Service Terms

TheTradeNet, operated by Better Bridge Media Incorporated · Version 2.0 · Effective August 10, 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 how many answered calls are included, and how much of our time comes with them. 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.

Annual billing is available at 10% less than twelve monthly payments, paid in advance.

Setup fee is $1,000, waived for founding clients under section 3.7.

3.2 What counts as an answered call

This is the only thing we meter, so it needs to be exact.

An answered call is counted when our assistant answers a call forwarded from your line and speaks with a real caller for at least 30 seconds.

The following are not counted and are never billed:

• calls our assistant identifies as spam, robocalls or solicitation;
• calls that end in under 30 seconds, including immediate hang-ups and wrong numbers;
• calls your own line answered, which never reach us at all;
• text message conversations, which are never metered separately.

Calls from your existing customers and from suppliers are counted, because answering them is real work we did on your behalf.

Your dashboard shows your count for the current period in real time, updated as calls complete.

3.3 Overage, and the cap that matters

If you exceed your included calls in a billing period, additional answered calls are charged at your plan's overage rate, billed in arrears with your next invoice.

Overage is capped every month. Once you reach your plan's cap, every further answered call that month is free. This is the number that matters: whatever happens, in your busiest possible month, you cannot be billed more than the figure in the "most you can ever pay" row above.

We will notify you when you reach 80% of your included calls, so a busy month is never a surprise.

If you exceed your included calls in three consecutive periods, we will contact you to discuss moving to a plan that fits better. We will not do it without asking you, and any change takes effect prospectively on 30 days' notice under section 3.6.

3.4 Payment

Fees are payable in advance by credit card through our payment processor, Stripe. We do not store your card details; Stripe does. Overage, where any, is billed in arrears on your next invoice.

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.

3.5 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.

3.6 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 included call volumes and overage rates, on 30 days' written notice. If you don't accept a change, you may cancel before it takes effect and pay nothing further. If you are on annual billing, a price change takes effect at your next renewal, not during a period you have already paid for.

3.7 Founding clients

If your setup fee has been waived, you are a founding client. You acknowledge that:

• the service is early-stage and its features, interfaces and configuration will change, sometimes materially;
• you are receiving a waived setup fee (a stated value of $1,000) and early pricing in exchange for working with us at this stage;
• we may ask for feedback, and may contact you about problems more often than a mature product would;
• your monthly price and included call volume are held for 12 months from your start date, after which section 3.6 applies normally.

None of this reduces the guarantee in section 5. It is simply an honest statement of what stage you're buying into.

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 appears in your dashboard with the full transcript, so the source is always there to check.

Do not move or delete an appointment we created by editing it directly in your own calendar. Doing so will leave our records and your customer's confirmation out of step, and your customer will not be told about the change. To move or cancel an appointment we booked, text the number we assigned you, we will make the change and notify your customer.

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 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.

4.7 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, subscription fees and setup fee alike. You do not have to justify it and we will not ask you to. There is no condition on how much you used the service or how many appointments it booked.

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, all subscription fees including a full annual prepayment, any overage charged, and the setup fee if one was 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

Monthly plans run month to month, renewing automatically until cancelled. Annual plans run for twelve months from the date coverage began, renewing automatically until cancelled.

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