Tradie Muscle™ - Liz Service Agreement

⚠️ Key takeaways - read this first

1. No final quotes: Liz is strictly forbidden from giving fixed prices for any work. She may only quote your standard Call-Out Fee. You confirm the final price on-site.
2. No confirmed jobs: Liz pencils in "Site Inspections" or "Call Backs" only. All bookings are tentative until you review and approve them in your Command Centre app.
3. Outage plan: If the system goes down, we'll SMS you as soon as we know. You agree to dial the de-activation code provided (e.g. ##61#) to return calls to your own mobile until the issue is resolved.
4. Liz is digital, not human: While highly capable, Liz is your digital office manager, not a human receptionist. She may occasionally mishear a name, number, or date. You agree to verify all booking details before attending any job.
5. Existing Founding Members: If you joined as a Founding Member, your $165/month (including GST) rate stays locked in for the life of your membership. This offer is closed to new signups.
6. Liz job fee: On the Standard plan, each job Liz pencils in that you then confirm attracts a $27.50 fee (including GST), billed with your next monthly Digital Office Manager fee. It's charged once per job and isn't refunded if the job is later cancelled. You can add it to your quote or invoice as an admin line.
7. No lock-in: You can cancel at any time from the Profile page of your Command Centre app. Billing stops straight away and your service keeps running for 7 days, then closes. We don't give refunds for a change of mind, part months or the setup fee, but nothing here takes away your rights under the Australian Consumer Law (see Clause 4.7).

Note: points 1–4 above describe Liz specifically and apply to Standard and Founding Member subscribers only. If you are on the Core plan, these points do not apply to you, see Clause 4.1.

1. Nature of the Service

Which sections apply to you: Sections 1, 2, and 3 of this Agreement describe Liz, your digital office manager, and apply only if your plan includes her (the Standard or Founding Member plan). If you are on the Core plan, your plan does not include Liz or any phone-based service, and Sections 1–3 do not apply to you. Sections 4 onwards apply to all subscribers, regardless of plan.

1.1 Not a Human Employee: You acknowledge that Liz is a digital office manager powered by third-party platforms (including Vapi and Twilio). She is an automated software system, not a human employee or contractor.

1.2 Accuracy: While we configure Liz for high levels of accuracy, automated systems may in certain circumstances misinterpret caller intent, mishear details, or provide incorrect information. The Ideas Bunker does not guarantee the accuracy, completeness, or suitability of Liz's responses.

1.3 Your Agent: Liz acts as your agent. Any statement, estimate, or representation made by Liz during a call is deemed to be made by you (The Client). The Ideas Bunker is not liable for any reputational damage, lost revenue, or disputes arising from Liz's conversations.

1.4 Your Responsibility to Verify: It is solely your responsibility to verify all booking details, including Customer Name, Phone Number, Address, Date, and Time, as delivered to your Command Centre app or Google Calendar, before attending any job or commencing any work.

1.5 Call Recording Notice: At the start of every call, Liz identifies herself as your digital office manager and advises the caller that the call may be recorded for training and quality purposes. If the caller continues the call after this notice, they are treated as having consented to the recording.

1.6 Personal & Emergency Contacts: The phone number connected to Liz is intended for business enquiries. Liz is not a substitute for a personal or emergency contact number. You are responsible for ensuring that family members, schools, medical providers, and other parties who may need to reach you urgently for personal reasons have a direct way to contact you that does not rely on this business line.

2. Scope of Authority (critical)

2.1 No Final Quotes: Liz is strictly prohibited from providing binding fixed-price quotes for any work. She may only reference your standard Call-Out Fee as pre-programmed. Any price mentioned by Liz is a general estimate only and must be confirmed by you in person.

2.2 No Confirmed Job Bookings: Liz is authorised to pencil in "Site Inspections", "Assessments", or "Call Backs" only. All calendar entries created by Liz are marked as tentative pending your review and confirmation. Liz does not have authority to enter into binding work orders or contracts on your behalf.

2.3 Human Confirmation Required: You agree to contact each customer within a reasonable time to confirm the tentative booking before the scheduled time.

3. Platform Uptime & Outages

3.1 No Uptime Guarantee: The Service relies on third-party infrastructure including Vapi, Twilio, Lovable, and Google. The Ideas Bunker does not guarantee 100% uptime and is not liable for service interruptions caused by these platforms, telecommunications carriers, or internet outages.

3.2 Outage Notification: In the event of a known outage, The Ideas Bunker will send an SMS alert to your registered mobile number as promptly as possible.

3.3 Client Responsibility During Outage: Upon receiving an outage alert, you agree to immediately disable Call Forwarding on your mobile (by dialling the de-activation code provided at onboarding, e.g. ##61#) until normal service is restored. The Ideas Bunker is not liable for calls missed during any outage period.

4. Fees, Payment & Cancellation

4.1 Core Plan ("Just the App"): Access to the Command Centre app only, with no digital office manager (Liz) service included. No setup fee applies. The monthly fee is $22 including GST, charged from the date of signup. Core does not include call answering, lead capture, or any phone-based service, and no dedicated phone number is provisioned.

