Terms & Conditions
These Virtual HQ Terms of Service (these “Terms”) govern the access and use of all services and products offered by Virtual Headquarters Pty Ltd (“VHQ”) (ABN 16 099 660 661). These Terms constitute a legally binding agreement between VHQ and any individual or entity that accesses or otherwise uses or receives any VHQ services or products (“Customer”).
1. APPLICABILITY OF THESE TERMS
These Terms apply to Customer’s use of all services offered by VHQ (“VHQ Services”), VHQ’s website located at www.virtualheadquarters.com.au (“VHQ Website”), and any mobile apps offered by VHQ, regardless of where such apps were obtained by Customer (“VHQ Apps”). In these Terms, the VHQ Services, VHQ Website and VHQ Apps are collectively referred to as “VHQ Offerings.” VHQ may from time to time change these Terms, and any other terms or conditions appearing on the VHQ Website that may be referred to in these Terms, in accordance with Section 7.
2.1 Account. Customer must register with VHQ before receiving any VHQ Services. After such registration is complete, VHQ will establish an online account for Customer (“Customer’s Account”) that can be accessed on the client portal on the VHQ Website and, at VHQ’s option, from one or more VHQ Apps.
2.2 Password. Customer will not share with any third party, and will otherwise keep secret, any password that can be used to access Customer’s Account (“Customer’s Password”). Customer will be solely responsible for all activities conducted through Customer’s Account and will be liable for all losses and damages arising from any use or misuse of Customer’s Account. If Customer believes that any third party knows Customer’s Password or that there has been any unauthorized access to Customer’s Account, Customer will immediately change Customer’s Password and notify VHQ. Customer will not, and will have no right to, transfer Customer’s Account or Customer’s Password to any third party.
2.3 Telephone Number. After Customer registers with VHQ, VHQ will assign to Customer a unique telephone number for use with VHQ services provided to Customer. To the extent not prohibited by applicable law or regulation, in the event that any Trial Service or VHQ Paid Service (as defined in Section 4 below) is terminated, VHQ may retain the assigned telephone number for use as it sees fit.
3. TRIAL SERVICE
3.1 Trial Period. Subject to these Terms, VHQ may provide to Customer a live receptionist answering service (“Trial Service”) during a trial period commencing on Customer’s registration with VHQ and expiring within a number of days specified by VHQ, which period may be extended or shortened by VHQ in its discretion (such period, “Trial Service Term”). Customer acknowledges and agrees that the scope and details of the Trial Service will be determined by VHQ in its discretion. The Trial Service is not applicable for prior Customers of VHQ, casual Customers or new Customers that require VHQ Services for promotional or advertising campaigns.
3.2 Trial Usage Charges. At no charge to Customer, VHQ will provide Customer with a credit to be applied to incremental charges that are incurred based on Customer’s usage of the Trial Service (“Trial Usage Credit”). Customer acknowledges and agrees that (a) the amount of the Trial Usage Credit will be determined by VHQ in its discretion and (b) the amount of such incremental charges will be determined, and may be changed, by VHQ in its discretion.
3.3 Termination of Trial Service. VHQ may terminate the Trial Service at any time for any reason or no reason. Without limiting the foregoing, VHQ may terminate the Trial Service upon expiration of the Trial Service Term, depletion of the Trial Usage Credit, or commencement of any VHQ Paid Services (as defined in Section 4 below). After the termination of the Trial Service, Customer will need to purchase VHQ Paid Services, as described in Section 4 below, in order to continue to receive services from VHQ. Any portion of the Trial Usage Credit not used prior to termination of the Trial Service will be forfeited and may not be used in connection with any VHQ Paid Services.
4. PAID SERVICES
4.1 Adding Paid Services. Customer may at any time request to receive one or more of the paid services described on the VHQ Website or in these Terms (“VHQ Paid Services”). Customer will select a pricing plan for each VHQ Paid Service requested by Customer from the pricing plans offered by VHQ (“Pricing Plans”). Prior to providing any VHQ Paid Services, VHQ may require that Customer provide information about a credit card to which Customer authorises VHQ to submit charges as permitted under these Terms (“Customer’s Credit Card”).
4.2 Paid Service Terms. Each VHQ Paid Service that Customer requests and VHQ agrees to provide (which agreement may be withheld by VHQ in its discretion) is referred to in these Terms as a “Selected Paid Service.” Subject to these Terms, VHQ will provide the Selected Paid Services for consecutive one (1) calendar month periods (each such period, a “Paid Service Term”) until terminated in accordance with these Terms.
5. MOBILE APPS
5.1 License. Subject to these Terms, VHQ grants to Customer a personal, limited, nonexclusive, nontransferable, nonsublicenseable license to install and use each VHQ App on devices for which it was designed solely for the purpose of accessing Customer’s Account and using VHQ Services.
5.2 Restrictions. Customer will not, and will have no right to (a) modify or create derivative works of any VHQ App; (b) sell, rent, lease, lend, sell, distribute or sublicense any VHQ App; or (c) decompile, reverse engineer or disassemble, or otherwise attempt to derive the source code of, any VHQ App, or encourage, assist or authorize any other person to any of the foregoing.
5.3 Updates. VHQ may, but will have no obligation to, make available to Customer updates, upgrades and new versions of one or more VHQ Apps (collectively, “App Updates”). Each App Update will be deemed to be an VHQ App for the purposes of these Terms.
5.4 License Termination. The license granted to Customer in Section 5.1 will automatically terminate without notice from VHQ if Customer fails to comply with this Section 5, or upon termination of all Selected Paid Services. In addition, VHQ may terminate such license at any time with respect to any or all VHQ Apps, and upon such termination VHQ may modify the affected VHQ Apps to make them inoperable. Upon any termination of such license with respect to any VHQ App, Customer will cease all use of such VHQ App and delete all copies thereof.
