Direct customers

Customer Terms of Service

These terms are the contract between VoxaLink and a direct customer who buys services for that customer's own business. They do not appoint you as a reseller. If you supply VoxaLink services to other organisations under your own brand or as their provider, the Reseller Agreement applies instead.

Version 2.3Last updated 8 September 2026

1. The agreement

This agreement is between Avanser Pty Ltd ABN 15 107 330 049 trading as VoxaLink ("VoxaLink", "we", "us") and the customer named in the application, order or account ("you").

The agreement is made up of these Customer Terms, the Acceptable Use Policy, the Scam, spam and disruption policy, the Customer Service Guarantee Waiver, the plan or order we accept, any Critical Information Summary we give you for a plan, and any other document we both agree in writing is part of the agreement. The Privacy Policy, Complaints Handling Policy and Financial Hardship Policy apply as stated in those documents.

If you use API keys, webhooks or similar integrations, the API and Integration Terms apply. If you connect your own carrier or communications provider, the BYOC Policy applies.

If there is an inconsistency, the accepted order or Critical Information Summary prevails for the commercial details of that plan (including price, term and inclusions). These Customer Terms prevail over policies for contract interpretation, except that the Acceptable Use Policy and the Scam, spam and disruption policy prevail for use restrictions and disruption. A later accepted order prevails over an earlier one to the extent of the inconsistency.

2. Dictionary

Customer content means call audio, call metadata, message content, voicemail, recordings, transcripts, AI prompts and outputs, contacts, configuration, files, and other material you or your users submit to or generate through the services.
End user means a person you authorise to use the services, including staff, contractors and people you give an extension, login, number or device.
Order means an online application, signed order, accepted quote, or plan selection we confirm.
Services means the hosted phone system, numbers, calling, messaging, applications, AI features, recording, transcription, portals and related services we supply to you under an order.
Taxes means GST and other taxes, duties and government charges, other than tax on our net income.

3. Formation and electronic acceptance

You may accept this agreement electronically, including by ticking an acceptance checkbox, submitting an online application, signing an order, or otherwise telling us you agree.

If you accept for a company or other entity, you represent that you are authorised to bind that entity. If you are not authorised, you must not accept.

An application is a request for service. It is not our acceptance and does not activate the service. We may ask for more information, run identity, credit, porting, fraud, scam-risk or feasibility checks, verify rights of use for numbers and sender IDs, and accept or reject the request.

The agreement starts when we confirm acceptance, provision the service, issue credentials, connect a number or tenant, or otherwise make the service available, whichever happens first. We will keep a record of the version you accepted and the time of acceptance.

You must be 18 or older. The services are supplied for business use. They are not a consumer residential telephone service. Small-business protections under the Australian Consumer Law and telecommunications rules still apply where those laws say they do.

4. What we supply

We supply the services described in your order. Depending on what you buy, that may include:

a hosted phone system, extensions, call routing, voicemail, call queues and tenant administration
phone numbers, inbound and outbound calling, and SMS
the VoxaLink mobile app, customer portal, reporting, billing and support
AI voice agents, call screening, reception or reservation-style flows, transcription, summaries and related automation
call recording and storage where enabled
setup, migration, number porting or other professional services we agree to provide

5. Plans, information before sale, and changes to what you buy

Before you buy a telecommunications plan we will make a Critical Information Summary available for that offer. The summary is the plain-language description of the offer, minimum charges, important limitations and what it costs to leave early if a minimum term applies.

Recurring services run month to month unless the order or Critical Information Summary states a minimum term. If a minimum term applies, early termination charges apply only as stated in that order or summary.

We may change a service where we need to for security, law, network operation, supplier change or product evolution. If a change is likely to cause you more than minor detriment, we will give you at least 30 days' notice and you may cancel the affected service before the change takes effect without early termination charges for that service. Urgent security or legal changes may take effect on shorter notice, and we will tell you as soon as we reasonably can.

6. Your responsibilities

You must use the services in accordance with this agreement, the Acceptable Use Policy and applicable law. You are responsible for your end users as if their acts were yours.

You must keep account, billing, technical, emergency-service and authorised-contact information accurate and current. You must have authority to request services, port numbers, present caller ID, create end-user accounts, and submit personal information for the people affected by your request.

You are responsible for your own devices, handsets, local network, firewalls, power, internet access and physical security. The services need a suitable internet connection. They will not work if that connection, power, or your equipment is unavailable.

You must tell your end users about emergency-calling limitations, recording and AI notices, and acceptable-use rules where those things apply to their use.

7. Numbers

A number is a right of use, not property. Allocation, routing, porting, quarantine and recovery follow carrier, upstream-provider and regulatory rules, including the Telecommunications Numbering Plan and industry numbering codes.

You must not use a number, caller ID or sender ID that is false, misleading, spoofed, unauthorised, or presented in a way that is unlawful.

If the agreement ends, or a number service is cancelled, we may recover the number in accordance with numbering rules. We will not unreasonably refuse a valid port-out request while your account is in good standing and you have authority to port. We may refuse or delay a port where fees are overdue, the request is disputed, we reasonably suspect scam or fraud, the ACMA or numbering rules require it, or the law or industry process requires it. We may refuse to port out a number used or suspected to have been used in a scam.

You must keep the service address and other location information we need for the Integrated Public Number Database and emergency calling current. You must not use a geographic number in a way that misleads callers about where you are.

8. Porting

Porting needs the number owner's authority and accurate losing-provider account details. We may ask for identity, rights-of-use or authority evidence before we action a port. We may refuse a port-in or port-out where we reasonably suspect identity fraud, unauthorised transfer, or scam use of the number.

We do not control the losing provider, the gaining provider where that is not us, or industry porting systems. A port can be delayed, rejected or reversed. We are not liable for loss caused by a porting delay or failure that is outside our reasonable control, except to the extent the Australian Consumer Law says otherwise.

9. Emergency calling

You can usually call Triple Zero (000) from a working voice service we supply, but this is not a traditional landline. You must not rely on the services as your only way to reach emergency services.

Calls to Triple Zero may fail or may not pass a useful location if there is a power outage, internet outage, handset or app failure, misconfigured routing, an overseas or nomadic user, or if you have not kept the service address current. A user who has taken a softphone or app away from the registered address may appear to emergency services at the registered address, not their actual location. The user must be able to state their location.

You must tell every end user about these limitations and keep emergency address information current. You must not tell anyone that the service is a substitute for a mobile phone or a standard telephone service that works in a blackout.

10. Recording, monitoring and transcription

Call recording, voicemail, transcription, summaries and related features are off unless you enable them or a plan includes them. You decide whether those features are appropriate for your users and callers.

Australian recording and surveillance laws differ by state and territory, and telecommunications interception law also applies. You must give every notice and obtain every consent the law requires, including workplace notices and caller notices. We do not give legal advice on those requirements.

Recordings and transcripts may be delayed, incomplete or unavailable. That can happen if recording is disabled, audio is missing, a call is too short, a file is corrupt, or a processing provider is unavailable.

11. AI features

AI voice agents, transcripts, summaries, classifications and generated messages can be wrong, incomplete, delayed or unsuitable. You must test flows before production use, monitor live behaviour, and configure a human escalation path.

You must not use AI features as the sole decision-maker for legal, medical, emergency, employment, credit, financial hardship, eligibility or similarly high-impact decisions without appropriate human review.

You must not use an AI agent to impersonate a human in a deceptive or unlawful way. Where the law or a reasonable caller would expect it, the agent must disclose that the caller is speaking with an automated system and that the call may be recorded.

We do not use your customer content to train VoxaLink-owned AI models unless you agree in writing. Third-party AI providers we use are not permitted by us to train their models on your customer content, except where you connect your own provider under the BYOC Policy or another written instruction.

12. Messaging

If we supply SMS, you must comply with the Spam Act 2003, the Do Not Call Register Act 2006 where it applies, the SMS Sender ID Register rules, and any destination-country rules. You must keep consent and unsubscribe records for marketing messages. Branded sender IDs are dealt with in the Scam, spam and disruption policy.

Delivery is not guaranteed. Upstream carriers and destination networks can delay, filter, over-stamp or block messages. We may block or over-stamp traffic we reasonably believe is unlawful, a scam or spam risk, or a risk to the network.

13. Applications, credentials and security

You are responsible for users, passwords, portal accounts, API keys, SIP credentials, webhook secrets, devices and local network security under your control. You must notify us promptly of suspected unauthorised access, leaked credentials, fraudulent traffic, unexpected charges or compromised devices.

We may suspend or rotate credentials where reasonably necessary to protect the services, other customers, upstream providers or the public network. We will tell you when we can do so without increasing the risk.

No system is perfectly secure. We take reasonable steps to protect the services. You must take reasonable steps on your side.

14. Third-party services

The services may interoperate with carriers, number providers, app stores, calendar providers, AI providers, storage providers and other third parties. Unless we say otherwise in writing, we are not responsible for a third party's service, pricing, outage, data handling or refusal to carry traffic.

If you connect your own carrier, AI provider or storage, the BYOC Policy applies and that provider is your provider.

15. Fees

You must pay the fees in your order or plan, including setup fees, recurring subscription fees, number rental, usage, SMS, AI usage, transcription, recording storage, professional services, and carrier pass-through charges.

Unless an order says otherwise, prices are in Australian dollars and exclusive of GST. Recurring subscription fees are billed in advance. Usage, SMS, AI and pass-through charges are billed in arrears for the relevant usage period.

We may change prices. For an increase to recurring fees, or a change to a usage rate that is likely to cause you more than minor detriment, we will give you at least 30 days' notice. You may cancel the affected service before the change takes effect without early termination charges for that service. Promotional or time-limited prices end when the promotion says they end.

16. Invoicing and payment

We will invoice you monthly unless the order says otherwise. You must pay each undisputed invoice within 14 days after the invoice date, in the way the invoice states.

If you dispute an invoice, you must tell us promptly, with enough detail for us to investigate, and pay the undisputed portion by the due date. We will investigate in good faith and adjust the invoice if we have got it wrong.

If an amount is overdue, we may send a reminder. If it remains unpaid 7 days after that reminder, we may suspend the affected services. We may also recover reasonable collection costs. We will not disconnect a service for non-payment without following our credit-management process, except where fraud, legal obligation or network harm requires faster action.

You authorise us to charge the payment method you give us. Failed payments may be retried. You must keep a valid payment method on file if the plan requires it.

17. GST and taxes

If GST applies, you must pay it at the same time as the related fee, against a tax invoice. You are responsible for other taxes that apply to your purchase or use of the services, other than tax on our net income.

18. Credit assessment

We may assess your creditworthiness before we accept an application and during the agreement, including by using a credit reporting body where the Privacy Act allows. We may set a spend limit, require prepayment, or decline to supply where the assessment reasonably requires it. How we handle that information is described in the Privacy Policy.

19. Changing these terms

We may update these terms. For a change that is likely to cause you more than minor detriment, we will give you at least 30 days' notice by email to your account address or by a notice in the portal. You may cancel the affected services before the change takes effect without early termination charges for those services.

If you continue to use the services after the effective date, you accept the updated terms. We will publish the current version at this legal centre and keep the version number and date current.

20. Service quality, faults and maintenance

We will provide the services with due care and skill. The services depend on the internet, power, your equipment, and third-party networks. We do not promise uninterrupted availability, successful completion of every call or message, or compatibility with every device or network.

We may carry out planned maintenance. Where we reasonably can, we will schedule it to reduce disruption and give you notice. Emergency maintenance may happen without notice.

You must report faults to support@voxalink.cloud or through the portal. We will investigate and work to restore the service. Faults in your network, devices, internet service or a third-party carrier are your responsibility unless we supplied that component.

21. Customer Service Guarantee

The Telecommunications (Customer Service Guarantee) Standard can apply to some standard telephone services, including some VoIP services. We supply the voice services on the basis that you waive CSG rights, because the services are internet-dependent and we cannot meet CSG connection and repair timeframes in the way a traditional landline is designed to meet them.

The separate Customer Service Guarantee Waiver is part of this agreement. You do not have to sign it, but we will not supply a CSG-eligible voice service unless you do. The waiver explains the rights you give up.

22. Privacy

We handle personal information as described in the Privacy Policy. You must make sure that your collection and use of caller, staff and customer information through the services is lawful, including notices and consents for recording, AI assistance, and any sensitive information.

If you process other people's personal information through the services, the Data Processing Addendum applies.

23. Customer content and intellectual property

You retain ownership of your customer content. You grant us a licence to host, transmit, process, route, store, troubleshoot, secure, support, bill and otherwise provide the services, and to create de-identified or aggregated data that does not identify you or an individual.

We own the services, software, portals, documentation, branding and our pre-existing materials. We grant you a non-exclusive, non-transferable right to use them during the agreement solely to receive the services.

You warrant that you have the rights needed to submit customer content and to grant the licence above, and that customer content will not infringe anyone else's rights.

24. Confidentiality

Each party must keep the other party's confidential information confidential and use it only to perform this agreement, except for information that is public (other than by breach), independently developed, required to be disclosed by law, or disclosed in good faith under the Scam, spam and disruption policy to a regulator, police, carrier or other provider performing traceback. This clause survives the agreement.

25. Suspension

We may suspend or restrict a service if we reasonably believe there is fraud, abuse, a security risk, unpaid fees after the process in clause 16, regulatory risk, network harm, emergency risk, unlawful use, a scam or spam risk under the Scam, spam and disruption policy, or a material breach of this agreement.

Where it is reasonable and will not increase the risk, we will give you notice and a chance to fix the issue first. Suspension for fraud, scam or spam risk, network harm, a legal or regulator requirement, or an imminent security risk may be immediate and does not use the unpaid-bill notice periods.

Fees continue to accrue during a suspension caused by your breach or by a scam or spam disruption on your side unless we say otherwise. Restoration is dealt with in the Scam, spam and disruption policy where that policy applies. Otherwise we will restore the service when the reason for suspension has been fixed, subject to any outstanding amounts.

26. Termination

You may cancel a month-to-month service by giving us 30 days' written notice. If a minimum term applies, you may cancel at the end of that term on 30 days' notice, or earlier if the order or Critical Information Summary allows it, subject to any early termination charges stated there.

Either party may terminate if the other party commits a material breach and does not fix it within 14 days after written notice, or immediately if the breach cannot be fixed. We may terminate immediately for fraud, unlawful use, or if we are required by law or an upstream provider to stop supplying.

We may stop supplying a service with at least 30 days' notice if we withdraw the product, or on shorter notice if a supplier or regulator makes continued supply impracticable. We will refund prepaid fees for the unused period of a withdrawn service.

27. After the agreement ends

On ending, we will stop the services, recover numbers in accordance with numbering rules unless a valid port-out is in progress, and disable logins and credentials. Accrued fees remain payable. You remain responsible for usage up to the time the service actually stops.

We will delete or de-identify customer content in accordance with the Privacy Policy, product settings, backup cycles and legal retention duties. You should export anything you need before the service ends. We do not promise an indefinite hold of recordings or configuration after cancellation.

Clauses that by their nature should survive do survive, including fees, confidentiality, intellectual property, privacy, liability, indemnity and this clause.

28. Australian Consumer Law

Nothing in this agreement excludes, restricts or modifies any right or consumer guarantee that cannot be excluded under the Australian Consumer Law or any other law.

If you are a consumer, or a small business, and a consumer guarantee applies, our liability for a failure that can be limited is limited, where the law allows, to supplying the services again or paying the cost of having them supplied again.

If you acquire the services other than as a consumer, then to the extent the law allows we exclude all implied warranties and guarantees.

29. Liability

To the extent permitted by law, neither party is liable for indirect or consequential loss, loss of profit, loss of revenue, loss of goodwill, or business interruption, whether in contract, tort (including negligence) or otherwise.

To the extent permitted by law, each party's aggregate liability arising out of or in connection with this agreement is limited to the fees you paid us for the affected services in the 12 months before the claim.

These limits do not apply to liability that cannot be limited by law, your obligation to pay fees, your indemnity in clause 30, a party's fraud or wilful misconduct, or death or personal injury caused by a party's negligence. They also do not make us liable for a disruption under the Scam, spam and disruption policy to the extent that policy excludes it.

30. Indemnity

You indemnify us against loss, damage, claims, reasonable legal costs, carrier pass-through costs, and regulatory penalties or undertakings we reasonably incur arising from your customer content, your or your end users' use of the services, a breach of the Acceptable Use Policy or the Scam, spam and disruption policy, scam or spam traffic originating from your services, a failure to give recording or AI notices or obtain required consents, a claim by an end user or caller, or your failure to keep emergency or numbering information current, except to the extent we caused the loss by our negligence or wilful misconduct.

31. Force majeure

A party is not liable for a failure or delay caused by an event beyond its reasonable control, including power or internet failure, a carrier or app-store outage, industrial action, fire, flood, pandemic, war, or a change in law, provided it takes reasonable steps to mitigate. This does not excuse payment of fees already incurred.

32. Complaints

If you have a complaint, use the Complaints Handling Policy. Start with us at complaints@voxalink.cloud. Eligible residential and small-business customers may take a telecommunications complaint to the Telecommunications Industry Ombudsman if we cannot resolve it.

33. Notices

Notices under this agreement must be in writing. We may send them to the email address on your account or by a notice in the portal. You may send them to support@voxalink.cloud, or for legal notices to 81 Mooramie Ave, Kensington NSW 2033. A notice by email is taken to be received on the day it is sent, unless the sender receives an immediate failure notice.

34. Assignment

You may not assign this agreement without our prior written consent, which we will not unreasonably withhold. We may assign or novate this agreement to a related body corporate or to a purchaser of the VoxaLink business, and we will notify you.

35. General

This agreement is the entire agreement about its subject matter and replaces prior negotiations about that subject. A waiver must be in writing. If a clause is unenforceable, the rest remains in effect. Nothing in this agreement creates a partnership, employment or agency relationship. Each party must comply with applicable sanctions and export laws. You must not use the services in a prohibited jurisdiction or for a prohibited person.

We may provide professional services under a separate statement of work. If we do not agree a separate statement, professional services are still covered by this agreement and charged as quoted.

36. Governing law

This agreement is governed by the laws of New South Wales, Australia. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales and the Federal Court of Australia.

Contents