Terms & Conditions

Effective Date: October 7, 2026

These Terms and Conditions ("Terms") govern your use of the website yourbackline.com, the Backline platform, and all related services (collectively, the "Services") provided by Backline ("Backline," "we," "us," or "our"). By accessing or using the Services, you agree to be bound by these Terms. If you do not agree, do not use the Services.

Services Overview

Backline provides a CRM and back-office operations platform designed for real estate agents. The platform includes AI-powered lead management, automated text messaging, calling capabilities (including call recording, transcription, and AI call summaries), and administrative tools to help agents manage their business operations.

Eligibility

You must be at least 18 years of age to use the Services. By creating an account, you represent that you are at least 18 years old and have the legal capacity to enter into these Terms.

Account Registration

To use the Backline platform, you must create an account and provide accurate, complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use of your account.

Text Messaging Terms

Agents consent to Backline text messaging when they create or activate a Backline account, provide a mobile phone number, and actively select a separate SMS consent checkbox. The agent SMS consent checkbox is unchecked by default and is required for agent accounts because Backline relies on transactional SMS to deliver core platform notifications.

• Platform notifications (lead alerts, system updates, welcome messages)
• AI-generated and AI-assisted transactional messages related to your use of the platform

Leads may consent to SMS by actively selecting a separate SMS consent checkbox on a Backline lead inquiry form, or by texting a Backline-enabled number first. The lead SMS consent checkbox is unchecked by default and optional. Leads may submit the inquiry form without SMS consent, and SMS consent is not a condition of purchase.

Program Name

Backline Platform Messaging

Message Frequency

Message frequency varies based on platform activity, lead engagement, and account settings. Transactional messages (lead alerts, system notifications) are sent to Agents as events occur. Lead SMS messages are limited to form-consented communications or one-to-one customer-care communications after the Lead texts a Backline-enabled number first.

Message and Data Rates

Message and data rates may apply. Backline is not responsible for any charges imposed by your mobile carrier.

Opt-Out

You can opt out of text messages at any time by replying STOP to any message. After opting out, you will receive a confirmation message and no further texts will be sent to that number.

Help

For help with text messaging, reply HELP to any message or contact us at CristiamFlores@yourbackline.com.

AI-Generated Messages

Some messages sent through the Backline platform are generated or assisted by artificial intelligence on behalf of real estate agents. Lead-facing automated messages identify Luna as the Agent's AI assistant through Backline. By using the platform, Agents acknowledge and consent to the use of AI in message composition. Agents are responsible for reviewing and approving the messaging workflows and settings configured in their account.

Lead Communication

Leads receive SMS messages only after they submit a form with their phone number and optional SMS consent, or after they initiate contact by texting a Backline-enabled number first. When a Lead initiates contact by SMS, Backline may respond in a one-to-one transactional exchange about that specific inquiry and only if the Lead messaged first. Each inbound SMS may receive a relevant response about that same inquiry, but inbound SMS consent is not used for unrelated, promotional, or ongoing recurring messages.

Lead messages are transactional and conversational, including responses to the Lead's inquiry, appointment coordination, lead-requested follow-up, booking confirmations, reminders, and agent notifications. Leads are never sent unsolicited promotional SMS messages, marketing blasts, advertisements, or upselling messages. All messages sent to Leads include opt-out instructions (reply STOP to unsubscribe).

Call Recording and Transcription

Calls placed or received through Backline, including Agents' calls with Luna and the Lead calls Backline connects, are recorded and transcribed using AI providers such as OpenAI and Deepgram. Backline uses these recordings and transcripts to carry out the Agent's requests, summarize calls, and suggest next steps such as notes, reminders, and follow-up.

Leads hear a notice that the call is being recorded at the start of each recorded call. Agents agree to the recording and transcription of their calls through Backline when they create their account; with that agreement, Backline may skip the spoken notice when a verified Agent calls Luna.

Agents are responsible for using call recording lawfully, including in states that require the consent of every party to a call, and must not use Backline to record a call where recording is not permitted.

Call recordings and detailed call transcripts are deleted 30 days after the call unless the Agent turns on longer retention in Settings. Call summaries and notes stay with the Lead's record. AI-generated transcripts and summaries can contain mistakes, so Agents should review them before relying on them.

Acceptable Use

You agree not to use the Services to:

• Send unsolicited or spam messages
• Violate any applicable local, state, national, or international law or regulation
• Infringe upon the rights of any third party
• Transmit harmful, threatening, abusive, or otherwise objectionable content
• Attempt to gain unauthorized access to the platform or its systems
• Interfere with or disrupt the Services or servers

We reserve the right to suspend or terminate your account if you violate these Terms or engage in conduct that we determine, in our sole discretion, is harmful to other users, third parties, or our business.

Intellectual Property

All content, trademarks, logos, and intellectual property associated with the Services are the property of Backline. You are granted a limited, non-exclusive, non-transferable license to use the Services for their intended purpose. You may not copy, modify, distribute, or create derivative works based on the Services without our prior written consent.

Third-Party Services

The Backline platform integrates with third-party services including but not limited to Twilio (messaging and calling), Supabase (data hosting), Vercel (web hosting), Deepgram (call transcription), AI providers such as OpenAI and xAI (Luna's text, voice, and call-summary features), and Google (Gmail and Google Calendar, when an Agent connects them). Your use of these third-party services is subject to their respective terms and privacy policies. We are not responsible for the practices of third-party services.

Disclaimer of Warranties

The Services are provided "as is" and "as available" without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Services will be uninterrupted, error-free, or secure.

Limitation of Liability

To the maximum extent permitted by law, Backline shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities, arising out of or related to your use of the Services, even if we have been advised of the possibility of such damages.

Indemnification

You agree to indemnify and hold harmless Backline, its officers, directors, employees, and agents from any claims, losses, damages, liabilities, and expenses (including attorney's fees) arising out of your use of the Services, your violation of these Terms, or your violation of any rights of a third party.

Termination

We may suspend or terminate your access to the Services at any time, with or without cause, and with or without notice. You may terminate your account at any time by contacting us. Upon termination, your right to use the Services will immediately cease.

Governing Law

These Terms are governed by and construed in accordance with the laws of the State of California, without regard to conflict of law principles. Any disputes arising from these Terms shall be resolved in the courts located in San Diego County, California.

Changes to These Terms

We may update these Terms from time to time. Changes will be posted on this page with an updated effective date. Your continued use of the Services after any changes constitutes acceptance of the updated Terms.

Contact Us

If you have questions about these Terms, contact us at:

Backline
Email: CristiamFlores@yourbackline.com
Website: yourbackline.com