Terms of Service

Last Updated: November 11, 2026

Part A: General Terms

These General Terms apply to all services provided by Jill’s Office, LLC (“Jill’s Office,” “we,” “us,” or “our”), including the Answering Service, AI Call Handling Services (including AI Assist and AI Only), the AI Answer plan, Live Web Chat Services, SMS/Text Services, Appointment Scheduling & Dispatching, AI-Generated Call Summaries, Lead Zap Speed-to-Lead Routing, Administrative Services, and the Software/App (collectively, the “Services”). Part B contains additional terms specific to each Service. In the event of a conflict between Part A and a Part B provision for a specific Service, the Part B provision controls for that Service.

1. Welcome to the Jill’s Office Family

These Terms of Service (“Agreement”) govern your use of all Jill’s Office Services. Please read this Agreement carefully. By accepting this Agreement, you are bound by its conditions, including provisions covering: the duration of this Agreement; license (not ownership) of our software; your rights to refuse or cancel; our rights to limit or end Service; limitations of liability and privacy; and how disputes are handled, including arbitration. This Agreement begins when you sign up for Service and accept this Agreement as described in Section 3, and continues until all of your Services are canceled under Section 5 (or, for the AI Answer plan, Section 36.6) or terminated under Section 12.

This Agreement, and the Jill’s Office website, are directed to our clients and prospective clients. They are not directed to, and do not create any contractual relationship with, your own customers, callers, or website visitors, who interact with Jill’s Office solely as a service provider acting on your behalf, as described further in Part B, Section 26.

2. Services Covered and Your Plan

2.1 Services Covered. This Agreement applies to each Service you subscribe to, as described in Part B.

2.2 Your Rate Plan. The weekly, monthly, annual, or prepaid monthly subscription rate plan (including the AI Answer plan described in Section 36) and the specific Services you select are part of this Agreement. Where any term of your selected plan expressly conflicts with this Agreement, the term of your plan controls.

2.3 Order Form and Checkout. After selecting your Rate Plan and completing our company information intake, you will complete an Order Form during checkout, at which time your Setup Fee (or, if you have opted into the Annual Plan, your Annual Account Fee) is charged. If you have selected the AI Answer plan, no Setup Fee applies, and your prorated subscription fee for the remainder of the current calendar month is charged at checkout instead, as described in Section 36. Your Order Form confirms the Rate Plan and Services you have selected, authorizes payment, and is part of this Agreement together with your Rate Plan.

3. Acceptance of This Agreement

This Agreement begins when you do any of the following to indicate acceptance: complete an Order Form; activate a Service; provide a written or electronic signature indicating acceptance; or tell us electronically that you accept. If you do not wish to accept this Agreement, do not take any of these actions.

4. Onboarding

4.1 Thirty Days to Onboard. Call, text, and/or AI-configuration instructions and onboarding must be completed within 30 days of activation. If onboarding is not completed within 30 days, your account will be canceled and removed from our system. Reactivating a canceled account, signing up again after cancellation, or opening any additional account requires payment of a new Setup Fee, unless the account is instead placed on hold for $9.95/month. This Section 4.1 does not apply to the AI Answer plan, which is governed by Section 36.

4.2 AI Assist Enrollment. AI Assist (described in Section 35) is enabled on your account by default, using the Jills First setting described in Section 35.2, unless you decline it in your call instructions or during onboarding. If you are an existing client selected for enrollment in AI Assist, we will notify you before AI Assist is enabled on your account, and you may opt out before it goes live. You may turn AI Assist off at any time as described in Section 35.3. AI-handled time is billed at the AI rate described in Section 6.2.

4.3 HIPAA Clients. Notwithstanding Section 4.2, if you are subject to HIPAA, no AI feature, including AI Assist and AI Summaries, will be enabled on your account unless you affirmatively opt in and a Business Associate Agreement is in place, as described in Section 27.7. You must identify yourself as a HIPAA-covered entity or business associate during onboarding.

5. Cancellation

5.1 Service Cancellation. If you wish to cancel a Service, you must request a cancellation form from your account manager and submit the completed form. Your account will not be canceled until the completed form is received by Jill’s Office. We typically process a completed cancellation form within one business day of receipt. You will receive a final bill detailing all charges and credits. Cancellations are effective upon our processing of your completed cancellation form; however, we do not bill for partial billing periods, so you will be charged your full Account Fee for the weekly, monthly, or annual billing period (as applicable to your plan) in which cancellation occurs. Cancellation of the AI Answer plan is governed by Section 36.6.

5.2 Annual Plans. The Annual Account Fee is non-refundable, except in the two narrow circumstances described in our Billing & Refund Policy (Section 2.3): where it is determined during onboarding that Jill’s Office cannot perform the Services you subscribed to, or where, within 3 days of onboarding, it is determined that your phone system cannot forward calls to our system and you choose to cancel your subscription for that reason. Outside of those two exceptions, if you cancel your Service at any point during the annual period, including in the middle of the period, no portion of the prepaid Annual Account Fee will be refunded or credited, regardless of how much of the annual period remains at the time of cancellation. If you fail to complete onboarding within 30 days as described in Section 4.1, your account will be canceled as described above, and any Account Fees already paid — whether billed weekly, monthly, or as the Annual Account Fee — will be treated as non-refundable unless one of the two exceptions above applies. This cancellation and non-refund policy exists to prevent extended billing on an account that was never activated for use, since functionality is limited without completed onboarding. Prepaid fees for the AI Answer plan are non-refundable as described in Section 36.5.

5.3 Data Retention and Deletion. You retain access to the Portal (described in Section 33.1) until your cancellation is processed, and you are solely responsible for downloading and exporting any call recordings, transcripts, AI Summaries, texts, chat logs, or other account data you wish to retain. Because cancellation is typically processed within one business day of receipt, we strongly recommend that you export all data you wish to keep before submitting your cancellation form. Once your cancellation is processed and your Services are terminated, your access to the Portal, and to any data, information, or content contained within it, is immediately and permanently revoked. For the AI Answer plan, access continues until the end of the prepaid calendar month, as described in Section 36.6. We do not retain your account data beyond the end of our business relationship with you, except where we are required by applicable law to retain specific data for a longer period, in which case we will retain only that data for only as long as legally required. Call data used to improve our AI systems under Section 27.5 is not kept in our databases after your cancellation. Our AI systems may retain generalized improvements in how they respond to situations, but not any client- or caller-specific details. We cannot guarantee the availability of any data after your access is terminated, and we are not obligated to retrieve, export, or provide copies of data you did not download before termination, except as described in Section 27.7 (HIPAA and Protected Health Information) for clients covered by a Business Associate Agreement.

6. Charges and Fees

There is a fee associated with beginning Service and there may be a fee associated with reactivating Service. Except for the AI Answer plan (Section 36), a new Setup Fee applies each time you sign up for Service — whether this is your first time signing up, you are signing up again after a prior cancellation, or you are opening a second, third, or additional account — as described in Section 4.1. Usage charges vary depending on the Services selected and are described further in Part B for each Service.

Except for the AI Answer plan, which is billed on a calendar-month basis as described in Section 36, the following billing schedule applies. As described further in our Billing & Refund Policy, your first billing period begins on the first Monday following your sign-up date, and your first invoice for that period is sent on the second Monday following your sign-up date. This schedule applies to your Account Fee, which covers your account and the software we set up for you upon sign-up. You will be charged your Account Fee for each billing period starting with your first billing period, even if you have not yet completed onboarding. You will begin being charged usage fees once you complete onboarding and start using our Services, meaning once Jill’s Office begins receiving calls, texts, or chats on your individual number, as described in Section 6.2. You always owe the Account Fee for each billing period, and you additionally owe usage fees only for the usage that actually occurs on your number.

6.1 Taxes, Fees, and Assessments. You are responsible for all applicable sales, use, and other taxes, surcharges, and assessments associated with your Services, which will be included on your bill and may change from time to time without advance notice where required by law. We may also charge reasonable administrative fees to recover the cost of complying with applicable regulatory requirements. Customers eligible for a tax exemption must provide a verifiable, valid, and properly executed tax-exempt certificate; any exemption applies only from the date we receive and verify the certificate.

6.2 How We Calculate Your Bill for Voice Services. Your bill reflects the fees and charges in effect for your plan at the time incurred. For inbound calls handled by a live agent, minutes are calculated starting when the live agent answers the call and ending when the call and its associated note or summary are completed. For outbound calls, including calls placed through Lead Zap, minutes are calculated starting when our live agent initiates the dial and ending when the call and its associated note or summary are completed. Outbound calls are placed only by live agents; our AI Call Handling Services do not place outbound calls. We only bill for an outbound call if the lead answers or we are able to leave a voicemail; an outbound call that goes unanswered with no voicemail left is not billed. We do not charge for calls under 15 seconds. Calls lasting more than 15 seconds but less than one minute are billed for the full first minute; calls are billed in 15-second increments thereafter. Total billable minutes for each billing period are rounded up to the nearest whole minute. If a caller disconnects while waiting to be answered, our live agents may call or text them back; you may request that we not call back callers who disconnect during the queue. Callbacks are not made by AI Call Handling Services and are not available on AI Only or the AI Answer plan. Callback attempts follow the same billing rules as any other call.

6.2.1 AI-Handled Time. Time during which an inbound call is handled by an AI Call Handling Service, including AI Assist and AI Only, is billed at $0.75 per minute and appears as a separate line item on your invoice. AI-handled time is calculated from when the AI Call Handling Service answers the call until it ends the call or completes a transfer to a live agent. The 15-second minimum in Section 6.2 applies to the call as a whole, with any AI-handled and live-agent portions combined. Unlike live-agent time, AI-handled time is not billed in 15-second increments; it is billed for the exact time used, and total AI-handled time for each billing period is rounded up to the nearest whole minute on your invoice. The AI Summary for the AI-handled portion of a call is included in the $0.75 rate and is not billed separately. If an AI Call Handling Service transfers a call to a live agent, the AI-handled portion is billed at $0.75 per minute, and the live-agent portion is billed at your standard call rate under Section 6.2, plus the AI Summary charge described in Section 28 for that portion if AI Summaries are enabled on your account. The AI Answer plan is not billed per minute; see Section 36.

6.3 Payments, Deposits, Credit Cards, and Checks. Payment is due in full as stated on your bill. If we do not receive payment in full when due, we may, to the extent permitted by law, charge a late fee of up to 10% per billing cycle, or a flat fee of $50 per month (for monthly-billed accounts) or $15 per week (for weekly-billed accounts), whichever is greater for your billing cycle, on unpaid balances, and may charge you for collection agency fees, attorney fees, and costs incurred to collect from you. For the AI Answer plan, if payment is not received within 14 days of the due date, your account will be suspended, and the late fee described in this Section is applied only at the time of suspension. We may suspend Service until paid in full and may charge a reasonable reconnection fee. If your account remains unpaid, we will cancel Service for non-payment. We may require recurring credit card billing for certain Services and may require an advance deposit (or increased deposit) based on your payment history or changes in your plan or usage. We may apply deposits, payments, or repayments in any order to amounts you owe. We will not honor restrictive notations on checks. We may charge up to $25 for any returned check or denied credit card charge, subject to applicable law.

6.4 Billing and Refund Policy Incorporated by Reference. Additional billing mechanics, invoicing procedures, dispute-resolution steps, account default rules, and refund and credit practices are set out in our Billing & Refund Policy, available at jillsoffice.com/billing-policy, which is incorporated into this Agreement by reference. If any term of the Billing & Refund Policy conflicts with this Agreement on a matter of liability, arbitration, or another provision reserved to this Agreement, this Agreement controls; on billing mechanics and procedures, the Billing & Refund Policy controls.

7. Service Subject to Change

Your Service is subject to our business requirements, policies, practices, and procedures, which we may change without advance notice. Unless prohibited by law, we may change prices or other terms of this Agreement at any time by providing written notice before the billing period in which the change takes effect. Continued use of the Services after such notice constitutes acceptance of the change. If a change has a material adverse effect on you, you may terminate the affected Service without an early cancellation fee by providing 60 days’ written notice after we send notice of the change.

8. Rights in Numbers, Addresses, and Identifiers

You have no ownership rights in any personal identification number, phone number, email address, or other identifier we assign to you, except your right to transfer (“port”) an assigned phone number as described below. If we need to change or reassign an identifier, we will notify you.

9. Forwarding and Porting Phone Numbers

9.1 Forwarding Your Phones to Jill’s Office. We will provide you with a “Jill number.” It is solely your responsibility to arrange correct call forwarding from your existing business number to your Jill number with your phone provider. We are not liable for forwarding errors or issues, which must be addressed with your phone provider.

9.2 Porting Phone Numbers. You may be able to transfer or “port” your number to another carrier or provider. We cannot guarantee a port will succeed. A request to port your number will be treated as a request to cancel the associated Jill’s Office Service, and Section 5 will apply, including costs associated with the transfer. Some services, such as 9-1-1 location services, may be unavailable during a port.

10. Availability of Service

Our Services depend on the continued operation of our software, servers, and telephony, messaging, and AI infrastructure, as well as your own internet connectivity, phone system, and third-party integrations (including Zapier and other connected platforms). We do not guarantee uninterrupted or error-free availability of the Services, and we do not offer or guarantee any specific uptime percentage or service level. Service interruptions, delays, or errors may result from software or system maintenance or outages, internet or network connectivity issues (yours, ours, or a third-party provider’s), power outages, misconfiguration of your phone forwarding or integrations, or other factors outside our reasonable control. We strive to maintain reliable uptime and will use commercially reasonable efforts to notify you of planned maintenance likely to affect availability, but we are not liable for Service interruptions caused by factors outside our reasonable control, consistent with Part A, Section 13.

10.1 Force Majeure. Neither party will be liable for any failure or delay in performance under this Agreement to the extent caused by circumstances beyond that party’s reasonable control, including acts of God, fire, flood, severe weather, pandemic or public health emergency, war, terrorism, civil unrest, labor disputes or strikes, governmental action or regulation, internet or telecommunications backbone failures, third-party utility or hosting-provider outages, or other similar causes (“Force Majeure Event”). The affected party will use commercially reasonable efforts to resume performance as soon as practicable. Amounts owed for Services actually rendered before a Force Majeure Event remain due.

