Terms of Service
Terms governing use of the website and services of Tensify Pty Ltd, ABN 74 701 453 170.
1. The service
TensifyX answers calls that you forward to it with a voice AI agent. The agent can answer questions using the information you give it, take messages, book or change appointments and jobs in the systems you connect, transfer calls where your plan includes it, and send SMS, email and app notifications to you and to your callers.
What each plan includes (minutes of agent talk time, calls at once, integrations, recordings and transcripts) is set out on our pricing page and in your dashboard. Recordings and transcripts are included on every plan.
We may improve or change features over time. We will not remove a core feature of your current plan during a paid period without giving you notice and the option to cancel with a refund of any prepaid fees for the unused period.
2. Your account
You must be a business, give accurate details when you sign up, and keep your login and one time codes secure. You are responsible for everything done through your account, including by your staff.
Every plan includes one login. Business includes up to 5 team members with roles and permissions you set; larger teams on Scale are by agreement. You decide who has access, remove access when someone leaves, and are responsible for what your team members do in your account.
Tell us straight away at the email address below if you think someone has accessed your account without permission.
3. Free trial
New businesses can try the service free for 15 days with 50 minutes of agent talk time and one call at a time. No card is needed. The trial has no additional minutes: if its minutes are used up first, the agent stops answering. When the trial ends, if you have not chosen a plan, the agent stops answering and we release any phone number we allocated to you for the trial. Nothing is charged unless you choose a plan.
One trial per business. We may decline or end a trial that is being used for something other than evaluating the service, such as repeated sign ups or high volume production traffic.
4. How the AI agent works, and its limits
Your agent tells every caller at the start of the call that they are speaking with an AI assistant. This cannot be switched off. You must not present the agent as a person.
On Essential and above, your agent learns from your calls so it handles your callers better over time. That learning stays inside your account: your call content is never used to train AI models for other customers, and never given to third parties to train their models. You should still review what the agent says and correct it in the dashboard.
The agent works from the information and rules you give it and what callers tell it. Like any AI, it can mishear, misunderstand or give an answer that is wrong or incomplete. You should test your agent before you forward real calls, listen to calls and read summaries regularly, and correct its information in the dashboard when something changes.
What the agent says about your business is said on your behalf. You are responsible for the accuracy of your prices, services, hours, policies and booking rules, and for honouring or correcting a quote or booking the agent makes from that information. Bookings and arrangements made with your callers are between you and them.
The agent does not give medical, legal, financial or other professional advice, and does not make clinical or triage decisions. If you are a health practitioner, lawyer or other professional, your professional obligations (including Ahpra and Law Society guidance on AI, confidentiality and record keeping) remain yours.
The agent is built not to take payment card details on a call. You must not configure it to collect card numbers, passwords or similar credentials.
5. Not an emergency service
TensifyX is not an emergency service and must not be relied on for emergencies or safety critical calls. The agent may not recognise an emergency. Anyone in an emergency in Australia should call 000.
If your business receives urgent calls (for example a clinic, a property manager or an emergency trade), you must keep a way for urgent matters to reach a person, such as warm transfer, an urgent flag with a text to you, or a direct line, and you should tell callers how to reach emergency services.
6. Call recording, privacy notices and consent
On every plan, calls are recorded and transcribed so you have a record of what was said. Australian states and territories have different laws on recording calls, and some require every party to know or agree.
You are responsible for making sure callers are told that calls are answered by an AI assistant and may be recorded, and for any consent the law requires in your state or for your profession. You can set the greeting your agent uses from your dashboard. Recording or messaging disclosures that we provide by default are a convenience and do not shift this responsibility to us.
If you collect health information or other sensitive information through the service, you are responsible for having a lawful basis and any consent needed under the Privacy Act 1988, state health records laws and your professional rules.
7. Your phone number and forwarding
You keep your existing number and your telephone provider. You send calls to TensifyX by setting up call forwarding with your provider, and you can turn it off at any time. Your provider’s charges for forwarding are yours.
We give you a TensifyX number to forward to. It is provided for use with the service and is not transferred to you. After your account closes we may reassign it after a reasonable period. If you want to keep that number, ask us before you cancel and we will help where the carrier allows it.
You can instead move (port) your existing number to TensifyX. Porting runs through the carriers, needs your authority as the account holder, and can take time; we are not responsible for carrier delays or for services your old provider bundled with the number. A number you port to us stays yours. When your account closes we will help you port it to another provider on request, and if you have not done so within 30 days we may stop answering on it.
Calls depend on networks and providers we do not control. We do not guarantee that every call will connect, be answered, or be transferred, or that every message will be delivered. Calls beyond your plan’s limit on calls at once may not be answered by the agent. When your plan’s minutes run out, the agent keeps answering on additional minutes (see Plans, fees and billing) unless you have switched them off or reached your limit.
8. SMS, email and notifications
The service sends messages about your calls and your customers: alerts and summaries to you and your team, and confirmations, reminders, job updates, review requests and follow ups to your customers and the people who contacted you. On Growth and above you can also run follow up sequences and reactivate past customers. You must only message people who have dealt with your business, have their consent where the Spam Act 2003 requires it (for example for promotional messages), and include your business name and a working unsubscribe in commercial messages.
If you add the TensifyX chat widget to your website, it tells visitors they are chatting with an AI, and chats are handled and kept like calls. You are responsible for describing the widget in your own website privacy notice.
You are responsible for the content you add to message templates and for complying with the Spam Act 2003. Where messages are sent under your business name, you agree to provide what is needed to register that sender name, including under the ACMA SMS Sender ID Register.
On every plan, SMS and email are unlimited for messages about your own calls, subject to fair use. Fair use does not cover bulk or marketing messages, messages to people who have not contacted your business, or volumes far beyond what your call traffic would produce. If your use looks like that, we will contact you first and may ask you to change plans or reduce sending. We will not charge for extra messages without your agreement.
9. Acceptable use
You must not use TensifyX to break any law, including the Australian Consumer Law, the Spam Act 2003, the Do Not Call Register Act 2006, the Privacy Act 1988 and surveillance and listening device laws; to mislead callers about who they are dealing with or that the agent is an AI; to make outbound calls other than as set out below; to harass, threaten or discriminate; to collect payment card details or credentials; or to interfere with, probe or overload the service.
Outbound AI calls (Growth and above) may only be made to people who have contacted your business or agreed to be called, such as follow ups, reminders and callbacks. You are responsible for complying with the Do Not Call Register Act 2006, the telemarketing industry standard (including permitted calling hours), the Spam Act 2003 and privacy law, including checking numbers against the Do Not Call Register where the law requires it. The agent states your business name and that it is an AI at the start of every outbound call.
We may limit, pause or block traffic that looks unlawful, abusive or harmful, and we will tell you what we did and why as soon as we reasonably can.
10. Plans, fees and billing
Prices are in Australian dollars and exclude GST (+ GST), which is added to your tax invoice. Monthly plans are billed in advance each month. Yearly plans are billed in advance for the year at 15% off the monthly rate. Scoped plans are billed as set out in the order.
Your plan renews automatically at the end of each billing period until you cancel. For yearly plans we will remind you before the renewal date.
Each plan includes a number of minutes of agent talk time per billing period, measured as shown in your dashboard. Unused plan minutes do not carry over to the next period. When your plan’s minutes are used up, the agent keeps answering using additional minutes, so callers are not cut off. Additional minutes are switched on by default. They are charged per minute at your plan’s rate (Lite $0.89, Essential $0.59, Growth $0.39 and Business $0.29 a minute, + GST; Scale as set out in your order) and billed the following month. We notify you at 80% and 90% of your plan’s minutes and again when additional minutes start, and your usage is shown in the dashboard. Your plan’s rate and the additional minutes setting are shown when you sign up and in your dashboard.
You can set a monthly limit on additional minutes, or switch them off, in the dashboard at any time. If additional minutes are off or the limit is reached, the agent stops answering calls. Calls only ring your own number again once you turn off call forwarding with your telco, so if you switch additional minutes off, plan for what happens to your calls when your minutes run out.
You can change plans at any time from the dashboard. An upgrade applies straight away and is charged pro rata for the rest of the current period. A downgrade applies from your next billing period. Each plan keeps call history for its own period, so after a downgrade, calls older than the new plan’s period are deleted; we will remind you before that happens so you can download anything you need.
If a payment fails we will tell you and try again. If it is still unpaid 14 days after we first tell you, we may pause the agent until it is paid; your data is kept.
We may change our prices by giving you at least 30 days’ notice by email. A price change applies from your next billing period after the notice ends, and for yearly plans from your next renewal. If you do not accept a change you can cancel before it applies.
11. Cancelling, refunds and ending the agreement
You can cancel at any time from the dashboard or by emailing us. A monthly plan stays active to the end of the month you have paid for and then stops; we do not refund part months. A yearly plan stays active to the end of the paid year and does not renew. Turn off call forwarding with your provider when you stop using the service.
Refunds of prepaid fees for unused full months are given where we end the service without cause, where we change these terms or a core feature to your detriment and you cancel because of it, or where the law requires it. Your rights under the Australian Consumer Law are not affected.
We may suspend or end your account if you seriously or repeatedly breach these terms, if you do not pay as set out above, or if continuing would break the law or put callers, the service or other customers at risk. Except where the risk is urgent, we will tell you first and give you a reasonable chance to fix the problem.
Either of us may end the agreement on 30 days’ written notice.
12. Your data, where it is kept and how long
Your data is yours. That includes your business information, call recordings, transcripts, summaries, contacts and bookings. You give us permission to use it only to provide, support, secure and improve the service for you, and as the law requires. We do not sell it.
Call audio and transcripts for the receptionist are processed and stored in Australia (AWS Sydney). We use other service providers to run the service, such as for hosting, speech processing, SMS and email delivery; they act on our instructions under confidentiality and security obligations. Recordings and transcripts are kept for your plan’s call history period (from 30 days on Lite to 3 years on Scale) and then deleted automatically, unless we agree longer retention with you. You can download or delete them in the dashboard before then.
Our support staff only access a specific call when you ask us to, or where we need to for security, to fix a fault, or because the law requires it.
When your account closes you can download your data for 30 days. After that we delete it, except where we must keep records by law (for example tax records). Copies in backups are deleted on their normal cycle.
How we handle personal information is set out in our Privacy Policy, which forms part of these terms.
13. Security and data breaches
We use reasonable technical and organisational measures to protect your data. You are responsible for the security of your own devices, logins and connected systems.
If we become aware of unauthorised access to, or loss of, your data in our systems, we will tell you without undue delay, explain what we know, take steps to contain it, and work with you on any assessment and notification needed under the Notifiable Data Breaches scheme. Where both of us hold the same information, we will agree which of us notifies affected people so that it is done once and done promptly.
14. Integrations and third party services
When you connect another system (for example ServiceM8, Cliniko, LEAP, a calendar or Zapier), you authorise us to read and write the information needed to perform the service, such as availability, customers and bookings. Your use of those systems stays under your own agreement with their providers.
We are not responsible for outages, changes or errors in third party systems, or for a connection that stops working because a provider changes its service. We will tell you when we know a connection is affected and work to restore it.
15. Availability and support
We work to keep the service available at all times and to fix faults promptly, but we do not promise uninterrupted or error free operation, and planned maintenance may occasionally be needed. Where we can, we schedule maintenance outside Australian business hours. A written service level applies only where it is included in your plan or order.
Support is by email, and by the channels listed for your plan.
16. Intellectual property and feedback
We own the TensifyX software, models, prompts, website and brand, and grant you a non exclusive right to use the service for your business while your account is active. You must not copy, resell or reverse engineer it.
You keep ownership of your content and data. If you send us suggestions, we may use them to improve the service without obligation to you.
17. Liability
Nothing in these terms excludes, restricts or modifies any right or remedy, or any guarantee, that you have under the Australian Consumer Law or another law and that cannot lawfully be excluded.
Where the law allows us to limit our liability for a failure to comply with a consumer guarantee, our liability is limited, at our option, to supplying the services again or paying the cost of having them supplied again.
To the extent the law allows, each of us excludes liability to the other for indirect or consequential loss and for loss of profit, revenue or data, and each party’s total liability under or in connection with these terms is limited to the fees you paid in the 12 months before the event giving rise to the claim. These limits do not apply to your obligation to pay fees, to a party’s fraud or wilful misconduct, or to liability that cannot lawfully be limited.
Our liability is reduced to the extent a loss is caused by information you gave the agent, your settings, your connected systems or your failure to follow these terms.
18. Claims by third parties
You are responsible for, and will cover our reasonable costs of, claims by your callers or others that arise from the information and instructions you gave the agent, from recording or messaging callers without a notice or consent the law requires, or from your breach of section 9.
We are responsible for, and will cover your reasonable costs of, claims that the TensifyX service itself (not your content) infringes someone else’s intellectual property in Australia.
19. Changes to these terms
We may update these terms. We will email you at least 30 days before a change that reduces your rights or increases what you must do, and post the new version here with its date. If you do not agree, you can cancel before the change takes effect and we will refund any prepaid fees for unused full months. Changes that only benefit you, or that a law requires us to make sooner, can apply earlier.
20. This website and the demo
We work to keep this website accurate and up to date, but it may sometimes contain errors or be out of date. The prices and terms that apply to you are the ones shown when you sign up and in your dashboard, together with these terms. If we find an error that affects you, we will tell you and correct it. Nothing in this section limits your rights under the Australian Consumer Law.
The example calls on this website are illustrations. The in browser call with our agent is a demonstration: it does not connect to your phone lines or write to your systems. Do not share sensitive or health information in a demonstration call.
21. Disputes and general terms
If there is a disagreement, please email us first. We will both try in good faith to resolve it within 20 business days before starting court proceedings, except where urgent relief is needed.
These terms are governed by the laws of New South Wales, Australia, and both of us accept the jurisdiction of its courts.
Neither of us is responsible for delays caused by events outside reasonable control, such as network or carrier outages, natural disasters or government action. You may not transfer your account without our consent, which we will not unreasonably withhold; we may transfer these terms to a buyer of our business on notice to you. If part of these terms is unenforceable, the rest still applies.
Notices to us go to hello@tensifyx.com.au. Notices to you go to the email address on your account.