Terms of Service

Last updated: July 8, 2026

Welcome to Frontly. These Terms of Service (the "Terms") govern your access to and use of the Frontly AI front desk platform, including our inbound and outbound AI agents, dashboard, and related services (collectively, the "Service"), operated by DemoLabs Pty Ltd ("we", "us", "our"). By registering for an account, signing a commercial agreement, or using the Service, you agree to be bound by these Terms. If you are accepting these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms. If you do not agree, do not use the Service.

1. Description of Service

Frontly is an AI calling platform that answers inbound calls and runs outbound campaigns on behalf of Australian businesses. The Service is provided on a subscription basis. Current plan options and rates are published at https://www.frontly.com.au/pricing.

2. Subscriptions, Invoicing, and Payment

2.1 Subscription terms. Frontly is provided on a subscription basis. Your specific inclusions (for example, call minutes, AI agents, and SMS limits) are defined in your selected plan or direct commercial agreement.

2.2 Billing options. Each self-serve Frontly plan is offered on two billing options:

• Yearly plan: paid in full upfront for a 12-month service term. The yearly plan auto-renews at the end of the term at the then-current standard yearly rate. You may opt out of auto-renewal at any time by emailing [email protected] before the renewal date. Opting out cancels the next renewal but does not refund the current term.
• Monthly plan: billed monthly at a rate 20% higher than the equivalent yearly plan, with no long-term commitment. You may cancel any time and your subscription will remain active until the end of the current billing month. Cancellation does not refund the current month.

2.3 Prices and GST. All listed prices are AUD and exclude GST. The Service is subject to Australian GST at 10% which is added at checkout. Australian GST-registered businesses can claim the GST as an input tax credit. There is no setup fee.

2.4 Usage and delta charges. Any usage exceeding your plan's base inclusions (such as additional call minutes or SMS messages) is calculated at the end of each calendar month and billed in arrears as a supplementary invoice. You authorise Frontly to charge these delta fees to your payment method on file. Where no payment method is on file, delta fees will be invoiced monthly in arrears and are payable within 14 days of the invoice date. Per-unit overage rates are those published on our pricing page at the time of billing, plus GST.

2.5 Telecommunications number allocation. When Frontly assigns a specific phone number (SIP) to your account, this number is leased to you for your exclusive use for the duration of your active subscription. Frontly reserves the right to reclaim the number if your account is terminated or suspended for non-payment.

3. Charging Window and First Payment

When you sign up, your card is collected and your account is reserved immediately. The first payment is processed seven (7) days after sign-up. This window allows our team to provision and verify your AI front desk before billing begins; it is not a free trial. From the moment your card is on file you are a Frontly customer and the cancellation and refund terms in section 4 apply.

4. Cancellations and Refunds

Frontly does not issue refunds on any plan. Cancellation stops future billing only; payments already processed are not refundable.

• Cancellation during the 7-day charging window (Day 0 to 7):your card is not charged and your subscription is voided.
• Yearly plan cancellation after Day 7: cancellation stops the next yearly renewal. The current 12-month term has been paid in full upfront and is non-refundable, including where the customer ceases to use the Service before the end of the term. The Service remains available to you for the remainder of the paid term.
• Monthly plan cancellation after Day 7: cancellation stops the next monthly renewal. The current billing month has been paid and is non-refundable. The Service remains available to you for the remainder of the paid month.

Nothing in this section limits any rights you may have under the Australian Consumer Law that cannot be excluded.

5. Included Monthly Minutes and Usage

Each Frontly plan includes a monthly allowance of call minutes (the "Included Monthly Minutes"). The allowance for each plan is set out on our pricing page.

