Terms of Service

To use our services, you must:

• Be at least 18 years old
• Provide accurate and complete registration information
• Maintain the security of your account credentials
• Promptly update your account information when necessary
• Accept responsibility for all activities under your account

Recurring Subscriptions: Paid plans renew automatically on a recurring monthly basis until canceled. By starting, upgrading, or maintaining a paid subscription, you authorize us and our payment processors to charge your saved payment method for recurring subscription fees without additional notice before each renewal.

Per-Seat Pricing and Plan Changes: Some plans are priced per paid seat. Seat additions, seat reductions, and plan changes may change your recurring monthly total. New subscriptions and upgrades may be charged immediately on a prorated basis for the remainder of the current billing period. Downgrades or seat reductions may take effect immediately or on a later date we specify, and credits or refunds are not required unless mandated by law.

Usage, Wallet, and Refill Charges: Voice, SMS, email, storage, AI, and other consumption-based services may incur separate charges, included-allotment overages, prepaid wallet funding, or automatic wallet refills. You are responsible for all charges incurred by your workspace, users, agents, automations, and enabled integrations.

Payment Authorization: We may place validations, preauthorizations, temporary holds, or similar verification charges to confirm a payment method is valid. Payments are processed by third-party processors and remain subject to those processors' terms and network rules.

Reserved Capacity; No Refunds for Non-Use: Active workspaces reserve platform resources, including infrastructure, storage, and provisioning for phone, email, and messaging features. Subscription, seat, implementation, prepaid, and wallet charges apply for the billing period in which they are incurred regardless of actual usage, logins, message volume, or feature use. Except where required by law, fees are not refundable upon cancellation, downgrade, or periods of non-use, and unused allotments do not roll over or convert to credits.

No Offset for Disputes: Unless required by law or expressly agreed by us in writing, all fees are non-cancelable, non-refundable, and not subject to setoff. Disputing a charge does not excuse timely payment of undisputed amounts.

Failed Payments: Failed, reversed, or late payments may result in account restriction, suspension, reduced sending capacity, loss of phone or messaging functionality, or termination.

You are solely responsible for the legality of your outreach, including how you obtain, document, and maintain consent and opt-in records; how you source, import, and manage contact lists; how you honor opt-out and Do Not Call requests; and how you comply with applicable calling, texting, email, recording, and carrier or messaging registration requirements.

LoanFlo may provide tools, workflows, or assistance related to carrier and messaging registration, but you remain responsible for your registrations, list practices, and compliance. We do not guarantee carrier approval, deliverability, or regulatory compliance. You may contact only individuals you are permitted to contact under applicable law and your own policies.

LoanFlo is not responsible for claims, investigations, fines, or other liabilities arising from your outreach, data, consent practices, list sourcing, or messaging activity, including claims by your contacts, carriers, or regulators.

Our AI Phone Agent services enable voice-based interactions through inbound and outbound telephone calls. Use of voice services is subject to additional terms and regulations.

By You: You may request cancellation or termination subject to any active order forms, minimum commitments, unpaid balances, or other binding commercial terms.

By Us: We may suspend, limit, or terminate access immediately, with or without prior notice, if we believe there is non-payment, fraud, abuse, excessive risk, legal exposure, security risk, misuse of communications channels, or any breach of these Terms.

Effect of Termination: Upon suspension or termination, your right to access and use the services stops immediately, and some or all data, phone numbers, campaigns, automations, inboxes, recordings, transcripts, and related configurations may become inaccessible.

Data After Termination: We may, but are not obligated to, provide a limited export window or data return assistance. We do not guarantee recovery, continued hosting, or return of data in the same format, structure, schema, sequence, or workflow-ready state that existed before suspension or termination.

(a) Governing Law: These Terms, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of the State of Delaware, without giving effect to any choice or conflict of law principles.

(b) Binding Arbitration: Except for small-claims court actions or claims seeking injunctive relief for intellectual property infringement, any dispute, controversy, or claim arising out of or relating to these Terms or the platform shall be settled by binding individual arbitration administered by the American Arbitration Association ("AAA") under its Commercial Arbitration Rules. The seat of arbitration shall be Wilmington, Delaware, or conducted virtually upon mutual agreement.