Terms of Use

PATLive Terms of Use

Effective Date: August 1, 2025

These Terms of Use (“Terms”) constitute a legally binding agreement between You (“Customer,” “You,” or “Your”), PATLive, Inc. and Our brand Hosted Numbers (“PATLive,” “Hosted Numbers,” “We,” “Us,” or “Our”). These Terms, together with our Privacy Policy which is incorporated herein by reference (collectively, the “Agreement”), govern Your use of all services provided by PATLive, including (but not limited to) live receptionist services, web chat, outbound calling, SMS/MMS and text messaging, automated telephony features, the Flex platform, and all related software platforms including web and mobile apps (“Services”). By accessing or using Our Services, You agree to be bound by these Terms. If You do not agree to these Terms, do not access any of Our websites, mobile apps or utilize Our Services. 

Agreement

This Agreement will begin when You subscribe to the Services, begin a Free Trial, or accept an invitation as a User to the Services. The Agreement will continue on a month-to-month basis until terminated as defined herein.

Eligibility and Access

You must be at least 18 years old and reside in the United States or Canada to use Our Services. By signing up for Services (including free trials or beta trials), accepting an invitation to be a User on an Account (defined below), or logging into any of PATLive’s applications, including web or mobile apps, You confirm these conditions and agree to provide accurate, updated information.  If You are using Our Services on behalf of a company or other entity, You represent, agree, and warrant that You are authorized to act on behalf of the company/entity and to bind the company/entity to these Terms. 

Using the Services

PATLive provides a variety of Services to Customers that can be customized to their specific requests. The scope of Services may change at any time with the addition or removal of features and may not be available in all areas. Not all features may be available to all Customers.  Access to specific Services or features may be determined by the Services and/or packages You have selected.

All Services are provided “AS IS” and “AS AVAILABLE.” We disclaim any warranties of uninterrupted, error-free, or guaranteed service performance.

Geographic Scope. PATLive services Customers who reside or are headquartered in the United States and Canada. Our calling features accept inbound calls from any number that is not blocked (see Call Blocking, below) and allows dialing to US and Canadian phone numbers.  We reserve the right, in Our sole discretion, to block access to and from specific phone numbers or geographic locations that we deem to be fraudulent or abusive.

Service Interruptions. PATLive will use commercially reasonable efforts to maintain Services on a 24/7/365 basis.  You acknowledge and agree that there may be times when the Services are unavailable, such as scheduled maintenance times, outages, emergency maintenance, unavailability caused by software, hardware or other customers or callers, and causes beyond Our reasonable control.  PATLive will make commercially reasonably efforts to notify You of planned downtime and unavailability of Our Services.  PATLive is not liable for any delays, interruptions or other transmission errors resulting from any lack of Service, whether the cause is from one of those mentioned herein, from third-party causes such as internet or wireless services used by the Customer, from third-party services relied upon by PATLive for operations or for any other reason beyond PATLive’s control.

Receptionist Services. PATLive’s human receptionists work remotely from home offices located in the United States.  They work on PATLive-provided equipment that utilizes commercially reasonable security measures designed to protect against fraud. Our receptionists act solely as intermediaries on Your behalf and do not independently verify caller/live chat users’ identities or the accuracy of the information provided to them by callers/live chat users.  While we aim to deliver professional and timely service, You acknowledge that PATLive does not guarantee the content, outcome or business value of any call handled on Your behalf.  You remain solely responsible for reviewing messages, following up with callers/live chat users, and making business decisions based on the outcomes.  PATLive relays information to You based on the delivery instructions that You provide, which may include (but is not limited to) email, fax, text or submission into third-party software.  We will not be responsible for the failure or interception of data transmitted to You pursuant to Your direction, including information submitted to third-party software or websites, email, fax or text messages delivered to Your requested destination.   

PATLive Flex Platform.  All Customers are eligible to receive access to PATLive’s Flex platform, which provides access to account and system configurations, receptionist messages, calling capabilities, voicemails, text messages, analytics, billing information and other features as available.  The Flex platform is accessible via web and mobile apps and may also be configured by PATLive’s customer support agents pursuant to Customer’s request.  The Flex platform and all Services are controlled and operated from the United States and are subject to its laws as defined herein.  Accessing the Flex platform and/or Services from outside of the US shall be done at Your own risk and You are responsible for complying with all applicable laws, rules and regulations. Using the mobile app requires a compatible device such as a mobile phone.  While using the mobile app, You are responsible for any costs levied by Your wireless carrier, including data or per-minute charges.  Placing an outbound call from the Flex mobile app will utilize Your phone’s native telephony service. If You are on a metered plan with Your wireless service, You may incur additional minutes by using the Flex app to place outbound calls.

