Terms of Service

Summary

Plain-language version: CompleteLine is a paid SMS and voice platform for local businesses. You are responsible for obtaining your customers’ consent before sending them messages. You own your data. We do not sell it. AI responses are automated — you are responsible for monitoring them. Payments are monthly and non-refundable except as required by law. Disputes are resolved in Colorado courts.

The sections below are the legally operative Terms. In any conflict, the full text controls.

1. Agreement to Terms

These Terms of Service (“Terms”) govern your access to and use of CompleteLine, operated by Complete OS LLC (“Company,” “we,” “us,” or “our”), available at completeline.app. By creating an account or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

2. What the Service Does

CompleteLine provides the following capabilities:

• Missed-call text-back: When a customer calls your business number and no one answers, CompleteLine automatically sends an SMS response within seconds, powered by an AI model (currently Claude by Anthropic).
• 2-way SMS inbox: A web-based inbox for managing SMS conversations with your customers across all your business locations. The AI can respond automatically, or you can take over manually.
• Browser softphone: A WebRTC-based softphone in the dashboard for making and receiving calls directly from your browser using your CompleteLine number.
• Review requests: Post-visit automated SMS prompting customers to leave a Google review.
• Appointment integration: Connects to Calendly and Acuity to confirm bookings and send reminders via SMS.

The Service is available to marketing agencies who resell to clients (“Agency”) and directly to businesses (“Direct”). Both are governed by these Terms.

3. Eligibility

You must be at least 18 years old and authorized to bind the business entity on whose behalf you register. The Service is intended for businesses operating in the United States. By signing up, you confirm that all information you provide is accurate.

4. SMS Compliance and Your Responsibilities

You are the data controller and the sender of record for all SMS messages sent through your account. You represent and warrant that:

• You have obtained legally sufficient consent from each recipient before sending marketing or transactional SMS messages, as required by the Telephone Consumer Protection Act (TCPA) and applicable state laws.
• You will maintain written or digital records of consent for each recipient and produce them upon request.
• You will honor STOP/UNSTOP requests immediately. The Service automatically processes these keywords, but ultimate compliance responsibility is yours.
• Your use of the Service complies with the TCPA, CTIA guidelines, CAN-SPAM Act, and all applicable state SMS and telemarketing regulations.
• You will not use the Service to send unsolicited messages, spam, or messages to numbers on the National Do Not Call Registry for which you lack a valid exception.

CompleteLine includes automated STOP/HELP/UNSTOP handling and consent records as a technical convenience. These features do not constitute legal advice or guarantee compliance. Consult qualified legal counsel for advice specific to your campaigns.

You agree to indemnify us against any TCPA or related claims arising from SMS messages sent through your account. See Section 15 for the full indemnification clause.

5. AI-Generated Content

The Service uses Claude by Anthropic to generate SMS responses on your behalf. By enabling AI responses, you acknowledge and agree that:

• AI-generated responses may be inaccurate, incomplete, or contextually inappropriate.
• You are solely responsible for all content sent to your customers, including AI-generated content.
• The Service includes hard-coded guardrails that prevent the AI from providing medical, legal, or financial advice. These may result in the AI declining to respond in certain scenarios.
• The AI may escalate a conversation to human review when it detects certain keywords. You are responsible for following up on escalated conversations.
• You should monitor conversations and use the manual takeover feature when appropriate.

6. Prohibited Uses

You may not use CompleteLine to:

• Send unsolicited spam or messages to individuals who have not consented
• Transmit, collect, or store Protected Health Information (PHI) as defined under HIPAA
• Harass, threaten, deceive, or impersonate any person or entity
• Send messages that are illegal in the recipient’s jurisdiction
• Attempt to circumvent the Service’s AI safety guardrails
• Reverse-engineer, decompile, or copy any part of the Service
• Resell or sublicense the Service without written authorization from us
• Use the Service in any manner that violates applicable law

We may suspend or terminate accounts that violate these prohibitions without notice and without refund.

7. Accounts and Security

You are responsible for all activity under your account. Keep your credentials confidential. Notify us immediately at hello@completeos.app if you suspect unauthorized access. We are not liable for losses resulting from unauthorized account use that you failed to promptly report.

