Terms of Service

Service

CrewAnswer provides AI phone answering, intake scripts, summaries, transcripts, routing, dashboard review, billing statements, and related setup tools for business phone workflows.

Customers remain responsible for their approved scripts, escalation contacts, fallback paths, caller notices, and whether CrewAnswer is suitable for a particular workflow.

Service Reliability

CrewAnswer is designed so callers do not get dead air when our origin systems are unreachable. In that degraded state, Twilio sends the call to a hosted backup that answers, records a voicemail, and delivers the recording to CrewAnswer when the service recovers.

The degraded backup cannot look up a tenant-specific script while our origin is down. It plays a generic "we can't take your call right now" voicemail message before recording the caller, and the customer remains responsible for keeping its normal fallback contacts and escalation paths current.

Deletion from active systems and retained backup copies follows the backup-horizon language in the Privacy Policy.

911 And Emergency Use

CrewAnswer is not a 911 or E911 service and is not a replacement for an emergency line, public safety answering point, alarm dispatch service, or monitored emergency workflow.

The required limitation is: "do not configure this number as a line from which 911 may be dialed."

Customers must keep any emergency instructions, signage, call forwarding, and caller education separate from CrewAnswer numbers and workflows.

Recording Consent

CrewAnswer’s default posture is one-party consent under Criminal Code s.184 plus clear caller disclosure. The default greeting says the call may be recorded, and that disclosure is baked into the cached greeting.

If a customer changes the greeting or script, the customer is responsible for maintaining the disclosure and for confirming the legal fit for its province, sector, and caller base.

Regulated Workflows

CrewAnswer is not PHIPA-certified or HIPAA-certified. Clinic intake must be administrative only, such as collecting contact details, appointment intent, callback preference, and non-clinical routing details.

Customers must not use CrewAnswer for diagnosis, medical advice, legal advice, financial advice, crisis intervention, controlled-substance decisions, or other workflows that require a licensed professional to act in real time.

Billing And Spend Controls

Plans

Plans are month to month, billed in US$, with no contract, no required setup fee, no free trial, and no per-minute charges.

Billable calls

A call is billable when the agent answers and either the caller stays at least 10 seconds after the greeting or the agent takes any tool action. Spam, sub-10-second hangups, degraded calls, and onboarding test calls are not billed.

Call removals

Owners can remove calls from the bill self-serve up to 10% of a billing cycle. Larger adjustments may require support review.

Overage cap

The default overage cap is $250 per billing cycle. Owners can adjust it from $0 to $2,000.

No-refund policy

All sales final - no refunds. Cancel anytime before your renewal date to avoid the next charge; the current paid period is non-refundable and your receptionist answers through the end of the period.

Acceptable Use

• Do not use CrewAnswer for emergency dispatch, deceptive calling, unlawful surveillance, spam, harassment, fraud, or attempts to bypass consent requirements.
• Do not submit unlawful content, highly sensitive records outside the approved workflow, credentials, payment card numbers in free text, or caller data you are not allowed to process.
• Keep fallback contacts current and monitor call outcomes so urgent callers are handled by your team when escalation is required.

Suspension And Changes

CrewAnswer may suspend or limit service to protect callers, customers, vendors, the platform, or legal compliance. Material public terms changes will be posted on this page.

Legal review remains a customer and counsel step before using CrewAnswer in regulated or high-risk workflows.