Terms & Conditions
1. Products and Services
We provide the following:
(a) Message Centre services, for which charges apply, are provided 24 hours per day and include:
- Inbound messages
- Fax to email
- SMS to mobile phones
- Notifications by Email and SMS
- Follow me call diversions
- Call Diversions
- Caller greetings
- Other services that may be introduced from time to time.
(b) Virtual Receptionist services, for which charges apply, include:
- Live Operator telephone answering between 8.30 am and 5.30 pm Monday to Friday excluding national public holidays.
- Call Diversions
- Message notification (SMS, Email, Fax)
- Message Centre services as above
- Other services that may be introduced from time to time
(c) Outbound Communications traffic, for which charges apply, includes receiving and forwarding Fax messages, SMS and Call Diversions. These services attract usage charges (See 7. Scheduled Fees).
In keeping with our policy of product review, and to provide the Subscriber with up to date products and services there may be changes from time to time. We reserve the right to introduce new services and change the products and services available as our Message Centre and Virtual Receptionist services at any time, without prior notice.
2. Content Disclaimer
We do not monitor, nor take any responsibility whatsoever, for quality, accuracy and the content of the information or messages that are sent or received on behalf of the Subscriber.
3. General Disclaimer - Third Party Information
All information contained herein is a general outline of the subject matter, and has been entered by us in the honest belief that it is true, accurate and is not misleading. We must however rely on the integrity of the sources that provide us with that information. Accordingly, we do not take any responsibility for the truth and accuracy of the information, and the use that is made of it, which is entirely at the Subscriber's own risk, and without recourse to us.
4. Use of Information
5. Conditions of Use
In accepting a subscription to our products and services with us, or through any Channel Partner with whom we may be acting as a Service Provider, the Subscriber (Subscriber) AGREES to the following Terms & Conditions of use:
a. Subscriber acknowledges and accepts clauses (1), (2) and (3) above;
b. On completion of a registration form, a unique local telephone number shall be allocated to Subscriber, for a trial period or such other time that shall be determined by us. For 1300 numbers provisioned through our service, or ported to us from another 1300 provider, there is a minimum period of 12 months from the date of us provisioning that 1300 number that you must continue on a paying Operator Answered service with that 1300 number. There is no such minimum period with local numbers provisioned by us. We do not currently allow a 1300 number provisioned by us to be used with a Voicemail to Email, Fax to Email or Divert Service without prior written consent by us in writing.
c. Subscriber may retain that number for that trial period;
d. At the end of that trial period, if Subscriber does not wish to use any of our Message Centre or Virtual Receptionist services as set out in (1) above, we shall be entitled to cancel service to Subscriber;
e. In the event that the service is cancelled, the telephone number allocated to Subscriber shall be relinquished, for use as we see fit.
f. Upon cancellation of the service, we shall not take any responsibility whatsoever for receipt and delivery of any messages sent to Subscriber's message centre subsequent to that cancellation;
g. We shall be entitled at any time to withdraw services at any time, and Subscriber's telephone number, without notice, for whatever reason;
h. Subscriber shall not transmit or cause to transmit any material that is derogatory, racist, abusive, threatening, obscene, hateful or in any other way objectionable to others or illegal;
i. Subscriber shall not use any services provided by us to 'spam' or cause mischief to others;
j. If Subscriber 'spams', or causes any nuisance using any of the services, we shall, at our sole discretion, and without prior notice withdraw services to Subscriber;
k. In the event that there is any cause whatsoever to believe that the service provided by us is being used to contravene any law or for fraudulent activities, that service shall be immediately cancelled. Any such cancellation shall be at the sole discretion of us, and shall be done without notice to Subscriber or recourse to us. No refund will be applicable for the unused proportion of the subscription or usage top-up account upon cancellation.
l. We do not monitor, nor take any responsibility whatsoever, for quality, accuracy and the content of the information or messages that are sent or received on behalf of the Subscriber.
