Terms of Service

1 Acceptance and Business Overview

These Terms of Service ("Terms") govern access to meridiandigitalworkforce.com and services provided by Meridian Digital Workforce ("Meridian," "we," "us," or "our"). By using the website, submitting an inquiry, scheduling or participating in a Business Intelligence Session™, accepting a proposal, paying an invoice, creating an account, or using Meridian services, the user or client agrees to these Terms and represents that the person accepting has authority to bind the applicable business.

Meridian is a consulting-first business. We help growing home service and service-based businesses strengthen customer communication, reduce repetitive work, improve operational visibility, and build sustainable operating systems through customized Digital Workforces™. We begin by understanding the business, not by selling technology.

A Business Transformation Proposal™, order form, statement of work, subscription schedule, data-processing addendum, or other written agreement accepted by Meridian and the client may supplement these Terms. Website use is always governed by these Terms; paid services are also governed by the applicable engagement documents.

2 Definitions

• “Business Intelligence™” means Meridian’s discovery and analysis process for understanding a client’s goals, operations, people, policies, systems, constraints, and opportunities.
• “Client Data” means information, content, business knowledge, credentials, records, and instructions provided by or on behalf of a client or processed through a client’s Digital Workforce™.
• “Digital Employee™” or “AI Employee” means a configured software, AI, communication, or automation capability assigned structured responsibilities within a Digital Workforce™. It is not a natural person, employee, agent with independent legal authority, or substitute for required professional judgment.
• “Digital Workforce™” means a customized collection of Digital Employees™, AI capabilities, CRM functions, integrations, knowledge, rules, and workflows designed to support a client’s documented operations.
• “Deliverables” means the client-specific work product expressly identified in an accepted engagement document.
• “Meridian Materials” means Meridian’s methods, frameworks, templates, know-how, reusable configurations, documentation structures, software, prompts, quality controls, training material, and pre-existing or generally applicable intellectual property.
• “Third-Party Services” means software, communications networks, payment processors, AI providers, CRM tools, data sources, and other services not controlled by Meridian.

3 Meridian Services

3.1 Business Intelligence and Consulting

Meridian may provide a complimentary 60-minute Business Intelligence Session™ as the initial public structured discovery and analysis stage. Services may also include process mapping, operational documentation, technology assessment, business process optimization, strategy, governance, and recommendations. Findings may be documented in a Business Intelligence Record™ and Business Transformation Proposal™.

3.2 Digital Workforce Transformation™

Meridian designs Digital Workforces™ around the client’s business processes, customer experience, policies, and operational objectives. Services may include a Digital Workforce Strategy™, Knowledge Repository™, Employee Personnel File™, and configuration of one or more Digital Employees™ or AI Employees.

3.3 CRM Implementation and Workflow Automation

Services may include CRM architecture, data-field and pipeline design, forms, calendars, lead routing, customer communication, task creation, reminders, follow-up, documentation, reporting, integrations, workflow automation, testing, migration assistance, and user enablement. CRM or automation scope is limited to the functions described in the applicable proposal.

3.4 AI Voice Receptionists and Communications

Meridian may configure AI Voice Receptionists, call routing, call summaries or transcripts, appointment handling, lead qualification, knowledge retrieval, voicemail, SMS, email, or related communication workflows. These systems support structured responsibilities and do not replace emergency services or required human judgment.

3.5 Implementation and Workforce Management™

Meridian may configure approved systems, integrate services, document knowledge, conduct testing, complete QA Certification™, deploy the Digital Workforce™, provide Employee Graduation™, deliver a 30-Day Hypercare™ period, and provide ongoing Digital Workforce Management™, knowledge updates, optimization, and Quarterly Business Reviews™.

4 Eligibility and Authority

The website and Meridian services are intended for adults acting for themselves or a business. A user must be at least 18, legally capable of contracting, and authorized to provide submitted information and instructions. A person may not use the services where prohibited by law or on behalf of a business without authority.

