Terms of Service

1. Who we are and what this agreement covers

These terms are a binding agreement between MetricGrow (ABN: 80 861 760 411), a sole trader business operating in Victoria, Australia (“MetricGrow”, “we”, “us”), and the business or sole trader that signs up for or uses our services (“you”). By starting a trial, subscribing or using our services, you agree to these terms.

2. Our services

We provide automated missed-call text-back, call-forwarding setup, lead notifications and related services. The plans, what each includes and any allowances are as listed on our pricing page when you sign up. We may update or add features over time.

• Setup help. We help you set up call forwarding on your phone during onboarding. Forwarding settings vary by phone provider and plan. If your plan can’t forward unanswered calls, we’ll tell you before you pay anything.
• Lead alerts. Lead notifications go to the mobile numbers or email addresses you nominate, as allowed by your plan.
• No quotes by default. Our automated replies are designed to collect job details and suburb. They do not quote prices, make bookings or commit you to any work unless you ask us to set that up and approve the wording.
• Changes to our systems. We may change the technology providers and systems we use to deliver the service. We’ll keep the service substantially the same and update our Privacy Policy if this changes how personal information is handled.

3. Free trial and guarantees

• The free trial applies to the Starter and Growth Engine plans. Your trial lasts 30 days and needs no payment card.
• Guarantee. If fewer than 3 verified leads are captured in the first 30 days, we extend your trial until the earliest of: 3 verified leads captured, day 45 after sign-up, or 100 trial text messages sent.
• Verified lead. An inbound phone caller who replies to an automated text or AI interaction with their job details and suburb.
• You won’t be charged unless you choose to subscribe. If you don’t, the service stops when the trial ends.
• We take card details only when you choose to subscribe.
• We may refuse or end a trial if we reasonably believe it is being misused (for example, repeated sign-ups).
• DFY has no free trial. The DFY Infrastructure plan has no free trial, because we set it up and run it for you from day one. It has its own results guarantee instead (below).
• DFY availability and start date. We take a limited number of DFY clients each month and may keep a waiting list. Your DFY plan, and your billing, start on the date we confirm your setup is live (your “go-live date”).
• DFY results guarantee. If we haven’t captured at least 3 verified leads within 30 days of your go-live date, we’ll refund your first month’s plan fee if you ask within 14 days after those 30 days end. Usage charges (such as top-ups and extra AI voice minutes) aren’t refunded. If we refund you, you may end any Commit & Save term without paying the remaining fees.

4. Fees, credits and billing

• Subscriptions are billed monthly in advance in Australian dollars, plus GST where applicable. Where GST applies, we’ll issue tax invoices.
• Credits. 1 credit = 1 outbound SMS segment (up to 160 characters; messages with special characters or emoji are shorter per segment, and longer messages use more credits). Inbound texts from callers don’t use credits.
• Plan credits. Your plan’s monthly credits don’t roll over to the next month.
• Top-ups. Extra outbound texts beyond your plan’s allowance cost $0.15 per SMS, across all plans. Paid top-up credits stay in your account until used while your subscription is active.
• Auto-recharge. When your credits reach zero, we charge $20 to your card on file, which adds about 133 credits. We email a receipt for each top-up. You can turn auto-recharge off in your account. If you do, texting pauses when credits reach zero.
• Unused top-ups on cancellation. If you cancel, we’ll refund unused paid top-up credits if you ask within 30 days of cancelling.
• Other usage (such as AI voice minutes) is charged at the rates listed on our pricing page when you subscribe.

• You can’t cancel early. A 6- or 12-month Commit & Save term is a fixed commitment. You pay the monthly plan fee until the term ends.

