Terms of Service

You must be at least 18 years old (or the age of majority in your jurisdiction) to use ZyncoAI. If you use ZyncoAI on behalf of a company, you represent that you are authorized to bind that company to these Terms.

• Keep your login credentials confidential and use strong passwords.
• You are responsible for activity on your account, including workflows you create and integrations you connect.
• If you suspect unauthorized access, rotate credentials and contact support.

You agree not to misuse the platform. Prohibited conduct includes:

• Breaking laws or violating third-party rights, including telemarketing and privacy law that applies to how you use ZyncoAI to contact people.
• Attempting to bypass security controls or rate limits.
• Uploading malware or using ZyncoAI to distribute malicious content.
• Intentionally degrading the service — abusive scraping, denial of service, or similar.
• Using ZyncoAI to collect, store, or process sensitive data (e.g. health information) beyond what this service is designed to handle — see our Privacy Policy's Clinical & health records section for what we deliberately don't store.

ZyncoAI can connect to services you choose — Google Calendar, Microsoft Outlook/365 Calendar, and supported practice-management systems — to sync availability and bookings. You control what you connect.

• You must have permission to access and process any data you connect to ZyncoAI through a third-party integration.
• Each connected provider's own terms apply to that integration in addition to these Terms.
• You can disconnect any integration at any time from Settings.

For our security posture, see /security.

Some ZyncoAI features are regulated activity where responsibility is split between us and you — stated plainly here because it matters for both of us:

• Call recording: ZyncoAI provides the disclosure and recording tooling (see Call recording in our Privacy Policy for exactly how disclosure works). You are responsible for having the right to record your callers under the law that applies to your business — including any state-specific surveillance/listening-device requirements — and for keeping the disclosure setting on unless you have your own lawful basis for turning it off.
• Outbound calling (e.g. recall reminders, cancellation-backfill waitlist offers): ZyncoAI provides consent-capture and opt-out tooling for these features. You are responsible for the accuracy of any consent you record for a contact, for honouring an opt-out, and for your own compliance with the Do Not Call Register Act 2006 and the ACMA Telemarketing and Research Calls Industry Standard for any outbound calling you run through the platform.

Ella is ZyncoAI's AI voice receptionist. She answers calls, books/reschedules/cancels appointments against your real connected calendar, and answers common questions using the information you configure. AI outputs — what Ella says, and any booking she makes — can occasionally be wrong or incomplete. You are responsible for reviewing your booking/calendar data and correcting anything Ella got wrong, the same as you would for a human receptionist's mistake.

ZyncoAI uses AI to assist with appointment booking. No decisions significantly affecting your rights are made without human oversight — clinic staff review all bookings before they are treated as final.

Callers are informed they are speaking with an AI assistant, Ella, at the start of every call. Full details of the AI models we use, how they make decisions, our data retention periods, and how to make a complaint are published at /ai-transparency. Any caller may opt out of speaking with the AI and request a human receptionist at any time by saying "transfer me to a person."

ZyncoAI is an administrative tool only. It does not provide medical advice, diagnosis, or treatment. Always consult a qualified healthcare professional for medical concerns.

Every plan starts with a 7-day free trial — no card required to start. If your trial ends without you choosing a plan, calling is paused (your dashboard stays fully accessible) until you pick one; nothing is charged automatically at trial end.

Plans are priced per real published minute allowance (see /pricing for your industry's current rates) — call minutes over your plan's allowance are billed as overage at your plan's published per-minute rate, itemised as a separate line on your invoice. All prices shown are GST-inclusive.

Choosing a paid card plan charges your card immediately to activate it — activation is payment-first, not invoice-then-pay. Choosing to pay by bank transfer instead puts your plan in a pending state until we confirm the transfer has arrived; you can cancel a pending bank-transfer plan choice before it's confirmed.