11. Limitations Regarding Third-Party Terms Presented on Calls, Texts, or Chats

Our Services are designed to assist clients by facilitating communication between businesses and their customers. We do not assume responsibility for reviewing, interpreting, or conveying the full content of any third-party terms and conditions on behalf of callers, texters, or chat users. If, during an interaction, our human agents (including those staffing Live Web Chat), our AI Call Handling Services, or our other automated systems are instructed to check a box, click to accept, or verbally or textually confirm acceptance of terms presented by a third party, that action is carried out solely as instructed by the client and without independent review or verification of the content by Jill’s Office.

It is the client’s sole responsibility to ensure that applicable terms and conditions are separately provided to and acknowledged by the customer outside the scope of the interaction. Our Services do not constitute legal representation, endorsement, or explanation of such terms, and we are not liable for any misunderstanding, miscommunication, or dispute arising from the acceptance of such terms during a call, text, or chat.

12. Our Rights to Limit or End Service or This Agreement

You agree not to resell any Service without our prior written permission. We may, without notice, limit, suspend, or terminate your Service or this Agreement for violating this Agreement or for other good cause, including but not limited to:

Two or more late payments in a 12-month period.
Incurring charges greater than your deposit or billing limit (even if not yet billed) if you are unwilling to increase your deposit.
Incurring charges materially in excess of your recurring Account Fee (even if not yet billed).
Failing to maintain a valid payment method on file.
Using an AI Answer plan account for more than one location, as described in Section 36.4.
Harassing our employees or agents.
Providing us false or misleading information.
Interfering with our operations, including our AI systems.
Becoming insolvent or filing for bankruptcy.
Breaching this Agreement.
“Spamming” or other abusive messaging or calling practices, including introducing viruses, worms, or other malicious code, or obtaining unauthorized access to any data or information of a third person.
Providing credit information we cannot verify.
Using the Service in a way that adversely affects other customers or is illegal.
Disabling or interfering with security-related features of our website, app, or AI systems.
Violating the privacy of any third person.
Allowing anyone to tamper with your Jill’s Office number, account, or AI configuration.

We may also temporarily limit Service for operational or governmental reasons.

13. Disclaimer of Warranties

We make no representations or warranties, express or implied, statutory or otherwise, including, to the extent permitted by law, any implied warranty of merchantability, non-infringement, or fitness for a particular purpose, concerning your Service. All Services are provided “as-is” and “as available.” We cannot promise uninterrupted or error-free Service and do not authorize anyone to make warranties on our behalf. This does not deprive you of any warranty rights you may have against anyone else. We cannot guarantee answer time or response time for voice, text, or chat interactions, given the variable and unpredictable volume of inbound contacts, but we strive to staff and provision our systems appropriately at all times. Any timing described for an AI Assist setting, including the 10-second window in the “Jills First” setting (Section 35.2), describes how that setting is designed to operate and is not a guarantee of any specific answer or pickup time. See Sections 27, 28, 32, 35, and 36 (Part B) for additional disclaimers specific to AI Call Handling Services, AI-Generated Call Summaries, Live Web Chat Services, AI Assist and AI Only, and the AI Answer plan.

13.1 No Guarantee Regarding Third-Party Rankings or Advertising Performance. We do not recommend using our Services in scenarios where call answer speed directly affects third-party rankings or advertising performance, such as Google Local Services Ads or similar programs, because we do not guarantee call answer times. We are not liable for any impact on your search rankings, ad performance, or similar third-party metrics resulting from your use of the Services.

13.2 No Professional Advice. Jill’s Office and its Services, including AI Call Handling Services, Live Web Chat Services, and AI Summaries, are not a substitute for, and do not constitute, legal, medical, financial, or other professional advice. Any information provided by our agents or AI systems reflects only the scripts, prompts, instructions, and information you have provided to us, and should not be relied upon as professional advice to you or your customers.

14. Indemnification

You agree to indemnify, defend, and hold Jill’s Office harmless from any claims arising out of your use of the Services, your breach of this Agreement, or your violation of any state or federal law or the rights of any third party by you or any person on your account or whom you allow to use the Services. Without limiting the foregoing, you agree to indemnify, defend, and hold Jill’s Office harmless from any claims arising out of: (a) the accuracy, legality, or completeness of any data, scripts, AI prompts, instructions, or other information you provide or approve for use by our agents or AI systems, including any failure of an AI Call Handling Service to transfer, route, or escalate a call as a result of your prompt; and (b) the failure, unavailability, misconfiguration, or inaccuracy of any third-party software or integration you connect to the Services, including Zapier, your CRM, or other lead sources, except to the extent such failure is caused by our own gross negligence or willful misconduct.

15. Waivers and Limitations of Liability

Jill’s Office is not liable for any damages you may incur. Any recovery by you for a claim arising from or relating to a specific call, text, chat, or other individual interaction is limited to the amount you paid Jill’s Office for that specific call, text, chat, or interaction (for example, as a credit or refund for that specific interaction). This limitation and waiver applies regardless of the theory of liability, whether fraud, misrepresentation, breach of contract, personal injury, products liability, or any other theory. You may not seek incidental, indirect, special, consequential, treble, punitive, or lost-revenue damages from Jill’s Office arising out of or in connection with the Services, and this waiver also applies to claims you may bring against our suppliers to the extent we would be required to indemnify the supplier. You agree that we are not liable for problems caused by you or a third party, or by buildings, hills, network congestion, tunnels, weather, or other factors outside our control (including acts of God). You also agree Jill’s Office is not liable for missed or deleted voicemails, texts, or chat messages, even if saved. Section 27.6 (Part B) applies this same per-interaction cap specifically to AI Call Handling Services. For clients on the AI Answer plan, which has no per-call charge, the limitation of liability in Section 36.8 applies in place of the per-interaction cap in this Section.

16. Handling Disputes with Jill’s Office

Any claim or dispute between you and Jill’s Office in any way related to or concerning this Agreement, or the provision of Services or products to you, including any billing disputes (“Claim”), shall be submitted to final, binding arbitration before the American Arbitration Association (“AAA”). This agreement to arbitrate also requires you to arbitrate claims against other parties relating to Services or products provided or billed to you, including our suppliers and vendors, if you also assert claims against us in the same proceeding. The parties acknowledge that this Agreement affects interstate commerce and that the Federal Arbitration Act applies.

Before instituting arbitration, you agree to provide us an opportunity to resolve your Claim by sending a written description of the Claim to: Jill’s Office, LLC, 189 S. State St., Ste. 100, Clearfield, UT 84015, and negotiating in good faith. If we are not able to resolve your Claim within 30 days of receipt, you or we may initiate arbitration with the AAA under its published Commercial Arbitration Rules (available at 800-778-7879 or www.adr.org), as this Agreement is a business-to-business commercial agreement and not a consumer contract. The arbitration shall be conducted in Davis County, Utah, or, at the AAA’s discretion, another location in Salt Lake City or Davis County, Utah. Each party shall bear its own attorneys’ fees, experts’ fees, and witness costs, and the parties shall share the AAA’s administrative fees and the arbitrator’s compensation equally, except as the AAA’s Commercial Arbitration Rules or the arbitrator may otherwise allocate.

An arbitrator may award only the relief a court with jurisdiction in the place of arbitration could award consistent with law and this Agreement, and may issue injunctive or declaratory relief only as between you and us. As a limited exception, you may bring claims in small claims court in Davis County, Utah, where they qualify, and if you fail to timely pay amounts due, we may assign your account for collection, and the collection agency may pursue court claims limited to collection of the past-due debt and related interest or costs.

You and we may only bring claims against each other in an individual capacity, not as a class representative or class member in a class or representative action. If a court or arbitrator determines that this class-action waiver is unenforceable as to a particular Claim, the arbitration agreement will not apply to that Claim, and it will instead be resolved by a court of appropriate jurisdiction (other than small claims court). Whether a Claim proceeds in arbitration or in court, you and we waive any right to a jury trial.

17. About You

This Agreement is a commercial, business-to-business agreement. Jill’s Office’s Services are marketed and sold to businesses for use in their business operations, and this Agreement is not intended to be, and should not be construed as, a consumer contract. You represent that you are entering into this Agreement on behalf of a business, are at least 18 years old, and have the legal capacity to accept this Agreement. If you are ordering on behalf of a company, you represent that you are authorized to bind the company, in which case “you” refers to the company, and you also agree to be personally responsible for compliance with this Agreement. If you are ordering on behalf of a friend or family member’s business, you are bound by this Agreement unless and until that person has separately agreed to it.

18. General Provisions

If either party waives or does not enforce a requirement under this Agreement, that party does not waive its right to later enforce that requirement. You may not assign this Agreement or your rights or duties under it. We may assign all or part of this Agreement or your debts without notice, and you agree to make subsequent payments as instructed. Notices are considered delivered when sent by email or fax to the address or number you have provided, or three days after mailing to the most current billing address we have on file for you, or to our Customer Service address on your most recent bill for notices to us. If any part of this Agreement, including any part of the arbitration provisions, is held invalid, that part may be severed without affecting the remainder. This Agreement and the documents it references form the entire agreement between the parties on their subjects; you may not rely on other statements by sales or service representatives. This Agreement is not for the benefit of any third party except our parent company, affiliates, subsidiaries, agents, and predecessors/successors in interest. Except as otherwise provided regarding late fees and arbitration, this Agreement is governed by the laws of the State of Utah, without regard to conflict-of-laws principles.

19. Not a Debt Collector

Jill’s Office is not a debt collector. We will not make calls, send texts, or initiate chats regarding current or unpaid bills between you and your customers. You agree to indemnify us for claims made by any party relating to state or federal debt-collection law arising from your use of the Services.

20. CAN-SPAM and Messaging Compliance

You are responsible for ensuring that emails, texts, and chat messages sent through or in connection with the Services comply with the U.S. CAN-SPAM Act, the Telephone Consumer Protection Act (TCPA), and applicable state telemarketing and messaging laws, as well as the anti-spam and consent laws of any country where your recipients reside. Additional messaging-specific obligations are set out in Part B, Section 29 (SMS/Text Services).

21. Privacy Policy

You agree to our Privacy Policy, available at jillsoffice.com/privacy-policy, which may change from time to time. The policy describes the information we collect, how we use it, and with whom we share it, including to provide Services, protect our rights, respond to legal process, or facilitate a corporate transaction. We may monitor or record your calls, texts, and chats with Jill’s Office representatives and AI systems to ensure quality and for other lawful purposes described in Section 23. If you do not agree with the Privacy Policy, do not use the Services. All information collected through our website is likewise subject to the Privacy Policy. Our website and Services are hosted in the United States; if you access them from outside the United States, you agree that your data will be transferred to and processed in the United States.

22. Right to Contact

By agreeing to this Agreement, you authorize Jill’s Office to contact you by email and SMS regarding important updates or notifications about your account for as long as you remain a customer. If you unsubscribe from marketing communications, you will continue to receive these account-related notices.

23. Call, Text, and Chat Monitoring and Recording Notification

State and federal law requires that a party be informed when a communication is being recorded or monitored. Accordingly, calls, texts, and chats handled through the Services, including those handled in whole or in part by AI Call Handling Services, may be monitored, recorded, or logged for record-keeping, training, quality-assurance, and service-improvement purposes, and every caller will be informed of this at the start of each call, and texters and chat users may be informed of this, through a disclosure such as “this call or session may be monitored and recorded for record-keeping, training, and quality-assurance purposes and may be handled in whole or in part by an automated system.” Additional AI-specific disclosure requirements are set out in Part B, Section 27.2.

24. PCI Compliance

We do not store or retain credit card or other payment card information. Any portion of a call during which payment card information is collected or discussed is not recorded or retained. To maintain the highest level of security possible with our current storage and system limitations, all call recordings stored on shared space are available only to select employees for review and may not be downloaded or stored on individual devices by general employees or clients. Only select authorized employees may download a call recording after confirming it does not contain payment card information (PCI). Call recordings are not made available to clients in a form that is queryable, retrievable through search tools, or retrievable using sniffer tools, data-mining functions, or data-analysis tools, and are protected consistent with PCI standards. If a client records its own calls, texts, or chats, the client is responsible for maintaining all security measures necessary to protect PCI on all interactions handled on the client’s behalf by Jill’s Office.

25. DMCA Copyright Policy

We respect the intellectual property rights of others and respond to claims that content posted on the Services infringes a copyright or other intellectual property right. Copyright owners or their authorized representatives who believe infringement is occurring through the Services must submit written notice, including a detailed description of the alleged infringement, to our copyright agent at support@jillsoffice.com. Upon receipt, we will take whatever action we deem appropriate in our sole discretion, including removing the challenged content from the Services.

Part B: Service-Specific Terms

The following terms apply in addition to Part A, specifically to the Service identified in each section below.

26. Answering Service (Telephone)

This Section applies to Jill’s Office’s live and automated telephone answering Service. Billing for this Service is calculated as described in Part A, Section 6.2. Number forwarding, porting, and general availability of Service are governed by Part A, Sections 9 and 10.

When our agents and AI Call Handling Services speak with your callers, they represent themselves as answering on your behalf, using your business name, and not as “Jill’s Office.” When our live agents place outbound or return calls, they likewise represent themselves as calling on your behalf. The majority of this Service involves answering inbound calls forwarded by you; our live agents may also return calls that were missed, on your behalf, consistent with Part A, Section 6.2. Missed-call returns are not made by AI Call Handling Services and are not available on AI Only or the AI Answer plan.

27. AI Call Handling Services

27.1 Nature of AI Services

Certain inbound call-based Services, including inbound call answering and transfer of calls to a live agent, may be performed in whole or in part by automated systems using artificial intelligence, natural language processing, or similar technology (“AI Call Handling Services”) rather than, or in addition to, a human representative. AI Call Handling Services include AI Assist and AI Only (Section 35) and the AI Answer plan (Section 36). AI Call Handling Services operate based on prompts, configurations, and instructions provided by the client, as well as automated interpretation of caller input, and may not perfectly understand, interpret, or respond to every call. AI Call Handling Services handle inbound calls only. They do not place outbound calls, including Lead Zap calls and callbacks, and do not send text messages. AI Call Handling Services do not include our Live Web Chat Services, which are addressed separately in Section 32.

27.2 Disclosure to End Users

Where required by applicable law, or as a matter of our standard practice, callers interacting primarily with an AI Call Handling Service will be informed that they are interacting with an automated or AI-assisted system, consistent with Part A, Section 23. Clients are responsible for ensuring that any additional AI-disclosure obligations applicable to their industry, customer base, or jurisdiction are separately satisfied outside the scope of the interaction, in the same manner described in Part A, Section 11 for third-party terms.

