Service Terms

TheTradeNet, operated by Better Bridge Media Incorporated · Version 4.0 · Effective September 20, 2026

1. These terms

These Service Terms govern your use of TheTradeNet, operated by Better Bridge Media Incorporated ("we", "us", "TheTradeNet"), Business Number 701913543RC0001. "You" means the business subscribing.

They work alongside two other documents you accept in your dashboard:

• The Service Authorization, which is how you permit us to answer calls as your business, record them, and text your callers.
• The Privacy Policy, which explains how we handle personal information.

Where these Terms and the Authorization both address the same subject, these Terms govern, except on the specific permissions granted there.

Contact: team@thetradenet.ca

2. What the service is

TheTradeNet answers the calls to your business that you don't pick up, using an AI assistant, and follows up by text message where a call does not complete.

Your phone always rings first. On every call, every time. We are not an always-on receptionist and we do not intercept calls before you have a chance to answer them.

Specifically:

• Your customer calls your own business number, the one they already know.
• Your own line rings first. If you do not answer, if your line is busy, or if the call falls outside the hours you configure, your carrier forwards the still-live call to a telephone number we assign you. You set up that forwarding yourself, and you can remove it at any time.
• An AI virtual assistant answers as your business, identifies itself as a virtual assistant, states the call may be recorded, asks what the caller needs, and offers appointment times from the calendar you connect.
• If the caller accepts a time, we create the appointment directly in your Google or Microsoft calendar and confirm it to the caller by text.
• If the caller hangs up or drops mid-call, an AI assistant follows up by text and can complete the booking that way.
• Emergencies escalate to you. Out-of-area callers are declined. Spam is filtered and never billed.
• Your dashboard shows what happened on each call, with transcripts and, where available, recordings.

Every plan includes every feature. Plans differ only in your monthly base and where your per-booking fee steps down. There is no feature you can only get by paying more.

2.1 What the service is not

This section defines the boundaries of what we are responsible for. Please read it.

• Not an answering service or a call centre. Nobody at our company answers your calls. Every conversation we handle is conducted by artificial intelligence. Where your settings call for it, an urgent caller may be transferred to you, but that is you answering, not us.
• Not a receptionist that answers everything. We only ever receive calls your own line did not pick up. If you answer, we never see the call.
• Not an emergency, monitoring, alarm or dispatch service. If a caller describes an emergency our assistant tells them to hang up and call 911, and attempts to notify you. You remain solely responsible for your own emergency response. Do not rely on us to reach you.
• Not a guarantee of bookings, revenue, call volume or customer satisfaction. We answer calls and attempt to book appointments. Whether callers book, keep appointments, or become paying customers is outside our control.
• Not a replacement for your business number. You keep your own number. Ours is a private forwarding destination.
• Not a CRM, invoicing, quoting, payment or job-management system, and it does not provide trade, technical, safety, pricing or legal advice to your callers.
• Not a service in Québec. See section 4.4.

2.2 Artificial intelligence, and what that means

The assistant is AI. It will occasionally mishear a name, an address, or a detail; misjudge urgency; or handle a conversation less well than you would.

We work continuously to reduce that, and your dashboard has a "report a problem" action on every conversation so you can tell us when it happens. But you accept that AI output is not guaranteed to be accurate, and you agree to review the appointments we book rather than treating them as verified.

3. Plans, fees and payment

3.1 Plans

All amounts are in Canadian dollars and exclusive of applicable taxes, which we will add and remit as required.

The truck counts are a guide, not a rule. What decides your plan is your answered call volume, which we work out with you before you sign and confirm from real numbers in your first month under section 3.4.

There is no annual plan and no contract term. Every plan is month to month. Instead, your base drops automatically once you have been with us six months, under section 3.5.

No setup fee.

3.2 What counts as a booked job

This is the only thing we bill for usage, so it needs to be exact.

A booked job is a confirmed appointment placed on your calendar through the service.

The following are not billed:

• an appointment cancelled by the end customer within 24 hours of being booked;
• a no show, an appointment kept on your calendar that the customer never attends;
• a call that does not result in a booking, regardless of how long it lasts or who it was from.

We do not bill for calls, of any kind, at any volume. Answered calls are unlimited on every plan and are never metered for billing.

Your dashboard shows your booked job count for the current billing month in real time, updated as appointments are confirmed and as cancellations come in.

3.3 How the per-booking fee works

Each booked job in a billing month is charged at $89, until you reach your plan's threshold for that month. Every further booked job that same month is charged at $49 instead.

