Customer agreements

Master Customer Agreement

Version 10.0 · Effective October 30, 2026

1. Parties and Structure

1.1 This Master Customer Agreement ("Master Agreement") is between Leadin Solutions LLC, a Washington limited liability company ("Leadin Solutions," "we," "us," "our"), and the business entity identified on the Order Form ("Customer," "you," "your").

1.2 The complete agreement between the parties (the "Agreement") consists of: (a) the Order Form; (b) each Product Schedule named on the Order Form, together with Schedule P, Plans, Usage and Billing (each a "Schedule"); (c) this Master Agreement; (d) the Leadin Solutions SMS Terms; (e) the Privacy Policy; and (f) the website Terms of Service. In case of conflict, the documents control in that order.

1.3 You accept the Agreement by signing the Order Form, by completing enrollment through leadin.solutions (including payment authorization via Stripe where a fee applies and acknowledgment of the Compliance Certification in Section 20), or by using the Platform. Leadin Solutions records the version accepted, the timestamp, the accepting account, and a hash of the exact text accepted for each enrollment.

1.4 Questions and notices: hello@leadin.solutions · Leadin Solutions LLC, PO Box 53, North Bend, WA 98045. Service of legal process on Leadin Solutions is made on its registered agent of record with the Washington Secretary of State.

2. Definitions

Platform or Service: the Leadin Solutions AI-powered customer intake and front desk system described in the applicable Schedules, including the IVR consent flow, SMS conversations, voicemail with transcription, the web chat assistant, Card delivery, the customer dashboard, and any summaries or reports provided.

Channel: a way an End-Customer reaches you through the Platform: a phone call (including texting after pressing 9, and voicemail) or the web chat on your website.

Card: the unverified automated record the Platform delivers to your Delivery Channel at the end of a conversation on any Channel, including a voicemail notice. The Schedule names it (Job Card, Inquiry Card, Event Card, Chat Card) and defines it. Every Card is a communication tool only and never a contract, order, quote, booking, reservation, or commitment of any kind.

Delivery Channel: the email address or addresses named on the Order Form and your Leadin dashboard, which is accessed with an individual sign-in. Cards and notices are delivered there.

Desk: one business or brand on your Order Form with its own greeting, Customer Content and Delivery Channel.

End-Customer: a person who calls, texts, leaves a voicemail for, or writes through the web chat to your business through the Platform.

Customer Data: all intake data, Cards, transcripts, recordings, and End-Customer information processed by the Platform on your behalf.

Customer Content: the information the Platform uses to answer End-Customers, as defined in Section 21.

Sub-processor: a third party that processes Customer Data for Leadin Solutions. Current Sub-processors: Twilio (telephony and SMS), Anthropic (AI language model), Deepgram (voicemail transcription), Resend (email delivery), Stripe (billing), Railway (hosting and database), Make.com (workflow automation), Airtable (operational database). Changes are posted in the Privacy Policy with 30 days' notice.

Provision Date: the date Leadin Solutions assigns your dedicated phone number or, for a web-chat-only Order Form, the date your web chat is first available to install, recorded on the Order Form.

3. Platform Independence and Scope Limitations

3.1 Leadin Solutions is an independent technology service provider. It has no affiliation with, agency relationship with, or responsibility for your licensing, insurance, permits, business operations, service quality, or compliance with any law that governs your trade, industry, or premises.

3.2 Leadin Solutions does not refer, recommend, endorse, or connect End-Customers to any business. End-Customers who interact with the Platform contacted your business. Leadin Solutions facilitates that communication on your behalf as a service provider and data processor only, and is not a party to any transaction between you and your End-Customers.

3.3 The Platform does not make pricing commitments, scheduling confirmations, reservations, orders, or service guarantees on your behalf. It relays only Customer Content and information the End-Customer has supplied.

3.4 The Platform does not generate outbound marketing or promotional messages and does not contact any person who has not first called your business or written to it through the web chat.

3.5 The Platform supplements your intake. It does not replace your staff, dispatcher, host, or front desk, and it does not make decisions for you.

3.6 Leadin Solutions makes no promise, representation, or guarantee about the volume of calls, chats, or Cards your business receives. Volume depends entirely on your own lead generation and operations.

3.7 Nothing in the Agreement creates an agency, partnership, joint venture, employment, or fiduciary relationship between the parties.

4. Service Area and Eligibility

4.1 The Service is available to businesses in 47 US states. It is not available to businesses in California, Texas, or Florida.

