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Terms of Service

Last updated: August 2026

1. Acceptance of Terms

By accessing or using OnCrew ("the Service"), you agree to be bound by these Terms of Service. If you are using the Service on behalf of a company, you represent that you have authority to bind that company to these terms.

2. Service Description

OnCrew provides an AI-powered phone agent service for home service contractors including HVAC, plumbing, electrical, and roofing companies. The Service includes:

  • 24/7 AI phone call answering and triage
  • Emergency detection and team alerting
  • Appointment request capture and workflow handoff
  • Call recording, transcription, and analytics
  • Configured follow-up and notification workflows
  • Workflow handoff support for configured systems
  • Real-time dashboard and reporting

3. Subscription Plans & Billing

  • Subscriptions are billed monthly. Prices are as listed on our pricing page at the time of purchase.
  • Calls exceeding your plan's monthly limit are billed at the overage rate specified in your plan.
  • You may upgrade, downgrade, or cancel your subscription at any time. Changes take effect at the next billing cycle.
  • All payments are processed through Stripe. By subscribing, you agree to Stripe's terms of service.

4. Free Pilot Program

We offer a 14-day free trial. During the trial you receive full access to the Service at no charge. No payment method is required to start the trial, and you are never billed for a payment method you did not add: if no payment method is on file when the trial ends, the trial simply ends and the Service is deactivated. If you add a payment method, your selected plan begins billing at the published rate when the trial ends, and you may cancel at any time from your dashboard.

5. Call Recording & Consent

The Service records inbound phone calls for the purpose of transcription, triage, quality assurance, and analytics. You are responsible for:

  • Ensuring compliance with all applicable federal, state, and local laws regarding call recording and consent in your jurisdiction.
  • Informing your callers that calls may be recorded. Our AI agent includes a standard disclosure, but you may customize this.
  • Understanding that California is a two-party consent state for call recording.

6. Acceptable Use

You agree not to:

  • Use the Service for any unlawful purpose
  • Attempt to reverse-engineer or copy the AI technology
  • Misrepresent the AI agent as a licensed professional
  • Use the Service to make outbound spam or robocalls
  • Share your account credentials with unauthorized parties

7. Limitation of Liability

OnCrew provides an AI-powered communication tool and is not a substitute for professional emergency services (911), licensed contractors, or medical advice. We are not liable for:

  • Misclassification of call urgency by the AI agent
  • Response delays or failures due to technician unavailability
  • Damages arising from reliance on AI-generated callback guidance
  • Service interruptions due to third-party provider outages (Retell AI, Supabase, Stripe, etc.)

Our total liability is limited to the amount you paid for the Service in the 12 months preceding the claim.

8. 30-Day Money-Back Guarantee

If you are not satisfied with the Service within your first 30 days as a paying subscriber, email hello@oncrew.ai for a full refund of your subscription fees. One human reviews every refund request and replies within one business day. Your plan price and any published per-call overage are the only charges OnCrew bills; there are no separate telecom or setup charges. Refunds cover subscription fees for the 30-day window. Available once per company.

9. Urgent Handoff Target

OnCrew is configured to tag urgent after-hours categories and send a structured handoff with caller details and transcript for human review. Your team remains responsible for callback, assignment, ETA, and field decisions. Routine, scheduling, and pricing calls are out of scope for urgent-handoff handling.

10. Termination

Either party may terminate the subscription at any time. Upon termination, your AI phone agent will be deactivated and calls will no longer be answered by the Service. Your data will be retained for 30 days, then permanently deleted.

11. Changes to Terms

We may update these terms from time to time. Material changes will be communicated via email or dashboard notification at least 30 days before taking effect.

12. SMS Text Alert Terms (OnCrew Call Alerts)

OnCrew Call Alerts is an optional SMS program that texts you a short summary each time your OnCrew line answers a call. By opting in (during onboarding, in writing, or in your dashboard settings) you agree to receive recurring automated text messages from OnCrew at the phone number you provide. Consent is not a condition of purchase.

  • You can cancel the SMS service at any time. Just text STOP to the number you receive alerts from (for example, STOP to 570-776-9515). After you send STOP, we will confirm your unsubscribe status and you will no longer receive SMS messages from us. To rejoin, opt in again through your dashboard or by contacting support.
  • If you are experiencing issues with the messaging program, reply with the keyword HELP for assistance, or contact us directly at support@oncrew.ai.
  • Carriers are not liable for delayed or undelivered messages.
  • As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency varies with your call volume: you receive one alert per answered call. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
  • If you have any questions regarding privacy, please read our privacy policy.

13. Contact

For questions about these terms, contact us at legal@oncrew.ai