5.5 Ownership. Except for the rights explicitly granted to you in these Terms, all right, title and interest in the VHQ Apps are reserved and retained by VHQ and its licensors. Customer will not acquire any intellectual property rights or other rights in any VHQ App as a result of downloading or using it.
6.1 Pricing. The charges for each VHQ Paid Service may include (a) subscription charges that do not vary based on Customer’s usage of the VHQ Paid Service (“Subscription Charges”) and/or (b) incremental charges that are incurred based on Customer’s usage of the VHQ Paid Service, e.g., without limitation, excess inbound call charges, messages sent via SMS, call transfer charges and after-hour charges (“Usage Charges”). The charges for the VHQ Paid Services are set forth in the price list on the VHQ Website (“Price List”) and below in Section 6.2, both of which may be revised by VHQ from time to time as set forth in Section 7. All prices quoted exclude GST and any other applicable taxes.
6.2 Summary of Charges
|Plan||Monthly Included Calls*
|Virtual Receptionist 20||20||$69||$3.45|
|Virtual Receptionist 25||25||$85||$3.45|
|Virtual Receptionist 50||50||$165||$3.45|
|Virtual Receptionist 100||100||$295||$3.45|
|Virtual Receptionist 150||150||$415||$3.40|
|Virtual Receptionist 200||200||$550||$3.40|
|Virtual Receptionist 250||250||$680||$3.30|
|Virtual Receptionist 300||300||$815||$3.30|
|Virtual Receptionist 350||350||$945||$3.30|
|Virtual Receptionist 400||400||$1,075||$3.30|
|Virtual Receptionist 450||450||$1,210||$3.30|
|Virtual Receptionist 500||500||$1,345||$3.25|
|Virtual Receptionist 600||600||$1,610||$3.25|
|Virtual Receptionist 700||700||$1,885||$3.25|
|Virtual Receptionist 800||800||$2,140||$3.15|
|Virtual Receptionist 900||900||$2,410||$3.15|
|Virtual Receptionist 1,000||1,000||$2,670||$3.15|
Higher volume plans and pricing are available - please contact us for further information.
|Plan||Monthly Included Calls *
|Message Express||Nil pay as you go||$19||$1.99|
|Message Express 25||25||$55||$1.95|
|Message Express 50||50||$95||$1.95|
|Message Express 100||100||$165||$1.95|
|Message Express 150||150||$245||$1.95|
|Message Express 200||200||$325||$1.90|
|Message Express 250||250||$399||$1.85|
|Message Express 300||300||$475||$1.85|
|Message Express 400||400||$625||$1.85|
|Message Express 500||500||$770||$1.85|
Higher volume plans and pricing are available - please contact us for further information.
* Unused monthly call/minute allowances expire each month.
Additional Charges VHQ Paid Services may attract the following additional charges dependent on customer usage and preferences.
|Plan||Monthly Included Minutes*
|My Assistant 20||20||$79||$2.55|
|My Assistant 50||50||$139||$2.55|
|My Assistant 100||100||$230||$2.55|
|My Assistant 150||150||$330||$2.50|
|My Assistant 200||200||$435||$2.50|
|My Assistant 250||250||$540||$2.50|
|My Assistant 300||300||$640||$2.45|
|My Assistant 350||350||$735||$2.45|
|My Assistant 400||400||$835||$2.45|
|My Assistant 450||450||$935||$2.45|
|My Assistant 500||500||$1,025||$2.45|
|My Assistant 600||600||$1,230||$2.45|
|My Assistant 700||700||$1,420||$2.45|
|My Assistant 800||800||$1,620||$2.40||My Assistant 900||900||$1,810||$2.40|
|My Assistant 1,000||1,000||$1,999||$2.40|
Higher volume plans and pricing are available - please contact us for further information.
* Unused monthly call/minute allowances expire each month.
Additional Charges VHQ Paid Services may attract the following additional charges dependent on customer usage and preferences.
|Messaging and Transfers|
|Message by SMS||$0.10 per message (.20 multi segment)|
|Call transfer to land-line||$0.20 per call|
|Call transfer to Mobile||$0.20 per call|
|Call transfer to International number||Dependent on country. Please contact us.|
|Message by Email||$0.00|
|Voicemail by Email||$0.00|
|Add on Services|
|1300 Numbers||$25.00 per month and $25.00 setup fee|
|Add on Services|
|1300 and 1800 Numbers (Available on all call plans)||$25.00 per month and $25.00 setup fee|
|1300 & 1800 Numbers (Available on call plans of 20 calls/min or less per month)||$5.00 per month, excess call surcharge and $25 set up fee (Excess call surcharge $0.10 per call MessageExpress, $0.20 per call VirtualReceptionist and $0.15 per minute MyAssistant.)|
|Fax to Email||100||$25||$0.20 per minute|
|Voicemail to Email Lite||0||$5||$0.15 per minute|
|Voicemail to Email||200||$25||$0.15 per minute|
|Divert Service||0||$25||$0.20 per minute|
After Hours Calls. Calls answered by VHQ outside of 8am to 6pm Monday to Friday or on Australian National Public holidays (in the Customer’s local time) will incur a surcharge as part of Customer’s Usage Charges of $0.60 per call for MessageExpress subscriptions, $1.00 per call for MyReceptionist subscriptions and $1.00 per call ($0.80 per minute from 1 May 2022) for MyAssistant subscriptions.
Payment Processing Fee. All payments made to VHQ by Customers in accordance with these Terms will be subject to a payment processing fee (the “Payment Processing Fee”) of:
- 0.75% (including GST) of the total invoice value (including GST amount) for credit cards; or
- $0.88 (including GST) for direct debit.
The Payment Processing Fee will be displayed on the Customer’s invoice.
6.3 Discounts. If VHQ grants to Customer any discount for any Selected Paid Service, such discount will be applied to the applicable charges set forth in the Price List or these Terms and will apply only during the period specified by VHQ (“Discount Period”), after which the charges set forth in the Price List or these Terms will apply without such discount.
6.4 Subscription Charges. For each Selected Paid Service, the applicable Subscription Charge for each Paid Service Term may be charged to Customer’s Credit Card in advance of such Paid Service Term. With respect to any Selected Paid Service that is added in the middle of (i.e., not on the first day of) a Paid Service Term, the Subscription Charge for such Paid Service Term will be pro-rated for the remainder of such Paid Service Term and may be charged to Customer’s Credit Card when VHQ starts providing such Selected Paid Service.
6.5 Usage Charges.
(a) Customer will be required to maintain a prepaid credit to be applied to Usage Charges incurred by Customer (“Prepaid Usage Credit”). On or before the first day of the first Paid Service Term, VHQ may establish the Prepaid Usage Credit by charging to Customer’s Credit Card an amount of $50 or as otherwise specified by VHQ in writing (“Prepayment Amount”). Customer may not transfer the Prepaid Usage Credit to any third party.
(b) For each Selected Paid Service, all Usage Charges incurred by Customer in excess of the usage allowances included in the Pricing Plan selected by Customer (“Excess Usage Charges”) will be deducted automatically from the balance of the Prepaid Usage Credit. The usage allowances included in each Pricing Plan will expire if not used within the time periods to which they apply, and in any event, unused usage allowances for any Paid Service Term will not be carried over to any subsequent Paid Service Term.
(c) Each time the balance of the Prepaid Usage Credit decreases below a certain threshold amount determined by VHQ (which will be $0 unless VHQ notifies Customer otherwise), VHQ may charge to Customer’s Credit Card an amount equal to that which restores the Prepaid Usage Credit to $0 plus the Prepayment Amount, which will be added to the balance of the Prepaid Usage Credit (“Prepayment Charge”).
(d) The Prepayment Amount will increase for subsequent Prepayment Charges should the value of a Prepayment Charge exceed a $50 increment higher than it has previously (for example if a Prepayment Charge is $170, the Prepayment Amount would be set to $150 for subsequent Prepayment Charges). This practice will apply until the Prepayment Amount is set at the maximum value of $500. VHQ will otherwise have the right to increase the Prepayment Amount upon reasonable written notice to Customer if VHQ determines, in its discretion, that the Prepayment Amount is insufficient to cover Excess Usage Charges incurred by Customer.
(e) VHQ may charge to Customer’s Credit Card any Excess Usage Charges incurred by Customer that exceed the available balance of the Prepaid Usage Credit.
6.6 Pricing Plan Changes. Customer may request to change the Pricing Plan it selected for any Selected Paid Service to a different Pricing Plan. If VHQ approves such request, the new Pricing Plan may take effect on the first day of the Paid Service Term following the Paid Service Term in which VHQ receives such request unless Customer requests, and VHQ agrees, that the new Pricing Plan will take effect during the Paid Service Term in which VHQ receives such request, in which case the following will apply:
(a) Customer’s Paid Service Term for the new Pricing Plan will commence the following day (unless Customer and VHQ agree otherwise); and
(b) if there are unused usage allowances in the previous Pricing Plan, the Customer will receive a credit to their account calculated as:
Credit % (defined below) x Subscription Charge of previous Pricing Plan
Credit % is equal to the lesser of:
(i) days remaining in the Paid Service Term divided by the average number of days in a month (30.4 days); or
(ii) unused usage allowances in the previous Pricing Plan divided by usage allowances of the previous Pricing Plan.
(c) Usage Charges incurred by Customer during a Paid Service Term in excess of usage allowances will be calculated under the terms of the Pricing Plan in place at that time of the usage; and
(d) except as set forth in Section 6.6(b) above, Customer will not be entitled to any refunds or credits for any amounts previously paid, and any charges previously incurred by Customer will remain payable by Customer.
6.7 Taxes. Customer will be responsible for any taxes, duties, levies or other governmental charges (collectively, “Taxes”) assessed or imposed in connection with any VHQ Offerings provided to Customer or any payments or transactions under these Terms, excluding VHQ’s income taxes. If VHQ is obligated to collect or pay any such Taxes, VHQ may charge to Customer’s Credit Card the amount of such Taxes except to the extent Customer provides VHQ with a valid tax exemption certificate authorized by the appropriate taxing authority.
6.8 Credit Card Payments. Customer hereby authorizes VHQ to submit charges to Customer’s Credit Card as permitted under this Section 6. Notwithstanding anything to the contrary, VHQ may, at its discretion, require that (a) a different credit card be provided as Customer’s Credit Card, or (b) any amount VHQ is permitted to charge to Customer’s Credit Card be paid by Customer using a method of payment other than Customer’s Credit Card, e.g., cheque or electronic funds transfer.
6.9 Other Payment Terms. All amounts payable by Customer under these Terms will be charged in Australian dollars to Customer’s Credit Card or otherwise paid via a payment method agreed by the parties. If any amount payable by Customer under these Terms is not paid when due (including, without limitation, due a charge to Customer’s Credit Card being declined or initially accepted but subsequently reversed), (a) Customer may be charged interest at the Small Business Variable Overdraft rate (Series ID FILRSBVOO as published by the Reserve Bank of Australia) until such amount is paid in full, (b) Customer will be responsible for all reasonable expenses (including collection and legal fees) incurred by VHQ in collecting such amount and (c) VHQ reserves the right to re-direct Customer’s telephones calls to an automated answering service with immediate effect until such amount is paid in full.
