Please read these terms carefully before engaging CAI Flow for any services.
CAI Flow Pty Ltd (ABN 22 694 584 202 | ACN 694 584 202) is an AI implementation consultancy based in Sydney, New South Wales, Australia. We design, build, and manage done-for-you AI systems for small and medium-sized businesses, primarily across phone, SMS, web chat, and CRM platforms.
References to "we", "us", or "CAI Flow" in these terms refer to CAI Flow Pty Ltd. References to "you" or "the client" refer to the individual or business engaging our services.
CAI Flow provides AI implementation services including but not limited to:
The specific scope of services provided to you will be set out in a written proposal or service agreement. These Terms and Conditions apply to all engagements unless otherwise agreed in writing.
A service engagement begins when you accept a written proposal from CAI Flow, either by signing a service agreement, paying an initial invoice, or providing written confirmation of acceptance via email.
Proposals are valid for 30 days from the date of issue unless otherwise stated. CAI Flow reserves the right to withdraw or revise a proposal before acceptance.
Fees for CAI Flow services are set out in your proposal or service agreement. Unless otherwise agreed in writing, the following terms apply.
Setup and implementation fees are structured as a split payment. The first 50% is invoiced on acceptance of the proposal and is payable before work commences. The remaining 50% is invoiced on go-live and is due within 7 days. Work does not begin until the first instalment is received. For smaller engagements, CAI Flow may require full payment upfront, which will be stated in the proposal.
Where a proposal specifies that the Setup and Implementation fee includes a period of campaign management from go-live (typically the first calendar month), this is itemised in the proposal. In such cases, monthly management fees commence from the calendar month following the included period.
Monthly management fees are invoiced in advance on the first day of each calendar month and are due within 7 days of invoice. Services for that month are conditional on receipt of payment. If payment is not received by the due date, CAI Flow reserves the right to suspend services until the account is brought up to date.
Where go-live falls mid-month and the included first-month period ends mid-month, a pro-rata invoice covers the gap from the end of the included period to the start of the next calendar month. The pro-rata amount is calculated as the monthly management fee multiplied by the number of days in the bridge period, divided by 30.
Messaging usage. Where CAI Flow services include messaging infrastructure (SMS, voice, or similar), usage is charged at the per-message rates set out in the proposal. Charges are added to the monthly management invoice in arrears, based on actual usage during the preceding month. Usage rates cover messaging infrastructure, AI processing, and SIM plan costs, and are reviewed annually. CAI Flow may adjust usage rates with 30 days written notice.
All prices are quoted in Australian dollars (AUD) and are exclusive of GST unless stated otherwise. GST of 10% will be added to all invoices where applicable under the A New Tax System (Goods and Services Tax) Act 1999.
Overdue accounts. If payment is not received within 7 days of the due date, CAI Flow will issue a reminder notice. If payment remains outstanding after 14 days from the due date, services may be suspended without further notice. If payment remains outstanding after 30 days from the due date, CAI Flow may terminate the engagement in accordance with clause 5. Reinstatement of suspended services may attract a reconnection fee as set out in the relevant proposal. Overdue amounts may attract interest at the rate of 10% per annum calculated daily from the due date until the date of payment.
Service agreements may be offered on a month-to-month or fixed-term basis as set out in your proposal. For month-to-month agreements:
Where termination arises from non-payment, CAI Flow will follow the overdue process set out in clause 4 before terminating. In all other cases, including material breach of these terms, unlawful conduct, or conduct harmful to CAI Flow or its technology partners, CAI Flow may terminate immediately and without notice.
All systems, scripts, workflows, automation logic, and configurations built by CAI Flow using its own methodologies and tools remain the intellectual property of CAI Flow Pty Ltd.
Content, branding, and business-specific information you provide to CAI Flow for use in your systems remain your intellectual property. You grant CAI Flow a licence to use this content solely for the purpose of providing your services.
Upon termination of services, you retain access to your own CRM data and customer information. CAI Flow retains ownership of the system architecture, scripts, and workflows it has developed.
To enable CAI Flow to deliver its services effectively, you agree to:
CAI Flow handles customer and business data in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our full Privacy Policy is available at caiflow.com.au/privacy.
You are responsible for ensuring that your collection and use of customer data complies with all applicable laws, including obtaining any necessary consents before providing customer contact information to CAI Flow for use in reactivation or outreach campaigns.
CAI Flow will not share, sell, or disclose your customer data to third parties except as necessary to provide the agreed services (for example, SMS delivery platforms or CRM integrations).
Customer interactions with CAI Flow AI systems may be recorded, stored, and analysed for the purposes of service quality improvement, system optimisation, and performance reporting. The client is responsible for ensuring their end users are aware of this and have consented to it where required by law.
CAI Flow systems are built on enterprise-grade third-party infrastructure including CRM platforms, SMS delivery services, and AI APIs. CAI Flow is not responsible for outages, changes in pricing, or changes in terms of service imposed by third-party platforms.
Where a third-party platform change materially affects the services provided to you, CAI Flow will notify you as soon as practicable and work to find a suitable alternative.
For services that require dedicated infrastructure such as SIM cards, mobile devices, or phone numbers (most commonly used in Database Reactivation campaigns), the following terms apply.
CAI Flow provides and manages the dedicated SIM, device, and associated phone number on behalf of the client as part of its managed service. The infrastructure is operated under the client's instructions and in connection with the client's business. The client remains responsible for ensuring that all campaigns and communications sent through the dedicated infrastructure comply with applicable law, including the Spam Act 2003 (Cth) and the Privacy Act 1988 (Cth).
The dedicated number remains operational for the duration of the engagement and is not portable to the client on termination. Contacts who have saved the campaign number directly will not be able to reach the client through that number after the engagement ends. The client's existing business numbers and communications are unaffected.
Inbound calls to the dedicated number are forwarded to a number nominated by the client. The client is responsible for nominating an appropriate forwarding destination and updating it as needed.
To the maximum extent permitted by law:
Nothing in these terms limits liability for fraud, death, or personal injury caused by negligence, or any other liability that cannot be excluded by law.
CAI Flow warrants that it will provide services with reasonable skill and care. To the maximum extent permitted by law, all other warranties, express or implied, are excluded.
AI-powered systems may occasionally produce unexpected responses. CAI Flow configures all systems with guardrails and approval processes, and monitors performance on an ongoing basis. You are responsible for reviewing system output during the approval process before go-live.
CAI Flow's AI-powered systems are provided as a business automation tool and are not a substitute for professional advice, including legal, medical, financial, or accounting advice. Clients should not rely on AI-generated content as a replacement for qualified professional guidance.
By engaging CAI Flow services, the client acknowledges that:
Both parties agree to keep confidential any proprietary or commercially sensitive information shared during the engagement. This obligation survives termination of the service agreement.
CAI Flow may reference you as a client in its marketing materials unless you request otherwise in writing.
These Terms and Conditions are governed by the laws of New South Wales, Australia. Both parties submit to the exclusive jurisdiction of the courts of New South Wales for the resolution of any disputes.
CAI Flow encourages resolution of disputes through good-faith discussion before formal proceedings. If you have a concern, please contact us at hello@caiflow.com.au in the first instance.
CAI Flow may update these Terms and Conditions from time to time. Material changes will be communicated to active clients via email with a minimum of 14 days notice. Continued use of CAI Flow services after that period constitutes acceptance of the updated terms.
The most current version of these terms is always available at caiflow.com.au/terms.
Access. Where CAI Flow provides access to a client platform, portal, or dashboard as part of its services, that access is granted on a per-client basis and is conditional on an active service agreement. Access will be suspended or revoked upon termination of the service agreement in accordance with clause 5.
Credential security. You are responsible for maintaining the confidentiality and security of any login credentials provided to you. You must not share access with unauthorised users. You must notify CAI Flow immediately at hello@caiflow.com.au if you become aware of any unauthorised access to or use of your account.
Acceptable use. You must only use the platform for its intended purpose in connection with your CAI Flow service agreement. Use of the platform for any purpose outside the agreed scope of services is not permitted without prior written consent from CAI Flow.
Prohibited conduct. You must not:
Suspension and revocation. CAI Flow reserves the right to suspend or revoke platform access immediately, and without prior notice, in the event of a breach of this clause or any other provision of these terms, or where continued access poses a risk to the platform, its infrastructure, or other users. CAI Flow will notify you of any such action as soon as practicable.
Platform availability. Platform availability is subject to the uptime and availability of third-party infrastructure providers. CAI Flow does not guarantee uninterrupted access to the platform and is not liable for any loss or damage arising from periods of unavailability caused by third-party outages, scheduled maintenance, or events outside CAI Flow's reasonable control.
You agree to indemnify, defend, and hold harmless CAI Flow Pty Ltd, its officers, employees, contractors, and agents from and against any claims, damages, liabilities, penalties, fines, and reasonable legal costs arising from or in connection with:
This indemnity applies to the extent the relevant claim, damage, or liability arises from your acts, omissions, or breach, and not from any act or omission of CAI Flow. This clause survives termination of the service agreement.
If any provision of these Terms and Conditions is found by a court of competent jurisdiction to be unlawful, void, or unenforceable, that provision will be severed from these terms and will not affect the validity or enforceability of the remaining provisions, which will continue in full force and effect.
Contact us if you have any questions.
CAI Flow Pty Ltd
ABN 22 694 584 202 | ACN 694 584 202
Sydney, New South Wales, Australia
hello@caiflow.com.au