Terms of Service
Last updated: January 29, 2026
These Terms of Service ("Terms") govern your use of AutoAnswer's services. By using our services, you agree to these Terms. Please read them carefully.
1. Services Description
AutoAnswer provides AI-powered phone answering services, virtual receptionist solutions, PABX systems, and related telecommunications services ("Services"). The specific services provided to you will be detailed in your service agreement or order form.
2. Account Registration and Eligibility
- You must be at least 18 years old and authorized to represent your business
- You must provide accurate, current, and complete information
- You are responsible for maintaining the security of your account credentials
- You must notify us immediately of any unauthorized access
- One person or entity may not maintain multiple accounts
3. Subscription and Payment
3.1 Pricing
Current pricing is available at autoanswer.co.za/pricing. Prices are in South African Rand (ZAR) and exclude VAT unless otherwise stated.
3.2 Billing
- Subscriptions are billed monthly in advance
- Usage-based charges (e.g., additional minutes) are billed in arrears
- Payment is due upon receipt of invoice
- Late payments may incur interest at the prescribed rate
3.3 Free Trial
- 14-day free trial available for new customers
- No credit card required during trial
- Trial converts to paid subscription unless cancelled
- One trial per customer/business
3.4 Refunds
- 30-day money-back guarantee for new subscriptions
- Hardware purchases: refundable within 14 days if unused and in original condition
- Monthly subscription fees are non-refundable after the money-back period
- Setup fees are non-refundable
4. Service Level and Uptime
4.1 Uptime Guarantee
We guarantee 99.9% uptime for our core services, calculated monthly. Scheduled maintenance is excluded.
4.2 Service Credits
If we fail to meet the uptime guarantee, you may be eligible for service credits:
- 99.0% - 99.8% uptime: 10% credit
- 95.0% - 98.9% uptime: 25% credit
- Below 95% uptime: 50% credit
Credits must be claimed within 30 days of the incident.
4.3 Exclusions
The uptime guarantee does not apply to outages caused by:
- Internet or telecommunications provider failures
- Customer equipment or configuration issues
- Force majeure events
- Scheduled maintenance (with advance notice)
- DDoS attacks or security incidents
5. Acceptable Use Policy
You agree not to use our services for:
- Illegal activities or fraudulent purposes
- Spam, unsolicited marketing, or robocalls
- Harassment, threats, or abusive content
- Violating intellectual property rights
- Distributing malware or viruses
- Attempting to breach security or access controls
- Excessive use that degrades service for others
- Reselling services without authorization
We reserve the right to suspend or terminate accounts that violate this policy.
6. Call Recording Compliance
If you use call recording features, you are responsible for:
- Complying with South African laws (RICA, POPIA, ECT Act)
- Obtaining consent from all parties before recording
- Providing clear notification that calls are being recorded
- Storing and handling recordings securely
- Deleting recordings when no longer needed
We provide tools to assist with compliance but you remain solely responsible for legal compliance.
7. Hardware (If Applicable)
7.1 Ownership
- Purchase Option: Hardware ownership transfers to you upon full payment
- Rental Option: Hardware remains our property; ownership transfers after 12 consecutive months of service
7.2 Maintenance and Replacement
- We provide free hardware replacement for defects or failures
- Replacement typically shipped within 24 hours
- You must return faulty hardware within 30 days
- Damage due to misuse, negligence, or accidents is not covered
7.3 Return on Cancellation
- Rental hardware must be returned within 30 days of cancellation
- Failure to return may result in charges equal to hardware replacement cost
- We provide prepaid shipping labels
8. Data and Privacy
Our collection and use of your data is governed by our Privacy Policy. By using our services, you consent to our data practices as described in the Privacy Policy.
9. Intellectual Property
- We retain all rights to our software, systems, and trademarks
- You retain ownership of your business data and call content
- You grant us a limited license to use your data to provide services
- Custom scripts or configurations remain your property
10. Limitation of Liability
To the maximum extent permitted by South African law:
- Our total liability shall not exceed fees paid by you in the 12 months prior to the claim
- We are not liable for indirect, incidental, or consequential damages
- We are not liable for loss of profits, data, or business opportunities
- We are not responsible for third-party services or telecommunications providers
11. Warranties and Disclaimers
We provide services "as is" with no warranties beyond those required by law. We do not warrant that:
- Services will be uninterrupted or error-free
- All calls will be answered or recorded successfully
- AI transcriptions will be 100% accurate
- Services will meet your specific requirements
12. Indemnification
You agree to indemnify and hold us harmless from claims arising from:
- Your use of our services
- Your violation of these Terms
- Your violation of any laws or third-party rights
- Your call recording practices
13. Term and Termination
13.1 Term
These Terms remain in effect while you use our services.
13.2 Cancellation by You
- You may cancel at any time with 30 days' written notice
- Cancellation takes effect at the end of your current billing period
- You remain responsible for all charges incurred before cancellation
- No refunds for partial months
13.3 Termination by Us
We may suspend or terminate your account if:
- You breach these Terms
- Payment is more than 30 days overdue
- You violate our Acceptable Use Policy
- We are required to do so by law
13.4 Effect of Termination
- You lose access to services and data
- We may delete your data after 30 days (backup available upon request)
- You must return rented hardware
- All outstanding fees become immediately due
14. Modifications to Terms
We may update these Terms at any time. We will notify you of material changes by:
- Email notification
- Posting on our website
- In-app notification
Continued use of services after changes constitutes acceptance of new Terms.
15. Governing Law and Dispute Resolution
15.1 Governing Law
These Terms are governed by the laws of South Africa.
15.2 Dispute Resolution
- Contact us first to resolve disputes informally
- If unresolved, disputes will be settled by arbitration in South Africa
- Arbitration will be conducted in English
- Either party may seek injunctive relief in court if necessary
16. General Provisions
- Entire Agreement: These Terms constitute the entire agreement between you and AutoAnswer
- Severability: If any provision is found invalid, the rest remain in effect
- No Waiver: Failure to enforce a right does not waive that right
- Assignment: You may not assign these Terms without our written consent
- Force Majeure: Neither party is liable for delays due to circumstances beyond their control
17. Contact Information
For questions about these Terms, contact us: