Terms of Service

Last updated: July 31, 2026

1. Introduction

Packaging Support ("Packaging Support," "we," "us") provides an AI phone receptionist service for packaging distributors, including after-hours call answering, order-intent capture, callback queues, and related software (collectively, the "Services"). These Terms of Service ("Terms") govern your access to and use of the Services. By signing up for, accessing, or using the Services, you agree to these Terms and to our Privacy Policy and Data Controls.

The Services are intended for business use. You must be at least 18 years old and authorized to bind your business to these Terms.

Please read Section 16 carefully. It requires that most disputes be resolved by individual arbitration and waives your right to participate in a class action, subject to a 30-day opt-out.

2. Your Account

You are responsible for creating your account with accurate information, keeping your credentials confidential, and for all activity that occurs under your account. Notify us at hello@packagingsupport.ai if you suspect any unauthorized use.

3. The Service — What We Do

The Services answer inbound phone calls to a number you assign to us, converse with the caller using a voice you approve, and produce transcripts, summaries, and structured order or callback data that we deliver to you (typically by email, SMS, or dashboard). We may use third-party voice, telephony, transcription, and language-model providers to deliver the Services (see Section 9).

3.1 Voice Cloning

If you choose to have your AI receptionist use a cloned voice that resembles a specific person (for example, one of your staff), you represent and warrant that:

• You have obtained that person's clear, written, informed consent to have their voice cloned and used by an AI system on your behalf.
• You have the right to submit any voice samples you provide us, and doing so does not violate any third party's rights.
• You will notify us immediately if that consent is withdrawn, in which case we will disable the cloned voice within a commercially reasonable period.

3.2 Call Recording & Consent

Depending on the states involved, recording and/or transcribing a phone call may require the consent of one or all parties. You are responsible for complying with all applicable federal, state, and local laws regarding call recording, monitoring, and transcription, including providing any legally required disclosures to callers. The Services can be configured to play a disclosure at the start of the call; you are responsible for confirming that disclosure meets your legal requirements.

4. Your Content

"Customer Content" means the audio, transcripts, call metadata, contact information, SKUs, product data, business information, and other materials you or your callers provide to or generate through the Services.

As between you and us, you own your Customer Content. You grant Packaging Support a worldwide, non-exclusive, royalty-free license to access, process, store, transmit, and display Customer Content solely to provide, secure, and improve the Services for you and to comply with law. We will not sell your Customer Content, and we will not use the contents of your calls to train foundation models. See our Data Controls for details.

5. Restricted Data

You will not, and will not knowingly permit your users or callers to, submit to the Services any information that is subject to heightened legal protection, including:

• Cardholder data subject to the Payment Card Industry Data Security Standard (PCI DSS), including credit and debit card numbers, CVV codes, and magnetic stripe or chip data;
• Protected health information subject to the Health Insurance Portability and Accountability Act (HIPAA);
• Social Security numbers, driver's license numbers, or passport numbers;
• Financial account numbers or online-banking credentials;
• Biometric identifiers used for authentication;
• Information about children under 13, or other categories of information subject to substantially similar regulatory regimes (collectively, "Restricted Data").

The Services are not designed, configured, or represented as compliant with PCI DSS, HIPAA, GLBA, or similar frameworks. If a caller volunteers Restricted Data during a call, you are responsible for handling that data in accordance with applicable law, and Packaging Support disclaims all liability arising from Restricted Data submitted to the Services in breach of this Section.

You are responsible for configuring your greeting and call flows to discourage callers from providing Restricted Data (for example, by directing payment discussions to a secure channel rather than the AI receptionist).

6. Accuracy Disclaimer

The Services rely on speech-to-text, large language models, and automated reasoning. They will sometimes mis-hear a caller, mis-transcribe a SKU, or generate a summary that contains errors or omissions. You should independently verify any output before acting on it, especially before quoting prices, confirming inventory, or committing to orders. Packaging Support makes no representations or warranties about the accuracy of any output.

7. Acceptable Use

You agree not to, and not to allow anyone else to:

• Use the Services to place outbound calls without required consent.
• Use the Services to impersonate a real, identifiable person without that person's consent.
• Use the Services to make robocalls, telemarketing calls, or other calls in violation of the TCPA, TSR, or comparable laws.
• Use the Services to defraud, harass, harm, or deceive callers.
• Reverse engineer, decompile, probe, or attempt to bypass any technical or security controls of the Services.
• Use the Services to build a competing product, or to train any machine-learning model.
• Interfere with the Services or use them to distribute malware, spam, or unlawful content.

8. Fees, Billing & Cancellation

Paid plans are billed in advance on a recurring basis (monthly or annual) via our payment processor. Fees are non-refundable except where required by law. You may cancel at any time; cancellation takes effect at the end of the current billing period. We may change pricing on renewal with reasonable notice; you may cancel before the new pricing takes effect. You are responsible for any applicable taxes.

We may pass through usage-based charges (for example, per-minute telephony fees) as described in your order or dashboard.

9. Third-Party Services

We use third-party providers to deliver the Services, including telephony carriers, real-time voice infrastructure, speech-to-text, voice synthesis, and large language model providers. We enter into data-processing agreements with these providers requiring that your Customer Content is not used to train their models and is deleted within a commercially reasonable period. See Data Controls for details.