There is no cap. Nothing here limits your bill in a busy month. The step down at your threshold is what keeps a busy month affordable: the more jobs we book for you, the lower your average cost per job.

Your threshold resets at the start of each billing month.

Booking fees are billed in arrears: a job confirmed in a billing month is billed on your next invoice, once the 24-hour cancellation window in section 3.2 has passed.

3.4 Moving between plans

Plans are assigned by truck count, but what actually governs a move is your answered call volume against your plan's range: up to 100 answered calls a month on Solo, 250 on Shop, 500 on Fleet. This section says exactly when a move happens, so nothing about it is a judgement call.

An answered call is a call that reached the Service after going unanswered on your line, which the Service answered and which lasted thirty seconds or longer. Answered calls are never billed; they are used only to determine which plan fits your volume.

Moving you up. If your answered call volume exceeds your plan's range for two consecutive months, you move up one plan.

• The first month you exceed your range, we email you. That email tells you which plan you would move to, what it includes, and the date the move would take effect. It is your 30 days' notice.
• If you exceed your range again the following month, the move takes effect from your next billing date.
• If you do not exceed your range that following month, nothing happens and the count resets. The next time you exceed your range, the process starts again from the beginning.

You are never moved up on a single month. It always takes two, and you always get the warning after the first.

Moving you down. If your answered call volume falls below 50% of your plan's range for two consecutive months, we move you to the smaller plan from your next billing date and tell you we have done it.

We do not give notice before moving you down, because a lower base is not a change you need protecting from, and we do not require you to ask.

Your first 90 days. During your first 90 days we move you in either direction as soon as your actual numbers show the plan is wrong, without waiting two months and without the notice period. Being on the wrong plan at signup is a mistake in our estimate, not a change in your business, and we would rather fix it immediately.

Above Fleet. If your volume sits consistently above Fleet's range we will contact you and quote you properly. Until we agree something, Fleet's plan continues to apply.

What a move changes. A plan move changes your monthly base and your per-booking threshold. It does not change your per-booking fee, which is $89 and $49 on every plan.

Interaction with other sections. A move under this section is not a fee change under section 3.8 and does not affect your loyalty pricing under section 3.5 or your guarantee under section 5.

3.5 Loyalty pricing

Once you have been a paying client for six consecutive months, your monthly base drops by 10% and stays there. The reduction applies from your seventh invoice onward. Your per-booking fee is unaffected.

• It follows you. Loyalty pricing attaches to you, not to a plan. If you move between plans under section 3.4, in either direction, you keep it and it applies to your new plan's base.
• It applies to your base subscription, not to your per-booking fee, which is unchanged.
• What breaks the streak. Cancelling your subscription, or being suspended for non-payment for more than 30 consecutive days. Nothing else does. Your booking volume can move as much as it likes.
• Restarting. If your streak breaks and you return, the six months begins again from the date your new coverage starts.

Your six months runs from the day your coverage began under section 3.6, the same date your guarantee window ran from, and your dashboard shows the date your loyalty price begins.

3.6 Payment

Your monthly base is payable in advance by credit card through our payment processor, Stripe. We do not store your card details; Stripe does. Booking fees are billed in arrears on your next invoice, as described in section 3.3.

Your billing starts when your coverage starts: the day your number is assigned, your forwarding is verified, your assistant is live and your calendar is connected. We do not charge you for the setup period. Your subscription then renews until cancelled, and your dashboard shows the date coverage began.

This aligns your billing with your guarantee window in section 5, so the two always cover the same 30 days.

3.7 Chargebacks

If you're unhappy with a charge, contact us first. Under section 5 we will refund you without argument during your guarantee window, and outside it we would still rather resolve it directly than through your bank. You agree not to initiate a chargeback or payment dispute without having contacted us and given us a reasonable opportunity to resolve it.

This isn't there to trap you. It's there because a refund we would have given anyway is cheaper and faster for both of us than a dispute process.

3.8 Failed payment and price changes

If a payment fails we will attempt to reach you. If it remains unpaid 7 days after the due date we may suspend the service. Suspension means we stop answering your calls; your calls will simply go unanswered as they did before you subscribed. You remain responsible for fees accrued before suspension.

We may change our fees, including monthly base prices and per-booking rates, on 30 days' written notice. If you don't accept a change, you may cancel before it takes effect and pay nothing further. Because there is no contract term, that is a real option rather than a formality.

Moving you between plans under section 3.4 is not a fee change under this section. It has its own notice and its own triggers, set out there.

3.9 Booking disputes

If you believe a booked job on an invoice should not have been billed, tell us within 30 days of that invoice. Give us the appointment and the date, and we will review it.

