Plain-English terms.

These Terms of Service govern your use of Hellodesk's AI receptionist platform, including phone-line answering, web voice widget, dashboard, and any related services (the "Service").

By creating an account or using the Service, you agree to these terms. If you don't agree, don't use the Service.

These terms are governed by New Zealand law, and any disputes will be heard in New Zealand courts.

You must provide accurate information when registering and keep your login credentials secure. You're responsible for activity under your account.

Each registration is reviewed and onboarded by a member of our team — we don't auto-provision new tenants. We may decline to onboard a business at our discretion.

Plans are billed monthly or annually in NZD ex GST, in advance. Your plan covers a set number of included call minutes; calls beyond that are billed per-minute at the overage rate shown on your plan.

Annual billing is discounted by 15%. Add-ons (extra phone numbers, setup) are billed separately.

You can cancel at any time. There are no lock-in contracts. Cancellation takes effect at the end of the current billing period and any prepaid amounts beyond the cancellation date will be refunded only if required by NZ consumer law.

Hellodesk is an inbound-only service. You agree not to use it to make outbound sales, robocalls, cold calls, spam, or any communication prohibited by NZ telecommunications or fair-trading law.

You agree not to use Hellodesk to facilitate harassment, fraud, or any unlawful activity. We may suspend or terminate accounts engaged in prohibited use without refund.

You agree to inform callers that they are speaking with an AI assistant, in line with our default greeting (which we configure as part of onboarding).

You are the data controller for personal information collected from callers to your phone line. Hellodesk is a data processor and will only use that information to deliver the Service to you.

You're responsible for ensuring you have a lawful basis under the NZ Privacy Act 2020 for collecting and storing caller information through Hellodesk.

We aim for high availability but don't guarantee uninterrupted service. Brief planned maintenance windows may occur with prior notice where reasonable.

Outages caused by upstream telecom carriers, AI model providers, or infrastructure providers are outside our direct control. We will make reasonable efforts to mitigate and communicate.

Hellodesk retains all rights in the platform, software, and branding. You retain rights in your business data, configurations, and the call data we process on your behalf.

You grant us a limited licence to host, process, and analyse your data to provide the Service.

To the maximum extent permitted by NZ law, Hellodesk's total liability for any claim arising out of or related to the Service is limited to the fees you paid us in the three months immediately preceding the claim.

We are not liable for indirect, consequential, or special damages, including lost profits, missed leads, or business interruption.

Nothing in these terms limits or excludes any rights you have under the Consumer Guarantees Act 1993 where you acquire the Service for non-business purposes.

Either party may terminate the agreement at any time. We may terminate immediately for material breach (e.g. prohibited use or unpaid invoices).

On termination, we'll give you a reasonable window to export your data, after which we may delete it.

We may update these terms from time to time. Material changes will be communicated by email at least 30 days in advance. Continuing to use the Service after changes take effect means you accept the new terms.

For questions about these terms, email legal@hellodesk.co.nz or use the contact form at hellodesk.co.nz/contact.