Terms of Service

These Terms of Service ("Terms") govern your use of Plumbify ("the Service"). By signing up for or using the Service, you agree to these Terms. If you don't agree, don't use the Service.

Plumbify is operated by Burns Labs Ltd, a company registered in England and Wales (Company No. 17233448) with registered office at 4 Sissinghurst Drive, Thrapston, Northamptonshire NN14 4XQ, United Kingdom ("Plumbify", "we", "us", "our"). Contact: joe@getplumbify.com.

1. What Plumbify is

Plumbify is a software-as-a-service platform for plumbing contractors. We provide automated customer-communication workflows — including but not limited to:

• Automated SMS replies to missed calls ("Text-Back")
• AI voice receptionist for inbound calls
• A web dashboard showing your account activity
• Other workflows we offer or develop over time, as listed on getplumbify.com

We provision phone numbers, configure communication routing, and log events to a dashboard you can log into. We do not perform plumbing services and are not a marketplace connecting plumbers to homeowners.

2. Your account

To use Plumbify, you must:

• Be at least 18 years old
• Operate a legitimate plumbing business or have authorization to subscribe on its behalf
• Provide accurate registration information
• Keep your login credentials secure — you're responsible for activity on your account

You may not share your account with another business. Each plumbing business needs its own subscription.

3. Subscription and billing

Fees. The Service is offered on a monthly subscription basis, billed in advance. Some plans include a one-time setup fee charged at signup, in addition to the recurring subscription fee. Prices are stated in US dollars on getplumbify.com.

Payment. Payment is processed by Stripe, our payment processor. By signing up you authorize us to charge your card automatically each billing period until you cancel.

Setup fees are non-refundable. Setup fees compensate us for provisioning your phone number, configuring your account, and onboarding your business. Once setup work has begun (typically within 24 hours of payment), the setup fee is non-refundable.

Monthly subscription fees are not pro-rated on cancellation — if you cancel mid-month, you keep access until the end of your current paid period.

Failed payments. If a card payment fails, we'll retry over a 14-day period. If payment isn't resolved, we may suspend or terminate your account.

Price changes. If we change subscription pricing, current customers locked into "founding member" rates are unaffected — see section 11. Other customers receive at least 30 days' notice by email before any price change takes effect.

4. Cancellation

You can cancel any time. To cancel, email joe@getplumbify.com or use the cancellation flow in your dashboard if available. On cancellation:

• Your subscription stops renewing
• You retain access until the end of your current paid period
• Your Twilio phone number is released back to the carrier 14 days after cancellation unless you transfer it to your own Twilio account
• Your event data is retained per the Privacy Policy

5. Acceptable use

You agree not to use Plumbify to:

• Send spam, unsolicited bulk messages, or marketing messages without proper consent
• Send messages that are deceptive, abusive, threatening, defamatory, or unlawful
• Violate telecommunications regulations including TCPA, A2P 10DLC rules, or carrier policies
• Resell or sub-license the Service to third parties without our written agreement
• Reverse engineer, scrape, or attempt to circumvent our security controls
• Use the Service for any business other than residential or commercial plumbing

Plumbify supports conversational SMS (automatic responses to inbound calls or chats) and transactional SMS triggered by your business activity (post-job Review requests, Quote Follow-Up reminders, missed-call Text-Back). All such messages go to recipients with whom you have an established business relationship — see Section 5a. We do not support cold outreach, mass marketing campaigns, purchased-list outreach, political messaging, or any restricted message category under TCPA, A2P 10DLC, or carrier policy.

Violation of these acceptable-use rules may result in immediate suspension or termination without refund.

