Terms of Service

Effective date: 26 July 2026

1. Agreement

These Terms of Service (“Terms”) are an agreement between ReCallMe (“ReCallMe,” “we,” “us,” or “our”) and the business or organization that creates an account, accepts an invoice or order, or uses the ReCallMe service (“Customer,” “you,” or “your”).

By creating an account, accepting an invoice or order, or using ReCallMe, you confirm that:

• you have authority to bind the Customer;
• the Customer is using ReCallMe for business purposes;
• you have read and agree to these Terms, the Privacy Policy, and the SMS Terms and Messaging Policy.

If you do not agree, do not use the service.

2. The service

ReCallMe may provide:

• missed-call detection and automated SMS responses;
• SMS conversations;
• an Inbox and callback queue;
• customer records and history;
• online appointment booking;
• appointment confirmations, reminders, rescheduling, and cancellations;
• staff, service, location, and availability management;
• onboarding and configuration assistance;
• related reports, logs, and account tools.

Features vary by plan and may be added, changed, limited, or removed as the service develops.

ReCallMe is a communication and workflow tool. It is not:

• an emergency service or substitute for 911;
• a medical service or electronic medical record system;
• a payment processor;
• a guarantee that a caller will respond, book, purchase, or remain a customer;
• a replacement for the Customer’s professional judgment or responsibility to follow up.

3. Pilot and evolving features

Accounts identified as pilot, beta, preview, or early-access accounts may contain features that are still being tested.

During a pilot:

• workflows and interfaces may change;
• some planned features may be unavailable;
• ReCallMe may request feedback or schedule reasonable maintenance;
• the Customer must test its phone routing, messages, booking settings, staff access, and escalation procedures before relying on them operationally.

ReCallMe will use reasonable efforts to avoid unnecessary disruption but does not promise that a pilot feature will remain unchanged or become generally available.

4. Accounts and authorized users

The Customer is responsible for:

• providing accurate account and business information;
• controlling which owners, staff, contractors, and agents may access the account;
• assigning appropriate roles and permissions;
• keeping credentials confidential;
• promptly disabling access that is no longer required;
• all activity performed through its authorized accounts.

The Customer must notify ReCallMe promptly of suspected unauthorized access or compromised credentials.

Accounts may not be shared between unrelated businesses unless the applicable plan and ReCallMe configuration expressly support that arrangement.

5. Setup, telephone numbers, and call forwarding

ReCallMe may assist with:

• configuring a ReCallMe telephone number;
• call forwarding;
• business hours;
• the wording of the first SMS;
• callback routing;
• services and booking availability;
• testing unanswered-call and booking workflows.

The Customer remains responsible for:

• maintaining its existing telephone and internet services;
• carrier charges, forwarding charges, and device settings;
• confirming that forwarding and failover are correctly configured;
• testing changes made by its carrier or telephone provider;
• ensuring its public phone number and customer contact information remain accurate.

Unless ReCallMe confirms otherwise in writing, SMS messages may be sent from a dedicated local number connected to the Customer’s ReCallMe account rather than from the Customer’s pre-existing public number.

6. Customer data and instructions

As between ReCallMe and the Customer, the Customer retains its rights in information submitted to or collected through its account (“Customer Data”).

The Customer instructs ReCallMe to process Customer Data only as reasonably necessary to:

• provide and support the service;
• carry out the Customer’s account configuration and communication workflows;
• prevent misuse and protect the service;
• comply with law.

The Customer is responsible for:

• the accuracy, quality, and legality of Customer Data;
• deciding which information it asks individuals to provide;
• giving required privacy notices;
• obtaining required consent or other lawful authority;
• responding to customer access, correction, and deletion requests;
• ensuring its staff use the data only for appropriate business purposes.

ReCallMe may assist the Customer with a valid data request but does not independently determine the Customer’s purposes for collecting or using its end customers’ information.

7. Restricted information

The Customer must not use ReCallMe to collect or store information that is unnecessary for its legitimate customer-service and appointment workflows.

Unless ReCallMe expressly agrees otherwise in writing, the Customer must not use ReCallMe as the primary repository for:

• payment card numbers or banking credentials;
• passwords or authentication secrets;
• Social Insurance Numbers;
• passport, driver’s licence, or other government identification images;
• detailed clinical records, diagnoses, treatment files, or medical charts;
• information collected unlawfully or without required authority.

Brief service descriptions, appointment reasons, accessibility requests, and information voluntarily provided by a customer may still be processed where reasonably necessary, but the Customer must limit collection and staff access appropriately.

8. Messaging and consent

The Customer is responsible for the messages sent on its behalf through ReCallMe.

