FuseCall — Full Terms and Conditions

Most AI receptionists lock customers into one opaque offshore processing chain. FuseCall separates the business platform from the underlying voice and AI providers, allowing the deployment to be configured for cost, performance, Australian data residency or regulated sovereign operation.

FuseCall is an Australian-built, provider-agnostic platform. Providers and deployment architecture are selected to meet the requirements agreed for your service. Australian-only processing, storage, backup locations or support access apply only where expressly agreed in your Order, Data Handling Schedule, data-processing addendum or security schedule. Provider flexibility does not mean that every configuration satisfies every regulatory requirement.

These Website and Service Terms (“Terms”) apply to your use of fusecall.ai, FuseCall and related services. FuseCall is operated under the FuseLabs name from the Gold Coast, Queensland, Australia, by the contracting entity identified above and in your Order.

By using our website, requesting a demo, creating an account, signing an Order or using FuseCall, you agree to these Terms.

Contact: hello@fusecall.com.au.

FuseCall is designed for business customers. You represent that you are using FuseCall for business purposes and that you have authority to bind the business you represent.

If you do not agree to these Terms, do not use FuseCall.

A customer order, proposal, statement of work, data-processing addendum, Data Handling Schedule, security schedule or other written agreement signed or accepted by both parties may include additional terms.

If there is an inconsistency, the following order applies unless the relevant document states otherwise:

1. The signed or accepted Order or statement of work.
2. Any agreed data-processing addendum, Data Handling Schedule or security schedule.
3. These Terms.
4. Website content or product documentation.

A proposed or incomplete schedule is not an agreed commitment. A website statement about an available deployment option does not establish that the option is included in a particular customer’s service.

In these Terms:

• ACL means the Australian Consumer Law in Schedule 2 to the Competition and Consumer Act 2010 (Cth).
• Account means the customer’s FuseCall account.
• Call Data means call audio, recordings, transcripts, summaries, metadata, workflow outcomes, extracted information and related records processed through FuseCall.
• Customer, you and your mean the business or organisation using FuseCall.
• Customer Data means data, content, prompts, instructions, scripts, knowledge-base materials, Call Data, integration data and other information submitted to or processed through FuseCall by or for the Customer.
• Data Handling Schedule means the customer-specific record of providers, data categories, processing and storage locations, access, training restrictions, retention and deletion arrangements agreed for a deployment. Schedule 1 provides its template.
• End Caller means a person who calls, is called by, messages or otherwise interacts with a Customer through FuseCall.
• Fees means subscription fees, setup fees, usage fees, overage fees, professional-services fees and other amounts payable for FuseCall.
• FuseCall, we, us and our mean the contracting entity identified above, operating the FuseCall service under the FuseLabs name.
• Order means an accepted order form, proposal, statement of work, checkout, invoice, plan or other written ordering document.
• Services means the FuseCall website, AI phone-agent platform, call-handling tools, transcription, summarisation, workflow automation, integrations, implementation, support and related services.
• STT, LLM and TTS mean speech-to-text, large language model and text-to-speech respectively.
• Subprocessor means a provider engaged by us, or by another provider in the service chain, to process Customer Data in delivering the Services.
• Usage Credits means any plan inclusions, call minutes, AI usage, telephony usage, workflow actions, message units or other usage allowance described in an Order.

FuseCall is an AI phone-agent platform for service businesses. Depending on your plan and configuration, the Services may include:

• AI phone-agent setup and configuration.
• Inbound or outbound call workflows.
• Speech recognition, voice generation and call handling.
• Call recording, transcription and summarisation.
• Lead capture, appointment, booking or service-request workflows.
• Routing, tagging, task creation and workflow outcomes.
• Integrations with customer systems.
• Dashboards, analytics and usage reporting.
• Onboarding, implementation and support.
• Customer-specific data residency or sovereign deployment options, where agreed in scope.

FuseCall is not an emergency service, crisis line, medical triage service, legal advice service, financial advice service or substitute for trained human judgement.

Australian-based capability may be delivered using suitable third-party services or Australian-hosted infrastructure. Selection of a provider or self-hosted component alone does not establish compliance: the complete relevant processing chain, storage, access arrangements and contractual controls must match the agreed requirements.

You are responsible for:

• Ensuring your account information is accurate and kept up to date.
• Controlling who has access to your Account.
• Keeping passwords, credentials, API keys and integration tokens secure.
• All activity under your Account, except to the extent caused by our breach of these Terms.
• Promptly removing access for people who no longer require it.
• Notifying us if you suspect unauthorised access.
• Ensuring your authorised users comply with these Terms.

