Terms of Service

CloseTrack is software, provided as a subscription service, that helps real estate transaction coordinators, agents and brokerages manage transactions: files, tasks, deadlines, documents, electronic signatures, a client portal, email, text messaging and calling, and AI-assisted features.

CloseTrack is a tool. We are not a real estate brokerage, law firm, title or escrow company, lender or financial adviser, and nothing in the Service is legal, tax, financial or real estate advice. You remain responsible for your transactions, for the accuracy of the information you rely on, and for complying with the laws, regulations, licensing and brokerage rules that apply to you.

You must be at least 18 years old and able to form a binding contract to use the Service. You must give accurate information when you register and keep it up to date.

You are responsible for your account credentials and for everything done under your account and workspace, including by team members you invite. The owner and administrators of a workspace control who has access to it and what they can do. Tell us promptly at security@closetrack.co if you suspect unauthorised access.

New workspaces receive a 14-day free trial with access to the Service. No payment details are required to start a trial and you are not charged when it ends. To keep using the Service after the trial, choose a paid plan; until you do, access to the workspace is paused (you are taken to Billing), and your data is kept as described in the "Your data" section below.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

When you buy a plan or credits, you buy from Paddle.com, which also issues your invoice and receipt, collects any sales tax or VAT, and processes your payment. Your purchase is also subject to Paddle's Buyer Terms. We never receive or store your full card details.

Current prices, in US dollars and before any sales tax or VAT, are:

• Starter: $49 per month, or $468 per year
• Professional: $129 per month, or $1,188 per year
• Enterprise: $349 per month, or $3,348 per year
• Communications credits: $20 per pack, one-time payment

The prices shown on our Pricing page and at checkout are the prices you pay. Plans are billed in advance, for the billing period you choose.

Subscriptions renew automatically at the end of each billing period (monthly or yearly) at the then-current price, and the payment method on file is charged, until you cancel.

You can cancel at any time from Billing in the app. Cancellation stops future renewals; your plan stays active until the end of the period you have already paid for and is not renewed after that. Refunds are covered by our Refund Policy, which gives a full refund of any payment requested within 14 days.

If you upgrade, you are charged the prorated difference for the rest of the current period. If you downgrade, the unused value of your previous plan is credited toward future payments.

We may change prices for future billing periods. We will email the account owner at least 30 days before a new price applies to an existing subscription, and you may cancel before it takes effect.

If a renewal payment fails, Paddle will retry it and we will let you know. The workspace stays fully available for a grace period of 7 days; if payment is still outstanding after that, the workspace is paused (you are taken to Billing, and no data is deleted) until the payment method is updated and the balance is paid.

Text messages and calls sent through CloseTrack business numbers are paid for from a prepaid balance of communications credits, bought in packs of $20. Credits are used at these rates:

• Outgoing text message (SMS/MMS): 1.5¢ per segment, rounded up to a whole cent per message
• Outgoing WhatsApp message: 2¢ per segment, rounded up to a whole cent per message
• Outgoing call: 3¢ per minute, rounded up to the next minute
• Incoming texts and calls: No charge

A text segment is up to 160 characters (70 if the message contains emoji or other special characters). Credits have no cash value, are not transferable between workspaces, and do not expire while your account is open. When the balance runs out, outgoing texts and calls pause until credits are added. We may change these rates with at least 30 days' notice; credits you have already bought are used at the new rates from then on.

Auto-recharge. If a workspace owner, administrator or coordinator turns on auto-recharge, you authorise us and Paddle to charge the payment method on your subscription, without further action from you, for the amount they choose each time your credit balance falls below the level they choose, within any monthly limit they set, until auto-recharge is turned off. It can be turned off at any time from Billing. If a charge is declined, auto-recharge turns itself off and we let the workspace owner know.

If a credits purchase is refunded or disputed, the refunded credits are removed from your balance. If some of them have already been used, the balance may become negative, and the next purchase covers the difference first.

When you send texts, place calls or record calls through the Service, you are responsible for:

• having the recipient's consent to receive your messages and calls where the law requires it (for example under the US Telephone Consumer Protection Act and carrier rules);
• honouring opt-out requests (our messaging provider automatically stops texts to anyone who replies STOP);
• telling people, and obtaining consent where required, before you record a call;
• not sending spam, marketing to people who have not agreed to it, or any unlawful or deceptive content.

Our telecommunications providers may block messages that break their rules, and we may suspend messaging on a workspace that does.

You own the content you and your team put into the Service, including files, documents, messages and your clients' information ("Customer Data"). You give us permission to host, copy, process and display Customer Data only as needed to provide, secure and support the Service for you, and as described in our Privacy Policy. We do not sell Customer Data.

