Service terms

Service terms (summary)

A short, plain-English summary of how our phone answering service for Australian dental clinics works, what it costs, and the main terms.

1. The service

An AI assistant answers calls in your clinic's name. It always says at the start of each call that it is an AI assistant. The service includes only these things:

• Call answering. After-hours calls that your line forwards (both plans). With the Day & Night plan, also daytime overflow: calls your line forwards when your team is busy or doesn't answer within your ring count (default 4 rings, about 20 seconds). There is no live transfer to your staff.
• Booking requests only. The assistant takes the caller's booking request and passes it to your team, who confirm it with the patient. It has no access to your booking system or practice software.
• Emergency script and urgent alert. The assistant tells callers to call 000 when a red-flag word is used, and sends your nominated contact an urgent alert email with no patient details and a secure link. There is no call transfer.
• Written call summaries. Your named staff read them in our staff portal after logging in. The email has no patient details, only a secure link that expires after 24 hours. Calls are not audio-recorded, and no full transcript is kept.
• Basic FAQs. Only answers your clinic approves in writing.
• Monitoring and fixes. We monitor the assistant and fix faults.

Not included: clinical advice of any kind, clinical triage, payments, and changes to your phone contract with your carrier. Calendar or direct booking, call transfer, texts, intake forms and outbound calls are not offered at launch.

2. Free demo

• We can build a sample assistant for your clinic using only your clinic's public information.
• It's free. We don't ask for card details, nothing is charged automatically, and there's no obligation to buy.
• It's available for 14 days from the day we send it, then we switch it off and delete it. If you tell us you're not interested, we delete it within 7 days, or straight away if you ask.
• It's not your real line. It isn't connected to your phone line, practice software or patient records, and it can't make real bookings.
• It's private. Please don't give the demo number to patients or post it anywhere.
• Demo calls aren't audio-recorded. Any text of a demo call is deleted within a day, and any short note is deleted when the demo is. Please don't share real patient details on it. See our Privacy Policy.
• If you want to go live, we send a written quote and the service agreement. Nothing is charged until you sign.

3. Prices

Plan	Monthly fee	Included minutes each month	Setup (one time)
After Hours	A$1,290 a month	700 inbound voice minutes	A$2,000
Day & Night	A$1,950 a month in total	A shared pool of 2,000 inbound voice minutes	A$2,000

• Extra minutes: A$0.55 a minute, in either plan.
• Adding daytime calls later: if you start on After Hours and move to Day & Night later, there is a one-time fee of A$300, once per agreement. There is no fee to move back to After Hours.
• The Day & Night price starts only after the forwarding test for daytime overflow calls passes. Until then, the After Hours price applies.
• Large clinics and groups: we give a custom package quoted in writing.
• Prices are in AUD. We are not registered for GST, so no GST is charged. If we register for GST, 10% GST is added to these prices after at least 30 days' written notice.
• We can change a price only with at least 30 days' written notice. You can then end the agreement without penalty before the new price starts.

4. Minutes and usage notices

• A minute is connected call time on your assistant line. We measure each call to the second and round up once, at the end of each billing period.
• We send you an automatic usage notice at 80% and again at 100% of your included minutes.
• We charge extra minutes only for minutes used after we send the 100% notice.
• The assistant never stops answering because you reach your included minutes. The 000 script always stays on.
• You can set an optional spend cap on extra minutes. We never charge for minutes above your cap.
• Unused minutes do not roll over and have no cash value.
• Fair use: the service is for your own clinic only. Don't forward other businesses' lines to it, resell it, or use it for outbound or automated calls.

5. Invoices and payment

• Nothing is invoiced before your written go-live sign-off.
• At go-live sign-off we invoice the setup fee and the first monthly fee. After that, each monthly fee is invoiced in advance at the start of its billing period. Extra minutes are invoiced in arrears.
• Payment is due within 14 days of the invoice date.
• We charge no late fees, interest, suspension fees or restart fees.

6. Term and ending the agreement

Minimum term 3 months from go-live, then month to month. Either side can end it with 30 days' written notice. Early exit fee of at most 1 month's fee; none if we end the agreement.

• The minimum term starts on the go-live date (your written go-live sign-off), not when you sign. The agreement never renews into a new minimum term.
• The early exit fee is the lower of the fees left in the minimum term and 1 month's fee. It recovers part of our up-front setup costs that the setup fee does not cover.
• There is no early exit fee if, for example: you end the agreement because of our serious breach that we did not fix within 10 business days; you leave before a price or minutes change starts; go-live is more than 30 days after the target date for a reason that is not your clinic's fault; or the Australian Consumer Law gives you a right to end it.
• Either side can end the agreement at once for a serious breach that is not fixed within 10 business days after written notice.

7. Your rights under the Australian Consumer Law

• Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms or in the signed agreement takes those rights away.
• If the services are faulty or don't meet the agreement, we will fix the problem or supply the affected services again, at our cost.
• Fees you have paid are not refundable, except where the Australian Consumer Law or another law requires a refund. If we suspend the services for a safety or privacy reason that you didn't cause, or the agreement ends early because of us, you aren't charged for the days we didn't supply the services.

8. Liability

• Liability is limited as far as the law allows.
• For a failure to meet a consumer guarantee, our liability is limited, at our option, to supplying the services again or paying the cost of having them supplied again, unless it is not fair or reasonable for us to rely on this limit.
• Each side's total liability is capped at the fees paid or payable for the services in the 3 months before the event. The same cap applies to both sides.
• The cap does not apply to death or personal injury, fraud or wilful misconduct, breaches of privacy, data handling or confidentiality, or fees owed for services supplied.
• Neither side is liable for indirect loss, such as lost profit, except as the signed agreement sets out.

9. No guarantee that every call is answered

We do not guarantee that the assistant will be available at all times, or that every call will be answered, connected, understood or booked. The assistant relies on phone networks, internet services and third-party AI and voice platforms, which can fail. If the assistant is unavailable, calls go to your clinic's own phone set-up. This does not limit your rights under the Australian Consumer Law.

10. No clinical advice and emergencies

• The assistant is not a dentist or a doctor. It does not diagnose, triage, or recommend treatment or medication.
• Emergencies: for life-threatening symptoms, the assistant tells callers to hang up and call 000. It does not connect calls to 000 and does not transfer calls.
• Your clinic stays responsible for clinical care, your on-call process and your response to urgent alerts. We do not promise that anyone reads an alert or calls back by a set time.

11. What your clinic does

• Sets up and keeps call forwarding with your own phone provider, at your cost, and turns off voicemail or any phone menu on the forwarding path.
• Gives us accurate, current information (hours, approved FAQ answers, contacts) and approves the scripts and your emergency protocol before go-live.
• Publishes a privacy policy that tells patients you use a phone-assistant service provider.

12. Privacy

A separate data handling agreement forms part of the signed agreement. See our Privacy Policy for how we handle personal information.

13. Changes, disputes and law

• The agreement can be changed only in writing signed by both sides.
• If there is a dispute, either side gives written notice and we meet within 10 business days, then try mediation. Either side can still go to court.
• The agreement is governed by the law of New South Wales.

Questions: admin@easehand.com.