Welcome to On-Cloc ServPal ("ServPal" or the "App"), the client app of the On-Cloc service management
platform developed by Kushu Software (the "Company," "we," "us," or "our"). By accessing or using the
ServPal mobile application or any related services (collectively, the "Services"), you agree to be bound by these
Terms of Use (the "Terms").
IF YOU DO NOT AGREE TO THESE TERMS, DO NOT USE THE SERVICE.
1.1 Binding Agreement
These Terms constitute a legally binding agreement between you (the "User," "you," or "your") and Kushu Software.
By signing in, accessing the Service, or using any features, you acknowledge that you have read, understood,
and agree to be bound by these Terms, as well as our ServPal Privacy Policy.
1.2 Eligibility
You must be at least 18 years of age or the age of majority in your jurisdiction to use the Service.
If you use the Service on behalf of a business or organisation, you represent that you are authorised to act for it.
1.3 Changes to Terms
We reserve the right to modify these Terms at any time. We will notify you of material changes through the Service,
by email, or by posting an updated version with a new "Last Updated" date. Your continued use of the Service after
such changes constitutes acceptance of the modified Terms.
2. Service Description
2.1 Overview
ServPal connects you with a service provider that uses the On-Cloc platform. The App lets you:
Service Requests
Raise, follow and cancel service requests (tickets)
Job Tracking
Follow the job cards created to resolve your requests
Billing
View invoices, payment history and payment references
Feedback
Rate completed jobs and leave comments
Assets
View equipment registered to you and its warranty details
Notifications
Receive alerts about payments, invoices, requests and jobs
2.2 What ServPal is not
Kushu Software provides the software only. The services requested through ServPal (repairs, maintenance, installations and
similar work) are provided by your service provider, not by Kushu Software.
3. Account Registration and Security
3.1 Account Creation
ServPal accounts are created by your service provider. To use the Service you must:
Be registered as a client by an authorised service provider
Provide accurate, current, and complete profile and contact information
Keep your organisation's contact details up to date
3.2 Account Credentials
You are responsible for:
Maintaining the confidentiality of your username and password
All activities that occur under your account, including requests raised and feedback submitted
Notifying us or your service provider immediately of any unauthorised use
Using a strong password and changing it if you suspect it has been compromised
3.3 Device Registration
To deliver push notifications, ServPal registers the device you sign in on. You can disable notifications at any time from
your device settings. Signing out removes your session from the device.
4. Your Service Provider
4.1 Separate Agreement
Your relationship with your service provider, including pricing, service levels, warranties, scheduling and the quality of
work performed, is governed by your separate agreement with that provider. These Terms do not create any obligation on
Kushu Software to perform those services.
4.2 Provider Access
Your service provider can view and manage the information you submit through ServPal, including:
Your profile and organisation contact details
Service requests, job cards and their history
Invoices, payments and registered assets
Feedback and ratings you submit
4.3 Provider Content
Job details, invoices, payment records, asset records and partner promotions shown in ServPal are supplied by your service
provider. Questions about their accuracy should be directed to your service provider first.
5. Service Requests and Jobs
5.1 Raising Requests
When raising a service request, you agree to:
Describe the issue accurately and honestly
Choose a priority that reflects the real urgency of the issue
Provide correct site and contact details so officers can reach you
Not raise duplicate, false or abusive requests
5.2 Response Times
Submitting a request through ServPal does not guarantee a response or completion time. Response times are set by your
service provider and your agreement with them.
5.3 Cancellations
You may cancel an open request in the App until work on it has been completed. Your service provider's cancellation
policy, including any call-out charges, continues to apply.
5.4 Emergencies
ServPal is not an emergency service. For situations involving danger to life, health or property,
contact your local emergency services immediately.
6. Invoices and Payments
6.1 Billing Information
ServPal shows invoices and payment records issued by your service provider. Invoices are issued by, and payable to,
your service provider in accordance with your agreement with them.
6.2 Payment Processing
ServPal does not process card payments or store payment card or mobile money credentials
Payment confirmations shown in the App reflect records captured by your service provider
Payment references are provided for your records and reconciliation
6.3 Billing Disputes
Disputes about amounts invoiced or payments received must be raised with your service provider. Kushu Software is not a
party to the billing relationship between you and your service provider.
6.4 Use of the App
ServPal is provided to you at no charge. Standard data charges from your mobile network operator may apply.
7. Feedback and Ratings
7.1 Submitting Feedback
When rating completed jobs, you agree that your feedback will:
Be honest and based on your genuine experience
Not contain abusive, defamatory, discriminatory or offensive language
Not include personal information about others beyond what is necessary
7.2 Use of Feedback
Feedback is shared with your service provider and may be used to evaluate service quality and the performance of the
officers who attended your job.
8. Assets and Equipment
Asset and warranty information shown in ServPal is maintained by your service provider and is provided for reference only.
The terms of any warranty are those agreed with your service provider or the equipment manufacturer.
