Terms of Service

1. Who we are and what these terms cover

Estric ("Estric", "we", "us") provides an AI front desk platform that answers calls and messages, books appointments, captures leads, sends payment links, and connects to third-party shop and CRM systems (the "Service"), available at estric.ai and through phone and messaging channels.

These terms are a binding agreement between Estric and the business that creates an account (the "Customer", "you"). By creating an account, signing in, or using the Service you accept these terms and the Privacy Policy. If you use the Service on behalf of a company, you confirm you are authorised to bind it. The Service is offered for business use; you must be at least 18 years old to create an account.

2. The Service and your responsibilities

The Service uses artificial intelligence to converse with your customers on your behalf. AI output can be imperfect. You are responsible for the knowledge, prices, policies, and instructions you configure, for reviewing conversations, and for the commitments made to your customers through the Service.

You must have the right to use any phone number, website, shop, or CRM you connect, and you must not use the Service for unlawful, deceptive, or harmful purposes, including spam, harassment, or content that infringes the rights of others.

You are responsible for complying with the laws that apply to your business, including telephone recording and monitoring laws in your jurisdiction, consumer protection laws, privacy laws, and any industry-specific rules. Where the law requires that callers be informed of recording or of speaking with an automated system, you must enable and keep such disclosures.

You acknowledge that conversations and the business content you configure are processed by third-party AI providers (including Google, OpenAI, Anthropic, and ElevenLabs) as described in the Privacy Policy, and that you are responsible for any notice or consent your jurisdiction requires you to obtain from your own customers for that processing.

The Service must not be relied on for emergencies. It is not a substitute for emergency services, cannot place or receive emergency calls (such as 000, 111, 911, 999, 112, or 995), and must not be presented to your customers as an emergency contact point or used where a failed or inaccurate response could cause death, personal injury, or serious damage.

3. Accounts and security

Keep your sign-in methods secure. You are responsible for activity under your account. Tell us immediately at [email protected] if you suspect unauthorised access.

4. Plans, trials, and billing

Paid plans are billed in advance, monthly or annually, through Stripe. Plan inclusions (voice minutes, conversations, channels, integrations, and integration limits) are described on the pricing page and enforced by the Service.

New customers who sign up without subscribing get a 7-day free trial with no payment method required: WhatsApp and web chat only, heavily capped (a small total message allowance). Phone calls, shop, CRM, and payment-link features are not included in the trial. The trial starts at sign-up and ends after 7 days, after which the Service switches off unless you subscribe. Subscribing to a paid plan activates the full plan immediately with no trial and is charged straight away. One trial per customer; creating additional accounts to obtain further trials is a breach of these terms. When a trial ends without a subscription the account and its data are kept, but the trial allowance is not renewed and the Service stays off until you subscribe.

Prices are displayed exclusive of applicable indirect taxes (such as GST, VAT, sales tax, or service tax). Where we are required to collect such a tax it is calculated on your billing location, added to the displayed price at checkout, shown before you confirm, and itemised on your invoice. Billing currency is determined by the country of your business: AUD for Australia, NZD for New Zealand, GBP for the United Kingdom, EUR for Ireland, and USD for the United States, Canada, and all other countries.

Plan changes take effect at the end of the current billing period. Cancellation stops the next renewal; the full paid period runs to its end and is charged in full with no pro-rata. Fees are non-refundable, subject only to rights under applicable consumer law that cannot lawfully be excluded. See the Refund Policy for billing errors and chargebacks.

If a renewal payment fails, the Service is suspended until payment is fixed. We may adjust pricing for a plan with at least 30 days notice; changes apply from your next billing period, and you may cancel before they take effect.

5. Usage limits and fair use

Plans include stated allowances. We may throttle, queue, or pause usage that exceeds plan allowances or that we reasonably consider abusive, automated abuse, or a security risk.

6. Third-party services

The Service interoperates with third parties, including telephony (Twilio), AI models (Google Gemini, OpenAI, Anthropic), speech services (ElevenLabs), payments (Stripe), messaging platforms (WhatsApp, Meta), and the shop and CRM systems you choose to connect. Your use of those services is governed by their terms. We are not responsible for third-party outages or changes.

Messaging platforms may rate-limit, restrict, suspend, or ban numbers and accounts under their own policies, and connection methods for those platforms can change or stop working. We are not liable for such platform actions, though we will make reasonable efforts to restore or substitute the affected channel.

Payment links are processed by Stripe on your own Stripe account where connected. Estric is not a party to transactions between you and your customers, and disputes about goods or services you sell are between you and your customer.

7. Phone numbers

Phone numbers we provision for you are leased through our telephony providers and remain part of our carrier arrangement; you receive the right to use the number while your subscription that includes it is active and paid.

If you disconnect a number or cancel, the number is held until the end of the period you have paid for, plus a short grace period, after which it may be released or reassigned. If you want to port a number in or out, contact [email protected] while your account is active; we will cooperate with lawful porting requests. Once a number is released it may not be recoverable.

8. Your data and ours

You retain all rights to your business content and your customer conversations. You grant us the licence needed to operate the Service: to process, store, transcribe, and display this content to you, and to send it to the AI, telephony, and integration providers required to deliver the features you use.

We may use aggregated, de-identified usage data to improve the Service. Our handling of personal information is described in the Privacy Policy.

The Service, including software, models of operation, and branding, remains ours. No rights are granted except as stated here. If you send us feedback or suggestions, we may use them without restriction or obligation.