The Customer must:

• use messaging only for lawful business purposes;
• clearly identify itself in messages where required;
• use appropriate consent or another lawful basis;
• honour opt-out requests;
• avoid deceptive, abusive, harassing, or unlawful content;
• comply with applicable telecommunications, privacy, and anti-spam requirements.

ReCallMe supports automated processing of the word STOP and may maintain a suppression record to prevent further automated messages to that number.

Technical handling of STOP does not replace the Customer’s responsibility for the content, consent, identification, contact information, timing, and purpose of its messages.

Marketing and promotional messages require separate authorization from operational messages responding to a call, callback request, or appointment. The Customer must not use operational consent as blanket permission for unrelated marketing.

9. Acceptable use

The Customer and its users must not:

• use ReCallMe for spam, phishing, fraud, harassment, impersonation, or illegal activity;
• send messages to purchased, scraped, or unlawfully obtained contact lists;
• interfere with the service or attempt to bypass security or usage limits;
• access another business’s account or data without authorization;
• upload malicious code or use the service to distribute harmful content;
• reverse engineer or copy protected parts of the service except where applicable law expressly permits it;
• use the service in a manner that could damage ReCallMe, its providers, telecommunications networks, or other customers;
• falsely claim that ReCallMe guarantees compliance with the Customer’s legal or professional obligations.

ReCallMe may investigate suspected misuse and suspend affected features or accounts where reasonably necessary to protect individuals, providers, networks, or the service.

10. Plans, limits, and additional usage

The Customer’s plan, included features, locations, staff seats, telephone numbers, SMS segments, usage allowances, and add-ons are shown:

• on the applicable invoice or order;
• in the account;
• on the current pricing page;
• in a written pilot agreement.

SMS is commonly billed in segments. A long message, special characters, media, or carrier routing may use more than one segment.

Usage beyond the included allowance may result in:

• an overage charge;
• the purchase of an add-on;
• temporary restriction of the affected feature after reasonable notice;
• movement to an appropriate plan.

If an invoice or written order conflicts with the public pricing page, the invoice or written order controls for that Customer.

11. Fees, invoices, and taxes

During the pilot, ReCallMe may invoice monthly and accept payment by e-Transfer.

Unless an invoice or written order states otherwise:

• subscription fees are billed monthly in advance;
• setup fees are billed when onboarding begins;
• applicable taxes are additional;
• payment is due by the date shown on the invoice;
• setup fees are non-refundable once onboarding or carrier configuration work has begun;
• monthly fees are non-refundable after the billing period begins, except where required by law or expressly agreed in writing.

The Customer is responsible for bank, e-Transfer, carrier, call-forwarding, and internet charges imposed by third parties.

ReCallMe may suspend paid features after reasonable notice if an undisputed invoice remains overdue.

12. Cancellation

Subscriptions are month-to-month unless a written order states otherwise.

The Customer may cancel without a cancellation fee by notifying ReCallMe before the next billing date.

Cancellation takes effect at the end of the already-paid billing period unless the parties agree to an earlier date. Charges already incurred, setup fees, overages, and outstanding invoices remain payable.

ReCallMe will reasonably assist the Customer with removing or reversing call-forwarding settings that were configured during onboarding. The Customer remains responsible for confirming the final configuration with its telephone carrier.

13. Data export and deletion after cancellation

After cancellation or account termination:

• Customer Data will normally remain available for export or reactivation for 30 days;
• ReCallMe may restrict active messaging, booking, or telephone features when the paid service ends;
• after 30 days, Customer Data will be deleted or de-identified from the primary production system;
• protected backup copies may remain for up to 90 days through the ordinary backup cycle;
• limited invoice, security, legal, and suppression records may be retained where reasonably necessary or legally required.

The Customer is responsible for exporting information it needs before the 30-day period expires.

14. Third-party services and telecommunications

ReCallMe depends on third parties, including telephone carriers, Twilio, OVHcloud, Resend, internet providers, domain and DNS providers, and the Customer’s own telephone carrier.

Third-party services may experience:

• carrier filtering;
• delayed or failed delivery;
• number-registration requirements;
• outages or maintenance;
• routing errors;
• regional availability limitations;
• changes to pricing or technical requirements.

ReCallMe will use reasonable efforts to diagnose and address issues within its control but is not responsible for failures caused solely by a third-party network or service outside ReCallMe’s reasonable control.

15. Service availability and maintenance

ReCallMe does not provide a guaranteed service level unless a separate written service-level agreement expressly says otherwise.

The service may be interrupted for:

• maintenance and updates;
• emergency security work;
• carrier or provider outages;
• internet or power failures;
• events outside reasonable control.

Where practical, ReCallMe will provide notice of planned maintenance likely to materially affect the service.

