Terms of Service

1. Agreement

These Terms govern your use of services provided by ColdMend. By signing the service agreement, paying an invoice, or uploading lead data, you accept these Terms. A separate signed service agreement supplements and supersedes these Terms where they conflict.

2. The service

ColdMend re-engages dormant leads in your CRM through SMS, voice, and email outreach, qualifies replies against client-approved criteria, and books appointments onto your calendar. Scripts, qualification criteria, and cadence parameters are agreed in writing during onboarding before any outreach begins.

3. Fees

The fee is $99 per qualified booked appointment. There is no setup fee, no monthly retainer, and no minimum spend. Invoices issue at the time an appointment is logged and are payable on completion of the appointment (or on the scheduled appointment time if the lead fails to show without rescheduling). Disputed appointments follow the escalation process in Section 5 and are not invoiced until resolved.

Pricing changes apply only to new appointments booked after written notice and never retroactively.

4. What counts as a qualified booked appointment

A qualified booked appointment is one where the lead (a) has confirmed a specific date and time, (b) has replied confirming intent to show, and (c) meets the criteria defined by you during onboarding. Verbal confirmations are accepted when accompanied by a call recording or transcript stored in your workspace.

5. Dispute and escalation

Every booking has a 48-hour escalation window. To dispute an appointment, submit the escalation form in your workspace with the lead's phone number and the specific issue. ColdMend responds within one business day with proof (recording, transcript, qualification documentation) and either (a) honors the dispute and cancels the invoice, or (b) provides reasoned grounds for why the appointment stands.

Initiating a bank chargeback in lieu of using this escalation process is a material breach of these Terms.

6. Your data and your leads

You retain ownership of all lead data you upload. ColdMend acts as a processor on your behalf. We do not add your leads to a master list, do not resell or share them with other clients, and do not use them for any purpose outside your engagement. Lead and conversation data are deleted within seven days of termination, with written confirmation.

7. Your responsibilities

You represent that lead data uploaded to ColdMend was lawfully obtained with the consent required to receive outreach under applicable US law (including TCPA, CAN-SPAM, and state equivalents). You agree to review and approve scripts before outreach begins, to keep payment information current, and to respond to opt-out and complaint escalations promptly.

8. Termination

Either party may terminate at any time with written notice. No long-term contract is required. Upon termination, outstanding invoices for completed appointments remain payable; lead and conversation data are deleted within seven days; deletion is confirmed in writing.

9. Warranties and disclaimers

ColdMend does not guarantee any specific volume of appointments. Lead conversion depends on database quality, market conditions, and your criteria. The service is provided "as is" beyond the specific operational commitments stated in these Terms and the signed service agreement.

10. Limitation of liability

To the maximum extent permitted by law, ColdMend's aggregate liability for any claim arising from the service is limited to the fees you paid to ColdMend in the three months preceding the claim.

11. Changes

Material changes to these Terms apply to new engagements only, or to existing clients after 14 days written notice. Continued use of the service after that period constitutes acceptance.

12. Contact

Questions about these Terms: hello@coldmend.com.