Legal

Terms of Service

Last updated 8 October 2026

• 1. About these terms
• 2. Using our website
• 3. Our services
• 4. Subscriptions and billing
• 5. Cancelling
• 6. Changes to prices and terms
• 7. The client portal
• 8. Your data
• 9. Your responsibilities
• 10. AI features and estimates
• 11. Websites and intellectual property
• 12. Availability and support
• 13. Consumer guarantees
• 14. Liability
• 15. Suspension
• 16. General

1. About these terms

These terms apply when you use novidigital.com.au, subscribe to a Novi Digital service, or use the Novi client portal. Novi Digital (“Novi”, “we”, “us”) is the business name of Isitolo Ahio, a sole trader based in Queensland (ABN 29 852 691 146). If you’ve signed a separate written agreement or proposal with us, that document applies first and these terms fill any gaps.

By subscribing or using the portal, you confirm that you are at least 18 years old and authorised to agree to these terms for your business.

2. Using our website

The information on our website is general. We work to keep it accurate, but examples and figures (such as demonstration systems) are illustrations, not promises of specific results. Please don’t misuse the website — for example by attempting to access systems you aren’t authorised to use.

3. Our services

Our services — websites, AI Business, AI Pro, AI Receptionist, AI Workflow and Novi Complete — are described on our product pages and, where applicable, in your proposal. We’ll provide them with due care and skill, using reasonable timeframes that we agree with you during onboarding.

Some features rely on third-party services (for example telephone, SMS, email, calendar and payment providers). We choose reputable providers, but their availability is outside our direct control.

4. Subscriptions and billing

• Prices are in Australian dollars. Novi Digital is not registered for GST, so no GST is charged and our invoices are not tax invoices. If we register for GST in future, we’ll give you at least 30 days’ notice before GST applies, and you can cancel before then (see section 6).
• Subscriptions are billed monthly in advance through Stripe, starting on the day you subscribe and then on the same date each month.
• There’s no setup fee for our standard plans. Custom work (such as Novi Complete) is quoted in writing before you commit.
• If a payment fails, we’ll let you know and give you at least 14 days to update your payment details before any service is paused.
• Included usage and extra use. Plans that use phone minutes, text messages or chatbot conversations include a monthly allowance, shown on each product page and at checkout and set out below. If you go over it, we bill the extra use monthly in arrears through Stripe at the rates below. Allowances reset each month and don’t roll over. We aim to tell you when you’ve used about 80% of an allowance, so there are no surprises. We only charge extra use at the rates published here or agreed with you in writing. If your use is far above what’s normal for your plan, we’ll talk to you before taking any action. Novi Complete allowances are set out in your quote.

Plan	Included each month	Extra use
Websites	No metered use	—
AI Business	300 texts · 300 chatbot conversations	$0.80 per call minute $0.20 per text $0.30 per chat conversation
AI Pro	1,000 texts · 1,000 chatbot conversations
AI Receptionist	300 call minutes · 200 texts
AI Workflow	1,500 texts
Novi Complete	As set out in your quote

• A call minute is a minute of a call handled by our AI receptionist, as reported by our telephony provider.
• A text is one outgoing SMS segment (up to 160 characters — a longer message counts as more than one) sent by an automation or from the portal. Texts you receive aren’t counted.
• A chat conversation is one visitor chat session with your website chatbot.
• Emails and portal use are not metered, but must be used reasonably.

5. Cancelling

You can cancel any time just by telling us: email hello@novidigital.com.au, or call or text Isitolo on 0485 074 747. If you have portal access, you can also use the Billing page. There’s no cancellation fee. Your service continues until the end of the month you’ve already paid for, and then stops. Except where the Australian Consumer Law requires otherwise, we don’t refund part-months.

For websites, “stops” means your website is taken down at the end of that month, unless you’ve bought a handover (section 11). We’ll email you a reminder 14 days before. We’ll also provide an export of your business data on request, at no charge.

6. Changes to prices and terms

We may change our prices or these terms from time to time — for example because our costs change or we add new features. We’ll give you at least 30 days’ written notice of any price increase or change that materially affects you. If you don’t want to continue, you can cancel before the change takes effect and you won’t be charged the new price.

7. The client portal

• Portal access is by invitation. You’re responsible for who you invite and the access level you give them, and for removing people who leave your business.
• Logins are by secure email link — keep access to your email account secure.
• With your permission, Novi staff may view your portal to provide support. Support access is logged.
• Please don’t attempt to access other businesses’ data, interfere with the service, or use it for unlawful purposes.

8. Your data

You own your business data and your customers’ data. We handle it only to provide and support your service, in line with our Privacy Policy. We don’t sell it or use your customers’ information for our own marketing. We’ll give you an export of your data on request, and delete or de-identify it within 90 days after you leave unless the law requires us to keep it.

We use industry-standard security, separate each client’s data at the database level, and will tell you promptly if a data breach affects your information.

9. Your responsibilities

Because our systems contact your customers on your behalf, you agree to:

• Marketing consent: only enable marketing messages (such as follow-ups, review requests and reactivation campaigns) for customers who have consented or have an existing relationship with you, and keep the opt-out wording in those messages, as required by the Spam Act 2003.
• Call recording and AI disclosure: keep the AI receptionist’s greeting telling callers they’re speaking with an AI assistant and that calls are recorded.
• Privacy: have a privacy policy for your own business that covers the use of service providers like Novi, and handle your customers’ information lawfully.
• Accuracy: give us accurate business details, pricing, opening hours and rosters, and review the information your systems give customers.

10. AI features and estimates

• AI features (such as the receptionist, call summaries, chat and scheduling suggestions) are designed to help your business, but they can make mistakes. Please review important information — recordings and original messages are available in the portal.
• Bookings suggested by our AI are not confirmed until someone at your business accepts them. Our scheduling system only suggests times inside your opening hours and your team’s rosters, but you remain responsible for the bookings you accept.
• Revenue, return-on-investment and time-saved figures in the portal are estimates based on your activity and the assumptions shown (such as your average job value). They aren’t guarantees or financial advice.

11. Websites and intellectual property

Your website is a hosted service. Novi Digital owns the website design, code, templates, platform and software. Your monthly fee lets you use the website, and pays for us to host, maintain and support it. Any written content we write for your website is part of the hosted website.

You keep your own materials. You own your logo, brand assets, and the written content and photos you give us. You let us use them to build and run your website.

Your domain name is registered in your name. If we register it for you, we do it in your name and with your details, and it stays yours.

If you cancel, your website is taken down at the end of the month you’ve paid for. We’ll email you a reminder 14 days before it comes down.

Taking a copy of your website (handover). If you want to keep your website, ask for a handover before you cancel. It’s a one-off fee of $450. Once you’ve paid, we send you your website files within 10 business days. The handover doesn’t include our platform, software, templates, automations or client portal, or anything that depends on them (such as the chatbot, booking and CRM connections). Your business data (customer lists, messages and bookings) isn’t part of the handover. We export it on request at no charge (see section 8).

We keep ownership of our own platform, software, templates and know-how (including the client portal and automation systems), which you may use while you’re subscribed.

12. Availability and support

We aim to keep our systems available at all times and to fix problems promptly, but we can’t promise uninterrupted service — maintenance and third-party outages can happen. We’ll give notice of planned maintenance where reasonably possible. Support is available by email and through change requests in the portal.

13. Consumer guarantees

Our services come with guarantees that can’t be excluded under the Australian Consumer Law. Nothing in these terms limits any right you have under the Australian Consumer Law or any other law that can’t be excluded.

14. Liability

To the extent permitted by law, and subject to section 13:

• where our liability for failing to meet a consumer guarantee can be limited, it’s limited to supplying the services again or paying the cost of having them supplied again;
• neither of us is liable to the other for indirect or consequential loss, such as loss of profit or opportunity; and
• otherwise, our total liability to you in connection with our services is limited to the fees you paid us in the 12 months before the claim arose.

These limits don’t apply to liability that can’t legally be limited, or to loss caused by fraud, wilful misconduct or a breach of confidentiality or privacy obligations.

15. Suspension

We may pause a service if fees remain unpaid after the notice period in section 4, or immediately if it’s being used unlawfully or in a way that puts other clients or people at risk. Where it’s safe to do so, we’ll contact you first and restore the service as soon as the issue is resolved.

16. General

• These terms are governed by the laws of Queensland, Australia, and each party submits to the courts of Queensland.
• If part of these terms is found to be unenforceable, the rest continues to apply.
• Questions? Email hello@novidigital.com.au.