Terms of service

1. Who this agreement is between

These terms are between Steddy ("Steddy", "we") and the business that opens a Steddy account ("you"). You accept them when an account is opened for you, when you accept an invite to one, or when you use Steddy. If you accept for a company, you confirm you are allowed to bind it.

Steddy is sold to businesses. The people you invite, your office staff and your technicians, use Steddy under your account and under these terms. You are responsible for what they do in it.

Nothing in these terms takes away a right the Australian Consumer Law gives you that cannot be taken away. Where these terms and that law differ, the law wins.

2. What Steddy is

Steddy is job management software for trade businesses: the office app at app.steddyhq.com, Steddy Crew for technicians, the pages a homeowner sees to approve a quote, pay a deposit, use a portal or leave a rating, and the calls, texts and emails that pass through it. The three plans, Steddy, Steddy Loop and Steddy Fleet, are described on the pricing page, and what each includes on the day you sign up is part of this agreement.

We keep improving Steddy, and features change. If we remove something your plan includes, we tell you at least 30 days before it goes, and you can leave before then with a refund of anything you have paid for beyond that date.

3. Your account and your people

• Give us accurate details and keep them current. We send notices under these terms to the account owner's email address.
• Keep sign-in details private. Each person should have their own login.
• An admin can do everything in your account. Office staff work leads, jobs, quotes and invoices. Technicians use Steddy Crew. Choose roles with care, because the account is yours.
• Tell us at once if you think someone is in your account who should not be.

4. Plans, fees and billing

• Every plan has a monthly price, plus a price for each technician. Office staff on the phones are included, however many you have.
• A technician is anyone you send a job to in Steddy Crew during the month. A technician with no jobs that month costs nothing. Office staff never count.
• You get one bill a month, on the date your subscription started. It covers the plan and your technicians. TODO(decision: legal-terms): whether the plan is billed for the month ahead and technicians for the month just ended ("a technician with no jobs costs nothing" holds only if technicians are billed in arrears), and whether prices are quoted with GST or without.
• Card payments you take from customers go through your own Square account. Square charges you its own rate on each one. That is between you and Square and is not part of your Steddy bill.
• TODO(decision: legal-terms): how you pay us, what happens if a payment fails, after how many days an unpaid account is suspended, and whether and when it can be closed, which waits on the export answer in section 8. Nothing is built for billing yet.

5. Your first payment back

If Steddy is not for you, tell us within 30 days of your first payment and we refund that payment in full. This is our promise on top of the consumer guarantees in the Australian Consumer Law. It does not replace them. TODO(decision: legal-terms): the channel to ask through, whether the refund covers the technician charges on that bill, and when the account closes and what you take with you.

6. Your price, and when it can change

Your price holds for 12 months from the day your account opens. After that, we can change it with at least 60 days' notice by email to the account owner. TODO(decision: legal-terms): whether the page may say you can leave before a change takes effect at the old price; whether the hold covers the per-technician price as well as the plan price; what happens to it if you change plan; how often the price can change after the hold; that no change lands inside a period you have already paid for; and whether the hold starts at account opening or first payment once a free trial exists.

7. No fixed term, and how to leave

There is no fixed term. Steddy is month to month and you can cancel at any time. TODO(decision: legal-terms): the one channel that works today, since there is no cancel button in the app yet, with cancellation effective the day it is sent and no call required; whether charges stop at the end of the current month or are pro-rated; whether annual payment is offered at launch at all, and if so what an annual payer gets back.

We can suspend your account if a bill stays unpaid after we have told you and given you time to pay. We can close it if you break section 12 or if the law requires it. TODO(decision: legal-terms): the suspension period, and whether and when an unpaid account can be closed, which waits on the export answer in section 8. If we ever close Steddy down, we give you at least 90 days' notice and return anything you have paid for beyond the closing date. TODO(decision: legal-terms): what you get back from us in that time, together with the export point in section 8.

8. Your data

It is yours. Everything you and your people put into Steddy, and everything Steddy records about your customers for you, belongs to you. You give us permission to store it, process it, back it up and show it to your people and your customers, so that we can run Steddy for you, and for nothing else. The privacy policy says exactly what we do with it.

You collected it, so you answer for it. You confirm that you collected your customers' details lawfully, that you have a privacy policy of your own, and that you have told your customers what they need to be told. Steddy asks you for a link to your privacy policy and your terms, and shows them to a customer approving a quote or using your portal. Keep those links working.

Getting it out. TODO(decision: legal-terms): what you can take out while the account is open (today, report downloads only), a full export on request, and the window after closing in which it stays available. The export does not exist in the product yet, and David has kept export off the site.

De-identified figures. We may use figures that identify no business and no person to improve Steddy and describe how it performs. We do not publish anything derived from your figures without your written consent.

9. Calls, texts, email and tracking numbers

Tracking numbers. On Steddy Loop and Steddy Fleet we provide phone numbers so you can see which ad or channel made the phone ring. They come from our call-tracking provider. TODO(decision: legal-terms): whether you can port a number out when you leave, at what cost if any, and whether a number costs anything beyond the plan. A number on a van or a Google Business Profile that dies with the account is lock-in by another name, so the proposed default is port-out on request.

