Client Terms of Service

About these terms

Who we are

"We", "us" and "our" means Viraj Uyana Hewage, a sole trader trading as Switched On AI, ABN 48 372 445 638, of Morayfield QLD 4506. Our street address is on your order form. You can reach us by email at viri@switchedonai.com.au, on mobile 0451 630 068, by text to our business number 0485 049 399, or through switchedonai.com.au.

"You" and "your" means the business named as the client in your order form.

What makes up our agreement

• The order form you sign (the standard order form, or the cooling-off order form described in "Cooling-off rights").
• These terms, including the schedule for each service you order. A schedule only applies if you order that service.
• Any proposal or quote you accepted, if your order form refers to it.

If you order more services later, each new order form joins the same agreement. If two documents say different things, the one higher in this list wins:

1. your order form;
2. the schedules;
3. these general terms;
4. any proposal or quote.

The short summary of key terms in an order form is there to help you read it. If it leaves something out or puts it more simply, these terms give the full rule.

Which version applies

This is Version 1, dated October 2026, published at switchedonai.com.au/terms. The version linked in your order form applies to you, as later changed under "Changes to these terms". We keep every version and will send you yours on request.

How we agree

The agreement starts when you sign your order form electronically (for example, in GoHighLevel), click to accept it, or pay the deposit or first invoice after receiving the order form and these terms. A cooling-off order form must also be signed and dated on the front page by both you and us.

Electronic signing is valid under the Electronic Transactions (Queensland) Act 2001. You agree we can give you the agreement, invoices and notices by email or text to the contact details in your order form.

A quote or proposal is valid for the period written on it. Prices are fixed once you sign the order form. We start work once the agreement is made and your deposit is paid (and, if "Cooling-off rights" applies, once the cooling-off period has ended).

Any demo we sent before you ordered was a preview of the idea. Your real website and services are built from your own details and approvals, so they may look and work a little differently. If anything we showed or told you matters to you and isn't in your order form, ask us to add it before you sign.

Cooling-off rights

When they apply

If we contacted you first (we phoned, texted, emailed or visited you before you had contacted us), you get the cooling-off order form and the rights in this section. The law calls many of these deals "unsolicited consumer agreements". We give these rights whenever we made the first contact, even where the law may not strictly require it, and you keep them even if we gave you the wrong order form by mistake.

If you contacted us first (through our website, a referral, or by ringing us without any earlier contact from us), you get the standard order form and this section doesn't apply.

Your right to cancel

The front page of your cooling-off order form says: "You have a right to cancel this agreement within 10 business days from and including the day after you signed or received this agreement."

You don't need a reason, and cancelling costs nothing. If we haven't followed the rules for these agreements, the law may give you longer (up to 3 or 6 months). If we agreed the deal by phone, we'll give you the agreement within 5 business days of that call, with our full details, the total price and a cancellation form.

During the cooling-off period we won't send any invoice, take or ask for any payment, or start work on your order. The demo can stay up. On business day 11 we send the deposit invoice, and we start work once it's paid.

How to cancel

• Send the cancellation form attached to your order form by email to viri@switchedonai.com.au, by text (a photo is fine) to 0485 049 399, or by post to the street address on your order form.
• Or simply email, text or ring us (0485 049 399 or 0451 630 068) and say you want to cancel. If you ring, it's best to follow up in writing so you have a record.

It counts as long as you send or give it within the cooling-off period. The agreement and any related agreement then end, you owe nothing, we refund anything you've paid straight away, we take the demo down within 24 hours, and we confirm in writing within 2 business days.

What we'll do

• Provide the services in your order form, as described in the schedules, with due care and skill and within a reasonable time.
• Build from the information you give us, and check things with you before they go live.
• Keep you updated, and tell you if something will be late or anything affects your services.
• Keep your information and your customers' information safe (see "Looking after information" and "Schedule E: Your customers' data").

If someone helps us, we stay responsible for their work, they must keep your information confidential, and we make sure we can pass on the rights in "Ownership of your website".

We don't promise a particular Google ranking, a number of calls, leads, jobs or reviews, that an AI agent will never make a mistake, or that any platform will always be online. This describes the services. It doesn't take away "Your rights under the Australian Consumer Law".

What you'll do

• Give us accurate information and content (business details, logo, photos, prices, hours, service areas and policies) and reply to our questions and previews within a reasonable time.
• Tell us straight away when something your website or AI agent relies on changes, like prices, hours or services.
• Check what we send you, and tell us if something is wrong.
• Name one main contact who can approve work, keep your logins private, and keep your own copies of your content.
• Use the services lawfully and follow the rules in the schedules.
• Pay our invoices on time.

