Terms of Service

These terms govern your use of the Undercover Audit platform, portal, training and audit services supplied by Noahsure Group Limited ("we", "us"), 1 Canada Square, Canary Wharf, London, E14 5AA. By creating an account or purchasing a plan you confirm you are acting for a business and are authorised to bind it. Where we have signed a separate engagement letter or master agreement with you, that document takes precedence over these terms on any point of conflict.

• Monitor — £1,450 per month. Read-only integration of your telephony, CRM, helpdesk and adjacent systems, continuous AI scoring, the leakage dashboard and a monthly overview.
• Monitor + Train — £3,950 per month. Everything in Monitor plus the online training tracks, assigned coaching for named managers and quarterly recertification.
• Full Audit — £9,500 fixed fee. A full audit of the functions in scope delivered from the data: findings, operational scorecard and a 30/60/90 action plan with named owners.
• Full Audit + On-site — from £24,000. Full Audit plus an in-person undercover embed by our operators, scoped and quoted per engagement.
• Ongoing Cover — £3,500 per month, minimum three months, and AI Build Sprints from £6,000, quoted per sprint.

All prices are in pounds sterling and are inclusive of any applicable VAT — the amount shown at checkout is the amount charged. A VAT invoice is issued for every payment. Fixed-fee and Full Audit + On-site engagements are booked with the deposit shown at checkout; the balance is invoiced against the milestones in the engagement letter.

Accounts are issued to named individuals at a business, using a work email address. You are responsible for keeping credentials secure and for everything done under your account. We verify signups to keep automated and fraudulent registrations out, and may refuse or close an account that provides false company details, uses a free-mail or disposable address, or attempts to bypass those checks.

Do not share portal logins, resell access, or use the service for a competitor's benefit.

• Monthly plans are charged in advance and renew automatically each month.
• You can upgrade or downgrade at any time from the billing panel in your portal. Changes take effect immediately and the difference is pro-rated by our payment processor.
• Cancelling stops future billing at the end of the paid period. Your reports and action plan stay readable for a 30-day grace period after that date so remediation in flight is not lost, then access ends.
• Fees already paid are not refundable except where required by law or where we have failed to deliver a milestone we agreed to. Booking deposits are refundable in full if we cancel, and transferable once if you reschedule with more than 14 days' notice.
• Late payment may lead to suspension after 14 days' written notice.

• Provide accurate information and timely read-only access to the systems in scope, and keep that access live for the agreed period.
• Confirm you are entitled to grant that access, and that you have met your own privacy obligations to your staff and customers — including any employee privacy notice covering quality monitoring.
• Nominate a single decision-maker who receives the findings and owns the action plan.
• Nothing we deliver is legal, employment-law, tax or regulatory advice. Decisions about people, disciplinary action and restructuring remain yours.

Full Audit + On-site places a trained operator inside your business. It runs strictly on these terms:

• It happens only with the written authorisation of your senior leadership, who confirm they have the authority to permit it on their premises.
• No covert audio or video recording is made where recording would be unlawful or requires consent that has not been given. Operators work from contemporaneous written observation.
• Operators follow your health and safety, safeguarding and site rules, hold no safety-critical or regulated role, and never handle client money, controlled substances or patient care.
• The purpose is process and systems improvement. Findings are reported at team and process level; we do not produce covert dossiers to justify dismissals, and we will not participate in surveillance of trade-union activity or of protected characteristics.
• An operator will break cover immediately if they witness a risk to safety, a safeguarding concern or unlawful conduct, and we will escalate it to your nominated contact.
• You will not name our operator to your workforce during the embed, and you will treat their identity as confidential afterwards.

• Do not attempt to access another client's data, probe or load-test our systems without written permission, or reverse-engineer the scoring models.
• Do not upload malware, or data you are not lawfully entitled to share with us — including special category health data, payment card numbers or credentials, unless we have agreed a specific scope for it in writing.
• Do not use the platform to monitor individuals for purposes unrelated to the audit.
• We may suspend access immediately where continued use puts other clients or data at risk.

Each side keeps the other's confidential information confidential and uses it only to perform these terms. Our operators and analysts are individually bound by NDA. Findings about your business are yours and we will not identify you in marketing without your written permission; anonymised, non-attributable benchmarks may be used to improve the product.

You own your data and the report deliverables once paid for, with a perpetual licence to use them internally. We retain ownership of the platform, models, scoring methodology, templates and training material, and of anything we build for you generically rather than to your specification.

We will perform the services with reasonable skill and care, using suitably qualified people. We do not warrant any specific financial outcome, recovered revenue or cost saving: the leakage estimator and forecast figures are illustrative modelling based on the inputs given and industry ranges, not a promise. The platform is provided without implied warranties beyond those that cannot lawfully be excluded, and is not guaranteed to be uninterrupted or error-free.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else that cannot lawfully be limited.

Subject to that, neither side is liable for loss of profit, revenue, anticipated savings, goodwill or business opportunity, or for indirect or consequential loss. Our total liability arising out of or in connection with the services is limited to the fees you paid us in the 12 months before the claim arose.

You will indemnify us against claims arising from your failure to hold the rights or lawful basis needed for data you gave us access to, or from your instructions to us that breach applicable law.

Our handling of personal data is set out in the Privacy Policy. Where we process personal data on your behalf, the Data Processing Addendum applies and forms part of these terms.

These terms apply while you hold an account or an engagement is live. Either side may terminate for material breach that is not remedied within 30 days of written notice. We may change these terms for future periods with at least 30 days' notice by email; continuing to use the service after that date accepts the change.

These terms are governed by the laws of England and Wales and both sides submit to the exclusive jurisdiction of the courts of England and Wales. We will attempt to resolve any dispute in good faith at director level before commencing proceedings.