Customer service agreement
In force from 28 August 2026.
This is the agreement between you and HELLO247 PTY LTD when you take the service. It sets out what we supply, what it costs, how billing works, what happens with your data and your calls, and how either of us can end it. The website terms of use are separate and cover browsing this site.
1. Parties and structure
1.1 This agreement is between HELLO247 PTY LTD (ABN 53 701 589 620) of Narooma, New South Wales (hello247, we, us) and the customer named in the Order (you, the Customer).
1.2 This agreement consists of: (a) these terms; (b) the Order — the plan, price, setup fee and any add-ons you accept when you sign up; and (c) our Privacy Policy and Acceptable Use Policy, each as published at hello247.com.au. Where they conflict, the Order prevails over these terms, and these terms prevail over the policies.
1.3 This agreement starts on the date you accept the Order and continues until ended under clause 18.
1.4 If you are entering this agreement for a business, you confirm you are authorised to bind that business.
2. Definitions
Configuration — the instructions, rules, scripts, escalation settings and business information used to set up how the Services respond on your behalf.
Customer Data — information you give us or that the Services collect on your behalf, including transcripts, enquiry details, caller contact details and the contents of your Configuration.
Number — an Australian telephone number we supply to you, or an existing number you port to us, for use with the Services.
Services — the hello247 services described in the Order, which may include the AI Call Flow (AI receptionist), the AI Chat BOT (website assistant), the Web SEO helper, and any add-ons you select.
Supplier — a third party whose services we use to deliver the Services, including our telephony supplier.
3. What the Services do
3.1 We will supply the Services described in your Order, with reasonable care and skill.
3.2 The AI Call Flow answers calls to your Number, speaks with callers, answers questions from your Configuration, captures enquiry details, and sends you a summary. The AI Chat BOT does the equivalent on your website. The Web SEO helper reviews your website and reports on it.
3.3 The Services are automated. They generate responses using artificial intelligence based on the Configuration you approve. They are not a person, are not held out as a person, and their output is not guaranteed to be accurate, complete or appropriate in every case. Clause 13 sets out what this means for you.
3.4 We will make the Services available on a reasonable-endeavours basis. We do not promise uninterrupted or error-free operation, and the Services depend on third parties including our telephony Supplier, your internet connection and the public telephone network. No uptime or service level commitment is given under this agreement.
4. Setup
4.1 Setup is performed by us using information you supply — your website, hours, services, service areas, pricing (if you want it quoted), FAQs and policies — together with the rules you give us about escalation, urgency, bookings and what the Services must never say.
4.2 You must review and approve the Configuration before the Services go live on your Number. We will not put the Services onto your live Number until you have approved it.
4.3 You are responsible for the accuracy of the information you give us. We are not responsible for a response that is wrong because the information behind it was wrong.
4.4 We will continue to tune the Configuration during the term. Anything the Services could not answer is reported to you so the gap can be closed.
5. Your responsibilities
5.1 You must: (a) give us accurate information and keep it current; (b) review and approve the Configuration; (c) keep your account credentials secure; (d) comply with all laws applicable to your use of the Services; and (e) comply with clauses 11 and 12.
5.2 You must not resell, sublicense, white-label or otherwise make the Services available to any third party without our prior written agreement.
5.3 You are responsible for what you do with the enquiries, messages, recordings and transcripts the Services produce.
6. Fees
6.1 The subscription fee for the hello247 Complete plan is A$399 per month, inclusive of GST, unless a different plan or price is stated in your Order.
6.2 A one-off setup fee of A$99 applies, payable with your first invoice, unless the Order says otherwise.
6.3 All prices we quote to you are GST inclusive unless expressly stated otherwise.
6.4 Add-ons you select are charged at the price shown when you add them, on the same billing cycle.
7. Billing and payment
7.1 Subscription fees are charged monthly in advance to the payment method you authorise, on the anniversary of your start date.
7.2 We accept payment by card through our payment provider. You authorise us to charge that payment method for all amounts due under this agreement.
7.3 If a payment fails we will notify you and may retry. If an amount remains unpaid 14 days after it falls due, we may suspend the Services under clause 18.3.
