Terms of Service

These terms are an agreement between you and Ember 411 LLC ("Ember 411," "we," "us") for your use of the Ember 411 app at app.ember411.com, this website, and related services (together, "Ember"). By creating an account or using Ember, you agree to these terms. If you use Ember on behalf of a fire or EMS department, you agree for that department too, and you confirm you're allowed to.

1. Accounts

You must be at least 18 to create a personal account. Give us accurate information, keep your password private, and tell us right away at jeremy@ember411.com if you think someone else has used your account. You're responsible for what happens under your login.

We may ask you to confirm your email address before you can use a personal account.

2. Text messages (SMS)

Program: Ember 411 notifications. When you opt in, Ember 411 LLC sends SMS text messages to the mobile number you provide, including open shift notifications, shift assignment and approval confirmations, schedule changes and reminders, and department notices. We do not send verification codes, marketing or promotional texts.

How you opt in: by checking the SMS consent box when creating your account, or by turning on text message alerts in your settings in the app. Consent to receive texts is not a condition of using Ember.

Frequency and cost: message frequency varies based on your department's activity and your settings. Message and data rates may apply. Check with your wireless carrier for details.

Opting out: reply STOP to any message to unsubscribe. You will receive one final confirmation text and no further messages. You can also turn text alerts off in your settings in the app.

Help: reply HELP to any message, or contact us at jeremy@ember411.com.

Carriers are not liable for delayed or undelivered messages. See the Privacy Policy for how we handle your mobile number and SMS consent.

3. Department accounts

When a department uses Ember, the department decides who gets access and controls its data, including schedules, hours, call records, training records and certifications. We handle that data on the department's behalf and under its instructions. If you're a member of a department, your department's admins can see and manage your department records. Questions about those records go to your department first.

Departments are billed under the agreement or order form they sign with us. If that agreement conflicts with these terms, the agreement controls.

4. Plans, billing and refunds

Personal plans. A free personal account includes the features shown as free on the Plan page. Pro and Elite are monthly subscriptions at the prices shown when you subscribe.

Free month. The first time you subscribe to Pro or Elite, your first 30 days are free. We collect your card at checkout and charge it for the first time when the free month ends, unless you cancel before then. The free month is offered once per person and we may end the offer for new sign-ups at any time.

Billing. Payments are handled by Stripe. Depending on where you live, Stripe may sell the subscription to you as the seller of record and collect any sales tax, and Stripe's terms also apply to the payment. Your subscription renews automatically each month until you cancel. We'll tell you before any price change takes effect, and you can cancel before it does.

Canceling. You can cancel any time from the Plan page in the app or by emailing us. When you cancel, you keep your paid features until the end of the month you've already paid for, and you won't be charged again.

Refunds. Because you can cancel any time and keep access through the paid month, we don't give partial-month refunds. If you were charged by mistake, were charged after canceling, or something on our side kept Ember from working for you, email us within 30 days and we'll make it right, including a refund where appropriate. Nothing here limits any refund right you have under the law where you live.

Features marked "coming soon" aren't included in what you're paying for until they're released.

5. Acceptable use

Don't use Ember to break the law, harass anyone, or share information you don't have the right to share, including protected health information about patients. Ember is not a patient care record and isn't built to store patient information. Don't try to get into accounts or data that aren't yours, test or probe our security without written permission, interfere with the service, scrape it, or resell it.

Ember is not a dispatch system and is not a replacement for your CAD, radio, pager or alerting system. Call information shown in Ember can be late, incomplete or missing. Always rely on your official dispatch.

6. Ember AI

Ember AI generates answers with an AI model. It can be wrong. It is not medical direction, legal advice, or a substitute for your protocols, your medical director, your officers or your training. Check anything important against official sources before you rely on it. Practice quizzes are for study and don't replace required certification exams.

7. Support resources

Support guides, resources and the support circle are for information and connection. They are not counseling, therapy, medical care or a crisis service, and the people in your support circle are not monitoring you. If you are in crisis or thinking about harming yourself, call or text 988 (Suicide & Crisis Lifeline). In an emergency, call 911.

8. Jobs

Departments are responsible for their job postings and hiring decisions. We don't guarantee any posting is accurate or that applying will lead to an interview or a job. When you apply, the department you apply to receives your application and the profile and resume you choose to share.

9. Your content

You own what you put into Ember, such as your profile, resume, certifications and notes. You give us permission to store, process and display it only as needed to run Ember for you and, for department records, for your department. We don't sell your data. Our Privacy Policy explains how we handle it.

If you send us feedback or ideas, we can use them without owing you anything.

10. Ending your account

You can stop using Ember any time. To delete your personal account, email us and we'll delete it as described in the Privacy Policy. Department records belong to the department and are handled under its instructions.

We may suspend or close an account that breaks these terms or puts other people or the service at risk. If we close your paid account for a reason other than a violation of these terms, we'll refund the unused part of your current month.

11. Disclaimers and limits

We work hard to keep Ember accurate and available, but it's provided "as is" and "as available." To the extent the law allows, we disclaim all warranties, including merchantability, fitness for a particular purpose and non-infringement, and we don't promise Ember will be uninterrupted or error-free.

To the extent the law allows, Ember 411 LLC won't be liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, data or goodwill. Our total liability for any claim about Ember is limited to the greater of the amount you paid us in the 12 months before the claim or $100. Some places don't allow these limits, so they may not apply to you.

You agree to cover our reasonable costs if a claim is brought against us because you broke these terms or misused Ember.

12. General

Utah law governs these terms, without regard to conflict-of-law rules. Any dispute will be handled in the state or federal courts located in Utah County, Utah, and you and we agree to those courts' jurisdiction. If part of these terms can't be enforced, the rest still applies. If we don't enforce something right away, we haven't given up the right to. You can't transfer these terms without our consent; we can transfer them as part of a merger or sale of our business.

We may update these terms. If a change is significant, we'll let you know by email or in the app before it takes effect. Using Ember after a change takes effect means you accept the updated terms.

Questions: jeremy@ember411.com