Terms of Service

1. Who we are, and definitions

1.1 The service is provided by DoorID Ltd, a company registered in England and Wales (company number 17176280), registered office: This Workspace, 18 Albert Road, Bournemouth, Dorset, BH1 1BZ ("DoorID", "we", "us"). ICO registration ZC153427.

1.2 In these terms: "Client" (or "you") means the business entity that accepts these terms and holds a DoorID account; "Applicant" means an individual asked to complete a verification through the service at your request; "Verification" means one verification session created through the service, whether by API, the portal, a no-code link or any other integration route; "Result" means the outcome the service produces for a Verification, expressed as Pass, Refer or Fail; "Evidence Pack" means the report the service produces for a Verification; "Order" means the pricing plan, published price list or written agreement that sets your fees; "Managed Review" means human review of Results by DoorID staff, which is provided only where your Order expressly includes it; "Beta Service" means any feature or product we label beta, preview, pilot or in development; "Retention Start Date" means the date, shown in the portal for your account, from which DoorID's de-identification process applies to your Verifications; "Customer" means an individual who is the subject of one or more Verifications or driving-licence checks you make in a calendar month, identified across those checks by a matching mobile telephone number, or by a matching name and residential address together, within a rolling 31-day window; and "Australian Client" means a Client incorporated or carrying on business in Australia.

2. What the service is, and what it is not

2.1 DoorID provides live presence evidence. At your instruction an Applicant completes a short guided capture on their own device at a declared location, and the service produces a Result and an Evidence Pack showing what was captured, what was checked and how each check performed.

2.2 The service is a decision-support tool. Its output is evidence, not proof. A Result is DoorID's assessment of the evidence captured in one session, at one moment, under the conditions the Applicant's device and surroundings allowed. It does not establish that any person owns, rents, occupies or lives at a property; it does not establish identity, creditworthiness, affordability or entitlement; and it is not a know-your-customer, anti-money-laundering, customer-due-diligence, credit-reference or fraud-prevention service. You must not treat a Result as satisfying any regulatory obligation on its own.

2.3 You make the decisions. Pass means the evidence captured supports the Applicant's presence at the declared location; Refer means the evidence needs your judgement before you rely on it; Fail means the evidence contradicts the claim or the session could not be completed as required. You are solely responsible for reviewing Results and Evidence Packs, for any decision you take about an Applicant, and for how you use the output. Unless your Order includes Managed Review, DoorID does not review Results and owes you no review of any Verification.

2.4 No guarantee. Determined fraud, device tampering, collusion, spoofed location or unusual property conditions can produce a Result that does not reflect the true position. The service can produce false positives and false negatives. We do not warrant that any Result is accurate, complete or that fraud has not occurred, and you must not represent to any person that a DoorID Result certifies, guarantees or proves any fact.

2.5 Applicants. You must not make a decision that has legal or similarly significant effects on an Applicant solely on the basis of a Result without human consideration, and you must offer an Applicant who cannot or does not wish to complete a Verification a reasonable alternative route that does not by itself count against them.

2.6 Beta Services (at the date of this version: DoorID Handover) are provided as-is for evaluation, may change or be withdrawn without notice, and carry no service commitment. Products labelled in development (at the date of this version: DoorID Stock) are not available and no Order may be placed for them.

2.7 We may improve, modify or update the service, provided we do not materially reduce its core functionality during a paid term without notice.

3. Accounts, access and security

3.1 You must provide accurate company and contact details at sign-up and keep them current. Accounts are for the named Client entity only. The individual who accepts these terms, and any account owner or administrator who accepts a later version, confirms that they are authorised to bind the Client; DoorID records who accepted, when and which version. You are responsible for your users, your API keys, your webhook endpoints and everything done under them. Keep credentials confidential, enable the security features we provide, and tell us promptly of any suspected compromise.

3.2 You must be a business, and you must hold any licence, authorisation or registration the law requires for the activity in which you use the service. We may decline, suspend or close an account used for consumer purposes, for unlawful purposes, or that presents fraud, security or abuse risk.

3.3 We may set reasonable technical limits, including API rate limits, link validity periods and upload sizes, and may change them on notice.

4. Free trial

4.1 New self-serve accounts accepted by DoorID following our sign-up checks receive a one-time free trial covering the first 10 Customers (as defined in clause 1.2) your account verifies, whatever checks you run on them. When the 10th Customer has been verified, the service stops accepting new Verifications and driving-licence checks until you add a valid payment method to your account, after which clause 5 applies. The trial is for genuine evaluation; one trial per organisation; we may withdraw trial access in cases of abuse.

4.2 Trial use is subject to these terms in full, including the Data Processing Agreement and the acceptable-use rules.

5. Fees and payment

5.1 Fees are as set out in your Order. Where your Order is our published pay-as-you-go price, you are charged £2 for each Customer verified in a calendar month; that single charge covers every Verification and driving-licence check we identify as relating to that Customer within the same 31-day window, however many products you run on them and however many times a Result is reviewed — a Customer already charged in a month is never charged again for further checks or reviews within that window. The first 10 Customers your account ever verifies, once only and in total, are free. There is no minimum monthly charge and no minimum contract term on this price. If your account verifies more than 500 Customers in a calendar month, we will contact you to agree a price for the Customers above that number instead of continuing to bill them at the published rate; Customers already charged that month are not affected. Where your Order is a fixed monthly, annual or per-verification arrangement agreed with you separately, fees are charged and billed as that Order sets out instead of this clause. Verifications cancelled within one hour of creation are not charged, and Verifications that cannot be completed because of a fault in the service are not charged.

5.2 Where your Order is our published pay-as-you-go price, we do not ask for a payment card or Direct Debit at sign-up; we ask you to add one once your account's 11th Customer has been verified, not before. Where card or Direct Debit collection is enabled on your account, we collect the fees for a calendar month on the 1st day of the following month through our payment provider. If a collection attempt fails, we try again on day 3 and day 7 after the failed attempt, emailing you on each attempt; if payment is still not collected 14 days after the first failed attempt, we pause your account from starting new Verifications until the outstanding amount is paid, though Evidence Packs and reports already produced remain available to you and open reports stay open. Where we agree instead to bill you by bank transfer, clause 5.3 applies to that invoice rather than this clause.

5.3 Save where clause 5.2 applies, we invoice monthly in arrears. Invoices are payable within 14 days of the invoice date by the methods we make available to your account through our payment provider, which for self-serve accounts may be limited to payment card and may require a valid card to be held on file. Where we make bank transfer available to your account, invoices may be paid by bank transfer to the account stated on the invoice, quoting the payment reference. Fees are exclusive of VAT, GST and any similar tax, which is charged where applicable. Queries about an invoice must be raised within 14 days of its date; the undisputed part remains payable.

5.4 A monthly minimum, where your Order includes one, is a minimum commitment and not a cap: usage above any included allowance is charged at the overage rates in your Order.

5.5 We may charge statutory interest and compensation on late payment under the Late Payment of Commercial Debts (Interest) Act 1998 (or the equivalent law that applies to you), and may suspend the service where an invoice is more than 14 days overdue after notice. Suspension does not relieve you of payment.

5.6 We may change published pricing on 30 days' notice; changes take effect from your next billing period. Negotiated Orders change only by agreement.

5.7 Driving-licence checks (verifying a driving licence submitted on its own, separately from a Verification) are billed under this clause instead of clause 5.1 where your Order does not already price them as part of clause 5.1's Customer charge. They are free for the first 3 months after your account is approved. After that: while no payment card is held on your account, up to 500 driving-licence checks a month remain free and each further check in the same month is charged at 25p; once a payment card is held on your account, every driving-licence check after the free period is charged at 25p with no monthly limit. Where your Order is our 12-month plan, driving-licence checks are always free and uncapped for the life of that plan. Clause 5.6 applies to this clause in the same way as to any other published price.

