Terms of Service

Effective Date: March 2, 2026

Welcome to Trellis! These Terms of Service govern your use of our customer retention platform. Trellis is operated by Trellis AI LLC, an Alabama limited liability company. By creating an account, you agree to these terms.

1. Service Description

Trellis is an AI-powered customer retention platform that helps local businesses:

• Send automated follow-ups to customers after visits
• Request and manage online reviews
• Re-engage dormant customers
• Track retention metrics and customer behavior

We aim to make customer retention effortless, but we can't guarantee specific results like revenue increases or customer return rates—those depend on your business and customers.

2. Account Responsibilities

When you create a Trellis account, you agree to:

• Provide accurate information: Your account details (name, email, business info) must be truthful and up-to-date
• Keep your account secure: You're responsible for your password and any activity on your account
• Use Trellis lawfully: Don't use the platform for illegal activities or to harass others
• Own your customer data: You confirm you have the right to upload and use the customer information you provide to Trellis

If we believe your account is being used inappropriately, we may suspend or terminate it.

3. Acceptable Use Policy

You agree not to:

• Send spam, unsolicited messages, or violate anti-spam laws (like CAN-SPAM in the US)
• Upload customer data you don't have permission to use
• Abuse, harass, or threaten others through Trellis
• Attempt to hack, reverse-engineer, or disrupt the platform
• Use Trellis to send fraudulent, misleading, or illegal content
• Scrape or copy Trellis content or features without permission

Violations may result in immediate account termination.

4. Payment Terms and Cancellation

Pricing

Trellis offers subscription plans billed monthly or annually. Current pricing is available on our Pricing page. We may change prices with 30 days' notice to existing customers.

Billing

By subscribing, you authorize us to charge your payment method each billing cycle. If a payment fails, we'll notify you and may suspend your account until payment is resolved.

Cancellation and Refunds

• You can cancel your subscription at any time from your account settings
• Cancellations take effect at the end of your current billing period—you'll retain access until then
• We do not offer prorated refunds for partial months
• If you're unhappy with Trellis in your first 14 days, contact us for a full refund

5. Data Ownership and Privacy

Your data belongs to you. You own all customer information, visit records, and business data you upload to Trellis.

We use your data only to provide our service, as described in our Privacy Policy. We don't sell your data to third parties.

When you cancel your account, we'll delete your data within 30 days (except where legally required to retain records, like payment history).

6. Limitation of Liability

Trellis is provided "as is" without warranties of any kind. To the fullest extent permitted by law:

• We are not liable for lost profits, revenue, or data resulting from your use of Trellis
• We are not responsible for third-party services (email service and messaging apps) that may affect message delivery
• Our total liability to you is limited to the amount you paid us in the 12 months before the incident

This means: We'll do our best to keep Trellis running smoothly, but we can't be held responsible for every possible issue. If something goes wrong, our liability is capped at what you've paid us.

7. Service Availability

We strive for 99.9% uptime, but we can't guarantee Trellis will be available 24/7. Maintenance, outages, and technical issues happen. We'll notify you of planned downtime when possible.

We reserve the right to modify, suspend, or discontinue Trellis (or any feature) at any time. If we shut down the service, we'll give you at least 30 days' notice and help you export your data.

8. Termination

Either party can terminate this agreement:

• You can cancel your account anytime
• We can terminate your account if you violate these terms, engage in abuse, or fail to pay

Upon termination:

• Your access to Trellis ends immediately (or at the end of your billing period if you cancel)
• Outstanding fees are still due
• We'll delete your data within 30 days

9. Intellectual Property

Trellis and its features (code, design, branding, content) are owned by Trellis AI LLC and protected by copyright, trademark, and other laws. You can't copy, modify, or distribute Trellis without permission.

You grant us a limited license to use your data (customer info, business name) solely to provide the Trellis service.

10. Changes to These Terms

We may update these Terms of Service from time to time. If we make material changes, we'll notify you via email or a notice in the platform at least 30 days before they take effect.

Continued use of Trellis after changes means you accept the updated terms.

11. Governing Law and Disputes

These terms are governed by the laws of the State of Alabama. Any disputes will be resolved in the courts of the State of Alabama.

We encourage you to contact us first if you have concerns—most issues can be resolved through conversation.

12. SMS and Text Messaging

Trellis enables businesses to send SMS and text messages to their customers as part of the customer retention service. By using the SMS features of Trellis, you agree to the following:

• You are responsible for obtaining proper consent from your customers before sending them text messages
• You agree to comply with all applicable laws and regulations governing commercial text messaging, including the Telephone Consumer Protection Act (TCPA) and CTIA guidelines
• You are responsible for registering your business phone number with the appropriate 10DLC (10-Digit Long Code) campaign registration requirements
• Standard message and data rates may apply to your customers when receiving SMS messages

Carriers are not liable for delayed or undelivered messages.

Trellis provides SMS messaging on a best-effort basis and makes no guarantees regarding delivery timing or success. Opt-out requests ("STOP") will be honored promptly.

SMS Communications from Trellis to Subscribers

By creating a Trellis account, you consent to receive transactional SMS messages from Trellis at the mobile number associated with your account. These messages are limited to:

• Account alerts (e.g., login notifications, password resets, security updates)
• Billing notifications (e.g., payment confirmations, upcoming renewals, failed payment alerts)

We do not send marketing or promotional SMS messages to subscribers. Message frequency varies based on account activity. Standard message and data rates may apply.

To stop receiving SMS messages from Trellis, reply STOP to any message. For help, reply HELP or contact us at usetrellis@polsia.app.

13. Contact Us

Questions about these Terms of Service? Reach out:

Email: usetrellis@polsia.app

For questions about these terms, contact us at usetrellis@polsia.app