Welcome to The Coastal Collaborative. These Terms of Service ("Terms") govern your access to and use of the website located at thecoastalcollaborative.com (the "Site"), the customer portal (the "Portal"), and any services, digital products, or offerings sold or delivered through the Site, Portal, or otherwise (collectively, the "Services").
By accessing the Site, registering for the Portal, purchasing Services, communicating with us, or otherwise engaging with The Coastal Collaborative, LLC ("Company," "we," "us," or "our"), you ("Client," "you," or "your") agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the Site, the Portal, or purchase Services.
PLEASE READ SECTION 26 (GOVERNING LAW AND DISPUTE RESOLUTION) CAREFULLY. IT REQUIRES BINDING ARBITRATION, WAIVES YOUR RIGHT TO A JURY TRIAL, AND WAIVES YOUR RIGHT TO PARTICIPATE IN CLASS OR REPRESENTATIVE ACTIONS.
1. About Us
The Coastal Collaborative, LLC is a North Carolina limited liability company located at 322 S College Rd #1159, Wilmington, NC 28403. We provide fractional operations consulting, workflow automation, systems implementation, executive support, AI integration, and related digital products.
2. Eligibility
You must be at least 18 years old, of legal age to form a binding contract in your jurisdiction, and not barred from receiving Services under applicable law. By using the Site or Portal, you represent and warrant that you meet these requirements and that all information you provide is accurate, current, and complete.
3. Acceptance and Modifications to These Terms
We may update these Terms at any time. Material changes will be communicated by posting a new "Last Updated" date on this page, and where appropriate, by email, in-Portal notice, or other reasonable means. Your continued use of the Site, Portal, or Services after changes constitutes acceptance of the revised Terms. If you do not accept the revised Terms, you must stop using the Services.
4. Services Offered
We offer Services that may include, but are not limited to:
- Operations Triage Sprint ($497 flat fee): a 90-minute audit, written Triage Report, one built deliverable, and 30 days of in-Portal messaging access.
- Retainer Services: ongoing fractional operations, automation, and systems support, billed monthly in advance under a separate Services Agreement.
- Digital Products: templates, SOPs, guides, courses, and other downloadable materials sold through the Site or Portal.
- Portal Access: a self-serve customer portal through which clients sign agreements, pay invoices, complete onboarding, access forms and tools, manage communication preferences, and track project progress.
- Strategy, advisory, and AI integration consulting delivered live, async, or through the Portal.
Specific scope, deliverables, fees, and timelines for retainer engagements are governed by a separate Services Agreement executed between you and the Company. In the event of any conflict between these Terms and an executed Services Agreement, the Services Agreement governs as to the specific engagement.
5. The Customer Portal
The Portal is the primary environment through which you engage with the Company. Through the Portal you may:
- Review and electronically sign service agreements via our e-signature provider, Documenso.
- Submit and update payment methods through our payment processor, Stripe.
- Complete onboarding questionnaires and intake forms.
- Access digital deliverables, forms, tools, and project resources.
- View invoices, receipts, and payment history.
- Select and update your communication preferences.
Account Security. You are responsible for keeping your Portal login credentials confidential and for all activity that occurs under your account. Notify us immediately at erin@thecoastalcollaborative.com if you suspect unauthorized access. We are not liable for losses resulting from unauthorized use of your account when you have failed to safeguard your credentials.
Account Suspension. We may suspend or terminate your Portal access for non-payment, violation of these Terms, or conduct we determine, in our reasonable discretion, to be abusive or unsafe.
6. Acceptable Use of the Site, Portal, and Services
You agree not to:
- Use the Services for any unlawful, fraudulent, or harmful purpose.
- Attempt to gain unauthorized access to any portion of the Site, Portal, our infrastructure, or any other user's account.
- Reverse engineer, decompile, scrape, data mine, or otherwise attempt to extract source code or proprietary data from the Site, Portal, or any deliverable.
- Upload, transmit, or distribute viruses, malware, spam, or any harmful code.
- Use the Services to harass, defame, or harm any person or to violate the rights of any third party.
- Resell, sublicense, or commercially exploit access to the Portal, deliverables, or digital products.
- Misrepresent your identity, your authority to bind an organization, or the source of any communication.
Violation of this Section is grounds for immediate suspension or termination without refund, and may give rise to civil or criminal liability.
7. Electronic Signatures and Contracts
By using the Portal to sign service agreements through Documenso or similar e-signature tools, you agree that:
- Electronic signatures have the same legal effect as handwritten signatures under the federal Electronic Signatures in Global and National Commerce Act ("E-SIGN Act"), the Uniform Electronic Transactions Act ("UETA"), and other applicable law.
- You consent to receive contracts, disclosures, notices, and related records electronically.
- You are responsible for downloading and retaining a copy of any agreement you sign. We may make copies available through the Portal but are not obligated to maintain perpetual access.
- The minimum system requirements for electronic delivery are a modern web browser, an internet connection, and a working email address. If you cannot meet these requirements, contact us before signing.
You may withdraw consent to electronic delivery at any time by contacting us, though doing so may limit your ability to engage Services through the Portal.
8. Purchases and Payment
Payment Processing. All payments are processed through Stripe, Inc. ("Stripe"). By submitting payment, you agree to Stripe's terms of service and authorize the charge to your selected payment method. We do not store full payment card numbers on our systems.
Pricing. All prices are listed in US dollars and are exclusive of any applicable taxes, duties, or third-party fees unless otherwise stated. You are responsible for any sales tax, VAT, GST, or similar tax assessed on your purchase. We reserve the right to change pricing at any time, but changes will not affect orders already placed.
Recurring Charges and Auto-Renewal. Retainer Services and other subscription offerings are billed on a recurring monthly basis unless otherwise agreed. By enrolling, you authorize us to charge your payment method automatically each billing cycle until you cancel in accordance with your Services Agreement. You may update or cancel your payment method through the Portal or by contacting us.
Failed Payments and Late Fees. If a payment fails, is reversed, or is more than five (5) business days past due, we reserve the right to pause Services and Portal access, charge a late fee of $25, and pursue collection of all amounts owed plus reasonable attorneys' fees.
Disputed Charges. If you believe a charge is incorrect, you must contact us in writing within 30 days of the charge date. Failure to do so waives your right to dispute the charge.
9. Agentic Commerce and Authorized Agents
You may use an authorized third-party agent, including AI-powered shopping or purchasing agents (an "Authorized Agent"), to initiate a purchase on your behalf through Stripe's agentic commerce protocol or comparable technology.
When you authorize an Authorized Agent to act on your behalf, you agree that:
- You are the responsible party for the purchase and remain bound by these Terms.
- You have granted the Authorized Agent the authority to provide your payment information, accept these Terms, and complete the transaction.
- We may rely on the Authorized Agent's representations as if made directly by you.
- You are responsible for reviewing any order summary or confirmation provided to you and for notifying us promptly of any unauthorized transactions.
We are not responsible for errors, miscommunications, or unauthorized actions taken by an Authorized Agent you have granted access to your payment credentials or accounts.
10. Communications and Communication Preferences
During onboarding, you will be asked to select your preferred communication channels. Available channels include:
- Email (sent to the address on file)
- Slack Connect (a shared channel between your Slack workspace and ours)
- SMS Text Messaging (sent through our SMS provider, Twilio, to a US mobile number you provide)
- Voice and video calls (scheduled through Calendly, conducted by phone, Zoom, Google Meet, or similar)
You may update your communication preferences at any time inside the Portal or by contacting erin@thecoastalcollaborative.com.
Regardless of marketing or update preferences, we may still send you transactional communications related to your account, payments, contracts, scheduled meetings, security, or active engagements through one or more of these channels. Transactional messages are not subject to opt-out under the CAN-SPAM Act or comparable law.
11. Email Communications and CAN-SPAM Compliance
We comply with the federal CAN-SPAM Act. Every marketing email we send includes our physical mailing address and a working unsubscribe link. We honor opt-out requests within ten (10) business days. You can also opt out of marketing emails by updating your preferences inside the Portal or by replying to any marketing email with "unsubscribe."
You agree that providing an email address constitutes consent to receive transactional emails related to your account, purchases, and active engagements, and that such transactional emails are not subject to opt-out.
12. SMS Text Messaging Terms
By providing a mobile phone number and opting in to SMS messaging through the Portal or another consent form, you expressly consent to receive text messages from The Coastal Collaborative, LLC sent through our SMS provider, Twilio, Inc.
Types of messages. Messages may include project updates, appointment reminders, contract status notifications, payment reminders, onboarding prompts, and (only if you opt in separately) marketing or promotional content.
Message frequency. Message frequency varies based on your account activity and selected preferences. You typically should not expect more than a few messages per week.
Message and data rates may apply. Standard message and data rates from your wireless carrier may apply to each message sent or received. We are not responsible for any such charges.
Opt-out. You can opt out at any time by replying STOP, END, CANCEL, UNSUBSCRIBE, or QUIT to any message we send. You will receive a one-time confirmation message, after which no further messages will be sent. You can also update your communication preferences inside the Portal.
Help. Reply HELP for assistance, or contact us at erin@thecoastalcollaborative.com.
Carriers. SMS service is available on most major US carriers. Carriers are not liable for delayed or undelivered messages.
Privacy. Mobile phone numbers and SMS consent data are never shared with third parties or affiliates for their marketing purposes. SMS opt-in is collected and used solely to deliver the messages you have agreed to receive. See our Privacy Policy for details.
Eligibility. SMS messaging is available to US mobile numbers only. By opting in you confirm you are the account holder (or have authority to consent) for the mobile number provided and are at least 18 years old.
13. Telephone Communications and TCPA Consent
By providing your telephone number through the Site, Portal, scheduling tools, or any other means, you expressly consent to receive calls and text messages from us (or from third parties acting on our behalf) at that number using an automatic telephone dialing system or an artificial or prerecorded voice, for purposes related to your account, your inquiries, and (only if you have opted in separately) marketing.
You acknowledge that consent to receive marketing calls or texts is not a condition of purchasing any Service. You may revoke consent at any time using the opt-out methods described in Section 12 (for SMS) or by replying to any voicemail or call with a clear revocation request.
14. Recording and Call Consent
Calls, meetings, and video conferences with us (including those conducted via Zoom, Google Meet, or other platforms) may be recorded and transcribed for note-taking, accuracy, accountability, training, and AI-assisted summarization purposes, using tools such as Granola or comparable services.
By scheduling, joining, or participating in a call or meeting with us, you consent to being recorded and transcribed. If you do not consent, you must notify us in writing before the meeting begins so we can disable recording. If you reside or join the call from a "two-party consent" jurisdiction (including California, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, or Washington), this disclosure satisfies the disclosure requirement for that jurisdiction.
Recordings, transcripts, and any derived notes are confidential client records and are stored and used in accordance with our Privacy Policy.
15. Refund Policy
All sales are final. Due to the time-bound, service-based, and digital nature of our offerings, all payments are non-refundable, including but not limited to:
- The Operations Triage Sprint
- Monthly retainer fees, in whole or in part, including for unused hours
- Digital product downloads once access has been granted
- Initial deposits for project-based work
- Strategy sessions, audits, or any consultation, once scheduled or delivered
If you believe a charge was made in error, contact us at erin@thecoastalcollaborative.com within seven (7) days of the charge and we will review the request in good faith. Approval of any refund is at our sole discretion.
Initiating a chargeback or payment dispute with your bank or card issuer without first contacting us and allowing thirty (30) days for resolution is a material breach of these Terms and may result in termination of your account and pursuit of all amounts owed, plus reasonable collection costs and attorneys' fees.
16. Client Responsibilities
To get value from the Services, you agree to:
- Provide accurate, complete, and lawful information about your business, systems, goals, and any data you share with us.
- Keep your Portal login credentials, payment information, and contact details current.
- Respond to requests for information, access, or feedback in a reasonable timeframe.
- Grant any necessary tool access, credentials, or permissions required to complete the Services, and warrant that you have the legal right to grant such access.
- Comply with all applicable laws, including export controls, anti-bribery, anti-money-laundering, data protection, and tax laws.
- Use the Services, Portal, and any deliverables for lawful purposes only.
Delays caused by missing information, delayed responses, or inaccessible tools are your responsibility and do not entitle you to a refund or credit. You represent that any third-party data you provide to us (including data about your customers, employees, or contractors) has been collected and shared with us in compliance with applicable privacy law.
17. AI-Generated and AI-Assisted Work Product
We use artificial intelligence and machine learning tools (including but not limited to large language models, transcription services, and AI-assisted automation builders) in the course of delivering the Services. By engaging us you acknowledge and agree that:
- Some deliverables may be drafted, summarized, or generated with the assistance of AI tools.
- AI-generated output may contain errors, hallucinations, or omissions. You are responsible for reviewing all deliverables before relying on them for business, legal, financial, medical, or other consequential decisions.
- You should not share with us any information you would not be comfortable having processed by reputable third-party AI providers. If you require a fully air-gapped or AI-free workflow, you must notify us in writing before the engagement begins.
- We do not guarantee that any specific deliverable is or is not AI-generated unless we expressly state so in writing.
- Copyright and ownership of AI-assisted deliverables is governed by Section 18 below, subject to any limitations imposed by applicable law on AI-generated content.
18. Intellectual Property
Our IP. All content on the Site, the Portal, and within our deliverables, including text, graphics, logos, brand elements, frameworks, methodologies, templates, workflows, prompts, automations, and software, is owned by or licensed to The Coastal Collaborative, LLC and is protected by copyright, trademark, trade secret, and other intellectual property laws. You may not copy, reproduce, distribute, modify, or create derivative works without our prior written permission.
Your Deliverables. Upon full payment, final work product created specifically for you (custom documents, SOPs, automations, etc.) becomes your property. We retain ownership of any pre-existing frameworks, templates, methodologies, prompts, tools, code libraries, or know-how used or adapted in delivering the Services, and you receive a non-exclusive, perpetual, royalty-free license to use that pre-existing material as embedded in your deliverables.
Digital Products. Purchase of a digital product grants you a non-exclusive, non-transferable, non-sublicensable license to use the product for your own business. You may not resell, redistribute, share, or use the product to compete with us or to train any AI system.
Your Content. You retain ownership of all content, data, and materials you provide to us. You grant us a non-exclusive, royalty-free license to use such content as needed to deliver the Services.
19. Portfolio and Promotional Rights
Unless you opt out in writing at the start of the engagement, you grant us the right to: (a) identify you as a client by name and logo on our website, decks, proposals, and marketing materials; (b) describe the general nature of the work performed; and (c) use anonymized, aggregated outcomes or before-and-after data in case studies. We will not disclose your confidential information, financial details, or trade secrets without your written consent.
20. Confidentiality
We treat all non-public client information, business strategies, financial data, customer data, credentials, and other proprietary information ("Confidential Information") as confidential and will not disclose it to third parties except (a) to subcontractors and service providers bound by confidentiality obligations no less protective than these; (b) as required by law, subpoena, or court order; or (c) with your written consent.
Confidential Information does not include information that: is or becomes publicly available through no fault of ours; was already in our possession before disclosure; is independently developed by us without reference to your Confidential Information; or is rightfully received from a third party without confidentiality obligations.
Our confidentiality obligations survive termination of these Terms for a period of two (2) years, except that obligations regarding trade secrets survive for as long as the information remains a trade secret under applicable law.
21. Independent Contractor Status
The Company is an independent contractor. Nothing in these Terms creates an employer-employee, partnership, joint venture, franchise, or agency relationship between you and us. Neither party has authority to bind the other or to incur obligations on the other's behalf. We are solely responsible for our own taxes, insurance, and benefits.
22. Disclaimers
THE SITE, PORTAL, SERVICES, AND DIGITAL PRODUCTS ARE PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, OR ANY WARRANTY ARISING OUT OF COURSE OF DEALING OR USAGE OF TRADE.
We do not guarantee specific business outcomes, revenue results, time savings, message deliverability, AI accuracy, third-party tool availability, or any other measurable result from the use of our Services, Portal, deliverables, or digital products. Results depend on factors outside our control, including your implementation, market conditions, carrier behavior, third-party platform changes, and the accuracy of information you provide.
Nothing we provide constitutes legal, tax, accounting, financial, medical, or other professional advice. You should consult qualified professionals for those matters.
23. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE COASTAL COLLABORATIVE, LLC, ITS OWNERS, EMPLOYEES, CONTRACTORS, AND AGENTS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST DATA, LOST OPPORTUNITY, UNDELIVERED MESSAGES, REPUTATIONAL HARM, OR BUSINESS INTERRUPTION, ARISING FROM OR RELATED TO YOUR USE OF THE SITE, THE PORTAL, THE SERVICES, OR ANY DIGITAL PRODUCTS, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
OUR TOTAL CUMULATIVE LIABILITY FOR ANY CLAIM ARISING UNDER OR RELATED TO THESE TERMS SHALL NOT EXCEED THE GREATER OF (A) THE TOTAL AMOUNT PAID BY YOU TO THE COMPANY IN THE THREE (3) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED DOLLARS ($100).
Some jurisdictions do not allow the exclusion or limitation of certain damages. In those jurisdictions, our liability is limited to the maximum extent permitted by law.
24. Indemnification
You agree to indemnify, defend, and hold harmless The Coastal Collaborative, LLC and its owners, employees, contractors, and agents from and against any and all claims, damages, losses, liabilities, judgments, settlements, costs, and expenses (including reasonable attorneys' fees) arising from or related to: (a) your use of the Site, Portal, or Services; (b) your violation of these Terms; (c) your violation of any law or any rights of a third party (including intellectual property and privacy rights); (d) any content, data, or credentials you provide to us; (e) your engagement of any Authorized Agent; or (f) any deliverable used by you in a manner inconsistent with our written guidance.
25. Termination
We reserve the right to suspend or terminate your access to the Site, the Portal, or Services at any time, with or without notice, for any reason, including violation of these Terms or conduct we deem abusive, unethical, or otherwise incompatible with our work.
You may stop using the Services at any time. For retainer engagements, termination is governed by the separate Services Agreement. Upon termination, all unpaid amounts become immediately due, and Sections 14 through 36 of these Terms survive.
26. Governing Law, Arbitration, and Class Action Waiver
Governing Law. These Terms are governed by the laws of the State of North Carolina, without regard to conflict-of-laws principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.
Informal Resolution. Any dispute arising under or related to these Terms shall first be addressed through good-faith informal negotiation between the parties for at least thirty (30) days before any formal proceeding is initiated.
Binding Arbitration. If the dispute remains unresolved, it shall be submitted to binding arbitration administered in New Hanover County, North Carolina, under the Commercial Arbitration Rules of the American Arbitration Association ("AAA"). The arbitrator's decision shall be final and enforceable in any court of competent jurisdiction. Each party shall bear its own costs and attorneys' fees unless otherwise awarded by the arbitrator.
JURY TRIAL WAIVER. THE PARTIES KNOWINGLY AND VOLUNTARILY WAIVE ANY RIGHT TO TRIAL BY JURY IN ANY ACTION OR PROCEEDING ARISING UNDER OR RELATED TO THESE TERMS.
CLASS ACTION WAIVER. THE PARTIES AGREE THAT EACH PARTY MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, OR REPRESENTATIVE ACTION OR PROCEEDING. THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON'S CLAIMS AND MAY NOT PRESIDE OVER ANY FORM OF REPRESENTATIVE OR CLASS PROCEEDING.
Injunctive Relief. Notwithstanding the above, either party may seek injunctive or equitable relief in the state or federal courts of New Hanover County, North Carolina, to protect intellectual property rights or confidential information.
Time Limit. Any claim must be filed within one (1) year after the cause of action arose, or it is permanently barred.
27. Survival
Sections 7 (Electronic Signatures), 14 (Recording and Call Consent), 15 (Refund Policy), 18 (Intellectual Property), 19 (Portfolio and Promotional Rights), 20 (Confidentiality), 22 (Disclaimers), 23 (Limitation of Liability), 24 (Indemnification), 26 (Governing Law, Arbitration, and Class Action Waiver), 27 (Survival), and any other section that by its nature should survive, will survive termination of these Terms.
28. Force Majeure
We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including acts of God, war, terrorism, civil unrest, pandemic, government action, natural disaster, internet or telecommunications failure, third-party service outage, hardware failure, or labor disruption.
29. Assignment
You may not assign or transfer these Terms or any rights or obligations under them without our prior written consent. We may assign these Terms in connection with a merger, acquisition, sale of substantially all of our assets, or by operation of law. Any prohibited assignment is void.
30. No Waiver
Our failure to enforce any provision of these Terms is not a waiver of that provision or of any other provision. No waiver is effective unless in writing and signed by us.
31. Severability
If any provision of these Terms is found to be unenforceable, that provision shall be enforced to the maximum extent permitted by law, and the remaining provisions shall remain in full force and effect.
32. Notices
Legal notices to us must be sent in writing to The Coastal Collaborative, LLC, 322 S College Rd #1159, Wilmington, NC 28403, with a copy by email to erin@thecoastalcollaborative.com. Notices to you may be delivered by email to the address associated with your account, by Portal notification, or by US mail to the most recent address you have provided. Notices are deemed received when delivered (or, for email, when sent absent a bounce-back).
33. Accessibility
We strive to make the Site and Portal accessible to all users and to follow the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA where reasonably practicable. If you encounter any accessibility barriers, please contact us at erin@thecoastalcollaborative.com and we will work to address the issue.
34. DMCA / Copyright Infringement
If you believe content on the Site or Portal infringes your copyright, send a written notice to erin@thecoastalcollaborative.com including: (a) your physical or electronic signature; (b) identification of the copyrighted work claimed to be infringed; (c) identification of the allegedly infringing material with sufficient detail to locate it; (d) your contact information; (e) a statement of good-faith belief that the use is not authorized; and (f) a statement under penalty of perjury that the information is accurate and that you are authorized to act on behalf of the copyright owner.
35. Third-Party Services
The Site and Portal rely on third-party services including:
- Stripe (payment processing and agentic commerce)
- Twilio (SMS messaging delivery)
- Documenso (electronic signature and contract management)
- Slack and Slack Connect (client communication)
- Kit (formerly ConvertKit) (email marketing)
- Calendly (scheduling)
- Zoom, Google Meet, and Granola (video conferencing, recording, and transcripts)
- Meta Pixel and Google Analytics (analytics and advertising)
- Asana (project management)
- Toggl (time tracking)
- Large language model providers used in AI-assisted delivery
We are not responsible for the practices, policies, content, availability, or actions of these third parties. Your use of those services is governed by their respective terms.
36. Entire Agreement
These Terms, together with any executed Services Agreement, our Privacy Policy, and any other written agreement signed by both parties, constitute the entire agreement between you and The Coastal Collaborative, LLC regarding the subject matter and supersede all prior agreements, proposals, or understandings, whether written or oral. Headings are for convenience only and do not affect interpretation.
37. Contact
Questions about these Terms? Reach out:
The Coastal Collaborative, LLC
322 S College Rd #1159
Wilmington, NC 28403
erin@thecoastalcollaborative.com