1. Agreement to These Terms
These Terms of Service (the "Terms") are an agreement between PliersLab LLC ("PliersLab," "we," "us," "our"), an Ohio limited liability company based in Columbus, Ohio, and the business or person who uses our services ("you"). "Services" means PliersVoice, PliersChat, their dashboards, hosted chat pages, website widgets, and related integrations we provide.
By creating an account, subscribing to a plan, or using the Services, you accept these Terms. If you do not accept them, do not use the service.
If you accept these Terms on behalf of a business, you represent that you are authorized to bind that business, and "you" means that business.
2. The Service
PliersVoice and PliersChat provide AI voice and website-chat services for home-service businesses. Voice handles calls forwarded to your assigned AI number. Once activated and configured, chat handles conversations on your website or hosted chat page. The assistants collect service requests and assess urgency using configured rules. With a connected Google or Microsoft calendar, they can book available appointments, reschedule or cancel. Website-chat visitors verify a phone number or email before booking or managing appointments. SMS notifications are subject to Section 8 and the channel-specific consent process.
We may change, add, or remove features as the service develops. Nothing in these Terms requires us to keep any particular feature, integration, or configuration option.
3. Eligibility and Your Account
You must be at least 18 years old to use the Services, and you may use it only for business purposes — not for personal, family, or household use.
You agree to give accurate registration, contact, and billing information and to keep it current. Provisioning, call routing, and billing all depend on it being right.
You are responsible for your account credentials and for everything done under your account, including by your employees, contractors, and anyone else you give access to. If you believe your account has been used without your permission, tell us at support@plierslab.com promptly.
4. Subscriptions, Billing, and Cancellation
The Services currently support U.S. businesses and U.S. callers and chat visitors. You must have authority for each location and legal entity you enroll. Brand affiliation alone does not authorize access to an independently owned franchisee's data. Give users access only to locations they are authorized to manage and promptly remove access when that authority ends.
Plans and metered usage (minutes and web chats) are billed through our payment processor using the payment method you provide.
The mechanics live in one place so they cannot drift: what counts as a billable call, when your card is charged, what happens if a payment fails, what cancelling does to your service and your number, and how billing corrections are handled are all set out in our Billing Policy, which forms part of these Terms. Current plans, rates, and the money-back guarantee are described on our Pricing page, which likewise forms part of these Terms.
Starter, Pro and Max subscriptions run month to month, and you can cancel them at any time. Brand agreements run for the term stated in the agreement. Prices may change; we will tell you before a change applies to a renewal. You are responsible for any taxes on your subscription other than taxes on our income.
5. Your Responsibilities
You may forward only a number you own or are authorized to control, and you remain responsible for your arrangement with the carrier that provides it.
The assistant answers using the business information you give us — your hours, your service area, the work you take on, and what you charge for a visit. Keeping that information accurate and current is your responsibility, because callers are told what it says.
You are responsible for honoring the appointments the assistant books for you, or for contacting the customer promptly when you cannot. Your relationship with your own customers is yours: PliersLab is not a party to the work you sell them, does not perform it, and is not responsible for how it turns out.
6. Acceptable Use
You agree not to:
- use the service for any unlawful, deceptive, or harassing purpose;
- use it for outbound telemarketing, robocalling, or cold-call campaigns of any kind — PliersVoice answers inbound calls;
- hold it out as, or rely on it for, emergency, medical, or life-safety dispatch, or as a substitute for 911 or any other emergency service;
- reverse engineer, decompile, or otherwise try to derive the source code, models, or prompts behind the service;
- resell, sublicense, or make the service available to another business without our written agreement, except authorized locations and entities identified in your account or order form;
- intentionally submit payment-card data, government identifiers, medical records, or other regulated sensitive data outside an expressly agreed and supported use case;
- circumvent or interfere with rate limits, concurrency limits, spend controls, do-not-contact suppression lists, or any other protective measure; or
- transmit content you have no right to transmit, or use the service to infringe someone else’s rights.
If we reasonably believe this section has been breached, or that continued use puts callers, carriers, or the providers we depend on at risk, we may suspend access while we look into it. We will tell you when we do, unless the law prevents us.
7. Call Recording and Consent
Calls to a PliersVoice number are answered on a recorded line, and the assistant is configured to disclose at the start that it is an AI and the call is recorded. Recordings and transcripts are what let the assistant create a booking, and what let you review what was said.
Recording law varies by jurisdiction. You are responsible for confirming that recording calls is permitted where your business operates and where your callers are, and for not weakening or removing the disclosure the assistant speaks. You must provide required notices and obtain required permissions for recording, transcription, AI processing, and website chat, including notices on websites where you install the widget. A setting or checkbox does not establish consent for every caller. These responsibilities do not remove our own obligations under applicable law.
What we collect from a call, how long we keep it, and how a caller can ask for it to be deleted are described in our Privacy Policy.
8. Text Messages
SMS is consent-based. Callers who opt in during a call may receive appointment texts. Website-chat visitors can consent to SMS verification and booking messages, or choose email verification instead. Business owners who have opted in may receive notifications about activity on their own account within the subjects they agreed to receive. Consent evidence is captured through the applicable process and can be withdrawn at any time by replying STOP to any message.
The message programs, how consent is captured, and how STOP and HELP work are set out in our SMS Terms of Service. You are responsible for the accuracy of the numbers you give us and for your own obligations to your customers under applicable messaging law.
9. Customer Data and Privacy
When PliersVoice or PliersChat handles information about your customers — their name, contact details, address, and what they said in a call or chat — it does so on your behalf, as a service provider acting on your instructions. You remain the business those customers dealt with, and you remain responsible for the notices and consents your own obligations require.
You grant PliersLab the rights needed to host, process, and transmit that information in order to operate the service for you and to meet our legal obligations. What we collect, how we use it, who we share it with, how long we keep it, and the rights individuals have are described in our Privacy Policy.
10. Third-Party Services
The Services depend on third parties for telephony, calendar access, payments, and AI models. Their outages, rate limits, policy changes, and deprecations can affect whether a feature works or whether a call is answered, and we do not control them.
Where an account of yours with one of those providers is involved — a calendar account, for example — that account stays governed by its own provider’s terms, and revoking our access there will stop the parts of the service that depend on it. How the providers we use handle information is described in our Privacy Policy.
11. Service Availability
We work to keep voice and chat available, but do not commit to a service level. Planned maintenance, third-party outages, network failures, and defects all cause interruptions. We do not guarantee uninterrupted or error-free availability.
The current state of each component is published at /status. Because calls arrive whether or not the service is up, we recommend keeping a fallback for your line — forwarding it back to a number you answer yourself is the simplest one.
12. AI Output and Human Oversight
The Services use AI, and AI systems get things wrong. The assistant can mishear a caller, mis-transcribe an address or a number, misjudge how urgent a job is, capture a detail incorrectly, or book a time that does not work.
You are responsible for reviewing the bookings it creates and for confirming appointments with your customers before you rely on them. Do not treat what the assistant captured as verified, and do not treat anything it says in a call or chat as a commitment by PliersLab. Where an error would be costly, check it yourself.
13. Intellectual Property
PliersLab owns its software for the Services, its prompts, its configuration, its documentation, and the PliersLab, PliersVoice, and PliersChat names and marks. The underlying AI models belong to the third-party providers described in Section 10. These Terms give you a limited, non-exclusive, non-transferable right to use the service while your subscription is active, and nothing more.
You keep ownership of your business information and of your customer data. If you send us feedback or suggestions, we may use them without owing you anything for them.
14. Confidentiality
Each of us may learn non-public information about the other. Each side will use the other’s confidential information only as these Terms require, protect it with at least reasonable care, and disclose it only to people who need it and are bound to keep it confidential.
This does not apply to information that is public through no fault of the receiving side, was already known to it, was independently developed, or was lawfully received from someone else — and it does not prevent a disclosure the law requires, provided the other side is told where that is permitted.
15. Disclaimer of Warranties
The service is provided "as is" and "as available." To the fullest extent the law allows, PliersLab disclaims all warranties, express or implied, including the implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.
We do not warrant that the service will meet your requirements, that every call will be answered or handled correctly, that transcriptions or bookings will be accurate, or that defects will be corrected. Some jurisdictions do not allow the exclusion of implied warranties, so parts of this section may not apply to you.
