R11 Platform Terms of Service

Effective Date: October 21, 2026 · Version 3.1

These Platform Terms of Service ("Terms") govern access to and use of the R11 platform, provided by R11 Inc., a Delaware corporation ("R11," "we," "us"). The "Platform" means R11's software for running solar installation projects, including the independent private-pilot app at app.r11inc.com, the site R11 operates for each customer (for example, continuum.r11inc.com), the R11 Field mobile app, the connections R11 sets up with the customer's other systems, and related features, support, and updates.

The Platform is available only to businesses that R11 has set up as customers (each, a "Customer") and to the people a Customer authorizes to use it ("Authorized Users"), such as its office staff, sales representatives, crews, and technicians, and users at partner companies the Customer chooses to give access. By accepting these Terms or using the Platform, you agree to them on your own behalf and, if you accept for a Customer, on behalf of that Customer, and you confirm that you have authority to do so. "You" means the Customer and its Authorized Users, as the context requires.

1. Agreements That Apply

These Terms apply to every Customer and Authorized User. R11 signs a written agreement or order form with each Customer for the Platform (an "Order"). The Order controls where it conflicts with these Terms.

2. Accounts and Access

• Invitation only. Each Customer decides who in its company, and at its partner companies, has access, and with what permissions. The Customer's administrators invite people, set their permissions, and remove access in the Platform, and R11 can do the same at the Customer's direction.
• Sign-in. Authorized Users sign in with their own Google account or with a one-time code or link sent to their work email address. Accounts may not be shared. Each Authorized User must keep their email and Google accounts secure and must tell R11 at support@r11inc.com about any suspected unauthorized access.
• Customer responsibility. The Customer is responsible for its Authorized Users' use of the Platform, for keeping its user list current, and for removing anyone who should no longer have access, including when an employee leaves or a partner relationship ends.
• Partner access. If the Customer gives a partner company access to some of its projects, the Customer decides, through the Platform's permissions, what that partner can see and do, and is responsible for having the right to share that information with the partner.
• Links that open without signing in. Some Platform pages open from a link without signing in. The Platform emails a sales representative a link to answer a question about a project, and an outside technician can be sent a link to report a service visit, which shows the homeowner's contact details until the link expires or is withdrawn. Anyone holding such a link can see the information on that page. The Customer will keep its sales representatives' and technicians' contact details current, share a visit link only with the technician doing the visit, and limit who can open any calendar where R11 places such links.
• R11 personnel. R11 personnel may access the Customer's account and Customer Data to provide support, to set up, maintain, and improve the Platform, to investigate problems, and to keep the Platform secure, including by viewing the Platform the way a particular Authorized User sees it. R11 may add accounts for its own personnel to the Customer's site for these purposes, and may give a Customer administrator the same viewing ability. Changes R11 personnel make in the Platform, including while viewing it as another user, are recorded in the project history under their own name. R11 personnel also sometimes correct records directly with R11's own tools; those corrections may not appear in the project history, or may appear under a system label.

3. Customer Data

"Customer Data" means the information the Customer and its Authorized Users put into the Platform or that the Platform receives on the Customer's behalf, including project records, homeowner details, documents, photos, notes, schedules, messages, sales and financing information, and the deliveries the Platform receives from the Customer's Connected Systems (Section 4).

• The Customer owns its Customer Data. As between R11 and the Customer, the Customer keeps all rights in its Customer Data.
• License to R11. The Customer grants R11 a non-exclusive right to host, copy, process, transmit, and display Customer Data in order to provide, support, secure, and improve the Platform; to do what the Customer directs through the Platform, including sending the messages it turns on and the updates to Connected Systems described in Section 4; and as these Terms and the R11 Privacy Policy describe.
• R11 acts for the Customer. For personal information about the Customer's homeowners and the other people identified in its project records, R11 is the Customer's service provider, and the business purposes are providing, supporting, securing, and improving the Platform as these Terms describe. (R11 handles its own users' account, sign-in, and activity information as the Privacy Policy describes.) R11 will:
  • (a) use, keep, and disclose that information only for those purposes, as the Customer directs, or as the law requires, and not outside its direct business relationship with the Customer;
  • (b) not sell it or share it for cross-context behavioral advertising;
  • (c) not combine it with personal information R11 receives from other sources, except as needed to provide the Platform to the Customer, as the law permits, or in R11's product analytics as the Privacy Policy describes;
  • (d) comply with the privacy laws that apply to it as the Customer's service provider, including the California Consumer Privacy Act, and give the information the level of protection those laws require;
  • (e) require the service providers it uses to protect the information, to use it only to provide their services to R11, and to delete it when R11 instructs them;
  • (f) help the Customer respond to requests from individuals about their information, within the times the law sets: by finding and providing it, by correcting it, and, when the Customer instructs, by deleting or de-identifying it, including in the Platform's history and in the deliveries it has stored;
  • (g) let the Customer take reasonable steps to confirm that R11 uses the information as these Terms require, such as by answering written questions about its practices, and to stop and fix any use that does not; and
  • (h) tell the Customer if R11 can no longer meet these commitments.
• The Customer's responsibilities. The Customer decides what it puts into the Platform, which systems it connects, and which messages the Platform sends, and it is responsible for its own obligations to the individuals identified in its Customer Data, including its homeowners, staff, and partners. The Customer represents that it has the right to provide Customer Data to R11 for these purposes, including under its agreements with its financing companies and other providers, and that it has given every notice and obtained every consent the law or its own commitments require, including any consent needed before the Platform sends a person a text message or email at the Customer's direction.
• Accuracy. Much of Customer Data comes from the Customer's people and from third-party systems. R11 records what it receives and does not guarantee that information originating from the Customer or a third party is accurate or complete.
• Improvements, and no sharing between customers. R11 may use Customer Data, including corrections the Customer's people make to the Platform's findings, to improve the Platform, including the checks and rules the Platform applies for all of R11's customers. Those checks and rules carry no Customer's records. R11 will not disclose one Customer's Customer Data to another customer. R11 will not combine Customer Data with other customers' data to produce statistics or benchmarks unless the Customer agrees to that separately and in writing, and the Customer may withdraw that agreement at any time.
• No model training. R11 does not use Customer Data to train artificial intelligence models, and the AI model providers R11 contracts with directly may not, under their terms, use the Customer Data R11 sends them to train their models.

4. Connected Systems and Updates Made on the Customer's Behalf

The Customer may connect the Platform to systems it uses, such as its customer relationship management (CRM) system, sales apps, solar design software, site-survey and photo apps, roof-inspection services, calendars, cloud storage, optional project email, and the portals of the financing companies that fund its customers' systems ("Connected Systems").

• Authorization. By connecting a system, the Customer authorizes R11 to access it with the credentials the Customer provides, to receive and retrieve information from it on the Customer's behalf, and to keep the deliveries it receives as part of Customer Data.
• Credentials. The Customer will provide only credentials it is authorized to use for this purpose. Where a provider offers credentials meant for integrations, the Customer should use those rather than one person's own login. R11 stores credentials encrypted and uses them only to operate the Platform for the Customer.
• Updates to Connected Systems. Where R11 has turned it on for the Customer under their agreement, R11 also sends updates to Connected Systems on the Customer's behalf, for example updating a project's stage, dates, notes, and other fields in the Customer's CRM and creating customer and sales-representative records there, creating a job in a roof-inspection service, creating project folders and filing documents and photos in the Customer's cloud storage, correcting a homeowner's name in a site-survey app, or creating calendar entries. R11 makes only the kinds of updates it has set up for the Customer, records each one, and does not use the Customer's credentials for anything else. The Customer may ask R11 to stop any kind of update at any time.
• The Customer's accounts. Connected Systems are provided by other companies under the Customer's own agreements with them. The Customer is responsible for those accounts, for having the right to connect them to the Platform, and for complying with their terms. The Customer's own automations in those systems may act on updates R11 sends. R11 is not responsible for the acts, omissions, availability, or changes of any Connected System, and a connection may stop working if its provider changes or ends access.
• Disconnecting. The Customer may ask R11 to disconnect any Connected System at any time, and a Customer administrator can disconnect Google services directly in the Platform. R11 then stops retrieving new information through that system and stops sending updates to it. Information already received stays part of Customer Data (Section 11).
• Independent pilot. An invited user may create a separate company workspace and connect Google Drive for a selected-folder review. Gmail is a separate, optional read-only connection: the user searches and selects existing project threads for that review. R11 retains the selected files, messages and supported attachments as Customer Data and uses AI providers as the Privacy Policy describes. These pilot connections do not change the originals, send email or submit to a financier. Disconnecting Gmail stops future mailbox reads but does not delete the saved review. Revoking the shared Google client’s entire grant can interrupt both Drive and Gmail.
• Google services. If the Customer connects a Google account, R11's use of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements. In customer-configured operations (not the independent pilot), R11 creates a Google Drive folder, with standard subfolders, for each project that does not already have one, or uses an existing folder with the project's name; sets the customer folder it creates so that anyone with its link can view it; may rename a folder it created to match the project's name in the Platform; files documents and photos into the project's folders; reads file and folder names and details in the project's folders and in the folder that holds them; reads the contents of signed agreements, of plan sets the Customer has R11 attach to a homeowner's email, and of the documents and photos used in funding reviews, which it sends to AI service providers to produce the review and keeps as part of the project's history; and moves to the trash only a file it filed or adopted, when an Authorized User removes it in the Platform. R11 never permanently deletes a Drive file, and does not move, copy, or change permissions on files except as just described. R11 does not sell Google user data, does not use it for advertising, and does not use it to train artificial intelligence or machine learning models. To remove R11's access completely, a Customer administrator should also remove it in the Google account's security settings.

