Draft, pending review. Highlighted notes and blanks are still open and come out before this is final.

Dispatch Terms of Service

Effective date: [effective date] [NEEDS LAWRENCE: the publication date, the same on the Terms and the Privacy Policy]

These Terms of Service ("Terms") are an agreement between you and SleepySquid LLC, a Maryland limited liability company that offers the Dispatch service ("SleepySquid," "Dispatch," "we," "us," or "our"). [NEEDS LAWRENCE: confirm "SleepySquid LLC" matches the Maryland SDAT record exactly, and register "Dispatch" as a trade name with SDAT before this says "does business as Dispatch."] They cover your use of the Dispatch website at [NEEDS LAWRENCE: final production domain], the Dispatch web app, and the AI broker calls placed through it (together, the "Service").

When you create an account, start a free trial, or use the Service, you agree to these Terms and to our Privacy Policy. If you're accepting for a company, you confirm you have authority to bind that company, and "you" means that company. You agree to these Terms by checking the box (or clicking the button that says you agree) at signup or checkout. We keep a record of which version you accepted and when.

Please read Section 5 (AI voice calls), Section 6 (your responsibilities), Section 16 (limits on our liability), and Section 18 (disputes) carefully. They explain what the AI says on your behalf, what you're responsible for, and how disputes are handled.

1. Definitions

  • Customer or you: the business or person who holds a Dispatch dispatcher account and pays for a plan.
  • Dispatcher: the person who signs in to a dispatcher account. Each plan includes one dispatcher login.
  • Driver user: a driver you invite or link to your account through the Driver app.
  • Broker: a freight broker, shipper, or other third party that the AI calls about a load.
  • Load: a load record you create in the Service, including stops, rate, equipment, and the broker's phone number.
  • AI call: an outbound phone call placed by Dispatch's AI voice agent about one of your loads, started by you, one load at a time.
  • Connected minutes: the time an AI call is actually connected to the other line, including time spent leaving a voicemail. Busy signals, unanswered calls, and failed dials have no connected minutes.
  • Call records: call audio recordings, transcripts, and call details (such as time, duration, outcome, and any rate or details the AI picked up).
  • Link: Sold through Link, LLC, a Stripe affiliate that runs checkout and billing for the Service as merchant of record (Section 10).

2. Who can use Dispatch

  • The Service is for business use only, by truck dispatchers, dispatch services, carriers, and owner-operators arranging freight. It isn't for personal, family, or household use.
  • You must be at least 18 years old and able to enter a binding contract.
  • The Service is offered only to businesses located in the United States, and AI calls may be placed only to U.S. phone numbers. [NEEDS LAWRENCE: confirm US-only. Recommended: telephony is US-only, and Managed Payments checkout would otherwise show local currencies and foreign VAT.]

3. Your account

  • Give us accurate account information and keep it up to date, including your company name, MC/DOT number, and callback number. The AI uses them when it introduces itself and when it leaves a voicemail. The Service won't place an AI call until you've saved a company name and a callback number. The company name must be your business's legal name, or a trade name registered with your state, and the callback number must reach your business during business hours.
  • Keep your password private. You're responsible for activity under your account.
  • Each plan includes one dispatcher login. Don't share logins or resell access.
  • Tell us right away at support@sleepysquid.com if you think someone has used your account without permission.

4. What the Service does, and what it doesn't

What it does. When you start an AI call on a load (for example, by clicking Call for Info), the AI phones the broker number on that load. It tells the broker it's an AI assistant calling for your business and that the call is recorded, and it asks whether that's okay. If the broker agrees, it asks whether the load is still available, gathers details like pickup, equipment, and appointment, and asks for a better rate. The transcript and the outcome are saved on that load for you to review. You can then choose to apply a rate or propose the load to a driver.

What it never does.

