Terms of Service

1. Who these terms are between

These Terms of Service govern your use of ScaleITCRM, provided by ScaleITCRM LLC ("we", "us"). "You" means the business that creates an account and the people who use it on that business's behalf. By creating an account, or by using the service, you agree to these terms. If you are agreeing on behalf of a company, you confirm you are authorised to bind it.

2. What the service is

ScaleITCRM is web-based software for managing a home-service contracting business: leads and customers, scheduling and dispatch, technician job tracking, estimates and invoices, reporting, and related features. We may add, change or remove features over time. We will not materially reduce the core functionality of a plan you are paying for without notice.

3. Your account

You must provide accurate information and keep your login credentials secure. You are responsible for everything done under your account, including by the team members you invite. Tell us promptly at support@scaleitcrm.com if you believe an account has been compromised.

Accounts are for business use. You must be at least 18 and legally able to enter a contract. Each workspace is a separate tenant; you may invite as many team members as your plan allows.

4. Trials, subscriptions and billing

New workspaces start with a 14-day free trial. No card is required to begin the trial. After the trial you must select a paid plan to continue using the service.

• Subscriptions are billed monthly in advance at the price shown when you select your plan. Prices may change, and we will give notice before a change affects your renewal.
• Payment is processed by Stripe. We do not receive or store your card number. Your use of Stripe is also subject to Stripe's own terms.
• You may cancel at any time. Cancellation takes effect at the end of the billing period you have already paid for. We do not provide prorated refunds for partial months unless required by law.
• If a payment fails, we follow Stripe's retry schedule. If it is not resolved, your workspace becomes read-only — your data remains intact and visible, but new records cannot be created until billing is current.

5. Taking payments from your own customers

ScaleITCRM offers optional card payment collection through Stripe Connect. If you enable it:

• You onboard your own Stripe connected account and agree to the Stripe Connected Account Agreement. Funds settle to your account, not ours.
• We charge a per-transaction platform fee, disclosed before you enable the feature, in addition to Stripe's own processing fees.
• You are the merchant of record for those transactions. The work, the pricing, the delivery of service, refunds and disputes with your customer are yours. We are the software you used to collect payment, not a party to the sale.
• You are responsible for your own tax obligations, including sales tax and any income reporting on amounts you collect.

6. Your data

Your data is yours. Customer records, job history, notes, estimates, invoices and everything else you put into your workspace remain your property. We claim no ownership of it.

You grant us a limited licence to store, process, transmit and display that data solely to operate and support the service for you — including transmitting it to the vendors listed in our Privacy Policy. We do not sell your data, and we do not use the contents of your workspace to train machine learning models.

Much of what you store is personal information about your customers. As between us, you are responsible for having a lawful basis to collect and use it, and for the accuracy of what you enter. We act on your instructions with respect to it.

You can export your data from the application at any time while your account is active. If you close your account, contact us and we will provide an export.

7. Acceptable use

You agree not to:

• Use the service to send unsolicited messages, or to contact people who have not consented
• Upload unlawful, infringing or malicious content
• Attempt to access another tenant's workspace or data, probe our security controls, or circumvent access restrictions
• Resell or white-label the service without a written agreement with us
• Use automated means to scrape the service, or to place unreasonable load on it
• Use the service to violate the Telephone Consumer Protection Act or any applicable messaging, privacy or consumer-protection law

We may suspend an account that we reasonably believe is causing harm — to other tenants, to message recipients, or to our standing with a carrier or payment processor. Where practical we will contact you first.

8. Messaging and email

Text messages and emails sent through ScaleITCRM to your customers are sent on your behalf and you are the sender of record. You must obtain and be able to evidence consent, honour opt-outs, and comply with our SMS Messaging Policy, which forms part of these terms.

You will indemnify us against claims, penalties and costs arising from messages sent from your account to recipients who did not consent to receive them.

9. Third-party services

ScaleITCRM depends on third-party providers for hosting, payments, messaging, mapping and AI features. They are listed in our Privacy Policy. We choose them carefully but we do not control them, and an outage or change at one of them may affect the service. Optional integrations you connect yourself — such as a Meta advertising account — are governed by that provider's terms as well as ours.

10. AI features

Some features use AI models to answer questions about your workspace, respond to website visitors, and draft text. These features can be wrong. Output is a suggestion, not advice, and should be reviewed before you rely on it or send it to a customer. Where an AI feature proposes a change to your records, it requires your confirmation before anything is written.

11. Availability

We work to keep the service available and to protect your data, but we do not promise uninterrupted or error-free operation. We may perform maintenance, and we may need to do so with little notice to address a security issue.

12. Warranties and liability

The service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement.

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits or lost revenue. Our total liability arising out of or relating to these terms will not exceed the amount you paid us in the twelve months before the event giving rise to the claim.

Nothing in these terms limits liability that cannot lawfully be limited, including for fraud or wilful misconduct.

13. Indemnity

You will defend and indemnify us against third-party claims arising from your use of the service, the data you put into it, the messages you send through it, or your breach of these terms.

14. Termination

You may stop using the service and close your account at any time. We may terminate or suspend your account for material breach of these terms, for non-payment, or if required by law. On termination your right to use the service ends. We retain your data for a limited period afterwards so you can request an export, then delete it as described in our Privacy Policy.

15. Changes to these terms

We may update these terms. If a change is material we will give notice by email or in the application before it takes effect. Continuing to use the service after that means you accept the updated terms.

16. Governing law

These terms are governed by the laws of the State of Delaware, without regard to its conflict of laws rules. The state and federal courts located in Delaware have exclusive jurisdiction over any dispute, and both parties consent to that venue.

17. General

These terms, together with the Privacy Policy and the SMS Messaging Policy, are the entire agreement between us about the service. If any provision is held unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver of it. You may not assign these terms without our consent; we may assign them in connection with a merger or sale of the business.

18. Contact

ScaleITCRM LLC
27 Albe Drive, Newark, DE 19702
support@scaleitcrm.com