Terms of Service

Effective Date: April 3, 2026  ·  Loom Technology (Haikou Zhiji Technology Co., Ltd.)

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

1. The Service

Loom AI Voice 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. Third-Party AI Services and Independence

Loom AI Voice is also an independent product and is not affiliated with Loom.com (Loom, Inc.) or any other company using the "Loom" name. Our AI voice receptionist service is a distinct product developed and operated solely by Haikou Zhiji Technology Co., Ltd.

3. Payment and Billing

3.1 Payment Processor

All payments are processed by our authorized third-party payment processor, Creem. By subscribing, you agree to Creem's payment processing terms in addition to these Terms. Charges will appear on your statement as "LOOM TECHNOLOGY" or similar. We do not store, transmit, or have access to your full payment card details. Creem is PCI-DSS Level 1 certified; all card data is handled exclusively by Creem's secure infrastructure.

3.2 Subscription Plans

Item	Flex (PAYG)	Standard	Annual
Monthly fee	$19.00 / month (after 7-day free trial)	$249.00 / month	$2,399.00 / year (~$199.92/month)
Included minutes	None (all usage at $0.60/min)	1,500 / month	1,500 / month
One-time setup fee	$99.00	$99.00 (credited back over 10 months)	$99.00 (credited back over 10 months)
Day-1 charge	$99.00	$328.00 (setup + first month after credit)	$99.00 + $2,399.00
Contract term	None	12 months	12 months (annual payment)
Early Termination Fee	None	$499.00	$499.00

Base minutes (1,500) reset at the start of each billing cycle and do not roll over. Flex plan users have no base minutes; all usage is billed per minute. By subscribing to any plan, you authorize us and Creem to charge your payment method for all subscription, platform, overage, and per-minute fees without requiring additional per-charge consent.

3.3 Overage Billing

Usage exceeding 1,500 Base Minutes per cycle (Standard and Annual plans) is billed at the following tiered rates:

Overage Range	Standard Plan	Annual Plan
1–1,000 minutes	$0.10 / min	$0.08 / min
1,001–3,000 minutes	$0.08 / min	$0.08 / min
3,001+ minutes	$0.06 / min	$0.06 / min

Flex plan users are charged $0.60 per minute for all usage. There are no overage tiers for Flex plans.

All minutes are calculated on a 60/60 rounding basis (partial minutes rounded up to the next full minute).

3.4 Auto-Renewal Notice

Your subscription automatically renews at the end of each billing period. We will send a renewal reminder email to your registered address at least 30 days before your annual term renewal, and at least 7 days before each monthly renewal. If you do not wish to renew, you must cancel before the renewal date per Section 4.

3.5 Chargeback and Dispute Procedures

If you believe a charge is incorrect, please contact us at support@loom-us.com before initiating a chargeback with your bank. We will investigate and respond within 3 business days. You have up to 30 days from the charge date to raise a billing dispute with us directly.

If you initiate a chargeback without first contacting us, we reserve the right to suspend your account pending resolution and may provide transaction evidence to your bank or Creem. Fraudulent chargebacks may result in permanent account termination.

3.6 Flex (Pay-As-You-Go) Plan Provisions

The Flex plan includes a 7-day free trial period beginning on the date of account activation. During the trial, you may use the Service at no charge beyond the one-time setup fee ($99.00). After the trial period ends, a recurring platform fee of $19.00/month is charged automatically, plus $0.60 per minute of call usage.

The Flex plan has no minimum contract term and no Early Termination Fee. You may cancel at any time; cancellation takes effect at the end of the current billing period. The one-time setup fee is non-refundable for Flex plan subscribers unless you upgrade to a Standard or Annual plan, in which case remaining setup fee credits will apply.

4. Term and Cancellation

The initial subscription term for Standard and Annual plans is 12 months. After the initial term, Standard plans renew month-to-month until cancelled. Flex plans have no minimum term and may be cancelled at any time.

Early Termination Fee (Standard and Annual plans only): Cancellation before the end of the 12-month initial term incurs a one-time fee of $499.00, which the parties agree constitutes liquidated damages representing a reasonable estimate of our onboarding, configuration, and reserved capacity costs. A pro-rata credit for any unused portion of the then-current paid period beyond the ETF will be applied to your final invoice. Flex plan subscribers are not subject to an Early Termination Fee.

Waiver: The Early Termination Fee will be waived if a written cancellation request is submitted at least 30 days in advance.

