Terms of service

Noodell Flow: terms of service

Version 1.0, effective 13 October 2026.

These terms are the contract between Noodell and the business that uses Flow. They apply whether or not you pay. The Data Processing Agreement (Schedule 2) and the Acceptable Use Policy (Schedule 1) form part of them. How we handle personal data for our own purposes is in the Privacy Notice.

1. Who we are and who you are

1.1We are Noodell Ltd, a company registered in Scotland with company number SC898178, whose registered office is at 199 Clarkston Road, Glasgow, G44 3BS ("Noodell", "we", "us", "our"). You can reach us at whatsup@noodell.com.

1.2You are the business, company or other organisation that opens a Flow account, as named when the account is opened or as later shown in the account's settings ("you", "your", "the Customer"). You are the Customer from the moment the account is opened, whether you use the free first process or pay for a subscription. Paying is not what makes you a party to these terms; opening the account is.

1.3The person who opens the account, ticks the box agreeing to these terms or pays for a subscription confirms that they are authorised to accept these terms on the Customer's behalf.

1.4Flow is for businesses. You confirm that you are using Flow for the purposes of your trade, business or profession and not as a consumer.

2. Definitions

In these terms:

• Account: your Flow workspace, including everything stored in it.
• Admin: the one person on your Account who can invite and remove people, manage the subscription and see the bill. The Admin role can be handed to someone else.
• Member: a person on your Account who maps processes but does not manage people or billing.
• Seat: the Admin or a Member, whether invited or active. People reached only by a Job Link do not hold a Seat.
• Job Link: an emailed link that lets one person see and update one job, without an Account or a Seat (clause 8).
• Process: a business process mapped in Flow, identified by the process it was created as, whatever it is later renamed to.
• Free Process: the first Process your Account works on (clause 4).
• Report: the written analysis of a Process prepared by the Noodell team and delivered to you.
• Build: any implementation, automation, integration or other work we carry out for you that is not part of the Service, quoted separately.
• Service: Flow, the hosted service for mapping, costing and improving business processes, together with the Noodell team's analysis and Reports and the chasing emails described in clause 9.
• Your Content: everything you, your people and your Link Holders put into the Service, and everything the Service generates from it that is specific to your business, including maps, figures, notes, Recordings, transcripts, jobs and Reports.
• Recording: an audio recording, live audio stream or transcript of a conversation made or imported through the Service.
• Link Holder: anyone using a Job Link.
• Data Protection Law: the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, each as amended or replaced.

3. What Flow is

3.1Flow lets your team map how a process runs today: who does each step, how long it takes, what it waits on, what it costs and where it goes wrong. It can listen to a conversation, in a room or on a call, and turn what is said into a map.

3.2The Noodell team analyses every process you map. When a map is ready, the Noodell team reviews it, works out where time and money are being lost and what could be done about it, and sends you a Report. This is part of the Service and is included in the subscription fee. It is not quoted or charged separately.

3.3Flow then helps you act on the Report. Jobs agreed from it can be given to named people inside or outside your business, who are reminded by email until each job is done or dropped (clauses 8 and 9).

3.4Builds are not part of the Service. If you want us to build something the Report recommends, we will quote for it separately, at a fixed price, in writing (clause 6).

3.5We may improve and change the Service. We will not make a change during a period you have paid for that materially reduces what the Service does for you, unless clause 25 applies.

4. The free first process

4.1Your first process is free. A new Account may map one Process without paying, and that Process runs exactly as a paid one does. It includes:

(a) mapping the Process in full, including the live call, Recordings and transcripts;

(b) the Noodell team's analysis of the Process and a Report on it; and

(c) the jobs and chasing that follow from it.

4.2There is no end date and no card is taken. The free Process is not a trial and does not expire. You keep full access to it, including after its Report has been delivered, for as long as your Account is open.

4.3One Seat. While you are on the free Process your Account has one Seat. Adding a second person who maps needs a subscription. People reached only by Job Links never need a Seat (clause 8).

