We are always closed on Christmas, Thanksgiving (US), and New Year's Day. On American public holidays and other holidays (Easter Sunday, Memorial Day, July 4th, Labor Day, Thanksgiving Eve, Black Friday, Christmas Eve, the Day After Christmas and New Year's Eve) we do not offer standard receptionist service to U.S.-based clients due to historically low call volume; we only offer reduced hours of 10 am to 2 pm to U.S.-based clients who opt for the Extended Hours Plan upgrade. On Canadian public holidays and other holidays (Good Friday, Easter Sunday, Easter Monday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving Day (CA), Remembrance Day, Boxing Day, Christmas Eve, the Day After Christmas, and New Year's Eve) we do not offer standard receptionist service to Canada-based clients; we only offer reduced hours of 10 am to 2 pm to Canada-based clients who opt for the Extended Hours Plan upgrade. Service may be available between 9:00 am and 7:30 pm for an additional fee. Service hours are subject to change; advance notice will be provided.

All Virtual Reception Plans require prepaid monthly subscriptions. For clients receiving Virtual Reception Services, your Service Cycle begins the day after your phone lines are established or upon our initial receipt of any forwarded phone call, SMS message, chats (including messages from embedded web-chat widgets and social media platforms), or email. The start date of your Service Cycle marks your recurring Billing Date, which will continue to be on the same date of each subsequent month (month refers to the calendar month). Any estimates provided regarding the turnaround time for commencing your Services after subscription are dependent on your timely and thorough completion of any requisite Intake procedures - we make no guarantee that your Services will start by any specific date. Our intake process is intended to be self-service, but you may upgrade to more intensive support by selecting our Express Onboarding Add-On (with the Express Onboarding Add-On, your service will commence the following day if Plan subscription occurs before 11:00 AM Eastern Standard Time). If the Intake Questionnaire is not completed within two (2) days of receipt, the Guided Support Onboarding Add-On will automatically be applied to your account; you agree to be responsible for any associated costs. Accounts receiving either the Express or Guided Support Onboarding Add-Ons are still responsible for adhering to the My Salon Desk Terms of Service contained herein. Any forwarded phone call, SMS message, or web-chat message answered will count towards monthly Plan usage totals. 

All transactions are based and calculated on the U.S. Dollar and you agree to pay us for all rates and charges. We accept all major credit cards as well as Apple Pay. You are required to maintain a valid payment method on file with us at all times unless otherwise noted. By agreeing to these terms, you hereby authorize us to debit your credit card(s) to satisfy any and all amounts due to us. Unused services are non-transferable and cannot be carried over to subsequent months. If the total charges on your account exceed $0 at any time, your method of payment may be charged; we may opt to extend higher credit limits for some business users. Any payment(s) not received on the Due Date may be subject to a monthly Late Charge equal to 25% of the overdue balance to be invoiced immediately. We reserve the right to suspend and / or terminate your account if any amount is overdue. A reinstatement fee of $50 will apply to any account terminated due to either non-compliance with our Terms and Conditions or non-payment. If a scheduled payment is ever declined, we may require pre-payment of excess utilization charges for future Service Cycles up to an amount equivalent to the highest monthly excess utilization charges owed within the previous 12 months; any excess pre-payment will be applied to future Service Cycles. Accounts that remain overdue after 7 days may be forwarded to a payment collections service; any account forwarded to a payment collections service will incur a $350 processing fee. We will also assess a $500 fee to any Accountholder who requests a chargeback or initiates a payment dispute that contradicts our Terms and Conditions in an attempt to avoid paying amounts that are rightfully owed to us.

If your Plan does not require a term commitment you may request to edit or terminate your service no later than 7 days prior to your Billing Date (termination requests must be made by email and will be processed on the same day if received by 5 P.M. EST; otherwise requests will be considered to have been received the following day) - you may request that cancellations and service downgrades take effect either immediately or within the subsequent Service Cycle. My Salon Desk DOES NOT PROVIDE REFUNDS in any amount for any Plan, Add-On, Upgrade, Service Modification, or Business Solution under any circumstances. This means that NO REFUND WILL BE PROVIDED IF YOU CHOOSE TO TERMINATE OR CEASE USE OF YOUR SERVICE. Upon termination or suspension of your service for any reason, we will no longer be responsible for any calls, SMS / text messages, chats, or emails that are forwarded to us, nor will we be responsible for responding to any inquiries made by your Customers. Any unbilled charges for services rendered are also due at the time of termination. Plan pricing is subject to change and you will receive advanced notice via your email address on your account prior regarding any impending price adjustments.

Our monthly Virtual Reception Plans all include the option of Complimentary Appointment Booking, through which we can schedule and edit appointments directly into most web-based salon or spa scheduling software. We have pre-approved a number of salon and spa scheduling software offerings and only work with alternate offerings on a case-by-case basis. If we alert you that a software is incompatible with our system, you will be solely responsible for seeking out a replacement. Any relevant scheduling parameters (including but not limited to stylist / practitioner availabilities, treatment room availabilities, pricing differences, service permissions, conditional requirements, consultation requirements, add-on / modification options, and easily discernible services within organized menus) must be programmed into your software. Appointment Booking protocol will be further delineated within the Intake Questionnaire; a summary can also be found at the following link: Appointment Booking Protocol. As a standard service, we will exclusively input your customers' name, phone number, and email address into your software; requests for the collection or review of any other information (such as payment information, referral sources, or client notes) is subject to approval and will incur additional fees. You are also required to provide us with written documentation of the following: a unique username and password for your scheduling software, a direct link to your software's login interface, and any special scheduling requests. We only book and/or edit appointments for just one Customer and for a maximum of only one date within each client contact (phone call, text message, or chat); we currently don't service group bookings, appointment series, or other complex scheduling requests unless otherwise noted. We may limit our Appointment Booking service if your software displays an excessive number of prompts or options that must be manually edited. We will not be liable for double-bookings or any other scheduling errors that arise if you or your Customers edit your schedule contemporaneously. There is no guarantee that we can accommodate all scheduling customizations (such as service subscription, package and membership bookings, or waitlist requests), so please consult with us prior to subscribing to a Plan. If you fail to abide by the requirements, all booking requests will be transmitted via your Notification preferences.

For accounts with a high volume of monthly calls (per our discretion), we can make Outbound Calls by request. Our Outbound Calling feature is not available to any other account (with the exception of outbound calls made as part of our Voicemail Service Add-On). Any Outbound Call requests must be individually transmitted to outbound@mysalondesk.com (unless otherwise noted) - you must include the customer name, phone number, and reason for calling within one sentence. Outbound calls count towards your voice Plan usage totals. While blind call forwarding is not considered "outbound", calls made during attended call forwarding (when an incoming caller is placed on hold as the business is accessed on a separate call) will be considered as Outbound Calls. We reserve the right to terminate or limit Outbound Calling at any time without prior notice and waive liability for any losses or damages arising from any discontinuation. In some cases, additional charges may apply for excessive Outbound Calls - please consult with us prior to selecting a Plan.

All costs pertaining to our Virtual Reception Plan Add-Ons and Upgrades can be found at the following link: Plan Upgrades + Add-ons. You may request to modify your monthly Voice Plan or opt to include service Upgrades and Add-Ons at any time, including but not limited to: SMS / Text Messaging Plans, SMS Response Service (responding to incoming text messages only), Web-Chat Plans, Email Service, Voicemail Service, Extended Hours Service, and Payment Support; full payment is due at the time of subscription. Overage charges apply for excess service utilization and will be automatically billed. If we contend that your account has high amounts of excess service utilization, we may require you to subscribe to a larger Plan Upgrade or Add-On option and in some cases we may suspend your service. Upgrades and Add-Ons are provided at our sole discretion, and we reserve the right to terminate or suspend service customizations at any time without prior notice and waive liability for any losses or damages arising from any discontinuation. SMS / Text Messages are billed per outgoing message. Chats are billed per session; a session is considered closed either upon satisfactory resolution of your Customer's concern or if no response is received from your Customer for more than 15 minutes. Emails are also billed per session; a session is considered closed either upon satisfactory resolution of your Customer's concern or if no response is received from your Customer for more than 24 hours. A Voice Plan is required In order to subscribe to an Upgrade or Add-On. All terms and policies provided regarding our Plan Upgrades and Add-Ons apply in addition to the general terms proved herein.

