Updates to Our Terms & Conditions
We updated our agreement to make our pricing, launch process, optional capabilities, committed terms, and data practices clearer.
Effective July 24, 2026
What you need to know: These updates align our Terms with the way Captivated is now quoted, launched, configured, and supported.
No action is required unless we contact you directly or your existing signed agreement requires an update. Your current Order Form continues to govern your purchased services, pricing, and committed term.
What changed
Clearer subscription structure
We clarified how Core Licenses, Messaging Commitments, Operating Locations, Public-Facing Brands, Text Lines, and optional capabilities work together.
Updated launch packages
Our launch packages are now called Guided Launch and Guided Launch Plus. The Terms also distinguish ordinary launch work from specialized Pro Services.
Optional capabilities at checkout
Eligible options selected through our public quoting process may be activated during launch, with their first 30 days included. The exact date paid option billing begins is shown before signature.
Launch Review flexibility
During the initial 30-day period, customers may ask the Launch Team to adjust or remove selected options before their first paid billing date without the normal removal-notice requirement. Until self-service Service Orders are available, approved changes are processed through our current account-change process.
Committed-term savings
When stated in an Order Form, the applicable term discount may also apply to eligible monthly options while those options continue to be billed monthly.
Renewal terms
Committed subscriptions no longer renew automatically into another committed term. At the end of a committed term, service continues month-to-month at our then-current month-to-month pricing, and the term discount ends with the term. A new committed term and its discount require a new signed agreement. Month-to-month service may be canceled with at least 30 days’ notice.
AI usage
AI-assisted features are included with every Subscription Plan and measured using AI Credits. Included allowances and additional-usage pricing are shown in the applicable Order Form or pricing schedule.
Locations and communication lines
We clarified that Text Lines belong to properly licensed locations and cannot be used to provide service to undisclosed locations or brands. Additional locations continue to use the published graduated location-pricing schedule.
Express Pay quantities
Express Pay is billed per activated payout destination—not automatically per location. Multiple locations may share one payout destination where supported and approved.
Administrative and migration work
Minor changes may still be completed without charge. Material migrations, acquisitions, account consolidations, or complex configuration work are scoped and approved before billable work begins.
Data retention and Archive Access
Following termination of all active services, conversation data is generally retained for 90 days. Customers needing continued historical access may maintain Archive Access under a Core License.
More precise liability language
The liability limitation now uses eligible licensing attributable to a maximum of 12 months and to the locations materially affected by the event, rather than the timing of a multi-year prepayment.
Additional details
How do the first 30 days of selected options work?
Eligible options selected in our public quoting process appear in the signed Order Form with their quantities, published recurring prices, and first paid billing date. They may be enabled during launch and are discounted 100% for the first 30 days. During Launch Review, we confirm fit, configuration, and quantities before paid billing begins.
What happens at the end of a committed term?
Your service continues—it does not stop, and you are not rolled into another multi-year commitment. Your subscription moves to month-to-month at our then-current month-to-month pricing, and the term discount tied to your original commitment ends with it. You can sign a new term to receive the current discount, stay month-to-month, or cancel with at least 30 days’ notice. Our Account Management team reaches out before your term ends to walk through your options.
Does every charge receive the term discount?
No. Eligible Subscription Plan charges and eligible monthly options may receive the discount stated in the Order Form. Operating Locations, Text Lines, usage-based charges, carrier and pass-through charges, taxes, Launch Support, and Pro Services remain separately priced unless the Order Form expressly states otherwise.
What is Archive Access?
Archive Access is a Core License maintained after active customer messaging ends. It provides authorized access to historical conversations but includes no active local or toll-free Text Lines and does not permit inbound or outbound customer messaging. Optional capabilities are not included but may remain active and bill separately.
When does the 90-day retention period begin?
It begins when all active services—including Archive Access—terminate, not when cancellation notice is first submitted. During the 90-day period, customers may request a commercially reasonable export of available conversation data. Certain business, consent, opt-out, carrier, and legal records follow separate retention schedules.
Did the Privacy Policy change?
This release primarily updates the Terms & Conditions and introduces a separate Data Retention Policy. Our Privacy Policy remains incorporated into the agreement and continues to govern how personal information is collected, used, and protected.
Review the updated documents
If you have questions about how these updates apply to your account, please contact our team.
Continued use of Captivated after the effective date constitutes acceptance of the updated Terms, subject to any separate signed agreement that applies to your account.