Terms & Conditions

Agreement to these Terms

These Terms & Conditions ("Terms") are an agreement between you and CitieProductions Inc., a Florida corporation doing business as LockLine ("LockLine," "we," "us," or "our"). They cover (a) everyone who uses getlockline.com (the "Site") and (b) businesses that sign up for our AI phone answering, appointment booking, missed-call text-back, and follow-up services (the "Services"; such businesses are "Clients"). Sections marked Client Terms apply only to Clients.

If you are a Client, your order form, proposal, invoice, or online sign-up page (your "Order Form") and these Terms together form our agreement. If they conflict, the Order Form controls. If you accept these Terms for a business, you confirm you are authorized to bind that business.

By using the Site, signing or accepting an Order Form, paying for the Services, or using the Services, you agree to these Terms and acknowledge our Privacy Policy. If you do not agree, do not use the Site or the Services.

The Services

LockLine answers phone calls in our Clients' business names, collects caller details, books appointments, sends job alerts to Clients, and follows up with callers by text message. The Services use automated and artificial-intelligence technology. Although we work to make the Services accurate and reliable, they may misunderstand a caller, miss or misstate details, fail to complete a booking, or be unavailable at times.

The Services depend on third-party platforms, phone carriers, and internet services that we do not control. We do not promise any particular uptime unless your Order Form says so. We may update features or change providers, but we will not materially reduce the core Services you are paying for during a paid billing period.

Not an emergency service

LockLine is not an emergency service and does not dispatch emergency help. If you smell gas, see fire or smoke, hear a carbon monoxide alarm, or anyone is in danger, leave the area and call 911 or your gas utility from a safe place.

LockLine is not a 911 service, an emergency dispatch service, or a live monitoring service. Urgent calls can be flagged and routed to your on-call tech. The assistant is set up to tell callers who describe a possible emergency, such as a gas smell, smoke, fire, or a carbon monoxide alarm, to get to safety and call 911 or their gas utility, and to alert the Client. It cannot guarantee that it will recognize every emergency, that an alert will be delivered or seen in time, or that anyone will respond. Clients are responsible for their own emergency and after-hours procedures, including any on-call number they want urgent callers sent to. The assistant does not give technical, safety, or repair advice.

Client responsibilities (Client Terms)

If you are a Client, you agree to:

• Give us accurate, current information needed to set up and run the Services, such as your legal business name, service area, hours, services offered, scheduling rules, and any prices or policies you want callers told, and tell us promptly when anything changes.
• Have the right to use, and to forward to the Services, every phone number you route to us.
• Approve, in writing (email is fine), any prices, policies, or service promises the assistant gives callers. You are responsible for the accuracy of the information you give us and for honoring or correcting what the assistant tells callers based on that information.
• Review booked appointments, alerts, and messages promptly and follow up with your customers. You remain responsible for your customer relationships and for all work you perform.
• Keep your account login details secure and be responsible for activity by your staff and anyone using your account.

Calls, texts, recording, and AI disclosure (Client Terms)

Recording and AI notice. Each call answered by the Services begins with a notice that the caller is speaking with an automated assistant and that the call may be recorded and transcribed. You agree to keep these notices enabled. Florida requires the consent of all parties to record a call (chapter 934, Florida Statutes), and other states have similar laws. We may decline any request to remove or weaken these notices. If a notice is removed or changed at your request, you are responsible for any resulting legal compliance.

You are the sender of texts and calls made in your name. Messages and calls sent from your account or in your business name (such as missed-call text-backs, appointment reminders, and follow-ups) are your communications. You are responsible for complying with all laws and rules that apply to them, including the Telephone Consumer Protection Act (TCPA) and FCC rules, the Florida Telephone Solicitation Act, other state telemarketing laws, and wireless carrier and CTIA messaging guidelines. This includes obtaining and keeping records of any consent the law requires, honoring opt-out requests promptly (we configure STOP handling for you), and not sending marketing messages without the required consent. We recommend messages go out only between 8 a.m. and 8 p.m. in the recipient's local time.

