Terms of Service

Last updated: 14 March 2026

Effective date: 7 April 2026

1. Introduction

These Terms of Service ("Terms") govern your access to and use of the AliceHQ platform and related services ("Service") provided by AliceHQ.AI Limited, a company incorporated in New Zealand (NZBN 94-29053397188) ("AliceHQ", "we", "us", "our").

By accessing or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.

2. Definitions

• "Account" means your registered account on the AliceHQ platform.
• "Customer", "you", "your" means the individual or entity that has agreed to these Terms.
• "Customer Data" means all data, content, and information submitted by you or your end users to the Service.
• "End User" means any person who interacts with the Service through your configured channels (voice, SMS, web chat, etc.).
• "Platform" means the AliceHQ conversational execution engine, including the web application, APIs, integrations, and associated infrastructure.
• "Subscription" means your selected pricing plan and associated feature entitlements.

3. Service Description

AliceHQ provides an AI-powered conversational execution engine that:

• Receives and processes conversations across multiple channels (voice, SMS, web chat, social messaging)
• Executes actions in connected business systems (calendars, CRMs, payment systems) on your behalf
• Generates receipts (audit logs) of completed actions
• Provides a management dashboard for configuration, monitoring, and reporting

Free audit period: During the free 30-day call audit, Alice operates in listen-only mode — she answers calls and logs data but does not execute bookings or system actions. Full action execution is available on paid plans as integrations are configured.

The Service uses third-party AI language models to process conversations. Outputs are generated by AI and may not always be accurate. You are responsible for reviewing and verifying actions taken by the Service on your behalf.

4. Account Registration and Security

4.1. You must provide accurate and complete information when creating an Account.

4.2. You are responsible for maintaining the confidentiality of your Account credentials and for all activities that occur under your Account.

4.3. You must notify us immediately of any unauthorised access to your Account.

4.4. You must be at least 18 years old to create an Account.

5. Subscriptions and Payment

5.1. Plans: The Service is offered on a subscription basis. Current plans and pricing are confirmed during the subscription signup process.

5.2. Billing: Subscriptions are billed monthly in advance via Stripe. All prices are in New Zealand Dollars (NZD) and are exclusive of GST unless stated otherwise.

5.3. GST: AliceHQ.AI Limited is registered for GST (IRD number: 147-809-476). GST at the prevailing rate (currently 15%) will be added to all invoices for New Zealand customers.

5.4. Usage Limits: Each plan includes usage limits (conversations, minutes, integrations). If you approach your limits, we will notify you and offer an upgrade to a higher tier. We do not charge overage fees without prior agreement.

5.5. Payment Failure: If payment fails, we will attempt to collect payment for up to 14 days. If payment is not received within 14 days, your account may be suspended. Data will be retained for 30 days after suspension before deletion.

5.6. Refunds: We do not offer refunds for partial months of service, except where required by the Consumer Guarantees Act 1993 or other applicable law. If you cancel, you retain access until the end of your current billing period.

6. Acceptable Use

6.1. You agree not to use the Service to:

• (a) Violate any applicable law or regulation, including the New Zealand Fair Trading Act 1986, Unsolicited Electronic Messages Act 2007, and Telecommunications Information Privacy Code
• (b) Send spam, unsolicited communications, or make robocalls without proper consent
• (c) Process sensitive personal information (health records, financial account numbers, government identifiers) unless your plan specifically permits it and appropriate safeguards are in place
• (d) Impersonate any person or entity, or misrepresent your affiliation
• (e) Interfere with or disrupt the Service or servers
• (f) Attempt to gain unauthorised access to the Service or related systems
• (g) Use the Service for any purpose that is harmful, fraudulent, or deceptive
• (h) Violate any person's privacy rights under the New Zealand Privacy Act 2020

6.2. You are responsible for ensuring that your use of the Service, including any AI-generated communications sent on your behalf, complies with all applicable laws and industry regulations.

6.3. The Service is AI-powered. Alice identifies herself as an AI assistant at the start of each interaction. You must ensure any additional disclosure required by applicable law for your specific industry is provided to End Users.

7. Customer Data

7.1. Ownership: You retain all rights to your Customer Data. These Terms do not grant us any ownership rights in your Customer Data.

7.2. Licence: You grant us a limited licence to use, process, and store your Customer Data solely as necessary to provide the Service to you.

7.3. Processing: We process Customer Data in accordance with our Privacy Policy and, where applicable, any Data Processing Agreement between us.

7.4. Data Location: Customer Data is processed and stored on Google Cloud Platform infrastructure. Primary processing occurs in the United States (us-central1 region). See our Privacy Policy for details on cross-border data transfers.

7.5. Backup and Recovery: We maintain regular backups of Customer Data. However, you are responsible for maintaining your own backups of critical data.

7.6. Data Export: You may export your Customer Data at any time through the platform's export functionality. Upon termination, you will have 30 days to export your data before deletion.

8. Intellectual Property

8.1. Our IP: The Service, including all software, algorithms, designs, documentation, and branding, is owned by AliceHQ.AI Limited and is protected by New Zealand and international intellectual property laws.

8.2. Your IP: You retain all intellectual property rights in your Customer Data, business processes, and configurations.

8.3. Feedback: If you provide feedback or suggestions about the Service, we may use that feedback without obligation to you.

8.4. Restrictions: You may not: (a) copy, modify, or create derivative works of the Service; (b) reverse engineer, decompile, or disassemble the Service; (c) sublicense, sell, or distribute the Service; (d) remove any proprietary notices from the Service.

9. Third-Party Services

9.1. The Service integrates with third-party services (e.g., Google Calendar, Twilio, Stripe, CRM systems). Your use of these integrations is subject to the respective third-party terms.

9.2. We use third-party service providers to operate the Service, as detailed in our Privacy Policy. Key providers include OpenAI and Anthropic (AI conversation processing), Deepgram (speech-to-text), ElevenLabs (text-to-speech), Twilio (telephony), ClickSend (SMS), and Stripe (payments). Your use of the Service constitutes acceptance of this processing arrangement.

9.3. We are not responsible for the availability, accuracy, or performance of third-party services.

10. Service Levels and Support

10.1. We aim to maintain 99.5% uptime for the Service, measured monthly, excluding scheduled maintenance.

10.2. Support is available via email at support@alicehq.ai during New Zealand business hours (Monday-Friday, 9am-5pm NZST), unless your plan includes extended support.

10.3. We reserve the right to perform scheduled maintenance with reasonable advance notice.

11. Limitation of Liability

11.1. To the maximum extent permitted by New Zealand law (including the Consumer Guarantees Act 1993 where applicable):

(a) Our total aggregate liability to you for all claims arising out of or relating to these Terms or the Service shall not exceed the total fees paid by you to us in the 12 months preceding the claim.

(b) We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, or business opportunities.

11.2. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under New Zealand law, including liability under the Consumer Guarantees Act 1993 (where it applies).

11.3. AI Disclaimer: The Service uses artificial intelligence to generate responses and execute actions. AI outputs may contain errors. You acknowledge that: (a) AI-generated communications may not always be accurate or appropriate; (b) you are responsible for reviewing and configuring the Service's behaviour; (c) we do not guarantee that AI actions will achieve any particular outcome.

11.4. Consumer Guarantees Act: If you are acquiring the Service for business purposes, you agree that the Consumer Guarantees Act 1993 does not apply to this agreement, to the fullest extent permitted by section 43(2) of that Act.

12. Indemnification

You agree to indemnify and hold harmless AliceHQ.AI Limited, its directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from: (a) your use of the Service; (b) your breach of these Terms; (c) your violation of any law or third-party rights; (d) any Customer Data you submit to the Service.

13. Term and Termination

13.1. Term: These Terms are effective from the date you first access the Service and continue until terminated.

13.2. Cancellation by You: You may cancel your Subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period.

13.3. Termination by Us: We may suspend or terminate your access to the Service if: (a) you breach these Terms; (b) your payment is overdue by more than 14 days; (c) we are required to do so by law; (d) we cease providing the Service (with 90 days' notice).

13.4. Effect of Termination: Upon termination: (a) your right to access the Service ceases; (b) you have 30 days to export your data; (c) after 30 days, we will delete your Customer Data; (d) any outstanding fees become immediately due.

13.5. Survival: Sections 7 (Customer Data — ownership provisions), 8 (Intellectual Property), 11 (Limitation of Liability), 12 (Indemnification), and 15 (Governing Law) survive termination.

14. Changes to Terms

14.1. We may update these Terms from time to time. We will provide at least 30 days' notice of material changes via email or through the Service.

14.2. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

14.3. If you do not agree to the updated Terms, you may cancel your Subscription before the changes take effect.

15. Governing Law and Disputes

15.1. These Terms are governed by the laws of New Zealand.

15.2. Any disputes arising from these Terms shall first be attempted to be resolved through good-faith negotiation.

15.3. If negotiation fails, disputes shall be submitted to mediation under the AMINZ Mediation Protocol.

15.4. If mediation fails, disputes shall be resolved by the courts of New Zealand, and you submit to the non-exclusive jurisdiction of those courts.

16. General

16.1. Entire Agreement: These Terms, together with the Privacy Policy and any applicable Data Processing Agreement, constitute the entire agreement between you and AliceHQ.AI Limited.

16.2. Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in effect.

16.3. No Waiver: Failure to enforce any provision of these Terms does not constitute a waiver of that provision.

16.4. Assignment: You may not assign your rights under these Terms without our prior written consent. We may assign our rights to a successor entity.

16.5. Force Majeure: We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control.

17. Free 30-Day Call Audit Programme

17.1. What it is: The free call audit is a 30-day trial of the AliceHQ AI-powered call answering service, provided at no charge to eligible New Zealand trades businesses ("Audit Programme").

17.2. What Alice does during the audit: Alice answers missed calls, greets callers, collects their name and job request, and classifies the enquiry. Alice does not make bookings or commit your business to any action during the audit period. You receive a report of all calls at the end of the 30 days.

17.3. AI Disclosure: Callers are answered by an AI assistant (Alice), not a human. Alice identifies herself as an AI assistant. You must not configure the Service to misrepresent Alice as a human.

17.4. No credit card required: The Audit Programme requires no payment information. You will not be charged at the end of the 30 days.

17.5. Cancellation during audit: You may cancel the Audit Programme at any time by replying "STOP" to any SMS from Alice, or by contacting support@alicehq.ai.

17.6. After the audit: At the end of 30 days, the Service stops automatically. Your audit number is released back to the pool. Your data is retained for 30 days before deletion. To continue using Alice, you must upgrade to a paid plan (from $497/mo + GST, depending on plan tier).

17.7. Call recording consent: By enabling call forwarding to your audit number, you agree that calls to that number may be recorded and transcribed for audit purposes. Alice announces at the beginning of each call that the call is handled by an AI assistant and may be recorded and transcribed. You remain responsible for any additional disclosure requirements under applicable law for your specific industry or jurisdiction.

Contact

AliceHQ.AI Limited
Registered Office: AliceHQ.AI Limited, New Zealand (NZBN: 9429053397188)
Unit 6, 440 Barbadoes Street, Edgeware, Christchurch 8013, New Zealand
Email: hello@alicehq.ai
Website: alicehq.ai

For legal enquiries: legal@alicehq.ai
For support: support@alicehq.ai