These Terms of Service are an agreement between KeyBolt Inc., a New York corporation, doing business as LeadLatch ("LeadLatch," "we," "us," or "our"), and the business identified in an applicable Order Form ("Customer," "you," or "your"). These Terms govern Customer's access to and use of the Service.
The Service is offered for business use. Customer represents that it is obtaining the Service for a trade or business purpose and not for personal, family, or household use.
1. Acceptance and authority
1.1 Affirmative acceptance
These Terms become binding when an authorized representative of Customer:
- affirmatively accepts them through an unchecked checkbox or comparable electronic control that conspicuously links to these Terms, the Data Processing Addendum, and the Acceptable Use Policy;
- signs an Order Form that incorporates them; or
- completes another written acceptance process agreed by LeadLatch.
Passive use of the Service, without one of these acceptance events, does not by itself constitute acceptance of these Terms.
1.2 Authority to bind
The person accepting the Agreement for Customer represents that the person has authority to bind Customer. A person without that authority may not accept the Agreement for Customer.
1.3 Retained copy
LeadLatch will provide or make available a retained copy of the accepted Agreement and applicable
Order Form. Until an automated download is available, Customer may request a copy from
legal@leadlatch.org.
2. Definitions
"Agreement" means the applicable Order Form, these Terms, the Data Processing Addendum ("DPA"), the Acceptable Use Policy ("AUP"), and any amendment signed by both parties.
"Authorized User" means an individual Customer authorizes to administer or access the Service.
"Billing Period" means the interval for which recurring Fees are charged, as stated in the Order Form.
"Booked Job" means a service appointment successfully created by the Service after the deterministic booking system confirms the applicable price, availability, and booking result.
"Caller" means an individual whose telephone call is handled through the Service.
"Caller Data" means information processed in connection with a Caller interaction, which may include the Caller's telephone number, name, service address, derived coordinates, job details, call audio, transcript, qualification and tool results, quoted price, drive time, availability, booking window, Booked Job, and technical call metadata.
"Customer Configuration Data" means Customer's service areas, hours, technicians, prices, job types, notification settings, disclosure settings, greetings, and other Service configuration.
"Customer Data" means Customer Configuration Data, content supplied by Customer, and the rights Customer has in Customer Personal Data. Customer Data does not mean that Customer owns a Caller or a Caller's personal information.
"Customer Personal Data" has the meaning given in the DPA.
"Documentation" means the then-current operational documentation LeadLatch makes available for the Service.
"Fees" means subscription, usage, overage, per-booking, or other charges expressly stated in an Order Form.
"Order Form" means a signed or electronically accepted ordering record that identifies Customer and states the applicable plan, Fees, Billing Period, included Usage, and other commercial terms.
"Service" means LeadLatch's business voice-receptionist service described in the applicable Order Form and Documentation.
"Subscription Term" means the period for which Customer has purchased access to the Service, as stated in the Order Form.
"Usage" means metered use identified in the Order Form, including connected call minutes or Booked Jobs.
3. Agreement documents and precedence
3.1 Incorporated documents
The DPA and AUP are incorporated into and form part of the Agreement. The Privacy Policy is a public notice and is not incorporated as a negotiated contract. The Security and Data Protection Overview, Call Recording and AI Disclosure page, Subprocessor Register, and Accessibility Statement are informational or supplemental documents except to the extent the DPA expressly makes the Subprocessor Register a controlled schedule.
3.2 Subject-specific precedence
If Agreement documents conflict:
- a signed amendment controls only where it expressly identifies the provision it overrides;
- a mandatory international transfer instrument controls for the transfer it covers;
- the DPA controls for personal-data processing and binding security obligations;
- the Order Form controls price, plan, included Usage, Billing Period, and other commercial variables, but does not override the DPA without an express signed DPA amendment;
- the AUP controls acceptable-use questions; and
- these Terms control other matters.
The Subprocessor Register supplements the DPA and cannot reduce LeadLatch's obligations under the DPA.
