Terms of Service

1. About these terms

These terms are an agreement between Lister Labs Pty Ltd, trading as ChatLead (“ChatLead”, “we”, “us”), and the business that creates a ChatLead account (“you”). They apply when you create an account, start a trial, subscribe or otherwise use ChatLead. Our Privacy Policy and Refund & Cancellation Policy form part of these terms.

If you accept these terms on behalf of a business, you confirm that you are allowed to do so.

2. Accounts and eligibility

• ChatLead is for businesses and other organisations, not for personal or household use. You must be 18 or older to create an account.
• Give us accurate details, including an email address you check.
• Keep access to your email account secure, because we sign you in with emailed links. You are responsible for the people you give access to your account and for what happens in it.
• Tell us straight away if you think someone has accessed your account without permission.

3. The service

ChatLead provides an AI chat widget for your website, an AI phone receptionist that answers calls forwarded to a ChatLead number, lead capture, a dashboard with a simple CRM, email and SMS lead alerts, call summaries, guided setup with Mia, and optional connections to other apps. What is included depends on your plan, as shown on our pricing page.

Phone numbers depend on availability in your country and on the regulator accepting your business details. A ChatLead number is provided as part of the service; it is not transferred to you.

We keep improving ChatLead and may change features. If a change materially reduces what you have paid for, we will tell you beforehand and you can cancel. Parts of ChatLead rely on providers such as Twilio, OpenAI and Stripe, and on the apps you connect, so their availability can affect ours.

4. Your responsibilities

Use ChatLead lawfully

Follow the laws that apply to your business, including privacy, spam, telemarketing, call recording and consumer laws. Don’t use ChatLead to mislead or harass people, to send spam, for anything unlawful, or to collect information it isn’t designed for, such as health records or payment card numbers. Don’t try to get around our security, allowances or limits, or copy or resell the service.

Tell your callers and visitors

Where the law requires it, tell people that they are talking to an AI receptionist, that their calls and chats are transcribed and stored, and, if you or your phone provider record calls, that the call may be recorded. A greeting such as “Hi, you’ve reached the AI receptionist for Smith Plumbing. This call is transcribed and saved.” covers the first two. Explain in your own privacy policy that you use ChatLead to answer calls and chats.

SMS and email alerts

Only add an email address or mobile number to receive alerts if the person who uses it has agreed. We check each mobile number with a code, and anyone can reply STOP to stop SMS alerts.

Your business information

The AI answers from the business details, knowledge base, greeting and instructions you give it. Keep them accurate, up to date and lawful, especially prices, opening hours, service areas and anything you promise customers.

Call forwarding and numbers

You control call forwarding on your existing number. Set it up correctly, test it, and remove it before a trial ends, when you cancel, or before a ChatLead number is released, or callers may not reach you. Your phone company may charge for forwarding. If you turn on call transfers, the transfer number must be one you are entitled to use.

Following up

You are responsible for responding to the enquiries ChatLead collects, and for the quotes, bookings and commitments you make. Check the details before you rely on them.

5. AI limitations

ChatLead uses AI to understand and answer people. AI answers can be incomplete, out of date or wrong, and speech recognition can mishear names, numbers and addresses. The AI is instructed not to invent prices, availability or guarantees, but it can still make mistakes. It does not give legal, medical, financial or other professional advice.

6. Trials

Free website trial

• Each account owner gets one free website trial, for their first business. No card is needed and you are never charged for it.
• Install the chat widget on your website within 7 days of opening your account; your dashboard shows the exact date. Your 7 days of live website chat start when the widget is installed, or when you start the trial from your dashboard.
• The trial includes 200 AI replies, 100 email alerts and 10 SMS segments in total, plus 10 preview replies and up to 3 website lookups during setup.
• If your trial captures fewer than three leads with contact details, you can extend it once by 7 days, from two days before it ends until 7 days after. Allowances don’t reset.
• When the trial ends, live AI replies and alerts pause; if an allowance runs out first, only that feature pauses. Your setup and saved leads stay in your dashboard.

Paid phone trial

• A new account can buy one phone trial for a one-off AUD 9.90, USD 6.90, GBP 4.90, CAD 9.90 or NZD 12.90, charged in your currency, where a local number is available. Business verification is required. It does not renew.
• It includes 7 days and 15 minutes of AI phone answering on a local number, starting when the number is ready. Calls are limited to five minutes each, one at a time, and are counted in whole minutes. Call transfers are available only after you subscribe.
• If you subscribe before your trial number is released, seven days after the phone trial ends, the full trial payment is taken off your first monthly subscription, in the same currency. If your number was never activated, this credit applies until 14 days after payment.
• If your number is not activated within 14 days of payment, we refund the trial payment automatically.
• If you don’t subscribe, we release the trial number seven days after the trial ends. After that it may be given to someone else.

7. Fees and billing

• Our plans (Starter, Pro and Agency) are monthly subscriptions at the prices on our pricing page. You pay in your local currency if you are in Australia, the United States, Canada, the United Kingdom or New Zealand, and in Australian dollars everywhere else. If you have a phone trial credit, your subscription uses the trial’s currency.
• Stripe takes payment when you subscribe and at the start of each monthly billing period, and your subscription renews automatically until you cancel. The amount is shown in Stripe’s checkout before you pay.
• If a payment fails, Stripe may retry it and your plan keeps working while it does. If payment still can’t be collected, your subscription may be cancelled or marked unpaid, and live AI replies, phone answering and alerts then pause until it is paid or you subscribe again. Your saved records stay in your dashboard.
• Owners and admins can change plans from Billing. Stripe shows the new price and any adjustment for the current billing period before you confirm.
• If we change a plan’s price, we will email you at least 30 days before the new price applies to your subscription, and you can cancel before then.
• Cancellation and refunds are covered in our Refund & Cancellation Policy.

8. Plan allowances and limits

Each plan includes the allowances and limits shown on our pricing page: monthly AI website chat messages, voice minutes and SMS messages, and a set number of phone numbers, businesses and team seats. Monthly allowances reset at the start of each billing period and don’t carry over. When one plan covers several businesses, they share its allowances.

When you reach an allowance, the feature that uses it can pause until it resets or you move to a larger plan. For example, the chat asks visitors to leave their contact details instead of replying with AI, and calls to your ChatLead number get a busy signal. We never charge automatic overage fees.

To keep ChatLead reliable for everyone, we also limit how quickly requests, messages and emails can be sent.

9. Suspension and termination

You can stop using ChatLead and cancel your subscription at any time.

We may suspend or limit your account if:

• you seriously or repeatedly break these terms;
• your use is unlawful, puts people or the service at risk, or harms others;
• payment can’t be collected; or
• a provider, regulator or the law requires it.

Where it is reasonable, we will tell you first and give you a chance to fix the problem. We may end the service for everyone, or for you without cause, by giving at least 30 days’ notice and refunding any fees you have prepaid for the period after it ends.

When your account ends, live features stop and we handle your information as our Privacy Policy describes. If you need a copy of your records, ask us before your account is closed.

10. Partner and referral program

Partners, such as agencies and resellers, join our partner program by separate agreement with us. Commission rates and payment terms are set in that agreement. Partners must describe ChatLead accurately.

If you sign up through a partner’s referral link or demo, we record that partner against your account. The partner can see your email address, plan, monthly price and when you subscribed, but not your conversations, leads, calls or CRM records.

Partners can build demo workspaces for prospects. Demo workspaces belong to the partner, are never billed and can’t start a subscription or buy a phone number. When a prospect activates a demo, it moves into the prospect’s own account as their trial.

11. Intellectual property

We own ChatLead, including its software, design, Mia and our brand. While you have an account, you may use ChatLead, and install our chat widget on your websites, for your business. You may not copy, modify, resell or reverse engineer ChatLead except where the law allows it.

You own your content, including your business information, knowledge base, leads and conversation records. You give us permission to host, copy, process and transmit it to provide, support and secure ChatLead for you. If you send us feedback, we may use it without owing you anything.

12. Data and confidentiality

Our Privacy Policy explains how we handle personal information. We handle information about your callers and website visitors on your behalf and according to your settings, and you are responsible for having the notices and consents the law requires to collect it through ChatLead.

Each of us will keep the other’s non-public business information confidential and use it only for this agreement, unless the other agrees, the information is already public, or the law requires disclosure. We do not sell your data or use it to train AI models.

13. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or compensation for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in these terms excludes, restricts or changes those guarantees, or any rights you have under the laws of New Zealand, the United Kingdom, Canada, the United States or elsewhere that cannot be excluded.

14. Limits on liability

To the extent the law allows:

• apart from the guarantees and rights that cannot be excluded, we don’t promise that ChatLead will be uninterrupted or error-free, or that every AI answer will be accurate;
• where our liability for failing to meet a consumer guarantee can be limited, it is limited to supplying the services again or paying the cost of having them supplied again;
• neither of us is liable to the other for indirect or consequential loss, or for lost profits, revenue or opportunities, such as a missed lead or job; and
• our total liability to you in connection with ChatLead is limited to the fees you paid us in the 12 months before the event that caused the claim.

These limits don’t apply to liability for fraud or wilful misconduct, or to liability that the law does not allow to be limited. Each party’s liability is reduced to the extent the other party caused or contributed to the loss.

15. Changes to these terms

We may update these terms and will post the new version here with a new effective date. If a change is likely to disadvantage you, we will tell you by email or in your dashboard at least 30 days before it takes effect, and you can cancel before then. Changes needed for legal or security reasons may apply sooner.

16. Governing law and general terms

These terms are governed by the laws of Australia, and the courts of Australia have non-exclusive jurisdiction. If you are outside Australia, you keep any rights under your local law that cannot be excluded.

If a dispute arises, contact us first and we will try in good faith to resolve it. If part of these terms can’t be enforced, the rest still applies. Not enforcing a term is not a waiver of it. You may not transfer your account without our written agreement. We may send you notices by email or in your dashboard.

17. Contact us

Lister Labs Pty Ltd trading as ChatLead. Email hello@chatlead.io with any question about these terms.