Terms of service

1. What Bookend does

Bookend is a portal and assistant for trade and service businesses. It collects enquiries from your email, texts and social media, uses AI to sort them and draft replies, lets customers book quote visits and jobs, helps you re-book customers when you're called out to an emergency, sends alerts to your phone, and can show your invoices from Xero. We set it up with you and keep it running.

We may improve or change features over time. If we remove something you rely on, we'll tell you first.

2. Fees and payment

• You pay the setup fee and the monthly fee shown on our website, or the price we agreed with you in writing. Prices are in Australian dollars. If GST applies, it's shown on your invoice.
• The monthly fee is paid in advance. If a payment is more than 14 days late, we may pause your account until it's paid. We'll tell you before we do.
• The setup fee covers the work of setting you up, so it isn't refunded once setup has started.
• Some connected services have their own costs, such as text message credits. We'll tell you about any of these before you're charged.
• We'll give you at least 30 days' notice of any price change.

3. Your part

• Keep your business details in Bookend accurate, because the assistant uses them to reply to your customers.
• Keep your login to yourself and tell us straight away if you think someone else has used it. You're responsible for what happens under your login.
• Check drafted replies before you send them. You're responsible for the messages you send and the quotes and promises you make to customers.
• Only connect email accounts, phone numbers and social media accounts that belong to your business, or that you're allowed to use.
• Follow the law when contacting customers, including the Spam Act 2003 (for example, only message people who've contacted you or agreed to hear from you) and privacy law. Let your customers know you use an assistant to help handle enquiries, for example in your own privacy policy.
• Don't use Bookend for anything unlawful, to send spam, or to try to get into other people's accounts or our systems.

4. AI and automatic messages

Bookend uses AI to read enquiries and draft replies. AI can get things wrong, such as misreading a message or missing that a job is urgent, so treat drafts and summaries as a helping hand and check anything important. Bookend never quotes prices or promises times on your behalf.

Some messages are sent automatically as you set them up, such as a quick "got your message" reply, booking confirmations and re-booking links. You can ask us to change or turn these off at any time.

5. Alerts and urgent jobs

We work hard to keep Bookend running, but we can't promise it will always be available or that every message, alert or text will arrive on time. Phones, networks, and services like Apple, Google, Meta, Make, ClickSend and Xero can have delays or outages that are outside our control. Don't rely on Bookend as your only way of hearing about emergencies or urgent safety issues.

6. Other services

Bookend connects to services run by other companies, such as your email provider, Instagram, Facebook, Xero and the AI service we use. Their own terms apply to how you use them, and we're not responsible for them. If one of them changes or stops working with Bookend, we'll do our best to find another way and let you know.

7. Your information

Your business details, enquiries, bookings and invoices belong to you. You let us use them only to provide and support Bookend for you, as set out in our privacy policy. You can ask us for a copy at any time.

8. Cancelling

• You can cancel at any time by letting us know. Your service runs until the end of the month you've paid for, and we don't refund part months.
• You can delete your account and everything in it from Account → Delete your account in the portal.
• We can end or pause your account if you seriously or repeatedly break these terms, or with 30 days' notice for any other reason. If we end it without you having broken these terms, we'll refund any fees you've paid for time after it ends.

9. Our responsibility to you

Under the Australian Consumer Law you may have rights that can't be excluded, and nothing in these terms takes them away.

Apart from those rights, and as far as the law allows:

• we're not responsible for indirect losses, such as lost jobs, lost profits or lost time, including from missed or delayed messages;
• our total responsibility for any claim is limited to the fees you paid us in the 3 months before the claim, or to supplying the service again.

10. Changes to these terms

We may update these terms. If a change matters, we'll email you at least 14 days before it starts. If you keep using Bookend after that, the new terms apply. If you don't agree, you can cancel before they start.

11. Law

These terms are governed by the laws of Queensland, Australia, and its courts can hear any dispute. If something goes wrong, please talk to us first and we'll try to sort it out.