Terms of Service

Last updated: 16 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 Starter, Standard and Pro plans. An accepted Pro quote or separate written agreement prevails only where it expressly varies these Terms. Enterprise services are governed by a separate written agreement.

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 Support and service levels. Starter and Standard include email support during our published business hours. Pro support is specified in your accepted quote. Starter, Standard and Pro do not include a contractual service-level agreement, guaranteed uptime, response latency, support response or resolution times, or service credits unless expressly included in your accepted quote or separate written agreement. Clause 11.1 remains unaffected.

2.3 If purchased, the managed-service add-on includes telephone support during our published business hours, an assigned Customer Success Partner and proactive reviews of your workflows with recommendations, within the scope agreed before purchase. You remain responsible for making changes to your workflows, prompts and knowledge base. It does not include guaranteed workflow outcomes, uptime or support response times unless expressly agreed.

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 Your paid service term begins on the commencement date shown at signup or in your accepted quote. Starter and Standard setup covers phone-number allocation and activation. Pro setup is specified in your accepted quote.

3.2 You must provide accurate account and verification information, cooperate with required checks, protect your account credentials and promptly report suspected unauthorised access.

3.3 Phone-number activation is subject to completion of the required verification and validation checks and compliance with applicable Australian telecommunications regulatory requirements, including business and phone-number eligibility requirements.

3.4 Included integrations are specified in your plan or accepted quote. Custom integration work is included only where expressly agreed in writing. Compatibility with every external system is not guaranteed.

3.5 Self-service configuration. Starter and Standard include a prebuilt general business receptionist workflow and email support for using the Service. You are responsible for customising your business information, configuring and testing workflows before live use, and maintaining them afterwards. Pro configuration and implementation inclusions are specified in your accepted quote. Bespoke workflow design, implementation and ongoing management are included only where expressly stated in your purchased service or separately agreed in writing. Clause 11.1 remains unaffected.

3.6 Workflow assistance and deliverables. Unless expressly included in your purchased plan, add-on, accepted quote or separate written agreement, workflow assistance does not include bespoke development, ongoing consulting, repeated testing and refinement, or responsibility for achieving your business objectives. Discussing requirements, reviewing a workflow or assisting with configuration does not, by itself, create an obligation to deliver a completed implementation or continue work until you approve the outcome. Any additional work, fees, deliverables and acceptance criteria must be agreed in writing before that work begins.

4. Plans, Billing, Changes, Cancellation and Refunds

4.1 Plans and prices. Your selected plan defines its features, agents, included allowances and usage rates. Available plans are published at frontly.com.au/pricing, and your applicable charges are confirmed before purchase. Add-on features can be managed through your Frontly dashboard.

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

Subscriptions renew monthly, with no fixed-term commitment unless expressly agreed in writing. A “paid cycle” is the subscription period between the billing dates shown at checkout or in your billing dashboard; its length may vary. Pro pricing, allowances and setup are specified in your accepted quote.

Promotional offers. We may make a promotional offer, such as an offer code, that reduces or waives a setup fee, discounts subscription fees, or changes when a payment is first taken, including a trial period. An offer applies only to the eligibility, amounts, payment dates and duration disclosed before purchase. If an offer includes a trial period, its length, the date of your first payment and the price that applies after it are disclosed before purchase. When an offer ends, the disclosed standard price applies.

4.2 Initial billing. Your payment method is collected at signup. Unless a promotional offer disclosed before purchase or your accepted quote states otherwise, any setup fee and your first subscription fee are charged then, as disclosed at checkout. We will notify you if phone-number activation is delayed.

4.3 Setup fee and activation refunds. Starter and Standard have a one-off setup fee for phone-number allocation and activation, disclosed before purchase. Pro setup fees are specified in your accepted quote.

If Frontly declines phone-number activation because you do not meet the eligibility and verification requirements in clause 3.3, we fully refund your setup fee and all subscription fees paid.

Otherwise, setup and subscription fees are non-refundable, including for change-of-mind cancellation, except for adjustments under this section or refunds required by law.

4.4 Included allowances and excess usage. Included call minutes apply to the inbound, outbound or combined services specified in your plan.

Included allowances reset at the start of each paid cycle, including a new cycle started by an upgrade under clause 4.7. Unused allowances expire at the end of the cycle, do not roll over, have no cash value and cannot be transferred.

Call usage beyond your inclusions, chargeable transfers and SMS are billed in arrears at the rates applicable when used. Usage measurement and rounding rules are disclosed before purchase.

Minute packs add the stated minutes to the current paid cycle. Each pack is charged in full when activated and renews monthly until switched off. Pack renewal dates and minute-expiry dates are disclosed before activation. Switching a pack off stops its next renewal. Unused pack minutes do not roll over.

Charges billed in arrears appear on your next invoice. Outstanding usage after your subscription ends is included on a final invoice.

4.5 Payment methods and invoices. Payments are processed through Stripe using the payment methods available at checkout. Frontly does not add a payment-method surcharge. Tax invoices are made available through Stripe.

