Terms of Service

1. Who these terms apply to

These terms are an agreement between the operator (the tradie, trade business, or other business entity who signs up) and Tradies Line AI, a registered business name of Linemill Solutions Pty Ltd (ABN 17 699 800 649), of 526/368 Sussex Street, Sydney NSW 2000 ("Tradies Line", "we", "us"). These terms govern your use of the Tradies Line service as an operator. They do not govern your customers who call or message your business through the service. By creating an account you agree to these terms on behalf of your business, and you confirm you have the authority to do so.

2. The service

Tradies Line is the AI operating system and job management software for trade businesses in Australia and New Zealand, residential or commercial, from sole traders to companies. It comes with AI staff: Wombo, the AI office manager; an AI receptionist; AI quoting; and AI invoicing. Quotes and invoices the AI drafts are sent only when you send them. You keep your existing business number. When you set up conditional call forwarding, the calls you cannot take (busy, unanswered, or after hours) forward to the service, where your AI receptionist answers in English, books jobs into your calendar, or captures the caller's details as a lead for you to call back. A booking is confirmed to your customer with one SMS sent in your business name.

The service also includes an operator dashboard with built-in job management: job records, quotes, invoices, a calendar, customer records, and a unified inbox. You can also add our chat widget to your own website and connect Facebook Messenger, Instagram, WhatsApp and, in Australia, texts to your AI number. The AI answers those messages the same way it answers calls, booking the job or capturing the lead, and you can turn automatic replies off for any conversation from your inbox. For email in your connected mailbox, the AI drafts replies and you decide whether to send them.

The service operates in English only. The only calls the AI places to your customers are invoice reminder calls, and only if you turn them on (see section 7). How we handle your data and your customers' data is set out in our Privacy Policy.

3. Pricing and billing

• Free: $0. One user. 50 AI credits a month, no card and no time limit. Free carries lifetime caps of 50 customers, 50 quotes and 50 invoices, and no phone number until you buy a calls top-up (see below).
• Starter: $97 per month. Up to 5 users. Includes 50 calls, 300 SMS and 1000 AI credits a month. Sells self-serve, no trial, straight to a paid subscription.
• Pro: $297 per month, flat rate. Unlimited users. Includes 500 calls, 2000 SMS and 5000 AI credits a month. Sells self-serve, no trial.
• Enterprise: from $897 per month. Unlimited users. Includes 1500 calls, 5000 SMS and 25000 AI credits a month. Contact [email protected] and we set it up with you, or ask for a negotiated deal at higher volume.

Every plan has the same features. Crews, integrations, quoting, invoicing and every other part of the product work the same way on Free as they do on Enterprise. The only differences between plans are the calls, SMS and AI-credit allowance each month, how many people can log in, and, on Free only, the lifetime caps above and no knowledge base.

GST: Tradies Line AI is not registered for GST at the moment, so no GST is added to the prices above; the price shown is the full price. If our GST registration status changes, we will update these terms and give you notice under section 13.

A call counts toward your monthly allowance when it lasts at least 10 seconds, the AI handled it without failing mid-call, and it is not a demo call. Every call is capped at 10 minutes; the AI wraps up politely as the cap approaches. One AI credit is used each time the AI produces an answer: a reply to your customer, a draft or rephrase for you, or a typed answer from the in-app office manager. Talking to the in-app office manager by voice uses one credit per started 30 seconds. Messages you receive, failed replies, and retries are never charged.

Hard stop, not overage: when your calls, SMS or AI credits run out for the month, that one stops rather than billing you for more. A forwarded caller past your call allowance hears a short unavailable message and the call never reaches the AI, so no charge applies; past your SMS allowance, no further SMS sends; past your AI-credit allowance, the AI stops replying and you can keep replying by hand. Included allowances reset each billing period and do not roll over.

Top-up packs are available on every plan, including Free, from Settings → Billing: $ 25 for 25 more calls, $ 30 for 200 more SMS, or $ 20 for 1000 more AI credits. A top-up is valid for 30 days from purchase; unused units expire at the end of that window and do not roll over or refund. Buying a calls top-up on Free also provisions a phone number for 30 days, which is how a Free operator hears the AI answer their own calls; buying another calls top-up before that window ends extends it.

