Effective Date: TBA
Welcome to Thistlegorm SupportX, a subscription-based forensic support platform operated by Thistlegorm Forensic.
These Terms and Conditions govern your registration, subscription, access to and use of Thistlegorm SupportX.
By creating an account, purchasing a subscription, purchasing additional credits, submitting an inquiry, uploading documents or otherwise using Thistlegorm SupportX, you agree to be bound by these Terms and Conditions.
Please read these Terms and Conditions carefully before using the platform.
1. Thistlegorm SupportX
1.1
Thistlegorm SupportX is a private subscription-based platform that provides members with convenient access to preliminary forensic support, discussion, document review and related services provided by Thistlegorm Forensic.
1.2
Thistlegorm SupportX is primarily intended for:
1.3
Thistlegorm Forensic reserves the right to approve, reject, suspend or restrict membership where reasonably necessary.
2. Registration and Account Information
2.1
Membership may be registered by an individual professional or an organisation.
2.2
Users must provide accurate, current and complete information during registration.
2.3
Each registered account will maintain its own:
2.4
Users are responsible for maintaining the confidentiality and security of their account login credentials.
2.5
Users must not permit unauthorised persons to access or use their account.
2.6
Thistlegorm Forensic should be notified promptly if a user becomes aware of suspected unauthorised access to their account.
3. Monthly Subscription
3.1
The standard Thistlegorm SupportX subscription fee is USD 25 per month
3.2
Each active subscription includes 20 monthly credits per billing cycle.
3.3
The subscription will renew automatically every month unless cancelled before the next applicable billing date.
3.4
Subscription payments may be processed through Stripe or another authorised payment service provider.
3.5
Users are responsible for maintaining valid and current payment information.
3.6
If a recurring subscription payment fails, Thistlegorm Forensic may suspend access to Thistlegorm SupportX until payment is successfully completed.
4. Monthly Credits
4.1
Each active subscription receives 20 monthly credits for each billing cycle.
4.2
Unused monthly credits expire at the end of the applicable billing cycle.
4.3
Unused monthly credits do not carry forward to subsequent billing periods.
4.4
A fresh allocation of 20 monthly credits will be provided upon successful commencement of each new billing cycle.
4.5
Monthly credits have no cash value and cannot be:
5. Inquiry Types and Credit Usage
Thistlegorm SupportX currently provides two standard inquiry categories.
5.1
Forensic Inquiry / Discussion (1 Credit)
This category is intended for:
5.2
Document / Report Review (3 Credits)
This category is intended for preliminary review of submitted material, which may include:
5.3
The applicable credit requirement will be displayed before the user confirms submission of an inquiry.
5.4
Credits will be deducted when the inquiry is successfully submitted.
5.5
Submission of an inquiry does not guarantee that the matter falls within the scope of Thistlegorm SupportX.
If an inquiry requires work materially beyond the preliminary scope of the service, Thistlegorm Forensic may advise the member that a separate formal engagement or quotation is required.
6. Additional Credit Purchases
6.1
Members may purchase additional credits through Thistlegorm SupportX. Current credit packages are:
10 Credits – USD 15
20 Credits – USD 25
50 Credits – USD 55
6.2
Additional credit purchases are separate from the monthly subscription.
6.3
Purchased credits do not expire while the account remains active, unless otherwise stated at the time of purchase.
6.4
Purchased credits have no cash value and are:
6.5
Where an account contains both monthly credits and purchased credits, monthly credits will be deducted first.
Purchased credits will only be used after available monthly credits have been exhausted.
7. Submission of Inquiries
7.1
Members may submit inquiries through the Thistlegorm SupportX portal.
7.2
The inquiry form may require information including:
7.3
Members are responsible for ensuring that the information provided is accurate and sufficiently complete for Thistlegorm Forensic to understand the inquiry.
7.4
Thistlegorm Forensic may request additional information or clarification before responding.
7.5
Inquiry statuses may include:
7.6
A response marked as "Responded" does not necessarily prevent reasonable follow-up communication within the same inquiry.
Thistlegorm Forensic may close an inquiry once it considers that the preliminary inquiry or review has been adequately addressed.
8. Nature of Thistlegorm SupportX Services
8.1
Thistlegorm SupportX is designed to provide preliminary forensic support, discussion and review.
8.2
Information, observations and discussions provided through Thistlegorm SupportX are based on:
8.3
Thistlegorm SupportX does not automatically constitute a formal appointment of Thistlegorm Forensic as an expert witness, investigator, forensic consultant or formally instructed expert in relation to a particular matter.
8.4
A formal professional appointment will only arise where Thistlegorm Forensic separately accepts an engagement and, where appropriate, issues or accepts:
8.5
Preliminary observations provided through Thistlegorm SupportX should not be represented to any court, tribunal, regulator, opposing party or third party as a formal expert report or formal expert opinion unless expressly authorised by Thistlegorm Forensic.
9. Services Not Included
The Thistlegorm SupportX subscription and standard credit system do not include the following unless expressly agreed otherwise:
10. Request for Formal Engagement
10.1
Where an inquiry indicates that additional professional work may be appropriate, members may request a formal engagement or quotation from Thistlegorm Forensic.
10.2
Potential formal services may include:
10.3
Any formal engagement will be subject to separate pricing, scope, terms and acceptance by Thistlegorm Forensic.
11. Documents and Information Submitted by Members
11.1
Members may submit documents and other materials through Thistlegorm SupportX where relevant to an inquiry.
11.2
The member is responsible for ensuring that they are legally authorised to submit, disclose and provide such material to Thistlegorm Forensic.
