Terms of Service

Partners On The Line LLC

Effective date: November 5, 2026

These Terms of Service (“Terms”) govern the call-answering and related services provided by Partners On The Line LLC, an Arizona limited liability company (“Partners On The Line,” “we,” or “us”). A signed order form is required for every plan and for the founding-shop pilot. By signing an order form, the business customer (“Client” or “you”) agrees to these Terms. Continuing to use the services also confirms your agreement to these Terms.

1. Services

We answer calls using your business name and the call-handling instructions you provide. Depending on your plan and setup, we may book appointments in your calendar, warm-transfer calls identified as emergencies under your instructions, and provide call summaries, recordings, and transcripts.

Google Calendar and Outlook booking are available once configured. Booking through field-service software is available only if we confirm compatibility and test the integration during setup. We will not promise that functionality before those steps are complete.

We do not provide emergency response services. If a caller describes a situation involving a risk to life, health, or safety, such as a gas leak, fire, carbon monoxide, flooding near electrical equipment, or an exposed electrical hazard, the service will instruct the caller to hang up and call 911 and will follow your emergency-transfer rules. The service may not always recognize an emergency, so you remain responsible for your own emergency procedures. We do not accept payment-card numbers by phone.

Callers will be informed at the start of a call that they are speaking with a virtual assistant and that the call is recorded. Additional information about the assistant is available in our AI Disclosure.

2. Plans and term

Plan features, monthly prices, and included minutes are listed on our Pricing page and in your signed order form. The price and included minutes stated in your order form apply for your 12-month term.

Each plan requires a 12-month commitment, billed monthly. There is no month-to-month plan. We do not charge per-minute, per-call, or overage fees.

Answered minutes. “Answered minutes” means the time from when the service answers a call to your number until the call ends or is transferred to you or your staff, measured in seconds per call, totaled for each billing month, and rounded up to the next whole minute. Calls that end within 10 seconds of being answered, and calls we reasonably identify as spam, robocalls, or misdials, do not count. Text messages do not count toward answered minutes. You may request a report of your answered minutes for any billing month.

If your answered minutes exceed 120% of your plan’s included minutes, as stated in your order form, in two consecutive billing months, we may move you to the next plan after giving at least 30 days’ written notice. High-Volume clients may be moved to a custom Multi-Truck plan. A plan change does not restart or extend your existing 12-month term. If you decline the plan change in writing before it takes effect, you will stay on your current plan, and we may end your plan by giving you at least 30 days’ written notice. If we do, no early-termination fee will apply, and you will owe only amounts for services provided through the end date.

3. Setup and optional integrations

After reviewing your call flow, we will quote any setup fee in your order form before work begins. Setup tiers (Simple, Standard, and Complex) and their typical fees are listed on our Pricing page; the setup fee stated in your order form controls. Setup fees are nonrefundable once setup work begins.

Converted founding-pilot clients do not pay a setup fee. A Jobber connection add-on is available on all plans for the monthly and setup fees listed on our Pricing page and stated in your order form. Other integrations depend on compatibility and successful setup testing.

4. Founding-shop pilot

The founding-shop pilot lasts 30 days, costs the pilot fee listed on our Pricing page and stated in your order form, and includes waived setup fees. The pilot is limited to eight spots, with the first three scheduled to start in January 2027.

The pilot is a one-time 30-day trial. It does not renew automatically and does not commit you to a 12-month plan. At the end of the pilot, you may sign an order form for a 12-month plan or let the pilot end with no further obligation. If you sign a 12-month plan within 14 days after the pilot ends, we will credit the pilot fee you paid toward your first month, and no setup fee will apply. If you do not continue, the pilot fee is nonrefundable and the services end when the pilot ends.

5. Billing and cancellation

We bill monthly through Stripe using the card or ACH payment method you provide. ACH is preferred. You authorize us and our payment processor to charge the selected payment method for amounts due under your plan and any approved add-ons.

Prices do not include taxes. You are responsible for any sales, use, or similar taxes that apply to the services, other than taxes on our income.

5.1 Term and renewal. Your 12-month term starts on the service start date in your order form. At the end of the term, your plan renews for another 12-month term unless either party gives written notice of non-renewal at least 30 days before the term ends. We will remind you of the upcoming renewal at least 45 days before the term ends. Renewal terms are billed at our then-current price, which we will state in the renewal reminder.

5.2 Early termination by you. You may end your plan before the end of your term by giving us written notice. You will then owe, in addition to any unpaid amounts already due, an early-termination fee equal to the lesser of 3 months of your plan’s monthly fee or the monthly fees remaining in your term. The early-termination fee is due within 30 days after your notice. It is a reasonable estimate of our losses from early termination, not a penalty.

5.3 Termination for our breach. If we materially breach these Terms and do not cure the breach within 30 days after your written notice describing it, you may end your plan without paying an early-termination fee. You remain responsible for amounts due for services provided before termination.

