Terms of Service

Last updated: 2 October 2026

1. Agreement and Scope

1.1 These Terms govern access to the Frontly AI calling platform, dashboard and related services (“Service”), operated by DemoLabs Pty Ltd (“Frontly”, “we”, “us” or “our”).

1.2 By registering, purchasing or using the Service, you accept these Terms. If acting for an organisation, you confirm that you have authority to bind it. “You” means the subscribing person or organisation.

1.3 These Terms apply to Frontly’s standard plans. Enterprise services are governed by a separate written agreement, which prevails over these Terms wherever they conflict.

2. Service and Support

2.1 Frontly provides AI agents for inbound calls, outbound campaigns and associated business workflows. Available features are described in your selected plan or written agreement.

2.2 Standard plans are self-service and include email support during standard Australian business hours, using AEST or AEDT as applicable. They do not include guaranteed uptime, uninterrupted operation, error-free performance or guaranteed support response times.

2.3 The optional managed-service add-on includes workflow, prompt and knowledge-base changes performed on your behalf, a telephone support line during those hours, an assigned Customer Success Partner and proactive workflow reviews. It does not include an uptime or response-time guarantee.

2.4 The Service depends on telecommunications carriers, AI providers, payment processing, email delivery and other external systems. Their availability, restrictions or changes may affect particular features. Connecting your own third-party account may require you to accept that provider’s terms and maintain its access permissions.

3. Accounts, Setup and Approval

3.1 New subscriptions begin with a seven-day setup and testing period from the commencement date shown at signup. We use this period to configure and test agents, assess agreed integrations and complete relevant business, identity, telephone-number eligibility, security and compliance checks.

3.2 You must provide accurate account information, cooperate with verification requests, supply the information needed for configuration, protect account credentials and promptly report suspected unauthorised access.

3.3 Activation is subject to successful onboarding. We may decline onboarding if required verification is incomplete, an agreed integration cannot reasonably be supported, or the proposed use does not meet the lawful-use and security requirements in these Terms.

3.4 Custom integrations are included only where expressly agreed. Purchasing a standard plan does not guarantee compatibility with every external system.

4. Plans, Billing, Changes, Cancellation and Refunds

4.1 Plans and prices. Your selected plan defines its features, agents, included allowances and usage rates. Current standard plans are published at frontly.com.au/pricing, and your applicable charges are confirmed before purchase.

All prices are in Australian dollars and exclude GST unless expressly stated otherwise. GST is added where applicable.

Annual plans cover a 12-month service term and are paid in full upfront. Monthly plans are billed monthly, with no annual commitment, at a price 20% higher than the monthly equivalent of the annual plan.

Promotional discounts apply only to the amounts, eligibility and duration shown before confirmation. The disclosed standard price applies when a temporary discount ends.

4.2 Initial billing. Your payment method is collected at signup. Monthly set-up fees are charged then; annual subscription fees may also be collected upfront as disclosed at checkout.

No subscription or usage fees are allocated to the initial setup and testing period. The paid service term begins after that period, on the date shown at signup. Monthly subscription fees are first charged when the paid term begins; any prepaid annual fee covers the subsequent annual service term.

If setup or verification requires more time, we will notify you and agree a revised paid commencement date before the paid term begins.

4.3 Set-up fee and onboarding refunds. Monthly plans have a one-off set-up fee of $299 plus GST ($328.90 including GST) to build and configure your agents. Annual plans include setup without a separate fee. Switching from annual to monthly during setup triggers the monthly set-up fee.

If you cancel before setup work begins, we refund the set-up fee. Once work begins, it is non-refundable for change-of-mind cancellation.

If Frontly declines onboarding or cannot provide the agreed service during setup, we refund the set-up fee and any prepaid subscription fees. If you cancel during setup, prepaid subscription fees are refunded, while the set-up fee is treated as described above.

4.4 Included allowances and excess usage. Included call minutes apply to the inbound, outbound or combined services specified in your plan. Front Desk plans use one shared pool for inbound and outbound calls.

