Terms of Service

1. Agreement and eligibility

These Terms of Service (“Terms”) govern access by the business or organisation that creates an Alovo account, accepts an Order or is supplied the service (the “Customer”, “you” or “your”), including its authorised users. “Alovo”, “we”, “us” and “our” refer to the Australian operator of the Alovo service. If you act for a Customer, you confirm that you are authorised to accept these Terms for it.

By creating an account, accepting an Order, connecting a service or using Alovo as a Customer or authorised user, you agree to these Terms and acknowledge our Privacy Policy. If you do not agree, do not use the service. An “Order” means a plan selection at Alovo checkout or a written quote, pilot agreement or order accepted by the Customer. Commercial details in an Order take priority over these Terms only where they expressly differ.

Alovo is offered for business use in Australia. Authorised users must be at least 18 years old and legally capable of entering this agreement. Consumer guarantees may nevertheless apply to some acquisitions, including some business acquisitions.

A caller does not become an Alovo customer or a party to these Terms merely because an Alovo customer routes a call through the service. Our Privacy Policy and the notice provided during the call explain how caller information is handled.

2. What Alovo provides

Alovo provides configurable AI-assisted reception and administrative tools. Depending on your setup, the service may answer incoming calls, respond using business information you approve, capture enquiries, offer available appointment times, create bookings, prepare summaries, send notifications and capture callback requests for your team.

Alovo acts only through available tools and configured workflows. It does not guarantee that every call will connect, every statement will be correct, every requested action will complete or every third-party service will be available. You must maintain an appropriate fallback route and human process for missed, urgent, sensitive or failed interactions.

The current service does not place outbound calls or send caller-facing SMS. Optional email or SMS notifications to authorised business contacts are separate from calls handled for customers.

3. Accounts and access

You must provide accurate account and business information, keep it current, protect sign-in details and restrict workspace access to authorised people. You are responsible for activity under your account except to the extent caused by Alovo's breach of these Terms or failure to use reasonable care.

Tell us promptly at admin@alovo.biz if you suspect unauthorised access or a security incident. We may require email, mobile, business identity, route or other verification before enabling trials, live calls, paid services or sensitive changes. Providing an ABN is optional.

4. Your responsibilities and acceptable use

You are responsible for:

• reviewing and approving the business content, questions, prices, policies, availability, escalation rules and workflow configuration supplied to Alovo;
• testing the receptionist, phone route, fallback, booking and callback behaviour before activation and after material changes;
• ensuring you have authority to provide content, caller information, phone numbers, calendars, CRM records and other data used with the service;
• selecting, with appropriate advice, the lawful disclosure and consent configuration for your calls, supplying accurate recording settings, and not bypassing notices or consents required for AI handling, transcription, recording, overseas processing or follow-up activities;
• checking important enquiries, bookings, summaries and actions, and providing suitable human review for sensitive matters; and
• complying with telecommunications, privacy, surveillance, spam, consumer, professional and other laws that apply to your business and calls.

You must not use Alovo to:

• break the law, infringe rights, deceive, harass, discriminate, threaten or facilitate harm;
• collect information you do not need or are not authorised to collect;
• make emergency, clinical, legal, lending, insurance, employment or similarly high-impact decisions;
• run a service or workflow directed to children;
• send unsolicited outbound marketing, cold calls or messages;
• probe, disrupt, overload, bypass limits, reverse engineer or gain unauthorised access to the service; or
• resell, sublicense or provide Alovo as a service bureau unless we agree in writing.

5. Phone services and integrations

Alovo may rely on telecommunications carriers and services such as Google Calendar, Microsoft Outlook, Apple/iCloud calendars, HubSpot, Pipedrive, Zoho, Stripe and email or messaging providers. You choose whether to connect supported services and authorise Alovo to exchange the information required for the selected feature.

Third-party services have their own terms, privacy policies, fees and availability. You remain responsible for an existing carrier account and number unless an Order expressly says otherwise. The Order or carrier agreement for an Alovo-provided number must describe the carrier relationship, fees, number-use rights, porting and what happens on termination before that number is activated. Do not cancel or alter an existing phone service until a replacement route and rollback path have been verified.

You can disconnect supported integrations, but doing so may interrupt availability checks, booking delivery, CRM delivery, notifications or payments. Disconnecting Alovo does not automatically delete information already written to a third-party service.

6. Trials, plans, billing and cancellation

Alovo's standard public plans are Starter at A$69 per month with 500 included live calls and Business at A$99 per month with 1,000 included live calls. Prices are the final amount payable and include GST where applicable. Both plans are month-to-month, include the same currently supported features, and have no setup fee, annual commitment or card surcharge. Additional AI-connected live usage is A$0.29 per extra call, counted once per eligible connected call and totalled on the monthly invoice.

A fixed A$25 predicted-overage safety cap applies. An admitted call may finish within its reservation, and later calls use your fallback when no safe capacity remains. An uninterrupted subscription retains its base price and entitlement snapshot unless you voluntarily change plans. A future catalogue may apply to new subscriptions.

A no-card trial starts only after the live number and fallback route are active and ends after 15 calendar days or 100 connected live calls, whichever occurs first. One trial is available per business, subject to identity, email, mobile, route and fallback verification. An ABN is optional; if supplied, it is also used to check for previous trial claims. The trial does not automatically convert to a paid subscription.

If you choose a paid plan, you authorise the payment provider to charge the displayed recurring and usage-based amounts. Browser tests, calls that never connect, calls with no detected caller speech and confirmed Alovo platform failures have zero billable calls.

You may schedule cancellation in Alovo's authenticated Billing page. If Billing is unavailable, email us from the verified business address; cancellation is scheduled only when we confirm it. Cancellation takes effect at the end of the current paid period and service continues until then, and you may resume before that boundary. Plan changes take effect at the next billing boundary without proration. Amounts already incurred remain due. A failed payment receives a seven-day grace period; if unresolved, an active call may finish and new live calls route to fallback.

Refunds and other remedies are assessed under your order, these Terms and applicable law. Nothing in these Terms limits any refund, repeat-performance, cancellation or compensation right that cannot lawfully be excluded.

7. Your content and Alovo intellectual property

You retain ownership of business information, instructions and other content you provide. You grant Alovo a non-exclusive licence to host, copy, process, adapt and transmit that content only as reasonably needed to provide, secure and support the service, comply with law and follow your authorised instructions.

Alovo and its licensors retain all rights in the service, software, design, documentation, models, workflows, branding and improvements. These Terms give you a limited, non-exclusive, non-transferable right to use the service during your authorised trial or subscription for your internal business operations.

You may use and export summaries, transcripts and other service outputs made available to your workspace for your internal business purposes, subject to privacy law, third-party rights and these Terms. AI outputs may be inaccurate and may not be unique. Any feedback licence applies only to feedback you voluntarily provide and excludes your content and confidential information.

8. Privacy and confidentiality

Our Privacy Policy explains how Alovo handles personal information, call data and connected-account data. Each party must protect the other party's non-public information using reasonable care and use it only for this agreement, except where disclosure is authorised, already lawfully known, independently developed or required by law.

You must not enter payment-card details, identity documents, full clinical histories or other unnecessary sensitive information into business instructions or test calls. If your proposed use involves health, legal, financial, children's or other regulated information, do not activate it unless Alovo has approved the use in writing following an appropriate review.

9. Availability, beta features and changes

Alovo may change, improve, restrict or discontinue features, providers and limits. We may perform maintenance and respond to incidents without notice where necessary. For a planned material adverse change to an active paid service, we will give at least 30 days' notice where practicable and allow you to cancel before it takes effect without a cancellation penalty. Urgent security, legal or provider changes may require shorter notice. Any refund or credit remains subject to your Order and rights that cannot be excluded by law.

Trial, pilot, preview or beta features may be incomplete, change materially and have additional limitations. Unless we expressly agree in writing, Alovo does not provide a guaranteed service level, response time, call-answer rate or uninterrupted availability.

10. Consumer law, warranties and responsibility

Nothing in these Terms excludes, restricts or modifies a guarantee, right, remedy or liability that cannot lawfully be excluded, including under the Australian Consumer Law. Where the law permits a remedy for services to be limited, Alovo may elect to supply the affected service again or pay the reasonable cost of having it supplied again.

Subject to those rights, you acknowledge the inherent limitations of AI and third-party networks. Alovo is not responsible for a loss to the extent it is caused by inaccurate or unlawful content you supplied, your configuration or failure to review it, an unauthorised instruction from your account, your failure to maintain a reasonable human and fallback process, or an act or outage of your carrier or connected service outside Alovo's reasonable control and not caused or contributed to by Alovo.

Neither party is responsible to the other for indirect or consequential loss that was not reasonably foreseeable when these Terms were accepted. This does not limit liability for fraud, wilful misconduct, breach of confidentiality or privacy obligations, personal injury, or any liability that cannot lawfully be limited.

11. Suspension and termination

We may immediately suspend or limit access where reasonably necessary to address an urgent security or safety threat, unlawful or harmful use, provider restriction or legal requirement. For a remediable material breach or non-payment, we will ordinarily give notice and a reasonable opportunity to remedy it first. If we materially suspend a paid service for an extended period for reasons not caused by you, you may cancel and seek any credit or other remedy available under your Order or applicable law.

You may stop using Alovo at any time, subject to the cancellation and payment terms above. On termination, your right to use the service ends. Provisions that by nature should continue—including accrued payment obligations, confidentiality, intellectual property, disclaimers and dispute provisions—survive.

You may request access to or deletion of account data at any time as described in the Privacy Policy. We may retain limited records as described there. Where an export feature is available, you are responsible for exporting information you need from Alovo and connected services before workspace access ends.

12. General terms and contact

We may update these Terms to reflect changes to Alovo, providers, risks or law. We will post the revised Terms and update the date above. For a material adverse change affecting an active paid service, we will give at least 30 days' notice where practicable and allow you to cancel before the change takes effect without a cancellation penalty. Urgent security, legal or provider changes may require shorter notice. A change does not alter accrued rights or an existing dispute retrospectively. Continued use after the effective date means you accept the updated Terms; if you do not accept them, stop using and cancel the service.

You may not assign this agreement without our written consent, except as part of a genuine sale of your business. We may assign it as part of a restructure, financing or transfer of Alovo, provided doing so does not reduce rights that cannot lawfully be reduced. If part of these Terms is unenforceable, the remaining parts continue. A delay in enforcing a right is not a waiver.

These Terms are governed by applicable Australian law. Courts and tribunals with jurisdiction under that law may hear disputes. Before starting formal proceedings, each party should give the other written notice and try in good faith to resolve the dispute, except where urgent relief is needed.

Questions, cancellation requests and legal notices can be sent to admin@alovo.biz.