Draft review copy. Not in force and not an offer. A contract is made only through a signed CremTrack order form.

# CremTrack™ B2B Software Subscription Terms

**Version 1.0 — draft for controlled pilot**

These terms form a business-to-business agreement between **ANC Perpetua Holdings Ltd**, company number 17366895, of 66 Paul Street, London, EC2A 4NA (**ANC**, **we**, **us**) and the organisation named in the Order Form (**Customer**, **you**). The Order Form, these terms, the Data Processing Agreement, the Acceptable Use and Security Policy, and any service schedule expressly incorporated into the Order Form form the **Agreement**.

## 1. The service

1.1 CremTrack™ is a hosted record-keeping, workflow, identity, tracking, communications and evidence platform for authorised animal-care organisations. The modules and limits purchased by the Customer are shown in the Order Form.

1.2 Access is organisation-based and role-based. The Customer may use the service only for its own authorised premises, workers, practices and records. ANC may verify an organisation, premises, approval reference and user identity before enabling access.

1.3 Records, Veterinary Integration, Premium Tracking, ANC network work, credits and inspector access are separate entitlements. Buying one does not grant the others. ANC Approved status is a separate commercial decision controlled by ANC.

1.4 Premium Tracking may be used only for eligible individually cremated cases and only when the Customer has the required entitlement or valid credit. A credit is consumed when the platform creates the premium journey as stated in the Order Form. Credits have no cash value and cannot be transferred outside the Customer's organisation unless ANC agrees in writing.

1.5 We may improve the service. We will not knowingly remove a material paid function during a committed term without providing a reasonable alternative, credit or right to end the affected module.

## 2. Accounts and authorised users

2.1 The Customer must nominate an organisation administrator. The administrator controls invitations and roles and must promptly remove people who no longer need access.

2.2 Accounts are personal. Users must not share passwords, care codes, access tokens or sessions. The Customer must use multi-factor authentication where offered and follow the Acceptable Use and Security Policy.

2.3 The Customer is responsible for its users, devices, source data, lawful instructions and configuration. ANC remains responsible for the security and operation of the platform controls it provides.

2.4 ANC may suspend an account where reasonably necessary to contain a security incident, prevent unlawful use, protect a family or companion, preserve evidence, or respond to non-payment. We will limit suspension to what is reasonably necessary and explain it unless prohibited by law or doing so would create risk.

## 3. Customer records and operational responsibility

3.1 As between the parties, the Customer retains ownership of the operational records, documents and content it supplies. The Customer gives ANC a limited right to host, copy, validate, display and process that content only to provide, secure and support the service and comply with law.

3.2 The Customer must ensure that information it enters is accurate, proportionate, lawful and kept up to date. It must not record irrelevant opinions, discriminatory comments or unnecessary sensitive information.

3.3 CremTrack supports record-keeping and workflow. It does not replace physical identification checks, competent staff, equipment maintenance, statutory registers, licences, approvals, professional judgement or incident procedures. Each operator remains responsible for its own legal and regulatory duties.

3.4 A scan, tag entry, status update, timestamp, temperature entry or uploaded document records what an authorised person submitted. It is not an independent guarantee that a physical act occurred. Users must investigate mismatches and use the correction and audit process; they must never overwrite history to conceal an error.

3.5 The Customer must maintain its own lawful authority for animal by-product handling, transport, premises and equipment and must cooperate with legitimate inspections.

## 4. Family-facing tracking and communications

4.1 The Customer must give families the current privacy information before entering their details or sending an intake/tracking link.

4.2 Care codes and private links must be sent only to the intended recipient. Status text must be accurate, compassionate and based on the actual case record.

4.3 Driver location shown to a family is approximate, limited to an active authorised journey and may be delayed or unavailable. It must never be described as exact, continuous or guaranteed.

4.4 Memorials, photographs and social sharing are optional and require the family choices recorded by the service. The Customer must respect withdrawal, moderation and takedown requests.

## 5. Veterinary practices, drivers and inspectors

5.1 A veterinary practice may submit a booking only under the Veterinary Practice Terms and an operator's published service catalogue. A request is not accepted operational work until the responsible crematorium accepts it.

5.2 Drivers may see only assigned work and the information necessary to complete it. Location collection must follow the Driver Location and Monitoring Notice.

5.3 Inspector access is temporary, read-only except for the defined request/finding/comment workflow, limited to the approved premises and revocable. It does not imply approval or endorsement of ANC or CremTrack.

## 6. Fees, invoicing and tax

6.1 Fees, billing interval, included modules, credits, minimum term and payment date are set out in the Order Form. Unless the Order Form states otherwise, fees exclude VAT and other applicable taxes.

6.2 We will give reasonable notice of renewal price changes. A price change will apply no earlier than the next renewal or as otherwise agreed in writing.

6.3 The Customer must raise a good-faith invoice dispute promptly and pay undisputed amounts. We may charge lawful interest and recovery costs on overdue undisputed sums.

6.4 No automatic renewal, annual commitment, refund rule or cancellation charge applies unless it is stated clearly in the signed Order Form.

## 7. Availability, support and change control

7.1 We will use reasonable skill and care to provide the service. Internet, mobile, mapping, messaging and device services can fail. The Customer must maintain a documented downtime procedure that preserves identity and chain of custody.

7.2 Planned maintenance and support arrangements are stated in the Order Form or service schedule. We will communicate material incidents and restore service as reasonably practicable.

7.3 We do not promise uninterrupted or error-free operation. Any service level or service credit applies only if expressly stated in a signed service schedule.

## 8. Data protection and confidentiality

8.1 Each party must comply with applicable data-protection law. Their controller and processor responsibilities are set out in the Data Processing Agreement and the facts of the relevant workflow.

8.2 Each party must keep the other's confidential information secure and use it only for the Agreement. This does not cover information already lawfully public, independently developed or lawfully received from another source. A lawful disclosure may be made where required, with notice where permitted.

## 9. Intellectual property

9.1 ANC and its licensors own CremTrack, its design, code, documentation, brand and improvements. The Customer receives a limited, non-exclusive, non-transferable right to use the purchased service during the Agreement.

9.2 The Customer must not copy, sell, sublicense, scrape, reverse engineer, bypass access controls, build a competing dataset from the service, or remove proprietary notices except to the extent a restriction is prohibited by law.

9.3 Feedback may be used to improve the service without identifying the Customer or disclosing confidential information.

## 10. Warranties and disclaimer

10.1 Each party warrants that it has authority to enter the Agreement.

10.2 CremTrack does not provide legal, veterinary or regulatory advice. Use does not itself guarantee compliance or constitute APHA or other authority approval, accreditation, endorsement or recommendation.

10.3 We warrant that we will provide the service with reasonable skill and care. Other terms implied by law are excluded only to the extent the law permits.

## 11. Liability

11.1 Nothing limits liability that cannot lawfully be limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

11.2 Subject to 11.1, neither party is liable for indirect or consequential loss, loss of anticipated profit, or loss of goodwill. This exclusion does not remove responsibility for direct restoration costs, direct confidentiality loss or direct data-protection loss caused by that party's breach.

11.3 Subject to 11.1, each party's total liability arising in a contract year will not exceed the fees paid or payable by the Customer for the service in that contract year. **This cap must be reviewed against the final pricing, risks and insurance before signature.**

11.4 A party cannot recover the same loss twice and must take reasonable steps to reduce loss.

## 12. Term, exit and data return

12.1 The Agreement starts when the Order Form is signed and continues for its stated term.

12.2 Either party may end it for a material breach not remedied within 30 days of written notice, or immediately for an irremediable material breach, insolvency or unlawful use.

12.3 On expiry or termination, user access ends. On request made within 30 days, ANC will provide a reasonable standard export of Customer operational records. ANC will then delete or return processor data as stated in the DPA and retention schedule, except data it must keep by law or for the establishment, exercise or defence of legal claims.

12.4 The Customer must export anything it needs for statutory retention before the deletion date. Clauses intended to survive termination remain effective.

## 13. General

13.1 Neither party may assign the Agreement without the other's consent, not to be unreasonably withheld, except ANC may assign it with the CremTrack business on written notice if this does not reduce the Customer's protections.

13.2 Neither party is liable for delay caused by events beyond reasonable control, but must mitigate and resume performance.

13.3 Notices must be sent to the addresses in the Order Form. Changes to these terms require written agreement, except proportionate security or legal updates notified in advance where practicable.

13.4 The Agreement is the entire agreement about its subject. If documents conflict: the signed Order Form, DPA, service schedule, these terms, then policy documents apply in that order, except the DPA prevails for processor obligations.

13.5 English law governs the Agreement and the courts of England and Wales have exclusive jurisdiction.