Terms of Service

Velora is provided to care facilities and other organisations (“Customers”) under a written agreement. These Terms apply to every person who uses the Service on behalf of a Customer (“Users”). If the Customer’s agreement with us conflicts with these Terms, the Customer’s agreement prevails.

How we handle personal data is described in our Privacy Policy, and the processing we carry out on a Customer’s behalf is governed by the data processing agreement between the Customer and us.

You may use the Service only if a Customer has invited you or given you access, you are of legal age to enter into a contract, and you use it for the Customer’s professional purposes. The Customer decides who has access, assigns appropriate roles and removes access when a person no longer needs it.

Keep your credentials confidential, use a strong password, enable two-factor authentication when your organisation requires it, and do not share your account. Tell your administrator, and us at legal@velora.health, immediately if you suspect unauthorised access. You are responsible for activity under your account unless it results from our breach of these Terms.

Keep your contact details accurate and verified, especially the phone number used for alerts. Alerts can only reach you through the channels you have configured.

Velora uses a sensor to detect when a person leaves their bed, raises an alert and escalates it to on-call staff by push notification, SMS or phone call, following the schedules and policies the Customer configures. The Customer decides which beds are monitored, who is on call and how alerts are escalated.

Velora is a support tool for care staff. It is not intended to diagnose, prevent or treat any disease or injury, and it does not replace professional judgement, care protocols, direct supervision, or a facility’s nurse-call and emergency systems.

The Customer remains responsible for the care of its residents and patients, and for staffing and procedures that do not depend solely on Velora. In an emergency, call your local emergency number (112 in the European Union).

Alerts depend on power, the facility’s Wi-Fi and internet connection, the correct installation of sensors, mobile networks, third-party messaging and telephony providers, and each User’s phone settings, such as notification permissions, battery saving and Do Not Disturb.

We work to deliver every alert promptly and to escalate it when it is not acknowledged, but we cannot guarantee that every event will be detected, or that every alert will be delivered or delivered within a given time. While on call, Users must keep the app installed, signed in and with notifications enabled, and must report sensors that show as offline.

You agree not to:

• Use the Service for anything other than the Customer’s care and operational activities, or in breach of the law.
• Enter data you are not entitled to process, or more data about residents and patients than is necessary.
• Access accounts, data or organisations you are not authorised to access, or try to bypass security or access controls.
• Interfere with, overload, reverse-engineer or probe the Service or the sensors, except to the extent the law allows.
• Tamper with, relocate or modify sensors in a way our instructions do not describe.
• Use the Service to send unlawful, harmful or unsolicited content.

Data that a Customer and its Users enter into the Service, and the data its sensors generate, belongs to the Customer. We use it only to provide, secure and support the Service, as described in the Privacy Policy and the data processing agreement. The Customer is responsible for having a lawful basis for that data and for informing the people it concerns, including residents, patients and their families.

Sensors are supplied and installed as set out in the Customer’s agreement, and must be installed and used according to our instructions, connected to a working network and kept powered. We may update sensor firmware remotely to fix problems, improve security or add features. Ownership, warranty and replacement of hardware are governed by the Customer’s agreement.

The Service, its software, firmware, design and brand belong to Velora Health S.L. or its licensors. Subject to these Terms and the Customer’s agreement, we grant you a limited, non-exclusive, non-transferable right to use the Service for the Customer’s purposes while your access lasts. If you send us feedback, we may use it to improve the Service without any obligation to you.

We aim to keep the Service available at all times, but it may be interrupted for maintenance, updates or causes beyond our reasonable control. We try to schedule planned maintenance outside peak hours and to announce it in advance. We may improve and change the Service, but we will not remove essential functionality during a Customer’s subscription without notice under its agreement.

Your access ends when the Customer removes it or when the Customer’s agreement ends. We may suspend an account that breaches these Terms or threatens the security of the Service or other users, or when the law requires it, informing the Customer where possible. After termination, data is returned or deleted as described in the Privacy Policy and the data processing agreement.

Except as expressly stated in these Terms or the Customer’s agreement, and to the extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, including that it will be uninterrupted or error-free, or that it will detect every bed exit or prevent every fall.

To the extent permitted by law, we are not liable for indirect or consequential losses, or for loss of profits, revenue or data, arising from use of the Service. Our total liability towards a Customer is limited as set out in the Customer’s agreement.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or wilful misconduct, or any other liability that cannot be excluded or limited under applicable law.

We may update these Terms. The date of the current version appears at the top of this page, and when changes are significant we will tell Customers and Users in advance by email or in the app. Continuing to use the Service after the changes take effect means you accept the updated Terms.

These Terms are governed by Spanish law. Disputes will be submitted to the courts of Barcelona, Spain, unless mandatory law provides otherwise.

For questions about these Terms, contact legal@velora.health or write to Velora Health S.L., Barcelona, Spain.