Terms of service for trades firms

Turstone Ltd, Ireland. Company number: to be added. Registered office: to be added.

Version 1.0. Checked against Irish law by Turstone using primary sources; not reviewed by a solicitor.

Version 1.0, 2026-10-27 (0.1 of 2026-10-26 was a draft of the design; 1.0 is checked against the product as built and against the Irish sources listed in VERIFICATION.md).

These terms are between Turstone Ltd, company number to be added, registered office to be added ("Turstone", "we"), and the business that signs up to use Turstone for its heating, plumbing, electrical, heat-pump or similar trade ("you", "the firm"). The data processing agreement in the data processing agreement and its annex form part of these terms. You accept them for your business, not as a consumer.

1. The service

Turstone is software for running a trades business: - customers, their sites (addresses with Eircode) and the equipment at each site; - your own diary and jobs, with a job status from enquiry to paid; - quotes your customers view and accept online, and invoices with sequential numbers and credit notes; - a technician app on your technicians' phones (an installable web app that keeps working on a bad signal); - annual service reminders for equipment, and service plans your customers pay for on your own Stripe account; - copies of certificates, photos and signatures; - text messages to your customers, a two-way text inbox, missed-call text-back and an AI receptionist (section 7); - an office Today screen, reports for the owner, and exports of your data as files.

Turstone does not file anything for you. It does not make RCT returns, run payroll, keep stock, do job costing or time sheets, plan routes, tender, or send invoices to Revenue (e-invoicing). Certificates stay filed on the official portals (RGII, Safe Electric); Turstone keeps copies only. Turstone sends no email to your customers: quotes, invoices and plans go by text link, and you email the PDF yourself where these terms say so.

2. Plans and billing

Team: EUR 299 a month plus VAT. Unlimited office users and technicians, the AI receptionist, and 1,000 texts a month.
Solo: EUR 99 a month plus VAT. One user (the owner), the AI receptionist, and 300 texts a month.
You pay when you sign up, then monthly in advance through Stripe. VAT is added by Stripe Tax.
Your price is locked for 3 years. The monthly price you join on stays your price for 3 years from the day your subscription starts, as long as it continues without a break, even if the list price for new customers rises. After 3 years your price moves to the list price then in force, and we tell you at least 60 days before.
Founding firms. The first 50 firms to take the Team plan as their first Turstone subscription pay EUR 149 a month plus VAT for their first 12 months, then EUR 299 a month plus VAT. Stripe counts the 50; a firm that has had a Turstone subscription before, or that takes the Solo plan, does not get it. The 3-year lock applies to the EUR 299 price from the start of the subscription.
Texts. A long text counts as 2 or 3, as the networks bill it. Texts keep going past your allowance: each extra 100 texts, or part of 100, in a calendar month costs EUR 8 plus VAT. Turstone adds it to your next invoice by hand; it is never charged automatically.
Changing plan. You can move between Team and Solo in the billing page; Stripe prorates the price. A Solo firm has one login; if you have more, Turstone asks you to move to Team.
You may cancel at any time. The subscription ends at the end of the paid period and nothing is refunded for the rest of it, except the first payment under section 4.
If a payment fails we send notices first. If an invoice stays unpaid for more than 7 days, or the subscription is cancelled, automatic texts pause: job reminders, quote follow-ups, invoice reminders, service reminders, missed-call and enquiry replies, review requests and waiting-list offers. Texts a customer is waiting for still go out: a quote or invoice you send, a job confirmation, an "on my way" text, a payment link, a plan payment link, and texts the law requires, such as the answer to an opt-out. Automatic texts resume once payment is made.

3. Free access

Where Turstone gives you a free-access code, Turstone is free for the period Turstone states in writing, with no service level, and either side may end it at any time. Everything else in these terms applies. When it ends, you either subscribe or your data is deleted as the DPA says.

4. 30-day refund

If you cancel within 30 days of your first payment, Turstone refunds that first payment in full and does not ask why. It applies once per firm, to the first paid month only, through Stripe to the card or account that paid. There are no service credits, and Turstone makes no promise of results.

5. Your customers' money

Your customers pay you, not Turstone. Pay links on quotes (deposits), invoices and service plans are Stripe Checkout pages on your own Stripe account, under your own agreement with Stripe; you are the merchant of record. For a service plan, the customer's saved card is held by your Stripe account, never by Turstone. Turstone is not a payment service provider: it never holds, receives or pays out your customers' money, takes no fee from those payments, and only creates payment requests and reads their status on your instruction. Stripe's fees and rules, refunds and disputes are between you, Stripe and your customer; refunds are made by you in your Stripe Dashboard. Cash, bank transfer and cheque payments are recorded by you; a payment a technician records waits for the office to confirm it.

