Crewsmith Terms of Service

These terms govern access to and use of Crewsmith, including the web dashboard, the technician app, the AI phone and text receptionist, the customer portal, and related services. Crewsmith asks each person to accept the current version before they continue using the service.

The business that subscribes to Crewsmith (the "business") is the customer under these terms. A person who holds permission to edit the business's settings accepts on behalf of the business and confirms they have authority to do so. Every other user accepts these terms for their own use of Crewsmith on the business's behalf.

If you do not agree, do not use Crewsmith.

The business decides who gets access, what roles and permissions they hold, and which AI agents act for it. The business is responsible for what its users and agents do in Crewsmith and for removing access when someone leaves.

Keep sign-in credentials secure, use your own login, and tell the business or Crewsmith promptly about any unauthorized access.

Plans, included usage (such as voice minutes and text messages), overage rates and trial terms are shown when the business chooses a plan and on its billing settings. Fees are billed in advance through our payment processor; usage beyond what a plan includes is billed at the published rates.

If a payment fails, Crewsmith may limit the account after a grace period until billing is brought current. Fees are non-refundable except where required by law or stated otherwise in writing. Prices exclude taxes, which the business pays where they apply.

Crewsmith records, transcribes and summarizes calls to help the business review outcomes and serve its customers. By default this includes calls the AI receptionist transfers to the business's team (from the moment the team member answers) and business calls technicians place from the Crewsmith app. Crewsmith does not play a recording announcement on transferred calls or on technicians' outbound calls.

The business is solely responsible for complying with every call-recording, wiretap, eavesdropping and consent law that applies to its calls, including laws in states and countries that require the consent of everyone on the call. That includes telling callers and the people its staff call that the call is recorded and transcribed wherever the law requires it, and obtaining any consent required. The business can turn off recording of transferred calls in Settings → Communications → Calls.

Recordings and transcripts are kept for the retention period described in our Privacy Policy, then deleted.

The AI receptionist and other automated features answer calls and texts, book work, and take actions using the business's settings, knowledge base and instructions. AI can misunderstand people or make mistakes. The business is responsible for reviewing bookings, quotes, messages and other results, and for the information and instructions it gives the AI.

Crewsmith is not an emergency service. The AI receptionist does not contact emergency services, and callers with an emergency should hang up and call 911 or their local emergency number.

The business is responsible for having the consent the law requires before Crewsmith sends text messages to its customers on its behalf, for the content it asks Crewsmith to send, and for keeping accurate registration details for its texting number. Crewsmith honors STOP and START requests as described in the SMS Terms.

The business keeps ownership of the customer, job, call, message and other data it puts into Crewsmith. Crewsmith processes that data to provide the service, as described in the Privacy Policy, and acts as a service provider to the business for it.

The business is responsible for having the right to collect and share that data with Crewsmith and for giving its customers any notices the law requires.

When the business accepts card payments from its customers through Crewsmith, it does so through its own account with our payment processor and under that processor's terms. The business, not Crewsmith, is the seller to its customers and is responsible for its prices, refunds, disputes and taxes.

Do not use Crewsmith to break the law; send spam or unwanted marketing; harass, deceive or impersonate anyone; upload malicious code; probe, overload or bypass the security of the service; access another business's data; or copy, resell or reverse engineer the service.

Crewsmith may suspend access that puts the service, other businesses or the public at risk.

Crewsmith works with services such as payment processors, phone and texting carriers, calendars and accounting software. When the business connects one, that service's own terms also apply, and Crewsmith is not responsible for the service itself.

Crewsmith improves the service over time and may add, change or remove features. When these terms change in a material way, Crewsmith updates the effective date and asks each person to accept the new version before they continue.

The business may cancel at any time from its billing settings; the subscription runs to the end of the paid period. Crewsmith may suspend or end access for non-payment or a serious or repeated breach of these terms. After an account ends, Crewsmith may delete its data after a reasonable period, except where the law requires keeping it.

Crewsmith is provided "as is" and "as available". To the fullest extent the law allows, Crewsmith disclaims all implied warranties, including merchantability, fitness for a particular purpose and non-infringement, and does not promise the service will be uninterrupted or error-free.

To the fullest extent the law allows, Crewsmith is not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data, and Crewsmith's total liability for any claim relating to the service is limited to the fees the business paid Crewsmith in the 12 months before the claim arose.

The business will defend and indemnify Crewsmith against third-party claims arising from its use of the service, its data, or its breach of these terms or the law, including claims about call recording, call or text consent, and messages sent on its behalf.