 You may also request your current plan usage totals from the My Salon Desk at any time and you may opt to receive instant contact updates for an additional fee. We provide records reports containing phone numbers and/or contact information and timestamps associated with inbound and outbound calls for an additional fee unless otherwise noted; such records requests must be made prior to the commencement of the Service Cycle. We do not provide custom reporting regarding appointment-based parameters (including but not limited to cancellations, rescheduling, client retention, and client conversion rates) as a standard service.

We handle calls according to the preferences you select during your onboarding process. While we generally do not include calls during which a connection is not established in Plan totals, we may attempt one (1) return call (and one (1) SMS message is SMS service is enabled) if a caller hangs up prior to an established connection (such a call will still appear as an inbound call within your Service records). We cannot guarantee the functionality or operation of third-party systems and thereby cannot guarantee the time-frame for the handling of any specific call or the delivery of messages. For an additional cost we offer Payment Support Service (Payment Support), through which we collect payment information from your Customers for the purposes of retaining cards-on-file or assessing appointment deposit fees - please note that we can not directly process any charges or fees to your Customers. Card-on-file requirements must be programmed into your scheduling software; by default, we only collect payment information for new clients seeking to book appointments that would ultimately require payment. We will not be liable in the event that your Customer contests or disputes any charges or fees and our receptionists will be unable to provide any statements or affidavits to support your claims - we strongly recommend that you make your fee schedule available to your Customers in writing. We do not maintain internal notes regarding each instance of Customer contact as part of our standard Services - any additional record-keeping is subject to approval and will incur additional costs.

Your preferences for call handling will be obtained within the Intake Questionnaire. We train our receptionists in best practices for clientele service - we can sometimes make modifications to our standard internal protocol, particularly for larger accounts. However, there is no guarantee that we will recite any desired text or script verbatim. We rely on the completeness and accuracy of your responses provided during the intake process, and will not be liable for any errors made if you provide incorrect information or omit requested information. In the event that a we receive a complex client inquiry that we believe requires your attention, we will send a notification to the primary Accountholder using the contact information provided during Plan subscription. We will also transmit messages if specifically requested by your contacts. Please note we do not transmit notifications under any other circumstances as a standard feature of our Virtual Reception Service and special requests are subject to our approval. We can accommodate custom messaging requests (including multi-recipient messaging, fax delivery, phone calls, etc.) but additional fees may apply. We reserve the right to limit and/or adjust our standard call handling procedures within your account if you or your Customers harass, intimidate, or place an undue burden on any of our employees; please ensure that you adequately instruct your Customers on your business protocol. You are solely responsible for ensuring that your Customers are fully aware of your business protocol and policies, particularly regarding any fees you choose to assess. 

We always strive to maintain the highest levels of security and privacy for our business clients and their salon or spa clients alike. My Salon Desk software and web platforms primarily utilize secure and / or encrypted connections. We will not make phone call recordings available to you for any reason, and we only store text messages and emails for a limited amount of time. We reserve the right to internally monitor, record, or transcribe all calls received and made within your account; these recordings and transcriptions may be used for training, quality control, continuous improvement practices. To ensure data security for your Customers, we do not permit calls attended by our Receptionists to be recorded or monitored by you or any other third-party entity. We will never share or sell your Customers' identifiable data or information with any other entity. We may at times perform statistical analyses with de-identified aggregated data for the quality improvement and / or commercial purposes. It is your responsibility to ensure the security of any systems by which you transmit your client's data. Our full Privacy Policy can be viewed at the following link: Privacy Policy. 

All of our phone, email, messaging platforms, as well as our internal databases are fully HIPAA compliant. Our staff is regularly trained on HIPAA protocol. We never store or transcribe patient data available within EHR / EMR records under any circumstances - any messages or notes are limited to patient-provided details. You are solely responsible for ensuring HIPAA compliance if you ever directly transmit PHI to us. We provide Business Associate Agreements (BAAs) to any client upon request.

Special Offers, Discounts, Savings, Courtesy Credits, Promotions, Rebates, Grants, and Service Trials are occasionally available and provided at our sole discretion, as well as being subject to change. Free / Complimentary Voice Plan Trials (Trials) and Plan rebates may only be applied to one (1) business per account holder, and only one (1) Free / Complimentary Trial or Plan rebate is permitted per business. All trials and rebates are provided at our sole discretion and participation within a Trial constitutes agreement to all applicable terms and policies contained herein. For all Trials, your selected Plan will be automatically renewed for a regular month-long paid Service Cycle at 5:00 PM EST on the final date of your Trial period term; your payment method on file will be automatically charged per our current Plan pricing according to your selections. You must alert us in writing (by email to concierge@mysalondesk.com or fax to (857) 336-6945) before 5:00 PM EST on the final date of your Trial term if you do not wish to renew your Plan; any requests transmitted after this deadline will not be honored. Rebates associated with 'Explore Plan' offerings are only applicable towards new Plan subscriptions and are exclusively available to new clients. The 'Solopreneur Business Grant' (Grant) is provided solely at our discretion, and we reserve the rights to make any adjustments to the program at any time. Additionally, any information provided within the Grant application is subject to verification. None of our offers, discounts, savings, credits, promotions, rebates, or grants bear any true monetary value and will not be exchanged for any form of currency.

The My Salon Desk Affiliate Rewards Program enables approved business Affiliates to refer clients to My Salon Desk while earning a 30% commission on the initial Voice Plan amount at the time of subscription; referred clients will receive a $50 credit towards any Plan Add-On or Upgrade excluding Voicemail Service. For a sale to generate a commission to an Affiliate, the referred client must complete the subscription process and remit full payment for a monthly Voice Plan within 1 month of clicking through a qualified, correctly structured Affiliate link. Properly coded links are the sole responsibility of the affiliate. Commissions can be viewed on the Affiliate Dashboard. Payment processing can take up to 1 month from the request date and payments will generally be paid out via PayPal®. Commission only applies to first month of any monthly Voice Plan and will not be applied to any Trials, Add-Ons, Upgrades, or recurring monthly subscription revenues. Affiliates are permitted to use and My Salon Desk brand and marketing resources that are provided; logos and other assets cannot be modified. The Affiliate does not gain any trademark, copyright or any other rights to these materials. This program is provided at our sole discretion and participation constitutes agreement to all applicable terms and policies contained herein as well as within the Affiliate Dashboard. Participation in our Affiliate Program does not create an exclusive agreement between you and us.

At times, we may agree to provide custom service modifications for business users; these custom service agreements are provided at our sole discretion and additional costs typically apply. We reserve the right to deny any service modification request for any reason. We reserve the right to terminate or suspend service customizations at any time without prior notice and waive liability for any losses or damages arising from the discontinuation. In the event that we are no longer able to support a prepaid service customization, we will refund an amount proportional to the unused portion of the service.

At times, you may need to enable access to software provided by an outside party, such as your scheduling software. If you ever need to make adjustments to our access settings and/or login information, please provide at least five days notice for our IT Team to implement the changes. We will endeavor to alert you to any external third-party service outages, but it is solely your responsibility to ensure that these systems are operational and that our accessibility is uninterrupted. We do not perform IT consulting, systems architecture, or systems integration involving any external software or service provider, nor do we participate in any meetings or trainings. You should relay any questions or technical concerns regarding any external software or service to the provider directly. Upon termination of services it is your responsibility to restrict our access to any external software or services if applicable.

We may at times provide custom Business Solutions to our Clients. Some of our Business Solutions require a contract, and all terms contained within the contract apply in addition to the general terms proved herein. Full payment must be made prior to the delivery of any final products unless otherwise noted.