PasLens Terms & Conditions

Retrolab Technologies Limited
Company Number: 16389113
Registered Office: M&M Chartered Accountants, 10 Northwood Gardens, London, England, N12 9DR

1. Introduction

These Terms & Conditions (“Terms”) govern access to and use of the PasLens website, mobile applications and associated services provided by Retrolab Technologies Limited (“Retrolab”, “we”, “us” or “our”).

PasLens is a business-to-business photographic evidence management platform designed to assist organisations involved in retrofit and related construction activities with capturing, organising, monitoring, storing and retrieving project evidence.

By entering into a commercial agreement for PasLens, the Customer agrees to the applicable commercial provisions of these Terms.

Each individual registering for a PasLens account must accept the applicable user terms during registration.

If you are using PasLens on behalf of an organisation, you must have the appropriate authorisation to do so.

2. Definitions

For the purposes of these Terms:

“Customer” means the business, organisation or other legal entity entering into a commercial arrangement with Retrolab for the use of PasLens.

“Authorised User” means an individual permitted by a Customer to access PasLens, including employees, installers, subcontractors, administrators, retrofit coordinators and compliance personnel.

“Project Administrator” means an Authorised User assigned administrative permissions to create and manage projects, assign team members and perform other permitted administrative actions.

“Project” means a project record created within PasLens for the purpose of managing photographic evidence and related information.

“Project Data” means information, photographs, metadata, records and other content submitted to, captured through or maintained within PasLens in connection with a Customer's projects.

“Platform” means the PasLens mobile applications, associated software, infrastructure and services.

“Commercial Agreement” means any accepted quotation, order confirmation, written pricing arrangement or other agreement establishing the commercial terms applicable to a Customer.

3. Scope of the Service

PasLens provides functionality designed to assist Customers with the management of photographic evidence associated with retrofit and related construction projects.

Depending on the functionality available and the permissions assigned, the Platform may enable Authorised Users to:

• Create and manage projects.
• Record measures, ventilation requirements and installation stages.
• Assign project responsibilities and access permissions.
• Capture photographic evidence and associated metadata.
• Organise evidence by project, measure and installation stage.
• Review and monitor project evidence.
• Retrieve, share and export photographic evidence and project records.

Retrolab may develop, modify or enhance the Platform in accordance with these Terms.

4. Website Use

Visitors may access the PasLens website to obtain information about the Platform, submit enquiries and access published resources.

Website visitors must not misuse the website, interfere with its operation, attempt unauthorised access or use its content unlawfully.

Information published on the website is provided for general informational purposes and does not constitute professional, technical or regulatory advice.

Retrolab may update website content without prior notice.

5. Customer Agreements and Authorised Users

The Customer organisation is the contracting party responsible for commercial obligations arising from its use of PasLens.

Individual Authorised Users are subject to the applicable provisions governing Platform access, security, acceptable use and confidentiality.

An Authorised User does not become personally liable for the Customer's commercial charges merely by registering for or using PasLens on the Customer's behalf.

The Customer is responsible for ensuring that its Authorised Users are appropriately authorised and comply with the applicable provisions of these Terms.

6. Registration and Acceptance

Each Authorised User must create an individual account and accept the applicable Terms & Conditions by selecting the mandatory agreement checkbox during registration.

Users who do not accept the Terms cannot complete account registration.

Customer organisations must accept the applicable commercial terms through their registration, onboarding or contractual arrangements with Retrolab.

The Customer is responsible for ensuring that individuals acting on its behalf have appropriate authority to use the Platform.

7. Account Security and Access Permissions

Each Authorised User must use their own account credentials. Account sharing and disclosure of authentication credentials to other individuals are prohibited.

Customers are responsible for managing their Authorised Users, assigning appropriate permissions and promptly removing or updating access when individuals no longer require it.

Authorised Users must take reasonable steps to safeguard their credentials and promptly report suspected unauthorised access or security incidents.

Users must not attempt to access projects, measures or information outside their assigned permissions.