6. Quotes, plans and consumer law

You are the trader. When your customer is a consumer (a person buying for their home or themselves, including a sole trader buying for their own home), the Consumer Rights Act 2022 gives them rights that Turstone's pages are built to respect, and some that only you can keep. Turstone supplies the pages and the wording; it does not give legal advice.

Which customers are private. Mark a customer as a business only when it is a company, or a person buying for their trade or business. Every other customer is private, and their quotes and plans show the consumer information and the right to cancel. If in doubt, leave the customer as private.

The quote page. Your customer opens a quote by a text link. Above the button it shows your business name, address, phone and email, the work, every line with its VAT rate, the total price including VAT, any deposit, how and when you invoice, how long the quote is valid, your legal duty of care, how to complain, the right to cancel with the model instructions from the Act, and the model cancellation form. The customer types their name, signs (or chooses to type their name only), may tick a box asking you to start within the cancellation period (it is never ticked for them), and presses a button that says "Accept and agree to pay", with the total shown directly above it. Turstone records the name, the signature, the time, a fingerprint (hash) of the quote exactly as shown, the version of the wording, and whether the customer asked you to start early. It records no IP address and no device fingerprint.

What you must do for each quote to a private customer: - Put everything the customer will pay in the quote's lines. The page says there are no other charges; a call-out fee or anything else not in the lines cannot be charged. - The page says you invoice when the work is done. If you want stage payments, put them in the quote as a deposit or agree them in writing before the customer accepts. - Email the quote PDF to the customer (or hand them a printed copy) when you send a quote after visiting their home, before they accept. If they accept while you are with them, or straight after you were with them, the Act treats it as an off-premises contract, and the information must be on paper or, if they agree, by email, before they are bound. - After they accept, email them the accepted quote PDF (or give them a printed copy) before any work starts. It holds the quote, the cancellation information and form, their name, the time they accepted and whether they asked you to start early: it is the confirmation on a durable medium the Act asks for. The "quote accepted" to-do reminds you. - Do not start work in the 14 days after acceptance unless the customer ticked the box, or asked you in writing later (a text or an email from them is enough; keep it). If they cancel after you start at their request, they pay only for the work done in proportion; if you start without their request, they pay nothing for it. - If the quote supplies goods they keep (a boiler, a heat pump, radiators), the cancellation period does not end until 14 days after they get the goods, so it can run past the work's start. The page tells them so. - Do not use Turstone for a quote that follows a visit to the customer's home that they did not ask for (a cold call). The law gives 30 days to cancel in that case and Turstone's page gives 14. - Respect a cancellation. Refund every payment, including the deposit, within 14 days, by the same means (refund a card payment in your Stripe Dashboard). - The Act does not give a right to cancel where the customer asked you to come for urgent repairs or maintenance; extra work or goods (other than replacement parts) you sell on that visit can still be cancelled. Turstone's page shows the cancellation information on every quote to a private customer; that gives the customer a right you might not otherwise owe, and you accept that.

Cancelling online. When a private customer accepts a quote online, the page then shows a "Cancel contract here" function for the cancellation period, as section 115A of the Act requires. The customer confirms their name and gives an email address or mobile for your reply, then presses "Confirm cancellation". Turstone records the statement with its date and time, shows it to the customer and raises a to-do. You must then send the customer an acknowledgement by email (or text), without undue delay, with what they sent and when; the to-do gives you the words. Turstone's function stays open until 14 days after the later of the acceptance and the job's completion, as long as the quote's link is live (about 3 months after the quote was sent); a customer can always cancel by email or letter too.

Service plans. A plan your customer starts from a text link is a contract of no fixed end. The plan page shows your details, the plan and its price including VAT, how it renews and how to end it, the 14-day right to cancel in the Act's model words and the cancellation form, and a button that says "Start the plan and agree to pay". You must: - email the customer the plan wording (or give it on paper) before the first visit; - not visit under the plan in the first 14 days unless they ask in writing; - end the plan when the customer asks, and refund as the plan wording says (a yearly plan cancelled part way through: the whole months left, less your normal price for a service visit already done that year). You end it in Turstone, which cancels it on your Stripe account; - until Turstone adds a "Cancel contract here" function to the plan page, accept a plan cancellation by any means and acknowledge it by email the same day; Turstone tells you when the function is live.

Before you start work in general: check that the wording fits your business (your contact details, any guarantee, your complaints process). If you belong to a code of practice or an out-of-court complaints scheme, tell the customer in the quote's introduction.