  Commit & Save (limited-time offer). While this offer is available, you can choose a 6-month term for 10% off, or a 12-month term for 25% off, your plan’s monthly fee. The rules below apply to every Commit & Save term.
  • A term is a fixed commitment. You can’t cancel it early. If you tell us you want to stop, your service stays active and we keep billing the plan fee each month until your term ends. You owe the fee for every month of the term, whether or not you use the service.
  • Choosing a term. You choose your term when you subscribe (after your trial, or at go-live for the DFY plan). We’ll email you a confirmation showing your plan, the monthly fee, your start and end dates and the total you’ve committed to. We’ll ask you to confirm that you understand the term can’t be cancelled early.
  • The discount. It applies to the plan fee only (not top-ups or other usage), is billed monthly, is locked in for your term, and can’t be combined with other offers. The discounted fee is the amount shown on our pricing page when you choose your term.
  • Upgrading. You can upgrade to a higher plan during your term. The same discount applies to the higher plan fee for the rest of your term. You can’t downgrade until the term ends.
  • When you don’t have to keep paying. You don’t have to pay the remaining fees if (a) we materially fail to provide the service and don’t fix it within 14 days of your written notice, (b) we refund you under the DFY results guarantee in section 3, or (c) you cancel because of a materially adverse change to these terms (section 5).
  • When your term ends. You move to month-to-month at the standard fee unless you choose a new term. We’ll email you 30 days before your term ends.
  • Monthly plans. If you don’t choose a term, your plan is month-to-month and you can cancel any time under section 5.
  • We may change or withdraw this offer at any time. That doesn’t affect terms already started.
• Fees are not refundable except where these terms say so or the law requires.

5. Cancelling, suspension and changes

• Cancelling a monthly plan. If you’re on a month-to-month plan, you can cancel any time by emailing hello@metricgrow.com.au or texting our support line. Cancellation takes effect at the end of your current billing period. There is no lock-in and no exit fee.
• Commit & Save terms can’t be cancelled early. If you’re on a 6- or 12-month term, section 4 applies instead: your service stays active and you pay the plan fee until the term ends.
• Price changes. We’ll give at least 30 days’ written notice of any change to recurring fees for monthly plans. If you don’t agree, you can cancel before it takes effect. Fees for a Commit & Save term are locked in for the term.
• Suspension. We may suspend or end the service for non-payment, fraud, unlawful use or breach of these terms. Where practical, we’ll give you at least 7 days’ notice first, except where fraud or unlawful use is involved.
• Changes to these terms. We’ll give 30 days’ email notice of material changes. If a change is materially adverse to you and you don’t agree, you can cancel before it takes effect, including a Commit & Save term, without paying the remaining fees.
• After cancellation. We hold account records and conversation logs for 12 months, then permanently delete them as described in our Privacy Policy.

6. Your responsibilities

You confirm that:

• you have lawful authority to forward your business phone number to our system and to send text messages to people who call you;
• you will not use our services for unsolicited marketing, harassment, misleading messages, or anything that breaches the Spam Act 2003 (Cth) or other laws;
• the information you give us is accurate, and you will keep your call forwarding active and tell us promptly if it stops working; and
• you will not resell, share or let others use the service as their own.

7. Indemnity

You indemnify us against claims, fines and reasonable legal costs, to the extent they result from your breach of section 6 or your unlawful use of the service.

8. Calls, recording and AI

• Spoken notice. Where AI answering, voicemail or call recording is turned on, we configure a spoken notice at the start of each call telling the caller it may be recorded or processed by AI. You must not disable or alter this notice.
• AI accuracy. Automated and AI-generated replies can contain errors or imprecise information. We don’t guarantee their accuracy. You should check lead details before relying on them.

9. Our systems and materials

We own all systems, workflows, software connections, message templates, prompts and materials we provide. While you’re subscribed, you may use them for your own business operations. You must not copy, resell, share or reverse-engineer them. You keep ownership of your own business information and customer contact details. You give us permission to process them to provide the service, as described in our Privacy Policy.

10. Availability and delivery

We aim for continuous service, but outages, delays and failed deliveries can happen because of mobile carriers and third-party platforms. We don’t guarantee that a text will be delivered or delivered within a particular time.

11. Not an emergency service

MetricGrow is an automated lead-recovery platform. It is not an emergency dispatch service. If someone needs urgent help or is in danger, they must call 000.

12. Liability and your consumer rights

• Other than the guarantees in section 3, we don’t promise any number of leads, jobs or amount of revenue.
• Nothing in these terms excludes or limits your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) that cannot be excluded.
• To the extent the law allows, we are not liable for indirect or consequential loss, and our total liability for service interruptions, delivery failures or errors is limited to re-supplying the service or refunding the fees you paid for the affected billing period.

13. General

• These terms, with our Privacy Policy and the pricing page, are the entire agreement between us.
• If any part is unenforceable, the rest still applies.
• We may give notices by email, to the address you provided at sign-up.
• These terms are governed by the laws of Victoria, Australia, and both parties submit to the courts of Victoria.

Questions: hello@metricgrow.com.au