Terms of Service

By subscribing to, accessing, or using the Service, you agree to be bound by these Terms. If you are entering into these Terms on behalf of a Business Unit, you represent that you have authority to bind that Business Unit, and “you” refers to that Business Unit. If you do not agree to these Terms, you must not use the Service.

In these Terms:

• a Business Unit is the trade or service business that subscribes to the Service and on whose behalf the Service is operated;
• an Authorised User is a person the Business Unit permits to use the Service under its account (for example a dispatcher, technician, or administrator);
• a Marketing Agent is an external third party the Business Unit grants limited, scoped access to a defined part of its account, as described in § 3;
• Customer Data is the data a Business Unit uploads to, enters into, or generates through the Service about its own end customers and operations;
• End Customer means an individual or business that a Business Unit serves and whose information is handled through the Service.

We may update these Terms from time to time. If we make material changes, we will notify you by reasonable means (such as email to your account address or an in-product notice) before they take effect. Continued use of the Service after a change takes effect constitutes acceptance of the updated Terms.

FieldHub is a software-as-a-service field-service management platform for trade and service businesses. It provides dispatch, job scheduling, commission tracking, call handling, lead attribution, and integrations with third-party systems including ServiceM8, Telnyx, and Google services. We grant the Business Unit a non-exclusive, non-transferable right to access and use the Service during the subscription term, for its own internal business purposes, subject to these Terms.

2.1 Accounts and Authorised Users

The Business Unit is responsible for its account, for all activity that occurs under it, and for ensuring its Authorised Users comply with these Terms. You must keep authentication credentials secure, ensure account information is accurate, and promptly disable access for anyone who should no longer have it. You are responsible for configuring the Service's access controls and feature settings appropriately for your business.

2.2 Acceptable use

You must not, and must not permit any Authorised User or Marketing Agent to:

• use the Service in breach of any applicable law, or to send unlawful, infringing, or deceptive communications;
• access or attempt to access data, accounts, or parts of the Service you are not authorised to access, or circumvent the Service's access controls;
• interfere with, disrupt, or place an unreasonable load on the Service or its infrastructure, or attempt to reverse engineer it except to the extent permitted by law;
• use the Service to handle data you do not have a lawful basis to provide to us (see § 7).

2.3 Availability

We aim to keep the Service available and reliable, and we may perform maintenance, update features, or modify the Service from time to time. Except where a separate written service-level commitment applies, the Service is provided on an “as available” basis and we do not warrant uninterrupted or error-free operation (see § 8).

A Business Unit may grant a Marketing Agent — typically a marketing or advertising agency — limited access to a defined slice of its account so the agent can manage lead attribution and advertising integrations on the Business Unit's behalf. A Marketing Agent is an external third party, not an Authorised User of the Business Unit, and its access is deliberately and technically constrained.

3.1 Scope of agent access

A Marketing Agent can read and write only the resources that belong to the sub-account(s) the Business Unit has granted it. That is limited to: the tracking numbers assigned to those sub-accounts; the calls that arrive on those numbers, and those calls' recordings and transcripts; the dynamic-number-insertion and number-pool configuration for those numbers; and the agent's own Google Ads and Google Analytics connections and per-number conversion settings.

A Marketing Agent cannot see or access anything else, including: other agents' sub-accounts; other Business Units; the Business Unit's jobs, customers, quotes, invoices, or billing; or the identity of the Business Unit itself. These boundaries are enforced in the Service, not merely by policy.

3.2 Granting and revoking access

The Business Unit controls Marketing Agent access and may grant or revoke it at any time from within the Service. The Business Unit is responsible for deciding which agents to engage and for ensuring it is permitted to share the relevant data with them. Revoking a grant, or deactivating a sub-account, removes the agent's access to that slice.

3.3 Agent obligations

A Marketing Agent that accesses the Service through a Business Unit's grant agrees to these Terms and must: use the access only to provide attribution and advertising services to that Business Unit; treat call recordings, transcripts, and any caller personal information it can access as confidential; not attempt to access data outside its granted scope; and comply with applicable privacy and marketing law in handling that information. The Business Unit and the Marketing Agent are each responsible for their own handling of personal information they access through the Service.

The Service sends and receives communications on a Business Unit's behalf, including phone calls, SMS, and email, and records and transcribes calls where those features are enabled. Call recording may be enabled by default on inbound and outbound calls so that recordings, transcripts, and call summaries are available within the Service.

The Business Unit is solely responsible for ensuring that all legally required notices are given and all consents are obtained before calls are recorded, and for otherwise complying with all laws that apply to recording, monitoring, and communicating with callers and recipients in the relevant jurisdiction. Recording-consent requirements in Australia vary by state and territory and may require the consent of one or more parties to the call. Field Hub provides the technical means to record, disclose, and store calls, but does not provide legal advice and does not obtain consent on your behalf. Where the Service offers a caller-facing recording disclosure, it is your responsibility to enable and configure it appropriately for your obligations.

You are likewise responsible for ensuring you have a lawful basis to send the messages and emails you send through the Service, and for compliance with applicable anti-spam and electronic-communications law.

