Terms of service

These terms are the agreement between you and InboundHQ for the use of inboundhq.io, the agent portal at app.inboundhq.io, the softphone, the call routing, the wallet and every related service (together, "the Platform"). Please read them. They include a billing rule that charges your wallet after 55 seconds of connected time, a no-cash-refund rule, a dispute process, and an agreement to resolve most disagreements by individual arbitration instead of in court.

1. Accepting these terms

You accept these terms when you create an account, tick the box on the application, sign in, buy a seat, add credits, go online, answer a call, or use any part of the Platform. If you use the Platform for an agency or company, you are telling us you have the authority to bind it, and "you" means both you and that business.

We may ask you to accept these terms again after a material change, before a purchase, or before a new feature. We keep records of your acceptance, including the time, your IP address and the device used, as evidence of this agreement.

2. Who can use the Platform

You must be at least 18 and able to enter into a binding contract. The Platform is for licensed life insurance agents, agencies and their approved staff, for business use only. It is not for personal or household use.

You must hold, and keep current, every license, appointment, certification and carrier approval required for each product and state you take calls for. Our approving your application is an administrative check, not a legal finding that you are licensed or authorized.

3. Your account

You must give us complete and accurate information: your legal name, agency, contact details, National Producer Number, licensed states and payment details, and keep them current.

You are responsible for everything done through your account. Keep your password private, remove access for anyone who leaves your agency, and tell us right away through our Contact us form if you think your account has been used without permission. You may not share a login, let an unlicensed person take calls through your account, or create an account with false information.

If you run an agency, you are responsible for the agents, employees and contractors who use seats under your account.

4. What the Platform does

InboundHQ routes telephone calls placed by consumers who saw an advertisement and chose to call. Routing sends each call to one online agent who is licensed in the caller's state. The Platform also provides the browser softphone, the portal, the call log, recordings and transcripts, the wallet, the dispute process, training, and reporting.

InboundHQ is a technology and call-distribution company. We are not an insurance carrier, agency, broker of record, plan sponsor, fiduciary, legal adviser or compliance consultant, and we do not guarantee any insurance transaction. Features may be added, changed, paused or removed at any time.

5. No guarantee of calls or results

We do not promise any number of calls, that a call will connect or stay connected, that a caller is eligible or interested, that caller information is accurate, or that you will make a sale, earn a commission, or get any particular result. Call volume depends on advertising, publisher supply, consumer behavior, your states, your online hours, compliance status and technical conditions, many of which are outside our control. You alone decide whether a product or transaction is lawful and suitable for a caller.

6. Campaign terms

Each campaign has its own rate, buffer, hours, states, scripts, disclosures and dispute rules. At the date above, Final Expense TV calls are $70 per billable call with a 55-second buffer, routed 9am to 8pm Eastern, Monday to Friday. The campaign terms shown in the portal when you go online are part of this agreement and control over these general terms where they differ.

We may change campaign rates and rules going forward with at least 7 days' notice by email and in the portal. A change never alters charges already made unless it corrects an error.

7. The seat

Using the Platform requires a monthly seat. The agent seat is $97 a month per agent. The agency seat is $147 a month for the owner dashboard, plus $97 a month for each agent seat under it. The first 30 days of a new seat are free.

After the free period, the seat is billed to the card on file every month until you cancel. Cancel from the portal before the renewal date to stop the next charge. A month that has started is not refunded. If a seat payment fails or the seat lapses, routing to that agent stops and their credits stay in the wallet until the seat is active again or the account is closed.

8. Credits and your wallet

Calls are paid from a prepaid wallet. Every top-up is 5 calls or more, which is $300 at the current rate. Credits are Platform ledger units, not bank deposits, stored value or cash. They earn no interest, cannot be moved to another account, and can be used only for billable calls and other services we offer in the portal.

Payments are processed by Stripe or another processor we name. You authorize us and the processor to charge the payment method you provide for the purchases, subscriptions and fees you approve. We may decline a payment, ask for a different method, set funding limits, or ask for verification. Credits are added once the payment clears.

Credits in an account with no sign-in, no calls and no top-ups for 12 months are forfeited 30 days after we email a notice to the address on file.

9. When a call is billable

A call becomes billable when its connected time reaches the campaign buffer, 55 seconds for TV calls, as recorded by the routing platform. Connected time starts when you answer in the softphone and ends at hangup. Ring time and hold time before you answer do not count.

These are never billed: calls that end before the buffer, calls that never connected, calls routed to another agent, and test calls we place during setup. A call that reaches the buffer is billable even if you decide the caller was not a fit; that is what the dispute process is for.

The charge and the recording appear in your portal within a minute of hangup. The routing platform's records are the record of connected time.

10. Refunds

Billed calls are not refunded on request. They are reviewed through the dispute process in section 11. Seat months that have started are not refunded. Promotional and bonus credits are not refunded.

Unused credits you paid for are refunded when you close your account, less payment processing fees, within five business days of your request through our Contact us form. We may hold a refund while a chargeback, fraud review or unpaid balance is open.

11. Disputes about a call

You may dispute a billable call from its row in the portal within 48 hours of the call, with a reason and a short note. A person listens to the recording and reviews the routing records, timestamps, campaign rules and your account activity, and replies in writing within one business day.

A dispute may be denied when it is late, unsupported, contradicted by the recording or the records, based on not making a sale rather than on billing, based on dissatisfaction, or caused by your equipment, internet, settings, availability or conduct.

If we approve a dispute, the remedy is a credit back to your wallet. Approval does not create a right to a cash refund. Our decision on a dispute is final. Not enforcing a deadline once does not waive it later.

12. Chargebacks

Contact us and allow a reasonable time for review before starting a chargeback or payment dispute with your bank. You agree not to charge back an authorized purchase because of unused credits, call volume, call quality, a denied dispute, sales results or a change of plans.

If you start a chargeback, we may pause routing, freeze credits, disable purchases, close the account, forfeit remaining credits, and recover processor fees, dispute fees and amounts owed. We may give the processor, the bank or an arbitrator our records, including your acceptance of these terms, checkout and payment records, the call log, recordings, transcripts, routing records and support messages. Nothing here stops you from asserting a genuine unauthorized-use claim.

13. Your duties as an agent

You are responsible for your own conduct and for complying with every law, regulation, carrier rule and campaign rule that applies to you. You agree to:

• keep a valid life license in every state you turn on, and turn off any state where your license lapses;
• answer calls yourself, or through licensed staff using their own seats, in the softphone;
• follow the campaign script, disclosures and procedures, and identify yourself, your agency and the purpose of the call where required;
• comply with the Telephone Consumer Protection Act, state insurance and telemarketing laws, call-recording laws, and your carriers' rules;
• make truthful, complete statements and give every required disclosure;
• honor every do-not-call, opt-out and do-not-contact request;
• use caller information only for the call's purpose and the resulting transaction;
• keep required records and cooperate with reasonable audits, complaints and investigations;
• report suspected fraud, unlawful activity, consumer harm or a data incident to us right away through our Contact us form.

You agree not to:

• say or imply that coverage, approval, savings or benefits are guaranteed, or make "free," "government," "stimulus" or similar claims that are not true;
• claim to be from Medicare, a government agency, a carrier, InboundHQ or any other organization;
• call a consumer back on another number, or text them, without their consent on the recorded call, and never without checking the National Do Not Call Registry;
• transfer a caller to anyone outside your agency;
• misstate a caller's identity, consent, eligibility, health or financial information, or submit an application without their informed participation;
• alter or fake a recording, transcript, disposition or sale record;
• sell, share, resell or reuse caller information;
• bypass licensing, routing, billing, security or compliance controls, or help anyone else do so;
• use the Platform for anything unlawful, deceptive, abusive or fraudulent.

14. Caller information

Callers' names, numbers, states, recordings, transcripts, health statements, insurance details and application information are sensitive. Access to them is limited to the agent who took the call and to InboundHQ staff who need it. You must protect this information with reasonable security, avoid downloading or exporting it unless you need to, prevent unauthorized disclosure, follow retention rules, delete or return it when required, and tell us promptly of any suspected unauthorized access. You may not sell, publish, scrape, enrich or repurpose it.

15. Recording, monitoring and transcription

Every call through the Platform is recorded, both sides. A consent notice plays to the caller before the call connects. By using the Platform you consent to the recording, monitoring, storage, transcription and analysis of your participation in these calls. Your consent does not replace any consent the law requires from a caller; you must give any announcement the law requires and follow the campaign procedure if a caller refuses recording. You may not disable, evade or interfere with the recording.

Recordings and transcripts are used for billing, dispute review, quality, training, compliance, fraud detection, complaint investigation, chargeback response, support and security. We use automated tools, including artificial intelligence, to transcribe, summarize, score and flag calls. Automated output can be incomplete or wrong. It is not legal, insurance or professional advice, not an official finding by any regulator or carrier, and never a substitute for your own judgment and compliance program. We may take protective action, such as pausing routing, before a person completes a review when we reasonably believe there is a risk of harm, and we will give you a chance to respond to a material compliance finding unless immediate action is needed.

16. Acceptable use

You may not interfere with the Platform, introduce malicious code, scrape or harvest data, reverse engineer or copy the Platform, resell access without written permission, overload our telephony, create fake accounts, manipulate call durations, routing, dispositions, recordings or billing events, evade monitoring, harass anyone, infringe anyone's rights, or test our security without written permission.

17. Our property and your feedback

The Platform, its software, interface, name, logo, documents, scripts, training material, reports, routing logic and analytics belong to InboundHQ and its licensors. While your account is in good standing you have a limited, revocable, non-transferable right to use the Platform for your own licensed insurance business. No other rights are granted.

You keep the rights you have in information you submit. You give InboundHQ a worldwide, royalty-free license to host, copy, record, transcribe, analyze and otherwise process it as needed to run and secure the Platform, bill calls, review disputes, provide support, detect fraud, produce reports, enforce these terms, comply with law and improve the Platform. If you send us feedback or ideas, we may use them without restriction or payment.

18. Suspension and closing your account

You may close your account at any time by sending a request through our Contact us form. We may suspend, restrict or close your account if we reasonably believe you broke these terms or a campaign rule, your account information is inaccurate, a payment was reversed or creates material risk, your account was compromised, your conduct creates legal, consumer, security, financial or reputational risk, a carrier, publisher or regulator requires it, you fail to cooperate with a review, or continued service is no longer feasible. We may act immediately where delay could cause harm.

When an account closes, your right to use the Platform ends. Sections on payment, data, confidentiality, disclaimers, limits on liability, indemnity, dispute resolution and record retention survive. Unused paid credits are handled under section 10, subject to any open chargeback, fraud review or balance owed.

19. Indemnity

To the fullest extent the law allows, you will defend, indemnify and hold harmless InboundHQ, its owners, officers, employees, contractors, licensors, publishers and service providers from third-party claims, investigations, penalties, losses and reasonable attorneys' fees arising from your use of the Platform, your calls, statements, sales, applications or enrollments, your breach of these terms or any law, carrier rule or licensing requirement, your failure to get required consent, your misuse of caller information, activity done through your account, or the conduct of your employees, contractors, agents and subaccounts. We may control the defense with counsel we choose, and you may not settle a claim that binds us without our written approval.

20. No warranties

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE FULLEST EXTENT THE LAW ALLOWS, INBOUNDHQ DISCLAIMS ALL WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY AND RESULTS. WE DO NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, SECURE OR ERROR-FREE, THAT CALLS WILL CONNECT OR STAY CONNECTED, THAT RECORDINGS OR TRANSCRIPTS WILL BE COMPLETE, THAT AUTOMATED OUTPUT WILL BE ACCURATE, OR THAT USING THE PLATFORM WILL SATISFY YOUR LEGAL OBLIGATIONS. YOU ASSUME THE RISK OF RELYING ON CALLS, RECORDINGS, TRANSCRIPTS, REPORTS AND OTHER PLATFORM INFORMATION.

21. Limit on liability

TO THE FULLEST EXTENT THE LAW ALLOWS, INBOUNDHQ AND ITS OWNERS, OFFICERS, EMPLOYEES, CONTRACTORS, LICENSORS, PUBLISHERS AND SERVICE PROVIDERS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST COMMISSIONS, LOST SALES, LOST OPPORTUNITY, LOSS OF GOODWILL, LOSS OF DATA OR BUSINESS INTERRUPTION, EVEN IF ADVISED OF THE POSSIBILITY. OUR TOTAL LIABILITY FOR EVERYTHING ARISING FROM THE PLATFORM OR THESE TERMS WILL NOT EXCEED THE GREATER OF THE AMOUNT YOU PAID US IN THE THREE MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR $100. THESE LIMITS APPLY REGARDLESS OF THE LEGAL THEORY AND EVEN IF A REMEDY FAILS OF ITS ESSENTIAL PURPOSE. THEY DO NOT APPLY TO LIABILITY THAT CANNOT LAWFULLY BE LIMITED.

22. Callers and third parties

We are not responsible for the conduct, statements, eligibility or identity of callers, other agents, agencies, carriers, publishers, payment processors, telephone carriers or other third parties. You release InboundHQ from claims that arise solely from a dispute between you and another Platform user or a third party, except to the extent we directly caused it by breaching an express obligation in these terms.

23. Governing law

These terms are governed by the laws of Texas, without regard to its conflict-of-laws rules. The Federal Arbitration Act governs section 25.

24. Talk to us first

Before starting arbitration or a court case, the party with the complaint must send the other a written notice describing the dispute, the facts, the legal basis and the relief wanted. Notices to us go through our Contact us form. The parties will try in good faith to resolve the matter for at least 30 days after the notice is received. Any limitation period is paused during those 30 days.

25. Arbitration

Except for small-claims matters and requests for temporary injunctive relief about unauthorized access, security or intellectual property, any dispute arising from the Platform, calls, payments, credits, seats, recordings, automated analysis, account access, these terms or the relationship between you and InboundHQ will be resolved by binding individual arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, before one neutral arbitrator, by video, telephone, written submissions or in Texas as the arbitrator decides. The arbitrator may award the relief available to an individual claimant under the law but may not combine claims or award relief for anyone who is not a party. Judgment on the award may be entered in any court with jurisdiction. Either party may still report a matter to a government agency.

26. No class actions and no jury trial

TO THE FULLEST EXTENT THE LAW ALLOWS, YOU AND INBOUNDHQ EACH WAIVE THE RIGHT TO A JURY TRIAL, AND EACH AGREE THAT CLAIMS WILL BE BROUGHT ONLY INDIVIDUALLY, NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS, COLLECTIVE, CONSOLIDATED OR REPRESENTATIVE PROCEEDING. If this waiver is found unenforceable for a particular claim, that claim will proceed in court after all arbitrable matters are complete.

27. Opting out of arbitration

You may opt out of section 25 by sending a request through our Contact us form within 30 days after you first accept these terms, with your name, account email, agency name and a clear statement that you opt out of arbitration. Opting out does not affect any other part of these terms.

28. Court cases that are not arbitrated

Any dispute not subject to arbitration or small-claims court must be brought only in the state or federal courts located in Texas, and both parties consent to their jurisdiction and venue.

29. Confidentiality

You may learn nonpublic information about InboundHQ, including campaign terms, pricing, routing, publishers, security and operations. Use it only for the Platform and share it only with people who need it and are bound to keep it confidential. This does not cover information that is public without a breach, that you already knew, that you developed independently, or that you lawfully received elsewhere. You may disclose information the law requires you to disclose, after giving us notice where permitted.

30. Electronic notices

You agree to receive agreements, disclosures, notices, receipts and compliance messages electronically, by email, text or in the portal. Keep your email address and mobile number current. Electronic records and signatures have the same effect as paper ones. Operational messages about your account are not marketing and may be sent while you hold an account.

31. Changes to these terms

We may update these terms by posting a new version with a new "last updated" date and, for material changes, giving notice by email or in the portal. Changes apply going forward. If you do not agree, stop using the Platform. Continued use after the effective date is acceptance. A change to the arbitration section does not apply to a dispute we had actual notice of before the change.

32. Things outside our control

We are not liable for delay or failure caused by events beyond our reasonable control, including internet or telephone outages, cloud or carrier failures, payment-provider actions, cyberattacks, labor disputes, government actions, changes in law, disasters, epidemics or failures of third-party infrastructure.

33. Assignment

You may not transfer your account or these terms without our written consent. We may assign these terms in a merger, acquisition, reorganization, sale of assets, financing or transfer of the Platform business.

34. If part of these terms cannot be enforced

If a court or arbitrator finds any part unenforceable, that part will be enforced as far as the law allows and the rest stays in force, except as stated in section 26. Our not enforcing a provision once is not a waiver; a waiver is effective only in writing signed by InboundHQ.

35. The whole agreement

These terms, the privacy policy, the refund and credit policy, the buffer guidelines, the campaign terms in the portal and any separately signed agreement are the entire agreement about the Platform and replace earlier discussions. A separately signed agreement controls where it says it modifies a provision. Campaign terms control only for that campaign. Headings are for convenience, and "including" means "including without limitation."

36. Contact

InboundHQ
Contact us