Stitchwork service terms and conditions

Last updated: 5 August 2026

These terms and conditions are between:

Stitchwork Labs Ltd, a company registered in England and Wales with company number 17303346 and registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (the Supplier); and

the person, company or other organisation that accepts these terms (the Customer).

The Supplier’s email address is hello@stitchwork.ing.

1. Acceptance of these terms

Please read these terms carefully before creating an account or using the Stitchwork service.

By checking the box to accept these terms, you agree to be bound by them.
If you do not agree to these terms, please do not create an account or use the Stitchwork service.

These terms apply where the Stitchwork service is used for business or professional purposes.

If the Customer accepts these terms on behalf of a company or other organisation, the Customer confirms that the person accepting them has authority to do so on its behalf.

2. Defined Terms

In this agreement, the following terms have the following meanings:

Customer Information means all data and documentation supplied by the Customer to the Supplier, including research data uploaded to Stitchwork, and data generated from it through the Services on the Customer’s behalf.

Fee means any fee payable by the Customer for the Services, as made clear to or otherwise agreed with the Customer in accordance with clause 4.

Services means the provision of Stitchwork, an online service for analysing qualitative research data, including AI-assisted processing and any related functionality made available by the Supplier.
For the purposes of this agreement, “writing” and “written” include email.

3. Term and right to use Stitchwork

This agreement shall commence when the Customer accepts these terms and shall continue until terminated in accordance with this agreement.
The Supplier gives the Customer a non-exclusive, non-transferable right to use Stitchwork, including any updates, supporting materials and related services it provides, for the Customer’s business or professional purposes while this agreement remains in force.

4. Fee

Where a Fee applies, the Customer shall pay the Fee to the Supplier in consideration for the Services in accordance with this clause.
The Fee and any applicable payment terms shall be those shown to the Customer or otherwise agreed with the Customer before the Customer starts the relevant paid use of the Services.
The Supplier may offer the Services free of charge or on a trial basis for a period determined by the Supplier.
The Supplier shall not charge the Customer unless the applicable Fee has been made clear to the Customer in advance.
Where the Customer does not pay an amount due under this agreement on time, the Supplier may suspend the Services until payment is made in full.

5. Supplier Obligations

The Supplier shall supply the Services to the Customer in accordance with this agreement.
The Supplier shall perform the Services with reasonable care and skill.
The Supplier shall comply with all applicable laws.
The Services are currently in a beta stage of development. The Supplier may make changes to the Services and does not guarantee that the Services will always be available, uninterrupted or free from errors.
The Supplier shall not be in breach of this agreement or liable for any delay or failure to provide the Services caused by circumstances beyond its reasonable control.

6. Customer Obligations

The Customer shall co-operate with the Supplier, including ensuring prompt provision of any information or documentation reasonably requested by the Supplier to enable it to provide the Services.
The Customer shall ensure that any account information it provides to the Supplier is complete and accurate.
The Customer shall comply with all applicable laws.
The Customer shall keep its account details secure, shall be responsible for activity carried out through its account, and shall promptly notify the Supplier if it knows or suspects that its account or login details have been compromised.
The Customer shall ensure that it has all rights, permissions and lawful bases necessary to provide Customer Information to the Supplier and to instruct the Supplier to process it in accordance with this agreement.
The Customer shall not:
1. use the Services for any unlawful purpose;
2. attempt to gain unauthorised access to the Services, another user’s account or data, or the Supplier’s systems;
3. interfere with the security or operation of the Services; or
4. introduce malicious software or other harmful material into the Services.

7. Customer Information and Intellectual Property

The Customer retains all rights it has in the Customer Information.
The Customer permits the Supplier to host, copy, process and otherwise use the Customer Information to the extent necessary to provide the Services and comply with this agreement.
The Supplier shall not use Customer Information to train AI models.
The Supplier retains all rights in Stitchwork and the software, technology, design and materials used to provide the Services.
The Supplier does not acquire ownership of the Customer Information.
The Customer may use analysis and other outputs generated for it through the Services for its business or professional purposes.
The Services may generate analysis or other outputs using AI. These outputs may be inaccurate, and the Customer is responsible for reviewing them before relying on or using them.