You confirm that anything you give us to use (logo, photos, text, reviews, prices) is yours or you have permission to use it that way. You're responsible for the accuracy of your own information and the claims you make about your business. If something you gave us turns out to be a problem, we'll help swap it out.

Your website needs a privacy policy that matches how you collect information. Any starter pages from our Client Website Starter Pack are a general starting point, not legal advice, so please check they fit your business.

Paying us

Prices and invoices

Prices are in Australian dollars, as set out in your order form, with no GST (see "GST"). Invoices are due within 7 days of the invoice date and show our name (Viraj Uyana Hewage trading as Switched On AI) and ABN. You can pay by bank transfer or PayID using the details on the invoice, or by card through the secure payment link. Card payments are processed by Stripe, and we never see your full card number. We don't charge card fees or surcharges.

One-off work

For one-off work (website builds, setup fees and add-ons) you pay a 50% deposit before we start and the other 50% when the work goes live, unless your order form says otherwise. "Schedule A: Websites" explains when a website counts as accepted.

Monthly plans and card authority

Monthly fees for a service start on the day that service goes live (for the Looked after plan, the day your website goes live, or the day you join if that's later). Your order form shows the expected start date. After that, each monthly service is billed in advance on the same date each month.

Extra AI receptionist minutes are charged at the overage rate on a separate invoice after the end of the month. Any other usage charges in your order form are invoiced the same way.

If you choose to pay by saved card, you authorise us to charge that card each month, in advance, for the monthly fees in your order form and anything extra you've agreed to in writing, and, as a separate charge after the end of each month, for any extra minutes or other usage charges at the rates in your order form. Amounts only change after 30 days' written notice under "Changes to prices". You get a receipt for every charge, and we tell you if one fails. You can end this authority any time by cancelling the plan or switching to bank transfer. We keep a record of your authority.

Disputes and late payment

If you think an invoice is wrong, tell us and pay any part you agree with. We won't pause a service over an amount you've disputed in good faith while we sort it out.

We don't charge late fees or interest. If an invoice still isn't paid after our reminders, you may also need to pay reasonable costs we actually incur to recover it, such as QCAT filing fees.

We only pause a service for non-payment when its invoice is more than 14 days overdue and we've given you at least 7 days' written notice and it's still unpaid at the end of that notice. If we pause a service:

• we only pause the services that invoice is for, and nothing is deleted;
• we don't send new monthly invoices for a paused service;
• your domain name is never affected; and
• we switch the service back on within 1 business day after your payment reaches us.

If an invoice stays unpaid, we can also end the agreement under "If we need to stop".

GST

Our prices don't include GST because Switched On AI is not registered for GST. Our invoices are titled "Invoice" and say: "No GST has been charged. Switched On AI is not registered for GST."

If we register for GST later, we won't add GST to one-off prices in an order form you've already signed. Before adding GST to ongoing fees (like monthly plans and yearly hosting), we'll give you at least 30 days' written notice, and you can cancel any affected service before then with no fee or penalty.

Changes to prices

Setup fees and other one-off prices are fixed once you sign the order form.

We may change ongoing fees, like monthly plans, yearly hosting, the overage rate for extra minutes and any message or usage rates. Some depend on what platforms charge us for calls, texts and AI usage. If we change one:

• we give you at least 30 days' written notice of the new price, when it starts and why;
• it only applies from your first billing period after the notice ends; and
• you can cancel the affected service before then with no fee or penalty, and keep it until the end of the period you've paid for at the old price.

Changes and extra work

What's included is set out in your order form and the schedules. For anything else, ask by email, text or our Change Request Form. We'll tell you the price first and only start once you agree in writing (a reply by email or text is enough).

New prices for these extras only apply to work you ask for after 30 days' written notice, and an agreed price is fixed. Fixing something we built that doesn't work as agreed is never charged as a change.

If a platform or law change forces us to change how a service works, we'll tell you as early as we can. If it makes the service clearly worse, we'll offer a similar option, or you can cancel it with no fee or penalty and get back anything prepaid for the time after it ends.

Ownership of your website

Your content

Anything you give us (logo, photos, text, business information) stays yours. You let us use it to provide the services and as set out in "Showing your site in our portfolio".

What we make for you

By law, we own the copyright in what we create until we transfer it to you in writing. When you've paid the full price for your website (and any add-ons for it), we transfer to you all the copyright we own in the design, text and images we made specially for your site. This section, with your order form signed by us, is our written transfer, and it takes effect automatically on full payment. We'll give you a separate signed confirmation if you ask. Until then you can use the previews and the live site as normal for your business.

Our toolkit

Our toolkit (reusable code, templates, layouts, prompts, AI agent set-ups and automations we use for many clients) stays ours. We give you a free, non-exclusive, ongoing licence to use, copy and change the toolkit parts built into your site, as part of your site. It continues if you move your site or sell your business, but doesn't let you sell or share the toolkit on its own.

Other people's parts and AI-made content

Stock photos, fonts, plugins and platform features (forms, booking, chat, text-back and other automations) aren't ours to give. You can use them under their own licence terms, and platform features only work while the platform subscription is active.

We use AI tools to help write text and make images, and you get whatever rights we have in that content. Australian law isn't settled on copyright in AI-made material, so we can't promise all of it is protected by copyright or unique to you. We don't knowingly copy anyone's work, and if something we made infringes someone's rights, we'll replace it at no cost.

Moral rights

Viri consents to you changing, adapting, adding to or removing any part of your site, and to you using it without naming him. We'll get the same consent from anyone who helps us.

If a project ends early

You get back the content you gave us. If you've paid for the work done (see "If you want to leave"), we also give you the text and images we made for you so far, and this section applies to them as if you'd paid in full.

Your domain name

Your domain (like yourbusiness.com.au) is always registered in your business's name and ABN, with you as the registrant, as the .au rules require. We never hold it in our name.

• We can register or renew it for you, as your agent, in your name and ABN. You pay the registrar's fees, and if we pay them for you, we invoice you the amount we paid.
• We give you your domain logins and transfer (auth) code within 2 business days of you asking, at any time.
• Your order form says who renews it. If we do, we remind you at least 30 days before it's due. A domain that isn't renewed can be lost after a short grace period.
• Your domain is never paused, held back or used as security for money you owe us.

Hosting

We host your website and services on third-party platforms, currently GoHighLevel or Cloudflare (your order form says which). "Schedule B: Hosting and the Looked after plan" sets out what's included and the cost. We look after hosting with reasonable care, fix problems within our control as soon as we reasonably can, use the backups the platform provides, tell you about outages we know of, and keep our platform accounts paid while we host your services.

The platforms are run by other companies and can have outages or change features, so we can't promise 100% uptime. This doesn't affect "Your rights under the Australian Consumer Law". If we move your services to a different platform, we'll tell you at least 30 days before, at no cost to you and without making your services worse.

If our GoHighLevel account ends

GoHighLevel sites and services run inside our account. If it ends, they go offline, phone numbers are released within 14 days and data is deleted after 90 days. So we'll give you at least 30 days' written notice before closing any platform account your services run on, and help you move your services or export your data in that time. If a platform shuts us out without warning, we'll tell you as soon as we can and help you recover what we can.

Monthly plans

Our monthly plans are the Looked after plan, website chat agents, AI receptionists, missed-call text-back and review requests.

• No minimum term. Plans run month to month and are billed in advance (see "Paying us").
• Cancel any time by email, text or our cancellation form. You don't need a reason, and there's no exit fee.
• When it ends. Cancellation takes effect at the end of the month you've already paid for. The service runs until then, and we don't charge you again.
• Confirmation. We confirm in writing within 2 business days, with the date the service ends.

You can cancel one plan and keep the others. AI agents and messaging plans are switched off at the end of the paid month.

If you want to leave

Cancelling one-off work before go-live

You can cancel a website project or other one-off work (like an AI agent setup) at any time before it goes live, by telling us in writing.

• If we haven't started, we refund the whole deposit.
• If we have, we keep only the part of the deposit that covers work already done and refund the rest within 7 days. We work this out in proportion to how much of the job is finished, plus any costs we've paid for your project with your OK, and show you how we got there.
• We never ask you for more than the deposit.

If you cancel because of a major failure under the Australian Consumer Law, or a serious breach by us that we didn't fix (see below), we refund the whole deposit for that project, and you keep your other rights under "Your rights under the Australian Consumer Law".

Ending for a breach

You can end the agreement, or any service under it, by written notice if we've seriously breached these terms and haven't fixed it within 14 days after you told us in writing what the problem is. We have the same right (see "If we need to stop").

What you owe, and taking things with you

You pay only for services provided up to the end date and invoices already due for work done. "Schedule A: Websites" explains how you take your website, and up to 1 hour of moving help is free (more is quoted first). You can ask for an export of your customers' data within 30 days after a service ends (see "Schedule E: Your customers' data").

