Glo Terms of Service

These terms are the agreement between you, a business that uses Glo, and us, the people who make Glo.

Glo is operated by Connor Wu trading as Glo, ABN 23 380 080 435, of Unit B14, 161 Arthur Street, Homebush West NSW 2140. You can reach us at hello@welcomeglo.com.

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The short version#

This summary is here so you can see the shape of the agreement quickly. It is a summary and nothing more. It does not change, limit or add to the numbered clauses below, and where the two differ the numbered clauses are the agreement.

• We supply software. You supply the work. Where you take payment through Glo, your client's money goes straight into your own Stripe account. It never passes through us and we take no part of it. Clause 9.
• Your trial is 14 days and we do not ask for a card. Nothing can be charged unless you choose a plan yourself. Clause 7.
• You can cancel at any time, with no notice period and no exit fee, in the billing portal. You keep access to the end of the period you have already paid for. Clause 8.6.
• We give you at least 30 days notice before a price change or a new provider handling your data, and you can leave before it takes effect. Clause 8.9 and clause 16.2.
• The same 30 days applies to any change to these terms that takes something away from you. A change that takes nothing away, such as a correction or something new, applies as soon as we publish it, and where it is not obvious which kind a change is we treat it as the kind that needs notice. Clause 25.
• If your subscription lapses, your clients are never affected. Your booking page and your clients' tracking pages keep working. Clause 14.5.
• You always keep your records. There is a permanent, free download of all your financial records that keeps working even when your account is locked, and we email you a complete export at the moment of locking. Clause 14.6 and clause 14.7.
• Your data is yours. Clause 12.
• If something we hold for you is exposed, we tell you fast, and within 24 hours of having reasonable grounds to suspect it. Clause 12.7.
• Glo is a tool, not a tax agent. We do not lodge anything with the ATO and we do not give tax advice. Clause 13.
• Nothing here takes away your rights under the Australian Consumer Law. Clause 18.

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1. Who this agreement is between#

1.1 This agreement is between Connor Wu trading as Glo, ABN 23 380 080 435, of Unit B14, 161 Arthur Street, Homebush West NSW 2140, which operates the Glo software, and you, the business that has an account for the Service.

1.2 In these terms, "we", "us" and "our" mean Connor Wu trading as Glo. "You" and "your" mean the business that holds the Account, and every person who uses the Service under that Account.

1.3 There are three different kinds of people in the picture and it matters which is which:

• Us. We make and run the software.
• You. You are our customer. You pay us a subscription.
• Your clients. The people and businesses you do work for. They are not our customers. They do not have an account with us, they never log in, and they never pay us. They reach the pages we host for you through a private link you or we send them.

1.4 Nothing in this agreement makes us partners, and neither of us is the other's agent, employee or joint venturer. You do not have authority to bind us and we do not have authority to bind you.

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2. The words we use#

2.1 The Service means the Glo software and everything we provide with it, however you reach it: in a web browser, through any Glo App, through any interface or API we make available, and through any page we host for you or for your clients. That includes your booking page, your clients' tracking pages, and the invoice and quote pages you send them. It includes any later version of Glo and anything that replaces it.

2.2 A Glo App means any application we publish for a phone, tablet or computer. A Glo App is a way to reach the Service. It is not a separate service, and your Subscription is to the Service. If we never publish one, or we withdraw one, your Subscription is not affected.

2.3 A Distribution Channel means any third party platform through which we make a Glo App available, including the Apple App Store and Google Play.

2.4 Your Account means the business account you hold with us, together with every User account under it.

2.5 A User means a person you have given a login to under your Account, in one of the roles described in clause 6.

2.6 A Client means one of your own customers: a person or business you supply services to.

2.7 Your Data means everything you and your Users put into the Service or generate through it, including your business details, your services and prices, your Clients' details, the details of the things you work on, your bookings, your messages, your invoices, quotes, adjustment notes, expenses, receipt images and vehicle logbook entries.

Today the Service records the things you work on as vehicles, holding their make, model, year, size and registration. If we ever add another kind of item, we will update this clause before we do.

2.8 Finances means the part of the Service that produces and holds invoices, adjustment notes, quotes, expenses, the vehicle logbook, recurring invoice drafts and the reports over all of them.

2.9 The Records Download means the free, one click download of your complete financial records inside the Service, at /dashboard/finances/records.

2.10 The Records Export means the complete export of your financial records that we will generate and email to you in the situations set out in clause 14.6, clause 14.9, clause 21.7 and clause 23.2.

2.11 The Billing Portal means the Stripe-hosted portal through which you manage your Subscription, your payment method, your invoices from us, your plan and your cancellation.

2.12 A Plan means one of the subscription plans we offer for the Service. Solo, Team and Premium are the current plans, monthly or yearly.

2.13 Your Subscription means your current Plan and billing frequency, and Billing Period means the month or the year you are paying for at the time.

2.14 Stripe means Stripe Payments Australia Pty Ltd and its related companies.

2.15 The ACL means the Australian Consumer Law, which is Schedule 2 to the Competition and Consumer Act 2010 (Cth).

2.16 Business day means a day that is not a Saturday, a Sunday or a public holiday in New South Wales. Where this agreement or any document that forms part of it refers to a working day, that means a Business day. The two expressions mean the same thing and nothing turns on which one is used.

2.17 A reference to writing includes email. Money is in Australian dollars.

2.18 The Client Terms means the Client Terms of Use we publish at /legal/client-terms, which govern the pages we host for your Clients as between us and them. They are not part of your agreement with us and they do not change the contract for the job itself, which is yours. Clause 9.7 asks you to read them, because they tell your Clients things about your bookings that you should know too.

2.19 The SMS terms means the terms we publish at /legal/sms for text messages, where we provide them. Like the Client Terms, they govern a different relationship, between us and the person receiving the message, and they are not part of your agreement with us.

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3. How this agreement is made#

3.1 You agree to these terms when you create an Account. By creating an Account you agree to these terms, to our Acceptable Use Policy and to our Privacy Policy. Where the signup step asks you to agree, we record that you agreed, when you agreed, and which version of these terms you agreed to. If you did not create the Account yourself but were invited into it, you agree to these terms the first time you use the Service.

3.2 The whole agreement about your Subscription is made up of six things, and this is the order they come in:

1. These Terms of Service, at /legal/terms;
2. our Refunds and Cancellations Policy, at /legal/refunds;
3. our Acceptable Use Policy, at /legal/acceptable-use;
4. our Privacy Policy, at /legal/privacy;
5. our Data Processing Addendum, at /legal/data-processing; and
6. the Plan you chose.

If they conflict, these terms come first, except that:

• the Refunds and Cancellations Policy comes first on anything about refunds, cancellations, or what happens when a payment fails;
• the Data Processing Addendum comes first on our handling of personal information about your Clients;
• the Privacy Policy always governs how we handle personal information; and
• where any of those documents gives you a shorter timeframe, a larger refund or a stronger protection than these terms, that document applies. A precedence rule is here to resolve a genuine conflict, not to cut down a promise we have already published to you.

Two other documents sit inside that list rather than beside it. The Cookie Policy at /legal/cookies is read as part of the Privacy Policy, and where the two differ about personal information the Privacy Policy governs. The subprocessors page at /legal/subprocessors is read as part of the Data Processing Addendum, and it is the register the Addendum and clause 16 of these terms both rely on. Neither is a separate seventh document with a precedence position of its own, and nothing in either of them is cut down by saying so: the notice period, the exit right and the refund for a new provider are written into clause 16.2 of these terms as well.

Two documents we publish are not part of this agreement at all, because they govern a different relationship: the Client Terms at /legal/client-terms, which are between us and your Clients, and the SMS terms at /legal/sms, which are between us and the person receiving a text. Clause 2.18 and clause 2.19 say so.

3.3 The agreement starts when your Account is created and runs until it is ended under clause 21.

3.4 We keep a copy of these terms available in the Service and on our website at all times, so you can read them whenever you want to.

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4. Who can use Glo#

4.1 To hold an Account you must:

• be a business carrying on business in Australia;
• be at least 18 years old, if you are an individual; and
• have authority to enter into this agreement for the business.

4.2 If you are agreeing to these terms for a business, for example as a director, a partner or an authorised manager, you promise that you have that business's authority to do so, and this agreement binds that business.

4.3 Glo is built for Australian businesses and the tax, invoicing and period features assume Australian rules. We do not offer it outside Australia today.

