Service Agreement
Last updated: 18 May 2026
This Service Agreement ("Agreement") sets out the terms under which Ryan Sims, trading as The Office Lady (ABN 90 973 786 085), of 65 Shanahan Street, Redland Bay QLD 4165, Australia ("we", "us", "The Office Lady") provides the AI voice receptionist service to you, the customer ("you", "Customer").
By starting a paid subscription to The Office Lady, you agree to this Agreement. If you do not agree, do not subscribe.
This Agreement is separate from and additional to our Terms of Service (which govern the website and demonstration) and our Privacy Policy. Where this Agreement and the Terms of Service overlap, this Agreement takes precedence for matters relating to the paid service.
1. The service
The Office Lady provides an AI voice receptionist service ("Service") that answers calls and web-based voice enquiries on your behalf. Depending on the plan you select, the Service may include:
- An AI receptionist trained on information you provide about your business;
- Inbound call and web voice handling, with conversational booking into your nominated calendar;
- SMS booking confirmations and reply handling;
- Integration with ServiceM8 (Pro and Crew plans only);
- Automated review request workflows (Pro and Crew plans only);
- Custom voice cloning (available as a high-tier add-on with separate setup fee);
- Reporting and call records accessible to you through your account.
The specific features available to you depend on your plan. The plan you have selected at any given time governs what you receive.
2. Plans, fees, and inclusions
Plans, monthly fees (in Australian dollars), and inclusions are published at theofficelady.au/pricing and form part of this Agreement. As at the date of this Agreement, the plans are:
- Lite — $199/month, 40 included calls
- Pro — $349/month, 80 included calls, includes ServiceM8 integration, automated review requests, and custom voice
- Crew — $599/month, 160 included calls, multi-location support
- Booster add-on — $79 for 30 additional calls in a billing period
Calls beyond your monthly included calls are billed at the per-call rate published at theofficelady.au/pricing for your plan. Spam or junk calls are credited back to you at our reasonable discretion.
A one-off onboarding fee of $299 applies. This fee is waived if you commit to a six-month minimum term at sign-up. The six-month commitment is purely a waiver mechanism — it does not lock you into the Service for that period, and you can cancel at any time on the terms set out in clause 6.
Fees are charged monthly in advance via Stripe. All fees are exclusive of GST unless stated otherwise. We will apply GST where required by law.
We may change pricing on 30 days written notice (by email to the address you have nominated). If you do not accept the change, you may cancel under clause 6 before the new pricing takes effect.
3. Onboarding
Following payment of your first invoice (or the onboarding fee, where applicable), we will work with you to configure the Service for your business. This includes:
- Building and reviewing your AI receptionist's knowledge base;
- Configuring call routing, calendar integration, and any third-party integrations enabled on your plan;
- Test calls and quality checks before the Service goes live for your customers.
Onboarding is typically completed within 7–14 business days of receipt of the information we need from you. Delays caused by waiting on information or approvals from you are not counted toward this timeframe.
4. Your obligations
To use the Service, you agree to:
- Provide accurate, complete information about your business during onboarding and keep it up to date;
- Ensure you have the right to authorise us to answer calls and send SMS on behalf of your business;
- Comply with all laws applicable to your business, including (without limitation) the Spam Act 2003 (Cth), the Privacy Act 1988 (Cth), the Australian Consumer Law, and any industry-specific regulations applying to you;
- Not use the Service for any unlawful purpose, including (without limitation) scams, harassment, deceptive practices, or any use that could expose us or our suppliers to legal action;
- Pay all fees when due;
- Notify us promptly of any change to the information you have provided that materially affects the Service (e.g. change of trading name, ownership, business hours, calendar, integrations).
If you breach this clause, we may suspend the Service immediately and, where appropriate, terminate this Agreement under clause 6.
5. Data, recordings, and your information
We collect and store data necessary to provide the Service. This includes:
- Information you provide during onboarding (business name, business hours, FAQs, service descriptions, calendar credentials, etc.);
- Information your callers provide during calls (name, mobile, email, business name, reason for call);
- Call recordings, transcripts, and metadata;
- Records of bookings, SMS sent and received, and job data pushed to integrations on your behalf.
Retention. We retain:
- Call audio recordings for 30 days from the date of the call;
- Call transcripts and text-based records for 90 days from the date of the call;
- Booking, customer and job records for the duration of your subscription plus 90 days after termination, after which they are permanently deleted (unless you have requested earlier deletion or export).
You can request earlier deletion of any record at any time by email.
Third-party data. Where the Service integrates with a third-party system you control (e.g. your scheduling software, calendar provider, or accounting platform), the data we push into that system is your data in your third-party account. We do not retain a separate copy of that data within The Office Lady unless you have specifically opted in to a feature that requires it. This means:
- Customer records created in your scheduling or job-management software through The Office Lady are not retained by us once written;
- Calendar events created in your calendar provider are not retained by us once written;
- We retain only the booking record on our side (call, transcript, customer details captured during the call) which falls under the retention rules above.
This separation is intentional: your customer data lives with you, not us.
Voice cloning. If you take the custom voice cloning add-on, you provide your own voice samples and consent to their use. Voice clones are used exclusively for your account and are not shared, resold, or used to train any general model. You can request deletion of the voice clone at any time.
Full detail on data handling, including the third-party service providers we work with and where data is processed, is in our Privacy Policy at theofficelady.au/privacy.
6. Cancellation and termination
14-day money-back guarantee. Within 14 days of your first paid invoice, you can cancel for any reason and receive a full refund of all fees paid (including any onboarding fee paid). To cancel under this clause, email us at ryan@theofficelady.au.
