Terms of Service.

These terms are an agreement between Office Voice — the trading name of Four Mile Pty Ltd as trustee for the Four Mile Trust, ABN 48 949 885 135 (“Office Voice”, “we”, “us”) — and the business that signs up for an account (“you”, the “tenant”). By creating an account, connecting a field service management platform, or letting Office Voice handle calls on your number, you agree to them.

If you are agreeing on behalf of a company, you confirm you have authority to bind that company. These terms work alongside our Privacy Policy, which is incorporated by reference.

Office Voice is an AI voice product for Australian trades and service businesses. It answers inbound calls, makes outbound calls, and writes the results back to your connected field service management platform — ServiceM8 first, with other platforms added over time. It is software, supplied as a subscription service.

The AI is a tool that acts on your behalf within the configuration you set — your persona, vocabulary, knowledge base, business hours, and approval settings. It is not a substitute for your own professional judgement, and it does not provide legal, financial, or trade advice to your customers beyond what you configure it to say.

You are responsible for the accuracy of the information you give us at signup, for keeping your login credentials secure, and for everything done under your account. Tell us promptly at support@office-voice.com if you suspect unauthorised access.

You must be a business operating lawfully in Australia, the account holder must be at least 18, and the number you connect must be one you are entitled to use.

For calls Office Voice handles on your behalf, you are the data controller for your customers' information and we are your processor. That split carries obligations you accept by using the product:

• You maintain your own privacy policy covering your customers' information. We provide a template; adopting and publishing it is your responsibility.
• You configure the AI's persona, knowledge base, and vocabulary accurately. You are responsible for the factual content the AI relies on — prices, availability, service areas, policies.
• You ensure your use of outbound calling complies with the Do Not Call Register Act and the Spam Act. Office Voice checks the DNCR before every non-exempt outbound call, but you are responsible for the lawful basis of the campaigns you run.
• You do not use Office Voice to harass, deceive, defraud, or make calls that are unlawful, misleading, or prohibited under Australian Consumer Law.

Some compliance behaviour is not configurable, because it is required by law and protects both of us:

• AI and recording disclosure. Every call opens by disclosing that the caller is speaking to an AI and that the call is recorded. This cannot be turned off.
• DNCR checks. Non-exempt outbound calls are checked against the Do Not Call Register first.
• Time-of-day rules.Outbound calling respects permitted contact hours in the customer's timezone.
• Audit logging. AI decisions affecting a customer are logged for the retention periods the law specifies.

Asking us to disable these is not something we can agree to. We can adjust the wording of disclosures to fit your brand, within the bounds of what the law requires.

You agree not to, and not to permit anyone else to:

• Use the product for any unlawful purpose, or in breach of Australian telecommunications, privacy, or consumer law.
• Reverse engineer, scrape, resell, or sublicense the product except as these terms allow.
• Attempt to bypass the compliance behaviour described above, or to make the AI impersonate a human in a way that hides its nature.
• Interfere with the integrity or performance of the service, or probe it for vulnerabilities without our written permission.
• Upload content, vocabulary, or knowledge-base material that is unlawful, infringing, or that you do not have the right to use.

Office Voice connects to platforms you authorise — your field service management system, telephony, and others. Your use of those platforms is governed by your own agreements with them. We are not responsible for their availability, accuracy, or changes to their APIs, and an outage or change on their side may affect the product. We treat the connected field service platform as the source of truth for your job and customer data.

Subscription fees, usage charges, and inclusions are set out on the pricing page and in your account. Fees are in Australian dollars and, where applicable, GST is added and shown separately on your invoice.

• Subscriptions are billed in advance on a recurring cycle. Usage-based charges are billed in arrears.
• Payment is handled by our payment provider. You authorise recurring charges to your nominated payment method.
• We may change pricing with at least 30 days' notice to account holders. Changes take effect at your next billing cycle after the notice period.
• Fees already paid are non-refundable except where required by the Australian Consumer Law or expressly stated otherwise.
• If a payment fails, we may suspend the service after notice until the balance is settled.

Office Voice, including the software, the orchestration and quality systems, the prompts we author, and the brand, is ours and stays ours. We grant you a non-exclusive, non-transferable right to use the product for your business during your subscription.

The content you supply — your persona settings, vocabulary, knowledge base, and the customer data flowing through the product — stays yours. You grant us the licence we need to host, process, and act on it to deliver the service, including the anonymised evaluation-set use described in the Privacy Policy.

How we collect, store, transfer, retain, and delete call recordings, transcripts, and customer data is set out in full in the Privacy Policy. By using the product you authorise the cross-border processing described there, which is unavoidable for the AI to function.

On account closure, we retain and delete data according to the retention schedule in the Privacy Policy. You can export your data before closing your account.

We work to keep Office Voice available and reliable, but we do not promise uninterrupted service. The product depends on third-party telephony, voice, language-model, and hosting providers, and on the field service platform you connect. We may carry out maintenance, and we will give reasonable notice of planned downtime where we can. Live status is on the status page.

Nothing in these terms excludes, restricts, or modifies any guarantee, right, or remedy you have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) that cannot lawfully be excluded. Our services come with guarantees that cannot be excluded under that law.

Where we are permitted to limit our liability for a failure to meet a consumer guarantee, our liability is limited, at our option, to resupplying the service or paying the cost of having it resupplied.

Subject to the Australian Consumer Law section above and to the extent permitted by law:

• The product is supplied “as is”. The AI can make mistakes — mishear, misunderstand, or produce an incorrect response. You are responsible for the configuration that guides it and for reviewing the outcomes it surfaces.
• We are not liable for indirect, incidental, special, or consequential loss, or for loss of profits, revenue, goodwill, or data.
• Our total aggregate liability arising out of or in connection with these terms is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

You agree to indemnify us against claims, losses, and costs arising from your breach of these terms, your misuse of the product, the content you supply, or your failure to meet your own obligations as the data controller — including a failure to maintain a compliant privacy policy or to run outbound campaigns lawfully.

You can cancel your subscription at any time from your account; cancellation takes effect at the end of your current billing cycle. We may suspend or terminate your access if you materially breach these terms, if required by law, or if your use poses a risk to the service or to other customers — with notice where it is reasonable to give it.

On termination, your right to use the product ends. Provisions that by their nature should survive — fees owed, intellectual property, disclaimers, limitation of liability, indemnity, and governing law — survive.

We will revise these terms as the product and the law change. Material changes are notified to account holders by email at least 30 days before they take effect. Continuing to use the product after that means you accept the revised terms. The effective date at the top of this page records the most recent revision.

These terms are governed by the laws of Queensland, Australia. You and we submit to the non-exclusive jurisdiction of the courts of Queensland and the Commonwealth courts that sit there.

Questions about these terms: support@office-voice.com, or see the Support page. Privacy questions go to privacy@office-voice.com.