Terms of service

These terms apply to repair shops that use Mend ("you"). Mend is operated by Leonardo Thé in Ontario, Canada ("we"). By creating an account you agree to them. Mend is currently offered in Canada outside Quebec and in the United States.

Your account

• The person who creates the shop is its owner and manages who has access.
• Keep sign-in details secure and tell us about any unauthorized use.
• You are responsible for what your team does in your account.

Your customers' information

• You own the information you enter about your customers. We process it for you as described in the privacy policy, and only to provide the service.
• You are responsible for having a valid reason and, where needed, consent to collect it, and for answering your customers' requests to see, correct or delete it. Mend gives you the tools to do so, including a full export and account deletion.
• Do not enter payment card numbers or health information in notes or fields.

Text messages and emails

Mend lets you send your customers updates about their own repairs, by text message and email, from Mend's shared number and email service.

• Text a customer only after they agree, and record that agreement on the ticket (the "Send updates" box when creating a ticket).
• Send only messages about the customer's own ticket, such as ticket created, ready for pickup and reminders. No promotional or marketing messages.
• Respect opt-outs. Customers can reply STOP at any time; Mend then stops texting them for your shop. If a customer asks you in person to stop, mark them as opted out.
• Follow the laws that apply to your messages, including Canada's Anti-Spam Legislation and, in the United States, the Telephone Consumer Protection Act, and the rules of our messaging providers: the Twilio Messaging Policy and the Resend Acceptable Use Policy.
• Keep your shop's name, address and phone up to date; they identify you as the sender. They are shown on your shop's public contact page, which Mend links from the first text each customer receives. Texts can't be sent until both are filled in.

Text message program terms (for your customers)

• Program: repair-status text messages from the shop that holds your item, sent through Mend.
• You receive them only after agreeing to updates when your ticket is created.
• Message frequency varies with your repair, usually a few messages per ticket.
• Message and data rates may apply.
• Reply STOP to opt out. Reply HELP for help, or contact the shop or us (below).
• Carriers are not liable for delayed or undelivered messages.

Acceptable use

Do not use Mend to break the law, to send spam, to harass anyone, to access other shops' data, or to disrupt or reverse-engineer the service.

The service

Mend is provided "as is" while it is in early access. We work to keep it available and your data safe, but we do not guarantee it will be uninterrupted or error-free. To the extent the law allows, we are not liable for indirect or consequential losses, and our total liability is limited to the amount you paid us in the 12 months before the claim.

Ending your use

You can export your data and delete your shop at any time from Settings. We may suspend accounts that break these terms, with notice where reasonable.

Changes and law

We will post changes here with a new effective date and tell shops by email about significant ones. These terms are governed by the laws of Ontario and the federal laws of Canada that apply there.

Contact

• Leonardo Thé, operating as Mend, Ontario, Canada
• Privacy officer: Leonardo Thé
• Email: to be published before launch
• Mailing address: to be published before launch