Terms of Service

By checking the acceptance box and clicking "I Agree," or by accessing or using the Service, you enter into a legally binding agreement with Pillar Software Solutions LLC ("Pillar," "we," "us," or "our") governing your use of the Pillar field service management platform and all related services (collectively, the "Service"). These Terms of Service, together with our Privacy Policy and any other policy referenced in them, are the "Terms."

If you are accepting these Terms on behalf of a company or other legal entity, you represent that you are authorized to bind that entity, and "you" and "your" refer to that entity. The individual who registers a company account, and any individual later given that role, is the "Owner" of the account and is responsible for the obligations these Terms place on the Owner.

If you do not agree to these Terms, you may not access or use the Service. We may require you to review and accept an updated version of these Terms before you continue using the Service.

Pillar is a multi-tenant, cloud-based field service management platform built for trade and service businesses. The Service provides tools for scheduling and dispatch, customer records, jobs and work orders, estimates and invoices, payment collection, price books, inventory and equipment records, reporting, and related business operations.

The Service is delivered as a web application and as an installable progressive web app. Pillar does not distribute native applications through mobile app stores.

Each company account operates in its own isolated data environment. No user of one company account can access the records of another.

Features may be added, modified, or removed at our discretion with reasonable notice. The Service is provided on an "as-is" and "as-available" basis, as further described in the Warranty Disclaimer below.

• You must provide accurate, current, and complete information when you register, and keep your account information up to date.
• You must be at least 18 years of age to create an account, and you may not use the Service if we have previously suspended or removed you from it.
• The Owner is responsible for managing users and role assignments, for billing and subscription decisions, and for ensuring that everyone who uses the company account complies with these Terms.
• You are responsible for maintaining the confidentiality of account credentials, including passwords, and for all activity that occurs under your account, whether or not you authorized it.
• Each individual must use their own user account. Credentials may not be shared between people.
• You must notify us at admin@pillarfsm.com immediately if you learn of any unauthorized access to or use of your account.

You agree to use the Service only for lawful purposes. You agree not to:

• Use the Service for any unlawful, fraudulent, or unauthorized purpose, or in violation of any applicable local, state, national, or international law or regulation.
• Send unsolicited, deceptive, harassing, or otherwise unlawful communications through the Service, or send any communication that violates the Telephone Consumer Protection Act, the CAN-SPAM Act, A2P 10DLC program requirements, state telemarketing or do-not-call rules, or any other applicable anti-spam or telecommunications law.
• Attempt to gain unauthorized access to the Service, to other accounts, or to any related systems or networks.
• Scrape, crawl, or otherwise extract data from the Service by automated means, except through the authorized API.
• Interfere with, disrupt, or place an undue burden on the Service or on the networks and systems connected to it.
• Circumvent or interfere with security features of the Service, including authentication, rate limiting, usage limits, and access controls.
• Reverse-engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service.
• Transmit viruses, worms, malware, or other code of a destructive nature.
• Resell, sublicense, or redistribute the Service to third parties unless we have authorized it in writing.

We may suspend or terminate an account that violates this section, with or without prior notice, depending on the severity of the violation.

There is no charge for the first billable user on an account. There is no trial period and no plan tiers: every feature of the Service is available to every account from the time the Owner verifies the account email address, and no feature is withheld or later removed on the basis of what you pay. Users holding the customer or subcontractor role are never billable and are never counted.

Charges arise only as follows:

• Additional users. $39 per month for each billable user beyond the first. There is no contract and no minimum term. Adding or removing a billable user part-way through a billing cycle is prorated: adding one is charged for the remainder of the cycle, and removing one lowers your bill, with the prorated value of the unused time applied as a credit against future charges on your account rather than paid out in cash.
• Payment processing. A flat 1% of the amount of each payment you process through the Service, applied equally to card payments and to bank debits (ACH). The fee is deducted from your side of the transaction and is never added to the amount your customer pays. It is separate from, and in addition to, the processing fees charged by Stripe on your own Stripe account. Payments recorded in the Service but not processed through it, such as cash or check, carry no such fee. Section 6 describes this in full.
• Additional storage. Each account has a storage allowance of 25 GiB, plus a further 25 GiB for each additional paid user. Storage beyond the allowance may be purchased in blocks of 100 GiB at $10 per block per month, prorated and removable in the same way as a user.
• Messaging and calling. Text messaging, business phone numbers, and call features are metered and run on prepaid credit, as described in Section 8.

While an account has no paid users beyond the first, the creation of jobs, estimates, and invoices is limited to 100 of each per calendar month, measured in the time zone configured on your account. Reaching the limit stops you creating further records of that kind until the next month; it does not restrict reading, editing, or exporting records you have already created. The limit is lifted for as long as a second billable user is on the account.

Billing runs on a monthly cycle through Stripe. By adding a billable user, purchasing a storage block, or purchasing messaging credit, you authorize us to charge your designated payment method for that item at the amount shown to you at the time you agree to it. Recurring items renew monthly until you remove them.

Fees are exclusive of taxes. Where we are required to collect sales, use, or similar taxes, they will be shown separately and added to the amount charged.

If a recurring charge fails, your account becomes past due and you will be given a grace period in which to update your payment method. If the amount remains unpaid at the end of that period, the account is suspended: you keep read-only access to your data but cannot create, update, or delete records. Billing and account management remain available so that you can restore the account.

Subscription fees are non-refundable, except where a refund is required by applicable law, except for the prorated credits described above, and except for the prepaid credit refund described in Section 8.

We will give you at least thirty (30) days' advance notice, by email to the address on your account or by notice within the Service, before any increase in a recurring price takes effect. If you do not accept the new price, you may remove the affected item or close your account before the increase takes effect; continuing to use the affected item after that date constitutes acceptance of the new price.

The Service lets you collect payments from your own customers. Payment processing is provided by Stripe, Inc. ("Stripe") through a Stripe account that you open and control. Your use of that account is governed by your agreement with Stripe, including the Stripe Services Agreement and the Stripe Connected Account Agreement, and by Stripe's privacy policy.

When you process a payment through the Service, Pillar collects an application fee of 1% of that payment. The fee is taken from your side of the transaction when it settles and is never added to the amount your customer pays. It applies to card payments and to bank debits alike. Stripe's own processing fees are separate, are generally larger, and are charged by Stripe directly against your Stripe account; Pillar neither sets nor collects them.

Pillar is not a payment processor, is not a money transmitter, and is not a party to the underlying transaction between you and your customer. Apart from the 1% application fee described above, the funds you collect do not pass through Pillar. Processing fees, refunds, returns, chargebacks, disputes, and any resulting liability sit with your Stripe account and are governed by Stripe's terms. Where a refund is issued through the Service for a payment on which we collected the application fee, that fee is returned with the refund.

Bank debits settle over several business days. A bank payment shown as pending or processing has not settled and can still fail or be returned afterwards. You are responsible for confirming that a payment has settled before treating it as final.

You set your own prices, payment terms, deposit requirements, tax rates, and discounts within the Service. Pillar supplies the tools to configure them and does not provide tax, legal, accounting, or financial advice.

You, acting through the Owner and any user you authorize, are solely and fully responsible for reviewing and confirming the accuracy of every estimate, invoice, deposit request, payment request, charge, refund, and payment authorization created, sent, or initiated through the Service, before it is authorized, sent to a customer, or submitted for processing. This includes the amount, any tax applied, the recipient, the payment method, and the timing.

THE SERVICE IS A TOOL FOR PREPARING AND TRANSMITTING AMOUNTS THAT YOU DETERMINE. PILLAR DOES NOT REVIEW, VERIFY, APPROVE, OR GUARANTEE THE ACCURACY OF ANY AMOUNT, CALCULATION, TAX RATE, RECIPIENT, PAYMENT METHOD, OR PAYMENT INSTRUCTION ENTERED, GENERATED, OR TRANSMITTED THROUGH THE SERVICE.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, PILLAR SHALL NOT BE LIABLE FOR ANY LOSS, COST, LIABILITY, OR DAMAGE ARISING OUT OF OR RELATED TO ANY ERROR, DEFECT, BUG, MISCALCULATION, ROUNDING, DUPLICATION, OMISSION, INTEGRATION FAILURE, INTERRUPTION, OR OTHER MALFUNCTION OF THE SERVICE, INCLUDING ANY THAT AFFECTS AN INVOICE OR PAYMENT AMOUNT, A TAX CALCULATION, THE ROUTING OR RECIPIENT OF A PAYMENT, OR THE TIMING OF A PAYMENT, WHETHER OR NOT PILLAR WAS ADVISED OF THE POSSIBILITY OF SUCH LOSS.

You must review your invoices, payouts, credit balances, and account statements promptly and report any discrepancy to admin@pillarfsm.com without undue delay, and in any event within sixty (60) days after the statement or transaction on which it first appears. Prompt reporting is a condition of any claim relating to the discrepancy.

Nothing in this section excludes or limits liability that cannot be excluded or limited under applicable law.

Text messaging, business phone numbers, call recording, and call features are optional. They are metered: they run on prepaid credit that you buy in advance.

Credit draws down at the underlying carrier's rates plus Pillar's markup. The retail rates that apply are published on our pricing page and are shown to you before you buy credit. Rates can change; we publish a change before it takes effect, and it applies only to credit drawn down afterwards.

Two charges recur monthly for as long as you hold a business phone number: the rental of each number, and the carrier registration (A2P 10DLC) that permits a number to send text messages. Both are charged against your credit balance.

Sending messages and placing calls stop when your credit balance reaches zero. A number you hold is not released at that moment. For a limited grace period we continue to charge the two recurring carrier amounts described above, which may take your balance below zero, and we will notify you when that period begins. If you do not restore the balance before the grace period ends, the number is released back to the carrier, cannot be reclaimed, and any negative balance remains payable.

Automatic top-up is required for as long as you hold a business phone number. You authorize us to charge your designated payment method for the top-up amount you configure whenever your balance falls below the threshold you set. Automatic top-up cannot be switched off until every number on the account has been released.

Prepaid credit does not expire while your account is open. Credit is otherwise non-refundable, except that when your account is closed you may request a refund of your unused credit balance in writing to admin@pillarfsm.com. We will refund the unused balance, less any amount you owe us, to the payment method used to buy it.

You are responsible for the accuracy of the business information you submit for carrier registration. Carriers may reject, suspend, or filter traffic for reasons outside our control, and we do not guarantee the delivery of any message or call.

You are the sender of every message and the caller on every call made through your account. Compliance with the laws governing those communications is your responsibility. You agree that, before you contact any recipient through the Service and for as long as you continue to contact them, you will:

• Obtain and maintain every legally required consent, including prior express consent for automated calls and text messages, and prior express WRITTEN consent where the communication is marketing or advertising, as required by the Telephone Consumer Protection Act and its implementing regulations.
• Comply with the CAN-SPAM Act for email, including accurate sender and subject information, a working unsubscribe mechanism, and a valid postal address.
• Register accurately for A2P 10DLC messaging, keep the brand, campaign, use case, and sample messages you submit truthful and current, and use each number only for the traffic you registered it for.
• Honor opt-out and do-not-contact requests promptly, and stop contacting a recipient who has opted out.
• Comply with state telemarketing, do-not-call, calling-hours, and call recording laws, including obtaining any consent required before a call is recorded.
• Keep records of the consents you obtained and the opt-outs you received, sufficient to demonstrate compliance, and produce them if a claim arises.

The Service applies opt-out handling, quiet-hour restrictions, rate limits, and a compliance footer to outbound text messages, and records consent and opt-out status against customer records. These tools assist you. They do not transfer any part of your compliance obligation to Pillar, and they do not substitute for your own consent practices. You indemnify Pillar for claims arising out of communications sent through your account, as set out in the Indemnification section.

• You retain ownership of the data you enter into or generate within the Service, including customer records, jobs, estimates, invoices, documents, and communication logs ("Your Data").
• You grant us a limited, non-exclusive license to host, process, transmit, and display Your Data as necessary to provide, secure, support, and improve the Service. That license ends when Your Data is deleted.
• We do not sell Your Data. We disclose it only to the service providers that make the Service work, as described in our Privacy Policy, where you direct us to, or where the law requires it.
• We use commercially reasonable technical and organizational measures to protect Your Data. No method of electronic storage or transmission is completely secure, and we cannot guarantee absolute security.
• We are not liable for data loss or unauthorized access caused by factors beyond our reasonable control, including third-party attacks, your failure to secure your own devices and credentials, and force majeure events.
• You are solely responsible for complying with the laws that apply to the personal information of your own customers, employees, and contacts that you process through the Service.
• While your account is open, you can export your structured business records using the export tools in the Service. Files and documents you have uploaded are downloaded individually rather than through those tools.
• Backups are maintained on a commercially reasonable, best-effort basis. You are strongly encouraged to keep your own independent copies of records you cannot afford to lose.
• Our Privacy Policy describes how we handle personal information and forms part of these Terms.

• We do not guarantee uninterrupted, timely, secure, or error-free operation of the Service.
• Scheduled and unscheduled maintenance may cause temporary downtime. We will try to give advance notice of planned maintenance; emergency maintenance may happen without notice.
• We are not liable for downtime, service interruptions, or failures of data transmission, or for any consequence of them.
• No service level agreement applies unless we have signed one with you separately.
• Support is available by email at admin@pillarfsm.com. We aim to respond within one business day.

• The Service, including its software, design, architecture, documentation, and all related intellectual property, is and remains the exclusive property of Pillar Software Solutions LLC and its licensors. These Terms grant you no ownership in it.
• Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Service for your own internal business operations for as long as your account is open.
• The Pillar name, logo, and related marks are ours. You may not use them without our prior written consent.
• The Service lets you apply your own logo, colors, subdomain, and sender addresses to the interface your team and your customers see. That right is limited to presentation within your own account. It transfers no ownership in the platform, and you may not claim to have developed the underlying software or otherwise misrepresent the nature of the Service.
• Feedback, suggestions, and feature requests you send us may be used to improve the Service without obligation or compensation to you.

• API access is available on every account. Requests are authenticated with keys you create in the Service, and each key carries only the scopes you grant it.
• Keep API keys secret. Do not embed them in client-side code and do not share them. You are responsible for everything done with your keys.
• API use is rate limited. Usage that degrades the platform for others may be throttled or suspended.
• You may use the API to integrate the Service with your own systems and workflows. You may not use it to build a competing product or to bulk-extract data for purposes unrelated to your use of the Service.
• We may version, modify, or deprecate API endpoints with reasonable notice.

The Service integrates with third-party providers, including Stripe (payment processing), Twilio (text messaging and voice), Google (calendar synchronization), and Intuit (QuickBooks accounting synchronization). Those services are operated by those companies under their own terms of service and privacy policies, which govern your use of them.

We are not responsible for the acts, omissions, availability, pricing, or content of third-party services. We may add, modify, replace, or discontinue an integration, including where a provider changes or withdraws its own service.

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY. WE EXPRESSLY DISCLAIM ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL MEET YOUR REQUIREMENTS, OPERATE WITHOUT INTERRUPTION, BE SECURE, OR BE FREE OF ERRORS.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, PILLAR SOFTWARE SOLUTIONS LLC AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUPPLIERS, AND LICENSORS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, BUSINESS OPPORTUNITY, GOODWILL, OR REVENUE, REGARDLESS OF THE CAUSE OF ACTION OR THE THEORY OF LIABILITY (WHETHER IN CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE), AND EVEN IF PILLAR HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

PILLAR'S TOTAL AGGREGATE LIABILITY FOR ANY AND ALL CLAIMS ARISING FROM OR RELATED TO THESE TERMS OR YOUR USE OF THE SERVICE SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY YOU TO PILLAR IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

THIS LIMITATION OF LIABILITY APPLIES REGARDLESS OF THE THEORY OF LIABILITY AND EVEN IF THE REMEDIES PROVIDED HEREIN FAIL OF THEIR ESSENTIAL PURPOSE. IT APPLIES IN ADDITION TO, AND DOES NOT NARROW, THE DISCLAIMER IN THE SECTION HEADED PAYMENT ACCURACY AND RESPONSIBILITY FOR AMOUNTS.

Some jurisdictions do not allow the exclusion or limitation of certain warranties or damages. Where that is the case, our liability is limited to the greatest extent permitted by law.

You agree to indemnify, defend, and hold harmless Pillar Software Solutions LLC and its officers, directors, employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from or related to:

• Your use or misuse of the Service;
• Your violation of these Terms;
• Your violation of any applicable law, regulation, or third-party right, including telecommunications, anti-spam, consumer protection, and data protection laws;
• Any communication sent through your account, including any claim that it was sent without the consent the law requires;
• Any data or content entered into the Service through your account;
• Any claim by your own customers, clients, or end users arising from your use of the Service, including a dispute about an amount charged, a payment collected, or work performed.

• Either party may terminate this agreement at any time.
• You may remove billable users and storage blocks at any time in your billing settings, which ends the associated recurring charges; the account itself stays open and usable by a single user at no charge.
• To close your account entirely, contact us at admin@pillarfsm.com.
• We may suspend or terminate your access to the Service if you materially breach these Terms, fail to pay amounts due after reasonable notice, or engage in conduct that threatens the security of the Service or harms other users. Where reasonably practicable we will give notice and an opportunity to cure first; we may act immediately and without notice in cases of security risk, illegal activity, or repeated violations.
• On termination, your right to use the Service ends immediately. For thirty (30) days after termination, the Owner may request an export of Your Data in writing to admin@pillarfsm.com, and we will provide it. After that window, Your Data may be permanently deleted, except where we are required by law to retain it.
• Unused prepaid credit is handled as described in Section 8.
• The following sections survive termination: Fees, Billing, and Subscription Terms (as to amounts already owed); Payments You Collect Through the Service; Payment Accuracy and Responsibility for Amounts; Communications Compliance and Consent; Your Data, Export, and Privacy; Intellectual Property and Branding; Warranty Disclaimer; Limitation of Liability; Indemnification; Dispute Resolution and Arbitration; Governing Law; and General Provisions, together with any other provision that by its nature should survive.

Before starting arbitration, the party raising a dispute will give the other written notice describing it (to us, at admin@pillarfsm.com), and the parties will try in good faith to resolve it for thirty (30) days.

Any dispute, controversy, or claim arising out of or relating to these Terms, or their breach, termination, or validity, that is not resolved in that period shall be resolved by final and binding arbitration administered by the American Arbitration Association ("AAA") under its Commercial Arbitration Rules.

• The arbitration shall be seated in the Commonwealth of Pennsylvania, United States, and may be conducted remotely at the arbitrator's discretion.
• THE PARTIES WAIVE THE RIGHT TO A TRIAL BY JURY AND THE RIGHT TO PARTICIPATE IN A CLASS ACTION, COLLECTIVE ACTION, OR REPRESENTATIVE PROCEEDING OF ANY KIND. CLAIMS MAY BE BROUGHT ONLY IN AN INDIVIDUAL CAPACITY, AND THE ARBITRATOR MAY NOT CONSOLIDATE THE CLAIMS OF MORE THAN ONE PERSON.
• Each party bears its own costs of arbitration; the arbitrator's fees and expenses are shared equally unless the arbitrator determines otherwise.
• The arbitrator's decision is final and binding and may be entered as a judgment in any court of competent jurisdiction.
• Notwithstanding the above, either party may seek injunctive or equitable relief in a court of competent jurisdiction to protect its intellectual property rights or confidential information.
• For an individual claim of $10,000 or less, either party may elect to resolve the dispute in small claims court instead of arbitration.
• If the class-action waiver above is held unenforceable as to a particular claim, that claim shall proceed in court, and the rest of this section continues to apply to every other claim.

These Terms are governed by and construed in accordance with the laws of the Commonwealth of Pennsylvania, United States, without regard to its conflict of laws provisions. Subject to the arbitration section above, the state and federal courts sitting in the Commonwealth of Pennsylvania have exclusive jurisdiction.

• We may modify these Terms. Material changes will be communicated within the Service or by email at least thirty (30) days before they take effect.
• We may require you to review and accept the updated Terms before you continue to use the Service.
• Continuing to use the Service after the changes take effect constitutes acceptance of the modified Terms.
• If you do not agree to the modified Terms, stop using the Service and close your account before they take effect.
• Corrections that do not alter your rights or obligations, such as typographical fixes, may be made without advance notice.

• Entire agreement. These Terms, together with our Privacy Policy and any other policy or agreement referenced in them, are the entire agreement between you and Pillar Software Solutions LLC regarding the Service, and supersede all prior or contemporaneous agreements, understandings, negotiations, and discussions, whether oral or written.
• Severability. If any provision of these Terms is held invalid, illegal, or unenforceable by a court or arbitrator of competent jurisdiction, the remaining provisions continue in full force and effect, and the affected provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent of the parties.
• Waiver. Our failure to enforce a right or provision of these Terms is not a waiver of that right or provision.
• Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of our assets.
• Force majeure. Neither party is liable for a failure or delay in performance caused by events beyond its reasonable control, including natural disasters, acts of government, network or internet outages, and failures of third-party providers.
• Notices. We may give notice to you by email to the address on your account or by notice within the Service. You give notice to us by email to admin@pillarfsm.com or by mail to the address in the Contact section below.
• Relationship of the parties. The parties are independent contractors. These Terms create no partnership, joint venture, agency, or employment relationship, and there are no third-party beneficiaries.

Questions about these Terms, data export requests, prepaid credit refund requests, and notices under these Terms should be sent to: