Room Word Terms of Service

ROOMWORD-TOS-20261110-B1.0 · Effective November 10, 2026

TOS-01 — Agreement and business scope

Room Word is a business software product operated by 海口织机科技有限责任公司 (English translation: Haikou Zhiji Technology Co., Ltd., the “Company,” “we,” or “us”). The registered address is No. 45, Block B, 15th Floor, New HNA Building, No. 7 Guoxing Avenue, Lantian Street, Meilan District, Haikou, Hainan, 570100 China. Loom (full name Loom Voice) is the brand, not a separately identified contracting entity. Room Word is the product name.

These Terms address the Company’s product service for merchant businesses (“Merchants”) and people they authorize to use the App. A Merchant that holds a subscription is also called a “Subscriber.” People who receive services at a Merchant’s Store, including people who call it, are “Consumers.” The person accepting for a Merchant must have authority to bind it. Availability of a store, telephone number or function depends on the accepted order and supported configuration; the website demonstration is not evidence of production availability.

Purchases sold through Creem also follow Creem’s separate Buyer Terms. Creem is the merchant of record and contractual reseller for those transactions; the Company supplies the product service. Neither Loom, Loom Voice nor Room Word represents an affiliation with Loom.com (Loom, Inc.).

Creem Buyer Terms: https://www.creem.io/buyer-terms. Creem Privacy Notice: https://www.creem.io/privacy. These govern Creem’s own services separately from the Company’s product service.

TOS-02 — The service and AI limitations

Room Word supports an AI telephone front desk, store workspaces, appointment calendars and team coordination. The exact functions and any separately ordered services are specified by the accepted order and enabled configuration.

The Merchant is responsible for reviewing AI responses, call summaries and appointment details, and for confirming bookings, prices and other commitments with its Consumers. The Company does not guarantee, and is not responsible for, the content of any specific AI response, or for errors or interruptions caused by telephone carriers, AI model providers or other third-party services. The service is not an emergency service and is not a substitute for professional medical, legal or other advice.

TOS-03 — Accounts, stores and authorized access

An account belongs to a person. Subscriptions, minutes, minute packs and orders belong to the selected store and are independent across stores. The website Merchant Portal is for store owners to manage purchases, billing and basic information; staff operational access is in the App.

The Merchant must keep account and store details accurate, protect credentials, grant appropriate permissions and remove authority when it ends. Owners may access their store’s authorized business records; an ordinary App staff member may access only participating appointments and otherwise authorized communications. Being in the same store does not by itself authorize access to every Consumer’s history.

Downloading the App, signing in or using an activation code does not purchase a subscription, establish payment or open a store’s paid service.

TOS-04 — Orders, fees, usage and plan changes

Purchases are made on the website through Creem, outside the App. The selected store, price, billing interval, included monthly minutes, concurrent call capacity and applicable taxes are shown in the order and checkout. Current prices are maintained on the pricing page rather than independently fixed in this legal document. The checkout total controls the amount payable for the purchase; changes to advertised prices do not retroactively alter an accepted order.

Flex is monthly only and has no included minutes; minutes are bought separately. Standard and High offer monthly or annual payment. Annual payment covers a year of service, with the included allowance issued monthly. The current catalog has no separate setup fee. We do not charge per-minute overage automatically; additional minutes are obtained only through minute packs, purchased manually or through Auto-refill where you have enabled it.

A minute pack requires an eligible existing subscription for that store. It adds minutes without increasing concurrent call capacity and is not another subscription. Included and purchased minutes expire at the end of the store’s monthly allowance period, including under an annual plan, with no rollover. Review the displayed expiry before purchase. Call usage is counted in minutes; any part of a minute counts as a full minute.

Auto-refill (optional). When you first purchase a minute pack for a store, you may choose whether to enable Auto-refill. If enabled, when that store’s minute balance runs out, the same minute pack is purchased again automatically through Creem, as merchant of record, using the payment method saved at your earlier checkout, at the pack’s then-current price plus applicable tax. You may set limits (such as the number of refills per day and a monthly spending cap) and turn Auto-refill off at any time; turning it off stops future refills but does not reverse completed ones. A refill that would exceed your limits, is declined, or requires your additional confirmation is not completed, and minutes are added only after payment is confirmed. Each refill is a separate order with its own receipt. Until Auto-refill is made available for your store, minute packs are purchased manually only.

When minutes run out during a call. If your minute balance runs out during a connected call, we make sure that call is completed smoothly. Any small shortfall from that call is deducted from your store’s minutes in the next allowance period.

Eligible plan changes keep the existing billing interval. No current-period prorated difference is charged, credited or refunded; the new recurring price is charged on the next bill. The current Room Word flow retains the old plan and minute balance until the next period’s payment is verified. Creem may display a changed billing product earlier. Canceled renewal or payment issues must be resolved before a change where required. Flex is unavailable on an annual interval.

A payment success page, email receipt or checkout callback alone does not establish that minutes, service fulfillment or a telephone number are ready. Payment and its store mapping must be verified. TEST and simulated records do not represent real charges.

TOS-05 — Renewal, cancellation, refunds and billing questions

Subscriptions renew at the selected monthly or annual interval unless renewal is canceled before the next scheduled charge. Use Manage subscription in the owner portal to open the relevant Creem billing management. If that route fails, contact support@loom-us.com with the store and transaction reference. The App is not a purchase, cancellation or refund entry point.

Cancellation stops future renewal and preserves the paid service period. An annual subscriber who cancels during the year retains service through the paid annual term; minutes continue to be issued and expire monthly. Except as provided under Refunds below, voluntary cancellation does not refund unused months, prepaid service or unused minutes.

If a store is suspended under TOS-12, its subscription is paused in Creem and is not charged while paused. Minutes already paid for are not refunded because of a suspension. If the store is restored within the grace period, the subscription resumes on its existing billing cycle; if the grace period ends without a response, the subscription is canceled.

Refunds. Cancellation and a refund request are separate actions. Refunds are processed through Creem under its procedures and Buyer Terms.

(a) Duplicate or incorrect charges. If a store is charged twice for the same order, or charged the wrong amount or for the wrong store, the duplicate or incorrect amount is refunded in full.

(b) Service not delivered. The Company will deliver the service within 14 business days (Monday to Friday) after payment is confirmed. "Delivered" means the store's AI telephone answering is enabled on its telephone number. If the service has not been delivered within that period, the Merchant may request a refund of the amount paid for it. No compensation, damages or deposit is payable in addition to that refund.

(c) Other refund requests. Any other refund request for a store's first subscription purchase must be made within 7 calendar days after the service is delivered. The refund is the subscription fee paid, less a pro rata amount for the days from delivery to the request (calculated on the days in the paid billing period). No refund is given for requests made after 7 calendar days, for renewals, or for minute packs except under (a) or (b).

Nothing here excludes refunds required by applicable law or Creem's Buyer Terms.

TOS-06 — AI calls, recording and transcription

Call notices follow the law that applies to each call. Room Word configures the call opening based on the store's location and the caller's telephone number. Where the applicable law requires it, the call opening tells the caller, before recording or transcription begins, that the call is recorded and/or that they are speaking with an AI assistant. Where no such notice is required, the AI assistant may not announce itself, but whenever a caller asks whether they are speaking with a person or a machine, it truthfully says it is an AI assistant. It never claims to be a human.

A caller may ask not to be recorded. Recording then stops, any portion already recorded is deleted, and no transcript of the rest of the call is kept; the call continues so the caller's request can be completed, and only the information needed for the booking is kept.

The Merchant must keep the store's location information accurate, because it determines which notices are given, and must not remove, change or block required notices or use the service for unlawful recording. Acceptance by an owner or staff member does not give consent on behalf of an unrelated caller.

TOS-07 — Communications

Configured features may support appointment confirmations and service or support messages. Merchants are responsible for lawful, authorized use of recipients’ contact details. Marketing, outbound automated calls and optional messages require their own applicable permissions and opt-out processes; buying a plan or reading this document is not blanket marketing consent.

Customer lists a Merchant imports. A Merchant may import Consumer names, telephone numbers and appointment information into Room Word. The Merchant is responsible for having collected that information lawfully and, before any text message is sent to an imported number, for having obtained that Consumer's consent to receive messages from the store and keeping a record of when and how consent was given. Room Word relies on the consent status the Merchant provides. Imported numbers are used only to recognize the Consumer when they call and to send notices about that Consumer's own appointments.

The current website contact form prepares an email draft; it does not itself send an email or submit a support ticket. Send the prepared draft through your email application to contact us.

TOS-08 — Merchant data and privacy

You retain rights in the business content you provide. Processing permission is limited to operating, securing and supporting the contracted service and the purposes disclosed in the Privacy Policy and any approved data-processing agreement. These Terms do not authorize model training with recordings, transcripts or team messages.

The Privacy Policy covers website, owner billing, App and caller information. The store may determine the purposes of Consumer-data processing, while the Company processes operational records on its behalf and handles account, billing and support records for its own operations. A required data-processing agreement or transfer safeguard is not automatically executed by reading or accepting the Privacy Policy.

TOS-09 — Acceptable use

Use Room Word only for authorized, lawful business purposes. Do not use it for fraud, harassment, impersonation, unlawful calls or recording, unauthorized marketing, unauthorized access or extraction, bypassing security, interference with service, or reverse engineering except where law permits. Do not submit passwords, full payment-card details or unnecessary sensitive information to calls, demos or support.

TOS-10 — Intellectual property

The Company and its licensors retain rights in the software, designs, documentation and service technology. Third-party technology and trademarks remain their owners’ property. No ownership of third-party AI models is claimed. Rights in AI output depend on applicable law; review output before using it. No broad transfer of your business content is created by these Terms.

TOS-11 — Third-party services, availability and support

Telephone, AI/voice processing, cloud hosting, payments and email/support services may be needed for enabled features. Store materials uploaded for setup (such as menus, price lists and photos) and documents added to a store's knowledge base are processed by third-party AI services to extract and organize information, as described in the Privacy Policy. Internal provider selection, architecture and commercial arrangements are maintained separately. Specific recipient information and change notices will be supplied where required by law or an approved Subscriber or data-processing agreement. These third-party AI services include DeepSeek, which processes data in China, and OpenAI, which processes data in the United States, as described in the Privacy Policy.

The service may be affected by networks, maintenance and third-party outages. The Company does not commit to any uptime, availability level, response time or service credit. Contact support@loom-us.com or the website support page for faults.

TOS-12 — Store archive, termination and account closure

Removing a store from the active list is a reversible archive action. The owner must re-enter its full name; removal is blocked while an active subscription, paid service term or unresolved payment remains. Purchase history is retained and the store can be restored. Archive is not subscription cancellation or personal-data deletion.

Account deletion is a separate request. It does not automatically cancel a store’s paid service or erase records that the store, Company or Creem must retain lawfully. Access removal, service termination, export and deletion are different steps.

Suspension of a Merchant or store. We may suspend a Merchant or store at the owner's request, for unpaid amounts after Creem's payment retries have failed, or for a breach of these Terms; the reason is recorded. While suspended, billing stops, the AI telephone service stops answering calls, and the owner and staff can still sign in but can only view records, not change them. Data is not deleted. Future appointments already booked are kept, are not canceled and no messages are sent about them; they are marked for review, and the owner is responsible for contacting the affected Consumers. The store can be restored within a 14-day grace period, and also after it ends. Subscription handling during a suspension is described in TOS-05; after the grace period, an owner who wants to return purchases a plan again before the store is restored.

Final termination procedures and remedies, other than the suspension steps above, require approval.

TOS-13 — Warranties and mandatory rights

THE SERVICE, INCLUDING ALL AI RESPONSES, TRANSCRIPTS, TRANSLATIONS, SUMMARIES AND BOOKINGS, IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE COMPANY DISCLAIMS ALL WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT AND ACCURACY, AND ANY WARRANTY THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE OR SECURE. Some jurisdictions do not allow certain disclaimers; in those jurisdictions the disclaimers apply to the fullest extent permitted.

TOS-14 — Liability and indemnity

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE COMPANY'S TOTAL LIABILITY FOR ALL CLAIMS RELATING TO A STORE AND THESE TERMS, IN CONTRACT, TORT OR OTHERWISE, IS LIMITED TO: (A) FOR A STORE ON A MONTHLY PLAN, THE SUBSCRIPTION FEES THE MERCHANT ACTUALLY PAID FOR THAT STORE FOR THE ONE MONTH BEFORE THE EVENT GIVING RISE TO THE CLAIM; AND (B) FOR A STORE ON AN ANNUAL PLAN, THE ANNUAL FEE ACTUALLY PAID DIVIDED BY 12 AND MULTIPLIED BY THE NUMBER OF MONTHS OF SERVICE ALREADY PROVIDED WHEN THAT EVENT OCCURRED, COUNTING A PARTIAL MONTH AS ONE MONTH.

THE COMPANY IS NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, BUSINESS OR GOODWILL, INCLUDING LOSSES FROM MISSED CALLS, MISSED, INCORRECT OR DOUBLE BOOKINGS, OR CUSTOMERS NOT SERVED, EVEN IF ADVISED OF THEIR POSSIBILITY.

These limits do not apply to liability that cannot be limited under applicable law, such as liability for fraud or willful misconduct, and do not limit the Merchant's payment or indemnity obligations.

The Merchant will defend, indemnify and hold harmless the Company and its affiliates, officers, employees and service providers from and against any third-party claim, regulatory action, loss, fine, penalty, damage and reasonable attorneys' fees arising from: (a) customer lists, telephone numbers or other Consumer information the Merchant imports or provides; (b) the existence, accuracy or record of any Consumer consent to receive messages; (c) the Merchant's removal, change or blocking of any required call notice, or inaccurate store location information that affects which notice is given; (d) the accuracy of store information, including prices, services, hours, staff and health-related notes; (e) the Merchant's breach of these Terms or unlawful use of the service; and (f) the Merchant's dealings with its Consumers. The Company will notify the Merchant of a claim, and the Merchant may not settle a claim in a way that imposes an obligation or admission on the Company without the Company's written consent.

TOS-15 — Governing law and disputes

These Terms are governed by the laws of the Hong Kong Special Administrative Region. Any dispute, controversy or claim arising out of or relating to these Terms or the service, including their existence, validity, interpretation, performance, breach or termination, will be finally resolved by arbitration administered by the Hong Kong International Arbitration Centre (HKIAC) under the HKIAC Administered Arbitration Rules in force when the notice of arbitration is submitted. The seat of arbitration is Hong Kong. There will be one arbitrator. The arbitration will be conducted in English. Disputes will be resolved only on an individual basis; class or collective arbitration is not permitted. The Merchant's acceptance of these Terms is recorded when it agrees at checkout or sign-up. Creem's separate Buyer Terms govern its checkout and customer services.

TOS-16 — Versions, changes and contact

The website and App use one approved Terms text with the same-version Chinese translation. English is the controlling text unless mandatory law provides otherwise. Material changes require the notice and, where applicable, renewed acceptance required by law. Viewing a draft does not make it effective.

Sales enquiries: sales@loom-company.com. Support, billing, privacy and deletion enquiries: support@loom-us.com. Operator: 海口织机科技有限责任公司. Website legal entry: https://loom-us.com/terms.html, with lang=en or lang=zh. Effective date: November 10, 2026.