If an automatic card charge fails, we retry automatically on day 2 and day 7 after the failure (updating your card at any point triggers an immediate retry regardless of that schedule). If payment still hasn't succeeded 14 days after the original failure, your account moves to a payment hold — calling is paused, but your dashboard stays fully accessible so you can update your card or switch to bank transfer; calling resumes as soon as payment succeeds.

Some accounts are provided on a complimentary (no-charge) plan at our discretion — for example, internal test or demonstration accounts. A complimentary plan is noted in your billing settings and doesn't generate invoices while active.

• You can cancel at any time from Settings → Billing — cancellation takes effect at the end of your current paid billing period, not immediately, and your plan stays active and billable through that period. No partial-month refund is given for the period already underway.
• You can undo a pending cancellation at any time before the period ends, from the same Settings → Billing page.
• After your current period ends, your account moves to no plan — calling pauses (same as the trial-ended/payment-hold states) until you choose a new plan; the dashboard stays accessible.
• You can export your data at any time, including after cancellation — patients/contacts, appointments, call history, revenue records, staff, and claims are all available as CSV/Excel exports from their respective dashboard pages, on demand, with no separate request required.
• Your data is retained after cancellation, not automatically deleted. If you want your data deleted, email support@zyncoai.com and we'll process the request manually.

We work to keep ZyncoAI available and reliable, but we do not currently offer a formal uptime Service Level Agreement (SLA) or guaranteed compensation for downtime. The service is provided on the "as is"/"as available" basis described under Disclaimers below.

We implement reasonable measures to protect the service, but no system is 100% secure. You are responsible for securing your own environment, connected systems, and account credentials.

If you believe you've found a security issue, or experience one, contact support@zyncoai.com directly — see Incident reporting obligations below for how we handle a confirmed breach.

Authorised ZyncoAI personnel may access your account and the data it contains solely to provide support, troubleshoot issues, and operate the service — never for any other purpose. All such access is logged and auditable. See Support access in our Privacy Policy for the full detail on how this works and how to request your access history.

If a data breach occurs that is likely to result in serious harm to affected individuals, ZyncoAI will assess and, where required, notify the Office of the Australian Information Commissioner (OAIC) and affected individuals within 30 days, as required by the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988. See our Privacy Policy for full details.

ZyncoAI is designed to assist, not replace, clinic staff. Usage data collected by the platform is not used to monitor individual staff performance without consent, consistent with New South Wales digital workplace surveillance requirements.

ZyncoAI and its underlying software, UI, brand, and documentation are owned by ZyncoAI and protected by applicable laws. You retain ownership of your business data — contacts, appointments, call recordings and transcripts, and any configuration you set (greetings, services, business hours) — but you grant ZyncoAI the limited rights needed to host, process, and display it to operate the service on your behalf.

ZyncoAI is provided on an “as is” and “as available” basis. We disclaim all warranties to the maximum extent permitted by law, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the maximum extent permitted by law, ZyncoAI will not be liable for indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or goodwill arising from your use of the service.

ZyncoAI’s total liability for any claim will not exceed the amount you paid to ZyncoAI in the 3 months before the event giving rise to the claim.

You agree to indemnify and hold ZyncoAI harmless from claims, losses, or costs (including reasonable legal fees) arising from your breach of these Terms, your misuse of the platform, or your non-compliance with the consent, recording, or outbound-calling obligations described under Recording & outbound-calling consent above.

You may stop using ZyncoAI at any time (see Cancellation & refunds above). We may suspend or terminate access if you violate these Terms, if required by law, or if necessary to protect platform integrity — separately from the automated billing-related states described under Billing & plans (trial ended, payment hold), which pause calling but never lock you out of your dashboard or data.

These Terms are governed by the laws of New South Wales, Australia, without regard to conflict-of-law principles. You agree to submit to the exclusive jurisdiction of the courts of New South Wales for any dispute arising from these Terms or your use of ZyncoAI.

We may update these Terms from time to time. The “Last updated” date above shows the latest revision. Continued use after updates means you accept the revised terms.

For questions about these Terms, contact ZyncoAI support through your workspace, or via your usual support channel. For product information, see /product.