Terms of Service

Last updated: 9 February 2026

1. Agreement to Terms

These Terms of Service (“Terms”) constitute a legally binding agreement between you and C.T. Agency (ABN 48 077 292 249) (“we”, “us”, “our”) governing your access to and use of Emma, our AI-powered virtual receptionist service, including all associated websites, applications, and features (the “Service”).

By accessing or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you are using the Service on behalf of a business or other legal entity, you represent that you have authority to bind that entity to these Terms.

You must be at least 18 years of age to use the Service.

2. Service Description

Emma is an AI-powered virtual receptionist that answers phone calls on behalf of your business. The Service includes, but is not limited to:

  • Automated call answering and greeting
  • Message taking and delivery
  • Appointment booking and calendar integration
  • Call transfers to designated numbers
  • Call recording and transcription
  • A web-based dashboard for managing settings, viewing call logs, and accessing analytics

Emma uses artificial intelligence and is not a human operator. While we strive for accuracy, AI-generated responses, transcriptions, and summaries may occasionally contain errors.

Upon subscribing, a dedicated phone number will be provisioned for your account. While phone number assignment is typically instant, it may take up to one (1) business day in some cases. The Service's call-handling capabilities are not available until a phone number has been assigned and configured. We will notify you once your phone number is active and ready.

3. Account Registration

To use the Service, you must create an account. You agree to:

  • Provide accurate, current, and complete information during registration
  • Keep your account credentials secure and confidential
  • Notify us immediately of any unauthorised access to your account
  • Accept responsibility for all activity that occurs under your account

We reserve the right to suspend or terminate accounts that contain inaccurate information or violate these Terms.

4. Subscription and Fees

The Service is provided on a monthly subscription basis. Fees are billed in advance at the start of each billing cycle and processed securely via Stripe.

  • All prices are displayed in Australian Dollars (AUD) and are inclusive of GST where applicable.
  • We may change our fees with at least 30 days' written notice. Your continued use of the Service after a price change constitutes acceptance of the new fees.
  • Failure to pay may result in suspension or termination of your access to the Service. See our Financial Hardship Policy if you are experiencing difficulty making payments.

5. Call Recording and Consent

Emma records and transcribes phone calls handled on your behalf. Under Australian telecommunications interception laws, at least one party to a conversation must consent to its recording.

As the Client, you consent to Emma recording calls made to your designated phone number. It is your responsibility to ensure that callers are informed that calls may be recorded, for example by including a disclosure in your greeting message or website. We provide configurable greeting options within the Service to assist with this.

6. Acceptable Use

You agree not to use the Service to:

  • Engage in any unlawful, fraudulent, or deceptive activity
  • Harass, abuse, or threaten any person
  • Misrepresent Emma as a human operator where required by law to disclose AI use
  • Transmit malware, viruses, or other harmful code
  • Interfere with or disrupt the Service or its underlying infrastructure
  • Attempt to reverse engineer, decompile, or extract source code from the Service
  • Resell or redistribute the Service without our written consent

We reserve the right to suspend or terminate your account if we reasonably believe you have breached this section.

7. Intellectual Property

All intellectual property rights in the Service, including software, algorithms, AI models, branding, design, and documentation, are owned by or licensed to C.T. Agency. Nothing in these Terms transfers any IP rights to you.

You retain ownership of all business data, content, and information you provide through the Service (“Your Data”). You grant us a limited, non-exclusive licence to use Your Data solely for the purpose of providing and improving the Service.

8. Data Handling

We handle your personal information in accordance with our Privacy Policy. By using the Service, you acknowledge and agree to the data practices described therein.

9. Third-Party Integrations

The Service integrates with third-party platforms including Google Calendar, Vapi, and Stripe. These integrations are provided for convenience and are subject to the respective third party's own terms and policies. We are not responsible for the availability, accuracy, or conduct of third-party services.

10. Service Availability

We use commercially reasonable efforts to ensure the Service is available 24 hours a day, 7 days a week. However, we do not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable due to:

  • Scheduled maintenance (we will endeavour to provide reasonable notice)
  • Unplanned outages or technical issues
  • Factors beyond our reasonable control, including third-party service disruptions

11. Limitation of Liability

To the maximum extent permitted by law, C.T. Agency's total aggregate liability to you for any claims arising out of or relating to the Service is limited to the amount you paid us in the 12 months preceding the claim.

To the maximum extent permitted by law, we are not liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, or business opportunities.

12. Australian Consumer Law

Nothing in these Terms is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy conferred by the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or any similar state or territory legislation, that cannot be excluded, restricted, or modified by agreement.

13. Termination

Either party may terminate this agreement at any time by providing written notice. Upon termination:

  • Your access to the Service will be deactivated at the end of your current billing period.
  • We will retain your data for a reasonable period (typically 90 days) to allow you to export it, after which it will be permanently deleted.
  • Any outstanding fees remain payable.

We may terminate or suspend your account immediately if you breach these Terms or if required by law.

14. Dispute Resolution

If a dispute arises in connection with the Service, the parties agree to first attempt to resolve it through good faith negotiation. If the dispute is not resolved within 30 days, either party may refer it to mediation administered by the Australian Disputes Centre (ADC) before pursuing any other remedy.

15. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes at least 30 days before they take effect by email or through the Service. Your continued use of the Service after the changes take effect constitutes acceptance of the updated Terms.

16. General

  • Governing law: These Terms are governed by the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales.
  • Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.
  • Entire agreement: These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and us regarding the Service.
  • Waiver: A failure to exercise any right under these Terms does not constitute a waiver of that right.
  • Assignment: You may not assign your rights under these Terms without our prior written consent. We may assign our rights without restriction.

17. Contact Us

If you have any questions about these Terms, please contact us: