Terms of service

1. Service description

Novara Tech provides AI receptionist, voice agent and workflow automation services to Australian businesses. In plain terms: we build and operate an AI agent that answers your business calls, takes messages, makes bookings, and connects to the systems you already use. We also build custom software and automation workflows where a client needs something beyond the standard service.

The specifics of what we build, which phone numbers are involved, which integrations are connected, and how the agent behaves are set out in the deployment configuration agreed with each client. That configuration forms part of these terms.

2. Agreement basis

These terms govern use of the service. Where a client has entered into a separate signed service agreement with Novara Tech, that agreement prevails to the extent of any inconsistency with these terms.

3. Fees and billing

The service is charged as a monthly fee that includes a call allowance, scoped per business. Current tiers and allowances are published on our pricing page. Calls beyond the allowance are charged at the published overage rates.

• Fees are billed monthly in advance in Australian dollars, by card or direct debit.
• Published prices are inclusive of GST.
• Overage is calculated when the month closes and is billed in the following cycle, alongside the next monthly fee.
• Invoices are due on issue. If a payment fails, the service continues for 7 days while we retry, after which the agent is suspended until the account is settled. We do not charge interest on late payment.
• There are no lock-in contracts. The service runs month to month.
• One-off build costs, if any, are quoted and agreed before work begins.
• Costs charged to us by third parties (telephony, speech processing) at cost are passed through only where agreed in advance.

4. Service commitments

We do not publish an uptime percentage, because we would rather commit to something we can stand behind. What we do commit to:

• The agent is available to answer calls continuously, and failures to answer are logged and reviewed.
• Support requests and incidents are responded to within 1 business day of being reported.
• Planned maintenance that could interrupt call handling is scheduled outside business hours wherever possible, and clients are told in advance.
• Where an outage is caused by an upstream telephony or AI provider, we will tell the client what happened and what has been done to reduce the chance of it recurring.

5. Acceptable use

Clients must not use the service, including the public demo:

• To make calls to any person or number without their consent, including unsolicited marketing calls.
• In breach of the Do Not Call Register Act 2006 (Cth), the Telecommunications Act 1997 (Cth), or the ACMA rules on telemarketing and research calls.
• To impersonate a person or business, or to disguise the fact that the caller is speaking with an AI agent.
• To harass, threaten, defraud, or to process unlawful content.
• To attempt to bypass the rate limits or security controls on our systems.

The public demo on our website exists so a business owner can hear the service on their own number. It must not be used to call a number belonging to anyone else. We rate-limit demo calls by phone and IP, log every demo call, and reserve the right to block abusive use immediately.

6. Intellectual property

The platform - the software, agent configurations, prompts, integrations and know-how we build - remains the property of Novara Tech. We grant each client a licence to use it for their business for as long as they remain a paying client.

The client's own material - their business name, branding, scripts, customer records, and the content of their calls - remains the property of the client. We use it only to deliver the service.

Custom software built under a separate engagement is dealt with in the quote or agreement for that engagement.

7. Liability

To the maximum extent permitted by law:

• Our total liability for all claims arising from or in connection with the service is limited, in aggregate, to the fees the client paid to us in the three months immediately before the claim arose.
• We are not liable for indirect or consequential loss, including lost profits, lost revenue, lost business opportunity or loss of data.
• Nothing in these terms excludes, restricts or modifies any consumer guarantee or right that cannot be excluded under the Australian Consumer Law. Where liability can be limited under that law, our liability is limited to resupplying the service or paying the cost of having it resupplied.

The agent is a tool for handling calls. It can make mistakes, and clients remain responsible for their own business decisions, bookings and customer relationships. Clients should review call logs and bookings.

8. Termination

Either party may end the service at any time with 30 days' written notice. There are no exit fees.

• On termination we will stop call handling at the end of the notice period and return the client's call logs, transcripts and recordings in a usable format on request.
• Prepaid fees for the unused portion of a month after termination are not refunded except where required by law, unless we agree otherwise in writing.
• We may suspend or terminate a service immediately for breach of the acceptable use rules in section 5, or for non-payment.

9. Governing law

These terms are governed by the laws of Victoria, Australia. The parties submit to the exclusive jurisdiction of the courts of Victoria and the courts able to hear appeals from them.

10. Contact