Terms of Service

1. The service

Ellie provides an AI voice assistant that answers phone calls on behalf of a business, handles enquiries, and can book, reschedule or transfer appointments, alongside a web dashboard for managing the business's information and reviewing call activity.

2. Accounts

You must provide accurate information when setting up your account and keep your login credentials secure. You're responsible for all activity that occurs under your account. Accounts are currently created and managed by our team on your behalf.

3. Your responsibilities

• Ensure the business information you provide (hours, services, pricing, policies) is accurate — Ellie only knows what you tell her
• Ensure your callers are notified, where required by law, that calls may be recorded and processed by an AI system — this is your responsibility as the business answering the call, not ours
• Use Ellie only for lawful business purposes
• Not attempt to interfere with, reverse-engineer, or disrupt the service

4. Plans and billing

Plans, pricing, and billing are arranged directly between you and us outside this application. In-app usage figures (e.g. calls used this month) are shown for your visibility only — using more than your plan's typical allowance will never cause Ellie to stop answering calls; we'll simply be in touch about adjusting your plan.

5. Third-party services

Ellie is built on top of third-party providers, including Vapi (voice AI), Twilio (telephony/SMS), Google (Calendar, if you connect it), and Supabase (hosting). Your use of features depending on these providers is also subject to their own terms, and we aren't responsible for outages or issues originating from them.

6. AI limitations

Ellie is an AI system and, like any AI, can occasionally misunderstand a caller, mishear details, or make a mistake. We work to make Ellie as accurate and reliable as possible, but we don't guarantee every call will be handled perfectly, and you remain responsible for reviewing bookings and following up with customers where needed.

7. Data and privacy

Our collection and use of information is described in our Privacy Policy, which forms part of these Terms.

8. Intellectual property

We retain all rights in the Ellie platform, software, and branding. You retain ownership of your own business information and data.

9. Availability and disclaimers

We aim to keep Ellie available and reliable but don't guarantee uninterrupted service. Ellie is provided "as is" without warranties of any kind, to the maximum extent permitted by law, including the Australian Consumer Law where applicable.

10. Limitation of liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, or consequential loss arising from your use of Ellie, including lost bookings, lost revenue, or missed calls, except where such liability cannot be excluded under the Australian Consumer Law.

11. Termination

Either party may end the arrangement at any time by mutual agreement or as set out in your specific plan arrangement. We may suspend or terminate access if these Terms are breached.

12. Changes to these Terms

We may update these Terms from time to time. Material changes will be reflected by updating the date at the top of this page.

13. Governing law

These Terms are governed by the laws of South Australia, Australia, and the parties submit to the non-exclusive jurisdiction of its courts.

14. Contact us

Anupama Dilshan Withanage, ABN 11 685 248 475, South Australia, Australia.