Terms of Service

HeyDesk is an AI receptionist service for businesses. When enabled on a phone number, it answers inbound calls, speaks with callers, takes messages, captures caller details, answers questions from the business information you provide, and (where you turn it on) offers and takes bookings, transfers urgent calls to your nominated number, and sends you call summaries by SMS and email. Calls are transcribed and may be recorded, and summaries are generated automatically.

The receptionist is powered by artificial intelligence. AI can mishear, misunderstand or make mistakes, and a summary or transcript may not be a perfect record of a call. You should verify anything important (for example a booking detail or a caller's contact information) before relying on it. The service is not a substitute for professional, legal, medical or financial advice.

• You must be at least 18 years old and using HeyDesk for business purposes.
• The information you give us (including your business details and the mobile number you verify at signup) must be accurate and kept up to date.
• You're responsible for keeping your login details confidential and for everything done under your account.
• One account serves one business. Contact us if you need something different.

New accounts can trial HeyDesk free for 7 days or the first 10 answered calls, whichever comes first, plus a small number of browser test calls during setup. The trial is provided as-is so you can evaluate the service. When the trial ends, calls to your HeyDesk number forward to the mobile number you verified at signup until you choose a plan.

• We can provision an Australian phone number for your business, or you can divert an existing number to HeyDesk. Numbers we provision are supplied through our telephony partners and are made available to you while your subscription is active.
• If your service is suspended (for example for a breach of these terms) or your included time runs out, we aim to keep your line alive by forwarding calls to your verified mobile rather than letting calls go unanswered. When a subscription ends (cancellation or unpaid after the 7-day retry window), the number is released.
• You're responsible for how your receptionist is configured: the business information, answers, greeting and booking rules you set are what it works from.

Calls answered by your receptionist are transcribed and may be recorded so we can provide summaries, transcripts and recordings in your dashboard. Laws about recording and monitoring calls vary; you are responsible for making any disclosures to callers that the law requires of your business. HeyDesk gives you a setting to include a "calls may be recorded" notice in your greeting, and we recommend keeping it on.

• Plans are billed monthly in advance to your nominated payment method, handled by our third-party payment processor. We never store your full card number.
• Prices are in Australian dollars and include GST.
• Each plan includes an amount of call time, metered per second of answered calls. Usage beyond your included time is charged at your plan's per-minute overage rate.
• Test calls made from your dashboard while on a plan count towards your included time.
• If a renewal payment fails, we'll email you and your service keeps running while we retry the card automatically over the following 7 days (we'll email a reminder near the end of that window too). If we still can't collect payment after 7 days, your subscription ends, your receptionist stops answering and any number we provisioned is released. Once the subscription ends we make no further charge attempts against your card for it.
• We may change plan pricing with at least 30 days' notice. If you don't agree with a change you can cancel before it takes effect.

• You can cancel your subscription at any time from your dashboard. If you cancel during a free trial, the trial and your access end immediately. Otherwise cancellation takes effect at the end of your current billing period, and we don't refund partial periods except where the law requires it.
• We may suspend or terminate your account if you materially breach these terms or the Acceptable Use Policy, if your use creates legal or security risk, or if you provide false information. Where reasonable we'll give you notice and a chance to fix the problem first.
• When your account ends, your receptionist stops answering and numbers we provisioned are reclaimed. We'll give you a reasonable opportunity to redirect callers and export your data before that happens.

• Your business information, call recordings, transcripts, contacts and bookings are yours. You grant us the rights we need to store and process them to run the service.
• You can export your contacts from the dashboard at any time, and you can ask us to delete your data (see the Privacy Policy).
• How we handle personal information, including callers' personal information, is covered by our Privacy Policy.

HeyDesk owns the service, software, voices, website and documentation, and everything in them apart from your data. You get a non-exclusive, non-transferable right to use the service for your own business while subscribed. You must not copy, resell, reverse engineer or build a competing service from it. If you send us feedback or suggestions, we can use them without restriction or payment.

Parts of the service rely on third parties, for example telephony carriers, cloud hosting, SMS and email delivery, and payment processing. We choose these providers with care, but we don't control them and aren't responsible for faults that sit entirely within their systems.

We work hard to keep HeyDesk available around the clock, but we can't promise the service will be uninterrupted or error-free. We may need to perform maintenance, and phone networks, carriers and other providers can have outages outside our control. Where planned maintenance is likely to be disruptive we'll aim to do it outside business hours.

Nothing in these terms excludes, restricts or modifies any consumer guarantee or other right you have under the Australian Consumer Law or any other law that can't be excluded. Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

Apart from those non-excludable rights: the service is provided as-is; we make no other warranties, express or implied; we're not liable for indirect or consequential loss (including lost revenue, lost bookings or lost data caused by events outside our reasonable control); and our total aggregate liability to you is capped at the greater of the amounts you paid us in the 12 months before the event giving rise to the claim and $100.

You indemnify us against liabilities arising from your unlawful use of the service, your breach of these terms, or claims from callers arising from how you chose to configure your receptionist.

HeyDesk improves continuously, so features will change over time. If we make a change that materially reduces the service you're paying for, or a material change to these terms, we'll give you at least 30 days' notice by email or in the dashboard. Continuing to use the service after a change takes effect means you accept it; if you don't, you can cancel.

• Notices to you may be sent to your account email address. Notices to us go to hello@heydesk.com.au.
• You may not assign this agreement without our written consent. We may assign it as part of a restructure or sale of the business.
• If part of these terms is found invalid, the rest still applies.
• These terms (with the Privacy Policy and Acceptable Use Policy) are the entire agreement between us about the service.
• Nothing in these terms creates a partnership, employment or agency relationship.

These terms are governed by the laws of New South Wales, Australia, and both of us submit to the jurisdiction of the courts there. If we have a dispute, contact us first at hello@heydesk.com.au: most things are sorted with an email, and we'll work with you in good faith before anything more formal.

Questions about these terms: hello@heydesk.com.au.