Terms of Service

PlumbDesk is an AI phone-answering service operated by Anthracite AI(“PlumbDesk,” “we,” “us”), based in Charlotte, North Carolina. You can reach us at legal@plumbdesk.ai.

These Terms are a binding agreement between us and the business that signs up (“you,” “your shop”). By creating an account, completing checkout, forwarding a phone line to us, or using the service, you agree to these Terms and to our Privacy Policy. If you’re signing up for a company, you promise you have the authority to bind it.

PlumbDesk is a business tool, sold to businesses. It is not offered to consumers or to anyone under 18.

PlumbDesk answers phone calls for your business using an AI voice agent. Depending on your plan and settings, it can answer after-hours and overflow calls, capture the caller’s name, number, and job details, send you those details by text and email, book jobs onto your calendar, route or transfer calls to your team, send appointment confirmations and reminders, and send follow-up messages on your behalf.

PlumbDesk is not an emergency service. It is not a substitute for 911, an emergency dispatcher, an alarm-monitoring service, or your own judgment about how urgent work gets handled. While the service can flag calls that sound urgent and alert the people you designate, you are solely responsible for how your business responds to any call, including emergencies. Never rely on PlumbDesk as your only way of learning about a situation involving a risk to life, health, or property.

AI makes mistakes.The service uses automated speech recognition and language models. It can mishear a phone number, misjudge urgency, book the wrong time, misstate your prices, or occasionally say something you wouldn’t have said. You approve the agent’s wording before it goes live and can change it anytime, and we work hard on accuracy — but you agree that you will review captured leads and bookings, and that you won’t treat any single AI-captured detail as guaranteed correct.

You direct how calls reach PlumbDesk — typically by call-forwarding rules you set with your phone carrier, or by publishing a number we provision for you. You promise that you control every phone line you forward to us and that forwarding it doesn’t violate your carrier agreements.

Numbers we provision for your account remain ours. If your account is closed, or sits with no credit and no activity for an extended period, we may reclaim the number after notifying you. Your own business number always stays yours — turning off forwarding returns your line to exactly how it worked before.

The Missed-Call Catcher plan has no monthly fee. You load prepaid credit and calls draw it down at the published per-minute rate (currently 35¢ per minute, computed per second and rounded up to the cent per call). Calls under 10 seconds are free. Rates for new usage may change with notice (§13); credit you already loaded is always spent at the rate in effect when the call happens.

Your balance is a hard spend cap.The service can never bill you more than the credit you have loaded, except that a single in-progress call may take your balance slightly below zero (we never cut off a caller mid-sentence). We eat that overage risk; you’ll never be charged for a negative balance.

Free starting credit.New accounts receive promotional starting credit (currently $20). Promotional credit has no cash value, can’t be refunded, and expires 60 days after signup if you never purchase credit. Purchased credit never expires.

Auto-refill.If you enable auto-refill (it’s on by default and shown clearly at signup), you authorize us to charge your saved payment method your chosen refill amount whenever your balance falls below your chosen threshold. We send a receipt for every refill. You can turn auto-refill off, change the amounts, or set a monthly budget cap — a ceiling on what auto-refill may add in a calendar month — at any time from your dashboard. Two consecutive failed charges automatically disable auto-refill.

Running out. At $0 the service keeps answering briefly while we notify you; if the balance stays at or below zero for about 7 days, answering pauses and your line reverts to how it worked before PlumbDesk. Adding credit at any time resumes service automatically.

Refunds. Cancel anytime. We refund your unused purchased credit at its purchase price, to the original payment method, within 10 business days of your request. Credit already consumed by calls, and promotional credit, is not refundable. Refunds may be reduced by amounts you owe us or by payment-processor constraints required by law.

The AI Front Deskplan is a flat monthly (or annual) subscription that includes a bundle of minutes per month (currently 1,500), with usage past the bundle billed at the same published per-minute rate in arrears on your next invoice. Unused included minutes don’t roll over.

Trial. New Front Desk subscriptions include a free trial (currently 14 days). Your card is collected at signup and first charged when the trial ends; cancel before then and you pay nothing.

Cancellation.There is no contract term — cancel anytime and the subscription ends at the close of the period you’ve paid for. Monthly fees already paid aren’t prorated. If you cancel an annual plan early, we refund the months you haven’t started, less the discount difference (you keep the annual price only for the months you used).

Payments on both plans are processed by Stripe; we never store your full card number. Disputed or reversed charges may result in suspension until resolved.

Transcription is the service. PlumbDesk listens to calls in real time to answer them, and produces text transcripts and captured details (name, number, address, job). This happens on every call and cannot be turned off — it is how your leads reach you.

Audio recording is optional and on by default.When recording is on, callers hear a brief disclosure (e.g., “this call may be recorded”) and you can play back recordings from your dashboard. You may turn recording off in your settings; the disclosure line turns off with it and no audio is kept.

