Terms of Service

Last updated: 2 October 2026

1. Agreement and Scope

1.1 These Terms govern access to the Frontly AI calling platform, dashboard and related services (“Service”), operated by DemoLabs Pty Ltd (ABN 37 155 797 416), a company incorporated in Victoria, Australia (“Frontly”, “we”, “us” or “our”). DemoLabs Pty Ltd is the contracting party regardless of your location.

1.2 By registering, purchasing or using the Service, you accept these Terms. If acting for an organisation, you confirm that you have authority to bind it. “You” means the subscribing person or organisation.

1.3 The Service is intended for business use. These Terms apply to standard plans. Enterprise services are governed by a separate written agreement, which prevails wherever they conflict. Your legal status and mandatory rights are determined by applicable law.

2. Service and Support

2.1 Standard plans provide inbound AI agents that answer calls, capture enquiries, qualify callers, book appointments and route calls through configured workflows. Available features are described in your selected plan or written agreement.

2.2 Outbound calling, deployment into your own cloud environment and on-premises deployment require a separately scoped Enterprise agreement.

2.3 Standard plans are self-service and include email support during the business hours and time zone published for your service or confirmed during onboarding. They do not include guaranteed uptime, uninterrupted operation, error-free performance or guaranteed support response times.

2.4 The optional managed-service add-on includes workflow, prompt and knowledge-base changes performed on your behalf, a telephone support line during those hours, an assigned Customer Success Partner and proactive workflow reviews. It does not include an uptime or response-time guarantee.

2.5 The Service depends on telecommunications carriers, AI providers, payment processing, email delivery and other external systems. Their availability, restrictions or changes may affect particular features. Connecting your own third-party account may require you to accept that provider’s terms and maintain its access permissions.

3. Accounts, Setup and Approval

3.1 New subscriptions begin with a seven-day setup and testing period from the commencement date shown at signup. We use this period to configure and test agents, assess agreed integrations and complete relevant business, identity, telephone-number eligibility, security and compliance checks.

3.2 You must provide accurate account information, cooperate with verification requests, supply information needed for configuration, protect account credentials and promptly report suspected unauthorised access.

3.3 Activation is subject to successful onboarding and lawful service availability in the relevant countries. We may decline onboarding if required verification is incomplete, an agreed integration cannot reasonably be supported, or the proposed use does not meet these Terms.

3.4 Custom integrations are included only where expressly agreed. Purchasing a standard plan does not guarantee compatibility with every external system.

4. Plans, Billing, Changes, Cancellation and Refunds

4.1 Plans, currency and taxes. Your selected plan defines its features, agents, included allowances and usage rates. Current standard plans are published at gofrontly.com/pricing, and applicable charges are confirmed before purchase.

Fees are payable in US dollars unless another currency is expressly stated at checkout. Prices exclude applicable taxes unless stated otherwise or tax-inclusive pricing is required by law. Any taxes we must collect are disclosed before purchase and itemised on your invoice. Where a reverse-charge or similar mechanism applies, you are responsible for accounting for the applicable tax.

Annual plans cover a 12-month service term and are paid in full upfront. Monthly plans are billed monthly, with no annual commitment, at a price 20% higher than the monthly equivalent of the annual plan.

Promotional discounts apply only to the amounts, eligibility and duration shown before confirmation. The disclosed standard price applies when a temporary discount ends.

4.2 Initial billing. Your payment method is collected at signup. Any monthly set-up fee is charged then; annual subscription fees may also be collected upfront as disclosed at checkout.

No subscription or usage fees are allocated to the initial setup and testing period. The paid service term begins after that period, on the date shown at signup. Monthly subscription fees are first charged when the paid term begins; any prepaid annual fee covers the subsequent annual service term.

If setup or verification requires more time, we will notify you and agree a revised paid commencement date before the paid term begins.

4.3 Set-up fee and onboarding refunds. Monthly plans have a one-off set-up fee, with its amount and currency disclosed before purchase, to build and configure your agents. Annual plans include setup without a separate fee. Switching from annual to monthly during setup triggers the applicable monthly set-up fee.

If you cancel before setup work begins, we refund the set-up fee. Once work begins, it is non-refundable for change-of-mind cancellation, subject to statutory withdrawal rights and applicable law.

If Frontly declines onboarding or cannot provide the agreed service during setup, we refund the set-up fee and any prepaid subscription fees. If you cancel during setup, prepaid subscription fees are refunded, while the set-up fee is treated as described above.

4.4 Included allowances and excess usage. Included call minutes apply to the services specified in your plan. Standard subscriptions cover inbound calling; Enterprise allowances are defined in the applicable agreement.

Allowances reset monthly from your paid service commencement date, including on annual plans. An immediate upgrade starts a new allowance cycle. Unused allowances expire at the end of each monthly cycle, do not roll over, have no cash value and cannot be sold or transferred between accounts, plans or users.

Additional call minutes, chargeable transfers and SMS beyond your inclusions are billed in arrears at the rates applicable when the usage occurs.

Monthly plans include these charges on the next monthly invoice. Annual plans receive separate monthly usage invoices. Outstanding usage after service ends is included on a final invoice.

4.5 Payment methods and invoices. Available payment methods are shown at checkout and may vary by country and currency. Payments are handled by our payment processor. Frontly does not add a payment-method surcharge; your bank or payment provider may impose its own currency-conversion or other charges.

You authorise collection of agreed subscription and usage charges from your payment method on file. Invoices are made available electronically. Where no payment method is available, separately invoiced usage charges are payable within 14 days of the invoice date.

4.6 Renewals and price changes. Where you authorise recurring billing at checkout, subscriptions automatically renew for the same monthly or annual period unless cancelled or a plan change is scheduled before renewal. The recurring amount, billing frequency and cancellation method are disclosed before purchase.

We will notify you before annual renewal and provide any additional notices required by applicable law. Subscription or usage-rate increases require at least 30 days’ notice, or a longer period where legally required.

Subscription increases apply from the next renewal. Usage-rate increases apply only to usage after their notified effective date.

You may cancel before a price change takes effect. If a usage-rate increase takes effect during a prepaid term, you may end the affected service before that date and receive a proportional refund for unused prepaid subscription time.

4.7 Changing plans. During setup, changing plans does not restart or extend the setup period. Prepaid subscription payments are adjusted to the selected plan; the monthly set-up fee applies if you switch to monthly billing.

After paid service begins, upgrades take effect immediately and start a new billing period. We charge the new plan fee less a proportional credit for unused paid time on the previous plan. The charge, credit, new allowance and next billing date are shown before confirmation.

Downgrades and annual-to-monthly switches take effect when the current paid period ends. Your existing plan continues until then.

4.8 Cancelling and restarting. Cancel through Config → Billing, or email [email protected] if that function is unavailable. We will confirm cancellation and the service end date.

Cancellation during setup prevents the paid service term from starting. After paid service begins, ordinary cancellation stops the next renewal, and service continues until the end of the paid monthly or annual period. Statutory withdrawal or termination rights may permit an earlier end date.

You may withdraw cancellation before service ends without another subscription charge for the same period. Resubscribing after expiry starts a new paid period on the reactivation date, without another initial period free of subscription and usage charges. Any set-up or reconfiguration fee is disclosed before confirmation.

4.9 Refunds after activation. Except for adjustments expressly described in this section or remedies required by law, change-of-mind cancellations and plan changes receive no refund or credit for unused paid time, included allowances or delivered usage.

If Frontly permanently ends your paid service for reasons unrelated to your breach, we refund unused prepaid subscription time. The same applies if you end the affected service because of a material adverse change notified under these Terms.

Subscription charges continue during suspension caused by your non-payment or material breach, subject to applicable law. For other suspensions, we will provide an appropriate adjustment for paid service that we do not supply.

4.10 Billing errors and disputes. Report suspected billing errors to [email protected] promptly, preferably within 30 days of the invoice date. This requested timeframe does not limit statutory rights.

