Terms of Service

Version 1.0 · Effective date: October 7, 2026

These Terms of Service (“Terms”) are between Rook LLC, a Utah limited liability company (“Rook,” “we,” or “us”), and the business identified in the account invitation or order (“Client” or “you”). Rook is offered for business use only.

You accept these Terms by signing an agreement that incorporates them or completing an affirmative acceptance step that identifies and links to them. The person accepting must be an adult authorized to bind the Client. Client customers do not become parties to these Terms merely by communicating with your business.

1. The service

Rook provides AI-assisted customer communication and administrative software for home-service businesses. Available features may include responding to texts, website chats and form submissions; communicating your approved price ranges; scheduling visits; sending service updates, reminders, invoice notices and payment reminders; maintaining customer context; and escalating selected matters to your designated personnel.

Only features made available to your account and enabled by you are included. Announcements about planned features do not commit Rook to deliver them. Rook provides software; you provide the underlying home services.

Rook's SMS and MMS service supports U.S. telephone numbers only. Rook does not accept non-U.S. numbers for text enrollment or send texts to them, including Canadian numbers. You must not bypass this restriction. Support for another country requires Rook's express activation and any additional compliance requirements.

We may update the service. We will give at least 30 days’ notice before materially reducing a core paid feature, except where a shorter period is reasonably necessary for security, legal compliance or a provider requirement. If a change materially reduces your paid service, you may cancel before the change takes effect, or within 30 days after notice if advance cancellation was impractical, and receive a prorated refund of prepaid subscription fees for the unused period.

2. Accounts and authorized users

Rook creates accounts at a business’s request and invites authorized users. You must provide accurate account information, keep contact information current, protect credentials, and assign access only to authorized personnel. Two-step sign-in is optional for business users and required for Rook's administrators. You must protect account credentials and access permissions.

You are responsible for your authorized users’ compliance with these Terms and for activity you authorize or permit. Promptly notify support@lunisolutions.com of suspected unauthorized access and cooperate in securing the account. This responsibility does not excuse Rook’s own breach of its obligations.

3. Beta access paid plans and cancellation

Free beta. No subscription or setup fees apply during the free beta. Either party may end beta access by notice. A separately accepted Beta Agreement may contain additional beta conditions. Beta access will not convert to a paid plan without your affirmative acceptance of the price, recurring billing terms and any additional charges.

Paid plans. Paid subscriptions renew monthly until cancelled. Before you subscribe, Rook will disclose the subscription price, billing date, any setup fee, included usage, how messaging usage is measured, overage rates, carrier registration charges and any available pause fee. You authorize only the charges disclosed and accepted for your plan. Carrier registration charges passed through at cost must be disclosed before you incur them.

Rook will notify you before additional usage charges apply. Charges at a previously accepted overage rate may then be billed under your plan; an undisclosed fee or new paid feature requires your approval. Where additional usage is not authorized, Rook may stop the affected automated activity at the disclosed limit.

Cancellation. You may cancel through the available account settings, by an identifiable text request to Rook’s designated support contact, or by email to support@lunisolutions.com. We will confirm the cancellation. Cancellation takes effect at the end of the current paid billing period unless you request an earlier service shutdown. No cancellation fee applies. A customer’s STOP message stops customer texts; it does not cancel your subscription.

Except for refunds expressly provided in these Terms, the Refund and Cancellation Policy accepted with your plan, or applicable law, fees for a billing period already begun are not refundable. Cancelling does not extinguish charges properly incurred before cancellation.

Seasonal pause. Where offered, a pause retains the features and records specified in the pause offer, subject to the Privacy Policy and DPA. Its fee, duration, messaging limits and resumption terms must be disclosed and accepted before it begins.

Price changes and nonpayment. We will give at least 30 days’ notice of a price or recurring fee increase. It applies no earlier than your first renewal after that notice period. You may cancel before it applies. We may suspend paid service for an undisputed overdue amount after written notice and a 14-day opportunity to pay. Notify us promptly of a good-faith billing dispute; we will investigate and you must pay undisputed amounts.