6. Acceptable use

6.1 You must: (a) request a Verification only where you have a lawful basis and a genuine business need relating to that Applicant; (b) give Applicants any information the law requires before directing them to the service, including any notice required of you as controller; (c) not use the service to harass, stalk, locate, track or surveil any individual, or for any purpose unrelated to your legitimate assessment of that Applicant's application or transaction; (d) not use the service to discriminate unlawfully; (e) not probe, test, reverse-engineer, scrape, overload, interfere with or circumvent the service or its security, and not attempt to defeat or "red-team" the service except under a written agreement with us; (f) not resell, white-label, sub-license or make the service available to third parties without a written agreement; (g) not describe a Result or an Evidence Pack as a DoorID certification, guarantee or proof; (h) not use the service for Applicants under 18; and (i) comply with all applicable law, including data protection law and the rules of any regulator that applies to your business (for example the FCA in the United Kingdom or ASIC in Australia).

6.2 You warrant that information you provide about an Applicant (name, contact number, address and any reference) is accurate to the best of your knowledge and lawfully provided to us, and that you have the Applicant's consent, or another lawful basis, to send them a text message or email containing a verification link.

7. Your responsibility and indemnity

7.1 You are responsible for every decision you take, and for every representation you make, in reliance on a Result or an Evidence Pack.

7.2 You will indemnify DoorID against claims, losses, fines and reasonable costs arising from: your breach of clause 6; an unlawful or inaccurate instruction; a decision you took about an Applicant; any representation that DoorID certified, guaranteed or proved a fact; or your failure to give Applicants the notices or alternatives the law or these terms require.

8. Data protection

8.1 The Data Processing Agreement (Document 2) forms part of these terms. In summary: you are the controller of Applicant personal data processed through the service; DoorID is your processor, acting on your documented instructions. DoorID is a controller in its own right only for the account, billing, portal-usage, website and support data described in the Privacy Policy.

8.2 Verifications capture biometric data (facial images used for comparison) with the Applicant's explicit consent, collected in-session. If an Applicant declines, the Verification does not proceed and no Result is produced.

8.3 You instruct DoorID to retain and use de-identified technical data derived from Verifications — containing no name, contact detail, image, precise location or identity-document detail — to maintain, secure and improve the service, together with one-way keyed fingerprints of the Applicant's telephone number and identity-document number so that repeat or fraudulent submissions can be recognised. This data cannot identify an Applicant on its own and is not shared with other clients in a form that identifies you or any Applicant.

8.4 For Australian Clients and Applicants located in Australia, the Australian Privacy Annex in the Data Processing Agreement also applies.

9. Evidence Packs, retention and intellectual property

9.1 Your copy is the record. An Evidence Pack is delivered to you by webhook, email, the portal or the API and is available for download for 7 days after the Verification concludes. After that period DoorID no longer holds the Evidence Pack, the captured images or any identifying data for that Verification (see the Data Processing Agreement, clause 8). You are responsible for downloading, storing and protecting your copy under your own retention rules. The portal is a window on current work, not an archive: it shows each Verification's availability date, and you must not rely on it as your record. Identity-document images captured first for a later Verification remain viewable in the portal while the document is on file under clause 8.2 of the Data Processing Agreement.

9.2 DoorID retains a cryptographic fingerprint (SHA-256) of every Evidence Pack it issues, together with de-identified technical data. On request we will confirm whether a document you hold matches the pack we issued, and will provide the de-identified record for dispute or audit purposes.

9.3 All intellectual property in the service, its methods, models and software is and remains DoorID's (patent pending). You receive a non-exclusive, non-transferable licence to use the service, and to use Results and Evidence Packs for your internal risk, compliance, audit and dispute purposes relating to the Applicant concerned.

9.4 You must not alter an Evidence Pack, present an altered document as issued by DoorID, or distribute a pack beyond the people who need it for the purpose in clause 9.3. Any feedback you give us about the service may be used by us without restriction.

10. Service levels and support

10.1 We provide the service with reasonable skill and care. The service is provided without a guaranteed availability commitment unless your Order includes one. We may carry out maintenance and will try to give notice of planned downtime.

10.2 The service depends on the Applicant's device, browser, camera, location services and network, and on third-party providers. We are not responsible for a Verification that cannot be completed for those reasons, though it will not be charged where clause 5.1 applies.

10.3 Support is available through the portal and at hello@doorid.ai during United Kingdom business hours. Managed Review, where ordered, is provided to the timescales in your Order; otherwise no review by DoorID is provided or implied.

11. Liability

11.1 Nothing in these terms excludes or limits liability that cannot be excluded or limited by law, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

11.2 Subject to clause 11.1, DoorID is not liable, in contract, tort (including negligence), under statute or otherwise, for: any indirect or consequential loss; loss of profit, revenue, business, contracts, anticipated savings or goodwill; any loss arising from a decision you took in reliance on a Result or an Evidence Pack; any loss caused by fraud practised on the service by an Applicant or a third party, or by an Applicant's conduct, device or surroundings; any loss caused by a third-party provider, network or platform outside our reasonable control; or any loss arising from a Beta Service.

11.3 Subject to clauses 11.1 and 11.2, DoorID's total aggregate liability arising in any 12-month period is limited to the fees you paid to DoorID in that period or £5,000, whichever is greater.

11.4 Australian Clients. Where the Australian Consumer Law gives you guarantees that cannot be excluded, our liability for a failure to comply with such a guarantee is limited, to the extent the law allows, to supplying the services again or paying the cost of having the services supplied again. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

11.5 You acknowledge that the fees reflect this allocation of risk and that you have had the opportunity to take independent advice before accepting these terms.

12. Term, suspension and termination

12.1 These terms apply from account creation until the account is closed. Either party may terminate on 30 days' written notice. We may suspend or terminate immediately for material breach, non-payment under clause 5.2 or 5.5, unlawful use, security risk, or where continuing would expose DoorID or any Applicant to legal or regulatory risk.

12.2 On termination: outstanding fees fall due; API and portal access ends; and Applicant data is deleted or de-identified in line with the Data Processing Agreement. Clauses which by their nature survive (fees accrued, liability, indemnity, confidentiality, intellectual property, records) survive termination.

13. General

13.1 Confidentiality. Each party keeps the other's non-public information confidential and uses it only for this agreement, except where disclosure is required by law or a regulator.

13.2 Publicity. We may name you as a customer only with your consent, which you may withdraw.

13.3 Events beyond control. Neither party is liable for failure or delay caused by events beyond its reasonable control, other than payment obligations.

13.4 Assignment. You may not assign or transfer these terms without our written consent. We may assign to a successor or affiliate on notice.

13.5 Notices. Notices to you go to the email address on your account; notices to us go to hello@doorid.ai and are effective on the next business day.

13.6 Entire agreement and changes. These terms, your Order, the Data Processing Agreement and the Privacy Policy are the entire agreement between us and replace any earlier understanding. We may update these terms on 30 days' notice; material changes require re-acceptance through the portal for self-serve clients, and continued use after the notice period is acceptance for other clients. If any provision is unenforceable the remainder continues in force. A delay in enforcing a right is not a waiver. No third party has rights under these terms, and the Contracts (Rights of Third Parties) Act 1999 does not apply.

13.7 Governing law. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that: we may seek injunctive relief in any jurisdiction to protect our intellectual property or confidential information; and an Australian Client retains any non-excludable right under Australian law, including the Australian Consumer Law and the Privacy Act 1988 (Cth), which may be enforced in Australia. Before starting proceedings each party will make a good-faith attempt to resolve any dispute by discussion between senior representatives within 30 days.