Terms of Service

These Terms of Service ("Terms") are an agreement between OfficeHubb LLC ("OfficeHubb," "we," or "us") and the insurance agency or other business that uses the OfficeHubb platform (the "Service"). "You" means that agency and the people on its team. By accessing or using the Service, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service. If you accept on behalf of an insurance agency or other entity, you represent that you have authority to bind that entity.

The agency owner accepts these Terms for the agency when the agency signs up. Each person on the agency's team is also asked to accept them in the app, and again after a material change (Section 27).

You must be at least 18 years old and legally able to enter contracts in your jurisdiction. The Service is intended for licensed insurance professionals and the agencies they operate. You are responsible for confirming you may lawfully use the Service for the lines of business you sell.

Account creation and sign-in are handled through Clerk, our identity provider. You are responsible for keeping your credentials confidential and for all activity under your account. Notify us immediately of any suspected unauthorized access. We are not responsible for downtime or incidents originating with Clerk; their service is governed by their own terms.

Plans. The Service is sold as packages (Solo, Basics and The Full Package). Features and the number of seats included depend on the package. Current pricing and seats are at /pricing and in Billing. Where seat add-ons are offered, each extra seat costs $25 a month ($21 a month on yearly billing).

The AI receptionist (Daisy or David). The receptionist is an optional add-on on Solo and The Full Package. It is not offered on Basics. It is sold as a monthly allowance of talk minutes. Included minutes reset each month and do not roll over. If the minutes run out, you can buy a one-time block of 100 minutes for $50. You can also turn on automatic refill, which buys a block on your payment method each time the minutes run out. Bought minutes last 12 months. We email usage alerts at 50, 80 and 100 percent of the month's minutes. How minutes are counted is in Section 8.

Free trial. New paid subscriptions include a 14-day free trial. A payment method is required at signup and is not charged during the trial. If you do not cancel before the trial ends, your selected payment method is charged for the first billing period and the subscription continues on a recurring basis.

Payment processor. Payments are processed by Stripe, Inc. By providing a payment method you authorize us and Stripe to charge that method on a recurring basis according to your selected plan, including seats, receptionist minutes, and any minute blocks you buy or set to refill.

Changes during a billing period. The agency owner or a manager can manage billing. Adding or removing seats or changing receptionist minutes during an active subscription is prorated by Stripe. Changes made during the free trial are not charged until the trial ends.

Cancellation. You may cancel anytime from your billing settings. Cancellation takes effect at the end of the current billing period. We do not provide prorated refunds for partial periods.

Access. Your team can use the app while the subscription is active, in its trial, or past due. If the subscription ends, your team is taken to the Billing page until it is restarted. We may also pause an agency's access under Section 24. While access is paused, your team cannot use the app, texts and emails to your clients stop, AI assistants cannot send you requests, and your API keys stop working.

Promotional codes. Discount codes (including referral and partner codes) are applied at checkout, are subject to their stated terms, and may be tied to a referral partner whose compensation depends on your continued subscription. We may disable codes that are abused or shared outside their intended audience.

Onboarding rewards. Completing the steps of the setup checklist earns account credit, up to $100 in total, which is applied to your Stripe customer balance and comes off your next invoice. The reward has no cash value, is non-transferable, is earned once per step per agency, and may be revoked if associated activity is reversed or found to be in bad faith.

Your data. You retain ownership of all data you input into the Service, including pipeline leads, sales records, commission data, forms, chat transcripts, messages, call recordings, call transcripts and summaries, renewal lists, and uploaded files.

Your clients' data. You will collect and store personal information about your insurance prospects and policyholders through the Service (including names, contact information, dates of birth, addresses, vehicle and property details, policy numbers, uploaded photos and documents, and recordings of their calls). You are the data controller for this information. We process it for you, as your service provider, to run the Service. You represent that you have a lawful basis to collect, use, and store this data, and that you have provided your prospects and clients with any notices and obtained any consents required by applicable law (including state insurance, privacy, and consumer protection laws).

License to operate the Service. You grant us a limited, non-exclusive, worldwide license to host, copy, transmit, display, and process your data solely as necessary to operate, secure, support, and improve the Service for you, including transmitting data to the third-party processors listed in our Privacy Policy.

Aggregate analytics. We may use de-identified, aggregated data derived from the Service to operate, troubleshoot, and improve the Service. We do not sell your data and we do not use your client data to train third-party AI models.

Agencies may invite team members and assign roles: owner (shown in the app as the agent role), management, sales, and service. Each role grants different access to pipeline data, sales records, commission information, and admin settings. Management roles can see sales and commission data for all agency users. Per-user pipeline visibility may be granted explicitly. Each package includes a set number of seats. Each person on the team is asked to accept these Terms in the app. The agency owner is responsible for granting and revoking access appropriately and for the actions of all users on their account.

The Service uses AI in these features:

• the website chat on your agency page, which takes quote and service requests (on the packages that include it);
• the AI receptionist and its renewal check-in calls (Sections 8 to 10);
• Agency AI, your team's in-app helper (below);
• the in-app support chat, which answers first and hands off to a person on our team;
• message drafts, the follow-up suggestions in the outreach queue, text polishing, and, when enabled, reply drafts (Section 13);
• summaries of calls, including recorded calls your team takes;
• tidying dictated text (below), reading files you send us to import, and finding your Google Business listing.

When you use these features, the content they need (for example what a caller or visitor says, the question you ask, or the text you ask us to draft or polish) is sent to the AI providers listed in our Privacy Policy, mainly Anthropic, PBC (the Claude family of models) and Retell AI. They process it on our behalf. Anthropic does not use it to train its models under its commercial terms. AI outputs may be inaccurate or incomplete; you remain responsible for reviewing AI-generated content before relying on it for an underwriting, pricing, or coverage decision.

The AI is not a licensed agent. The AI features are set up never to quote a price, say whether something is covered, give coverage advice, or bind or change a policy. They can still make mistakes or mishear. What they collect goes to your team to review and act on.

Agency AI. Agency AI answers questions from your agency's own data, limited to what each person's role may see. It can change some settings when asked. Before it changes anything, it shows exactly what will change and waits for the person to say yes. It makes one change at a time and never deletes. Every change it makes is recorded in your agency's activity log. It makes no changes while our support team is viewing your account (Section 17). Its answers about money are not tax or financial advice. The support chat follows the same rules when it changes a setting for you.

Automatic sending. The outreach queue proposes messages and a person approves them. A person can choose to have their own approved proposals sent automatically, and an agency can turn on an automatic first message to new leads on the packages that include it. Both are off until someone turns them on. Every message still passes the checks in Section 12.

Dictation. When you dictate with the microphone button, your browser's own speech service turns your speech into text. Inside the app, the dictated words are then sent once to an AI model to fix punctuation, capitals, and insurance terms. We do not store the audio or a separate copy of the dictation. Only the message you choose to save or send is kept.

What it does. When you add it, the receptionist answers calls to your agency's OfficeHubb numbers, by the rules you set: when nobody picks up, outside your office hours, or always. It greets callers in your agency's name and says the call is "on a recorded line." It does not claim to be a person, and it says it is an AI if a caller asks. It speaks English and Spanish. It takes down what the caller needs and files the call for your team: a quote as a lead on your Sales Pipeline, and service work as a request, each with a summary, the transcript, and the recording. It can read a caller the carrier claims and billing numbers you approve. If you turn it on, it can put a caller through to that carrier line. It can give a caller the email address for sending documents, and it texts that address only if the caller says yes on the call. It can screen out likely spam calls.

Recording and transcripts. Calls the receptionist answers are recorded and transcribed by our voice providers. We store the recording, the transcript, and a summary with your data. Retention is in Section 18.

Take this call. While the receptionist is on a call, your team sees a Take this call button. It rings the person's own phone, or the office phone if they have not saved one. That phone hears a short prompt, and pressing 1 takes the caller. If nobody presses 1, the caller goes back to the receptionist. Each person may save their own phone number for this. We confirm the number with a call that reads out a code, and we store it with your agency's data. Only that person can set their own number.

How minutes count. Only the receptionist's own talk time counts, by the second. Ringing, hold time, time after a person takes the call, the carrier leg of a transfer, spam, calls shorter than 15 seconds, and calls your team answers do not count. With no minutes left and automatic refill off, calls ring your phone and then go to voicemail.

Your responsibilities.

• Keep your settings accurate, including your hours, the phone that rings, your notes, and your carrier numbers.
• Check the calls, requests, and leads the receptionist files every business day, and return calls.
• The receptionist is a help, not a guarantee. Calls can be dropped, misheard, or delayed by phone networks, outages, settings, or running out of minutes. You remain responsible for answering your phones and returning calls.
• The receptionist does not contact 911 or emergency services.
• The greeting always says the call is recorded. You are responsible for any other notice or consent the law requires to record calls in your state or your callers' states.