Allowances reset monthly from your paid service commencement date, including on annual plans. Unused allowances expire at the end of each monthly cycle, do not roll over, have no cash value and cannot be sold or transferred between accounts, plans or users.

Additional call minutes, chargeable transfers and SMS beyond your inclusions are billed in arrears at the rates applicable when the usage occurs.

Monthly plans include these charges on the next monthly invoice. Annual plans receive separate monthly usage invoices. Outstanding usage after service ends is included on a final invoice.

4.5 Payment methods and invoices. Payments are processed through Stripe by card, BECS direct debit or PayTo. Frontly does not add a payment-method surcharge. Tax invoices are made available through Stripe.

You authorise collection of subscription and usage charges from your payment method on file. Where no payment method is available, separately invoiced usage charges are payable within 14 days of the invoice date.

4.6 Renewals and price changes. Subscriptions automatically renew for the same monthly or annual period unless cancelled or a plan change is scheduled before renewal.

We will notify you before annual renewal and give at least 30 days’ notice of increases to subscription or usage rates. Subscription increases apply from the next renewal. Usage-rate increases apply only to usage after their notified effective date.

You may cancel before a price change takes effect. If a usage-rate increase takes effect during a prepaid term, you may end the affected service before that date and receive a proportional refund for unused prepaid subscription time.

4.7 Changing plans. During setup, changing plans does not restart or extend the setup period. Prepaid subscription payments are adjusted to the selected plan; the monthly set-up fee applies if you switch to monthly billing.

After paid service begins, upgrades take effect immediately and start a new billing period. We charge the new plan fee less a proportional credit for unused paid time on the previous plan. The charge, credit, new allowance and next billing date are shown before confirmation.

Downgrades and annual-to-monthly switches take effect when the current paid period ends. Your existing plan continues until then.

4.8 Cancelling and restarting. Cancel through Config → Billing, or email [email protected] if that function is unavailable. We will confirm cancellation and the service end date.

Cancellation during setup prevents the paid service term from starting. After paid service begins, cancellation stops the next renewal, and service continues until the end of the paid monthly or annual period.

You may withdraw cancellation before service ends without another subscription charge for the same period. Resubscribing after expiry starts a new paid period on the reactivation date, without another initial period free of subscription and usage charges. Any set-up or reconfiguration fee is disclosed before confirmation.

4.9 Refunds after activation. Except for the adjustments expressly described in this section or remedies required by law, change-of-mind cancellations and plan changes receive no refund or credit for unused paid time, included allowances or delivered usage.

If Frontly permanently ends your paid service for reasons unrelated to your breach, we refund unused prepaid subscription time. The same applies if you end the affected service because of a material adverse change notified under these Terms.

Subscription charges continue during suspension caused by your non-payment or material breach, subject to applicable law. For other suspensions, we will provide an appropriate adjustment for paid service that we do not supply.

4.10 Billing errors and disputes. Report suspected billing errors to [email protected] promptly, preferably within 30 days of the invoice date. This requested timeframe does not limit statutory rights.

We will investigate and correct confirmed errors. Refunds are returned to the original payment method where practicable, unless you agree to a credit or another method.

Please contact us to resolve disputed charges. This does not prevent you from exercising rights through your bank, payment provider or applicable law.

5. Telephone Numbers and Calling Coverage

5.1 A telephone number assigned by Frontly is allocated for your exclusive use during your active subscription, subject to carrier requirements and regulatory eligibility. Allocation does not give you permanent ownership of the number.

5.2 We may reclaim an assigned number after account termination or suspension for non-payment, subject to applicable telecommunications obligations.

5.3 Standard outbound plans support Australian telephone numbers. International outbound calling requires a separately agreed Enterprise configuration.

5.4 Frontly is not an emergency calling service. It does not support calls or transfers to 000 or 112 and must not be configured to route calls to those numbers. Emergency workflows should direct callers to contact emergency services using their own telephone.

