Brand note: The Service was marketed as LockRoute before July 4, 2026 and is now marketed as ServiceHQ for every trade vertical. Same operator, same platform, same agreement — references to LockRoute in older order forms, receipts, message headers, or URLs (including the lockroute.app domain, which remains in service) refer to ServiceHQ, and accounts created under the LockRoute name continue under these Terms unchanged.
These Terms of Service ("Terms") govern your access to and use of the ServiceHQ platform ("Service"). By creating an account, accessing, or using the Service, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the Service.
Defined terms used here:
import_sessions; the raw CSV is automatically purged from that row once the import is committed.You must be at least 18 years old and authorized to bind your business to these Terms to create an account. You agree to provide accurate, current, and complete information and to keep it updated. You are responsible for safeguarding your password and for all activity under your account. Notify us immediately at [email protected] of any unauthorized use.
You represent and warrant that you are not located in, organized under the laws of, or ordinarily resident in any country or territory subject to a comprehensive U.S. government embargo (currently including Cuba, Iran, North Korea, Syria, and the Crimea, Donetsk, and Luhansk regions of Ukraine), and that you are not identified on any U.S. government list of prohibited or restricted parties (including the U.S. Treasury OFAC Specially Designated Nationals and Blocked Persons list). You agree not to access, use, or export the Service in violation of U.S. export-control or economic-sanctions laws.
Each Sub-User login is for a single individual and may not be shared. If additional people need access, create additional Sub-User accounts (subject to the seat terms in §3.4). Shared logins undermine seat billing and the integrity of the sensitive-action audit log (§7K), and we may suspend a login we reasonably believe is being shared. You must not permit anyone you have not authorized to use your account, and you remain responsible for all activity under it.
The Account and the Customer Data within it are owned by the Dispatcher Company identified in the account registration. The designated account owner (or an authorized administrator) controls access, roles, and permissions for that Account. Where account ownership is genuinely disputed — for example following a change in business ownership, a partnership dissolution, or competing claims to a login — ServiceHQ will determine the likely owner based on the information reasonably available to us (registration and billing details, the contents of the Account, and profile / contact information) and may require the parties to resolve the matter through their own legal channels. While a genuine ownership dispute remains unresolved, we may suspend the Account (including disabling login and outbound messaging) to protect the security and privacy of the data it holds. ServiceHQ is not a party to, and is not liable for, disputes among a Dispatcher Company's owners, employees, partners, franchisees, or affiliates over access to or control of an Account.
New Dispatcher Companies receive a 14-day free trial. No payment information is required at signup; your card will not be charged until the trial ends. You may cancel during the trial without charge.
After the trial, your subscription auto-renews monthly at the plan rate displayed at signup until you cancel. An annual billing option is available on all paid plans at ten times the monthly rate (two months free); annual subscriptions renew yearly and are otherwise governed by the same cancellation and refund terms. Plan prices are listed at lockroute.app/#pricing and are subject to change with at least 30 days' notice for existing customers. Promotional "founding" rates lock the stated price for as long as the subscription remains active.
SMS credits are sold separately as one-time packs and are non-refundable. Unused credits do not expire. Auto-recharge is opt-in and can be disabled in settings. Each SMS sent through the Service consumes one credit; pricing is published at lockroute.app/#pricing.
Plans include a fixed number of dispatcher seats. Additional seats are billed monthly at the rate displayed in your account billing section, prorated for the current period and recurring at each renewal until revoked.
If a payment fails, you have a 24-hour grace period to update your payment method before the account is suspended. Suspended accounts retain data; access is restored upon successful payment. Accounts unpaid for 60+ days may be terminated and their data deleted.
Subscription fees are non-refundable except where required by law. Cancellation stops future renewals; you retain access through the end of the current billing period. SMS credits, extra-seat charges, and any other one-time fees are non-refundable.
Solo Operators residing in jurisdictions with statutory cooling-off periods for digital-services subscriptions (e.g., California's automatic-renewal law, Cal. Bus. & Prof. Code §17602) retain any non-waivable rights granted by those laws.
You may cancel anytime from your billing settings or the Stripe billing portal. Solo Operators may also cancel from the in-app Settings → Subscription panel. Cancellation takes effect at the end of the current billing period.