You are responsible for having the rights and any consents needed to put your clients' and other people's personal information into the Service, and for giving them any notices the law requires. For that information we act on your instructions, as your service provider ("processor"). A data processing agreement is available on request at security@closetrack.co.

You can export your data from Settings at any time. If your subscription ends, we keep your workspace data so you can return or export it, until you ask us to delete it. If you delete your account or workspace, you have 30 days to change your mind; after that the data is permanently deleted, except where the law requires us to keep certain records (for example invoices).

The Service includes features that use artificial intelligence to summarise, draft, extract and suggest. AI output can be incomplete or wrong. Review it before you rely on it, send it, or act on it; you are responsible for what you send and decide. We do not use Customer Data to train AI models, and the AI providers we use process it under terms that do not allow them to train their models on it.

The Service lets you send documents for electronic signature. Each signer confirms a one-time code sent to their email address before signing, and each document gets an audit trail (including timestamps, IP addresses and the email address each signer used). Whether an electronic signature is valid for a particular document depends on the law that applies to it and the document itself; you are responsible for deciding that electronic signature is appropriate and for any additional verification a transaction requires.

You agree not to, and not to let anyone else:

• use the Service for anything unlawful, fraudulent or deceptive, or to infringe anyone's rights;
• upload malware, or probe, scan, attack or disrupt the Service or its infrastructure;
• access another workspace's data, or bypass any security, usage or access limit;
• copy, resell or sublicense the Service, or reverse engineer it except where the law allows;
• use the Service to build a competing product, or scrape it by automated means.

You can connect the Service to third-party services such as Google, Microsoft, Dotloop or SkySlope. Your use of those services is governed by their own terms, and they are responsible for them. When you connect one, you authorise us to exchange data with it as needed for the features you use. You can disconnect it at any time.

The Service, including its software, design and content (other than Customer Data), belongs to us and our licensors. We grant you a limited, non-exclusive, non-transferable right to use it during your subscription under these Terms. If you send us feedback or suggestions, we may use them without any obligation to you.

You may stop using the Service and cancel at any time. We may suspend or end your access if you seriously or repeatedly breach these Terms, if you do not pay, or if we must to comply with the law or to protect the Service or other users. Where reasonable, we will warn you first and give you a chance to fix the problem and to export your data.

Sections that by their nature should survive the end of these Terms (including Your data, disclaimers, limitation of liability and governing law) continue to apply.

We work to keep the Service available, secure and accurate, but it is provided "as is" and "as available". To the fullest extent the law allows, we disclaim all warranties not expressly stated in these Terms, including implied warranties of merchantability, fitness for a particular purpose and non-infringement, and we do not promise the Service will be uninterrupted or error-free. Nothing in these Terms limits any rights you have as a consumer that cannot be limited by law.

To the fullest extent the law allows, neither party is liable to the other for any indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, commissions or data, arising from or related to the Service, even if advised of the possibility.

To the fullest extent the law allows, our total liability arising from or related to the Service or these Terms is limited to the amount you paid for the Service in the 12 months before the event giving rise to the claim.

These limits do not apply to liability that cannot be limited by law, such as for death or personal injury caused by negligence, or for fraud.

If you use the Service for business purposes, you will defend and indemnify us against claims by third parties arising from Customer Data you provide, your messages and calls, or your breach of these Terms or of the law, and pay the resulting damages and reasonable costs.

We improve the Service continually and may change or remove features; we will not materially reduce the core functionality of a paid plan during a period you have paid for. We may update these Terms. For material changes we will give at least 30 days' notice by email or in the app before they take effect; if you do not agree, you may cancel before then. Continuing to use the Service after the effective date means you accept the updated Terms. The date at the top of this page shows when they last changed.

These Terms are governed by the laws of the place where CloseTrack is established, without regard to its conflict-of-law rules, and the courts there have jurisdiction over any dispute, except that either party may seek urgent injunctive relief in any competent court. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live and may bring proceedings there. Before starting proceedings, please contact us so we can try to resolve the issue informally.

These Terms, with the policies they refer to, are the entire agreement between you and us about the Service. If any part is found unenforceable, the rest remains in effect. Not enforcing a right is not a waiver of it. You may not transfer these Terms without our consent; we may transfer them in connection with a merger, acquisition or sale of the Service, with notice to you. Neither party is liable for delays or failures caused by events beyond its reasonable control. We may send notices to the email address on your account.

CloseTrack. Questions about these Terms: hello@closetrack.co. Billing and refunds: billing@closetrack.co. Support: support@closetrack.co. For questions about a charge, you can also look up your order at paddle.net.