Callhaven — Terms of Service

Last Updated: September 25, 2026

These Terms of Service ("Terms") govern your access to and use of the Callhaven service ("Callhaven," "Service," "we," "us," or "our"). By creating an account, subscribing to the Service, or otherwise accessing or using the Service, you agree to these Terms.

If you are using the Service on behalf of a business or other organization, you represent and warrant that you have authority to bind that organization to these Terms. In that case, "you" and "Customer" refer to that organization.

If you do not agree to these Terms, you may not use the Service.

1. Service

Callhaven provides an AI-powered voice receptionist platform designed primarily for heating, ventilation, and air conditioning (HVAC) businesses.

Depending on the plan and configuration, the Service may:

answer incoming telephone calls;
collect information from callers;
identify and flag potential emergency situations;
create or record appointment information;
provide call summaries, transcripts, and related call information;
provide a web-based dashboard for reviewing calls, appointments, and account activity; and
perform other functions made available through the Service.

Callhaven is a communication and information-management tool. It does not provide emergency services, medical services, legal services, technical certifications, or professional HVAC diagnosis.

The Service does not replace 911, fire departments, police, medical services, utility emergency services, or other emergency responders. Callers experiencing an immediate or life-threatening emergency should contact the appropriate emergency service directly.

2. Eligibility and Account

You must provide accurate and complete information when creating and maintaining your account.

You are responsible for:

maintaining the confidentiality of your account credentials;
all activity occurring through your account;
ensuring that persons using your account are authorized to do so; and
promptly notifying us of unauthorized access or suspected security incidents.

You may not create an account using false information or impersonate another person or business.

3. Web Call Testing

Before subscribing, Callhaven may allow you to test certain features using an in-browser "Web Call" or similar testing feature.

Testing may be subject to limits on duration, frequency, or functionality. Test calls are intended for evaluation and configuration purposes and do not constitute a live deployment of the Service to your customers unless expressly stated otherwise.

A paid subscription is required before connecting the Service to a live business telephone number or using the Service for real customer calls.

4. Plans and Pricing

Callhaven offers subscription plans described at checkout and within the Customer's dashboard.

Unless otherwise stated at checkout:

Starter: $399 per month.
Pro: $599 per month.
Enterprise: Custom pricing.

Plan features, included usage, overage rates, and other applicable commercial terms are displayed at the time of purchase or within the Customer's account.

The number of technicians associated with a plan may be used as a general indication of the plan's intended business size. Technician counts are not, by themselves, a guarantee of call volume or Service capacity.

We may change pricing or plan features in accordance with Section 17 of these Terms and applicable law.

5. Usage and Additional Usage Charges

Each subscription includes a usage allowance or usage level appropriate to the applicable plan, as disclosed in the Customer's dashboard or at checkout.

Usage may be measured by factors including call duration or other usage metrics disclosed by Callhaven.

If usage exceeds the applicable included allowance, additional usage may be charged at the rate displayed in the Customer's account.

Callhaven will provide usage information through the Customer dashboard and may provide notifications when usage approaches or exceeds the applicable allowance.

Unless otherwise stated in the Customer's plan, exceeding the included usage allowance does not automatically terminate or disable the Service.

Where available, Customers may configure additional-usage controls or spending limits through their account. If a configured limit is reached, Callhaven may require confirmation or authorization before additional usage is permitted.

The Customer is responsible for charges resulting from authorized use of the Service, including additional usage.

6. Billing and Payment

Subscriptions are billed in advance on a recurring monthly basis unless otherwise stated at checkout.

Payments are processed through Paddle.com or another payment processor identified at checkout. Where Paddle acts as Merchant of Record, Paddle is the seller of the applicable transaction and handles payment processing, applicable sales taxes, transaction-related documentation, and related buyer support in accordance with Paddle's applicable terms and policies.

By purchasing a subscription, you authorize recurring charges for the applicable subscription and any authorized additional usage.

Subscriptions automatically renew unless canceled before the next renewal date.

Upgrades: An upgrade may take effect immediately. Where applicable, charges or credits for the remaining portion of the current billing period may be prorated.

Downgrades: A downgrade generally takes effect at the beginning of the next billing period unless otherwise stated.

Failed Payments: If a payment fails, the payment processor or Callhaven may retry the payment and notify you. If payment remains unresolved, Callhaven may restrict, suspend, or terminate access to the Service after any applicable grace period. You remain responsible for amounts properly due before suspension or termination.

7. Refunds

Payments are generally non-refundable except where a refund is required by applicable law or granted under Callhaven's applicable refund policy or the payment processor's applicable policies.

Nothing in these Terms limits any non-waivable statutory refund, cancellation, withdrawal, or consumer-protection right.

Where Paddle is the Merchant of Record, refunds may be processed through Paddle in accordance with Paddle's applicable Buyer Terms and Refund Policy.

8. Cancellation

You may cancel your subscription through the available account or payment-management interface.

Unless otherwise required by law or stated at checkout, cancellation takes effect at the end of the current paid billing period. You will not be charged for a new billing period after cancellation.

Cancellation does not automatically entitle you to a refund for unused time in the current billing period.

