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Terms of Service

Maive, Inc. Last Updated: July 29, 2026

These Terms of Service ("Terms") govern access to and use of Ladder, the mobile application and related services provided by Maive, Inc. ("Maive," "we," or "us"). Ladder is a product of Maive, Inc.; during our rebrand you may see both the "Ladder" and "Maive" names in the app and in our materials, and these Terms cover the product under either name (together with any related websites and services, the "Service").

1. Who These Terms Cover

  • "Customer" is the company that has purchased access to the Service — typically a home-services business whose sales team uses Ladder.
  • "Authorized Users" are the individuals (typically the Customer's sales representatives) to whom the Customer provides accounts. Ladder is invite-only: there is no self-serve signup, and every account is provisioned by or for a Customer.

If the Customer has signed a separate written agreement with Maive (such as a master services agreement or order form) covering the Service, that agreement controls over these Terms wherever they conflict. By accessing or using the Service, the Customer agrees to these Terms, and each Authorized User agrees to the sections that apply to their individual use (including Sections 4, 6, 7, and 8). If you accept these Terms on behalf of a company, you represent that you have authority to bind that company.

2. The Service

Ladder lets sales representatives record their in-person sales conversations, and provides transcription of those recordings and AI-generated grading and coaching feedback based on the transcripts. Recordings are stored encrypted; our Privacy Policy describes the full data lifecycle, including the categories of third-party providers we use.

3. Accounts

  • Accounts are created by or on behalf of the Customer. The Customer is responsible for who it provisions and for its Authorized Users' use of the Service.
  • Authorized Users must keep their credentials confidential and must notify us at hey@maive.ai of any suspected unauthorized access.
  • An Authorized User may delete their account at any time from within the app (Profile → Delete account). Deleting an account permanently removes the user's name, email address, and credentials. Conversation recordings, transcripts, and grades are business records of the Customer and remain with the Customer, as described in Section 5 and in our Privacy Policy.

4. Recording and Consent

The Service includes tools for recording live, in-person conversations. The Customer acknowledges and agrees that:

  • Laws in many jurisdictions — including state wiretapping and eavesdropping laws, some of which require the consent of all parties — restrict recording conversations without the consent of the people being recorded.
  • Recordings are initiated by the Customer's personnel in the field. Maive is not present when recordings are made and does not and cannot verify that consent was obtained for any particular recording. Maive relies entirely on the Customer's compliance with this Section.
  • The Customer is solely responsible for using the Service lawfully: adopting appropriate recording policies, training its Authorized Users to inform participants and obtain all legally required consents before recording, and providing any notices required in the employment relationship with its own personnel.

The Customer represents and warrants that (a) its Authorized Users will be trained to obtain any required consents before recording; (b) it has all rights, authorizations, and consents necessary to provide Customer Content (defined below) to Maive; and (c) Maive's processing of Customer Content as described in these Terms and the Privacy Policy will not violate applicable law or any third party's rights. Maive may suspend the Service immediately if it reasonably believes the Customer is violating this Section or if it receives complaints or regulatory inquiries relating to the Customer's recordings.

5. Customer Content

"Customer Content" means the data and materials provided to the Service by or on behalf of the Customer and its Authorized Users, including voice recordings, the transcripts and AI-generated grades and coaching derived from them, and related business data.

  • Ownership. The Customer owns Customer Content. Recordings, transcripts, and grades are the Customer's business records, including after the Authorized User who made them deletes their account or leaves the Customer's employment.
  • License to Maive. The Customer grants Maive the right to use Customer Content to provide, maintain, support, and improve the Service — including hosting, storing, transcribing, processing, analyzing, and displaying Customer Content, developing and improving the Service's AI features, and processing through the categories of third-party providers described in our Privacy Policy.
  • De-identified data. Maive may create and retain de-identified and aggregated data derived from Customer Content — data that no longer identifies the Customer, its Authorized Users, or any recorded person — and may use it to improve the Service, including after the underlying Customer Content is deleted.
  • Export. Upon written request within thirty (30) days after termination or expiration, Maive will make the Customer's recordings and transcripts available for export. After that period, Maive may delete Customer Content.

6. AI-Generated Output

Transcripts, grades, and coaching feedback are generated by automated speech-recognition and AI systems. They may contain errors or mischaracterizations, and they are not legal, financial, employment, or other professional advice. The Customer is responsible for how it uses AI-generated output — including any decisions about its personnel — and should review output before relying on it.

7. Acceptable Use

The Customer and its Authorized Users agree not to:

  • use the Service to violate any law, including recording-consent laws (see Section 4);
  • record conversations other than the Customer's own business conversations conducted through its personnel;
  • share accounts, or resell or sublicense access to the Service;
  • attempt to gain unauthorized access to the Service or its systems, or interfere with other customers' use;
  • reverse engineer, decompile, or attempt to extract the source code of the Service; or
  • access the Service in order to build a competing product or for benchmarking against a competing product.

8. Intellectual Property; Feedback

Maive and its licensors own the Service, including its software, models, designs, and trademarks. These Terms grant no rights in the Service other than the right to use it as described here. If the Customer or an Authorized User provides feedback or suggestions about the Service, Maive may use that feedback without restriction or obligation.

9. Fees

The Service is sold to businesses under a separate order form or services agreement, which governs fees, billing, and renewal. There are no purchases, subscriptions, or payments inside the Ladder app, and Authorized Users are never billed individually for it.

10. Confidentiality

Each party will protect the other's non-public information received in connection with the Service with reasonable care, use it only as needed to perform under these Terms, and not disclose it to third parties except to employees, contractors, and service providers who need it and are bound by comparable obligations, or as required by law. Customer Content is the Customer's confidential information.

11. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE FULLEST EXTENT PERMITTED BY LAW, MAIVE DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. MAIVE DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE, THAT TRANSCRIPTS OR AI OUTPUT WILL BE ACCURATE, OR THAT THE CUSTOMER'S USE OF THE SERVICE — INCLUDING ITS RECORDING PRACTICES — COMPLIES WITH LAW IN ANY PARTICULAR JURISDICTION.

12. Indemnification

  • By Maive. Maive will defend and indemnify the Customer against third-party claims alleging that the Service itself (excluding Customer Content) infringes a third party's intellectual property rights.
  • By the Customer. The Customer will defend and indemnify Maive and its officers, directors, and employees against third-party claims arising out of (a) Customer Content; (b) the Customer's or its Authorized Users' failure to obtain consents or otherwise comply with recording laws as required by Section 4, including claims brought by recorded individuals; or (c) the Customer's violation of these Terms.

13. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, DATA, OR GOODWILL. EXCEPT FOR THE CUSTOMER'S INDEMNIFICATION OBLIGATIONS UNDER SECTION 12 AND ITS BREACH OF SECTION 4, EACH PARTY'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE FEES PAID OR PAYABLE BY THE CUSTOMER TO MAIVE IN THE TWELVE (12) MONTHS BEFORE THE CLAIM.

14. Term, Suspension, and Termination

  • The term of the Customer's subscription is set in its order form or services agreement with Maive.
  • Either party may terminate for a material breach that remains uncured thirty (30) days after written notice.
  • Maive may suspend access as described in Section 4, or where reasonably necessary to protect the Service or comply with law.
  • Upon termination, the Customer's and its Authorized Users' access ends, and the export window in Section 5 applies. Sections that by their nature should survive (including Sections 5, 8, and 10 through 15) survive termination.

15. Governing Law and Disputes

These Terms are governed by the laws of the State of California, without regard to conflict-of-law principles. Any dispute arising out of or relating to these Terms or the Service that the parties cannot resolve informally within thirty (30) days will be resolved by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, conducted in English in California. Each party waives the right to a jury trial and to participate in a class action. Either party may seek injunctive relief in a court of competent jurisdiction to protect its intellectual property or confidential information.

16. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will post the updated Terms on this page, update the "Last Updated" date, and give Customers reasonable advance notice. Continued use of the Service after the effective date of an update constitutes acceptance, except that updates will not materially reduce a Customer's rights under a signed agreement during its current term.

17. General

These Terms, together with the Privacy Policy and any signed agreement between Maive and the Customer, are the entire agreement about the Service. If any provision is unenforceable, the rest remain in effect. Failure to enforce a provision is not a waiver. The Customer may not assign these Terms without Maive's written consent, except to a successor in a merger or sale of substantially all assets; Maive may assign these Terms to a successor in interest.

18. Contact

Maive, Inc. hey@maive.ai