Terms of Service

Last updated: October 24, 2026

In short: RouteWren is a tool. You own and are responsible for the information you put in it and for every message you send with it. You must follow the law, including anti-spam and privacy law, when you contact people. RouteWren is not affiliated with httpSMS, Twilio or any other provider you connect, and their fees are separate. The service is provided "as is", and our liability is limited as set out below. The full terms follow and are what apply.

1. Agreement

These Terms of Service ("Terms") are an agreement between you and RouteWren ("RouteWren", "we", "us") about your use of the RouteWren website, web app and related services (the "Service"). By creating an account, ticking the box at sign-up, or using the Service, you agree to these Terms and to our Privacy Policy. If you use the Service for a business, you agree on its behalf and confirm you have authority to do so; "you" then includes that business. If you don't agree, don't use the Service.

2. Who may use RouteWren

• You must be at least 18 and able to form a binding contract.
• The Service is for professional and business use: planning visits and contacting people about appointments.
• You must give accurate account information and keep it current.

3. Your account

You are responsible for your account, for keeping your password confidential, and for everything done under your account. Tell us promptly at support@routewren.com if you think your account has been accessed without permission. Accounts are for one person or business and may not be shared or resold.

4. Free trial

New accounts get a 14-day free trial with all features and no stop limit. No payment card is required. When the trial ends, your data stays viewable but you can't schedule new stops or send texts until you choose a paid plan. We may change or end trial offers for new sign-ups at any time, and may limit trials to one per person or business.

5. Plans, billing and cancellation

• Plans. Paid plans differ only in how many stops you can put on routes per calendar month, as described on our pricing page. A stop counts once per month when it is first put on a route dated in that month.
• Payment. Plans are billed in advance, monthly or yearly, in Canadian dollars, by our payment processor Stripe. You authorize recurring charges to your payment method until you cancel. We never see or store your full card number.
• Taxes. Prices exclude taxes. Applicable taxes, such as GST/HST, are added where required.
• Renewal and cancellation. Plans renew automatically. You can cancel at any time in Settings > Manage billing; your plan stays active until the end of the period already paid for and then does not renew.
• Refunds. Fees are non-refundable, including for partial periods, unused stops or downgrades, except where the law requires a refund.
• Failed payments. If a payment fails, we may limit the Service to read-only until it is paid.
• Price changes. We may change prices with at least 30 days' notice by email or in the app. Changes take effect at your next renewal; you can cancel before then.

6. Third-party services (httpSMS, Twilio and others)

The Service can work with services we do not own or control, including httpSMS and Twilio (to send texts), Google Maps Platform (addresses, maps and drive times), Stripe (payments) and Cloudflare (hosting).

• No affiliation. RouteWren is not affiliated with, endorsed by, sponsored by or a partner of httpSMS, Twilio, Google or Stripe. Their names are used only to describe how the Service can connect to them.
• Your own accounts and costs. If you choose httpSMS or Twilio, you open and maintain your own account with them, accept their terms, and pay them directly. Their fees, and any mobile carrier charges, are your responsibility and are in addition to your RouteWren plan.
• No responsibility for them. We are not responsible for third-party services, including their availability, pricing, data handling, message delivery, delays, filtering or blocking by carriers, or changes to how they work. A third-party service changing or stopping may affect features of RouteWren.
• Test before you rely on it. Because automatic texting depends on these services, which we cannot control or guarantee, you agree to set up and test automatic texting (for example with the in-app test text) during your free trial and before buying a plan. Plan fees are not refunded because a third-party texting service does not work for you, except where the law requires it.
• Your credentials. If you give RouteWren API keys or tokens for those services, you authorize us to use them to act on your instructions (for example, to send the texts you ask to send). You can remove them at any time.

7. Your data and your responsibilities

• You own your data. The information you put into RouteWren, such as names, addresses, phone numbers, notes and messages ("Your Data"), belongs to you. You give us permission to store, process and transmit it only as needed to provide the Service to you, including sending it to the providers you choose.
• You are responsible for it. You are solely responsible for Your Data: its accuracy and legality, and for having every right, permission and consent needed to collect it, store it in RouteWren and use it to contact people. This includes obtaining any consent your customers' privacy laws require.
• Our role. For your customers' information, we act only as a service provider processing it on your behalf. You decide what is entered and how it is used.
• Keep your own copies. The Service is not a backup system. You are responsible for keeping copies of information you need.
• Sensitive information. Do not enter health records, government ID numbers, financial account numbers or other sensitive personal information beyond what an appointment genuinely requires.

8. Texting and messaging rules

RouteWren is for planning routes and texting people about appointments you have with them. It is not a mass-texting, marketing or lead-generation tool. You may not use it to text sales leads, purchased or scraped lists, cold prospects, or anyone you don't have a real visit or service arrangement with, or to send advertising or promotional messages.