4.4 The details you give us must be accurate, and you must keep them up to date. Your Account email address is where our notices go, so it matters that it works. Your business name, phone number and email address are also what your Clients see on the messages the Service sends for you, and clause 24.4 explains why the law requires those to be accurate and to keep working.

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5. Your Account and your login#

5.1 One Account belongs to one business.

5.2 You are responsible for keeping login details secret. Do not share a login. Anyone who needs access should have their own User account, which is safer for you and costs you nothing extra within your Plan's included user accounts.

5.3 Tell us promptly at hello@welcomeglo.com if you think a login has been compromised. We can end active sessions for a User so a stolen session stops working.

5.4 You are responsible for what your Users do in the Service under your Account, as if you had done it yourself. That includes what they enter, what they send to your Clients, and what they agree to.

This does not apply to the extent the act or omission was caused or contributed to by us, by our breach of this agreement, by our negligence, or by a failure of the Service. It also does not apply to anything done under a login after you have told us under clause 5.3 that it may have been compromised and we have had a reasonable opportunity to end its sessions. We are not going to hold you to something that happened because our software let it happen.

5.5 Removing a User's login is not the same as closing your Account. Closing your Account is dealt with in clause 23.

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6. Roles, invitations and user accounts#

6.1 Every User has one of three roles.

• OWNER. Full access. The Owner is the only role that can choose or change your Plan, open the Billing Portal, change another User's role, and remove a User.
• ADMIN. Day to day running of the business, including inviting people and reaching Finances.
• STAFF. The day to day work. A Staff user cannot reach Finances at all, and cannot invite people or change your business settings, your services or your Plan. We built it that way because a business owner employing two people generally does not want them looking at the profit and loss.

6.2 The exact list of what each role can do is shown in the Service and will grow as we add features. If we ever make a change that materially reduces what a role can do and you are relying on it, clause 25 applies.

6.3 Invitations. An Owner or an Admin invites someone by email. The invitation link is single use and expires after 7 days. The person invited sets their own password. Until they do, the account cannot be used to log in.

6.4 How many user accounts your Plan covers. Solo covers one, Team covers ten, and Premium has no limit. A free trial is treated as covering ten. The number that applies to you is shown when you choose a Plan and in your settings.

6.5 The user account limit is checked only when you invite somebody, and never destructively. If you move to a Plan that covers fewer user accounts than you are already using, everybody keeps working. You simply cannot add anybody new until you are back under the limit or you move up a Plan. We will never switch off one of your people's logins because of a billing change. Cutting somebody off from their own employer's system is not a decision software should make on its own.

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7. Your free trial#

7.1 A new business gets a 14 day free trial of the Service.

7.2 We do not ask for a card to start the trial. This is deliberate, and it is a real protection for you: because we have no card, the trial cannot turn into a charge on its own. If you want to keep using Glo after the trial, you choose a Plan and enter your payment details yourself.

7.3 During the trial you get the full Service, including the whole of Finances and up to ten user accounts, so you can actually evaluate what you would be buying.

7.4 What happens when the trial ends and you have not chosen a Plan. Nothing is charged and nothing is deleted. Your Account moves into the same restricted state described in clause 14.4, and this is the second of the two things that can put it there, the first being non-payment. Clause 14.5 lists both:

• you cannot create or change things in the Service;
• you can still read everything outside Finances;
• Finances closes, and when it first closes to you we automatically email you a complete Records Export;
• the Records Download at /dashboard/finances/records keeps working, free, for as long as we hold your records and your login works; and
• your Clients are not affected. Your booking page and your Clients' tracking pages keep working exactly as before.

7.5 Choosing a Plan restores full access straight away.

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8. Plans, payment, renewal and cancellation#

8.1 Choosing a Plan#

Only the Owner can choose or change a Plan, because only the Owner should be able to commit the business to a recurring bill.

8.2 Prices#

Prices are shown in the Service and on our website in Australian dollars, and they are read live from Stripe at the moment they are shown. We do this so that the number on the page can never differ from the amount Stripe would charge for that Plan. We do not state prices in this document, so that this document can never be out of date about what you pay.

8.3 GST on our fees#

We are not registered for GST, so our fees carry no GST component and our invoices to you carry no GST line. If our turnover reaches the registration threshold and we register, we will tell you before anything changes for you.

This has nothing to do with your own GST status. Whether you are registered for GST is your question to answer, and clause 13.4 deals with it.

8.4 How you pay#

Where you have chosen a Plan, your Subscription is billed through Stripe. Card details are entered on Stripe's own pages. We never see or store your card number.

8.5 Your Subscription renews automatically#

Where you are on a paid Plan, your Subscription renews at the end of each Billing Period, monthly or yearly, depending on the Plan you chose. It renews onto the same Plan at the same billing frequency. We will never move you up a Plan or change your billing frequency at a renewal without you choosing it.

Before a yearly renewal we email you. At least 30 days before your yearly renewal date we email your Account email address telling you the date you will be charged, the amount, and how to cancel. We do that so a renewal never surprises you.

If we charge a yearly renewal and you change your mind, tell us within 14 days and we will refund it in full. Our Refunds and Cancellations Policy sets out how, and how long that takes.

8.6 Cancelling#

You can cancel at any time, for any reason, in the Billing Portal. You reach it from your settings inside the Service.

• There is no notice period. You do not have to cancel a set number of days before your renewal date. If you cancel before the renewal date, the renewal does not happen.
• There is no cancellation fee and no exit fee. There is no penalty for leaving.
• You keep access until the end of the Billing Period you have already paid for. Cancelling does not cut you off mid period.
• We will not put anything in the way. No retention offers you have to click past, no survey, no phone call, no email required. Cancelling is no harder than signing up.

Cancelling stops the next payment. It does not, by itself, refund a period you chose to leave early. That is a change of mind, and the law does not require a refund for a change of mind. It is a different thing from clause 18, which is about what happens when we fail you.

8.7 Changing Plan#

You can move up or down between Plans, and between monthly and yearly, at any time in the Billing Portal. Moving down a Plan is dealt with in clause 14.9.

8.8 Billing mistakes#

If we charge you the wrong amount, charge you after you cancelled, or charge you twice, we refund it in full. No conditions. Tell us at hello@welcomeglo.com. Clause 26.2 sets out how quickly we come back to you, and our Refunds and Cancellations Policy sets out how quickly the money follows.

8.9 If we change the price#

We never change the price of a period you have already paid for.

• If you pay monthly and we change the price, we email you at least 30 days before the new price starts.
• If you pay yearly, a new price can only start at your next renewal, and we email you at least 30 days before that renewal date.

Either way you can cancel before the change takes effect, with no fee and no notice period. You do not have to accept a price you did not agree to. This clause is here to protect you: a price change you cannot escape would not be fair, so we have built the escape into the clause.

The new amount is always in the email. It is never in this document, because prices are read live from Stripe.

8.10 If a payment does not go through#

Clause 14 sets out exactly what happens, including the protections we commit to. Our Refunds and Cancellations Policy comes first on what happens when a payment fails, as clause 3.2 says, so where that policy gives you something these terms do not, that policy applies.

8.11 Where you buy your Subscription#

You buy your Subscription from us. Today that happens through the Service on the web. If we ever offer subscriptions through a Distribution Channel, that channel's own billing and refund process will apply to what you buy there, and we will tell you before that changes anything for you. Clause 28 deals with Distribution Channels.

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9. The two money flows, and why they must never be confused#

This is the most important clause in the agreement for both of us, so read it even if you skip the rest.

9.1 We supply software. You supply the work.#

Glo is the software you use to run your business. The work itself is yours. You decide what you charge, which services you offer, what your terms and your cancellation policy say, and how the job gets done. You do the work.

We do not supply the services you supply to your Clients, we do not perform them, we do not supervise, inspect, schedule, price or insure them, and we do not vet, approve, rate, rank, endorse or recommend any business that uses Glo, including yours.

9.2 Money flow one: your Client pays you#

Where we have enabled payments on your account and you have connected your own Stripe account, a charge a Client makes through Glo is created on your own Stripe connected account, using what Stripe calls a direct charge. Taking payment through Glo is something you set up under clause 10, not something that happens the moment you sign up.

• The money lands in your Stripe balance. It never touches ours.
• We take no cut. There is no application fee, no commission and no per transaction charge to us on anything your Client pays you.
• You are the merchant of record, not us. Stripe's processing fee comes out of your balance, and Stripe carries the chargeback risk with you, not with us.

9.3 Money flow two: you pay us#

Your Subscription is a completely separate arrangement between you and us on our own Stripe account. It has nothing to do with what your Clients pay you.

These two flows are never combined, never netted off against each other, and never reported as one thing.

9.4 Your contract with your Client is yours, on your terms#

The contract for the job is between you and your Client. It is on your terms.

• Where the Service gives you a place to write your own terms and conditions and your own cancellation policy, those are free text fields you write yourself. They are your words, not ours. We do not draft them, we do not supply them and we do not review them.
• Your deposit percentage and your cancellation window are your settings. The Service ships with a default cancellation window of 48 hours and a default deposit of nothing, and you change both to whatever suits your business.
• Prices and deposits are recorded on the booking at the time it is made, so changing a setting later never re-prices a job somebody already agreed to.

Your own terms are your responsibility. They are a contract between a business and a consumer, and Australian law, including the unfair contract terms rules and the consumer guarantees, applies to them. We are not able to advise you on them and nothing in the Service is legal advice about them. If you are not sure, get advice.

9.5 We do not decide who is right#

We do not adjudicate disputes between you and your Client. If a Client complains to us about a job, a price, a deposit or a cancellation, we will tell them it is a matter for you, we will pass the complaint on to you, and we will tell them that their consumer guarantee rights for the work itself are against you, because you are the one supplying it. We will also tell them that if they cannot sort it out with you, they can take it to their state or territory fair trading or consumer affairs office, or to the Australian Competition and Consumer Commission. We will not decide the dispute, hold money, or issue a refund on your behalf.

If something goes wrong with our software rather than with the job, that part is ours and they should tell us.

You handle your Clients' questions, their complaints and their refunds. We cannot do it for you.

9.6 What we ARE responsible for, said plainly#

We are not trying to say we are responsible for nothing. That would not be true, and an over broad disclaimer helps neither of us.

We are responsible for our own software working properly: the booking being recorded correctly, the amount charged being the amount shown, the reschedule doing what it says, the tracking link resolving, the invoice carrying what the law requires it to carry. That is our supply and the consumer guarantees in clause 18 apply to it.

What we are not responsible for is the work itself, and clause 9.1 says why.

9.7 What you must not do with this position#

Because we do not perform the work and take no part of your Clients' money, you must not tell your Clients otherwise. Do not present Glo as the seller, as a party to the job, as a guarantor of the work, or as a source of refunds. Your Clients should always be able to see that they are dealing with your business.

We publish the Client Terms and a privacy notice on the pages we host for your Clients, so they can see who is who. Read them, because clause 4 of the Client Terms explains something about your own bookings that you should know: the tracking, invoice and quote links are the whole credential, and anyone holding one can see the booking and can reschedule it, cancel it or message you as if they were your Client. Treat those links as keys, and tell your Clients to do the same.

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10. Stripe#

10.1 To take payments through Glo you need your own Stripe account. You create it and you own it.

10.2 Your Stripe account is governed by Stripe's own terms, between you and Stripe. We are not a party to that agreement and we cannot vary it, waive it or enforce it. Stripe decides whether to accept you, what information it requires, what it charges you, when it pays you out and whether it holds or reverses funds.

10.3 What we can see about your Stripe account is limited to what we need in order to run the Service, principally whether you can accept charges and receive payouts, and the transactions made through Glo. We cannot change your Stripe settings.

10.4 Stripe's processing fees come out of your balance, because the charges are direct charges on your account. The Service can import those fees so they appear as what they are, a business expense of yours.

10.5 A Stripe receipt is not an Australian tax invoice. It is proof a card was charged. It does not say "Tax invoice", it does not carry your ABN and it does not break out GST in the form the GST law requires. If your Client needs a tax invoice, issue one through Finances.

10.6 If Stripe suspends or closes your account, or restricts what you can do with it, we cannot overturn that. We will keep the rest of the Service working for you and help you understand what has happened, but the decision is Stripe's.

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11. Using Glo properly#

11.1 You must use the Service in line with our Acceptable Use Policy, which is part of this agreement and is published at /legal/acceptable-use. It sets out what you must not do, and it is written in the same plain language as this document.

11.2 In summary, and without cutting down that policy: use Glo for your own business, do not break the law with it, do not use it to send messages people have not agreed to receive, do not try to reach another business's data, do not attack or overload the Service, and do not resell or white label it without our agreement.

11.3 If we think you have breached the Acceptable Use Policy, we tell you first. We email you, explain in writing what we think the problem is, and give you at least 14 days to fix it or to tell us we have got it wrong, before we do anything about it.

11.4 Restricting your Account for a reason other than non-payment. We will only restrict or suspend your Account for a reason other than non-payment where:

• you have not fixed a serious breach within the period in clause 11.3; or
• one of the following applies and there is no time to tell you first:
  • there is a genuine and immediate security threat to the Service, to Your Data or to another customer's data;
  • the Service is being used to break the law;
  • there is a real and immediate risk of harm to a person;
  • a court, a regulator or the law requires us to act; or
  • a provider the Service depends on has required us to act and there is no lawful way to keep the Service running otherwise.

That list is closed. There is no "and anything similar" at the end of it, and it is the same list as clause 12.3 of our Acceptable Use Policy, deliberately, so that the policy can never assert a power these terms do not give us.

Where we act immediately, we will email you as soon as we can and in any case within two business days, telling you what we did, why, which of those situations we say applies and what has to happen for it to be lifted. We will restrict no more than the risk or the requirement actually needs, and we will lift it as soon as it is resolved. Where we acted because a provider required it, we will tell you what was required and by whom, and we will refund the part of your subscription covering the time you were restricted.

A restriction under this clause does not last indefinitely. If it has run for 60 days and the problem is still not resolved, we will either lift it or end this agreement under clause 21, with the notice, the export and the refund those clauses require. Nobody sits in limbo.

We never charge a fee to lift a restriction, and we never delete anything because of one. The Records Download in clause 14.7 keeps working through a restriction under this clause exactly as it does through a lock, and we will send you a complete Records Export as well. The reason is the same either way: whatever is going on between us, your records must stay reachable by you.

11.5 You can have it looked at again. If we restrict, suspend or end anything, you can ask us to review it. Reply to the email we sent you, or write to hello@welcomeglo.com, and tell us why you think we have it wrong.

We will look at it again with what you have said in front of us and give you a written answer within 10 business days. If we got it wrong, we undo it, we restore access immediately, and we refund the part of your subscription covering the time you were restricted. Our Acceptable Use Policy sets out the same right in more detail and where it goes further, it applies.

None of this takes away any other right you have, and clause 26.4 applies: you never have to use this process before going to a court or a regulator.

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12. Your data is yours#

12.1 You own it#

Your Data belongs to you. Nothing in this agreement transfers ownership of it to us, and we do not claim any ownership of it.

12.2 The permission we need to run the Service#

To operate the Service for you we need your permission to handle Your Data. You give us a non-exclusive licence to host, store, copy, transmit, display, reformat and otherwise process Your Data, and to disclose it to the third parties listed in clause 16 where that is necessary to run the Service.

That licence is limited to what running the Service for you requires, plus what the law requires of us, plus keeping records under clause 22. It lasts only as long as we hold Your Data. We do not sell Your Data, we do not rent it, and we do not use it to advertise to anybody.

12.3 Personal information about your Clients#

A large part of Your Data is personal information about people who are not our customers: your Clients' names, mobile numbers, email addresses, street addresses, the details of the things you work on for them, booking history and messages. Clause 2.7 says what the Service records about those things today, which is vehicle make, model, year, size and registration.

• You are responsible for having the right to give it to us, and for what you put in free text fields such as your notes about a Client.
• We handle it under our Privacy Policy and our Data Processing Addendum, which set out what we collect, who we disclose it to, where it is processed, how long we keep it and how somebody can ask for access or correction.
• Who tells the Client depends on who typed their details in. Where a Client enters their own details on your booking page, showing them a collection notice at the point they enter them is ours to do, and we do it. The booking page carries a notice under the details form naming both you and us, saying what is collected and why, and linking to our Privacy Policy, with a longer notice a reader can open underneath it. The address field carries its own line at the point the address is asked for.
• Where you enter a Client's details yourself, for example after a phone call, that is a collection you made and telling them is yours. The wording to use is published at /legal/collection-notice and it is one sentence: tell them their details are held in the booking system you use, that Glo operates it for you, and where to read the privacy policy. Clause 6.2 of our Acceptable Use Policy sets out the same obligation in more detail.

12.4 Getting your data out#

You can get Your Data out of the Service at any time, at no extra cost:

• CSV exports of your financial records and your Finances reports;
• PDFs of the documents you have issued; and
• the Records Download at /dashboard/finances/records, which is a single click and gives you your complete financial records: invoices, invoice lines, payments, expenses, adjustment notes, the vehicle logbook and a combined transaction list.

