Terms of service
These terms cover your use of Lobby, the AI front desk service provided by Plainwork LLC. If you sign an order form or a pilot agreement with us, that document governs where it disagrees with this page.
Who you are contracting with
Plainwork and Lobby are trade names of Plainwork LLC, a Delaware limited liability company.
Plainwork LLC, 818 18th St NW, Suite 810 1380, Washington, DC 20006.
What the service does
Lobby answers inbound phone calls to numbers you forward to us. It identifies callers against a roster you provide, answers routine questions from facts you give us, takes messages, and alerts your team when something needs a person.
Lobby is not an emergency service. It cannot dispatch police, fire or medical help. Our agent directs callers reporting an emergency to call 911, and you agree not to present the service to residents as an emergency line.
What we need from you, and what rests on it
The service answers with the facts you give us. Dues figures, due dates, amenity details, contacts and escalation rules all come from you, and we have no independent way to know when one changes.
- You are responsible for the accuracy of what you give us, and for telling us when it changes. If your dues change and you do not tell us, the agent will keep quoting the old figure.
- You confirm you have the right to give us the resident data you send, and to have us process it on your behalf.
- You are responsible for the forwarding configuration on your own phone line.
Where a figure has gone stale beyond the period we agreed, the agent declines and takes a message instead of guessing. A visible gap is safer than a confident wrong answer.
Call recording is your obligation too
Our agent announces on every call that it is recorded. Florida is an all-party consent state and other states have similar rules.
You may not ask us to disable that announcement, and we will refuse if asked. If you operate somewhere with stricter requirements, tell us before go-live.
Your data is yours
You keep ownership of your resident roster and of the interaction history the service produces. You can ask for an export at any time, including when you leave, and we will provide it before the roster is purged 60 days after termination.
We may use de-identified, aggregated information, which carries no resident's name, address, contact details or balance, to operate and improve the service. We do not sell personal information.
Retention periods are set out in the privacy policy and form part of these terms.
Fees
Prices are stated on the Lobby page or in your order form. Fees are billed monthly in advance. Charges for doors above your plan's included count are billed in arrears against the count you report.
Pilots run for the length stated in your pilot agreement and convert to the standard rate at the end of that period unless you cancel first.
Cancelling
You can cancel at any time with 30 days' notice, and you undo the forwarding on your line with one call to your carrier. We do not hold your phone number, we do not require a migration, and there is no exit fee. Fees already paid for the current month are not refunded.
We may suspend the service for non-payment after notice, or immediately if usage threatens the integrity of the platform.
What we do not promise
We aim to answer every call, and we monitor for failures, but we do not promise uninterrupted service. Phone networks, our vendors, and AI systems all fail sometimes. No uptime commitment applies unless one is written into your order form.
An AI agent can misunderstand a caller. The service is a front desk, not a substitute for your team's judgement, and it is provided "as is" to the fullest extent the law allows.
Limitation of liability
To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special or consequential damages, or for lost profits.
Our total liability arising out of or relating to the service is limited to the fees you paid us in the 12 months before the event giving rise to the claim.
Confidentiality
Each of us will protect the other's non-public information and use it only to perform under these terms. Your resident data is your confidential information.
Changes to these terms
We may update these terms. For material changes affecting an active customer we give at least 30 days' notice by email. Continuing to use the service after that means you accept the change.
Governing law
These terms are governed by the laws of the State of Delaware, without regard to its conflict of laws rules. The state and federal courts located in Delaware have exclusive jurisdiction, and both parties consent to venue there.
Contact
Plainwork LLC, 818 18th St NW, Suite 810 1380, Washington, DC 20006
[email protected]