Field Service Software Terms of Service
Review fieldd's terms here
Our all-in-one field service software has a range of use cases that varies from company to company, country to country.
1. Terms of service
By accessing the website at fieldd.co, and/or our mobile field service app (fieldd.me/app) and/or our mobile customer app, and/or registering as a new user via our apps or website provided by Fieldd PTY LTD (AU), Refresh Bookings Inc (USA & Global), Fieldd Software CA Inc.(CAN) “fieldd”, you are agreeing to be bound by these terms of service, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site and/or our mobile apps. The materials contained in this website and our mobile apps are protected by applicable copyright and trademark law.
2. Use license
a. Permission is granted to temporarily view one copy of the materials, or download the “apps” (information and/or software as a service) on fieldd’s website for personal, non-commercial transitory viewing only for the duration of your free trial, or active subscription. This is permission is solely a grant of a license to access our services, and in no way is this licence, or any payments made to fieldd, considered as a transfer of title, sale, or ownership of fieldd’s software, and under this license you may not:
i. attempt to modify and/or copy the materials;
ii. use the materials for any commercial purpose, or for any public display (commercial or non-commercial) without written permission;
iii. attempt to decompile and/or reverse engineer and/or inspect any software contained on fieldd’s website and/or in fieldd’s mobile apps;
iv. remove any copyright or other proprietary notations from the materials;
v. relay and/or transfer the materials to a conflicting third party;
vi. transfer or attempt to transfer the materials to another person or “mirror” the materials on any other server.
b. This license shall automatically terminate if you violate any of these restrictions.
c. Fieldd also reserves the right to terminate your free trial, and license at anytime without reason should we suspect your use of our software is not for typical reasons of our intended audience.
d. Upon terminating your access and viewing of these materials, and/or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.
3. Disclaimer
a. The materials on fieldd’s website and mobile apps are provided on an ‘as is’ basis. Fieldd makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties including, without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights.
b. Fieldd does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its website or otherwise relating to such materials or on any sites linked to this site or our mobile apps.
4. Limitations
5. Accuracy of materials
The materials appearing on fieldd’s website or mobile apps could include technical, typographical, or photographic errors. Fieldd does not warrant that any of the materials on its website or mobile apps are accurate, complete or current. Fieldd may make changes to the materials contained on its website, which includes but isn’t limited to features and bonuses included in plans, and/or mobile apps at any time without notice. However fieldd does not make any commitment to update the materials or notify you of updates.
6. Links
Fieldd has not reviewed all of the sites linked to its website or mobile apps and is not responsible for the contents of any such linked site. The inclusion of any link does not imply any endorsement by fieldd of the site. Use of any such linked website is at the user’s own risk.
7. Restricted business types
New account registrations in the following industries will be deleted:
a. Pornography;
b. Telecommunications, information, technology, computer network and/or technical support services which are located outside of the country they registered in;
c. Gambling or gaming services of any kind;
d. Cyber lockers and cloud storage;
e. Foreign currency trading;
f. Money service agencies and remittance providers;
g. Bitcoin and virtual currencies;
Tobacco, tobacco related products, electronic h. cigarettes and vapour ingestion devices;
i. Airlines;
j. Illicit drugs;
k. Pharmaceuticals;
m. Multi-level marketing or pyramid schemes;
n. Counterfeit products;
o. Fortune tellers, hypnosis or similar;
p. Debt refinancing or collection and related services;
q. Loan providers;
r. Selling social media follows, likes or similar;
s. Surgical or invasive cosmetic procedures;
t. Drug paraphernalia;
u. Get rich quick schemes;
v. Weapons;
w. VPN service providers;
x. Illegal products or services;
y. Products or services that infringe on the legal rights of another party;
z. Any business at our discretion that appears to be deceptive, unidentifiable by email and/or website, unfair and/or or is prohibited by one or more card schemes.
8. Platform and subscription fees
a. You agree that once your trial has ended, a monthly or annual subscription payment for access to fieldd, will be billed in advance via the designated credit card provided in the fieldd CRM. A refund after this point is not applicable, and any extra job usage above monthly allowances will be billed at the end of the month.
b. You agree that monthly plan job allowances will be deducted once a job has been booked, and the scheduled time has past.
c. Should a monthly or annual subscription payment for any of our plans and/or apps and/or any fees remain outstanding for 7 days we will restrict your access to fieldd.
d. Automatic billing of your platform fees will continue indefinitely in accordance with our terms unless canceled by contacting fieldd Support and receiving a cancellation confirmation. You will be notified of each transaction via email & in your account.
e. Once canceled, the subscription will continue until the end of the month or year on a normal billing cycle, where you will have normal usage until the end of the month or year. You will not be eligible for a pro-rata refund for the then-current subscription period before cancellation, of which fieldd will bill you for any outstanding usage charges, and continue to do so until payment is received. Any and all apps will also be deleted upon cancellation. Fieldd reserves the right to terminate your access and license earlier upon the cancellation request without reason should we suspect your use of our software is not for typical reasons of our intended audience.