4.2 You represent and warrant that (a) your principal place of business and your primary service area are not in California, Texas, or Florida; (b) you are the authorized owner or operator of every business phone number and every website connected to the Platform; (c) you are duly organized and in good standing in your state; and (d) the person accepting the Agreement has authority to bind you. Leadin Solutions may terminate immediately if any representation in this Section is untrue.

6. Data, Privacy, and Security

6.1 Ownership and roles. Customer Data belongs to you. You are the data controller for End-Customer personal information; Leadin Solutions is your data processor and service provider and processes Customer Data only to provide, secure, support, and improve the Service as described in the Privacy Policy. Leadin Solutions does not sell Customer Data or use it for advertising.

6.2 Retention. Leadin Solutions keeps Customer Data, including Cards and End-Customer personal information (name, phone, email, address, conversation transcript), for as long as your subscription is active, so that you can use it in the Service. After cancellation you may export it for 90 days; Leadin Solutions then deletes or anonymizes it, unless a Schedule or the Order Form states a different period or the law requires longer. You may ask Leadin Solutions at any time to delete a specific End-Customer's information, and Leadin Solutions will do so within 30 days, except records it must keep under this Section. Voicemail recordings: Section 6.7. IVR consent records: at least 4 years. Opt-out records: permanent, hashed. Anonymized Card metadata: up to 3 years. Billing and tax records: as long as tax law requires.

6.3 Legal hold. Either party must suspend scheduled deletion of relevant data upon anticipating any claim, dispute, or legal proceeding, notify the other party, and preserve those records until the matter is fully resolved.

6.4 Confidentiality. Each party keeps the other's non-public business information confidential and uses it only to perform the Agreement, excluding information that (a) was already known without restriction; (b) becomes public through no wrongful act of the receiving party; (c) is approved for release in writing; (d) is independently developed; or (e) must be disclosed under law or court order, with prompt notice where lawful. This obligation lasts for the term plus 3 years, and for trade secrets as long as they remain trade secrets.

6.5 Security. TLS 1.2+ in transit, AES-256 at rest, role-based access controls, individual sign-in to the dashboard with server-side revocation, and suppression of personal information in logs and notifications. Leadin Solutions will notify you without undue delay, and no later than 72 hours after confirmation, of any security incident affecting your Customer Data, and will cooperate with any notification you are required to make.

6.6 Data export. On cancellation or termination for any reason, a CSV export of your Cards is delivered to your email on file within 5 business days of the effective date.

6.7 Voice recording and voicemail. When a caller chooses voicemail, the IVR announces that the message will be recorded before recording begins, as required by Washington's all-party consent law (RCW 9.73.030) and the laws of other all-party consent states. No other caller audio is recorded; for calls without a voicemail, only the digit pressed and call metadata are logged. Each voicemail is transcribed by a Sub-processor and delivered to your Delivery Channel as a voicemail notice with the recording attached. Once the notice is delivered, Leadin Solutions deletes the recording from its telephony provider; a recording that cannot be delivered is deleted after 90 days. Transcripts are Customer Data under Section 6.2. You may use recordings only to respond to the caller and to run your business, and you are responsible for any copy you keep.

8. Fees, Billing, and Taxes

8.1 Fees. Your plan, add-ons, setup fee, allowances, extra-usage prices, and billing start are stated on the Order Form and governed by Schedule P. Fees are billed through Stripe to the payment method on file unless the Order Form says otherwise.

8.2 Taxes. Fees are exclusive of taxes unless the Order Form states a tax-inclusive enterprise fee. You are responsible for all sales, use, excise, and similar taxes and surcharges that apply to the Service, which Leadin Solutions will collect where it is required to do so (including Washington retail sales tax on digital automated services). Each party is responsible for its own income taxes.

8.3 Pass-through charges. Carrier, A2P 10DLC registration, regulatory, and Sub-processor fee increases imposed after the Order Form date may be passed through at cost on 30 days' written notice. Pass-through charges are itemized separately and are not a change to any locked rate.

8.4 Usage. Usage is counted and billed as set out in Schedule P. Leadin Solutions' system records are the basis for billing and are shown, item by item, in your dashboard.

8.5 Payment failure. If a charge fails, Leadin Solutions will retry and notify you. If payment is not received within 10 days of the invoice date, Leadin Solutions may suspend the Service until payment clears. Amounts more than 30 days past due accrue interest at 1% per month or the maximum lawful rate, whichever is lower, plus reasonable collection costs.

8.6 Refunds. Fees paid are non-refundable, in whole or in part, including for a partial month, except where a Schedule or the Order Form grants a service credit or a termination right with refund. Service credits are applied to the next invoice and are not paid in cash.

