Terms of Service

1. Who these terms are between

These Terms of Service (the "Terms") are a binding agreement between Mad Llama Studio Ltd. (which operates the CrewAnswer service) and the organization on whose behalf an account is created (the "Customer," "you," or "your"). The individual who accepts these Terms represents that they are authorized to bind the Customer. You acknowledge and agree that you are entering into this agreement for business purposes and not as a consumer. Our Privacy Policy and, where applicable, our Data Processing Addendum are part of these Terms.

2. The service

CrewAnswer provides AI phone answering, intake scripts, call summaries and transcripts, routing, dashboard review, billing statements, and related setup tools for business phone workflows. You remain responsible for the scripts you approve, your escalation and fallback contacts, the notices you give callers, and for deciding whether CrewAnswer is suitable for a given workflow. We may add, change, or remove features over time, and we improve the service continuously.

4. 911 and emergency use

CrewAnswer is not a 911, E911, or other emergency service and is not a replacement for an emergency line, public safety answering point, alarm dispatch service, or monitored emergency workflow. Do not configure a CrewAnswer number as a line from which 911 or any emergency number may be dialed. You must keep any emergency instructions, signage, call forwarding, and caller education separate from CrewAnswer numbers and workflows.

5. Recording and caller notice

CrewAnswer records calls, and the default greeting discloses that the call may be recorded. Call-recording and consent laws vary by jurisdiction: some places allow one-party consent, while some US states (for example, California, Florida, Illinois, Pennsylvania, and Washington) and other jurisdictions require the consent of all parties to the call. In Canada, one-party consent may avoid the Criminal Code s. 184 interception offence, but avoiding that criminal offence is not the same as having a lawful basis to collect a caller's personal information under privacy law. You are responsible for: (a) maintaining an appropriate recording disclosure if you change the greeting or script; (b) obtaining any consent required by the recording, wiretap, or privacy laws that apply to each caller's state, province, or jurisdiction, including all-party-consent requirements where they apply; and (c) obtaining any privacy-law consent required to collect and process caller personal information. You are the party responsible for caller notice and consent for your use of the service.

6. Regulated and high-risk workflows

CrewAnswer is not PHIPA-certified or HIPAA-certified. Clinic and other regulated intake must be administrative only — for example, collecting contact details, appointment intent, callback preference, and non-clinical routing. You must not use CrewAnswer for diagnosis, medical, legal, or financial advice, crisis intervention, controlled-substance decisions, or other workflows that require a licensed professional to act in real time. Legal review remains your responsibility before using CrewAnswer in any regulated or high-risk workflow.

7. Your account and acceptable use

You are responsible for your account, your users, and the security of your credentials. You agree not to use CrewAnswer to:

You must keep your fallback contacts current and monitor call outcomes so that urgent callers are handled by your team when escalation is required.

• operate an emergency dispatch, deceptive calling, unlawful surveillance, spam, harassment, or fraud workflow, or to bypass consent requirements;
• submit unlawful content, highly sensitive records outside an approved workflow, credentials, payment-card numbers in free text, or caller data you are not permitted to process; or
• interfere with, overload, reverse-engineer, or circumvent the service, its security, or its usage limits.

8. Plans, billing, and automatic renewal

8.1 Plans and currency. Plans are month-to-month and billed in US dollars. There is no long-term contract, no required setup fee, and no per-minute charge.

8.2 Automatic renewal and your authorization. When you subscribe, you authorize CrewAnswer and our authorized payment processor to charge your payment method on file the then-current plan fee, plus any usage charges described below, automatically at the start of each monthly billing period until you cancel. The checkout consent states: "I agree to the current Terms of Service, Privacy Policy, and Data Processing Addendum, including recurring monthly billing until cancellation." We will send a receipt after each charge and a reminder before each renewal. You can see your plan, usage, and renewal date, and cancel, at any time from your billing settings.

8.3 What's billable. A call is billable when CrewAnswer answers and either the caller stays at least 10 seconds after the greeting or CrewAnswer performs an approved workflow action on your behalf. Spam, sub-10-second hang-ups, degraded backup calls, and onboarding test calls are not billed. Usage above your plan's included calls is billed at your plan's overage rate.