Cancellation after the 14-day window. You can cancel your subscription at any time after the 14-day money-back window by giving 30 days written notice to ryan@theofficelady.au. The Service will continue until the end of the current monthly billing period (or 30 days from notice, whichever is later), after which billing stops and the Service ends. No refunds are issued for partial months already paid. No early termination fees apply.
The six-month onboarding fee waiver does not create an early termination penalty — it only means the onboarding fee is not refunded if you cancel before six months from sign-up. The pro-rata months you have used are not retrospectively re-billed.
Termination by us — non-payment. If a monthly payment fails, we will notify you and attempt re-billing. If the payment is not made within 7 days, the Service may be suspended. If the payment is not made within 30 days of the original failure, this Agreement may be terminated, and any data retained will be deleted in line with clause 5.
Termination by us — breach. If you materially breach this Agreement (including clause 4 obligations), we may suspend or terminate the Service immediately. No refund is issued in this case.
Termination by us — discretionary. We may terminate this Agreement for any other reason on 30 days written notice. In this case, we will refund any prepaid fees pro-rata for the unused portion of the current billing period.
Data on termination. On termination, you can request export of your data (call recordings within the 30-day retention window, transcripts, booking records, customer contacts) within 30 days of termination. After 30 days post-termination, all customer-specific data is permanently deleted (subject to the retention windows in clause 5 having already aged-out earlier data).
7. Service availability
We provide the Service on a best-effort basis. The Service depends on third-party platforms (including voice AI, telecommunications, hosting, and payment infrastructure providers) and on the public internet, none of which we control.
We do not commit to any specific uptime percentage or response time at this stage. We will work in good faith to maintain availability, communicate scheduled maintenance where practical, and respond promptly to outages.
If a service-side fault on our end materially affects your use of the Service for more than four (4) hours in a calendar day, you can request a goodwill credit. Credits are issued at our reasonable discretion and applied to your next monthly invoice.
We are not liable for outages caused by:
- Acts or omissions of any third-party platform or supplier we depend on;
- Internet, telecommunications, or power outages outside our control;
- Force majeure events (natural disasters, government actions, etc.);
- Your acts or omissions (incorrect configuration provided to us, late payment, breach of clause 4).
8. Intellectual property
You own:
- The content you provide to us about your business (FAQs, descriptions, branding assets, etc.);
- All data generated by your customers when using the Service through your account (subject to the retention and data handling terms in clause 5);
- Any custom voice clone created from voice samples you provide.
We own:
- The Office Lady platform, including all underlying software, AI prompt design, integrations, and the Ashleigh demonstration persona;
- Generic configurations, system prompts, and operational tooling that apply across all customers.
You grant us a non-exclusive, royalty-free licence to use the content you provide for the purposes of operating the Service for you, and to use anonymised, aggregated data derived from your usage for the purposes of improving the Service. We do not sell, share, or licence your customer-specific data to any third party except as required to operate the Service (see Privacy Policy for detail).
9. Confidentiality
Each party will keep confidential any non-public information disclosed by the other in the course of this Agreement, and will use it only for the purpose of performing this Agreement. This obligation survives termination.
This clause does not prevent disclosure required by law, by a regulator, or to a party's professional advisers under a duty of confidentiality.
10. Warranties and limitation of liability
We warrant that we will provide the Service with reasonable care and skill, consistent with industry standards for AI-based service businesses.
To the maximum extent permitted by law, we exclude all other warranties (express or implied). The Service is provided "as is" except as expressly warranted above.
Nothing in this Agreement excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.
To the maximum extent permitted by law, neither party is liable to the other for indirect, incidental, special, consequential or punitive damages, including (without limitation) lost profits, lost revenue, lost data, lost business opportunities, or loss of goodwill.
Our total aggregate liability under or in connection with this Agreement, in any 12-month period, is capped at the fees you have paid us in the 12 months preceding the event giving rise to the liability.
Where our liability cannot be excluded under the Australian Consumer Law, our liability is limited (at our election) to either re-supplying the Service, or paying the cost of having the Service re-supplied.
11. Indemnity
You will indemnify us against any third-party claim, loss, damage, or expense (including reasonable legal costs) arising out of or in connection with:
- Your breach of clause 4 (your obligations);
- Your use of the Service for an unlawful purpose;
- Any content you provide to us that infringes a third party's intellectual property, privacy, or other rights.
This indemnity is reduced to the extent the claim arises from our negligent or wilful conduct.
12. Changes to this Agreement
We may update this Agreement on 30 days written notice to you (by email). If you do not accept the change, you may cancel under clause 6 before the new terms take effect. Continued use of the Service after the notice period constitutes acceptance.
Minor changes (clarifications, typographical corrections, updates to third-party service names) may be made without notice and will be reflected in the "Last updated" date at the top of this Agreement.
13. General
Assignment. You may not assign or transfer this Agreement without our written consent (not to be unreasonably withheld). We may assign this Agreement on notice to you, including in connection with a sale of the business.
Severability. If any clause of this Agreement is found to be unenforceable, the remaining clauses continue in force.
Entire agreement. This Agreement, together with the Privacy Policy and Terms of Service (where applicable), constitutes the entire agreement between you and us in relation to the Service, and supersedes any prior representations or agreements.
Governing law. This Agreement is governed by the laws of the Northern Territory, Australia. You and we submit to the non-exclusive jurisdiction of the courts of the Northern Territory for any dispute arising out of or in connection with this Agreement.
Notices. Notices under this Agreement must be in writing and sent by email to the addresses shown below (or as updated from time to time). A notice is taken to have been received when delivered to the recipient's email server.