Terms of Service

1. Billable Lead Definition

A "Billable Lead" is defined as a qualified contact initiated by a homeowner through calls or SMS to your assigned phone number serviced by Chappie.bot that meets the following criteria:

Phone Calls:

The caller remains connected with the Chappie.bot AI answering system (referred to as "Tiffany" or "John") for at least 20 seconds. This minimum duration ensures the AI has sufficient time to greet, qualify, and collect essential lead information such as the caller's name, contact details, and job description. Calls disconnected before 20 seconds will not be considered billable leads.

SMS Messages:

A billable SMS lead requires that the homeowner sends a service-related inquiry message that triggers a two-way text conversation. Specifically: the homeowner sends an initial message containing a request or question related to the contracted home service, the Chappie.bot AI responds, and the homeowner replies at least once more, resulting in a minimum of two exchanged messages. Messages identified as spam, irrelevant texts, or single-word greetings without service context will not be billed.

2. Call Transfers and Live Agent Handling

Calls that meet the above thresholds and are successfully transferred from the AI to a live contractor or their staff are billable leads. If the call is transferred but not answered by your team (e.g., no pickup, hang-up before conversation), the lead will not be billed.

3. Documentation and Transparency

All billable leads, including call timestamps, durations, and where applicable conversation transcripts, will be logged and accessible through your Chappie.bot dashboard. You are encouraged to regularly review these records to verify billed leads and monitor your volume and engagement.

4. Dispute Resolution

If you believe a lead was incorrectly billed or does not meet the above definition, please notify Chappie.bot Support within 7 calendar days of the billing date with your dispute details. Disputes filed outside the 7-day window may not be eligible for review or credit. Chappie.bot will review disputes promptly and, if justified, issue billing adjustments accordingly.

5. Billing Timelines and Charges

Billable leads are charged on a weekly basis via Stripe metered billing according to your agreed rate plan. No additional fees beyond the per-lead charges outlined will be applied.