Terms & Conditions

1. About these Terms

These Terms & Conditions ("Terms") apply to your access to and use of WorkRoute, including the WorkRoute website, application, AI Office Manager, communications tools, scheduling and route-planning tools, customer records, job management, invoicing tools, integrations and related services (together, the "Service").

In these Terms, "WorkRoute", "we", "us" and "our" means the operator of the WorkRoute service. "You" and "your" means the business or person using the Service and, where applicable, the people authorised by that business to use it.

By creating an account, starting a trial, subscribing to the Service or otherwise using the Service, you agree to these Terms.

2. The WorkRoute Service

WorkRoute is an AI-powered office and job-management platform designed to help trade and service businesses manage customer enquiries, bookings, schedules, routes, job records, communications and administration.

Depending on your plan and configuration, WorkRoute may provide:

• AI phone answering and customer enquiry handling;
• AI-generated or business-configured quotes and pricing responses;
• website chat and customer messaging;
• customer SMS and notifications;
• customer and returning-caller recognition;
• booking, availability and recurring-job management;
• route planning and calculated travel information;
• "On My Way" and delay notifications;
• customer records, notes and job history;
• before-and-after job photographs;
• voice job notes and automatic job summaries;
• numbered invoice generation and invoice delivery;
• invoice follow-up and payment-status features;
• Google review requests and customer win-back features;
• daily business and weather information;
• kilometre records between jobs;
• an installable phone application and notifications; and
• optional integrations with services such as Xero, MYOB, QuickBooks and Zapier.

Features may change over time as WorkRoute is developed. We may add, remove, improve or modify features provided that doing so does not unlawfully remove rights that apply to you.

3. Your account

You must provide accurate information when creating and maintaining your account. You are responsible for keeping your login credentials secure and for all activity carried out through your account.

You must tell us promptly if you believe your account has been accessed without permission.

You are responsible for ensuring that people using WorkRoute on behalf of your business are authorised to do so and comply with these Terms.

4. Sign-up, subscription, pricing and payment

WorkRoute subscriptions are purchased through app.workroute.com.au. By creating an account, completing the signup process and accepting these Terms during signup, you agree to be bound by these Terms.

WorkRoute is offered as a paid subscription service. Unless a different price is displayed or agreed at signup, the advertised WorkRoute subscription is AUD $199 per month.

Unless a different arrangement is expressly agreed with you, your WorkRoute subscription is month-to-month with no minimum contract period or lock-in. You may cancel at any time in accordance with these Terms.

Your subscription is billed on a recurring basis using the payment method you provide. Before recurring billing begins, you will be provided with the applicable subscription price and billing terms and will be required to authorise the recurring payment arrangement through WorkRoute's payment provider.

The payment provider may process payments on behalf of WorkRoute and may provide WorkRoute with payment status, transaction and subscription information necessary to administer your WorkRoute account.

If a payment fails, WorkRoute or its payment provider may notify you and may attempt to process the payment again in accordance with the provider's procedures. You are responsible for maintaining a valid payment method and sufficient funds to meet amounts due.

If an amount remains unpaid, WorkRoute may suspend or restrict access to the Service until the account is brought up to date. Suspension for non-payment does not cancel amounts already owed.

If a free trial or promotional offer is available, the applicable trial period, eligibility and any conditions will be shown at signup. Unless you cancel before the trial ends where cancellation is required, the subscription may convert to the applicable paid subscription.

WorkRoute does not require you to purchase individual WorkRoute feature subscriptions where the advertised plan states that features are included. Third-party services and their own charges may be separate.

6. Free trials and promotional offers

Where WorkRoute offers a free trial, only one trial may be available per eligible business or account unless we expressly agree otherwise. We may change or withdraw a trial or promotion at any time before it is accepted.

Trial users receive access to the features stated in the applicable offer. We do not guarantee that a trial will continue for any particular period if the offer contains conditions that have not been met.

7. AI Office Manager and automated actions

WorkRoute uses artificial intelligence and automation to assist with customer communications, enquiries, quoting, booking, scheduling, route planning, job records and other administrative tasks.

AI systems can make mistakes. WorkRoute does not guarantee that every AI-generated response, quote, transcription, booking, route recommendation, customer record or other output will be complete or accurate.

You remain responsible for your business decisions and for checking important information where appropriate, including pricing, availability, service areas, booking details, customer instructions, job requirements and invoices.

You authorise WorkRoute to perform the automated actions that you configure it to perform. You should configure your business rules, pricing, service areas, availability and other settings carefully.

Where a customer interacts with an AI system, WorkRoute may identify the interaction as AI-assisted or automated where required or appropriate.

8. Quotes and pricing

Where WorkRoute provides pricing or quote functionality, the figures are generated from the information, pricing rules and business settings supplied or approved by you, together with the information available to WorkRoute at the time.

You are responsible for ensuring your pricing, inclusions, exclusions, travel charges, minimum charges and other commercial rules are accurate and up to date.

