Terms of Service

Last updated 1 November 2026

Draft pending legal review. This document describes how the Velobiz platform currently works so you know what you're agreeing to. It has not yet been reviewed by a lawyer and will be replaced by a reviewed version before general release. If anything here matters to your decision, please talk to us first.

1. Who we are and what Velobiz provides

These terms are an agreement between you (the business that registers an account) and Velobiz Pty Ltd (trading as Velobiz AI) ("Velobiz", "we", "us").

Velobiz provides an AI assistant ("your AI employee") that answers calls, replies to messages, captures leads, and books appointments on your behalf, together with a web dashboard for managing it and, if you order it, the Website Builder described in section 5. Availability depends on third-party services we build on, including telephony, calendar, email and AI model providers.

These terms include the policies they link to: the Privacy Policy, the Refund and Cancellation Policy, the Acceptable Use Policy and the AI Use Policy.

2. Your account

• You must give accurate business details, and keep your contact details current.
• You are responsible for activity under your account and for keeping your password secure.
• You must be authorised to act for the business you register.
• You can let other people from your business use the account. You are responsible for what they do in it.
• One account represents one business. Tell us before using it for multiple entities.

3. Free trial, plans and renewal

• Free trial. New accounts get a 7-day free trial. You don't need a payment card to start it and nothing is charged during it. When the trial ends you can choose a paid plan to keep going. If you don't, we stop providing the service and handle your data as described in section 15.
• Paid plans renew automatically. A paid plan renews at the end of each billing period, monthly, or annually for annual plans, until you cancel. We charge the payment method you gave us at each renewal. We'll remind you before an annual plan renews.
• Billing. Plans are billed in advance in the currency shown when you sign up. Usage-based charges, such as calls, texts, emails and AI Actions, are billed in arrears.
• GST. Prices we show you exclude GST. GST is added to what you pay and shown on your tax invoice.
• Price changes. We'll give you at least 30 days' notice before a price change takes effect for you. You can cancel before it applies.
• Unpaid accounts. If a payment fails we'll tell you and give you the chance to fix it. We may suspend an account that stays unpaid after that notice.

4. Refunds

You can cancel at any time. Our Refund and Cancellation Policy sets out what you get back in each situation: monthly and annual plans, the Website Builder deposit, and billing errors.

Our services come with guarantees under the Australian Consumer Law that cannot be excluded. For a major failure of the service you are entitled to cancel and to a refund for the unused portion, or to compensation for the drop in its value, and to compensation for any other reasonably foreseeable loss or damage. These guarantees apply where the Australian Consumer Law treats you as a consumer. Nothing in these terms or in the refund policy limits them.

5. Website Builder

If you order a website from us:

• We show you designs before you pay a deposit.
• You pay a 30% deposit to start the build, and the 70% balance before your site goes live. The balance is only due once you've approved the preview.
• Once you have paid in full, the content and design of your finished site become yours. Our platform code, templates and tools stay ours. While your site is hosted with us you get a non-exclusive licence to use them to run it.
• You can ask us to hand over your site's content and design so you can host it elsewhere (transfer-out). Parts that belong to our platform, such as our templates, tools and hosting set-up, stay with us, and we'll tell you what a transfer includes before you decide.
• A care plan covers the ongoing hosting and care of your site, as described when you order it. You can cancel it at any time and it ends at the end of your current billing period.
• We won't publish changes to your live site without your approval, except the business profile and feature updates you switch on (for example keeping your contact details and the features you've enabled in step with your Velobiz profile).
• You confirm you have the right to use the text, images and logos you give us, and that they don't infringe anyone's rights.

6. Reading your website

During setup we fetch pages from the website address you give us and use them to pre-fill your configuration and to build your assistant's knowledge base. By entering a website address you confirm you are entitled to let us do that. We only read pages that are publicly reachable, we identify ourselves in our requests, and we do not attempt to bypass logins, paywalls or access controls.

7. How your AI employee behaves

Your assistant answers from the configuration and knowledge you provide. It can make mistakes. You remain responsible for what it says on your behalf, for reviewing its output, and for any commitments made to your customers through it. Do not use it where an error would cause harm, including emergency, medical, legal or financial advice.

It identifies itself as an AI assistant, and it is built never to claim to be a person. Our default greeting tells callers they're speaking with an AI assistant and that calls are recorded. If you write your own greeting, it must keep both disclosures: you must not present it as a human or otherwise mislead people about who they are talking to, and it must tell callers that calls are recorded. More detail is in our AI Use Policy.

8. Calls, messages and consent

You are responsible for complying with the marketing and privacy laws that apply to you, including the Australian Privacy Act 1988, the Spam Act 2003, the Do Not Call Register Act 2006 and the Telecommunications (Telemarketing and Research Calls) Industry Standard 2017. Our platform records consent and honours opt-outs, but the legal obligation to contact people lawfully is yours.

Our voice provider records calls so we can produce your written call summary. We remove access to call recordings after 30 days, and the stored audio is then deleted under our voice provider's retention settings. You do not receive the audio. Our default greeting tells callers that calls are recorded. If you write your own greeting you must keep that notice, and you remain responsible for any other notice the surveillance and listening-device laws of your state or territory require.

9. Acceptable use

You agree to use Velobiz lawfully and fairly. The Acceptable Use Policy lists what is not allowed, including unsolicited marketing, impersonation, passing the AI off as a human, handling card or credential data, and clinical records.

10. Your data

You own your business data, your customer records and your content. You grant us the licence needed to operate the service for you: storing, processing and transmitting that data, including through the third-party providers we use. You can export your leads and close your account at any time; see the Privacy Policy for retention periods.

