Terms of Service

These Terms of Service are a binding agreement between you and Backstop Mobile (“Backstop,” “we,” “us,” or “our”). They govern your use of Backstop’s websites, mobile voice, text and data service, applications, AI call handling, integrations, eSIMs and SIMs, phone numbers, and related services (collectively, the “Service”).

By starting a trial, creating an account, accepting these Terms, activating or using a line, or paying for the Service, you agree to these Terms and our Privacy Policy. If you use the Service for a business or organization, you confirm that you have authority to bind it. “You” includes that organization and every person you authorize to use the account.

Plan details and transaction disclosures shown when you enroll are part of this agreement. If a plan-specific disclosure conflicts with these Terms, the plan-specific disclosure controls for that transaction. Nothing in these Terms limits rights that cannot be waived under applicable law.

You must be at least 18 years old, legally able to enter a contract, and able to meet the device, service-address, and other eligibility requirements shown during setup. The standard plan is prepaid and does not require a credit check, Social Security number, or employer identification number.

Provide accurate, current information and keep it updated. Protect your password, authentication codes, transfer PINs, devices, eSIMs, SIMs, and other credentials. Tell us promptly if you suspect unauthorized access, a lost or stolen device, SIM fraud, or an unauthorized port.

The account owner is responsible for charges, settings, content, instructions, and activity by administrators, members, employees, contractors, and other authorized users. We may rely on an instruction from a person who successfully authenticates to the account unless we know the request is unauthorized.

The standard Backstop plan combines a mobile phone line with AI-powered software. It includes domestic talk, text and data; 5G and LTE access where coverage is available; Wi-Fi Calling; hotspot; MMS and group messaging; voicemail; call forwarding; caller ID; conference calling; AI call handling; transcripts and summaries; tasks and follow-up tools; and included integrations.

Backstop obtains wireless access and related capabilities through third-party carrier and connectivity partners. Features depend on compatible devices, coverage, network conditions, permissions, operating-system support, third-party systems, and the plan shown at purchase. Some included features require setup, a connected integration, or your authorization.

International connectivity, physical SIM cards, devices, and separately quoted products or services are not included in the standard $99 plan unless the enrollment disclosure says otherwise.

Your seven-day free trial begins when Backstop activates your trial line. A valid payment method is required. Before activation, we will show you when the trial ends, the recurring price, and how to cancel.

You may test Backstop with a new number and eSIM while keeping existing service active on a compatible dual-eSIM device. If you do not continue with paid Service, the trial number and associated Customer Content are deleted as described in the Privacy Policy. A temporary trial number may be released and reassigned and may not be recoverable.

Coverage, performance, features, and number eligibility during a trial remain subject to these Terms. We may limit or end a trial affected by fraud, abuse, technical incompatibility, or a violation of these Terms.

After the trial, the standard plan costs $99 per line per month, billed in advance. The standard plan is month to month and automatically renews each month until you cancel. On each renewal date, you authorize Backstop and its payment processor to charge the payment method on file for the then-current price and any separately authorized charges.

The advertised standard-plan price includes activation, eSIM, number-porting, and the taxes or regulatory fees Backstop is required to collect for that plan. International service, physical SIM cards, devices, and separately quoted products or services are not included in the standard plan. Backstop discloses their price before you authorize a purchase. For multi-line pricing, contact [email protected].

Keep your payment information current. If a payment fails, we may retry the payment, ask you to update the payment method, limit paid features, or suspend or terminate Service after any notice required by law. You remain responsible for valid charges already incurred.

We will give at least 30 days’ advance notice before increasing the recurring monthly price for an existing line. A promotional or separately quoted price may have its own duration and conditions disclosed when you accept it.

You may cancel through the Backstop app or by emailing [email protected]. Cancellation stops the next automatic renewal. Paid Service ordinarily remains available through the end of the current billing period unless you request immediate deactivation. If you want to keep a Backstop number, complete the port-out before the line is deactivated.

Except where required by law, stated in a written promotion, or necessary to correct a verified billing error, charges are nonrefundable and are not prorated for partially used billing periods, unused Service, purchased international service, or physical SIMs that have shipped.

If Backstop ends paid Service without cause before the end of a prepaid billing period, we will provide a prorated refund or account credit for the unused days. No refund is due when Service is suspended or terminated for nonpayment, fraud, unlawful use, abuse, or another material violation of these Terms. We may provide other credits in our discretion without creating an obligation to do so again.

You need a carrier-unlocked, compatible device that passes Backstop’s compatibility check. Backstop supports compatible iOS and Android phones. Dual-eSIM capability is required only if you want another carrier active on the same device while testing or using Backstop.

An eSIM, physical SIM, activation credential, or network profile we provide is subject to Backstop’s and our carrier partners’ technical controls. Do not clone, alter, resell, reverse engineer, or transfer it except through an authorized process. You can request a physical SIM from support. Physical SIMs are not included in the standard plan.

You are responsible for your device, its software, lawful configuration, and data stored on it. If a device is lost or stolen, log in to deactivate its eSIM or contact support. You can transfer a Backstop eSIM to another compatible device, and support can help with the transfer.

Coverage maps and estimates are approximations, not guarantees. Actual voice quality, data speed, latency, and availability vary with location, terrain, buildings, weather, device, radio conditions, network technology, congestion, maintenance, power, software, and the facilities of carrier partners and other third parties.

The Service may be unavailable, delayed, degraded, or interrupted. A failure of the Backstop app or an AI feature does not necessarily disable underlying wireless calling, but no component is guaranteed to operate without interruption. Do not use the Service where a delay, failure, or error could create an unreasonable risk of death, injury, property damage, or other serious harm.

We may change carrier partners, network configurations, coverage, supported technologies, plans, or features for legitimate business, technical, security, legal, or network reasons. We will provide notice required by law before a material price increase or material reduction to paid Service. If you do not agree to a material change, you may cancel before it takes effect.

Each standard line includes unlimited domestic talk, sent and received text messages, and data without ordinary per-unit overage charges, subject to this section. “Unlimited” does not mean that capacity, speed, prioritization, or use is without reasonable limits.

• Data. After a line uses 20 GB in a billing period, Backstop or its carrier partners may reduce or deprioritize data for the rest of that period. The line will not be disconnected solely for reaching 20 GB. Hotspot data counts toward the 20 GB threshold, and there is no separate hotspot allowance.
• Voice. After a line uses 5,000 call minutes in a billing period, Backstop may review the usage and limit affected Service for the rest of that period, particularly when usage appears automated, abusive, fraudulent, unlawful, or inconsistent with ordinary person-to-person or business communications. Calls to 911 do not count toward this threshold.
• Messaging. After a line sends 3,000 text messages in a billing period, Backstop may review the usage and limit affected Service for the rest of that period under the same standards.

Usage resets at the beginning of each monthly billing period. We and our carrier partners may also manage traffic to address congestion, protect network security, prevent spam or fraud, comply with law, preserve Service for other users, or respond to emergencies. Management may include deprioritization, speed reduction, filtering malicious traffic, or temporary restrictions. No minimum speed or latency is guaranteed.

We may act before a threshold is reached when reasonably necessary to stop unlawful, fraudulent, harmful, or abusive use. The thresholds do not create separate limits on AI minutes or individual call duration.

You may not use the Service, or help another person use it, to:

• break the law, violate another person’s rights, or evade a legal or regulatory obligation;
• send unlawful or non-consensual telemarketing, robocalls, spam, bulk messages, fraudulent messages, or caller-ID spoofing;
• harass, threaten, exploit, deceive, defame, or impersonate another person or organization;
• intercept communications, record or transcribe people without required notice or consent, or conduct unlawful surveillance;
• infringe intellectual-property, privacy, publicity, confidentiality, or data-protection rights;
• resell or provide the Service as a telecommunications service to third parties without our written permission;
• damage, probe, disrupt, overload, bypass, or gain unauthorized access to the Service, a network, account, device, eSIM, API, or security control;
• generate artificial traffic, traffic pumping, fraudulent activations, SIM-box traffic, malware, or other activity inconsistent with genuine communications; or
• use AI features for unlawful discrimination or to provide emergency or regulated professional services without appropriate qualified human oversight.

Backstop-authorized automation is permitted when used lawfully and within the controls we provide. You remain responsible for consent, contact lists, content, opt-outs, and compliance with telemarketing, automated-calling, messaging, recording, and industry-specific laws.

