Effective date: July 29, 2026 · Version: 1.0
These Terms of Service (the “Terms”) are an agreement between Charlotte AI, Inc. (“Charlotte,” “we,” “us”) and the business that creates an account (the “Customer,” “you”). They govern your use of the Charlotte AI phone receptionist platform, including our websites, provisioned phone numbers, messaging, integrations, and the admin portal (together, the “Service”). By creating an account, checking the acceptance box at signup, or using the Service, you accept these Terms. If you accept on behalf of a company, you represent that you have authority to bind it.
The Service is built for businesses. It is not offered to consumers or to anyone under 18.
1. What the Service is
Charlotte is an AI receptionist for home-service businesses. When you forward your business line to the phone number we provision for you, Charlotte answers your calls 24/7, triages them, books qualified jobs into your connected CRM (Jobber today; additional CRMs as they roll out) or an email-based workflow if you don’t run a CRM, transfers urgent calls to you live, and — on plans that include it — sends and receives text messages on your behalf (appointment and callback confirmations, status updates, and similar service messages) and sends you operational digests.
Charlotte is an automated, AI-generated voice. Every call begins with a spoken disclosure that the caller is speaking with an AI assistant and that the call is recorded. This disclosure is a compliance feature of the Service; you must not ask us to remove it, and we will not.
2. Your account
You agree to provide accurate business information (including your trade, service area, and business phone number) and to keep it current. You are responsible for activity under your account and for keeping your sign-in credentials secure. We may review new accounts before activating service and may decline or limit accounts in markets or trades we don’t yet serve.
3. Trial, fees, and billing
- Free trial. New accounts start with a 14-day free trial. A payment method is collected at checkout, and your first charge occurs no earlier than day 15 — your trial runs from the day Charlotte goes live for your account.
- Subscription. After the trial, the Service is billed monthly, in advance, at the plan price published at charlotte.ai/pricing. Plans are month-to-month. There are no long-term contracts.
- Cancellation. You may cancel at any time from the admin portal or by emailing hello@charlotte.ai. Cancellation takes effect at the end of the current billing period; we do not charge cancellation fees. Except where the refund guarantee in Section 5 applies, fees already paid are non-refundable.
- Usage allowances and metered fees. Each plan includes a bundled allowance of voice call-minutes (300, 1,500, or 4,000 depending on plan), with published per-minute rates for usage beyond the allowance ($0.12, $0.10, or $0.08 per extra minute by plan). Metered overage is not currently billed. If we activate overage billing, we will give you at least 14 days’ advance notice, it will apply only to billing periods that begin after activation (never retroactively), and overage will be itemized separately on your invoice.
- Price changes. We may change plan prices with at least 30 days’ notice; changes apply from your next billing period after the notice period.
- Payment processing and taxes. Payments are processed by Stripe; we do not store your card number. Prices exclude applicable taxes, which we collect where required. If a payment fails, we may retry it and, after notice, suspend the Service until the balance is settled.
4. Service levels and fallback
We operate the Service with commercially reasonable skill and care, but we do not promise uninterrupted availability, and no service credits apply at these plan tiers. Telephone networks, carriers, and third-party providers can fail in ways outside our control. Call forwarding remains under your control at your carrier — if you ever want calls to stop routing to Charlotte, disabling forwarding takes effect immediately, and we recommend keeping a fallback (such as your carrier voicemail) configured.
5. 60-day recovered-revenue guarantee
If Charlotte hasn't recovered enough revenue to cover her subscription fees in your first 60 days of paid service, we refund those fees — up to two monthly cycles.
The guarantee window is the 60 calendar days beginning on your first paid invoice (the free trial is excluded). “Recovered revenue” is measured by the same outcome-attribution ledger that powers your weekly missed-revenue digest — the figure you see each week is the figure we measure against. Refunds cover base subscription fees actually paid during the window (not metered usage fees, if any), are capped at two monthly billing cycles, and are issued to your original payment method. To request one, email hello@charlotte.ai within 14 days after your 60-day window ends. The guarantee does not apply if calls were never routed to Charlotte (for example, forwarding was never set up or the Service was disabled), if the account shows abuse or bad-faith use, or if the same fees are already the subject of a payment dispute. This guarantee — not Section 12’s general limitations — is your remedy for revenue Charlotte did not recover.
6. Your responsibilities
You agree to:
- Use the Service lawfully and only for your own business’s inbound calls and customer communications.
- Keep required consents. You authorize Charlotte to answer calls forwarded from your business line, to record and transcribe those calls with the built-in disclosure, and to send service-related texts to your callers on your behalf. Where you direct outbound messages to a contact list (for example seasonal reminders or review requests, on plans that include them), you are responsible for having any consent the law requires for those contacts, and you must honor opt-outs. Charlotte enforces text-message opt-outs (STOP) automatically and will not send customer texts without a recorded consent basis; see our SMS Terms.
- Not defeat compliance features — including the AI/recording disclosure, opt-out handling, and consent gates.
- Not misuse the platform — no unlawful, deceptive, or harassing campaigns; no calls or messages unrelated to your business; no attempts to probe, overload, or reverse-engineer the Service; no reselling the Service without our written agreement.
- Not route regulated health information through the Service. Charlotte is built for the trades; it is not designed for protected health information, and we do not sign HIPAA business-associate agreements.
- Provide carrier-registration details when asked. US carriers require sender registration for business calling and texting; you’ll provide the business details we reasonably need to register and maintain your traffic.