27.3 No Warranty of Accuracy

AI CALL HANDLING SERVICES ARE PROVIDED “AS-IS” AND “AS AVAILABLE.” WE DO NOT WARRANT THAT AI CALL HANDLING SERVICES WILL ACCURATELY UNDERSTAND, TRANSCRIBE, INTERPRET, OR RESPOND TO ANY CALLER, THAT ANY CALL WILL BE TRANSFERRED TO A LIVE AGENT WHEN INTENDED, OR THAT ANY ANSWER OR ACTION TAKEN BY AN AI CALL HANDLING SERVICE WILL BE ERROR-FREE. YOU ARE RESPONSIBLE FOR REVIEWING AND VERIFYING ANY ORDER, MESSAGE, OR OTHER OUTPUT PRODUCED BY AN AI CALL HANDLING SERVICE THAT IS TIME-SENSITIVE, SAFETY-RELATED, OR OTHERWISE MATERIAL TO YOUR BUSINESS BEFORE RELYING ON IT.

27.4 Client Responsibility for AI Prompts and Configuration

Except for reviewing and approving the starting prompt prepared during onboarding as described in Section 35.4, you are solely responsible for writing, testing, updating, and maintaining the prompt and any other instructions an AI Call Handling Service uses, including when and how it transfers calls to a live agent and any representations it is instructed to make to your customers. You are responsible for testing your prompt before making it live and after each change. Jill’s Office does not review, approve, or monitor client prompts, and does not independently verify the accuracy, legality, or appropriateness of client-provided instructions, consistent with Part A, Section 11. If your AI Call Handling Service is not functioning as you intend, you may ask your account manager for assistance with your prompt; any such assistance is provided as a courtesy and does not transfer to Jill’s Office any responsibility for the prompt or its results. We are not liable for an AI Call Handling Service providing outdated, incomplete, or incorrect information, or failing to transfer, route, or escalate a call, as a result of your prompt or instructions. AI-handled calls are not eligible for the Customer Service Guarantee described in our Billing & Refund Policy.

27.5 Data Use for AI Training and Improvement

AI Call Handling Services use client-specific information (such as your prompts, business rules, and account configurations) as context supplied to the AI system at the time of a given call, in order to generate a response for that call. We may also use call data, including recordings, transcripts, and AI-generated summaries, to operate, maintain, and improve our AI Call Handling Services, including for model training, quality assurance, and error correction, subject to our Privacy Policy. In doing so, we do not retain or use client- or caller-identifying information as part of that training process; call data used to improve our AI systems is used in a de-identified or generalized manner and is not linked back to a specific client, caller, or account for training purposes. We do not use payment card information (Section 24) or protected health information (Section 27.7) for AI training or improvement under any circumstances. At this time, we do not have a mechanism to exclude specific calls from this improvement process while continuing to use AI Call Handling Services; clients who wish to avoid this use may select “Jills Only” as described in Section 35.3 and opt out of AI Summaries as described in Section 28, or contact support@jillsoffice.com to discuss alternatives. Client and end-customer data used for these purposes remains subject to the confidentiality, security, and PCI-handling requirements described in Part A, Section 24.

27.6 Liability Specific to AI Services

FOR CLAIMS ARISING FROM OR RELATING TO AN ERROR, OMISSION, MISUNDERSTANDING, MISTRANSCRIPTION, FAILED OR MISDIRECTED TRANSFER, OR OTHER FAILURE OF AN AI CALL HANDLING SERVICE TO ACCURATELY HANDLE A CALL, JILL’S OFFICE’S TOTAL LIABILITY FOR ANY SUCH CLAIM IS LIMITED TO THE AMOUNT YOU PAID FOR THE SPECIFIC CALL GIVING RISE TO THE CLAIM (FOR EXAMPLE, AS A CREDIT OR REFUND FOR THAT SPECIFIC CALL), CONSISTENT WITH THE PER-INTERACTION CAP IN PART A, SECTION 15. FOR CLIENTS ON THE AI ANSWER PLAN, THE LIMITATION OF LIABILITY IN SECTION 36.8 APPLIES INSTEAD. JILL’S OFFICE IS NOT LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, OR LOST-BUSINESS DAMAGES ARISING FROM A MISSED, MISHANDLED, OR INACCURATE AI-HANDLED CALL.

27.7 HIPAA and Protected Health Information

For clients subject to the Health Insurance Portability and Accountability Act (“HIPAA”), no AI feature, including AI Assist, AI Only, AI Summaries, or other AI features, will be enabled on your account or used to process protected health information (“PHI”) unless you affirmatively opt in to that feature and the parties have executed a Business Associate Agreement (“BAA”) covering that use. AI Assist uses a HIPAA-compliant AI solution and is available to HIPAA clients once both conditions are met. The default AI Assist enrollment described in Section 4.2 does not apply to HIPAA clients. If you are a HIPAA-covered entity or business associate, you must notify us during onboarding, and before using any Service in a manner that would involve PHI, so that we can confirm a BAA is in place for your use case. Notwithstanding Section 5.3, upon termination of Services involving PHI covered by a BAA, we will return or destroy that PHI in accordance with the terms of the applicable BAA, rather than relying solely on your own export of that data.

27.8 Not an Emergency Service

AI Call Handling Services are not an emergency service. They do not contact 9-1-1 or any other emergency service on a caller’s behalf, and they are not designed to assess or respond to emergencies, such as gas leaks, fires, flooding, or medical situations. You are responsible for instructing your callers, through your prompt and otherwise, on how to obtain emergency help, and for any prompt instructions about urgent or emergency situations. Jill’s Office is not liable for any harm arising from an emergency reported to or through an AI Call Handling Service, consistent with Sections 15 and 27.6.

28. AI-Generated Call Summaries

Call summaries generated using AI (“AI Summaries”), whether for calls handled by an AI Call Handling Service or by a live agent, are automatically generated approximations of a call and are not verbatim transcripts. AI Summaries may omit, paraphrase, or misstate details. You are responsible for reviewing the underlying recording or transcript, where available, before relying on an AI Summary for legal, compliance, billing, medical, or other material purposes. AI Summaries are provided for convenience only and are subject to the disclaimers in Section 27.3 and the liability limitation in Section 27.6.

AI Summaries are not PCI-compliant and are not available to clients whose use case requires PCI compliance for this feature. AI Summaries for live-agent-handled calls are generated by a different AI system from AI Assist, which also uses a HIPAA-compliant large language model. However, we do not recommend AI Summaries for calls involving PHI, and for HIPAA clients AI Summaries are available only after opt-in and execution of a BAA, as described in Section 27.7.

An AI Summary is generated for every AI-handled call, and its cost is included in the AI rate described in Section 6.2.1. For calls handled by a live agent, including the live-agent portion of a call transferred by an AI Call Handling Service, AI Summaries are billed as an additional per-minute charge, as described in our Billing & Refund Policy. You may opt out of AI Summaries on live-agent-handled calls at any time by contacting your account manager or support@jillsoffice.com; your underlying call recordings remain available for review whether or not you use AI Summaries. If you opt out, your call summaries for live-agent-handled calls are completed by a human agent as part of handling the call, at your standard call rate, with no separate AI Summary charge. Because we do not guarantee the accuracy of AI-generated output, AI Summaries are not eligible for a refund or credit based on their accuracy or content.