  • The AI never books a load, accepts a rate, signs anything, or commits you to anything. It gathers information and asks questions. You decide whether to book, and you book directly with the broker.
  • It doesn't send rate confirmations, carrier packets, or contracts for you.
  • Applying a rate or proposing a load to a driver happens only when you confirm it in the app.
  • It doesn't call on its own. Every AI call is started by you, one load at a time. We don't offer automatic, scheduled, or bulk calling.

AI output can be wrong. The AI may mishear, misunderstand, or misreport a rate, date, address, or other detail. It may also fail to reach a broker, miss a load that's available, or report a load as available when it isn't. The transcript is the best record of what was said. Check every rate and detail with the broker before you book or dispatch a driver. We aren't responsible for decisions you make based on AI output (see Sections 15 and 16).

What Dispatch is not. SleepySquid provides software. We are not a freight broker, freight forwarder, or motor carrier, and we don't hold or need FMCSA operating authority for the Service. We don't sell, offer, arrange, or negotiate transportation on our own behalf. We don't solicit shippers, choose or assign carriers for a load, take part in freight payments, or get paid by shippers or brokers. Your subscription fee is the only money we receive, and it's the same whether or not you book a load. When the AI speaks on a call, it's a tool acting on your instructions and for your business only (Section 5.1). You're the party offering your transportation services, and you decide whether to book.

5. AI voice calls

5.1 You authorize each call

Each AI call is made for your business, about your load, at your direction. By starting a call, you authorize us to place it and to have the AI speak for your business in the limited ways described in this section. For that limited purpose only (placing the call, giving the required disclosures, asking about the load, and reporting back to you), the AI acts on your behalf. Neither the AI nor SleepySquid has authority to accept a rate, book a load, sign anything, or otherwise bind you, and the AI says so if asked.

5.2 The AI identifies itself at the start of every call

At the start of every call, the AI says who it's calling for, that it's an AI assistant, and that the call is recorded, and it asks whether that's okay. Then it says why it's calling. The standard opener is:

"Hi, this is Hailey, an AI assistant calling on behalf of [your company name]. This call is recorded. Is that okay with you?" After the broker agrees: "Thanks. I'm calling about your [pickup city] to [delivery city] load, [pickup timing]. Is it still available?"

Before every call ends, the AI gives your callback number. Voicemails also name your company, say it's an AI assistant, say why it's calling, and give your callback number twice. The AI never claims to be a human, and it never claims to be you, your employee, or a dispatcher who works for you. If someone asks, it confirms it's an AI.

We may adjust the wording over time, but every call will still identify your business, the purpose of the call, that it's AI, and that it's recorded, and will give your callback number.

5.3 Recording and transcription

AI calls are recorded and transcribed. Recordings, transcripts, and call details are saved to the load in your account so you can review what was said. Our AI voice and telephony providers also process and store call audio and transcripts to place the call and produce the transcript (see the Privacy Policy). [PENDING: true once Retell's 90-day retention is set and published and the declined-call purge is live. Don't publish this sentence before then.] We automatically delete call recordings and transcripts 90 days after the call, from our systems and from our AI voice provider's systems. After that, we keep only basic call details (such as date, time, duration, outcome, and any rate saved to the load), as described in the Privacy Policy. If the broker doesn't agree to recording, the AI ends the call and we delete that call's recording and transcript within 24 hours. [PENDING: true once the declined-call purge (recording-consent PR) is live.] If you need a recording for longer than 90 days, it's your responsibility to keep your own copy before it's deleted, and to handle that copy lawfully.

5.4 Broker and third-party consent

  • AI calls go only to the phone number a broker has published or provided for carriers to call about that specific load, and only about that load. They are never used for marketing, sales, or cold outreach.
  • You're responsible for making sure each number you call meets this rule (Section 6).
  • Recording consent. Some states require every party to a call to consent before it's recorded. So on every call, wherever the broker is, the AI announces the recording at the start and asks whether that's okay. If the broker says no or doesn't clearly agree, the AI doesn't discuss the load. It gives your callback number and ends the call.
  • People who don't want to talk to an AI. If the broker asks for a person, the AI gives your callback number and ends the call.