We never hold back your own content, your domain or your customers' data, even if there's a disagreement about money. The website itself is handed over once it's paid for in full.

If we need to stop

We may stop a service even if you've done nothing wrong (for example, if we stop offering it or close the business). If we do, we give you at least 30 days' written notice, refund any prepaid part of a fee for the time after it ends, and help you move your site, services and data at no charge.

We may end the agreement, or a service under it, by written notice if you've seriously breached these terms (for example, an invoice is still unpaid after the steps in "Paying us") and haven't fixed it within 14 days after we told you in writing what the problem is.

We may pause a feature (like an AI agent or text messages) that's being used in a way that breaks the law, the schedules or a platform's rules. We'll tell you first and give you a chance to fix it, unless it's serious or unlawful or a platform requires us to act straight away, in which case we'll tell you as soon as we can. We only pause what's needed, and switch it back on once it's fixed.

If we end the agreement, "If you want to leave" still applies to what you owe and taking your website and data with you.

Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in these terms excludes, restricts or changes those rights.

Our fix-it promise

On top of those rights, we promise to fix problems with our work for free, as set out below. The law calls a promise like this a "warranty against defects".

Who gives this promise: Viraj Uyana Hewage trading as Switched On AI, ABN 48 372 445 638, at the business street address on your order form. Phone 0451 630 068, text 0485 049 399, email viri@switchedonai.com.au.

How to claim: tell us what's wrong by email to viri@switchedonai.com.au, by text to 0485 049 399, by ringing 0451 630 068, by our Change Request Form, or by post to our business street address, within the time in the table. A screenshot or an example helps. If your site or agent is no longer on our accounts, give us access so we can make the fix.

What we do: we fix it for free as soon as we reasonably can, and tell you when it's done.

Who pays: we pay all the costs of the fix. Making a claim normally costs you nothing more than an email, text or call. If you have any other reasonable cost in making a claim, email us the receipt and we'll pay it back within 7 days.

Your other rights: the benefits this promise gives you are in addition to other rights and remedies you have under a law in relation to the services it covers, including the guarantees described above.

Limit for business services

Our services are for your business and are not of a kind ordinarily acquired for personal, domestic or household use. So, as far as the law allows, if we fail to meet a consumer guarantee, our liability is limited to supplying the services again or paying you the cost of having them supplied again, as we choose. This limit only applies where it's fair and reasonable for us to rely on it.

Limits on liability

This section applies to both of us, and is subject to "Your rights under the Australian Consumer Law".

• Cap. Each party's total liability to the other under or in connection with the agreement is limited to the total fees paid or payable by you under the agreement in the 12 months before the event that led to the claim (or, if the agreement started less than 12 months before that event, the fees payable for its first 12 months).
• Indirect loss. Neither of us is liable to the other for indirect or consequential loss (see "Words we use").
• Exceptions. The cap and the indirect loss exclusion don't apply to fraud, wilful misconduct, death or personal injury, money you owe us for services provided, or anything the law doesn't allow to be limited.
• Shared responsibility. Each party's liability is reduced to the extent the other (or its staff or contractors) caused or contributed to the loss, for example an AI agent quoting an old price you didn't tell us had changed.

Claims from other people

• You cover us for claims by other people to the extent they're caused by content or instructions you gave us, or by you breaking the law, reduced to the extent we caused the claim.
• We cover you for claims by other people that content we created for you infringes their intellectual property, reduced to the extent you caused the claim (for example, by asking us to copy something).

If either of us gets a claim like this, we'll tell the other promptly, work together on it, and not settle it in a way that harms the other without their OK. These promises sit inside the cap.

Looking after information

Our Privacy Policy at switchedonai.com.au/privacy explains how we handle personal information about you and your staff. As a small business we may not be covered by the Privacy Act 1988, but we follow the Australian Privacy Principles as good practice. "Schedule E: Your customers' data" covers your customers' information.

We only ask for the access we need, keep your logins private, and use multi-factor sign-in on our own accounts where available. After handover you can change any passwords you gave us, and we'll remove our access when you ask.

Confidentiality

Each of us will keep the other's confidential information (business information, logins, pricing and non-public customer information) private and only use it for the agreement. This doesn't apply to information that is public (other than through a breach of this promise), that the other party already had or got lawfully elsewhere, or that the law requires to be shared. Either of us can share it with our advisers and insurers, and we can share it with the platforms we use to provide the services, as long as they keep it confidential. This continues after the agreement ends.

