Terms & Conditions

These Terms & Conditions ("Terms") govern your access to and use of the FieldLink platform, applications, smart-glasses integrations, telephone support, SMS/text messaging program, and related services. They are written to set clear, enforceable expectations for an enterprise field-service environment where real physical work — and real safety — is involved. Please read them carefully.

Effective June 15, 2026 · Version 2.0

1. Agreement to These Terms; Eligibility

These Terms are a binding agreement between you and FieldLink Inc. ("FieldLink," "we," "us," or "our"). By accessing or using the Services, opting in to receive text messages from us, or accepting these Terms, you agree to them and to our Privacy Policy, which is incorporated by reference. If you use the Services on behalf of an organization, you represent that you are authorized to bind that organization, and "you" includes that organization. You must be at least 18 years old. If you do not agree, do not use the Services.

2. Definitions

3. Relationship to Customer Agreements

If you access the Services through a Customer, the Customer Agreement governs that Customer's purchase and use of the Services, and these Terms supplement it for you as an individual user. In the event of a direct conflict between these Terms and a signed Customer Agreement covering the same subject matter, the Customer Agreement controls for that Customer. Nothing in these Terms is intended to diminish protections that a signed Customer Agreement provides to a Customer.

4. The Services

FieldLink provides an AI-assisted field service platform that helps trained personnel diagnose, service, and repair commercial equipment, and that delivers Service Artifacts corresponding to a specific, identified piece of equipment and an associated service request or tracking number. We may add, modify, or discontinue features of the Services from time to time. The Services are tools that assist qualified humans; they do not perform physical work.

5. Accounts, Access, and Security

You agree to provide accurate identifying information — including a valid service ticket, tracking number, and equipment identifier — and to keep it current. You are responsible for safeguarding your credentials and devices, for all activity under your access, and for promptly notifying us of any unauthorized use. You may not share credentials or allow access by unauthorized persons.

6. SMS, Voice, and Telephone Communications

Text messaging (SMS)

By providing your mobile number in connection with a service request, you consent to receive transactional and customer-care text messages from FieldLink relating to that request, including links to Service Artifacts. The program operates as follows:

• Message frequency varies based on the activity and status of your service request.
• Message and data rates may apply under your mobile carrier plan.
• Reply STOP to cancel at any time, or HELP for assistance. You may also email support@fieldlink.ai.
• Supported carriers may change, and carriers are not liable for delayed or undelivered messages.
• Consent to receive messages is not a condition of any purchase.

See our SMS Messaging Program page for the full opt-in process and disclosures.

Voice and telephone services

By calling our service lines or providing your phone number, you consent to receive — and, where applicable, to FieldLink placing — service-related telephone calls. You also agree that:

• Calls to or from our lines may be monitored and recorded for the purposes described in our Privacy Policy, and by continuing a call you consent to that recording; where the law requires all-party consent, we will obtain it.
• Some calls are answered or handled by an automated voice (IVR) system or an AI voice assistant, and you may request a human at any time.
• Where we place autodialed, prerecorded, or artificial/AI-voice calls or text messages, we do so consistent with the Telephone Consumer Protection Act (TCPA) and applicable law and based on your consent, which you may revoke at any time (reply STOP to texts; tell us on a call or email support@fieldlink.ai to stop calls).
• The Services are not a substitute for emergency services, and you will not use them to contact emergency responders (for example, 911).
• Carriers and telephony providers are not liable for failed, delayed, misdirected, or undelivered calls or messages.

Your use of these messaging and voice communications is also governed by our Privacy Policy, which confirms that we never share mobile information with third parties or affiliates for marketing or promotional purposes.

7. License to Use the Services

Subject to these Terms, FieldLink grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Services for their intended business purpose. You may not, and may not permit others to: (a) copy, modify, or create derivative works of the Services; (b) reverse engineer, decompile, or attempt to derive source code or models, except to the extent this restriction is prohibited by law; (c) resell, sublicense, or provide the Services to third parties; (d) circumvent usage limits, security, or access controls; (e) use the Services to build a competing product or to train a competing model; or (f) remove proprietary notices.

8. Service Artifacts: License, Safety, and Assumption of Risk

We grant you a limited, revocable license to use Service Artifacts solely to complete the specific service event for which they were provided. You may not redistribute, publish, resell, or repurpose them. Before and during any procedure, you agree to:

• Follow all OEM instructions, equipment warnings, and applicable codes, laws, and workplace-safety regulations, including lockout/tagout and personal protective equipment requirements;
• De-energize, depressurize, and otherwise make equipment safe before servicing;
• Confirm that the procedure matches the specific equipment, model, and configuration in front of you;
• Verify AI Output independently and stop if a procedure appears unsafe, incomplete, or inapplicable; and
• Comply with any warranty terms of the equipment owner or manufacturer.

Assumption of risk. Field service involves inherent risks, including electrical shock, burns, mechanical injury, and property damage. You knowingly assume those risks and accept full responsibility for any work you choose to perform. FieldLink is not the manufacturer of any equipment, is not an OEM-authorized service provider unless expressly stated in a Customer Agreement, does not perform the physical work, and is not responsible for your decisions, methods, results, or any effect on equipment warranties. To the fullest extent permitted by law, you release FieldLink from claims arising out of the physical performance of any procedure.

9. AI Output Disclaimer and Human Verification

FieldLink's AI is probabilistic and may produce output that is incomplete, outdated, or incorrect, and it may not account for the specific condition or configuration of your equipment. AI Output is not professional, engineering, legal, or safety advice. A qualified human must review and validate AI Output before acting on it and remains solely responsible for all decisions and work. Do not rely on AI Output where doing so could create a risk of injury, death, or property damage without independent verification.

10. Acceptable Use

You agree not to, and not to permit others to:

• Use the Services for any unlawful, harmful, or fraudulent purpose, or in violation of these Terms;
• Submit false or misleading identifying information, or impersonate any person or entity;
• Attempt to gain unauthorized access to, probe, or disrupt the Services or related systems or networks;
• Introduce malware or interfere with the integrity or performance of the Services;
• Capture audio, video, or images where you lack the legal right to do so, or of areas or individuals unrelated to the service; or
• Use the Services to send unsolicited or unauthorized messages.

11. Customer Data and Privacy

Our collection and use of personal information is described in our Privacy Policy. Where FieldLink processes personal information on behalf of a Customer, it does so as a processor / service provider under the applicable Customer Agreement and Data Processing Addendum. You are responsible for obtaining any consents and providing any notices required for information you submit or capture through the Services.

12. Confidentiality

Each party may access non-public information of the other that is marked or reasonably understood to be confidential ("Confidential Information"). The receiving party will use Confidential Information only to exercise its rights and perform its obligations under these Terms, will protect it with at least reasonable care, and will not disclose it except to personnel and advisors bound by confidentiality. These obligations do not apply to information that is public through no fault of the receiving party, independently developed, or rightfully received from a third party, and do not prevent disclosure required by law if the receiving party gives reasonable notice where permitted.

13. Intellectual Property; Feedback

The Services, Service Artifacts, software, models, text, graphics, and all related intellectual property are owned by FieldLink or its licensors and are protected by law. Except for the limited licenses expressly granted here, no rights are transferred to you. If you provide suggestions or feedback about the Services, you grant FieldLink a perpetual, irrevocable, worldwide, royalty-free license to use it without restriction or obligation to you.

14. Fees and Billing

Fees for the Services, if any, are set out in the applicable Customer Agreement or order form, which governs pricing, invoicing, taxes, and payment. Unless a Customer Agreement states otherwise, fees are non-refundable and exclude applicable taxes. If you access the Services through a Customer at no charge to you, this section does not create a payment obligation for you.

15. Third-Party Services and Carriers

The Services rely on or interoperate with third-party products and services, including mobile carriers, our messaging provider, cloud infrastructure, and AI components. We are not responsible for third-party services, their availability, or their acts or omissions, and your use of them may be subject to their own terms. Carriers are not liable for delayed or undelivered messages.

16. Compliance with Laws; Export, Sanctions, and Anti-Corruption

You will comply with all laws applicable to your use of the Services. You represent that you are not located in, and will not use the Services in or for the benefit of, any country or party subject to U.S. embargoes or sanctions, and that you are not on any U.S. government restricted-party list. You will not export or re-export the Services in violation of U.S. export-control laws, and you will comply with anti-corruption laws including the U.S. Foreign Corrupt Practices Act.

17. Insurance and Qualified Personnel

You are responsible for ensuring that any individual performing service through the Services is qualified, trained, and authorized for the work, and that you and they maintain insurance appropriate to field-service operations (including general liability and workers' compensation as applicable). FieldLink does not provide such insurance for your personnel or operations.

