Terms of Service

1. Agreement, Scope, and Eligibility

These Terms of Service govern access to nbound’s website, field-service management platform, AI features, communications tools, public profiles and booking experiences, and related services (collectively, the Services). References to nbound, we, us, and our refer to nbound, Inc. You means the person using the Services or, where applicable, the business on whose behalf that person acts.

By creating an account, accepting these Terms at checkout, or using the Services, you agree to these Terms to the extent permitted by applicable law. If you act for a business, you represent that you have authority to bind it. Business account users must be at least 18 years old and legally able to enter into a contract.

A separately executed order form or agreement controls over these Terms to the extent of a conflict concerning the same subject. A separate data-processing agreement controls the processing it expressly governs. Mandatory consumer protections and other rights that cannot legally be waived remain in effect.

Our Privacy Policy explains personal-information practices. Receiving appointment messages or requesting a contractor’s service does not, by itself, enroll you in a paid nbound subscription.

2. Services and the Role of nbound

nbound provides software for home-service businesses. Depending on the plan, configuration, and available features, the Services may include CRM and lead management, AI call answering and assistance, appointment scheduling, dispatch, estimates, invoicing, payment tracking, inventory and equipment management, forms, documents, reporting, team administration, and customer communications.

Features, integrations, availability, and usage limits vary by plan and may change. A feature description does not guarantee compatibility with every business workflow, uninterrupted access, a particular financial result, or the accuracy of a third-party system.

nbound provides the platform; the home-service business is responsible for the services it sells or performs. Unless a separate written agreement expressly states otherwise, nbound is not the contractor, employer of the contractor’s workers, insurer, licensing authority, or party to the underlying home-service agreement. A public profile or listing is not a guarantee of licensing, insurance, quality, availability, or suitability.

3. Accounts, Authorized Users, and Security

You must provide accurate account and billing information and keep it current. You are responsible for your organization’s authorized users, access permissions, credentials, and activity conducted under your account, subject to applicable law. Use individual authorized accounts and do not provide access to unauthorized persons.

Notify team@nbound.io promptly of suspected unauthorized access. You are responsible for configuring workflows, business hours, service areas, pricing, notifications, permissions, and integrations appropriately, and for reviewing the results. We may verify account information or restrict activity to address fraud, security, or legal concerns.

4. Customer Data, Privacy, and Permissions

You retain your rights in customer records, files, prompts, business information, and other material you provide to the Services (Customer Data). You grant nbound permission to host, copy, transmit, process, format, and display that data as reasonably necessary to provide and support the Services, carry out your instructions, maintain security, and meet legal obligations. This permission is not a transfer of ownership or permission to sell SMS consent.

You are responsible for the accuracy, legality, and appropriate use of Customer Data and for having the rights, notices, consents, and other lawful bases needed to collect it, provide it to nbound and relevant providers, and use it in your workflows. This includes customer and employee privacy, recording, messaging, location, and imported-data requirements.

Do not submit information that you are not authorized to process, unnecessary highly sensitive information, malware, or material that infringes another person’s rights. Do not use the ordinary Services to store protected health information requiring a business associate agreement unless such an agreement and an expressly supported service have been put in place.

Administrators may control access to business records. We may process data through infrastructure and service providers as described in the Privacy Policy. An organization’s instructions do not authorize us to ignore applicable law or a valid legal requirement.

5. AI Features and Human Review

AI features may generate responses, transcribe or summarize calls, suggest information, and perform enabled actions such as creating or updating records or assisting with appointments. AI output can be incomplete, inaccurate, inconsistent, or unsuitable for a particular purpose. It may mishear a caller, misinterpret an instruction, or use incomplete business context.

You are responsible for deciding which actions to enable and for appropriate human supervision, review, and correction. Verify appointment times, addresses, availability, prices, taxes, estimates, invoices, dispatch assignments, customer-facing statements, and other consequential results before relying on them. Do not treat AI output as legal, tax, medical, safety, or other licensed professional advice.

We do not guarantee that AI will detect every emergency, qualify every lead correctly, capture every call, or secure a particular number of bookings. nbound is not an emergency response service. Anyone facing an immediate danger should contact 911 or the appropriate local emergency service directly.

Relevant inputs and context may be processed by third-party AI and voice providers to deliver these features. You must have authority to provide that information. Output may not be unique or eligible for exclusive intellectual-property protection; these Terms do not guarantee ownership rights that applicable law does not recognize.

6. SMS Messaging Terms

The nbound Appointment and Service Updates program delivers transactional text messages associated with a home-service appointment. By verbally opting in during appointment scheduling or completing another disclosed SMS opt-in process, you agree to receive the described transactional SMS messages from nbound and/or the home-service provider identified during the opt-in process and associated with your appointment. Messages may be sent using automated technology.

Messages may include appointment confirmations, reminders, schedule changes, technician dispatch and arrival updates, and service completion notifications. Message frequency varies based on appointment and service activity. Message and data rates may apply, as determined by your wireless plan. Consent to this messaging program is not a condition of purchasing a service.

Reply STOP to opt out of SMS messages at any time. Reply HELP for help. You may also contact team@nbound.io for assistance or to request that messaging stop. We may send a non-promotional confirmation of your opt-out. Please identify the sending number or relevant business when contacting support.

Opting out stops messages for the applicable messaging program and does not itself cancel an appointment, a contractor’s service, or a nbound subscription. Arrange an alternative communication method directly with the service provider when needed. Do not assume that a reply to a text has changed an appointment unless the provider confirms it.

Wireless carriers are not liable for delayed or undelivered messages. Delivery depends on carriers, network availability, number accuracy, and other factors. Text messages should not be used for emergencies or highly sensitive information.

Your participation is subject to our Privacy Policy. SMS opt-in information and mobile phone numbers are not sold or shared with third parties or affiliates for marketing or promotional purposes.

Businesses using nbound must obtain and document the consent required for their messages, identify the sender and program, disclose the types of messages and applicable terms, and maintain appropriate consent and opt-out records. A phone number alone, a general acceptance of these Terms, or permission to place a voice call is not blanket consent to send text messages.

Businesses must honor revocation requests received through reasonable methods, including supported reply keywords and requests received through staff or support. They must not send messages to opted-out recipients without a new lawful opt-in. Compliance requires correct provider configuration and business workflows, not merely publication of these Terms. Businesses must comply with applicable communications laws and carrier and messaging-provider policies, including registration requirements.

The appointment-related verbal opt-in described here does not authorize marketing or promotional texts. Any separate marketing program requires its own legally sufficient consent and disclosures, including written consent where required. You must not transfer a recipient’s consent to an unrelated sender or campaign.

7. Voice Calls, Recording, and Phone Numbers

Configured voice features may record, transcribe, and analyze calls. You are responsible for the notices and consents required by the jurisdictions relevant to the call, including any requirements concerning automated or AI-generated communications. Review your greetings, recording notices, outbound-call permissions, and staff practices. Do not enable recording where you cannot lawfully do so.

Phone numbers and communications services depend on third-party providers and regulatory requirements. Availability, registration approval, routing, caller identification, porting, and delivery are not guaranteed. Unless expressly agreed in writing, providing a number through nbound does not guarantee permanent control or continued availability after cancellation or closure. Coordinate any required porting before service ends; released numbers may become unavailable or be reassigned.

8. Subscriptions, Billing, and Usage Charges

The plan, subscription period, fees, included usage, and any commitment shown in your checkout, accepted order, or separately executed agreement govern your purchase. Unless stated otherwise, amounts are in U.S. dollars. Fees for the subscription are generally charged in advance, while usage and add-on charges may be billed separately or in arrears. Taxes and applicable disclosed provider fees may also apply.

By subscribing, you authorize recurring charges to your payment method for the selected subscription and for applicable disclosed usage, add-ons, and taxes until cancellation takes effect. You must maintain a valid payment method. A failed payment may result in restricted service or suspension following any notices or cure periods required by law or an applicable agreement.

Subscriptions renew automatically for the recurring period identified at checkout unless you cancel before renewal or your accepted agreement provides otherwise. For monthly subscriptions this is generally a monthly renewal; for annual subscriptions it is generally an annual renewal. An annual subscription is different from a separately agreed 12-month commitment billed monthly.

Current standard plans include 1,000 monthly AI voice minutes on Foundation, 1,200 on Scale, and 3,000 on Enterprise, with additional AI voice usage at $0.25 per minute. Your accepted plan or order controls if it specifies a different allowance or rate. The applicable usage period, metering, and rounding determine billed usage; a monthly allowance does not become an annual pool simply because subscription fees are paid annually. Unused included usage does not roll over unless your order states otherwise.

Seat, location, communications, integration, and other add-on charges apply only where enabled or purchased and disclosed for your plan. Current advertised add-ons include $50 per additional seat per month on eligible plans and $200 per additional location per month on eligible plans. Foundation does not include an option to buy additional seats under the standard offering. Plan-specific eligibility and limits govern.

Plan changes may produce prorated charges or adjustments as shown in billing or checkout. Review the price and effective date before confirming a change. We will provide advance notice of subscription price changes and any opportunity to cancel required by applicable law or your agreement; changes do not override an expressly agreed fixed price for a committed term.

If you believe a charge is incorrect, contact team@nbound.io promptly with the invoice details so we can investigate. This request does not limit any statutory dispute rights. Subject to applicable law and an express written agreement, fees for a period already begun and usage already incurred are non-refundable, and unused time or usage does not create a credit.

9. Cancellation and Fixed-Term Commitments

An authorized billing administrator can request cancellation through available billing controls or contact team@nbound.io for assistance. Ordinary subscription cancellation takes effect at the end of the then-current paid subscription period, unless the cancellation confirmation, an applicable agreement, or law specifies a different result. Service generally remains available through that paid period, subject to suspension for a separate permitted reason.

Cancellation prevents future automatic renewal once effective. It does not erase usage charges, unpaid invoices, taxes, or other amounts already incurred. An annual prepaid subscription does not become refundable or terminate mid-term merely because renewal is cancelled, except where required by law or expressly agreed.

If you separately accept a 12-month or other fixed-term commitment billed in installments, that commitment is governed by the term, price, payment schedule, renewal terms, and early-termination provisions expressly disclosed in the accepted order or agreement. Cancelling renewal does not by itself waive an existing payment commitment. Any claim for accelerated remaining payments or an early-termination fee must be based on the applicable accepted agreement and enforceable law; these Terms do not impose an undisclosed fixed-term commitment on an ordinary monthly subscriber.

Export needed records and arrange any necessary phone-number or integration transition before access ends. Cancellation is distinct from requesting deletion of data. Contact support if you cannot use the billing controls or need assistance with a transition.

10. Contractor Payments, Estimates, and Transactions

Businesses may use nbound to create estimates, invoices, memberships, payment links, and transaction records. The business is responsible for the accuracy of its amounts, taxes, descriptions, refund policies, payment authorizations, recurring customer charges, and compliance with applicable commerce and payment laws.

Payments may be processed by Stripe or another enabled provider under that provider’s terms. Settlement, holds, verification, refunds, chargebacks, and fees are subject to provider requirements. nbound does not guarantee approval, funding time, collection, or recovery of a disputed transaction, and a displayed payment status should be reconciled with the processor’s records when necessary.

A customer’s agreement for home-service work is with the applicable business. Questions about workmanship, appointment fulfilment, an estimate, a contractor’s cancellation policy, or a refund for that work should be directed to that business. nbound’s own subscription cancellation policy does not determine a contractor’s refund obligations to its customers.

11. Acceptable Use

You must use the Services lawfully and within your authorized plan and permissions. You must not:

Send spam, unlawfully contact recipients, evade opt-outs, misrepresent consent, impersonate others, or use deceptive caller identification.
Upload unlawful, infringing, fraudulent, threatening, exploitative, or malicious material, or use the Services to harass or harm another person.
Send content prohibited by the applicable carrier or communications provider, or evade campaign registration, content, or usage restrictions.
Access another account without permission, expose credentials, bypass access controls or usage limits, disrupt the Services, or probe security without authorization.
Scrape or redistribute non-public customer information, resell unauthorized access, or reverse engineer the Services except to the extent a restriction is prohibited by applicable law.
Use the Services for emergency dispatch or other safety-critical decisions requiring guaranteed reliability, or represent that nbound guarantees regulatory compliance or a contractor’s performance.

12. Third-Party Services and Availability

The Services depend on hosting, AI, voice, messaging, calendar, mapping, payment, and other providers. Integrations require appropriate permissions and may be governed by additional provider terms. You are responsible for your connected accounts, authorized access, and reviewing an integration’s suitability. Disconnecting an integration does not necessarily delete information previously transferred to it.

We do not guarantee uninterrupted or error-free operation, an uptime percentage, successful delivery of every communication, or compatibility with every third-party service unless a separate written service-level agreement expressly provides that guarantee. Maintenance, provider outages, carrier filtering, network problems, account configuration, and legal restrictions can affect access and performance.

We may modify, replace, or discontinue features as reasonably necessary to operate the Services. Material changes to a paid offering remain subject to applicable law and the commitments in an accepted order or separate agreement. Preview or beta features may be incomplete or changed; evaluate them before relying on them for important workflows.

13. Platform Rights and Feedback

nbound and its licensors retain rights in the platform, software, branding, designs, documentation, and other service materials, excluding your Customer Data and rights held by third parties. During your authorized subscription or permitted use, you receive a limited, non-exclusive right to access the Services for their intended purposes under these Terms.

You may not copy, sell, or exploit our platform or branding beyond the permission provided by these Terms or a separate agreement. If you voluntarily provide product suggestions or feedback, you permit us to use that feedback to improve the Services without compensation or an obligation of confidentiality, unless we separately agree otherwise. This does not grant permission to disregard confidentiality or privacy obligations applicable to Customer Data included in feedback.

14. Suspension, Termination, and Data After Service Ends

We may suspend or restrict access when reasonably necessary to address non-payment, a material violation of these Terms, security threats, fraud, unlawful activity, provider restrictions, or a legal requirement. Where practicable and appropriate, we will provide notice and an opportunity to resolve the issue; urgent security, abuse, or legal matters may require immediate action.

