Terms of Service

By accessing or using SpiderLabs ("Service"), you agree to be bound by these Terms of Service. If you do not agree to these terms, you may not use the Service.

These terms apply to all users, including free trial users, paid subscribers, and Enterprise clients.

SpiderLabs provides AI-powered phone receptionist services, including:

• Automated call answering and transcription
• AI-generated summaries and sentiment analysis
• Appointment booking and callback scheduling
• Integration with CRM systems and business tools
• Real-time dashboard for call management

SpiderLabs is a managed service. We configure and maintain all backend infrastructure on your behalf. You interact solely through our dashboard.

Eligibility

You must be 18 years or older and authorized to represent a business to create an account. SpiderLabs is a business-to-business (B2B) service, not for personal use.

Account Security

You are responsible for:

• Maintaining the confidentiality of your login credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access

Account Information

You agree to provide accurate, current, and complete information during registration and to keep this information updated. Providing false information may result in account termination.

Plans and Pricing

Billing Terms

• Subscriptions are billed monthly or annually in advance via Stripe
• All fees are in USD and exclude applicable taxes (added at checkout)
• Overage charges apply if you exceed plan minutes at the rates shown above
• Failed payments may result in service suspension after 5-day grace period

Cancellation and Refunds

• 30-day money-back guarantee: Full refund if canceled within 14 days of first payment
• After 14 days: Cancel anytime; no refunds for partial months
• Service continues until end of current billing period
• Enterprise clients require 30 days written notice for cancellation

License to Use Your Data

You grant SpiderLabs a limited license to:

• Process call recordings to generate transcripts and AI summaries
• Store and display your data in the dashboard
• Sync data with your connected CRM systems
• Use aggregated, anonymized data to improve our AI models

This license terminates when you delete your account. We will delete your data within 30 days of termination.

You agree NOT to use SpiderLabs to:

Violation of this policy may result in immediate account suspension or termination without refund.

Your Responsibilities

• Review call transcripts and summaries for accuracy
• Configure AI prompts appropriately for your industry
• Ensure compliance with industry regulations (HIPAA, legal ethics, etc.)
• Train your staff on how to use the dashboard and override AI decisions

We strive for 99.9% uptime but do not guarantee uninterrupted service. Downtime may occur due to:

• Scheduled maintenance (announced 48 hours in advance)
• Third-party service outages (infrastructure providers)
• Network issues or force majeure events

SLA for Enterprise clients: 99.9% uptime with service credits for outages exceeding 0.1%. See your Enterprise agreement for details.

Maximum Liability: Our total liability to you is limited to the amount you paid in the 12 months preceding the claim (minimum $100).

You agree to indemnify and hold SpiderLabs harmless from any claims arising from:

• Your violation of these Terms of Service
• Your violation of applicable laws (TCPA, HIPAA, etc.)
• Your use of the AI for illegal or harmful purposes
• Content you provide or calls you make using our service

Termination by You

You may cancel your subscription anytime from Settings → Billing. Service continues until end of billing period.

Termination by Us

We may suspend or terminate your account immediately if you:

• Violate these Terms of Service or our Acceptable Use Policy
• Engage in fraudulent activity or payment disputes
• Fail to pay invoices after 30-day grace period
• Pose a security risk to our platform or other users

Effect of Termination

• Access to dashboard and AI services immediately revoked
• Phone number forwarding instructions emailed (restore your original setup)
• Data deleted within 30 days (request export before termination)
• No refunds for unused portions of billing period

We may modify these Terms of Service with 30 days notice via email and in-dashboard notification. Continued use after changes constitutes acceptance.

If you do not agree to changes, you may cancel your subscription within 30 days for a pro-rated refund.

These Terms are governed by the laws of the State of California, USA, without regard to conflict of law principles.

Dispute Resolution

• Informal Resolution: Contact us at legal@spiderlabs.com to resolve disputes amicably
• Arbitration: Unresolved disputes subject to binding arbitration in San Francisco, CA
• Class Action Waiver: You agree to resolve disputes individually, not as part of a class action

• Entire Agreement: These Terms constitute the entire agreement between you and SpiderLabs
• Severability: If any provision is invalid, the remaining provisions remain in effect
• No Waiver: Failure to enforce a provision does not waive our right to enforce it later
• Assignment: You may not assign these Terms; we may assign to an acquirer
• Force Majeure: We are not liable for delays caused by events beyond our control