Terms of Service

1Introduction

These Terms of Service ("Terms") govern your access to and use of the website located at www.onveo.ai, the ONVEO platform, dashboard, AI receptionist services, voice calling services, SMS services, WhatsApp messaging, website chat, booking automations, integrations, workflows, and related services provided by Onveo ("ONVEO", "we", "us", or "our").

By accessing our website, creating an account, subscribing to a plan, using our services, or allowing ONVEO to communicate with your customers, you agree to these Terms and our Privacy Policy.

If you do not agree with these Terms, you must not use our website or services.

2Eligibility

You must be at least 18 years old to use ONVEO.

If you use ONVEO on behalf of a business, organisation, clinic, company, partnership, or other entity, you confirm that you have authority to accept these Terms on behalf of that entity.

3Our Services

ONVEO provides AI receptionist and business communication automation services for local businesses.

Our services may include, depending on your selected plan and configuration:

• AI voice receptionist services
• Inbound call answering
• Appointment and booking automation
• Customer enquiry capture
• Live call transfer
• SMS confirmations and reminders
• WhatsApp messaging
• Website chat widget conversations
• Customer follow-up workflows
• Lead qualification
• Conversation summaries
• Call recordings, where enabled
• Call transcripts, where enabled or requested
• Calendar integrations
• CRM and workflow automations
• Dashboard access
• Notifications to you or your team
• Reporting and insights
• Custom AI receptionist setup and configuration

ONVEO may add, change, suspend, or remove features from time to time to improve the service, comply with legal or carrier requirements, or maintain platform reliability.

4AI Receptionist Services

ONVEO uses artificial intelligence to communicate with callers, website visitors, leads, and customers.

You understand and agree that:

• AI-generated responses may not always be perfect, complete, or error-free.
• ONVEO is designed to assist with customer communication, lead capture, appointment booking, and workflow automation.
• ONVEO does not replace your professional judgement, business responsibilities, staff oversight, or legal obligations.
• You are responsible for reviewing, approving, and maintaining your business information, scripts, booking rules, FAQs, escalation rules, and workflows.
• You must not rely on ONVEO for emergency dispatch, medical diagnosis, legal advice, financial advice, crisis response, or any other high-risk decision-making.

If your business operates in healthcare, wellness, dental, medical aesthetics, or another regulated industry, you are responsible for ensuring ONVEO is configured in a way that complies with your professional, licensing, advertising, privacy, patient communication, and record-keeping obligations.

5Account Setup and Onboarding

To use ONVEO, you may be required to provide information including:

• Business name
• Contact details
• Website
• Industry
• Business hours
• Services offered
• Service areas or locations
• Appointment types
• Booking rules
• Buffer times between appointments
• Calendar details
• Staff or team details
• Phone number preferences
• Customer communication preferences
• Voice, accent, and language preferences
• FAQs and business knowledge
• Escalation instructions
• Relevant system or integration access

You agree that all information you provide must be accurate, current, and complete.

ONVEO may use this information to configure your AI receptionist and related workflows. Delays in providing required information may delay setup or launch.

6Money-Back Guarantee

ONVEO offers a 14-day money-back guarantee on new subscriptions, unless stated otherwise at checkout or agreed in writing.

Unless stated otherwise:

• A valid payment method is required to activate your subscription.
• Your subscription begins, and billing starts, when your account is created or when your service is activated, depending on the offer shown at sign-up.
• If you are not satisfied, you may request a refund of your first subscription payment within 14 days of your initial purchase.
• To request a refund under the guarantee, contact us at [email protected] within the 14-day period.
• The guarantee applies to the initial subscription fee only. Usage charges, overage charges, carrier fees, phone number fees, messaging fees, setup fees, and custom implementation work may be excluded.
• The guarantee generally applies once per customer and may not apply to renewals, repeat sign-ups, upgrades, or accounts cancelled and re-created to claim multiple refunds.
• You may cancel at any time. There are no lock-in contracts.

ONVEO reserves the right to limit, revoke, or refuse the guarantee in cases of misuse, suspected fraud, excessive usage, duplicate accounts, or violation of these Terms.

7Subscription Plans and Billing

ONVEO services are billed according to the plan selected at sign-up or as otherwise agreed in writing.

