Terms and Conditions

Last updated: 01 May 2026

These Terms and Conditions govern your use of the Trade Answer website and, where applicable, your purchase and use of Trade Answer's automated call answering services.

1. About Trade Answer
Trade Answer is operated under ABN 89 205 206 143 ("Trade Answer", "we", "us", or "our"). Our website is located at www.tradeanswer.com.au (the "Website"). Trade Answer provides AI-powered automated call answering services for trades and small businesses in Australia. Our services may include the use of third-party platforms and infrastructure, including Twilio for phone numbers and telephony, ElevenLabs for AI voice agents, Google (including Google Sheets and Google Drive) for call data summaries, Make for workflow automation, Anthropic for AI-powered reporting and data analysis, and Stripe for payment processing.

2. Acceptance of these Terms
By accessing or using the Website, contacting us through the Website, requesting a quote, engaging our services, or otherwise using any Trade Answer services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Website or our services.

3. Website use
You must use the Website only for lawful purposes. You must not use the Website in any way that could damage, disable, impair, or interfere with its operation, security, or availability. You must not attempt to gain unauthorised access to any systems, accounts, data, or services associated with the Website.

4. Our services
Trade Answer provides an automated call answering service designed to answer, handle, summarise, and where applicable escalate or route telephone calls on behalf of client businesses. The exact features included in your service will depend on the package or service level selected by you.

Our services may include, depending on the selected package:

- Dedicated telephone number allocation
- AI-powered call answering
- Call recordings, transcripts and summaries
- Call summaries by email
- SMS alerts or notifications (Pro plan)
- Urgent call flagging (Advanced and Pro plans) or attempted live transfer to a customer-provided number (Pro plan)
- Monthly call reporting and usage summaries (Advanced and Pro plans)
- Basic business knowledge setup such as service areas, business hours and FAQs


5. Third-party platforms and dependencies
Trade Answer relies on third-party services and infrastructure to deliver its services. These may include Twilio, ElevenLabs, Make, Google (including Google Sheets and Google Drive), Anthropic, Stripe, telecommunications carriers, internet providers, email providers and SMS providers. You acknowledge and agree that the performance, availability, latency, routing, caller ID presentation, transcription accuracy, summaries, notifications and automation outcomes may be affected by these third-party services and other factors beyond our reasonable control.

Trade Answer does not guarantee uninterrupted, error-free, real-time or always-available service. We are not responsible for outages, delays, failures or service limitations caused by third-party providers, carriers, internet disruptions, device settings, call forwarding configuration, power failures, or similar issues outside our reasonable control.

6. Service scope and limitations
Trade Answer provides an automated answering service only. We do not provide legal, financial, technical, safety, emergency, insurance, or other professional advice to your callers. Our service is not a substitute for emergency services or critical communications infrastructure.

Unless expressly agreed in writing:

we do not guarantee that every call will be answered, captured, transcribed, summarised or escalated correctly;
we do not guarantee that every lead, booking or customer opportunity will be retained or converted;
we do not guarantee live transfer success, call routing success, caller ID preservation, or delivery of email or SMS alerts;
we do not guarantee that AI-generated responses will be free from all inaccuracies, omissions, misunderstandings or transcription errors.

7. Included minutes and usage limits
Each service plan includes a monthly allocation of included call minutes as specified at the time of purchase or as set out in your service agreement. Your included minutes are reset at the start of each billing month and do not roll over.

If your usage approaches or exceeds your included monthly allocation, Trade Answer will notify you and invite you to upgrade to a higher plan. Where usage materially and persistently exceeds your included allocation, Trade Answer reserves the right to require an upgrade as a condition of continued service. We will always provide reasonable notice before any such requirement takes effect.

Trade Answer does not guarantee uninterrupted service if a plan limit is reached, and we are not liable for any consequences arising from usage exceeding your included allocation where reasonable notice has been provided.

8. Customer responsibilities
You are responsible for ensuring that any information you provide to us is accurate, lawful, current and complete. This includes but is not limited to:

business name and contact details;
service areas and business hours;
FAQ content and business information for the AI knowledge base;
escalation and backup phone numbers;
instructions relating to urgent calls, routing, and notifications;
call forwarding or diversion settings on your mobile, landline, PBX or other systems.
You are solely responsible for any statements, claims, pricing, promises, service descriptions, or other business information you ask us to include in your service configuration. You warrant that you have the right to provide that information and to instruct us to use it.

