KAELO AGENTS — CLIENT SERVICE TERMS

Kaelo AI Pty Ltd ABN 77 698 811 013 trading as Kaelo Agents

1. Parties

These Client Service Terms are entered into between Kaelo AI Pty Ltd ABN 77 698 811 013 trading as Kaelo Agents (Kaelo Agents, we, us or our) and the business or entity that completes sign-up, accepts these terms, or otherwise uses the Kaelo Agents service (Client, you or your).

The person completing sign-up confirms that they are authorised to accept these Client Service Terms on behalf of the Client.

2. Services

Kaelo Agents provides AI-powered customer operations and call handling services for tradies and service businesses. The services may include, depending on the selected plan and configuration:

• AI-powered inbound call answering and enquiry handling;
• a professionally configured AI agent customised to the Client's business;
• message taking, call summaries, lead details and delivery via SMS, email and/or dashboard;
• call transcripts and recordings where enabled;
• booking request collection, customer reply handling and confirmation support;
• service area, business hours and FAQ handling;
• follow-up, review request and referral request support where enabled;
• dashboard access for calls, leads, usage and client documents; and
• reasonable ongoing prompt, configuration and knowledge base maintenance.

Kaelo Agents may use third-party providers to deliver the services, including voice AI, telephony, SMS, database, automation, website, email, analytics, payment and support providers.

3. Plans, Fees and GST

All prices are in Australian dollars and are exclusive of GST unless expressly stated otherwise. GST will be added where applicable.

The Monthly Fee is based on the plan selected at sign-up or otherwise agreed in writing.

4. Setup Fee and Promotions

The standard setup fee is $200 plus GST, payable at sign-up, unless waived or discounted under an approved promotion or written offer from Kaelo Agents. Where a setup fee is waived or discounted, the applicable waiver or discount will be shown in the Client's sign-up confirmation. Unless otherwise stated in writing, a setup fee waiver does not waive monthly plan fees, overage charges, or any other amounts payable under the selected plan.

The setup fee covers onboarding, configuration, AI agent setup, custom greeting, FAQ pack, call handling rules, call forwarding support, test calls and go-live preparation. Setup work will begin after the setup fee has been paid or after Kaelo Agents confirms that the setup fee has been waived under an approved promotion or written offer.

The setup fee is non-refundable once setup work has commenced, except where Kaelo Agents is unable to provide the service due to reasons within Kaelo Agents' control or where a non-excludable law requires otherwise.

5. Billing and Payment Timing

The setup fee is payable at sign-up unless waived or discounted under an approved promotion or written offer. Monthly plan fees are billed monthly in advance from the Client's go-live date, unless otherwise agreed in writing. The first Monthly Fee will be charged on or before the go-live date, and future Monthly Fees will be charged on the same billing date each month.

Any additional minutes, overage charges or usage-based fees will be calculated at the end of the relevant billing period and invoiced separately in arrears. Kaelo Agents will make reasonable efforts to notify the Client if usage is approaching the included monthly limit.

Kaelo Agents may suspend or restrict services if amounts are overdue by more than 7 days, after providing reasonable notice where practicable.

6. No Lock-In Contracts and Cancellation

No lock-in contracts apply. The service runs on a month-to-month basis from the go-live date.

Either party may cancel by providing 7 days' written notice via email to support@kaelo.com.au.

Upon cancellation, services remain active until the end of the current paid billing period unless otherwise agreed. No refunds are provided for unused portions of a billing period except where required by law.

7. Client Responsibilities

The Client agrees to:

• provide accurate, complete and current onboarding information;
• promptly notify Kaelo Agents of changes to business hours, services, pricing, FAQs, service areas, availability, contact details or call handling rules;
• set up call forwarding from the Client's existing business number to the Kaelo-provided number where required;
• review call summaries, booking requests and customer information for accuracy and take appropriate action;
• ensure all information provided to Kaelo Agents is lawful and does not infringe third-party rights;
• maintain the confidentiality of dashboard login details and promptly notify Kaelo Agents of unauthorised access;
• not use the services for unlawful, harmful, fraudulent, misleading or abusive purposes.

8. AI Limitations and Service Exclusions

Kaelo Agents provides AI-powered customer operations and call handling services on a best-effort basis. AI systems may misunderstand callers, produce incomplete information, fail to capture all details, or require human review. Kaelo Agents does not guarantee that every call will be handled perfectly, that every lead will convert to a job, or that the service will be uninterrupted or error-free.

Kaelo Agents does not provide emergency response services, licensed trade advice, legal advice, financial advice, medical advice, safety advice or final job acceptance decisions. The Client remains responsible for reviewing enquiries, confirming bookings, quoting work, accepting jobs, providing services to customers, and complying with all laws, licences, workplace health and safety obligations and industry requirements.

9. Third-Party Providers and Overseas Processing

Kaelo Agents uses trusted third-party service providers to help deliver its services. These providers may include Retell AI, Twilio, Supabase, Make.com, Lovable, email providers, analytics providers, payment providers and other providers used from time to time.

Some providers may store, process, access or disclose personal information outside Australia, including in the United States and other jurisdictions. Kaelo Agents takes reasonable steps to select reputable providers and to ensure that service providers handle information securely and only for the purposes of providing services to Kaelo Agents.

Kaelo Agents is not responsible for outages, errors, delays, data handling practices or platform limitations of third-party providers beyond Kaelo Agents' reasonable control.

10. Privacy, Call Recording and Data

Kaelo Agents handles personal information in accordance with its Privacy Policy and applicable privacy laws. Calls handled by the AI agent may be recorded for quality, training, service operation and dispute-resolution purposes. Callers are notified of recording at the start of each call where recording is enabled.

Call recordings, transcripts, summaries, lead information and related data may be stored in systems used by Kaelo Agents and its providers. The Client acknowledges that caller information may include personal information provided by the Client's customers or prospective customers.

The Client must ensure that its use of call recording, call forwarding, customer communications, review requests and follow-up messages complies with applicable laws and customer consent requirements.

11. Data Access, Retention and Export

Kaelo Agents may retain call records, transcripts, summaries, lead records, billing records and agreement records for as long as reasonably required to provide services, resolve disputes, meet legal, accounting or reporting obligations, and maintain business records. After cancellation, data may be deleted, archived or de-identified in accordance with Kaelo Agents' Privacy Policy and operational requirements.

The Client may request access to available records relating to its account by contacting support@kaelo.com.au. Export options may depend on the format and systems used at the time of the request.

12. Confidentiality

Each party must keep confidential any non-public business, technical, pricing, customer or operational information received from the other party, except where disclosure is required to provide the services, permitted by these terms, authorised by the other party, or required by law.

13. Electronic Communications and Notices

The Client agrees to receive service documents, invoices, notices and onboarding communications electronically. Notices may be sent to the email address provided during sign-up or any updated email address notified to Kaelo Agents.

Where the Client separately consents to receive marketing messages, Kaelo Agents may send occasional updates, offers or product information. The Client can unsubscribe from marketing communications at any time.

14. Intellectual Property

Kaelo Agents retains ownership of its branding, website, prompts, configurations, workflows, templates, dashboards, processes and service materials. The Client retains ownership of its business information, customer information and content supplied to Kaelo Agents, subject to Kaelo Agents' right to use that information to provide and improve the services.

Kaelo Agents may use aggregated or de-identified data to improve its services, provided that the data does not identify the Client or any individual.

15. Australian Consumer Law

Nothing in these Client Service Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or any other law that cannot be excluded, restricted or modified. To the extent permitted by law, Kaelo Agents' liability for breach of any non-excludable guarantee is limited, at Kaelo Agents' option, to supplying the services again or paying the cost of having the services supplied again.

16. Limitation of Liability

To the maximum extent permitted by law, Kaelo Agents will not be liable for indirect, incidental, special or consequential loss, loss of revenue, loss of profit, loss of goodwill, missed opportunities, lost jobs, platform outages, AI errors, call forwarding failures, telecommunications issues, third-party provider outages, or data loss arising from or relating to the services.

The Client acknowledges that the services support customer operations but do not replace the Client's responsibility to monitor, review and respond to business enquiries.

17. Changes to Terms or Pricing

Kaelo Agents may update these terms or pricing by providing at least 30 days' written notice to the Client. If a change materially affects the Client, the Client may cancel before the change takes effect without penalty, except for amounts already due and amounts relating to services already provided.

18. Governing Law

These Client Service Terms are governed by the laws of New South Wales, Australia. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales.

Accepted electronically

This document may be accepted electronically through the Kaelo Agents sign-up process. Where accepted electronically, the Client's acceptance record, including the accepted document version, acceptance statement, timestamp, authorised person, business details, IP address where available, and user-agent where available, will form part of the Client's agreement records.