Showing your site in our portfolio

Unless you ask us not to, we may show your website (screenshots, a link, your business name and a short description) in our portfolio, on social media and when we talk to other businesses, and put a small "Website by Switched On AI" link in your site's footer. You can ask us to stop either or both at any time, in writing (email or text is fine), and we'll remove them within 7 days. We never show your customers' details, call recordings, chat transcripts or other confidential information.

Sorting out problems

1. Talk first. Either of us can raise a problem in writing, and we'll both try in good faith to sort it out within 10 business days.
2. Mediation. If that doesn't work, either of us can refer it to mediation through the Queensland Small Business Commissioner, which is low cost or free.
3. QCAT or the courts. If mediation doesn't fix it, either of us can go to the Queensland Civil and Administrative Tribunal (QCAT), which hears minor debt and consumer disputes up to $25,000, or to the courts.

Meanwhile we both keep to the agreement, including paying undisputed amounts and keeping services running. This doesn't stop either of us seeking urgent court orders, or you contacting the Office of Fair Trading or the ACCC.

Changes to these terms

• New orders. An updated version applies to order forms signed after the update.
• Running services. We'll give you at least 30 days' written notice of a change, with a summary. If you don't cancel, it applies from the date in the notice.
• If a change is worse for you, you can cancel any affected service before it starts, with no fee or penalty. Until then the old terms apply.
• Law changes. If the law forces a quicker change, we'll give as much notice as we can, with the same right to cancel.
• Agreed work. A change never alters a price or one-off work you've already agreed to.

Other legal bits

• Queensland law. The agreement is governed by Queensland law, and disputes go to Queensland tribunals and courts.
• Notices. Notices must be in writing (email and text count), sent to the contact details in your order form or ours in "About these terms". Tell us if yours change. An email or text is received when sent, unless the sender is told it didn't go through, or the next business day if sent after 5pm or on a day that isn't a business day. A cooling-off cancellation counts on the day you send it.
• Transfers. We can only transfer the agreement to someone who buys our business and agrees to keep to these terms, after at least 30 days' notice, and you can cancel with no fee or penalty before then. You can transfer it to someone who buys your business, with our written OK, which we won't refuse unreasonably.
• Events outside anyone's control. Neither of us is responsible for a delay or failure caused by something outside our reasonable control, like a natural disaster or a widespread power, internet or platform failure. If it stops a service for more than 30 days in a row, either of us can end that service by written notice, and we'll refund anything prepaid for the time it couldn't be provided. This doesn't affect "Your rights under the Australian Consumer Law".
• Independent business. We're not your employee or partner, and only act as your agent where these terms say so. We can work for other businesses, including in your trade.
• Invalid parts. If part of these terms is found invalid or unfair, that part is removed or read down and the rest still applies. Not enforcing a right straight away doesn't mean giving it up.
• After the end. Terms meant to continue after the agreement ends do, including "Ownership of your website", "Limits on liability", "Confidentiality", "Sorting out problems" and "Schedule E: Your customers' data".

Words we use

• AI agent: a website chat agent or an AI receptionist.
• Business day: a day other than a Saturday, Sunday or public holiday in Queensland.
• Cooling-off order form: the order form we use when we contacted you first (see "Cooling-off rights").
• Go-live: the day a website or service is first available for your customers to use. For a website, when it's published at its live address on your domain.
• Indirect or consequential loss: loss that doesn't arise naturally from a breach in the usual course of things and, to the extent the law allows, lost profits, revenue, jobs, opportunities or goodwill.
• In writing: includes email and text message.
• Month: for monthly plans, included minutes and usage charges, each monthly billing period, starting on that service's billing date.
• Platform: a third-party system we use to provide the services, such as GoHighLevel, Cloudflare, Stripe and AI providers.
• Round of changes: one list of changes you send together, in one message or one Change Request Form, during a website build.
• Small change: a quick update to content already on your site that doesn't need new design, new features or a new page (see "Schedule B: Hosting and the Looked after plan").
• Your customers' data: personal information about your customers and enquirers that our services collect or hold for you.

Schedule A: Websites

What's included

Our website costs $500 ($250 deposit and $250 at go-live) and includes:

• a website with the pages you ask for at the start, built from your real business details, or a rebuild of everything on your existing website (your order form says which);
• connecting it to your domain;
• 12 months of hosting from go-live (see "Schedule B: Hosting and the Looked after plan");
• two rounds of changes during the build; and
• 30 days of free small fixes after go-live.

Unless your order form includes them, it doesn't include pages added after the site is built, a logo, Google Business Profile work, online booking, an online shop, domain registration fees or monthly services (see "Changes and extra work").