Plans may include:

• Monthly subscription fees
• Included usage limits
• Overage charges
• Carrier charges
• Phone number charges
• SMS or messaging charges
• WhatsApp charges
• Add-on charges
• Custom integration fees
• Setup or implementation fees, where applicable

All pricing is shown on the website, checkout page, invoice, or proposal provided to you.

Unless stated otherwise, subscription fees are billed in advance and automatically renew until cancelled.

You authorise ONVEO and its payment processors to charge your payment method for all subscription fees, overages, carrier fees, and other applicable charges.

8Usage, Overage, and Carrier Fees

Some ONVEO plans include a set number of minutes, calls, messages, or usage credits.

If you exceed your included usage, additional fees may apply. For example, additional voice minutes may be charged at the overage rate shown on your pricing plan.

Carrier-related costs may apply separately, including fees for:

• Dedicated business phone numbers
• Local or toll-free numbers
• Call forwarding
• Voice usage
• SMS usage
• MMS usage
• WhatsApp messaging
• International messaging
• Number registration or verification requirements

ONVEO may continue answering calls beyond included usage so that calls are not cut off, subject to overage fees and account standing.

9Dedicated Business Numbers

ONVEO provides a dedicated local business number as part of your plan, or you may forward your existing business number to ONVEO instead.

Unless expressly stated otherwise:

• A dedicated local business number is included in your plan at no additional rental charge, set up and configured for you.
• Dedicated numbers are provided through third-party carriers, and ONVEO manages the number on your behalf.
• If you choose to forward your existing number, you are responsible for maintaining that number and any charges from your own provider.
• Premium, toll-free, international, or non-standard numbers may not be included and may be subject to additional fees.
• You do not own the included number unless a porting or ownership arrangement is expressly agreed in writing.
• If your account is cancelled, suspended, unpaid, or terminated, access to any assigned number may be lost.
• Specific number availability is not guaranteed.
• Porting numbers in or out may be subject to carrier rules, fees, timing, and approval.

10Payment Failure

If payment fails, ONVEO may:

• Retry the payment method on file
• Request an updated payment method
• Suspend services
• Stop answering calls or messages
• Disable workflows
• Restrict dashboard access
• Cancel your account
• Recover outstanding amounts

ONVEO is not responsible for missed calls, messages, bookings, leads, or business opportunities caused by payment failure, suspension, or cancellation.

11Cancellation

You may cancel your subscription at any time by following the cancellation process provided in your account, checkout system, or by contacting us at [email protected].

Unless required by law or agreed otherwise in writing:

• Cancellation stops future renewals.
• Fees already charged are non-refundable.
• Your service may remain active until the end of your current billing period.
• Usage charges, overages, carrier charges, and unpaid amounts remain payable.
• ONVEO may retain certain records as required for legal, billing, compliance, dispute, fraud prevention, or operational purposes.

12Refunds

ONVEO provides software, AI configuration, communication infrastructure, and usage-based services.

Unless required by law, payments are non-refundable, including:

• Subscription fees
• Setup fees
• Usage charges
• Carrier charges
• SMS or messaging charges
• Phone number fees
• Integration fees
• Custom implementation work

Refund requests may be reviewed at ONVEO's discretion on a case-by-case basis.

Nothing in these Terms limits rights you may have under applicable consumer protection laws, including the Australian Consumer Law where it applies.

13Integrations and Third-Party Systems

ONVEO may integrate with third-party systems such as calendars, CRMs, booking systems, practice management software, job management platforms, messaging providers, payment processors, phone carriers, analytics tools, and other business software.

You agree that:

• You are responsible for having the right to connect any third-party system to ONVEO.
• You must provide accurate access permissions.
• You must not provide access that violates third-party terms.
• ONVEO is not responsible for outages, errors, limitations, pricing changes, or policy changes by third-party providers.
• Some integrations may require custom configuration or additional fees.
• ONVEO may suspend or modify integrations where required for compliance, security, or service reliability.

14Administrative Access

If you ask ONVEO to access your systems, calendars, booking tools, CRMs, practice management software, or other platforms to configure or provide services, you authorise ONVEO to access those systems solely for the purpose of providing the requested services.

You are responsible for:

• Providing appropriate access
• Limiting permissions where necessary
• Ensuring you are legally allowed to grant access
• Ensuring your third-party provider allows such access
• Revoking access when no longer needed

ONVEO is not liable for issues caused by inaccurate access, insufficient permissions, third-party restrictions, or instructions you provide.

15SMS and Mobile Messaging Terms

ONVEO may send SMS messages for purposes such as:

• Account setup
• Subscription activation
• Appointment confirmations
• Booking reminders
• Customer support
• Service notifications
• Missed call follow-ups
• Demo follow-ups
• Billing reminders
• Customer communication workflows configured by you

Message frequency may vary. Message and data rates may apply depending on the recipient's mobile carrier and plan. Carriers are not liable for delayed or undelivered messages.

To opt out of ONVEO SMS messages, reply STOP to any message received. After sending STOP, you may receive a final confirmation message and will no longer receive SMS messages from that messaging program unless you opt in again.

You must not use ONVEO SMS features to send spam, unlawful marketing, misleading messages, prohibited content, or messages without appropriate consent.

16Client Responsibility for SMS Consent

If you use ONVEO to send SMS messages to your customers, leads, patients, clients, prospects, or contacts, you are responsible for ensuring that you have valid consent and lawful authority to send those messages.

You must:

• Obtain valid opt-in consent where required
• Keep records of consent where required
• Clearly identify the sender
• Provide required contact details
• Provide an easy opt-out method
• Honour STOP and unsubscribe requests
• Avoid purchased, scraped, rented, or third-party lead lists unless legally permitted
• Comply with applicable spam, telecommunications, privacy, and consumer laws

For Australian recipients, this includes compliance with the Spam Act, ACMA guidance, and related rules requiring consent, sender identification, and a functional unsubscribe process.

For United States recipients, this may include compliance with TCPA, CTIA guidelines, A2P 10DLC requirements, carrier rules, and other applicable regulations.

17A2P 10DLC and Carrier Compliance

If ONVEO is used to send application-to-person SMS or MMS messages to United States phone numbers using 10-digit long codes, A2P 10DLC registration and compliance requirements may apply.

You agree to:

• Provide accurate business registration information
• Provide compliant opt-in language
• Provide links to your privacy policy and terms where required
• Only message users who have consented
• Not send prohibited content
• Not evade carrier filtering
• Not use deceptive opt-in methods
• Honour opt-out requests
• Provide sample messages when required
• Maintain accurate campaign information

ONVEO may suspend or restrict messaging if required by carriers, messaging providers, regulators, or compliance systems.

ONVEO does not guarantee message deliverability, carrier approval, campaign approval, registration approval, or uninterrupted messaging access.

18WhatsApp and Meta Messaging Compliance

If ONVEO is used with WhatsApp, Facebook, Instagram, Messenger, Meta Business Tools, Meta Pixel, or other Meta-related services, your use is subject to Meta's applicable terms, business policies, messaging policies, data processing terms, advertising rules, and platform requirements.

You agree that you will:

• Obtain any required opt-in before messaging users on WhatsApp
• Honour requests to stop or opt out
• Avoid spam, deception, misleading content, fraud, surprise messaging, or prohibited content
• Comply with Meta's messaging windows, templates, quality rules, and business policies
• Ensure your business, message content, and use case are permitted
• Provide accurate business information where required
• Avoid using ONVEO for prohibited or restricted Meta use cases

ONVEO may suspend, modify, restrict, or disable WhatsApp or Meta-related features if required to comply with Meta policies, platform changes, legal obligations, or provider restrictions.

19Voice Calls, AI Calling, and Call Recording

ONVEO may answer, make, transfer, record, summarise, or analyse calls depending on your configuration. Call recordings are retained for up to 90 days, after which they are deleted in the ordinary course unless a longer period is required by law or agreed in writing.

Call transcription may be available as an optional feature where enabled on your plan or provided on request. Transcription may be subject to additional fees and to technical and legal availability.

You are responsible for ensuring that your use of ONVEO complies with all applicable laws relating to:

• Telemarketing
• Robocalls
• AI-generated calls
• Call recording
• Call monitoring
• Consent
• Caller identification
• Do Not Call rules
• Consumer protection
• Privacy
• Industry-specific regulations

Where legally required, you must ensure callers are informed that they are interacting with an AI system and/or that calls may be recorded or transcribed. ONVEO may include AI disclosure language in call flows where appropriate or legally required.

You must not use ONVEO for unlawful outbound calling, harassment, spam calling, deceptive calling, emergency impersonation, fraud, or unsolicited marketing without proper consent.

20Website Chat, Cookies, Tracking, and Analytics

If ONVEO is embedded on your website through a chat widget, tracking script, form, calendar, analytics tool, Meta Pixel, or other technology, you are responsible for ensuring that your website provides all legally required notices and consents.

