Terms of service

Call It In, provided by Incendo New Zealand Limited. Last updated 8 November 2026.

1. About these terms
2. The service
3. Plans and allowances
4. Setup, payment and GST
5. Minimum term and cancelling
6. Price changes
7. Your responsibilities
8. The AI and the phone line
9. Your data and privacy
10. Phone numbers
11. Our liability
12. Suspending or ending the service
13. Changes to these terms
14. General

1. About these terms

These terms are an agreement between Incendo New Zealand Limited ("Incendo", "we", "us") and the business that signs up for Call It In ("you"). You accept them when you tick the box at checkout, pay for a plan, or use the service.

Call It In is for businesses only. You're acquiring it for the purposes of a business, so the Consumer Guarantees Act 1993 doesn't apply. We both agree that sections 9, 12A, 13 and 14(1) of the Fair Trading Act 1986 don't apply either, and that this is fair and reasonable because we're both in trade.

The person who accepts these terms confirms they're allowed to do so for the business.

2. The service

Call It In gives you:

• an AI receptionist that answers your business phone line
• a staff phone line with PINs
• a web portal for messages, tasks, quotes, jobs, invoices, health and safety records and related tools

Every plan includes every feature. We may improve, change or remove features over time. If a change materially reduces what you get, we'll tell you first.

3. Plans and allowances

Each plan includes a monthly allowance of call minutes, quotes and office logins, as shown when you sign up. Crew on the phone line are unlimited.

• A quote counts once when it's created, however it was made. Redrafts, sharing and emailing that quote don't count again.
• Unused allowances don't carry over.
• We never cut off your calls for going over. We'll let you know at 80% and 100% of an allowance.
• If you go over an allowance in two months out of any twelve, we'll move you up to the plan that fits, with notice. You can talk to us about a Custom plan instead.
• Features that aren't counted (such as receipt scanning, price lists and file reading) are fair use. We may apply reasonable limits to stop misuse or to protect the service for everyone.

4. Setup, payment and GST

• The one-off setup fee is charged with your first payment. It covers setting up your receptionist, greeting, answers, staff and PINs with you. It isn't refundable once setup work has started.
• Plans are billed in advance, monthly or annually, by card through our payment provider. Prices are in NZ dollars and exclude GST, which is added at checkout and shown on your tax invoice.
• If a payment fails, we'll let you know and retry. If it's still unpaid 14 days after we've told you, we may suspend the service until it's paid.

5. Minimum term and cancelling

• Monthly plans have a minimum term of 3 months from your first payment. After that, you can cancel any time with 30 days' notice by email to liam@incendo.co.nz. The service, and billing, continue until the notice period ends.
• If you cancel during the minimum term, the remaining months of the minimum term are still payable.
• Annual plans are paid for the year and aren't refundable. They renew automatically unless you tell us at least 30 days before the renewal date.
• You can move up to a bigger plan at any time; we'll charge the difference for the rest of the billing period. Moving down takes effect from your next billing period, and not during the minimum term.

6. Price changes

We may change our prices with at least 30 days' notice by email. Changes don't apply to an annual plan until it renews.

7. Your responsibilities

• Check before you rely on it. You're responsible for checking everything the service drafts or records before you rely on it or send it to anyone. That includes quotes, prices, invoices, timesheets, messages and health and safety records.
• Prices are yours. The service can suggest prices from your own price lists and past quotes, but you set and are responsible for every price you send.
• Keep access secure. Keep your logins, two-factor devices and staff PINs secure, and remove people who leave. You're responsible for what's done using your accounts and PINs.
• Tell people about the line. Make sure callers and staff know calls are answered by an AI assistant and are recorded and transcribed. The standard greeting does this, so don't remove it. Tell your staff how their calls, timesheets and records are used.
• Comply with the law. Use the service lawfully, including the Privacy Act 2020, the Unsolicited Electronic Messages Act 2007 and the Health and Safety at Work Act 2015. Don't use it for spam, harassment, or anything misleading or unlawful.
• Keep information up to date. Keep your business information, answers and settings accurate. The receptionist only answers from what you give it.

8. The AI and the phone line

• It can make mistakes. AI can mishear or misunderstand. We design the service to read details back and to only use your own information, but we can't guarantee every call, transcript or draft is correct.
• Not an emergency service. In an emergency the receptionist tells callers to ring 111. Health and safety prompts are guidance only: you remain responsible for your duties under the Health and Safety at Work Act 2015, including notifying WorkSafe.
• Availability. We aim for the line to answer 24/7, but it depends on telephone, internet and AI providers outside our control, so we can't promise it will never be unavailable. We'll fix problems we're responsible for as quickly as we reasonably can.

9. Your data and privacy

• Your data is yours. That means everything you and your callers put into Call It In: call recordings, transcripts, messages, quotes, jobs, invoices, staff details and so on. We use it only to provide and support the service for you, and we don't sell it.
• Where it's kept. Your data is stored in Australia (Sydney).
• Who helps us run it. We use carefully chosen service providers for things like voice and call handling, AI drafting, hosting, email, payments and telephone services. Some of them may process data outside New Zealand and Australia, including in the United States. We only use providers that protect data to a standard comparable to New Zealand's Privacy Act 2020, and they may only use it to provide services to us. If you need details for your own privacy obligations, ask us and we'll share what you need confidentially.
• How we protect it. We protect your data with two-factor sign-in, role-based access and separation between businesses. If a privacy breach affects your data, we'll tell you promptly and work with you on any notifications required under the Privacy Act 2020.
• When you leave. You can export your data for 30 days after your service ends. After that we delete it within 90 days, except for records we must keep by law, such as invoices.

10. Phone numbers

We set up a phone number or call forwarding for you through our telephone provider.

• Any porting or number costs charged to us are passed on at cost.
• 0800 numbers are charged at cost per minute.
• If you leave, we'll help you move a number we set up for you where that's possible.

11. Our liability

• To the extent the law allows, the service is provided as it is, and we're not liable for any indirect or consequential loss. That includes lost profits, lost jobs or lost data, however it arises.
• Our total liability to you for all claims relating to the service is limited to the fees you paid us in the 3 months before the claim arose.
• Nothing in these terms limits liability that can't be limited by law.

12. Suspending or ending the service

• We may suspend or end your service if you don't pay, if you seriously or repeatedly breach these terms, or if your use puts the service or others at risk. Where it's reasonable, we'll warn you first and give you a chance to fix it.
• We may also end the service for any reason with 30 days' notice. If we do, we'll refund any amount you've prepaid for the period after it ends.

13. Changes to these terms

We may update these terms. We'll email you at least 30 days before a change that affects you. If you keep using the service after the change takes effect, you accept the updated terms. If you don't agree, you can cancel before the change takes effect without the minimum term applying.

14. General

• These terms, with your plan details at checkout, are the whole agreement between us about Call It In.
• New Zealand law applies, and New Zealand courts have jurisdiction.
• If any part of these terms can't be enforced, the rest still applies.

Questions? Email liam@incendo.co.nz.