Terms of service

Who this is between

This agreement is between NURV Consulting Pty Ltd (ABN 14 156 186 480) — “we”, “us”, “our” — and you, our customer, for the ongoing services we provide. It’s our standard customer agreement (our standard form of agreement) for services. Buying hardware from our online shop is a separate, one-off transaction covered by our Terms of sale, not this page.

Your agreement with us

Your agreement is made up of:

• these terms of service;
• the specific services, plans and pricing you’ve signed up for (as set out in your quote, order or proposal); and
• our related policies — Acceptable use, Fair use, Privacy and Complaint handling.

It starts when we activate a service for you (or when you first use it). If anything in your plan-specific details conflicts with these general terms, your plan-specific details apply for that service.

The services we provide

Depending on what you’ve signed up for, we provide hosted phone systems, business phone numbers, Microsoft Teams calling, AI voice agents, call analytics, business internet, mobile, and SIP trunks. We host and manage our platform locally in Perth. We’ll provide your services with due care and skill and in line with what we’ve agreed with you.

Term & no lock-in

Services run month-to-month unless your plan specifically says otherwise. There’s no multi-year lock-in: if we’re not earning the renewal, you can leave. To cancel a service, just tell us by phone or email before your next billing date and the service ends at the end of that cycle. Hardware bought outright is yours and isn’t tied to your service term.

Pricing, billing & payment

We bill your recurring charges monthly. Prices are in Australian dollars; we’ll tell you whether a price is shown inclusive or exclusive of GST, and your tax invoice sets it out. Usage that sits outside your plan — for example calls itemised under our Fair use policy — is billed in addition at our standard rates.

Please pay each invoice by its due date. If a payment is overdue we’ll get in touch; ongoing non-payment may lead to suspension (see below). If you think a charge is wrong, tell us — we’ll look into it, and you can raise it under our Complaint handling policy. We may adjust pricing from time to time and will give you reasonable notice of any change that affects you.

Your responsibilities

• Use the services lawfully and within our Acceptable use and Fair use policies.
• Keep your account, billing and contact details current so we can reach you and bill you correctly.
• Look after the equipment, logins and network at your end, and keep your own power and internet running where a service depends on them.
• Make sure the people who use your services do so within these terms — you’re responsible for use of your account.

Service availability & support

We aim high — our platform targets 99.95% uptime, running across two Perth data centres so a problem at one site doesn’t take your phones down. Support is available Monday to Friday, 8am–6pm AWST, with a senior engineer on call after hours for urgent faults (for customers on a managed-service plan, after-hours support is included; otherwise it’s billed at our callout rate).

Like any communications service, we can’t promise it will never be interrupted — occasional planned maintenance, faults, or things outside our control (such as a carrier outage, power loss or your own internet dropping) can affect a service. We’ll work to restore things quickly and, where we can, let you know in advance about planned work.

Phone numbers & porting

We can port your existing numbers to us — landline, mobile and 13/1300 — and the typical timeline is two to three weeks from a signed authority to cutover. If you ever leave, you can port your numbers away to another provider; we won’t hold them hostage. Some number types are provided to you for use rather than owned by you outright; we’ll let you know if that applies.

Equipment & hardware

You can bring your own compatible devices or buy hardware from us. Hardware purchases are covered by our Terms of sale and Returns & warranty policy. Where we supply equipment as part of a managed service (rather than sold outright), we’ll tell you what that includes and whether it stays ours.

Suspension & termination

You can cancel a month-to-month service at any time with reasonable notice. We may suspend or limit a service if an invoice stays unpaid after we’ve followed up, if a service is being used in breach of these terms or our Acceptable use policy, or if we’re required to by law or our carriers — and we’ll tell you why. Where it’s safe and practical, we’ll give you a chance to fix the problem first.

When a service ends, you’ll be billed for what you’ve used up to that point, and you’ll have a window to port your numbers out. We’ll handle your information afterwards in line with our Privacy policy.

Liability & your consumer rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, and nothing in these terms limits or removes those rights. Beyond what the law requires, and to the extent the law allows, we aren’t liable for loss that wasn’t reasonably foreseeable, and our liability for a service is limited to re-supplying it or covering the cost of doing so. We’re not responsible for issues caused by things outside our reasonable control, or by your own equipment, network or power.

Privacy

How we handle your personal information — what we collect, why, and who we share it with — is set out in our Privacy policy.

If something goes wrong

Please tell us — we’d always like the chance to fix it. Our Complaint handling policy explains how to raise a complaint and our timeframes, and if we can’t resolve it you can take it to the free, independent Telecommunications Industry Ombudsman (TIO) on 1800 062 058 or at tio.com.au/complaints.

Changes to these terms

We may update these terms from time to time and will publish the current version here. If a change materially affects you, we’ll give you reasonable notice — and if you don’t accept a material change, you can cancel the affected service.

Governing law

This agreement is governed by the laws of Western Australia, and the courts of Western Australia have jurisdiction.

Questions?

We’re Perth-based and happy to talk it through.