AI Call Answering Agent
Felicity Global
AI Call Answering Agent Terms and Conditions V3.1
1. Your Agreement
These Terms and Conditions apply to Felicity Global’s AI Call Answering Agent and any included website text chatbot.
Your agreement consists of your accepted service agreement, these Terms and Conditions and Call Plan A, using the versions provided before acceptance.
If these documents conflict, your signed service agreement takes priority, followed by Call Plan A and these terms.
2. Our Service
Your AI agent answers your office number after hours, during busy periods or throughout the day, according to your approved settings.
Agreed features include answering business questions, capturing leads, booking appointments, transferring calls, escalating urgent requests and providing call summaries.
CRM updates*, email, SMS and other integrations depend on the scope agreed before activation.
Additional work or charges require your written approval.
3. Plans and Pricing
Month-to-Month
$245 per month, plus a $99 setup fee.
6-Month Agreement
$245 per month with no setup fee.
Includes a website text chatbot.
Minimum subscription fees: $1,470.
12-Month Agreement
$199 per month with no setup fee.
Includes a website text chatbot.
Minimum subscription fees: $2,388.
All plans include new local numbers or porting of existing numbers, plus Call Plan A.
Prices are in Australian dollars and inc. GST
Call Plan A and Usage
Call Plan A sets out included usage, call destinations, transfer charges, SMS charges and excess usage rates.
These allowances and rates must be provided before you accept the service. The subscription does not include unlimited usage unless expressly stated.
Approved excess usage is billed monthly in arrears. We will provide reasonable usage information and notify you when approaching an agreed allowance where monitoring supports this.
4. Setup and Billing
We will configure and test the service using your approved business information, call instructions and escalation contacts.
Monthly billing and your selected minimum term begin on the agreed launch date following your written approval.
Subscription fees are billed monthly in advance. Invoices are payable when you accept the agreement.
Notify us promptly of disputed charges. Undisputed amounts remain payable while we investigate.
5. Your Responsibilities
You must provide accurate business information, authorised system access and current contact details.
You must approve the agent’s instructions and promptly advise us of changes to services, prices, hours, staff or procedures.
Your nominated staff must be available for transfers and escalations during agreed coverage periods.
You must use the service lawfully and obtain any permissions required for information you provide or communications you authorise.
6. AI Responses and Authorised Actions
AI responses sometimes contain errors. We will test agreed workflows and investigate reported faults.
The agent acts within approved permissions. Payments, refunds, contractual commitments and other sensitive actions require separate written authorisation and suitable verification controls.
Requests outside the approved scope will follow the agreed handover or fallback process. Sales, bookings and revenue results are not guaranteed.
7. Urgent Calls and Availability
The service does not replace emergency services. Callers facing immediate danger should contact 000 directly.
Urgent escalation follows your approved instructions and depends on the nominated contact answering or responding.
Service availability depends on telecommunications networks, internet connections and connected platforms. We will use reasonable care to maintain the service, communicate significant disruptions and restore affected functions.
Support hours, response targets and fallback routing are recorded in your service agreement.
8. Phone Numbers and Porting
Porting requires your authority, accurate account information and carrier approval. Keep your existing service active until we confirm completion.
New numbers are subject to availability and applicable carrier requirements.
On cancellation, we will reasonably assist with transferring eligible numbers to your nominated provider. Any additional transfer fees must be disclosed and agreed beforehand. Numbers will not be withheld solely because of a billing dispute.
9. Privacy, Recording and Security
We will use customer information only to deliver, support and administer the agreed service, or as otherwise authorised or required by law.
Before launch, we will confirm applicable hosting locations, service providers, access permissions and retention settings.
Recording will remain disabled until recording settings and required caller notices have been approved. Each party is responsible for meeting its applicable privacy and recording obligations.
We will apply reasonable security controls and promptly notify you of a security incident affecting your service data.
Customer information will not be used to train general-purpose AI models without separate written consent.
Further information is provided in our Privacy Policy.
10. Cancellation and Renewal
Month-to-month services end on 30 days’ written notice.
Six-month and twelve-month plans have the selected minimum term. You are entitled to give notice during the term for cancellation effective when the minimum term ends.
After the minimum term, the service continues monthly at the existing rate unless a different rate is agreed. We will provide a reminder at least 30 days before the minimum term ends.
An early-exit charge applies only if its amount or calculation was expressly agreed in your service agreement before acceptance. Any charge must reflect reasonable unrecovered costs, account for costs saved and exclude penalties. Otherwise, no early-exit charge applies.
11. Breach and Suspension
Either party is entitled to terminate for a material breach which is not resolved within 14 days after written notice. No early-exit charge applies if you terminate because of our unresolved material breach.
We are entitled to suspend affected services for unlawful use, an immediate security threat or overdue undisputed invoices. Except where urgent action is necessary, we will give written notice and a reasonable opportunity to resolve the issue.
Suspension will be limited to what is reasonably necessary. Services will be restored promptly after resolution.
12. Service Exit and Data
You retain ownership of your business information and customer records. We and our suppliers retain ownership of our existing software and platforms.
On termination, we will reasonably assist with exporting available customer records and transferring eligible numbers. Additional assistance fees require prior written agreement.
Service data will be returned or deleted within 30 days after the agreed handover, except where lawful retention is required.
Unused prepaid subscription fees for periods after termination will be refunded, less agreed outstanding charges.
13. Changes to Terms or Fees
Fees are fixed during your minimum term unless you agree to a change.
Website updates do not automatically change your existing agreement. Material changes require your agreement or at least 30 days’ written notice with a right to cancel before the change takes effect without an early-exit charge.
14. Responsibility and Consumer Rights
We will provide services with due care and skill. Each party is responsible for loss caused by its breach, negligence or unlawful conduct, to the extent of its contribution.
Nothing in these terms excludes rights, guarantees or remedies which cannot lawfully be excluded, including applicable Australian Consumer Law rights.
15. Complaints and Contact
Send service requests, cancellation notices and complaints to [admin@felicitygblx.com].
We will acknowledge complaints within two business days and work with you to resolve them. If unresolved, either party is entitled to seek mediation, contact an appropriate complaints body or exercise available legal rights.
* ( CRM may have “plug in”, “API” or “set up” charges )