f. The amount of any fieldd fees or the method of calculating any fieldd fees may be amended by us from time to time and published at fieldd.co/pricing, out of courtesy we will attempt to notify you in writing by email or electronic communication with at least 28 days notice should fees or plans differ. At our discretion, without reason, fieldd reserves the right to restrict platform access should we suspect avoidance of fees.
g. If a plan is canceled due to non-payment of platform fees (including plan & app fees), and the company wants to reactivate their plan, any and all outstanding platform fees must be paid before fieldd can re-activate the company on fieldd. If re-activation is requested for an app, you must have an active subscription for an app, and pay a fee of $149.00 USD per app. If it has been more than 30 days fieldd cannot guarantee the full restoration of the account.
h. There is a non-refundable $99 fee for each fieldd fee Chargeback and/or billing dispute, regardless of the outcome of the dispute with you and/or your card provider. Sometimes chargebacks are accidental, but if we determine, in our sole discretion, that you have excessive fieldd fee Chargebacks, we will limit your account and contest these chargebacks.
i. fieldd requires 30 days written notice to cancel your subscription.
j. Outstanding jobs within your fieldd account are your responsibility to manage. Fieldd takes no responsibility for job management.
k. Any refunds will be minus 3% credit card fees.
l. Any outstanding fees owed to fieldd will be sent to debt collection + $500.00 admin fee + all debt collection costs will be passed on to the company/individual owing fees.
Australian Customers using fieldd PAY:
a. Payment of the platform fee shall be withheld or deducted from any payment due to you or such other manner as fieldd, or Pin Payments may publish, as notified in writing by us to you from time to time.
b. You agree to pay any and all fees in respect of all transactions processed through the fieldd PAY Payment Service and these fees, along with the monthly platform fee, will be deducted pre-settlement of funds transacted through the Payment Service. Should there be owing fees, it will be deducted from the nominated credit card on file in the fieldd CRM.
9. Fieldd PAY (Australian customers only)
Platform Fees:
a. Payment of the platform fee shall be withheld or deducted from any payment due to you or such other manner as fieldd, or Pin Payments may publish, as notified in writing by us to you from time to time.
b. You agree to pay any and all fees in respect of all transactions processed through the fieldd PAY Payment Service and these fees, will be deducted pre-settlement of funds transacted through the Payment Service. Outstanding fees or inaccuracies will be deducted from the nominated credit card on file in the fieldd CRM and/or from the unpaid fieldd PAY balance.
Settlement
a. Fieldd engages a third party Southern Payment Systems PTY LTD “Pin Payments” to provide payment services to you when fieldd PAY is active where fieldd acts as an intermediary between you and Pin Payments. These Payment Services are for Credit and Debit Card transactions, and to bulk clear the funds into the relevant bank accounts. Fieldd is bound by and adopts Pin Payments’ terms and conditions for that be found at pinpayments.com/terms.
b. All FielddPAY credit card transactions processed Monday to Sunday, will be deposited by automatic electronic settlement at 12.30pm AWST Thursday to your nominated company and/or contractor bank accounts in your fieldd CRM dashboard.
c. Victorian & Australian National public holidays on Mon, Tues and/or Wed will delay Thursday’s settlement of funds.
10. Branded/White Label Mobile Apps
The below terms apply to the Branded / White Label Mobile Service Apps and Mobile Customer Apps.
a. General Terms
1. An active Growth, Scale, Enterprise or Corporate subscription is required to order, and hold an app. Once ordered, you agree to a 6-month contract with no plan downgrades or cancellations.
2. Once an app is ordered from the fieldd CRM, you acknowledge and agree that fieldd grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to download, install and use a copy of the fieldd Customer App or Service App, but in no way makes this licence or any payments made to fieldd, considered as a transfer of title, sale, or ownership of fieldd’s software.
3. Fieldd will provide you with the tools to help you design and create a format for fieldd to, on your behalf, upload apps on our Developer Accounts to the app stores.
4. Once the app has been successfully approved by Google Play & the Apple App Store on our developer account, fieldd will transfer the app to your Developer Accounts.
5. You acknowledge and agree that your mobile app must comply with App Store Terms of Service, and Google Play Terms of Service.
6. You acknowledge and agree that fieldd takes no responsibility for breaches of Google Play and/or Apple App Store terms of service that result in the removal or denial of your app from being published live in the relative app stores, and there will be no fieldd platform fee refunds should such event occur.
7. You acknowledge and agree that Google Play & Apple have no obligation whatsoever to maintain or support your customer app, and should the fieldd platform fees not be paid, fieldd will also not maintain or support your customer app resulting in the removal of the app from the app stores.
8. You acknowledge and agree that once the app is live, should you breach Google Play and/or The Apple App Store’s T&C’s with content that you have added and/or upload that results in the removal of your app by the relative App Stores, we reserve the right to charge a month’s subscription fee to re-build and resubmit the app as fieldd takes no responsibility for this removal.
b. App & Branding
The Branded / White Label Mobile apps (Mobile Service App and Mobile Customer App) offered in accordance with our terms are limited to the following extra branded / white label features. These apps are available on the Growth plan and above.
