Please read these terms carefully before using the DocFlow platform.
Last updated: 1 April 2026
These Terms and Conditions ("Terms") govern your access to and use of the DocFlow document management platform ("Service", "Platform") provided by Mastercopy Limited, a company registered in England and Wales, trading as DocFlow ("Company", "we", "us", "our").
By accessing or using the Service, you agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use the Service.
In these Terms, the following definitions apply:
DocFlow is a document management and intelligence platform that enables organisations to upload, store, manage, search, and process documents. The Service may include, depending on the Customer's subscription tier:
The specific features available to the Customer depend on the subscription tier selected. Feature availability is described on our pricing page and in the applicable order form or subscription agreement.
You must be at least 18 years of age and have the legal authority to bind the organisation you represent to these Terms. By registering for an Account, you represent and warrant that you meet these requirements.
You are responsible for maintaining the confidentiality of your Account credentials and for all activities that occur under your Account. You must immediately notify us of any unauthorised use of your Account or any other breach of security. We will not be liable for any loss arising from unauthorised use of your Account where you have failed to maintain adequate security of your credentials.
You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate, current, and complete.
You agree not to use the Service to:
We reserve the right to suspend or terminate your access to the Service if we reasonably believe you have violated these acceptable use provisions.
The Service, including its design, functionality, documentation, source code, algorithms, user interface, and all related Intellectual Property Rights, is and shall remain the exclusive property of Mastercopy Limited. Nothing in these Terms transfers any ownership of our Intellectual Property Rights to you.
You retain all ownership rights in your Customer Data. By uploading Customer Data to the Service, you grant us a limited, non-exclusive licence to host, store, process, and display that data solely for the purpose of providing the Service to you. We will not access, use, or disclose your Customer Data except as necessary to provide the Service, as required by law, or as expressly permitted by you.
If you provide us with any suggestions, ideas, or feedback regarding the Service ("Feedback"), you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use, modify, and incorporate such Feedback into the Service without any obligation to you.
We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and all applicable data protection legislation. Where we process personal data on behalf of the Customer, we act as a data processor and the Customer acts as the data controller.
Where required, we will enter into a Data Processing Agreement (DPA) with the Customer that sets out the subject matter and duration of the processing, the nature and purpose of the processing, the types of personal data processed, and the categories of data subjects. The DPA shall be supplementary to and form part of these Terms.
We implement appropriate technical and organisational measures to ensure the security of Customer Data, including but not limited to AES-256 encryption at rest and in transit, role-based access controls, regular security audits, and ISO 27001 certification. Details of our security measures are available upon request.
Customer Data is stored within the United Kingdom or European Economic Area unless otherwise agreed in writing. For on-premises deployments, the Customer is responsible for the physical security and location of their data.
In the event of a personal data breach affecting Customer Data, we will notify the Customer without undue delay and in any event within 72 hours of becoming aware of the breach. We will provide all reasonable assistance to the Customer in complying with its own data breach notification obligations.
The Customer shall pay the fees set out in the applicable order form or as displayed on our pricing page at the time of subscription. All fees are quoted exclusive of VAT, which shall be added at the prevailing rate where applicable.
Fees are payable in advance on a monthly or annual basis, as agreed at the time of subscription. Payment is due within 30 days of the date of invoice unless otherwise agreed in writing. We reserve the right to charge interest on late payments at the rate of 4% above the Bank of England base rate.
We may increase our fees at the end of any Subscription Term by giving the Customer at least 30 days' written notice. The Customer may terminate the subscription before the new fees take effect if they do not wish to accept the increase.
Fees are non-refundable except where required by law or where we have materially breached these Terms and failed to remedy the breach within 30 days of written notice.
We will use commercially reasonable efforts to make the Service available 99.9% of the time during each calendar month, excluding scheduled maintenance windows. Scheduled maintenance will be notified at least 48 hours in advance where practicable.
We provide support during our standard business hours (Monday to Friday, 8:30am to 5:30pm GMT/BST, excluding English public holidays) for all subscription tiers. Enterprise tier customers may be entitled to enhanced support as set out in their Custom SLA.
We perform regular automated backups of Customer Data. However, the Customer is responsible for maintaining its own independent backups. We shall not be liable for any loss of Customer Data where the Customer has failed to maintain adequate backups.
To the maximum extent permitted by law, in no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation, loss of profits, loss of data, loss of goodwill, business interruption, or any other intangible losses, whether based on warranty, contract, tort (including negligence), strict liability, or any other legal theory.
Our total aggregate liability to the Customer under or in connection with these Terms shall not exceed the total fees paid by the Customer in the 12 months immediately preceding the event giving rise to the claim.
Nothing in these Terms shall limit or exclude our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability which cannot be lawfully excluded or limited under English law.
The Aida AI features provide automated analysis, classification, and summarisation of documents. While we strive for accuracy, AI-generated outputs should be reviewed by qualified personnel before being relied upon for decision-making. We do not warrant the accuracy, completeness, or reliability of AI-generated outputs.
The Customer may terminate the subscription at any time by providing at least 30 days' written notice before the end of the current billing period. Termination will take effect at the end of the current billing period.
We may terminate or suspend the Customer's access to the Service immediately if: (a) the Customer breaches any material provision of these Terms; (b) the Customer fails to pay any fees when due; (c) the Customer becomes insolvent or enters administration, liquidation, or receivership; or (d) we are required to do so by law.
Upon termination: (a) the Customer's right to access the Service shall cease immediately; (b) the Customer shall pay all outstanding fees; (c) we will make the Customer's data available for export for a period of 30 days following termination, after which we may delete all Customer Data; (d) all provisions of these Terms which by their nature should survive termination shall survive, including intellectual property, limitation of liability, and governing law.
These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.
If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
These Terms, together with any applicable order form, Data Processing Agreement, and Custom SLA, constitute the entire agreement between the parties in relation to the Service and supersede all prior agreements, understandings, and representations.
We may update these Terms from time to time. We will notify you of any material changes by email or through the Service. Continued use of the Service after such notice constitutes acceptance of the updated Terms.
If you have any questions about these Terms, please contact us:
Our team is happy to discuss any aspect of our terms and conditions.