Those exports are your financial records. For anything else, including your clients, the vehicles recorded against them, your bookings and your message threads, ask us at hello@welcomeglo.com and we will produce it for you, at no charge, on the commitment in clause 9.4 of our Data Processing Addendum.

We will also send you a Records Export without you having to ask, in the situations in clause 14.6, clause 14.9, clause 21.7 and clause 23.2.

12.5 Keeping your own copy#

Please keep your own copy of your records. Any business should hold a copy of its own books, and we have built the exports above so that you always can.

The Records Download is free, permanent and one click, and it exists precisely so that the copy that matters most is the one you hold.

12.6 Confidentiality#

We treat Your Data as confidential. We do not disclose it to anyone except: to the service providers in clause 16, so far as they need it to run the Service; to you and your Users; where you tell us to; and where the law requires it. If the law requires it, we will tell you unless we are not allowed to.

12.7 Security, and telling you when something goes wrong#

We take reasonable steps to protect Your Data. We maintain security measures appropriate to the information we hold, including controls over who can reach it, encrypted connections, and separation between the records of different businesses. The database and the systems that run Glo are hosted in Australia.

We keep a record of administrative actions taken in the Service, and you can ask us at hello@welcomeglo.com for the entries that relate to your Account.

No system can be guaranteed completely secure. If you believe your Account or your information has been affected, email hello@welcomeglo.com and we will treat it as a priority.

If personal information we hold for you is lost, or accessed or disclosed without authorisation, we will tell you without undue delay and in any case no later than 24 hours after we first have reasonable grounds to suspect it, and within a further 24 hours of concluding that it is likely to be an eligible data breach under the Notifiable Data Breaches scheme. Suspicion is earlier than certainty, and it is deliberately the earlier clock: you may have your own obligations to your own Clients and you cannot start on them until you know.

We tell you what we know when we tell you, and we say plainly what we do not know yet, rather than waiting until the picture is complete. Clause 7.2 of our Data Processing Addendum sets out the detail and carries the same two clocks.

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13. Finances, tax, and the line we do not cross#

13.1 What Finances does#

Finances produces tax invoices and invoices, adjustment notes, quotes, expense records with receipt images, a vehicle logbook, recurring invoice drafts, and reports over Australian financial years and BAS quarters. It can import your Stripe fees. It exports to CSV and generates PDFs.

13.2 Who can reach it#

Finances is available to Owner and Admin users only, and on the Team and Premium Plans. A free trial gets the whole module. On Solo, you can see the module and are invited to move up a Plan.

13.3 **Glo is a tool. It is not a tax agent, a BAS agent, a bookkeeper or a#

financial adviser.**

This is a bright line and we hold it deliberately. Concretely:

1. We never lodge anything with the ATO. Not a business activity statement, not a return, not anything.
2. We never advise you on a specific transaction. Nothing in the Service tells you that something is deductible, or that you may claim it. Expense categories organise your records, they do not advise you.
3. We never label a report as a BAS. The GST report is a GST summary, and it carries a visible statement, on screen and in the export, that the figures are what your business recorded and should be checked before you lodge.
4. The vehicle logbook records kilometres. It does not apply a cents per kilometre rate, it does not calculate a claim and it does not tell you what you may deduct. The business use percentage it shows is a fact about the trips you recorded and is presented as exactly that.

13.4 You decide your own tax position#

You enter your own GST registration status and your own ABN, and both are your responsibility. We do not determine either and we cannot check whether your answer is right. The Service will not let you issue your first document until somebody has answered the GST question, because there is no safe default: saying yes when the answer is no puts a GST line on an invoice you have no right to collect, and saying no when the answer is yes issues an incomplete document.

Where you say you are registered, we check that the ABN you enter passes the ATO's checksum, because an ABN wrong by one digit still looks like an ABN and would otherwise be printed on every invoice you ever issue. A checksum is an arithmetic test, not confirmation that the ABN is yours.

13.5 No tax, accounting, financial or legal advice#

Nothing in the Service, in our support replies, in our help material or in this document is tax, accounting, financial or legal advice, and you must not treat it as advice you can rely on. Our support team can tell you how the software works. They cannot tell you how the tax law applies to your business, and they will not try.

For advice you can rely on, speak to a registered tax agent or BAS agent, or to your accountant. You can check whether someone is registered on the Tax Practitioners Board register.

13.6 Your records are your obligation#

The ATO requires you, not us, to keep your business records for at least five years, in English, and to be able to get at them. Some records have to be kept longer than that, and clause 22.3A explains which. That obligation is yours and we cannot discharge it for you. What we can do, and what we commit to in clause 14.6 and clause 14.7, is make sure a problem with your subscription never stops you meeting it.

13.7 Documents you have issued cannot be changed#

Once you issue an invoice or an adjustment note it is immutable: it is never edited and never deleted. That is a record keeping rule, not a limitation of the software. If something is wrong, you issue an adjustment note or void the document, and in both cases the original stays visible. We built it that way to protect you: a document your Client has already used to claim a GST credit must not be able to change underneath them.

13.8 What the reports are#

Reports are produced from what you recorded, on the accounting basis you chose, and every report says which basis it used. They are a view of your own data. They are not a statement by us that your figures are correct, complete or compliant, and they should be checked before you rely on them.

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14. If your payment does not go through, or your trial ends#

This clause is where we make the most specific promises to you in this agreement, so it is worth reading closely.

14.1 The three states#

Your Account is in one of three states at any time:

• Fine. Everything works.
• A warning. Something needs your attention, most often a card that failed or has expired. You keep working normally and we show you a warning so you can fix it.
• Locked. The payment question has been settled and the answer was no.

A trial that ends without a Plan being chosen also puts your Account in the locked state, and clause 7.4 describes it. Everything in this clause applies to that case too, except that there is nothing owed and nothing to pay: choosing a Plan is what lifts it.

14.2 We do not lock anything while your payment is still being retried#

When a card payment fails, Stripe automatically tries again over the following days. Throughout that whole retry period your Account stays in the warning state and nothing is restricted, including Finances. Locking somebody out on day one of a retry is how an expired card turns into a cancelled account, and we will not do it.

14.3 We email you before we lock anything#

Before any lock, we email your Account email address telling you what is owed, by when, and how to fix it. Where the lock is a trial ending, the email tells you the date your trial ends and what happens then.

14.4 What a lock actually does#

If the payment is still not made after the retry period, your Account is locked. While it is locked:

• you cannot create or change things in the Service; and
• for Finances only, you also cannot browse your records inside the Service. Everywhere else in the Service, reading keeps working.

14.5 What a lock never does#

• Your Clients are never affected. Your booking page at /book and your Clients' tracking pages at /track keep working exactly as normal, along with the invoice and quote pages you have already sent them. Your billing problem is not your Client's problem, and they will not know anything has happened.
• We never delete anything because of a lock.
• We never charge a fee to unlock. Pay what is owed and everything comes straight back.
• A lock is never triggered by our opinion of you. There are only two triggers, both objective: an amount has not been paid by the date it was due, or your free trial has ended and you have not chosen a Plan (clause 7.4). Nothing else locks an Account for payment reasons. If we ever restrict your Account for some other reason, that is clause 11.4, it comes with notice and reasons, and clause 11.5 gives you a review.

14.6 We email you a complete export at the moment of locking#

At the moment your Account is locked, and before Finances access closes, we generate a complete Records Export of your financial records and email it to the email address of the Account's owner, which is the person holding the OWNER role. You do not have to ask for it and you do not have to be logged in. Clause 4.4 is why that address has to be one you actually read. That includes a cancellation that has run its course, because what triggers the export is the lock at the end of the period you paid for, not the act of cancelling.

Where the lock comes from a trial simply running out, the export is generated the first time Finances refuses you, which is the same moment access closes.

If you later come back into good standing and then lapse again, that later lapse gets its own fresh export.

We will send you a complete Records Export in every other situation that calls for one, and we will send it before your access changes: a Plan downgrade under clause 14.9, a restriction under clause 11.4, the end of this agreement under clause 21.7, and closing your Account under clause 23.2.

14.7 The Records Download survives the lock, free, permanently#

There is a permanent, free, one click download of all your financial records at /dashboard/finances/records, and it keeps working while your Account is locked. It is deliberately not tied to your subscription and it never will be.

We built it that way on purpose, and this is a commitment we make to you, not a feature we might remove. The ATO requires you to keep your business records for five years and to be able to get at them. That is your obligation, not ours, and a problem with your subscription must never stop you meeting it. So you can always get your records out of Glo, whether you are paid up or not.

The Records Download is available to Owner and Admin users, matching the rest of Finances, so that a staff member cannot walk out with the books. It needs a working login, so clause 21.7 says what happens if your Account has ended entirely.

14.8 How long a lock can last#

We will not terminate your Account for non-payment for at least 90 days after it is locked, and we will give you at least 30 days written notice before we do. Nothing in this clause stops you paying what is owed at any point during that period and picking up exactly where you left off. If we do terminate, clause 21.7 and clause 22 apply, and the Records Download stays available to you.

14.9 Moving down a Plan is not the same as a lapse#

If you move from Team or Premium to Solo, or your trial ends and you choose Solo:

• you keep read access to everything you have already issued. Every invoice, adjustment note, quote, expense and logbook entry stays there and stays readable;
• you simply cannot issue anything new until you move back up a Plan;
• we will send you a complete Records Export when your Plan changes; and
• the Records Download keeps working.

The same is true of your user accounts: clause 6.5 means nobody is switched off.

14.10 Suspension for reasons other than payment#

If we ever need to restrict your Account for a reason other than non-payment, clause 11.4 applies, and it requires us to tell you first and give you a chance to fix the problem, except where there is a genuine and immediate security, legal or harm risk. Clause 11.5 gives you a review either way.

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15. Availability, maintenance and changes to the Service#

15.1 What we actually promise about availability#

We aim to keep the Service available continuously, and we take reasonable care to do so. We do not offer a service level agreement and we do not promise an uptime percentage.

The consumer guarantees in clause 18 still apply to the Service, including the guarantee that it is supplied with due care and skill. This clause does not cut those down and is not trying to.

15.2 Planned maintenance#

We will give you reasonable notice of planned maintenance that we expect to interrupt the Service, and we will schedule it outside normal working hours in Australia where we reasonably can. Urgent work to fix a fault or close a security problem may have to happen without notice, and we will tell you as soon as we can.

15.3 Things outside our control#

Parts of the Service depend on the third parties in clause 16 and on the internet generally. Clause 16 says how responsibility works there.

15.4 Improvements#

We improve Glo constantly. Most changes add things, fix things or make things work better, and we make those whenever they are ready without telling you in advance.

15.5 Changes that take something away#

Sometimes a change removes or materially reduces something you are actually using. When that happens:

• we email you at least 30 days before the change takes effect and tell you what is changing;
• you can cancel before it takes effect, with no fee and no notice period; and
• if you cancel because of that change, we refund the unused part of anything you have already paid for.

That refund is the point of this clause: you should not be left paying for something you no longer have.

"Materially reduces something you are actually using" means what it says, judged on the facts, not on our opinion of it. If you think a change has that effect and we have not given you this notice, tell us and clause 26 applies.

15.6 Devices, connections and versions#

The Service needs an internet connection. Your device, your connection and any data charges are yours. Where you use a Glo App, keep it reasonably up to date. We may stop supporting old versions of a Glo App or of a web browser after reasonable notice, particularly when a phone or computer operating system changes.

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16. Third party services#

16.1 We use a small number of third parties to run the Service, and the last two rows are providers for our own advertising rather than to run the Service. Today they are:

A word on the Google Places row. Address autocomplete is switched on. When a person types an address into an address field on a booking form, what they type is sent to Google so it can return suggestions, together with a short session token that ties those keystrokes to a single lookup. That is all that is sent, and address autocomplete is all we use Google Places for. There are no maps, no geocoding, no route planning and no location tracking anywhere in the Service. Google processes that text overseas, and it is on the subprocessors register with the providers listed above.

A word on the last two rows. We pay to advertise Glo to businesses that might want it, and Meta and Google are our advertising providers for our own public marketing pages, which are the pages where we do that selling. Those pages may carry an advertising tag from either provider, and this clause covers them from 7 September 2026. Where we use them, what each provider receives is that a browser opened one of our own marketing pages, with the ordinary technical details of that request. They receive nothing from inside Glo and nothing about your Clients, who are never sent to a page where either tag may run: your booking page, your Clients' tracking pages, a public invoice, a public quote, an unsubscribe page and these legal pages carry no third party script and no third party frame at all, and that does not change. The exit right in clause 16.2 is yours for this change, so you can cancel with no fee and no notice period, and we refund the unused part of anything you have already paid for.

A word on the Twilio row. Twilio has been our text message provider since 10 September 2026, for the three text messages in clause 24.4, and this list should have named it from that day. The exit right in clause 16.2 is yours for this change, and it runs from the day we email you about this version.

The current list, with what each provider handles and where it processes it, is published at /legal/subprocessors. That page is the register, and it is updated before a new provider starts, not afterwards.

16.2 Where we later add another service, for example push notifications through a Glo App or a connection to an accounting package, the same rules in this clause apply to it.

• We email you at least 30 days before a new provider starts handling personal information, telling you who it is, what it will do, what it will handle and where it will process.
• If a provider fails, withdraws, or has to be replaced urgently to keep the Service secure or running, we may act sooner, and we will tell you what happened and what moved within 7 days. Convenience is not an emergency and a better price is not an emergency.
• In either case you can cancel before the change takes effect, or within 30 days of us telling you where we had to act urgently, with no fee and no notice period, and we refund the unused part of anything you have already paid for.
• Removing a provider does not need 30 days notice, because removing one cannot expose you to one. Replacing a provider with a different one is a new provider and gets the full notice.

Our Data Processing Addendum sets out the detail, and the subprocessors page is the operative process.

16.3 Where you connect your own account with a third party, for example an accounting package, that account and that provider's terms are between you and them. You control what is shared and you can disconnect it. We are not a party to your agreement with them.

16.4 What we are responsible for here, and what we are not. We are responsible for choosing these providers with reasonable care, for how we have built the Service to use them, and for what we do with your data when we send it to them. We are not responsible for the acts, omissions, pricing, availability or business decisions of a third party provider, because we do not control them.

16.5 This clause is not a general excuse. It does not reduce the consumer guarantees we owe you under clause 18, it does not excuse our own failure to take reasonable care, and we will not use a provider's outage as a reason to avoid a responsibility that is properly ours. If a provider fails in a way that affects you, we will tell you what happened and what we are doing about it.

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17. Intellectual property, feedback and the "Made with Glo" mark#

17.1 We own the Service. All intellectual property rights in the Glo software, our designs, our documentation, our brand and our name stay with us. Nothing in this agreement transfers them to you.

17.2 We give you a licence to use it. For as long as this agreement runs, you and your Users may use the Service for your own business, in line with these terms. The licence is non-exclusive, non-transferable and cannot be sublicensed.

17.3 What you must not do with the software: copy it, sell it, rent it, resell it, white label it, or make a competing product out of it; take it apart to find out how it is built, except where the law says you may; remove or hide our notices or marks; or use it in a way that damages it or gets around a limit we have set.

17.4 Your brand. So we can run your booking page, your Clients' tracking pages and the documents you send them, you give us permission to display your business name, your logo and your brand colour on those pages and documents. That permission is only for running the Service for you and it ends when this agreement ends.

17.5 Feedback. If you send us an idea, a suggestion or a bug report, we may use it to improve Glo without owing you anything for it, and without it being confidential. You keep everything you already owned. We are not claiming ownership of your ideas generally, only the freedom to act on a suggestion you chose to send us about our own product.

17.6 The "Made with Glo" mark. Documents you issue through Finances carry a small "Made with Glo" mark in the footer. It is deliberately small, deliberately not a link, and deliberately worded so that it cannot be read as making us a party to the transaction between you and your Client. Our name appears nowhere else on your documents. The invoice is from your business to your Client, with your ABN on it, not ours. You agree to leave that mark in place. Where we ever offer a Plan that does not include it, that will be shown on the Plan when you choose it.

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18. Your rights under the Australian Consumer Law#

Read this clause before you read clause 19. It comes first on purpose, and it wins over clause 19 wherever they touch.

18.1 Nothing in this agreement excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified. We are not trying to. If anything in this agreement conflicts with those rights, your rights under the law win, and that part of this agreement does not apply to that extent.

18.2 You are a consumer under the ACL even though you are a business. A person who acquires services where the amount paid or payable does not exceed $100,000 is a consumer, whatever they use the services for, and our fees are far below that. So the consumer guarantees apply to what we supply you, in full.

18.3 Among other things, that means the Service must be:

• supplied with due care and skill;
• reasonably fit for any purpose you told us about, and for which we said it was suitable; and
• supplied within a reasonable time, where no time is set.

18.4 What you can do if we fail one of those guarantees.

• If the failure is not a major one, you can require us to fix it within a reasonable time. If we refuse, or take too long, you can have it fixed elsewhere and recover the reasonable cost from us, or cancel and recover a refund of what you have not used.
• If the failure is a major one, you choose: cancel and get a refund of the unused part of what you have paid, or keep going and recover compensation for the drop in value.
• In either case you can also recover any other reasonably foreseeable loss you suffer because of the failure, subject to clause 19.

18.5 How to make a claim. Email us at hello@welcomeglo.com and tell us what has gone wrong. We reply within 5 business days to say we have it, and give you a decision within 10 business days, as clause 26.2 sets out. Clause 26 sets out what happens if we cannot agree, and clause 26.4 tells you who else you can go to. Nothing requires you to come to us first before going to a court or a regulator.

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19. Limits on our responsibility#

Clause 18 comes first. This clause operates only so far as the law allows it to, and never against a right clause 18 protects.

19.1 Why there is a limit at all. Glo is run by a small operation and the subscription is small. A limit that is proportionate to that is what makes the price what it is. We have tried to draw it narrowly rather than as widely as we could.

19.2 Business software. Glo is business software. It is not the kind of service ordinarily acquired for personal, domestic or household use. Where, and only where, the law allows us to limit our liability for failing to meet a consumer guarantee, we limit it as follows:

• for services, to one of the following, which we choose: supplying the services to you again, or paying you the cost of having the services supplied again;
• for anything treated as goods, to one of the following, which we choose: replacing them or supplying equivalent goods, repairing them, paying the cost of replacing them or acquiring equivalent goods, or paying the cost of having them repaired.

19.3 This limit does not apply, at all, to:

• anything we have said or done that was misleading or deceptive;
• any false or misleading representation we have made;
• death or personal injury;
• fraud or any deliberate wrongdoing on our part;
• a failure by us to meet our privacy and security obligations to you under clause 12.7; or
• anything else the law does not allow us to limit.

We do not limit those, because those are exactly the things you should be able to hold us to.

19.4 This limit also does not apply where it would not be fair or reasonable for us to rely on it. That is the law's own test, not ours, and we are stating it here so you know it exists and can use it.

19.5 For liability that is not consumer guarantee liability, our total liability to you for everything connected with this agreement, added together, is limited to the total subscription fees you actually paid us in the 12 months before the event that gave rise to the claim, that is, one year of what you pay us.

Where you have not yet paid us anything, for example during your free trial, this limit is instead the amount you would have paid for twelve months of the Plan you were using or trialling at the time. If there is any doubt about which Plan that is, it is the one that includes the features you were actually using. We have written that floor in deliberately: a cap that comes out at nothing is not a limit, it is an exclusion, and a trial user can already have real invoices and real client records in Glo.

The carve outs in clause 19.3 apply here too, in full.

19.6 Neither of us is liable to the other for indirect or consequential loss, including lost profits, lost revenue, lost business opportunities and lost goodwill, except so far as the law does not allow that exclusion. Note that this runs both ways.

This does not touch clause 18.4: where we fail a consumer guarantee and do not fix it within a reasonable time, you can have the services supplied again elsewhere and recover the reasonable cost from us, and nothing in this clause limits that. That is a remedy the law gives you and clause 19.2 offers it, so it is not something we would try to exclude here.

19.7 Data. We do not exclude our responsibility for loss of Your Data.

Where the loss is a failure to meet our privacy and security obligations to you under clause 12.7, clause 19.3 applies and there is no limit. That is deliberate. Losing your records, or letting somebody reach them who should not, is the failure you have most reason to fear from us, and it is not one we should be able to cap.

Otherwise we limit it, on the same basis as clause 19.2 and clause 19.5, and pair it with something practical: clause 12.4 gives you a free export of your financial records at any time, and clause 14.6 commits us to sending you a complete export of them before your access changes. Please use them, and please read clause 12.4 on what those exports cover and clause 12.5 on keeping your own copy.

19.8 Your liability to us is limited on the same basis as clause 19.5, including the floor in that clause, except for amounts you owe us for your Subscription, and except for the indemnity in clause 20, which has its own cap.

19.9 Nothing in this clause limits anything either of us is liable for by law and cannot limit.

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20. When you cover us#

20.1 Glo is the software you use to run your business. The work is yours, your Clients are yours, and the money they pay goes into your own Stripe account.

20.2 So if someone makes a claim against us because of:

• the work you did, or did not do, for a Client;
• your own terms, prices, deposits or cancellation policy;
• something you or your Users wrote, uploaded or sent through the Service, subject to the carve back in clause 5.4;
• your own tax position, ABN, GST status or record keeping; or
• you or your Users using the Service to break the law or in breach of the Acceptable Use Policy,

then you cover our reasonable costs and any amount we are ordered or reasonably agree to pay because of it.

20.3 This does not apply where we caused or contributed to the problem. To the extent the loss was caused or contributed to by something we did or failed to do, by our breach of this agreement or by our negligence, you do not cover us for that part. Clause 5.4 says the same thing about your Users, and it applies here too.

20.4 This indemnity is capped at the same amount as clause 19.5, including the floor in that clause, except where the claim arises from your fraud or your deliberate wrongdoing.

20.5 We owe you things here too. If a claim covered by this clause comes in, we will:

• tell you about it promptly;
• give you the information you reasonably need about it;
• let you take part in dealing with it;
• not settle it without asking you first, and not unreasonably refuse a reasonable settlement you propose; and
• take reasonable steps to keep the cost down.

20.6 And we cover you if a third party claims that the Glo software itself infringes their intellectual property rights, on the same terms in reverse: we pay your reasonable costs and any amount you are ordered or reasonably agree to pay, you tell us promptly, you let us take part, and you do not settle without asking us first.

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21. How long this lasts, and how it ends#

21.1 This agreement starts when your Account is created and continues until it is ended under this clause.

21.2 You can end it at any time#

You can cancel at any time, for any reason, in the Billing Portal. No fee, no notice period, no penalty, and you keep access until the end of the Billing Period you have already paid for. Clause 8.6 has the detail.

21.3 We can end it on notice#

We can end your Subscription by giving you at least 60 days written notice. If we do, we refund the unused part of anything you have already paid for, and clause 21.7 applies.

21.4 We can end it immediately only in these situations, and no others#

• you have not paid, and the process in clause 14 has run, including the periods in clause 14.8;
• you have breached this agreement or the Acceptable Use Policy in a serious way, and you have not fixed it within 14 days after we emailed you explaining in writing what the problem is;
• you are using the Service to break the law, and we have emailed you saying what we think the problem is and given you a fair chance to answer, unless waiting would expose someone to a real risk of harm, in which case we will restrict rather than terminate under clause 11.4 and give you that chance immediately afterwards;
• there is a genuine and immediate security threat that we cannot deal with any other way;
• there is a genuine and immediate risk of serious harm to one of your Clients that we cannot deal with any other way; or
• the law, a court or a regulator requires us to.

That list is closed. There is no "including but not limited to" and no general right to end this agreement for any breach. Clause 11.5 gives you a review of any of these decisions.

If we do end your subscription immediately under this clause, we still refund the unused part of anything you have already paid for, less any amount you actually owe us. Ending your subscription is not a way for us to keep your money. Clause A10.2 of our Refunds and Cancellations Policy says the same thing, and clause 3.2 means that policy comes first on it.

21.5 There is no early termination fee#

There is no penalty for leaving, whenever and however you leave.

21.6 If we ever stop running Glo#

If we decide to stop running the Service, we will give you at least 90 days written notice, refund the unused part of anything you have paid, and make sure you have a complete Records Export before access ends. Ninety days is deliberately long enough for you to get your records somewhere else and tell your Clients.

21.7 What happens when it ends, whatever the reason#

• Before your access closes we will generate a complete Records Export and email it to the Account owner. That applies however this agreement ends, including where we end it under clause 21.3 or clause 21.4, where you ask us to close your Account under clause 23, and where we stop running Glo under clause 21.6. Clause 14.6 sets it out.
• The Records Download at /dashboard/finances/records stays available to you for as long as your login works, in line with clause 14.7 and clause 22. If your Account has ended entirely and nobody can log in any more, email hello@welcomeglo.com from your Account email address and we will send you your records.
• We do not delete your records. Clause 22 sets out what we keep and for how long, and why.
• Your Clients' booking and tracking pages stop working once your Account has ended, because there is no longer a business for them to point at. Where we reasonably can, we will let you tell your Clients first.

21.8 What survives#

Clause 2 (definitions), clause 9 (the two money flows), clause 11.5 (your right to have a decision looked at again), clause 12.1, 12.5, 12.6 and 12.7 (ownership, copies, confidentiality, and security and breach notification), clause 13.5 (no advice), clause 14.7 (the Records Download), clause 17 (intellectual property), clause 18 (your ACL rights), clause 19 (limits), clause 20 (indemnity), clause 21.7 (what happens when it ends), clause 22 (retention), clause 23 (closing your Account and deleting your data), clause 26 (disputes), clause 27 (governing law), the Data Processing Addendum, the Refunds and Cancellations Policy so far as it concerns a refund already owing, and any amount already owing, all survive the end of this agreement.

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22. Your records after you leave#

22.1 We do not delete your records the moment your subscription ends. You may still need them: the ATO requires you to keep your business records for five years, and that obligation does not stop just because you stopped using Glo.

22.2 Here is what we commit to.

Two different clocks are running in that table, and it matters which is which. The two access windows run from the day your access closes, because access is a property of your Account. The destruction date runs per record, because that is how the record keeping rules measure it: five years from when the record was prepared or the transaction was completed, whichever is later. Section 12 of our Privacy Policy sets out the same two clocks for personal information, and the two documents are written to give the same invoice the same destruction date.

22.3 Why seven years. The ATO requires five. Most Australian states, including New South Wales, allow six years to bring a contract claim, and that is the longest period that could apply to us or to you. Seven years is six plus a deliberate one year margin. It is our choice, not a legal minimum. We do not rely on company record keeping rules, because we are not a company, and we do not rely on anti money laundering rules, because they do not apply to us: your Clients' money never passes through our hands.

22.3A One thing seven years does not cover#

Some records have to outlive seven years. Records about a depreciating asset or a capital gains tax asset, such as the purchase of a work vehicle and the logbook entries for it, have to be kept for as long as you hold the asset and for five years after you dispose of it. A van bought in year one and sold in year eight generates records you need until year thirteen.

We do not want a seven year schedule to be the thing that destroys them. So tell us which records relate to an asset you still hold and we will place a hold on them, and in the meantime please keep your own copy using the Records Download. This is the one part of the schedule where your own copy matters most, because only you know when you disposed of the van.

22.4 If you ask us to delete your data, we will delete what we are allowed to delete, and we will tell you plainly what we have to keep, for how long and why. Sometimes tax and record keeping law requires us to keep something even after you have asked us to remove it. Where that happens we will say so, rather than quietly keeping it. Clause 23 sets out how to ask.

22.5 We never delete your records as a punishment. Not for a missed payment, not for a locked Account, not for moving down a Plan, and not for making a complaint.

22.6 This clause is about your business records. Our Privacy Policy sets out how the same schedule applies to personal information, including personal information about your Clients.

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23. Closing your Account and deleting your data#

23.1 To close your Account and have your data deleted, email hello@welcomeglo.com from your Account email address. We will confirm what you are asking for before we act on it, because it is not reversible.

23.2 We offer you an export first. Before anything is deleted we will generate a complete Records Export and send it to you, and the Records Download remains available for as long as we hold the records and your login works.

23.3 Deletion covers Your Data, including the personal information we hold about your Clients because you put it into the Service. When you ask us to close your Account, your access ends immediately rather than running the two year access window in clause 22.2. What we keep after that, and for how long, is set out in clause 22.2 and clause 22.4. This is why clause 23.2 puts the export first and is not optional: once access ends, the copy you hold is the copy you have.

23.4 Removing one person's login is a different thing from closing the business Account. An Owner can remove a User at any time inside the Service, and that does not affect the Account or Your Data.

23.5 Where we provide a way to close an Account inside the Service or inside a Glo App, you will be able to use that instead of emailing us, and it will follow the same steps: an export first, then confirmation, then deletion. The email route in clause 23.1 is always open to you.

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24. Communications from us#

24.1 We send you service messages about your Account: booking activity, payment activity, staff invitations, password resets, security notices, billing notices, the notices required by this agreement, and the Records Export. These are part of the Service and you cannot opt out of them while you have an Account, because they are how we tell you things you need to know.

24.2 We only send you marketing if you have agreed to receive it. There is no pre ticked box anywhere in our signup. Every marketing message identifies us and carries a working unsubscribe link, and we act on an unsubscribe within five business days at the latest.

24.3 The messages the Service sends to your Clients on your behalf are about their booking, their job, their payment or their document. They carry no offer, no discount, no upsell and no link to our website or to your website's home page, and they identify your business as the sender. The only exception is the small "Made with Glo" attribution in the footer of documents, which is not a link and is not an advertisement.

You are the business that authorises these messages, so if you ever want us to send anything promotional to your Clients, that needs their consent and an unsubscribe facility, and clause 11 and the Acceptable Use Policy apply.

The same rule applies to every other kind of message we send to your Clients on your behalf.

24.4 Who the message is from, and whose consent it needs#

When the Service sends a message to one of your Clients, you are the business that authorised it, and the message carries your name and your contact details. The law requires those details to be accurate and to still work 30 days later, which is why clause 4.4 asks you to keep them current.

• Messages about a booking, a job, a payment or a document need no consent, because they are factual and carry no promotion. That is what keeps them outside the Spam Act definition of a commercial electronic message, and it is why clause 24.3 is drawn as tightly as it is. The moment one of them carried a promotion, the whole set would change character.
• Anything that promotes something needs that Client's consent, recorded against their record, and an unsubscribe that works.
• Glo sends four text messages on your behalf, when you confirm, cancel or change a booking, and when you send a client the quote they asked for. See our SMS Terms.

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25. Changing these terms#

25.1 We will need to change these terms from time to time, as Glo changes and as the law changes. Here is how we do it, and the protection built into it is for you.

25.2 We email you at least 30 days before changed terms take effect, at your Account email address. We do not simply post a new version on a website and treat that as telling you.

25.3 We tell you in plain English what changed and why, alongside the new version and its effective date.

25.4 You can cancel before the change takes effect, with no fee and no notice period. If you cancel because of the change, we refund the unused part of anything you have already paid for. Where a change has already taken effect, you have 30 days from our notice instead, on the same terms, and if we did not send you a notice, 30 days from when you find out. That right does not depend on us having sent the notice, for the same reason clause A9.6 of the Refunds and Cancellations Policy does not: a right triggered only by our own email is not a right. A right to cancel "before it takes effect" is no right at all once the change has happened, and that is the version that counts.

25.5 A change that takes nothing away from you takes effect as soon as we publish it. Correcting an error, making something clearer, adding a feature or a protection, and anything the law requires. We still give it a new version number and an effective date, and we still tell you what changed. Nobody should have to wait thirty days for a fix or for something extra.

We email your Account email address when we publish a change under this clause, on the day we publish it. Clause 25.2 is right that posting a page is not telling you, and that does not stop being true because the change is one that takes nothing away.

25.5a The thirty days in clause 25.2 is for a change that takes something away from you: less of the Service, a new or higher cost, a shorter period, a narrower right, more of your information collected or used in a way it was not before, or anything else that leaves you worse off than the version you agreed to. Those keep the full notice, and the cancellation and refund in clause 25.4 with it.

25.5b Where it is not obvious which of those a change is, we treat it as the second kind. That call is not ours to make in our own favour. A clause that let us decide whether our own change counted against you would be worth less than no clause at all.

25.6 A change never applies retrospectively to something that already happened.

25.7 You can change things too: you can move between Plans, change between monthly and yearly, or cancel, at any time, in the Billing Portal.

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26. If something goes wrong between us#

26.1 If we think something has gone wrong, we tell you first. We will email you, explain what we think the problem is, and give you a fair chance to fix it or to tell us we have it wrong. We will not do anything you cannot undo before you have had that chance, unless there is a genuine and immediate security, legal or harm risk that leaves us no time.

26.2 If you think something has gone wrong, tell us at hello@welcomeglo.com. Set out what happened and what you want us to do.

We reply within 5 business days to say we have it, and give you a decision within 10 business days. If a decision is going to take longer than that, we tell you why and when, before the 10 business days are up.

Our Refunds and Cancellations Policy sets out the timeframes for a refund, and our Acceptable Use Policy sets them out for a review of a restriction under clause 11.5. Where those documents give you a shorter timeframe than this clause, the shorter one applies.

26.3 Then we talk. If we cannot sort it out that way, both of us agree to try to resolve it by negotiating in good faith for 30 days from the day one of us gives the other written notice of the dispute, with each of us putting up someone who can actually make a decision. This step is meant to be quick and cheap, not a hurdle.

26.4 Nothing here stops you going elsewhere, at any time. This clause does not prevent either of us from:

• starting court proceedings, including for urgent relief;
• taking the matter to the Australian Small Business and Family Enterprise Ombudsman, at asbfeo.gov.au. They help small businesses in a dispute with a supplier, it costs you nothing to ask them, and a dispute about a Glo subscription is exactly the kind of matter they handle;
• taking a complaint to your state or territory fair trading or consumer affairs office, which in New South Wales is NSW Fair Trading, or to the Australian Competition and Consumer Commission;
• taking a privacy complaint to the Office of the Australian Information Commissioner;
• taking a complaint about email or text messaging to the Australian Communications and Media Authority; or
• exercising any other right you have under the law.

We have written this out because we would rather you knew about it. A clause that quietly funnelled every dispute back to us would not be fair, and we are not going to have one.

26.5 Each of us pays our own costs of the step in clause 26.3.

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27. Governing law#

27.1 This agreement is governed by the laws of New South Wales, Australia.

27.2 Both of us submit to the non-exclusive jurisdiction of the courts of New South Wales and the courts that hear appeals from them. Non-exclusive means you are not shut out of a court somewhere else that would otherwise be able to hear the matter.

27.3 Nothing in this clause limits clause 26.4.

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28. If you got a Glo App from an app store#

Nothing in this clause applies unless and until we publish a Glo App and you install it from a Distribution Channel.

28.1 The store's rules also apply. The rules of the Distribution Channel you got the Glo App from apply to your use of that app, in addition to these terms. If those rules and these terms conflict about the app itself, the store's rules apply to the app. These terms still govern the Service.

28.2 The store is not us. The Distribution Channel is not a party to this agreement. It is not responsible for the Service and it does not provide support for it. Support is us, at hello@welcomeglo.com. We are telling you this so you know who to contact when something goes wrong.

28.3 Where you buy. Clause 8.11 says where your Subscription is bought.

28.4 Channel specific terms are in the schedules at the end of this document. If we add another Distribution Channel we will add a schedule for it, and clause 25 applies to that change.

28.5 Nothing in any schedule excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Clause 18 applies to the schedules exactly as it applies to the rest of this agreement.

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29. Notices#

29.1 How we give you notice. We may give you notice under this agreement:

• by email to your Account email address;
• in the Service; or
• by a message in a Glo App.

For anything that starts a period running under this agreement, including clause 8.9, clause 15.5, clause 16.2, clause 21.3, clause 21.6 and clause 25.2, we will use email to your Account email address, so there is a record and so it reaches you without you having to log in.

29.2 Keep your Account email address current. A notice sent to the address on your Account is effective even if you no longer read that inbox.

29.3 How you give us notice. Email hello@welcomeglo.com, or write to Unit B14, 161 Arthur Street, Homebush West NSW 2140. For a privacy request, email hello@welcomeglo.com.

29.4 An email notice is taken to be given when it is sent, unless the sender receives a delivery failure. A letter is taken to be given three business days after it is posted.

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30. General#

30.1 This is the whole agreement, and that does not cut down your rights#

These terms, our Refunds and Cancellations Policy, our Acceptable Use Policy, our Privacy Policy, our Data Processing Addendum, and the Plan you chose, are the whole agreement between us about your Glo subscription. That is the same list, in the same order, as clause 3.2, and clause 3.2 says which one wins if they conflict. The Cookie Policy and the subprocessors page sit inside that list where clause 3.2 puts them. They replace anything said or written before, except that they do not replace or cut down any commitment we have published to you in one of those documents, and clause 3.2's last bullet means the stronger promise applies.

This does not cut down your rights. Nothing in this clause limits our responsibility for anything misleading we may have said, and nothing in it takes away rights you have under the Australian Consumer Law. If we told you something that was not true, this clause does not save us.

30.2 Transferring this agreement#

Neither of us may transfer this agreement without the other's consent, and neither of us may unreasonably refuse consent.

We may transfer it without your consent to someone who buys our business or substantially all of the assets used to run Glo, but only if they agree in writing to be bound by these terms. We will tell you at least 30 days before that happens, and if it puts you in a worse position you can cancel before it takes effect and we will refund the unused part of anything you have already paid.

You may transfer this agreement without our consent to someone who buys your business, if you tell us and they agree to be bound by these terms.

30.3 Subcontractors and providers#

We may use the providers in clause 16 and other subcontractors to help run the Service. We remain responsible to you for the Service, whoever actually performs a part of it. We do not pass our responsibility down the chain.

30.4 Severability#

If a part of this agreement is unenforceable or void, it is read down as far as necessary, or removed if it cannot be read down, and the rest of the agreement keeps working.

30.5 Waiver#

If one of us does not enforce a right straight away, that does not mean the right is given up. A waiver only counts if it is in writing.

30.6 Force majeure#

Neither of us is in breach of this agreement because of something genuinely outside our reasonable control, such as a natural disaster, a war, an epidemic, an act of government, a general failure of the internet or the power grid, or a major failure of a provider in clause 16. This runs both ways.

The affected party must tell the other as soon as it reasonably can, and do what it reasonably can to work around the problem. You do not pay for a period during which the Service is unavailable because of an event of this kind, and if it goes on for more than 30 days either of us may end this agreement, with a refund of the unused part of anything you have paid.

Not being able to pay is not an event of this kind.

30.7 No agency#

Clause 1.4 applies.

30.8 Interpretation#

Headings are for convenience. "Including" and "for example" do not limit what comes before them. A reference to a law includes a law that replaces it.

30.9 Contacting us, and where the other documents are#

• Anything at all: hello@welcomeglo.com
• Privacy requests, and closing your Account: hello@welcomeglo.com
• By post: Connor Wu trading as Glo, Unit B14, 161 Arthur Street, Homebush West NSW 2140

The documents that go with these terms:

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Schedule A. Apple App Store#

This schedule applies only if you obtained a Glo App from the Apple App Store.

A1. This agreement is between you and Connor Wu trading as Glo only, and not with Apple. Connor Wu trading as Glo is solely responsible for the Glo App and its content.

A2. Your licence to the Glo App is a non-transferable licence to use it on any Apple branded product you own or control, as permitted by the Usage Rules in the Apple Media Services Terms and Conditions.

A3. Connor Wu trading as Glo is solely responsible for maintenance and support of the Glo App. Apple has no obligation to provide any.

A4. Connor Wu trading as Glo is responsible for any warranty for the Glo App. If the Glo App fails to conform to a warranty, you may tell Apple, and Apple will refund the purchase price of the app. Apple has no other warranty obligation.

A5. Connor Wu trading as Glo, not Apple, is responsible for claims about the Glo App, including product liability claims, claims that it fails to conform to a legal or regulatory requirement, and claims under consumer protection law.

A6. Connor Wu trading as Glo, not Apple, is responsible for any third party claim that the Glo App infringes intellectual property rights.

A7. You confirm that you are not in a country subject to a United States embargo or designated by the United States government as supporting terrorism, and that you are not on a United States restricted parties list.

A8. Questions, complaints and claims about the Glo App go to Connor Wu trading as Glo, Unit B14, 161 Arthur Street, Homebush West NSW 2140, hello@welcomeglo.com.

A9. You must comply with any applicable third party terms when you use the Glo App.

A10. Apple and Apple's subsidiaries are third party beneficiaries of this schedule and may enforce it against you.

A11. Nothing in this schedule excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. This sentence is here to protect you: paragraphs A4 and A5 are Apple's required wording, and they cannot take away rights the law gives you. Clause 18 of the main terms applies to this schedule in full.

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Schedule B. Google Play#

This schedule applies only if you obtained a Glo App from Google Play.

B1. This agreement is between you and Connor Wu trading as Glo only, and not with Google. Google is not a party to it.

B2. Google is not responsible for the Glo App or for the Service, and does not provide support for either. Support is hello@welcomeglo.com.

B3. The Google Play Terms of Service apply to your use of Google Play and to anything you buy through it, in addition to these terms.

B4. Where Google handles a purchase, Google's own refund process applies to that purchase, and Google may refund it within the window Google sets. That window is not the limit of your rights. Clause 18 of the main terms applies whatever Google's refund process says, and you can come to us directly for a consumer guarantees remedy.

B5. Nothing in this schedule excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

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Glo is software made in Australia for Australian businesses.

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