Terms of Service

Effective Date: March 25, 2026  ·  Loom AI Technology (Haikou Zhiji Technology Co., Ltd.)

These Terms of Service ("Terms") govern your access to and use of the Loom AI voice assistant platform provided by Haikou Zhiji Technology Co., Ltd., trading as Loom AI Technology ("Company," "we," "us"). By completing a purchase or activating a subscription, you agree to these Terms.

1. The Service

Loom AI provides an AI-powered voice assistant for small businesses, including inbound call handling, smart booking, call routing, and after-hours support. The Service is provided on a subscription basis via loom-us.com.

2. Payment and Billing

2.1 Payment Processing

All payments are processed by our authorized third-party payment processor, which collects and remits applicable taxes on our behalf. Charges will appear on your statement as "LOOM AI TECHNOLOGY" or a similar descriptor. We do not store your payment card information.

2.2 Subscription Pricing

Item	Amount
Monthly subscription (includes 1,500 minutes)	$245.00 / month
One-time setup fee (credited back over 12 months)	$99.00
Day-1 charge (setup fee + first month after loyalty credit)	$324.00
Overage: 1,501–3,000 min	$0.10 / min
Overage: 3,001–6,000 min	$0.08 / min
Overage: 6,001+ min	$0.06 / min

Base minutes (1,500) reset at the start of each billing cycle and do not roll over. By subscribing, you authorize us and our payment processor to charge your payment method for all subscription and overage fees without requiring additional per-charge consent.

2.3 Smart-Refuel (Auto Reload)

If you enable Smart-Refuel, you authorize an automatic $50.00 charge when your minute balance reaches 90% consumed. Each refill includes 25 bonus minutes (5% bonus). An activation bonus of 150 minutes is granted on first enable. All Smart-Refuel charges are non-refundable. You may disable Smart-Refuel at any time in your account dashboard.

3. Term and Cancellation

The initial subscription term is 12 months. After that, it renews month-to-month until cancelled.

Early Termination Fee: Cancellation before the end of the 12-month initial term incurs a one-time fee of $490.00, which the parties agree constitutes liquidated damages representing a reasonable estimate of our onboarding, configuration, and reserved capacity costs.

Cancellation Notice: You must provide at least 30 days' written notice via the account dashboard before your next billing date to avoid charges for the upcoming cycle.

4. Refund Policy

4.1 Subscription Fees

Monthly subscription fees are charged in advance and are non-refundable once a billing cycle has begun. If you cancel your subscription, you will retain access to the Service through the end of your current paid billing period.

4.2 Setup Fee

The one-time setup fee is non-refundable. However, the setup fee is credited back to your account in equal monthly installments over the initial 12-month term. If you cancel before the 12-month term ends, any remaining uncredited portion is forfeited.

4.3 Smart-Refuel Charges

All Smart-Refuel auto-reload charges are non-refundable. Purchased minutes remain available through the end of your current billing cycle.

4.4 Requesting a Refund

To request a refund for billing errors or unauthorized charges, contact us at sales@loom-company.com within 14 days of the charge. We will review your request and respond within 5 business days. Approved refunds will be returned to your original payment method within 7–10 business days.

4.5 Service Credits

Service credits issued under the SLA (Section 7) are applied to future invoices and cannot be converted to cash refunds.

5. TCPA Compliance

You represent and warrant that before routing any call to the Loom AI system, you have obtained all legally required consents, including "prior express written consent" as defined under the Telephone Consumer Protection Act (TCPA), 47 U.S.C. § 227. You are solely responsible for managing opt-in/opt-out preferences and processing "STOP" requests.

You agree to indemnify and hold harmless Haikou Zhiji Technology Co., Ltd. from any claims, fines, or penalties arising from your failure to obtain required consents or violation of the TCPA or similar laws.

6. AI Disclosure and Call Recording

The Loom AI assistant will identify itself as an AI at the start of each call, in compliance with California Business & Professions Code § 17940 et seq. (SB 1001).

You are solely responsible for providing any required call recording disclosures to callers before routing calls to our service, including compliance with two-party consent laws (e.g., California Penal Code § 632).

7. Service Level Agreement

We target 99% monthly uptime, excluding scheduled maintenance (24 hrs notice), force majeure events, and outages caused by third-party providers. If availability falls below 99% in a billing month, your sole remedy is a pro-rated service credit. No cash refunds are issued.

8. Intellectual Property

We retain all rights in the Service, including AI models, algorithms, prompts, and software. You receive a limited, non-exclusive, non-transferable license to use the Service for your internal business operations. You may not reverse engineer, resell, or use the Service to develop competing AI systems.

9. Disclaimer of Warranties

10. Limitation of Liability

11. Dispute Resolution

These Terms are governed by the laws of the State of New York, without regard to conflict-of-law principles. Any dispute shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) in New York, NY. You waive any right to participate in a class action lawsuit or class-wide arbitration.

12. Changes to These Terms

We may update these Terms by providing 30 days' notice to your registered email address. Continued use of the Service after the notice period constitutes acceptance of the updated Terms.