16. Limitation of Liability
To the fullest extent the law allows, neither side is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, lost business, missed jobs, or loss of data — even if it was told such damages were possible.
PliersLab’s total liability for all claims arising out of or relating to these Terms or the service is limited to the fees you paid PliersLab in the twelve months before the event giving rise to the claim, in the aggregate and not separately for each claim. This limit does not reduce any liability that applicable law does not permit us to limit.
Some jurisdictions do not allow these exclusions or limitations, so parts of this section may not apply to you. Nothing here limits liability for fraud or willful misconduct.
17. Indemnification
You will defend, indemnify, and hold PliersLab harmless from third-party claims, damages, losses, and reasonable legal costs arising out of the work you sell your own customers, the information you give us or instruct us to use, your recording and messaging practices, the number you forward to us, or your breach of these Terms.
We will tell you promptly about a claim we are seeking indemnity for, and you may control its defense — except that we may take part with our own counsel at our expense, and no settlement that admits fault on our part or imposes an obligation on us binds us without our written consent. This indemnity applies to the extent a claim arises from your conduct described above, not to the extent caused by our fraud, willful misconduct, or other responsibility that applicable law does not permit us to transfer.
18. Term and Termination
These Terms apply from the first time you use the service and stay in force while your subscription is active. On Starter, Pro and Max you may cancel at any time, as described in our Billing Policy.
We may suspend or end your access if you breach these Terms, if a payment stays unresolved, or if the law or a provider we depend on requires it. We may also discontinue the service; if we do, we will give you reasonable notice. If we discontinue a prepaid service for reasons other than your breach, we will refund unused prepaid subscription fees for the discontinued period, unless your signed agreement provides an equivalent remedy.
When your subscription ends, so does your access, and your assigned AI line and website chat stop serving your customers. You must remove forwarding and website embeds as appropriate. Disconnecting does not delete events already in your calendar. Request any available data export before access ends; contact us about access needed to exercise applicable data rights afterward. Final charges already incurred remain due. What happens to the number afterward is described in the Billing Policy; how long we keep your data and how it is deleted are described in our Privacy Policy. The sections that should outlast the agreement do — fees already owed, intellectual property, confidentiality, disclaimers, limitation of liability, indemnification, and governing law.
19. Changes to These Terms
We may update these Terms. When a change is material, we will give notice before it takes effect — by email to the address on your account, or in the product. The "Last updated" date at the top of this page always names the current version.
Continuing to use the service after a change takes effect means you accept it. If you do not accept it, cancel before then.
20. Governing Law and Venue
These Terms are governed by the laws of the State of Ohio, without regard to its conflict of law rules.
The exclusive venue for any dispute arising out of or relating to these Terms or the service is the state and federal courts located in Franklin County, Ohio, and each of us consents to the personal jurisdiction of those courts.
21. General
- Entire agreement. These Terms, together with the Billing Policy, the Pricing page applicable to your purchase, the Privacy Policy, the SMS Terms where relevant, and any signed order form, brand agreement, or data-processing addendum are the agreement about the Services. A signed agreement controls a conflict where it expressly varies these terms; an executed data-processing addendum controls a conflict about processing customer personal information. Otherwise these Terms control, followed by the applicable Billing Policy and accepted pricing. A later website price does not override a signed rate or retroactively change a completed purchase.
- Severability. If a provision is held unenforceable, it is narrowed to the minimum extent needed, or removed, and the rest stays in force.
- No waiver. Not enforcing a provision once does not waive it later.
- Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate or in connection with a merger, an acquisition, or a sale of substantially all our assets.
- Force majeure. Neither side is liable for a delay or failure caused by something outside its reasonable control, including carrier and provider outages, network failures, and acts of government. This does not excuse payment obligations already accrued.
- Notices. We give notice to the email address on your account or in the product. You give notice to us at support@plierslab.com.
- Independent parties. Nothing here creates a partnership, a joint venture, employment, or an agency relationship between us.
22. Contact
PliersLab LLC is based in Columbus, Ohio. Questions about these Terms go to support@plierslab.com. Postal mail: PliersLab LLC, 6545 Market Ave N Ste 100, Canton, OH 44721.