Terms of Service

1. Business use only

The Platform is a business-to-business service. It is offered only to insurance agents, agencies and lead generation companies acting in the course of their business, and not to consumers. By using it you confirm that you are at least 18 years old, that you act for a business, and that the information you give us is accurate.

2. What the Platform does

The Platform connects inbound phone calls from people interested in insurance (“Callers”), generated by third-party publishers (“Publishers”), with licensed agents and agencies who pay for those calls (“Buyers”). We currently offer final expense insurance calls; other lines may be added later.

We route calls automatically based on the settings you choose (offer, licensed states, hours, balance and availability). We don't guarantee any number of calls, any Caller's eligibility or intent, or any sale, and we are not a party to any insurance transaction between you and a Caller.

3. Accounts and security

• You are responsible for everything done under your account and for keeping your credentials private. Sign-in may require a code sent to your email.
• Agency owners are responsible for the agents they add and for the funds they transfer to them.
• Tell us right away at contact@elitecallflow.com if you think your account has been accessed without permission.

4. Your obligations as a Buyer

• Hold and maintain every license required to discuss and sell the insurance products involved, in each state where you accept calls, and keep your licensed states accurate in the Platform.
• Comply with all laws that apply to you, including insurance laws and regulations, the Telephone Consumer Protection Act (TCPA), the Telemarketing Sales Rule, state telemarketing and do-not-call rules, and call recording consent laws.
• Be truthful with Callers, never misrepresent who you are or the products you offer, and honor any request not to be contacted again.
• Use Caller information only to answer that Caller's insurance inquiry. Don't sell, share or resell Caller information or calls.
• Log the outcome of each call you answer, when the Platform asks for it.

5. Prepaid credits, pricing and billing

• Calls are paid from a prepaid balance (credits) that you fund through our payment provider. Your first deposit may require a minimum amount shown on the Billing page.
• Each call type has a price shown in the Platform. A call is billable only once the connected conversation reaches the billable duration shown for that call type (for example 90 seconds). Shorter or unanswered calls aren't charged.
• The price charged is the one in effect when the call is routed to you. We may change prices for future calls at any time; the new price shows in the Platform before it applies.
• Promotional credits and discounts apply only as described when granted and have no cash value.
• Credits aren't a bank account, don't earn interest and can only be used to buy calls on the Platform. Refunds are governed by our Refund Policy.

6. Call disputes

You can dispute a billed call from your Call Logs within 72 hours of the call, for one of the reasons listed there (for example a caller who didn't qualify, a duplicate, the wrong language or dead air). We review disputes in good faith, including the recording and transcript, and our decision is final. An approved dispute credits the call's price back to your balance.

7. Caller number protection

The Caller's phone number is shown only once a call has reached its billable duration. Trying to get around this, for example by ending calls early to avoid being billed and then contacting the Caller directly, is a material breach of these Terms. It allows us to charge the call, suspend or close your account, and keep any remaining balance to cover our losses.

8. Recordings, transcripts and AI reports

Calls are recorded, and Callers hear a recording notice before they are connected. Recordings may be transcribed and analyzed with artificial intelligence tools. Sensitive details such as payment card, bank account and Social Security numbers are masked in transcripts. We use recordings, transcripts and reports for quality control, dispute resolution, fraud prevention and to improve the Platform, and we share call reports with the Publisher that generated the call. Our Privacy Policy explains more.

9. Publishers

Publishers who send calls through the Platform do so under a separate written agreement with us, which governs their payouts and obligations. Publishers must obtain every consent required by law from Callers before sending calls, and send only calls that comply with applicable laws. These Terms also apply to Publishers' use of the Platform, where the separate agreement doesn't say otherwise.

10. Acceptable use

• No unlawful, deceptive or abusive use, and no use that violates the rights of Callers or third parties.
• No attempt to access accounts or data that aren't yours, to disrupt the Platform, or to copy, scrape or reverse-engineer it.
• No automated or bulk use beyond what the Platform and its API are designed for.

11. Suspension and termination

You can stop using the Platform at any time. We may suspend or close an account, with or without notice, if we reasonably believe it breaches these Terms or the law, puts Callers, Publishers or the Platform at risk, or if a payment is disputed or reversed (see the Refund Policy). Sections that by their nature should survive termination (billing, disputes, liability, indemnity, governing law) survive it.

12. Intellectual property

The Platform, its software, scripts and content belong to us or our licensors. We grant you a limited, non-exclusive, non-transferable right to use the Platform for your business while your account is in good standing. Feedback you give us can be used freely.

13. Disclaimers

The Platform is provided “as is” and “as available”. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We don't warrant that the Platform will be uninterrupted or error-free, or that calls will meet your expectations. Telephone and internet services depend on third parties outside our control.

14. Limitation of liability

To the fullest extent permitted by law, we won't be liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, sales or data. Our total liability for any claim relating to the Platform is limited to the amounts you paid us for calls in the three (3) months before the event giving rise to the claim.

15. Indemnification

You will defend, indemnify and hold us harmless from any claims, damages, fines and costs (including reasonable attorneys' fees) arising from your use of the Platform, your dealings with Callers, or your breach of these Terms or of any law, including insurance and telemarketing laws.

16. Governing law and disputes

These Terms are governed by the laws of the State of New Mexico, without regard to its conflict-of-laws rules. Any dispute relating to these Terms or the Platform will be brought exclusively in the state or federal courts located in New Mexico, and you consent to their jurisdiction.

17. Changes

We may update these Terms. We'll show the new date at the top of this page and, for material changes, let you know by email or in the Platform. Continuing to use the Platform after a change means you accept it.

18. Contact

Elite Call Flow LLC, 1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, USA. Email: contact@elitecallflow.com. See also our Privacy Policy and Refund Policy.