The optional Voice Add-On bills as a recurring monthly subscription line item (currently $50/mo) plus a per-number fee (currently $5/mo) for each Twilio voice number provisioned to your account. Voice calls consume voice minutes from a pre-purchased pool; minutes are sold as one-time non-refundable credit packs and do not expire. When the pool is exhausted, calls bill at an overage rate until the next pack is purchased or auto-recharge fires. Auto-recharge is opt-in and can be disabled in settings. The Voice Add-On is off by default and is enabled through your account settings.
The optional AI Receptionist add-on bills as a recurring monthly subscription line item (currently $99/mo) and includes 50 AI-handled calls per month. Additional calls bill at an overage rate ($0.55/call), invoiced once your accumulated overage crosses a $5 threshold. The Voice Add-On and AI Receptionist may be purchased together for $130/mo (a $19/mo discount). We make no representation about AI booking accuracy and you remain responsible for reviewing AI-booked Jobs before dispatch.
The optional Live Tracking feature, when enabled by ServiceHQ Staff for your account, lets your dispatcher staff see Partner and staff-technician positions on a live map while a Job is in en_route or on_site status (plus dispatcher-requested one-time location fixes). There is no separate per-month charge for Live Tracking during the current rollout phase; pricing may change with at least 30 days' notice. Live Tracking is off by default and gated by ServiceHQ Staff during the staged rollout.
Adding or removing add-ons mid-cycle is prorated by Stripe — you'll see prorated charges and credits on your next invoice. Removing an add-on takes effect immediately on our side; the proration credit reflects the unused portion of the cycle.
The Prepaid Booking model is the default and only payment model for Solo Operators; for Business and Professional plans it is enabled by ServiceHQ Staff. Prepaid lets you charge the End Customer at booking or service time (rather than at job completion) and, on multi-partner plans, offer the job to Partners as a flat fee. By using the Prepaid model you agree:
transfer_data.destination) — funds land in your Stripe balance, not ServiceHQ's. You are the merchant of record for these charges.Transfer.create(source_transaction=charge_id) from your Connect account to the Partner's Connect account on Job completion. You authorize ServiceHQ to fire that Transfer for the locked amount when the Partner marks complete or the customer pays.Transfer.create_reversal against that Transfer to claw back the partner share corresponding to the refunded portion.Chargebacks & disputes. Chargebacks and dispute fees on prepaid charges (including Solo) are debited from your Stripe Connect balance by Stripe; ServiceHQ does not advance, fund, or reverse Partner payouts already transferred beyond the automated clawback described above. You are responsible for clawing back any over-paid Partner amount on your own when the automated clawback is unavailable or fails.
The Service lets you record a Job as paid outside Stripe (cash, check, Venmo, Zelle, ACH). ServiceHQ does not move, custody, or audit those funds; we record only the amount, method, and timestamp you enter. You remain solely responsible for tax reporting, refund handling, and dispute resolution on off-platform payments. The "Send Pay Link" feature SMS- or emails the End Customer a link to the standard prepaid checkout flow described in §3.12 — sending a pay link is rate-limited to a small number of sends per Job to prevent customer-spam.
Dispatcher Companies may configure outbound webhook endpoints to receive job.payment_received, job.completed, and similar events. You are responsible for the security, retention, and downstream use of any End Customer or Partner data delivered to your webhook endpoint. ServiceHQ signs each webhook with an HMAC secret and rejects URLs pointing at private, loopback, or link-local network space. ServiceHQ disclaims liability for compromise of your receiving endpoint.
The ServiceHQ iOS application is distributed via the Apple App Store. All paid plans, add-ons, SMS credits, and voice-minute packs are billed via Stripe (not Apple In-App Purchase) because the Service qualifies as a B2B / SaaS service to a registered business. If Apple later requires IAP for any portion of the Service, we will give you 30 days' notice and migrate billing accordingly.
The Service uses Stripe (Stripe, Inc.) for all payment processing, card capture, and Connect payouts. Stripe is PCI DSS Level 1 certified; ServiceHQ servers never see, store, or process raw card numbers — Stripe Elements isolates card data at capture time. By using the Service to charge customers or receive payouts, you agree to:
By initiating Stripe Connect onboarding through ServiceHQ (whether on web or via the iOS app's hosted Stripe flow), you authorize ServiceHQ to request account creation on your behalf, and you acknowledge that completing onboarding constitutes your acceptance of the Stripe Services Agreement and Stripe Connected Account Agreement directly with Stripe. ServiceHQ is not a party to that agreement.
Dispatcher Companies and Partners receiving payouts must complete Stripe-hosted onboarding (which may include identity verification, bank account verification, and tax forms). Payout timing follows Stripe's standard schedule for your industry and account standing — typically 2 to 7 business days after a charge clears, depending on Stripe's risk assessment. ServiceHQ does not control payout timing or hold funds; Stripe does. Disputes, chargebacks, and reversals are governed by Stripe's policies; ServiceHQ will pass associated fees through to the originating account.
At-cost payment fee. ServiceHQ retains a 0.4% platform fee on customer card charges processed through the Service — a no-markup pass-through of the Connect payout fees Stripe bills the platform (see §3.12). Subscription fees (§3.2), add-on charges (§3.8, §3.9, §3.10), and that at-cost fee are ServiceHQ's only revenue from your account. For Solo Operators, no separate Partner Transfer is fired because the dispatcher and partner share one Connect account. For Business and Professional plans with auto-split enabled, the locked partner-payout amount is moved via Transfer.create(source_transaction=charge_id) from your Connect account to the Partner's Connect account; ServiceHQ never custodies the money flowing through.
You agree not to:
Sensitive personal information. The Service is not designed to hold highly sensitive identifiers, and you agree not to upload or enter into any field (including free-text customer or job notes) any Social Security numbers, driver's-license or passport numbers, full financial-account or payment-card numbers (card payments must be taken through Stripe per §4), or health / medical information. If any such data is uploaded, you agree to remove it promptly upon discovery, and we may remove it at our reasonable discretion.
Customer Data uploaded by a Dispatcher Company belongs to that Dispatcher Company. We process it only to deliver the Service, comply with law, or as instructed by the Dispatcher Company. Each Dispatcher Company's data is logically isolated from other tenants. We will not share Customer Data across tenants.
You represent and warrant that you have collected Customer Data lawfully, with appropriate notice and consent under applicable law (including TCPA for phone numbers used for SMS), and that you have the right to upload it to the Service.
Dispatcher Company admins may delete unpaid Jobs from their tenant; deletion cascades to related estimates, messages, photos, and recordings and is irreversible. Paid Jobs cannot be deleted and must instead be voided or refunded to preserve the audit trail.
Support tickets you submit via the in-app Bug/Question form are visible to ServiceHQ Staff and used solely to respond to your inquiry; they are retained for 24 months.
The Service sends SMS through Twilio under A2P 10DLC and Toll-Free Verification programs. By using the Service to send SMS, you certify and agree:
Sample message types sent through the platform are listed in the Privacy Policy > SMS / TCPA Compliance section. You are liable for any TCPA penalties, carrier filtering damages, or regulatory action arising from your use of SMS through the Service; ServiceHQ disclaims liability for your sending behavior.
If the Voice Add-On is enabled on your account, you certify and agree:
ServiceHQ provides the recording disclosure mechanism but disclaims liability for your downstream use of recordings. Penalties for unlawful recording can be substantial; consult counsel if uncertain about your jurisdiction.
If the AI Receptionist add-on is active on your account, you certify and agree:
If Live Tracking is enabled on your account, you certify and agree:
en_route / on_site. You are responsible for ensuring your Partners are informed that customers can see their position during active jobs before you enable that toggle.When you (or the Service on your behalf) sends a pay link, payment receipt, or post-service survey by SMS or email, you certify that the End Customer's phone number and/or email address was collected with consent for transactional service messages. Pay-link SMS and email contain the language required for transactional classification under CTIA guidelines and applicable mini-TCPA statutes. If a recipient texts STOP in response to a pay link, future SMS to that number is suppressed platform-wide and you must collect payment by other means. The Service rate-limits pay-link sends per Job (currently five sends per ten minutes) to prevent customer-spam.
The Service includes an Import flow that lets you upload CSV exports from another CRM (e.g., GorillaDesk) into your tenant. You certify that you have the lawful right to export that data from the source system and re-upload it into the Service. The Service stores the raw CSV temporarily in the import_sessions table while you preview + commit; once the import completes, the raw CSV is purged from that row and the parsed rows live in the standard production tables (customers, jobs, invoices, recurring service plans, payments, materials log) as if you had entered them natively. You may at any time export your data via the existing API or contact [email protected] for a bulk export. There is no fee to migrate in or out.
