Terms of Service

1. Introduction

These Terms of Service (“Terms”) govern your use of the ServiceEdge platform, including the website at serviceedge.net and the application at app.serviceedge.net (collectively, the “Service”). The Service is operated by ServiceEdge (“we”, “us”, “our”), based in British Columbia, Canada.

By subscribing to or using the Service, you (“Customer”, “you”, “your”) agree to be bound by these Terms. If you do not agree, do not use the Service.

2. Description of Service

ServiceEdge provides an AI-powered communication and lead management platform designed for trade businesses. The Service includes:

• AI After-Hours Call Answering: An AI receptionist that answers inbound calls on your behalf when you are unavailable or outside business hours, collects caller information, and captures lead details.
• Business Hours Call Forwarding: Forwarding of inbound calls to your designated phone number during your configured business hours, with fallback to the AI receptionist if the call is not answered.
• Automated Lead Capture: Collection and storage of caller details (name, phone number, service need) from AI-handled calls.
• SMS Notifications: Automated text message summaries sent to you after each AI-handled call.
• Dashboard: A web-based interface to view calls, leads, transcripts, and manage your account settings.

3. Eligibility

The Service is intended for use by businesses operating in Canada or the United States. You must be at least 18 years of age and have the authority to bind the business entity you represent to these Terms.

4. Account and Access

We will set up your account during onboarding. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You agree to notify us immediately of any unauthorized use.

5. Pricing and Payment

• Monthly Subscription: The Service is billed at $99 per month in your local currency (CAD for Canadian customers, USD for United States customers).
• Setup Fee: A one-time onboarding fee of $99 (in your local currency) is due upon initial setup.
• Billing: The Service is billed monthly. Payment may be collected automatically via the payment method on file or by invoice, depending on your billing arrangement. Invoice payments are due within 7 days of the invoice date.
• No Long-Term Contracts: The Service is provided on a month-to-month basis. There are no annual contracts or long-term commitments.
• Taxes: Prices are exclusive of applicable taxes (including GST/PST/HST for Canadian customers and applicable state/local taxes for US customers). You are responsible for all applicable taxes.
• Price Changes: We may adjust pricing with at least 30 days' written notice. Your continued use of the Service after a price change constitutes acceptance of the new pricing.

6. Cancellation

• You may cancel your subscription at any time by contacting us at cascadian.content@gmail.com.
• Cancellation takes effect at the end of the current billing period. You will retain access to the Service until the end of that period.
• There are no cancellation fees or penalties.
• Upon cancellation, we will deactivate your AI phone number and cease handling calls on your behalf.

7. Phone Numbers

• As part of the Service, we provision a dedicated phone number for your business's AI receptionist.
• This phone number is owned and managed by ServiceEdge through our telephony provider (Twilio). It is not transferable to you upon cancellation.
• You are responsible for configuring call forwarding from your existing business phone number to the ServiceEdge-provided number, or advertising the provided number as appropriate.

8. AI Receptionist Limitations

• The AI receptionist is an automated system. While it is designed to handle calls professionally, it may occasionally misunderstand callers, provide imperfect responses, or fail to capture all details accurately.
• The AI receptionist does not provide emergency services. If a caller has a life-threatening emergency, they should contact 911 directly.
• The AI receptionist will not make commitments, guarantees, or promises on behalf of your business. It is designed to collect information and relay it to you.
• We continuously improve the AI but do not guarantee any specific level of accuracy or performance.

9. Your Responsibilities

You agree to:

• Provide accurate business information during onboarding (business name, services, hours of operation, contact details).
• Configure your business hours and settings in the dashboard to ensure calls are handled appropriately.
• Respond to captured leads in a timely manner. ServiceEdge captures leads but does not guarantee conversions.
• Not use the Service for any unlawful, fraudulent, or harmful purpose.
• Not attempt to reverse-engineer, copy, or resell the Service.

10. Data and Privacy

• Our collection, use, and handling of personal data is governed by our Privacy Policy at serviceedge.net/privacy.
• You acknowledge that the Service processes call audio, transcripts, and caller personal information (name, phone number, stated needs) on your behalf.
• You are responsible for complying with all applicable privacy laws with respect to the personal information of your customers that is collected through the Service. For Canadian customers, this includes PIPEDA and any applicable provincial privacy legislation. For United States customers, this includes applicable federal and state privacy laws (such as the CCPA/CPRA in California).

11. Third-Party Services

The Service relies on third-party providers to deliver its functionality, including but not limited to:

• Twilio — telephony, call routing, SMS, and AI voice processing
• OpenAI — conversational AI and text generation
• Supabase — data storage and authentication
• Vercel — application hosting

We are not responsible for outages, changes, or limitations imposed by these third-party providers. We will make reasonable efforts to notify you of any disruptions that materially affect the Service.

12. Service Availability

• We aim to maintain high availability of the Service but do not guarantee 100% uptime.
• Scheduled maintenance will be communicated in advance when possible.
• We are not liable for any losses resulting from Service downtime, whether planned or unplanned.

13. Intellectual Property

• ServiceEdge and all associated branding, software, and content are the property of ServiceEdge.
• You retain ownership of your business information and any data you provide to the Service.
• You grant us a limited license to use your business information solely for the purpose of delivering the Service (e.g., the AI receptionist using your business name and service descriptions when speaking to callers).

14. Limitation of Liability

To the maximum extent permitted by law:

• The Service is provided “as is” and “as available” without warranties of any kind, express or implied.
• We are not liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service.
• Our total liability for any claims arising from or related to the Service shall not exceed the total fees you have paid to us in the three (3) months preceding the claim.
• We are not liable for lost revenue, missed calls, lost leads, or any business losses resulting from the Service's performance or unavailability.

15. Indemnification

You agree to indemnify and hold ServiceEdge harmless from any claims, damages, or expenses (including legal fees) arising from your use of the Service, your violation of these Terms, or your violation of any applicable law.

16. Modifications to Terms

We may update these Terms from time to time. We will notify you of material changes via email or through the Service. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

17. Governing Law

These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles. You agree that any disputes arising from or relating to the Service shall be resolved in the courts located in British Columbia, Canada, and you consent to the jurisdiction of such courts regardless of your location.

18. Contact

If you have questions about these Terms, contact us at:

Email: cascadian.content@gmail.com
Website: serviceedge.net