These are the terms under which VoxReach provides its AI voice agent platform to Australian businesses. By creating a tenant, paying the setup fee, or using any part of the platform you agree to these Terms, the Privacy policy, the Data processing addendum, the Acceptable use policy, the DNCR policy, the Service level agreement, and the Refund policy. Together these documents are the "Agreement".
1. The service
VoxReach is a multi-tenant AI voice-agent software-as-a-service. We provide the platform, telephony, language models, voice synthesis, and transcription. You provide the content (agent scripts, leads, voice selection, branding) and you hold the contractual relationship with your end callers. The platform is described in detail at voxreach.com.au/how-it-works and the pricing that applies to you at voxreach.com.au/pricing.
2. Eligibility and your responsibilities
- You warrant that you are authorised to bind the tenant entity, hold a valid Australian Business Number (ABN), and operate lawfully in Australia.
- You are the telemarketer for every outbound call made from your tenant. You warrant on every outbound lead-list upload that every Australian fixed-line and mobile number on that list has been washed against the Australian Do Not Call Register within the 30 days preceding the dial, and that any number returned as listed has been removed unless you hold a documented exception under the Do Not Call Register Act 2006 (for example, an existing business relationship under s9, charitable / political / government / educational exemptions, or express consent). You indemnify VoxReach against any claim, investigation, penalty, or loss arising from a breach of this warranty.
- You will not use VoxReach for spam, scams, adult content, political campaigns without prior consent, debt collection without a licence, financial-product pitching without an AFSL, impersonation, or any other category listed in the Acceptable use policy.
- You will honour every opt-out, "do not call again", or "remove me" request from a recipient, both inside the call and across your wider records, and you will disclose AI identity if a caller asks, consistent with good-faith Australian consumer practice.
- You will not attempt to clone the voice of a real person without their written consent.
- You will comply with all applicable Australian consumer, telecommunications, privacy, and industry-specific law for your business.
3. Fees and billing
All amounts are in Australian dollars and GST inclusive where applicable. The one-off retail platform setup fee is A$5,500; the one-off white-label partner licence fee is A$10,000.
Usage is prepaid. Top-ups are a minimum of A$500 and do not expire for 12 months from the top-up date. Per-minute voice, per-SMS, and per-number-rental rates published at time of charge apply. Volume-tier discounts apply automatically based on your rolling 30-day variable spend as published at /pricing. Dialling pauses automatically when your prepaid balance reaches zero.
Invoices are issued by VoxReach and include GST shown separately, BAS-ready. Tax treatment of partner invoicing is set out in the partner licence schedule.
4. Refunds and cancellation
See the Refund policy for full detail. Summary: 30-day money-back guarantee on the retail setup fee if we fail to produce your first booked appointment during onboarding. Unused prepaid credits are refundable within 12 months of the relevant top-up. The partner licence fee is non-refundable. You may cancel at any time; cancellation does not trigger a refund of amounts that have already been spent, but unused credits inside the 12-month window are refunded in accordance with the Refund policy. Nothing in this clause excludes your non-excludable rights under the Australian Consumer Law.
5. Service levels and support
See the Service level agreement. Summary: 99.9% monthly uptime target with service credits for eligible shortfalls; four-tier support severity model; two-hour first-response during AEST business hours; 24/7 coverage for Sev 1 platform-wide outages.
6. Your data, our role
See the Privacy policy and the Data processing addendum. Summary: you are the controller of end-caller personal information; VoxReach is the processor acting on your documented instructions. We store tenant data on Australian infrastructure. Call recordings default to 90-day retention, transcripts to 24 months; both are configurable per tenant. We do not train external LLMs on your content.
7. Suspension and termination
We may suspend or terminate your tenant immediately for (a) breach of the Acceptable use policy, (b) confirmed fraud, (c) non-payment of properly issued invoices, (d) a substantiated DNCR complaint from a caller, or (e) any legal requirement to do so. We will use reasonable endeavours to notify you before suspension, except where immediate suspension is required for safety, security, or legal reasons. You may terminate your tenant at any time by emailing support@voxreach.com.au; termination does not extinguish refund obligations or surviving warranties.
8. Intellectual property
VoxReach retains all right, title, and interest in the platform, its software, design, and brand. You retain all right, title, and interest in your tenant content (scripts, leads, recordings, transcripts). You grant VoxReach a worldwide, royalty-free, non-exclusive licence to use your tenant content solely to provide the service to you. We do not use your content to train external machine-learning models.
9. Warranties and disclaimers
VoxReach warrants that it will provide the service with reasonable care and skill. Except as set out in this Agreement and in the Australian Consumer Law, all other warranties (express or implied, including merchantability, fitness for a particular purpose, and non-infringement) are excluded to the maximum extent permitted by law. Voice AI is a probabilistic technology; we do not warrant any specific conversion rate, booking rate, call outcome, or business result.
10. Limitation of liability
Subject to the Australian Consumer Law and any other law that cannot be excluded, VoxReach's total aggregate liability to you in any rolling 12-month period, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, is limited to the greater of (a) the total amount you have paid VoxReach in that 12-month period, or (b) A$5,500. Neither party is liable for indirect, consequential, special, or punitive damages, loss of profits, loss of revenue, loss of goodwill, loss of opportunity, or loss of anticipated savings.
11. Indemnity
You indemnify VoxReach against any third-party claim, penalty, investigation, or loss arising from (a) your breach of the DNCR warranty in clause 2, (b) your breach of the Acceptable use policy, (c) content you upload to the platform infringing a third party's intellectual property or publicity rights, or (d) your breach of applicable law.
12. Confidentiality
Each party will protect the other's confidential information with the same care it uses for its own confidential information, and in any event no less than reasonable care. Tenant scripts, lead lists, call recordings, and transcripts are your confidential information; pricing schedules and technical architecture shared under NDA are VoxReach's confidential information.
13. Changes to these Terms
We may change these Terms from time to time. Material changes (pricing, refund rules, liability caps, mandatory compliance warranties) are notified to tenant account holders by email at least 30 days before they take effect; continued use of the platform after the effective date is acceptance. Non-material changes (clarifications, typography, broken links, updated sub-processor lists) take effect on publication.
14. Governing law and disputes
This Agreement is governed by the laws of New South Wales, Australia. The exclusive jurisdiction for any dispute is the courts of New South Wales. Before commencing proceedings, the parties will attempt in good faith to resolve the dispute through negotiation at a senior level for at least 30 days; this clause does not prevent either party seeking urgent interlocutory relief.
15. General
- Assignment: VoxReach may assign this Agreement to a successor on a bona-fide corporate restructure or sale of business. You may not assign without our written consent (not to be unreasonably withheld).
- Force majeure: neither party is liable for failure caused by circumstances beyond its reasonable control.
- Severance: if any clause is unenforceable, the rest of the Agreement continues.
- Entire agreement: the documents listed in the preamble are the entire agreement between the parties on the subject matter and supersede prior dealings.
- No partnership: nothing here creates a partnership, joint venture, or agency.
16. Contact
legal@voxreach.com.au — legal enquiries, counter-signed contracts, DPA.
support@voxreach.com.au — operational support, billing.