Terms

Terms of Service

Last updated November 3, 2026

Who these terms are for

These terms are between RequestCrew LLC, a South Carolina limited liability company (“RequestCrew,” “we,” “us”), and the organization that uses a hosted RequestCrew helpdesk (“you”). They apply from the moment you start a free trial, send us a purchase order, or pay an invoice. If you accept them for an organization, you’re telling us you’re allowed to.

They cover the hosted helpdesk at your own address (like yourorg.requestcrew.com), our website, and the help we give you.

What you get

A helpdesk we run for you, with every helpdesk feature on every plan and as many requesters as you like. Plans differ only in how many techs (people who work tickets) you can have. Add-ons, like inventory and contracts, cost extra and are only included if you choose them. We keep it updated and back it up every night.

RequestCrew gets better over time, and features change. If we ever plan to take away something your organization relies on, we’ll tell you ahead of time.

Free trials

A free trial lasts 30 days and needs no card. It includes the inventory and contracts add-ons. When you start a plan, we’ll ask whether you want to keep them, and they’re only on your bill if you do. At the end, your helpdesk pauses unless a plan has been set up. A trial helpdesk that isn’t picked up is removed 30 days after the trial ends, and we’ll write to you before that. Anything you set up during the trial stays if you keep going.

Plans, billing, and payment

• Yearly plans are invoiced, so you can use a purchase order. Invoices are due in 30 days and are paid online by card or bank transfer (ACH).
• Monthly plans are paid by card through Stripe, month to month, charged on the same day each month.
• Renewals. Your renewal invoice goes out about 60 days before your renewal date. If our prices change, the new price applies at your next renewal, and you’ll see it on that invoice before it’s due. A price we agreed on in writing stays as agreed.
• Taxes. Our fees don’t include taxes, which you pay where they apply. If sales tax applies to you, it’s added to the invoice. If your organization is tax-exempt, send us your exemption certificate.
• Card and bank details are handled by Stripe. We never see or store your full card or account number.

Changing your plan

• More techs, a bigger plan, or an add-on: on a yearly plan, you pay the difference for the months left in your year, so everything still renews on the same date. A month counts when more than half of it is left. Your new techs or add-on are turned on when we get your purchase order (or your go-ahead).
• A smaller plan, or dropping an add-on, starts at your next renewal. You’ll need to have no more techs than the smaller plan allows by then.
• Monthly plans change with your next monthly charge, with nothing charged in between.

Late payments

We send reminders before and after an invoice is due. If it’s still unpaid 14 days after the due date, your helpdesk is paused: your people see a notice instead of the helpdesk until it’s paid. Nothing is deleted while it’s paused, and it turns back on within the hour after payment comes through.

If it stays paused and unpaid for 60 days, we may remove it. We’ll write to you 30 days and 7 days before, and offer you a full copy first. If a payment is on its way, tell us and we’ll hold off.

Canceling

You can cancel any time by writing to billing@requestcrew.com. A yearly plan runs until the end of the year you’ve paid for, and a monthly plan until the end of the month you’ve paid for. We don’t refund unused time.

When your plan ends, the helpdesk pauses. We keep everything for 30 days in case you change your mind or need a copy, then remove it. See the Privacy Policy for how long backups last after that.

Your data

Everything you and your people put into your helpdesk (tickets, files, people, settings, and the rest) is yours. We only use it to run your helpdesk, to help you when you ask, to keep it safe, or when the law requires it. We don’t sell it, mine it, or use it for advertising.

You can get a full copy any time (the database, files, and settings) by asking. You’re responsible for what goes into your helpdesk and for having the right to put it there, and for who you give access to.

Our Privacy Policy explains what we collect and how long we keep it.

Things you turn on

Your helpdesk can connect to services you choose, like Microsoft 365 or Google sign-in, your mailbox, your network’s sign-in, chat apps, remote support with your own Zoho Assist or TeamViewer account, and AI help with your own Claude or Azure OpenAI account. When you turn one on, the information it needs goes to that service under your account and its terms, not ours. They’re all off until you turn them on.

With the inventory add-on, the on-site agent can scan the network addresses you give it, and the helpdesk can read your device lists from Microsoft Intune or Google Workspace. It only scans and reads what you set up, and you’re responsible for having the right to scan those networks.

Using it fairly

Please don’t:

• use RequestCrew for anything illegal, or to send spam;
• upload anything meant to harm people or computers;
• try to get into helpdesks or accounts that aren’t yours, or test our security without asking us first;
• resell access to your helpdesk to other organizations.

If something you do puts the service or other customers at risk, we may pause your helpdesk to stop it, and we’ll tell you right away and work with you to sort it out.

Keeping it running, and getting help

We work hard to keep your helpdesk up, back it up every night, and keep encrypted copies off the server. Updates and maintenance happen outside business hours when we can. We don’t promise a particular uptime percentage, and things outside our control (like an outage at our hosting company) can interrupt service.

For help, write to support@requestcrew.com, or use “Get help” in your helpdesk. We usually answer within one business day.

Public agencies

Many of our customers are cities, counties, schools, and other public bodies. If a law that applies to you (such as public records, procurement, or rules about what an agency can agree to) conflicts with these terms, that law wins, to the extent of the conflict. If your organization needs its own contract language, send it to billing@requestcrew.com and we’ll work with you.

The legal fine print

No warranties. Beyond what these terms say, RequestCrew is provided as it is, without warranties of any kind, to the extent the law allows.

Limit of liability. To the extent the law allows, neither of us is responsible to the other for indirect or consequential losses, like lost profits or lost data, and our total responsibility for any claim is limited to what you paid us in the 12 months before it.

If we stop. If we ever stop offering hosted helpdesks, we’ll give you at least 90 days’ notice, a full copy of your helpdesk, and a refund for any time you’ve paid for and won’t get.

Changes to these terms. When we change them, we’ll update the date at the top. If a change matters to how you use RequestCrew, we’ll email your billing contact at least 30 days before it applies to you.

Law. These terms are governed by the laws of South Carolina, unless the law that applies to your organization says otherwise.

Questions

Write to hello@requestcrew.com and a real person will answer. Our mailing address is RequestCrew LLC, 1805 Clemson Rd #290752, Columbia, SC 29229.