5.4 Failed and late payments. If a payment fails, we will notify you and may retry the charge. If any amount remains unpaid 10 days after its due date:

• we may charge a late fee of 1.5% per month on the overdue amount, or the maximum allowed by law if lower;
• after giving you at least 5 days’ written notice, we may suspend the services until all overdue amounts are paid; and
• if any amount remains unpaid 30 days after its due date, we may end your plan, and the early-termination fee in Section 5.2 will apply.

Monthly fees continue to accrue during a suspension for nonpayment. We may charge a reactivation fee equal to the setup fee listed in your order form to restore suspended services.

5.5 Pilot. The early-termination fee does not apply to the founding-shop pilot. It applies only once you sign a 12-month plan.

5.6 After termination. When your plan ends for any reason, all unpaid amounts become due, call forwarding to our service stops, and your call data is handled as described in Section 8.

6. Text messaging

Texting features—including missed-call text-back, booking confirmations, and text delivery of call summaries—are subject to carrier approval and may not be available at launch. When enabled, customer-facing texts will be sent only where the required consent has been obtained, under your business name and registration, and will include instructions to reply STOP to opt out. You are responsible for obtaining, and keeping records of, any consent required from your customers before texts are sent under your business name; for keeping your messaging registrations current; and for honoring opt-out requests you receive through other channels. Our virtual assistant may ask callers for their consent during calls, using wording you approve, and we keep a record of that consent; you remain responsible for confirming that the consent meets the requirements for your messages. Claims arising from missing or invalid consent are covered by your indemnity in Section 10.8.

Our SMS Terms provide additional details.

7. Client responsibilities

You agree to provide accurate business information, call-handling instructions, emergency-transfer rules, calendar access, and any other materials needed to configure the service. You are responsible for reviewing call summaries, recordings, transcripts, and bookings, and for deciding how to respond to customer requests.

You are also responsible for ensuring that your instructions, customer communications, and use of the service comply with applicable laws and your own customer agreements.

8. Call data and privacy

8.1 Your call data is yours. As between you and us, you own the call data generated for your business, including recordings, transcripts, summaries, caller details, and booking information, subject to applicable law and the rights of callers. You give us permission to use your call data only to provide, support, and secure the services for you, to bill you, and as required by law.

8.2 No AI training by us and no sale. We don’t use your calls to train AI. Our voice AI provider may use call data in de-identified, aggregated form to improve its services, under its own terms. We will not sell your call data or share it with other clients.

8.3 Service metrics. We may use information about how the service performs, such as call counts, call length, and error rates, to operate and improve the service, as long as it contains no recordings, transcripts, caller content, or information that identifies you or your callers.

8.4 Our technology. We own the services and everything we create to deliver them, including scripts, prompts, call flows, configurations, integrations, and templates, even when we build them for you. You may use them only through the services during your plan. Your business name, logos, and instructions remain yours, and you give us permission to use them to provide the services.

8.5 Sensitive information. The services are not designed to collect or store health information, payment-card numbers, government ID numbers, or similar regulated information, and you will not instruct us to collect it.

8.6 Privacy and providers. We handle personal information as described in our Privacy Policy and any applicable Data Agreement. We use third-party telephony, AI, and hosting providers to deliver the services and require them to protect your data. Some of these providers process call data under their own terms. In particular, our telephone carrier may use call content to detect and prevent fraud and spam and to operate and improve its own services, and some AI providers may keep call data for up to 30 days for security and abuse monitoring.

8.7 After your service ends. We will return or delete your call data within 30 days, subject to legal retention obligations and the terms of any applicable Data Agreement.

9. Related documents

These Terms should be read together with your signed order form, our Pricing page, AI Disclosure, Privacy Policy, and SMS Terms, and any Client Service Agreement, Service Levels, or Data Agreement that applies to you.

Order of precedence. If these documents conflict, they control in this order:

1. Your signed order form, but only for your plan, monthly price, included minutes, setup fee, add-ons, and term start date, unless it expressly states that it changes a specific section of these Terms.
2. Any signed Client Service Agreement or Data Agreement, for the matters it covers.
3. These Terms.
4. Our Service Levels, AI Disclosure, Privacy Policy, SMS Terms, and Pricing page.

Our Pricing page shows prices for new orders. Once you sign an order form, the prices in your order form apply to you for your term.

10. Service limitations, disclaimers, and limitation of liability

10.1 Service limitations. The service depends on telecommunications networks, third-party calendars, software, AI providers, and other systems that we do not control and that may be unavailable or change. We are not responsible for failures caused by those systems.

10.2 AI and automated systems. The service uses artificial intelligence and automated systems, which can make mistakes. Among other things, the service may mishear a caller, misunderstand a request, produce an incomplete or inaccurate summary or transcript, fail to recognize an emergency, fail to transfer a call, or miss, misplace, or double-book an appointment. You remain responsible for reviewing call summaries, recordings, transcripts, and bookings, and for keeping your own procedures for emergencies and time-sensitive requests. The service is not a substitute for emergency services or for your own business judgment.