9. Data Usage and Privacy
9.1 Data Collection
The Service collects and processes:
Personal information (name, username, email, phone, business name, address)
Organisation contact information
Service requests, jobs, invoices, payments, assets and feedback
Device information required for push notifications (model, OS, installation identifiers, notification token)
Usage diagnostics and activity logs
ServPal does not track your location.
9.2 Privacy Policy
Our collection, use, and protection of your data is governed by our
ServPal Privacy Policy, which is incorporated into these Terms by reference.
9.3 Data Rights
You have rights regarding your personal data:
Access your personal information
Request corrections to inaccurate data
Request deletion where permitted by law
Export your data in portable format
Object to certain processing activities
Contact your service provider or us at systems@on-cloc.app for data-related requests.
10. Acceptable Use Policy
10.1 Permitted Use
You may use the Service only for:
Requesting and tracking services from your service provider
Reviewing your own billing, asset and job records
Lawful activities
10.2 Prohibited Activities
You must NOT:
Submit false, misleading, duplicate or abusive service requests
Post abusive, defamatory or fraudulent feedback
Share your account credentials with others
Access data belonging to other clients or organisations
Attempt to hack, reverse engineer, or compromise the Service
Use the Service for illegal activities
Upload malicious code or viruses
Harass, abuse, or harm service officers or other users
Impersonate others or misrepresent your identity
Scrape, crawl, or extract data without authorization
Interfere with Service operations or performance
Circumvent security features or access controls
10.3 Enforcement
Violations may result in:
Account suspension or termination
Removal of content you submitted
Notification of your service provider
Legal action and prosecution
Liability for damages
11. Intellectual Property
11.1 Ownership
The Service and all related content, features, and functionality are owned by Kushu Software and protected by:
Copyright laws
Trademark laws
Patent rights
Trade secret protections
Other intellectual property laws
Logos and branding of your service provider and its partners remain the property of their respective owners.
11.2 Trademarks
"On-Cloc," "ServPal," "Kushu Software," related logos, and marks are trademarks of Kushu Software.
You may not use these marks without prior written permission.
11.3 License Grant
Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to:
Access and use the Service for its intended purpose
Install and use the mobile application on your devices
11.4 User Content
By submitting content (requests, comments, feedback, profile details, etc.), you grant us:
A worldwide, non-exclusive, royalty-free license
To store, process, and display your content
For the purpose of providing the Service
To your service provider and its authorized users
11.5 Suggestions
Any suggestions or ideas you provide to us about the App may be used without compensation or attribution.
12. Third-Party Services and Integrations
12.1 Third-Party Services
The Service may integrate with or use:
Google Firebase Cloud Messaging for push notifications
Cloud hosting services
Communication services (SMS, email)
12.2 Third-Party Terms
Use of third-party services is subject to their respective terms and policies. We are not responsible for:
Third-party service availability
Third-party data practices
Third-party service changes
12.3 External Links and Promotions
The App may contain links to third-party websites, including partner promotions. We are not responsible for:
Content on external sites
Products or services offered by partners
Your interactions or transactions with external sites
13. Service Availability and Support
13.1 Service Availability
We strive to provide reliable Service but:
We do not guarantee 100% uptime
Maintenance windows may cause temporary unavailability
Most features require an active internet connection
We reserve the right to modify or discontinue features
13.2 Support
Support is available through:
Your service provider, for questions about requests, jobs, invoices and payments
The Service is provided "as is" and we do not guarantee continuous, uninterrupted, or error-free operation.
14. Disclaimers and Warranties
14.1 "AS IS" Service
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:
Warranties of merchantability
Fitness for a particular purpose
Non-infringement
Accuracy or reliability
Continuous availability
Error-free operation
14.2 Services by Your Provider
We make no warranty regarding the quality, timeliness, safety or legality of services performed by your service provider.
14.3 Data Accuracy
We do not warrant:
Accuracy of data supplied by you or your service provider
Completeness of billing or asset information
Timely delivery of push notifications
14.4 Device Compatibility
We do not guarantee:
Compatibility with all devices or operating systems
Performance on older devices
Compatibility with future OS versions
15. Limitation of Liability
15.1 Damages Limitation
TO THE MAXIMUM EXTENT PERMITTED BY LAW, KUSHU SOFTWARE SHALL NOT BE LIABLE FOR:
Indirect, incidental, special, or consequential damages
Lost profits, revenue, or business opportunities
Data loss or corruption
Service interruptions or downtime
Acts, omissions or services of your service provider or other third parties
Unauthorized access to your account
15.2 Maximum Liability
Because ServPal is provided to you free of charge, our total liability to you shall not exceed $100 (One Hundred Dollars).
15.3 Exception
Some jurisdictions do not allow limitation of liability for certain damages. In such jurisdictions, our liability is limited to the maximum extent permitted by law.
15.4 Basis of Bargain
You acknowledge that these limitations are essential elements of the agreement between you and Kushu Software.
