Terms of Service

1. The Agreement

These Terms of Service (the "Terms") are entered into between Isles Mechanical LLC ("Isles Mechanical", "we", "us") and the entity or individual that creates an account or accepts these Terms ("Customer", "you"). ServiceRunner is a product of Isles Mechanical LLC; references to ServiceRunner in any document mean Isles Mechanical LLC as the contracting party.

By clicking to accept, creating an Organization, placing an Order, or accessing or using the Service, you accept these Terms. If you accept on behalf of a company or other legal entity, you represent that you have authority to bind that entity, and "you" refers to that entity. If you do not have that authority or do not agree, you must not use the Service.

1.1 Documents that form the agreement

The following are incorporated into and form part of these Terms:

• The Privacy Policy, which describes how we handle personal data;
• The Data Processing Addendum ("DPA"), which applies whenever we process personal data on your behalf;
• The Acceptable Use Policy ("AUP");
• The Cookie Policy and the Subprocessor list;
• The Mobile Application End User License Agreement ("EULA") for the iOS and Android apps; and
• Any Order, plan description or pricing page that applies to your subscription.

1.2 Order of precedence

If documents conflict, the following order controls, earlier prevailing over later: (a) a written agreement signed by authorized representatives of both parties; (b) the DPA, but only with respect to the processing of personal data; (c) an Order; (d) these Terms; (e) the other incorporated documents; (f) documentation, help content and marketing material, which are explanatory only and do not create obligations.

Terms contained in any purchase order, vendor registration portal or similar Customer document are rejected and have no effect, even if we acknowledge or process the document.

2. Definitions

• "Affiliate" means an entity that controls, is controlled by, or is under common control with a party.
• "Authorized User" means an employee, contractor or agent of Customer (or of Customer's clients, where Customer invites them) whom Customer has authorized to use the Service under Customer's Organization.
• "Beta Feature" means any feature identified as alpha, beta, preview, early access, experimental or similar.
• "Customer Data" means all data, content, files, photos, plans, forms, records and other material that Customer or its Authorized Users submit to, upload to or generate in the Service, including End-Client Data.
• "End-Client Data" means personal data about Customer's own customers, tenants, building occupants, property owners or other third parties that Customer chooses to record in the Service (for example a site contact name, phone number, email address or service address).
• "Documentation" means the then-current help content and technical documentation we make available for the Service.
• "Fees" means the amounts payable for the Service under an Order or the published pricing, including seat fees and storage overage fees.
• "Mobile Apps" means the ServiceRunner applications for iOS and Android distributed through the Apple App Store and Google Play.
• "Order" means a subscription purchased through the in-app checkout, an order form or another ordering document that references these Terms.
• "Organization" means the workspace created in the Service for Customer, under which Sites, Authorized Users, subscriptions and billing are managed.
• "Service" means the ServiceRunner platform, including the web application, the Mobile Apps, APIs, offline synchronization, storage, reporting and any related services we provide under these Terms.
• "Site" means a physical location, building, project or asset group that Customer sets up in the Service.
• "Subscription Term" means the period for which Customer has subscribed to a paid plan, including any renewal periods.
• "Third-Party Services" means products or services not provided by us that interoperate with the Service, as described in Section 10.

3. Accounts, Organizations and Authorized Users

3.1 Registration

You must provide accurate, current and complete registration information and keep it updated. You must be at least 18 years old, or the age of majority where you live if higher, and must be using the Service in the course of a trade, business or profession. The Service is offered to business Customers. An End Client may use a quote, invoice or payment page for personal purposes; that does not make the End Client a business subscriber or waive any mandatory consumer rights. The Customer's agreement with its End Client governs the work purchased from that Customer, subject to applicable law.

3.2 Organization administrators

The person who creates an Organization becomes its Owner. Owners and Administrators control the Organization: they invite and remove Authorized Users, assign roles and Site access, manage billing, configure integrations, export or delete Customer Data and set location-tracking and notification settings. We act on instructions from Owners and Administrators and are entitled to treat those instructions as authorized by Customer. Customer is responsible for keeping at least one active Owner and for transferring ownership before that person leaves.

3.3 Authorized Users

Customer is responsible for all activity under its Organization, including by Authorized Users, invited collaborators and anyone who accesses the Service using credentials issued under the Organization. Customer must ensure that its Authorized Users comply with these Terms and the AUP, and must inform them of the location, photo and activity data the Service collects when they use it (see Section 7.5 and the Privacy Policy). Seats may be reassigned to a new Authorized User when the previous user is removed, but a single seat may not be shared by more than one person at a time.

3.4 Credentials and security

You must keep passwords, API tokens and device sessions confidential and use reasonable security practices, including enabling two-factor authentication where offered. Notify us promptly at security@app.servicerunner.app of any suspected unauthorized access. We are not responsible for loss arising from use of your credentials before we receive that notice and have a reasonable opportunity to act on it.

4. Subscriptions, Trials and Billing

4.1 Plans

The Service is offered on a Free plan and on paid plans (currently "Pro" and "Unlimited") whose features, limits and prices are described on the pricing page or in your Order. Plan limits (such as Sites, tasks, equipment records and photos on the Free plan) are enforced in the Service and may be updated as described in Section 23.

4.2 Free trial

New Organizations may receive a free trial of a paid plan for the period stated at sign-up (currently 30 days). No payment method is required to start a trial. Unless you subscribe before the trial ends, the Organization reverts to the Free plan and features or capacity that exceed Free-plan limits become read-only or unavailable until you subscribe or reduce usage. We may modify or withdraw trials at any time. Trials are provided "as is" and the disclaimers in Section 16 apply to them.

