Terms of Service

1. Eligibility and accounts

You must be at least 18 years old and able to form a binding contract to use the Service. If you're accepting these Terms for a company, you represent that you're authorized to bind that company. Each individual user has a single account tied to a single parent account or sub-account -- CallFlowHQ does not support one login spanning multiple accounts. You're responsible for the accuracy of the information you provide, and for promptly updating it if it changes.

2. The service

CallFlowHQ provides an AI voice agent that answers inbound calls to phone numbers provisioned through your account, screens callers against a fixed, configurable set of qualifying questions, and warm-transfers qualified callers to your team. On every call, the agent discloses that it is an AI. The agent is designed to never quote loan rates, APR, terms, or other pricing, and never to ask for a caller's Social Security number or date of birth -- that information, and any actual loan origination activity, is handled exclusively by your own licensed staff after transfer, never by CallFlowHQ or its AI. As of this version of the Service, CallFlowHQ handles inbound calls only; we do not place outbound calls or texts on your behalf.

CallFlowHQ is a communications and screening tool, not a mortgage lender, broker, loan originator, or financial advisor, and nothing in the Service constitutes financial, legal, or origination advice.

3. Sub-accounts, teams, and roles

An account may create sub-accounts (limited to one level below the parent account) and invite team members with different roles and permission levels. The parent account (and its Owner) is responsible for all activity across its sub-accounts, including billing, and can view roll-up data across them. You're responsible for your team's use of the Service under your account, including securing login credentials, enabling multi-factor authentication where required, and revoking access promptly when a team member leaves.

4. Your compliance responsibilities

You represent that you and your staff are properly licensed to originate mortgage business (including under the SAFE Act, as applicable) in every jurisdiction where you use the Service, and that you will comply with all applicable law in connection with your use of the Service, including the Telephone Consumer Protection Act (TCPA), state telemarketing and call-recording laws, and consumer-financial-protection and fair-lending laws. You are solely responsible for the questions your agent configuration asks callers, for any consent required to record or transcribe a call in your jurisdiction, and for anything a caller volunteers to your agent or to your staff after transfer, including sensitive personal or financial information.

5. Acceptable use

You will not, and will not permit anyone else to:

• use the Service to place outbound calls or texts, or to call or record anyone without the consent required by applicable law;
• disable, bypass, or misrepresent the AI disclosure the agent gives on every call;
• configure the agent to quote rates, APR, or loan terms, or to collect Social Security numbers, dates of birth, or other data the Service is designed to keep the agent from collecting;
• reverse-engineer, resell, sublicense, or provide the Service to third parties as a service bureau, except as expressly permitted for your own sub-accounts;
• probe, scan, or attempt to gain unauthorized access to the Service or its underlying infrastructure, or interfere with its normal operation; or
• use the Service in a way that violates any applicable law or the rights of any third party, including a caller.

6. Call recording, transcription, and consent

CallFlowHQ records and transcribes calls placed through numbers provisioned under your account so that you and your team can review them, and so the Service can detect and flag compliance issues. Depending on where you and your callers are located, applicable law may require specific consent or disclosure before a call can be recorded. The agent's AI disclosure is designed to support that, but you are responsible for confirming it satisfies the requirements of every jurisdiction you operate in, and for any additional disclosure your business needs to give. See our Privacy Policy for how we handle recordings, transcripts, and the information callers provide.

7. Fees, billing, and taxes

Paid accounts are prepaid: adding a payment method funds your account with a starting credit balance, and your usage of phone numbers and call minutes -- at the rates shown on our pricing page or otherwise agreed in writing -- is deducted from that balance automatically as it occurs. By default, we may automatically charge your payment method on file to replenish your balance once it runs low; you can change when that happens, how much is added, or turn it off entirely, from your dashboard. If your balance reaches zero, we may suspend your access to the Service until it's funded again. If you have sub-accounts, their usage draws from the same shared parent-account balance, itemized by sub-account in your dashboard. You authorize us to charge your payment method on file for all fees due. Fees are exclusive of taxes, which you're responsible for unless you provide a valid exemption. Except as required by law or stated otherwise, fees are non-refundable. We'll give you reasonable advance notice before increasing our per-unit rates.

8. Free trials

We may offer a free trial with usage limits shown in your dashboard. We can change or end trial offers, or the limits that apply to them, at any time. If you don't add a valid payment method or otherwise convert to a paid plan before your trial ends, we may suspend or limit your access to the Service.

9. Suspension and termination

We may suspend or terminate your access to the Service if you materially breach these Terms (including the compliance obligations in Sections 4-6), fail to pay fees when due, or if we reasonably believe your use of the Service creates legal or security risk to CallFlowHQ, our other customers, or callers. You may cancel your account at any time from your dashboard or by contacting us; cancellation does not entitle you to a refund of fees already incurred. On termination, your right to use the Service ends, and we may delete your data in accordance with our Privacy Policy, except as needed to comply with law.

10. Your data; license to us

As between you and us, you own the data you and your callers generate through the Service, including your agent configurations, lead data, call recordings, and transcripts ("Customer Data"). You grant us a license to host, process, transmit, and display Customer Data solely to provide, secure, support, and improve the Service, and to comply with law. We won't use Customer Data to train AI models shared across customers or sell it to third parties.

11. Confidentiality

Each party may receive confidential, non-public information from the other in connection with the Service. Each party will use the other's confidential information only to exercise its rights and perform its obligations under these Terms, and will protect it using at least the same care it uses for its own confidential information of similar importance.

12. Intellectual property

CallFlowHQ and its licensors own all right, title, and interest in the Service, including its software, design, and the CallFlowHQ name and logo. Except for the limited right to use the Service under these Terms, we grant you no rights to our intellectual property. You retain ownership of any content you upload or configure (such as your agent's greeting script), subject to the license in Section 10.

13. Third-party services

The Service relies on third-party providers to function, including telephone carriers, AI and speech-transcription providers, cloud hosting, and payment processing. We're not responsible for outages, errors, or acts or omissions of those third parties, though we'll work to route around them where reasonably possible.

14. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DON'T WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT THE AI AGENT WILL CORRECTLY HANDLE EVERY CALL OR CALLER STATEMENT.

15. Limitation of liability

TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS OR LOST DATA, ARISING FROM OR RELATING TO THESE TERMS OR THE SERVICE. EACH PARTY'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE FEES YOU PAID TO US IN THE TWELVE MONTHS BEFORE THE CLAIM AROSE.

16. Indemnification

You will defend, indemnify, and hold us harmless from any third-party claim arising from your use of the Service in violation of these Terms or applicable law, including any claim relating to your compliance obligations under Section 4, your agent configuration, or your staff's handling of a caller after transfer.

17. Governing law and disputes

These Terms are governed by the laws of the State of Delaware, without regard to conflict-of-laws principles. Any dispute arising from these Terms or the Service will be brought exclusively in the state or federal courts located in Delaware, and you consent to personal jurisdiction there.

18. Changes to these terms

We may update these Terms from time to time. If we make a material change, we'll notify you (for example, by email or an in-app notice) before it takes effect. Continued use of the Service after a change takes effect means you accept the updated Terms.

19. General

These Terms, together with our Privacy Policy, are the entire agreement between you and us regarding the Service, and supersede any prior agreements on the subject. If any provision is found unenforceable, the rest remains in effect. Our failure to enforce a provision isn't a waiver of it. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets. Neither party is liable for delay or failure to perform caused by events outside its reasonable control.

20. Contact

Questions about these Terms? Email us at support@callflowhq.com.