7. Texts and the AI receptionist

Sender name. You choose your sender name and confirm it is your business's name. Turstone registers it with ComReg's SMS Sender ID Registry for you. ComReg sets no processing time; it usually takes about 2 weeks, and automatic texts start only after that. Texts from a name that is not registered reach phones labelled "Likely SCAM".
Service texts (job confirmations, reminders, "on my way", quotes, invoices and invoice reminders at 7, 14 and 30 days after the due date, plan payment links) are sent because the customer has a job or a document with you. Every text names your business and has an opt-out link.
Service reminders for equipment are direct marketing under the ePrivacy Regulations (S.I. 336 of 2011). They are off until you choose a basis in setup: the existing-customer rule or the customer's consent. Under the existing-customer rule Turstone sends a first reminder only where you finished a job for that customer in the last 12 months. You may use that rule only if you got the customer's mobile number when you sold them the work, the reminder is for a similar service of your own, and you told them when you took the number that they could refuse marketing texts (the customer notice does this). You are responsible for that basis.
Review requests and the waiting list (each off until you switch it on). After a job is done, a text with a link to your own Google review page, at most once per person in 365 days; Turstone never writes, edits or chooses a review. A waiting list offers a cancelled visit's slot to customers who asked to be on it.
Late cancellation fees. Ask a customer for a late cancellation fee only if you agreed it with them, with its amount, before they booked.
The inbox is for ordinary job administration. It is not monitored out of hours and is not for emergencies.
Missed calls. When you divert unanswered calls to your Turstone number, the caller hears a short fixed message and a caller on an Irish mobile gets one text back, which gives the gas emergency number and 112 or 999. Calls are never recorded.
AI receptionist. When you switch it on, calls to your Turstone number outside your working hours are answered by an automated assistant. Its first words say it is an automated assistant and an AI, as Article 50 of the EU AI Act requires. It takes a message: the caller's name and number, a short reason and a good time to call back. Apart from its fixed safety lines, it never gives repair or DIY advice, never quotes a price and never reads out a customer's or anyone else's phone number. If a caller describes an emergency, such as a smell of gas, fallen wires, a carbon monoxide alarm, a burst pipe, fire or danger to life, it speaks a fixed safety line (for example Gas Networks Ireland's emergency number for gas, ESB Networks for fallen wires, or 112 or 999) and offers no booking in that call.
Booking by phone is off by default. If you switch it on, the assistant may offer a slot only in the times you mark "bookable by phone", only for the job types you allow, at most one booking per call, never in a call where it spoke an emergency line, never for a quote request, and never for a withheld number or a number that is not an Irish mobile. The assistant tells the caller the visit is pencilled in and that your team will ring to confirm; the customer then gets your usual visit confirmation text, and your office gets a to-do to check it. The booking is made by Turstone's server from your diary, not by the AI model. No price is agreed on the call: when you ring to confirm, tell the customer any call-out charge and what the visit will cost, before you go, and send any quote for the work through Turstone.
Calls are never recorded. The written transcript and message are kept sealed for 30 days and then deleted. The live speech of a receptionist call is turned into text and spoken back by Twilio and its speech providers; Twilio does not document that processing as kept in the EU, so it may be processed outside the EU, under Twilio's data processing agreement (see the DPA, section 12). Texts and everything Turstone stores stay in the EU. You must tell your customers you use an automated assistant (see the customer notice), and you stay responsible for returning calls and for any emergency response you offer. Your Turstone number can take up to 2 weeks to start working after sign-up.

8. Invoices and VAT

Turstone numbers invoices and credit notes in one unbroken sequence and prints what Revenue lists for a VAT invoice: the date, the number, your name, address and VAT number, the customer's name and address, the quantity and nature of what was supplied, the unit price without VAT, any discount, the VAT by rate, the total VAT and the date of supply, from the business details, VAT number and rates you enter. A credit note names the invoice it corrects and the reason. An issued invoice cannot be changed; it is corrected by a credit note.
You choose the VAT rate of each line. Turstone may warn you, but it is not a tax adviser. As a guide only: repairs, maintenance and the installation of heating, plumbing and electrical services are usually at the 13.5% rate (with the two-thirds rule for goods); the supply and installation of a heat pump heating system by the same business is at 9% from 1 January 2025; the supply and installation of solar panels on a private home is at 0% from 1 May 2023. Check Revenue's guidance for each job.
Reverse charge (RCT). Only where you work as a subcontractor for a principal contractor under RCT, choose the reverse charge: the invoice then shows no VAT and says "VAT on this supply to be accounted for by the principal contractor". Never use it for a private householder. You make your own RCT returns.
Records. Turstone never deletes an issued invoice or credit note while your account is open, including when a customer asks to be erased (the customer link is removed and the invoice copy stays). Revenue asks you to keep VAT records for 6 years; that duty is yours. Turstone's invoice export gives you a copy; keep it for 6 years after you leave Turstone (section 14).