You are also responsible for ensuring that any notices or consents required by law in relation to call recording or call handling are given to your callers where applicable.

9. Pricing and payment
Pricing for our services is as displayed on the Website, in a quote, proposal, onboarding form, order form, or invoice, as applicable. Unless otherwise stated, fees are payable in advance on a recurring basis for ongoing subscription services.

Payments may be processed through Stripe or other approved payment methods. By providing payment details, you authorise us or our payment processor to charge the applicable fees when due.

We may suspend or terminate services for overdue accounts, failed payments, or serious breaches of these Terms.

10. Cancellations and changes
Unless otherwise agreed in writing, subscription services continue until cancelled. You may cancel your subscription at any time by providing at least 30 days written notice to Trade Answer at support@tradeanswer.com.au. Services will continue until the end of the notice period. Fees already paid are generally non-refundable except where required by law. The one-time setup fee is non-refundable in all circumstances.

We may vary pricing, inclusions, service features, or these Terms from time to time. Updated Terms take effect when published on the Website, unless a later date is specified.

11. Australian Consumer Law
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

Where permitted by law, our liability for a failure to comply with a consumer guarantee in relation to services is limited to supplying the services again, or paying the cost of having the services supplied again.

12. Disclaimer
To the maximum extent permitted by law, all information on the Website and all services are provided on an "as is" and "as available" basis. Except as expressly stated in these Terms or required by law, Trade Answer makes no warranties, guarantees, representations or conditions about the Website or the services, including any warranty that the services will be uninterrupted, timely, secure, accurate, complete, fit for any particular purpose, or free from transcription, summarisation, AI, telephony or routing errors.

13. Limitation of liability
To the maximum extent permitted by law, Trade Answer will not be liable for any indirect, special, consequential or incidental loss, damage or expense, or for any loss of profit, loss of revenue, loss of business, loss of opportunity, loss of goodwill, business interruption, or loss of data arising out of or in connection with the Website, the services, these Terms, or any third-party platform used in connection with the services.

To the maximum extent permitted by law, Trade Answer's total aggregate liability arising out of or in connection with the Website, the services, or these Terms, whether in contract, tort (including negligence), statute, equity or otherwise, is limited to the total fees paid by you to Trade Answer for the relevant service in the one (1) month immediately preceding the event giving rise to the claim.

14. Indemnity
You agree to indemnify and hold harmless Trade Answer and its personnel from and against all claims, losses, liabilities, costs and expenses (including reasonable legal costs) arising out of or in connection with:

information, scripts, FAQs, service descriptions, promises, pricing or instructions supplied by you;
your misuse of the Website or the services;
your breach of these Terms;
your failure to keep business information, escalation numbers or forwarding settings current and accurate;
any claim by a third party arising from your business activities, except to the extent caused by our proven breach of law or these Terms.

15. Intellectual property
All content on the Website, including text, branding, graphics, layout, logos and materials created by Trade Answer, remains the property of Trade Answer unless otherwise stated. You must not reproduce, copy, distribute, modify or exploit any Website content without prior written consent.

16. Privacy
Your use of the Website and our services is also subject to our Privacy Policy. By using the Website or our services, you acknowledge that personal information may be collected, stored, used and disclosed in accordance with that policy.

17. Suspension and termination
We may suspend or terminate access to the Website or the services at any time if you breach these Terms, fail to pay fees when due, provide misleading or unlawful information, use the services inappropriately, or if continuing to supply the services becomes unlawful or commercially impracticable.

18. Complaints and dispute resolution
If you have a complaint or dispute, you must first notify us in writing with reasonable details of the issue and the outcome sought. Both parties agree to attempt to resolve the matter in good faith before commencing court or tribunal proceedings, except where urgent interlocutory relief is sought.

If a dispute cannot be resolved by negotiation within a reasonable period, the parties may agree to mediation in Melbourne, Victoria.

19. Governing law and jurisdiction
These Terms are governed by the laws of Victoria, Australia. Any dispute arising out of or in connection with these Terms, the Website or the services is subject to the non-exclusive jurisdiction of the courts of Victoria, Australia.

20. Severability
If any part of these Terms is found to be invalid, illegal or unenforceable, the remaining provisions continue in full force and effect.

21. Contact
If you have questions about these Terms, please contact Trade Answer at support@tradeanswer.com.au.