Terms of use

Version 1.0, last updated 3 October 2026

1. About these terms

1.1 These terms of use ("Terms") govern your use of Resilience Intelligence, the online resilience assessment platform at resilienceintelligence.co.uk (the "Platform"), and any purchase you make on it.

1.2 The Platform is provided by Phoenix Resilience Limited, a company registered in England and Wales with company number 13566434, whose registered office is at 167-169 Great Portland Street, 5th Floor, London W1W 5PF. Our VAT number is GB400119463. In these Terms, "we", "us" and "our" mean Phoenix Resilience Limited.

1.3 You can contact us by email at admin@phoenixresilience.co.uk or by telephone on +44 20 8191 3951.

1.4 By creating an account, completing a guest check or making a purchase, you agree to these Terms. If you use the Platform on behalf of an organisation, "you" includes that organisation, and you confirm that you have authority to accept these Terms on its behalf.

1.5 Our Privacy Notice explains how we use personal data and forms part of these Terms.

2. Definitions

2.1 In these Terms:

(a) "Account" means a registered user account on the Platform.

(b) "Assessment" means a completed or partly completed set of answers for one or more framework modules.

(c) "Credits" means the units used to pay for chargeable actions on the Platform, made up of Paid Credits and Promotional Credits.

(d) "Guest Check" means a check completed without an Account.

(e) "Inputs" means the answers, notes, evidence and other information that you or your users provide to the Platform.

(f) "Outputs" means the scores, maturity levels, dashboards, priority weaknesses, roadmaps, reports and other material the Platform generates from your Inputs.

(g) "Paid Credits" means Credits you have paid for.

(h) "Promotional Credits" means Credits given free of charge, for example through a promotional code.

(i) "Results Review" means a review call included with certain full reports, as described in clause 10.

3. Business use only

3.1 Resilience Intelligence is provided for business purposes only. By placing an order, you confirm that you are purchasing in the course of your trade, business, craft or profession, and not as a consumer. If you purchase on behalf of an organisation, you confirm that you have authority to bind that organisation. We do not accept purchases for personal or consumer use.

3.2 Before each payment you are asked to confirm that you are buying for business purposes. That confirmation forms part of your contract with us.

4. Accounts

4.1 You must give accurate information when you register and keep it up to date.

4.2 You are responsible for keeping your login details secure and for all activity under your Account. Accounts are for named individuals, and you must not share your login details. Tell us promptly if you suspect unauthorised use.

4.3 Where you create or join an organisation on the Platform, the organisation's owner controls who may join it. Assessments are visible to members of your organisation by default, and you can mark an Assessment as private.

4.4 We may refuse a registration or ask for further verification where we reasonably suspect misuse.

5. The service

5.1 The Platform lets you assess your organisation's resilience against the frameworks we make available, and generates Outputs from your Inputs.

5.2 You can complete some checks as a Guest Check. Your answers stay on your device until you create an Account or sign in, when they are imported into your Account. We do not store Guest Check answers on our servers before then.

5.3 We may change, add or withdraw frameworks, modules and features. If we withdraw a module you have paid to start, you will keep access to your completed Assessments and Outputs for that module for at least 12 months.

5.4 We aim to keep the Platform available, but we do not guarantee uninterrupted or error-free access. We may suspend access for maintenance, security or reasons outside our control.

6. Nature of the outputs

6.1 The Platform is a self-assessment aid. Outputs are based on the Inputs you provide and on automated and AI-assisted analysis, and their quality depends on the accuracy and completeness of those Inputs.

6.2 Outputs are not regulatory assurance, an audit, a certification, legal advice or other professional advice. They are not a substitute for your own regulatory obligations or your own judgement. Each full report carries the following statement, which forms part of these Terms: "This report is based on your own self-assessment answers and AI-assisted analysis. It is not regulatory assurance, legal advice or a substitute for your own regulatory obligations."

6.3 AI-assisted content may contain errors or omissions. You are responsible for reviewing Outputs before relying on them or sharing them.

6.4 References to laws, regulations, supervisory statements and frameworks reflect our understanding when the relevant module was prepared and may not reflect later changes. You are responsible for confirming the requirements that currently apply to you.

6.5 You must not present an Output, score or maturity level as an independent assessment, certification or endorsement by us, by any regulator or by the owner of any third-party framework.

6.6 Outputs are prepared for you alone. No one else may rely on them, and we accept no responsibility to anyone else who sees them, including where you share them under clause 12.2.

7. Credits

7.1 Chargeable features are paid for with Credits. You buy Credits through our payment provider, Stripe. The number of Credits you receive for each pound, excluding VAT, is shown before you pay.