While a CRM-import window is active, you may set the customer-comms-mute toggle on your tenant so the Service silently skips customer-facing SMS / email notifications during dual-run with the source CRM. Internal partner-facing comms (job offers, tech alerts) continue uninterrupted.
The Service includes a satellite-map property measurement tool that displays third-party aerial imagery (Esri World Imagery) and lets your staff drag a polygon over a Customer or Site to record approximate square footage. The polygon and computed square-footage are stored on the Customer or Site record for quoting + reporting. The measurement is approximate, derived from aerial imagery that may be months or years old, and must not be used as a legal survey, property-line determination, or basis for permitting. You agree to use the measurement only for internal pricing and scoping; the Service makes no warranty of dimensional accuracy.
When you enable the Work Orders feature on your tenant, the Service generates a customer-facing receipt page on Job completion and sends the End Customer a link via SMS + email. The page is hosted at a public URL keyed by the Job's existing tracking token (rotateable). You control which sections appear (technician check-in/check-out times, materials applied, photos) via per-company toggles and may author per-service-type intro/signoff copy. You certify that the content you author is accurate, truthful, and complies with applicable consumer-protection laws (FTC, state attorney-general standards). The Service is not responsible for the substance of the work-order copy you author.
The Service ships a native iOS + Android app that wraps the partner and dispatcher portals. The app may register for native push notifications (Apple Push Notification service / Firebase Cloud Messaging) and, when configured, for Twilio Voice push so inbound calls to your business voice number ring inside the app with native call-screen UI (CallKit on iOS, ConnectionService on Android). You consent to (a) the push-token registration and (b) the audio capture during in-app calls, including any recordings the Voice Add-On creates per §7A. You may disable native push and uninstall the app at any time without affecting your subscription.
The owner of a Dispatcher Company tenant may create named Role Templates with granular permissions (view / create / edit / delete per entity) and assign Sub-Users to a template at invitation time. The owner is responsible for the appropriateness of the permissions granted; permissions assigned to a Sub-User are snapshotted at invitation time and only update when the owner explicitly re-syncs the user to the template. The Service is not liable for misuse of granted permissions by a Sub-User.
Service Templates created in the Service may carry a "Default Invoice Template" link. When a Job reaches the completed status — whether marked complete by a Sub-User, an administrator override, or automatic Stripe payment confirmation — the Service will create a draft Invoice attached to that Job, snapshotting the line items, title, and notes from the linked Invoice Template at the moment of completion. Subsequent edits to the Invoice Template do not retroactively change Invoices already issued. The behaviour is opt-in: a Service Template with no linked Invoice Template will not auto-generate an Invoice (the dispatcher can still create one manually via "+ Add Invoice" on the Job). On completion the Service may then automatically collect: when the End Customer has opted into auto-charge and has a saved card, the Invoice is charged to that card off-session; otherwise the payment link is texted/emailed to the End Customer automatically unless the Dispatcher Company disables auto-send in Settings or confirms an off-platform payment (cash/check) at the completion prompt, in which case the Invoice is marked paid instead. You are responsible for the accuracy of every Invoice the Service creates, sends, or charges on your behalf — including amounts collected automatically — and the Service makes no representation that the snapshotted line items are correct for any specific Job.
The Service records an append-only audit_log entry whenever a Sub-User performs a financially consequential action (voiding an invoice, marking an invoice paid, reverting a paid invoice to draft, issuing a Stripe refund). Each entry captures the action, the Sub-User's identity, source IP, user-agent, and a before/after snapshot of the affected record. The audit log is admin-only: only Sub-Users with company_admin, company_manager, or owner role on your tenant (and ServiceHQ Staff investigating support tickets) can read it via the in-app Activity Log surface in Settings → Compliance. The log cannot be edited or deleted on a per-row basis; this is intentional — its forensic value depends on tamper-evidence. Retention follows §9 of the Privacy Policy (13 months).
