Legal

Terms and Conditions

Version 1.1 · Effective April 2026

These Terms and Conditions govern access to and use of the PRISM training platform provided by PRISM Training Labs Ltd ("the Company"). By purchasing a subscription or accessing the Platform, the subscribing organisation ("Customer") agrees to be bound by this Agreement.

This Agreement is intended for business customers (B2B) and does not constitute a consumer contract. Both parties confirm they are entering this Agreement in the course of their business.

1.

Definitions

“Platform”The PRISM web-based training environment, including all simulated system sandboxes, scenario libraries, the PRISM Scoring Engine, and the Manager Dashboard.

“PRISM Scoring Engine”PRISM's proprietary artificial intelligence system used to evaluate agent performance. The underlying technology, models, architecture and scoring methodology are confidential and proprietary to the Company.

“Agent Data”Personal data relating to support agents, including names, email addresses, training scores, session records and performance analytics.

“Authorised User”Any individual employed or contracted by the Customer who is permitted to access the Platform under the Customer's subscription.

“Subscription Period”The contracted period (monthly or annual) for which the Customer has paid for access.

“Tier”The Customer's chosen subscription level: Starter, Growth, or Scale.

2.

Platform and Service

2.1 Simulated Environments

Scenario environments presented within the Platform are simulated training systems and do not represent live customer environments. All customer names, records, data and scenarios within the Platform are entirely fictional and created for training purposes only.

2.2 Pilot and Early Access

The Platform may be provided in pilot or early access form. Features, scenario content, and scoring behaviour may develop as the service evolves. PRISM will provide reasonable notice of any material changes to core functionality.

2.3 Training Purpose Only

PRISM provides training analytics and investigation capability insights only. Organisations remain solely responsible for any employment, performance management, disciplinary, or promotion decisions made using PRISM outputs. PRISM does not make automated decisions affecting individuals. All outputs are intended to support human-led training and coaching activity.

3.

Subscription Terms

3.1 Subscription Plans

PRISM offers the following subscription tiers:

Starter

Up to 15 Authorised Users, 20 scenarios, Manager Dashboard, email support

Monthly or annual

Growth

Up to 30 Authorised Users, 20 scenarios, Manager Dashboard, priority support, custom scenario add-ons

Monthly or annual

Scale

Up to 50 Authorised Users, 20 scenarios, Manager Dashboard, priority support, custom scenario add-ons

Monthly or annual

3.2 Billing and Payment

—Annual subscriptions are billed in advance for the full 12-month period.

—Monthly subscriptions are billed in advance on the same date each month.

—Invoices are due within 30 days of the invoice date.

—PRISM reserves the right to suspend access to the Platform in the event of non-payment after 14 days' written notice.

—All prices are exclusive of VAT or applicable taxes, which will be added at the prevailing rate.

3.3 Renewals and Price Changes

—Annual subscriptions renew automatically for a further 12-month period unless the Customer provides written notice of cancellation at least 30 days before the renewal date.

—Monthly subscriptions renew automatically each month unless cancelled with at least 7 days' notice before the next billing date.

—PRISM will provide at least 60 days' written notice of any price changes, which will take effect at the next renewal.

4.

Platform Access and Entitlements

4.1 What the Customer Receives

Subject to the terms of this Agreement and payment of applicable fees, PRISM grants the Customer a non-exclusive, non-transferable, limited licence to access and use the Platform during the Subscription Period. The Platform includes:

—Access to the PRISM training environment and simulated system sandboxes;

—AI-scored training scenarios relevant to the Customer's chosen Tier;

—The Manager Dashboard, enabling authorised managers to view Agent Data, track progress and generate performance reports;

—Technical support in accordance with the Customer's Tier.

4.2 User Accounts

—The Customer is responsible for creating and managing Authorised User accounts and for ensuring each user complies with this Agreement.

—Login credentials must not be shared between individuals. Each Authorised User must have their own account.

—The Customer must promptly notify PRISM of any suspected unauthorised access or security breach.

5.

Acceptable Use

5.1 Permitted Use

The Platform is licensed solely for internal training and skills development of support agents employed or contracted by the Customer. Access is strictly limited to Authorised Users within the subscribing organisation.

5.2 Prohibited Use

The Customer must not, and must ensure that Authorised Users do not:

—Share, sublicense, resell, or otherwise provide access to the Platform to any third party outside the Customer's organisation;

—Use the Platform, its scenarios, or its outputs for any commercial purpose other than internal training;

—Attempt to reverse-engineer, decompile, extract, or replicate any part of the PRISM Scoring Engine, scenario content, or scoring methodology;

—Reproduce or distribute PRISM training materials, scenarios, or reports outside the subscribing organisation;

—Enter personal customer data, confidential production data, or regulated information into scenario responses unless explicitly authorised within a customer agreement;

—Use the Platform in any manner that violates applicable laws or regulations;

—Use automated tools, bots or scripts to interact with the Platform without prior written consent.

6.

Data Protection and Privacy

6.1 Data Collected

In providing the Platform, PRISM processes the following personal data relating to Authorised Users:

—Full name and work email address;

—Training session records and PRISM Scoring Engine outputs;

—Performance analytics, progress reports and scenario completion data.

