Service Agreement

Working version, pending final review by our attorney. This is the current agreement for the R&L Automations Managed Front Office. Several items are marked not yet finalized below; those will be settled in the final version and posted here, and we will notify active customers before any material change takes effect.

1. Who this agreement is between

This Service Agreement (the “Agreement”) is between Lund Services LLC, a North Dakota limited liability company doing business as R&L Automations (“we,” “us,” or “R&L”), and the person or business that purchases the service (“you” or “Customer”).

This Agreement works together with our Terms of Service, Privacy Policy, Security and Subprocessors pages. Where this Agreement and those pages conflict on a subject this Agreement covers, this Agreement controls. If we later sign a separate written order form with you, that order form controls over both.

2. How you accept this agreement

You accept this Agreement by checking the acceptance box at checkout and completing your purchase. That check box is not pre-ticked, and checkout cannot proceed without it. Under the federal E-SIGN Act and North Dakota law, that action forms a binding agreement in the same way a signature would.

We record the date and time of your acceptance, the version of the documents shown to you, the email address used, and the network address and browser the acceptance came from. We keep that record so both of us can point to exactly which terms you agreed to.

If you are accepting on behalf of a business, you confirm you are authorized to bind that business, and “you” means that business.

3. What we provide

We provide a productized, managed business service. We build, run, maintain, monitor and support the system included in the tier you buy. You are purchasing a managed service and the right to use the delivered systems while your subscription is active — not a custom software project, not source code, and not a transferable licence.

We provide one service, the Managed Front Office: we answer the calls your business cannot get to, take the caller’s details, book appointments onto your connected calendar, escalate urgent calls toward you, follow up new enquiries and past customers by email, keep your customer and lead records in our CRM, and give you a secure dashboard. We build it around your business, test it, run it, and monitor, maintain and tune it.

Your business keeps its own phone number. The standard setup is conditional call forwarding on the line you already publish: your customers call the number they always have, you answer it whenever you can, and calls forward to us when your line is busy or unanswered. We do not take over, port, or replace your number.

The Managed Front Office is sold at three tiers. The tiers are not cumulative and do not differ in what they include — each is the same complete service, and the only difference between them is how many receptionist minutes are included each month:

• Managed Front Office — Standard — 500 included receptionist minutes per month.
• Managed Front Office — Growth — 1,000 included receptionist minutes per month.
• Managed Front Office — High Volume — 1,500 included receptionist minutes per month.

Additional minutes are $0.40/minute beyond your included monthly usage. We track your usage as part of the service and will talk to you about moving to a larger tier before it becomes a problem.

The specific scope of your tier is the scope published on our website and in your order at the time of purchase. We configure how the service answers using the business details, services, hours and answers you supply and approve, and we will preserve your intended meaning — that is configuration, not rewriting your business.

4. What is not included

This is a defined service, not open-ended consulting or unrestricted development. Unless a signed order form says otherwise, the following are outside every tier:

• Custom software, mobile applications, e-commerce stores, or bespoke development.
• Websites, website hosting, domain registration or renewal, SSL certificates, search or marketing work, and public customer-facing payment or booking pages on your own website.
• Paid third-party subscriptions you own, including payment-processing fees, merchant account obligations, payment-related taxes, and any email or productivity subscription in your own name.
• Legal, tax, accounting, or regulatory advice; content review for your industry's advertising or licensing rules.
• Work on systems, accounts, or websites we did not build and do not manage.

If you ask for something outside your tier, we will tell you plainly and, where it is something we offer, quote it separately rather than absorb it.

5. Fees, billing, and automatic renewal

Please read this section carefully. It describes a subscription that renews and charges you automatically until you cancel.

Current pricing:

• Managed Front Office — Standard — a one-time setup fee of $200, then $499 per month.
• Managed Front Office — Growth — a one-time setup fee of $200, then $799 per month.
• Managed Front Office — High Volume — a one-time setup fee of $200, then $1,099 per month.

The one-time setup fee is the same on every tier. The tiers include the same service and differ only in the included receptionist minutes described in section 3.

How billing works. The setup fee is charged once, at purchase. The monthly subscription fee is charged at purchase and then automatically on the same day each month until you cancel. There is no fixed term, no minimum number of months, and no long-term commitment. Charges continue on this recurring basis with no further action by you, which is why cancelling is the step that stops them.