11.3
Members must not knowingly upload:
11.4
Where documents contain personal data or confidential information belonging to clients, claimants, witnesses, insured persons, opposing parties, employees or other third parties, the member is responsible for ensuring that they have the appropriate authority or lawful basis to provide such information to Thistlegorm Forensic.
11.5
Members are encouraged to avoid submitting information that is unnecessary to the forensic issue under consideration.
12. Confidentiality
12.1
Member profiles, inquiries, uploaded documents and communications within Thistlegorm SupportX are not intended for public access.
12.2
Thistlegorm Forensic will take reasonable measures to restrict access to authorised personnel who require access for legitimate professional, administrative, technical or support purposes.
12.3
Nothing in these Terms prevents Thistlegorm Forensic from disclosing information where disclosure is required by:
12.4
Members should not assume that use of Thistlegorm SupportX automatically creates legal professional privilege or any equivalent privilege.
The existence and scope of any privilege will depend upon applicable law and the circumstances of the particular matter.
13. Privacy and Personal Data
13.1
Thistlegorm Forensic collects and processes personal data in accordance with the applicable Thistlegorm SupportX Privacy Policy.
13.2
By using Thistlegorm SupportX, members acknowledge that personal data and case-related information may be processed for purposes including:
13.3
Members should refer to the Thistlegorm SupportX Privacy Policy for further information regarding personal data processing.
14. Intellectual Property
14.1
All intellectual property relating to Thistlegorm SupportX, including:
remains the property of Thistlegorm Forensic or its respective licensors.
14.2
Members retain ownership of documents and materials they lawfully submit to Thistlegorm SupportX.
14.3
By submitting material, members grant Thistlegorm Forensic the right to access, reproduce, store and process that material to the extent reasonably necessary to provide the requested service and administer the relevant inquiry or engagement.
14.4
Thistlegorm Forensic responses, preliminary observations, reports, comments or professional materials may not be:
without appropriate written permission where required.
15. Appropriate Use of the Platform
Members must use Thistlegorm SupportX lawfully and professionally.
Members must not:
Thistlegorm Forensic may suspend or terminate accounts where these requirements are violated.
16. Professional Judgment and Limitations
16.1
Forensic matters often depend upon the accuracy, completeness and context of the information available.
Any preliminary response provided through Thistlegorm SupportX is therefore subject to the limitations of the information supplied.
16.2
Thistlegorm Forensic is entitled to revise, qualify or supplement preliminary observations where:
16.3
Members remain responsible for their own professional, legal, commercial and claims decisions.
16.4
For legal members, Thistlegorm SupportX provides forensic and technical input and does not provide legal advice.
16.5
For insurance and claims members, Thistlegorm SupportX may provide forensic observations and preliminary technical input but does not make binding coverage, liability or settlement decisions on behalf of an insurer.
17. Response Times
17.1
Thistlegorm Forensic will use reasonable efforts to respond to submitted inquiries within an appropriate timeframe having regard to:
17.2
Unless expressly agreed otherwise, Thistlegorm SupportX does not guarantee a specific response time.
17.3
Urgent matters requiring immediate professional attention may require a separate formal engagement.
18. Subscription Cancellation
18.1
Members may cancel their monthly subscription through the available account or billing function.
18.2
Cancellation prevents future subscription renewals but does not normally result in a refund of fees already charged for the current billing cycle.
18.3
Unused monthly credits expire at the end of the applicable billing cycle and are not refundable.
18.4
Purchased credits are non-refundable, except where otherwise required by law.
18.5
Thistlegorm Forensic may retain account and inquiry records after cancellation where reasonably necessary for legal, regulatory, professional, accounting, evidential, security or record-keeping purposes.
19. Suspension and Termination
19.1
Thistlegorm Forensic may suspend or terminate an account where:
19.2
Termination for serious breach or misuse may occur without refund.
19.3
Thistlegorm Forensic may also discontinue or materially modify Thistlegorm SupportX upon reasonable notice where commercially or operationally necessary.
20. Platform Availability
20.1
Thistlegorm Forensic will use reasonable efforts to maintain the availability and security of Thistlegorm SupportX.
20.2
Access may temporarily be unavailable due to:
20.3
Thistlegorm Forensic does not guarantee uninterrupted or error-free operation of the platform.
21. Limitation of Liability
21.1
To the extent permitted by applicable law, Thistlegorm Forensic will not be responsible for losses arising solely from:
21.2
Nothing in these Terms and Conditions excludes or limits liability where such liability cannot lawfully be excluded or limited.
22. Third-Party Services
Thistlegorm SupportX may rely upon third-party services for functions including:
Use of those services may also be subject to the applicable third-party provider's terms and policies.
23. Changes to Subscription, Credits and Services
23.1
Thistlegorm Forensic may amend:
from time to time.
23.2
Where a material change affects an existing recurring subscription, reasonable notice will be provided before the change takes effect where appropriate.
23.3
Continued use after the applicable effective date constitutes acceptance of the revised terms.
24. Changes to These Terms and Conditions
Thistlegorm Forensic may update these Terms and Conditions from time to time.
The latest version will be published with the applicable effective date.
Continued use of Thistlegorm SupportX following the effective date of revised Terms and Conditions constitutes acceptance of the revised Terms.
25. Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of Malaysia.
Any dispute arising in connection with Thistlegorm SupportX or these Terms and Conditions shall be subject to the jurisdiction of the courts of Malaysia, unless otherwise agreed in writing.
26. Contact Information
For questions concerning Thistlegorm SupportX, your subscription, billing or these Terms and Conditions, please contact Thistlegorm Forensic via support@thistlegormforensic.com