Terms of Service

1. Service Description

CounterLine is an AI-powered phone receptionist software-as-a-service (SaaS) platform. Our service provides businesses with an intelligent virtual receptionist that answers phone calls, books appointments, manages customer interactions, and delivers business analytics -- all powered by artificial intelligence.

2. Eligibility

To use CounterLine, you must be a registered business or authorized representative of a business. You must be at least 18 years of age. By creating an account, you represent and warrant that you meet these eligibility requirements and have the authority to bind the business to these terms.

3. Account Responsibility

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use of your account. CounterLine is not liable for any loss arising from unauthorized access to your account.

4. Acceptable Use

You agree not to use CounterLine to:

• Conduct any illegal activity or facilitate illegal transactions.
• Abuse, manipulate, or attempt to exploit the AI system.
• Harass, threaten, or deceive callers or any third party.
• Transmit malicious code, spam, or unauthorized advertising.
• Interfere with or disrupt the integrity of the service or its infrastructure.
• Impersonate another person or entity through the AI receptionist.
• Use the service for emergency dispatch or life-threatening situations.

5. Subscriptions, Free Trials, Pricing, Auto-Renewal & Cancellation

5.1 Subscription plans. CounterLine is offered as a paid monthly subscription in tiers (currently Starter, Growth, and Pro). Current prices are shown on our pricing page and on the checkout screen at the time you subscribe. A valid payment method is required to start any subscription, including subscriptions that begin with a free trial or free period.

5.2 Free trials and free periods. Some subscriptions begin with a free trial or promotional free period (for example, a 14-day free trial, or a 3-month free period for invited accounts). The length of your free trial or free period, and the date it ends, are shown to you at checkout. You will not be charged during the free trial or free period. Unless you cancel before it ends, your subscription will automatically convert to a paid subscription and your payment method will be charged at the rate and on the schedule disclosed to you at checkout.

5.3 Introductory / promotional pricing and price changes. Some subscriptions include an introductory or promotional rate for a stated number of months (for example, a discounted rate for the first 6 months of paid service). When the introductory period ends, your price will increase to the then-current standard rate for your plan, and your subscription will continue to renew automatically at that standard rate. The introductory rate, its duration, and the standard rate that follows are disclosed to you at checkout before you subscribe. We may change standard subscription prices on a going-forward basis; we will give you advance notice of any such change as required by applicable law, and the change will take effect on your next billing cycle after the notice period.

5.4 Automatic renewal. Your subscription automatically renews on a monthly basis and your payment method will be automatically charged the applicable recurring amount at the start of each billing period, until you cancel. By subscribing, you authorize CounterLine and its payment processor (Stripe) to store your payment method and to charge it on this recurring basis, including charging the standard rate after any free, promotional, or introductory period ends. The amount, billing frequency, and the date(s) on which the amount changes (such as the end of a trial or introductory period) are disclosed to you before you complete checkout.

5.5 Billing, overage & additional numbers. Charges are billed in advance for each monthly period and are non-refundable except as required by law or as expressly stated in these Terms. Usage beyond your plan's included minutes is billed at the per-minute overage rate shown on the pricing page, and some plans include multiple phone numbers; additional numbers beyond your plan's included amount are billed at $7/month per number, added to your subscription. Payments are processed by Stripe; CounterLine does not store full card numbers. You are responsible for keeping your payment method current; failed charges may result in suspension or cancellation of your subscription.

5.6 Cancellation. You may cancel your subscription at any time from Account → Billing in your CounterLine dashboard. Cancellation takes effect at the end of your current billing period: your subscription will not renew, but you retain access to the Service and any phone number(s) assigned to your account until the end of the billing period you have already paid for. At the end of that period, your access ends and your phone number(s) are released (subject to the grace period described in Section 10) and may no longer be reachable. We do not provide prorated refunds for the unused portion of a billing period. You may reverse a scheduled cancellation (re-enable renewal) at any time before the period ends. Cancelling during a free trial or free period stops the subscription from converting to paid, and you will not be charged.

5.7 Pre-purchase disclosure and consent. Before you complete checkout, we present the material terms of your subscription — that it auto-renews, the recurring amount, the billing frequency, the date(s) any amount changes (including the end of any trial or introductory period and the standard rate that follows), and how to cancel — and obtain your consent to these terms. We also send you a confirmation of these terms after you subscribe.

5.8 Offers accepted at signup; existing subscribers. The specific pricing, trial, and promotional terms that apply to your subscription are those disclosed to and accepted by you at the time you subscribed. If you subscribed under a prior offer, that offer's terms continue to govern your subscription according to their stated duration; changes to our standard offers apply to new subscriptions only, except for going-forward standard-price changes made under Section 5.3 with required notice.

6. Service Availability

CounterLine strives to maintain high availability of its services. However, we provide the service on a "best effort" basis and do not guarantee any specific uptime SLA. The service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control. We will make reasonable efforts to provide advance notice of planned downtime.

7. AI Disclaimer

CounterLine's AI receptionist is an automated system that may occasionally make mistakes, misinterpret caller intent, or provide inaccurate information. The AI is not a substitute for human judgment and should not be solely relied upon for critical business decisions. CounterLine is not designed for and must not be used as an emergency service. If a caller has an emergency, they should be directed to call 911 or the appropriate emergency services. You acknowledge and accept these limitations by using the service.

8. AI Disclosure

All calls handled by CounterLine begin with an automated disclosure informing the caller that they are speaking with an AI-powered assistant. This disclosure is built into the service and cannot be disabled. You agree not to modify, circumvent, or misrepresent the nature of the AI assistant to callers.

9. Call Transcripts and Audio

CounterLine does not record or store call audio. Calls are transcribed in real time to enable scheduling, AI processing, and dashboard analytics, and the resulting transcripts are retained per the windows described in our Privacy Policy. No persistent audio recording is created on CounterLine's systems or those of its voice provider (which is configured with zero-day audio retention). You remain responsible for ensuring that AI-handled calls comply with applicable law in your jurisdiction, including any notice requirements specific to AI-disclosed interactions.

10. Phone Number Lifecycle

Upon subscription activation, you may provision a dedicated phone number for your business — including a preferred area code — from your account dashboard. Each plan includes at least one phone number. If your subscription is cancelled or lapses, your phone number enters a 45-day grace period during which the number is reserved but no longer handles calls. After the grace period, the number is parked for an additional period before being permanently released. Once released, a phone number cannot be recovered. If you wish to retain your number, you must reactivate your subscription during the grace period.

11. Intellectual Property and Customer Records

CounterLine and its associated technology, branding, and content are the intellectual property of CounterLine. You retain full ownership of your business data, customer information, and any content you provide to configure the service. You grant CounterLine a limited license to use your data solely for the purpose of providing and improving the service.

Owner responsibility for customer records and notes: You are responsible for the content of customer records and customer notes that you or your authorized staff create or edit, including ensuring those records and notes do not contain content prohibited by these Terms or applicable law (for example, defamatory statements, unlawfully collected personal information, or sensitive categories of data your business is not authorized to handle).

12. Limitation of Liability

To the maximum extent permitted by law, CounterLine and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, or business opportunities, arising out of or related to your use of the service. Our total liability for any claim arising from the service shall not exceed the amount you paid to CounterLine in the twelve (12) months preceding the claim.

13. Termination

Either party may terminate this agreement at any time. You may cancel your account through your account settings or by contacting us. We reserve the right to suspend or terminate your account if you violate these terms. Upon termination, transcripts and summaries belonging to your business are purged within 30 days. Account, billing, and configuration data may be retained longer where required by law (e.g., tax records). The data-retention windows that apply while your account is active are described in the Privacy Policy.

14. Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law provisions. Any disputes arising from these terms or the use of CounterLine shall be resolved in the courts located in Los Angeles County, California.

15. Changes to These Terms

We may update these Terms of Service from time to time. We will notify you of any material changes by posting the updated terms on this page and updating the "Last updated" date. Your continued use of CounterLine after any changes constitutes acceptance of the revised terms.