9. Technicians and their phones

You invite your technicians and remove them when they leave. A technician sees only their own visits from today to a week ahead, and no customer list, no prices of other jobs and no money totals beyond the amount due on their own job.
To work offline, the technician app keeps on the phone, encrypted: today's own visits (customer name, address, Eircode, phone, job title, checklist) until midnight, and changes waiting to sync for up to 72 hours. Site access notes (key safe or gate codes) are never kept on the phone. The encryption protects the stored files; it does not protect a phone that is unlocked.
You make sure every phone used for Turstone has a screen lock (a PIN, password or biometric) that locks the phone after a short idle time, and that technicians sign out of Turstone on any phone they hand on. You remove a technician in Turstone as soon as they leave or lose their phone; the app wipes its stored visits at the next sync after the removal.
The Navigate button opens Google Maps on the phone with the site's Eircode; that is the technician's own action on their phone, and Turstone sends nothing to Google for it.
Turstone does not track technicians' locations.

10. Files, photos, certificates and signatures

Photos, certificate copies, other documents and signatures are encrypted with your firm's own key before they are stored, in a private store in the EU, and are opened only through Turstone. Photos are re-encoded on the phone and their location, time and camera data removed again on the server. Job photos taken in the technician app are deleted 24 months after they were taken; download any you need for longer (for example for a guarantee claim). Photos, certificates and documents the office adds to a site or a piece of equipment stay until you delete them or the site; signatures stay with their job or quote. A file you delete is removed from the live store after 30 days, and any stored earlier copy expires within a further 30 days. You are responsible for having the right to take and keep each photo and document, and for keeping your own certificate records where the law or your registration body requires.

11. Your duties

Give accurate business details, VAT number, IBAN, prices and your own email and phone (the quote page and the invoices show them).
Provide your own customer privacy notice; the customer notice is a starting point.
Do not put health or other sensitive details about customers into Turstone (for example in job titles or notes). Turstone has no field for them.
Keep sign-in details secure. Owners must use multi-factor authentication.
Use Turstone only for your trade's customers and jobs, and send no unlawful or deceptive messages. Do not try to get round tenant isolation or security, and do not load data you have no right to use.

12. Availability and support

We aim for 99.5% availability each month, measured by us; that is a target, not a promise. There are no service credits. Support is by email on business days. The technician app keeps working offline for the limits in section 9, but changes reach the office only once the phone is back online.

13. Data protection

Turstone processes your customers' data for you under the DPA, which prevails over these terms on data protection. For your own account and sign-in data, Turstone is the controller under its privacy notice.

14. Changes, ending and your data

We may change these terms with 30 days' notice; you may then end the service. A change never raises your price during its 3-year lock.
Either side may end for serious breach. Turstone may also end the service for any reason with at least 60 days' notice: during the notice your automatic texts and opt-outs keep running, and you can export all your data.
You can export all your data as files at any time, including customers, sites, equipment, jobs, quotes, invoices, credit notes, payments and files. After the end, Turstone deletes your data as the DPA says. Turstone does not keep your invoices for you after the end: export them before you leave and keep them for 6 years.

15. Liability

Nothing limits liability that cannot be limited by law, such as liability for fraud, or for death or personal injury caused by negligence. Otherwise Turstone's total liability in any 12 months is capped at the greater of the fees you paid in the previous 12 months and EUR 5,000, and Turstone is not liable for lost profit or indirect loss. Turstone is not liable for your VAT returns and the rates you choose, your quotes' terms, your work, a cancellation you did not respect, or the safety advice you give your customers. Where Turstone's page or wording itself is wrong (for example a statement the Act requires that Turstone's page leaves out), that is Turstone's responsibility within this cap.

16. Ownership and suspension

You own your data. Turstone owns the software and its content and gives you the right to use it while your subscription lasts. Turstone may suspend access at once, in whole or in part, where needed to stop a security incident, unlawful use or a breach of section 11, and tells you why as soon as it safely can.

17. Governing law

Irish law; the courts of Ireland have jurisdiction.

Defaults applied

Liability, availability, support, change and ending terms follow the dental terms (version 1.0). No pilot agreement and no referral reward for trades; a free period is section 3. Prices and the founding offer from docs/trades/onboarding.md (owner decisions 2026-10-26). The checks behind each statement: VERIFICATION.md.