A phone number assigned through the Service is a limited right to use that number, subject to your legal porting rights. Numbering authorities, carrier partners, or technical requirements may require a number change or reassignment. Caller ID, short codes, verification messages, toll-free behavior, and third-party recognition of a number may be delayed or unavailable.

You can request a port for a mobile, landline, VoIP, or toll-free number. Backstop confirms eligibility before starting the transfer. Eligibility and timing depend on the current provider, number type, location, account status, and accurate information. You will usually need the current account number, transfer PIN, and billing information. You authorize Backstop and its partners to use that information to perform the port.

Keep the old service active until the port completes. We do not guarantee a completion time, scheduled time, or uninterrupted service. Incorrect information, security controls, carrier rejection, or complex number types can cause delays. Back up voicemail and other important information before a port because those items may not transfer.

You may port an eligible number away from Backstop at any time, subject to identity and account-security checks. Do not cancel Backstop until the receiving provider confirms completion. Completing a port-out ends Service for that number and does not create a refund for the current billing period.

When speaking with a 911 operator, provide your location and callback number even if your device appears to transmit that information automatically. Do not ask the AI assistant to contact emergency services for you.

911 availability and location accuracy depend on your device, battery, radio or Wi-Fi connection, network coverage, location settings, carrier systems, and the receiving emergency center. A call may be delayed, misrouted, disconnected, or accompanied by incomplete or inaccurate location information during an outage, congestion event, device or SIM failure, activation problem, power failure, or loss of connectivity.

You must provide and keep current the emergency-service address requested during setup, particularly for Wi-Fi Calling. If you use Wi-Fi Calling from another location without updating the registered address, a 911 call may be routed to the wrong emergency center or display the wrong location. Emergency numbers and capabilities outside the United States vary; determine and use the local emergency number when traveling.

You authorize Backstop, its carrier partners, and emergency-service providers to transmit and use your phone number, registered address, device-derived location, and other information reasonably needed to route and respond to an emergency communication.

International calling, texting, data, and roaming are not included in the standard $99 plan. Backstop provides international connectivity through partners. These services are priced separately and are subject to the availability, rates, country restrictions, device requirements, fair-use terms, and local laws disclosed before activation or charge.

International and roaming Service may be delayed, blocked, slowed, or unavailable. Incoming communications, background data, voicemail, premium numbers, maritime or airborne networks, and satellite connections may be charged differently. Review the applicable terms before use.

You can configure when the AI assistant answers, ring timing, business hours, VIP rules, its introduction, voice and tone, questions, and other instructions. Callers can request a human, be transferred to a teammate, or leave a message, and an authorized user can take over an active AI call.

AI output can be incomplete, inaccurate, delayed, or inconsistent. The assistant may misunderstand a caller, create an incorrect transcript or summary, fail to flag urgency, or provide an unsuitable suggestion. Verify material facts before relying on AI output. Backstop does not promise that AI output is unique, error-free, or fit for a particular purpose.

The AI assistant is not an emergency service and is not a lawyer, doctor, accountant, engineer, dispatcher, or other licensed professional. Do not rely on it for emergency response or regulated professional advice. The Service is not designed for protected health information or payment-card details; do not configure the assistant to collect that information.

By default, Backstop prepares drafts and recommended follow-up actions but waits for your approval before sending a text, placing an outbound call, creating or changing a calendar event, issuing an estimate or invoice, or writing to an integrated service. You can separately enable automatic execution for a selected category of action.

You may change or revoke automatic-action permissions at any time. You are responsible for the instructions, limits, prices, availability, contact information, and permissions you provide. An action completed through a carrier, recipient, payment system, or third-party integration may not be reversible even if Backstop offers an undo control.

An authorized action may create a commitment to a caller, including an appointment, price, arrival window, or statement of availability. Monitor your settings and results. We may require approval or decline an instruction we reasonably believe is unsafe, unlawful, fraudulent, technically unsupported, or outside the configured permission.

The assistant can place an outbound call when an authorized user asks it to. You are responsible for prior consent, identification, required disclosures, contact times, do-not-call obligations, opt-outs, and all other laws that apply to calls or texts using an artificial or prerecorded voice or automated technology.

Backstop transcribes and summarizes AI-answered, user-answered, and outbound calls by default. You can opt out individual calls or numbers or turn transcription off during a live call. Audio recording is a separate optional feature and operates only when enabled.