m. Prestigious Mail Address (Virtual Address / Mail Box) services. In addition to the core Virtual Receptionist services, we offer customers a Prestigious Mail Address (Virtual Address / Mail Box) service as part of a Virtual Office Services solution. The Prestigious Mail Address (Virtual Address / Mail Box) services are typically provided by third party, independently owned, service providers with which we have an informal relationship. Those parties / providers are under no obligation to accept subscriptions put forward by us and as such at their sole discretion, for whatever reason, may decline to accept any subscriptions we put forward to them. We are merely a re-seller of such services. Agreements for the Prestigious Mail Address (Virtual Address / Mail Box) service are between you the subscriber and the third party provider of that Prestigious Mail Address (Virtual Address / Mail Box) service and you agree that upon signing such agreement/s with such a provider/s, you as the subscriber is taking full responsibility for those agreements you sign and understand that we are not warranting the service you sign for or making any promises or guarantees as to the applicability of such service/s for what you require. As such you render us harmless from all claims if you are not happy with any service you sign up for with a third party that has been recommended by us.
As with any of our services, we do not provide refunds for the early cancellation of any service, the cessation of the service or for any other reason (including if the prestigious mail address provider or any other third party we refer you to, ceases business). We act in good faith in making referrals and acting as a re-seller of third party services but ultimately the risk of subscribing to any service rests with you the subscriber and you understand that we are not warranting the service you sign for or making any promises or guarantees as to the applicability of such service/s for what you require. As such you render us harmless from all claims if you are not happy with any service you sign up for, for whatever reason.
We shall be entitled at any time to withdraw Prestigious Mail Address services, without notice, for whatever reason.
We also reserve the right for any reason to not accept an application for a Prestigious Mailing Address (Virtual Office Address) including but not limited to any behaviour (by phone, email or any other means) that in our opinion, at our sole discretion, is derogatory, racist, abusive, threatening, intimidating, not truthful, obscene, hateful or in any other way objectionable to others, including our staff, suppliers or contractors or is illegal.
n. Free Trials are not applicable for Prior Clients, Casual Clients or new clients that require our services for promotional and advertising campaigns.
o. We do not take any responsibility for inbound calls made by telemarketers, misdialed numbers, promotional companies or callers not wanting to leave a message. These types of calls are chargeable as per the nominated subscription and are referred to as inbound calls.
p. It is a condition of using our services that your account remains in credit at all times or the service may be suspended. When a credit card payment declines for one of our services our system automatically emails the main contact on the account that a decline has occurred which is a notice to you that the account must be brought up to date ASAP.
q. We have a fair use policy in place. The fair use policy gives you the Subscriber the use of our services allowing a reasonable usage on your Free Trial account. Potential clients that have excessive usage on Free Trials, as determined by us, will be notified by email and may have a shorter time limit placed on their Free Trial. The main purpose of the Free Trial is to sample the service so you can make a decision as to whether you wish to become a paying subscriber.
r. Our minimum billing period is one month at normal advertised pricing. Should a client take up a special discounted offer, this offer will specify the discount and minimum time frame. Premature cancellation of this offer will result in normal pricing being charged.
6. Call Plans
Virtual Receptionist service provides five levels of service based on the volume of daily inbound calls answered by our operators. Refer item 7 "Scheduled Fees" for those five levels of service and the respective rates for each.
Unused daily call allowance expires each day.
Excess calls over the plan allowance are charged at the scheduled rate.
If you wish to change plans, please notify us in writing with at least 1 full working day's notice. You are not able to amend plans yourself via our web site.
7. Scheduled Fees
Subscription fees are charged monthly in advance as per the schedule below which is exclusive of GST. Subscriptions are automatically renewed on the monthly anniversary of initial signup unless cancelled in writing or by email (to the info@ email address on our Contact Us page) prior to renewal at least 1 full working day prior to renewal.
Virtual Receptionist Subscriptions
Calls Per Day
Calls Per Month
|Virtual Receptionist 20||20||Monthly||$2.60||$50|
|Virtual Receptionist 50||50||Monthly||$2.60||$115|
|Virtual Receptionist 100||100||Monthly||$2.60||$180|
|Virtual Receptionist 200||200||Monthly||$2.60||$360|
|Virtual Receptionist 300||300||Monthly||$2.60||$535|
|Virtual Receptionist 400||400||Monthly||$2.60||$710|
|Virtual Receptionist 500||500||Monthly||$2.60||$890|
|Virtual Receptionist 600||600||Monthly||$2.60||$1,070|
|Corporate Plans||Tailored Subscription||By Arrangement||P.O.A.|
My Assistant and Diary Subscriptions (applies during normal business hours i.e. 8.30am - 5.30pm M-F excluding public holidays)
|Standard||0||Monthly||$2.50 per minute *||$40.00|
* per second increments
NB: Once off setup fee for My Assistant is $50 and Diary $99 (+GST).
