Terms of service

1. Who these terms are with

WorkOrders is provided by Molehill Creations Ltd, a company registered in New Zealand ("we", "us", "our"). By creating an account, subscribing, or using the service, the business you are creating the account for ("you") agrees to these terms.

If you are agreeing on behalf of a business, you confirm you are authorised to bind it. The account holder is the business, not the individual who happened to register.

2. What the service is

WorkOrders is a hosted job-management application for trades businesses. It ingests email from mailboxes you connect, turns requests into work orders, lets you assign and track them, sends status updates to your customers, and provides reporting and export.

We may change, add to, or remove features. We will not remove something you are relying on without notice where we reasonably can avoid it, and we will tell you before any change that materially reduces the service.

3. Your account and your team

• You are responsible for everything done under your account, including by your team members and anyone you invite.
• Keep credentials secure. Tell us promptly if you believe an account has been compromised.
• Each person who logs in needs their own login. Shared logins make the audit trail worthless and are not permitted.
• Your plan has a cap on active team members. Deactivated members do not count. Exceeding your cap requires moving to a plan that accommodates it.

4. Free trial

New accounts get a free trial of 20 days with no payment details required. During the trial your active-member cap is that of our largest plan.

When the trial ends, access to the application is suspended until you subscribe. Your data is not deleted at the end of a trial. If you subscribe later, everything is as you left it. See §8 for how long we keep data on a closed account.

5. Fees, billing and cancellation

• Prices are shown in New Zealand dollars and are exclusive of GST. GST is added where it applies.
• Subscriptions are billed monthly in advance, and renew automatically until cancelled.
• Payments are processed by Stripe. We do not receive or store your full card number — Stripe does. Their terms and privacy policy apply to that processing.
• You can cancel at any time from the billing page. Cancellation takes effect at the end of the period you have already paid for; we do not refund part of a month.
• We may change prices with at least 30 days' notice by email to your account owner. If you don't want to continue at the new price, cancel before it takes effect.
• If a payment fails we will retry and email you. Persistent non-payment suspends the account; see §8.

6. Your data

Your data is yours. Work orders, customers, sites, ingested email, attachments and everything else you put into WorkOrders remain your property. You grant us only the licence we need to host, process, back up and display it in order to provide the service to you.

You are responsible for having the right to put that data into WorkOrders — including, where you connect a mailbox, the authority to have its contents processed. See the privacy policy for what we do with it.

You can export your work order data as CSV at any time while your account is active. We will not hold your data hostage to keep you subscribed.

7. Acceptable use

You must not:

• use the service to break the law, or to send unlawful, harassing or deceptive messages to your customers;
• connect a mailbox you are not authorised to have processed;
• attempt to access another customer's data, probe or test our security without written permission, or interfere with the service's operation;
• resell or provide the service to third parties as your own without our agreement;
• use the service to store data you know to be extremely sensitive and outside the ordinary scope of trades work — for example, health records or payment card data.

8. Suspension, termination and what happens to your data

• You may close your account at any time.
• We may suspend an account for non-payment, or for a breach of §7, having given you notice and a reasonable chance to fix it — except where the breach is causing immediate harm, when we may suspend first and tell you straight after.
• After an account is closed or has been suspended for non-payment, we keep your data for 90 days so it can be recovered if you come back or need an export. After that it is deleted from live systems, and purged from backups on the ordinary backup rotation.
• Ask us within that window and we will provide an export.

9. Availability and support

We aim to keep WorkOrders available and to keep it fast, but we do not offer a contractual uptime guarantee or service credits. Planned maintenance is announced in advance where we can.

Support is by email during New Zealand business hours. We aim to reply within one working day. Priority support, where a plan includes it, means we look at yours first — not that we are staffed overnight.

10. AI-assisted features

WorkOrders uses AI models to summarise incoming email, suggest an urgency, extract details such as a site or a contact, and describe attachments. These are suggestions. They can be wrong.

Nothing generated by a model is sent to your customer or acted on without a person reviewing it, and every extracted field is editable. You remain responsible for decisions your business makes — including how you triage an emergency. Do not rely on an AI urgency rating as a safety control.

Processing email content involves sending it to a third-party model provider. The privacy policy sets out who, and on what terms.

11. Consumer law, warranties and liability

Consumer Guarantees Act 1993. You acquire WorkOrders for the purposes of a business. To the extent permitted by section 43(2) of the Consumer Guarantees Act 1993, you and we agree that the Act does not apply, and that this is fair and reasonable given the price and the nature of the service. Nothing in these terms limits rights that cannot lawfully be excluded — including under the Fair Trading Act 1986.

Apart from those guarantees, the service is provided "as is". We do not warrant that it will be uninterrupted or error-free, or that AI-generated output will be accurate.

Liability cap. To the maximum extent permitted by law, our total liability to you in connection with the service, in any 12-month period, is limited to the fees you paid us in the 12 months before the claim arose. Neither of us is liable to the other for indirect or consequential loss, or for loss of profit, revenue, goodwill or anticipated savings.

12. Changes to these terms

We may update these terms. For material changes we will email the account owner at least 30 days beforehand, and the date at the top of this page will change. Continuing to use the service after a change takes effect means you accept it; if you do not, cancel before then.

13. Governing law and disputes

These terms are governed by New Zealand law, and the New Zealand courts have non-exclusive jurisdiction. Before starting proceedings, both of us agree to raise the issue in writing and to genuinely try to resolve it — most things are a misunderstanding that one email fixes.

14. Contact

Questions about these terms go to hello@workorders.div.nz, or through the contact page.