Terms of use

1. What Harbour is

Harbour is a product of At Ease AI Technologies Pty Ltd (ABN 47 699 501 883). In these terms “we” means that company; “you” means the business subscribing.

Every paid plan includes one Australian mobile number, and on the Free plan you can add one at cost (section 2). An AI assistant answers it, takes messages, transcribes each call, writes you a summary, and keeps a record of who rang. It can text you a summary after a call, and you can text Pier from a phone you have confirmed.

Pier is the AI you talk to about your calls. It also keeps the notes the phone assistant reads before every call, based on what you tell it.

2. What it costs

Plans and prices are on the pricing page. The plan price and the extra-use rates that apply to you are the ones shown when you subscribe or switch extra usage on, and they change only as this section says. Every paid plan includes your number and is the whole product; they differ only in the size of the monthly allowance, which the pricing page shows as minutes of answered call. Calls, texts and conversations with Pier all use the same allowance.

• Prices are in Australian dollars and include GST.
• The Free plan does not include a phone number. A number of your own on the Free plan costs A$12.77 a month. That is what our carrier charges us for the number, plus GST: what we pay is what you pay. It comes with the Free plan's allowance and renews like any plan until you cancel. It is charged monthly (there is no yearly option), a whole month at a time from the day you add it rather than from the 1st, because that is how our carrier charges us for the number.
• Your plan renews automatically — every month, or every year on a yearly plan — and is charged to your card until you cancel, or until a payment is still unpaid after the last try (section 3).
• Every plan bills on the 1st of the month, at 10 am Melbourne time (11 am during daylight saving), except a number on the Free plan, which is charged from the day you add it (above). If you join one of those plans partway through, you pay only for the rest of that month. If the remainder is less than two days, we do not charge for it.
• Your allowance resets on the 1st. It does not roll over.
• Going past your plan is off unless you switch it on. Until you do, the line stops taking new calls when the allowance runs out, rather than running up a bill you did not agree to. Callers hear that the number can't take calls right now.
• When extra usage is on, use past your plan is charged at the extra-use rates on the pricing page. It is charged to your card once a day, separately from your plan; an amount under A$0.50 carries over to the next day. If a daily charge is declined, extra usage pauses, so the line stops at your plan again until it is paid.
• You can set a ceiling on extra use. When your extra use reaches it, the line stops taking new calls. A call already in progress is allowed to finish, up to 20 minutes, and is charged, so your bill can go past the ceiling by what calls in progress use.
• We may change prices. We will tell you at least 30 days beforehand, by email to the address on your account. A new plan price applies from your first renewal after those 30 days; on a yearly plan, the price you paid holds until the year ends. A new extra-use rate applies only to use after it takes effect. You can cancel before any change takes effect.

3. Leaving, and money back

Cancel whenever you like, from inside the app, on Stripe's own page. No phone call, no retention offer, no notice period. Your line keeps answering until the end of the period you have paid for. A number added on the Free plan is cancelled the same way, and ends the same way: when the month you have paid for ends, the line stops answering and the account is put on hold, as it is when any plan ends. It does not return to the Free plan by itself. Its number is kept for 30 days and then given back, as section 4 says. Without a number there is nothing to cancel on the Free plan: email us and we will close your account and release any number it holds.

If a payment for your plan does not go through, we email you, and our payment provider may try your card again over the days that follow. It cannot try again a card that has been cancelled, lost or replaced, or one your bank wants you to confirm, until you update it under Manage billing. Your line keeps answering in the meantime. If the payment is still unpaid after the last try, your subscription is cancelled and ends as any plan does: the line stops answering and the account is put on hold. We email you when that happens, and section 4 says what happens to your number. To come back, subscribe again from Usage & billing.

Anything you ran up past your plan before cancelling is still payable — it has already been spent on your behalf.

If something has gone wrong, ask for a refund through the app. A person reads every request. Under the Australian Consumer Law, if Harbour is not supplied with due care and skill, or is not fit for a purpose you told us about, you are entitled to a remedy. If the failure is major, you can cancel and get a refund for the part you have not used. Those rights do not depend on our agreement, and nothing in these terms takes them away. Beyond them, whether to refund is our decision, and we will tell you the reason.

Apart from a payment still unpaid after the last try (above), we may end your subscription only by giving you at least 30 days' notice, for example if we stop offering Harbour. If we do, we will refund anything you have paid for time after it ends.

4. Your phone number

Your number is an Australian mobile, so it takes calls and texts. You choose it once, from a list, and it is yours to use while your account is open. If you need a different one, ask us.

We register Harbour's numbers with the carrier under our own business identity, so you are not asked for identity documents.

When your subscription ends, the line stops answering.

If it was a Free + number subscription, we keep the number for 30 days after the subscription ends. Subscribe again within those 30 days, to Free + number or to any plan, and the number is still yours. After 30 days we give it back to the carrier, and once we have, it cannot be recovered. Usage & billing shows the last day it is kept.

If it was any other plan, we may later give the number back to the carrier, and once we have, it cannot be recovered either. If you want to keep the number when you leave, ask us before you cancel.

5. What you are responsible for

You are the one whose phone this is, so the people who ring it are your responsibility:

• Tell your callers what you do with their information. Harbour is instructed to open every call by saying it is your personal AI assistant, and that instruction cannot be switched off. It writes down what callers say as a transcript for you. It does not announce that at the start; if a caller asks whether the call is recorded, it is instructed to say yes. The AI speaks the opening, so a caller who talks over it may not hear it all; it is instructed to say it is an AI in its next reply. In some states the law requires everyone on a call to agree before it is recorded, and none of this meets your own privacy and recording obligations to your callers, which remain yours.
• Do not use Harbour for marketing. It answers calls; it does not make them. Using the text messaging to send unsolicited marketing would breach the Spam Act and is not permitted here.
• Keep what you tell Pier accurate, and never tell it a figure the seller has not made public. Pier turns what you tell it into notes, and the phone assistant repeats what the notes say. It cannot check them against your listings, so if a note is wrong, it will say something wrong. Give Pier a price only once it is advertised, and a reserve only once it has been published. Do not tell Pier a seller's reserve, minimum or bottom line before then, even to ask it to keep it private. We screen notes for a seller's private figures, and the assistant is instructed never to state them, but neither can catch every way of putting it. What is said about price on your behalf is regulated in Victoria, and you remain responsible for it as the agent. This does not limit our responsibility for faults in Harbour itself. The notes in use are listed in Settings under What Pier knows, and you can ask Pier to change or remove any of them.
• One line, one business. An account is for the business that holds it. If you work for or under a licensed estate agency, you confirm that the agency's licensee has agreed to you using Harbour for calls about its listings, and to what you tell Pier about its sellers, because the licensee answers for what is said about them.

We may suspend your line only if a payment is still unpaid after the payment provider has finished retrying it (we email you when a payment fails, and section 3 says how that ends your subscription), or if Harbour is being used to break the law or puts somebody at risk of harm. In the second case we will tell you why and, unless the risk is urgent, give you a chance to fix it first. If a daily charge for extra use is declined, only extra use pauses; calls within your plan carry on. If we suspend or end your line by mistake, we will credit the time lost.

6. What we do not promise

We will try hard to keep your line answering, and we have built it to keep answering even when other parts are broken. But we do not promise a particular level of uptime, and Harbour depends on a telephone carrier and several other companies we do not control.

The phone assistant will sometimes get things wrong, and so will Pier, including in the notes it writes. It may mishear a name, miss a detail, or fail to pick up a nuance a person would. Read the transcript before acting on anything that matters. Do not use Harbour as the only way to reach you in an emergency.

Harbour's published plans cost less than A$100 a month, and the calls it answers can concern sales worth far more. We could not offer it at these prices if we carried the value of every sale a call might touch. So, except where the law does not allow it: neither of us is liable to the other for lost profit, revenue or commission, or for indirect loss; and each of us is liable to the other under these terms, in any 12 months, for no more than the greater of what you paid us in those 12 months and A$1,000. This limit does not apply to fees you owe us for Harbour, to fraud, or to anything the law does not allow to be limited.

7. Your information and your callers'

How we handle both is set out in the privacy policy. In short: the records of your calls are held for you, we act on your instructions about them, and we keep them for seven years unless you ask us to remove one sooner.

What is yours stays yours. We do not claim ownership of your calls, your transcripts, your contacts or anything you put into Harbour. We do not sell them, and we do not use them to train AI models. The AI providers that process what is said on your calls, OpenAI and Anthropic, do not train their models on what we send them, under the terms of our accounts with them. Our telephone carrier, Twilio, says it may use call and message data to train systems that detect fraud, spam and security threats, and Stripe does the same with payment information.

8. Changing these terms

Harbour is one service, run the same way for every customer, on a carrier, AI providers and a payment provider whose own terms change. So we may change these terms, but only to reflect a change in the law or a regulator's guidance, a change in what those suppliers charge or require of us, or a change to Harbour itself, or to correct or clarify them. Prices change only as section 2 says.

If a change could leave you worse off, we will tell you at least 30 days before it takes effect, by email to the address on your account, and show you the new wording. You can cancel at any time before then at no cost. If you have paid in advance for time after the change takes effect (a yearly plan, for example), we will refund that part.

A change that only benefits you, or that the law requires sooner, can take effect straight away. We will still tell you about it.

We will ask you to agree to the new terms in the app. If you keep using Harbour after the change takes effect, the new terms apply from then.

We keep every earlier version of these terms, with the dates it applied, and will give you a copy of any of them on request.

9. The legal bits

These terms are governed by the law of Victoria, Australia, and the courts of Victoria have jurisdiction. If part of them is unenforceable, the rest still stands.

At Ease AI Technologies Pty Ltd
ABN 47 699 501 883 · ACN 699 501 883
Unit 10, 20 Duerdin Street, Clayton VIC 3168, Australia
hello@ateaseai.com.au