Users and User Groups.  PATLive’s Flex platform accommodates an unlimited number of Users (additional charges may apply) as well as the configuration of User Groups.  Customers may add/remove Users through the platform and assign them to User Groups as desired. You may designate specific Users to make changes on the Account by adding the User to either the “System Admin” or “Billing Admin” User Group.  A User who is a member of the System Admin User Group will have permission and access to modify all configurations on the Account but cannot view or modify information related to Billing.  A User who is a member of the Billing Admin User Group will have permission and access to view and modify all billing-related activities, including plan changes and cancellation options, but cannot modify how Services are configured.  A User may be a member of both the System Admin and the Billing Admin groups.  Users must establish a verification question and answer before PATLive will permit them to access or change the Account via customer support.  It is the responsibility of the System Administrators to update and maintain Users on the Account.  PATLive will not be responsible for changes made on an Account pursuant to a request by a System Admin or Billing Admin.  Customers are responsible for all activities completed on the platform by Users they have invited and/or added to administrative groups. Calls, receptionist messages, voicemails, voicemail messages, text messages and other content on the platform may be shared with other Users or User Groups through the subscriptions feature. PATLive is not responsible for any content that is shared with other Users through the platform. For this reason, Customers are advised to use caution when changing Subscription settings for Users and User Groups.

Messaging.  PATLive offers SMS and MMS messaging to eligible business Customers utilizing Flex platform, however, customers are required to successfully complete a third-party verification process before Mobile Network Operators (“MNO”) such as Verizon, T-Mobile and AT&T will agree to receive and send messages to/from the Customer.  Individuals, sole proprietors, and businesses who are not approved by the third-party verification process are not eligible to utilize text messaging.  PATLive will manage all aspects of the verification process on behalf of Customers, but the final approval decision is not within the scope of PATLive’s control and PATLive shall not incur any liability if a Customer’s Account cannot be approved for messaging by one or all the MNOs.  Further, PATLive cannot guarantee the delivery or receipt of messages where the recipient/sender is outside of PATLive’s network as the MNOs and related carriers may block messages without notice to PATLive in accordance with their own policies.  Messaging is not available during the free trial and a one-time setup fee will be assessed at the time of setup.  This fee is non-refundable, even if the Account is ultimately not approved for messaging by the third-party approval process.

Limitations on Text Messaging.  PATLive, and by extension its Customers, must follow and adhere to all guidelines and requirements of the MNOs and related carriers, including the CTIA guidelines found here and as amended from time to time.  This includes requiring and obtaining the necessary consent from Your contacts before sending them text messages, as well as providing them instructions on how to opt-out from messages You send to them.  Messaging is not a regulated telecommunications service under the FCC, and as such, MNOs frequently impose restrictions and requirements on messaging services that PATLive, and by extension its Customers, must adhere to.  When new requirements or restrictions are released, PATLive will use commercially reasonable means to notify and update customers as applicable, however, PATLive cannot be liable for changes to messaging requirements or availability imposed by third-party carriers outside of PATLive’s control.  Specifically, Customers may be limited to the types of phone numbers (local versus toll-free) that are permitted to use messaging, the quantity of phone numbers that are permitted to use messaging, the quantity and speed of messages being sent/received, and the types of messages that Customers are permitted to send.  These limitations are subject to change at any time and without notice.  For the most up-to-date messaging limitations, Customers should reach out to Our customer support team or view Our Help Files at www.patlive.com.  In addition, Customers must comply with the messaging requirements found in the Acceptable Use Policy, below.  Customers who violate any provision this policy, as determined by PATLive, may have messages blocked or disabled altogether or may have Services terminated in accordance with the terms of this Agreement.  Customers who reside in Canada may experience different restrictions due to the requirements of MNOs based in Canada.

Contacts.  You may have the option to import and store contacts on Your PATLive Account.  You acknowledge that some contacts may be shared with others in Your Account depending on Your settings and configurations, and PATLive will incur no liability for information contained in Your contacts which may be shared with other Users in Your Account.  PATLive stores Your contacts for Your convenience and has no responsibility or liability whatsoever for the deletion or failure to store contacts, and You acknowledge and agree that PATLive may establish limits as to the size or quantity of contacts at any time.

Phone Numbers.  PATLive provides toll-free and local phone numbers. You own any phone number provisioned through PATLive, or ported into PATLive from a third-party provider while Your Account is active.  If an Account is terminated, You are no longer the owner of any phone numbers, and they may no longer be available for You to use or port/transfer.  If You intend to take Your phone number(s) with You after terminating Services from PATLive, You must complete the port out before Your Account is closed.

Porting Phone Numbers In and Out.  You may port (transfer) phone numbers to another carrier at no charge.  You must, however, notify us of the transfer of a number so that we can assure it is added or removed from Your Account accordingly.  You are responsible for all charges that accrue on Your Account regardless of whether a phone number was transferred to another carrier if You don’t notify us of the transfer.  If You transfer numbers to another carrier and intend to cancel Your PATLive Account, You must cancel Your Account after the port out through the web portal or by calling us at 1-800-775-7790 so that all charges can be terminated.  PATLive will use reasonable efforts to help You port numbers in or out of Our Services. You understand, however, that the number porting process depends on third parties outside of PATLive’s control.  PATLive will not be liable for any failure or delay of a third party to cooperate with the porting of a phone number, or for the allegedly unauthorized porting of a telephone number by a third party.

Fraudulent Calls. We cannot control all calls, texts or chats that are made to phone numbers or chat tools routing to a PATLive receptionist or the PATLive Flex platform.  If we become aware of fraudulent calls being placed to Your phone numbers, we will make every effort to block the unwanted calls (see Call Blocking, below).  If You become aware of or suspect that fraudulent activity is occurring on phone numbers You have provisioned from PATLive, it is Your responsibility to notify us immediately so that appropriate action can be taken to minimize costs.   You are solely responsible for all charges incurred on Your Account, except those incurred after a suspension of Your Account or phone numbers due to Your notification to us of unauthorized access. 

Phone Number Testing.  PATLive makes every effort to ensure that phone numbers provisioned to You are working immediately after provisioning.  There are some technical considerations, however, that are beyond PATLive’s control.  Therefore, You must test any phone number provisioned by PATLive immediate after purchase to ensure it is working properly.  PATLive will not be responsible or any advertising expenses or other costs which could have been avoided had You tested the phone number immediately after purchase.

Call Blocking.  As a convenience to Customers on Our Flex platform, PATLive offers the ability to automatically block calls that do not pass a “human detection test” or meet other blocking specifications as may be released or amended from time to time. Customers are responsible for configuring these settings at their discretion and may elect to “white-list” phone numbers permitted to bypass the blocking mechanisms.  Customers may also block individual phone numbers from reaching any phone number on an Account. PATLive will not be liable for any missed calls or messages because of the use of call and/or spam-blocking mechanisms configured by You. Separately, if PATLive becomes aware of any abusive or repeated spam calls being sent to Your phone numbers, Our receptionist team may block those numbers from accessing Your Account to reduce Your costs.

Call Recording.  PATLive records 100% of calls for internal quality control purposes and retains them for a short duration in accordance with internal auditing policies.  Access to call recordings is restricted to specific employees with defined credentials, is logged for historical reference, and is not shared with unauthorized users (excluding valid legal orders, as documented below).  Separately, Customers on the Flex platform may elect to turn on the call recording feature, which would record calls for Your review pursuant to Your specifications. Call recordings may be accessed via the web and mobile apps, may be emailed and downloaded and may be requested from customer support.  Significant laws govern the recording of telephone calls, and these laws vary by State. If You elect to turn call recording on, You are required to obtain consent from all participants of the call to record a conversation.  You are solely responsible for complying with all federal, state and local laws in any relevant jurisdiction when using this feature.  PATLive expressly disclaims all liability with respect to the recording of telephone conversations.  You agree to fully, finally and forever release, discharge, and hold harmless and fully indemnify PATLive from and against any damages or liabilities of any kind related to Your election to record conversations using the Services. 

Chat.  To utilize PATLive’s chat services, You will be provided with a snippet of code that must be installed on Your website.  You must test Your website for compatibility and to ensure all components of Your site are working properly immediately after installation.

Third-Party Integrations. PATLive’s Services may integrate with third-party software applications and platforms, including but not limited to CRMs, calendar tools, email marketing systems, payment processors, and analytics tools (“Third-Party Integrations”). These integrations are provided solely for Your convenience, and You acknowledge that PATLive neither controls nor endorses the functionality, security, data handling, or terms of any Third-Party Integration. Your use of any such integration is subject to the terms and privacy policies of the applicable third party, and You assume all risks associated with enabling, configuring, or relying on these integrations. PATLive makes no representations or warranties regarding data accuracy, availability, or system performance related to Third-Party Integrations and expressly disclaims any liability for damages or losses arising out of or relating to Your use of, or reliance on, any third-party tools or platforms, even if accessed through the Services.

911 Calls.  The Services do NOT include 911 or e911 calling/texting.  The Services are intended to support connectivity to PATLive’s platform only and do not provide full-service inbound and outbound calling/dial tone service.  Customer may not use the Service to make emergency calls.  In the event of an emergency, hang up and dial 911 from a 911-enabled phone.

911 Indemnity.  PATLive shall have no liability or responsibility arising out of any e911/911 services provided by any third-party provider or any acts, omissions, failures or interruptions of service, negligence or other misconduct of any 911 service provider, or customer.  PATLive makes no representation or warranty, express or implied, with respect to the nature, scope, extent, performance, compatibility, or quality of any 911 emergency or similar services offered by a third-party provider for use with the services.  Customer hereby agrees to indemnify, defend and hold harmless PATLive and its officers, directors, managers, employees, affiliates, attorneys and agents from and against any and all claims, demands, suits, proceedings, liabilities, settlements, attorney’s fees, costs, expenses, penalties, fines, judgments and damages of any kind whatsoever by or on behalf of a Customer or any User, arising out of or otherwise relating to any failure of e911 or 911 service used in connection with the PATLive Services.