6.2 Controller and Processor

For the purposes of UK GDPR and the Data Protection Act 2018, the Customer is the data controller and PRISM acts as a data processor in respect of Agent Data. PRISM will only process Agent Data on documented instructions from the Customer and in accordance with a Data Processing Agreement ("DPA"), available on request.

6.3 Customer Obligations

Customer organisations are responsible for ensuring they have an appropriate lawful basis for providing employee data to PRISM for training and evaluation purposes, and for providing appropriate privacy notices to their agents regarding data processed through the Platform.

6.4 PRISM's Obligations

As data processor, PRISM will process Agent Data only for the purposes of providing the Platform, implement appropriate security measures, and delete or return Agent Data upon termination as directed by the Customer. Full details are set out in PRISM's Privacy Policy at prismtraininglabs.com/privacy.

7.

Intellectual Property

7.1 PRISM's Intellectual Property

All intellectual property rights in and to the Platform — including the PRISM methodology, all training scenarios, simulated environments, the PRISM Scoring Engine, and the Manager Dashboard — are and shall remain the exclusive property of PRISM Training Labs Ltd.

The PRISM investigation framework, scoring methodology, scenario structures, and dimension model are the proprietary intellectual property of PRISM Training Labs Ltd and may not be replicated, adapted or distributed without prior written consent.

7.2 No Disclosure of AI Technology

The PRISM Scoring Engine is proprietary and confidential. PRISM does not disclose the underlying technology, architecture, model type, weighting criteria, or scoring logic to Customers, Authorised Users or any third parties.

7.3 Customer Data

The Customer retains ownership of all data it uploads to the Platform. The Customer grants PRISM a limited licence to process such data solely for the purpose of providing the Platform.

8.

Liability and Disclaimers

Important: The Platform is a training tool only. PRISM Scoring Engine outputs and performance reports are designed to support skills development and are not intended to be used as the sole or primary basis for employment decisions, including recruitment, promotion, performance management, disciplinary proceedings or dismissal.

8.1 No Liability for Employment Decisions

PRISM expressly excludes all liability for any employment decisions made by the Customer, its managers, or its HR function, whether or not informed by data or scores generated by the Platform. The Customer acknowledges that it retains full responsibility for all employment decisions and that PRISM scores and outputs are advisory in nature only.

8.2 Limitation of Liability

—To the maximum extent permitted by applicable law, PRISM's total aggregate liability to the Customer shall not exceed the total fees paid by the Customer in the 12 months preceding the event giving rise to the claim.

—PRISM shall not be liable for any indirect, consequential, incidental, special or punitive damages, including loss of profits, loss of revenue, loss of data, or loss of business opportunity.

—Nothing in this Agreement limits either party's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

8.3 Disclaimer of Warranties

The Platform is provided "as is" and "as available". PRISM does not warrant that the Platform will be error-free, uninterrupted, or that PRISM Scoring Engine outputs will achieve any particular outcome or accuracy level.

9.

Cancellation and Refund Policy

9.1 Cancellation by the Customer

—Monthly subscribers may cancel at any time with at least 7 days' written notice before the next billing date. No refund will be issued for the current billing month.

—Annual subscribers may cancel with at least 30 days' written notice before the renewal date. No refund will be issued for any portion of a prepaid annual term that has already commenced, except as set out in clause 9.2.

9.2 Refunds

—PRISM does not offer pro-rata refunds for unused portions of a subscription period, except where the Customer cancels within 14 days of the start of their first Subscription Period and has not made material use of the Platform.

—Where PRISM is in material breach of this Agreement and fails to remedy such breach within 30 days of written notice, the Customer may terminate with immediate effect and will be entitled to a pro-rata refund of prepaid fees for the unused remainder of the Subscription Period.

9.3 Cancellation by PRISM

PRISM may terminate this Agreement with 30 days' written notice, providing a pro-rata refund for any prepaid fees covering the period after termination. PRISM may terminate with immediate effect in cases of material breach by the Customer or non-payment.

10.

Confidentiality

Each party agrees to keep confidential all non-public information disclosed by the other party in connection with this Agreement. The Customer acknowledges that the PRISM Scoring Engine, scenario content, methodology, and pricing terms are confidential information of PRISM and may not be disclosed to third parties without PRISM's prior written consent.

11.

General Terms

11.1 Governing Law

This Agreement is governed by and construed in accordance with the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales for the resolution of any disputes.

11.2 Amendments

PRISM reserves the right to update these Terms and Conditions. Material changes will be notified to the Customer in writing with at least 30 days' notice. Continued use of the Platform following such notice constitutes acceptance of the revised terms.

11.3 Severability

If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

11.4 Assignment

The Customer may not assign or transfer its rights or obligations under this Agreement without PRISM's prior written consent. PRISM may assign this Agreement in connection with a merger, acquisition or sale of substantially all of its assets.

Contact & Queries

For questions regarding these Terms and Conditions or your subscription:

GENERAL: legal@prismtraininglabs.com

DATA PROTECTION: privacy@prismtraininglabs.com

Version 1.1 · April 2026 · The most current version will always be available at prismtraininglabs.com/terms

Terms and Conditions

Version 1.1 · Effective April 2026

This Agreement is intended for business customers (B2B) and does not constitute a consumer contract. Both parties confirm they are entering this Agreement in the course of their business.