Taxes. Fees exclude applicable sales, use and similar transaction taxes unless stated otherwise. Rook will collect and remit taxes where legally required. You are responsible for applicable transaction taxes that Rook is not required to collect, excluding taxes on Rook’s net income.

4. Your business and communication responsibilities

Messaging permission. You must obtain and retain the consent required by applicable law, the Messaging Terms and messaging-provider policies, including prior express written consent where those policies require it. Direct replies to an inbound customer text must remain within that exchange. An existing customer relationship, imported phone number, missed call or social-platform conversation does not by itself authorize texts or recurring follow-ups.

A requested text following a missed call or form submission may be sent only through an approved consent workflow and within its documented scope. Outbound texting to imported contacts, including invoice reminders based on uploaded lists or connected billing records, is disabled. Importing a contact, having an existing relationship, or recording an invoice does not enroll the recipient in texts. A later direct inquiry or separate approved opt-in must be handled through the applicable consent workflow; the import itself supplies no permission. You must provide consent evidence on a reasonable compliance request.

Service messages and opt-outs. Rook supports permitted communications about a customer’s inquiry, appointment, job or invoice. Marketing campaigns, purchased contact lists and unsolicited promotional outreach are prohibited. Honor STOP and other valid revocations, identify your business as the sender, and comply with applicable message content, timing and frequency requirements. Do not bypass suppression records through another number, integration or uploaded file.

Business information and work. You are responsible for the accuracy and legality of the services, prices, policies, hours, service area, technician availability, invoices, warranties and other business information you supply. Communicated price ranges do not replace your final assessment or agreed quote. You remain responsible for your work, licensing, customer contracts, refunds and professional decisions.

Customer information and oversight. Provide required privacy notices and establish the lawful authority to give Rook and its providers access to customer information. Handle requests concerning information you control, with Rook’s assistance under the DPA. Maintain current escalation contacts and monitor handoffs, pending approvals and service interruptions.

Comply with laws and carrier requirements applicable to your use, including privacy, consumer protection, messaging, licensing and invoice or debt-related communications. Rook’s technical ability to reach a number does not establish permission to contact it or availability in that jurisdiction.

5. AI assistance and operational limits

AI and automation. Rook uses AI to interpret communications and generate wording and related assessments. AI can produce inaccurate or incomplete results. Software rules and your approved settings control prices, booking actions and messaging permissions. Available controls may allow automatic action, drafts for approval, observation or manual handling. You must review your configuration and any drafts submitted for approval.

Rook uses safeguards to restrict unsupported prices and unauthorized actions and records automated activity. These safeguards reduce risk but do not guarantee that every error, emergency or complaint will be detected. Rook remains responsible for its express contractual obligations.

AI disclosure and handoffs. Rook identifies itself as your business's AI assistant at the start of a customer conversation and keeps that identity clear throughout automated interactions. You may customize the introduction but may not remove the AI disclosure or represent the assistant as a human. Emergencies, complaints, refund requests and requests for a person are routed to your designated personnel under the enabled workflow. You are responsible for responding to those handoffs.

Safety and professional judgment. Rook is not an emergency response, dispatch or continuous monitoring service. Anyone facing immediate danger should contact 911 or the appropriate emergency service. AI descriptions of photos or messages are not inspections, diagnoses, certifications or professional safety advice.

Limits and delivery.

Your plan or beta configuration discloses the applicable messaging and AI usage limits. Before the expanded limit and pause controls are enabled, Rook will provide a dashboard usage meter, limit warnings, and a clear description of which functions stop and which continue. When an AI limit is reached or you pause automated replies, Rook stops the affected automation, alerts you, and makes received customer messages available for your attention. You remain responsible for monitoring and responding to them. Opt-out suppression and HELP handling continue; the dashboard identifies whether inbound-message capture, manual messaging, previously scheduled reminders and other functions remain available. No additional usage charges apply without the authorization described in Section 3.

Before resuming automation or sending a held message, Rook rechecks the recipient's current consent and opt-out status and, where relevant, payment and appointment status. Stale, duplicated, prohibited or no-longer-relevant messages are not sent. Resuming service does not automatically release every held message. A seasonal billing pause has the separate fees and conditions accepted under Section 3.

Carrier registration and approval may be required before customer texting is available. Texts, calls and emails may be delayed, filtered or undelivered by networks or providers. Maintain suitable alternative ways to serve your customers.

6. Connected services and customer payments

You choose whether to enable available integrations and authorize the permissions necessary for their disclosed features. You must have authority to connect the account and comply with the external provider’s applicable terms. You may disconnect through available settings or the provider. Disconnection stops future access but does not automatically erase retained service records.

Calendar features access relevant availability and event information and create, update or cancel appointments Rook booked. Rook does not modify unrelated events created by you. Connected-account processing remains subject to the Privacy Policy, DPA and applicable platform restrictions, including Google API Limited Use requirements. An integration authorization does not authorize an otherwise prohibited use of that information.

Your customers pay through your selected payment provider or payment link. Rook may facilitate invoice notices and enabled payment-status features, but does not hold customer funds or take a share of your customer payments. You are responsible for payment-provider accounts, invoice accuracy, refunds and payment disputes. Rook’s subscription billing is separate.

Facebook and Instagram messaging is built but remains disabled pending Meta approval. If Rook makes the feature available and you connect a Facebook Page or Instagram business account, you must have authority to connect it and comply with Meta's applicable terms and policies, including its Platform Terms and messaging rules. Rook may restrict or disconnect a connection to comply with those requirements. Permission to message through a social platform does not itself authorize SMS contact. Other announced integrations are included only when made available and enabled.

7. Client Data and privacy

“Data Processing Addendum” or “DPA” means the data-processing terms supplied with this agreement. “Client Data” means the business information, customer records, communications, photos, appointment and invoice records, and settings you or your users provide, or that Rook processes on your behalf.

As between the parties, you retain your rights in Client Data, subject to the rights of individuals and other third parties. You authorize Rook to process it to provide, secure and support the service, follow your lawful instructions, and meet applicable legal obligations, as described in the DPA and Privacy Policy. This authorization is not a transfer of ownership or permission for unrelated exploitation.

Rook acts as a processor or service provider for customer information processed on your behalf. Rook’s handling of its own account, billing, website and related administrative information is described in the Privacy Policy. The DPA governs processing on your behalf, including provider engagement, security, incident assistance and privacy requests.

Rook does not sell personal information, disclose it for third parties’ advertising, or use Client Data to train AI models. Rook may use aggregated or properly de-identified statistics to operate and improve the service as permitted by applicable law and the DPA, without attempting to re-identify individuals.

You may export available Client Data through provided tools or request an export during service and the applicable post-termination retention period, subject to reasonable identity and authority verification. Rook will delete Client Data from active systems within 90 days after cancellation or termination, or earlier on your lawful instruction, subject to the DPA and necessary legal preservation. Limited compliance and opt-out records and backup copies are handled as disclosed in the Privacy Policy and DPA. The separate 90-day period for raw technical message copies does not determine retention of all service histories.

Optional home files. This planned feature is available only if Rook launches it, you enable it, and the homeowner accepts the Home File Notice and Homeowner Terms before the first record is added. You may contribute a separate record of completed work containing the property address, completion date, work description, equipment details, warranty terms, selected authorized photos and your business's name. Do not include customer messages, phone numbers, price discussions, internal notes, access codes or unnecessary personal details.

