Terms of Service

Who provides the service

Mizan Solutions (ABN 90 131 173 643), Perth, Western Australia ("we", "us") provides custom-configured AI receptionists ("Mizan"), Australian phone numbers and call forwarding, calendar booking, and SMS and email call summaries to Australian businesses ("you").

Plans and billing

Plans are billed weekly in advance. All prices are in Australian dollars and exclude GST. We add 10% GST to every invoice, and the GST-inclusive price is shown next to each plan on our pricing page. Each plan includes a set number of minutes of talk time per calendar month. Extra minutes are charged at your plan's per-minute rate and added to your next weekly invoice.

A minute is talk time on calls Mizan answers or makes for you, counted to the second. Calls that ring out or go unanswered aren't counted.

Setup fee and terms

A one-off setup fee covers mapping your calls, writing and testing Mizan's script, setting up your number and call forwarding, and connecting your calendar. The setup fee is waived if you choose a 6-month term (After Hours) or a 12-month term (Front Desk). Head Office setup is quoted based on your locations and systems.

Go-live guarantee: if Mizan isn't handling your calls the way we agreed within 14 days of going live, we refund your setup fee.

Cancelling and changing plans

If you're not on a fixed term, you can cancel any time before your next billing week. If you chose a 6- or 12-month term to have your setup fee waived, the term applies. You can move up or down a plan from the start of any billing week.

Founding client price lock

Clients who sign up during our WA launch keep their weekly plan price for 24 months from their start date, as long as they stay on the same plan.

Your responsibilities

• Give us accurate information about your business, services, prices and rules so Mizan's answers are correct
• Check and approve Mizan's script before go-live and let us know when anything changes
• Use the service lawfully, including the rules on recording calls and on marketing calls and messages

Call recording and messages to callers

Western Australian law (Surveillance Devices Act 1998 (WA)) and federal law (Telecommunications (Interception and Access) Act 1979 (Cth)) restrict recording phone calls without the other party knowing. So by default, Mizan tells every caller at the start of the call that they're speaking with an AI receptionist and that the call is recorded and transcribed. You agree not to ask us to remove or weaken this notice without your own independent legal advice that it's lawful to do so.

Booking confirmations and reminders Mizan texts to callers must stay factual and transactional. If you want Mizan to send marketing messages, you must have the caller's consent and include an unsubscribe option, as required by the Spam Act 2003 (Cth).

What Mizan isn't for

• Mizan is an administrative receptionist. It doesn't give medical, legal or financial advice.
• Mizan isn't an emergency service. Don't rely on it in place of triple zero (000).
• Mizan isn't a licensed security, alarm-monitoring or guard-dispatch service under the Security and Related Activities (Control) Act 1996 (WA). It can log calls and alert your own staff, but your licensed people make and carry out any response.
• Our standard service is for bookings and general enquiries. You must not use it to collect clinical records or other sensitive health information unless we've signed a separate written health data agreement with you.

Availability and AI accuracy

We work hard to keep Mizan answering around the clock, and every setup includes a failover so calls ring through to your phone if Mizan is unavailable. We rely on phone carriers and other third-party providers, so we can't guarantee the service will never be interrupted or that no call will be missed during an outage.

Mizan uses AI, which can occasionally mishear or misunderstand a caller. Check call summaries for important details such as addresses and times. We don't guarantee that every transcript or summary will be error-free.

Consumer law and our liability

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that can't lawfully be excluded.

Where our services aren't of a kind ordinarily acquired for personal, domestic or household use, and to the extent the law allows, our liability for failing to meet a consumer guarantee is limited, at our choice, to supplying the services again or paying the cost of having them supplied again.

Governing law

These terms are governed by the laws of Western Australia and the Commonwealth of Australia. Each party submits to the exclusive jurisdiction of the courts of Western Australia.

Contact

Questions about these terms? Email contact@mizansolutions.com.au.