7.4 We do not store your full card details. Card data is handled by our payment provider.
7.5 A tax invoice will be issued for each charge.
8. Pass-through and variable charges
8.1 Some costs are incurred on your behalf and passed on to you — for example number porting fees, 1300 activation, and monthly number rental. Our current pass-through rates are published and are charged at cost plus GST, with no margin, unless your Order says otherwise.
8.2 Nothing variable is charged without your prior agreement. A pass-through cost is raised as a pending item, shown to you, and only appears on an invoice once you have agreed to it. Where a fee category is determined by our Supplier rather than by us (for example whether a port is treated as simple or complex), we will tell you the applicable category before lodging.
8.3 Your plan includes 500 usage credits each billing period. One credit is one started minute of an answered call, one website chat conversation, or one reply written by AI Email; a website and SEO check is five credits. Call time is counted per started minute, so a call shorter than one minute uses one credit. Usage beyond the included allowance is charged at A$0.45 per credit, GST inclusive, and appears on your next invoice. We will notify you by email when you reach 80% and again when you reach 100% of the included allowance, so that you are told before that invoice is issued. The included allowance resets each billing period and does not carry over. Credits you purchase separately do not expire, and are used before any overage is charged.
8.4 We will give you at least 30 days' written notice before increasing the subscription fee or changing pass-through rates in a way that increases what you pay. If you do not accept the change you may end this agreement under clause 18.2 before it takes effect, without penalty.
9. Numbers and porting
9.1 We supply Numbers through our telephony Supplier. Numbers are allocated under Australian numbering arrangements and are not owned by you or by us.
9.2 You may port an existing number to us, or port a Number away from us, subject to the applicable industry porting processes and to any porting fee under clause 8.1. We will not unreasonably delay or obstruct a port away.
9.3 You must give us accurate identity and address information where our Supplier or Australian regulation requires it, and keep it current.
9.4 We hold Numbers on your behalf. Your rights to a Number are the rights we are able to pass on from our Supplier, and no greater. If our Supplier withdraws or reallocates a Number for a reason outside our control, we will tell you promptly and help you move.
9.5 A Number is provided for use with the Services. You must not use it, or permit it to be used, as a general telephone service, for unsolicited marketing, or in breach of clause 12.
10. Emergency calls — important
10.1 The Services cannot be used to call emergency services. A hello247 Number cannot reach 000 and is not a replacement for a standard telephone service.
10.2 If you, your staff, or a caller need police, fire or ambulance, dial 000 from a mobile or fixed line that can reach it. You must ensure that anyone who relies on your business phone arrangements has another means of contacting emergency services available at all times.
10.3 The AI Call Flow can be configured to treat certain calls as urgent for your business and escalate them to your people. That is a business escalation rule. It is not an emergency service, it does not contact emergency services, and it must not be relied on as though it did.
10.4 To the maximum extent permitted by law, and subject to clause 20.1, we are not liable for any loss arising from or relating to the inability to use the Services to contact emergency services.
10.5 You must bring the substance of this clause to the attention of your staff and, where relevant, your customers.
11. Transcripts, monitoring and consent — important
11.1 The Services produce a written transcript of every call, and record website chat conversations, in order to capture enquiries, produce summaries and improve the Configuration.
11.2 We do not record call audio. Audio recording is not offered at this time and there is no setting that enables it. If we introduce it, it will be off by default, announced to the caller at the start of any call on which it is on, and introduced on notice under clause 21.1; clauses 11.3 to 11.5 will then apply to it.
11.3 You are responsible for obtaining every consent required by law before calls are recorded or monitored. Australian recording and surveillance law varies between States and Territories, and a transcript may itself be a record for its purposes. You must satisfy yourself of the requirements that apply where you and your callers are located.
11.4 You must not use the Services to record or monitor a communication where doing so would be unlawful, and you must not direct us to configure them to do so.
11.5 Transcripts and enquiry records are retained while your account is open and deleted 30 days after it closes. We will keep them for longer only if you ask us in writing or the law requires it. You may ask us to delete a specific transcript at any time.
11.6 You indemnify us against loss we suffer arising from your failure to obtain a consent required by clause 11.3.
12. Acceptable use
12.1 You must not use the Services, and must not permit the Services to be used:
(a) in breach of any law, or of any applicable telecommunications industry code; (b) to send unsolicited commercial messages, in breach of the Spam Act 2003 (Cth); (c) to make or facilitate unsolicited telemarketing calls, or calls to numbers on the Do Not Call Register, in breach of the Do Not Call Register Act 2006 (Cth); (d) to harass, defraud, impersonate or mislead any person; (e) to transmit malicious code, or to attempt to gain unauthorised access to any system; (f) to generate artificial traffic or manipulate call volumes; (g) in any way that breaches our Acceptable Use Policy or the acceptable use policy of any Supplier, as notified to you.
12.2 If we are told by a Supplier or a regulator that your use breaches an acceptable use policy, we may act on that notice, including by suspending the Services under clause 18.3.
12.3 You indemnify us against loss we suffer as a result of your breach of this clause, including any charge, penalty or claim passed to us by a Supplier or regulator.
13. AI limitations and your responsibility
13.1 The Services use artificial intelligence. Their output is generated, not retrieved, and may occasionally be wrong, incomplete or unsuitable notwithstanding the Configuration.
13.2 We configure the Services not to invent information, not to act outside the rules you set, not to give professional advice unless you have explicitly configured them to, and to hand over to a person rather than guess. These are design measures, not guarantees.
13.3 You must not configure the Services, and must not rely on them, to give financial, legal, medical or other professional advice, to make a decision that requires professional judgement, or to handle a matter where an incorrect response could cause personal injury or significant loss.
13.4 You remain responsible for the conduct of your business, including any commitment, quote, booking or representation made through the Services under a Configuration you approved.
13.5 You should review the enquiries and summaries the Services produce, and tell us promptly about anything wrong, so the Configuration can be corrected.
14. Privacy
14.1 Each party must comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles in relation to personal information handled under this agreement.
14.2 In collecting and handling caller and enquirer personal information through the Services, we act on your behalf and on your instructions. You are responsible for having a lawful basis to collect it and for your own privacy notices and collection statements.
14.3 We will handle personal information in accordance with our Privacy Policy, will not use Customer Data to market to your customers, and will not sell personal information.
14.4 If either party becomes aware of an eligible data breach affecting the other's information, it must notify the other without undue delay and in any case within 48 hours, and the parties will cooperate on assessment and notification under the Notifiable Data Breaches scheme.
15. Customer Data, security and location
15.1 Customer Data is yours. We claim no ownership of it.
15.2 You grant us a licence to host, process, transmit and analyse Customer Data only so far as necessary to provide, support and improve the Services for you, and to meet our legal obligations.
15.3 We will maintain technical and organisational security measures appropriate to the sensitivity of the Customer Data, including: encryption of Customer Data in transit; access limited to those personnel who need it to operate and support the Services; individually secured client accounts with logical separation between clients; logging of administrative access; and regular backups.
15.4 Customer Data is stored in Australia, in a Sydney data centre, together with our servers, database and dashboard. Speech-to-text is performed by a specialist Supplier on its Australian endpoint, in a Sydney data centre, so call audio is not transmitted outside Australia. Some processing necessary to deliver the Services is performed by Suppliers outside Australia — specifically the language model that generates responses and extracts enquiry details, the text-to-speech provider that produces the assistant's voice, and the provider that delivers your enquiry notification emails. The text of a conversation is transmitted to the first two of those. We maintain, and will make available on request, a current list of those Suppliers and the countries in which they process Customer Data, and we will give you reasonable notice before adding a Supplier that processes Customer Data in a new country.
15.5 On termination, we will make Customer Data available for export for 30 days and will then delete it, except where retention is required by law.
16. Confidentiality
16.1 Each party must keep the other's confidential information confidential, use it only for this agreement, and disclose it only to personnel and advisers who need it and are bound to equivalent obligations.
16.2 This does not apply to information that is public other than by breach, was already lawfully held, is independently developed, or must be disclosed by law.
17. Intellectual property
17.1 We own the Services, the platform, and all intellectual property in them, including any improvements. Nothing in this agreement transfers that to you.
17.2 We grant you a non-exclusive, non-transferable right to use the Services during the term, for your own business, in accordance with this agreement.
17.3 You own your Customer Data, your brand and your business content. You grant us the licence in clause 15.2 and a licence to display your name and logo where necessary to deliver the Services.
17.4 We may use aggregated and de-identified information about use of the Services to operate and improve them, provided it cannot reasonably identify you, your callers or your customers.
