These terms are the agreement between you and Zen Operations LLC, doing business as Hoptide ("we", "us"), for using Hoptide at hoptide.co. By creating an account you agree to them. If you are using Hoptide for a business, you confirm you can agree on its behalf.
What Hoptide does
Hoptide gives each of your customers a private web page showing the status of their service, and sends them the email alerts they choose. It is a customer-update tool. It does not handle payments, invoicing, dispatch or GPS tracking.
Your account
- Keep your password private. You are responsible for what happens under your account and your crew's.
- Give us a working email address. We use it for sign-in links, security notices and service announcements.
- One person, one account. Add crew members by inviting them; do not share a login.
Your customers' data
- You own the customer records you add. We process them only to run Hoptide for you, as described in the Privacy Policy.
- You confirm you are allowed to add each customer and to send them service updates about work they hired you for.
- When a customer asks you to stop, stop. Turn their alerts off or delete their record, and honour removal requests we forward to you within 30 days.
- Each customer's private link is theirs. Do not post links publicly or send one customer's link to another.
- If you record that a customer agreed to texts, it must be true, in the words Hoptide shows you, and you keep whatever shows it. Hoptide records who entered it and when, and still asks the customer to reply YES before any text goes out.
Text messages
SMS program. Hoptide (operated by Zen Operations LLC) lets independent service businesses text their customers about service, such as scheduling, arrival, and completion updates, and receive replies.
Consent. You receive texts only if you opted in with the business. Consent is not a condition of purchase.
Frequency and cost. Message frequency varies by service activity. Message and data rates may apply.
Opting out and help. Reply STOP to stop messages from that business. Reply HELP for help, or contact hello@hoptide.co. Carriers are not liable for delayed or undelivered messages.
Privacy. See our Privacy Policy.
Acceptable use
Do not use Hoptide to:
- message people who are not your customers, or send anything other than service updates;
- upload data you have no right to hold;
- probe, scrape, overload or interfere with the service or other businesses' data;
- break the law or anyone else's rights.
We may suspend an account that does any of these, after warning you where that is practical.
Fees
You can try Hoptide with one customer for free, for as long as you like, with no card on file. Beyond that, Hoptide costs $40 a month per business, $70 a month with Hoptide Answers, or $150 a month with Hoptide with AI Calls where it is offered. You can also pay for a year up front at 10% off: $432 a year for Hoptide, or $756 a year with Hoptide Answers. Taxes are extra where they apply. We will tell you in writing at least 30 days before any price changes, and you can close your account instead.
Each plan includes a monthly amount of texts, AI answers, call minutes and, on Hoptide with AI Calls, AI call minutes, as shown on the pricing page. They reset on your renewal date. Nothing is charged beyond your plan unless you buy a pack or turn on automatic refill. When an amount runs out: texts stop until renewal; questions go to you instead of the AI; and calls go to voicemail or your phone, as you choose. A call already connected is not cut off when minutes run out, but any one call put through to you ends after 60 minutes.
To keep the service reliable and its costs predictable, we also apply these limits to every business: a monthly limit on all AI use together (answers, drafts, Ask Hoptide, page writing and voicemail transcripts), set far above what the plan's included amounts need; at most three AI calls at once; and up to 50 voicemails a day and, by plan, 60, 100 or 200 a month. If the AI limit is reached, the AI pauses until your next billing month and everything else keeps working. We do not charge for any of these limits.
Payments are taken by Paddle.com Market Limited and Paddle.com Inc. (Paddle), our merchant of record. Paddle handles your card details, sales tax and your receipt, which arrives by email after each charge. Hoptide never sees your card number. The charge appears on your statement as PADDLE.NET* HOPTIDE. By paying for a plan you also agree to Paddle's buyer terms.
Refunds and cancellation
You can cancel at any time from Settings, then Plan. Your plan stays on until the end of the month or year you have paid for, and you are not charged again. Moving to a cheaper plan, or from yearly to monthly, also takes effect when the period you paid for ends, so nothing is refunded or left over. Moving up a plan happens right away and you pay only the difference for the rest of the period.
Prepaid text and answer packs are used after the month's included allowance and carry over from month to month. Unused pack credits expire when the paid plan ends and are not refunded. If your business has a texting number, it is released 30 days after the paid plan ends, with the consent and message records kept in Hoptide, unless you take the number hold ($9.99 a month), which keeps the number and its carrier verification until you choose a plan again.
If something went wrong with a charge, email hello@hoptide.co within 14 days of it for a full refund. The complete policy is at hoptide.co/refunds.
Availability and changes
We work to keep Hoptide up, especially on storm days, but during early access we do not promise a specific uptime. We may change or add features. If we ever retire Hoptide we will give you at least 60 days' notice and a way to export your customer list.
Ending the agreement
You can delete your account at any time from Settings, which removes your data as described in the Privacy Policy. We can end the agreement for a serious or repeated breach of these terms.
Liability
Hoptide is provided as is. To the extent the law allows, we are not liable for indirect losses, lost profit or lost business, and our total liability to you for any claim is limited to the fees you paid us in the 12 months before the claim, or USD 100 if you paid none. Nothing here limits liability that cannot be limited by law.
Law and disputes
These terms are governed by the laws of the United States and the state in which Zen Operations LLC is organised. If we have a disagreement, write to hello@hoptide.co first; most things are sorted out that way.
Changes to these terms
If we change these terms in a way that matters, we email account owners at least 30 days before the change takes effect and update the date at the top of this page.