Retrolab may restrict individual accounts where reasonably necessary to protect Platform security or prevent unauthorised access.

8. Project Administration

Project Administrators are responsible for managing projects and assigning appropriate access permissions within their Customer organisation.

The Customer is responsible for the actions of its Authorised Users acting within their assigned permissions, subject to applicable law and Retrolab's own contractual obligations.

Retrolab is not responsible for a Customer's internal decisions concerning project assignments, user roles or administrative permissions, except where an issue results from Retrolab's failure to provide the agreed functionality.

9. Project Charges and Pricing

A Project becomes chargeable immediately upon creation within PasLens, regardless of whether photographic evidence has been captured, users have been assigned or installation work has commenced.

The applicable fee is determined by the Customer's agreed pricing arrangement with Retrolab.

A Project fee applies to the Project rather than separately to each measure, installation stage or Authorised User.

Retrolab may offer volume discounts, promotional pricing or individually negotiated commercial rates.

Published pricing may be amended prospectively. Changes shall not retrospectively alter charges already agreed for Projects created at an applicable agreed rate, unless otherwise expressly agreed in writing.

10. Monthly Billing and Invoicing

PasLens operates a monthly billing cycle.

Retrolab shall issue invoices on the fifth (5th) day of each calendar month for chargeable Projects created during the preceding calendar month.

Invoices shall be calculated using the applicable agreed Project rate, including any relevant discounts or preferential pricing.

The Customer organisation is responsible for charges arising from Projects created under its account by Authorised Users.

Invoices are payable within seven (7) calendar days of the invoice date, unless otherwise expressly agreed in writing.

Any applicable VAT shall be identified on the relevant invoice.

11. Accidental, Duplicate and Deleted Projects

Projects created accidentally or as duplicates remain chargeable upon creation.

Customers may request a billing adjustment for an accidental or duplicate Project. Retrolab may, at its discretion, waive the applicable fee or issue a credit.

Deleting, cancelling or abandoning a Project does not automatically remove the associated charge.

A Project deleted during the same calendar month in which it was created shall remain included in the relevant billing calculation unless Retrolab agrees otherwise.

Retrolab may retain appropriate billing and transaction records relating to deleted Projects for accounting, invoicing and legal purposes, in accordance with applicable retention requirements.

12. Overdue Payments

Where an invoice remains unpaid after its due date, the Customer shall be allowed a further fourteen (14) calendar days to make payment.

Retrolab may issue payment reminders during this grace period.

If payment remains outstanding after the grace period, Retrolab may, following notice, suspend the Customer's ability to create new Projects until the outstanding balance is settled.

During billing-related restrictions, Retrolab shall endeavour to preserve access to existing Projects and photographic evidence, subject to applicable legal, security and operational requirements.

Retrolab reserves the right to recover outstanding amounts in accordance with applicable law.

13. Ownership of Project Data

The Customer retains ownership of, or its existing rights in, Project Data and photographic evidence submitted to or created within PasLens by its Authorised Users.

The Customer grants Retrolab a limited, non-exclusive licence to host, store, process, organise, display, transmit and export Project Data as reasonably necessary to provide, maintain, secure and support the Platform and fulfil applicable contractual and legal obligations.

The Customer is responsible for ensuring that it has the necessary rights, permissions and lawful basis to provide Project Data to PasLens.

Retrolab shall not sell Customer photographic evidence or use identifiable Customer project content for unrelated marketing without appropriate authorisation.

14. Intellectual Property

Retrolab retains all intellectual property rights in the PasLens software, Platform, branding, designs, functionality, documentation and underlying technology.

Customers and Authorised Users receive a limited, non-exclusive, non-transferable right to access and use the Platform in accordance with these Terms and their applicable Commercial Agreement.

No ownership of Retrolab's intellectual property is transferred through use of PasLens.

15. Compliance Responsibility

PasLens helps Customers capture, organise, monitor and retrieve photographic evidence for retrofit projects. However, the software itself does not certify that installations comply with PAS 2030, PAS 2035 or other applicable requirements.

PasLens is an evidence management tool, not a substitute for professional compliance assessments, technical monitoring or regulatory approval.

Customers remain responsible for ensuring that their installation works, photographic evidence, supporting documentation and compliance submissions satisfy applicable project requirements.

Retrolab does not guarantee that evidence captured or stored through PasLens will be accepted by a funding provider, certification body, regulatory authority or other third party.

16. Evidence Integrity and Acceptable Use

Customers and Authorised Users must use PasLens lawfully and responsibly.

They must not:

• Submit unlawful, fraudulent or deliberately misleading Project Data.
• Deliberately falsify, manipulate or misrepresent photographs, timestamps, geolocation information or associated metadata.
• Circumvent access permissions or attempt unauthorised access.
• Introduce malicious software or interfere with Platform security.
• Copy, reverse-engineer or commercially exploit the software.
• Use PasLens for unlawful purposes or activities inconsistent with its intended business functionality.

Customers remain responsible for the accuracy, authenticity and lawful submission of information provided by their Authorised Users.

Retrolab does not independently verify or guarantee the authenticity, accuracy or regulatory acceptability of every photograph or item of evidence captured through PasLens.

17. Access to Customer Data for Support

Retrolab may permit appropriately authorised personnel to access Customer Project Data where reasonably necessary to provide technical support, investigate reported issues, maintain security, diagnose faults or fulfil legal obligations.

Such access shall be limited to legitimate operational purposes and subject to appropriate confidentiality and access controls.

Retrolab shall not permit unrestricted browsing of Customer evidence or access for unrelated purposes.

Personal data shall be handled in accordance with applicable data protection law, the PasLens Privacy Notice and any applicable Data Processing Agreement.

18. Data Protection and Confidentiality

Each party shall comply with its applicable obligations under UK data protection legislation, including the UK General Data Protection Regulation and Data Protection Act 2018.

Depending on the nature of the information and processing activity, Retrolab may act as a controller or processor of personal data.

Where Retrolab processes personal data on behalf of a Customer, the parties shall enter into an appropriate Data Processing Agreement where required by law.

Each party shall protect confidential information received from the other and shall not disclose it except as permitted by agreement, required for service delivery or authorised by law.

The PasLens Privacy Notice provides further information about the processing of personal data.

19. Storage, Security and Backups

Retrolab shall implement reasonable technical and organisational measures designed to protect Customer Project Data against unauthorised access, accidental loss, destruction or damage.

Retrolab shall maintain appropriate storage, backup and recovery arrangements, taking account of the nature of the Platform and the information processed.

Customers remain responsible for identifying their own contractual, regulatory and compliance record-keeping requirements.

Customers should securely export and retain copies of evidence required to meet those obligations.

Nothing in this section removes Retrolab's obligations concerning data security, confidentiality or the protection of personal data under applicable law.

20. Ongoing Project Access and Retention

Customers shall retain access to their Projects and associated photographic evidence while their PasLens account remains active, subject to these Terms, reasonable service interruptions and the applicable Data Retention Policy.

Retrolab does not guarantee indefinite storage of Project Data.

Data retention and deletion shall be governed by the applicable retention arrangements, contractual obligations and legal requirements.

Customers are responsible for exporting and securely retaining evidence needed for their own compliance, audit and record-keeping obligations.

21. Project Deletion

Only an Authorised User assigned the Project Administrator role may delete an entire Project.

Before deletion, PasLens displays a confirmation warning requiring the Project Administrator to confirm the intended action.

Customers are responsible for ensuring that Project Administrators are appropriately authorised and understand the potential consequences of deleting project records and evidence.

Customers should export required information before deleting a Project.

Deletion of a Project does not automatically entitle the Customer to a refund or credit.

Deletion within the Platform does not necessarily constitute immediate permanent erasure of all related records from backups, billing systems or other records lawfully retained by Retrolab.

22. Customer Cancellation and Account Closure

Customers may request cancellation of their PasLens account at any time by emailing .

Unless otherwise expressly agreed in writing, PasLens does not impose a minimum contractual term or an early cancellation fee.

The Customer remains responsible for charges relating to Projects created before the effective account closure date.

Outstanding charges shall be included in the final invoice.

Retrolab shall confirm the effective closure date and provide reasonable instructions for exporting Customer data.

23. Post-Closure Evidence Export

Following account closure, the Customer shall have thirty (30) calendar days in which to request or complete the export of its Project Data and associated photographic evidence.

Export access may be provided through the Platform or an alternative secure method determined by Retrolab.

After the export period expires, Project Data may become eligible for deletion in accordance with the applicable Data Retention Policy and relevant legal or contractual obligations.

Retrolab may agree to extend the export period at its discretion.

Customers remain responsible for securely retaining evidence required for compliance, auditing or record-keeping.

24. Suspension and Termination for Misuse

Retrolab may suspend, restrict or terminate access where a Customer or Authorised User engages in serious misuse, fraud, unauthorised access, deliberate interference with Platform security or conduct threatening the lawful or secure operation of the service.

Where reasonably necessary to prevent serious harm or protect security, Retrolab may impose immediate restrictions without prior notice.

For less serious breaches, Retrolab shall ordinarily provide written notice and a reasonable opportunity to remedy the breach.

Where reasonably practicable and appropriate, Retrolab shall seek to preserve access to existing evidence or provide a secure export arrangement, subject to legal, security and operational requirements.

Suspension for misuse is separate from restrictions arising from overdue payments.

25. Service Availability and Maintenance

Retrolab shall take reasonable steps to maintain the availability, security and functionality of PasLens.

The Platform is not guaranteed to operate without interruption or error.

Temporary interruptions may arise from scheduled maintenance, software updates, technical faults, connectivity problems, third-party infrastructure failures or other circumstances beyond Retrolab's reasonable control.

Retrolab may undertake maintenance and improvements and shall endeavour to provide advance notice of planned interruptions where reasonably practicable.

Retrolab shall take reasonable steps to investigate and resolve reported service disruptions within a reasonable timeframe, taking account of their nature and severity.

26. Customer Support

Standard customer support is available by email at .

Retrolab shall use reasonable efforts to acknowledge and respond to support enquiries promptly, taking account of their nature, urgency and complexity.

Unless expressly agreed otherwise in writing, Retrolab does not guarantee specific response times, resolution times or continuous support availability.

Additional support arrangements may be introduced or separately agreed.

27. Platform Updates and Changes

Retrolab may update, modify, improve, replace or discontinue Platform features as part of ongoing development and maintenance.

Retrolab shall take reasonable steps to ensure that changes do not materially undermine the core photographic evidence management service.

Where changes are likely to have a material adverse effect on Customers, Retrolab shall endeavour to provide reasonable advance notice and, where appropriate, information about alternative functionality.

Retrolab shall take reasonable precautions to protect existing Project Data when implementing updates.

Urgent security updates, critical fixes or legally required changes may be implemented without advance notice where reasonably necessary.

28. Third-Party Services

PasLens relies on third-party technologies and infrastructure, including cloud hosting, authentication, data storage and mobile application distribution services.

Retrolab shall take reasonable steps to select and maintain appropriate service providers.

The Platform may be affected by interruptions, restrictions or changes involving third-party services outside Retrolab's reasonable control.

Retrolab shall not be responsible for failures caused solely by circumstances beyond its reasonable control, except where liability cannot lawfully be excluded or arises from Retrolab's own failure to meet its obligations.

Use of the mobile applications may also be subject to applicable Apple App Store or Google Play terms.

Nothing in this section removes Retrolab's data protection, confidentiality, information security or contractual obligations.

29. Limitation of Liability

Subject to the provisions below, Retrolab's total aggregate liability to the Customer arising out of or in connection with the PasLens service, whether in contract, tort (including negligence) or otherwise, shall not exceed the total fees paid or payable by the Customer during the twelve (12) months immediately preceding the event giving rise to the claim.