4.3 Seat-based billing

Paid plans are priced per seat (an Authorized User with a paid role) per month or per year, as selected at checkout. Adding a seat during a billing period is charged pro rata for the remainder of that period; removing a seat takes effect at the end of the current billing period and no credit is issued for the unused portion. Free "collaborator" or read-only roles that we designate as unpaid do not consume a seat.

4.4 Automatic renewal

Your subscription renews automatically at the end of each Subscription Term for a further term of the same length at the then-current price, unless you cancel through the billing settings before the renewal date or we notify you that the plan is being discontinued. You authorize us and our payment processor to charge the payment method on file for each renewal, for seat additions and for storage overage fees. Where the law of your location requires renewal reminders or a different renewal mechanism, we will comply with that law.

4.5 Payment

Fees are billed in advance and are due on the invoice date. Payments are processed by Stripe; we do not store full payment card numbers. All Fees are stated in United States dollars unless the checkout shows another currency. Invoices paid by bank transfer under an Order are due within 30 days of the invoice date.

4.6 Price changes

We may change Fees or introduce new charges by giving at least 30 days' notice by email to the Organization's billing contact or within the Service. Changes take effect at the start of the next Subscription Term after the notice period. If you do not accept a price change, you may cancel before it takes effect, and that cancellation is your sole remedy. Prices fixed in a signed Order do not change during the term stated in that Order.

4.7 Taxes

Fees exclude sales, use, value-added, goods and services, withholding and similar taxes, duties and levies. You are responsible for all such taxes other than taxes on our net income. Where we are required to collect tax, it will be added to your invoice unless you supply a valid exemption certificate. If you are required to withhold tax, you will gross up the payment so that we receive the full invoiced amount.

4.8 Late payment and non-payment

If a payment fails or an invoice is not paid when due, we may retry the charge, notify the Organization's billing contacts, and, after at least 10 days' notice, downgrade the Organization to the Free plan, place it in a read-only state or suspend access until the balance is paid. Overdue amounts under an Order accrue interest at the lesser of 1.5% per month or the maximum rate permitted by law, and you will reimburse our reasonable collection costs. You may not withhold or set off Fees on account of a dispute; raise the dispute in writing within 30 days of the invoice and pay the undisputed portion.

4.9 Refunds

Fees are non-refundable and non-cancellable except (a) as expressly stated in these Terms, (b) where we terminate for convenience under Section 14.4, in which case we refund prepaid Fees for the unused remainder of the Subscription Term, or (c) where applicable law requires a refund. If you cancel mid-term, you keep access to the paid features until the end of the Subscription Term already paid for. Nothing in this Section limits any statutory right that cannot be excluded under the consumer-protection or business-protection laws of your location.

4.10 Upgrades and downgrades

Upgrades take effect immediately and are charged pro rata. Downgrades take effect at the end of the current billing period. If a downgrade results in usage that exceeds the new plan's limits, the excess features or content become read-only until usage is reduced or the plan is restored. Customer Data is not deleted because of a downgrade.

5. Storage Policy

On a paid plan, storage capacity is allocated per billable seat and pooled at the Organization, so it is shared by all of that Organization's Sites and Authorized Users regardless of which seat it was allocated for. Read-only Authorized Users are not billable seats and do not add capacity. Every Organization receives at least one seat's capacity. The included capacity and overage pricing are:

• Free plan: 1 GB in total. Uploads beyond that capacity are refused until space is freed or the Organization upgrades.
• Pro plan: 20 GB per billable seat, pooled per Organization, then US$10 per additional 100 GB per month (or part of a 100 GB block), billed with the subscription.
• Unlimited plan: 50 GB per billable seat, pooled per Organization, then US$10 per additional 100 GB per month (or part of a 100 GB block), billed with the subscription.

The included capacity therefore changes with the number of billable seats: adding or removing a billable seat adjusts the Organization's pool from that point on. Usage is measured as the total size of stored files (photos, documents, plans and their generated derivatives, exports and attachments) in the Organization, measured at least daily. Overage is calculated on the peak usage during each billing period, rounded up to the next 100 GB block above the included capacity.

Photo optimization. Photos uploaded to the Service are automatically optimized (re-encoded, resized and stripped of non-essential metadata) to reduce storage and bandwidth. Optimization is lossy; the original file is not retained unless a plan feature or setting states otherwise. If you need archival originals, keep them outside the Service.

Exceeding capacity. If an Organization exceeds its purchased capacity and either overage billing is not enabled or a storage payment fails, we will notify the Organization's administrators. After at least 10 days' notice we may throttle or suspend new uploads and derivative generation until usage is reduced below the purchased capacity or additional capacity is purchased. We will not delete Customer Data solely because a capacity limit is exceeded, except under Section 15 following termination.

We may change the included capacities and overage price as described in Section 4.6. The pricing page states the figures that apply to new subscriptions at any given time.

6. Acceptable Use

Your use of the Service must comply with the Acceptable Use Policy, which is incorporated by reference. In summary, you must not use the Service to break the law, infringe others' rights, upload malware, harass people, send unsolicited messages, scrape or reverse engineer the Service, circumvent plan limits or security, or resell the Service without our written consent. You must have a lawful basis, and any notices or consents required by law, for the personal data you record about your own clients, staff and contractors.

We may remove or disable access to content, and suspend accounts, that we reasonably believe violate the AUP, as described in Section 14.

