This policy explains how Solutions Hill Front Desk ("Front Desk") subscriptions, add-on products, usage charges, Flex Balance, Auto-Recharge, payment recovery, cancellations, refunds, phone-number changes, Marketing activity, Sales Agent activity, partner programs, affiliate commissions, and payouts are handled. It forms part of the Front Desk Terms of Service.
1. Product structure
Front Desk currently offers three independently managed commercial products: the Front Desk AI receptionist, Sales Agent, and Marketing. A customer may subscribe to one or more products as made available in the workspace. Activating, cancelling, suspending, or recovering one product does not automatically activate, cancel, suspend, or recover another unless the service expressly says otherwise.
Prospect Finder and Prospect Lists may be shared across enabled Sales Agent and Marketing workflows. Access to a shared data feature does not by itself create entitlement to every Sales Agent or Marketing capability.
2. Front Desk AI receptionist plans
Front Desk plans include the customer-facing features shown on the current Pricing page, such as 24/7 AI call answering, lead capture, call summaries, human transfer, caller-requested follow-up email, and tenant-specific business knowledge. If a description in this policy differs from the current Pricing page or an executed order, the current Pricing page or executed order controls for the applicable purchase.
3. Sales Agent subscription
Sales Agent is a separately billed add-on. The current standard catalog price is $249/month or $2,490/year. Sales Agent may provide Prospect Finder access, Email Sales Agent, Voice Sales Agent, SMS Sales Agent where enabled, pipeline and opportunity management, campaign orchestration, and reporting and ROI features.
The Sales Agent subscription fee unlocks the product but does not necessarily include every third-party, AI, telephony, email, SMS, search, or other metered cost generated by use. Pay-per-use activity may be charged through Flex or another clearly disclosed usage mechanism. Current in-product usage controls and the Pricing page govern applicable rates.
Sales Agent can be cancelled independently from Front Desk and Marketing. Cancellation or temporary payment suspension does not automatically delete prospects, Prospect Lists, campaign history, leads, opportunities, suppressions, consent records, or reports.
4. Marketing subscription
Marketing is independently billed from Front Desk and Sales Agent. The current standard catalog price is $149/month or $1,490/year. The Marketing subscription enables the Marketing workspace and may include audience management, imports, Static and Smart Lists, templates, campaigns, automation journeys, analytics, compliance tools, AI-assisted content, banner advertising, partner programs, Sponsored Email, and other Marketing capabilities made available in the product.
Cancelling Marketing does not automatically cancel Front Desk or Sales Agent. Marketing cancellation or payment suspension may disable access to Marketing features while retaining lists, tags, audience membership, campaign history, suppressions, attribution, and audit records in accordance with the Privacy Policy and applicable retention requirements.
5. Marketing Flex and metered usage
The Marketing subscription unlocks the product. Certain Marketing actions are metered separately and may be deducted from the workspace's prepaid Flex Balance. The current standard catalog includes the following rates unless a different rate is displayed in-product or agreed in writing:
- Bulk campaign email: $0.01 per eligible recipient, with a $5.00 minimum charge per bulk campaign.
- Journey automation email: $0.01 per automated recipient email, with no bulk-campaign minimum.
- AI prospect strategy: $0.02 per request.
- AI prospect search: $0.05 per request.
- Accepted prospect or lead: $0.01 each.
- AI text blog: $0.50 per generated blog.
Usage is charged when the applicable metered action runs or is accepted under the product's billing rules, not merely because the feature is visible. Failed, duplicate, suppressed, or otherwise ineligible activity may be treated differently according to the applicable in-product billing logic and audit records.
6. Marketing campaigns, journeys, and recipient charges
Bulk email campaign charges are based on eligible recipients at the time the campaign is prepared or launched under the current product rules. Campaign minimums may apply even when the final eligible audience is smaller than expected. Journey automation is billed separately from one-time bulk campaigns and does not inherit the bulk-campaign minimum unless expressly stated.
Customers are responsible for reviewing audience size, exclusions, suppressions, test sends, scheduling, and campaign configuration before launch. A customer-requested retry, resend, transfer, loop, or new journey run may create additional metered activity where the product indicates that a new billable send or action occurs.
7. Banner Ads and creative limits
The current Marketing implementation allows up to three active uploaded banner creative slots per workspace. Customers may delete prior banners and upload replacements. The current standard implementation does not impose a separate per-impression charge for a customer's owned banner impressions unless a different charge is displayed or agreed in writing.
Creative storage, delivery, placement, dimensions, content restrictions, and campaign eligibility remain subject to product limits, technical requirements, acceptable-use rules, and available infrastructure.
8. Partner Banner Exchange and mutual promotion
The Partner Banner Exchange allows eligible active participants to exchange banner visibility through supported Front Desk widgets and placements. The current standard implementation does not charge participating customers per reciprocal partner impression or click. Solutions Hill may apply eligibility, quality, safety, inventory, pacing, placement, or technical rules to protect the network.