16. Indemnification
16.1 Your Indemnification
You agree to indemnify, defend, and hold harmless Kushu Software, its affiliates, officers, directors, employees, agents, and licensors from any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising from:
Your use or misuse of the Service
Your violation of these Terms
Your violation of any law or regulation
Content you submit to the Service, including feedback
Your negligent or wrongful conduct
16.2 Defense Control
We reserve the right to assume exclusive defense and control of any matter subject to indemnification, at your expense.
17. Termination
17.1 Termination by You
You may stop using ServPal at any time. To request account termination:
When your service provider ends its relationship with you or stops using On-Cloc
If required by law
At our discretion with or without cause
17.3 Effect of Termination
Upon termination:
Your right to access the Service ceases immediately
We may delete your data after a retention period
Billing records may be retained where required by law
Provisions of these Terms that should survive will continue
17.4 Survival
The following sections survive termination:
Intellectual Property
Disclaimers and Warranties
Limitation of Liability
Indemnification
Dispute Resolution
General Provisions
18. Dispute Resolution
18.1 Governing Law
These Terms are governed by and construed in accordance with the laws of Uganda, without regard to conflict of law principles.
18.2 Disputes with Your Service Provider
Disputes about services performed, invoices or payments must be resolved directly with your service provider.
18.3 Informal Resolution
Before filing a claim against us, you agree to contact us at systems@on-cloc.app to attempt informal resolution.
18.4 Arbitration
Any dispute with us not resolved informally shall be resolved through binding arbitration rather than in court, except:
Small claims court actions
Injunctive or equitable relief
Intellectual property disputes
18.5 Class Action Waiver
You agree to resolve disputes only on an individual basis and waive any right to participate in class actions or class-wide arbitration.
18.6 Jurisdiction
Subject to arbitration requirements, exclusive jurisdiction lies in the courts of Kampala, Uganda.
19. General Provisions
19.1 Entire Agreement
These Terms, together with the ServPal Privacy Policy, constitute the entire agreement between you and Kushu Software regarding the Service.
19.2 Severability
If any provision is found unenforceable, the remaining provisions continue in full force and effect.
19.3 Waiver
Our failure to enforce any right or provision does not constitute a waiver of that right or provision.
19.4 Assignment
You may not assign or transfer these Terms without our written consent. We may assign these Terms without restriction.
19.5 No Agency
Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship, including between Kushu Software and your service provider.
19.6 Force Majeure
We are not liable for delays or failures due to causes beyond our reasonable control.
These Terms are provided in English. Translations may be provided for convenience, but the English version controls.
19.9 Electronic Communications
You consent to receive electronic communications from us, and agree that such communications satisfy legal requirements for written communications.
20. Updates and Amendments
20.1 Service Updates
We may update the Service to:
Add new features and functionality
Improve performance and reliability
Fix bugs and security vulnerabilities
Update designs and user interfaces
20.2 Mandatory Updates
You may be required to install updates to:
Continue using the Service
Maintain security and compatibility
Access new features
21. Accessibility
21.1 Accessibility Commitment
We strive to make the Service accessible to users with disabilities and endeavor to follow accessibility best practices, including support for light and dark themes.
21.2 Accessibility Feedback
If you encounter accessibility barriers, please contact us at systems@on-cloc.app.
22. Children's Privacy
The Service is not intended for use by individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us.
23. International Use
23.1 Global Access
While the Service may be accessed globally, we make no representation that:
The Service is appropriate or available in all locations
Content complies with laws of all jurisdictions
Features comply with all local regulations
23.2 Local Compliance
If you access the Service from outside Uganda, you are responsible for compliance with local laws.
24. Security
24.1 Security Measures
We implement reasonable security measures to protect the Service and your data, including:
Encryption of data in transit
Secure on-device storage of sign-in tokens
Authentication and authorization controls
Access logging and monitoring
24.2 Security Incidents
You must promptly report any security vulnerabilities or incidents to systems@on-cloc.app.
24.3 No Absolute Security
No system is completely secure. We cannot guarantee absolute security of your data or account.
25. Mobile Application Specific Terms
25.1 Mobile License
The mobile application is licensed, not sold. Your license is subject to:
These Terms
App store terms (Google Play, Apple App Store)
Device and OS requirements
25.2 Mobile Updates
Updates may be delivered:
Automatically through app stores
Requiring manual user action
With changes to features or functionality
25.3 Mobile Data
Use of the mobile application may consume mobile data and device storage for cached content such as images.
25.4 Push Notifications
The app may send push notifications for:
Payment confirmations and new invoices
Service request updates
Job card updates
Important service messages
You can manage notification preferences in device settings.
26. Contact Information
For questions, concerns, or notices regarding these Terms, please contact:
BY SIGNING IN, ACCESSING, OR USING ON-CLOC SERVPAL, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS OF USE AND OUR PRIVACY POLICY.