How we build it

1. Start. Once your deposit is paid (and any cooling-off period has ended), we send our New Client Details Checklist, and you send your details, content and domain access.
2. First preview. We build the site, send a preview link, and give you an expected go-live date once we have everything we need.
3. Two rounds of changes. You send a list of changes, we make them and send an updated preview, and you can send a second list.
4. Final preview. We send the final preview for your approval.
5. Go-live. We connect your domain, put the site live, send the balance invoice and give you a handover with your logins and how to ask for changes.

If you ordered after seeing a demo, the demo can stay up as a private preview until your real site is live.

Rounds of changes

A round is one list of changes sent together in one message or one Change Request Form. It can cover wording, photos, colours, layout and the order of sections on the agreed pages. New pages, new features or a new design direction aren't part of a round and are quoted first. Fixing our own mistakes never uses up a round. Unused rounds end at go-live.

When your site is accepted

Your website is accepted when it goes live, or 10 business days after we send the final preview if you haven't asked for changes or told us something is wrong, whichever comes first. We'll remind you before the 10 business days are up. If it's accepted but can't go live because we're waiting on you (like domain access), we send the balance invoice then and put it live as soon as we can. Acceptance doesn't affect the free fixes or "Your rights under the Australian Consumer Law".

If we don't hear from you

If we're waiting on you for content, feedback or approval and haven't heard back for 10 business days, we may pause your project and tell you in writing. There's no fee, and you can restart just by getting back to us. If we still haven't heard from you 30 days after we wrote to say it's paused, we can close the project and invoice only for the work done (worked out as in "If you want to leave"), never more than the unpaid balance of the price. Your deposit counts towards the work done, and once that invoice is paid you get the work so far. Restarting a closed project may cost extra, which we'll agree with you first.

After go-live

• First 30 days: small fixes and small changes are free.
• After 30 days: $50 a small change, unless you're on the Looked after plan. Bigger work is quoted first.
• Our mistakes: if something we built doesn't work as agreed, we fix it free, with no time limit.

The details of these free fixes, including how to claim, are in "Our fix-it promise" under "Your rights under the Australian Consumer Law".

How your site is built and what leaving looks like

Your order form says whether your site is built in GoHighLevel or built in code (hosted on Cloudflare).

You can take your site once the website price is paid in full. Your own content and your domain are yours at any time.

Schedule B: Hosting and the Looked after plan

Hosting

• Included: 12 months of hosting from go-live.
• After that: $99 a year, paid yearly in advance, or free while you're on the Looked after plan. You can choose to move your site instead.
• Reminder: at least 30 days before each hosting year ends (including the included first year), we remind you of the price, the date and your choices: keep hosting, join the Looked after plan, or move your site.
• Year to year: unless you tell us otherwise before the renewal date, hosting continues for another year and we invoice you $99, due within 7 days.
• Stopping: tell us any time by email, text or our cancellation form, and we confirm in writing within 2 business days. If you stop part way through a paid year, we don't refund the rest of that year, unless we stop hosting without you being at fault (see "If we need to stop"). This doesn't affect "Your rights under the Australian Consumer Law".

Hosting covers keeping your site running and connected to your domain, as described in "Hosting". It doesn't include changes to your site.

The Looked after plan

This optional plan costs $49.99 a month, billed monthly in advance, with no minimum term (see "Monthly plans"). Hosting is included, and your site stays yours whether or not you're on the plan. We make small changes for you, such as updating prices, hours and services, adding or swapping photos, seasonal updates (like holiday hours or a special notice), and fixing anything that isn't working. Bigger work, like a new page, a redesign or new features, isn't included in the plan. We quote it first and only go ahead once you agree.

What counts as a small change

A quick update to content already on your site, like changing text, prices or hours, swapping a photo, fixing a link or adding a short notice. It doesn't need new design, new features or a new page. If you're paying $50 a change and a request looks like more than one change, we'll tell you before we start.

Fair use

The plan covers the normal upkeep a small local business needs. A full redesign, an online shop, new features (like booking or chat) or new pages every week aren't part of it. If your requests go well beyond normal upkeep, we'll talk to you and quote the extra first, and never charge it without your written OK.

If you end the plan

Within 12 months after go-live, your included hosting carries on until the 12 months are up. After that, hosting moves to $99 a year from the day after your last paid month, unless you tell us you'd rather move your site. We'll confirm this when we confirm your cancellation.

Schedule C: AI chat agents and AI receptionists

AI agents run on GoHighLevel using AI models from third-party providers. Your live agent is built in GoHighLevel unless your order form says otherwise, even if your demo used another tool. AI can misunderstand people and sometimes gives wrong or incomplete answers. It's a helper for your business, not a replacement for you checking things.

