1Who we are and what we provide
Block9 LLC (“Block9,” “we,” “us”) is a Missouri limited liability company located at PO Box 2, Barnhart, MO 63012. We provide a managed service: we configure, launch, monitor, and continuously improve AI agents built on your business's own knowledge, tools, and rules.
We currently offer three agent types, alone or in combination: a Support Agent (customer facing, primarily voice), a Sales Agent (lead response, follow-up, and pipeline work), and an Operations Agent (internal knowledge work, monitoring, and reporting).
We are a service provider, not a model provider. The reasoning capability behind your agent is supplied by third parties — currently xAI and Anthropic — and voice capability by additional vendors. We do not build, own, or control those models. Section 7 explains what that means for you.
2Scope of work
What we build for you is defined in your Order Form or Statement of Work, which specifies the agent type, the Usage Profile (Light, Standard, or Heavy), the Connections included, and the fees. Anything not described there is out of scope until both parties agree to it in writing.
Before launch, you review and approve the agent's knowledge base and behavior. We do not put an agent in front of your customers or inside your systems without that approval.
3Fees, invoicing, and payment terms
- Structure. Every engagement is priced as Base + Connections + Usage. Base and Connections are fixed monthly amounts. Usage varies with what your agent actually runs.
- Due at execution. The one-time setup fee plus the first month of service are due when the agreement is executed, before configuration begins.
- Month to month, prepaid. Service is billed monthly in advance. There is no minimum term and no contract to lock you in.
- Net 15. Invoices are due within fifteen (15) days of the invoice date.
- Usage and overage. Your plan includes a stated allowance. Usage beyond that allowance is billed at the overage rate on your Order Form, or drawn from prepaid credit if you have a balance. We notify you as you approach your allowance so overage is never a surprise.
- Prepaid credit. Credit you purchase is applied to your invoices, does not expire, and is non-refundable in cash. Unused credit remains available while your account is open.
- Taxes. Fees are exclusive of applicable sales, use, or similar taxes, which are your responsibility.
3bRefunds
Service is prepaid monthly. Fees for the current month are non-refundable once the month has begun, and prepaid usage credit is non-refundable in cash — it remains on your account and applies to future invoices. Setup fees are non-refundable once configuration work has started.
All fees are non-refundable. That includes the setup fee, the monthly service fee once a month has begun, and prepaid usage credit. Cancelling mid-month ends the service at the end of that month; it does not generate a refund. Because the service is month to month with no term commitment, the most you are ever exposed to is the month you have already paid for.
The single exception is our own billing error. If we charge you an amount you did not owe — a duplicate charge, a wrong figure, a charge after cancellation — we will correct it by credit or refund to the original payment method, normally within ten (10) business days of agreeing the error.
4Late payment and suspension
Because service is prepaid month to month, payment is what continues the service. If an invoice passes its due date, we will notify you and your agents keep running during a short grace period. If the invoice remains unpaid after that grace period, we may suspend your agents until it is settled.
Suspension is not deletion. Your configuration, knowledge base, and history remain intact during suspension and service resumes when payment clears. We will tell you before suspension happens — it will not occur silently.
5Cancellation, termination, and what happens to your data
You may cancel at any time, effective at the end of your current prepaid month. Because service is prepaid and month to month, there is no early-termination penalty. Fees already paid for the current month are not refunded, and the service remains available through that month.
On cancellation, at your request, we will send you all of your data — knowledge base content, agent configuration and instructions, transcripts, recordings, reports, and any other Client Materials in our possession — in a reasonable, usable format. We then delete it from our systems.
Three practical limits apply, and we would rather state them now than surprise you later. First, we cannot export material a third-party platform will not release to us, and we will tell you if that happens. Second, we are not obligated to transfer the platform accounts or credentials themselves — those are ours under Section 6b, though we will hand over everything needed to rebuild elsewhere. Third, we retain records we must keep by law, such as invoices and tax records, plus anonymized usage totals that contain none of your customer data, for our own capacity and cost planning.
