1. Acceptance of terms
By accessing or using the HLM Routes service, website, or customer portal, you agree to these Terms of Service. If you do not agree, do not use the service. Continued use after a Terms update constitutes acceptance of the updated Terms.
2. Service description
HLM Routes provides outbound appointment-setting services for SMB vending operators. The service includes call campaigns, appointment scheduling against a published Held-Appointment Rubric, customer-portal visibility into recordings and transcripts, and pay-on-outcome metered billing.
3. Payment and refunds
Pricing is published on the Pricing page and consists of a zero-deposit, per-held-appointment charge at the current published rate. Charges fire only when an appointment meets the Held-Appointment Rubric. Disputes are resolved against the rubric and the recorded call.
Refunds for rubric-failed meetings are not required because no charge is issued for those meetings. Refunds for charged meetings are available within fourteen (14) days if the call recording shows material non-conformance to the rubric.
4. Customer data and recordings
HLM Routes records outbound calls made on your behalf for quality assurance, rubric verification, and dispute resolution. Recordings are retained per the schedule in the Privacy Policy and are accessible via your customer portal. You retain ownership of route, machine, and customer data you provide; HLM Routes uses it only to deliver the service.
5. Dispute resolution
Disputes about whether a meeting was held to rubric are resolved against the published rubric and the call recording, both available in your portal. If a dispute cannot be resolved in-product, contact us at damione@hlmroutes.com.
6. Limitation of liability
Except for our gross negligence or willful misconduct, our aggregate liability for any claim arising out of or relating to the service is limited to the amount you paid HLM Routes during the twelve (12) months preceding the claim. We are not liable for indirect, incidental, consequential, or special damages. This limitation applies to the maximum extent permitted by law.
7. Governing law
These Terms are governed by the laws of the State of New York, without regard to conflict-of-laws principles. Disputes must be brought in state or federal courts located in New York.
8. Termination
You may terminate the service at any time by canceling in-portal or by emailing damione@hlmroutes.com. Charges for held appointments already delivered remain due. We may terminate or suspend service for material breach (non-payment, fraudulent route data, or use of the service to violate applicable law).
9. Contact
Questions about these Terms can be sent to damione@hlmroutes.com.