KAELO AGENTS — TERMS & CONDITIONS

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

1. About These Terms

These Terms & Conditions govern your use of the Kaelo Agents website, client app, dashboard, sign-up pages and any services provided by Kaelo AI Pty Ltd ABN 77 698 811 013 trading as Kaelo Agents (Kaelo Agents, we, us or our). By using the website, completing sign-up, accepting our service documents or using our services, you agree to these Terms & Conditions.

2. Our Services

Kaelo Agents provides AI-powered customer operations and call handling services for tradies and service businesses. Services may include AI call answering, enquiry handling, booking request collection, message taking, call summaries, dashboard access, follow-ups, review requests, referrals and related automation features, as described on our website and in your Client Service Terms or sign-up confirmation.

3. Sign-Up and Account Registration

When you sign up for Kaelo Agents, you agree to provide accurate, complete and current information. The person completing sign-up confirms that they are authorised to act on behalf of the business listed in the sign-up form.

A separate Client Service Terms document and sign-up confirmation will apply to paid services and will set out the selected plan, pricing, setup fee, included minutes, overage, billing model and other service-specific terms. No lock-in contracts apply — monthly plans can be cancelled by giving 7 days' written notice.

4. Fees, GST, Setup Fees and Promotions

All prices are in Australian dollars and are exclusive of GST unless expressly stated otherwise. 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.

Monthly plan fees are billed monthly in advance from the go-live date. Overage minutes and other usage-based charges are calculated and billed in arrears after the relevant billing period at the rate for the selected plan: Starter $0.69/minute + GST, Growth $0.59/minute + GST and Pro $0.49/minute + GST. Current plan pricing is listed on our website and may be updated in accordance with the Client Service Terms.

5. Payment Gateway and Billing Records

Kaelo Agents may use third-party payment providers to process payments, store payment status information and issue receipts or invoices. Payment provider terms and privacy practices may also apply. You must not provide false payment information or use a payment method you are not authorised to use.

6. Acceptable Use

You must not use the website, dashboard, sign-up flow or services for any unlawful, harmful, fraudulent, misleading, abusive or malicious purpose. You must not attempt to interfere with, reverse engineer, bypass security controls, scrape, overload, exploit vulnerabilities in, or misuse the underlying technology, platform or integrations.

7. AI Limitations and Service Exclusions

Kaelo Agents provides AI-powered services on a best-effort basis. We do not guarantee that AI responses will always be accurate, complete or suitable for every caller. AI systems may misunderstand callers, omit information, fail to complete an intended workflow, or require human review.

Kaelo Agents does not provide emergency response services, licensed trade advice, legal advice, financial advice, medical advice, safety advice or final job acceptance decisions. Clients remain responsible for reviewing enquiries, confirming bookings, quoting work, accepting jobs, providing services and complying with all applicable laws and industry obligations.

8. Call Recording

Calls handled by a Kaelo Agents AI agent may be recorded for quality, training, service operation and dispute-resolution purposes. Callers are notified of recording at the start of calls where recording is enabled. Call recordings, transcripts, summaries and lead details may be stored in systems used by Kaelo Agents and its providers.

9. Third-Party Providers and Overseas Processing

Kaelo Agents relies on third-party platforms and service providers to deliver its services. These 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 use reputable providers and to require appropriate handling of information. We are not responsible for outages, errors, delays or provider practices beyond our reasonable control.

10. Dashboard and Account Security

Clients are responsible for maintaining the confidentiality of login credentials and for all activity occurring under their dashboard account. You must notify Kaelo Agents promptly if you suspect unauthorised access, credential compromise or data breach involving your account.

11. Electronic Communications and Marketing

You agree to receive service documents, invoices, notices and onboarding communications electronically. Where you separately consent, Kaelo Agents may send occasional marketing updates, offers or product information. Marketing communications will identify the sender and provide an unsubscribe option where required.

12. Intellectual Property

All content on our website and app, including text, design, branding, layouts, prompts, workflows, templates and service materials, is owned by or licensed to Kaelo AI Pty Ltd unless otherwise stated. You must not copy, reproduce, modify, distribute or commercially exploit our content without permission.

13. Privacy

Personal information is handled in accordance with our Privacy Policy. By using our website, signing up or using our services, you acknowledge that personal information may be collected, used, stored and disclosed as described in the Privacy Policy.

14. Australian Consumer Law

Nothing in these Terms & Conditions 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, our liability for breach of any non-excludable guarantee is limited, at our option, to supplying the services again or paying the cost of having the services supplied again.

15. Limitation of Liability

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

16. Changes to These Terms

We may update these Terms & Conditions from time to time. The current version will be available on our website. Continued use of our website, dashboard or services after changes are posted constitutes acceptance of the updated terms, subject to any specific notice rights in your Client Service Terms.

17. Governing Law

These Terms & Conditions 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.

18. Contact

Questions about these Terms & Conditions can be sent to support@kaelo.com.au.