Terms of service

1. Agreement

These terms are a contract between the person or business that creates a Melo account (“you”) and the operator of Melo: [Legal name — to be supplied], ABN [ABN — to be supplied], of [Registered address — to be supplied] (“we”, “us”).

Melo is software at officialmelo.com that provides AI assistance for office work — including phone, inbox, quotes, calendar and related tools. Creating an account, continuing with Google, starting a trial, or paying for a plan means you agree to these terms and the Privacy Policy.

If you use Melo for a business, you confirm you are authorised to bind that business. You must be 18 or older.

2. The service

We provide Melo on a reasonable-efforts basis. Features may change. We do not guarantee uninterrupted access, error-free output, or that Melo will answer every call or message.

Some features only work if you connect a third-party account or if we have provisioned that channel for your office. Channels that are not connected are not part of the service for your account.

3. AI-generated content

Melo uses artificial intelligence. It can be wrong, incomplete, or unsuited to a job. Quotes, invoices, messages, call scripts, bookings and other output are drafts unless you (or your settings) send them.

Melo is not a lawyer, accountant, financial adviser, or registered health practitioner. Output is not professional advice. You remain responsible for what is said or sent in your business’s name, including to your customers.

You must not present Melo as a human where that would mislead a caller or customer. You must review material that can create a contract, take payment, or give regulated advice before it goes out, unless you have knowingly turned on send-without-review for that flow.

4. Accounts and your data

You must give accurate account details and keep login details safe. You are responsible for activity on the account.

You keep ownership of content you put into Melo (including customer names, jobs, messages and recordings). You grant us a licence to host and process that content only to provide the service. You must have the right to upload it, including personal information about your customers.

Each office is meant to be isolated to that account. You must not attempt to access another customer’s office.

5. Call and voice recordings

If you use the receptionist or voice features, call audio, voicemail and transcripts may be recorded and stored so Melo can answer, hand off, and show you the conversation.

Recording and monitoring laws differ across Australian states and territories. You are responsible for notices to callers and for whether you are allowed to record. We do not warrant that Melo’s recording settings meet the law that applies to your business.

6. Acceptable use

You must not use Melo to:

• break the law, or send spam or unsolicited commercial messages except as permitted;
• mislead people about who they are dealing with;
• infringe IP, privacy, or confidentiality;
• probe, overload, or interfere with the service or other customers;
• upload malware, or attempt to extract another user’s data;
• use voice cloning or a persona you are not authorised to represent.

We may suspend or terminate an account that we reasonably believe breaches this section.

7. Plans, trial, billing, cancellation and refunds

Plan names, inclusions and prices are as shown on the Plans page at the time you subscribe. Amounts are in Australian dollars. GST treatment on invoices: [GST registration / tax invoices — to be supplied].

Pro includes a seven-day trial. A payment method may be required to start the trial. If you do not cancel before the trial ends, we charge the Pro plan (or the plan you selected) on a recurring basis.

You can change or cancel in Billing. Cancellation takes effect at the end of the current paid (or trial) period unless the Plans page says otherwise. We do not pro-rate unused days unless required by law.

Change-of-mind refunds are not offered after a paid period starts, except where the Australian Consumer Law requires a remedy. Nothing in these terms excludes ACL consumer guarantees that cannot be excluded.

Usage over a plan cap (for example voice minutes) may be billed as shown on Plans or in the office. Failed payments may lead to suspension.

Payments, when enabled, are processed by Stripe. Stripe’s terms also apply to the payment itself.

8. Availability

We aim to keep Melo available but do not promise uptime, call-answer rates, or that a connected provider (phone carrier, Google, Stripe, voice vendor) will stay up. Maintenance and faults will happen. We are not liable for lost jobs, missed calls, or lost profit arising from downtime, except as the ACL requires.

9. Third-party services

If you connect Google or another provider, you authorise us to access that account as the connection screen describes. Those providers’ terms and privacy policies apply to their processing. We are not responsible for their outages or changes.

10. Liability

To the extent permitted by law, we are not liable for indirect, incidental, or consequential loss, or for lost profit, revenue, data, or goodwill.

Where liability cannot be excluded, our aggregate liability to you in any 12-month period is limited to the fees you paid us for Melo in that period, or the re-supply of the service, at our option — except that we do not limit liability for fraud, or for death or personal injury caused by our negligence, or other liability that cannot be limited.

If the ACL applies and the service is not of acceptable quality, your remedy may include resupply or a refund as the ACL provides.

11. Indemnity

You indemnify us against claims, loss and reasonable costs arising from your content, your customers’ dealings with Melo in your name, your breach of these terms, or your failure to obtain rights or consents (including call recording and marketing consents), except to the extent caused by our fraud or negligence.

12. Termination

You may stop using Melo and cancel as in section 7. We may suspend or end the account if you breach these terms, if required by law, or if we discontinue the product (with reasonable notice where practicable).

After termination we may delete office data after a short retention window, except records we must keep (for example tax). Export, if offered in the product, should be done before you cancel.

13. Changes

We may update these terms. The date at the top will change. Continued use after the update is acceptance of the new terms. Material changes will be notified in the product or by email where we have an address.

14. Governing law

These terms are governed by the laws of New South Wales, Australia. The courts of New South Wales have jurisdiction, without limiting any ACL rights you have in your Australian state or territory.

15. Contact

Support and legal notices: meloaisupport@gmail.com. Transactional mail is sent from hello@officialmelo.com; that address does not receive replies. Postal: [Registered address — to be supplied].

Related: Privacy Policy.