PipeAnswer Billing Terms

Billing Terms v1.3

1. Plans, minutes and taxes

Basic is $49 per billing period and includes 250 minutes. Pro is $149 per billing period and includes 1,000 minutes. A billing period is one month starting on your billing date. Unused minutes do not roll over. Minutes are counted per call from when your receptionist answers until the call ends, and each call is rounded up to the next full minute (a 1 min 10 sec call counts as 2 minutes). Calls blocked as spam and message-only calls after your overage cap are not counted. Prices do not include any applicable taxes.

2. Automatic renewal and cancellation

Your plan renews automatically every billing period on your billing date at the then-current price ($49 for Basic, $149 for Pro), and your card on file is charged until you cancel. You can cancel anytime online from Account > Billing > Cancel, with no call or email required. Cancellation takes effect at the end of your current billing period. You keep service until then and will not be charged again, except for any overage from that period (see Section 4). We'll email you a cancellation confirmation. Price changes. For paying customers, we'll email you in advance before we raise your plan price or reduce your included minutes. The change takes effect from the first billing period that begins after the date stated in that email. If you don't agree, you can cancel before it takes effect, and you won't be charged the new price. Changes in your favor, such as a lower price or extra minutes, may take effect at any time. Downgrades from Pro to Basic take effect on your next billing date.

3. Overage

Basic is never upgraded automatically. After your included minutes are used, we keep answering calls and charge extra minutes at $0.20/min (Basic) or $0.15/min (Pro), up to your overage cap of $20 (Basic) or $50 (Pro) per billing period. You can lower the cap, including to $0, or raise it anytime in Account > Billing. Raising it requires your confirmation, and we'll email you the new cap. When you reach your cap, your receptionist switches to message-only mode: it takes the caller's name, number and request (up to about 1 minute per call), and these calls are not charged. We email you at 80% and 100% of your included minutes and when you reach your cap.

4. When overage is billed

Overage for a billing period is normally charged on your next billing date, on the same invoice as your next monthly fee. If you upgrade, cancel, or reach your cap, we may charge that period's overage at that time instead. Every overage charge is shown on your invoice with the number of minutes and the rate.

5. Upgrading mid-period

If you upgrade from Basic to Pro during a billing period, we first charge any unbilled overage for that period. We then charge a one-time upgrade fee of $100 minus the overage charged for that period, including overage charged at the time of upgrade. The fee is never less than $0. Example: with $20 of overage, the upgrade fee is $80; with $8, it is $92. Your allowance for the current period becomes 1,000 minutes in total, including minutes already used, and Pro overage rates apply after that. Your billing date does not change. From your next billing date, you are billed $149 per billing period.

6. Live Pilot ($19)

The Live Pilot is $19 for 7 days on your real line, with up to 50 minutes. It does not renew automatically. We email you at 80% (40 minutes). When the 50 minutes are used, your receptionist switches to message-only mode at no charge, and you choose whether to subscribe. If you subscribe within 7 days after the pilot ends, the $19 is credited toward your first month, so your first payment is $30 (Basic) or $130 (Pro). After those 7 days, it is not credited. The Live Pilot fee is non-refundable, except for amounts charged in error (see Section 7).

7. Refunds and billing errors

If PipeAnswer isn't right for you, request a refund within 7 days of your first monthly payment, and we'll refund the full amount you paid for that first month, provided your account has used 30 billable minutes or less. This offer is available once per business. We start approved refunds within 2 business days; your bank may take 5–10 business days to post them. Overage charges and the Live Pilot fee are non-refundable, except that we will refund or credit any amount charged in error, including minutes miscounted or calls that should have been blocked as spam. To report a billing error, email [email protected] within 60 days of the charge.

8. Failed payments

If a payment is not made when due, or we cannot charge the payment method on file, we may suspend or terminate your service at any time. We will email you when we suspend or terminate your service. Once you pay the outstanding balance, your service can be restored. We do not charge late fees or interest.

9. Call disclosures and recording

By default, your receptionist tells every caller that it is an AI assistant and that the call may be recorded and transcribed. You may customize the greeting but may not remove these disclosures. You are responsible for your use of call recordings and transcripts and for complying with laws that apply to your business and your callers. You will indemnify PipeAnswer for claims arising from your changes to required disclosures or your use of recordings. If you disable recording, we will not store call audio.

10. Changes and governing law

We may update these Billing Terms. We'll email you before material changes take effect, and the version number will change. These terms are governed by the laws of the State of Wyoming. PipeAnswer is operated by ReelForge LLC, 30 N Gould St Ste N, Sheridan, WY 82801. Support: [email protected].

11. Website chat

Your plan includes a website chat widget that answers visitors using the business information you've approved. Basic includes 100 chat conversations per billing period; Pro includes 500. One conversation starts when a visitor sends a first message and ends after 30 minutes with no messages from the visitor. Opening the widget without sending a message does not count. Messages from the same browser within that 30-minute window count as one conversation, even if the visitor changes pages. We don't count conversations we identify as spam or automated bots, but our spam filtering may not catch everything. Unused conversations do not roll over. If you reach your limit during a conversation, that conversation can finish. After that, for the rest of the billing period, the widget tells visitors that it can't answer right now and asks them to leave their name, phone number or email, and request, which we send to you. There is no extra charge for chat, and we do not sell additional chat packs. The chat assistant always identifies itself to visitors as an automated AI assistant. We email you at 80% and 100% of your chat limit. You can upgrade to Pro at any time (see Section 5).

12. Notification emails

Call summaries, transcripts, recordings and alerts can be sent to up to 2 email addresses on Basic and up to 5 on Pro. You can change these addresses anytime in Account > Settings. If you downgrade, we keep the first 2 addresses shown in Account > Settings and stop sending to the others; you can choose which 2 to keep before your downgrade takes effect. Only add email addresses that you or your staff control, because these emails contain callers' personal information.