The call recording and transcript in your dashboard are the record of reference for a disputed booking. Where a dispute is upheld, we issue a credit note against that invoice line rather than refunding the whole invoice.

4. Your responsibilities

The service depends on things only you control. If these aren't right, it won't work, and that isn't a service failure.

4.1 Call forwarding

Your business number stays yours, with your own carrier. We never take it over, port it, or gain control of it. The only change is a forwarding rule you add to your own line, using a carrier feature code (a short sequence beginning with * or #) that you dial on your own phone. You can remove it whenever you like. We will walk you through it, but the arrangement is between you and your carrier.

You must set up and maintain that forwarding for the service to work.

You must tell us if you change carriers, handsets or numbers. Forwarding frequently stops working after such a change, and we cannot detect from our side that your line has silently stopped forwarding other than by noticing that calls have stopped arriving. If forwarding breaks and you don't tell us, calls will go unanswered and we are not responsible for that.

4.2 Your calendar and availability

You connect a Google or Microsoft calendar, and you are responsible for keeping it accurate. An appointment we create in a slot your calendar shows as free is an appointment you are expected to keep.

You must keep that connection valid. If you revoke our access, change the account password, or let the connection lapse, we cannot read availability or create bookings, and callers who would have booked will not.

Check what we book. Our assistant captures names, addresses and job details by listening. It will occasionally get one wrong: a transposed house number, a misheard street. You are responsible for reviewing the appointment details we give you before you travel or begin work, and we are not liable for time, travel or costs arising from an incorrect detail we captured. Every booking comes to you by text and email, and appears in your dashboard with the full transcript, so the source is always there to check. If you turn text alerts off, the email and the dashboard record still come, and the appointment is still in your calendar.

Do not delete an appointment we created. Deleting it removes the record your customer's confirmation points at, and nothing in our system currently notices. The booking still reads confirmed, the slot is still held, and your customer is still expecting a van. If a job is not going ahead, cancel it through us so somebody tells them.

Moving one is fine, and usually invisible. We quote your customer a block, not an hour: "Tuesday afternoon", never "Tuesday between 2 and 3". Shuffling jobs within a block to suit your route is your business, and your customer is not told, because nothing we promised them has changed.

Moving a job out of its block, or to another day, does change what we promised. Tell us and we will move it and notify your customer: text or call the number we assigned you, from a number on your approved list.

We cannot yet see changes you make directly in your own calendar. Until we can, editing there moves the job in your calendar only. Our records, your customer's confirmation and the reminder we send will all still show the original time. Move it through us instead.

4.3 Your information

You must keep accurate and current: your service area, business hours, on-call number, and the list of your own and your crew's numbers. If we don't know a number belongs to you, we may treat your own apprentice as a sales lead.

We hold your crew's numbers so we can recognise them and never treat one of your own people as a customer lead. Booking alerts go to the one number you designate to receive them, not to every number on this list, and you can switch text alerts off entirely at any time in your dashboard.

We act on what you give us. Where the service behaves in a way that follows from information you provided, bookings outside the hours you set, jobs refused because your service area was wrong, an emergency notification sent to an out-of-date number, that is not a service failure and we are not responsible for the consequences. Your dashboard shows your current settings at all times.

4.4 Service area, Québec excluded

TheTradeNet does not serve Québec. Your service area must not include Québec postal codes (those beginning G, H or J), and we will not book appointments at Québec addresses. Where a caller is in Québec, our assistant takes a message instead and you may follow up yourself however you choose.

4.5 Your trade and your business

You warrant that you hold all licences, certifications, permits and insurance required for the work you perform, and that you will perform it in accordance with applicable law. We are not a party to, and take no responsibility for, the work you carry out for your customers or any dispute arising from it.

4.6 Messaging conduct

Our text messaging runs on a registered messaging campaign shared across TheTradeNet clients. You agree:

• not to ask us to message anyone who has not first contacted your business;
• not to provide us with any purchased, rented, scraped or otherwise acquired list of numbers;
• not to use, or ask us to use, the assigned number for promotional or bulk messaging.

This is not boilerplate. One client sending promotional messages through the shared campaign can get it suspended for every client on the platform. Breach of this section is grounds for immediate suspension or termination without refund.

You also agree not to use the service in any way that would breach the acceptable use policies of the underlying providers we depend on, telephony, messaging, calendar and AI providers, or that is unlawful, harassing or fraudulent.

4.6.1 Text messaging terms

Messages to your customers are sent by us on your behalf, from the number we assign you, only to people who telephoned your business first.

Messages to you are operational notices about your own account: a booking made, an appointment moved, an appointment cancelled, an emergency. They are never marketing.