Subject to applicable law and the requirement for contractual terms to be reasonable, Retrolab shall not be liable for indirect or consequential losses.

Nothing in these Terms shall exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded or limited.

The limitations in this section shall apply only to the extent permitted by applicable law.

30. Complaints and Dispute Resolution

Customers may submit complaints concerning the Platform, service delivery, billing or contractual matters by emailing .

Retrolab shall use reasonable efforts to investigate complaints and respond within a reasonable timeframe.

Where a dispute arises, both parties shall first attempt to resolve the matter through good-faith discussions before commencing formal legal proceedings.

Nothing prevents either party from seeking urgent injunctive relief or other legal action where immediate intervention is reasonably necessary.

Unresolved disputes shall be subject to the governing law and jurisdiction provisions of these Terms.

31. Amendments to These Terms

Retrolab may amend these Terms to reflect changes in the Platform, business operations, legislation or regulatory requirements.

Where changes materially affect Customer contractual rights or obligations, Retrolab shall provide at least thirty (30) calendar days' advance notice, ordinarily by email to the Customer's registered contact address.

Minor administrative corrections or clarifications that do not materially affect Customer rights or obligations may take effect upon publication.

Urgent legal, regulatory or security amendments may take effect on shorter notice where reasonably necessary.

Customers who do not wish to accept material amendments may request account cancellation before the revised Terms take effect, subject to outstanding charges.

Amendments shall not retrospectively alter fees already agreed for chargeable Projects unless expressly agreed in writing.

32. Assignment and Transfer

Retrolab may assign or transfer its rights and obligations under these Terms to a successor organisation in connection with a merger, acquisition, restructuring or sale of the business.

Any transfer shall be subject to applicable law and shall not materially diminish Customer contractual rights or the protections applicable to confidential information and personal data.

Retrolab shall provide reasonable notice of transfers materially affecting Customers.

Customers may not assign or transfer their contractual rights or obligations without Retrolab's prior written consent, such consent not to be unreasonably withheld or delayed.

33. Force Majeure

Neither party shall be liable for delays or failures in performing contractual obligations caused by circumstances beyond its reasonable control, except as otherwise required by law.

Such circumstances may include natural disasters, severe infrastructure failures, widespread telecommunications outages, government restrictions, civil emergencies or comparable exceptional events.

The affected party shall notify the other as soon as reasonably practicable and take reasonable steps to minimise disruption.

Payment obligations relating to Projects created before the qualifying event shall remain payable.

If a qualifying event prevents substantial contractual performance for more than thirty (30) consecutive days, either party may terminate the agreement by written notice.

Termination shall not affect accrued payment obligations or applicable rights concerning the protection and export of existing evidence, subject to legal and practical limitations.

34. General Provisions

Severability: If any provision is found invalid or unenforceable, the remaining provisions shall continue in effect.

Waiver: Failure or delay by either party in exercising a contractual right shall not automatically constitute a waiver of that right.

Entire Agreement: These Terms, together with any applicable Commercial Agreement, Data Processing Agreement and expressly incorporated documents, constitute the agreement between the parties concerning the relevant subject matter. Where documents conflict, any expressly agreed order of precedence shall apply.

Notices: Formal contractual notices shall be provided in writing through the contact details designated by the parties. Notices to Retrolab concerning account cancellation shall be sent to . Complaints and general support enquiries shall be sent to .

Third-Party Rights: Unless expressly stated otherwise, no person who is not a party to the relevant agreement shall have a right to enforce its provisions under the Contracts (Rights of Third Parties) Act 1999, without affecting any rights or remedies available independently of that Act.

35. Governing Law and Jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle disputes arising out of or in connection with these Terms, subject to any mandatory legal requirements that apply.

36. Contact Information

Retrolab Technologies Limited

Company Number: 16389113

Registered Office:
M&M Chartered Accountants
10 Northwood Gardens
London, England
N12 9DR

Website: https://paslens.co.uk

General Support and Complaints: support@paslens.co.uk

Billing, Account Cancellation and Data Protection Enquiries: accounts@paslens.co.uk

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