Terms of Service

Acceptance of Terms

By accessing or using MyCivic (the "Platform"), whether as a citizen reporting a civic issue, a municipal operator managing reports, or an enterprise user resolving work orders, you agree to be bound by these Terms of Service and our Privacy Policy.

If you are using the Platform on behalf of a municipality, public enterprise, or other organisation, you represent that you have authority to bind that organisation to these terms, and that the organisation agrees to be bound by them.

If you do not agree to these terms, you may not use the Platform.

These terms apply to the mycivic.io, mycivic.eu, mycivic.ca, and mycivic.app web platforms and any associated MyCivic interfaces.

What MyCivic Is

MyCivic is a civic issue reporting and municipal service coordination platform. It enables citizens to report municipal problems to the responsible public departments and enterprises, and enables those entities to manage, track, and verify the resolution of reported issues.

MyCivic does not guarantee that any specific issue will be resolved within any specific timeframe. Service Level Agreements (SLAs) are established between MyCivic and each deploying municipality and are enforced through the platform. However, ultimate responsibility for service delivery rests with the relevant municipal authority or public enterprise.

The Platform routes reports automatically based on location and issue category. Routing decisions are made algorithmically and reviewed by municipal triage operators. MyCivic does not guarantee that any automated routing decision is correct in all cases.

Using MyCivic as a Citizen

Reporting an issue

When you submit a report through MyCivic, you confirm that:

• The issue you are reporting is a genuine civic or municipal matter in a public space.
• The location pin you have placed accurately reflects where the issue exists.
• Any photograph you attach is an accurate depiction of the reported issue, taken by you or obtained with permission.
• You have not submitted the same issue multiple times within a short period of time in a way intended to manipulate routing, metrics, or municipal priorities.

Your account and tracking reference

MyCivic does not require registration to submit a report. When you submit, you receive a unique reference number that allows you to track the status of your report. This reference number is the only identifier associated with your report. Keep it in a safe place if you want to check progress.

Email notifications

If you provide an email address, you consent to receive transactional notifications about the status of your report: acknowledgement of receipt, assignment to a field team, and notification of resolution. You will not receive marketing communications from MyCivic as a result of submitting a report. You may request removal of your email from a specific report by contacting the relevant municipality or emailing mail@mycivic.io.

No obligation to respond

Submitting a report does not create a contractual obligation on the part of MyCivic, the municipality, or the responsible enterprise to resolve the specific issue within a specific time. MyCivic facilitates the reporting and management process. Responsibility for resolution lies with the relevant public authority.

Prohibited Uses

You may not use MyCivic to:

• Submit false, misleading, or fabricated reports, or reports about issues in locations you have not visited or cannot verify.
• Attach photographs that are misleading, do not depict the actual reported issue, or are obtained without proper permission.
• Submit reports about private property unless the issue directly affects a public space or publicly accessible service.
• Use the Platform to harass, target, or identify specific individuals, including field workers, municipal staff, or other citizens.
• Submit reports in volumes or patterns intended to overwhelm municipal systems, manipulate reporting metrics, or disrupt the service.
• Attempt to access, modify, or interfere with reports submitted by other users.
• Use automated scripts, bots, or tools to submit reports or interact with the Platform without MyCivic's prior written permission.
• Attempt to bypass, disable, or interfere with any security feature, access control, or authentication mechanism on the Platform.
• Use the Platform to promote or distribute commercial content, spam, or solicitations of any kind.
• Submit content that is unlawful, defamatory, obscene, or in violation of any applicable law or regulation.

Violation of these prohibited uses may result in removal of your submitted content, reporting to the relevant authorities, or legal action where appropriate.

Municipal Client Responsibilities

Municipal governments, public enterprises, and other institutional clients that deploy MyCivic ("Clients") agree to the following responsibilities in addition to any terms set out in their specific service agreement with MyCivic:

Data controller obligations

Each Client is the data controller under GDPR for personal data collected from citizens within their jurisdiction. Clients must ensure they have appropriate legal authority to collect and process citizen data in connection with the platform, and must maintain a valid Data Processing Agreement with MyCivic.

Accuracy of service responsibility matrix

Clients are responsible for providing and maintaining an accurate service responsibility matrix: the mapping of geographic zones and issue categories to the responsible departments and enterprises. MyCivic routes reports based on this matrix. Incorrect or outdated matrix data will result in routing errors. MyCivic is not liable for misrouting caused by inaccurate Client-provided data.

Operator conduct

Clients are responsible for the conduct of their triage operators, field supervisors, and enterprise users on the Platform. All users operating under a Client's deployment must comply with these Terms of Service and any additional guidelines provided by MyCivic.

Completion photos and data integrity

Clients are responsible for ensuring that completion photos uploaded by field teams accurately represent the work performed and the location of the resolved issue. Uploading false or misleading completion photos constitutes a material breach of these terms and of the Client's service agreement.

