Terms of Service

Effective September 2026 · Drawbridge Automations LLC, doing business as Emberway

Who these terms are between

These terms are an agreement between Drawbridge Automations LLC, doing business as Emberway (“Emberway”, “we”), and the organization that signs up for Emberway (“the organization”). The organization is the only customer. Staff, managers, and reps use Emberway on the organization's behalf.

The service

Emberway is a relationship-engagement platform. It helps organizations organize their records, match people with reps, check in on relationships, track outcomes, and recognize the reps who made them happen.

Team members and reps

Team members join only by invitation from the organization. Each team member accepts a short set of user terms the first time they sign in. The organization is responsible for what its team members do in Emberway, for making sure they follow these terms, and for removing access when someone leaves.

Plans and pricing

Every plan includes the same product. What differs is how many reps, how many active relationships, how many setup hours, and how much AI is included. An active relationship is one assigned to a rep and not closed. Records with no rep assigned are free. An organization chooses a plan. Usage does not move it to a larger one. To move to a smaller plan, current usage has to fit that plan. There are no onboarding fees. Free is $0, for up to 5 reps and 50 active relationships. Team is $119 a month, for up to 20 reps and 500 active relationships. Network is $259 a month, for up to 60 reps and 1,500 active relationships. Coalition is $399 a month, for up to 180 reps and 4,500 active relationships. Unlimited is $0.09 per active relationship: $539 flat through 5,988, then $0.09 each, with no cap on reps or relationships. A month with no active relationships on Unlimited is $0.

Billing, renewal, and cancellation

Plans are billed monthly and renew automatically. An organization can cancel at any time, and the cancellation takes effect at the end of the current month. We don't give refunds for partial months. We will give at least 60 days' notice before any price change.

Beta

Emberway is in beta and is provided as-is. Features may change or be removed while we build it. Beta pricing may change when Emberway becomes generally available, with at least 60 days' notice.

AI usage

Each plan includes a monthly AI allowance: $0 on Free, $20 on Team, $40 on Network, $60 on Coalition, and $80 on Unlimited. That allowance is used first. Past it, the organization can add a prepaid AI balance, billed at cost, with a minimum of $5. An optional auto refill can charge a saved card up to a monthly limit the organization sets. When the allowance and the balance are both used up, or the refill limit is reached, AI actions pause until the organization adds balance or the month resets. We will give at least 60 days' notice before changing allowances.

AI features

AI suggestions — such as matches between people and reps, summaries, and next steps — can be wrong, and we don't guarantee their accuracy or results. Team members should review them before acting on them. The organization owns the prompts and instructions it writes or edits. Customer data is not used to train AI models. Our AI provider is listed in our Privacy Policy.

The organization's data

The organization owns the data it brings into Emberway and everything Emberway creates from it, including AI summaries, the history log, scores, and enrichment such as home values. We use it only to provide the service, as described in our Privacy Policy. We may use aggregated, de-identified usage statistics that don't identify any organization or person to run and improve Emberway.

Leaving Emberway

After an organization cancels, it can export its data as CSV for 30 days. We delete the organization's data within 30 days after that export window closes.

Acceptable use

The organization is responsible for having a lawful basis to collect, upload, and contact the people in its records. Emberway may not be used for spam, harassment, unlawful data collection, or anything that breaks the law. We may suspend access that puts the service or other customers at risk.

Recognition and commissions

Emberway tracks outcomes and calculates the recognition and commissions the organization sets up. Emberway is not a payment processor and is not anyone's employer. The organization reviews, approves, and pays any amounts, and is responsible for taxes and for how it classifies its reps. The organization should review every calculation before approving it. Emberway is not liable for calculation errors the organization didn't catch before approving.

Connected systems

Connecting a CRM, mailbox, or other service is optional and also governed by that service's own terms. Emberway only reads from or writes to connected services as the organization sets up. We aren't responsible for changes written to a connected system or for outages at third-party services. The organization should keep its own backups of connected systems.

Uptime and support

We work to keep Emberway available, but we don't guarantee uptime or offer service credits. We aim to answer support requests within one business day. Emberway's check-ins and follow-ups are tools to help teams — they aren't a guarantee that every relationship will reach an outcome.

Emberway Services

Custom setup, automation, and other hands-on work are Emberway Services. Setup hours are included once, when the organization starts: none on Free, 1 on Team, 2 on Network, 3 on Coalition, and 4 on Unlimited. Those hours are not renewed each month. Work beyond those hours is billed hourly, and each project has its own statement of work. Emberway keeps ownership of what it builds and gives the organization a license to use it for as long as it subscribes. Services are provided as-is, and our liability for a project is limited to the fees paid for that project.

Confidentiality

Each side will keep the other's non-public information confidential and use it only for this agreement.

Legal terms

• Emberway is provided as-is, without warranties of any kind, except as these terms say otherwise.
• Each side's total liability is limited to the fees the organization paid in the 12 months before the claim.
• Each side will defend the other against third-party claims caused by its own breach of these terms or misuse of the service.
• These terms are governed by the laws of the State of Maine. Disputes will be settled by binding arbitration in Maine.
• We will give organizations reasonable notice of material changes to these terms.

Questions

Questions about these terms: barrett@emberway.ai