5a. SMS compliance and consent

SMS sent through Plumbify is subject to US telecommunications law (including the Telephone Consumer Protection Act, "TCPA"), A2P 10DLC rules, toll-free verification rules, and the policies of the underlying carriers. You are responsible for ensuring that:

• Consent. Every recipient of SMS sent through Plumbify — including every customer for whom you trigger a Review request, Quote Follow-Up, or Text-Back, and any number called via your Plumbify phone number — has an established business relationship with you and/or has provided documented prior express consent to receive automated text messages from your business.
• Hours. You only initiate outbound SMS during permitted hours: 8 a.m. – 9 p.m. local time of the recipient.
• Opt-outs. You promptly honour opt-out requests. Plumbify automatically processes STOP, UNSUBSCRIBE, CANCEL, and similar replies, and auto-appends opt-out language to outbound messages — you must not attempt to circumvent these mechanisms, and you may not text a recipient who has opted out.
• Restricted categories. You do not use Plumbify for any restricted message category under TCPA, A2P 10DLC, or carrier policy, including but not limited to: political campaigns, sweepstakes or contests, payday or short-term loans, debt collection, cannabis or CBD products, firearms, gambling, cryptocurrency, or adult content.
• Truthful identification. Every message clearly identifies your business as the sender, and does not impersonate any other person or business.

Indemnification. You indemnify and hold harmless Plumbify, its operators, officers, employees, and contractors against any claim, lawsuit, regulatory action, carrier penalty, settlement, or judgement arising from your failure to comply with this Section 5a, with applicable telecommunications law, or with carrier policy. You agree to pay any legal costs, settlement amounts, and damages Plumbify incurs because of your non-compliance.

Compliance tooling, not a guarantee. Plumbify provides automated compliance tooling — STOP/UNSUBSCRIBE detection, per-customer opt-out tracking, auto-appended opt-out language on outbound messages — to help you stay compliant. We cannot, however, verify or police every recipient's individual consent status. Consent is a responsibility you hold as the sender on your Plumbify phone number, and the tooling does not transfer that responsibility to us.

6. Your data and content

You own the data you provide to Plumbify (your business information, customer phone numbers, message content). By using the Service, you grant us a limited license to process this data solely to deliver the Service.

Privacy details are covered in our Privacy Policy.

7. Service availability

We aim for high uptime but don't guarantee uninterrupted service. Plumbify depends on third-party providers (Twilio, Supabase, Stripe, etc.) and on the public internet. We're not liable for downtime caused by these dependencies, scheduled maintenance, or factors outside our reasonable control.

If the Service is unavailable for more than 48 consecutive hours due to our fault, contact us and we'll credit your account for the affected period.

8. Intellectual property

Plumbify owns the Service, the brand "Plumbify", the software, and all related intellectual property. You receive a non-exclusive, non-transferable right to use the Service while your subscription is active. You may not copy, modify, or create derivative works of the Service.

9. Limitation of liability

To the maximum extent permitted by law:

• The Service is provided "as is" without warranties of any kind
• We are not liable for indirect, incidental, consequential, or punitive damages
• Our total liability for any claim relating to the Service is limited to the amounts you paid us in the 3 months preceding the claim
• We are specifically not responsible for lost revenue, missed jobs, or business outcomes that depend on our Service performing perfectly. We are a tool; outcomes depend on many factors outside our control.

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

10. Termination by us

We may suspend or terminate your account if:

• You violate these Terms
• Your payment fails and is not resolved within 14 days
• You use the Service in a way that risks our relationships with Twilio, Stripe, or other providers
• We are required to do so by law

If we terminate for cause, no refund is owed. If we terminate for our own convenience, we'll refund any pre-paid unused subscription fees.

11. Founding member pricing

Customers who signed up during the founding-member promotion receive lifetime pricing at the rates stated at signup, for as long as their subscription remains continuously active. If you cancel and re-subscribe later, the lifetime price guarantee no longer applies.

12. Changes to these Terms

We may update these Terms from time to time. Material changes will be announced to customers by email at least 30 days before taking effect. Continued use of the Service after changes take effect means you accept the new Terms.

13. Governing law

These Terms are governed by the laws of England and Wales. Any disputes will be resolved in the courts of England and Wales, except where consumer protection laws require otherwise.

14. Contact

Questions about these Terms can be sent to:

• Email: joe@getplumbify.com
• Post: Burns Labs Ltd, 4 Sissinghurst Drive, Thrapston, Northamptonshire NN14 4XQ, United Kingdom