4.4Which process is the free one. The Free Process is the first Process your Account creates, saves, records, imports a transcript into or otherwise works on. Once chosen it cannot be swapped: renaming it is fine, but deleting it does not free the slot for another Process.

4.5A second process needs a subscription. Mapping, recording or saving a second Process requires a subscription (clause 5). Nothing you already have is hidden or removed if you choose not to subscribe.

4.6The free Process is offered once per organisation. We may decline a sign-up, for example where an organisation has already had one, and we stand each new Account up by hand.

4.7Feedback. After your free Process's Report is delivered we will ask the people with a Seat a few short questions: whether you plan to keep using Flow, some ratings out of 10 and an optional comment. Answering is optional. The Noodell team reads every answer. How we use feedback is in the Privacy Notice.

4.8If no one has signed in to a free Account for 12 months, we may close it by giving the Admin at least 30 days' notice by email. You can export your Content during that notice period, and clause 19 then applies.

5. The subscription

5.1Price. The subscription is £595 a month, which includes one Seat, plus £40 a month for each additional Seat. Prices exclude VAT, which we will add where it is chargeable.

5.2What it includes. Unlimited Processes, the Noodell team's analysis of each Process you map and a Report on it, the slicer board, Job Links and the chasing emails, and access for each person with a Seat.

5.3Payment. The subscription is billed monthly in advance by card through our payment provider, Stripe. We do not see or store your card details. When you add a Seat part way through a month, the charge for the rest of that month is added to your next invoice; when you remove one, the reduction applies from your next invoice.

5.4Monthly, cancel any month. There is no minimum term. You may cancel at any time from the Account or by emailing us, and the cancellation takes effect at the end of the month you have paid for. We do not refund part months except where these terms say so.

5.5When a Report arrives, and fair use of the Noodell team's time. Our target is to deliver each Report into your Account within 5 working days of the map reaching the Noodell team. A map reaches us when it is finished: Flow shows the date the Report is due by once it has. Working days are Monday to Friday, excluding bank holidays in Scotland. This is a target, not a guarantee: missing it is not a breach of these terms and does not entitle you to a refund, credit or other remedy, though we will tell you if a Report is running late. If you map more Processes at once than we can reasonably analyse in that time, we will tell you and agree an order with you.

5.6Allowances. The talking features (clause 10) and transcription have monthly usage allowances, set well above normal use, to protect against runaway costs. If one is reached the feature pauses until the next month or until we raise it; mapping by hand carries on working.

5.7Price changes. We may change the subscription price by giving the Admin at least 60 days' notice by email. The change takes effect from the first billing date after the notice ends. If you do not accept it, you may cancel before it takes effect.

5.8If a payment fails you keep full access for 7 days while payment is retried. After that the Account becomes read only until payment is made or the subscription ends (clause 19).

6. Builds

6.1A Build is quoted separately, at a fixed price, in a written quote that describes what will be delivered. The quote, once you accept it in writing, forms a separate contract for that Build on these terms. Where the quote and these terms conflict, the quote wins for that Build.

6.2Unless the quote says otherwise, Builds are invoiced as set out in the quote and invoices are payable within 14 days.

6.3Unless the quote says otherwise, once you have paid for a Build in full you receive a perpetual, non-exclusive, royalty-free licence to use, copy and modify it for your own business. We keep ownership of our pre-existing tools, code, templates and know-how, and may reuse general techniques we learn. Third-party software or services a Build relies on are used under their own terms and paid for by you unless the quote says otherwise.

6.4What you see before you say yes. Before you accept a quote we may build part of the Build, usually the screens, and write down what the rest needs, so you can see what you would be buying. That preview is not a finished Build and is not warranted. It stays ours, and you may not use it in your business, unless and until you accept the quote and pay for the Build. The rest of the Build may be completed by us or by a subcontractor working to that written description (clause 26.2).

7. Named people and seats

7.1Everyone who maps has their own sign-in. The Admin invites people by email. Each person signs in with a link emailed to their own address. A sign-in link works once and expires after 15 minutes; an invitation link works once and expires after 7 days. The Admin may also have an Account password.