16. SMS Messaging Program

A complete description of the SMS program — including the verbatim opt-in flow, sample messages, and HELP/STOP instructions — is available on our SMS Notifications Program page. Key terms are summarized below.

Program Name: CounterLine SMS Program — operated by Counter Line LLC. The program covers two distinct channels: (a) the per-business transactional channel sent on behalf of CounterLine-subscribed businesses, and (b) the CounterLine LLC product-updates channel.

Channel A — Per-business Transactional. When a customer calls a business that subscribes to CounterLine, our AI receptionist may, with the customer's verbal consent, send transactional SMS messages on behalf of that business. These messages include appointment confirmations, appointment reminders (typically day-before and same-day), callback confirmations when a customer asks to be called at a specific time, reschedule notices, and standard HELP/STOP responses. This channel does not send marketing or promotional content.

Channel B — CounterLine Product Updates. Counter Line LLC operates a separate SMS channel from its own number, +1 (213) 295-8225, for CounterLine product updates, demos, and related operational information. Opt in via the form at counterline.net/sms/opt-in or by texting JOIN to that number. This channel may include both transactional and promotional content. Frequency varies and is generally low. Reply STOP at any time to opt out.

Message Frequency:Message frequency varies based on the customer's appointment activity, typically 1–4 messages per appointment cycle (confirmation, reminder, and any reschedule or callback notices).

Message and Data Rates: Message and data rates may apply. Carriers are not liable for delayed or undelivered messages.

How to Opt In:For Channel A (per-business transactional), end users opt in by verbally consenting during a phone call with a CounterLine-subscribed business when booking an appointment, or by texting an opt-in keyword (JOIN, START, YES, or SUBSCRIBE) to that business's CounterLine number. For Channel B (CounterLine product updates), submit the form at counterline.net/sms/opt-in or text JOIN to +1 (213) 295-8225. Detailed opt-in flow and consent record format is published at counterline.net/sms.

How to Opt Out — Reply STOP: To stop receiving messages at any time, reply STOP (or STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT) to any message. You will receive a one-time confirmation that you have been unsubscribed; no further messages will be sent from that business.

How to Get Help — Reply HELP: For help, reply HELP (or INFO) to any message, or contact our support team at counterlineadmin@gmail.com. Participation in the SMS program is optional and is not a condition of any purchase or service.

Supported Carriers:AT&T, Verizon, T-Mobile, U.S. Cellular, Metro by T-Mobile, Boost Mobile, Cricket Wireless, and most other major U.S. carriers.

17. Third-Party Integrations

CounterLine supports connecting to selected third-party services (currently Square Appointments) so your bookings, customers, and service catalog can flow between the two systems. Connecting a third-party service is optional and requires you to explicitly authorize CounterLine through the third party's OAuth consent flow.

Your responsibilities: you are responsible for maintaining valid credentials for the connected service, for monitoring the sync activity that CounterLine surfaces in Settings → Integrations, and for promptly resolving any sync conflicts that we flag.

Sync behavior:Bidirectional sync is best-effort. CounterLine writes changes to the connected service as they happen and pulls changes from the connected service via webhooks within seconds. In the rare case that the same record is edited on both sides within the same short window, CounterLine surfaces the disagreement as a conflict for your manual review rather than silently overwriting either version; if a conflict is left unresolved for 24 hours, CounterLine defaults to the connected service's version and notifies you by email.

Disconnecting:you can disconnect at any time from CounterLine Settings → Integrations or by revoking access from the connected service's dashboard. Disconnecting stops further sync but does not retroactively remove data already synced into CounterLine. To remove already-synced records, edit or delete them within CounterLine after disconnecting.

No liability for third-party issues: CounterLine is not responsible for outages, API changes, data losses, or pricing changes on the third-party service. If the third party rate-limits or fails our requests, sync may be delayed; CounterLine will retry with exponential backoff and surface persistent failures in your sync dashboard.

18. Contact Us

If you have questions about these Terms of Service, please contact us at:
counterlineadmin@gmail.com
Counter Line LLC, Los Angeles, CA