Either party may terminate as permitted by these Terms, an accepted order, or applicable law. Ending access does not eliminate payment obligations already incurred or provisions intended to survive, including applicable ownership, confidentiality, liability, dispute, and indemnification provisions.

After access ends, records may no longer be available through the interface. Request an export or transition assistance before service ends. Any post-termination export period must be expressly agreed or required by law. Additional retrieval assistance depends on available records, technical feasibility, applicable law, and agreed arrangements.

Data retention and deletion are governed by the Privacy Policy, applicable instructions and agreements, and legal requirements. Account closure may release phone numbers or deactivate provider accounts and integrations. Keep your own copies of records you are required to maintain.

15. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND EXCEPT FOR EXPRESS WARRANTIES IN A SEPARATELY EXECUTED AGREEMENT, THE SERVICES AND AI OUTPUT ARE PROVIDED AS IS AND AS AVAILABLE. NBOUND DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, AND WARRANTIES ARISING FROM A COURSE OF DEALING OR USAGE OF TRADE.

We do not warrant that the Services will meet every requirement, prevent all security incidents, produce accurate AI output, ensure compliance with every law, or deliver a particular business result. You remain responsible for evaluating suitability and reviewing important results. Nothing in these Terms excludes a warranty, remedy, or protection that applicable law does not permit us to exclude.

16. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NBOUND WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, BUSINESS OPPORTUNITIES, GOODWILL, OR DATA ARISING OUT OF OR RELATED TO THE SERVICES OR THESE TERMS, EVEN IF ADVISED OF THE POSSIBILITY OF THOSE DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NBOUND’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THE SERVICES OR THESE TERMS WILL NOT EXCEED THE FEES YOU PAID TO NBOUND FOR THE SERVICES DURING THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. Amounts paid to a contractor for home-service work are not fees paid to nbound for purposes of this cap.

These limits apply across legal theories to the extent lawful. They do not exclude or limit liability for fraud, willful misconduct, or any liability that cannot lawfully be excluded or limited. A separate signed agreement may establish different limits for the matters it expressly governs. Mandatory consumer rights remain unaffected.

17. Business Customer Indemnification

To the extent permitted by applicable law, a business customer agrees to defend, indemnify, and hold nbound and its personnel harmless from third-party claims, damages, liabilities, and reasonable legal costs arising from that business’s unlawful communications or recording practices, lack of required consent, infringing or unlawfully supplied Customer Data, material misuse of the Services, or underlying home-service work. This provision applies to business customers, not merely to an individual receiving appointment messages.

This obligation does not apply to the extent a claim results from nbound’s own breach of these Terms, negligence, or unlawful conduct. We will provide reasonably prompt notice of a covered claim and reasonable cooperation. The business may control the defense with competent counsel, but may not agree to a settlement that admits fault by nbound or imposes a non-monetary obligation on nbound without our written consent. We may participate with our own counsel at our expense.

18. Governing Law and Disputes

Unless a separately executed agreement provides otherwise, these Terms are governed by Georgia law and applicable United States federal law, without applying conflict-of-law rules that would require another jurisdiction’s law. Subject to any mandatory legal rights, courts of competent jurisdiction in Georgia will have jurisdiction over disputes arising from these Terms or the Services, and the parties consent to that jurisdiction.

Contact team@nbound.io with a description of a dispute so we can try to resolve it. Contacting us does not waive legal rights, prevent urgent court relief, or extend a statutory filing deadline. These Terms do not impose mandatory arbitration or waive class-action rights. Where consumer law requires a different forum or governing protection, that requirement controls.

19. Changes, Notices, and General Provisions

We may revise these Terms and will identify the revision date at the top. We will provide notice of material changes to account holders through reasonable channels and obtain acceptance where required. Changes are prospective and do not override an existing signed commitment without the agreement or legal process necessary to do so. If you do not agree to a change, stop using the affected Services and arrange cancellation under the applicable agreement.

We may send service and contractual notices to the email associated with your account or through the platform. Keep your contact information current. Legal and support notices to nbound may be sent to the contact information below.

If a provision is unenforceable, the remaining provisions remain effective to the extent permitted by law. Failure to enforce a provision is not a waiver. Neither party is responsible for a failure caused by events outside its reasonable control to the extent recognized by law; this does not eliminate amounts already owed or duties that cannot legally be excused.

You may not transfer your account or contractual rights without our consent unless permitted by law or an applicable agreement. We may transfer these Terms with a merger, acquisition, or transfer of the relevant business, subject to applicable law and privacy obligations. These Terms and applicable accepted orders or separate agreements form the agreement concerning the Services; neither creates a partnership or employment relationship between nbound and a customer business.

20. Contact Information

For billing, privacy, communications, or service questions, include the relevant business or account name and enough detail for us to identify the issue. Do not send passwords or full payment credentials.