Outbound calls. We will place automated or AI-voice outbound calls for you only to people who have given the consent the law requires, which you are responsible for obtaining and documenting. Under FCC rules, AI-generated voices are treated as "artificial" voices under the TCPA.

Carrier registration (A2P 10DLC). U.S. wireless carriers require each business that sends texts through business phone numbers to be registered. You agree to give us accurate legal business information for this registration (such as your legal name, EIN, address, website, and an authorized contact) and to keep a website with a privacy policy and text messaging terms that meet carrier requirements. We will help prepare and submit the registration. Texting features may be limited or unavailable until carriers approve it. Carrier delays, rejections, or filtering are not a breach by LockLine. Any registration or carrier fees that apply to you will be stated in your Order Form.

Your privacy notice. You agree to maintain a privacy notice for your customers that discloses that you use service providers to answer calls and send texts on your behalf.

Plans, trial, and pricing (Client Terms)

Your plan and prices are set out in your Order Form. Unless your Order Form says otherwise:

Proof-Based Trial. Setup is free. Your first month costs $250. Around day 14, we review your missed-call report and the appointments the Services booked. Any refund terms for the trial will be stated in your Order Form. After the first month, your plan continues month to month at $500 per month (or the price in your Order Form) until you cancel.

Pay Per Appointment. You pay the per-appointment rate in your Order Form, plus any monthly base fee it lists. A "Booked Appointment" is an appointment, estimate, or service visit that the Services schedule on your calendar or send to you with the caller's name and a callback number. We do not charge for duplicates (the same caller and job within 7 days), test calls, spam or wrong-number calls, or requests outside the service area or services you told us you offer. How appointments later cancelled or missed by your customer are billed will be stated in your Order Form. You may dispute any Booked Appointment charge within 7 days after your monthly statement, and we will review it in good faith.

Fair use. Plans are priced for typical call and text volume for a single-location contractor. If your usage is far above typical, we will talk with you about an adjusted price before charging more.

Taxes. Prices do not include any applicable taxes, which you are responsible for.

Billing, cancellation, and refunds (Client Terms)

Billing. Monthly fees are billed in advance on the same day each month as your start date. Per-appointment fees are billed monthly in arrears. By giving us a payment method, you authorize us (and our payment processor) to charge it for recurring fees and any per-appointment fees until you cancel.

Automatic renewal. Your plan renews automatically each month until you cancel. There is no long-term contract.

Late or failed payments. If a payment fails, we will notify you. If it is not paid within 10 days after that notice, we may pause the Services. We will tell you before pausing so you can re-route your calls.

Cancellation. You may cancel at any time by emailing support@getlockline.com or by any other written notice to us. Please cancel at least 3 business days before your next billing date to avoid the next charge. Cancellation takes effect at the end of your current paid billing period; the Services continue until then, and you will not be charged further monthly fees. Per-appointment fees incurred before cancellation takes effect remain due.

Refunds. Except for the Proof-Based Trial terms above (if they apply to you) or where required by law, fees are non-refundable, and we do not give partial-month refunds or credits for unused time. If you think a charge is wrong, contact us first; we will respond within 5 business days.

Price changes. We may change our prices by giving you at least 30 days' notice by email. The new price applies starting with the first billing period after the notice period ends. If you do not agree, you may cancel before the new price takes effect.

Your data and how we process it (Client Terms)

Ownership. You own the information about your callers and customers that the Services collect for you, including caller details, recordings, transcripts, messages, and appointment details ("Client Data").

Our role. We process Client Data as your service provider, only to provide, maintain, secure, and support the Services, to comply with law, and as you otherwise instruct. We will not sell Client Data, use it to market to your customers, or use it to train general-purpose AI models, and we will not authorize our providers to do so. We limit access to Client Data to people and providers who need it to perform the Services.

Subprocessors. You authorize us to use service providers in the categories listed in our Privacy Policy, including our phone, texting, and voice-AI platform provider, telecommunications carriers, and AI technology providers. We will give you a current list on request and may add or replace providers in those categories. We choose reputable providers, but their services are subject to their own terms and we are not responsible for their independent acts or outages except as these Terms provide.

Security and breach notice. We use reasonable safeguards to protect Client Data. If we determine that a breach of security involving Client Data has occurred, we will notify you without unreasonable delay and in any event within 10 days, and will cooperate with you in responding, including providing information you need to meet your own legal notice obligations.

Retention, export, and deletion. Call recordings and transcripts are kept for 90 days unless you ask us for a different period. If you ask within 30 days after your Services end, we will export the Client Data the platform makes available (such as contacts, call logs, messages, and recordings). We then delete Client Data within 60 days after the Services end, except for backups on our providers' normal schedules and records we must keep (such as text-message consent records and billing records).

De-identified data and publicity. We may use de-identified, aggregated information (such as average answer rates) to operate and improve the Services and in our marketing, as long as it does not identify you or any caller. We will not publicly name you, use your logo, or publish your results as a case study or testimonial without your permission.

Acceptable use

You agree not to use the Site or the Services to:

• break any law, or send calls or texts without any consent the law requires;
• send spam, unsolicited bulk messages, or content prohibited by wireless carriers (including content about sex, hate, alcohol, firearms, tobacco, or cannabis);
• make false or misleading statements, impersonate anyone, or misrepresent your business;
• transmit harmful code, interfere with or disrupt the Services, or try to gain unauthorized access to them; or
• copy, resell, reverse engineer, or build a competing service from the Services.

Third-party services and phone numbers

Third-party services. The Services rely on third-party platforms, including our customer management and phone platform, telecommunications carriers, AI providers, and calendar tools. Their outages, changes, or decisions (such as carrier message filtering) are outside our control. Your use of those features may also be subject to those providers' terms and acceptable use policies.

Phone numbers. Your existing business phone number stays yours. You choose whether to forward calls to the Services, and you are responsible for your call-forwarding settings, including turning forwarding off if the Services are paused or end. Phone numbers we provide for you are licensed through our telecommunications providers. If you ask within 30 days after your Services end, we will cooperate to transfer (port) a number we provided for you, where the provider allows it and at your cost; otherwise the number may be released.

Intellectual property

The Site, the Services, and the LockLine name, logo, scripts, and content are owned by LockLine or its licensors and are protected by law. You may not copy, modify, or distribute them without our written permission. You keep ownership of your business name, logo, customer lists, and Client Data, and you give us permission to use them only to provide the Services. If you send us suggestions or feedback, we may use them without obligation to you.

Disclaimers

THE SITE AND THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." TO THE FULLEST EXTENT PERMITTED BY LAW, LOCKLINE DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

AI AND AUTOMATED SYSTEMS CAN MAKE MISTAKES. WE DO NOT GUARANTEE THAT EVERY CALL WILL BE ANSWERED, THAT EVERY CALLER WILL BE UNDERSTOOD CORRECTLY, THAT EVERY APPOINTMENT WILL BE BOOKED ACCURATELY, THAT EVERY MESSAGE WILL BE DELIVERED, OR ANY NUMBER OF JOBS, CUSTOMERS, RESULTS, OR REVENUE, INCLUDING ANY RESULTS SHOWN IN TRIAL REPORTS, ESTIMATES, OR MARKETING.

Limitation of liability

TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, JOBS, CUSTOMERS, OR BUSINESS OPPORTUNITIES, INCLUDING LOSSES ARISING FROM MISSED, DROPPED, OR MISHANDLED CALLS, INCORRECT OR MISSED BOOKINGS, OR DELAYED OR UNDELIVERED MESSAGES, EVEN IF ADVISED THAT SUCH DAMAGES WERE POSSIBLE.

LOCKLINE'S TOTAL LIABILITY FOR ALL CLAIMS RELATING TO THE SITE OR THE SERVICES WILL NOT EXCEED THE FEES YOU PAID LOCKLINE IN THE THREE (3) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR ONE HUNDRED DOLLARS ($100) IF YOU HAVE PAID NOTHING.