7. Customer Data

7.1 Ownership

As between the parties, Customer owns all right, title and interest in Customer Data. We claim no ownership of Customer Data and acquire no rights in it other than the limited license below.

7.2 License to us

Customer grants us a non-exclusive, worldwide, royalty-free license to host, copy, transmit, display, process, optimize, back up and otherwise use Customer Data solely to provide, maintain, secure and support the Service, to comply with law, and as otherwise instructed by Customer. This license ends when Customer Data is deleted under Section 15, subject to the backup periods stated there.

7.3 Data processing roles

For personal data contained in Customer Data (including End-Client Data and technician location, photo and activity records), Customer is the controller (or "business") and we act as processor (or "service provider") on Customer's documented instructions. The DPA governs that processing and is incorporated by reference. For account, billing, support and usage data that we collect for our own purposes, we act as controller as described in the Privacy Policy.

7.4 Customer responsibilities

Customer is solely responsible for the accuracy, quality, legality and appropriateness of Customer Data and for the means by which it was acquired. Customer represents that it has all rights, consents and lawful bases required to submit Customer Data to the Service and to instruct us to process it as contemplated by these Terms, including any notices to and consents from its employees, contractors and End Clients required by employment, privacy, surveillance or geolocation laws in the places where they work.

7.5 Technician location and activity data

The Service can collect device location while an Authorized User is clocked in or on a dispatch shift, and records timestamps, photos and activity for tasks. Location collection is controlled by the Organization's settings and by the user's device permissions and can be turned off. Customer, as employer or engager of those users, decides whether to enable these features and is responsible for complying with laws that govern employee monitoring and location tracking in each jurisdiction where its users work, including providing any required notice and obtaining any required consent.

7.6 Aggregated and de-identified data

We may generate and use statistical, aggregated or de-identified data derived from use of the Service (for example, feature usage rates or performance metrics) to operate, improve and market the Service, provided that such data does not identify Customer, any individual or any Site and cannot reasonably be re-identified. We do not use Customer Data to train machine learning models that are made available to other customers without Customer's written agreement.

7.7 Backups and Customer's copies

We maintain routine backups for disaster recovery. Backups are not an archival service for Customer; Customer should export data it must retain for regulatory, warranty or insurance purposes using the export tools provided.

8. Confidentiality

"Confidential Information" means non-public information disclosed by one party to the other in connection with these Terms that is marked confidential or that a reasonable person would understand to be confidential. Customer Data is Customer's Confidential Information. The Service, its non-public features, security details and pricing offered under an Order are our Confidential Information.

The receiving party will use the disclosing party's Confidential Information only to perform under these Terms, protect it with at least the care it uses for its own confidential information (and no less than reasonable care), and disclose it only to employees, Affiliates, contractors and advisers who need to know it and are bound by obligations at least as protective. Confidential Information does not include information that is or becomes public without breach, was already known to the recipient, is independently developed, or is lawfully received from a third party without restriction. A party may disclose Confidential Information when required by law or court order, after giving reasonable notice where legally permitted. These obligations last for five years after termination and, for trade secrets and Customer Data, for as long as the information remains confidential.

9. Intellectual Property and Feedback

9.1 Our rights

The Service, Mobile Apps, Documentation and all related software, designs, trademarks, logos and content (other than Customer Data) are owned by Isles Mechanical LLC and its licensors and are protected by copyright, trademark, trade secret and other laws. These Terms grant a limited, non-exclusive, non-transferable, revocable right for Customer and its Authorized Users to access and use the Service during the Subscription Term in accordance with these Terms and the Documentation. All rights not expressly granted are reserved.

9.2 Restrictions

Except as permitted by law that cannot be excluded, you must not: copy, modify or create derivative works of the Service; reverse engineer, decompile or attempt to extract source code; rent, lease, sublicense, resell or provide the Service to third parties as a service bureau; remove proprietary notices; use the Service to build a competing product; or access the Service by automated means other than the documented APIs.

9.3 Feedback

If you send us suggestions, ideas or feedback about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free license to use them without restriction or obligation to you. Feedback is not Customer Data and is not Confidential Information of Customer.

9.4 Open-source components

The Service and Mobile Apps include open-source components licensed under their own terms. Those terms govern the relevant component to the extent they conflict with these Terms, and nothing in these Terms limits your rights under them.

10. Third-Party Services

10.1 Provider accounts and instructions

The Service interoperates with services we do not control, including:

• Stripe for our subscription billing and, where enabled, Customer invoice and recurring card payments. Card details are entered through Stripe-hosted checkout or embedded Stripe payment fields. See the Stripe Connected Account Agreement, applicable Stripe Services Agreement and Stripe Privacy Policy.
• Intuit QuickBooks Online for the accounting connection and supported synchronization you enable, under your applicable Intuit agreement and the Intuit App Center terms and Intuit Privacy Statement.
• Apple App Store and Google Play for distribution of the Mobile Apps (see Section 11).
• Single sign-on providers (Google, Microsoft, Apple), where enabled by your deployment, for authentication.
• Map and geocoding providers that supply base-map tiles and address lookup. Map imagery is subject to the provider's attribution and use terms shown on the map.
• Email, SMS and push notification carriers used to deliver notifications you configure.
• Device platforms (iOS, Android, browsers) that control permissions such as camera, location and notifications.

You must hold the required provider account and subscription, have authority to connect the selected business and keep its access permissions current. Connecting an account and enabling a workflow instructs us to exchange the relevant Customer Data and submit the supported operations you authorize, including configured background jobs and retries. It does not authorize unrelated uses of your data. Our Privacy Policy explains the data exchanged.

