Terms of Service

Last updated: February 14, 2026

1. Introduction and Agreement to Terms

These Terms of Service ("Terms") govern the use of the FireCustos platform ("Service"), a web application for managing fire departments.

FireCustos is a project operated by an individual based in Bosnia and Herzegovina.

By creating an account or using the Service, you agree to these Terms and the Privacy Policy. If you do not agree with any part of these Terms, do not use the Service.

2. Definitions

  • "Service" — the FireCustos web application available at app.firecustos.com.
  • "User" / "You" — any individual who creates an account or uses the Service.
  • "Department" / "Tenant" — the fire department organization whose data is isolated within the system.
  • "User Data" — all data entered by Users into the Service (profiles, interventions, vehicles, equipment, wiki, etc.).
  • "Administrator" — a User with the Commander role who manages the Department.
  • "We" / "Operator" — the individual operating the FireCustos platform.

3. Description of Service

FireCustos is a multi-tenant SaaS platform that enables fire departments to manage:

  • Dispatch and incidents (dispatch board)
  • Interventions (records and reports)
  • Firefighters (profiles, competencies, certifications)
  • Fleet (vehicles, services, documents, fuel)
  • Equipment (tracking, inventory, assignments)
  • Knowledge base (wiki)

The Service is currently provided free of charge for early adopters. Availability and features may change.

4. Emergency Services Disclaimer

IMPORTANT: FireCustos is an administrative and organizational tool. The Service is NOT a substitute for official emergency communication, dispatch, or response systems.

Users must NOT rely on FireCustos as their sole or primary means of emergency communication or dispatch. The Operator assumes no liability for delays, interruptions, or inaccuracies in the Service that may affect emergency response.

Users are responsible for maintaining their own official emergency communication and dispatch procedures independently of the Service.

5. Account Registration and Security

  • Eligibility: Users must be at least 18 years of age. The person registering a Department must have the authority to represent that organization.
  • Accurate information: Users must provide truthful, current information.
  • Account security: Users are responsible for maintaining the confidentiality of their credentials and must promptly notify the Operator of any unauthorized access.
  • Administrator responsibility: The Administrator who invites new users is responsible for ensuring that invited users comply with these Terms.

6. Pricing and Payment

The Service is currently provided free of charge during the early-access period.

The Operator reserves the right to introduce paid plans in the future. In that case:

  • Users will be notified at least 30 days in advance.
  • Users who do not wish to pay may export their data and close their account.
  • Free usage during the early-access period does not obligate future payment.

7. License and Permitted Use

The Operator grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for the purpose of managing a fire department.

This is a license to use, not a sale of software. You do not acquire any ownership rights in the software.

8. Acceptable Use Policy

Users must not:

  • Use the Service for any unlawful purpose.
  • Upload malicious code, viruses, or harmful content.
  • Attempt to access other Departments' data or the Service's infrastructure.
  • Reverse-engineer, decompile, or disassemble the Service.
  • Use automated tools (bots, scrapers) without permission.
  • Share account credentials with unauthorized individuals.
  • Circumvent security features or access controls.
  • Resell or commercially exploit the Service.

Administrators must ensure they have proper authority and consent to enter personal data of firefighters into the system, in accordance with applicable data protection laws.

9. User Data Ownership and Portability

Users retain full ownership of all data they enter into the Service.

The Operator does not claim ownership of User Data. The Operator is granted a limited license to process, store, and display User Data solely for the purpose of providing the Service.

Data portability: Users can export their data at any time in standard formats (CSV, Excel, PDF) using the built-in export functionality.

Upon account closure, data will be retained for 30 days to allow export, then permanently deleted.

The Operator will not sell, rent, or share User Data with third parties except as described in the Privacy Policy.

For firefighter personal data, the Department is the data controller and FireCustos acts as the data processor under applicable data protection law.

10. Multi-Tenancy and Data Isolation

The Service uses a multi-tenant architecture where each Department's data is logically isolated. Users can only access data belonging to their assigned Department.

The Operator implements technical measures (global query filters, RBAC, ABAC) to enforce data isolation.

11. Intellectual Property

The Service, its design, source code, logos, documentation, and all associated intellectual property remain the exclusive property of the Operator.

Users may not copy, modify, distribute, or create derivative works from the Service.

Content created by users (e.g., wiki pages) remains the property of the Department.

12. Service Availability and Support

The Service is provided on an "as available" basis. The Operator does not guarantee 100% uptime.

Planned maintenance will be communicated in advance when possible.