THESE LIMITS DO NOT APPLY TO A CLIENT'S OBLIGATION TO PAY FEES OR TO ITS INDEMNIFICATION OBLIGATIONS, TO EITHER PARTY'S GROSS NEGLIGENCE, WILLFUL MISCONDUCT, OR FRAUD, OR TO ANY LIABILITY THAT CANNOT BE LIMITED UNDER APPLICABLE LAW. THE PARTIES AGREE THESE LIMITS ARE A REASONABLE ALLOCATION OF RISK AND A BASIS OF OUR PRICING.

Indemnification (Client Terms)

You agree to defend, indemnify, and hold harmless LockLine and its owners and contractors from third-party claims, and related losses, fines, and reasonable attorneys' fees, arising from: (a) your business and the work you perform for your customers; (b) information, instructions, prices, or policies you give us; (c) calls and texts made or sent in your name or at your direction, including claims under the TCPA, the Florida Telephone Solicitation Act, or call-recording or privacy laws, except to the extent caused by LockLine's failure to follow your written instructions or these Terms; (d) your breach of these Terms; or (e) disputes between you and your customers. We will promptly notify you of any claim and reasonably cooperate in the defense at your expense.

Term, suspension, and termination

Term. Your Services begin on the start date in your Order Form and continue month to month until cancelled as described above.

Our right to end the Services. We may end the Services for any reason with at least 30 days' written notice; if we do, we will refund any prepaid fees for the period after the Services end. We may suspend or end the Services sooner, with notice where practical, if you fail to pay, breach these Terms, use the Services unlawfully, or if a carrier, platform provider, or government authority requires it.

Effect of ending. When the Services end, you must turn off call forwarding to the Services and pay any amounts owed. Our data export and deletion terms are in "Your data and how we process it." Sections that by their nature should survive (including fees owed, Client Data, disclaimers, limitation of liability, indemnification, and governing law) will survive.

Governing law and disputes

Governing law. These Terms are governed by the laws of the State of Florida, without regard to conflict-of-law rules, and by applicable federal law.

Try to resolve it first. Before filing a claim, each party agrees to give the other written notice describing the dispute and to try in good faith to resolve it for 30 days.

Venue. Any lawsuit relating to these Terms or the Services must be brought only in the state courts located in Marion County, Florida, or the United States District Court for the Middle District of Florida, Ocala Division, and each party consents to those courts' jurisdiction. Either party may bring an eligible claim in small claims court.

Attorneys' fees. In any lawsuit relating to these Terms, the prevailing party may recover its reasonable attorneys' fees and costs.

JURY TRIAL WAIVER. TO THE FULLEST EXTENT PERMITTED BY LAW, EACH PARTY KNOWINGLY AND VOLUNTARILY WAIVES ANY RIGHT TO A TRIAL BY JURY IN ANY LAWSUIT RELATING TO THESE TERMS OR THE SERVICES.

General terms

• Entire agreement. These Terms, your Order Form, and our Privacy Policy are the entire agreement between us about the Services.
• Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate or a successor business (for example, a company we form to operate LockLine) with notice to you.
• Events outside our control. Neither party is responsible for delays or failures caused by events beyond its reasonable control, such as carrier or platform outages, power or internet failures, severe weather, or government action. This does not excuse payment obligations.
• Notices. We may send notices to the email address on your account. You may send notices to the email address below.
• Relationship. We are independent contractors. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship, except that we act on your behalf to answer calls and send messages as described in these Terms.
• Severability and waiver. If any part of these Terms is found unenforceable, the rest remains in effect. Failing to enforce a term is not a waiver of it.
• Electronic acceptance. Clicking to accept, signing electronically, or paying an invoice that references these Terms is a valid signature.

Changes to these Terms

We may update these Terms from time to time. We will post the updated Terms on this page and change the "Last updated" date above. For Clients, we will email notice of material changes at least 30 days before they take effect, and they will apply starting with your next billing period after that. If you do not agree to a change, you may cancel before it takes effect. Otherwise, continuing to use the Site or the Services after a change takes effect means you accept it.

Contact us

Questions about these Terms or our text messaging program? Contact us: