Answerling Service Agreement

This agreement is between Scarp Systems LLC, a New York limited liability company doing business as Answerling (“Answerling”, “we”, “us”), and the business that accepts it (“you”).

How you accept it. You accept this agreement by ticking the box agreeing to it on our payment page and completing your first payment. That counts as your signature, and the agreement starts that day.

Your confirmations. By accepting, you confirm two things:

• you are allowed to agree to it for your business;
• you are buying the service for your business, not for personal or household use.

If anything differs. Where this agreement and anything on our website differ, this agreement wins.

1. What you get

1.1 Your agent. An AI phone agent, set up for your business from the answers you give us. It answers the calls you forward to a phone number we give you. On each call it:

• takes the caller’s name, the best number to reach them and what they need;
• reads those details back;
• answers everyday questions from the answers you have given us;
• takes a message for anything else.

It tells callers that someone will get back to them, without promising a time. It never says it is a person.

1.2 After every call.

• An email with a summary and the details taken, sent to the addresses you name.
• Your dashboard at app.answerling.ai, where every call’s recording, transcript and summary are kept. Everyone you name gets their own login.

1.3 Setup.

• One conversation about your business.
• We build your agent and test it against a fixed list of calls.
• You call it yourself.
• We help you switch on call forwarding.

There is no setup fee. We agree your go-live date with you. Your go-live date is the day your agent first answers your forwarded calls, and we confirm it by email.

1.4 Changes. Ask for a change by replying to any email from us.

• Small changes are included, and are usually done within two business days: your hours, a price, a new question or answer, or a new email address.
• Bigger changes are quoted first, and done only if you agree: a new line of business, or a different way of handling calls.

1.5 Your other apps. If you ask during setup, we can send each call’s write-up through your own Zapier account to another app you use, where that app accepts it. Your Zapier account and those apps are under your own agreements with those companies.

1.6 Help. Reply to any email from us, or write to support@answerling.ai. We reply by the end of the next business day at the latest.

2. What it does not do

Your agent does not:

• book appointments into a calendar;
• send text messages;
• transfer calls to a person;
• dispatch anyone, or promise when anyone will arrive;
• make outbound calls. It never does this.

If we add any of these for you later, we will confirm it in writing (email counts), and this agreement covers it from then.

3. Your part

3.1 Accurate answers. Give us accurate answers in setup, and tell us when something changes: your hours, your services, the prices you want quoted, what you don’t offer, and where write-ups should go.

3.2 Your number stays yours. Your own phone number and your phone company account stay yours. Forwarding is a setting on your line that you control. We help you switch it on and tell you how to switch it off.

3.3 Calling back is your job. Read your write-ups. Your agent takes messages; calling people back is up to you.

3.4 Tell us about mistakes. Tell us promptly if your agent says or does something wrong.

3.5 Use it lawfully. Don’t use the service:

• against the law;
• for calls that need a licensed professional;
• for anything that needs an emergency response;
• to collect payment card numbers, Social Security numbers or health information from callers.

4. Recording, and telling callers it’s an AI

4.1 Calls are recorded. Calls your agent answers are recorded and transcribed, so you can hear and read them and so we can fix and improve your agent.

4.2 The recording notice. By default your agent tells every caller, near the start of the call, that the call is recorded. You can ask us in writing to take that notice out. If you do, you are responsible for making sure that recording your callers is lawful. Some states require every party’s consent, and the caller’s state’s law can apply.

4.3 The AI notice. Your agent never claims to be a person, and says it is an AI assistant whenever it’s asked. If you want it said at the start of every call, tell us and we will put it in your greeting. Some places require that.

4.4 What you tell callers. You are responsible for anything the law requires your business to tell its callers about how their information is used.

5. Price and payment

5.1 Your plan. You choose your plan on our payment page:

Plan	Price	Talk time included
After hours	$149 a month	200 minutes
The whole line	$299 a month	600 minutes

Talk time above your plan’s minutes is $0.40 a minute. There is no setup fee.

5.2 Talk time.

• Talk time runs from when your agent answers a call to when the call ends.
• We count it to the second and add it up over your billing month.
• Calls shorter than 15 seconds don’t count.
• Above your plan’s minutes, we charge for whole minutes only; part of a minute is free.
• Unused minutes don’t carry over.

5.3 When you pay. Your first month is charged when you sign up. After that you are charged on the same date each month, or the month’s last day if it is shorter. After each billing month ends, we count your talk time and add anything above your plan to your next monthly charge.

Payments go through our payment provider. We never see or keep your full card number. Your receipts include a billing link where you can update your card, see past charges or cancel.

5.4 Founding rate. If you sign up with a founding-rate code, your monthly plan price is reduced by the discount shown on our payment page, for your first twelve months. In return:

• (a) you give us a short testimonial in your name, which you approve in writing before we use it;
• (b) you let us publish how many calls your agent answered and how many came after hours.

We never publish your callers’ names, numbers or anything they said. After twelve months your plan’s normal price applies, and we remind you thirty days before.

5.5 Sales tax. Our prices don’t include sales tax. New York sales tax, and any other tax that applies, is added to each charge at the rate for your business’s address. It is shown separately on your receipt.

5.6 Price changes. We may change our prices with thirty days’ notice by email, but never during a founding-rate period.

5.7 If a payment fails.

• We tell you, and you have seven days to fix it.
• After that we may pause your agent until it is paid.
• Before we pause it, we tell you how to switch forwarding off, so your calls go where they went before.

6. Money back, cancelling and ending

6.1 30-day money back. If you cancel within 30 days after your go-live date, we refund every plan fee you have paid us, and we don’t charge for talk time over your plan in that time.

6.2 If we’re slow. You can cancel and get a refund of everything you have paid if your agent isn’t ready to take your calls within 14 days after we receive your setup answers. That doesn’t apply if the delay is because we were waiting on you. “Ready” means built, tested and answering on the number we gave you, so all that is left is switching on forwarding.

6.3 How refunds work. Refunds go back to the card or account you paid with, within ten business days of your request.

6.4 Cancelling. The service is month to month, with no minimum term. You can cancel at any time:

• by email to support@answerling.ai;
• from the billing link in your receipts.

Your service runs to the end of the month you have paid for, and you are not charged again.

6.5 When it ends.

• You switch forwarding off. We tell you how.
• We release the number we gave you, and your agent stops answering.
• Any talk time over your plan in your last month is charged then.

6.6 If we end it. We may end this agreement with thirty days’ notice by email. If we do, we refund any part of a month you have paid for after the end date. We may end it at once if you use the service against the law, or if a charge stays unpaid for thirty days.

7. Your data

7.1 It’s yours. Your call recordings, transcripts, summaries and your callers’ details are yours. We use them only to:

• provide the service to you;
• fix problems;
• improve your agent.

We never sell them, and we never use them to contact your callers.

7.2 How long we keep it. We keep it while you are a customer, and delete it when you ask or within thirty days after this agreement ends. That deletion doesn’t reach copies that run out on their own: our weekly backup, our providers’ routine backups, and anything already in your own inbox or apps.

7.3 Our providers. We use service providers in the United States to do these jobs:

• carry and record calls;
• turn speech into text;
• run the AI;
• store data;
• send email.

They may use your data only to provide their service to us. We’ll give you a current list if you ask.

7.4 How we protect it. Recordings and transcripts are encrypted when stored. Dashboard logins go to the people you name. Our own team, and the providers in 7.3, can also reach your data to run the service.

7.5 Your callers’ requests. If one of your callers asks us to see, correct or delete their information, we pass the request to you and act on your instructions.

7.6 Anonymous totals. We may keep anonymous totals, such as calls per month across all customers, that identify neither you nor your callers.

7.7 More detail. Our privacy policy at answerling.ai/privacy/ says more.

8. The agent is software, and it can get things wrong

8.1 It can make mistakes. Your agent can mishear a name or a number, misunderstand a request, give one of your answers at the wrong moment, or miss a detail. That is why it reads details back, and why every call is recorded.

8.2 What we promise, and what we don’t. We test every change against the same list of calls, and we fix mistakes you report. We don’t promise that every call will be answered, understood or written up correctly. Phone companies, the internet and our providers can fail.

8.3 Not for emergencies. Your agent is not an emergency service, and you should never describe it to your callers as one. If you ask, we set it to tell callers who mention gas, smoke, fire or someone hurt to call 911 first. It does not dispatch anyone, and it does not get help to the caller.

8.4 If you cause a claim against us. Say someone makes a claim against us because you did one of these:

• had the recording notice taken out;
• gave us information you weren’t allowed to share;
• used the service against the law.

Then you cover our reasonable costs of that claim, including lawyers’ fees.

8.5 Limits on what we owe. As far as the law allows:

• (a) neither of us is responsible to the other for lost profits, lost business, or indirect or consequential losses;
• (b) the most we will owe you, for everything to do with this agreement, is what you paid us in the twelve months before the claim.

This doesn’t limit responsibility for fraud, gross negligence or wilful misconduct, or for anything else the law doesn’t allow to be limited.

9. General

9.1 Independent businesses. We are an independent business, not your employee or partner. Either of us can work with anyone else.

9.2 Changes to the service. We may improve or change how the service works. We won’t take away something you rely on without thirty days’ notice.

9.3 Things outside our control. Neither of us is responsible for delays or failures caused by things outside our reasonable control, such as a phone company or provider outage.

9.4 Changes to this agreement. We may change this agreement by emailing you at least thirty days before the change takes effect. If you don’t agree, you can cancel before then, and you won’t be charged under the new terms. Changes we both agree in writing are also valid; email counts.

9.5 Notices. We send notices to the email address you sign up with. You send yours to support@answerling.ai.

9.6 Disputes.

• If something goes wrong, tell the other side in writing, and give each other thirty days to put it right before going to court.
• New York law applies.
• Disputes go to the state or federal courts in New York State, or to small claims court where that is allowed.

9.7 Transfer. You can’t transfer this agreement to someone else without our written agreement. We may transfer it to whoever takes over the Answerling business, and we will tell you.

9.8 If one part fails. If any part of this agreement can’t be enforced, the rest still applies.

9.9 The whole agreement. The whole agreement between us about the service is:

• this agreement;
• your plan and any discount shown on our payment page;
• anything we both agree in writing.

Scarp Systems LLC, doing business as Answerling, New York · support@answerling.ai · answerling.ai

Questions about any of this? Book a call and ask.