Terms of Service

Last updated: [DATE] · Version 1.0

These terms form a legal agreement between [LEGAL ENTITY NAME] (ABN [ABN]) ("we", "us", "our") and the business that subscribes to the Reception/AI service ("you", "your"). By creating an account or using the service you agree to these terms.

1. The service

Reception/AI is a software service that answers telephone calls made to a number we provide or connect on your behalf. It responds to callers using an automated voice, answers questions from information you supply, takes messages, records requested callbacks, books appointments where you enable that feature, and may transfer callers to a number you nominate.

We provide the software. We are not a telecommunications carrier. Underlying call connectivity is provided by third-party carriers, and voice and language processing is provided by third-party artificial intelligence providers.

2. Your account

• You must provide accurate information and keep your login details secure.
• You are responsible for everything done under your account.
• You must be at least 18 and authorised to enter this agreement for your business.
• Tell us promptly if you believe your account has been accessed without authorisation.

3. Fees, billing and trials

• Subscription fees are shown in the app before you subscribe and are billed monthly in advance. All prices are in Australian dollars and [include / exclude] GST.
• A one-off number setup fee may apply, shown before you confirm.
• Free trials run for the period stated at signup. If you do not subscribe before the trial ends, the service stops answering your calls and any number reserved for you may be released.
• Payments are processed by Stripe. We do not store your card details.
• You may cancel at any time from the Billing screen. Cancellation takes effect at the end of the period you have paid for — see clause 12.
• We may change our prices on [30] days notice. If you do not accept a price change, you may cancel before it takes effect.

4. Phone numbers

• Numbers we allocate are provided through our carrier and are licensed to you for the term of your subscription. You do not own the number.
• When your subscription ends, the number is released and may be reallocated. Export anything you need before that happens.
• Some number types (for example 1800 numbers) require regulatory verification before they can be activated. Delays in that process are outside our control.
• Porting an existing number to or from the service is subject to carrier processes and may not always be possible.

5. Call recording, transcripts and your obligations

• The service creates a written transcript of each call and may retain audio.
• Laws governing the recording of telephone conversations differ between Australian states and territories. In some jurisdictions the consent of all parties is required.
• You are responsible for ensuring that the greeting and call handling you configure complies with the law that applies to you and to the people who call you, including any requirement to notify callers that a call is recorded or transcribed.
• We provide the ability to include a recording notice in your greeting. We strongly recommend you use it. We recommend you obtain your own legal advice about your obligations.
• You must not use the service to record conversations where doing so would be unlawful.

6. Acceptable use

You must not use the service:

• for any unlawful purpose, or to harass, deceive or defraud;
• to make or facilitate unsolicited marketing calls or messages in breach of the Spam Act 2003 (Cth) or the Do Not Call Register;
• to provide emergency, medical, legal, financial or other advice on which a caller might reasonably rely to their detriment;
• to impersonate another business or person;
• in a way that damages the service, our carriers, or other users.

7. Your content and our intellectual property

• Information you enter — your business details, knowledge base, greetings and settings — remains yours. You grant us a licence to use it to operate the service for you.
• Call transcripts, messages and bookings generated for your account belong to you. You can export them at any time while your subscription is active.
• The software, interface and underlying systems remain ours. Nothing in these terms transfers ownership of them to you.
• You warrant that information you supply does not infringe anyone else's rights and is not misleading or deceptive.

8. Availability and support

• We aim to keep the service available at all times but we do not guarantee uninterrupted operation. Maintenance, carrier faults, AI provider outages and internet failures can all interrupt it.
• We do not currently offer a contractual uptime guarantee or service credits.
• Support is provided through the in-app support centre during Australian business hours.
• We may modify or discontinue features. We will give reasonable notice of material changes that reduce the functionality you rely on.

9. Limits of the AI service

You should understand and accept the following before relying on the service:

• The service uses automated speech recognition and language models. It can mishear, and it can answer incorrectly.
• It answers using the information you provide. Incomplete or inaccurate information will produce incomplete or inaccurate answers.
• It is not a substitute for a human where accuracy is critical.
• Bookings, quotes and commitments made during a call are made on your behalf and are your responsibility. You should confirm anything material directly with the caller.
• Delivery of message notifications by SMS or email depends on third parties and is not guaranteed. All calls and messages remain visible in your dashboard.

10. Privacy and data

Our handling of personal information is described in our Privacy Policy, which forms part of these terms.

Where we hold personal information about your callers, we do so on your behalf. You are responsible for having a lawful basis to collect it and for telling the people concerned how it will be handled, to the extent the law requires that of you.

11. Liability and Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, that cannot lawfully be excluded.

Where our liability can be limited, our liability to you for any claim connected with the service is limited, at our option, to resupplying the service or paying the cost of having it resupplied.

To the extent permitted by law, we are not liable for indirect or consequential loss, including lost profits, lost business, lost opportunities, or loss arising from a missed, mishandled or incorrectly answered call.

To the extent permitted by law, our total aggregate liability in any twelve-month period is limited to the fees you paid us in that period.

12. Suspension and termination

• You may cancel at any time from the Billing screen in the app, without contacting us, without giving a reason, and without a cancellation fee.
• Cancellation takes effect at the end of the period you have already paid for, not immediately. Your receptionist keeps answering until that date. We do not pro-rate or refund the unused remainder of a paid period, except where the Australian Consumer Law requires it.
• You may reverse a scheduled cancellation at any time before that date, from the same screen, and your subscription simply continues.
• When the period ends: answering stops, and your allocated phone number is released and may be reallocated to another customer. You should export any call history or messages you wish to keep before that date.
• You are responsible for cancelling any call diverting you have set up. If you leave a divert pointing at a released number, calls to your business may not connect. We will remind you of this when you cancel.
• If you cancel during a free trial, the service stops at the end of the trial and you are not charged.
• We may suspend or terminate your account if you breach these terms, if payment fails, or if your use puts the service or our carriers at risk. Where practical we will contact you first and give you a reasonable opportunity to fix the problem.
• We retain your data for [90] days after termination so you can request an export, after which it may be deleted.

13. Changes to these terms

We may update these terms. If a change materially affects you we will give at least [14] days notice by email or in the app. Continuing to use the service after that constitutes acceptance.

14. Governing law

These terms are governed by the laws of [STATE — e.g. Queensland], Australia, and you and we submit to the non-exclusive jurisdiction of the courts of that place.

Contact

[LEGAL ENTITY NAME]
ABN [ABN]
[ADDRESS]
[SUPPORT EMAIL]