Terms of Service

1Agreement

These Terms of Service (“Terms”) are an agreement between Callodesk Iris Media LLC (“Callodesk”, “we”) and the business that signs up for our service (“you”, “Client”). By submitting an order, paying an invoice or using the service, you agree to these Terms on behalf of your business and confirm you have authority to do so.

Our Privacy Policy, AI Disclosure and Call Recording Notice are part of these Terms. If you sign an order form with different terms, the order form controls for those points.

2The service

Callodesk provides a done-for-you AI voice receptionist that can answer calls, respond to questions, book and manage appointments, send text messages, capture leads and transfer calls, depending on your plan. We handle setup, testing and ongoing management. Features, minutes and support levels for each plan are described on our pricing page or in your order form.

The assistant is AI. It will make occasional mistakes, and it is not a substitute for professional, medical, legal or emergency advice. You decide which calls it handles, and which are transferred to a person.

3Setup and go-live

• We aim to go live within 5–7 business days after your kickoff call, once we have the information and access listed in our onboarding checklist. Delays in providing information extend this timeline.
• You approve the greeting, AI disclosure, key answers and transfer rules before go-live.
• You are responsible for forwarding your phone line to us. We’ll walk you through it.

4Your responsibilities

• Accurate information. You provide and keep current your hours, services, prices, policies and booking rules. The assistant repeats what you give it.
• Lawful use. You will use the service in compliance with applicable laws, including laws on call recording, telemarketing and text messaging (such as the TCPA), consumer protection, privacy, and any rules specific to your industry.
• Consent for outbound contact. If you ask us to send outbound reminder or reactivation calls or texts, you confirm you have the consent those laws require from each recipient.
• Regulated data. You will tell us before go-live if you are subject to HIPAA or similar rules, so we can agree on appropriate terms. You won’t direct the assistant to collect payment card numbers, government ID numbers or other highly sensitive data unless we have agreed to it in writing.
• Account security. Keep your login credentials confidential and tell us promptly about unauthorized use.

5Acceptable use

You may not use Callodesk to: make unsolicited robocalls or spam texts; impersonate a person or misrepresent the assistant as human when a caller sincerely asks; collect information deceptively; harass, threaten or discriminate; violate anyone’s rights; or interfere with or reverse-engineer the service. We may suspend service that violates this section, with notice where practical.

6Fees, minutes and billing

• Plans. Fees are billed monthly (or yearly on annual plans) in advance. Setup fees are billed at signup unless waived by a promotion.
• Minutes. Each plan includes a monthly minute allowance. Unused minutes don’t roll over. Minutes beyond your plan are billed at $0.25 per minute, or covered by a minute pack if you have one. We’ll alert you before you reach your limit.
• Payment. You authorize us to charge your payment method on file. Late payments may result in suspension after written notice.
• Taxes. Fees exclude applicable taxes, which you are responsible for.
• Price changes. We’ll give at least 30 days’ notice before changing your plan price.

7Term, cancellation and guarantee

• No long-term contract. Monthly plans renew each month until cancelled. You can cancel at any time by email; cancellation takes effect at the end of the current billing period.
• Annual plans renew yearly unless cancelled before the renewal date.
• Money-back guarantee. If, within 30 days of go-live, the assistant is not answering your calls as agreed in your approved setup and we can’t fix it, we will refund your setup fee and first month’s fee on request. [GUARANTEE TERMS – VERIFY]
• After cancellation you can request an export of your call logs and summaries within 30 days. Your phone number stays yours; call forwarding to us ends.

8Data and ownership

You own your business information and your callers’ data. You grant us permission to use it to provide, secure and support the service, as described in our Privacy Policy. We own the Callodesk platform, software, scripts, templates and know-how, including improvements we make, but not your confidential information.

9Service availability

We work to keep Callodesk available 24/7, but calls depend on phone carriers, internet services and third-party providers outside our control. Planned maintenance will be scheduled for low-traffic hours where possible. If the assistant is unavailable, calls fall back to your chosen backup (such as voicemail or a staff number).

10Disclaimers and limitation of liability

Except as expressly stated in these Terms, the service is provided “as is”. We don’t guarantee that the assistant will answer every question correctly, or that it will produce any particular amount of bookings or revenue. Calculator results and estimates on our website are illustrations, not promises.

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits or revenue. Each party’s total liability arising from these Terms is limited to the fees you paid Callodesk in the 12 months before the claim. These limits don’t apply to your payment obligations, a party’s indemnity obligations, or liability that can’t be limited by law.

11Indemnity

You will defend and indemnify Callodesk against third-party claims arising from information you provide, your instructions to the assistant (including outbound calls and texts you request), or your violation of law or these Terms. We will defend and indemnify you against third-party claims that the Callodesk platform, as provided by us, infringes their intellectual property rights.

12Governing law and disputes

These Terms are governed by the laws of the State of New York, without regard to conflict-of-law rules. The parties will first try to resolve any dispute informally within 30 days. If that fails, disputes will be resolved exclusively in the state or federal courts located in New York County, New York. [DISPUTE TERMS – VERIFY WITH COUNSEL]

13Changes to these Terms

We may update these Terms. We’ll give clients at least 30 days’ email notice of material changes. Continuing to use the service after changes take effect means you accept them; if you don’t agree, you can cancel before they take effect.