Terms of Service

These terms are an agreement between you and [ENTITY] (ABN [ABN]) ("ROK", "we", "us") for use of the ROK platform: the website at www.rokrescue.com, the admin console at admin.rokrescue.com, the ROK mobile app, and the services behind them (the "Service").

By creating an account, redeeming an agency access code, or using the Service, you accept these terms, our Privacy Policy and our Acceptable Use Policy. If you are accepting on behalf of an agency, you confirm you are authorised to bind it.

1. Who the parties are

• An Agency is the organisation that holds a ROK tenant: it authors content, invites staff, issues access codes and, on paid plans, pays for the Service.
• A Member is an individual with a ROK account who belongs to one or more Agencies. Members include operators who only read content and staff who author, review and manage it.
• Where these terms say "you", they mean the Member, and the Agency where the context is about the Agency's tenant, content or subscription.

2. Accounts

You must give a current email address and keep your sign-in details secret. You are responsible for activity under your account. Tell your Agency's administrator and us promptly if you believe your account has been compromised. You must be at least 16, or participating as a member of an Agency that is responsible for you.

One person, one account. An Agency may remove you from its tenant at any time; that does not delete your account, which may belong to other Agencies. You can delete your own account from Account → Security.

3. The Agency's content

Everything an Agency publishes through ROK — procedures, checklists, guides, quizzes, media — is the Agency's content. The Agency owns it and is solely responsible for its accuracy, currency, and suitability for the people who read it. ROK provides the tools to author, review, approve, publish and distribute it; ROK does not write, review or endorse it.

The Agency grants us a licence to store, process, display and distribute its content to the Members it chooses, and to produce the derived records the Service generates (search indexes, aggregates, exports), for the sole purpose of providing the Service. We claim no other rights in it.

The Agency must have the right to publish anything it uploads, including third-party material such as manufacturer instructions or standards extracts.

4. Not operational or medical advice

ROK is a knowledge-delivery platform. Nothing delivered through the Service is advice from ROK, and the Service is not a substitute for training, qualified judgement, command direction, or the Agency's own procedures and controls. Content may be out of date or wrong; the "last reviewed" and "requires acknowledgment" markers in the Service reflect what the Agency recorded, not any verification by us. You use content at your own risk and in accordance with your Agency's direction.

5. Plans, fees and billing

The mobile app is free for Members. Agencies use the Service on one of the plans described at www.rokrescue.com/pricing: a Free tier with usage limits, and paid tiers billed by subscription.

• Prices are in Australian dollars and exclude GST unless stated; GST is added where it applies. Our billing provider calculates tax from the billing address and ABN you give.
• Subscriptions renew automatically until cancelled. You can change plan, pause or cancel from Settings → Billing; cancellation takes effect at the end of the paid period and the tenant drops to the Free tier's limits.
• Fees are non-refundable except where the Australian Consumer Law or these terms say otherwise.
• If a payment fails we will notify the Agency's billing contact and may suspend paid features after a grace period. Content is never deleted for non-payment during that period; the Agency can export it at any time.
• Platform-sponsored plan upgrades are a gift we may grant and may withdraw with notice.

6. Availability and support

We aim to keep the Service available continuously but do not guarantee uninterrupted or error-free operation. There is no service-level commitment on the Free tier. Scheduled maintenance will be notified in the console where practical. Support is by email at [SUPPORT CONTACT EMAIL].

The mobile app is designed to work without a connection using content it has already synced; it cannot deliver changes made since the last sync until it reconnects. Agencies should plan for this when deciding how critical updates are communicated.

7. Acceptable use

Use of the Service is subject to the Acceptable Use Policy, which forms part of these terms. We may suspend or remove access for a breach, and will tell the Agency when we do unless the law prevents it.

8. Privacy

How we handle personal information is set out in the Privacy Policy. Agencies are responsible for their own privacy obligations to their Members in respect of the activity records the Service gives them.

9. Security

We implement reasonable technical and organisational measures to protect the Service, including encryption in transit and at rest, per-tenant access controls enforced in the database, and audit logging of access changes. You must not attempt to circumvent them. If you find a security weakness, tell us at [SECURITY CONTACT EMAIL] and give us a reasonable time to fix it before disclosing it.

10. Intellectual property

ROK, the ROK mark, the Service's software and design are ours or our licensors'. These terms do not transfer any of that to you. You may not copy, modify, reverse-engineer or resell the Service except as the law allows.

11. Suspension and termination

We may suspend an account or tenant immediately where we reasonably believe it is being used in breach of these terms, poses a security risk to the Service or other customers, or where required by law. An Agency may close its tenant at any time; we will make an export available on request before deletion. Either of us may end these terms on 30 days' notice.

On termination the Agency's content is deleted from our systems within 30 days, except for backup copies that expire on their own schedule and records we must keep by law.

12. Liability

Nothing in these terms excludes rights you have under the Australian Consumer Law that cannot be excluded. Where the law allows, our liability for a failure of a guarantee is limited to resupplying the Service or paying the cost of resupply.

To the extent permitted by law:

• we are not liable for any loss arising from the content of any Agency, including reliance on content that is wrong or out of date;
• we are not liable for indirect or consequential loss, loss of data that the Agency could have exported, or loss arising from events outside our reasonable control;
• our total liability to an Agency under these terms in any 12-month period is limited to the fees that Agency paid us in that period.

Each Agency indemnifies us against claims arising from its content or its Members' breach of these terms.

13. Changes to these terms

The date at the top is the version of these terms. We may update them; where a change is material you will be asked to accept the new version when you next sign in to the console, and continued use after that is acceptance. The previous version is available on request.

14. General

These terms are governed by the laws of [STATE], Australia, and the courts there have non-exclusive jurisdiction. If part of these terms is unenforceable the rest still applies. We may assign these terms to a successor of the business; you may not assign them without our consent. Notices to us go to [LEGAL CONTACT EMAIL]; notices to you go to your account email.

Contact

[ENTITY] [ADDRESS] [LEGAL CONTACT EMAIL]