The Service integrates with third-party systems — including ServiceM8, Telnyx, and Google services — at the option of each Business Unit. When you enable an integration and authorise Field Hub to connect (for example via Google OAuth), you authorise us to access and exchange data with that third party only as needed to provide the feature you have enabled. Your use of each third-party service remains subject to that party's own terms, and we are not responsible for third-party services or their availability.

5.1 Google account connections

Where you (or a Marketing Agent you have authorised) connect a Google account, you represent that you are entitled to connect that account and to authorise the data flows described here. We store the credentials needed to maintain the connection — including OAuth refresh tokens — in encrypted form (see § 7 and our Privacy Policy). You may disconnect an integration at any time from within the Service or via your Google account security settings.

5.2 What we send to Google

Where authorised, the Service uploads offline conversion events — such as a booked job that originated from a tracked ad click, identified by a Google click identifier (GCLID, GBRAID, or WBRAID) — to your own Google Ads account using the Google Ads Data Manager API, and may send marketing-event data to your own Google Analytics property using the Measurement Protocol. These are write-backs performed on your behalf; the Service does not read your campaigns, budgets, or other account data for any other purpose. Our use of data received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements, as described in § 4 of the Privacy Policy.

Use of the Service is subject to the subscription fees and any usage-based charges agreed with you or set out in your plan. Unless stated otherwise, fees are stated exclusive of GST and other applicable taxes, which you are responsible for. We may change fees on reasonable notice; changes take effect from the next billing period after the notice.

6.1 Payment processing

Card payments are processed by a third-party payment processor (currently Stripe). By providing payment details you authorise us and our processor to charge the applicable fees. Field Hub does not store full payment card numbers. Field Hub absorbs the cost of card acceptance and does not apply a surcharge to card payments.

6.2 Payments you take through the Service

Where the Service facilitates payments to you from your customers (for example, card payments through Stripe), Field Hub does not charge a fee on those payments. Any fees charged by the payment processor are charged by the processor under your own agreement with it.

6.3 Non-payment

If fees are not paid when due, we may suspend or limit access to the Service after reasonable notice, without limiting our other rights. Fees already paid are non-refundable except where required by law or expressly agreed.

As between you and Field Hub, the Business Unit owns its Customer Data. You grant Field Hub the rights necessary to host, process, and transmit Customer Data for the purpose of providing and supporting the Service, and as otherwise described in our Privacy Policy. In respect of personal information about your End Customers, Field Hub generally acts as a service provider processing that information on your behalf, and you act as the entity responsible for that information.

You represent and warrant that you have a lawful basis to provide Customer Data to us and to authorise the processing described in these Terms and the Privacy Policy, including any consents or notices required to collect, record, share with Marketing Agents, or upload to third parties the data you handle through the Service.

We apply administrative, technical, and physical safeguards designed to protect data, including encryption in transit and at rest, encryption of sensitive third-party credentials, role-based access controls, per-business-unit data scoping, and audit logging — as described in the Privacy Policy. No security control is perfect, and we cannot guarantee that unauthorised access will never occur.

On termination, we will make Customer Data available for export for a reasonable period and then delete or de-identify it in accordance with the Privacy Policy and our retention practices, except where we are required to retain it by law.

8.1 Warranties and disclaimers

We warrant that we will provide the Service with reasonable care and skill. Except for that warranty and any guarantees that cannot be excluded under applicable law (including the Australian Consumer Law), the Service is provided “as is” and “as available”, and we disclaim all other warranties to the extent permitted by law. Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded.

8.2 Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, or consequential loss, or for loss of profits, revenue, goodwill, or data, arising out of or in connection with these Terms or the Service. To the maximum extent permitted by law, each party's total aggregate liability arising out of or in connection with these Terms is limited as set out in your plan or order, or, in the absence of such a figure, to the fees paid by you for the Service in the twelve months before the event giving rise to the liability. Where liability arises under a non-excludable consumer guarantee, our liability is limited, at our option, to re-supplying the Service or paying the cost of re-supply, to the extent permitted by law.

8.3 Indemnity

You agree to indemnify Field Hub against claims, losses, and costs arising from your breach of these Terms, your unlawful or unauthorised use of the Service, your failure to obtain a required recording disclosure or consent or any other lawful basis (§ 4, § 7), and the acts or omissions of your Authorised Users and the Marketing Agents you authorise (including a Marketing Agent's misuse of call recordings or caller personal information).

8.4 Term and termination

These Terms apply for as long as you use the Service. Either party may terminate as set out in your plan, and we may suspend or terminate access if you materially breach these Terms and do not remedy the breach within a reasonable time, or immediately where required to protect the Service or comply with law. On termination, your right to use the Service ends and the data provisions of § 7 apply.

8.5 Governing law

These Terms are governed by the laws of Queensland, Australia, and you and Field Hub submit to the non-exclusive jurisdiction of the courts of that State and the Commonwealth of Australia. If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.

8.6 Contact

Questions about these Terms can be sent to legal@fieldhub.com.au, Field Hub Pty Ltd (ACN 696 915 803).