Set-up and your approval

• We build your agent from your services, prices, hours, service areas and policies.
• Before go-live you approve in writing what it knows, your prices, the greeting, and how it handles bookings and urgent calls, using our AI Receptionist and Chat Agent Setup and Sign-off form. We test it with you, and it doesn't go live until you approve.
• You must tell us when anything it relies on changes. We update it within 2 business days of getting the new details.
• Unless you approve otherwise in writing, it gives prices as estimates or "from" prices that you'll confirm, only offers times your connected calendar shows as free (or takes a request for you to confirm), and doesn't offer discounts, refunds, warranties or guarantees that aren't in your approved information.

Telling people it's AI

Every chat and call starts by saying the person is talking to your business's AI assistant, and your AI receptionist tells callers that calls are recorded. Chats are saved. If asked, it says it's not a real person. These settings stay on, and we won't make your agent pretend to be a person.

Emergencies and advice

An AI agent is not an emergency service and isn't watched live. If someone mentions an emergency, like a gas smell, a fire, an injury or someone in danger, it says "If this is an emergency, please hang up and call triple zero (000)", then transfers the call to you or sends you an urgent alert, as set in your sign-off. You must give us a number for transfers or alerts, and keep voicemail or call forwarding as a backup in case a platform or network goes down.

It won't give safety, medical, legal or financial advice, or diagnose faults (like "is it safe to drive?"). It takes the person's details and says someone from your business will get back to them.

Checking conversations

Please check your conversation logs and call transcripts regularly (we suggest weekly) and tell us about any wrong answers. We fix errors promptly at no cost (see "Our fix-it promise" under "Your rights under the Australian Consumer Law").

Who's responsible for what it says

Your agent speaks for your business, and under Australian law what it says is generally treated as said by your business. So you're responsible to your customers for what it says, except where we didn't set it up the way you approved. Then we fix it at no cost, help you sort it out with the customer, and "Limits on liability" applies between us.

Minutes and usage

• The AI receptionist includes 300 minutes of calls in each monthly billing period, counted from the platform's call records. Unused minutes don't carry over.
• Extra minutes are charged at the overage rate in your order form, on a separate invoice after the end of the month.
• We tell you when you've used 80% of your included minutes in a month.
• You can ask for a monthly cap at any time. Once it's reached, calls go to your voicemail or missed-call text-back (your choice) until the next month, and you aren't charged for minutes over the cap.
• A chat agent's monthly fee covers normal use on a small business website. If usage is far above normal (for example, from spam), we'll talk to you before anything changes.
• We never charge usage costs that aren't in your order form. Platform costs passed on to you (calls, texts and AI usage) can only go up under "Changes to prices".

Phone numbers

A number you owned and moved to us stays yours, and we'll help you move it back. A new number we set up comes from the platform. It moves with your account if you move to your own GoHighLevel account (where the platform allows), and is otherwise released when the service ends.

Things the services can't be used for

You must not use our services, or ask us to set them up, to:

• do anything illegal, misleading or deceptive;
• impersonate someone, make an agent pretend to be a person, or copy a real person's voice without their written consent;
• send spam or contact people who haven't agreed to hear from you;
• make outbound sales calls (not included unless your order form says so);
• collect card or ID numbers, or collect health or other sensitive information without the person's consent;
• post, buy or ask for fake reviews; or
• break the rules of the platforms we use.

If this happens, we can pause the affected feature under "If we need to stop".

Platform terms

The terms and usage rules of GoHighLevel (HighLevel and LeadConnector) and the AI providers it uses, such as OpenAI, also apply to how the services are used. If a platform changes or removes a feature you pay for, see "Changes and extra work". When an AI agent is cancelled, it runs until the end of the paid month and then we switch it off.

Schedule D: Text messages, review requests and booking

These services message your customers in your business's name, so they must follow the Spam Act 2003 and the Australian Consumer Law rules on reviews.

Consent

You confirm that the people you give us or add to the system are real customers or enquirers, and that you have their consent, or another lawful basis, to send them these messages. Keep a record of consent. A simple way is to ask at booking, for example: "We'll text you a link to leave a review after the job, is that OK?"

Rules for every message

• Every message says it's from your business.
• Every marketing-type message, including review requests, includes an opt-out such as "Reply STOP to opt out". We add it to missed-call texts too.
• Opt-outs are honoured within 5 working days. GoHighLevel does this automatically when someone replies STOP. Don't add people back after they opt out, and tell us about any opt-out you get another way.
• Missed-call texts and booking reminders stay factual (who you are, how to get in touch, the booking details), with no promotions, specials or links to offers.

Review requests

The ACCC takes review rules seriously. Meriton was ordered to pay $3 million for filtering who got review requests, and HealthEngine $2.9 million in a case that included hiding and editing negative reviews. So:

• we send the same request, the same way, to every customer whose job is marked complete, unless they've opted out;
• we don't filter out customers who might be unhappy, or use a "rate us first" step that sends happy customers to Google and unhappy ones elsewhere (review gating);
• you must not offer discounts, gifts, prizes or anything else for a review;
• messages ask for an honest review, never for 5 stars or particular words;
• we never write or edit reviews, and you must not write your own or ask staff, family or friends to; and
• you must not hide or remove genuine negative reviews, though you can reply to them and report fake ones.

We won't set up a review request that breaks these rules, and we can pause one under "If we need to stop".

Booking

Bookings go into the calendar you connect. You keep your calendar and available times up to date, check new bookings, and contact customers about any that don't suit.

Message costs

Your order form says whether text and email sending costs are included in your monthly price or charged at a set rate. We never charge message costs that aren't in your order form, and any rate can only go up under "Changes to prices". Bulk marketing campaigns aren't included unless your order form says so.

Schedule E: Your customers' data

This schedule covers information about your customers that our services collect or hold, such as names, numbers, emails, messages, chat logs, call recordings, transcripts, bookings and contact lists.

Who's in charge

• You control your customers' data. You decide what's collected and why, and you're responsible to your customers for it.
• We act as your service provider, only on your instructions (these terms, your order form and anything else you tell us in writing). If we think an instruction is unlawful, we'll tell you and won't follow it.
• We only use the data to provide, support and fix your services. We don't sell it, use it for our own marketing, or train our own AI on it, and we switch on providers' AI training opt-outs where they offer them.

Who else handles it

Your customers' data is stored overseas, mainly in the United States, may be accessed from India for platform support, and some providers may process it in other countries. Your privacy policy needs to say this. We'll tell you at least 14 days before we add or change a main provider that handles this data (or as soon as we can if a platform changes without telling us first), and if you object you can cancel the affected service with no fee or penalty.

Security

We use multi-factor sign-in where available, don't share logins, and give your staff their own logins with only the access they need. We only download recordings or exports when needed and delete our copies when done. We never share recordings or transcripts outside your business, except with our providers to run the services or where the law requires, and never use them in our marketing.

Breaches and requests

If we become aware of a data breach affecting your customers' data, we tell you within 72 hours with what we know (what happened, what information and how many people are affected, and what we're doing) and help you decide what to do. If you're covered by the Privacy Act 1988, you decide whether to notify the Office of the Australian Information Commissioner and your customers, and we'll help.

If a customer asks us to see, correct or delete their information, or complains, we pass it to you within 5 business days and help you respond.

When a service ends

• If you ask within 30 days after a service ends, we give you an export of your customers' data (such as contacts, conversation history, call transcripts and bookings) in a common file format where the platform allows, within 10 business days of your request.
• While a service is running, call recordings and transcripts are kept for 90 days (or the period you choose in your AI sign-off), then deleted. Other customer data is kept while the service runs.
• Within 90 days after the service ends, we delete the data from our accounts, or close your sub-account and ask the platform to delete it, unless you've asked us to move it to your own account or the law requires us to keep it.

Your responsibilities

• Have a privacy policy on your website covering AI answering, call recording and transcripts, text messages and overseas storage (our Client Website Starter Pack has a template), and get consent for marketing and review messages.
• Have a person at your business check bookings, quotes and AI conversations and make the final decisions (see "Schedule C: AI chat agents and AI receptionists").
• Tell us promptly about complaints, suspected misuse or anything that looks like a breach.

Are you covered by the Privacy Act?

Most businesses with annual turnover of $3 million or less aren't covered by the Privacy Act 1988, but some are covered whatever their size, including health service providers, businesses that trade in personal information, businesses related to a larger covered company and, from 1 July 2026, reporting entities under anti-money laundering and counter-terrorism financing laws (such as real estate agents, accountants and lawyers). You must tell us, before we start or at any time after, if you're covered. If you are, we'll work with you on the extra steps your obligations need.

Switched On AI's turnover is well under $3 million, so we're likely not covered by the Privacy Act, and we haven't opted in. We follow the Australian Privacy Principles as good practice. Since 10 June 2025, people can sue any business, whatever its size, for a serious invasion of privacy, so we both need to treat your customers' information with care.