Terms of Service

1. Introduction and acceptance

These Terms of Service (the "Terms") govern your access to and use of the Dispatch Bros platform, including our web application, mobile applications, public website, APIs, and related services (together, the "Platform"). The Platform is operated by Dispatch Bros Inc. ("Dispatch Bros," "we," "us," or "our").

You accept these Terms by creating an account, accessing the Platform, or using any of its features. If you are using the Platform on behalf of a company, organization, or other entity (a "Tenant"), you represent that you have authority to bind that Tenant to these Terms, and references to "you" include both you and the Tenant.

These Terms incorporate our Privacy Policy. These Terms also incorporate our Acceptable Use Policy, which explains prohibited uses of the Platform, including misuse of messaging, telephony, payments, AI, security, and customer data. If you do not agree to these Terms, do not use the Platform.

2. Service description

Dispatch Bros is a multi-tenant field service dispatch and operations platform for home service businesses. Depending on a Tenant's plan and configuration, the Platform may include:

• Job intake, scheduling, dispatch, technician assignment, and job status tracking.
• Customer records, estimates, invoices, change orders, contracts, and signing flows.
• Two-way SMS, WhatsApp messaging through Meta's WhatsApp Business Platform, voice calls, IVR / call flow configuration, and (when enabled) call recording.
• Subscription billing for Platform access and (when enabled) payment collection from a Tenant's own end-customers through Stripe Connect.
• Maps, address geocoding, route suggestions, and live dispatcher map views.
• Mobile applications for iOS and Android with push notifications and (when enabled by the user) foreground GPS sharing.
• AI-assisted features such as summaries, message drafts, and operational insights.

Specific features available to a Tenant depend on the subscription plan, configuration, integrations, device platform, geographic availability, and provider-side eligibility. Features may change, be added, be limited, or be discontinued from time to time as described in Section 14.

3. Accounts, workspace ownership, and admins

Each Tenant has a workspace. Within a workspace, users are assigned roles such as owner, admin, dispatcher, or technician. Owners and admins are responsible for:

• Inviting and removing users, assigning roles, and configuring permissions.
• Workspace settings, connected providers, telephony numbers, messaging configuration, and call recording state.
• Subscription, billing details, and payment method on file.
• The accuracy, legality, and lawful processing of customer records and other data entered into the workspace.
• Securing user credentials and promptly notifying us of any suspected unauthorized access.

You are responsible for activity that occurs under your account, including activity by users you invite and by anyone who gains access through your credentials. We may rely on actions taken by users signed into the workspace.

4. Free trial, subscriptions, billing, and cancellation

The Platform is offered on a subscription basis, with a 14-day free trial available on each paid plan. Specific commercial terms — plan price, included usage limits (such as users, jobs, SMS volume, call minutes, and phone numbers), per-plan feature availability, on-demand or overage pricing, and applicable taxes — are presented at signup, in the in-product checkout flow, or on the pricing page in effect at the time of purchase, and form part of these Terms once you complete the order.

• Subscriptions renew automatically as described at checkout until cancelled.
• You may cancel at any time from inside the Platform or by contacting us. Cancellation takes effect according to the terms of your plan.
• Failed payments, expired payment methods, and chargebacks may result in dunning notices, suspension of paid features, or termination as described in Section 15.
• We may change subscription pricing or plan structure prospectively. Material pricing changes that affect you will be communicated through the Platform or by email before taking effect.

5. Payments processed through Stripe

Payments are processed by Stripe. Stripe handles all card data entered into Stripe's payment fields directly between you and Stripe. Dispatch Bros does not receive or store full payment card numbers; we store only tokenized references such as customer IDs, payment intent IDs, charge IDs, and the last four digits and brand of saved methods, plus billing history and webhook event records used for reconciliation, fraud prevention, dispute handling, and tax / accounting.

For Tenants who use the Platform to collect payments from their own end-customers through Stripe Connect, the Tenant is solely responsible for compliance with applicable payment, tax, refund, and consumer-protection laws in connection with those transactions, and for the accuracy of invoices, receipts, and refund handling. You agree to cooperate reasonably with Dispatch Bros and Stripe in resolving chargebacks, disputes, and reconciliation issues.

