Terms of Service

These Terms of Service govern your access to and use of the Backline website, dashboards, and services (the "Platform"). By creating an account, submitting a service request, or applying as a service provider, you agree to these terms. If you are agreeing on behalf of a business, you confirm you have authority to bind that business.

Backline is a managed marketplace that connects restaurants with independent commercial service providers and coordinates work orders, scheduling, documentation, and billing.

Backline is not a contractor and does not itself perform HVAC, refrigeration, plumbing, electrical, cleaning, pest control, or other trade work. Service providers on the Platform are independent businesses, not employees or agents of Backline.

You must provide accurate business information and keep it current. You are responsible for all activity that occurs under your account and for keeping credentials confidential. Accounts may not be shared across unrelated businesses.

Backline may suspend or terminate an account that violates these terms, misrepresents credentials or insurance, or presents a safety or payment risk.

Restaurants agree to describe service needs accurately, provide safe site access, designate an authorized contact for approvals, and pay for approved work through the Platform.

Requesting or accepting work outside the Platform from a provider introduced through Backline is a breach of these terms.

Providers agree to maintain all licenses, permits, and insurance required for the trades and jurisdictions they serve, to perform work in a professional and code-compliant manner, and to upload accurate completion documentation including photos, notes, and parts used.

Providers set their own schedules and methods. Providers are solely responsible for their employees, subcontractors, tools, taxes, and compliance obligations.

A service request becomes a work order once Backline dispatches or a provider claims it. Quoted amounts are estimates until approved by the restaurant. Additional work discovered on site requires a new approval before it is performed and billed.

Restaurants are billed for approved work through the Platform. Membership plan fees, where applicable, are billed in advance and recur until cancelled. A concierge coordination fee may apply per dispatched job, as disclosed at the time of request.

Backline retains a platform commission of 20% of job value, with a minimum of $20 and a maximum of $200 per job. The remaining amount is remitted to the provider after payment clears and after any applicable hold period.

Card payments are processed by Stripe. Backline does not store full card numbers. Failed or reversed payments may result in suspension of service.

Membership fees are non-refundable for periods already begun, and cancellation takes effect at the end of the current billing period. Individual jobs may be cancelled before a provider is dispatched at no charge; late cancellations may incur a trip charge.

If work is defective, report it within 72 hours. Backline will review the work order record and coordinate rework or an appropriate refund where eligible.

You may not misuse the Platform, including by submitting false information, attempting to access other users' data, scraping the Platform, interfering with its operation, or using it for any unlawful purpose.

The Platform, including its software, design, and content, is owned by Backline and protected by intellectual property laws. You retain ownership of the content you submit and grant Backline a license to use it to operate and improve the service.

The Platform is provided "as is" without warranties of any kind. Backline does not warrant that any specific provider will be available or that work will be uninterrupted or error-free.

To the maximum extent permitted by law, Backline's total liability arising from or relating to the Platform is limited to the fees paid to Backline in the three months preceding the claim. Backline is not liable for indirect, incidental, or consequential damages, including lost revenue or spoiled inventory.

You agree to indemnify and hold Backline harmless from claims arising out of your use of the Platform, your breach of these terms, or, for providers, the work you perform.

Backline may update these terms. Material changes will be communicated through the Platform or by email. Continued use after an update constitutes acceptance.

Questions about these terms can be sent through the Backline help center or to the contact address listed there.