When you enable the in-app time clock, the Service records each Sub-User's clock-in / clock-out timestamps and (when location permission is granted on the Sub-User's device) the GPS coordinates at each clock event for geofence verification. You may also store an hourly pay rate per Sub-User, which the Service uses to compute labor-cost and gross-margin figures in the Reports tab. You acknowledge and agree that: (a) you are the controller of this data and are solely responsible for compliance with applicable federal, state, and local wage-and-hour, recordkeeping, and employee-privacy laws (including obtaining any required employee notice or consent for GPS-stamped time tracking); (b) the Service is a recordkeeping tool, not a payroll processor — it does not file taxes, issue paychecks, or remit withholdings; (c) you are responsible for the accuracy of the data (including correcting forgotten clock-outs and adjusting hourly rates) and for exporting it to your payroll system; (d) Sub-Users with the technician role do not see other employees' rates or pay totals, but Admins and Managers do. ServiceHQ does not assume any employer or co-employer relationship with your Sub-Users.
The Service includes optional automated follow-up sequences (lapsed-customer win-back, new-customer welcome, missed-appointment re-engage). All campaigns are OFF by default; enabling one is your decision and your representation that you may lawfully message the enrolled customers. By enabling a campaign you certify and agree:
The Service, its source code, design, and all related intellectual property are owned by ServiceHQ and its licensors. We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service for your business purposes during the term of your subscription. You retain all rights to your Customer Data; we receive only a limited license to host, process, and display it as needed to operate the Service.
Feedback you provide may be used by ServiceHQ without restriction or compensation.
The Service integrates with third-party providers (Stripe, Twilio, Resend, etc.). Use of those providers is subject to their own terms. We are not responsible for third-party services or their availability.
We aim for high uptime but do not guarantee uninterrupted availability. Scheduled maintenance, third-party outages, and other events may cause downtime. We may modify, suspend, or discontinue any part of the Service at any time; material reductions to paying customers' active features will be announced at least 30 days in advance.
The Service is provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to merchantability, fitness for a particular purpose, non-infringement, or that the Service will be error-free or uninterrupted.
ServiceHQ is a software tool. We do not perform locksmith, dispatch, or field services. We make no representations about the quality, safety, legality, or outcome of services provided by Partners or accepted by End Customers. Any disputes about service quality are between the End Customer, the Dispatcher Company, and the Partner.
To the maximum extent permitted by law, ServiceHQ, its affiliates, officers, employees, and agents will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business opportunity, arising from or related to the Service.
Our total aggregate liability for any claim arising from or related to the Service is limited to the greater of (a) $100 USD or (b) the amount you actually paid ServiceHQ in the twelve (12) months preceding the event giving rise to the claim.
Some jurisdictions do not allow these limitations; in those jurisdictions our liability is limited to the maximum extent permitted by law.
You agree to defend, indemnify, and hold harmless ServiceHQ, its affiliates, officers, employees, and agents from and against any claims, damages, liabilities, losses, costs, or expenses (including reasonable attorneys' fees) arising from or related to: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of applicable law (including TCPA); (d) Customer Data you upload; (e) services performed by you or your Partners; (f) your infringement of any third party's rights.
You may terminate by canceling your subscription. We may suspend or terminate immediately for breach of these Terms, suspected fraud, non-payment, or risk to the Service or other users. Upon termination, your right to use the Service ends. Surviving sections include payment obligations, intellectual property, disclaimers, limitation of liability, indemnification, and dispute resolution.
These Terms are governed by the laws of the State of South Carolina, without regard to its conflict-of-laws principles.
Binding arbitration. Any dispute arising from or related to these Terms or the Service will be resolved by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, in Horry County, South Carolina. Each party bears its own fees except where the AAA rules require otherwise. Either party may bring an individual claim in small-claims court instead, if the claim qualifies.
Class action waiver. You and ServiceHQ agree that any dispute will be brought only in an individual capacity and not as part of any class, collective, or representative action.
We may update these Terms. The "Last updated" date will reflect the change. Material changes will be announced by email to account owners at least 14 days before taking effect. Continued use after the effective date constitutes acceptance.
Notices to ServiceHQ: [email protected]. Notices to you may be sent to the email on file for your account; such notices are deemed received when sent.
You may not assign these Terms without our prior written consent. We may assign or transfer these Terms in connection with a merger, acquisition, or sale of assets, with notice to you.
If any provision is held unenforceable, the remaining provisions remain in effect. These Terms (along with the Privacy Policy and any order forms) constitute the entire agreement between you and ServiceHQ regarding the Service and supersede prior agreements.
Questions about these Terms: [email protected]