Acceptable Use Policy

PATLive’s Services are intended for typical, human-operated business communications and not for automated activity. You agree to use the Services only for lawful, authorized purposes and in accordance with the following Acceptable Use Policy:

Reasonable Usage Expectation. Usage of the Services must align with reasonable expectations for similarly situated businesses. Individual User usage must reflect what a single, natural person acting in good faith could reasonably generate while conducting business communications. For example, usage that involves thousands of calls per day, minute-to-minute texting, or excessive voicemail/recording retrieval far exceeds this threshold and is expressly prohibited unless authorized in writing by PATLive.  PATLive offers Enterprise grade solutions for high-volume customers whose needs exceed those of smaller business communication needs. To inquire about such services, please contact Our customer support team at 1-800-775-7790.

Prohibited Activities Include, But Are Not Limited To:

  • Operating bulk calling, robocalling, or auto-dialing operations
  • Sending unsolicited marketing or spam SMS/MMS messages
  • Transmitting SHAFT content (Sex, Hate, Alcohol, Firearms, Tobacco)
  • Creating multiple accounts to circumvent usage limits or trial restrictions
  • Reselling or sublicensing the Services to third parties without PATLive’s written approval
  • Attempting to probe, scan, or test the vulnerability of any PATLive system or network
  • Using the Services for deceptive, abusive, harassing, fraudulent, illegal purposes or misrepresenting Your identity or impersonating others
  • Violating any Applicable Law including, but not limited to, the Telephone Consumer Protection Act (“TCPA”) and CAN-SPAM Act

Volatile Call Volume and Television/Radio Ads.  If You intend to run television or radio ads, or conduct any kind of advertising that will cause large spikes to Your call volume, You must notify PATLive in advance so that staffing adjustments can be made.  This requirement also applies to unplanned call volume spikes that may arise from press releases or other non-advertising related activities.  PATLive reserves the right to throttle, redirect or reduce the priority of Your calls if the call volume spikes a significant unplanned concurrent call increase that impacts PATLive’s ability to service other customers in a timely fashion.

Enforcement. PATLive reserves the right to monitor usage and, in its sole discretion, take corrective action including rate-limiting, suspending, or terminating Your access to the Services if it determines that Your usage exceeds reasonable business norms or violates this Agreement. This policy applies to both paid and free trial Accounts.

Account Information

Ownership. The Account Owner shall be the legal entity that signs up for Services with PATLive (e.g., corporation, partnership, individual). If no legal entity is provided upon signup, the account owner shall be the owner of the credit card used to open the Account.  Account ownership may be transferred or assigned to another individual or business upon the written request of an existing Account Owner, Our written approval, and the written approval of the recipient.  Individuals who create an Account on behalf of a business represent and warrant that they possess the legal right, capacity and ability to enter into this Agreement with PATLive on behalf of the business.  If the individual lacked the legal right, capacity and ability to enter into this Agreement on behalf of the business, the individual will be held liable for all charges on the Account.

The Account Owner has ownership over all phone numbers on the Account and may port them out, or port new numbers in, at will.  The Account Owner may designate administrators on the account at any time via the web and/or mobile app.

Customer Information.  You agree to provide PATLive with accurate, current and complete contact information and to maintain this information accordingly. You are responsible for updating us as soon as reasonably possible of any changes to Your contact details.  If You provide information that is, or that PATLive suspects to be, false, inaccurate, not current, fraudulent or otherwise unlawful, PATLive has the right, in its sole discretion, to suspend or terminate Services and refuse all current or future use of the Services by You, Your business and all Users on Your Account.

Access to Customer’s Account. PATLive will assume that any individual that creates an Account or is a System or Billing Administrator (defined below) has the legal right to set up the Account, transfer Account ownership, terminate the Account, setup or transfer phone numbers to another provider, and otherwise manage the Account. With respect to any Account owned by a legal business entity, PATLive will make this assumption unless PATLive is otherwise notified in writing by a representative of the business who can demonstrate this legal right (typically an officer or director).

Password Protection.  You, and all Users You invite to the Services, are responsible for creating and maintaining their passwords. PATLive is not responsible for activities that happen on the Account by the sharing of passwords or the granting of access to Your Account.

Transmission of Content. You are solely responsible for the content You transmit via the Services.  We will not be responsible for any content sent or received by You.

Billing

Free Trial Offer. PATLive may make available to You a Free Trial Offer. The Free Trial Offer entitles You to access PATLive Services for a period of up to 14 days (“Free Trial Period”), free of charge, from the moment that You activate Your Free Trial subscription, until the conclusion of the Free Trial Period. For Customers utilizing Our live receptionist services, Your Free Trial is activated by a member of Our onboarding or customer support team after they have finalized Your script and configured Your system to route calls and/or chats to Our receptionists.  For Customers not utilizing Our live receptionist services, Your Free Trial begins when You subscribe to the Services, either online or through a customer support representative.  By submitting Your payment details, You (i) accept the Free Trial Offer, (ii) accept the terms of Our Privacy Policy, (iii) acknowledge and agree to this Agreement, including allowing us to use Your payment details consistent with this Agreement. PATLive reserves the right, in its absolute discretion, to withdraw or to modify this Free Trial Offer and/or the Free Trial Terms and Conditions at any time without prior notice and without liability. To mitigate fraud and to ensure that Services remain uninterrupted at the conclusion of a Free Trial period, You must provide Your credit card information to start a Free Trial. Your credit card will not be charged until the Account has been converted to a paid account. Your Account will automatically convert to a paid account at the conclusion of the Free Trial Period if You have not cancelled the Account as directed below.

Eligibility. To be eligible for this Free Trial Offer, You must (i) not be a current subscriber of PATLive, (ii) not be a previous subscriber of PATLive, (iii) have never redeemed a PATLive Free Trial Offer in the past, and (iv) be over the age of eighteen and authorized to use the Services as defined herein. A limited number of Free Trial Offers are available, while supplies last. PATLive reserves the right to terminate this Free Trial Offer at any time and for any reason without notice and with no liability. PATLive further reserves the right to terminate a specific subscriber’s Free Trial Offer prior to the end of that user’s Free Trial Period at any time, for any reason, including but not limited to a violation of this Agreement, including PATLive’s Acceptable Use Policy, without notice and with no liability. After such time of termination, PATLive shall not be obligated to redeem any further Free Trial Offers. PATLive reserves the right to refuse a free trial to anyone who intends to use the trial in connection with an advertising campaign such as TV, radio, direct mail or other method which would increase call volume on a short-term basis.  PATLive also reserves the right to refuse a free trial to anyone who does not intend to convert to a paying customer providing the Services meet expectations. For example, PATLive will not provide a free trial to someone who only needs the services for less than a two-week period and who intends to cancel before the trial is over.

Activating Your Free Trial Period. To redeem a valid Free Trial offer, sign up online at www.patlive.com or contact Customer Support at the phone number contained herein.

Free Trial to Paid Customer Conversion. If You decide that You do not want to remain a paying user of the PATLive Service, You must cancel Your subscription by logging into Your PATLive Account and following the prompts on the Billing Profile page, or by contacting Customer Support, prior to the end of Your Free Trial Period. If You fail to cancel as directed, at the end of Your Free Trial Period, You will automatically become a paying user of the PATLive Service at the regular PATLive monthly price, and the payment method You provided will automatically be charged the PATLive applicable fee for Services, plus applicable taxes, fees and surcharges each month, until You cancel Your subscription as provided in this Agreement. No refunds, adjustments or price protection will be applied to Your invoice in the event that a new/subsequent discount or promotional offering becomes available after the conclusion of Your Free Trial Period.

Pricing, Auto Renewal and Auto Payments.  PATLive bills on a month-to-month basis and will auto-renew each month automatically unless and until You cancel Your Services.  The credit card on file will be auto-charged after each Billing Cycle is complete for any balance that exists on the Account, which may include current Billing Cycle charges, as well as past-due amounts and/or any one-time charges placed on the Account such as set-up fees or credit card decline fees.  You are required to have a valid credit card on file to continue Services. PATLive will make commercially reasonable efforts to notify You of credit card declines or of expired credit cards, but it is Your responsibility to update the card on file.  Prices are subject to change. PATLive will notify You via the email address(es) on file of any upcoming price changes and how they may affect Your Account. 

Billing Cycles.  You will be billed once per month. Your exact Billing Cycle date will be determined by the date Your Account converts from a Free Trial to a paid Customer Account. Your credit card will be charged four (4) days after the Billing Cycle is completed for Customers on the Flex platform, or five (5) days after the Billing Cycle is completed for Customers on our legacy platform.

Monthly Charges and Overages.  You will be billed in advance for any monthly recurring charges, including Receptionist plans, Web Chat plans and platform fees. You will be billed in arrears for any metered or overage items, including Users, additional scripts, receptionist minutes, web chats or outbound contacts. For example, if You buy a live receptionist package that includes 75 minutes, and You use 100 minutes, You will pay the monthly recurring charge at the beginning of the Billing Cycle and will be billed for the 25 overage minutes in arrears at the end of the Billing Cycle. 

Month-to-Date Bill Estimates. PATLive provides an estimated month-to-date bill accessible via the Flex platform’s web portal.  This bill is an estimate of all charges, including taxes and fees, and typically reflects usage up to the previous day.  Please note that changes to the Services, including the addition/removal of Users, Phone Numbers, overage minutes, changes to taxes/fees, etc. may cause the final invoice to vary from estimates.