5 Website Use

Meridian grants a limited, revocable, non-exclusive, non-transferable right to use the website for lawful business inquiry and evaluation of Meridian services. Users may not:

• interfere with the website, probe or bypass security, introduce malicious code, scrape or harvest information, or use automated means except as expressly authorized;
• misrepresent identity, authority, affiliation, consent, or business need;
• copy, modify, distribute, sell, frame, reverse engineer, or commercially exploit website content or Meridian Materials except with written permission;
• submit unlawful, infringing, deceptive, discriminatory, abusive, or highly sensitive information not requested by Meridian; or
• use Meridian content, AI outputs, or services to violate privacy, communications, consumer-protection, employment, credit, insurance, professional, or other laws.

6 Accounts and Access

If Meridian or a Third-Party Service provides account access, the client must maintain accurate account information; keep credentials confidential; use multi-factor authentication where available; limit access to authorized personnel; promptly remove former personnel; and notify Meridian of suspected compromise. The client is responsible for activity under its credentials except to the extent caused by Meridian’s breach of an express obligation.

7 Engagement Documents and Order of Precedence

The scope, Deliverables, assumptions, investment, payment schedule, dependencies, timeline, renewal terms, and special terms for paid work will be set out in an accepted engagement document. If documents conflict, the following order controls for that engagement: (1) a signed data-processing addendum for data-protection issues; (2) the accepted Business Transformation Proposal™, statement of work, or order form; (3) these Terms; and (4) website descriptions or marketing material.

Website descriptions explain Meridian’s approach but are not a promise that every feature, deliverable, integration, or timeline applies to every engagement.

8 Client Responsibilities

The client will:

• provide timely, accurate, and complete business information, policies, knowledge, examples, credentials, access, approvals, and designated decision-makers;
• participate in discovery, implementation, testing, training, and approval activities and promptly review Meridian’s requests and Deliverables;
• obtain all rights, notices, permissions, and consents required for Client Data, call recording, email, SMS, telephone outreach, AI use, and Third-Party Services;
• ensure business rules, prices, availability, service areas, escalation paths, safety statements, and customer-facing information remain accurate and current;
• conduct appropriate human review and maintain staff capable of handling exceptions, emergencies, complaints, legal requests, and matters outside approved workflows;
• use the services only for lawful, documented purposes and follow provider acceptable-use rules and carrier requirements; and
• maintain its own business continuity, backups, insurance, regulatory compliance, and final responsibility for customer relationships and business decisions.

A delay, omission, inaccurate instruction, system change, or failure to approve by the client may change scope, timeline, cost, or results.

9 Implementation Process, Timelines, and Changes

9.1 The Meridian Method™

• Initial Inquiry — a prospective client contacts Meridian or requests information.
• Business Intelligence Session™ — conduct a 60-minute structured discovery session to understand operations, workflows, systems, business rules, challenges, priorities, and goals.
• Business Intelligence Record™ / Assessment — document operations, workflows, systems, challenges, business rules, priorities, goals, findings, and strategic considerations.
• Business Transformation Proposal™ — define recommendations, approach, expected outcomes, timeline, and investment.
• Partnership Agreement / Statement of Work — confirm the approved scope, responsibilities, commercial terms, and engagement conditions.
• Kickoff / Onboarding — align stakeholders, access, client deliverables, governance, milestones, and implementation readiness.
• Implementation — configure approved systems, integrations, knowledge, and workflows.
• Quality Assurance & Certification™ — test accuracy, consistency, routing, readiness, and exception handling.
• Go-Live & Hypercare™ — deploy with close monitoring, refinement, and support during the first 30 days when included.
• Ongoing Digital Workforce Management™ and Quarterly Business Reviews™ — maintain knowledge, optimize performance, review business outcomes, and plan future improvements when ongoing management is included.

9.2 Timeline

Most Version 1 Digital Workforce™ implementations are targeted for completion in approximately three weeks after the agreed prerequisites, access, information, content, and approvals are available. This is an estimate, not a guaranteed completion date. Complexity, Third-Party Services, data quality, compliance review, carrier registration, client response time, change requests, and events outside Meridian’s control may affect the schedule.

9.3 Change Control and Acceptance

Work outside the accepted scope requires a written change, revised proposal, or separate order. A Deliverable is accepted when the client approves it in writing, uses it in production, or fails to identify a material nonconformity within five business days after delivery or the review period stated in the engagement document. Meridian will use reasonable efforts to correct a timely reported material nonconformity within scope.

10 AI, Voice, CRM, and Automation Conditions

10.1 Authorized Use and Human Escalation

The client must define approved tasks, knowledge sources, escalation rules, operating hours, communication channels, and prohibited topics. Digital Employees™ and AI Voice Receptionists must not be represented as natural persons where disclosure is required. The client must provide a practical path to human assistance for exceptions and sensitive matters.

10.2 Calls, Transcripts, and Recordings

If calls are monitored, transcribed, or recorded, the client is responsible for approving the configuration and ensuring legally required notices and consents for every jurisdiction involved. Meridian may require a disclosure such as an audible recording notice. AI Voice Receptionists are not emergency services; configurations must direct emergencies to 911 or the client’s approved emergency process.

10.3 Communications Compliance

The client is responsible for the lawfulness of its recipient lists, message content, campaign purpose, calling times, consent records, suppression lists, and response handling. Meridian may suspend a workflow that creates a security, carrier, privacy, fraud, or legal risk.

10.4 Data and System Changes

CRM records, automations, APIs, AI models, carrier rules, and Third-Party Services change over time. The client must notify Meridian before making material changes to connected systems, credentials, fields, pipelines, policies, scripts, calendars, or knowledge that could affect the Digital Workforce™.

11 SMS Program Terms

Meridian Digital Workforce may send recurring text messages concerning appointment confirmations and reminders, consultation scheduling, customer support, requested information, follow-up, onboarding, implementation updates, account notices, and promotional messages only with the applicable consent. Transactional and service message frequency varies. Promotional messages, when separately authorized, are limited to up to four per month.

Message and data rates may apply. Reply STOP to opt out. Reply HELP for help. Consent to receive marketing messages is not a condition of purchase. Carriers are not liable for delayed or undelivered messages. The SMS Communication Policy and Privacy Policy are incorporated into these Terms.

A recipient who opts out may receive one final message confirming the opt-out. Meridian will not send further non-exempt messages unless the recipient provides a new, valid opt-in. Program support is available through the Contact page.

12 Fees, Payment, and Taxes

Fees, deposits, milestones, recurring charges, usage charges, and payment dates are stated in the applicable engagement document or invoice. If no due date is stated, invoices are due within 15 calendar days. Payments may be processed through Stripe or another disclosed processor. The client authorizes the processor to charge the approved payment method for amounts due, including recurring fees when a subscription is selected.

Fees exclude applicable sales, use, excise, telecommunications, carrier, or similar taxes and pass-through charges unless expressly stated. The client is responsible for those amounts, excluding taxes on Meridian’s net income. Past-due undisputed balances may accrue the lesser of 1.5% per month or the maximum lawful rate, plus reasonable collection costs. Meridian may pause work or access for materially overdue amounts after notice.

13 Subscriptions and Ongoing Services

Digital Workforce Management™, CRM, communications, AI usage, support, hosting, telephone numbers, software licenses, Hypercare™ extensions, or other ongoing services may be recurring. The billing period, included usage, overage rates, minimum term, renewal, and cancellation notice are stated in the accepted engagement document. Unless that document states otherwise, a month-to-month subscription renews each month until canceled through written notice submitted before the next renewal date. Cancellation stops future renewal but does not erase charges already incurred or third-party commitments Meridian cannot cancel.

14 Refund Policy

The standard 60-minute Business Intelligence Session™ is provided without charge. Any related assessment, consulting, design, configuration, implementation, testing, deployment, support, usage, or Third-Party Services may be paid services as stated in the applicable engagement document. Fees for completed services are non-refundable except where required by law or expressly stated in the engagement document. Deposits and milestone payments compensate Meridian for reserved capacity and work performed and are non-refundable once earned.

If a client terminates prepaid professional services before completion, Meridian will provide an accounting and refund any unused, uncommitted amount remaining after completed work, reserved capacity expressly made non-refundable, approved expenses, and non-cancelable Third-Party Service commitments. Current subscription periods and incurred usage are not prorated unless the engagement document states otherwise. Duplicate or demonstrably erroneous charges will be corrected.

15 Third-Party Software and Integrations

Meridian may configure or connect GoHighLevel, Twilio and communications carriers, Stripe, Google Workspace, Canva, AI providers, field-service systems, scheduling tools, CRMs, analytics, and other client-approved systems. Third-Party Services are governed by their own terms, pricing, availability, security, privacy, usage limits, and acceptable-use rules. The client must maintain required licenses and accounts unless the engagement document says Meridian will provide them.

Meridian does not control and is not responsible for a third party’s outage, suspension, price change, policy change, model behavior, carrier filtering, deliverability, data loss, API change, or discontinuation. Meridian may recommend a workaround or revised scope, which may require additional fees.

16 Intellectual Property

16.1 Meridian Ownership

Meridian and its licensors retain all rights in the website, brand, Meridian Method™, Business Intelligence™, Digital Workforce Transformation™, Digital Workforce™, Digital Employee™, Workforce Management™, Hypercare™, Quarterly Business Reviews™, Meridian Materials, and all improvements, generalized knowledge, and reusable components. No trademark or ownership right transfers by implication.

16.2 Client Materials and Deliverables

The client retains ownership of Client Data and materials it provides. After full payment, the client owns the final client-specific Deliverables identified as such in the engagement document, excluding Meridian Materials, Third-Party Services, and open-source or licensed components. Meridian grants the client a perpetual, non-exclusive, non-transferable license to use Meridian Materials embedded in paid Deliverables for the client’s internal business operations. The client may not resell, publish, sublicense, or use Meridian Materials to provide competing services without written permission.

16.3 Feedback and Portfolio Use

Meridian may use generalized feedback without identifying the client. Meridian will not publicly use a client’s name, logo, confidential results, recordings, or case study without permission.

17 Confidentiality and Data

Each party will protect the other’s nonpublic business, technical, customer, financial, security, and operational information using reasonable care and will use it only to perform or receive the services. Confidential information excludes information that is publicly available without breach, already lawfully known, independently developed, or rightfully received without restriction.

A party may disclose confidential information to personnel, contractors, service providers, advisers, or authorities who have a need to know and are bound by appropriate duties, or as required by law after notice when legally permitted. The Privacy Policy and any applicable data-processing addendum govern personal information.

18 AI-Generated Content Disclaimer

AI and automated systems are probabilistic and may generate inaccurate, incomplete, biased, delayed, or inappropriate content; misunderstand a caller; route a request incorrectly; or act on outdated knowledge. Testing, QA Certification™, Hypercare™, and ongoing optimization reduce but do not eliminate these risks.

The client must review and approve scripts, knowledge, policies, offers, prices, appointment rules, regulated statements, and material customer-facing content before production. The client must independently verify AI output before relying on it for legal, tax, financial, medical, safety, employment, credit, insurance, licensing, eligibility, or other high-impact decisions.

19 No Guarantee of Business Results

Meridian ties recommendations to documented objectives and works toward operational improvement, but does not guarantee revenue, profit, savings, lead volume, appointment volume, conversion rate, ranking, uptime, deliverability, customer satisfaction, regulatory approval, carrier approval, or any other business result. Outcomes depend on client participation, data quality, staffing, market conditions, Third-Party Services, implementation choices, customer behavior, and factors beyond Meridian’s control.

20 Warranties and Disclaimers

Meridian will perform paid professional services in a professional and workmanlike manner consistent with the applicable engagement document. The client’s exclusive remedy for a timely reported breach of this service warranty is reasonable re-performance of the affected in-scope service.

Except for that express warranty and to the fullest extent permitted by law, the website, AI outputs, Third-Party Services, and all other services are provided "as is" and "as available." Meridian disclaims implied warranties of merchantability, fitness for a particular purpose, title, noninfringement, accuracy, uninterrupted operation, and results. No statement outside an accepted engagement document creates a warranty.

21 Limitation of Liability

To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, exemplary, punitive, or consequential damages, or for lost profits, revenue, goodwill, opportunities, customers, anticipated savings, or data, arising from the website or services, even if advised of the possibility.

Except for payment obligations, breach of confidentiality, infringement or misappropriation of the other party’s intellectual property, indemnification obligations, fraud, willful misconduct, or liability that cannot lawfully be limited, each party’s aggregate liability arising from an engagement will not exceed the fees paid or payable to Meridian under the affected engagement during the 12 months before the event giving rise to the claim. For free website use or a complimentary session, Meridian’s aggregate liability will not exceed one hundred U.S. dollars.

22 Indemnification

The client will defend, indemnify, and hold harmless Meridian and its personnel from third-party claims, damages, penalties, and reasonable costs arising from Client Data; client-provided content or instructions; the client’s products or services; unlawful calls, recordings, email, SMS, or marketing; the client’s failure to obtain consent; or the client’s use of the services in violation of law or these Terms.

Meridian will defend and indemnify the client from a third-party claim that a paid, unmodified client-specific Deliverable created solely by Meridian infringes a United States copyright or trademark, excluding claims arising from Client Data, client instructions, Third-Party Services, combinations not supplied by Meridian, or continued use after notice. Meridian may modify or replace the affected Deliverable or terminate it and refund the unused prepaid fee for that Deliverable. The indemnified party must provide prompt notice, reasonable cooperation, and control of the defense to the indemnifying party, subject to reasonable approval of any settlement imposing fault or non-monetary obligations.

23 Suspension and Termination

Meridian may suspend website access, messaging, automation, AI, voice, CRM, or other services when reasonably necessary to address security, fraud, abuse, nonpayment, carrier or provider requirements, unlawful activity, material breach, or risk to Meridian, a client, a customer, or a third party. Meridian will provide notice when practical.

Either party may terminate a paid engagement as allowed by the applicable engagement document. If that document is silent, either party may terminate a month-to-month ongoing service before the next renewal, and either party may terminate for a material breach not cured within 10 days after written notice. Meridian may terminate immediately for unlawful conduct, threats, fraud, repeated carrier violations, misuse of credentials, or a breach that cannot be cured.

Upon termination, outstanding charges become due. Meridian will provide reasonable export or transition assistance if included or separately purchased. Sections intended by their nature to survive—including payment, confidentiality, intellectual property, disclaimers, limitations, indemnity, disputes, and general terms—remain effective.

24 Force Majeure

Neither party is liable for delay or failure caused by events beyond reasonable control, including natural disaster, severe weather, fire, epidemic, war, terrorism, civil disturbance, labor disruption, utility or Internet failure, cyberattack not caused by the affected party’s breach, government action, carrier action, platform outage, vendor failure, or changes in law. The affected party will use reasonable efforts to reduce the impact and resume performance. Payment for services already delivered is not excused.

25 Dispute Resolution and North Carolina Law

Before filing a claim, the parties will give written notice describing the dispute and allow 30 days for good-faith business resolution. This requirement does not prevent a party from seeking emergency injunctive relief, protecting intellectual property or confidential information, pursuing undisputed payment, or meeting a legal filing deadline.

These Terms and each dispute arising from the website or services are governed by the laws of the State of North Carolina, without regard to conflict-of-law principles. The state and federal courts located in North Carolina have exclusive jurisdiction, and venue will lie in the county of Meridian’s principal office at the time the proceeding is filed, unless the applicable engagement document states otherwise. Each party consents to personal jurisdiction and venue in those courts.

26 Changes to These Terms

Meridian may update these Terms for prospective website use or future services by posting a revised version at meridiandigitalworkforce.com/terms-of-service with a new effective date. A material change to an active paid engagement applies only as permitted by its engagement documents or with the parties’ written agreement, except a change required by law, carrier, security, or Third-Party Service rules may take effect on reasonable notice.

27 General Terms

The parties are independent contractors. Neither party may bind the other. The client may not assign an engagement without Meridian’s written consent, except with substantially all assets of the relevant business if the successor assumes the obligations; Meridian may assign to an affiliate or successor. Failure to enforce a provision is not a waiver. If a provision is unenforceable, it will be modified to the minimum extent necessary and the remainder remains effective. Headings are for convenience. Electronic acceptance, signatures, and notices are valid. These Terms and the applicable engagement documents are the entire agreement concerning their subject matter and supersede prior discussions on that subject.

28 Contact Meridian

Questions, notices, billing concerns, cancellation requests, and support requests may be submitted through: