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Doover Customer Terms

The agreement between us and every organisation that pays for Doover or buys hardware or services from us. Please read it before you add a payment method or place an order.

Version 1.0 · Last updated 27 October 2026

Each person in your organisation who uses Doover also agrees to our End User Licence Agreement and Privacy Policy. These terms cover your organisation; those cover each user.

Rolling Doover out across a large organisation or a critical system? We also offer a negotiated agreement, with options such as a fixed term, committed service levels and price certainty. Contact us to discuss it.

1. About these terms

  1. Clause 1.1. Who we are. Doover is operated by Span Engineering Pty Ltd ACN 642 152 378 trading as Doover, of 2a Gordon Street, North Toowoomba QLD 4350, Australia (Doover, we, us, our).
  2. Clause 1.2. Who you are. These terms are an agreement between us and the organisation that holds the Doover account (you, your). The person who accepts them confirms they are authorised to bind that organisation. Doover is designed for business use.
  3. Clause 1.3. Accepting these terms. You accept these terms by ticking the acceptance box when you set up your organisation, add a payment method or activate a paid service, when you accept a quote from us or submit an order through our shop, or by continuing to use paid services after we have notified you of these terms.
  4. Clause 1.4. The EULA and Privacy Policy. Each of your users must accept the End User Licence Agreement (EULA) and our Privacy Policy. These terms govern the relationship between you and us; the EULA governs each user’s individual use. If these terms and the EULA conflict, these terms prevail.
  5. Clause 1.5. Separate agreements. If you and we sign a separate written agreement covering the Platform Services, that agreement prevails over these terms to the extent it says so or the two conflict.
  6. Clause 1.6. Changes. We may update these terms by publishing a new version and telling you by email or in the Platform. Changes apply only from the date they take effect, never to fees already incurred. If a change is materially adverse to you, we will give you at least 30 days’ notice and you may close your account before it takes effect without any charge other than fees already accrued. Changes required by law or for security may take effect sooner, with as much notice as is reasonable.

2. Definitions

In these terms:

Authorised User
means an individual you allow to access the Platform through an account in your Tenancy.
Business Day
means a day other than a Saturday, Sunday or public holiday in Brisbane, Queensland.
Customer Data
means all data and material that you, your Authorised Users or your Devices put into or generate through the Platform, including device readings, images, alarm events, configurations, dashboards and user lists.
Device
means a physical unit that reports into or is controlled through the Platform, whether a Doovit or another device.
Documentation
means our user documentation, including at docs.doover.com.
Fees
means the fees for the Platform Services calculated under the Pricing Page.
Hardware
means Doovits, controllers, sensors, assembled systems, spare parts and other physical goods we supply, other than SIM cards supplied as part of connectivity services.
Marketplace App
means an application available through the Doover app marketplace, other than a core platform app included in the Fees.
Platform
means the Doover web application, mobile applications, APIs, app framework and device-side software we supply, and the infrastructure that hosts them, as updated from time to time.
Platform Services
means access to and use of the Platform, hosting and support, and any connectivity or optional extras you order.
Pricing Page
means our published pricing at doover.com/pricing, or a written quote from us for your account.
Tenancy
means your organisation account on the Platform, including any sub-organisations you create.
Third-Party Services
means services supplied by others that the Platform relies on, including cellular and satellite connectivity, SMS and email delivery, cloud hosting and artificial-intelligence model providers.

3. The Platform Services

  1. Clause 3.1. What you get. The Platform Services include device data ingestion and storage, dashboards, alarms and notifications by web, email and SMS, user and organisation management, reporting and export, APIs, and the app framework for running core platform apps, Marketplace Apps and your own private apps.
  2. Clause 3.2. Licence. Subject to these terms and payment of the Fees, we grant you a non-exclusive, non-transferable licence to use the Platform for your business purposes while your account is active. Device-side software and software development kits may also be provided under these terms. Some of our software is published under an open-source licence; where it is, that licence applies to it in addition to these terms, and nothing in these terms limits your rights under it.
  3. Clause 3.3. Devices. You do not need our hardware to use the Platform. You are responsible for your Devices, including their installation, power, connectivity and maintenance. You authorise us to deploy software and security updates to the device-side software on your Devices, and to access your Devices remotely to provide support when requested by you or your customers and to investigate and fix faults or security issues.
  4. Clause 3.4. Marketplace Apps. Marketplace Apps published by others are supplied by their publishers on the terms shown in the marketplace. Any publisher fee is shown before you install the app and is billed by us with your Fees. We are not responsible for third-party apps and may disable an app where needed for security or legal reasons.
  5. Clause 3.5. Connectivity. If you order SIM or satellite connectivity from us, coverage and speed depend on the carrier, the SIMs remain our or the carrier’s property, and we may suspend a SIM whose usage indicates misuse or malfunction after telling you. You may use your own connectivity instead.
  6. Clause 3.6. AI features. AI features are optional. Their outputs are generated automatically, may be inaccurate and are not advice. Prompts and data you submit may be processed by third-party model providers, some outside Australia, who are not permitted to use them to train their models. You may switch AI features off for your Tenancy and ask us to cap token usage.
  7. Clause 3.7. Changes to the Platform. We continuously improve the Platform and may change it at any time. We will not remove a feature you are actively paying for without at least 30 days’ notice unless we replace it with something functionally equivalent or the change is needed for security or legal reasons.

4. Your account and users

  1. Clause 4.1. Administration. You administer your Tenancy, including adding and removing Authorised Users and setting their permissions. You must ensure each Authorised User accepts the EULA, keeps their credentials secure and uses multi-factor authentication where available, and you must promptly remove access for anyone who no longer needs it.
  2. Clause 4.2. Your customers. You may use the Platform to provide services to your own customers, including under your own brand using the Platform’s white-label features, and at prices you set. We do not bill your customers, and your arrangements with them are between you and them. You are responsible for the acts and omissions of your Authorised Users and your customers as if they were your own, and you must not promise your customers anything about the Platform beyond what we promise you.
  3. Clause 4.3. Safety-critical use. You must decide whether the Platform is suitable for each use. Where a failure or delay of the Platform or a notification could reasonably lead to injury, environmental harm or significant property loss, you must keep an independent way of detecting and responding to that event.

5. Fees and payment

  1. Clause 5.1. Fees. You pay the Fees set out in the Pricing Page. Fees accrue daily for each device, app, dashboard, agent, SIM or other chargeable item active in your Tenancy, and you are charged only for the days an item is active. Users, sub-organisations, notifications, data export and API use are not separately charged unless the Pricing Page says otherwise.
  2. Clause 5.2. Billing. We invoice monthly in arrears. Unless we agree to invoice you for payment by bank transfer, you authorise us to charge your saved payment method for each invoice when it is issued. Invoices payable by bank transfer are due within 14 days.
  3. Clause 5.3. Failed payments. If a payment fails or an invoice is overdue, we will tell you and try again. If the amount is still unpaid 10 Business Days after we notify you, we may suspend paid features until it is paid. We may recover our reasonable costs of collecting overdue amounts.
  4. Clause 5.4. Billing disputes. If you think an invoice is wrong, tell us within 30 days of the invoice. We will review it in good faith and credit or refund any amount charged in error.
  5. Clause 5.5. Price changes. We may change the Pricing Page. We will give you at least 30 days’ notice of any increase to fees for items you are using, and the increase applies from the first billing period after the notice ends. You may deactivate items or close your account before then.
  6. Clause 5.6. Taxes. Fees exclude GST and other taxes, which you pay in addition where they apply. We will issue valid tax invoices. Clause 15 has additional rules for customers outside Australia.

6. Acceptable use

  1. Clause 6.1. You must comply, and ensure your Authorised Users comply, with the acceptable use rules in the EULA. You must also not use the Platform in breach of any law, including privacy, surveillance and telecommunications laws; exceed the usage limits in the Documentation or place an unreasonable load on the Platform; publish benchmark or security testing of the Platform without our consent; attempt to access another customer’s data; or use the Platform to build a competing product.

7. Your data

  1. Clause 7.1. You own your data. You own all rights in your Customer Data. Nothing in these terms transfers ownership of it to us.
  2. Clause 7.2. Our use of your data. You grant us a licence to host, store, process, transmit, display and back up your Customer Data to provide the Platform Services and support, to comply with law, and to detect and prevent security incidents and abuse. We may also use Customer Data in aggregated or de-identified form that does not identify you, any individual or any site, to operate and improve the Platform, and may keep using that de-identified data after you leave.
  3. Clause 7.3. Where it is held. We store Customer Data at rest, including backups, in Australia unless you ask us to store your Tenancy’s Customer Data in another region and we agree. Another region may attract an additional fee, which we will quote before you commit. Some Third-Party Services, such as SMS delivery and AI model providers, may process data transiently outside the storage region, as described in the Privacy Policy.
  4. Clause 7.4. Retention. Device data is kept immediately available for 12 months and then in archive storage for a further 24 months, 36 months in total. Archived data can be restored on request within 3 Business Days. Different retention can be arranged for an additional fee.
  5. Clause 7.5. Export. You can export your Customer Data at any time through the Platform’s export and API functions, in documented machine-readable formats, at no extra charge.
  6. Clause 7.6. Privacy. Each of us must comply with the privacy laws that apply to us, including the Privacy Act 1988 (Cth) where it applies. We handle personal information in Customer Data only to provide the Platform Services and in accordance with the Privacy Policy. You are responsible for giving any notices and obtaining any consents needed for personal information you collect through your Devices, including images of people captured by cameras.
  7. Clause 7.7. Security. We maintain an information security management system certified to ISO/IEC 27001:2022, encrypt Customer Data in transit and at rest, and make multi-factor authentication available to all users. If we confirm a security incident affecting your Customer Data, we will notify you without undue delay, tell you what we know, and cooperate with you in meeting any notification obligations you have.

8. Intellectual property

  1. Clause 8.1. Ours. We own all rights in the Platform, the Documentation, our software, apps and materials, and all improvements to them, including improvements made using your feedback. Nothing in these terms transfers those rights to you. We may use your feedback freely, without identifying you.
  2. Clause 8.2. Yours. You own the private apps you build on the Platform using our software development kits, excluding our software and materials included in them.
  3. Clause 8.3. Restrictions. You must not copy, modify or reverse engineer the Platform, except as permitted by these terms, the Documentation, an applicable open-source licence or the law.

9. Services and hardware

  1. Clause 9.1. Services. If you accept a written quote from us for engineering, development, migration, installation or other services, by signing it, confirming by email, accepting it online or issuing a purchase order that refers to it, these terms and the quote apply to those services. We will perform them with due care and skill. Unless the quote states that a deliverable will be owned by you, we own it and license it to you for use with the Platform. The terms and conditions of your purchase order do not apply.
  2. Clause 9.2. Hardware orders. You may order Hardware by accepting a quote from us or by submitting an order through our shop at shop.doover.com, which becomes binding when we confirm it. Prices are as stated in the quote or shop and, unless stated otherwise, exclude GST, freight, insurance and installation. We may ask for payment before dispatch; otherwise Hardware invoices are due within 14 days. The terms and conditions of any purchase order you issue do not apply.
  3. Clause 9.3. Delivery and risk. Delivery dates are estimates. We will deliver to the address in the quote or order, and freight and transit insurance are charged at cost unless stated otherwise. Risk in Hardware passes to you on delivery or collection. Please inspect Hardware within 10 Business Days after delivery and tell us of any shortfall or visible damage.
  4. Clause 9.4. Ownership. Ownership of Hardware passes to you when we have received payment for it in full. Until then, we may recover Hardware that has not been paid for. You agree that we may register our interest in unpaid Hardware on the Personal Property Securities Register, and you will sign anything reasonably needed for that.
  5. Clause 9.5. Installation and compliance. Unless we install Hardware under a quote, you are responsible for having it installed by suitably qualified people in accordance with the Documentation, and for the compliance of any site or system it is installed in. Hardware complies, at delivery, with the Australian standards stated in its Documentation.
  6. Clause 9.6. Hardware warranty. We warrant that Hardware manufactured by us will be free from defects in materials and workmanship for 12 months from delivery, if used normally and in accordance with the Documentation. If it is not, we will repair or replace it or refund its price, at our option. The warranty does not cover damage from misuse, accident, lightning, power surges, flood or fire; installation or use not in accordance with the Documentation; repairs or modifications by anyone other than us; normal wear and consumables such as batteries and antennas; or software or configuration supplied by you or others. Hardware made by other manufacturers is covered only by its manufacturer’s warranty, which we will pass on to you and help you claim under.
  7. Clause 9.7. Making a warranty claim. To claim, contact us at support@doover.com within the warranty period, describe the problem, and return the Hardware to Span Engineering Pty Ltd, 2a Gordon Street, North Toowoomba QLD 4350, using the return authorisation we give you. If we find the Hardware is not defective or the claim is not covered, we may charge our reasonable inspection and return costs. The benefits of this warranty are in addition to other rights and remedies you have under the law.
  8. Clause 9.8. Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
  9. Clause 9.9. Returns. We do not accept returns of Hardware that is not faulty unless we agree in writing. If we agree, the Hardware must be unused and in its original packaging, and we may charge a restocking fee of up to 15% of its price.
  10. Clause 9.10. Hardware and the Platform. Hardware is designed to work best with the Platform. Remote monitoring, control and update features need an active Doover account, and we may deliver firmware and security updates to Hardware through the Platform under clause 3.3. Using Hardware with the Platform is governed by these terms.

10. Availability and support

  1. Clause 10.1. Availability. We aim to make the core services identified on our public status page at status.doover.com available at least 99.9% of each month, excluding scheduled maintenance and events outside our control. This is a target, not a guarantee, and no service credits apply. You can see current and past availability of each Core Service on the status page.
  2. Clause 10.2. Maintenance. We will give at least 5 Business Days’ notice of scheduled maintenance likely to affect availability and carry it out outside business hours (Brisbane time) where practicable. We may carry out urgent maintenance for security or stability with as much notice as is reasonable.
  3. Clause 10.3. Support. Support is available during business hours (Brisbane time) through support@doover.com and the Platform. We will use reasonable endeavours to respond to an outage of a Core Service within 4 business hours and to other requests within 2 Business Days.
  4. Clause 10.4. Things outside our control. The Platform depends on your Devices, power, connectivity and Third-Party Services. An alarm or notification that cannot be delivered because one of them fails is not delivered, and that is not a breach of these terms.

11. Confidentiality

  1. Clause 11.1. Each of us must keep confidential, and use only for the purposes of these terms, any non-public information the other discloses that is marked confidential or that a reasonable person would understand to be confidential, including your Customer Data, and our non-public information about the Platform, our pricing and quotes, and security information we give you. This does not apply to information that is or becomes public other than through a breach, that the recipient already had or independently developed, or that must be disclosed by law. Either of us may disclose confidential information to our personnel, advisers and subcontractors who need to know it and are bound to keep it confidential.

12. Warranties and liability

  1. Clause 12.1. What we promise. We will provide the Platform Services with due care and skill, and the Platform will perform materially in accordance with the Documentation. If it does not, tell us and we will use reasonable endeavours to fix it.
  2. Clause 12.2. What we do not promise. The Platform is under continuous development and we do not promise it will be uninterrupted, error-free or secure against all threats. Third-party apps, devices and services are not covered by our promises. Except as set out in these terms, all other warranties and conditions are excluded to the extent the law allows.
  3. Clause 12.3. Non-excludable rights. Our services come with guarantees that cannot be excluded under the Australian Consumer Law, and you may have similar rights under the laws of your country. Nothing in these terms excludes, restricts or modifies those rights. Where the law allows us to limit our liability for failing to meet such a guarantee, our liability is limited, at our option, for services to supplying them again or paying the cost of having them supplied again, and for goods to repairing or replacing them, supplying equivalent goods, or paying the cost of doing so.
  4. Clause 12.4. Indirect loss. Neither of us is liable to the other for loss of profit, revenue, business, goodwill or opportunity, business interruption, loss or corruption of data (except where caused by our failure to keep backups as described in these terms), or any indirect or consequential loss, however it arises.
  5. Clause 12.5. Liability cap. Each of our total liability to the other under or in connection with these terms is limited to the greater of the Fees you paid us in the 12 months before the event giving rise to the claim and A$10,000. This cap and clause 12.4 do not apply to your obligation to pay Fees, to liability for death or personal injury caused by negligence, or to fraud or wilful misconduct.
  6. Clause 12.6. Your indemnity. You indemnify us against claims by third parties, including your own customers, to the extent arising from your Customer Data or from your breach of clause 6 or the law, except to the extent caused by our breach of these terms or our negligence. Your liability under this clause is subject to clause 12.5.

13. Suspension and ending these terms

  1. Clause 13.1. You can leave at any time. You may deactivate items or close your account at any time through the Platform or by emailing us. There is no minimum term and no termination fee. You must pay Fees accrued up to the date of deactivation or closure. Because Fees are billed in arrears, there is nothing prepaid to refund, except the unused part of any prepaid optional extra if you close your account because of our breach.
  2. Clause 13.2. We can end these terms. We may end these terms by giving you at least 60 days’ notice. We may also end them by notice if you breach them and do not fix the breach within 14 days after we ask you to, or if you become insolvent.
  3. Clause 13.3. Suspension. We may suspend all or part of your access: for non-payment under clause 5.3; immediately, if we reasonably consider your use breaches clause 6, threatens the security or performance of the Platform or other customers, or exposes us to legal liability, but only to the extent and for as long as reasonably necessary; or where required by law (including sanctions law) or by a Third-Party Service provider. We will tell you as soon as practicable and restore access promptly once the issue is resolved.
  4. Clause 13.4. After your account closes. For 60 days after your account closes, we will keep your Customer Data available for export on request, provided all undisputed Fees are paid. We then delete it from our production systems, and from backups in the ordinary backup cycle, except where we must keep it by law or it is de-identified under clause 7.2.
  5. Clause 13.5. What survives. Clauses 5 (for accrued Fees), 7.1, 7.2, 8, 9.4 to 9.9, 11, 12, 13.4, 15, 16 and 17 continue after these terms end.

14. Events outside our control

  1. Clause 14.1. Neither of us is liable for a delay or failure to perform (other than paying money) caused by an event beyond our reasonable control, such as natural disaster, pandemic, war, industrial action, government action, failure of utilities, telecommunications, satellite, cloud hosting or the internet, or a cyber-attack that reasonable security measures could not have prevented. The affected party must tell the other and do what it reasonably can to resume performance.

15. Customers outside Australia

  1. Clause 15.1. Application. This clause applies if your organisation is located outside Australia, in addition to the rest of these terms.
  2. Clause 15.2. Currency. Fees are charged in Australian dollars unless the Pricing Page states otherwise. You bear any currency conversion and international payment costs.
  3. Clause 15.3. Taxes. Fees exclude any value added, goods and services, sales, use or similar taxes. Where we are not required to charge such a tax, you are responsible for accounting for it in your country, for example under a reverse-charge rule. If the law requires you to withhold tax from a payment to us, you must pay us an additional amount so that we receive the full amount we would have received without the withholding.
  4. Clause 15.4. Local mandatory law. If a law of your country that cannot be excluded by agreement gives you rights or imposes obligations that conflict with these terms, these terms apply subject to that law, and only to the extent necessary.
  5. Clause 15.5. Data transfers. Your Customer Data is stored in Australia unless we have agreed another region under clause 7.3. You are responsible for ensuring that your use of the Platform, including the transfer of personal information to the storage region, complies with the laws that apply to you. Where the EU or UK General Data Protection Regulation applies to your Customer Data, we will enter into a data processing addendum with you on request.
  6. Clause 15.6. Sanctions and export controls. You confirm that neither you nor any of your Authorised Users is a person targeted by Australian, United Nations or other applicable sanctions, and you must not use or allow use of the Platform in or for the benefit of a sanctioned country or person, or in breach of export control laws.
  7. Clause 15.7. Connectivity and Hardware. Connectivity services ordered from us may not be available, or may be priced differently, outside Australia. If we ship Hardware to you outside Australia, you are responsible for import duties, taxes and customs clearance, and for confirming that the Hardware meets the regulatory requirements of your country, including for radio and telecommunications equipment.
  8. Clause 15.8. Language. These terms are in English. If we provide a translation, the English version prevails.

16. Complaints, disputes and governing law

  1. Clause 16.1. Talk to us first. If you have a complaint or dispute, contact us at support@doover.com with the details. We will each try in good faith to resolve it within 20 Business Days, including through a meeting between people with authority to settle it. Neither of us will start court proceedings before then, except for urgent relief.
  2. Clause 16.2. Governing law. These terms are governed by the laws of Queensland, Australia, wherever you are located. Each of us submits to the non-exclusive jurisdiction of the courts of Queensland.

17. General

  1. Clause 17.1. Assignment. You may not transfer these terms without our consent, which we will not unreasonably withhold. We may transfer them to a related company or to a buyer of the Doover business that takes on our obligations to you, and will tell you if we do.
  2. Clause 17.2. Subcontractors. We may use subcontractors and Third-Party Services, but remain responsible for our obligations under these terms.
  3. Clause 17.3. Notices. We may give you notices by email to your account’s billing or administrator contact, or in the Platform. You may give us notices at info@doover.com. An email notice is received when it is sent unless the sender receives a delivery-failure message.
  4. Clause 17.4. Entire agreement. These terms, the Pricing Page, the EULA and the Privacy Policy are the entire agreement between us about the Platform Services, subject to clause 1.5.
  5. Clause 17.5. Other. If a provision is unenforceable it is severed or read down and the rest continues. A failure to exercise a right is not a waiver. We are independent contractors, and nothing in these terms creates a partnership or agency.

Contact us

Questions about these terms: info@doover.com. Support, warranty claims and complaints: support@doover.com. Or write to us at:

Span Engineering Pty Ltd2a Gordon StreetNorth Toowoomba QLD 4350Australia