Terms of Service

About these terms

These terms are an agreement between Arcane Solutions (ABN 86 906 679 905), referred to as "we", "us" or "our", and the business engaging us, referred to as "you".

They apply together with your written proposal or quote (the Proposal). If the Proposal and these terms differ, the Proposal applies. You accept these terms by approving a Proposal, paying a deposit, or starting a trial.

Our services

We design, build and run:

• AI systems, such as AI receptionists, instant reply, missed call text back, lead qualifying and booking.
• Automation of quoting, follow up, admin and reporting.
• Consulting on where AI and automation fit a business.
• Websites built to turn visitors into enquiries.

The exact scope, deliverables and timeline for your work are set out in your Proposal. Anything outside that scope can be quoted separately.

Free trials

Where we offer a free trial, it is provided at no cost and with no obligation to continue. At the end of the trial you can go ahead under a Proposal or stop, and we will switch the system off and delete any data it collected.

Fees and payment

• Setup fees: 50% is payable to start the work, and the remaining 50% when the system or website goes live.
• Monthly fees: billed monthly in advance from the go-live date. They cover the phone number, AI usage, normal call and message volume, hosting, monitoring and ongoing tuning, as listed in your Proposal.
• No per call or per minute charges apply for normal use. If your usage is ever well above normal, we will talk to you before any change is made. Nothing changes without your agreement.
• Invoices are payable within 7 days. If GST applies, it will be shown on your invoice.
• If a monthly payment is more than 14 days overdue, we may pause the service after giving you notice.

Term and cancellation

• Monthly services run month to month. There is no lock-in contract.
• You can cancel at any time by giving 30 days written notice. Email is fine.
• Setup fees cover work already done and are not refundable once work has started, except where required by law.
• We may end a service with 30 days notice, or immediately if these terms are seriously breached.
• When a service ends, we switch it off, help you redirect your phone number, and delete stored call data within 7 days, confirming this in writing.

Your responsibilities

• Give us accurate information about your services, prices and policies, and tell us when anything changes.
• Review and approve the information your AI system works from before it goes live.
• Read call summaries and act on the leads and messages passed to you.
• Meet your own legal obligations, including privacy. If you are covered by the Privacy Act, your privacy policy should mention that you use an AI assistant and that some data is stored overseas.
• Use our services lawfully and not for spam or misleading conduct.

How our AI systems work, and their limits

Our AI systems answer only from the information you approve. They tell callers they are speaking with an automated assistant, and anything they cannot answer is passed to you.

AI is very capable but not perfect. It can occasionally misunderstand a caller or give an incomplete answer. We reduce this through testing, call review and tuning, and we fix reported errors promptly, usually the same day. Our systems:

• do not give medical, legal or financial advice;
• are not an emergency service and will direct urgent matters to you or to 000;
• are not a replacement for your professional judgement.

Third party platforms

Our services rely on third party providers for phone, SMS, AI processing, calendars and hosting. We choose them carefully and monitor our systems, but we cannot guarantee uninterrupted service where an outage is caused by one of those providers. If an outage occurs, we will tell you and restore the service as quickly as we can.

Data and privacy

Data collected by your system belongs to you. We handle it only on your behalf and under your instructions, as set out in our Privacy Policy. We never sell it and never use it to train AI models. Call recording is off unless you ask for it.

Intellectual property

• Websites: once paid in full, you own the website design and content we create for you, and your domain.
• Your content: your logo, photos, prices and business information remain yours.
• Our systems: the methods, templates, prompts, workflows and configurations we use to build AI systems remain ours. You have the right to use them for as long as your service is active.

Confidentiality

Both of us will keep the other's confidential information private and use it only for the purpose of the engagement. We will not name you as a client or use your results publicly without your permission.

Australian Consumer Law

Nothing in these terms excludes, restricts or changes any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

Liability

To the extent permitted by law:

• our total liability for any claim relating to our services is limited to the fees you paid us in the three months before the claim arose;
• we are not liable for indirect or consequential loss, including lost profits, lost bookings or loss caused by inaccurate information you provided;
• where our liability under the Australian Consumer Law can be limited, it is limited to supplying the services again or paying the cost of having them supplied again.

Changes to these terms

We may update these terms from time to time. We will give you at least 30 days notice of any change that affects an active service. If you do not agree to the change, you can cancel before it takes effect.

Governing law

These terms are governed by the laws of Queensland, Australia. Both of us agree to try to resolve any dispute in good faith by talking first, before taking any formal step.