01Agreement
These terms are between your business and SOER Dev (Trip Keep LLC), Brooklyn, New York (“SOER”, “we”). They apply when you install, set up or use TalkGrid (the “Service”). The person who accepts them confirms they can act for the business. If we also sign a separate agreement with you, it wins where the two disagree.
02The Service
TalkGrid is an app inside your Bitrix24 account. It provides business phone numbers, inbound and outbound calls, call recording, voicemail, voice menus, ring groups, text messages (SMS and MMS), softphone access for your users, and logging of all of this to your Bitrix24 CRM. Calls and texts are carried by Twilio, a cloud communications provider. TalkGrid isn’t listed on the Bitrix24 Marketplace: we install it in your account.
TalkGrid is for business use. Your users connect through a softphone app of your choice. We don’t provide the softphone, your devices, your internet connection or your Bitrix24 account.
03Your account and users
- You are responsible for everyone you give access to, for their softphone logins, and for everything done through your account.
- Keep logins private. Tell us right away if you think someone got access who shouldn’t have.
- Give us accurate business information. Carriers and regulators may require it, for example to register your numbers for business texting.
04Phone numbers
- Renting numbers. Numbers you rent through TalkGrid are obtained from our carrier for your use while your account is active. They are subject to the carrier’s and regulators’ rules, and availability varies by area.
- Bringing your number. We can move (port) your existing number to TalkGrid where the current provider and the carrier allow it. Porting depends on them and can take time.
- Your own Twilio account. If you connect your own Twilio account, Twilio’s terms apply to it directly and you pay Twilio for its usage.
- Monthly rental. Number rental is charged monthly in advance, and a number is never taken away during a month you have paid for.
- Removing a number. If you remove a number, it keeps working until the end of the paid month, and you can change your mind until then.
- Low balance. If your balance won’t cover the next month, we notify your account admins in Bitrix24 and by email 7, 3 and 1 day before the renewal date. If the balance is still short on that date, the number is released.
- Released numbers return to the carrier, and we can’t guarantee they can be recovered. Numbers on your own Twilio account are never released by us.
- Moving numbers out. If you stop using TalkGrid and want to keep a number, tell us before it is released and we’ll help you move it out where the carrier allows.
05Fees and billing
- Pay as you go. You pay for numbers, user seats, call minutes and text messages at the rates we quote you before you start. We may change rates: we’ll notify your account admins in Bitrix24 and by email at least 7 business days before new rates take effect. Usage before that date is charged at the old rates.
- Prepaid balance. Usage is charged against a balance you top up by card. Payments are processed by Stripe; we never see or store your full card details.
- Auto top-up. If you turn it on, your saved card is charged automatically when the balance runs low. You can turn it off at any time.
- Running out. If your balance runs out, your account may be paused: calls and texts stop until you top up. Calls to 911 still connect (see Emergency calls).
- International. Calls and texts to other countries are blocked by default. If you turn them on, you are responsible for those charges.
- Taxes. Prices don’t include taxes and regulatory fees that may apply to your usage.
- Refunds. When you close your account, we refund your unused prepaid balance to the card you paid with, for top-ups made within the last 90 days and up to what remains on the balance. We cover the payment processing fee. Services you have already used and number rental for the current paid month are non-refundable. To request a refund, contact us. We also correct any billing mistake we made.
06Call recording
TalkGrid automatically records every answered call and attaches the recording to the customer’s record in Bitrix24. Recording can’t be turned off at this time.
You are responsible for informing callers and the people you call, and for obtaining any consent required by the laws that apply to you: some US states require consent from everyone on the call. You can add a recording notice, such as “this call may be recorded”, to your greeting in the TalkGrid settings.
07Texting rules
Texts sent through TalkGrid must follow the law, including the Telephone Consumer Protection Act (TCPA), and carrier and industry rules for business messaging. In particular:
- Only text people who gave you permission to text them, and keep a record of it.
- Honor opt-out requests (like “STOP”) right away.
- Don’t send spam, bulk marketing or unsolicited messages. TalkGrid is meant for conversations with your customers, not mass texting.
- Carriers may require your business and numbers to be registered before texts are delivered, and may filter or block messages. We’ll help with registration where needed; delivery isn’t guaranteed.
08What you may not do
- Use the Service for anything unlawful, fraudulent, harassing or abusive.
- Make robocalls or auto-dialed calls without the consent the law requires.
- Fake caller ID or pretend to be someone else.
- Send threatening, obscene or illegal content.
- Resell the Service, or try to break, overload or get around its limits and security.
We may suspend numbers or the account if the carrier or a regulator requires it, or if we see a violation, and we’ll tell you why when we can.
09Emergency calls (911)
Calls to 911 from the TalkGrid softphone app are connected even if your account is paused for non-payment. However, TalkGrid does not automatically send your location to emergency services: always tell the dispatcher your exact address. The call may also reach a dispatch center that isn’t the one closest to you.
- Emergency calling does not work without an internet connection or power.
- A dispatcher may be unable to call you back if your account is paused.
- 911 can be dialed only from the softphone app, not by clicking a number in Bitrix24.
Keep a mobile or landline phone available for emergencies, and do not rely on TalkGrid as your only way to reach emergency services. Tell everyone who uses TalkGrid in your business about these limits.
10Availability
We work to keep TalkGrid running and check its setup after every update. It depends on Twilio, Bitrix24, your devices and the internet, which we don’t control, so we don’t promise uninterrupted service. Calls are designed to keep going if your Bitrix24 is briefly unavailable. We may change or improve features over time; we’ll tell you in advance before removing something you rely on.
11Your data
Your calls, recordings, texts and contacts belong to your business. We handle them as described in the TalkGrid Privacy Policy, only to provide the Service to you. You are responsible for having the right to collect and use your customers’ information.
12Ending the Service
You can stop at any time by telling us or by removing the app from your Bitrix24. If you remove the app and choose to delete your data, your numbers stay active until the end of the paid month and are released after that, and your account data is deleted; reinstalling before then restores everything. We keep payment history for one year for refunds and accounting.
We may end the Service with reasonable notice, or right away for non-payment, serious or repeated violations of these terms, or when a carrier or regulator requires it.
13Things outside our control
We aren’t responsible for delays or failures caused by events we can’t reasonably control. These include outages or changes at Twilio, other carriers, Bitrix24, Stripe or our cloud hosting provider; internet, power or telecommunications failures; carrier filtering or blocking of calls and texts; actions of governments or regulators; natural disasters, fire, flood or pandemics; and cyberattacks we couldn’t reasonably prevent. When something like this happens, we’ll work to restore the Service as soon as we reasonably can.
14Disclaimers
Except as written in these terms, the Service is provided “as is”. To the extent the law allows, we disclaim implied warranties, including merchantability and fitness for a particular purpose.
15Limitation of liability
To the extent the law allows, SOER isn’t liable for indirect, incidental or consequential losses, lost profits, lost business or missed calls or messages. Our total liability for any claim about the Service is limited to the amounts you paid us for TalkGrid in the twelve months before the claim.
You agree to cover our reasonable losses from claims caused by how you or your users call or text people, including claims under the TCPA or recording laws.
16Governing law
These terms are governed by the laws of the State of New York, USA. Disputes go to the state or federal courts located in New York.
17Changes to these terms
We may update these terms. The date at the top shows when they last changed. We’ll tell you in advance about changes that matter to you; using the Service after they take effect means you accept them.
18Contact
SOER Dev (Trip Keep LLC), Brooklyn, New York. Questions about these terms: write to us by email at info [at] soer [dot] dev, in the chat on this site, or through the contact form.