Terms of Service

These Terms of Service (“Terms”) govern access to and use of RatchetCall, an AI receptionist service for auto repair shops, provided by JoY Development LLC, doing business as FusionTriage (“RatchetCall,” “we,” “us”). By requesting a demo, signing up, or using RatchetCall, you (“Client,” “you”) agree to these Terms.

1. The Service

RatchetCall provides an AI voice receptionist configured to answer inbound calls under your shop’s name, book appointments, respond to routine questions, and send SMS confirmations. The service includes a one-time build/configuration phase followed by an ongoing monthly subscription.

2. Plans & Pricing

• Bay Starter — $297/month
• Shop Pro — $497/month
• Shop Boss — $997/month

A one-time launch/setup fee equal to two times (2×) the selected monthly rate is invoiced separately and covers the initial build of your agent, including call-flow configuration, FAQ mapping, and calendar integration. Founding cohort clients may receive a reduced or waived setup fee at RatchetCall’s discretion; where offered, this discount is locked in alongside a two-year price lock on the monthly rate.

3. Billing & Trial

Your card is authorized at signup but not charged until day 38 of service. You may cancel any time before day 38 to avoid the monthly charge; the launch fee, once invoiced and the build has begun, is non-refundable as it covers work delivered. After day 38, billing proceeds monthly until canceled.

4. Cancellation

Monthly plans may be canceled at any time, effective at the end of the current billing cycle, with no further monthly charges. Cancellation does not refund the one-time launch fee. Upon cancellation, RatchetCall will provide you with the configuration file (“config JSON”) representing your agent’s build — the same foundation we build from — so you retain a usable copy of your shop’s call-flow setup. This export does not include RatchetCall’s underlying internal workflow architecture, automation logic, or shared infrastructure.

5. SMS Terms

By opting in to SMS confirmations or notifications through a RatchetCall-powered line, you and your customers agree to receive text messages related to appointment booking and shop communications.

• Message and data rates may apply.
• Message frequency varies based on activity (bookings, reminders, missed-call notices).
• Reply STOP to cancel at any time; reply HELP for assistance.
• Carriers are not liable for delayed or undelivered messages.

6. Call Recording

Calls to RatchetCall-powered lines may be recorded and transcribed for quality assurance and service delivery. Every agent discloses recording at the start of the call. It is your responsibility as the Client to ensure your own use of any call recordings or transcripts complies with the recording-consent laws of the states in which your customers are located.

7. Acceptable Use

You agree not to use RatchetCall to make unsolicited outbound calls or texts in violation of the Telephone Consumer Protection Act (TCPA) or any applicable telemarketing law, to harass or defraud callers, or to misrepresent the nature of the service to your customers.

8. Service Availability

RatchetCall relies on third-party telephony, voice, and speech-processing infrastructure to deliver voice and SMS functionality. While we design for high availability, we do not guarantee uninterrupted service and are not liable for outages caused by upstream providers.

9. Disclaimer of Warranties

RatchetCall is provided “as is.” We make no warranty that the service will be error-free, that every call will be handled perfectly, or that AI responses will always be accurate. You remain responsible for reviewing your agent’s configuration and correcting any issues identified during onboarding or live use.

10. Limitation of Liability

To the maximum extent permitted by law, RatchetCall’s total liability for any claim arising from use of the service is limited to the amount you paid RatchetCall in the three (3) months preceding the claim. RatchetCall is not liable for indirect, incidental, or consequential damages, including lost revenue from missed or mishandled calls.

11. Indemnification

You agree to indemnify and hold RatchetCall harmless from claims arising out of your misuse of the service, violation of these Terms, or violation of applicable law in your own outbound communications to customers.

12. Governing Law

These Terms are governed by the laws of the State of Tennessee, without regard to conflict-of-law principles.

13. Changes to These Terms

We may update these Terms from time to time. Continued use of the service after changes take effect constitutes acceptance of the revised Terms.