Why We Made These Updates

Captivated has grown into a broader conversation management platform serving single-location businesses, franchises, multi-location organizations, and larger enterprise customers. As our platform and pricing model have evolved, we updated our legal terms to better explain how our services are licensed, billed, adjusted, and renewed.

These updates are designed to provide clarity, fairness, and transparency while protecting customer data, supporting platform stability, and making our billing rules easier to understand.

What Changed

1. Real Quote and Order Forms

We clarified that fees, selected services, usage limits, Smart Scaling quantities, Power Features, billing terms, and other commercial terms are defined in the applicable Order Form, including those generated through Captivated’s quoting tools.

2. Site-Based Licensing

We continue to clarify that Captivated is licensed on a site basis, not by individual user seats. A licensed site may have multiple users, but each distinct business location or operating site generally requires its own license unless otherwise stated in an Order Form.

3. Base Licensing, Power Features, and Smart Scaling

We added clearer language around the difference between Base Licensing, Power Features, and Smart Scaling.

• Base Licensing provides access to Captivated’s core platform and may be eligible for term-prepaid savings.
• Power Features are optional capabilities selected based on customer need and may be eligible for plan-level and term-prepaid savings.
• Smart Scaling represents monthly capacity-based items, such as messaging capacity, phone lines, calendars, minutes, lookups, and similar usage or capacity items.

4. Smart Scaling Billing

We clarified that Smart Scaling items may be billed monthly and may receive plan-level discounts based on the selected Base License. Unless expressly stated in an Order Form, Smart Scaling items are not eligible for term-prepaid discounts and are not included in prepaid term totals.

5. Plan Changes and Downgrades

We added language explaining how plan changes, downgrades, reductions, and account restructuring requests are handled.

• Customers may upgrade their Base License, add Power Features, add sites, or increase Smart Scaling capacity at any time, subject to applicable pricing and configuration requirements.
• Base License downgrades, Power Feature removals, Smart Scaling reductions, site removals, or other account restructuring requests require advance notice and are subject to Captivated review and approval.
• Base License downgrades are limited to one downgrade in any six-month period unless otherwise approved by Captivated in writing.
• Approved downgrades, reductions, site removals, or account restructuring requests may be subject to an administrative change fee.

6. Fixed-Term Subscriptions

We clarified that for fixed-term subscriptions, Base Licensing and selected Power Features are committed for the subscription term and may not be downgraded, removed, or reduced during the term unless expressly approved by Captivated in writing.

7. Calendar-Based Services

We expanded our calendar-based service language to clarify that calendar-related services may also be treated as Smart Scaling items under an applicable Order Form and may be subject to Smart Scaling adjustment rules.

8. Usage-Based and Carrier-Based Charges

We maintained language explaining that certain services rely on third-party telecommunications providers, carriers, networks, and payment-related providers. Usage-based charges, overages, and pass-through costs may be billed monthly and may change prospectively based on carrier, regulatory, network, or provider changes.

What Did Not Change

• Customers continue to own their data.
• Captivated does not sell personal data.
• Captivated remains a technology platform provider.
• Customers remain responsible for their message content, consent, communication practices, and compliance obligations.
• Captivated continues to use commercially reasonable security and privacy practices.
• Customers will continue to receive notice of material pricing changes where required by our Terms.

How This Benefits Customers

These updates help make Captivated easier to buy, easier to scale, and easier to administer. They also clarify how longer-term commitments, monthly Smart Scaling, Power Features, and plan changes work together.

Our goal is to keep Captivated flexible for growing businesses while maintaining clear billing rules and predictable service commitments.

Where to Find the Full Documents

You can review the full updated documents at any time:

• Terms & Conditions
• Privacy Policy
• Express Pay Terms of Use
• TCPA & Messaging Compliance

Questions

If you have questions about these updates, please contact us using in-app support, or text or call us at 317-316-3600.

Thank you for being part of Captivated.