Terms of Service

1. Who these terms are between

These terms are an agreement between Wadstrom & Co LLC ("RouteSide", "we") and the organization that creates a RouteSide workspace ("you"). The person who signs up confirms they are authorized to accept these terms for that organization. Where an individual team member uses RouteSide through your workspace, you are responsible for their use of it.

Legal notices to us should be sent to Wadstrom & Co LLC, 809 SW A Street, Suite 105, Bentonville, AR 72712.

2. What RouteSide does

RouteSide receives phone calls and text messages sent to a phone number assigned to your organization, uses automated classification to work out what each one is about, applies the routing rules your organization has configured, and connects or notifies the team member those rules select. Caller-number masking is the default: calls are connected through the organization's RouteSide number so neither party sees the other's personal number. An authorized organization administrator may configure selected team recipients to see an incoming caller's number for legitimate routing and follow-up; that approved exception does not expose the team member's personal number to the caller.

RouteSide is a routing and communications layer built on a third-party telecommunications carrier. It is not a telephone company, and it is not a replacement for one.

3. Emergency calls — important

RouteSide does not connect callers to 911 or to any emergency service, and must never be relied on to do so. If a caller describes an emergency, RouteSide's automated assistant tells them to hang up and dial 911 themselves. RouteSide does not route to emergency services, does not transmit a caller's location to emergency responders, and does not register any address for emergency dispatch.

A RouteSide number depends on internet connectivity, our carrier, and our own service being available, any of which can fail. You must make sure the people in your organization, and where relevant the people who call you, understand that RouteSide is not for emergencies and that a separate means of calling emergency services is always available.

4. What RouteSide costs

RouteSide is $39 per month. That includes:

• 100 outbound text message segments, then $0.05 per segment;
• 50 AI-or-person connected call minutes, then $0.15 per minute;
• one managed phone number, then $5 per additional number per month.

New organizations also pay a one-time $19 carrier-registration setup fee. Carriers in the United States require every business that sends text messages to be registered, and that fee covers RouteSide filing that registration on your behalf.

Billable call minutes begin only when the customer connects with RouteSide AI or a person. AI-to-person is one continuous clock, rounded up once. Attempts that end before either connection, organization voicemail, and returned callbacks that reach only customer voicemail are free; a returned callback is billable only when the customer and person connect. The second leg RouteSide dials to reach your team member exists to keep their personal number private and is not charged separately.

The monthly fee is charged in advance. Usage beyond the included amounts is measured as it happens and charged in arrears on your next invoice.

Prices are exclusive of taxes; any sales, use, or similar taxes are additional and are your responsibility. We may change prices, and we will give you at least 30 days' notice before a change takes effect.

5. Payment, non-payment, and cancellation

Payments are processed by Stripe. There is no free trial. You can cancel at any time from the billing portal; cancellation takes effect at the end of the period you have already paid for, and we do not refund the unused part of a period.

If a payment fails, your service keeps running while the payment is retried. If the subscription then lapses entirely, RouteSide stops routing: inbound calls fall back to your organization's voicemail, and outbound texts stop.

Phone numbers are released 14 days after a subscription lapses. A released number goes back to the carrier's general pool and cannot be recovered. See section 6, which you should read before choosing which number to use with RouteSide.

The one-time carrier-registration setup fee is refundable only at our discretion, and only in full, by contacting support.

6. Phone numbers — what you should know before you start

Phone numbers used with RouteSide are obtained and held through our carrier account. You have the exclusive right to use a number assigned to your workspace for as long as your subscription is active, but the number is not registered in your name and you do not own it.

You can transfer an existing number in to RouteSide, and we do not charge a fee for that. RouteSide does not currently support transferring a number back out to another provider. When a workspace is cancelled or lapses, its numbers are released rather than transferred. If keeping a number matters to your organization — for example a number already printed on signage, vehicles, or listings — take that into account before transferring it in.

7. Text messaging

Sending text messages through RouteSide requires carrier registration, which takes time and is decided by the carriers, not by us. We file the registration and keep you informed, but we cannot guarantee it will be approved, or approved within any particular period. Call routing works whether or not text messaging is approved.