9. Customer Responsibilities

You are responsible for configuring and using the Service appropriately for your business.

You are responsible for:

the accuracy of information supplied to Callhaven;
the instructions, business rules, emergency procedures, and service-area information provided to the AI receptionist;
reviewing and correcting information collected from callers when necessary;
maintaining appropriate emergency response procedures;
ensuring that appointments created by the Service are reviewed and handled appropriately;
ensuring that callers receive any legally required notices;
ensuring that your use of call recording, transcription, caller identification, automated communications, and personal information complies with applicable laws; and
informing Callhaven promptly if any configuration could cause the Service to behave in a materially unsafe or unlawful manner.

Callhaven does not guarantee that information supplied by a caller or generated by the AI receptionist is complete or accurate.

10. Call Recording, Transcription, and Automated Communications

Depending on your configuration, calls handled through Callhaven may be recorded, transcribed, summarized, analyzed, or otherwise processed.

The Service may provide an automated disclosure to callers regarding recording or automated processing. The Customer remains responsible for determining whether additional disclosures, notices, consent, or other measures are required under the laws applicable to the Customer, its callers, and the jurisdictions in which calls occur.

The Customer is responsible for configuring and using the Service in compliance with applicable call-recording, wiretap, privacy, telecommunications, consumer-protection, and automated-communications laws.

Callhaven does not provide legal advice regarding call-recording consent or other telecommunications requirements.

11. Emergency Calls and Safety

Callhaven may identify and flag information that appears to indicate a potential emergency based on the information provided by a caller and the configuration of the Service.

Emergency detection may be incomplete, delayed, incorrect, or unavailable.

Callhaven does not guarantee that every emergency will be identified or appropriately escalated.

The Customer remains solely responsible for establishing and maintaining appropriate emergency procedures for its business.

Callhaven should not be relied upon as the sole method of detecting, responding to, or escalating an emergency.

12. Third-Party Services

The Service relies on third-party infrastructure and service providers, which may include telecommunications providers, voice AI providers, hosting providers, databases, analytics providers, and payment processors.

These providers may change over time.

Third-party services may be subject to their own terms, privacy policies, security practices, availability limitations, and service interruptions.

Callhaven is not responsible for failures caused solely by third-party services outside Callhaven's reasonable control.

13. Data Processing and Privacy

Callhaven processes personal information in connection with providing the Service as described in the Callhaven Privacy Policy and, where applicable, a Data Processing Agreement ("DPA").

For caller information processed on behalf of a Customer, the Customer generally determines the purposes for which such information is collected and used, while Callhaven processes that information to provide the Service and according to the Customer's instructions and applicable agreements.

Where required, the parties may enter into a separate DPA governing the processing of personal information.

The Privacy Policy is available at: Privacy Policy

14. Customer Data

As between Callhaven and Customer, Customer retains its rights in Customer Data, subject to the rights necessary for Callhaven to provide, secure, maintain, and improve the Service as permitted by applicable law and the applicable agreement.

"Customer Data" means information submitted to or collected through the Service on behalf of Customer, including business configuration information, caller information, call records, transcripts, appointment information, and related account data.

Customer grants Callhaven a limited, non-exclusive right to host, copy, process, transmit, and otherwise use Customer Data solely as reasonably necessary to provide, secure, maintain, support, and improve the Service, comply with law, prevent fraud or abuse, and perform the obligations described in these Terms and any applicable DPA.

Callhaven will not sell Customer Data.

Callhaven may use aggregated or de-identified information that does not reasonably identify Customer or an individual for analytics, security, benchmarking, and service improvement purposes, subject to applicable law.

15. Data Retention and Deletion

While a Customer's subscription is active, Callhaven retains account and Service data for as long as reasonably necessary to provide the Service and fulfill the purposes described in the Privacy Policy.

Following cancellation or termination, Callhaven may retain Customer Data for up to 30 days to permit account recovery or reactivation.

After that period, applicable Customer Data will be deleted or anonymized, except where retention is required or permitted by applicable law or reasonably necessary for legal claims, accounting, security, fraud prevention, dispute resolution, or enforcement of agreements.

Customer may request earlier deletion of eligible data, subject to applicable legal and contractual requirements.

16. Intellectual Property

Callhaven and its licensors retain all rights, title, and interest in and to the Service, including its software, user interface, technology, documentation, trademarks, and other intellectual property.

Except for the limited rights expressly granted under these Terms, no rights are transferred to Customer.

Customer retains ownership of its own trademarks, business information, and Customer Data.

Customer grants Callhaven permission to use Customer's business name, logo, and related information only as reasonably necessary to provide the Service, unless otherwise agreed.

17. Changes to the Service and Terms

Callhaven may modify, update, or discontinue features of the Service from time to time.

We may update these Terms when reasonably necessary, including to reflect changes to the Service, law, security practices, or business operations.

For material changes, we will provide notice to active Customers through reasonable means where required.

Unless otherwise stated, updated Terms become effective on the date specified in the updated Terms.

If you continue to use the Service after the effective date, your continued use constitutes acceptance of the updated Terms, except where applicable law requires another form of consent.