We are not responsible for outages, errors, or acts of third-party services beyond our reasonable control.

10. Our Intellectual Property

The Services, including all software, models, prompts, workflows, brand elements, and documentation, are owned by Packaging Support and protected by intellectual property laws. Except for the limited license to use the Services granted in these Terms, no rights are transferred to you. Any feedback you provide may be used by us without obligation.

11. Suspension & Termination

You may stop using the Services at any time. We may suspend or terminate your access if you materially breach these Terms, if your use creates risk of harm to us, our other customers, or your callers, or if we are required to do so by law. Where feasible, we will provide notice and an opportunity to cure. Sections 4 (ownership), 5 (Restricted Data), 6 (accuracy), 12 (warranty), 13 (liability), 14 (indemnity), 16 (dispute resolution), and 17 (force majeure) survive termination.

12. Warranty Disclaimer

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." PACKAGING SUPPORT DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT ANY OUTPUT WILL BE ACCURATE.

13. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, PACKAGING SUPPORT WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITY, ARISING OUT OF OR RELATING TO THE SERVICES. OUR TOTAL LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES WILL NOT EXCEED THE AMOUNTS YOU PAID US FOR THE SERVICES IN THE TWELVE MONTHS PRECEDING THE CLAIM.

14. Indemnification

You will defend, indemnify, and hold harmless Packaging Support from any third-party claims, damages, and expenses (including reasonable attorneys' fees) arising out of (a) your Customer Content, (b) your use of the Services in violation of these Terms or law, including call-recording, voice-cloning, and Restricted-Data obligations, or (c) any dispute between you and a caller or third party.

15. Changes

We may update these Terms from time to time. If a change materially reduces your rights, we will provide reasonable notice by email or in-product. Continued use of the Services after the effective date constitutes acceptance.

16. Dispute Resolution

16.1 Informal Resolution

Before filing any formal claim, you agree to first contact Packaging Support at hello@packagingsupport.ai and provide a written description of the dispute. Both parties will attempt in good faith to resolve the dispute for at least sixty (60) days before initiating any formal proceeding.

16.2 Individual Arbitration

Except for the claims described in Section 16.5, any dispute, claim, or controversy arising out of or relating to these Terms or the Services (a "Claim") will be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules (or, for business customers, its Commercial Arbitration Rules). The arbitration will be conducted in English by a single arbitrator, with venue in San Francisco County, California, or by video conference at either party's election. Judgment on the award may be entered in any court of competent jurisdiction.

16.3 Class Action Waiver

YOU AND PACKAGING SUPPORT AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, CONSOLIDATED, REPRESENTATIVE, OR PRIVATE-ATTORNEY-GENERAL PROCEEDING. Unless both parties agree in writing, the arbitrator may not consolidate more than one person's claims and may not preside over any form of representative or class proceeding. If this Section 16.3 is held to be unenforceable as to a particular Claim, the entirety of Section 16.2 will be null and void as to that Claim, and the Claim will proceed in court under Section 16.6.

16.4 30-Day Opt-Out

You may opt out of the arbitration and class-waiver provisions in Sections 16.2 and 16.3 by sending written notice to hello@packagingsupport.ai within thirty (30) days after you first accept these Terms. Your notice must include your name, your business name, the email associated with your account, and a clear statement that you wish to opt out of arbitration. If you opt out, Sections 16.1, 16.5, and 16.6 still apply, but disputes will be resolved in court rather than by arbitration.

16.5 Exceptions

Nothing in this Section 16 prevents either party from (a) bringing an individual action in small-claims court, or (b) seeking injunctive or other equitable relief in a court of competent jurisdiction to protect intellectual property rights, confidential information, or to enforce Section 3.1 (Voice Cloning), Section 5 (Restricted Data), or Section 7 (Acceptable Use).

16.6 Governing Law & Judicial Forum

These Terms are governed by the laws of the State of California, without regard to its conflict-of-laws principles. For any Claim not subject to arbitration, the exclusive venue is the state and federal courts located in San Francisco County, California, and both parties consent to personal jurisdiction there. Nothing in this Section limits the rights of consumers under mandatory local law.

16.7 Severability of this Section

If any portion of this Section 16 (other than the Class Action Waiver in Section 16.3) is held unenforceable, the remaining portions remain in effect.

17. Force Majeure

Neither party will be liable for any failure or delay in performance under these Terms (other than payment obligations) to the extent caused by circumstances beyond that party's reasonable control, including: acts of God; natural disasters; war, terrorism, riot, or civil unrest; strikes or labor disputes; pandemics or epidemics; government action; acts or omissions of upstream service providers (including telephony carriers, voice infrastructure, cloud hosting, or AI model providers); denial-of-service or similar attacks; internet or telecommunications failures; and utility outages. The affected party will use reasonable efforts to mitigate the effect of the event and will resume performance as soon as practicable. If a Force Majeure Event materially impairs performance for more than sixty (60) consecutive days, either party may terminate the affected Services on written notice without further liability.

18. General

These Terms are the entire agreement between you and Packaging Support regarding the Services and supersede any prior agreements. If any provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce a right is not a waiver. You may not assign these Terms without our written consent; we may assign to an affiliate or successor.

19. Contact

Questions about these Terms: hello@packagingsupport.ai.