Glen

TERMS OF SERVICE

Last updated September 30, 2026

AGREEMENT TO OUR LEGAL TERMS

We are Glen Technologies Limited ('Company', 'Glen', 'we', 'us', or 'our'), a company registered in England and Wales under company number 17039707, with its registered office at 66 Paul Street, London EC2A 4NA. Our VAT number is GB513939969.

We operate the website https://www.joinglen.com (the 'Site'), the web application at https://app.joinglen.com, the Glen mobile application for iOS and Android (the 'App'), and any other products and services that refer or link to these legal terms (the 'Legal Terms') (together, the 'Services').

These Legal Terms are a legally binding agreement between you and Glen Technologies Limited concerning your access to and use of the Services. IF YOU DO NOT AGREE WITH ALL OF THESE LEGAL TERMS, YOU MUST NOT USE THE SERVICES.

ELIGIBILITY

You must be at least 16 years of age to use the Services, and at least 18 years of age (or the age of legal majority where you live) to start a subscription on behalf of an organisation.

TABLE OF CONTENTS

  1. WHO THESE TERMS ARE FOR
  2. OUR SERVICES
  3. ACCOUNTS AND ACCESS
  4. SUBSCRIPTIONS AND FEES
  5. CUSTOMER DATA AND CONFIDENTIALITY
  6. CONTENT YOU POST
  7. ACCEPTABLE USE
  8. EXERCISE PROGRAMMES AND HEALTH
  9. INTELLECTUAL PROPERTY
  10. THIRD-PARTY SERVICES
  11. MOBILE APPLICATIONS AND APP STORES
  12. PRIVACY
  13. TERM, SUSPENSION AND TERMINATION
  14. DISCLAIMERS
  15. LIMITATIONS OF LIABILITY
  16. GOVERNING LAW AND DISPUTES
  17. CHANGES TO THESE TERMS
  18. CONTACT US

1. WHO THESE TERMS ARE FOR

Glen is software for senior living communities. It is sold to the organisations that operate them (each a 'Customer') and used by the people the Customer invites (each a 'User'):

  • Staff: owners, directors, managers and caregivers who run the community and record care.
  • Residents: who see the menu and activities, sign up for activities, rate their meals, and follow exercise programmes.
  • Family members: whom the Customer or a resident invites to follow a resident's day, complete paperwork and receive updates.

These Legal Terms apply to every User. Sections 4 and 5 also bind the Customer. If you start a subscription, or accept these Legal Terms at checkout, you do so on behalf of the Customer and confirm that you are authorised to bind it. Residents and their families use Glen at no charge.

2. OUR SERVICES

The Services help a community run its day: care tasks and reminders, notes and observations, assessments, meal and activity calendars, attendance, updates for residents and families, move-in paperwork and electronic signatures, staff training, exercise programmes, and reporting. We may add, change or remove features over time. We will not remove a feature that is central to a subscription without telling the Customer in advance.

Glen supports care; it does not provide it. Glen is not a healthcare provider, a medical device or an emergency service. Do not use it to call for help in an emergency. Reminders, prompts, assessments and reports are aids for trained staff. The Customer remains responsible for the care it provides, for care and clinical decisions, and for meeting its licensing, record-keeping and reporting obligations, including checking that the records it keeps in Glen meet the requirements of its state or regulator.

Automated features. Some features use automated processing, including artificial intelligence, for example to transcribe voice notes. Their output may contain errors, so check a transcript or suggestion before relying on it.

Where a Customer is a covered entity or business associate under the US Health Insurance Portability and Accountability Act (HIPAA), we maintain administrative, physical and technical safeguards appropriate to protected health information, and we will enter into a Business Associate Agreement on request.

3. ACCOUNTS AND ACCESS

The Customer decides who has access to its community in Glen and in what role. It is responsible for inviting only people who should have access, for giving each of them the right role, and for removing access promptly when it should end, including for staff who leave and for family members who should no longer see a resident's information.

You sign in with your email address, a code sent to your phone, or another method we offer. Keep your email and phone secure, do not share your account, and tell us straight away at support@joinglen.com if you think someone else has used it. Each person should have their own account.

4. SUBSCRIPTIONS AND FEES

Fees

Fees are charged per licensed bed, at the prices published on our pricing page when you subscribe. The number of licensed beds is the number you declare for your community. If it changes, tell us and we will adjust your subscription, prorating any difference. Prices exclude taxes, which are added where applicable. Payments are processed by Stripe; we do not store your card details.

