Terms & Conditions
Terms & Conditions
Primidy Services
Last updated: 30 April 2026
These Terms & Conditions govern the provision and use of services offered by Primidy Services.
By signing an order form, completing payment, accepting a proposal, using our website, engaging our services, or otherwise confirming that you wish to proceed with Primidy Services, you agree to be bound by these Terms.
These Terms are intended to operate together with any proposal, invoice, order form, service agreement, onboarding form, acceptable use policy, privacy policy, and any other written agreement between Primidy Services and the client.
1. Definitions
In these Terms:
“Agreement” means these Terms & Conditions together with any order form, proposal, invoice, service agreement, accepted quote, onboarding form, privacy policy, acceptable use policy, and any other document expressly incorporated by reference.
“AI Receptionist” means the artificial intelligence call answering, enquiry handling, appointment booking, customer information collection, workflow, automation, messaging, or related service configured and provided by Primidy Services.
“Client”, “you” or “your” means the business, company, sole trader, organisation, or individual acquiring services from Primidy Services.
“Customer Data” means all data, information, recordings, transcripts, business information, customer information, contact details, service information, appointment information, website information, FAQs, scripts, prompts, instructions, files, or other material provided by or on behalf of the Client or collected through use of the Services.
“End User” means any person who interacts with the Client, the Client’s business, or the AI Receptionist, including callers, customers, leads, prospects, staff, contractors, or website users.
“Fees” means all setup fees, subscription fees, usage fees, overage fees, call minute charges, integration fees, customisation fees, support fees, and any other amounts payable to Primidy Services.
“Order Form” means any written or electronic document, invoice, proposal, checkout page, payment link, onboarding form, quote, or other confirmation that records the services being purchased, the pricing, payment terms, and any specific inclusions or exclusions.
“Services” means the AI Receptionist services, call answering services, appointment booking services, setup services, automation services, integration services, CRM configuration, support, consulting, onboarding, and any other services provided by Primidy Services.
“Third-Party Products” means software, platforms, telecommunications providers, CRMs, calendars, payment processors, automation tools, hosting services, AI providers, SMS providers, email providers, phone systems, booking systems, job management systems, or other external products or services used in connection with the Services.
2. Parties
These Terms apply between Primidy Services and the Client.
If the Client is a company, trust, partnership, sole trader, or other entity, the person accepting these Terms confirms that they have authority to bind that entity.
If you accept these Terms on behalf of another person or business, you confirm that you are authorised to do so.
3. Structure of the Agreement
The Agreement may include:
These Terms & Conditions
Any Order Form, proposal, invoice, or accepted quote
Any service agreement or written scope of work
Primidy’s Privacy Policy
Primidy’s Acceptable Use Policy
Any onboarding form or service-specific instructions agreed in writing
If there is a conflict between documents, the following order of priority applies unless otherwise stated:
Signed service agreement or Order Form
Proposal or accepted quote
Invoice terms
These Terms & Conditions
Acceptable Use Policy
Privacy Policy
General website content
4. Services Provided
Primidy Services provides AI-powered receptionist and business communication support services.
Depending on the selected package, this may include:
AI call answering
Customer enquiry handling
Lead capture
Appointment booking
Customer information collection
Call summaries and transcripts
Notifications to the Client
Calendar connection
CRM setup or configuration
Workflow automation
SMS or email follow-up
Basic support and troubleshooting
System integrations where agreed
The exact scope of the Services will depend on the package, invoice, proposal, or agreement selected by the Client.
5. No Guarantee of Specific Outcomes
Primidy Services is designed to support business operations, reduce missed calls, improve response times, and assist with enquiry handling.
However, we do not guarantee:
Increased revenue
Increased bookings
Increased conversion rates
A specific number of leads
A specific number of appointments
A specific return on investment
That every caller will become a customer
That every call will be answered without error
That every booking will be correct
That the AI Receptionist will perform perfectly in every circumstance
Business results depend on many factors outside our control, including your offer, pricing, market demand, customer behaviour, staff responsiveness, sales process, website, reputation, availability, service quality, and follow-up.
6. AI Technology Acknowledgement
The Client acknowledges that the Services use artificial intelligence, automation, machine learning, voice technology, transcription technology, call routing, language models, and related systems.
The Client understands that AI systems may:
Misunderstand caller intent
Mishear names, phone numbers, email addresses, addresses, dates, or service details
Provide incomplete, inaccurate, or unexpected responses
Fail to answer a question correctly
Book an incorrect time or collect incomplete information
Be affected by caller accent, background noise, poor phone reception, unclear speech, or unusual requests
Produce outputs that require human review
Be unavailable or degraded due to technical issues
The Client agrees that human oversight is required and that the Client remains responsible for reviewing information, confirming bookings, and making business decisions.
