Terms of Service

1. Who may use the Service

1.1 Business use only. The Service is for businesses, sole proprietors and professionals acting for business purposes. It is not offered for personal, family or household use. You must be at least 18 and able to enter into a binding contract. It is offered to businesses located in Canada and the United States, and is not yet offered to businesses located in Quebec. The country of your business, as set in Settings, decides the currency you are billed in.

1.2 Your account. Give us accurate information and keep it up to date. You are responsible for everything done under your account, including by the team members you invite, and for keeping sign-in details secure. Tell us promptly if you suspect unauthorized access.

1.3 Team members. You decide who joins your account and what they can do. You are responsible for their compliance with these Terms.

2. The Service

2.1 What it does. The Service answers calls made or forwarded to phone numbers connected to your account using an AI assistant. Depending on your plan and settings, it speaks with callers, answers questions from the information you provide, records callers’ details, screens unwanted calls, takes appointment requests or books visits in a calendar you connect, transfers calls, sends alerts to your team, texts callers, and sends information to tools you connect.

2.2 Changes. We improve the Service continually and may add, change or remove features. We will not materially reduce the core functions of your paid plan during a period you have paid for without notice. Features described as beta, preview or early access are provided as they are and may change or stop.

2.3 Availability. We work to keep the Service available but do not promise any particular uptime. It depends on telephone carriers, internet connections, cloud hosting and AI providers outside our control, and may be interrupted for maintenance or by failures.

3. Artificial intelligence: important limitations

3.1 AI can be wrong. The receptionist uses automated speech recognition, AI language models and synthetic voices. It can mishear, misunderstand, leave out or state incorrect information — in conversations, transcripts, summaries, urgency flags, call screening and calendar bookings. You are responsible for reviewing your calls, leads and appointments, and for every quote, price, promise and decision your business makes.

3.2 It relies on your information. The receptionist answers from the services, hours, prices, policies and answers you give it. Keep them accurate and current. We are not responsible for what it says based on information you provided or did not update.

3.3 No guaranteed outcomes. We do not guarantee that every call will be answered, understood, captured, categorized or delivered, or that the Service will bring you any customers, bookings or revenue. Calls can go unanswered because of carrier problems, your call-forwarding settings, plan limits, screening, blocked numbers or technical faults.

3.4 Call screening. Screening of sales calls, robocalls and similar calls is automatic and can occasionally treat a genuine caller as unwanted. Screened calls are listed in your dashboard so you can review them, and you can turn screening off.

3.5 Disclosure. The receptionist tells callers it is an AI assistant. You must not make it claim to be a person.

3.6 Not advice. Nothing the Service says or produces is professional, legal, safety or financial advice.

4. Not an emergency service

The Service is not an emergency or life-safety service. It cannot call 911 or any emergency service, dispatch help, or guarantee that an urgent message reaches anyone in time. Urgency flags, emergency alerts and on-call transfers are conveniences that depend on carriers, correct settings and your team answering. Do not rely on the Service, or present it to anyone, as a way to get emergency help. Phone numbers provided through the Service are for receiving calls and are not intended for placing emergency calls.

5. Your responsibilities and the law

5.1 Compliance. You are responsible for using the Service in compliance with every law that applies to your business and your callers, including privacy laws (such as the Personal Information Protection and Electronic Documents Act and provincial private-sector privacy laws, including Quebec’s, and US state privacy laws), anti-spam and telemarketing laws (such as Canada’s Anti-Spam Legislation, the CRTC’s telecommunications rules, the US Telephone Consumer Protection Act and the CAN-SPAM Act), consumer protection laws and laws about recording calls, some of which (in several US states, for example) require every person on the call to agree before it is recorded.

5.2 Notices and consent. You are responsible for giving any notice to, and getting any consent from, your callers that the law requires for their information to be collected and handled on your behalf, including a privacy notice for your own business.

