Terms of Service

Accounts

You must be at least 18, located in the United States, and authorized to act for the business you sign up. You're responsible for your team's access and for keeping sign-in details secure.

Plans, billing and cancellation

Plans are billed per location, month-to-month, and renew automatically until canceled. Our Subscription Terms explain trials, renewals, price changes and how to cancel online.

Your data and your customers

You own your business's data. You give us permission to process it only to provide and improve the service, as described in our Privacy Policy and Data Processing Addendum, which you accept at signup.

You're responsible for having a lawful basis and any required consent to contact your customers, including consent you import from other tools. Emerald CX still enforces consent capture, STOP handling, quiet hours and suppression on every account.

Acceptable use

You agree to follow our Acceptable Use Policy and SMS Terms. We may suspend accounts that put recipients, carriers or other customers at risk.

Payments

Payments you accept from customers are processed by Stripe under Stripe's Connected Account Agreement. Processing fees and any platform fee are shown in Settings before you take your first payment.

AI features

Ivy and Jade generate content using AI. Ivy always identifies itself as an AI assistant. Jade drafts are labeled and need your approval before anything is sent. AI output can be wrong; review anything important. It isn't legal, tax or financial advice.

Our property

Emerald CX, its software and its brand belong to Emerald Infinite. Don't copy, resell or reverse-engineer the service.

Disclaimers and liability

We work hard to keep Emerald CX available and accurate, but the service is provided “as is.” To the extent the law allows, our total liability for any claim is limited to the fees you paid us in the 12 months before the claim, and neither party is liable for indirect or consequential damages.

Arbitration and class-action waiver

Most disputes can be resolved informally — email legal@emeraldcx.com first. If we can't resolve it within 60 days, disputes will be resolved by binding individual arbitration rather than in court, and claims may only be brought individually, not as part of a class. Small-claims court remains available.

You can opt out of this arbitration agreement by emailing legal@emeraldcx.com within 30 days of first accepting these Terms, with your name, business name and a clear statement that you opt out.

Governing law and changes

These Terms are governed by the laws of the State of Utah. We'll give at least 30 days' notice before material changes take effect.