The Operator will make reasonable efforts to maintain availability but is not liable for downtime caused by: hosting provider issues, force majeure, third-party service failures, scheduled maintenance, or factors beyond reasonable control.

Support is provided via email ([email protected]) on a best-effort basis. There is no formal service level agreement (SLA).

13. Disclaimer of Warranties

The Service is provided "AS IS" and "AS AVAILABLE" without warranties of any kind, whether express or implied.

The Operator specifically disclaims:

  • Warranties of merchantability or fitness for a particular purpose.
  • Warranties that the Service will be uninterrupted, error-free, or secure.
  • Warranties that data will not be lost.

Early-access features may be incomplete, contain bugs, or be removed without notice.

The Service must not be used as the sole system for life-safety-critical or emergency operations. The Operator makes no warranty regarding the suitability of the Service for such purposes.

14. Limitation of Liability

To the maximum extent permitted by applicable law, the Operator shall not be liable for:

  • Indirect, incidental, special, consequential, or punitive damages.
  • Loss of data, revenue, profits, or business opportunities.
  • Damages arising from service interruptions, errors, or unauthorized access.
  • Damages resulting from reliance on the Service for emergency operations.

If liability cannot be fully excluded, the Operator's total cumulative liability shall not exceed the greater of: (a) the total fees paid by the User in the 12 months preceding the claim, or (b) EUR 100.

Nothing in these Terms excludes or limits liability for fraud, intentional misconduct, or any liability that cannot be excluded by applicable law.

15. Indemnification

Users agree to indemnify, defend, and hold harmless the Operator from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

  • The User's violation of these Terms.
  • The User's misuse of the Service.
  • Content uploaded by the User that infringes third-party rights.
  • The User's violation of applicable laws.
  • The Administrator's failure to obtain proper consent for personal data entered into the system.

16. Account Suspension and Termination

By the User: Users can request account deletion at any time by contacting [email protected].

By the Operator: The Operator may suspend or terminate accounts that:

  • Violate these Terms or the Acceptable Use Policy.
  • Pose a security risk to the Service or other users.
  • Have been inactive for more than 12 months — with prior notice.
  • Are required to be terminated by law.

Effect of termination: Upon termination, access is immediately revoked. User Data is retained for 30 days to allow export, then permanently deleted.

17. Modifications to Terms

The Operator reserves the right to modify these Terms at any time.

Material changes will be communicated via email to registered users or in-app notification, at least 30 days before taking effect.

Continued use of the Service after the effective date constitutes acceptance of the changes.

Users who do not agree may close their account and export their data before the changes take effect.

18. Modifications to the Service

The Operator may modify, update, or discontinue features of the Service at any time.

In the event the entire Service is discontinued, users will be given reasonable notice (at least 90 days) and the opportunity to export their data.

19. Third-Party Services

The Service relies on third-party infrastructure and services:

  • Hetzner Online GmbH — server and database hosting (Falkenstein, Germany).
  • Brevo — transactional email.
  • Cloudflare — CDN and DNS.
  • PostHog — usage analytics (consent-only).

The Operator is not responsible for the availability, performance, or policies of third-party services.

20. Governing Law and Jurisdiction

These Terms are governed by the laws of Bosnia and Herzegovina.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the competent courts in Bosnia and Herzegovina.

EU-based users retain any mandatory consumer protection rights granted by the laws of their country of residence.

21. Data Protection

Full details about personal data processing are available in our Privacy Policy.

For firefighter personal data, the Department (tenant) is the data controller and FireCustos acts as the data processor.

Administrators acknowledge their responsibility as data controllers under applicable data protection law (BiH Personal Data Protection Law / GDPR for EU-based departments).

Data is hosted within the EU (Hetzner, Falkenstein, Germany). No data is transferred outside the EEA.

22. Force Majeure

Neither party shall be liable for failure to perform obligations due to circumstances beyond their reasonable control, including: natural disasters, war, pandemics, government actions, power outages, internet disruptions, or hosting provider failures.

23. Severability, Entire Agreement, and Assignment

  • Severability: If any provision of these Terms is found invalid, the remaining provisions remain in full force.
  • Entire agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between the User and the Operator regarding the Service.
  • Assignment: Users may not assign their rights without the Operator's written consent. The Operator may assign these Terms (e.g., upon forming a legal entity or acquisition) with notice to users.
  • Waiver: Failure by the Operator to enforce any provision does not constitute a waiver of that provision.

24. Contact

For any questions regarding these Terms, contact us:

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