13. Reports, call tags, block list, export and retention

13.1 All plans include: (a) a monthly call report emailed after each billing period; (b) automatic call categories and urgent flags, which are generated by AI and may be wrong, so please review the call summary for anything important. Call categories and urgent flags are not an emergency alert service; (c) a block list: calls from numbers you block are not answered by your receptionist and are not counted as minutes; and (d) export of your call records (date, number, duration, summary, category) as a CSV file from your dashboard.

13.2 Call and chat record retention. While your account is active, we keep call records (recordings, transcripts, summaries, categories and call details) and website chat conversations for 12 months from the date of each call or conversation, then delete them automatically. Please export anything you want to keep before then. If you cancel, you can export your records until your account closes; we delete your call records and chat conversations within 30 days after your account closes. Deleted data may remain in our encrypted backups for up to 30 more days until those backups are overwritten. We may keep limited records longer only where needed for billing, disputes or chargebacks, legal requirements, or fraud prevention, and we may keep aggregated data that does not identify you or any caller. Our Privacy Policy describes these periods.

14. Local SEO + AI Search (GEO) optimization (Pro)

14.1 What we do. Pro includes local search optimization. During the first 7 days after your first Pro payment, we only collect your information. After those 7 days, we do one full optimization: your Google Business Profile, service pages and FAQ content, structured data (Schema), and a name/address/phone (NAP) consistency check. In each following billing period, we do one check-up with minor updates and send you a monthly report in English and Chinese. Monthly reports describe changes we observed; they do not claim that our work caused them.

14.2 No guaranteed results. Search engines and AI assistants (including Google, Bing, ChatGPT and others) decide rankings and answers using their own systems, which we do not control and which change often. WE DO NOT GUARANTEE ANY SEARCH RANKING, MAP POSITION, TRAFFIC, REVIEWS, AI SEARCH MENTION, LEADS, OR NUMBER OF CALLS, AND WE DO NOT GUARANTEE THAT ANY RESULT WILL LAST. Our work is limited to the tasks described in this Section 14. Results may take months to appear, or may not appear at all.

14.3 Your authorization and responsibilities. To do this work, you need to give us manager access to your Google Business Profile. For your own website, you can either authorize us to make the changes, or we will send you the proposed changes. By giving us access, you confirm that (a) you own or are authorized to manage the Google Business Profile, website and any other account you share with us; (b) you authorize us to view and edit them as described in this Section 14; and (c) the business information you give us (name, address, service area, hours, licenses, services, photos) is true, current and yours to use. You are responsible for the accuracy of your business information and for complying with Google's and your web provider's terms. Before we make changes to your website, you are responsible for keeping a current backup; we will keep a record of the changes we make and, on request during your subscription, help undo them where the platform allows. You stay the owner of your profile and website, and you can remove our access at any time.

14.4 Platform rules. We follow Google's Business Profile guidelines. We will not add keywords, locations or taglines to your business name, create duplicate or fake profiles, post or buy reviews, or reply to reviews on your behalf. We may decline any change we believe breaks a platform's rules. Google and other platforms may change, reject, limit or suspend your profile or listing at any time for their own reasons; we are not responsible for those decisions, but we will help you prepare a reinstatement request for any issue related to our changes.

14.5 Proposed-changes mode. If you choose to receive proposed changes instead of giving us website access, you or your web provider decide whether and how to apply them, and we are not responsible for how they are implemented or for any effect on your website.

14.6 Changes by others. We are not responsible for problems caused by changes made by you, your web provider or any other third party, by your website host or platform, or by your removal of our access.

14.7 Access, cancellation and refunds. Work starts after we receive access. We'll remind you by email if we haven't received access within 14 days. If you don't provide access, Pro's other features continue and your Pro price does not change; SEO work not done because access was not provided is not a reason for a refund. If you cancel or downgrade, the service stops at the end of the current billing period, we stop making changes and remove our own access, and you should remove any remaining access we have. Changes already made remain yours.

14.8 SEO limitation of liability. TO THE MAXIMUM EXTENT PERMITTED BY LAW, (a) WE ARE NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST LEADS, LOST DATA OR LOSS OF GOODWILL, ARISING FROM THE SEO AND GEO SERVICES, EVEN IF WE WERE TOLD THEY WERE POSSIBLE; AND (b) OUR TOTAL LIABILITY FOR ALL CLAIMS RELATING TO THE SEO AND GEO SERVICES IS LIMITED TO THE AMOUNT YOU PAID US FOR YOUR SUBSCRIPTION IN THE 3 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. This sub-limit counts toward, and does not increase, the overall limit in Section 15. This does not limit liability that cannot be limited by law, such as for our fraud or willful misconduct.

14.9 Indemnity. You will defend and indemnify ReelForge LLC against third-party claims arising from the business information or content you provide, your instructions to us, or your breach of this Section 14.

15. Overall limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, (a) WE ARE NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST LEADS, MISSED CALLS OR MESSAGES, LOST DATA OR LOSS OF GOODWILL, ARISING FROM OR RELATING TO PIPEANSWER, EVEN IF WE WERE TOLD THEY WERE POSSIBLE; AND (b) OUR TOTAL LIABILITY FOR ALL CLAIMS ARISING FROM OR RELATING TO PIPEANSWER IS LIMITED TO THE AMOUNT YOU PAID US IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. Lower limits for specific services (such as Section 14.8) apply within this limit. This does not limit liability that cannot be limited by law, such as for our fraud or willful misconduct, and does not limit refunds or credits for billing errors under Section 7.

ReelForge LLC · 30 N Gould St Ste N, Sheridan, WY 82801 · [email protected]