Terms & Conditions

These Terms & Conditions govern your use of the HaileyAI website, software, services and subscriptions.

HaileyAI is operated by Nettrends Media (“HaileyAI”, “we”, “us” or “our”).

By purchasing, subscribing to, accessing or using a HaileyAI service, you agree to these Terms & Conditions. If you do not agree with these Terms, please do not use our services.

1. What HaileyAI does

HaileyAI provides business automation and communication services designed to help businesses manage enquiries, missed calls, website enquiries, customer communications and leads.

Depending on the service you purchase, HaileyAI may provide AI-powered inbound phone answering, AI virtual receptionist services, website chat and lead capture, Missed Call TXT Back, SMS follow-up automation, lead notifications, call summaries and transcripts, customer enquiry qualification, appointment or booking assistance, review management and review response automation, shared lead and conversation inboxes, business integrations, website and digital services, and other automation services introduced from time to time.

The exact features available to you depend on the package, subscription or service you purchase.

2. AI services

Some HaileyAI services use artificial intelligence to communicate with customers or process information. AI-generated responses are intended to assist your business and do not guarantee that every response will be accurate, complete or appropriate.

AI systems can occasionally misunderstand a caller’s request, names or contact details, business information, technical information, customer questions, appointment requirements, or the context of a conversation.

You remain responsible for reviewing your business information, instructions, automated messages and workflows to ensure they are suitable for your business. HaileyAI should not be relied upon as a substitute for professional, medical, legal, financial or other specialist advice.

3. Your responsibility for AI responses

If you use an AI receptionist, chatbot or automated communication service, you are responsible for providing accurate information about your business. This includes, where applicable, business hours, services, pricing, service areas, booking rules, cancellation policies, contact details, staff information, frequently asked questions, emergency procedures and customer communication preferences.

You are also responsible for monitoring your automated systems and correcting information when it changes.

4. Emergency and urgent matters

HaileyAI services are not designed to replace emergency services or human assistance for urgent or dangerous situations. Customers should contact the appropriate emergency service directly where required.

You must not configure HaileyAI in a way that suggests it is an emergency response service unless this has been specifically agreed with us in writing.

5. Call recording, transcription and AI processing

Depending on your selected service and configuration, calls may be recorded, transcribed, summarised, analysed by automated systems, or used to create follow-up tasks or notifications.

You are responsible for ensuring that your use of these features complies with applicable laws and regulations, including any requirements relating to notifying callers about recording or monitoring. Where required, you should configure appropriate call announcements or obtain appropriate consent.

6. SMS and messaging

HaileyAI may send SMS messages on your behalf, including missed-call responses, customer notifications and follow-up messages. You are responsible for ensuring that messages sent through your account comply with applicable Australian laws and industry requirements.

This includes ensuring that recipients are contacted for a lawful purpose, required consent has been obtained where applicable, messages identify the sender where required, recipients are provided with an appropriate way to opt out of marketing communications, and messages are not misleading, deceptive, abusive or unlawful.

HaileyAI may restrict or suspend messaging activity where we reasonably believe an account is being used for spam, abuse, fraud or unlawful communications.

7. Missed Call TXT Back

Where you use the Missed Call TXT Back service, the service generally requires your business phone system or telecommunications provider to forward unanswered calls to a HaileyAI-provided number. You are responsible for arranging and maintaining the required call forwarding.

Call forwarding charges imposed by your telecommunications provider are separate from HaileyAI subscription charges. HaileyAI is not responsible for charges imposed by your telecommunications provider. The operation of Missed Call TXT Back may depend on your telecommunications provider, phone system, number configuration and call forwarding settings.

8. Phone numbers

Where a HaileyAI subscription includes a dedicated telephone or mobile number, the number is generally provided to you as part of the service and remains subject to the telecommunications provider’s terms and numbering requirements. You do not automatically acquire ownership of a telephone number supplied through HaileyAI.

If your subscription ends, the number may be disconnected, reassigned or otherwise unavailable to you. Where applicable, we may assist with number porting or transferring a number, but this is subject to telecommunications provider requirements and may involve additional costs.

9. SMS usage and fair use

Subscriptions that include SMS messaging are subject to reasonable and fair use. We may monitor usage to protect the service, telecommunications networks and other customers. We may contact you if we believe your usage is excessive, abnormal or inconsistent with the intended purpose of your subscription.

If excessive use continues, we may require you to move to a different plan, charge additional usage fees where applicable, restrict messaging, suspend the messaging component of the service, or suspend or terminate the account in cases of serious abuse. We will generally attempt to contact you before taking action where reasonably possible.

10. Subscription fees

HaileyAI services are generally provided on a monthly subscription basis unless otherwise stated. Your applicable subscription price will be shown when you purchase or subscribe to the service.

Subscription fees may include software access, platform usage, telephone number rental, SMS usage, automation services, support, and other features included in your selected package. Third-party charges, telecommunications charges, usage charges or additional services may be charged separately where applicable.

11. Free trials

Where a free trial is offered, the trial period and included services will be specified at the time of signup. Unless otherwise stated, a free trial is intended to allow you to evaluate the service before becoming a paying customer.

We may limit or cancel a trial where we reasonably believe the trial is being abused or repeatedly used to avoid subscription charges.

12. Cancellation

Unless your order or service agreement states otherwise, subscriptions may be cancelled by providing 30 days’ notice. Cancellation does not normally result in a refund for a partially used billing period.

Where a service includes a dedicated telecommunications number, the cancellation period may be required to allow sufficient time to finalise or cancel number rental and related services.

13. Failed payments

If a subscription payment fails, we may attempt to process the payment again. If payment remains outstanding, we may restrict or suspend access to the service. We may also suspend telecommunications, SMS, AI or automation functionality where continued provision of the service would result in unpaid third-party costs.

14. Third-party services

HaileyAI may rely on third-party platforms and service providers to deliver some or all of its services. These may include providers for telecommunications, SMS, artificial intelligence, cloud hosting, email, payment processing, analytics, calendars, CRM systems, automation, website hosting and integrations.

Third-party services may have their own terms, privacy policies, usage restrictions and availability requirements. We are not responsible for outages or failures caused by third-party services outside our reasonable control.

15. Integrations

Where HaileyAI integrates with another software platform, you are responsible for providing appropriate access and permissions. You authorise HaileyAI to access the information necessary to provide the requested integration. You are responsible for ensuring that your use of any integrated platform complies with that platform’s terms and policies.

16. Your content and business information

You retain ownership of information, content, documents, business information and other material you provide to HaileyAI. You grant HaileyAI permission to use that information only as reasonably necessary to provide the services, configure your account, operate automations, process customer enquiries, provide support, maintain and improve the service, and comply with legal obligations.

You confirm that you have the right to provide any information or content you upload or submit to HaileyAI.

17. Prohibited use

You must not use HaileyAI to send spam, conduct fraud or scams, impersonate another person or business, send unlawful or misleading communications, harass or threaten people, distribute malicious software, conduct illegal activities, interfere with the operation of the service, attempt to gain unauthorised access to systems, or use the service in a way that creates unreasonable risk to HaileyAI or its providers. We may suspend or terminate accounts involved in serious misuse.

18. Service availability

We aim to provide reliable services, but we do not guarantee that HaileyAI will always be available or uninterrupted. Services may occasionally be unavailable because of maintenance, telecommunications outages, internet outages, third-party provider failures, software issues, security incidents, force majeure events or circumstances outside our reasonable control.

Where reasonably possible, we will attempt to restore affected services as quickly as practical.

19. No guarantee of business results

HaileyAI is designed to help businesses improve communication, lead handling and customer follow-up. However, we do not guarantee a particular number of leads, additional sales, increased revenue, appointments, customer retention, conversion rates, response rates or specific financial results. Results depend on many factors outside our control, including your business, market, pricing, staff, advertising and customers.

20. Consumer guarantees

Nothing in these Terms is intended to exclude, restrict or modify any right or remedy that cannot legally be excluded, restricted or modified under Australian law. Where Australian Consumer Law applies, our services come with guarantees that cannot be excluded. To the extent permitted by law, our liability is limited to the remedies permitted under applicable law.

21. Intellectual property

HaileyAI and its underlying software, systems, branding, processes, designs and materials remain the property of HaileyAI or its licensors unless otherwise stated. You must not copy, reproduce, modify, distribute, resell or commercially exploit HaileyAI’s proprietary materials without our permission. Your own business content remains yours.

22. Suspension and termination

We may suspend or terminate your access if you fail to pay amounts owing, you materially breach these Terms, you misuse the service, your use creates a security or legal risk, you use the service for unlawful activity, we are required to do so by a telecommunications provider or other third party, or continued provision of the service becomes impractical or unlawful. Where appropriate, we will provide reasonable notice and an opportunity to resolve the issue.

23. Changes to these Terms

We may update these Terms from time to time. If we make material changes, we may notify customers through the website, email or another reasonable method. Your continued use of the service after the updated Terms take effect means you accept the updated Terms.

24. Governing law

These Terms are governed by the laws of Queensland, Australia. You agree that disputes relating to these Terms will be subject to the courts and tribunals of Queensland, Australia, to the extent permitted by law.

25. Contact

If you have questions about these Terms, your subscription or the HaileyAI service, contact:

Nettrends Media / HaileyAI
Email: admin@haileyai.com.au
Website: https://haileyai.com.au