Terms of Service

A1. Agreement and authority

When a feature asks you to accept these terms, review them before accepting or submitting that feature. If you do not agree, do not use a feature that requires your acceptance. These terms apply only to the extent a valid agreement is formed under applicable law; the presence of a link alone does not establish your agreement to every provision.

The business setup is intended for adults who are at least 18 and able to enter a binding agreement. If you accept for a business, you represent that you have authority to bind it and to provide its information. Acting as an authorized representative does not itself create a personal guarantee of the business's obligations. Do not impersonate another person or business.

Accepting these terms or acknowledging the Privacy Policy is not blanket consent to marketing, recording, or unrelated data uses. Any separate permission required for a particular activity must be obtained for that activity. People who call a business do not become parties to that business's agreement with us merely by calling.

A2. The service

hello, answered. presents managed AI receptionist services for businesses. William is our website guide and may act as a fictional receptionist in a chat demonstration. Sophie is the separate voice receptionist. They are AI assistants, and their replies can contain errors, misunderstandings, omissions, or invented details.

A website feature, example, plan description, or demonstration is not a promise that a particular integration, phone number, message channel, language, or business workflow is available for your business. The scope of an activated service must be separately confirmed. We do not guarantee a particular number of leads, appointments, answered calls, sales, or amount of revenue.

A3. Website and voice demos

Website chat and voice demo conversations are simulations provided to show how an AI receptionist may respond. Scenario details, estimates, availability, and appointment confirmations in a demo do not create real bookings, transactions, transfers, dispatches, or obligations for any business. Do not rely on a demonstration as confirmation that a real-world action occurred.

A demo's details are not submitted as a contact request unless you explicitly ask our team to contact you and consent to sharing your contact details. An authorized inquiry submission is different from a simulated appointment or message in the demonstration.

Use sample information in demos. Do not disclose another person's private information or record, rebroadcast, or distribute another participant's conversation without the rights and permissions required by law. Demo time, frequency, availability, and capacity are limited and may change to protect the service and control misuse.

A4. Private setup and audio preview

The private setup lets you enter and approve business information and, where available, try an optional voice practice conversation or request a short generated audio sample. A practice conversation uses the draft and voice you select; a sample illustrates proposed wording. Neither is an activated service or connected business phone number. These previews cannot save a real callback, book, send, charge, dispatch, call, transfer or activate service. You can continue without a preview when that option is offered.

The current short William setup uses scripted prompts to propose a business profile for your review. Creating that proposal does not itself request an AI interview reply. An optional voice practice conversation is a separate AI feature. Where an AI-assisted William interview is offered, his suggestions require your review, correction where necessary and separate approval. You can use the secure manual form instead where offered. William cannot activate service, contact anyone, book, charge, provision, change a CRM or grant himself authority.

You are responsible for checking each fact, instruction, greeting, service area, business hour, and fallback instruction you approve. Correct or withhold anything that should not be used. Keep access to your verified email secure, do not share verification codes or setup-session access, and contact us if you suspect unauthorized access. You are not responsible under these terms for a security failure caused by us merely because it affected your setup.

OpenAI provides the voice AI processing for the current Sophie Phone route, with Twilio carrying the telephone call. OpenAI also provides the optional browser practice conversation and, when offered, short text-to-speech samples. A practice conversation or sample does not activate Sophie Phone. Website Chat alone does not use the phone runtime. A different enabled phone route must be identified in the applicable notice and customer service record before use.

A5. Commercial terms, reserved offers and activation

Submitting a completed setup can reserve one seven-day free-service period for the selected service. Saving the setup does not start that period, activate service or create a paid subscription. Its start and end remain unset while reserved. An ordinary inquiry creates no entitlement, purchase, subscription or active phone service.

For a new self-service account accepting this edition, the seven-day free period begins through the separately authorized activation process after the required service checks and connection steps. The account shows the resulting service status and free-period deadline. A pending activation request is not confirmation that service is active. This current offer does not require a separate confirmation email to start the period. If you previously reserved an offer requiring completed managed QA and an email confirming live service, those conditions remain part of that offer unless you separately agree to a replacement. A reservation does not guarantee an activation date or that the requested setup can be supported.

Where card saving is offered, you enter your card in Stripe's secure payment form. Saving it does not itself charge you, activate phone service or start the free period. Before activation, the applicable offer must show the selected price, billing frequency, included usage and its limits, any automatic paid continuation, and the cancellation and refund terms for your review and acceptance. A displayed price or saved card does not by itself authorize a subscription or an undisclosed charge.

A later accepted service order controls the commercial and service matters it specifically addresses. These website terms do not silently replace an existing signed agreement, authorize new fees, or change an already accepted order. A demo or an AI-generated reply cannot amend an agreement or promise a refund, discount, credit, or service commitment on our behalf.

A6. Emergencies, sensitive information, and human review

These website features and demos are not an emergency service or a substitute for contacting emergency responders. Do not use them to request urgent medical care, report an immediate threat, dispatch emergency help, or monitor a person's safety. In an emergency, contact the appropriate emergency service directly.

AI replies are not medical, legal, financial, insurance, or other licensed professional advice. A simulated conversation about an industry does not mean the feature is approved for regulated work in that industry. Have an appropriate person verify important information and decisions before acting on them.

