TERMS OF SERVICE AGREEMENT
Lane Nine Media, AI Services
Effective Date: 22/07/2025
Last Updated: 05/08/2025
1. COMPANY INFORMATION
Business Name: Lane Nine Media, AI Services
Business Type: Sole Proprietorship
State/Territory: Victoria, Australia
Website: laneninemedia.com
Contact Email: [email protected]
2. ACCEPTANCE OF TERMS
By using our services, signing up for our platform, or making a payment, you agree to these Terms of Service ("Terms"). If you don't agree with any part of these terms, please don't use our services.
These Terms apply to all clients, users, and anyone who accesses our services.
3. DEFINITIONS
"AI Services" - Our artificial intelligence solutions including voice agents, chatbots, marketing automation, and related digital marketing tools.
"Client" or "You" - The person or business purchasing our services.
"Services" - All AI services, support, training, and related offerings provided by Lane Nine Media.
"Platform" - Our software systems, integrations, and technology used to deliver AI services.
"Training Data" - Information, scripts, and content you provide to customize your AI systems.
"Third-Party Integrations" - External services we connect with (like GoHighLevel, phone systems, etc.).
4. SERVICES PROVIDED
4.1 AI Services Offered
We provide the following services to local businesses:
AI voice agents for phone calls
AI chatbots for websites and messaging
Marketing automation systems
Setup, training, and ongoing support
Integration with existing business systems
4.2 Service Limitations
Our AI services are designed to handle common business interactions but have limitations:
May not understand complex or unusual requests
Require ongoing training and optimization
Performance depends on quality of training data provided
Cannot replace all human interaction needs
May experience occasional technical issues
4.3 Custom Development
Some services may require custom development work, which will be quoted separately and documented in writing.
5. PAYMENT TERMS
5.1 Pricing Structure
Setup Fees: One-time charges for initial configuration (if applicable)
Monthly Recurring Fees: Ongoing service charges billed monthly in advance
Additional Services: Custom work billed separately as agreed
5.2 Payment Processing
Payments are processed automatically on your billing date
We accept credit cards, debit cards, and other approved payment methods
You authorize us to charge your payment method for all fees
5.3 Late Payments
Services may be suspended for accounts over 7 days past due
A late fee of $25 or 5% of the outstanding balance (whichever is greater) may be applied
We may use collection agencies for severely delinquent accounts
5.4 Price Changes
We may change pricing with 30 days written notice
Existing clients will be grandfathered at current rates for 90 days after notice
6. CLIENT RESPONSIBILITIES
6.1 Training Data
You are responsible for providing:
Accurate business information
Complete service/product details
Sample customer interactions
Current pricing and policies
Any updates or changes to your business
6.2 Data Quality
You must provide truthful and accurate information
You're responsible for updating information when it changes
Poor quality data may result in poor AI performance
6.3 Compliance
You must comply with all applicable laws and regulations
You're responsible for obtaining necessary consents for call recording
You must follow telecommunications regulations in your area
6.4 System Access
Provide necessary access to your existing systems for integration
Maintain security of your login credentials
Notify us immediately of any security concerns
7. INTELLECTUAL PROPERTY
7.1 Our Property
Lane Nine Media owns all rights to our AI platform, software, and technology
You receive a license to use our services, not ownership
You cannot copy, modify, or reverse engineer our systems
7.2 Your Property
You retain ownership of your business data and training materials
You grant us permission to use your data only to provide our services
We will not share your proprietary business information with competitors
7.3 AI-Generated Content
Content created by your AI (call scripts, responses, etc.) belongs to you
You're responsible for ensuring AI-generated content complies with laws
We make no warranties about the accuracy of AI-generated content
8. DATA PRIVACY AND SECURITY
8.1 Data Protection
We implement industry-standard security measures
Your data is encrypted during transmission and storage
We regularly update our security protocols
8.2 Data Usage
We use your data solely to provide and improve our services
We do not sell your data to third parties
We may use anonymized data for research and development
8.3 Data Retention
We retain your data for as long as you use our services
After termination, data is deleted within 90 days unless legally required to retain
You can request data deletion at any time (subject to legal requirements)
8.4 Privacy Compliance
We comply with applicable privacy laws including Australian Privacy Principles
You're responsible for obtaining necessary consents from your customers
We'll cooperate with legitimate privacy requests and investigations
9. THIRD-PARTY INTEGRATIONS
9.1 Integration Services
We integrate with various third-party platforms (GoHighLevel, phone systems, etc.)
