Terms of Service

These Terms of Service ("terms") apply when you use the Salon Ignite AI website at www.salonignite.com, book a free Missed Enquiry Audit, or use any of our services. Salon Ignite AI is a Melbourne-based AI agency for salons, spas and beauty clinics, ABN 91 583 128 171. In these terms, "we", "us" and "our" mean Salon Ignite AI, and "you" means the business or person using our website or services.

01 About These Terms

By using our website, you agree to the parts of these terms that apply to website visitors. If you become a client, these terms apply to our services once you accept a proposal from us in writing (including by email) or pay your first invoice, whichever happens first.

If you are a client, your proposal sets out the services, fees and any minimum term we have agreed with you. If your proposal and these terms say different things, the proposal applies for that specific point. Our Privacy Policy, at www.salonignite.com/privacy-policy, also forms part of these terms.

02 Using Our Website

You can use our website to learn about our services and book an audit. When using it, you agree not to:

• use it for anything unlawful, misleading or harmful
• try to access parts of the website or our systems that are not meant for you
• copy, scrape or reuse our content, design or branding for commercial purposes without our written permission
• upload or send anything that contains viruses or harmful code

We work to keep the information on our website accurate and up to date, but it is general information only. Examples and figures, such as the revenue examples on our homepage, are illustrations and not a promise of results for your business.

03 Free Missed Enquiry Audit

Our Missed Enquiry Audit is a free 15-minute call. There is no cost and no obligation to buy anything. After the call, we may send you a custom plan and quote, which is valid for 30 days unless it says otherwise.

What you tell us during the audit is handled under our Privacy Policy and kept confidential.

04 Our Services

We set up and manage AI-powered systems that help salons, spas and beauty clinics win more bookings. Depending on your plan, our services may include:

• Missed enquiry capture: replying to calls, texts, web chats and social messages that would otherwise go unanswered
• Lapsed-client reactivation: messaging past clients who have not booked in a while, where they have agreed to receive marketing
• Automated rebooking: reminders and rebooking prompts based on your clients' booking history
• Review requests and AI replies: asking happy clients for reviews and drafting or posting replies
• AI voice receptionist: an AI assistant that answers and handles phone calls
• AI search visibility: improving how your business appears in Google and AI search tools
• AI-powered Meta ads: setting up and managing Facebook and Instagram advertising

Our systems work alongside the booking software you already use, such as Fresha, Timely, Kitomba, Phorest and Shortcuts. The exact services included in your plan are set out in your proposal.

05 Setup and Go-Live

Setup usually takes 3-5 business days from the date we receive everything we need from you, including account access, your approved services and prices, and your approval of scripts and message templates. "Go-live" is the day your system starts handling real enquiries, and we will confirm that date with you in writing.

If setup is delayed because we are waiting on information or access from you, or on a third-party platform, the timeframe moves out by the same amount.

06 Fees and Payment

• Setup fee: a one-off fee for building your system. The amount is custom to your business and set out in your proposal. It must be paid in full before setup starts.
• Monthly fee: charged monthly in advance from your go-live date.
• How you pay: by card or direct debit through Stripe. We do not store your card details.
• When payment is due: on the invoice date.
• GST: we are not currently registered for GST, so our fees do not include GST. If we become registered, we will tell you in writing at least 30 days before GST is added to your fees.

If a payment is late: we will send you a reminder. If a payment is still unpaid 14 days after it was due, we may pause your services after giving you at least 7 days' written notice. We will restart them once the overdue amount is paid.

Price changes: we will give you at least 30 days' written notice before changing your monthly fee. If you do not agree with the change, you can cancel before it takes effect without paying any early cancellation fee.

07 Usage Costs and Third-Party Platforms

Our services rely on trusted third-party platforms, such as GoHighLevel (LeadConnector), Twilio, OpenAI, Anthropic, ElevenLabs, Retell, Meta, Google and Stripe. Your proposal will say which usage costs are included in your monthly fee, such as SMS, call minutes and AI usage, and how any usage above that amount is charged. We will not charge you for extra usage without first telling you the rate.

These platforms are run by other companies and have their own terms. We are not responsible for changes they make, outages on their side, or their decisions to restrict or close accounts, but we will tell you promptly if something affects your service and work with you to fix it.

08 Meta Ads

If your plan includes Meta ads:

• You pay your ad spend directly to Meta, separately from our fees.
• You keep ownership of your ad account, pages and audiences.
• Ads must follow Meta's advertising rules. Clinics offering cosmetic or health services must also follow the AHPRA advertising guidelines, which limit things like before-and-after images and testimonials.
• We cannot guarantee ad results, approval by Meta or a particular cost per lead, because these depend on Meta and on your market.

09 Your Responsibilities

To get the best results and keep things legal, you agree to:

• give us accurate information about your business, services, prices, opening hours and policies, and tell us when anything changes
• review and approve the scripts, message templates and FAQs we set up before go-live, and any changes you ask us to make later
• only give us contact lists for people who have agreed to receive marketing from you, and keep a record of that consent
• have your own privacy policy that tells your customers you use AI assistants and automated messaging
• follow the AHPRA advertising rules if you are a clinic offering cosmetic, injectable or health services
• give us the account access we need, and keep your own logins secure
• pay your invoices on time

10 Our AI Assistants

Our AI assistants always introduce themselves as AI, so your customers know they are not talking to a person. They are set up to answer common questions, offer appointment times and pass anything unusual, sensitive or complex to your team.

AI is helpful but not perfect. It can occasionally misunderstand a message or give an incomplete answer. To reduce this:

• we build the assistants using only the information and scripts you approve
• we monitor conversations and fix problems as soon as we become aware of them
• you should tell us promptly if you notice an incorrect reply

Our AI assistants do not give medical, clinical or treatment advice, and they are set up not to ask for health information. Any questions about suitability, medical history or treatment are passed to your staff. You remain responsible for all clinical decisions and treatment advice.

We are responsible for setting up and managing the assistants with reasonable care and skill. You are responsible for the accuracy of the business information you give us.

11 Performance Guarantee

If your system does not recover at least 3 qualifying appointments a week in the first 30 days after go-live, we will keep providing the service at no extra charge until it does.

What counts

• A qualifying appointment is a confirmed booking for a paid service that came from an enquiry, message or call handled by our system, or from a reactivation or rebooking message we sent, and that is recorded in your booking software.
• The guarantee is measured as an average across the first 30 days after go-live.

Conditions

• Your business receives at least 10 new enquiries or calls a week during the 30 days.
• Your system stays switched on and connected for the full 30 days.
• You have available appointment times in your booking calendar.
• You give us the access and approvals we need within 2 business days of our request.
• Your account is up to date with payments.

If the guarantee applies, we will keep providing your service with no monthly fee until your system reaches an average of 3 qualifying appointments a week over a 30-day period, or until you cancel. This guarantee is in addition to, and does not replace, your rights under the Australian Consumer Law.

12 Data and Privacy

Our Privacy Policy at www.salonignite.com/privacy-policy explains how we handle personal information. In summary, when we handle your customers' information to deliver our services:

• we only use it to provide services to you, and as you direct
• we do not sell it, and we do not use it to train AI models
• we keep call recordings for 90 days and call transcripts and message logs for 12 months, unless you ask us to delete them sooner
• we protect it with access controls, two-factor authentication and encryption where our providers offer it
• we will tell you as soon as possible if we become aware of a data breach that affects your information
• we will help you respond to your customers' privacy requests

You own your customer data. Within 30 days of our services ending, we will give you a copy of your data if you ask for it, and then delete it, unless the law requires us to keep it.

13 Confidentiality

We each agree to keep the other's confidential information private, including business details, pricing, customer information and anything marked or clearly meant to be confidential. We will each only use it for the purpose of working together and only share it with people who need it for that purpose, such as our service providers, or where the law requires. This continues after our services end.

14 Intellectual Property

• What you own: your business name, logo, brand, photos, content, customer data and ad accounts. You give us permission to use them only to provide our services to you.
• What we own: our templates, workflows, scripts, prompts, methods and know-how, including improvements we make while working with you. While you are a client, you can use the system we set up for you.
• Our website: the content, design and branding on our website belong to us and are protected by copyright.

When our services end, any content made specifically for your business, such as your approved message wording, is yours to keep. The underlying system and templates stay with us.

15 Service Availability

We aim to keep your system running at all times, but we cannot promise it will never be interrupted. Maintenance, updates and problems with third-party platforms can cause short outages. Where we can, we will plan maintenance outside business hours and tell you about planned interruptions in advance. If something goes wrong, we will work to fix it as quickly as we reasonably can.

16 Term, Cancellation and Ending Our Services

• Minimum term: 12 months from your go-live date.
• Renewal and cancelling: at the end of your minimum term, your service automatically renews for another 12 months, unless you give us at least 30 days' written notice by email before the end of the current term.
• Setup fee: once we have started setup work, the setup fee is not refundable, except where the Australian Consumer Law gives you a right to a refund.
• Monthly fees: fees already paid are not refunded. If you cancel, your service continues until the end of your current term.

Either of us can end these terms by giving written notice if the other:

• seriously breaches these terms and does not fix the breach within 14 days of receiving written notice about it, or
• becomes insolvent or stops carrying on business.

We may also end our services with 30 days' written notice if we stop offering a service. If we do, we will refund any fees you have paid in advance for the period after the services end.

When our services end, we will switch off your AI assistants and automations, hand over your data as set out in the Data and Privacy section, and help transfer any phone numbers or accounts that belong to you. Clauses that are meant to continue, such as confidentiality, liability and data handling, continue after the services end.

17 Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or changes any consumer guarantee, right or remedy you have under the Competition and Consumer Act 2010 (Cth) or any other law that cannot lawfully be excluded.

Where the law allows, our liability for failing to meet a consumer guarantee for services that are not of a kind ordinarily acquired for personal, domestic or household use is limited to supplying the services again, or paying the cost of having them supplied again.

18 Liability

Subject to the Australian Consumer Law section above:

• Neither of us is liable to the other for indirect or consequential loss, such as loss of profit, revenue or opportunity.
• Each party's total liability to the other under these terms is limited to the total fees you paid us in the 12 months before the event that caused the claim.
• These limits do not apply to liability for fraud, wilful misconduct, breach of confidentiality or privacy obligations, personal injury, or amounts you owe us for services provided.
• Each party's liability is reduced to the extent the other party caused or contributed to the loss.

We do not guarantee a specific amount of revenue, bookings or reviews, other than as set out in the Performance Guarantee section.

19 Indemnity

Each of us agrees to cover the other for losses caused by a third-party claim, to the extent the claim arises from:

• a breach of these terms by that party
• that party's breach of the law, including privacy, spam or advertising laws
• for you, content, contact lists or business information you gave us, or messages sent at your direction
• for us, our negligence in setting up or managing your system

The party asking to be covered must tell the other promptly about the claim and take reasonable steps to reduce its losses.

20 Disputes

If we have a disagreement, we will both try to resolve it in good faith. Either of us can start this by giving written notice of the issue. If we cannot resolve it within 14 days, we will try mediation before going to court, unless urgent relief is needed. Each of us will pay our own costs of mediation, and share the mediator's fees equally.

21 Changes to These Terms

We may update these terms from time to time, for example when our services or the law change. The "Last updated" date at the top shows when they last changed.

If you are a client, we will email you at least 30 days before any change that affects your services takes effect. If you do not agree with the change, you can cancel before it takes effect without paying any early cancellation fee. Changes do not apply to fees you have already paid.

22 General

• Governing law: these terms are governed by the laws of Victoria, Australia, and we both agree to the courts of Victoria.
• Notices: notices under these terms must be in writing and can be sent by email. Our email for notices is [email protected]. Yours is the email in your proposal.
• Events outside our control: neither of us is responsible for delays caused by events outside our reasonable control, such as major platform outages, natural disasters or internet failures. We will let you know promptly and do what we reasonably can to minimise the impact.
• If a term is invalid: if any part of these terms cannot be enforced, the rest still applies.
• Transfer: neither of us can transfer these terms to someone else without the other's written consent, which will not be unreasonably refused. We may transfer them to a buyer of our business if we give you notice and the buyer agrees to follow these terms.
• Entire agreement: these terms, your proposal and our Privacy Policy are the whole agreement between us about our services.

23 Contact

If you have any questions about these terms, or need to send us a notice, please contact us: