These Terms of Service (the “Terms”) are a binding agreement between you and BUILTO (“BUILTO,” “we,” “us,” or “our”), a sole proprietorship operated by Matthew McDowell and based in Dennis, Massachusetts. They govern your purchase and use of BUILTO’s services. By checking the acceptance box at checkout, subscribing, or using the service, you agree to these Terms. If you do not agree, do not use the service.
1. The Service
BUILTO provides an AI answering and missed-call recovery service for local service businesses. Depending on the plan you select, your subscription may include:
- A dedicated business phone number provisioned and managed by BUILTO.
- An automated AI receptionist that answers calls you are unable to take, captures the caller’s name, phone number, location, and service request, and relays those details to you by text and email.
- Automatic text-back messages to callers whose calls went unanswered or were abandoned.
- Call recordings and transcripts, available to you through your account.
- A business website designed, built, and hosted by BUILTO, including reasonable content updates on request.
The specific features included in your subscription are those described to you at signup. We may add, modify, improve, or discontinue individual features from time to time. If we discontinue a material feature, we will give you reasonable notice and you may cancel under Section 11.
2. Eligibility and Authority
The service is offered only to businesses and only for business purposes. It is not intended for personal, family, or household use. You represent that you are at least 18 years old, that you are authorized to enter into these Terms on behalf of the business you identify at signup, and that the business information you provide is accurate and current. If you enter into these Terms on behalf of an entity, “you” means that entity and you represent that you have authority to bind it.
3. Account Setup and Cooperation
Delivery of the service depends on information and cooperation from you, including business details, call forwarding activation, carrier registration information, and content for any website we build. You are responsible for keeping your contact information and payment method current. If you do not provide required information or cooperation, we may be unable to deliver some or all of the service, and this does not entitle you to a refund or credit.
4. Call Forwarding
To use the answering service, you enable conditional call forwarding on your existing business phone so that calls you do not answer are routed to your BUILTO number. You are responsible for enabling this setting on your device and may disable it at any time using the deactivation code provided by your carrier. Enabling conditional forwarding replaces your carrier’s standard voicemail behavior for unanswered calls. Forwarding behavior, availability, and any charges associated with it are controlled by your carrier, not by BUILTO.
The service is not a telephone line, is not a substitute for your primary phone service, and is not capable of carrying or routing emergency (911) calls. Do not rely on your BUILTO number for emergency communications.
5. Call Recording and Transcription
Calls routed to your BUILTO number are answered by an automated service and may be recorded and transcribed in order to deliver accurate messages to you. You authorize BUILTO to answer, record, and transcribe these calls on behalf of your business, and you appoint BUILTO as your agent for that limited purpose. Our automated greeting identifies itself as an automated answering service to callers and discloses that the call may be recorded.
Call recording is regulated at the state level, and some states require the consent of all parties to a call. You are responsible for ensuring that your use of the service complies with the call-recording, consent, and disclosure laws applicable to your business and to the callers you receive. If you require a different greeting or disclosure in order to comply, you must tell us so we can configure it.
6. SMS and Text Messaging
The service sends text messages to consumers who have placed an inbound call to your business phone number and were not connected, and sends lead notifications to you. Messages are sent in response to consumer-initiated calls. Message frequency varies. Message and data rates may apply. Recipients may reply STOP at any time to opt out of further messages, or reply HELP for assistance. Consent to receive text messages is not a condition of any purchase.
No mobile phone numbers or SMS consent data will be shared with or sold to third parties or affiliates for marketing or promotional purposes.
Business text messaging in the United States requires carrier registration. You agree to provide the information necessary to register your business with the messaging carriers, including your legal name, business address, and a mobile number for verification. Text messaging features become active once carrier registration is approved, typically within a few business days of signup. Voice answering is active immediately. Carrier registration is performed by third parties, and approval timelines and outcomes are outside our control. Delay or denial of carrier registration does not entitle you to a refund or credit.
