Terms of Service & Disclaimers

1. Overview

These Terms of Service ("Terms") govern your use of the services provided by Response Laboratory ("Response Laboratory," "ResponseLab," "we," "us," or "our"), operated by 678 Agency. By engaging our services, you ("Client," "you," or "your") agree to be bound by these Terms.

2. Services Provided

Response Laboratory provides customer operations services for local businesses, which may include:

• Google review response management
• Customer service message handling
• AI chatbot setup and management
• Website design, redesign, and ongoing management
• Google Business Profile optimization
• Social media response management
• AI-powered sentiment monitoring
• Monthly reporting and analytics

The specific services provided depend on the plan selected by the Client. We reserve the right to modify service offerings with reasonable notice.

3. Pricing & Payment

• All pricing is quoted on a per-location, per-month basis unless otherwise agreed in writing.
• Payment is due at the beginning of each billing cycle. Late payments may result in service suspension.
• We reserve the right to adjust pricing with 30 days' written notice.
• There are no long-term contracts. Either party may cancel with 30 days' written notice.
• Refunds are not provided for partial months of service.

4. Client Responsibilities

• Provide accurate business information, brand guidelines, and access to relevant platforms (Google Business Profile, website CMS, social media accounts, etc.).
• Review and approve response guidelines before service begins.
• Respond to escalation requests in a timely manner when issues require direct business owner attention.
• Ensure that all information provided to us is accurate and that you have the authority to grant access to the platforms and accounts involved.

5. Use of AI & Automation

Response Laboratory utilizes artificial intelligence and automation tools to assist in delivering services, including but not limited to:

• AI-assisted response drafting
• AI chatbots for customer-facing interactions
• Sentiment analysis and monitoring

All AI-generated content is reviewed for quality and accuracy. However, we do not guarantee that AI-generated responses will be error-free in all cases. Clients are encouraged to review and provide feedback during the initial onboarding period.

6. Disclaimers

7. Limitation of Liability

To the maximum extent permitted by law, Response Laboratory and its owners, employees, and contractors shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from the use of our services. Our total liability for any claim arising from our services shall not exceed the total amount paid by the Client in the three (3) months preceding the claim.

8. Confidentiality

We will treat all Client business information, login credentials, and customer data as confidential. We will not share, sell, or distribute this information to third parties except as required to deliver the agreed-upon services or as required by law.

9. Intellectual Property

• Response templates, AI chatbot configurations, and website designs created by Response Laboratory remain our intellectual property unless otherwise agreed in writing.
• Clients retain ownership of their business name, brand assets, and customer data.
• Upon termination, clients will receive copies of any custom content or configurations created specifically for their business.

10. Termination

• Either party may terminate services with 30 days' written notice.
• We reserve the right to terminate immediately if the Client engages in illegal activity, violates platform terms of service, or fails to pay for services.
• Upon termination, we will revoke access to any tools or systems managed on the Client's behalf and provide a transition period of up to 14 days.

11. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of New York. Any disputes arising under these Terms shall be resolved in the courts located in New York County, New York.

12. Contact Information

For questions about these Terms, contact us at: