Standard Terms

Services

Your agreement describes the services we provide. For a Voice Assistant, that means we set it up, run it and manage it for you: it answers the calls you divert to it, texts you the details after each call and saves each call to your dashboard.

Custom voice solutions, and any other work outside your agreement, are quoted separately and need your written approval before they start.

Setup timelines are estimates given in good faith, not guarantees. Delays on your side, such as late access to your listings or systems, or late feedback, may extend them.

Plans and fees

Plans are priced per Voice Assistant, per month, and are paid in advance. Teams of 10 or more Voice Assistants are priced by agreement. There is no setup fee. Your plan fee and billing date are set out in your agreement.

All prices are in Australian dollars and exclude GST unless stated otherwise.

Call, text and number allowance

Each plan includes a monthly allowance of call minutes and texts for its Voice Assistant, plus its mobile number. The allowance depends on your plan. Unused allowance does not carry over to the next month.

If you use more than your allowance, we add a $25 top-up to your account and charge it to your payment method. Extra minutes and texts are drawn from that credit at the rates on our website or in your agreement, and we add another $25 when it runs out. Unused credit carries over while your agreement is active. It is not refundable and it ends when your agreement ends.

We can change the top-up amount and those rates with 30 days written notice. Outbound calls, where your agreement includes them, are charged at their own rate.

Your own phone provider may charge you for calls you divert to your Voice Assistant. That is between you and your provider.

Your Voice Assistant's number

We give your Voice Assistant its own Australian mobile number, which it answers calls on and texts you from. You choose which calls to divert to it, and your own number stays the same.

The number is held in our account while your agreement is active. When your agreement ends, you can transfer the number to another provider. The transfer is started by the provider you are moving to, and a transfer fee applies. If the number is not transferred within 30 days of your agreement ending, it is released.

Call recording and AI disclosure

Your Voice Assistant records and transcribes its calls, so you have a full record of each one. It always tells callers that it is an AI assistant and that the call is recorded. This is not a setting, and we do not change it.

You are responsible for making sure the way your Voice Assistant is set up and used complies with the laws that apply to you, including laws on recording calls, notifying callers, privacy and marketing. These rules can differ between states and types of call, so get your own advice if you are unsure.

Your Voice Assistant never claims to be a person. If a caller asks whether they are speaking to a real person, it tells them it is an AI assistant.

Your responsibilities

You agree to:

• give us timely access to the listings, systems and information your Voice Assistant needs
• tell us promptly when something it relies on changes, such as your contact details or business hours
• nominate a primary point of contact
• give feedback and approvals within reasonable timeframes
• make sure any credentials you give us are valid and carry the permissions required

Delays caused by these not being met are not our liability.

Outbound calling

Where we run outbound calling for you, you are responsible for making sure you have the right to have the numbers you supply called, that those numbers are appropriate for the kind of contact being made, and that the calls meet any consent, calling-hours and Do Not Call Register rules that apply.

Your data and our work

You own your data: your call recordings, transcripts and caller details, any contacts or database you give us, and your brand, listings and business information.

We own the setup of your Voice Assistant, including its scripts, prompts, call flows and configuration, and the systems and tools it runs on. We reuse our own methods, templates and non-client-specific components across clients. Anything either of us brought in beforehand stays with whoever brought it.

Confidentiality

Both of us agree to keep confidential any proprietary or sensitive information disclosed while we work together, including business data, contact lists, workflows, pricing, credentials and internal processes. These obligations survive the end of the agreement.

Data and security

We handle your data in line with Australian privacy law. We do not sell it, use it outside the services we provide you, use it to train AI models or share it with other clients.

When someone calls your Voice Assistant, we handle their information on your behalf to provide the service to you. You are responsible for making sure you have the right to share any data you give us.

Data is processed by third-party AI and telephony providers under their own terms, and some of them process it outside Australia. We choose providers with strong privacy positions and will never use one that trains on client data, but their handling is outside our direct control.

When your agreement ends, we export your call recordings, transcripts and caller details and hand them over. We keep a copy for 30 days after that, then delete it.

How we handle personal information submitted through this website is covered separately in our Privacy Policy.

How your Voice Assistant behaves

AI works probabilistically. Your Voice Assistant can make mistakes, mishear, take unintended actions or behave unpredictably even when correctly set up. This is an inherent characteristic of the technology rather than a defect.

We monitor the service and tune your Voice Assistant as part of our management. It can still occasionally mishear a name, an email address or a number, so where a detail matters, the call recording is there to confirm it.

Your Voice Assistant runs on third-party software and AI providers, operated by us on your behalf. We manage its setup and running, but we do not control those providers and are not liable for their outages, changes or defects.

Subject to the limitation of liability below and to the Australian Consumer Law, we are not liable for loss arising from an incorrect answer, a missed or mis-captured detail, or a booking made or missed by your Voice Assistant.

You are responsible for keeping your own backups of data in your connected systems. We are not liable for data loss or modification in systems we do not own or control.

Service levels and support

Our uptime target for your Voice Assistant is 99.5%, excluding scheduled maintenance. It depends on third-party providers, and their outages are outside our control and excluded from that target.

Support runs Monday to Friday, 9am to 5pm AEST. Critical issues, meaning your Voice Assistant is down or there is a data breach, are responded to within 4 hours during business hours. Everything else is within 1 business day.

Limitation of liability

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law that cannot lawfully be excluded.

Subject to that, and to the maximum extent permitted by law, our total liability is limited to the fees you paid in the 3 months before the claim. We are not liable for indirect, consequential or incidental damages, including lost revenue, lost data or business interruption.

Ending the agreement

There is no minimum term and no lock-in. You can cancel at any time, and your agreement ends at the end of the month you have paid for. Fees already paid are not refunded, and there is no pro-rata refund.

We can end it with 30 days written notice if the service is no longer viable for us to provide, or immediately for non-payment beyond 30 days, misuse of the service, or breach of these terms.

At the end of that month your Voice Assistant is switched off, we export your data as set out above, and its number can be transferred or is released. Any outstanding usage and invoices become immediately due.

Disputes

We both agree to try to resolve any dispute through good-faith negotiation first. If that does not resolve it, the dispute goes to mediation in Gold Coast, Queensland. These terms are governed by the laws of the State of Queensland, Australia.

Changes to these terms

We may update these terms with 30 days written notice to you. Changes to your plan fee need both of us to agree in writing.

Every version is dated and numbered. The version that applies to you is the one in effect when you accepted your agreement, unless you have been given notice of a change since. Earlier versions are available on request.

Contact us

If you have any questions about these terms, please contact us at: hello@ateamagents.ai.