1. Introduction
These Terms of Service ("Terms") are a contract between you — the business or person who subscribes to Hey Cooee ("You", "Tenant") — and Sebastian Piotrowski trading as Hey Cooee (ABN 77 817 490 068) ("Hey Cooee", "we", "us").
By signing up for an account, subscribing to a plan, or using the Hey Cooee service, you agree to these Terms. If you're signing up on behalf of a business, you confirm you have the authority to bind that business.
If you don't agree with any part of these Terms, don't use the service.
2. What the service does
Hey Cooee provides an AI voice reception platform for Australian small businesses (the "Service"). The Service receives inbound voice calls forwarded from your existing business number, conducts a booking or information-gathering conversation with the caller (the "End User"), and delivers the outcome — a booking, a message, or an escalation — back to you via the Hey Cooee portal (the "Portal"), email, and SMS.
The Service includes: a dedicated Australian phone number, a configurable AI conversation prompt tailored to your business, the Portal for reviewing and managing bookings and callbacks, email and SMS notifications, and two-way calendar integration where included in your plan.
The Service does not replace a contract of employment or constitute the giving of professional advice to your customers. The AI will not represent itself as a human.
3. Your account
You must provide accurate, current, and complete information when you sign up, and keep that information up to date. You're responsible for maintaining the confidentiality of your account credentials and for all activity under your account.
You must tell us promptly if you suspect any unauthorised access to your account. We may suspend access to the Service to protect your data and ours while we investigate.
You must be at least 18 years old to sign up, and the Service is only available to businesses and organisations operating in Australia.
4. Subscription, fees & billing
The Service is provided on a monthly subscription. Current plans and prices are published at heycooee.au/#pricing. Prices are in Australian dollars and include GST.
Your first month is billed at sign-up. Your plan renews automatically on the same day each month, by the card or payment method on file, until you cancel. We send a renewal reminder by email seven days before each renewal.
Payment processing is handled by Stripe Payments Australia Pty Ltd. We don't see or store your full card number. By subscribing, you also agree to Stripe's terms where they apply to the processing of your payment.
If a payment fails, we'll notify you by email and retry in line with Stripe's standard retry schedule. If payment remains overdue for more than 14 days, we may suspend or terminate the Service.
Plan changes: you can upgrade at any time, with the price difference pro-rated for the remainder of the current billing period. Downgrades take effect at the start of the next billing period.
Add-ons: optional add-ons (additional numbers, practitioners, booking allowance, languages, calendar integrations, custom voice greetings) are billed monthly alongside your base plan and can be cancelled at any time from the Portal; cancellation takes effect at the next renewal.
5. Acceptable use
You must not use the Service to do anything unlawful, fraudulent, or harmful. In particular, you must not: (a) use the Service for outbound telemarketing, scam calls, or any activity prohibited by the Spam Act 2003 or the Do Not Call Register Act 2006; (b) use the Service to impersonate another business or person; (c) resell or white-label the Service without a separate written agreement with us; (d) attempt to reverse-engineer or extract the underlying AI models; (e) upload or record content that is unlawful, defamatory, obscene, or infringes another person's rights.
You're responsible for the content of the conversations your AI receptionist has — including the greeting, the services offered, and any information provided to callers. You must not configure the AI to give professional, medical, legal, financial, or similar regulated advice except where you are properly qualified and authorised to do so.
We can suspend or terminate your account without notice if we reasonably believe you've breached these acceptable-use rules.
6. Your data & privacy
Call recordings, transcripts, booking records, and your Portal contents are collectively your "Tenant Data". As between you and us, you own your Tenant Data. We host it on Australian infrastructure (Sydney region) and process it in accordance with our Privacy Policy and the Australian Privacy Principles.
You authorise us to process Tenant Data to provide the Service — including transmitting conversation text (with phone numbers redacted) to our AI provider for response generation. Personal information does not leave Australia except for this redacted text, which is disclosed in our caller consent notice at the start of every call.
You're responsible for ensuring that the callers you receive and the customers whose bookings you take have the rights, consents, and information they need under Australian privacy and consumer law. We disclose the fact that the caller is speaking to an AI and that the call is being recorded at the start of every call.
Recordings are retained for 30 days by default and then deleted. Transcripts, booking records, and Portal data are retained for the life of your subscription and for 30 days after cancellation, after which personal information is deleted from active systems (see "Termination" below).
7. Availability & support
We use reasonable endeavours to keep the Service available 24 hours a day, 7 days a week. We don't currently offer a formal uptime SLA or service credits.
We may need to schedule maintenance or updates that cause brief periods of downtime. Where we can, we'll schedule these outside normal Australian business hours and tell you in advance.
Standard email support is included on all plans, with a one-business-day target response time. Priority phone support is included on the Practice plan.
Where the Service is unavailable due to a cause within our control, we'll work to restore it as quickly as practicable and, at our discretion, provide a pro-rata credit or extra month on your subscription.
8. Intellectual property
We own the Service itself — including all software, configurations, documentation, and the Hey Cooee brand and trade marks. You get a non-exclusive, non-transferable right to use the Service for the term of your subscription. Nothing in these Terms transfers ownership of our IP to you.
You keep ownership of your Tenant Data and anything you upload to the Portal (for example, your custom greeting script). You grant us a limited licence to host, process, and display that content to the extent needed to provide the Service.
We do not use your Tenant Data to train third-party AI models.
9. Warranties & liability
Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms limits those rights.
Subject to the above, the Service is provided on an "as is" and "as available" basis. AI voice reception is inherently probabilistic — the AI will sometimes misunderstand a caller, mishear a name, or need to escalate to a human. We don't warrant that the Service will be error-free, uninterrupted, or that every call will result in a successful booking.
To the maximum extent permitted by law, our total liability to you in respect of any claim arising out of or in connection with these Terms or the Service is limited to the fees you paid us in the three months immediately before the event giving rise to the claim. Neither party is liable for any indirect, consequential, or special loss — including loss of profit, loss of goodwill, or loss of business opportunity — except to the extent such limitation is void under the Australian Consumer Law.
10. Termination
You can cancel your subscription at any time from the Portal. Cancellation takes effect at the end of the current billing period — your Service continues to run until then. We don't provide refunds for the unused portion of the current month except where required by law.
We can suspend or terminate your account for material breach of these Terms (including non-payment, breach of acceptable use, or insolvency events), typically after giving you notice and a reasonable opportunity to fix the problem.
On termination, your access to the Portal ends. Your Tenant Data remains available for export for 30 days after the termination date. After 30 days, personal information in Tenant Data is deleted from our active systems, though it may persist in encrypted backups for a further period until those backups cycle out.
11. Changes to the Service or these Terms
We're actively improving Hey Cooee. We may add, change, or remove features from time to time. Where a change materially reduces the functionality of your plan, we'll give you at least 30 days' notice by email and you can cancel before the change takes effect.
We may also update these Terms. Material changes will be notified by email at least 30 days before they take effect. Continued use of the Service after that date means you accept the updated Terms. The latest version is always available at heycooee.au/terms.
12. General
Governing law: these Terms are governed by the laws of the Australian Capital Territory. Both parties submit to the non-exclusive jurisdiction of the courts of the ACT and the Commonwealth of Australia.
Assignment: you can't transfer your rights under these Terms without our written consent. We can assign or transfer our rights (for example, as part of a corporate restructure or sale) on notice to you.
Notices: you can reach us by email at hello@heycooee.au. We'll send notices to the email address on your Portal account.
Entire agreement: these Terms, together with our Privacy Policy, form the whole agreement between us about the Service. They supersede any prior discussions or drafts.
Severability: if any part of these Terms is found to be unenforceable, the rest continues to apply.
13. Contact us
Hey Cooee (ABN 77 817 490 068) — hello@heycooee.au — Canberra, Australia.