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 the end-customer who calls the AI receptionist on your behalf. 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 an AI receptionist for tradies and trade businesses in Australia and New Zealand, residential or commercial, from sole traders to companies. 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. Your AI receptionist answers those visitor 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.

The service handles inbound calls and, if you add the chat widget, inbound website messages; it operates in English only. The AI never dials your customers, and it does not receive or reply to SMS. How we handle your data and your customers' data is set out in our Privacy Policy.

3. Pricing and billing

• Solo: $99 per month. Single owner login. Includes 50 calls per month; booking-confirmation and urgent-alert SMS are included. Sells self-serve with a 7-day free trial.
• Teams: $299 per month, flat rate. Everything in Solo plus crews, the dispatch calendar, and integrations. Includes 300 calls per month. Sells self-serve with a 7-day free trial.
• Enterprise: Negotiated pricing. Contact [email protected].

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.

Voice overage: once your included calls for the month are used, further calls bill at $0.40 per minute of call time, with the period total rounded up to the next whole minute at billing time. Overage is on by default so your line keeps answering in a busy month; you can turn it off in the dashboard, in which case, once your included calls are used, further forwarded callers hear a short unavailable message and nothing is charged. SMS overage: $0.15 per SMS beyond your included SMS allowance (200 SMS per month on Solo, 1000 on Teams).

Charges apply to every billable call answered on your line, including unsolicited, automated, or nuisance calls forwarded to the service. The protections above bound this risk: every call is capped at 10 minutes, calls under 10 seconds are never counted, and you can turn overage off at any time. If your line receives a burst of automated or abusive traffic, contact us and we will review the affected charges in good faith.

Subscriptions are billed monthly in advance through Stripe against the card on file, in Australian dollars; overage is billed with your next monthly invoice, or on your final invoice if you cancel. 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. Trial period

Solo and Teams each come with a 7-day free trial. You do not need a card to start it, and nothing is charged automatically at any point during or after it. When the 7 days are up the trial stops and you keep access only if you choose to subscribe. If you never subscribe, you are never charged and there is nothing to cancel.

The trial is a demo and setup period, not a free month of the live service. During the trial you get full dashboard access, you can configure your AI receptionist (greeting, coverage area, prices, knowledge base), and you get 5 demo calls that ring your own phone so you can hear your receptionist handle your trade. Your receptionist does not answer your customers' calls during the trial: the internal routing number that receives your forwarded calls is set up when you subscribe and your payment goes through, which you can do at any time during the trial or after it has ended.

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

Every call starts with the AI identifying itself as an automated assistant, and callers are told the call 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. The AI does not make outbound calls to your customers, and it does not read or send SMS conversations.

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.

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 service until then, and your final invoice collects any outstanding overage. 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] .