The rules every shop follows when it uses SERVALO. They are part of the Terms.
Version 2026-10-09
This policy applies to every business that uses SERVALO ("you"), and to everyone you give access to your account: owners, office staff, dispatchers and technicians. You are responsible for what they do in the Service.
2.1 SERVALO answers inbound calls. You must not use it, or try to make it, place outbound calls with an AI or artificial voice, or prerecorded calls, to anyone.
2.2 You must not use any SERVALO number to place autodialed, prerecorded or artificial-voice calls outside the Service without the prior express consent the law requires (Telephone Consumer Protection Act, FCC rules, and state law).
You must not use the Service to show a caller ID that you do not have the right to use, or to hide or falsify where a call or text comes from (Truth in Caller ID Act).
4.1 Every AI-answered call starts with a notice that the call is transcribed and the caller is speaking with an AI assistant. Voicemail tells callers the message is recorded. You must not remove, shorten, talk over, hide or work around either notice.
4.2 You must not instruct the assistant, or tell callers, that they are speaking with a person.
4.3 If you record or transfer calls outside the Service, you give any notice and get any consent your state requires.
You must not use the Service to:
These rules follow the FTC Consumer Reviews and Testimonials Rule (16 CFR Part 465), the FTC Endorsement Guides (16 CFR Part 255), the Consumer Review Fairness Act and each review site's policies. Templates that break them are refused when you save them and when they send.
6.1 You text only people who gave your business their number and the consent the law requires for that kind of text.
6.2 You must not upload, import or buy lists of numbers to text, or use the Service for cold texting, marketing blasts or spam.
6.3 You must honor every opt-out. The Service stops texts to a number that says STOP or a common way of saying it, and you must not get around that, for example by texting the number from another service using data from SERVALO.
6.4 Texts go out only between 8am and 8pm in your time zone. You must not try to change that window.
7.1 When a caller describes a gas smell, a carbon monoxide alarm, smoke, fire or trouble breathing, code in the Service tells them to get out and call 911 or the gas company from outside, and escalates the call to your on-call contacts. You must not change, weaken or try to bypass that handling.
7.2 You must not configure the assistant, through greetings, service descriptions, FAQs, templates or any other setting, to: diagnose a hazard; tell a caller a gas smell, carbon monoxide alarm, smoke or fire is safe; tell a caller to stay in a home with a suspected hazard; or walk a caller through repairs to gas, electrical, refrigerant or combustion equipment.
7.3 You keep your on-call and transfer contacts current, and you answer escalations.
8.1 You must not use the Service to harass, threaten, abuse, defame or deceive anyone, or to impersonate a person or business.
8.2 You must not use the Service to refuse, delay, price or limit service to anyone, or to set a service area, because of race, color, religion, national origin, sex, disability, familial status or any other characteristic protected by law.
9.1 You hold every license, registration, certification, permit and insurance your work requires where you work, including any state or local HVAC or mechanical contractor license and, for technicians who handle refrigerant, EPA Section 608 certification.
9.2 You do not use the Service to promote or book work you are not licensed or qualified to do.
9.3 You use the Service only for your own residential home-services business.
10.1 Calls and texts in the Service run on Twilio and the mobile carriers. You must follow Twilio's Acceptable Use Policy and Messaging Policy, the CTIA Messaging Principles and Best Practices, and each carrier's rules, as they change. Those rules flow down to you as if they were written here.
10.2 You give accurate business information for carrier registration (A2P 10DLC), and tell us at once if it changes.
10.3 Carriers and Twilio may filter, block or suspend traffic, or require us to suspend you. SERVALO is not responsible for their decisions.
You must not:
You must not use the assistant or texts to collect payment card numbers, Social Security numbers, health information, or other sensitive data. Payments go through the payment features built for them.
13.1 Report it. If you see misuse, tell us at servalo.io/support.
13.2 What we can do. If we reasonably believe you have broken this policy, we may: warn you; refuse or remove a template, greeting or setting; stop a text or batch of texts; or suspend all or part of the Service under Section 17 of the Terms. We give notice first where practical. We may suspend without notice when people are at risk, or when Twilio, a carrier or a regulator requires it.
13.3 Ending the agreement. Serious or repeated breaches may lead us to end the agreement under Section 18.3 of the Terms.
13.4 Cooperation. We may share information with Twilio, carriers or authorities when the law requires it or to stop harm.
13.5 Your responsibility. You are responsible for claims that arise from your breach of this policy, as Section 23.1 of the Terms says.
We may update this policy. For a change that matters, we email the account owner at least 30 days before it takes effect, except when a change is required by law, Twilio or a carrier, which may take effect sooner.