7. Phone numbers and forwarding
Your published business number stays yours, on your carrier account, at all times — Charlotte works by receiving calls you forward to a number we provision from our carrier inventory. If you cancel, you disable forwarding and your calls immediately return to wherever you point them. Numbers we provision remain part of our inventory; if you have separately published a Charlotte-provisioned number and later need it, contact us and we will work with you on porting options where carrier rules allow.
8. Your data
- You own your data. Call recordings, transcripts, customer records, job details, and other data processed for your account (“Customer Data”) belong to you. You grant us the rights needed to host, process, transmit, and display Customer Data solely to provide and support the Service and to meet our legal obligations.
- We do not sell Customer Data, and we do not use it to train AI models. Our AI providers process your calls and messages to serve your account under contracts that restrict their use of the data.
- Export and deletion. You can request a full export of your data at any time (a machine-readable archive of your records plus your call recordings) and request deletion of individual recordings. On account deletion, data is soft-deleted immediately and purged after a 30-day recovery window, subject to the retention schedule in our Privacy Policy (for example, audit and billing records we must keep longer).
- De-identified data. We may use data that has been aggregated and de-identified — so that it does not identify you, your customers, or any person, and never includes verbatim caller utterances — to operate, benchmark, and improve the Service and to publish industry research.
- Privacy. Our Privacy Policy explains what we collect and how we handle it, including call recording and our state-by-state recording disclosure posture and BIPA notice.
9. Third-party services
The Service interoperates with third-party products you choose to connect — your CRM (for example Jobber, Housecall Pro, or ServiceTitan), your phone carrier, and your payment method. Your use of those products is governed by their terms, and we access them only through the authorization you grant (which you can revoke). We are not responsible for third-party products, and an outage or change on their side may limit features that depend on them.
10. AI output — what you should expect
Charlotte uses artificial intelligence to hold conversations, transcribe audio, and structure bookings. AI makes mistakes: it can mis-hear a caller, mis-transcribe a detail, book a job with wrong parameters, misclassify urgency, or occasionally fail to answer. You are responsible for reviewing bookings and transcripts and for how you act on them. The Service provides no professional, safety, or trade advice to callers — your business remains responsible for its own service protocols.
11. Intellectual property
We own the Service, including its software, models’ configurations, prompts, designs, and documentation. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service for your business during your subscription. If you send us feedback or suggestions, we may use them without obligation to you.
12. Disclaimers and limits on liability
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 DO NOT WARRANT THAT EVERY CALL WILL BE ANSWERED, EVERY TRANSCRIPT WILL BE ACCURATE, OR EVERY BOOKABLE JOB WILL BE BOOKED.
TO THE FULLEST EXTENT PERMITTED BY LAW: (A) NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, OR BUSINESS OPPORTUNITIES (INCLUDING REVENUE FROM CALLS THE SERVICE DID NOT CAPTURE, FOR WHICH SECTION 5 IS YOUR EXCLUSIVE REMEDY); AND (B) EACH PARTY’S TOTAL LIABILITY ARISING OUT OF THE SERVICE OR THESE TERMS IS CAPPED AT THE AMOUNTS YOU PAID US FOR THE SERVICE IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO LIABILITY. THESE LIMITS DO NOT APPLY TO YOUR PAYMENT OBLIGATIONS, EITHER PARTY’S WILLFUL MISCONDUCT, OR YOUR BREACH OF SECTION 6, AND DO NOT LIMIT LIABILITY THAT CANNOT BE LIMITED BY LAW.
13. Indemnification
You will defend and indemnify Charlotte against third-party claims arising from (a) your business’s services to your own customers, (b) content, contact lists, or campaigns you direct through the Service, or (c) your breach of Section 6 (including consent obligations to your contacts) — except to the extent a claim arises from our failure to operate the compliance features we promise in these Terms.
14. Suspension and termination
Either of us may end the subscription as described in Section 3. We may suspend the Service (with notice where practicable) for non-payment, for a security or legal risk, or for material breach of these Terms, and may terminate for a breach that isn’t cured within 15 days of notice. After termination, forwarding control remains yours (Section 7), your data-export rights remain available for 30 days (Section 8), and Sections 8 and 11–17 survive.
15. Changes to the Service and to these Terms
We improve the Service continuously and may add, change, or retire features — if a change materially reduces the core receptionist functionality you pay for, you may cancel and receive a pro-rated refund of prepaid fees for the remainder of the period. We may update these Terms; for material updates we will notify you (email or in-product) at least 30 days before they take effect, and we may ask you to re-accept the updated version. Each version of these Terms carries a version tag, and your acceptance at signup is recorded. If you do not agree to an update, cancel before its effective date; continued use after that date is acceptance.
16. Governing law and disputes
These Terms are governed by the laws of the State of Delaware, excluding its conflict-of-law rules. The state and federal courts located in Delaware have exclusive jurisdiction over disputes arising out of these Terms or the Service, and each party consents to their jurisdiction. Either party may instead bring an individual claim in small-claims court where jurisdiction allows, and either party may seek injunctive relief for misuse of the Service or intellectual property in any court of competent jurisdiction.
17. General
These Terms (with the order form or signup plan selection, the Privacy Policy, the SMS Terms, and the refund guarantee terms referenced in Section 5) are the entire agreement between us about the Service and supersede prior discussions. If any provision is unenforceable, the rest remain in effect; a failure to enforce is not a waiver. You may not assign these Terms without our consent, except to a successor of your business; we may assign them in connection with a merger, acquisition, or sale of assets. Neither party is liable for delay or failure caused by events beyond its reasonable control. We may send notices to your account email; you consent to receiving notices and records electronically. Send legal notices to hello@charlotte.ai.
18. Contact
Charlotte AI, Inc. · hello@charlotte.ai · charlotte.ai