Terms of Service

Last updated: 13 March 2026

1. Agreement to Terms

By accessing or using CallMate ("the Service"), operated by CallMate Pty Ltd (ABN pending) ("we", "us", "our"), you agree to be bound by these Terms of Service. If you do not agree, do not use the Service.

These terms apply to all users, including business owners ("Subscribers") and their customers who interact with the AI assistant ("Callers").

2. Description of Service

CallMate provides an AI-powered phone assistant that:

  • Answers inbound phone calls and SMS messages on behalf of your business
  • Books, cancels, and reschedules appointments using your configured availability
  • Records and transcribes phone conversations
  • Sends SMS confirmations and reminders to your customers
  • Provides a web dashboard for managing your business communications

The Service uses third-party providers including Twilio (telephony), VAPI (AI voice), and Stripe (payments) to deliver its functionality.

3. Account Registration

To use the Service, you must create an account and provide accurate, complete information. You are responsible for:

  • Maintaining the confidentiality of your account credentials
  • All activities that occur under your account
  • Notifying us immediately of any unauthorised use

You must be at least 18 years old and have the legal authority to bind the business entity you register.

4. Free Trial

New accounts receive a 14-day free trial with up to 25 AI interactions (calls, SMS conversations, and chat sessions). The trial includes full access to all features including a dedicated phone number.

At the end of the trial period:

  • If you subscribe, your service continues uninterrupted
  • If you do not subscribe, your AI assistant will stop answering calls and your provisioned phone number may be released after a short grace period
  • Your data (contacts, appointments, call logs) is retained and accessible if you subscribe later

5. Subscription and Billing

Base subscription: $99 AUD per month, which includes your dedicated phone number, AI receptionist, calendar integration, and web dashboard access.

Usage-based charges: In addition to the base subscription, you are billed for:

  • AI minutes — charged per minute of voice call handling
  • SMS messages — charged per outbound SMS sent by your AI assistant

Current usage rates are displayed on the pricing page and within your billing dashboard. We may adjust usage rates with 30 days' written notice.

Billing cycle: Subscriptions are billed monthly in advance. Usage charges are billed at the end of each billing period based on actual consumption.

Payment: All payments are processed securely through Stripe. You authorise us to charge your payment method on file for all subscription and usage fees.

Promotional pricing: Early adopter or promotional discounts apply for the duration specified at the time of subscription. Standard pricing applies to new subscriptions after promotional periods end.

6. Cancellation and Refunds

You may cancel your subscription at any time from the billing settings in your dashboard. Upon cancellation:

  • Your service continues until the end of the current billing period
  • No further charges will be made after the period ends
  • Your phone number will be released and may not be recoverable
  • Your data remains accessible for 90 days, after which it may be permanently deleted

We do not offer refunds for partial billing periods. If you believe you have been charged in error, contact us at hello@callmate.au within 14 days.

7. Acceptable Use

You agree not to use the Service to:

  • Engage in any unlawful, fraudulent, or deceptive activity
  • Send unsolicited messages (spam) or make unsolicited calls
  • Impersonate another person or business
  • Transmit harmful, threatening, abusive, or harassing content
  • Interfere with or disrupt the Service or its infrastructure
  • Attempt to reverse-engineer, decompile, or extract source code from the Service
  • Use the Service in a way that violates Australian telecommunications law, the Spam Act 2003, or the Do Not Call Register Act 2006

We reserve the right to suspend or terminate accounts that violate these terms without notice.

8. Call Recording and Transcription

The Service records and transcribes phone calls handled by your AI assistant. As a Subscriber, you are responsible for:

  • Ensuring your AI assistant's greeting informs callers that calls may be recorded, as required by applicable law
  • Complying with all federal and state laws regarding call recording and consent in your jurisdiction
  • Obtaining any required consent from callers before recording

In Australia, the Telecommunications (Interception and Access) Act 1979 generally requires at least one party to consent to recording. Your AI assistant's default greeting includes a recording disclosure, but you are responsible for ensuring this meets your legal obligations.

9. Intellectual Property

The Service, including its design, code, features, and documentation, is owned by CallMate Pty Ltd and protected by Australian and international intellectual property laws.

You retain ownership of all data you input into the Service (business information, contacts, appointment data). You grant us a limited licence to process this data solely to provide the Service.

10. Service Availability

We aim to provide 99.9% uptime but do not guarantee uninterrupted service. The Service depends on third-party providers (Twilio, VAPI, cloud infrastructure) and may experience outages beyond our control.

We are not liable for any losses, missed calls, missed appointments, or lost revenue resulting from service interruptions, whether scheduled or unscheduled.

11. AI Limitations

The AI assistant is designed to handle routine call answering and appointment booking. However:

  • The AI may occasionally misunderstand callers or make booking errors
  • The AI is not a substitute for professional advice (medical, legal, financial, or otherwise)
  • You are responsible for reviewing bookings made by the AI and correcting any errors
  • We are not liable for any consequences arising from AI errors or misunderstandings

12. Limitation of Liability

To the maximum extent permitted by Australian Consumer Law:

  • Our total liability for any claim arising from the Service is limited to the fees you paid in the 3 months preceding the claim
  • We are not liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, lost revenue, or lost business opportunities
  • We are not liable for the actions or communications of the AI assistant beyond providing the technology platform

Nothing in these terms excludes or limits any rights you have under the Australian Consumer Law that cannot be excluded or limited by contract.

13. Indemnification

You agree to indemnify and hold harmless CallMate Pty Ltd, its directors, employees, and agents from any claims, damages, losses, or expenses arising from:

  • Your use of the Service
  • Your violation of these terms
  • Your violation of any law or regulation
  • Any claim by a third party (including your customers) related to your use of the Service

14. Changes to Terms

We may update these terms from time to time. We will notify you of material changes via email or through the Service dashboard at least 14 days before they take effect. Your continued use of the Service after changes take effect constitutes acceptance of the updated terms.

15. Governing Law

These terms are governed by the laws of Australia. Any disputes arising from these terms or your use of the Service will be resolved in the courts of Australia.

16. Contact

If you have questions about these terms, contact us at:

CallMate Pty Ltd
Email: hello@callmate.au