Terms of Service

These Terms of Service (“Terms”) constitute a legally binding agreement between sento LLC, a Florida limited liability company (“Sento,” “we,” “us,” or “our”), and the individual or legal entity that registers for, accesses, or uses the Sento field service management platform, website at www.sento-va.com, web application, application programming interfaces, and mobile applications for iOS and/or Android (collectively, the “Platform” or “Services”).

By creating an account, clicking to accept these Terms, or using the Services, you (“Customer,” “you,” or “your”) agree to be bound by these Terms on behalf of yourself and the organization you represent. If you do not agree, you must not access or use the Services.

If you use the Services on behalf of a company or other legal entity, you represent and warrant that you have authority to bind that entity to these Terms. In that case, “Customer” refers to that entity.

For questions regarding these Terms, contact:

1. Definitions

1.1 “Authorized User”

means an individual permitted by Customer to access the Services under Customer's account, including owners, administrators, managers, dispatchers, and technicians.

1.2 “Customer Data”

means all information submitted to, stored in, generated by, or transmitted through the Services by or on behalf of Customer or its Authorized Users, including tenant configuration, user profiles, Job Data, lead content, messaging payloads, location telemetry, financial records, and publisher metadata.

1.3 “Job Data”

means transactional records relating to field service work, including end-customer name, phone number, service address, issue description, appointment details, job status, parts usage, closure data, and related operational fields. Job Data does not constitute a standalone end-customer account on the Platform.

1.4 “Publisher”

means a third-party lead source or marketing partner whose contact and attribution metadata Customer configures within its tenant workspace.

1.5 “Subscription”

means Customer's paid or trial access to the Services under a selected plan tier and billing interval.

2. The Services

2.1 Software platform only

Sento provides cloud-based software tools for field service operations, including dispatch, job and lead management, optional WhatsApp lead automation, live technician location display, route optimization features, inventory and reporting tools, and financial ledger and settlement tracking functionality. Sento is a software provider only.

2.2 No professional services

Unless expressly agreed in a separate signed written statement of work, Sento does not provide legal, accounting, tax, insurance, HR, safety, compliance, dispatch consulting, or field operations management services.

2.3 Changes to the Services

We may modify, suspend, or discontinue any part of the Services at any time, with or without notice, including features, integrations, plan limits, and availability. We will use commercially reasonable efforts to provide advance notice of material changes where practicable, but we are not obligated to maintain any specific feature indefinitely.

3. Account Registration and Access

3.1 Account responsibility

Customer is solely responsible for:

1. the accuracy of registration information;
2. maintaining the confidentiality of credentials;
3. all activity occurring under its account; and
4. configuring role-based access for Authorized Users.

3.2 Authorized Users

Customer must ensure that each Authorized User complies with these Terms and applicable law. Customer is fully responsible for acts and omissions of Authorized Users as if they were Customer's own.

3.3 Minimum age

The Services are intended for business use. Authorized Users must be at least eighteen (18) years old or the age of majority in their jurisdiction.

3.4 Security incidents

Customer must promptly notify Sento at sento@gmail.com of any suspected unauthorized access to Customer's account.

4. Subscription, Billing, and Payments

4.1 Subscription fees

Access to certain features requires a paid Subscription. Fees, plan tiers, add-ons, trials, and billing intervals are described on the Platform or in an order flow and may change upon renewal or with reasonable notice as permitted by law.

4.2 Payment processor

Subscription and certain add-on charges are processed through Stripe, Inc. or other third-party payment processors. Customer agrees to Stripe's terms and privacy policy in addition to these Terms. Sento does not store full payment card numbers on its servers.

4.3 Taxes

Fees are exclusive of applicable taxes unless stated otherwise. Customer is responsible for all sales, use, VAT, GST, and similar taxes arising from its Subscription, excluding taxes based on Sento's net income.

4.4 No refunds except as required by law

Except where mandatory under applicable law or expressly stated on the Platform, all fees are non-refundable, including for partial periods, unused capacity, or downgrades.

4.5 Suspension for non-payment

We may suspend or terminate access to paid features if fees are overdue.

