Terms of service

These terms are the agreement between you, the business owner using Heelo, and Adrien Kee Foong Chu Chung Chuck (ABN 87479917564), which runs Heelo ("we"). You accept them when you sign up. Questions: adrianchucc@gmail.com.

1. What Heelo does

Heelo gives your business a phone number. You divert your missed calls to it, and an AI assistant answers them: it answers questions from the details you've given it, offers times from your booking settings, books jobs, takes messages and texts them to you. It's a tool to catch calls you'd otherwise miss. It doesn't replace you.

2. Your account

• Your verified mobile is your login. Keep it secure. If you lose it or someone else may have access, use "Log out everywhere" on the dashboard and tell us. To move to a new mobile, use "Change my mobile" on the dashboard; if you no longer have the old number, contact us and we'll check it's you before moving it.
• You must be authorised to run the business you sign up, and to divert the mobile you verify.
• Keep your business details and booking times accurate. The assistant answers callers from them.

3. The assistant is an AI, and it can get things wrong

• The assistant always tells callers it's an AI. You can word its greeting, but not remove that.
• Every call is transcribed and summarised for you to read in your dashboard, and the assistant tells callers so at the start: we add that line to your greeting, and it can't be removed. Transcripts and summaries are kept for 90 days.
• It can mishear names, numbers and addresses, misunderstand a job, or answer a question poorly. Treat every booking as a request from a customer: check it, and confirm with the customer where it matters.
• It won't quote prices unless your details include them, and it says you'll confirm pricing.
• You're responsible for the work you agree to do and for how you deal with your customers.

4. Not an emergency service

Heelo is not for emergencies. When a caller describes one (a gas leak, live wires, flooding), the assistant tells them to call emergency services or the relevant emergency line and takes a message. It can't dispatch help, and it may not recognise every emergency.

5. Calls, texts and availability

• We work to keep Heelo answering, but we can't promise it will answer every call. Phone networks, carriers and the providers we rely on can fail, and when the voice service is unavailable calls may fall back to a simpler automated mode.
• Whether calls reach Heelo depends on the divert set on your phone. Only you can set or change it, and you should test it with the call the setup asks for.
• Calls are limited in length and in how many can run at once, and texts are limited per hour, to protect the service from abuse.
• Heelo texts you each booking and message (you can turn this off), and can text callers their booking time from our number. Outside your quiet hours, if you have them on, routine texts come straight away; inside them they wait for your morning text. Urgent messages always come straight away.
• You can add a second mobile to get the same booking and message texts. Only add a mobile whose holder wants them: they confirm with a code we text them, and they can reply STOP at any time.

6. Your customers' information

Callers' details, and the transcripts of their calls, are collected for your business. Heelo holds them for you, as our privacy policy describes. Use them only to deal with the enquiry or job, and handle them in line with the privacy laws that apply to your business. Don't use Heelo to collect information for any other purpose. If you have Heelo text a customer you booked yourself, only enter a mobile number they gave you for that job.

7. Fair use

Don't use Heelo for anything unlawful, misleading or abusive. That includes telling the assistant to claim it's a person, or to make claims about your business that aren't true. Don't try to break, overload or get around the limits of the service. We can suspend an account that's being misused, and will tell you why.

The price is set for the missed calls of one business. If your calls run past 600 minutes in a month, we'll get in touch to agree a plan that fits. We won't stop answering because of it without talking to you first.

8. Your Heelo number

The number we issue stays ours. You use it while you subscribe. When your subscription ends we hold it for 30 days in case you come back, then release it; come back after that and you'll get a new one. When you stop, cancel the divert on your phone (the dashboard gives you the codes), or your missed calls go to a number nobody answers. Heelo's divert replaced the one to your voicemail, so your voicemail stays off until your carrier switches it back on.

9. Fees

• Heelo is $99 a month, including GST, billed monthly in advance through Stripe, starting when you subscribe. There's no free trial: your Heelo number is issued once the first payment goes through. Each payment comes with a tax invoice.
• If a payment fails, we'll text you and Stripe will retry it over the following days. Calls keep being answered while it retries.
• If the retries all fail, or your subscription ends, Heelo stops answering calls to your Heelo number. We'll text you when that happens, with the code to cancel your divert (then ask your carrier to switch your voicemail back on). Resubscribe within 30 days and answering starts again straight away; after that, you'll get a new number to divert to.
• You can cancel any time from your dashboard; you keep the service until the end of the month you've paid for. Payments already made aren't refunded, except where the Australian Consumer Law requires it.
• We'll give you at least 30 days' notice of any price change, and you can cancel before it applies.

10. Ending

You can stop at any time. Cancel your subscription from the dashboard, hand back your number and cancel your divert. Deleting your account from the dashboard does the first two and deletes your data too; you can also email adrianchucc@gmail.com to have it deleted. If your subscription ends and you don't come back, we delete your account and its data 12 months after it ended, and text you a month before. We can end the service with 30 days' notice, or straight away if an account is being misused.

11. Liability

Nothing in these terms excludes rights you have under the Australian Consumer Law that can't be excluded. To the extent the law allows:

• we're not liable for indirect or consequential loss, including lost jobs, income or customers, from a call that wasn't answered or a booking or message that was wrong or missed; and
• our total liability to you is limited to supplying the service again, or refunding what you paid us in the three months before the claim.

12. Changes to these terms

We may update these terms. For changes that matter to you, we'll tell you by text or email at least 14 days before they take effect. If you keep using Heelo after that, the new terms apply.

13. Law

These terms are governed by the laws of Victoria, Australia, and you and we submit to the courts there.