We will investigate and correct confirmed errors. Refunds are returned to the original payment method where practicable, unless you agree to a credit or another method, and within any legally required timeframe.

Please contact us to resolve disputed charges. This does not prevent you from exercising rights through your bank, payment provider or applicable law.

4.11 Statutory withdrawal rights. If applicable law gives you a cooling-off or withdrawal right, it applies independently of our setup period and commercial cancellation rules. This includes applicable 14-day withdrawal rights for qualifying EU/EEA and UK consumer distance contracts, generally measured from the date the contract is concluded.

You may exercise an applicable right by sending a clear cancellation statement to [email protected] or using an applicable online withdrawal function. No explanation is required where the law provides unconditional withdrawal.

Where required, we will obtain your express request before starting chargeable services within a statutory withdrawal period. If you withdraw, we may retain only an amount lawfully payable for services supplied at your request. Starting setup does not automatically waive your withdrawal right or make the entire set-up fee non-refundable.

5. Telephone Numbers and Calling Coverage

5.1 Telephone-number availability, supported destinations, number types and registration requirements vary by country. We confirm supported coverage and eligibility during onboarding. A global subscription does not guarantee availability in every country or access to every destination.

5.2 A number assigned by Frontly is allocated for your exclusive use during your active subscription, subject to carrier requirements and regulatory eligibility. Allocation does not give you permanent ownership of the number.

5.3 We may reclaim an assigned number after account termination or suspension for non-payment, subject to applicable telecommunications obligations. Number transfers or porting are subject to local law, carrier processes and technical availability.

5.4 Frontly is not an emergency calling service. It does not support calls or transfers to emergency numbers, including 911, 999, 112 or 000, and must not be configured to route calls to them. Maintain a separate means of contacting emergency services. Emergency workflows should direct callers to use their own telephone.

6. AI Configuration, Accuracy and Human Oversight

6.1 AI responses can be inaccurate, incomplete or fabricated, even when agents are configured correctly. You must review relevant transcripts, booking details and captured information, and promptly correct errors or unintended commitments.

6.2 You are responsible for the accuracy of information and instructions you supply, approving workflows before live use and maintaining appropriate human escalation paths.

6.3 Do not configure AI Agents to impersonate a person or conceal their automated nature.

6.4 The Service must not be relied upon for legal, medical, financial, technical or other professional advice, or as the sole basis for decisions that materially affect a person’s rights, health or finances. Regulated or complex enquiries must be referred to suitably qualified staff.

6.5 Do not deploy the Service for a legally restricted or high-risk automated decision-making purpose without a separately agreed configuration and the safeguards required by applicable law.

7. Acceptable Use and Communications Compliance

You are responsible for ensuring your campaigns, contact lists, scripts and instructions comply with the laws applicable to your business, the numbers used and the people contacted. This does not remove Frontly’s own legal obligations.

7.1 Lawful contact. You must have a lawful basis for contacting recipients and retain evidence of any consent or exemption relied upon. Screen contact lists against relevant do-not-call registers and suppression lists where required, and observe the applicable checking periods.

For outbound AI calls, obtain the consent required for artificial or prerecorded voice communications, including express written consent where required. A business relationship or publicly listed telephone number does not by itself establish every required permission.

7.2 Identification and calling hours. Provide the required caller and business identification, explain the purpose of the call, and use valid caller identification and return-contact details. Do not spoof numbers or misrepresent the caller’s identity or location.

Observe the calling hours, local time zones, holiday restrictions and return-contact requirements applicable to each recipient. Australian calling rules do not replace the rules of another country.

7.3 Stop requests and messages. End calls promptly when recipients ask to stop or indicate they do not wish to continue. Honour withdrawn consent and maintain suppression lists for future campaigns.

Commercial SMS and email must satisfy applicable consent, sender-identification and unsubscribe requirements. Distinguish service communications from marketing; adding promotional content may change the rules that apply.