7.2 The price of each chargeable action, such as starting an Assessment or generating a roadmap or full report, is shown in pounds before you confirm it. Where an Assessment covers several modules, the combined price may be capped, as shown before you confirm.

7.3 Credits are added to your Account only after we receive confirmation from Stripe that your payment has succeeded.

7.4 Credits have no cash value, cannot be exchanged for money except as set out in clause 9, cannot be transferred between Accounts or organisations, and do not earn interest. Credits can only be used for services provided by us on the Platform.

7.5 Paid Credits do not expire while your Account remains open. Promotional Credits expire on any date stated in the promotion.

7.6 We may change the prices of chargeable actions and the number of Credits per pound for future purchases. Any action you take is charged at the price shown when you confirm it.

7.7 Promotional Credits are also subject to Schedule 1.

8. Prices, payment and taxes

8.1 Prices are in pounds sterling and exclude VAT and other applicable taxes.

8.2 All quoted prices and the monetary value used to calculate platform credits exclude VAT and any other applicable sales taxes. Taxes that we are required to collect are calculated and shown at checkout, and are payable in addition to the quoted price. VAT does not purchase additional platform credits.

For customers billed in the United Kingdom, UK VAT is charged where applicable at the prevailing rate. A UK VAT number is optional and may be provided for the invoice.

Business customers billed in any of the 27 European Union member states must provide a valid VAT number. Where applicable, the customer must account for VAT under the reverse-charge mechanism. Where a VAT number cannot be verified at the time of purchase, we may accept the payment provisionally and review the VAT details afterwards. Provisional acceptance does not confirm that the VAT number is valid. We may request evidence, correct the invoice or collect additional tax where legally required.

Norway, Iceland and Liechtenstein are not subject to the EU VAT-number requirement. Business customers in those countries and in other countries outside the UK and EU may be responsible for accounting for local VAT or equivalent taxes under their local rules. Tax IDs are optional unless another legal requirement applies. Any tax that we are required to collect is shown at checkout.

You must provide accurate business, billing and tax information and keep it up to date. For this digital service, the business address used by Stripe for tax calculation and wallet payments must be your business billing address. Any refund is calculated using the original purchase and its applicable tax treatment, with platform credits adjusted using the pre-tax purchase value.

8.3 If you are billed in a European Union member state and your VAT number is missing or found to be invalid, we will refund your payment in full, including any tax charged, and no Credits will be added.

8.4 Payments are processed by Stripe, whose terms apply to the payment. We do not store your full card details.

8.5 We issue a VAT invoice for each payment.

9. Cancellation and refunds

9.1 Because the Platform is for business use only, the statutory cancellation rights that apply to consumers do not apply.

9.2 You may ask for a refund of Paid Credits you have not used within 14 days of buying them. We will refund the amount paid for those Credits, including the VAT charged on them, to the original payment method.

9.3 Credits that have been used are not refundable, except under clause 9.4.

9.4 If a chargeable action fails because of a fault in the Platform, for example a report cannot be generated, we will either complete the action or return the Credits used to your Account.

9.5 Promotional Credits are not refundable.

9.6 If you dispute a payment with your bank or card provider, we may remove the related Credits and suspend your Account while the dispute is resolved.

10. Results review

10.1 Where a full report states that it includes a results review, you are entitled to one 30-minute online review of that report with Paul Williams or, if he is unavailable, another senior consultant we nominate.

10.2 You must book the review through the link provided after purchase within 90 days of the report being generated. An unused review lapses after that and is not refundable separately.

10.3 The review explains your results and answers your questions about them. It is not an audit, a regulatory opinion or a consulting engagement. Any further advisory work requires a separate written engagement with Phoenix Resilience on its own terms.

10.4 Clauses 6 and 17 apply to anything said during the review.

11. Your data and confidentiality

11.1 You own your Inputs. You give us permission to use them to provide, maintain and support the Platform for you.

11.2 We keep your Inputs and Outputs confidential and do not sell them. We disclose them only:

(a) to members of your organisation, in line with your sharing settings;

(b) to service providers who need them to run the Platform, such as hosting, payment and AI model providers, under confidentiality and data protection obligations;

(c) where required by law; or

(d) with your consent.

11.3 To generate AI-assisted Outputs, we send the relevant Inputs to third-party AI model providers.

11.4 Phoenix Resilience staff see your answers only if you ask for a consultancy review. Platform administrators can see basic account and usage details, such as which frameworks you have chosen.

11.5 We may use anonymised and aggregated data, from which neither you nor any individual can be identified, to improve the Platform and to produce benchmarks.

11.6 You can export your data and delete your Account at any time. After deletion we delete or anonymise your data in line with our Privacy Notice, except records we must keep by law, such as invoices and payment records for tax purposes.

11.7 We use appropriate technical and organisational measures to protect your data, although no system can be completely secure.

11.8 Our Privacy Notice explains how we handle personal data about you as a user. Schedule 2 applies to any personal data about other individuals that you include in your Inputs. You should not include special category personal data, such as health information, in your Inputs.

12. Intellectual property

12.1 We, or our licensors, own all intellectual property in the Platform, including its software, frameworks, question sets, maturity scales, scoring methods, report formats and content.

12.2 You own your Inputs. Once any charges for an Output have been paid, you may use, copy and share that Output for your organisation's internal business purposes, including with your board, auditors, professional advisers, insurers and regulators. This permission continues after your Account closes.

12.3 You must not sell, publish or commercially exploit Outputs, or reproduce our frameworks, questions or maturity descriptions outside your organisation, without our written permission.

12.4 Some modules draw on frameworks, standards or regulatory texts owned by others. Those remain the property of their owners, and our use of them does not imply their endorsement.

12.5 If you send us suggestions or feedback, we may use them freely without any obligation to you.

13. Acceptable use

13.1 You must not, and must not allow anyone else to:

(a) use the Platform unlawfully or for a fraudulent purpose;

(b) copy, scrape or reverse engineer the Platform, or try to extract its frameworks, questions, scoring logic or source code, except where the law does not allow this to be restricted;

(c) use the Platform or its Outputs to build or train a competing product or AI model;

(d) try to obtain Credits or features without paying, including by creating several Accounts to redeem a promotional code more than once;

(e) interfere with the security or operation of the Platform or introduce malicious code;

(f) share login details or resell access; or

(g) provide Inputs that are unlawful or that infringe anyone else's rights.

14. Third-party services

14.1 The Platform relies on third-party services, including Stripe for payments and providers of hosting and AI models. We are not responsible for failures of those services that are outside our reasonable control, but we will take reasonable steps to limit their effect on you.

15. Suspension and termination

15.1 You may close your Account at any time.

15.2 We may suspend or close your Account immediately if you materially breach these Terms, fail to pay, or raise a payment dispute we reasonably consider unfounded, or if we reasonably suspect fraud or a security risk.

15.3 We may close your Account for any other reason by giving you 30 days' notice, in which case we will refund your unused Paid Credits.

15.4 When your Account closes, your right to use the Platform ends, so please export your data first. Unused Paid Credits are forfeited if your Account is closed under clause 15.2, or if you close it yourself, unless clause 9.2 applies.

15.5 Clauses 6, 9.6, 11, 12, 16, 17, 20 and Schedule 2 continue to apply after your Account closes.

16. Our responsibility to you

16.1 We will provide the Platform with reasonable skill and care.

16.2 Except as set out in these Terms, the Platform and Outputs are provided "as is". We do not promise that Outputs will be complete, accurate or suitable for any particular purpose, or that any regulator, auditor or other third party will accept them.

16.3 All other terms implied by law are excluded to the extent the law allows.

17. Limitation of liability

17.1 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.

17.2 Subject to clause 17.1, we are not liable for any of the following, whether direct or indirect:

(a) loss of profits, revenue, business, contracts or anticipated savings;

(b) wasted expenditure or wasted management or staff time;

(c) loss of goodwill or reputation;

(d) any fine, penalty or sanction imposed on you by a regulator or other authority, or any costs of responding to one;

(e) loss arising from inaccurate or incomplete Inputs, or from reliance on an Output contrary to clause 6; or

(f) any indirect or consequential loss.

17.3 Subject to clause 17.1, our total aggregate liability for all claims arising out of or in connection with these Terms, the Platform, any Output or any Results Review, whether in contract, tort (including negligence), breach of statutory duty or otherwise, in each period of 12 months starting on the date you first accepted these Terms or any anniversary of it, is limited to the greater of:

(a) the total amount you paid us in that 12-month period; and

(b) £1,000.

17.4 You agree that these limits are reasonable, taking into account the prices charged for the Platform, the self-assessment nature of the Outputs, and your ability to obtain your own insurance and professional advice.

18. Events outside our control

18.1 We are not liable for any delay or failure to perform caused by events outside our reasonable control, such as failures of utilities or third-party services, cyber attacks or acts of government. We will tell you promptly and take reasonable steps to limit the effect.

19. Changes to these terms

19.1 We may update these Terms. We will give you at least 30 days' notice of any material change by email or on the Platform. Changes do not apply to purchases completed before they take effect, unless the law requires otherwise.

19.2 If you do not accept a material change, you may close your Account before it takes effect and we will refund your unused Paid Credits.

19.3 We keep a record of the version of these Terms you accepted. You can view, download and print the current version at any time from the Platform.

20. General

20.1 These Terms, including the Schedules, the Privacy Notice and the terms of any promotion you use, are the whole agreement between us about the Platform. You have not relied on any statement that is not set out in them, but nothing in this clause limits liability for fraudulent misrepresentation.

20.2 We may transfer our rights and obligations under these Terms to another organisation that takes over the Platform. You may not transfer yours without our written consent.

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

20.4 If a court finds any part of these Terms unenforceable, the rest remains in force.

20.5 If we delay in enforcing these Terms, we can still enforce them later.

20.6 As you are not a consumer, regulations 9(1), 9(2) and 11(1) of the Electronic Commerce (EC Directive) Regulations 2002 do not apply to your contract with us, to the extent the law allows.

20.7 We may send notices to the email address on your Account. You may send notices to us at admin@phoenixresilience.co.uk.

20.8 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. The courts of England and Wales have exclusive jurisdiction.

21. Contact us

21.1 Phoenix Resilience Limited, 167-169 Great Portland Street, 5th Floor, London W1W 5PF. Email: admin@phoenixresilience.co.uk. Telephone: +44 20 8191 3951.

Schedule 1: Promotional codes

S1.1 Promotional codes give Promotional Credits on the terms shown in the promotion. Unless the promotion says otherwise:

(a) each code can be redeemed once per Account and once per organisation;

(b) Promotional Credits have no cash value and cannot be exchanged or refunded;

(c) a code must be redeemed by any closing date shown in the promotion; and

(d) we may refuse or reverse a redemption where we reasonably suspect misuse, including the use of several Accounts by one organisation.

S1.2 Your Business reader offer. The code YOURBUSINESS gives a new Account Promotional Credits equal to the current price of one Resilience Quick Check full report (£49 excluding VAT, currently 490 Credits). The offer is for business users only and is limited to one redemption per organisation. It runs until we end it by notice on the Platform. Ending the offer does not affect Credits already redeemed.

Schedule 2: Data processing terms

S2.1 This Schedule applies to personal data about individuals other than you as a user that you include in your Inputs or that appears in Outputs ("Customer Personal Data"). For Customer Personal Data you are the controller and we are your processor. For your account, billing and usage data we are the controller, as explained in our Privacy Notice.

S2.2 We process Customer Personal Data to provide the Platform to you, for as long as your Account is open and then for any retention period set out in our Privacy Notice. It may include names, job titles, contact details and other information about your staff, contractors, suppliers and other individuals named in your Inputs.

S2.3 We will:

(a) process Customer Personal Data only on your documented instructions, which are these Terms and your use of the Platform, unless the law requires otherwise, in which case we will tell you first unless the law prevents us;

(b) tell you if we believe an instruction breaks data protection law;

(c) ensure that people authorised to process Customer Personal Data are bound by confidentiality;

(d) take the security measures required by Article 32 of the UK GDPR;

(e) assist you, taking into account the nature of the processing, in responding to requests from individuals exercising their rights and in meeting your obligations under Articles 32 to 36 of the UK GDPR;

(f) tell you without undue delay after becoming aware of a personal data breach affecting Customer Personal Data;

(g) at the end of the service, delete Customer Personal Data or make it available for you to export, as you choose, unless the law requires us to keep it; and

(h) make available the information reasonably needed to demonstrate compliance with this Schedule, and allow for and contribute to audits on reasonable notice and at your cost.

S2.4 You give us general authorisation to use sub-processors, including hosting, payment, email and AI model providers. We will keep a list of our sub-processors available on the Platform and give you notice of any new sub-processor, and you may object on reasonable data protection grounds. We will impose data protection obligations on each sub-processor equivalent to those in this Schedule and remain responsible for their performance.

S2.5 Where Customer Personal Data is transferred outside the United Kingdom, we will ensure that an appropriate safeguard under Chapter V of the UK GDPR is in place, such as UK adequacy regulations or the International Data Transfer Agreement or Addendum.

S2.6 You confirm that you have a lawful basis for including Customer Personal Data in your Inputs and have given any information to individuals that the law requires.

S2.7 Clause 17 applies to liability under this Schedule, to the extent the law allows.

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