Terms of service

These terms are the standing agreement between Margin Media LLC (“Margin Media”, “we”, “us”), a California company, and the business that signs an Order Form with us or uses this website (“you”). Your Order Form says what we build and run for you, what it costs, and what we promise. These terms cover everything else.

By signing an Order Form, paying us, or using the site, you agree to these terms.

1. How the two documents fit together

• Your Order Form decides your scope, fees, dates, ad budget and any promise we make to you. Where it says something different from these terms on those points, the Order Form counts.
• Sections 9 (Calling and texting), 10 (Health information), 14 (No other warranties), 15 (Limit on what either of us can owe), 16 (Claims from other people) and 19 (Disputes) of these terms apply to every Order Form. An Order Form changes one of them only if it names that section and says it is changing it.
• Together, the Order Form and these terms are the whole agreement. Nothing said on a call, in an ad, in a text, on the site or in a proposal is part of it unless it is written in your Order Form.

2. What we do

Depending on your Order Form, we run advertising for you (mainly on Facebook and Instagram), build and run an AI front desk (“Mia”) that answers calls and texts, books appointments, follows up, sends reminders and asks for reviews, build websites and booking pages, and do the work that gets your business found on Google and in AI search. We may also build custom software for you. The exact scope is what your Order Form lists, and nothing more.

We may use other companies to deliver the service (for example for phone lines, text messages, voice, hosting and AI models). We choose them and may change them.

3. What we promise

• A promise applies to you only if it is written in your Order Form. Your Order Form says what the promise is, how it is measured, the conditions on your side, and what you get if we miss it.
• What you get under a promise (a refund, a credit, a free month, or our fee stopping) is the only thing you are owed if we miss that promise. Missing a promise is not a breach of the agreement and gives no other claim.
• No promise covers money you pay to anyone other than us: your ad budget, or software, phone and other subscriptions in your name.
• Any figure we work out with you about leads, appointments, revenue or return is an estimate from the numbers you gave us. It is not a promise. Results on this site are reported by those clients for their own businesses; yours depend on your market, your prices, your team and your follow-through.

4. Fees and payment

• Your fees are in your Order Form. Unless it says otherwise: a one-time setup fee, and a monthly fee billed in advance.
• The setup fee pays for building your system. We start building at your onboarding call. From that call on it is not refunded, except where a promise in your Order Form says so.
• Monthly fees are not refunded or pro-rated once a month has started, except where a promise in your Order Form says so.
• You authorise us to charge each fee, when due, to the card or bank account you give us, until the agreement ends. You keep a working payment method on file.
• Late payment. If a payment is more than 5 days late we may pause our work, including Mia, until it is paid. While work is paused, every time limit in your Order Form is paused and nothing is owed under any promise for that time. Late amounts carry interest at 1.5% a month, or the highest rate the law allows if that is lower. You pay our reasonable costs of collecting what you owe, including lawyers’ fees.
• Disputed charges. If you think a charge is wrong, you tell us in writing first and give us 10 business days to fix it before asking your bank or card company to reverse it. A reversed charge for work we delivered is an unpaid fee, and you also pay the fee the bank or processor charges us for it.
• You pay any sales or similar tax that applies to our fees.
• You may not hold back or deduct from a fee because of a claim you have against us.
• We may change your monthly fee with 30 days’ written notice. If you don’t accept, you can end the agreement before the new fee starts.

5. Your ad budget and ad accounts

Your ad budget is your own money, paid from your card straight to the ad platform, in an account that belongs to you. It is never paid to us, is not part of our fees, and is never refunded or covered by us. Ad platforms run under their own rules. They can reject ads, limit or close accounts and change prices without telling us. We are not responsible for what they do, and time lost to them is not counted against us.

6. What we need from you

• Accurate information about your business: hours, services, prices, offers and the answers to questions customers ask. Mia and your ads say what you tell us.
• The access we need (phone line, calendar, ad account, website, Google profile), kept in place.
• Approval of new ads within 2 business days.
• A person on your team we can reach, who has the authority to decide.
• Your own licences, insurance and permits, and compliance with the advertising, privacy, consumer and professional rules that apply to your business.
• You check your bookings, messages and reports, and tell us promptly about anything that is wrong.

You are responsible for your content, your offers, your prices, any claim you ask us to make, and your contact lists. We may refuse to publish or send anything we believe is false, unlawful or against a platform’s rules.

7. Mia

• Mia is an AI. She answers in your business’s name, and she tells anyone who asks that she is an AI assistant.
• Mia is software. She is set up to answer every call and text that reaches her, but she can make mistakes: mishear a name, book a wrong time, give a wrong answer, or miss a message. She depends on phone carriers, voice and AI providers and the internet, any of which can fail.
• Mia does not give medical, legal, financial or other professional advice, and you do not ask us to set her up to.
• Mia is not an emergency service. She passes urgent messages to the contact you give us, with no promised response time. You make sure your callers have another way to reach help in an emergency.
• You remain responsible for your customers, the service you give them, and the appointments you keep.

8. Recording and transcripts

Calls and texts are written out and stored as text so your team can read them. We do not keep sound recordings unless your Order Form says so. If the law where you or your callers are requires a notice at the start of a call, or your profession does, you tell us and we set Mia up to give it in the words you need.

9. Calling and texting people

Mia calls and texts people for your business: callers, leads and customers. For every one of them:

• You are the sender. You confirm you have the permission the law requires to contact each person that way, including by text message, by an automated system, and by an artificial or AI voice. For marketing messages that means their prior written consent.
• You give us only lists and numbers you have that permission for, and you keep the records that prove it.
• You tell us at once when anyone asks not to be contacted, and you keep your own do-not-contact list.
• You follow the rules on calling hours, do-not-call registries, required wording and opt-outs that apply where your customers are.
• Phone carriers decide whether and when to approve a texting number, and may block or filter messages. That is their decision, not ours.

We may hold back, change or stop any message or campaign we believe breaks these rules.

10. Health information

If your business is a covered entity under the US health privacy law (HIPAA), such as a dental, medical or other health care practice, this section is our business associate agreement with you. It applies automatically from the day you sign your Order Form. No separate document is needed.

• We use and share patient health information only to provide the services in your Order Form, for our own proper management and administration as the law allows, and as the law requires. We do not sell it or use it for our own marketing.
• We use reasonable administrative, physical and technical safeguards to protect it, as HIPAA’s security rule requires of us.
• We tell you about any use or disclosure not allowed by this section, including any breach of unsecured patient information, without unreasonable delay and within 30 days of finding it.
• Any company we use that handles patient information for us agrees in writing to the same limits.
• We help you meet your patients’ rights to see, correct and get an account of their information, within the time the law gives you.
• We make our records on this available to the US Department of Health and Human Services if it asks.
• When the agreement ends, we return or destroy patient information we still hold, where that is feasible. Where it is not, these limits keep applying to it.
• You give us, and set Mia up to collect, only the patient information she needs to do her job: names, contact details and appointment times, not medical histories.

If you break these limits, or we do, the other side may end the agreement.

11. Your customers’ information

• Information about your callers, leads and customers is yours. We use it only to deliver the service to you, to keep the service secure and working, and as the law requires. We do not sell it.
• We keep it reasonably secure. No system is perfectly secure, and we do not promise that it is.
• The companies we use to deliver the service handle it under their own terms.
• When the agreement ends you can ask for a copy within 30 days. After that we may delete it.
• You are responsible for your own privacy notice and for telling your customers how their information is used.

12. What is yours and what is ours

• Yours: your ad accounts, your ads, your customer list, your leads, your phone number, your brand and content, and a website we build for you once its setup fee is paid in full. They stay with you if we part ways.
• Ours: our methods, templates, prompts, software, the portal, and the systems Mia runs on. You may use them while you are a client and your fees are paid. You do not copy, resell or reverse-engineer them.
• If you give us ideas or feedback, we may use them freely.
• We may say that you are a client of ours. We publish your results, your name beside them, or anything you said only with your written OK.

13. Keeping things private

Each of us keeps the other’s non-public business information private, uses it only for this agreement, and shares it only with staff and contractors who need it and are bound to keep it private. This does not cover information that is public, already known, or that the law requires to be disclosed.

14. No other warranties

Apart from the promises written in your Order Form, the services are provided as they are and as available. To the fullest extent the law allows, we make no other warranty, express or implied, including of merchantability, fitness for a particular purpose, uninterrupted or error-free operation, or any particular result, ranking, number of leads, cost per lead or return.

15. Limit on what either of us can owe

To the fullest extent the law allows:

• Neither of us is liable to the other for lost profits, lost revenue, lost customers or appointments, lost data, loss of goodwill, or any indirect, incidental, special, consequential or punitive loss, even if told it was possible.
• Our total liability for everything arising out of the agreement, on any legal basis, is limited to the fees you paid us in the 3 months before the event that gave rise to the claim. Refunds and credits we have given you under a promise count toward that limit.
• These limits do not apply to fees you owe us, or to what you owe under section 16.
• These limits apply even if a remedy fails of its essential purpose. They do not limit liability that the law does not allow to be limited.

16. Claims from other people

• You defend us and cover us (including our owners, staff and contractors) against any claim, fine, penalty, loss, settlement and cost, including reasonable lawyers’ fees, that comes from: your content, offers, prices and claims; your contact lists and anyone on them who had not agreed to be contacted; your breach of section 9 or 10; your breach of any law or platform rule; or the products and services you provide to your own customers.
• We defend you against a claim by someone else that our own software or templates, used as we intended, infringe their intellectual property rights. This is subject to the limit in section 15 and does not cover anything you gave us or asked us to include.
• Whoever is asking to be covered tells the other promptly, lets them run the defence, and helps where reasonably asked.

17. Things outside our control

We are not responsible for a delay or failure caused by something outside our reasonable control: an outage or change at a phone company, ad platform, AI or voice provider, host or payment processor; a carrier or platform decision; an internet or power failure; a cyber attack; a change in law; a natural disaster; or anything similar. Time lost to these is not counted against any time limit or promise.

18. How long this runs, and ending it

• The agreement starts on the date in your Order Form and runs month to month unless your Order Form says otherwise.
• Either of us can end it with 30 days’ written notice. An email is enough. Fees are due up to the end date.
• We may pause or end the agreement at once, in writing, if you are more than 15 days late on a payment, reverse a payment for work we delivered, ask us to do something unlawful, break section 9 or 10, or mistreat our staff.
• When it ends: you pay everything owed up to the end date; we hand over what is yours within 30 days of being paid in full; your right to use what is ours stops; and Mia stops answering.
• Sections 3, 4, 9 to 16, 19 and 20 continue after the agreement ends.

19. Disputes

• Talk first. If either of us has a complaint, we tell the other in writing and both try in good faith to settle it for 30 days.
• Then the courts. A dispute that is not settled is decided by the state and federal courts in Los Angeles County, California, and nowhere else. Either of us may use small claims court for a claim that qualifies.
• Costs. Each of us pays our own lawyers, except for the costs of collecting unpaid fees in section 4 and the claims covered in section 16.
• Time limit. A claim must be started within one year of when the party bringing it first knew, or should have known, of the facts behind it.
• California law governs the agreement, leaving aside its rules on which state’s law applies.

20. The rest

• Business to business. You are buying for a business, not as a consumer. The person who signs confirms they have the authority to bind that business.
• Independent. We are an independent contractor. Nothing here makes either of us the other’s employee, partner or agent, except that we act on your instructions when contacting people for you.
• Passing it on. You may not transfer the agreement without our written OK. We may transfer it to a company that takes over our business.
• Notices. A notice is in writing and is given by email: to you at the address on your Order Form, and to us at the address on our site.
• Changes to these terms. We may update these terms. For existing clients a change takes effect 30 days after we email you about it. If you don’t accept it, you can end the agreement before then.
• If part fails. If a court finds any part of the agreement unenforceable, that part is applied as far as the law allows and the rest stands.
• No waiver. If either of us lets something go once, that does not give up the right to enforce it later.
• Electronic signing. Signing electronically has the same effect as signing on paper.

21. Using this website

The site and everything on it are ours. You may use it to learn about us and to book or buy from us. You may not copy it, scrape it, interfere with it, or use it to break the law. The site is provided as it is, and sections 14 and 15 apply to your use of it.

Questions: the email listed on our site.