5.3 Recording. Call recording is off unless you turn it on. If you do, you are responsible for having a lawful basis to record. The receptionist tells callers at the start that the call may be recorded; do not remove or obscure that.

5.4 Text messages. Only add people as text-alert recipients if they have agreed to receive them. Texts to callers are sent only if you turn that on, and only about the call they made; you are responsible for those messages being permitted. Opt-outs (replying STOP) are honoured automatically.

5.5 Sensitive information. Do not set up the Service to collect payment card numbers, banking details, government identification numbers, health information or other sensitive information. The receptionist is instructed not to ask for them, but cannot always stop a caller from volunteering them.

5.6 Your phone line. You are responsible for call forwarding with your own telephone company and for its charges.

6. Acceptable use

You must not, and must not let anyone else:

1. use the Service for anything unlawful, fraudulent, deceptive or harmful;
2. use it for telemarketing, robocalls, bulk messaging, or calls or texts to people who did not contact you;
3. impersonate any person or business, or misrepresent who you are;
4. use it for emergency dispatch, medical, legal, financial or other high-risk decisions;
5. collect the sensitive information described in section 5.5;
6. have the receptionist say, or give it, anything infringing, defamatory, obscene, hateful or harassing;
7. interfere with, overload or probe the Service, or bypass its security or usage limits;
8. copy, reverse engineer, resell, sublicense or provide the Service to others, or use it to build a competing product; or
9. break the rules of the carriers and providers the Service depends on.

We may investigate suspected misuse and suspend the Service as described in section 10.

7. Phone numbers

7.1 Numbers provided through the Service are obtained from telephone carriers for your use. Their availability is not guaranteed, and carrier rules and regulatory requirements apply, including identity or address verification. You do not acquire any ownership of a number beyond what carriers and regulators allow.

7.2 If you forward your existing number to the Service, it stays with your telephone company.

7.3 When your subscription ends, a number we provided is held for 30 days. During that time you can subscribe again to keep it, or ask a new provider to port it. After that it is released and cannot be recovered. A port must be started by the provider you are moving to; we will reasonably cooperate if your account is in good standing.

7.4 We may have to change or withdraw a number if a carrier or regulator requires it.

8. Third-party services

The Service relies on third parties such as telephone carriers, voice and AI providers, payment processing, email delivery and hosting (listed in our Privacy Policy). If you connect another service — for example Google Calendar or an automation tool such as Make or Zapier — information you choose to send goes to it under its own terms. We are not responsible for third-party services, their availability, or what they do with information after receiving it.

9. Plans, fees and payment

9.1 Fees. You pay the monthly fee for the plan you choose, as shown on our pricing page and at checkout, in Canadian dollars if your business is in Canada or in US dollars if it is in the United States, plus applicable taxes (such as GST/HST, PST or QST in Canada, and state and local sales taxes in the United States). Payments are processed by our payment provider, and you authorize us and it to charge your payment method for all fees due.

9.2 Automatic monthly renewal. Your first payment is taken when you subscribe. After that, your plan renews automatically every month and your payment method is charged on the same day of the month as your first payment (on the last day of the month in months that are shorter), at the then-current price, until you cancel. You authorize these recurring charges.

9.3 Plan limits. Each plan includes a number of AI call minutes and text alerts to your team per billing period (each alert counts once, however long it is); optional texts to your callers have an allowance of the same size. When the minutes are used up, the receptionist stops answering new calls until the next period or an upgrade; there are no overage charges. Unused amounts do not carry over. Test calls made from the dashboard are not counted, and are limited to a small number per day and per month.

9.4 Changing plans. A plan change takes effect when you make it. Moving to a higher plan charges the difference for the rest of the current month right away, and the higher price applies from your next monthly charge. Moving to a lower plan gives no credit or refund for the rest of the current month; the lower price applies from your next monthly charge.

9.5 Price changes. We will give at least 30 days’ notice, by email or in the dashboard, before a price increase applies to your plan. It applies from your next renewal after the notice period. If you do not agree, cancel before then.