The Customer must maintain reasonable backup contact and callback procedures for urgent or time-sensitive matters.

16. Intellectual property

ReCallMe and its licensors retain all rights in the software, design, documentation, branding, service configuration, and technology used to provide the service.

These Terms grant the Customer a limited, non-exclusive, non-transferable right to use ReCallMe during the subscription for its internal business operations.

The Customer retains its rights in Customer Data, business names, logos, message wording, service descriptions, and other materials it provides.

If the Customer provides feedback or suggestions, ReCallMe may use them to improve the service without an obligation to pay compensation, provided ReCallMe does not publicly identify the Customer without permission.

17. Confidentiality

Each party may receive non-public business, technical, customer, or operational information from the other.

Each party will:

• use confidential information only for the agreement and service;
• protect it using reasonable care;
• disclose it only to personnel and providers who need it and are bound to protect it;
• not disclose it publicly unless authorized or legally required.

Confidentiality obligations do not apply to information that is public through no breach, already lawfully known, independently developed, or lawfully received from another source without a duty of confidentiality.

18. Suspension and termination by ReCallMe

ReCallMe may suspend or terminate an account if:

• the Customer materially breaches these Terms and does not correct the breach after reasonable notice;
• an invoice remains overdue;
• the account creates a security, legal, fraud, carrier, or network risk;
• the Customer uses the service for unlawful or prohibited messaging;
• a provider or authority requires suspension;
• immediate action is reasonably necessary to prevent harm.

Where the issue can be corrected safely, ReCallMe will normally provide notice and a reasonable opportunity to address it.

19. Disclaimers

ReCallMe will provide the service with reasonable care.

Except for commitments expressly stated in these Terms or a written order, and to the extent permitted by law, the service is provided “as is” and “as available.”

ReCallMe does not guarantee:

• uninterrupted or error-free operation;
• delivery of every call, SMS, email, or browser notification;
• compatibility with every carrier, device, or telephone configuration;
• recovery of any particular caller, customer, booking, or amount of revenue;
• that the service alone will satisfy every law or industry-specific requirement applicable to the Customer.

20. Limitation of liability

To the extent permitted by law, neither party will be liable to the other for indirect, incidental, special, punitive, or consequential loss, or for lost profits, lost revenue, lost opportunities, or loss of goodwill arising from the service.

To the extent permitted by law, ReCallMe’s total aggregate liability arising from the service or these Terms will not exceed the greater of:

• C$100; or
• the subscription and setup fees actually paid by the Customer to ReCallMe during the three months immediately before the event giving rise to the claim.

These limits do not apply where liability cannot legally be excluded or limited, or to a party’s fraud, wilful misconduct, breach of confidentiality, or unlawful misuse of personal information.

21. Customer responsibility for claims

The Customer will be responsible for third-party claims, penalties, and reasonable costs arising from:

• Customer Data collected or used unlawfully by the Customer;
• the Customer’s message content or marketing campaigns;
• the Customer’s failure to obtain required consent or honour an opt-out;
• the Customer’s prohibited use of the service;
• the Customer’s violation of another person’s rights.

This responsibility does not apply to the extent a claim was caused by ReCallMe’s own breach of these Terms, negligence, or unlawful conduct.

22. Changes to the service or Terms

ReCallMe may update the service and these Terms.

Material changes to these Terms will be posted at recallme.ca/terms and communicated through the application or by email where reasonable. Unless a different date is stated, updated Terms apply from their posted effective date.

If a material change substantially reduces a paid service during an active billing period, the Customer may contact ReCallMe to discuss cancellation or an appropriate adjustment.

23. Governing law and disputes

These Terms are governed by the laws of Alberta and the federal laws of Canada applicable in Alberta, without regard to conflict-of-law principles.

Before starting a court proceeding, each party will make a reasonable effort to resolve the dispute through direct discussion.

Subject to applicable law, the courts located in Calgary, Alberta will have exclusive jurisdiction over disputes arising from these Terms or the service.

24. General terms

These Terms, the Privacy Policy, the SMS Terms and Messaging Policy, the applicable invoice or order, and any signed addendum form the complete agreement for the service.

If a provision is unenforceable, the remaining provisions remain in effect.

A failure to enforce a provision is not a waiver.

The Customer may not assign the agreement without ReCallMe’s written consent, except as part of a genuine sale or reorganization of the Customer’s business. ReCallMe may assign the agreement as part of a sale, financing, reorganization, or transfer of the ReCallMe business.

Neither party is responsible for delay caused by events outside its reasonable control, except that this does not excuse payment obligations already incurred.

25. Contact

ReCallMe
Calgary, Alberta, Canada
Email: support@recallme.ca
Phone: +1 (825) 305-4275

A postal mailing address is available on request.

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