1. App Push Notifications
2. App Icons
3. App Splash Screens
4. App Store Ownership (Mobile App will be viewed and downloaded from your Google Play & Apple developer account but remains property of fieldd)
5. Customer App Side Menu Logo
6. CRM Logo
7. Email Header Logo
8. Online Bookings Page Logo
c. Extra Corporate Branding
1. Email sent from branding
2. Footer of email branding
3. Online booking page side menu logo
d. Terms
1. In no event will fieldd build any custom features or elements outside of the above features.
2. Features that are not listed above cannot be changed or included.
3. We do not offer a private label version or, a one time purchase of fieldd’s software.
4. Emails will be sent from noreply@fieldd.co (except for Enterprise Plans) however, the reply-to email will be white labeled / branded to your company email address.
c. App Revisions
1. Fieldd Branded / White Label Mobile App customers are given 1 free app revision. Further app revisions will be charged $149 USD per app.
11. Affiliate Program
Fieldd will honor referrals through fieldd.firstpromoter.com that lead a paying monthly or annual subscription. Terms of the promotion can be found at fieldd.firstpromoter.com
Fieldd reserves the right to deny referrals and payouts at anytime should we at our discretion determine it’s not a genuine referral and/or:
a. The referrer refers themself.
b. The referral no longer holds an active fieldd subscription.
c. If the referrer is claiming referrals that they did not refer.
d. The referrer is unable to be contacted by fieldd to confirm the validity of a referral.
12. Business Associate Agreement & HIPAA
If your business type requires HIPAA compliance, or you transmit PHI, you agree to auto-enrolling into a business associate agreement with fieldd where you’re a covered entity pursuant to HIPAA, and fieldd is a business associate to you. Find your BAA here.
Additional protections are included when HIPAA is toggled on in CRM preferences (Grow plan+ – contact us to activate).
a) Emails won’t include scheduling questions or calendar invites.
b) Links to scheduled jobs and invoices can only be accessed once the customer logs into their account.
c) Sessions will logout every four hours
Fieldd has taken care of most of the technical and security protections however, it is your responsibility to ensure your business practices and systems stay in compliance when using fieldd, these include, but are not limited to:
a) Not using calendar sync
b) Customizing emails, SMS & push notifications to remove PHI.
c) Turning off emails that include the clients name & email address in the reply-to field.
d) Checking with third-party integrations such as Stripe & Zapier for compliance.
Staying up to date with HIPAA compliance is our priority, but fieldd takes no responsibility for direct, or indirect HIPAA breaches, due to the actions or non-actions of fieldd subscribers, and their customers, workers, staff and/or sub contractors, whilst subscribed to the fieldd platform.
13. Modifications
Fieldd may revise these terms of service for its website and/or mobile apps at any time without notice. By using this website and/or our mobile apps you are agreeing to be bound by the then current version of these terms of service.
14. Customer support - Fair use policy
fieldd understands that companies will require extra support in the first few months of implementing fieldd and occasionally require high volumes of support outside of normal support patterns. In good faith fieldd will provide this extra support via our live chat that can be found in the fieldd CRM & on our website. If a company is not paying for an active fieldd subscription, and/or requires excessive support outside of normal customer support patterns, fieldd reserves the right to prioritise support for paying companies on an active subscription, and/or place these support requests in a queue. In rare cases, should companies require an enhanced support plan, this will be available for a monthly fee based on requirements after the Customer Support Fair Use Policy is exceeded and fieldd understands how many extra hours per month are required to support the company.
15. Platform - Fair use policy
fieldd understands that companies will require extra usage in the first few months of implementing fieldd and occasionally require high volumes of SMS & platform usage outside of normal patterns. In good faith fieldd will allow extra usage from time to time as we learn your normal usage patterns. If a company is not paying for an active fieldd subscription, and/or requires excessive SMS and/or traffic outside of normal usage patterns, fieldd reserves the right to rate limit items such as SMS & Google Maps. fieldd also prohibits the use of bots used to visit your online booking page and/or mobile apps. This usage of bots for a short term traffic spike will negatively affect your SEO in the long run, and fieldd will on-charge a fee for the extra resources required to host these users.
16. Unlimited - Fair use policy
Some of our subscriptions are offered or described as being “unlimited” in nature. This is subject, at all times, to reasonable usage limits of a business or municipality. If we determine, in our sole discretion, that your usage is excessive, unreasonable and/or outside of your subscription plan job limit or enterprise contract agreement, we reserve the right to apply a per job overage cost or, restrict your usage until your next billing cycle. fieldd wants all of its customers to get the best service and to be free to schedule jobs without limitations, with the best possible conditions. By ensuring that a very few do not abuse our services and engage in unreasonable use, we can continue to offer the great services you enjoy. We will use reasonable efforts to notify you if we decide to take such actions, but we also reserve the right to do so without notice.
17. Governing law
These terms and conditions are governed by and construed in accordance with the laws of Australia (for customers paying in AUD) and the United States (for customers paying in USD), and you irrevocably submit to the exclusive jurisdiction of the courts in these locations.
This policy is effective as of January 4th 2022.
View our Privacy Policy
View our GDPR: fieldd.co/gdpr