These terms are the agreement for using Tandem. They are written for businesses, not consumers. Please read them before you use Tandem or start a subscription.
1. Who we are
Tandem is a trading name of Ryan Daynes, a sole trader based in England. In these terms "we", "us" and "our" mean Ryan Daynes trading as Tandem. Our business address is published on our Legal page at https://app.tandemops.net/legal.
Email support@tandemops.net for help and for notices under these terms, privacy@tandemops.net about personal data, and security@tandemops.net to report a security problem.
2. Who these terms are for
Tandem is for business use only and is not offered to consumers. The "Customer" is the business that creates a workspace in Tandem (a "Company") or subscribes to Tandem. "Users" are the people the Customer invites, including its owners, office staff, field workers and subcontractors.
The person who creates a Company or starts a subscription accepts these terms for the Customer and confirms they are authorised to do so. Each User also agrees to follow these terms when using Tandem. When a User acknowledges these terms in the app, that records their own agreement to the rules on use. It does not make them responsible for the Customer's fees.
3. The agreement
The agreement is made up of these terms, our Data Processing Addendum at https://app.tandemops.net/data-processing, and the plan the Customer chooses at checkout or sets out in a written order form we both sign (the "Order"). If they conflict, a signed order form takes priority, then the Data Processing Addendum for personal data, then these terms.
4. What Tandem provides
Tandem is an office workspace, used in a web browser or the desktop app, and a Mobile app for field workers. The Base plan covers customer records, quotes, scheduling, jobs, field completion, invoices and payments. Optional modules add more, depending on the plan.
We improve Tandem continually, so features change. If we remove or materially reduce a feature the Customer pays for, we will give at least 30 days' notice. If the change materially disadvantages the Customer, it may cancel before the change takes effect and we will refund any fees it has prepaid for the period after cancellation.
5. Free trials
We may offer a free trial. Its length is shown at checkout. A trial needs a payment card. The paid subscription starts automatically when the trial ends, and the card is charged then, unless the Customer cancels before the trial ends. One trial is available per business, email address and card. During a trial, Tandem is provided as it is, without the support commitment in section 14.
6. Fees and payment
Fees are those shown at checkout or in the Order. The Base fee includes one active field worker, and each additional active field worker is charged. A field worker is anyone who can be assigned field work, clock time or submit job completion, whatever their job title. Owners, admins and schedulers who only work in the office are not charged as field workers. Optional modules and usage-based services are charged as shown when the Customer turns them on.
Fees are billed in advance, monthly or yearly, and collected through Stripe. Prices exclude VAT, which is added where it applies. When the number of active field workers or modules changes, the bill changes as shown in the Customer's account. Reductions take effect from the next billing period.
We may change our prices by giving at least 30 days' notice by email. A new price applies from the first billing period that starts after the notice ends, and for yearly plans from the next renewal.
If a payment fails, we will tell the Customer and try again. If fees are still unpaid 14 days after that notice, we may make the workspace read-only until they are paid. If the Customer thinks a charge is wrong, it should tell us within 60 days of the charge.
7. Renewal and cancellation
Subscriptions renew automatically for the same period until cancelled. The Customer can cancel at any time in its billing settings or by emailing support@tandemops.net. Cancellation takes effect at the end of the period already paid for, and the workspace stays fully usable until then. Fees already paid are not refunded, except where these terms say so.
8. Accounts and security
Every User must have their own account. Do not share sign-in details. Keep them secure, and use multi-factor authentication where Tandem asks for it. Tell us at security@tandemops.net straight away if you suspect an account has been compromised.
The Customer decides who it invites, which role each User has and what they can see. It must invite only people it is entitled to give access to, and remove access when someone no longer needs it. The Customer is responsible for what its Users do in Tandem.
9. Acceptable use
Do not use Tandem to break the law or to infringe anyone's rights. In particular, do not: - try to get around permissions, security or usage limits, or access data you are not authorised to see; - scan, probe or load-test Tandem without our written permission; - copy, reverse engineer or resell Tandem, or use it to build a competing product, except as the law allows; - upload malicious code, or overload or interfere with the service; - send unlawful or unsolicited marketing through Tandem. The Customer must have any consent the law requires before it sends marketing emails or messages; - upload payment card numbers, health records or other special category data, or data about children, unless we have agreed it in writing.
We may remove content or restrict access where we reasonably believe this section has been broken. We will tell the Customer why unless the law or a security risk prevents it.
10. The Customer's own customers, quotes and payments
Tandem helps the Customer quote, deliver and invoice work for its own customers. We are not a party to those contracts. The Customer is responsible for its prices, quote terms, tax and VAT treatment, invoices and the promises it makes to its customers. A customer's signature captured in Tandem records that they acknowledged the work. It is legal acceptance only if the Customer's own terms say so.
Card payments from the Customer's customers are processed by Stripe through a Stripe account the Customer connects. That account is governed by Stripe's Connected Account Agreement, which includes the Stripe Services Agreement, at https://stripe.com/connect-account/legal. We are not a payment processor and never hold the Customer's money. Payouts, refunds, disputes, chargebacks and Stripe's fees are between the Customer and Stripe. Tandem marks an invoice paid only after Stripe confirms the payment.
11. Monitoring workers and safety features
Where the Customer turns on optional location or safety monitoring, it is responsible for doing so lawfully. Before turning it on, it must identify a lawful basis, be satisfied that the monitoring is necessary and proportionate, carry out a data protection impact assessment where one is required, and tell its workers clearly what is monitored and why.
Tandem does not record location outside working time, and continuous location tracking is not part of Base clocking. Location records can be inaccurate or delayed, so they must not be used on their own to decide anyone's pay or discipline, and workers must be able to challenge records used in decisions about them. A worker acknowledging our Worker Monitoring Notice records that they received it. It is not consent to monitoring.
Safety features, such as lone-worker check-ins and alerts, support the Customer's own emergency arrangements. They do not replace those arrangements or the emergency services. An alert that fails, or is sent while offline, is not confirmation that anyone has been contacted.
12. Relying on Tandem
Tandem records what people enter and what devices report. Schedules, travel times, locations, timesheets, reports and suggestions depend on configuration, connections and devices, and can be incomplete or wrong. Check records before relying on them for pay, billing, employment, safety or legal decisions. Tandem does not decide anyone's employment status, and it is not payroll, accounting, tax or legal advice.
Where the Customer uses Tandem AI, outputs can be wrong and must be checked before they are used. Tandem AI drafts, summarises and suggests. It does not send messages, set prices or make decisions on its own. We do not use the Customer's data to train shared AI models.
13. Customer data
The Customer owns the data it and its Users put into Tandem ("Customer Data"). The Customer allows us to host, copy, process and display Customer Data as needed to provide, secure and support Tandem. We may use information about how Tandem is used, combined so that it does not identify the Customer or any person, to run and improve the service. We process personal data in Customer Data only as the Data Processing Addendum sets out.
The Customer can export its data at any time while it has access, including while the workspace is read-only. Removing a User's access does not delete the records they created, because those records belong to the Customer. Turning off a module keeps its records, read-only and exportable.
14. Availability and support
We work to keep Tandem available and secure, but we do not promise it will be uninterrupted or free of errors. We plan maintenance outside UK business hours where we can, and give advance notice of planned work that is likely to cause disruption.
Support is by email at support@tandemops.net, 9am to 5pm UK time, Monday to Friday, except bank holidays in England. We aim to reply within one business day.
15. Suspension
We may suspend access straight away where that is needed to stop a security threat, harm to anyone or unlawful use. We may also suspend access, after giving notice and a reasonable chance to put things right, for a serious breach of these terms, or as section 6 allows for unpaid fees. Suspension does not delete data, and we will restore access as soon as the reason has gone.
16. Ending the agreement
The Customer may end the agreement by cancelling under section 7, or by closing its Company in Tandem. We may end the agreement by giving at least 30 days' notice by email, and we will refund fees prepaid for any period after it ends. Either party may end the agreement straight away by written notice if the other commits a serious breach and does not put it right within 14 days of being asked, or becomes insolvent or stops trading.
When a subscription ends, the workspace becomes read-only. Users can still sign in, view and export, but cannot add or change records. We keep the data for 12 months after the subscription ends, unless the Customer asks us to delete it sooner. After that we may delete it, after giving 30 days' notice by email. When an owner closes the Company in Tandem, its data stays read-only for the period they choose, of at least 30 days, and is then deleted. Our Data Export and Deletion notice gives the details, including backups and records the law requires to be kept.
Sections 13, 17, 18, 19 and 22, and any others that by their nature should continue, continue after the agreement ends.
17. Intellectual property
We, or our licensors, own Tandem and everything in it other than Customer Data. During the subscription, the Customer may use Tandem for its own business, and allow its Users to do so, under these terms. Nothing else is transferred. If you send us feedback or ideas, we may use them freely.
18. Confidentiality
Each party will keep the other's confidential information confidential and use it only for this agreement. This does not apply to information that is already public, that it receives lawfully from someone else, or that it must disclose by law.
19. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law.
Subject to that: - neither party is liable for loss of profits, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss; - each party's total liability arising from the agreement in each 12-month period from the start of the subscription is limited to the greater of the fees paid and payable by the Customer in that period and £100; - if Customer Data is lost or damaged because of something we did or failed to do, our responsibility is to use reasonable efforts to restore it from our most recent backup, within that limit.
These limits do not affect the Customer's duty to pay fees.
Except as these terms say, we give no other promises, conditions or warranties, whether implied by law or otherwise, to the extent the law allows.
The Customer will compensate us for claims made against us by others, including its workers and customers, that arise from Customer Data, from marketing it sent unlawfully, or from its use of monitoring features without a lawful basis. This is subject to the limit above.
20. Changes to these terms
We may update these terms. If a change is material, we will email the Customer's owners at least 30 days before it takes effect, unless the law or a security problem requires it sooner. If the Customer does not accept a material change, it may cancel before the change takes effect and we will refund fees prepaid for the period after cancellation. Each new version is published with a new version number. Users are asked to acknowledge it in the app, and we keep a record of which version each person acknowledged and when.
21. Transfer
The Customer may not transfer the agreement without our written consent. We may transfer it to a company we control, or to anyone who takes over the Tandem business, for example when Tandem becomes a limited company. We will tell the Customer, and its rights under these terms will not be reduced.
22. General
Neither party is responsible for delays caused by events beyond its reasonable control, but this does not excuse late payment. Notices to us go to support@tandemops.net, and notices to the Customer go to the email address of its account owner. These documents are the whole agreement and replace earlier discussions about it. If any part is found to be unenforceable, the rest still applies. Not enforcing a right straight away does not waive it. Nobody else has rights under the agreement under the Contracts (Rights of Third Parties) Act 1999.
The agreement, and any dispute about it, is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
23. Questions and complaints
Email support@tandemops.net about the service. For data protection questions or complaints, use our complaints form at https://app.tandemops.net/complaints or email privacy@tandemops.net. We acknowledge complaints within 30 days and respond without undue delay. You can also complain to the Information Commissioner's Office at https://ico.org.uk/make-a-complaint/.