Terms of Service

1 These terms

Extero is business management software for exterior cleaning businesses — window cleaning, gutter clearing, pressure and soft washing and similar trades. By creating an account, or by using the web app or a mobile app, you agree to these terms.

If you are agreeing on behalf of a business, you confirm you are allowed to bind that business, and "you" means the business. Extero is sold for business use, so the consumer rights that apply to personal purchases generally do not apply here.

2 Your account

• You need to be 18 or over and running or setting up a business to open an account.
• Give us accurate details and keep them current — your business name and contact details appear on the quotes and invoices your customers receive.
• Keep your password to yourself. Anything done through your account is treated as done by you, so tell us straight away if you think someone else has access.
• Team members on the Growth plan get their own logins. You are responsible for who you invite, what you let them see, and removing them when they leave.
• One account is for one business. Don't share a login between people who should have their own, and don't resell access.

3 The free trial

New accounts get 14 days with the Pro feature set at no cost. We don't ask for a card to start, so nothing is charged when the trial ends and nothing renews automatically — you choose a plan if and when you want to carry on.

Trials are one per business. If the trial ends and you don't subscribe, your data stays put for a while but the account becomes read-only or inaccessible until you pick a plan. Ask us and we will get your data out for you.

4 Plans, billing and cancelling

Current prices are on the pricing section of our site. Plans are billed in advance through Stripe, either monthly or annually. Annual billing is charged as one payment for twelve months.

• Subscriptions renew automatically at the end of each period until you cancel.
• You can cancel at any time. Cancelling stops the next renewal; it does not refund the period you are already in.
• Fair-use limits apply to "unlimited" customers on Pro and Growth. If usage looks automated or is clearly not a single cleaning business, we'll talk to you before doing anything.
• If a payment fails we may retry it, and we may suspend the account until it clears.
• We can change prices, but not mid-period. We'll give you at least 30 days' notice by email before a change affects you, and you can cancel instead.
• Prices exclude VAT while we are not VAT registered. If we register, VAT will be added at the prevailing rate.

5 Taking payment from your customers

Extero helps you request and track money, but the money itself never comes to us. Card payments run through your own Stripe account and Direct Debits through your own GoCardless account. Both are separate agreements between you and those providers, on their terms and their fees, and they pay out to your bank.

• We are not a bank, payment institution or money transmitter, and we never hold your funds.
• Connecting or maintaining those accounts, passing their identity checks, and complying with their rules is on you.
• Whether your customers are charged the right amount is determined by the prices and jobs you enter. Check your work — we cannot recover a payment taken in error on your behalf.
• Refunds, chargebacks, disputes and failed Direct Debits are between you, your customer and the provider.

6 Text messages and email you send

Pro and Growth include a monthly allowance of in-app texts sent from a business number we provision for you, with credit packs available beyond that. When you send a message through Extero, you are the sender — not us.

• Only message people who are expecting to hear from you about work you are doing or quoting for. Marketing to people who haven't agreed to it is your legal problem, and grounds for us closing the account.
• Honour opt-outs. If someone asks you to stop, stop.
• Don't use the messaging tools for anything unlawful, misleading, or unrelated to your cleaning business.
• Message delivery depends on mobile networks and our messaging provider. We can't guarantee any individual message arrives, or arrives on time.
• Numbers we provision stay associated with your account while it is active and in good standing. An unused or lapsed number can be released, and once released it cannot be recovered.

7 Risk assessments and COSHH

Extero includes risk assessment, COSHH and method statement templates. They exist to save you retyping, and that is all they are: a starting point, not advice.

We are not health and safety consultants and nothing in the app is legal or H&S advice. Working out the hazards on a particular site, choosing the right controls, and meeting your duties under health and safety law remains entirely your responsibility. Read what the templates say before you send them, and change what doesn't fit the job.

8 Your data and your customers' data

The customer records, jobs, photos, quotes and invoices you put into Extero are yours. We store and process them to run the service for you, and we don't sell them or use them to advertise to anyone.

In data protection terms, for the personal data of your customers you are the controller and we are your processor. That means you decide what to collect and why, and you need a lawful basis for it. Our Privacy Policy explains how we handle data on both sides of that line, and lists the providers we use.

You can export your lists to CSV from within the app at any time. If you need a fuller export, ask us.

9 Acceptable use

Don't use Extero to:

• break the law, infringe someone's rights, or store content you have no right to store;
• send spam, scams or anything deceptive;
• attack, probe or overload the service, or try to reach data that isn't yours;
• scrape, copy or reverse engineer the service to build a competing product;
• get around plan limits, feature gates or the security checks on sign-up.

10 Availability and support

We work to keep Extero up and quick, but we don't offer a contractual uptime guarantee. Maintenance, provider outages and problems beyond our control will occasionally interrupt things, and we'll keep interruptions as short and as quiet as we can.

Support is by email at [email protected]. Pro and Growth accounts are answered first.

The product changes as we build it. We'll add and improve features, and occasionally retire one. If we remove something you rely on, we'll tell you before it goes.

11 What we don't promise

Figures we quote about time saved — such as five to seven hours a week — are estimates based on common workflows, offered to explain what the software does. They are not a promise about your business, and neither is any statement about winning more work or being paid faster.

Beyond what these terms and the law require, the service is provided as it is. We don't warrant that it will be uninterrupted, error-free, or fit for a particular purpose you have in mind but haven't told us about.

12 Our intellectual property

Extero — the software, the design, the name and the logo — belongs to us. You get a non-exclusive, non-transferable right to use it while your account is active and paid up. Nothing here transfers ownership of anything.

Content you put in stays yours. You give us only the permission we need to host, process, display and back it up in order to run the service for you, and to send it where you tell us to send it.

13 Ending the agreement

You can stop at any time by cancelling your subscription and, if you want the account gone, asking us to delete it.

We can suspend or close an account that breaches these terms, doesn't pay, or is being used in a way that puts other users, our providers or us at risk. Where the problem can be fixed we'll say what's wrong and give you a reasonable chance to fix it first; where it's serious — fraud, abuse, an attack on the service — we may act immediately.

After an account closes we keep the data for a limited period so it can be restored or exported if you ask, then delete it. Records we are legally required to keep, such as billing records, are kept for as long as the law requires.

14 Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot legally be limited.

Subject to that, we are not liable for lost profits, lost revenue, lost business, goodwill, or for data loss where you could reasonably have kept your own copy — and our total liability to you for all claims in any twelve-month period is limited to the subscription fees you paid us in that period.

We are also not liable for what your payment, messaging, mapping or email providers do or fail to do, nor for the consequences of information you entered incorrectly.

15 Changes to these terms

We may update these terms as the product and the law change. For minor clarifications we'll update the date at the top. For changes that materially affect you, we'll email the address on your account at least 30 days beforehand. Carrying on using Extero after a change takes effect means you accept the new terms; if you'd rather not, cancel.

16 Law and disputes

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.

Before anyone involves a court, please email us. Almost everything is quicker to sort out by having the conversation.