These integrations are subject to the third party's terms and availability
We're not responsible for third-party service outages or changes
9.2 Data Sharing
Integrations may require sharing data with third-party services
You consent to necessary data sharing for integrations to function
Third-party services have their own privacy policies
9.3 Integration Failures
We'll make reasonable efforts to maintain integrations
We're not liable for issues caused by third-party service changes
Alternative solutions may be provided if integrations fail
10. SERVICE LEVEL AGREEMENTS
10.1 Uptime Commitment
We strive for 99.5% uptime for our AI services
Planned maintenance will be scheduled during low-usage periods with advance notice
Unplanned outages will be resolved as quickly as possible
10.2 Response Times
Emergency issues: Response within 2 hours during business hours
Non-emergency issues: Response within 24 hours
Feature requests: Response within 5 business days
10.3 Performance Standards
AI services should handle routine inquiries accurately 90%+ of the time
Call connection rates should exceed 95% when systems are operational
Performance may vary based on training data quality and complexity
11. LIMITATION OF LIABILITY
11.1 AI Service Limitations
Lane Nine Media is not liable for:
Missed calls due to technical issues beyond our control
AI responses that don't meet customer expectations
Lost business opportunities due to AI limitations
Inaccurate information provided by AI systems
Compliance issues arising from AI-generated content
11.2 Maximum Liability
Our total liability is limited to the amount you paid us in the 12 months before the incident
We're not liable for indirect, consequential, or punitive damages
This includes lost profits, lost customers, or business interruption
11.3 AI Technology Disclaimers
AI technology is constantly evolving and not perfect
Results may vary and are not guaranteed
We make no warranties about AI accuracy or performance
12. REFUND POLICY
12.1 Setup Fee Refunds
Setup fees are refundable within 30 days if services haven't been delivered
Once AI training begins, setup fees become non-refundable
12.2 Monthly Fee Refunds
Monthly fees are refundable on a pro-rated basis for unused time
Refunds processed within 10 business days of approved request
No refunds for months where service was actively used
12.3 Satisfaction Guarantee
New clients have 30 days to request a full refund if unsatisfied
Must provide specific reasons for dissatisfaction
We may offer service improvements instead of refunds
13. TERMINATION
13.1 Termination by Client
You can cancel anytime with 30 days written notice
Services continue until the end of your current billing period
No early termination fees for month-to-month services
13.2 Termination by Lane Nine Media
We may terminate your service immediately for:
Non-payment after 30 days past due
Violation of these Terms
Illegal use of our services
Abusive behavior toward our staff
13.3 Effect of Termination
Access to services stops immediately upon termination
Your data will be provided in standard format within 30 days
Outstanding balances become immediately due
14. INDEMNIFICATION
You agree to defend and hold harmless Lane Nine Media from claims arising from:
Your use of our services in violation of these Terms
Content you provide for AI training
Your failure to comply with applicable laws
Claims from your customers regarding AI interactions
Misrepresentation of our services to your customers
This doesn't apply to claims caused by our negligence or willful misconduct.
15. TELECOMMUNICATIONS COMPLIANCE
15.1 Regulatory Compliance
You're responsible for complying with all telecommunications laws
This includes call recording consent, do-not-call lists, and privacy regulations
We provide tools to help compliance but ultimate responsibility is yours
15.2 Call Recording
Our services may record calls for quality and training purposes
You must obtain proper consent from callers as required by law
We can provide compliance guidance but not legal advice
15.3 Prohibited Uses
You may not use our services for:
Spam or unwanted communications
Illegal activities or scams
Harassment or abusive behavior
Violation of telecommunications regulations
16. DISPUTE RESOLUTION
16.1 Initial Resolution
Contact us first at [email protected] to resolve disputes
We'll make good faith efforts to resolve issues within 30 days
Many issues can be resolved through direct communication
16.2 Mediation
If direct resolution fails, we prefer mediation before formal proceedings
Mediation will be conducted in Victoria, Australia
Costs split equally between parties
16.3 Arbitration
Disputes not resolved through mediation may go to binding arbitration
Arbitration conducted under Australian commercial arbitration rules
Arbitrator's decision is final and binding
16.4 Exceptions
The following disputes are exempt from arbitration:
Intellectual property violations
Collections for unpaid fees
Emergency injunctive relief
17. GENERAL PROVISIONS
17.1 Governing Law
These Terms are governed by the laws of Victoria, Australia, without regard to conflict of law principles.
17.2 Entire Agreement
These Terms constitute the entire agreement between you and Lane Nine Media regarding our