Terms of Service

1. About these terms

These terms are an agreement between you — the business that signs up for Wakeman — and Fabricate, LLC, a Delaware limited liability company. Wakeman is a product of Fabricate, LLC. In these terms, “Wakeman”, “we”, “us” and “our” mean Fabricate, LLC, and “you” means the business.

By creating an account or using Wakeman, you agree to these terms. If you accept them for a business, you confirm that you are allowed to do that for it.

These pages are part of these terms: our Privacy Policy (wakeman.ai/legal/privacy), how we handle call recording (wakeman.ai/legal/recording), and how we ask before we text (wakeman.ai/legal/sms-consent).

2. What Wakeman does

Wakeman answers calls to your business, in your business's name. It takes down the caller's details, sorts how urgent the job is, and can arrange an appointment or a callback. It can text callers who agree, and it tries to alert your on-call person when a caller describes a possible emergency. You see each call in your dashboard.

By default, Wakeman takes appointment requests for you to confirm. If you turn on calendar booking, Wakeman can book appointments itself, and confirmed jobs can be sent to Jobber if you connect it. A job sent to Jobber includes the caller's details, a summary of the call, and a link to the call recording. The times Wakeman offers come from the hours and bookings you set in Wakeman, not from your whole dispatch calendar.

3. Who may use Wakeman

Wakeman is for home-services businesses in the United States. You must be at least 18, and able to agree to these terms for your business.

Wakeman is for inbound calls to your own business phone number. Do not use it for outbound marketing calls or texts.

4. Your account

Give us accurate information, and keep it up to date. Keep your sign-in details safe. You are responsible for what happens in your account, including what the people you invite do.

Keep what you tell Wakeman accurate: what work you do and don't do, where you go, your hours, and your prices. Wakeman says what you tell it to say.

Keep someone reachable as your on-call contact. An account cannot go live without one.

5. Free trial

Your free trial lasts 14 days or 500 minutes of answering, whichever comes first. You don't need a card to start, and nothing is charged unless you choose a plan.

When the trial ends, Wakeman stops answering unless you have chosen a plan, and new calls ring your on-call phone instead. If your account has no phone Wakeman can safely pass calls to — for example, when your on-call number is the same line you forwarded to Wakeman — Wakeman keeps answering instead, and we do not charge you for those calls.

We may extend a trial at our discretion — for example, a trial that ends with nothing booked may be given more free days, once. We do not promise an extension.

If you choose a plan with more than two days of your trial left, the first charge comes when the free days end. Closer to the end of the trial, or after it, you are charged when you choose the plan.

6. Plans and minutes

Plans are monthly. Each plan includes a number of answering minutes each month, and minutes beyond that are charged at the plan's per-minute rate. The current plans are:

• After Hours: $149 a month, 300 minutes included, then 59¢ a minute.
• Front Desk: $349 a month, 750 minutes included, then 39¢ a minute.
• Dispatch: $829 a month, 2,000 minutes included, then 29¢ a minute.

Prices are shown on our pricing page (wakeman.ai/pricing) and at checkout. Each billable call is rounded up to a whole minute. Included minutes reset each month and do not roll over. Calls we identify as spam are not billed.

If we change the price of your plan, we will tell you by email before the new price applies to you, and you can cancel before it does.

7. Monthly spending limit

You set a monthly spending limit. It is checked after each call ends. The call that crosses the limit, and any calls already in progress, can finish, so you may go a little over it. Once the limit is reached, new calls ring your mobile instead of Wakeman until the next month or until you raise the limit. If your account has no phone Wakeman can safely pass calls to — for example, when your mobile is the same line you forwarded to Wakeman — Wakeman keeps answering rather than leave a caller with nobody, and we do not charge you for those calls.

If the limit you set during the trial is at or below your plan's monthly price when you subscribe, we raise it to that price plus 50%, rounded up to the nearest $50. A limit at or below the plan price would be used up before the first call. Taxes are not counted toward the limit.

8. Billing and taxes

Payments are handled by our payment processor, Stripe. Your plan is charged at the start of each monthly period. Minutes beyond your plan's included minutes are charged at the end of the period in which you used them.

Prices do not include taxes. Any tax that applies is added to your bill.

You authorise us, through Stripe, to charge your payment method for your plan, extra minutes and taxes when they are due.

9. 30-day money-back on your first payment

If you are not happy with Wakeman, email info@wakeman.ai within 30 days of your first plan payment, and we will refund that first payment in full.

This applies once per business, and only to the first plan payment. It does not cover charges for extra minutes or later months, unless the law requires otherwise.

10. Cancelling

You can cancel at any time yourself, in the billing portal, without calling anyone. Cancelling takes effect at the end of your current monthly period. Wakeman keeps answering until then. Apart from the money-back offer above, we do not refund part-months.

Your own business number is yours, and always was. We never take it over when you sign up, so leaving is easy. If you forwarded your number to Wakeman, turn the forwarding off when you leave. A phone number we gave you belongs to us.

Before you leave, you can download your call log from your dashboard. To have your account's data deleted, email info@wakeman.ai.

11. The AI and recording notice

Wakeman opens each call it answers with your business's name and then tells the caller that they are speaking with an AI assistant and that the call is recorded. A caller who stays on the line after that notice is treated as agreeing to the recording. You cannot switch this notice off. The exact words are published at wakeman.ai/legal/recording.

You remain responsible for your own business and your obligations to your customers, including the work you dispatch and the commitments you make to them.

12. Text messages

Wakeman sends text messages on behalf of the business a caller phoned. They relate only to that caller's own request: confirming an appointment, a link to confirm a service address, a note that a request was received, or a follow-up when a call ended before the job could be taken down. Your owner and on-call staff also receive texts about their jobs at the numbers you enter in your account. This is not a marketing program, and no promotional messages are sent.

Callers agree out loud, on the call they placed. Wakeman asks once, waits for the answer, and sends nothing unless the answer is yes. The one exception is a single follow-up when a call ends before anything could be asked; it goes to the number the caller dialled from, and it is not sent to a caller who was asked and said no. The exact words are published at wakeman.ai/legal/sms-consent. No number is taken from a purchased or rented list, and none is added to a marketing list.

Message frequency varies and depends on the job — most callers receive one message. Message and data rates may apply. Reply STOP to any message to stop receiving them. For help, contact us using the details at the end of this page; no automatic answer to a HELP text is sent. Carriers are not liable for delayed or undelivered messages. No mobile information is sold or rented, and mobile information and messaging consent are not shared with third parties or affiliates for marketing or promotional purposes.

Where the carriers require it, register for business text messaging (A2P 10DLC), so texts sent on your behalf are delivered through the approved route. Registration helps delivery, but no one can promise that a carrier or phone will deliver a message.

13. Emergencies

Wakeman is not an emergency service, and it is not a replacement for 911.

When a caller describes a likely danger — such as a gas smell, carbon monoxide, fire, or water near electricity — Wakeman is instructed to tell them to get to safety and call 911. It also tries to alert your on-call contact during the call.

An alert is an attempt, not a promise. Phones, carriers and the internet can fail or be slow, and Wakeman can miss an emergency or mistake something else for one. It is a safety net, not an emergency service. Keep someone reachable as your on-call contact.

14. AI can make mistakes

Wakeman uses AI. It can mishear a caller, misunderstand them, take down a detail wrongly, or say something wrong. Phone carriers can fail. We do not guarantee that any call will be answered, booked correctly, or transcribed accurately.

Check your calls in the dashboard, especially before you send someone out. If something looks wrong, tell us at info@wakeman.ai.

15. Acceptable use

Do not use Wakeman to:

• make outbound marketing calls or send marketing texts;
• break any law, or help anyone else break one;
• tell callers things that are false or misleading;
• take card numbers or other payment details over the phone — use a secure payment method you control instead;
• try to reach data that is not yours, or get around security or usage limits;
• disrupt Wakeman or the phone and text networks it uses; or
• resell Wakeman, or copy it to build a competing product.

16. Your data

Your business's data, and your customers' information, belong to you. You give us permission to use them to provide Wakeman to you, to support you, to keep the service safe, and to improve it, as described in our Privacy Policy. We handle your callers' information on your behalf.

Only give us information you are allowed to share, such as your staff's phone numbers.

Wakeman itself — the software, the website and the brand — belongs to us. If you send us feedback or ideas, we may use them without owing you anything.

17. Other companies' services

Wakeman works with services run by other companies, such as Jobber and the phone and text carriers. Your use of those services is covered by their own terms. We are not responsible for them, and a change or failure on their side can affect what Wakeman can do.

18. Suspending or ending access

We may suspend or end your access to Wakeman if you break these terms, do not pay what you owe, use Wakeman in a way that could harm callers, carriers or us, or if the law requires it. Where we reasonably can, we will tell you first and give you a chance to fix the problem.

You can stop using Wakeman at any time by cancelling in the billing portal.

19. Disclaimers

Wakeman is provided “as is” and “as available”. To the fullest extent the law allows, we make no promises beyond those written in these terms, including any implied promise that Wakeman is fit for a particular purpose, of a certain quality, or will work without interruption or error.

20. Limitation of liability

To the fullest extent the law allows, we are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, jobs or customers, even if we were told they were possible.

To the fullest extent the law allows, our total liability for all claims about Wakeman or these terms is limited to the amount you paid us for Wakeman in the 12 months before the event that led to the claim.

Nothing in these terms limits liability that the law does not allow to be limited.

21. Indemnity

You agree to defend us against, and pay for, claims made by other people that come from your work and services for your customers, from the information and instructions you give Wakeman, or from your breaking these terms.

22. Changes to these terms

We may update these terms as Wakeman changes. When we do, we will change the “Last updated” date at the top. If we make a significant change, we will let account owners know by email before it takes effect. If you keep using Wakeman after a change takes effect, the updated terms apply.

23. General

If you have a problem with Wakeman, email info@wakeman.ai first. Most problems can be sorted out directly, and we will try.

These terms, together with the pages named in section 1 and what you agreed at checkout, are the whole agreement between you and us about Wakeman. If part of these terms cannot be enforced, the rest still applies. If we do not enforce a term straight away, we can still enforce it later. You may not transfer these terms to someone else without our written agreement. We may transfer them to a company that takes over Wakeman.