Terms of Service

1. Our services

PulseForge provides automation, lead capture, CRM, AI voice and digital workflow services for Australian service businesses. Typical engagements include:

• AI voice agent configuration for overflow and after-hours call capture
• Missed-call SMS text-back and lead capture workflows
• Quote follow-up automation
• Review collection automation
• CRM setup and pipeline configuration
• Google Business Profile optimisation
• AI Visibility / Generative Engine Optimisation (GEO)
• Website design and build
• Revenue Leak Audits (free pre-engagement)

We do not provide legal, medical, financial, credit, migration or other regulated professional advice. AI systems are configured for intake, FAQs, booking, follow-up and admin support only, with human fallback rules for complex or sensitive matters. See our AI Use Policy for details.

2. Proposals and Statements of Work

Before any paid engagement, we provide a written proposal or Statement of Work (SoW) covering:

• Scope of work
• Setup deliverables and timeline
• Monthly retainer scope and fair-use limits
• Specific integrations included
• Fees, payment schedule and minimum term

The proposal/SoW takes precedence over generic descriptions on this website. Work begins after written acceptance (email or signature) and payment of the initial invoice.

3. Fees, setup and retainers

All prices are in Australian Dollars (AUD) and exclude GST unless explicitly stated. GST is added where applicable.

• Setup fees — one-time, invoiced before work begins. Cover system build, integrations, scripts, training and testing.
• Monthly retainer — covers monitoring, optimisation, scripts, reporting and support within the agreed scope. Invoiced monthly in advance.
• Fair-use limits — each plan includes fair-use AI call minutes and SMS volume. Usage above plan limits is billed at the underlying provider cost plus a markup (typically 20%) or as stated in your SoW.
• Third-party costs — software licences, premium integrations, AI provider fees and ad spend are passed through at cost or billed by the third party directly to you (e.g. Google Ads spend).

Late payments may incur reasonable late fees and may result in service suspension after written notice.

4. Minimum terms

Most packages carry a minimum term to allow systems to stabilise and demonstrate results. Typical minimums:

• Regional Starter — month-to-month after setup
• Never Miss a Lead — 3-month minimum
• AI Voice Growth — 3-month minimum
• Full Revenue Stack / Founding Client — 6-month minimum

After the minimum term, the engagement continues month-to-month and can be cancelled with 30 days' written notice. Exact minimum term for your engagement is stated in your SoW.

5. Third-party tools and pass-through costs

Our services rely on third-party platforms (e.g. Vapi, Bland, Twilio, ServiceM8, Jobber, Xero, Google services). You acknowledge that:

• You may need separate accounts and licences with these providers
• Third-party platforms have their own terms, pricing and uptime — PulseForge is not responsible for outages or changes by those providers
• Some integrations require credentials or API access; you grant us access on a need-to-know basis to deliver the agreed scope
• Pass-through costs (call minutes, SMS, premium integrations, AI usage above plan limits, ad spend) are billed at cost or at cost plus the agreed markup

6. Client responsibilities

For our services to deliver value, we rely on you to:

• Provide accurate business information (services, pricing, suburbs, after-hours rules, FAQs)
• Approve scripts, sequences and configurations before they go live
• Respond to captured leads promptly — the system doesn't replace the work of running your business
• Maintain access credentials to integrated tools and notify us of changes
• Ensure customer consent for SMS/email outreach where required under Australian law (ACMA Spam Act, etc.)
• Use the systems for lawful, ethical purposes only

Failure to provide reasonable client cooperation may delay delivery or affect outcomes. We may pause work where we cannot proceed safely or ethically.

7. No guarantee of revenue or rankings

We do not guarantee:

• Specific lead volumes, revenue growth, or conversion rates
• Specific rankings in Google, ChatGPT, Gemini, Perplexity or any other search/AI platform
• That AI voice agents will handle every call without escalation
• Continuous availability of any third-party platform or AI provider
• Specific call quality, voice tone or transcription accuracy

Outcomes depend on call quality, close rate, service area, pricing, seasonality, competitor activity, team response speed and many factors outside our control. Revenue estimates (e.g. via our ROI calculator) are indicative based on industry benchmarks — not commitments.

8. Intellectual property

• Your content — business information, brand assets, copy and data remain yours.
• PulseForge IP — our methodologies, internal templates, configuration frameworks and tooling remain ours. Where we build a custom configuration for you, you receive a perpetual licence to use that configuration for your business during and after the engagement, with full handover on cancellation.
• Open-source & third-party — open-source components remain governed by their original licences. Third-party platforms are governed by their own terms.

9. Limitation of liability

To the maximum extent permitted by Australian law:

• Our total aggregate liability for any claim arising from our services is limited to the fees you paid us in the 3 months immediately preceding the event giving rise to the claim
• We are not liable for indirect, consequential, special or punitive damages
• We are not liable for loss of profits, revenue, business opportunities, data or goodwill
• We are not liable for the actions, omissions or outages of third-party platforms

Nothing in these terms excludes liability that cannot be excluded under the Australian Consumer Law or other applicable law. Where statutory guarantees apply and we breach them, our liability is limited to (at our option) re-supplying the services or refunding fees paid for the affected service.

10. Cancellation and termination

After the minimum term:

• Either party can cancel with 30 days' written notice
• Setup fees are non-refundable
• The final month's retainer is invoiced and payable
• We provide a full handover of your systems, configurations, data and documentation

We may terminate immediately, without refund of setup fees, for material breach including (but not limited to) non-payment, unlawful use, fraud, misuse of AI tools, or harassment of our team. See our Refund & Cancellation Policy for full conditions.

11. Refunds

Setup fees are non-refundable once work has commenced. Monthly retainers are non-refundable for the current billing month. In exceptional cases (e.g. we cancel an engagement before any meaningful work is delivered), we may issue a partial or full refund at our discretion. See the Refund & Cancellation Policy for details.

12. Acceptable use

You agree not to use PulseForge services to:

• Send unsolicited marketing communications in breach of the Spam Act 2003 (Cth)
• Make calls or send messages that breach the Do Not Call Register Act 2006 (Cth)
• Provide regulated advice (legal, medical, financial, credit, migration) through AI
• Misrepresent your business, services or pricing
• Engage in fraud, deception or harassment
• Process data unlawfully or in breach of the Privacy Act 1988
• Reverse-engineer, resell or sub-license our configurations without written permission

Breach of acceptable use may result in immediate suspension or termination without refund.

13. Confidentiality

Each party will keep the other's confidential information confidential and only use it for the purposes of the engagement. Confidential information does not include information that is publicly available, was independently developed, or is required to be disclosed by law.

14. Force majeure

Neither party is liable for failure to perform due to events beyond reasonable control — natural disasters, extended internet/telecommunications outages, third-party platform failures, government action, pandemics or similar. The affected party will notify the other and resume performance as soon as reasonably possible.

15. Changes to terms

We may update these terms from time to time. Material changes will be notified to active clients by email at least 30 days before they take effect. Continued use after the effective date constitutes acceptance.

16. Governing law

These terms are governed by the laws of Victoria, Australia. Any dispute will be resolved in the courts of Victoria, Australia, unless agreed otherwise. Both parties agree to attempt good-faith resolution before commencing legal proceedings.

17. Contact

For questions about these terms:
PulseForge Pty Ltd
Office 4453, Ground Floor
470 St Kilda Road
Melbourne VIC 3004, Australia
Email: [email protected]
ABN 14 698 027 913

These terms are general and don't constitute legal advice. For questions specific to your business, consult a qualified Australian legal professional. Specific commercial terms in your signed proposal or Statement of Work take precedence over these general terms.