Terms of Service

Last updated: 26 October 2026

These Terms of Service ("Terms") govern your use of the OnTools AI service ("Service"). OnTools AI is operated by Dale Ingvarson (ABN 20 765 627 014), Perth WA ("we", "us", "our"). By subscribing to or using the Service, you ("you", "your", "Customer") agree to these Terms.

1. Service description

OnTools AI provides an AI phone receptionist service for trades and service businesses. The Service is supplied to businesses for business use. It includes:

• An AI voice agent that answers calls diverted to it from your business phone, 24 hours a day, 7 days a week
• Capture of caller details, including the caller's name, phone number, address and job details, with urgent jobs flagged
• An email summary of each call
• A short announcement at the start of every call telling callers they're speaking with your business's AI assistant and that the call is recorded (see section 7)
• Instant SMS alerts to your mobile for urgent jobs
• Or, instead of SMS alerts, live transfer of urgent calls to a second number you choose

Your AI receptionist takes messages and job details so you can call back. It doesn't make up prices or give quotes, book jobs into a calendar, or give technical, repair or diagnosis advice. If you give us prices to share (such as a call-out fee), it can pass them on as a guide for you to confirm. If a caller mentions a hazard (such as a gas smell, sparks or smoke), it only tells them to keep well clear and to call 000 if anyone is in danger, then flags the job as urgent.

You keep your existing business number. We set up a dedicated Australian number that your phone diverts missed calls to — callers never see it. The Service works with call diversion on Telstra, Optus and most other Australian mobile plans and landlines. On Vodafone? Tell us before you sign up and we'll set you up with a compatible number. (Vodafone prepaid doesn't support call forwarding.)

2. Plan and pricing

All prices are in Australian dollars and include GST. If you need a tax invoice, ask us and we'll send one showing our ABN and the GST amount.

7-day free trial. New customers get a 7-day free trial. We take your card details when you sign up, but we don't charge you until the trial ends. If you cancel before the trial ends (email hello@ontools.ai), you won't be charged anything. If you don't cancel, your plan continues at $199/mo inc. GST, charged on the day the trial ends and then monthly. One free trial per business.

We may change our prices by giving you at least 30 days' notice by email. A new price applies from your first billing date after the notice period ends. If you don't want to pay the new price, you can cancel before it takes effect (see section 5) and you won't be charged the new price.

3. 30-day money-back guarantee

If you cancel within 30 days of signing up (the day your free trial starts), we'll refund everything you've paid us in those 30 days — no questions asked.

• To claim it, email hello@ontools.ai within 30 days of signing up. We'll confirm by email.
• We refund to your original payment method through Stripe, usually within 5 business days of your request. Your bank may take a few more days to show it.
• Once we've processed a guarantee refund, your subscription ends, you won't be charged again, and we may switch off your AI receptionist straight away. Please turn off call diversion on your phone (see section 14).
• The guarantee applies once per business.

4. Billing and payment

• Subscriptions are billed monthly in advance through Stripe, starting on the day your 7-day free trial ends.
• Your subscription renews automatically each month until you cancel.
• If a payment fails, we'll let you know by email. If it isn't fixed within 7 days after we tell you, we may pause your Service or end your subscription (see section 14). If we pause it, we'll switch it back on once the payment is made.
• We don't store your card or payment details. All payment processing is handled by Stripe.

5. Cancellation

No lock-in contract. Cancel anytime by emailing hello@ontools.ai — you won't be charged again, and your Service keeps running until the end of the month you've already paid for.

• There's no notice period and no cancellation fee. We'll confirm your cancellation by email.
• If you cancel during your free trial, you won't be charged, and your Service ends when the trial ends.
• If you cancel within 30 days of signing up, the money-back guarantee in section 3 applies.
• Otherwise, we don't refund part-months, except where these Terms or the Australian Consumer Law say otherwise.
• When your Service ends, you need to turn off call diversion on your phone. We can't do this for you, because diversion is set on your own phone and phone plan. We'll email you instructions when you cancel. See section 14 for what else happens when the Service ends.

6. Your responsibilities

As a Customer, you agree to:

• Provide accurate and up-to-date business information for your AI receptionist, including any prices you ask it to pass on
• Set up and maintain call diversion on your phone as instructed, and only divert calls from phone numbers you're entitled to use
• Keep the AI and call-recording announcement in place (see section 7)
• Check your call summaries and follow up with callers yourself, including urgent jobs
• Not use the Service for any unlawful purpose, including spam, harassment, or fraud
• Not attempt to reverse-engineer, copy, or replicate the Service or its underlying technology

7. Call recording and AI disclosure

Calls answered by your AI receptionist are recorded and transcribed so we can capture job details accurately and send you a summary. You agree to us recording and transcribing those calls as described in these Terms and our Privacy Policy.

We configure every AI receptionist to announce, at the start of each call, that the caller is speaking with your business's AI assistant and that the call is recorded. If a caller asks, your AI receptionist will confirm it's an AI assistant. A caller who doesn't want to be recorded can hang up and contact you another way.