Do not enter medical records, payment-card or bank-account details, passwords, government identification numbers or documents, information about children, or other unnecessary sensitive personal information into chat, demos, setup instructions, or ordinary support messages. The current public features are not offered as a service for handling protected health information. A disclaimer does not remove legal duties that may apply if sensitive information is nevertheless received; our Privacy Policy explains how to contact us about removal.

A7. Acceptable use

Use the features lawfully and only within the access and capabilities made available to you. You must not:

• Submit unlawful, fraudulent, threatening, harassing, discriminatory, or infringing content, or use a demonstration to facilitate harm.
• Impersonate someone, misrepresent your authority, use deceptive caller identities, or falsely claim that an AI assistant is a particular real person.
• Send spam, conduct unlawful automated outreach, or evade another person's communication preferences or required consent.
• Try to access another person's setup or private data, steal credentials, introduce malware, or interfere with the service or its infrastructure.
• Bypass verification, abuse controls, access restrictions, or usage limits, including through repeated sessions or automated traffic.
• Extract nonpublic prompts, credentials, private content, or proprietary components through unauthorized means, or use outputs to misrepresent a simulated action as a real one.
• Remove ownership notices or copy, resell, or distribute our software or brand assets without permission or another lawful basis. This does not restrict rights that applicable law makes nonwaivable.

A8. Your business information and communications

You must have the rights and authority needed to submit information, instructions, and materials and to let us process them for the requested feature. Do not submit third-party confidential information that you are not permitted to share. You remain responsible for the accuracy and legality of your business's own offers, promises, professional services, and instructions.

If you later use an activated communication service, the applicable order must describe it. You remain responsible for the notices, permissions, and lawful instructions your business must provide, including applicable calling, messaging, recording, privacy, and marketing requirements. This does not transfer our own legal duties to you or establish that a recording notice, consent mechanism, or compliance control has been implemented merely because these terms mention it.

A9. Content and intellectual property

You retain your rights in the business facts and other materials you provide. You give us a limited permission to host, copy, process, transmit to the providers needed for the feature, and adapt that material as necessary to provide, secure, troubleshoot, and support the requested feature, subject to the Privacy Policy and applicable law. This permission does not give us ownership of your personal information or a general right to sell your content.

We and our licensors retain our rights in the website, software, designs, brand, prompts, and other materials we provide. We give you permission to use the public features and your setup for their intended business-evaluation purpose while you comply with these terms. No broader license or transfer of our intellectual property is implied.

AI-generated wording and audio may resemble material generated for someone else, may contain errors, and may not qualify for intellectual-property protection. Review an output before using it, and do not assume it is unique, cleared for every use, or proof that you own third-party rights. Any rights you receive remain subject to applicable law and the rights of others.

A10. Privacy and confidentiality

Our Privacy Policy describes collection, use, recipients, retention, safeguards, and available requests. We treat nonpublic setup information as confidential and limit its use and disclosure to providing and protecting the requested features and the other purposes described in that policy or required by law. We may use providers and authorized personnel who need access for those purposes. Do not use a public demo to send information that requires a separate confidentiality agreement.

Deleting local setup content does not recall an email already delivered or automatically delete a provider's independent records. Use the setup's Forget control or email hello@helloanswered.com for assistance. Specific application retention periods and their limitations are explained in the Privacy Policy.

A11. Availability and third-party services

The website depends on internet connections, hosting, AI, email, and telephone providers. Features can be delayed, interrupted, changed, or unavailable because of maintenance, capacity, security issues, or provider failures. We may limit a feature or suspend access when reasonably needed to address misuse, a material violation, legal requirements, or a security risk. We will use a proportionate response where practical.

The current public features include no guaranteed uptime, response time, uninterrupted conversation, or automatic service-credit commitment. A future order may provide different commitments. Links to a third-party site do not make us responsible for that site's independent services or policies, but using a provider does not remove legal duties we owe you.

A12. Disclaimers

To the extent permitted by applicable law, the website, demos, setup tools, and previews are provided "as is" and "as available." We disclaim implied warranties of merchantability, fitness for a particular purpose, and noninfringement to the extent those warranties may lawfully be disclaimed. We do not warrant that an AI response is accurate, complete, suitable for your business, or free of third-party claims.

Nothing in this section removes an express commitment in an accepted agreement or any warranty, remedy, or consumer protection that cannot be excluded by law. A statement about the limitations of AI is not permission for us to misrepresent a feature or disregard our own obligations.

A13. Limitation of liability

To the maximum extent permitted by law, our total liability for a claim arising out of the features covered by these terms is limited to the amount you paid us in the three months before the claim arose. To that same extent, we are not liable for indirect, incidental, or consequential damages, including lost profits or lost business opportunities. Because the current website features are free, that payment-based amount may be zero.

These limitations apply only where lawful and do not limit liability for fraud, willful misconduct, gross negligence, or any liability, statutory right, or remedy that applicable law does not permit us to exclude or limit. They do not replace a different allocation expressly agreed in a separate service agreement. Whether a limitation applies depends on the law and circumstances; these terms do not guarantee that a limitation will be enforceable in every dispute.

A14. Ending use and preserving rights

You may stop using the public features at any time. For saved information, use Forget where available or request assistance at hello@helloanswered.com. Ending a website session is not cancellation of a separately activated service; any such service's accepted cancellation terms apply.