TradiesLine Pay fee: if your customer pays an invoice through TradiesLine Pay, we take a platform fee of 0.25% of the invoice total, on every plan including Free. The fee is deducted from your settlement, not charged separately. We take the fee once, at the moment your customer's payment succeeds, and we keep it: if you refund your customer, we do not return our fee. Your customer never sees the fee and never pays it. An invoice paid by any other method, including bank transfer, cash, or marked paid by hand, carries no fee. We do not show the fee on your invoice; you can see what we took on each payment in your Stripe dashboard, where Stripe reports it against your payout.

Subscriptions are billed monthly in advance through Stripe against the card on file, in Australian dollars. If a payment fails, Stripe retries it; if it still fails, your subscription becomes past due and the AI receptionist is paused until the card is updated. If we change our prices, we will email you at least 30 days before the change takes effect, and the new price applies from your next billing period after that date.

4. The Free plan

There is no trial of any kind. Free is a real, permanent plan: no card, no clock, no expiry, and no lockout. Signing up puts you on Free unless you choose a paid plan and check out immediately.

On Free you get full dashboard access, including quotes, invoices, the built-in CRM and your calendar, plus 50 AI credits a month for AI-produced replies and drafts, up to the lifetime caps in section 3. Free does not include a phone number or any calls: your AI receptionist does not answer customer calls until you buy a calls top-up (section 3) or move to a paid plan, at which point the internal routing number that receives your forwarded calls is set up. You can also place up to 5 lifetime demo calls that ring your own phone, on any plan including Free, so you can hear your receptionist take a call before you buy anything.

5. Your phone number and call forwarding

You keep your existing business number. It stays with your carrier, in your name, and it remains the only number your customers see. We provision an internal routing number whose sole purpose is to receive your forwarded calls; it is not a new public business number, and you should not advertise it.

You set up conditional call forwarding (busy, no answer, after hours) with your own carrier once during setup; the dashboard gives you instructions for the major AU and NZ carriers. We cannot change your carrier settings for you, and forwarding stays under your control at your carrier at all times: switching the service off is as simple as removing the forwarding rule. Depending on your mobile plan, your carrier may charge for forwarded call minutes, including international roaming charges if you take your phone overseas while forwarding is active. Any such charges are set and billed by your carrier on your own mobile plan; they are separate from, and not covered by, your Tradies Line subscription fee. Check your plan with your carrier. Number porting is not supported, and we never take ownership of your number.

6. What the AI does and does not do

The AI answers in your business name. If a caller asks whether they are talking to a person, it says it is an AI, and it never claims to be a person. Callers are told during the call that it is recorded. The AI can offer available times from your calendar; book, reschedule, or cancel an appointment; capture a lead when the caller does not commit to a time; and alert you immediately when a call is genuinely urgent.

The AI follows a simple rule: it checks the calendar, not the job. It only shares prices you have configured and switched on, it does not give technical advice, and it does not judge whether a job is feasible; anything out of the ordinary is captured as a lead with the details noted for your callback. It never takes a payment on a call. The AI calls your customers only to remind them about an unpaid invoice, and only if you turn that on.

The AI is automated and can occasionally mishear, misunderstand, or make a mistake. You are responsible for reviewing bookings and leads in your dashboard and confirming the details with your customer before the work goes ahead.

The service is not a life-safety or emergency response system. The AI cannot contact emergency services (000 in Australia, 111 in New Zealand) and must not be relied on to manage urgent, hazardous, or emergency situations. A caller with an emergency should hang up and dial emergency services directly.

7. Operator responsibilities

You are responsible for keeping your business details, working hours, calendar, and booking rules accurate in the dashboard; for setting up and maintaining your carrier forwarding; for following up the leads the AI captures; and for confirming bookings before doing the work. You are also responsible for your own trade licensing and insurance, and for complying with the laws that apply to your business, including how you handle your customers' personal information after we capture it for you (for caller data, we act as your service provider; see the Privacy Policy). If you work in a heavily regulated sector (for example NDIS or aged care), you are responsible for your obligations in that sector. You must not use the service for unlawful purposes.

Quotes and invoices you create and send through the service are your documents, issued in your business name. You are responsible for their accuracy and pricing, for the tax treatment of your own invoices (including whether GST applies to your work), and for keeping the records your business is required to keep. Tradies Line is a tool for creating and sending these documents; it does not provide accounting, tax, or legal advice. When you use invoice follow-ups, whether automatic chasing or manual reminders, you warrant that each invoice you chase is a genuine debt for work you have performed and that you are entitled to pursue it. Follow-up emails, texts, and calls are sent in your name and on your instructions.