Participation does not guarantee a particular number of impressions, clicks, leads, placements, partners, or conversions. A customer's reciprocal placement may depend on active partners, available inventory, targeting compatibility, website integration, and other operational factors.
9. Sponsored Email, sponsored campaigns, and partnerships
Front Desk may support sponsored email, sponsored campaigns, direct partnerships, referral offers, or other paid or negotiated promotional arrangements. Commercial terms for a sponsored or partner campaign may be established separately from the standard Marketing subscription and Flex catalog, including campaign-specific pricing, funding, revenue sharing, eligibility, audience rules, placement, approval, and payout terms.
No sponsored or partner arrangement is guaranteed merely because the feature is available in the dashboard. Where campaign-specific commercial terms differ from this general policy, the campaign order, accepted in-product terms, or written agreement controls for that campaign.
10. Billing cadence
Monthly subscriptions renew each month. Annual subscriptions renew each year. Front Desk included AI minutes reset monthly even for annual subscribers. Annual prices may reflect an effective discount compared with twelve monthly payments. PayPal currently processes recurring subscription charges using the payment method associated with the subscriber's checkout.
11. Included Front Desk usage and Flex Balance
Front Desk AI-minute usage is measured from completed call duration and displayed in the tenant dashboard. Included minutes are consumed first. After the included monthly allowance is used, additional eligible AI call time may be paid from the tenant's Flex Balance at the published rate for the subscribed plan. Flex usage is calculated proportionally to the second rather than by automatically rounding each call to a full minute.
Purchased Flex credit is separate from included monthly minutes. Included Front Desk minutes reset each month, while purchased Flex Balance rolls forward while the applicable subscription remains active. Flex may also be used for supported Sales Agent or Marketing usage as disclosed in-product. Front Desk does not apply a new Flex rate retroactively to usage that occurred before that rate became effective.
12. Flex Auto-Recharge authorization
Auto-Recharge is optional and requires separate customer authorization through PayPal. When enabled, the customer selects or accepts a reload amount, low-balance threshold, and monthly Auto-Recharge cap. When the Flex Balance reaches the applicable threshold, Front Desk may charge the authorized PayPal payment method and add the corresponding purchased credit without requiring the customer to be present for each reload.
Customers can change or disable Auto-Recharge from available billing controls. Front Desk stores a protected PayPal payment-method token rather than the customer's raw PayPal password, card number, or bank-account credentials.
13. Usage notifications, budgets, and limits
Front Desk may provide usage notices, budget controls, caps, or warnings for included minutes, Flex Balance, AI usage, Marketing usage, Sales Agent activity, or other metered services. Front Desk call-minute notifications may be sent at approximately 75%, 90%, and 100% of the included monthly allowance. These notices are informational; the dashboard, provider records, billing ledger, and applicable usage events remain the primary operational records.
Usage caps, quotas, rate limits, campaign limits, or safeguards may restrict a feature even when a customer has a positive Flex Balance. Such controls may be used for compliance, abuse prevention, provider limits, cost protection, service reliability, or plan enforcement.
14. Auto-Recharge failures, caps, and service continuity
If an Auto-Recharge attempt fails or the customer's configured monthly cap has been reached, Front Desk will not intentionally terminate an active caller conversation solely because of Flex balance. A limited emergency reserve may temporarily allow an active or immediately eligible service to complete. Once that reserve is exhausted, subsequent AI call handling or other metered activity may be limited until Flex funding is restored.
Customers are responsible for selecting funding limits appropriate for their usage. Front Desk may notify the Tenant Owner or other authorized billing contacts of failed recharges, low balance, exhausted emergency reserve, reached limits, or suspended metered activity.
15. Subscription payment failures and grace periods
If PayPal reports a failed recurring payment for Front Desk, Sales Agent, or Marketing, the affected subscription may enter a past-due state. Front Desk currently uses a short payment-recovery grace period for eligible products before suspension. The exact recovery deadline shown in the workspace controls for that billing event.
If payment is not resolved before the applicable grace period ends, the affected product may be suspended while customer data and history remain retained. When PayPal later confirms recovery, supported product access may be restored automatically without requiring customers to recreate stored prospects, lists, campaigns, opportunities, or other retained configuration.
16. Complimentary, pilot, Shill Partner, and administrative access
Solutions Hill may grant complimentary, pilot, Shill Partner, promotional, or platform-administrator access to one or more products. Such access may have a $0 subscription price, may not create a PayPal subscription, and may be modified or revoked by Solutions Hill according to the applicable pilot, Shill Partner, promotional, or administrative arrangement.
Complimentary or pilot access does not create a permanent entitlement to future paid features or rates unless agreed in writing.
17. Cancellation and product independence
Customers may cancel eligible recurring subscriptions through available billing controls, PayPal subscription controls where applicable, or Solutions Hill support. Cancellation prevents future renewal once processed and effective. Cancelling one independently billed product does not automatically cancel the others.
Cancellation may disable paid-feature access while retaining data and history as described in the Privacy Policy. Because carrier, number, campaign, automation, or integration state changes can have operational effects, customers who require uninterrupted service should review their configuration before cancelling.
18. Refunds and Flex credits
Subscription charges are generally non-refundable once a billing period has begun, and unused included minutes or subscription access are not automatically prorated or credited. Purchased Flex Balance is intended for Solutions Hill service usage and is not cash, a bank account, or a stored-value financial product. Unless required by law or approved by Solutions Hill for a billing error or service issue, unused promotional or purchased Flex credit is not automatically redeemable for cash.
Solutions Hill may issue credits or refunds for duplicate charges, confirmed billing errors, material service failures where commercially appropriate, or where required by law. Requests should be submitted promptly with sufficient billing detail for review.
19. Plan and billing-period changes
Plan upgrades, downgrades, and billing-period changes may require support assistance or a new checkout depending on the product. A pending workspace already attached to a checkout may need to complete or resolve that checkout before switching plans. Solutions Hill will not intentionally move a customer to a higher-priced recurring subscription without authorization.
A plan or billing change may alter future allowances, product access, campaign limits, Flex rates, usage rates, or billing cadence prospectively.
20. User, phone-number, and product limits
Active users, pending invitations that reserve a seat, active phone numbers, campaign quotas, creative slots, prospecting limits, and other product limits are subject to the applicable plan and in-product controls. A temporary retiring number created during an approved number replacement may remain active during the transition window without being treated as a second permanent number for plan-limit purposes.
21. Number changes
Self-service Front Desk number changes may be rate-limited to reduce carrier costs and abuse. The current workflow generally permits one self-service replacement within a 30-day period. A replacement number is provisioned before the prior number is retired, and the prior number may remain active for an approximately seven-day transition period before release.
22. Existing-number forwarding and porting
Customers may forward an existing business number to Front Desk or request that an eligible number be ported. Porting is not automatic. Solutions Hill coordinates the request with the customer and carrier and may require a Letter of Authorization, recent carrier bill, account information, identity or business verification, PIN or transfer information, and other carrier documentation.
Port timing is controlled in part by the current and gaining carriers. Customers should not cancel existing carrier service until Solutions Hill confirms that the port has completed successfully. Carrier rejections, freezes, PIN requirements, mismatched account information, regulatory requirements, or third-party delays may affect timing.
23. Taxes, carrier fees, and third-party charges
Prices shown by Front Desk are exclusive of taxes or governmental charges unless stated otherwise. PayPal, telecommunications providers, carriers, email providers, AI providers, advertising partners, or other third parties may impose taxes, fees, provider costs, pass-through charges, or restrictions that Solutions Hill is required or permitted to collect or pass through when disclosed.
24. Customer Affiliate Program
Eligible paying Solutions Hill customers may receive a unique referral link. When a new customer creates a qualifying Solutions Hill workspace through that link and becomes a paying customer, the referring customer may earn a recurring commission equal to 20% of qualifying recurring subscription revenue while the referred customer remains eligible and active.
Qualifying recurring subscription revenue currently includes paid Front Desk, Sales Agent, and Marketing subscription fees. Flex Balance purchases, usage charges, taxes, refunds, credits, pass-through charges, and other metered or non-subscription amounts do not qualify. Annual subscription revenue is recognized on a monthly-equivalent basis for affiliate commission purposes.
Referral attribution is intended for genuine third-party customer referrals and is generally permanent for the active referred-customer relationship once valid attribution is established. Self-referrals, duplicate or manipulated accounts, payment fraud, chargeback abuse, or attempts to manufacture commissions may be rejected, reversed, suspended, or terminated.
25. Affiliate and partner payouts
Eligible affiliate or partner earnings may be paid through supported payout providers such as PayPal after they become available under the applicable program rules. Customers or partners may be required to provide and maintain a valid payout destination and satisfy a minimum payout threshold or other eligibility requirements.
Payouts may remain pending while provider processing, fraud review, payment recovery, refund periods, chargebacks, reconciliation, or other validation is completed. Solutions Hill may correct, reverse, or offset earnings affected by refunds, duplicate attribution, billing errors, fraud, chargebacks, or invalid activity. Payout provider timing and availability are outside Solutions Hill's complete control.
26. Price and policy changes
Solutions Hill may change future subscription pricing, plan allowances, Flex rates, usage rates, campaign minimums, product limits, payout terms, or commercial policies with reasonable advance notice where appropriate. Changes apply prospectively and do not retroactively alter already-paid subscription periods or previously incurred usage unless required by law or agreed with the customer.
The current Pricing page and in-product billing controls should be reviewed before initiating a new purchase or metered action because product catalogs may evolve more frequently than this policy.
27. Billing disputes and support
Customers should review suspected billing errors promptly and provide the workspace, transaction, date, product, and other information reasonably necessary to investigate. Questions about subscriptions, Auto-Recharge, Flex Balance, cancellation, refunds, plan changes, Sales Agent usage, Marketing usage, affiliate payouts, sponsored arrangements, or number porting may be sent to shill@solutionshill.com.