Third-Party Services have their own terms, charges, availability and data practices. We do not control their decisions or guarantee their continued availability or compatibility. Failures outside our control do not by themselves establish a breach by us. This does not excuse our own breach, reduce our obligations for subprocessors under the DPA, or override rights or obligations that applicable law or our agreements with providers impose.

10.2 QuickBooks synchronization and accounting review

Connecting QuickBooks grants access; it does not by itself enable accounting exports. Synchronization covers only the record types, directions, currency and workflows shown in the setup and Documentation. It is not a complete or continuous mirror of your books, an accounting backup, or a tax, bookkeeping or audit service. We do not provide professional accounting, tax, legal or financial advice or certify the accuracy of your books or returns.

• Review your setup. Confirm the Organization, QuickBooks company, customer and account mappings, currency, tax treatment and opening records with your accountant before enabling synchronization or changing a connection.
• Review results. Check sync status, pending and failed records, duplicates, unmatched receipts and reconciliation differences regularly and before relying on reports, closing a period, filing a return or collecting a balance. Reconcile against QuickBooks, processor and bank records; a local status or queued request alone does not prove a successful posting or settled payment.
• Expect exceptions. Network failures, expired access, provider limits or outages, concurrent edits, unsupported corrections and incorrect mappings can delay, omit, duplicate or misclassify entries. Retry and reconciliation controls reduce these risks but do not guarantee that every error is detected or repaired automatically.
• Correct carefully. If the outcome of an export or payment is uncertain, check the receiving provider before retrying or entering it manually. Pause the affected workflow, preserve the record identifiers and contact support about suspected faults. Maintain independent exports and records needed for your accounting and statutory retention duties.

Disconnecting stops new integration work in the Service and requests revocation of provider access; a request already submitted may complete and provider revocation may require retries. It does not undo records already written to QuickBooks, erase required audit history, cancel an Intuit subscription or transfer a prior company's history to a new company. Verify the disconnect status and remove access in QuickBooks as well if necessary. Deletion requests and retention are addressed in the Privacy Policy and DPA.

10.3 Customer invoice and recurring card payments

For payments for your goods or services, you are the seller and the merchant in the connected Stripe account used for the transaction. We supply software to send your payment instructions; we are not the seller of your work, a bank, an escrow service or an insurer of collection. Platform subscription Fees under Section 4 are separate from amounts your End Clients pay you. This allocation between you and us does not alter Stripe's rights or its allocation of platform and connected-account responsibilities under its agreements.

Before accepting live payments you must complete the required Stripe onboarding and accept the applicable Stripe Connected Account Agreement and Stripe Services Agreement linked above. Stripe's acquirer disclosure identifies its acquiring financial partners and their contact information. Acceptance of these platform Terms does not substitute for any acceptance or verification Stripe requires.

• Merchant duties. Provide accurate business and verification details; maintain the required Stripe capabilities; identify your business to the payer; and handle fulfillment, pricing, tax obligations, receipts, customer support, cancellations, refunds and disputes. Do not use another business's merchant account or submit unlawful or unauthorized charges.
• Payment authorization. Obtain the payer's valid authority for each payment and explicit permission for any saved-card or recurring use, including the amount or calculation, frequency, term and cancellation method. Provide a retainable copy of the authorization and required notices, keep the evidence for the legally required period, and honor withdrawals and changes as required by law and payment-network rules. Accepting these platform Terms does not authorize an End Client's card charge.
• Fixed-term collection. The implemented recurring agreement workflow collects only for the accepted schedule and term; a later term requires fresh acceptance. Saving a card is separate from paying an invoice. Stopping automatic collection does not itself cancel the underlying service agreement, forgive an unpaid invoice or reverse a payment already submitted. End Clients retain applicable cancellation, stop-payment, refund and dispute rights.
• Processor outcomes. Payments can fail, require further authentication, be delayed, reversed or disputed. Stripe or a bank may restrict an account, hold funds or delay payouts. We do not guarantee payment approval, fraud detection, settlement, payout timing or a particular dispute outcome.
• Refunds and records. An invoice credit, void, manual payment entry or accounting adjustment does not itself return money through Stripe. Initiate any required provider refund through the supported provider process and verify its outcome. Monitor processor notices and dispute deadlines, including where action must be taken outside this Service.
• Security. Enter card details only in the designated Stripe payment fields. Do not put full card numbers, security codes, bank credentials or provider secrets into notes, files, chat or support requests. Using Stripe does not by itself establish your compliance with applicable law, PCI DSS or payment-network requirements.

You are responsible for provider fees, refunds, chargebacks and negative balances allocated to you under your provider agreement. If a provider recovers such an amount from us because of your unauthorized charge, breach of these Terms or failure to fulfill your sale, you must reimburse the documented amount to the extent caused by your conduct and permitted by law, excluding amounts caused by our breach, negligence, fraud or wilful misconduct. This clause does not authorize a new debit or offset outside a separately agreed lawful payment mandate.

Report suspected sync or payment faults promptly to support@app.servicerunner.app, and unauthorized access to security@app.servicerunner.app. We will investigate reports concerning our Service. Provider dispute, refund and bank deadlines still apply; reporting an issue to us does not extend them. Failure to report does not waive a non-waivable right.

11. Mobile Applications and App Store Terms

The Mobile Apps are licensed, not sold, under these Terms and the EULA. Use of the Mobile Apps also requires compliance with the usage rules of the store from which you obtained them. Where the store's usage rules are less restrictive than or conflict with these Terms, these Terms control to the extent permitted by the store's terms.

11.1 Terms required by Apple

The following applies to any Mobile App obtained from the Apple App Store ("iOS App"):

1. Acknowledgement. These Terms are concluded between you and Isles Mechanical LLC only, and not with Apple Inc. ("Apple"). Isles Mechanical, not Apple, is solely responsible for the iOS App and its content. Where these Terms are less restrictive than the Apple Media Services Terms and Conditions ("Apple Terms"), the Apple Terms govern to that extent.
2. Scope of license. The license granted for the iOS App is limited to a non-transferable license to use the iOS App on Apple-branded products that you own or control, and as permitted by the Usage Rules in the Apple Terms, except that the iOS App may be accessed and used by other accounts associated with you via Family Sharing or volume purchasing.
3. Maintenance and support. Isles Mechanical is solely responsible for providing any maintenance and support for the iOS App, as specified in these Terms or as required by law. Apple has no obligation to furnish any maintenance or support services for the iOS App.
4. Warranty. Isles Mechanical is solely responsible for any product warranties, whether express or implied by law, to the extent not effectively disclaimed. In the event of any failure of the iOS App to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price for the iOS App (if any) to you. To the maximum extent permitted by law, Apple has no other warranty obligation with respect to the iOS App, and any other claims, losses, liabilities, damages, costs or expenses attributable to a failure to conform to a warranty are Isles Mechanical's sole responsibility.
5. Product claims. Isles Mechanical, not Apple, is responsible for addressing any claims by you or any third party relating to the iOS App or your possession or use of it, including (i) product liability claims; (ii) any claim that the iOS App fails to conform to any applicable legal or regulatory requirement; and (iii) claims arising under consumer protection, privacy or similar legislation, including in connection with the iOS App's use of the HealthKit and HomeKit frameworks (which the iOS App does not use).
6. Intellectual property claims. In the event of any third-party claim that the iOS App or your possession and use of it infringes that third party's intellectual property rights, Isles Mechanical, not Apple, is solely responsible for the investigation, defense, settlement and discharge of that claim, subject to Section 18.
7. Legal compliance. You represent and warrant that (i) you are not located in a country that is subject to a U.S. Government embargo or that has been designated by the U.S. Government as a "terrorist supporting" country; and (ii) you are not listed on any U.S. Government list of prohibited or restricted parties.
8. Developer contact. Questions, complaints or claims about the iOS App should be directed to Isles Mechanical LLC, support@app.servicerunner.app.
9. Third-party terms. You must comply with applicable third-party terms of agreement when using the iOS App (for example, your wireless data service agreement).
10. Third-party beneficiary. Apple and Apple's subsidiaries are third-party beneficiaries of these Terms as they relate to the iOS App, and upon your acceptance of these Terms Apple will have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary.

11.2 Google Play

For a Mobile App obtained from Google Play, you acknowledge that Google LLC and its Affiliates are third-party beneficiaries of these Terms as they relate to that app, that Google is not responsible for the app or for support, warranty or claims relating to it, and that the Google Play Terms of Service apply to your download of the app.

11.3 Device permissions and background operation

The Mobile Apps request permissions for camera, photo library, location (including background location when clocked in or on shift, if your Organization enables it), notifications and network access. You can withdraw any permission in the device settings; some features will then be unavailable. The Mobile Apps store data on the device for offline use; you are responsible for securing the device and for wiping it when it leaves your control.

12. Beta Features

We may offer Beta Features for evaluation. Beta Features are provided "as is", may be changed or withdrawn at any time, may contain errors, are excluded from any service-level or support commitment, and are not covered by the indemnity in Section 18.2. Our total liability arising from Beta Features is limited to US$100. We may collect additional diagnostic data while a Beta Feature is in use, as described in the Privacy Policy. Do not rely on Beta Features for production records without maintaining your own copy.

13. Service Levels and Support

13.1 Availability

We target 99.9% monthly availability of the Service, excluding scheduled maintenance (for which we aim to give at least 24 hours' notice), emergency maintenance, Beta Features, Third-Party Service failures, force-majeure events and issues caused by Customer's network, devices or configuration. This target is an operational objective and not a contractual guarantee. Service credits, uptime commitments and response-time commitments apply only if set out in a signed Order.

13.2 Support

We provide support by email at support@app.servicerunner.app and through the in-app feedback tool during our normal business hours. Paid plans receive prioritized handling; the Unlimited plan includes priority support. We do not provide support to End Clients or to the public.

13.3 Changes to the Service

We continuously improve the Service and may add, change or remove features. We will not materially reduce the core functionality of a paid plan during a prepaid Subscription Term without giving at least 30 days' notice and, if the reduction is material to you, the right to terminate and receive a pro-rata refund of prepaid Fees for the remainder of that term.

14. Suspension and Termination

14.1 Term

These Terms begin when you first accept them and continue until all Organizations under your control are deleted and any Subscription Term has ended.

14.2 Termination by you

You may cancel a subscription at any time in the billing settings, effective at the end of the current Subscription Term, and may delete your Organization at any time. Deleting an Organization ends all access to its Customer Data by all Authorized Users; export what you need first.

14.3 Suspension

We may suspend all or part of the Service for an Organization or an Authorized User, with notice where practicable, if we reasonably believe that (a) there is a breach of the AUP or a security threat to the Service or others; (b) Fees are overdue after the notice in Section 4.8; (c) continued provision would violate law or a Third-Party Service's terms; or (d) the account is being used fraudulently. We will limit suspension to what is reasonably necessary and restore access promptly once the cause is resolved.