5. Customer Responsibilities

Customer agrees that it is solely responsible for:

1. its field service business operations, customer relationships, pricing, scheduling, and service quality;
2. the accuracy, legality, and completeness of all Customer Data;
3. obtaining all consents, notices, and legal bases required to collect, use, and process Customer Data, including Job Data, employee/contractor data, publisher data, WhatsApp message content, and location tracking;
4. providing any required written or electronic Electronic Monitoring Notices to employees and contractors before enabling GPS or other electronic monitoring (including under New York, Connecticut, Delaware, and California law), and obtaining any required consents — in-app disclosures do not discharge these duties;
5. reviewing, verifying, and approving all automated outputs before relying on them for dispatch, billing, payouts, or customer communication;
6. compliance with all applicable laws, including consumer protection, telemarketing, messaging, privacy, wage and hour, tax, licensing, insurance, and workplace safety laws;
7. maintaining appropriate insurance for its business and field operations; and
8. all agreements, disputes, and obligations between Customer and its technicians, managers, publishers, subcontractors, and end customers, including internal commission, credit-card penalty, cash-clearance, and settlement deduction disputes.

6. Financial Disclaimers

6.1 Not a financial institution

Sento is not a payment processor, bank, money transmitter, payroll provider, escrow agent, or financial institution. The Platform may display, calculate, record, or organize financial information, including job charges, deposits, balances, commissions, technician shares, publisher shares, settlements, ledgers, and payout history. These features are software tools only and do not constitute payment execution, custody of funds, fiduciary advice, or guarantee of financial accuracy.

6.2 No liability for financial outcomes

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

• ledger disputes, balance mismatches, reconciliation errors, or calculation mistakes;
• missed, delayed, incorrect, or disputed payouts between Customer and any technician, manager, publisher, or third party;
• tax reporting errors, withholding failures, or accounting treatment;
• chargebacks, refunds, fraud, or payment collection failures;
• financial agreements, commission arrangements, or settlement terms entered into by Customer; or
• any loss of profits, revenue, cash flow, or business opportunity arising from financial records or calculations on the Platform.

6.3 Customer bears full financial responsibility

Customer is solely responsible for verifying all amounts before disbursement, maintaining its own books and records, and resolving all financial disputes directly with its personnel and partners. Any use of Stripe Connect, card processing, QR payment tools, or other payment rails is subject to the applicable third-party provider's terms, and Customer—not Sento—is the merchant or contracting party with respect to end-customer payments unless expressly stated otherwise in a separate signed agreement.

6.4 No guarantee of correctness

Calculations may depend on Customer-entered data, configuration settings, plan tier, rounding, tax settings, commission rules, and third-party inputs. Sento does not warrant that any displayed balance, payout figure, commission split, or ledger entry is accurate, complete, or suitable for any particular purpose.

6.5 Internal fees, penalties, and workforce deductions

The Platform may allow Customer to configure internal financial settings, including percentages or amounts deducted from technician, manager, or publisher shares in connection with payment-method economics (including credit-card related internal penalties or adjustments such as credit-card penalty amounts), commission rules, cash clearance, and settlements. Such settings are Customer's business rules only. Sento does not set, recommend as lawful, or guarantee the legality of any wage deduction, commission clawback, tip allocation, or penalty as between Customer and its W-2 employees or 1099 contractors. Customer is solely responsible for compliance with wage-and-hour, payroll, tipping, and independent-contractor laws. Any dispute by a technician or other worker regarding deductions, penalties, or settlements is solely between that individual and Customer.

To the maximum extent permitted by law, Sento shall have no liability for such workforce deduction, penalty, commission, or settlement disputes, and Customer shall indemnify Sento Indemnitees therefor under Section 18.

7. Inbound Leads, WhatsApp, Meta APIs, and AI Parsing

7.1 Third-party messaging dependencies

The Services may integrate with Meta Platforms technologies, including WhatsApp Cloud API, webhooks, embedded signup, and related messaging infrastructure. These integrations depend on third-party systems outside Sento's control. Sento does not operate WhatsApp, Meta, Twilio, or any carrier network.

