These Terms of Service (the "Terms") are a legal agreement between you and LTC Labs LLC ("we", "us", "TimberSwitch") for use of the TimberSwitch phone system at www.timberswitch.com ("the Service"). By creating an account or using the Service you agree to these Terms.
1. The Service
TimberSwitch is a multi-tenant cloud phone system. We provide phone numbers, inbound and outbound voice routing, IVR menus, voicemail with optional transcription, SMS where supported, and a browser-based softphone, all operated on top of carrier services (currently Telnyx).
2. Your account
- You must be at least 18 years old and able to enter a binding agreement.
- You are responsible for the security of your sign-in credentials and for all activity under your account, including activity by team members you invite.
- You will provide accurate, current information at sign-up and keep it accurate (especially billing and the service address used for E911 - see our 911 notice).
3. Acceptable use
You agree not to use the Service to:
- Place calls or send messages in violation of the Telephone Consumer Protection Act (TCPA), CAN-SPAM, applicable state telemarketing laws, or any equivalent law in another jurisdiction.
- Make calls or send SMS to lists you do not have proven consent for, or in ways that could trigger STIR/SHAKEN attestation downgrades, carrier blocks, or 10DLC violations.
- Conduct fraudulent, harassing, threatening, defamatory, or knowingly false communications.
- Use auto-dialers, predictive dialers, or call generators in ways that violate carrier rules.
- Attempt to spoof caller-ID for the purpose of harming, defrauding, or wrongfully obtaining anything of value (in violation of the Truth in Caller ID Act).
- Probe, scan, or attempt to compromise the Service or our infrastructure.
We may suspend or terminate accounts engaged in any of the above without prior notice. Carriers may also terminate routes for the same reasons; in such cases we are bound by the carrier's decision.
4. Call recording
Some U.S. states (and many countries) require all-party consent before recording a call. If you enable recording for a number, extension, or call queue, you are responsible for obtaining the legally-required consent from every party. We provide tools to play a recording announcement; using them is your choice and your responsibility.
5. Voicemail, transcripts, and the AI receptionist
Voicemail recordings are stored in encrypted object storage. Transcripts, when enabled, are generated by Amazon Transcribe inside our Amazon Web Services account. The audio is sent over TLS, processed, and the resulting text is stored alongside the recording. We keep voicemail audio and transcripts for 90 days and delete them automatically after that.
If you turn on the AI receptionist, callers to that number speak with an automated assistant instead of a person. Their live call audio is turned into text by our carrier, Telnyx, and the conversation is handled by language models (currently Anthropic Claude and Amazon Nova), served either through Amazon Bedrock in our AWS account or through Telnyx. Amazon Bedrock does not use it to train models. Telnyx and the model makers it routes to handle it under their own terms, which may let them use it to improve their services. Do not use the AI receptionist on a number whose calls must stay confidential; menus, extensions, ring groups and voicemail work without it. Some states require telling callers that they are speaking with an automated system. You are responsible for any disclosure your callers are owed; you can set the receptionist's greeting to make it.
6. Pricing, payment, and the money-back guarantee
- There is no free trial. You pay for your package on the day you sign up. If you want to try TimberSwitch first, the free sandbox and demo line at /try are there for that.
- Packages and add-ons are billed monthly (or yearly, if you choose annual billing) via Stripe. Prices are listed at /pricing and may change with 30 days' notice.
- Prices are shown before tax. Where we are registered to collect them, we add the state and local telecommunications taxes and 911 fees that apply to your service address, at cost and at the rates the government sets, itemized on your invoice. Today that is Illinois; we will tell you before we start collecting in another state. We do not add a federal fee line to your invoice.
- Text messaging is an optional add-on. On the Starter plan, the carrier registration for texting (10DLC brand and campaign registration) is a one-time $15 charge on your next invoice after you first turn texting on. Packages bought before October 14, 2026 include that registration. We add no other fees.
- Usage beyond your package allowances is billed in arrears against the payment method on file. AI receptionist calls beyond your included calls are billed up to an AI overage limit in dollars, which starts at $50 a month for new plans and which you can change, including to $0. When the limit is reached the AI stops answering and your phone keeps ringing. Calling minutes beyond your allowance are billed up to a calling spend limit, which starts at $25 a month and which you can change.
- You can cancel any time from /billing. Cancellation stops future charges at the end of the current billing period. Your service continues until then.
- 30-day money-back guarantee. If TimberSwitch isn't right for you, ask for a
refund within 30 days of your first charge, from /billing or through our
support form, and we will refund the
subscription fees you paid and close the subscription. The guarantee:
- covers subscription fees only, not usage charges, pass-through fees, or taxes;
- applies once per business;
- does not apply if usage in your first 30 days went above the first-month limits: 1 phone number, no toll-free numbers, 300 calling minutes per extension, and 50 texts per day (and, on packages bought before October 14, 2026, no extra call paths and 100 AI receptionist calls).
- Disputed charges should be raised within 60 days.
7. Number ownership and porting
Numbers provisioned through TimberSwitch are leased from our carrier on your behalf. While your account is in good standing, the numbers are yours to use, transfer, and port out. If your account is cancelled or lapses and stays inactive for more than 60 days, the number may be released back to the carrier pool - we'll email you 7 days before that happens. Ported-in numbers are yours; if you cancel, we'll cooperate with a port-out to your new provider. We charge no port-out fee.
8. 911 and emergency calling
Read this carefully. See our E911 notice for the full text. Summary: 911 works only once you register a service address and our carrier confirms it. Until your workspace shows 911 as active, dialing 911 from a TimberSwitch line is refused, not connected. Your registered address is where a dispatcher will be sent, so it must be kept current: a call placed from anywhere else still sends help to the address on file. You must keep a mobile phone or traditional landline available for emergencies, and tell everyone who uses your line to do the same.
9. Intellectual property
We own the Service software, branding, and documentation. You own your content, recordings, voicemail audio, transcripts, contact lists, and other data ("Customer Content"). You grant us a non-exclusive license to host, transmit, and back up Customer Content solely to operate the Service for you.
10. Privacy
See our Privacy Policy.
11. Service levels and downtime
We aim for 99.9% monthly uptime but do not commit to a contractual SLA at this time. Carriers, internet routes, and third-party services occasionally fail; we'll do our best to communicate material outages on our status page.
12. Disclaimers
The Service is provided "as is" without warranty of merchantability, fitness for a particular purpose, or non-infringement. We do not guarantee call completion, voicemail delivery, or transcript accuracy. To the maximum extent permitted by law, our total liability under these Terms is capped at the fees you paid us in the prior 12 months. We are not liable for indirect, consequential, incidental, or punitive damages.
13. Termination
You may cancel any time. We may terminate your account for breach of these Terms, non-payment (after a 7-day grace period and notice), or if a carrier instructs us to. On termination, voicemail recordings and call detail records are deleted after a 30-day grace period; export them before then if you need a copy.
14. Changes to these Terms
We may update these Terms. Material changes will be announced via email or in-product banner at least 14 days before they take effect. Continued use after the effective date constitutes acceptance.
15. Governing law and disputes
These Terms are governed by the laws of the State of Illinois, without regard to conflict-of-laws rules. Disputes will be resolved in the state or federal courts located in Sangamon County, Illinois, and both parties consent to that venue. Class actions and class arbitration are waived to the extent permitted by law.
16. Contact
LTC Labs LLC · TimberSwitch
Contact us through the support form or call (877) 671-1771.
Mail address available on request.