How to Cancel: You may cancel your subscription by:

• Using the "Cancel Subscription" button located in Account Settings within the Loom AI Voice mobile application; or
• Sending a written cancellation request to support@loom-us.com at least 30 days before your next billing date.

Cancellation takes effect at the end of your current billing period. You will retain access to the Service until that date.

5. Refund Policy

5.1 Subscription Fees

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

5.2 Setup Fee

The one-time setup fee is non-refundable. For Standard and Annual plans, it is credited back in equal monthly installments over 10 months ($9.90/month). Flex plan setup fees are non-refundable and non-creditable unless the subscriber upgrades to a Standard or Annual plan. If you cancel before the credit period ends, any remaining uncredited portion is forfeited.

5.3 Requesting a Refund

To request a refund for billing errors or unauthorized charges, contact support@loom-us.com within 14 days of the charge. We will review and respond within 3 business days. Approved refunds will be returned to your original payment method via Creem within 7–10 business days.

5.4 Service Credits

Service credits issued under the SLA (Section 9) are applied to future invoices and cannot be converted to cash refunds.

6. TCPA Compliance and Shared Responsibility

You represent and warrant that before routing any call to the Loom AI Voice 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.

Both parties agree to cooperate in good faith to address any TCPA compliance issues that arise in connection with the Service. We will provide reasonable assistance to help you implement compliant consent workflows and call disclosure scripts. Each party is responsible for its own independent compliance obligations under applicable telecommunications law.

You agree to indemnify and hold harmless Haikou Zhiji Technology Co., Ltd. from any third-party claims, fines, or penalties arising from your failure to obtain required consents or your violation of the TCPA or similar state telecommunications laws. This indemnification obligation does not extend to claims caused directly by our platform's technical failure to implement agreed-upon consent scripts.

7. Acceptable Use Policy

You may use the Loom AI Voice service solely for lawful business purposes. By using the Service, you agree not to use it for any of the following prohibited activities:

• Harassment or abuse: Using the AI to harass, threaten, intimidate, or engage in abusive behavior toward callers or third parties.
• Fraud or deception: Impersonating another individual, business, or government entity; collecting caller information under false pretenses.
• Illegal recording: Recording calls without required disclosures or consent in violation of applicable law (see Section 8).
• NSFW or explicit content: Configuring or using the AI to generate, transmit, or solicit sexually explicit, obscene, or otherwise inappropriate content.
• Unlawful activities: Using the Service in connection with any activity that violates federal, state, or local law, including the TCPA, FTC regulations, or applicable consumer protection laws.
• Automated spam: Using the Service to conduct unsolicited outbound call campaigns or robocalling in violation of applicable law.
• Reverse engineering: Attempting to extract, replicate, or reverse engineer the underlying AI models, prompts, or system architecture.

Loom AI Voice is an independent product and is not affiliated with, endorsed by, or sponsored by any third-party AI model provider. Violation of this Acceptable Use Policy may result in immediate suspension or termination of your account without refund.

8. AI Disclosure and Call Recording

The Loom AI Voice 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).

9. Data Processing

Our collection and processing of personal data is governed by our Privacy Policy, which includes a Data Processing Agreement (DPA) in Section 9. By subscribing to the Service, you enter into the DPA as the data controller, and Loom Technology acts as your data processor. You are responsible for ensuring your use of the Service complies with applicable data protection laws, including the CCPA, GDPR (where applicable), and any other laws governing your jurisdiction.

10. Service Level Agreement

We target 99% monthly uptime, excluding scheduled maintenance (24 hrs notice), force majeure events, and outages caused by third-party providers.

SLA Credits: If availability falls below 99% in a billing month, you are entitled to request a service credit equal to the pro-rated subscription fee for the downtime period. To claim a credit, submit a request to support@loom-us.com within 14 days of the affected billing period. Credits are applied to your next invoice. No cash refunds are issued for SLA events.

11. 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.

12. Disclaimer of Warranties

13. Limitation of Liability

14. Force Majeure

Neither party shall be held liable for delays or failures in performance resulting from causes beyond their reasonable control, including but not limited to: acts of God, natural disasters, telecommunications outages, government actions, pandemics, strikes, or failures of third-party infrastructure providers. Each party shall promptly notify the other of any force majeure event and use reasonable efforts to resume performance as soon as practicable.

15. 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.

16. Severability

If any provision of these Terms is found by a court or arbitrator of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, and all other provisions of these Terms shall remain in full force and effect.

17. 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.