Terms of Service

These Terms of Service govern access to and use of SurfLocal.biz, SurfLocal Phone, SurfLocal Office, SurfLocal AI, related customer portals, and associated services provided by SurfLocal Media LLC.

By creating an account, purchasing a service, or using the services, you agree to these Terms and any pricing, order, or service terms presented to you at the time of purchase.

If you use SurfLocal on behalf of a business or organization, you represent that you are authorized to accept these Terms for that organization.

SurfLocal provides business communication and workflow technology. Available functions may include business calling, text messaging, routing, voicemail, recordings, transcription, customer history, leads, appointments, Office tools, billing tools, business records, AI-assisted workflows, and other connected services.

Features vary by plan, configuration, geographic availability, telecommunications availability, provider capability, and the systems connected to a customer's account.

A description of a possible feature or integration does not guarantee that the feature is active for every customer.

Customers must provide accurate account information and maintain the security of passwords, authentication methods, authorized devices, and user access.

The customer is responsible for activity performed through its account by authorized users and for promptly removing access when a person is no longer authorized.

SurfLocal may restrict or suspend access when reasonably necessary to protect the service, investigate unauthorized activity, enforce these Terms, or comply with law.

Telephone-number availability is not guaranteed until assignment and activation are confirmed. Number assignment, messaging registration, routing, carrier acceptance, and telecommunications functionality may depend on third-party networks and applicable regulatory or industry requirements.

Customers may not use SurfLocal communications services for unlawful, fraudulent, deceptive, abusive, harassing, or unauthorized calling or messaging.

Customers are responsible for obtaining and maintaining any consent, disclosures, registrations, licenses, or permissions required for their specific communications.

Messaging consent is voluntary and is not a condition of purchasing an unrelated SurfLocal service unless the messaging itself is the service being specifically requested.

Consent for one message type, sender, or program does not automatically authorize unrelated marketing or another messaging program.

Additional messaging-specific terms are available in our Messaging Terms.

Some SurfLocal services involve setup fees, recurring subscription fees, usage-related charges, or other charges. Applicable pricing and billing frequency are presented during checkout, in an order, or in another written service arrangement.

By submitting a purchase, you authorize the applicable charges described in the checkout or order process. Payment processing may be provided through a third-party payment service.

Taxes or government-imposed charges may apply when required.

Cancellation, refund, and credit rights are governed by the purchase terms, order documentation, service arrangement, and applicable law. Contact SurfLocal before the next billing date when requesting a service change or cancellation.

Cancellation of future service does not by itself reverse charges that were validly incurred before the effective cancellation date unless the applicable purchase terms or law provide otherwise.

Customers remain responsible for the information and content they submit, upload, create, communicate, record, or maintain through the service and for having lawful authority to process that information.

Customers must not use SurfLocal to collect, store, transmit, or process information in violation of law, third-party rights, or applicable contractual obligations.

SurfLocal may process customer content as reasonably necessary to provide, secure, support, and maintain the requested service.

SurfLocal may provide voicemail recording, transcription, or intentional call-recording functions. Recording and consent laws vary by jurisdiction and by the circumstances of a call.

The customer and the authorized user who initiates or configures a recording are responsible for determining whether notice or consent is required and for using the feature lawfully.

SurfLocal AI and automation features may help answer questions, collect structured information, classify requests, route work, or perform configured actions.

Customers are responsible for defining appropriate business rules, reviewing outputs where appropriate, and deciding which decisions or actions require human involvement.

AI-generated or automated output may be incomplete, incorrect, or unsuitable for a particular use. It should not be treated as a substitute for professional judgment where professional or regulated advice is required.

Do not rely on SurfLocal as the sole method for contacting 911, emergency responders, medical providers, law enforcement, or other life-safety services. Emergency-calling capability can differ by configuration, device, location, and telecommunications provider.

SurfLocal is not designed to independently make medical, legal, financial, safety-critical, or other regulated professional decisions.

Use of the services is also subject to the Acceptable Use Policy.

SurfLocal may investigate suspected abuse and may suspend or restrict services when reasonably necessary to protect users, carriers, networks, the public, or the SurfLocal platform.

SurfLocal depends on third-party infrastructure and service providers, which may include telecommunications networks, payment processors, hosting services, email delivery systems, security providers, and other technology services.

Third-party outages, carrier filtering, regulatory actions, or provider restrictions may affect availability or delivery even when SurfLocal itself is operating correctly.

We work to provide reliable services, but uninterrupted or error-free operation cannot be guaranteed. Maintenance, security events, telecommunications conditions, internet outages, carrier decisions, provider outages, or other events may interrupt service.

SurfLocal may modify features when reasonably necessary for security, legal, provider, operational, or product reasons.

To the maximum extent permitted by law, the services are provided on an "as available" basis. SurfLocal does not guarantee that every communication will be delivered, every third-party network will accept traffic, or every automated result will be error-free.

To the maximum extent permitted by law, SurfLocal is not responsible for indirect, incidental, special, exemplary, punitive, or consequential damages arising from use of the services.

Nothing in these Terms limits liability that cannot lawfully be limited or excluded.

SurfLocal may update these Terms as services, technology, or legal requirements change. The revision date at the top identifies the current version.

If a customer has a separately signed agreement with SurfLocal, conflicting provisions of that signed agreement control over these general Terms for that customer.