Terms of Service

1. Agreement to these Terms

By using the website, creating a portal account or using our services, you agree to these Terms and to our Privacy Policy. If you accept on behalf of a company, you confirm that you have authority to bind it, and you means that company.

Our services are for business use only. If you have a signed services agreement, order form or Business Associate Agreement with us, that document controls where it conflicts with these Terms.

2. Our services

CallBlade provides (a) dedicated teams of human agents for calling, support and back-office work (BPO Services); (b) AI voice agent software that customers build, configure and run themselves (AI Agents); and (c) the portal used to manage both (together, the Services).

BPO Services, including scope, staffing, hourly rates, schedules and billing terms, are governed by the signed services agreement for each engagement.

3. Accounts and security

You must give accurate account information, keep your sign-in credentials confidential, and make sure everyone who uses your account follows these Terms. You are responsible for activity under your account. Tell us promptly at legal@callblade.com if you suspect unauthorized access. We may suspend access to protect the Services or your account.

4. Fees and payment

AI Agents are prepaid through a wallet in the portal and charged at the per-minute rates and other prices shown in the portal at the time of use. A minimum wallet balance is required to start calls. If you turn on auto top-up, you authorize us to charge your saved payment method when your balance falls below the level you choose. Bank (ACH) payments are credited when they settle. Approved accounts may be invoiced on terms we agree in writing.

BPO Services are invoiced as set out in your services agreement and are payable by bank transfer or ACH. BPO Services invoices are prepared weekly from approved timesheets and delivered by email through our accounting provider. Billing disputes must be raised within the dispute period stated in your services agreement.

Prices do not include taxes, which you are responsible for. We may suspend Services for overdue amounts. Wallet balances are refundable only as stated in your agreement or as required by law.

5. Your compliance responsibilities

You are solely responsible for making sure your campaigns, calls, messages and recordings comply with all applicable laws, including the Telephone Consumer Protection Act, the Telemarketing Sales Rule, state telemarketing and call recording laws, do-not-call rules and, where applicable, HIPAA. This includes obtaining any required consent, honoring calling hours, using accurate caller ID and giving any required disclosures, including that a caller is an AI where the law requires it.

We honor do-not-call and stop-calling requests, even if you instruct otherwise, and we may add those numbers to your do-not-call list. We may pause or stop any campaign that we reasonably believe violates the law or these Terms.

6. Acceptable use

You may not use the Services to make calls without legally required consent; to deceive, harass, threaten or defraud anyone; to spoof caller ID; to contact emergency services; to record calls without required consent; to send unlawful content; to interfere with or probe the security of the Services; to copy, reverse engineer or resell the Services without our written permission; or for any unlawful purpose.

7. AI Agents

You design, configure and are responsible for your AI agents, including their prompts, scripts, knowledge base content, behavior and the actions they take through your integrations. AI output can be inaccurate or incomplete, so you should test your agents before using them with the public and monitor their results.

8. Health Mode and protected health information

You may process protected health information (PHI) only through AI agents that have Health Mode turned on, after you accept our Business Associate Agreement. Sending PHI to any other part of the Services is a violation of these Terms, and we may delete it.

9. Your data

You keep ownership of the data you and your contacts provide through the Services (Customer Data). You give us permission to host, process and transmit Customer Data as needed to provide, secure and support the Services, as described in our Privacy Policy. We may use aggregated or de-identified data to operate and improve the Services.

10. Third-party services

The Services rely on third-party providers such as telecommunications carriers, cloud hosting, payment processing and accounting software. Their availability is outside our control, and integrations you connect are also subject to those providers' terms.

11. Our intellectual property

The Services, the portal, our software and our brand are owned by CallBlade and its licensors. We grant you a limited, non-exclusive, non-transferable right to use the Services during your subscription or engagement under these Terms. If you send us feedback, we may use it without obligation to you.

12. Suspension and termination

You may stop using the Services at any time. We may suspend or end your access if you breach these Terms, fail to pay, create legal or security risk, or if required by law. Sections that by their nature should survive termination will survive, including payment obligations, your compliance responsibilities, disclaimers, limitation of liability and indemnification.

13. Disclaimers

Except as stated in a signed agreement, the Services are provided as is and as available. To the fullest extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not guarantee that the Services will be uninterrupted or error-free, or any particular business result.

14. Limitation of liability

To the fullest extent permitted by law, CallBlade will not be liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data. Our total liability for any claim relating to the Services is limited to the fees you paid us for the Services in the 12 months before the claim arose. These limits do not apply to your payment obligations or your indemnification obligations.

15. Indemnification

You will defend and indemnify CallBlade and its personnel against claims, fines, penalties and costs arising from your campaigns, your Customer Data, your AI agent configurations, your violation of these Terms or your violation of any law, including telemarketing, consent and privacy laws.

16. Governing law and disputes

These Terms are governed by the laws of the State of Florida, without regard to its conflict of laws rules. Any dispute will be brought exclusively in the state or federal courts located in Broward County, Florida, and both parties consent to their jurisdiction.

17. Changes to these Terms

We may update these Terms from time to time. We will post the updated Terms on this page with a new date and notify customer account owners by email of material changes. Continued use of the Services after the change takes effect means you accept the updated Terms.

18. Contact us

Questions about these Terms, compliance concerns and legal notices: legal@callblade.com.