9.6 Promotions. Discounts and promotion codes apply only as described when offered, may expire, and have no cash value.

9.7 Failed payments. If a payment fails, it is retried and the receptionist keeps answering for a grace period of 7 days. After that, call answering pauses until the balance is paid. We may suspend or end the Service for amounts left unpaid.

9.8 All payments are final — no refunds. Every payment is final once it is made and will not be refunded, in whole or in part. This includes partial months; unused minutes, texts or features; moving to a lower plan; cancelling, whether at the end of the period or immediately; suspension under section 10.2; and any time you did not use the Service. Cancelling stops future charges only. The only exceptions are a refund that applicable law requires (which no agreement can exclude) and a refund we choose to give, at our sole discretion and in writing, which does not oblige us to give any other.

9.9 Billing disputes. If you think a charge is wrong, contact us within 60 days so we can fix it. Disputing a valid charge with your card issuer is a breach of these Terms, and we may suspend the Service while it is resolved.

9.10 Taxes. You are responsible for all taxes on the fees other than taxes on our income.

10. Cancelling, suspension and termination

10.1 You can cancel at any time from the Billing page in your dashboard, or on our payment processor's secure billing page linked from there. By default the cancellation takes effect at the end of the period you have paid for: the receptionist keeps answering until then and you are not charged again. You can instead cancel immediately, which stops the Service at once, with no refund for the rest of the period. Once you confirm, the cancellation is recorded straight away and is final for all future charges, even if our payment provider confirms it a little later. If a payment has failed, cancelling ends the subscription right away and your card is not charged again automatically. Until the end of the period you can undo a cancellation made for the end of the period from the same page.

10.2 Suspension. We may suspend all or part of the Service, with notice where practical, if you breach section 5 or 6, fees are overdue, your use creates a risk to the Service, to others or to us, we suspect fraud or a security compromise, or a carrier, provider, regulator or law requires it. We will restore it once the cause is resolved.

10.3 Termination by us. We may end these Terms for a material breach that you do not fix within 10 days of notice, immediately for a serious or repeated breach or unlawful use, or for any reason with 30 days’ notice — in which case we will refund the fees you prepaid for the period after the end date.

10.4 What happens next. Call answering stops. Your records stay available to view and export until you delete your business, subject to your retention settings. Phone numbers are handled as in section 7.3. You remain responsible for fees owed up to the end. Sections 3, 4 and 9.8 to 19 continue to apply.

10.5 Deleting your business. You can ask for your business to be deleted in Settings. Its data is permanently erased 30 days later, except records we must keep by law, such as billing records, records of agreement to these Terms and a record that the deletion happened.

11. Your data

11.1 Ownership. “Customer Data” means information you, your team or your callers provide through the Service, including call audio, transcripts, summaries, contact details, leads and appointments. As between you and us, you own it.

11.2 Our permission to use it. You give us a worldwide, non-exclusive, royalty-free licence to host, copy, process, transmit and display Customer Data only to provide, secure, support and improve the Service, to comply with the law, and as described in the Privacy Policy.

11.3 Service provider. For your callers’ personal information, we act as your service provider and handle it on your behalf under Schedule A.

11.4 Aggregated data. We may create and use de-identified, aggregated information (such as call volumes and performance measures) that does not identify you, your callers or any individual.

11.5 No sale, no model training. We do not sell Customer Data, and we do not use it to train AI models.

11.6 Keep your own copies. Transcripts and recordings are deleted automatically according to your retention settings. Export anything you need to keep.

12. Confidentiality

Each of us will keep the other’s non-public information confidential and use it only for this agreement, except information that is or becomes public through no fault of the receiving party, was already known to it, is independently developed, or is lawfully received from someone else. Either of us may disclose confidential information where the law requires, giving notice where lawful.