You are the sender of every message you send with RouteWren, whatever texting option you use, and you are solely responsible for those messages and for complying with all laws that apply to them. These include Canada's Anti-Spam Legislation (CASL), the Personal Information Protection and Electronic Documents Act (PIPEDA) and provincial privacy laws, the US Telephone Consumer Protection Act (TCPA) and similar laws wherever your recipients are, as well as the rules of mobile carriers and of the texting provider you use. In particular, you agree to:

• only text people who have given you their number and permission to be contacted about the visit or service you are texting about;
• use RouteWren for appointment and service messages, not for advertising, marketing or bulk promotional messages unless you have the express consent the law requires;
• clearly identify yourself and your business, and keep messages accurate, honest and not misleading;
• honour every request to stop being contacted (such as a reply of "STOP") promptly and stop texting that person;
• text at reasonable local times and at reasonable frequency; and
• complete any sender registration your texting provider or carriers require (for example, business messaging registration with Twilio).

Automatic safeguards. To keep RouteWren an appointment tool, it applies limits that we may change at any time, including: appointment templates must include the visit's date and time; texts can only go to stops on a route or already in a conversation with you; automatic texts are paused overnight (9 PM to 8 AM in your time zone); daily limits apply per account and per phone number; and numbers that reply STOP (or a similar word) are not texted again unless they reply START. These safeguards do not make your messages compliant with the law; that remains your responsibility. We may suspend or close accounts that try to get around them or that we reasonably believe are used for spam.

9. Acceptable use

You must not use the Service to:

• break any law or regulation, or infringe anyone's rights, including privacy and intellectual property rights;
• send spam, harass, threaten, stalk or intimidate anyone, or send abusive, hateful, deceptive or fraudulent messages;
• collect or use personal information without a lawful basis;
• impersonate anyone or misrepresent who you are;
• interfere with, disrupt, overload, probe or attempt to gain unauthorized access to the Service, other accounts or our providers;
• copy, resell, reverse engineer or build a competing product from the Service, except as the law expressly allows; or
• use automated means to access the Service other than features we provide.

We may investigate suspected misuse and may suspend or remove content or accounts that we reasonably believe breach these Terms or put others at risk.

10. Driving and safety

Do not use the Service while driving. Routes, drive times, visit times and locations are estimates based on third-party data and may be wrong or out of date. Always follow traffic laws and use your own judgment about routes, timing, locations and personal safety.

11. Changes and availability

We work to keep RouteWren available and secure, but we do not promise it will be uninterrupted, error-free or available at any particular time. We may change, add or remove features, carry out maintenance, or discontinue the Service. If we discontinue the Service entirely, we will give reasonable notice where possible and refund any prepaid fees for the unused period.

12. Disclaimer of warranties

To the fullest extent permitted by law, the Service is provided "as is" and "as available", without warranties of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, accuracy, non-infringement, or that messages will be delivered, read or received on time. You use the Service at your own risk.

13. Limitation of liability

To the fullest extent permitted by law:

• RouteWren and its owners, employees and suppliers will not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, business, goodwill or data, however caused, even if advised of the possibility;
• we are not liable for Your Data, its accuracy, or its loss or disclosure resulting from your actions, your devices, your credentials, or third-party services; for missed, late, cancelled or double-booked appointments; for messages that are undelivered, delayed, misdirected or filtered; for charges from third-party providers or carriers; or for any claim, fine or penalty arising from messages you send or information you collect or use; and
• our total liability for all claims relating to the Service is limited to the greater of (a) the amounts you paid us for the Service in the 12 months before the event giving rise to the claim, and (b) CAD $100.

Some jurisdictions do not allow certain limitations, so some of these may not apply to you; in that case our liability is limited to the smallest amount the law permits.

14. Indemnity

You agree to defend, indemnify and hold harmless RouteWren and its owners, employees and suppliers from any claims, damages, fines, penalties, losses and expenses (including reasonable legal fees) arising from Your Data, the messages you send, your use of the Service, your use of third-party services through it, or your breach of these Terms or of any law.

15. Suspension and termination

You can stop using the Service and delete your account at any time in Settings. We may suspend or end your access, with or without notice, if you breach these Terms, if required by law, if your use creates risk or legal exposure for us or others, or if your account is unpaid. Sections that by their nature should survive termination (including 7, 8, 12, 13, 14, 16 and 18) survive.

16. Your data after you leave

When you delete your account in Settings, Your Data is deleted from the Service right away, except for limited records we must keep (such as billing records, and the date and version of these Terms you accepted). Copies in encrypted backups kept by our hosting provider expire on their normal schedule. If your account closes for another reason, we may delete Your Data after 30 days.

17. Changes to these Terms

We may update these Terms. If a change is material, we will tell you by email or in the app at least 14 days before it takes effect. Continuing to use the Service after the change takes effect means you accept it. If you don't agree, cancel and stop using the Service.

18. Governing law and disputes

These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada that apply there, without regard to conflict-of-law rules. You and we agree to the exclusive jurisdiction of the courts of the Province of British Columbia, except that either party may seek urgent injunctive relief in any court with jurisdiction. Before starting a formal dispute, please contact us so we can try to resolve it.

19. General

These Terms and the Privacy Policy are the entire agreement between you and us about the Service. If any part is found unenforceable, the rest remains in effect. Our not enforcing a right is not a waiver of it. You may not transfer your account or these Terms without our consent; we may transfer them as part of a sale, merger or reorganization of our business. We are not liable for delays or failures caused by events beyond our reasonable control. These Terms are written in English, and the English version governs.

20. Contact

RouteWren, British Columbia, Canada. Email: support@routewren.com.