You are responsible for having a lawful basis to text the people you text, and for the content of those messages. Before RouteSide sends a work notification to one of your team members' phones, that person gives their own consent. Recipients can always reply STOP to opt out and HELP for information.

The Messaging Terms describe the message program itself — what messages are sent, frequency, rates, and opt-out — and apply in addition to these terms.

8. Call recording and transcription

Call recording is off unless you turn it on, and it is set per phone number. When it is on, RouteSide records the portion of a call after it is connected to one of your team members, and RouteSide's greeting tells the caller so, in these words: "Calls connected to our team may be recorded and transcribed." A category you mark sensitive suppresses recording of that team-connected portion, whatever the number's setting.

Voicemail is a separate recording: when a call goes to voicemail, RouteSide records the message so that you can listen to it, including when the call was classified into a sensitive category. Voicemail can also be transcribed. A returned callback uses the same per-number recording setting and the same spoken disclosure before any recordable team-connected portion begins.

Recording laws differ by state, and some states require every party to a call to consent. Deciding whether to turn recording on, and whether the spoken disclosure is sufficient where you and your callers are located, is your responsibility. We provide the disclosure and the controls; we do not give legal advice about them.

9. Automated classification

RouteSide uses AI models to work out what a call or message is about, summarize it, and choose among the routing options your rules allow. To do that, the content of calls and messages — including what a caller says, the text of messages, and details about your organization needed for context — is sent to our model providers, currently Anthropic and, as a fallback during an outage, OpenAI.

Automated classification is not perfect. It can misjudge what a call is about and route it to the wrong person. RouteSide is a tool for handling ordinary business communications, and you should not rely on it as the only path for anything time-critical or safety-critical. Your rules — not the model — decide who is permitted to receive what; the model chooses within the limits you set.

Neither provider trains its models on your content. Anthropic's Commercial Terms of Service state, under "Customer Content", that Anthropic may not train models on customer content from the services. OpenAI does not train on business and API content by default; an organization would have to opt in, and RouteSide does not. OpenAI may retain API content for up to 30 days to operate the service and detect abuse.

10. Your data

Communications that pass through RouteSide, and the records of them, belong to you. We use them to run the service for you, and as described in the Privacy Policy.

We keep those records for as long as your workspace is active. RouteSide does not delete them on an automatic schedule. You can export your audit log and your contacts from the console at any time; there is not currently a self-service export of complete call and message history. If you need your data deleted or extracted, contact us.

RouteSide depends on other companies to operate, and your data passes through them: Twilio (telephone calls and text messages), Supabase (database and file storage), Stripe (payments), Anthropic and OpenAI (automated classification), ElevenLabs (synthesized speech), Resend (email), Railway and Vercel (hosting), Sentry (error monitoring), and Vercel Web Analytics (marketing-site analytics). We will keep this list current as it changes.

RouteSide does not offer a separate Data Processing Agreement as standard. If your organization requires one, contact us and we will put one in place.

11. Acceptable use

Do not use RouteSide to send messages to people who have not agreed to receive them, to send anything unlawful, deceptive, harassing, or fraudulent, to impersonate another organization, or in a way that breaks the rules of our carrier or the mobile networks. Do not use it for automated bulk marketing to consumers who did not ask for it.

If your use puts our carrier registration, our carrier account, or other customers at risk, we may suspend the affected capability. Where we can do so safely, we will tell you first and explain what needs to change.

12. Availability

We work to keep RouteSide running and monitor it continuously, but we do not offer a guaranteed uptime commitment, and RouteSide is provided as is. Outages at our carrier, our hosting providers, or our model providers can interrupt the service, and those are outside our control.

13. Ending the agreement

You can stop using RouteSide at any time by cancelling, as described in section 5. We may end or suspend the agreement if you break these terms, if payment fails and is not resolved, or if we stop offering the service. If we discontinue RouteSide, we will give you reasonable notice and a chance to retrieve your data.

14. Changes to these terms

If these terms change, we will update this page and its effective date, and tell you about anything significant before it takes effect.

15. Governing law

These terms are governed by the laws of the State of Arkansas, without regard to its conflict-of-laws rules. Wadstrom & Co LLC is registered in Arkansas.

16. Contact

Questions about these terms: support@routeside.org.