17.5 We will not name you as a client, use your logo, or refer to you in marketing unless you have opted in on the Order or agreed in writing. You may withdraw that permission at any time and we will remove the reference within a reasonable period.
18. Term, termination and suspension
18.1 This agreement runs month to month from your start date. There is no minimum term unless your Order says otherwise.
18.2 You may cancel at any time. Cancellation takes effect at the end of the billing period you have already paid for — the Services keep running until that date, and we do not refund the balance of a period. You may reverse a cancellation at any time before it takes effect.
18.3 We may suspend the Services on notice if: (a) an amount is overdue under clause 7.3; (b) we reasonably believe your use breaches clause 12; (c) a Supplier or regulator requires it; or (d) suspension is necessary to protect the security or integrity of the platform. We will restore the Services promptly once the cause is resolved, and we will tell you what the cause is.
18.4 Either party may terminate on 30 days' written notice, or immediately if the other commits a material breach that is not remedied within 14 days of notice, or becomes insolvent.
18.5 We may terminate on 30 days' notice if a Supplier ceases to make a service available to us and no reasonable substitute exists. We will help you port your Number away.
18.6 On termination: your right to use the Services ends; amounts already incurred remain payable; and clauses 10, 11.6, 12.3, 15.5, 16, 17, 20, 21 and 25 survive.
19. Force majeure
19.1 Neither party is liable for a failure to perform caused by an event beyond its reasonable control, including a failure of the public telephone network, a Supplier outage, a natural disaster, or a government act. This does not excuse an obligation to pay money already owed.
20. Liability
20.1 Nothing in this agreement excludes, restricts or modifies any right or remedy under the Australian Consumer Law, or any other law, that cannot lawfully be excluded, restricted or modified. Where our liability under the Australian Consumer Law can be limited, our liability is limited, at our option, to resupplying the Services or paying the cost of having them resupplied.
20.2 Subject to clause 20.1, neither party is liable to the other for any indirect or consequential loss, loss of profits, loss of revenue, loss of anticipated savings, loss of business opportunity, or loss of or corruption of data, however arising.
20.3 Subject to clause 20.1, our total aggregate liability under or in connection with this agreement is limited to the total fees you have paid us in the twelve months immediately before the event giving rise to the claim.
20.4 Clause 20.3 does not limit your liability to pay fees, or either party's liability for a breach of clause 16, or for an indemnity given under clauses 11.6 or 12.3.
20.5 Each party must take reasonable steps to mitigate its loss.
21. Changes
21.1 We may change these terms, the Acceptable Use Policy or the Privacy Policy on 30 days' written notice where the change is reasonably necessary — for example to reflect a change in the law, in a Supplier's terms, or in how the Services work.
21.2 If a change would have a material detrimental effect on you, you may terminate without penalty by written notice before the change takes effect, and we will refund any fee paid for a period after termination.
21.3 We may change the Services from time to time. We will not materially reduce the functionality of a Service you are paying for without notice under clause 21.1.
22. Notices
22.1 Notices may be given by email to the address on your account, or to hello@hello247.com.au for notices to us, and are taken to be received on the next business day. Notices of termination must be in writing.
23. Disputes
23.1 Before starting proceedings, a party must notify the other of the dispute and the parties must attempt in good faith to resolve it, including by a meeting of people with authority to settle, within 14 days.
23.2 This does not prevent either party seeking urgent interlocutory relief.
23.3 Telephony is supplied by our Supplier as the carriage service provider. Complaints about the underlying carriage service may be able to be taken to the Telecommunications Industry Ombudsman.
24. Relationship
24.1 The parties are independent contractors. Nothing creates a partnership, joint venture, employment or agency relationship, except that in operating the Services we act as your agent for the limited purpose of answering calls and handling enquiries on your behalf.
24.2 You may not assign this agreement without our written consent. We may assign it to a related entity or on a sale of our business, on notice to you.
25. General
25.1 This agreement is the entire agreement between the parties about its subject matter and replaces any earlier representation or understanding.
25.2 If a provision is unenforceable it is severed and the rest continues.
25.3 A failure to enforce a right is not a waiver of it.
25.4 This agreement is governed by the laws of New South Wales, and each party submits to the non-exclusive jurisdiction of the courts of that State.