Compliance is shared. We provide the disclosure and the controls; you are responsible for using them lawfully in your jurisdiction and for your own callers. North Carolina is a one-party-consent state, but callers may be located anywhere. If you edit your agent’s greeting in a way that removes or contradicts a required disclosure, or instruct us to configure the service contrary to applicable law, that is your responsibility and you agree to indemnify us for it (§12).

The service sends text messages on your behalf and in your business’s name — lead alerts to you, and (depending on plan and settings) confirmations, reminders, review requests, and follow-ups to your customers. For these messages, you are the sender and we are your service provider.

You promise that every phone number the service messages on your behalf belongs to someone with an existing business relationship with you or who has consented to be contacted — especially any call lists or past-customer lists you upload (for example, for missed-lead follow-up campaigns). You will honor opt-outs (recipients can reply STOP, and we stop). You agree not to use the service for marketing spam, robocall campaigns, or any messaging that violates the TCPA, the CAN-SPAM Act, carrier rules, or state law — and you agree to indemnify us for claims arising from lists you provide or campaigns you direct (§12).

Yours:you own your business information, your uploaded lists, and the leads, bookings, transcripts, and recordings generated from your calls (“Customer Data”). You grant us the license we need to host, process, transmit, and display Customer Data to run the service — including sharing it with the subprocessors named in our Privacy Policy — and for no other purpose.

Ours: the service, software, agent designs, prompts, and the PlumbDesk brand are ours. We may use aggregated, de-identified usage data (call volumes, durations, feature usage — never the content of your calls tied to you or your callers) to operate and improve the service. We do not use your call recordings or transcripts to train AI models.

When your account closes, you have 30 days to request an export of your Customer Data, after which we may delete it (backup copies purge on a rolling schedule). Legal holds and billing records are retained as the law requires.

You agree not to use the service to:

— break the law, or configure the agent to deceive callers about material facts (the agent may present itself as your front desk; it will not deny being automated when asked directly);
— impersonate another business, or answer lines for a business that hasn’t authorized it;
— send spam or unconsented marketing (§7), or harvest caller data for resale;
— probe, overload, reverse-engineer, or resell the service without our written agreement;
— handle calls requiring regulated confidentiality regimes we haven’t agreed to in writing (e.g., HIPAA-covered patient intake).

We may suspend accounts that put the service, carriers, or callers at risk.

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT EVERY CALL WILL BE ANSWERED, CAPTURED, TRANSCRIBED, OR BOOKED CORRECTLY. TELEPHONE NETWORKS, CARRIERS, AND THIRD-PARTY PROVIDERS ARE OUTSIDE OUR CONTROL.

TO THE MAXIMUM EXTENT PERMITTED BY LAW: (a) NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, OR BUSINESS OPPORTUNITIES — INCLUDING THE VALUE OF ANY MISSED, DROPPED, MISROUTED, OR MISHANDLED CALL OR JOB; AND (b) OUR TOTAL LIABILITY FOR ALL CLAIMS ARISING OUT OF THE SERVICE IS LIMITED TO THE AMOUNTS YOU PAID US IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.

These limits don’t apply where the law forbids them, or to either party’s fraud or willful misconduct. They reflect the deal: a service priced at roughly a dollar a call cannot insure the value of your jobs.

You will defend and indemnify us against third-party claims (including regulatory claims and reasonable attorneys’ fees) arising from: (a) contact lists you upload or messaging campaigns you direct; (b) your recording/disclosure settings or greeting edits that violate applicable law; (c) your business’s handling of any call, job, or emergency; or (d) your breach of these Terms. We’ll notify you promptly of any such claim and let you control the defense, provided it doesn’t impair our rights.

We improve the service continuously and may change features, plans, or pricing. For material changes to these Terms or to pricing that affects you, we’ll give at least 14 days’ noticeby email or dashboard notice. Changes never apply retroactively: prepaid credit already purchased spends at the old rate until your next purchase, and subscription price changes take effect at your next renewal. Continuing to use the service after the notice period means you accept the changes; if you don’t, cancel and §4/§5’s refund terms apply.

These Terms are governed by North Carolina law. Before filing anything, you agree to email us at legal@plumbdesk.ai and give us 30 days to work it out — most billing issues are fixed in a day.

Any dispute that can’t be resolved informally will be settled by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, seated in Charlotte, North Carolina, before a single arbitrator. Either party may instead bring an individual claim in small-claims court. Both parties waive class actions and jury trials. Nothing here prevents either party from seeking injunctive relief in court for IP or confidentiality breaches.

Assignment. You may not assign these Terms without our consent. We may assign them in connection with a merger, acquisition, or sale of the PlumbDesk product or business — your plan and credit carry over unchanged.

Entire agreement.These Terms plus the Privacy Policy are the whole agreement and replace prior discussions. If a court or arbitrator finds a provision unenforceable, the rest stands. Our not enforcing a right isn’t a waiver. Neither party is liable for delays caused by events outside reasonable control (carrier outages, natural disasters, etc.), except your payment obligations.

Questions? legal@plumbdesk.ai.