Text alerts are switched on when your account is created, because a text is the fastest way to reach someone who is up a ladder. You can switch them off from the notification settings in your dashboard, at any time, without contacting us.

Turning them off costs you nothing. Appointments are created directly in your own calendar either way, which is the thing that actually gets you to the job. The same notices continue by email and in your dashboard. No feature is withheld, delayed or degraded, and nothing about your subscription, your price or your account depends on your accepting text messages.

Message frequency varies with your call volume. Message and data rates may apply. Reply STOP to any message to stop receiving them, or HELP for assistance. We are not responsible for messages delayed or not delivered by a mobile carrier, which is one reason we do not make a text the only way you hear about a job.

4.7 Dashboard access

You are responsible for who has access to your dashboard, for the security of the credentials, and for telling us promptly when someone leaves your business.

5. The 30-day money-back guarantee

If TheTradeNet doesn't work for you, tell us within your first 30 days of coverage and we will refund everything you have paid us, base and booking fees alike.

Two ways to qualify. First: for any reason at all, no justification required. Second, stated separately because it is a promise rather than a condition on the first: if at least 20 calls reached your assistant in your first 30 days and fewer than 3 of them became booked jobs, you are entitled to the same refund. Either way the outcome is identical, a full refund, so you never need to work out which one applies before asking.

When the 30 days runs: from the day your line actually becomes covered, your number assigned, your forwarding verified, your assistant live and your calendar connected. Not from the day you paid. If setup takes two weeks, you still get a full 30 days of the service actually working. Your dashboard shows the date coverage began.

What we refund: every dollar you have paid us, your monthly base and every booking fee charged. Refunded to the original payment method within 10 business days of your request.

Limits: once per business. Available only during the 30-day coverage window. Not available where we have terminated your account for cause under the first paragraph of section 9.3. If we terminate without cause, or you cancel, the guarantee still applies in full.

Requesting it: through your dashboard, or by emailing team@thetradenet.ca. Requesting a refund also ends your subscription; service continues to the end of your current period unless you ask us to stop sooner.

6. Your data, our system

You own your business information and your customers' information. We handle it on your behalf as your service provider, as described in the Privacy Policy and the Service Authorization. We do not sell it and we do not use your customers' conversations to train AI models.

We own the system. The software, prompts, configurations, workflows and dashboard are ours. Nothing here transfers any ownership or licence in them to you beyond the right to use the service while you subscribe. You may not copy, reverse-engineer or resell the service.

Aggregate and anonymised information. We may use anonymised, aggregated data, figures that do not identify you, your business or any individual, to operate and improve the service, and to describe the service publicly in general terms. We will not publish anything from which you, your business or any of your customers could be identified, and we will not name you without the written permission described in section 11.

Your records on exit. Your dashboard stays available until your subscription ends, and you may export your records at any time before then. See section 9 for what happens afterwards.

6.1 Dashboard figures are estimates

Your dashboard shows an estimated value of the appointments we book, calculated from an average job value you enter. That figure is an arithmetic estimate for your own reference. It is not a statement of your revenue, a promise of income, or a representation by us of what the service has earned you. Booked appointments are not completed jobs and not collected payments.

7. What we do and don't promise

7.1 What we do promise

We will provide the service with reasonable skill and care, and we will tell you promptly if we become aware of a fault materially affecting you.

7.2 No uptime guarantee

We do not guarantee uninterrupted or error-free service. The service depends on third parties outside our control, including telephone carriers, Twilio, Retell AI, Anthropic, Google, Microsoft, Stripe, our email provider and our hosting provider. The current list is maintained in our Privacy Policy. We are not responsible for interruptions, delays, failures or data loss caused by any of them, or by your own carrier, network, handset or calendar provider.

We may suspend the service temporarily for maintenance, and will give notice where practical.

If a provider changes on us: the service is built on third-party telephony, AI and calendar providers. If one of them materially changes its pricing, terms or capabilities in a way that affects the cost or feasibility of your plan, we may change your plan or price on 30 days' written notice or discontinue an affected feature. You may cancel before the change takes effect and pay nothing further.

7.3 Disclaimers

To the fullest extent permitted by law, the service is provided "as is" and we disclaim all implied warranties including merchantability, fitness for a particular purpose and non-infringement.

We specifically do not warrant that the assistant will answer every call, book any particular number of appointments, correctly capture every detail, or correctly judge urgency.

8. Limits on our liability

8.1 Excluded losses

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, consequential or punitive damages, nor for lost profits, lost revenue, lost business, lost customers, lost goodwill or lost data, however caused, even if we were advised such loss was possible.

This expressly includes any loss you attribute to a call that was not answered, an appointment that was not booked, a detail that was captured incorrectly, or an emergency notification you did not receive.

8.2 Cap

Our total liability arising out of or relating to the service, in aggregate across all claims rather than per claim, is limited to the fees you actually paid us in the three months immediately preceding the event giving rise to the claim.

8.3 What is not limited

Nothing here limits liability that cannot be limited by law, including for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence.

8.4 Your customers are not parties to this agreement

These Terms are between you and us. Your customers are not parties to them and acquire no rights under them. If one of your customers has a complaint about a call, an appointment or the work performed, that is between them and you. You will handle it, and you will not represent to them that we are responsible for your services.

8.5 Events outside our control

Neither of us is liable for failure to perform caused by something reasonably outside our control, including outages at telephone carriers, internet providers, hosting providers, messaging, AI or calendar providers; power or network failure; cyber attack; natural disaster; labour disruption; or government action. Where such an event prevents us providing the service for a prolonged period, either of us may cancel and we will refund any period you have paid for but not received.

8.6 Your indemnity

You will indemnify us against claims, losses and reasonable costs arising from: the work you perform for your customers; a claim brought against us by one of your customers; your breach of section 4.6; your instructing us to contact people who have not contacted you; your failure to hold required licences or insurance; and any claim by one of your customers relating to your services rather than ours.

9. Term, cancellation and termination

9.1 Term

Every plan runs month to month, renewing automatically until cancelled. There is no fixed term, no minimum period and no early termination fee. Loyalty pricing under section 3.5 rewards staying; nothing obliges you to.

9.2 You cancelling

Cancel any time through your dashboard or by emailing us. Your service continues to the end of the period you have already paid for. We do not cut you off the day you cancel. On the day after that, we stop answering your calls, and you should remove the call forwarding from your line.

We do not refund partial periods on a voluntary cancellation, except under the guarantee in section 5. Where we end the service, without cause under section 9.3, or because of a prolonged outage under section 8.5, we refund any period you have paid for but not received, pro-rated to the day.

Cancelling ends the permissions in the Service Authorization going forward.

9.3 Us terminating

We may terminate immediately on notice if you breach section 4.6, fail to pay after suspension, use the service unlawfully, or act abusively toward our staff.

We may terminate without cause on 30 days' notice, refunding any period you have paid for but not received.

9.4 After it ends

• Your own business number and your customers stay with you. It remains registered to you with your own carrier throughout, and the only thing that changes is the forwarding rule, which you remove yourself.
• The number we assigned you is yours to use for as long as you are a client. It remains registered to us, so it cannot be transferred to you or to another provider when your subscription ends. That costs you nothing, because these Terms ask you never to advertise it, put it on a vehicle, or list it anywhere as your business number, it is a private forwarding destination, not a number your business trades under.
• Your calendar connection is revoked by us when your account closes, and you can revoke it yourself at any time from your Google or Microsoft account.
• Your dashboard stays available until your service end date. Export anything you want to keep before then.
• Your records are then handled as set out in the Privacy Policy: recording links removed within 30 days, your customers' names, numbers and addresses removed within 90 days, anonymised totals and our own business records retained. Appointments already in your own calendar remain yours.

10. Changes to these Terms

We may update these Terms. Where a change materially affects you we will tell you what changed and ask you to accept the new version in your dashboard, giving 30 days' notice before it takes effect.

We record which version you accepted and when, and every version you have accepted stays downloadable from your dashboard. We will not quietly change a document you have already accepted.

If you decline a new version, your subscription ends at the end of your current paid period and you are charged nothing further.

11. General

Governing law. These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable there. The courts of Ontario have exclusive jurisdiction, and both of us submit to them.

No exclusivity. These Terms give you no exclusive territory, trade or referral rights, and we may provide the service to any other business including your competitors.

References. We will not name you, use your logo, or describe you as a client in any public material without your written permission. We may ask for it separately; you are free to decline and it will not affect your service or pricing.

Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate or in connection with a sale of the business.

Entire agreement. These Terms, the Privacy Policy and the Service Authorization are the whole agreement between us and replace any prior discussion or proposal.

Severability. If any provision is unenforceable, the rest continues in force.

Notices. To you, at the email on your account. To us, at team@thetradenet.ca.

Survival. Sections 6, 8, 9.4 and 11 survive termination, along with your obligation to pay fees accrued before it.

Better Bridge Media Incorporated · BN 701913543RC0001 · team@thetradenet.ca · thetradenet.ca