After-hours Charges (applies outside of normal business hours)
|Service||Per Call Charge|
Voicemail to Email
|After-hours Receptionist (Standard Plan only)||$2.80|
Messaging and Transfers
|Service||Unit Charge||Flag Fall|
|Message by SMS||$0.30|
Call transfer to land-line and 1800 numbers
$0.10 per minute
Call transfer to Mobile
|$0.40 per minute||$0.35|
Call transfer to International land-line
|$2.00 per minute||$1.00|
Message by Email
Voicemail by Email
Message Express Subscriptions
*Message Express subscription / call charge includes notification by SMS and email.
*Message Express subscription / call charge includes after hour calls.
Monthly Subscription: $20.00 (Setup Fee $25.00)
* 1300 Numbers form part of Virtual HQ products and services and are not available separately.
Additional Contacts with on-line client portal login to manage call answering preferences can be configured and will incur an additional $5.00 per month charge per additional contact.
Usage charges such as for SMS messages or inbound calls that exceed your subscription's included allowance are deducted from the prepaid usage credit on your account, which is billed with all new subscriptions and additionally when your Usage balance goes below $0.00. This will appear on your invoice as 'Top-up Account Charge' for the amount required to restore the Usage balance to $50.00 plus GST or $25.00 plus GST (dependant on your subscription).
We reserve the right to cancel accounts that are suspended due to non payment by the due date. If re-activated, a reconnection fee of $25.00 will apply.
We also reserve the right to charge a $25.00 reconnection fee for dormant accounts that are re-activated.
8. Credit Card Payments
When you order online, we need to have your name, e-mail address, mailing address, credit card number and card expiration date. This enables us to process your order and to notify you regarding its status. By its nature, we cannot guarantee that information transmitted on the internet is 100% secure. To reduce this risk, we use a secure server for online credit cards transactions with up to date encryption methods. Information on this secure server is not available to our staff. However, these transactions are undertaken at your risk, as we cannot ensure the security of any information you transmit.
All prices quoted are excluding GST and any other applicable taxes. We reserve the right to change prices at any time with one months notice.
9. Cancelling a Service
The subscriber may cancel a service by notifying us in writing at any time prior to the monthly renewal date but at least one full working day prior to the renewal date. The service will continue until the current prepaid monthly subscription expires. We do not provide a refund for early cancellation of any service. We do not refund any remaining credit from the top-up charge.
For 1300 numbers provisioned through our service, or ported to us from another 1300 provider, there is a minimum period of 12 months from the date of us provisioing that 1300 number that you must continue on a paying Operator Answered service with that 1300 number. There is no such minimum period with local numbers provisioned by us.
The Subscriber agrees and acknowledges that we shall not be liable to the Subscriber or any other person for any of the following:
(a) Performance, security, reliability, and Subscriber's competence in the use of the internet, telecommunications companies, and internet service providers in transmitting information;
(b) Confidentiality of Subscriber password;
(c) Use of our Messaging by third parties, for any reason. Subscriber is responsible for password security, and must ensure that this password is not disclosed to any third party, for whatever reason;
(d) Security of any information transmitted on the internet
11. Exclusion of Liability
(a) Subscriber agrees and acknowledges that we 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 us. 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 us in any way related to the Subscriber's use or misuse of the Services or anything done or not done for the Subscriber by us then the Subscriber hereby indemnifies us against any and all liabilities losses expenses and costs that might be suffered or incurred by us as a direct or indirect consequence of any such claims being made.
(b) We hereby exclude 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 us including claims for negligence in relation to any matter whatsoever arising from this Agreement.
12. Proper Law
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.
Virtual Headquarters Pty Ltd (ACN: 099 660 661) as agent for Office HQ Pty Ltd (ABN: 95 105 928 363) provides the answering and messaging services described in the items above.
Virtual Headquarters Pty Ltd (ACN: 099 660 661) provides Prestigious Mail Address (Virtual Address / Mail Box) services described in item 5m above.