Terms

Terms of Service

Effective September 3, 2026

1. Who this agreement is between

Cordelle is operated by Fireside WiFi LLC, doing business as Cordelle, whose place of business is Salt Lake City, Utah, USA (“Cordelle”, “we”, “us”). The other party is the tour operator — the company or person who signs up for an account (“you”, “your company”).

You accept these terms by creating an account or by using Cordelle. If you are doing that for a business, you are confirming you are allowed to commit that business. If you do not accept these terms, do not use the service.

Your travelers and your guides are not parties to this agreement. They use the apps under your account, at your invitation, and they never owe Cordelle anything.

2. What the service is

Cordelle is subscription software for running group tours. It has three parts:

• The operator dashboard at app.cordelle.io, where your office builds tours and departures, keeps the roster, publishes the trip, sends messages and manages billing.
• The traveler and guide apps on iOS and Android, which your people open with a join code. A traveler’s code opens the guest app; a guide’s code plus their PIN opens guide mode.
• The API at api.cordelle.io, including the small /api/v1 surface that API keys and integrations use.

The apps hold an offline copy of the trip you publish and are read-only about the itinerary. What travelers and guides see is the version you published, not your drafts. We may change, add to or retire features; we will not remove something substantial that you rely on without telling operators first.

3. Your account and your team

Signing up is open to any tour operator. You are responsible for everything done under your account, for keeping your staff list current, and for the security of your passwords and join codes. Staff hold either the owner or admin role; only an owner can choose a plan or open the Stripe portal.

• Two-step verification is available for staff sign-in and we recommend turning it on.
• Repeated wrong passwords lock that one account for a short period; a password reset clears it.
• Join codes are meant to be handed out — printed in packets, texted, read aloud. Treat them as identifiers, not secrets, and rotate a guide’s code when they leave.
• Tell us promptly at [email protected] if you think an account has been misused.

4. The free trial

Every new account gets 30 days free, counted from the day you sign up. The trial runs at Pro’s limits — unlimited active departures and up to 1,000 travelers — so you are trying the real thing.

• No card to sign up. You can create an account and look around without one.
• A card is needed to start building. Until one is on file, creating new tours, departures and travelers is paused. Everything else stays open.
• Adding the card doesn’t restart or shorten the clock. Your remaining trial days are carried over onto the subscription, and nothing is charged until they run out. One honest exception: if fewer than about two days remain when you check out, Stripe cannot carry so short a remainder and billing begins at checkout.
• Cancel before the trial ends and you pay nothing.
• If the trial ends with no plan chosen, creating new things pauses. Nothing is deleted, and your travelers and guides carry on using their apps.

One trial per company. Signing up again to restart a trial isn’t allowed.

5. Plans and limits

Cordelle is priced per agency, never per traveler. These are the plans as of the effective date above; the price you actually pay is the one shown at Stripe’s checkout when you subscribe.

A departure counts as active while its status is Draft, Published or On tour. Marking a finished departure Complete frees its slot. The traveler allowance is a soft limit: it is counted per calendar year, shown on your Billing page, and going over prompts an upgrade — it never blocks anything and never cuts off a running tour.

What a hard limit does, exactly. Hitting the active-departure cap, or being on a canceled plan or a lapsed trial, stops you creating something new and nothing else. Reading, editing, publishing, messaging, deleting, and every guest and guide app keep working. A traveler mid-trip is never locked out by their operator’s billing state.

Live flight status is a Pro feature and also runs during the trial. A canceled plan or an expired trial switches it off: phones keep the last gate or delay they received, marked with its age, and nothing new arrives until a plan is chosen. A subscription Stripe is still retrying (“past due”) keeps it on.

Branded arrangements — your own App Store listing and custom onboarding — are quoted per agency, carry a setup fee, and are agreed in a separate written order that these terms sit underneath.

6. Payment and renewal

Subscriptions are billed through Stripe, monthly in advance, and renew automatically each month until canceled. Stripe is the payment processor: your card details go straight to Stripe and never touch Cordelle’s servers. We can see that a subscription exists and what state it is in; we cannot see your card.

• Prices are in US dollars and exclude any sales tax, VAT or similar charge, which is added where it applies.
• Changing plan is one click on the Billing page. The change is applied to your existing Stripe subscription with a prorated adjustment — we never open a second subscription, so a switch cannot double-bill you.
• If a payment fails, your Billing page says so and nothing is locked. Stripe retries the card. Only if Stripe eventually gives up and cancels the subscription does the account move to the canceled state in § 7.
• Price changes will be announced by email to your account owner at least 30 days before they take effect, and you can cancel before then.
• Fees are not refundable. Every month you have paid for is yours to use in full — see § 7 — but we do not refund it, in whole or in part. The 30-day trial is there so that you never have to buy a month to find out whether Cordelle suits you.

7. Cancellation and refunds

You can cancel at any time, yourself, with the Manage payment & cancel button on the Billing page — it opens Stripe’s customer portal, where your card, your invoices and cancellation live. Canceling stops future renewals; the portal shows the date the month you have already paid for ends.

• Cancel during the trial and you pay nothing.
• You keep what you paid for. Canceling stops the next renewal; it does not cut the month short. Your plan — its limits, and live flight status on Pro — runs to the end of the period you have already paid for, and the account moves to the canceled state described below only when that period ends.
• We do not give refunds. Fees already paid are not refunded, in whole or in part, including for a month you stop using partway through. This is the whole policy, and it has no exceptions we hold back for people who ask well. The 30-day free trial is how you find out whether Cordelle fits before you pay anything at all.
• Nothing is deleted when you cancel. Your tours, departures, travelers, itineraries and published bundles stay where they are. Once the paid period ends, creating new things pauses, live flight updates stop, and everything else — including every traveler and guide app — carries on.
• Coming back is choosing a plan again on the Billing page. You pick up where you left off.

If you want your data deleted rather than left dormant, say so — see § 14.

8. Acceptable use

Using Cordelle, you agree not to:

• Break the law with it, or use it for anything that would harm your travelers.
• Upload personal data you have no right to upload, or that you were not permitted to share with a service provider.
• Try to reach another operator’s account or data, or to defeat the separation between accounts.
• Probe, scan or load-test the service without our written permission. If you find a security problem, tell us at [email protected] — we would rather hear it from you.
• Resell, sublicense or white-label Cordelle to other tour companies except under a written Branded agreement with us.
• Use location sharing to monitor anyone against their wishes, or to make sharing a condition of joining a trip. Sharing is off until a traveler turns it on, and it must stay that way.
• Use group messaging for advertising, or for anything the recipients did not sign up to a tour to receive.
• Copy, decompile or reverse-engineer the software, or scrape the service outside the documented API.
• Overload the API deliberately, or work around the rate limits.

9. Your content, our software

What you put in stays yours. Your tours, itineraries, hotels, flights, packing lists, country guides, messages, roster, logo and brand colors are your property. You grant us only the permission we need to run the service for you: to store that content, to process it, and to show it to the travelers and guides you invite, including inside the published offline bundle their phones hold.

The software stays ours. Cordelle’s applications, source code, design, documentation, the Cordelle name and the Cordelle mark belong to us. Your subscription is a right to use the service while it is paid for, not a transfer of any of that.

If you send us an idea or a suggestion, we may use it to improve Cordelle without owing you anything for it. We will not publish your company as a customer, or use your logo in our marketing, without asking you first.

10. The traveler data you upload

This is the part that matters most, so it is plain: you decide what personal data goes into Cordelle, and you are responsible for it. In data-protection terms you are the controller and Cordelle is your processor. The Data Processing Addendum sets out that relationship in full and forms part of this agreement.

• You must have a lawful basis for putting each traveler’s details into Cordelle, and you must tell your travelers you use it.
• Dietary, mobility and medical notes are health information. Under the GDPR they are special-category data and need a stronger basis — usually the traveler’s explicit consent. Collect only what a guide genuinely needs to look after somebody.
• Keep the roster accurate, and remove travelers and departures you no longer need. The dashboard lets you delete either at any time.
• If a traveler asks you for their data, or asks you to correct or delete it, that request comes to you first. We will help — see the Addendum.
• You are responsible for who you invite into your dashboard and for the codes you hand to guides.

What Cordelle does with that data, and what we never do with it, is described in the Privacy notice. We do not sell it, advertise against it, or use it for anything but running the service for you.

11. Availability

We work to keep Cordelle up and we design around the days when it isn’t: the traveler and guide apps read the trip from the copy on the phone, so a group on the road keeps its itinerary, its numbers and its care notes even when our servers, or the group’s signal, are gone.

We do not offer a contractual uptime guarantee today, and we are not going to pretend otherwise. There is no service-level agreement, no credit scheme, and no 24/7 support rota — Cordelle is a small company. Maintenance that requires downtime is scheduled outside US business hours where we can.

Support is by email, at [email protected], and this is what the two plans mean by it:

• Pro: a reply by the next business day. Write on a working day and you hear back from a person by the end of the next one. This is what “priority support” means on the pricing page — a stated turnaround, not a place in a queue.
• Companion: best effort. The same address, the same person, and in practice usually just as quick — but no promised turnaround, and Pro is answered first when both are waiting.

Business days are Monday to Friday, excluding US public holidays, counted in Mountain Time. A reply means a person has read it and told you where things stand; it is not a promise that the underlying problem is fixed by then. Neither commitment is a service-level agreement and neither carries a credit or a refund if we miss it — if we do, tell us, because we would rather know.

12. What we don’t promise

Cordelle is provided “as is”. To the fullest extent the law allows, we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted, error-free, or that it will meet every requirement you have.

Two specific things you should not rely on Cordelle for:

• Flight information is a third-party feed. Gates, delays, terminals and baggage belts come from an airline data provider and can be wrong, late or missing. Every screen that shows them stamps them with the time we last heard anything. They are a convenience, not the airline’s word, and never a substitute for the airport’s own boards.
• Cordelle is not an emergency service. An SOS notifies the guides on that departure through the app; it does not call police, ambulance or any emergency number, and it depends on phones, signal and push delivery. In a real emergency, call the local emergency number — which the app shows outside the PIN, offline, for exactly that reason.

13. Limits on liability

Neither party is liable for indirect, incidental, special or consequential losses, or for lost profits, lost revenue, lost bookings, lost data or reputational harm, even if the possibility was known.

Cordelle’s total liability to you for all claims arising out of or relating to this agreement is limited to the fees you paid us in the twelve months before the event that gave rise to the claim. On a free trial, where you have paid nothing, that figure is US $100.

None of this limits liability that cannot be limited by law — fraud, willful misconduct, death or personal injury caused by negligence, and anything else a court says a company may not disclaim. Some jurisdictions do not allow certain exclusions, in which case they apply to you only as far as the law permits.

14. Suspension and termination

You can leave whenever you like by canceling in the Stripe portal. You do not need our permission and you do not need to explain.

We may suspend or terminate an account:

• for non-payment, after Stripe’s retries have failed — which moves the account to the canceled state in § 7 rather than deleting anything;
• for a serious or repeated breach of § 8, where we will tell you first and give you a chance to put it right unless the breach is causing active harm;
• immediately, where we must to comply with the law or to protect other operators’ travelers.

Suspension is not deletion. If we ever have to suspend an account with a group on the road, we will keep the traveler and guide apps working for that departure.

When you want your data gone, write to [email protected]. Being honest about how this works today: the dashboard deletes travelers, departures and tours immediately and permanently, but there is no self-serve “delete my whole company” button yet, so a full account deletion is done by hand within 30 days of your request. Nightly backups are kept for 14 days, so deleted data can persist in a backup for up to that long before it is gone everywhere. We will not delete an account on our own initiative without asking you first.

15. Indemnity

You will defend and indemnify Cordelle against third-party claims, and the reasonable costs and damages that come with them, arising from: the content and personal data you put into the service; your breach of these terms or of § 8; your failure to have a lawful basis for the traveler data you uploaded; or your use of Cordelle in the operation of your tours. We will tell you promptly about any such claim, let you control the defense of it, and cooperate with you at your expense.

16. Changes to these terms

If these terms change, the new version appears on this page with a new effective date. For any change that materially affects your rights or what you pay, we will email your account owner at least 30 days before it takes effect. Continuing to use Cordelle after that date is acceptance; if you would rather not, cancel before it and you are not bound by the new version.

17. Governing law and where disputes go

This agreement is governed by the laws of the State of Utah, without regard to its conflict-of-laws rules. The state and federal courts located in Utah have exclusive jurisdiction, and both parties consent to venue there. The UN Convention on Contracts for the International Sale of Goods does not apply.

Before filing anything, please write to us. Nearly everything is faster to fix by email than by lawyer.

18. The rest

• Whole agreement. These terms, the Data Processing Addendum, the Privacy notice and any written Branded order are the entire agreement between us, and replace anything said beforehand.
• Assignment. You may not transfer this agreement without our written consent. We may transfer it to a successor if Cordelle is sold or merged, and will tell you if that happens.
• Severability. If a court sets aside part of this agreement, the rest stands.
• No waiver. Not enforcing something once does not give it up.
• Independent parties. Nothing here makes either of us the other’s agent, partner or employee.
• Notices. Notices under this agreement are given by email, and email is sufficient: ours go to your account owner’s address, yours to [email protected]. A notice is effective on the day it is sent, unless it bounces. Keep your account owner’s address current — it is the address we use for price changes, subprocessor changes and breach notifications.
• Events outside our control. Neither party is liable for delay or failure caused by something genuinely beyond its control — an upstream outage, a natural disaster, a network failure at a provider.

19. How to reach us

[email protected] — a person reads it, usually within a business day.

Cordelle is operated by Fireside WiFi LLC (doing business as Cordelle), whose place of business is Salt Lake City, Utah, USA. We do not staff a postal desk, so notices — legal ones included — should go to [email protected], where a person will see them.