WorkRoute does not guarantee that an AI-generated quote will be appropriate for every property, job or circumstance.

9. Bookings, availability and recurring jobs

WorkRoute may assist with checking availability, booking jobs, managing recurring visits and organising a daily run.

You remain responsible for ensuring that the business information used by WorkRoute is accurate, including working hours, availability, service areas, job durations, travel assumptions, pricing and staff or vehicle availability.

WorkRoute may use travel-time and routing information to help avoid impractical schedules, but actual travel conditions can change. Traffic, road closures, weather, access issues and other circumstances may affect arrival times.

10. Route planning and ETA information

WorkRoute may use mapping and routing services to calculate routes and estimated travel times.

Route and ETA information is an estimate only and is not a guarantee of arrival time. You remain responsible for safe driving, lawful road use and deciding whether a proposed route is suitable.

"On My Way" and similar customer messages are intended to provide an estimated arrival time based on available routing information. They are not intended to provide continuous live tracking of the tradie.

11. Customer communications

WorkRoute may send or assist with sending phone calls, SMS messages, website chat messages, email messages, Messenger messages, review requests and other customer communications depending on your configuration.

You are responsible for ensuring that you have the necessary authority, permissions and consents to contact your customers and to use their personal information for the purposes for which you configure WorkRoute.

You must not use WorkRoute to send unlawful, misleading, harassing, abusive, deceptive or unsolicited communications.

You are responsible for complying with applicable Australian rules relating to privacy, spam, telemarketing, consent and customer communications.

12. Customer data and your content

You may provide WorkRoute with information about your business, customers, jobs, addresses, phone numbers, notes, photographs, messages, recordings, invoices and other information ("Customer Data").

You retain your rights in Customer Data. You grant WorkRoute the limited rights necessary to host, process, transmit, store and use Customer Data to provide, secure, maintain and improve the Service and as otherwise permitted by your instructions and applicable law.

You are responsible for ensuring that you have the right to provide Customer Data to WorkRoute and that your collection and use of Customer Data complies with applicable privacy and other laws.

WorkRoute will handle personal information in accordance with its Privacy Policy, which forms part of the overall terms governing use of the Service.

13. Privacy

Our Privacy Policy explains how WorkRoute collects, uses, stores and protects personal information.

You should read the Privacy Policy before using the Service. You are also responsible for providing appropriate privacy notices to your own customers where required.

14. Voice notes, photographs and job records

WorkRoute may allow you to create job records from voice notes and photographs. Automated processing may be used to turn your input into summaries, job history, invoice information or other records.

You are responsible for reviewing important records before relying on them where accuracy is important.

Before-and-after photographs are a record-keeping tool. They do not constitute insurance, legal advice, a guarantee against disputes or a guarantee that a claim will be rejected.

15. Invoices and payments from your customers

WorkRoute may generate numbered invoices and assist with sending them to your customers.

Unless a separate payment service is enabled, WorkRoute does not itself collect your customers' cash or bank-transfer payments. Your customer may pay you by the payment methods you specify, such as cash on completion or bank transfer using the bank details shown on your invoice.

You are responsible for checking invoice details, tax treatment, business bank details, amounts owing and payment status before relying on an invoice.

Optional accounting integrations may transfer information between WorkRoute and third-party accounting services. Those services are subject to their own terms and privacy policies.

16. Kilometre records

WorkRoute may record kilometres or travel information between jobs for business record-keeping purposes.

These records are a supporting record only and are not represented as an official ATO logbook or tax determination. You are responsible for maintaining whatever tax and vehicle records you are legally required to keep.

17. Third-party services and integrations

WorkRoute may integrate with or rely on third-party services, including mapping, telecommunications, SMS, AI, email, payment, accounting, automation and other technology providers.

Third-party services are outside WorkRoute's direct control. Their availability, pricing, features, limits, policies and terms may change.

Where you connect a third-party service, you authorise WorkRoute to exchange the information reasonably required to provide the integration you have enabled.

WorkRoute is not responsible for a third party's independent service failure, outage, pricing change, account suspension, data loss or policy change.

18. Customer reviews and win-back communications

WorkRoute may help request Google reviews or contact previous customers where those features are enabled.

You are responsible for ensuring that review requests, marketing communications and win-back communications comply with applicable laws and the terms of the relevant third-party platform.

WorkRoute does not guarantee that a customer will leave a review, return for another job or respond to a communication.

19. Your responsibilities

You must:

• use WorkRoute lawfully and in accordance with these Terms;
• provide accurate business, pricing, availability and customer information;
• keep your account and access credentials secure;
• obtain required customer permissions and consents;
• review important AI-generated outputs where appropriate;
• ensure your use of WorkRoute does not infringe another person's rights; and
• maintain appropriate backups or copies of information you need to retain.