You authorise us to collect disclosed subscription and usage charges through your selected payment method, subject to any applicable payment mandate. 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 at the end of each paid cycle unless cancelled. Scheduled plan changes take effect under clause 4.7.

We give at least 30 days’ notice of increases to subscription or usage rates. Subscription increases apply from the first renewal on or after the notified effective date, following the full notice period. Usage-rate increases apply only to usage after their notified effective date and the full notice period.

You may cancel before an increase takes effect. If a usage-rate increase takes effect during a paid cycle, you may end the affected service before that date and receive a proportional refund for the unused part of that cycle.

4.7 Changing plans. Any change to your charges is shown before you confirm a plan change.

Upgrades take effect immediately and start a new paid cycle. We charge the new plan fee less a proportional credit for unused subscription time on your previous plan. The charge, credit, new allowance and next billing date are shown before confirmation.

Downgrades take effect at the next renewal. 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 stops the next renewal. Your subscription remains active until the end of the paid cycle unless it ends earlier under these Terms or applicable law.

You may withdraw cancellation before your subscription ends without another subscription charge for the same paid cycle. Resubscribing after expiry starts a new paid cycle on the reactivation date. Any setup or reconfiguration fees are disclosed before you confirm.

4.9 Refunds and service adjustments. Except for adjustments under this section or remedies required by law, change-of-mind cancellations and plan changes receive no refund or credit for unused subscription time, allowances or usage already supplied.

If Frontly permanently ends your subscription for reasons unrelated to your breach, or you end the affected service because of a material adverse change under clause 12.2, we refund the unused prepaid subscription time for the affected service.

Subscription charges continue during suspension caused by your non-payment or material breach while your subscription remains active, subject to applicable law. For other suspensions, we provide an appropriate adjustment for paid service not supplied.

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 release or reallocate an assigned number after account termination or suspension for non-payment, subject to applicable telecommunications obligations and porting rights. Where practicable, we will notify you before release.

5.3 Outbound campaigns on Pro 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.

5.5 Number porting. You may request to port an eligible number into or out of Frontly, subject to carrier requirements and applicable law. We disclose any Frontly charges before proceeding. If you wish to keep your assigned number, request porting before your subscription ends; cancelling does not automatically port the number.

6. AI Configuration, Accuracy and Human Oversight

6.1 AI accuracy and human review. AI responses and actions may be inaccurate or incomplete. You are responsible for reviewing important information, bookings and commitments before relying on them, and maintaining appropriate human oversight.

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 Your agents must identify themselves as automated or AI assistants and must not impersonate a real person.

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.

6.5 Operational outcomes. Except as expressly agreed in writing and subject to clause 11.1, Frontly does not guarantee that an AI agent will capture every requested detail, follow every instruction on every call, resolve every enquiry independently, eliminate human follow-up or achieve a particular staffing, workload, revenue or other business outcome. You remain responsible for testing workflows against your requirements, deciding when to deploy them and maintaining appropriate human oversight. This clause does not reduce Frontly’s obligation to supply the features and services purchased or meet its obligations under applicable law.

7. Acceptable Use and Communications Compliance

You are responsible for ensuring your campaigns, contact lists, scripts and instructions comply with applicable telecommunications, privacy, telemarketing and electronic-marketing laws. This does not remove any obligation Frontly has under applicable law.

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 immediately 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, knowledge-base content, workflow content, 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 in clause 8.5. You must have the necessary rights, notices and permissions for this processing.

8.2 Storage, security and overseas processing. Call transcripts and recordings are stored on encrypted, Australian-hosted infrastructure. Other personal information, including billing and website data, is handled as described in our Privacy Policy.

Call content is securely transmitted to specialist voice and language-model providers for real-time processing. Some providers operate outside Australia and are contractually restricted from retaining call content beyond its immediate processing. Australian storage 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. Starter, Standard and Pro are intended for routine business and appointment information. Do not upload detailed clinical records, legal case files or other sensitive records, or configure workflows to collect payment-card details or authentication credentials, unless expressly agreed in writing with suitable security and compliance arrangements.

Collect only information reasonably needed for your business purpose, discourage unnecessary sensitive disclosures and keep your privacy notices accurate.

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. Callers cannot opt out of recording for an individual call.

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

You must provide required recording and transcription notices and obtain any consent required by law. A recording announcement alone may not satisfy every legal requirement. Configure agents to end the recorded conversation and provide an alternative contact method if required recording consent is refused or withdrawn.

8.5 Improvement and AI training. We may use de-identified and aggregated system data for analytics, service improvement and internal AI training, including after your subscription ends, only where individuals cannot reasonably be identified. We do not attempt to re-identify that data.

We do not use identifiable Customer Data for internal AI training or disclose it to other customers. We do not permit third-party model training on Customer Data unless separately agreed in writing with a 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 retention and deletion arrangements in our 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 it takes effect and receive a refund of unused prepaid subscription time under clause 4.9.

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].