REACHable Terms of Service

These terms apply when your business uses REACHable, the call answering service from TechAble. Please read them with your setup details and our REACHable Privacy Policy.

1. The agreement

This agreement is between you, the business signing up, and Techable Information Technology Solutions, a business registered in the Philippines, trading as techable.io, TechAble and REACHable (RM 4E TSC Residences & Suites, Pres. Magsaysay St., Cebu City, Philippines) ("we", "us").

It starts when you sign your agreement, which we send through DocuSign. Sending the setup form doesn't commit either of us. We confirm everything with you first.

If your signed agreement or written plan details differ from these terms, the signed agreement applies.

2. The service

We answer calls forwarded to us during cover hours, in your business name, using the instructions you give us. Depending on your plan, we take messages, transfer calls and answer common questions.

Our receptionists take messages and follow your script. They don't give professional, legal, financial, medical or trade advice. We aren't an emergency service. Your business remains responsible for its own dealings with callers.

3. Plans

All prices are in Australian dollars. No GST is charged. Unused calls don't carry over to the next month.

4. What counts as a call

A call is any call we answer for you. Each call covers up to 5 minutes. A longer call counts as one call for every 5 minutes started. For example, a 4-minute call counts as 1, an 11-minute call as 3, and a 15-minute call as 3.

Calls under 30 seconds, callers who hang up before we speak, wrong numbers and obvious spam don't count. We'll show these separately in your monthly summary.

5. Cover hours

Cover hours are Monday to Friday, 8am to 6pm in your local Australian time zone, including daylight saving where it applies. We also answer during cover hours on public holidays, at no extra cost.

Outside cover hours, callers can leave a voicemail with your greeting, which we email to you, or we send calls to another number you choose. That number can't be the one you forward to us. Talk to us if you need nights, weekends or different hours. Extra cover is by agreement and may cost more.

6. Setup and going live

We aim to have you live within 7 business days of receiving your completed setup details and agreement. We'll test the service with you before going live. Timing depends on you giving us what we need and setting up call forwarding.

7. Transfers

We put calls through in line with your instructions. If nobody answers within about 20 seconds, we come back to the caller and take a message. Please give us a direct line or mobile for transfers, not your main number.

8. Your responsibilities

• Give us accurate instructions, and tell us when they change
• Set up and manage call forwarding with your phone provider, and pay any charges they apply
• Make sure your scripts, and what you ask us to tell callers, are lawful and accurate
• Have the right to give us any personal information you share with us
• Tell your customers about the service where the law or your privacy policy requires it
• Not ask us to take payments or card details, or handle calls for anything unlawful or abusive

We may end a call if a caller is abusive or threatening, and we'll let you know.

9. Fees and payment

We invoice by email, and you pay by bank transfer to our Wise account. We invoice your monthly fee in advance at the start of each month, with any extra calls from the previous month on the same invoice. Invoices are due within 7 days.

If an invoice is overdue by more than 14 days, we may pause the service after giving you written notice.

We'll give you at least 30 days' written notice of any price change. You can cancel before it takes effect.

10. Changing plans

Upgrades start straight away. Downgrades start from your next billing month. Your new call allowance starts on the day you upgrade. Your next invoice includes the difference in price for the rest of that month.

Script changes can be sent by email at any time. We'll apply them within 2 to 5 business days, depending on how complex they are and how many receptionists need training.

11. Cancelling

There's no lock-in. Either of us can end this agreement at any time with 30 days' written notice to support@techable.io. Fees apply during the notice period. The setup fee isn't refunded once setup work has started. If we can't get you live, we'll refund it.

Either of us can end this agreement sooner if the other seriously breaches it and doesn't fix the problem within 14 days of written notice.

When the agreement ends, you're responsible for removing your call forwarding. Calls forwarded after the end date may not be answered.

12. Privacy and confidentiality

We handle personal information in line with our REACHable Privacy Policy. Caller information belongs to you, and we only use it to provide the service. Our receptionists are in the Philippines and work under written confidentiality terms.

Each of us will keep the other's confidential information private, unless the law requires otherwise.

13. Your content

You keep ownership of your business name, scripts and content. You let us use them to provide the service.

14. Service availability

We work hard to answer every call, but we can't promise the service will never be interrupted. Phone networks, power, internet, severe weather and other events outside our control can affect it. We'll let you know as soon as we can about any significant interruption.

15. Australian Consumer Law and liability

Nothing in these terms removes rights you have under the Australian Consumer Law that can't be excluded.

To the extent the law allows, we aren't liable for indirect or consequential loss, including lost jobs, profits or customers, and our total liability under this agreement is limited to the fees you paid in the 6 months before the claim.

16. Changes to these terms

We may update these terms by giving you at least 30 days' written notice. If you don't agree, you can cancel before the change takes effect.

17. Law and disputes

If there's a problem, please email us first so we can try to fix it. If we can't resolve it within 14 days, we'll try mediation before going to court. These terms are governed by the laws of the Australian state or territory where your business is based.

18. Contact

Email support@techable.io with any questions about these terms.