Terms & Conditions

These Terms & Conditions (“Terms”) govern your access to and use of Protocol (“Protocol,” “we,” “us,” or “our”), including our website, the managed marketing systems and websites we operate for clients, and related services (together, the “Service”).

By accessing or using the Service, booking a call, or purchasing a subscription, you agree to be bound by these Terms. If you do not agree, do not use the Service.

1. Who Can Use The Service

You must be at least 18 years old and able to enter into a legally binding agreement. If you use the Service on behalf of a business, you represent that you have authority to bind that business, and “you” means that business. You represent that any information you provide is accurate and complete.

2. What Protocol Provides

Protocol is a managed marketing service for home service and related businesses. Depending on your plan, the Service includes:

• A managed website, including design, development, and copywriting
• Hosting, maintenance, and ongoing care of your website
• Content created from completed jobs, photos, notes, and service topics
• Publishing to supported website, search, and social channels
• Review, reporting, quoting, and booking features included in your plan
• Website and channel analytics, including traffic, leads, reach, and engagement where the connected platform makes them available
• Support from our team

We may update, improve, or modify the Service at any time. We build and operate your website for you; we do not sell or license our software for you to run yourself.

3. Access & Security

If we provide you with credentials or access to any part of the Service, you are responsible for:

• Maintaining the confidentiality of those credentials
• All activity that occurs under your access

We are not responsible for unauthorized access caused by your failure to secure your credentials.

4. Fees, Billing & Payments

Protocol plans are billed as monthly subscriptions. The managed website is included while your subscription remains active. Paid ad management may be added for $499 per month. Advertising spend and third-party charges are billed separately.

• Fees are billed according to the plan you select
• Your subscription renews automatically each month until you cancel, and you authorize us to charge your payment method on file for renewals
• Payments are non-refundable except as provided by our published 90-Day Performance Guarantee or required by law
• We may change pricing with at least 30 days’ notice

Failure to pay may result in suspension of the Service, including taking your website offline.

5. Onboarding, Website Launch, Updates & Support

Your subscription includes the marketing activity and website updates listed in your selected plan. You agree to provide accurate business information and materials we are allowed to publish.

Where your plan includes unlimited website changes, there is no fixed numerical cap on routine website change requests while your subscription is active. Unlimited changes do not mean instant, simultaneous, or guaranteed completion. Each complete request enters our production queue and is scheduled based on team availability, complexity, required access, and any third-party dependencies.

If you do not have a usable website, the standard period to build and launch your managed website is 14 calendar days. That period begins after kickoff and after we receive the business information, service and pricing details, brand materials, domain and platform access, and approvals needed for the build, whichever occurs later.

The 7-day free trial and the website build period are separate. The trial does not mean that a new website will be completed or launched during those seven days. Missing materials, delayed feedback, requested revisions, third-party access issues, or work outside the agreed scope may extend the launch date.

• Based on our current operations, routine website changes average approximately 24 hours from receipt of a complete request to publication. This is an estimate only, not a deadline, service level commitment, or guarantee
• Larger changes, such as redesigns or new functionality, may be completed on a longer timeline or scoped and priced separately before work begins

6. Cancellation & Termination

You may cancel your subscription at any time by contacting us. Cancellation takes effect at the end of your current billing period. When your subscription ends:

• Your website is taken offline unless you purchase the optional website handoff described in Section 7
• The website is not automatically transferred to you
• Your domain name stays yours. If you owned it before working with us, nothing changes. If Protocol purchased it on your behalf, we will transfer it to you at your request
• Copies of your own content and customer data are available on request (see Section 8)

We may suspend or terminate your access if you violate these Terms, payment fails, or we are required to by law or legal request.

7. Ownership, Website Handoff & Intellectual Property

Protocol owns all code, designs, templates, systems, and software that power your website and the Service, including work created specifically for your build. While your subscription is active, we grant you a limited, non-exclusive, non-transferable license to have your website operated for your business on our platform.

If you cancel, you may request a copy of your website in its current form for a one-time $999 transfer fee. After payment, we will provide the website files and content that are technically and legally transferable. The handoff is provided as is and does not include hosting, maintenance, future changes, ongoing support, Protocol’s internal systems, or third-party products and licenses. You are responsible for arranging new hosting and any migration work after the handoff.

You own your brand and the source content you provide: your business name, logo, original photos, original text, and customer data. While the subscription is active, you may use marketing content we create for your business through the Service. We may feature completed client websites in our portfolio and marketing; tell us if you would rather we not feature yours.

8. Your Content & Customer Data

By using the Service, you grant Protocol a limited license to host, store, and process your content solely to provide the Service. You may request a copy of your content and customer data at any time, including after cancellation.

You are responsible for ensuring that:

• You have rights to the content you provide
• Your use of customer data complies with applicable privacy laws

9. Marketing Communications

When you book a call with us or submit your contact information through the Service, you agree that Protocol may send you marketing emails about our services. Every marketing email includes an unsubscribe link, and opting out never affects any service you’re receiving.

10. Text Messaging (SMS)

If you provide your mobile number and opt in through a booking or intake form, you agree that Protocol may send you text messages related to your account, such as appointment reminders, booking confirmations, and notifications. If you separately opt in, we may also send marketing and promotional messages. Agreeing to receive marketing text messages is not a condition of purchasing any service.

Message frequency varies. Message and data rates may apply. Reply STOP to any message to cancel, and reply HELP for help. Opting out of text messages will not affect any other service you receive. Carriers are not liable for delayed or undelivered messages.

How we handle the mobile information you share is described in our Privacy Policy.

11. Acceptable Use

You agree not to:

• Use the Service for unlawful purposes
• Attempt to gain unauthorized access to systems or data
• Interfere with or disrupt the Service
• Upload or transmit malicious code
• Copy, resell, reverse engineer, or create derivative works from the Service or your website’s code

We reserve the right to suspend or terminate access that violates these Terms.

12. Third-Party Services

The Service may integrate with or rely on third-party services (e.g., hosting infrastructure, payments, scheduling). We are not responsible for:

• Third-party outages
• Errors or failures caused by third-party services
• Third-party terms or policies

Your use of those services is subject to their own terms.

13. Results And The Performance Guarantee

The Service is provided “as is” and “as available.” Except for an eligible written claim under our 90-Day Performance Guarantee, we do not guarantee that:

Eligibility requires an active Grow or Scale plan and an existing website with at least 90 consecutive days of usable analytics immediately before Protocol launches the new site. Grow accounts must also maintain at least 5 cross-channel posts per week during the guarantee window. If those requirements are not met, no traffic guarantee applies.

• The Service will be uninterrupted or error-free
• Your marketing or website will achieve any specific search ranking, AI visibility, traffic, leads, bookings, or revenue
• Your website will satisfy the requirements of the Americans with Disabilities Act or any other law governing website accessibility

Use of the Service is at your own risk.

14. No Professional Advice

Protocol does not provide legal, financial, or business advice. Any information we share is general information only, and you are responsible for decisions made using the Service.

15. Limitation Of Liability

To the maximum extent permitted by law, Protocol shall not be liable for any:

• Indirect, incidental, or consequential damages
• Loss of profits, data, or business opportunities
• Customer disputes or missed appointments

Our total liability shall not exceed the amount paid by you to Protocol in the past 12 months.

16. Indemnification

You agree to indemnify and hold harmless Protocol from any claims, damages, or liabilities arising from:

• Your use of the Service
• Your content or customer data
• Your violation of these Terms or applicable laws

17. Disputes & Governing Law

These Terms are governed by the laws of the State of Nebraska, without regard to conflict of law principles. If a dispute comes up, contact us first: most issues get resolved with a conversation. Any dispute that cannot be resolved informally will be settled by binding individual arbitration in Nebraska, except that either party may bring qualifying claims in small claims court. You and Protocol each waive the right to a jury trial and to participate in a class action. You may opt out of arbitration by emailing us within 30 days of first accepting these Terms.

18. Changes To These Terms

We may update these Terms from time to time. If changes are material, we will update the “Last updated” date and make reasonable efforts to notify active clients. Continued use of the Service after changes constitutes acceptance of the updated Terms.

19. General

These Terms are the entire agreement between you and Protocol regarding the Service. If any provision is found unenforceable, the rest remain in effect. Our failure to enforce a provision is never a waiver of it. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets. Nothing in these Terms creates a partnership, agency, or employment relationship between you and Protocol.

20. Contact

If you have questions about these Terms, contact us at:

Email: [email protected]
Company: Protocol