Terms of Service | SpringFire

1. Acceptance of Terms

By accessing or using the SpringFire platform ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not access or use the Service.

These Terms constitute a legally binding agreement between you — the individual or organisation accessing the Service — and Spring Fire Pty Ltd ("we", "us", "our", or "SpringFire"), the entity that develops, operates, and provides the SpringFire platform.

1.1 Who these Terms apply to

Providers — organisations that subscribe to SpringFire and manage their operations through the platform
Staff — individuals granted access to perform operational roles
Members — clients, participants, or service recipients whose records are managed within the platform by a Provider
Public users — individuals who interact with public-facing SpringFire features such as booking forms, intake forms, and service directories

1.2 Consent capture

Your acceptance of these Terms is recorded electronically within the platform. By clicking "I accept", submitting a public form with a consent checkbox, or activating your account via an activation link, you consent to these Terms and to the collection and use of your information as described in our Privacy Policy. Consent records include the Terms version accepted, a timestamp, your IP address, user agent, and the method of consent.

2. Definitions

Account — a registered user account on the platform, authenticated by username and password
Activation — the process of setting a password and accepting current policies via a time-limited activation link
Content — all data, text, documents, images, and files uploaded to or created within the Service
Member — a client, participant, or service recipient whose information is managed within a Provider's tenant
Platform — the SpringFire web application, mobile application (iOS and Android), and associated APIs collectively
Provider — an organisation that subscribes to the SpringFire Service
Provider Tenant — the isolated data environment allocated to a single Provider
Service — the SpringFire SaaS platform and all associated features, tools, and support provided under a subscription
Staff — an individual granted access to a Provider's tenant to perform operational tasks
Subscription — a recurring agreement to access SpringFire under specified plan terms and pricing
User — any individual who accesses or interacts with the Service in any capacity

3. About SpringFire

SpringFire is a multi-tenant software-as-a-service (SaaS) platform designed for care and service providers. The platform provides tools for:

Scheduling and rostering — shift management, recurring schedules, conflict detection, calendar views
Member management — client/participant records, contacts, notes
Flows engine — customisable multi-step workflows with actions, tasks, and notifications
Forms engine — dynamic form builder with 12 field types, conditional logic, and multi-entity binding
Bookings — online booking system integrated with provider availability and services
Communications — email and SMS messaging (transactional and marketing)
Document management — secure file storage and sharing
Billing and invoicing — service billing, invoicing, and financial reporting
AI-assisted tools — form and workflow template generation from natural language prompts
Mobile companion app — native mobile experience for staff (iOS, Android)

4. Account registration and access

4.1 Provider registration

To use the Service as a Provider, you must create an organisation account and subscribe to a plan. You represent and warrant that you have the authority to bind your organisation to these Terms, the information you provide is accurate and complete, and you hold a valid Australian Business Number (ABN) if required by your plan.

4.2 Account creation and activation

Provider administrators create accounts for staff and members within their tenant. New accounts are created in an inactive state and must be activated via a unique, single-use activation link valid for 30 days. Upon activation, the user sets their password and accepts the Provider's current privacy policy and terms of service. Initial consent is recorded automatically.

4.3 Account security

You are responsible for maintaining the confidentiality of your credentials, all activities under your account, and notifying your Provider or SpringFire immediately if you suspect unauthorised access. Security features we provide include multi-factor authentication, account lockout after 5 failed attempts, HttpOnly secure session cookies, and audit logging of all significant actions.

4.4 Role-based access control

Access to features and data within the platform is governed by role-based access controls (RBAC). Providers configure access levels that define which areas of the platform each user can see and interact with.

5. Subscription plans and billing

5.1 Plan structure

SpringFire offers a Core Plan (the base subscription providing access to the platform with its full feature set) and usage-based add-ons such as SMS credits and AI voice calling minutes.

5.2 Free trial

New Providers may be eligible for a 14-day free trial of the Service. During the trial: full access to subscribed plan features is provided; no payment is required; at the end of the trial a paid subscription is required to continue; if you do not subscribe, your access will be restricted.

5.3 Pricing and currency

All prices are quoted and charged in Australian Dollars (AUD) and are exclusive of GST unless expressly stated otherwise. Where GST applies, it is added to the quoted price at the time of each charge, and the GST-inclusive total is shown to you before you commit to a purchase. A tax invoice showing the GST amount is issued for each charge.

5.4 Billing and payment

Subscriptions are billed on a recurring basis (monthly, biannually, or annually as specified in your plan). Payments are processed securely via Stripe. We store only the last four digits, card type, and expiry date of your payment method — full card details are never stored on our servers.

5.5 SMS credits

SMS messaging within the platform requires pre-purchased SMS credits, purchased through the platform via Stripe. SMS credit pricing and usage are visible in your account settings.

5.6 Refund policy

Subscription fees are non-refundable once charged for the current billing period. If you cancel, you retain access to the Service until the end of your current paid billing period. No pro-rata refunds are provided for partial billing periods.

5.7 Failed payments

If a scheduled payment fails, we will attempt to process the payment again according to Stripe's retry schedule. You will be notified of the failed payment. Continued failure to pay may result in suspension or termination of your subscription (see Section 12).

5.8 Changes to pricing and billing terms

We reserve the right to change our list prices, charges, fees, and billing terms at any time. For existing subscriptions, we will give you at least 30 days' advance notice (by email or in-platform notification) before a price or billing change takes effect, and the change will apply from your next billing period — it will not retroactively affect the current paid period. If you do not agree to a change, you may cancel before it takes effect (see Section 12). Continued use after the change takes effect constitutes acceptance of the new pricing and billing terms.

5.9 AI voice calling

AI voice calling is an optional add-on to the Core Plan. While active it provides a dedicated phone number and an AI calling agent; the billing period is aligned to your Core Plan's period, and the number is released when the add-on ends or is cancelled.

Each add-on billing cycle includes an allowance of calling minutes (currently 30 minutes; the amount applicable to your account is shown in your account settings). This allowance:

is consumed before any credits you have purchased, so included minutes are never left unused while paid credits are spent;
does not roll over — any unused portion expires at the end of that billing cycle and is not refunded, credited or carried forward; and
is granted afresh at the start of each cycle for as long as the add-on remains active. It is not granted, and any remaining balance is forfeited, once the add-on is cancelled, expires or is otherwise no longer active.

Calling beyond the included allowance requires pre-purchased calling credits, bought through the platform via Stripe. Unlike the included allowance, purchased credits do not expire and remain available on your account if you cancel the add-on. Purchased credits are non-refundable and have no cash value.

Calls are metered in whole minutes, rounded up — a call of any part of a minute is charged as a full minute. Current per-minute rates and credit pack pricing are displayed in your account settings before purchase, and may be varied in accordance with clause 5.8.

AI voice calling is delivered using a third-party provider. The associated data handling, including overseas processing, is disclosed in our Privacy Policy.

Calls to your own staff. Where you enable the AI calling agent to contact your own staff about their rostered work (for example, clock-in reminders), you are responsible, as their employer, for informing them that automated calls may be made to the mobile number on their staff record, and for any limits you set on when those calls are placed. These calls are operational workplace communications, and the calling minutes are metered in the same way as any other AI call.

6. Acceptable use

6.1 Permitted use

You may use the Service only for its intended purpose — managing your organisation's operations, staff, members, schedules, communications, and related business functions in a lawful manner.

6.2 Prohibited conduct

You agree not to:

Use the Service for any unlawful purpose or in violation of any applicable laws or regulations
Access another Provider's tenant data or attempt to circumvent multi-tenancy boundaries
Attempt to gain unauthorised access to any part of the Service
Upload content that is defamatory, obscene, threatening, abusive, or that infringes third-party intellectual property rights
Use the Service to send unsolicited bulk communications (spam)
Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code
Introduce malicious code, viruses, or any software designed to disrupt or damage any system
Interfere with or disrupt the integrity or performance of the Service
Use AI-assisted features to generate content that is harmful, misleading, or discriminatory
Resell, sublicense, or redistribute access to the Service without our prior written consent
Exceed reasonable usage limits that would degrade the Service for other users
Misuse member or participant data in violation of the NDIS Quality and Safeguards Framework or applicable privacy and disability legislation

6.3 Enforcement

We reserve the right to investigate and take appropriate action against any user who violates these Terms, including suspending or terminating access, removing content, and reporting violations to law enforcement authorities.

7. Data and privacy

7.1 Privacy Policy

Your use of the Service is governed by our Privacy Policy, which describes how we collect, use, disclose, and protect your personal information. The Privacy Policy is incorporated into these Terms by reference.

7.2 Data ownership

Provider Content: All data entered into or generated within a Provider's tenant is owned by the Provider
Platform Data: Aggregated, anonymised, and de-identified usage data may be used by SpringFire to improve the Service and produce aggregate analytics, provided such data does not identify any individual or Provider
User-Generated Content: Content you create or upload remains your intellectual property, subject to the licence granted in Section 8.3

7.3 Multi-tenancy and data isolation

SpringFire operates a multi-tenant architecture where each Provider's data is logically isolated. Every database query is filtered by Provider ID. No Provider can access, view, or modify another Provider's data. Administrative actions are scoped to the authenticated Provider's tenant.

7.4 Data processing

SpringFire processes your data as a data processor on behalf of the Provider (who is the data controller). Data may be transmitted to and processed by our sub-processors as described in our Privacy Policy. We implement appropriate technical and organisational safeguards.

Generative-AI processing — including form and workflow template generation, document scanning, and invoice/receipt extraction — is performed by AWS Bedrock (running Anthropic Claude models) hosted in the Sydney region (ap-southeast-2). AI inference occurs entirely within Australian data centres.

7.5 Consent management

SpringFire provides built-in consent management features: version-tracked acceptance, re-consent prompts when policies update, withdrawal support with full audit trail, marketing opt-in/opt-out management, and consent history viewable by users and administrators.

7.6 Data retention and deletion

Data retention policies are described in our Privacy Policy. Providers can configure retention periods. Account deletion requests are supported with cascade deletion. Certain data (audit logs, timesheets, booking records) is retained indefinitely for regulatory compliance. Upon termination, Provider data will be retained for 90 days before being securely deleted.

7.7 Data residency

All SpringFire primary data — database storage, file uploads, and generative-AI processing — is hosted within Australia. From 23 May 2026, all generative-AI processing performed by the Service (form/flow generation, document scanning, invoice and receipt extraction, prompt refinement, website setup) occurs in Australian AWS data centres via AWS Bedrock (Anthropic Claude models, Sydney and Melbourne regions). We do not transfer your prompts, uploaded documents, or other generative-AI inputs outside Australia.

Limited cross-border transfer continues for the other sub-processors disclosed in our Privacy Policy, including — where a Provider has opted in — the AI voice calling integration with Retell AI, which is hosted in the United States. The full list of sub-processors and the jurisdictions in which they operate is published in Section 5.1 of our Privacy Policy.

8. Intellectual property

8.1 SpringFire intellectual property

The Service, including all software, code, design, user interfaces, trademarks, logos, documentation, and underlying technology, is the exclusive property of Spring Fire Pty Ltd and is protected by Australian and international intellectual property laws.

Your subscription grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for its intended purpose during the term of your subscription. This licence does not convey any ownership rights.

8.2 Restrictions

You may not copy, modify, adapt, or create derivative works; use SpringFire trademarks or branding without written consent; remove or alter any proprietary notices; or frame or mirror any part of the Service on another website.

8.3 User content licence

By uploading, submitting, or creating content within the Service, you grant SpringFire a limited, non-exclusive, worldwide licence to host, store, display, and process your content solely for the purpose of providing and improving the Service. This licence continues for the duration of your subscription and a reasonable period thereafter for retention and backup purposes, does not grant us ownership, and does not permit sharing with other Providers or third parties (except sub-processors).

8.4 AI-generated content

Content generated by SpringFire's AI-assisted features is provided for your use within the platform. AI generation is powered by Anthropic Claude models running on AWS Bedrock in the Sydney region; see our Privacy Policy for processing details. You may freely use, modify, and build upon AI-generated templates. SpringFire does not claim intellectual property rights over AI-generated content created at your direction. AI output is generated from probabilistic models and is provided on an "as is" basis without warranty of accuracy, completeness, or fitness for a particular purpose — review and edit AI-generated content before relying on it.

8.5 Feedback

If you provide suggestions, ideas, or feedback about the Service ("Feedback"), you grant SpringFire an unrestricted, irrevocable, perpetual, royalty-free licence to use, modify, and incorporate such Feedback into the Service.

9. Service availability and support

9.1 Service availability

We strive to maintain high availability but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to scheduled maintenance (with reasonable advance notice where possible), unscheduled maintenance for security vulnerabilities or critical issues, or circumstances beyond our reasonable control (see Section 15.2).

9.2 Service level

While we aim to provide reliable, high-quality service, we do not offer a formal Service Level Agreement with guaranteed uptime percentages unless separately agreed in writing. We monitor platform health continuously and prioritise security patches and critical bug fixes.

9.3 Support

Support is provided via email and within-platform communication channels. Response times vary based on the nature and severity of the issue. Provider administrators are the primary point of contact for their staff and member users.

9.4 Modifications to the Service

We reserve the right to modify, update, or discontinue any feature or aspect of the Service at any time. We will endeavour to provide reasonable notice of material changes that may affect your use.

10. Limitation of liability

10.1 Disclaimer of warranties

To the maximum extent permitted by law, the Service is provided on an "as is" and "as available" basis. We disclaim all warranties, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, non-infringement, uninterrupted/error-free/secure operation, and accuracy/reliability/completeness of content.

Nothing in these Terms excludes or limits any rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot be excluded or limited by contract.

10.2 Limitation of liability

To the maximum extent permitted by applicable law:

Our total aggregate liability for all claims arising out of or relating to these Terms or the Service shall not exceed the amount you have paid to us in the twelve (12) months immediately preceding the event giving rise to the claim.
In no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, business opportunities, or goodwill, even if we have been advised of the possibility of such damages.

10.3 Essential purpose

The limitations in this Section apply regardless of the form of action, whether in contract, tort (including negligence), strict liability, or otherwise, and shall survive termination of these Terms.

11. Indemnification

You agree to indemnify, defend, and hold harmless Spring Fire Pty Ltd, its officers, directors, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of your use of the Service in violation of these Terms, your breach of any applicable law, content you upload that infringes third-party rights, your negligent or wilful misconduct, or any third-party claim arising from your Provider's handling of personal information within the platform. This obligation survives termination.

12. Termination and suspension

12.1 Termination by Provider

Providers may cancel their subscription at any time through account settings. Access continues until the end of the current paid billing period. No pro-rata refund is provided.

12.2 Termination by SpringFire

We may terminate or suspend access immediately, without prior notice, if you materially breach these Terms, threaten the security or integrity of the Service, fail to pay after reasonable notice, or we are required to do so by law.

12.3 Suspension

We reserve the right to temporarily suspend access if we detect or suspect unauthorised activity, your actions risk harm to the Service or other users, or we need to perform emergency maintenance. We will endeavour to notify you promptly.

12.4 Effect of termination

Upon termination: your right to access the Service ceases; we retain Provider data for 90 days to allow for data export requests; after 90 days, data is securely deleted unless retention is required by law; provisions that by their nature should survive termination will continue in effect, including Sections 7, 8, 10, 11, 13, and 15.

13. Dispute resolution

13.1 Governing law

These Terms are governed by and construed in accordance with the laws of the State of Queensland, Australia, without regard to its conflict of laws principles.

13.2 Informal resolution

Before initiating formal legal proceedings, you agree to first attempt to resolve any dispute informally by contacting us at support@springfire.com.au. We will endeavour to resolve disputes within 30 days of receiving your written notice.

13.3 Mediation

If informal resolution is unsuccessful, either party may refer the dispute to mediation administered by the Resolution Institute (or its successor body) in accordance with its mediation rules. Mediation will be held in Brisbane, Queensland, unless otherwise agreed.

13.4 Jurisdiction

Subject to the mediation process above, you agree to submit to the exclusive jurisdiction of the courts of the State of Queensland, Australia and the Federal Court of Australia sitting in Brisbane.

13.5 Class action waiver

To the maximum extent permitted by law, any legal proceedings relating to these Terms or the Service will be conducted only on an individual basis and not in a class, consolidated, or representative action.

14. Changes to these Terms

We may update these Terms from time to time to reflect changes in our Service, legal requirements, or business practices. The effective date will be updated and material changes will be communicated via email or in-platform notification. Continued use after the effective date constitutes acceptance of the changes. If you do not agree, you must stop using the Service and may cancel your subscription.

15. General provisions

15.1 Entire agreement

These Terms, together with our Privacy Policy and any applicable subscription agreement, constitute the entire agreement between you and Spring Fire Pty Ltd regarding the Service.

15.2 Force majeure

We shall not be liable for any failure or delay arising from circumstances beyond our reasonable control, including natural disasters, pandemics, acts of government, telecommunications failures, cyberattacks, or failures of third-party service providers.

15.3 Severability

If any provision of these Terms is found invalid, illegal, or unenforceable, the remaining provisions shall continue in full force. The invalid provision shall be modified to the minimum extent necessary to make it valid while preserving its original intent.

15.4 Waiver

No failure or delay in exercising any right under these Terms shall constitute a waiver. A waiver of any breach shall not constitute a waiver of any subsequent breach.

15.5 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.

15.6 Notices

Notices to you will be delivered via the email address associated with your account, or through in-platform notifications. Notices to us should be sent to the contact details in Section 16.

15.7 Relationship of parties

Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship. You are an independent user of the Service.

15.8 Third-party beneficiaries

These Terms do not confer any rights on any third party. No person other than you and Spring Fire Pty Ltd may enforce any provision.

16. Contact us

For questions, concerns, or notices relating to these Terms of Service:

Spring Fire Pty Ltd
Legal: support@springfire.com.au
Privacy: support@springfire.com.au
Support: support@springfire.com.au
Website: https://springfire.com.au