You are responsible for determining when notice or consent is required and for obtaining all legally required consent from callers, callees, employees, contractors, and other participants before using transcription or recording. The assistant’s identification of itself as a digital assistant does not by itself satisfy every recording or transcription law.

Do not transcribe or record a communication when you lack lawful authority to do so. You must honor participant requests and configure the Service consistently with your policies and the laws of every jurisdiction involved.

“Customer Content” includes call audio when recording is enabled, transcripts, summaries, messages, voicemail, notes, contacts, prompts, business information, integration data, tasks, and other information you provide or create through the Service. You retain your rights in Customer Content.

You grant Backstop a limited, worldwide license to host, transmit, process, reproduce, and display Customer Content as needed to provide, secure, support, and improve the Service in accordance with our Privacy Policy and your settings. You represent that you have the rights, authority, and permissions needed for the Customer Content and instructions you provide.

You can correct or edit records, search and share calls, export records in CSV or ZIP format, and delete calls. Deleting content may not immediately remove it from backups, fraud-prevention records, legal holds, or records we must retain. The Privacy Policy explains our collection, use, disclosure, retention, and deletion practices.

Backstop connects with Google and Outlook calendars, email and contacts; QuickBooks; Jobber; ServiceTitan; Housecall Pro; route-planning and supplier-lookup services; common CRMs; and Zapier. Backstop also provides an API and webhooks. The app and website identify the integrations and actions available to your account.

You choose which accounts and permissions to connect. Based on the permissions you grant, Backstop reads and writes connected data and performs authorized actions in the third-party service. You are responsible for the third-party account, its permissions, its data, and the consequences of authorized writes.

Third-party services are governed by their own agreements and privacy practices. Backstop does not control their availability, accuracy, security, changes, or use of data. We may suspend or remove an integration if the provider changes access, the integration creates a security risk, or continued support is not practical.

Backstop accounts support owner, administrator, and member roles, multiple members, multiple lines, and shared business lines. Permissions differ by role. Calls to a shared line appear in each assigned team member’s call history. Calls ring all assigned numbers by default, or you can route them to different teammates on a schedule.

The account owner controls membership and is responsible for assigning appropriate roles, removing access promptly, obtaining workplace notices and consents, and ensuring authorized users comply with these Terms. Owners and administrators can manage team membership, roles, shared lines, routing, and account settings.

We may limit, suspend, or terminate all or part of the Service if you do not pay, materially breach this agreement, create a security or network risk, use the Service unlawfully, threaten or harm others, engage in fraud or abuse, or if a carrier partner or law requires action.

When practical, we will give notice and a reasonable opportunity to cure. We may act immediately without advance notice to protect people, emergency services, numbers, networks, accounts, or legal obligations. Investigation or suspension does not waive amounts validly owed.

When Service ends, your license ends and access to features, numbers, eSIMs, integrations, and Customer Content may stop. Arrange any port-out before deactivation. Provisions that by their nature should continue—including payment obligations, ownership, disclaimers, liability limits, indemnification, disputes, and general terms—survive.

Subject to these Terms, Backstop grants you a limited, non-exclusive, non-transferable, revocable license to install and use supported applications and software solely to access the Service. Backstop and its licensors retain all rights in the software, designs, models, workflows, documentation, trademarks, and technology.

You may not copy, sell, sublicense, lease, reverse engineer, decompile, defeat technical controls, extract models or training data, conduct unauthorized security testing, or create a competing service from protected portions of the Service, except to the limited extent a restriction is prohibited by law.

If you provide feedback, you grant Backstop a perpetual, worldwide, royalty-free right to use it without restriction or compensation, provided we do not publicly identify you without permission. Open-source components and app-store terms may carry separate licenses.

To the fullest extent permitted by law, the Service is provided “as is” and “as available.” Backstop disclaims implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, uninterrupted Service, and accuracy.

We do not warrant that coverage, ports, messages, calls, AI output, integrations, transcripts, summaries, alerts, security controls, or data recovery will always be available, timely, accurate, or error-free. These disclaimers do not limit an express written warranty, a nonwaivable consumer right, or liability that cannot lawfully be excluded.

To the fullest extent permitted by law, Backstop’s total aggregate liability arising from or related to the Service during any 12-month period will not exceed the greater of $500 or the amount you paid Backstop for the affected Service during the 12 months before the event giving rise to the claim.