8. Payment and Billing

• All fees are in U.S. dollars, billed monthly in advance.
• Payments are processed by Stripe. By providing payment information, you authorize us to charge your payment method for all applicable fees.
• Fees are non-refundable except where required by applicable law or at our sole discretion.
• We reserve the right to suspend access for non-payment after a 5-day grace period.
• Price changes will be communicated by email at least 30 days in advance. Continued use after a price change constitutes acceptance.

9. Data, Privacy, and Your Ownership

Your use of the Service is also governed by our Privacy Policy, incorporated into these Terms by reference.

• You own your data. We process it solely to provide the Service. We do not sell it, share it for advertising, or use it to train AI models.
• Your customers’ data: You are the data controller. We are your processor. You must have a lawful basis to process your customers’ data through the Service.
• Data portability: You may request a JSON export of your account data at any time by emailing us.
• Data deletion on termination: Upon account closure, your data is deleted in accordance with our retention policy (messages within 90 days, account data within 30 days).

10. Third-Party Integrations

CompleteLine integrates with Twilio (SMS/voice), Supabase (database), Stripe (billing), Anthropic (AI), PostHog (analytics), Sentry (error monitoring), Vercel (hosting), Google (review links, optional calendar/GBP), Calendly, and Acuity. Your use of the Service is subject to those services’ own terms. We are not responsible for outages, policy changes, or failures by third-party providers.

Twilio message delivery is not guaranteed. Carrier filtering, number reputation, and network conditions may affect deliverability. We are not liable for undelivered messages.

11. Intellectual Property

The Service, including its software, design, and content, is owned by Complete OS LLC and protected by applicable law. You receive a limited, non-exclusive, non-transferable license to use the Service for your internal business purposes during your subscription.

You retain ownership of all data and content you provide. You grant us a limited license to process that data as necessary to deliver the Service.

12. Service Availability

We target reasonable uptime but do not guarantee uninterrupted availability. The Service may be unavailable due to maintenance, third-party outages, or force majeure events. We will provide advance notice for planned maintenance when feasible.

We do not offer a formal SLA at this time. Scheduled downtime will be communicated via email or dashboard notice where possible.

13. Disclaimer of Warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR ERROR-FREE OPERATION. WE DO NOT WARRANT THAT SMS MESSAGES WILL BE DELIVERED, THAT AI RESPONSES WILL BE ACCURATE, OR THAT THE SERVICE WILL MEET YOUR SPECIFIC REQUIREMENTS.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, COMPLETE OS LLC SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES — INCLUDING LOST PROFITS, LOST REVENUE, LOST DATA, OR BUSINESS INTERRUPTION — ARISING FROM YOUR USE OF THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR TOTAL LIABILITY FOR ANY CLAIM ARISING UNDER THESE TERMS IS LIMITED TO THE AMOUNT YOU PAID US IN THE THREE CALENDAR MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

15. Indemnification

You agree to indemnify, defend, and hold harmless Complete OS LLC and its officers, employees, and agents from and against any claims, liabilities, damages, and expenses (including reasonable attorneys’ fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any law or third party’s rights
• Any TCPA, state telemarketing, or SMS marketing claims arising from messages sent through your account
• Your customers’ claims related to data you collected and processed using the Service

16. Termination

Either party may terminate the subscription at any time. You may cancel from your account settings or by emailing us. Cancellation takes effect at the end of the current billing period; no partial-period refunds are issued.

We may suspend or terminate your account immediately, without notice and without refund, for material violations of these Terms, including TCPA violations, non-payment (after the grace period), or conduct that puts the Service or other users at risk.

Upon termination, your right to use the Service ceases. We will delete your data in accordance with our retention policy (see Privacy Policy, Section 6).

17. Governing Law and Disputes

These Terms are governed by the laws of the State of Colorado, without regard to conflict of law principles. Any dispute shall be resolved exclusively in the courts of El Paso County, Colorado. You consent to personal jurisdiction in those courts.

Before filing a formal claim, you agree to contact us at hello@completeos.app to attempt good-faith informal resolution. If we cannot resolve the dispute within 30 days, either party may proceed to formal proceedings.

18. Changes to These Terms

We may update these Terms from time to time. For material changes, we will provide at least 14 days’ notice by email or in-app notification before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms. The effective date at the top of this page reflects the most recent revision.

19. Contact

Complete OS LLC
Colorado Springs, Colorado
Email: hello@completeos.app