14.4 Termination by us

We may terminate these Terms or any subscription (a) for material breach not cured within 30 days after written notice (immediately for breaches of the AUP that cannot be cured or that create legal risk); (b) if Customer becomes insolvent, makes an assignment for the benefit of creditors or is subject to bankruptcy or similar proceedings; or (c) for convenience on 60 days' notice, in which case we refund prepaid Fees for the unused remainder of the Subscription Term. We may also discontinue the Service entirely on at least 90 days' notice with the same refund.

14.5 Effect

On termination or expiry, the rights granted to Customer end, Fees accrued before termination remain payable, and Section 15 governs Customer Data. Sections that by their nature should survive (including 4.5 to 4.9 for accrued amounts, 7, 8, 9, 15 to 22 and 24) survive.

15. Data Export and Deletion

15.1 Export during the term

Customer may export Customer Data at any time during the Subscription Term using the export features in the Service (including Site and equipment exports, reports and bulk photo download) or through the API, subject to plan limits.

15.2 Export window after termination

For 30 days after a subscription ends or an Organization is scheduled for deletion (the "Export Window"), Customer Data remains available for export by an Owner or Administrator, in a read-only state where applicable. On written request during the Export Window we will provide reasonable assistance, which may be chargeable at our then-current professional services rates if it goes beyond the self-service tools.

15.3 Deletion

After the Export Window we will delete or de-identify Customer Data from active systems within 90 days of termination, and from backups within 6 months as backups rotate, unless retention is required by law, by a pending dispute, or by an outstanding legal hold. Free-plan Organizations that have been inactive for 12 consecutive months may be deleted after 30 days' notice to the Owner's email address. Deletion is irreversible.

15.4 Individual account deletion

An Authorized User may delete their own user account from their profile settings or by contacting us. Records that user created inside an Organization (tasks, photos, logs, time entries) belong to that Organization's Customer Data and are retained by the Organization; only the user's personal profile is removed.

16. Disclaimers

The Service helps you schedule and document maintenance, inspections and tasks. It does not perform inspections, verify that work was done correctly, or determine whether equipment is safe or compliant. Customer remains solely responsible for the condition, code compliance, statutory inspection, testing, certification and safe operation of all equipment, systems and premises it manages, including elevators and lifts, HVAC and refrigeration, boilers and pressure vessels, fire detection and suppression systems, electrical systems, gas systems, backflow devices and building envelopes, and for meeting every deadline set by law, by a manufacturer or by an insurer, regardless of any reminder, schedule, status or report generated by the Service.

Do not rely on the Service for emergency response, dispatch of emergency services, or alerts where delay or failure could cause injury, death or property damage. Notifications may be delayed, batched, throttled by the device or carrier, or not delivered. Location data is approximate and depends on the device and environment.

To the maximum extent permitted by law, the Service, the Mobile Apps, Documentation and all related services are provided "as is" and "as available". Isles Mechanical LLC and its licensors disclaim all warranties, whether express, implied, statutory or otherwise, including any warranty of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, quiet enjoyment and any warranty arising from course of dealing or usage of trade. We do not warrant that the Service will be uninterrupted, error-free, secure, or free of harmful components, that data will not be lost, or that the Service will meet your requirements or any regulatory requirement applicable to you.

Some jurisdictions do not allow the exclusion of certain warranties or of statutory guarantees. To the extent such a warranty or guarantee cannot be excluded, our liability for its breach is limited, at our option and to the extent permitted, to re-supplying the Service or paying the cost of re-supply.

17. Limitation of Liability

17.1 Exclusion of certain damages

To the maximum extent permitted by law, neither party (nor our licensors or subprocessors) will be liable under or in connection with these Terms, under any theory of liability (contract, tort including negligence, statute, strict liability or otherwise), for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, business, contracts, goodwill or anticipated savings, loss or corruption of data, business interruption, cost of substitute services, fines or penalties imposed by a regulator, or damage to or loss of equipment or property, even if advised of the possibility of such damages and even if a remedy fails of its essential purpose.

17.2 Cap

To the maximum extent permitted by law, the total aggregate liability of Isles Mechanical LLC, its Affiliates, licensors and subprocessors arising out of or relating to these Terms and the Service will not exceed the total Fees actually paid by Customer to us for the Service in the twelve (12) months immediately preceding the event first giving rise to the claim, or US$100 if no Fees were paid (including for the Free plan and trials). Multiple claims do not enlarge this limit.

For this calculation, Fees are charges paid to us for the platform. End-Client invoice amounts, payment volume processed for Customer, taxes and charges retained by payment or accounting providers are not platform Fees and do not increase this cap.

17.3 Exceptions

Sections 17.1 and 17.2 do not limit (a) either party's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited by applicable law; (b) Customer's obligation to pay Fees; (c) either party's indemnification obligations under Section 18 for third-party claims; or (d) a party's liability for wilful misconduct or for breach of Section 8 (Confidentiality) other than through a security incident affecting Customer Data, for which the cap in Section 17.2 applies.

17.4 Basis of the bargain

The parties agree that the Fees reflect the allocation of risk in this Section and Section 16, that the Service would not be offered at those Fees without it, and that these limits apply even if a remedy fails of its essential purpose. If applicable law (including, for a Customer located in a jurisdiction whose law prohibits certain limitations) does not permit a limitation in this Section, the limitation applies to the maximum extent permitted.

