Last Updated: 16 February 2026
These Terms of Service (“Terms”) govern your access to and use of the services provided by Ceptionist (“we”, “us”, “our”), including our AI-powered virtual receptionist platform, website, and related services (collectively, the “Service”). By subscribing to or using the Service, you (“Customer”, “you”) agree to be bound by these Terms.
1.1. Ceptionist provides an AI-powered virtual receptionist service that handles inbound telephone calls, appointment scheduling, and customer interactions on behalf of your business.
1.2. The Service includes, depending on your subscription plan: a dedicated phone number, AI call handling, appointment booking integration, SMS notifications, call analytics, and related features as described on our pricing page.
1.3. The Service relies on third-party providers including, but not limited to, telephony networks, AI language models, and payment processors. We do not guarantee uninterrupted availability of third-party services.
2.1. You must provide accurate, complete, and current information during registration. You are responsible for maintaining the confidentiality of your account credentials.
2.2. Subscriptions are billed monthly in advance at the rate specified for your chosen plan (Starter or Advanced). All prices are in New Zealand Dollars (NZD) unless otherwise stated.
2.3. Payments are processed securely via Stripe. By subscribing, you authorise recurring charges to your payment method. Failed payments may result in suspension of the Service.
2.4. You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. No pro-rata refunds are provided for partial billing periods.
2.5. We reserve the right to modify pricing with 30 days’ written notice. Continued use of the Service after a price change constitutes acceptance of the new pricing.
3.1. We strive to maintain high availability of the Service but do not guarantee 100% uptime. The Service is provided on an “as available” basis.
3.2. We reserve the right to temporarily suspend or restrict access to the Service, in whole or in part, at any time for scheduled or emergency maintenance, updates, security patches, infrastructure changes, or any operational reason we deem necessary. We will endeavour to provide reasonable advance notice of scheduled maintenance where practicable, but emergency maintenance may occur without prior notice.
3.3. We shall not be liable for any loss, damage, or inconvenience arising from any downtime, service interruption, or degraded performance, whether planned or unplanned.
3.4. During periods of Service unavailability, calls to your dedicated number may be routed to your nominated fallback number, where configured. We do not guarantee fallback routing will function during all outage scenarios.
4.1. You agree to use the Service only for lawful business purposes and in compliance with all applicable laws and regulations, including the New Zealand Telecommunications Act 2001 and the Privacy Act 2020.
4.2. You shall not:
4.3. We reserve the right to suspend or terminate your account immediately if we reasonably believe you are in breach of this section.
5.1. You retain ownership of all data you provide to us and all data generated through your use of the Service (“Customer Data”), including call recordings, transcripts, customer contact details, and booking information.
5.2. We process Customer Data solely for the purpose of providing the Service. We will not sell, share, or disclose Customer Data to third parties except as necessary to deliver the Service (e.g., telephony providers, booking platforms) or as required by law.
5.3. You are responsible for ensuring you have obtained all necessary consents from your customers for the collection and processing of their personal information through the Service, including any call recording disclosures required by applicable law.
5.4. We implement reasonable technical and organisational measures to protect Customer Data. However, no system is completely secure, and we cannot guarantee absolute data security.
5.5. Upon termination of your account, we will retain Customer Data for a period of 30 days, after which it may be permanently deleted. You may request data export during this period.
6.1. All rights, title, and interest in the Service, including software, AI models, designs, trademarks, and documentation, remain our exclusive property.
6.2. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for the duration of your subscription, solely for your internal business purposes.
6.3. Any feedback, suggestions, or ideas you provide regarding the Service may be used by us without obligation or compensation to you.
7.1. To the maximum extent permitted by law, Ceptionist, its directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to: loss of revenue, loss of profits, loss of business or anticipated savings, loss of data, or loss of goodwill, however caused and under any theory of liability.
7.2. Our total aggregate liability for any claims arising out of or relating to these Terms or the Service shall not exceed the total fees paid by you to us in the three (3) months immediately preceding the event giving rise to the claim.
7.3. Without limiting the foregoing, we are not liable for:
7.4. You acknowledge that AI-generated responses may occasionally be inaccurate or inappropriate, and you accept this inherent risk of AI technology. You are responsible for monitoring and reviewing Service performance.
8.1. You agree to indemnify, defend, and hold harmless Ceptionist and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Service; (b) your breach of these Terms; (c) your violation of any applicable law or regulation; (d) any dispute between you and your customers relating to the Service.
9.1. Either party may terminate these Terms at any time by providing written notice. Your access to the Service will continue until the end of the current billing period.
9.2. We may suspend or terminate your access immediately, without notice, if: (a) you breach any provision of these Terms; (b) your payment method fails and is not rectified within 7 days; (c) we are required to do so by law; (d) we cease offering the Service.
9.3. Upon termination: (a) your licence to use the Service immediately ends; (b) your dedicated phone number will be released; (c) we will retain your data for 30 days as described in Section 5.5.
10.1. The Service is provided “as is” and “as available” without warranties of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
10.2. We do not warrant that: (a) the Service will meet your specific requirements; (b) the Service will be uninterrupted, timely, secure, or error-free; (c) the AI receptionist will handle all calls perfectly or to your satisfaction; (d) any defects in the Service will be corrected.
11.1. We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to: natural disasters, pandemics, government actions, telecommunications failures, power outages, cyberattacks, or third-party service provider outages.
12.1. We reserve the right to modify these Terms at any time. Material changes will be notified via email or through the Service with at least 14 days’ notice.
12.2. Continued use of the Service after the effective date of any modification constitutes acceptance of the updated Terms. If you do not agree with the changes, you must discontinue use and cancel your subscription.
13.1. These Terms are governed by and construed in accordance with the laws of New Zealand.
13.2. Any disputes arising out of or relating to these Terms shall first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, either party may submit the dispute to the courts of New Zealand.
14.1. These Terms constitute the entire agreement between you and Ceptionist regarding the Service and supersede all prior agreements and understandings.
14.2. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
14.3. Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
14.4. You may not assign or transfer these Terms without our prior written consent. We may assign these Terms without restriction.
For questions about these Terms, contact us at: