Terms & Conditions

The service

OnDuty Crew provides an AI-based phone answering and booking service for home services businesses (HVAC, plumbing, roofing, electrical, and restoration companies). Our AI agent answers calls on a customer's behalf, triages the caller's need, and books jobs into the customer's calendar or CRM. Missed-call text-back, a Friday summary text, and call scoring are part of the service depending on the plan a customer selects.

Who can sign up

OnDuty Crew is sold to businesses, not individual consumers. Anyone signing up on behalf of a business confirms they have the authority to do so and that the business information provided (name, service area, hours, and contact details) is accurate.

Pricing and billing

• Pricing, plan tiers, and what is included in each plan are listed on our website and in the customer's order form at signup. Prices there control over any other estimate.
• The service starts with a minimum term, after which it continues month-to-month unless cancelled.
• Each plan includes a set number of calls per month. Calls beyond that number are billed as overage at the rate stated on the pricing page at the time of signup. There is no per-minute meter or surprise billing beyond what is disclosed in writing at signup.
• Setup fees, if any, are billed at signup and are non-refundable except as described in the answering guarantee below.
• Late or failed payments may result in a pause of service until the account is brought current.

The 48-hour answering guarantee

Once a customer's onboarding call is complete and their account is fully configured, OnDuty Crew answers live within 48 hours. If we fail to do that, the setup fee for that customer is refunded. The 48-hour clock starts when onboarding is complete on our end, not at the moment a form is submitted. Carrier approval for text messaging (A2P registration) is controlled by outside carriers, not by OnDuty Crew, and is not covered by this guarantee.

Call recording and consent

Every call answered by the OnDuty Crew AI agent opens with a spoken disclosure that the call may be recorded. Call recording consent laws vary by state, and some states require every party on a call to consent, not just one. Each customer is responsible for knowing and following the recording consent law that applies to their own business and service area, and for telling us if their configuration needs to change as a result. See our Privacy Policy for more on how call data is handled.

Acceptable use

The service may not be used for any unlawful purpose, to harass or deceive callers, to place calls or texts to numbers that have not consented to contact, or in a way that violates telemarketing, robocall, or SMS compliance laws (including TCPA and applicable state law). A customer's SMS communications must include opt-out language and identify the business by name, as required by law.

Ownership

OnDuty Crew retains ownership of its software, AI agent configurations, and underlying technology. A customer owns their own business data, call recordings, transcripts, and booking records generated through their use of the service, and can request an export at any time.

No warranty

The service is provided on an as-is basis. We work to keep call answering accurate and reliable, but we do not guarantee the AI agent will handle every call perfectly, and a customer should have a reasonable escalation path in place for the calls that need a human.

Limitation of liability

To the extent allowed by law, OnDuty Crew's total liability for any claim related to the service is limited to the fees paid by the customer in the three months before the claim arose. OnDuty Crew is not liable for indirect, incidental, or consequential damages, including lost profits or lost business.

Cancellation and termination

A customer can cancel at the end of their current billing period by giving written notice. OnDuty Crew may suspend or terminate service for non-payment, misuse, or violation of these terms. Upon cancellation, a customer's data is retained for a reasonable period for billing and legal purposes and can be exported or deleted on request, as described in our Privacy Policy.

Changes to these terms

We may update these terms as the service changes. The "last updated" date at the top will always reflect the most recent version. Material changes will be communicated to active customers directly before they take effect.

Governing law

These terms are governed by the laws of the State of Missouri, without regard to conflict of law principles.