Terms of Service

These Terms are between Rivet Dispatch (“Rivet”, “we”) and the business that signs up for the service (“you”). They take effect when you create an account or first use the service, whichever comes first.

The service is sold to businesses. It is not a consumer product, and it is not available to anyone under 18.

Rivet answers inbound telephone calls placed to a number you control and have forwarded to us, using an automated assistant. The assistant identifies itself, takes the caller’s details, books appointments inside the availability you configure, escalates apparent emergencies, and sends you a summary.

Rivet never places outbound calls. There is no dialer, no callback feature, no reminder call and no review-request call, and none is planned. Callbacks and reminders are text messages only. The sole exception is an automated test call to your own line, which is never answered and carries no audio, used to prove that your call forwarding still works.

• You control the line. You represent that you own or are authorized to control the telephone number you forward to us, and that you have the authority to have calls to that number answered and recorded on your behalf.
• You are the business, we are your service provider. For privacy law purposes you are the controller (or “business”) of the personal information in your calls, and Rivet is your service provider or processor, acting only on your instructions. The Data Processing Addendum forms part of these Terms.
• Your licensing and your claims are yours. You warrant that your trade licenses, insurance and advertising comply with your state’s contractor rules, and you indemnify us for the content of the instructions, pricing and scripts you give the assistant.
• No prohibited uses. You will not use Rivet for outbound telemarketing, cold calling, debt collection, or for medical, legal, financial-advisory or emergency-dispatch intake. You will not instruct the assistant to deny that it is an AI, to impersonate a named human employee, or to suppress the recording notice. We may suspend immediately for any of these.

Every answered call opens by stating that the caller is speaking to an AI assistant and that the call is recorded. This is a hard product limit, not a setting. There is no toggle, no per-account override and no enterprise exception, and we will not build one.

You control the wording of your own greeting. You do not control whether the disclosure plays. Recording a call without telling the other party is a crime in several states, and statutory damages under California’s wiretap statute run to $5,000 per violation without any requirement to prove harm — exposure that is eliminated by roughly four and a half seconds of audio.

If a caller asks not to be recorded, the assistant stops recording, discards the partial recording, continues the call, and records the refusal so it is honored on that caller’s future calls too. See the Call Recording & AI Notice.

Rivet is not an emergency service and must not be presented to your customers as one. Do not use it for life-safety intake.

The assistant screens for gas odor, carbon monoxide, smoke or fire, flooding, exposed or arcing wiring, and loss of heat in freezing conditions. When it detects one, it does not book an appointment. It tells the caller to hang up and call 911 or their utility, and it alerts you immediately on every channel you have given us.

That screening is a best effort by an automated system. It can miss an emergency a caller describes indirectly, and it can escalate something that turns out to be routine. You remain responsible for how your business responds to emergency calls.

We work hard to answer every call, and we would rather tell you plainly what can go wrong than hide it in a definition.

• No uptime or answer-rate guarantee. We depend on telephone carriers, speech and language model providers, and cloud infrastructure we do not operate. Any of them can fail.
• Carrier forwarding is outside our control. Carriers silently reset call forwarding after SIM swaps, plan changes and phone updates, and iPhone’s Live Voicemail can prevent forwarding from triggering at all. We test your forwarding automatically and tell you the moment a test fails, but we cannot set or read it ourselves — no US carrier offers that.
• Degrade, never disconnect. If you exhaust your included minutes and reach a spend cap you set, the assistant drops to a short take-a-message mode. We do not stop answering and we do not release your number.

• We bill minutes, not calls. Answered call time is rounded up to the next whole minute.
• Short calls are free. Any call under 30 seconds — spam, wrong numbers, hangups — is never billed and never touches your balance.
• The disclosure is on us. The seconds spent playing the AI and recording notice are not billed.
• Minute packs do not expire while you are subscribed. They expire with the subscription, not on a clock.
• Cancel in one click. Cancelling is as easy as subscribing, from inside your account, with no retention call. Cancellation takes effect at the end of the current billing period; we do not refund partial periods except where the law requires it.

The first 100 businesses to subscribe are Founding Members. Because an ambiguous “for life” is a consumer-protection claim waiting to happen, here is precisely what it means and does not mean.

• The discount. 30% off the base subscription for your first 12 months, then 15% off the base subscription for as long as the account remains active.
• The price lock. If we raise list prices, your base subscription price does not go up. Ever, while the account remains active.
• Base subscription only. The founding discount does not apply to minute packs, to pay-as-you-go overage, or to add-ons. Those are charged at the then-current rates.
• Eligible plans. Founding pricing is available on starter and pro plans only.
• It survives plan changes. Upgrading, downgrading, or switching between eligible plans keeps your founding status. The discount applies to whichever eligible plan you are on.
• It survives a failed card, if you cure it within 60 days. If a payment fails and you bring the account current within 60 days of the first failed charge, your founding status continues unbroken.
• It lapses after 60 days cancelled or unpaid. If the account is cancelled or remains unpaid for more than 60 consecutive days, founding status ends permanently. Signing up again later is signing up at the then-current price.
• It is not transferable. Founding status belongs to the account, not to a person, and it does not transfer if the business is sold, merged, or reorganized under new ownership. It cannot be assigned, sold or gifted.
• It ends if we end the service. If we discontinue Rivet entirely, founding pricing ends with it. It is a price commitment, not a promise to operate forever.

“For life” means the life of your continuously active account, not the life of a person or a business entity.

We text you — the account holder — call summaries, booking alerts and account notices, at the number you give us and with your consent captured at signup. Message frequency depends on your call volume. Message and data rates may apply. Reply STOP to any message to stop them, or HELP for help.

If you add an alert number that is not your own, we text that number first to ask permission and send nothing else until it replies YES. You are responsible for having a legitimate reason to add somebody else’s number.

We text a caller only when they agreed to it on the call, and only about the appointment they booked. We do not send marketing messages on your behalf, and the service may not be used to do so.

Your call recordings, transcripts, customer records and business information are yours. We use them only to provide the service to you.

We do not use your call content to train, fine-tune or evaluate AI models — ours or anyone else’s. This is not a setting, a tier, or a roadmap item. Our own vendors are contractually bound to the same restriction.

Rivet owns the software, the models and configuration we build, and anything we learn in aggregate that does not identify you, your callers or your business.

The service is provided as-is, without warranties of any kind except those that cannot be disclaimed by law.

Neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits or lost business, however caused. Our total liability arising out of or relating to these Terms is capped at the total fees you paid us in the twelve months before the event giving rise to the claim.

Nothing in this section limits liability for fraud, willful misconduct, or anything else that cannot be limited under applicable law.

We would much rather fix a problem than argue about it — write to us first and give us 30 days.

If that does not resolve it, disputes are resolved by binding individual arbitration rather than in court, and both parties waive any right to participate in a class action or class arbitration. Either party may still bring an individual claim in small-claims court. Unless prohibited, these Terms are governed by the laws of the state in which Rivet Dispatch is organized, without regard to conflict-of-laws rules.

We may update these Terms. For material changes we will give at least 30 days’ notice by email and in the app. If you do not accept a material change, you may cancel before it takes effect; a founding price lock is not a material change you can be charged out of.

Rivet Dispatch · support@rivetdispatch.com

Open items for counsel: state of organization and governing law; the arbitration provider and rules; the auto-renewal notice mechanics required by California’s automatic renewal law and the FTC negative-option rule; and whether the founding price-lock language above creates an enforceable commitment we are comfortable making.