9. Term, Suspension, and Termination

9.1 Term. The Agreement is month-to-month with no minimum term and no notice period, unless the Order Form states an Initial Term.

9.2 Cancellation by you. Cancel at any time by written notice to hello@leadin.solutions. Cancellation is executed within 5 business days. Service continues to the end of the period already paid for and does not renew; the final invoice includes any extra usage from that last period. Remove call forwarding from your business line and the web chat code from your website before that period ends.

9.3 Suspension or termination by Leadin Solutions. Leadin Solutions may suspend the Service immediately, or terminate on written notice, if: (a) payment is more than 10 days past due; (b) you breach Section 4, 5, 10, or 21, or any representation in the Agreement is untrue; (c) your use creates, in Leadin Solutions' reasonable judgment, a material legal, regulatory, security, or reputational risk, including a complaint, subpoena, or carrier action tied to your account; (d) a carrier, Sub-processor, regulator, or court restricts or prohibits the Service for your account or industry; or (e) you become insolvent or cease operations. For any other material breach, Leadin Solutions may terminate if the breach is not cured within 10 days of written notice. Leadin Solutions may also terminate for convenience on 30 days' written notice, in which case any prepaid fees for the unused period are refunded.

9.4 Effect. On termination, Platform and dashboard access end, the web chat stops answering, your phone number is released after a 30-day forwarding-grace message period, Section 6.6 data export applies, and amounts due remain payable. Re-enrollment after a cancellation gap of more than 5 business days is at then-current pricing.

10. Acceptable Use and AI Disclosure

10.1 You may not: (a) use the Service to send unsolicited commercial messages; (b) misrepresent your identity or the automated nature of the Platform to End-Customers; (c) use the Service in violation of the TCPA, state telecommunications law, or any other law; (d) resell, sublicense, or share the Service outside the locations and Desks on your Order Form; (e) reverse engineer, scrape, or probe any part of the Platform; (f) supply or designate Customer Content that is false, misleading, defamatory, infringing, or unlawful; (g) use the Platform for emergency dispatch, medical, legal, financial, or gambling activity; or (h) route to the Platform any phone number, or install the web chat on any website, that you do not own or operate.

10.2 The Platform identifies itself as an automated assistant in the IVR greeting, in every SMS conversation, and in the web chat window, and will truthfully confirm that it is automated whenever an End-Customer asks. You may not configure it otherwise.

11. Intellectual Property

11.1 Leadin Solutions retains all rights in the Platform, including software, source code, algorithms, prompt architecture, AI models, workflows, designs, documentation, the web chat widget, and the Leadin. wordmark. You receive a limited, non-exclusive, non-transferable, revocable license to use the Platform for your internal business purposes during the term.

11.2 You retain ownership of Customer Data and Customer Content and grant Leadin Solutions a license to use them to provide the Service.

11.3 You hereby irrevocably assign to Leadin Solutions all right, title, and interest in any feedback, suggestions, or ideas you provide about the Platform, and Leadin Solutions may use them without restriction, compensation, or attribution.

11.4 Leadin Solutions may identify you as a customer by name and logo in marketing materials unless you opt out by email.

12. Warranties

EXCEPT AS EXPRESSLY STATED IN THE APPLICABLE SCHEDULE, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. NO SPECIFIC REVENUE, BUSINESS OUTCOME, CALL OR CHAT VOLUME, OR ERROR-FREE AI OUTPUT IS WARRANTED. CARDS ARE UNVERIFIED RECORDS AND NO WARRANTY OF ACCURACY IS MADE. AI OUTPUT MAY CONTAIN ERRORS AND MUST BE INDEPENDENTLY VERIFIED BEFORE ANY ACTION IS TAKEN.

13. Limitation of Liability

13.1 TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST BUSINESS, OR LOST DATA, HOWEVER CAUSED AND UNDER ANY THEORY OF LIABILITY.

13.2 LEADIN SOLUTIONS' TOTAL CUMULATIVE LIABILITY ARISING OUT OF OR RELATING TO THE AGREEMENT SHALL NOT EXCEED THE GREATER OF (A) THE FEES YOU ACTUALLY PAID IN THE 3 MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) THE MINIMUM CAP STATED IN THE APPLICABLE SCHEDULE OR ON THE ORDER FORM.

13.3 The exclusions and cap in this Section do not apply to a party's gross negligence, willful misconduct, or fraud, or to your payment obligations and indemnification obligations.