18. Acceptable Use

You may not use the Service to:

violate applicable law or regulation;
impersonate another person or business;
transmit misleading or fraudulent caller identification information;
harass, threaten, abuse, or unlawfully discriminate against any person;
intentionally provide materially false information to callers;
use the Service for unlawful surveillance or unauthorized recording;
interfere with or attempt to compromise the Service or its security;
circumvent usage limits, billing mechanisms, authentication, or access controls;
reverse engineer or attempt to extract source code from the Service except where such restriction is prohibited by law;
use the Service to transmit malware or other malicious code; or
use the Service in a manner that creates an unreasonable risk to Callhaven, its infrastructure, or third parties.

19. Confidentiality

Each party may receive non-public information from the other party in connection with the Service.

Each party agrees to use reasonable care to protect the other party's confidential information and to use it only for purposes related to the business relationship.

Confidentiality obligations do not apply to information that:

is or becomes publicly available without breach;
was already lawfully known;
is independently developed without use of confidential information; or
is lawfully received from a third party without confidentiality obligations.

A party may disclose confidential information when required by law, provided that, where legally permitted, it gives reasonable notice to the other party.

20. Security

Callhaven maintains reasonable technical and organizational safeguards designed to protect Customer Data against unauthorized access, alteration, disclosure, or destruction.

No internet-based system is completely secure, and Callhaven does not guarantee absolute security.

Customer is responsible for protecting its account credentials and implementing appropriate access controls within its organization.

21. Service Availability

Callhaven aims to provide reliable and continuous service but does not guarantee that the Service will be uninterrupted, error-free, or available at all times.

Service availability may be affected by maintenance, telecommunications failures, internet outages, third-party providers, force majeure events, security incidents, or circumstances outside Callhaven's reasonable control.

22. Disclaimer

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE."

CALLHAVEN DISCLAIMS WARRANTIES NOT EXPRESSLY PROVIDED IN THESE TERMS, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, TO THE EXTENT PERMITTED BY LAW.

CALLHAVEN DOES NOT WARRANT THAT:

THE AI RECEPTIONIST WILL UNDERSTAND EVERY CALL CORRECTLY;
CALL TRANSCRIPTS OR SUMMARIES WILL BE COMPLETE OR ACCURATE;
EVERY APPOINTMENT WILL BE CREATED OR RECORDED CORRECTLY;
EVERY EMERGENCY WILL BE DETECTED;
THE SERVICE WILL ALWAYS BE AVAILABLE; OR
THE SERVICE WILL SATISFY EVERY CUSTOMER'S PARTICULAR BUSINESS REQUIREMENT.

23. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CALLHAVEN'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS WILL NOT EXCEED THE GREATER OF:

(a) THE AMOUNTS PAID BY CUSTOMER TO CALLHAVEN FOR THE SERVICE DURING THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR

(b) ONE HUNDRED U.S. DOLLARS (US $100).

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CALLHAVEN WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, BUSINESS OPPORTUNITY, GOODWILL, OR DATA.

NOTHING IN THESE TERMS EXCLUDES OR LIMITS LIABILITY THAT CANNOT LAWFULLY BE EXCLUDED OR LIMITED.

24. Indemnification

To the extent permitted by applicable law, Customer agrees to defend, indemnify, and hold harmless Callhaven and its officers, directors, employees, and service providers from claims, damages, liabilities, costs, and reasonable expenses arising from:

Customer's unlawful use of the Service;
Customer's violation of these Terms;
Customer's violation of applicable call-recording, privacy, telecommunications, or consumer-protection laws;
Customer Data or instructions supplied by Customer; or
claims arising from Customer's business operations or services.

This section does not apply to the extent a claim results from Callhaven's own gross negligence, willful misconduct, or other liability that cannot legally be shifted to Customer.

25. Suspension and Termination

Callhaven may suspend or terminate access to the Service if:

Customer materially breaches these Terms;
payment remains overdue;
use of the Service creates a material security, legal, or operational risk;
Customer uses the Service unlawfully; or
suspension is reasonably necessary to protect Callhaven, Customers, third parties, or the Service.

Where reasonably practicable, Callhaven will provide notice and an opportunity to remedy the issue before suspension or termination.

Termination does not eliminate payment obligations that accrued before termination.

26. Governing Law

These Terms are governed by the laws applicable to Callhaven's principal place of business, without regard to conflict-of-law principles, except to the extent mandatory law provides otherwise.

Any dispute-resolution provisions may be supplemented by a separate written agreement or applicable law.

27. Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision will be enforced to the maximum extent permitted by law and the remaining provisions will remain in effect.

28. Entire Agreement

These Terms, together with the Privacy Policy, applicable DPA, and any other agreements expressly incorporated by reference, constitute the agreement between Customer and Callhaven regarding the Service.

If there is a conflict between these Terms and a separately executed DPA regarding data processing, the DPA will control solely with respect to the subject matter of data processing.

29. Contact

Questions regarding these Terms may be sent to: mg4973663@gmail.com (temporary — will move to support@callhaven.net once domain is set up)

Callhaven
[LEGAL COMPANY NAME]
[BUSINESS ADDRESS]