How it works. Recording the calls your team answers is a switch on your phone line. It is off by default. An owner or manager can turn it on, and only after confirming that your team has been told office calls are recorded. When it is on:

• Before your phones ring, the caller hears: "Thanks for calling [your agency]. This call is recorded." A number set to Spanish plays it in Spanish.
• The call your team answers is recorded. After it ends, our providers transcribe the recording and an AI model writes a summary.
• The summary is filed for your team, usually on the person who took the call: service work as a request, and a quote as a lead.
• These calls do not use the receptionist's minutes.

Your responsibilities. Some states, including Florida, require every party's consent to record a call. The notice is how the Service tells callers that the call is recorded. You are responsible for telling your staff in writing that office calls are recorded (we give you a paragraph you can use), for any other notice or consent the law requires in your state or your callers' states, and for leaving the switch off where you cannot lawfully record. If you tell us that the phone system forwarding to one of your numbers already plays its own recording notice, we skip our notice on that number, and that notice is your responsibility.

How it works. Renewal check-in calls are off until you turn them on. You upload a list of your clients' policies (for example a renewal report from your management system). The receptionist then calls clients whose policy renews soon, from your agency's line and in your receptionist's voice.

What the calls are. A short check-in about the client's own policy: whether the renewal reached them, whether anything has changed, and whether there is anything they want your staff to go over. The receptionist says the call is on a recorded line. It does not sell, quote, or offer other policies on these calls. A change the client mentions becomes a request for your team. If the client asks not to be called, their number is marked do not call. Recording, transcripts, summaries, and retention work as in Sections 8 and 18.

When it calls. Weekdays only, inside set daytime windows, and never before 8 am or after 8 pm in the client's local time (judged by the number's area code). It makes at most one call per policy for each renewal and leaves at most one voicemail. There is a daily limit per agency. It calls only numbers that a line check shows are landlines, not mobile phones. Talk time counts toward your receptionist minutes; a voicemail or no answer does not.

Your responsibilities. You are responsible for the list: that it is accurate, that the numbers are your clients' own numbers for those policies, that your carrier agreements let you share it with us, and that you have any consent the law requires to call those numbers this way. You are also responsible for marking clients who asked your office not to be called.

Each agency receives a public intake page (e.g. /agency/your-slug) and may embed or link to it from external sites the agency operates. The agency is the data controller for any prospect who submits information through that page. You agree to provide your prospects with clear notice that their information is collected by your agency through the OfficeHubb platform and to honor any opt-out or deletion requests they make to you. We are not responsible for the content, security, or compliance of third-party sites that link to or embed your OfficeHubb intake page.

AI Access. While your subscription is active, the facts on your agency page (such as your products, location, hours, and license status) are also published in a machine-readable form and in our public directory of agencies, so people's own AI assistants (such as ChatGPT or Claude) can find you. On the packages that include AI Access, a person's AI assistant can also send you a quote or service request through our connection, with that person's agreement. It lands on your board like any other lead, marked with the name of the AI assistant that sent it. We store the consent words the AI assistant says it showed the person and when they agreed. An AI assistant can never sign anyone up for texts. Requests carrying Social Security, driver's license, or Medicare numbers are refused. Medicare and health plan requests are not taken through AI assistants; the person is pointed to your agency instead. You can turn off requests from AI assistants in Settings. You are responsible for keeping your public facts accurate, including your license number, and for following up on these requests like any other lead. A person's AI assistant is their own tool, under its own provider's terms. More is in our privacy notice for AI assistants.

You are the sender. Texts and emails your team sends through the Service, by hand or automatically, are sent by your agency. Texts go out under your agency's own registered texting brand and number. You are responsible for what they say and for having the consent the law requires to send them.

Texting registration. Before your agency can text, you register your business with the mobile carriers through our setup (A2P 10DLC registration). The information you give must be true. Approval usually takes a few business days. Until then, the Service can record text consent but sends no texts.

Your privacy page and opt-in forms. Every agency gets a privacy page for its texts at /agency/your-slug/privacy. Your quote forms and chat show the consent words the carriers require. These pages speak in your agency's name. Keep the details they show accurate.

The checks every message passes. Every text and email to a prospect or client goes through one set of checks first:

• a text needs a recorded consent, and leads from a purchased or imported list are never texted;
• an opt-out is permanent for that channel: a STOP reply, plain words such as "stop texting me" in English or Spanish, or an email unsubscribe;
• texts, and emails sent automatically, go out only between 8 am and 8 pm in your agency's time zone;
• repeated messages are held, and daily and monthly sending limits apply;
• automatic messages wait between sends to the same person and pause for people who do not reply.

A blocked message is logged with the reason, and your team is told why. These checks help you comply. They do not make us responsible for your compliance with the Telephone Consumer Protection Act, the CAN-SPAM Act, state telemarketing laws, and carrier rules, which remains yours. We may hold, block, or delay a message, or pause sending for your agency (for example when too many recipients reply STOP), to protect recipients, carriers, or the Service. We do not guarantee that any text or email will be delivered.

Where it is available, each person can connect their own Microsoft 365 or Google mailbox, so the emails they send from a lead's card go out from their own address. The connection asks only for permission to send email as that person. We never read the inbox. The access tokens are encrypted when we store them and are never shown in a browser. Some offices need their Microsoft administrator to approve the connection once.

Each person connects and disconnects only their own mailbox; our support team cannot do it for them. Disconnecting deletes the stored tokens. For Google, it also cancels the permission at Google. For Microsoft, the person can also remove the app from their Microsoft account. After that, their emails go out from our shared sending address again. Replies come back to the person's inbox and to the lead's card. Emails sent this way still pass the checks in Section 12, and each mailbox has an hourly limit for automatic sends. You are responsible for having the right to connect the mailbox, including under your employer's or carrier's rules.

Reply drafts. When enabled, the Service may use AI to draft a reply to an email that a client sends back to a lead's card. A person reviews and sends every draft. Nothing is sent automatically in answer to an incoming email.

You can connect the Service to software you choose. When you do, you direct us to send your data there, and that software's own terms apply to it once it arrives.

• API keys. On the packages that include them, the agency owner can create API keys in Settings, for example to send new leads to EZLynx or another system through Zapier. A key lets that tool read your newest Sales Pipeline leads, with their contact details, answers, and opt-out status. We show the full key once and store only a one-way scrambled form of it. Keep keys secret, give them only to tools you trust, and revoke any key you no longer use. You are responsible for what happens with your keys.
• Instant Quotes. When an owner or manager turns it on (The Full Package only), a finished intake is sent to your own rater account or saved as a rater import file on the lead. It may look up public facts about the property address first.
• Google reviews. Connecting your Google Business listing lets us show your rating and reviews, which Google provides through its Places service. Review requests you send pass the checks in Section 12.
• Rater and management system shortcuts. These copy a lead's details and open your software. They do not read or change the records in it.

If you are admitted into our partner program, you may receive a commission on subscription revenue from agencies you refer. Commissions accrue per the rate on your partner record and are paid out via PayPal or manual payment, on the schedule and minimum thresholds we communicate to you. You are solely responsible for any taxes on referral payments you receive, including U.S. 1099 reporting if applicable. We may pause, claw back, or refuse to pay commissions tied to refunded, charged-back, or fraudulent subscriptions, and we may terminate your participation in the partner program at any time with notice. Sales representatives who sign a separate agreement with us are governed by that agreement.

You agree not to:

• Use the Service for any unlawful purpose or in violation of insurance, privacy, or consumer-protection laws
• Use the Service to facilitate underwriting, pricing, or coverage decisions you are not licensed to make
• Upload malicious code, spam, or content you do not have the right to upload
• Scrape, harvest, or otherwise collect prospect or client data from third parties without their consent and import it into the Service
• Upload a client or renewal list you are not allowed to share with us
• Attempt to gain unauthorized access to other accounts, agencies, or systems
• Interfere with or disrupt the Service or its infrastructure, or test it without authorization
• Resell, sublicense, or white-label access to the Service without our written consent
• Use the Service to send unsolicited communications in violation of TCPA, CAN-SPAM, or similar laws, or to text, email, or call anyone who has opted out
• Set up the AI features to claim to be a person or a licensed agent, to quote prices, or to bind or change coverage
• Record calls where you may not lawfully do so, or skip a recording notice the law requires

Members of our platform support team may, with audit logging, view your account in a read-only capacity to troubleshoot issues you have reported or to help set up your account. All such sessions are logged and end on their own after 30 minutes. The Service blocks changes during these sessions, except in demo accounts we run ourselves, so support team members do not modify your data while impersonating an account. When you ask us to, our team may also do setup work for you, such as loading a file of leads or sales you send us.

We retain your account data for as long as your account is active.