7.2 No guarantee of availability or delivery

Sento makes no warranty that WhatsApp, Meta APIs, webhooks, SMS, voice, or other messaging channels will be available, uninterrupted, error-free, or compatible with Customer's configuration at all times.

7.3 Automated parsing and AI limitations

The Platform may use templates, rules, pattern matching, deduplication logic, and optional artificial intelligence to extract fields from inbound messages. When AI parsing is enabled on an eligible Subscription tier, Sento transmits raw inbound message context to OpenAI, L.L.C. via the official OpenAI API Platform (https://api.openai.com/v1/chat/completions) using corporate API credentials, solely for automated lead-field extraction and optional parser-pattern suggestions. Under OpenAI's published API business data controls, API content is not used to train OpenAI models by default and may be retained temporarily (typically up to thirty (30) days) for abuse monitoring unless a Zero Data Retention arrangement applies. Automated systems may:

• misinterpret message content;
• fail to parse incomplete or non-standard formats;
• skip, merge, or mark duplicates incorrectly;
• delay processing due to webhook retries, quota limits, or system load; or
• produce incomplete or incorrect Job Data.

7.4 Publisher closed-loop notifications

Where Customer configures publisher WhatsApp notifications, outbound Meta templates may include end-customer name, phone, and address in body parameters as an operational status / feedback loop returning Job Data that originated from or was supplied through the Publisher relationship. Customer is solely responsible for the lawfulness of that disclosure. Such closed-loop processing is performed by Sento as Customer's Data Processor and does not constitute a sale of personal information by Sento. Sento does not send platform-initiated WhatsApp marketing or transactional messages directly to end customers or technicians.

7.5 Customer verification obligation

Customer bears full and sole responsibility for reviewing, verifying, correcting, and approving all leads, parsed fields, and resultant jobs before dispatch, customer contact, or billing. Sento strongly recommends human review of all automated outputs.

7.6 Zero liability for lead or revenue loss

To the maximum extent permitted by law, Sento shall not be liable for any lost, delayed, missed, duplicated, or incorrectly parsed leads; lost revenue; missed appointments; customer dissatisfaction; or business interruption arising from messaging integrations, Meta API changes, webhook failures, OpenAI API availability or outputs, or automated parsing logic.

7.7 Compliance with messaging laws

Customer is solely responsible for lawful use of WhatsApp and other messaging channels, including opt-in/consent, content restrictions, business verification, template approval, regional regulations, and Meta/WhatsApp policy compliance.

8. Independent Contractor and Employment Relationship

8.1 No employment relationship with Sento

Authorized Users—including technicians, managers, dispatchers, and administrators—are users of Customer's account. Sento is not an employer, joint employer, agent, partner, franchisor, or labor provider with respect to any technician, manager, dispatcher, or other field personnel.

8.2 Customer's workforce

Technicians and other field personnel are contractors, employees, or agents of Customer—not of Sento. Customer is solely responsible for:

• worker classification;
• wages, commissions, and payment timing;
• workers' compensation, unemployment, and payroll taxes;
• background checks and licensing;
• training, supervision, and field safety;
• vehicle, tool, and equipment requirements; and
• compliance with OSHA, DOT, local ordinances, and all applicable labor laws.

8.3 No agency

Nothing in these Terms creates any agency, partnership, joint venture, or fiduciary relationship between Sento and Customer or between Sento and any Authorized User.

8.4 Publisher relationships

Publishers are configured by Customer and are not agents of Sento. All commission, attribution, and settlement arrangements between Customer and Publishers are solely between those parties.

9. GPS, Live Tracking, Maps, and Dispatch

9.1 Operational tool only — internal use

The Platform may display real-time or recent location information for technicians, support Customer's internallive map views, proximity scoring, route optimization, and retain a limited proof-of-service location snapshot at job closure. These features are provided solely for Customer's internal dispatch optimization, fleet visibility, and operational records during active duty / on-shift states. Sento does not provide consumer-facing live arrival tracking, ETA messaging, or customer-notification GPS features as part of the Platform.

9.2 No guarantee of accuracy or uptime

Sento does not guarantee the accuracy, completeness, timeliness, or availability of GPS data, cellular connectivity, background location updates, map tiles, geocoding, traffic data, or routing output. Location data may be delayed, inaccurate, unavailable, or interrupted due to device settings, OS permissions, battery optimization, network conditions, hardware limitations, or third-party map providers.

9.3 Customer and user responsibility

Customer and its Authorized Users are responsible for safe driving, compliance with traffic laws, and independent verification of addresses, routes, and arrival times. The Platform must not be used as the sole navigation or safety system for vehicle operation.

9.4 No liability for logistical or physical harm

To the maximum extent permitted by law, Sento shall not be liable for any logistical errors, misdispatch, late arrivals, missed appointments, routing mistakes, vehicle accidents, personal injury, property damage, theft, or other operational or physical harm arising from use of or reliance on location, map, or dispatch features.

9.5 Employer / Tenant electronic monitoring obligations

Customer acknowledges that location features may constitute electronic monitoring or workplace surveillance under certain U.S. state laws. Customer — not Sento — bears 100% of the statutory obligation to: (a) provide all required written or electronic Electronic Monitoring Notices to employees and contractors before enabling monitoring (including under New York, Connecticut, Delaware, and California law); (b) obtain any required consents; (c) configure on-duty / off-duty policies; and (d) determine whether personal-device (BYOD) tracking is lawful for its workforce. In-app location disclosures, consent acknowledgments, and OS permission prompts are software controls only and do notdischarge Customer's legal duties.

Customer shall indemnify Sento Indemnitees under Section 18 for claims arising from Customer's failure to provide required monitoring notices or consents.

10. Acceptable Use

Customer and Authorized Users shall not:

1. use the Services for unlawful, fraudulent, or harmful purposes;
2. attempt to gain unauthorized access to the Platform or other tenants' data;
3. reverse engineer, decompile, or scrape the Services except as permitted by law;
4. interfere with security, webhook verification, or system integrity;
5. upload malware or abusive content;
6. use the Services to send spam or unlawful messages;
7. misrepresent identity or affiliation; or
8. resell or sublicense the Services except as expressly permitted by Sento in writing.

We may investigate violations and suspend or terminate access without liability.

11. Customer Data and Privacy

11.1 Privacy Policy

Our collection and use of personal information is described in the Sento Privacy Policy available at www.sento-va.com/privacy, incorporated by reference into these Terms.

11.2 Customer as Data Controller; Sento as Data Processor

For Job Data, lead and messaging payloads (including Publisher closed-loop WhatsApp template parameters), technician location telemetry processed for Customer operations, and settlement / ledger records Customer configures, Customer is the sole Data Controller (and “business” under CCPA/CPRA and analogous U.S. state privacy laws), and Sento acts strictly as Data Processor (and “service provider”). Customer represents that it has provided all required notices and obtained all required consents for Customer Data submitted to the Services. Sento processes such data only on Customer's documented instructions as set forth in these Terms and the Privacy Policy, and is not responsible for Customer's independent privacy, wage, or employment obligations to end customers or workforce members.

11.3 Security

We implement reasonable administrative, technical, and organizational safeguards, but no system is completely secure. Customer is responsible for its own endpoint and credential security.

12. Intellectual Property

12.1 Sento ownership

Sento and its licensors own all rights, title, and interest in the Services, software, documentation, branding, templates, and underlying technology. No rights are granted except the limited subscription license described herein.

12.2 Limited license

Subject to these Terms and payment of applicable fees, Sento grants Customer a non-exclusive, non-transferable, revocable license during the Subscription term for Customer's internal business use.

12.3 Customer Data license

Customer grants Sento a worldwide, non-exclusive license to host, process, transmit, display, and otherwise use Customer Data solely to provide, maintain, secure, and improve the Services and as described in the Privacy Policy.

12.4 Feedback

If Customer provides suggestions or feedback, Sento may use it without restriction or compensation.

13. Third-Party Services

The Services integrate with or depend on third-party products and services, including without limitation Stripe, Meta/WhatsApp, Twilio, OpenAI, cloud infrastructure providers, and mobile app stores. Third-party services are governed by their own terms and policies. Sento disclaims all liability arising from third-party services, outages, policy changes, API deprecations, or account suspensions imposed by third parties.