• Scope. Included Monthly Minutes count toward whatever the plan covers (inbound calls, outbound calls, or both) as described on the pricing page.
• Reset. The allowance refreshes at the start of each billing cycle.
• No rollover. Any unused Included Monthly Minutes expire at the end of the billing cycle in which they were issued and do not carry over to the next.
• No cash value, non-refundable, non-transferable. Included Monthly Minutes are a measure of service usage, not a stored-value or prepaid balance. They have no cash value, are not refundable in full or in part if unused, and may not be sold, assigned, or transferred between accounts, plans, or users.
• Overage. Calls beyond the Included Monthly Minutes, and any SMS messaging beyond your plan's inclusions, are charged at the per-unit overage rate published on our pricing page at the time of billing, plus GST, and are billed in arrears under section 2.4.
• Cancellation or downgrade. On cancellation, downgrade, or termination, any remaining Included Monthly Minutes are forfeited immediately and no refund or credit is due.
• Outbound coverage. Outbound calling on Frontly's standard tiers is limited to Australian phone numbers. International outbound is available on Frontly Enterprise as a custom configuration.

6. AI Outputs, Accuracy, and Liability

6.1 The nature of generative AI. Frontly uses artificial intelligence to facilitate dynamic conversations. You acknowledge that AI systems are probabilistic. While configured to your instructions, the AI generates responses autonomously and may occasionally produce outputs that are inaccurate, incomplete, or fabricated ("hallucinations").

6.2 Sole responsibility for review. Frontly is a conversational interface, not an automated decision-making system. You are solely responsible for reviewing transcripts, booking details, and data captured in your dashboard, and for promptly correcting any errors or incorrect commitments the AI makes on your behalf.

6.3 No professional advice. The AI must not be relied upon to provide technical, legal, medical, financial, or other professional advice. If your business operates in a regulated industry, you must configure workflows to defer complex inquiries to human staff.

6.4 End-user transparency. You are responsible for ensuring that callers are adequately informed they are interacting with an artificial intelligence system, in compliance with applicable laws.

7. Acceptable Use and Telecommunications Compliance

You are solely responsible for ensuring that all calls made or received using Frontly comply with Australian telecommunications and privacy laws, including the Telecommunications Act 1997 (Cth), the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth), and applicable telemarketing industry standards and ACMA regulations.

• 7.1 Outbound consent. You must not conduct unsolicited telemarketing without a lawful basis. You warrant that you have obtained express or valid inferred consent from every individual whose number you upload for outbound campaigns.
• 7.2 Do Not Call Register. Unless you have express consent or a legal exemption, you warrant that all outbound contact lists have been washed against the Do Not Call Register within the preceding 30 days.
• 7.3 Caller identification. Your outbound AI scripts must explicitly state your registered business name or identifiable trading name at the beginning of the call.
• 7.4 Permitted calling hours. Outbound telemarketing calls must adhere to ACMA permissible hours: no calls before 9:00 AM or after 8:00 PM on weekdays; before 9:00 AM or after 5:00 PM on Saturdays; or at any time on Sundays and national public holidays.
• 7.5 Emergency services. Frontly is not a replacement for traditional telecommunications services. The Service does not support, and must not be configured to route calls to, emergency services (000 or 112).
• 7.6 Fair use. Use of the Service is subject to reasonable and fair use, irrespective of your monthly allowance. Frontly reserves the right to review usage patterns that may impact service quality, carrier compliance, or platform sustainability, including excessive automated traffic, spam, abusive callers, high-risk content, and non-human usage. Where such patterns are identified we will contact you in good faith to understand the use case before taking action; in cases of clear abuse, telecom-policy breach, or risk to other customers' service quality, we may rate-limit, throttle, suspend, or terminate calling on the affected number(s) with reasonable notice.
• 7.7 Indemnity. You fully indemnify Frontly against any claims, fines (including ACMA penalties), damages, or legal costs arising from your breach of telecommunications laws or this Acceptable Use section. We reserve the right to immediately suspend outbound capabilities if a violation is suspected.

8. Customer Data, Privacy, Security, and AI Training

8.1 Ownership of Customer Data. You retain all rights to the contact lists, recordings, and business information uploaded or generated through Frontly ("Customer Data").

8.2 Data storage and overseas processing. Customer Data is stored in Australia on Australian-hosted, encrypted infrastructure. To deliver real-time voice answering and AI conversation, limited call content (such as what a caller says during a call) is transmitted to specialist voice and language-model providers, some of which are located outside Australia, solely for immediate processing. This transmission is encrypted, and those providers are contractually prohibited from retaining or storing your data. We collect only limited personal information through the Service, typically a caller's name and phone number together with appointment or enquiry details, and we do not require or process sensitive records such as clinical or legal case files. This handling is conducted in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, including APP 8 (cross-border disclosure). Australian data residency, where all processing occurs within Australia, is available to Enterprise customers on request.

8.3 Privacy compliance. Frontly processes Customer Data in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We will never sell or lease your identifiable Customer Data to unauthorised third parties.

8.4 Call recording. In jurisdictions requiring all-party consent for recording, you are responsible for ensuring your AI greeting includes a compliant recording disclosure (for example, "This call is recorded for quality purposes").

8.5 AI training and aggregated data. To improve our AI models, you grant Frontly a perpetual, royalty-free right to use anonymised and aggregated system data.

8.6 Strict anonymisation. Before any Customer Data is used for internal AI training, it undergoes a rigorous de-identification process to remove all personally identifiable information. Your identifiable data will never be exposed to other users or injected into third-party public models without your consent.

9. Intellectual Property

9.1 Frontly property. Frontly, DemoLabs, and their licensors own all intellectual property rights in the Service, including the platform, software, AI configuration, workflow builder, voice and model integrations, trade marks, and all related materials. Except for the limited right to use the Service in accordance with these Terms, no rights are granted to you.

9.2 Your content. You retain ownership of your Customer Data and any content you upload to or generate through the Service, as set out in section 8.

9.3 Licence to operate. You grant Frontly a limited, non-exclusive licence to host, process, and transmit your Customer Data only as needed to provide, maintain, and support the Service. You warrant that you have all rights and consents necessary to provide the Customer Data and to authorise this processing.

9.4 Feedback. If you provide feedback or suggestions about the Service, we may use them without any obligation or compensation to you.

10. Third-Party Services

The Service relies on third-party providers, including telecommunications carriers, voice and language-model providers, our payment processor (Stripe), and email delivery services. We are not responsible for the acts, omissions, availability, or outages of third-party providers, and your use of certain features may be subject to those providers' terms. Where overseas providers process call content, we use agreements that restrict storage as described in section 8.

11. Promotional Discounts

From time to time we offer promotional discount codes (e.g. "MAY50"). Most promotional codes apply only to the Yearly plan because the 12-month commitment underwrites the discount. Codes are valid only within the date range published at the time of redemption. Promotional pricing applies for the duration specified by the code (e.g. "50% off first 3 months"); after that period, the standing rate applies for the remainder of the contract term. The no-refund policy in section 4 applies to all customers, including those who claimed a promotional discount.

12. Australian Consumer Law and Limitation of Liability

12.1 Consumer guarantees. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in these Terms limits or excludes any guarantees, warranties, representations, or conditions implied or imposed by law, including the ACL.

12.2 Limitation of liability. To the maximum extent permitted by law, Frontly disclaims all liability for any indirect, special, or consequential damages, including lost revenue, lost bookings, or reputational damage, arising from the use of the Service or reliance on AI outputs. Our total liability for any claim under these Terms is strictly limited to the re-supply of the Service or the refund of the subscription fees paid for the affected period.

12.3 Service availability. The Service is provided "as is". We do not guarantee uninterrupted or error-free operation and give no uptime, availability, or service-level guarantee or assurance. Support is provided during standard Australian business hours (AEST/AEDT).

13. General Provisions

13.1 Governing law. These Terms are governed by the laws of Victoria, Australia. You submit to the exclusive jurisdiction of the courts located in Victoria for the resolution of any disputes.

13.2 Modifications. We reserve the right to modify these Terms at any time. We will notify you of material changes via email or through the dashboard. Continued use of the Service constitutes acceptance of the modified Terms.