Service terms: Full Service and Managed Recovery

Full Service is a monthly or yearly plan that includes Premium software plus two people working for your business: a caller (outreach, follow-ups and agreement coordination) and a recovery specialist (signed-case work through payout).

• Shared ($2,199 a month): each person works up to 20 hours a week on your account and also serves other customers.
• Dedicated ($3,999 a month): each person works up to 40 hours a week, assigned to your account.

Managed Recovery is a one-time fee for one signed case ($250 Shared Support, $400 Assigned Specialist), for companies on an active Pro or Premium plan. A recovery specialist gathers documents, prepares the claim, coordinates the filing you authorize and follows up with the county, court, attorney and claimant until the case closes.

The standard scope is the work shown on our pricing page. Work well beyond it (for example probate, heirship research across many relatives, or a contested claim) is quoted first and done only with your written approval. Calls, texts, filing and court fees, certified copies, notary, postage and attorney fees are not included and are paid by you.

For Managed Recovery, Shared Support uses a supervised team that may rotate specialists. Assigned Specialist gives your case a named primary owner with backup. Both may serve other customers; neither purchases exclusive staffing or reserved weekly hours. Before paying, your authorized business representative signs the case-specific Managed Recovery Service Agreement, which controls conflicting service terms for that case. Changing the case, selected service, price, or agreement requires a new signature.

Standard-scope case work is covered by the case fee. Additional specialist work is $7/hour only after written approval of the task, hours estimate, and maximum dollar amount. Actual time is itemized; unused hours and correction of our own errors are not charged. Work pauses at the cap until you approve more. This is a customer service rate, not the specialist’s wage. Signing or adding funds does not authorize an extra-hours charge.

• Hours are a weekly allowance for business days (Monday to Friday, excluding US federal holidays). Unused hours do not carry over and are not refunded.
• We hire, train, schedule and pay the people who work on your account. They are our employees or contractors, not yours. We may change who is assigned, and we cover absences where we reasonably can.
• Full Service starts with onboarding within 5 business days after your first payment. Managed Recovery starts with a case review within 5 business days after the case fee is paid.
• Schedules, call volume and how many active cases we carry at once are agreed during onboarding.

Our people act only on your behalf and at your direction, for the tasks in these terms. The claimant’s agreement is between the claimant and you. We do not become a party to it, we do not sign it for anyone, and we do not take on the claimant as our own client.

You confirm, and keep true for as long as we work for you, that:

• your business holds every license, registration, certification and bond that each state requires for the work you ask us to do there (for example finder, locator, private investigator, telemarketer or claimant representative registrations), and you will tell us right away if one lapses or is refused;
• your agreement templates, fee percentages, scripts and disclosures are lawful in each state where you use them, including fee caps, waiting periods, required wording and cancellation rights;
• you have your own National Do Not Call Registry subscription and an approved texting registration where calls or texts need them.

Before we start, you tell us which states and counties we may work in. We may ask for copies of your licenses or registrations. We do not check whether your agreements or fees are lawful, and our Golden Rules are not legal advice.

• They use your SurplusNorth account, your phone numbers, your scripts and your agreement templates, and they identify themselves as working for your business. Everything they do is recorded in your account and audit log.
• They follow calling hours, Do Not Call and opt-out requests, and recording-notice rules. They never pretend to be a government office, court or attorney, never pressure or mislead anyone, never sign or submit anything for a claimant, and never give legal advice.
• We may refuse or stop any task that we reasonably believe is unlawful, unsafe or outside these terms, including work in a state where you are not licensed, an agreement with a fee above a state’s cap, or contact with someone who asked not to be contacted. We tell you why, and the plan or case fee is not reduced for this.
• Where a state or court requires an attorney (for example to file, appear or handle a contested claim), you hire and pay the attorney. We can coordinate with them.

• Keep your plan active and your usage balance funded; calls and texts stop when it is empty.
• Approve scripts and agreement templates before we use them, and answer our questions and approval requests within 2 business days. Deadlines missed because we were waiting on you are not our responsibility.
• Pay filing, court, certified-copy, notary, postage and attorney costs when they are due, or approve them in advance.
• Give us accurate information about each case and claimant.

Surploom LLC never receives, holds or moves claimants’ funds. Surplus is paid by the county or court to the claimant, or to an attorney trust account or other payee the law and your agreement allow. You bill and collect your own fee from the claimant.

Our only charge is the plan fee or the case fee (plus any extra work you approved in writing). We never take a percentage of a recovery, and there is no extra fee when a case pays out.

We do not promise any number of calls answered, agreements signed, claims filed or paid, payout amounts or timing. Counties, courts, claimants, other claimants and deadlines are outside our control. Examples on our pricing page (such as two recoveries a month) are illustrations, not promises.

• We never use your claimants, agreements or notes for ourselves or for another customer, and we never steer a claimant away from you.
• Leads come from a shared pool, so another customer may also contact the same claimant. A shared caller does not work the same claimant for two customers at once: once the claimant is in your pipeline with us, we do not work them for anyone else while you are pursuing them.
• Our people are bound by written confidentiality agreements. Your information is handled as our privacy policy and terms of service describe.
• You agree not to hire, or engage outside these services, anyone who worked on your account for us, while we work for you and for 12 months after, without our written consent.

Notes, call and text history, documents and claim packets our people create are yours and stay in your SurplusNorth account, including after the service ends.

• Full Service monthly: cancel any time in Settings, Plan. Work continues until the end of the month you paid for, then stops; you are not charged again. Full Service yearly is paid for 12 months upfront and is not refunded for unused months.
• Managed Recovery: the case fee is refunded in full if you cancel before we start work on the case, or if we decline the case at review. After work starts it is not refundable. The fee covers the case until it closes: paid, denied, withdrawn, cancelled by the claimant, paid to someone else, or past its deadline.
• Managed Recovery needs an active Pro or Premium plan. If your plan ends, work on open cases pauses and resumes when you renew.
• We may end a service after a serious breach of these terms (for example working without a required license, or an unlawful instruction), after telling you and giving you a reasonable chance to fix it where the law allows. Fees for work already done are not refunded in that case.
• Anything else follows our refund policy.

If our people make an error in work within the scope (for example a wrong form or a missed follow-up that we were responsible for), tell us within 30 days of finding it. We redo the work at no charge, or, for Managed Recovery, refund that case fee if it can no longer be fixed.

You will defend and hold Surploom LLC and our people harmless from claims, fines and costs that come from your licenses or lack of them, your agreements and fees, your scripts and instructions, information you gave us, and anything you or your team do outside these services.

We will defend and hold you harmless from claims that come from our people’s fraud, willful misconduct, or deliberate action against your written instructions or the law.

To the extent the law allows, our total liability for Full Service is limited to the Full Service fees you paid in the 12 months before the claim arose, and for Managed Recovery to the case fee paid for that case. We are not liable for lost fees, recoveries or profits, or for indirect or consequential damages. This limit does not apply to our obligations in the previous section.

We may update these service terms. Changes apply to Full Service from your next renewal after we tell account owners by email, and to Managed Recovery from the next case you buy. Questions: hello@surploom.com.