The Human Promise
A real human will always answer.
That's the whole promise. Written in plain English. No asterisks. No exceptions. No quietly-rolled-out AI agent six months from now.
Signed commitment
"If a single member ever speaks to a bot, gets routed offshore, or has to repeat themselves to a different agent — we'll refund that month's membership without being asked."
— The Customer CareLine team, on behalf of every member.
What we will always do
- Always have a real human answer the phone.
- Always reply in plain English, no jargon, no scripts.
- Always tell you exactly where things stand — even when there's no news.
- Always do the calling, holding, queueing and chasing on your behalf.
- Always advocate for you, calmly and persistently.
- Always treat your time as the most precious thing we handle.
What we will never do
- Use AI chatbots to triage, screen or reply to you.
- Outsource your conversations to overseas call centres.
- Sell, share or trade your data with anyone, ever.
- Read from a script — you'll always speak to a real person.
- Pretend a problem is solved when it isn't.
- Make you log into a portal just to talk to us.
We can't fix every company. But we can promise that dealing with us will always feel like the opposite of dealing with them.
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