• You must not remove, shorten or change the announcement so that it no longer tells callers they're speaking with an AI assistant and that the call is recorded, and you must not ask us to. If you have a custom greeting, the announcement is always included with it.
• Laws about recording calls vary between Australian states and territories. The announcement is designed to make sure callers know about the recording, and can choose whether to continue, before any details are taken.
• You're responsible for your own obligations to your callers — for example, any extra notices your business needs, and handling the recordings, transcripts, summaries and caller details we send you in line with the privacy laws that apply to your business. If you're unsure of your obligations, we recommend getting independent legal advice.

8. Fair use

Generous fair use: up to 1,000 AI-answered minutes a month, with calls up to 15 minutes each. If you regularly go over, we'll talk to you before anything changes.

• Calls end automatically when they reach 15 minutes.
• We may end or block calls from automated diallers, recorded messages, other AI systems, or callers who are abusive.
• If your usage is regularly over the allowance, we'll contact you to talk through options, such as an agreed extra charge. We won't charge you anything extra or change your plan without your agreement. If we can't agree, either of us may end the subscription: you under section 5, or us by giving you at least 30 days' notice under section 14.

9. Service availability

We aim to provide a reliable, 24/7 service. However, we do not guarantee uninterrupted availability. The Service may be temporarily unavailable due to:

• Scheduled or emergency maintenance
• Third-party service outages (Twilio, Retell AI, or other providers)
• Telecommunications network issues beyond our control
• Force majeure events

We will make reasonable efforts to notify you of planned downtime in advance and to restore the Service as quickly as possible.

The AI can sometimes mishear or misunderstand callers, and phone networks and call diversion can fail. Please check your summaries and confirm important details when you call back.

10. Australian Consumer Law and limitation of liability

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, or under any other law, that cannot lawfully be excluded, restricted or modified.

Subject to that, and to the extent the law allows:

• Because the Service is supplied for business use and is not of a kind ordinarily acquired for personal, domestic or household use, where section 64A of the Australian Consumer Law allows it, our liability for failing to meet a consumer guarantee is limited to supplying the Service again or paying the cost of having it supplied again.
• Neither of us is liable to the other for indirect or consequential loss, including lost profits, lost revenue or lost jobs.
• Each party's total liability to the other for all claims arising out of or in connection with the Service is limited to the total fees paid or payable by you in the three months before the event giving rise to the claim.
• We are not responsible for loss to the extent it is caused by things outside our reasonable control, such as your phone carrier, your call diversion settings, or incorrect information given by callers.
• These limits do not apply to fees you owe us, to liability for fraud or wilful misconduct, to death or personal injury caused by negligence, or to any liability that cannot be limited by law.

11. Intellectual property

All intellectual property in the Service — including the AI technology, voice agents, website, branding, and code — remains our property or that of our licensors. Your subscription grants you a limited, non-exclusive, non-transferable licence to use the Service for your business during the subscription period.

Content you provide (business details, scripts, pricing information) remains your property. You grant us a licence to use this content solely for the purpose of operating the Service on your behalf.

12. Privacy

We handle personal information in line with our Privacy Policy. When your AI receptionist answers a call, we collect and handle the caller's information on your behalf, to provide the Service to you.

13. Changes to these Terms

We may update these Terms from time to time. We'll email you at least 30 days before a change takes effect. Changes that don't disadvantage you (for example, fixing typos or adding features) may be made by updating this page without notice.

If a change is materially adverse to you, you can cancel without penalty at any time before it takes effect. If you do, you can choose to have your cancellation take effect straight away, and we'll give you a pro-rata refund of any fees you've already paid for the rest of that month. If you don't cancel, the updated Terms apply from the date the change takes effect.

14. Suspension and termination

You can end these Terms at any time by cancelling under section 5. If we seriously breach these Terms, or breach them and don't fix it within 14 days after you tell us, you can also end them immediately and we'll give you a pro-rata refund of any fees you've already paid for the rest of that month.

We may pause (suspend) or end the Service:

• If a payment fails and isn't fixed within 7 days after we tell you
• After we refund you under the money-back guarantee, or when your cancellation takes effect
• If you seriously breach these Terms, or breach them and don't fix it within 14 days after we tell you
• Immediately, if you use the Service for an unlawful purpose (including spam, harassment or fraud)
• If we are required to do so by law

We may also end the Service for any other reason by giving you at least 30 days' notice by email. If we do, we'll refund any fees you've already paid for the period after the Service ends.

When the Service ends:

• Your AI receptionist stops answering calls.
• You must turn off call diversion on your phone — we can't do this for you. We'll email you instructions. Until you turn it off, missed calls may not reach you.
• We may release your AI number 30 days after the Service ends. Once it's released, the phone carrier may give the number to someone else, so please turn off diversion as soon as your Service ends.
• We'll delete your call recordings, transcripts and settings within 90 days after the Service ends, unless the law requires us to keep them (see our Privacy Policy). If you'd like a copy, ask us before then.

15. Governing law and disputes

These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. If you have a problem with the Service, please contact us first and we'll try to sort it out with you. Any disputes arising from these Terms or the Service will be subject to the exclusive jurisdiction of the courts of Western Australia.

16. Contact us

If you have any questions about these Terms, please contact us: