Terms of service

HelloRoute (also referred to as we or us) provides software and related services such as routing, dispatch, dashboards, integrations, APIs, messaging templates, analytics, tracking links, driver-capable interfaces, and professional onboarding (collectively, the Services).

Customer is the legal entity named on your order. Users are people Customer allows to sign in. Customer is responsible for Users’ compliance with these Terms.

If an order form, master agreement, or data processing addendum conflicts with this page on a specific point, the signed document controls for that point only.

Customer will use the Services only for lawful delivery and field-operations purposes and will not:

• attempt to probe, disrupt, or bypass security, rate limits, or isolation between tenants;
• upload unlawful, infringing, or malicious content—including malware hidden inside import files;
• misuse tracking links or customer messaging channels to harass end recipients;
• scrape bulk data from the product without written consent, or reverse engineer our software except where applicable law forbids such a restriction;
• use the Services in violation of sanctions, export control, or bribery laws.

We may suspend access that creates risk to the platform or other customers, reasonably appears unlawful, or breaches these Terms—usually after notice and a cure period for non-emergency situations.

Fees, billing rhythm, pilots, ramps, geography, rollout phases, currencies, invoicing contacts, taxation treatment, and any custom commercial terms appear on your quote or order. Unless agreed otherwise in writing, subscription fees are non-refundable once the subscription period has started, subject to mandatory consumer rules that do not apply to corporate purchasers.

You are responsible for taxes we are not required to collect directly. Late payments may accrue interest or trigger suspension as described in your order.

Customer data—stops, routes, messages you configure, driver telemetry you enable, and similar operational content—belongs to Customer. To run the Services we need a license to host, process, back up, display to authorized Users, and generate aggregated or de-identified statistics that do not identify individuals or Customer in the output.

Customer represents that it has the rights and, where required, consents to submit personal data it loads into HelloRoute. Details on categories of data, subprocessors, transfers, retention, and individual rights frameworks are summarized in our Privacy policy and—where executed—your data processing agreement.

HelloRoute owns the Services, branding, templates, UX, integrations we provide generally, benchmarking methodology, and documentation—notwithstanding open-source notices for third-party components. Customer gains a limited, non-exclusive right to use the Services during the subscription. No ownership transfer occurs.

Feedback you voluntarily provide may be incorporated into the product without royalty, unless a separate agreement states otherwise.

Each party will protect the other’s confidential information with reasonable care and use it only for the relationship. Confidentiality obligations survive termination for a reasonable period (typically three years) except for trade secrets, which remain protected while they qualify as such.

We warrant that we will provide the Services materially as described in order documentation and will use commercially reasonable efforts consistent with SaaS norms. Aside from commitments expressly spelled out there (such as SLA attachments when purchased), Services are provided “as available.”

Except where prohibited by applicable law governing business purchasers, HelloRoute disclaims implied warranties including implied merchantability, fitness for a particular purpose, and non-infringement beyond our ownership of HelloRoute-delivered IP.

Routing outputs depend on the quality of upstream data (addresses, constraints, integrations) and on external factors ( roads, closures, congestion). Customer remains responsible for safe operations, compliance with transport regulation, and decisions planners and dispatch take using the Services.

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, punitive, or exemplary damages—lost profits included—or for loss unrelated to breach.

Except for payment obligations, either party’s aggregate liability arising out of these Terms or the Services in any twelve-month period is limited to fees paid by Customer for the Services giving rise to the claim during that period ( excluding amounts paid under separate professional services engagements unless the claim arose therefrom). Some compulsory rules may not permit these limits; those rules apply despite this section.

Customer will defend and indemnify HelloRoute against third-party claims arising from Customer data, Customer integrations, misuse of messaging or tracking flows, unlawful route instructions Customer issues, or violation of these Terms by Customer or its Users—subject to HelloRoute promptly notifying Customer and cooperating in defense where reasonable.

Subscriptions run for the term on your order. Either party may terminate for uncured material breach after written notice when cured periods are spelled out—or immediately when required by law or when continued use presents material security harm and cannot be cured quickly.

On termination, Customer’s license ends and Customer should export operational data promptly using product tools export or professional services reasonably available. Sections that by nature should survive (fees accrued, confidentiality, limiting liability to the extent valid, indemnity carve-outs mandated by statute) survive.

We may update these Terms for clarity, regulation, security, or new features by posting revisions with a new Effective / Last updated date and—where materially adverse—giving reasonable advance notice to subscription administrators unless immediate change is legally required or addresses active abuse.

• These Terms plus your order constitute the integration baseline for SaaS procurement unless a fuller master agreement supersedes in writing.
• Assignment is not permitted without consent except reorganizations assigning substantially all assets; HelloRoute may assign to an affiliate or successor.
• Notices loop through Customer billing contacts captured in onboarding and through our contact channel published on our website.
• No strict third-party beneficiaries except where privacy law dictates.
• Governing language is English; translations are courtesy only.
• Neither party relies on undocumented oral sales promises overriding written commercial terms.

These Terms are governed by the federal laws of the United Arab Emirates, without regard to conflict-of-law principles, exclusive jurisdiction in the courts of Abu Dhabi unless we agree in writing to arbitration or another forum in your order. Temporary injunctive relief may be sought wherever assets or evidence sit.

For operational questions—including pricing, pilots, onboarding, integrations, escalations—not legal interpretation alone, email support@helloroute.me or use Contact us.