Terms & Conditions

These Terms & Conditions govern your use of the Holdline website and any services you request through it. By submitting the demo request form or engaging our services, you agree to these terms.

Age Requirement

Our services and text messaging program are intended for individuals who are 18 years of age or older. By submitting a form on this website or opting in to receive text messages, you confirm that you are at least 18 years old. We do not knowingly collect information from anyone under 18.

Services

Holdline provides missed-call answering and review request services to owner-run residential heating and cooling businesses. Our standard engagement includes:

• Answering calls you miss, in your company’s name, through call forwarding from your existing business number
• Recording and transcribing those calls so caller details are taken down accurately, with a notice to the caller at the start of each call
• A confirmation text to each caller we answer, and a summary of each new request sent to your phone, with no-heat calls flagged as urgent
• Automated review requests to your customers after finished jobs, using your Google review link
• Setup and ongoing management of the above

When we answer a call on your behalf, we take the caller’s details and pass them to you. We do not quote prices, diagnose equipment problems, give technical advice, or book work on your behalf.

If a caller reports a gas smell or a carbon monoxide alarm, the assistant tells them to leave the home and call 911 or their gas utility’s emergency line from outside, and flags the call to you right away. Our service is not an emergency service and does not replace 911.

Our engagement does not include heating, cooling, or other trade work, quoting or pricing jobs, hiring or recruitment, bookkeeping, or any work outside the scope described above. We do not guarantee search engine rankings.

Call recordings and caller details. Recordings, transcripts, and caller details from calls we answer for you belong to you. We process them on your behalf to deliver the service and do not use them for our own purposes.

The Guarantee

We guarantee 10 new service-call or estimate requests within the first 60 days of service. If we fall short, you pay no further fees until we reach 10. The following definitions govern that guarantee.

What counts as a request. A call from a homeowner or residential property owner who is not already your customer, asking you to book a service call, repair, or maintenance visit, or to give an install estimate, that you did not answer and that our service answered on your behalf. Requests are counted from your own call records and the summaries we send you. Calls from existing customers, suppliers, sales callers, wrong numbers, and repeat calls from the same caller about the same job do not count.

When the period starts. The 60-day period begins on the date call forwarding to our service goes live on your number, not the date you sign up.

Client obligations. The guarantee requires the client to:

• keep call forwarding to our service switched on for the full 60 days; and
• reply to each new request within one business day of receiving it.

Failure on either condition voids the guarantee.

If we fall short. If fewer than 10 requests have come in by the end of the 60-day period, we will not charge any further fees until the tenth request comes in. Your service continues as normal during that time. Fees already paid are not refunded.

What we do not guarantee. We guarantee the requests, not the close. Pricing, quoting, and winning the job are your responsibility.

Fees and Payment

Our monthly fee is shown on our website and in your service agreement, and is billed monthly in advance. Prices exclude HST, which is added to each invoice. There is no setup fee. The first payment is due before setup begins.

We accept payment by credit card and bank transfer. Fees are quoted and charged in Canadian dollars.

If payment is more than seven days late, we may pause call answering and automations until the account is brought current. Paused time does not extend any guarantee period.

Term and Cancellation

Service is month to month, with no minimum term.

You can cancel at any time by telling us in writing or by booking a quick call. Cancellation takes effect at the end of the billing month you are in. We do not refund partial months.

On cancellation, we will stop answering calls on your behalf and disable automations. Switch off call forwarding on your line and your calls ring only your phone again. You keep your phone number, your Google Business Profile, your customers, your reviews, and the recordings and caller details from calls we answered for you; we will provide a copy on request. Automation workflows and call-handling scripts built on our systems remain ours.

We may cancel an engagement at any time if a client is abusive, asks us to do anything unlawful, or repeatedly fails to meet the response conditions described in the guarantee section.

Text Messaging Terms

Consent to receive text messages is optional and is never a condition of purchase or of booking a demo.

Our text messages follow Canada’s Anti-Spam Legislation (CASL). Every message identifies the sender, and you can reply STOP at any time to opt out. Opt-outs are honoured within 10 business days.

Texts we send on a client’s behalf, such as caller confirmations and review requests, identify the client’s business as the sender and can also be stopped by replying STOP.

Intellectual Property

You own your business name, logo, brand assets, photographs, customer data, and any accounts held in your name.

We own the underlying systems we use to deliver our services, including automation workflows, call-handling scripts, message templates, and reporting frameworks. These are licensed to you for use during your engagement, not transferred.

We may reference your business name and non-confidential results in our marketing materials and case studies. If you would prefer we not do so, tell us in writing and we will stop.

Limitation of Liability

Our services are provided on a commercially reasonable efforts basis. We do not warrant any specific outcome except as expressly stated in the Quote Guarantee above.

To the fullest extent permitted by law, our total liability arising out of or relating to these terms or our services is limited to the total fees you paid us in the three months preceding the event giving rise to the claim.

We are not liable for indirect, incidental, consequential, special, or punitive damages, including lost profits, lost business, or loss of data, even if advised of the possibility of such damages.

We are not responsible for the acts, policies, pricing, or account decisions of third-party platforms including Google, our telephone and messaging providers, or telecommunications carriers, or for service interruptions caused by them.

Nothing in this section limits liability that cannot lawfully be limited.

Governing Law

These terms are governed by the laws of the Province of Ontario, Canada, and the federal laws of Canada applicable there, without regard to conflict of law principles. The parties submit to the exclusive jurisdiction of the courts of Ontario.

Nothing in this section limits any rights you may have under mandatory consumer protection or telemarketing laws applicable in your own jurisdiction.

Changes to These Terms

We may update these terms from time to time. When we do, we will revise the “Last updated” date shown at the top of this page. Material changes will not apply retroactively to an active engagement without your agreement. Your signed service agreement governs where it conflicts with this page.

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