7. Your Compliance Responsibilities
You are solely responsible for compliance with all laws applicable to your business and to communications sent on your behalf, including the Telephone Consumer Protection Act (TCPA), the CAN-SPAM Act, federal and state do-not-call rules, state call-recording and consent laws, state telemarketing and automatic-renewal laws, and applicable carrier and industry messaging requirements. You agree:
- Not to use the service to send unsolicited marketing, promotional, or telemarketing messages of any kind.
- To honor opt-out requests promptly and not to message any person who has opted out.
- Not to upload, import, or request messaging to any list of contacts who did not initiate contact with your business.
- To provide accurate business identity information for carrier registration and not to misrepresent your business.
The service is configured to reply only to consumers who called your business. If you ask us to configure the service in a way that would violate these requirements, we may refuse and may terminate your subscription under Section 12.
8. Acceptable Use
You agree not to: use the service for any unlawful, fraudulent, deceptive, harassing, or abusive purpose; use it in connection with any business or content that is illegal in your jurisdiction; resell, sublicense, or provide the service to any third party; attempt to reverse-engineer, copy, or extract our prompts, configurations, code, or infrastructure; interfere with or overload the service; use the service to transmit malware; or attempt to gain unauthorized access to any part of our systems or those of our providers.
9. Fees, Billing, and Automatic Renewal
The AI answering service costs $197.00 per month, plus a one-time setup fee of $349.99 charged at signup. The setup fee covers provisioning your dedicated business phone number, configuring call forwarding on your existing line, building and testing a custom AI agent using your business name, services, service area, and hours, and go-live support. The setup fee is charged once and is non-refundable once setup is complete. Website-only plans, where offered, are billed at the rate quoted to you at signup. There is no contract and no minimum term. Prices include any applicable sales tax.
Payments are processed securely by Stripe or Square, depending on the payment link provided to you at signup. We never see or store your full card number. Depending on which processor handles your payment, charges will appear on your card statement as one of the following:
- BUILTO* RECEPTIONIST — answering service plans processed through Stripe
- BUILTO* WEBSITE — website-only plans processed through Stripe
- BUILTO GROUP — any plan processed through Square
If you do not recognize a charge on your statement, please contact us at (617) 507-9849 before contacting your bank so we can identify it for you.
Your subscription renews automatically. By subscribing, you authorize BUILTO to charge your payment method the then-current fee on a recurring monthly basis, on the same day of each month as your original payment, until you cancel in accordance with Section 11. You may cancel at any time and cancellation is easy — see Section 11.
If a payment fails, we may retry the charge and may suspend the service until payment succeeds. You are responsible for any fees your bank or card issuer charges you. We may change our prices with at least 30 days’ notice sent to the email address on your account; continued use after the price change takes effect constitutes acceptance, and if you do not agree you may cancel before it takes effect.
You agree to contact us before disputing a charge with your bank or card issuer so we can resolve the issue directly. Initiating a chargeback without first contacting us is a breach of these Terms, and we may suspend or terminate your service and recover the amount owed plus any associated fees.
10. No Refunds
All payments are final and non-refundable. BUILTO does not issue refunds, credits, or prorated amounts for any reason, including partial months, unused service, periods during which call forwarding was not enabled, delays in carrier registration, dissatisfaction with results, or cancellation part-way through a billing period. This applies except where a refund is required by applicable law.
Because your subscription can be cancelled at any time and no contract or minimum term applies, the way to avoid a future charge is to submit a cancellation request before your next billing date as described in Section 11.
11. Cancellation
You may cancel at any time — no fee, no minimum term, no questions asked.
To cancel, you must call (617) 507-9849 and request cancellation by phone. Your request must identify your business name and the phone number on your account. A cancellation request is not effective until we receive it by phone at that number; requests made by any other channel, including email or text message, may not be processed.
If you call outside our business hours or we are unable to take your call, leave a voicemail stating your business name, the phone number on your account, and that you are requesting cancellation. A voicemail left at that number is treated as a valid cancellation request, effective as of the time and date of the voicemail. We will return your call to confirm.
Cancellation requests are processed within 24 to 48 hours of receipt. Once processed, your subscription will not renew and no further charges will occur. We will send written confirmation of your cancellation to the email address on your account.