29. SMS/Text Services (Reactive Only)

29.1 Scope of Texting

Jill’s Office sends text messages to your callers only in the following circumstances: (a) to return contact with a caller who did not connect with an agent and requested a text back; or (b) when a caller explicitly requests to be texted instead of remaining on hold. Text messages are sent only by live agents; AI Call Handling Services do not send text messages. SMS/Text Services are not available on AI Only or the AI Answer plan. We do not initiate outbound text message conversations, and we do not send marketing, promotional, or lead-nurture text campaigns on your behalf. If in the future you engage us for proactive or marketing text campaigns, additional terms and consent requirements will apply to that service.

29.2 Consent and Compliance

Because our texting is limited to responding to a caller’s own request, consent to receive that specific text is inherent in the caller’s request. You remain responsible for ensuring your own outbound marketing or communications, if any, independently comply with the TCPA, CAN-SPAM Act, and applicable state law. You agree to indemnify us as described in Part A, Section 14 for any claim arising from your own texting or marketing practices outside the scope of this Section.

29.3 Opt-Out Handling

We will process opt-out requests (such as replies of “STOP”) in accordance with applicable law and will not knowingly send further texts to an opted-out number through the Services. You may not instruct us to circumvent an opt-out request.

29.4 Delivery Not Guaranteed

Text message delivery depends on third-party carriers and networks outside our control. We do not guarantee delivery, delivery time, or receipt of any text message, consistent with Part A, Section 10.

30. Appointment Scheduling and Dispatching Services

Appointment scheduling Services facilitate booking and coordination between you and your customers, including through integration with third-party calendar or scheduling systems. We do not guarantee the accuracy or availability of any third-party scheduling system. Appointment Scheduling and Dispatching Services are performed by live agents, not by AI Call Handling Services, and are not available on AI Only or the AI Answer plan.

Dispatching Services notify your company’s technicians that a job or appointment has been scheduled and needs to be assigned. The technicians or personnel to be dispatched, and how we are to notify them, are configured and maintained by you, and you are solely responsible for keeping that configuration current. If no technician or dispatch recipient has been set up to receive a dispatch notice for a given job, Jill’s Office will not send that notice, and you are responsible for monitoring your account for jobs requiring assignment. We do not guarantee that a dispatched technician will receive, review, or respond to a dispatch notice within any particular time, and we are not responsible for a technician’s, your dispatch configuration’s, or any third-party dispatch system’s performance, availability, or conduct.

31. Lead Zap (Speed-to-Lead Routing Service)

Lead Zap is a speed-to-lead service that receives leads you provide directly, whether submitted through our software, spreadsheets, Zapier, or other supported third-party integrations, and automatically routes those leads to Jill’s Office live call agents for prompt outbound calling. Lead Zap calls are placed only by live agents; AI Call Handling Services do not place Lead Zap calls. Lead Zap is not available on AI Only or the AI Answer plan. Lead Zap places outbound calls only to leads you provide; we do not perform cold calling or call any contact that was not submitted to us as a lead by you.

We cannot know in advance when leads will be received or guarantee that a live agent will be immediately available to place an outbound call the moment a lead arrives. We do not warrant or guarantee any specific response time, callback time, or “speed to lead” interval for any lead routed through Lead Zap, and we are not liable for any lost business, missed opportunity, or other damages arising from the time it takes to reach a lead, consistent with Part A, Sections 13 and 15.

Lead Zap depends on the proper configuration and continued operation of your Zapier account and any other third-party integration, lead source, or CRM you connect to the Service. We are not responsible for delays, failures, or errors in a lead reaching Jill’s Office that result from a third-party integration, including outages, misconfiguration, changed field mappings, or expired credentials, consistent with Part A, Section 10. It is your responsibility to promptly notify us of any changes to your lead sources or integrations that could affect Lead Zap’s operation.

32. Live Web Chat Services

Jill’s Office also offers Live Web Chat, a distinct Service in which we provide a chat widget for you to embed on your own website; chat conversations initiated through that widget are handled by live, human Virtual Receptionists communicating with your customers, rather than by an AI Call Handling Service. Live Web Chat is not available on AI Only or the AI Answer plan. You are responsible for properly installing and maintaining the widget on your website. Live Web Chat is billed as described in our Billing & Refund Policy (Part A, Section 6.4) and is not subject to the AI-specific disclaimers or the AI-specific liability provision in Section 27; general Service disclaimers and the general liability cap in Part A, Sections 13 and 15 apply instead.

As with our other human-staffed Services, we cannot guarantee a specific response time for a Live Web Chat session, given the variable and unpredictable volume of inbound chats, consistent with Part A, Section 13. Live Web Chat sessions may be monitored, recorded, or logged consistent with Part A, Section 23. If Jill’s Office later introduces AI-assisted or AI-augmented features into Live Web Chat, the disclosures and disclaimers in Section 27 will apply to those specific AI-assisted features from the date they are introduced, and we will update this Agreement accordingly.

33. End User License Agreement for Software

IMPORTANT — READ CAREFULLY: This End User License Agreement (“EULA”) is a legal agreement between you (an individual or single entity) and Jill’s Office, LLC (“Jill’s”) for the software owned by Jill’s Office, its affiliated companies, and its third-party suppliers and licensors that accompanies this EULA, including our web-based account portal (the “Portal”), any downloadable mobile application, computer software, any AI-enabled features, and associated media, printed materials, and online or electronic documentation used in connection with your use of the Services (“Software”). Section 33.1 addresses the Portal specifically; the remaining sections of this EULA apply to the Software generally, including any mobile application.

BY USING THE PORTAL OR THE APPLICATIONS, ON EITHER ANDROID OR APPLE OPERATING SYSTEMS, YOU ACCEPT THE TERMS OF THIS EULA. IF YOU DO NOT ACCEPT THESE TERMS, DO NOT USE THE PORTAL OR THE APPLICATIONS.

33.1 Web Portal Account License

Jill’s Office provides access to certain proprietary, web-based software through an account-based license (the “Portal”). So long as your account remains active and in good standing, you may access the Portal through a secure, individualized login tied to your Jill’s Office service account. We do not issue separate software license numbers; your right to access the Portal is tied solely to your active account and is not transferable. When your cancellation request is processed and your Services are terminated, your access to the Portal, and to any data, information, or content contained within it, will terminate immediately, subject to the data retention terms described in Part A, Section 5.3 and, for the AI Answer plan, Section 36.6.

33.2 Grant of License

Subject to your compliance with this EULA, Jill’s Office grants you the right to install, use, access, display, and run copies of the Software on your cell phones or tablets.

33.3 Reservation of Rights and Ownership

Jill’s Office reserves all rights not expressly granted in this EULA. The Software is protected by copyright and other intellectual property laws and treaties. Jill’s Office or its suppliers own all title, copyright, and other intellectual property rights in the Software. The Software is licensed, not sold.

33.4 Limitations on End User Rights

You may not reverse engineer, decompile, disassemble, or otherwise attempt to discover the source code or underlying algorithms (including any AI models) of the Software, except to the extent such activity is expressly permitted by applicable law notwithstanding this limitation. You may not modify or disable any feature of the Software, create derivative works based on it, or rent, lease, lend, sublicense, or provide commercial hosting services using the Software.

33.5 Software Updates

Jill’s Office may provide updates, upgrades, supplements, and add-on components to the Software, including updates to AI models or features (collectively, “Updates”), to improve the Software and your experience. This EULA applies to all Updates unless we provide separate terms with an Update. After an Update, you may no longer be able to use the version of the Software that formed the basis for your Update eligibility.

33.6 Connections

Some Software features require internet access and may be subject to restrictions imposed by your network or internet provider. Absent a Wi-Fi connection, the Software may access the internet through your mobile network, which may result in additional charges depending on your plan. Your experience with some features may also depend on your device’s hardware or data access.

33.7 Software Transfer

You may not transfer this EULA or the rights granted under it to any third party.

33.8 Termination

This EULA is effective until terminated. Your rights terminate automatically, without notice from Jill’s, if you fail to comply with any term of this EULA. Upon termination, you must cease all use of the Software and destroy all copies, full or partial.

33.9 Disclaimer of Warranty

ALL SOFTWARE PROVIDED BY JILL’S OFFICE IS PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMITTED BY LAW, JILL’S OFFICE DISCLAIMS ALL WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, WORKMANLIKE EFFORT, FITNESS FOR A PARTICULAR PURPOSE, RELIABILITY, AVAILABILITY, ACCURACY, ABSENCE OF VIRUSES, QUIET ENJOYMENT, AND NON-INFRINGEMENT. SOME JURISDICTIONS DO NOT ALLOW EXCLUSION OR LIMITATION OF IMPLIED WARRANTIES, SO THESE EXCLUSIONS MAY NOT APPLY TO YOU. NO ORAL OR WRITTEN ADVICE OR INFORMATION FROM JILL’S OR ITS AFFILIATES CREATES ANY WARRANTY NOT EXPRESSLY STATED IN THIS EULA.

33.10 Third-Party Services

Certain third-party service providers may be used with or in connection with the Software. Jill’s Office makes no representations about these services, has no control over them, and is not responsible for their availability, content, advertising, products, or other materials. JILL’S OFFICE DISCLAIMS ANY RESPONSIBILITY FOR THE DISCLOSURE OR OTHER PRACTICES OF ANY THIRD-PARTY APPLICATION PROVIDER, INCLUDING WHETHER YOUR PERSONAL INFORMATION IS CAPTURED OR HOW IT MAY BE USED BY SUCH A PROVIDER.

33.11 Jill’s Office Applications

Certain Jill’s Office applications and Services may be included with or downloaded to your mobile device. They require registration for a Jill’s Office account (“Jill’s Account”), and your rights and obligations are further set out in this Agreement and our Privacy Policy. Applications and services not requiring a Jill’s Account may require your consent to separate terms and privacy policies, and your use of them is subject to those terms.

33.12 Limitation of Liability

JILL’S OFFICE IS NOT LIABLE FOR ANY DAMAGES ARISING OUT OF OR RELATING TO THE USE OR INABILITY TO USE THE SOFTWARE OR ANY THIRD-PARTY APPLICATION, ITS CONTENT, OR FUNCTIONALITY, INCLUDING DAMAGES CAUSED BY ERRORS, OMISSIONS, INTERRUPTIONS, DEFECTS, DELAYS, COMPUTER VIRUSES, FAILURE TO CONNECT, NETWORK CHARGES, OR IN-APP PURCHASES, AND ALL OTHER DIRECT, INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME JURISDICTIONS DO NOT ALLOW THIS EXCLUSION, SO IT MAY NOT APPLY TO YOU. NOTWITHSTANDING THE FOREGOING, ANY LIABILITY OF JILL’S OFFICE TO YOU FOR LOSSES, DAMAGES, AND CAUSES OF ACTION ARISING OUT OF YOUR USE OF THE SOFTWARE OR THIRD-PARTY APPLICATIONS, OR ANY OTHER PROVISION OF THIS EULA, IS SUBJECT TO THE LIMITATIONS OF LIABILITY IN PART A, SECTION 15 (AND, FOR THE AI ANSWER PLAN, SECTION 36.8).

33.13 U.S. Government End Users

The Software is licensed only with “restricted rights” and as “commercial items” consisting of “commercial software” and “commercial software documentation,” with only those rights granted to all other end users under this EULA, subject to Federal Acquisition Regulation (FAR) 52.227-19.

33.14 Applicable Law

This EULA is governed by the laws of the State of Utah, without regard to conflict-of-laws provisions, consistent with Part A, Section 18. This EULA is not governed by the UN Convention on Contracts for the International Sale of Goods, which is expressly excluded.

33.15 Dispute Resolution

All disputes arising from this EULA or your use of the Software shall be resolved exclusively through final and binding arbitration, and not by a court or jury, on the same terms described in Part A, Section 16. No such dispute may be combined or consolidated with any other person’s or entity’s claim, and none may proceed as a class action. The arbitration shall be conducted before a single arbitrator under the AAA Commercial Arbitration Rules, pursuant to the Federal Arbitration Act, and governed by the laws of the State of Utah without reference to choice-of-law principles. Fees and payment responsibility shall be allocated as described in Part A, Section 16.

33.16 Entire Agreement; Severability

This EULA, together with the remainder of this Agreement, is the entire agreement between you and Jill’s Office relating to the Software and supersedes all prior or contemporaneous communications, proposals, and representations regarding the Software. If any provision is held void, invalid, unenforceable, or illegal, the remaining provisions continue in full force and effect.

34. Administrative Services (Legacy)

Administrative Services are a legacy offering available only to clients who enrolled in this Service prior to its discontinuation for new clients. Administrative Services involve our agents completing tasks according to instructions you provide, which may change from day to day. You are solely responsible for providing clear, accurate, and timely task instructions and for confirming that tasks were completed as intended; we provide daily summaries of completed tasks for this purpose. We are not liable for a task performed incorrectly or not completed to the extent it results from unclear, incomplete, or untimely instructions provided by you, consistent with Part A, Section 14.

35. AI Assist and AI Only

35.1 Overview

AI Assist is an AI Call Handling Service that answers inbound calls to your Jill number and, based on the prompt you provide, may handle the call or transfer it to a live agent. AI Assist is subject to Section 27 and the remainder of this Agreement.

35.2 AI Assist Settings

AI Assist offers the following settings, which you select for your account:

AI First: an AI Call Handling Service answers inbound calls immediately.
Jills First: a live agent answers inbound calls, and an AI Call Handling Service answers if a live agent has not been assigned to the call within approximately 10 seconds. This timing describes how the setting is designed to operate and is not a guarantee, consistent with Part A, Section 13.
Jills Only: AI Assist is turned off, and inbound calls are answered by live agents only.

Unless you decline AI Assist in your call instructions or during onboarding, AI Assist is enabled on your account as described in Section 4.2, using the Jills First setting. You may select a different setting at any time as described in Section 35.3.

35.3 Changing or Turning Off AI Assist

You may switch between AI First, Jills First, and Jills Only at any time by logging into your account and navigating to AI Assist. Selecting Jills Only turns AI Assist off for your account.

35.4 Your Prompt

AI Assist answers and transfers calls based on the prompt in your account. Before your onboarding, our onboarding specialist will prepare a basic starting prompt based on the information you provide. During onboarding, the specialist will review that prompt with you and help you update it, so that you learn how to maintain it yourself. You are responsible for reviewing the starting prompt and confirming it reflects your business before AI Assist goes live. As described in Section 27.4, you are solely responsible for testing, updating, and maintaining your prompt after that, including the instructions that determine when a call is transferred to a live agent. You can test AI Assist before making it live, and you are responsible for doing so. Your account manager can also assist with your prompt upon request, but responsibility for the prompt and its results remains with you.

35.5 AI Only

AI Only is a setting in which inbound calls are handled exclusively by an AI Call Handling Service, without live agents. AI Only is enabled with the assistance of your account manager. While your account is on AI Only, live-agent answering, callbacks, Appointment Scheduling and Dispatching Services, SMS/Text Services, Live Web Chat, and Lead Zap are not available. To restore live-agent answering, you must contact your account manager or support@jillsoffice.com, because live-agent billing must be added to your account manually; live-agent answering will not resume until we confirm the change.

35.6 Billing

AI-handled time under AI Assist and AI Only is billed as described in Section 6.2.1, and AI Summaries are billed as described in Section 28.

35.7 No Service Guarantee for AI-Handled Calls

Because AI Call Handling Services act on the prompt you write and control, AI-handled calls, including the AI-handled portion of a transferred call, are not eligible for the Customer Service Guarantee in our Billing & Refund Policy, and are subject to the disclaimers in Section 27.3 and the liability limitation in Section 27.6.

35.8 HIPAA Clients

AI Assist and AI Only are available to HIPAA clients only on the opt-in and BAA terms described in Section 27.7.

36. AI Answer by Jill’s Office

36.1 Eligibility

AI Answer by Jill’s Office (the “AI Answer plan”) is a discounted, AI-only plan for small, locally owned businesses, including ice cream shops and other small retail businesses that we approve. We may confirm eligibility at sign-up or at any time, and may move an ineligible account to a standard, usage-based Jill’s Office plan (a “Standard Plan”).

Each account is reviewed if it receives more than 300 inbound calls in a calendar month. For a partial month, this threshold is prorated by day, assuming equal usage on each day of the month. The threshold is a trigger for review, not a cap on the number of calls answered. If an account exceeds it, Jill’s Office may review whether a different plan better suits the account’s needs and, after giving you notice, may move the account to a Standard Plan. No Setup Fee applies to that move.

36.2 What the Plan Includes

The AI Answer plan includes inbound calls answered by an AI Call Handling Service for one location, as defined in Section 36.4, with no per-minute charge, subject to the account review described in Section 36.1. The plan does not include live-agent answering, outbound calls, callbacks, Appointment Scheduling and Dispatching Services, SMS/Text Services, Live Web Chat, or Lead Zap. Live agents cannot be added to the AI Answer plan; to have live agents answer calls, your account must be switched to a Standard Plan as described in Section 36.7. There is no plan-specific limit on simultaneous calls; calls are subject to the overall capacity of our systems, consistent with Part A, Section 10.

36.3 Fees, Billing, and Payment

(a) Subscription fee. The AI Answer plan is a prepaid subscription billed at $199 per month, or the rate stated on your Order Form. No Setup Fee applies.

(b) First payment. At sign-up, you prepay a prorated subscription fee covering the remainder of the current calendar month. Your account is live once you sign up and that payment is processed. Section 4.1 (Thirty Days to Onboard) does not apply to this plan, but you remain responsible for your prompt as described in Section 27.4.

(c) Automatic renewal. The plan renews automatically each calendar month until canceled. Each renewal is charged on the first day of the calendar month to the payment method on file, which is the payment method used at sign-up unless updated. An account owner may update the payment method at any time by logging into the account on a computer and navigating to Billing.

(d) Payment method required. You must keep a valid payment method on file. If your account has no payment method on file, Jill’s Office may suspend or cancel your account.

(e) Late payment and suspension. If a payment is not received within 14 days of its due date, your account will be suspended, and the late fee described in Section 6.3 is applied at the time of suspension. While suspended, your phone lines are turned off, but you keep access to the app to view your account. During the rest of that month and the following calendar month, our billing team will contact you using the contact methods available to collect payment, either for the service you used or for the full month to restore your phone lines. A $25 reconnection fee applies to turn your phone lines back on and will be added to your next invoice. If payment is not received by the end of the calendar month following the suspension, your account may be sent to collections.

(f) Billing exceptions. This plan is not billed per minute, and the weekly billing schedule in Section 6 and the per-minute rules in Section 6.2 do not apply.

(g) Hold. You may place your account on hold for $9.95 per month by contacting support@jillsoffice.com.

(h) Setup Fees. No Setup Fee applies to the AI Answer plan, including when a former AI Answer plan client signs up again. A Setup Fee applies if you sign up for a Standard Plan, or if your account is switched to a Standard Plan at your request.

36.4 One Location Per Account

Each AI Answer plan account may be used for one physical location only. Each physical business location, such as a storefront, food truck, kiosk, or cart, is a separate location. For example, a storefront and a food truck are two locations, and two food trucks are two locations. A temporary off-site event, such as a catering event, served from an existing location is part of that location.

If we determine that an account is being used for more than one location, we may suspend the account pending review and may cancel the Service immediately. If you knowingly use the account for more than one location and decline to remove the additional location or locations, your prepaid subscription fees are forfeited and will not be refunded or credited, unless your account is switched to a Standard Plan as described in Section 36.7, which can support multiple locations. Otherwise, each additional location requires its own AI Answer plan account.

36.5 Prepaid Fees Are Non-Refundable

All prepaid AI Answer plan fees, including prorated fees, are non-refundable, except as provided in Section 36.7. If your Service ends before the end of a prepaid period, you retain access to your account for the remainder of that prepaid period, except where your Service is canceled under Section 12 or Section 36.4.

36.6 Cancellation

To cancel, you must submit a completed cancellation form as described in Section 5.1. Cancellation requests for the AI Answer plan are processed at the end of the calendar month in which they are received, including requests received on the last day of the month. Your Service and access to your account continue through the end of that month, and you will not be charged for the following month. At that time, your Service ends and your access to the Portal and all account data is revoked as described in Section 5.3, so you should export any data you wish to keep before the end of the month.

36.7 Switching to a Standard Plan

You cannot switch plans on your own. To switch from the AI Answer plan to a Standard Plan, you must contact support or your account manager, and Jill’s Office will make the switch. Jill’s Office may also move your account to a Standard Plan under Section 36.1. In either case, the unused portion of the subscription fee you prepaid for the current month, calculated by day, will be applied as a credit toward your new subscription; no credit is issued for a switch made on the last day of the month. A Setup Fee applies to a switch you request, because live-agent setup is required, but not to a move by Jill’s Office under Section 36.1. Once your account is switched, the terms of your new Rate Plan apply.

36.8 Limitation of Liability for the AI Answer plan

For clients on the AI Answer plan, any recovery for a claim arising from or relating to a specific call is limited to an amount equal to $0.75 per minute of AI-handled time on that call. Total recovery for all claims arising in a single calendar month will not exceed the subscription fees paid for that month. This Section applies in place of the per-interaction caps in Sections 15 and 27.6, and all other limitations and waivers in Section 15 and Section 27.6 continue to apply.

36.9 Other Terms

Except as stated in this Section 36, all other terms of this Agreement apply to the AI Answer plan, including Section 27 (AI Call Handling Services).

End of Terms of Service.