13.4 Without limiting the above, Leadin Solutions is not liable for: (a) AI Card errors or inaccuracies; (b) your failure to verify Card details before acting; (c) any loss, claim, or dispute arising from reliance on an unverified Card; (d) disputes between you and your End-Customers; (e) an End-Customer's failure to call 911; (f) your non-compliance with the TCPA or state telecommunications law; (g) outages of Twilio, Anthropic, Deepgram, Resend, Stripe, Railway, Make.com, Airtable, or any carrier; (h) legally required disclosures; (i) your non-compliance with licensing, registration, permit, or insurance requirements for your business; (j) call, chat, or Card volume; (k) inaccurate, outdated, or incomplete Customer Content, including content read from your website (Section 21); or (l) your website, its hosting, or any conflict between the web chat and other code on your website.

14. Indemnification

14.1 You will defend, indemnify, and hold harmless Leadin Solutions and its members, managers, employees, and contractors from any third-party claim, fine, penalty, loss, or expense (including reasonable attorneys' fees) arising from: (a) your use of the Platform; (b) your breach of the Agreement; (c) disputes with your End-Customers; (d) your non-compliance with the TCPA, the Stored Communications Act, or state telecommunications, privacy, or consumer protection law; (e) misrepresentations to your End-Customers; (f) harm arising from an End-Customer's reliance on the Platform in a life-safety emergency; (g) your non-compliance with licensing, registration, permit, insurance, or industry-specific regulatory requirements; (h) any action taken in reliance on an unverified Card; or (i) Customer Content, including any claim that Customer Content you supplied or designated infringes a third party's rights.

14.2 Leadin Solutions will defend and indemnify you from any third-party claim that the Platform, as provided by Leadin Solutions and used in accordance with the Agreement, infringes a United States patent, copyright, or trademark, excluding claims arising from Customer Data, Customer Content, or your modifications or combinations. If such a claim arises, Leadin Solutions may modify the Platform, procure a license, or terminate and refund prepaid unused fees.

14.3 The indemnified party will give prompt notice, reasonable cooperation, and sole control of the defense to the indemnifying party, who may not settle in a way that admits fault for the indemnified party without consent.

15. Insurance

Each party will maintain commercial general liability insurance appropriate to its business. Leadin Solutions will maintain technology errors and omissions and cyber liability insurance in commercially reasonable amounts. Certificates are available on request.

16. Force Majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control, including natural disaster, epidemic, war, terrorism, civil unrest, labor action, government order, utility or telecommunications failure, or failure of a Sub-processor or carrier, provided the affected party uses reasonable efforts to resume performance. Payment obligations are not excused.

17. Assignment

You may not assign the Agreement or any Order Form without Leadin Solutions' prior written consent, including by merger or change of control. Leadin Solutions may assign the Agreement in whole to an affiliate or to a successor in a merger, acquisition, or sale of all or substantially all of its assets or of the Platform, on notice to you.

18. Governing Law and Dispute Resolution

18.1 The Agreement is governed by the laws of the State of Washington without regard to its conflict-of-laws rules.

18.2 The parties will first attempt to resolve any dispute through 30 days of good-faith written negotiation starting from written notice of the dispute.

18.3 Any dispute not resolved by negotiation will be settled by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, by one arbitrator, seated in King County, Washington, with remote hearings permitted. Judgment on the award may be entered in any court of competent jurisdiction. Either party may seek temporary injunctive relief in court to protect intellectual property or confidential information without waiving arbitration, and either party may bring an individual claim within the jurisdictional limit of small claims court in King County instead of arbitration.

18.4 Class action waiver. Disputes may be brought only on an individual basis. Neither party may bring, join, or participate in a class, collective, consolidated, or representative proceeding, and the arbitrator has no authority to consolidate claims of different customers.

18.5 The prevailing party in any arbitration or court proceeding is entitled to its reasonable attorneys' fees and costs.

19. General Provisions

19.1 Entire agreement. The Agreement is the entire agreement between the parties for its subject and supersedes all prior proposals, quotes, and understandings.

19.2 Amendment. Leadin Solutions may update this Master Agreement, a Schedule, the SMS Terms, or the Privacy Policy on 30 days' written notice; continued use after the effective date is acceptance. A change to your plan's prices follows the notice term in Schedule P. Changes to an Order Form require both parties' agreement, except that you may add an add-on or move to a higher plan from your dashboard as Schedule P allows.

19.3 Survival. Sections 5.1, 5.3, 6, 7, 8 (as to amounts due), 9.4, 11, 12, 13, 14, 17, 18, 19, and 21 survive termination.

19.4 Severability. If any provision is unenforceable, it is enforced to the maximum extent permitted and the remaining provisions continue in full force.

19.5 Waiver. Failure to enforce a provision is not a waiver of it.

19.6 Notices. By email: to Leadin Solutions at hello@leadin.solutions; to you at the notice email on your Order Form. Notice is effective on the business day after sending. Notices by mail go to Leadin Solutions LLC, PO Box 53, North Bend, WA 98045. Service of legal process on Leadin Solutions is made on its registered agent of record with the Washington Secretary of State.

19.7 Electronic acceptance. Electronic signatures and records satisfy any requirement for a writing under the federal E-SIGN Act and the Washington Uniform Electronic Transactions Act.

19.8 No third-party beneficiaries. End-Customers and all other third parties have no rights under the Agreement.

19.9 Independent contractors. The parties are independent contractors.

20. Compliance Certification and Acceptance

By signing the Order Form or completing enrollment, you certify that: (1) you have read and understand your obligations under the Telephone Consumer Protection Act (47 U.S.C. § 227) and the telecommunications laws of your state; (2) you accept full and sole responsibility for compliance with those obligations, including ensuring that call forwarding routes to the Platform so that the IVR consent flow is presented to every caller before any SMS is sent; (3) you will include in your customer-facing agreements, estimates, website, or terms a disclosure that customers who contact your business may receive automated SMS from your automated assistant, and, where you use the web chat, a disclosure in your website privacy notice as Schedule E requires; (4) you understand that Leadin Solutions is the technical sender of SMS messages and that you are the principal on whose behalf they are sent; (5) you are responsible for your Customer Content under Section 21; and (6) you indemnify Leadin Solutions for any TCPA or state telecommunications law violation arising from your use of the Platform.

21. Customer Content and Information Accuracy

21.1 Customer Content means all information the Platform uses to answer End-Customers, whatever its source: (a) information you supply, such as documents, FAQs, price lists, policies, catalogs, product data, hours, events, and exceptions; (b) pages of your website or other online sources you designate, which Leadin Solutions reads and refreshes on your behalf; and (c) your answers to Leadin Solutions' setup questions.

21.2 The Platform relays only Customer Content and what the End-Customer tells it. It may quote, shorten, or summarize Customer Content, but it adds no facts of its own. When Customer Content does not answer a question, the Platform says so and delivers the question to you as a Card.

21.3 You are solely responsible for the accuracy, completeness, timeliness, and lawfulness of Customer Content, including content Leadin Solutions read from your own website. If your website or a document you supplied is out of date, the Platform's answers will be out of date. Leadin Solutions is not liable for any loss, complaint, or dispute caused by Customer Content that was inaccurate, outdated, or incomplete when the Platform relayed it.

21.4 You authorize Leadin Solutions to access, copy, store, and process the website pages and documents you designate, solely to provide the Service, and you represent that you have the right to let Leadin Solutions do so.

21.5 Refresh and corrections. Leadin Solutions refreshes designated website content daily unless the Order Form states otherwise. Documents and answers you supply take effect within the update time on the Order Form (default: next business day). You agree to review the Platform's answers and to report any error; Leadin Solutions will correct a reported error within that same update time.

21.6 No professional advice. The Platform does not give engineering, structural, sizing, code-compliance, medical, allergen-safety, legal, financial, or tax advice on any Channel, even where Customer Content appears to contain it. It directs those questions to you as a Card.

21.7 Offers. The Platform mentions an offer, discount, promotion, or related product only when it appears in Customer Content. Leadin Solutions creates no offers, prices, or discounts of its own, and nothing in this Section permits promotional messaging (Section 5.4).

21.8 Your website, documents and the web chat. You keep your website and the documents you supply up to date, and you send Leadin Solutions updated documents whenever they change. You install the web chat code on your own website, yourself or through your web provider. Leadin Solutions provides the web chat design and step-by-step installation instructions; it does not access, edit, or host your website. Schedule E, Section E2 also applies.

22. Multiple Desks and Cross-Referral

22.1 Where your Order Form includes two or more Desks or Channels, you authorize the Platform to refer an End-Customer from one of your Desks to another of your Desks, and to share that End-Customer's inquiry details among your Desks, when the End-Customer's request relates to the other Desk.

22.2 You represent that every Desk on your Order Form is operated by you or by an affiliate whose information you have the right to share, and that sharing inquiries among them is consistent with your own privacy notices.

22.3 Cross-referral content comes only from Customer Content (Section 21.7). The Platform does not refer End-Customers to any business that is not on your Order Form.

These documents are accepted together, in one signature, when you enroll at leadin.solutions/start. Questions about any term: hello@leadin.solutions.