8. Privacy

The Supplier’s Privacy Notice explains:

what personal data the Supplier collects;
how the Supplier uses it; and
the rights of individuals whose personal data the Supplier processes.

Where the Supplier processes personal data contained in Customer Information on behalf of the Customer, clause 9 also applies.

9. Data Protection

Where the Supplier processes personal data contained in Customer Information on behalf of the Customer, the Customer shall normally be the controller and the Supplier shall be the processor.
The processing shall consist of hosting, storing and analysing Customer Information, including AI-assisted processing, for the purpose of providing the Services. It shall continue while this agreement remains in force and for any period reasonably necessary afterwards to return or delete the data.
The personal data processed may include identifiers, demographic information, opinions, experiences, behaviours, research responses, special category personal data and other information contained in research materials uploaded by the Customer. The people whose personal data is processed may include research participants and other people referred to in Customer Information.
The Customer determines the purposes of the processing and is responsible for ensuring that its collection and use of the personal data complies with applicable data protection law.
The Supplier shall:
1. process the personal data only on the Customer’s documented instructions. The Customer instructs the Supplier to process the personal data as necessary to provide the Services under this agreement, including with regard to any transfers of personal data outside the UK required for that purpose. Where the Supplier is required by law to process personal data other than on the Customer’s instructions, it shall inform the Customer before doing so unless the law prohibits this;
2. inform the Customer if, in the Supplier’s opinion, an instruction infringes applicable data protection law;
3. ensure that persons authorised to process the personal data are subject to appropriate confidentiality obligations;
4. implement appropriate technical and organisational measures to protect the personal data;
5. taking into account the nature of the processing, provide reasonable assistance to the Customer in responding to requests from people exercising their data protection rights;
6. provide reasonable assistance to the Customer with its obligations relating to security, personal data breaches, data protection impact assessments and consultation with supervisory authorities, taking into account the nature of the processing and information available to the Supplier;
7. notify the Customer without undue delay if the Supplier becomes aware of a personal data breach affecting Customer Information;
8. at the end of the processing, at the Customer’s choice, delete or return the personal data and delete existing copies, unless the Supplier is required by law to retain it. Where immediate deletion from backups is not reasonably practicable, those copies may remain until the Supplier’s normal deletion cycle provided that they are put beyond use and remain appropriately protected;
9. provide information reasonably necessary to demonstrate compliance with this clause and allow and contribute to reasonable audits or inspections carried out by the Customer or an auditor appointed by the Customer.
The Customer gives the Supplier general written authorisation to appoint subprocessors where necessary to provide the Services.
The Supplier shall:
1. ensure that any subprocessor which processes Customer Information is subject to data protection obligations equivalent to those applying to the Supplier under this agreement;
2. remain responsible to the Customer for the subprocessor’s performance of those obligations; and
3. inform the Customer of any intended addition or replacement of a subprocessor which processes Customer Information, giving the Customer an opportunity to object on reasonable data protection grounds.
Research data uploaded by the Customer is stored on hosting infrastructure in the European Union. AI processing of that research data takes place within the European Union.
Where personal data is transferred outside the UK, the Supplier shall ensure that the transfer is permitted under applicable data protection law and that any required safeguards are in place.

10. Confidentiality

The Supplier and the Customer undertake to each other that they will not use or disclose any confidential information of the other save where:
1. the use or disclosure is necessary to carry out any obligations under this agreement, provided that any third party to whom it is disclosed is bound to comply with appropriate confidentiality obligations; or
2. the use or disclosure is required by law.
Customer Information shall be treated as confidential information of the Customer.

11. Termination

11.1 Termination Rights

Both the Supplier and the Customer may give written notice to terminate this agreement at any time. Termination shall take effect when the notice is received, except that where the Customer has paid a Fee for a period of access, termination by the Customer under this clause shall take effect in accordance with clause 11.2.4.
Both the Supplier and the Customer may terminate this agreement with immediate effect on written notice to the other if:
1. the other party commits a material breach of this agreement, or, if the breach is remediable, has not remedied such breach within 14 days of being notified to do so;
2. the other party takes any step or action in connection with administration, insolvency or liquidation;
3. a winding-up petition has been filed in respect of the other party; or
4. the other party ceases or is likely to cease to carry on any major part of its business.
The Supplier may suspend the Services or terminate this agreement with immediate effect where the Customer’s use of the Services creates a material security or legal risk or where the Supplier is required to do so by law.
As the Services are currently in a beta stage of development, the Supplier may end the beta test or the Customer’s access to it. Where reasonably practicable, the Supplier shall give the Customer reasonable notice and an opportunity to retrieve its Customer Information before doing so.

11.2 Consequences of Termination

On termination, the Customer’s right to use the Services shall end.
On termination, the Supplier shall, at the Customer’s choice, return or delete the Customer Information. If the Customer does not request its return, the Supplier may delete it.
Following the return or deletion of Customer Information, the Supplier shall delete any remaining copies, subject to any data which the Supplier is required by law to retain. Where immediate deletion from backups is not reasonably practicable, those copies may remain until the Supplier’s normal deletion cycle provided that they are put beyond use and remain appropriately protected.
Where the Customer has paid a Fee for a period of access and terminates this agreement under clause 11.1.1, termination shall take effect at the end of the period already paid for and the Fee shall not be refundable.
Where the Supplier terminates the agreement under clause 11.1.1 or ends the Customer’s paid access under clause 11.1.4 before the end of a period for which the Customer has already paid, the Supplier shall refund the proportion of the Fee relating to the unused period.
Any provision of this agreement which by its nature is intended to continue after termination shall continue to apply.

12. Liability

Nothing in this agreement excludes or limits either party’s liability where it would be unlawful to do so.
Subject to clause 12.1:
1. during any period in which the Services are provided free of charge or on a free trial, the Supplier’s total liability arising out of or in connection with this agreement shall not exceed £100; and
2. otherwise, the Supplier’s total liability arising out of or in connection with this agreement shall not exceed an amount equal to 12 times the monthly Fee applicable to the Customer’s subscription at the time of the event giving rise to the liability.

13. Notices

All notices to be given in connection with this agreement must be in writing and sent by email.
Notices to the Supplier should be sent to hello@stitchwork.ing.
Notices to the Customer should be sent to the email address associated with the Customer’s account.
A notice sent by email shall be deemed to have been received at the time of transmission, provided that it has been sent to the correct email address and no error or undeliverable message has been received.
This clause does not apply to the service of legal proceedings.

14. Variation

The Supplier may update these terms where reasonably necessary to reflect changes to the Services, its business or applicable law.
The Supplier shall notify the Customer of any material changes before they take effect.
Where a change materially affects the Customer’s rights or obligations, the Customer may terminate this agreement before the change takes effect if it does not wish to accept the change. Termination under this clause shall take effect immediately and clause 11.2 shall apply. Where the Customer has already paid a Fee for a period extending beyond the termination date, the Supplier shall refund the proportion of the Fee relating to the unused period.

15. Assignment

The Supplier may assign any of its rights and obligations under this agreement at any time.
The Customer may not assign any of its rights and obligations under this agreement without the Supplier’s written consent.

16. Third Party Rights

A person who is not a party to this agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce, or enjoy the benefit of, any term of this agreement.

17. Severability

If any provision of this agreement is found to be invalid or unenforceable, the remaining provisions shall continue to apply.

18. Governing Law & Jurisdiction

The Supplier and the Customer agree that this agreement and any dispute or claim arising out of or in connection with it, or its subject matter or formation, shall be governed by and construed in accordance with the law of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.