13. Intellectual property

13.1 We and our licensors own the Service, including its software, configurations, instructions to AI models, designs, documentation and trademarks. While your subscription is active, you have a limited, non-exclusive, non-transferable right to use the Service for your business under these Terms. No other rights are granted.

13.2 If you send us suggestions or feedback, we may use them freely without any obligation to you.

13.3 You confirm that you have the rights to the information, greetings, names and other material you give the Service, and that the Service’s use of them as you direct does not infringe anyone’s rights.

14. Disclaimers

To the fullest extent permitted by law, the Service is provided “as is” and “as available”. We disclaim all warranties, conditions and representations, whether express, implied or statutory, including those of merchantability, merchantable quality, fitness for a particular purpose, title and non-infringement, and those arising from a course of dealing or usage of trade. We do not warrant that the Service will be uninterrupted, timely, secure or error-free, that every call will be answered or correctly understood, or that any AI output will be accurate or complete.

15. Limitation of liability

15.1 To the fullest extent permitted by law, we are not liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, business, jobs, customers, goodwill or data, or the cost of substitute services — including losses caused by missed, dropped, misrouted, misunderstood or screened calls, inaccurate AI output, late or undelivered alerts, or calendar errors — however caused and even if we were told they were possible.

15.2 To the fullest extent permitted by law, our total liability for all claims arising out of or relating to the Service or these Terms, in contract, tort (including negligence) or otherwise, is limited to the fees you paid us for the Service in the three (3) months before the event that gave rise to the claim.

15.3 These limits do not limit your obligation to pay fees or your obligations under section 16, and do not apply where the law does not allow liability to be limited or excluded.

15.4 These limits are an essential part of the agreement, reflected in our prices, and apply even if a remedy fails of its essential purpose.

16. Indemnity

You will defend, indemnify and hold harmless us and our affiliates, owners, officers, employees, contractors and agents from all claims, demands, losses, damages, fines, penalties, costs and expenses (including reasonable legal fees) arising from: (a) your use of the Service; (b) Customer Data or other material you provide; (c) your breach of these Terms or of any law, including laws on privacy, call recording, electronic messages and telemarketing; (d) claims by your callers, customers, employees or team members relating to your business or to calls handled on your behalf, except to the extent caused by our breach of Schedule A; and (e) the work, quotes, appointments and services you provide to your customers. We will tell you about a claim, may control its defence with counsel of our choice, and you will cooperate. You may not settle a claim in a way that admits fault for us or binds us without our written consent.

17. Changes to these Terms

We may update these Terms. For material changes we will give at least 30 days’ notice by email or in the dashboard before they take effect, except changes required by law or relating only to new features, which may take effect immediately. We will ask you to accept the updated Terms in the dashboard, and record your acceptance. Using the Service after the effective date also means you accept them. If you do not agree, cancel before the effective date. The version and effective date are shown at the top of this page.

18. Governing law and disputes

18.1 Governing law. These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there, without regard to conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

18.2 Talk to us first. Before starting any proceeding, contact us and try in good faith to resolve the dispute for at least 30 days.

18.3 Arbitration. Any dispute, claim or controversy arising out of or relating to these Terms or the Service, including their formation, interpretation, breach or validity, will be finally resolved by confidential arbitration before a single arbitrator under the Arbitration Act, 1991 (Ontario), seated in Toronto, Ontario, and conducted in English. Judgment on the award may be entered in any court with jurisdiction. Either of us may instead bring an individual claim in small claims court if it qualifies, and either of us may ask a court for urgent injunctive relief to protect intellectual property or confidential information.

18.4 No class actions. To the fullest extent permitted by law, claims may be brought only individually, not as a plaintiff or class member in any class, collective or representative proceeding, and the arbitrator may not combine claims of different customers.

18.5 Time limit. These Terms are a business agreement, and to the extent permitted by law (including section 22 of the Limitations Act, 2002 (Ontario)), any claim must be started within one year after it arises, or it is permanently barred.