9. Availability and changes

We aim for high availability but the Service is provided "as is" and "as available", without warranties of uninterrupted or error-free operation. We may improve or change features, and may discontinue the Service with reasonable prior notice.

Features labelled beta, preview, or early access are provided as-is, may change or be withdrawn without notice, and are excluded from any service commitments.

10. Liability

To the extent permitted by law: we are not liable for indirect or consequential loss, lost profits, or lost data; our total liability under these terms is limited to the amounts you paid us in the 12 months before the claim. Nothing in these terms excludes rights that cannot lawfully be excluded under the consumer protection laws that apply to you (see section 14); where liability cannot be excluded it is limited, at our option, to re-supply of the Service or the cost of re-supply.

You indemnify us against third-party claims to the extent they arise from your content, your configuration of the Service, or your breach of these terms or applicable law, including recording-consent laws.

11. Termination

You may cancel at any time from the billing page. We may suspend or terminate accounts that breach these terms, create risk for us or others, or fail to pay; where practical we will give notice and a chance to remedy first. On termination we make your data available for export for 30 days, after which it may be deleted.

12. General

Neither party is liable for delay or failure caused by events beyond its reasonable control, other than payment obligations. These terms are governed by the laws of New South Wales, Australia, and disputes belong to the courts of New South Wales, except that nothing prevents you from relying on mandatory consumer protections of the country where your business is established (section 14). We may update these terms; material changes will be notified by email or in the dashboard at least 14 days before they take effect. If you do not accept a change, you may cancel before it takes effect; continued use after the change takes effect is acceptance.

Questions: [email protected].

13. Affiliate program

These terms govern participation in the Estric affiliate program. By creating an affiliate account or generating a referral link you accept them.

Commission: you earn 20% of a yearly subscription payment, or 10% of each monthly subscription payment, (excluding taxes, top-ups, and refunded amounts) made by a referred customer during their first 12 months. A referral is attributed when someone signs up within 60 days of clicking your link; the most recent affiliate link clicked wins. Commission on a yearly payment clears once that payment is received. Commission on monthly payments is held until the referred customer has paid for three consecutive months, and is void if they cancel or their subscription lapses before then. Cleared commissions are reversed if the underlying payment is refunded or charged back. Cleared balances of $50 or more are prepared for payout monthly and transferred to the Australian bank account you nominate once we have reviewed the run; we may withhold a payout pending review where we suspect fraud, self-referral, or a breach of these terms. You must give us accurate bank details, and you are responsible for your own taxes on payouts.

Self-referrals, referring a business you own or control, coupon or discount misrepresentation, bidding on Estric brand keywords in paid search, spam, and misleading claims about the Service are prohibited and forfeit related commissions. You are an independent contractor, not our agent or employee, and may not make commitments on our behalf.

We may modify commission rates or program rules with 30 days notice (existing accrued commissions are unaffected), and may suspend or terminate affiliate accounts that breach these terms, with accrued legitimate commissions paid out on the normal schedule.

14. Country-specific terms

The country recorded on your business account determines your billing currency, the taxes we collect, and which of the provisions below apply to you. The provisions below apply in addition to the rest of these terms and prevail over them to the extent of any inconsistency.

Australia: nothing in these terms excludes, restricts, or modifies any guarantee, right, or remedy under the Australian Consumer Law that cannot lawfully be excluded. Prices are exclusive of GST; GST is added at checkout where applicable.

New Zealand: prices are exclusive of GST; GST is added at checkout where applicable. You confirm you are acquiring the Service for business purposes, and agree that the Consumer Guarantees Act 1993 does not apply, as permitted by section 43 of that Act. Nothing in these terms limits rights under the Fair Trading Act 1986 that cannot lawfully be contracted out of.

United Kingdom: prices are exclusive of VAT; VAT is added at checkout where applicable. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under the laws of England and Wales, including the Consumer Rights Act 2015 where it applies.

Ireland and the European Union: prices are exclusive of VAT; VAT is added at checkout where applicable. Nothing in these terms excludes rights under EU consumer protection law that cannot lawfully be excluded. Where the EU or UK GDPR applies to conversation data we process for you, the Data Processing Addendum forms part of these terms.

United States and Canada: prices are in USD and exclusive of sales tax, GST/HST, or PST, which is added at checkout where we are required to collect it; where we are not required to collect a tax, you are responsible for self-assessing any use tax that applies. Nothing in these terms limits non-waivable rights under the consumer protection laws of your state, province, or territory. For customers in Quebec, the parties confirm they have requested these terms be drawn up in English; les parties confirment avoir demandé que ces conditions soient rédigées en anglais.

Singapore: prices are exclusive of GST; GST is added at checkout where applicable. Nothing in these terms limits rights under the Consumer Protection (Fair Trading) Act 2003 that cannot lawfully be excluded.

Hong Kong: no sales tax applies. Nothing in these terms excludes rights under the Control of Exemption Clauses Ordinance (Cap. 71) or other Hong Kong law that cannot lawfully be excluded. A person who is not a party to these terms has no right under the Contracts (Rights of Third Parties) Ordinance (Cap. 623) to enforce any of them.

Malaysia: prices are exclusive of service tax (SST); SST is added at checkout where we are required to collect it. Nothing in these terms limits rights under the Consumer Protection Act 1999 that cannot lawfully be excluded.

All other countries: the Service is billed in USD, prices are exclusive of any local taxes you must self-assess (such as reverse-charge VAT), and these terms apply as written, subject to any local law protections that cannot be excluded.