You authorize Rook to copy those selected records into the homeowner's file and grant a non-exclusive license to store, display and provide them to the homeowner, people the homeowner authorizes, and a verified successor homeowner following an approved transfer. This permission continues after your subscription or beta participation ends, for as long as the home file lawfully retains the record. It authorizes no advertising, lead selling or AI-model training. You must have the rights and lawful authority needed for the contribution; homeowner acceptance does not authorize another person's information or override applicable platform restrictions.

Records reflect information you enter. Rook does not verify the work, equipment, warranties or property condition. You may append a correction or note to your own record but may not overwrite or delete its history through the ordinary feature. Rook does not rewrite business entries. Necessary restriction, correction, redaction or deletion to comply with law, protect others' rights or address unlawful content remains permitted. After your account closes, request a correction through support@lunisolutions.com.

Through your business account, you may access only your own contributed records. The homeowner controls sharing and may hide a record or delete the home file. Rook handles the home file as a direct homeowner service under its Privacy Policy and Homeowner Terms. Deletion of your ordinary Client Data follows the DPA; it does not automatically delete a separately authorized home-file copy. No homeowner is bound by your business's liability cap or other business contract terms merely by receiving a home-file link.

8. Acceptable use

You must not use Rook to send spam or prohibited marketing; harass, deceive or impersonate others; unlawfully discriminate; evade consent or opt-out controls; collect full payment-card numbers, other services’ passwords or government identification through customer texts or chats; upload malicious code; interfere with the service; or access another client’s information.

You must not reverse engineer or attempt to extract the software’s source code except to the extent applicable law permits that activity despite this restriction. You must not resell access or use Rook to provide an unauthorized competing service. Legitimate security concerns should be reported promptly to Rook.

9. Confidentiality

Each party must protect the other’s non-public business, technical and customer information with at least reasonable care, use it only to perform or exercise rights under this agreement, and disclose it only to personnel, advisers and providers who need it and are bound by appropriate confidentiality duties.

These obligations do not apply to information the receiving party can demonstrate was lawfully known without restriction, becomes public without breach, is independently developed, or is lawfully received without a confidentiality duty. Legally required disclosure is permitted; where lawful, the receiving party must give prompt notice and reasonably cooperate in limiting disclosure.

Confidentiality obligations continue while the information remains confidential. Personal information remains subject to the DPA and applicable law regardless of these exceptions.

10. Intellectual property

Rook and its licensors retain their rights in the service, software, interfaces and documentation. Subject to these Terms and any applicable fees, Rook grants you a limited, non-exclusive, non-transferable right to use the service for your business through authorized users while your account is active.

You may use communications generated for your business in its operations. AI-generated material may not be unique or eligible for intellectual property protection; this agreement does not grant rights in another person’s protected material.

You may voluntarily provide feedback. Rook may use it to improve its products without compensation, but this permission does not authorize disclosure of your confidential information or use of customer personal information outside Section 7.

11. Disclaimers

EXCEPT FOR EXPRESS OBLIGATIONS IN THIS AGREEMENT AND TO THE EXTENT PERMITTED BY LAW, ROOK IS PROVIDED “AS IS” AND “AS AVAILABLE.” ROOK DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

Rook does not guarantee a particular number of leads, bookings, reviews, payments or revenue, or uninterrupted or error-free operation. These disclaimers do not override express data protection, security, confidentiality or refund obligations, or rights and duties that applicable law does not permit the parties to exclude.

12. Limitation of liability

TO THE EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE TO THE OTHER FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR LOST PROFITS OR REVENUE, ARISING FROM THIS AGREEMENT OR THE SERVICE.

SUBJECT TO THE EXCEPTIONS BELOW, ROOK'S TOTAL AGGREGATE LIABILITY ARISING FROM THIS AGREEMENT OR THE SERVICE WILL NOT EXCEED THE GREATER OF (A) THE FEES YOU PAID ROOK FOR THE SERVICE IN THE TWELVE MONTHS IMMEDIATELY BEFORE THE FIRST EVENT GIVING RISE TO THE CLAIM, OR (B) $500 (THE "GENERAL CAP"). RELATED CLAIMS ARISING FROM THE SAME EVENT OR SERIES OF EVENTS ARE TREATED TOGETHER.

FOR CLAIMS ARISING FROM ROOK'S BREACH OF ITS CONFIDENTIALITY OBLIGATIONS OR ITS PERSONAL-DATA PROTECTION OR SECURITY OBLIGATIONS, THE CAP IS THE GREATER OF THE GENERAL CAP OR $100,000 (THE "SECURITY CAP"). THE SECURITY CAP REPLACES, AND IS NOT ADDED TO, THE GENERAL CAP FOR THOSE CLAIMS. LIABILITY FOR OTHER CLAIMS REMAINS SUBJECT TO THE GENERAL CAP; TOTAL LIABILITY FOR ALL CAPPED CLAIMS WILL NOT EXCEED THE SECURITY CAP. THE SECURITY CAP IS A FIXED CONTRACTUAL LIMIT AND DOES NOT DEPEND ON WHETHER AN INSURER ACCEPTS A CLAIM OR PAYS PROCEEDS.

Reasonable, documented incident-investigation, legally required notification and data-restoration costs directly caused by Rook's covered breach are not excluded solely as consequential damages; recovery remains subject to causation, applicable law and the Security Cap. This provision does not create an additional indemnity.

These exclusions and caps apply regardless of the legal theory and whether a party was advised of possible loss. They do not apply to a party's fraud, willful misconduct, gross negligence, or liability that applicable law prohibits limiting. The exclusion of indirect damages does not limit amounts payable to third parties under Section 13. Rook's applicable cap otherwise applies to its contractual liability, including indemnification. An accepted Beta Agreement's fixed $100 cap governs claims arising from free-beta service, including confidentiality and data-security claims, subject to the same exceptions.

This section does not excuse required privacy, security or incident-response duties, limit a regulator's powers, or limit the rights of individuals who are not parties to these Terms. It does not govern a homeowner's separate use of the home file.

13. Third-party claims and indemnification

Client indemnity. You will defend Rook against third-party claims to the extent arising from your unlawful services or invoices; your breach of messaging consent, opt-out or privacy obligations; Client Data you provide that infringes another person’s rights; or your instructions or use that violate these Terms or applicable law. You will indemnify Rook for damages and reasonable legal costs finally awarded, and settlements you approve. This obligation does not cover claims to the extent caused by Rook’s breach, negligence or misconduct.

Rook indemnity. Rook will defend you against third-party claims that the service, as supplied by Rook and used as authorized, infringes a U.S. patent, copyright or trademark, and indemnify you for damages and reasonable legal costs finally awarded, and settlements Rook approves. This obligation excludes claims caused by Client Data, unauthorized modifications or use, or combinations with items not supplied or required by Rook where the claim would not otherwise arise.

If such an infringement claim affects use, Rook may obtain the right to continue, modify or replace the affected feature without materially reducing its functionality, or terminate that feature and refund prepaid subscription fees for the unused affected period. Section 12 applies to this indemnity.

Procedure. The party seeking protection must promptly notify the other, provide reasonable cooperation at the defending party’s expense, and allow it to control the defense with competent counsel. Delayed notice relieves the defending party only to the extent materially prejudiced. The protected party may participate with its own counsel at its expense. A settlement requiring an admission, payment, continuing obligation or restriction from the protected party requires its prior written consent, which must not be unreasonably withheld.

14. Suspension and termination

Rook may suspend affected access or communications when reasonably necessary to address unlawful use, a material breach, a credible security threat or a carrier or provider restriction. We will limit the suspension where reasonably practical, give notice and reasons unless prohibited or doing so would increase the risk, and restore access when the issue is resolved.

For a material breach that can be cured, either party may terminate after written notice describing the breach and a 14-day opportunity to cure. Nonpayment is governed by Section 3. Immediate termination is permitted for an incurable material breach or where continued service would violate law or create a serious security risk.

You may cancel under Section 3. Rook may end a paid subscription for convenience on at least 30 days’ notice and refund prepaid subscription fees for any unused period. If you terminate for Rook’s uncured material breach, Rook will refund prepaid subscription fees for the unused period.

On termination, service access ends, accrued charges remain payable, and export and deletion follow Section 7 and the DPA. Suspension alone does not erase Client Data. Data handling, accrued payment and refund rights, confidentiality, ownership, disclaimers, liability limits, indemnification for covered claims, and dispute and general provisions survive to the extent needed to give them effect.

15. Governing law and disputes

Utah law governs this agreement, without applying conflict-of-law rules that would select another jurisdiction’s law. Mandatory law that cannot be displaced by agreement remains applicable.

Before bringing a claim, a party must give written notice describing the dispute and requested resolution. Notices to Rook go to support@lunisolutions.com; Rook sends notices to your account email. The parties will attempt in good faith to resolve the dispute for 30 days after receipt. Either party may seek urgent protective relief or file a claim as necessary to preserve a legal deadline without waiting.

Unless the parties separately agree otherwise in writing, disputes must be brought in the Utah state courts in the county of Rook’s principal Utah office when you accepted these Terms, or, where federal subject-matter jurisdiction exists, the United States District Court for the District of Utah. Each party consents to those courts’ personal jurisdiction and venue.

16. General terms and notices

Agreement documents. These Terms, an accepted order or plan disclosure, and the DPA and Messaging Terms supplied at acceptance form the agreement. An applicable Beta Agreement and any Refund and Cancellation Policy expressly accepted with your plan also form part of it. These documents constitute the entire agreement concerning the service and supersede prior proposals and communications on that subject. The Privacy Policy explains Rook’s information practices; acceptance of these Terms does not substitute for legally required privacy or messaging consent.

The DPA controls conflicts about personal information processed on your behalf; Messaging Terms control messaging-specific requirements; an accepted Beta Agreement controls beta-specific conditions; and accepted plan disclosures and refund terms control their stated commercial subjects. These Terms otherwise control. A separately signed agreement may expressly vary a provision, subject to applicable law and platform restrictions.

Changes. Rook will give at least 30 days’ notice of material changes to these Terms, identifying their effective date. Changes apply prospectively and do not alter an existing dispute. For paid subscriptions, their effective date will be no earlier than the first renewal after the notice period. You may cancel before they take effect. Continued use after the notified effective date constitutes acceptance where legally permitted; where affirmative acceptance is required, we will obtain it. Price changes follow Section 3.

Assignment and relationship. Neither party may assign this agreement without the other’s consent, except to a successor in a merger, reorganization or sale of substantially all relevant assets that assumes the obligations. No assignment authorizes personal-information transfers prohibited by law or platform rules, or eliminates required consent. The parties are independent contractors; neither may bind the other. Except for the parties and permitted successors, this agreement creates no third-party enforcement rights.

Events beyond control. Neither party is responsible for delay or failure caused by events beyond its reasonable control if it takes reasonable steps to reduce the effects and resumes performance promptly. This does not excuse payment for service already provided, applicable refunds, or legally required data protection and incident duties.

Severability and waiver. If a provision is unenforceable, it is limited or severed as legally permitted and the remaining provisions continue. A failure to enforce a provision is not a waiver; a waiver must be in writing.

Notices. Keep your account email current. Contract notices may be sent to that email and, for material changes, through a conspicuous dashboard notice with email notification. Notices to Rook must be sent to support@lunisolutions.com, except where applicable law requires another method.

Rook LLC
Mailing address: 382 S 1130 W, American Fork, UT 84003
Email: support@lunisolutions.com