HookedCRM Terms & Conditions

1. Description of Services

HookedCRM is a cloud-based call center CRM platform providing:

• Inbound and outbound telephony
• Call routing and distribution
• Voicemail and call recording
• Call conferencing (including barge and whisper functionality)
• AI transcription, summarization, and call analytics
• CRM functionality (contacts, leads, pipelines, tasks)
• Workflow automation and integrations
• Reporting and analytics
• API access

HookedCRM integrates with third-party providers including telephony carriers, cloud hosting providers, AI service providers, and data storage vendors.

We may modify, enhance, or discontinue features at any time.

2. Account Registration & Responsibilities

You agree to:

• Provide accurate registration information
• Maintain the security of login credentials
• Ensure all authorized users comply with these Terms
• Be responsible for all activity under your account

Agencies operating multi-tenant environments are responsible for their downstream clients, agents, and users.

3. Telephony & Usage-Based Services

HookedCRM enables telephony services through third-party carriers.

3.1 Usage Billing

Customers are responsible for all usage-based charges including:

• Inbound and outbound minutes
• Toll-free usage
• Call recording storage
• AI processing (call assist, transcription, summaries, analysis)
• API requests
• Phone numbers (DIDs, toll-free)
• Messaging services (if enabled)

Usage is either pre-billed or billed monthly in arrears.

3.2 Carrier Dependencies

Telephony services rely on third-party carriers. HookedCRM does not guarantee:

• PSTN availability
• Call completion rates
• Voice quality
• Emergency services reliability

Carrier outages or degradations do not constitute a material breach of these Terms.

3.3 Prohibited Telephony Use

You may not use the Services for:

• Robocalling in violation of applicable law
• Calling numbers listed on Do Not Call registries without proper consent
• Spoofing or misleading caller ID
• Fraudulent traffic generation
• Unlawful telemarketing practices

Violation may result in immediate suspension or termination.

4. Compliance Obligations

You are solely responsible for compliance with all applicable laws and regulations, including but not limited to:

• Telephone Consumer Protection Act (TCPA)
• National and State Do Not Call (DNC) laws
• FCC regulations
• STIR/SHAKEN caller authentication requirements
• Call recording consent laws (1-party or 2-party consent states)
• Data protection laws (GDPR, CCPA, etc.)
• HIPAA, if applicable

HookedCRM provides tools to assist compliance but does not guarantee regulatory compliance.

You agree to indemnify HookedCRM for violations arising from your use of the Services.

5. Call Recording & Monitoring

HookedCRM may provide:

• Automatic call recording
• Supervisor whisper coaching
• Supervisor barge-in
• AI call analysis

You are responsible for:

• Providing proper call recording disclosures
• Obtaining required consent
• Ensuring compliance with employment monitoring laws

HookedCRM is not liable for improper recording or disclosure practices.

6. AI Services

HookedCRM may provide AI-powered features including:

• Speech-to-text transcription
• Call summaries
• Sentiment analysis
• Risk detection
• Suggested responses
• Call scoring

AI Disclaimer

AI outputs:

• May contain inaccuracies
• Are probabilistic in nature
• Should not be relied upon as legal or compliance advice
• Require human review before action

HookedCRM does not guarantee AI accuracy.

7. Data Ownership & Retention

7.1 Customer Data

You retain ownership of:

• Call recordings
• CRM records
• Contact data
• Uploaded materials

You grant HookedCRM a limited license to process data solely to provide the Services.

7.2 Data Retention

Data retention is based on your selected plan and configuration.

Upon termination:

• Data may be deleted after 30–90 days
• Backups may persist temporarily

HookedCRM is not responsible for data loss after termination.

8. Security

HookedCRM implements commercially reasonable safeguards including:

• Encryption in transit
• Role-based access controls
• Logging and monitoring

No system is fully secure. You acknowledge the inherent risks of cloud services.

9. Payment Terms

• Subscription fees are billed in advance
• Usage charges are billed in arrears
• Payment is due within 15 days of invoice
• Late payments may incur interest
• Accounts may be suspended for non-payment

HookedCRM may adjust pricing with 30 days’ notice.

10. Acceptable Use

You may not:

• Reverse engineer or copy the platform
• Access unauthorized data
• Overload infrastructure
• Resell Services without authorization
• Use the system for illegal purposes

We reserve the right to suspend accounts for violations.

11. Service Availability

We strive for high availability but do not guarantee uninterrupted service.

We are not liable for outages caused by:

• Carriers
• Cloud providers
• Internet disruptions
• Force majeure events

Scheduled maintenance may occur.

12. Intellectual Property

All platform software, features, documentation, and proprietary materials are owned by HookedCRM LLC.

No ownership rights are transferred.

13. Confidentiality

Each party agrees to protect the other’s confidential information and not disclose it to third parties except as required to perform under these Terms.

14. Indemnification

You agree to indemnify and hold harmless HookedCRM from claims arising from:

• Telemarketing violations
• Recording consent violations
• Regulatory fines
• Customer disputes
• Misuse of telephony services

15. Limitation of Liability

To the maximum extent permitted by law:

HookedCRM’s total liability shall not exceed the fees paid in the prior 12 months.

We are not liable for:

• Lost profits
• Regulatory penalties
• Business interruption
• Indirect or consequential damages
• Carrier outages

16. HIPAA & Regulated Industries

HookedCRM is not HIPAA-compliant unless a separate Business Associate Agreement (BAA) is executed.

Customers processing PHI must execute a BAA prior to use.

17. Term & Termination

These Terms remain in effect while you use the Services.

HookedCRM may suspend or terminate accounts for:

• Non-payment
• Fraud
• Regulatory risk
• Excessive carrier flags
• Violations of these Terms

The customer may terminate their subscription by providing 30 days written notice to support@hookedcrm.com.

Upon termination:

• Access is revoked
• Outstanding balances remain due

18. Governing Law

These Terms are governed by the laws of the State of Wyoming.

Disputes shall be resolved through binding arbitration in Wyoming.

19. Modifications

HookedCRM may update these Terms from time to time. Continued use of the Services constitutes acceptance of changes.

20. Contact Information

© 2025 HookedCRM LLC. All rights reserved.