These Terms of Service ("Terms") govern your use of the Pivot Assist website, dashboard, and AI phone answering service (collectively, the "Service"), provided by Pivot Assist LLC ("Pivot Assist," "we," "us"). By creating an account or using the Service you agree to these Terms.
1. Eligibility and accounts
You must be at least 18 years old and have the authority to bind the business you represent. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account.
2. The Service
The Service answers inbound phone calls, books appointments, and transfers calls to humans according to the configuration you set. We may add, change, or remove features over time. We will provide reasonable notice for material changes that adversely affect you.
3. Your responsibilities
- You are responsible for the accuracy of the business information you configure (hours, pricing, FAQs, transfer numbers, etc.)
- You will comply with all applicable laws, including telemarketing, recording-consent, and consumer-protection laws
- You will not use the Service for unlawful, harassing, deceptive, or abusive purposes, and you will not attempt to bypass usage limits or security controls
- You are responsible for the conduct of any users you authorize to access your account
4. Fees and billing
Paid plans renew automatically on the cadence selected at signup until cancelled. Fees are charged in advance. If you purchase Guided Setup, its one-time setup fee is non-refundable. Your first monthly fee is covered by a 30-day money-back guarantee — if you cancel within 30 days of your first paid month, we refund that month in full. After that, fees for the current billing period are not prorated or refunded on cancellation, except where a refund is required by law. Usage beyond your plan is billed at the overage rate published in your dashboard. Calls the Service identifies as spam, robocalls or silent calls, and calls the Service fails to connect, are not counted toward your plan minutes. We will give you at least 30 days' notice by email before any increase to your plan price or overage rate takes effect.
5. Free trial
If you enroll in a free trial, you may use the Service for the trial period without charge. We may require payment information at trial signup and will charge you when the trial ends unless you cancel before then.
6. Customer data and ownership
You retain ownership of the configuration data, call recordings, transcripts, and other content associated with your account ("Customer Data"). You grant us a limited license to use Customer Data only to provide, operate, maintain, and secure the Service for you. We do not use call recordings, transcripts, or other call content to train or improve AI models, and we do not sell Customer Data. We may use usage data that does not include call content, such as call counts and durations, to improve the Service.
7. Acceptable use
You may not use the Service to make outbound robocalls without consent, to impersonate any person, to harass or defraud, to violate intellectual-property rights, or to circumvent any security or authentication measure. Your use of the Service is also subject to our Acceptable Use Policy, which is part of these Terms. We may suspend or terminate accounts that violate these Terms or the Acceptable Use Policy.
8. Disclaimers
The Service is provided "as is" and "as available." We do not warrant that the Service will be uninterrupted, error-free, or secure, and we disclaim all implied warranties to the maximum extent permitted by law. Voice AI may occasionally produce inaccurate or unexpected output; you are responsible for any business decisions made on the basis of Service output.
9. Limitation of liability
To the maximum extent permitted by law, Pivot Assist will not be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits or revenues. Our aggregate liability for any claim relating to the Service is limited to the fees you paid us in the twelve months before the claim arose.
10. Indemnity
You agree to defend, indemnify, and hold us harmless from any claim arising from your use of the Service in violation of these Terms or applicable law, or from your Customer Data.
11. Termination
You may cancel your account at any time from the dashboard. Cancellation takes effect at the end of your current billing period — your service continues until then, and you are not charged again. If you use the 30-day money-back guarantee, your service ends when the refund is issued. We may suspend or terminate your access for material breach of these Terms or failure to pay. On termination, we will delete your Customer Data according to our retention policies.
12. Governing law
These Terms are governed by the laws of the State of California without regard to conflict-of-laws rules. Disputes will be brought in the state or federal courts located in California, and you consent to that jurisdiction.
13. Changes
We may update these Terms from time to time. Material changes will be notified by email or through the dashboard at least 30 days before they take effect.
14. SMS messaging program
Text alerts are optional. If you give us your mobile number and check the text-alerts box — at signup or later in Settings → Integrations — you agree to receive recurring transactional text messages from the Pivot Assist account & service alerts program. Consent is not a condition of creating an account or of using the Service, and you can turn text alerts off in Settings at any time. These messages relate to your account and the operation of your AI receptionist: new leads, transfers that didn't connect, and bookings that weren't completed.
- Message frequency varies based on your account activity and settings, up to 20 messages a day.
- Message and data rates may apply. Check with your mobile carrier for details.
- Reply HELP for help, or contact support@getpivotassist.com.
- Reply STOP at any time to unsubscribe. After you send STOP, we will send a one-time confirmation and then stop sending messages. Reply START to resubscribe.
- Carriers are not liable for delayed or undelivered messages.
- For how we handle your data, see our Privacy Policy.
15. Text messages to people who call you
Separately from the alerts in §14, Pivot Assist runs its own caller-text program, Pivot Assist caller notifications, for people who phone a business that uses the Service. Pivot Assist is the sender, and it sends transactional texts about one booked appointment, written by us from fixed templates, only to a caller who books on the call and says yes when the receptionist asks, with your business's name, “Want me to text you a confirmation now and a reminder the day before? It'll come from Pivot Assist, the booking service for [business name]. Message and data rates may apply.” (where reminders aren't offered: “Want me to text you a confirmation? It'll come from Pivot Assist, the booking service for [business name]. Message and data rates may apply.”): an appointment confirmation, one per booking; if they agreed to it, one reminder the day before; and answers to their replies to that reminder, to confirm, reschedule or cancel. Only a spoken yes counts. No other texts are sent to your callers through this program.
- Consent is never a condition of booking or of any service, and you may not make it one. A caller's yes covers only these Pivot Assist texts: it doesn't permit you, or anyone else, to text that caller.
- Message and data rates may apply. Callers can reply STOP to opt out or HELP for help, or email support@getpivotassist.com.
- A caller who replies to confirm, reschedule or cancel changes that appointment: we update it, move or remove its event on your connected calendar, and email you. Rescheduling offers only times your business hours and calendar show as open.
- You can't write, edit, or send message text through this program: only your business name, your phone number, and appointment dates and times are filled in. If your business name can't be shown safely in a text (for example, it contains a link, a web address, a phone number, or characters a text can't carry), no caller texts are sent for your business.
- Carriers are not liable for delayed or undelivered messages.
- The program's full terms, with the exact spoken offer and an example message, are at Caller Text Messages. How we handle callers' numbers is in our Privacy Policy.
16. Contact
To reach us about these Terms, use our contact form.