20. Prohibited use

You must not use WorkRoute to:

• break the law or facilitate unlawful activity;
• send spam, scams, threats or deceptive communications;
• impersonate another person or business;
• upload malicious code or attempt to compromise the Service;
• interfere with the Service or attempt unauthorised access;
• reverse engineer or copy the Service except where the law expressly permits it;
• use the Service to process information you do not have a lawful right to provide; or
• use WorkRoute in a way that could reasonably harm WorkRoute, its providers or other users.

21. WorkRoute intellectual property

WorkRoute and its software, design, branding, systems, workflows, documentation and underlying technology are owned by or licensed to WorkRoute and are protected by applicable intellectual property laws.

Subject to these Terms, WorkRoute grants you a limited, non-exclusive, non-transferable right to use the Service during your active subscription for your internal business purposes.

You must not copy, resell, lease, sublicense or commercially exploit the WorkRoute platform itself unless we expressly agree in writing.

22. Availability and changes to the Service

We aim to keep WorkRoute available and reliable, but we do not guarantee uninterrupted or error-free operation.

The Service may occasionally be unavailable because of maintenance, upgrades, security incidents, telecommunications problems, third-party outages or circumstances outside our reasonable control.

We may update or change the Service as technology, security requirements and business needs evolve.

23. Suspension or termination by WorkRoute

We may suspend or terminate access to the Service if you materially breach these Terms, fail to pay amounts due, misuse the Service, create a security risk, or where suspension or termination is reasonably necessary to comply with law or protect the Service or other users.

Where reasonably practicable, we will provide notice and an opportunity to remedy a breach before suspension or termination, unless immediate action is reasonably required.

24. Data after cancellation

After your subscription ends, your access to the Service may be disabled. We may retain or delete account and Customer Data in accordance with our Privacy Policy, legal obligations, legitimate business needs and our applicable data-retention practices.

You are responsible for exporting or retaining information you need before cancelling your account where the Service provides an export or download facility.

25. Disclaimers

To the maximum extent permitted by law, WorkRoute is provided as a business software service and is not a substitute for your own professional judgement, supervision or responsibility.

We do not guarantee that WorkRoute will:

• increase revenue or reduce costs;
• prevent missed calls or lost leads in every circumstance;
• produce error-free AI responses;
• calculate every route or ETA perfectly;
• avoid every scheduling conflict;
• produce tax-compliant records for every situation; or
• ensure that every customer communication, quote, invoice or job record is correct without review.

Nothing in these Terms excludes a guarantee, condition, right or remedy that cannot lawfully be excluded.

26. Limitation of liability

To the maximum extent permitted by law, WorkRoute will not be liable for indirect, incidental, special or consequential loss, loss of profits, loss of revenue, loss of business opportunity, loss of goodwill or loss of data arising from your use of the Service.

To the maximum extent permitted by law, WorkRoute's total liability arising out of or relating to the Service will be limited to the amount you paid to WorkRoute for the Service during the twelve months immediately before the event giving rise to the claim.

This section does not exclude or limit liability where doing so would be unlawful.

27. Indemnity

To the extent permitted by law, you agree to indemnify WorkRoute against claims, losses, liabilities, costs and expenses arising from your unlawful use of the Service, your breach of these Terms, your failure to obtain required customer permissions, or your infringement of another person's rights.

28. Force majeure

WorkRoute will not be responsible for delay or failure caused by events outside our reasonable control, including telecommunications failures, internet outages, third-party service failures, natural disasters, severe weather, cyber incidents, government action, industrial disputes or other events that could not reasonably be prevented or avoided.

29. Changes to these Terms

We may update these Terms from time to time. When we make a material change, we may provide notice through the Service or another reasonable method.

Your continued use of WorkRoute after updated Terms take effect constitutes acceptance of the updated Terms, to the extent permitted by law.

30. Governing law

These Terms are governed by the laws of Queensland, Australia, except to the extent another law must apply.

You and WorkRoute submit to the courts of Queensland, Australia, and courts entitled to hear appeals from them, subject to any mandatory rights or jurisdictional requirements that apply under Australian law.

31. Australian Consumer Law

Nothing in these Terms is intended to exclude, restrict or modify rights or remedies available under the Australian Consumer Law or any other applicable law.

Australian businesses and consumers may have statutory rights that cannot be excluded by contract. WorkRoute will comply with those rights where they apply.

32. General

If any provision of these Terms is found to be invalid or unenforceable, that provision will be read down or severed to the extent necessary and the remaining provisions will continue to operate.

A failure or delay by WorkRoute to enforce a provision does not constitute a waiver of that provision.

These Terms, together with the Privacy Policy and any specific subscription or service terms shown to you at signup, form the agreement between you and WorkRoute concerning the Service.

33. Contact

If you have a question, complaint or request concerning these Terms or the WorkRoute Service, please use the contact details published on the WorkRoute website.

If you have a complaint about WorkRoute, including a subscription, payment, refund, account or Service issue, please contact us using the contact details published on the WorkRoute website. We will review the complaint and respond within a reasonable period.

Where a matter relates to a third-party payment provider, we may work with that provider as necessary to investigate and resolve the issue.