7.2Because each person signs in as themselves, your Account's activity log records which person did what.

7.3You are responsible for:

(a) inviting only people you are entitled to give access to;

(b) keeping the email accounts used to sign in secure, because access to an inbox is access to Flow;

(c) removing people promptly when they leave or no longer need access; and

(d) everything done under your Account by people you invite.

7.4Tell us at once at whatsup@noodell.com if you think someone has gained access who should not have.

7.5Seats are counted as the Admin plus every Member, whether invited or active. The Admin can see the Seats and the bill in the Account at any time.

8. Job links for people without a seat

8.1You can give a job to anyone, inside or outside your business, by name and email address. They receive a Job Link. A Link Holder never needs a Seat and you are never charged for them.

8.2A Job Link lets the person see and update that one job only: mark it done, or say what is holding it up. It does not show your maps, other jobs, Reports or bill.

8.3A Job Link lasts up to 30 days and stops working sooner if the job is finished, dropped or given to someone else. A new link is sent with each reminder, so a person still being chased always has one that works.

8.4Anyone holding a Job Link can act on that job, so a forwarded link can be used by whoever receives it. Each action through a Job Link is logged.

8.5Link Holders are not parties to these terms. You are responsible for the people you give jobs to and for their use of Job Links.

9. Chasing emails

9.1You instruct us to send them. When you, or the Noodell team on your behalf, give a job to a person, you instruct us to email that person about it: an email telling them about the job (with a calendar invitation), then reminders on a schedule until the job is done or dropped. From the seventh day the person accountable on your side is copied in, and reminders then continue weekly. Telling us what is holding a job up pauses reminders for three working days. Reminders may include a rough figure for what the delay is costing, worded as an estimate.

9.2You warrant that for every person you give a job to:

(a) you are entitled to give us their name and email address and to have us email them about that job;

(b) they are your employee, worker or contractor, or someone you have a genuine business reason to involve in the job; and

(c) you have told them, or will tell them before the first email, that they may be contacted about the job through Flow.

9.3Chasing emails are messages about work you have asked to be done. They are not marketing, and we will never use the addresses for marketing.

9.4You can stop the emails to anyone at any time by finishing, dropping or reassigning the job. If we receive a complaint from a recipient, or have reason to believe emails are unwanted, we may pause reminders to that person and tell you.

10. Recordings, transcripts and consent

10.1Flow can record a conversation in a room, record a call from your browser, listen to a live call, send a meeting bot into an online meeting to transcribe it, and import a transcript you already have.

10.2You must tell everyone. Before you record, stream or transcribe any conversation, or send the meeting bot into a meeting, you must tell everyone taking part, including people outside your business, that it is being recorded, why, and where they can find information about how their data is used. Where the law or your own policies require consent, you must obtain it. You must not record anyone who objects.

10.3Flow asks you to confirm this before every recording or stream, and keeps a record of who confirmed it and when. That confirmation is your statement to us that clause 10.2 has been complied with.

10.4The meeting bot joins the meeting as a visible participant under a name that makes clear it is a notetaker. It is provided through our sub-processor Recall.ai and is used only when you choose to send it. Some organisations block external bots; that is for them to decide.

10.5How long recordings are kept. Audio recordings, and the raw output of the transcription service, are deleted automatically 30 days after upload. The finished transcript is kept with the Process it belongs to, as the evidence behind the map, until the Process or your Account is deleted.

10.6Browser speech recognition. The "Chat away" feature uses your web browser's own speech recognition. Depending on your browser, your browser's provider (for example Google, in Chrome) may process that audio on its own servers under its own terms, not ours. If that is not acceptable to you, do not use that feature.

10.7Flow does not identify people by their voice. Speakers are separated within one recording and named by a person. You must not use the Service to create voiceprints or other biometric data.

