Terms of Service

Effective date: 16 February 2026

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and Original Solutions Pty Ltd (ABN 77 651 564 117) ("we", "us", "our"). By creating an account or using the ReplyMate service ("Service"), you agree to be bound by these Terms.

If you are entering into these Terms on behalf of a business or other legal entity, you represent that you have the authority to bind that entity to these Terms.

If you do not agree to these Terms, you must not use the Service.

2. Service Description

ReplyMate provides an AI-powered receptionist service for Australian service businesses, including but not limited to tradespeople, cleaners, and other service providers. The Service includes:

  • An AI voice assistant that answers phone calls on your behalf.
  • Automatic capture of caller details including name, phone number, address, and service requirements.
  • Call recording and transcription.
  • AI-generated call summaries and lead categorisation.
  • Instant lead notifications via SMS and email.
  • A web dashboard for managing calls, leads, and business settings.
  • Data export capabilities (CSV).

3. AI Disclosure

You acknowledge and agree that:

  • Calls are answered by AI, not humans. ReplyMate uses artificial intelligence to conduct phone conversations with your callers. While designed to sound natural, the AI is not a human receptionist.
  • AI is not perfect. The AI may occasionally misunderstand callers, capture information incorrectly, or handle conversations in ways that are not ideal. You are responsible for verifying information captured by the AI before acting on it.
  • Call recording disclosure. It is your responsibility to comply with all applicable laws regarding call recording disclosure in your jurisdiction. In some Australian states and territories, you may be required to inform callers that the call is being recorded. You can configure your AI greeting to include such disclosures.
  • AI disclosure to callers. You acknowledge that callers may or may not realise they are speaking to an AI. It is your responsibility to determine whether disclosure of AI use is required in your industry or jurisdiction and to configure your greeting accordingly.

4. Account Registration and Eligibility

To use the Service, you must:

  • Be at least 18 years of age.
  • Provide accurate, current, and complete registration information.
  • Maintain the security of your account credentials.
  • Promptly update your information if it changes.
  • Be a legitimate business operating in Australia (or have a legitimate reason to use the Service).

You are responsible for all activity that occurs under your account. You must notify us immediately at info@replymate.io if you become aware of any unauthorised access to your account.

5. Free Trial

We offer a 14-day free trial with 50 minutes of AI receptionist usage included. The free trial:

  • Does not require a credit card to start.
  • Includes full access to all Service features.
  • Automatically expires after 14 days if you do not select a paid plan. No charges will be incurred.
  • May be subject to usage limits (50 minutes during the trial period).

We reserve the right to modify or discontinue the free trial offer at any time without notice.

6. Billing and Payment

6.1 Subscription Plans

ReplyMate offers monthly subscription plans with varying amounts of included minutes. Current plans and pricing are displayed on our website and within the dashboard. All prices are in Australian Dollars (AUD) and are inclusive of GST where applicable.

6.2 Billing Cycle

Subscriptions are billed monthly. Your billing cycle begins on the date you first subscribe to a paid plan (or when your free trial ends, if you selected a plan during the trial).

6.3 Overage Charges

If you exceed the minutes included in your plan during a billing period, you will be charged an overage rate per additional minute. The overage rate varies by plan and is displayed on the pricing page and in your billing dashboard. Overage charges are billed at the end of each billing period.

6.4 Payment Method

Payments are processed securely through Stripe. By subscribing, you authorise us to charge your payment method on a recurring basis. You are responsible for keeping your payment information up to date.

6.5 Plan Changes

You may upgrade or downgrade your plan at any time through the billing page. Plan changes take effect immediately, and any price difference is prorated on your next invoice.

6.6 Refunds

Subscription fees are generally non-refundable. If you believe you have been charged in error, please contact us at info@replymate.io within 14 days and we will review your case.

7. Cancellation and Account Deletion

7.1 Cancellation by You

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

  • Your subscription remains active until the end of the current billing period.
  • You will not be charged for subsequent billing periods.
  • You may resume your subscription at any time before the end of the current billing period.
  • After the billing period ends, your account will be paused and the AI receptionist will stop answering calls.

7.2 Account Deletion

You may request permanent deletion of your account and all associated data through your profile settings or by contacting us at info@replymate.io. Account deletion is irreversible and will result in the permanent removal of your business settings, call recordings, transcripts, and lead data, subject to our legal obligations to retain certain records (such as payment history).

7.3 Cancellation by Us

We reserve the right to suspend or terminate your account at any time if you breach these Terms, engage in fraudulent activity, or use the Service in a manner that could harm ReplyMate or other users. We will endeavour to provide reasonable notice before termination, except in cases of serious breach.