Citizen communications

Where the Platform sends automated notifications to citizens on behalf of the Client, the Client accepts responsibility for the accuracy of those notifications. Clients must not configure the Platform to send misleading status updates or false resolution notifications to citizens.

Content You Submit

When you submit content to MyCivic, including report descriptions, photographs, and completion photos, you grant MyCivic and the relevant municipal Client a non-exclusive, royalty-free licence to use, store, display, process, and transmit that content for the purposes of operating the Platform and delivering the service described in these terms.

You retain ownership of any photographs you submit. You represent that you have the right to submit any content you provide, and that it does not infringe any third-party intellectual property rights or privacy rights.

MyCivic does not claim ownership of your submitted content. Content is used solely for the purpose of routing, resolving, and verifying civic issues, and for generating anonymised statistical analyses of service performance.

MyCivic may remove submitted content that violates these terms, applicable law, or the reasonable operational requirements of the Platform.

Platform Availability

MyCivic will use reasonable efforts to keep MyCivic available and operational. However, we do not guarantee uninterrupted access to the Platform. Maintenance, updates, infrastructure issues, and events outside our control may occasionally affect availability.

We will communicate planned maintenance windows to municipal Clients in advance where reasonably practicable. For urgent or unplanned outages, we will communicate status updates through our operational status channels.

Citizens are not guaranteed continuous access to the Platform. If the Platform is temporarily unavailable and you need to report a non-emergency issue, please try again later. For urgent safety matters, contact your local municipal services directly or call emergency services.

Intellectual Property

The MyCivic Platform, including its software, algorithms, design, data models, routing logic, analytics methodology, and all associated intellectual property, is owned by MyCivic and protected by applicable intellectual property laws.

Nothing in these terms transfers ownership of any MyCivic intellectual property to any user or Client. Clients are granted a limited, non-exclusive, non-transferable licence to access and use the Platform during the term of their service agreement.

The performance data and analytics generated by the Platform for a specific municipal Client's deployment are made available to that Client. Aggregate anonymised data across deployments may be used by MyCivic for research, product development, and platform improvement purposes.

You may not copy, reverse engineer, decompile, disassemble, or create derivative works based on the Platform or any part of it.

Limitation of Liability

To the fullest extent permitted by applicable law:

For citizens

MyCivic provides MyCivic as a civic reporting facilitation service. We are not responsible for the actions or inactions of municipalities, public enterprises, or their field teams. We do not guarantee that any reported issue will be resolved, that any response will meet a particular standard, or that the Platform will be available at any given moment. The Platform is provided "as is" for the purpose of facilitating civic engagement.

For municipal clients

MyCivic's liability to municipal Clients is limited as specified in each Client's service agreement. In the absence of a specific agreement, MyCivic's total aggregate liability for any claim arising out of or in connection with the Platform shall not exceed the total fees paid by the Client to MyCivic in the three months preceding the event giving rise to the claim.

Excluded losses

MyCivic shall not be liable for: loss of profits, loss of revenue, loss of business, loss of data (other than as set out in our data obligations), reputational damage, or any indirect or consequential loss, whether or not foreseeable, arising out of or in connection with the Platform.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.

Indemnification

You agree to indemnify, defend, and hold harmless MyCivic and its officers, employees, and agents from any claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of:

• Your use of the Platform in violation of these Terms of Service.
• Content you submit that infringes a third party's rights or is otherwise unlawful.
• For municipal Clients: any claim by a citizen arising out of a Client's configuration, operation, or use of the Platform.

Governing Law and Disputes

These Terms of Service are governed by the laws of England and Wales, unless the deploying Client's service agreement specifies a different governing law appropriate to their jurisdiction.

For municipal Clients operating in the European Union, we commit to complying with applicable EU law including the GDPR, the Digital Services Act, and any relevant national implementation of EU directives governing public service technology.

Any dispute arising from these terms that cannot be resolved by good-faith negotiation will be referred to the courts of England and Wales, subject to any mandatory jurisdictional rules that apply in your country.

EU consumers are entitled to use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Changes to These Terms

We may update these Terms of Service from time to time to reflect changes in the Platform, changes in applicable law, or other operational reasons. When we make material changes, we will update the "Last updated" date at the top of this page.

Municipal Clients will be notified of material changes by email or through the Platform at least 30 days before the changes take effect. Continued use of the Platform after the effective date of updated terms constitutes acceptance.

If you object to any updated terms, your only recourse is to stop using the Platform. For municipal Clients with active service agreements, changes will be managed in accordance with the terms of those agreements.

Contact

For questions about these Terms of Service, or for any matter relating to your use of the Platform:

MyCivic
Email: mail@mycivic.io

For municipal Clients with active service agreements, your primary point of contact remains your account manager. These terms supplement, and do not replace, any specific agreements between MyCivic and your municipality.