6.10 Unwanted Calls. VHQ does not take any responsibility for any inbound calls, including, without limitation, any inbound calls from (a) telemarketers or promotional companies, (b) callers who misdialled, or (c) or callers who do not leave messages. Such calls qualify as inbound calls and may result in Usage Charges under the applicable Pricing Plans.
7. Changes to Terms and Services.
7.1 Revisions to Prices. VHQ may revise the Price List or charges set forth in these Terms from time to time. Such revisions may include, without limitation, changes to the amounts of the Subscription Charges or Usage Charges for VHQ Paid Services, changes to the usage allowances included in the Pricing Plans, and discontinuation of Pricing Plans.
(a) Each such revision will take effect immediately upon being posted to the VHQ Website, except that any such revision that affects a Selected Paid Service will apply to Customer starting at the commencement of a Paid Service Term beginning no less than thirty (30) days from the date which VHQ provides notice of such revision to Customer in accordance with Section 16.8. If Customer does not agree to any such revision, Customer may terminate the affected Selected Paid Services in accordance with Section 10.1 below and discontinue its use of such Selected Paid Services. If Customer does not terminate its use of any affected Selected Paid Service prior to the effective date of such revision, Customer will be deemed to have agreed to such revision with respect to such Selected Paid Service.
(b) If a Pricing Plan selected by Customer is discontinued, Customer will select a new Pricing Plan from then-current pricing plans offered by VHQ. If Customer does not select a valid new Pricing Plan prior to the effective date of such discontinuation, then VHQ may either (i) suspend the affected Selected Paid Service until Customer selects a valid new Pricing Plan or (ii) select a valid new Pricing Plan on Customer’s behalf.
7.2 Changes to Services or Terms. VHQ may from time to time make changes to any Selected Paid Service (including, without limitation, the scope, nature and other details of such Selected Paid Service), these Terms, VHQ’s Fair Use Policy (as defined in Section 8.4 below) or any other terms or conditions appearing on the VHQ Website that may be referred to in these Terms, in each case by providing notice to Customer in accordance with Section 16.8. Each such change will be effective on the date of such notice if such change is made by VHQ to comply with any applicable laws or to address any actual or potential third party claims, or if such notice is provided to Customer during the Trial Service Term; otherwise, it will be effective at the end of the Paid Service Term in which such notice is delivered, provided that if such notice is delivered less than fifteen (15) days prior to the end of such Paid Service Term, such change will be effective at the end of the subsequent Paid Service Term. If Customer does not agree to such change, Customer may terminate the affected Selected Paid Services in accordance with Section 10.1 below and discontinue its use of all other affected VHQ Offerings. If Customer does not terminate such Selected Paid Services and discontinue its use of all other affected VHQ Offerings prior to the effective date of such change, Customer will be deemed to have agreed to such change. For avoidance of doubt, this paragraph does not apply to changes to the Price List, which are addressed in Section 7.1.
8. OTHER OBLIGATIONS OF CUSTOMER
8.1 Information Provided by Customer. Customer represents that all information provided by Customer to VHQ (including, without limitation, all contact information and information regarding Customer’s Credit Card) is accurate, up-to-date and complete at the time it is provided to VHQ. Customer will update all such information so that it remains accurate, up-to-date and complete at all times.
8.2 Forwarding Phone Numbers. Some VHQ Offerings may involve the forwarding of calls or messages to phone numbers specified by Customer (“Forwarding Telephone Numbers”). Customer represents that all Forwarding Telephone Numbers are under Customer’s direct control, and Customer will not direct VHQ to forward calls or messages to any phone numbers not under Customer’s direct control. In addition, Customer acknowledges and agrees that VHQ will have the right to refuse to forward calls and messages to any telephone number in VHQ’s discretion, in which case Customer will need to provide a different telephone number to receive forwarded calls and messages.
8.3 Compliance with Laws. Customer will at all times comply with all applicable laws and regulations in connection with its use of VHQ Offerings. Customer will not use any VHQ Offerings to engage in, or to encourage or assist others to engage in, any illegal or fraudulent activities.
8.4 VHQ Fair Use Policy. In connection with its use of VHQ Offerings, Customer will at all times comply with this fair use policy (“Fair Use Policy”). The Fair Use Policy pertains to:
(a) Customer’s usage during the Trial Service Term. VHQ may shorten or end the Trial Service Term of the Customer with immediate effect should it determine, at its absolute discretion, that the Customer’s usage is in any way unreasonable.
(b) Customer’s inbound call durations on Virtual Receptionist and Message Express subscriptions. After providing reasonable notice, VHQ may require that Customer’s Account be re-configured, that Customer transition to a MyAssistant subscription or terminate any or all Selected Paid Services with effect at the end of the then current Paid Service Term, should it determine, at its absolute discretion, that the Customer’s inbound call durations are in any way excessive or unreasonable.
(c) Customer’s call transfer durations. After providing reasonable notice, VHQ may require that Customer’s call transfers be charged on a per minute basis or terminate any or all Selected Paid Services with effect at the end of the then current Paid Service Term, should it determine, at its absolute discretion, that the Customer’s use of call transfers is in any way unreasonable.
This Fair Use policy may be amended by VHQ from time to time.
8.5 Other Prohibited Activities. Customer will not, and will have no right to:
(a) sell, resell or otherwise provide any VHQ Offerings to third parties, or use or otherwise exploit any VHQ Offerings for the purpose of selling or otherwise providing to third parties the benefit of any VHQ Offerings or any products or services that are similar to any VHQ Offerings;
(b) overburden, disable or otherwise disrupt any VHQ Offerings or interfere with the use of any VHQ Offerings by any other VHQ customers; or
(c) obtain or attempt to obtain any materials or information regarding any VHQ Offerings or any other user of VHQ Offerings through any means not intentionally made available or provided for by VHQ through the VHQ Website or any VHQ App.
