Client Terms of Service

1. The agreement

These terms apply when you sign up for any service from [Legal entity name], ABN [ABN], trading as The Carrot Lab (“we”, “us”). Your order, our proposal and these terms together make up our agreement. You accept them by ticking the box at signup or paying your first invoice.

2. Our services

We offer the plans and add-ons shown on your order: web page setup and hosting, web page Google Business Profile management and the AI Voice Agent, either on its own or bundled with web page hosting. Your order lists exactly what’s included and what it costs.

3. Getting started

You’ll give us your content, logo, photos, business details and access to your Google Business Profile within 14 days of signup. We’ll send your page for approval before it goes live. If we don’t hear back within 14 days of sending it, we may publish it as is.

4. Fees and payment

• Setup fees are paid upfront and are non-refundable once work has started.
• Monthly fees are charged in advance through Stripe on the same date each month until you cancel.
• If a payment fails, we’ll let you know. If it’s still unpaid after 14 days, we may pause your services until it’s paid.
• We’ll give you at least 30 days’ written notice before changing your monthly fee.

5. Cancelling

Monthly plans run month to month. Cancel by emailing grow@thecarrotlab.com.au at least 7 days before your next billing date. Your service runs to the end of the month you’ve paid for. We don’t refund part months.

6. Your domain

Domains are registered in your business name through our supplier wherever possible. We include a 2-year registration. The domain is yours. If required, we can help you transfer it to another provider on request. Renewals after the included period are $37 per 2 years.

7. Your landing page

Your page is built and hosted on our platform. You own your content: your text, photos, logo and business information. Our templates, layouts and build remain ours. If you cancel, your page comes down at the end of your paid period, and we’ll send you a copy of your content on request.

8. Edits

Your ongoing web page costs includes small edits per month, such as changing text, photos, prices or opening hours. Bigger changes like new sections or a redesign are quoted separately. Unused edits don’t roll over.

9. Google Business Profile

You stay the owner of your profile. We’re added as a manager. Google controls rankings, reviews, verification and suspensions, so we can’t guarantee any outcome. You agree not to ask us to post fake reviews or misleading information.

10. AI Voice Agent

• The Voice Agent answers calls, takes messages, answers common questions you approve and can book appointments.
• It’s AI and can occasionally get things wrong. Check messages and bookings promptly and follow up directly with callers.
• It isn’t an emergency service. It will tell callers in an emergency to hang up and call 000.
• Every call opens by telling the caller they’re speaking with an AI assistant and the call may be recorded. You agree not to ask us to remove this.
• Your plan includes a set number of calls each month. Calls beyond that are [charged at $X each / sent to voicemail]. Unused calls don’t roll over.
• Phone numbers we supply stay on our account. If you cancel, we can port the number to you for [a fee of $X / free] where the carrier allows it.

11. Your responsibilities

You confirm that the content and information you give us is accurate, that you have the right to use it, and that your advertising follows the Australian Consumer Law and any rules for your industry. If you’re an AHPRA-registered health practitioner, that includes the ban on using testimonials in advertising. You also need your own privacy policy that covers calls handled by the Voice Agent.

12. Personal information

We handle personal information in line with our Privacy Policy. For Voice Agent calls, we handle caller information on your behalf and only use it to provide the service to you.

13. Your rights under consumer law

Our services come with guarantees that can’t be excluded under the Australian Consumer Law. Where the law allows us to limit our liability, it’s limited to supplying the service again or refunding fees you paid in the 3 months before the claim. We aren’t liable for indirect loss such as lost profits, missed calls or lost bookings.

14. Ending the agreement

Either of us can end this agreement by notice if the other seriously breaches it and doesn’t fix the problem within 14 days of being asked. We may also end it straight away if you use our services for anything unlawful.

15. Changes to these terms

We may update these terms. We’ll email you at least 30 days before a change that affects you. If you don’t agree, you can cancel before it takes effect.

16. Disputes and governing law

If there’s a problem, contact us first and we’ll work to sort it out within 30 days. These terms are governed by the laws of Queensland.