Terms of service

1. Who we are and what you're agreeing to

RoundHour is a registered business name of Kanini Solutions Pty Ltd (ABN 49 638 785 976), based in Melbourne, Australia ("we", "us"). These terms apply when you sign up for or use RoundHour. By creating an account you agree to them on behalf of your business. Our privacy policy forms part of these terms.

2. The service

RoundHour is an AI receptionist. It answers calls you divert to it, speaks with your callers as your business, takes messages, answers questions from the information you've given it and, where you enable it, books appointments. It then sends the details to you by SMS and shows them in your dashboard.

Features may change. We add, alter and withdraw parts of the service as we learn from real calls.

RoundHour is not an emergency service. It must not be used as a substitute for 000 or any life-safety line. It can flag calls you've told it are urgent, but it cannot dispatch anyone.

3. Who can use RoundHour

RoundHour is for Australian small businesses that need their phone answered: plumbers, electricians, locksmiths, handypeople, salons, restaurants, accountants and mortgage brokers, among others. You must be at least 18 and authorised to act for the business you sign up.

We serve businesses anywhere in Australia. We deliberately do not provide the service to the following business types, because the information their callers share needs protections we don't offer today:

• Health and medical services of any kind, including dental, allied health, pharmacy, aged care, disability and NDIS services
• Legal services, including law firms and conveyancers
• Childcare and schools
• Any service where someone's safety depends on the call reaching a person straight away — crisis and helplines, after-hours medical or on-call nursing, emergency veterinary, utility fault lines, alarm monitoring, and roadside assistance

Tutoring is fine: the assistant takes the parent's or guardian's details, the subject and the year level only, never a child's health or learning details. Vet clinics are fine too; only emergency veterinary lines are excluded.

Urgent trade work is fine and is what we built this for. RoundHour marks emergencies, gives the 000 line where there is danger, and puts urgent callers through to you. The line we won't cross is being the only thing standing between a caller and help.

If we find an account operating as one of these business types we will contact you and close it. Fees already paid for the current billing period will be refunded.

4. Your responsibilities

• Keep the business information you give the AI accurate. It answers callers using what you've told it, so wrong hours or prices become wrong answers.
• Call diversion is set up and controlled by you on your own phone service. We can't switch it on or off for you.
• Recording: when recording is on, the AI tells every caller the call may be recorded. You are responsible for any recording obligations that apply to your business beyond that announcement.
• SMS: only use the service to message people in connection with their own call or booking, and don't use it to send marketing without the consent the Spam Act 2003 requires.
• Use the service lawfully and don't attempt to access other customers' data or interfere with the platform.

5. Your callers' information

Your callers' details, recordings and transcripts are your business's information. We process them on your behalf to run the service, as described in our privacy policy, and we don't use them for anything else. You are responsible for your own privacy obligations to your callers. If you need a data-processing agreement for your records, email us and we'll provide one.

6. Fees, billing and cancellation

• Plans and prices are on our pricing page. We invoice you monthly at the listed price. Prices include GST. No card is needed to start.
• Each plan includes a monthly allowance of call minutes. Every connected minute counts, whoever is on the other end: callers, your daily briefing, your own calls to the assistant, and training calls. Time is measured as it happens and charged by the second, so a 90-second call uses 90 seconds. Ringing is not counted.
• If you're approaching your plan's included minutes we'll tell you. Calls keep being answered, and minutes beyond the allowance are billed at the overage rate shown for your plan on the pricing page, charged pro rata by the second.
• Cancel any time by emailing hello@roundhour.com.au. Your account closes at the end of the current billing period and there's nothing further to pay. No setup fee, no contract, no exit fee.
• Before you cancel, switch off your call diversion. Your RoundHour number keeps answering for 15 days after your account closes, then stops. We hold it for a while after that in case you come back, and release it once we are confident you have moved on. Your own business number is unaffected.
• After closure, your call data is handled as set out in the privacy policy: kept for at least 90 days, then deleted. Your login stays open the whole time, so you can sign back in and pick up where you left off.
• If we change prices we'll give you at least 30 days' notice by email before the change applies to you.

7. What an AI receptionist can and can't do

RoundHour will tell callers it's an AI if they ask, and it won't quote firm prices you haven't set. It will still sometimes mishear a word, misunderstand a request, or make a mistake. You should check the SMS summaries and your dashboard rather than treating every AI answer as final, and you shouldn't rely on it for anything time-critical or safety-critical.

8. Availability

We work to keep the service answering around the clock, but we don't guarantee any particular uptime. If the service is down, calls follow whatever your phone service does when a diversion isn't answered. We'll tell you about planned maintenance in advance where we can.

9. Ownership

We own the RoundHour platform, software and branding. You own your business content and your call data. You give us the permission we need to store and process that content to run the service for you, and nothing more. We don't train foundation models on your calls.

10. Liability

Nothing in these terms excludes or limits any guarantee, right or remedy you have under the Australian Consumer Law that can't lawfully be excluded. Where the law allows us to limit our liability for a failure to meet such a guarantee, our liability is limited to re-supplying the service or paying the cost of having it re-supplied.

Otherwise, to the extent permitted by law, our total liability to you for anything arising out of these terms or the service is limited to the fees you paid us in the 12 months before the claim, and we aren't liable for indirect or consequential loss, including lost business, lost jobs or lost profit.

11. Ending the agreement

You can cancel at any time (section 6). We may suspend or close your account if you breach these terms, operate as an excluded business type (section 3), or if fees are unpaid after we've reminded you. We may also withdraw the service itself, with at least 30 days' notice by email.

12. Changes, law and contact

We may update these terms and will note the date at the top. Material changes are emailed to account holders before they take effect. These terms are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction.

Questions: hello@roundhour.com.au

Kanini Solutions Pty Ltd trading as RoundHour · ABN 49 638 785 976 · Melbourne, Australia