Terms of Service

Last updated: August 6, 2026

Welcome to Frontly. These Terms of Service (the "Terms") govern your access to and use of the Frontly AI front desk platform, including our AI agents, dashboard, and related services (collectively, the "Service"). The Service is provided by DemoLabs Pty Ltd (ABN 37 155 797 416), a company incorporated in Victoria, Australia ("we", "us", "our"). DemoLabs Pty Ltd is the contracting party for every customer wherever located, including customers in the United States, the European Union, and the United Kingdom. By registering for an account, signing a commercial agreement, or using the Service, you agree to be bound by these Terms. If you are accepting these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these Terms. If you do not agree, do not use the Service.

1. Description of Service

1.1 The Service. Frontly is an AI calling platform that answers inbound calls on behalf of businesses. It qualifies callers, books appointments, routes calls to your team, and covers you after hours. The Service is provided on a subscription basis. Current plan options and rates are published at https://gofrontly.com/pricing.

1.2 Enterprise engagements. Outbound calling, and deployment of the Service into your own cloud environment or on your own premises, are not part of the self-serve subscription. They are quoted, scoped, and contracted separately under an enterprise agreement. Where an enterprise agreement is in place and conflicts with these Terms, the enterprise agreement prevails for the services it covers.

2. Subscriptions, Invoicing, and Payment

2.1 Subscription terms. Frontly is provided on a subscription basis. Your specific inclusions (for example, call minutes, AI agents, and SMS limits) are defined in your selected plan or direct commercial agreement.

2.2 Billing options. Each self-serve Frontly plan is offered on two billing options:

Yearly plan: paid in full upfront for a 12-month service term. The yearly plan auto-renews at the end of the term at the then-current standard yearly rate. You may opt out of auto-renewal at any time by emailing [email protected] before the renewal date. Opting out cancels the next renewal but does not refund the current term.
Monthly plan: billed monthly at a rate 20% higher than the equivalent yearly plan, with no long-term commitment. You may cancel any time and your subscription will remain active until the end of the current billing month. Cancellation does not refund the current month.

2.3 Currency, prices, and taxes. Fees are payable in US dollars (USD) unless a different currency is stated at the time of purchase. All listed prices are tax-exclusive: they exclude applicable sales taxes or value-added taxes, which are itemized separately where we are required to charge them. Where you are required to account for tax yourself under a reverse-charge or similar mechanism, you remain responsible for doing so. A one-off setup fee may apply depending on the plan you select; the amount applicable to your plan is shown on the pricing page and confirmed before you are billed.

2.4 Usage and delta charges. Any usage exceeding your plan's base inclusions (such as additional call minutes or SMS messages) is calculated at the end of each calendar month and billed in arrears as a supplementary invoice. You authorize Frontly to charge these delta fees to your payment method on file. Where no payment method is on file, delta fees will be invoiced monthly in arrears and are payable within 14 days of the invoice date. Per-unit overage rates are those published on our pricing page at the time of billing, plus any applicable taxes.

2.5 Service number allocation. Where a telephone number is provisioned or leased for your account, that number is made available for your exclusive use for the duration of your active subscription. Availability, number format, and any documentation required before a number can be assigned vary by country. We reserve the right to reclaim the number if your account is terminated or suspended for non-payment.

3. Charging Window and First Payment

When you sign up, your payment details are collected and your account is reserved immediately. The first payment is processed seven (7) days after sign-up. This window allows our team to provision and verify your AI front desk before billing begins; it is not a free trial. From the moment your payment details are on file you are a Frontly customer and the cancellation and refund terms in section 4 apply.

4. Cancellations and Refunds

Frontly does not issue refunds on any plan. Cancellation stops future billing only; payments already processed are not refundable.

Cancellation during the 7-day charging window (Day 0 to 7):your payment method is not charged and your subscription is voided.
Yearly plan cancellation after Day 7: cancellation stops the next yearly renewal. The current 12-month term has been paid in full upfront and is non-refundable, including where the customer ceases to use the Service before the end of the term. The Service remains available to you for the remainder of the paid term.
Monthly plan cancellation after Day 7: cancellation stops the next monthly renewal. The current billing month has been paid and is non-refundable. The Service remains available to you for the remainder of the paid month.

Nothing in this section limits any consumer right or remedy that cannot be excluded by law. See section 12.

5. Included Monthly Minutes and Usage

Each Frontly plan includes a monthly allowance of call minutes (the "Included Monthly Minutes"). The allowance for each plan is set out on our pricing page.

Scope. Included Monthly Minutes count toward the calls your plan covers, as described on the pricing page.
Reset. The allowance refreshes at the start of each billing cycle.
No rollover. Any unused Included Monthly Minutes expire at the end of the billing cycle in which they were issued and do not carry over to the next.
No cash value, non-refundable, non-transferable. Included Monthly Minutes are a measure of service usage, not a stored-value or prepaid balance. They have no cash value, are not refundable in full or in part if unused, and may not be sold, assigned, or transferred between accounts, plans, or users.
Overage. Calls beyond the Included Monthly Minutes, and any SMS messaging beyond your plan's inclusions, are charged at the per-unit overage rate published on our pricing page at the time of billing, plus any applicable taxes, and are billed in arrears under section 2.4.
Cancellation or downgrade. On cancellation, downgrade, or termination, any remaining Included Monthly Minutes are forfeited immediately and no refund or credit is due.
Outbound calling. Included Monthly Minutes apply to the inbound Service. Outbound calling is not part of the self-serve subscription and is available only under a separate enterprise agreement, as set out in section 1.2.

6. AI Outputs, Accuracy, and Liability

6.1 The nature of generative AI. Frontly uses artificial intelligence to facilitate dynamic conversations. You acknowledge that AI systems are probabilistic. While configured to your instructions, the AI generates responses autonomously and may occasionally produce outputs that are inaccurate, incomplete, or fabricated ("hallucinations").

6.2 Sole responsibility for review. Frontly is a conversational interface, not an automated decision-making system. You are solely responsible for reviewing transcripts, booking details, and data captured in your dashboard, and for promptly correcting any errors or incorrect commitments the AI makes on your behalf.

6.3 No professional advice. The AI must not be relied upon to provide technical, legal, medical, financial, or other professional advice. If your business operates in a regulated industry, you must configure workflows to defer complex inquiries to human staff.

6.4 End-user transparency. You are responsible for ensuring that callers are adequately informed they are interacting with an artificial intelligence system, in compliance with applicable laws.

7. Acceptable Use

You are solely responsible for ensuring that all calls made or received using Frontly comply with the telecommunications, privacy, consumer-contact, and call-recording laws that apply to you and to the people you communicate with.

7.1 Outbound engagements. Outbound calling is available only under a separate enterprise agreement and is governed by that agreement. Where you run an outbound program, you are responsible for ensuring it complies with the telemarketing and consumer-contact law applicable in your jurisdiction and in the jurisdiction of each person you contact, including any consent, suppression-list, caller-identification, and calling-hours requirements that law imposes.
7.2 Emergency services. Frontly is not a replacement for traditional telephone service and is not a substitute for emergency calling: 911 in the United States, 999 or 112 in the United Kingdom, and 112 in the European Union. The Service does not support, and must not be configured to route calls to, emergency services. You must maintain a separate means of reaching emergency services at all times.
7.3 Fair use. Use of the Service is subject to reasonable and fair use, irrespective of your monthly allowance. Frontly reserves the right to review usage patterns that may impact service quality, carrier compliance, or platform sustainability, including excessive automated traffic, spam, abusive callers, high-risk content, and non-human usage. Where such patterns are identified we will contact you in good faith to understand the use case before taking action; in cases of clear abuse, telecom-policy breach, or risk to other customers' service quality, we may rate-limit, throttle, suspend, or terminate calling on the affected number(s) with reasonable notice.
7.4 Indemnity. You fully indemnify Frontly against any claims, fines, penalties, damages, or legal costs arising from your breach of applicable telecommunications or privacy law, or of this Acceptable Use section. We reserve the right to immediately suspend affected calling capabilities if a violation is suspected.

8. Customer Data, Privacy, Security, and AI Training

8.1 Ownership of Customer Data. You retain all rights to the contact lists, recordings, and business information uploaded or generated through Frontly ("Customer Data").

8.2 Data storage and hosting. Customer Data is stored and hosted in your region: the United States, the European Union, or the United Kingdom, according to the region assigned to your account. Customer Data is encrypted in transit and at rest. To deliver real-time voice answering and AI conversation, limited call content (such as what a caller says during a call) is transmitted over encrypted connections to specialist voice and language-model providers for immediate processing. We collect only limited personal information through the Service, typically a caller's name and phone number together with appointment or inquiry details, and we do not require or process sensitive records such as clinical or legal case files.

