Legal Information

REsustain Ltd · Registered no. 13347536 · 101 New Cavendish Street, 1st Floor South, London, United Kingdom, W1W 6XH · support@resustain.com

Last updated: 2 October 2025

Privacy Policy

This notice covers how we process personal data under UK GDPR and the Data Protection Act 2018 for portal.resustain.com.

1) Who we are & scope

Data Controller: REsustain Ltd ("we", "us", "our"). This policy applies to our Portal and related support channels.

2) Contact

Email: support@resustain.com
Post: 101 New Cavendish Street, 1st Floor South, London, W1W 6XH, United Kingdom

3) Personal data we process

Account & Profile: name, email address.
Authentication: magic-link tokens and metadata (timestamps, status). No passwords stored.
Usage & Technical: IP address, device/browser data, page events, error logs, referral/UTM—used for security, performance, and debugging (e.g., analytics/observability).
Support: messages and related metadata.
Customer-entered building data: information shown to authorised organisation users (may include stakeholder contacts if provided by Customer).

4) Purposes & legal bases

Provide the Portal (accounts, auth, features) — Contract (Art. 6(1)(b)).
Security & fraud prevention — Legitimate interests (Art. 6(1)(f)).
Performance, analytics & debugging — Legitimate interests; non-essential cookies only with Consent (Art. 6(1)(a)).
Support & service communications — Legitimate interests and/or Contract.
Legal compliance — Legal obligation (Art. 6(1)(c)).

We do not perform automated decision-making producing legal or similarly significant effects.

5) Analytics & IP addresses

We use analytics/telemetry which may capture IP and device identifiers. Where required, non-essential analytics only run after consent via the cookie banner. We use this to measure usage, improve reliability, and troubleshoot.

6) Children

The Portal is not directed to under-18s, and we do not knowingly collect their data.

7) Sharing & disclosures

Service providers / subprocessors (hosting, email delivery, analytics, logging/monitoring, support tools) under data-processing terms.
Your organisation (administrators may access account and usage information for governance and audit).
Authorities when required by law, or to protect rights, property, or safety.
Corporate transactions (merger/acquisition) subject to this notice or one of equivalent protection.

We do not sell personal data.

8) International transfers

If data is processed outside the UK/EEA, we use appropriate safeguards (e.g., UK IDTA/Addendum, EU SCCs) and additional measures where appropriate.

9) Retention

Account data: life of account; deleted/anonymised within 90 days of closure unless needed longer by law or to resolve disputes.
Auth logs: typically 12–24 months for security/audit.
Analytics: typically 14–26 months (config-dependent), then aggregated or deleted.
Support records: typically 24 months after ticket closure.
Backups: retained for limited rotating periods per disaster-recovery policy.

10) Security

We use appropriate technical and organisational measures (access controls, encryption in transit, environment segregation, logging/monitoring, vulnerability management, staff confidentiality). No system is 100% secure; we continuously improve controls proportionate to risk.

11) Your rights

You may have rights to access, rectify, erase, restrict, object, and data portability. Contact support@resustain.com. We may verify identity and respond within one month (extendable in complex cases as permitted).

Complaints: UK ICO — https://ico.org.uk/make-a-complaint/.

12) Changes

We may update this Privacy Policy and will adjust the "Last updated" date. Material changes may be notified via the Portal or email.

Cookie Policy

How we use cookies and similar technologies on the Portal.

1) What are cookies?

Small text files stored on your device. We may also use local storage, pixels, and SDKs for security, preferences, analytics, and diagnostics.

2) How we use cookies

Strictly necessary: required for login (magic-link sessions), session continuity, and security. Run without consent.
Performance & analytics (non-essential): help us understand usage and improve reliability. Run only with your consent.
Functionality: remember preferences to enhance experience.

3) Consent & control

Banner controls: choose to accept/reject non-essential cookies and change preferences later via "Cookie settings" (where available).
Browser controls: block or delete cookies in your browser. Blocking strictly necessary cookies may break sign-in/core features.
DNT: we don't currently respond to Do Not Track signals.

4) Third-party cookies

Some providers (e.g., analytics) may set their own cookies. Their use is governed by their privacy notices.

5) Changes

We may update this Cookie Policy to reflect changes in technology or law and will post updates here.

Terms of Service

These Terms govern your use of portal.resustain.com.

1) Agreement & definitions

By using the Portal, you agree to these Terms. "Customer" is the contracting entity that pays for access (if applicable). "User" is any individual authorised by a Customer to use the Portal.

2) Accounts & access

Eligibility: You must be authorised by a Customer and provide accurate information.
Authentication: Email-based magic links. Keep your email secure; you are responsible for activity under your access.
Admin controls: Customer admins may manage users and access within their organisation.

3) Service availability

Best-effort: We strive for high availability but do not guarantee uninterrupted service.
No refunds for downtime: Downtime does not entitle refunds/credits unless a separate signed SLA provides otherwise.
Maintenance: We may perform planned/emergency maintenance and will use reasonable efforts to minimise disruption.

4) Subscriptions, fees & taxes

Fees: As set out in your order/contract. Prices exclude VAT and applicable taxes.
Payment: Due per order terms; late/failure to pay may result in suspension.
Refunds: Fees are non-refundable unless required by law or expressly stated.

5) Customer data & IP

Ownership: Customer owns all rights in Customer Data (including building data) entered into the Portal.
Licence to us: Customer grants a limited, non-exclusive licence for us to host/process/transmit/display Customer Data to provide and improve the services.
Our IP: The Portal, software, and documentation (excluding Customer Data) are owned by or licensed to us. No rights granted except as expressly stated.

6) Acceptable use

No unlawful, infringing, or harmful content or activity.
No bypassing security, probing, or vulnerability testing without written permission.
No reverse engineering or copying except as permitted by law.
No interference (e.g., excessive automated requests, disallowed scraping, malware).
Comply with applicable laws, third-party rights, and export controls.

7) Confidentiality

Each party will protect the other's confidential information using at least reasonable care and use it only for the agreement's purposes, subject to standard exceptions and lawful disclosures with notice where permitted.

8) Privacy

Our processing of personal data is described in the Privacy Policy. Where we act as a processor for Customer personal data, we will process on documented instructions and maintain appropriate technical and organisational measures.

9) Third-party services

The Portal may interoperate with third-party services. We are not responsible for third-party services and make no warranties about them. Their terms apply separately.

10) Suspension

We may suspend access if required by law, for security risk, for overdue fees, or on breach of these Terms. We will restore access when the cause is resolved.

11) Term & termination

Term: Continues for the subscription term or until terminated per your order/contract.
For cause: Either party may terminate for uncured material breach after 30 days' written notice.
After termination: On request within 30 days we will make Customer Data available for export in a reasonable format; then delete/anonymise from active systems subject to backups/legal holds.

12) Warranties & disclaimers

The Service is provided "as is" and "as available". We disclaim all warranties to the fullest extent permitted by law (including merchantability, fitness for a particular purpose, non-infringement). We don't warrant that the Service will be uninterrupted, error-free, or free of harmful components.

13) Limitation of liability

Indirect damages: Not liable for indirect, incidental, special, consequential, exemplary, or punitive damages; nor for loss of profits, revenue, goodwill, or data.
Cap: Aggregate liability limited to fees paid by Customer to us for the Service in the 12 months preceding the event giving rise to the claim.
Exceptions: Nothing limits liability for fraud, fraudulent misrepresentation, death/personal injury caused by negligence, or other non-excludable liabilities.

14) Indemnity

Customer will indemnify us against losses, damages, and costs (including reasonable legal fees) arising from (a) Customer's/Users' breach of these Terms; (b) Customer Data; or (c) misuse of the Service.

15) Force majeure

Neither party is liable for delays/failures due to events beyond reasonable control (e.g., internet/hosting failures, cyberattacks, power outages, government actions, natural events), with reasonable mitigation.

16) Changes to Service or Terms

We may modify the Service or these Terms. For material changes, we will provide reasonable notice (e.g., via the Portal or email). Continued use after the effective date constitutes acceptance. If you object, stop using the Service and, if applicable, terminate per your agreement.

17) Notices

We may notify via the Portal, or email to account/billing/admin contacts. You will send notices to support@resustain.com.

18) Assignment

Neither party may assign without consent, except to an affiliate or as part of a merger/acquisition/sale of substantially all assets, provided the assignee assumes these Terms.

19) Governing law & jurisdiction

Laws of England and Wales govern. Courts of England and Wales have exclusive jurisdiction.

20) Entire agreement & severability

These Terms (with any order or signed agreement) are the entire agreement and supersede prior understandings. If any provision is unenforceable, the remainder remains effective.