Terms of Service

Last updated: August 9, 2026 · Applies to the Holina platform

Signed customers are governed by their executed Master Service Agreement and Order Form; where these terms and the signed agreement differ, the signed agreement controls.

The service

Holina is a phone receptionist service for restaurants, operated by EpochCore LLC, a North Carolina limited liability company ("Provider"). The service answers calls to the number(s) a customer designates, responds to caller questions using customer-approved business information, sends requested text-message links, captures messages and reservations, and provides the customer access to call transcripts and activity.

Plain-dealing summary

Month-to-month. Cancel with 30 days' notice. Your data stays yours. If you leave, forwarding is turned off and your phone line is exactly what it was before — no number to port, no lock-in.

Accounts and eligibility

The service is offered to businesses. By creating an account you confirm you are authorized to act for the business and that the business information you supply (hours, menu, links) is accurate. You are responsible for reviewing the assistant's behavior during the first week and requesting corrections.

Fees, plans, and auto-renewal

Monthly plan — $249/month per location line, billed in advance.
Annual plan — $1,494/year per location line, billed in advance for twelve months (equivalent to $124.50/month).
No setup or installation fee. Professional setup is included on both plans.
First month free. New monthly subscriptions begin with a free first month. A valid payment method is required at sign-up and is not charged during the free month.
Automatic renewal. Both plans renew automatically — monthly plans each month, annual plans each year — at the then-current rate, and your payment method is charged on each renewal date, until you cancel. You may cancel at any time; see the Refund & Billing Policy for how cancellation, proration, and failed payments are handled.
Either party may cancel with 30 days' written notice. No long-term contracts.
Usage allowances and any overage rates are stated on the Order Form before you are charged; fees never increase without notice.
Taxes. Fees are exclusive of sales, use, VAT, and similar taxes. You are responsible for any such taxes other than taxes on Provider's net income.
Card data. Payments are processed by Stripe on Stripe-hosted pages. Provider never receives, transmits, or stores your full card number.

Your data

You retain all rights in your customer data — your business content and your call data (transcripts, captured leads, messages).
Provider processes caller data solely to operate the service, as a service provider/processor under applicable privacy laws, per the Privacy Policy (13-month transcript retention; deletion on request within 30 days; no sale of data).
Provider owns the service software, models, prompts, configuration, and system IP, and all improvements to them. Nothing in these terms transfers any of it to you. You receive a non-exclusive, non-transferable, revocable right to use the service during your subscription, and nothing more.
You grant Provider a limited, non-exclusive license to host, process, and display your business content solely to operate and support the service for you. That license ends when your content is deleted.
You may not reverse-engineer, decompile, scrape, resell, or benchmark the service for a competing product, or use it to train a competing model.
If you send Provider feedback or suggestions, Provider may use them without obligation or compensation. Feedback is not confidential.
Every greeting includes a recording/quality disclosure; customers may not ask for it to be removed. If a customer enables full-audio recording, the customer is responsible for any additional notice its jurisdiction requires.

Service levels

If the service cannot answer, the line automatically forwards to the customer's designated fallback number — the failure mode is your old phone line, never a dead line.
Availability targets and service credits are defined in the Support & Service Level policy and, for signed customers, the Master Service Agreement; credits are the exclusive remedy for availability failures.
Exclusions: carrier outages, customer-caused misconfiguration, force majeure, and failures of the customer's own phone systems.

Acceptable use

The service may not be used for emergency services, dispensing medical or legal advice, telemarketing or robocalling, or any unlawful purpose. The service is an information/reception assistant; it does not process card payments by voice at this time. The full rules, and what happens when they are broken, are in the Acceptable Use Policy, which forms part of these terms.

Website analysis during setup

If you ask the service to build a demo or configure your assistant from your website, Provider fetches a small number of pages from the address you supply in order to read your published business information. By supplying an address you confirm you are authorized to have it read. Provider's crawler identifies itself as HolinaBot, honors robots.txt, and is rate-limited; it does not attempt to access anything behind a login.

Disclaimers

The assistant generates its responses with automated software. Despite safeguards and testing, responses may occasionally be imperfect; Provider's obligation is prompt correction of reported issues. THE SERVICE IS OTHERWISE PROVIDED "AS IS," AND PROVIDER DISCLAIMS ALL IMPLIED WARRANTIES.

Liability

NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR LOST PROFITS OR REVENUE. EACH PARTY'S TOTAL LIABILITY IS CAPPED AT THE FEES PAID IN THE THREE (3) MONTHS PRECEDING THE CLAIM, except for payment obligations, gross negligence or willful misconduct, or breach of the Acceptable Use section.

Indemnification

You will defend and indemnify Provider against third-party claims, damages, and reasonable costs arising from: (a) business information, menus, documents, or other content you supply or approve; (b) your use of the service in violation of the Acceptable Use Policy or applicable law, including telemarketing, consent, and call-recording laws; (c) claims by your callers or customers relating to how you configured or used the service; and (d) your failure to obtain any consent your jurisdiction requires.

Provider will defend and indemnify you against third-party claims that the service, as provided by Provider and used in accordance with these terms, infringes a U.S. patent, copyright, or trademark. This does not apply to claims arising from your content, your modifications, or use of the service in combination with anything Provider did not supply.

Each party's indemnity is conditioned on prompt written notice, sole control of the defense by the indemnifying party, and reasonable cooperation. No settlement that imposes liability or admits fault may be made without the other party's consent.

Suspension and termination

For convenience. Either party may terminate with 30 days' written notice, as described under Fees.
For cause. Either party may terminate immediately if the other materially breaches these terms and fails to cure within 15 days of written notice.
Immediate suspension. Provider may suspend the service without prior notice for non-payment past its grace period, a violation of the Acceptable Use Policy, a credible threat to the platform or other customers, or a carrier/regulator directive. Provider will notify you promptly and restore service once the cause is resolved.
On termination. Call forwarding stops and your line reverts to whatever it was before. You may export your call data for 30 days; after that Provider deletes it per the Privacy Policy and Data Retention Policy. Fees already incurred remain payable; see the Refund & Billing Policy.

Dispute resolution — arbitration and class-action waiver

Please read this section carefully. It affects how disputes are resolved and limits your rights, including the right to a jury trial and to bring a class action.

Talk first. Before starting formal proceedings, the party with a dispute will send written notice describing it, and both parties will try in good faith to resolve it for 30 days.
Binding arbitration. Any dispute arising out of or relating to these terms or the service that is not resolved informally will be settled by final and binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, before a single arbitrator, seated in Mecklenburg County, North Carolina, in English. Judgment on the award may be entered in any court of competent jurisdiction.
Class-action waiver. Disputes will be brought only in an individual capacity. Neither party may bring a claim as a plaintiff or class member in any class, collective, consolidated, or representative proceeding, and the arbitrator may not consolidate claims or preside over any form of representative proceeding. If this waiver is held unenforceable as to a particular claim, that claim (and only that claim) is severed and proceeds in court.
Jury-trial waiver. To the extent any dispute proceeds in court rather than arbitration, both parties knowingly and voluntarily waive any right to a jury trial.
Exceptions. Either party may (a) bring an individual claim in small claims court, and (b) seek injunctive or equitable relief in court to protect intellectual property or confidential information, without first arbitrating.
Costs. Filing and arbitrator fees are governed by the AAA rules; each party bears its own attorneys' fees unless the arbitrator awards them where permitted by law.

Changes to these terms

Provider may update these terms. For material changes, Provider will give at least 30 days' notice by email to your account contact and by updating the "last updated" date above. Continued use after the effective date constitutes acceptance. If you do not accept a material change, you may cancel before it takes effect and receive a prorated refund of any prepaid, unused fees.

General

Governing law: North Carolina, without regard to its conflict-of-laws rules. Subject to the arbitration section above, the exclusive venue for any court proceeding is the state and federal courts sitting in Mecklenburg County, North Carolina, and both parties consent to personal jurisdiction there. Notices by email with confirmation. Neither party may assign these terms without consent, except in a sale of the business.

Severability. If any provision is held unenforceable, it is modified to the minimum extent necessary and the rest remains in effect. No waiver. A failure to enforce a provision is not a waiver of it. Survival. The Your data, Indemnification, Disclaimers, Liability, and Dispute resolution sections survive termination. Force majeure. Neither party is liable for delays caused by events beyond its reasonable control. Entire agreement. For signed customers, the full agreement is the Master Service Agreement plus its Order Form and referenced policies (Privacy Policy, Data Retention Policy, Support & SLA, Acceptable Use Policy). For self-serve customers, these terms plus the policies linked from them are the entire agreement.

Contact

Email: john@holina.io
Mail: EpochCore LLC, 8315 Camberly Rd, Huntersville, NC 28078