This may include:

• Privacy policy
• Cookie notice
• Consent banner
• Chat disclosure
• AI disclosure
• Data collection disclosure
• Marketing consent
• Analytics consent
• Retargeting consent

You must not use ONVEO tracking, chat, or forms in a way that violates applicable privacy, advertising, consumer protection, or platform policies.

21Prohibited Uses

You must not use ONVEO to:

• Send spam
• Make unlawful calls
• Send messages without consent
• Harass, threaten, abuse, or deceive people
• Impersonate another person or business
• Collect sensitive information unlawfully
• Provide emergency response services
• Provide medical diagnosis or treatment advice
• Provide legal, financial, or regulated professional advice without oversight
• Promote scams, fraud, fake offers, or misleading claims
• Distribute malware, phishing links, or harmful content
• Violate A2P, carrier, Meta, WhatsApp, SMS, advertising, or platform policies
• Violate privacy, consumer protection, spam, telemarketing, healthcare, or industry laws
• Interfere with ONVEO systems
• Attempt to reverse engineer, copy, or misuse the platform
• Use ONVEO in a way that damages our reputation, infrastructure, providers, or other users

ONVEO may suspend or terminate your account immediately if we believe your use violates these Terms, applicable law, provider policies, or platform requirements.

22Customer Data and Privacy

ONVEO may process personal information relating to you, your staff, your customers, callers, website visitors, leads, patients, clients, or prospects.

This may include:

• Names
• Phone numbers
• Email addresses
• Addresses
• Appointment details
• Service enquiries
• Call recordings
• Transcripts, where enabled
• Chat messages
• SMS messages
• WhatsApp messages
• Booking history
• CRM notes
• Calendar data
• Technical data
• Usage data

Our handling of personal information is described in our Privacy Policy.

You are responsible for ensuring that you have the required authority, consent, notices, and lawful basis to provide customer data to ONVEO and to allow ONVEO to process that data on your behalf.

23Data Controller and Processor Roles

Where ONVEO processes your customer data on your behalf, you are generally the data controller or business responsible for deciding why and how that data is used, and ONVEO acts as a service provider, processor, or similar role depending on applicable law.

You are responsible for:

• Providing lawful instructions
• Obtaining required consents
• Maintaining accurate records
• Responding to customer privacy requests where required
• Ensuring your use of ONVEO is lawful for your industry and location

ONVEO will process customer data to provide, maintain, secure, support, and improve the services, and as otherwise described in our Privacy Policy or agreed in writing.

24Security

ONVEO uses commercially reasonable administrative, technical, and organisational measures designed to protect information processed through the services.

However, no system, platform, carrier, AI service, cloud provider, messaging provider, or internet transmission is completely secure.

You are responsible for:

• Protecting your login credentials
• Limiting staff access
• Using strong passwords
• Managing permissions
• Reviewing connected systems
• Not sharing sensitive credentials unnecessarily
• Notifying ONVEO promptly of suspected unauthorised access

25Confidentiality

Each party may receive confidential business, technical, operational, pricing, customer, workflow, or system information from the other.

Both parties agree to use reasonable care to protect confidential information and to use it only for purposes related to providing or using ONVEO services.

Confidentiality obligations do not apply to information that is publicly available, independently developed, lawfully obtained from another source, or required to be disclosed by law.

26Intellectual Property

ONVEO owns all rights, title, and interest in:

• The ONVEO brand
• Website content
• Platform design
• Workflows
• AI configuration frameworks
• Prompts and prompt structures
• Automation logic
• Software interfaces
• Documentation
• Templates
• Training materials
• Visual assets
• Business processes
• Systems and methods

You retain ownership of your business data, customer data, uploaded materials, business information, logos, and content you provide to ONVEO.

You receive a limited, non-exclusive, non-transferable right to use ONVEO services during your active subscription.

You must not copy, resell, reverse engineer, reproduce, modify, scrape, sublicense, or commercially exploit ONVEO systems, templates, prompts, workflows, or materials without written permission.

27Your Content and Instructions

You are responsible for all content, scripts, FAQs, business information, offers, prices, claims, messages, workflows, and instructions you provide to ONVEO.

You confirm that:

• Your content is accurate and lawful.
• You have the right to provide it to ONVEO.
• Your content does not infringe third-party rights.
• Your claims, offers, prices, and policies are accurate.
• Your business instructions comply with applicable law.

ONVEO is not responsible for issues caused by inaccurate, incomplete, outdated, unlawful, or misleading information provided by you.

28Service Availability

ONVEO aims to provide reliable services, but we do not guarantee uninterrupted, error-free, or always-available operation.

Services may be affected by:

• Internet outages
• Carrier outages
• Messaging provider issues
• AI provider issues
• Calendar or CRM outages
• Meta or WhatsApp restrictions
• Third-party platform changes
• Payment failure
• Maintenance
• Security issues
• Force majeure events
• Incorrect configuration
• User error

ONVEO is not liable for missed calls, missed messages, lost leads, lost appointments, lost revenue, or business interruption caused by downtime, third-party services, carrier filtering, platform restrictions, or service interruptions.

29No Guarantee of Results

ONVEO is designed to help businesses respond faster, capture enquiries, and automate bookings.

However, we do not guarantee:

• A specific number of leads
• A specific number of bookings
• Increased revenue
• Customer conversion
• Advertising performance
• Message deliverability
• Call answer rates in every situation
• Carrier approval
• A2P approval
• WhatsApp approval
• Integration availability
• Customer satisfaction
• Error-free AI conversations

Your results depend on factors outside ONVEO's control, including market demand, pricing, reputation, advertising, customer behaviour, business operations, service quality, and your configuration.

30Support

ONVEO provides support through the contact methods made available on our website, dashboard, onboarding materials, or support channels. Support availability may vary by plan.

31Suspension and Termination

ONVEO may suspend or terminate your access immediately if:

• You fail to pay fees
• You violate these Terms
• You violate laws or platform policies
• You use ONVEO for spam, fraud, harassment, or unlawful activity
• Your messaging causes carrier or platform complaints
• Your account creates security or compliance risk
• Required registration, consent, or verification is missing
• A provider, carrier, regulator, or platform requires restriction
• Your usage threatens service reliability

Suspension or termination does not remove your obligation to pay outstanding amounts.

32Limitation of Liability

To the maximum extent permitted by law, ONVEO is not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including:

• Lost profits
• Lost revenue
• Lost business opportunities
• Lost customers
• Missed calls
• Missed bookings
• Lost data
• Business interruption
• Reputational damage
• Cost of substitute services

To the maximum extent permitted by law, ONVEO's total liability for any claim arising out of or relating to the services is limited to the amount paid by you to ONVEO in the three months before the event giving rise to the claim.

Nothing in these Terms excludes, restricts, or modifies any rights, remedies, guarantees, or warranties that cannot be excluded under applicable law, including the Australian Consumer Law.

33Indemnity

You agree to indemnify and hold ONVEO harmless from claims, losses, damages, penalties, fines, costs, and expenses arising from:

• Your use of the services
• Your breach of these Terms
• Your breach of law
• Your breach of A2P, carrier, Meta, WhatsApp, SMS, advertising, or platform policies
• Your messages, calls, campaigns, scripts, content, or instructions
• Your failure to obtain consent
• Your use of third-party systems
• Your handling of customer data
• Your industry-specific legal obligations
• Claims by your customers, callers, patients, clients, staff, or third parties

34Third-Party Services

ONVEO may rely on third-party providers for cloud hosting, AI processing, telephony, SMS, WhatsApp, email, payments, analytics, integrations, calendars, dashboards, and workflow automation.

Your use of ONVEO may be affected by third-party terms, pricing, outages, limitations, and policy changes.

ONVEO is not responsible for third-party services we do not control.

35Changes to Services or Terms

ONVEO may update these Terms from time to time. Updated Terms will be posted on our website with a revised effective date.

Your continued use of ONVEO after updated Terms are posted means you accept the updated Terms.

If a change materially affects your rights or obligations, we may provide additional notice where practical.

36Governing Law

These Terms are governed by the laws of New South Wales, Australia.

The parties submit to the courts of New South Wales, Australia, and any courts entitled to hear appeals from those courts.

37Severability

If any part of these Terms is found to be invalid, unlawful, or unenforceable, the remaining sections will remain in full force and effect.

38Entire Agreement

These Terms, together with any applicable order forms, pricing pages, checkout terms, onboarding terms, Privacy Policy, and policies referenced herein, form the entire agreement between you and ONVEO regarding the services.

39Contact Information

For questions about these Terms, contact: