Professional Service TermsClear, Fair & Transparent
Professional Standards • Fair Terms • Customer Protection
These terms of service establish a clear framework for our professional relationship, ensuring quality service delivery while protecting both ProFleet360 and our valued clients across Illinois.
Last Updated:
September 4, 2025
Effective Date:
September 4, 2025
Service Terms & Conditions
Our service terms are designed to ensure quality delivery while protecting both parties. Clear expectations lead to successful partnerships.
Installation & Upfitting Services
Professional vehicle modification and equipment installation services
Key Terms:
- All work performed by experienced technicians
- Built to mission requirements and best practices for emergency vehicle upfitting
- Quality materials and manufacturer warranties
- Post-installation testing and quality verification
- Customer approval required for scope changes
2-year installation warranty, manufacturer equipment warranties apply
Limited to service cost, comprehensive insurance coverage maintained
Maintenance & Support Services
Ongoing maintenance, repair, and technical support services
Key Terms:
- 24/7 emergency support for critical operations
- Preventative maintenance scheduling
- Genuine parts and manufacturer-backed repairs
- Service records and project documentation
- Priority scheduling for emergency services
90-day warranty on repair work, parts warranties vary
Emergency response guaranteed, downtime minimization priority
Equipment & Accessories
Supply and installation of fleet equipment and accessories
Key Terms:
- Sourced from leading manufacturers
- Genuine OEM and approved aftermarket parts
- Equipment compatibility verification
- Professional installation included
- Manufacturer warranty support
Manufacturer warranties apply, installation warranty included
Equipment defects covered by manufacturer, installation by ProFleet360
Upfit Validation & Documentation
Functional testing, documentation, and user handoff for your vehicles
Key Terms:
- Operational checks for lighting, sirens, comms, and mounting systems
- Detailed wiring diagrams and equipment lists
- End-user orientation and basic operation overview
- As-built photos and records for future service
- Update support when equipment or specs change
Satisfaction Guaranteed on documentation accuracy; re-work at no charge if issues are found
Professional liability insurance for documentation services
Payment Terms & Conditions
Flexible payment terms designed to accommodate different client types and operational requirements while ensuring fair business practices.
Government & Municipal Clients
Purchase orders accepted, budget cycle accommodation
Commercial Clients
Volume discounts available, fleet agreements
Emergency Services
Emergency work authorization, priority billing
Warranty Terms & Coverage
Comprehensive warranty coverage for all services and equipment to ensure your investment is protected and performance is guaranteed.
Installation Work
Workmanship, materials, fit & function
Normal wear, misuse, unauthorized modifications
Repair or replacement at no charge
Equipment Supply
Defects in materials and workmanship
Damage from misuse, accidents, normal wear
Manufacturer warranty process, ProFleet360 facilitation
Maintenance & Repair
Repair work and replacement parts
Unrelated failures, customer-caused damage
Re-repair at no charge, parts replacement
Upfit Validation
Documented functionality and delivered configuration
Changes made after delivery, non-covered alterations
Re-verification at no charge if issues are identified
Service Limitations & Liability
Clear understanding of service scope, limitations, and liability helps set proper expectations and protects both parties.
Service Limitations
Scope and limitations of our services
- Services limited to vehicle equipment and technology
- No mechanical engine or transmission work
- Customer responsible for vehicle availability
- Work performed at our facilities or customer location
- Adherence to customer safety and security requirements
Liability Limitations
Limitations on our liability for services
- Liability limited to cost of services provided
- No liability for consequential or indirect damages
- Customer responsible for backup systems during service
- Insurance coverage maintained for professional services
- Emergency services prioritized to minimize downtime
Force Majeure
Events beyond our reasonable control
- Natural disasters, severe weather conditions
- Government actions, regulatory changes
- Supply chain disruptions, manufacturer delays
- Labor disputes, transportation issues
- Pandemic or health emergency restrictions
Intellectual Property Rights
Mutual respect for intellectual property rights ensures proper use of trademarks, designs, and proprietary information.
ProFleet360 IP
Our intellectual property rights
Includes:
- ProFleet360 name, logos, and trademarks
- Custom designs and engineering drawings
- Installation procedures and methodologies
- Training materials and documentation
- Software tools and calculators
Customer may use for intended purpose only, no reproduction without permission
Customer IP
Respect for customer intellectual property
Includes:
- Customer logos, branding, and trademarks
- Proprietary vehicle designs and specifications
- Confidential operational information
- Security procedures and protocols
- Fleet data and operational metrics
Used only for service delivery, strict confidentiality maintained
Third-Party IP
Manufacturer and vendor intellectual property
Includes:
- Equipment manufacturer trademarks and patents
- Software licenses and user agreements
- Technical specifications and documentation
- Installation guides and procedures
- Industry guidelines and product bulletins
Use governed by manufacturer agreements and licenses
Dispute Resolution Process
Our commitment to fair and efficient dispute resolution
Direct Communication
Contact our customer service team to discuss concerns
Immediate response, resolution within 5 business days
[email protected] or +1-833-FLEET-78
Management Review
Escalation to management for complex issues
Review within 10 business days
Mediation
Professional mediation through agreed mediator
30 days to arrange, costs shared equally
Illinois State Bar Association mediation services
Arbitration
Binding arbitration if mediation unsuccessful
American Arbitration Association rules
Illinois jurisdiction, costs per AAA rules
Emergency Disputes
Emergency service disputes receive immediate attention with 24-hour resolution commitment
Our Service Standards & Commitments
These standards represent our commitment to excellence and the measurable criteria by which we evaluate our performance.
Professional Excellence
Our Commitment:
Experienced technicians, quality materials, industry best practices
Customer satisfaction surveys, quality audits, skills development
Operational Readiness
Our Commitment:
Upfits aligned with agency specs and mission needs
Functional tests, user sign-off, field feedback loops
Customer Service
Our Commitment:
24/7 emergency support, rapid response, clear communication
Response time tracking, customer feedback, service level agreements
Continuous Improvement
Our Commitment:
Ongoing training, technology updates, process enhancement
Annual training hours, technology investments, process improvements
Governing Law & Jurisdiction
Legal framework and jurisdiction for our service agreements and business relationships.
Legal Framework
Illinois state law and applicable federal regulations
Special Provisions
- Government contracts subject to applicable procurement laws
- Emergency services contracts may have modified terms
- Agency security requirements supersede conflicting terms
- Federal regulations apply to interstate commerce
Agreement Acceptance
How these terms become binding
Acceptance Methods
- Signing a written service agreement or contract
- Accepting a written quote or proposal
- Requesting services through our website or phone
- Allowing us to begin work on your vehicles
- Making payment for services rendered
Important Notes
Modifications
Terms may only be modified in writing, signed by both parties
Contract Precedence
Written contracts take precedence over these general terms
Terms of Service FAQ
Common questions about our service terms, warranties, payments, and business practices.
What happens if I need to cancel or modify a service order?
Cancellations are accepted up to 24 hours before scheduled work begins. For work in progress, you will be charged for completed work and materials ordered. Modifications can be made at any time with written approval and may affect pricing and timeline. Emergency services may have different cancellation terms due to resource allocation.
How do warranty claims work for equipment and installation?
Equipment warranties are handled through manufacturers with ProFleet360 facilitating the process. Installation warranties are handled directly by ProFleet360 with no-charge repair or replacement. Contact our service department within the warranty period with detailed information about the issue. Emergency warranty issues receive priority response.
What are my payment options and terms?
Payment terms vary by client type: Government/Municipal (Net 30), Commercial (Net 15), Emergency Services (Net 30). We accept checks, ACH transfers, and credit cards. Financing is available through our partners. Large projects may require deposits. Government purchase orders are accepted.
How do you handle confidential or sensitive information?
We maintain strict confidentiality for all customer information, especially for law enforcement and government clients. Sensitive information related to upfitting projects is protected with role-based access, background-checked personnel, and secure handling procedures. Information is used only for service delivery.
What if there's a dispute about services or billing?
We have a structured dispute resolution process starting with direct communication with our customer service team. Most issues are resolved within 5 business days. Escalation to management, mediation, and arbitration are available if needed. Emergency service disputes receive immediate attention with 24-hour resolution commitment.
Are there any limitations on your liability?
Our liability is generally limited to the cost of services provided. We maintain comprehensive professional liability and general liability insurance. We are not liable for consequential damages or business interruption. Emergency services are prioritized to minimize operational impact. Specific limitations may vary by service type.
Questions About Our Terms?
Our legal department is available to clarify any terms or discuss specific contract requirements for your organization.
Contact Legal Department
Response Commitment
Contract Questions
Response within 1 business day
Terms Clarification
Same-day response for urgent matters
Terms Summary
Key points from our terms of service for quick reference
Our Commitments
- Professional service by experienced technicians
- Satisfaction Guaranteed on workmanship and performance
- Comprehensive warranties on work and equipment
- 24/7 emergency support for critical operations
- Fair dispute resolution process
Your Responsibilities
- Timely payment according to agreed terms
- Vehicle availability for scheduled work
- Follow site safety and security guidance
- Proper use and maintenance of equipment
- Prompt notification of issues or concerns
By engaging our services, you agree to these terms and conditions. We're committed to a successful partnership built on mutual respect and clear expectations.
Discuss Your Project