7. Client Responsibility for Business Information
The quality and accuracy of the AI Receptionist depends heavily on the information provided by the Client.
The Client is responsible for providing accurate, complete, and up-to-date information, including:
Business name
Contact details
Trading hours
Services offered
Service areas
Pricing information, if applicable
Booking rules
FAQs
Calendar availability
Staff information
Escalation instructions
Emergency instructions
Customer handling preferences
Website links or reference material
Any industry-specific requirements
Primidy Services is not responsible for errors caused by outdated, incomplete, misleading, or inaccurate information supplied by the Client.
8. Onboarding and Setup
Onboarding begins only after payment has been received unless otherwise agreed in writing.
The Client must provide all requested information before setup can be completed.
Primidy Services may require the Client to complete forms, provide access, attend onboarding calls, approve scripts, review workflows, provide booking rules, or confirm business information.
Any advertised setup timeframe, including a 24–48 hour go-live estimate, begins only after:
Payment has been received
The onboarding call has been completed
All required information has been provided
Required access has been granted
Any required approvals have been received
Delays caused by the Client may extend setup time.
9. Payment Terms
The Client must pay all Fees in accordance with the invoice, proposal, order form, or payment link.
Unless otherwise agreed:
Setup fees are payable upfront
Monthly subscription fees are billed in advance
Usage charges are billed in accordance with the selected plan
Overage charges apply where usage exceeds included limits
GST may be added where applicable
Services may be withheld until payment is received
If the Client has agreed to recurring billing, the Client authorises Primidy Services or its payment processor to charge the nominated payment method for recurring fees, usage fees, overage charges, and any other agreed amounts.
10. Usage Charges and Call Minutes
Some plans may include a set amount of call minutes or usage.
If the Client exceeds the included usage, additional charges may apply at the rate set out in the proposal, invoice, pricing page, or agreement.
Usage may include:
Inbound call minutes
Outbound call minutes
AI voice usage
Phone carrier usage
SMS usage
Email usage
Automation usage
Integration usage
Additional storage
Additional support or customisation
Primidy Services may update usage pricing by giving reasonable notice.
11. Late Payment and Non-Payment
If payment is not received by the due date, Primidy Services may:
Pause onboarding
Suspend the AI Receptionist
Suspend access to related systems
Stop providing support
Charge late fees where lawful
Recover debt collection costs
Terminate the Agreement
Withhold handover, exports, or additional work until outstanding amounts are paid
Primidy Services is not liable for any loss caused by suspension due to non-payment.
12. Refunds
Unless required by Australian Consumer Law or agreed in writing:
Setup fees are non-refundable once onboarding or setup work has commenced
Monthly subscription fees are non-refundable once the billing period has started
Usage fees and overage charges are non-refundable
Custom work, integrations, strategy, consulting, or configuration work is non-refundable once started
No partial refunds are provided for unused time in a billing period
Refund requests may be considered at Primidy’s discretion but are not guaranteed.
13. Cancellation
The Client may cancel the Services by providing written notice.
Unless otherwise stated in the Order Form or agreement, cancellation requires 30 days’ written notice.
Cancellation does not remove the Client’s obligation to pay:
Outstanding invoices
Fees incurred before cancellation
Usage charges already incurred
Overage charges
Any agreed minimum term or committed fees
Services may remain active until the end of the current billing period unless suspended earlier due to non-payment, misuse, or breach.
14. Service Availability
Primidy Services aims to provide reliable service, but does not guarantee uninterrupted, error-free, or continuous availability.
The Services may be affected by:
Internet outages
Phone network issues
Carrier issues
AI provider downtime
CRM or calendar downtime
Third-party platform outages
Maintenance
Software updates
Security incidents
Force majeure events
Incorrect Client configuration
Client system issues
Primidy Services is not liable for downtime, missed calls, missed bookings, customer complaints, lost revenue, or business interruption caused by service interruptions or third-party failures.
15. Maintenance and Updates
Primidy Services may update, improve, modify, replace, or discontinue parts of the Services from time to time.
This may include changes to:
AI prompts
Call scripts
Workflows
Integrations
Booking logic
Features
User interfaces
Third-party tools
Pricing structures
Support processes
Where a material change significantly affects the Client’s use of the Services, Primidy Services will use reasonable efforts to provide notice.
16. Third-Party Products and Integrations
The Services may rely on Third-Party Products.
These may include:
AI platforms
Voice providers
Phone carriers
SMS providers
Email providers
CRM platforms
Calendar systems
Payment processors
Hosting providers
Automation tools
Job management systems
Analytics tools
The Client acknowledges that Primidy Services does not control Third-Party Products.
Primidy Services is not responsible for:
Third-party downtime
API failures
Changes to third-party pricing
Changes to third-party features
Integration errors
Data syncing delays
Calendar connection issues
Payment processor issues
Phone carrier issues
Loss caused by third-party platforms
The Client is responsible for ensuring any third-party system used in their business is suitable for their needs.
17. Call Recording and Disclosure Obligations
The Client acknowledges that calls may be recorded, transcribed, processed, summarised, reviewed, or analysed as part of the Services.
The Client is responsible for ensuring that all required notices and consents are provided to End Users in accordance with applicable laws.
This may include notifying callers that:
“This call may be recorded and processed using AI for quality, training, and service purposes.”
The Client is responsible for compliance with applicable Australian call recording, surveillance, telecommunications, privacy, and consent laws.
Primidy Services is not responsible for the Client’s failure to provide required notices or obtain required consents.
18. Privacy and Customer Data
The Client must ensure that all Customer Data provided to Primidy Services has been collected lawfully.
The Client warrants that it has the right to provide Customer Data to Primidy Services for the purpose of delivering the Services.
Primidy Services will handle personal information in accordance with its Privacy Policy.
The Client remains responsible for:
The accuracy of Customer Data
The lawfulness of Customer Data collection
Informing End Users where required
Obtaining required consents
Responding to customer privacy requests where applicable
Ensuring its own business complies with privacy laws
19. Security
Primidy Services will take reasonable steps to protect systems and Customer Data.
However, no system is completely secure.
The Client is responsible for:
Protecting login credentials
Using secure passwords
Limiting staff access
Removing access for former staff
Maintaining security of connected systems
Promptly notifying Primidy Services of suspected unauthorised access
Primidy Services is not liable for loss caused by weak passwords, shared credentials, compromised Client accounts, unauthorised staff access, or insecure third-party systems.
20. Acceptable Use
The Client must comply with Primidy’s Acceptable Use Policy.
The Client must not use the Services:
For illegal activity
To mislead, deceive, harass, threaten, or abuse others
To send spam or unlawful marketing
To impersonate another person or business
To collect data unlawfully
To provide regulated advice without appropriate oversight
To interfere with or disrupt systems
To reverse engineer, copy, resell, or replicate the Services
In a way that damages Primidy’s reputation or network integrity
Primidy Services may suspend or terminate the Services if misuse is suspected.
21. Emergency Services
The Services are not designed for emergency calls or life-critical situations.
The AI Receptionist must not be relied on to contact emergency services, route emergency calls, or manage urgent safety-critical situations.
Clients must maintain appropriate emergency procedures for their business.
22. Regulated Industries and Professional Advice
If the Client operates in a regulated industry, including medical, legal, financial, insurance, health, emergency, childcare, disability, aged care, or similar sectors, the Client is responsible for ensuring the Services comply with all applicable laws and professional obligations.
The AI Receptionist must not be used as a substitute for qualified professional advice, diagnosis, treatment, legal advice, financial advice, emergency advice, or safety-critical decision-making.
Human review is required for regulated or high-risk interactions.
23. Intellectual Property
Primidy Services owns or licenses all intellectual property in its systems, processes, prompts, workflows, automations, templates, documentation, scripts, configurations, methods, website content, branding, and service delivery materials.
The Client must not:
Copy Primidy’s systems
Reverse engineer the Services
Resell or repackage the Services
Use Primidy materials to build a competing service
Remove proprietary notices
Share confidential prompts, workflows, or processes with competitors
Claim ownership of Primidy’s intellectual property
The Client retains ownership of its own business data, customer data, logos, brand assets, and information provided to Primidy Services.
24. Licence to Use Client Materials
The Client grants Primidy Services a non-exclusive, royalty-free licence to use Client materials only as reasonably necessary to provide the Services.
This may include using:
Business name
Logo
Website content
Service descriptions
FAQs
Contact information
Booking rules
Customer interaction data
Scripts and instructions
Unless the Client requests otherwise in writing, Primidy Services may refer to the Client as a customer for marketing purposes, including use of the Client’s business name or logo.
25. Feedback
If the Client provides feedback, suggestions, ideas, requests, improvements, or recommendations, Primidy Services may use them without restriction or obligation.
Any improvements, features, workflows, automations, prompts, systems, or processes developed from feedback belong to Primidy Services unless otherwise agreed in writing.
26. Confidentiality
Each party must keep confidential information confidential.
Confidential information includes:
Business information
Customer information
Pricing
Service processes
Technical information
Login details
System configurations
Scripts
Prompts
Trade secrets
Commercial information
Call recordings and transcripts
Confidential information may be disclosed only:
To staff, contractors, or service providers who need it to perform obligations
Where required by law
With written consent
To professional advisers
To enforce rights under the Agreement
Confidentiality obligations continue after the Agreement ends.
27. Limitation of Liability
To the maximum extent permitted by law, Primidy Services is not liable for:
Lost revenue
Lost profit
Lost opportunity
Lost goodwill
Lost data
Missed calls
Missed bookings
Incorrect bookings
Incorrect customer information
AI errors
Customer complaints
Staff time
Business interruption
Third-party system failure
Telecommunications issues
Indirect or consequential loss
Where liability cannot be excluded, Primidy’s liability is limited, at its option, to:
Re-supplying the Services
Paying the cost of re-supplying the Services
Refunding the amount paid for the affected Services during the relevant billing period
Nothing in these Terms excludes rights that cannot be excluded under Australian Consumer Law.
28. Indemnity
The Client indemnifies Primidy Services against claims, losses, damages, costs, expenses, and liabilities arising from:
The Client’s breach of these Terms
Misuse of the Services
Unlawful collection or use of data
Failure to obtain call recording or AI disclosure consents
False, incomplete, or misleading information supplied by the Client
The Client’s business operations
Claims from the Client’s customers or End Users
Breach of privacy, telecommunications, spam, consumer, or surveillance laws by the Client
Use of the Services in a regulated industry without appropriate oversight
29. Suspension
Primidy Services may suspend the Services immediately if:
Fees are overdue
The Client breaches these Terms
The Client breaches the Acceptable Use Policy
The Services are being misused
There is a security risk
Required third-party access is revoked
Suspension is required by law, carrier, platform, or regulator
Continued service may create legal, technical, financial, or reputational risk
Primidy Services is not liable for loss resulting from suspension.
30. Termination
Either party may terminate the Agreement in accordance with the agreed notice period.
Primidy Services may terminate immediately if:
The Client fails to pay Fees
The Client materially breaches the Agreement
The Client provides false or misleading information
The Client misuses the Services
The Client becomes insolvent
The Client engages in unlawful, fraudulent, abusive, or harmful conduct
Continuing the Services would create unacceptable risk
On termination:
Access to the Services may be removed
Outstanding Fees become immediately payable
The Client must stop using Primidy materials
Each party must return or delete confidential information where reasonably required
Clauses intended to survive termination continue to apply
31. Data After Termination
After termination, Primidy Services may retain Customer Data for a reasonable period for legal, compliance, backup, dispute, accounting, or operational purposes.
The Client may request export or deletion of Customer Data, subject to technical feasibility, legal obligations, third-party platform limitations, and payment of outstanding amounts.
Primidy Services may refuse, delay, or limit a request where complying would breach law, confidentiality, security obligations, third-party rights, or impose unreasonable burden.
32. Force Majeure
Primidy Services is not liable for delay or failure to perform caused by events outside its reasonable control.
This includes:
Internet outages
Phone carrier outages
Cloud service failures
Cyber incidents
Natural disasters
Fire, flood, storm, or extreme weather
War, terrorism, civil unrest, or government action
Pandemic, epidemic, or quarantine
Labour disputes
Power failures
Third-party platform failure
Law changes or regulatory action
33. Notices
Notices may be provided by email, phone, client portal, invoice, written document, or other reasonable electronic communication.
A notice sent by email is deemed received when successfully sent unless a delivery failure notice is received.
34. Electronic Acceptance
The Client agrees that electronic acceptance, online payment, digital signature, email confirmation, checkbox acceptance, or continued use of the Services may constitute acceptance of these Terms.
35. Assignment
The Client may not assign or transfer its rights under the Agreement without written consent from Primidy Services.
Primidy Services may assign, subcontract, transfer, or delegate its rights or obligations where reasonably necessary to operate the business or provide the Services.
36. Relationship of Parties
Nothing in the Agreement creates a partnership, employment relationship, joint venture, agency relationship, or fiduciary relationship between the parties.
The Client remains responsible for its own business operations.
37. Severability
If any clause is invalid or unenforceable, that clause is severed to the extent necessary and the remaining clauses continue in full force.
38. No Waiver
A failure or delay by Primidy Services to enforce a right does not waive that right.
39. Changes to These Terms
Primidy Services may update these Terms from time to time.
Material changes will be notified where reasonable.
Continued use of the Services after changes take effect constitutes acceptance of the updated Terms.
40. Governing Law
These Terms are governed by the laws of Queensland, Australia.
The parties submit to the jurisdiction of the courts of Queensland and any courts entitled to hear appeals from those courts.
41. Contact
For questions about these Terms, contact:
Primidy Services
Email: [email protected]
Phone:
ABN: 27 895 612 044
© 2025 Primidy Services.
All rights reserved.