4. The Service
4.1 Current service
The Service answers inbound calls forwarded by Customer, collects information from Callers, checks service-area eligibility using routed drive time, communicates Customer-configured prices and availability, may hold an available appointment window, and may create a Booked Job. Customer is responsible for reviewing Booked Jobs and following up with Callers as appropriate.
4.2 Deterministic business decisions
LeadLatch uses deterministic systems to supply service-area decisions, authorized prices, availability, and booking results. The AI voice system is permitted to communicate those results. It is not authorized to invent a price, drive time, appointment window, or booking confirmation.
4.3 Current channel limitations
The current Service uses call forwarding to a LeadLatch-provided number. Full number porting, caller-facing SMS, and Customer self-service billing are not currently available. Email notifications and optional LeadLatch Operational Alerts for authorized Customer representatives are available. LeadLatch does not text Callers under this program. Any future channel or feature is governed only after it is made available and included in an Order Form or Documentation.
4.4 LeadLatch Operational Alerts
An authorized Customer representative may separately opt in to recurring, non-promotional LeadLatch Operational Alerts at a designated mobile number through authenticated notification settings. Alerts may identify callback requests, Booked Jobs, and voicemails that require review. Message frequency varies with Customer's call activity. Message and data rates may apply.
SMS consent is optional and is not a condition of purchasing LeadLatch. Reply STOP to opt out,
START to resubscribe, or HELP for help. Customer may also contact
support@leadlatch.org. Opting out of SMS does not disable email or dashboard notifications or the
voice-receptionist Service. Carriers are not responsible for delayed or undelivered messages. The
Privacy Policy explains how LeadLatch handles mobile numbers, consent records,
message content, and delivery information.
4.5 No emergency service
THE SERVICE IS NOT AN EMERGENCY SERVICE AND DOES NOT REPLACE 911 OR ANY OTHER EMERGENCY NUMBER. Customer must not represent that the Service can be relied on for a life-safety emergency. LeadLatch does not guarantee that every call will connect, complete, or result in a response.
5. Customer accounts and configuration
5.1 Account responsibility
Customer is responsible for its Authorized Users, credentials, and account activity. Customer must provide accurate account information and promptly remove access for anyone who is no longer authorized.
5.2 Configuration duties
Customer is responsible for keeping its prices, service area, hours, technician availability, job types, notification recipients, greetings, and other configuration accurate and lawful. Customer must not enter instructions designed to cause the voice system to contradict deterministic Service results or state an unauthorized price, drive time, availability, or commitment.
5.3 Call forwarding and carrier dependencies
Customer is responsible for configuring and maintaining forwarding from its carrier to the number provided for the Service. Telecommunications carriers and other providers may experience outages, latency, routing errors, caller-ID errors, or other failures outside LeadLatch's control.
5.4 LeadLatch-provided numbers
Unless an Order Form states otherwise, a number provided for the Service remains under LeadLatch's or its telephony provider's control. Customer may use it only with the Service during the Subscription Term. Number-porting rights do not apply unless expressly stated in an Order Form.
6. AI and telephony limitations
The Service uses artificial intelligence, speech processing, telecommunications networks, and third-party infrastructure. The Service may misunderstand speech, produce an inaccurate phrase, experience delay, disconnect, or fail to complete an intended action. Deterministic controls reduce specific truth risks but do not eliminate all errors.
Customer must independently verify information before relying on it for safety-critical, legal, or other high-impact decisions. Customer remains responsible for the locksmith services it provides, its relationship with Callers, and any representation made outside the Service.
7. Recording, transcription, and AI disclosure
7.1 Separate operations
Live audio processing, transcription, disclosure announcements, stored call recordings, and stored transcripts are separate operations. Disabling a disclosure announcement does not disable the other operations.
7.2 Disclosure settings
The disclosure setting defaults to auto. Customer may select always, auto, or off:
alwaysplays the configured disclosure announcement on every call;autodecides whether to play the announcement using the business state configured for Customer, not the Caller's physical location; andoffdoes not play the announcement. It does not stop live audio processing, recording, or transcription.
No setting is a legal determination or a guarantee that a call complies with every law that may apply.
7.3 Responsibility for legal compliance
Customer is responsible for obtaining legal advice concerning the jurisdictions in which it and its Callers may be located and for selecting lawful settings and instructions. LeadLatch remains responsible for obligations that applicable law imposes directly on LeadLatch and that cannot be shifted by contract.
7.4 Recording information
The current recording and transcription mechanics are described on the Call Recording and AI Disclosure page. That page does not provide legal advice and does not override this Agreement.
8. Fees, Usage, taxes, and payment
8.1 Order Form controls
Customer will pay the Fees and taxes stated in the Order Form. No Fee, included allowance, overage, or per-booking charge applies unless the Order Form clearly states it.
8.2 Metering
Where Usage charges apply, LeadLatch may measure connected call minutes, answered calls, Booked Jobs, or other units identified in the Order Form. The Order Form must state the billing unit, included allowance, and rate before the charge applies.
8.3 Payment authorization
If Customer provides a payment method for recurring charges, Customer authorizes LeadLatch and its payment processor to charge the amounts disclosed in the Order Form at the disclosed interval. Online checkout and self-service billing are not currently live. Until they launch, payment terms are governed by the Order Form or invoice.
8.4 Taxes
Fees exclude applicable sales, use, and similar transaction taxes. Customer is responsible for those taxes, excluding taxes based on LeadLatch's net income.
8.5 Billing disputes and credits
Customer may dispute a Usage charge by contacting support@leadlatch.org within 30 days of the
invoice date, identifying the charge and the reason for the dispute. LeadLatch will review the
disputed charge in good faith against its call and metering records and will tell Customer the
outcome. Where those records show the charge was incorrect, LeadLatch will issue a credit.
LeadLatch may issue a credit in other circumstances at its discretion, and logs every credit it
issues. Undisputed Fees remain payable, and this section does not require a refund of an undisputed
subscription Fee.
8.6 Price changes
LeadLatch will provide at least 30 days' advance notice before changing a recurring price for an existing Customer. A change will apply no earlier than the next Billing Period after the notice period and will not apply retroactively or during the current Billing Period. Customer may cancel before the new price takes effect.
9. Renewal and cancellation
9.1 Renewal
Any recurring renewal must be stated in the Order Form. Unless the Order Form states a longer fixed term, a monthly subscription renews for successive one-month periods until canceled.
9.2 Cancellation
Customer may cancel by contacting support@leadlatch.org. Cancellation takes effect at the end of
the current paid Billing Period unless the Order Form states otherwise. When online checkout
launches, LeadLatch will provide online cancellation through the account interface.
9.3 Refunds
Except for erroneous or disputed Usage charges addressed under Section 8.5, Fees are not prorated or refunded solely because Customer cancels before the end of a paid Billing Period, unless the Order Form or applicable law requires otherwise. LeadLatch may issue a discretionary credit or refund.
10. Suspension and termination
10.1 Suspension
LeadLatch may suspend affected access where reasonably necessary to address nonpayment, a Security Incident, unlawful activity, a material AUP violation, risk to the Service or another customer, or a legal requirement. LeadLatch will provide notice when reasonably practicable and will limit a suspension to the affected account or feature where feasible.
10.2 Termination for breach
Either party may terminate the Agreement if the other materially breaches it and does not cure the breach within 30 days after written notice. A party may terminate immediately when a breach cannot be cured, when continued performance would violate law, or when the AUP permits immediate action for urgent harm.
10.3 Effect of termination
Customer's right to use the Service ends when the Agreement terminates. LeadLatch will handle Customer Personal Data under the DPA.
10.4 Survival
Payment obligations accrued before termination and provisions concerning confidentiality, intellectual property, disclaimers, indemnification, liability, disputes, and any term that by its nature should survive will survive termination.
11. Data rights and privacy
11.1 Customer Data
As between the parties, Customer retains the rights it has in Customer Data. Customer grants LeadLatch a nonexclusive, limited right to process Customer Data only as needed to provide, secure, support, and administer the Service, comply with law, and exercise rights expressly granted by the Agreement.
11.2 Caller Data
Customer determines the business purpose for collecting Caller Data through the Service. LeadLatch generally processes Caller Data for Customer under the DPA. Nothing in the Agreement states that Customer owns a Caller or all rights in a Caller's personal information.
11.3 Account Data
LeadLatch processes account, authentication, contracting, support, and billing information for its own service-administration purposes as described in the Privacy Policy.
11.4 Deidentified data
LeadLatch may create and use aggregate or deidentified data for internal security, reliability, capacity planning, and service analytics only when the data cannot reasonably be linked to a Caller, Authorized User, or Customer. LeadLatch will not attempt to reidentify that data. This section does not authorize use of identifiable call audio, transcripts, addresses, or Caller details for general product analytics.
12. Confidentiality
Each party may receive nonpublic information that a reasonable person would understand to be confidential. The receiving party will use it only to perform or exercise rights under the Agreement, protect it using at least reasonable care, and disclose it only to personnel and providers who need it and are bound by confidentiality obligations.
Confidential information does not include information the receiving party can document was lawfully known without restriction, independently developed, lawfully received from another source, or made public without breach. If disclosure is legally required, the receiving party will provide advance notice where legally permitted and reasonably cooperate with efforts to limit disclosure.
13. Intellectual property and feedback
13.1 LeadLatch technology
LeadLatch and its licensors retain all rights in the Service, Documentation, software, designs, models, workflows, and other technology, excluding Customer Data.
13.2 Customer content
Customer retains its rights in its names, marks, and content. LeadLatch may not publish Customer's name, logo, or endorsement without separate written permission.
13.3 Feedback
Customer may provide feedback voluntarily. LeadLatch may use feedback without restriction or payment, provided it does not publicly identify Customer or disclose Customer Confidential Information without permission.
14. Service changes and beta features
LeadLatch may improve and change the Service. LeadLatch will not materially reduce the paid core functionality stated in an Order Form during the current Billing Period without notice and a reasonable remedy, which may include cancellation and a prorated credit for the affected period.
Beta or preview features will be clearly identified, are optional, may change or end, and are provided without a production availability commitment. LeadLatch will not use Customer Personal Data in a beta feature outside the DPA's permitted purposes without additional notice and any required agreement.
15. Acceptable use
Customer and Authorized Users must comply with the AUP. Customer is responsible for configured content and instructions supplied through its account. LeadLatch may investigate and address suspected misuse as described in the AUP.
16. Third-party services
The Service depends on telecommunications, AI, hosting, database, mapping, geocoding, monitoring, notification, and other providers. The DPA and Subprocessor Register address providers that process Customer Personal Data for LeadLatch. LeadLatch is responsible for its Subprocessors as stated in the DPA, but does not control independent carrier networks or Customer-selected third-party systems.
17. Warranties and disclaimers
Customer represents that it has the rights and authority needed to provide Customer Data and instructions and to use the Service for its business.
EXCEPT FOR AN EXPRESS WARRANTY IN AN ORDER FORM, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, LEADLATCH DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. LEADLATCH DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR ACHIEVE A PARTICULAR BUSINESS RESULT. LEADLATCH DOES NOT PROVIDE AN UPTIME OR RESPONSE-TIME SERVICE LEVEL AGREEMENT UNLESS AN ORDER FORM EXPRESSLY STATES ONE.
18. Indemnification
18.1 By LeadLatch
LeadLatch will defend Customer against a third-party claim that Customer's authorized use of the Service infringes a United States patent, copyright, or trademark, and will pay damages finally awarded or agreed in settlement. LeadLatch has no obligation for a claim caused by Customer Data, Customer instructions, modification not made by LeadLatch, combination with an item not supplied by LeadLatch, or use after LeadLatch provides a non-infringing alternative.
18.2 By Customer
Customer will defend LeadLatch against a third-party claim to the extent caused by Customer's unlawful Customer Data, configured content, instructions, knowing use of the Service in violation of the AUP or applicable law, or failure to provide a notice or obtain consent that Customer is legally required to provide or obtain for its calls. Customer has no obligation to the extent a claim is caused by LeadLatch's failure to follow Customer's configured setting or by LeadLatch's own violation of applicable law.
18.3 Procedure
The indemnified party must give prompt notice, reasonable cooperation, and control of the defense to the indemnifying party. A delay in notice reduces an obligation only to the extent it causes material prejudice. No settlement may admit fault by, impose nonmonetary obligations on, or fail to release the indemnified party without that party's written consent.
19. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR FOR LOST PROFITS, REVENUE, GOODWILL, OR DATA, ARISING FROM THE AGREEMENT, EVEN IF ADVISED THAT THE DAMAGE WAS POSSIBLE.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, EACH PARTY'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE AGREEMENT WILL NOT EXCEED THE FEES PAID OR PAYABLE BY CUSTOMER FOR THE SERVICE DURING THE 12 MONTHS IMMEDIATELY BEFORE THE FIRST EVENT GIVING RISE TO LIABILITY.
The cap does not limit Customer's obligation to pay Fees properly due. Nothing excludes or limits liability for fraud, willful misconduct, or liability that applicable law does not permit a party to exclude or limit.
20. Governing law and disputes
New York law governs the Agreement without regard to conflict-of-laws rules. The parties consent to exclusive jurisdiction in the state courts located in New York County, New York, and the United States District Court for the Southern District of New York for a dispute arising from the Agreement.
21. Notices
Legal notices to LeadLatch must be sent to legal@leadlatch.org. LeadLatch may send notices to the
account owner or other notice address in the Order Form. A notice is effective when the receiving
system confirms delivery, except that a sender must use another reasonably available method after
receiving a delivery-failure notice.
Operational support requests and cancellations should be sent to support@leadlatch.org.
22. General terms
22.1 Assignment
Neither party may assign the Agreement without the other's written consent, except to an affiliate or in connection with a merger, reorganization, financing, or sale of substantially all relevant assets, provided the assignee agrees to the Agreement and is able to perform it.
22.2 Independent contractors
The parties are independent contractors. The Agreement does not create a partnership, joint venture, franchise, fiduciary relationship, or employment relationship.
22.3 Force majeure
Neither party is liable for delay caused by events beyond its reasonable control, except for accrued payment obligations. The affected party will use reasonable efforts to reduce the effect and resume performance.
22.4 No third-party beneficiaries
The Agreement creates no third-party beneficiary except where a mandatory transfer instrument or applicable law expressly provides otherwise.
22.5 Waiver and severability
A waiver must be in writing and applies only to the stated instance. If a provision is unenforceable, it will be modified only to the minimum extent necessary, and the remaining provisions remain in effect.
22.6 Entire agreement
The Agreement is the complete agreement concerning the Service and replaces prior agreements on the same subject. It does not replace obligations that cannot lawfully be waived.
22.7 Electronic records
The parties agree to use electronic records and signatures. LeadLatch will retain acceptance records as described in Section 1.3.
23. Changes to the Agreement
LeadLatch may update nonmaterial terms by giving reasonable notice. A change to Fees, data-use rights, liability allocation, dispute procedures, or another material Customer obligation will not be imposed solely through silence or a website posting. LeadLatch will obtain affirmative reacceptance or a signed Order Form before applying such a material change to Customer.
24. Contact
- Legal notices:
legal@leadlatch.org - Privacy:
privacy@leadlatch.org - Security:
security@leadlatch.org - Support and cancellation:
support@leadlatch.org