Receptionist Minutes. Receptionist minutes are billed for any time in which a live receptionist is handling Your call.  Billing begins the moment the receptionist answers the call and ends the moment the receptionist is disconnected from the call.  All receptionist minutes are billed in six-second increments, with a one-minute minimum.  If a receptionist places a caller on hold to look something up, attempt a transfer, or otherwise manage the call as directed, this time will be included in the billable minute.  You are not billed for anytime a call sits in queue waiting for a receptionist, or for any time after a receptionist is disconnected. 

Live Chat Billing.  Live Chat Services are billed by the chat session (not by the minute).  A chat session begins when a chat user is connected to a live receptionist and ends when the chat user or receptionist disconnects the chat.  A receptionist may disconnect a chat if a chat user becomes unresponsive.  You will not be billed for spam or junk chats, as determined by PATLive. 

Outbound Calling Billing.  Billing for outbound calling service is by the contact/phone number (not by the minute) You would like Us to call.  PATLive will attempt to reach a contact/phone number up to five (5) times.  If we have attempted to reach a contact/phone number five (5) times, that will be counted as one (1) contact, even if none of the five (5) attempts were successful.

Upgrades and Downgrades.  You may upgrade or downgrade Your plan selections at any time via the Flex web portal or by speaking with customer support.  An upgrade will be completed upon request – Your Account will be charged a one-time fee equal to the difference in the plan prices, and Your receptionist minutes will be recalculated at the new plan amount.  Downgrades will take effect at Your next billing cycle. 

Declined Credit Card.  Your credit card will be automatically charged each month. If Your credit card declines, Your Account may be assessed a $5.00 credit card decline fee. PATLive will automatically attempt to recharge Your credit card for any balance on the Account to avoid a termination of the Account due to non-payment. 

Fees for Non-Payment.  If Your Account balance remains unpaid, it may be turned over to an outside, third-party collection agency.  The collection agency imposes charges on business accounts based on a percentage of amount owed, and this fee is passed on to any non-paying Customer.  This fee amount is subject to change without notice and is assessed where permissible by law.

Taxes and Fees.  All prices are exclusive of taxes and fees unless otherwise noted.  You must pay all taxes, fees, surcharges and other charges that we bill You for the Services unless You can show documentation satisfactory to us that You are exempt. We will not provide advance notice of changes to taxes, fees, surcharges and other charges, except as required by applicable law. For more information on taxes and fees, please visit https://help.patlive.com/taxes-surcharges-and-fees.

Cost Recovery/Subscriber and Compliance Fees. A cost recovery fee and/or a Subscriber and Compliance Fee may be added to invoices containing voice communications charges to offset costs incurred by PATLive in compliance with applicable regulations and collection of federal, state and municipal taxes, fees, contributions and/or charges associated with federal and state universal service/related programs and third-party software expenses. These include the telecommunications services for the sight and hearing impaired, local number portability, North American Numbering Plan administration, and administrative costs, fees and expenditures related to compliance with Federal regulatory programs and annual FCC regulatory fee obligations and any related fees to ensure compliance. This fee is not a tax or charge required or assessed by any government, but a permissible pass-through fee. You agree to pay such fees if invoiced.

Credits and Refunds.  PATLive plans and bundled allowances may only be used for Our Services, and You will not be entitled to receive any cash refund for any remaining credit or allowance unless expressly stated otherwise in this Agreement. Credits and allowances are not transferable, and no interest will be payable on credit balances or allowances. Credits issued on an Account will be applied toward future charges and balances and will not be refunded to a credit card except (a) in unusual circumstances as approved by a Customer Service Manager; or (b) after the termination of an Account, in which case negative balances will be refunded to a credit card four (4) calendar days after the final statement is generated for Customers on the Flex platform, or five (5) calendar days after the final statement is generated for Customers on the legacy platform.

Disputed Charges.  You must notify us by e-mail to [email protected] of any disputed charges/debits within thirty (30) days of the statement date reflecting the disputed charge. To the extent we determine that a billing adjustment is warranted, we will credit Your Account accordingly. If You fail to notify us of a billing dispute as noted above, You hereby waive all rights to bring any claim regarding the particular charge/debit.

Termination

When We May Suspend or Terminate Your Services.  We may, without liability to You, suspend or disconnect Services and/or Your Account, without notice and in Our sole and excusive discretion if:

  • We are required to do so by Government and/or emergency service organizations or any other competent body or lawful authority (including pursuant to legal investigation/subpoena or court order);
  • There is a need for repairs or maintenance, or for operational or security reasons;
  • We observe or suspect, in Our sole discretion, fraudulent or unethical use of Your Account;
  • Your use of the system is deemed abusive or in violation of the Acceptable Use Policy, or any other provision of this Agreement:
  • You have breached or we suspect a breach by You of this Agreement;
  • You do not use the Services in compliance with applicable laws and regulations;
  • Your use case for PATLive’s Services is not a good fit for PATLive (for example, You require specialized domain expertise or operational practices inconsistent with Our standard offerings, or offer services in an industry we do not support);
  • You disparage PATLive (online, verbally, through social media or otherwise);
  • You fail to pay for Services as required under this Agreement; and/or
  • You or Your callers are abusive to customer support, receptionists or any other PATLive employee.

When You May Terminate Your Services.  You may terminate Your Services at any time by calling customer service at 1-800-775-7790 or by logging in to Your Account at www.patlive.com and completing the online cancellation process. 

Effect of Termination.  Upon termination of this Agreement and/or Your Services, Your right to use the Services immediately ceases. You shall have no right, and we will have no obligation thereafter to forward any unread or unsent messages to You or to any third party.  We may require reactivation charges to reinstate Services after termination or suspension.  Any phone numbers remaining on the Account become property of PATLive and may not be available for porting or reuse once a cancellation is effective. Content on the platform, including voicemail, call recordings, messages, etc. may not be available after cancellation.

Force Majeure

PATLive shall not be held responsible for any delay or failure in performance of any part of this Agreement to the extent that such delay or failure is caused by fire, flood, explosion, war, embargo, government requirement, civil or military authority, act of God or other similar causes beyond PATLive’s control. You shall be excused from any delay or failure in performance hereunder, other than the payment of moneys, caused by reason of occurrence or contingency beyond its reasonable control, including without limitation, fire, flood, explosion, war, embargo, government requirement, civil or military authority, act of God or other similar causes beyond Your control.

Marketing and Customer Support Communication

By providing a mobile phone number to PATLive, You consent to receive SMS messages from PATLive or on Our behalf. You may opt out of marketing texts at any time by replying STOP.

By providing Your email address to PATLive, You consent to receive marketing promotional emails from us as well as product and company updates.  You may control Your subscriptions by electing which types of emails You wish to receive; however, if You are a Customer, You may not opt-out of receiving transactional emails relevant to Your Services such as update notifications to this Agreement, billing notifications and other transactional emails related to Your Account.

PATLive records all calls to customer service for quality monitoring purposes.  You expressly agree to allow Us to contact You via automatic dialing equipment at any phone number on Your Account or any phone number provided or used by You to contact PATLive.

Intellectual Property

Trademarks. All corporate names, service marks, logos, trade names, trademarks, websites and domain names of PATLive, including but not limited to, PATLive, Inc, Hosted Numbers, Call Tracker, and PATLive Flex (collectively, “Marks”) are and shall remain the exclusive property of PATLive, and nothing in this Agreement shall grant You the license to use or copy such Marks without Our prior written permission.

Ownership of Materials. All Services, Accounts, content (including, but not limited to, software, text, photographs, video, and graphics) on any material displayed on PATLive’s websites, through the Services, or in other PATLive documents or materials are the property of PATLive. All intellectual property rights in PATLive Accounts, Services, websites and content (Marks, trade secrets and patents) are the property of PATLive. PATLive retains all copyrights in the individual pages, and their components, and collective works available at the Site. They may not be copied, reproduced, modified, published, uploaded, posted, transmitted, performed, or distributed in any way without PATLive’s prior written permission.

Confidentiality and Data Handling

Confidentiality.  PATLive will maintain the confidentiality of all proprietary information received from You, consistent with these terms and conditions and Our Privacy Policy. 

Privacy Policy.  PATLive undertakes all reasonably necessary steps to ensure the protection and confidentiality of Your personal information and may only use it consistent with PATLive’s Privacy Policy, available at www.patlive.com/legal/privacy-policy.  The Privacy Policy is incorporated into this Agreement.  A breach of the Privacy Policy constitutes a breach of this Agreement.

Customer Proprietary Network Information (“CPNI”).  CPNI, as that term is defined in Section 222 of the Communications Act of 1934, 47 U.S.C. § 222, as amended, includes information available to PATLive by virtue of PATLive’s relationship with its Customers as a provider of voice communications service and may include: the quantity, technical configuration, location, type, destination, amount of use of each communications service subscribed to, and information contained on the telephone bills of PATLive’s Customers pertaining to telephone service received by a customer of PATLive. PATLive collects CPNI from customers.

PATLive safeguards CPNI and complies with Federal Communications Commission (“FCC”) and other rules requiring PATLive to protect customer CPNI. PATLive will not disclose CPNI except in accordance with applicable laws, and Our Privacy Policy.

PATLive will adopt further safeguards and comply with additional CPNI requirements, including filing its annual CPNI Certification, as required by law.

HIPAA Compliance and Business Associate Agreement.  PATLive is capable of supporting HIPAA-compliant use of its Services; however, HIPAA coverage is not enabled by default. If You are a Covered Entity or Business Associate under the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”) and intend to use the Services to create, receive, transmit, or maintain protected health information (“PHI”), You must first enter into a separate, written Business Associate Agreement (“BAA”) with PATLive.

