Legal

Terms of service

Last updated 3 November 2026

2. About these terms

These terms govern your use of the Etvora service. They form a contract between you (the Subscriber) and Etvora (“we”, “us”), an Australian business, ABN 94 581 120 600. By creating an account, paying an invoice, or configuring a number you accept these terms. If you are accepting on behalf of a business, you warrant that you are authorised to bind it.

Our privacy policy forms part of these terms. Where a caller to your number is concerned, the privacy policy also applies to them directly.

3. What the service does

Etvora provides an automated telephone answering assistant. We allocate you an Australian telephone number; you configure call forwarding from your own line so that calls you do not answer are routed to us; our assistant answers, conducts a conversation in English, captures the caller’s details and requirements, and makes a recording, transcript and structured summary available to you through your dashboard and by SMS or email notification.

The assistant is designed to take a message. Unless a feature is expressly listed for your plan, it does not quote prices, book appointments, take payments, provide trade or technical advice, or integrate with your scheduling or field-service software. It will not promise an arrival time on your behalf.

4. Things we will not let you switch off

Two behaviours are hard-coded and cannot be disabled by any subscriber, because they are legal and safety obligations rather than preferences:

• AI disclosure. Every call opens by identifying the assistant as the business’s virtual assistant. This supports compliance with section 18 of the Australian Consumer Law (misleading or deceptive conduct).
• Recording disclosure. Every call opens with a spoken notice that the call may be recorded. This supports compliance with state surveillance devices legislation and the Australian Privacy Principles.

You must not use Etvora in a way that misleads callers about who or what they are speaking to, and you must not instruct us (through greeting text, business profile fields or custom instructions) to make the assistant claim to be a human being.

5. Your responsibilities

• You must be entitled to use the number you forward from, and must comply with your carrier’s terms regarding call forwarding.
• You are responsible for the accuracy of the business profile you provide — services, trading hours, service area, after-hours policy and any custom instructions. The assistant repeats what you tell us; if it is wrong, the fault is in the input.
• You must keep your contact details and notification numbers current. Notifications sent to the number or address on your account count as delivered.
• You must review messages promptly. We capture information; we do not act on it, and we cannot know which of your jobs is urgent.
• You must not use the service for unlawful, harassing, deceptive or spam purposes, must not attempt to gain unauthorised access to it, and must not resell it without written agreement.
• You must hold any licence, registration or insurance your own trade requires. Nothing we do constitutes trade, legal, medical or financial advice.

6. Fees, minutes and your prepaid balance

Subscription. Plans are billed monthly or annually in advance, in Australian dollars, inclusive of GST. Prices are as published at etvora.ai/#pricing. We may change published prices on 30 days’ notice; the change applies from your next renewal and you may cancel instead of accepting it.

Included minutes. Your plan includes a monthly allowance of AI-answered minutes. A “minute” is any call our assistant answers, counted in 30-second increments rounded up. Calls you answer yourself are not charged. Allowances reset each billing period and do not roll over.

Overage and prepaid balance. Minutes and SMS beyond your allowance are charged at your plan’s published overage rates and deducted from a prepaid balance. You may top up at any time. Prepaid balances do not expire, except where we are required by law to treat them as unclaimed money. Balances are not transferable between accounts and are refundable only as described in §8.

What happens when you run out. We will never terminate a call that is already in progress because a balance has been exhausted. Instead we notify you immediately and politely decline new inbound calls until the balance is restored, telling the caller that the business cannot take their call at that moment. Restoring your balance resumes answering. We are not liable for calls declined while your balance was exhausted, and it is your responsibility to keep it funded.

Failed payment. If a subscription payment fails we will retry and notify you. If it remains unpaid after 7 days we may suspend answering until payment is received. Suspension does not waive the outstanding amount.

Invoices and GST. Every invoice shows our ABN, the invoice number, line items and the GST component separately. You are responsible for your own tax treatment.

7. Availability

We target high availability and design for it — the voice service runs redundant instances across availability zones, and telephone sessions survive a dropped connection by reconnecting with their context intact. But the service depends on third parties we do not control: the public telephone network, your own carrier’s call-forwarding behaviour, and our telephony, speech and cloud providers.

We do not currently offer an uptime guarantee or service-level agreement. We do not warrant that the service will be uninterrupted, error-free, or that every call will be answered. Where a plan is materially unusable for a sustained period through our fault, we will at our discretion apply a service credit to your account. This is a goodwill measure, not a contractual entitlement, and it is our sole liability for availability shortfalls.

Speech recognition is imperfect. Accents, background noise, poor line quality and overlapping speech will sometimes produce an inaccurate transcript or summary. You should treat captured details as a strong draft rather than a verbatim record, and the recording is available precisely so you can check. We are not liable for losses arising from a mis-transcription, except as required by law.

8. Term, cancellation and refunds

• Subscriptions continue month to month (or for the annual term) until cancelled. There is no minimum term and no cancellation fee.
• Cancel at any time from your dashboard or by email. Access continues to the end of the period already paid for.
• Annual plans: if you cancel mid-term we refund the unused whole months, less the difference between the annual and monthly rate for the months you did use.
• Prepaid balances are refundable on cancellation of your account, less any outstanding charges and payment-processing costs.
• Trial: a trial converts to a paid subscription at its end unless you cancel first. Cancelling during the trial incurs no charge.
• We may suspend or terminate for material breach, non-payment, fraudulent or unlawful use, or conduct that endangers the service or other subscribers. Where practicable we will give notice and an opportunity to remedy.
• On termination we delete your call data per the retention schedule in the privacy policy, and you may export it beforehand.

9. Intellectual property

We own the service, including its software, prompts, voices configuration, branding and documentation. You own your business data — your business profile, and the recordings, transcripts and summaries of calls to your numbers. You grant us the limited licence needed to operate the service for you. Nothing here transfers ownership of your data to us.

10. Liability

To the maximum extent permitted by law, our aggregate liability arising out of or relating to these terms or the service is limited to the greater of the amounts you paid us in the three months before the event giving rise to the claim, or A$1,000. We exclude liability for indirect, consequential, special or punitive loss, and for lost profits, lost revenue, lost contracts or lost business opportunities.

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, including the consumer guarantees, where that cannot lawfully be excluded. For goods or services that are not ordinarily acquired for personal, domestic or household use, our liability for a failure to comply with a consumer guarantee is limited, where the law permits, to supplying the service again or paying the cost of having it supplied again.

You indemnify us against claims arising from your use of the service in breach of these terms, your instructions or business profile content, your breach of law, or your handling of caller information after we have delivered it to you.

11. Third-party services

The service relies on third parties including our telephony, speech-to-text, text-to-speech, cloud hosting and payment providers, identified in §5 of the privacy policy. Their availability and conduct are outside our control. We are not responsible for their acts or omissions, though we take reasonable care in selecting them.

12. Changes to the service and these terms

We may change features, limits and pricing as the service develops. We will give 30 days’ notice of any change that materially reduces what your plan includes. We may update these terms; the current version is always at etvora.ai/terms.html with its revision date shown. Material changes are notified by email and continued use constitutes acceptance.

13. General

• Governing law. These terms are governed by the law of Victoria, Australia, and the parties submit to the jurisdiction of its courts. Nothing deprives you of mandatory consumer protections where you are located.
• Assignment. You may not assign these terms without our consent. We may assign them to a successor in a sale or reorganisation.
• Severability. If a provision is unenforceable it is severed or read down as little as necessary, and the rest continues.
• Entire agreement. These terms and the privacy policy are the whole agreement, replacing prior discussions. No term is waived except in writing.
• Force majeure. We are not liable for failure caused by events beyond our reasonable control, including telecommunications network failures, carrier faults, natural disaster, and acts of government.
• Not legal advice. Nothing in the service constitutes legal, trade, medical or financial advice.

14. Contact

Etvora — 12 Ellin Street, Doncaster East VIC 3109
hello@etvora.ai
ABN 94 581 120 600