14. Confidentiality

Each party may receive non-public information from the other. The receiving party shall use reasonable care to protect such information and use it only for purposes of the relationship, except as required by law or with consent.

15. Service Availability and Support

15.1 No uptime guarantee

Unless expressly guaranteed in a separate signed enterprise agreement, the Services are provided on a commercially reasonable efforts basis without guaranteed uptime, response times, or support levels.

15.2 Maintenance

We may perform maintenance, updates, and emergency changes that temporarily affect availability.

15.3 Beta features

Features labeled beta, preview, or early access may be incomplete, changed, or withdrawn at any time without liability.

16. Disclaimer of Warranties

The services are provided “as is” and “as available.”

To the maximum extent permitted by applicable law, Sento and its affiliates, officers, directors, employees, agents, suppliers, and licensors disclaim all warranties, whether express, implied, statutory, or otherwise, including any implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, availability, and quiet enjoyment.

Without limiting the foregoing, Sento does not warrant that:

1. the Services will meet Customer's requirements;
2. the Services will be uninterrupted, timely, secure, or error-free;
3. any data, calculations, reports, parsed leads, routes, or location information will be accurate or reliable;
4. defects will be corrected; or
5. the Services will comply with any industry-specific regulatory requirement without Customer's independent compliance efforts.

Some jurisdictions do not allow exclusion of implied warranties; in those jurisdictions, the above exclusions apply to the fullest extent permitted.

17. Limitation of Liability

17.1 Exclusion of damages

To the maximum extent permitted by law, in no event shall Sento or its affiliates, officers, directors, employees, agents, suppliers, or licensors be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or any loss of profits, revenue, goodwill, data, business interruption, or reputational harm, arising out of or related to these Terms or the Services, whether based in contract, tort (including negligence), strict liability, or any other theory, even if Sento has been advised of the possibility of such damages.

17.2 Cap on liability

To the maximum extent permitted by law, Sento's total aggregate liability arising out of or relating to these Terms or the Services shall not exceed the amounts paid by Customer to Sento for the Services during the twelve (12) months immediately preceding the event giving rise to the claim (or, if Customer has paid no fees in that period, one hundred U.S. dollars (US $100.00)).

17.3 Basis of the bargain

Customer acknowledges that Sento has set its prices and entered into these Terms in reliance upon the limitations of liability and disclaimers set forth herein, which form an essential basis of the bargain between the parties.

17.4 Jurisdictional limitations

Some jurisdictions do not allow certain limitations of liability; in such cases, Sento's liability shall be limited to the maximum extent permitted by law.

18. Indemnification

18.1 Customer indemnity

Customer shall indemnify, defend, and hold harmless Sento and its affiliates, officers, directors, employees, agents, contractors, and licensors (collectively, “Sento Indemnitees”) from and against any and all third-party claims, demands, actions, proceedings, damages, liabilities, losses, settlements, judgments, fines, penalties, costs, and expenses (including reasonable attorneys' fees and court costs) arising out of or relating to:

1. Customer's or any Authorized User's use or misuse of the Services;
2. Customer Data, including Job Data and messaging content;
3. Customer's field service operations, end-customer interactions, or service outcomes;
4. financial disputes, payout disputes, commission disputes, credit-card penalty or internal deduction disputes, cash-clearance disputes, or ledger disagreements involving Customer's technicians, managers, publishers, or end customers;
5. worker classification, employment, wage and hour, or workplace safety claims involving Customer's personnel;
6. electronic monitoring, GPS, or workplace surveillance claims arising from Customer's use of location features without required notices or consents;
7. Customer's violation of applicable law or third-party rights, including privacy, messaging, telemarketing, or consumer protection laws;
8. Customer's breach of these Terms; or
9. disputes between Customer and any technician, manager, publisher, subcontractor, or end customer.

18.2 Procedure

Sento will promptly notify Customer of any claim subject to indemnification (failure to notify promptly relieves Customer of obligations only to the extent materially prejudiced). Customer shall control the defense and settlement of the claim, provided that Customer may not settle any claim in a manner that admits fault by or imposes non-monetary obligations on Sento without Sento's prior written consent, not to be unreasonably withheld.

18.3 Exclusive remedy structure

The indemnification obligations in this Section 18 are in addition to, and not in lieu of, the limitations of liability in Section 17.

19. Term, Suspension, and Termination

19.1 Term

These Terms remain in effect while Customer or any Authorized User accesses the Services or maintains an active Subscription.

19.2 Suspension

We may suspend access immediately if Customer breaches these Terms, poses a security risk, fails to pay fees, or if required by law or a third-party provider.

19.3 Termination by Customer

Customer may stop using the Services and cancel its Subscription according to Platform billing controls or by contacting support.sento@gmail.com.

19.4 Termination by Sento

We may terminate or non-renew Customer's access upon notice where permitted, or immediately for material breach, non-payment, or unlawful use.

19.5 Effect of termination

Upon termination, Customer's license ends and access may be disabled. Sections intended to survive—including Sections 6 through 18 and 20 through 22—shall survive termination.

19.6 Data after termination

Customer is responsible for exporting Customer Data before termination. We may delete or retain data as described in the Privacy Policy and applicable law.

20. Dispute Resolution and Governing Law

20.1 Governing law

These Terms and any dispute arising out of or relating to them or the Services shall be governed by the laws of the State of Florida, without regard to conflict-of-laws principles.

20.2 Venue

Except where prohibited by applicable law, the parties consent to the exclusive jurisdiction and venue of the state and federal courts located in Miami-Dade County, Florida, and waive any objection to such jurisdiction or venue.

20.3 Injunctive relief

Either party may seek injunctive or equitable relief in any court of competent jurisdiction to protect intellectual property or confidential information.

20.4 Time limit to bring claims

To the extent permitted by law, any claim arising out of or relating to these Terms or the Services must be filed within one (1) year after the claim accrues, or such claim is permanently barred.

20.5 Class action waiver

To the fullest extent permitted by applicable law, Customer and Sento agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, private attorney general, or representative proceeding. The court may not consolidate more than one person's claims or preside over any form of a representative or class proceeding.

20.6 Jury trial waiver

To the fullest extent permitted by law, each party waives any right to a jury trial in any action arising out of or related to these Terms or the Services.

21. Mobile Applications and App Stores

21.1 App store terms

If Customer downloads the App through Apple App Store or Google Play, Customer also agrees to the applicable store's terms. Apple and Google are not parties to these Terms and have no obligation to furnish maintenance or support for the App.

21.2 Apple-specific acknowledgment

If the App is downloaded from the Apple App Store, Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against Customer as related to Customer's use of the App.

22. General Provisions

22.1 Entire agreement

These Terms, together with the Privacy Policy, the Data Processing Addendum (DPA), and any order or plan description incorporated by reference, constitute the entire agreement between the parties regarding the Services and supersede all prior or contemporaneous understandings.

22.2 Amendments

We may modify these Terms by posting updated Terms at www.sento-va.com/terms and updating the effective date. Material changes may also be notified by email or in-app notice where required. Continued use after the effective date constitutes acceptance.

22.3 Assignment

Customer may not assign these Terms without Sento's prior written consent. Sento may assign these Terms in connection with a merger, acquisition, or sale of assets.

22.4 Force majeure

Sento shall not be liable for delay or failure due to events beyond its reasonable control, including acts of God, war, labor disputes, internet or telecommunications failures, third-party API outages, or government actions.

22.5 Severability

If any provision is held invalid or unenforceable, the remaining provisions remain in full force and effect, and the invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

22.6 Waiver

Failure to enforce any provision is not a waiver of future enforcement.

22.7 Notices

Notices to Sento must be sent to sento@gmail.com with a copy to the corporate address above. Notices to Customer may be sent to the email associated with Customer's account.

22.8 No third-party beneficiaries

Except as expressly stated (including app store beneficiaries), these Terms do not confer rights on any third party.

22.9 Export compliance

Customer shall comply with all applicable export control and sanctions laws.

22.10 Government use

The Services are commercial computer software. Use by U.S. Government entities is subject to restricted rights as defined in applicable FAR and DFARS provisions.

23. Contact