How to cancel. Sign in to your account on our website and open the billing portal, where you can cancel in a few clicks — no phone call, no email required, and no harder than signing up was. You may also cancel by emailing support@rlbusinessautomations.com. To avoid the next monthly charge, cancel before your renewal date; the renewal date is shown in your account.

Payment processing. Payments are processed by Stripe. We do not collect, see, or store your full card number. Keeping a valid payment method on file is your responsibility. If a payment fails, we may retry it, and we may suspend service as described in Section 15.

Price changes. Published prices are current working prices and may change. We will give you at least [30] days' notice by email before a change affects your subscription, and you may cancel before it takes effect rather than accept it. The exact notice period is not yet finalized.

Taxes. Fees do not include sales, use or similar taxes. Where we are required to collect them, they are added to your invoice.

6. Cancellation and refunds

Before we begin work. If you cancel before we have begun work on your build, the setup fee may be refundable, and the monthly fee may be refundable if service has not yet begun.

After we begin work. Once you have returned your completed intake and we have started building, the setup fee is non-refundable, because it covers work already performed.

After your service is live. You may cancel at any time. The current paid month is generally not refunded; your service continues through the end of that paid period and then does not renew.

The precise refund terms, including any exceptions, are not yet finalized and are subject to legal review. Nothing in this section limits any refund right you have under applicable law.

7. Getting started, and when work begins

The sequence after purchase is:

• You select a tier, accept these terms, and pay.
• We go through how your front office runs today: who answers now, what callers usually want, what you would call an emergency and who a caller should reach when it is one, how you want appointments handled, and what you want said to the questions you get every week.
• You confirm those details, with your approvals.
• We confirm a start date with you.
• We configure the service around what you told us, connect your calendar, and set up conditional call forwarding on the number you already use.
• We test the calls and workflows before it takes a real call.
• We launch it, then run, monitor and maintain it.

Work begins only after we confirm the start date with you, and no customer system goes live before our business insurance is active. Purchasing does not by itself start the setup.

Your timeline depends heavily on how quickly you confirm those details and give approvals. If required information is missing, unclear, or contradictory, we will stop and ask rather than guess — we will not invent a service, an hour, a credential, or a claim about your business.

If you do not respond to a request for required information or approval within [30] days, we may pause your setup while your subscription continues. This response window is not yet finalized.

8. Your responsibilities

• Give us accurate, current business information, and tell us promptly when it changes — especially your public phone number, email, hours and service area.
• Supply only content you own or have permission to use, including photographs, logos, written copy and any customer testimonials or reviews you ask us to display.
• Confirm the accuracy of any claim you ask us to publish — licensing, bonding, insurance, certifications, warranties, awards, or experience. We publish only what you supply and approve, and we will not create proof that does not exist.
• Complete the account-owner steps only you can perform, such as enabling call forwarding with your own phone carrier and connecting your own calendar. We will walk you through them.
• Keep your own credentials secure. We will never ask you for a password, banking credential, card number, account-recovery code, or API key, and our intake forms do not request them. If you receive such a request claiming to be from us, it is not from us — contact us.
• Comply with the laws that apply to your business and your communications with your own customers, including advertising, privacy, email and telephone rules.

9. Acceptable use

You may not use the services, or ask us to build anything, that:

• Is unlawful, deceptive, fraudulent, harassing, discriminatory, or infringing.
• Publishes false proof — invented reviews, ratings, testimonials, awards, licences, certifications, credentials, or experience.
• Sends unsolicited commercial messages, or uses purchased or scraped contact lists.
• Attempts to bypass consent, opt-out, suppression, security, or usage controls, or to probe or reverse-engineer our systems.
• Transmits malicious code or violates a third-party provider's policies.

We may refuse, pause or remove anything that violates this section, and we may decline work we believe would expose either of us to legal risk.

10. Communications

Messages we send on your behalf, to your customers, are email only. Our systems do not send automated text messages to your customers and do not place automated or AI-generated outbound calls to them.

Owner notifications. The service can send SMS notifications to you, the business owner, about your own account activity — and only after you opt in through our SMS consent form and confirm the number. Message and data rates may apply; reply STOP to unsubscribe or HELP for help. SMS consent is optional and is not a condition of purchase.

Calls are not recorded. Our front-office call handling does not record calls, retain call audio, or produce full call transcripts. It captures approved structured details and any message a caller specifically asks to leave for you.

Our emails to you. After you subscribe we may send performance and traffic reports, service notices, account communications, and occasional non-spam updates. You can ask us to stop the optional reports and promotional email at any time. Billing, legal, security and service messages are transactional and still have to reach you.

