Terms of agreement between Turn Key Receptionist ABN 11153007562 and subscribers to our Virtual Receptionist Service:
- These Terms and Conditions form part of the contract of service and when engaging with Turn Key Receptionist Pty Ltd as a client, you accept these terms.
- We reserve the right to add to, modify or amend these terms in line with reasonable commercial practices at any time without notice.
- Terms of payment are ‘Prepaid’ for all accounts unless a formal credit application has been submitted to, and approved by, Turnkey Receptionist.
- Credit card payments will be processed automatically on prepaid top up accounts where automatic payment has been selected. Please ensure your funds are available or a declined payment fee of 10 dollar will apply.
- Minimum credit card payment is $11.
- Any free credit or bonus credit offers are only valid to customers who provide valid credit card details and agree to automated account top up.
- We reserve the right to charge interest at a rate of 5 percent of total debt per month for outstanding accounts. Where overdue accounts followup is required, we may in addition bill an admin fee of $25. This will be added to your account at the discretion of management.
- Should the services of a collection agency or legal fees be required to recover outstanding arrears, all costs and liabilities of same will be added to the overdue account.
- In the event of zero balance or non payment, service will be suspended for outstanding accounts until payment has been received. We would typically attempt to contact you to seek payment prior to taking this action.
- We endeavor to give the best possible service, however in the unlikely event of technical problems with our service provider, systems failure, power failure, or other unforeseen event causing detriment to service, or failure to answer calls. no compensation will be granted.
- Should a call be missed, it will go to your customised voice mail to email service. Note that we do not provide answering for emergency services and while we endeavor to answer every call, we provide no guarantees.
- Per call pricing means 600 seconds of call time for each call. Where a call exceeds 600 seconds, a second call will be charged. In some instances a shorter or longer ‘per call’ duration may be agreed upon at our discretion and will be on a case by case basis.
- Should you no longer require this service, notice in writing must be provided. This may be in the form of an email, or letter; however it is your responsibility to confirm our receipt of this notification.
- While we are happy to deal with all nature of calls on your behalf, we will not allow abusive telephone behaviour from any persons towards our operators. In the event that we take calls from persons on your behalf, who are aggressive and rude, we will notify you immediately and expect that you will handle the situation to minimise stress to our operators.
- We endeavor to provide the best quality of service at all times. Should you have a problem with the way a call was handled, or the content of your messages, please address this via email to service@turnkeyreceptionist.com.au. Do not contact the operator directly with any grievances.
- Similarly, should you be particularly impressed with our service, please provide feedback via email to service@turnkeyreceptionist.com.au. We always welcome your praise and appreciation.
- The quality of our service to your callers is largely dependent on the information you provide. Please update your information via your portal log in or mobile app. It is your responsibility to keep us correctly informed.
- In the event of an incorrect phone number being provided by the receptionist, please submit the message received to: service@turnkeyreceptionist.com.au and we will endeavour to provide correct information. A $10 bonus credit will be added to your account for each incorrect number at management’s discretion.
- Turnkey Receptionist reserves the right to make changes to pricing and service packages at any time. All changes or increases will be notified in writing within 14 days.
- Our agents are recruited and trained by us to do the work required by you. All communication with our team is to be via agreed channels and kept at a professional level. Do not attempt to communicate with, or invite our team to connect with you or your associates outside of Turn Key Receptionist. Any attempt to engage, employ directly, discuss engagement terms, pay rates or lure our team to accept offers of contract or employment with your company directly will be dealt with as a breach of contract. Should you breach this condition causing us to lose a team member, you agree to compensate us to the amount of $25,000 per agent, payable 14 days from invoice date.
- Should you engage one of our team directly within 12 months of doing business with Turn Key Receptionist Pty Ltd, you agree to pay $30,000 plus GST as an agency fee for the placement, payable 14 days from invoice date.
- (a) Subscriber agrees and acknowledges that Turnkey Receptionist shall not be liable for any claims of whatsoever kind or nature (including claims for negligence) that might arise directly or indirectly out of any act or omission, use or misuse of any of the services by the Subscriber or for anything else done or not done by Turnkey Receptionist. To the extent this clause fails to fully and completely exclude any claim and/or to the extent any third party might make any claim against Turnkey Receptionist in any way related to the Subscriber’s use or misuse of the Services or anything done or not done for the Subscriber by Turnkey Receptionist then the Subscriber hereby indemnifies Turnkey Receptionist against any and all liabilities losses expenses and costs that might be suffered or incurred by Turnkey Receptionist as a direct or indirect consequence of any such claims being made.
- (b) Turnkey Receptionist hereby excludes all and any liabilities, costs, damages, losses or expenses of whatsoever kind or nature which may be claimed by Subscriber or any third party against Turnkey Receptionist including claims for negligence in relation to any matter whatsoever arising from this Agreement.
- This Agreement will be governed by and construed pursuant to the laws of New South Wales, Australia and the parties agree to submit to the jurisdiction of the Courts of New South Wales Australia in connection with any dispute relating to this Agreement..
Refunds and Returns Policy
- Our service is PRE-PAID.
- In order to be eligible for bonus credit or special offers, you will need to submit your credit card for automated account top up.
- Any unused credit, less any bonus credit, will be refunded within 30 days of cancellation of services.
- Where our services have caused damages, or failed to meet your expectations of service, or has been unavailable during contracted hours of service due to technical faults or other unforeseen circumstances, no liabilities for damages will be granted.
Privacy Policy
At Turn Key Receptionist, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and store information about our clients (businesses who use our services) and about callers/customers of those clients when we provide receptionist services on their behalf.
Information We Collect
We collect information about you and your business including business contact details, staff information, gender, payment and banking information, location, products and services, pricing, advertising, and any other relevant information you (or your staff) provide to us.
In addition, when acting as your receptionist, we may collect and record information from your callers/customers, such as names, contact details, appointment information, or other details provided during the call. Where the caller shares health, financial, or other sensitive information, we will treat that as “sensitive information” under the Privacy Act.
Purpose of Collection and Use
We collect, hold, and use this information to:
contact you regarding your services with us;
provide accurate and timely information to your callers about your business and staff;
administer and improve our services;
process payments and manage accounts;
collect, record, and pass on caller information to you in accordance with your instructions, acting as your agent;
update you about changes, updates, or special offers (with the ability to opt out of marketing communications).
We will not use caller/customer information collected on behalf of your business for our own marketing or unrelated purposes.
Disclosure of Personal Information
Your information is not shared with third parties, except:
where you have selected “public” in relation to certain business information;
where the information is otherwise publicly available;
to service providers we engage (such as IT, cloud hosting, or payment processors) who are bound by confidentiality and privacy obligations;
where required by law, regulation, or valid legal process;
with your consent, or with the consent of the individual concerned, where applicable.
Where we act on behalf of clients (e.g. answering calls for a psychology practice), caller/customer information is disclosed only to that client (the business you called) in accordance with their instructions.
Cross-Border Disclosure
Some personal information may be stored or processed using cloud-based services located outside Australia. Before disclosing any personal information overseas, we take reasonable steps to ensure that the recipient is subject to privacy obligations substantially similar to the Australian Privacy Principles, or we obtain your consent.
Data Quality
We take reasonable steps to ensure that personal information we hold is accurate, up-to-date, and complete. Clients are encouraged to keep us informed of any changes to their business details, and callers may request corrections to their personal information where appropriate.
Data Security & Retention
We keep your information secure through staff training, confidentiality agreements, firewalls, virus scanning, and access controls.
We take steps to destroy or de-identify personal information once it is no longer needed for the purpose for which it was collected, unless we are required by law to retain it for longer periods.
Access and Correction
You have the right to request access to personal information we hold about you, and to request corrections if the information is inaccurate, out of date, incomplete, irrelevant, or misleading. Requests should be made in writing to the contact details below, and we will respond within a reasonable time (usually 30 days).
If you are a caller/customer of one of our clients, we will provide access to your personal information only in coordination with that client, as they remain the primary holder of your information. We will assist them in responding to your request.
Anonymity and Pseudonymity
Where lawful and practicable, individuals have the option to remain anonymous or to use a pseudonym when dealing with us (e.g., when making a general enquiry). However, for most of our services, identification will be necessary.
Direct Marketing
From time to time, we may use your business contact details to update you about service changes, improvements, or promotions. You can opt out of receiving marketing communications at any time by contacting us or using the unsubscribe link in our emails.
Complaints
If you have a concern about your privacy, you have the right to make a complaint. Please contact us using the details below. We will acknowledge your complaint, investigate it, and provide you with a response.
If you are not satisfied with our response, you may also lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. Updated versions will be published on our website, and the date of the latest revision will be shown at the top of the policy.
Contact Us
Phone: 02 8069 9111
Email: service@turnkeyreceptionist.com.au