• Call recordings. Call audio is deleted automatically after the period set on your phone line: 6 months by default. An owner or manager can choose a longer period, up to 6 years, but never shorter than 6 months. At an agency that writes Medicare, Medicare calls are kept 6 years. An owner or manager can hold a call so its audio is kept until the hold is released. Deleted audio cannot be recovered. You are responsible for choosing a period, or keeping your own copy, that meets the law, your carriers' rules, and your own needs.
• Transcripts and summaries. The transcript, the summary, and the details taken on a call stay with the request or lead.
• Archived leads. Deleting a lead moves it to the Lead Archive, where it can be restored.
• Email attachments. Files attached to an email are removed from our storage once the email is sent. Files left behind by an email that was never sent are removed within about a day.

To request export or deletion of your account data, contact us through our contact page or, if you are signed in, through the in-app support chat. We aim to complete deletion requests within 30 days, except where retention is required by law or for legitimate business purposes (e.g., billing records and fraud prevention).

The Service, including its design, code, logos, documentation, and the OfficeHubb name and brand, is owned by OfficeHubb and protected by intellectual property laws. You may not copy, modify, distribute, reverse-engineer, or create derivative works of the Service without our prior written consent. Feedback you provide may be used by us without restriction or obligation.

The Service relies on outside providers for hosting, sign-in, payments, email, phone calls and texts, AI, and the integrations you choose. They are listed in our Privacy Policy. Your use of these integrations is subject to the respective providers' terms and privacy policies. We are not responsible for the availability, accuracy, or conduct of third-party services.

The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranty arising from course of dealing or usage of trade. We do not warrant that the Service will be uninterrupted, error-free, or that AI outputs will be accurate. We do not warrant that any call will be answered, recorded, transcribed, or passed on, or that any text or email will be delivered.

To the maximum extent permitted by law, OfficeHubb and its affiliates shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, revenue, data, business opportunities, or goodwill, arising out of or related to your use of the Service. Our aggregate liability for any claims arising out of or related to these Terms or the Service shall not exceed the amount you paid us in the 12 months preceding the event giving rise to the claim, or one hundred U.S. dollars (USD $100), whichever is greater.

You agree to defend, indemnify, and hold harmless OfficeHubb and its officers, employees, and affiliates from any claim, demand, loss, or expense (including reasonable attorneys' fees) arising out of (a) your use of the Service in violation of these Terms or applicable law, (b) your collection, storage, or use of prospect or client data through the Service, or (c) your sale of insurance products to your clients.

We may suspend or terminate your account if you materially violate these Terms, if required by law, or to protect the Service or other users. You may terminate your account at any time by canceling your subscription and contacting support to request data deletion. Upon termination your right to use the Service ends. You will have a 30-day window after termination to request an export of your data, after which we may permanently delete it. Sections that by their nature should survive termination (data ownership, fees owed, disclaimers, limitations of liability, indemnification, governing law) will survive.

Account messages. By creating an account you consent to receive transactional emails (billing, account, security, support, and minute usage notices) at the address on file. You may not opt out of transactional communications while your account is active. Marketing emails, when offered, will include an unsubscribe link.

Alerts about your work. The Service tells your team about new leads, requests, calls, messages, sales, and reviews: in the app (pop-ups, the notification bell, and sounds), by push notification on a phone or computer where a person turned them on, and by email. Lead and request emails go to the person the work is assigned to, and request emails also go to the office inbox you choose on Front Desk. Each person can turn sounds and push alerts on or off, and turn off the new lead email, in Settings, Notifications. Push alerts are set for each browser or phone.

Weekly recap. Each Monday morning, everyone on the team gets a short email about the week, and a pop-up the first time they open the app that week. Owners and managers get an extra chart. Anyone can turn it off in Settings, Notifications. The recap names staff by first name only and never includes a client's name, phone, or email.

Phone checks. When you save a phone number for your phone line or for Take this call, we call it once and read out a code to confirm it. When you set up texting, we text a code to confirm the identity of the person registering.

Neither party will be liable for any failure or delay in performance caused by events beyond reasonable control, including acts of God, natural disasters, internet or hosting provider outages, war, terrorism, civil unrest, labor disputes, or governmental action.

We may update these Terms from time to time. Material changes will be communicated by email or in-app notice. When we make material changes, we will require you to re-accept the updated Terms before continuing to use the Service. Continued use after a non-material update constitutes acceptance.

These Terms are governed by the laws of the State of Texas, without regard to its conflict-of-laws rules. Any dispute arising out of or related to these Terms or the Service will be resolved in the state or federal courts located in Texas, and the parties consent to personal jurisdiction and venue there. Each party waives any right to a jury trial.

Questions about these Terms? Reach us through our contact page, or, if you're signed in, through the in-app support chat.