11. Third-party services

Our services run on infrastructure and platforms operated by others — hosting, database, email delivery, scheduling, payment processing and messaging providers. Those providers are listed on our Subprocessors page and are governed by their own terms. Their availability, policy changes and outages are outside our control, and we are not responsible for a failure caused directly by a third-party platform.

Your payment accounts stay yours. We do not run a payment portal for your customers and do not take payments on your behalf. Any payment account of yours remains yours: you own and control it, its balances, its fees, and its tax and accounting obligations. We do not hold your funds and do not request or store your payment credentials.

Where you authorize us to connect to an external account of yours — for example a Google account through OAuth — you permit us to interact with it only to perform the functions your tier describes. You may revoke that access at any time through that provider, which immediately stops future access.

12. Ownership

You own: your business phone number and your carrier account; your calendar and the appointments in it; the logo, images, photographs and written content you supply; your business data; and your own accounts with third-party providers.

We own: the Managed Front Office system and its source code, our CRM platform, automation logic and configurations, workflows, integrations, infrastructure, monitoring systems, dashboards, internal tools, and everything else we create. You are not purchasing these; you are licensed to use them while your subscription is active.

You grant us a non-exclusive licence to use, reproduce, adapt and display the content you supply, for the purpose of building, running, maintaining and supporting your service. That licence ends when your service ends, except for copies retained in routine backups until they expire.

Portfolio use. We would like to reference your business as an example of our work. We will ask you first, and you can decline or withdraw permission at any time.

13. Confidentiality, data and security

Each of us will protect the other's confidential information and use it only for the agreed service. How we handle personal information is described in our Privacy Policy, and the controls we operate are described on our Security page.

We apply access controls, encryption in transit, and the separation of duties described on those pages. No online service can be made perfectly secure, and we do not represent that ours is.

Exact data-retention periods, deletion timelines, and customer data-export rights are not yet finalized and will be stated in the final version of this Agreement and the Privacy Policy. Until then, we will honour a written deletion or export request to the extent we are able and the law permits.

14. Support, maintenance and service levels

We provide reliable, local, human support. This is a managed service: we operate it for you, and you do not configure it yourself. We monitor it, maintain it, test it, and tune how it answers as we learn what your callers ask for. New systems, integrations we do not already offer, and automation outside the service described in section 3 are not part of it.

We monitor the systems we run and respond to problems we detect or you report. We do not promise uninterrupted availability, and we do not control the uptime of third-party platforms.

Support hours, response-time targets, the number of pre-launch revision rounds, and post-launch revision and update limits are not yet finalized. Ask us and we will tell you honestly where a request falls.

We handle the enquiries you already receive. We do not do search, marketing or advertising work and we do not generate demand for your business. We do not promise any particular position, placement, ranking, traffic level, lead volume, or business result.

15. Suspension

We may suspend your service, with notice where practical, if a payment fails and is not resolved, if your use violates Section 9, if a provider or law requires it, or if continuing would create a security or legal risk. We will restore service promptly once the cause is cleared. Suspension for non-payment does not reduce fees already due.

16. Term and termination

This Agreement starts when you accept it and continues month to month until cancelled.

You may cancel at any time, as described in Section 5. We may end this Agreement on [30] days' written notice, or immediately if you materially breach it and do not cure the breach within [15] days of our written notice. Both notice periods are not yet finalized.

17. What happens when service ends

• Your phone number stays yours and is unaffected. It was always on your own carrier account, so ending the service is a matter of turning off the call forwarding to us — there is nothing to port back.
• You keep the content, images and logo you supplied.
• Call handling, and any CRM, dashboard or automation access included in your tier, stop working at the end of your final paid period.
• We do not hand over source code, templates, automation configurations, or our platform — those were licensed for use, not sold.
• Fees already incurred remain payable. Sections on ownership, confidentiality, warranty disclaimers, liability limits, indemnification and governing law survive termination.

We will help you switch off the call forwarding so your line rings as it did before. Data retention, deletion timelines and your rights to export your data are covered in section 13, and are not yet finalized; ask us and we will tell you what we are able to do today.

18. Warranties and disclaimers

We warrant that we will perform the services with reasonable skill and care, in a professional manner consistent with the tier you purchased.

Except for that express warranty, the services are provided “AS IS” and “AS AVAILABLE.” To the maximum extent permitted by law, we disclaim all other warranties, whether express, implied or statutory, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. We do not warrant that the services will be uninterrupted, secure against every threat, or free of all defects, or that they will produce any particular business outcome, revenue, lead volume, appointment count, or search position.

Our overall satisfaction commitment — what it promises and how it is honoured — is not yet finalized. We would rather correct something than leave you unhappy, and we will not describe a commitment we have not settled.

19. Limitation of liability

To the maximum extent permitted by law, neither party is liable to the other for indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, revenue, data, goodwill or business opportunity, even if advised such damages were possible.

Our total liability arising out of or relating to this Agreement, for all claims combined, is limited to the amount you actually paid us for the services in the [twelve (12)] months immediately before the event giving rise to the claim. This cap and period are not yet finalized and are subject to legal review.

These limits do not apply to your obligation to pay fees, to either party's indemnification obligations, or to liability that cannot be limited under applicable law.

20. Indemnification

You will defend and indemnify us against third-party claims arising from content you supplied, claims you asked us to publish, your use of the services in violation of Section 9, your communications with your own customers, or your breach of this Agreement.

We will defend and indemnify you against third-party claims that our original work, as delivered by us, infringes that party's intellectual property rights. This does not cover content you supplied or modifications made by anyone other than us.

The party seeking indemnity must give prompt written notice, allow the other to control the defence, and cooperate reasonably.

21. Changes to the services and to this agreement

We may make reasonable changes to improve security, reliability, compliance or the underlying technology, provided they do not materially reduce the tier you purchased.

We may update this Agreement. If a change is material, we will notify active customers by email at least [30] days before it takes effect, post the updated version here with a new effective date, and ask you to accept it at your next purchase or renewal. Continuing to use the service after a material change takes effect means you accept it; if you do not, you may cancel. The notice period is not yet finalized.

22. Governing law and disputes

This Agreement is governed by the laws of the State of North Dakota, without regard to its conflict-of-laws rules. We will each try in good faith to resolve any dispute informally first — email support@rlbusinessautomations.com and we will talk. If that does not work, the state and federal courts located in North Dakota have exclusive jurisdiction, and both parties consent to venue there.

Whether the final version uses court jurisdiction or binding arbitration, and whether it includes a jury-trial or class-action waiver, is not yet finalized and is a decision for our attorney. Nothing here waives any right you have that cannot be waived by law, including the right to bring a claim in small-claims court.

23. General

• Entire agreement. This Agreement, together with the pages it references and any signed order form, is the entire agreement between us on this subject and replaces earlier discussions and proposals.
• Independent contractor. We are an independent contractor. This Agreement creates no partnership, joint venture, franchise, or employment relationship.
• Assignment. Neither party may assign this Agreement without the other's written consent, except to a successor in connection with a merger or sale of substantially all assets.
• Subcontractors. We may use subcontractors and service providers, and we remain responsible for the services they perform for you.
• Force majeure. Neither party is liable for a delay or failure caused by events beyond its reasonable control, including provider outages, network failures, natural events, and government action.
• Severability. If a provision is held unenforceable, the rest stays in force and the provision is limited to the minimum extent needed.
• No waiver. Not enforcing a provision once does not waive it later.
• Notices. We may send notices to the email on your account; you may send notices to the address in Section 24. It is your responsibility to keep your email current.

24. Contact

Lund Services LLC, doing business as R&L Automations — North Dakota owned and operated. Questions about this Agreement go to support@rlbusinessautomations.com.

Our full registered business mailing address is not yet published here and will be added in the final version.

25. Open items for legal review

We would rather show you an honest list of what is still being settled than quote you terms we have not decided. These items are being reviewed with our attorney, and the final wording will be posted here:

• The exact legal-party wording for the contracting entity and DBA.
• The satisfaction and quality commitment, and what it promises.
• Number of pre-launch revision rounds, and post-launch revision and update limits.
• Final refund and cancellation wording, including any exceptions.
• Support hours, response-time targets, and support limits.
• Data-retention periods, deletion timelines, and customer data-export rights.
• The legal treatment of CRM records.
• Whether a professional email subscription is included or billed separately.
• Notice periods for price changes, agreement changes, and termination.
• The liability cap amount and lookback period.
• Dispute resolution: courts or arbitration, and any waivers.
• Business insurance type, carrier and coverage limits.
• The registered business mailing address to publish.

Nothing on this page is legal advice, and it is not a substitute for advice from your own attorney about your business.