Standard export is included at no charge. Migration help beyond that — rebuilding your agent on another provider, for instance — is available at our then-current professional services rates.
We may terminate or suspend service for material breach, non-payment, or use that violates our Acceptable Use Policy or creates unacceptable legal or security risk.
6Your responsibilities
- Provide accurate knowledge, timely approvals, and the system access the agreed work requires.
- Obtain any consents your jurisdiction requires for call recording, AI disclosure, and messaging to your customers. See our AI & Call Recording Disclosure.
- Use the agents only for lawful business purposes, within the agreed scope.
- Keep your portal credentials secure and enable the account security we make available.
- Review and accept that agents take actions within the permissions and instructions you approve. High-risk actions — money movement, irreversible record changes, mass outbound communication — sit behind human approval gates unless you have expressly accepted that risk in writing.
6bManaged credentials and isolation
We operate your agents on platform accounts we control — model, voice, and integration providers. You do not need to obtain or manage API keys, and those credentials, accounts, and the platform configuration built on them remain our property unless we agree in writing to a dedicated or client-owned account arrangement.
Isolation is tiered. By default your knowledge, configuration, phone numbers, tool permissions, and logs are kept logically separate from every other client — we never merge knowledge collections or permissions across clients. Clients with higher volume, higher-risk actions, regulated requirements, or a preference for their own keys can move to a dedicated or client-owned account tier. Either party may request that move, and it may carry additional fees set out in your Order Form.
Shared infrastructure carries shared risk, and you should know that. Because default-tier clients run on common platform accounts, an account-level event at a provider — a rate limit, a policy action, a suspension — can affect more than one client at once. We manage headroom deliberately and will move a client to isolated capacity where their usage or risk warrants it.
7Dependence on third-party platforms
Our service is built on infrastructure we do not control. Your agent's reasoning runs on xAI or Anthropic models; voice runs through telephony and speech vendors; billing runs through Stripe; the portal runs on Supabase and Vercel. A full list is in our Data Processing & Subprocessors page.
We are dependent on these providers and cannot guarantee their behavior. That includes uptime, latency, model output quality, changes to model behavior between versions, deprecations, rate limits, policy enforcement, and price changes. We will use commercially reasonable efforts to maintain your service, to route around provider problems where we can, and to give you reasonable notice of material changes — including cost changes we have to pass through.
Your use of the service is also subject to the underlying providers' terms where those apply.
8What we do not promise
AI agents are probabilistic systems. We do not promise that an agent will never make a mistake, never misunderstand a caller, or never require human intervention. What we commit to is disciplined configuration: grounding the agent in knowledge you approved, forcing escalation when it is unsure, limiting its permissions, gating irreversible actions, monitoring it in production, and fixing what we find.
When something does go wrong, our commitment is to how we respond: contain it, tell you early with a next-update time, fix the cause, and write up what changed. Those commitments are published on our Security page.
We do not carry professional liability, cyber, or errors-and-omissions insurance, and we hold no security certifications of our own. We build on enterprise platforms from xAI and Anthropic, which maintain their own compliance programs, but those are their certifications and not ours. If your business requires an insured or certified vendor, we are not that vendor today, and we will tell you so during scoping rather than after you sign.
We do not provide legal, medical, financial, tax, or other professional advice, and we configure agents to refuse and escalate rather than offer it. Except as expressly stated here, the service is provided “as is” and we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement, to the fullest extent permitted by law.
8bAssumption of risk
You accept the risks of using AI agents in your business. That includes the possibility of an inaccurate or incomplete answer, a missed nuance in a conversation, an action taken within permissions you approved that you would have handled differently, and interruption caused by a third-party platform.
You decide what knowledge the agent holds, what it is permitted to do, and which actions run without a human. You approve all of it before launch. Those decisions, and the outcomes that follow from them, are yours. If you are not comfortable accepting that, this is not the right service for your business — and we would rather you know that before you sign than after.
Nothing in this section limits our own obligations under Sections 9 through 11, or excuses gross negligence or willful misconduct on our part.
9Intellectual property
You own your material. Your data, knowledge content, call recordings, transcripts, customer information, and the configuration built for your business remain yours. You grant us a limited license to use that material solely to deliver and improve your service.
We retain ownership of our own methods, templates, tooling, playbooks, portal software, and any general knowledge or improvements we develop — provided they contain none of your confidential information.
10Confidentiality
Each party will protect the other's confidential information with at least reasonable care, use it only to perform under the agreement, and not disclose it except to people and providers who need it and are bound to comparable obligations. This does not cover information that is public, independently developed, or lawfully received from a third party, or disclosure required by law.
11Limitation of liability
To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost business, or lost data, even if advised of the possibility.
Our total aggregate liability arising out of or relating to the service will not exceed the total fees you paid to Block9 in the three (3) months immediately preceding the event giving rise to the claim.
We are not liable for decisions you make based on agent output, for actions an agent takes within the permissions and instructions you approved, or for failures caused by third-party platforms outside our control. These limits do not apply to a party's gross negligence or willful misconduct, or to your payment obligations.
12Indemnification
You will defend and indemnify Block9 against third-party claims arising from (a) your data or content, (b) use of an agent outside the agreed scope or in violation of law, (c) instructions or permissions you provided, or (d) your failure to obtain a required consent or disclosure. We will defend and indemnify you against third-party claims arising from our gross negligence or willful misconduct.
12bElectronic signatures and records
Agreements, order forms, and notices under these Terms may be executed and delivered electronically. By signing electronically or by clicking to accept, you consent to transact business electronically and agree that your electronic signature is legally equivalent to a handwritten one under the federal E-SIGN Act and the Missouri Uniform Electronic Transactions Act.
You may request a paper copy of any agreement at no charge, and you may withdraw consent to electronic records by contacting us — though doing so may prevent us from providing the service, which is delivered and administered online. To access electronic records you need a device with a current browser, internet access, and a working email address.
13Governing law and disputes
These Terms are governed by the laws of the State of Missouri, without regard to its conflict of laws rules. The parties consent to exclusive jurisdiction and venue in the state and federal courts located in Jefferson County, Missouri.
Before filing suit, the parties will attempt in good faith to resolve any dispute by conferring directly for at least thirty (30) days after written notice.
14Changes to these Terms
We may update these Terms. If a change is material and adverse to you, we will give notice at least thirty (30) days before it takes effect, and you may cancel before then without penalty — which, on a prepaid month-to-month service, means simply not renewing.
15General provisions
- Force majeure. Neither party is liable for failure to perform due to causes beyond its reasonable control — including outages, degradation, rate limiting, policy enforcement, account suspension, or discontinuation by a third-party model, telephony, payment, or hosting provider; internet or carrier failures; natural disasters; or government action. This does not excuse payment for service already delivered.
- Assignment. Neither party may assign these Terms without the other's written consent, except to a successor in a merger or sale of substantially all assets, on notice.
- Independent contractors. The parties are independent contractors. Nothing here creates a partnership, joint venture, agency, or employment relationship.
- Notices. Notices to Block9 go to PO Box 2, Barnhart, MO 63012 or the email address on this page. Notices to you go to the billing or account contact on file. Email notice is effective when sent, absent a bounce.
- Publicity. We will not use your name, logo, or a description of your business publicly without your prior written permission.
- Severability. If any provision is held unenforceable, the rest remains in effect and the unenforceable provision is modified to the minimum extent needed to make it enforceable.
- No waiver. Failure to enforce a provision is not a waiver of the right to enforce it later.
- Survival. Sections on fees owed, data return and deletion, intellectual property, confidentiality, limitation of liability, indemnification, and governing law survive termination.
- Entire agreement. These Terms, together with any signed Master Services Agreement, Order Form, Data Processing Addendum, and the policies linked from this site, are the entire agreement between the parties and supersede prior discussions.
16Contact
Block9 LLC
PO Box 2, Barnhart, MO 63012
636-224-8069
support@block9.app