4.2 Standard Plan (with Liz): A once-off setup fee of $137.50 including GST applies, covering the bespoke configuration and deployment of Liz for your business. This is charged together with your first month's Digital Office Manager fee of $27.50 a month including GST at the time of signup. In addition, a Liz job fee of $27.50 including GST applies to each job Liz pencils in that you then confirm (or move to in progress, completed or invoiced). The fee is charged once per job, is not refunded if the job is later moved back, cancelled or deleted, and is billed in arrears on your next monthly invoice. The setup fee pays for work we start as soon as you sign up, so it is not refundable once paid, except where the Australian Consumer Law requires it.

4.3 Founding Member Plan: The Founding Member plan is closed to new signups. Existing Founding Members receive their first month of service free of charge, with no setup fee payable. From Month 2 onwards, the Founding Member rate of $165/month including GST applies for the life of the membership, unless otherwise agreed in writing. Founding Member pricing applies to the Standard (Level 2) plan only.

4.4 Payment Method: Fees are charged automatically via Stripe. You authorise The Ideas Bunker to charge your nominated payment method on the monthly anniversary of your signup date.

4.5 Failed Payments: If a monthly payment fails, Command Centre app access (and, where applicable, the Liz voice service) will be suspended immediately. Service will be restored upon successful payment.

4.6 Cancellation: You can cancel at any time using the cancel button on the Profile page of your Command Centre app, or by emailing us. When you cancel:

If you change your mind within the 7 days, you can choose 'Keep my subscription' on your Profile page. You'll pay the monthly fee again but not the setup fee.

4.7 Refunds: We don't give refunds for a change of mind, for part months, for the setup fee once paid, or for Liz job fees once charged. Nothing in this Agreement excludes, restricts or changes any right or remedy you have under the Australian Consumer Law. If our service has a major failure, you are entitled to the remedies the law provides, which can include a refund.

4.8 Coming back: If you cancel and want to return, sign up again with the same email address and sign in with your existing password. If you return within 90 days of your account closing, your records will still be there. Because your phone number is released when your account closes, returning to the Standard plan means setting Liz up again, and the setup fee applies.

4.9 Cooling-off for sales we start: If you signed up after an uninvited phone call or visit from us, and your agreement is an unsolicited consumer agreement under the Australian Consumer Law, you have a 10 business day cooling-off period and the other protections that law provides. We will give you the required information and cancellation notice in writing. Signing up yourself on our website is not an unsolicited agreement.

4.10 Price Variation: The Ideas Bunker reserves the right to adjust monthly fees with 30 days' written notice. If you do not agree to the new rate, you may cancel the service penalty-free within that notice period.

4.11 Fair Use: The Standard plan includes unlimited calls answered by Liz for genuine customer enquiries to your business. If call volumes are consistently unusual (for example sustained spam, robocalls, or use of the line for purposes other than customer enquiries), we may contact you to resolve the cause, block nuisance numbers, or agree a revised arrangement in writing. We will not charge additional call fees without your written agreement.

5. Limitation of Liability

To the extent permitted by Australian Consumer Law, The Ideas Bunker's total liability for any claim arising from this Agreement is limited to the total amount paid by you in the 3 months preceding the claim. The Ideas Bunker is explicitly not liable for indirect or consequential losses including but not limited to lost profits, missed bookings, damage to client relationships, or losses arising from platform outages or errors in Liz's responses.

6. Review Booster & Spam Act Compliance

6.1 The Feature: Your Command Centre app includes a "Review Booster" feature. When you select "Ask for Review" on a completed job, the platform sends an automated SMS to that customer on your instruction, requesting a Google Review.

6.2 Consent: Before triggering a Review Booster message, you warrant that you have obtained, or will obtain, the necessary consent from that customer to receive it, in accordance with the Spam Act 2003 (Cth).

6.3 Indemnity: You agree to indemnify The Ideas Bunker against any claims, fines, or penalties arising under the Spam Act 2003 (Cth) resulting from Review Booster messages you send using this feature.

7. Third-Party Platforms & Data

7.1 Platform Dependency: The Command Centre app is delivered via Lovable and Supabase for all subscribers, on every plan. Standard and Founding Member subscribers additionally rely on Twilio (telephony), Vapi (voice), and optionally Google Calendar to deliver Liz's services. The Ideas Bunker is not liable for data loss, service changes, or price increases imposed by any of these platforms.

7.2 Phone Number Ownership: This clause applies to Standard and Founding Member subscribers only, who are provided with a dedicated phone number as part of their plan. That number is leased from Twilio. You do not own this number. Upon cancellation, the number will be released and cannot be ported or transferred.

7.3 Regulatory Compliance: This clause applies to Standard and Founding Member subscribers only. As part of onboarding, before your dedicated phone number is activated, you provide the documentation required under Australian telecommunications regulations, such as the front and back of your driver's licence and, if you register the number as a business, your ABN details or ASIC company extract. Your phone number will not be activated until this documentation has been provided and approved.

7.4 Data Ownership: You own all customer and business data entered into or captured by the system. The Ideas Bunker will not sell or share your data with third parties. You can download all your records at any time from your Profile page, and for 90 days after your account closes (see Clause 4.6).

7.5 App Access: The Command Centre app is licensed to you while your plan is active. Access is non-transferable and for your nominated users only.

8. Governing Law

This Agreement is governed by the laws of Queensland, Australia. Any disputes arising from this Agreement shall be subject to the jurisdiction of the courts of Queensland.