Plain-English summary: This document explains what you're agreeing to when you sign up for Latchpin. We've tried to keep it readable. If anything is unclear, email hello@latchpin.net and we'll explain in plain words.
1. Acceptance of Terms
By accessing or using the Latchpin service ("Latchpin," "we," "us," or "our"), you ("Client") agree to be bound by these Terms of Service. If you do not agree, do not use the service.
2. Description of Service
Latchpin provides a productized lead-response service to service-business clients, including but not limited to independent insurance agencies, HVAC contractors, and other trades that depend on speed of inbound reply. The service includes automated and AI-assisted reply generation, qualification, and routing of inbound prospect inquiries to Client's designated team members.
Latchpin does not quote, bind, schedule, recommend, or sell any product or service. All regulated or licensed activities, scheduling, pricing, and operational decisions remain the sole responsibility of Client.
3. Subscription and Billing
Service plans (Frontline and Command) are billed monthly via Stripe at the rates published on latchpin.net at the time of signup, or at any founding-member rate specifically agreed in writing.
Initial 90-day term. The first 90 days of service constitute a single, non-cancelable initial term, comprised of three (3) consecutive monthly billing cycles. Client agrees to pay all three monthly invoices in the initial term, even if Client elects to discontinue active use of the service mid-term. After 90 days, service continues on a month-to-month basis, billed in advance, with 30 days' written notice required for cancellation.
Pre-launch cancellation and refunds. If Client cancels after signup but before any onboarding work (voice extraction, prompt configuration, scenario setup) has commenced, Client may request a full refund of the first month's payment, which Latchpin will issue within 10 business days. If Client cancels after onboarding work has commenced but before going live, Latchpin will retain a setup fee of up to $997 to cover work performed and refund the remaining unused portion. Once the service is live (the first AI-generated reply has been sent on Client's behalf), the initial 90-day term applies and no refunds are available.
Good-faith review. If at any point during the initial 90-day term Client believes in good faith that the service is not fitting their business, Client is encouraged to contact Latchpin directly before invoking these terms. Latchpin will work to resolve the issue or, where appropriate, agree to part ways outside the strict letter of this section.
4. Client Responsibilities
- Provide accurate brand voice samples and intake question requirements during onboarding.
- Designate at least one authorized representative (e.g., licensed producer, dispatcher, owner) to receive routed leads.
- Maintain compliance with all applicable laws and regulations in your operating jurisdictions, including any licensing, advertising, or consumer-protection rules specific to your trade.
- Promptly notify Latchpin of any changes to receiving systems (FSM, AMS, calendar, inbox) or contact routing.
5. Acceptable Use
Client agrees not to use Latchpin to send unsolicited communications, violate any applicable law, infringe third-party rights, or misrepresent the source or nature of Latchpin-generated replies.
6. Confidentiality
Each party will treat the other's non-public business information as confidential and use it only to perform under these Terms.
7. Data and Privacy
Latchpin's handling of personal data is governed by the Privacy Policy, which is incorporated by reference into these Terms.
8. Intellectual Property
Latchpin retains all rights to its software, automation logic, prompts, and operating procedures. Client retains all rights to its brand assets, customer data, and produced content.
9. Disclaimer of Warranties
The service is provided "as is" without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, or non-infringement. We do not warrant uninterrupted operation or specific business outcomes.
10. Limitation of Liability
To the fullest extent permitted by law, Latchpin's total liability arising out of or related to these Terms shall not exceed the fees paid by Client to Latchpin in the three (3) months preceding the claim.
11. Indemnification
Client agrees to indemnify and hold harmless Latchpin from claims arising out of Client's misuse of the service or violation of applicable law.
12. Termination
Either party may terminate the service for material breach with 15 days' written notice and an opportunity to cure. During the initial 90-day term, termination by Client for convenience does not relieve Client of the obligation to pay all three monthly invoices in the initial term, subject to the pre-launch refund terms in Section 3. After the initial 90-day term, either party may terminate for any reason with 30 days' written notice; service will continue and Client will be billed for the 30-day notice period.
13. Governing Law
These Terms are governed by the laws of the State of Texas, without regard to conflict-of-laws principles. Any disputes shall be resolved in the state or federal courts located in Galveston County, Texas.
14. Changes to These Terms
We may update these Terms from time to time. Material changes will be communicated via email at least 30 days before taking effect.
15. Contact
Questions about these Terms? Email hello@latchpin.net.