Contract questions and troubleshooting
The questions below are the ones that come up most often. Each answer links to the page that explains it in full.
Billing and charges
Section titled “Billing and charges”I completed a job under the contract, but nothing appeared on the invoice
Section titled “I completed a job under the contract, but nothing appeared on the invoice”The service is almost certainly not on the contract’s rate card. A service picked on a job is only an instruction to the fieldworker until the rate card gives it a price — without one it stays a to-do, never reaches the job’s cart, and so never reaches an invoice.
Open the job’s cart to confirm: an empty cart is the giveaway. See the rate card rule.
The invoice only shows the fixed fee — where are the jobs we did?
Section titled “The invoice only shows the fixed fee — where are the jobs we did?”That is usually correct behaviour, not a fault. Scheduled work is what the recurring fee already pays for, so jobs inside their free quota appear as included lines at zero rather than as charges. The client can see the work was done without being billed twice for it.
Only work beyond the quota gets added on top.
Can I charge for something that isn’t on the rate card?
Section titled “Can I charge for something that isn’t on the rate card?”Yes — you just have to do it by hand. Add the service or item to the job’s cart yourself and it will bill, but at your master rate (your standard price list) rather than at the contract rate you negotiated with this client.
Leaving something off the rate card makes it manual, not free. See which price gets used.
What is the difference between the contract rate and the master rate?
Section titled “What is the difference between the contract rate and the master rate?”The contract rate is the price agreed with that one client, set on the contract’s rate card. The master rate is your standard price from the service and item lists. Anything on the rate card bills at the contract rate; anything added by hand that isn’t on it bills at the master rate.
I set a fixed contract amount, so why is the client being billed more?
Section titled “I set a fixed contract amount, so why is the client being billed more?”Something went past its free quota. Once a rate-card service or item is used beyond what the contract includes, the excess is charged and added to that same period’s invoice — this is what the billing panel calls overage. The recurring fee itself has not changed.
The deposit is showing up again on a later invoice
Section titled “The deposit is showing up again on a later invoice”It should not. A deposit is a one-time figure charged on the first invoice only, and is never rolled into the recurring amount. If it is reappearing, check whether it was entered as part of the recurring fee rather than in the deposit field.
Quotas and renewal
Section titled “Quotas and renewal”When a contract renews, does the free quota start again?
Section titled “When a contract renews, does the free quota start again?”Yes. A renewal is a fresh contract, not a continuation — the terms carry across, but quotas start again from zero.
Does unused quota carry forward to the new term?
Section titled “Does unused quota carry forward to the new term?”No. Anything unused stays with the term that ended. A contract that included four visits a year gives another four on renewal, not four plus whatever was left over.
Jobs and work patterns
Section titled “Jobs and work patterns”Can one contract have more than one work pattern?
Section titled “Can one contract have more than one work pattern?”Yes, and this is often the right answer. Each pattern runs on its own cadence, so a single agreement can cover daily dusting and a weekly window clean, or four weekly camera routes that between them cover a whole site every month. See work patterns.
I created the job from the Scheduler — does it still count under the contract?
Section titled “I created the job from the Scheduler — does it still count under the contract?”Yes, as long as you selected the contract on the job. A job belongs to a contract whenever a contract is chosen on it; where the job was created makes no difference.
Is an extra, unplanned job automatically an extra charge?
Section titled “Is an extra, unplanned job automatically an extra charge?”No. Ad-hoc jobs follow exactly the same rule as scheduled ones — the rate card decides. Leave call-outs off the rate card and a fixed monthly fee covers as many as the client needs; put them on it and each one bills.
Equipment and leasing
Section titled “Equipment and leasing”Can one contract cover both my equipment and the client’s?
Section titled “Can one contract cover both my equipment and the client’s?”No. A servicing contract works on the client’s equipment; a leasing contract rents out your own. One contract never mixes the two.
If I lease equipment out, can I still service it?
Section titled “If I lease equipment out, can I still service it?”Yes. A leasing contract can carry work patterns just like a servicing one — set the pattern up with the service you want performed and every job it creates does that work on the leased asset. The rent is handled by the leasing terms; the servicing runs off the work pattern, on the same contract.
When is a usage-based leased asset actually billed?
Section titled “When is a usage-based leased asset actually billed?”When it comes back. Usage is the span between deploy and undeploy, so the charge is only final once the asset is returned. At job finish the app asks whether the equipment is staying or coming back — leaving it on site keeps the meter running, taking it back closes the usage period for invoicing.
Does a daily or hourly rate follow the invoice cycle?
Section titled “Does a daily or hourly rate follow the invoice cycle?”No. Only flat / period rates are tied to the invoice cycle. Daily and hourly rates are usage-based and come from the deploy-to-undeploy time, regardless of whether the lease invoices monthly or quarterly. See equipment leasing.
Predrafted contracts
Section titled “Predrafted contracts”Why can’t I add a client to a predrafted contract?
Section titled “Why can’t I add a client to a predrafted contract?”Because a blueprint is meant to be reused across many clients. And since equipment belongs to a client, equipment cannot be attached either — which is why the predrafted wizard is four steps instead of six. You add the client, dates and equipment when you turn it into a real contract.
What is the difference between a predrafted contract and a package?
Section titled “What is the difference between a predrafted contract and a package?”They are the same thing seen from two places. It is a predrafted contract in Settings, and a package when you pull it into a quotation. See predrafted contracts and packages.
The contract document
Section titled “The contract document”The agreement I generated looks thin — sections are missing
Section titled “The agreement I generated looks thin — sections are missing”The gap is almost always on the contract rather than the document. An empty Scope of Work, no Terms & Condition, or equipment that was never linked leaves nothing for those sections to show. Fill them in on the contract and generate it again.
What is the difference between Contract Document and Field Photos?
Section titled “What is the difference between Contract Document and Field Photos?”Contract Document holds the agreement file itself — including the signed copy once the client has e-signed it. Field Photos from Jobs are the pictures your fieldworkers captured while doing the work. They sit near each other on the contract page but are not the same thing.
Contract types
Section titled “Contract types”Why can’t I select Time Based?
Section titled “Why can’t I select Time Based?”It is listed so you can see it is coming, but it cannot be chosen yet. The two types available today are Fixed Price / Service Based and Equipment Leasing.