17.5 Financial integrations and mandatory rights

Subject to Section 17.3 and applicable law, the exclusions and cap above also apply to claims involving accounting synchronization or card processing, including incorrect, missing, duplicate or delayed records or transactions, reconciliation work, collection delays and provider outages. These Terms do not release us from obligations that cannot lawfully be excluded, restrict a regulator or provider that is not bound by them, excuse unlawful data handling, or waive an End Client's rights against its merchant, card issuer or bank.

18. Indemnification

18.1 By Customer

Customer will defend Isles Mechanical LLC, its Affiliates and their officers, directors, employees and contractors against any third-party claim, and indemnify them for resulting damages, settlements, fines and reasonable costs (including legal fees), to the extent arising from (a) Customer Data, including any claim that Customer Data or our processing of it in accordance with these Terms infringes or misappropriates third-party rights or violates law; (b) Customer's or its Authorized Users' use of the Service in breach of these Terms, the AUP or applicable law, including employment, monitoring, privacy and geolocation laws; (c) any equipment, premises, service or work managed, documented or scheduled using the Service, including any injury, death or property damage relating to it; or (d) a dispute between Customer and its End Clients, employees or contractors; or (e) Customer's unauthorized payment instructions, failure to obtain or honor required payment consent, or breach of its merchant or accounting-provider obligations. Customer owes no indemnity to the extent a claim is caused by our breach of these Terms, negligence, fraud or wilful misconduct, or to the extent indemnification is prohibited by law.

18.2 By us

We will defend Customer against any third-party claim alleging that the Service, as provided by us and used in accordance with these Terms, infringes a patent, copyright or trademark or misappropriates a trade secret of that third party, and will indemnify Customer for damages and costs finally awarded or agreed in settlement. If such a claim is made or appears likely, we may at our option procure the right for Customer to continue using the Service, modify or replace it so that it is non-infringing, or, if neither is commercially reasonable, terminate the affected subscription and refund prepaid Fees for the unused remainder of the Subscription Term. This Section does not apply to claims arising from Customer Data, Third-Party Services, Beta Features, open-source components, modifications not made by us, combination with items not supplied by us, or use after we notified Customer to stop. This Section states our entire liability and Customer's exclusive remedy for infringement claims.

18.3 Procedure

The indemnified party must promptly notify the indemnifying party of the claim (delay excuses the indemnifying party only to the extent it is prejudiced), give the indemnifying party sole control of the defense and settlement (except that no settlement may impose liability or admissions on the indemnified party without its consent, not to be unreasonably withheld), and provide reasonable cooperation at the indemnifying party's expense.

19. Insurance and Force Majeure

19.1 Insurance

We maintain insurance that we consider appropriate for our business, but we make no promise to Customer as to the existence, type or limits of any policy, and Customer is not an insured or beneficiary under any of our policies unless a signed Order says otherwise. Customer is responsible for its own insurance, including general liability, professional liability and cyber coverage for its operations.

19.2 Force majeure

Neither party is liable for failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, epidemic, war, terrorism, civil unrest, labor disputes, government action, failure or degradation of the internet, telecommunications or mobile networks, power failure, failure of a cloud infrastructure or Third-Party Service provider, denial-of-service or other attacks that could not reasonably have been prevented, or shortage of components. The affected party will use reasonable efforts to mitigate and resume performance. If a force-majeure event prevents the Service from being provided for more than 30 consecutive days, either party may terminate the affected subscription and we will refund prepaid Fees for the unused remainder.

20. Governing Law and Dispute Resolution

20.1 Governing law

These Terms and any dispute or claim arising out of or relating to them, the Service or their subject matter (including non-contractual disputes) are governed by the laws of the State of Florida, United States, without regard to its conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods and the Uniform Computer Information Transactions Act (where enacted) do not apply.

20.2 Informal resolution first

Before starting any formal proceeding, the party raising a dispute will send written notice describing it to the other party (to us at legal@app.servicerunner.app; to you at the Owner's email on file), and the parties will attempt in good faith to resolve it through discussion between people with authority to settle for at least 30 days.

20.3 Binding arbitration

If the dispute is not resolved informally, it will be finally resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules in force when the arbitration starts, before a single arbitrator. The seat of arbitration is Florida, United States; hearings may be conducted by video conference, and either party may elect that a claim under US$25,000 be decided on written submissions. The arbitrator may award any relief a court could award to an individual party, but only in favor of and against the individual party seeking relief, and must apply Sections 16 and 17. Judgment on the award may be entered in any court of competent jurisdiction. This Section is governed by the Federal Arbitration Act where that Act applies, and otherwise by the arbitration law of the seat.

20.4 Carve-outs

Either party may (a) bring an individual claim in a small-claims court of competent jurisdiction if the claim qualifies; (b) seek injunctive or other equitable relief in the state and federal courts located in Florida, United States to protect its intellectual property, Confidential Information or the security of the Service; and (c) pursue collection of undisputed Fees in court. Nothing in this Section removes a mandatory protection, right or forum that you have under the laws of the place where you are established and that cannot be waived by agreement.

20.5 Class action and jury waiver

To the extent permitted by law, each party agrees that disputes will be resolved only on an individual basis and waives any right to bring or participate in a class, collective, consolidated or representative action or arbitration, and waives any right to a jury trial. If this waiver is found unenforceable as to a particular claim, that claim (and only that claim) will proceed in the state and federal courts located in Florida, United States rather than in arbitration, and the remainder of this Section continues to apply.

The enforceability of pre-dispute arbitration clauses and class waivers varies by jurisdiction. For example, some Canadian provinces (including Ontario and Quebec) restrict their application to consumer contracts and certain business agreements, and the law of the United Kingdom and the European Union may treat them differently for small businesses. Where such a rule applies to you and cannot be excluded, Sections 20.3 and 20.5 apply only to the extent that rule permits, and any remaining dispute will be heard in the state and federal courts located in Florida, United States.