6. AI Configuration, Accuracy and Human Oversight

6.1 AI responses can be inaccurate, incomplete or fabricated, even when agents are configured correctly. You must review relevant transcripts, booking details and captured information, and promptly correct errors or unintended commitments.

6.2 You are responsible for the accuracy of information and instructions you supply, approving workflows before live use and maintaining appropriate human escalation paths.

6.3 Do not configure AI Agents to impersonate a person or conceal their automated nature.

6.4 The Service must not be relied upon for legal, medical, financial, technical or other professional advice, or as the sole basis for decisions that materially affect a person’s rights, health or finances. Regulated or complex enquiries must be referred to suitably qualified staff.

7. Acceptable Use and Communications Compliance

You are responsible for ensuring your campaigns, contact lists, scripts and instructions comply with applicable laws, including Australian telecommunications, privacy, telemarketing and electronic-marketing requirements.

7.1 Lawful contact. You must have a lawful basis for contacting recipients and retain evidence of any consent or exemption relied upon.

Before telemarketing, check contact lists against the Do Not Call Register within the preceding 30 days unless a valid consent or exemption permits the call. Do not call registered numbers without that consent or exemption.

7.2 Identification and calling hours. Telemarketing scripts must provide the required caller and business identification, explain the purpose of the call and use a valid, enabled calling-line identification number. Required return-contact information must remain available for at least 30 days after the call.

Unless a lawful exception applies, telemarketing calls are permitted only between 9 am and 8 pm on weekdays and 9 am and 5 pm on Saturdays, using the recipient’s applicable local time. They must not be made on Sundays or national public holidays. Research calls must follow the rules applicable to that category.

7.3 Stop requests and messages. End calls promptly when recipients ask to stop or indicate they do not wish to continue. Honour withdrawn consent and maintain suppression lists for future campaigns.

Commercial SMS and email must satisfy applicable consent, sender-identification and unsubscribe requirements.

7.4 Prohibited and harmful use. Do not use Frontly for scams, fraud, impersonation, unlawful harassment, deceptive marketing, unauthorised access, illegal content or evasion of carrier or regulatory controls.

Use must remain reasonable and must not materially disrupt the platform or other customers. Prohibited patterns include abusive automated traffic, spam and attempts to bypass service safeguards. High usage alone is not a breach where it is legitimate and consistent with your plan.

8. Customer Data, Privacy, Recording and AI Training

8.1 Ownership and processing permission. You retain the rights you hold in your contact lists, business information, transcripts, recordings and other content uploaded to or generated through the Service (“Customer Data”).

You authorise Frontly to host, process and transmit Customer Data as needed to provide, secure, maintain and support the Service, and for the limited improvement purposes described below. You must have the necessary rights, notices and permissions for this processing.

8.2 Storage, security and overseas processing. Customer Data is stored on encrypted, Australian-hosted infrastructure. Limited call content is transmitted securely to specialist voice and language-model providers for real-time processing; some providers operate outside Australia.

Those providers are contractually restricted from retaining call content beyond its immediate processing. Australian hosting does not mean all processing occurs within Australia. An Enterprise configuration with processing confined to Australia may be arranged separately.

We handle personal information in accordance with applicable privacy law, including the Australian Privacy Principles where applicable, and our Privacy Policy. We do not sell or lease identifiable Customer Data.

8.3 Data minimisation. Standard plans are intended for limited information such as caller names, telephone numbers and appointment or enquiry details. Do not upload clinical records, legal case files or configure workflows to collect sensitive records without a separately agreed arrangement.

You must keep your privacy notices accurate and collect only information reasonably needed for your business purpose.

8.4 Transcripts and recordings. Calls are transcribed as part of the Service, and transcripts are available through the dashboard after the call.

Audio recording is an optional add-on, disabled by default. When enabled, it applies to every inbound and outbound call on the account; the Service does not offer callers a recording opt-out for an individual call.

Recordings are available for 60 days and then automatically deleted. Other retention and deletion arrangements are described in the Privacy Policy or your written agreement.

You must provide required recording and transcription notices and obtain any consent required by applicable law. A recording announcement alone may not satisfy every legal requirement. If required recording consent is refused or withdrawn, do not continue the recorded conversation; direct the caller to an appropriate alternative contact method.

8.5 Improvement and AI training. Frontly may use genuinely de-identified and aggregated system data for analytics, service improvement and internal AI training. You grant a perpetual, royalty-free permission for those limited uses, provided individuals cannot reasonably be identified.

Identifiable Customer Data will not be used for AI training or disclosed to other customers. It will not be supplied for third-party public-model training without a separately agreed lawful basis and any required consent.

8.6 Your records. You are responsible for exporting records you need before access ends. Account closure does not override legally required retention or the deletion arrangements in the Privacy Policy.

9. Frontly Intellectual Property

9.1 Frontly and its licensors retain all rights in the platform, software, workflow builder, integrations, proprietary configurations, trade marks and related materials, excluding your Customer Data.

9.2 You receive a limited, non-exclusive right to use the Service during your authorised subscription. You must not copy, resell, reverse-engineer or circumvent the Service except where expressly permitted by us or applicable law.

9.3 We may use feedback and suggestions you provide without compensation or an obligation to implement them.

10. Suspension and Termination

10.1 We may restrict, throttle or suspend affected features where reasonably necessary to investigate suspected misuse, address a security risk, comply with law or carrier requirements, protect other customers, or respond to reversed or unpaid payments.

10.2 Where practicable, we will explain the reason, affected services and steps required to resolve the issue, and give you a reasonable opportunity to do so. Urgent action may be taken without advance notice where delay would create a material risk. Raising a billing complaint alone is not grounds for suspension.

10.3 We may terminate an account for a serious or repeated breach, an unresolved material breach after reasonable notice, or where continued service would be unlawful. If we discontinue a service for business reasons, we will give reasonable advance notice.

10.4 Restrictions will be proportionate to the issue. We will restore affected access when the issue is resolved, unless termination or continued restriction is reasonably necessary.

11. Consumer Rights, Liability and Indemnity

11.1 Statutory rights. Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

If the Service fails an applicable consumer guarantee, you may be entitled to rectification, cancellation, a refund or compensation, depending on the circumstances. These rights govern every section and prevail over inconsistent wording.

11.2 Liability limits. Where lawful and fair and reasonable, liability for failure of a consumer guarantee relating to business services may be limited to supplying the services again or paying the cost of having them supplied again.

For other claims, to the extent permitted by law, Frontly is not liable for indirect or consequential loss, including consequential loss of revenue, bookings or reputation. Our total liability is limited to the subscription fees paid for the billing period affected by the claim.

These limitations do not apply to fraud, wilful misconduct, breaches of our confidentiality or privacy obligations, or liability that cannot lawfully be limited.

AI errors and third-party outages do not remove any responsibility Frontly has under applicable law.

11.3 Customer indemnity. To the extent permitted by law, you indemnify Frontly against reasonable losses and legal costs arising from third-party claims caused by your unlawful use, material breach of these Terms or infringement of another person’s rights.

This indemnity applies only to the extent the loss is attributable to your conduct. It excludes losses caused or contributed to by Frontly’s breach, negligence or misconduct, and penalties that cannot lawfully be indemnified.

We will notify you promptly of relevant claims, take reasonable steps to minimise loss and allow you a reasonable opportunity to participate in their defence.

12. Changes, Governing Law and Contact

12.1 We may update these Terms to reflect changes in the Service, law or reasonable business requirements. Material changes will be notified by email or through the dashboard at least 30 days before taking effect, unless earlier action is reasonably required for legal or security reasons.

12.2 Changes do not apply retrospectively to accrued rights or charges. If a material change adversely affects your existing service, you may end the affected service before the change takes effect.

12.3 These Terms are governed by Victorian law. Victorian courts have jurisdiction, without limiting any right you have to use another competent court, tribunal or complaints body.

12.4 If a provision is unenforceable, the remaining provisions continue to apply where they can operate independently.

12.5 For questions, account requests or complaints, contact [email protected].