6. Tenant data and customer data ownership

You retain all rights you have in the data you upload, enter, or generate on the Platform — including customer records, jobs, finance entries, estimates, invoices, contracts, and communications data (collectively, "Tenant Data").

You grant Dispatch Bros a worldwide, non-exclusive, royalty-free license to host, store, transmit, process, display, copy, and create derivative works of Tenant Data solely as necessary to:

• Provide, operate, secure, and improve the Platform.
• Carry out instructions you give through the Platform (for example, sending an SMS, creating an invoice, generating a summary).
• Provide support and respond to your inquiries.
• Comply with legal obligations, enforce these Terms, and detect or prevent fraud, abuse, and security incidents.
• Process Tenant Data in the ways described in our Privacy Policy.

You represent that you have all rights, consents, and authority needed to upload Tenant Data to the Platform and to have us process it as described in these Terms and the Privacy Policy. You are responsible for the accuracy, quality, legality, and lawful basis for all Tenant Data, including end-customer records.

7. Acceptable use

You will not, and will not permit any user to:

• Use the Platform for any illegal, harmful, fraudulent, deceptive, or infringing purpose.
• Send spam, unsolicited marketing in violation of applicable law, harassing or abusive communications, phishing, or content that is unlawful, threatening, or discriminatory.
• Upload, transmit, or generate malware, viruses, or other harmful code.
• Scrape, mass-export, or harvest data from the Platform except through features we provide for that purpose.
• Reverse engineer, decompile, or attempt to derive source code from the Platform, except to the extent applicable law expressly permits despite this restriction.
• Probe, scan, or test the vulnerability of the Platform, or circumvent any authentication, security, rate limit, or access control mechanism.
• Share credentials, sublicense access, or use the Platform on behalf of a third party in a way intended to evade per-tenant pricing or limits.
• Interfere with the operation of the Platform, place an unreasonable load on it, or interfere with another Tenant's use.
• Violate the terms, rules, or acceptable-use policies of any third-party provider used by the Platform, including Stripe, Telnyx, Meta / WhatsApp, carriers, and Apple / Google app stores.

We may investigate suspected violations and may suspend or terminate access as described in Section 15. We may also disclose information as required by law or to protect the Platform or its users.

8. Messaging, telecom, WhatsApp, and carrier compliance

The Platform's SMS and voice features are provided through Telnyx and the underlying carriers. WhatsApp messaging is provided through Meta's WhatsApp Business Platform. Use of these features is subject to carrier rules, the 10DLC / brand and campaign registration regime for U.S. SMS, applicable telecommunications and consumer-protection laws, Telnyx's acceptable-use rules, and Meta's WhatsApp Business Policy and related policies.

• You are solely responsible for obtaining all consents required by applicable law before sending SMS, WhatsApp, or voice communications, including marketing communications, and for honoring opt-out, do-not-call, and do-not-text requests.
• The Platform detects basic SMS opt-out keywords (such as STOP, HELP, START) on inbound traffic and applies an opt-out flag, but you remain responsible for compliance across all of your channels and for any opt-outs received outside the Platform.
• You are responsible for the content of messages sent through the Platform and for any required brand / campaign / number registration, sender identification, and throughput approval steps.
• Carriers, Telnyx, and Meta may filter, throttle, suspend, or block messages or accounts for compliance, content, reputation, or abuse reasons. We do not guarantee delivery, throughput, or that any specific number, brand, campaign, or WhatsApp Business Account will remain available.
• We may suspend or restrict messaging, voice, or WhatsApp features for compliance, carrier, Telnyx, Meta, or abuse reasons, including to comply with provider direction or applicable law.

9. Call recording compliance

When call recording is enabled at the Tenant level, the Platform may capture and store recordings of inbound or outbound voice calls. You are solely responsible for:

• Determining whether call recording is permitted in each jurisdiction where you make or receive calls, including jurisdictions with one-party, two-party, or all-party consent rules.
• Providing every required notice or disclosure to call participants and obtaining every required consent before a recorded call begins.
• Disabling recording where it is not lawful, and not enabling or using recording in any way that violates applicable law.

We may disable, restrict, or limit call recording or telephony features if required by law, our providers, or in response to suspected misuse.

10. AI features

The Platform includes optional AI-assisted features. When you use them, the Platform sends a prompt and a relevant business context — which may include items such as recent jobs, invoices, estimates, customer names, message content, and service descriptions — to our AI provider so it can return a response. AI features are described in more detail in our Privacy Policy.

• AI output may be inaccurate, outdated, biased, incomplete, or otherwise unsuitable for a particular use. You must review AI output before relying on it, sending it to a customer, or using it as a system of record.
• AI features do not replace professional judgment. Do not use AI output as legal, tax, accounting, medical, emergency, or safety-critical advice, and do not rely on AI output to make dispatcher, scheduling, or customer-communication decisions without human review.
• AI feature availability may vary by plan and may change as provider-side capabilities and policies change.

11. Maps, routing, GPS, and mobile limitations

Map views, geocoded coordinates, distance and travel-time estimates, ETA suggestions, dispatch suggestions, and route optimizations are estimates produced from third-party data (including Google Maps) and from the data you enter. They may be inaccurate or out of date.

• Customer addresses entered into the Platform may be geocoded to obtain coordinates used for mapping and routing.
• Technician live location is collected only while a technician opts in inside the mobile application and is used to populate the dispatcher map. The Platform does not run silent background tracking.
• Mobile features such as voice calls, foreground GPS sharing, and push notification delivery depend on device permissions, network conditions, operating system behavior, app store rules, and provider availability. We make no guarantee that any individual call, message, push notification, or location update will be delivered, will be timely, or will be accurate.

12. No emergency services

The Platform is not an emergency dispatch system, a 911 / 112 / equivalent emergency service, an alarm-monitoring service, a life-safety system, or a guaranteed communications channel. Do not use the Platform to request emergency help or to send any communication where delay or non-delivery could cause harm. For emergencies, contact your local emergency services directly.

13. Third-party services and integrations

The Platform integrates with third-party services to provide its features. These currently include, among others, Stripe (payments and Connect), Supabase (database, authentication, storage, realtime), Telnyx (SMS, voice, phone numbers, WebRTC), Meta / WhatsApp Business Platform (WhatsApp messaging), Google Maps Platform (geocoding, mapping), Anthropic (AI text generation), Resend (transactional email), Vercel (application hosting), Apple Push Notification service (iOS push), and Google Firebase Cloud Messaging (Android push).

Each third-party service has its own terms and privacy practices, which apply when you use features that depend on it. Third-party services may change, become unavailable, modify their pricing or rules, throttle or block traffic, suspend accounts, take provider-side enforcement actions, or cease to support specific features. We are not responsible for outages, policy changes, or actions taken by third-party providers, except to the extent applicable law requires otherwise. We may add, remove, or change third-party providers from time to time.

14. Beta, preview, mobile, and feature availability

Some features may be made available as beta, preview, early access, or limited release ("Beta Features"). Beta Features may be incomplete, may contain bugs, may be changed materially or removed at any time, and may not be subject to the same support or service expectations as generally available features. You use Beta Features at your own discretion.

Feature availability may also vary by subscription plan, device platform, geographic region, account configuration, and provider availability. We do not commit to deliver any specific roadmap item, integration, or feature change.

15. Suspension and termination

We may suspend, restrict, or terminate your access to all or part of the Platform if we reasonably believe that:

• You have failed to pay amounts due.
• Your use creates a security risk, fraud risk, abuse risk, or risk to other Tenants or the Platform.
• You are violating these Terms, including the acceptable use rules in Section 7, or applicable law.
• A provider — including a carrier, Telnyx, Meta, Stripe, or an app store — directs us to take action with respect to your account or use.
• We are required to act in response to legal process, a regulator, or our internal compliance review.

We will provide notice where reasonably practicable. You may stop using the Platform and cancel your subscription at any time, subject to the billing terms in Section 4.

Upon termination, your right to access the Platform ends. Data retention after termination follows the operational and legal retention rules described in our Privacy Policy, including the retention of tenant business records for accounting, audit, dispute, fraud-prevention, tax, and compliance purposes. Provisions of these Terms that by their nature should survive termination — such as Sections 5 (chargebacks and reconciliation), 6 (Tenant data license to the extent needed for retained records), 16 (disclaimers), 17 (limitation of liability), 18 (indemnification), and 19 (governing law and disputes) — survive.

16. Disclaimers

To the maximum extent permitted by applicable law, the Platform and all related services are provided "as is" and "as available," without warranties of any kind, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, and quiet-enjoyment.

Without limiting the foregoing, we do not warrant that the Platform will be uninterrupted, error-free, secure against all attacks, or free from loss of data; that any specific SMS, WhatsApp message, voice call, push notification, payment, recording, or AI output will be delivered, accurate, or complete; or that any third-party service relied on by the Platform will remain available, perform at any specific level, or refrain from changing its policies.

17. Limitation of liability

To the maximum extent permitted by applicable law, in no event will Dispatch Bros, its affiliates, or its and their officers, directors, employees, agents, or licensors be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of profits, revenue, goodwill, business, customers, data, or use, whether based in contract, tort (including negligence), strict liability, or any other legal theory, even if advised of the possibility of such damages.

To the maximum extent permitted by applicable law, Dispatch Bros's total aggregate liability for all claims arising out of or relating to the Platform or these Terms will not exceed the greater of: (a) the amounts paid by the Tenant to Dispatch Bros for the Platform during the twelve (12) months immediately before the event giving rise to the claim; or (b) one hundred U.S. dollars ($100). This cap does not limit liability that cannot legally be limited.

Some jurisdictions do not allow exclusion of certain warranties or limitation of certain damages; in those jurisdictions the above exclusions and limits apply to the maximum extent permitted by law and the remaining provisions of these Terms continue to apply.

18. Indemnification

You will defend, indemnify, and hold harmless Dispatch Bros, its affiliates, and its and their officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, fines, penalties, and reasonable attorneys' fees and costs arising out of or relating to:

• Your Tenant Data and your use of the Platform.
• SMS, WhatsApp, voice, or other communications you initiate or receive through the Platform, including alleged violations of consent, opt-out, or recording-consent laws.
• Disputes with your end-customers, including payment, refund, chargeback, service, and warranty disputes.
• Your or your users' violation of these Terms, the Privacy Policy, applicable law, or the rules of any third-party provider used through the Platform (including carriers, Telnyx, Meta, Stripe, and app stores).

We may, at our option, assume the exclusive defense and control of any matter for which you are required to indemnify us, in which case you will cooperate reasonably in that defense.

19. Governing law and disputes

These Terms and any dispute arising out of or relating to the Platform will be governed by the laws of the State of Texas, without regard to its conflict-of-laws rules.

If a dispute arises out of or relates to these Terms or the Platform, the parties agree to first try to resolve it in good faith by contacting each other through the contact information in Section 21. The parties agree that any lawsuit or court proceeding arising out of or relating to these Terms or the Platform must be brought exclusively in the state or federal courts located in Harris County, Texas, and each party consents to personal jurisdiction and venue there.

Nothing in these Terms prevents either party from seeking urgent injunctive or equitable relief to protect confidential information, intellectual property, account security, or platform integrity.

20. Changes to Terms

We may update these Terms from time to time. When we make a material change, we will update the "Last updated" date at the top of this page and, where appropriate, notify you through the Platform or by email. Continued use of the Platform after the effective date of an update constitutes acceptance of the updated Terms. If you do not agree to an update, you must stop using the Platform.

21. Contact

Questions or notices about these Terms can be sent to:

General contact: info@dispatchbros.ai

Privacy / data requests: privacy@dispatchbros.ai

Mailing address: Dispatch Bros Inc., 2 Mockingbird Cir C1, Houston, TX 77074

Website: app.dispatchbros.ai

These Terms describe our current business terms for the Platform. They are not legal advice to Tenants or end-customers. Tenants should consult their own legal counsel regarding their obligations under communications, recording, payment, employment, consumer-protection, and privacy laws.