Master Subscription Agreement FAQ

The Master Subscription Agreement (MSA) is the contract that governs your use of NorthernPlus. You are buying a subscription to a cloud-hosted platform that captures, qualifies, and follows up on leads through smart intake forms, AI lead scoring, routing, and automated voice, SMS, and email follow-up (KATE), with document collection and export into your systems of record. The specifics of your subscription (plan, seats, price, and term) live in your Order Form, which incorporates the MSA by reference.

NorthernPlus is priced per seat, billed in advance on the cadence stated in your Order Form (for many customers, monthly). You can add seats as your team grows at the same per-seat rate. We can change pricing for a renewal term, or on a prospective basis for month-to-month subscriptions, with at least thirty days' notice. See Section 3 of the MSA.

It depends on your Order Form. Our standard offering is month-to-month: either party can cancel effective at the end of the current billing month by giving notice before the next billing date, with no long-term commitment. If your Order Form instead states a fixed term or auto-renewal, those terms control. See Section 4 of the MSA.

Except where this Agreement or the law says otherwise, fees are non-refundable and payment obligations are non-cancelable. For month-to-month subscriptions, cancelling stops future charges rather than refunding the current month. If we terminate for our own uncured breach of the limited warranty, we refund prepaid, unused fees for the affected term.

You do. As between you and NorthernPlus, you own and control all Customer Data, including your intake submissions, records, and contact lists. You grant us a limited license to host and process that data only to provide, secure, and support the Service. See Sections 8 and 12 of the MSA.

Yes. Unlike tools that avoid sensitive information, NorthernPlus is built for intake data that is sensitive by nature, including contact details, financial information, documents, and, depending on your practice, health or other special-category information. We hold this data to a higher bar and describe our safeguards on our Security page and in our Privacy Policy and Data Processing Addendum.

Yes. Our Data Processing Addendum (DPA) applies to all customers and governs how we process personal data. Where your use involves protected health information subject to HIPAA, a Business Associate Agreement (BAA) is available for eligible engagements as described in your Order Form (for example, on the Advanced tier). See Section 8 of the MSA.

No identifiable Customer Data is used to train AI models for the benefit of other customers. We may use de-identified and aggregated data, usage data, and your feedback to operate, secure, and improve the Service and its models, including KATE. See Sections 10 and 12 of the MSA.

KATE's scores and conversations are powerful, but AI output is probabilistic and can be incomplete or inaccurate, so it is meant to support human judgment, not replace it. You are responsible for reviewing AI output and for the decisions you make using it, and you should not rely on it as the sole basis for a decision that legally affects an individual where the law requires human review or specific notices. NorthernPlus is a tool provider and does not give legal, financial, or other professional advice. See Section 10 of the MSA.

You are. Because you decide who is contacted and what the calls, texts, and emails say, you are the sender and caller, and you are responsible for having the required consents and for complying with laws like the TCPA, the CAN-SPAM Act, Do-Not-Call and telemarketing rules, call-recording consent (including two-party-consent states), and messaging registration requirements such as 10DLC. We provide tools that help (consent capture, do-not-contact suppression, quiet hours, opt-out handling), but those tools are not legal advice. See Section 7 of the MSA.

We use administrative, physical, and technical safeguards including encryption in transit and at rest, least-privilege access controls, and tenant isolation, as described on our Security page and in our DPA. Data is hosted primarily in the United States by default. If a personal data breach affects your data, we notify you without undue delay in accordance with the DPA and applicable law.

For thirty days after termination, you can export your Customer Data using the available tools. After that window, we may delete it from active systems in line with our Privacy Policy and DPA. See Section 4 of the MSA.

Yes, for intellectual property. NorthernPlus will defend you against a third-party claim that the Service infringes that party's US intellectual property rights, subject to standard exclusions (for example, claims arising from your data, misuse, modifications, or combinations with other products). In turn, you indemnify NorthernPlus for claims arising from your data, your communications and consent practices, decisions you make using AI output, and your misuse of the Service. See Section 14 of the MSA.

Yes. Neither party is liable for indirect or consequential damages, and each party's total liability is generally capped at the fees paid in the twelve months before the claim, with a higher 2x cap for breaches of confidentiality or of our data-security and privacy obligations. Some items sit outside the cap, including your payment obligations, either party's indemnification obligations, your breach of the acceptable-use or communications and consent sections, and gross negligence, willful misconduct, or fraud. See Section 15 of the MSA.

From time to time we offer free trials or pre-release beta features. These are provided "as is," without warranty or support commitments, and our liability for them is limited. Anything beta can change or be withdrawn at any time and is not part of the warranted Service. See Section 5 of the MSA.

We can update the MSA from time to time. For material changes, we notify you by email or in-product notice and update the "Last updated" date; changes take effect on renewal or thirty days after notice, whichever is sooner for month-to-month subscriptions. If you have a separately negotiated written agreement, changes to it require a signed writing. See Section 16 of the MSA.

The MSA is governed by Delaware law, with exclusive venue in the state and federal courts in New Castle County, Delaware. See Section 16 of the MSA.