7.4 Local requirements. Applicable requirements may include US federal and state robocall and telemarketing laws, UK privacy and electronic-communications rules, EU/EEA national electronic-marketing laws and corresponding requirements elsewhere. Enterprise approval does not exempt a campaign from those requirements.

7.5 Prohibited and harmful use. Do not use Frontly for scams, fraud, impersonation, unlawful harassment, deceptive marketing, unauthorised access, illegal content or evasion of carrier, regulatory or applicable trade restrictions.

Use must remain reasonable and must not materially disrupt the platform or other customers. Prohibited patterns include abusive automated traffic, spam and attempts to bypass service safeguards. High usage alone is not a breach where it is legitimate and consistent with your plan.

8. Customer Data, Privacy, Recording and AI Training

8.1 Ownership and processing permission. You retain the rights you hold in your contact lists, business information, transcripts, recordings and other content uploaded to or generated through the Service (“Customer Data”).

You authorise Frontly to host, process and transmit Customer Data as needed to provide, secure, maintain and support the Service, and for the limited improvement purposes described below. You must have the necessary rights, notices and permissions for this processing.

8.2 Data-protection roles and agreements. For personal information processed on your behalf to operate your agents, you generally act as controller or business, and Frontly acts as processor or service provider, depending on applicable law. We act independently for information used to administer our own customer relationships, security and legal obligations.

Where legally required, processing must be covered by a separate data-processing agreement before it begins. That agreement must address documented instructions, confidentiality, security, subprocessors, assistance with individual rights and incidents, return or deletion, and required transfer safeguards. An agreed data-processing agreement prevails over these Terms on those matters.

8.3 Hosting, security and international processing. Customer Data is hosted in the region assigned to your account, such as the United States, European Union or United Kingdom, as confirmed during onboarding. Customer Data is encrypted in transit and at rest.

Regional hosting does not mean all processing or access occurs within that region. Limited call content is transmitted to specialist voice and language-model providers for real-time processing. Providers and authorised support personnel may operate in other countries, including Australia.

International transfers and access must comply with applicable data-protection law. Where required, appropriate safeguards must be established, such as EU Standard Contractual Clauses or an applicable UK transfer agreement or addendum.

Provider access, retention restrictions and processing locations are governed by the applicable provider arrangements, our Privacy Policy and any agreed data-processing agreement. We do not sell or lease identifiable Customer Data.

8.4 Data minimisation and regulated information. Standard plans are intended for limited information such as caller names, telephone numbers and appointment or enquiry details.

Do not upload clinical records, legal case files or configure workflows to collect sensitive or specially regulated records without a separately agreed arrangement and any required safeguards or agreements.

You must keep privacy notices accurate and collect only information reasonably needed for your business purpose. We handle personal information in accordance with applicable privacy law and our Privacy Policy.

8.5 Transcripts and recordings. Calls are transcribed as part of the Service, and transcripts are available through the dashboard after the call.

Audio recording is an optional add-on, disabled by default. When enabled, it applies to every inbound and outbound call on the account; the Service does not offer callers a recording opt-out for an individual call.

Recordings are available for 60 days and then automatically deleted. Other retention and deletion arrangements are described in the Privacy Policy or your written agreement.

You must provide required recording and transcription notices and obtain any consent required in the relevant jurisdictions. A recording announcement alone may not satisfy an all-party-consent or other legal requirement. If required consent is refused or withdrawn, do not continue the recorded conversation; direct the caller to an appropriate alternative contact method.

8.6 Improvement and AI training. Frontly may use genuinely de-identified and aggregated system data for analytics, service improvement and internal AI training, subject to applicable law and any agreed data-processing restrictions. You grant a perpetual, royalty-free permission for those limited uses, provided individuals cannot reasonably be identified.

Removing direct identifiers alone does not necessarily make information anonymous. Information that remains identifiable or reasonably capable of re-identification remains subject to applicable data-protection requirements.

Identifiable Customer Data will not be used for AI training or disclosed to other customers. It will not be supplied for third-party public-model training without a separately agreed lawful basis and any required consent. Your acceptance of these Terms does not substitute for consent required from another individual.

8.7 Your records and individual rights. You are responsible for exporting records you need before access ends. Account closure does not override legally required retention, applicable individual rights or agreed return and deletion obligations.

We will provide assistance required by applicable law or an agreed data-processing agreement for access, correction, deletion and other individual-rights requests.

9. Frontly Intellectual Property

9.1 Frontly and its licensors retain all rights in the platform, software, workflow builder, integrations, proprietary configurations, trade marks and related materials, excluding your Customer Data.

9.2 You receive a limited, non-exclusive right to use the Service during your authorised subscription. You must not copy, resell, reverse-engineer or circumvent the Service except where expressly permitted by us or applicable law.

9.3 We may use feedback and suggestions you provide without compensation or an obligation to implement them.

10. Suspension and Termination

10.1 We may restrict, throttle or suspend affected features where reasonably necessary to investigate suspected misuse, address a security risk, comply with law or carrier requirements, protect other customers, or respond to reversed or unpaid payments.

10.2 Where practicable, we will explain the reason, affected services and steps required to resolve the issue, and give you a reasonable opportunity to do so. Urgent action may be taken without advance notice where delay would create a material risk. Raising a billing complaint alone is not grounds for suspension.

10.3 We may terminate an account for a serious or repeated breach, an unresolved material breach after reasonable notice, or where continued service would be unlawful. If we discontinue a service for business reasons, we will give reasonable advance notice.

10.4 Restrictions will be proportionate to the issue. We will restore affected access when the issue is resolved, unless termination or continued restriction is reasonably necessary.

11. Statutory Rights, Liability and Indemnity

11.1 Statutory rights. Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded. This includes applicable Australian Consumer Law protections and mandatory protections under the laws relevant to your purchase.

Where applicable, you may be entitled to rectification, cancellation, refunds, compensation or other remedies. Mandatory rights govern every section and prevail over inconsistent wording. Neither an Enterprise agreement nor a business-use description removes rights that apply by law.

11.2 Liability limits. Where lawful and fair and reasonable, liability for failure of an applicable consumer guarantee relating to business services may be limited to supplying the services again or paying the cost of having them supplied again.

For other claims, to the extent permitted by law, Frontly is not liable for indirect or consequential loss, including consequential loss of revenue, bookings or reputation. Our total liability is limited to the subscription fees paid for the billing period affected by the claim.

These limitations do not apply to fraud, wilful misconduct, breaches of our confidentiality or privacy obligations, death or personal injury caused by negligence, or liability that cannot lawfully be limited.

AI errors and third-party outages do not remove any responsibility Frontly has under applicable law.

11.3 Customer indemnity. To the extent permitted by law, you indemnify Frontly against reasonable losses and legal costs arising from third-party claims caused by your unlawful use, material breach of these Terms or infringement of another person’s rights.

This indemnity applies only to the extent the loss is attributable to your conduct. It excludes losses caused or contributed to by Frontly’s breach, negligence or misconduct, and penalties that cannot lawfully be indemnified.

We will notify you promptly of relevant claims, take reasonable steps to minimise loss and allow you a reasonable opportunity to participate in their defence.

12. Changes, Governing Law and Contact

12.1 We may update these Terms to reflect changes in the Service, law or reasonable business requirements. Material changes will be notified by email or through the dashboard at least 30 days before taking effect, or longer where legally required, unless earlier action is reasonably required for legal or security reasons.

12.2 Changes do not apply retrospectively to accrued rights or charges. If a material change adversely affects your existing service, you may end the affected service before the change takes effect. Where applicable law requires affirmative agreement to a change, continued use alone will not replace that agreement.

12.3 These Terms are governed by the laws of Victoria, Australia. Victorian courts have jurisdiction, subject to mandatory local law. This does not remove any non-excludable right to rely on local protections, bring proceedings in another competent court or tribunal, or complain to a regulator or other authorised body.

12.4 If a provision is unenforceable, the remaining provisions continue to apply where they can operate independently.

12.5 For questions, account requests, withdrawal notices or complaints, contact [email protected].