Terms of service

The service

These terms are an agreement between Joan OS LLC ("Joan", "we") and the business that signs up ("you"). Joan answers calls, texts and web inquiries for your business, follows up with your customers, books appointments and reports results, using the settings, rules and approvals you choose.

Your order form or signup page sets your plan, price and any guarantee. If it conflicts with these terms, the order form wins.

Your account

You are responsible for the people you add to your account and for keeping logins secure. You must be at least 18 and able to agree to these terms for your business.

Messages Joan sends for you

Joan sends calls, texts and emails in your business’s name. You agree to:

• Have the consent the law requires before Joan contacts someone for you, including consent for marketing texts, and keep your website forms’ consent wording in place.
• Give accurate business details for your texting registration with the carriers.
• Tell Joan the truth about your services, prices, hours and policies. Joan answers from what you provide and will not invent prices or promises.
• Not use Joan for unlawful, deceptive or harassing messages, or for protected health information.

Joan discloses that it is a virtual assistant and that calls may be recorded, honors opt-outs, and keeps to the texting hours you choose (never earlier than 8am or later than 9pm in the customer’s time zone, except replies to someone who just contacted you).

Fees

Fees are billed monthly in advance on the plan in your order form. Annual agreements run 12 months and renew unless either side gives 30 days’ notice; month-to-month plans can be cancelled with 30 days’ notice. Usage beyond your plan’s included amounts (such as phone agent minutes) is billed as stated in your order form.

Your data

You own your data and your customers’ data. You give Joan permission to use it to run the service for you, as described in our Privacy policy. Joan may use anonymized, aggregated statistics (for example average reply times across businesses) to improve the service; these never identify you or your customers.

When you leave, you can export your data for 30 days; after that it is deleted as described in the Privacy policy.

Availability and changes

We work to keep Joan running at all times but do not promise uninterrupted service. If Joan cannot answer, calls fall back to your voicemail and missed-call text-back where you have them on. We may improve or change features; we will not remove a core feature of your plan during your term without offering a fair alternative or a refund for the remaining term.

Disclaimers and limits

Joan is provided as is. Joan can make mistakes; you control what needs your approval and remain responsible for the work your business performs and the prices it charges.

To the fullest extent the law allows, neither side is liable for indirect or consequential damages, lost profits or lost data, and each side’s total liability is limited to the fees you paid Joan in the 12 months before the claim. These limits do not apply to your payment obligations or to either side’s breach of the messaging rules above.

Ending the agreement

Either side may end the agreement if the other materially breaches it and does not fix the breach within 30 days of notice. We may suspend messaging immediately if it is being used unlawfully or puts your texting registration at risk.

General

North Carolina law governs these terms, and disputes go to the state or federal courts in Wake County, North Carolina. If we update these terms we will change the date above and tell account owners of significant changes by email.

Questions: support@joanhq.com · Joan OS LLC, Cary, North Carolina.