Terms of Service

"Account" means the user account you create to access the Service.

"Admin" means an Organization member with the admin role, responsible for billing, user management, and organizational compliance. On the Lone Wolf plan, the subscriber is the Admin.

"AI Features" means the artificial intelligence-powered capabilities of the Service, including but not limited to search and retrieval across your uploaded manuals, conversational assistance and troubleshooting chat, Wolf Vision, generation of service sheets, procedures and maintenance content, extraction of specifications and structured data from documents and images, transcription of handwritten notes from photographs, formatting of written or dictated notes, generation of shift handover summaries, generation of study material and knowledge checks, and any additional artificial intelligence-powered capabilities we introduce to the Service.

"Content" means any data, text, files, documents, manuals, images, repair logs, handover notes, or other materials uploaded to, created within, or generated through the Service.

"Organization" means the entity or business that subscribes to the Service under a Wolf Pack or Alpha Shop plan, or the individual user's single-user organization under the Lone Wolf plan.

"Output" means any AI-generated response, service sheet, summary, or other content produced by the AI Features based on your uploaded Content.

"Subscription" means the paid plan you select to access the Service, including all applicable plan features, usage limits, and add-ons.

"User" means any individual who accesses the Service, whether as an Account holder or an invited team member.

You must be at least 18 years of age to use the Service. By using the Service, you represent and warrant that you are at least 18 years old and have the legal capacity to enter into these Terms. The Service is designed for use by qualified heavy equipment mechanics, technicians, apprentices, supervisors, and related industry professionals. It is not intended for consumer or general public use.

If you are using the Service on behalf of a legal entity, you represent and warrant that you are an authorized representative of that entity with the authority to bind it to these Terms.

To access the Service, you must create an Account by providing accurate, current, and complete information. You are responsible for maintaining the confidentiality of your Account credentials and for all activities that occur under your Account. You must promptly notify us at support@troubleshoothd.com of any unauthorized use of your Account or any security breach.

For Wolf Pack and Alpha Shop tiers, the Admin is responsible for managing team member access, including inviting and removing Users, assigning roles, and ensuring all Users comply with these Terms and the Acceptable Use Policy. The Admin must promptly remove access for individuals who are no longer authorized.

You may not share your Account credentials or allow any other person to access the Service through your Account.

The Service is offered under the following plans:

Lone Wolf: A single-user plan for independent mechanics and technicians.

Wolf Pack: A per-seat team plan with a minimum seat requirement, designed for workshop crews and maintenance teams.

Alpha Shop: A plan for larger maintenance operations and mine sites, available on custom pricing agreed with each customer.

AI Requests: Each plan includes a monthly allowance of AI requests, shared across the Organization. Questions asked in Wolf Vision, Old Mate, and the Toolbox count against the allowance. Learn overviews and quizzes, and other AI Features, do not.

We reserve the right to modify pricing at any time by updating the published prices, with 30 days' prior notice to active subscribers by email. Beta program participants are subject to the founding member pricing schedule communicated at the time of enrollment.

The founding member discount period begins when your Organization's subscription is first activated and runs as a single, Organization-wide term. Seats added after activation are billed at the founding member rate then in effect and share the same discount timeline — adding seats does not start a new discount period for those seats, nor extend the Organization's discount period.

Prices are published in Canadian dollars (CAD), Australian dollars (AUD), and US dollars (USD). The currency you are billed in is set at checkout from your location: customers in Canada are billed in CAD, in Australia in AUD, and in the United States in USD. Customers in every other country are billed in CAD.

Prices in CAD and USD do not include tax; applicable sales tax is added at checkout for customers in Canada and the United States. Prices in AUD include GST. For customers outside Canada, Australia, and the United States, prices in CAD include local tax where it applies. Paddle calculates and collects tax as Merchant of Record (Section 7). The amount, currency, and tax are shown at checkout before you pay, and on each invoice.

30-day money-back guarantee: email us at support@troubleshoothd.com within 30 days of signing up for a full refund. Your access ends when the refund is issued.

All payments are processed through Paddle.com Market Ltd ("Paddle"), which acts as the Merchant of Record for all transactions. Fees are charged in the currency, and with the tax treatment, described in Section 5.

By subscribing, you authorize Paddle to charge the applicable Subscription fees to your selected payment method on a recurring basis. Subscription fees are charged in advance at the beginning of each billing cycle.

Subscription Renewal: Your Subscription will automatically renew at the end of each billing cycle unless you cancel before the renewal date.

Refund Policy: Subscriptions may be cancelled at any time. Upon cancellation, you retain access to paid features until the end of your current billing period. Outside the 30-day money-back guarantee described in Section 6, we do not provide prorated refunds for partial billing periods. Australian Users: please refer to Section 21 for your rights under the Australian Consumer Law.

The Service uses artificial intelligence to assist with equipment troubleshooting and maintenance information retrieval. You acknowledge and agree that:

9.1 Ownership

You retain all ownership rights in the Content you upload to the Service. We do not claim ownership of your Content.

9.2 License Grant

By uploading Content to the Service, you grant TroubleshootHD Inc. a non-exclusive, royalty-free license to process, store, index, generate embeddings from, and display your Content solely to provide the Service to you and to improve it, as our Privacy Policy describes. This license terminates when you delete your Content or your Account is closed.

9.3 Manual Upload Responsibility

You represent and warrant that you have the legal right to upload any equipment manuals or other documents to the Service, and that doing so does not violate any copyright, licensing, or intellectual property restrictions.

9.4 Data Isolation

All Organization data is logically isolated using row-level security controls. Your Content is never shared with, accessible to, or visible to other Organizations.

9.5 AI Training

Your Content — including uploaded manuals, queries, and AI chat history — is never used to train AI models. Your Content is processed only to provide and improve the Service, as our Privacy Policy describes. Our AI providers (Anthropic, OpenAI) process data under data processing agreements that prohibit use of customer data for model training.

9.6 Data Portability

Your Organization's Admin can export your Organization's records as a JSON file, once every 24 hours, while your Account is active and after cancellation, including while your Organization is read-only or archived. Uploaded PDF manuals are not included in the export.

You agree to use the Service only for its intended purpose: equipment maintenance, troubleshooting, and related professional activities. You agree not to:

For Wolf Pack and Alpha Shop subscriptions:

12.1 Our Intellectual Property

The Service, including its software, design, features, AI models, prompts, workflows, and all associated intellectual property, is owned by TroubleshootHD Inc. These Terms do not grant you any rights to use our trademarks, logos, or brand assets without our prior written consent.

12.2 Copyright Infringement — DMCA Notice

If you believe that content available through the Service infringes your copyright, you may submit a notice to our Copyright Agent at legal@troubleshoothd.com.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TROUBLESHOOTHD INC. SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES. OUR TOTAL AGGREGATE LIABILITY SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL AMOUNT YOU PAID TO US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM; OR (B) ONE HUNDRED CANADIAN DOLLARS (CAD $100).

Nothing in this Section limits our liability for death or personal injury caused by our gross negligence or wilful misconduct, or any liability that cannot be excluded by applicable law.

You agree to indemnify, defend, and hold harmless TroubleshootHD Inc., its officers, directors, employees, contractors, and agents from and against any claims, liabilities, damages, losses, and expenses arising from: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any third-party rights related to uploaded manuals; (d) any work performed based on information obtained from the Service; or (e) any Content you upload to the Service.

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND. WE DO NOT WARRANT THAT: (A) THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE; (B) THE RESULTS OBTAINED FROM THE SERVICE WILL BE ACCURATE OR RELIABLE; OR (C) ANY AI-GENERATED CONTENT WILL BE CORRECT, COMPLETE, OR SUITABLE FOR ANY PARTICULAR PURPOSE.

16.1 By You

You may cancel your Subscription at any time through your Account settings or by contacting us at support@troubleshoothd.com. Cancellation takes effect at the end of your current billing period.

16.2 By Us

We may suspend or terminate your Account immediately, with or without notice, if you violate these Terms. We may discontinue the Service entirely with 90 days' notice to active subscribers.

16.3 Effect of Termination

Upon cancellation or termination: (a) you retain access until the end of the current billing period, unless your Subscription is refunded under Section 6; (b) your Organization then becomes read-only: you can sign in, view your data, and export it, but you cannot add new records or use AI Features; (c) we will email you at least 7 days before your Organization's data is archived; (d) archived data is permanently deleted 12 months after archiving. If you would like to come back, contact us at support@troubleshoothd.com and we'll help you get your data back.

These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada. The courts of British Columbia, Canada, shall have jurisdiction to resolve any disputes. Australian Users retain any rights they have under Australian law to bring proceedings in an Australian court.

We may update these Terms from time to time. We will notify you of material changes at least 30 days in advance by email or through the Service. Your continued use of the Service after the effective date of any changes constitutes your acceptance of the updated Terms.

Entire Agreement: These Terms, together with the Privacy Policy, Acceptable Use Policy, AI Disclaimer, and any applicable addenda, constitute the entire agreement between you and TroubleshootHD Inc. regarding the Service.

Severability: If any provision of these Terms is found to be unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable.

Assignment: You may not assign or transfer these Terms without our prior written consent.

Notices: We will send notices to the email address associated with your Account. You may contact us at legal@troubleshoothd.com.

Language: The parties have agreed that these Terms and all related documents be drafted in English. Les parties ont convenu que les présentes conditions et tous les documents connexes soient rédigés en anglais.

The following provisions apply to Users located in Australia and supplement or, where inconsistent, modify the preceding Terms to the extent required by Australian law.

21.1 Australian Consumer Law

Nothing in these Terms is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable Australian law that cannot be excluded by agreement.

21.2 Limitation of Liability — Australia

To the extent that our liability cannot be excluded under the ACL, our total liability to you for any claim is limited, at our option, to: (a) the re-supply of the Service; or (b) the payment of the cost of having the Service re-supplied.

21.3 Refunds — Australia

If the Service fails to meet a consumer guarantee under the ACL, you may be entitled to a remedy including a refund. To make a consumer guarantee claim, contact us at support@troubleshoothd.com.

21.4 Privacy — Australia

Personal information of Australian Users is handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). For details, see our Privacy Policy, including the Australian Privacy Addendum.

TroubleshootHD Inc.

General Inquiries: support@troubleshoothd.com

Legal & Terms: legal@troubleshoothd.com

Privacy: privacy@troubleshoothd.com

Website: https://www.troubleshoothd.com