Terms of Service

You must be at least 18 years old, be located in Australia and provide accurate account and payment details. If you create an account for a company, partnership or other organisation, you must have authority to act for it.

PingMate is a business communication service. It is not an emergency service and must not be used to contact emergency services or as the only way to receive urgent or safety-critical communications.

Depending on your settings and active subscription, PingMate may provide:

• a dedicated Australian mobile number
• call forwarding to your nominated Australian mobile number
• welcome and voicemail greetings, including a separate after-hours voicemail greeting
• voicemail recording, transcription and summaries
• automatic SMS replies using AI or a saved message
• texts you send from the web inbox, including new messages to customers
• optional text alerts sent to your nominated mobile

We assign an Australian mobile number from the numbers available through our telecommunications supplier. We cannot promise a particular number, number pattern or uninterrupted availability of a number. Your right to use the number continues while the associated subscription remains active and these Terms are followed.

Calls may be forwarded to the Australian mobile number you nominate. You are responsible for keeping that destination correct, maintaining your mobile service and paying any charges imposed by your own provider.

Bringing an existing number to PingMate, or transferring a PingMate number to another provider, is not currently available through self-service and cannot be guaranteed. Contact us before subscribing if number portability is important to your business. Nothing in these Terms limits any number rights that cannot lawfully be excluded.

When your subscription ends, the number is released from your account and may later be reassigned in accordance with our supplier's processes and applicable numbering rules. Remove the number from advertising and customer records before your service ends.

You are responsible for:

• keeping your login details secure and telling us promptly if you suspect unauthorised access
• keeping your business details, forwarding number, rates, booking link and reply settings accurate
• choosing whether replies are sent automatically or held for your review
• checking messages, voicemail information and account activity regularly

Activity carried out through your account is treated as authorised by you unless you have told us that the account has been compromised.

You can use a saved message or ask PingMate to prepare a contextual reply using AI. You may also choose whether an eligible reply is sent automatically. Automated replies depend on the content received, your settings and the availability of our suppliers.

AI-generated replies, voicemail transcripts, summaries, classifications and price estimates can be incomplete or incorrect. Review important information before relying on it. Any estimate or availability sent through PingMate is yours to confirm with the customer and does not replace your own quotation, booking or contracting process.

You remain responsible for the messages sent from your PingMate number, including saved messages, business information supplied to the system and replies you allow to be sent automatically.

The standard plan currently costs $39.90 AUD per month and includes 100 message credits. Each of the following uses one credit when PingMate successfully submits the SMS for sending:

1. 1an automatic reply to an incoming customer text
2. 2a reply or new message you send from the PingMate inbox
3. 3a reply sent to a caller after a voicemail
4. 4a text-back sent to an eligible caller who did not leave a voicemail
5. 5a voicemail summary sent to your nominated mobile

Incoming calls and customer texts do not use a message credit. A mobile alert that forwards an incoming customer text also does not currently use a credit. The included allowance resets at the start of each monthly billing period.

One voicemail can use two credits when PingMate sends both a summary to your nominated mobile and a separate reply to the caller.

The subscription price, billing interval, taxes and usage rates shown at checkout apply to your purchase. Your dashboard and Stripe invoices provide billing and usage information. Contact us promptly if you believe a charge is incorrect.

If you subscribed before 21 October 2026, the price and usage rules shown on your Billing page continue to apply to your subscription until you choose to change plans.

Subscriptions are processed through Stripe and renew for the billing period shown at checkout until cancelled. By subscribing, you authorise Stripe and PingMate to charge the payment method associated with your account for subscription fees and applicable usage charges.

You may cancel through the billing page. Cancellation is scheduled for the end of your current paid billing period, and you can continue using the service until then. You may resume before that end date where the billing page offers that option. When the subscription ends, access to subscribed features stops and your PingMate number is released.

This guarantee is additional to any rights and remedies you may have under the Australian Consumer Law. Nothing in these Terms excludes, restricts or modifies a consumer guarantee or other right that cannot lawfully be excluded.

PingMate depends on telecommunications networks, cloud hosting, payment services and AI providers. Calls, recordings, transcriptions, messages, forwarding and notifications may be delayed, incomplete or unavailable because of network conditions, supplier outages, maintenance, incorrect settings or events outside our reasonable control.

We do not promise that every call or message will be received, forwarded, recorded, transcribed or delivered, or that the service will operate without interruption. We may change suppliers or make reasonable technical changes to maintain, secure or improve the service.

PingMate does not guarantee a particular number of enquiries, bookings, jobs or revenue. You should keep another way for customers to contact you where continuity is important.

You must not use PingMate to:

• send unsolicited bulk messages, cold marketing or spam
• send deceptive, fraudulent, unlawful, abusive, threatening or infringing content
• impersonate another person or misrepresent who authorised a message
• interfere with, test without permission, reverse engineer or bypass limits of the service
• resell the service or use it for high-volume messaging without our written agreement

You are responsible for complying with laws that apply to your calls, recordings and messages. This includes obtaining consent where required, identifying your business, providing an unsubscribe option where a message is commercial, honouring opt-out requests and making any recording notification required for your circumstances.

The Australian Communications and Media Authority provides current guidance about sending commercial messages lawfully.

We may restrict or suspend the service where reasonably necessary to investigate suspected misuse, protect the service or other people, respond to a security issue, address non-payment, follow a lawful direction or meet a telecommunications supplier's requirement.

We may end your account for a serious or repeated breach of these Terms. Where practicable, we will give you an opportunity to fix a breach that can be fixed. Immediate action may be required where continued access creates a legal, security, fraud or network risk.

You retain any rights you have in the business details, saved replies, audio and other content you provide. You give us permission to host, copy, transmit, adapt and process that content only as needed to provide, secure, support and improve PingMate.

You confirm that you have the rights and permissions needed for content you upload or ask us to process. PingMate and its software, branding, interface and documentation remain owned by us or our licensors. These Terms do not transfer ownership of them to you.

Our Privacy Policy explains how PingMate handles account, caller, call, voicemail and message information.

You are responsible for your own handling of customer information received through PingMate, including how you use, export, copy or store it outside the service. Do not submit sensitive information that is not reasonably required for your business communications.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Nothing in these Terms is intended to exclude, restrict or modify those guarantees, or any other right or remedy that cannot lawfully be excluded.

To the extent permitted by law, PingMate is not responsible for indirect or consequential loss, lost profit, lost opportunity or loss caused by your settings, content, unlawful use, external network failure or reliance on an unconfirmed AI reply, transcription, summary or estimate.

Where liability can lawfully be limited, our liability for a failure to provide the service is limited, at our option, to supplying the affected service again or paying the reasonable cost of having it supplied again. This limitation does not apply where it would be unfair or unlawful.

We may update the service and these Terms as the product, suppliers or legal requirements change. If a change is material, we will take reasonable steps to notify you before it applies, such as by email, an account notice or a notice on this page.

The updated date at the top of this page shows when these Terms were last changed. If you do not agree to a material change, you may cancel before it takes effect. Continued use after the change takes effect means the updated Terms apply, subject to rights that cannot be waived.

These Terms and the Privacy Policy form the agreement about your use of PingMate. If one part cannot be enforced, the remaining parts continue. A delay in enforcing a term is not a waiver of it. You may not transfer your account or this agreement without our written consent.

These Terms are governed by the laws of Queensland, Australia. Courts with jurisdiction in Queensland and the Commonwealth of Australia may hear disputes, subject to any right you have to bring a claim elsewhere.