20.6 Opt-out

You may opt out of Sections 20.3 and 20.5 by emailing legal@app.servicerunner.app from the Owner's email address, with the subject line "Arbitration opt-out" and the Organization name, within 30 days after first accepting these Terms. If you opt out, disputes will be resolved exclusively in the state and federal courts located in Florida, United States, and each party submits to the personal jurisdiction of those courts.

20.7 Venue for non-arbitrable matters

Any matter not subject to arbitration will be brought exclusively in the state and federal courts located in Florida, United States, and each party consents to the personal jurisdiction of and venue in those courts, except that we may enforce a judgment or seek injunctive relief in any court of competent jurisdiction.

20.8 Time limit

To the extent permitted by law, any claim arising out of these Terms must be started within one year after the claim accrued; otherwise it is permanently barred.

21. Export Controls, Sanctions and Government Use

The Service and Mobile Apps are subject to export control and economic sanctions laws of the United States and other jurisdictions. You represent that neither you nor any Authorized User is located in, organized under the laws of, or ordinarily resident in a country or territory subject to comprehensive sanctions, or is a person listed on a government restricted-party list, and you will not use or permit use of the Service in violation of those laws or for any prohibited end use.

The Service is commercial computer software and commercial computer software documentation. If Customer is a government agency, the Service is licensed only with the rights set out in these Terms, consistent with the applicable acquisition regulations for commercial items, and no additional government rights are granted. We do not currently offer government-specific terms, security accreditations or data-residency commitments unless stated in a signed Order.

22. General Terms

22.1 Assignment

Customer may not assign or transfer these Terms or any subscription without our prior written consent, except to a successor in a merger, acquisition or sale of substantially all of its assets that is not a competitor of ours and that agrees in writing to be bound. We may assign these Terms to an Affiliate or to a successor in connection with a merger, acquisition, reorganization or sale of all or substantially all of the assets of the business to which these Terms relate, on notice to Customer. Any other attempted assignment is void.

22.2 Notices

We may give notices by email to the Owner's and billing contacts' email addresses on the account, by posting within the Service, or by any address you provide. Notices to us must be sent by email to legal@app.servicerunner.app, with a copy of legal notices marked "Attention: Legal". Notices are effective when sent by email (unless a delivery failure is received) or when received by post. Keep your contact details current; a notice sent to an address on file is effective even if the inbox is no longer monitored.

22.3 Entire agreement; amendments

These Terms, including the incorporated documents and any Order, are the entire agreement between the parties regarding their subject matter and supersede all prior or contemporaneous proposals, representations and agreements, oral or written. Except as provided in Section 23, amendments must be in writing and signed (including electronically) by both parties.

22.4 Severability; waiver

If any provision is held invalid or unenforceable, it will be enforced to the maximum extent permissible and the remaining provisions remain in full force. A waiver is effective only in writing and only for the instance stated; failure or delay in exercising a right is not a waiver.

22.5 Independent contractors; no third-party beneficiaries

The parties are independent contractors. Nothing creates a partnership, joint venture, agency or fiduciary relationship. Except for Apple and Google under Section 11 and the indemnified persons under Section 18, there are no third-party beneficiaries of these Terms.

22.6 Electronic acceptance; counterparts

You agree that clicking "I agree", creating an account or continuing to use the Service after notice of updated Terms has the same legal effect as a handwritten signature, and that electronic records of acceptance are admissible. An Order may be signed in counterparts, including electronically.

22.7 Publicity

We may identify Customer by name and logo as a customer in our marketing materials unless Customer opts out by emailing legal@app.servicerunner.app. We will not describe Customer's use of the Service or quote Customer without its written approval.

22.8 Interpretation; language

Headings are for convenience only. "Including" means "including without limitation". These Terms are drafted in English; a translation is provided for convenience only and the English version controls to the extent permitted by law. Where the Customer is established in Quebec, the parties confirm that they have requested that these Terms and all related documents be drawn up in English.

22.9 Survival

Sections 2, 4 (as to amounts accrued), 7, 8, 9, 12, 14.5, 15, 16, 17, 18, 19, 20, 21, 22 and 24, and any other provision that by its nature is intended to survive, survive termination or expiry of these Terms.

23. Changes to These Terms

We may update these Terms and the incorporated documents from time to time to reflect changes to the Service, our business or the law. If a change is material, we will give at least 30 days' notice before it takes effect by emailing the Owner and billing contacts and posting a notice in the Service; non-material changes (clarifications, new features, corrections) take effect when posted. The "Last updated" date at the top of this page identifies the current version. If you do not agree to a material change, you may terminate the affected subscription before it takes effect and receive a pro-rata refund of prepaid Fees for the remainder of the term; continued use of the Service after the effective date is acceptance of the updated Terms. Changes do not apply retroactively to disputes that arose before the effective date. Where a signed Order fixes the version of these Terms, that version applies for the term of that Order.

24. Contact

Questions about these Terms, notices and opt-outs:

• Legal notices: legal@app.servicerunner.app
• Support: support@app.servicerunner.app
• Privacy and data requests: privacy@app.servicerunner.app
• Security reports: security@app.servicerunner.app
• Post: Isles Mechanical LLC, Attn: Legal Department (postal address available on request from legal@app.servicerunner.app)

Version 2026-09-13. ServiceRunner is a product of Isles Mechanical LLC.