Service Terms

The service is provided by PROINFO PTY LTD (ACN 683 574 905, ABN 61 683 574 905), trading as proforge online ("ProForge", "we", "us"), based in Melbourne, Victoria.

ProForge is an AI receptionist for your business. It answers the calls your phone diverts to your ProForge number, day or night, and it:

• answers in your business name, said the way you set it in Settings, and tells callers it's your AI receptionist and that the call is recorded;
• works out what the caller needs and takes down the job details;
• offers times inside the booking hours you set, and around the busy times in your Google Calendar if you connect it, then books the job;
• texts the customer a confirmation, and a reminder about a day before the job;
• texts you a short brief after each call;
• can put callers through to another number you choose, during your business hours, if you turn transfers on (they're off until you do);
• can ask customers for a Google review after a job, if you add your review link.

Everything it does shows up in your dashboard. It's software, not a person answering your phone.

You keep your own phone number. You send calls to ProForge by dialling divert codes on your mobile. With the standard set-up, a call comes to ProForge when you don't answer it, when you're already on a call, or when your phone is off or out of range. Your carrier decides how long your phone rings before a call is diverted. You can also send every call to ProForge for a while (holiday mode) with a different code.

Diverting is part of your mobile plan, not our service, and it works differently between carriers and plans. For example, Vodafone prepaid can't divert to another number, Optus charges prepaid customers 10c a minute for diverted calls, and some other prepaid plans charge for diverting or don't allow it. Check with your carrier. Any charges your carrier makes for diverted calls are yours.

While the divert is on, the calls you miss go to ProForge instead of your voicemail.

We give your account an Australian mobile number to receive your diverted calls. The number is ours, not yours. It comes from a pool of numbers we hold, it may have been used by another ProForge business before, and it goes back to the pool when your account closes (see Cancelling below).

Turning it off: dial ##002# on your phone to stop calls coming to ProForge. That code turns off every divert on your phone, including the one that sends missed calls to your voicemail, so switch your voicemail back on afterwards: on Telstra dial **004*101#, on Vodafone dial 1211, on Optus use the My Optus app, and on any other network ask your provider. Turning off the divert doesn't cancel your subscription.

By using the service, you authorise us, on your behalf, to:

• answer calls diverted to your ProForge number in your business name;
• record and transcribe those calls, and have them read by the AI services named in the Privacy Policy;
• text your customers from your ProForge number: booking confirmations, reminders, times to choose from, review requests if you've added a review link, and other messages you approve;
• call your customers when you ask us to, such as a callback you request from your dashboard;
• create bookings in ProForge, and in your Google Calendar if you connect it;
• put callers through to the number you choose, if you turn transfers on;
• set up and manage the phone number and the voice agent that do all this.

• Give us accurate business details and keep them up to date.
• Only add customers you have the right to contact, and only ask us to message or call people your business has a real relationship with. You're responsible for meeting the Spam Act and Do Not Call Register rules for anyone you ask us to contact, and for checking messages before you approve them.
• The service is not for emergencies. It can flag a call as urgent and text you, but it can't call 000 or send anyone out, and it's no substitute for emergency services.
• Check your dashboard and confirm bookings. The final word on any job, price or time is yours.
• When you stop using ProForge, turn your divert off (see above).

The receptionist is AI, and AI makes mistakes. It can mishear an address, misunderstand a caller, or say something the wrong way. It's built never to quote a fixed price or promise an exact arrival time, and to leave real decisions to you. We don't guarantee that every call is answered, transcribed or booked correctly, or that the service never goes down. You can check every call and text in your dashboard.

The subscription is $433 a month plus GST ($476.30), which is the $100 a week we advertise, billed monthly in advance. It starts on day 7 and renews each month until you cancel. Stripe charges the card you sign up with, and we email you before your first monthly charge. There's no lock-in contract and no exit fee.

Call minutes included: the subscription includes up to 1,000 minutes of answered calls each calendar month (in your account's timezone), for each account. That counts the calls to your business that the receptionist answers. Calls it makes for you, such as a callback you ask for, don't count. Your dashboard shows how many minutes you've used this month, and we send you a notice when you reach 80% and again at 100%. If you go over, we'll contact you about a plan that suits your volume. We never stop answering your calls because you've reached the allowance.

If you go over the allowance two months in a row, we'll offer you a plan that suits your volume. If you'd rather not change, either of us can end the service with 30 days' notice, and we keep answering your calls until it ends.

During a free week or free trial, the fair-use limit below applies instead. Once your subscription starts, minutes answered earlier in that calendar month count toward the allowance.

Founding offer: the first 20 businesses to sign up get their first week free. If your sign-up includes a free first week, you save a card to start and we charge nothing for 7 days. After that the subscription above starts and Stripe charges that card, unless you've cancelled. We email you three days before, with the date and the amount.

A free week is for trying the service on your own business, so it has a fair-use limit: up to 100 answered calls or 200 minutes of calls, whichever comes first. If you reach it, we tell you by text and email. Until your paid plan starts, callers whose calls reach your ProForge number then hear a short message instead of the receptionist. Your own phone keeps ringing as it always has. You can ask us to start your plan sooner.

If your sign-up doesn't include a free first week, you pay $100 plus GST ($110.00) for your first week when you sign up.

If we give you a free trial without taking a card, we'll tell you how long it runs. We don't charge you during it, the same fair-use limit applies, and the service only continues after it if you sign up and pay.

We can change our prices with 30 days' written notice. If you don't accept a change, you can cancel before it takes effect.

If a payment fails, we'll contact you to sort it out. If it stays unpaid, we may suspend the service.

You can cancel any time from Billing in your dashboard, which opens Stripe's billing portal, or by emailing us at hello@proforge.com.au. Your subscription then runs to the end of the period you've already paid for and isn't charged again. At the end of that period, your account closes.

If you cancel during your first 7 days, the monthly subscription is never charged. Your first week is all you pay, which is nothing if your first week was free, and your account closes when that week ends.

When your account closes:

• callers whose calls still reach your ProForge number hear a short message that the service has closed, instead of the receptionist;
• we text and email you the code to turn your divert off, and how to get your voicemail back;
• 30 days later, your number comes off your account and diverted calls stop connecting. If calls are still arriving at that point, we may wait up to 7 more days. We then hold the number unused for at least 30 days before it can go to another business. Turn your divert off: if it still points at the old number, your calls could end up with that business;
• at the same time, we delete your records (calls, transcripts, customers, bookings and texts) from our database. If you want a copy, ask us before then. Call recordings are deleted 90 days after each call, as described under Privacy below, and the Privacy Policy explains what our providers keep.

Your subscription runs to the end of the period you've paid for. We don't give refunds if you change your mind, and we don't refund the rest of a period after you cancel.

If you paid $100 plus GST ($110.00) for your first week, that payment isn't refundable if you change your mind.

If you contact us within 48 hours of your first monthly charge, we may refund that charge as a goodwill gesture. That's at our discretion.

If we've charged you by mistake, such as twice or after your cancellation took effect, tell us and we'll refund it.

None of this excludes your rights under the Australian Consumer Law. Our services come with consumer guarantees that can't be excluded, and if the service has a major failure you may be entitled to a refund for the part you haven't used.

To ask about a refund, email hello@proforge.com.au.

We can suspend or end the service if you don't pay (after we've told you), if you use it unlawfully, if your use harms other customers or the platform, or if you seriously breach these terms. Where we can, we'll warn you first.

Nothing in these terms excludes, restricts, or modifies any consumer guarantee or other right you have under the Competition and Consumer Act 2010 (Cth) (including the Australian Consumer Law) that cannot lawfully be excluded.

Where the law lets us limit our liability for failing to meet a consumer guarantee, our liability is limited to supplying the service again or paying the cost of having it supplied again.

Otherwise, to the maximum extent permitted by law, our total liability for all claims connected with the service is limited to the fees you paid us in the 12 months before the claim arose, and we are not liable for indirect or consequential loss (including lost jobs, revenue, or goodwill).

We own the ProForge software and platform. You own your business records: your customer list, the recordings and transcripts of your calls, your bookings and your texts. You give us the rights we need to store and process them to provide the service, including through the providers named in the Privacy Policy.

We handle personal information as described in our Privacy Policy. When we handle your customers' calls and texts, we do it on your behalf and only to provide the service to you.

Call recordings and transcripts are deleted 90 days after each call. The call summary and the job details stay in your dashboard until your account closes. If you need a recording for a dispute or a legal claim, tell us before the 90 days are up, and we can keep it until that's resolved.

We may update these terms. For a material change we'll give you 30 days' notice. The current version always lives at this page. These terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of its courts.