18. Disclaimer of Warranties

THE SERVICES, SERVICE ARTIFACTS, AND AI OUTPUT ARE PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, ACCURACY, AND NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE. FIELDLINK DOES NOT WARRANT THAT THE SERVICES, SERVICE ARTIFACTS, OR AI OUTPUT WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, COMPLETE, CURRENT, OR SUITABLE FOR ANY PARTICULAR EQUIPMENT OR SITUATION, OR THAT DEFECTS WILL BE CORRECTED. SOME JURISDICTIONS DO NOT ALLOW CERTAIN DISCLAIMERS, SO PARTS OF THIS SECTION MAY NOT APPLY TO YOU.

19. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, FIELDLINK AND ITS AFFILIATES, AND THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AND LICENSORS, WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS, ARISING OUT OF OR RELATING TO THE SERVICES, SERVICE ARTIFACTS, OR AI OUTPUT, WHETHER BASED ON CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR ANY OTHER THEORY, AND EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. EXCEPT FOR LIABILITY THAT CANNOT BE LIMITED BY LAW, FIELDLINK'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE SERVICES WILL NOT EXCEED THE GREATER OF (A) THE AMOUNTS YOU PAID TO FIELDLINK FOR THE SERVICES IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED U.S. DOLLARS ($100). THE FOREGOING LIMITATIONS APPLY NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. THESE LIMITATIONS ALLOCATE RISK BETWEEN THE PARTIES AND ARE A FUNDAMENTAL BASIS OF THE BARGAIN.

20. Indemnification

You agree to indemnify, defend, and hold harmless FieldLink and its affiliates, and their respective officers, directors, employees, and agents, from and against any third-party claims, damages, liabilities, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or relating to: (a) your use of the Services, Service Artifacts, or AI Output; (b) your performance of any procedure or physical work; (c) your violation of these Terms or applicable law; (d) your infringement or misappropriation of any third-party right; or (e) your capture or handling of audio, video, or images. We will give you reasonable notice of any claim and may participate in the defense with our own counsel.

21. Term, Suspension, and Termination

These Terms apply while you use the Services. We may suspend or terminate your access at any time, with or without cause or notice, including to protect the Services, comply with law, or address a violation of these Terms. You may stop using the Services at any time. Upon termination, your license to the Services and Service Artifacts ends, and you must stop using them. Provisions that by their nature should survive — including Sections 8 through 13 and 16 through 24 — will survive termination.

22. Dispute Resolution; Arbitration; Class Waiver

Informal resolution first. Before filing a claim, you agree to contact us at legal@fieldlink.ai and attempt to resolve the dispute informally for at least thirty (30) days.

Binding arbitration. Except as stated below, any dispute arising out of or relating to these Terms or the Services will be resolved by final and binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, before a single arbitrator, seated in Dallas County, Texas. Judgment on the award may be entered in any court of competent jurisdiction.

Class waiver and jury waiver. Disputes will be resolved only on an individual basis. You and FieldLink waive any right to a jury trial and any right to bring or participate in a class, collective, or representative action.

Carve-outs and options. Either party may bring a claim in small-claims court or seek injunctive relief in court to protect its intellectual property or Confidential Information. You may opt out of arbitration by emailing legal@fieldlink.ai within thirty (30) days of first accepting these Terms. Any claim must be filed within one (1) year after it arises, to the extent permitted by law.

23. Governing Law and Venue

These Terms are governed by the laws of the State of Texas, without regard to its conflict-of-laws rules and excluding the U.N. Convention on Contracts for the International Sale of Goods. Subject to Section 22, the exclusive venue for any permitted court action is the state and federal courts located in Dallas County, Texas, and you consent to their personal jurisdiction.

24. General Provisions

These Terms, together with our Privacy Policy and any applicable Customer Agreement, are the entire agreement between you and FieldLink regarding the Services and supersede prior understandings on that subject. If any provision is held unenforceable, it will be limited or severed to the minimum extent necessary and the remaining provisions will remain in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our prior written consent; we may assign them in connection with a merger, acquisition, or sale of assets. There are no third-party beneficiaries. Nothing here creates a partnership, agency, employment, or joint-venture relationship. We are not liable for any delay or failure caused by events beyond our reasonable control. The Services are "commercial items," and U.S. government end users receive only the rights granted to all other users. You consent to receive communications from us electronically, and electronic communications satisfy any legal requirement that communications be in writing. We may update these Terms as described in our notice practices; your continued use after an update constitutes acceptance.

Contact

FieldLink Inc.
Dallas, Texas, United States
Legal: legal@fieldlink.ai
Support: support@fieldlink.ai