Terms of Service

1. Who this agreement is between

• "We", "us" and "PXD Software" means PXD Software Pty Ltd (ACN 703 955 104, ABN 32 703 955 104) of Victoria, Australia. We make the workshop management software Workshop Hero ("Workshop Hero").
• "You" means the business that subscribes to Workshop Hero, and "your workshop" includes the people you give access to.
• You agree to these terms when you start a free demo, start a paid subscription or click to accept them. The person accepting must be allowed to bind the business.

2. Plans and prices

• Your plan (Bronze, Silver, Gold or Platinum, and its size) sets which features you get and how many licences are included. Current plans and prices are on our website and in Workshop Hero. Plans or features marked "coming" aren't included until they're released.
• Some features need a particular plan. Texting needs a cloud plan (Silver or above). Online booking, photos, inspections, online approval and the phone app need Gold or above. Bronze runs on one computer with no cloud service.
• All prices are in Australian dollars and include GST. You get a tax invoice with every payment.
• Technician accounts are free, up to 100 per workshop. Every other staff member who signs in needs a licence.
• Some things are charged by use, on top of your plan:
  • text messages, charged for each 160-character part, including the codes your online booking page sends;
  • vehicle registration look-ups, beyond the monthly allowance included in your plan;
  • extra texting numbers, if you ask for more than the one included.
  Prices are shown in Workshop Hero before you use these, and your use is added to your next monthly invoice. Your plan's monthly look-up allowance doesn't carry over to the next month.

3. Free demo

• You can try Workshop Hero free for 14 days in two ways: set up your own workshop, or borrow one of our ready-made demo workshops. We don't ask for payment details to start either.
• Your own workshop. If you subscribe, you carry on in the same workshop with everything you've entered. If you haven't subscribed by the end of the 14 days, it becomes read-only. You can still see and export everything, and subscribing unlocks it straight away. If you still haven't subscribed 60 days after the demo ends, we delete it.
• Moving from another system. If we bring your data across from another system for you to practise on, that practice copy is replaced with a fresh import of your data when you go live.
• A borrowed demo workshop. This is a ready-made workshop full of made-up customers, vehicles and jobs, lent to you for 14 days so you can see Workshop Hero running. It's shared. When you hand it back, or when the 14 days end, everything you added is wiped and it goes back to how it started. It can't become your own workshop, and nothing in it can be kept or exported, so please don't put real customer details in it. Texts, emails and connections to Xero or suppliers are switched off. You can borrow one demo workshop per email address at a time.

4. Billing, and changes to prices

• Subscriptions are billed monthly, in advance. We send you an invoice, which shows how to pay.
• If a payment fails, we'll tell you and try again. We don't charge a failed-payment fee.
• We may change prices, including text and look-up prices, but we'll give you at least 30 days' notice by email. If you don't want to pay the new price, you can cancel before it starts and you won't pay it.

5. Cancelling

• There's no lock-in contract. You can cancel at any time in Workshop Hero (Settings, then Subscription, then Manage billing) or by emailing [email protected].
• Your subscription runs to the end of the month you've paid for, then stops. We don't refund part-months, except where the law requires it. If we end the agreement, or remove a main feature of your plan and you cancel, we refund the unused part.
• Bronze. Your records stay on your own computer and remain yours. When a Bronze subscription ends, Workshop Hero keeps working read-only on that computer, so you can open and export your records. Updates and support stop.

6. Your data

• Your data is yours. "Your data" means everything you or your staff put into Workshop Hero: customers, vehicles, job cards, quotes, invoices, payments, messages, online bookings, photos, inspection findings, your customers' approval answers, staff records and time records.
• You give us permission to store, copy and process your data only so we can run Workshop Hero for you, support you, keep it secure and back it up. We don't sell your data. We don't use it to train artificial intelligence (AI) models, and we don't share it except as our Privacy Policy describes.
• We may count how Workshop Hero is used (for example, how many job cards are made each day across all workshops) to improve it, but only in a form that doesn't identify you, your staff or your customers.
• Taking your data with you. You can export all your records from Workshop Hero at any time, free, as spreadsheets, even while your workshop is read-only. If you need copies of your photo files, ask us and we'll provide them. After you cancel, your workshop stays open read-only for 60 days so you can export anything you need.
• Extended archive (optional). If you need to look things up for longer than 60 days, you can keep your workshop open read-only for $20 a month, including GST. You can stop it at any time, and deletion then starts as below.
• Deletion. After those 60 days (or when a paid extended archive ends), we delete your workshop's data from Workshop Hero within 30 days. We email your workshop's owner 7 days beforehand. Copies in our backups are overwritten within a further 35 days. You can ask us to delete it sooner. The encrypted copy of Workshop Hero's data on your own computers stays there until you remove it, and we'll show you how.
• Backups. We back up the cloud every day. Keep your own exports too, for example your end-of-month reports and invoices. On Bronze, your records stay encrypted on your own computer and we don't hold a copy. Workshop Hero backs them up automatically on that computer and to a drive you choose, so keep that drive safe and keep a copy off site. If you lose every Owner and Manager password and your recovery key, nobody can open the data, including us.

7. Your customers' information

• You collect your customers' details for your own business. We store and process them for you, on your instructions.
• You're responsible for having a lawful reason to collect them, and for telling your customers how you use their details (for example, in your own privacy notice).
• Take special care with sensitive details, such as driver licence numbers recorded on loan-car agreements. Only record what you need.
• If a customer asks to see or correct their details, you can do it in Workshop Hero. If a customer asks you to delete their details, tell us and we'll delete or de-identify them within 30 days, except for records you must keep by law, such as tax invoices.
• If your business is covered by the Privacy Act 1988 (for example, because its turnover is over $3 million), we also:
  • act only on your instructions;
  • pass the same duties on to the providers named in our Privacy Policy;
  • give you 30 days' notice before adding a provider, so you can cancel if you object;
  • tell you about security incidents;
  • help with your customers' requests;
  • delete or return your data when you leave.

8. Text messages (SMS)

• Workshop Hero sends texts for you from an Australian mobile number dedicated to your workshop, so customers can reply. We arrange the number when you turn texting on, usually within one business day. The number belongs to us. If you leave, we hold it for 30 days and forward any replies to you.
• Service-due reminders, campaigns and the optional inspection follow-up text are marketing under the Spam Act 2003. Before you send them, you must have your customer's consent: either consent they've given you, or consent you can reasonably infer from your ongoing business relationship. Each message must say it is from your workshop. Workshop Hero starts these texts with your workshop's trading name, and holds them until one is set.
• Customers you bring in from another system arrive without a consent record. Only mark a customer as consenting, or opt them back in after a STOP, when you actually have their consent, and use the consent field on their record to note how you got it.
• Workshop Hero adds "Reply STOP to opt out" to marketing texts. When someone replies STOP, it stops marketing texts to that number automatically and straight away. Don't work around it. We may hold or stop texts we reasonably believe would break the Spam Act.
• Service messages still go to customers who have opted out of marketing. These are online booking codes, booking confirmations, reminders and cancellations, "your car is ready" texts, and links to photos and approval pages. To stop every text to a customer, use Block all texts on their record.
• To protect every workshop's sender reputation, there are daily and monthly sending limits, and a limit on texts per staff member per hour. Workshop Hero shows you these limits.
• Automatic texts (reminders, campaigns and follow-ups) go only inside a sending window, 8 am to 6 pm by default, which you can change in Settings. Texts you send yourself, booking codes, "car ready" texts and photo and approval links go straight away. You can switch all outgoing texts off at any time; replies and STOPs still come in.
• If a complaint or regulator enquiry is about texts you chose to send, you're responsible for it, and you'll help us answer it.

9. Online booking

• If you switch on online booking, your customers can ask for a booking on a web page we host for your workshop. They don't need an account. They enter their name, mobile and car (or rego), and, if they choose, their email, address and notes. They confirm their mobile with a 6-digit code we text them, which expires after 10 minutes. You can switch the code off.
• The page shows your workshop's name, says that we run the page for your workshop, and links to our Privacy Policy. You can add a link to your own booking conditions.
• A booking request is between you and your customer. You decide whether to confirm it, decline it or pencil it in. You're responsible for honouring the bookings you confirm, and for any booking conditions of your own, such as deposits or cancellation fees.
• Every code and booking text is charged to you as a text and counts towards your sending limits. To stop misuse, the page limits how often codes can be sent (for example, 3 per mobile per hour and 150 per workshop per day). If your texting limits are reached, the page tells the customer that texts can't be sent right now.
• The page uses Cloudflare Turnstile to keep robots out. A registration look-up started from the page is charged to you, at most once per number plate in any 30 days.
• Customers can cancel with the link in their confirmation text, up to the cut-off you set (24 hours before the booking by default). We clear the details of declined or cancelled bookings 30 days after the decision.

10. Photos, inspections and online approval

• Photos. On Gold and above, your staff can take photos of cars and job cards with the phone app, and text a customer a link to up to 30 of them. We strip location and camera details from every photo when it's uploaded. A shared link works for 30 days or until you turn it off.
• You're responsible for what your staff photograph. Only photograph what the job needs. If a photo might show a person or a customer's belongings, make sure you have a good reason to take it.
• Inspections. The findings, readings, recommendations and prices your staff record are your workshop's advice to your customer. Workshop Hero is the tool you record and send them with. You're responsible for their accuracy, including any safety advice, and for the work you do.
• Online approval. You can text a customer a link to a page where they approve or decline the work you recommend. We record their answer and when they gave it. Approvals given within the reply-by time you set go straight onto the job card; later ones wait until your staff have called the customer. If a customer declines an urgent safety item, the page asks them to confirm they understand the risk, and we record that. Like the booking page, approval and photo pages show your workshop's name, say that we run the page for you, and link to our Privacy Policy.
• A customer's approval is their instruction to your workshop. The contract for the work is between you and your customer, and we're not a party to it. You may want your own terms for your customers, for example about quotes, authorisations and storage fees.
• Approval pages stay readable for 30 days after the job is finished, and the link is deleted 60 days after. The optional follow-up text a few weeks later is off unless you switch it on. It counts as marketing and follows section 8.

11. The phone app

• The phone app (Gold and above) lets your staff see their jobs, clock on and off, record work and checks, and take photos. You download it from Apple's App Store (or Google Play, once an Android version is available), and the app store's own terms apply to the download.
• The app asks for the camera only, to scan the set-up code and take job photos. Face ID or Touch ID is handled by the device; Workshop Hero never receives it. The app doesn't use location, contacts, the microphone or the photo library, and has no advertising or tracking.
• The app keeps a copy of the jobs it shows on the device so it works without signal, protected by the device's own encryption, and sends changes when signal returns. When staff leave, remove them in Workshop Hero, and unlink any lost device.

12. Connections to other services

• Workshop Hero can connect to other services, such as Xero or MYOB, vehicle registration look-ups, and parts suppliers.
• Accounting connections work on your behalf. Once you connect Xero or MYOB, Workshop Hero reads your company file's accounts and tax codes, and writes your invoices, credit notes, payments, deposits and customer cards into it. It does this only to keep your accounts in step with Workshop Hero, through the one-way sync you switched on.
• You can disconnect Xero or MYOB at any time from Settings while your subscription is active, or remove Workshop Hero's access from within Xero or MYOB yourself. Once it's disconnected, Workshop Hero stops reading from and writing to your company file. Anything not yet sent stays in Workshop Hero and is only sent if you reconnect. If your subscription ends, Workshop Hero stops sending to your company file straight away.
• When you switch a connection on, that service's own terms also apply between you and them.
• We can't control those services. If one goes down or changes how it works, we'll fix our side as fast as we reasonably can, but we're not responsible for their service.

13. Keeping Workshop Hero running

• We work to keep Workshop Hero available and to fix problems quickly, but we can't promise it will never go down.
• On cloud plans (Silver and above), each computer keeps an encrypted copy of your workshop's data. While offline, Workshop Hero keeps working for job cards (including new ones), finalising invoices, the scheduler, look-ups of existing records, clocking on and off, and notes. It catches up when the connection is back.
• Taking payments, sending texts, online booking, photo and approval pages, and uploading photos need a connection. The phone app saves changes and photos until it has signal. Bronze runs entirely on one computer and doesn't need the internet for everyday work.
• We may need short planned maintenance breaks. Where we can, we do them outside workshop hours and tell you beforehand.
• We keep improving Workshop Hero. We won't remove a main feature of your plan without at least 30 days' notice, and if that happens you may cancel.

14. Support

Help is available in Workshop Hero's help centre and by email at [email protected]. We aim to reply within one business day.

15. Security, and if something goes wrong

• We protect your data with the measures described in our Privacy Policy, including: data kept in Australia, encrypted connections, each workshop's data walled off inside the database, PIN and two-factor sign-in, and staff roles.
• Keep your sign-in details, PINs and set-up codes private, and remove staff who leave.
• If we learn of a security incident that affects your data, we'll tell you promptly, and within 72 hours of confirming it. We'll help you with any obligations you have to your customers or regulators.

16. Rules for using Workshop Hero

You must not:

• use Workshop Hero for anything unlawful, or to send spam;
• try to get into other workshops' data, or test Workshop Hero's security without our written permission;
• copy, resell or reverse-engineer Workshop Hero;
• overload Workshop Hero on purpose, or use automated tools that do.

17. Who owns Workshop Hero

• Workshop Hero, its software, designs, name and help content belong to PXD Software. You can use Workshop Hero for your workshop while your subscription is active. We can let other workshops use it too.
• If you send us ideas or feedback, we may use them to improve Workshop Hero.

18. If you fall behind on payments

• If a payment is overdue by more than 14 days, we'll give you 7 days' written notice before we suspend your account. Your data stays safe and comes back when the account is up to date.
• We may suspend access straight away only if we need to stop serious harm, for example a security attack or unlawful use. We'll tell you why as soon as we can.

19. Your rights under the Australian Consumer Law

• Nothing in these terms excludes, restricts or changes your rights under the Australian Consumer Law or any other law that can't be excluded.
• Where the law allows, our liability for failing a consumer guarantee is limited to supplying the service again, or paying the cost of having it supplied again.

20. Limits on liability

• Neither of us is liable to the other for indirect loss, such as lost profits, lost revenue or lost business opportunities.
• Each party's total liability under this agreement in any 12 months is limited to the fees you paid us in those 12 months.
• We're not responsible for your workshop's work, advice, prices or inspection findings, for the bookings you accept, or for decisions your customers make on approval pages, including declining safety work. These are matters between you and your customers.
• These limits don't apply to fraud, deliberate wrongdoing or a breach of confidentiality, to fees you owe us, to fines or claims caused by texts you chose to send unlawfully, or to anything the law says can't be limited.

21. Confidentiality

We each keep the other's confidential information private and use it only for this agreement. Your data is confidential to you.

22. Changes to these terms

• We may update these terms. We'll give you at least 30 days' notice by email of any change that affects you, and the new terms apply from the date in that notice.
• If you don't agree with a change, you can cancel before it starts, and the old terms apply until your subscription ends.

23. Your staff

You're responsible for what people using your workshop's account do in Workshop Hero. Tell your staff how Workshop Hero handles their details, for example by pointing them to our Privacy Policy.

24. Ending the agreement for a serious breach

If either of us seriously breaks these terms and doesn't fix it within 14 days of a written notice, the other can end the agreement. Your 60 days to export your data still apply.

25. Things outside our control

Neither of us is responsible for delays caused by things outside our reasonable control, such as outages at our providers, natural disasters or government action, as long as we work to fix them.

26. Updates to Workshop Hero

Workshop Hero updates itself, and we may change how it looks and works. Keep your computers' Windows updates and security software current, because the copy of Workshop Hero's data on them is yours to protect.

27. If Workshop Hero ever closes

If we ever decide to stop running Workshop Hero, we'll give you at least 90 days' notice. If something outside our control stops us, we'll give you as much notice as we can. Either way, you'll get a full export of your data and help moving to another system.

28. Transferring this agreement

We may transfer this agreement to a related company, or to a buyer of the business, with 30 days' notice. Your terms won't get worse because of it. You may transfer your subscription to a buyer of your workshop by telling us.

29. General

• These terms are governed by the laws of Victoria, Australia.
• If we disagree, we'll first talk it through. If that doesn't fix it, either of us can send a written notice, and we'll both try to resolve it within 20 business days. After that, either of us can ask the Victorian Small Business Commission to mediate, and then go to the courts of Victoria.
• Notices to you go to your account's owner email address. Notices to us go to [email protected].
• If part of these terms can't be enforced, the rest still applies.