We do not sell your data. Velobiz does not use your data, or your customers' data, to train AI models. Anthropic and Google's paid API services don't use the data we send them to train their models under their commercial terms. We are confirming the equivalent settings for every other provider and will list them in our AI Use Policy.

11. Changes to your data

We change your data (your account settings, business configuration, customer and lead records, and website content) only:

1. on your instructions or with your consent, including changes you or your authorised users make in the dashboard, changes you ask us to make in writing, and changes our support team makes while you have granted support access;
2. through automations you have switched on, each described in your dashboard, for example asking a caller by text to confirm their details, recording corrections a caller gives your AI employee, and syncing your business profile and features to your website;
3. where needed to deliver and run the services you have ordered, such as setup, phone-number provisioning and billing, and the automatic processing the service is built on, as described in your dashboard and our policies, for example scoring and organising your leads, scheduling follow-ups, and deleting data under our retention schedule; or
4. where the law requires it, or to deal with a security incident or prevent harm, in which case we will tell you promptly unless the law prevents us.

Every change is recorded in an audit trail, and changes made by our staff are shown in your account.

Support access

Our support staff can only sign in to your account (see and use it as you do) while you've granted support access from Profile → Support access. You choose how long (24 hours, 7 days or 30 days) and whether it's view-only or view-and-change, and you can turn it off at any time.

Separately, a small number of authorised Velobiz staff can view and adjust your service set-up through our internal tools, but only to deliver services you've ordered, at your request, or in the circumstances in paragraph (d) above.

In an emergency, for example a security incident or a service outage affecting your customers, a senior member of staff may sign in to your account without a grant. They must record the reason, and we will notify you.

Every sign-in and every change our staff make is logged and shown in your account's access history.

12. Confidentiality

Each of us must keep the other's confidential information confidential, use it only for the purposes of these terms, and share it only with people who need it to deliver or receive the service and who are bound to keep it confidential (for example employees, advisers and the service providers we use), or where the law requires it. Your customer and lead records are your confidential information. Information that is already public (other than through a breach), or that the other side already had or developed on its own, isn't confidential information. These obligations continue after the agreement ends.

13. Intellectual property

• Our platform. Velobiz owns the platform: its software, templates, designs, documentation, and the Velobiz name and branding. While your agreement is in force you get a non-exclusive, non-transferable right to use it for your business.
• Your content and data. You keep ownership of your content, your data and your customer records (section 10), and of your finished website as set out in section 5. You can use the summaries, drafts and other output the service produces for your business however you like.
• Feedback. If you give us feedback or suggestions, you allow us to use them to improve the service without paying you or crediting you.

14. Availability

We aim for high availability but do not guarantee uninterrupted service. We may perform maintenance, and we depend on third-party providers whose outages affect us. Where we offer a service-level commitment it will be stated in your plan.

15. Ending the agreement

• You. You may cancel at any time from your dashboard or by contacting us. Cancellation takes effect at the end of your current billing period. For annual plans, see the Refund and Cancellation Policy.
• Us, for convenience. We may end the agreement by giving you at least 30 days' notice, and we will refund any prepaid fees for the period after it ends.
• Us, immediately. We may suspend or terminate straight away only if you materially breach these terms and don't fix it within 14 days of our notice, if you don't pay after we've given notice, or where the law requires it or it is needed to deal with a security incident or prevent serious harm.
• Your data afterwards. Export your leads before you close your account. After closure we keep and then delete your data as the Privacy Policy describes.

16. Liability

• Nothing here excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot be excluded.
• Where the Australian Consumer Law lets us limit our liability for services that are not ordinarily acquired for personal, domestic or household use, our liability for a failure to meet a consumer guarantee is limited, to the extent the law allows, to supplying the services again or paying the cost of having them supplied again (section 64A).
• Otherwise, each party's total liability to the other for all claims connected with these terms is capped at the fees paid or payable by you in the 12 months before the claim arose.
• Neither party is liable to the other for indirect or consequential loss, including lost profits or lost business.
• The cap and that exclusion do not apply to a party's breach of its confidentiality or privacy obligations, to fraud, or to your obligation to pay fees.

17. Changes to these terms

• We'll give you at least 30 days' notice of material changes, by email and in the dashboard, before they take effect. Changes don't apply retrospectively.
• If you don't agree with a material change you can cancel before it takes effect, and we'll refund any prepaid fees for the period after you cancel.
• Minor changes that don't disadvantage you, such as clarifications or new optional features, may take effect on notice.

18. Disputes

If there's a dispute, the party raising it gives the other written notice describing it. We'll both negotiate in good faith for 20 business days. If it isn't resolved, we'll try mediation (for example through the Resolution Institute) before either of us starts court proceedings, and share the mediator's costs equally. Either of us can go to court at any time for urgent interlocutory relief.

19. Governing law

These terms are governed by the laws of New South Wales, Australia, and the courts of that state have non-exclusive jurisdiction.

20. General

• Entire agreement. These terms, with the policies linked from them, are the whole agreement between us about Velobiz.
• Precedence. If a linked policy conflicts with these terms, these terms prevail, except that the Privacy Policy prevails on how we handle personal information.
• Assignment. You can't transfer your rights under these terms without our consent, which we won't unreasonably withhold. We may transfer ours to a successor to our business if your rights stay the same.
• Severability. If a part of these terms is unenforceable, the rest still applies.
• Notices. We'll send notices to the email address on your account and show them in your dashboard. You can send notices to hello@velobiz.com.au.