Your membership remains active until 30 days after your last successful payment. You keep full access to the service through the end of that 30-day period, after which your BUILTO phone number is released, your website is taken offline, and access ends. Cancellation does not entitle you to a refund of any payment already made, including the payment covering the period in which you cancel. See Section 10.
You should disable call forwarding on your business phone once your service period ends. Once your number is released it cannot be recovered, and we are not responsible for calls or messages directed to a released number.
12. Suspension and Termination by BUILTO
We may suspend or terminate your access to the service, with or without notice, if you breach these Terms, if your use creates legal or carrier-compliance risk, if payment fails, if we suspect fraudulent or abusive activity, or if a third-party provider we depend on suspends or terminates the underlying capability. We may also discontinue the service entirely on 30 days’ notice. Termination by us for your breach does not entitle you to any refund. Sections 7, 8, 10, 13 through 24 survive termination.
13. Your Content and Data
Content you provide remains yours, and call recordings, transcripts, and lead information relating to your business remain yours. You grant BUILTO a non-exclusive, worldwide, royalty-free license to host, store, process, transmit, reproduce, and display that content solely as needed to operate and deliver the service to you, and to configure and improve the service. You represent that you own or have the right to use all content you provide, including names, photos, logos, and text, and that our use of it will not infringe any third party’s rights.
You are responsible for retaining your own copies of any recordings, transcripts, or lead data you wish to keep. Following cancellation or termination we may delete your data in accordance with our ordinary retention practices, and we have no obligation to retain it.
14. BUILTO Property
The site design, code, templates, AI prompts and configuration, workflows, documentation, and all hosting and telephony infrastructure remain the exclusive property of BUILTO. Your subscription grants you a limited, revocable, non-exclusive, non-transferable right to use the service during your subscription term, and no other rights are granted by implication. The BUILTO phone number assigned to your account is provisioned by BUILTO, remains ours, and is released upon cancellation. If you own a custom domain name, it remains yours at all times. Any feedback or suggestions you provide may be used by us without restriction or compensation.
15. Third-Party Services
The service depends on third-party providers, including telecommunications carriers, messaging and voice platforms, AI model providers, hosting providers, and payment processors. Your use of the service may also be subject to those providers’ terms. We do not control and are not responsible for third-party services, their availability, their pricing, their policy changes, or any act or omission on their part, and we make no representation or warranty regarding them.
16. Privacy
Our collection and use of information is described in our Privacy Policy, which is incorporated into these Terms by reference. To the extent we process personal information about your callers on your behalf, we do so as your service provider and only as needed to deliver the service.
17. No Guarantee of Results
We work to keep your service running reliably, but we do not guarantee uninterrupted or error-free availability, that every call will be answered, captured, or transcribed accurately, that any message will be delivered, that any AI-generated response will be accurate or appropriate, or that you will achieve any particular search-engine ranking, lead volume, booking rate, revenue, or business result. Any figures, examples, testimonials, or estimates presented on our website or in our marketing are illustrative only and are not a promise of results. Telephone and messaging delivery depend on third-party carriers outside our control.
The service uses automated systems and may produce inaccurate or unexpected output. You are responsible for reviewing lead information before acting on it and for any commitment you make to a customer based on it.
18. Disclaimer of Warranties
The service is provided “as is” and “as available,” without warranty of any kind. To the fullest extent permitted by law, BUILTO disclaims all warranties, express, implied, or statutory, including any implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, and any warranty arising from course of dealing or usage of trade. BUILTO does not warrant that the service will be uninterrupted, secure, timely, or error-free.
19. Limitation of Liability
To the fullest extent permitted by law, BUILTO will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, business, goodwill, customers, leads, data, or anticipated savings, arising out of or relating to these Terms or the service, whether based in contract, tort, negligence, strict liability, or any other theory, and whether or not BUILTO has been advised of the possibility of such damages.
BUILTO’s total aggregate liability for all claims arising out of or relating to these Terms or the service will not exceed the total amounts you actually paid to BUILTO in the three (3) months immediately preceding the event giving rise to the claim.
Some jurisdictions do not allow certain limitations, so some of the above may not apply to you. In that case our liability is limited to the greatest extent permitted by law. You agree that these limitations are a fundamental basis of the bargain between us and reflect the price of the service.
20. Indemnification
You agree to defend, indemnify, and hold harmless BUILTO and Matthew McDowell, and their respective agents and contractors, from and against any claim, demand, action, loss, liability, damage, fine, penalty, cost, or expense (including reasonable attorneys’ fees) arising out of or relating to: (a) your use of the service; (b) your breach of these Terms; (c) content or information you provide; (d) your violation of any law, including the TCPA, do-not-call rules, or call-recording or consent laws; (e) any communication sent to a consumer on your behalf; or (f) any dispute between you and one of your customers. We will notify you of any such claim and may participate in the defense with counsel of our choosing at our expense; you may not settle any claim in a way that imposes any obligation or admission on us without our written consent.
21. Dispute Resolution and Arbitration
Informal resolution first. Before starting any formal proceeding, you agree to contact us at contact@builtogroup.com and give us 30 days to resolve the dispute informally. Most issues can be handled with a phone call.
Binding individual arbitration. If we cannot resolve a dispute informally, you and BUILTO agree that any dispute, claim, or controversy arising out of or relating to these Terms or the service will be resolved by final and binding individual arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, rather than in court. The arbitration will take place in Barnstable County, Massachusetts, or by videoconference or on written submissions at the arbitrator’s discretion. The arbitrator’s award may be entered as a judgment in any court of competent jurisdiction.
Class action and jury trial waiver. You and BUILTO each waive the right to a jury trial and agree that claims may be brought only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate claims or preside over any form of representative proceeding.
Exceptions. Either party may bring an individual claim in small-claims court, and either party may seek injunctive or equitable relief in court to protect intellectual property or confidential information. If the class-action waiver in this section is found unenforceable as to a particular claim, that claim will proceed in court and the rest of this section will remain in effect.
22. Governing Law and Venue
These Terms are governed by the laws of the Commonwealth of Massachusetts, USA, without regard to its conflict-of-laws rules. For any dispute not subject to arbitration, you and BUILTO consent to the exclusive jurisdiction and venue of the state and federal courts located in Barnstable County, Massachusetts.
23. Changes to These Terms
We may update these Terms from time to time. Material changes will be posted on this page with an updated date, and where the change is significant we will make reasonable efforts to notify you by email. Continued use of the service after changes take effect constitutes acceptance. If you do not agree to a change, your remedy is to cancel under Section 11.
24. General Provisions
Entire agreement. These Terms, together with the Privacy Policy and the plan details presented at signup, are the entire agreement between you and BUILTO and supersede all prior discussions, proposals, and representations, including any statement made during a sales call that is not reflected here.
Assignment. You may not assign or transfer these Terms without our written consent. We may assign these Terms in connection with a sale, merger, reorganization, or transfer of our business or assets.
Independent contractors. Nothing in these Terms creates a partnership, joint venture, employment, or franchise relationship between us. Except for the limited agency described in Section 5, neither party may bind the other.
Force majeure. Neither party is liable for any failure or delay caused by events beyond its reasonable control, including carrier or platform outages, internet or power failure, natural disaster, labor dispute, government action, or acts of war or terrorism.
Severability and waiver. If any provision is held unenforceable, it will be modified to the minimum extent necessary or severed, and the remaining provisions stay in full force. Our failure to enforce any provision is not a waiver of it.
Notices and electronic communications. You consent to receive notices and communications from us electronically, by email to the address on your account or by posting to our website, and you agree that electronic acceptance and signatures have the same legal effect as handwritten ones. Notices to us must be sent to contact@builtogroup.com.
Headings. Section headings are for convenience only and do not affect interpretation.
25. Contact
Questions or billing issues: email contact@builtogroup.com, call or text (617) 507-9849, or use the BUILTO support page. Cancellation requests must be made by phone to (617) 507-9849 to be effective — see Section 11.
BUILTO · Dennis, Massachusetts, USA · (617) 507-9849 · contact@builtogroup.com