10.3 Disclaimer of warranties. EXCEPT AS EXPRESSLY STATED IN THESE TERMS OR A SIGNED CLIENT SERVICE AGREEMENT, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND ANY WARRANTY THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE OR WILL ANSWER, ROUTE, TRANSFER, OR BOOK EVERY CALL CORRECTLY.

10.4 Exclusion of indirect damages. TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE TO THE OTHER FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST JOBS OR BUSINESS OPPORTUNITIES, OR LOSS OF GOODWILL, ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF THOSE DAMAGES.

10.5 Limitation of liability. TO THE FULLEST EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES, UNDER ANY THEORY, WILL NOT EXCEED THE AMOUNTS YOU PAID US FOR THE SERVICES IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.

10.6 Exceptions. Sections 10.4 and 10.5 do not limit (a) your obligation to pay amounts owed under your plan, (b) a party’s liability for its fraud, gross negligence, or willful misconduct, or (c) any liability that cannot be limited under applicable law.

10.7 Basis of the bargain. You acknowledge that our pricing reflects the allocation of risk in this Section 10, and that we would not provide the services without these limitations.

10.8 Indemnification by you. You will defend, indemnify, and hold harmless Partners On The Line and its members, managers, and contractors from third-party claims, and related losses and reasonable legal fees, arising from: (a) your call-handling instructions, emergency-transfer rules, scripts, or business information; (b) your text-messaging registrations and the consents required for messages sent under your business name; (c) work you perform or fail to perform for your customers, including how you respond to calls and bookings; or (d) your breach of these Terms or violation of law.

10.9 Indemnification by us. We will defend and indemnify you from third-party claims that the services, as we provide them, infringe a United States patent, copyright, or trademark, except claims arising from your materials or instructions or from combining the services with something we did not provide.

10.10 Indemnification process. The party seeking indemnification must promptly notify the other in writing, let the indemnifying party control the defense and settlement, and reasonably cooperate. No settlement that admits fault or imposes obligations on the indemnified party may be made without its consent, which will not be unreasonably withheld.

10.11 Suspension. We may suspend all or part of the services, with notice when practicable: (a) for nonpayment, as described in Section 5.4; (b) if your use violates the law or these Terms, or threatens the security or operation of the services or our providers; or (c) if a carrier, provider, or government authority requires it. We will restore the services promptly once the reason for suspension is resolved.

10.12 Termination by us. We may end your plan if you materially breach these Terms and do not cure the breach within 30 days after written notice, or immediately if you use the services unlawfully or become insolvent. If we end your plan for your breach, unpaid amounts and the early-termination fee in Section 5.2 become due.

10.13 Governing law and venue. Arizona law governs these Terms, without regard to conflict-of-law rules. Any court proceeding permitted by Section 10.14 will be brought in the state or federal courts located in Maricopa County, Arizona, and both parties consent to those courts.

10.14 Dispute resolution. Before starting any proceeding, a party must give the other written notice of the dispute, and the parties will try in good faith to resolve it within 30 days. If they cannot, either party may request mediation in Maricopa County, with costs split equally. If the dispute is not resolved within 60 days after mediation is requested, it will be decided by binding arbitration in Phoenix, Arizona, before a single arbitrator under the Commercial Arbitration Rules of the American Arbitration Association. Disputes will be resolved only on an individual basis, not as a class or representative action. Either party may instead bring a claim in small claims court, either party may ask a court for urgent relief to protect confidential information or intellectual property, and we may bring an action in court to collect unpaid amounts.

10.15 Changes to these Terms. We may update these Terms by giving you at least 30 days’ written notice. Changes that materially reduce your rights or increase your costs will apply to you starting with your next renewal term, unless the law requires them sooner. Other changes take effect at the end of the 30-day notice period.

10.16 Notices. We will send notices to the email address in your order form, and you may send notices to the email address in Section 11. Email notices are effective when sent, unless returned as undeliverable. Notices of breach, termination, non-renewal, or a dispute must also be sent by certified mail or a tracked courier to the addresses in your order form or Section 11, and are effective on delivery.

10.17 General. You may not assign these Terms without our written consent; we may assign them to a successor to our business. Neither party is liable for delays caused by events beyond its reasonable control, such as carrier outages, provider failures, or natural disasters, except for payment obligations. The parties are independent contractors. A failure to enforce a provision is not a waiver. If any provision is unenforceable, the rest remain in effect. Sections 5, 8, and 10, and any amounts owed, survive termination.

11. Contact

Questions about these Terms may be sent to:

Partners On The Line LLC

Email: support@partnersontheline.com

Phone: (602) 878-3167

Mailing address: c/o Northwest Registered Agent LLC, 4539 N 22nd St, Ste N, Phoenix, AZ 85016