5. Messages Sent Through the Platform

The Platform can send emails and text messages about the Customer's projects to the people the Customer chooses, including its homeowners, sales representatives, and office staff, and can show notices inside the Platform.

• The Customer is the sender. These messages are sent on the Customer's behalf and in its name, for its business, from an address on the Customer's domain or an address R11 provides for the Customer. The Customer decides which messages are turned on and who receives them, including any copies to its own staff. The Customer is responsible for the content it supplies and for complying with the laws that apply to its messages, including laws on consent to text messages, commercial email, and message timing.
• Text messages need consent. The Platform sends a text message to a person only when it holds a record of consent: the person's own agreement, or the Customer's recorded confirmation that the homeowners who signed its agreements (for example, for a solar, storage, or service project) agreed there to receive texts about their project. By recording that confirmation, the Customer represents that its agreements include that consent and that it meets the law's requirements for those texts. The Platform honors replies such as STOP. The Customer will tell R11 promptly if a person withdraws consent in another way.
• Sender registration. To send texts in the Customer's name, R11 registers the Customer's business as the sender with the text-messaging registry and carriers, using the business information the Customer provides, which must be accurate.
• R11's controls. R11 keeps a do-not-contact list, applies opt-outs, holds the Platform's automatic homeowner messages to between 8 a.m. and 8 p.m. in the Customer's time zone (a text an administrator types goes when it is sent), and may delay, decline, or stop any message, or suspend messaging for a Customer, if R11 reasonably believes it would violate the law, a carrier's or provider's rules, or these Terms.

6. AI Features

Some Platform features use artificial intelligence models provided by R11's service providers, for example to review the documents and photos in a funding package or to check that a crew's photo is clear.

• Review before relying. AI output can be incomplete or wrong. It is offered to help the Customer's people, who remain responsible for reviewing it before relying on it. AI output is not legal, financial, tax, engineering, or safety advice.
• People decide. AI features do not move a project, approve or request a payment, send a message to a homeowner, or change the Customer's Connected Systems on their own.
• Data. When an AI feature runs, R11 sends the AI provider the Customer Data that feature needs, and the provider processes it to return a result to R11. R11 keeps what it sent and the result as part of the project's history. R11 does not use Customer Data to train AI models.

7. Funding and Financing Information

The Platform records the status of each project's financing and its funding milestones as the financing company reports them, as the Customer's people or its CRM record them, and, for some financing companies, as R11 reads them from the financing company's own records (for example, marking a milestone approved on the day the financing company's portal shows every required document approved). A milestone shown as approved means one of those sources recorded an approval; it does not mean that funds have been paid or received. Where a lender reports that it paid out, the Platform shows the lender's reported amount and date and may note it in the Customer's CRM; that is the lender's report, not confirmation that the Customer received the funds. The Platform does not move money, does not request funding from a financing company, and never marks a milestone as paid. R11 does not verify, guarantee, or assume responsibility for the accuracy, completeness, or timeliness of information that originates from the Customer or a third party, and nothing shown in the Platform is a representation that any payment has been or will be made. The books, records, and executed agreements of the Customer and its financing companies control.

8. R11 Field

R11 Field is R11's mobile app for the people who work on the Customer's jobs. R11 grants each Authorized User a limited, non-exclusive, non-transferable, revocable license to install and use R11 Field on a device they control, only for the Customer's business and only while they have access to the Platform.

• Photos and notes taken in R11 Field are Customer Data. The app keeps each photo in its own storage until a week after the Platform confirms receiving it, and then clears its copy, as the Privacy Policy describes.
• Photos from a device's gallery. An Authorized User may add only photos they took of the Customer's job. R11 Field reads the details saved in a chosen photo's file, including where it says the photo was taken, to check it and to tell the Customer's office about it. Before sending a photo, R11 Field keeps only the picture, its camera and time details and its color profile, and removes everything else in the file, including the location; it does not send a photo it cannot read, convert or fully check.
• The job-site location check. When an Authorized User opens a job's photos, R11 Field may ask for the device's location and compare it with the job's address. The Platform receives the distance and its accuracy, not the device's coordinates, and the Customer's office sees a note when a user continues from far from the job. The Customer will tell its crews about this check.
• Devices. Each Authorized User is responsible for the device they use, for keeping it secure, and for any carrier charges. If a device is lost, tell your office so access can be removed.
• App stores. If you download R11 Field from an app store, that store's terms also apply to the download. The app store is not responsible for R11 Field or for supporting it. [Before an iPhone release: add the terms Apple requires for apps distributed through its App Store.]

9. Acceptable Use

You will not, and will not let anyone: (a) use the Platform except for the Customer's own business; (b) access another customer's data, or try to bypass sign-in, permissions, or other security measures; (c) probe, scan, or test the Platform's vulnerability without R11's written consent; (d) reverse engineer, copy, or create derivative works of the Platform, or use it to build a competing product; (e) access the Platform by automated means except through interfaces R11 provides; (f) upload malicious code; (g) submit information that is false or that you have no right to provide, including altered photos or false information about where or when a photo was taken; (h) use the Platform's messaging to send messages without any consent the law requires, or to send unlawful, harassing, or deceptive messages; or (i) use the Platform in violation of law.

10. Security

R11 maintains administrative, technical, and physical safeguards designed to protect Customer Data, appropriate to its nature. If R11 confirms a security incident that results in unauthorized access to Customer Data, R11 will notify the Customer without undue delay, share what it reasonably can about the incident, and cooperate with the Customer's response.

11. Term, Suspension, and Termination; Customer Data Afterwards

• Term. These Terms apply for as long as the Customer or any Authorized User uses the Platform, or for the term of the Order.
• Suspension. R11 may suspend access, for the whole Customer or any user, if R11 reasonably believes there is a security risk, a violation of these Terms, or fraudulent or unlawful activity. R11 will tell the Customer and restore access once the problem is resolved, where it reasonably can.
• Termination. Either party may end the Customer's use of the Platform as the Order provides, or, if there is no Order, on 30 days' written notice. Either party may also end it by notice if the other materially breaches these Terms and does not cure the breach within 15 days after being told of it.
• Getting Customer Data back. During the term, the Customer can export its project lists and reports from the Platform. For 30 days after termination, R11 will, on request, prepare a copy of the Customer's project records and their history, and of the photos R11 holds, in a commonly used format.
• Deleting Customer Data. Within 90 days after termination, and after providing the copy if the Customer asked for one, R11 will delete or de-identify Customer Data, including in the Platform's history and in the deliveries it has stored, except what the law requires R11 to keep, which R11 will keep protected and use only for that legal purpose. Copies in backups expire on R11's providers' schedules. During the term, R11 deletes Customer Data when the Customer instructs it to, as Section 3 describes.
• Survival. Sections 3, 7, 9, 11, and 13 through 18 survive termination.

12. Fees

The Customer will pay the fees stated in its Order, if any, on the terms the Order states.

13. Confidentiality

Each party will use the other's non-public information that it receives in connection with the Platform only for the relationship between them, will protect it with reasonable care, and will share it only with its personnel, contractors, and advisors who need to know it and are bound by confidentiality obligations, or as required by law. Customer Data is the Customer's confidential information. R11's non-public information includes pricing and the design and operation of the Platform.

14. Intellectual Property; Feedback

R11 and its licensors own the Platform, including R11 Field, and all related intellectual property. Subject to these Terms, R11 grants the Customer and its Authorized Users a limited, non-exclusive, non-transferable, revocable right to access and use the Platform for the Customer's business during the term. If you give R11 feedback or suggestions, R11 may use them without restriction or obligation.

15. Electronic Communications and Signatures

You consent to receive communications, notices, and documents from R11 electronically, through the Platform or by email to the address on file, and you agree that electronic communications satisfy any requirement that a communication be in writing. Electronic acceptance, such as clicking to accept or signing an Order electronically, and electronic signatures have the same effect as handwritten signatures. You may withdraw consent to electronic delivery by written notice, but because the Platform is delivered electronically, withdrawal may end your use of it.

16. Disclaimers

THE PLATFORM, INCLUDING R11 FIELD AND AI FEATURES, IS PROVIDED "AS IS" AND "AS AVAILABLE." FEATURES R11 IDENTIFIES AS PILOTS OR EARLY ACCESS MAY CHANGE OR END AT ANY TIME. TO THE FULLEST EXTENT PERMITTED BY LAW, R11 DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND UNINTERRUPTED, TIMELY, OR ERROR-FREE OPERATION. INFORMATION SHOWN IN THE PLATFORM, INCLUDING STATUSES, DATES, FIGURES, THIRD-PARTY DATA, AND AI OUTPUT, MAY CONTAIN ERRORS OR DELAYS.

17. Limitation of Liability; Indemnification

TO THE FULLEST EXTENT PERMITTED BY LAW: (A) NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR LOST PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATING TO THE PLATFORM; AND (B) R11'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THE PLATFORM WILL NOT EXCEED THE GREATER OF (i) ONE HUNDRED U.S. DOLLARS ($100) AND (ii) THE FEES THE CUSTOMER PAID R11 FOR THE PLATFORM IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. NOTHING IN THESE TERMS LIMITS LIABILITY FOR FRAUD, WILLFUL MISCONDUCT, OR LIABILITY THAT CANNOT BE LIMITED BY LAW.

The Customer will indemnify and hold harmless R11 and its officers, directors, employees, and agents from third-party claims, losses, and expenses (including reasonable attorneys' fees) arising out of (a) Customer Data, including a claim that R11's authorized use of it violates someone's rights or the law because of the Customer's breach of Section 3; (b) messages sent at the Customer's direction (Section 5); (c) the Customer's or its Authorized Users' violation of these Terms; or (d) the Customer's violation of law.

18. Governing Law; Venue; Waivers

These Terms are governed by the laws of the State of Illinois, without regard to conflict-of-laws principles. Disputes arising out of or relating to these Terms or the Platform shall be brought exclusively in the state or federal courts located in Cook County, Illinois, and the parties consent to their jurisdiction, unless an Order specifies a different forum. EACH PARTY WAIVES ANY RIGHT TO A JURY TRIAL, AND ANY RIGHT TO PARTICIPATE IN A CLASS, COLLECTIVE, OR REPRESENTATIVE ACTION, TO THE FULLEST EXTENT PERMITTED BY LAW.

19. Changes to These Terms

R11 may update these Terms. For a material change, R11 will give notice through the Platform or by email at least 15 days before it takes effect, in a way that does not interrupt anyone's work. Continued use after the effective date means the change is accepted. Where a Customer's Order sets how changes to it are agreed, the Order controls.

20. General

Neither party is liable for delay or failure caused by events beyond its reasonable control. The Customer may not assign these Terms without R11's consent; R11 may assign them to an affiliate or in connection with a merger, financing, or sale of its business. Notices to R11 go to support@r11inc.com, or to the address for notices in the Customer's Order. These Terms, the Privacy Policy, and any Order are the entire agreement about the Platform. If a provision is unenforceable, the rest stays in effect.