We may end access for a material violation, repeated misuse, a legal requirement, or discontinuation of a public feature. Rights and duties that by their nature must continue, including applicable confidentiality duties, accrued claims, intellectual-property protections, and lawful liability limitations, continue for as long as needed for their purpose. Ending access does not remove privacy rights or authorize indefinite retention.

A15. Changes, governing law, and general terms

We may update these terms by posting an updated version and effective date. If a change materially affects an active subscription, we will notify you by email before it takes effect. We will obtain further agreement where required. An update does not retroactively change accrued rights or claims, create a previously unauthorized charge, or change an existing accepted order merely by appearing on this page.

These terms are governed by the laws of the State of Oregon, except to the extent applicable law requires otherwise. They do not remove mandatory protections that apply where you live, require arbitration, waive class proceedings, or prevent you from contacting a regulator or using an available small-claims procedure.

If a provision is unenforceable, it will be limited or separated only to the extent lawful, and the remainder will continue where it can operate fairly and lawfully. A delay in enforcing a right does not by itself waive it. These terms, together with any separately accepted terms that apply to the feature, state the agreement for that subject; they do not override nonwaivable law. English is the original version, subject to any mandatory language requirements.

A16. Contact

For questions about these terms, a setup, or a suspected problem, email hello@helloanswered.com. Describe the issue and provide only the information reasonably needed to identify your request. Please do not send passwords, verification codes, full card details, or unnecessary sensitive records.

Part B. Business Terms of Service

Document edition: ha-business-terms-2026-10-09-p3. This part applies through a Customer Service Order accepted by both parties. References to numbered sections within Part B refer to its own sections 1 through 18. The Data Processing Addendum is available at https://helloanswered.com/dpa.

B1. The agreement and the parties

These Business Terms of Service govern the hello, answered. services described in a Customer Service Order accepted by both parties (an “Order”). “We,” “us,” and “our” mean the legal provider identified in that Order. “You” and “your” mean the customer identified in that Order. The Order, these Terms, any expressly incorporated service schedule, and the Data Processing Addendum, document ID ha-dpa-2026-10-09-p3, together form the “Agreement.” An Order must identify both contracting parties and the version of the documents accepted.

The service is offered under this Agreement to businesses in the United States for their business operations. A person accepting for a business represents that they are at least 18 and authorized to bind it. That representation does not itself make the representative personally responsible for the business’s debts. An individual contracting in their own capacity is the customer. An Order for another market requires our express written agreement to its scope.

You accept an Order and its incorporated documents through the signature or clearly identified electronic acceptance process presented for that transaction. You must have an opportunity to review and retain them before acceptance. A website visit, a footer link, a demonstration, saving a setup, or saving a payment method does not by itself establish acceptance of a paid Order. Neither an AI-generated answer nor a simulated booking can enter into or amend this Agreement or an Order for either party.

The Data Processing Addendum controls a conflict concerning processing of personal information within its scope. An expressly accepted service schedule controls the service matters it specifically addresses. An Order controls its stated commercial details and any variation of these Terms that it expressly identifies. Otherwise, these Terms control. Purchase-order boilerplate, a later invoice, or a receipt does not add or change terms without both parties’ express agreement. The Privacy Policy at https://helloanswered.com/privacy explains information practices and individual rights; acknowledging it does not supply consent to unrelated marketing, recording, or every use of information.

Before an Order is accepted, Part A of these published Terms governs applicable website, demo, and setup use. Sections 2 and 3 below preserve the limits of those features when used in connection with an Order. Callers, website visitors, message recipients, and other people do not become parties to your Agreement merely by communicating with your business.

B2. Website guides, demonstrations, and previews

William is our website guide and may act as a fictional receptionist in a chat demonstration. Sophie is the separate voice receptionist. AI responses can include misunderstandings, errors, omissions, or invented details. Demonstrations illustrate possible behavior; they do not establish that a particular integration, language, number, message channel, or workflow is available to your business.

Demo conversations are simulations. Their estimates, availability statements, appointment confirmations, transfers, or other apparent actions do not create actual bookings, transactions, dispatches, or obligations. A simulated message or appointment is not an inquiry submitted to our team. We submit contact information through the inquiry process you authorize, for that inquiry; it is not authorization for unrelated automated marketing.

Use sample information in demonstrations. Do not disclose another person’s private information, or record, rebroadcast, or distribute another participant’s conversation without the rights and permissions required by law. We may limit demonstration time, frequency, capacity, and availability to manage cost, capacity, and misuse. A demonstration does not include a guaranteed response time or service level.

An available voice practice conversation or short setup audio sample is a preview of proposed behavior or wording. Neither connects a business number or creates a real callback, booking, message, charge, transfer or activation. OpenAI processes the optional practice conversation or requested sample as described in the Privacy Policy. The current activated Sophie Phone route separately uses OpenAI voice processing and Twilio telephone transport. Website Chat alone does not use that phone runtime. Service-specific processing is described in the applicable notice and Data Processing Addendum.

B3. Business setup, reserved offers, and activation

The current short William setup uses scripted prompts to propose a business profile for your review. Creating that proposal does not itself request an AI interview reply. An optional voice practice conversation is a separate AI feature. Where an AI-assisted William interview is offered, his suggestions require your review, correction where necessary and separate approval. You can use the secure manual form instead where offered. William cannot activate service, contact anyone, book, charge, provision, change a CRM or grant himself authority.

Review the business name, services, hours, service area, greeting, notification destinations, and fallback instructions you approve. Provide information you are entitled to use and promptly correct instructions that are inaccurate or no longer appropriate. You remain responsible for your business’s own offers, professional services, promises, and approved instructions. We remain responsible for our own conduct and for following the obligations we undertake in the Agreement.

Submitting a completed setup can reserve one seven-day free-service period for the selected service. Saving the setup does not start that period, activate service or create a paid subscription. Its start and end remain unset while reserved. An ordinary inquiry creates no entitlement, purchase, subscription or active phone service. For a separately accepted Order incorporating this edition, the seven-day free period begins through the separately authorized activation process after the required service checks and connection steps. The account shows the resulting service status and free-period deadline. A pending activation request is not confirmation that service is active. This current offer does not require a separate confirmation email to start the period. If you previously reserved an offer requiring completed managed QA and an email confirming live service, those conditions remain part of that offer unless you separately agree to a replacement. A reservation does not guarantee an activation date or that the requested setup can be supported.

Where offered, Stripe can securely save a payment method during account setup; saving it does not itself charge you, activate service or start a subscription or free period. Paid continuation requires a separately accepted Order and any necessary payment authorization. A displayed plan price does not authorize a charge or automatic conversion. The Order must state the offered trial or reserved period, its allowance and exhaustion rule, its start and end rule, and any paid continuation. If automatic paid continuation is offered, its amount, timing, renewal, cancellation, and permitted usage charges must be clearly presented and separately authorized. We do not add automatic conversion to a previously reserved offer merely by updating these Terms.

An activated service begins only through the activation process agreed in the Order after the necessary readiness steps and approvals. We confirm the service being activated and its effective start, including any trial deadline and time zone. A setup preview, payment-method storage, or a request to activate is not itself confirmation that live service is ready.

B4. Service scope and approved authority

An Order identifies the enabled services, channels, supported workflows, usage limits, recipients, and any integrations. We provide only the functions included in that Order and made available for your account. Features discussed as possibilities, under development, or demonstrated elsewhere are not included by implication. Custom or team inquiries do not themselves establish additional functionality.

Where enabled, the authenticated account also provides recent call details and captured callback messages. These are not full transcripts, confirmed appointments or proof that a person has followed up. Connected-calendar booking, CRM lookup and delivery of callback notes each require their own offered function, customer authorization and enabled connection; connecting a provider alone does not enable every function.

Optional call saving is separate from callback messages. Where offered, the business account owner can turn on selected recordings, transcripts and AI summaries; saving starts off. Before turning it on, the owner chooses whether callers hear the service's spoken saving notice. Choosing no spoken notice requires acknowledgment of the business's responsibility for applicable recording, notice and consent requirements, then allows the owner to continue. That choice is not a caller's consent, a determination that notice is unnecessary or a transfer of our own duties to the business. The owner can turn saving off directly, choose how long future calls are saved, and download available saved content. The default period is 90 days, with choices from 30 days to one year as defined in the Privacy Policy. Access, export and deletion follow the service/data schedule and Privacy Policy. Saving ends before a transfer to a human. If you choose transcripts without saved audio, we temporarily record the AI-handled conversation to produce the transcript. That audio is not placed in your call archive or made available for playback or download. Its processing and deletion follow Privacy Policy section 7.10.

For an enabled Phone service, the AI receptionist answers calls routed to the agreed service number, uses the approved business profile, and attempts to capture and deliver messages through the channels in your Order. Website Chat, texts from callers, operational texts to your staff, transfers, appointments, outbound calls, and integrations each require an express description of their function and limits. A text reply does not establish that a human at your business has received or reviewed the conversation. The Order must identify where business messages are delivered.

You authorize the specific actions and integrations described in your Order and approved instructions. You do not give the AI general authority to bind your business, change prices, make refunds, provide professional advice, or commit to transactions beyond those instructions. Where an enabled workflow can perform an external action, the agreed approval and confirmation requirements apply. A conversational statement is not proof that a booking, transfer, notification, or other action succeeded; verify important outcomes through the available confirmation or your underlying business system.

You are responsible for reviewing important messages and business decisions and maintaining appropriate human oversight. AI may mishear, misunderstand, produce inaccurate information, or fail to capture or deliver a message. We do not guarantee every call, notification, transfer, appointment, lead, sale, or business result. Keep a practical alternative for important communications. These limits do not reduce an express service commitment in your Order.

The service does not provide emergency dispatch, monitoring of personal safety, or access to 911. Do not advertise it as an emergency response service or rely on it as the sole means of receiving urgent communications. Direct emergencies to the appropriate emergency services. A service described for an industry is not automatically approved for regulated professional decisions in that industry.

B5. Accounts, access, and customer responsibilities

Use accurate business and authorized-contact information and keep it current. Protect your verified email, verification codes, devices, and other access credentials. Use supported account-sharing or authorized-user features; sharing a verification code is not a substitute for a supported separate user. Let us know promptly about suspected unauthorized access or compromised instructions.

You are responsible for the users, instructions, notification destinations, and connections you authorize. That responsibility does not make you liable for our security failure or for unauthorized conduct caused by us. We may use reasonable, proportionate checks before changing access, payment instructions, account ownership, or service numbers. We may decline an instruction whose authority cannot reasonably be established.

Provide the cooperation reasonably needed to configure and test the ordered service, including correct forwarding instructions, approved business facts, and any required registration information. If missing information or a customer-controlled system prevents readiness, we will explain the affected dependency. A delay does not create an undisclosed charge, start an unagreed trial clock, or authorize a different service.

Do not send passwords, full payment-card details, medical records, government identification documents, or unnecessary sensitive information through chat, business instructions, or ordinary support email. Where an approved payment or carrier-registration process requires specific information, use its designated collection process.

B6. Telephone numbers, forwarding, and carrier requirements

You retain your existing business number and your relationship with its carrier unless you separately authorize a transfer. You are responsible for the forwarding changes you make through that carrier and any carrier charges it imposes. A switch in our interface does not necessarily remove forwarding at your carrier. Test the agreed routing before relying on it and remove or change forwarding before the receiving service ends.

A number assigned for use with our service is subject to the applicable numbering, carrier, and provider rules. Assignment for use does not transfer ownership of telephone numbering resources. Your Order must identify any promised number portability, transfer assistance, disclosed transfer fee, or retirement deadline. We will cooperate with a transfer or port required by law. Other transfers depend on eligibility, provider processes, accurate authorization, and any agreed terms; we do not guarantee portability where it is unavailable.

We may need to replace or withdraw an assigned number because of a legal requirement, provider action, fraud, or circumstances beyond our reasonable control. Where practical, we will give notice and work with you on an available transition. Do not represent a service number as permanently yours, or rely on an unagreed hold period after termination. We will explain the applicable transition and release process when service ends, subject to urgent legal or security restrictions.

Texting and certain service configurations may require accurate business and representative information, sender registration, and provider approval. Supply only information you are authorized to provide and promptly report relevant changes. Registration approval is not guaranteed and does not establish a recipient’s consent. A requirement of a particular service configuration does not mean every voice-only line is legally required to obtain messaging registration.

B7. Orders, charges, and usage

Your Order states the service price, currency, billing frequency, included usage, measurement rule, any additional usage rate, taxes or agreed fees, trial terms, renewal rule, payment authorization, cancellation method, and refund treatment. No paid service begins on the assumption that a missing commercial term has been accepted. We do not charge an undisclosed fee or treat silence as authorization for an additional service.

Only the Order’s agreed measurement rule determines billable usage. It must explain any rounding, excluded calls, screening or failed-call treatment, allowance period, rollover, and material call-duration limits. A usage estimate does not authorize a different rate or measurement method. If the plan excludes qualifying junk calls from paid usage, they do not consume the paid allowance under that rule.

Current self-service Phone plans have a hard limit on included minutes. New calls stop being admitted when there is not enough available time to start another call within that limit. Time reserved for calls in progress or awaiting usage confirmation can temporarily reduce the available allowance. An admitted call also has a time limit and can end when that limit is reached. These plans do not automatically charge for extra minutes or promise continued service beyond the available allowance. Your accepted Order states the usage period, allowance and applicable cancellation treatment.

The Order must state what happens when included or trial usage is exhausted: continued service under stated limits without additional usage charges, continued service at expressly accepted rates, or the stated pause or restriction. We do not silently substitute a hard cutoff for a continued-service offer or impose usage charges that were not accepted. Any agreed warnings and their delivery channels must be identified. An allowance is not a promise that every individual call can continue indefinitely.

Saving a payment method is separate from activating service and from authorizing recurring or off-session charges. Automatic payment applies only to the charges and schedule you expressly authorize through the accepted payment process. Before any trial converts to paid service, the accepted terms must disclose that conversion and its cancellation deadline. Required confirmations and reminders do not replace the original authorization. If no paid continuation was authorized, the end of a free period does not authorize a charge.

You must pay amounts properly due under the accepted Order. We may collect legally required taxes and the fees you have agreed to pay. If payment fails, we may request updated payment information and, after the notice and opportunity to resolve the issue required by the Order and law, suspend the unpaid service. We do not add collection fees, interest, or retry charges that were not agreed or otherwise lawfully recoverable.

Tell us about a suspected billing error and provide enough information to identify it. We will review the disputed charge and correct an error or unauthorized charge. Raising a concern does not waive applicable payment-dispute rights, and no short reporting period in a support message eliminates a claim or remedy available under the Agreement or law.

Plan changes require agreement to the effective date, resulting charge or credit, and allowance treatment. A bundle must identify its component services and what happens if one is removed. We do not automatically reprice an accepted bundle or prorate a change under an undisclosed formula. New prices do not apply retroactively to completed usage or an already accepted service period.

B8. Cancellation, renewal, and refunds

You may submit a clear cancellation request to hello@helloanswered.com identifying your account, or use a cancellation control offered for the service. We may reasonably verify authority, but will not require unnecessary sensitive information or make a valid cancellation depend on purchasing another service or accepting a retention offer. The accepted Order identifies the cancellation deadline and the effect on renewal and service access.

A timely cancellation prevents the renewal or conversion it covers. The time a valid email request reaches us controls its timeliness; our processing delay does not authorize a renewal that the request should prevent. We confirm the resulting renewal status, access end, and any properly accrued amounts still due. Cancellation does not erase authorized charges already incurred, and does not itself authorize new usage charges.

The Order must state whether service continues through an already paid period and how any refund or unused-fee credit is calculated. Those terms remain subject to required legal remedies and correction of billing errors or unauthorized charges. Nothing in this Agreement makes all payments nonrefundable regardless of the circumstances. Any company-convenience termination or discontinuation right and its prepaid-fee treatment must be expressly stated in the Order.

An account-closure or account-deletion request also requests cancellation of future renewals, once its authority is established. The need to retain particular records lawfully does not justify continuing to renew the service. A request to delete a particular message, ending a browser session, or deleting an unconverted setup is not automatically cancellation of an unrelated active Order. We will clarify an ambiguous request instead of treating it as consent to a new charge.

If you cancel before activation, we stop the pending activation and any future billing authorization that the request covers and handle associated resources through the applicable closure process. Section 16 and the Data Processing Addendum govern information and number-transition matters when service ends.

B9. Calling, messaging, and required permissions

Each party is responsible for the calling, messaging, privacy, recording, advertising, and other legal duties that apply to its own conduct. You must have authority for the contact information, content, and communication instructions you supply. Our Agreement does not make you a participant in every call, give you another person’s privacy rights, bind a recipient to your agreement, or transfer our own statutory obligations to you.

For an enabled calling service, we and you must use the required notices and permission process for the actual workflow. This includes accurate identification of the business and AI where required, accurate disclosure of recording or processing, and any required opportunity to decline. You must not remove required notices, falsely describe retained audio as unrecorded, or instruct the service to hide its identity. A person’s continued conversation is not a substitute for a specific form of consent where that form is required.

Outbound calls and messages are allowed only for workflows expressly included in an accepted Order, technically enabled, and lawfully operated. Their description must identify the purpose, permitted recipients, source and scope of permission or applicable exception, sender identification, timing, opt-out and suppression controls, and required records. Merely listing an outbound feature in these Terms does not enable it or approve a campaign.

A publicly listed number, a purchased lead, a business label, a prior inquiry, or a manually initiated call does not by itself establish every permission required for the proposed communication. Marketing, informational, artificial-voice, mobile, residential, business-landline, and text communications may have different requirements. Do not use a permitted workflow to send a different category of communication or reach recipients outside its approved scope. Any prospecting program requires its own expressly agreed scope and applicable controls.

For texts to your staff, enrollment authorizes only the described operational program. The enrollment must identify the sender, message purpose, applicable frequency and charges, support information, and opt-out method. Texts sent by your customers and texts sent to your staff are separate programs; enabling one does not supply permission for the other. Messaging consent is not sold or shared for another business’s marketing.

Comply with the applicable messaging provider’s requirements as well as law. For messaging supplied through Twilio as part of this service, you must obtain prior express written consent from downstream users. An individual’s incoming text may instead authorize a direct conversational response to that text; it does not authorize ongoing recurring messages or a new marketing program. Keep that exchange within the individual’s request and obtain the separate permission required before expanding it. Do not buy, sell, rent, or transfer messaging consent.

Respect opt-outs and other reasonable revocation requests, including STOP and requests sent to hello@helloanswered.com. We apply requests to the communications they cover under applicable law and provider suppression requirements. Do not bypass a suppression list, move an opted-out recipient to another number to avoid their choice, or restart messages without sufficient permission. An opt-out does not by itself cancel an unrelated paid service; we will identify an available alternative for essential account communication where appropriate.

Keep the consent and instruction records required for the communications you direct and reasonably cooperate in verifying them or investigating a complaint. Do not provide false evidence of consent. Supply the caller or visitor notices required for your business’s collection and use, accurately describing our role and providing an accessible route to https://helloanswered.com/privacy. We remain responsible for notices and requests that apply directly to us.

B10. Acceptable use and restricted information

Use the service only within the capabilities and authority made available to you. Do not use it for unlawful, fraudulent, deceptive, threatening, harassing, discriminatory, or infringing conduct; unlawful automated outreach; evasion of consent or opt-outs; or impersonation. Do not falsely represent an AI assistant as a particular real person or misrepresent a simulated action as an actual transaction.

Do not access another account without authorization, obtain credentials or private content through deceptive prompts, introduce malicious code, interfere with infrastructure, bypass verification or usage limits, or perform unauthorized security testing. Do not remove ownership notices or copy, resell, or distribute our software, protected prompts, or brand assets without permission or another lawful basis. These restrictions do not prohibit independent development or rights that applicable law makes nonwaivable.

The standard service is not offered for emergency response or for making medical, legal, financial, insurance, eligibility, or other regulated professional decisions. Do not configure it to make those decisions. Do not intentionally use it to handle protected health information in a HIPAA-regulated workflow unless we have expressly approved that use and the necessary agreements, providers, and safeguards are in place. An ordinary Order is not a business associate agreement or approval of a clinical workflow.

Do not intentionally direct the service to collect information about children or other sensitive information that is unnecessary for the agreed business purpose. If such information arrives unexpectedly, notify us using only the details reasonably needed to identify and contain the issue. We will address obligations applicable to information we receive; the restrictions above do not eliminate them. Do not assume that submitting information establishes professional confidentiality or privilege. Existing legal rights are not declared waived by these Terms.

B11. Content, service rights, and feedback

You retain your rights in your business materials, approved instructions, and other content you provide, subject to the rights of callers and others. You grant us permission to host, copy, process, transmit to providers needed for the service, and adapt that material only as reasonably necessary to provide, secure, troubleshoot, and support the agreed service and lawfully administer the Agreement. This permission is subject to the Privacy Policy and Data Processing Addendum. It does not transfer ownership of personal information or grant a general right to sell your content or train general-purpose AI models on caller conversations.