8.3 Privacy. We handle personal information in accordance with our Privacy Policy and the data protection laws applicable to us. We will never sell or lease your identifiable Customer Data to unauthorized third parties.

8.4 Call recording. In jurisdictions requiring all-party consent for recording, you are responsible for ensuring your AI greeting includes a compliant recording disclosure (for example, "This call is recorded for quality purposes").

8.5 AI training and aggregated data. To improve our AI models, you grant Frontly a perpetual, royalty-free right to use anonymized and aggregated system data.

8.6 Strict anonymization. Before any Customer Data is used for internal AI training, it undergoes a rigorous de-identification process to remove all personally identifiable information. Your identifiable data will never be exposed to other users or injected into third-party public models without your consent.

9. Intellectual Property

9.1 Frontly property. Frontly, DemoLabs, and their licensors own all intellectual property rights in the Service, including the platform, software, AI configuration, workflow builder, voice and model integrations, trademarks, and all related materials. Except for the limited right to use the Service in accordance with these Terms, no rights are granted to you.

9.2 Your content. You retain ownership of your Customer Data and any content you upload to or generate through the Service, as set out in section 8.

9.3 License to operate. You grant Frontly a limited, non-exclusive license to host, process, and transmit your Customer Data only as needed to provide, maintain, and support the Service. You warrant that you have all rights and consents necessary to provide the Customer Data and to authorize this processing.

9.4 Feedback. If you provide feedback or suggestions about the Service, we may use them without any obligation or compensation to you.

10. Third-Party Services

The Service relies on third-party providers, including telecommunications carriers, voice and language-model providers, payment processors, and email delivery services. We are not responsible for the acts, omissions, availability, or outages of third-party providers, and your use of certain features may be subject to those providers' terms. Where third-party providers handle call content, that handling is described in section 8.

11. Promotional Discounts

From time to time we offer promotional discount codes (e.g. "MAY50"). Most promotional codes apply only to the Yearly plan because the 12-month commitment underwrites the discount. Codes are valid only within the date range published at the time of redemption. Promotional pricing applies for the duration specified by the code (e.g. "50% off first 3 months"); after that period, the standing rate applies for the remainder of the contract term. The no-refund policy in section 4 applies to all customers, including those who claimed a promotional discount.

12. Consumer Rights and Limitation of Liability

12.1 Consumer guarantees. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), which applies to us as the supplier. Nothing in these Terms limits or excludes any guarantees, warranties, representations, or conditions implied or imposed by law, including the ACL.

12.2 Your local rights. Nothing in these Terms excludes, restricts, or modifies any right or remedy that cannot be excluded, restricted, or modified under the laws of your place of residence or establishment. Where such a law applies to you, these Terms operate alongside it to the fullest extent permitted, and that law prevails to the extent of any inconsistency.

12.3 Limitation of liability. To the maximum extent permitted by law, Frontly disclaims all liability for any indirect, special, or consequential damages, including lost revenue, lost bookings, or reputational damage, arising from the use of the Service or reliance on AI outputs. Our total liability for any claim under these Terms is strictly limited to the re-supply of the Service or the refund of the subscription fees paid for the affected period.

12.4 Service availability. The Service is provided "as is". We do not guarantee uninterrupted or error-free operation and give no uptime, availability, or service-level guarantee or assurance. Support is provided during business hours on business days.

13. General Provisions

13.1 Governing law and jurisdiction. The Service is supplied worldwide by a single entity, DemoLabs Pty Ltd, from Australia. These Terms, and any dispute arising out of them or out of the Service, are governed by the laws of Victoria, Australia, regardless of where you are located or where you use the Service. You submit to the exclusive jurisdiction of the courts located in Victoria for the resolution of any disputes. This clause is subject to section 12.2: where the law of your place of residence gives you a right that cannot be contracted out of, including a right to bring proceedings in your local courts, nothing in this clause removes it.

13.2 Modifications. We reserve the right to modify these Terms at any time. We will notify you of material changes via email or through the dashboard. Continued use of the Service constitutes acceptance of the modified Terms.

13.3 Contact. Questions about these Terms can be sent to [email protected].