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Terms of Service

Last updated: May 2026

1. Acceptance of Terms

By accessing or using Frontly ("the Service"), operated by DemoLabs Pty Ltd ("we", "us", "our"), you agree to be bound by these Terms of Service. If you do not agree, do not use the Service.

2. 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.

3. Plans and Billing

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.

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.

4. 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 5 apply.

5. 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 0–7):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.

6. Monthly Call Minutes

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 are charged at the per-minute overage rate published on our pricing page at the time of billing, plus GST. Overage is calculated at the end of each billing cycle and added to the following invoice.
  • 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.

7. Fair Use and Abuse

Use of the Service is subject to reasonable and fair use, irrespective of your monthly minute 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.

8. 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 5 applies to all customers, including those who claimed a promotional discount.

9. ACMA Compliance

You agree to use the Service in compliance with all applicable Australian laws, including the Telecommunications Act 1997 and ACMA regulations. You are responsible for ensuring your use of outbound calling features complies with Do Not Call Register requirements, calling-hour restrictions, caller ID requirements, and consent obligations.

10. Limitation of Liability

To the maximum extent permitted by Australian Consumer Law, DemoLabs shall not be liable for any indirect, incidental, or consequential damages arising from your use of the Service.

11. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Any disputes will be resolved in the courts of New South Wales.

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