. These duties start when you first have access to Ennora and continue after your access ends, without time limit.

What this clause does not stop. Nothing in these terms stops you from:

1. making a protected disclosure (whistleblowing) under Part IVA of the Employment Rights Act 1996, or the equivalent law in Northern Ireland, for example to your employer or to a prescribed body such as the care regulator (in England, the Care Quality Commission);
2. raising a safeguarding concern about a resident or anyone else with your home, the local authority, the police or the care regulator, or raising a concern about care, or about Ennora, with a regulator, including the Information Commissioner’s Office;
3. reporting a suspected crime to the police, or co-operating with an investigation by the police, a regulator, a coroner or a court;
4. disclosing information when the law, a court, or a regulator or public body with the power to require it, requires you to. Where the law allows, tell your home first and, if the information is about Ennora, tell us;
5. taking confidential advice from a lawyer, or from a trade union or professional body about your own position;
6. using or disclosing information with the agreement of whoever is entitled to give it (your home for information it holds, and us for information about Ennora), or as your home’s policies and the law allow; or
7. making any other disclosure that the law does not allow an agreement to prevent.

When you disclose information under this clause, disclose only what is needed.

Information that is already public. Information about your home or about Ennora stops being confidential if it becomes public other than through a breach of these terms or of anyone else’s duty of confidence. This does not apply to personal information about residents, families or staff: keep that confidential even if some of it has been made public elsewhere.

Your other duties. If you are a staff user, your contract with your home, your home’s policies, data protection law and your professional duties may also require you to keep information confidential. This clause adds to those duties and does not replace or reduce them. A breach of confidentiality may also be a disciplinary matter for your home and, in some cases, a criminal offence.

Our duties. We keep the information in Ennora confidential and secure as the home’s agreement and data protection law require, and our own people are bound by confidentiality.

Ennora’s technology. Ennora, including its software, models, prompts, templates, designs and documentation, all improvements to them, and the Ennora name and logo, belong to us and our licensors. While your home gives you access, we give you a personal, non-transferable and revocable permission to use Ennora for the purposes in these terms. You have no other rights in Ennora, and you may not use the Ennora name or logo without our written permission.

Records and outputs. The notes, transcripts, summaries, forms and other content Ennora produces for your home, and the records your home makes from them, are for your home to use under the home’s agreement. If you are a staff user, what you write, say or record in Ennora for your work forms part of your home’s records and is dealt with under the home’s agreement. These terms give you no personal rights in it.

What family users send. If you are a family user, you keep any rights you have in the messages, pictures, videos and voice notes you send through the family portal. You give your home and us permission to store them, to show them to the people at the home who need them and to the other contacts they are sent to, and to keep them as part of your home’s records, as the home’s agreement allows. You confirm that you are entitled to send them, and that anyone shown or heard in them who would expect to be asked has agreed.

Feedback. If you give us suggestions or feedback about Ennora, we may use them for any purpose, including to improve Ennora, without paying you or owing you anything. Please do not include personal information about residents in feedback.

Your home is the controller of the personal data in Ennora, including information about you, residents, their families and staff. This means your home decides how that information is used. Ennora Ltd processes it on your home’s behalf, only on its instructions, as its processor.

Your home’s privacy notice explains how your home uses information about you. Our Privacy Policy, at www.ennora.ai/legal/privacy-policy, explains what we do with it, including what we receive if you sign in with Google.

If you want to see, correct or delete information about you, or object to how it is used, contact your home. We will help your home respond. You can ask us about how we handle information at contact@ennora.ai.

Ennora keeps an audit record of what is done in it. For staff users this includes who wrote and signed each record, changes made, and which records each person opened. For family users it includes which updates you have read. Your home can see this record and may use it, for example to check that records were reviewed or to look into a concern.

Your home controls your access. It may change or remove your access at any time, for example when you leave or change role or, for a family user, when your relative leaves the home. Your access ends when your home removes it.

Your access also ends if the home’s agreement with us, or the pilot under which your home uses Ennora, ends.

We may immediately suspend your access, or access to part of Ennora, where we reasonably consider this necessary to:

1. protect the security, integrity or availability of Ennora;
2. prevent actual or suspected unlawful, unauthorised or unsafe use;
3. investigate a security, privacy, safety or technical issue;
4. avoid a breach of the law or of a regulator’s requirement;
5. carry out emergency maintenance; or
6. respond to a material breach of these terms or of the home’s agreement.

We will use reasonable endeavours to tell you or your home, and to restore access when the circumstances have been resolved. We may tell your home why we suspended your access.

We may end your access, after telling your home, if you seriously or repeatedly break these terms or the Usage Policy.

You may stop using Ennora at any time. If you are a staff user, speak to your home first, as it may need you to use Ennora for your work. If you are a family user, ask your home to remove your access.

When your access ends, you must stop using Ennora. Clauses 6 (Confidentiality), 7 (Intellectual property), 10 (Liability) and 13 (General), and any other part of these terms intended to continue, continue to apply. The information in Ennora remains your home’s, and is kept or deleted as your home decides under the home’s agreement.

Nothing in these terms excludes or limits anyone’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot by law be excluded or limited.

Staff users. You use Ennora for your home, and our responsibilities for the service are owed to your home under the home’s agreement. Subject to clause 10.1:

1. If you use Ennora on behalf of a home, Ennora is provided to your home under the home’s agreement with us. We do not assume any duty of care or contractual responsibility to you personally in relation to the provision of Ennora, except where liability cannot legally be excluded; and
2. we will not bring a claim against you personally for loss arising from anything you do in good faith in the course of your work for your home, including honest mistakes. This does not apply to loss caused by your fraud or dishonesty, by deliberate misuse of Ennora, or by your deliberate or reckless breach of clause 4 or clause 6.

Family users. If you are a family user:

1. nothing in these terms affects your legal rights as a consumer;
2. if we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result of that, but not for loss or damage that is not foreseeable. Loss or damage is foreseeable if it was obvious that it would happen, or if both you and we knew it might happen when you accepted these terms;
3. we provide the family portal for your private use, and we are not responsible to you for any loss of business, profit or opportunity; and
4. your relative’s care, and what the home writes and decides, are the home’s responsibility. Raise any concern about them with the home.

We may update these terms and the Usage Policy from time to time, for example to reflect changes to Ennora, to the law or to the home’s agreement.

If a change materially affects you, we will tell you at least 30 days before it takes effect where we reasonably can, through Ennora or by email, and ask you to accept the new version at your next sign-in after that. If you do not accept it, you will not be able to keep using Ennora, and you should tell your home. If the law, or a safety or security risk, requires a change sooner, we will tell you as soon as we reasonably can.

Other changes, for example to correct mistakes or make the wording clearer, take effect when we publish them.

Each version shows its number and date. You can ask us for a copy of an earlier version.

You can write to us at contact@ennora.ai, or by post to Ennora Ltd, 64 Nile Street, London N1 7SR.

For anything about a resident’s care or records, or about your access, contact your home first.

To report a problem with Ennora, a concern about safety or privacy, or a suspected security incident, follow section 11 of the Usage Policy.

We may transfer our rights and duties under these terms to another company in our group, or to anyone who takes over our business, and will tell you or your home if we do. This will not reduce your rights. You may not transfer your rights or duties under these terms.

No one other than you and us has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.

If a court decides that any part of these terms cannot be enforced, the rest continues to apply. If we do not enforce a term straight away, we can still enforce it later.

These terms, with the Usage Policy, are the whole agreement between you and us about your use of Ennora.

These terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a family user who lives in Scotland or Northern Ireland, you may also bring proceedings in the courts where you live.