Unless and until such a BAA is fully executed, You agree not to use the Services for PHI. PATLive expressly disclaims any responsibility or liability for HIPAA compliance in the absence of a signed BAA. If You transmit PHI through the Services without a BAA in place, You do so at Your own risk and in violation of these Terms.

Even where a valid BAA is in place, You acknowledge and agree that PATLive may, at Your request or through Your Account configuration, transmit PHI via communication methods or integrations that may not meet HIPAA standards for secure transmission — including but not limited to unencrypted email, SMS/text messages, fax, or third-party platforms or APIs. By requesting or enabling such methods, You assume full responsibility for any risks to the confidentiality, integrity, or security of PHI resulting from those channels, and You release PATLive from any liability related to such transmissions once the data leaves Our secure systems.

You are solely responsible for configuring Your Account and communication preferences in a manner consistent with Your compliance obligations under HIPAA and other applicable privacy laws.

Warranty Disclaimer and Limitation of Liability

No Warranties.  We do not make any warranties of any kind, either express or implied, including without limitation any warranties of title, non-infringement of intellectual property, merchantability, technical compatibility or fitness for a particular purpose with regard to any service, products or material provided pursuant to this Agreement and on this website. We also make no warranty that the services will be uninterrupted or error free. We do not authorize anyone, including Our employees, agents or representatives, to make a warranty of any kind on Our behalf and You should not rely on any such warranty. You expressly acknowledge and agree that because the Services are provided in part over networks outside of Our control, they are subject to outages, disruptions and interception, and that We have no liability for any such outages, disruptions or interceptions. PATLive is not responsible for the content of communications transmitted through the services.

Limitation of Liability.  Except for damages caused by Our intentional and willfully wanton misconduct, We will not be liable for damages that exceed the amount of Our charges to You for Your actual use of the Services during the prior one-month period. Under no circumstances will We be liable for any direct, special, consequential, incidental, indirect, exemplary or punitive damages, including, but not limited to, loss of profit or revenues, loss of business opportunity, reputational harm, or increased costs of operation, even if such damages were foreseeable or we have been specifically advised of the possibility of such damages, and no matter how that claim is styled or on what legal grounds it is based (such as contract, tort, statute or otherwise).

Indemnification

You agree, at Your sole cost and expense, to fully defend, indemnify and hold harmless PATLive, its affiliates, subsidiaries, shareholders, directors, officers, employees, and agents from and against any and all claims, causes of action, actions, judgments, liabilities and/or damages (including without limitation reasonable expenses and reasonable attorneys fees) arising out of or in connection with (i) Your use of the Services, (ii) Your Account (including the use of Your Account by a third party) and (iii) this Agreement.

Dispute Resolution, Class Action Waiver, and Governing Law

All disputes shall be resolved by binding arbitration conducted in Leon County, Florida under the rules of the American Arbitration Association. You agree to waive any right to participate in class actions, class arbitrations, or representative actions.

This agreement is governed by Florida law. In any dispute, the losing party shall pay the prevailing party’s legal fees and arbitration costs.

Assignment

We may assign all or part of Our rights and duties under this Agreement to any party at any time without notice to You. If We do that, We will have no further obligation to You in connection with such assigned duty. You may not assign Your rights and duties under this Agreement without Our prior written permission.

Severability

If any provision of this Agreement is held to be invalid, illegal or unenforceable, the remaining provisions of this Agreement will continue in full force and effect.

Integration – Entire Agreement

This Agreement, together with any written amendments or written modifications, will constitute the entire agreement between You and PATLive with respect to the Services provided hereunder and will supersede and replace all prior or contemporaneous understandings or agreements, written, electronic or oral, between You and PATLive. No written or oral statement, advertisement or service description not expressly contained in the Agreement will be allowed to contradict, explain, modify or supplement it. You acknowledge and agree that You are not relying on any representation or statement by PATLive that is not included in this Agreement.

Changes to These Terms

We may revise these Terms at any time. Material changes will be posted on Our website or sent via email. Continued use of the Services after such changes constitutes acceptance.

No Waivers

PATLive’s failure to exercise any of its rights hereunder upon breach by You or pursuant to any condition, covenant or provision contained in this Agreement shall not be construed as a waiver thereof, nor as a waiver of the same or any other default subsequently occurring.

Notices

All notices from Us to You shall be (i) sent to Your current email address on file with Us and will be deemed immediately delivered even if such email address is no longer valid, or (ii) posted to Your Account. All notices from You shall be sent to the address provided in the “Contact Information” section.

Contact Information

For any information or request to PATLive, kindly contact the Customer Service Department, the contact details of which are as follows:

Customer Support
Tel.: 800-775-7790

Email: [email protected]
Address: 18117 Biscsayne Blvd., Suite #2635, Miami, Fl 33160

For Legal Inquiries, Subpoenas or other matters, please email:
[email protected]

For Service Processing, please use the following information:
John K. Londot, Esq.
Greenberg Traurig, P.A.
101 E. College Avenue
Tallahassee, Fl 32301
850-222-6891
[email protected]