1. Acceptance of Terms

By accessing or using our services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, please do not use our services.

2. Description of Services

LoanFlo provides CRM, communication, workflow, and AI-assisted tools for mortgage and related customer operations. Available features, limits, supported channels, and support levels may vary by plan tier, purchased seats, enabled add-ons, regional availability, and product configuration.

Mortgage lead and pipeline management
Document intake, organization, and extraction workflows
Borrower communication history, notes, and task tracking
Outbound voice, SMS, and email workflow automation
AI-assisted follow-up, qualification, and CRM actions
Borrower portal and document collection features
Reporting, activity history, and related platform tools

3. User Accounts and Registration

To use our services, you must:

Be at least 18 years old
Provide accurate and complete registration information
Maintain the security of your account credentials
Promptly update your account information when necessary
Accept responsibility for all activities under your account

Customer and Workflow Data

When using LoanFlo with borrower, lead, or loan workflow data, you warrant that:

• You have appropriate authorization to upload, access, use, and manage that data
• The data and workflows comply with applicable privacy, communications, and mortgage-industry requirements
• You will maintain appropriate access controls and account security for your workspace
• You are responsible for the legality, accuracy, and handling of the content placed into the platform
• You comply with your organization's policies and any applicable laws or regulations

4. Acceptable Use Policy

You may not use our services to:

• Violate any applicable laws or regulations
• Infringe on intellectual property rights
• Generate, transmit, or store illegal content of any kind
• Create, share, or distribute sexual, explicit, or adult content
• Produce content that promotes violence, harassment, or hate speech
• Generate content intended to deceive, defraud, or mislead others
• Create content that violates privacy rights or contains personal information without consent
• Attempt to gain unauthorized access to our systems
• Interfere with the proper functioning of our services
• Use our services for competitive analysis or benchmarking
• Reverse engineer or attempt to extract source code
• Use our AI services to bypass content filters or safety measures

5. Intellectual Property Rights

Our Rights

We retain all rights, title, and interest in our services, including all intellectual property rights. This includes our software, workflows, configurations, designs, algorithms, and any improvements or modifications.

Your Rights

You retain ownership of your data and content. By using our services, you grant us a limited license to host, process, transmit, and use your data solely for the purpose of providing and supporting our services.

If we make exports or data extracts available, they are provided as a convenience only. We do not guarantee that any export, migration file, API response, backup, or returned dataset will preserve your prior schema, formatting, workflow state, annotations, routing logic, campaign configuration, or third-party compatibility.

6. Data Processing and Privacy

Our processing of your personal data is governed by our Privacy Policy. We implement appropriate technical and organizational measures to protect your data and support compliance with applicable privacy laws.

For detailed information about how we handle your data, please review our Privacy Policy.

7. Payment Terms

Recurring Subscriptions: Paid plans renew automatically on a recurring monthly basis until canceled. By starting, upgrading, or maintaining a paid subscription, you authorize us and our payment processors to charge your saved payment method for recurring subscription fees without additional notice before each renewal.

Per-Seat Pricing and Plan Changes: Some plans are priced per paid seat. Seat additions, seat reductions, and plan changes may change your recurring monthly total. New subscriptions and upgrades may be charged immediately on a prorated basis for the remainder of the current billing period. Downgrades or seat reductions may take effect immediately or on a later date we specify, and credits or refunds are not required unless mandated by law.

Usage, Wallet, and Refill Charges: Voice, SMS, email, storage, AI, and other consumption-based services may incur separate charges, included-allotment overages, prepaid wallet funding, or automatic wallet refills. You are responsible for all charges incurred by your workspace, users, agents, automations, and enabled integrations.

Payment Authorization: We may place validations, preauthorizations, temporary holds, or similar verification charges to confirm a payment method is valid. Payments are processed by third-party processors and remain subject to those processors' terms and network rules.

No Offset for Disputes: Unless required by law or expressly agreed by us in writing, all fees are non-cancelable, non-refundable, and not subject to setoff. Disputing a charge does not excuse timely payment of undisputed amounts.

Failed Payments: Failed, reversed, or late payments may result in account restriction, suspension, reduced sending capacity, loss of phone or messaging functionality, or termination.

8. Voice and Telecommunications Services (AI Phone Agent)

Our AI Phone Agent services enable voice-based interactions through inbound and outbound telephone calls. Use of voice services is subject to additional terms and regulations.

⚠️ Call Recording and Consent Requirements

Recording Notification: All phone calls made through our AI Phone Agent service are automatically recorded and transcribed. You are solely responsible for complying with all applicable call recording laws and regulations.

Two-Party Consent States: Some U.S. states require all parties to consent to call recording. You must ensure your AI Phone Agent provides appropriate notifications and obtains necessary consent before recording calls in jurisdictions that require it.

TCPA Compliance: For outbound calls, you must comply with the Telephone Consumer Protection Act (TCPA) and similar regulations, including maintaining Do Not Call lists, obtaining prior express consent where required, and respecting opt-out requests.

International Calls: If you make or receive international calls, you must comply with telecommunications regulations in all applicable jurisdictions.

Voice Data Processing

Call Recordings: All Voice calls are transcribed. Transcripts are stored according to your retention settings and our Privacy Policy.
Voice Biometrics: Our systems may process voice characteristics for transcription and AI response purposes. This processing does not constitute biometric identification but voice data may be considered biometric data under some privacy laws.
Live Transcription: Real-time call transcription is provided on a best-effort basis. Accuracy may vary based on audio quality, accents, background noise, and technical factors.
Call Takeover: Human agents may join calls in progress. Appropriate notifications must be provided to call participants when human takeover occurs.
Data Retention: Call recordings and transcripts are retained according to your account settings and applicable legal requirements.

🚨 Emergency Services and Limitations

NO 911 CAPABILITY: LoanFlo communication features do not support emergency calls to 911 or other emergency services. Do not rely on the platform for emergency communications.

Service Reliability: Voice quality, call completion, and service availability may be affected by internet connectivity, network conditions, and third-party telecommunications providers. We do not guarantee call quality or completion.

Professional Advice Limitations: LoanFlo communication features must not be used as a substitute for legal, medical, financial, or other professional advice. AI-assisted outputs may be inaccurate or inappropriate in specialized domains.

Usage-Based Pricing and Billing

• You are responsible for all charges incurred through your account, including unauthorized use
• Usage reports and billing details are available in your account dashboard
• Pricing is subject to change with notice as specified in Section 14
• Inbound and outbound calls are billed according to the published rate schedule

Call Quality Factors: Call quality depends on multiple factors including internet connection, telecommunications carriers, device quality, and network congestion. We make no guarantees about call quality, clarity, or completion rates.

9. Service Availability

While we strive to provide reliable service, we do not guarantee 100% uptime. We may experience planned maintenance or unexpected outages. We will make reasonable efforts to minimize service interruptions.

Usage Limits and Rate Limiting

To ensure fair usage and system stability:

• We may implement reasonable limits on workflows, communications activity, and other service usage
• Heavy or unusual usage patterns may be subject to additional terms, limitations, or fees
• We reserve the right to suspend or limit access for usage that impacts system performance or availability

10. AI Service Limitations and Disclaimers

Important: AI-Generated Content Limitations

Accuracy Disclaimer: Our AI services may generate content that is inaccurate, incomplete, outdated, or inappropriate. AI systems can "hallucinate" or produce false information that may appear credible but is factually incorrect.

No Professional Advice: AI-generated content does not constitute professional, legal, medical, financial, or other expert advice. Always consult qualified professionals for important decisions.

User Responsibility: You are solely responsible for reviewing, verifying, and evaluating all AI-generated content before use. You must independently confirm the accuracy and appropriateness of any information provided by our AI services.

No Guarantees: We make no representations or warranties about the accuracy, reliability, completeness, or timeliness of AI-generated content. Use of such content is at your own risk.

Best Practice: Always fact-check important information and use AI-generated content as a starting point rather than a definitive source.

11. Limitation of Liability

Important Legal Notice:

To the maximum extent permitted by law, our liability for any damages arising from your use of our services is limited to the amount you paid for the services in the 12 months preceding the claim.

AI Content Disclaimer: We are not liable for any damages, losses, or consequences resulting from AI-generated content, including but not limited to inaccurate information, hallucinations, inappropriate responses, or decisions made based on AI outputs. You use AI-generated content at your own risk.

12. Indemnification

You agree to indemnify and hold us harmless from any claims, damages, losses, or expenses arising from your use of our services, violation of these Terms, or infringement of any third-party rights.

13. Termination

By You: You may request cancellation or termination subject to any active order forms, minimum commitments, unpaid balances, or other binding commercial terms.

By Us: We may suspend, limit, or terminate access immediately, with or without prior notice, if we believe there is non-payment, fraud, abuse, excessive risk, legal exposure, security risk, misuse of communications channels, or any breach of these Terms.

Effect of Termination: Upon suspension or termination, your right to access and use the services stops immediately, and some or all data, phone numbers, campaigns, automations, inboxes, recordings, transcripts, and related configurations may become inaccessible.

Data After Termination: We may, but are not obligated to, provide a limited export window or data return assistance. We do not guarantee recovery, continued hosting, or return of data in the same format, structure, schema, sequence, or workflow-ready state that existed before suspension or termination.

14. Governing Law and Disputes

These Terms are governed by the laws of The United States of America. Any disputes will be resolved through binding arbitration in accordance with the rules of American Arbitration Association (AAA).

15. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email or through our service. Your continued use of our services after the changes take effect constitutes acceptance of the new Terms.

16. Contact Information

If you have questions about these terms, please contact us at omar@loanflo.ai

17. Entire Agreement

These Terms, together with our Privacy Policy and any service-specific terms, constitute the entire agreement between you and us regarding your use of our services.

Terms of Service