8.6 Indemnification. Customer will indemnify, defend, and hold harmless VHQ from and against all liabilities, damages, and costs (including settlement costs and reasonable attorneys’ fees) arising out of any breach by Customer of this Section 8 or any third-party claim relating to any of Customer’s products, services or businesses.
9. SERVICE SUSPENSION
9.1 Insufficient Funds. VHQ may suspend the performance of any or all Selected Paid Services if any charge submitted by VHQ to Customer’s Credit Card as permitted under these Terms is declined or is initially accepted but subsequently reversed, or any amount payable by Customer under these Terms is not otherwise paid when due.
9.2 Emergency Suspension. VHQ may immediately suspend the performance of any or all Selected Paid Services and disable Customer’s access to Customer’s Account and any VHQ Offerings if VHQ has a reasonable belief that (a) Customer has committed any breach of Section 8 or has engaged in any activity that could pose a serious threat or risk to VHQ or its employees (including attracting calls that are reasonably likely to cause undue or unreasonable stress for VHQ employees) or disrupt any VHQ Services, or (b) there has been any unauthorised access to Customer’s Account or unauthorised use of any VHQ Services in Customer’s name.
10. SERVICE TERMINATIONCustomer may terminate any or all of the Selected Paid Services at any time by sending VHQ an email to firstname.lastname@example.org that identifies the Selected Paid Services to be terminated and the date on which Customer desires such termination to take effect (“Requested Termination Date”), which date will be no earlier than three (3) days after the date such email is sent. The effective date of such termination will be, at VHQ’s election, either (i) the Requested Termination Date or (ii) three (3) days after the date such email is sent. If a new Paid Service Term starts prior to the effective date of such termination, Customer will incur the applicable Subscription Charge for the new Paid Service Term.
10.1 Termination by Customer
(a) For Cause. Customer may terminate any Selected Paid Service on written notice to VHQ:
- i. if VHQ is in material breach of the Terms and the breach remains unremedied for more than thirty (30) days after receipt of a written notice from Customer to remedy the breach; or
- ii. Customer has the right to terminate pursuant to Section 7.1 or Section 7.2,
in which case Customer will be entitled to a pro-rata refund of the Subscription Charges which have been pre-paid for the terminated portion of the relevant Paid Service Term and any unused balance of the Prepaid Usage Credit, from which has been deducted any amounts Customer incurred prior to termination or that are owed by Customer pursuant to these Terms.
- (b) For convenience. Customer may terminate any Selected Paid Service at any time by sending VHQ an email to email@example.com that identifies the Selected Paid Services to be terminated and the date on which Customer desires such termination to take effect (“Requested Termination Date”), which date will be no earlier than three (3) days after the date such email is sent. If a new Paid Service Term starts earlier than three (3) days after such email is sent, Customer will incur the applicable Subscription Charge for the new Paid Service Term (the “Final Paid Service Term”). The effective date of such termination will be either (i) the Requested Termination Date, or should Customer not state a Requested Termination Date, (ii) the last day of the Final Paid Service Term. Irrespective of the effective date of termination, Customer will have access to the Selected Paid Services until the last day of the Final Paid Service Term.
- (c) Where Customer terminates pursuant to this Section 10.1(b):
- i. (Default position) the Subscription Charges which have been pre-paid will be retained and the VHQ Services available to Customer until the last day of the Final Paid Service Term (subject to reinstatement fees under clause 10.3(f)) and the unused balance of the Prepaid Usage Credit will be retained by VHQ for future use by Customer if Customer decides to re-instate or otherwise re-commence the VHQ Service pursuant to Section 10.3(f); or
- ii. (Refund Request) where Customer requests a refund of the unused Prepaid Usage Credit referred to in Section 10.1(c)(i) and VHQ agrees to the request (acting reasonably), VHQ will refund Customer this amount from which has been deducted an administration fee of $30 (to cover VHQ’s reasonable costs in processing the refund) and any amounts Customer incurred prior to termination or that are owed by Customer pursuant to these Terms.
10.2 Termination by VHQ
(a) For Cause. VHQ may terminate any or all Selected Paid Services if (i) Customer commits a breach of Section 5.2, 8.3, 8.4 or 8.5, (ii) Customer commits any other breach of these Terms and fails to remedy such breach within five (5) days, or (iii) Customer ceases conducting business in the normal course, becomes insolvent, makes a general assignment for the benefit of creditors, suffers or permits the appointment of a receiver for its business or assets, avails itself of or becomes subject to any petition or proceeding relating to insolvency or the protection of the rights of creditors, or any other insolvency or bankruptcy proceeding or other similar proceeding for the settlement of Customer’s debt is instituted.
(b) For Convenience. VHQ may terminate for convenience any Selected Paid Service by providing notice to Customer in accordance with Section 16.8. Such termination will be effective immediately if such Selected Paid Service is terminated by VHQ to comply with any applicable laws or to address any actual or potential third-party claims; otherwise, it will be effective at the end of the Paid Service Term in which such notice is delivered.
10.3 Effect of Termination
(a) Subscription Charges. VHQ will have no obligation to refund any Subscription Charges paid by Customer for any Selected Paid Service upon any termination thereof.
(b) Prepaid Usage Credit. VHQ will refund to Customer any unused balance of the Prepaid Usage Credit if (i) VHQ terminates all Selected Paid Services for convenience in accordance with Section 10.2(b) above or (ii) Customer terminates a Selected Paid Service in accordance with Section 10.1 in response to, and within ten (10) days of, VHQ making a change or revision as described in Section 7.1(a) or 7.2, and there are no other Selected Paid Services. VHQ will have no obligation to refund any unused balance of the Prepaid Usage Credit if the Selected Paid Services are terminated by either party under any other circumstances.
(c) Phone Calls and Messages. Following termination of any VHQ Service, VHQ will not be responsible in any way for answering calls, taking or delivering messages, or performing any other activities in connection with such VHQ Service.
(d) Customer’s Account. Upon termination of all VHQ Services, VHQ may terminate Customer’s Account and Customer’s access thereto.
(e) Customer Data. VHQ will have no obligation to retain any data or other information (including, without limitation, any messages or call logs) obtained or generated by VHQ in connection with any VHQ Service after termination of such VHQ Service.
(f) Service Reinstatement. Following termination of any VHQ Service, VHQ will have no obligation to reinstate or otherwise recommence such VHQ Service. If VHQ elects (in its discretion) to reinstate or otherwise recommence a terminated VHQ Service, VHQ may require that Customer pay a reinstatement fee of $25.
12. GDPR DATA PROTECTION (relevant only to users located in the EU)
12.1 VHQ and Customer both agree to comply with the relevant data protection regulation and laws (the “Data Protection Laws”), these being; up to and including 24 May 2018, the Data Protection Act 1998 (the “Act”) and thereafter the General Data Protection Regulation (“GDPR”) (as amended or updated from time to time). Further VHQ and Customer acknowledge that these Terms, in part or whole, do not relieve, remove or replace, either VHQ or Customer’s obligations under the Act or GDPR.
12.2 VHQ and Customer acknowledge that for the purposes of the Act and GDPR, VHQ is the data processor (the “Processor”) and the Customer is the data controller (the “Controller”) in relation to Customer’s personal data (“Personal Data”). The Controller hereby appoints the Processor with respect to processing activities undertaken in the course of the provision of receptionist services.
12.3 VHQ and Customer acknowledge and agree that the Processor is subject to the following obligations:
12.3.1 The Processor shall comply with the relevant Data Protection Laws and must:
(a) only act on the written instructions of the Controller and ensure those acting under their authority do the same;
(b) ensure that people processing the data are subject to a duty of confidence;
(c) use its best endeavours to safeguard and protect all personal data from unauthorised or unlawful processing, including (but not limited to) accidental loss, destruction or damage;
(d) ensure that all processing meets the requirements of the GDPR and related Data Protection Laws;
(e) ensure that where a Sub-Processor is used, they:
(i) only engage a Sub-Processor with the prior consent of the Controller;
(ii) inform the Controller of any intended changes concerning Sub-Processors;
(iii) they implement a written contract containing the same data protection obligations as set out in these Terms;
(iv) understand that any failure on the part of the Sub-processor to comply with the Data Protection Laws, the Processor remains fully liable to the Controller for the performance of the Sub-Processor’s obligations; and
(v) assist the Controller in providing subject access and allowing data subjects to exercise their rights under the Data Protection Laws.
(f) assist the Controller in meeting its data protection obligations in relation to:
(i) the security of processing data protection impact assessments; and
(ii) the investigation and notification of personal data breaches.
(g) delete or return all personal data to the Controller as requested unless not permitted to do so by law;
(h) make available to the Controller all information necessary to demonstrate compliance with the obligations laid down in the relevant Data Protection Laws;
(i) tell the Controller immediately if they have done something (or are asked to do something) infringing on Data Protection Law;
(j) co-operate with supervisory authorities in accordance with GDPR Article 31; and
(k) notify the Controller of any personal data breaches in accordance with GDPR Article 33.
12.3.2 The Processor is responsible for ensuring that each of its employees, agents, subcontractors or vendors are made aware of its obligations regarding the security and protection of the personal data and the terms set out in this Agreement.
12.3.3 The Processor shall maintain induction and training programs that adequately reflect the Data Protection Law requirements and regulations.
12.3.4 Any transfers of personal data to a third country or an international organisation shall only be carried out on documented instructions from the Controller; unless a legal requirement exists, the Processor shall inform the Controller of that legal requirement before processing.
12.3.5 The Processor shall maintain a record of all categories of processing activities carried out on behalf of the Controller, containing:
(a) the name and contact details of the Processor(s) and of each Controller on behalf of which the Processor is acting;
(b) the categories of processing carried out on behalf of each Controller;
(c) transfers of personal data to a third country or an international organisation, including the identification of that third country or international organisation and, the documentation of suitable safeguards; and
(d) a general description of the technical and organisational security measures referred to in Article 32(1).
12.3.6 The Processor shall maintain records of processing activities in writing, including in electronic form and shall make the record available to the supervisory authority on request.
12.3.7 When assessing the appropriate level of security and the subsequent technical and operational measures, the Processor shall consider the risks presented by any processing activities, in particular from accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to personal data transmitted, stored or otherwise processed.
12.4 VHQ and Customer acknowledge and agree that the Controller is subject to the following obligations:
12.4.1 The Controller is responsible for verifying the validity and suitability of the Processor before entering into a business relationship.
12.4.2 The Controller shall carry out adequate and appropriate onboarding and due diligence checks for all Processors, with a full assessment of the mandatory Data Protection Law requirements.
12.4.3 The Controller shall verify that the Processor has adequate and documented processes for data breaches, data retention and data transfers in place.
12.4.4 The Controller shall obtain evidence from the Processor as to the:
(a) verification and reliability of the employees used by the Processor;
(b) any certificates, accreditations and policies as referred to in the onboarding process;
(c) technical and operational measures used in safeguarding the Personal Data; and
(d) procedures in place for allowing data subjects to exercise their rights, including (but not limited to), subject access requests, erasure & rectification procedures and restriction of processing measures.
12.4.5 Where the Controller has authorised the use of any Sub-Processor by the initial Processor, the Controller must verify that similar data protection agreements are in place between the initial Processor and Sub-Processor.
12.4.6 Where the Controller has authorised the use of any Sub-Processor by the initial Processor, the details of the Sub-Processor must be added to a register of Sub-Processors.
12.5 The Controller and Processor acknowledge they understand and agree to the following specifics with respect to the Processor’s processing activities:
(b) The Controller authorises the Processor to transfer certain Personal Data to other member entities of the wholly owned group to which the Processor belongs in order for receptionist services to be provided outside of local operating hours. These other member entities are located in the United States and the United Kingdom;
(d) When the Processor handles phone calls on behalf of the Controller, the caller may provide Personal Data of their own to Processor in the form of their contact details to be forwarded to Controller. In this instance the caller is the controller and VHQ the Processor and as Processor, VHQ relies on the concept of “legitimate interest” (as defined in GDPR Article 6(1)(f)) in collecting this Personal Data and transmitting it to Customer; and
(e) The appointment by the Controller of the Processor will remain until terminated by either party in accordance with the notice periods outlined in section 10.
13. LIMITATIONS OF LIABILITY
13.1 Disclaimer of Warranties. Customer acknowledges and agrees that Customer’s use of the VHQ offerings is at Customer’s sole risk. To the maximum extent permitted by applicable law, the VHQ Offerings are provided “as is” and “as available,” with all faults and without warranty of any kind, and VHQ expressly disclaims all representations and warranties (whether express, implied, statutory or otherwise) regarding any VHQ offerings or any other aspects of this Agreement, including, without limitation, any warranties of non-infringement of third party rights, accuracy, quiet enjoyment, and any warranties arising out of any industry custom or course of dealing. Without limiting the foregoing, VHQ makes no representations or warranties regarding the quality, accuracy or content of any information or messages received on behalf of Customer, and VHQ does not warrant that any VHQ offering will be free of mistakes, defects or inaccuracies, will be available without interruption, or will meet Customer’s requirements.
13.2 Statutory Guarantees. VHQ does not exclude, restrict or modify any liability that cannot be excluded, restricted or modified, or which cannot be excluded, restricted or modified except to a limited extent, as between VHQ and Customer by law including liability under the Competition and Consumer Act 2010 (Cth). However, where such statutory provisions apply, to the extent to which VHQ is entitled to do so, VHQ’s liability will be limited at its option to:
(a) in the case of a supply of goods:
(i) the replacement of the goods or supply of equivalent goods;
(ii) the payment of the cost of replacing the goods or acquiring equivalent goods;
(iii) the payment of the cost of having the goods repaired; or
(iv) the repair of the goods; and
(b) in the case of services:
(i) the supply of the services again; or
(ii) the payment of the cost of having the services supplied again.
13.3 Limitations of Liability. To the extent not prohibited by applicable law, and regardless of the theory of liability (contract, tort or otherwise), in no event will (a) VHQ be liable under or in connection with this Agreement for any indirect, special, incidental, consequential, exemplary or punitive damages, or any damages for business interruption or loss of revenues, profits, business or data, even if VHQ knew or should have known of the possibility of such damages, or (b) VHQ’s aggregate liability under or in connection with this Agreement exceed the total of all amounts paid by Customer to VHQ for the VHQ Offerings giving rise to liability applicable to the Paid Service Terms during which the events giving rise to liability occurred.
The foregoing limitations will apply even if the above stated remedy fails of its essential purpose.
13.4 Essential Part of Bargain. Customer acknowledges that the disclaimers of warranties and limitations of liability set forth in these Terms are essential to the bargain between Customer and VHQ, and that VHQ would not have been willing to enter into these Terms or to provide any VHQ Offerings to Customer absent any such disclaimers or limitations.
13.5 Exceptions. The laws of some jurisdictions may not allow the exclusion of implied warranties or limitations on applicable statutory rights of a consumer. If such laws apply to Customer, some or all of the warranty exclusions and limitations of liability set forth in these terms may not apply to Customer.
14. CONFIDENTIAL INFORMATION
14.1 Confidentiality. Each party must keep all Confidential Information of the other party confidential and secret at all times, only use and disclose that Confidential Information to the extent necessary for compliance with its obligations and duties in accordance with the provisions of this Agreement and must take all action necessary to maintain the confidential nature of the other party’s Confidential Information.
14.2 Disclosure required by law. A party may disclose the Confidential Information of the other party if legally compelled to do so by any judicial or administrative body in which case it must promptly inform the other party and take all reasonably available legal measures to avoid such disclosure.
14.3 Return or destruction of Confidential Information. Each party must, on receipt of written notice from the other party requiring the return or destruction of any of the Confidential Information in the possession, custody or control of the relevant party:
(a) return to the other party or, at the option of the other party, destroy within 10 Business Days all Confidential Information, including all documentation and materials in its possession or under its control which in any way relate to or embody the Confidential Information together with any and all copies of extracts of the Confidential Information or related documentation;
(b) provide to the other party or, at the option of the other party, destroy within 10 Business Days all original and copy reports, notes and records prepared by it in relation to the Confidential Information; and
(c) where reasonably practicable, delete any Confidential Information that has been entered into a computer, database or other electronic means of data or information storage by it.
14.4 Definitions. For the purposes of this Agreement:
(a) “Business Days” means any day other than a Saturday, Sunday or public holiday in New South Wales, Australia.
(b) “Confidential Information” means, in respect of a party:
(i) any confidential or commercially sensitive information regarding the business or the assets and affairs of that party; and
(ii) this Agreement and any or all of its terms.
15. DISPUTE RESOLUTION
15.1 Subject to section 15.9, a party must not start arbitration or court proceedings in respect of a dispute arising out of or in connection with this agreement (“Dispute“) unless it has complied with this section 15.
15.2 If any Dispute arises, the party claiming that a Dispute has arisen must notify the other party (giving details of the Dispute) and the parties will make every effort to resolve the Dispute by mutual negotiation followed by mediation in accordance with this section 15.
15.3 During the seven day period after a notice is given under section 15.2 (or such longer period agreed to in writing by the parties to the Dispute) (the “Initial Period”), each party must use its best efforts to resolve the Dispute through mutual negotiation between a representative from each party with authority to agree to a resolution of the Dispute.
15.4 If the parties are unable to reach a resolution of the Dispute by mutual negotiation of their representatives by the end of the Initial Period, each party agrees that the Dispute must be referred for mediation in accordance with the mediation guidelines published by the Law Society of New South Wales, at the request of either party, to:
(a) a mediator agreed on by the parties; or
(b) if the parties are unable to agree on a mediator within 7 days after the end of the Initial Period, a mediator nominated by the then current President of the Law Society of New South Wales.
15.5 The role of any mediator is to assist in negotiating a resolution of the Dispute. A mediator may not make a decision that is binding on a party unless that party has so agreed in writing.
15.6 Any information or documents disclosed by a party under this section:
(a) must be kept confidential; and
(b) may not be used for any purpose except to attempt to resolve the Dispute.
15.7 Each party must bear its own costs of complying with this section and the parties must bear equally the costs of the mediator.
15.8 If a party has complied with sections 15.1 to 15.4 and the Dispute has not been resolved within 21 days from the end of the Initial Period, then either party may terminate the dispute resolution process by giving written notice to the other party.
15.9 Nothing contained in this section will deny any party the right to seek injunctive relief from an appropriate court.
15.10 The dispute resolution procedures in this section will not apply where a party is entitled under this Agreement to immediately terminate this Agreement.
16.1 Governing Law and Venue. 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.
16.2 Force Majeure. If VHQ or Customer is prevented from or delayed in complying with an obligation by an event beyond its reasonable control, performance by it of that obligation is suspended during the time compliance is prevented or delayed.
16.3 Severability. If the whole or any part of a provision of this Agreement is invalid or unenforceable in a jurisdiction it must, if possible, be read down for the purposes of that jurisdiction so as to be valid and enforceable. If however, the whole or any part of a provision of this Agreement is not capable of being read down, it is severed to the extent of the invalidity or unenforceability without affecting the remaining provisions of this Agreement or affecting the validity or enforceability of that provision in any other jurisdiction.
16.4 Waiver. A party does not waive a right, power or remedy if it fails to exercise or delays in exercising the right, power or remedy. A single or partial exercise by a party of a right, power or remedy does not prevent another or further exercise of that or another right, power or remedy. A waiver of a right, power or remedy must be in writing and signed by the party giving the waiver.
16.5 Survival. Any indemnity or obligation of confidentiality in this Agreement is independent and survives termination of this Agreement. Any other term which by its nature is intended to survive termination of this Agreement survives termination of this Agreement.
16.6 Assignment. Customer will not assign, whether in whole or part, the benefit of this Agreement or any rights or obligations under this Agreement, without the prior written consent of VHQ, which will not be unreasonably withheld.
16.7 Entire Agreement. This Agreement constitutes the entire agreement between the parties in connection with its subject matter and supersedes all previous agreements or understandings between the parties in connection with its subject matter.
16.8 Notices to Customer. Any notice from VHQ to Customer required, permitted or otherwise contemplated by these Terms may be provided by VHQ to Customer by email, text message, message in the client portal on the VHQ website, telephone or voicemail message.
Virtual Headquarters Pty Ltd (ACN: 099 660 661) as agent for Office HQ Pty Ltd (ABN: 95 105 928 363) provides the Receptionist and Messaging Services described in the items above.
Virtual Headquarters Pty Ltd (ACN: 099 660 661) provides Virtual Address services described in item 16 below.
18. PRESTIGIOUS MAIL ADDRESS (VIRTUAL ADDRESS / MAIL BOX SERVICES)
In addition to the core services outlined in Section 6.2 above, VHQ offer customers a Prestigious Mail Address (Virtual Address / Mail Box) service (“Virtual Address”) as part of a Virtual Office Services solution. The Virtual Address services are typically provided by third party, independently owned, service providers with which VHQ has an informal relationship. Those parties / providers are under no obligation to accept subscriptions put forward by VHQ and as such at their sole discretion, for whatever reason, may decline to accept any subscriptions VHQ put forward to them. VHQ are merely a re-seller of such services. Agreements for the Virtual Address service are between you the subscriber and the third party provider of that Virtual Address 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 VHQ is not warranting the service you sign for, nor is VHQ making any promises or guarantees as to the applicability of such service/s for what you require. As such you render VHQ 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 VHQ.
In relation to our Virtual Address service, VHQ do not provide refunds for the early cancellation of any service, the cessation of the service or for any other reason (including if the Virtual 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 Virtual Address services but ultimately the risk of subscribing to any Virtual Address service rests with you the subscriber and you understand that VHQ is 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 VHQ harmless from all claims if you are not happy with any service you sign up for, for whatever reason.
Further to the above, for the avoidance of any doubt “We make no warranties as to whether any party will accept your Virtual Address as a valid address for their purposes and we do not offer refunds in the event the address is not accepted by any third party, for whatever reason”. So prior to ordering a Virtual Address from us, the sole onus is on you the client, to make your own enquiries to whichever parties you choose, as to whether the proposed Virtual Address will be fit for the purpose you intend for that Virtual Address".
Orders for Clients based outside Australia: Please note that orders from outside Australia will only be accepted via bank transfer to our bank account (i.e. not via Credit Card).
VHQ shall be entitled at any time to withdraw Virtual Address services, without notice, for whatever reason.
VHQ also reserve the right for any reason to not accept an application for a Virtual 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.
Last Updated: 16 November 2020