Terms · Sitekeep

These Terms of Service (“Terms”) govern your access to and use of Sitekeep (the “Service”), operated by Tilak Kumar G, sole proprietor trading as TurtleByte (“we”, “us”, “our”). By creating an account, subscribing, or using the Service, you agree to these Terms. If you are agreeing on behalf of an organization, you represent that you have authority to bind that organization, and “you” refers to that organization.

Submitting a maintenance request through a customer’s public request portal does not create an account and does not make you a party to these Terms. Section 3 explains how that surface works and what governs it.

1. The Service

Sitekeep is a cloud-based maintenance and work order management platform. We provide it on a subscription basis, along with any updates, mobile applications for iOS and Android, integrations, and support we make generally available.

The mobile application is designed to keep working without a network connection, which means it stores a copy of the data you can see on the device itself. Section 5 sets out what that means for you.

We may modify, add, or remove features over time. We will not materially degrade core functionality during a paid term without notice.

Evaluation features. We may label a feature as beta, preview, evaluation, or early access. Such a feature is provided for trial, may be changed or withdrawn at any time, is excluded from any availability commitment, and is not covered by the indemnity in Section 15.2. Where a feature is not so labelled, it is not an evaluation feature.

2. Accounts and Eligibility

You must be at least 18 years old and legally able to enter into contracts.
You are responsible for the accuracy of your account information and for all activity under your account.
You are responsible for safeguarding credentials and must notify us promptly at [email protected] of any suspected unauthorized access.
You are responsible for the conduct of every account holder you invite, including administrators and technicians.

3. The Public Request Portal

The Service includes a public request portal — a page anyone can use to report a maintenance problem to your organization without signing in.

No account is created. People who submit requests are not users of the Service, are not invited by you, and are never counted or billed as seats. The portal is write-only by design: a submission cannot read any of your data back.

You decide who can reach it. You choose where to publish the portal’s link or QR code. You are responsible for that decision and for the personal information people enter as a result.

You are the controller of what is submitted. We process portal submissions on your instructions, as described in the Privacy Policy. We display a short privacy notice at the point of submission at https://getsitekeep.com/request-privacy; you remain responsible for any further notice, consent, or parental notification that your own circumstances require — for example, a school informing parents that a portal is available to students.

Do not configure the portal to solicit sensitive information. Ask for what you need to dispatch a technician. Section 7’s restrictions on regulated data apply in full to what the portal collects.

It is not an emergency channel. The portal is not monitored continuously and must not be presented as a way to report fire, gas, flooding, injury, or any other emergency. Say so wherever you publish it.

We may rate-limit or disable a portal that is being abused, and will tell you when we do.

4. Subscriptions, Seats, and Billing

Plans and seats. Subscriptions are sold on a per-seat basis, counting technician and administrator accounts. People who submit requests through the public request portal need no account and are never billed. Current plans and pricing are published at https://getsitekeep.com/pricing.

Billing cycle. Fees are billed in advance, monthly or annually, depending on the plan you select. Subscriptions renew automatically at the end of each billing period unless cancelled before renewal.

Renewal reminders. We email the account owner before an annual subscription renews and before a free trial converts to a paid subscription, and we will always do so where the law of your state or country requires it.

Adding and removing seats. Adding seats mid-cycle results in a prorated charge for the remainder of the period. Removing seats takes effect at the start of the next billing period; we do not issue mid-cycle credits for removed seats.

Who you are buying from. Subscriptions are sold by Paddle.com Market Ltd (“Paddle”), which acts as the merchant of record and is the seller and reseller of record for your purchase. Paddle takes your payment, issues your invoice, and handles the tax on the sale. Your purchase is therefore subject to Paddle’s own terms and its Buyer Terms and Conditions; these Terms govern your use of the Service itself.

Payment. You authorize Paddle to charge your payment method for all fees due. If a charge fails, Paddle may retry, and we may suspend the Service after 14 days of non-payment.

Chargebacks. If you have a billing concern, contact [email protected] first — we can resolve most of them with Paddle on your behalf, and it is faster than a dispute. Filing a chargeback without contacting us is a ground for suspension under Section 16.

Taxes. Prices are set per country, are charged in the currency shown at checkout for your location, and exclude taxes. Because Paddle is the seller of record, Paddle calculates, charges, and remits the sales tax, VAT, GST, or equivalent that applies where you are, and shows it separately on the invoice it issues you. You remain responsible for those amounts as part of the fees; taxes on our own income are ours.

If your organisation is registered for VAT, GST, or an equivalent, enter that registration number at checkout so that it appears on your invoice and is treated correctly.

Price changes. We may change pricing with at least 30 days’ notice before your next renewal. Continued use after the change takes effect constitutes acceptance.

Trials. Free trials, if offered, convert to paid subscriptions at the end of the trial period unless cancelled beforehand.

Refunds are governed by our Refund Policy.

5. Your Data

Ownership. You retain all rights to the data you and your users submit to the Service, including work orders, asset records, photos, audio and video attachments, and comments (“Customer Data”). We claim no ownership of it.

Our license. You grant us a limited, non-exclusive license to host, process, transmit, display, and back up Customer Data solely to provide, secure, and support the Service, and to comply with law.

Aggregated data. We may generate anonymized, aggregated statistics from Service usage that do not identify you, your users, or your organization, and may use these to improve and market the Service.

Copies held on devices. So that technicians can work without a signal, the mobile application stores a copy of the Customer Data available to that user on the device itself. You are responsible for your own device controls — screen locks, device encryption settings, and removing access from lost or departed devices. Signing out of the application, or removing it, deletes the local copy. Because a device only learns of a change when it next connects, a deletion you make may take longer to reach a device that has been offline.

Your responsibilities. You represent that you have all rights and permissions necessary to submit Customer Data and that its collection and use through the Service complies with applicable law.

Data protection terms. Where we process personal data on your behalf and applicable law requires it, our Data Processing Agreement at https://getsitekeep.com/dpa applies and forms part of these Terms.

6. AI-Powered Features

The Service includes AI-assisted features: natural-language search over your historical work orders, summaries of what it finds, and automatic transcription of audio notes so that they can be searched. You acknowledge:

To provide these features, relevant Customer Data — including the audio of voice notes — may be transmitted to the third-party AI model providers identified in our Privacy Policy.
We contractually require these providers not to train their models on your Customer Data.
AI output can be incomplete or incorrect. It is provided for informational purposes and must not be relied upon as the sole basis for safety, compliance, regulatory, medical, or emergency decisions. You are responsible for verifying AI output before acting on it.

7. Acceptable Use

You will not, and will not permit others to:

Use the Service in violation of any law or regulation;
Upload malicious code, or attempt to breach, probe, or circumvent security or access controls;
Reverse engineer, decompile, or attempt to derive source code, except where such restriction is prohibited by law;
Resell, sublicense, or provide the Service to third parties as a service bureau without our written consent;
Use the Service to store or transmit unlawful, infringing, defamatory, or harassing content;
Interfere with the integrity or performance of the Service, or exceed documented rate limits;
Present the Service, or the public request portal, as a channel for reporting emergencies;
Use the Service to store data subject to specialized regulatory regimes — including protected health information under HIPAA, cardholder data under PCI DSS, student education records under FERPA, or government classified information — unless we have signed a separate written agreement with you covering that data.

We may suspend access without prior notice where necessary to prevent harm to the Service, other customers, or third parties.

8. Third-Party Services

The Service may integrate with third-party products at your direction. Your use of those products is governed by their terms, and we are not responsible for their availability, security, or data practices.

9. Mobile Applications

We distribute mobile applications through the Apple App Store and Google Play. The following applies to those applications, and to the App Store version in particular:

These Terms are between you and us alone. Apple Inc. and Google LLC are not parties to them and are not responsible for the Service.
The licence granted for the application is a non-transferable licence to use it on any Apple-branded products that you own or control, and as permitted by the Usage Rules in the Apple Media Services Terms and Conditions — except that it may be accessed by other accounts associated with you through Family Sharing or volume purchasing.
We, not Apple, are solely responsible for the application and its content, and for providing any maintenance and support. Apple has no obligation to furnish any support.
To the extent any warranty is not effectively disclaimed, we — not Apple — are responsible for handling it, and Apple’s sole obligation is to refund the purchase price, if any.
We, not Apple, are responsible for addressing any claim that the application or your use of it infringes a third party’s intellectual property rights, and any claim of product liability, failure to conform to law, or violation of consumer protection law.
You represent that you are not located in a country subject to a U.S. Government embargo or designated as terrorist-supporting, and are not on any U.S. Government list of prohibited or restricted parties.
You must comply with the applicable app store’s own terms of service.
Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you as a user of the application.

10. Intellectual Property

We and our licensors retain all rights in the Service, including software, interfaces, documentation, trademarks, and design. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription term. Any feedback you provide may be used by us without obligation or compensation.

11. Confidentiality

Each party will protect the other’s non-public information disclosed in connection with the Service with at least reasonable care, and will use it only to perform under these Terms. This does not apply to information that is public, independently developed, rightfully received from a third party, or required to be disclosed by law.

12. Service Availability and Support

We aim for high availability but do not guarantee uninterrupted service unless a separate service level agreement applies to your plan. Scheduled maintenance will be announced in advance where practical. Support is provided as described at https://getsitekeep.com/support.

Section 7 of the Refund Policy sets out the credit available for a defect or extended outage that materially prevents you from using the Service, and is an exception to this section.

13. Disclaimers

EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE ERROR-FREE, SECURE, OR UNINTERRUPTED, OR THAT AI-GENERATED OUTPUT WILL BE ACCURATE.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, OR DATA.

OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID US FOR THE SERVICE IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

Our obligations under Section 15.2 are subject to a separate aggregate cap of two (2) times those amounts, and are not otherwise excluded from the limits above.

A party’s liability for breach of Section 11 (Confidentiality) is subject to the same separate aggregate cap of two (2) times those amounts.

These limits do not apply to your obligation to pay fees, to your obligations under Section 15.1, or to liability that cannot be limited by law.

15. Indemnification

15.1 By you. You will defend and indemnify us against third-party claims arising from your Customer Data, your operation of the public request portal, your violation of these Terms, or your unlawful use of the Service.

15.2 By us. We will defend and indemnify you against third-party claims that the Service, as provided by us and used in accordance with these Terms, infringes that party’s patent, copyright, or trademark rights.

This obligation does not apply to a claim arising from Customer Data; your modifications to the Service; its combination with anything we did not supply; your continued use after we have asked you to stop; use in breach of these Terms; or use of a free trial, evaluation, or beta feature.

If the Service becomes, or we believe it may become, the subject of such a claim, we may at our option procure the right for you to continue using it, modify or replace it so that it is non-infringing, or terminate the affected subscription and refund prepaid, unused fees. Section 15.2 and this paragraph state our entire liability and your exclusive remedy for any claim of intellectual property infringement.

15.3 Procedure. The party seeking indemnity must give the other prompt written notice of the claim, allow it sole control of the defense and settlement, and provide reasonable cooperation at the indemnifying party’s expense. The indemnifying party may not settle a claim in a way that admits fault by, or imposes an obligation on, the indemnified party without that party’s consent, which will not be unreasonably withheld. The indemnified party may participate with its own counsel at its own expense. Delay in giving notice reduces the indemnifying party’s obligations only to the extent it is prejudiced by the delay.

16. Term and Termination

These Terms remain in effect while you have an active account.

You may cancel at any time from your account settings. Cancellation takes effect at the end of the current billing period.
We may suspend or terminate for material breach if not cured within 15 days of notice, or immediately for non-payment, unlawful use, a chargeback filed without first contacting us, or a security risk.

On cancellation: your organization moves to the free plan at the end of the period you have paid for. You keep your Customer Data and you keep access to it, within the free plan’s limits. Paid features stop, and if you have more members than the free plan allows you will need to deactivate some before you can invite anyone new. We do not delete your Customer Data because you stopped paying.

On termination by us for one of the reasons above, access ends and you may export your Customer Data for 30 days afterward. After that window we will delete it in accordance with our Privacy Policy, subject to the audit records, deletion markers, backup retention cycles, and legal obligations described in Section 9 of that policy.

Deleting your organization is a separate act, and only you can start it. An organization owner may ask us to delete everything at any time; Section 9 of the Privacy Policy describes the hold, what is removed, and what is kept. Nothing else triggers deletion. Copies held on mobile devices are removed when each device signs out or the application is removed.

Sections 5 (ownership and copies held on devices), 9, 10, 11, 13, 14, 15, 18, 19, and 20 survive termination, as does your obligation under Section 4 to pay fees accrued before it.

17. Changes to These Terms

We may update these Terms. For material changes, we will provide at least 30 days’ notice by email or in-product notice. Continued use after the effective date constitutes acceptance. If you object, you may cancel and receive a prorated refund of prepaid, unused fees.

18. Governing Law and Disputes

Subject to Section 19, these Terms are governed by the laws of India, without regard to conflict-of-law rules. The parties submit to the exclusive jurisdiction of the courts at Bengaluru, India. To the extent permitted by law, each party waives any right to bring or participate in a class, collective, or representative action.

19. Public Sector Customers

If you are a government body, public school district, or other public entity, and the law that governs you prohibits you from agreeing to Section 15.1, to the governing law, venue, jury waiver, or class action waiver in Section 18, or to automatic renewal under Section 4, those provisions apply only to the extent that law permits. Contact [email protected] and we will offer a public-sector addendum in their place.

20. General

Assignment. You may not assign these Terms without our consent, except to a successor in a merger or sale of substantially all assets. We may assign freely. Force majeure. Neither party is liable for delays caused by events beyond its reasonable control. Severability. If any provision is unenforceable, the rest remains in effect. No waiver. A failure to enforce a provision is not a waiver of it. Entire agreement. These Terms, together with the Privacy Policy, the Refund Policy, and any Data Processing Agreement or written addendum signed by both parties, are the entire agreement between the parties regarding the Service. In the event of conflict, a signed addendum controls, then the Data Processing Agreement, then these Terms, then the Privacy Policy and Refund Policy. Notices. Legal notices to us: [email protected] and 2nd Floor, No. 17, 7th Main Road, Bengaluru, Bengaluru Urban, Karnataka 560038, India. Notices to you: the email on your account.

Contact: [email protected] · Tilak Kumar G, sole proprietor trading as TurtleByte · 2nd Floor, No. 17, 7th Main Road, Bengaluru, Bengaluru Urban, Karnataka 560038, India · GSTIN 29BINPT2390C1ZW