Terms & Conditions

Last updated: [DD Month 2026]

1. Introduction & Acceptance

• These Terms form a binding agreement between MetricsMate and the Client from the date the Client accepts a proposal, signs up online, or otherwise engages MetricsMate's services (the "Commencement Date").
• MetricsMate provides services to businesses located in Australia. These Terms are governed by Australian law.
• If any part of these Terms conflicts with a signed written agreement between MetricsMate and the Client, the signed agreement takes priority.

2. Description of Services

• MetricsMate provides CRM setup, missed-call text-back automation, AI voice receptionist services, website chat, automated review requests, appointment reminders, and related business automation services (the "Services"), as described on our website and in the plan (Capture, Convert, or Scale) selected by the Client.
• Feature inclusions depend on the plan purchased. Current plan inclusions are set out at metricsmate.com.au/#pricing and may be updated from time to time; Clients will be notified of any material reduction to their existing plan's inclusions.
• Setup timelines are estimates only and may vary based on the complexity of the Client's business and how promptly the Client provides the information needed for setup.

3. Fees, Billing & Payment Terms

• Fees are as set out on our website at the time of sign-up, or as otherwise agreed in writing, in Australian Dollars (AUD). MetricsMate is not currently registered for GST; fees do not include GST. If this changes, the Terms and pricing will be updated accordingly and Clients notified.
• A one-time setup fee is payable upon sign-up. Monthly subscription fees are billed in advance on a recurring basis from the Commencement Date.
• We will provide at least 30 days' written notice (via email) of any increase to recurring subscription fees. If the Client does not agree to a price change, the Client may cancel under clause 4 before the change takes effect. Continuing to use the Services after the change takes effect constitutes acceptance of the new pricing.
• If payment is not received by the due date, we may suspend the Services until payment is made.
• Introductory or promotional pricing (including any limited-time or "founding client" offers) applies only for the period stated at the time of the offer and does not apply to renewals or extend automatically to other pricing.

4. Cancellation & Auto-Renewal

• Plans renew automatically each billing period unless cancelled.
• The Client may cancel at any time by giving [30] days' written notice to [email protected]. Cancellation takes effect at the end of the then-current billing period; part-month fees already paid are not refunded.
• One-time setup fees are non-refundable once setup work has commenced, except where a refund is required under the Australian Consumer Law.
• We may suspend or terminate the Services immediately for non-payment, illegal use, or abusive conduct toward our staff, or after [14] days' notice for any other unremedied breach of these Terms.

5. The Missed-Call Guarantee

• Where advertised, the "Missed-Call Guarantee" means: if the missed-call text-back automation fails to send an automatic reply to a missed call within the Client's first 30 days of go-live, due to a fault in MetricsMate's system (and not due to the Client's phone carrier, a network outage, Client misconfiguration, or a third-party platform failure outside MetricsMate's reasonable control), MetricsMate will credit the Client one month's subscription fee.
• To claim, the Client must notify MetricsMate within 7 days of the missed text-back, including the date, time, and phone number involved, so it can be verified.
• This guarantee applies only to the missed-call text-back feature. It does not extend to other features, lead quality, whether a lead converts into a booked job, or general business outcomes.

6. Client Obligations & Consent

• The Client must provide accurate, current business information and reasonably cooperate with setup (e.g. providing access needed to configure call forwarding or port a phone number).
• The Client is solely responsible for ensuring that messages sent to the Client's own customers via the Services (SMS, calls, emails) comply with the Spam Act 2003 (Cth), the Privacy Act 1988 (Cth), and the Do Not Call Register Act 2006 (Cth) — including holding appropriate consent from those customers to be contacted.
• The Client must not use the Services to send unlawful, misleading, defamatory, or harassing content.
• MetricsMate is not responsible for the content of messages configured or approved by the Client, or for the accuracy of information the Client provides about their own business.

7. Intellectual Property & Data Ownership

• MetricsMate (or its licensors) retains all intellectual property rights in the underlying software, templates, automation workflows, and know-how used to deliver the Services.
• The Client retains ownership of their own business data, including customer records, call data, and communications content entered into or generated through their account ("Client Data").
• On termination, the Client may request an export of their Client Data within [30] days; after this period MetricsMate may delete Client Data in line with its data retention practices.

8. Third-Party Platforms

The Services are built on third-party platforms and infrastructure, including but not limited to GoHighLevel (CRM and automation), SMS/calling infrastructure providers, and Google (Business Profile, reviews). MetricsMate is not liable for outages, changes, or limitations imposed by these providers that are outside its reasonable control, though we will use reasonable efforts to minimise disruption.

9. Liability & Australian Consumer Law

• Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded.
• To the maximum extent permitted by law, and subject to the above, MetricsMate's total liability arising out of or in connection with the Services is limited, at MetricsMate's option, to re-supply of the Services or the fees paid by the Client in the [3] months preceding the claim.
• MetricsMate is not liable for indirect, special, or consequential loss (including loss of profits or anticipated savings), except where such exclusion is not permitted by law.

10. Term & Termination

These Terms commence on the Commencement Date and continue until terminated under clause 4. On termination, outstanding fees become immediately due and payable, access to the Services ceases, and clause 7 applies to the return or deletion of Client Data.

11. Governing Law, Disputes & Changes to These Terms

• These Terms are governed by the laws of [New South Wales], Australia, and the parties submit to the non-exclusive jurisdiction of that state's courts.
• Before starting formal legal proceedings, the parties agree to first attempt to resolve any dispute in good faith through direct discussion, and if unresolved, through mediation.
• We may update these Terms from time to time. Material changes will be notified to active Clients by email at least [14] days before taking effect. Continued use of the Services after that date constitutes acceptance of the updated Terms.