8. Acceptable Use Policy

You agree not to use the Service to:

  • Violate any applicable law, regulation, or third-party rights.
  • Conduct or facilitate any illegal, fraudulent, deceptive, or harmful activity.
  • Harass, abuse, or harm other individuals through the AI system.
  • Use the Service for telemarketing, robocalling, or any form of unsolicited outbound calling.
  • Misrepresent the AI as a human in jurisdictions or industries where such disclosure is legally required.
  • Attempt to reverse-engineer, decompile, or extract the source code of the Service.
  • Interfere with or disrupt the Service or its infrastructure.
  • Use the Service to collect sensitive personal information (such as health information, financial details, or government identifiers) beyond what is reasonably necessary for lead capture.
  • Resell or sublicence access to the Service without our written consent.

We reserve the right to investigate and take appropriate action, including suspension or termination of your account, for any violation of this Acceptable Use Policy.

9. Service Availability

We strive to maintain high availability of the Service, but we do not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable due to:

  • Scheduled maintenance (we will endeavour to provide advance notice).
  • Unscheduled outages caused by technical failures, third-party service disruptions, or events beyond our control.
  • Force majeure events, including natural disasters, telecommunications failures, or government actions.

ReplyMate does not offer a service level agreement (SLA) or uptime guarantee. We are not liable for any losses resulting from service interruptions, including missed calls or lost leads during periods of unavailability.

10. Intellectual Property

10.1 Our Intellectual Property

The Service, including all software, designs, text, graphics, logos, and other content, is owned by or licenced to ReplyMate and is protected by Australian and international intellectual property laws. We grant you a limited, non-exclusive, non-transferable licence to use the Service solely for its intended purpose during your subscription period.

10.2 Your Content and Data

You retain ownership of the business information, custom greetings, FAQ content, and other materials you provide to configure the Service ("Your Content"). You grant us a non-exclusive, worldwide licence to use, process, and display Your Content solely for the purpose of operating the Service on your behalf.

10.3 Call Data

Call recordings, transcripts, and AI-generated summaries are produced by the Service using a combination of caller input and our AI technology. You have access to and may use this data for your legitimate business purposes. We retain the right to use aggregated, de-identified data derived from call analytics to improve the Service.

11. Limitation of Liability

To the maximum extent permitted by law, including the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010):

  • No consequential damages. ReplyMate is not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, business opportunities, data, or goodwill, arising from your use of or inability to use the Service.
  • Liability cap. Our total aggregate liability for any claim arising out of or relating to these Terms or the Service is limited to the amount you paid to ReplyMate in the 12 months preceding the claim.
  • AI limitations. We are not liable for any losses arising from inaccurate information captured by the AI, missed details in call transcripts, or inappropriate AI responses. You are responsible for verifying all information before acting on it.
  • Third-party services. We are not liable for failures or disruptions caused by our third-party service providers (Vapi, Twilio, ElevenLabs, Stripe).

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you by the Australian Consumer Law or any other applicable law that cannot be excluded, restricted, or modified by agreement.

12. Indemnification

You agree to indemnify, defend, and hold harmless ReplyMate, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

  • Your use of the Service.
  • Your breach of these Terms.
  • Your violation of any law or regulation, including call recording and privacy laws.
  • Any content or information you provide through the Service, including business settings, greetings, and FAQ responses.
  • Any dispute between you and a caller or customer of your business.

13. Disclaimer of Warranties

The Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, we disclaim all warranties, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Without limiting the above, we do not warrant that:

  • The Service will meet your specific requirements or expectations.
  • The Service will be uninterrupted, timely, secure, or error-free.
  • The AI will accurately capture all information from every call.
  • The AI voice will be indistinguishable from a human in all situations.
  • The Service will result in any particular number of leads or business outcomes.

14. Dispute Resolution

14.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Queensland, Australia. You submit to the non-exclusive jurisdiction of the courts of Queensland and the Federal Court of Australia.

14.2 Informal Resolution

Before initiating any formal dispute resolution process, you agree to first contact us at info@replymate.io and attempt to resolve the dispute informally within 30 days.

14.3 Mediation

If informal resolution is unsuccessful, either party may refer the dispute to mediation administered by the Australian Disputes Centre (ADC) in accordance with the ADC Mediation Rules. The mediation will take place in Melbourne, Queensland.

15. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will:

  • Post the updated Terms on our website with a revised effective date.
  • Notify you by email at least 14 days before the changes take effect.

Your continued use of the Service after the updated Terms take effect constitutes your acceptance of the changes. If you do not agree with the updated Terms, you must stop using the Service and cancel your subscription.

16. General Provisions

  • Entire agreement. These Terms, together with our Privacy Policy, constitute the entire agreement between you and ReplyMate regarding the Service.
  • Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
  • Waiver. Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.
  • Assignment. You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations without restriction.
  • Notices. We may send notices to you via email to the address associated with your account. You may send notices to us at info@replymate.io.
  • No agency. Nothing in these Terms creates a partnership, joint venture, or agency relationship between you and ReplyMate.

17. Contact Us

If you have any questions about these Terms, please contact us:

  • Email: info@replymate.io
  • Business name: Original Solutions Pty Ltd
  • ABN: 77 651 564 117