Terms of Service

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or changes those rights. Where a term below says there is no refund, it does not apply to a refund or remedy the Australian Consumer Law gives you.

You are responsible for the accounts you connect and the people you invite. Keep your credentials secure, and turn on two-step sign-in. You must have the authority to connect any Facebook Page, Instagram account, ad account, WhatsApp number, Google or Microsoft calendar, Stripe account or Xero organisation you link, and to message the customers you contact.

There are four plans. Prices are in Australian dollars and include GST. Paying yearly costs the same as ten months.

• Every user gets their own booking calendar. Shared calendars are extra calendars for things such as a room, a vehicle or a team.
• On Starter and Pro, each user over the number included costs A$10 a month. Scale includes 50 users; for more, talk to us. On Free, upgrade for more users.
• Extra phone numbers cost A$35 a month on Starter and Pro, and A$25 a month on Scale.
• Optional add-ons: AI Messaging on Starter for A$35 a month (included on Pro and Scale), and a custom voice on any paid plan for A$29 a month, with calls spoken in that voice using 35¢ a minute from your credit.
• When you reach a plan limit, you can't add more until you upgrade or remove some. Nothing you already have is deleted.
• What each plan includes is listed on our pricing page. If we remove a feature from your plan, we will tell you at least 30 days before.

• Free is never charged, and it never turns into a paid plan by itself. You only pay if you choose a paid plan.
• Free includes contacts, the conversations inbox and online booking, with up to 500 booking emails a month (confirmations, reminders and receipts) sent from an AE One address, and 100 MB of files. Booking pages show “Powered by AE One”. Free has no usage credit, and credit can't be bought on Free.
• Voice Agent test drive. If you add a card to a Free account, you can talk to a Voice Agent in your browser for up to 10 minutes in total, within 30 days of adding the card, with up to 5 minutes a call. No phone number is issued and your card is not charged. There is one test drive per business.
• If nobody signs in to a Free account for 90 days, we may pause it. We will email the account owner before we delete a paused account and its information, so you can sign in or export first.

• Paid plans are billed in advance, monthly or yearly, through Stripe, to the card you save. Your plan renews and your card is charged automatically at the start of each billing period until you cancel.
• We send an invoice for each payment.
• If we change a plan's price, we will tell you at least 30 days before it applies to you. It applies from your next renewal.
• If a payment fails, we retry it and email you. If it still isn't paid, your workspace is paused until it is. Your information is kept while it is paused.

• Each paid plan includes a usage credit in dollars every billing month: A$100 on Starter, A$240 on Pro, A$500 on Scale. This applies on yearly plans too.
• Voice Agent minutes, texts, emails and AI features are charged to the credit at the prices on our pricing page. Calls are charged per started minute.
• Unused monthly credit does not carry over to the next month.
• We email you when you have used 80% and 100% of the month's credit. Every charge is listed in Settings → Usage.

• You can buy extra credit on a paid plan: pay A$50 for A$50, pay A$100 for A$103, pay A$250 for A$260 of credit. Bought credit is used after the month's credit runs out, and it carries over from month to month.
• Bought credit does not expire while you are on a paid plan. If your paid plan ends, any bought credit left lapses 12 months later unless you choose a paid plan again before then.
• Auto top-up is on by default on paid plans. When the month's credit and any bought credit have run out, we charge your saved card A$50 and add that credit, and email you each time. Auto top-ups are limited to A$200 in a calendar month (Sydney time).
• You can turn auto top-up off, or back on, at any time in Settings → Billing. We show this when you choose a paid plan.
• If auto top-up is off, your card is declined, or you reach the A$200 limit, paid usage pauses once your credit runs out: texts, emails and AI features stop, and calls go to voicemail instead of the Voice Agent. It starts again when you buy credit, turn auto top-up on, update your card, or your next month's credit arrives.
• Usage is counted shortly after it happens, so your balance can go a little below zero before usage pauses. That amount is taken from your next top-up or monthly credit.
• Credit has no cash value. It can't be transferred to another business or refunded, except where the law requires.

• You can cancel at any time in Settings → Billing. Cancelling stops the next renewal.
• Monthly plans: your plan runs to the end of the month you have paid for. Your account then moves to the Free plan, with Free's limits. It is not locked, and your information is not deleted.
• Yearly plans: there is no refund for the unused part of the year. You keep everything on your plan until the end of the year you paid for, and the plan is then not renewed.
• Payments for plans, add-ons and credit are not refunded for change of mind or for time or credit you didn't use.
• When you change plan, the change and any amount owing or credited for the part period is shown before you confirm.

• Follow Meta's Platform Terms, messaging policies, and advertising policies for any connected account.
• Only send marketing emails and texts to people who have agreed to receive them, identify your business in them, and honour unsubscribes and STOP replies, as the Spam Act 2003 (Cth) requires. AE One adds an unsubscribe link and opt-out wording to marketing messages, but consent is yours to obtain and keep.
• Do not use AE One to send spam, deceptive content, or anything unlawful.

• Every call the Voice Agent answers opens by telling the caller they are speaking with an AI assistant and that the call is transcribed. You must not use the Voice Agent, or any AI feature, to hide that someone is dealing with AI.
• We keep a written transcript and summary of each call, and voicemails, in your account. You can set how long they are kept. You are responsible for making sure your use of the Voice Agent, including the call announcement and keeping transcripts, meets the laws that apply to your business in each state and territory you take calls from.
• The Voice Agent is not an emergency service and does not give medical, legal or financial advice. It directs callers describing an emergency to 000.
• AI can make mistakes. Check the bookings, messages and summaries it creates, and keep the information it relies on (your services, hours and instructions) up to date. You are responsible for the messages sent and calls answered on your behalf.

If you are a health business, you are responsible for your obligations as a health service provider, including how you collect, use and keep health information and patient records. AE One provides tools to help (restricted access to clinical records, required two-step sign-in, access logs), but does not make those decisions for you.

Where you use AE One to manage ads, spend-affecting actions require your explicit confirmation and are recorded. You are responsible for the budgets you set and the amounts Meta charges you. Per-account spend caps you configure are enforced before any budget change is sent to Meta.

Card payments you take from your own customers go through your own connected Stripe account. Refunds and disputes on those payments are between you and your customer.

Our handling of personal information is described in our Privacy Policy, and the service providers we use are listed on our sub-processors page. You decide what information you collect about your customers and what it is used for; we handle it on your behalf to provide the service. Your information stays yours: you can export your contacts, and you can ask us to delete your workspace and its information.

If you connect a Google Calendar, AE One uses the access you grant only to check your busy times and to add, update and remove the events for your bookings. How we handle that Google user data, and how to disconnect, is set out in the “Google user data” section of our Privacy Policy. You can remove AE One's access at any time from AE One or from your Google account.

We work to keep AE One available but do not guarantee uninterrupted service. To the extent permitted by law, our liability is limited to the fees you paid us in the three months before a claim. This does not limit your rights under the Australian Consumer Law, including, where the law allows us to limit it, our liability for a failure to meet a consumer guarantee to supplying the service again or paying the cost of having it supplied again.

We may update these terms. We will tell you about a material change in the app or by email at least 30 days before it applies. These terms are governed by the laws of New South Wales, Australia. Questions: support@aeone.au.