We and our licensors retain our rights in the service, software, designs, brand, prompts, documentation, and other materials we provide. During the agreed term, you may access and use the ordered service for your business purposes in accordance with the Agreement. No broader license or transfer of our intellectual property is implied. An integration grants only the access needed for its authorized function.

You may use output provided for your business within the agreed service purpose and your lawful rights. AI-generated wording and audio may resemble other output, contain errors, or fail to qualify for intellectual-property protection. We do not promise exclusivity or clearance of third-party rights. Review output before publishing it or relying on it for an important business action.

You may choose to provide suggestions or feedback. We may use voluntary feedback to improve the service without payment or attribution, but this does not grant rights to your confidential information, personal information, business content, or a third party’s protected material. We will not use your name, logo, or a customer testimonial in publicity without permission.

B12. Confidentiality and personal information

Each party will protect the other’s nonpublic information received through the relationship using reasonable care and will use it only for the Agreement or as otherwise authorized. Disclosure is limited to personnel, professional advisers, and providers who need it for those purposes and are subject to appropriate confidentiality duties. Do not use a public demonstration to transmit information that requires a separately agreed confidentiality arrangement.

Confidential information excludes material that becomes public without a breach, was already lawfully known without restriction, is independently developed without use of the protected information, or is lawfully received from another source without a confidentiality duty. If disclosure is legally compelled, the receiving party will, where lawful, give notice and limit the disclosure to what is required. Confidentiality continues while the information remains confidential.

The Data Processing Addendum governs personal information processed on your behalf, including instructions, safeguards, subprocessors, assistance with individual requests, qualifying incident notification, and return or deletion. For our own website, account administration, security, and other independently determined activities, the Privacy Policy explains our role and practices. A provider may have separately disclosed responsibilities; that does not authorize us to evade restrictions that apply to our processing on your behalf.

Reasonably cooperate with access, deletion, correction, opt-out, and other individual requests relevant to the service. We will address duties that apply directly to us and will not ignore an individual merely because your business has not answered us. Verification must be appropriate to the request. The service must not be used to obstruct an individual’s legal rights.

B13. Availability, support, and changes

The service depends on internet, hosting, AI, email, telephone, and other providers. Maintenance, capacity, security issues, network conditions, or provider failures may delay or interrupt it. Our use of a provider does not remove obligations we owe you under the Agreement. You remain responsible for customer-controlled systems and separately contracted services, including your carrier and its forwarding settings.

Contact hello@helloanswered.com for account, service, or billing support. Any guaranteed uptime, response time, restoration period, or service credit must be expressly stated in an accepted service schedule. None is created by a marketing example, an AI response, or these Terms alone.

We may maintain and improve the service, but a posted change does not remove an express commitment for an accepted paid period. If a proposed change materially affects an active service, price, renewal, or significant contractual right, we will give advance notice using the account email and obtain further agreement where required. The change must identify its effective date and any available choice to end the affected service before it applies. An existing Order is not silently rewritten by changing a website page.

Necessary legal or security changes may take effect sooner to the extent permitted by law, with an explanation and notice as soon as reasonably practicable. Changes do not retroactively alter accrued claims, impose previously unauthorized charges, or authorize a new use of previously collected information without the notice and permission required by law.

B14. Warranties and limitations of liability

To the extent permitted by applicable law, the service is provided “as is” and “as available.” We disclaim implied warranties of merchantability, fitness for a particular purpose, and noninfringement to the extent those warranties may lawfully be disclaimed. We do not warrant that AI output is accurate, complete, suitable for every use, or free of third-party claims, or that the service will be uninterrupted or produce a particular business result.

To the maximum extent permitted by law, our total liability for a claim arising out of the services covered by this Agreement, whether based on contract, ordinary negligence, or another legal theory, is limited to the amount you paid us in the three months before the claim arose. To that same extent, we are not liable for indirect, incidental, or consequential damages, including lost profits or lost business opportunities. For a free feature or period, that payment-based amount may be zero.

The warranty disclaimers do not negate an express commitment in the Agreement. The liability limitations do not limit liability for fraud, willful misconduct, gross negligence, or any liability, statutory right, or remedy that applicable law does not permit us to exclude or limit. They do not replace a different allocation expressly agreed in an accepted Order. Properly owed service fees remain payable. Any service-credit arrangement remains subject to the same mandatory-law protections.

B15. Customer indemnification

For business service use under an accepted Order, you will defend and indemnify us against a third-party claim to the extent caused by: your unlawful instructions; content you supplied without the necessary rights; or your material breach of the calling, messaging, privacy, or acceptable-use duties in this Agreement. Covered amounts are reasonable defense costs and damages or settlement amounts finally awarded or agreed through the process below. This is a claim-specific obligation, not responsibility for every loss associated with your account.

The obligation does not cover a claim to the extent caused by our negligence, breach of the Agreement, unlawful processing, or use beyond your lawful instructions. It does not require reimbursement of a regulatory fine or penalty. The Order must expressly select whether this indemnity is included and state its total monetary ceiling; no indemnity obligation arises without that selection. The selected ceiling includes defense costs, judgments, and approved settlements together. It does not authorize an indemnification obligation prohibited by law.

We will promptly notify you of a covered claim. A delay relieves your obligation only to the extent it materially prejudices the defense. You may control the defense with competent counsel and must keep us reasonably informed. We will provide reasonable cooperation at your expense and may participate through our own counsel at our own expense. If a material conflict of interest prevents that arrangement, the parties will agree on reasonable arrangements for the affected defense before incurring costs for which reimbursement is sought, except where urgent action is necessary to protect rights.

If you do not undertake a covered defense after reasonable notice and an opportunity to do so, we may defend the claim and seek reasonable covered costs, subject to the agreed ceiling, exclusions, and settlement requirements. Taking necessary steps to protect a claim does not by itself waive the indemnity or expand its scope.

You may not settle a claim in a way that admits fault for us, imposes a nonmonetary obligation on us, or fails to release us from the covered claim without our reasonable written consent. We will not unreasonably withhold consent to a monetary settlement that you fund within the agreed indemnity and that fully releases us. We will not settle a claim at your expense without your reasonable written consent. This Section does not create a reciprocal company intellectual-property indemnity unless an Order expressly provides one.

B16. Suspension, termination, and transition

The Agreement begins upon acceptance and continues for the applicable Order term unless ended under its terms. You may cancel as described in Section 8. We may suspend affected access or terminate for a material breach after notice and a reasonable opportunity to correct it where correction is possible. We may act immediately where reasonably necessary to address fraud, serious security or legal risk, harmful use, repeated misuse, or a provider’s lawful requirement. We will use a proportionate response where practical and explain the affected service and available correction, unless doing so would create a material risk or violate law.

We will restore suspended access when the basis is resolved and continued service is permitted, subject to the Order and any necessary verification. Suspension is not an undisclosed penalty or authorization to charge for a different service. A company-convenience termination or material discontinuation of an accepted paid service is governed by the expressly agreed notice and prepaid-fee treatment in the Order. We may end or change free public features, subject to accrued rights and applicable privacy duties.

Before service ends, arrange the necessary carrier-forwarding changes and any eligible number transfer within the applicable disclosed deadline. Request available business records before their ordinary expiry; a return request covers the records still retained under the applicable schedule. The Order and Data Processing Addendum describe available return methods and the closure process.

When processing on your behalf ends, we return or delete that information as required by the Data Processing Addendum and applicable law, subject to permitted, documented retention exceptions. Ordinary content expiry continues; closing an account does not restart it. Backups and restoration are subject to the agreed deletion safeguards. Deleting our application copy does not recall an email already delivered to you or automatically erase information that a provider lawfully holds independently. Those copies require the separately applicable handling described in the Privacy Policy and Data Processing Addendum.

Ending service does not remove accrued payment obligations, claims, individual privacy rights, or duties that by their nature must continue. Confidentiality, applicable information handling, intellectual-property protections, lawful liability limitations, indemnification for covered prior conduct, and dispute provisions survive for as long as needed for their purpose. Termination does not authorize indefinite retention or new fees.

B17. Disputes and governing law

Oregon law governs the Agreement, except to the extent applicable law requires otherwise. These Terms do not impose a new exclusive court location. A claim may be brought in a court with jurisdiction, subject to any venue expressly agreed in the Order and rights that cannot be waived.

For an ordinary service dispute, contact hello@helloanswered.com with a description of the issue and requested resolution. Each party will make a reasonable good-faith effort to resolve the matter through its authorized contact. This process does not prevent a timely filing to preserve a claim, urgent court relief, a regulator complaint, or any remedy that cannot be conditioned on informal resolution. The Agreement does not require arbitration, waive class proceedings, or shorten an applicable filing period.

B18. General terms and contact

We use your account email and service notices for ordinary communications, subject to legally required timing, delivery, and consent rules. Keep your authorized contact details current. Formal notices may also use the legal contact information in the Order. Either party may update its contact information by written notice. A contact-information update does not change the contracting party. Either party may request a retainable copy of the accepted Agreement and Order.

Neither party may assign the Agreement to avoid its obligations or strip the other of accrued rights. A permitted business transfer must include assumption of the applicable obligations, and material information-use changes remain subject to the Privacy Policy and law. Any broader assignment right must be expressly agreed. The parties are independent contractors; the Agreement creates no partnership, employment, or general agency. Neither party has authority to bind the other beyond an expressly authorized service action.

An event beyond a party’s reasonable control excuses affected performance only to the extent permitted by law and the Agreement. The affected party must take reasonable steps to mitigate and communicate a material interruption. Such an event does not automatically remove confidentiality or security duties, eliminate accrued rights, or make every prepaid amount nonrefundable.

If a provision cannot be enforced, it will be limited or separated only to the extent lawful, and the remainder continues where it can operate fairly and lawfully. A delay or failure to enforce a right does not by itself waive it. The Agreement states the parties’ agreement for its subject, without excluding a statement, right, or remedy that law does not permit them to disclaim. Amendments require the agreement described in Sections 1 and 13. English is the original version, subject to mandatory language requirements. There are no third-party contractual beneficiaries; this does not eliminate a caller’s or another person’s independent legal rights.

For service, billing, privacy, or agreement questions, contact hello@helloanswered.com. Provide only the information reasonably needed to identify and resolve the matter; do not include passwords, verification codes, full card details, or unnecessary sensitive records. The exact provider and legal contact address appear in your accepted Order. The current provider is Alexander Killian, an individual operating as hello, answered., at 720 S Gaines St, Portland, OR 97239.