These exclusions and limits do not apply to fraud, willful misconduct, gross negligence, death or personal injury caused by negligence, your payment obligations, obligations under the Indemnification section, or liability that applicable law does not permit to be excluded or limited.

To the extent permitted by law, you will defend, indemnify, and hold harmless Backstop and its affiliates, personnel, and service providers from third-party claims, damages, judgments, penalties, fines, costs, and reasonable attorneys’ fees arising from: (a) content, data, contact lists, prompts, or instructions you provide; (b) use of the Service by you or your authorized users in violation of these Terms, law, or another person’s rights; (c) failure to obtain required consent for calls, texts, transcription, recording, or data processing; or (d) an AI action you approved or enabled for automatic execution.

This obligation does not apply to the extent a claim was caused by Backstop’s gross negligence, willful misconduct, or violation of law. If you use the Service solely for personal or household purposes, this section applies only to claims resulting from your fraud, intentional misconduct, or knowing violation of law.

Backstop will give reasonable notice of an indemnified claim and may control its defense, but will not settle a claim in a way that admits wrongdoing by you or imposes a nonmonetary obligation on you without your consent.

Before filing arbitration, the party asserting a dispute must send an individualized written notice describing the account, relevant facts, requested relief, and a reasonable calculation of any requested payment. You may email a notice to [email protected] with the subject “Dispute Notice.” Backstop may send a notice to the email address associated with your account. The parties will attempt in good faith to resolve the dispute for 60 days, and applicable limitation periods are tolled during that period.

Except for an individual claim eligible for small-claims court and any claim that applicable law does not permit to be arbitrated, every dispute arising from or relating to these Terms or the Service will be resolved by binding individual arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules. The Federal Arbitration Act governs this agreement to arbitrate. The AAA Mass Arbitration Supplementary Rules apply when their requirements are met.

One neutral arbitrator will decide the dispute and may award the same individual relief a court could award. Proceedings may occur by documents, telephone, or video unless the arbitrator determines that an in-person hearing is necessary. Any in-person consumer hearing will take place in the county of your billing address. Fees will be allocated under the AAA Consumer Arbitration Rules, and Backstop will pay amounts those rules require it to pay. Backstop will not seek attorneys’ fees from a consumer unless the arbitrator determines that the claim was frivolous or brought in bad faith under applicable law.

Either party may bring an eligible individual claim in small-claims court. You may opt out of arbitration by emailing [email protected] within 30 days after you first accept these Terms. Include your name, account email, Backstop phone number, and a clear statement that you opt out of arbitration. Opting out will not affect your Service.

For matters not governed by the Federal Arbitration Act, the laws of the state associated with your billing address apply, without regard to conflict-of-law rules. A non-arbitrable dispute may be filed in a court with jurisdiction where you reside. This section survives cancellation or termination and does not prevent you from bringing an issue to a government agency.

Communications. We may send authentication codes, activation instructions, billing notices, porting updates, security alerts, service messages, and agreement changes to your account, email address, phone number, in-app inbox, or device. Keep your contact information current. Marketing communications remain subject to separate consent and opt-out rights.

Changes to these Terms. We may update these Terms as the Service, technology, business, or law changes. We will post the updated Terms and revise the effective date. We will provide additional notice before a material change takes effect when required by law. Changes to dispute terms do not apply retroactively to a dispute that arose before the change.

Assignment. You may not assign this agreement or transfer an account without our written consent, except through an authorized business-transfer process. Backstop may assign this agreement in connection with a merger, financing, reorganization, sale of assets, or transfer to an affiliate, subject to applicable law.

Severability and waiver. If a provision is unenforceable, it will be enforced to the maximum extent permitted and the rest of the agreement remains in effect, except where the Dispute Resolution section specifies a different result. A failure to enforce a provision is not a waiver.

Events beyond reasonable control. Backstop is not responsible for delay or failure caused by events outside reasonable control, including disasters, war, civil unrest, labor disputes, government action, power or Internet failures, cyberattacks, equipment shortages, public-safety events, or carrier-network failures. This does not excuse obligations that cannot be limited by law.

Entire agreement. These Terms, the Privacy Policy, and the plan and transaction disclosures you accept are the entire agreement about the Service and replace prior statements on the same subject. Headings are for convenience. “Including” means “including without limitation.” Electronic records and signatures may be used to the extent permitted by law.