Terms of Service

These Terms govern your use of Coil, a field-service CRM operated by Coil HVAC LLC ("Coil", "we", "us"). By creating an account or otherwise using the service, you agree to these Terms.

The service

Coil provides scheduling, dispatch, customer management, invoicing, and AI assistant features for HVAC and field-service businesses. Features available depend on your subscription tier.

Your account

You are responsible for keeping your credentials secure and for all activity under your account. You must be at least 18 years old to create a Coil account.

SMS messaging terms

Coil operates two separate SMS programs. The full terms for each, including sample messages, are at askcoil.com/sms.

Program 1: Coil SMS Agent

An AI assistant for small-business owners on the Coil AI Office Scale tier, accessed via SMS to a Coil-operated toll-free number.

• Brand: Coil (a service of Coil HVAC LLC).
• Message types: transactional notifications and AI assistant responses to messages you initiate.
• Frequency: varies based on your use of the assistant.
• Costs: message and data rates may apply, depending on your carrier and plan.
• Opt-in: double-confirmed. You provide your number on the website or in the app, check a consent box, and reply YES to a confirmation text before any further messages are sent.
• Opt-out: reply STOP at any time. You will receive one final goodbye message.
• Help: reply HELP or email support@askcoil.com.
• Carriers: not liable for delayed or undelivered messages.

Program 2: Coil Front Desk (customer messaging)

Coil Front Desk is a paid add-on (included with the AI Office Scale tier, subject to the fair-use limits below) that gives independent HVAC service businesses a dedicated phone number for inbound customer communication. When a customer texts the shop's Front Desk number, Coil's platform sends an automated acknowledgement reply on the shop's behalf, then the shop's office staff follow up over the same thread.

• Brand: Coil (a service of Coil HVAC LLC), operating the messaging infrastructure on behalf of the contracted HVAC shop.
• Message types: automated acknowledgement replies and follow-up responses from the shop's office staff. No promotional or marketing content.
• Frequency: low: typically one acknowledgement per inbound message, plus follow-up replies from the shop as the conversation progresses.
• Costs: message and data rates may apply, depending on your carrier and plan.
• Opt-in: customer-initiated. By texting the shop's Front Desk number, the customer opts in to receive an automated acknowledgement reply and follow-up communication from the shop on the same thread. The shop publishes the number through whatever channels it uses to advertise to its customers.
• Opt-out: reply STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT at any time. You will receive a single confirmation and no further messages from that shop's Front Desk number. To re-enroll, reply START, UNSTOP, or YES.
• Help: reply HELP or INFO, email support@askcoil.com, or contact the HVAC shop directly using the contact information the shop publishes.
• Carriers: not liable for delayed or undelivered messages.

By opting in to either program, you consent to receive SMS messages from Coil at the number you provide or use to initiate the conversation. Consent to receive SMS is never a condition of any purchase.

Voice and voicemail (Coil Front Desk)

Coil Front Desk includes an inbound voice channel: callers dial the shop's published Front Desk phone number, hear a greeting recorded by or written for the shop, and leave a voicemail. Coil records the voicemail audio, transcribes it via an automated speech-to-text service, stores both the audio file and the transcript on Coil's infrastructure as part of the shop's customer-relationship data, and surfaces the resulting intake item to the shop's office staff for follow-up.

• Brand: Coil (a service of Coil HVAC LLC), operating the voice infrastructure on behalf of the contracted HVAC shop.
• Recording notice: the voicemail greeting includes a disclosure that the call is recorded so the shop can follow up. Recorded messages are then transcribed by an automated speech-to-text service as described in our Privacy Policy. Coil is not a live answering service; calls are not connected to a human in real time under this product.
• Consent: by leaving a voicemail after hearing the recording notice, the caller consents to the recording of their message and to Coil's processing of that content (including automated transcription) on behalf of the shop. Callers who do not wish to be recorded should hang up before leaving a message and contact the shop through another channel.
• Storage and use: voicemail audio and transcripts are stored solely to enable the shop's follow-up with its own caller. Coil does not use voicemail content for marketing, model training, or any purpose other than operating the service for the shop.
• Retention: voicemail audio and transcripts are retained for as long as the shop's account is active, then deleted on the timeline described in our Privacy Policy.
• Carriers: wireless and landline carriers are not liable for delayed or undelivered calls.
• Help: email support@askcoil.com or contact the HVAC shop directly using the contact information the shop publishes.

Two-party consent jurisdictions: Coil records voicemails only after the caller has heard the recording disclosure played by the greeting. Callers in two-party consent states (including but not limited to California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, and Washington) who continue past the disclosure are deemed to have consented to the recording.

Email (Coil Front Desk)

Coil Front Desk includes an inbound email channel: customers email the shop's published Front Desk email address (e.g. shopslug-token@inbound.askcoil.com), and Coil receives the message via its email infrastructure provider, parses the content and any attachments, stores the message on Coil's infrastructure as part of the shop's customer-relationship data, and surfaces the resulting intake item to the shop's office staff for follow-up.

• Brand: Coil (a service of Coil HVAC LLC), operating the inbound email infrastructure on behalf of the contracted HVAC shop.
• Opt-in: sender-initiated. By emailing the shop's Front Desk address, the sender opts in to follow-up communication from the shop on the same thread.
• Use: inbound email content, headers, and attachments are processed solely to enable the shop's follow-up with the sender. Coil does not use inbound email content for marketing, model training, or any purpose other than operating the service for the shop.
• Opt-out: reply to the shop directly with an opt-out request, or email support@askcoil.com to be excluded from further Coil-operated outreach on the shop's behalf. The shop may also retain its own customer-management practices outside Coil.
• Retention: email content and attachments are retained for as long as the shop's account is active, then deleted on the timeline described in our Privacy Policy.

Subscription and payment

Month to month, no contract. Coil subscriptions are billed via Stripe month to month, or annually where an annual option is offered. There is no long-term contract and no cancellation fee. Your subscription renews automatically at the end of each billing period, and the payment method on file is charged at each renewal until you cancel. You can cancel online at any time from your billing settings (the Stripe billing portal, reachable from Settings on the website and in the app); cancellation takes effect at the end of the current paid period and you keep access until then.

14-day free trial. New accounts start with a 14-day free trial. No credit card is required to start the trial, and an account with no payment method on file is never charged. If you add a payment method during the trial, you keep the remainder of the trial and your first charge occurs when the trial ends; the amount and charge date are shown when you add billing. If the trial ends without billing, access pauses until you add a payment method; your data is retained as described in our Privacy Policy.

30-day money-back guarantee. If Coil is not working out, email support@askcoil.com within 30 days of your company's first paid subscription charge and we will refund the Coil subscription and add-on fees paid to date, to the original payment method. The guarantee applies to a company's first paid Coil subscription and may be used once per company. It covers fees paid to Coil; it does not cover payments your shop collects from its own customers, which are transactions between your shop, your customers, and Stripe. When a guarantee refund is issued, the subscription is canceled.

Founder pricing (Founding 50). Shops in the Founding 50 cohort (the first 50 shops to become paying Coil customers while the founder offer is open, as described at askcoil.com/founding-50) keep the founder rate quoted at signup for 24 months from the date of the company's first paid charge. The lock applies for as long as the subscription remains continuously active; if the subscription is canceled or lapses for non-payment, the lock ends and re-subscribing is at then-current pricing. After the 24-month lock, the subscription continues at the then-current standard rate for the tier.

Price changes. Except where a founder price lock applies, we may change subscription pricing with at least 30 days advance notice by email; changes take effect at the first renewal after the notice period. We will not change a locked founder rate during its 24-month lock.

Front Desk availability and fair use

Coil Front Desk is available as a paid add-on and is included with the AI Office Scale tier. Front Desk, including its included usage on the AI Office Scale tier, is sized for the normal communication volume of a single operating shop. If usage materially exceeds normal single-shop volume (for example, routing multiple businesses or a call center through one account, autodialed or machine-generated traffic, or sustained volume far beyond comparable shops), Coil may throttle, limit, or suspend Front Desk and other usage-based AI features, with notice where practicable. The same fair-use standard applies to Coil's AI assistant features.

Memberships sold by HVAC shops

Coil enables HVAC shops ("operators") to sell membership plans to their own customers ("members"). Any membership plan sold via Coil is an agreement between the operating shop and the member; Coil is not a party to that agreement. Coil's role is limited to: (a) recurring billing via Stripe Connect on the shop's behalf, (b) the service discount the shop configures (which Coil applies to invoices the shop issues to the member), (c) scheduled tune-up reminders generated from the shop's plan configuration, and (d) hosting the customer-facing membership portal so the member can view their plan and manage payment/cancellation.

All other member benefits, including but not limited to after-hours coverage, priority scheduling, equipment discounts on new installs, lifetime parts warranties, money-back guarantees, plan transferability, and any other perks listed by the shop on the membership brochure or portal, are commitments made by the shop directly to the member. Coil does not enforce, verify, or guarantee delivery of these benefits. Disputes between members and shops over benefit delivery are between the member and the shop.

Payments your shop collects from its customers

Coil lets shops collect payments from their own customers, including invoice payments and in-person card payments via Tap to Pay on iPhone. These payments are processed by Stripe. To use them, your shop must create a Stripe connected account and agree to the Stripe Connected Account Agreement, which incorporates the Stripe Terms of Service; that agreement is between your shop and Stripe and is incorporated into these Terms by reference for shops that activate payments. Payments your shop collects are transactions between your shop, your customer, and Stripe: Coil is not a party to them, does not hold funds, and is not a bank or money transmitter. Refunds, chargebacks, and disputes on those payments are governed by your shop's agreements with Stripe and with its customer.

Employee location features

Coil includes location features that let a shop see where its technicians are while they are clocked in, as described in our Privacy Policy. Many jurisdictions regulate employee location tracking; for example, New Jersey requires written notice to employees before tracking a device they carry, and New York requires notice of electronic monitoring at hiring. Your shop, as the employer, is responsible for providing all legally required employee notices and obtaining all legally required employee consents in its jurisdiction before directing employees to use clock-in location features, and for using location data only for legitimate business purposes related to dispatch, routing, and customer service. Coil provides a written notice template shops can adapt for this purpose; email support@askcoil.com to request it. Coil's in-app consent screen supplements, and does not replace, the notices your shop is required to give as an employer.

Acceptable use

You agree not to misuse Coil: no unlawful activity, no harassment, no scraping or reverse engineering, no use of the service to send unsolicited messages to your own customers without their consent.

Disclaimers

Coil is provided "as is" without warranty of any kind. We do not warrant that the service will be uninterrupted or error-free.

Limitation of liability

To the maximum extent permitted by law, Coil HVAC LLC's total liability arising out of these Terms is limited to the amount you paid us in the 12 months preceding the claim.

Termination

We may suspend or terminate accounts that violate these Terms. You may delete your account at any time from Settings.

Changes

We may update these Terms; material changes will be announced by email and posted here.

Governing law and venue

These Terms are governed by the laws of the State of Arizona, without regard to its conflict-of-laws rules. Any dispute arising out of these Terms or the service will be brought in the state or federal courts located in Maricopa County, Arizona, and both parties consent to the jurisdiction of those courts.

Contact

Coil HVAC LLC, support@askcoil.com