Call recording. Calls to those numbers are recorded and transcribed. Recording is switched on when we set a number up. Each Australian state and territory has its own law on recording a call, and some require every party to be told. You are responsible for knowing the law where you operate and for telling callers where it requires you to. If you would rather not record, ask us and we switch it off for your numbers. TODO(decision: legal-terms): whether recording stays on by default and whether Steddy plays an announcement.

Texts and emails. Every text and email sent from your account, including the automatic review request after an invoice is paid, is sent by you. The Spam Act 2003 (Cth) applies to you as the sender: send marketing messages only to people who have agreed to receive them, say who you are, and stop when someone asks you to. Steddy records whether your emails are opened and which links are clicked, and tells you so you can see what landed.

Google Ads. If you connect Google Ads, Steddy can send a paid job back to Google as a conversion, with the click id, a dollar value for the job, and the caller's phone number in a hashed form Google cannot read back. Google's own terms require you to have told your customers about this in your privacy policy.

10. Integrations

Xero, Square, Google Ads and Google Maps are run by other companies under their own terms, which you accept when you connect them. If one of them is down or changes, Steddy's sync with it stops until it is back. We are not responsible for their services, and they are not responsible for ours.

You can point Steddy at a web address of your own so that a job's details, including the customer's name, phone, email and postcode, are sent there when the job closes. Where it goes, and what happens to it there, is your choice and your responsibility.

11. Steddy Crew on your technicians' phones

Steddy Crew runs on your technicians' phones. It keeps a copy of their jobs on the phone for up to seven days so it works with no signal, and sends what they do once it has one. Make sure each phone has a lock on it, and remove a technician from your account the day they leave. TODO(decision: legal-terms): what removing a technician does to the app on their phone and the jobs cached on it. We may update Steddy Crew, and an old version may stop working until it is updated.

12. What you may not do with Steddy

• Break the law with it, or put anything in it that you have no right to hold.
• Send spam, or message people who have told you to stop.
• Record a call, or send a text, where the law requires a notice you have not given or a consent you have not obtained.
• Resell access, or run another business's work through your account.
• Copy Steddy, take it apart to see how it works, scrape it, or build a competing product from it.
• Upload anything designed to damage Steddy or anyone else's systems, or probe our security without written permission.
• Use it to harass, threaten or defraud anyone.

13. What we owe you

• To run Steddy with due care and skill, as the Australian Consumer Law requires of a service.
• To keep it available. We aim for always, but we cannot promise no interruptions. Planned maintenance happens outside Australian business hours where we can manage it, and we tell you first.
• To protect your data as the privacy policy describes, and to tell you if it is lost or exposed as soon as we have confirmed what happened. TODO(decision: legal-terms): the notice window, proposed within 72 hours of confirming a breach.
• To answer when you ask for help. TODO(decision: legal-terms): the support channel and hours, once they exist.
• To fix what is our fault and say so.

14. Who owns what

Steddy, its code, design, name and the "Powered by Steddy" mark are ours. You get the right to use them to run your business while you have an account, and no more. Your data, your logo and your business name are yours, and we use them only to run your account, including on the quotes, invoices and pages your customers see. If you suggest an improvement, we can use the suggestion without owing you for it.

15. Confidentiality

We keep your business's information confidential, and you keep confidential anything about Steddy that is not public, such as features we have shown you before release. Neither side has to keep secret what is already public, what it already knew, or what the law makes it disclose.

16. Liability

The Australian Consumer Law gives you guarantees that these terms cannot exclude. If Steddy fails one of them, you are entitled to the remedies that law provides, and nothing below limits them.

Beyond those guarantees, and as far as the law allows: we are not liable for loss of profit, loss of business or indirect loss; our total liability to you for everything arising under this agreement in any 12 months is capped at the fees you paid us in those 12 months; and we are not liable for a loss caused by a third-party service in section 10, by your own data, or by your breach of these terms. TODO(decision: legal-terms): a floor on the cap for a new account, and whether the cap applies to our own breach of confidentiality or privacy law or to loss of your data through our negligence.

If a third party brings a claim against us because of something you put into Steddy, a call recorded at your direction, a message you sent, or a law you broke in using Steddy, you cover the cost of that claim. This applies only to claims that come from your breach of these terms or of the law, not to claims that come from ours, and not to anything caused by a setting we chose for you. TODO(decision: legal-terms): whether we cover you in the same way if someone claims Steddy infringes their intellectual property; and the recording limb waits on the recording-default decision in section 9.

17. Changes to these terms

We can change these terms. If a change reduces what you get or adds to what you owe, we email the account owner at least 30 days before it takes effect, and you can cancel before then with nothing further to pay. An annual payer's position is in section 7. A change that does not affect your rights, such as a correction or wording the law requires, takes effect when posted here. The date at the top of this page is the date the current version took effect.

18. The legal details

• This agreement is governed by the law of TODO(decision: legal-terms): the state, once the entity is confirmed, and the courts there have jurisdiction.
• Notices to you go to the account owner's email. Notices to us go to the address on this page.
• You cannot assign this agreement without our written consent, which we will not unreasonably refuse if you sell your business. We can assign it to a buyer of Steddy, after telling you.
• If a clause is found unenforceable, the rest stand.
• If we do not enforce a clause once, we can still enforce it later.
• These terms, the privacy policy, the cookie policy and the plan you chose, as the pricing page described it on the day you signed up, are the whole agreement between us. TODO(decision: legal-terms): how you keep a copy of that day's plan description, by an email at signup or dated versions kept by us.