Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the emii.ai platform, operated by EMII PTY LTD (“emii”, “we”, “us”, or “our”). By creating an account or using our services, you agree to be bound by these Terms. If you do not agree, do not use the platform.

1. Service Description

emii.ai is a virtual AI receptionist platform that enables businesses to deploy an intelligent, always-available AI agent capable of:

• Answering inbound phone calls on behalf of the business
• Responding to frequently asked questions using provided business knowledge
• Scheduling and confirming appointments via calendar and CRM integrations
• Capturing lead information and logging call outcomes
• Following custom call flows and business rules configured by the Client

The platform is provided as a software-as-a-service (SaaS) subscription. emii does not provide legal, medical, financial, or professional advice through its AI agents; all AI responses are informational only.

2. Account Setup & User Responsibilities

Accurate Training Data

You are responsible for providing accurate, current, and complete training data, FAQs, scripts, and call flow configurations. Incomplete or inaccurate data will directly affect the quality of your AI agent’s responses. emii is not liable for errors or poor performance resulting from inaccurate information you have provided.

Phone Number & Call Forwarding

Upon subscribing, emii will provision a dedicated phone number for your AI agent. You may configure call forwarding from your existing business number to this dedicated number. You are responsible for any charges or configurations applied by your telecommunications provider to enable forwarding.

Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. Notify us immediately at [email protected] if you suspect unauthorised access.

3. System Safeguards & Limitations

Escalation Protocols

When the AI agent encounters a query it cannot resolve, it will follow your configured escalation protocol - this may include transferring the call to a human representative, offering a callback, or taking a detailed message for follow-up. Escalation behaviour is determined by your configuration settings.

Automated Safeguards

The platform includes the following automated safety mechanisms:

• Silence timeout: Calls will be gracefully ended if no spoken response is detected for 30 consecutive seconds
• Maximum call duration: A configurable maximum call length is enforced to prevent abuse and manage costs
• Suspicious behaviour: Calls exhibiting abusive, harmful, or clearly non-legitimate behaviour may be automatically terminated

4. Acceptable Use Policy

You agree not to use the emii.ai platform to:

• Make unsolicited outbound calls, robocalls, or spam calls
• Engage in any activity that violates the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth), or equivalent laws in your jurisdiction
• Impersonate another business or individual in a misleading or deceptive manner
• Facilitate illegal activity of any kind
• Attempt to reverse-engineer, scrape, or exploit the emii platform or its underlying AI models
• Resell or white-label the emii.ai service without our prior written consent

Breach of this policy may result in immediate suspension or termination of your account without refund.

5. Service Availability

We target a platform uptime of 99.9%, measured on a monthly basis, excluding scheduled maintenance windows. Scheduled maintenance will be communicated in advance where possible. We are not liable for service unavailability caused by factors outside our reasonable control, including third-party infrastructure outages, telecommunications failures, or force majeure events.

6. Subscriptions, Billing & Cancellations

Plans & Inclusions

emii.ai is offered on monthly and annual subscription plans. All active plans include unlimited 24/7 AI call handling, access to the emii dashboard, and supported CRM and calendar integrations. Specific feature inclusions vary by plan tier - refer to the pricing page for current details.

Free Trial

We offer a 14-day free trial for new Clients. No payment is required to start a trial. At the end of the trial period, you must select a paid plan to continue using the service. Trial accounts that are not converted to a paid plan will be deactivated.

Billing

Subscription fees are billed in advance at the start of each billing cycle. All prices are in Australian Dollars (AUD) and inclusive of GST where applicable. Payments are processed via our secure payment provider.

Cancellation

You may cancel your subscription at any time from your account dashboard. Cancellations take effect at the end of the current billing period - you will retain full access until that date. We do not offer partial-period refunds. There are no lock-in contracts on monthly plans.

7. Limitation of Liability

To the maximum extent permitted by law, emii.ai and EMII PTY LTD shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of, or inability to use, the platform. This includes but is not limited to lost revenue, lost data, missed appointments, or decisions made by callers based on AI responses.

Our total aggregate liability to you in any 12-month period shall not exceed the total subscription fees paid by you to emii.ai during that period.

8. Intellectual Property

All software, algorithms, design, and content comprising the emii.ai platform are the intellectual property of EMII PTY LTD. You retain ownership of all training data and business content you provide. By uploading content to the platform, you grant emii a limited, non-exclusive licence to process that content solely for the purpose of delivering the service to you.

9. Governing Law

These Terms are governed by the laws of Queensland, Australia. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Queensland.

10. Changes to These Terms

We may update these Terms from time to time. Where changes are material, we will provide at least 14 days’ notice via email or an in-dashboard notification before the new Terms take effect. Continued use of the platform after the effective date constitutes acceptance of the updated Terms.

11. Contact

For questions about these Terms, contact us at [email protected].

Effective date: 29 March 2026