8. Cancellation and refunds

You can cancel at any time from Settings → Billing in the dashboard, which takes you to the Stripe billing portal. Cancellation takes effect at the end of your current billing period; you keep the paid plan until then. At that point you move to Free rather than losing access: your data stays, and Free keeps working within the limits in section 3. We do not refund partial months, except as set out below or where consumer law gives you that right.

If we charge your card but cannot get your AI receptionist working, we will tell you, fix it as our first priority, and refund the affected billing period in full if we cannot fix it.

Nothing in this section limits your rights under the Australian Consumer Law or, for New Zealand operators, the Consumer Guarantees Act 1993.

9. Acceptable use

You must not use the service for anything unlawful, deceptive, or harmful; to record or handle calls in breach of privacy or surveillance laws; to send spam or unsolicited marketing, including in breach of the Spam Act 2003 (Cth) or the Unsolicited Electronic Messages Act 2007 (NZ); to harass or abuse callers or our staff; to probe, disrupt, or reverse-engineer the service; or to resell the service without our written agreement. Demo calls are for testing your own receptionist; do not use them to call people who have not agreed to be called. We may suspend or close an account that materially breaches these terms; where practical, we will warn you first and give you a chance to fix the breach.

10. Limitation of liability

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that they will be provided with due care and skill, be fit for their purpose, and be supplied within a reasonable time. New Zealand operators have similar non-excludable guarantees under the Consumer Guarantees Act 1993. Nothing in these terms excludes, restricts, or modifies those rights.

Subject to that: the AI is automated and may occasionally miss, mishear, or misclassify a call. Call delivery also depends on things outside our control, including your own phone carrier's network and forwarding, the internet, and the telephony, messaging, and payment providers we rely on. We do not guarantee that every call will be answered or every booking captured. If your carrier's network is down, or a provider we depend on has an outage, or the AI service is otherwise unavailable, your forwarded calls behave as they did before you joined (they ring out unanswered); how these events are handled is set out in section 11. To the extent permitted by law, we are not liable for indirect or consequential loss (including loss of profit or loss of business opportunity), and our total liability for any claim is limited to re-supplying the service or refunding the amounts you paid us in the 12 months before the event giving rise to the claim.

11. Events beyond our control (force majeure)

Neither you nor we are responsible for failing to meet an obligation under these terms, or for a delay in meeting it, to the extent the failure or delay is caused by something beyond that party's reasonable control. This does not apply to your obligation to pay amounts that are already due.

Events beyond our reasonable control include: an outage, fault, or maintenance affecting your own phone carrier's network, so that calls to your number cannot be made, connected, or forwarded; an outage or fault at a telephony, voice, messaging, payment, or hosting provider we rely on to run the service (for example Twilio, Retell, Kudosity, or Stripe); a wider internet or electricity outage; a natural disaster such as fire, flood, or storm; industrial action; and government action or a public emergency.

Because your customers only reach your AI receptionist after your carrier forwards a call to us, an outage on your carrier's network means the call never reaches us and the AI cannot answer it. While an event like this continues, your forwarded calls behave as they did before you joined: they ring out unanswered. A booking-confirmation SMS may also be delayed or not delivered while the mobile networks are affected. These outcomes are caused by the network or provider outage, not by a fault in the service.

While an event beyond our reasonable control continues, the affected obligations are paused, and neither of us is liable to the other for the delay or failure it causes. Where practical, we will take reasonable steps to reduce the effect on you, and we will show a notice in your dashboard when we know that a provider we rely on is down. We cannot detect an outage on your own carrier's network, because the affected calls never reach us.

Because these events are outside our control, they do not on their own entitle you to a refund or credit. If a provider we rely on is down for a prolonged period and this stops your AI receptionist from working, contact us and we will review the affected fees for that period in good faith. If we simply cannot get your AI receptionist working, section 8 applies.

Nothing in this section limits any rights you have under the Australian Consumer Law, or under the Consumer Guarantees Act 1993 for New Zealand operators, that cannot by law be excluded.

12. Governing law

These terms are governed by the laws of New South Wales, Australia, and the courts of New South Wales have non-exclusive jurisdiction. If you are a New Zealand operator, you keep any protections New Zealand consumer law gives you regardless of this clause.

13. Changes to these terms

We may update these terms as the service or the law changes. For material changes we will email you at least 14 days before the change takes effect. If you do not agree to a material change, cancel before it takes effect and we will refund the unused portion of any fees you have paid in advance, pro-rata. Continuing to use the service after the effective date means you accept the updated terms.

14. Contact

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