We may provide different user roles, permissions or access controls depending on your plan.

Each Order should describe the relevant plan, scope, Fees, usage inclusions, implementation services, billing period, data-residency commitments, support arrangements and any special terms.

You are responsible for providing timely information, access, phone-system details, business rules, scripts, prompts, knowledge-base materials and integration permissions needed to configure FuseCall.

Implementation timelines may depend on your responsiveness, third-party systems, phone-provider constraints, integration availability and the complexity of your workflows.

Before activation, you must tell us about any mandatory processing-location, storage, access, no-training, retention, sector-specific or other regulatory requirements. We will identify whether the proposed deployment can meet those requirements and document the agreed controls. Identifying a requirement does not, by itself, make it part of an existing service.

Where compliance with an agreed requirement depends on a particular configuration, that configuration must be verified before the relevant workload is activated or migrated. Material changes to providers, models, routing or integrations must be assessed against the agreed requirements.

Unless an Order states otherwise:

• Fees are in Australian dollars.
• Fees are exclusive of GST.
• GST will be added where applicable.
• Invoices are payable by the due date stated on the invoice or Order.
• If no due date is stated, invoices are payable within 14 days of issue.
• Setup, onboarding and professional-services fees are payable whether or not you proceed to full production use, unless the Order states otherwise.
• Usage and overage charges are calculated using our system records.

If you dispute an invoice in good faith, you must notify us promptly and pay any undisputed amount by the due date. The parties will work in good faith to resolve the disputed amount.

Where online payments are offered, we may use Stripe or another payment processor. Any recurring-payment authority, automatic recharge, billing frequency and additional payment terms must be disclosed when the payment arrangement is accepted. This clause does not authorise charges beyond the agreed arrangement.

Your plan may include Usage Credits or other usage allowances. Subject to section 26 and any express refund entitlement in your Order, Usage Credits:

• Are service-use allowances, not represented by us as cash, currency, stored value or a financial product.
• Are not refundable, transferable or redeemable for cash except where required by law or expressly agreed.
• May be consumed by call minutes, AI usage, telephony, messaging, workflow actions, transcription, storage or other usage meters described in the Order.
• May expire at the end of the relevant billing period unless the Order states otherwise.
• May not roll over unless the Order states otherwise.
• May be subject to fair-use, technical or abuse-prevention limits.

If you exceed included usage, we may charge agreed overage fees, require you to purchase additional usage, throttle the relevant feature or suspend additional usage until payment or a plan change is agreed. We will take reasonable steps to notify you before material overage charges apply where practical.

We may change plan pricing or usage rates by giving reasonable notice. Unless the change is required by law, relates to a third-party pass-through cost, or is otherwise agreed in your Order, material pricing changes will apply from your next renewal or billing period after the notice period.

If you do not agree to a material price increase, you may cancel the affected Service before the increase takes effect. You remain responsible for Fees incurred before cancellation.

You must use FuseCall lawfully, responsibly and only for your legitimate business purposes.

You must not use FuseCall to:

• Break any law or encourage unlawful conduct.
• Mislead, deceive, harass, threaten, abuse or intimidate anyone.
• Impersonate another person or make an AI voice agent falsely appear to be a specific human.
• Run scams, phishing, fraud, spam or deceptive campaigns.
• Make calls or send messages in breach of the Spam Act, Do Not Call Register rules, telemarketing rules, caller-ID rules or similar laws.
• Record, transcribe or monitor calls without legally required notice, consent or authority.
• Collect or process sensitive information unless you have a lawful basis and it is within the agreed scope.
• Collect, record or store payment-card CVV/CVC codes, online banking passwords or other sensitive authentication data.
• Process tax file numbers, government identifiers, health information, children’s information or other regulated data unless it is lawful, necessary and expressly within the agreed scope.
• Provide emergency, medical, legal, financial, migration, insurance or other regulated advice without appropriate human oversight and licences.
• Make decisions that have legal, financial, employment, health, safety or similarly significant effects on people without appropriate human review.
• Upload malware or harmful code.
• Attempt to bypass security, rate limits or access controls.
• Reverse engineer, scrape, copy or misuse the platform except as permitted by law.
• Interfere with the integrity, availability or security of FuseCall.
• Use FuseCall in a way that may damage our reputation, systems, customers, suppliers or other users.

We may investigate suspected misuse and may suspend or restrict access where reasonably necessary to protect people, customers, our systems, third-party systems or legal compliance.

FuseCall can record, transcribe, summarise and analyse calls. Australian call-recording and surveillance laws differ between states and territories, and other laws may apply depending on where callers, staff and systems are located.

You are responsible for:

• Determining which laws apply to your calls.
• Providing clear call-recording, transcription, AI-agent and privacy notices where required.
• Obtaining consent where required.
• Keeping evidence of consent where appropriate.
• Giving callers a practical alternative if they do not wish to be recorded, where required or appropriate.
• Ensuring staff understand when and how FuseCall is used.
• Ensuring your scripts, greetings and workflows are accurate and lawful.
• Maintaining your own privacy policy, collection notices and internal procedures.

We may provide sample disclosure language or product settings, but we do not provide legal advice and do not determine whether your call recording or monitoring is lawful.

A safer national approach is to clearly tell callers when calls may be handled by AI, recorded, transcribed or summarised, and to obtain consent where required before continuing.

Disabling long-term recording storage does not necessarily stop live audio processing, transcription or temporary supplier processing. Your notices must reflect the actual configuration. These customer responsibilities do not remove our own obligations under applicable law.

If you use FuseCall for outbound calls, lead follow-up, reminders, marketing, SMS, email or other communications, you are responsible for complying with all applicable laws and industry rules, including any consent, caller identification, calling-time, unsubscribe, Do Not Call Register and record-keeping obligations.

You must not use FuseCall to contact people who have opted out, withdrawn consent, asked not to be contacted, or are on a list you are legally required to suppress.

You are responsible for ensuring that you have all rights, notices, consents and lawful bases needed for FuseCall to process Customer Data.

You must ensure that your privacy policy and collection notices explain, where required, that calls may be handled by an AI phone agent, recorded, transcribed, summarised, analysed, stored, disclosed to service providers and used to create workflow outcomes. Any description of processing countries, supplier access, training or retention must reflect your agreed deployment rather than a general statement about an available platform option.

If an End Caller or other individual makes a privacy request or complaint to you that relates to FuseCall, you are responsible for responding to that person. We will provide reasonable assistance where required by law or agreed terms. This does not limit any right an individual has to contact us directly or any legal obligation we have to respond.

Our handling of personal information is described in our Privacy Policy, available through the FuseCall website. Section 18A and the applicable Data Handling Schedule explain deployment-specific arrangements. Each party remains responsible for its own obligations under applicable privacy law.

FuseCall uses AI systems. AI outputs can be inaccurate, incomplete, delayed, inconsistent or inappropriate. Transcripts and summaries may contain errors. Callers may provide unclear, incomplete or false information.

You are responsible for:

• Reviewing AI outputs before relying on them where appropriate.
• Maintaining human oversight for important workflows.
• Checking bookings, tasks, leads, summaries and extracted data.
• Ensuring scripts, prompts and knowledge-base materials are accurate and current.
• Training staff on appropriate use of FuseCall.
• Deciding when a call should be escalated to a human.

We do not guarantee any particular number of leads, bookings, conversions, answered calls, cost savings or business outcomes.

As between you and us, you own Customer Data. We do not claim ownership of your call recordings, transcripts, summaries, workflow outcomes, prompts, scripts or knowledge-base materials. This allocation does not remove the privacy or other rights of End Callers or third parties.

You grant us a non-exclusive licence to host, copy, process, transmit, display, modify and use Customer Data as reasonably necessary to:

• Provide, support, secure and improve the Services.
• Configure and operate your phone agents and workflows.
• Troubleshoot issues.
• Prevent misuse and security incidents.
• Comply with law.
• Enforce these Terms.
• Perform obligations under your Order.

That licence is limited by the purposes, processing locations, access restrictions, training restrictions and retention obligations agreed under section 18A and your deployment documents. It does not override an Australian-only commitment or authorise unrestricted model training.

We may create and use aggregated or de-identified data for analytics, benchmarking, product improvement, security, reliability and reporting, provided it does not reasonably identify you, your users, End Callers or any individual and the use is consistent with applicable law and your agreed restrictions. We will not use this provision to bypass a prohibition on training or to re-identify individuals.

We and our licensors own all rights in FuseCall, including the software, platform, user interface, workflows, templates, documentation, know-how, base prompts, product designs, models, systems, analytics, improvements and related technology.

Except for the access rights expressly granted to you, nothing in these Terms transfers our intellectual property to you.

You must not copy, modify, adapt, resell, sublicense, reverse engineer or create derivative works from FuseCall except as permitted by law or agreed in writing.

If you give us feedback, suggestions or ideas, we may use them without restriction or payment to you. We will not use your Confidential Information in public materials without your permission.

Feedback does not include a general right to repurpose Call Data or other personal information contrary to sections 13, 15 or 18A.

FuseCall may depend on third-party services, including hosting providers, telephony providers, carriers, AI voice providers, LLM providers, transcription providers, SMS or email providers, CRMs, calendars, booking tools, analytics tools and security tools.

Third-party services may have their own terms, privacy notices, service limits, outages, rate limits and data-handling practices. We are not responsible for third-party services that you independently choose, connect or configure, except to the extent required by law or expressly stated in your Order. We remain responsible for our own obligations, including the handling of providers we engage to deliver the Services.

Some features may be unavailable, limited or priced differently if a third-party provider changes its service, pricing, region availability, API, legal terms or security requirements.

A customer-connected system may receive copies of call summaries, transcripts, contact details or workflow outcomes. Those copies are subject to that system’s controls and must be included when assessing your complete data flow.

18A.1 Deployment-specific disclosure

These provisions apply to Call Data and related prompts, knowledge-base content, integration payloads and metadata. The exact arrangements depend on the providers and configuration selected for your deployment.

We will document the agreed arrangements in a Data Handling Schedule or equivalent customer-specific document. The schedule must distinguish verified facts, contractual commitments and unresolved requirements. Unknown details must not be represented as Australian-only, no-training or automatically deleted.

The schedule must cover the live call pipeline, post-call processing, monitoring, recordings, transcripts, logs, backups, support access and connected systems relevant to the service. The applicable document hierarchy is set out in section 2.

18A.2 AI training and service improvement

Using a model to answer a call, generate speech or produce a transcript or summary is processing, also called inference. It is not, by itself, model training. Operational quality review, prompt adjustment, analytics, evaluation, fine-tuning and model training are distinct activities.

These Terms do not authorise FuseCall to use identifiable Customer Data to train or fine-tune its own AI models. Any such use requires a separate written agreement identifying the data, purpose and safeguards, together with all notices, consents and other authority required by law.

Supplier use must be assessed separately. The Data Handling Schedule must state, for each relevant supplier and its downstream model providers:

• Whether audio, transcripts, prompts, summaries or call details may be used for model training, fine-tuning, evaluation or service improvement.
• The applicable exclusions, opt-outs and account settings.
• Whether restrictions are contractual or merely configurable.
• Whether human quality review or abuse-monitoring access may occur.
• Any unresolved questions or exceptions.

We will not promise that no supplier uses any Call Data for any model-related purpose unless the applicable contracts and settings support that statement. A general “no public-model training” statement does not automatically exclude private model training, supplier evaluation or service-improvement use.

Where a no-training requirement is agreed, we must use providers and settings that support it and verify that requirement before activating the relevant workload. A supplier’s broader public policy does not override a narrower restriction in an applicable binding agreement; equally, an intended restriction is not proof that an agreement exists.

De-identified or aggregated data use under section 15 remains subject to these restrictions. Processing needed to deliver the service does not grant unrestricted permission to train models.

18A.3 Where STT, LLM and TTS processing occurs

Australian hosting of the FuseCall application or primary database does not establish that speech recognition, language-model inference or voice generation occurs in Australia.

The Data Handling Schedule must identify separately:

• The voice/orchestration and telephony providers and relevant routing regions.
• The STT provider and inference region.
• The LLM provider, relevant model or deployment and inference region.
• The TTS provider and inference region.
• Any separate summarisation, classification, quality-analysis, embedding or knowledge-base processing.
• Approved fallback providers and regions.

Standard commercial configurations may use international AI services. An Australian telephone number, Australian accent or low latency is not evidence of Australian processing.

Australian-only processing is available only through an appropriately scoped and verified configuration. Models and features may be restricted, and implementation, cost and availability may differ. Where a residency restriction is agreed, fallback arrangements must also comply; service must not silently fail over to an unapproved country.

18A.4 Storage of recordings, transcripts, call logs and backups

The location of the FuseCall application or database must be distinguished from the location of supplier-held copies.

A recording URL stored in an Australian database may point to audio stored elsewhere. Storing the link in Australia does not establish that the audio is stored in Australia.

The Data Handling Schedule must identify the provider and country or region for:

• Audio recordings and any temporary recordings.
• Transcripts, summaries, call logs and extracted information.
• Prompts, knowledge-base materials and integration payloads.
• Operational logs, monitoring data and support exports containing Customer Data.
• Database replicas, object storage, snapshots, disaster-recovery copies and backups.

An Australian primary-storage commitment does not imply Australian-only backup, processing or support access. Each agreed restriction must identify the data categories and systems to which it applies.

18A.5 Suppliers and countries

We will provide a customer-specific list of suppliers handling relevant Call Data, either in the Data Handling Schedule or an incorporated subprocessor register.

For each relevant supplier, the list must identify:

• Legal entity and country of establishment.
• Service provided and categories of data received.
• Actual or contractually permitted processing and storage countries or regions.
• Backup and disaster-recovery locations where applicable.
• Countries from which personnel may access call content.
• Relevant training restrictions, retention and deletion arrangements.
• Any downstream providers material to the customer’s requirements.

A supplier’s country of incorporation is not necessarily its processing, storage or support-access location. A broad supplier register listing alternative providers is not proof that all those providers are used by a particular agent.

Customers may request the schedule or clarification at hello@fusecall.com.au. Confidential technical details may be supplied under appropriate confidentiality arrangements, without withholding information necessary for the customer’s legal compliance.

18A.6 Staff, contractor and supplier access

Authorised personnel, contractors and suppliers may access Customer Data only where reasonably needed to provide, implement, support, troubleshoot or secure the Services, meet legal obligations, or perform another purpose authorised by the applicable agreement.

Access must be subject to appropriate role restrictions and confidentiality obligations. The Data Handling Schedule must distinguish FuseCall personnel access from supplier personnel access and identify any agreed approval, logging and review controls.

Australian storage alone does not prevent overseas access. Standard commercial configurations must not be described as Australian-only support or administration unless that restriction has been expressly agreed and verified.

Where Australian-only access is required, the agreed controls must address administrative access, support escalation, incident response, contractor access and relevant supplier access. Any unavoidable legal disclosure remains subject to section 20 and applicable law.

18A.7 Retention defaults and configuration

Retention is assessed separately for recordings, transcripts, summaries, call logs, platform records, provider records, backups, audit records and customer-connected systems.

Before a retention period is represented as the applicable default, it must be recorded and checked against the actual configuration. The Data Handling Schedule must specify:

• The default period for each data category.
• When the retention clock begins.
• Whether deletion is automatic or manual.
• How customers request changes and which changes are supported.
• Whether changes apply to existing data or future data only.
• Any separate backup, security, audit, billing or legal-retention periods.
• What happens on cancellation or termination.

These Terms do not establish a single universal retention period for all configurations. The absence of a stated period must not be interpreted as automatic deletion or as permission to retain personal information indefinitely contrary to law.

Supplier retention settings do not automatically govern copies held by FuseCall or connected systems. Deleting a record from the FuseCall interface does not, by itself, prove that all supplier copies have been deleted.

18A.8 Deletion requests, exports and backups

An authorised customer may request deletion of recordings, transcripts or related Customer Data by emailing hello@fusecall.com.au and identifying the Account and records concerned.

We will verify the requester’s authority, confirm the scope and explain any applicable legal or contractual retention requirement. Subject to those requirements, we will take reasonable steps to delete data within our control and arrange deletion of relevant supplier-held copies through available provider procedures.

The Data Handling Schedule must specify applicable response and completion periods, supplier procedures and backup expiry arrangements. These Terms do not specify a universal deletion deadline; agreed deadlines and applicable legal requirements remain binding.

Deleting a recording link is not deletion of the underlying audio. Deletion from active systems may not immediately remove backups, audit records or legally required records. Any retained data must remain protected and its further use restricted to the reason for retention. Backup handling must include a procedure to prevent restored data from defeating an applicable deletion request.

Where available, we will confirm completion and identify any remaining data categories, the basis for retention and expected expiry. We will not describe deletion as complete if known relevant supplier-held copies remain.

Customers should arrange required exports before deletion or termination. Export format, availability, timeframes and any agreed migration charges must be documented. Customers remain responsible for copies they independently export or retain in their own systems, without limiting our obligations for integrations we operate.

18A.9 Provider and configuration changes

Provider-agnostic design permits provider changes; it does not permit us to disregard an agreed data-handling restriction.

We will assess material changes to providers, regions, training terms, access or retention against the agreed requirements. Applicable notice periods, objection rights and resolution arrangements must be specified in the Data Handling Schedule or data-processing agreement.

We will not materially weaken an expressly agreed Australian-only or no-training commitment without an agreed variation. If an outage or supplier change prevents compliance, we will notify affected customers as soon as reasonably practicable and use an approved alternative or restrict the affected functionality rather than silently process data outside the agreed boundary.

18A.10 Australian residency and sovereign deployments

Australian processing, Australian storage, Australian backups, Australian-only personnel access and Australian ownership or jurisdiction are different requirements.

Any “sovereign” description must specify which requirements are included. Use of Australian infrastructure operated by an international supplier does not, by itself, establish Australian ownership, immunity from foreign legal demands or compliance with every sector-specific rule.

An Australian or sovereign configuration may use suitable local provider services, self-hosted components or a combination. The exact providers, regions, access restrictions, model choices, integrations and fallback arrangements must be documented and verified.

18A.11 Standard Retell-based deployments

Where Retell is used, its role and applicable downstream providers must be identified in the customer’s Data Handling Schedule.

The Retell documentation reviewed on 2 October 2026 described primarily United States storage and processing, a default of indefinite retention unless changed, and configurable per-agent retention and storage modes. Its public Privacy Policy contained training and service-improvement wording. These are dated supplier disclosures, not verification of a particular customer’s current settings or negotiated agreement.

Accordingly:

• These Terms do not guarantee Australian-only processing or storage for a standard Retell configuration.
• A no-training assurance requires review of the applicable agreement and downstream provider terms.
• A shorter retention period requires confirmation of the actual agent settings and separate FuseCall copies.
• Disabling retained recordings or transcripts does not mean the live call avoids supplier processing.
• Supplier policy and configuration must be rechecked when the customer’s schedule is completed or materially changed.

Provider names and defaults may change. The customer-specific schedule must record its verification date rather than rely indefinitely on this dated description.

We take reasonable steps to protect Customer Data and personal information. Security measures may vary by plan, deployment and integration.

You are responsible for your own devices, networks, users, permissions, passwords, API keys, phone systems, connected systems and account practices.

Our public security overview is available through the FuseCall website. Any customer-specific security commitments must be stated in an Order, data-processing addendum, Data Handling Schedule or security schedule.

If we become aware of a security incident affecting Customer Data, we will take reasonable steps to investigate, contain and mitigate it, and notify affected customers without undue delay where required by law or the applicable agreement. We will provide available information reasonably needed to assess impact and meet notification obligations, updating it as the investigation progresses. We do not need to complete every aspect of an investigation before giving an initial required notice.

Incident contacts, escalation arrangements and any fixed notification deadlines must be recorded in the applicable schedule. Each party remains responsible for notifications it is legally required to make and will reasonably cooperate with the other.

Each party may receive Confidential Information from the other. Confidential Information means information that is marked confidential or that a reasonable person would understand to be confidential, including business, technical, financial, security, product and customer information.

The receiving party must:

• Use Confidential Information only for the purposes of these Terms.
• Protect it using reasonable care.
• Not disclose it except to personnel, advisers, contractors or providers who need to know it and are bound by confidentiality obligations.

Confidential Information does not include information that is public, already known without breach, independently developed, or lawfully received from a third party.

A party may disclose Confidential Information if required by law, court, regulator or stock-exchange rule, provided it gives reasonable notice where lawful and practical.

We will use reasonable efforts to provide the Services with due care and skill.

Unless an Order includes a specific service level agreement, we do not promise uninterrupted or error-free availability. The Services may be affected by maintenance, updates, third-party systems, carrier issues, internet issues, AI-provider availability, customer configuration, misuse or events outside our reasonable control.

We may update, change or improve the Services from time to time. We will take reasonable steps to avoid materially reducing core paid functionality during a committed subscription term, unless required for security, legal compliance, third-party changes or to prevent harm. Changes remain subject to section 18A and any agreed deployment restrictions.

We may offer beta, trial, pilot or preview features. These features may be incomplete, experimental, unsupported, changed or withdrawn. They should not be used for critical workflows unless we agree otherwise in writing.

Any beta or preview feature is still subject to these Terms and any non-excludable rights you have under law. Trial status does not waive agreed privacy or data-handling restrictions.

We may suspend or restrict access to all or part of the Services if we reasonably believe:

• You have materially breached these Terms.
• An invoice is overdue and remains unpaid after notice.
• Your use creates a security, legal, operational or reputational risk.
• Your use may harm End Callers, third parties, other customers, suppliers or our systems.
• Your Account has been compromised.
• We are required to do so by law, regulator, court order or third-party provider.
• Suspension is necessary to prevent misuse or an incident.

Where practical and lawful, we will give notice and a reasonable opportunity to fix the issue before suspension. We may suspend immediately where needed to prevent harm, unlawful conduct, a security incident or material third-party impact.

The term of your subscription or project is set out in your Order.

If your Order is month-to-month, either party may cancel at the end of the current billing period by giving notice before the next billing period starts.

If your Order is annual or for another fixed term, it continues for that term unless terminated earlier under these Terms or the Order.

Either party may terminate an Order if the other party materially breaches these Terms and does not remedy the breach within 14 days after written notice, or within a shorter period if the breach cannot reasonably be remedied and urgent action is required.

We may terminate or suspend immediately if your use is unlawful, creates serious risk, infringes third-party rights, involves fraud or misuse, or would expose us or our providers to material legal or security risk.

On termination or expiry:

• Your right to use the Services ends.
• You must pay all Fees incurred up to the effective termination date.
• We may issue a final invoice for unpaid usage, overages or services already provided.
• Each party must return, delete or protect Confidential Information as required by these Terms and law.
• Customer Data will be retained, exported, deleted or de-identified in accordance with section 18A, the Order, the applicable Data Handling Schedule, our Privacy Policy and applicable law.
• Terms that by their nature should continue will continue, including payment obligations, confidentiality, intellectual property, data, liability, indemnities, disputes and governing law.

If we terminate a paid subscription for convenience before the end of a prepaid term, we will provide a pro-rata refund of unused prepaid subscription fees for the terminated period, excluding setup fees, professional-services fees and usage already incurred, subject to any additional entitlement under law.

Nothing in these Terms excludes, restricts or modifies any guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified, including under the ACL.

To the extent permitted by law, where any guarantee, condition or warranty is implied by law and cannot be excluded, our liability is limited, at our option, to supplying the Services again or paying the cost of having the Services supplied again.

Subject to section 26 and to the extent permitted by law, each party’s total aggregate liability arising out of or in connection with the Services, an Order or these Terms is limited to the Fees paid or payable by you for the affected Services in the 12 months before the event giving rise to the claim.

If you have not paid any Fees, our total aggregate liability is limited to AUD $100.

The liability cap does not limit:

• Your obligation to pay Fees.
• Either party’s liability for fraud, wilful misconduct or intentional unlawful conduct.
• Either party’s liability that cannot be limited by law.
• Your misuse of the Services.
• Your breach of the acceptable-use, call-recording, telemarketing, privacy or Customer Data obligations.
• Either party’s infringement or misuse of the other party’s intellectual property.
• Either party’s confidentiality obligations.

Subject to section 26 and to the extent permitted by law, neither party is liable for indirect, consequential, special or punitive loss, loss of profit, loss of revenue, loss of goodwill, loss of anticipated savings, loss of opportunity, business interruption, or loss or corruption of data.

This exclusion does not apply to the extent the loss cannot be excluded by law.

You indemnify us, our personnel and our providers against claims, losses, damages, costs and expenses, including reasonable legal costs, arising from or in connection with:

• Customer Data.
• Your scripts, prompts, instructions, knowledge-base content or workflows.
• Your breach of these Terms.
• Your unlawful or unauthorised use of the Services.
• Your failure to provide required notices or obtain required consents.
• Your breach of privacy, call-recording, surveillance, telemarketing, spam, Do Not Call or consumer laws.
• Claims by End Callers arising from your business, products, services or workflows.
• Your connected systems, integrations or third-party services.

This indemnity does not apply to the extent the claim is caused by our breach of these Terms, negligence or wilful misconduct, and remains subject to section 26.

If a third party claims that the FuseCall platform, as provided by us and used in accordance with these Terms, infringes that third party’s intellectual property rights, we may, at our option:

• Modify the Services so they are non-infringing.
• Obtain rights for you to continue using the affected Services.
• Replace the affected functionality with materially similar functionality.
• Terminate the affected Services and refund unused prepaid subscription Fees for the terminated portion.

We are not responsible for infringement claims arising from Customer Data, customer instructions, customer integrations, third-party services, unauthorised modifications, misuse, or use of the Services outside the agreed scope.

We will not use your name or logo in public marketing materials without your consent. You may not use our name, logo or branding in public materials without our consent, except to identify us as your service provider in ordinary business records.

We may send notices to the email address associated with your Account or Order. You must send notices to hello@fusecall.com.au.

You are responsible for keeping your account and billing email addresses current.

We may update these Terms from time to time by publishing the updated version on fusecall.ai.

For existing paid customers, material changes will usually apply from the next renewal or billing period after notice, unless the change is required by law, relates to security, addresses misuse, or is otherwise permitted by your Order.

Your continued use of the Services after the effective date of updated Terms means you accept the updated Terms, subject to applicable law and any contrary agreed variation procedure.

Publishing updated general Terms does not silently override a customer-specific data-residency, no-training or access restriction. Changes to those commitments remain subject to sections 2 and 18A.

Before starting court proceedings, a party must give the other party written notice of the dispute and the parties must try to resolve it in good faith for at least 20 business days.

This does not prevent either party from seeking urgent injunctive relief, taking action to protect intellectual property or confidential information, or recovering undisputed unpaid amounts. It does not prevent a person from making a complaint to a regulator or exercising a non-excludable right.

These Terms are governed by the laws of Queensland, Australia.

The parties submit to the non-exclusive jurisdiction of the courts of Queensland and the courts entitled to hear appeals from them.

Neither party is liable for delay or failure caused by events outside its reasonable control, subject to section 26.

You may not assign your rights or obligations without our prior written consent, not to be unreasonably withheld. We may assign or transfer our rights and obligations to a related entity, successor, acquirer or purchaser of substantially all of our relevant business or assets, provided we give notice and the transfer does not materially reduce your rights during the current term.

We may subcontract parts of the Services, but we remain responsible for our obligations under these Terms.

If any part of these Terms is invalid or unenforceable, it will be read down or severed to the extent necessary, and the rest will continue.

A failure to enforce a right is not a waiver.

These Terms, together with the relevant Order and any documents incorporated by reference, form the entire agreement between the parties about the Services.

FuseCall is operated under the FuseLabs name from the Gold Coast, Queensland, Australia.

Contracting entity: Simple Click Pty Ltd, trading as FuseLabs.

ABN: 18 609 236 508 · ACN: 609 236 508

Registered address: Level 9 / 1 Corporate Court, Bundall, Queensland 4217, Australia

Email: hello@fusecall.com.au

Website: fusecall.ai

Status: Uncompleted template. Not a factual statement about an existing deployment and not binding until completed and accepted with the relevant Order.

A. Deployment and authority

B. Supplier and location register

Complete one row per actual provider, including downstream AI providers where relevant. “Australian company”, “global” or a provider’s headquarters address is not a substitute for the actual processing and storage locations.

Remove genuinely unused components only after confirming that they do not receive data. Add rows for additional suppliers or distinct deployments.

C. Training, evaluation and human review

For FuseCall and each relevant supplier, record:

• Whether identifiable audio, transcripts, prompts, metadata or summaries are used to train or fine-tune any model.
• Whether de-identified data is used, and for which purposes.
• Evaluation, product-improvement and quality-review use.
• Human access for support, quality review, security or abuse monitoring.
• Contractual prohibitions, opt-outs and account settings.
• Relevant downstream provider terms and exceptions.
• Evidence, date checked and approving person.

Unresolved items: To be completed. “No training” must not be entered without supporting evidence covering the relevant data and suppliers.

D. Retention, deletion and export

Also record:

• Who may request changes or deletion and how authority is checked.
• Export format, access period and any agreed charges.
• Whether retention changes affect historic data.
• Supplier deletion procedures and evidence of completion.
• Handling of restored backups and prior deletion requests.
• Termination/export/deletion sequence.
• Lawful grounds for residual retention and its expiry.

E. Access, incident response and change control

• Approved FuseCall, contractor and supplier roles and access countries.
• Australian-only restrictions, where applicable.
• Administrative approval, authentication, logging and access-review controls.
• Incident contacts and notification deadlines.
• Provider-change notice period and objection/resolution process.
• Permitted fallback providers and regions.
• Procedure if a provider can no longer meet an agreed restriction.
• Customer and FuseCall approval of the final schedule.