Terms of Service

What the service does

Office Operator does two jobs for a business, on one shared record of each job:

• It answers the phone. On the schedule the business sets — after hours, all hours, or only when nobody in the shop picks up — an AI operator answers, says plainly that it is an AI, takes the caller’s name, number, address and problem, states the three prices the business has configured, and offers the earliest open slot as a yes-or-no. If the caller says it is an emergency, the operator tries the escalation contact by phone and, if there is no answer, texts them the details.
• It runs the paperwork. The same record becomes the technician’s briefing, then the invoice, then a link to pay by text, then a review request once the invoice is settled, and it syncs outward to the business’s QuickBooks where that is connected.

What the operator does not do: it does not estimate, diagnose, or quote anything beyond the prices the business has configured, and it never promises a callback time. Every send — invoice, payment request, review request — follows the business’s own setting for that step, either queued for a person to approve or sent automatically.

Accounts

There is no self-serve signup. We create a business’s account during onboarding, and the owner invites the rest of the shop. Each person signs in as themselves. The business is responsible for keeping its sign-in links and passwords to the people who should have them, for removing someone who leaves, and for what its users do in the account. Tell us promptly if an account has been reached by someone it should not have been.

Links we text to a customer — the appointment confirmation, the invoice, the payment page, the review request — are signed and expire. They are meant for the person we sent them to.

What the business is responsible for

• The prices, service area, trades, hours and escalation contacts configured in the account, and keeping them current. The operator says what is configured; if the number is wrong on the screen it will be wrong on the phone.
• The work itself. We take the call and produce the paperwork; the business does the job, stands behind it, and is the party in the agreement with its customer.
• The consent behind every number in the account, including permission to text that number, and permission before a customer’s before-and-after photos are used as marketing.
• Watching the queue where sending is set to manual. Nothing goes out in that mode until someone approves it, so nothing goes out if nobody looks.
• Its own licensing, insurance, tax and trade obligations. We are not a bookkeeper, a payroll service, or an accountant, and we do not keep the business’s books — invoices and payments are pushed out to the accounting the business already uses.

Acceptable use

Do not use the service to send messages to people who have not agreed to receive them, to send anything unlawful, misleading or harassing, or to collect payment for anything other than the business’s own work. Do not upload photos or files the business has no right to. Do not attempt to reach another business’s data, probe or overload the service, work around the sign-in, or resell the service to someone else without our agreement. We may suspend an account that is doing any of this, and we will say why.

Calls, messages and usage

Calls and texts run over carrier networks and third-party providers. That means volume limits, carrier filtering and delivery failures are real and outside our control. STOP is honoured automatically on any number that sends it, which means that number stops receiving job texts from the account. Message and data rates apply to the recipient. Calls the operator answers are recorded and transcribed as described in the Privacy Policy, and the business is responsible for the recording notice being switched on where the states it works in require one.

[COUNSEL: set the fair-use position: whether call minutes, message volume or seats are capped or metered, what happens at the cap, and how carrier 10DLC registration obligations are allocated between us and the business.]

Fees and payment

The business pays for the service on the terms in its own order or agreement with us. Payments a business collects from its customers through the service run through Stripe’s hosted checkout and go to that business.

[COUNSEL: the whole commercial section — subscription amount and billing period, any usage or success-fee component, invoicing and due dates, late payment, taxes, changes to pricing and the notice required, refunds and non-refundability, and who bears payment-processing fees.]

Service levels and emergencies

The service depends on telephony, speech and hosting providers, and it will sometimes be interrupted. Where a caller declares an emergency, the operator attempts the escalation contact by phone and then by text, and every attempt is logged; the operator makes no promise about how quickly anyone will call back, because it cannot keep one. It is the business, not the operator, that decides how to respond to an emergency.

[COUNSEL: the emergency-liability position: any uptime commitment or credits, and expressly who bears the risk of a missed or undelivered escalation — the highest-stakes path in the product and the one a lawyer must write, not an engineer.]

Disclaimers and limitation of liability

The service is provided as it is. We do not warrant that it will be uninterrupted, that a call will always be answered, or that a message will always be delivered.

[COUNSEL: the warranty disclaimer and the limitation-of-liability clause in full, including the liability cap, the exclusion of indirect and consequential damages, any carve-outs, and indemnities in both directions. Nothing in this section may ship as drafted by anyone other than counsel.]

Confidentiality and data

A business’s customer list, call recordings, transcripts, job records and invoices belong to that business. We handle them to run the service and as described in the Privacy Policy. We use aggregated, de-identified operating data — how fast invoices go out, how many calls end in a booking — to run and improve the service.

[COUNSEL: confirm the scope of aggregated and de-identified use, and whether call recordings or transcripts may be used to improve models, by us or by any provider. This must line up with the provider agreements.]

Ending the agreement

Either side can end the agreement on the notice period in the business’s order. We can suspend an account immediately for the acceptable-use reasons above or for non-payment, and we will say why. When an account ends, phone numbers stop being answered by the operator, we hand back an export of the business’s records, and the data is deleted on the schedule set out in the Privacy Policy and the agreement.

[COUNSEL: set the notice period, the cure period for non-payment, the export window after termination, and what survives termination.]

Changes to these terms

When these terms change we update the date at the top of the page and tell business clients directly before a material change takes effect.

Governing law and disputes

[COUNSEL: governing law and venue, the dispute-resolution path (informal notice, then court or arbitration), any class-action waiver or jury waiver, and the legal entity name and address these terms are entered into with.]

If you are a homeowner who got a text from us

Your agreement for the work is with the business you called, not with us; we run its phone and its paperwork. The appointment, invoice, payment and review pages you were sent are for you. Reply STOP to any message to stop receiving them. What we collect from your call and your texts, and how long it is kept, is in the Privacy Policy.