Terms of service.

These terms form an agreement between VerticalAI Pty Ltd (we, us) and the organisation accessing the service (you). By signing in, deploying a flow, or accepting an invitation to an organisation, you accept these terms on behalf of that organisation.

If you are accepting on behalf of an organisation, you confirm you have authority to bind it.

Each organisation has a single account on the platform. Members are invited by email and authenticated through Supabase Auth. You are responsible for keeping credentials confidential and for activity that occurs under your members' sessions.

Shared logins for billing actions are not permitted. The billing owner role is held by a single named user with the authority to manage payment methods and the credit balance.

The platform is for inbound voice and chat agents. You may not use it to:

Place outbound bulk dialling or spam campaigns. Capture or transmit illegal content. Record callers without a lawful basis (caller-consent rules vary by jurisdiction; you must comply with the laws of the jurisdiction where your callers are located). Probe, scan, or attempt prompt-injection attacks against the platform itself, other tenants, or any upstream service. Resell access to third parties without a written partner agreement.

We may suspend an account that materially breaches this section after written notice and a reasonable opportunity to remediate, except where suspension is required to contain ongoing harm.

We provide the tooling. You provide the consent. You are responsible for compliance with telephony, recording, and marketing laws that apply to your callers. Examples include the Spam Act 2003 (Cth), the Telephone Consumer Protection Act (US), and GDPR consent requirements for callers in the European Economic Area.

We do not record audio. We do persist text transcripts of conversations under your control; you are responsible for disclosing this to callers where local law requires it.

Usage is charged from a prepaid credit balance. Credits are purchased through Stripe Checkout; payments are processed by Stripe and we receive only opaque references.

Credits are non-refundable except where a refund is required by Australian Consumer Law or other non-excludable consumer-protection statute. Auto top-up, when enabled, is controlled and disabled by you in the billing portal.

Credit pricing, included usage, and overage rates are published at /pricing and may be updated on 30 days' notice.

We target 99.5% monthly uptime for the production service. The free tier carries no service-level commitment. Enterprise customers can request a contractual SLA with service credits as part of an annual agreement.

Planned maintenance is announced in advance via the status page. Emergencies may be addressed without notice.

You own the flows you build and the conversation transcripts generated by your callers. We own the platform, including the engine, the editor, and any aggregate or anonymised usage data we derive to operate and improve the service.

We do not train models on your conversation data. Vendors we use for LLM, STT, and TTS contractually do not train on input sent through their APIs. See /security for the current provider position.

Each party will keep the other's confidential information in confidence and use it only for the purpose of performing this agreement. The obligation survives for three years after termination, except for trade secrets, which are protected for as long as they remain trade secrets at law.

Our total liability under this agreement is capped at the fees you paid us in the twelve months preceding the event giving rise to the claim. Neither party is liable for indirect, special, incidental, or consequential loss.

Nothing in this agreement excludes or restricts any non-excludable right or guarantee under the Australian Consumer Law or other statute. Where a right or guarantee cannot be excluded, our liability for breach of it is limited, to the maximum extent permitted, to resupplying the service or paying the cost of resupply.

Either party may terminate for convenience on 30 days' written notice. Either party may terminate for cause on 14 days' notice if the other party materially breaches the agreement and fails to cure.

On termination we disable the account and, on request, hard-delete conversation data within 30 days. Audit log entries are retained for security purposes.

This agreement is governed by the laws of Western Australia. Disputes are resolved in the courts of Perth, except where the parties agree in writing to alternative dispute resolution first.

Email legal@verticalai.com.au for contract questions, custom MSAs, and partner agreements.