11. Estimates and figures

11.1Flow's figures are estimates. Every cost, saving, time and payback figure the Service or the Noodell team produces is calculated from the information you and your people provide: who does each step, how long it takes, how often it runs and what people cost. The figures are only as reliable as that information and rest on assumptions, which the Service and the Report state. Where information is missing, the figure is labelled as an estimate.

11.2Not advice. The Service and the Reports are decision support. They are not financial, accounting, tax, legal, employment or investment advice, and are not a valuation or a forecast. You are responsible for checking the figures before relying on them and for decisions you take. Take professional advice where it matters.

11.3We do not promise that any saving shown will be achieved.

12. Who owns what

12.1Your Content is yours. We claim no ownership of it.

12.2You grant us a non-exclusive licence to host, copy, process and display Your Content only as needed to provide the Service to you, to analyse your Processes and prepare Reports, to send the chasing emails, and as the Data Processing Agreement allows.

12.3Flow is ours. We own the Service and everything in it, including the software, the rules, calculations, prompts and analysis methods, the design and our know-how, and all intellectual property in them. Nothing in these terms transfers any of it to you.

12.4Anonymised statistics. We may create aggregated statistics from use of the Service, such as the typical number of steps in a quoting process, to improve the Service and to publish general benchmarks. They will never identify you, any individual, or your clients, customers or suppliers, and cannot reasonably be used to do so. If you would prefer your data is not included, email us and we will exclude it.

13. Your licence to use Reports

13.1When it is granted. For the Report on your Free Process, the licence below is granted when the Report is delivered. For any other Report, it is granted when the subscription fees for the month in which the Report is delivered have been paid.

13.2What it covers. A perpetual, non-exclusive, royalty-free licence to use, copy and adapt the Report within your own organisation for your own business purposes, including sharing it in confidence with your professional advisers, funders, grant bodies and anyone you engage to carry out its recommendations. The licence survives the end of these terms.

13.3You may not publish a Report, or present it as an endorsement by Noodell, without our written agreement. The methods, templates and know-how used to produce Reports remain ours.

14. Acceptable use

14.1You must use the Service in line with the Acceptable Use Policy in Schedule 1, and make sure everyone using your Account and every Link Holder does too.

15. Availability and support

15.1We provide the Service with reasonable care and skill.

15.2There is no service level agreement. We aim to keep the Service available and to give notice of planned maintenance where we reasonably can, but we do not guarantee uninterrupted availability and do not offer service credits.

15.3Support is by email at whatsup@noodell.com.

15.4The Noodell team can look inside your Account, and you will know. Analysing your Processes and giving support means reading your Account. Each visit by the Noodell team is limited to your Account, lasts no more than one hour, needs a reason to be recorded, shows a banner on screen while it is happening, and appears in your Account's own access log, which you can read at any time. Clause 3.2 of the Data Processing Agreement records your instruction for this.

16. Confidentiality

16.1Each party will keep the other's confidential information confidential, use it only for the purposes of these terms and disclose it only to people who need it for those purposes and are bound by a similar duty, including, for us, our sub-processors.

16.2This does not apply to information that is or becomes public other than through a breach of these terms, that the receiving party already had or develops independently, or that must be disclosed by law, a court or a regulator. In the last case, the receiving party will tell the other first where it lawfully can.

16.3This clause continues for 5 years after these terms end, and for as long as the information remains a trade secret.

17. Data protection

17.1Each party will comply with Data Protection Law.

17.2For personal data in Your Content, you are the controller and we are your processor. The Data Processing Agreement in Schedule 2 governs that processing and prevails over these terms on any data protection matter.

17.3For your people's account details, billing information, support correspondence and feedback, we are a controller and the Privacy Notice applies.

18. Suspension

18.1We may suspend access to the Service, in whole or in part, if:

(a) we reasonably believe the Account is being used in breach of the Acceptable Use Policy or clause 10.2;

(b) suspension is needed to deal with a security threat to the Service, to you or to other customers;

(c) payment is overdue as described in clause 5.8; or

(d) we are required to by law or by a regulator.

18.2Where we can, we will tell the Admin before suspending, and in every case we will tell you why as soon as we reasonably can. We will keep any suspension as narrow and as short as the reason allows, and lift it once the reason has been dealt with. Suspension does not delete Your Content.

19. When the subscription or the Account ends

19.1What happens, and when.

19.2Getting your data out. You can export your maps and Reports through the Service while you have full or read-only access. On request at any time up to the deletion date in clause 19.3, we will also send you a complete copy of Your Content in a machine-readable format within 14 days, free of charge.

19.3Deletion. We keep Your Content after the Account is locked so that you can come back to it. We will delete it:

(a) within 30 days of a written request from the Admin, at any time; or

(b) otherwise, 12 months after the end of your last paid month (or, for a free Account, 12 months after it is closed), within a further 30 days.

Backups are overwritten on a 35-day cycle and are deleted then. Recordings are deleted after 30 days whatever the state of the Account (clause 10.5). The Data Processing Agreement (clause 8) has the detail.

19.4Feedback, billing records and anything else we hold as a controller are kept as the Privacy Notice says.

20. Ending these terms

20.1You may end these terms at any time by cancelling your subscription (if you have one) and asking us to close the Account.

20.2We may end these terms, or the free Process, by giving the Admin at least 30 days' notice by email. If you have paid for any period after the end date, we will refund it.

20.3Either party may end these terms immediately by written notice if the other commits a material breach that is not put right within 14 days of being asked to in writing, or if the other becomes insolvent, enters administration or liquidation, is sequestrated, or stops trading.

20.4Clause 19 applies whenever these terms end. Clauses 11, 12, 13, 16, 19, 21, 22 and 26, and anything else intended to, continue after these terms end.

21. Promises each party makes

21.1You promise that:

(a) you have the right to put Your Content into the Service and to let us use it as these terms describe;

(b) you have given every notice and obtained every consent the law requires for the personal data in Your Content, for the chasing emails (clause 9) and for Recordings (clause 10); and

(c) Your Content and your use of the Service will not break the law or infringe anyone's rights.

21.2You will compensate us for losses, costs and claims we suffer because a third party claims that Your Content, or your use of the Service in breach of these terms, infringes their rights or the law, including claims by people you gave jobs to or recorded without telling them.

21.3Except as these terms expressly say, all warranties, conditions and other terms implied by statute or common law are excluded to the fullest extent the law allows.

22. Liability

22.1What is never limited. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

22.2Losses neither party is liable for. Subject to clause 22.1, neither party is liable to the other, whether in contract, delict (including negligence), breach of statutory duty or otherwise, for:

(a) loss of profit, revenue, savings or anticipated savings, business, goodwill or opportunity; or

(b) any indirect or consequential loss.

22.3Our total liability. Subject to clauses 22.1 and 22.2, our total liability to you arising out of or in connection with these terms, the Service, the Reports and any Build, in any 12-month period, whether in contract, delict (including negligence), breach of statutory duty or otherwise, is limited to:

(a) if you have paid us fees: the greater of the total fees you paid or were due to pay us in the 12 months before the event giving rise to the claim, and £1,000; or

(b) if you have only used the free Process: £100.

22.4Clause 22.3 does not limit your obligation to pay fees due, or your liability under clause 21.2.

22.5Each party must take reasonable steps to limit any loss it suffers.

23. Events outside our control

Neither party is liable for delay or failure caused by events beyond its reasonable control, such as a failure of a hosting or communications provider, a cyber attack despite reasonable precautions, fire, flood, pandemic or government action. The affected party will tell the other and do what it reasonably can to limit the effect. This clause does not excuse late payment.

24. Notices

24.1We will send notices to the Admin's email address. You may send notices to whatsup@noodell.com. A notice by email is received when sent, unless the sender receives a delivery failure.

24.2Notices of a claim or of breach may also be sent by post to the other party's registered office or principal place of business.

25. Changes to these terms

25.1We may change these terms. For a change that materially affects you, we will email the Admin at least 30 days before it takes effect, saying what is changing.

25.2If you do not accept a change, you may cancel before it takes effect and we will refund any fees paid for the period after it. Otherwise the change applies from the date stated.

25.3We may make a change sooner where the law requires it, or where it is needed to add a sub-processor in an emergency (the Data Processing Agreement says how), or where it does not disadvantage you, such as correcting a typo or describing a new feature.

25.4The version in force, with its date, is always at noodell.com/flow/legal/.

26. General

26.1Assignment. You may not transfer these terms without our written consent. We may transfer them to a successor to all or substantially all of our business, and will tell you if we do.

26.2Subcontracting. We may use subcontractors and sub-processors, and are responsible for them as if their acts were ours.

26.3Entire agreement. These terms, their schedules and any accepted quote for a Build are the whole agreement between us and replace anything said or written before. Neither party relies on any statement not set out in them. This does not limit liability for fraudulent misrepresentation.

26.4Order of precedence. If documents conflict: the Data Processing Agreement wins on data protection; an accepted quote wins for its Build; then these terms; then the Acceptable Use Policy.

26.5No partnership. Nothing in these terms creates a partnership, joint venture, agency or employment relationship.

26.6Third parties. No one other than the parties has any right to enforce these terms, under the Contract (Third Party Rights) (Scotland) Act 2017 or otherwise.

26.7Severance. If any part of these terms is found unenforceable, the rest continues in force, and the part concerned applies to the greatest extent it lawfully can.

26.8Waiver. Not enforcing a right straight away does not waive it.

26.9Governing law and courts. These terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), are governed by the law of Scotland. The courts of Scotland have exclusive jurisdiction.

Schedule 1: Acceptable Use Policy

Schedule 2: Data Processing Agreement

Noodell Flow: acceptable use policy

Schedule 1 to the terms of service. Version 1.0, effective 13 October 2026.

This policy applies to everyone who uses Flow: the Customer, everyone with a Seat, and anyone using a Job Link. Words with capitals mean what the terms of service say they mean.

1. Do not misuse the people features

1.1Do not give a job, or send a chasing email, to anyone you have no genuine business reason to involve, or use jobs to harass, pressure or embarrass anyone.

1.2Do not record, stream or transcribe a conversation, or send the meeting bot into a meeting, without telling everyone taking part first (terms, clause 10.2). Do not record anyone who objects.

1.3Do not use Flow to monitor, score or discipline an individual employee's performance. Flow measures processes. Where a map names people, use it to improve the process, and remember that times and rework attributed to a named person are personal data about them. You can map with roles instead of names.

2. Do not put in data Flow is not built for

2.1Do not enter special category data (health, ethnicity, religion, politics, trade union membership, sex life or sexual orientation, genetic or biometric data) or data about criminal convictions or offences.

2.2Do not enter payment card numbers, bank account credentials, passwords or government identity numbers.

2.3Do not use Flow to create voiceprints or identify people by their voice.

3. Do not attack or copy the Service

3.1Do not try to access another customer's data, another Account, or any part of the Service you have not been given access to.

3.2Do not probe, scan or test the Service for vulnerabilities, or try to get round any limit, allowance or security control, without our written permission. If you find a security problem, tell us at whatsup@noodell.com and we will thank you.

3.3Do not copy, decompile or reverse engineer the Service, or try to extract the rules, prompts, calculations or analysis methods behind it.

3.4Do not overload the Service, use automated scripts to access it other than through features we provide, or use it to send bulk or unsolicited email.

4. Do not resell it

4.1Do not resell or sublicense the Service, or use it to provide process mapping or consultancy services to third parties, without our written agreement.

4.2Do not share sign-in links or Account passwords, or let several people use one Seat.

5. Stay within the law

5.1Do not use the Service for anything unlawful, fraudulent or harmful, or to store or send content that is defamatory, discriminatory, obscene or infringes anyone's rights.

6. If this policy is broken

We may remove content, pause chasing emails, or suspend access as the terms of service (clause 18) describe, and we will tell you why. Serious or repeated breaches are a material breach of the terms.