5.5 Requests to stop calling

If a broker asks not to be called again, the AI acknowledges it and ends the call. We add that number to our do-not-call list, and the Service won't place AI calls to it again for you or any other Dispatch customer. You must also honor that request in any other calling you do, including calls you make yourself.

5.6 What the AI says for you

The AI may tell the broker your company name, your MC number (if you've saved it), and the load details you entered. It may also ask for a higher rate and say it will pass the broker's number along to you. It won't agree to a rate or book the load, and it won't promise future actions on your behalf (such as sending a carrier packet or calling back at a certain time). You're responsible for the accuracy of the information you give the AI to share.

5.7 Callbacks

Voicemails and "talk to a person" responses give your callback number, not a Dispatch number. We don't promise any particular handling of calls made back to the number the AI called from. [NEEDS LAWRENCE: decide inbound handling for the shared Retell caller-ID number. Recommended at minimum: a short recorded message naming the service and saying the caller should use the callback number they were given. If a callback gets the AI, it must disclose that it's an AI and that the call is recorded, too.]

6. Your responsibilities

You agree that:

  1. Lawful use. You'll use the Service only for lawful purposes and in line with all laws that apply to you and your calls. This includes telemarketing, robocall, artificial-voice, call-recording, privacy, and transportation laws.
  2. Accurate load information. The loads, stops, rates, equipment, broker names, and phone numbers you enter are accurate and come from the broker's own listing or the broker directly.
  3. Only people who agreed to business contact. You'll start AI calls only to brokers or other businesses that have published or given that number for calls about that load, or that have otherwise agreed to be contacted for business. You won't use the Service to call consumers, personal or residential numbers you collected some other way, numbers on a do-not-call list, or anyone who has asked not to be called.
  4. One load, one purpose. Each call is about one real load you're considering. No marketing, surveys, debt collection, political calls, or calls unrelated to that load.
  5. Honor opt-outs and objections. If a broker asks not to be called, objects to recording, or asks not to speak with an AI, you'll stop starting AI calls to that number.
  6. You make the decisions. The AI never books, accepts, or commits for you. You're responsible for checking every rate and detail, for every booking you make, and for every instruction you give a driver.
  7. Your drivers. You'll have the right to invite your drivers and to share their information with us. You'll tell them that the Driver app shares their location while it's open and that they may get text messages about loads. You'll get each driver's consent before we text them, and you'll tell them they can reply STOP to stop texts. [NEEDS LAWRENCE: STOP and HELP replies aren't handled in the app code yet. Confirm Twilio handles them, or have the engineer build it, before publishing.] Location sharing also needs the driver's permission in their browser or device, and you'll follow any law that requires you to notify workers about electronic monitoring.
  8. Your own accounts with brokers. You remain responsible for your carrier setup, insurance, authority, and agreements with brokers and shippers.
  9. Your operating authority. You hold any FMCSA or state authority your business needs. If you're a dispatch service, then for each carrier you call for: (a) you have a written agreement appointing you as that carrier's agent, (b) you call only for that carrier, and you identify that carrier on request, and (c) you don't accept loads without a truck, assign a load among several carriers, take payment from brokers, or otherwise act as a broker, unless you hold broker authority. [NEEDS LAWRENCE: confirm how dispatch-service accounts are set up today, and whether the AI should name the carrier the call is for.]
  10. Calling hours. You won't start AI calls outside 8 a.m. to 8 p.m. in the broker's local time, or any narrower window that applies under state law. The Service also refuses to place an AI call outside 8 a.m. to 8 p.m. in the broker's local time, judged from the area code of the number on the load.

7. Acceptable use

You won't:

  • use the Service to harass, threaten, deceive, or impersonate anyone, including telling the AI to claim it's a human or to give a false company name or MC number;
  • try to remove or change the AI disclosure, the recording notice and consent request, or the callback number;
  • place calls in bulk, call numbers that don't relate to a real load, or use the Service to get around the fair-use limits in Section 8;
  • call consumers or residential numbers, or use the Service for marketing of any kind;
  • reverse-engineer, scrape, overload, or probe the Service for weaknesses, or access other customers' data;
  • resell, sublicense, or share the Service outside your business; or
  • use the Service in a way that breaks our providers' terms (for example, our AI voice or telephony providers).

We may suspend AI calling, or your account, if we reasonably believe you're breaking this section or Section 6 (see Section 14).

8. Plans, drivers, and fair use

8.1 Plans

PlanPriceDriversAI broker calls
Solo$49 per month, plus taxUp to 5 driversIncluded, no per-call charge
Pro$149 per month, plus taxUp to 20 driversIncluded, no per-call charge

Prices are in US dollars and don't include sales tax, which is calculated and added at checkout (Section 10). Current prices are always on our pricing page.

8.2 Driver limit

Your plan covers the number of drivers shown above. If you try to link more, the app asks you to move to a larger plan. We never move you to another plan or charge you more automatically. If you move from Solo to Pro, the price difference is prorated for the rest of your billing period.

8.3 Fair use

AI broker calls are included in your plan for the normal operations of one dispatch business. Each monthly billing period, connected AI call time is limited to 300 minutes on Solo, 900 minutes on Pro, and 30 minutes during a free trial. If an account reaches this limit, we pause new AI calls until your next billing period starts. [NEEDS LAWRENCE: confirm the 30-minute trial cap. It's in the pricing proposal and the app, but not in the pricing you signed off on.] We never charge per call or for overage, and we never change your plan or charge you more without your action.

What this means in practice:

  • Only connected minutes count. Busy lines, no answers, and failed dials count for nothing. A voicemail counts only the time the AI is on the line.
  • A call that's already in progress when you reach the limit always finishes.
  • When you reach the limit, new calls pause and the app tells you so. On Solo, you can move to Pro to keep calling right away. On Pro, contact us at support@sleepysquid.com. Any extra calling capacity is only by written agreement, and we won't charge you for anything you haven't agreed to. [NEEDS LAWRENCE: what a Pro account at 900 minutes can get, e.g., a one-time courtesy top-up, a custom quote, or nothing until the next period.]
  • If you reach the limit during a free trial, you can end the trial early and start your plan to keep calling. Ending the trial early starts your paid plan and charges your card that day.
  • Fair-use limits are a cap, not a promise of availability. They don't change Section 15.

9. Free trial

  • New customers can start one 7-day free trial of Solo or Pro. A payment card is required to start. Each customer gets one free trial.
  • You won't be charged during the trial. If you don't cancel before the trial ends (7 days after you start it), your trial converts to the paid plan you picked, and Link charges your card for the first month ($49 for Solo or $149 for Pro, plus tax). Your plan then renews automatically every month until you cancel.
  • Cancel any time before the trial ends in Manage billing (the Stripe billing portal), through your Link account, or by emailing support@sleepysquid.com before the trial ends, and you won't be charged.
  • If there's no valid payment method on file when the trial ends, the subscription cancels.
  • The trial includes up to 30 connected minutes of AI calls (Section 8.3).
  • [NEEDS LAWRENCE: trial reminder. Link sends no reminder for a 7-day trial. Build an app reminder about 2 days before conversion, switch to an 8-day trial, or delete this line.] We'll email you a reminder before your trial converts.

10. Billing, renewals, and taxes

  • Who bills you. Checkout, billing, receipts, and payment support are handled by Sold through Link, LLC ("Link"), a Stripe affiliate that acts as the merchant of record and our authorized agent for collecting your subscription payments. Your card statement will show "LINK.COM* SLEEPYSQUID." You give your payment details to Link and Stripe, not to us, and their terms and privacy policies apply to that information. SleepySquid provides the Service and is responsible for it.
  • Automatic renewal. Plans are billed monthly in advance and renew automatically each month until you cancel. By subscribing, you authorize Link, on our behalf, to charge your payment method each month at the then-current price, plus any applicable taxes.
  • Plan changes. If you move between Solo and Pro, the change is prorated.
  • Taxes. Prices don't include taxes. Link calculates, collects, and remits any applicable sales tax at checkout, based on your location.
  • Failed payments. If a payment fails, Link will email you a link to update your card, and AI calling pauses until payment goes through. If payment still hasn't gone through after Link's retry period (about 2 weeks), your subscription is canceled.
  • Price changes. We may change prices. We'll give you at least 30 days' notice by email before a new price applies to your plan, and the change takes effect at your next renewal after that notice. You can cancel before then. [NEEDS LAWRENCE: confirm 30 days. It's a common B2B default.]

11. Cancellation and refunds

  • How to cancel. You can cancel anytime from Manage billing in the app (the Stripe billing portal), from your Link account, or by emailing support@sleepysquid.com from your account email.
  • When it takes effect. Cancellation takes effect at the end of your current paid billing period. You keep full access until then, and you won't be charged again.
  • Refunds. [NEEDS LAWRENCE: refund policy. Recommended: "Fees are non-refundable except where required by law, but email us within 7 days of a charge and we'll consider a refund."] Link may also issue refunds under its own refund policy within 60 days of a charge. A full refund ends your subscription and access immediately.
  • Trial cancellations before the trial ends aren't charged (Section 9).
  • After cancellation, your data is handled as described in the Privacy Policy (Section 7 there). [NEEDS LAWRENCE: export or recovery window after cancellation, e.g., 30 days. Call recordings still delete on the 90-day schedule either way.]

12. Your data and content

  • You own your data. Your loads, broker details, drivers, and call records belong to you (or to you and the people on the call, as the law provides).
  • Permission you give us. You give us permission to host, process, transmit, and display your data only to provide, secure, and support the Service. This includes sending it to the service providers listed in the Privacy Policy. We may also use aggregated, de-identified usage statistics (such as call counts and durations) to run and improve the Service.
  • Product improvement. [PENDING: true only after Retell confirms in writing that our call data is excluded from model training (must-fix 4.4). Don't publish this sentence before then.] We don't use your call recordings or transcripts to train AI models, and we don't allow our AI voice provider to use them to train its models. [NEEDS LAWRENCE: confirm this choice.]
  • Retention and deletion. See the Privacy Policy. [PENDING: true once Retell's 90-day retention is set and published and the declined-call purge is live. Don't publish this sentence before then.] Call recordings and transcripts are deleted 90 days after the call (Section 5.3).
  • Feedback. If you send us suggestions, we can use them without owing you anything.

13. Third-party services

The Service relies on third-party providers, including our hosting, database, payment, AI voice, telephony, mapping, and email providers (listed in the Privacy Policy). Their availability affects ours. We aren't responsible for third-party services we don't control, but we choose them carefully and are responsible for how we use them.

14. Suspension and termination

  • We may suspend AI calling or your account if: you break these Terms (especially Sections 6 and 7); a broker, carrier, or provider reports abuse; a payment fails; or we reasonably need to in order to protect brokers, other customers, or the Service. Where reasonable, we'll tell you first and give you a chance to fix the problem. We may suspend AI calling immediately if we believe calls may violate calling or recording laws. Otherwise, we'll give you at least 5 business days to fix the problem first. [NEEDS LAWRENCE: confirm 5 business days.]
  • You can stop using the Service and cancel at any time (Section 11).
  • We may end these Terms or discontinue the Service with at least 30 days' notice. If we discontinue the Service for reasons other than your breach, we'll refund the unused part of any prepaid fees. [NEEDS LAWRENCE: confirm 30 days and the prorated refund.]
  • Sections that by their nature should continue (for example, 6, 12, 15–18, and 20) survive termination.

15. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." AI calls depend on phone networks, brokers answering, and AI speech and language technology. The AI can make mistakes. We don't promise that any call will connect, that a broker will answer, that a load will be available, that the AI will get a better rate, or that its transcripts or extracted details will be complete or accurate. We aren't responsible for loads you miss or book, rates you accept, or instructions you give drivers based on AI output. TO THE EXTENT THE LAW ALLOWS, WE DISCLAIM ALL IMPLIED WARRANTIES, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

16. Limitation of liability

To the extent the law allows:

  • Neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or loads, even if told they were possible.
  • Our total liability for any claim relating to the Service is limited to the greater of (a) the fees you paid for the Service in the 12 months before the event giving rise to the claim, or (b) $100. [NEEDS LAWRENCE: confirm. This is a common SaaS cap and matches Retell's own cap structure.]
  • These limits don't apply to: your payment obligations; your obligations under Section 17 (indemnity); your breach of Sections 6 or 7; or either party's gross negligence, fraud, or willful misconduct.

17. Indemnity

By you. You'll defend and indemnify SleepySquid against third-party claims, fines, and penalties that arise from: calls you start through the Service; the information you provide for them (including phone numbers and company names); your breach of Sections 6 or 7; or your dealings with brokers, shippers, and drivers. This includes claims under telemarketing, artificial-voice, call-recording, privacy, and transportation laws, to the extent those claims come from your instructions, data, or breach.

By us. We'll defend you against third-party claims that the Service, as we provide it and as you use it under these Terms, infringes their U.S. intellectual property rights, and we'll pay any resulting damages finally awarded or settlement we agree to.

Process. The indemnified party must promptly notify the other party, let the indemnifying party control the defense and settlement (no settlement that admits fault for, or imposes obligations on, the indemnified party without its consent), and reasonably cooperate.

18. Governing law and disputes

These Terms are governed by the laws of the State of Maryland, without regard to conflict-of-law rules. Informal resolution first. Before filing a claim, the party with the claim will email the other a written description of it, and both will try in good faith to resolve it for 30 days. Courts. Any claim will be brought only in the state or federal courts located in [NEEDS LAWRENCE: the Maryland county for venue, e.g., where SleepySquid's principal office is], and both parties consent to those courts' jurisdiction. Either party may bring an individual claim in small-claims court instead, if it qualifies. Jury waiver. EACH PARTY WAIVES ITS RIGHT TO A JURY TRIAL. Individual claims. Claims may be brought only on an individual basis, not as a plaintiff or class member in a class, consolidated, or representative action, to the extent the law allows.

19. Changes to these Terms

We may update these Terms. If a change is material, we'll tell you by email or in the app at least 30 days before it takes effect. [NEEDS LAWRENCE: confirm 30 days.] The "Effective date" at the top shows when these Terms last changed. If you keep using the Service after a change takes effect, you accept the new Terms. If you don't agree, you can cancel (Section 11). Changes don't apply to a dispute that arose before the change took effect, and we won't change Section 18 for a dispute already underway.

20. General

  • Entire agreement. These Terms and the Privacy Policy are the whole agreement between us about the Service.
  • Assignment. You can't transfer these Terms without our consent. We may transfer them as part of a merger, acquisition, or sale of assets.
  • Severability and waiver. If part of these Terms can't be enforced, the rest still applies. Not enforcing a term isn't a waiver.
  • Notices. We send notices to your account email. You send notices to support@sleepysquid.com or SleepySquid LLC, [NEEDS LAWRENCE: mailing address].
  • Electronic communications. You agree to receive notices, receipts, and other communications electronically.
  • Force majeure. Neither party is liable for delays or failures caused by events beyond its reasonable control (for example, phone-network or provider outages, natural disasters, or government action), except for payment obligations.
  • Independent parties. Except for the limited authority in Section 5.1, nothing in these Terms creates a partnership, joint venture, employment, or general agency relationship.
  • No third-party beneficiaries. These Terms are only for you and us.
  • Export and sanctions. You represent that you aren't located in, or acting for anyone in, a country or on a list subject to U.S. sanctions.
  • Survival. Sections that by their nature should survive (including 6, 12, and 15–20) survive termination.

21. Contact

SleepySquid LLC
[NEEDS LAWRENCE: mailing address]
Email: support@sleepysquid.com

← Back to home