8.4 Spend controls. Your overage is capped by default at US$250 per billing cycle, and you can set that cap anywhere from US$0 to US$2,000 in your settings. You can remove calls from your bill yourself, up to 10% of a billing cycle; larger adjustments may go to a quick support review.

8.5 Taxes. Fees are exclusive of taxes; you are responsible for any applicable sales, use, or similar taxes, except taxes on our income.

8.6 Failed payments. If a charge fails, we may retry it and notify you. We may suspend service for non-payment after reasonable notice, and you remain responsible for amounts owed for service already provided.

9. Cancelling

You can cancel your subscription at any time, in one step, from your online billing settings, without contacting support and without a retention call. When you cancel, your receptionist keeps answering through the end of the current paid period, and you are not charged for the next period. Cancelling stops future renewals; it does not by itself refund the current period (see Section 10).

10. Refunds and billing concerns

Except where a refund is required by applicable law, the current paid period is non-refundable, and your receptionist answers through the end of it. We may issue credits or refunds as a goodwill gesture at our discretion, but we are not obligated to do so except where required by applicable law. If you have any concern about a charge, please contact us at [email protected] first — we aim to respond within one business day and to resolve legitimate billing issues quickly, including through the self-serve credit tools in your account. If you believe a charge is an error, contacting us first is almost always the fastest path to a fix. Nothing in this section waives any right you have under applicable law or your card network's rules; it asks only that you give us the chance to help before initiating a chargeback, and — if a chargeback is filed — you agree to cooperate reasonably with us to resolve it, and we will cooperate with you.

11. Warranties and disclaimer

EXCEPT AS EXPRESSLY STATED IN THESE TERMS, CREWANSWER IS PROVIDED "AS IS" AND "WITH ALL FAULTS," AND WE DISCLAIM ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. We do not warrant that the service will be uninterrupted, error-free, or that it will answer, route, transcribe, or summarize every call correctly, or that it is suitable for any particular workflow. AI can make mistakes. You are responsible for evaluating whether CrewAnswer is appropriate for your use, for reviewing the service's outputs — such as call summaries, transcripts, and routing decisions — before relying on them, for any decision you make based on them, and for maintaining your own fallback and escalation paths. You use the service, and rely on its outputs, at your own discretion and risk. Some jurisdictions do not allow the exclusion of certain warranties, so parts of this section may not apply to you.

12. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

(a) No indirect damages. 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 business, or lost or corrupted data, arising out of or relating to the service or these Terms, even if advised of the possibility.

(b) Liability cap. Each party's total aggregate liability arising out of or relating to these Terms will not exceed the total fees you paid to CrewAnswer for the service in the twelve (12) months before the event giving rise to the liability.

(c) What the caps do not limit. The limitations in (a) and (b) do not apply to: (i) your obligation to pay fees for service provided; (ii) either party's liability for its own fraud or willful misconduct; (iii) your indemnification obligations under Section 13; or (iv) any liability that applicable law does not permit to be excluded or limited. For clarity, nothing in these Terms limits or excludes CrewAnswer's liability where the law prohibits doing so.

(d) Our indemnity stays capped. For clarity, CrewAnswer's own indemnification obligation under Section 13 (intellectual-property infringement) remains subject to both the exclusion of indirect damages in (a) and the liability cap in (b); it is not an uncapped obligation.

(e) Time limit to bring a claim. Any claim or cause of action you have arising out of or relating to the service or these Terms must be commenced within one (1) year after the event giving rise to it; after that, it is permanently barred, to the fullest extent permitted by applicable law.

(f) Basis of the bargain. The disclaimers in Section 11 and the limitations in this Section 12 are a fundamental part of the agreement between you and CrewAnswer and are reflected in our pricing; they apply even if a limited remedy fails of its essential purpose.

13. Indemnification

13.1 Your indemnity. You will defend and indemnify CrewAnswer against third-party claims arising from: (a) your scripts, content, and configuration; (b) your use of the service in violation of these Terms or law; (c) your failure to give callers any legally required notice or to obtain any legally required consent; (d) any claim by a caller, regulator, or other third party arising from the recording, transcription, or handling of calls under your configuration, including under wiretap, call-recording, anti-spam (such as CASL or the US TCPA), or telemarketing law; and (e) data you were not permitted to process.

13.2 Our indemnity. CrewAnswer will defend and indemnify you against third-party claims that the CrewAnswer service, as provided by us and used in accordance with these Terms, infringes that third party's intellectual-property rights. If the service is or may become subject to such a claim, CrewAnswer may, at its option, (i) procure the right for you to keep using the service, (ii) modify the service so it is non-infringing, or (iii) terminate the affected service and refund any prepaid, unused fees. This Section 13.2 is CrewAnswer's sole liability, and your sole and exclusive remedy, for intellectual-property infringement. Our indemnity does not apply to claims arising from: your scripts, content, or configuration; combination of the service with anything CrewAnswer did not provide; modification of the service; or your use after we notify you to stop.

13.3 Procedure. Each party's indemnity is conditioned on the indemnified party giving prompt notice, providing reasonable cooperation, and allowing the indemnifying party to control the defense (with the indemnified party's consent, not to be unreasonably withheld, to any settlement that imposes a non-monetary obligation on it).

14. Suspension and changes to the service or terms

We may suspend or limit the service to protect callers, customers, service providers, the platform, or legal compliance, using reasonable notice where practicable. CrewAnswer may review and update these Terms, the Privacy Policy, and any applicable Data Processing Addendum at its discretion. The latest versions are always available at Terms of Service, Privacy Policy, and Data Processing Addendum, or by contacting [email protected] or [email protected]. When we make a material change, we will post the updated Terms with a new effective date and, where appropriate, notify you. Changes are not retroactive. If you don't agree to a material change, your remedy is to stop using the service and cancel before the change takes effect for you.

15. Governing law and resolving disputes

15.1 Talk to us first. Most issues are resolved fastest by contacting us. Before starting a formal proceeding, you agree to contact us at [email protected] with a description of the issue and to give us at least 30 days to resolve it in good faith.

15.2 Governing law and venue. These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable there, without regard to conflict-of-laws rules. You and CrewAnswer submit to the jurisdiction of the courts located in British Columbia, Canada for any dispute not resolved informally, and you agree not to object to that venue on the basis of inconvenient forum. Because you contract as a business and not as a consumer, you agree, to the fullest extent permitted by law, that this choice of law and venue applies to you and you will not assert consumer-protection defenses reserved to consumers. To the extent a court declines to enforce the chosen venue as exclusive, the parties submit to the non-exclusive jurisdiction of the British Columbia courts. This section does not override any mandatory local-law right of a Québec-resident party or any other party that applicable law does not permit to be waived.

15.3 No mandatory arbitration. These Terms do not require arbitration and do not waive your right to participate in proceedings available to you by law.

16. General

Assignment. You may not assign these Terms without our consent, except to a successor of your business; we may assign to an affiliate or in connection with a merger, acquisition, or sale of assets. Entire agreement. These Terms, the Privacy Policy, and any applicable Data Processing Addendum are the entire agreement between you and CrewAnswer about the service and supersede prior discussions. Severability and waiver. If any provision is unenforceable, the rest remains in effect, and a failure to enforce a provision is not a waiver. Force majeure. Neither party is liable for delays or failures caused by events beyond its reasonable control. Notices. We may give you notice by email or in-product; you may give us notice at [email protected]. No third-party beneficiaries. These Terms are for the benefit of you and CrewAnswer only and create no rights or remedies for any other person. Relationship. The parties are independent contractors; these Terms create no partnership, agency, or employment relationship.

Contact: [email protected] (legal and notices) · [email protected] (billing) · [email protected] (privacy)

Mad Llama Studio Ltd. (operating CrewAnswer) · Suite 1500, 701 West Georgia Street, Vancouver, BC, Canada · notices to [email protected]