1. Agreement
These Terms form a binding agreement between Vonics and the business, organisation or person using the services. If you sign up or use Vonics for a business, you confirm that you are authorised to accept these Terms for that business.
Additional order forms, product schedules, written quotes, data processing terms, privacy notices and acceptable use rules may apply. If there is a conflict, a signed order form or written agreement agreed by Vonics takes priority.
2. Trial Accounts and Payment
Trial accounts run for 30 days unless Vonics agrees otherwise in writing. If the account is not converted to a paid account before the trial expires, Vonics may suspend the tenant, disable numbers, workflows, access, carrier services and connected automation.
You authorise Vonics and its billing providers to charge amounts that become due for paid plans, usage, carrier charges, SMS, voice minutes, AI processing, numbers, integrations, support or other agreed services. Prices are in AUD excluding GST unless stated otherwise.
3. Plans, Usage and Billing Records
Paid plans may include a fixed monthly fee, a defined number of included production workflow transactions and a defined number of included active connectors for each calendar-month billing period. A workflow transaction generally means one accepted production workflow run triggered by a call, SMS, API event, monitoring event or other configured automation trigger. Tests, dry-runs, duplicate callbacks and Vonics system retries are not intended to count as billable workflow transactions.
Usage above the included allowance may be charged as overage. Vonics may create detailed billing records, including xDR-style records, showing the workflow triggered, time, source event, whether the transaction was included in the capped bundle or treated as overage, and the resulting amount. These records may be sent to Vonics Billing or another billing provider for invoicing, payment processing, reconciliation and customer invoice detail.
An active connector is a configured connection to an external system, provider, carrier, mailbox, messaging service, AI service, accounting system, calendar, CRM, monitoring platform, webhook or similar integration that is enabled for production use. Disabled, deleted, draft, failed and test-only connectors may be excluded from active connector counts.
4. Plan Changes
Unless a written order says otherwise, invoices are processed on the first day of each month for the applicable billing period. If you upgrade during a billing period, the upgrade may take effect immediately and Vonics may charge a prorated difference for the remainder of that billing period. The upgraded plan allowances may apply from the upgrade time.
If you downgrade during a billing period, the downgrade is scheduled for the first day of the next billing period. You remain responsible for the current plan and any applicable usage, overage, carrier, third-party or prorated charges until the downgrade takes effect. If the lower plan allows fewer connectors or workflows, you may need to disable or select which items remain active before the downgrade date.
5. Customer Responsibilities
You are responsible for your users, end customers, data, prompts, recordings, configurations, connected systems, credentials, lawful basis, notices and consents. You must keep passwords, API keys, carrier credentials, billing details and administrator accounts secure.
You must ensure that your use of Vonics complies with laws and industry rules that apply to your business, including privacy, telecommunications, spam, telemarketing, call recording, health, financial, employment, consumer and security monitoring obligations.
6. Acceptable Use
You must not use Vonics to send unlawful spam, scams, phishing, harassment, abusive content, deceptive caller IDs, malicious code, unlawful surveillance, emergency hoaxes, unauthorised recordings, credential theft, high-risk automated decisions or content that infringes another person's rights.
Vonics may suspend or limit access immediately where it reasonably suspects fraud, unlawful use, security risk, carrier abuse, payment risk, excessive load, breach of these Terms, breach of third-party provider rules or activity that may harm Vonics, customers, carriers or the public.
7. AI, Transcription and Workflow Outputs
AI outputs, transcripts, sentiment, summaries, classifications, recommendations, extracted actions and generated messages may be incomplete, delayed, inaccurate or unsuitable. You must review outputs before using them for important operational, financial, medical, security, legal or customer decisions.
Vonics does not guarantee that AI will detect every risk, emotion, intent, alarm, payment issue, booking request, complaint or action item. Human review and fallback processes remain your responsibility.
8. Voice, SMS, Recording and Consent
You are responsible for telling callers, patients, customers, staff, contacts and end users when calls, SMS, chats or messages may be recorded, transcribed, analysed, monitored or processed by AI. You must obtain any required consent before using the services.
You must not use Vonics for emergency calling, emergency dispatch, life-safety alarms, medical triage, clinical diagnosis, financial advice, legal advice or security response decisions unless Vonics has agreed a specific written service schedule for that use.
9. Phone Numbers and Porting
Phone numbers supplied, purchased, selected, allocated or activated through the Vonics platform are provided as a right to use the number with the applicable Vonics service. Unless Vonics expressly agrees otherwise in writing, single numbers and numbers drawn from a Vonics-managed pool are not sold to you, are not owned by you, and remain subject to applicable numbering rules, carrier arrangements, upstream provider controls and Vonics number management policies.
To the extent permitted by law and applicable telecommunications numbering and portability rules, single numbers assigned to a customer through the Vonics platform are not automatically portable out. A request to port out a single number is subject to prior written approval by Vonics. Vonics may decline, delay or condition approval where the number is part of a Vonics-managed pool, is not allocated exclusively to you, is required for service integrity, is affected by fraud or abuse risk, has unpaid charges, is subject to operational or carrier restrictions, or where Vonics reasonably considers that porting is not available or appropriate.
Where Vonics assigns a full 100-number block exclusively to you and the relevant carrier, upstream provider and regulatory rules support porting, Vonics will treat that block as eligible for an outbound porting assessment. You remain responsible for all porting forms, authority documents, losing-carrier and gaining-carrier requirements, outstanding service charges, early termination charges, carrier charges, project work and reasonable administration fees associated with the port.
If you raise, threaten or continue a Telecommunications Industry Ombudsman complaint, legal demand, chargeback, regulator escalation, porting dispute or similar claim about a number that is not eligible for port-out under these Terms, or where the dispute is caused by your instructions, incorrect information, unauthorised request, unpaid charges or failure to follow the required process, you agree to reimburse Vonics for reasonable external costs, scheme fees, carrier fees, professional costs and internal administration costs incurred by Vonics in responding to that matter, except to the extent those costs are caused by Vonics' breach of law or cannot lawfully be recovered from you. You accept this cost responsibility by signing up for, continuing to use, or requesting numbers through the Vonics services.
10. Connected Services and Third Parties
Vonics may connect with carriers, Vonics Billing, Twilio, Xero, Microsoft, Google, Dialogflow, OpenAI, cloud providers, monitoring platforms, ticketing systems, payment providers and other third-party services. Those services are not controlled by Vonics and may have their own terms, prices, outages, security controls, data practices and usage rules.
Vonics is not responsible for failures, delays, rate limits, data loss, incorrect data, access denial, security incidents, billing disputes or compliance breaches caused by third-party services, customer systems, customer credentials, customer configurations or user actions.
11. Security and Data Protection
Vonics uses reasonable technical and organisational controls for the services it operates. No online, telephony, AI, cloud or integration service can be guaranteed secure, uninterrupted or error free.
You are responsible for configuring your tenant securely, limiting user access, rotating credentials, reviewing logs, choosing suitable integrations, avoiding unnecessary sensitive data and promptly telling Vonics about suspected unauthorised access or misuse.
Where legally required, Vonics will assess suspected eligible data breaches and make notifications required by applicable law. You remain responsible for breach response obligations that apply to your own business, end users, systems and data.
12. Availability, Changes and Beta Features
Vonics may modify, suspend, replace or discontinue features. Demo, trial, beta, proof-of-concept and preview features are provided for evaluation and may be changed or withdrawn without notice.
Service availability depends on networks, carriers, APIs, cloud infrastructure, third-party systems and customer configuration. Vonics does not guarantee continuous availability unless a signed service level agreement says otherwise.
13. Warranties and Disclaimers
To the maximum extent permitted by law, Vonics provides the services on an "as is" and "as available" basis and excludes all warranties, guarantees and conditions not expressly stated in these Terms. Nothing in these Terms excludes rights that cannot lawfully be excluded under Australian Consumer Law or other applicable law.
You accept that use of automation, AI outputs, call flows, payment reminders, alarms, booking workflows and connected integrations involves operational risk. You must maintain appropriate human oversight, backups, business continuity, security, audit and manual fallback procedures.
14. Limitation of Liability
To the maximum extent permitted by law, Vonics is not liable for indirect, consequential, special, exemplary or punitive loss, lost profits, lost revenue, lost goodwill, lost data, business interruption, security incidents, carrier failures, third-party outages, customer misconfiguration, unauthorised access caused by compromised credentials, or reliance on AI outputs.
To the maximum extent permitted by law, Vonics' total aggregate liability for any claim is limited to the greater of AUD $100 or the fees paid by the customer to Vonics for the affected service in the three months before the event giving rise to the claim. For free, demo or trial services, Vonics' total aggregate liability is limited to AUD $100.
15. Indemnity
You indemnify Vonics against claims, losses, fines, penalties, costs and expenses arising from your data, your users, your end customers, your connected systems, your unlawful use, your breach of these Terms, your failure to obtain consent, your breach of third-party provider rules, your content, your instructions, number porting disputes or your misuse of AI, telephony, SMS, recording or workflow automation.
16. Termination
Either party may end a trial or subscription as allowed by the applicable order or plan. Vonics may suspend or terminate access for non-payment, expired trial, legal risk, security risk, carrier or provider requirement, suspected abuse or material breach.
17. Governing Law
These Terms are governed by the laws of New South Wales, Australia. The parties submit to the courts of New South Wales and applicable Australian federal courts.
18. Contact
Questions about these Terms can be sent through the Vonics contact form.