18.6 Courts. If a dispute is not subject to arbitration, the courts of Ontario sitting in Toronto, Ontario have exclusive jurisdiction, and you and we submit to them.

19. General

• Entire agreement. These Terms, the Privacy Policy and the plan details shown at checkout are the whole agreement between us about the Service and replace any earlier discussions.
• Assignment. You may not transfer these Terms without our written consent. We may transfer them as part of a merger, acquisition, reorganization or sale of assets.
• Events beyond control. Neither of us is liable for failures caused by events beyond reasonable control, including outages of carriers, cloud, AI or payment providers, internet failures, cyberattacks, natural disasters, epidemics, labour disputes and government action. This does not excuse payment obligations.
• Notices and electronic records. We may give you notices by email to your account address or in the dashboard. You agree to contract and receive documents electronically, and that electronic acceptance and records satisfy any requirement that they be in writing or signed.
• Relationship. We are independent contractors. Nothing in these Terms creates a partnership, employment, agency or joint venture.
• Publicity. We will not use your name or logo publicly without your permission.
• Severability and waiver. If a provision is found unenforceable, it is limited to the minimum extent necessary and the rest remains in effect. Not enforcing a provision is not a waiver.
• Interpretation. Headings are for convenience. “Including” means “including without limitation”.
• Language. The parties have required that these Terms and all related documents be drawn up in English. Les parties ont exigé que les présentes conditions et tous les documents qui s’y rattachent soient rédigés en anglais.

20. Text message terms

If you or a team member choose to receive text alerts, we send texts about calls to your business, such as new leads, urgent calls and appointment requests. Message frequency depends on your call volume. Message and data rates may apply. Reply STOP to stop and HELP for help. Agreeing to texts is not a condition of buying anything. Carriers are not liable for delayed or undelivered messages.

21. Contact

Questions about these Terms: support@linekeeper.ca. Customers can also use the Support page in the dashboard.

Schedule A — Data processing terms

This Schedule applies to personal information of your callers, customers and team members that we handle on your behalf (“Customer Personal Information”).

A1. Roles

You decide why Customer Personal Information is collected and are accountable for it under privacy law. We handle it as your service provider, only for you.

A2. Instructions

We handle it only to provide the Service in line with these Terms and your settings, on your other documented instructions, or where the law requires — in which case we will tell you first unless the law prohibits it.

A3. People

Everyone we allow to handle it is bound by confidentiality. Our staff tools do not show call transcripts or recordings.

A4. Security

We use administrative, technical and physical safeguards appropriate to its sensitivity, including encryption in transit, encryption of stored calendar credentials, separation of each customer’s data in the database, access controls and logs of sensitive actions.

A5. Sub-processors

You authorize the service providers listed in our Privacy Policy. We require them to protect the information to a standard at least as protective as this Schedule. We will update that list before adding a new one; if you object, you may cancel.

A6. Where it is stored

Customer Personal Information is stored and processed in the United States and may be processed in other countries where our providers operate, where it may be accessible to authorities under local law. You are responsible for telling your callers this where the law requires (for example in your own privacy notice) and for any privacy impact assessment the law requires of you; we will give reasonable information to help.

A7. Requests and assistance

The dashboard lets you view, export, correct and delete records. If we receive a request from one of your callers, we will refer it to you. We will reasonably help you respond to requests, privacy impact assessments and regulators.

A8. Breaches

We will tell you without undue delay after confirming a breach of security safeguards involving Customer Personal Information, with the information we have, and will cooperate in addressing it. Unless we agree otherwise, you are responsible for notifying affected individuals and regulators where required. We keep records of such breaches.

A9. Retention and deletion

We keep Customer Personal Information according to your retention settings and these Terms. When your business is deleted, it is erased after the waiting period in section 10.5, and removed from backups as they are replaced in the normal cycle.

A10. Information about our practices

On request, no more than once a year, we will give you information reasonably needed to show we meet this Schedule, such as a summary of our security practices.