Free trial

A new community receives a 14-day free trial. A payment method is required to start it, and you will not be charged before the date shown at checkout. We email you before the trial ends. If you cancel before that date, you will not be charged.

Billing, renewal and cancellation

Subscriptions run for a term of 12 months, starting on the first charge after any free trial. They are billed monthly or yearly in advance, and each term renews automatically for a further 12 months unless cancelled before the renewal date. You consent to our charging your payment method on a recurring basis without separate approval for each charge. You can cancel from the Billing page in your account. Cancellation takes effect at the end of the current term; monthly charges continue until then, after which no further charges are made. We do not refund partial billing periods or the remainder of a term.

Failed payments

If a payment fails, we retry it and notify you. If it still cannot be collected, your community's account becomes read-only until payment is made, as described in section 13.

Price changes

We may change our prices. We will give you at least 30 days' notice before a change applies to your next renewal.

Invoiced customers

If you are billed by invoice under a separate agreement with us, the payment terms of that agreement apply where they differ from this section.

5. CUSTOMER DATA AND CONFIDENTIALITY

'Customer Data' means the information the Customer and its Users put into the Services, including resident records, care notes, assessments, documents, photos and messages. As between us, the Customer owns its Customer Data.

We process Customer Data on the Customer's behalf and on its instructions, to provide, secure and support the Services. We do not sell Customer Data and do not use it for advertising. We may use de-identified, aggregated information that does not identify any person or Customer to operate, measure and improve the Services.

The Customer is responsible for the Customer Data it and its Users provide. It confirms that it has the rights, consents and authority needed for us to process that data, including to record information about residents, to share it with the family members it invites, and to post photos of residents and staff. The Customer will compensate us for claims brought by third parties that arise from Customer Data it had no right to provide.

Each of us will keep the other's non-public business information confidential, use it only for the purposes of these Legal Terms, and protect it with reasonable care. This does not apply to information that is or becomes public through no fault of the recipient, or that the law requires to be disclosed.

6. CONTENT YOU POST

When you post content, such as a photo, update, comment, rating or document, you keep any rights you have in it. You give us a worldwide, non-exclusive, royalty-free licence to host, store, copy and display it, for the purpose of providing the Services to the people you share it with. The licence ends when the content is deleted, except for copies we must keep by law or hold in backups for a limited time.

Only post content you have the right to post. Take particular care with residents: share photos of and information about a resident only where the community's policies and the wishes of the resident, or their representative, allow it. The Customer may remove content from its community, and so may we if it breaks these Legal Terms.

7. ACCEPTABLE USE

You may use the Services only for their intended purpose. You agree that you will not:

  • Look at or share information about a resident, family member or staff member that your role does not give you, or use it for anything other than their care and the life of the community.
  • Post anything unlawful, abusive, harassing or discriminatory, or that invades someone's privacy.
  • Share your account or sign in as someone else.
  • Use automated systems (spiders, robots, scrapers) to extract data or content from the Services, including exercise and training videos.
  • Copy or distribute our exercise programmes, videos or training materials outside your community.
  • Upload viruses or other harmful code, probe or break our security, or interfere with the Services.
  • Reverse engineer, decompile or disassemble the Services, or use them to build a competing product.

We may suspend a User's access if they break this section. Where it is reasonable, we will tell the Customer first.

8. EXERCISE PROGRAMMES AND HEALTH

We provide exercise programmes for the community. Residents can follow them on their own in the App, and staff can use them to lead sessions.

BEFORE YOU EXERCISE

Not medical advice: The exercise programmes are general information for older adults. They are not advice for you personally, and not a substitute for advice from your doctor, physical therapist or care team. Check with your doctor before starting any new exercise programme, especially if you have a heart condition, have recently had a fall, surgery or illness, or take medication that affects your balance or blood pressure.

Exercise safely: Clear the space around you, wear suitable shoes, and use a sturdy chair or support where an exercise calls for one. Stop straight away if you feel pain, dizziness, shortness of breath or chest discomfort, and tell a member of staff. Staff leading a session should adapt it to the residents taking part.

Automated guidance: Programmes may be put together or adjusted automatically. Follow your own judgement and your care team's advice over anything the App suggests.

Taking part is your choice: Physical activity carries some risk of injury. To the extent the law allows, you take part at your own risk. Nothing in this section limits our liability for death or personal injury caused by our negligence.

A Customer that offers our exercise programmes to its residents, whether for them to follow alone or in sessions its staff lead, remains responsible for deciding which residents they are suitable for, for the supervision its residents need, and for the staff who lead sessions.

9. INTELLECTUAL PROPERTY

We own or license the Services and everything in them other than Customer Data, including the software, designs, text, graphics, exercise programmes and videos, and training materials (the 'Content').

While the Customer's trial or subscription is active, we grant the Customer and its Users a non-exclusive, non-transferable licence to use the Services and the Content to run the Customer's community and to take part in it. The licence ends when the subscription ends, apart from the read-only access described in section 13.

If you send us feedback or suggestions, we may use them without any obligation to you.

10. THIRD-PARTY SERVICES

We use trusted providers to run the Services, including Stripe for payments, an electronic signature provider for documents, and cloud providers for hosting, email and text messages. A third-party service that we link to but do not provide is governed by that provider's own terms, and we are not responsible for it.

11. MOBILE APPLICATIONS AND APP STORES

If you use an App obtained from the Apple App Store or Google Play (the 'App Distributors'):

  • You acknowledge that these Terms are between you and us, not the App Distributors. We, not the App Distributors, are solely responsible for the App and its content.
  • The App Distributors have no obligation whatsoever to furnish any maintenance and support services with respect to the App.
  • In the event of any third-party claim that the App infringes intellectual property rights, we, not the App Distributors, will be solely responsible for the investigation, defence, and discharge of any such claim.
  • You acknowledge that the App Distributors are third-party beneficiaries of these Terms and have the right to enforce them against you.
  • You must also comply with the App Distributor's own terms of use.

12. PRIVACY

Our Privacy Policy explains how we handle personal data: https://www.joinglen.com/privacypolicy. Where we process Customer Data on a Customer's behalf, we do so as its processor (and, under HIPAA, as its business associate), and the Customer's own privacy notice to its residents, families and staff also applies.

13. TERM, SUSPENSION AND TERMINATION

These Legal Terms apply while you use the Services. A Customer's subscription runs for the terms described in section 4 and ends when cancelled as described there.

We may suspend or end access to the Services, for a User or a Customer, if they materially breach these Legal Terms, if fees remain unpaid, or if the law requires it. Where it is reasonable, we will give notice and a chance to put things right first.

When a subscription ends, or a free trial ends without one, the community's account becomes read-only: you and your team can still sign in and see everything that has been entered, but nothing new can be added.

We keep a community's data after its subscription ends, so that the Customer can come back to it or export it at any time. To request an export, contact us at support@joinglen.com. If the Customer would like its data deleted, it can ask us in writing and we will delete it, except where the law requires us to keep it.

Sections 5, 6, 9, 14, 15 and 16 continue to apply after these Legal Terms end.

14. DISCLAIMERS

We work to keep the Services available, secure and accurate, and we schedule maintenance for quiet hours where we can, but we cannot promise that the Services will be uninterrupted or error-free. Keep your own arrangements for care to continue if the Services are unavailable.

EXCEPT AS EXPRESSLY SET OUT IN THESE LEGAL TERMS, THE SERVICES ARE PROVIDED ON AN 'AS IS' AND 'AS AVAILABLE' BASIS, AND TO THE EXTENT THE LAW ALLOWS WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED.

15. LIMITATIONS OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL WE BE LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE OR DATA, ARISING FROM THE USE OF THE SERVICES. OUR TOTAL LIABILITY FOR ANY DAMAGES WILL BE LIMITED TO THE AMOUNTS THE CUSTOMER HAS PAID TO US IN THE SIX (6) MONTHS BEFORE THE CLAIM.

Nothing in these Legal Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that the law does not allow to be limited or excluded.

16. GOVERNING LAW AND DISPUTES

These Legal Terms are governed by the laws of England and Wales. If you use the Services as a consumer, for example as a resident or family member, you also keep the protection of the mandatory consumer laws of the country or state where you live.

Arbitration & Class Action Waiver (US & International): To the fullest extent permitted by applicable law, any dispute arising out of these Terms shall be resolved by binding arbitration. ALL CLAIMS MUST BE ARBITRATED ON AN INDIVIDUAL BASIS AND NOT ON A CLASS BASIS. You and we waive the right to participate in a class action lawsuit or class-wide arbitration.

17. CHANGES TO THESE TERMS

We may update these Legal Terms. When we do, we will change the date at the top, and we will give Customers at least 30 days' notice of changes that materially affect them. A material change applies to a subscription from its next renewal, unless it is needed sooner for legal or security reasons.

18. CONTACT US

Glen Technologies Limited (company number 17039707)
66 Paul Street
London EC2A 4NA
United Kingdom
support@joinglen.com
privacy@joinglen.com